Pottery Barn
Reviews and Complaints

My wife and I have been great customers for many years so I wanted to bring to your attention an issue we have not been able to solve through normal channels. We bought some outdoor furniture at our local store in the Woodlands, Texas and because of that we received a 300 dollar gift card that we could use for future purposes. The gift card had an expiration date so we decided to purchase some bedding for our son. Unfortunately he didn't care for the bedding so we returned it and the sales person at the store informed us that it would be no problem and that we would just receive a credit for the returned merchandise. Since we never saw the credit on our account we called to inquire and were told that the sales person at the store had mis informed us and that we should have been told that we could return the item for a new item of the same value. This because there was an expiration date on the original gift card. We contacted someone at pottery barn that said they could do nothing no but after talking to a manager she said she would give us a 25% off next purchase and that was the best she could do. While we appreciate the jesture we still feel unfairly treated. Had we been properly informed we would have returned the bedding and replaced it with new bedding or something else that same day. This to me seems like an easy one for a company to use some discretion and correct a situation for a good long term customer and give us a new 300 gift card with a new expiration date. I am happy to provide our account information assuming I get a response.

I really don't know where to start, so I'll begin from the beginning. I have loved the couches that this company produces for several years. I always told myself I'd own one some day. Now I have made the purchase! Exciting right? I thought so too as when I went to the store at the Crabtree Valley Mall in Raleigh, NC I was very impressed by the store associates. So impressed I even went back the very next day, only to the location at The Streets of Southpoint Mall in Durham, NC, the store associates here too were equally nice and extremely helpful. When I made the purchase at Crabtree mall I was told I could call the customer service line for any help including changing the delivery address as we are in the process of selling our house and didn't yet know the address of our new home. I know you're thinking well that's silly why would you make a purchase if you don't know the delivery address. Well it's pretty simple, it will take up to 8-12 weeks for delivery and by that time we'll be in the new house. I haven't crossed the bridge of trying to update my delivery address yet because of the horrible service I have received since the purchase. I called 3 days after making my purchase to see if I could change the color of the fabric for the couch, that's it. Kim was extremely rude in telling me that you are not allowed to make any changes to orders or cancel, 3 days in including a weekend and you can't make a change? Give me a break, I know the fabric wasn't cut I know the order wasn't being processed. Even when I asked where in the process of processing the order they were, no information could be given. So then I talked to a supervisor who was even more rude. At this point I asked for her supervisors name and was given a phone number and email address. Ultimately I did nothing with this information because it's just not worth the headache. I still like the couch and I still like the fabric.
Now fast forward to trying to pay my credit card online, I can't because the account is not available online. I call and speak with someone in their billing department, honestly can't even tell you the name because it wasn't common and I didn't write it down. I verified all of my information and was sent a link-same link I was already using (I am actually very computer savy and do it for a damn living), same thing cannot get into the account. The lady asks for my full social security number. I tell her I'd rather not give this information but will repeat information she's already requested. She very rudely says "you called me, I did not call you". WOAH! So I give her my full social, at which point she tells me I put the last digit of my SSN in incorrectly. Well thing is, the sales associate in Durham put this information in, not me, so let's stop the finger pointing at me. Long story short I was able to log in and pay the bill.
I'm so incredibly disappointed in this customer service and I cannot confidently say I will return as a customer. Which is such a shame because the company offers very nice things. I've never been talked to so rudely by multiple people in 1 company before. Perhaps your store associates can give a lesson on true customer service. I doubt this will go anywhere, no apologies or efforts to make this right will be made and I will have wasted yet again more time on this. Please fix your staff, treat your customers better, and take lessons from other failed company's who behaved in this manner to not become another failed/failing company.

There is a terrible stain problem on my Turner couch. I tried to get help through your Customer Service 1 1/2 years ago when it looked bad but now its even worse! Four of the 5 cushions stain have literally eroded away, not "gently worn at the edges" as the advertisement said. Now 30-50% of the stain is missing on the seating cushions and there are clear demarcations where the colour changes, not a gentle fade. The back cushions and arms of the couch are fine and the structure itself is sturdy. The dye job is the problem. It is of poor quality. I am looking to have the cushions replaced. I have gotten no where with Customer Service.
In addition I had to have the foot switch replaced on the standing lamp in the back. It would not turn off/on and it was barely used in the 1st place. I am just so disappointed in the quality of the couch, especially for how expensive it is. When people come in the house it is embarrassing to show. I do say it is from Pottery Barn and that cant be good representation for the products but it speaks for itself.

These guys have huge problems with their discount system. They are very unprofessional and don't really care about their customers and that is the reason why I decided not to order anything from them in the future. Once I bought something from Pottery Barn and was supposed to get a 20% discount, but for some reason I was charged the full price. Their rep said that there was a bug in their payment system and promised I'll get my discount next time and he also said I'll get another coupon as an excuse.
Okay, I made another order and the same thing happened.
I finally realized that they just made fun of me and that their promises were fake. I contacted Pottery Barn support and they said the exact same thing - I'll get my discount next time.
Worst thing was that they did not allow me to cancel anything, so I paid the full price. What joke.

Good afternoon,

My name is [removed]. I ordered a Room set from Pottery Barn which I loved before this incident. It took more than 6 months to get my shipment because it was sitting in a warehouse somewhere and they didn't remember to ship it! really? Then I get a delivery to find the dresser broken. This happen twice. I ask for compensation and I was denied. This is how you guys treat your customers? It is demeaning and pathetic.

I'm not happy with Pottery Barn and my experience with them. I have returned an item because it was defective and they promised me a refund. Money was not transferred so I contacted them to see what was going on and their rep said that they need more time to decide what to do. That was strange because before that they already said that I'll get a full refund.
They gave me nothing but fake promises and every time when I contacted them they tried to assure me that there was nothing to worry about. Weeks already passed and I have no idea what to do, because it seems like these people are not planning to refund me!

I have my baby registry with Pottery Barn Kids (Jill and Ryan Ricci - created the registry at the Upper East side location in NY NY )

It has been a lot keeping up with back ordered items, pushed delivery dates and discontinued items on the registry list. There's a total disconnect with what you see online and what Customer Support is communicating. I've been really disappointed thus far.

The white glove service couldn't get into my building with the crib in December, so they left, which resulted in a 2nd work from home day waiting on the crib. (fee was not waved)

The most frustrating purchase has to be the tufted convertible wing back rocker. I purchased the item Jan 16 through the quick ship category (which honors 1-3 weeks shipping) my baby is due in 5 weeks. We are now into week 7 waiting for the chair. I have spent hours on hold, talking to support, and I have a lengthy email chain going with different Support folks. Subject: Re: pottery barn kids Order [protected]

While they've been very apologetic, and have communicated some sort of compensation will be discussed upon delivery - there is no solution to the problem. "Unfortunately, we are unable to expedite the delivery process. However, as noted earlier, we can compensate you once the Rocker has been successfully shipped and delivered."

2/28 Support said that the rocker should be to the warehouse by 3/11, I just received a note 2 days ago that says its back to "status temporarily unavailable". I would love to cancel the order, but I've already invested so much time, and energy picking out the furniture to fit my small nursery, its just too late. And I was really excited about the items. I never ever anticipated this much upkeep with having a registry with PBK.

I've also had to manage the delay of my XL Larkin dresser (which finally arrives this Friday Mar 10 after 10 weeks) My in-laws spent hours on the phone with PBK Support as well for this item. Just an all around disappointing experience for everyone. And the disconnect between the Manufacturer and PBK gives me anxiety that I'm never getting the rocker.

For an upscale furnishing store that prides itself on Customer Service, satisfaction and white glove service - I'm not feeling the perks of being 1 of your Consumers. If anything, its been a headache.

Is there anyway to provide detailed next steps on the rocker?
- we've contacted the manufacturer and its been prioritized. Or if there is a replica in store anywhere in the Tri-State area, could we ship that to my shipping address?

I ordered six items for a baby shower from the registry for Missy McCarthy, Roberto Tovar, Washington state, order #[protected]. I just wanted to tell you what terrible service I had from Hailey on this order. However, I have had great service from Christine and Linda in helping resolve the problems. I tried to place the order online, but there was a problem with the page so I had to call in the order. I ordered 6 items with Hailey and it took a long time, probably half an hour. I truly believed you must have switched to robotic answering from my experience, and at the end I asked her if she was a real person. The issues that arose from that call are: The two personalized books I ordered from the registry showed the names were coming in all caps, unlike on the registry; after the order when I checked the registry it then showed duplicates for each book with the ones with all caps having now been purchased, and the other two with upper and lower case letters being available on the registry to purchase. Of course, there was only one book each originally on the registry. I believe Christine got this all straightened out with me getting the books as I ordered them, and eliminating the duplicates off the registry. Today I looked at the shipping email and saw all the items were being shipped directly to my granddaughter, Missy McCarthy! I called and talked to Linda, who contacted UPS mid-shipment on some of the items, and got it re-routed to me. Hopefully, everything is squared away, but it has been a giant pain in the neck. It was difficult to figure out how to let you know about this since there is nothing on your normal website. If you type in complaint it says "no matches found". It would be good if there was some way to contact you off the normal website. Thanks, Carrol Morris [protected]@aol.com (Why is all this down below that doesn't apply to me. I am not a business. Why do I have to sign up with a password to send this? This should be changed.)

I am writing today after thinking and thinking how I should proceed with this situation.

I have to confess that I am still in shock and I cannot believe how I am giving another person the power to make me feel inferior. Here is my story:

On December 23 I was visiting the Woodlands Mall and I decided to enter with my family to your Pottery Barn Kids Store. We saw some rugs/carpets on sale on one corner. I chose one that my son liked and I went to the cashier to ask how much would the final price be. Mr. Anthom helped me and he gave me the final price (around $50). There was not any conversation with Mr. Anthom, other than the price check and the transaction. My son was happy with his “new” rug.

After few days the rug started shedding a lot. My son’s allergies got worst and he kept sneezing more than ever.

Because I live in Sugar Land (1hr away from the woodlands) I had to plan our next trip to return the rug/carpet after the holidays.

On January 7th around 4:30pm I went back to the Pottery Barn Kids Story (by myself) and I stood up at the cashier for 15 minutes and two ladies that were there did not even say hi to me, they were looking at their computers. So, I said “excuse me could you please help me with a return?” One lady looked at me and asked me for a receipt (which I did not have it). So, she told me to look to my email for an electronic receipt, I tried to look at it, but all I got was a welcome and offer email. At that moment, Mr. Anthom came to the register space, so the lady said, “she wants to return/exchange the rug, but does not have a receipt.” She left me with Mr. Anthom and I briefly told him what happened with the rug and my son’s allergies. He was so intimidating, he approached me and said “I remember you, and I told you that time those rugs at the corner are on sale and are final sale…we cannot do anything…those rugs are final sale because they have been used” When he said “used”, I said “used? First of all Mr. Anthom you never mentioned those rugs are final sale and I would never buy used rugs.” He said “yes we use some of those for display or…. you see that big rug at the corner (pointing at it) that was mine and I have a dog…. and…. so I brought it back” I could not believe what he was saying, he was telling me that I cannot return my rug, but he said he did return his rug…I was so confused. So, I wanted to leave and I said, “So, do I have any options?” and he said “yes you have options: you can put your rug on another room, other than your son’s who is allergic, you can throw it away or I can throw it away for you.” He looked at me waiting for an answer with a sarcastic smile. I felt so humiliated, that just got my rug and left the store.

For some reason, that I still don’t know, Mr. Anthom was condescending the whole time and made me feel inferior. I still don’t understand why things were handled this way with him. The other lady was at least trying to help, she even mentioned that I can vacuum the rug many times and after few months it may stop from shedding.

Thank you,

Johana Lopez

I spent over $300 on this website www.pbteen.com and was supposed to get a 15% discount on my order but that did not happen. It is clearly said on their website that they have several types of discounts and I was supposed to get a 15% one! This is just a scam, do not believe their fake promises. They are trying to lure new customers and steal their money and the same thing happened to me. I regret I did not read the reviews earlier. Do not buy from them and do your research!

I ordered a n entire bedroom set and rug on Sept 22nd. The Hudson bed was supposed to be delivered in late January (a very long timeline that was NOT explained by the salesperson).
It is now Dec. 20th and I received an email saying that the bed is still "backordered, out of stock" and will not be here until February. I called Customer Service and the representative said they are only getting beds in a few at a time, with 44 orders on the list. The bed might actually be delivered in March or later depending on how they fill the orders. So even though I have an order number, and an order date of Sept. 22, they cannot tell me when I will get the bed.
The night tables arrived and the rug is due, however there is no way to pull the room together o a piece by piece basis.
So beware if you are ordering furniture as the hundreds of other complaints detail. Pottery Barn salespeople only want to sell. They and "Customer Service" is of no service and really doesn't care when you get the merchandise. I read the reviews and ordered anyway based on past experience. Wish I hadn't! So disappointed in what years ago used to be a good shopping/buying experience.

I bought a present for my son from this store Pottery Barn Kids and was supposed to get a discount but they charged the full price of the product. When I contacted customer service they said that was a mistake and promised I'll get a discount on my next order. I wanted to cancel my order but they said that it was already too late. I'm very disappointed with that kind of service and I will not buy from them again.

I placed an order worth $11, 000 dollars for furniture with Pottery barn. We waited 4 months for the beds to be delivered only to find out that they had the wrong size and fabric. We had a reward certificate for 2150 from that order which I applied to a king bed. The order was placed Feb 2016. After multiple delays on delivery, I was informed via email that my order is cancelled as the manufacturer no longer makes that bed. I went into the store where I had placed the order, and the sales person said, she could see the bed was available. This was June. We placed the order again and I finally got the bed in Aug. We had moved from Africa and were without a bed for 7 months. The best part is, the reward certificate never got applied even after repeated calls and I am still chasing a resolution to the matter. I get agents who hang up, supervisors who are rude and act as if I am asking them to compensate me. I am being penalized for their error and lack of service. I am so frustrated. It is not a small amount that I can let it go. I am amazed at their lack of professionalism and resolution to such an important matter. An year later I am still trying to sort this out. As a delay for the bed, I received a $100 dollar gift card. How pathetic is that.
I have been placed on hold for an hour on Dec 19th. 30 minutes on Dec11th and another good 25 mins on Nov 21st. They say they cannot apply it as the certificate has expired.
It is my money. why should I be penalized for your errors.

Pottery barn your service sucks. Absolute and total disregard for your customer. I bought my entire house furniture, waited for months for delivery and this is my reward.

I've already placed several orders with pottery barn kids and pb teen online for this coming Christmas and already regret ever spending my money on them since they obviously show no care or interest with my issues and concerns. As soon as I submitted my order with pb teen I changed my mind on a fabric choice for the mani pedi lapdesk. I immediately called customer service and asked if I could change it for the other fabric (exact same price) she said I needed to allow time for the order to appear in their system and call them back in 15 minutes or so. So I called later and the next lady told me it was too late to make any changes. Wait, what? So I have no choice but to stick with the initial selection I made. Any other company would've gladly obliged. Next, on my pb kids order I placed the email confirmation of my order showed a higher price one of the items I purchased. Lucky for me I had a screenshot of the item I texted to my sister. So I called customer service and she first denied anything could be done since the order was submitted and supposedly the item in question was set for the higher price and that's what the price is. I told her I had the screenshot of the day prior showing the lower price of when I added it to my cart. She asked my to email it to her of which I did. Then she said she couldn't do anything because the picture didn't have a date. I have an iPhone so at the top of the picture for the date take it said Yesterday 6:21pm. I tried explaining to her that the date would be yesterday's date because that is how my phone will show it being that it was only a day ago. Maybe I'm the i###t and there must be a way to pull the on the picture but I'm not very tech savvy. Anyway, she's the bigger i###t for not understanding the concept of yesterday's date from the day we were on the phone. It was very irritating and frustrating. I honestly feel like it's a losing battle every which way. So not worth the $20 difference in that item price for my time to deal with them and the stress. But I think that's what they want is for us to give up they just robbed me of $20 I can only imagine how much they've robbed from customers to date.

Customer Rep Pamela and Customer Rep Supervisor D Sorreta fought with my wife about a refund that she was justified in receiving. There was a technical issue on the mobile website of Pottery Barn that allowed capital letters for engraving but when my wife and I received the actual product, the engraving was not in all caps like the 'Preview' and Shopping Cart showed us before purchase. Instead it was in Title Case. Pamela and D Sorreta were insisting it was my wife's confusion that led to her purchasing the product without understanding the engraving instructions. But these two failed to understand that Pottery Barn's mobile website was at fault from the start. Finally after showing screen shots from the mobile website to D Sorreta, my wife was granted the refund she was requesting. Ridiculous, rude and unprofessional customer service from a company who sells high-priced items. We have been customers for years but the treatment we received from these two customer reps was the worst customer experience we've ever had. Suffice it to say, we will no longer shop at Pottery Barn after this year. These customer reps also lack technical training. Instead of finding out that there was an issue on their mobile site that didn't replicate on the desktop site of Pottery Barn, my wife had to be the one to figure it out for them and call them out on it. The whole time these two were just insisting my wife was wrong and wasn't trying to understand her situation. Never again Pottery Barn! We will be taking our money and business elsewhere.

I have purchased a chair for my son from this company Pottery Barn Kids. When I received my order I did not like the quality, chair did not look like pictures on their website and material was very poor. I contacted Pottery Barn Kids customer care service and tried to get a refund but they said it was impossible. They said that since there was nothing wrong with the chair (damages and etc.) They could not do anything. I'm very disappointed I bought from this website!

Beware of ordering from Pottery Barn, for furniture delivery. Their system is broken.

We have had a terrible experience, which has consumed a lot of our time in trying to track the order, figure out why items were just sitting in warehouses and not being scheduled for delivery, items being damaged and then the entire order being held up and not delivered. The experience of working with Pottery Barn, and then the 3rd party delivery service they contract with, MDX group, has been terrible and extremely frustrating. Both deserve extremely low ratings, and I would never, ever order an item from Pottery Barn because of this experience. The process is inefficient, there is poor coordination between companies, and even within each company, no department seems to be able to coordinate with each other. After calling 10+ times, we are still unable to completely confirm that a delivery has been scheduled, three months after we placed the order, and two months since items have been available for delivery.

In Aug we purchased (paid for ) a $2000 desk for my son. The white glove delivery option was in place the set up team came out Sept 15th to set up the desk.

The team identified to my husband that they did not have the correct fastners, brackets, etc to finish the job and they would order the parts and call us.

2 weeks later I called (no call or email was sent to us) and the representative said we will order the hardware and give you a call.

I call today, now a month later and spoke to a GREAT lady Ms. Keesha.
I wasn't nasty on the phone, I work with angry customer most days and I did not want to be that customer to her. She took great care of me. She informed me that the hardware is being shipped by Oct. 19th and then we can call for the final setup.

This is our second purchase of a desk with Pottery barn. Both of the purchases have been a cluster... 10 phone calls, many customer service reps... but the kids like their desks... so... what ever. BUT... I did want to point out that Ms. Keesha was awesome. She gave me her direct extension to help if I needed it and promised they would get this taken care of.

THANK YOU MS. KEESHA!

I made my order in January 2016 and they immediately took my money.
They said I'll get my order within 7 days but 7 days later nothing arrived. I contacted PB teen customer service and they said that due to some difficulties my order well be delivered within next two weeks. I agreed and said I'll wait for it. Nothing showed up even two weeks later.
They said that my item was no longer in stock. I asked for a refund but they claimed they don't do refunds and said they'll ship my item as soon as they'll get it. I had no other choice just to be patient and wait. It is now August 2016 and still nothing. I was in contact with these guy till May and then they just stopped replying. All I heard was empty promises and lies. Buyers beware! PB teen is not a trustworthy company, do not buy anything from them!

After three weeks of waiting I've decided to contact Pottery Barn Kids regarding my order status. Customer service rep said he needs to check on my order and asked me to wait. So I was put on hold and waited for about 30 minutes only to be told that my item was no longer in stock! They said they cannot refund me and offered to pick something else. So I placed another order and paid some extra (because it cost more than the previous item). They said I'll get my item in 5 days. 5 days passed and nothing arrived so I contacted them again and they said exactly the same thing. I demanded a full refund but they said that they cannot do that.
I said I'll contact them back later.
I have no idea what to do! I can chose another item but I really doubt I'll get it! Need some advice here!