Liz B.

I signed up for a wedding registry through Pottery Barn because they had some things I liked. I am less than satisfied with the registry process and their customer service.

First, they don't notify you when items are bought and shipped. So you have to keep checking your registry to see if something is purchased, and you have to go to a separate part of the registry to see who purchased it - and you can only see that from a computer and not your phone. After 30 minutes on the phone with customer service, they said that they could not alert me every time something is purchased (like every other registry company), but that I could CALL IN EACH TIME TO GET DELIVERY INFO. I wanted to know when packages were delivered because I live in the city and was worried about package stealers. Apparently it's too much to ask to be notified when gifts are purchased/shipped.

Second, their customer service is terrible. An item was out of stock online after our wedding, so I called a store to see if they had it there because the item was a sham to match our comforter. They told me to call another store. Someone picked up at that store and asked me to hold and then didn't come back after 15 minutes. I hung up and called back. I then was on hold for another 20 minutes because they were checking on whether they had it. When they finally found it, they said I could either come get it by tomorrow (they will only hold it a day for me) or they could ship it for an extra shipping charge. I have a whole wedding registry with them, and they don't have the item online to purchase anymore. I'm very confused about why they wouldn't waive the shipping costs and just send me the item. I will probably never buy an item from Pottery Barn ever again.