Pottery Barn Customer Service Complaints - page 3

I purchased a Pearce sectional in May for my new home in Florida. When it arrived I was concerned it was too large for the room. When I went to the store in West Palm Beach the manager, Val White, wanted nothing to do with me. She brushed me off saying I needed to speak to the designer who assisted me with the purchase. I was very put off and vowed that is the last time I would purchase furniture from your store.

I have literally spent over $5,000.00 for Pottery Barn merchandise since September. One of my order was 2 Mickey Mouse Pillows. Shortly after I received them, they went on sale for $21.00 a piece less than what I paid for them. I called to have the price adjusted and I was told I would have to ship them back and reorder the pillows.They said they would charge me $12.00 for shipping if I returned them. No where in their shipping policy does it say there is a charge for return shipping. I will dispute that with my bank.I told them that I do lots of business with them and this isn't about 2 pillows but the thousands I have spent with them in the last month.I have 6 pending orders that I have canceled and I refuse to business with Pottery Barn. My money will be spent where I am treated better and not getting ripped off.

I purchased 2 x Lucas Bar Stool from PB (w/intl shipping to Singapore) early Aug. Received delivery of 1st bar stool on Aug 20 but it came with a broken leg. I reported it to their Intl PB customer service by email with photos of the damaged stool and Peggy M of their customer service confirmed that that a new one will be sent as long as I return it using the return instructions from Borderfree - which I did on Aug 22. Coincidentally, the 2nd bar stool arrived the next day. After that I sent an email reminder asking when I will receive the replacement order - to which they replied that the replacement has been issued and that the shipping will take 5 - 7 days at Borderfree. On Sept 6, I sent another email reminder asking about the replacement and was informed by their Peggy M, that it has not shipped yet with an arrival date to Borderfree between Sept 12 and 15th. On Sept 15, I sent them another email and told yet again by Bree S, that UPS is anticipating delivery to Borderfree Warehouse on Sept 16. After that, it was nothing but silence. I made a couple of calls to the Intl Customer Service hotline and was told that they will call me back on my mobile after they speak to the supervisor. Again, radio silence. On Sept 27, I demanded the status of the case and only to be told by Celena K, that it appears I "have received a refund on Aug 30...the return was made and created however when the replacement was issued in Borderfree, it was marked as for a return refund credit and not a replacement in their system". I checked my credit card statement but NO SIGN OF REFUND UNTIL TODAY!!!!! Georgia G then told me to contact [email protected] for help regarding the refund status. However, Anup @ Borderfree told me to go back to Intl PB Customer service because the products, Consumer experience, return & cancellation policies are all managed directly by pottery barn. WTF!!????!!!

Ive had two more birthdays and I'm still waiting for an exchange on a defected couch. A chaise as part of a sectional was defected. When they came to replace 2 months later in February of 2021 -the fabrics didn't match. The supervisor told me that they would have to order a new couch. The couch was ordered and expected to come in mid April to the first week of May to my seasonal home. No couch arrived and when I am back home in NY I get an email telling me the couch will come late June. I call PB again and tell them I am not there in Florida to receive delivery and they tell me they will cancel order. I am given a new confirmation number to reorder the couch near the time I am returning to Floirda. I call them and back and I am on the phone with them for over 2 hours because she cannot figure out how to change the color fabric as requested. NO I'm not nuts cause I got a lot of work done around the house while this rep was trying to make sense of it all, Supervisor number one gave her a directive she couldn't figure out. The next supervisor after 2 hours -the rep puts me on hold and we are disconnected. STILL not resolved. Its Back on the phone for me again and this time I'm asking for a refund. more to be revealed....

Hi All! I purchased a custom-fabric chair from Pottery Barn in person at the store, but did not get charged for it. The PB Associate that placed the order incorrectly entered my contact information, credit card information as well as ordered the wrong chair (which I did not realize until they called to set up a delivery date and request an updated payment information). I do not want the chair; do I have any recourse? Any advice is greatly appreciated. Thanks in advance!

I bought a buffet and a cabinet in April, and it's now under process of building. They are not custom-made, I just picked the color. My new house doesn't have enough space for a cabinet, so I wanted to cancel on the first day of July, but they said they can't cancel it since it's under the process of building. Instead they said I could refuse the delivery when I get the delivery call. What's the point? it's before shipping, but why I can't cancel one of my order?

I am extremely disappointed with customer service from Pottery Barn. I purchased a Twinkling Twig Tree in Dec 2020 and it quit working in May2021. It worked for less than 6 months. I had purchased two one is still working fine. The CS rep said there is nothing that can be done, there is no supervisor to talk to, cannot reorder it, cannot refund, they do not stand behind their products, even if defective, so I just have to eat the $189 plus shipping that it cost me. Really. After 20 minutes of debating with her, she did find a supervisor and she did offer a merchandise credit. Really? Terrible terrible terrible customer service! What has happened to this company??

Sure wish I had seen this page before I placed an order with Pottery Barn. Placed an order in January, called a few weeks later to cancel because I wouldn't receive it until May. It was a special order but the customer service rep assured me that the order was canceled and I shouldn't worry. Last week they charged me for the item. I called and was told that the cancellation was not authorized. I never received a phone call or an email. After speaking with a supervisor, they agreed to refund the item and send an email with the reference number. Never got the email. Called again to get the email re-sent and was told that the shipped would not be refunded. Why not? It is not my fault that they cannot communicate properly. Ugh, the communication with this company is awful. Personally, I would never buy from this company ever again.

I placed the order on Jan 29, 2021. I received an email that said I should expect delivery between 2/25 to 3/11.
I did not receive any call or notification in these times. I called on 3/12. The service representative assured me that this will be resolved. I received a call on Monday 3/15. The scheduled delivery was now on 3/22. I received an email on Tuesday 3/16 indicating that my scheduled delivery would be on 3/22 between 10am to 12pm. I did not receive any more updates regarding this. And obviously there was no delivery on 3/22.

On 3/23, when I contacted customer service to find out what happened. I was informed that it has been re-processed and I should expect delivery in August. And the money was refunded back to my bank account. I confirmed with my bank. The money was refunded and posted on 3/19. I received no notification about the refund. I escalated the call to the supervisor. I believed her name was Aisha. She informed me that I have 2 options: 1. not cancel and wait till August. 2. Cancel and find something else. Either options were satisfactory.

Aisha's attitude was nonchalant. She gave me options that felt like slaps on my face. I requested to speak to her manager and she said she was the supervisor and there was no one else to escalate to. She then hung up the phone.

All this time, I received no notification. If I had not contacted customer service. I would continue to wait for no explanation.

I am refurnishing my home and have ordered from several companies as part of the process. I have not has any issues with any of the other companies I have ordered from. Just Pottery Barn.

I purchased a $1,099 rug from pottery barn. I receive one notification on February 13, 2021 that the rug has shipped and will be delivered between February 25 ad March 1. I receive no further communication from Pottery Barn. On March 9, 2021 I call Pottery Barn customer service to see why I have not received my rug. Pottery Barn customer service responds by saying that the rug was left outside of my home on Baltimore City on March 3, 2021 and that they would not send a replacement or refund my money.

The issue that I have with this is that the delivery people from Pottery Barn (assuming that they are not lying about leaving it in front of my home) did not even knock on the door to alert me to the delivery. Instead, they elected to leave the rug outside of my home on a heavily trafficked portion of sidewalk right next to Patterson Park in BALTIMORE CITY without so much as a knock on the door! I never saw the rug that I ordered, but allegedly it was delivered and now I am out $1,099 without any rug to show for it.

DO NOT TRUST POTTERY BARN OR THEIR DELIVERY PARTNERS. THEY WILL RIP YOU OFF.

Pottery Barn has terrible customer service. I highly recommend not buying from them. I received a Stafford table that was severely damaged. It took over 3 months to receive a replacement table. When it arrived the delivery team only tried to replace part of the table and spoke Spanish so there was a language barrier. I knew they had a full replacement on their truck. Once they did bring in the whole table there was a manufacturing defect that ran along the length of the table. When I pointed out the defect they all of a sudden understood and spoke English and said my husband did it. I called pottery barns customer service and they created an order to have the table picked up when I wanted to exchange the table instead. I started receiving calls from rider to schedule a pick so I call customer service again. The did nothing to pick the problem and said I now have no choice but to have the table picked up, with no possibility for an exchange. I will never buy from hem again.

Pottery Barn is the worst company ever ?. Their customer service is horrible. As a matter of fact there really is no reason PB should even have CUstomer Service department considering how they treat customers.
I ordered bedding in early November that was back ordered until mid January. I had no problem with that but before I received the merchandise I saw that it was reduced further. When I called for a price adjustment they said NO. The reason I was given...that is our policy.
I was going to return it when I received it and repurchase it but they do not have free return shipping. Bottom line.... they wanted me to drag a king size comforter plus pillow shams back to the store which is no where near my residence so I could return it and then re buy it.

Are you kidding me???

Just purchased some awesome bedding at Bloomingdales on line for less than what I would have paid at PB

I have been trying to deal with Pottery Barn and Ryder since October 1st, 2020.They delivered a buffet and media console in September. Both pieces have levelers that were not adjusted and put holes in my new floor. The buffet also have a minor defect but they said they didn't have anyone to fix it so I had to order a new one. Since then I have called many times and talked to many people trying to get someone out here to see the damage, remove the levelers, and fix my floor. Every time that I call I am told they will make a report and send it to their supervisor and will receive a call in 1 to 2 days. No one ever calls back. Ryder says they only deliver the stuff so it's not their problem. Pottery Barn just never calls back. I have names of the employees I've spoken to and not one has followed through. I have a delivery set up through Ryder for the new buffet to be delivered on the 13th but kept getting robo calls to set up an appointment so I called them today and was told that the appointment was only for delivery, not the pickup. The pickup and delivery were supposed to happen together. I've called them twice on that, now to find out that it wasn't. Plus, they are going to deliver the same piece with the same levelers without fixing the problem or my floor. This whole situation has been a nightmare and after 3 months no one at Pottery Barn has made any effort to help.

Ordered a robe online at PBTeen. We found another one that my daughter liked better and I called to cancel the order same day. It had not been shipped yet but I was told it could not be cancelled and I would need to wait until it arrived and ship it back. Three weeks after I shipped it back I got a refund of $33. I paid $46 and they took out the rest for shipping! No where did I see this in the policy. If I'd have known that I would have just kept the damn thing!

AVOID. Total incompetence. Over 2 months of back-order notices. I canceled my order 2 weeks ago. Cannot get confirmation of cancellation. They claim there is nothing they can do. If the item ships they will charge me at that time. I have the option to waste more of my time if I want a refund at that time. Now nearly 120 minutes of my time wasted with this incompetent vendor who claims it is the fault of their 3rd party vendor who is supplying and shipping the product that was needed prior to Christmas as opposed to the forecast mid-January 2021 target date! Gee, I was considering purchasing 10,000 shares of W&S stock, but thankfully I discovered before hand that Pottery Barn is part of W&S before I made that mistake. Again AVOID!!!

I have always been a fan of Pottery Barn, and know so many who have supported them over the years. I'm upset because you will allow consumers to purchase several items, have them monogrammed, and expedited for huge expense. You fail to mention if an item is on back order, I purchased a set expecting them to arrive by the dates promised to me. Who would purchase a lunchbox, water bottle, matching book bag without having a them monogrammed at the same time. I'm frustrated because the backpack was back ordered multiple times and finally showed up on our doorstep today. I'm hoping you will take a look at this and fix it for your future customers.

I would like to speak with someone over the Nashville PB location. I called to change an order, they said it had to be cancelled , went to reorder and they would not match the sales price. This is a $2,266.49 sale, are you telling me something can't be done? I really need someone to tell me what's fair about this. I merely wanted to change the base color from gold to black exact same item. 615-339-5405 John

Very disappointed with your store because I purchased an Ipad cover fowor my Ipad and it did not fit and no where did it say that you could not return an item on sale which it is dumb because your ipad cover did not fit but I won't be shopping at your store forsure If I had know this was going to happen I would not shope on line at your store.

On 7/3/20 I bought a couch, however sales rep charged wrong amount of $2920.68. This transaction was cancelled and a new charge was made. The original charge has yet to be refunded / voided and I am being told it can take up to 2 weeks. This is unfair and unacceptable. I have called the help desk numerous times and have spent approx 2 hours on hold, with no luck. The store manager is useless and tells me this is company policy. I would not be upset if this was a small $ amount and they would have been upfront about this when the order was initially cancelled. Not telling me it will take 2 weeks and then charging my card for a new $ amount is unfair. Please be aware when doing business with Pottery Barn.

Good Afternoon,
I was discriminated against at your store,, I was refused services. I need to speak to someone in Corporate and to file a complaint. Thanks

I bought a crib conversion kit from Potter Barn Kids, total cost was $99.51 with merchandise, shipping & tax. I was unaware that this was a "kit" & upon receiving I contacted customer service to return. Well I received a refund of $74.38 from original purchase of $99.51. I contacted PBK Customer Service (after 20 minutes was disconnected & then reached a csr after 30 minutes!). The Rep explained that PBK does not refund shipping, okay, but they also don't refund State Sales Tax. I was dumbfounded! I explained that I had never heard of not refunding sales tax and asked "why". She explained that's how we handle returns. Never again!!!

Awful customer service all the way around!! Will never purchase from here again!! Only good thing about your customer service was a helpful sweet lady named Louise in the scheduling department! Shame on how you guys run a business!!!!!

Pottery barn is the worst for customer service I have ever seen. I ordered a children's tea set for a birthday gift. Immediately the status was back ordered. I tried to cancel the order and found no possible way to do it online. I called their customer service and so far I have been on hold 1 1/2 hours of listening to music. When will I realize that they have NO INTENTIONS of answering my call. Then I see comments from other customers that they will NOT cancel an order. They require that you receive it whenever and then return it. ABSOLUTELY UNACCEPTABLE!!! I will never order from them again. My recommendation, stick with Amazon. They know how to treat their customers.

This is the third time that I have had the worst experience with employees at Pottery Barn and I will not be going back. They are the rudest people ever they act as if it's a problem to help you in the store and there snobby. I was going to buy about a $1000 order had it at the register but the sales Lady had such a nasty attitude that I left everything and walked out now mind you this is the third time this has happened to me. I have ordered things on line to avoid this but I will Not be going back. I will be taking my business anywhere but there.

I purchased a Anywhere Chair from Pottery Barn Kids and 4 days later it went on sale for 25% off. My product has shipped but I haven't received it. I called the call center to get a price adjustment for the sale price and the lady I spoke with said she couldn't do the adjustment until the product was physically in my hands & finalized & to call back then and they would adjust. I told her that shouldn't be the case my card was already charged and the sale may be over then. She put me on hold and a new lady told me they are unable to do a price adjustment. I then asked to speak to a supervisor and a new lady came on and said they would do a one time price adjustment but in the future that I would have to return the item and repurchase the product. When looking up their policy they do a one time price adjustment on the product. Terrible customer service and a phone call that lasted over 30 minutes.