Pottery Barn

I have used Pottery Barn for many years. This last order has been a giant nightmare. Put aside supply chain delays. We had a couch lost from being ready to ship to truck showing up at our house and couch wasn't on it. We had second couch show up WRONG COLOR. Then Bedframe was so badly constructed we need a replacement. Customer service staff can care less and are basically blowing you off and just offer to order again for another 4-5 month wait. It's ridiculous. Oh, and you pay in for your item when they are ready to ship NOT when you receive and make sure they are correct. GO somewhere else. It costs to much for what you get now.

I'm not sure if i will be able to leave this without giving a star rating but Pottery Barn doesn't deserve even 1 star. Purchased a washed velvet quilt that is completely unraveling. Called to talk to customer service and was bumped up to a supervisor, Carolina Spencer, who asked me to send photos, which I did. Received no response so sent more emails. I have left at least 8 messages and I get no call back or email response. I will NEVER buy from this company again and you shouldn't either!

Received a gift for my son from PB Teen but it was the wrong size. The closest PB Teen store is over 2 hours away so I returned it at regular Pottery Barn prepared to buy new items. I was told that they had to (snail mail) me a gift card. I was told that I could purchase the items I wanted online and when I got the gift card I could be credited back and use the gift card instead. Two week later, they showed that the card arrived but it didn't. I now have to wait two more weeks to get it and I had to wait for over an hour on hold to speak to someone to get a new card issued. This is the most insane rigmarole I have ever experienced with a store. Get it together Pottery Barn! You need to do better for your customers.

Ordered two items on 7/31 for delivery in August. Got the first item, nice quality, in September. Second item they scheduled a delivery twice, cancelled twice, wasting my time and money being home during the day, and still no product on December 14th. Then the odyssey of trying to get good customer service started. They are pleasant and act helpful but aren't in any way. They have wasted my time and had my $1700 since AUGUST, and treated me like i have no right to complain. Sad. I really wanted this item and have been extremely patient waiting since August. Thank you to anyone that reads this complaint or cares. West Elm Does not. I do not recommend purchasing anything from them that you can't carry out of the store the same day.

Dear Pottery Barn,
Greatly disappointed to once again put an item in my cart and it's backordered with expected delivery two months away. I ordered a custom fabric sectional from you that came in faster than a dining room table, chairs, media unit and multiple rugs. Not to mention I ordered a jewelry organizer from pbteen today that you advertised in your just mailed out catalog as a great Christmas gift. Low and behold when I added it to my cart it was once again backordered saying I wouldn't receive it until February! Defeats the purpose of a Christmas gift! It's unfortunate your buyers can't figure out proper inventory as I really do love your products. Incidentally, I'm typing this from my living room watching my tv on the floor. Still awaiting my media unit I ordered in September!

I called to find out my order status. Rep was not able to update me as to when my chairs will be delivered or offered a solution for me considering it's been 5 months since I made my order. When I asked to cancel my order and send me what they have in stock she said she could not guarantee a refund. When I made the order the website advertised the chairs as in stock (1-5weeks delivery) it's been 5 months and no updates and on top of that they are telling me that they might not be able to refund me. They take your money using false advertising, don't fulfill their orders and can't refund your money back. Watch out! Worst customer service.

I purchased some coffee mugs on line and it deleted my shipping address as being different from my billing address and I didn't find out until I received the order confirmation via e-mail. I called and was on hold for hours or spoke to several people who hung up on me at Pottery Barn customer service. I finally found someone helpful (after 3 phone calls) who told me I couldn't change the shipping address even if nobody was at home or cancel the order. I believe it is against state consumer law not to allow cancellations within 24 hours. Then I had to pay UPS the same amount as the value of the mugs to forward ship to my actual location. They arrived with half of them broken. They obviously weren't packed well. I threw them out (good ones included) to end my nightmare experience with Pottery Barn. They don't even deserve the one rating.

There is a reason Pottery Barn doesn't offer reviews of their products on their website, they are crap! I ordered some decorative pillows for the winter season mid-October and didn't start using them until after Thanksgiving. I recently discovered that one of them is defective. It wasn't sewn properly and is coming apart at the seam and unrepairable. I called customer service to see if I could get it replaced and they told me I couldn't get a refund or replacement because it is past their 30 day window, even though the product is still available. That is unacceptable, the item is defective and should be warranted for more than 30 days. I'm done buying their overpriced junk!

So I picked out a chair and loveseat in Sept. My card was charged and the charge went through the items were custom and expensive. The charge then dropped off. I have had the delivery date moved three times for the loveseat. No issue I understand. The part that is so frustrating is there is no delivery date in the future an estimate is "around" March but they have now charged my card. So I am paying for a piece of furniture that may not come for who knows how long. I don't mind paying 4-6 weeks prior to delivery but Pottery Barn doesn't need to have my money with an open ended delivery date. I have spoken to two very pleasant unhelpful people. This needs to be addressed. I also wish my furniture was in my living room and all was well, but Pottery Barn doesn't need my money until I have a delivery date.
Thanks
Cheryl

We ordered 2 Tyler leather recliners back in 2018. We recently noticed the seat cushions had deep slashes clear through the foam caused by the metal bars on the recliner back. Obviously a manufacturer defect. I should have known…. Made in China! Anyway, I contacted customer service and after 30 minutes, it was dertermined by a supposed supervisor that it was normal wear and tear. Seriously?. I guess the sales people should let everyone know what to expect from these cheaply made chairs. I have spent so much money in this store and have received the worst customer service ever. The rep also suggested I just reorder new chairs since I like them…. At my expense! Absurd! I guess they are meant to be disposable chairs. Save your money and go someplace else for your furniture. It all comes from China anyway.

Purchased at various times $800 worth of luminaire candles and some came defective. They replaced the ones that were defective and credited me for all but the last one I had to return. I disputed the charge even after the rep on the phone saw where the error happened. Two months later I received a charge for the one I returned. Instead of spending time once again on the phone I am paying for that candle, and I closed my Silver Status credit card account and will never shop there again. No regrets because they are too pricy and can buy just as good or if not better items online or HomeGoods. They continue to treat their good customers like this another Brick and Mortar store will soon be closing.

Received a Vintners Wine Opener as a gift. It looks nice, but it came broken. I'm pretty sure its a clone of a major brand with replacement parts. They can't provide parts, so the second time it breaks, I'm out of luck and parts of it are designed to wear out.
The replacement got "lost" in their system. They are nice every time, but its a pain to work with them.

Ordered a bed and two bedside table.
Bed came with head and footboard but no side boards
One of the bedside table open the wrong way. We had these delivered on the 18th of December to our new home. Its january 6th today and still no hear back. We cant use our bedroom due to pottery barn's screwups. Horrible company horrible service, i am on hold for 35 minutes with them trying to reach someone. We will never order from this brand again and will tell as many people possible about this!

This the most expensive piece of outdoor furniture I have ever purchased and it is the worst by far!
The cushions have so little cushion, the metal frame is cheap and the cushions do not ship any water.
I would not recommend this product from Pottery Barn to anyone!

After delayed for almost 2 months, today we finally received Zoe Counter Stools from PotteryBarn... This is what happened... I started to install 2 chairs, and both of them are defective products... a) the screw size doesn't fit the hole at all... b) both of the chairs are missing 4 L-type gaskets... The only suggestion that I would provide is, Never & Ever buy anything from PotteryBarn, if you don't want to pay for garbages with months on delivery.

Paid in full May 2 for a very expensive office suite. Never received an update on shipment delays. Continued to contact every 3 weeks.
Advised in August it was indefinitely on backorder. 1 week later xld the order and was insured of a refund in 2 weeks time. It is now 10/31/22 and I'm on another, almost 2 hr phone call trying to get the check. PB Customer service states it was sent so after not receiving the check it was xld and reissued. The check is still not here. Why would you send a check of that size without tracking it? The Supervisor stonewalled then today, 10/31/22, I find out she listed the issue as resolved. We may have to take legal action. I'm terribly upset and sad as I love their style and products. I'm absolutely sickened by the treatment I'm getting. Here comes the holidays and our money is tied up.

I purchased the wrong size pendant lights, so I re-purchased the correct size and returned the first set. They were quick to charge me for the new set and I recieved in a few days. However, it has been 11 days since they received my return and even after calling customer service, I still have not received my refund. Also, I think the $30.00 restocking fee is ridiculous. Especially since it was an exchange. I expected more from a high end company. Other companies process refund as soon as it's scanned in by delivery company and don't charge a restocking fee. Unfortunately, I don't think I will be making any more online purchases from Pottery Barn.

Call drops multiple times, long hold times and received my order with 2 monogram and 2 different material when I ws supposed to receive 1 monogram and 1 material to complete my uniform bedding

I had to write to the CEO in hopes of getting this issue resolved for my $1100 order.

Highly dissatisfied, annoyed and very disappointed!

I would give no stars if I could. Completely frustrated with my order and customer service who messed up the order worst than the problem I had when I first contacted them. Poor quality control, poor customer service, long waits for products and to speak to someone in customer service and over priced.