Pottery Barn

Ordered coffee table and 2 end tables, reclaimed wood, noticed after several months the end table has almost completely split down middle- color was lifting on coffee table with several small splits- called customer service and used the website (pictures, etc) as directed- NO RESPONSE- called again, repeated process per directive of customer service who said he would order to be picked up - NEVER Happened- CALLED AGAIN and

spoke with another individual who did set up a pick up of furniture and spoke with supervisor who said given the poor product would refund our money- they picked up furniture and credit was not applied to our credit card- CALLED again and agent said he would "check in " our furniture and process refund- several days later we get a merchandise refund for 1/2 the…

Designer from Pottery Barn ordered mismatched furniture for us and now we have to pay extra to get it fixed.

I have been on the phone for over 2 hours now and still holding for a manager. I am having an issue with an order and want to discuss the horrific service with a manager but they don't seem to want to take the call and leave it to their probably under paid customer service reps to deal with it.

I will never order from your company again as this is the second time I have had issues with an order. Your service is the worst around.

01. All three were charged to Affirm and refunded back on September 1st and 2nd to Affirm except for the Belgian Flax Duvet which was refunded but not refunded to Affirm. I called on 9-3 to bring it to their attention and was told that it was too late to refund to Affirm so they would send me a check.

Then after weeks it was a merchant card. I have called repeatedly and made it clear I want this to be refunded to Affirm. I called Affirm today and was told that it is never too late to refund to them.

They have now consistently told me to give it 72 hours and it will be fixed; called and now 14 hours. I have been calling continuously for weeks and no refund. I am paying on a product that they have which was returned. This is fraudulent.

I have shopped with them for 25 years and furniture…

Back in august I ordered like 4 pieces of furniture ...the one cabinet and two of the chairs are in stock...the one is a special order...when I hit submit it indicated that the first found pices we be DELIVERED in EARLY sept that is not the case they have them in a wharehouse but will not SPLIT the order...which I don't think is right and now they have DEBITED my credit card two months to the date of getting any of it............I think the Order should be SPLIT....since I am paying for this and have nothing to show for it...I have requested two time they order be split....PB has the worst customer service

this needs to be rectified....

Judi Chorba-Greenberg

upon contacting customer service at approximately 10 am on Monday morning Oct 9, I was spoken to rudely with insolence and aggressiveness

I was solely asking about the order I have and tracking only to aggressively be told that there would be negative marks made to my file. Shame on Pottery Barn for employing a hostile person to handle Customer Service - a detriment to your reputation

Dear Laura (CEO),

Your email online is fake and doesn't allow to send anything to you even though you have it listed... I hope this letter finds you well. I am writing to express my utter disappointment and frustration regarding my experience that has been ongoing since the beginning of the year. As a loyal customer, I have always held Pottery Barn in high regard for its quality products and exceptional customer service. However, my encounters have been getting been getting worse and worse and has left me feeling disheartened and unsatisfied beyond belief.

On February 5th we purchased the Farmhouse Upholstered Swivel Armchair, Polyester Wrapped Cushions, Performance linen Ivory. We were told that this was the only one that came in green guard both as a fabric and body. I visited the…

I ordered a bed for a new construction May 7, 2023. 76. I have been calling to schedule this delivery since before 7/25/2023. I have made 12 inquiries since 7/25/2023. I have a record of each person I spoke with and what I was told.

They have all given me the same story that my bed is in the North Georgia Warehouse and it will need to be transferred to the Raleigh Hub. Each time, I am told that an email is being put in the system and that I may want to call the shipping dock in Georgia and Raleigh.

Each time I cannot get a delivery date. I am not sure that it is good business for your Pottery Barn customer to have to call the shipping docks and truck drivers to inquire…

Everything was horrible with our Pottery Barn experience. The shipping, the customer support, and the time wasted trying to deal with everything. I would not recommend ordering furniture through Pottery Barn. It is very overpriced for the mediocre quality and the sub-par customer service.

Safe yourself the hassle, and shop elsewhere.

35 after shipping and tax. We were excited and felt pottery barn was a quality company and we were willing to spend the hefty price for the quality items. Unfortunately, one showed up with a crack in it. After some time spent with customer service, they sent a new one out and said we can ship the old one back.

Unfortunately the second one came and was defective (the screws were put in incorrectly for the adjustable caps, so they could not be screwed in fully or without being at an odd angle causing wobbling). After another hour with customer service, they said they couldn’t send another replacement until they received the 2 defective items back.

00 to buy the box from ups. 00 after tax. 00 elsewhere then return to ship it. Our patience was entirely gone as we were going to spend no more…

I am very upset because this company offered me a credit and said that if I get approved I get a discount. Well they lied and gave me false information. On top of that they told me they would honor by giving me a discount of 20 percent on my item and free shipping for having me on hold for five hours. Well they lied.

I had proof of the email that was sent to me and they still did not honor it. Saying that it was not documented in their system. Next they charged me for a product they never sent. Almost ruining my credit.

Dear Pottery Barn Customer Service, I hope this email finds you well. I am writing to express my extreme disappointment and frustration regarding the series of unresolved issues I have encountered as a customer of Pottery Barn. The level of inconvenience, disregard for customer satisfaction, and poor customer service I have experienced is unacceptable for a company of your reputation.

Firstly, I would like to address the matter of the Ultra Lounge Square Upholstered 3 piece reclining sofa. I ordered this couch on February 26, 2023. After enduring a lengthy 3 1/2-month wait for delivery, the couch was finally delivered on June 3rd, 2023. Upon delivery, it was noted that the headrests were not aligned as well as the cushions from each recliner. The cushions did not align correctly. They are…

Good afternoon Sir // Madam,

By way of introduction my name is Bert Beek and I am a Canadian citizen who recently shopped and purchased items at one of your stores in the state of Maine USA.

During our shopping experience my spouse and I purchased several items in your store and after we had paid for them a Mr. Gerard, an employee at this particular store packaged up the items for us to leave as we continued to browse throughout your store.

Needless to say, we thanked him, took the large shopping bag full of gifts and left. Several days later we left the state of Maine and headed back home to Canada, crossed the border and later on discovered that two of the items we had purchased at this store were not in the large carry bag. I immediately contacted your store and spoke to a…

On April 6, I ordered four pieces, Order No. 330963704565. During the order processing, I knew that Item #: 5894197, Benchwright 38" Cabinet Buffet, Rustic Mahogany was coming from an outside vendor and that because it was international, it would be a long wait (estimated delivery of July), but

the three pieces, Item #: 9941730, Modular Bar, Glass Door Base, Mahogany, were at the Distribution Center at the time of order and that they would be delivered between April 7-15. With that, I made the order. On April 10, we were informed that items would be held at the delivery center until all items in the order were there, and that it didn't meet the criteria for a split delivery.

This was not what we were originally promised when I made the order. What can be done to split this delivery so we…

I placed an order back in April for the pottery barn kids hot wheels (cars) sheets set.. Unbeknownst to me, the system ordered the hot wheels monster trucks sheet set. I get an email stating that it is back ordered.

I was confused as to why the wrong one was ordered, Along with them taking the amount twice out of my bank account as a pending transaction. I called them and they said my order was back ordered and I told them no, the wrong order was put in by them and I wanted the cars sheet set.

They said that is fine, Those are in stock and we will send those right out and I will get them within four days. 68! The sheets that were supposed to get here last Thursday, now four days later, they keep sending out different ship dates and no one knows what’s going on.

I’ve called customer…

I ordered a sectional and two of three piece were delivered on 4/17/23. ) can’t be found!! I’ve called a half a dozen times! One person told me it was put on the wrong truck! If you know it was the wrong truck then you should be able to find it, right?

Other people I talked to said to call back because it’s only been missing a week. Why am I constantly calling, no one seems to want to help. Just so frustrating!!! I feel like disputing the charge on my credit card until they find it.

Atrocious -- as in non-existent -- Customer Service. I selected a flatware set, and was advised it wouldn't be delivered for *four months*! As that wouldn't have worked, I called to inquire if I could delay or, alternatively, accelerate shipment, and clueless Customer Service rep said they couldn't help with that at all.

So I looked up Pottery Barn Executive Offices -- which didn't answer their hone!!! I believe I tried one other number, which invited me to leave a message (and someone will call back "within 24 hours" -- during which, of course, I'd sit waiting by the phone. ) a week.

This is a nearly dysfunctional operation.

. In late March I purchased the 36’ Austen vanity (896151) at your store in Troy Michigan (order #330852701342). At the time of purchase you charged me an additional $360 for shipping, which I feel is excessive and well beyond industry standards. However, that would not be an issue here as long as I received a quality product and good service. Unfortunately I have neither.

To begin, this item is very clearly shown and described on your website to have a black cement countertop. In fact, you offer it in three sizes and all photos on your site vividly show a black cement top. In the questions section on your site it is specifically asked, “is the top black”? Your associate answers unequivocally, “yes”. When the item arrived and was unboxed the countertop was light to medium gray untreated…

I ordered custains on December 2022, the curtains never arrived. Pottery barn kids is refusing to give my money back and to cancel the order that has no status. Accoding to them they are unable to contact their vendor. Disrecpectul and abusive with me as client. Order No.

323452970276 Since I did the affirm option to purchase my products, they are telling me they never charged for the item that never arrived, but I sent screenshots from affirm showing that they charged me for the full order and I am paying interest for something I never received. They refuse to contact reafirn and tell them to take that charge are of my financing.

WHEN WILL PB UNDERSTAND CUSTOMER SERVICE???????

Needed pedestal table. In store. Would not sell.

Have spent over $ 10K w/ PB in 2-3 years.

YOU TROGLODYTES (look it up stupid) have lost ALL MY BUSINESS FOREVER.

GREAT CUSTOMER CARE

ILL APPLAUD YOURE GOING UNDER

Just over a year ago we bought the Astoria Storage bed sku# 2979500. We also paid for "white glove installation service" Recently the center support rail broke in half. When I removed the mattress I discovered the reason it broke is because it was missing 2 support legs.

I called customer service and was informed, that even though it was improperly installed resulting in it breaking, since it was just over a year there was nothing they could do to help me.

Additionally no replacement part could be ordered. An absolutely atrocious experience and I will not be shopping with any of their companies again since they refuse to stand behind their products and services.

I’ve been trying to get a refund from PB for the past six weeks. Every time I called customer service, I got the same answer that the refund will be processed within 3-5 business days. It’s beyond frustrating because I can’t get to the right person to help.

Pottery Barn has the worst customer service. I will never purchase anything from their website after this debacle. I hope they will be out of business in the near future.

I ordered the Aubrey desk on July 27, 2022. I received on December 2, 2022. Ryder delivery men damaged the desktop while putting it together. On December17, 2022, I contacted Pottery Barn and was told that Ryder never notified Pottery Barn.

I have contacted Pottery Barn several time about this issue. The most recent estimated delivery date was February 2 to February 28, 2023. I am not going to order from any of the Pottery Barn stores or their partners. I’d advise everybody to do the same.

My son and future daughter went to PB at Fig Garden in Fresno today to register . Not one !! One person offered to help them. They told them to get on line and add to registry. as newly engaged you would think that someone, anyone in the store would pull some items for them to look at NOPE.. nothing. Now.

Last year when my daughter got married a nice young man set a whole dishes up woth glasses and dish set silverware. WHAT has happened to customer service. I will call and complain again and again till your store employees do there job, help young individuals with placing a wedding registry in store!!

Ty Mother of the groom

I originally ordered a king size bed in September 2021. Today is March 1st 2023 and I still don't have a complete bed!!!! 18 months later. Customer service is unreliable. Every time I speak with a customer service agent to get an update on the status of my order, I got completely different answers. They have been holding my money for 18 months and I still don't have a solution or answer when I will receive a complete king size bed I ordered back in 2021. Very disappointing to say the least. There is a major miscommunication within the company departments. Currently Im out of $3500, wasted 18 months and still don't have a bed.

(In 2022 October I called customer service to check on my order. I was told the king size bed is ready to be delivered. I got excited and scheduled the delivery date…

Bought 3 white sofas for 11,000. One seat cushion has black stain across it. I’ve called four time, has a guy for Pottery barn come back to take pictures and still none has contacted me. The delivery guy took photos too but still nothing.

I’m dreading the word, never shop Pottery Barn.

Hello Laura, It is with great disdain that I write this email concerning the disrespect that I encountered today at the Cherry Hill Pottery Barn Store in Cherry Hill, NJ with your Visual Merchandising Manager (unfortunately, I did not get her name but she is blond, with a tattoo near her upper right shoulder).

Her rudeness & annoyance displayed immediately as she saw me in line waiting patiently to be assisted. She then went on to demonstrate smugness when I stated I would like to pay my credit card. She acted like she didn’t hear me and was bothered by such request.

Her approach towards me was beyond rude, careless and unacceptable. Among the customers that were standing there it was as if her bothered her to: 1. Assist a customer of color 2. Even bother with such request Now, I could…

Their products may be nice but their ability to manage delivery is terrible. We’ve been trying to get delivery organized for a bedroom set we purchased in November. The product exits in their warehouse but they don’t seem to know how to get it on a truck and delivered.

My wife has spent four days a week in the phone with them for six weeks and they simply don’t know how to execute the delivery. The coordination between their service people and operations side is abysmal. Even the US Post Office looks efficient compared to Pottery Barn.

Hello, I ordered this chair James Leather Recliner, Down Blend Wrapped Cushions, Legacy Chocolate SKU: PF6994746 from Pottery Barn Saudi Arabia online on Dec 2. I have not received it yet, they called me a few days ago saying it's not available and we will refund you your money! knowing that I bought this when it was on sale at 70% discount. I raised a complaint in pottery barn Saudi Arabia but they just offered me 20% coupon which I already have!

Please either provide the ordered chair or a coupon with the same discount I got during the sale.

Order number PBSAHDE0263172 Tareq Algurashi +966505907698

I ordered a dining set (table and 6 chairs) October 2022. I received the chairs about two weeks after ordering but have yet to receive my table. They deducted the money for the table on November 26 when it “shipped”.

It took over a month after that to schedule delivery. That day came and 15 minutes before my delivery time the tracking system said “delivery cancelled”. No one called or reached out. I had to hound PB daily for over a week to find out my table was probably lost.

I reached out to the CEOs office and they passed me along to an assistant who is stringing me along saying they pulled the discontinued table from another warehouse and it’s been shipped. But she cannot provide me with an ETA or any tracking information. It’s theft. Plain and simple.

70 handling fee. I agreed to this and placed my order. Upon receiving my delivery I realized they charged me the shipping fee PLUS a delivery fee of $48,00 (which I was completely unaware of and did not agree to).

I have been on hold for 44minutes trying to speak with a customer service escalation supervisor…unbelievable…

Delay after delay and now a complete cancellation with no notice or reasoning.

I went to Pottery Barn today to try to purchase two of their large heavy pottery vases and about $180 apiece. I spent 45 minutes in there. I could not get anyone to help me they were way too busy standing behind the counter talking no one once looked at me, smiled at me, or even spoke to me.

I walked out not making a purchase.

I ordered my sofa 10/27/2022 today is 1/3123 every time I call customer service they’re no help I’m still waiting for my sofa I just someone to care I’m customer but they don’t care about there customer

You should be ashamed of yourself how your customer service department treats your customers. I ordered a jewelry box 11/26/22 for my 6/yr old niece for Christmas. It’s still not here. Your customer service rep had the nerve to say to me you don’t always get your way.

I have been extremely dissatisfied with all aspects of pottery barn. Initially I was lied to regarding delivery time frames, (by months) … last minute cancelled on scheduled deliveries multiple times when i spent $1000 to fly from California to North Carolina to be here for deliveries, all being with less than 24-hours prior to delivery!!

5’ stain that looks to be red wine or juice!! my brand new floors were scratched during this delivery, I was told I would receive a 20% check because of all these issues on the total order.. was then told it would be as a gift card now because apparently the pottery barn I purchased from - La Jolla,CA took my cash and rang it all in as gift cards.

I paid for my entire order with cash, how the store chose to ring it in should not be something that I am…

I purchased two identical arm chairs from Pottery Barn. When they delivered, I didn’t realize that one of the chairs had nail heads, and the other did not. When I called Pottery barn to resolve this problem, they said I already except a delivery so there’s nothing they can do.

I showed them my sales receipt that plainly shows two of the identical chairs were purchased. However, they are different. They explain this is a manufacturing problem and nothing they can do. I explain to them the manufacturer would listen to Pottery barn and not to me so they need to contact the manufacturer to resolve the problem, but they refused.

When I shop at well-known stores like Pottery barn, I would think they stand behind their products.

I ordered a Ayden Square Uph Poly Perf Everyday Velvet Swivel Recliner Smoke, order #322312355868. It was supposed to be delivered THREE different times, and THREE different times I stayed home from work for the delivery, and THREE different times no one showed up.

The first time was 12/14/2022, appointment #15464009. The second time was 12/20/2022, appt #15944136, and the third time was 12/20/2022, appointment #15944166. Since then, I have spent untold hours on the phone trying to get this straightened out, until finally today I was told that it was in the correct place to be delivered, but

that now it is not in the correct place, and they don't know where it is, so I would have to REORDER the item. After reordering, I would have to wait AGAIN for the item to be made and it wouldn't be…

47 on Sept 3, 2022 and it took until yesterday to get it delivered broken, 01/12/2023, over 5 months. Every time I called to check on it, noone really had an answer. In November 2022 the associate cancelled the order and replaced it.

These poor people on the other end of the phone really had no answers to any of it or location in tracking. The process is very poor customer service, not that anyone on the other end of this complaint really cares!

Good Day, I am a new resident at Naples Florida, I bought September 26, 2022 all my furniture at PotteryBarn (Water side Shops) I already got the confirmation for my appointment for December 21,2022 for the delivery, surprise NOTHING came in my house and after several call at RYDER (your white glove services third party) they told me they have NOTHING for me !

I went to the boutique and saw my designer. She said she can't help me . She passed to the customer service director (MIKE) after they said many times someone will call me ....NO ONE called me for an up date.

Furniture took forever to be ready for delivery, then when it was ready I was scheduled for delivery. On the day of delivery, no one showed up, I had to call, wait on the phone for over an hour to be told that they lost my item and it would be several days for them to find it and when they did they would call. They never called.

I had to call back and wait on the phone for another hour to get the delivery scheduled. This happened several times. I would have an appointment no one would show, I would have to call, they lost my item, I would have to call back in a week to reschedule.

This has been the most frustrating company ever to deal with.

It is horrible that you took away military discounts from the very people that keep this country safe for you to continue to sell your items! It is also horrible that i was forced to pay an additional $300 for white glove service when i did not need it.

” No one could explain but could only reschedule for 3 weeks later. Delivery came with wrong sofa; refused delivery. 2-weeks later still trying to track down sofa (paid) with many calls, on hold over 20 minutes, cut off many times, and delivery warehouse not responding.

Now waiting again for answers. Horrible service with everyone blaming everyone else, no answers and no credit for terrible service!

Almost 2 years ago I had been pursing the Hart 71” buffet. I gave them my AmexCard as deposit. They kept saying it was not available. I called them in June, this year, and they said still unavailable. I assumed that was the end of it.

The rep put in as a back ordered sale. 06 with tax and shipping. When I was in CA I saw the cabinet was now available and at a lower price. ( August 2022) The girl who rang it up never mentioned that I had one on back order. The price was $2587.

Since I shop at PB all the time, I saw it had been reduced by $170. 66. ( 10/10/22) . In the meantime I got a new Amex and canceled the Gold card for a Platinum. The delivery of the cabinet was 11/23/22.

When they came they said they had 2 on the truck. I said I only bought one. They brought in the order for…

Order No. 323413041365 Order Date: December 7, 2022

To Whom it May Concern, I am writing this email on Christmas Eve in regards to a situation that I encountered with ordering from Pottery Barn online. I have always adored the Pottery Barn brand and often gift Pottery Barn to my friends, family and children.

On December 7, I placed an order for a Disney Winnie the Pooh Organic Nursery Pajama and a Disney Winnie the Pooh Ultimate Collection Personalized Storybook. The estimated date for the book to be delivered was scheduled for December 23. The pajama shipped out and was received on December 12.

I made a call to Pottery Barn on December 22 at 11:40 a.m. since I have not received tracking information for the book and was told by the sales representative that there was a “production…

To Whom it May Concern,

I purchased the Babyletto Hudson Convertible baby crib in white from Pottery Barn Kids; Order number 311343524204 and item #99344965 last May 2021.

I was living out of state so the crib was not used until October of 2022. Shortly after, we noticed the paint was starting to chip on the crib railings and became very concerned after finding particles of paint on my baby’s face and mouth after each nap and in the morning. In December, we contacted your customer service department but due to your current return policies we were unable to reach a solution.

Regardless of your current health, safety and material requirements I believe you would agree that this is a health and safety hazard! We expected top notch quality of your product, as our past experience in…

We have recently spent $25k for an order we placed in August. We have been charged for everything in our order but we have not received our order. We are missing couches, chairs, a bed, rugs and we keep getting told everything will be delivered on certain dates.

We confirm appointments and we wither get a no show or only receive one item out of the many that were scheduled for that day. No one can give us answers. We keep being told one thing and it doesn't happen.

No one returns our calls or fixes the problem. We have sold furniture to make room for our new furniture and now we are sitting empty. Worst customer service ever! I am so frustrated as we have spent over 40k in furniture over the past 5 years with Potterybarn.

Placed an order 2 years ago that was missing parts, called and never received them. Ordered a Duvet in Sept 2022, kept getting text messages that it would be delivered on certain dates, it never showed! Got text messages about every week saying it was coming and never did.

It is now December 2022, still no show!

Finally cancelled order by phone, waiting to see if I get my money back! I had returned 2 pillow shams but only got credit for one! Wanted to talk to a manager or supervisor, they would not let me. Kept putting me on hold.

I placed an order with the Pottery Barn Kids on November 28, 2022. To date, I have not received the items. Whenever I check the tracking info, the dates keep changing. I tried calling Customer Service and have been kept on hold for over 20 mins, only to have someone hang the phone up.

This is simply poor customer service for such an elite company. To say the least that I am not happy is an understatement. I will no longer purchase anything from this store again. Thank you.

- On 10.2.22, I ordered a desk that I had been looking at for months [Order Number: 322753845047, Order Date: October 02, 2022] - 10.30.22 received an email for a scheduled delivery between Nov 17 - Nov 21 - 11.2.22 paid in full

-->WhenI hadn't received by 11.21, I called Pottery Barn CS and was on the phone 1-2 hrs --the Monday before Thanksgiving. I was told, that more research was needed to give me a status and I would be called back in 2-3 business days. In which I responded --"on Thanksgiving" and the respond was "yes, 2-3 business days". I never received a cal back or any other communication. --> 12.1, after receiving no information, I went back and clicked on the original tracking link and I had a new delivery date (12.5 - 12.10 --or something like that) -->12.5 I called Pottery…