"i ordered some expensive furniture, long wait, no one called for delivery in advance. i earned 575 dollars in rewards and using those reward dollars was a nightmare as the reps never applied the points despite repeated assurance by various staff members. finaaly got the email after multiple calls and the current order with use of reward point is still hanging in the air. very frustrating and a waste of time. they never send the confirmation emails as promised, last tie using pottery barn. "

"I ordered four chairs from Potter Barn on March 10, 2018. I was told it would take 8-12 weeks for them to be delivered. The chairs weren't delivered until August 6th! It took five months for them to be delivered and I only received 3 of the 4 chairs! I'm still waiting to find out when the 4th chair will arrive and nobody can tell me. I call them every week and customer service can't give me an answer. I will never buy anything from them again. Horrible service. They did charge my credit card for the 4 chairs. "

"Never order anything offline to be delivered. Nothing but issues constantly. "

"Purchased furniture with a 12 month 0% financing option and divided the payments into 12 monthly payments, however I purchased another small item 8 months after the initial purchase not knowing that Pottery Barn does not work like other charge cards that apply the payments to the first purchase before applying the additional payments towards the second purchase, as a result I was a few days late paying on the first purchase and got hit with $400 in interest. This was never explained to me and customer service was rude and offered no resolution so I cancelled my account. Buyer Beware!"

"I tried to shop in the store. The staff was rude and way too busy to help customers, so I ordered online.

I ordered 2 rugs. I received three. It took two weeks to get the duplicate order picked up. In the interim, it cluttered my living room while I had guests. The customer service was abysmal. They had no idea that I had received a duplicate order. I was trying to do the right thing and return unordered merchandise and they were rude and unresponsive. In retrospect, I should have donated it or given it away!

The rugs are VERY poor quality. They replaced much cheaper rugs from Home Depot and Bed, Bath and Beyond, but they are inferior to the cheaper ones. They are pretty but shed huge clumps of fiber and after 6 weeks look raggedy and worn. I have to vacuum them constantly; after vacuuming one , I have to empty the vacuum canister before doing the second one. I have lived in places with new wall-to-wall carpeting that sheds for a few weeks but looks OK. The Pottery Barn rugs shed more and look worse. Seems like they are designed to look good in the catalog but not for people to actually walk on them.

Lastly, the Pottery Barn credit card (issued by Commenity Bank) is ridiculously hard to deal with. No paper bills, even though I requested them. EVERY time I try to log in, I have to jump through hoops just to make a payment. I plan to cancel it as soon as the last payment is credited."

"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."

"They deserve zero stars. Have ordered over five times from them and not once have I received the order without errors. Not only is it one thing to make a mistake but their service is so poor you spend hours trying to deal with them and they are unapologetic, have no sense in trying to make things right etc. I am so frustrated wasting time with this company to get a product delivery issue fixed. Restoration hardware on the other hand has always performed at a level one would expect when paying for either of these retailers goods.

This time we ordered two night stands. Paid with my PB credit card. I have been charged for it and the delivery. Guy showed up with only one. Did anyone want to tell me he didn’t have another one on the truck? He says his order says only one yet my receipt and card statement show two. Scheduling called and after 32 min on hold say only one available so only one delivered and item is no longer available. Why wouldnt anyone let me know that before coming with just one night stand? Dispatch called and state same thing. Held phone for 48 min and gave up trying to get customer service so I can get refund for my one item not delivered, for delivery fee and also to schedule them to return the one night stand since we need matching pair not just one. Called store and they said they were busy and would call us back later when they could. Clearly no one cares about the customer at this organization."

"Ordered item and was told several times it was coming (coming out of out of stock status) and my card was charged...then the item never shipped and my card was credited back. Then finally my item comes and it's a returned item! I mean, that should have never been sent to me as a new item. When I called to complain there was no apology and no credit offered, the item was all of a sudden out of stock again so only option was to wait more months to get a hopefully new item or print the return label, repackage the item and take it to a UPS store myself. No thank you! I wasted enough of my time with your canned customer service responses and being passed around by your customer service people. I think Walmart has better customer service and better trained employees if you can imagine that! Pottery Barn desperately needs to learn from Chick Fila's customer service. This experience with Pottery Barn was my last one and I will not be purchasing anything else from this so called high end overpriced store."

"OK- Here is the scoop
I was looking for a sleeper sofa and decided to see what the new Pottery Barn store had to offer.
I was shown the PB Comfort couch and told that it can be a sleeper, in fact I was sold on the Deluxe Sleeper ($1,500 more than the other sleeper option)
They did not have a Deluxe Sleeper to show me in the store, but was assured that it would be just like the PB Comfort that I was shown, just with a sleeper inside.

I ordered the PB Comfort Deluxe Sleeper and waited 7 weeks for its delivery. Once delivered I saw that it was NOT like the PB Comfort sofa I saw in the store because the seat and back cushions had black fabric on them- making them impossible to flip and rotate.

Flipping and rotating couch cushions is essential to keeping the sofa looking new.

I immediately went into the store and showed the manager the pictures of my cushions and said this is not what I was told I would be receiving and asked for the store to replace the cushion covers with ones that were flip able (did not have the black fabric on them)

The manager said he would look into my request and get back to me. I would check in with the store manager every week requesting status and was told he was waiting for Sku’s from their DQT group and could only contact them via email (no phone?). 3 months went by and I started losing faith so I went to the website and found this
REPLACEMENT CUSHIONS
•When you choose Pottery Barn furniture, you're not just getting exceptional quality; you're also choosing exceptional customer service. Should you ever need to purchase a replacement cushion or slipcover, our associates can place that order for you at any time. For assistance, please call 1.***-***-****.

I called the number and explained my issue several times. Each time I would explain the issue over again (average call time was about 1 hour) and each time I was told that I would get a return call with an answer. Sadly I never received a call back from any of the customer service people that I spoke with.

Finally I got a representative on the line that looked through the notes on my account and found the skus that needed to be ordered. The order was placed and I was given an ETA of May 16th. I was obviously over the moon and glad that this Pottery Barn nightmare was over. A few days later I went into the website to check on my order and found that it had been cancelled….nobody called me to tell me and nobody had an explanation.

Finally someone told me that the Vendor that makes the PB Comfort Deluxe sleeper couch is different from the vendor that makes the PB Comfort (without sleeper) and that the cushion covers I was getting replaced were for the PB Comfort(without sleeper). The vendor that made my PB Comfort Deluxe sleeper couch could not make the replacement cushions covers without the black fabric. The vendor that can make the cushion covers, without the black fabric, was not the vendor that made my couch, so I would need to pay for the cushion covers!
I had another call yesterday with a representative that was going to escalate my issue and get back with me…..but at this point I have little faith and truthfully am so disappointed.
I decided to see if other folks had similar experience and found the Consumer Affairs site and over 800 people giving Pottery Barn one star!

Bottom line I should not have to care that Pottery Barn has 2 vendors making the PB Comfort couch….. Pottery Barn needs to place the cushion order with the vendor that can make them for $0. I do not understand why this is so difficult.

It has now been 6 months and I still do not have the couch that I was sold. Pottery Barn needs to make this right
"

"Pottery Barn and it's partnering business West Elm are absolutely the worst companies I have EVER dealt with in trying to resolve the problems I encountered with the orders I placed. On April 29th I began placing an order online with Pottery Barn using a $100.00 gift card that I received from West Elm for compensation for a problem that was a nightmare to resolve with them. I had a question about where to locate the pin number so I called their customer service line. I was told that the pin number was located in the lower left hand corner of the gift card and that I was to scratch it off and then enter it into the appropriate field and then press enter. I did this and the order did not place. As I was speaking with the customer service rep., she asked for the card number and the pin. I read it off to her and was told that the order had been placed giving me an order number. After not receiving a confirmation of my order in my email, I called Pottery Barn on Tuesday, May 1st, and was told that the order had been deleted and that they would contact someone in their order editing department and get back to me. They did not. I called today and after getting the run around for almost 2 hours, was ultimately informed that someone else had used the card to place an order and that the gift card only had $37.00 left on it. The only other person that had access to the information on the gift card was the customer service person that "helped" me with my order. I was told that there was nothing that could be done about it. I called and left a message with their fraud recovery department. I called again to speak with a manager,explained to the customer service person again in detail about the situation and was told that she would need to investigate and call me back. I have called this company a total of 5 times, spoken to 6 different people, invested more that 4 hours waiting on the line for an answer. The last 3 calls, I've specifically asked to speak to a manager and have been disconnected, left on hold, or been told someone would back to me. This company has completely and utterly contemptible business practices!

Linda Stout

"

"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 let’s 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.
"

"These guys are from mars! Went to the store and they ordered replacement cushions,, 8MONTHS later we are still dealing with it...they have sent us 3 sets that didn’t fit and to get them to send back was funny sooooo now they say because it’s more than 10 years old they have changed the cushions"

"You would think that after only 4 or 5 days of purchase you would get an adjustment in the form of which you paid. That is not the case, I received a $60 merchandise credit only. I asked for the money to go back on my credit card, they would not do it. They said instead that I could use it at their sister stores. I'm sorry, this doesn't sit well with me. For being a first time customers with Pottery barns I was not happy with this result. Moving forward I will not purchase or spend my money at any of their brands or sister brands. I have gone onto several review sites to warn other consumers that they do not value your business and if you find issues, they only solve them in a way that benefits them. The customer losses in this company. Their policies are not transparent, and they do not have customers in their best interest. Buyers beware. You have to absolutely love it and expect merchandise credit if you don't. Or if you find it cheaper then the coupon you use. Yes, that is right, if it goes on sale for cheaper than a coupon you used you do not get your money back,only merchandise credit, even if it's only a few days later. Yep, you read that right. From my purchase time to sale time was a matter of a few days, well within a 7day mark. Maybe that is why I am so bitter about the decision to not give it back to me in the form in which I paid. Not again!!! And hopefully I can warn many others too. "

"I purchase the "Charleston " sofa size 86 " for my sitting room - When the sofa arrived it looked small to me , more like a love seat not a sofa so I measured it, and low and behold it was 84 inches and had small black spots on the fabric. I called 15 minutes after the sofa was delivered. After speaking to 4 different people I was requested to take photo's of the black spots on the sofa while not addressing the difference in size . I sent the photo's to the email they requested . No follow up email nor phone call. I called and they put me in touch with someone else. This person stated I needed to send the photo's to a different department and was given another email address. I must have spoken to three different people about the size of the sofa. I explained again and again there was a size discrepancy along with the black spots on the fabric. Days later I received a phone call to set up an appointment to have someone come out and clean the sofa. Again, I explained to them that the sofa was the wrong size. The sofa was an 82" not the 86' that had ordered. Well, this customer service person was so rude and totally disrespectful explaining to me that it was a known law that sofa's can be off by a few inches. I asked where was a this information on the website. She had no answer. I expressed my feelings of frustration and she hung up on me. I was shocked and appalled that a customer service representative had the nerve to hang up on a customer. I called the number back where she had called from and it was invalid so I had to find the customer service department number and after going though 2 different people I finally got the correct person. I explained the conversation I had with this rude, horrible woman and I was told that there is no such law that sofa's was allowed to be inches off. I wish I had the name of that horrible nasty women. I have never been treated so awful by a customer service representative in my entire life. Pottery Barn should take a lesson from Wayfair and or Restoration Hardware . Their customer service department is wonderful and a pleasure to speak with. I have read other complaints about the customer service department at Pottery Barn and how they were also hung up on. Perhaps it's the same awful woman.. Obviously Pottery Barn has a major problem with their customer service department. Pottery barn needs to clean house and have a training program how to treat their customers. I would hate to think it's protocol for Pottery Barn to allow their customer service department hang up on customers . I am business myself and I would never tolerate such behavior from an employee. I believe if Pottery Barn doesn't get their act together they will lose business and have to answer to their stock holders. My experience with Pottery Barn been a long aggravating stressful ordeal. But with all that said, I really loved the Charleston Sofa. It was beautiful ! . Had I not been treated so horribly I would purchase another sofa but I am reluctant and afraid that I would have the same problems. I finally got a call given a date they will pick up the sofa. I only hope now they will credit my account in a timely fashion . "

" I bought an item in December and was told I would receive it in January. At the end of January I went back to my account to see what was happening with my order and they put it on backorder for the beginning of February. To make a long story short, they continued to do this. Finally I sent them an email and cancelled my order. For some reason this company felt like I didn't deserve respect and didn't bother to send me an email apologizing or explain what was going on with my order. Congrats Pottery Barn, you have lost a customer!"