Pottery BarnReviews 573

Evrything is awful from a customer perspective. I don't understand how you can have websites like amazon and then a websites like pottery barn. Website is total crap. Registry doesn't update or edit, no reviews on products, website shows items in stock but they are really not and if they discount something they won't ship it leaving the customer the only option of picking it up in a store 100 miles from here. Evrything is on backorder or it shows as will ship 2 months from now. You can save favorites to your account but they just disappear eventually for no reason. No way to have a shopping list or a wish list, only option would be a registry but like I said that is terrible. If you have a reward they still charge you up front and credit you later on Your statement... ridiculous. Customer service by phone or email is downright awful. If you send an email they tell you that they will answer in 48 hrs. Ha! Maybe 48 days. I got an answer I think 7 days later when the issue had already resolved. I called since I was getting no response and did everything on the phone but it was equally bad. Got no follow up confirmation email of what was done, no service what so ever. The experience in the store is not much better. Every time I go in all the reps are on the phone with god knows who for like 1 hour, the systems were down last time and they couldn't process returns or exchanges, lines started forming... it is consistently like this. You would think for a company that overcharges at least you could get an impeccable website and customer service but this is not the case at all. Better just using amazon.

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.

One month ago I placed an online order. The SAME day I called for small edit on my order. They told me I can not edit the order and I should cancel and reorder it. I sid so.
After 30 days the order is not cancelled nor get delivered.
During last month I called the 7 times which for each one I waited inline to get connected for abot 30 min. And 30 min talk rach time.
Pottery barn has the worst customer service I have ever experienced!

I hate pottery barn and I will never buy any thing from them

I ordered an apothecary sink. After the expected delivery date, i called and they claimed to have contacted me indicating a delay. No call, no Email, no contact. Then they promised to have it available and shipped 12 days later. Again same situation. Never contacted about a delay or delivery. I called on the 12th day, because that was the last date that it should be arriving. They now are delaying it another week. Supposedly. I will never order furniture from them.

We purchased the PB air sofa for a second home which is very lightly used. Loved the look of the sofa, however after less then 8 month use, the frame of the sofa is collapsing, the cushions are flattening out and feathers are poking out of the fabric. Very poorly made. After calling the service line the service rep was beyond rude, told me that she was sorry but the purchase had been made over a year ago, and there was nothing that they could do... and a FAT person must be sitting in the sofa! Really? Why not have warning labels on the furniture explaining that the furniture should only last for one year and please don't have fat people sit on it. Will not likely to either recommend or purchase any furniture from them again. Be forewarned, a good look but that it is not to last. I however had hoped for at least more then one year of use!

I ordered a coffee table and when the time passes when it should have been delivered I looked at the tracker and it still said processing or something similar. I spent TWO HOURS on the phone with customer service and was transferred through 3 separate departments until a woman made to appropriate request through their system for me and was told I would hear back in 2-3 days with a new shipping date. I never heard back from them and had to go back through there customer service. This time they set a delivery date and said they would call 2 days in advance to set up a time. Of course they never called. It came the day they were set to deliver and I was not expecting them to show up given the fact they had sent me no conformation and had setup no time. They showed up at 9 in the morning while I was in an exam and called me cell on repeat. Finally, when I got out and picked up one of the many calls they were very rude and I ultimately had to call and wake up a roommate to let them in.

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!

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.

Have you ever wondered why Pottery Barn doesn't have a review section on their site?
There is a reason. It would overflow with negative reviews. The quality of most products is as bad as their customer service. I am trying to return the PB Comfort Square Armchair twin sleeper because after just two months of use I found lots of molded spots all over its mattress, the base and the mattress cover. All that on the invisible side, on the bottom, facing the floor. I took pictures, video, and contacted their customer service. We agreed on the return of that whole thing. Today it's been a month since. I never got an email or a phone call with the confirmation and the date for the return. And when I try to call customer service they are having hard time connecting me with a supervisor, saying it will take up to 72 hrs to get back to me. And no one calls me after the 72 hrs waiting. This is the worst shopping experience I've encountered ever. Not only their products are made in China, but their customer service is a joke too. The lesson learned - go through product's reviews before buying it.

I was planning for a small luncheon for friends, and bought a set of Bistro Outdoor Flatware in Navy Blue. According to the online description, a set included four place settings with three pieces per place setting - spoon, fork, knife.
Was so happy to get before the date, BUT the set of four had transformed into a set ot THREE place settings, with four pieces per setting - 2 spoons, fork and knife.
WHAT DOES ONE DO WITH THREE PLACE SETTINGS? That's ridiculous.
I couldn't even order more, because it was on sale, and has completely disappeared from the PB website. Also, it's not returnable because it was clearance.
I emailed customer service THREE TIMES with no answer, and I couldn't get through on the phone.
So, I had to buy another set on Ebay for $38.00 (instead of $21) just to have a usable set. (and I bet those were being sold by other unhappy buyers, unloading an odd-ball set of three place settings!)
Plus, I was not able to use them for my luncheon.
I know this is a small order and money loss, but these slip ups cost business.
I was about to order over $3,000. In bedroom furniture from PB, but I have changed my mind and will shop elsewhere.
A company that takes pains to present themselves as upscale owes their customers better customer service.

They sell stuff and promise delivery in 3-5 business days. And then they delay shipping for weeks or even months. And still they keep selling the item on their site, promising new unsuspecting customers the same 3-5 day delivery time. This has happened repeatedly to me. They are absolutely awful. Dishonest.

I have purchased a number of items from Pottery Barn but wont purchase furniture from them again.
The PB basic sofa with the down cushions has lost a number of feathers and is very saggy. I will have to pay to have new cushions made. The material has literally shredded.

My beautiful farm house table, which I loved, has a large piece of veneer missing from it.

I think the quality has changed dramatically from what it used to be. We are only in this house half of the year so it really hasnt had much use. So very disappointed.

Judy

I expected much more from pottery barn. Ive been waiting 2 months for 2 chairs to come in. They scheduled delivery and then it got lost. Now 3 more weeks out. How are they surviving? These chairs shipped from California and tools 17 days to get to Dallas. I receive orders from China quicker than pottery barn. I will never purchase anything from this place again. I would like to return the chairs but Im afraid theyll never refund my money. DO NOT BUY FROM POTTERY BARN! I should have checked reviews prior to ordering. I guess thats why you cant review items on their website. Makes total sense now

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.

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.

I thought for spending $1k on a dresser at PB, it would be better than an IKEA dresser - I was wrong. I bought a Rory changing table dresser. Material is cheap. And it doesn't even have gliders for the drawers! The drawers get sticky and you need two hands (one on each drawer pull) to close the drawers! Ridiculous! Now I know why they don't have customer reviews on their website for their products! Will definitely avoid any furniture products from PB (regular, teen, kids) in the future.