Pottery Barn Customer Service

I will never buy anything from Pottery Barn again. Your co. is the worst. Your customer service is terrible. I spoke to three reps today to get information on how much of a refund I would receive. I was told I would be getting a refund for the item that was delivered and would still have to pay the shipping charges. However, another item I was canceling had not even been delivered to me yet and was scheduled for delivery Feb. 20. I cancelled that other order online 0n Feb. 3 and a page came up that said my order was returned or in process of being returned. That page led me to believe that was all I had to do to get a refund. A rep said today that I needed to speak with a rep to get a refund. Since when does a company website show that you have returned an item but neglects to tell you you needed to speak with a rep. Turns out I am being charged $300 shipping charges for that item that I never even received. When I asked for an exception the manager said n o. Therefore I ended up cancelling two other orders. This is the worst company I have ever dealt with. I will never ever buy anything from pottery barn again.

Honestly the worst customer service I have ever experienced. After cancelling an order for no reason with no notification or outreach - a Christmas present due to be received before Christmas - I had to call and email multiple people. No one could answer why it was cancelled and their only solution was to place a new order, to be received after Christmas. This isn't the part that bothers me the most. The disinterest and level of unengaged boredom I had to deal with when talking to customer service was just awful. It's clear the people staffed to deal with issues don't want to be there. But this a retail store, in my case PB kids, so a kids retail store, supposed to be fulfilling wishlists for a children's holiday. The least you could do it pretend to be sorry.

They sent me one wrong stocking in a pair. They would only give me the refund for one stocking even though the stockings were now out of stock. I have one matching $65 stocking now.

Do you enjoy ordering one thing and getting another?

Do headaches and inconvenience make you happy?

Do you enjoy wasting your time and hard earned money?

Do you have a cell phone plan with unlimited minutes? (This is important because you will need them because you will be on the phone for HOURS, for multiple days trying to be treated fairly)

Are you more patient then Mother Teresa?

If you answered "NO" to any of the above questions, DO NOT shop here.

Want to know how I became, "the Grinch"? It was from dealing with pottery barn

Want to keep the "Merry" in your Christmas? Then stay the heck away from pottery barn -

I purchased a bed and two nightstands from Pottery Barn and paid for white glove delivery.
One of the nightstands was delivered via UPS without prior notification and left outside the house a day that was pouring.

The box got wet .

I called the store and also went in person to talk to a manager. I explained that the table needs to be removed from my house because I do not have room for it at the moment.

It has been 5 days since the wring delivery and I still has not been contacted to schedule that pick up.

This is a great inconvenience . The box is huge and it is at my house entrance.

Customer service has been very poor.

I am very dissapointed

They sent me a dirty used $700.00 rug and tried to pass it off as new. How do I know this? Because the previous customers paperwork, including her name was taped to the back of my rug and her reason for returning said it was defective with loose threads. My take it looked like an animal had an accident on it, they tried to clean it up hence the loose threads. Called customer service the same day the rug was delivered said it was stained. He said I'd have to talk to somebody in another dept to see "IF" I would be able to schedule a pick up with UPS. I said that's not right for a customer to be responsible for hauling around a large rug when you shipped it to me used/dirty. So he transferred me to someone that let's just say customer service isn't their calling. We're on the phone for over an hour attempting to resolve this. Unfortunately, I used a giftcard and merchandise credit to purchase some of the rug. Backstory: I received the merchandise credit for an air hockey table I had ordered for my sons bday that never arrived, never had plans to arrive even though they never notified me and I called
them and was told to order it on Amazon. Sad but true. Finally, I said I need a supervisor because we're getting nowhere at this point. They kept stressing I needed to repackage it in the original piastic for pickup? I said they seem really concerned this is wrapped in plastic and that it needs to be thrown out and not shipped to another potential "sucker". She said she didn't agree with that statement - I said I wouldn't expect her to but let's just call a spade a spade.Then she tells me the first person I talked to shouldn't have transferred me. Not sure why she is explaining more of the problem that I'm not responsible for but whatever. I'm trying to get all cash back at this point because this store sucks and I'm done dealing with them. But alas, I am still stuck with merchandise credit. I will spend this merchandise credit and NEVER spend another cent at pottery barn for the rest of my life. They don't care about the customer or the quality of their products. They treat their customers as morons they can pull one over on. Also I ordered an ottoman many yrs ago from them for a nursery and received...a lamp. If this was a relationship it has been red flag after red flag. I'm breaking up with you pottery barn and it's not me, it's you!

I purchased a bed cover and three pillow shams. The bed cover arrived in Pine (color ordered) fairly quickly. The pillow shams arrived in Merlot (not ordered ... wanted Pine). I called Customer Service and they reordered in Pine. I got a second set in MERLOT. Again contacted customer service and they reordered Pine. Again I got 3 shams in Merlot. Again, I contacted Customer Service and requested to speak to a supervisor. I have been on hold for over 33 minutes trying to speak with a supervisor to no avail. The agents I have all spoken with have been nice but the problem still has not been resolved. I am not even sure they have supervisors as I certainly can't seem to get to speak to one. I expect this to be resolved and they can pay for return of the 9 Merlot pillow shams that I now have !!!!!!!!

Worst customer service ever

Went to Mobile Alabama store. Walked in and the three associates looked at me and continued their conversation. A lady walked in behind me and one of them ran past me to her. One of them suddenly said something when she saw me look back at the associated helping the other lady behind me. I told her no thanks and left

Pottery Barn has the worst customer service process. A few weeks ago I attempted to make a purchase. In the middle of the transaction their system crashed. Of course however, the system still managed to take my money but the transaction was left in a pending state. The representative was unable to complete the transaction. It was late Saturday leaving no one available to assist in rectifying the issue. I had to leave with NO product and NO refund. I called Monday, there were no updates, a call was returned Wednesday explaining my options are to inconveniently drive back to the store for a credit although store credit was not how the payment was processed or wait on the phone with the credit card company & dispute the charge, fill out a dispute form & wait up to 30 days because I also will be receiving a new card. I am not understanding why Pottery Barn was unable to return the funds back to the same card?? At this point this seems like theft because Pottery Barn has allowed a consumer to leave with no product and they still have my money. Weeks have gone by & I have not heard from this store's GM & they are aware of the situation. I am currently waiting for a response from the credit card company. I could have taken the credit but considering the way this situation is POORLY being handled I would not recommend doing business with Pottery Barn. I have seen other reviews & if I can't get a refund for something I had no control over, I can only imagine how difficult it must be to get help if you have actual product to return.

Horrible customer service and long delivery window. I ordered a Linwood Platform Bed and it took them almost a month to deliver. I selected the bed because their website mentioned that it is compatible with adjustable bed.

The bed came and was assembled within 45 mins. Great! Thought everything was fine and since I had to also attended to a screaming newborn, I didn't even take the time to properly check the item.

That night, I found that I couldn't use my adjustable bed properly. I can either flattened the head or the feet but not both without it scraping the bed.

Called customer service and they submitted my complain to Ryder. Provided pictures and video to Ryder and haven't heard back. It's been over a month. Emailed customer service and received no response. Called them again and was asked to contact Ryder since it's not on them. Well, Pottery Barn, you sold the item and happily took my money so yes, it IS on you.

Never again. Was excited about my first big purchase from pottery barn but now I'm regretting it.

There is an ongoing issue with Pottery Barn...everything is on BACK ORDER. I ordered a lamp on May 23, 2023 and the shade arrived on July 5. No base. I'm told the base is...you guessed it...on back order until July 19. So when it will be shipped is anyone's guess. I only ordered the lamp because they claimed it was in stock and ready to ship. This company is a joke, and this is my last purchase there, ever.

Everything is back ordered and when it finally ships they call to tell you it was damaged and will have to replace it and reschedule delivery. This has happened to me twice now and I still have dining room tables I'm waiting on and do not look forward to dealing with the same bs for a third time. Not to mention the quality of the furniture is not worth the price point. I'll never order from
Pottery Barn again. Not a coincidence they don't have online reviews.

I have never dealt with such poor customer service in my entire life

WOW pottery barn! -10 (negative ten) out 10 rating-registered for several items on the website for my bridal shower, My bridal party ordered items on 8/18/22. They had received several emails after that the dishes are on back order and would be sent on countless different dates- about 5 emails or so rescheduling. The latest date was May 10-12 when I didn't receive the items yet again for the 5th time- 9 MOS. LATER-I called customer service who advised me that the order has been canceled - no email was ever sent out in regards to the order being cancelled.They told me that they would send out an email and re-process the order and would receive in 24-48 hrs..nothing came! I called again, asked to speak to a supervisor which I was told I was unable to speak to one- the WORST customer service I have ever experienced. Would LOVE to hear anything back and receive any compensation for waiting over 10 MOS. for dishes that are not restocking and with no communication that they were not!

I still haven't received my refund for the 2 pillows returned.
Return Date: December 02, 2022
I have been calling Pottery Barn for company for 6 months and still no refund.
Can you please help me. I keep getting transfered to different
departments and no help.

Delivery never arrived and customer service never knows where the item is only that is "in transit". They are rude and have no clue where product is. This is the second time we had to cancel a large rug because after months because they don't know where it is...worst costumer service ever

My main bathroom has been out of commission for a while due to a leak in the floor. This spring, I finally saved up enough money for the renovation, which I scheduled during a two-week vacation.

As the centerpiece of my new bathroom, I selected a vanity from Pottery Barn that I really liked. All of the other design decisions for my bathroom (e.g., fixtures, tile, paint...etc...) were based on this one vanity, because I really, really loved the vanity's design. Soon, I ordered it and found out that it would be arriving while I was on vacation, which I didn't think would be a problem since my contractor would be at my home to receive the product.

Long story short: I got back from vacation the other day, and I checked my bathroom to see how the renovations were progressing. To my great dismay, I learned that Pottery Barn had shipped a completely different vanity (different in color, finish, material...etc...) from the one that I wanted--and my contractor (assuming Pottery Barn would send the right product) had installed it in my bathroom. It looks terrible (of course), so it now needs to be taken down. (More on that later!)

If Pottery Barn had sent the right product, my bathroom would be up and running (100%) by May 19th. Instead, I am facing what will surely be a weeks-long headache that will delay the availability of my bathroom by at least 6 weeks.

When I called Pottery Barn, I was told that there was no way to speed up the shipment of the product that I actually ordered. (The new shipping estimates are June 8 to June 28.) The new shipment dates are inconvenient on multiple levels.
First of all, I will be traveling at the beginning of that date range. (If the vanity shows up then, I will need to have a friend on call who can let them in.) Second of all, if the vanity shows up later in the range, then my contractor might not be available to finish the job quickly. I cannot have the plumbing work done until the vanity is installed, so Pottery Barn's shipping mistake may very well create a serious bottleneck in the process to finish my bathroom.

In exchange for their extremely inconvenient mistake, Pottery Barn has very un-generously offered me a 15% discount (probably in store credit, though they haven't clarified), which two customer service representatives told me was the absolute most that they could give back. To think about the absurdity of this offer, consider the following. 15% of my order is $152. Is losing access to my primary bathroom for 6+ weeks, and I should state that Pottery Barn's mistake is the single direct cause for that delay, really worth only $152??!? (That's less than $4/day that I cannot use my bathroom. Would you accept less than $4 per day in exchange for not using your primary bathroom?)

The first time that I talked to a customer service representative, they told me that I would have to speak to a supervisor to get a bigger discount/compensation for Pottery Barn's blunder. They assured me that their supervisor would call me within two days. Not surprisingly, the supervisor never called me. (Based on what I've seen on the internet, this seems to be a common pattern for Pottery Barn. More evidence for this: the customer service representative refused to give me a name/phone #/email address for their supervisor.) I called customer service again a couple of days later, and this time, they told me that I could only talk to a supervisor (to discuss further compensation) after the correct product was delivered to my home (again, probably...hopefully...in mid-late June). Clearly, either one (or both) of these representatives was lying to me.

This is my first experience with Pottery Barn, and I have to say that I'm quite disappointed. Their approach to customer service, as far as I can tell, is this: if you wear down the customer with long waits and constantly unfulfilled promises, maybe they'll eventually just give up and accept the embarrassingly low compensation offers that Pottery Barn is willing to shell out.

I'll conclude with one last thought about Pottery Barn...

If a company took pride in their customer service, would they really eliminate product reviews from their website??? It's clear from CustomerService Scoreboard (and many other internet review sites) that Pottery Barn has made a deal with the devil and sacrificed decency/honesty/respect/customer service for profits.

The only way that I would even CONSIDER buying from Pottery Barn again would be if they make a very substantive effort to compensate me ($500+) for the extreme inconvenience that they have caused me by shipping me the totally wrong product!

Purchased a linen waffle weave duvet cover against my better judgement .
It was waaay overpriced and the material easily snags loose threads everywhere within a week and not washed...bad judgment on my part , shame on PB for overpriced bad quality product. Never again !

The worst customer service ever. Waited weeks for a $2500 storage bed, added white glove service and upon delivery, bed was broken with differing paint on the the 3 individual pieces. Customer service was not helpful, indicating another 6 week wait. Pottery Barn has had my money for almost 10 weeks with no definite delivery date in sight. Never again.

Pottery Barn has always had a stellar reputation in my mind, dependable customer service and quality items. No longer.

On December 5, 2022 I ordered a set of 4 bar stools for a Christmas gift. When I received a notice they wouldn't be delivered until February 28 I was patient thinking they were being made for the order.

On February 28 no stools were delivered. A check of tracking showed that the stools will now be delivered on March 13.

Contacting customer service was not easy. I finally called a store and they advised that online items were not connected with them and they had no way to get me any information OR a phone number.

I combed through the web site and finally found a number I thought might work. I got a representative who barely spoke English and was admittedly working from home. Every single question I asked she had to put me on hold to contact her supervisor.

45 minutes later I asked to have the supervisor contact me directly, which he did. He advised that my order was with a third-party vendor and they have no control over what they do. I challenged that when something is sold under the name Pottery Barn they certainly should. They are acting more like Amazon than the Pottery Barn I used to know.

Bottom line is these stools are not being made. My money will be returned. But that is not the issue. I chose these stools after a long search and much decision making. They were beautiful and just the right gift. Why did Pottery Barn string me along since December 5 saying they were on their way?

Pottery Barn, step up. You've disappointed me for the first but definitely last time.

Bonnie Golian
Order #323392900508

A 6 week wait for a counter height table ended up taking 9 months to deliver and I still do not have it. After missing the 6 week mark it was delayed another 2 months via an email from Pottery Barn. Four months after the order date the table started to ship from their warehouse to my local area and it took no less than a month for that process. The in-home delivery team lost the table top and claimed they had the legs so no delivery occurred after the legs sat at the delivery center for a month. Pottery Barn re-ordered the table and over three months later I got another email that it was shipping again. This time only 2 weeks passed before it was ready to schedule a delivery. Called immediately after getting the last email and scheduled a delivery date which was 3 weeks out. Today the table was supposed to be delivered and I received 2 emails with the date and time showing March 1st. I called today, March 1st, to check on the delivery status and not to my surprise they changed the delivery date to tomorrow, (without notifying me) the exact time I have a doctor appointment scheduled. I'm not even changing my doctor appointment or delivery date because I believe it's all a lie and it won't be delivered.
NOW FOR CUSTOMER SERVICE. Customer service as we all know it does not exist at Pottery Barn. Yes, they answer the phone and yes they are full of apologies but the actual truth is that Pottery Barn customer service has no authority to do anything about any situation in my experience. I'm not kidding when I say that I had to call Pottery Barn over this issue a minimum of 30 times. Not even joking. I have literally spent one and a half full days of my life trying to get something done about the poor service they are providing. In no way was I rude to them yet multiple people were frustrating, rude, and just gave me an attitude as if I was ruining their day. No joke. I was treated as if I were a burden but definitely not like a customer that had been lied to 30 times, many times by separate employees. This morning I spoke to a supervisor, Holly. What a peach. She actually told me for the 4th time I'm telling you I can't do anything for you. This occurred while I was asking for them to email me my new appointment date and to give me some sort of proof it was actually scheduled for tomorrow. She absolutely refused to send me that information. This isn't uncommon for them. If you want to speak with an upper level manager FORGET ABOUT IT. I spoke with two supervisors that promised to have upper management ie their supervisor, to call me. They said they would and they never did. Yes I have voicemail and never once did I receive a call from them or miss a call where they left any sort of message. Juanita W. J.
Pottery Barn Senior Lead, (mercifully removing her last name) was one of the supervisors that had absolutely no authority to do anything promised me her supervisor would call me. I have her name only because she was the ONLY person that gave me an email contact. Well guess what, her supervisor NEVER called. I emailed her again and she again said they would contact me. NOPE. I offered to have them ship via FedEx, UPS etc and offered to pay more or have them keep the difference from the 400.00 home delivery fee. I offered to pick it up myself from the delivery center. NOPE. Pottery Barn just DOESN't CARE. As a veteran I feel like they treated me like trash over the last 9 months. Here's my warning. The reviews on this site are REAL. AVOID POTTERY BARN AT ALL COSTS. I will NEVER buy a single thing from them again. Horrible customer service because Pottery Barn actually doesn't have any.
UPDATE: as I was writing this they called and asked to deliver to us tonight. SUREEEE. They came by (well after dark) and dropped it off BUT they didn't bring the legs, just the marble insert. Not even the whole dang table. Ugh. It will sit in our garage for another 9 months I'm sure. This is a JOKE.

Horrible costumer service. Rude condescending and keep sending you to multiple representatives . Probably the worst

I am not sure what is going on with Pottery Barn. I ordered a set of dishes and they send me the wrong ones. They acknowledged their error and gave me UPS return label, which I returned. I receive the new dishes and they were the the same wrong ones AGAIN!! I call and just ask for a refund and ask for them to be picked up, well manager says no, must bring to UPS store again. Wow! That is really unacceptable. I wasted a lot of time on this. Second issue I had was I ordered two sale Christmas candle holders. They came so scratched up, looked like garbage. I brought them back to the store and the customer service rep apologized and couldn't believe someone actually sent them out like that. This was all the same order so I wasted so much time on this and they certainly didnt care. It is a shame because I really love their decor. They used to be such an outstanding company. I hope they will improve. I'm not ready to stop shopping there yet but I hope I see an improvement.

Today I had a very good experience with Pottery Barn's customer support. Katina was patient and spent a lot of time helping me.

I have been shopping at PB for twenty years. Customer service has always been exceptional everytime I've had to deal with them. Yes, sometimes the order has been messed up a little, but CS has always taken care of it. I will continue to shop at PB.

I would like to leave a positive comment regarding the assistance I received by Eric regarding a return label issue. Eric was determined to help me resolve this problem and he did just that. He was friendly, considerate, and went the extra mile for me. He reached out to Anthony, a member of his support team for additional help and gave credit to him for his help which showed Eric's upstanding personality. I want to thank Eric and Anthony again for all their help and wish them the very best.

I would like to give HUGE credit to Lynn for her willingness to help with my online order. She was very understanding, knowledgeable and eager to follow up on my problem and my questions. She is an asset to Pottery barn, especially during this busy season. THANK YOU, LYNN !!!!! Sally Foster

The wedding registry gifts were not available on line but I could ask individual stores. The Myrtle Beach Pottery Barn gave me exceptional service.
Leslie took the #s of the items I was in search of and called me back with great success. Made sure the items were taken off the registry and I had all my documentation.

We ordered two chandeliers online and we are VERY impressed with the customer service, the promptness of delivery and the quality of the chandeliers. I wish I could remember the customer service representative who assisted me as I would like to let Pottery Barn know about her!!

In April we ordered a Pottery Barn Kids bunkbed for our grandchildren who were due to visit in May. The bed was delivered by a competent, friendly delivery person who, upon opening the box, discovered a major part was missing. He boxed up the whole thing and took it back. Unfortunately the warehouse was unable to send a replacement until AFTER our grandchildren's visit was over, so we cancelled the entire order. [We fully expected to order again in the near future, but having it delivered after we make some structural changes that would mean having to disassemble and move the bed twice,] Although it took several emails and calls we reached a settlement that was favorable. We will try again soon to order this piece.

I want to let you know how wonderful I found Kevin Kaiser, store 303 @1965 Broadway, NY NY, to deal with. He is a treasure. I had ordered the Paige Desk Chair online at an attractive price. When I called and spoke with 4 different customer service people, plus one supervisor,I never got the same answer twice as to when I would get the chair. I then went into the store to check availability at the great price I found online. Kevin called me two days later, found the chair for immediate delivery and at a great price. He is a self starter, extremely nice and efficient. He changed my mind about Pottery Barn. After my online experience I didn't think that I would do business with you again. Kevin has restored my faith in your service and will definitely seek him out in the future. You need more Kevins! Helen Tocheff

Recently went to the Pottery Barn in Wiregrass Mall, FL Will was working and really was a big help trying to coordinate my colors and actually went in back room found a sample of my rug and coach and put them all together for me. Awesome customer service.
Thanks Will

I purchased a sofa from the PB outlet. A few days after delivery I noticed the center sagging and contacted the store. The employee (I believe she is the manager?) asked for pics (we determined that the delivery company probably dropped it and cracked the frame). Fortunately they had just received another in the same style. It is being delivered, exchanged at their expense and she even reduced the price and refunded the difference. This is what customer service is all about. I couldn't be happier. The employee (Rae) handled it perfectly.

Lynette Price at Potterybarn Galleria in Edina was excellent to work with! I rushed through the store in a hurry and purchased a very large amount of items for a model for the fall parade. Lynette was professional and patient and efficient and very thorough. Thank you Lynette for your fabulous service. An amazing associate.

I live in an area where there isn't a Pottery Barn store so everything I get is done through their website. We are building a new home and I ordered some lights for an entry way. When the box arrived it wasn't my light but a lamp instead. The next box had a packing slip that said all three of my lights were in the box when there were only two. In both instances customer service was helpful and fixed the problem but thankfully I wasn't in a hurry for my lights. I also applied for their credit card and there was a charge on my first months bill that I didn't make.

I love their products and I feel that the lights and bedding I ordered were decent quality, but if you order from them on line don't be in a hurry and double/triple check EVERYTHING!

My experience with Nancy Taylor at Corte Madera Store CA was wonderful. She anticipated my needs, answered questions and carefully walked us through the purchase.

I recently contacted your Dallas store{756) looking for an item *sold out". To my good fortune, there were 2 there.

Your associate Jennifer assisted me and she was an enormous pleasure to wprk with--efficient,knowledgeable, and

ever so pleasant! She took measurements at her suggestion and to my advantage and offered information regarding

purchased a sofa at the wilmington nc store. excellent service and i am very satisfied.
salesperson was loraine (0961)

I go to the pottery Barn in Hsv Al and Sheena is awesome!

Pottery Barn in Huntsville Al is awesome Sheena is just wonderful

Good afternoon I went to pbk at Fair Oaks Mall on a very busy day which they were short of staff I met the Nursery Manager name Shiloh I believe I finally got a chance to meet the face that goes with the voice she's very helpful very warm hearted has to be a mom she made me feel warm and welcome when I went into the store even though they were short of staff she made her way to get me I contact and talk to me for about 30 minutes or more but I think she's an awesome manager and I don't mind going back for their service

We have found every single person who has helped us with our problem VERY helpful.

I had a very positive experience with customer service today. Although I was holding for a while when waiting to speak to someone in another department, both people that I dealt with were friendly and helpful.

My experience at the Skokie IL store was excellent.Staff very professional and helpful PAUL was the best. He helped me with all my questions and even offered to stop by my condo to help me uncrate a chair. I purchased a Montego pedastal table and 4 Queen Anne chairs. Only 3 chairs arrived-my maintance staff helped to uncrate them. PAUL offered to come by to help with the last chair. He was helpful with the price of the table (now lowed for discontinuation and the chairs. He is a jewel-give this gentleman a raise.

Yesterday I contacted Pottery Barn by phone to ask why I was showing different pricing for items I was trying to order online. A customer service representative named Sunny was unbelievably helpful and friendly and I ended up placing my order with her. She was absolutely the best person I have ever dealt with not just at Pottery Barn but EVER. Value her. I was just sent on online survey of my experience but it was over before I had a chance to personally comment on a good experience. This was one time I strongly wanted to express what a pleasure it was to deal with an order by telephone.

speaking from experience a UPS Employee, if you have an item you are shipping back to any company, that company must either provide a return label with their account number, or they need to give you the account number to have the returns billed to. If they don't and they tell you just to schedule to pick up and have the packed items sitting outside of your door, what will happen is, at least I know from UPS standpoint. You as the shipper will receive a bill for the items shipped. PB or any vendor needs to make sure they are doing their due diligence to make sure the returns and not only processed correctly internally but also as it relates to shipping the item back. Just a FYI for everyone in the future