"I recently became a Pottery Barn customer (at Christmas) and had been planning on spending more money than the $3500 dollars I had already spent to date. On 4/30 I placed an online order for round rings and curtains. I had been busy and was not in a rush to receive them. A week later I thought I would check on my order status. What did I find? I found out that part of my order (the round rings) were cancelled. When I went on Live Chat to ask what had happened, the customer service person told me that the order had been cancelled and if I wanted the rings I would have to place another order for them. I trusted what she said and did so. She offered that to help with the inconvenience she would credit me the additional shipping.
Just as I was about to close my live chat, I check my PB credit card activity. What did I find? The original charge of $511.99, then a credit on 5/6 for 326.88, then a charge on 5/6 for 349.61. At this point I asked the rep. what had happened. The subsequent charges and credits were apparently initiated by their computer system (that is what I was told). She said that there was an inventory error and the system credited me the rings. When I told her that the rings were not credited, rather my curtains (and then recharged), she said she was getting confused. Additionally, I asked her why the recharge was higher than the credit. She said she finally figured out that I was charged twice for freight. She issued a credit of $43 for that, but did not issue a credit and she did not credit me the original charge for the round rings or for the freight of the new round ring order (as she had promised for my inconvenience).

Two days later, my account gets credited $326.88 for the curtains (because they were temporarily out of stock). I have never received notification about the unavailability of any of these products. At this point, I call in to customer service and the rep. tells me that the curtains are permanently out of stock! I mention to her that the order shows them temporarily out of stock and that I am still being charged the round rings on this order which had been cancelled by the system. I told her that only one of the round ring orders was in route to be delivered (I received them today), but I told her that the originals (which showed "cancelled" on my order) were still charged. I told her I was very upset and needed to speak to a manager. She informed me that all the managers were in a meeting and that they would have to call me back. I am still waiting.

The same day I live chatted again (with the same individual that I spoke to originally). She mentioned that she had told me about the curtains the last time we spoke and she referenced the transcript of the live chat. I have a copy of the transcript that shows otherwise. She also said I would receive the credit of $164.84. I still do not see that credit. The same day I called the store to see if they had any advice and all the rep. told me was that the PB store and the online store were completely different entities and she didn't know what to tell me.

I am so frustrated and disappointed...I was so excited to decorate my house with pottery barn products...at this point, I have hardware and no curtains...and I am inclined to take everything back to the store...the only thing that is holding me back is other reviews that say it takes forever to received refunds. Honestly, you think that you can go higher end and receive better service, but as I have experienced this is not the case. The two times I went into the store I was pleased with their service, but I am disgusted at the disregard for their customers. In this day and age what sets a company apart is their service...not just their products."

"I had a bit of a problem waiting 2 months for an anywhere chair and a seat cover. The seat cover was defective. I complained to the representatives on the customer service hotline but got nowhere. After emailing corporate heads, I was contacted by a corp. customer relations officer who went out of her way to resolve the problem. I received a brand new seat cover as a replacement and did not have to pay for it as I was previously told by the hotline employees. Thank you for your help, Ashley."

"I will never order from Pottery Barn again!!! They shipped my order and 2 items were missing. One item showed they did ship it to me and it WAS NOT included in my order and the other item is on back order and they keep pushing the receiving date to a later date. NOW IT HAS BEEN PUSHED BACK TO NEXT MONTH. It is a 12"x24" lumbar pillow insert. If they can not keep this in stock maybe they should change the pillow sham to a standard 12"x22" so a person can purchase it at other stores. I will not receive it before the baby shower which is a BIG disappointment. I HAVE MADE NUMEROUS CALLS TO POTTERY BARN AND AM NOT HAPPY WITH THEM AT ALL.
"

"I have been a loyal customer of pottery barn for many years until recent events. I purchased a bed for myself and a treehouse bed for my daughter. My bed was scheduled by pottery barn to arrive on the 24th and pottery barn kids scheduled to come to my house on the 23rd. My son was home in 23rd and without prior notice to me they also showed up with my bed on the 23rd. Since I was not aware of this change I did not remove valuables from my bedroom. I found out about the change in delivery schedule when I returned home from work. I walked into a room with a new bed and was missing $2100. I filed a report and since my son did not stand beside the men and see them take the money it becomes a he said, she said case. I have been told after calling pottery barn and their third party company that this is not a problem with pottery barn but with the delivery company pottery barn contracts with. I feel like I purchased merchandise from pottery barn and it is an issue with pottery barn. If I was given notice that they were bringing my bed on that day then it would have been my fault for n i t clearing out the valuables in my room but I had no prior knowledge. I still have emails and voicemail messages stating my bed was set for the following day. I spent over $4000 in 3 months from October to December. I am disappointed in pottery barn for not going out of their way to call and try to find a solution. At this point I hate to say, I will never do business with this company again. I let everyone I know that they should be very careful letting any delivery company in their house even if they are dealing with large companies such as pottery barn."

"What is going on with these brands? In 2 words, they SUCK!!! I am talking Pottery Barn, Pottery Barn Kids, & Pottery Barn Teen. And I am specifically talking about the catalog and online ordering. The salespeople in the stores are fabulous, and really try to make up for the horrors of the catalog/online disasters. My husband has been working in retail online site architecture and backend distribution systems for 16 years. Most recently, he worked on Walmart's online system. Last year they had a terrible mix-up and there were 3,000 orders that were not going to be able to be delivered by Christmas. Did they do nothing? NO! They had real human beings call every person to apologize and offer a discount. Now, this brings me to this Christmas. I ordered bean bag chairs from PB Teen on 12/9 for Santa gifts. They were in stock and promised to arrive by 12/18. Plenty of time, right? Wrong. I am a busy mama, like most mamas and I am trying to care for my elderly dad, too. Did I worry when the 18th went by and no bean bags and no word from P.B? No, because I trust them, they will come through, or they would have let me know that the nearly $400 I have plunked down on bean bag chairs was for nothing. Especially since this is the gift that Santa is leaving for my 2 boys!! Now, it is the eve before Christmas eve, and I am away with said elderly dad. My husband is waiting for the bean bags to arrive to hide them before the boys see them but they don't show. Now I start to panic. Santa can't leave a note saying that he could not get the boys gifts this year due to a manufacturing error in China. I call P.B. It takes them a while to find my order and figure it out, but finally the customer rep states that they oversold the bean bags and had no idea when they would get anymore. They knew this a few days after I placed the order. They failed to e-mail, write, call or otherwise tell me and I am sure 1000s of other anxious parents in the same boat. The customer service rep barely issued a lame apology and offered no other help. Wow. Shown up by Walmart!! I would think that this was a rare instance except that an earlier order for a rug placed in August also turned into a MIA nightmare. And my mother-in-law's couch ordered from PB in July did not appear until October with much visits to the store, calls, and threats to cancel on her part. Whoever took over the merchandise inventorying/distribution for these brands should be fired. I will not order anything from the catalog or online again. There are so many other great home furnishing businesses around now who value their customers that I don't need to deal with the PB crapola. "

"I love Pottery Barn products and have always enjoyed shopping in their stores, but their customer service is HORRIBLE!!! I ordered several gifts from them this past Christmas, all with the guarantee that they would be delivered on or before Christmas Eve. Today's date is January 2, and I have not received one thing that I purchased. One of the items was ordered on Nov. 22, I received an email saying I would have it by Nov. 28. When I still hadn't received the order on Dec. 1st I decided to check the status which had been moved to back ordered with a delivery date of Dec. 24. Five days before Christmas I was getting nervous that this would not be in for Christmas so I called the company and find out that the item is not coming because it is sold out. I was NEVER notified that my item was on back order and then NEVER notified that it was sold out. Their customer service handled this by apologizing and telling me to check a retail store. The next missing order was several items purchased the early part of December on a gift of the day offer. Again, my order was guaranteed to arrive on or before Christmas Eve. I received an order confirmation and then not another word. Of course, my gifts did not arrive on or before Christmas Eve, because as I found out today one of the items has sold out and the other items in the order were cancelled. However, they did apologize for their mistake and said I could reorder the item that is still available for full price. After going back and forth with them about the issue they decided that offering a 15% off discount would solve everything. The item was purchased at nearly 40 off (gift of the day) with free shipping-15% off is not a solution! Needless to say this will be the LAST time I purchase from
Pottery Barn and their companies. Pottery Barn has proved to be an unreliable company that does not care about their customers!"

" have never been so disappointed in the lack of customer service. Pottery Barn in general has degraded themselves as a store the only thing they forgot to do is lower the prices. Well truthful I have got better customer service from Walmart!!! Problem is I went to order a Christmas Gift and apparently there was a mistake on THEIR end with pricing. I went to order a backpack and it was only .30 so I ordered 10. My card was charged and I received conformation of shipping on Christmas Eve. Then I went to check for a tracking number and everything had changed. I called customer service and was told out of stock sorry. Very Rude so I requested supervisor. Oh no one here until 10:30 I will have them call. Imagine this NO CALL. So I called back still no where with this new customer service person. AGAIN NO SUPERVISOR will take a message. LOL So after going over every thing again with her and being put on hold over and over again. Guess what I learned. Oh we have them we just changed the number. I can sell you one now and have it shipped for FULL PRICE and shipping and handling. NO THANK YOU. When I confronted her with that being a terrible thing for a company like pottery barn to do she immediately back stepped and ended up offering me a store credit once I purchased the bags and paid full price and S/H. AGAIN NO THANK YOU. As of right now NO REFUND has been made and no email to tell me it is out of stock. This is such poor customer service I plan to blow up the internet anywhere I can to let people know how terrible of a company Pottery Barn has become. "

"I do not recommend shopping at any of the William Sonoma stores. Much of the merchandise is made in China. Poor customer service. "

"I have placed many orders with Pottery Barn before, and this issue happened just recently in the last month.

I have a few items in the cart and I was waiting on a good sale with emailed promotional coupons.
After trying out a coupon to see if it applied and clicking remove coupon my order would automatically be submitted.

After calling up to cancel the order that I did not submit , Pottery Barn Customer service would tell me I had to wait 24 hours before they can cancel my order and it would be canceled. ( which later I was told they have the ability to actually submit for cancelation but the rep. lied)

So, the next day I would call in to cancel and they said everything was in and if an item ships i can call in to re-route back to Potterybarn. Which ended up happening but when i called the next day saying a package shipped already that the re-route was no longer an option. Also that because my item which i didn't place in the first place is not refundable at this point, because it was a monogrammed item.

I have purchased thousands of dollars in merchandise from Pottery Barn just the last few months but their customer service, rules and systems are poor at best these days. Misinformation and screwy website submitting orders when I click remove coupon.

Say goodbye to a long time customer."

"Do NOT order monogramed Christmas stockings from Pottery Barn. I ordered the Channel Velvet Stockings - 2 large ones and a pet one. When they arrived the pet name had been monogrammed on my husband's stocking and his name was on the pet stocking. I double-checked the order to see I had made a mistake on the order and I had not. Pottery Barn customer service was very helpful initially and scheduled a pick up for the incorrect stockings. The representative said they would send the corrected stockings and I could chose to have them arrive on December 2nd or on December 5th. If I chose the December 5th option the stockings would be inspected before they shipped. I chose the inspection option and expected the stockings on December 5th. When they still weren't here a week later I called again and the customer service representative informed me they had run out of the green stockings but the pet stocking was on its way. I informed her that I did not want any of the stockings if the total order could not be fulfilled as they were intended to be matching. I also expressed my frustration that I had not been called and informed that the order could not be fulfilled. She said I could schedule a pickup of the white stocking for refund and then schedule another pickup for the red one when it arrived or wait and schedule both when the red one arrived. The red one arrived last night so when I called to schedule to pickup of both I was told I would only receive a store card and would not be refunded back to my credit card. They explained it was because they had corrected the mistake on the red one. I explained that the original order had been messed up and I didn't want a stocking for myself and my dog but not my husband. They said their policy had recently changed and they would not issue a refund to my credit card. I asked to speak to a supervisor and was told that the supervisor would only reiterate what I had already been told. I explained that I should not have to suffer the consequences of their mistake. Once again I was offered and apology but told I was misinformed by the previous representative and the new policy did not allow refunds back to original credit care. I am so angry!! My daughter-in-law had similar problems with her Christmas stockings a couple years ago. I should have listened! So I am warning others!!! I LOVE their products and have shopped there over the years but they are NOT customer friendly."

"DO NOT ORDER FURNITURE FROM POTTERY BARN. This has been the worst experience with a retailer that I have ever had. They only deliver one day a week so even though my wife stays home I had to take a day off because that's the only day my daughter has to leave for 3 hours for preschool. Customer service is horrible. Promise after promise but they did not come through once. I was told a complete lie on 3 different occasions. And to top it all off once the love seat which was done 2 months before the sofa but not delivered until a month later it had different feet then the sofa. It has been 3 weeks and i'm still waiting on the matching leg to arrive. I've had bad experiences with other companies before and I understand mistakes happen but most companies go above and beyond to make you satisfied, not Pottery Barn. They don't give a s**t about you as a customer. "

"DO NOT SHOP HERE. IT IS HARD TO GET A REFUND. "

"HORRIBLE customer service! I ordered my media set in
August and for some reason no one has been able to get my order right, which has been incredibly inconvenient. I have never been so dissatisfied with any store before. I have called about the same matter over 10 times and all they do is transfer you from department to department and never fix the issue. Not only is it annoying to wait 20+ minutes to get a hold of someone, they do not stand by their word. I was supposed to receive a phone call in regards to my delivery date and they have failed to contact me on several occasions. I had to wait at home the entire day because I was never told the time frame of when my furniture piece would arrive. I have been trying to contact someone in order to complain and they told me I would be contacted by someone but as expected, no one has called me. I'm not one to write reviews but Pottery Barn's customer service is so terrible that I felt the need to share my experience. "

"Ordered a leather sleeper sofa on July 20, 2014. Said it would be 8-10 weeks for delivery - DO NOT BELIEVE THEM. I called numerous times to check the status of my $3500 order and each time they gave me a different answer...from it's left the manufacturer; the delivery company will be calling soon; it hasn't been maufactured yet; it will be about 30 days and we'll refund the $250 delivery charge; and on and on. Very frustrating. But today was the last straw. After waiting 3 months for the sofa (and getting rid of my old one to make space for it), they delivered a totally wrong sore - not the right style, size or covering. I'mon the phone to their furniture customer service and the wait time was 25 minutes before they answered. The rep tells me they'll have to re-order the sofa and it will be another 8-10 weeks. Whatever. I'm trying to cancel my order and they have me on hold for another 16 minutes and counting. I will never buy furniture from pottery barn again. If you have 5 months to wait for your order (and who knows if they'll even deliver in that time, go ahead) but PB has definitely turned into a Buyer Beware retailer. Do not buy from them. "

"I am very upset with Pottery Barn and I WILL NEVER Refer them to anyone, or go shopping to their store or online! I have purchased a halloween custom for my 16 month old grandson, but when my daughter in law tried it on him, he started crying and its obvious he did not like the custom. When my daughter in law mailed and return the merchandise, I had called Pottery Barn that I wanted the refund back to my credit card. The customer service I spoke said that I should be able to get my refund back in a few days. However, when I checked my bank account statement, there was no refund stated in my account. I then called the customer service again and spoke to Elda and I was shock to find out that they had sent my daughter in law a merchandise credit in the mail instead of giving me a refund back to my credit card. They said that the department decided to give a merchandise credit to my daughter in law when I have requested them I wanted a refund back to my account! The lady told me that she is emailing the department my request for a refund and it might take several days! At the meantime, they have to cancel and void the merchandise credit and wait for it to be voided before a refund can be done! Meaning I have to wait several more days before a refund! Who knows if even get a refund after reading all the reviews about this company! What a JOKE! "