Pottery Barn Customer Service Complaints - page 2

We've had the most disappointing experience with Pottery Barn. I'm never ordering from them again, and I advise people to do their research before ordering from them as well.

For the first time in my life I am in a position to invest in quality furniture. I have family that have bought products from PB in the past. I have seen and felt this furniture with my own hands - it's sturdy and good quality. I expected that same level of quality in the products I purchased, but I was SORELY disappointed.

I ordered 3 products from the North Collection: the North Reclaimed Wood Platform Bed (king), the North Reclaimed Wood Extending Dining Table, and the North Reclaimed Wood Buffet. I ordered all of these products at the same time, in July of 2022. It wasn't until September when the first product arrived (the bed) - and that's when the nightmare started.

Below are the details of the problems with each product.

BED
1. The bed was irreparably damaged by the delivery people putting it together. They put it together wrong, in the process damaging the legs so much that they couldn't be attached. They didn't let us know - rather, they simply set them under the bed to appear as if they were attached, and we've had to deal with the aftermath
2. I followed up with PB and replacement parts were ordered, but upon delivery they were parts for totally different beds in different collections
3. I had to contact Pottery Barn about the wrong replacement parts and I was informed that replacement parts do not exist for the bed (which someone should have told me before ordering replacement parts). At that time a replacement bed order was put in, with an estimated delivery of mid December 2022
4. Mid December 2022 came and went, and I heard nothing from either Pottery Barn or Ryder Last Mile (the delivery service) about our bed delivery, so I reached out a couple different times to Ryder Last Mile inquiring the status. They told me that some pieces of the bed were supposed to be delivered but weren't. I then had to call Pottery Barn, who told me that the missing parts were in fact delivered to Ryder Last Mile, so I was hearing two different stories. Obviously the 2 companies haven't been talking to each other, and it was up to me to figure out the mess.
5. Another replacement order was put in for a new bed. By this time it was January 2023. Between the customer service issues and issues with the other PB products we ordered, we ultimately decided to return all the products.
6. On top of all of this, I found out I was pregnant around the time our bed first arrived. We hadn't been able to use the bed at all given the broken state, so the whole time this mess was in the works my husband and I were sleeping on a mattress on the floor in a different bedroom in our house. (Don't get me wrong - I've slept on plenty a mattress on the floor in my life, and I know that's an incredible blessing in itself - we are very fortunate and I know many many people aren't afforded the same luxury.) I'm just saying that it's not ideal given that we paid a lot of money for this bed that we should have been able to have been use upon delivery.

TABLE
1. Once the table arrived, we were sorely disappointed in the quality. It was wobbly, and the material felt light, cheap. Given that it's an extendable table, the table top wasn't thick - quite hollow to accommodate the leaves (which makes sense) but I have seen many an extendable table and that fact alone shouldn't limit it's sturdiness. You can have a solid, thick table that's still extendable. I think this ultimately had to do with the material. It was easy to wiggle - definitely not what we were looking for. We returned this product.

BUFFET
1. Once the buffet arrived, we were again sorely disappointed in the quality (nothing new given all our other experiences with our PB products!) The insertable shelves seemed a different color and material than the buffet body. They shelves were reddish and smooth, while the body of the buffet was a sort of gray hue with a rustic/rough finish. It didn't match very well. Additionally, the construction was shoddy and sloppy. I'd compare it to a product we ordered from Walmart that you put together yourself. Honestly, might get better quality from Walmart. The screws and nail holes were visible just inside the buffet. The cutouts for cords in the shelves were rough and uneven as well. Additionally, there was a scratch left on the top of the buffet.
2. This product had been sitting in our home for just one month before we noticed that 2 large cracks appeared on the right door, splitting it totally from left to right at the top of the door and the bottom of the door. Apparently the door cracked from the level of dryness in our home. It was an confirmation that the buffet was constructed poorly and made from subpar material. Quality furniture shouldn't just crack and break that easily. We returned this product.

If you can imagine it, the easiest part of our whole experience with Pottery Barn was the return process. Thankfully we received a full refund for all the products, and they were picked up fairly quickly and efficiently from our home. Everything else (order to delivery) was a complete nightmare. Something about Potter Barn has changed between the time my family members ordered their products and from when I ordered my products. My guess is that Pottery Barn switched suppliers at some point, opting for a cheaper option but deciding not to lower their prices any. If they are offering this kind of quality and service, their products should be SIGNIFICANTLY cheaper.

I also don't like the fact that PB doesn't have any public reviews available on their store site or their store facebook page. I have heard that quality and customer service issues with PB are abounding, but we can't see that unless we dig into external review websites like this one. I really wish I dug into reviews before ordering my products.

I purchased 2 beds, 1 frame, 4 bedside tables, 2 sofas, 2 bookcases w/drawers. Of the 11 items, only 2 were delivered as expected. The rest were damaged, had missing parts, became lost, came weeks/months later than expected. The delivery hub and PB corporate are terribly and pathetically out of sync. I ended up devoting days waiting at home as well as tons of hours on the phone, trying to work out problems with deliveries that should never have been problematic in the first place. It's been awful -- unethical at best, possibly illegal at worst.

I have currently been in hold for 55 minutes as I try to resolve an order issue. I paid for next day delivery. It is 2 days later and I have not received my orders . They declined a refund for the $26 I paid for this service. The order is 12 hours away and they are still promising me a deliver today. Not going to happen and they will not refund my next day payment. For some reason they shipped it from Memphis to St. Petersburg when it was available for pick up in store 13 miles away. Bad customer service!!!!! I have now been on hold over an hour. I am an very dissatisfied customer who has purchased many many items from Pottery Barn for two homes. They put no value on customer relations! Not saying much for this company.

I have been dealing with your Princeton store. The assistant manager was extremely condescending and informed me that although the Internet said you offered Saturday consultations for in-home services, he would not be offering the same service because of being shorthanded. I was assigned a person that came not correctly with any information any product any anything and after a week I followed up, not hearing anything and she came to me with something a child could've put together. Your product is fabulous. I've used it before and I'm extremely interested in furnishing my house with It But cannot deal with these people can you help?

Ditto experience everyone else has had with customer service reps

Worst customer service I have ever experienced in my life.....Lost our furniture and after speaking with five customer service/distribution/scheduling people waiting two weeks for an answer unacceptable I am filing a complaint with federal trade commission

They lost our furniture and two weeks later we still have no answers. I have spent countless hours with these five people Sergio said he'd call us back never did Anthony called him spoke with him said he'd get back to us never did someone else from distribution didn't get her name I apologize for that. She said she would call us back she never did spoke with Renee from customer service also spoke with Roxanne from scheduling nobody seems to know where half our furniture is we have paid in full $10,000 worth of furniture and we got one chair one council half a bed the disappointing part is all the time I've spent hours calling being put on holdAnd no one giving me answers or passing the buck will call you back which never happens very disappointed with the service lack of service from pottery barn I am going to contact the federal trade commission if this is not resolved by Monday and our money refunded and you can pick up the chair half a bed in console....This would never happen with RH....We are demanding a refund for the 10,000 we spent.

Pottey Barn is definitely going down hill. Placed an order with shipping guaranteed by 12/15. Received it 3 days late with items missing. Then checked online and part of the order is scheduled to arrive ... in MAY!
Called pottery barn (this was for XMAS present) and was disconnected after 20 minutes. can't connect online. Can't send email. AWFUL. I will never purchase anything from them again.

Pottery barn in Appleton, Wisconsin. His post to the restroom out of service sign... But that's a lie. The signers of a permanent nature and they simply don't want to offer customers a restroom.

It has been over a year I am struggling with replacement and refund on a table I purchased from pottery barn. Spent hours on phone each time I called and no one has a clue what's going on.

I should have looked up reviews beforehand. I purchased an entire bedding set in store, however the items had to be ordered. rep told me they were coming from canada and that I couldn't have them shipped to store, rather I had to pay a shipping fee. after my order I find out that they could have been shipped to the store no charge. Then i get an email saying part of my order can't be fulfilled but i had no option to cancel the remaining part of my order. I don't want a partly made bed! then i get my package and have to pay the brokerage custom fees because they shipped from the USA! horrible horrible service. I will be returning the items, swallowing the shipping and custom fees and never buying from pottery barn or their affiliates West Elm ever again. ps: i had back and forth emails from pottery barn with their responses being dismissive and non-negotiating.

This is the worst company to deal with. And their customer service (Pottery Barn Teen) is so terrible that I don't have even words to describe my whole experience.
Called them multiple times about delivery and they lied that some parts of my order will be delivered on certain day, but eventually it's never been delivered. Eventually I had to cancel my order and create the return for the items that already have been delivered. And I still have those pieces for them to pick up.
They also hung up on me 3 times, they did that in the middle of the call!!!!! When I asked to transfer me to a supervisor, they never did that!!!
Also when I spoke to them I could barely hear them, the sound quality was awful.

So done buying furniture from this company!!
If they say the item is available and ready to ship DONT believe it!!! Over the last year I have ordered multiple pieces of furniture that I've been told are in stock only to have my delivery dates changed over and over and over again I am done buying furniture from this company. I've been waiting 6 months for a bed and dresser I was told was available!!

Never buy from PB. They have the worst customer service. Deliver damage product, take it away and then say it was shipped. I have been fighting for months to get my money refunded. NEVER NEVER NEVER BUY from Pottery Barn or Williams Sonoma. THE WORST EVER!!!!!

Worse customer service and quality of fabric on two sofas

I have asked a manager (via customer service number) to call me back over 2 weeks ago regarding my recent purchases and new cc.

Worst worst worst, I have been shopping with them for years and it's been horrible every time. Why do I keep shopping there?? Ugh

Table delivery severely delayed and pottery barn can't figure it out or communicate properly. It's two months late and they cite waiting on hardware, changing delivery vendors, or not knowing where the table is. It's been scheduled for delivery twice. First time- nothing. Second time I got an email saying it was delivered. I have to be home for the delivery and I was at home and nothing. I learned the driver was not even in the vicinity so I'm not sure why they think it was delivered. I wait on hold for hours and get hung up on or disconnected. Won't let me speak to a supervisor and nobody to take ownership. They think because it's been scheduled for delivery it's resolved. Really awful service.

Shipped the wrong item and have no idea where the item I ordered was shipped to. The item I orders was an outdoor planter. I received 2 pair of ugly grey velvet curtains. When I say to cancel the item they did not ship, I am told I will get my refund once I return the wrong item they shipped. Like I am going to keep on an item that is no use to me. So basically they are holding my refund hostage until I they receive the wrong item. Mgmt just keep saying it's their policy and agreed that it was wrong when I tell them that is awful. Very condescending Supervisor I spoke to. This is not my first bad experience with PB customer service. They have beautiful merchandise by their customer service is terrible! I've finally had it with them.

As a previous PB CS rep, it is not the PB CS reps. It is the company as a whole. They block us in the system preventing us from doing any cancels on items shipped from a manufacturer. Crazy thing is, On website they fail to let customers know what is shipped straight from manufacturer and what is not. It's a huge issue on the company and their policy.

Purchased Hawthorn quilt & shams in Aug 2021. This is a heavy weight cotton quilt. Put it on bed in guest room in November '21. Had it washed at Laundromat in Feb 2022. The color faded from blue to a purplish gray. Pottery Barn won't do anything because it is past the warranty of 30 days. Don't buy this quilt or shams.Pottery Barn does not stand behind its products. The customer service rep was not helpful.

Made an order on Friday 11/12 literally just for a stupid duvet cover and shams. $325 almost. On Tuesday morning when their CS opened (not even 2 business days later) I requested to cancel the order. They claimed on the phone that they put in the cancellation and sent the request to the vendor. The next day, I get an email saying they sent a cancellation to their vendor but could not guarantee. BS because there is no way my order could already have been in the process of making when they didn't plan to have it shipped for almost 2 months in mid January. So I sat there thinking sure, it's canceled, because i had received no further updates. Today, 12/20, they charged my bank account for money I don't have. I checked my email-no shipping confirmations or any other order confirmations of any kind. I checked their site, they claim the order has shipped and will be delivered thursday. I need my money back but looks like I'm SOL. Trying to open a dispute with paypal and get my money back before rent gets taken out.

HELP. Pottery Barn does not stand behind their products. I purchased and received a Cameron sofa 1 year ago. Quality was embarrassingly horrible. I called and was told we are not allowing a return but we will give you the wrong cushions for replacement and oh by the way here's a razor to remove the pilling of the fabric.

Called again and again. It was t until I put a bad review on Facebook that they actually agreed to the return. picked up sofa over 3 mo ago and guess what? They haven't processed my refund. Reported them to BBB, still no refund. Are they serious? I've called a dozen times and sent 2 dozen emails. Same BS response that a refund has been issued. It's a game. They are incompetent. Where's the refund???

DO NOT ORDER GIFTS from this company!!!!! This has been the worst experience of my online life. worst customer service, double order charging your credit card with out authorization!!!! will not accept returns!!!! 4 phone calls and still not fixed!!! will call again today and will update!!!!

Pottery Barns customer service is horrible. They canceled my order for no reason, tried to say I canceled it then the customer service department would not put me through to supervisor to even find out why it was canceled by a supervisor.These items were on backorder and now sold out.Pottery Barn is horrific and I will NEVER do business with them again.