Pottery Barn

I have had towels from PB that have lasted for years. This time, EVERYONE of 6 has threads hanging, and getting worse. I have called, emailed, written letters and no one cares." its out of the time limit". Well, you would think that someone would like me to be happy? There are exceptions to all rules, and i have many pictures...someone asked if i put zippers in with the wash. UH< NO>>>>
The customer service is about the worst i have ever had, even Amazon is a 100 times better. PB, get it together. I saved for those towels and now look like they are from a discount store. I just can't believe no one at PB cares.very sad.

Pottery Barn Big Sur Sofa in performance chenille cushions do not hold up. They wrinkle and have to be constantly fluffed up. Sofa was less than two years old. Called customer service and was told I'd have to PAY for new ones. Will not be buying from them again. Poor customer service poor quality for the amount spent.

Don't order anything with these people. They use a third party to deliver everything. They lose your stuff, it arrives damaged or not at all even though it's on the manifest. No one can give you an answer and their way of resolving the issue is tell you it'll come a month later. Then you wait. Then they schedule it. Then you take time off work to be there. They arrive without it and you are out another day of work and still don't have what they said you would. And the cycle repeats indefinitely! STAY AWAY FROM THEM!

Pottery Barn sells high quality home furnishings and decor, but their customer service and willingness to make right their mistakes is embarrassingly poor. I recently ordered a dining table that they said was on back order. I waited seven months, and purchased items to accompany the table, only for them to tell me the table order would never be fulfilled. When I requested they price match a similar table to make right their error, and the countless months and hours and hours of my time to resolve the issue, they simply offered me a discount, which means that I am out-of-pocket almost an additional $500. Completely unacceptable for an error of their own making. I hope they are ashamed of the way they treat customers who spend thousands of dollars on their merchandise, but I'm not holding my breath. Buy from them with caution, and perhaps limit purchases to items you can pick up in their stores. I will likely never make another purchase from Pottery Barn after this experience.

Pottery bard sells defective products ( child's backpack in this case) and doesn't want you to get a refund only a "due bill" so you can buy more defective products! My wife has spent four separate hours trying to resolve this ( even after 3 approvals from management so far) and still gets a run around and no satisfaction! In fact she is still on the phone as I type, for at least 2 hours today!

I ordered a piece of furniture Jan 1st, expecting 6 months until delivery. I still don't have it. The tracking changes every 15-20 days and continues to push out. Customer service has been pleasant but of course never can answer. At this point who knows if I will have my order by the new year. I am beyond frustrated. It was a very expensive item and of course, I cannot cancel since it was custom made but they can take all the time in the world to get it to me. Worst experience ever.

Worst customer service ever. PB cancelled my order after months of shipment "pending," without any explanation, phone call, or email. I spent over an hour on the phone with them to inquire about my order, was told that someone would follow up with me the next business day, and received no follow-up contact at all. They simply cancelled my order without any explanation. I only found out after checking the order status myself online. Also ordered my son's school stuff from PB Kids, only to have the order "pending" shipment for several months; I ultimately had to cancel the order because it would never have arrived in time for school to start. This company really needs to get their act together. This has happened repeatedly with multiple orders from this entire family of companies. I will never order from them again.

Ordered a vanity online. Drove an hour to the location to wait for it to be delivered. Nobody showed. Got notified by credit card company, not Pottery Barn, that I was credited. Had to wait on hold for customer service to ask them what was happening. They told me they had a problem with the product. Won't be here until another six weeks but no guarantees. I have contractors lined up specifically waiting for this remodel. Took months to secure the contractors and now I'm SOL. Pottery Barn sucks!

So disappointed in their customer service. It is obvious that they are used to just blowing customers and their concerns off. Ordered an expensive bed and their accompanying furniture has been discontinued ( after three months) They will not let me send the bed back even though we have not used it. It was sent over 30 days ago. A supervisor was supposed to call after being on line for 45 minutes. Of course no call back. They are wso unprofessional and show such absolute disregard for their customers and their reputation. I will never order from them again.

Delivery takes forever and stuff on back order for weeks. No notifications, had to be pro-active and keep checking shipping status and constantly call. Returned furniture to store, was advised refund back on credit card, then got gift card weeks later in the mail minus shipping/handling! Issue was never resolved, so forced to use credit. Today, after checking status of order placed on 8/30, was unable to get furniture delivered until 9/14 even though they have it ready for delivery. That's the earliest! Quality has declined, over priced and bad service! Been a PB credit card holder for over 14 years and totally disappointed!

I just made an 10 thousand dollar order. They promised me delivery for 2 weeks. After paying for the items they emailed me back saying the items are no longer available and will take 3 months to deliver. I don't appreciate sneaky business tactics. Pottery Barn advertises items on their website that are not available or in stock and should warn customers before purchasing!

I ordered two counter stools, December 2022 and it is now June 2023 and I still have not received them. There is very little communication it's been so long the tracking number no longer works. I would steer clear of this company and look elsewhere. I will never do business with them again.

After calling multiple times about a missing order placed in November, I was told I hadn't paid for my items. (Which was not true) Once the "hold" was resolved after 4 months of waiting, the chairs arrived a few days later and didn't even make it through one meal.

I ordered a $300 duvet cover in August, just took it out of the washer and there are a bunch of holes in it. I called to get it replaced and they said that because it looks like it was "caused from the washing machine" they can not replace it? The woman I spoke with sounded like she could care less. You'd think when spending that much on a duvet cover it wouldn't be damaged from a simple wash within 6 months. No concern for customer experience. And they don't even let you review items on the website. That's a red flag right there. You've lost my business.

Two months after ordering a table, bench and chairs I found out, only because I called, items had not been sent to warehouse for delivery. In fact, two out of three not available at all. No one contacted me! Awful!

Saved up for a long time to buy 2 comfortable club chairs. $5500 for the pair with shipping. It was a very major expense, but we wanted a nice bit of furniture for the first time in our lives and went for it.

After 9 months, the chairs had shipped from the manufacturer, but never made it to Pottery Barn. The chairs were lost. After a customer service rep assured me of a short delivery time on a second order, I agreed to have them put the order in again.

That was a year ago. They apparently did not make a second set of chairs, but instead have been waiting for a year for the original chairs to show up. And PB will not not cancel the order until the original chairs are returned. A catch 22 where I get screwed.

Obviously customer support has given me the run around and refuses to make things right.

I wish the sales staff would have better advised me on my furniture purchase that their high performance velvet is also high maintenance. It is horrible and attracts dust and fuzz balls like crazy I have to vacuum once a week. In addition the cushions are poor quality have already misshaped not even a year old. Never making a purchase from hem again.

I absolutely love pottery barn stores. And i find that shopping on their online store is equally fun and very convenient. I bought a lot of household stuff from them over the years and never had any problem. I am thinking of using it for my wedding registry.