I have been a Pottery Barn (and PB Teen/kids) account holder for a long time now.
First off: they eliminated their customer review of items feature a few years ago. I think that I know why.
The quality of the things they sell seems to have gone down, overall. Various issues like tarnished mirrors, poorly made linens, etc. I have received and returned several items that seemed to be of considerably less quality than, say, Target. Not everything, but definitely a noticeable and declining focus on quality.
I DO like their personalization options... however, I ordered a personalized item for Christmas last year that arrived with a completely wrong name, and was refunded only part of the cost and none of the shipping cost. Because of the overall quality of the actual item, i declined their offer to send another with the correct name.
Pottery Barn Teen has a wholly different web site and sign in process, which I find quite odd. They do, however, honor the same credit card & bonus system.
Unlike so many of the other reviewers, I have no complaints with their customer service agents. All have been polite, expressed what sounded like a true desire to assist, and they are Americans who speak English clearly. That goes a very long way in my book. There is just so much that they can do, however.
The 10% coupon towards a future purchase that you receive at each $250 interval sounds nice, but when you consider the often quite elevated price you are paying, it really isn't a benefit. Also, they expire relatively quickly and you must have a hard copy of the coupon in order to use it. (Unless there is some magic link that I havent found... but if so it is very elusive)
You are charged the full price at purchase and instructed that your coupon will be reflected on your bill later.
Their billing and payment system seems quite out dated for such a large company.
Overall, I would say that they do still carry some nice items but you are on your own with discerning which items aren't sub-par and should be aware of exact refund policies before ordering. Those policies can vary by the item, so proceed carefully.
I am not closing my account just yet. Hopefully they will listen and improve. They used to be so reliably good!
Hello Renee- This is great feedback, and it's greatly appreciated. Pottery Barn is known for providing high quality items, whens it brought to our attention that customers have been unhappy with the quality of their items it's a cause for serious concern. You're feedback will help us improve in areas in which we may be lacking. Thank you for taking the time out to share this feedback.- Thank You-Sharla-Pottery Barn Social Media Team