“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.”
“I received a notification that my order would be delivered 20 days after initial delivery day (on Thanksgiving eve). I told the customer service agent I will not be home to receive it, that there has been a string of package robberies (I've gotten two stolen) and that leaving a piece of expensive furniture outside for 5 days will almost certainly result in it getting stolen. They would do nothing to hold or cancel my order. I guess I'll have to wait and see if I'm out $500 - worst customer service I've ever seen.”
“I placed an order from the PBT website and received a confirmation of my order with a window of when my order would most likely be delivered by UPS. A week and half later after the expected delivery I received an email saying my order was CANCELED since the item was now out of stock. WHAT???!!!! Why would any company sell products that they are not able to then fulfill???!!! I did get a refund however I was very disappointed since I was expecting this item. I called to see if they would substitute the item with another that was in stock and they REFUSED. Awful!!!! I will never buy from PBT or any of their other sister stores. I have been disappointed more than once. Be weary of their practices in fulfilling orders.”
“I placed an order from the PBT website and received a confirmation of my order with a window of when my order would most likely be delivered by UPS. A week and half later after the expected delivery I received an email saying my order was CANCELED since the item was now out of stock. WHAT???!!!! Why would any company sell products that they are not able to then fulfill???!!! I did get a refund however I was very disappointed since I was expecting this item. I called to see if they would substitute the item with another that was in stock and they REFUSED. Awful!!!! I will never buy from PBT or any of their other sister stores. I have been disappointed more than once. Be weary of their practices in fulfilling orders.”
“An awful ordering and customer service experience. We ordered a storage headboard/bed and large dresser for my son on 12/30 and it was advertised as available to deliver between 1/4 and 1/18. After 1/18 passed and we heard NOTHING, we contacted PBteen CS and were told that there was "a problem with the order" and they had to "reprocess" it. We got a delivery notification 5 days later and set it up for 1/25. The delivery team shows up with literally ONE BOX that measured no more than 60" x 32" x 14" - and NOTHING ELSE. Needless to say, it wasn't the correct order, just the foot and head boards. So think about that... The delivery of a storage bed with bookcase headboard AND large dresser were ordered, but delivery was scheduled for just ONE piece, and that couldn't have been it as it was the size of a set of TV trays. Wife calls CS and explains the situation over and over again, bc she was transferred no less than 14 (no bleeping joke) times over 90+ minutes. This includes 5 "dropped" calls/transfers. She asked to speak with a supervisor no less than 30 times, and only after insisting that she was done telling the same story over and over and over again (at least 2x each time with every new CS rep - what I'll (respectfully) call "level 1 support") did anyone attempt to transfer her. Once each of the 5 transfer attempts were actually acknowledged and transfers to a supervisor were "attempted", each only resulted in her being disconnected (silence then eventually a dial tone) after holding on the line for 10+ minutes, EACH TIME. IMO, she wasn't on hold, she was being drawn out until some ahole dropped the call on purpose, and I can only assume it was bc they knew they couldn't answer the tough questions or fix our problems
Please keep in mind that ALL we wanted was his furniture. AT NO TIME DID WE ASK FOR ANYTHING MORE THAN FOR YOU TO DELIVER THE PRODUCTS WE ORDERED (and you charged us for weeks prior). I'm sorry, but the "dropped calls" and complete ignorance do not happen that many times by mistake.
Ironically, the only PBt representative who actually seemed to care, AND ACTUALLY GOT BACK TILL ME AS SHE PROMISED, was someone who was notified by the shipping company that we were refusing delivery and she called to ask why. When I told her, she was empathetic and dug into the problem. 45 minutes after my wife hung up from her PBt CS escapade, this woman called me back with a "plan to get (our) furniture delivered." I felt awful and apologized f
to her for her having to chase her tail, thinking all along that you share the same CS software platform and she could see all.of.our drama unfold during the day; but I (THE CUSTOMER) had to fill her in on our two hour debacle. She was apologetic and gracious. Promote her and let her run your entire CS team!!! Then, and ONLY then, will.i ever consider PB products moving forward. I've unsubscribed from all mailing lists as of Friday, so maybe we will meet again, but I'm not.planning on it.”
