Anonymous
map-marker Tulsa, Oklahoma

Pottery Barn - Customer Care Review from Tulsa, Oklahoma

We ordered a recliner in July and we're told it would be delivered on September 8. That date came and went. I called, and was informed that this is the date for a phone call. That phone call was never placed. So, I waited and still no call. So I called, horrible customer service. Disconnected 3 times and have never gotten an answer to when my chair will be delivered. We will NEVER shop with PB again. It's evident this Company is too big and doesn't care about anything except there bottom line!
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Anonymous
map-marker San Antonio, Texas

They don't know where my items is at the warehouse!!

Seriously you don't have a tracking system in place for this large of a company??? Do you even use computers??? Worst customer service ever! Will neve buy from them again. Called and spoke to customer service, If I was them I would not work there unless I could give a customer an answer on where the items are in the process. Maybe you could spend more money on tracking which would atleast make customers a bit more satisfied knowing where it is on fullfillment. I have a kid waiting on this item for his first day of kindergarden. Not happy at all!
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Loss:
$75
Anonymous

Review

You people suck! Because of you and your *** poor delivery operations my daughter will not have her special backpack picked out by her for her very first day of preschool. your prices are too *** high for you to employee such *** I will not shop with you again and will make sure to spread the word. I will be surprised if anyone from pottery barn actually calls to try and make my experience a good one. I've already takes to 3 customer services agents and they were useless and didn't give a *** about my experience.
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3 comments
Guest

Ive had the same issue with them. My daughter starts preschool soon and now im being told theyre not sure when my stuff will ship!

How frustrating! Ive talked to 4 different people since last week and none of them seem to have common sense!

Guest

Why does a pre=school age kid need to pick out her own special back pack? Go to a store alone and buy one for her, and she will use it or get by without one. It is called being a parent and ruling the kid, not letting the kid rule you.

Guest
reply icon Replying to comment of Guest-858670

So because you let your kid pick out a bookbag for their FIRST day of school that's letting your kid rule you? Please!

Its about making memories with your kid.

Obviously you had a *** poor childhood and your parents picked everything out for you and didn't have any of fun of letting you pick out something you could enjoy yourself. Stop trolling the site and nit picking and get a life!

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Anonymous
map-marker Peoria, Illinois

Furniture Purchase Review

TWICE ordered furniture and haven't gotten it or been told sorry unavailable after ordering.
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Anonymous

Put on hold for a long time and then transferred

Pottery Barns availability to customers trying to track orders is terrible. In trying to track an order, I was placed on hold for 1/2 hour. When someone finally answered, as soon as they heard I was tracking an order, the person immediately transferred me back to the beginning of the que. I waited another 1/2 and gave up. This is the second time this situation has happened. Hard to believe a national company of this stature cannot staff enough customer service representatives to take care of clients who have made purchases. Love Pottery Barn products but I will not be ordering anything I cant walk out of store with in the future.
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Anonymous
map-marker Denver, Colorado

Delivery delayed 6 weeks, no explanation, no apology

Ordered a PB comfort grand sofa and grand arm chair on March 8; delivery set-up for early April after pieces were made. Ottoman however gets shipped immediately to the home (although this was supposed to come with the other furniture) via UPS 1 month prior to me even moving in. Fortunately was able to re-route to my parents home as I was across the country. First delivery delayed one week, ok fine. Day of delivery comes: the correct size chair, with wrong-sized slip-covers and the wrong-sized sofa with correct (as in for the grand) slip-covers arrive. No one has any clue how this happened. So I have 2 un-usable pieces of furniture as they had no slipcovers left in my living room.

6 weeks later the correct sofa and slipcovers arrive...but get this, they send TWO of the grand sofas.

So to re-cap: PB sent the wrong couch, then proceeded to send me two of the correct size. On customer service rep actually said: "just use that un-slipcovered couch anyway you want, we'll never re-sell it" so essentially, for the price of ONE couch they wasted two - as I sent both the wrong sized couch and the "extra" right sized couch back. This is why their prices are so high...

I will NEVER buy anything from PB again.

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Anonymous

Non Delivery / Poor Customer Service

Waited over 3 months for rug to arrive. Delivery slipped and slipped - each time I had to chase - never proactively managed by Pottery Barn. Given spurious explanations like 'this is a very popular item'. Since it was only available on-line, if this were the reason the implication is that other orders were being given priority over my order. International customer service number that doesn't work, emails not responded to. Then told rug cancelled. Even though still available and can be ordered on-line for a delivery date this month. They clearly have no idea what they are doing! Haven't received such poor service in a very long time. What a shame - I loved purchasing from Pottery Barn when in the US. But really until they can sharpen up they should stop trying to sell in the UK.
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Anonymous
map-marker Saint Paul, Minnesota

Never ordering from Pottery Barn again!

My order from Pottery Barn was due to arrive on August 4. When it didn't arrive I called the company and they were unable to locate my order due to technical difficulties. The next day the order didn't arrive again. I called again on August 6 and the associate told me she was unable to locate my order and said to call tomorrow because 3 business day after an order is due to arrive, they will switch the shipping to rush delivery. So I called back on August 7, and the associate I talked to had no idea what I was talking about and could not tell me where my order was located or when it would be shipped. To add further insult, I have already been charged for my order and still do not have it.
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1 comment
Guest

Same thing happened to me with same excuse I ordered June 5th still haven't gotten yet and it's Sept 7. Second time ordered clearance items that said they were available online but after paying got email some items were not available.

This is hugely disappointing for a high end store. Computer glitches, low inventory, poor sales and service staff, long waits it's ridiculous.

Anonymous
map-marker Spring, Texas

Pottery Barn held the double of what I spent in my debit card

I made a purchase of some furniture in Pottery Barn in a total amount of $5,405. I paid with my debit card and, to my surprise, the store held this amount plus the same amount when the merchandise was shipped. In a couple of days instead of having $5405 debit from my account I had more than $10,000 on hold. I first thought it was a fraud but decided to call the store first to ask if this was a mistake. Surprisingly I was told that they really do that and that they would release the first $5405 in some days. Their explanation was that the transaction was being kept as pending. Anyway the money was unavailable for me and I could not use it. I told Pottery Barn this was unacceptable, that they were using my card information in a non-authorized way, but the store representative just told me to tell the bank to release the first $5,405. They never apologized and never acknowledged it as a non-ethical way of doing business. Beware of using your debit card in Pottery Barn!
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Loss:
$5405
3 comments
Guest

they were not even apologetic. In fact, made us feel ***.

Terrible service. Many other places to shop.

Guest

Anytime you use your debit or credit card for any purchase be it online, gas station, hotels, etc they automaticly do what is called a 'Soft Charge' to the card. The hold comes off usually within about 3 days depending on the bank. Like Pulltype said, use a credit card if you don't like the idea of a soft charge on your debit card.

Guest

Hotels, restaurants, and gas stations are normally doing this "hold" as you describe. Simple solution: use a credit card for purchases. period

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Anonymous
map-marker Doylestown, Pennsylvania

Pottery Barn Sofa Review

I had a sofa delivered 7/27/24, which was damaged. The delivery guy took 6-8 pics of the damage and told me they would probably have to replace it, but I'd get a call. It's now 8/14/14 and I haven't heard from anyone, despite an email to Pottery Barn requesting an investigation of the situation.
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Anonymous

Extremely delayed order and snarky customer service to boot

the delivery date for my pbteen dresser was postponed a few times for a total of a 3 MONTH delivery delay. this is completely unacceptable, but they told me that they had "no control" of when items were actually delivered, which is also unacceptable.

additionally, whenever i spoke to customer service, they were extremely RUDE and never cared to help me.

they even yelled at me!

if you can't be nice, don't be in customer service-- find another job!

even though i like some of their products, i will never order from this unprofessional company again-- they've lost yet ANOTHER customer!

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Anonymous
map-marker Brea, California

Bad customer service.

I bought string lights for my patio from the pottery barn in Brea. I discovered that the two spare bulbs and spare fuse were not included in the box as it suppose to be. I called ms, Taylor and suggested that I would like to go to the Pasadena shop to pickup those items from my nearest shop. She claimed that she did not have the Pasadena shop,s phone number .than told me to look it up myself. A lady by the name of Joyce at the Pasadena shop was very professional and helpful. What a difference in customer service . Joyce took care of the problem. Thank you Joyce!!!
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Anonymous
map-marker Denver, Colorado

Order Delayed 1 Month and Counting, Charged Anyway

I don't usually write reviews but I've now been holding or talking to incompetent service reps for an hour and 20 minutes and like to multitask. I originally purchased a bed set 6/1, scheduled to arrive 6/20. It's now 7/15 and I just learned it will be delayed 1 more week. I'm now working to have the payment charge delayed a month in response to the delayed shipment and have been transferred 5 times. I will simply never shop here again. Just as I was about to submit this my call was dropped after a final 20 minute wait period. PB is excellent at losing business.
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1 comment
Guest

Wow. I was just about to order a bed set. what is the name of the bed you ordered if you don't mind saying?

Anonymous
map-marker Pittsburgh, Pennsylvania

Terrible quality

I've always really liked the clean, crisp look of the PB Comfort slipcovered furniture. So when we recently built our new house, I purchased the PB Comfort box cushion sofa and loveseat for our family room, with the cream twill covers.

Huge mistake. The cushions are very poor quality that were broken down within two months of use. And by use I'm referring to only the two of us (I'm 5'10" 120lbs and my husband 6'3" 230), no children bouncing on them yet.

I tried rotating them which only got us another month of use before that side was smashed too.The covers are easy to care for but are rough and not at all comfortable for a family room. Only purchase PB furniture for rooms not used often as it obviously won't hold up to daily use.

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Loss:
$4000
1 comment
Guest

I bought the same one and it self destructed in a matter of months

I ordered a more expensive one , I didn't want to have the breakdown again

The new one came it was ordered wrong now I have a huge couch in front of my front door.

They call for next couch micro suede even more expensive now they have mr signed up and paying for 2 couches

They say they can deliver Tuesday or Thursday OK Thursday

They call back and say the truck is full so Tuesday They called to tell next that there is a piece missing a wedge but, they will deliver two pieces. I have cancer and can not move or even handle this fight with liars and fraululant behavior

Anonymous
map-marker Los Angeles, California

Standard rug pad damaged hardwood floors

Pottery Barn - Standard rug pad damaged hardwood floors
Pottery Barn - Standard rug pad damaged hardwood floors - Image 2

Warning to those who are planning to purchase a standard rug pad with Pottery Barn: even though the description says it is moisture resistant and it is guaranteed NOT to damage your floors, THIS IS NOT TRUE. I had this rug pad for about a month when I discovered it was “glued” to my 1930’s hardwood floors.

I have been dealing with PB since the beginning of August to resolve this issue. The cleaning company who came to look at the problem said the pad had “chemically attacked” my floors. I have spent countless hours trying to solve this issue and the only thing PB offered is a $100 gift card to compensate for the inconvenience… Still waiting to hear if they will pay to put the floors back the way it was before. Their claim management company has been inefficient since the beginning.

The worst thing is: I asked to exchange this standard rug pad for the premium kind and guess what: they asked me to pay the price difference and an additional $46 shipping charge! Thank you Pottery Barn for this great customer service!

I will not recommend this brand to anyone else after this horrible experience. I understand why they don’t allow product reviews to be posted on their website.

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Loss:
$2000
2 comments
Guest

Having the exact same problem. Rug pad is stuck to our gorgeous antique wood floors.

Guest

Did you have your rugs cleaned on the floor with the rug pad under it? I had a friend who let a carpet cleaning company do this not knowing any different and the exact same thing happened to her - the heat from the steam almost melted the pad into the floors - wasn't a pottery barn pad but they are all made with the same stuff.

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