"I bought a chandelier at the outlet. It was missing several parts. I was not told items may be missing parts. They are not able to provide these parts. When I called the store, they actually asked me if I had checked with a lighting store about it yet. I said no, I am checking with you first. For a company selling such expensive stuff, you'd think they'd have a better level of service but unfortunately they don't."
"Phenomenal experience out of Miami, FL. Delivery guys were professional and took pride in what they did. They were on time and respected my home."
"I bought a red chair at regular price tried applying all discount codes advertised on their website and none worked although they offer 20% off including furniture. Immediately after placing and paying for my order a banner appeared offering exact same chair in a different color for $30 off. I called customer service and after waiting on hold for 45 minutes someone came to the phone and told me my order can not be cancelled because ORDER HAS NOT BEEN PROCESSED yet. He said called this evening anytime before midnight to cancel order. I called at 11:30 pm same day and customer service rep said they can not cancel my order because it already HAS BEEN PROCESSED. The exact reason why they could not cancel my order earlier. They are playing games. I proceeded to explain they have same chair in different color and requested to have $30.00 off applied to my order they claimed they can not do such thing and advised to refused my package when delivered.
At this point I don't believe anything they say. Never again. You are a mean on Mr. Grinch Pottery barns is a bad banana "
"I placed an order with Pottery Barn Kids online; this was a custom order with monogram personalization. Upon receipt of the product, there is a clear notable defect in the stitching that had loose colored excess string showing behind the white fabric, it practically looks like a stain. The only way to get this out is to cut a hole in the fabric and attempt to mend. I called their Customer Support line and explained the situation to the customer service representative. The rep was kind enough to offer to ship a replacement one, which I agreed to. A lesser issue is that I was quoted a scheduled date for shipment, but received it two days later. Upon receipt of the replacement item, I discovered that it had the SAME exact type of defect, but was MUCH worse, along with sloppy seams/stitching this time (rush job?). There's clearly something wrong with their quality validation on these products. I have purchased similar items from them over a year ago and had NO issue for both of those items (regular Pottery Barn, not the Kids division). I spoke with and emailed customer service, asking for a manager or additional help. All they can do is offer to refund money and require ME to drive to a Pottery Barn location (1+ hour for me) or find a box and print out a shipping label and ship out on my own time. All I want is a good product without defects. They seem to be a bit passive aggressive in that they cannot make a product to my qualities. The defect looks like a stain, and I've sent pictures to them explaining this, yet their customer service rebuts in that they cannot really see in the picture of the issue that I am complaining about. I'm done dealing with this company."
"Purchased some beds from them and a whole month later I still have nothing but excuses. Have called customer service and waited for over 1hr to finally speak to the right person. Emailed and still waiting on response. You’d think they’d be better at this. Next time I’ll be taking my big purchases elsewhere.
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To my surprise, I was locked out of my online account. No big deal, I phoned in and was told to allow the system to reset in 20 minutes. I did. Still locked out of my account, I phoned in my order for two upholstered chairs. They were in stock and ready to deliver. I received no confirmation, no order # and no tracking information. A week went by with no notification, I went online to investigate and was still locked out of my account. There was no evidence of the order when I used the phone tracking method, so I called again. I tried to place the order online- this time the delivery date was November 24, 2017 but again, my account was locked. After a 12 minute hold, a customer service rep took the order, and verbally verified that the credit card was processed and the delivery date is now December 28. This time, I asked the rep to stay on the phone until I receive email verification. As we were waiting, I heard children in the background; I asked her if she was working from home. She was. She had a five month old and a two year old around her. This softened my heart as I envisioned a young mother trying to make ends meet. She did the best she could with the limited resources she had. I still have no confirmation of having placed this order. Service from Pottery Barn, owned by Williams and Sonoma has taken a precipitous nose dive and I doubt that I will be shopping with either of them again."
"We ordered furniture from them online.
After 3 months of excuses, multiple backorder delivery dates, and many phone calls, they canceled our order, saying they had no plans to fill the order - and nothing offered by way of compensation. Since we used gift cards to pay for part of purchase, they had our money for the entire time - we have to ask for store credit back, at a store where we'd rather not spend a dime. We kept getting reassured that everything was taken care of and our furniture was coming. All untrue. This is the worst shopping experience I have ever had online. STAY AWAY!!!
-extremely angry customer, will never again buy anything from Pottery Barn or its parent company."
"I ordered a backpack a few days ago. I ordered an extra large backpack. It was the size of something a toddler would have. If you are lucky you might get one notebook in there. The backpack I got was a ripoff. It wasn't extra large at all. Im probably not going to order any more backpacks from pottery barn. I have to go to school in 2 weeks and it is just too small. Can't get my money back because it was monogrammed. Beware of the extra large backpack.Thanks for your time. "
"I used to love PB, but lately when you send something back, they take forever to refund your purchase. I sent something back two weeks ago and had to call them yesterday. Customer service told me they had received my items back and they would expedite my refund. Should be completed in 48 hours. Well, it's been 48 hours and still no refund. I shop online all of the time with many different companies and every other company that I deal with, refunds within a day or two after receiving the merchandise back. I am officially done with PB!!"
" My wife and I purchased a roomful of Pottery Barn items a couch chair lamps sheets drapes rod holders embroidered bed spread etc. we had only one problem and they had the factory pick it up for repair. 5 stars all the way around king st Charleston sc. Amazing Katie and Angie"
"After trying to get in touch 3times over the Customer Service online (i got 3x the email saying they would answer me in 24h... not even an apologies email...) I decided to tell her my case...
I am Brazilian, I have been living in USA for 4 years and one of the things that I most admire here is the way customers are appreciated and treat. But the only place I never feel welcome and to be honest, I feel UNCOMFORTABLE and I feel even that I am mistreated is in PB Kids Store!
It is not the 1st, neither the 2nd or 3rd time I go there that I fell the personal has such a Bad attitude that makes me wonder way? Is it because I am a foreigner? Is it because I have an accent and don’t speak perfect English? Or because I was buying just a small item?
Usually I am extremely friendly, I smile and am kind to all. I used to be a store owner in my country and I know how to treat people very well.
But today I decided it was enough. I left the store feeling so frustrated and uncomfortable that I decided I needed to report this to the Headquarters hoping someone would be able to do something about it hoping this will never happen with anyone else. But the worst part is that it is not one specific sales attendant…
It happened already more than 3 times in the same store (Houston, TX, Wertheimer), and today I spoke with a man and a woman, and BOTH had such a bad attitude… rude, arrogant, unpleasant… looks like they are making me a favor to sell…
I went to buy a gift from a gift registry…. I simply asked for a wrapping or a bag, since online there is this option I thought we could buy presents in store too. The sales representative looked for some paper rolled it up and said they were out of ribbon, but I could cross the street and buy it myself… I explained I could buy the same item online and that it was even with a discount (that they did not offer me in store) and it would be delivered to the persons house for the same price, and he just took a deep breath and said, if you want I can return it… I was already feeling so embarrassed and uncomfortable with their attitude that I felt like if I asked them to return they would scream at me… I left the store with my item, a paper roll and came home.
Just to add one thing that also happened in this mean time, I asked the sales rep if they still have the tags to glue in the backpacks. He said they had some with letters inside… and asked me “we have in Gray, DO you want it or not”? Again, uncomfortable I asked, “Is it too much to ask to see it first?”… They brought it…. It was black/grey, boyish, and I need for a girl…
It looks like they don’t like foreigners or anyone that buys small amounts??
Once I bought all my kids bedroom there… but never more… "
"I bought the Griffin Media Console and had it shipped to a store (very heavy) because I live very rurally and it shipping was going to prohibitively expensive. Got the item and bought it back home. The "reclaimed" wood is a pretty loose term and it's kind of a glorified IKEA mish mash of scrap lumber (it's jointed with some industrial machine that puts it all together). You would think with this, the lumber would be also planed to have a flat top as it has clearly been restained. Nope, my shelves are twisted and they didn't bother to stain the underside of the highest one (one you are most likely to see the bottom of). And then it turns out, the screw holes they inset for the bolts don't actually line up with the other pieces. I'm no dummy when it comes to assembling stuff, but this is **** poor quality for a $1000 piece of 'reclaimed' wood furniture. Would never order it again, even if the screw holes were able to be drilled correctly and the unit fully assembled !
geez....."
"They display themselves as a high end store but the customer service after the sale is poor. They do not make the deliveries on time, taking months to fill your order. When you call to inquire they don't care. The white glove treatment is sketchy, the first delivery I had they asked to borrow a knife to open the boxes and then took it with them, the second delivery the people could not speak English!. When I call their customer service line the get rude with me and when I ask to speak to the manager they hang up on me. They **** Bad!!!!"
"I ordered a n entire bedroom set and rug on Sept 22nd. The Hudson bed was supposed to be delivered in late January (a very long timeline that was NOT explained by the salesperson).
It is now Dec. 20th and I received an email saying that the bed is still "backordered, out of stock" and will not be here until February. I called Customer Service and the representative said they are only getting beds in a few at a time, with 44 orders on the list. The bed might actually be delivered in March or later depending on how they fill the orders. So even though I have an order number, and an order date of Sept. 22, they cannot tell me when I will get the bed.
The night tables arrived and the rug is due, however there is no way to pull the room together o a piece by piece basis.
So beware if you are ordering furniture as the hundreds of other complaints detail. Pottery Barn salespeople only want to sell. They and "Customer Service" is of no service, does no follow-up regarding late orders, and really doesn't care when you get the merchandise. I read the reviews and ordered anyway based on past experience. Wish I hadn't! So disappointed in what years ago used to be a good shopping/buying experience."
"I will never buy another piece of furniture or fabric from pottery barn again. Got a comfort rocking chair and ottoman, took 6-7 weeks for the fabric, and when the fabric came (after waiting all that time), the fabrics are totally different and different for the chair to ottoman (ordered navy - got a blue ottoman and purple chair). Called to get this straightened only to find out they will not take the fabrics back, and only offer a replacement of the fabric, which will take 6-7 more weeks! Poor customer service, without nearly any significant compensation (a few dollars). Extremely frustrating and disappointing. And to add the the fire, the chair rocks poorly and makes noises. Do not buy furniture or fabric from pottery barn or pottery barn kids! Beware. And the general manager and customer service are difficult to deal with and will not make things right. Very disappointed with both quality and service!"