Pottery Barn Overview
Pottery Barn has a 1.9-star rating, derived from feedback provided by 823 customers. In the Furniture and Decor category, it secures the 15th position out of 1164 companies.
Rating
Contact Information
Website
www.potterybarn.com
Phone
(888) 779-5176
151 Union St., San Francisco, California, 94111, United States
Pottery Barn Reviews
Jammal
Product Not Received
We have been billed for a product that has never arrived. The customer service has been rude, confusing and/or non-existent. Why should I pay for a product that I have not received? They would not!
Anonim
It’s difficult to get a straight answer
Love Pottery Barn. But the red tape to get things accomplished is very frustrating. Lost coffee table that I had to hind down for a month. Just to get products is a chore. Dont get me wrong my house is all pottery barn they need better communication with customers.
Francine
Damaged product with no refund or replacement
Bathroom vanity was purchased in January 2023 costing around $3600. Item was delivered in February without a hitch; however it arrived damaged. The granite top was in pieces. It's now almost AUGUST, and six delivery attempts later to deliver a new piece, each time it arrives damaged. PB claiming they will inspect before delivery to ensure it will not be damaged and it comes damaged again each time! I've taken six days off from work to accommodate the four hour window for delivery; i've paid a contractor five times to install and de-install the piece, and I still have nothing. Now the piece sits in my garage broken. My grandchildren have been cut on the sharp edges of the broken granite, I'm out $3600, hours and hours on the phone with customer service, and a piece of junk taking up space in my garage. NEVER. EVER WILL SHOP HERE AGAIN Go to Restoration Hardware or Crate and Barrel. They know how to ship without damage, and their customer service is far superior! All PB will do is offer me a 10% discount towards a new vanity, as if I would ever purchase from them again!
Trung
Order sent to wrong place
A catering business called me asking if I could pick up my order at there office in palm beach .since they dont sell back packs. Why was my order sent to the wrong place? Refund requested
Mary
Order #: 330302****14
Hello, I have spent literally hours on the phone trying to get delivery and compensation re: the chair I ordered on January 31, which has been sitting in a warehouse an hour from my house (in Albuquerque) since May 9. I now am told someone will call me at the end of July to schedule delivery end of July! That you charged my credit card the full amount 2 months ago adds to the frustration. This is after another expensive piece I purchased from PB was defective. And I still have no chair. If I ever am to use or recommend Pottery Barn again, I need both the chair and significant compensation to make this situation right. The customer service, ease of contact, coordination at distribution center, and any kind of courtesy or communication with the customer has been abysmal. Please verify this email was received, and what steps are being taken to correct this situation. Thank you, Mary Robinson Re: ORDER #: 330302****14
Patrick
Worst customer service experience imaginable
We ordered an open box item (chair) and they sent the wrong thing. I tried to refuse delivery of the wrong item and the delivery person would not take it back. I called customer service to try and get a replacement chair and they will not send a replacement, only a refund. This is entirely their mistake so now my option is to purchase a full price item. I understand their logic, but still I am made to bear the cost of an error that was 100% theirs. CS rep admitted policy wasn't fair. I appealed to everyone up the chain and all said no. This is after we have spent a significant amount of money with them this year (>$10K). This is all absurd. Every other "high end" company I've ever dealt with would have eaten the cost because it was their error. PB is honestly the worst and I will never order from them again. If you do, pray everything goes right because if it doesn't, vou're SOL.
Francis
Checking on an order
I purchased a Pacifica Trundle Sofa on December 2nd 2022, The sofa order stated; 'IN STOCK READY TO SHIP' estimated standard delivery Feb 3rd - Feb 20th 2023 I thought at the time, ready to ship why so long? but in any case that's the way it is... Its now Feb 23rd have not heard from Pottery Barn even through "PissedConsumer.com they said I would hear from them. Its impossible to speak with a person which I find really annoying and uncertain about my much awaited purchase. I have purchased several items through Wayfair recently and the service has been excellent even though we received a broken piece of furniture, I was able to speak with a person, the matter was professionally rectified the turn around was within 5 days. I felt valued and looked after!
James
Cancellation of piece of furniture
Spouse ordered a side chair for living room. When it was delivered we noticed that there was damage to ribbing on the chair. The delivery person mentioned it too and took picture of it. Upon looking at it we found it could be made to look good with just a little work so we didnt contact Pottery Barn for replacement, just let them know it arrived damaged. Unknown to us the delivery company also reported it as damaged and Pottery Barn initiated another order for a new chair, for which we were charged $1600 for the replacement. Well, we called and cancelled that replacement order as we were satisfied with the repair and didnt want to wait longer. We requested the $1600 be credited back to our charge cardPottery Barn refused, stating that the contract said ANY cancellation would not result in a refund. After weeks of calling and trying to get it reversed, we just gave up. So we are out $1600 for a chair that we didnt order, the delivery company did. Pottery Barn is a rip off.
Julia
Horrible experience received a rocker as a baby shower gift and the purchaser paid for white glove delivery, PB delivered it without the lumbar support pillow and have yet to resolve the issue
PI received a rocker as a baby shower gift that is around $1,500, the person who gave it to me also added white glove delivery service so it would be stress free. However, when the rocker was delivered, they did not deliver the lumbar support pillow that comes with it. I have spent hours on the phone trying to get the lumbar support pillow, the customer service and wait times with pottery barn are awful. Every time I talk to someone they tell me something different and every time I have to call its been at least a 20 min wait to talk to someone. It shouldn't be this hard to send me a lumbar pillow that goes with the chair and there is no reason a chair that is delivered with the white glove service should be delivered with out all the parts. I never would have accepted the delivery if I knew it was going to be such a headache to get the lumbar pillow. The chair was delivered early Nov. and it is now Feb, Pottery Barn has yet to fix the issue, even though the chair has been and is currently in stock online. I even had one customer service rep tell me to ask my friend to purchase the chair again, pay for white glove delivery and then when they deliver the new one send the old one back because it didn't have a pillow how that is an actual solution to the problem I will never understand. But I will never purchase anything from Pottery Barn again, this has been one of the worst customer service and order fulfillment experiences I have ever had. I have ordered items off Wayfair and have had a better experience. There is no reason they should be delivering something that is not as advertised, it's a deceptive business practice and Pottery Barns lack of customer service and ability to fix a simple issue is unacceptable.
Anonim
30 days for a backpack warranty?? Really?!?
Backpack ripped in top seam less than 2 months of use by a very responsible 1st grader. Not a tear that was caught on something, the stitching was frayed.
Anonim
I received a message that a charge was made on my credit card from Pottery Barn.
I received a charge on my Visa card from Pottery Barn. The agent explained what it was for and when I should expect shipment.
John
REALLY FRUSTRATED WITH CUSTOMER SERVICE
Not only were they rude but they refused to be helpful. The price of an item dropped after I ordered but before it arrived and they wouldn't honor the new price.
Netta
Worst Experience I've ever had!
I ordered a bed for my daughter. Waited 3 months. On the day it was supposed to be delivered they called and told me a part was missing. They needed 72 hours to track it down. They never called. I called them. They hung up on me twice. Now they want me to place a replacement order and pay MORE! then I payed for the original order. I don't know why anyone buys from them. I'm never doing business with them again.
Anonim
Return an item
Trying to return a rug. I was sent an authorization number but no bar code for ups. Customer service kept trying but no success. Ill bring it to a store for return instead
Elizabeth
WORST experience and waste of time EVER- do not order from Pottery Barn
Seven months ago I ordered a custom sectional from Pottery Barn. It was suppose to take six months but it was late. Fine. I can understand that. What I can not understand is them making it somewhere in the world where labor is cheap, sending it across the world to be within 10 minutes of my house and loosing it in their furniture delivery hub! It is there. They know it is there but they can not find it. So my now great choices are to reorder and wait 7 more months or start over. And just to be clear, it took me no less than 27 hours on the phone with them to even find this out!!! They suck!! Do NOT order from them. It is not a covid issue. They are idiots!
Carrie
DO NOT BUY THE MELANGE QUILT #794**** COTTON HANDCRAFTED QUILT
Here is my review of the item I purchased twice - DO NOT BUY THE MELANGE QUILT #794**** COTTON HANDCRAFTED MELANGE QUILT OR OTHER PRODUCTS FROM THIS LINE. There is zero quality control and more than once this item was received severely defective and should never have been approved for shipment to a paying customer. I ordered the Cotton Handcrafted Melange Quilt #794**** at a full price cost of $279. It has two obvious black marks at the front middle of the quilt. I called customer service and waited almost an hour for assistance. I ordered and received the replacement and was APPALLED at the condition of the replacement. This one was in FAR, FAR WORSE condition than the first. It had about 35-40 appx dime sized black marks throughout and had some kind of disgusting crunchy brown vegetable matter or insects sewn inside beneath the gauze of the quilt! Zero quality control. To add insult to injury, I waited another 45 minutes to speak to a customer DISservice agent who kept me on hold another 30 minutes while she checked with her supervisor to see if I can receive a discount to keep the first quilt. Terrible customer service - the options were to return the first and second damaged quilts or go through the hassle of ordering a third quilt which I would have to pay for AGAIN, then wait on hold for an hour and a half for the third time to get the return for one or both of those quilts which I declined. INSANITY! Even though they admitted that they would damage out the first quilt since it is unsaleable, and I would be refunded meaning they would not receive any money for the damaged item, they refused to provide me with a discount to keep it. Not to mention any compensation for all my time on hold both times and the time I would spend on my day off packing up the giant box it came in, driving to the store to wait in line to make a return for an item that SHOULD NEVER HAVE BEEN SENT OUT TO A CUSTOMER. I have plenty of photos to prove this. Absolutely despicable and gross treatment of customers and shoddy and possibly unhygienic and dangerous materials / craftsmanship. This is a new low for Pottery Barn. I will never ever shop PB again.