Pottery Barn Reviews
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Purchased Indio FSC® Eucalyptus Extending Outdoor Dining Table in march of 2022 and noticed that wooden panels/slats are delaminating and curling due to moisture damage. We called customer service and while they were respectful, they would not do anything for us because we didn't bring the table in during the "off season" nor did we cover the furniture. There's only a 12month warranty so there is nothing that they are willing to do. We are also experiencing the same issue with the single chaises and side tables (purchased a couple years ago) so please be aware and do not expect these products to work outdoors. Product looks great but we were needing them to be suitable for OUTDOORS.
I ordered a bedroom set on 4/13/2022. I just received the last piece (the dresser) over a year later. This piece is nonfunctional and the drawers wont open. They can't guarentee me they can send me a functional dresser or that it will get here in a reasonable amount of time. I asked to return the bedroom set and they wont let me as I had one of the pieces since last June. The only reason I didn't have the pieces earlier is due to their shipping. I asked to speak to a manager and they said that there are non that are currently working at 11:15am est. I asked for a call back and they said they couldn't guarentee a call back from a manager.
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I have ordered from Pottery Barn many times in the past. I do not know what happened to this company and cannot rely on them any longer. I ordered a vanity on April 4th of this year. The website said it would be delivered at the latest Apr. 27th. It was part of the spring warehouse sale. The status on the email and website did not change. So I called to see what the status was. They scheduled the delivery for mirrors and the vanity for April 27th. The day before the website changed and it stated my vanity would be delayed. This was the day before delivery. I called and they said it would now be by May 18th. I decided to stick with them because I had put all the plumbing in for my new bathroom based on this vanity.
By the second week of May the status had not changed on the vanity. I decided to call Pottery Barn again and the customer service said the item arrived to the warehouse short. She said they could expedite delivery to the between late May to June 18th. At this point I thought this is ridiculous. I ordered the vanity on April 4th as part of a warehouse sale. Why does it now take until June?
On top of that, everything in my bathroom was finished except this vanity. At that point I didn't trust Pottery Barn any longer. I asked for a refund which they gave and I said you all should pay for my plumbing. They said, not we don't need to because you refused the delivery. The product was short. I said, I am canceling because you cannot seem to deliver the product. In summary, customer service lies. Dates are not reliable. Will never buy from them again. I bought from Home Depot and received a vanity in a little over a week.
Purchased some towels and they were shedding to the point of fuzz getting into eyes, nose, throat and mouth after each use!! Washed them several times, and still shedding. Tried to return about 10 that were in original packaging and unused and told "final sale" and can't return despite the defect. Damon in customer service said no managers speak with customers and refused to transfer to supervisor. He said they are "empowered to make decisions for the company" and kept repeating the final sale mantra with no regard for the unsafe and unusable product they sold.
My mother purchased a lamp (along with tons of other items) for my daughter’s nursery after her birth. The shade was lopsided when I received it. Put the issue aside because I was dealing with my child’s medical issues. Finally had a chance to notify PB of the issue and they don't care because it’s outside the return window. Pottery Barn “kids” does NOT care about kids. So if your child has medical issues and you order from there, be prepared to put those problems on the back burner, otherwise you’re stuck with a defective product. What HORRIBLE policy for a kid's store.
I ordered a crib which arrived on time. I ordered a dresser which took two months to be delivered. I reported it to BBB where I received assistance to have the delivery issue resolved. The dresser was delivered late at night after 800 pm and after a few days Babyletto dresser drawer not closing correctly. I reported it to Pottery Barn if they could send me a part to fix it myself or another dresser but didn’t hear from them again. Pottery Barn was done. There was no follow up, no communication to resolve the drawer and two months for a delivery of a children dresser was unbelievable. I will never recommend or order from Pottery Barn. Their products are expensive therefore service should be better. I have reported them again to BBB and hopefully this review will help other customers.
I placed an order for new living room furniture in early October 2022 and I was charged the full amount in early January 2023, with a estimated delivery date for early March. Without any explanation that was delayed until later April. When the furniture finally arrived 2 of the 4 pieces were completely the wrong color, the error was immediately called out and replacement order placed for the missing pieces. The original date for the replacements ranged between late May to late June. Within 48hours that was updated to LATE AUGUST 2023 for when it would be available for delivery. Realistically we're looking at September. 11 MONTHS TO HOPEFULLY GET WHAT WE'VE ALREADY PAID FOR!
To make matters worse their customer service tactic is completely stonewall customers at every point. Claiming they have no power to influence any improvement in timing, do not have any alternatives than waiting until the product to arrive, they refuse to escalate the case above themselves. AVOID DOING BUSINESS WITH POTTERY BARN AT ALL COSTS. They will take your money, and refuse to help you in any way shape or form if something goes wrong. BUYER BEWARE!
I’m an Interior Designer in NY and have been purchasing furniture for my clients for over a decade. I ordered a 105.5 inch sectional for my client in October. It is the first purchase for this project and I decorated the entire apartment with the sectional fabric as an inspiration. When the sectional was delivered it was an 87” sofa. I called and they said they would order the correct one. After two months, they came to deliver only to find out it was another 87” sofa. I called them again and they said they that they no longer have that sectional in that fabric and that I would have to order another sectional in that fabric. I picked another sectional and they told me they would order it again and expedite it.
After three days I called because I had not received an order confirmation for the new order of 105.5 inch sofa. I spend two weeks calling trying to make sure they ordered the correct one. I must have made 25 calls (no exaggeration). I even emailed the CEO twice, who never responded. My client was so angry and I was frustrated after months of trying to get just a simple invoice of the third sectional. I decided to just wait for delivery and hope for the best. Day of delivery came and when I arrived to my client, my client informed me that the delivery people left for no apparent reason.
I called the dispatcher and they said that the delivery people said there was no one home. They lied and the dispatcher said “sorry we have to set up another day of delivery”. I told her my client had the proof that she spoke to them. She did not care. Today, May 12, is the day of the fourth attempt to deliver a sofa that I ordered in early October. I hope I get the correct one but I have my doubts. This project was completed three months ago and cost me about 40 extra hours of work. I will never use PB again for myself or my clients. The worst customer service.
Recent Pottery Barn experience: 0 out of 5. Purchased discounted open-box living room furniture items from PB back in February for our new house as a way to stay within budget. Only 1 out of 3 items was ever delivered, despite being prepaid. In one case, a delivery day was set up, but the item never arrived. Had to call and find out it had been canceled. No explanation for why. That item did get refunded. PB communication has been extraordinarily poor. Information wrong. Items were not able to be located. Was promised callbacks on status and didn't get them. Was also told by one rep. that in the worst-case scenario if the couch could not be located that it would be replaced by a new one at no extra cost... just a long wait time (already been waiting over 2 months).
Today I called and was told that they won't offer that option, but will have to cancel it altogether. Still waiting on compensation for the "lost" couch. Now I won't be able to afford to get another one to match it with the other one I did get, intending it to be a set. I did everything possible on my end to resolve the situation calmly and patiently and was treated rudely by one customer service person. Cannot recommend PB. I don't normally post bad reviews, but maybe it will save somebody some frustration. GOOD GRIEF! #potterybarn
On April 21, 2023 I purchased a faux plant that ended up looking nothing like the photo as hard as I tried. The outer branches had wire in them but the inner branches were plastic and they were all bent. I called them to return my plant and was issued a Purolator waybill. We only have Purolator drop boxes where I live, no stores. The box would not fit and after 3 emails with PB they would not provide any other means of return. I live in a tower and Purolator is not allowed up and security will not hold then package. I am disabled, I can't drive and have limited mobility and even after telling them this they wouldn't provide an alternate courier service. I decided to remove the box and wrap the plant in a plastic bag and send it through the Purolator drop box. If it arrives damaged it is their responsibility as they were informed. I will never purchase from them again.
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