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George of Laurel MD (09/04/08)
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.
Soo of Southlake TX (08/27/08)
I am extremely disappointed with Pottery Barn Kids, especially with their customer service. I purchased a whole set of baby nursery furniture from Pottery Barn Kids on 6/21/2008. I received subsequent letters from Pottery Barn Kids notifying me that the chest and drawers and Lullaby glider would be delayed in shipment. The two pieces of furniture were finally delivered on 8/9/2008. When we put the slip cover onto the Lullaby glider, it didn't fit (too large, especially on the hand rests).
I called PBK customer service immediately and was told to return the slip cover and I would get a replacement by 8/21/08. I asked if they could expedite the order since I have waited for the glider for so long and I was going to deliver soon. The answer was no because the slip cover is made by a third party vendor. She said she would monitor the order and make sure I get it by 8/21. The day came and went, no UPS package. I called PBK customer service on 8/22 to follow up. I got a sleepy sounding woman Carolee who could only tell me that the vendor hasn't shipped out the item yet. Of course I know the vendor hasn't shipped the item, that's why I haven't received it. They can't provide any more info as to when I will receive a slip cover. I requested for her to call me back to give me the expected date of delivery. She said she would and obviously, I got no call back from PBK.
I called again on 8/25 to follow up and all they can tell me is they haven't heard back from the vendor. The customer service was so bad that he didn't seem to care if I will ever get the item. He didn't make any effort to resolve the matter. All he said was he saw I called on 8/22 and the order has been placed. I asked if I could return the glider since I can't use it without a slip cover and I don't know if I will ever receive it. He said sure and he would transfer me to another department. All he did was put me on hold for 20 minutes until I hung up, knowing it was just plain bad customer service trying to give me a hard time.
I called the PBK store where I bought the furniture and the manager, Mary, was very helpful and understanding. She checked with 'unfortunately' customer service and was given the same answer. At least she called me back to let me know the status, which is really not very helpful because all she could tell me is the slip cover should be delivered to me by the vendor in 2 weeks' time.
At this point, I have no confidence in getting the slip cover at all, and am very concerned if it will fit the second time. I cannot believe that for the amount that PBK charges on its furniture and products, the customer service can be that bad. It has been a really frustrating experience for me shopping with PBK. I would certainly look for alternative stores in the future for my child's furniture.
Ron of Cameron Park CA (06/19/08)
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.
Elizabeth of Atlanta GA (06/01/08)
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.
Connie of Oxford CT (05/22/08)
I purchased a rug from Pottery Barn Kids in Farmington, CT. I was planning on using the rug in my baby's room. On my way home with the rug I began noticing an odor in the car. I assumed it was something else until my husband told me it was the rug. It was omitting and awful odor while still in the wrapping. So I did some research and found out they use pesticides on their rugs prior to shipping to the US. So I was not comfortable putting a rug with pesticides in my baby's room so I decided to return the rug. At the time I was 9 months pregnant.
I went to the store and asked to return the rug. I gave them all the info and they told me to drop off the rug at 3 p.m. at the Pottery Barn merchandise pick-up location at the mall. So I drop to the location and some man came up to my car and asked if I had a rug to drop off (since the sales associate informed the stock room I would be dropping off a rug). Since it's usually a pick-up location they don't give you receipts for drop off.
I guess I was suppose to drive to the store again, park my car, walk inside the mall once again, and speak with the sales associate to verify the drop off. I did not since I asked the sales associate (Kamala) prior to dropping off the rug if it was necessary to go back inside since I was 9 months pregnant and it would be a huge hassle. She told me she would take care of it and I did not need to go back inside.
Well, I waited 2 billing periods waiting for the credit to appear on my credit card and it did not. So I drove back to the store and asked about my credit. The sales associated Kamala remembered me and said she was told I never showed up to drop off the rug (which is a lie). I said that's impossible since I did and someone actually came up to my car asking for the rug. She called the stock room and of course they claim they do not have the rug. I had them search the Serial # and they say they don't have it. She was suppose to look into the matter and get back to me and of course I never heard back.
So I filed a grievance with the Better Business Bureau against Pottery Barn Kids and that was ignored. I contacted the mall security to see if I could get a copy of the surveillance tape that shows me dropping off the rug but was told that they recently changed their system and all tapes have been achieved and it would be hard to retrieve. They would only be able to retrieve it under a court order. I am very angry about this situation since I feel the store employees took advantage of a pregnant women and stole the rug. It was a $300 rug.
I am also upset with the headquarters for not even responding to my better business bureau complaint. I am also upset since I went through all this trouble to return the rug because of bad practices used by Pottery Barn Kids (using pesticides). I am shocked they are able to continue to spray pesticides on these rugs since the health ramifications on those who purchase the rugs can not be great. The rug smelled so bad. It was awful.
I have lost the $300, the cost of the rug. I have spent countless hours trying to pursue this matter trying to recover my lost money.
Molly of Arlington VA (03/19/08)
I'm so unhappy with cribs purchased from Pottery Barn Kids for my twins. The wood is soft and the varnish chips off every time the surface gets bumped with a toy, vacuum or teething baby gums. Worse yet, my complaints to PBK have gone unanswered! I'll never buy another thing from them.
Connie of San Diego CA (03/03/08)
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.
Jennifer of New York NY (01/05/08)
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.
Rose of Richmond IN (10/30/07)
A Pottery Barn Kids gooseneck lamp scorched the top of table in our child's room. It was used as per instructions (60w bulb). Store is willing to refund money. I just feel this needs to be addressed as a safety issue. Also, the end table now has a burn mark.
Rose of Cary NC (09/26/07)
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.
H.s. of Wilmington OH (05/17/07)
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.
Phillip of Roswell GA (03/20/07)
We purchased the Sausalito celery dinner wear that states it is microwave safe. We heated food on the plate in the microwave, set it down on our table and the plate burned our wood table. The food was extremely cold as well. Randy Lingenfelter at Carl Warren and Company (Pottery barn/William Sonomas third party claims handlers) told me to get the table quoted to be refinished. I did and left the table there because I assumed I would get a check for $275 to get the table fixed. Now they are saying I have to take pictures of the table (I thought this would have been asked for prior to taking it to the refinishers).
I am looking to fix my damaged table that was burned.
B of Minneapolis MN (01/19/06)
I purchased the $700+ sleigh crib in antique white and the paint chipped off when my 8 month old baby put his mouth on the crib rail. Paint was in his mouth, on his tongue, on his clothes etc. I had to call poison control my son's pediatrician and it was an absolutely horrible experience. Not to mention I now have an unusable crib!
They finally after much complaint on my part agreed to bring me a new one and take the old one. However, it will happen hopefully this week, in the interim I have no crib to use!!!!
Karrie of Hilliard OH (08/09/05)
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.
Alana of Kingston NY (03/08/05)
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.
M. of Alton Bay NH (02/15/05)
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.
Mary of Indian Shores FL (03/06/03)
After repeated attempts to get my address and phone no. corrected a daybed I paid for finally arrived months later. Upon deliver, Excel damaged my brand new carpet when the greased wheels of the daybed slid across it (back and forth). Noted same day with them before they left the house and on their paperwork. Then PB and Excel transferred the repair to GA Robbins? and now I am expected to make long distance phone calls to Tammy Sadler at 502-423-7660 who has limited working hours and can never be reached. Been going at this for months. Today after waiting on hold for ten minutes for Nina, I was told she was on the floor and could not be reached.
new carpeting installed in Dec. 2002 ruined and now in need of replacement. I tried several carpet cleaners and professional cleaning and/or replacement is necessary.
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