Pottery Barn
Reviews and Complaints

I never received Pottery Barn Kids Halloween costume shipped Oct. 6. UPS tracking number is invalid. I have spent hours with customer service & they couldn't locate it because of wrong UPS number. Rep entered a return in the system noting that it was delivered! There's no shipment detail anyone can find since it was wrong tracking number.

Ordered PB comfort sofa with double chaise lounge and it was delivered with no slipcover. Order #[protected]. I have reached out to customer care and have provided photos with no return call/follow up, nothing! Have waited 5 weeks for the delivery and now we have a bare sofa we can't sit on. Extremely disappointed after spending a lot of $$ and have no answers or time frame when we can expect the slipcover to arrive. Very poor customer service. The side of the chaise cushion also soiled and almost looks moldy. I would expect more from pottery barn.

I ordered a rug in aug and never received it. I have called several times and emailed pottery barn with no response. All customer service reps gave me the runaround and kept telling me it is on its way with no tracking info. I finally got a straight answer that the rug is not available and was cancelled weeks ago... I am still out the $ with no refund...

Please help get this resolved.

Pottery Barn has failed to deliver my daughter's bed 2X now and my daughter has had no bed for 2 weeks because of their error. I am deeply disturbed by the complete lack of service I have gotten from Pottery Barn. I ordered a loft bed for my 5Y old daughter (Ava loft bed which is $2, 500) and have waited months to receive it. We were happy to finally schedule delivery on 9/27/2020. We donated my daughter's bed to charity and when the delivery team came to set up, the box was completely damaged. The delivery man said that he knew it was damaged upon picking it up at the warehouse, but they gave him the green light to deliver. When he came to our residence, he showed as how damaged it was and had to take it back. I was on hold for 3 hours with customer service as they were trying to locate a Supervisor. Finally, the rep informed me that there is actually no Supervisor available and I just wasted 3 hours of valuable family time. On Monday, my husband called and Pottery Barn scheduled another delivery for Friday, 10/2/2020, which is today. Once again, we were excited to get the bed so that finally my daughter can sleep in her own room. The Delivery guy came and informed us that they only had 50% of the bed (2/4 boxes). He has since left and I am now on hold, waiting for a Supervisor. It has been 45 minutes and I had to cancel my work meetings. * Update, they just hung up on me and I am on hold for 30 minutes now (again). This is absolutely unacceptable and I expect a partial refund and firm delivery of my furniture. I actually have ordered my son's bed, which also exceeds $2, 500, and it is on back-order until November. I am contemplating returning that item due to such horrendous customer service. I expected more from a "high-end" furniture store. No apology, no credit, no sense of servicing customers.

My order # is [protected]. I would like the business to provide a partial refund for such an inconvenience and a firm/successful delivery of this bed as soon as possible. I have also submitted a complaint on Consumer Affairs, BBB and other platforms. Additionally, I have posted this on my Social Media accounts and as a blogger, this will be featured in the Working Mommy segment next week. Please help me if you can, I feel completely helpless and Pottery Barn does not care.

Hello,
I am emailing due to my order of the Icelynn rug #[protected]. Our original order number is [protected] (Sandy Foushee)and [protected] (Lyndsey Feterl, my daughter) We originally ordered on September 6th & were provided with an email confirmation with note on confirmation order "No cancellation, refund, exchange". On September 10, I received an email that my order was cancelled.

I called next day, 9/11 and talked to Prince, a customer service rep. I told him I would need to talk to the supervisor since I believe that this might escalate. He asked me for Account numbers first, then mentioned that he could help me himself with my order. I told him the situation and he said that he would be able to re-order them for me with no problem. No supervisor would be needed. He re-ordered five rugs for me and two for my daughter Lyndsey. Credit cards were provided for both transactions and assured me I would be receiving my rugs. I was first told that my rug would arrive around October 16 to Katy, Texas and Lyndsey‘s rug would arrive around November 2nd to California. He mentioned there was some type of problem with first order, but no problem with this one. Lyndsey received her email confirmation and I did not.

I called today and talked to Phyllis. She confirmed my email and sent one to my daughter and I. About an hour later, my daughter received an email noting "Per your request, your order is cancelled". She did NOT cancel hers and I have not cancelled mine. I called back and got Phyllis again on the phone. I told her Lyndsey's was cancelled and she mentioned mine was also. I mentioned that this was second time our rugs were cancelled. At this time, I asked for a Supervisor.

After speaking with Prince and Phyllis, who were both very friendly and professional, I began speaking with the supervisor, Charlene. Her tone throughout our conversation was unfriendly and she eventually hung up on me. I'm not sure if you have recordings available, but I believe anyone from Pottery Barn would find her customer service appalling. She essentially told me they will not be delivered and Prince should not have taken the order. Considering this was the supervisor for your company, I was baffled to see this is how she handled my case.

I was told the error was in pricing, however, it was Pottery Barn's mistake, not mine and therefore I would expect Pottery Barn to uphold their end of the deal. I was not allowed to cancel my order and I expect that you should not be able to as well. We had two confirmed orders, money was taken out of our accounts and then cancelled by Pottery Barn as "Per my request"? I am very dissatisfied with how this has been handled and I would be happy to reach out to the Better Business Bureau if we cannot find a resolution. Thank you! Sandy and Lyndsey
New order numbers that were assured delivery:
#[protected] (5 For Sandy)
#[protected] (2 For Lyndsey)

The reward certificate amount, $475, was not deducted in the final checkout on Dec. 22, 2019. The checkout screen froze for close to 10 minutes. Finally a screen came up confirming the order, but it had no information about a new total being charged. I had copy/pasted the number from one of their emails. I saw it was deducted on the previous screen. I saw the Delivery Service charge I had purchased as well. I had no reason to believe the total from the previous screen would be changed during the 10 minutes it took to see the order confirmation screen. The total changing has never happened before on any other site I have shopped, in close to 3 decades! The new total was not shown in the confirmation screen. It was over 3 months after I filed the dispute and I received no correspondence from Pottery Barn. I saw the $475 recharged to their Comenity Bank visa. Pottery Barn clearly had website issues in December. I received emails with the expiration of the certificate changing between 12/22 and 12/23-coercion to buy something so they could ultimately cheat you out of the certificate amount? Their website froze many times while I shopped on Dec. 22, 2019. Their website crashed on me the day before- website integrity problems or code errors? I did their dispute process and after 3 rounds of my detailing everything with screenshots for Comentity Bank, including, examples of others with similar complaints, still got zero specifics to my proof. Their number listed in their letters don't even have a menu option for disputes. You have to keep hitting 0 and then after the person answering says they need someone's assistance, your call is disconnected. That happened twice, so end up writing them. They also add interest charges during the dispute, to your account. Then you're wasting more time calling to have that corrected. They did that 2 months in a row. I never received an actual response to my concerns. Their conclusion was the certificate wasn't applied. That's exactly why I filed the dispute! TOTAL WASTE OF MY TIME, for months! They did correct two format problems with THEIR form letters that I pointed out- you're welcome Comenity Bank. (Their header had a label and space for the dispute number but they never filled it in. They add a threat to report your dispute to the credit agencies on the back of first response letter, but that's after their closing with no mention of an attachment.)Pottery Barn employees really push getting you to open a Pottery Barn visa because of the reward certificates. Good luck using those- what a scam. And the sectional I bought- fabric showed extensive wear after the first 5 months last year. Pretty poor quality for $5000.

I ordered a bed. Right before delivery they told me there were pieces missings and could not deliver. I was told there were no other beds available. I called back and was told there were so this person canceled the first order and reordered the bed. I was charged twice but received one bed. I have been goint round and round with them to get my credit for the bed. There is no communication between anyone over there as I received a different story every time. Every time I call I am on the phone at least 30 minutes. I finally contacted the CC company to dispute the charge. Now the company has cancelled all the other orders that I placed for other items because I have a complaint filed (so I am told when I called). It's like the twilight zone. This is not the first time something similar like this has happened.

I ordered an outdoor Granada dinning table for $1200 and when it arrived, it was not the correct size for the space, so I called to have the table returned. I was provided an order number and told it might be a few days before I was contacted to arrange a pick up date for the table.

It has been 2 weeks and I called 4 times without any success at getting assistance from Pottery Barn support. I have been on hold a total of 190 minutes and although I understand everyone is busy and impacted by Covid-19, there is no excuse for Pottery Barn not to provide proper assistance, especially considering I have spent over $5, 000 on their products in the last couple months.

Today, May 20th, I waited 50 minutes and the representative told me she needed to connect me to the Furniture area. I asked her to speak with a supervisor and she put me on hold and back into the regular waiting area and no one ever answered after waiting 90 minutes.

There really is no excuse for the poor service from a company who charges premium price for their products.

Thank you for sharing this information and I hope Pottery Barn learns something from the several complaints listed in the different forums.

On Dec.10, 2019 I ordered an Ashton sleep sofa with a guaranteed delivery date of Jan.6. On Jan 7 I called to find out why it wasn't delivered. Spoke to Julie, then Olivia. They put in a request to cancel with the vendor telling me I'd hear back in 7-10 days. I called again and was told they would put in another request and I'd hear in 24 hours. I waited till Jan.29 and spoke to Deborah who reassured me that I'd hear back in 24 hours once again. It's now 48 hours and I called and spoke first to Phyllis and then to Frank. Frank cut off my call and didn't call me back. I redialed and just got someone else on the phone since Frank wasn't available. He should have returned my call since he cut me off. In the meantime, my order #[protected] has still not been canceled. I want my money back and my order canceled because now the delivery date was changed from May to June. I am NOT waiting for a June delivery when it was promised Jan.6 for my granddaughter's birthday. Elizabeth said she can only cancel the order 30 days from my original delivery date Jan.6. If I don't hear that my order was canceld by this Thursday, Feb. 6, then I will be contacting my attorney.

Hi,

I'm extremely shocked at such a poor customer service and false representation of services for such a recognized brand. Shame to the leadership of this brand for their mismanagement.

I placed an order on for a bed, which was cancelled without notification sent to me. Few days after when I called to follow up, after an hour of back and forth, and speaking to a manager, I was offered to choose a different colour for the same bed and PB will honour the same price.

Few days later, I called to confirm the preferred colour, and after spending another 45 min I was told that PB can't ship this bed after all due to logistical issues ( outright lie as a local store offered to source it for me but won't honour the same price).

After calling everyday, repeating the story ( there is no ticketing system and no notes were left from previous calls), I was told that PB won't honour their promise and good luck ( I was literally told sorry that our agent misrepresented our commitment but we won't do anything about it, and go ahead and complain).

I hope u can't get away with doing business as such for long.

Order placed online to Pottery Barn on November 6 for 2 table crystal lamps. Received 2 bases and 2 shades on separate days around December 2. Missing parts to attach them. Called Pottery barn and was told that they would send new ones with parts. Received 2 more shades. Never received new bases. Called and was told they were rushing me 2 new lamps and I should receive them in 2 days. Never received them. On December 30 returned 2 bases and 4 shades to Omaha Regency Store where I was told to do some shopping cause it was going to take awhile as they had to call it in. I returned to find the returned lamps assembled (ready for display?) which is all I needed in the first place! She made us wait while she chatted with 2 coworkers and then gave me a ticket with a refund of half the amount I paid for them on the receipt and said I must have bought them on promotion. I did not. I spent hours on the phone and made a 30 mile trip and I not only do not have 2 lamps but I have not been refunded the full amount.

Ordered a PB Pearce sectional sofa back on Oct 17th. Window has passed for delivery. Still not sofa in sight. No idea when it will arrive. Calls to CS result in LONG wait times, followed by staff members who are trying to get you off the phone as quickly as possible. They say they will 'transfer' you but in actuality they hang up on you. This happens OFTEN, I believe it is a tactic, resulting in you having to call back and waiting in queue again for another 10-15 mins. I'm telling you- it is intentional and happens more often than not. They must be trained to do this.

Last year we had a horrible experience with a bed delivery that took almost 5 months to get.

Look elsewhere, do not trust PB. I am curious if they are going out of business bc the customer service is one of the worst I've seen.

Had the Pottery Barn designer from the Greenville SC store to our home and we bought all the furniture he suggested
July 8 2019 we bought a sectional sofa, Ottoman, oversized chair and a office chair
This was all to be delivered in August but was not delivered until October 25 2019 and sectional was dirty.
In August we ordered a sofa, two bookshelves, chair and ottoman
Bookshelves were delivered 3 weeks later
October 23 sofa was delivered
October 28 email was sent to schedule delivery of chair and ottoman
October 29 receive phone call to say chair and ottoman are cancelled?
Really PB you can cancel 8 weeks later when I already have the other half of my order?
Truely the worst customer service ever
Buying furniture should be fun not a nightmare
Is Pottery Barn going out of business?
I have just read so many reviews that are similar to my experience
I am a very sad and frustrated customer looking for compensation on my purchases

I purchase a mattress along with my bed from pottery barn Jeddah Saudi Arabia . The mattress totally sank on one side of the bed and I went to pottery barn in Jeddah to ask them my rights regarding the guarantee . They informed me that the mattress was still under guarantee but because the branch I bought it from had closed down they couldn't help me and that I would have to go to the manufacturer of the mattress. I went to see them and they said they couldn't help either.

I ordered some nice furniture from Pottery Barn in early May. When I place the order ([protected]), PB confirmed all the furniture was in stock and they were happy to place the order and take my payment information. This is wear the fun began. The next day I received an email that some of the furniture was on back order. The message was disappointing, but some furniture wherever you purchase is backordered from time to time. First it was a month, then two and then three. I would call and try to find out what was happening and each time I was bounced around between departments and extentions. I had to spend 45 to 60 minutes each time with people that want to help, but seem to be totally clueless on how to handle issues. I have called PB no fewer than six times when I should have had to call them more then once when I placed the order. I'm not sure if it's the caliber of customer service or PB's horrible order system. I received part of my order, but even then, some of it was destroyed upon opening the packaging. The order was almost for $3, 000. The next thing that completely topped things was a random email from PB indicating the backordered item was no longer available and they were cancelling the order. No call to inform me, just a random email. The funny part was when I looked on the PB internet site, the same order they were cancelling was being offered for sale. I can't believe how bad PB customer order system is. How can a company with such great furniture run a business so horribly? I'm sure I will receive an email indicating PB is upgrading their order system and constantly training their customer service agents to improve the customer experience.

I would not recommend anyone do business with PB. If you can purchase the item from another vendor or internet site, please do it without hesitation.

Matt

Not only did my 8 month old Pottery Barn Turner couch break when I sat down on it, but I have been calling customer service every week for 6 months to try and get it replaced. I speak with a new customer service rep. Each time and am told that they are sending my information to their "furniture medic" team to come out and inspect it, but nobody from their "furniture medic" team ever contacts me. I am done with their department and tried calling the store manager. Well, I have up on him after waiting over a month. Now, I am waiting on the district manager to help.

Ordered a coffee table July 1, it was to take 6-8 weeks, they emailed to set up delivery for July 29th, the delivery company confirmed that Friday that the coffee table would be delivered for Monday the 29th. On Sunday at 3pm, they called to say that they couldn't locate the table, they needed 48 hours to locate it, and then reschedule. I don't know how a confirmed coffee table goes missing, but after 48 hours it is still nowhere to be found, and their response it well we will just refund you, or you can wait another 6-8 weeks for a new coffee table. When calling to complain, I was put on hold for 24 minutes, then transferred, then told I can wait another 20 minutes or have someone call me back in 24-48 hours. This is absolutely the worst customer service I have ever experienced.

Pottery Barn is running a real scam with their rewards program. We bought a lot of expensive outside wicker furniture in June. The salesperson (excellent employee) encouraged us to use the credit card because of the great rewards program. I received the email with my $750 rewards certificate. I made a purchase spending $316, leaving a balance of $433, I incorrectly assumed. I tried to place another order yesterday using my rewards certificate, it would not work. I talked to 3 different customer service people, # 1, very pleasant advised me to call in my order and maybe I could just add on, # 2 said no, it is a one time use, you need to spend the entire amount or you lose the rest. I asked to talk to a supervisor, he was terrible, no apologies, said we should have read the fine print. He was one of the rudest customer service individuals I have ever spoken too. My one error was not getting his name. I'm disappointed that I won't be able to shop any more at Pottery Barn, William Sonoma, West Elm, Mark & Graham or Rejuvenation. I will do my best to pass the word to as many people as I know how terrible this company is. The only possible resolution would be to change their policy. It seems from all the complaints I am reading online I'm not the only customer that did not read the fine print and is very unhappy with this rewards program.

Ordered and paid for a Danielle Lamp online and was given a few estimated dates for arrival, didn't arrive after two months, and by now I don't want it anymore. Trying to cancel my order/receive credit or refund.

Insult upon injury, since it's from a vendor, there are no means to update my address (I moved).

Called customer service and was told "My hands are tied, do you understand I can't do anything." "You can't cancel the order."

So now a lamp will be delivered to somewhere I don't live anymore - which I paid for?

I asked the phone person if I can escalate the problem to corporate or someone in their customer service chain of command (apparently they don't see the problem with delivering a lamp to an address where I don't live anymore), and she said she didn't know what that is, and apparently is doesn't exist.

Customer service should be everything these day. This company should be ashamed.

Pottery Barn is running a variation on a bait and switch with their rewards program. I bought an expensive sofa. The sales person highly touted the credit card as a fabulous rewards program. "You'll have hundreds of dollars in rewards to spend!" Indeed an email came, bearing my 525.00 reward. The email delivering the reward, says to "save this email as a record of your current rewards balance." And lots of bold boxed print about how to earn more rewards and get 10% back! Subsequently I called in a phone order to buy an end table that cost 226 dollars. Neither the sales person who sold me the sofa, nor the agent taking the phone order mentioned that the reward can only be used a single time, regardless of the amount being spent. Today when I tried to order another table over the phone, I was told that I had no rewards balance because I had already used the certificate. Imagine if you had 100, 000 miles in an airlines reward program, and you used 15, 000 miles to upgrade and then were told that was it, you had no more miles to spend. Pottery Barn is not offering a legitimate rewards program. It's more like a punishment.