Pottery Barn

Having shopped at P.B. in the past, I returned to pick up a new duvet for the season. A colleague and I entered the store on Friday right after work, and it was empty save for a couple. We went directly to the section with duvets, were followed the whole time and made so uncomfortable that I asked if there were concerns that we would steal. A meager and less than heartfelt response was uttered. Then a mall police came in, chatted with store employees and stood where we stood. We left without purchasing.

I was so upset that I returned and asked the shift manager for the store manager's name and number as well as corporate. No questions were asked which I found equally disconcerting. I asked the shift manager if she had any concerns regarding my request. She explained that she was aware of my question regarding being followed. She then told me that there had been a "crew" in earlier, stealing, and that she was unable to share that with me earlier. I informed her that given my concern a mere sincere assurance that I was not being profiled would have sufficed. These folks understood after discussion, that I had been unfairly subjected to their bias.

They offered me the duvet at discount. I am a 57-year old African-American therapist who has not been so treated in years. My colleague has vowed to never enter this store again. It is unfortunate that my money is not welcome in P.B. I am certain of this: I make much more than the small minded store keepers who judged me. Given an earlier complaint in this forum, I am now wondering about the overall attitude and culture of this business. The attitude and behaviors we encountered were despicable. This occurred on Friday, April 20, 2012 in Syracuse NY in the Carousel Mall. Amazing.

I was at the PB store at Walt Whitman mall on April 4, 2012 around 8pm. I saw the sign saying 40% off on Easter items. I walked in the store and looked for an employee. A white male employee with eye glasses was saying hello to a white woman. When I tried to get his attention by saying, "Excuse me," he looked at me without any face expression or words. I asked him if all items were on 40% sale. He angrily responded, "What? Where did you see it? It's only the Easter items!" He walked to the store front and read the sale sign by pointing each words to me. I said okay, then he walked back to the counter without saying anything. I feel very offended and embarrassed. My two sons were with me and they watched this whole thing that I was humiliated by the employee because I read the sale sign wrong. I feel that he treated me with disrespect because of my color and appearance. I will not buy anything from Pottery Barn ever again!

We purchased a Sumatra 3 drawer-dresser at the Pottery Barn outlet. Now I know it came "as is" with a number of scratches and a chunk out of one foot and I was totally okay with that. Now, three years later, one of the drawer fronts has two large horizontal cracks in it, plus the veneer is curling and peeling off. I called "customer service"—I use that term loosely. I was told that they could not help me. Why? Because everything sold at the outlets is "as is" and they cannot help me with an outlet purchase.

My feeling is that the "as is" condition at the time of purchase was just fine, but that something like this that develops over time is a quality control issue. All I was asking for was a replacement drawer front, but they wouldn't even consider it. It didn't help that the CSR was obviously reading answers from a script. I know they have replacement parts because when my son's PB Kids bed arrived with a damaged side rail, they sent out a replacement for that piece only. They still carry the Sumatra series, so why can't they give me a lousy drawer front? Are they really willing to lose a good, long time customer over something like this? Apparently so!

I find it especially interesting that the product description for the Sumatra series includes this line: "The use of veneers results in high-quality furniture that has flawless surfaces and consistent color tones, and that will not be subject to cracking." Why would that be in the description if this product didn't have a history of this particular problem? Hmm, I wonder. Too bad, I really like the look of the Pottery Barn furniture, but I will not be making any more purchases from them in the future. I hope they think it was worth it to save themselves probably not more than $50.

8x and 3x5 Franklin rugs: These rugs I bought back in September 2011. At that time, I had a bag vacuum and wondered why the bag was filling up so fast. Recently, I bought a clear canister vacuum and realized the whole canister was filling up with pink fuzz every time I vacuumed. I called the manager at the store, and he said that's just what wool rugs do.

I have vacuumed with the new one about 7 times, and the canister is full of pink fuzz every time. If I had saved it all, I could fill up a 13-gallon container. I did save a bagful. But any time I vacuum, there's another canister full. How is this normal?

A Bedford desk drawer that will not open, the small ball bearing came out. They put me in touch with somebody who wanted double the price of the file drawer to come and look at it. Emma complete dishware set that is slightly over a year old and has so many chips is ridiculous. This set was much more than my previous set, which lasted me 12 years, with no chips. Once more, I cannot get in touch with a complaints department to try to rectify either problem. In short, the quality is not there for the price paid and there is absolutely no customer service department to handle problems.

I bought by Carrara marble top $2000+ hotel double sink vanity behemoth from Pottery Barn at the end of 2008. I installed it in mid-2009 at the end of our high-end master bathroom renovation. The sink looked great (initially) with the marble floor and subway tile and we took good care of it, diligently wiping the marble top to prevent etching etc. In reality, we should have worried about the poor white paint finish on its base. My husband first noticed some cracking of the paint following a few minor water spills. It was not anything too unsightly, so we let it go. A couple months ago, my 4-year old son obsessed with personal hygiene broke into the bathroom, sloppily brushed his teeth with Arm & Hammer toothpaste and smeared some of it on the vanity base. I wiped it off with a wet wash cloth no more than 20 minutes later only to find out that the toothpaste completely dissolved the paint in places (as in took it off like paint solvent).

I was shocked, but blamed it on my rigorous cleaning technique. About a week ago, the same kid wiped his toothpaste covered hands on the vanity again. This time, we were super careful at cleanup but the paint came off just the same. Now the vanity has blotches of bare MDF and yellow streaks and needs to be repainted, which presents a problem. How am I supposed to move a 400+ pound vanity to get it spray-painted? Replacing it is not an option because the bathroom layout (as in plumbing, walls, lights) was planned around it and let's not forget about the $2000+ investment! Frustrated, I phoned Pottery Barn to complain about my situation. I am a longtime Pottery barn customer and own a bedroom set, a huge sectional couch, a foldout couch, an entryway bench, a desk and several more things that escape me at the moment. In addition, I routinely purchase stuff from sister companies Williams-Sonoma and West Elm. I have been quite happy with all of my purchases.

You'd think it would count for something. Not in my case. The push back from two customer service reps ranged from questions like "Makes you wonder what you put on your teeth, doesn't it?" to "If it was a real problem, it would have come up much earlier" and everything in between. I'd refrain from insulting the Pottery Barn reps as I do not want my post to get censored, but I had to explain to a grown human being that the toothpaste does not strip the enamel off my teeth and that my son (unfortunately) has just become aware of alternative finger painting media. However, even if the toothpaste was to get on the vanity, which is not an unlikely scenario for a piece of furniture that is designed to come in contact with toothpaste and water, I would expect the finish to withstand it.

The best they were able to offer is a referral to the Furniture Medic who would repaint it at my expense or a 5% discount on my future purchases, which is silly as as I get 10%+ discounts from them as routine promotions. I am livid and will not give any more of my business to Pottery Barn. The hotel vanity line has been replaced with other similar looking vanities likely from the same manufacturer. I suggest you test the paint finish before you buy. I am livid and will not shop at PB again. PS: I forgot to mention that the vanity came with mismatched hardware.

My son's personalized comforter with his name started to fall apart. We contacted Pottery Barn, and they sent a UPS box to have it picked up, so that they could fix it. After a few days, they called us and said that they couldn't fix it but that we could either replace the item with a new different item or have the original sent back and they would pay us back if we found someone able to fix it. Since my son's comforter was now out of stock and it was the only to match his room, we called them back to ask for ours back. Expect now they have disposed of it, and it's gone.

So now were out of a comforter that they were supposed to fix. Had we known that we were sending it back to them to be disposed of, we would've never have sent it in the first place! So upset! Screw Pottery Barn. I will never do business with them, and I'll be sure to spread the word!

We bought a Pottery Barn Secretary Desk. The wood and finish is marginal at best. In less than a year, one of the hinges broke. After 2 weeks with "customer service", we were informed, "We don't have the hinges to sell or replace. The part can be purchased at any hardware store in your area." It can't! It is a custom double hinge and the recess on the surface must match exactly. Besides, if it could, why wouldn't they sell it given that they still sell the desk? I will never buy anything else from Pottery Barn.

I ordered a lamp from the catalog for Pottery Barn, in which the word "American" was used many times in the context of descriptions for the furniture. Nowhere did "Made in China" appear -- I repeat, nowhere, anywhere -- when describing the "American " furniture -- and there is no information on what is made in China, in the history of Williams Sonoma, or Pottery Barn, either.

Nothing in their literature identifies the use of Chinese Manufacturers to build and supply furniture that is (as their PR frames the furniture) "a hallmark of the American tradition" for "the last 100 years". It is ultimately my own responsibility to sleuth-out PR scams in advance of purchase. I am amazed at how gullible, or maybe just lazy I was, to accept and buy the American Made Image. I was under the false impression that Pottery Barn was a place you could go to support American Made furniture, and did not question that impression.

I don't buy things often, and have not ordered from them in years. I have no memory of receiving boxes from Pottery Barn in the past, with the giant words "Shipped from China" on the cardboard. I am well aware of how many corporations have sent manufacturing to China, so this should come as no surprise. Then, there is the issue of the quality: The lamp was literally crooked. I am sending it back, and they are replacing it, in one week, this gives me time to find out the conditions of the manufacturing plants that they use, and how the workers are treated.

As I think about it more, and more, I realize I would rather purchase American-made furniture; that was my intention and I failed. In the future I will not order from them, unless they bring the business back to the States. I can not find any information on the web regarding this research into the conditions for workers in Williams Sonoma/Pottery Barn/China, so far. If anyone knows, please forward links. Thank you very much.

I purchased an entire Chesapeake Outdoor Collection in May of 2010. I spent over $9000 for all of this furniture. I bought furniture covers to protect it while not in use and I stored it in my basement during the winter months. All of the pieces were finally delivered in August of 2010. It was only outside for four months and then I stored it in my basement until the next season. In May of 2011 I brought all of my furniture back out. After about a month I noticed there were stains on my pool deck. After looking around I noticed it was everywhere underneath of any area that had hardware from the furniture. The hardware was rusted and staining my pool deck. Then I started noticing that my tables were peeling and that the slats were loose. The sectional is cracking everywhere.

So in June of 2011 I called pottery barn. They informed me that it was past a year but that for the amount of money I had spent and the complaints I was making, something was right and they admitted that they had had some quality control issues. Customer service told me to send pictures and that they would contact me. Well, I waited months and never heard anything. I called back and they said they never had a call from me, so I sent the pictures again. Then I called back in December of 2011 and spoke to someone in furniture customer service. She wanted pictures so I sent them to her. She called me a few weeks later, told me furniture panel would review.

Then I get call from her stating that they had reviewed the pictures and asked me what I would like to do at the point, whether it be a discount or refund/pick up furniture (they no longer have the pieces that I have). I stated that I didn't want a discount because the furniture is no good. She told me she would call back. Well, she calls me back a few weeks later and tells me that now they have decided that it was normal wear and tear. I don't think so. It's only a year and half old. It's been well protected and stored out of the elements during the cold months. Please help! I am stuck with this bad furniture and no one there was willing to help.

When bed was delivered, there was a strong odor coming from the bed. We live in Michigan and it is too cold in January to open windows. I let my daughter sleep on her new bed and I slept with her. We woke up with a sore chest and tight lungs. Our throats were sore and our noses were scratchy. After leaving her bedroom and coming back into the room, we realized how strong the odor coming from the bed was. The fumes seemed to be toxic and almost burned out lungs. I opened the windows despite the fact that it would make my furnace run non stop. After having the windows open all day, the smell was just as bad.

When my husband got home, we took the bed apart and moved it to the garage to get the fumes out of the house. We paid an extra $129 to have furniture set up and ended up breaking our backs moving it ourselves. After five days in the garage, we decided to try it again, same thing, the fumes were overpowering. We asked for a credit to our credit card and no returned call has been made. It has been four weeks and we still cannot have the windows closed without the fumes going into the rest of the house.

Our condo (vacation) in Long Branch has had a terrible odor for about 1.5 yrs. After calling in numerous professionals, including an environmental scientist, we narrowed it down to the carpets from Pottery Barn purchased 5-6 years ago. We have spent over $3000. We have air ducts cleaned and heating system insulation pulled out with no positive results.

We went back to Pottery Barn this weekend and was told it was a problem with a "few" carpets during that period. They finally gave us a credit. We went on the web and find that there are numerous people with same problem. Latex backing breaks down over a 3-5 year period and is very unhealthy. My husband is an asthmatic and I have had allergy problems the past 4-5 years, including breakouts of itching and severe congestion. We were lied to and Pottery Barn should recall all these carpets and compensate people for all the problems. We have spent numerous hours trying to resolve these issues. There is still a lingering smell in condo.

I have placed the same order twice, using a different credit card each time. Approval is received and a hold is placed on me for the amount of the order. Pottery Barn has lost the order both times saying my credit card is the issue when I know it's not. As of today, I still haven't been able to reconcile this with Pottery Barn. Of course, prices and delivery dates keep changing and more things are going on back order. I have had this same thing happen with Williams and Sonoma.

When I was placing an order for bedding, the total rang up to about $700.. The tax on this order was 10%. I live in an unincorporated part of my county and my tax rate is 5%. I spoke with one person and she said that it is based on the initial warehouse where it was shipped from. I knew this was untrue, so she patched me to someone else who told me that they have to go by the law and cannot override tax code. I told her that they were in the wrong because they are over charging my tax amount. She spoke with her 'manager' who told me the tax rate is based on the location of the nearest store. This is in direct discrepancy with what their website says which is that the tax rate is based on the final destination. They gave me a number to dispute this, but I wonder how many people this has happened to without them knowing and without Pottery Barn having knowledgeable people to help!

I have a threefold - first a fiasco furniture experience: 4 years ago of which it was over a year for the sectional, and during that time, they called to say they were delivering. They said it would be the wrong pieces including other customer's information (name, address, last digits of credit cards, etc.). Finally, I got the correct couch after much escalation.

Second part of this: I shopped in the Boise, ID store with friends and family. After I left the store, a store manager, without my knowledge or permission, picked my credit card number off the register and rerang it in at a higher cost without calling me, or knowledge or permission. And she did this repeatedly. Imagine my shock when my card was declined on a business trip because about $10K of charges showed up on it. And my bank is calling because of fraud on the account.

Of course, I was very upset. I called the store, escalated, etc. The associate who did this was fired. And then, the stores got a new system where consumers' card numbers are supposedly not stored where employees can get them. Now fast forward, I've separated or had that it was the poor choice of an employee and went to shop there again. A district manager is so mad still about it. I'm basically being told I'm not welcome. He's basically punishing me for turning them in for credit card theft. Can we saw whistleblower situation - punishing the one who blew the whistle v. letting it go.

I have been charged the incorrect tax rate for every online order from Pottery Barn, Williams Sonoma, and PB Kids. Once I figured this out, I called the company,and they told me that the county I live in has 3 different tax rates depending on the city, and that there was nothing they could do about it. I was told I could call in to the customer service center after each order and request a credit. As much as I do love their items, with computer programs this day and age, it seems absurd. I order lots of things online, and they are the only companies that figure out how to charge correct tax?

Purchase over $1,000 in furniture with PotteryBarn. Scheduled delivery was within two weeks. 1. I had to take part of my day off for the delivery and they were an hour late; 2. They brought the wrong pieces and there were missing pieces; 3. Almost 4 weeks later I have not yet received my missing pieces; 4. I have spoken to over 5 people at PotteryBarn Corporate and they have given me the runaround and have not returned my calls nor have they given me any compensation, which they had promised; and 5. I have escalated the issue but to no avail and at this point am not sure how to proceed.

All I'm asking is for my furniture delivery to be completed and to be compensated for all the time I've had to dedicate to this either by speaking with people, visiting the store location or waiting on hold while they "connect me with a customer service" supervisor. I'm not asking for anything out of the ordinary; I just want what I paid for.

I have been a very loyal customer of PB. I spent a lot of money on them. I purchased some sconces and hardware online (all matching sets), for which I received some on time and some were on back order. By the time I received the final piece, which was a month after I ordered them, the hardware and sconces do not match the decor. The customer service allowed me to return them even though it was one day after the day I placed the order. They gave me clear instructions on how to return and to box it up with the shipping label.

UPS came to pick up the box. When my credit card statement came, they credited me back for the hardware only and not for the sconces. I called the customer service and they said they did not find the sconces. They told me to call back in two more days. I called them back almost two weeks later and they still have not found the sconces. At this point, they told me I did not return the sconces, and they would not credit me back. I told them that it is unacceptable. I returned all the items in one box. They recorded the receipt of the hardware, but not the sconces which were in the same box.

I told them that this is not my problem, but their own problem with employee theft. After some haggling with the representative, who seemed clearly annoyed with me, she finally gave me back my money. They received three points because they lost the item and tried to blame me, but I gave them two stars back for crediting it back to me. Luckily, I had kept track of the UPS tracking number, or else the burden would be on me to prove that I returned an item that their employees could potentially have stolen.

I ordered a dining room table in 2009 for which I got a great deal at $900 (I thought). When it came, it weighed 300 lbs! I should have done enough research to find out it was loaded with MDF which made it too heavy for the legs. Immediately, the bolts holding the legs on stripped out, leaving a very shaky table that has been a safety hazard to my family for the past 2 years as it would crush whomever it collapses upon.

I just tried to purchase a Garrett cabinet with a 15% discount code. The price after the discount applied was more than the retail price of the unit. The in-house service is **. The unit was to go next to the front door so I didn't need it installed or it to be unpacked and have the doors and shelves installed. Also, why is there a shipping and processing fee along with the delivery charge, isn't that a case of double dipping? PB, why not try putting all the info on the same page with the item to make it as clear as day what the price is before checking out?

After placing an order for $2,090 dollars, I've had order complications with every associate that I have come into contact with which has led me to make at least 10 phone calls to correct my orders, inaccurate charging, and unauthorized deleted orders. I additionally had a wall organizer set sent to me in the wrong color that was then sent back and reordered to find today that they have over charged me and charged my credit card for items that are on back order and not supposed to be charged until shipped. Also, I ordered two more items yesterday that they are completely unaware of. Not to mention that my whole order for 2,090 was deleted twice. This whole process of designing my new house with furniture and items has been a horrible experience.Therefore, I'm questioning the integrity of the company and conducting business with them in the future. Ideally, I feel like a competent managerial representative should have contacted me to straighten out these issues, but this did not happen.

I have had terrible service from Pottery Barn, even for a substantial furniture order. I waited 10 minutes to speak to a customer service person and then got transferred immediately to a furniture person for another 15-minute wait. Their excellent customer service consisted of delaying delivery twice and then when they got to my house/road, they blocked the road so a friend of my neighbors could not drive out. When I told them to move the truck, they complained they would need to back everything up. I said, so be it.

Because they could not maneuver the truck (the guys were dressed worse than the pickup guys looking for work on the side of home delivery), they drove away. I finally got a customer service. She assured me a 10% discount and I would get delivery on Monday. No such thing. Jessie from Excel deliver called me and said they would take care of it. On Monday, Excel called back and said they would deliver it on Friday. I explained I am working. They said Saturday then. I said no. I was promised immediate delivery for a man who refused to even give me his title in Ohio (I am in Washington State).

He had a young girl call me back and announced a Friday delivery date. When I tried to call Pottery Barn back, I got a nice woman in customer service. She said they had a 30-minute wait in customer service. She would try to get a supervisor. This was at 2 in the afternoon. The supervisor said she tried to call me back but the phone was busy. No one had called as I sat at home until 4:40PM waiting. Finally, I left. I got a call back at 6PM, when I was not home. I did not check voicemail until morning and of course, this person is not in. I am angry and upset. Please contact by email first.

Items were ordered from their website, but were not the proper color. Pottery Barn allows internet purchases to be returned at their stores. We returned the items but were told that Pottery Barn does not refund the sales tax. This sounds illegal. Ultimately, we made no purchase. Pottery Barn won't send the sales tax to the state or local government. They keep it for themselves. It's a total ripoff.

At the end of March, we put a delivery order at Pottery Barn. The process was slow and painful because wrong items were delivered. When it came at last to furniture delivery, we found out it could be done only on Thursdays. My daughter, who studies and works everyday, spent endless hours on hold with the company people. To make it short, today, the 25th of June, two parts of the sofa were delivered and the third was lost somewhere in the NJ warehouse. We sent back! It's outrageous how pottery barn operates! Nobody seems to care! The damage- emotional constant stress, it is not repayable! What a shame!

I purchased an apothecary lamp and found that the armature was poorly designed. The groove would often fall down when tightened rather than hold the position. PB was contacted and they said that they could do nothing about it. We sold it as is at a garage sale item for $5 and lost the $250. I swore I would never buy again from them.

Then, last year I caved in and purchased a Bedford desk from the PB. Shortly after the purchase, I noticed the finish was bubbling on the desktop. Another area on a desk accessory unit did the same thing. I thought we would have this desk for years! I called PB and was told that I have to deal with two separate PB offices in order to file a complaint. One for the desktop purchase in the store and one for the accessories that were ordered online in the store! They cannot handle both of the complaints together.

I ordered the Bedford project desk. I specifically asked about in home delivery, and was assured it was available. Imagine my horror to come home to a porch filled with heavy boxes and it was raining. This is the second time this has happened. The first time I'll chalk up to a mistake. The second is either incompetence or a business model of lying to customers.

I was offered simply a refund of the delivery charge, a laughable 0.5% off of the purchase price or a gift certificate in that amount. Like I'd ever shop at Pottery Barn again. This boxes are going back out into the rain.

Whatever you do, make sure you measure correctly before you order a sectional. Will a piece stood on its end to round a corner in a hallway be too "tall"? Yeah, didn't measure from floor-to-ceiling. Thought there was enough of a clearance to round the corner. I missed it by 2 inches! They started the "process" of getting a new sectional in June 2010. We still don't have a complete couch as of 11/23/10. I've talked to more pb employees, in more depts, in more states than a body should have to.

No offense to the employees. But seriously, I've never seen such a lack of communication between vendor and distributor in my entire life! There must be a mismatched pieces of PB sectionals floating around on delivery trucks across the country. Maybe the delivery guys nap on them after lunch.

I'm done with my rant and with PB.

I bought a sectional sofa at the PB outlet. It has not held up at all, and it actually sucks. So, I searched in Google for PB "furniture sucks" and found, I was not alone in my veal of their products. Overpriced and bad quality. I love the look, but I am afraid to buy more. In addition, we bought some cabinet hardware and the finish is down to brass, in less than 2 yrs. I won't shop there any more, but I will use their catalog pictures for hip ideas.

I ordered a sectional sofa in the Pottery Barn store at the Dallas Galleria on August 10, 2010. The sofa was delivered on October 2, 2010. It cost me $2300.00. Upon delivery, 2 of the sofa cushions did not match the rest of the couch. They were a different color red.

Ok. They can't take it back, but I need the right cushions. I waited a week and then called again. I left a voice mail message. I waited another week and called again. This time, I spoke directly with the person I had emailed the pictures to. She said, they had been forwarded to the vendor and that she should be able to tell me something regarding the new cushions by the end of the week.

The end of the week came and I got no call. I waited another week and sent another email. I called as well and left another voice mail message. I sent another email. Well, you get the idea. I tried and tried to contact this person assigned to my problem and not once, did she ever contact me. Not once. I finally called after a month had passed and got her on the phone for only the second time. She said she had never received the pictures, never received a phone call and never received any emails from me. Absurd.

No way! No way am I going to wait 10 weeks for PB to correct their mistake. Most definitely not after they made no attempt to contact me about my problem what so ever! No way! Now, she says she can give me a refund and she will send the delivery people out to pick up the couch. Now, I am waiting for PB to credit my PB account, their bank to send me a refund check for $2300.00 and then they can come pick up this couch. It has been a week and she is supposed to call me again to let know that the credit has been processed. I will wait to see if she does.

This has been the worst experience I have ever had with a retailer. No customer service at all and I had nothing to do with any of it. No breakage, no faulty frame or anything. Two sofa cushions that don't match the rest of the couch. Terrible. Worst customer service I have ever seen.

Like many people, I receive daily Pottery Barn e-mails advertising Pottery Barn products and touting its design service. So I went to the PB location at Beachwood Mall to get some design advice. After being ignored for probably 15 minutes, a salesperson asked if she could help me. When I explained that I had come in search of design assistance for redoing my sunroom/kitchen (I needed help choosing furniture, carpeting and paint) the clerk told me I would need to call and schedule an appointment. I was already standing there in the store, but I had to call and schedule an appointment! Despite my initial inclination not to do business with PB because of the clerk's rudeness, my husband and I visited the store and purchased the Palampore rug. We returned the rug the next day, in part, because of its odor.

We paid cash for the rug, $219.80. Curiously, the salesperson told my husband that if we needed to return the rug, we should do so later in the day to make sure the store had enough cash in the register to issue a refund. So we waited until 3:42 pm the next day, a Sunday, to return the rug. The PB cashier informed my husband that she could not make the refund because company policy only permitted her to return a maximum of $100 cash. Despite the fact that the rug was returned within 24 hours and that we had the receipt and that the salesperson told us we would be issued cash refund, the cashier refused to return our money. We were advised that we would have to wait for PB to send us a check.

Nowhere on the receipt or in the store is the consumer advised of such a return policy which is almost certainly a violation of consumer protection laws. Not to mention the negative impression created by such lack of customer service. Needless to say, I will not shop at PB again.

I bought an architect's floor lamp from a Pottery Barn in Colorado. I subsequently moved to Arlington, VA, and the movers managed to lose the half-wing nuts that secure the three sections of the lamp (a whole different issue). I figured, I could get replacement parts from Pottery Barn, but people that work at the Pottery Barn stores and those at the online store (and the online site itself) are unable to help fix the problem. They don't have access to the vendors, they can't/won't help you, and there goes $270. I have to buy a new lamp because I'm missing the custom half-wing nuts for it? Pottery Barn has a deplorable business model and workers that management deems fit to keep in the dark.

I placed an order for a Park mirrored dresser for a delivery on Saturday, 10/9. I waited all day for it and called pottery Barn at 3:30 PM to see what time they stop making deliveries since the item had not arrived. The customer service rep at the 800 # says they were sorry but for some reason the item did not make it on the truck. I waited all day for the item and the worse part is that the item is coming from w/in NJ. How pathetic is that that some moron could not load my item onto the truck and meanwhile they charged me $130.00 just to deliver it?! So now I have to spend my next Saturday waiting to see if the moron gets it right this time! If it doesn't arrive, I'm canceling my order. Totally irresponsible, you would think that they would have called me early so that I wouldn't waste my whole day waiting for them!

I purchased the Chelsea floor lamp for over $300 and the first one broke while I was putting it together. That should have been a red flag, but I figured it was a freak thing. It lasted about 18 months and then just collapsed, breaking in half through the metal. Thank goodness nobody was sitting underneath it or they would have been hurt. Pottery Barn won't take it back because it has been more then 30 days! I will never make a major purchase there again, they don't guarantee their products. A $350 lamp should outlast the $19 from Ikea.

I purchased an architect type of lamp (Chelsea) and last night, it just broke in the joint. The actual tubing broke not the hardware. It's a poorly engineered product that over time could not withstand the leveraged weight. I have called their customer service and was told that their products carry a 30-day warranty. They are aware they still sell this lamp and that the issue will continue to come up.

I don't think I will shop in their stores anytime soon. It looks nice but defective is not good value. I do hope that this social media will bring them the attention they deserve. I'm out of more or less $350 and will shop elsewhere for goods.

I purchased "Seabury" sectional approximately 3 years ago. Entire base of the left side of the couch cracked. Pottery Barn will not stand by nor replace product. They are offering to fix cracked piece but then only guarantee its structural integrity for 30 days post fixing. Furniture medic did not agree with PB that piece could be fixed and refused to fix it. PB will take the couch and return it after 2-4 weeks leaving us couch-less in the interim. We want the couch replaced, as the manufacturer's defect leads us to believe the couch is defective and cannot be safe for our family to sit on. We have a broken expensive couch that only last less than 3 years with no replacement.

Two years ago, I bought an Architect's Sectional Floor Lamp from Pottery Barn for $350. On arriving home last evening, there on the hardwood floor, lay the "arm" with the lamp attached. It was broken right at the bend from what I have read from a previous lady complaining. I just called and they said they can't do anything, I guess for the stuff they sell, they get away with it and we have to put up with it. I now have to throw it out and $350 down the drain. Not one junk from Pottery Barn for me.

I purchased Pottery Barn outdoor furniture two years ago. I do not live near the coast and I covered and stored the furniture as recommended during inclement weather. The fabric has faded so significantly that the color is not recognizable. The brass screws are rusting. The "real wood" is chipping and breaking apart. One umbrella I have is not functional. It is the most beautiful, most expensive, but cheapest quality furniture that I have ever purchased. So, if you are looking for quality for your money, I would look elsewhere. You will pay big bucks for poor quality.

I will never buy another rug from Pottery Barn. Fund great wool, hand-tufted rug at outlet. Great price (rugs are so overpriced as it is!). Got it home and the white powder (we thought at first it was sand) was flying out of it, vacuumed for hours. No avail. Did some goggling. Check out what is meant by Pottery Barn's "hand-tufted" wool- there's a glue gun involved. That white powder was dried glue. The rug was virtually disintegrating.

Unbelievable that they would even sell something like that. They let me return it, but with a about a 50- 50 break from refund to credit card, and a pottery barn gift card. Problem is, I don't want to buy anything from them anymore. Oh, and I returned this lovely overpriced "lantern", I figured, although it said "indoor or outdoor", it would corrode over the summer shame on pottery barn.

We purchased over $10,000 in Pottery Barn outdoor furniture that was marketed as being weather resistant. It corroded within one year and even though I covered it in the winter, it still fell apart. The covers did as well. The products are made in China not not made well. Pottery Barn has a 30 day warranty, not long enough to know whether a piece can take normal wear and tear. They sent me "canned" responses and were no help at all. I simply wanted to let them know that they should remove these pieces from their inventory. But they don't care if they sell sub-standard furniture and weren't interested in hearing from me. I will no longer shop at Pottery Barn.

Pottery Barn is being deceptive about their coupons. They had a promotion this weekend that stated if you printed out this coupon and brought it to any PB store you could get 20 percent and item in the store. Here's the trick though. Pottery Scam doesn't keep any of the higher end stuff on hand. I tried to purchase a table and they said the coupon was only good for stuff they have in stock. Which the coupon didn't state. It didn't say anything about having to be in stock. It just said you had to come to the store to make the purchase rather than doing so online. I used to be a fan of Pottery Barn. Now I just think they're a bunch of cheap, lying scam artists. Stop wasting people's time. It should have been clearly stated in the copy, or at least legal copy that the item had to be "in stock". Which is a very different meaning than "in-store purchase".

I tried canceling an item within minutes of placing an online order. After two e-mails and three phone calls, the supervisor Marlon told me very snippily that they would not refund either the shipping or return costs. I asked if this was how PB treated customers in a down economy, and he snarled, "The economy is just fine. You should have read what it says about being sure your order is correct."

My wife and I had discovered green glassware, "Rustica" was the style. It was a color we had been looking for to complement our dinnerware. We made an initial purchase of eight of each size, and then had relatives purchase some for us as well. We are gentle users, yet we have had to purchase more to replace several that either cracked or broke into pieces. I sent an email to Pottery Barn and told them that the quality of their glassware was inferior and we would like to either have them replaced or refund us.

At this point we are in over $ 200.00+ for what we have purchased. They emailed back and told us their return policy was thirty days. They gave the usual large corporation answer that we want our customers to be satisfied, yet reiterated that the thirty day policy still stands. The first sales staff we dealt with at the Eastview Mall store in Victor New York were very snooty and rude when we asked if there were any discounts for purchasing large quantities. The told us "We do not just give discounts to give discounts".

The final story to this is they did nothing to help remedy the situation, plus now, to the best that we can tell, they have discontinued the glassware. This glassware was ten dollars each, more than some crystal, and we made the purchase due to difficulty in finding the particular color. What a mistake. Judging from many others that have suffered from poor customer service and substandard products, someone needs to nudge them to close up shop.

Poor quality products combined with no customer service means no business. Every day we find another glass with a crack or chip. It is a good thing we didn't get rid of our old glassware, it is likely we will have no chice but to switch back.

In early September 2009 my wife and I ordered a crib and changing table from Pottery Barn's Madison collection in Espresso. Crib and changing table had significant differences in wood grain and stain color. Pottery Barn Customer Service provided little direction on how to proceed other than replacing a piece. The challenging part was determining which piece actually was wrong. I used the crib conversion kit as the tie breaker -- it was the changing table that looked to be the wrong color. New changing table was the same grain/color as the previous one and still did not match. I asked Pottery Barn to inspect the 2 pieces in the factory before sending, they stated the pieces came from 2 different factories and that it would be difficult and significantly increase the delivery time, 8 weeks+. I sent everything back and went with a local furniture store.

The local store's prices were cheaper than Pottery Barns, A and B rated manufacturers, and excellent customer service. The salesman in the store knew exactly what the problem was with the Pottery Barn pieces. They were different dye lots from different factories. This information was immediately realized by the local store -- Pottery Barn customer service had no idea.

I purchased the Seabury sofa and chair less than 2 years ago and need 1 1/2 yards of fabric to repair a tear in the arm of the chair. This is one of Pottery Barn's most expensive furniture sets. They still make the furniture and still offer it in the fabric I ordered. Their vendor will not supply any additional upholstery material for repairs. They will not make the repair themselves, although I offered to pay all shipping and labor costs, and a premium price for 1 1/2 yards of material. They will not provide the manufacturer of the upholstry so I could have it fixed elsewhere. What a sham. POOR customer service. Do Not Order Furniture From Pottery Barn. They will not assist with any needed upholstery changes.

July 17 spoke to sales associate in Vancouver BC who assured me someone would call back.Again no one retured my call.

Called store associate again July 23 at 10.30 am , she assured me her supervisor would call me back. July 23 called customer serviceat 1.800 #2.30 pm, I was told they were waiting for information from the manufacturer, I was told this 4 weeks ago.surley they would not work with some offshore company who don't respond within a 4 week period. Pottery Barn do not return phone calls their service is arrogant.They claim they want to keep up the tradition of Excellent Customer Service?? They have no service.This is the worst retail transaction I have ever encounted.

outdoor chaise cushions, faded within 30 days in only partial sun; they were not walmart prices. called customer service to inquire about fading. Supervisor said they had no warranty, period. very dissapointed in pottery barn. I have always been a loyal customer and will never shop there again. Walmart would have stood behind these even. guess you don't always get what you pay for.

About a year and a half ago, I bought an Architect's Sectional Floor Lamp from Pottery Barn for $350. When looking in the opened package, I discovered that the arm in which the lamp hung from, was broken in two. I took it back and of course was given another one. In the middle of the night, about six months later, we heard a big bang and there on the hardwood floor, laid the "arm" with the lamp attached. It was broken in the exact same place as the first one.

I took it back and it was replaced. The same thing happened a couple of days ago. Three lamps broke in the same place. I looked online on 6-15-09 and saw that PB is offering this discontinued item for $99, saying, "This is a final-sale item, and cannot be returned once placed. Your order for this cannot be cancelled." I didn't buy a lamp for $350...I rented one.

I purchased a market umbrella and umbrella stand from Pottery Barn online store last October 2008. But we never got to used them until May '09. The stand comes with only one screw and we saw from the picture that has the actual market umbrella on it and with just 1 screw as well. So one sunny day in OR, we finally got to use it. But the wind blew hard and knocked off the umbrella and flew to our neighbor's yard. The stand didn't actually hold on to the umbrella. I called PB customer service and we're saying 'sorry, there's nothing we can do because those items were all sales final'. Its very frustrating to spend that much to items that we never got to enjoy from the start and far more cannot be used anymore. It's like our $$$ just flew with it on the air. Very bad!!! And bad customer service too..

I purchased a Down Comforter from this store, it has been about 9 months...the feathers are coming out. when I went to return it, I was told that our policy has changed you only have 30 days to return a product. wow with all the money that I paid for it.

On March 11, 2009, I called Pottery Barn to tell them a severe odor from the Ajanta tufted wool rug I purchased in April 2006. I had attributed my breathing problems that started about 18 months ago to the rabbits in my sister's home. It seemed that for a few days after returning to my NYC apartment, the breathing issues subsided but still remained. I now know it subsided because my windows being opened reduced the concentration of the odor. My doctor had prescribed inhaler and meds, and even suggested it could be stress related, which I knew was not the case. Meds were no help.

When I called Pottery Barn today, I urged the specialist to look into it, even though she told me the rug purchase was nearly three years. My insistence that what I was reading online about latex deteriorating over time is a defect & poor manufacturing prompted her to tell me she'd look into it and get back to me within a few days. Minutes later she called back & told me that they would arrange for UPS pick up of the rug and premium pad right away. Her supervisor asked if the rug purchase was made in 2006, as they had defects in rugs at that time and would replace it and the pad for the purchase amount, or give me a card with the same amount on it for other purchases. As we're required to have rugs in apts for sound reduction between units, I asked if there were any chance of the same odor developing and she assured me it only happened in 2006.

I went online and selected new rug, called & spoke with a sales agent and asked if I upgrade to 8x10 instead of 5x8 I currently have, will they consider price allowance for the breathing issues, meds, doctor visits & threatening my sister's rabbits with ideas to shoot them (lol). The sales agent is looking into it and will call me tomorrow. While I'm pleased Pottery Barn is taking back the rug and pad, they did not answer why I was not notified of the defect. Obviously, Pottery Barn - like many businesses - cares more about profits than the health of their customers. Lesson: call and be insistent! Fortunately, this was not a drawn-out battle, but does that mean it's because PB knows it's a greater health risk than I even think? I am very concerned and seeking more information. Please help.

Severe breathing problems, headaches, dizziness, nausea. Doctor prescribed inhaler and meds, although I have no history of any breathing issues/allergies. I lost my long-time high-end job over medical issues not being resolved. As long as I keep my window open with an exhaust fan running constantly, the symptoms are reduced but still compromising.

We own a PB **** carpet 8x10. The carpet smelled really badly for a long long time. In addition it is shedding. We thought it would get better but it didnt.

One of our friends babies had so much of the fuzz in its mouth that it choked and we had to clean his mouth. So we complained - just wanting to have the carpet replaced and not wanting to take any legal actions. But I was told (by an associate named Harriet Wilson) that the case was transfered to the legal dept. and that it should take 2-3 weeks (I checked again 4 weeks later and was patient) . That was on Jan 10, more than 6 weeks ago. I am done waiting!

We were freaked out about the baby and I certainly do not want that to happen again because the carpet is in our vacation home that is used by our friends without our supervision.

I purchased 4 chairs from Pottery Barn in 2007 for a new house we recently purchased. After moving into the house, we noticed a very strong odor coming from our family room. The odor was only noticed on hot days. I contacted my builder who had our AC inspected, checked the plumbing for sewage leaks and even had the air quality checked by an environmental firm. The environmental firm was checking for sewage gases. We decided to empty the room and remove all the sheetrock as a last resort. The odor disappeared once we emptied all the furniture from the room. The odor was very strong in the room where we stored the furniture.

I was able to isolate the odor to the chairs I purchased from Pottery Barn over 2 years ago. I contacted Pottery Barn to request a credit and asked them to test the chairs to see if the odor was hazardous. They agreed to issue a credit but said they would not have the chairs tested. Their legal department advised them the odor was probably coming from the chemicals used to dye the leather. I am very skeptical that the dye would omit this type of odor after 2 years. I again requested that they have the chairs tested but have not received a response. What should I do next? I have 2 little children in the house and Im worried they have been exposed to something hazardous.

A check for $23.82 was sent to Pottery Barn dated August 4th and sent Aug 4th. It was processed on Aug 27th. They have been charging me for a late fee via mail and at 8:30 am every morning! The fee increases every month and now it is in excess of $80.00!

I am 81 years of age and have been a customer of Pottery Barn for many years. I have paid for every item purchased from thier stores. The aggrivation is emense and I need help in stoppong the harassment!

After taking off work to be home for a scheduled delivery (which was made with the delivery company) of the PBteen Sleep & Study Loft Bedroom furniture I ordered, no one showed up. When I called the delivery company to find out why no one showed up, I was told that they canceled the delivery because some of the items were damaged when the shipment got to their warehouse. When I asked why they didn't tell me they weren't coming, the person I spoke with told me it wasn't their job to call me and that someone from PB Teen should have called me to let me know. No one did!

A second delivery was arranged with PB Teen for the following week. I took off from work again. This time the delivery truck showed up, but the order was missing parts! We're now into the 3rd week of using an air mattress and still no bedroom furniture. The biggest disappointment in this whole mess has been the lack of integrity and professionalism on PBteen's part.

When someone from PB Teen tells me they will call and give me an update, I expect them too. Unfortunately, that did not happen and I had to call them to get updates and fight for resolution. I am unimpressed with their customer service and lack of integrity. I would have gladly canceled the order long ago, but my teenage daughter has her heart set on this new bedroom furniture. I'm hoping she gets it in time for her Birthday Celebration and sleep over on Dec. 5th.

When you buy furniture from PBteen and on check out they have high charges that may amount to 25% of the cost of the furniture. I also attempted to change the address on the catalog and corresponded for weeks with customer service. I also had a coupon code that gave 10% off and they did not honor it. The list goes on and on. Their furniture is over priced and is pressed wood but the name is popular among teens and that is probably why they are surviving.

I also have a smelly Pottery Barn rug that I purchased last October. I am so sorry I didn't do my research and read the many internet postings first. At first I thought it was just a "new" smell, but it just seemed to get worse. Then I thought it was coming from the rug pad (also from Pottery Barn and also smells), which I thoroughly washed and put out in the sun for two days. When that didn't work I removed the pad entirely. When the rug still smelled I tried Febreze, baking soda, rose water, you name it. I have been airing her room out daily, but I absolutely couldn't stand it any longer so I started doing research tonight and found a whole host of others who have the same complaint. I will be calling Pottery Barn tomorrow about returning my rug but I shudder now to think of the effect that it has had on my daughter's health.

I purchased market umbrella from Pottery Barn April 07, they claim the umbrellas are fade resistant. I used my umbrella for 4 1/2 months and it completely faded out. They claim that even the darker colors are fade resistant.

When I contacted PB they tried to tell me the opposite of what they advertise on the market umbrellas they sell. A rep emailed me (this after my first attempt to talk to a rep on the phone) that the darker colors fade faster then the lighter colors. They not only contridict themselves they also misrepresent there products to consumers. All I asked was they replace the umbrella with a new one, they refuse due to it being a year since the purchase date which has nothing to do with the product being defective. I've gotten nothing but a bunch of excuses, this from a huge corporation that shouldn't blink to make a customer who has spent thousands of dollars with them happy. I have filed a complaint with the BBB as well as a local news station that deals with consumer issues.

Purchased 5 Pottery Barn rugs. As with many others, we have finally isolated the burning rubber smell in our house to these rugs.

We have about $3500 invested. I have not yet pursued action against PB, but plan to do so.

I bought my whole house of furniture from pottery barn only 2.5 years ago. The dresser I paid dearly for cracked from top to half way down (BTW, the other furniture also scratches easily). I called PB and complaint about it. Their customer service people kept repeating that it is over one year warranty and there is nothing they will do for me. For a piece of furniture to crack within 2.5 years, it is certainly a quality issue. Even the cheap furniture I got from Ikea would not do that. I hope no one else will buy furniture from PB. With that kind of money, you can certainly get better quality furniture and not PB junk which only looks good.

I purchased two Palampore Rugs (8 x 8 and 8 x 10) from Pottery Barn in Manhattan. I have owned these rugs for less than a year and they both smell like burning or smoldering rubber. It has taken me months to realize that this toxic smell is coming from my rugs. Over the past several months I have had severe headaches, burning throat and eyes, and have been sleeping alarmingly deeply. I now realize that the cause was my bedroom rug.

I believe that my health has been undermined by the contents of this rug. I have read online that others have had similar symptoms and experiences. I believe that these rugs should not be sold in the United States. Pottery Barn wool tufted rugs with latex backings used in the home present real health consequences. The smell is unreal. I have lost $650.00 on the rugs. Please help stop the sale of these rugs in the U.S.

I placed a phone order for a couch on 7/20/07 (order # 072107994932). I called on 8/23 and spoke with Jean (furniture specialist), who stated that my couch was going to be put on the truck and shipped out the following day. On 8/30 I called and spoke with Keneesha, who stated that the couch was being made in North Carolina; that it might actually be on the truck and that someone would get back to me when the couch was closer to my home.

I received a letter from Pottery Barn, dated 9/4/07 stating that my merchandise is delayed and the date of shipment is 9/17/07. I called on 9/15 and spoke with Jeff (extension #2494) who stated that the delivery date would be sometime in mid to late October. When I questioned why would it take a whole month for a delivery that was being shipped from a North Carolina manufacturing company to my house in North Carolina, he said that he would call the vendor and research that and get back to me. I never heard back from him.

On 9/20/07 I called and spoke with a supervisor, Marie Frisa who informed me that the fabric of my couch had been discontinued. No one ever told me of this before. Had I been informed earlier, perhaps I could have chosen another fabric/color and have my couch already. At this point, I have no idea whether a couch is being made for me. I don't want to have to order another couch now from either Pottery Barn or another company and have to wait another 4-10 weeks for manufacturing and delivery. I am disappointed in Pottery Barn.

Several people including myself have been told they are not allowed to purchase at this particular store.. can shop and come in but cannot buy anything.. They said they do not have to sell to us if they think or suspect we are reselling stuff we buy in any fashion, ie; ebay, yard sale, flea market ect. Said they are saying we are wholesellers/vendors.

Think of every customer who comes thru that eventually gets tired of something they buy and puts in their yardsale or sales in some way at a consignment store. They should ban EVERYONE. We do not get any special pricing and are not tax exempt. just shopping and buying like every other person there standing in line. But we are being discriminated because they say we are buying too much of their stuff so we must be selling it. Their whole decision they said is based on purchase history.. Buy too much you they will add you to their list of peole that cannot shop. Discrimination completely. I should be allowed to shop just like every other customers.

Manager will not give any specifics but said it is a coporate decision. corporate is Williams Sonoma Inc., 3250 Van Ness Ave., San Francisco CA 94109 (415-421-7900). Said I am free to shop in regular store .. just not in their outlet? This is also being done to about 20 other individuals. And we just got word it is also happening now in their TX and PA outlets to another group of people they are picking out to discriminate against.

I am looking to fix my damaged table that was burned.

Last year we purchased a wrought iron spiral votive holder from the Pottery Barn Outlet in Jeffersonville, Ohio. The holder is the same as the votive holder still featured in current issues of Pottery Bran's catalog. In November, one of the glass votive holders exploded, while the candle inside of it was lit.

Thankfully, none of the family members visiting for Thanksgiving were in the room at the time, or somebody would've been seriously injured by the hot wax that covered the room. Severe damage was done to our walls, couches, carpet, lampshades, and pillows in the room. We contacted Pottery Barn about the issue, and after being assured of prompt help and reimbursement, we are still dealing with this issue eight months later. We have been manipulated, lied to, and insulted. After signing a release of liability form explaining the agreement we had reached for reimbursement for damages, we were informed that the agreement was null and void unless even more information was provided.

This situation is a result of Pottery Barn's careless craftmanship, as explained to us by THEIR claims representative, and we feel as though we have been treated unfarily. We also know that we are not alone in this situation. The claims representative informed me that this is not the first case of this nature that he and others at his company have handled. We our beside ourselves about what to do next. In the meantime, we are dealing with over $7,000 worth of damage to a living room that was only seven months old at the time of the incident.

Two couches, wall-to-wall carpeting, one wall, two lampshades, and throw pillows were ruined. The cost to reupholster the couches was estimated at $1600 per couch. It will cost $1600 to replace the carpeting. The votive holder, lampshades, area rug, and wall total approximately $600 in repairs.

On 2/26/05, I spent two hours at the Pottery Barn store in Albany NY, where I bought several Items in the store and placed a order for 3 pieces of furniture. The Sales Associate, that helped me, Pam Bennett, opened a Pottery Barn Credit card for me, rang up the sale and gave me both my receipt for items purchased in the store and a invoice for three pieces of furniture that I ordered. Never mentioning anything about the shipping/handling and in house delivery fees.

I reviewed my invoice which stated that the unit price of the 3pc westport sectional was $2879 and the total price of the secitonal was $2879, the other two items were listed the same way with the unit price being the same amount as the total price, one was $1129(westport chaise) and one was $549 (westport ottoman). Later that evening I went on line to show my husband what I purchased. The 3 pc Westport sectional in canvas fabric was listed as $2499 and next to it in parenthasis was ($125), the Westport chaise was listed $949 ($80) and the ottoman was $469 ($30).

The next morning on 2/27/05, I called Pottery Barn online to inquire why the pieces were more money in the store. I spoke to a On line representative by the name of Danny, who listened, placed me on hold to speak to her supervisor and came back to advise that the prices are not cheaper. She said that I paid $2899 for the unit, even though on-line and in the catalog it shows $2499 ($125), The ($125), being the In home delievery fee,she said they then tack on another 10% for shipping and handling, so the total does come out to be $2879. The same went for the other two items the chaise in the catalog is $949 ($80) , for the in home deliver fee and then the 10% for the shipping and handling, the ottoman is $469 ($30) for the in home deleivery fee and an addL 10% for the shipping and handling. She said when you order in the store that is just how they code it with eveything added on the unit price so this way they know it is a store order, not a catalog or on line order. I then hung up the phone and did the calculations.

Based upon the info from a PB catalog that I had, I then realized that I paid $650 in shipping and handling and in-home delivery fees, 14.4% of my total on the furniture ordered went to these fees.

No one ever mentioned this to me nor did my receipt or invoice reflect any of these numbers. I then, the same morning 2/27/05, e-mailied PB Customer Service with a complaint regarding this matter. I received back the same morning a e-mail thanking me for the feedback and advising that it was getting forwarded onto the appropriate party at corporate for review and someone would get back to me within a few days.

When I did not hear back from anyone I called them on Tuesday 3/1/05, at the number they gave me 800-922-9901 and spoke with a lady by the name of Shiela X2835, who actually began to debate with me saying that it was cheaper to order in the store b/c you have 30 days to return it with a refund in Shipping handling and in home delivery fees, where you are not extended this courtsey of a full refund if you order on line or from the catalog. She was not understanding that my complaint was that no where on anything that I had did it state that I just spent $650 in shipping fees and felt it was unreasonable. She dodged the topic by saying that I must of had a new sales associate, in the store because I was entitled to a 10% discount b/c I ordered 5 or more pieces from the same collection (3 pc sectional, chaise and ottoman).

I gladly accepted that which I was supposably entitled to to begin with and she basically ended the conversation. I was then getting my facts together to decide how to pursue this matter further when I received a e-mail response from a Diane Kori 800-922-9901 X2064, from the Pottery Barn Design Studio, who was responding finally to my e-mail complaint on 2/27/05. She said that she reviewed my complaint and felt that the shipping fees are with in reasonable range with furniture companies. She wrote that it was out of convenience that the shipping costs are not listed on the PB signage in the retail store (who's convenience?) and the costs are for the higher weight of the items and to be shipped across country and set up. Once agian not listening to my complaint, although she brought up a valid point for me, that they are not only, not listed on the signs in the store they are not listed on my invoice, nothing was ever mentioned or discussed and they were added into the unit price so that the consumer really does not know what Pottery Barn charges for these fees. The convinience, is for them....

The website and catalog are very deceiving as well , b/c you think that the price next to the unit is the shipping price and it is only the in house delivery fee and they then add the add'l 10% onto the total order, making the prices to appear more reasonable than they are. They also do not discuss, nor put in writing,what the so called fees and shipping and handling is costing b/c who would spend $650 to have antyhing delivered. Also as a side note I know numerous people who can attest to recently ordering furniture from them and not getting any discount for ordering 5 or more pieces of the same collection. They must have a lot of new Sales Associates. I feel that I should be compensated for some of this shipping, if not all, that they failed to disclose and that their sales practices are deceitful and deceptive to make to prices appear less than they are. I can fax you the invoice, receipts and e-mails I received from Pottery Barn, if you would like to veiw them.

I was mislead into paying $650 in shipping/handling and in home delivery fees. These costs were never mentioned nor listed on anything I have. These are deceitful and deceptive sales tactics and very misleading to the Consumer.

Four years ago I bought furniture from the Pottery Barn catalog. It is now splitting and a veneer is coming up. There are more than 10 large splits in the 4 various pieces. This furniture cost me thousands of dollars. Good furniture should last lifetimes, not just 4 years, regardless of the New England environment we live in.

After at least an hour on the phone with them and being transferred no less than 4 times, all they finally said they *might* do for me is to come and take away all the furniture and give me 25% of the purchase price back. This is outrageous to me. I hope it is to you too.

See above. There is virtually nothing I can do about this except let everone know not to buy furnature from Pottery Barn.