Pottery Barn

I ordered a couch, chair with ottoman and love seat in January 2022. The love seat was delivered in July 2022. The couch was delivered in Nov 2022. I was told the chair and ottoman would be delivered last Friday between 4-6.

The ottoman arrived at 8. No chair. I have wasted so much time on the phone with PB, the distribution center and the delivery center. Today, I have wasted an hour on hold. Still have yet to speak to someone. It's been a year. Yes, A YEAR!!!!

I'm so frustrated and tired of dealing with this. No one can help.

The customer service for West Elm (same as pottery barn and others) is HORRIFIC, DO NOT BUY A POTTERY ARN GIFT CARD EVER! If you need to return anything, it is a nightmare to get the gift card amount back.

After 7 calls to customer service I have concluded that not only are the employees incapable and not caring but “their process” makes you feel suicidal! I will NEVER shop at the group of stores under the Pottery Barn label and advise you to be very cautious when doing so!

STAY AWAY FROM POTTERY BARN GIFT CARDS!

Have been waiting for almost a month for reimbursement for a cancelation of a product. I was told I would receive it in 5 to 7 business days. I called back on a follow up and was told that I must first speak to someone in distribution.

Who ever heard of such a thing!! I never received the call. This company has very poor corporate policies and is not customer friendly. Run do not walk from them.

Store personal lack of training. Constantly give customers wrong information. No one, even the managers, know the facts about the Pottery Barn Cap One Visa card. Recently was treated rudely by a Rachael (not sure of the spelling) employee at a store in Houston, TX.

Does no good to complain to customer service at 888-779-5176, because supervisors do not return calls and one gets a "standard" email back obviously by someone that didn't even read the details about the complaint filed. Same problem with West Elm.

Both have great merchandise, but waste alot of customers time due to employees lack of training.

They stole our money and didn’t give us our goods. Thousands of dollars. Theft reporting jus to police. We gave them 8 months to do right and 20+ calls to try and resolve. Truly disgusting corrupt company.

I RECEIVED ORDERED TABLE ( #322230085894 ) ON NOV. 31 AFTER BEING RESCHEDULED @ LEAST 3 TIMES. TABLE DESCRIBED AS HAVING ITALIAN MARBLE 1 & 1/2IN. THICK. MY TABLE WAS ONLY 1 INCH THICK WITH A 1/2 INCH BLEMISH ON SURFACE THAT EYE IS DRAWN TO IMMEDIATELY.

WHERE IS MY 1/2 IN. EXTRA MARBLE. POTTERY BARN DOES NOT MANUFACTURE 36 IN. WIDE 1 IN THICK MARBLE THEREFORE WHERE DID MINE COME FROM. HOW CAN STORE SEND WHAT THEY DO NOT MAKE OR SELL. WHO RECEIVED MY 1 & 1/2 IN.

TABLE TOP THAT POTTERY BARN MADE? THIS IS SUSPICIOUS. IS SOMEONE SWITCHING MARBLE TOPS & MAKING MONEY WITHOUT POTTERY BARN KNOWING? I BELIEVE THERE IS A PROBLEM HERE & I HOPE YOU DO NOT IGNORE & INVESTIGATE. PEOPLE CAN BE VERY CREATIVE WHEN STEALING.

ALSO I CANNOT REORDER TOP BECAUSE SOMETIMES POTTERY BARN GETS BEHIND IN ORDERS…

This is at least the third or fourth complaint I have had this year regarding the poor condition my Pottery Barn merchandise has arrived in. This latest order (Santa pillow), was in a box much too small, the lid was open, and the sides were cut open and squished.

Luckily, it was a pillow so there was no damage to the item, but the Santa head was partially out of the box when I received it. in the past year I have received broken items, no packing materials, and squashed boxes.

The worst experience. Expensive. They shipped defective items. They don’t stand behind their products. Customer service is horrible. They are robots. Waste of time.

There has been zero transparency and communication on the location and delivery date of a bed ordered May 2022 and due for delivery Sept 8, 2022. I have spent hours on the phone w local store employees as well as the customer service line.

The same theme is present; “ we can’t locate the bed but the system is saying it is in transit”. What kind of logistics and distribution center tells customers this? Each time I reach out the message is the same but they add 4 weeks more time.

The bed was due today Nov 17 from 11-1 pm and it never arrived. No communication sent to me either. 4 hours and 4 customer service reps later no further update. In fact I kept asking to speak to a a manager and no manager would get on the line. It’s deplorable service.

I will make it my mission to let everyone…

Been waiting for a sectional which stated was in stock , available for delivery in 4wks. My credit card charged in august. No sofa has been delivered 3 months later and everytime I call I get a different story. Always put on hold and cs never comes back on the line.

This is a b2b acct. Can’t get anywhere with these people and they have had my money for over 3 months !! Horrible. Don’t buy anything here.

Have dealt w customer service twice now w NO outcome as promised. Delivery man called me on 10/31/22 to tell me he was delivering my console table. I instructed him to leave by the front door, but did NOT. I hv ordered cancelled and ordered again and CAN’T get my delivery. I am disgusted!!!! Order#322263419440.

Delaney console table in gold. I expect some sort of compensation. This was being delivered to Hilton Head SC.

I purchased products from your outlet store in Birch Run,Michigan. I took clear pictures of the items, and when I returned to get them, one of the items to the set had been damaged. The lady at the store was very rude, but agreed to refund the purchase.

While I was there I noticed two wall units that would also work instead of the ones I did not pick up. I asked if I could apply my 10% discount for opening up a Pottery Barn charge account (initially used on the purchased I was forced to refuse because it was damaged when it was moved before I returned to pick it up) for the new purchase. I was told I could not. According, I did not make that purchase. At that time the item was discounted at 50%.

Frustrated, a week later, I contacted the store manager who agreed to let me apply the 10%…

I ordered a banquette set from Pottery Barn order 322552884551 on 9/12/22. When I ordered it said it would be 12 weeks for the fabric I selected. When I got the receipt it said Jan 20 - Feb 9 guesstimate.

In the meantime my financial situation has changed and I simply don’t want the furniture anymore. It’s nothing personal. I can’t afford it and there’s no indication that anything is even in production. I called on November 9, 2022 and was told that it would be Monday before my cancellation would be approved.

I called on Monday 11/12/22 and was told it would be another 10 days before I could have an answer. I asked if I could speak to a supervisor. He told me it probably couldn’t be canceled but I would find out in 10 days.

I asked if someone could let me know when the verdict was made and…

I bought a loft bed June 27th and was going to be delivered on July 5th as it was in stock. I hired somebody to be home for delivery and they cancel the appointment on the same day. I call and they explain they miss a part and they reschedule.

Once more they cancel the new delivery on the same day 30 min prior to delivery and say they are missing a part. I contact once more costumer service and they don’t help at all, only a mail apologizing but they don’t set a new appointment or anything.

I contact them again and ask for a solution and she said she will contact me…which never happened. Once more I called and I ask for the senior costumer service manager. I talked to her and she says she will solve it and contact me and once more nothing happens… I called once more and ask for the…

Purchased Dining Room Table in Lynnwood, WA June 2022. We were informed table and bench would not be available for 90days and that worked for us because we were moving to NC. After 90days we called for a the status of our order and were told it would be another 30 days.

After 30 days we called for another update and were told, the bench was available but not the table and the warehouse would not deliver one item without the other. A week went by and we called for an update at that time we were told the bench was on back order.

A week later we called for an update and were told there was a misunderstanding and the bench would not be available until the end of October. When calling the automated system it said, the items had been delivered and our Capital One - Pottery Barn card had been…

This review is long overdue! If I could give negative stars I would. I have been extremely patient, but after 8 months of waiting to complete an order placed in February of this year, my patience is gone. I spent approximately $35K over two orders purchasing furniture for my new home and have yet to receive all the items.

Pottery Barn was quick to charge my credit card, but not as timely in delivering the products purchased. I track my order on their website and every month as the order reaches its deadline for delivery it gets pushed out another 30 days without any communication of an explanation for why.

Their website says to contact them using an 800 number and I have done that several times. It is not an easy process to speak to a human as their front end is all automated and an…

Ordered the York Slope Arm sofa on September 4, 2022 with an delivery date of Oct 14 to Oct 30. Today is Oct 24th and their CS cannot even tell me where my sofa is located! Ive called 5 times since it shipped from the factor in NC to get updates.

I have never once been emailed and now the delivery date has changed to Nov 3rd. There is no way the delivery company will call to schedule this and me receive it by 11/4, which is next week!! I asked to speak to a manager and the rep would not let me, but did convey to the manager my concerns.

The manager told the CS rep I would receive a phone call with 72 hours to schedule delivery. It’s late Tuesday and still no call! I paid and have been charged $3400 for this sofa! So I’ve been billed and no one can even tell me when or IF it will be…

50 it was a great deal the description of the item is not what I received and I call and even agents we’re agreeing with me and make the replacement on it, second agent need clarification from supervisor and Manager Dan, and I was told I purchase the wrong item I really will like to know if this was an actual mistake or if the Company is misleading adds or false advertising It will be sad for me to know that Company is treating me like that at the end I just want to make my daughter happy and

I chose this company for that.

Re Order: 322373828563 I ordered a sofa which was scheduled for delivery on October 12th. Everything was great until same day of October 12th delivery was canceled. No one called me. I found out after I did some digging and a phone call.

The reason they said, they couldn't find the couch and had to perform a search. Lady said she would call me in 48 hours. No. I didn't hear from her. Since then I have spoken to several people. They are still searching.

I agreed to order a replacement because at least 3 people told me it would be put on priority. Front of the line which is the only reason I agreed. I have no couch to sit on because I gave away the old couch to someone the day before delivery.

Yesterday I received an email telling me delivery window is Dec 5 - Dec 23 I am appalled because…

I purchased the following on June 17, 2022, Order no. 321682909957:

West Elm x pbk Mid-Century Narrow Tower Bookcase, white West Elm x pbk Mid-Century Toddler Bed Conversion Kit, white West Elm x pbk Mid-Century Extra Wide Dresser & Topper Set, white West Elm x pbk Mid-Century Crib & PBK Lullaby Crib Mattress, white

I have been calling Pottery Barn Kids for the last month and a half. I have been told so many different stories about the delivery of this furniture. I was first told by PBK that everything was ready for delivery and was told to call another number for delivery. The number was for Ryder. I held on the phone twice for almost an hour and was disconnected. On the third try I held for about 40 minutes and was finally able to speak with someone. They told me that the dresser, crib…

I ordered chairs from the Pottery Barn in May and continue to get the run around as to when they will be delivered. Terrible experience and will never order from this company again.

I purchased a James Leather Recliner, Down Blend Wrapped Cushions, Statesville Indigo Blue #4124021, payment confirmation #320662814211.

My purchase was enacted at the Pottery Barn store located at 12 West 20th. Street, NY, NY..

My purchase was enacted on March 7, 2022. (Payment Confirmation # 320662814211).

My husband and I were promised a delivery between late June and mid July of 2022.

After contacting Pottery Barn's customer service numerous times I was told that we would secure our chair in late July or early August.

However, we eventually secured a confirmed delivery date for late August.

My husband and I contacted customer services to alert them that we would be out of town on the proposed delivery date, and confirmed an alternative date and time slot for Thursday, September…

Piss poor management and incompetent customer service reps….

I purchased a chair, a few months later the back goes out like it’s all of a sudden some type of recliner. I call for a replacement- however, the chair is no longer available. We searched for other replacements but alternate choices aren’t available due to color & price points. So I agree for a refund meaning my money back. I used affirm to pay for the chair and the account was closed because I PAID OFF THE CHAIR.

Returning the chair, I had to call 2-3 times just to get the labels. Each time I called a rep stated they sent the labels to my email address. Eventually I got them.

I sent back the chair. Delivered. No confirmation receipt. No refund receipt- thank God for UPS tracking. Called, they received it, will be issuing a…

Just too much to explain, I can tell you the product we received and the customer service or lack of I should say was just atrocious. After talking with 12 customers service agents, two managers, two damaged delivery replacement attempts and hours on the the phone.

I still have no results. I’ve been past around, hung up on and definitely lied to. Just can’t get this company to do what they say. I’ll never purchase another product from them!

I ordered the bed from Pottery Barn July 18, 2022. My delivery was scheduled four times and each time was canceled either day of live delivery or the day before. September 2, 2022 I requested a refund. I was told I could not get a refund until they could locate where the bed was.

I called the next week they assured me my refund would be in the next 3 to 5 business days. This still has not happened. Terrible, terrible customer service. No refund as of yet. Will not buy from them again.

We have spent more than $20k with PB since Feb and it has been a complete mess trying to get our sofas (~$8k), as the delivery dates have constantly shifted out. We were supposed to have a 2,500 sofa delivered in July, but apparently PB lost it and it was nearly impossible to even get their “Concierge” to even respond to me.

It finally arrived mid Sep! I also left a message for the Algonquin, IL store who we worked with and no one ever returned my calls. We are still awaiting our leather sofa and the concierge said they no longer have an ETA, that it’s just in “fulfillment”.

I have another online order that was due to arrive 9/19, but hasn’t even shipped yet and I’ve received no updates. I resorted to emailing the Williams Sonoma CEO and Customer Service VP nearly two months ago to try…

I purchased online an item that was on clearance and was suppose to arrive in 7 to 19 days. It’s been over a month and the item is now on “back order” and they keep extending the arrival date by a week.

I called customer service and tried to cancel the ite and they said it’s a final sale item and they can’t cancel it. They hit my credit card every 8 days to “hold” the funds. Now today I check the status again and it’s new arrival date is 6 months from now!!!

I called Pottery Barn again and again they told me they can’t cancel the item. I no longer need or even WANT the item as it was for a gift. They continue to hit my credit card up with a Hold of funds.

I am now forced to write a letter to headquarters and contact my credit card company to help get them to STOP.

I am owed a refund on a damaged bed, and it’s been well over a week since the delivery company put through the refund. I have seen no refund.

The worst customer experience I have ever dealt with. It's nearly impossible to get in touch with someone and when you do they are incompetent. It has taken months to get a refund for a faulty product.... Do better Pottery Barn.

I custom ordered 2 arm chairs from pottery barn. After 8 months, delivery was scheduled, but one chair was missing and could not be found. So disappointing! I had to ask for a refund. I won't order from pottery barn again

Worst customer service of all time. Store managers are useless, delivery companies are useless and customer service is useless. After having incorrect furniture ordered I cannot get them to come pick up the wrong item. I had a pick up scheduled with confirmation email yet somehow no one has “in the system” that there was a pick up scheduled.

I also confirmed 3 times the morning of the pick up someone was coming. Everyone points the finger at someone else and no one with get the job done. Beyond frustrating and time consuming. I’ve lost multiple days of work and time I cannot get back dealing with the most incompetent employees on the planet.

I returned online order and was changed a $30 Return shipping charge without being made aware of it. I could have return to a store Agent on phone could not help at all Extremely upset

The worlds worst customer service, worst delivery service, wrong information, constant hour long hold time waits and un rule, rude staff that does not listen to customer, I am sorry I everrrrr spent and ordered, $5,000 worth of furniture from this corporation and I am sorry I everrr got a credit card from your company!

No one ever listens to the customer, and to take off from my busy job as a medical professional to receive a shipment that never arrived not once , not twice but 3 times now is UNACCEPTABLE!!!! Angela J Fister

Ms. Laura Alber,

As I sit here in tears, I am writing this email to you as I am in complete desperation. Our family just relocated from New York to Nocatee in Ponte Vedra, Florida- a sought after master planned community rated number one in Florida. We placed a large order of over $30,000 to furnish our dream home. In March we visited the Pottery Barn store in White Plains, New York and were helped by Margaret St. Onge. She was knowledgeable and assured us that our furniture would be be stored in a Hub as we wait for our June new build Closing.

During the months that followed, we tracked the deliveries as they arrived in the HUB and when the home was scheduled to close, all our furniture was reported to be ready and delivered except for our Aubrey desk on July 8th. It was understandably…

Called customer 6 days in a row and was on hold over one hour each day..No answer. Sent email to customer service received auto reply.

This is my first and LAST time I order from Pottery Barn.

I have asked (via customer service number) for a manager to contact me regarding my recent purchases and new Pottery Barn credit car. Have not heard from anyone in over 2 weeks. 267-221-2133

My furniture has been in the warehouse for weeks and was finally set for delivery today. The delivery team called and stated they would arrive after 630pm and i took my newborn preemie to the hospital and then was home by 630 and now at 630 they are telling me that they came at the original time and willl not be returning today.

I have a sick baby and do not have time or patience for this kind of terrible customer service. I had my sister planning to come help put the room together and now I have no help to do it.

I hope they can make it right and refund me the delivery fee for thjs.

I am a long time Pottery Barn customer. I purchased a beautiful ivory velvet comforter and two pillow shams. My original order number is 313463735800. The cost of the order was around $238. I wanted to wash the comforter, however, there was no cleaning instructions on the tags.

I called the Pottery Barn Store at Easton in Columbus, Ohio. They were very helpful to me and we reviewed the cleaning instructions together on line. I only washed one pillow sham after carefully following the instructions. After washing, the velvet finish on the sham was completely gone.

I am 65 years old and very seasoned re: washing/dry cleaning fabrics. I took the bedding to the Pottery Barn Store at Easton and was helped by Lauren, the store manager. She was also very helpful. She contacted customer service…

Yesterday I went into the store in mobile Alabama on du rhu drive. There was hardly anyone in the store . I went in to place an order for a sofa , chair and ottoman . I was there at least 20 minutes not one employee said hello or asked me if they could help me !

The rudest people I’ve ever run across. Considering ordering from another company. After i went to another furniture store and told them about my experience. They informed me they have had numerous customers say the same thing about the employees at that store

I applied for and received a Pottery Barn credit card only because it offered 10% “reward” on item purchased within 30 days. - I purchased two leather chairs, $2,900. - I NEVER RECEIVED THE 10% REWARD! ) I complained. AROUND AND AROUND.

- I haven’t given up yet. but have not received an answer.

Worst company ever!!! Ordered barstools on back order in April, was charged full price!!! They 2 months later never received the barstools they charged me again, I called pottery barn customer service. They denied they ever took the money. Called chase bank, they said they absolutely did and credited me back the money, then today June 15th, 48 hrs after chase bank opened an investigation, this company had the NERVE to charge me a 3rd time!!! so upset!

- I only applied for a Pottery Barn credit card so that I would receive a 10% Reward if I made a purchase within 30 days. - I purchased two leather chairs $2,800+. - With my $10% Reward I intended to apply it to a Pottery Barn Monopoly Game as a Christmas present. - After waiting, waiting, waiting for the 10% coupon, I went ahead and purchased the Monopoly Game. - My plan was to apply the 10% Reward to my account to offset the purchase. - I NEVER RECEIVED THE 10% REWARD.

POTTERY BARN CHARGES $9 TO FILE A COMPLAINT !!!……JUST ONE OF SEVERAL MONEY GRABBING PLOYS BY POTTERY BARN.

Order number: 320562132243. I had placed an order for a bedroom furniture in February, received a defective furniture 2weeks ago but came with missing parts. I called customer service several times and emailed them regarding the issue and they had stated they will put a rush on the missing parts and will address the defect.

Nothing has be done so far. We had paid additional amount to pottery barn to get the furniture installed and it seemed to have been a waste. The furniture pieces are stacked up against the wall and has made it terribly uncomfortable these past couple weeks to sleep at night.

This is completely unacceptable by your company. The incompetence is outrageous. I do plan on suing the company if a proper compensation is not provided.

Ordered the Chloe dresser back in November 2021. Dresser came to me defective. Couldn’t open four of the six drawers. Pottery barn promised a replacement. It’s been SIX MONTHS and I have not received anything from them but the runaround.

Every customer service agent gives me a different excuse and promises a callback which never happens. The standards of Customer service has gone way down and so has the quality of their furniture. Never again…

Table delivery is over a month late. They first blamed delivery vendor changes. Then they said they were waiting for more hardware. I though we were all good when the delivery was scheduled for today but guess what? ”

Coming up on year and have not received the sofa we bought. Because we charged it to our Pottery Barn charge account, which we have been paying on. I could easily pay cash but why pay for something when you may never see it.

The low customer service rating says it all. Poor leadership at the top says all you need to know. Never mind, I’m through with PB.

I ordered the Nicolette Hand Knotted Rug 8X10 in November.21. PB sent me the wrong rug (a jute runner). which I reported and had them pick up. They have given me at least 7 different delivery dates all of which never came through. Meanwhile they have had my money for 6 months! PB should not treat loyal customers this way. Each time I've called to check on my order has been a stress filled event. Customer Service reps are poorly trained and it's difficult to understand them at best of times. They will say things like "one moment" 20+ times in one phone call while you wait 15+ minutes. I've requested to speak to a supervisor and they've refused. I asked them to have a supervisor call me and that never happened either.

I hope no one else has to go through what I did. I ended up requesting a…

I purchased a coffee table in March and this was to be delivered in mid-April. I was then called by the delivery company that they lost the table- I have contacted Pottery Barn three times after talking to the delivery warehouse 3 times and want my money refunded. I do not want the coffee table and want a refund. Pottery Barn customer service is saying they need to find the table first in the delivery warehouse. I paid for the table, do not want the table and Pottery Barn will not refund me my money.

Horrible customer service!

My wife purchased 2 (3 by 5) picture frames at East Town Mall, Lansing Michigan. The frames are for a young family who just had twin babies. The only gift box they had was 8" wide, 8" high, and 12" long.

One could probably fit 20 or 30 of the frames in that box. It was disappointing. She would be embarrassed to put those gifts in such a box. So, we purchased a package of gift boxes from a local Dollar Store.

One works perfectly for 2 frames. We will rethink purchasing any gifts from Pottery Barn again.

Hello team,

It's my 3rd day facing the same problem contacting support. I recently got an eCard from pottery barn and when I opened the link it says Page not found. I am currently In India for vacation and did not use or see the eCard.

If I contact pottery barn they are asking me to contact support. If I contact support they are saying to contact pottery barn.

I tried contacting them directly to "potterybarngiftcardsupport@cashstar.com" they are saying :

Our records indicate that your gift card has been used; therefore, we are unable to take any further action on your order. If you feel this is in error and would like to speak to a representative regarding transaction history, please contact Pottery Barn Customer Service at 1 (800) 840-2843, send a message to…