Pottery Barn
Reviews and Complaints

I am beyond frustrated.

I am trying to return furniture (3 items) from order # [protected]. I received the order on 9/6/18 and requested a return on 9/12/2018. Since that time I have spoken to at least 5 different people from the PB Furniture Team to process the return and initiate the pickup. Over and over and over again. My last call involved a supervisor who assured me that it was taken care of and that Fidelitone (the company that delivered the furniture) would be reaching out to me to schedule a return pickup within 7 business days (Oct 1). PB said they would monitor and track the return. That hasn't happened.

Today I contacted Fidelitone myself to arrange the pickup and they have indicated that they only have a return authorized for 2 of the 3 items. Another call back to PB who said Fidelitone should have two separate return authorizations. They only have one. At this point I don't really care who has what, only that I want ALL of the furniture picked up on my scheduled date of 10/4/18.

In addition, due to negligence and oversight of PB - the return not being processed accurately or in a timely manner - I have now incurred interest and a payment on my credit card; a refund can't be processed until the furniture is picked up.

I have been more than patient but I need a resolution to this immediately.
Sincerely,
Ann Marie Harris [protected]

I have encountered unacceptable customer service from a supervisor over at pottery barn. My order number is [protected].

I called 888.779.5172 and spoke with a supervisor today; her name is Graciela, and her extension is 7045051. She did not help me; instead, she told me "you do whatever you need to do to figure out what's going on with your order, " would not give me a chance to speak, raised her voice at me, spoke over me in a condescending manner, and hung up the line. Last week, I spoke with two customer service reps who told me they sent emails out to figure out what was going on with my order, and they explained that it would take about two days to get back to me. It's been over 2 days, and I have not heard any response. The email confirmation that I received after the order was placed said the item would be available for delivery between September 14-September 20. Apparently one item is in Aurora, IL and the other two are still in the warehouse in Georgia the last time I checked the tracking. Prior to speaking with Graciela, a lady told me to call the delivery service in Chicago to schedule a delivery (the number I called was 630.851.8258), but they told me that the complete order was not yet received, and they were still waiting for the other parts of the order to arrive.

The manner in which the supervisor Graciela spoke with me is unacceptable, unprofessional, and rude. An associate that cannot handle customer complaints in a professional manner for a customer related issue in which there is an error and/or delay in service/delivery should not be working in customer service and/or dealing with customers.

Sectional ordered 5/27 #[protected]
Delivery was scheduled 9/5 along with other pieces. That day was informed section would not be included. Subsequently, numerous calls made to Delivery service, Customer Care, and Store. Emails were sent and no response.
I can't get a response as to what it takes to get this sectional scheduled for delivery.
My Pottery Barn Store manager is also unsuccessful at getting information.
Extremely poor customer service. I am just asking someone that can do something to get this delivery to call me.

I bought a sectional in late May and it is mid August and still have not received it. In all fairness I was told it would be delivered by late July but we are at a point that they are unable to correctly track the pieces of my sectional. Customer service is horrible horrible horrible and love to pass the buck. I cringe everyday calling PB customer service because you literally have to hold for 30 minutes before you get to talk a real live representative. I always end up running errands while I'm hold and cant believe how much time I would've wasted if I were to sit at home and be put on hold. For the money you pay for, you'd expect at least some decent customer service. Take your business elsewhere. We ended up buying most of our furniture from Restoration Hardware and their customer service is AMAZING. They will even call you within a certain amount of said days to follow up with you, not vice versa.
Oh also, I had returned some items to PB in June and never got my refund until two months later I had to make two phone calls and have proof that I returned them. Thank god I kept my tracking number from UPS to prove it. As a consumer you really need to follow up with them and make sure you get your money back. SHADY.

Worst customer experience. Ordered A rocking chair in May to nurse my baby due any minute assuming that would be plenty of time. PB sent to warehouse near billing address (OH) instead of shipping address (CA) and won't reroute it to where I live. Have called about 30 times with empty promises. Now it is August and the chair is still in Ohio with no plan to get it to me besides "we will send another email" Supervisors promise to look into the matter and call me back but never do.

Ordered a bedroom collection on April 4th 2018 and am still waiting for delivery at the end of June. What I've learned in the process is that Pottery Barn is perhaps one of the worst customer service organizations around. I have had to he same experience as many other reviewers with countless promises broken and constantly put in the phone loop for over one hour each time trying to talk with someone! I can't tell you how frustrating this experience has been and oh yes we had to pay IN FULL to place the order which we still don't have almost 3 months later. So they want to get your money up front and then drag you along for months with no results.
Meanwhile my wif goes into the store to buy a duvet etc and they are out so we have to order it. It's an in stock item but they then charged $31 shipping for an item they didn't have in stock! Are you kidding! So I told them to cancel the order and was told they couldn't because of the way their computer system worked and it couldn't cance so we would have to call and cancel after receiving the pottery barn bill.
Just a couple of experiences with to many others to mention. Pottery Barn could care less about their customer after the sale and I would recommend some suing far away! Restoration Hardware is much better customer service and usually gets the product in reasonsble time. Pottery Barn has grown to big to fast and doesn't have the right training in their delivery and customer service. Avoid unless you can come air it with you!'

I recently purchased the Capitola Chandelier from the PB site (on 5/31/2018) at a one day special price for $239.00 for our new home. Since then I have received numerous e-mails from Pottery Barn promoting various items and offers. In fact, I saw another item I was very Interested in purchasing. Over the weekend I was finalizing my purchase decision when I saw the Capitola Chandelier on their site for $199.00. Feeling, rather mislead I called PB customer service department (on 23 June 2018) asking for a price adjustment (I had purchased it 3 weeks earlier). I was advised to return the chandelier and order another of the same item but not given the small $40.00 one-time credit I requested. Nonetheless, I drove to pottery barn to look at the item I was now considering to purchase. Much to my disappointment it was not in stock or on display in my local store. But feeling jilted the little voice in my head said don't purchase it. Acknowledging my feelings and concerns I decided not to purchase and even went to another store to find something similar. Today I open another e-mail from PB and the Capitola Chandelier that I requested a $40.00 price adjustment on just 3 days ago is now $158.99, another $40.01 less for a total difference of $80.01. Wow, how shocking, I was right to acknowledge my feelings and concerns about being mislead by their offers and pricing policy. Twice within 30days of my purchase PB advertises and pushes to my e-mail the same item at lower prices, this is disgraceful and a company with an image shouid be ashamed. Again, I am requesting a price adjustment for the Capitola. I have now have e-mailed customer service and called three times requesting a price adjustment in the amount of $80.01 as per the latest pricing delivered to my e-mail. So update...I just hung up with PB Customer Service and was told I am getting that price adjustment! My faith has been restored. Thank you to the rep that understood what customer care was all about.

I placed an order for a room full of furniture and bedding/decor. Some of it arrived as expected. Some of it was not back ordered, but was "not available for delivery" for a few weeks and the order noted that I would be "contacted to schedule delivery between June 25-27." As that date approached, I called to simply ask if I could get the delivery scheduled. I was on hold for almost an hour. Finally someone answered the phone and told me that she could not help me since the shipment was "white glove" (meaning I paid extra for in home delivery), and then she proceeded to tell me that she would have to transfer me to someone else. So I asked for a manager. She told me that she doesn't have a manager. What? What customer service agent doesn't have a manager? She told me that she has a leader, but she can't transfer calls to that person. She also said that the leader wouldn't be able to help me any more than she could. I progressively got angrier as she continued to tell me that the leader would be of no use to me. After I asked at least 10 times to talk to this leader, she finally said she would have him call me. Of course that never happened, nor will it.

So, now it's June 27 and, as expected, I have heard nothing about the furniture. I called again this morning to inquire about the order, and after waiting a short 10 minutes, someone answered. He talked with me for about two minutes, then without saying a word, placed me back in the hold queue.

I have now been on hold for another 40 minutes.

I have never been so disgusted with a company's customer service, and I expect so much more from Pottery Barn/Williams-Sonoma. This is shameful and horrible and I will never purchase furniture from any of their companies again. I will take all of my business to Restoration Hardware or Crate & Barrel, which have almost identical items with the added bonus of very good customer service.

Shame on you, Pottery Barn! Another customer lost due to your lack of customer service.

It has been over a week and I have not received a response. I called again and was told a manager would give me a call, and again I have not heard from anyone.

Sent from my iPhone

On Jun 17, 2018, at 6:25 AM, stephanie phan wrote:

To Customer Service Specialist or preferably Manager,

I have been obsessed with pottery barn, opened up a PB credit card account and spent over $6k in the past couple months. I ordered a couch on 4/23 and still have not been called to schedule the delivery. I've called twice since then and spoke with Patty who has been nice but unable to help us track our order. We bought a media elsewhere thinking we would have a couch by now and could see if all the pieces work together in our living room. We will soon be out of the return date for our media and will possibly be stuck with a media that does not work with our couch and living room. Patty offered to credit our process and shipping fee in a gift card but that would not resolve our issue of having a media that doesn't work with our couch that we were supposed to have by now. I would prefer an actual credit so that I am not forced to spend more at PB right now. I am not completely against the credit since I do have my eye on the benchwright dining table which brings me to another experience I am even more upset about.

The PB outlet just opened up this weekend in Moreno Valley, CA. So I made the 3 hour round trip drive to go to my favorite store. I was so excited to find the benchwright dining table at a price that meets our budget. I prefer in box items but decided to take the display since that was the last one. Normally display items are further discounted but that's fine, we were still willing to buy it at the current discounted price as long as it fit our SUV. We measured the table and our car space. Theoretically the table should fit but we have had experiences where a corner or piece may cause the item to not fit so before buying a non-refundable item, we wanted to make sure the item would fit. We understand all items are final sale but figured maybe an exception could be made for an item bought within 10 minutes that never left the parking lot. The manager Jackie refused to allow us the option of a refund if the item does not fit our car and also refused to allow us to try and see if the item would fit before making the purchase. Her reasoning is because all sales are final and we would have to disassemble the product (which is just unscrewing the table legs off) causing the product to be "weaker." Sure repeated assemble and disassemble may cause weakening in some wood on wood furniture but that would have to happen multiple times and even then not with metal on metal. We were asking for her to allow us to disassemble (which they would not disassemble for us), just one time because we were 100% sure we want it was long as it fits and more than likely will not have to return it- just wanted the customer service and comfort in case it didn't. She said she wanted to protect the product.

This tells me as a representative of PB, PB cares more about protecting a product then customer service?! This also tells me as a representative of PB, PB does not have enough confidence in the quality of this dining room table to last through a disassemble? She offered delivery but I am not willing to pay delivery when I am pretty sure it will fit our SUV and we just need the option to try when the table would have to be disassembled almost anyone who purchases the item.

Regarding the first experience, I understand things happen and have faith that PB will find a satisfactory resolution compensating for loss in value for the media while I wait for you to track down a product I've paid for. I have probably been at multiple PB locations, utilized your design serviced and encountered at least 7 PB associates, 30 interactions or so in the last 2 months. Each time has been excellent customer service making me more confident in making so many expensive purchases. I am willing to pay more for quality in product and because I know I will receive such elite level of customer service- until my interaction with Jackie at the outlet. Does the outlet mean we are supposed to expect lower level of customer service from PB? I do not want to have to make another 3 hour trip to pick up the benchwright that is possibly now bought by another customer and I can't go to another store or buy online for the price that I saw it for at the outlet. Is there anyway someone else at PB can help us with our situation and find a satisfactory resolution? Please feel free to call me, I tried calling too and the representative told me a supervisor would call me back.

A couple of our umbrella frame ribs broke when the wind took it over the drop off on our deck. We would like to replace the frame but have been told you don't carry them. I have looked all over for alternatives but have not found one that would work. It seems like a waste to throw the canvas in a land fill and would like to just purchase the pottery barn frame. Could I contact your manufacturing plant?
Thank you for your help, Carol Mitzelfeldt

Ordered a sofa and chair at the end of Feb with a 3 month time-line. Of course I did not receive a call to schedule shipping but anyway got them scheduled to be delivered on June 14th. When I did, they did not include the chair in the delivery order and it is sitting in a Houston warehouse. Received confirmation for the sofa delivery and called them over and over again yesterday, my sofas never came :( I reached out to my local store for help. The absolute last time we buy anything in store or online.

Hello.

I have been trying to order the parquet reclaimed wood round coffee table since April 22, 2018. I went into the store at Ridgedale mall to see if they had any of the tables in store to purchase. They, unfortunately, did not have the table I wanted in store so they gladly helped me order in the store. A few weeks went by and my husband went to pick up the table at the Minnetonka store. When he got home I noticed it was the wrong shape table. I received the rectangle table instead of the round table. I called the store immediately and they said they would reorder the correct table. Another few weeks went by and I never heard anything about my order. I called the store again. This time they told me they accidentally sold the table I had ordered. Again, they said they would reorder the correct table and would have it delivered this time. Another few weeks went by and they delivered my table. Once again, it was the wrong table. This time I received the correct shape table, but the style was wrong. I instead received and was charged for the Griffin round coffee table. They have since picked up that wrong table but I haven't seen a credit on my Pottery Barn credit card. At this point all I want is my account to be credited back in the amount of $760.03 (amount + tax) on the wrong table (Griffin Round Coffee Table). I am attaching the documents of the table the delivery company picked up on May 30, 2018.

The associate number on the original order is: 197006
We've been working with John at the Minnetonka store. He's been a little more helpful. However, I still haven't received a phone call back to clear up this issue, which is to credit my account back for the Griffin table.

Thank you.

Using the phone number supplied by pottery barn, I contacted a Pottery Barn agent with whom I arranged a date and a delivery window, from 1:00 to 8:00 to have an ottoman I purchased delivered. The ottoman never arrived, and when I called to inquire, I was left on the phone a full forty minutes waiting for an agent. When someone finally picked up, I arranged the delivery date, and the agent said that my original delivery date had never been recorded. I asked to speak to a supervisor to complain about the unacceptable service. After fifteen minutes waiting, I hung up. This makes me feel that pottery barn has no respect for its customers after a purchase is made.

On March 13, 2018 I ordered the Banks Buffet. I was first told it would be delivered by April 6. This was then changed to state it would be delivered between April 18 and May 2. Having not heard from anyone, on May 1 I called to get my delivery date. I have called nearly every day since and I still do not have a delivery date. I have talked to numerous customer service representatives and schedulers who cannot help me. One customer service representative told me my Buffet has been at the warehouse near me for nearly a month. They are having issues with that warehouse which is not my problem. Full payment to my credit card for this order cleared my bank April 5. I don't understand why my buffet cannot be delivered to me. I have talked to so many people and I am at a loss at what I can do next. No one seems to be able to help me.

We ordered a bed on February 18, 2018 through the Edmonton Pottery Barn store. It was delivered to our home on April 24, 2018 and was to be set up by the trucking company who delivered it. Unfortunately the bed came with only 6 screws for the head board but nothing for the rest of the bed. I immediately called Pottery Barn in Edmonton AB. They assured me they would order the hardware but it could take up to two weeks to come in the mail (Which I find ridiculous) Never the less I agreed and we waited. Mean while all the pieces of the bed are scattered through out the bed room. I had received nothing for almost two weeks so I called the store on May 7th. They assured me it was sent but could not provide a tracking number. Still nothing on the May 10th. Mean while I had spoken to 2-3 different managers at the Edmonton location that would promise to get some info and call me back but never did. Finally I received a package on May 10th in the evening from Purolator. It was the same 6 screws we already had for the head board! Still nothing to put the actual bed together. I called the Edmonton Pottery Barn again and was promised a call back-nothing. Called again May 13, the manger I spoke with said we should have received the package as she finally got the tracking number. I explained to her that we only received 6 screws which we already had, which is not enough to put together the entire bed. Again we were told they would get back to us. I am absolutely fed up! I feel like returning the bed and asking for my money back but that's not going to make up for the fact we have been sleeping on the floor for over a month! I think its ridiculous that parts cant get shipped quicker than 2 weeks. Can you please provide me with some assistance with this matter.

I ordered a sofa from PB last July with an advertised 2-4 week delivery. I am approaching the 1 year mark with no sofa and 100s of calls and emails. I just want the sofa! Order has been lost, cancelled, delayed, reordered. I last dealt with Maria Delores Guzman at 8558698500x7044203. She gave me a new order. It is not listed on the website so I cannot get updates .20 minute wait times on service line, then disconnected. Delivery date 4/19/18 has passed
New order [protected]

I ordered a California King Chesterfield Bed on 12/05/2017. I was called and promised a delivery on 01/08/3018 with another item that we purchased. The order was delayed until February. Upon arrival the furniture team noticed that it was the wrong size, so I declined the piece! All that wait and no bed! The furniture team promised that I would get a call the next day with new details for receiving this piece. I never got a call or any clear explanation of what will happen for over a month! I had to make multiple phone calls and become an angry customer to get anything processed. We moved into a new house in November and have purchased many pieces of furniture etc. from Pottery Barn since then. The lack of care for your loyal customers is appalling!
Our master bedroom has many windows and their is a need for a headboard. I was aware in December when I placed the order that I would have a cesarean section the first week of April. Plenty of time I thought... well I just finished my second week of bed rest. How inconvenient, unfortunate and uncomfortable! The new date that was given to me for completion of the bed is May 09... that's 155 days after my order was placed (5 times the wait)! I asked if someone could contact the manufacturer and get it expedited faster- no reply, no reply! I have been promised free shipping, but I think there should be more compensation and an apology for this terribly mishandled transaction!

So far this is the worst experience when buying furniture and good luck to all of you if you need your items to be delivered. Pottery Barn has the worst customer service that I have experienced (this is no exaggeration). Pottery Barn has hundreds of horrible complaints.
I ordered a bed for my daughter on January 16th. If I just had the chance to read all these complaints I would have never went to the store. I have made multiple calls and waited for more than 30 minutes each time. Finally, after almost two months I had the "Honor" to talk to a "Customer Care Leadership" (I can go hours elaborating on the meaning of this title for Pottery Barn). The Customer Care Leadership told me that she we take care of anything five days ago. You guessed it right, I have not heard from them since. Now let's make the math, today is April 3rd, I have not heard of any update from them, and calling them is as useless as that Customer Care Leadership title. I think it is time for a refund. Please Pottery Barn Customer Care Leadership do not answer this post with a "Very Sincere" apology, just stop doing this to your new clients, the old ones will never comeback.

Not that I expect to hear from anyone.

On 3/16/2018 I placed an order with Pottery Barn Kids off of a young couples baby registry shower registry. My wife, taught this young service man in the 1st grade. He and his wife are coming to Dallas this weekend for a baby shower and returning home. My wife has cancer. This is a big deal for her and something she has been looking forward. Now, this experience is likely to become a major embarrassment for us!

I was not given accurate information on the shipping portion of my order. I clearly stated several times that I must have the order delivered by 3/23/2018. The person who booked my order directed me to the standard shipping and ensured me the order would arrive by 3/21/2018.

I place my order after her repeated assurances of delivery.
Order Number: [protected]
Order Date: March 16, 2018

Well, the order did not arrive on 3/21 nor 3/22. When I did a 'tracking of the order', I found out that the merchandise was picked up by UPS on 3/21/2018. There was some type of arrangement where UPS picks up the order then hands it off to the USPS for delivery. None of this was every explained at the time of the purchase. I would have been glad to pay extra to ensure a proper arrival.

I had to spend nearly 2 hours with UPS and 3 levels of management escalation to locate my shipment. After having been told there was nothing that could be done, the 3rd level escalation stated for a fee possibly they might be able to do something about expediting my order.

I called Pottery Barn Kids customer service. I requested a supervisor when the representative answered the phone. She mentioned that it would be at least 15 minutes or longer awaiting the supervisor. It turns out, this was a tactic by the supervisor to discourage a call request. His name is Dominique and he works at the call center in Las Vegas. He would not ever speak to me directly but instructed the customer service representative to offer me $10 as a refund against the purchase. Again, he did not have the decency to speak to me directly. after several minutes of discussion with the customer service representative, it was obvious that Dominique had no intention of speaking to me a customer who by making purchases pays that person's salary.
Well I object. Dominique is a terrible representative of your firm! I am considering express my dissatisfaction on social media of the terrible example of customer service the Williams Sonoma, Pottery Barn & Pottery Barn Kids displayed. The lack of just common courtesy and decency exhibited by this person Dominique is unacceptable. Maybe, I might find others who have had similar responses by your company and in particular by this individual.

This is just a terrible experience and I will certainly be apprehensive in making any further purchases from your group (Williams Sonoma, Pottery Barn or Pottery Barn Kids, etc.) of stores in the future.

The customer service representative did all she could and I did accept the $10 rebate.

I am very disappointed in your service! More importantly, I am very disappointed in the lack of decency your management demonstrates!

Thank you for allowing me to register this complaint.

Walt Matheny
[protected]@airmail.net
[protected]

I went to store #441 to exchange a gift with the gift receipt I was given and wasn't even able to finish saying why I was there, when the store manager, Ronni, rudely interrupted me and said he wouldn't process the return without proof of purchase. After I provided him the gift receipt, he went into the back to "make a call" and returned saying he still wouldn't process the return and I had to go to the store it was purchased from because it was recently purchased. He also informed me that his district manager, Elisa M, wouldn't do anything about it and I was free to call her if I wanted to waste my time. I am certain that if my skin color was lighter or I was dressed the same another customer that was able to return something without a receipt, that I wouldn't have had an issue.