“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.”
“I purchased a backpack, and it tore within 3 months. This backpack only housed a folder and lunch box for a 2nd grader. DO NOT WASTE YOUR MONEY AND BUY THEIR CHEAP RECYCLED backpacks. The will give me store credit but I do not plan on shopping here again. I understand if the gaping hole in the top of the bag were several months in but this happened in less than 3 months.”
“Pottery Barn Teen is essentially selling products that are faulty and then making the return/refund process so difficult and lengthy, that you give up.
In one instance, I was offered a replacement item, selected the one I wanted, and even received a confirmation email and then they refunded me (for 1/3 of the original purchase price) later that same day claiming it was no longer available. That item can still be purchased on their website today, 6 weeks later. When I called to get my full refund, they told me too much time had passed, that now it was considered regular wear and tear. I spent 90 minutes on the phone fighting for my money back, after being told I could no longer have a replacement item. I can't even describe my disappointment in the company.”
“Still waiting. They have products that look great but then try and charge a quarter of the price just for shipping. Worst part is the shipping is pretty much the worst choice in the industry. LTL for a sheet set?????? Unbelievable. If I had paid for this I'd be livid.”
“Really cute backpacks and lunch boxes, but they are deeply flawed. Every year I buy a new lunch box because the arm strap rips off before Thanksgiving. The backpack's water pouches rip easily, as in the mesh tears away from the elastic, rendering them useless. The zippers are unbelievably stiff, making it hard to get to needed items quickly. It's outrageous that PB does not have reviews on it's site, and now I am realizing why. They won't be getting my money this year.”
“Pay good money for product that appears to be a “second” quality item. Seam in the middle of the ruffles on their organic washed cotton ruffle sheet set. So tacky and very disappointing.”
“Pottery Barn teen’s iridescent backpack ($83 at time of purchase) ripped (shoulder strap completely ripped off) within a few weeks of my first-grader’s use. I would never recommend purchasing a PB backpack. When I called customer service, at first the woman I spoke with told me she could give me a store credit only. She then spoke with her manager and told me she could give me nothing at all since it was outside the 30-day window. I found this to be outrageous and will not be purchasing from them again in future.”
