Pottery Barn
Reviews and Complaints

Purchased 08/15/2021 on back order

Received 8/2022.

On 3/22/2023 visited Edina MN Pottery Barn with my concerns about the stain on the chair is wearing off on the arm rest and footrest areas. The sale associate said I would receive a call from service department.

03/23 at 5:27 pm a message on the phone said it is over the service date and if we want it corrected it would be our cost.

I returned the call at 6:01 pm 3/23 pm. Talked to a person that was hard to understand. She said it was over the service warranty. I said we did not receive the chair until 8/2022 less than a year of ownership. I asked why would 8 months of my warranty be when I did not have the chair in my possession? The response was getting hung up on.

I placed an order on October 29, 2022 (Order number [protected]) for a bar cabinet and matching mirror for around $3700. I paid for the order when it was "shipped" in mid-December. Today, March 2, 2023, was my delivery date (finally). Unfortunately, the bar cabinet did not arrive, just the mirror. Your team cannot find my bar cabinet, but evidently the delivery center never received it. And I am unable to get an answer as to when or if I will ever receive the item. In addition, I will have to rearrange my work schedule again to accommodate the delivery windows your company makes available to me. This is not an easy task, as I am an Associate Vice Chancellor for a major university and am in the midst of budget season. I cannot express how disappointed I am with your company. Do not misunderstand, your personnel have always been very polite and helpful, but, unfortunately, they are unable to resolve this situation. I realize that post-pandemic logistics are not a simple matter, but this is quite inexcusable. If you could please assign my case to someone who can resolve it quickly, I would be most appreciative,

I had Key Rewards expiring on 2/28. I have numerous emails and screenshots vertifying they expired on 2/28. On 2/28, I attempted to use them on WS website. I received an error that said they were expired. When I went to try them on PB, I got an error stating the rewards had been attempted too many times. I logged out and back in and attempted again. Still same error that they expired. Contacted PB, who said they showed the rewards expired on 2/27, however they had had quite a few calls with similar issues. They said I needed to contact Capital One. Capital One informed they have nothing to do with rewards, even though the disclosure on the email says otherwise, and the fact that when you call Capital One, your key rewards balances are given. So again I was passed around. Basically I was told they don't refund key rewards ( which I get because I have let smaller ones expire accidently. Once it passes, they expire). But this amount is significant, and I DID try to use before they expired. If they sent the wrong amount on the email, it is their error. They sent those updates for months with the same 2/28 expiration date. We spend TENS OF THOUSANDS of dollars with PB, WE, etc - which can be found by searching our order history. We rarely have issues and they are usually resolved if we do, however this is Ridiculous that nobody will take responsibility nor will look at my documentation.

Regarding Order #[protected] we have had a damaged bed that was damaged by your "white glove" delivery team. 2 other teams have come out to inspect it and have recommended replacing the bed. Have documented with pictures and phone calls. Now when we call your customer service all we get is a VM to leave a message which we have done 3 times

The bed itself took 1 year to get. Now this.

[protected]

Very poor customer service and response

On 12/1 and 12/17, I purchased a total of $350 worth of Quinn Dinnerware. The dishes are absolutely beautiful, and I had been looking at them for quite some time. I finally made a custom "set" by ordering individual pieces and loved them just as much in person! This was a significant purchase for our family. We also received two of the matching dog bowls for x-mas. In mid January, I was unloading the dishwasher, heard a loud noise and realized one of the soup bowls had chipped along the rim. I was devasted! I contacted CS via telephone today, 2/2/23 hoping to receive a replacement. I was told by the first CS rep there was nothing they could do- given it was not chipped upon delivery and it was over the 30 days. The leader, Theresa, then told me the same thing. I am genuinely shocked to find out PB does not stand behind its products! The dishes I had beforehand, were from X-mas tree shop, and not one broke in the 8 yrs I had them. I was really hoping the chip was a fluke, due to a weak spot because I had planned on buying more to make a set of 12. One soup bowl from the Quinn line normally costs $8 and is currently on sale for even less. I stand behind the fact that I was not being rough with this bowl when it broke. I truly believe there was a weak spot, or it was just a fluke. I certainly hope so because I now have a setting of 8 of these dishes. Given the size and positive reputation of PB, I am at a loss for words. I LOVE these dishes and wanted to order more. Now I am not sure that I should invest any more money on them. I have always loved PB items, but they have always been a bit out of reach price wise. To finally make a purchase that was either defected, low quality and/or not stood behind is terribly disappointing! At the end of the call I asked if there was a quality-type department I could give feedback to and was told there is not.

Sincerely,

Ashley Springman

[protected]

Stuart.[protected]@gmail.com

I CAN'T EVEN BEGIN WHERE TO START. I want my cushions. since putting an order back in 9/4/22. I 'been going in circles with every single rep with no answers. They each have different answers. They keep pushing the dates every single week when I check the confirmation number. I want answers and i need help everything in my house is pottery barn and this is by far the worst experience I have ever experience with you guys. I'm very frustrated and angry.

I ordered the product on December 4th and it was supposed to arrive on December 15th. It is January 30, 2023. I have paid for the product and have not received the product so at this point and time, I no longer need the stocking (since we are a month past Christmas) and would like to have the product refunded. This is not the first time my girlfriend and I have had an issue with Pottery Barn.

I ordered & PAID for a Heavenly Mattress & Foundation with linens from Pottery Barn on June 26th, 2022 - Order Number [protected] - $2,867.07
Currently:
Sheet set with shams and pillowcases are scheduled to be delivered on 01/27/2023 (Item# 959349 $189; Item# 4313220 $119; Item# 6190571 $28.50)

The foundation for my mattress was returned, because they shipped a STANDARD size, when a Queen was ordered (Item# 7539836 $400)
The mattress has an appointment set for August 4, 2022- the mattress that was delivered was damaged and I was told that I would receive a replacement (Item# 7538853 $1,595) - that Return was created as well.

It is January 27th, 2023- Seven (7) months since my order date
I have called the customer service number countless times, I have been given the runaround and told that the items are in the Pompano Beach HUB ready to schedule delivery
I have scheduled these deliveries, only to not have anyone show up on the dates that have been scheduled.

I do not understand how a company can operate this way.
To date: I have a DAMAGED mattress sitting on my old foundation that is not the correct size.
Raul Ledon
[protected]
[protected]@yahoo.com

I ordered an open box James rolled arm leather recliner on December 9th 2022 for 818.95 with tax and shipping I was told in January 9th 2023 that the item was not available from the original warehouse and that they could get it from a different warehouse but it would take 6 weeks longer I said no problem and they charged my card again 818.95 on January 9th on January 10 the next day my order is canceled I was told they don’t have the product and they are so sorry they wish they could fill my order. On January 13th at 6 am the same open box chair is posted for sale I buy it again but now the price is 1768.48 with tax and shipping I that’s a 950 dollar increase in three days. I am told they will not honor the price I paid twice a month and three days prior and I am just out of luck even though I feel like this open box chair should have filled my order and the order should never have been canceled. I really hope pottery barn can make this right

In August of 2022 we ordered a bed frame and head board, 2 night stands, dresser and mirror (order #[protected]). The mirror was delivered on August 15 and on Sept 14 the nightstands were delivered. After numerous calls to Customer Service and promised delivery dates, we still have not received bed frame and dresser. And now I’m told I’ve never paid for said items when in fact, I have proof of said payments. I’m at wits end in attempting to decipher the mess and attempts at calling customer service, store managers, etc have had no result. If said items cannot be delivered immediately please advise at which time I will return nightstands and mirrors for full credit and purchase items at another store.

I ordered a kids single bed and matching nightstand on October 7, 2022. After numerous emails and telephone calls to the customer service, I finally received the bed about six weeks later. And this was after receiving multiple different delivery dates from Pottery Barn. More than three months later, I am still trying to get the nightstand that I ordered from them. again, I keep getting delivery dates pushed out time after time after time. My newest date is January 10, 2023. They are the worst company that I have ever dealt with in my life, and I am 64 years old and have had many online orders in my life. Worst online experience by far. I would never order from this company ever again. Out of the numerous times, I had to call customer service, I finally was able to speak to one woman that actually knew what she was doing. All of the other people were extremely frustrating to talk to, and didn’t have a clue what they were doing. Although she was very helpful and actually knew her job, she unfortunately wasn’t able to help me. I don’t even know what to do anymore. I have a $300 item I paid for and that I still don’t have.

I placed an order for the Raleigh headboard on July 2, 2022. When I placed the order, I was notified that I would receive the item anywhere between August 3rd and August 28th. At the end of August, I had not heard anything from Pottery Barn or any delivery service. I finally got an email on the last day of August telling me that my item was backordered, and I would receive it sometime in November. After a long wait, I received another email from Pottery Barn at the end of November telling me that I would now receive the headboard at the end of December. At this point, I contacted Pottery Barn customer service — what a joke! I waited over 30 minutes to talk to an actual representative only to be treated like I was wasting her time. I wanted the order cancelled, but she told me that she could not authorize that. She said that she would have to send an email to the warehouse where the furniture was made and that I wouldn't get a response back for a week. After a week with no response, I called again. This representative was slightly more helpful, but told me the same thing. Towards the middle of December, I finally got a text message from Ryder asking me to schedule my headboard delivery. In the meantime, I got an email stating that my cc had been charged for the headboard — shipping and all! My deliver was scheduled for Dec. 31st between 9:30-11:30. My husband and I both work, so my mother came over to wait on the delivery. My ring doorbell shows that she got to my house at 9:07am. Ryder showed up at 8:51 and left at 9:02am. When I contacted Ryder, they said that their drivers showed up at 9:30 and waited the entire time. Again, what a joke! They also told me that they couldn't refund my delivery charges because that's all Pottery Barn's department. I called Pottery Barn — waited 40 minutes to talk to a representative — and they told me that was Ryder's mistake — and, if a refund is issued, it should come from Ryder. I guess when you contract services out, you can just blame eachother when it gets messed up. It is January 3rd, and I have still not heard from Ryder or Pottery Barn about a new shipment date or delivery charges. I want my order cancelled, but there is literally NO ONE at Pottery Barn to help. I will never order from them again!

My credit card was billed for the Tanner Round Coffee Table on September 23, 2022. It was supposed to be delivered today December 28, 2022, 3 months and 5 days later. The delivery service attempted to deliver today but the glass top and shelf were not sent with the base, so they took the base back. PB has my $836.17 and I have nothing. I believe that is against the law and Pottery Barn is acting in Bad Faith.

I ordered 2 beds and a dresser on September 14, 2022. They were supposed to be delivered by mid October. Since then I have had 4 canceled deliveries and no shows. I have spoke with customer service at least 15-20 times to help me with this issue. Nothing is being rectified and today (December 20, 2022) I was hung up by leadership after I requested they pick up the one unassembled bed in my garage and cancel the remaining two items and be refunded. I simply can not order from Pottery Barn or affiliated companies after this horrible experience.

Sincerely,

Jill Levy

My wife bought a poker table for my birthday back in May and Pottery Barn never shipped, postponing the order for months. After several calls/emails with no response on a delivery date I decided to cancel my order. Impossible, however to have my $4,000 back. They keep saying they will send me a check, but that never happens. I'm very disappointed - and Pottery Barn doesn't care.

I ordered 2 nesting tables in July 2022. In October of 2022, one nesting table was delivered, the second was not. After several calls with customer service, I was put in contact with multiple warehouses, set up several more delivery windows, and product was never delivered nor was I ever contacted.

Each time I call, I am told that the product is available in the warehouse, they'll expedite delivery in a couple days, and they'll call me when the truck is 30 minutes away. The call never comes, and I have to start the process all over again.

Obviously, I am beyond frustrated. I just want the furniture I ordered 6 months ago. The problem is customer services tells me the issue is resolved each time I call and then nothing is ever fixed. Someone please help.

We purchased an "Avery Easy Care Rug, 9 x 12, Ivory, in August of 2021. We were very happy with the looks of the rug initially. While we immediately noticed that vacuuming the rug brought up an incredible amount of shredding and loose fibers, it addressed this within the product Care and Maintenance section as follows: “Shedding of loose fibers is normal and will diminish over time with regular vacuuming." Several months ago, we were surprised to begin noticing dark spots within the rug and most recently, upon closer inspection discovered the black spots are sticky and they actually manufactured this rug in India by gluing short white fibers over the top of black cords. Naturally, those white threads are loosening and coming off and we’re left with a tacky/shabby looking rug with sticky black spots. This is a completely defective product. I called customer service yesterday, 12-14-2022, and spoke with customer service. When I insisted, I was referred to the next level up (Hannah). Hannah stated there was nothing Pottery Barn would do and when I asked to speak to the next higher manager, she told me there wasn’t anyone else in a higher level position that I could speak with…she was “the end of the line”. We find it absolutely unbelievable Pottery Barn would sell, and continue to sell, this horribly defective rug product. Consumers don’t spend $1,000 on a area rug anticipating the life of the rug to be only a little over a year.

I ordered the 46" Maverick buffet. They just delayed the delivery until as late as March. I called to cancel the product since I don't want to wait that long. I was told that I cannot cancel. I don't understand why since they have delayed the product beyond what I first agreed to. Seems fairly deceitful that I can't cancel a product that I might not get until March. It feels like they just want to collect the $250.00 charge to deliver and then I will have to return it. Ridiculous. I don't plan on ordering from PB again.

Nov 4, 2022 - wife and I ordered the Toulhouse King Bed frame and 2 matching nightstands from Pottery Barn in Peachtree Corners.

We eagerly scheduled our delivery and watched the truck pull up. In a sign of what I can only describe as gross incompetence, whoever loaded the truck must not have read the order because the loaded only 2 boxes (one was the headboard and one was for one of the night stands). I was irritated but, these things happen so I called Customer Service - this started a 4hr ordeal before I FINALLY got someone who hinted they team had "left" the item at the warehouse. Putting aside how that happens in 2022, I was agreeable and made a second delivery appointment, Dec 12.

The 12th came and the truck arrived with... NO ITEMS. Apparently the driver had been told he was to help assemble the items we had. After a 1hr and 15m wait on hold with the Home Delivery team the answer became clear - they had marked the order as "Complete". After talking to the Rep, the have initiated a "Dock Search" as they have no idea where the items are, again, how in 2022 with Amazon delivering millions of packages a day do you not know where items are? Its crazy.

According to the same rep, the Dock Search would be executed for two days at which point the items will need to be reordered with a 6-8 week turnaround. Completely unacceptable. Two attempts and they completely failed. And getting through to their reps is neigh impossible. I am at the point where, if the Dock Search turns up empty, which I expect it will, I intend to cancel and get a refund though, other users make that sounds equally difficult.

I ordered a dresser on 6/26/2022. The delivery date has been rescheduled 5 times. I have called more than 20 times for assistance. No one from the initial customer service contact, to lead customer service person to the people at Ryder who I was directed to call, know absolutely anything. I continually get no information or wrong information. Beyond disappointing customer service! I would like to know what date I will receive my dresser which I need before end of year. Order number [protected]