Pottery Barn Reviews

Husband leaves hospital to meet delivery. Delivery team doesn't have new chair but wants to take old, my husband states the approval for swap and says he doesn't want to return chair without new one. Delivery team yells and curses at my husband. My husband calls customer service and finds out that the swap was never approved and she finally calls back that day with approval. 28th Sept call back customer service as we still have no update on the chair swap. Tanara CS rep has no background, hasn't read any notes and was not helpful, ask for a supervisor (Robin). She is busy and will call us back.

Summary: One of the worst customer service experience with no communication or ownership to rectify a product issue. This was poor timing as the chair was needed for a Caesarian birth of our son. It added stress to a beautiful time in our lives. We are hugely disappointed with the company and how they run their business. We would like this issue escalated and fixed by the end of the week as well as compensation. Please listen to call as they are recorded and let us know the outcome.

Two and one-half weeks later, an email was received, informing us that the sectional would be delivered on Sept. 14, between 1200-2:00 pm. To date, the sectional has yet to be delivered. The delivery company was VERY RUDE when I contacted them. Now, it seems the sectional has been rerouted to Denver, Co, and is scheduled to arrive at the warehouse on 9/16. Who knows when it will be delivered. I have NEVER experienced such treatment with any other company, and will not do business with Pottery Barn again! Am very disappointed in the customer service!!!

Two months later, we get a call to schedule delivery. Great! I scheduled delivery, but let the delivery center person know that we could only do deliveries after 12 pm (noon) - she said, "Fine no problem," and scheduled my delivery for Monday 8/28. Then the Sunday before delivery day, they called to confirm my delivery at 8 am - I explained to her that per our previous conversation I could not do early morning. She then said, "Well we can't promise any particular time." OK, well then why didn't she say that the first time?

Anyway, the delivery was rescheduled for Saturday 9/2. Friday 9/1, I received a very strange and rambling "confirmation" voicemail from the same woman (she had at no point identified herself by name) - stating that tomorrow we would receive only *ONE* chair because (according to her) we "ALREADY RECEIVED THE OTHER ONE VIA UPS", and we would also be receiving the rug. (We hadn't received anything at all, let alone anything by UPS.) Immediately I called back, and spoke to someone different who assured me that that woman was "new", she didn't know what she was talking about, and I was set to receive BOTH chairs tomorrow and the rug, no problem - and they are all being loaded on the truck as we speak.

Sunday morning 9/2, I receive a call from the same woman who I had been dealing with all of the times (she still won't tell me her name) - and in a very stern and unapologetic manner told me she was calling to "inform" me that we would be receiving only the rug... as their delivery center had **LOST** both of the chairs. Too bad, so sad... our new delivery estimate would be at least ANOTHER 2 MORE MONTHS. (That means NOVEMBER delivery for items we ordered in early JULY!) I explained to her that we have already waited a very long time (2 months) for these chairs, and we cannot wait ANOTHER 2 months! She really couldn't care less, and just kept repeating over and over that they are just going to have to reorder. Finally I told her, someone needs to search your trucks and warehouse because 2 chairs don't just disappear like that! She said she would "try" and call me back. She also refused to allow me to speak to her supervisor.

Well, she never did call back, so we called the delivery center back to find out what was going on. The man I spoke told me that he didn't know what was going on, and the woman that I already spoke to was his boss (and not "new" as I had been told previously) and there is nothing he can do. So then we called Pottery Barn customer service and after being on hold about 30 minutes... finally got to speak to a representative. We explained the situation, and she had us on hold for about 45 minutes or so before letting us know, "Sorry, we have no idea what's going on... we should know by Tuesday 9/5."

So Tuesday 9/5, I call Pottery Barn customer service... and after a wait of 20 minutes I finally get to speak to someone. He puts me on hold for another 20 minutes and comes back with the same story - he has no idea what is going on, but tells me - "Well, Monday was a holiday so they probably didn't search the dock yet... give it another few days and call us back Thursday." So Thursday 9/7... I call Pottery Barn customer service AGAIN... and after a 20-minute wait, I speak to a representative, re-explain the entire situation, then she says "please hold" and I get put back into the same hold queue to speak to a customer service rep. 20 MORE minutes later, I speak to one of her colleagues, RE-EXPLAIN the entire situation, then get put on hold for another 30 minutes while she tries to figure it out. After waiting that long, I get the same run-around - "Sorry, nobody knows what's going on, try back TOMORROW".

So Friday 9/8 we call back. Another 30-minute wait to speak to a human being. That woman tells us, "I don't see what the problem is, according to my system, you've already received the chairs." At this point I'm not sure how much more incompetence we can take, so we ask to speak to a supervisor. Another 30 minute wait, and we get transferred to someone in "leadership" who puts us on hold for another 20-30 minutes and the answer we get from him... "Sorry, my boss is gone for the day. We don't know what's going on. Call us back tomorrow."

At this point, it is a week later since we were supposed to have our delivery, and nobody can tell us anything about where our chairs are, if they have even bothered to look for them - or anything. No supervisor has called us back (despite multiple requests to get a call back), and we have literally spent *5 HOURS* of time on hold with Pottery Barn customer service trying to get this mess straightened out.

Nobody at Pottery Barn cares at all that the delivery center has lost our custom order items that take 2 months+ to be re-made, nobody at Pottery Barn cares at all how much time we have wasted trying to get this issue resolved, and nobody at Pottery Barn cares at all that they have sold us some very expensive items that we have not received... and probably never will. Dealing with their delivery department and their customer service has been pure torture, and I really regret ever purchasing from them. Based on the wait times that their customer service line has... I suspect there are a lot of complaints and problems, and Pottery Barn is just hoping that people get tired and give up. I will NEVER order from Pottery Barn again, and I would urge anyone considering ordering them to think about what you will do when you have problems and your items don't arrive, or if there is an issue with your order. I would not wish this experience on anyone.

The second order was placed on Aug 2nd and again was supposed to be a quick ship. I was investigating finance charges being assessed on my Pottery Barn credit card (Aug 25) only to find out that the order was sitting in the warehouse awaiting shipment... and again the order had been changed from a quick ship and again not eligible for return. So I was being charged for having them, they are not eligible for return and they are sitting in a warehouse in the now ravaged torn Houston area. I will never, ever purchase anything from this company again.

I've wasted at least a total of 8 hours of my time on the phone with PB this summer (not including the unproductive 20+ min phone call I'm on right now allowing me to simultaneously write this review). Once this last issue is resolved, the products are not enough to keep me from running as fast as I can in the other direction and not looking back.

I tried to contact the company to see what happened in such cases and no response. There is no telephone number (that I could find) but there is an email. It responded that it will get back with me and after three weeks no response. I have to send the gifts through UPS for twice the value of the gifts. This is almost 5 weeks after the wedding (since I was traveling the whole time). People should definitely watch out for this company. Lousy website, lousy service and no customer service to even go over your complaints. They just ignore it all.

As soon as people started buying stuff things that I requested one of kept appearing as if I added another to registry so therefore I was getting duplicates of things that I only wanted one of, they were personalized items that are not returnable. I went into the store in Short Hills NJ and the manager was on the phone for 2 hours (as I waited) with the online people who couldn't understand why that happened. Well it kept happening.There were things on my registry that people couldn't see including me when I went on my computer. They were suppose to be there since I am the one who put them on.

Every time I called they would put them back on the registry then they would disappear again. It kept getting worse with them. I totally regret doing a registry with Pottery Barn, I should of went with my first instance and picked Crate and Barrel. If you want to have a lot of stress with a registry then pick Pottery Barn. They definitely lost my business as my house is being renovated. They would of got a lot of business from me but no chance I would spent a dollar there now.

I live alone and don’t have animals or small children, so I don’t anticipate linen being an issue. I added a few pillows to it & it looks wonderful!! It also has storage in the ottoman, which I use for my throws. The desk and coffee table are extremely sturdy and are exactly as described. I have a small nook in my bedroom, which is where I put the desk. It’s a bit larger than I expected but it looks amazing. The coffee table is stunning and fits perfectly with my sectional. All in all I’m very satisfied with my purchase. My only complaint is that the coffee table wasn’t white glove service, so it was pretty awkward trying to get the heavy glass to my condo.

My nightmare began a year ago in June. I purchased a PB custom sectional, PB chair and several other pieces to complete my family room. I have kept the entertainment piece, console table and end table (it's hard to screw those items up) but have returned two rugs, the sectional and chair. There were MULTIPLE things wrong with the sectional, from the start. They sent out a guy to remedy the issues which is protocol I guess, he said, "Well these things happen after a couple of years" which I replied, "This is 2 months old." He agreed there were issue with it. PB let me keep it while a new one was ordered. Took at least 3 months.

When it was delivered it was the wrong color. Another 2-3 months they deliver the third sectional. It wasn't any better, in fact it was worse — same issues, left piece didn't fit the wedge properly, cushions weren't filled all the way, right piece of the sectional sat 1/2 higher than the wedge, cushions didn't lie flat... AND the bottom of the right piece sectional had a hole in it the size of a basketball!!

The delivery people obviously knew it was torn (or they tore it) because they taped it together with clear packing tape!!! I'm furious I didn't see that before they set it down. I only noticed it when the tape started coming undone and black batting material was hanging down from under the sectional. I discovered the hole when they picked the furniture up. I couldn't believe it.

The furniture was picked up on June 19th. I still don't have my refund. Just like everyone else, I've made numerous calls, spoke to numerous customer service people, and been told different things regarding return policies and refunds. Even after being told my return was approved and sent up for processing, I still haven't received my refund check. After reading several of these complaints I'm not confident I will see my refund anytime soon. I am disgusted with this company. I feel I've been taken advantage of. Everyone needs to put the word out on this company. They shouldn't be operating.

This is absolutely absurd how long this has taken. If you want furniture reasonably quick to fill a room, forget going to the Pottery Barn. What kind of big company operates this way. If the company puts furniture on display at one of their stores, they should have the inventory available within a reasonable amount of time, or simply not sell it. SHAME ON THIS COMPANY.

Second, the headboard comes today 5/8/17 a short three months after the order, I had to make multiple inquiries about the status and delivery date. No one bothered to send any updates. The headboard was oddly lumpy and the nailheads were all crooked and unevenly spaced. The driver refused to take the return immediately so I called customer service and went through three departments and thirty-five minutes of holding and this time a new driver came back again and picked it back up. I am waiting for a full refund. FYI - The third delivery guy said the headboards always get returned Waiting through that automated menu to get to a live person is maddening all on its own. Then you get transferred at least three times. Customer satisfaction seems low on the list of this company's priority list. Pottery Barn experience - F.

In my case, I placed an order on February 12th, paid in full a top price, supposed to received the item between April 3rd and 17th. Now we are in May 15th, I'm still waiting for my item. And there were no emails or phone calls on their side to explain the situation. I've been calling for weeks and each time I'm getting different answers (or lies). They don't even care about their customers. After you paid them you have to do all the work for them. Calling, asking, writing emails about your item. Cause no one from the company will even bother themselves to inform you about the delay. I would NEVER order from Pottery Barn again. DO NOT RECOMMEND.

After several emails with customer service, I was told that they received "no response to their inquiries" about the location of the hutch and that they were re-ordering with a delivery date in late July. Payment was processed for the piece by Pottery Barn in April. The piece is necessary for an event at my home at the end of May. Subsequent to the above order and before the trouble started, I also ordered a Benchwright pedestal table. I was told that shipped on time to the local delivery service. However, the delivery service never delivered. When I inquired as to where the table was, Pottery Barn could not find it. That item was also re-ordered and delivered about two weeks later with a small discount applied for the trouble.

Warning: either someone is stealing thousands of dollars worth of very large and heavy furniture from Pottery Barn OR Pottery Barn's inventory and shipping control system is kept on index cards somewhere OR the company is engaging in dishonest business practices. Without a more satisfactory remedy and after 10s of thousands of dollars spent with PB, this is certainly my order from them. What used to be a higher-end national retailer has certainly experienced a downturn in both quality of service and their position in the marketplace. At those prices, I highly suggest shopping elsewhere.

Well, the bed frame came back today and still wobbles. But this time the new delivery specialists weren't surprised and even said, "All of these bed frames wobble because they are connected with a hook." I paid $2k for this?! Great. So, after realizing just now that there are no product reviews on PB's website, here I am. Literally writing this review as they are finishing cleaning up. After reading the other reviews I am entirely convinced that this is intentional.

I reached out to customer service and my email inquiry somehow went through twice, so I got 2 different responses. The first email said the delivery date would be 4/28/17 and the second said my furniture was on back order. When I called them out on it I got the standard we are so sorry etc. FOR LYING. I just followed up again today and the 4/28 date is now 5/18. We have family coming to stay the first week of June and I will be so embarrassed if these old sofas are still here. Pottery Barn needs to understand you cannot pretend to be a high-quality company charging high-quality prices without high-quality efficiency, processes, and customer service.

I am a realtor and explained that I didn't want to take Saturday off and then find it was only one piece so please, please make sure the delivery would be the entire thing. Saturdays off for me are a premium as that is when all clients want to see homes. I received a phone call three days later from the delivery hub telling me it was not going to be delivered as not all of it was in. I explained that it was two days away and I had already taken it off, too late to now schedule the three clients I had scheduled for the following Saturday. This happened three times as I am writing this! I have once again taken a Saturday off, three in a row, I have lost one of my buyers costing a commission of 2.5% of a potential home sale of $300,000. Who can blame them? They have been told three Saturdays in a row that I cannot show them a home.

I have repeatedly called Pottery Barn to complain and have been shuffled through customer service AND "LEAD" people who refuse to allow me to speak with a supervisor. I have requested calls back from supervisors and have gotten none, I have called the delivery company and been told it is all there but "the truck is full and it is too late to schedule the delivery for this Saturday" (which was last Saturday). So I figured it would get delivered this Saturday. No phone calls to deliver, I called them again!!! And was told they don't know what is happening and would get back to me.

Today is another day with a phone call to them and nothing has been resolved. I just looked up my order number online and it says "To schedule a delivery, please call **, your delivery was put on hold as per your request." I am so upset that a so-called "respectable" business is this inept and has no regard for its long time customers. It is obvious to me that I don't matter. The $1300 I paid doesn't matter. THEY HAVE MY MONEY SO WHAT DO THEY CARE?

Pottery Barn needed to file a claim with their insurance, Broadspire. They expressed concern and a need to determine the origin of the bugs. Their concern wasn't in the expensive couch we purchased; it was in covering their own mistake. They sent an inspector who did not want to inspect the couch. They inspected the store and warehouse, according to them, three weeks after the fact. Wow, after three weeks of cleaning, they found no bugs in their facilities. The bug infestation that their inspector termed as two months old had to be our fault.

The problem with their conclusion is the bugs only exist on the couch. After two months, the bugs would have been everywhere. No one's been bitten, and there aren't any bugs anywhere else. Pottery Barn has decided to refund us the cost of the couch, but the cost of delivery, an exterminator, lost wages, legal fees, and a storage unit for a bug ridden couch, those expenses belong to us. I will never shop at Pottery Barn again. I will also be seeking legal action.

All in all I feel that Pottery Barn failed me as a customer and that they did not take my complaints seriously nor did then try to offer me a different product. Buyer beware stay away from their down seat product as well as the Carlise sofa and the PB English arm. Both just horrible. I am still hopeful for a good end to this but I currently am not holding my breath.

I called back and the next thing told me a supervisor would call me within 24 hours, 4 days later no call. I called back and waited on hold for 30 minutes for a supervisor who then hung up on me without even a hello. Instead of calling me back she 'left notes' on my account! Eventually I was told UPS would come pick up the crib which they did but wouldn't take the crib because it wasn't in a box and that Pottery Barn needed to send me a box. So I called them back and after an hour on hold they told me they can not send me a box and I have to go buy a crib size box from UPS... most awful and hideous company ever. I would never shop there again or ever let anyone I know shop there again.

The hand -rubbed bronze finish is really just brown paint. No just any brown paint, but **-colored brown paint. There are two giant weld seems 180 degrees opposite each other down the entire length of the side that pop out from the sides - no hiding that mess no matter how you turn it! There is no reason to have 2 seams on a metal tube, especially for this price. The etching is clearly not hand-done. I maybe understand the machine work, but it's sloppy. It's just gross! Not really as represented in the pictures that looked fresh and authentic for a metal drum accent table. If I didn't have to eat the full cost of shipping - both ways, I would immediately return it. Don't buy this! I'll probably just end up putting a cover over it, which I could have done a lot cheaper using a cardboard box.

I got worried so on April 1, I called customer service again and a rude old woman named Teresa got my call. She was far from the first agent that helped me. She was not helpful and her tone of voice sounded irritable all the time. As she was checking the transaction she didn't say anything so I thought I was left unattended. So when I said "Hello, are you still there?" She shouted back and said "yes I am here, can you wait!!?" I'm like really?! I told her "you don't have to shout at me!!!" It's so ridiculous!! This is the most horrible customer service I've ever encountered. I won't do any more business with Pottery Barn again!!

Additionally, I purchased a desk chair and it was back ordered. Every week they tell me it will be another week. It finally started showing up yesterday - we received two pieces to the chair. I have no idea when we will receive the rest and if they will be shipping one piece at a time. Fingers crossed nothing in the chair is damaged. I also order a desk lamp - the base had a big dent in it. That was returned and reshipped immediately. In the meantime I have an empty room, a disappointed little girl and boxes of the remaining furniture in my way in the garage. My mistake is not checking online reviews before the purchase because they are very consistent about the quality of this pricey furniture.

I finally called customer service and I explained my concerns. The lady told me to send pictures. I did. She then got back to me only to tell me that after a second opinion there is nothing that can be done. She said that the only thing she could advise me to do was to steam clean the couch. I didn't call about a stain! Plus it's velvet. I asked to speak to a supervisor and she told me too bad no returns and that she can't help me. Wow! After many years and thousands of dollars spent at the PB this is all I get? I thought maybe they would offer to fix the cushions I come from a family of quality upholsterers who owned their own business. I will never do business with PB again. What a disappointment!

OMG... This is their own product! I wasn't trying to buy another person brand with a discount coupon. It's their own product. How stupid is that, that you have a buyer that follows the rules of your coupon and makes the trip up, only to hear... "Sorry, that regular priced product that you want happens to be EXCLUDED." What a farce. Pottery Barn, you have some beautiful products but you have a BIG problem of customer service. Not only did I go away from there not happy and go to another top store to do my buying that by the way, was great! You need to step up if you are going to want to stay in business for the long run. Great products and horrible customer satisfaction do not bode well for your future.

On 1/26 we received a call asking if we could accept delivery 1 day early. We said sure. The "white glove" delivery arrived on 1/26 with the dresser. The 2 delivery men said they had the picking slip for the chair but could not find it in the warehouse. This is concerning because our credit card was charged for both pieces. In addition, the delivery guys asked that I sign and date for a 1/27 delivery and if I have a complaint to not call until 1/27 because they were not supposed to be working on 1/26. So not only was there no chair and my CC was charged, the delivery men asked me to lie for them about the delivery because they were working when they weren't supposed to be.

It is now 2/16/17 and only the dresser from the original order has been delivered. The chair, curtains and night light are still not delivered and the anticipated delivery date keeps getting pushed later and later into March. It is ridiculous that curtains and a silly nightlight take almost 3 months to be delivered (assuming they are actually delivered in March). We called again on 2/6/17 and were told the chair would be delivered on 2/13/17. Nope. Called again on 2/16/17 and were told 2/22/17.

I have now learned my lesson so I asked to speak to someone in the warehouse. The warehouse informed me that they did not think the vendor would still be supplying this particular chair so we might as well just cancel the order because they doubt it will ever arrive which is funny because customer service told me 5 minutes earlier that their screen was showing a 2/22/17 delivery so clearly another lie. So we cancelled the chair order. However, the website continues to carry this very chair and claims a 1-3 week delivery. Clearly false advertising and questionable practices since they charged my CC for an item they do not have. They also continue to sell the nightlight and curtains on the website but are unable to tell us if/when they will ever be delivered.

We placed an order of over $3,000 in furniture and accessories for the nursery and have had to cancel nearly all of it because they are unable to tell us if/when the items will ever be available. Good luck if you ever order from this company. They charge CC for items they don't have, delivery people ask you to lie for them, and when you call they make up fake delivery dates to string you along.

So I asked how the heck do I return this??? Guy said he'd mail me a label. So fine. Well 2 weeks later, still no label. Called again. Was put on hold for another 10 minutes, said he couldn't see where any label had been requested! Geez!!! Put me on hold again to speak to someone. They decided I should put my return out on porch and let UPS come with label and pick up my box! Bottom line... horrendous service, ridiculous procedures, terrible service reps, and the LAST TIME I SHOP THERE unless they revamp their return procedures and deal with the inept people answering their phones. Don't know what happened to this company, but they've seriously declined! As of now, UPS has NOT picked up my return. Please help!

The rugs were brand new, in the original packaging and were sent back to Pottery Barn. I was told that "It's too much money to refund without the tracking number." I find it unbelievable that I am supposed absorb this cost. This is a company that claimed to pride itself on good customer service. Clearly, something went awry with their returns system, but the customer shouldn't have to take it on the chin. I am now a very unhappy customer - and I would caution all customers to be wary of returns.

2 months ago I made a purchase and forgot to provide a $25 certificate code. I called the following day and the customer service agent said it was possible to add it after, and proceeded to take the information. I never saw the credit appear on the account, so subsequently called in. I received an apology and told it would be corrected in 24 hrs. It wasn't. Called in again after I received my statement, told it would be fixed in 24 hrs. And finally today, after 4 calls, I am told the rewards code cannot be applied after the purchase is made. I am sorely disappointed with the lack of knowledge and cohesion between Pottery Barn and its rewards program. It doesn't work. It should not have had to spend hours to get assistance on issues, that I never ended up getting resolved. I will be moving on to another retailer.

I wanted to be able to use the couch as a guest bed because I am in a tiny 2 bedroom condo. It is comfortable as a bed because the seat is very deep, I think this is why it is so uncomfortable to sit on. I was also disappointed in the fabric, I chose the Sunbrella performance because it was supposed to be the most durable, but my cat's claws (which I trim regularly) snag the fabric very easily. The quality of the build seems to be OK but for the price and due to the no return or exchange policy, I would avoid this purchase!!! I spent well over $3000 for these two items and could have got a very similar product at Living Spaces for 1/2 the price. Sadly Living Spaces opened after I order this sofa and chair.

On 1/16, I received a phone call from PB stating that my order was cancelled due to a pricing discrepancy. They were cancelling my order, due to a mistake THEY made. I spoke with 3 different customer service reps and the only thing that offered to do for me was give a 30% discount on a full priced item. THIS IS A STANDARD DISCOUNT PERCENTAGE AND IS NOT UNIQUE. I am outraged by this company. I have contacted their corporate office, Williams-Sonoma and have even have gone as far as filing a consumer complaint. Next will be a lawsuit This is FALSE ADVERTISING. This is the worst company and I will spend the rest of my life warning people to not spend their money with them.

When I called customer service, they held the position that they have every right to cancel a customer order, if for any reason they find that they have made a mistake or need to make a change to an item. As a customer who has purchased several pieces of furniture from Pottery Barn had my wedding registry with Pottery Barn, and have countless items from Pottery Barn, West Elm, and Williams-Sonoma, I am beyond disappointed with the response that I have received from their customer service department.

I explained that if I had come to the store to purchase an item, and then left the store with my item, they certainly would not come to my home to take it back. When a company makes an error and the customer benefits, I strongly believe that it is in the company's best interest to honor their prices and respect that consumers have a choice in where we spend our money. I explained to the customer service provider that to lose a customer over a mistake on their end, only confirms that Pottery Barn has truly forgotten that it is the consumer that matters most. I can only imagine that when Pottery Barn began to boast themselves as having the finest customer service, they did not mean only sometimes, based on their discretion. As a consumer with many options, I will never spend another penny of my money at Pottery Barn, West Elm, or Williams-Sonoma.

Received following Message: "ORDER DIFFICULTIES. We're sorry, but item 8000630: Hampton Storage Bed & Vanity Tower Set, Bed, Hutch, Left & Right Tower, Simply White, Queen cannot be shipped to HI, the state you have selected in shipping address. If you choose to continue, this item will be removed from your shopping cart. Or you may click Edit Order, and choose a different shipping address." So I called customer service and lady was clueless as to why item could not ship to Hawaii... did not even check with management to find out. Well Pottery Barn, not that you care, but you just lost a $10k to $20k order!!! Terrible service by another large corporation that does not care about customer service.

When you try to return the incorrect items, they only provide store credit instead of a full return!!! Their rewards program is a SCAM too... Ex: We had $675 in rewards that never was mailed, so we had the clerk at store look up to use. We bought the coffee table for $800 using our PB credit card. The charges were immediately applied to the card, no rewards money has been credited, and now our statement is due PLUS we still don't have the table!!! We literally have 4 PB gift cards sitting here with 2 rewards because they have screwed up so many times and we are terrified to continue to use them. PLEASE STAY AWAY...

After about 20 minutes this woman walks up to me and says, with a scowl, "You're looking for furniture?" I told her I was interested in slip-covered, down-filled furniture. She said that there wasn't anything like that in the store and walked away. Didn't offer to find any for me, didn't offer me a catalog... Nothing. She retreated to her "designer studio" at the back of the store, immediately got on the phone and didn't even look my way again.

I was really, really surprised at her attitude and lack of customer service skills. I was ready to put down thousands of dollars, but she lost the sale. She also lost a life-long PB customer. She may have been having a bad day, but she came off as being arrogant and rude. When I walked in the store I was interested in speaking to a designer about my living room remodel, but I wouldn't do business with this woman if she were the last "designer" on earth. PB needs to send in a secret shopper to this location. I never got the woman's name as our conversation was that quick, but I was there at 2:30 pm on 12/31/16. She was the only "designer" there.

So I get to the store with my son and I walk up to Associate #** (Jan or Jane I think she said her name was) and I explained to her that I would like to return a defective plate. She immediately started asking me what I did wrong to cause the plate to crack (in an accusatory tone). She said that I shouldn't overheat the plates as they can crack at "high temperatures." Well I only heated the plate in the microwave for a minute and the plates do say, "microwavable," which typically means that they can be microwaved.

At the register, she said that she needs to search the database to ensure she had the plates in stock. She had a very rude, pretentious tone throughout the return (like I was inconveniencing her). She scolded me when I told her that I didn't have a receipt and then said that just this one time she would replace the plate (by the way my lovely wife usually sends me into these very difficult/uncomfortable situations, knowing that I will get absolutely accosted by the associates).

The associate repeated several times during the return process that I didn't have a receipt for the return (just in case I didn't feel uncomfortable enough) and asked me how many days ago that I purchased the dinnerware (again, standard procedure, but it was the tone that upset me). She also needed to see my drivers license for the return and entered my full drivers license number and expiration date into the computer, which is a very odd practice for a simple exchange.

In the end I did get the plate exchanged, however, I did lose about 15 minutes of my life and felt very dissatisfied in how I was treated as a customer throughout the return process. I could actually have cared a less about if I was actually able to exchange a $10 plate from the premium retailer. She could have completely rejected my request in a calm, polite, nonpretentious manner and I would have been happy as a lark and went on my merry way. However, this associate (and I am guessing that this is not a isolated event) went out of her way to spread her misery upon me during my joyous holiday season, and for that I will forever call this event, "The Pottery Barn Grinch Who Trolls Dishes"!

This additional delay would put delivery 8 months after the original order was placed; this schedule is unacceptable so I called Pottery Barn on Dec. 29 to cancel the order. I am now being told this is a direct from vendor item, and that all they can do is contact their vendor and "attempt" to cancel the order - with no assurance this can be accomplished. Further, there will be no notification if the order is canceled, I need to call back in a week or so and check with Pottery Barn to see if they were successful in getting the order canceled.

If the order can't be canceled it is their position I should wait 8 months from when it was originally placed to receive the sofa... my position is it is unacceptable to expect a customer to wait through their multiple months (5 total) of delays with no recourse to cancel the order. Compounding the issue is this $5,000 order included coordinated arm chairs and ottoman, which I am informed are ready to be delivered. So I am now stuck with non-returnable chairs, but can't get the coordinated sofa in any reasonable length of time. It seems to be a risky proposition to purchase furniture from Pottery Barn, a risk that I will not take again.

I received an email on 12/13, stating my item was "temporarily out of stock". Nothing further was stated so I called PB to inquire about status. The first rep I spoke with initially told me there was an error and that I should receive the item on 12/19. When I asked whether he could ensure this date, as I explained the items were gifts he then responded with an apology saying he was confused and in fact the item was out of stock and I was already issued a refund. I was never informed that I received a refund and certainly no communication that I would not receive my holiday item, which is time sensitive! I explained that I had the same exact experience with an PB Easter item. That is, PB advertised online that they have an item in stock only to receive an email over a week later stating they are in fact out of stock.

The issue is how to compensate someone for their time. I now will need to find another holiday item, of good quality, which at this point is far more challenging as seasonal items sell out. PB waited over a week to notify me that they never had the item in stock at the time I purchased online. Completely unacceptable and poor business practice. Do not advertise and sell items online if you do not have them in stock!

I requested to speak to a manager, which this rep attempted to transfer me 2 times, resulting in a disconnection both times. I called back and spoke with diff rep, again explaining the entire situation, who ultimately said "sorry". I told him an apology was not sufficient and that PB should honor my order and my loyalty as a very good PB customer by compensating me with another similar item that is in stock for the same sale price I paid. He told me he could not do that. The best he would do is have a "supervisor contact me in 24 hrs". This is truly unacceptable for a company that promulgates "top-notch services to customers".

Dec 2, 6:30 PM UPS delivers my first sofa. I'm shocked at how BIG the boxes were. The pictures were bit deceptive. I opened the box. The sofa was the wrong sofa. But I attempted to assemble it as I didn't want to charge Pottery Barn to send UPS AGAIN to pick up the wrong sofa Pottery Barn sent in the first place. I was going to keep the wrong sofa--out of the kindness of my heart. Dec 2 11 pm--I tried to put it together and realized the WRONG parts were sent. I called Pottery Barn to schedule pickup of wrong sofa and to ONCE again make sure the other sofa order was canceled which I called twice to cancel anyway.

Monday Dec 5--9:30 am UPS delivered the sofa I canceled 4 TIMES. I refused sofa. I called Pottery Barn AGAIN to let them know a sofa I canceled 4 times arrived at my home and that I refused the delivery. I also complained that on Dec 2 I dropped the sofa on my right foot and I heard a CRACK on my two toes. Dec 5, their Insurance Company calls fr Folsom CA. I told the whole story of how horrible customer service was. They assured me twice UPS would be out Monday to pick up the 6 boxes of the wrong sofa. I waited ALL day Monday. NO UPS. I called Pottery Barn AGAIN. Spoke to Supervisor. "No Problem. UPS will be out Tuesday." I had someone place 2 HUGE boxes outside my door and 4 smaller boxes in lobby. Pottery Barn REPEATEDLY asked me to place heavy boxes in lobby. I told them if they didn't want to get SUED they'd better have UPS pick up the 2 HEAVY boxes from outside my apt.

Tuesday arrives. UPS picks up only 3 boxes and leaves a note. "Pottery Barn only issued call tag for 3 boxes." Though I told Pottery Barn numerous times there were 6 boxes. Tuesday night 9 pm, I spoke to SONYA at Pottery Barn and yelled at her. I told her the only reason Pottery Barn would ship out the wrong sofa; then ship out a sofa I canceled 5 times, then charge my credit card for BOTH was to swindle the customer. Then not pick up 3 of the 6 boxes I repeatedly told them was in my lobby and outside my apt for pickup. BOTTOM LINE: NEVER EVER ORDER anything from Pottery Barn Teen or its affiliates UNLESS you'd like to waste your life away talking to stupid customer service people.

Two business days later with no callback, I called Pottery Barn again. Person that day said she would have the hardware sent to my house and I would be contacted by the delivery company for setup. After a week and no callback, I called again. Finally got to a customer service person who was responsive. She advised that the hardware was on backorder and I was better off getting a new bed – which was also on backorder but not as long. I had to call the delivery company myself to arrange pick up of the bed with no hardware. Delivery company said that it didn't make sense to send a new bed and they could send hardware. I then received a follow-up from Pottery Barn saying they were picking up the old bed.

When I followed up with delivery company, they confirmed hardware was on backorder and I would get a new bed. Scheduled delivery for old bed to be picked up and new bed delivered same day. But, when delivery company came to pick up the old bed, they didn't have the new bed and didn't know anything about it. After another series of phone calls to PB and the delivery company, the new bed was delivered and assembled. When my daughter came home from school, she advised that the bed was assembled incorrectly and several pieces were in the wrong spot vs. the photo.

Another call to PB and the delivery company and another schedule of the delivery company to fix the bed. Delivery company showed up to fix the bed assembly – and didn't have the right size wrench to fix the bed!!! My situation still isn't resolved. I just know this has been the worst furniture buying experience of my life. And I should mention that every "call" to PB and the delivery company–national and local–involved long hold times, getting cut off, calls back and forth. I have my cellphone records to document the 30+ phone calls–not to mention emails–just to get a bed delivered. Crazy bad service. Don't know how they're still in business.

On the first customer service phone call, I rudely was told everything was returned after 30 days, despite having a UPS tracking slip in front of me and the Pottery Barn website to prove otherwise. On the second phone call, I was denied being connected to a manager, told that nothing would be done despite the website policy stating the return policy. And despite this customer service rep stating there was no one else to speak with, and she could't do anything, she kept stating, "They aren't going to do anything." Who is they? I was also told that the 30 day return window begins when you order the product which is stated nowhere on the website or receipts. This is absurd considering it was a back ordered and shipped item.

I have never written a bad review of a company, service, etc., but this experience is so outrageous to me. Having worked in retail for years, this is the worst customer service experience I have encountered. Considering the cost of their products, shipping charges, etc, you would expect top-notch customer service. Pottery Barn flatly refused to honor their own return policy and have permanently lost me as a customer.

I called again and had to start fresh with another extremely rude customer service agent. Long story short they have screwed me out of over $1,500 in promised rebates. I spent over 15,000 with Pottery Barn and have never been treated more poorly by any retail company in my life. I'm currently talking to an attorney not because I expect to recover much, but because I refuse to let this company steal from its customers on principle.

Original Review: Oct. 25, 2016

I made a purchase using my $500 rewards from the $5200.00 dining set I had previously purchased. I was buying one more dining chair and a desk credenza. The representative and I talked, and using my rewards and a 15% off discount my total would be $279.00 and she placed my order and took my credit card. Fast forward over a month when I checked my credit card bill, I was billed $600! I just got off the phone with multiple rude representatives that argued with me and talked over me, saying I didn't use my Pottery Barn credit card so the rewards of $500 could not be applied!

Somehow this is my fault because it says so on the back of the rewards certificate! It's not their fault their representative took my order and quoted me a price based on what we discussed, but it's my fault for not reading the fine print on the back of the certificate! Isn't that illegal to tell a customer you are charging them one price and then charge them more without notice? They are now saying there is nothing they can do, it's done!

So I can't actually see or track my second order on the website. Another problem I have had is that they list an availability date on the product page, then when you go to checkout the availability changes AS YOU ARE ORDERING. But if you go back to the website as if to order another one, it still has the earlier availability date. So I thought these items would be available October 3, and as I checked out it changed to October 31. A week later, without notifying me, the date was pushed back again to November 14.

Back to the order. The office chair was shipped first via UPS, and it was packaged very well and was in good condition -- I think. There was some black hardened welding material on the bottom of the chair which I found odd. It seems functional, though I haven't tried to raise or lower it yet... maybe I should. A few weeks later I received the Cabinet and the File Cabinet with their White Glove Delivery. Now this delivery was scheduled between 4:30 to 6:30 pm. I didn't actually pick this slot, they just informed that's when it would be. At 2:55 pm I get an automated message saying the delivery will be there in 10 minutes and if I'm not there I'm out of luck. So I'm rushing to my house during the workday to meet these delivery guys who are arriving an hour and half before the time slot even starts.

They carried the items in fully assembled wrapped only in saran wrap. The delivery guys were pushing a tablet in my face to put my signature down, however they would not let me read what I was signing saying. They "couldn't go back to the form from the signature page". AFTER I signed two forms I could not see, they placed the furniture down. The Cabinet had a large crack on the side and I told them I was refusing that. They rushed that out and drove off. Examining the remaining File Cabinet further, there were knicks, scuffs, dents, and some smaller cracks. And the paint job was terrible on the insides of the shelves and the undersides of the cabinet.

So I called Pottery Barn minutes after the men drove off, who told me they would be sending a new Cabinet and File Cabinet and that they would take the damaged File Cabinet away at the same time. Of course, I still can't see my order online, so I call in the next week to check. The rep tells me that that my new Cabinet and Desk Chair are on the way. What??? I didn't order a replacement Desk Chair. The rep says she made the changes. I email the next day to check -- they still think they're sending me another Desk Chair. This time they "really" change the order.

A few days later I receive the replacement File Cabinet via UPS in a box. Now these File Cabinets weigh 130-150 lbs which means they weigh more than I do. I had to recruit two men to pull this thing out of the box. Yet this one is damaged even more than the first. I now have two gigantic File Cabinets basically in the hallway and I have nowhere to store them.

I tell Pottery Barn I need another replacement but they need to come get these first. They say UPS will come and pick them up on a Friday between 7 am and 9 pm. Excuse me? Do they not realize people have jobs? I won't be home all day on a business day. That aside, I remind them that the first File Cabinet was delivered without a box, and the second File Cabinet is too heavy for me to put back into the box. Even my male helpers balk at trying to squeeze that back into the box (which is already somewhat torn from pulling it out). Pottery Barn then says they cannot help with that, but they will send someone from their delivery hub to pick up "but cannot guarantee that they can pick up both cabinets." Wow. Just wow.

I'm seriously considering cancelling the whole order. If I have this much trouble with file cabinets who knows who they'll handle a whole desk. I can't wait 4 or 6 months for two or three replacement desks. For the record, the items seem to be shipped just fine. But whoever they're outsourcing their manufacturing to (probably a sweat shop in China) has no clue how to build, assemble, and paint large furniture. They advertise a "kiln-dried wood frame" and paint "applied by hand in a multi-step process" but this furniture looks worse than bottom of the barrel IKEA. Not only is there damage like chips and dents, but there are black and white paint splatters sealed into the sides and top of the cabinet. Like someone assembled the whole cabinet and took a paint sprayer and just went at it.

They really do a disservice to the beautiful designs they show in the catalog with the abysmal quality of the actual products. You may get a nice item on the first try, like I did with the shelves. But it's a total crap shoot. I would not recommend anything that is large or looks complicated from this company because they will do a crappy rush job. Small bathroom shelves? Okay. Desks, beds, sofas, kitchen tables, etc. and you're going to be regretting this whole ordeal like I am. I have about 30 pictures but ConsumerAffairs only lets me publish a small few.

She seemed to come around and said she'd look into it and call me. Another sales person did call me but was matter of fact and said she would not honor the furniture coupon as I purchased the ottoman earlier that day! I was so frustrated, I decided to call catalog and they honored the coupon and I ordered the chair. Meanwhile, it has been 43 days, and I still don't have the chair (which has been sitting in the warehouse). I called customer service, and they couldn't find the order. They gave me the delivery service number, but they are not good about answering or returning their calls. I should have the chair by the end of the month...(60 days from time of delivery). I'm a good customer, but I will NEVER return to our local store with current staffing.

Funny, I discovered the manager was the one "helping" me in the store. She also badmouthed a former manager, which I find completely inappropriate! Pottery Barn needs intervention in their brick and mortar stores! They also need to streamline furniture orders with delivery; otherwise, Pottery Barn will not be a successful company as there is fierce competition who will provide excellent service.

She then got her supervisor who quickly recognized that what they can see on their screen DOES NOT APPEAR ON YOUR BILL... Finally their respective manager offered to give me a math lesson and told me all I had to do was first find the numbers on one page and then go to another page and subtract them from those numbers and PRESTO "this is how we SCREW the consumer" (my quote not his). Pottery Barn is deceptive. Pottery Barn is misleading. Pottery Barn is not consumer friendly. PURCHASES OF $5,632.00 PAYMENTS OF $4,424.00 AND WE STILL OWE $2,264 AND HAVE PAID OVER $542.00 IN INTEREST.

I called again after being on hold for about 28 minutes and the girl who answered the phone this time in customer service said she didn't know why I didn't have a response by now. I then had to resend the same email with the photographs to finally get a response. The response I got was the peeling is really normal on this type of sectional. They did not address how the material had started to unravel and how the sectional just looked a lot older than a year. The sectional has barely been used and it looks like it is several years old. We are so disappointed with the quality of the furniture this time. And they don't seem to be very responsive as they already have on money. If we don't get a response from them in because the quality of the sectional, we will absolutely no longer do business with Pottery Barn. Thanks.

Chase Visa was actually the most impressive when we finally refuted the charges. They were very disappointed in such horrible customer care & lack of organizational methods from such a LARGE company (All of this time I'm thinking we just need a couch & our chair)??? The ottoman had been delivered the first or middle of the second week??? Totally showed up on our doorstep no call, no nothing??? 500$ ottoman outside sitting???

Currently it is September 28th. Our furniture was supposed to be here on the 19th. I have spent countless hours on the phone with both Pottery Barn & their MDX shipping company who does not seem to know what the other hand is doing. No one knows what they're doing. I hope these reviews get to someone with sense & the power to stop all of this craziness. I kept excusing it thinking it was just bad luck--but Pottery Barn is going downhill fast. After this last encounter with MDX, the man was rude & lacked any type of humanity & who promised to call me back in 10 mins (it's been 30). I think we will refute all charges & refuse to accept anything further from Pottery barn. I cannot even describe all of the crazy phone conversations I've had in the last 3weeks. It would be an entire book.

Three months later, when I opened the cardboard box containing the wine glasses in the picnic basket, one of the glasses was completely shattered. I contacted customer service about this today, and was given attitude that I was just discovering this issue now. They indicated they would follow up via email with a potential solution without any certainty. I also re-addressed the discount code issues, and was given another vague excuse that promotion codes do not apply to sale items without any concrete evidence of that. This was terrible service and misleading business practices, so I will not be shopping at Pottery Barn again.

The customer service agent asked me what I wanted her to do--UHHH how about make good on order. NEVER AGAIN, POTTERY BARN. I love going into your store and buying a fun thing or two every mall visit. NEVER AGAIN. I love buying GIFTS for new babies there. NEVER AGAIN. I especially love buying seasonal items for my kids there. NEVER AGAIN. What a bummer.

A week later, we decided to give PB another chance, thinking maybe it was just a fluke. My wife went into the store and ordered the matching hutch for the buffet ($1600). The item was under promotion and listed at 25% off. After she paid, the employee and manager who rang her up told her they could not give her a receipt because they had "closed it out". My wife argued that surely there was some record of this transaction - they insisted there was not, and the best they could do is mail her a receipt the next day or she could come in and pick up a receipt at a later date.

My wife protested because she was being asked to leave without any record of the purchase, and without knowing she was charged the correct amount. The manager and employee reassured her that everything was fine and that it was rung up correctly. They did some searching and provided her with an order number, and she left the store.

That night, she saw on her debit card statement that she was charged $497 more than the price of the hutch - they had not applied the 25% discount. She called PB customer service and explained the situation, and gave them the order number she was given in store... only to find out the order number the manager gave her was from the original buffet purchase from over a week ago, not from the hutch they had just overcharged $497 for.

About 15 total hours of telephone hold time and several days later, we have not received a refund of $497, and no one has contacted us to deliver the hutch. We get different stories each time we call: the refund was issued a week ago, the refund is about to be issued, etc. At this point it appears Pottery Barn is engaged in unlawful practices, baiting people into the store with claims of 25% off, then charging your card the full amount, and not necessarily even giving you merchandise in return.

If this isn't resolved soon by PB corporate (who we have left voicemails with), I will be contacting the Attorney General's office in Pennsylvania and seeking out other aggrieved parties, as well as going to the Magistrate and seeing if charges can be filed against the employee and manager who overcharged my wife's debit card with nothing in return.

Updated on 09/29/2016: I first ordered a Carlisle Sofa upholstered in Vintage Velvet Ebony around August 2015. The sofa arrived looking different from the fabric swatches and with damage. I sent photos to them and they offered me a discount or a return since they stated I received the wrong color (Color was a velvet gray). They didn't know if my sofa was upholstered in the wrong fabric or if it was a bad fabric batch so I returned it.

Now here it is a year later, and I ordered the same exact sofa (I thought I let enough time go by to not get another bad batch of fabric). Waited two months for it, and it arrived with the wrong color (again!) and with a big brown stain on the seat. Pottery Barn is letting me return the custom sofa because of the stain, but they told me the color is correct.

Pottery Barn's vintage Velvet Ebony shows up under the "black" color category on their website but it is gray! And it even turns a silver shade in certain light. Nothing near black and nothing near the swatches sent to me or what I have seen in store. PB use to have a gray Velvet which they have since discontinued, but I have a feeling this is that fabric. Someone has it mislabeled and I know I am not the only consumer upset about the color differences. Huge disappointment and a waste of time.

I called back to customer service and spoke nicely with a rep. She promised to call back in 24 hrs but never did. August 31st I called back. Explained the problem and asked to speak with a manager. After an hour and 10 mins on the phone waiting the rep would not transfer and promised to call back and that she would definitely handle the situation. She never called back. I called again today Sept 2 and spoke with a rep and demanded to speak to a manager. She transferred me to the warehouse after she told me she was sending me to a manager. I have been on the phone for 2 hours and 25 mins today. I did finally speak to a rep who pretty much said I will never speak to a manager but that they would compensate me $400+ dollars upon delivery of the furniture. This is cute. I am really beside myself at this point as I just can't believe what I am hearing.

You may not believe me, but as a real estate agent I know what treating customers right is and this is unacceptable. But at this point, you guys win and I give up. I suppose I will never get to speak with a manager and while I would love to cancel my order, I don't have the time to wait on the phone anymore. But please know I will NEVER order a piece of furniture again from you guys and will make sure to share this experience with EVERYONE I know. I thought much more of your company and employees, but now I know that if there is a problem, you have no recourse. Thanks for the enlightenment. I would think waiting a month for delivery would be unacceptable. Evidently it is not.

When I call, the only thing they can say is, "we will send the manufacturer another request and have to wait for them to respond." Are you kidding? If they have not responded to four requests they are not going to respond to a fifth! I asked, "well can you simply call them?" The answer I received shocked me. They tell me they don't have a phone number that they can call.

You have to be kidding. You expect me to believe that a multi-million dollar company doesn't have a phone number for one of their furniture manufacturers? How stupid do they think we are? What an insult to our intelligence. The only thing they can offer me is to either cancel the order or place another order and wait several more months for it to arrive. Why would I do that? You couldn't even fulfill the first order! I swear it is like talking to robots. They refuse to transfer you to a supervisor or manager and tell you there is nothing that a manager can do.

I am a consultant that works with multi-million dollar businesses and it floors me that this company is still in business. If the companies I worked with operated like this they would not only suffer in profits, they would be embarrassed. Pottery Barn doesn't care. That is why they don't allow reviews on their website. They would rather hide behind false promises and hide the truth about their products and practices. Sorry Pottery Barn, you lost thousands in business with us. I doubt you will care though. I don't think you care about anything.

I also sent my request to correct the name via email and a second time via email after I received the order confirmation. All I received was an automated response: "Thank you for your email. We are dedicated to responding to our customers in a timely manner. We handle email messages in the order in which they are received, and we reply to most messages within 24 hours. This is an automated message. You can also find order tracking and shipping information, as well as answers to some of the most commonly asked questions about our products and company at: www.potterybarnkids.com/customerservice."

It's been over 5 days and no one has responded to the issue or even tried to explain why they wouldn't make a simple change for me (it was one letter in the first name!). The next thing I got was notification that the order had been shipped. Nothing had been done about correcting the gift card and no one ever even addressed the issue. In fact, since placing that order, I have been bombarded with marketing emails. I will never place another order with them again.

Three days later I never heard from anyone. I called back and was on hold for 32:06 minutes. The customer service person came back and stated he was trying to get a manager. Back and forth with a customer service rep and a manager never coming to the line and the final answer was "best we can do is a 30 dollar merch credit." I hung up taking nothing. I said "no manager is going to come to the phone?" Customer service rep stated "I am unable to locate one as we are experience high volumes." NOT ACCEPTABLE. I am so upset. Pottery Barn was one of my favorites places to shop. However I will never shop here again which is why I did not want the 30 bucks to their store. I spend 180.00 bucks on a chair and they want to give me money to come back to them! NO WAY.

However, the rewards number was unavailable and I was told to call customer service to see if they could apply after the fact. I did and I was told yes, that they could accommodate me, however I needed to call back in a few days because they could not see the rewards on their end. When I did call back to the purchasing department/catalogue department of Pottery Barn, Supervisor Jessica from the California call center told me "no matter who I talk to they won't apply the rewards after the purchase has been made" with a bad attitude. I so sick of getting the run around with this company and the credit card too!! For $140 delivery charge on a $415 item you would think that you would receive someone who is a little bit more professional on the other end of the phone line!!! I have to say that I am one UNHAPPY CUSTOMER!!!

I also mentioned I didn't like the feeling of being ripped off, so I wanted to just cancel my order. Then, they told me since the item had been shipped to "warehouse", I would be charged a delivery fee of $130 and no refund. This case, I might as well just ask you to deliver and ask for you to pick up, so I can have my delivery fee well spent. This is the worst experience I've ever had.

Then I didn't get a receipt and it took me two phone calls to get an order number. I scheduled the delivery while I was on the phone for the following Friday, 12 August. The nice lady said I would get an email the day before and a phone call 30 minutes before. No email, no phone call, no bench. I looked under Track Your Order on the website, and there was my order, scheduled for White Glove Delivery between 4 AM and 6 AM. I phoned on Monday, everybody very apologetic, passed around the system, rescheduled for Wednesday 17, you'll get an email the day before and a phone call 30 minutes before, White Glove Delivery. Tuesday came, no email. The Customer Service number says it's open until 6 pm PST. I phoned at 4 pm PST. Recorded message said they were shut. I emailed. They answered very quickly, saying my bench would arrive between 7 am and 9 am next morning, White Glove Delivery.

I got the kids off to school etc, hurried to make space for the bench. no delivery. So I rang again. The Delivery people said that was a false timeframe; deliveries began at 8 and I was second on the list, White Glove Delivery. I got the phone call at 11 and a gigantic truck, too big to get down my driveway, arrived at 11.30. I sent my husband up with the pickup truck. The driver said he was there to collect a bench. My husband said no, you're here to deliver a bench. After some argument, he persuaded the driver to search his truck. He found the bench and helped my husband put it in the truck. Then. he left. I checked with Customer Service. Oh yes, they said, White Glove Delivery includes delivery to the home, unpacking, assembly and removal of packing materials. But not in your case. (Oh, and I could have got an almost identical bench from LL Bean for $100 less than the PB sale price.)

Upon calling in, I discovered that this bag was completely sold out and therefore could not be replaced, Pottery Barn also does not have a repair center to fix the bag!!! Seriously???!!! So, if Pottery Barn did QUALITY ASSURANCE CHECKS, would I have gotten a broken/defective bag? I think not! With a QA check, we would have had a bag as ordered without deficits!!! These checks identify potential issues before it got sent out!!! I should have never gotten this broken bag!!! Now I am back to the drawing board with bags, waiting on a matching water bottle (which has no guarantee to match a bag, if Pottery Barn chooses to make more of this bag) and waiting on a credit! Thanks Pottery Barn! I am pretty sure your extra $25.00 will not come in handy with a sold out ** bag!!! Do your QA checks!!!

I called and said I would take the same bath mat in another shade of blue but you need to honor the price. "Oh no, we can't possibly do that." They offered to give me the same bath mat in a shade called Apple Green. If I needed green I would have ordered green. Long story short, I have no bath mat, no alternate and a pending debit transaction on my account. I have bought a lot of stuff from them over the years but I won't be anymore. I have to replace a lamp I broke but after that I am done.

When I pushed for a resolution she said they no longer handled their complaints and gave me a third-party email address to email them regarding this. Very disrespectful to treat a long-standing customer this way. I have purchased three sofas, multiple tables and other furniture from them. Will no longer shop with Pottery Barn.

I called PB and my desktop is back ordered. I will not get it until September. Four months is too long to wait for a $1200 desk. I will never buy or order anything from this company again. They need to better vet the companies with whom they contract for delivery and they need to work on their customer service. I have wasted my time and money by using this company. Stay away and beware of the "white glove" delivery service.

We paid in full THEN the NEW ottoman shows up and we are charged - and paid again in full. I had to call the store OVER AND OVER - spoke with Jackie - to get a credit for the ottoman that we sent back. I asked for a SIMPLE apology letter and was assured that she had told "customer service" of my request for one. I don't want to think about how much time and energy I have wasted on this sorry store. They should be ashamed at the complete lack of customer service. I have requested a refund from the credit card company - I am not holding my breath. You can get MUCH better furniture for a better price and much better experience going somewhere else. Save yourself the trouble and PASS on Pottery Barn.

Then I went to open the drop down door to find that 1 side had the hinge completely stripped out. Called consumer service, informed to take pictures and send along with explanation of damages to QT department and they would be contacting me. Two calls to customer service and still no response. I am really disappointed in Pottery Barn. I had planned on ordering all new office furniture from them, but after the lack of response to take care of my issue, and reading all the other complaints from other customers when you do have a problem, I have changed my mind. For the price, shipping & handling charge, delivery service fees, Pottery Barn should stand behind the quality of their products and be prompt at correcting any issues that arise with their customers.

On delivery, one of the drawers was defective and the deliveryman said he couldn't attach the headboard as a result. He said he would call and have a replacement drawer sent, and that it would be no problem, and someone would call me. No one called me, of course, so I called customer service and a very nice woman set up an order for the drawer and promised to send a gift card for my trouble. But guess what? After a week of waiting for email confirmation about the drawer shipment, I called customer service again today and was told it turns they can't send a replacement drawer, and they'd known this all week but not bothered to tell me, and if I wait another three months I can get a whole new bed instead. I just do not accept that one small piece of hardware has to necessitate a new bed. As I type this I am on hold with customer service and have been for 45 minutes, waiting to speak to a manager.

I called to find out what happened (Nell was the representative) and immediately was told it was my fault... I must have not called in time. (At this point hadn't even asked for my order number. She said she would note my account and proceeded to ask me a few questions, and then keep me on the phone for 5 minutes and finally said "Your account has been noted.") Never offered an apology. I told her I recorded this encounter on my phone and she immediately changed her tune. Whoever is hiring the personal for this department needs to raise the standards. Very very upset. Feels like they just were screwing with me...

I have an email and website statement that clearly states the original purchase and price. NOW they are trying to tell me that I have waited almost 3 months for furniture they were never going to send me!!! This has been a waste of a lot of time, money and overall aggravation!! THIS CANNOT BE RIGHT. My complaint has been filed with BBB.

Purchased the Turner Roll Arm Leather sectional couch the first week of March of 2016. We were told it would take a month for delivery. We waited until the first week of April to call and ask about the status. They reported shipping issues and that it would be May before we would get our couches. Called back last week of May and got the runaround again. Called this week, week of June 10th, and was told hopefully they will receive it by late June for delivery in July. I was on the hold for over an hour waiting for a supervisor. After being hung up on, got a returned call and ask to wait again for a supervisor. Waited another 30 mins. When the rep got back on the line I explained the situation. She advised me that maybe it would be best to cancel the order since they don't know the delivery date. I was floored.

I wanted to speak with a supervisor to discuss how to remedy the situation and am advised to cancel. After all of that I still wanted to speak with a supervisor and after waiting another 30 minutes asked to have my call returned to discuss my concerns. 4 hours later, still waiting. I have now waited four months and told that at best it would be another month plus. The best part, they don't know when they will be able to delivery the $8,000+ couch so I should cancel. So disappointing. We are going couch shopping this weekend before canceling our order.

Original Review: June 9, 2016

I purchased a pair of drapery panels from the Dallas store. They were returned by UPS within a week of purchasing. My monthly bill arrived (only item on bill were the drapery panels) and I waited to send in the payment because I assumed the credit would be processed within a few days. WRONG! I received a call from the "collection department" demanding a payment in order to keep my account current. I explained that the panels had been returned. They transferred me to a manager who was very nice and agreed that I should not send in the payment. He told me to wait a few days and check my account online to be certain that the return was processed. He assured me that the "late penalty" and interest on my credit card would be waived.

I have been checking my account but still no credit for the return. I tracked the package and it shows that it was received at the PB store on May 26, 2016 (today is June 9, 2016). They have had the drapery panels for 14 days and still no credit has been processed. I have just spent 40 minutes on the phone being transferred for one person to the other and this is still not resolved!!! Enough to drive you crazy! Do not purchase from Pottery Barn if you think there is any chance you might have to return something!!!

I ordered the four piece Pearce Sectional in Vintage Velvet Ebony online on 3/13/2016. The sectional cost over $4,000. Prior to purchasing the sectional, I went to my local Pottery Barn and received numerous fabric swatches. I decided to go with the vintage velvet fabric in ebony. My order was supposed to to be delivered between May 7th and May 20th. I checked the order status of my couches regularly and at one point I noticed the delivery date got pushed back to July 7th - July 20th (Pottery Barn never notified me of this change) and when I called a few days later they said the delivery date would be the end of June, however, that date got changed and they were delivered on May 28th.

My husband was home when the couches were delivered and said it was a rush delivery job and he didn't even have a second to look at the couches before he signed the delivery slip. As soon as I walked in the door, I noticed a HUGE mark on the back of the couch. It looks like a massive V, it is as if someone tattooed my couch. Clearly, something had put a huge mark on the fabric. I also instantly noticed that the fabric on the armrests had been sheared off. On the sides of the couch, the fabric was severely damaged. There were quite a few spots where the fabric had been sheared off. It looked like my couch was "dirty." There were also white lines around the seams of each cushion that were 1/4 inch white strips where the fabric had been damaged.

I immediately called Pottery Barn and emailed them the pictures. No one responded to my emails. After 48 hours, I called them again and asked if anyone had received the pictures and they told me I needed to email the quality team directly. I did this and got a call from Richard 3/31/16. He said he clearly sees the damage, he can see that this is a different fabric then my swatch, that this was unacceptable and that he is sending the images over to the vendor and they would launch an investigation to see what happened.

I told him that in addition to the images that I provided there were many other areas where the couch was not holding up. You can, quite literally, sit in one spot and then stand up and see the fibers coming out of the fabric. I told him I did not want these, because I believed that they would be bald in 6 months. He said he would put my order on pending until the investigation was complete.

I also informed him that the fabric that the couches were upholstered in responded completely different to water than the fabric from the fabric swatch. I know this because I sat on the couches with VERY VERY damp hair and the fabric turned into a completely different color. After the fabric dried, there was a clear spot on the sofa that I tried to rub off, but it was still visible. He said we would wait and see what the review showed.

I spent over a week waiting and finally got a phone call on 6/7/16 from Lisa in a completely different customer service department. They said that they reviewed my images and the only damage they saw was napping on the armrest and they could replace that fabric, but it is the right material and that my swatch could have been cut on a nape and that is why it appears different. She said that vintage velvet fabric is supposed to be cut at different lengths and that is what gives it the "vintage effect" and that it says this on the internet and I could look this up myself to verify.

I said, "So the huge V on the back of my couch is supposed to be there?" She didn't say anything. I also asked how cutting the fabric on a different nape would completely change the color on the backside of the fabric. If you turn my swatch over and take a picture of the inside of a couch cushion they are completely different colors (I have attached a picture of this). I think asked to speak with Richard and he said the exact same thing.

He said they had to go by what the report said and that is what it says. I am so upset by this, I spent so many hours working on purchasing this couch and it is so upsetting to be told that I am completely in wrong and that they take zero responsibility for what has happened and are unwilling to do anything to fix this. I simply do not believe that any reasonable person would look at the images below and say that this couch was not damaged in numerous places and that it was upholstered in the same fabric. The fabric in my sample is a completely different higher quality fabric. It feels very different from the material that the couch was upholstered in. I told them that I wanted to return the couches and they JUMPED all over this option. This was clearly the option that they wanted, maybe this would conceal the evidence?

What they should have done is apologized for the damage, acknowledged that my fabric was indeed different, and offered to replace the couches in a different fabric price protecting the rate that I paid plus giving me an extra percentage off for the stress and hassle of all of this. Right now, if you go to order a Pearce Sectional in vintage velvet ebony online, they are saying that the delivery will take place in 12+ weeks. There were only one or two other fabrics that had such an outrageous delivery schedule which, to me, suggests there could be something going on with this particular fabric.

Original Review: May 25, 2016

We purchased an expensive Pottery Barn sofa set and the back cushions started to sag at around 1 1/2 years after normal use. This is crazy as we have had back sofa cushions generally last for 5 -10 yrs with only some sagging. I called in the issue and after "corporate review" they could only provide a 30% discount on replacement because it was past the warranty period. Give me a break - will not buy a sofa from them again. See that we are not the only ones complaining about sagging PB cushions. Do some research before purchasing!

I explained that I was most frustrated by the deceiving information on the website stating the item was available June 4 to ship only to find it being SIX weeks later when I went to check out. I also explained that I was expressing this so that something could be done to prevent others from the same frustration I was feeling. The customer service rep kept repeating the same sentence at least 5 times about the fact that it would be shipped on June 4 to a local shipping company but then it's an addition 4-5 weeks for it to arrive to me. She clearly had a script in front of her. When I asked why there were no opportunities for customers to review the furniture on the website, she stated because disgruntled customers like myself would post negative reviews! Oh my!!! While I have purchased many items over the years from Pottery Barn, this is my first (and last) attempt at purchasing furniture from them online.

The pillows (supposedly hypoallergenic) had a strong smell that didn't go away even after several days. And when I called customer service about returning the mattress due to it being way too soft, I was told I had to pay about $80 to return it (which is like 1/4 of the price of the mattress). So don't believe whatever their website says and try to avoid them if you can. I spent tons of time on the phone with them and got some fee waived, but still this was a very unpleasant experience that one should try to avoid.

Original Review: May 9, 2016

in SAGE green velvet. I spent a fortune! These velvet slipcovers became discolored (on the cushions and seats only) very early on. They turned into a mustard green. (I really didn't know what to do. Busy mom of two kids at the time.) Then a few years back, I tried to order new slipcovers for the seats and back/side cushions only, and was all set to do so, but PB at the store level refused mentioning different dye lots. I assure you my sample of SAGE velvet was identical to the body of the slipcover and it would have resolved this mess for me. I would have been happy with the outcome. So all this time I have been irritated and frankly embarrassed by the condition of the sofas.

We moved into a smaller home in 2013. It was my intention to sell the sofas and replace with a sectional. Money is a factor. I could not find any sectionals I liked that I could afford. I still liked the idea of slipcovers, but did not want to deal with PB again. In the end, I contacted PB and after much haggling on my part got them to agree (there was a 20% off sale at the time) to an additional 5% = 25% discount on ONE set of slipcovers (thinking I would part with the second sofa. Now I have to tell you that I could not sell these sofas. No one wants them. I decided one sofa was enough, that it was more affordable to just get new slipcovers. Only my daughter maintains that I need both sofas for enough seats. So today I have asked PB to honor the arrangement we made and give me the same 25% discount on a second set to make me, their customer, happy, especially in view of the deplorable original slipcovers.

I must add that the first set arrived here a few days ago. They are a far superior quality compared to the velvet covers, the seams are stronger, better fit, they go on well, and the zippers look stronger, unlike the velvet covers. I was told by PB that they now use a different manufacturer. Well...no wonder. I called WB Customer Service after emailing back and forth. They flatly refused to honor the discount for the second set. I sent one more letter along, and copied it to the nice customer service rep who helped me back in April. I also stated that I would publish my unhappy experience on Facebook and wherever I can, because I am very angry. Now I will have to get rid of the second sofa, as I refuse to pay full price for the twill. PB prices are very high for stuff like this, which is why it took me all this time to bite the bullet and order new sets. I think the right thing to do is to honor the discount for the second set.

So, I call them yet again and explain that no instructions were included. They told me "well, they should have been." They said for me to look at the item and try and do my best because they were not permitted to send me the instructions. I'm, sorry, but WHAT??? That is beyond STUPID! WHY in the world are they unable to send me a copy of some assembly instructions? Now, I have an item that is no good because it can't be assembled, and I can't return it. What a joke of a company. Tell me, what is it that a "customer service rep" does these days? If they can NEVER help the customer, then what is their job? What is the point of employing customer service reps? Thanks for the ripoff, Pottery Barn for kids. I will NEVER use that sorry excuse for a company again, and I hope they go under.

I asked her if she could give a confirmation that the delivery had been scheduled, and she said "You will receive it via email." I said "Can you confirm my email." She noticed that they don't even have it. I told her "how are you supposed to send me an email confirmation if you don't have my email, and how can you not have it when it is required to place an order online." I don't know how this company stays in business. Oh the worst part is that dresser had a huge dent, and they just painted over to cover the damage. I will never buy anything from this company again.

To make matters worse, a week after my purchase, the towels went on sale. The Pottery Barn customer service representative responded to my request for credit by saying "You're going to hate me, but we don't offer a discount even if the price reduction occurred one day after your purchase." I personally don't do that much business with Pottery Barn, but I thought for something like this, their quality would be good, so I went for it. Pretty much done with Pottery Barn. There are so many great options out there. Lesson learned!

This happened previously when we were building a home and I returned light fixtures. Again, they even had a store manager convince me with my returned my account was credited. I do hope this is a mistake and the store credit that was mailed is a mistake. On the good side, the chairs are comfortable and beautiful! Came with off white cushions which is not very practical. New slip covers appears to have snags in fabric but, took two to put slip covers on so I'm gonna deal with it. I AM OVER IT!

In the meantime we already ordered a mattress which was delivered (yes unlike Pottery Barn, some businesses do actually deliver their product on time!). The only option that they gave us is they can cancel the order! It seems such a simple thing to do without being considerate of the fact that we ordered other things to go with the bed which are now useless! They are a furniture company and cannot deliver a simple bed that they confirmed for delivery at one point! And not to mention the outrageous charges they have for delivery including some bs white glove service! Stay away from Pottery Barn or their related companies! Their customer service is absolutely atrocious! Such businesses do not deserve the high costs they charge customers.

Back in September I decided to call and try to get a replacement for the defective fabric and cushions, and to this day this issue is still not resolved and I still do not have a replacement for the sagging cushions. I did receive a new cover, but with the wrong size cushions. The people that I have been dealing with have been nice, but keep in mind that I have dealt with 3 different people trying to remedy the situation. I cannot tell you how much I regret spending the money on this sofa and how frustrated I am that this sofa looks like **, excuse my French, but you would be just as upset if you had an expensive, crappy looking sofa in a house you just moved in to. Please keep this in mind when purchasing furniture from Pottery Barn... You're better off spending less elsewhere and replacing the sofa sooner if need be.

I was told that they were not honoring the price but they would handle the delivery cancellation and I would no longer need to be involved. My husband then called and requested again that they honor the price since we have purchased so many things from them and have been good customers over the years. My husband was then told it was still under review. March 3rd the delivery company came with the desk, at which point I was under the impression that the managers decided to honor the original price of $325 plus applicable tax and shipping. I have since disposed of my old desk, purchased desktop merchandise, from pottery barn to match the desk and drawer inserts.

It is now nearly 6 weeks later and I was left a message from a Vin in logistics at Pottery Barn telling me that he set up a company to pick up the desk unless I want to pay $799 plus tax and shipping charges, which would make this desk now over $1000. He left no extension for me to reach him to discuss this matter. They have every phone call and conversation documented in their computer notes that confirm everything I've said. I contacted them tonight and once again did not get to speak with a manager after telling my story and holding for nearly an hour. I was able to tell the representative that I would be filing a complaint against Pottery Barn with the Federal Trade Commission because what they are doing is illegal and also told them that I will not be allowing anyone in my house.

I no longer have my old desk to put my computer and office supplies on if they remove a desk that I've owned for 6 weeks. They had originally credited my account with the purchase and I have since checked my account to see if they reapplied the charges, which they have not. I had offered to pay the $325 but it was not accepted. It is my understanding that I would not even be liable for any charges at this point according to the law. Pottery barn is harassing me and threatening me. I have literally spent thousands of dollars there! I have filed two formal complaints about Pottery barn regarding this issue. Pay attention to your customer reviews, Potterybarn because they all say the same things and eventually you will run out of customers. My money is just as green at another store.

This is clearly an unacceptable answer. I have a $700 futon that does not work properly. I then spent 40 minutes on the phone with another representative that told me that this issue has gone to the "site manager" and that this was the end of the road. Once the site manager makes a decision nothing else can be done. I have been a loyal Pottery Barn, Pottery Barn Teen and Pottery Barn Kids customer for over 15 years. I will never order another piece of furniture from this company. I am absolutely appalled at the lack of customer service. They are very helpful when you are placing an order and taking your money, but the minute their product fails or is faulty they are no longer willing to help and that has been made very clear to me.

According to the quality team, I will receive my new cushions in mid-May. This is ridiculous. I'm so sorry that I purchased from PB. I should have checked this site first! I still hope they will correct the problem or refund my money. I've also reported this to the salesperson in the store that I purchased from but keep playing phone tag with her. A very sad customer here.

I call PB customer service and was instructed to send an email with certain information, including photographs. I followed all of the instructions. I was told it would take 3 weeks to receive a response; if I had not received a response in 3 weeks, I was supposed to follow up. I did not receive a response and sent a follow-up email. No response to that one either. I called customer service again and was told that my claim was denied because the purchase had been made over 90 days ago. I inquired why no one responded to my email and the representative said that someone *should have* contacted me.

Pottery Barn does not stand by its products. I purchased the Hudson bedroom set thinking it was of great quality and would last a lifetime. I had no idea that Pottery Barn would be completely unconcerned about a defective product. At the very least, Pottery Barn could have responded to my email after I took the time to write it and attach pictures. Pottery Barn could have suggested a repair or offered to repair it. Instead, I received nothing. I have included my order number below, but cannot find my receipt. DO NOT SPEND YOUR MONEY HERE.

It has ALWAYS bothered me that they don't have reviews on their website. I order a lot online and rely on reviews to help me determine if I'm going to buy a product. I always feel like I'm rolling the dice when I order from PB because they don't allow reviews. It also makes me suspicious of the quality of the items they are selling. If they are truly confident they have quality products why no allow reviews? Once again I've been pleased with the things I've ordered but I can see from other reviews people are not always so happy.

Calling their customer service is like gambling. Sometimes I get a wonderful helpful rep and other times I find the person I'm talking with to be downright rude. My first experience was back in 2009 when I registered for my baby shower with PBK. I received a crib sheet that I had registered for as a gift. When I took it out of the package to wash it I noticed a hole in the sheet. I called to see if I could send it back for an exchange and ended up with one of the worst customer service experiences I've ever had. The woman I spoke with was downright rude and accused me of putting the hole it the sheet myself. I don't know, somehow I clawed the package open and poked a hole in it in the process? That was not the case! I got off the phone with her with nothing resolved and drove 45 minutes to the closest PB store and was able to exchange the sheet without any problems.

Most recently I ordered my daughters bedroom set from PBK, at the beginning of January 2016 hoping it would be in for her mid March birthday. The bed was on back order but stated it would be available mid-February, still plenty of time for her birthday. All of the other pieces were delivered (nightstand, desk, chair, and lamp). The dresser arrived but was scheduled for white glove delivery. I called and asked if they could hold the dresser until the bed arrived so that they could be delivered together. I was told that wouldn't be an issue.

Mid-February came and went so at the end of February I called to check on the status of the bed. The woman I spoke with was friendly but said the bed was still on back order and not scheduled to be available until the beginning of March. Then she told me I should call back the first week of March and see if the bed was in or if I'd have to order another set. Order another set? I didn't want another set, not to mention 1/2 of the set was assembled in our basement waiting to give to our daughter on her birthday.

The following week, I received my first bill from PB (I used my PB credit card). So at that point I was expected to make payments on a furniture set that I only had 1/2 of and wasn't sure if I was even going to receive the rest? Ridiculous! So the first week of March while I was on vacation with my family, I twice called PB to inquire about the status of the bed. The short story was that they had the headboard and foot board but were waiting on the rails.

My daughter's birthday arrived and we gave her the desk and chair but still didn't have the complete bedroom set. On March 18th I called again and was told the bed was at the warehouse. I never received an email or phone call to let me know it had finally arrived. So I called the scheduling department and they were able to finally deliver it last night. The white glove delivery went well, however the bed has tufted headboard and there is a chemical smell coming from the material. I'm hoping it's just from being in the box and not airing out, I have had my daughter's bedroom window open all day today trying to get rid of the smell! I love the way the furniture looks, I hope it holds up as it needs to last her quite a while.

My mom ordered a bean bag chair for my daughter for her birthday from PBTeen. It was on back order (shocking, I know) so she knew it wouldn't arrive in time for my daughter's birthday. After she placed the order online she ended up calling customer service because she forgot to put in the free shipping code. They were able to help her with the code without a problem but when she explained it was a gift and was going to print out a picture of it to show my daughter. The customer service rep advised her not print a picture out because while he was 90% sure she'd receive the beanbag chair.

Sometimes the vendors they use sell out of products and they aren't actually able to fulfill the order. We decided against telling my daughter but the chair did arrive a few days ago. After all of the delays I encountered trying to get my daughter's complete bedroom set, I will be hesitant to order any large items or items that require more than one piece from PB.

Well, after talking to a "specialist" she called me to tell me that the polish I used was "not recommended" and could have caused the issue. She even read the guidelines for care on the website. I pointed to the website and noted that it said: "Use a nonsilicone and non-wax polish; do not use soap, water or wax" which my polish was. She said that it's not one that they recommend. I pointed out that there isn't one on that they recommend... She said "well, this definitely isn't a recommended type." Apparently, even though they aren't making any recommendations, they know which ones they DON'T recommend. It's all a joke. I think that they literally make it up on the spot to make sure that they don't have to honor any purchases. Stay away from this store. I certainly wish I did.

After spending 2 hours on the phone and speaking to numerous smug customer service representatives, I was informed that the final piece (which was sitting in their warehouse) would be delivered on April 2. When I suggested that they simply mail the 10lb piece to me, I was informed that I would be contacted in 5 to 7 days regarding the possibility of shipping. On a scale of 1 to 5, I would rate my desk quality as a 5. On the same scale, I would rate the Pottery Barn customer service and delivery as less than zero. Feel free to buy anything out of the store, but if you order something I hope you have endless patience.

Imagine that, I buy a product that ruins over time and they will not stand by their company to offer anything else. I work in customer service, and I will tell you the customer at my company is always right. We bend over backwards for our clients. We overnight merchandise in at our companies expense. We deliver our merchandise as soon as we receive it. We pride ourselves in responsiveness. Well I will tell you that Pottery Barn did not know how to respond. We also pride ourselves in friendly service. Let me tell you that the Pottery Barn doesn't seem to know how to be friendly to their clients. It is important to remember that happy clients will refer business to you, and happy clients will always return with a smile.

Original Review: Feb. 24, 2016

We purchased a York Roll Arm Sectional Sofa, A Regular York Roll Arm Sofa, and matching chair. All were ordered with the "Premium down cushions and Performance Velvet slipcovers." Our purchase cost was over $7,000, which we opted to pay for by applying for a Pottery Barn/Comenity credit card because they were offering double rewards points.

First issue, after spending three and a half hours picking out rugs, drapes, and color coordinated slipcovers, the saleswoman rings up our custom furniture order, charges our new card, THEN tells us that the rugs we've revolved our entire color scheme around is no longer available. Frustrating... but not the end of the world. She created a custom design layout using our room measurements. Everything looks and fits perfectly. But when she ordered the furniture, she entered the wrong sectional configuration, which I did not catch until I was looking at the receipt the next day. So the order had to be cancelled and then resubmitted. That process took over an hour on the phone.

Comenity then decided to not credit us the correct double rewards. After waiting a couple of months for delivery, I made several calls asking about our reward certificates. I was getting random certificates, and when I called I was told several different stories. It took almost six months, many hours on the phone, and FINALLY posting on the PB Facebook page to get a helpful response. By the way... PB has since blocked customers from posting on their Facebook page. We ended up having to pay our credit card balance in full to finally get HALF of the rewards. Our local Pottery Barn manager offered to double the points manually if we came into the store to make our purchases, and they are over an hour away.

So, we made it through THAT fiasco before we noticed our sectional cushions started to sag and crease. The single cushion started to slope backwards and sink into the frame. After less than a year old, the sectional looked ratty and worn. It's just my husband and I living in our home and we both work and travel a lot. We are by no means couch potatoes. I emailed customer service and was told to remove the slip covers AND the muslin cover and take photos of the foam and feather cushions without covers. Well, that is a problem because the muslin covers do not have a zipper. So they wanted me to cut the covers!!! I refused and sent pictures of the cushions without the slipcover, but with the muslin. The deformed cushion was still visible as was the creases.

I was not asking for a refund, just a replacement of the cushions on the sectional sofa only. Three FOAM cushions, which we felt would better hold their shape. PB customer service told me they were not replacing the cushions and that they were not defective, but that they would SELL us replacement cushions! For a sectional that is less than one year old, and a total PB purchase of over $7000!!! My husband and I have been loyal PB customers for decades. We have always been satisfied with our purchases until last year. Something has changed at PB and it is sad. The fact that they are resorting to blocking customers from posting comments on social media indicates a breakdown in customer service and the company as a whole. They are avoiding dealing with customer concerns.

This purchase has been a fiasco from day one. We had to jump through hoops for several months in order to have our credits promised by your salesperson properly credited. And now this. I cannot understand why Pottery Barn would make a customer go to this length to replace a defective product on such a large purchase. I cannot understand why your company has decided that customer service is no longer of any importance.

Mid-December I received an anonymous phone call from PB inquiring who the sales rep was that took my order. I gave whatever info I had, but never heard back or why. I was in the area a few days later and decided to check-in regarding my bed. It was expected to arrive early to mid-Jan, just in time for my birthday and in time to see if it matched the new night tables that I had purchased elsewhere (before the receipt expired). I was then told that there was a mistake on my PB order by the sales rep; my purchase hadn't been processed properly and that was just ordered/corrected on Dec 10, 2015!!! They thought someone had updated me, but clearly no one had. I tried my best to keep my composure.

I could now expect the bed by Feb 15, 2016 although some deliveries were running way way behind, possibly as late as April. If that was the case, I'd be compensated. I didn't have time to make rash decisions as I had a vacation in the next few days, so I left it to deal with when I got back. After Christmas, I heard a friend ordered a bed (although wood frame) on Boxing Day. It arrived by the end of January 2016. Feb 1, 2016 I called the store again. I was told that the bed was scheduled for delivery from West Coat Feb 8, 2016 and to expect it by Feb 15, 2016. Feb 15, 2016 I received no updates, so I emailed the 3 individuals on the email thread. After 8 days of no response, I phone the store yet AGAIN to speak to a manager.

The manager informed me that for upholstered beds to expect upwards of 4 months for delivery (had I been told that, I would've had one custom made locally elsewhere!). Once I stated that I wanted to return the bed, my email was returned; apparently the bed is in transit, with no ETA on when it's expected to arrive to the warehouse. The manager today has been very helpful; called 3x and promises an update tomorrow... But for a high end furniture shop, this purchase has been an absolutely Nightmare!!! Plus the daily PB emails regarding sales are weekly slaps in the face. I will not be purchasing items from PB again in the future and will not be recommending it to friends and family, which is a shame because they have fabulous merchandise.

Finally, after nearly 4 months of waiting (with a bare living room) I demanded they tell me if I was getting my ordered couch or was it lost (my suspicions). Yes, it appeared to be "lost in transit." So frustrating they made me wait that long to tell me the couch was never to be. If I had not initiated a conversation about it, I would probably still be waiting months later! It's insane they never let me know the status of my couch without my having to talk to THEM. Then, still hoping beyond hope I could get the couch I wanted, I asked if they could reorder my couch as a "quick ship." The Pearce I ordered is offered as a quick ship in a more expensive fabric and at a higher shipping cost. Of course, a big giant corporation like PB would not want to spend a penny on me, so I was denied that request.

I am so disappointed, this company does not treasure its relationships with its customers. Despite their millions of dollars, they chose to let my order go. They would rather lose a loyal customer than spend the extra money to send me a couch quickly. Let it be known I did not expect a "free" couch, heaven forbid they make up for my extra long wait - but just wanted a replacement couch quickly since I've had to wait so long. That would mean an upgrade that I expected them to pay the difference of - but no way. They have no consideration for their customers. If I treated my clients like this, I'd soon be out of business. I hope Pottery Barn gets what they deserve - out of business, so others don't have to suffer waiting and wondering while they collect their profits.

With the supposed reputation that Pottery Barn has, I was shocked that they wouldn't either issue a partial credit or, in some way, acknowledge a defective product. The customer service rep had the gall to tell me that I should've washed it upon receipt -- why would I wash a brand new item? So, bottom line --- I would strongly recommend not buying any type of large, bulky bedding from them if there is any danger of the colors running. HORRIBLE customer service!!!

I finally get a call from delivery to schedule. They can't schedule until 1-week later. Too late for me. Cancel my order. The agent is quick to say, "Okay, no worries...let me transfer your call to cancel." REALLY? Fine, your furniture is too expensive anyways. But now they want to keep the shipping charges. Why? I never had anything shipped to me. You have lost a customer for life.

We are loyal Pottery Barn customers and have spent thousands there on everything from furniture to decorations. After several calls with Tracy in customer service -- during which time over 70 days passed from the time of our initial complaint -- Pottery Barn offered 30% off replacement cushions (cushions that we were originally told were no longer made). That's roughly 10% more than most people get offered every day with Pottery Barn's email discounts. When we spoke with Pottery Barn customer service management, we were even more dissatisfied.

Ronda was absolutely AWFUL in her handling of the situation. She was argumentative and insisted that the state of the cushions reflected normal wear and tear. She also said that if we had called with the same issue right after the sofas were delivered, Pottery Barn "may" have been able to do something. Unreal. We have also just received a Pottery Barn desk that has a bowed leg, and Ronda told me I would have to submit a new claim to have that taken care of. The bottom line is Pottery Barn furniture, and their sofas in particular, is subpar quality that is over-priced. My wife and I have been loyal customers for years, but after the way we were treated by Pottery Barn customer service we will NEVER shop there again. A truly terrible experience.

At that time, I sat down and wrote a review here telling the long story, including receipts, etc. To my absolute surprise, I received an email today that the bed is ready for delivery. So, the first supervisor, Brooke, was correct and knew what she was talking about. Unfortunately, everyone else had no clue. With that said, it would have been nice for this to have run smoother, but the bed is finally being delivered.

Original Review: Feb. 3, 2016

On Oct. 31, 2015 I went into a PB store and spoke to Nancy about this bed. She suggested I wait to order because there is always a sale around Thanksgiving. On Nov. 7, 2015 she called that the sale started. I went into the store, and Nancy placed the order for the King Fillmore Square Upholstered Bed. I was "lucky" to take advantage of the Thanksgiving Sale. I was both pleased with the salesperson and the price. At that time this bed was on the list of 3 week delivery on the website.

Later that same day I received the confirmation of the order and it stated the item was out of stock and would be available for delivery Jan. 19-Feb. 2, 2016. Since I was happy with this bed, I decided to wait, no problem. On January 16, I went into another PB store, spoke with Carlos, and asked if they had any additional information on my original order. I was told they did not, but if I was interested, I could switch to the King Fillmore Curved Upholstered Bed, and the salesperson called Customer Service and was told they had 16 available and there should be no problem. Because other bedroom deliveries were waiting to be delivered, and although this was not my first preference, I placed an order for this bed and was advised I could cancel either order without a problem. He emailed the receipt and I realized it said, "estimated delivery Feb. 8 through 22," not immediately as he stated.

On January 18th I receive an email from PB stating that the Fillmore Square Upholstered Bed was once again delayed till Feb. 8 -22nd. This time I called Customer Service number on the email. I went through a painful discussion with the representative who kept telling me they did not have all the parts to the bed, and were waiting for the headboard. I asked simply after many back and forth questions, when did they expect to have all the parts to this bed, and when would it be available for deliver. She just repeated they were waiting for the headboard. So, I asked to speak to a Supervisor.

After 18 minutes of waiting a very nice person by the name of Brooke went through my file, checked her computer, and advised me that they were expecting 20 or so headboards which was the last piece of this bed they were waiting for and I was number 5 on the wait list, and even suggested I call Delivery Scheduling on February 8th and arrange for the delivery because "since the warehouse is in NJ and I'm in NY, they sometimes call further distanced deliveries before scheduling the close ones." At this time I told her I had placed the second order for the Curved Bed, and she checked that order and told me that bed would not be available until after the Square Bed. So, on her recommendation I cancelled that order. Brooke seemed very competent and I believed the original bed would be available.

Obviously, I was pleased that the delivery would be eminent and I spoke to the people who were holding the new mattress (we are moving from Queen to King), and they said they could hold it for a few more weeks at the holiday sale price. On Jan. 29 I received an email stating that the bed is once more delayed from Feb. 29 through March 14. So, I called PB Customer Service, went through the whole thing again, then asked them to give me Brooke's extension number which they did. I left a message that day for her.

On Feb. 2, I called PB Customer Service and left two messages for Brooke, one in the am and one in the pm because I know that Customer Service people work different hours on different days. NOTHING! Today is February 3. I called PB Customer Service, spoke to a representative who gave me the run around, and then I asked to be transferred to a Supervisor. I was cut off, phone went dead.

I called back, went through the process again, asked for a Supervisor, and while waiting called on my second line, spoke to another representative, and left another message for Brooke. After 23 minutes, the Supervisor I was waiting for came on the line. And, she simply said, it is not going to be in, the manufacturer of this product says "something is out of stock" and that is why it is delayed. I started to ask her about what I was told by Brooke, she said she could not help me. Did I want to cancel the order which I have yet to do.

I'm furious at how this was handled from the beginning. And, when you go online and try to order this bed now, it says "This item is available to ship on approximately April 09, 2016". Not in mid March like the last update said. And, when you go to the Curved bed it says "This item is available to ship on approximately February 21, 2016". Now, the Square bed is back ordered until April 9, they say the Curved bed is due Feb. 21, and if that is true, I am no longer on the order list, should it come in on time because Brooke recommended I cancel the order and I did.

I have purchased many things from PB over the years, for both of my homes. I've had minor issues that were straightened out without my having to spend hours trying to get honest answers. Bottom Line, POTTERY BARN is incapable of competing their orders on a timely basis and you can't trust them to be honest and say, "We have no idea of when this item will be available because it is out of our control." And, they continue to sell these BACKORDERED ITEMS without having a real date for the customer.

And finally, the mattress people will not hold this sale price much longer and we can't accept the mattress because it is for a platform king bed, which we do not have. The rest of the bedroom furniture which we ordered elsewhere is waiting to be delivered and they won't hold it much longer. I can sell my entire bedroom set for a very nice price, but the people want all the pieces and sooner rather than later, which will leave us without a bed.

It is not my habit of publicly criticizing a company, I understand "things" happen. However, PB should have fessed up and said they could not promise me the bed would be here as originally stated, or even after the first delay, and there is no honest communication between the main office, customer service, store personnel, and especially the consumer.

I asked her seeing as this faucet only lasted two years and I paid over $500 for it, could they give me a new one. She said she would have to get back to me in 24-48 hrs. Of course, didn't get the call, so fortunately got her name and called back. She told me the best they can do is sell me the Exton at half price. So for another $275 I can get a new faucet that once again, you can't buy parts for. NO THANKS! Fooled once, shame on you, fooled twice shame on me! If you want a throw away faucet or fixture then consider PB (I tried to get cartridge from several plumbing places and they don't have anything like it. I will never buy anything from PB again. Tomorrow I close my cc account with them. This is not the first problem I have had with them, but it will be my last!

After they unpacked everything, my husband pointed out that there was assemble required. The hutches on top of the bases needed to be secured. We were told by the delivery crew that no they didn't and there was no hardware to do that. My husband went outside where the boxes were and found the hardware. Then we were told that they had no tools to put the system together. So my husband loaned them his tools.

When the system was together we noticed that they had drilled holes on the side of the base unit that was visible, facing the outside of the unit and they had done the same thing with one of the hutch with shelves. I was told, "No problem, just call customer service" and they will give you a replacement. So several calls were made to Pottery Barn and I was told the fastest they could get me a replacement was the 19th of Nov 2015. At which time another crew arrived to replace the two units. The base was replaced with no problem but they installed the screws on the wrong side again which left holes on the side that is visible. So I was told not to worry to call customer service and they would replace the piece.

So again after many phone calls, with the last one the women telling me, "Good thing you called again. That piece has been sitting in the warehouse. I wonder why no one called you" and then scheduled the delivery for the 30th of Jan 2015 between 1 pm and 3 pm. At around 3 pm we get a call from the delivery crew that they are running late but will be there. At 6:30 pm, I get another call that they are 60 minutes from Huntsville and will be there soon. At 9:00 pm they arrived. They get the piece off-loaded and place it in the room. Then they tell my husband they had no tools to take the other one off or put this on. As it happened, a friend of ours just borrowed our drill so my husband tells them he has no drill. So they take the piece and tell us to call up Pottery Barn tomorrow to reschedule the delivery.

So on the 31st of Jan (Sunday), I call the Home Delivery Customer Service Team number that was on my delivery form (877 298-3583) and was told this was the California team and they would transfer me to the Memphis team. So I wait to be transferred and then I get a message that the Memphis office is closed on Sunday and to call back tomorrow. So here I am six months from when I ordered this system and it is still isn't right. I will update this as I know more. While this is a really nice piece of furniture, we will not ever order anything from Pottery Barn again.

I expressed my extreme disappointment and indicated I wanted to cancel both orders and the rep said she would look into it and call me by a certain date. Well, I got an email by that date that said I would be credited for the item not available and the rest would be shipped. I actually sent an email to customer service venting my frustrations and no surprise, did not get a response.

I called back around the 18th when I still didn't receive either purchase and was told I would get the second item on the 21st which I did. I asked her what company in the 21st century takes THREE weeks or worse FOUR weeks to get you your merchandise? The second item can be returned but the first item I ordered cannot be returned because it was a sale. It is of very poor quality and of no use to me. My favorite was the Pottery Barn "Our gift to you" enclosure in the package I received Jan 29th that offered a 20% discount on future purchase that expired Jan 28th. I simply do not have the stamina to do business with Pottery Barn when so many other vendors are so much more responsive.

Plus, why adding it just when the customer is ready to checkout? What a scam. Don't even bother calling their 800 customer service number. It will take you 30 mins or so to find someone that won't be able to help, but remember: “Your call is very important.” I had this experience when trying to find out the delivery date of my items which, by the way, missed by 5 days the estimated date. The answer of the representative was: "Check online. I don't have access to any other information." Feel treated like an idiot. Do you really think I would be waiting 30 mins for a rep if could find the answer online? Shame on you Pottery Barn.

This would be categorized as an utter failure for internet shopping! I purchase the majority of my home products online, rarely shopping in retail stores, and I must say that this is probably the absolute worst performance I have seen. The only positive thing I can say is that on the second phone call, they refunded me the ridiculous $70 worth of shipping for probably 10 pounds' worth of product, which by comparison to other vendors was pretty high. Can we not reasonably expect a degree of efficiency when we're paying premium dollar for shipping?

If you're reading this, you're probably having trouble too so I would at least demand a refund on shipping costs if I were you. I ended up calling the corporate offices to talk to a specialist because the "lead" that I was transferred to to hear out my problem essentially told me that they were doing "year-end inventory" (hire more people then!) "and I'm going to hang up now because I can't tell you anything else." Which she did, even when I was repeatedly asking for her name. I will post a follow-up after my conversation with the corporate offices. Be careful Pottery Barn. Your business is about to go down the tubes unless you fix this!

Then I get an email that night (about 11 pm) stating my order has shipped. WHAT?! so much for "should be no problem at all!" Today was on the phone about 20+ minutes with a CS rep about getting a return prepaid label, as I wanted to cancel my order just hours after placing it. She had my head spinning over all their policies.... which I understood, but didn't really need to hear as I was frustrated and upset with having to pay their ridiculous shipping prices for items I tried to cancel. Here are my BIG issues with Pottery Barn/Kids - after all, they are a big retailer, known for high quality (and expensive) items. Why should I expect less?

NO PRODUCT REVIEWS. Drives me insane, when you charge what you do. Must be inferior quality items that are not worth the ridiculous price tags. I've been both happy and not happy with many items, but reviews help customers make informed decisions. I will no longer take any chances on items I have any question about.

CAN'T CANCEL orders (they make it very difficult, and typically it never happens once requested). Many sites will allow you to cancel (online, with a simple push of a button) shortly after you place the order. If not, you can email them (during closed hours). No way to cancel on PB, or even send an email. You have to wait until the next day, and then waste half your day sitting on hold to talk to someone. In the end, cancellation is ALWAYS "unsuccessful."

SHIPPING CHARGES are outrageous. And they have it set up so that you pay the bulk of your shipping charges for shipment #1 (if coming separately) - making it totally cost prohibitive to return anything. And then they charge the piddly remaining amount on any subsequent shipments - that is, IF they ship and are not cancelled.

VERY LITTLE HELP/CONCERN with questions. I've called before to ask questions about products (since there are NO reviews to help with that), and CS reps generally can't answer any questions - whether about measurements, materials, or anything else pertaining to the product. So frustrating. At least let customers post reviews so people don't have to go to this trouble and wasting time!!

Overall, not happy with the customer service, their policies, or their website. A lot of improvements could be made to make this a much better company. I'm sure they've heard it all by now. If you do shop with them, just know what you are getting into.