Pottery BarnReviews 573

Cheap products (at not so cheap prices), and horrendous delivery and set up (I had to throw the contract installers out of my apartment when they started swearing at me: I refused to sign the delivery acknowledgment, as the bed was improperly installed and stained by the installers). "Customer service" is also horrendous. They don't keep notes, so every time you call you start from square one. And you can never get the same rep when you call back, as you will have to many, many times, as they screw up every appointment. Even the trade desk (which my decorator called for assistance) is bad: they won't give you their last names or telephone extensions, as if they are in witness protection (which perhaps they should be, given the crap they sell and the awful service they provide). Pay the couple grand extra and use a reputable furniture vendor.

I ordered over 10k worth of furniture from Pottery Barn. I have received the 4th delay notice, now telling me my furniture will not be delieverd before Christmas. This company pretends to be luxury artisans when in fact they outsource every piece from outside vendors. We have been sittin and sleeping on the floors of our home since August. I ordered dressers from Ballards and Arhaus, both companies honored their dates and went above and beyond to keep me in the loop regarding any delays. What is extremely frustrating is that Pottery Barn doesn't even offer the option of informing you of the pieces that can be delievered sooner. The website has outdated information, showing fabrics that they no longer use. I should also mention, the quality of furniture is not better than most other stores. I strongly urge you to NEVER order from this brand unless you can walk out with your purchase in hand.

I just bought a house in the area and thought I should go to my favorite store to get decorating ideas. With the logistics problems the US has been experiencing, I knew getting things in a timely manner was going to be a challenge, but I was willing to wait several weeks for my ordered items. I ordered drapes, rods and finials. Some things are still back ordered even as I am writing this review. Last week, I was growing impatient, so I called to see where my items were and how much longer I had to wait. Potter Barn had informed me that my $700 drapes were delivered back in September and..."didn't I get them?" I said, "No! I never got the drapes!" I was a little confused because I never got an email (which later I found in my spam box). I pleaded with customer service, but they refused to send me replacement drapes and said it was too late and I should have called sooner. So basically, $700 down the drain. To top it off, Pottery Barn even asked if I wanted to order a set of new $700 drapes! Wow! Add insult to injury! I doubt I will ever buy from Pottery Barn ever again. If Pottery Barn wants my business back, please contact me at *******@hotmail.com

Bought 11 Christmas stockings. A week later they drop the price by more then half. Reached out to customer service for a price match. NOPE. To the tune of over 170 dollars. Guess I'm done being a customer.

In 100 years I would never thought about leaving a bad review for Pottery Barn, but never had to contact Customer Service before. I have had the worst experience with them, and still waiting for the issue to be solve, after 7 calls, 15 representatives and one supervisor, now, waiting for them to call me. It has become a personal issue because companies this big should honor their employees word to their clients. I have been a loyal customer, cardholder and lover of this store for years. Sadly they have shown me their worst now.

DO NOT ORDER GIFTS from this company! This has been the worst experience of my online life. Worst customer service, double order charging your credit card without authorization! Will not accept returns! 4 phone calls and still not fixed! Will call again today and will update!

I had purchased a table which went on sale 10 days later. I was told no when I asked for a price adjustment. However, they later changed their mind and issued a merchandise card. Very pleased.

Beware! Most places have free shipping but not Pottery Barn because when you buy a product online at full price and then 12 hours later they mark it down they won't price adjust because they say it's been shipped which comes directly after you place your order even thou you know darn well it has not shipped yet and you don't have the option to cancel order and if to return item and buy again for the sale price they once again charge you shipping. Great business plan at ripping off your customers. Won't shop online again.

I called Pottery Barn twice today in an effort to order a chandelier. The first sales associate did not add my Key Rewards of $105. I questioned the amount and she assured me it was correct. I placed the same order online and the amount was more than $105 less. When I called the Pottery Barn a second time the sales associate criticized the person who helped me. I just made the comment that maybe she didn't know what she was doing. Then the person said, "well she's a manager. She knows what she's doing" and she insinuated that I was wrong. I was looking right at my computer screen. At that point I decided not to make the $1000+ purchase. I'll head to House of Lights to buy my chandelier.

I ordered window panels on Oct 13th- it is now Oct 28th and still not here. I paid 43 dollars to have them overnight/express delivery. I have called 2 days in a row and finally today got Trey on the phone- he said my panels were on the way - but he couldn't refund me delivery charges. I asked if he would talk to his supervisor and I asked if they would not be willing to give me a refund on my delivery if they would /could me a discount on a future purchase. After being on hold for a lengthy time - he came back and said they would offer me NOTHING. I will never purchase in store or online from pottery barn ever again. I will also discourage my friend, family and clients from patronizing them as well. I am a Realtor and Interior Designer and have lots of contacts and make lots of large purchases. They have lost a good customer.

Bought a wine tower in July for $999. Was told it was a new item. It didn't have a price so they sales person looked it up. Said it was $499. When we started the process of ordering it she said "oops, sorry it's $999. We thought about it and went ahead and purchased it. Went back to the store in October and it was $499. Talked to the manager and he said to call customer service. After a few "We will call you back within 24 hours" I called again and asked to speak to a supervisor, supervisor was very helpful and thought that the price change was also outrageous and said she would talk to her boss and call me back. She said that they never have a price change that drastic. She called me back and left a message and said that her boss said that is what we paid for it and they would not give us any kind of a refund. She said they were phasing the tower out. Used to be a large shopper at all their stores and they make tons of money but I will NEVER shop there again and I will keep passing on my story. I'm frustrated and angry at this company. I guess buyer beware is something I learned. I feel someone has pocketed $500 on my expense.

I ordered the quilt and shams on Aug. 31. My shams shipped right away. They have moved my ship date 3 times. They have taken my payment out 3 times then put it back in causing overdraft fees. They took it out on the 25 then moved my ship date until the end of November.

Purchased high end version of a product which included extra shipping charge. Was sent the low end version of the product. Called and was told to return wrong product and they would send right product immediately. Never received right product and after two weeks of phone calls with customer service find out that I should receive right product in approximately 6 months (still shows immediately available on website but was told website has lots of incorrect inventory information). Asked for refund or alternate product and was told they can't help me. Asked to speak with a manager and was told none had time to talk with me. Horrible horrible service. Hope to get $ back through credit card company and will take my business elsewhere.

Worst chain I have ever dealt with. Pottery barn is a part of Williams Sonoma Inc. and all of the branches are equally terrible. They got out of there way to never let you return anything. No matter how many times they break their deadlines, quality rating, not even if it arrives damaged. They have stolen from me by "accepting" a item for replacement but after receiving the item they told me they could not ship a new one out due to company policy and no refund would be given. No store credit. Nothing. Just theft. When asked to recieve a return on another item that was months behind the due date they claimed they didnt have a email system to message me any real information. Fun fact. I know they did because this wasnt the first time I have had issues with them. Never once has William Sonoma Inc.(Pottery Barn) ever had any good support for their customers.

Terrible interaction with their furniture division representative. Very poorly trained and not at all professional rude and condescending with my wife. Did not resolve our complaint and when asked to speak with a manager representative hung up the phone. Very unfair business practices. Buyer beware.

My Pottery Barn experience has been miserable. I ordered a set of outdoor porch furniture. Each took nearly 30 minutes to assemble, luckily I had the right tools, pity a person without a ratchet driver for the Allen wrenches. Two of the receiving nuts on two of the chairs were sunk in too deep so could not set the screw. Pottery Barn was unwilling or unable to send just the replacement parts, wanted me to dissassemble and return entire chairs - huge task, wasteful. I jerry rigged them instead. Then, they sent 4 sets of cushions for one chair. I had to repackage, because their packaging had fallen apart before arrival, and send back three sets of cushions. Pottery Barn wouldn't allow me to have UPS pick up, I had to borrow a bigger vehicle to get the big boxes to the UPS store. Then, they only refunded two of the three. I have had 6 or 7 conversations with customer service through all of this. Each has taken 10-20 minutes, and I still haven't received a full refund for the cushions I returned. Every single step of the process was time consuming and unsatisfactory.

PB tells you the item is in stock, BUT... my issues have been with furniture. Dining chairs listed as in stock yet after ordering rescheduled delivery a couple times as chairs not available. Ordered a small chest, on line looked perfect, color listed as gray. Again delivery was rescheduled a couple times. Upon delivery the chest was no where near a gray tone, more like olive. So the hassle of returning and it is a hassle! Chairs I ordered in June 2021 have been rescheduled several times and may have some time in December 2021. I have found the right hand does not know what the left hand is doing!

I ordered an expensive piece of furniture from PB but ended up needing to cancel the item. I called and spoke with a woman named Debora who told me no problem and that I'd be refunded for shipping, taxes and the item since it hadn't been delivered to my house yet. I said great and verified that I'd be reimbursed for everything. After being told, yes I'd receive a full refund, I said ok please go ahead and cancel. Not only did she not cancel the order, as they showed up at my house with the item, I did not get a full refund. When I called and spoke to customer service, they told me sorry that our employee told you incorrect information but that's our policy. Then when I asked to speak to a manager I was told that they were too busy today and unavailable. They claim to have world-class customer service but honestly, I have never had such a poor experience with any customer service agent and will never shop there again!

Unfortunately, I cannot write a review of the actual rug I purchased; because I never received it. As many others have mentioned in their reviews, Pottery Barn moved the delivery date around multiple times. After 2 months post initial delivery date with no delivery, PB customer service determined my rug was "lost". I ordered a replacement rug that was supposed to be delivered within a 1-month timeframe. Again, my delivery date changed 3-times and pushed out 1.5 months. Customer service could not even tell me where my rug was in the process. They were nice and helpful but it doesn't seem like there is an accurate, updated system keeping notes of customers' issues - I had to repeat my scenario multiple times. Finally asked for a full refund and it took a week to get that approved by someone in "custom" orders.

I'm not sure what system the customer service is team is using to answer phone calls but the reps always sounded muffled/underwater, etc. when we were speaking. I brought it up to them - one rep actually was phenomenal and spoke loud and very slow so I could make out what he was saying. He was a rockstar.