My complaint is too long to explain. However I will let you know that I have been in customer service for the past 20 years and I have never experienced such a lack of customer service in my life. I would like to speak to someone who can assist me
We ordered a custom headboard April 4th 2019, the delivery date had been changed 5 times!! This is totally unacceptable. Customer Service is horrible!! I want to know when are we getting our bed??? You’ve had our money for months.
I will be sending a complaint to your CEO, COO and the BBB
My husband and I bought a bed from Pottery Barn and Pottery Barn required that we also purchase the setup and delivery service. Later, upon taking the bed apart and attempting to reassemble it, we realized that the entire bed has a severe flaw!
The place where the bolts connect the frame to the headboard are placed in drastically different positions on each side of the headboard, which means that the bed will always be extremely crooked and never level.
Also, instead of two bolts holding that part of the frame to the headboard, only one bolt can be used, otherwise the bed is extremely unlevel and therefore unusable. The delivery service obviously knew that the bed was defective when they set it up, and they knowingly assembled it incorrectly to minimize the unevenness, but they failed to…
I paid over $2500 for a love seat. Leg falls off when lifted up. No service or repair. Made several complaints without response. They finally send delivery people who have been at my house three times since the delivery and they cannot fix it.
Quality in general besides the leg is horrible. This and other pieces I bought were so flimsy that I had to put stones under the cushions to give them weight. Service and quality terrible
I am so sad and disappointed! 00 dollar order for furniture that I had placed a few Months ago for our new build home. I have been decorating our new build home around these furniture selections from Pottery Barn .
The Leather sectional and the other furniture that I had ordered was a special order which I was told would take 8 to 12 weeks to get in . I received a phone call last Month from Pottery Barn delivery stating my furniture was ready for delivery.
I explained that my house that’s being built will be ready in a few weeks time. The delivery person said, this is no problem at all! They would hold the delivery till the end of June . She asked that I call in the middle of June to give them a delivery date.
So I call today,June 13th to make a delivery date. They tell me they returned…
I have been trying to get reimbursed $3,000 for chairs that I did not order and were delivered to me and subsequently returned to Pottery Barn. I have been continuously frustrated by their promises to take care of the problem and “get back to me”.
This has been going on for 6 months. The ineptitude of their customer service organization is staggering.
Moreover, the practice of promising a follow up call with a resolution and receiving neither only adds to Pottery Barns practice to deceive its customers with allusion of true customer service.
I am LIVID! I just got off the phone with your "supervisor" in customet service in the Las Vegas (?) office. His name is Richard. He would not give me his employee ID. He would not let me escalate this matter to a higher level. He told me point blank, "I do not report to anyone." I said, so you're autonomous there? You report to NO ONE?" He said, "Correct."
I am an extremely angry customer of Pottery Barn. Not only do you have FALSE ADVERTISING on your site, your site is poorly managed and not navigable. I tried getting help from your customer serivice online today! Horrible service. I spent literally 6 hours trying to track my items down! Then, after making at least 10 phone calls to different stores, I finally reach the northern VA store and the woman graciously told me the item I…
I have been trying to get a refund for a returned jewelry box since Feb 2018. I purchased a jewelry box on line that was advertised as gray and when received was white. The order number was 37328275188301, the order date was 11/24/17. 11.
I returned the merchandise to a Pottery Barn Kids store PK Riverside Square on 2/24/18 and was told that the $$$ would hit my card in several days. Months went by and I called customer service and was told the $$$ would be sent to my account. It never happened.
I called again and realized that my original account to purchase the jewelry box, the expiration date passed. We updated the account information and was told that the refund should be seen in a couple of weeks. Never happened. I called again and asked for a store credit if that made it easier,…
I purchased merchandise online and returned some items to the store. Their return policy for a refund is 30 days. I returned the items in less than 30 days. They processed my return, and I didn't realize they were giving me a merchandise credit at the time for part of my return, until I received the merchandise credit card in the mail.
I tried several times to resolve it on the phone with customer service, but they wrongly insist that I did not return the items within 30 days, and therefore only qualify for a merchandise credit, and not tender-for tender. I DO NOT WANT A MERCHANDISE CREDIT.
I WANT MY MONEY BACK, REFUNDED ON THE CREDIT CARD I ORIGINALLY PAID WITH. I don't know what else to do. It is for almost $500. They are in the wrong. I am ready to get an attorney and to to the media.…
tried to place an add on to order there was construction going on in office the girl refused to transfer me even though t could not hear her i wan to cancel order
I purchased outdoor furniture on May 27, 2019. The items were excluded from sale I had a promo code written down on a piece of paper but could not locate it. I called May 28 to use and was told I could not because the order was processed. The items have not been shipped and cushions still have to be made. This order was close to 5,500. I am extremely disappointed and I am hoping this can be resolved. I am planning on purchasing 4 counter stools but I am hesitant. Thanks you kindly.
Order # 391473429259
Promo code- D3GW-ZMQ3-HJ4Q
I placed an order for some outdoor furniture in 5/27/19. The order was close to 5,500. I had a promo code that I wanted to use as the SAVEMORE Memorial Day sale excluded my items. I had it written a piece of paper and couldn’t locate it. I called today to use and was told it was too late. The order has not shipped and the cushions have to be made . I was hoping this could be resolved. Thank you kindly!
Order # 391473429259
Promo code - D3GW-ZMQ3-HJ4Q
Kimberly Caddick
THE MOST HORRIBLE EXPERIENCE I HAVE EVER HAD! ORDERED $3300 WORTH OF PLANTERS, THE DELIVERY DATE WAS PUSHED BACK 4 TIMES, NO ONE AT CUSTOMER SERVICE WAS ABLE TO HELP ME - TELL ME WHERE THE PLANTERS WERE, WHEN THEY MIGHT BE DELIVERED, WHERE THEY ARE ETC.
THEY CLAIM WE CANT RETURN THEM, THAT THEY CAN'T GET IN TOUCH WITH THEIR VENDER MAKING THEM. UNBELIEVABLE HEADACHE. ABSOLUTELY AWFUL EXPERIENCE
The way i have been spoken to and treated over a rug on your website that you did . I feel this is unacceptable. Dictating your t and c's but it was still there 48 jours afterwards and your staff could not fix it.
This was on your website for 48 hours plus after my first email. Clearly not good enough when you made a mistake i would not be the only . As a matter of customer goodwill i am asking you honor the price you had clearly advertised regardless of all the legal jargon.
Kim Easterbrook Please DO NOT SEND THIS BACK TO AUSTRALIA I AM NOT DEALING WITH THEM AGAIN AND THEY REFUSE TO ESCALATE THIS AS I HAVE REQUESTED Can send all my irrefutable evidence and attatched admission and refusal
I placed an order on 24 May to be shipped to store. 30 minutes later I cancelled in the store. Later I called customer service to confirm cancellation but was told I would be liable for shipping charges when the item was not even on the truck.
Today I received an email with order confirmation and tracking. It clearly shows that the item has been ordered but NOT in transit. Please confirm I will not be charged for shipping. Thank you.
I went in for a interview and shady from Mission Viejo was very rude and very unprofessional manner I was very shocked by his behavior I never expected that
I have ordered a bathroom vanity mirror online and never been notified it was back ordered. 3 weeks in and the contractors that have been already paid to install it will leave without having what to install. When ai tried to talk to a customer service I was put on hold and transferred for hours then promised a manager will call me but nobody called.
Next day after other hours on the phone I finally got to talk to the rudest manager possible telling me she is the higher authority and there is no one else I can talk to, that there is nothing to be done and that I won’t even receive my money back if I cancel even if other operators told me I would.
They also told me they have the mirror in a store but won’t shipp it to me. It was unbelievable.
I purchased a twin sleep couch sofa. It was returned as the slip cover was at least 2” too big all over. HOWEVER, this is where YOUR CUSTOMER SERVICE IS NONEXISTENT.
The chair was returned on 3/25. I called to verify that the return was credited, as I was receiving emails that I owed on my Pottery Barn credit card. I called the credit card to say it was returned. They said they had no documentation that was the case.
Fast forward.....after numerous phone calls to both Pottery Barn and credit card company with no satisfaction went into store at Biltmore Fashion Park in Phoenix where it was purchased. Samantha, supposedly the Manager - said all staff were Managers - said that she could not help. After a long discussion put me on the phone with Pottery Barn customer service. I again…
Pottery Barn trade account. 1)My most recent experience is one of passing the buck and not listening. I returned a set of silverware for a Client because of poor quality in December of 2018. After a dozen phone calls I was promised I could order $400 in alternative merchandise. Heather in customer service emailed to email her new order or call 800 number. After an additional dozen phone calls same results with customer service personnel with attitudes. Especially Greg. Bottom line no one was understanding.
2) So previous order for bedroom set. Two orders of headboard came.Along with dresser and 2 nightstands. Driver showed client Trade invoice on his iPad in discussing double headboard order! 3) Order before that for wall of bookshelves and lower cabinets. Wrong tops sent (3) times and we…
Hello! I’m contacting you as I’ve had no luck with your customer service team. I ordered a coffee table over 2 months ago. It arrived but unfortunately didn’t suit our home. So i organised a pick up for return to your warehouse.
I was promised a credit to my account 3 weeks later. It’s now been 6 weeks and still no credit to my account. I’m pretty disappointed in your lack of service and follow up. Please see details attached. Can you sort it out and get back to me. Disappointed customer, Eva
I placed my order on February 14. It is now April and I have still not received my order and no one seems to know anything about it. I can be reached at 2019705205
I ordered a mirror at the Pottery Barn Store at Park Meadows Mall in Colorado on 12/3/18. I never heard back from your store so I called customer service & I was told it was on back order. 83 for a mirror I never received and I never received a call or email from your store.
I went into the Park Meadow store in March and spoke with a lady and she called a man who came from the back and he said it’s been in the back for 2 weeks. I told him I never received a call but I did receive a bill.
I asked them to credit the mirror back to my account and a lady said they would credit it back to the card it was charged on. I flew out of state for an emergency to California and received a call from the bank saying I was past due.
I explained the situation and they put a…
Canceled or didn’t show up for delivery on 3 separate dates after I rearranged my entire schedule based upon Pottery Barn’s representations about dates / times deliveries were arriving. Was told a supervisor would be calling me for the last 3 days - no one called.
Hours on phone with customer service trying to reschedule deliveries only to have them canceled. Absolute nightmare of a company to work with. Will never shop here again.
Purchased and paid for 9 pieces of your Cameron Wall system on 3/25 at your Park Meadows store in Littleton,Co. over the phone with Stephanie, who was amazing by the way and very helpful. (order # 390843992640). She told me they would be delivered end of March beginning of April. 19.
I recieved my confirmation for my order. 38. 42. When I called to talk to customer service Shanaea answered and was no help in fact made the situation worse, I asked for her manager, after being on hold she came back and said I would need to leaved my name and phone she would call me back.
I called back and talked to a rep named Rebecca, she was amazing! 55. It also showed that part of my order shipped already but it is not showing in the system. 09 tomorrow because another part of my order is showing…
Never experience such a useless customer support team before. The worst in centuries. Lost orders, delayed confirmation, system errors.. on and on.
hi, my husband and I have purchased thousands of dollars worth of pottery barn we both have credit cards thru PB. Around maybe 6 months ago we purchased a couch. Waited the 6 weeks or so to get it. The couch came we noticed the legs were not straight they were slanted at an angle toward the back.
We waited to call or anything so we could go back to the store to see if that was the way they were suppose to be. They were not. So we called the place said they would have some one return my husbands call . No one ever did.
Things happened the holidays come and nothing. My husband got sick emergency surgery still no calls back. Before Christmas we wanted to see how the couch would look in a different position so we ourselves moved it and the back leg fell off.
now mind you we haven't moved this…
Ordered two wall lights. Arrived as 2 boxes packed in one larger box. Opened first box, all is well. Opened second box to find foam packing missing, plastic from glass shade removed and wadded up in the box, inspection tag torn into shreds and instructions wadded up in a ball.
Clearly this was a return and it was shipped out as new. When I order product, I expect new product not a repackaged return. If this is how Pottery Barn chooses to do business I doubt I will order from them again
Please contact ASAP re inability to redeem $500 gift certificate
585 288 0636
I purchased a rug at the Alpharetta Georgia store. The rug was not available so they ordered it online to have it sent to the store. We were moving and the rug was not in yet so I requested that the rug be canceled.
I never received the rug and was told I would receive a credit on my credit card as that it the way I paid. A few weeks later I received a gift card for $591. I called the store and told them of the error.
They said they hate when the system does that instead of issuing a credit card refund but told me they would have the credit applied to my visa. I have never received a credit card refund and now have called into your customer service line 4 times trying to get my refund.
Then today I spoke with “Richard” employee # 704095 who told me the rug was a final sale. I was never…
I purchased a rug at the Alpharetta Georgia store. The rug was not available so they ordered it online to have it sent to the store. We were moving and the rug was not in yet so I requested that the rug be canceled.
I never received the rug and was told I would receive a credit on my credit card as that it the way I paid. A few weeks later I received a gift card for $591. I called the store and told them of the error.
They said they hate when the system does that instead of issuing a credit card refund but told me they would have the credit applied to my visa. I have never received a credit card refund and now have called into your customer service line 4 times trying to get my refund.
Then today I spoke with “Richard” employee # 704095 who told me the rug was a final sale. I was never…
Have been on hold w/ consumer rep for 45 minutes!
Apparently she was unable to investigate my query?
585 288 0636
Unable to use $500 POTTERY BARN gift card in that i.d. number not obtainable via scratch off part of card
Please call 585 288 0636 or forward check for $500
Ivan Lennon 242 Beresford Road Rochester, N.Y. 14610
Horrible Co to do business with. Ordered chairs, cancelled order within a couple of weeks due to a previous order that Customer service could not resolve in a timely professional manner. Cancelled pottery barn cc. Here it is 8 months later and pottery barn is still charging Me interest on the chairs .
My 800+ credit rating ruined . Do not do business with PB. I wish 60 minutes would investigate. Unethical company. Read reviews all over internet. Run from pottery barn. Never open a cc from them.
I was told when we ordered the Golden Snitch on 12-2 18 at the Walden Galleria in Cheektowaga NY ,that our order was processed and we would be guaranteed delivery between Dec.19-21st.I called the Number I was given and Now I am told The Snitch would not be delivered until after Jan 21st.We will never order anything ever again from your store.
I should have checked here before purchasing a $3000 couch from Pottery Barn! I dont have anything new to add as it seems that PB is up to the same tricks for all of their customers! Bought a couch, arrived late with no explanation, had to call the phone tree from hell and the couch arrived damaged.
Went through multiple customer service reps on the West coast until getting someone on the East coast where I'm located. This order was placed in August and still no satisfaction! The supervisor Courtney Randolph is useless.
I placed an order for a pet food storage tin on 10/23/18 and have yet to receive the item. Numerous inquiry emails have gone unanswered until one was received on 12/1/18 advising they are checking with a vendor.
It is now 8 weeks since the order was placed and there is no sign I will ever receive the item. This is unacceptable for such a simple item as a pet food storage tin - this is not for a custom item but a mass produced product.
I am unable to cancel the order for some reason and have requested the order be cancelled. Again, no response.
This is a complete and utter failure of PB customer service.
I ordered a bar stool on "Black Friday", I was sent the wrong size, then the second one came right size but busted up, then the 3rd came wrong size AGAIN! 5 hrs going through their on hold system 5X that evening!!
Every night I was on the phone with PB, Three times a supervisor was suppose to return my call & NEVER did! I was NEVER allowed to speak with a supervisor on any of my calls even after demanding to.
I was denied & told I could not as PB runs their business like that-WTH? Then why was I lied to on several occasions that they would call me back? Two times it was a "he said she said" game with the phone person going between me & this "so called secret supervisor, craziest thing repeating my story to the middle man who couldn't repeat the story-talk about pulling your hair out!…
Laura, I have spent a significant amount of money at Pottery Barn over the years. I noticed in past few years the customer service had gone down hill. I recently mid October ordered a Bartol Dinning Table (three chairs and a bench) the bench arrived, the table was scheduled for delivery, I cleared my entire day they said there was an error and rescheduled the table to 11/12.
It came with white paint (this is not reclaimed wood - it was WHITE paint flat in middle of the table) I submit a replacement order, scheduled for 11/21 - they call day before and cancel on me after clearing my entire day. I reschedule for 11/29 the table comes, its completely cracked.
I reschedule another delivery to 12/8 it arrived today and was completely cracked. Mind you I have paid for this table, spent hours and…
Going on three weeks missing half my order and three days hours of waiting on line to no resolve. Even the corporate office has a voice message!
November 17, 2018
To Whom It May Concern:
Until this last year, I have always held great respect and regard for the quality of merchandise and customer service found when shopping at Pottery Barn, either in-store or online. I am writing this letter in hopes of getting some answers and to avoid having to file a claim with the Better Business Bureau.
In the last eight months, I have had some bad experiences with Pottery Barn and Pottery Barn Kids. I am wondering if there has been a major reorganization within the company or if these companies were purchased by another large company. The last time I was in a Pottery Barn store, I asked a customer service person at the store if there had been a recent company takeover – he said no, nothing has changed.
My reasons for asking about this are…
Store clerk promised white glove delivery of two custom made dining chairs. UPS dumped two crushed boxes on my doorstep today and left. I called customer service who did nothing to help. They told me to call the store. The store picked up the boxes because I was not going to be responsible for any damages.
They said they needed two days to check out the chairs?! Then, I found out the chairs had to be assembled! 00 for two chairs and I have to put them together? I want my money back because I now have no chairs and no trust whatsoever in Pottery Barn.
was told my card would not be charged until it was out of delivery. and I do not have a rocker. My baby is due in 1 week and I cannot get anyone to call me back as to where my rocker is- after promises have been made, emails have been sent, others in delivery scheduling have been contacted, etc.
Pottery barn customer service is an absolute joke and I will not be buying another piece of furniture from them, nor will I recommend them to anyone.
I ordered a bed July 2018, it is now October (end of) and no idea where this bed is and no customer service is getting back to me. E-mailed the CEO, she is worthless and no response. PB did take the $1500 out of my account, so at this point they have stolen from me. Not OK.
will also let everyone I know, know.
Let me preface this by saying this is the first time I have ever written an online complaint.
Is there anything less than one star? The worst customer service I have ever experienced. NUMEROUS calls to resolve my issues (notice plural). Endless hours on hold, I was told a supervisor would call me, who never did, I asked to hold for a supervisor, and was put on hold for an hour or more only to be connected with another "Customer Service Agent," or cut off. I was finally told tonight by a Customer Service Agent, that it is impossible to connect you to a supervisor, all they can do is send a message for a supervisor to call you, haha jokes on me.
First, there was a "Rewards" Certificate credit on a purchase made in July, that was just resolved last week, then a furniture delivery which was…
I placed and order on September 15, 2018 for Penelope lace Wall Art Medallion. It is now a month later and I am still waiting NOT just for the order but also to at the very least be provided with accurate information regarding the status.
After making at least 10 phone calls to the customer service number and having been put on hold for 20 minutes or more after reaching a representative, and been disconnected 3 times, as well as having been told false information such as a delivery date, AND a promise that an email would be sent to me in 48 hours from the distribution center (of course I did not receive one and it has been a week) who was suppose to contact the vendor, I am still WAITING!!!!
POOR customer service and a lack of professionalism.
Shame on you Pottery Barn!!!! I am a single mother of two and have previously loved decorating my home with your beautiful items. I have been a faithful customer until this recent experience where I have been treated so poorly I don’t plan to work with you again.
On August 31st I decided to move forward with the purchase of two Irving Leather Armchairs. According to the website with the Quick Ship option that I chose I would receive the chairs in 2-4 weeks. I bought them on the “Buy More Save More” promotion and as with any new purchase couldn’t wait to get them in my house to see how they looked.
Let me preface this by saying that I have LOVED Pottery Barn! Pull up my account, right now, my living room, my kitchen, my home office, and my bedroom are all decorated in Pottery Barn – I have…
The worst company that I have ever dealt with in my life. I ordered furniture on June 16, 2018, with a 5 business day turnaround. I still to this day, August 8, 2018 do NOT have my furniture. I have spent the last 2 months on the phone, placing calls every 2-4 days a week talking to customer service, the warehouse, managers, everyone and anyone who would help.
I got no where and no one could find anyone to help to take care of this issue. To begin, I ordered a sectional that had 7 total pieces with 7 cushions. For the last 2 months I have received piece by piece and still do not have a full sectional.
00 and they have had my money for over 2 months, getting interest on my money, without me getting my furniture. Now I am on the phone again, August 8th and was told my left arm chair and…
My complaint is about a product and a customer service as well. I have purchased a PB Comfort Square Armchair Sleeper a little over two months ago. I had my son sleeping on it for 3 weeks in June. On July 3 I flipped the mattress over to only find out it's all molded, the cover, the mattress and the base.
I called customer service right away and sent them a few pictures of my discovery. I requested a removal of this whole Armchair Sleeper. Haven't heard from PB since. I keep calling their customer service that takes up to 30 min wait time.
Then I get told the supervisor will be calling me back in the next 24 to 72 hrs. What is with PB customer service? How hard is it for a supervisor to call back and schedule a pick up? Not only do they sell toxic Chinese made components, but they also…
so then i looked at my paypal email and discovered id been charged $199 for " white glove shipping. " i called immediately and was on hold for 30 min.
Finally was told my paypal acct would adjust....? So then i noticed itd been withdrawn from my bank. I tried to call again and put on hold again and recording said itd be another long wait.. i sent 3 emails during the day. Never heard back.
Tried again last nite to call and same recording about long on hold time.
Finally i wanted it resolved today before it was shipped so i waited another 30 min on hold and cancelled order. Im more than appalled at such poor customer service and the fact that the site didnt show total when ordered or would've cancelled then.
I have spent hours on the telephone with your company returning a coat rack. UPS picked it up at my house the day after your representative called to say you were picking it up. Now you say you don’t have and want me to pay for it.
I have purchased thousands of dollars of furniture from PB, all of which I paid for promptly. I don’t need to steal your ugly coat rack. And that is what you are accusing me of and I am furious.
I will never shop with you again, no matter how badly I want or need it. I will share on every social media I can find that if you return something to PB, you should jump on the UPS truck and ride to PB to be sure it gets there. Or be prepared to be accused of thievery.
This is the most time consuming, insulting, disgusting customer service I have ever heard of. I am…