Pottery BarnReviews 573

Ordered 4 outdoor dining chairs with cushions. Received the cushion covers, but no cushions or chairs. Countless time on hold waiting to speak to cust service. Finally got thru on day 2 and was asked to hold, held for 20 minutes & then got a recording that their volume is high & stay on the line. Call back and get another person, same thing hold while I check your order, never gets back on the line, same recording. I have ordered over the years many PB items & was pleased. There are far too many good retailers out there to put up with such low level service. PB has really gone down hill!

Through the years, I have spent thousands at Pottery Barn. I recently purchased an outdoor dining room set that deteriorated within 6 months. Fast forward to today, I received a compass piece of decor which I noticed just went on sale. Not the end of the world, but being that I just received it, I thought I should be entitled to the sale price. Well apparently, Pottery Barn doesnt do price adjustments. And to top it off, the customer service rep was rude. Sad to say, not the first time I have received poor customer service from PB. It pains me as This used to be my favorite store. I will have to take my business elsewhere.

I received a desk as a wedding gift, Logan Desk in Antique White. I also received several of the matching pieces for my office. The desk has 3 drawers and 1 large cabinet. The cabinet clearly has holes pre-drilled for shelves, yet the shelves aren't available. So, this cabinet is a waste of space. I complained to Pottery Barn that I needed these shelves, & they weren't helpful at all. Without exaggeration, I spent over an hour on the phone, which included 4 separate calls, because I kept being put on hold, got disconnected, and once the customer service rep. Hung up on me! I used to be a good customer, but today they lost me as a customer. It seems like something is going wrong there. They used to be very good on customer service. Even the wait time to speak to anyone there way too
Long. When I finally did get to speak with a person who was somewhat knowledgeable, they were abrupt and unapologetic and explained that 30 days had past so I was out of luck. I am more than disappointed but will take my business elsewhere. Definitely no longer recommend.

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!

We have been long-standing PB customers but have recently noticed a troubling gap in competence due to a poor link between PB's stores and online/corporate operations. My wife and I bought the Comfort Roll Arm Slip Covered Sofa sofa for our living room several months ago and were talked into a certain fabric and color by a Burlington, MA sales associate who assured us it was a classic material/color that PB always carried. We recently went to order a matching love seat only to find out that they have stopped carrying the fabric we were talked into. When this was raised with customer service, they responded by suggesting fabrics and colors that would be the "closest match" to what we already have (I doubt having 2 pieces of furniture in ALMOST the same color is a winning interior design philosophy). We now have the choice between having two couches in our living room with slightly different colors, or spending north of $500 on a matching (non-returnable) slip cover for the sofa. There is little incentive at this point to continue considering the matching love seat or shopping at PB in the future.

I ordered 2,8' Chesterfield Sofas. Soon after the sofas were delivered I noticed that I was constantly trying to recreate the pleats on the top of both sofas.
This is part of the email I sent to the salesperson that helped us spend our money.

"... The sofas are comfortable and fit our living room nicely. Unfortunately less than the minimum fabric was used to hold the tuft/pleat/fold. It is the same problem on both sofas. It's a constant struggle to keep the tufts folded and, finally, I thought to contact you."

I was told my issue would be referred to their 'Platinum team'.
Five weeks later, I received this response:
"... finally heard back from the factory and they said the issue fell within the standards of what is acceptable and will not be rectified."

As a programmer I would love to tell end users that the program I wrote was sufficient and would not be updated; 'Nice work if you can get it'.
$3500. 00 is a lot of money to me. I thought I had researched brands before making my final decision but I was wrong.

I will no longer spend my money at Pottery Barn and recommend that everyone else find a company that values customer satisfaction.

Was very disappointed in the sales person at the Winter Park Pottery Barn. We bought a couch and were told by the sales person that we would get key rewards points for the purchase of the couch. This was one of the reasons why we bought the couch on that day (great false sales technique). They only care about the sale. The salesperson even said that when you come back I will help you pick out through pillows with your key rewards. The couch was $3,500 and when I reached out to the key rewards to ask why I did not get my points (who the sales person signed me up for) they told me that I was not eligible. What a joke and a horrible sales experience. I will never go back to the Pottery Barn in Winter Park again. I would think that it might have been an error by the salesperson that I could excuse, but the sales person had explained that they have worked at multiple locations for many years. Sleazy Sales techniques and the company does not care. Pottery Barn, Shame on you for false advertisement.

Michael

I ordered a bed last year, after 9 months of continued delay I finally gave up and cancelled my order. Stupidly I tried again this year. Feb 2018 placed an order for two beds, neither on back order. The first due to be delivered no later than March 26th... it's April 11th, no bed. The second I am told is now on backorder. The only way I found that out if by calling the delivery line, I have called customer service 4 times always with the promise they would research the delay and call me back. NEVER have they called me back. The second bed was to be delivered by April 9th... it's not even in stock at the warehouse. Horrible horrible horrible in every way.

I recently made 2 separate online orders totaling $608. I have a Pottery Barn credit card which has rewards and special financing. They have special financing for orders $750 and over. I called customer service to see if they could combine the orders to apply the special financing. I was told THAT IF I MADE ANOTHER PURCHASE TO HAVE IT TOTAL OUT TO $750 they would apply the special financing. Thats exactly what I did and when I called back I was informed that it couldnt be done. I was told I would speak with a manager to try to resolve it. The manager told me I could cancel everything and repurchase the merchandise. I then asked if my coupon would be applied once the new transaction was done and she said No. That I would be benefiting from the special financing. I told her I wanted my coupon to be applied and special financing since if I would have made the purchase all together and used my coupon I would still be able to use my credit card. This made me very upset and disappointed that they wouldnt accommodate the mistake that was done on there part. I wanted to cancel the whole order, which she told me I could. I spoke with someone else and was told I couldnt cancel the order, but only one item that was on the order. Ive been provided with misleading information from the beginning. Now I have to receive the merchandise and then return it once it arrives. Im so disappointed.

So far this is the worst experience when buying furniture and good luck to all of you if you need your items to be delivered. Pottery Barn has the worst customer service that I have experienced (this is no exaggeration). Pottery Barn has hundreds of horrible complaints.
I ordered a bed for my daughter on January 16th. If I just had the chance to read all these complaints I would have never went to the store. I have made multiple calls and waited for more than 30 minutes each time. Finally, after almost two months I had the Honor to talk to a Customer Care Leadership (I can go hours elaborating on the meaning of this title for Pottery Barn). The Customer Care Leadership told me that she we take care of anything five days ago. You guessed it right, I have not heard from them since. Now lets make the math, today is April 3rd, I have not heard of any update from them, and calling them is as useless as that Customer Care Leadership title. I think it is time for a refund. Please Pottery Barn Customer Care Leadership do not answer this post with a Very Sincere apology, just stop doing this to your new clients, the old ones will never comeback.

Ordered a $1000 upholstered headboard in early Dec 2017 and got it finally delivered in mid Jan 2018, unfortunately with the wrong fabric/color. Despite multiple calls, bouncing around and follow-up emails with PB customer service, I still haven't got a replacement one month later. All they can tell is they have reported the issue to the vendor and it has to get thru their Quality Team before a replacement can be made. It has been 2.5 months now since I placed the order but no one could assure me when I will be getting the correct product that I ordered. Really bad customer service experience that is not commensurate with the brand name of Pottery Barn and its high end products.

I ordered a bedroom set for my son on sale last year. August to be precise. The set was on sale, and that's what nudged me to buy it, even though my honest impression of their products is that the quality can be questionable. I was promised delivery between September and October (October 1st was the last date they had given me). October came and went with no notice and no delivery. I finally went online to see what was wrong and the new date was listed as February. I couldn't believe it. I called customer service right away and complained, and the representative was appalled as well--they couldn't understand why I wasn't notified, but as far as they could tell, that was the only date they had. We waited months for that set and it finally arrived mid January. The "white glove" delivery left much to be desired as I found a nick in one of my walls as well as the furniture itself after they left. I wanted to write this review so that others could find it and understand that their problems with this company aren't alone. This wasn't a matter of underestimating demand at the holidays, this was an absolute bait and switch when it came to the date. They offered nothing for my wait time. Had I found anything comparable, I would have cancelled the order. Pottery Barn is one of the only large companies out there that doesn't provide reviews of their items on their website, and with good reason. If people were allowed to share their experiences, they would be out of business. Avoid at all costs.

I called the Valencia Pottery Barn in a quest for red dinner plates. Robynne answered the phone and put me on hold for 3 minutes. She found the plates and gave me the sale price. When I arrived at the store, the plates were waiting for me at the front register. The cashier (associate #*******) wrapped them so thoroughly that you would have thought I had spent a fortune. Everyone was friendly and efficient. This is why I don't shop on line. It's nice to receive personal service.