“I would have given Pottery Barn negative starts if I could. Pottery Barn stole my money and didn't send me the furniture I had ordered!
I have been shopping at Pottery Barn for a very long time, got most of our furniture pieces from them. But until this day, I had never seen such a horrific customer (dis)service!
I ordered a sectional sofa+bumper 4 months ago, which was just made and delivered, except the sofa piece was missing! I basically only got a useless bumper part. I called them multiple times and spent hours on the phone with them. The agents were mostly nice and understood I was missing a component, but they needed approval from leadership to do something about it and their leadership were all terrible people. They gaslighted me that it was my fault and I had only ordered the bumper part! Even though it's impossible for you to just go on the website and deliberately only order a bumper!
My order confirmation and the image in it all indicated I had ordered the entire sectional, yet they didn't accept any returns because they said it was "made to order", any partial refunds for the missing piece, or even offering to send me the sofa part! In fact I couldn't even order the sofa part even if I wanted to (re)pay myself because they don't have the matching fabric anymore.
Anyways I was almost convinced I messed up in ordering this thing until I went to the store today to order a whole new sectional and saw that the designer is ordering the same exact thing for me! Even the price point indicated what I had paid for was the entire sectional and not just the bumper part! The designer of course agreed and called customer service yet again, but of course she kept repeating, like a robot, the same meaningless sentence that "what you purchased is what you received" without bothering to think about why the price I paid for that bumper (on sale) was much higher than the price I was seeing for the same bumper on the designer's screen and close to the price of the entire bumper+sofa on that damn screen! I couldn't do anything of course, except to get out and make sure I never shop at Pottery Barn again.
So long story short, they stole my money because the 2000$ I had paid was supposed to be for a sectional not just this useless bumper piece. And worse than that, they are very dishonest and don't even accept it was their fault, let a lone accepting a return or partial refund or any sort of trying to fix their mess up.”
“I can hardly begin to express my disgust with this order. It has been promised. It has been delayed. It has been in stock. It has been out of stock. It has been on its way. It has been in a warehouse. It is not in a warehouse. It has been promised to arrive almost every day since December 4th. Most days they can't tell me where it. I can call twice in 1 day and be told one time it's out for delivery and another time it's in a warehouse in Kansas. I now have to face the fact that my grandson will not have a present to open on Christmas Eve.
I will never order from this company again.”
“Worst customer service I have ever had. They didn’t even bother to respond to emails only answered a phone call. Not able to
Answer questions my order is taking a month to arrive here. Will never shop here again.”
“Terrible customer service! I just purchased Star Trek PJs that were too small. There was nothing on the site or order confirmation that indicated it was a final sale or I would not have purchased it. They refused to accept a return.”
“I received a pottery barn teen backpack for my daughter. Within one week of school, the bottom seem unraveled and there was a large hole in the bottom. My daughter had a folder in here backpack and that is all. When I called to have a new one sent . They said it was no longer available . They offered a 10 percent of what I paid in a gift card to their store. I paid $60 for the back pack and had to go to get it sewn to fix their error . My daughter who was super excited for her backpack was devastated that they didn’t have a new one to send . Which happens, but potterbarn should have offered to pay to have it fixed or reimbursed for a defective item. They offered no solution but to give a gift card for their store. Horrible customer service.”
“I placed an order for a new bed, the Avalon for my daughter. The estimated delivery date was 10 days. Upon delivery within the 10 day window, the delivery company brought only the bed slats but not the headboard. The delivery company called Pottery Barn and advised that the headboard would be delivered the following week. I allowed them to leave the multiple large boxes of bedding parts in my daughter's room till the delivery of the headboard the following week. Long story short, the head board delivery never arrived! I have been waiting since July 16th, today is Sept 14th and no headboard! The delivery had been postponed at least 5 times! They cannot even tell me with any certainty when it will arrive. At this point, I called them and asked them to pick up the huge boxes with bed parts they left in my home, which take up so much needed space. They weren't even apologetic. Seriously, they didn't even care! I expected so much more from a company that claims to sell top notch furnishings. I will not purchase any of their products going forward.”
“I purchased the PB Teen Gear-Up Navy Solid Recycled Backpack (Item# 2883610) for my HS son last year, 8/2022. His previous PB kids backpack had lasted 6+ years and in fact we still have it! However, the quality of the new backpack is not the same as the older models or it is possible that the PB Teen backpacks are just not as well made as the PB kids backpacks. The canvas material on the shoulder strap has begun to unravel. I noticed this at the end of the school year when the backpack was less than a year old. (I have pictures, but this site is not allowing me to upload them.) I purchased the backpack last year with no discounts or coupons confident in my purchase based on my previous experience with PB backpacks. My two daughters also have PB kids backpacks that have lasted multiple years. I wrote PB today to request a new backpack due to the defect on the canvas fabric on the shoulder strap. They responded quickly in the Live Chat (less than 15 min). I was informed that the best they could do was provide a 15% discount based on how long ago the order was placed. I have decided at this point it will be less expensive to take the backpack to a tailor for repair. I will hang on to my daughters older PB kids backpacks for as long as we can, but will look for a new manufacturer for their next backpack, when needed. It’s disappointing that the quality of this product has declined. They did have a great product and I have previously highly recommended them and even sent them as gifts! It is unfortunate that I can no longer do this.”
“Buyer Beware of PB Teen Customer Service. They will not replace damaged goods once they offer you $5.00 off. I received a damaged lunchbox and all they offered to do was offer a return of $5.00. Not knowing or thinking about these packages being insured I did not object. Once I called Customer Service back to question this, they said there was nothing they could do that the order was finalized by the $5.00 amount. So, I have to pay for a permanently damaged item full price with no offer of replacement. This is unethical behavior on the part of Pottery Barn Teen towards their customers.”
“Likewise delayed delivery for a large recent order. Delivery being stretched more than 3 times over, with customer service quoting supply chain issues. Delivery tracking being disabled on the product confirmation. However orders for the same items being accepted online with almost current date - happening week upon week. Wondering if the company is engaging in collecting customer orders and cash without there being a realistic ability to deliver?”
“We had unexplained delays, zero communication and extremely rude customer service. We just ended up having to cancel a large order rather than wait for weeks on end and be hung up on by "customer support."
For the amount that PBTeen charges, you should realistically be able to expect customer service and order information. We got neither, so they didn't get our money.”
“I was trying to buy a sectional couch. After a pretty strange experience on their website (products wouldn't show out of stock until you try to order it!), we finally found one that was in stock. We pay for it, it is ordered, and there is a delay in shipping (twice). We finally get it and are excited. It's a sectional, but instead of the end-piece, they deliver a WOODEN CHAIR in place of it. The delivery guys are very apologetic and say "this happens more often than you think". The customer service people are really horrible (no apology, and are insinuating we aren't telling the truth, even though their delivery people are still at our house validating what happened). Anyways, they tell us that there is nothing they can do as they don't make the couch anymore (gee, I guess we go the last one. Or 3/4ths of the last one). So we order a different couch. THe delivery day comes and goes. We call, and they indicate a week delay. We call a week later, and they now say it's month delay. A month goes by and we call again today. They say "sir, it clearly states on the website it's not available yet". I ask what am I supposed to do if they just keep delaying the order. They tell me to cancel the order. I tell them I still want the product, but I want to know if they can find out from the manufacturer more information on the delay. Again, he tells me to cancel the order if I don't like the process. I felt like I was talking to a grumpy 16 year-old kid with an attitude problem. I absolutely despise this company and hope their stock price continues to fall.”
“Does anyone actually ever get furniture delivered from PBT? Ordered 10 weeks ago with a delivery estimate between2/4 & 2/18….finally 3/25 was delivery day - the furniture was delivered with no hardware so they wanted to leave it all for an unspecified amount of time until they could get all the hardware (only some of which is in stock so they have no idea how long that will be)…and the pre-delivery instructions say to have the room cleared so the old bed is gone!! The white glove service is a joke - it’s a delivery service with no particular expertise in assembling PB furniture. Oh and call back next week to request a refund because they can’t do it until the delivery service confirms they removed the pieces….not sure how long that would take since the “white glove” delivery service dispatcher said it takes 2 days to get a response to an email from the warehouse to see if the missing hardware was there.”
“If not for the popularity of the label, I would think the company was a scammer. The experience of online ordering is much the same. I made my online order, could not access any tracking from the email confirmation page. I went online, logged in and could not even find evidence of my order. My confirmation page had provided a delivery date, but the delivery didn't happen. I looked for an email notification about the delayed delivery but had none. Still could not get any tracking. I called and got the run around and finally was told it was going to be delivered 5 days later, on a day I couldn't be home to receive it. I tried to schedule a different delivery date and got the run around again. In total, this took 5 phone calls. On the fourth phone call, I cancelled my order. But there was no email confirmation or evidence that the order had been cancelled, so then I had to make the fifth phone call to confirm. I don't recommend, unless you enjoy having your orders go into a big, black hole.”
“Bought a comforter from them and after 2 washes the filling just crumpled inside into clustered lumps, reached out to customer service no reply. I just had to throw it.
Have you ever wondered why they don't allow product reviews in their website?
So, think before you purchase.”
“To say that I'm dissapointed with PBT would be a total understament! Placed an order in Aug 28th, 2022 Delivery date was first end of December than Early January (Nobody had the courtesy to notify us when delivery date kept pushing back. Today was finally de delivery of my 10 yo bed (who by the way is been sleeping on the floor for over a month now) and nobody gives me a call the day before to let me know at what time they'll be arriving... when oh surprise they have the whole bed but no headboard. They have a coffee table instead (it is not my fault) nobody cared to check, nobody cared to notify me. We are NEVER buying from Pottery Barn again or any of its branches. So much for customer service!”
“I purchased a duvet cover and received an outdoor pillow. I called twice to ask for a return label that was never sent. I am stuck with an ugly outdoor pillow I will never use.”
“Ordered an instock bedroom set on August 14th with a delivery date provided no later than September 4th. It is now September 22nd and I have been on the phone with an average hold time of 45 minutes per call since August 11th. Customer Service Representatives are unable to assist as well as the managers with this company. Their delivery warehouse managers and customer service are horrible the response for an unaswered question is we will respond via email within 5-7 business day. This has to be the poorest customer service I have received for a company ever. I still have no answers on when I will receive the instock furniture that was purchased. DO NOT ORDER ANYTHING FROM THIS COMPANY!”
“TERRIBLE
Do not order from them - customer service is rude, impatient, disrespectful, unable or unwilling to help.
Avoid ordering - delays, extremely long waits on the phone to talk to anymore ….
Premium price for poor product and junk yard lever service.”
“Quality of products has completely gone down. The no nails mirror did not stay mounted and came crashing down several days later. The pin tuck comforters are not sewn correctly so they look nothing like the picture or the one we had previously, and the chunky blanket was not sewn correctly so many loops were loose. In top of that, many items were exceedingly back-ordered with no notice provided by PB. I’m done shopping here.”
“STOP! Do not purchase with this company especially if you are a new customer. You attempt to purchase one thing but some how end up with a different thing. They will not allow an exchange. I learned later anything with 99 at the end which means it is on sale will not be able to be returned. The cover they sent was very thin. You can go to Walmart and the throw will be thicker. The quality of service and merchandise is both horrible. Stick to what you know because this company disappoint and do not try to rectify.”
