Pottery Barn
Reviews and Complaints

If there a 0 star, I would give it. It has been five months and our sofa is finally showing up tomorrow after we were told it would be six weeks. Their customer service department is no help, unknowledgeable and rude. Their delivery company blames Pottery Barn, and Pottery Barn blames them. It is a total mess. Don't order anything ever from this group. Hopefully when it shows up tomorrow it will be correct, but my expectations are extremely low. Their prices are high for this type of service and quality.

Not happy with this company! ordered two chairs for Christmas gifts for grandchildren on 12/5 and I still do not have them. So far they have told me they would be delivered on

12/12-15, then on 12/25-27, then 01/01-04. I have called each time and they have told me they would be delivered. I don't understand how they can tell me something and not deliver my product. They now say they will be delivered 01/8 to 01/10 I kind of feel like a fool to believe them. Also, they charged my credit card the day after I ordered the chairs over $700.00 .

We purchased Willem armchairs in the Velvet Midnight. These were not a special order, they were in stock pieces. The order was placed on 11/11 and the chairs were received on 11/16. We paid the full price of $1149 a chair. The chairs are nice and I have no complaint with the item. On Monday the 20th I received an email that they were on sale for $919. We went into the store where we ordered them and they couldn't help us with a price adjustment. We called customer service and they also would not give any adjustment. We are actually within the 7 day return window and were told we could do that, but would be charged double shipping! We even said we would take a store credit because we have been loyal customers and have spent alot of money with this store.

I gotta say, my husband and I were pretty excited when we ordered the Jake upholstered storage bed from Pottery Barn last December. We knew it would take a while for our custom choices to be made, but we were willing to wait 4-6 months for such a great product. When we finally got the notification that it was ready for delivery, we were so pumped to donate our old bed and mattress and finally have a bigger, better bed.

But, let me tell you, things did not go as planned. When the delivery arrived, we found out that the headboard was not built correctly to hold the bed frame properly. We were pretty bummed, but we understood that accidents happen. We were told that a furniture medic would come out to our home a week later and assess the situation, and that the hardware issue would most likely be fixable.

So, my husband and I made arrangements for the furniture medic to come on a weekday during a two hour window. But, wouldn't you know it, they were a no call no show. I had to reach out to inquire what was going on, and was told that something came up and they couldn't make it that day. We rescheduled for two days later, also on a weekday.

Finally, the medic arrived on the second appointment, only to deliver the same bad news. The headboard was built incorrectly and did not have the mounting hardware installed. However, the medic stated that it should be an easy fix, and that the company would arrange for the headboard to be picked up, taken to a local workshop, and be redelivered within a week or two. The medic stated that after submitting his report, I would receive a phone call within the next hour or two.

But, would you believe it, 6 hours later and still no communication from PB. I received an email stating that they decided the headboard was defective and have ordered us another. It was scheduled to arrive in approximately 4 months. And in four months after the delivery of our new headboard we could then discuss compensation options.

Now, don't get me wrong, we've had some great experiences with Pottery Barn and their products in the past. We've spent a lot of money with them over the last 18 months furnishing our home. But, this experience has been disappointing in terms of customer service, communication, and time management.

We still want to order a bed or exchange for something in stock or sooner available, but we can't wait 4 more months without a master bed frame. The options presented to us were to refund and return or wait for the 4 months.

Honestly, the lack of communication, the wasting of time, and the unwilling attitude to solve the problem has been frustrating. I assumed that premium pricing and products would also come with premium service and communication, and the lack of each has left a distinct bad taste. Every email and phone call has been to a different representative that cares only to get rid of this problem as quickly as possible and not to actually find a viable solution.

I gotta say, I'm not too impressed with Pottery Barn. I tried to order a Madeline Play Vanity online on May 24,2022, but I accidentally selected store delivery. I called customer service right away to cancel the order, but the person I spoke to said they couldn't do it yet because the order hadn't "populated" yet. They told me to call back the next day.

So, I went ahead and ordered another vanity with home delivery. The next day, I called customer service as instructed and asked to cancel the store delivery order. The person I spoke to said it was no problem and that I would receive a refund.

But, when I checked my credit card statement, I saw that I only received a partial refund and that $51.32 had been deducted for shipping fees. I called customer service again and explained that I never received the item because I had tried to cancel it minutes after ordering it. The person I spoke to said they understood and would credit my card, but we got disconnected and they never called me back.

I called again the next day and after being on hold for almost an hour, I was finally able to get the CSR to understand that the item was canceled and not returned. They contacted their supervisor and after being on hold for almost 2 hours this time, I was told I would receive a full refund.

But, when I received a Pottery Barn gift card in the mail for $51.31, I called again and had to explain everything all over again. I was put on hold for 45 minutes while the CSR contacted their supervisor. When they returned, they said they had put in a request for a refund.

At that point, I asked to speak to a manager or supervisor and was put on hold for over 2 hours. When I finally spoke to a supervisor, they said they would monitor the request for the refund.

Each time I had to call, I was on hold for at least 55 minutes, sometimes even longer. As someone who used to be a retail general manager, I never experienced or expected to receive this level of incompetence from a national company like Pottery Barn.

Their policies and shipping fees make it feel like it's still 1992, but sometimes "retro" isn't fun.

I recently bought a backpack for my daughter from Pottery Barn, but it turned out to be too small for her. So, we decided to return it by shipping. However, the shipping carrier took longer than expected to deliver it back to Pottery Barn, and it arrived one day late. Despite having almost a week and a half to return it, the shipping company messed up and we were left with a merchandise credit for Pottery Barn Kids. Unfortunately, my daughter has outgrown the age for their products, and we have no use for the credit.

I was disappointed with Pottery Barn's return policy, especially since they claim to stand behind their products and cater to parents. I would have appreciated a longer return period and the option to transfer the credit to one of their other companies. It's frustrating to have a credit for a store that I have no interest in shopping at. Other companies would have been more understanding and given a full refund or a transferable credit under similar circumstances.

This experience has left me with a negative impression of Pottery Barn, and I'm not sure if I'll be shopping there again in the future. I prefer companies that are more lenient with their return policies and understand that sometimes things don't go as planned. I have been a loyal customer of Pottery Barn for years and have never had an issue like this before. It's disappointing to see how unyielding they can be, especially when it's not my fault that the item arrived late.

I would have expected a full refund under the circumstances, but instead, I'm left with a merchandise credit that I can't use. It's frustrating and annoying, and I don't think I'll be shopping at Pottery Barn Teen or any of their other companies in the future. I'll be looking for other places to buy school gear, such as Land's End, Boden, or JCrew, where the return policies are more liberal for parents.

In conclusion, I believe that Pottery Barn should have been more understanding and accommodating in this situation. It's not my fault that the item arrived late, and I shouldn't be penalized for it. I hope that they will reconsider their return policy and make it more customer-friendly in the future.

I gotta say, I'm pretty disappointed with Pottery Barn. I ordered a Sleep and Study loft bed for my son about a month ago, and it's been nothing but a headache since then. First off, we had to settle for a color he wasn't crazy about, but that was okay because it was supposed to arrive shortly after school started. Well, that didn't happen. The bed (and the mattress we ordered with it) was supposed to arrive in two days, but I hadn't heard anything about delivery, so I checked the order tracking page. And what do I see? The latest delivery date had been pushed out over a month!

I was pretty ticked off, to say the least. I mean, who makes a delivery estimate error of over a month in the first place, and then doesn't even bother to inform the customer? So I called customer support, and they told me that the dates were correct, but they were just estimates. Great. So now I have no idea when my $3k worth of stuff is going to arrive.

I thought about canceling the order and buying from somewhere else, but that turned out to be a whole other headache. They said they could cancel the order, but I wouldn't get my refund until they put in a notice to stop delivery once it's ready. And when will that be? Who knows! It could be September 5th, the original "latest delivery date," or it could be October 7th, the new latest delivery date that's apparently just an estimate.

So now I'm stuck. Pottery Barn has my money locked up for who knows how long, and I don't have a spare $3k lying around to buy another bed. And even if I did, I wouldn't want to buy from Pottery Barn again. It feels more like gambling than shopping at this point.

The worst part is that I can't even get my refund until the product is almost at my door. And by that point, it doesn't even make sense to get my money back because I'll have to wait for the refund to process, wait for another company to send me a product, and who knows how long that will take.

All in all, I'm pretty disappointed with Pottery Barn. My son is upset that he won't have his loft bed for the first week of school, and I'm out $3k with no idea when I'll get it back. I wouldn't recommend ordering from them unless you want to take a gamble with your money.

I bought the Catalina Twin-over-Twin bunk bed for my son as a Christmas present from Pottery Barn (PB) on December 2. The estimated delivery window was Dec. 9 - Dec. 23. As Christmas approached, I called PB for an update, and they said I should expect a call either Dec. 24 or Dec. 26. However, I never received any call. On Dec. 30, I called back and spoke with a woman named Jodi. She apologized and assured me that PB would sort it out. Jodi scheduled the delivery for Jan. 3, and my wife rearranged her schedule to be home for the 9 AM to 11 AM delivery. However, nobody ever came, even though the 'Track Your Delivery' link in the email said the delivery person was 10 minutes away from our house.

My wife called PB at 2:30 PM to inquire, and she was told they were missing a piece and would not be coming. This was completely unprofessional on the part of PB. My wife waited 3.5 hours past the end of the delivery window when all along PB was never planning on coming and never bothered to let us know. Days went by without hearing about rescheduling, so I reached back out to Jodi via email. Jodi said the PB system showed the product had been delivered on Jan. 3 (the day they never came!). When I informed her it hadn't actually been delivered, she told me to stand by and somebody would call me. Of course, nobody called me.

On Jan. 8, I called back and was told my delivery wouldn't happen until later in the month because a piece was still missing. I asked to speak to a supervisor about a refund. Of course, no supervisor ever called me, but PB set another delivery date of Jan. 11. PB finally delivered the product on Jan. 11, nearly three weeks after the last day in the original estimated delivery window. I reached back out to Jodi requesting a full refund, and she promised me a full refund. However, on Jan. 27, PB refunded me $640.39 of the original $1,067.86 purchase price. I again reached back out to Jodi about why I was not given my full refund, and she never was able to give me an answer.

I eventually called PB back again on Feb. 14 and demanded to speak with a supervisor. For the first time in this entire saga and despite repeated requests to do so, I was finally able to speak with a supervisor, Courtney . She asked me to send her the email correspondence with Jodi in which Jodi promised me a full refund. I did so. I never got a response and had to send Courtney multiple emails over the course of two weeks before she finally responded that Jodi made a mistake in extending to me a full refund, thus PB would not honor the full refund promised to me by one of its employees. Rather than bending over backwards to make things right (like any reputable company would have done by now), PB decided to tell me that it will not stand by representations made to its customers. Its word means nothing.

My wife and I have spent countless hours either on the phone, conversing over email with PB and its employees, or waiting for a delivery that never came. Every single employee that touched our purchase should be reprimanded and retrained on every aspect of their job. All I asked for was a full refund one we were absolutely entitled to AND promised by Pottery Barn. Even if we get a full refund, the amount of time taken away from our jobs dealing with this mess would mean we would have still lost money on this experience. It is time for some accountability at Pottery Barn.

I bought a Buffet table/cabinet from Pottery Barn on October 25, 2022, for $1899 plus white glove delivery and tax, which totaled $2357.04. Pottery Barn charged me the full amount on November 15, 2022, when the estimated delivery time was November 25 to December 3. However, on November 25, I received notification that the product had arrived at the facility in Georgia, and the estimated delivery time was changed to December 3 to December 8.

On December 14, I contacted Pottery Barn for an update as I had not received any additional notification. At that time, the estimated delivery had been pushed back again to December 18 to December 23. The representative informed me that my furniture was in transit from Georgia to my local facility, but it was still on target for delivery according to the current estimated delivery date.

On December 21, I received notification that my furniture had arrived at the local facility and was ready to be scheduled for delivery. I scheduled the delivery for the first available date/time, which was January 11, 2023. I received multiple notifications via email and text message confirming my delivery for January 11, 2023, between 7 AM and 9 AM.

However, on January 11, at 10:15 AM, I had still not received my delivery, nor had I heard from anyone about any delays. I called Pottery Barn, and I was told initially that there were problems, and they needed to reschedule to the next day. I had taken time off from work to be available for the delivery on January 11, and I explained that January 12 would not work for me.

After much frustration, the representative placed me on hold to try to determine if they could deliver later in the day and to try to determine why I had not received anything regarding the delivery not being on time. The representative apologized and explained that it appears they cannot find my furniture. Given that Pottery Barn has benefited from payment for the product since November 15, 2022, and I made this purchase with the representation by Pottery Barn that I would have the furniture by Christmas, I was obviously extremely upset by this news.

I asked for them to escalate the situation and get back to me immediately. However, on January 12, at 6 PM, when I had not heard anything from Pottery Barn, I called again to inquire about the status. The representatives did not seem to care or find any urgency in the situation. The response I received was basically, "we cannot find the product at the facility, so what do you want us to do?"

At the time of purchasing this product, I made the purchase based on the delivery date. Pottery Barn has benefited from the proceeds of the sale for months and has yet to show any concern or remorse for not delivering the product to their customer as promised. I cannot get anyone to call me back, nor can I get anyone to show any sense of urgency to investigate the situation and provide a resolution.

I have lost wages from taking time off from work to be available for the delivery. I have spent countless hours on the phone trying to get answers as to why I have not received the product that I paid for on November 15 and was provided a delivery date nearly 2 months ago. I have purchased countless products, including custom furniture and decor, and have never experienced such fraudulent and deceptive practices from any company.

While I absolutely love Pottery Barn's product, I am mind-blown by the deceptive practices I have experienced with this purchase. I have still not received any answers, and this is completely unacceptable. It appears I will need to bring legal action, which is extremely unfortunate. Pottery Barn, make this right and start implementing stricter regulations with your employees and providers. Your customer service is mediocre at best, and your dedicated customers are completely losing faith in your services.

I had a really bad experience with Pottery Barn. I ordered a counter height table and was told it would take 6 weeks to deliver. However, it ended up taking 9 months and I still don't have it. After the initial 6 week mark, I received an email from Pottery Barn saying it would be delayed another 2 months. Four months after I placed the order, the table started to ship from their warehouse to my local area. It took over a month for that process to complete. When the in-home delivery team finally arrived, they lost the table top and claimed they only had the legs. So, no delivery occurred after the legs sat at the delivery center for a month. Pottery Barn re-ordered the table and over three months later, I got another email that it was shipping again. This time, it only took 2 weeks before it was ready to schedule a delivery. I called immediately after getting the last email and scheduled a delivery date which was 3 weeks out. Today was the day the table was supposed to be delivered, but I received 2 emails with the date and time showing March 1st. I called today, March 1st, to check on the delivery status and not to my surprise they changed the delivery date to tomorrow, without notifying me, the exact time I have a doctor appointment scheduled. I'm not even changing my doctor appointment or delivery date because I believe it's all a lie and it won't be delivered.

Now, let's talk about customer service. Customer service as we all know it does not exist at Pottery Barn. Yes, they answer the phone and yes they are full of apologies but the actual truth is that Pottery Barn customer service has no authority to do anything about any situation in my experience. I'm not kidding when I say that I had to call Pottery Barn over this issue a minimum of 30 times. Not even joking. I have literally spent one and a half full days of my life trying to get something done about the poor service they are providing. In no way was I rude to them yet multiple people were frustrating, rude, and just gave me an attitude as if I was ruining their day. No joke. I was treated as if I were a burden but definitely not like a customer that had been lied to 30 times, many times by separate employees. This morning I spoke to a supervisor, Holly. What a peach. She actually told me for the 4th time I'm telling you I can't do anything for you. This occurred while I was asking for them to email me my new appointment date and to give me some sort of proof it was actually scheduled for tomorrow. She absolutely refused to send me that information. This isn't uncommon for them. If you want to speak with an upper level manager FORGET ABOUT IT. I spoke with two supervisors that promised to have upper management ie their supervisor, to call me. They said they would and they never did. Yes I have voicemail and never once did I receive a call from them or miss a call where they left any sort of message. Juanita W. J. Pottery Barn Senior Lead, (mercifully removing her last name) was one of the supervisors that had absolutely no authority to do anything promised me her supervisor would call me. I have her name only because she was the ONLY person that gave me an email contact. Well guess what, her supervisor NEVER called. I emailed her again and she again said they would contact me. NOPE. I offered to have them ship via FedEx, UPS etc and offered to pay more or have them keep the difference from the 400.00 home delivery fee. I offered to pick it up myself from the delivery center. NOPE. Pottery Barn just DOESN't CARE. As a veteran I feel like they treated me like trash over the last 9 months. Here's my warning. The reviews on this site are REAL. AVOID POTTERY BARN AT ALL COSTS. I will NEVER buy a single thing from them again. Horrible customer service because Pottery Barn actually doesn't have any.

UPDATE: as I was writing this they called and asked to deliver to us tonight. SUREEEE. They came by (well after dark) and dropped it off BUT they didn't bring the legs, just the marble insert. Not even the whole dang table. Ugh. It will sit in our garage for another 9 months I'm sure. This is a JOKE.

Hey guys, I just wanted to share my experience with Pottery Barn and their website potterybarn.com. I was trying to buy two Coleman beds for a family reunion I was hosting on August 29th. I ordered the beds on May 17th and was given an estimated delivery date of June 16th to June 19th. However, the beds never arrived and I had to call customer service to find out what was going on.

I spoke with Johnny who told me that the beds were made by a "third party vendor" but he wouldn't give me the name. He said he would email the vendor and get back to me in 72 hours. However, I didn't hear back from him so I called customer service again. They told me that they couldn't contact the vendor except via email and that there was nothing I could do.

I sent an email to PB customer service on June 27th but didn't receive a response. I called customer service again on June 29th and was told that the beds were in the Dallas distribution center and that I would get a call in 3-5 business days to schedule delivery. However, I didn't hear anything so I called customer service again on July 10th and asked to speak to a manager.

I spoke with Julianna who couldn't locate the beds at all. She sent a "priority email" to the vendor and said she would call me the next day with an answer. However, I didn't receive a call from her so I called again. They wouldn't let me talk to a manager but told me that the beds were "lost in transit" and that I should cancel and re-order. I said no and that I needed to talk to Julianna first because of conflicting information.

I said that the beds should be free after such a delay and so many calls, but they laughed at me and said "that's impossible". They said Julianna would call me on Monday, July 16th. Julianna did call me and said she was trying to locate the beds and would call me with an update "soon". She said she would give me 50% off my order and "something else".

On July 18th, Julianna called and left me a message saying that the beds were received in the Southern California facility and that they were trying to locate them. She said she would call me back "soon". However, I didn't hear anything so I called again on July 26th and spoke with Larry. He couldn't get a hold of Julianna but said the beds were to be delivered to the Dallas DC on July 29th. He said he would call me on July 30th to set up delivery.

However, I didn't receive a call from him so I called again on August 6th and spoke with Alice. She said that Larry left no note in the computer and that Julianna was not available to speak to. She said she would send her an email to call me. I called again on August 6th and spoke with Kathy Boucher, the lead manager. She said that the beds were not in Southern California or Dallas and that they hadn't even shipped from the vendor. She wouldn't tell me who the vendor was or where they were located.

She said that she couldn't offer the beds for free and couldn't even give me 50% off. She said that Julianna "should never have said that, that's not possible". She said she was asking her boss to find out where the beds were and about compensation and would email me. I told her that I must have the beds by August 29th.

On August 7th, I received an email from Kathy but there was no news. She said she talked to her manager about Julianna and that Julianna should reach out to me soon. I responded via email on August 8th saying that I hadn't heard from Julianna yet and reminded her that I must have the beds by August 29th. I asked if they could send me other beds to use in the meantime but didn't receive a response.

On August 14th, I emailed Kathy asking for news but didn't receive a response. I got a call from Courtney at the Dallas DC on August 15th who said that only the bed frames had arrived but no headboards or footboards. She said she would call me when the rest arrived. I got an email from Kathy on August 16th saying that everything was in Dallas and that I would get a call for delivery soon. I emailed her back telling her what Courtney had said and she answered saying that it should all be there and to just "give them an extra day to check everything in".

However, when I called the furniture delivery on August 17th, only the frames were there. I called again on August 19th and was told that only the frames were there and that the other pieces hadn't left the vendor. I called customer service again on August 23rd but Kathy wasn't in and the person I spoke with wouldn't let me talk to a manager. He said that the rest of the beds had shipped on August 20th but he didn't have a tracking number or know who was shipping them.

He wouldn't let me speak to the Dallas DC and said "I don't have their number". He wouldn't transfer me to someone who could talk to them either. He said that if I needed the beds by August 29th, I should just call on August 27th and if there was no news, I should have time to get other beds arranged. I emailed Kathy again on August 23rd asking for a response.

By now, these beds were over 2 months late and I had spent hours and hours on the phone. Each time I called, I got a different story. I was so frustrated and now had no time to arrange for beds to be here in time. I had several people who were elderly or had disabilities staying with me who may have had no bed to sleep in. I hope this helps you decide who to buy furniture from in the future. If you're looking for an alternative, Restoration Hardware has some beautiful pieces and wonderful customer service.

I recently placed an order with Pottery Barn in April 2022 and was given a delivery date of May 25-30. However, on May 2, I received a notification that the bed was back-ordered, which caused me concern as I was relocating. I contacted customer service to express my concerns, and the agent advised me to change the delivery address to ensure that I received my furniture in my new home. I followed the agent's advice and was assured that my furniture would be held at LAX until the bed arrived.

Unfortunately, the delivery process turned into a nightmare. When the Delivery Hub in LAX received the bed on June 6, the rest of the furniture was not held at LAX as promised. Instead, it was shipped to SFO due to the original agent not changing the address as promised. Four of the six pieces were now ready for delivery to my old address, and I had to call customer service to get this sorted out.

The agent informed me that the change of address had mucked up the order, and the original agent did not do it correctly. The agent assured me that they would take personal responsibility and get my order shipped back down to City of Industry as soon as possible. However, two weeks later, I had to call again to find out if the furniture was ready to deliver.

The agent at the delivery hub assured me that all the furniture was in the City of Industry and booked an appointment. However, when the delivery window passed, I checked the tracking and found out that the delivery was cancelled without any notification. I had taken time off work to receive the delivery, which turned out to be fruitless.

When I called the hub, the agent informed me that the delivery was left on the dock because the bed frame was not with the canopy, so the delivery could not be performed. I was exasperated at this point and demanded to speak to a supervisor. However, the canned response was that they would have her call me back, which never happened.

I had to call again, and another agent informed me that two of the three missing pieces were in the City of Industry, but the mattress was nowhere to be found. I requested the two pieces be delivered as soon as possible and for them to find the mattress. However, the delivery was cancelled again without any notification.

I repeated my request for them to tell me where my furniture was at that moment, and the agent hesitated and told me it was in the City of Industry waiting for the mattress. I asked her to deliver what she had as soon as possible, as I had been paying for furniture for over a month. However, the agent repeated her canned response that she would email and call me back.

I was beyond frustrated at this point and cancelled the mattress and requested the two pieces be delivered. The agent told me that the two pieces were scheduled to be delivered the next day, which I had no knowledge of. I asked her to set an appointment for the last two pieces of furniture, but she told me she had to confirm with the hub and would call me back at the end of the day.

In conclusion, I have been paying for very expensive furniture, but Pottery Barn/Williams Sonoma has not delivered it to me. The system is incredibly broken, putting all the onus on the customer and never following through or following up. For all of its "customer-centric" claims, Williams Sonoma/Pottery Barn should look into the meaning of their claims and the behind-the-scenes mayhem.

I recently ordered the Malcom 66" media console from Pottery Barn's website in August 3rd 2022. The price was $1,690.00 plus an additional $259 for white glove delivery, which I did not have the option to opt out of. The item had to be delivered with white glove delivery for extra money where the people go inside your home and build the item in your house. The order said I had a delivery window of September 1-8.

I received an email at the end of August saying I could schedule my appointment for the white glove delivery, but the email would not allow me to make the appointment. The button you click to "schedule appointment" did not do anything. So I called PB to schedule the appointment and they transferred me to Furniture Scheduling. They made me a Delivery appointment of September 5th and said that I would receive a confirmation email and call from the delivery team 1 or 2 days before the 5th.

I never received any contact from them confirming the delivery was still confirmed, so I called the furniture scheduling department again to verify that my deliver was still set for the 5th. I could see on the PB website when tracking my order that it said delivery was still scheduled for the 5th between 9am-11am, but wanted human confirmation. The person I spoke with at the scheduling department said that there was a "very very rare error that never happens" and my item was not actually at the fulfillment center and could not be delivered.

She then continued to tell me there was an error with the order and that she would need to cancel it and re-order the item. I was frustrated by this but thought "whatever". The new order was placed on the 5th but did not process until the 19th. So, on September 19th I received an email once again saying my delivery could be scheduled and it gave me a window for the first 2 weeks of October. For the second time, my credit card was charged, this time on September 23rd.

This time the website was working and let me schedule the delivery for Monday October 3rd between 9am-11am. Wouldn't you know it, THE EXACT SAME THING HAPPENED AGAIN despite it being a completely new order with a completely new order # and everything because they messed everything up with my first order. No one called me to confirm the delivery the day prior, so I reached out again but this time the phones were backed up, I didn't have all day to wait on hold.

So I decided to see if the item would actually be delivered, because the website still had October 3rd as my confirmed delivery day with the time. So I took Monday morning off work to be home for the delivery, AND NO ONE EVER SHOWED UP. I waited until 4pm just in case the delivery was running late, and then I called scheduling AGAIN. They said that there was some glitch and that the Item was never at fulfillment and I never should have been able to book the delivery date... THE SAME ISSUE AS THE FIRST TIME.

So this time I said I wasn't going to make the same mistake and let them tell me to cancel and re-order the item (pretty sure they were advising me to do this because then in their system it makes it look like it was all my doing, and not caused by their errors). This time I demanded for them to keep the order active and to contact me when they knew for a fact my item was at the fulfillment center and my order could actually be confirmed for real delivery.

So, I had a third delivery date set, this time with the scheduling department verbally confirming to me that "the item was at the center and ready to go on the truck for the white glove delivery, and the new date would be Friday October 14th. They said just like the other 2 times that I would receive a phone call from the delivery team. That call for the third time never happened.

So here I am, today on October 14th, the date of my 3rd re-schedule, and MY ITEM NEVER GOT DELIVERED. I called scheduling frustrated asking where my item is and why this keeps happening and I had 3 employees transfer me to departments that dropped the call, 2 employees transfer me to "The Hub" but the number is disconnected, and 1 other employee give me the number for "the hub" only for me to call that number to discover it is just a different number to the scheduling department I had been dealing with the whole time.

I asked to speak to supervisors or managers and was told there aren't any. So I contacted Pottery Barn through a different customer service number, and they told me that someone at the Distribution Center absolutely keeps messing up, and that they had made a note on the most recent time that my order was "shorted" and never actually arrived (which means the people who told me the item was confirmed there lied to me), and that in order to re-set my delivery date the DC (distribution center) placed the order as "needing replacement" so that the order would re-start the clock AGAIN.

This means that the Order was restarted for a 4th time! And no one even thought or bothered to call me to tell me! They were going to let me wait around all day again for a delivery of a piece of furniture that they never even had at the center! I only found out because I called them demanding answers! Now they are saying my item will get delivered at the end of November! No doubt they are going to keep doing this to me, I have 0 trust in anything they say and absolutely expect this to happen again and again.

My credit card was already charged the full price + white glove delivery on September 23rd despite having no delivery or any kind and nothing but lies and mishandling. I asked for them to cancel my order and they say they can't cancel the order and refund my money because the order is in a part of the process where they can't do that!?!

This is the WORST company I have ever dealt with for anything ever! I only ordered 1 item, and they cannot even handle that. They lie, misdirect, hang up on you claiming they are transferring you and give you incorrect numbers to call for problem solving. Worst yet is that the item I ordered and have had to keep re-scheduling based on the companies lies, is now $500 cheaper online than when I ordered it!

Since they won't refund me my money or cancel the order, I asked for a credit for the price difference at least and they said they don't do that! This company should be investigated and shut down if this is how badly they do things. Meanwhile, I can get anything off Amazon for Same day or Next day delivery without issue and Wayfair and Target and other companies can get you most things in a few days.

Functioning at that level isn't hard, almost everyone else does it just fine, but Pottery Barn and their awful departments and fulfillment centers will charge you thousands and keep you waiting around for months missing work expecting deliveries that will never ever come, and keep lying and kicking the can down the street on solving the issue. They won't admit to there being any back order issues or anything, they will just let their customer deal with their failure in operation.

TERRIBLE company, I will never ever use them again and will share my experience with everyone I know so they won't either. 4 chances to get it right, and they made the same mistake (and lied about it/wouldn't contact me to let me know there were issues) 4 different times. I'm fairly convinced this will happen again in November and I am never going to get this item, despite the website still selling it and saying it is in stock, and despite the company confirming the item is there in person and ready to be scheduled for delivery.

Awful, Awful, Awful, if you are reading this and the other reviews on here you've been warned!

I placed an order on 11/16/2017 on Pottery Barn Kids website with an expected delivery date of 11/29/2017. However, I have not received the item yet. I was quite disappointed with the delay and decided to call the customer service on 12/8/17 to check on the order. Unfortunately, I was disconnected while being transferred to a supervisor. I called again and was told that a request for an update would be sent to the manufacturer and I would receive an email on 12/12. However, I never received any email from them.

I called again on 12/13 and talked with Helen in customer service. She had no new information and put me on hold while she tried to contact someone else. After waiting for 10 minutes, she came back to tell me that it would take 30 minutes before she could get this other person. She promised to call me back that day or the next with an answer, but I never received a call back.

I called again on 12/18 and talked with a supervisor. She had no further information as to when or if the item would ship. She informed me that the update request sent on 12/8 was sent to the wrong department and sent another request. I then wanted to cancel the order, but was told that because this was a special order item, cancellation could not be guaranteed. I was quite surprised as nowhere on their website or the order confirmation did it say that the order cannot be cancelled. She sent in a cancellation request and told me that it would take 3-5 business days and I would NOT receive a confirmation that the order was cancelled. I would have to call again.

On 12/26, I called again and talked to a supervisor. I was informed that I needed to wait 2 days for logistics to answer as to where the product was. On 12/29, I talked to Kim, a leadership supervisor, who informed me that I needed to wait 8 business days for a response from the vendor. It has been 8 days, but Nuno has a part on back order. I received an email from Kim stating that either the order has been cancelled by Nuno or the unit has shipped. However, the toll-free number on Kim's email did not work. I called Nuno and they have 170 units in stock. I sent this information to Kim, but never got a response back.

On 1/3, I worked my way up to Brandy, who is a customer service manager. She sent me an email that guaranteed that the order has been cancelled and gave me her direct line. I went to the Nuno website and ordered the item directly from the manufacturer. It shipped in 2 days and I expect delivery on 1/10/2018. I am quite disappointed with the service provided by Pottery Barn Kids and will never order from them again. Fortunately, my credit card has not been charged yet.

I gotta say, I'm pretty disappointed with Pottery Barn Kids. My partner and I ordered a glider and ottoman for our baby's nursery back in November, and we were told it would ship between late December and early January. We were careful in our fabric selection, making sure to choose an option that would be available in time for our son's due date. We even switched to a different fabric to ensure that we would get our order on time.

But here we are, well past the original shipping window, and we still haven't received our furniture. We've called customer service multiple times, sent emails, and even reached out to the Williams Sonoma Upholstery department (which PBK told us to do), but we haven't gotten any updates. Every time we call, we're told that it takes 3-5 business days to get information from the manufacturer, which is apparently a sister company of Williams Sonoma. But that time frame has come and gone multiple times, and we still don't know where our order is or when it will be delivered. And to make matters worse, we've already been charged in full!

We've asked to speak with a manager, but no one has gotten back to us. We've asked for other contacts or ways to get more information, but we've been told there aren't any. We've even tried to cancel our order and take our business elsewhere, but we've been ignored or told that we can't cancel because it's custom work. We understand that, but we also paid for this product with the understanding that we would receive it by January 4th. We didn't spend over $1300 to have PBK fulfill our order whenever they feel like it.

Honestly, we had a great experience in the store when we placed our order. But everything since then has been a huge letdown. We had to initiate all the follow-ups ourselves, and we weren't even notified when the original shipping window came and went. We're really disappointed in PBK's lack of communication and customer service, and we wouldn't recommend them to anyone.

I ordered a whole nursery from Pottery Barn Kids on 7/31, which included two crib conversion kits. My due date is 1/9, so I wanted to make sure everything was ready in advance. All the items were ready to schedule, except for the chair, which I knew would be delayed. I scheduled everything for 11/19. The drivers arrived on time, but they didn't wear masks and barely spoke English. They didn't bring one item that was supposed to be on my order - the bookcase. Instead, they brought a Hollywood-style mirror which they took back. They started to unpack the full bed conversion kit, which I didn't need yet because my baby wasn't born. I asked them to repack it, but they did it so poorly that the box didn't lay flat. I asked them to repack it properly, and they started speaking in Spanish and called me "loca." I don't think my request was unreasonable - they unpacked something they shouldn't have, and I asked them to pack it properly so I could store it. No one apologized. They also threw away the anti-tip kits, so I had to ask PB Kids to send me a replacement - which they said they did, but I'm still waiting. I've been dealing with a supervisor, Darrin, who never called me back but rescheduled the bookcase (which is now not available until January) for UPS delivery. I paid for white glove service, so they should bring the item up to my apartment and put it together. But at that point, I'll be two weeks postpartum, and I'm a single mom - how am I supposed to drag this from my building's lobby to my apartment and put it together?

About a week after the above, the bookcase and chair appeared to be ready to schedule again, so I scheduled them for 12/2. I got an email confirmation, but when I checked my order online, nothing was showing as scheduled. I called again today (11/29), and they said they have no appointment for me for 12/2, and there is no bookcase to deliver. So now we scheduled the chair for 12/2. I told them that I expect Pottery Barn to make this right and refund all of my delivery charges, but I still haven't received a response. While the quality of the furniture is great, ordering from PB Kids is not worth the hassle. I placed my order six months ago, and the fact that I haven't received it complete, that no one seems to be telling me the same story, and that I was treated with such disgusting behavior on the first delivery, ordering from PB Kids simply wasn't worth it. Pregnant women should not be put through this much stress. Pottery Barn should be ashamed of themselves.

I recently had an experience with Pottery Barn Kids that left me feeling frustrated and uncomfortable. I had tried to contact their customer service online three times, but never received a response. When I finally went into the store, I was met with a bad attitude from the sales representatives.

As a Brazilian living in the USA for four years, I have always admired the way customers are treated here. However, Pottery Barn Kids is the only place where I feel unwelcome and mistreated. I wonder if it is because I am a foreigner, or because I have an accent and don't speak perfect English, or because I was only buying a small item.

I am usually very friendly and kind to everyone, having been a store owner in my country. But the sales representatives at Pottery Barn Kids have such a bad attitude that I left the store feeling frustrated and uncomfortable. This has happened more than three times at the same store in Houston, TX, Wertheimer.

Today, I went to buy a gift from a gift registry and asked for a wrapping or a bag. The sales representative rolled up some paper and said they were out of ribbon. When I explained that I could buy the same item online with a discount and have it delivered to the person's house for the same price, he just took a deep breath and said he could return it. I felt embarrassed and uncomfortable with their attitude.

I also asked about tags to glue in backpacks and was met with a rude response. When I asked to see the tag first, they brought me a black/grey, boyish tag when I needed one for a girl.

It seems like Pottery Barn Kids doesn't like foreigners or anyone who buys small amounts. I have bought all my kids' bedroom furniture there before, but I will never go back after this experience. I hope someone at their headquarters can do something about this so that no one else has to feel the way I did.

I recently had an experience with Pottery Barn Kids that left me feeling frustrated and disappointed. I placed an order on November 22nd and the funds were put on hold in my PayPal account, but I never received any updates on my order. After calling in early December, I was told that my item was scheduled to be delivered on December 6th. However, when that date came and went, I called again and was told it would be delivered on December 10th.

On December 9th, I decided to check the tracking information and discovered that my item had not even been prepared for shipping. I called customer service and was on the phone for over 30 minutes before being told that the item was no longer available and that my order was being cancelled. The representative offered to sell me a similar item at a discount, but I explained that I didn't have enough money in my account to pay for the new item because my payment was still on hold from the original order.

The representative assured me that PayPal would release the funds immediately so I could use them for the new order. They also offered to rush the delivery, but I had to pay for the rush delivery, which only made the item $2.00 cheaper than the first item I ordered. I agreed to the new order, but when I checked my account, I discovered that PayPal still hadn't released the hold and I was charged for the new item and rush delivery, making it more expensive than I was originally told.

I tried calling customer service the next morning, but every time I pressed the number to be transferred, the call cut off. This happened eight times before I decided to wait an hour and try again. When I finally spoke to a representative, they told me that it would take 2 business days for PayPal to release the funds. When I explained that I was told something different the night before, the representative hung up on me. I called back and spoke to another representative who told me it would take 5-6 business days for the hold to drop. When I explained that I needed the money sooner, they also hung up on me.

I called back a third time and asked to speak to a manager, but the representative didn't want to transfer me until I explained the issue. After being placed on hold, no one ever picked up. This was by far the worst online buying experience I've ever had and the customer service was terrible. I ordered from Pottery Barn Kids because I thought they were reputable, but I should have checked the reviews before placing my order. I will never do business with them again.

I gotta say, I had a pretty rough time with Pottery Barn Kids (potterybarnkids.com). Back in February of 2016, I had to call their customer service about a recall on a crib my sister-in-law got for my family. It was a Dana White Drop Side Crib, and it was recalled because of safety issues. So, I called up PBK and talked to a guy named Justin. He said he'd order the new hardware for me and send me a confirmation email. But, I never got that email, and after waiting 7-10 business days, I still hadn't received the hardware. So, I called back and talked to three different customer service reps (I got disconnected twice, once by Bill and once by Ashley). Finally, I talked to DJ in furniture, and he told me to wait another week to make sure Justin had actually ordered the hardware. Then, he transferred me to Kiana in the partials department, and she said she couldn't find any record of Justin's order. She told me to call back in four more business days to make sure Justin hadn't screwed up.

So, I waited another week, and still no hardware. I called PBK customer service again, and they told me the order still hadn't been placed. Finally, last week, I talked to Caroline (the twelfth customer service rep I talked to about this hardware), and she reissued the order and said she'd reimburse me for the shipping charges. But, then I got a call two days later saying the estimated ship date had been pushed back because of another issue with my order. They gave me a new order number, but then that got changed again the next day. I've been tracking the order on the UPS website with the tracking number they gave me.

I got a delivery notification, but when I didn't receive the package (I was home waiting for UPS), I called them up and they said my address and phone number were wrong. I called PBK customer service again, and they admitted they made a mistake, but they wouldn't waive my shipping fees. I talked to a lady named Mary, and she said she'd contact UPS to reroute the package to the right address.

Now, I just got a call from UPS saying they'll try to reroute the package, but it might not work. They told me to contact PBK because they might have to file a lost package document to investigate this mess.

Honestly, I'm so frustrated with PBK. All I wanted was a safe sleep arrangement for my family, but I've had to jump through so many hoops and deal with so much trouble. It's really disappointing.

This company is a complete joke! I should have listened to the other reviews before ordering from Pottery Barn Kids. I ordered a nursery recliner in October and was supposed to receive it by the end of November. However, it was the end of November and I never received an email update about my order. When I called them, they told me that it was sent to the wrong facility in Georgia. They didn't even bother to let me know about it! They said they would send an email to their shipping company to have it rerouted back to California. After a week and a half, I called them again because there were no updates. They told me that it was still in Georgia and that they would send another email. A week went by and I called them again because the delivery time frame still said November 25th. I was getting really frustrated at this point. It was now December and they told me that I should receive it by December 28th. I waited patiently, but the delivery date changed again to January 3rd - January 28th! Are you kidding me?! I called them and chewed them out. They told me that it takes 6-8 weeks to have it rerouted. Why does it take that long? This was their mistake and they needed to fix it ASAP! I asked to speak with a manager or supervisor and finally got one after being told multiple times that they didn't have that option for me. The manager was rude and useless. She ignored me as I explained what happened and showed no sympathy. She couldn't fix their problem and told me to wait 6-8 weeks for the reroute. I said no and asked for a refund. My item was non-refundable, but she granted me a full refund. I have never worked with such a horrible company before. They are supposed to be high-end, but their customer service is terrible. This recliner was for my baby's nursery room and they stressed me out so much as a new mother! I finally bought a nice recliner for half the price and it's already here! Avoid buying anything from these clowns! It's not worth the stress.

I sent back three items for a refund in late August which were charged to Affirm. They refunded all three but only two were refunded back to Affirm and the third did not get refunded back to Affirm on September 1st. I called them on September 3rd to get the situation fixed. I have called them since then at least 10 times to get the refund issued to Affirm. They have told me continuously a ticket has been issued for the original form of payment to Affirm for $299 but I still do not have the refund and I am still paying Affirm while PB has the product and we are now in late October. #[protected] I am still waiting for my refund and I don’t know what to do next.

I ordered PB kids for a gift, 2 items 1 baby blanket 1 personalized picture baby frame after a week as promised date that state on the website the promised date passed, I called and no one can respond with the right answer, out of stock but will ship as soon they have it? called second time, CS said that will ship from store but nothing from warehouse, 3rd time calling same answer 4th time calling because showing on my order that "We regret we are currently unable to provide a delivery estimate" so I asked then cancel it if you guys dont even know when can be shipped as this is not for me but for a gift. CS answered can't cancel, basically you just have to wait period very rude... this is my first time experiencing very bad customer service with Pottery barn

My pottery barn red Andover cabinet doors do not close. The magnetic closure works, but I believe it's the hinges that got damaged or warped. The doors do not seem warped. I can't find the specific hinges anywhere and even had someone look at it, which I was charged $200 and told to put another closer on the cabinet. Please get back to me and hopefully I can get new hinges.

Thank you

Our Hensley bed from Pottery Barn squeaked horribly for over a year. So much so that I started dreading bedtime. Every time I would turn over in bed, my wife, a light sleeper, would be disturbed. I've tried many fixes, all of which were temporary, until today!

The fix:

Measure the interior distance between your sideboards and cut a 2x4 to size. On my king bed, the distance was 77 7/16". Wedge your precut 2x4 between the sideboards at the head of the bed directly under the headboard. By placing opposing force on the sideboards the squeak disappears. Wood shims can keep the 2x4 tight and in place without screws if your measurement is short. If you care, you could distress then prestain your 2x4 with weather gray for that matched feel, but honestly, once you put your mattress back on, you don't see the 2x4. I hope this helps!

I have been a loyal customer of Pottery Barn for years, and I have always been impressed with their high customer service standards. However, my recent experience with them has left me feeling disappointed. I ordered a sofa from them in August of 2019, and I received email after email pushing back the potential delivery date. After waiting for three months, I started to become annoyed with the situation and decided to call customer service.

Each month when I called, I was told the same thing. "We are waiting for one piece of the sofa to come in, sorry." "I'll send an email to our shipping carrier and follow up personally on the matter." However, I never heard back from a single customer service agent in follow-up as promised. After nearly six months of waiting for my sofa and having just received a fresh email stating another 3-4 week delay in potential delivery, I made yet another call to customer service.

This time, I requested to speak with a supervisor immediately. After waiting nearly 40 minutes to speak with a 'lead', he came on the line with an attitude towards me and said the same thing I had been told for the last three months. "I'll send an email to the shipping department, that's all I can do." He offered no assistance, apology, or solution to the problem. When I responded with an understandably frustrated tone, stating that I wanted to cancel the order due to this unacceptable level of customer service and that I would like an email with written proof of him stating that I would get a refund 'once the other part got to the shipping warehouse,' he refused to send me the requested email, claiming that I was "not giving him incentive" to do so.

At this point, I have lost all faith in this team of customer service reps, and I will never make a purchase from this company again. It seems customer service is dead, and I, for one, am choosing small over big and will find a company that cares about its customers again. I urge you to save yourself the hassle and find a different company to do business with.

This company is the worst I've ever dealt with. I wouldn't give them any stars if I could. I ordered a desk from them back in April and it took them two months to ship me half of it. When I called and texted them repeatedly to ask about the other half, they couldn't give me any information. The top of the desk showed as shipped on their website, but they couldn't tell me where it was. I had to keep calling them to get updates, but all they could say was that they needed to put in a ticket to locate it. They wouldn't even give me a tracking number. They lied to me repeatedly and seemed to be making things up because they didn't have a good answer. Finally, on July 21, I got a text saying they were delivering the desk top that day, but then I got another text saying they had to cancel due to a truck malfunction. When I called to ask when they would deliver it, they said it would be on July 26, but I didn't get any text that day. When I called again, they said they hadn't scheduled the delivery and that it would be on August 1st. When I asked to speak to a manager, I was on hold for 45 minutes and then got disconnected. This was a horrible experience. Their package tracking system is terrible, their delivery process is terrible, and their customer service people are terrible. It's like they don't even have customer service. I cancelled all my other orders because I don't have time to chase them down and deal with the aggravation. When I tried to cancel an order that hadn't even been built yet, they told me I couldn't because it was custom. But I put a stop on the payment because I don't want to deal with them anymore.

I gotta say, I was pretty disappointed with my experience ordering from Pottery Barn. I mean, if you're looking for your order to actually arrive on time, this might not be the place for you. I got three different emails with estimated delivery dates, and none of them were accurate. They claimed it would take 6-12 weeks for production, but I ended up waiting a whopping 16 weeks. That's like, four months, man.

And to top it all off, when I finally did get my order, it wasn't even the right thing. I ordered the Sullivan Deep Seat Sofa with ottoman, and the ottoman they sent me was totally different from what I wanted. I even talked to an associate in the store and they told me it would be exactly what I wanted, but nope. When I called customer service to complain, they told me it was my fault for not noticing the mistake in the image to the item name. Like, come on, man, that's not my job.

So they said they'd send me the right ottoman, but it took another three months to arrive. And when it did, it was the same damn wrong one. I mean, seriously? I spent a couple grand on this order and this is the service I get? It's a joke.

The only good thing I can say is that the guys who delivered the furniture were nice. But other than that, this company is a mess. And don't even get me started on their "rush delivery" - I bet that would take another three months too.

Customer service said they'd compensate me after everything was considered, but I mean, what else is there to consider? This whole order was a disaster from start to finish.

I've been a Pottery Barn customer for a long time now, including their PB Teen and PB Kids sites. I used to love their customer review feature, but they got rid of it a few years ago. I think I know why - the quality of their products has gone down overall. I've received tarnished mirrors and poorly made linens, and I've had to return several items that were noticeably lower quality than what I could find at Target. However, I do appreciate their personalization options.

Last Christmas, I ordered a personalized item that arrived with the wrong name. I was only refunded part of the cost and none of the shipping cost, which was disappointing. The overall quality of the item was also lacking, so I declined their offer to send a replacement with the correct name.

Pottery Barn Teen has a separate website and sign-in process, which I find strange. However, they do honor the same credit card and bonus system. I haven't had any issues with their customer service agents - they've all been polite and helpful, and they speak English clearly.

The 10% coupon you receive for every $250 spent sounds nice, but it's not really a benefit when you consider how expensive their products are. The coupons expire quickly and you need a hard copy to use them. Their billing and payment system also seems outdated for such a large company.

Overall, I still think they have some nice items, but you need to be careful about which ones you choose and be aware of their refund policies. These policies can vary by item, so make sure you read the fine print. I'm not ready to close my account just yet, but I hope they listen to their customers and improve their quality and policies. They used to be so reliable!

I recently made an online purchase from Pottery Barn and I gotta say, I was pretty disappointed with their delivery system. I mean, I knew there were supply chain issues and all, so I expected a bit of a wait. But what I didn't expect was to be jerked around like a yo-yo.

So, I got a message saying my merchandise was ready for delivery, which was sooner than I expected. I scheduled the delivery and got a confirmation for the date and time. The morning of the delivery, I got another confirmation and was even able to track the delivery truck. But then, halfway through the delivery window, I saw that the truck map said the delivery had been cancelled. What the heck?

I had to call to find out what was going on, and that's when I found out that the merchandise wasn't even at the warehouse hub. They didn't bother to tell me until I called. A few days later, I got a notice saying I could reschedule, so I did. But I made sure to ask the scheduler to make sure everything was really in place this time.

Again, I got a confirmation of the delivery date and time, but then the truck map showed the delivery had been cancelled AGAIN. When I called, they said the side rails and slats of the bed weren't loaded on the truck and they had to search the warehouse for them. This could take up to 72 hours. Seriously?

I was on the phone for over an hour, transferred and dropped from the call queue at least once. Finally, I reached a supervisor who was like a robot. He just repeated that they couldn't expedite anything and that I had to wait until they found the missing parts. And even then, I had to be scheduled at their next available date for my neighborhood. Any other company would have delivered as soon as the parts were found. They're in the same city, for crying out loud!

There was no recognition that they had failed to notify me of a cancelled delivery TWICE and that I had to work around their schedule AGAIN. I recently made a purchase from a different national furniture company and they went out of their way to juggle delivery days to work better for me. That's how you treat a customer.

I've been a long time customer of Pottery Barn and their sister company Williams Sonoma, but never again. It's not because of the wait for the merchandise, but because of their totally broken delivery system and lack of concern for the customer. It was all about their "process." I mean, come on.

I've been a regular customer of Pottery Barn for quite some time now. I recently ordered a few pieces of furniture on October 5th, with a delivery date scheduled for late October. I took the day off to be there for the delivery, but when the delivery truck arrived, one of the main pieces was missing. I called customer service, but no one could find the missing piece. Eventually, I was given a commitment for delivery prior to Thanksgiving, which was great since we were hosting for the holiday.

However, things took a turn for the worse when the delivery date was changed, and there was no timeframe for delivery. Pottery Barn couldn't find the missing piece, and my wife has been making no less than 2 calls weekly since late October to track down the order and get a confirmation for delivery. It's been absurd the amount of time my wife has spent on the phone, with 1-2 hours weekly over 9 weeks. We've been put on hold, transferred, had dropped calls, or told to call back to check on the status. But we invested that time so that stupidity is squarely on us.

My wife has been more patient than I, and she's very excited and motivated by the new house furnishings and prepping to have the house looking great for the kids coming home from college and entertaining family and friends. Throughout this experience, no one was rude. In fact, there were very sympathetic and helpful people doing their best to help, but they clearly just didn't have access to information or authority to do much in terms of resolution.

If I hear "we are a preferred customer" one more time based on our purchase history, ughh. Imagine the visceral, negative emotional response that is now hardwired in our heads at any mention of Pottery Barn. We blame two parties for this experience: ourselves for the trust, time, and patience we entrusted with Pottery Barn again and again over the last 2 months, and Laura Albers, the President/CEO of Williams-Sonoma Inc, the parent company of Pottery Barn.

We are in no position to understand the organizational structure of the company, but based on the many, many employees we interacted with, they very clearly do not have the tooling, authority, and possibly training to fully resolve customer issues. That's a systemic problem that lies with leadership. And ultimately, when the delivery team comes to bring our missing furniture, and they (very likely) do a good job as they typically do, of course, we'll give them a high rating along with a tip. They are not responsible for our miserable experience.

But never, never, never will we or our family buy any product from Williams-Sonoma Inc again. All trust has eroded.