Pottery Barn
Reviews and Complaints

I gotta say, I had a pretty bad experience with Pottery Barn Kids. I bought two Larkin cribs for my twins back in 2017, and I was pretty excited about them. They're advertised as 4-in-1 cribs, so you can convert them into toddler beds and stuff like that. But when I went to do that, I noticed that both of the mattresses seemed to be sinking in the middle. I took a closer look and realized that the metal frame that the mattress sits on in the crib was completely warped and sunken in the middle. I called customer service twice to try and get it sorted out, but they were no help at all.

The first person I talked to told me that it was normal for the frame to stretch out after two years, which I thought was pretty ridiculous since they advertise the cribs as being able to last throughout childhood. When I asked to speak to a supervisor, I got disconnected. The next day, I waited over an hour to talk to someone named Suzanne, who was just as unhelpful. She told me that there was nothing they could do and that it was probably my kids jumping in the cribs that caused the problem. I mean, come on. My kids are only 30 pounds each. She even suggested that I just buy a new bed instead of trying to get it fixed.

I was so disappointed in the quality of the cribs and the customer service. I paid $1000 for each crib with the expectation that I could use them for years, but they didn't even last two. I'm also really concerned about the safety of the cribs. If the metal frame is so warped that the mattress is sinking in the middle, that could be a serious safety concern. I've filed complaints with saferproducts.gov and the BBB, but I just wanted to warn other parents to be careful if they're considering buying from Pottery Barn Kids.

I recently made a purchase on Pottery Barn Kids for a crib skirt and crib sheet. I'm registered with them, so I'm always checking my registry and getting emails about coupons and discounts. Last Wednesday, November 29th, I placed an order at 1pm during my lunch break with a co-worker for a Monique Lhuillier crib skirt. I showed my husband that morning at 7:20am that the item was $26.50 and the crib sheet was $24.00. I decided to buy them since they were on sale and Pottery Barn Kids was running a promotion for 20% off plus free shipping with the code JOLLY. I used the code and my total came out to be $43.18 with NJ tax. I received an email confirming my order was received at 1:12pm.

The next day, I checked my account to see the tracking and delivery date. The item showed it would be delivered on December 4th, but the order history showed the crib skirt in my order confirmation was $119.00 and $95.20 after the discount, showing a total of $122.26. I was extremely puzzled and contacted my husband to check our bank statement. Our statement reflected the amount I authorized which was $43.18 and the item had not left the warehouse with a tracking number. Later that evening, they sent me an itemized confirmation with the different prices. We decided to wait until we received the item or the $43.18 cleared our bank because this just didn't make any sense and we thought maybe the confirmation was just a mistake.

Friday came and I still did not have a tracking number, so I called Pottery Barn Kids. The representative told me to wait until Wednesday of next week because she couldn't promise Monday, December 4th delivery even though that is what the order confirmation stated. Finally, Monday came and my husband checked our bank statement and somehow Pottery Barn Kids pushed through the $122.26. I contacted Pottery Barn Kids immediately because I did not authorize that amount. I work for a bank myself and essentially that is fraud that I accepted one price and they charged me for another. The representative stated that there was nothing they could do and asked if I had a screenshot of the price that was reflected that day. There would be no reason for me to have a screenshot because why on earth would I think the price would be misleading or change after I put my credit card information in for payment. Furthermore, the representative couldn't understand why I still hadn't received the items. After over 2 hours on the phone, the solution they gave me was to wait until I received the item on Wednesday, then I could mail it back to them and they would refund me for my purchase or she will try to cancel with UPS for me. She claimed they had no way of checking to see what the price was that day, which would have to be untrue because I am sure in this day and age with all online ordering they have alerts when they change the price especially if I can reflect myself how often the prices have changed just by purely being on the site.

I am totally disgusted and disappointed that I now have to jump through hoops to get my money back when they made the mistake and nothing was done to rectify the situation and it was made out as though no one knows what happened. So now they have charged me $80.00 more than my actual authorized purchase. Their system was smart enough to track an order confirmation with the price they wanted to charge me but not smart enough to track that there was possibly a system error on the site that had reflected a different price. The system knew to charge me for the price change they made but did not have the correct delivery date-makes no sense. We were going to buy our crib and stroller travel system from them and for $80 that they did not want to honor we will take our business elsewhere. Since I am registered, they could've contacted me telling me there was an error on the system and if I wanted to authorize the new amount but they didn't. I would have been understanding especially to be able to make that decision myself not blindly be charged. But, they conveniently emailed me today, December 6th, to tell me that there was no way they could stop the UPS order to cancel my order so I would not have to go through hoops to get my money back. For a company to place itself as a high-end store, they have poor customer service, and I am not basing that on the representative that is based on whatever manager could have cared less to correct an $80.00 that was made on their end!

I gotta say, I'm not surprised by all the 1-star reviews for Pottery Barn Kids. They're always changing their policies to make more money, even if it means screwing over their customers. It's really shameful how they treat people and their customer service is a joke. Buying furniture from them is a nightmare, but that's not what I'm here to talk about.

I want to warn people about their latest scam: shipping "open stock" items from their retail stores when you order online. Here's the deal: PBK is always getting new stuff in and clearing out old stuff. They don't have enough shelf space in their stores to display everything, so a lot of it is in the stock room. They want to sell this stuff, so they started putting it on their website. But instead of shipping it from their warehouse like they used to, they're shipping it from the nearest store that has it in stock. And they're not telling you that. They're telling their employees to lie and say it's coming from the warehouse. That's lie #1.

Now, normally this wouldn't be a big deal. But the stuff in the warehouse is new and sealed in plastic. The stuff in the store might be new, or it might be "open stock" - something that's been on display or returned by a customer. You don't know what you're getting. And that's not cool. I've gotten stuff that looked used, or was missing pieces, or was just a crumpled mess. And when I complained, the store employees were like, "How did you know it came from our store?" Um, because the return label on the box has the store's address on it, genius.

And when I called customer service to complain, they were useless. They wouldn't give me a replacement or a full refund. They just kept saying, "There's nothing we can do." And one guy was so rude, he hung up on me. That's how they treat their customers? No wonder people hate them.

So if you're thinking of buying from PBK, be warned. They might send you a used crib sheet and then give you a partial refund when you return it. They don't care about you, they just want your money. Don't give it to them.

I recently ordered a 3-piece sectional custom sofa from Pottery Barn and waited for over 10 weeks for it to be delivered. When it finally arrived, I was disappointed to find that all three pieces of the sectional were damaged. The top corners of the sofa had no cardboard protection, which caused the fabric to tear and stains to appear.

I called customer service and spoke to a representative who transferred me to the furniture department. Tina, the second person I spoke to, informed me that the sofa was made by a third-party vendor and that I would hear back from them in 24-48 hours. However, when I asked to speak to a supervisor, I was put on hold for a lengthy period of time and eventually disconnected.

When I called back, I was transferred to Adriene, the supervisor/team lead, who gave me different options. She suggested that I could wait another 10+ weeks for a replacement or wait to see if the damaged sofa could be repaired. However, she could not give me a time period for the repair option and did not provide any Service Level Agreements (SLAs) for the service expectations.

As someone who works in service and leads a service team, I was disappointed by the lack of empathy and support from Pottery Barn's customer service team. I expected a good service experience, a quality product, and support if the product was not satisfactory, but I received none of those.

In the end, I canceled my order because I have many options and did not want to wait another 10+ weeks for a replacement or deal with the uncertainty of a repair. I would caution other buyers to beware of Pottery Barn's customer service and quality control.

I had a really bad experience with Pottery Barn Kids. I was on hold for over an hour and was transferred around multiple times. Heather Mayhall from the claims department was really rude and kept speaking over me. I asked to speak to the escalations department, but they refused to speak to me and instead asked the initial rep to circle me back to collections. They didn't take the time to understand my question or help investigate why the two orders I placed more than a month ago that were both supposed to have been shipped by now never provided any follow up to me about my orders.

The initial rep couldn't even figure it out herself. She said one gift seemed to be not in stock and the other was on hold or stuck in a queue somewhere, but she couldn't figure out why. Why isn't anyone trained to appropriately investigate and respond to customers' questions to make the process efficient for the customer? They are trained to say sorry and process a refund, but nothing else is done to remedy the situation, offer other suggestions, and they do not realize that 1) your time was wasted in both processing the order and waiting on hold and being transferred multiple times while they figure out what's going on because no one seemed to know 2) the inconvenience it causes when two of the gifts you ordered way ahead of time so there wouldn't be any delays - these gifts didn't arrive AND you were NOT notified of any of these along the way- each time the tracking check stated in progress from my end.

When I asked Heather Mayhall from Collections why I wasn't followed up with, she said it could take several weeks depending on how busy they are. I am mindblown. How can a company like this with such poor customer service get away with treating their customers as the lowest priority and providing a response such as this? I said, "So it could be two years of me waiting for follow up if you are busy?" She agreed. They care to get in orders, charge credit cards, and care zero about inconveniencing customers when they drop the ball.

I've never had such a negative customer service interaction with a store like this. Overpriced, overrated, not the service I once remember a very long time ago. Maybe the CEO can look into a new customer service department, new collections associates, and better training for all of their operators so they all know what's going on at the time of the call instead of making you wait one hour plus while they try to piece together the puzzle that no one still has done. ZERO STARS from me! DO NOT SUPPORT THIS BUSINESS.

I recently made a purchase on potterybarn.com for a bedroom set, specifically the Stratton model. I was excited to receive my order, but unfortunately, my experience with Pottery Barn's customer service has been nothing short of a nightmare. When I placed my order in April 2022, I was told that all four dressers, the bed, and the headboard were in stock and ready to be shipped. However, this turned out to be a lie, as the delivery dates were changed to "backordered" almost immediately.

Dealing with customer service has been a miserable experience. I've had to wait on hold for up to 90 minutes just to speak to someone, and when I do finally get through, I'm given conflicting information. The agents seem to tell you whatever they think you want to hear just to make a sale. They blame computer glitches for why confirmation information isn't being honored, and each call conflicts with the last. Even the supervisors, if you can get one, are no better. No one takes responsibility for straightening out your order, and they even ask what kind of review you're going to give them.

So far, I've only received two dressers, and they're of incredibly poor quality. The finishes are mismatched, and the drawers don't glide smoothly. One drawer even scrapes against the wooden frame because the rail is improperly placed. When I brought this up with the delivery guys, they just shrugged it off and said that all drawers are stiff at first. It's clear that the Pottery Barn of the past is not the same company as today.

To make matters worse, I've been charged for two more dressers that I haven't even received yet. Pottery Barn is billing me for the remaining dressers as "received," even though I haven't been given a delivery date for them. Supposedly, they're on a cross-country truck for a month, but my tracking information says they're at the hub and could come any time.

I've spent hours on the phone and through email trying to get this sorted out, but there seems to be no accountability or transparency. I'm now at the point where I'm considering disputing the charges on my Capital One partner card. I wish I had known what I was getting into before I placed this order, and I would never recommend Pottery Barn to anyone. Their business model is not just inept but fraudulent. Avoid them at all costs.

I bought two leather chairs from Pottery Barn in store and was given an estimated delivery date of 9-23 Oct on my printed receipt. The store confirmed availability before I made the purchase. However, on 24 Oct, I started calling the store as I had not received my chairs yet. I made around 8-10 calls between then and Jan 2020, as each call revealed different or conflicting information. The dates kept changing, and I was given different reasons for the delay. The furniture reps promised to call me back after "more investigation into the matter," but I never received any call, call back, or email from Pottery Barn regarding my order.

In late October, I was told that the chairs had shipped out, but I should expect a couple of weeks for them to clear customs as they were coming from overseas. I was told that I would be notified upon arrival, and I would be billed when the items were ready for home delivery. I received the bill in early Dec, but I did not receive any notice that the items were ready. I looked up online and found that both chairs had arrived, but they were not ready for delivery because they were "awaiting additional items" (even though I had only ordered two chairs). I tried calling the furniture section for several days in mid-Dec, but I could not get through after sitting on hold for half an hour or more. Finally, early this morning, I called again, and miraculously, they told me that the chairs were ready for delivery.

I think that this was all intentional due to the Christmas season. I am willing to bet that backordered merchandise probably gets pushed to the bottom of the delivery list until the more recent Christmas purchases are delivered. So they just leave it alone and purposely do not send out a notice of arrival until things calm down for them after Christmas. The chairs were probably sitting there since mid-November, waiting for me to come looking for them.

Back in Oct, I was told that they would waive my shipping charge for my trouble, but the shipping charge was applied anyway. Luckily, I demanded that in an email as proof, and they sent it to me after I insisted. I had to call about the shipping charges today. I was cut off during my first call after 15 minutes on hold while the rep reviewed the notes on the account. Then, I was quickly transferred to furniture without listening to my question on the second attempted call. Finally, I got resolution on the third call, and it took a total of 1 hour and 25 minutes. I made four total calls to Pottery Barn in one day, and I estimate that I have spent around 6 hours on hold or on the phone with them since mid-Oct.

After seeing all the sites and blogs titled "Pottery Barn Sucks," I really regret buying from them. I won't step foot in their stores again. They already charge too much for dressed up junk, but I thought, how could you go wrong with a leather chair? We'll see. Lol. I'm sure the story isn't over since I don't have the chairs in my home yet.

I gotta say, my experience with Pottery Barn Kids was a total disaster. I mean, I could write a whole book about how bad it was. My wife and I ordered everything we needed for our baby's nursery from them, and it was a pretty big order. We were told that everything would be delivered by July, but that was a total lie. They didn't bother to tell us that some of the items were on backorder until September, and we only found out because we called to check on our order. If we hadn't done that, we would have been waiting forever.

And let me tell you, the customer service was just awful. When we called to ask about our order, the people we talked to were so rude and unhelpful. They didn't seem to care at all that we were frustrated and disappointed. It was like they didn't even want our business. I mean, do they not teach these people how to be polite and helpful? It was a total joke.

Honestly, I don't think I'll ever buy anything from Pottery Barn Kids again. They clearly don't care about their customers, and their customer service is just terrible. It's like they don't even want to be in business. We'll be shopping elsewhere from now on, and I'd recommend you do the same. There are plenty of other great brands out there, like Babyletto, that actually care about their customers and want to provide a good experience. So save yourself the headache and look elsewhere.

Potterybarn Kids is a store that sells high-end products for children. We recently had an experience with their customer service that left us feeling disappointed. We had ordered a crib, a changing table, and a nightstand for our registry. Unfortunately, the crib we originally wanted was back-ordered until November, so we had to choose a different one. My wife's Aunt ordered the changing table and nightstand and paid for installation, while her mother ordered the crib.

We received the crib before the changing table and nightstand, and my wife called the furniture scheduling department to see if they could set up the crib while they were there with the other pieces. She was on hold for a long time, and eventually had to hang up. She tried again two days later and waited for over 30 minutes before hanging up again. Since the installers were scheduled to come the next day, she decided to call our local store for help. She provided our information and was told that someone would call her back, but no one ever did.

When the installers arrived, my wife asked if they could set up the crib, but they were unable to do so. She called the furniture scheduling department one last time and was able to get through after a 20-minute wait. She was told that installation is not completed for items delivered by UPS, and the next available installation time would not be until mid-September. With the baby coming soon, we decided not to wait that long.

While Potterybarn Kids may offer high-quality products, their customer service left a lot to be desired. We were disappointed with the long wait times and lack of follow-up from their representatives. This experience has influenced our decision to not shop at their store again.

I just gotta say, I bought the Kendall 4 in 1 convertible crib for my little one who's on the way. I ordered it in May and it came in June. My hubby put it together a few weeks ago and when he took it out of the box, one of the panels looked like it had been dropped. It was damaged, but we needed the crib so my hubby put it together anyway. I called customer service and they said they'd deliver a new crib and take down the damaged one. I asked three times to make sure they got it right. But now, it's been 2.5 weeks and I got an email saying the new crib was delivered to a store an hour away from me. That's not what I was told! I called customer service again and Tracy was nice, but couldn't do anything except say it would cost $200 to ship the new crib to my house. I ain't paying that when the original crib was damaged in the box!

I was told a supervisor would call me back in 30 minutes, but I never got a call. I called back two hours later and was told a supervisor would call me in 48 hours. What?! That's not cool. I work in retail and I could never tell a customer to wait two days to fix a problem. As of now, they have no solution and I'm stuck with a crib for my new baby that has a chunk taken out of the corner on the top. I paid a lot of money (not including everything else I bought there) and this service is terrible. It's completely unacceptable. I hope they can fix this soon.

I recently purchased a mid century modern 4 in 1 crib from Pottery Barn Kids on February 27th, 2020. Unfortunately, I was informed that the crib was backordered and wouldn't be delivered until mid to late May. Although it was disappointing, I understood that my baby wouldn't be sleeping in it until he was a few months old. However, all the other coordinating pieces I ordered with it have been sitting in a warehouse in Dallas since April waiting for the crib to catch up. I kept receiving calls wanting to deliver, but I didn't have the crib yet.

It's now the middle of July, and I still haven't received my crib. I've been following up with customer service every week to two weeks since the beginning of June, but every time I call, the estimated delivery date is postponed another two weeks to a month. I was told last week (7/14) that it's still in New Jersey in a warehouse in route to the Dallas delivery hub, and the estimated delivery date is the week of 7/20. However, when I called today, the estimated delivery has been moved to the middle of August. The only excuse I've been given is COVID-19. If that's a valid excuse, why have all the other pieces been sitting in a delivery warehouse since April?

I understand that COVID-19 has caused delays, but if Pottery Barn Kids can't deliver, they should remain closed. They have my money, and I have no furniture. At this point, I'd be happy with Target. It's frustrating that there's no place on their website to provide customer feedback. If there was, I'm pretty sure customer service would get a ZERO!

I went to Pottery Barn Kids store last September to order a glider for our nursery. We were concerned about the delivery times due to Covid, so we wanted to get a clear idea of when we could expect it. The employee and manager assured us that it would take a maximum of 3 months from the order date to in-home delivery. So we decided to purchase it.

After waiting for 2 months, I decided to call and get an update on the glider. To my surprise, it was "temporarily lost" and they placed a "track and trace" on the order. They told me to call back in 48 hours for an update. This began a frustrating journey of many phone calls to customer service representatives. Each time I called, I got a different story, but they all assured me that the piece was in transit and would arrive within the quoted delivery window. However, the delivery window kept moving farther and farther into the future.

After 5 months and 3 months "in transit," I broke down crying to a representative on the phone. It was the only thing we had ordered for our nursery, and we needed it for our baby's due date in 2 weeks. I just wanted an honest answer about whether we could count on it or if we should try to get something else in time. However, they made it impossible to cancel the order, placing me on long holds and transferring me to dead-end lines.

I am shocked and disgusted by the lack of respect and regard that this big brand has for its customers. We will never buy anything from the Pottery Barn family of brands again. I hope this review inspires potential PB shoppers to instead buy from other brands that care about their customers and deserve their business.

I gotta say, I had a pretty rough experience with Pottery Barn Kids. I ordered a crib, rocker, and ottoman for my sister who was expecting in April. I got an email to confirm the order and was told the crib would be delivered in March and the rocker on 4/20. But when my sister followed up in March, she was told the crib was ready to ship and they were waiting for us to schedule delivery. I didn't get any notifications about this, which was pretty frustrating.

Finally, the crib was delivered last Friday, but when my sister called about the rocker, she was told it wouldn't be delivered until June. Again, no communication from Pottery Barn. When she asked to speak to a supervisor, she was put on hold for almost an hour and then got someone who said they were a "Member of Leadership." I have no idea what that means, but they couldn't offer any information about the company.

We tried to cancel the order for the chair and ottoman, but they couldn't give us any confirmation of that. And when my sister asked how to file a formal complaint, customer service didn't know what to tell her.

Honestly, I'm pretty disappointed. Pottery Barn Kids is supposed to be a fancy store with a good reputation, but they really dropped the ball here. I don't think I'll be shopping there again, and I'll definitely be telling my friends and family about our experience. If you can't deliver a product in a reasonable amount of time, you shouldn't be advertising it. And customer service should be a top priority for any store, especially one like Pottery Barn.

I recently made a purchase on Pottery Barn Kids website for a bed for my toddler. It was her first "big girl" bed and I was excited to surprise her with it. However, the item was backordered until mid-May, which was a bummer, but I was willing to wait because I really liked it. In early May, I checked the order status on the website and to my surprise, the delivery date had been pushed back a month till mid-June. No one had bothered to notify me of the delay, which was frustrating, but I decided to wait it out since I had already waited this long.

Today was the delivery date and we had already gotten rid of her old toddler bed to make space for it. The assembly guys started putting it together and then told me there was a leg missing and half the screws were stripped, so they couldn't finish. I immediately called Pottery Barn Kids and spoke to a lady who told me "someone will be in touch in 24 hours to get photos, and then we'll go from there." I told her I couldn't just have pieces of a bed lying around my kid's room and asked to speak to a manager. The supervisor finally came on the line and told me to refuse delivery and she'll reorder another bed for me. I was seriously angry at this point, but I was relieved that they were going to fix the issue.

However, my relief was short-lived when the supervisor told me that they were no longer making this style of bed, so the only thing they could do was give me a refund and a 30% coupon for a future order. I was disappointed and frustrated with the whole situation. Firstly, if I had listened to the original representative, I would've had bed pieces lying around for who knows how long while Pottery Barn figured out they didn't have the spare parts and scheduled to have someone come back and pick them up. Secondly, how does a bed get shipped with parts missing and others damaged? Is there no quality control at this place? And lastly, how does a furniture company not have spare parts on hand for when things like this happen? Or for when there's damage down the line? Do their products just become obsolete? This was not a cheap bed!

I was so disappointed with the whole experience that I decided to write a review about it. I noticed that Pottery Barn Kids never publishes any reviews for their products, and now I know why. I don't think I'll be making any future purchases from them, even with the 30% off coupon they offered me.

I recently had a terrible experience with Pottery Barn Kids. I ordered a nursery rocker for my nephew and was given an estimated arrival date. However, that date kept getting delayed and I had to call customer service three times to get an update. The first time I called, the representative assured me that there were upcoming shipments of the product coming at the end of the week and that I would be next to receive the order since I had ordered so long ago. But the second time I called, my order had been further delayed and the representative was confused and told me to call back in two days for an investigation.

When I logged into my account to view my order, I found out that it had been canceled without my consent and without any notification from Pottery Barn Kids. I called again to find out what happened and spoke to a representative and a supervisor, but neither of them could offer a solution. They both gave me different excuses - one said it was because the item I originally purchased was now on back-order, while the other said it was because it wasn't a "pottery barn" original and that it was not their fault.

I asked if they could price match a similar item from the same vendor, but they only offered me 10% off, which was not enough since the original product I ordered was 30% off. I had to pay $100 more for their mistake. I felt like they were lying to me and gaslighting me when I called with my concerns.

I am extremely disappointed with Pottery Barn Kids and will not be a customer again. I have already placed an order with a competitor who has guaranteed two-day shipping. It's a shame that I wasted so much time with Pottery Barn Kids and had such a terrible experience.

I recently made an order on Pottery Barn Kids website for my son and his wife's first baby. The order was placed on September 6th, 2020, and the baby was due in January 2021. However, it's now February 10th, 2021, and the order is still incomplete. I am extremely disappointed with the service I have received from Pottery Barn Kids.

The website falsely advertised that the inventory would ship in 4 weeks or so, but in reality, they have not been able to get any inventory from their vendor. I have called them 30 times to check on the crib, and every time I was promised that the inventory would arrive in a few more days. However, it never happened. It's frustrating to plan a nursery set-up based on false promises.

I was advised by an employee in early January to give up on the first crib we wanted and order my daughter-in-law's 2nd choice. We were promised that the crib was in stock, and it would ship in 2 weeks. However, it's been 5 weeks now, and we still haven't received the crib. Yesterday, I was told that they actually have no inventory on the crib, and they hope to get some in "this Friday". I have been promised inventory arrival at least a dozen times, but it never happens.

Moreover, no one from the company has shown any compassion or offered help. I was promised a $150 rewards card in December for our continued trouble, but it never came. The whole situation has broken my heart and caused much stress over something that should have been a big blessing to a young family preparing for their first baby.

I have been a loyal customer of Pottery Barn, PBK, and PBTeen for decades, but they have changed. They don't seem to care at all. If I don't contact them, I don't hear from them. It's sad to say, but I would not recommend ordering from this company. It's highly likely that you will have a new baby and no furniture for the nursery.

I've always thought highly of Pottery Barn Kids and have bought things from them before, but not recently. I don't think I'll be buying from them again. The only good thing about this whole experience was the customer service reps I talked to were really nice and did their best to help me out. But my order is still in limbo and most stores would have already shipped the item I ordered by now!

I got an error message when I tried to place an order over the weekend, so I thought it didn't go through and I'd just try again on a weekday. But then I noticed the charge for the order pending in my bank account. I called customer service and they couldn't find any record of the order, so they told me to wait a few days and the charge should just disappear. But it didn't, and a few days later I got another email saying my order was going to be processed and I'd get confirmation on it. I called again and the representative couldn't find my order number.

They gave me a number for order processing and said they might be able to find it. At this point, I'd had more trouble than I ever had ordering something online and just wanted to cancel the order. I talked to someone in order processing who was surprisingly rude and useless. I explained the situation and said I just wanted to cancel this ghost order that nobody else could seem to find, but that I definitely got an email about. They told me, "Well, it's not in the system, so it should just cancel eventually." Meanwhile, there was still a purchase charged to my card.

I've never had this much trouble ordering something online in my life, and I wish I had read reviews before placing an order.

UPDATE: A social media lead contacted me and was helpful. They informed me that because of the card I used, it might take longer for the charge to be taken off my account. It was taken off two days later, so this whole ordeal lasted a week. Still unacceptable in my opinion. If I hadn't made this review, I wouldn't have been contacted by someone more informative and would have been in limbo until the charge cleared. If I had still wanted the order, it would have possibly taken a week until I found out the order was never processed. I don't plan on even attempting to shop online here again.

Placed an order February 3. Delivery date kept changing. Eventually it was to set to be delivered 5/17. On 5/16 I was called and told item was damaged and would have to be reordered and delivery would be August. I said to cancel the order. I was told I would receive a refund in 3-5 business days. I called multiple times over the next month and was repeatedly told the same thing. I requested a supervisor and was told I was in the queue for a supervisor, then the call disconnected. I called again and was told I would receive a refund in 3-5 days. I received a merchandise credit in the mail the next week. I called again, as I was due a refund, not a merchandise credit. I was told a supervisor would be notified of my request and desire for a call back. I am still waiting.

We ordered a full set of furniture for our daughter's bedroom, and experienced delays with zero notification. When we tried to contact customer support, they were zero help, seemed to have no idea when or where our order was and when we could expect it. I finally called customer support (instead of communicating online), got the same runaround and said I'd have to cancel my order if I couldn't speak to a supervisor.

Then the customer service rep hung up on me. Completely unacceptable. I called back to cancel our order in full.

I placed my order in 3/8/23 and the original delivery date was 3/14-3/17. The following week, it changed to 3/21-3/24. The following week it changed to 3/28-3/31. The following week, it changed to 4/4-4/7. And it changed again the following week and now it shows delivery is 4/25-4/28. I’ve called and every rep says the same thing ‘You will receive it next week’ but obviously they are lying.

I ordered some pillows and pillow inserts that I sent to my daughter in LA. some worked and some didn't. On February 26, 2023 she went to the Santa Monica Pottery Barn and returned 2 Faye Textured Linen Pillows - Order #[protected] for $129.20 and 2 pillow inserts - Order #[protected] for $42.71. They were purchased on my debit card. After 5 days I did not have the money back in my account and called Pottery Barn customer service 15 times to date (each call took an hour)! I was told on March 25, 2023 that they would cut 2 checks and send them to me. As of today, April 12, 2023 I have not received them. Enough is enough! All the representatives I spoke with were friendly but they needed to speak to a supervisor who was never available.

I'm out of my mind upset about this! Please refund me immediately. THANK YOU! Nancy Sutherland [protected]@aol.com

Ordered a loft bed back in August 2x, 2022. We received an email from them in November stating that our order was cancelled. We called, told us we would be compensated after the bed was delivered. We had a delivery in February, that delivery was damaged and had wrong parts. They had to order the right parts and redeliver. They showed up again yesterday AGAIN WITH A DAMAGED loft bed. The delivery guys took photos of the bed and said customer service would call in less than 5 min and said they would replace the damaged parts. They called us, they said that the delivery guy shouldn’t of told us that because that is not true, they would need to review and see if we qualify for new parts. I told them to remove it and they told me they were late to their 2nd delivery and would have to come back to get it. They did not come back. The customer service we spoke to primarily was rude to us and not helpful. I have since called 4 times and I can not get ANYONE in leadership to talk to me. At this point I am disputing charges on credit card because the company refuses to correct this.

Hi, I really need some help. My order number is [protected] and it was placed on December 5, 2022. I have been re-scheduled for delivery three times (cancelled the night before on each), then finally got a delivery scheduled twice (two separate times) and have had them try to deliver each time with only half of a desk. Thats right, half a desk...they asked if I would mind if they left half a desk at our house and they can come back at a later date TBD. I have tried calling numerous times and get a difference answer each time. For expense furniture the process has been a nightmare. I have taken off work two different days to be home for delivery and have spent countless hours on the phone trying to get answers.