Pottery Barn Reviews

So, Pottery Barn, I love your products and thought I had recovered my view of you after the rug incident last year that took over three months to arrive, but the duvet cover I picked out last night thinking I was getting a good sale was very disappointing to arrive at the payment point only to find out that it was going to cost me 19.00 for standard shipping. Who charges 19.00 for standard shipping of a duvet cover??? I called customer service to see if this was a mistake and it was not. Good thing I called because in the process I learned that at Pottery Barn, when one orders a sham, you only get one in a package. Again - what company packages their shams one to a pack - nobody except you Pottery Barn. Feeling deceived at the end of a purchase does not make for a return customer. You charge enough for your products. Is this really necessary to make a decent profit on your customers?

I've been a customer for many years and always had an amazing experience with PB and PBK. However, lately they have not been on the ball. Customer service reps at times sound clueless and untrained which never use to happen. The last 3 experiences were nowhere near the level of service that this company once had. First they claimed something was in stock and later returned my money a week later when I was counting on it for a christmas gift. I checked my account and it stated the item was now on backorder. I also called in November about some replacement slipcovers I had been waiting for and the customer rep had no clue where my order was and spent 20 mins trying to find notes that the previous rep (the one that actually placed the order) had uploaded to their system. This use to never happen.

In the last three months I have purchased bedding, furniture and drapes from Pottery Barn, all of which had delayed deliveries. Beginning of January I went into the Woodland Mall store in Grand Rapids Michigan and they ordered 4 drapery panels for me. A week later they called and said they were in. I could come in and pick them up. I was pleasantly surprised as all my other online purchases I had made had taken significantly longer than they had originally stated. I drove the 1 hour to the mall to pick up my four panels. They came out with two boxes that were labeled with my drape style and length. Upon inspecting the boxes (which they rolled their eyes at me for requesting to look at before I signed off) one of the panels was not the correct length.

I was very excited to find a quilt in the pattern I wanted for my baby's nursery. I joined the email list to get the promotional 15% off, but did not receive the code to put in at check-out. I called the Customer Service number to quickly address the problem so I could place the order. The woman told me it could take a few days to receive the code to get the 15% off. I asked her how many quilts were left, she said 9 and that I should order it before it sells out.

I purchased the Cole faucet ($299) from Pottery Barn in 2009. It is beautiful and seems to be well made and we have been happy with it until now. Lately there has been a leak from the cold water side. Our plumber told us that the cold water cartridge needs to be replaced as well as the handle because of rust. No big deal, I thought. I called Pottery Barn to order some replacement parts. I was told they don't have any and to just buy a new one! They no longer carry the Cole faucet, it has been replaced by a similar one called the Victoria faucet ($549).

Pottery Barn should fire the delivery company they use, at least here in Texas. I ordered 2 furniture items 2 different times. The first time the item arrived about 3 hours outside the 2 hour delivery window. So it was an all day delivery window! But, I didn't learn and ordered another furniture item. The second item didn't even show up the day of delivery. 2 hours after my delivery window I called the customer service. They told me it would be at my house within 30 minutes. It didn't.

I will never order another item from Pottery Barn. They charge high delivery charge but their service is poor and unreliable. When I stayed two times home and their delivery didn't show up their customer service said they won't return the delivery charges if I cancel. So I should pay for the delivery which did not happen and was my reason to cancel? Very rude customer service.

The short - My wife and I ordered an expensive/custom sectional/sofa through Pottery Barn back in November 2015 and we still have not received it as of today's date - January 15th, 2016. I am not going to waste more of my time writing out ALL the problems/headaches/worst customer service experiences that we have ever had in working with any company! Do not buy from them! I can't believe they are still in business if this how unorganized and unprofessional they are! Horrible! Horrible! Horrible!

NO Christmas gifts from Pottery Barn Kids. Promised for delivery by Dec 21, arrived second week in January. I made the mistake of trusting them and ordering suitcases and linens for a room "re-do" and had NOTHING under the tree from Gammy. Spoke to customer service woman named "Ty" (Tie?) who was "leaving at 5 so couldn't check until tomorrow." I asked to speak to a manager and she put me on indefinite hold. Call backed (total time on hold 1 hour) and "Sedrick offered" me a $50 coupon which also never arrived. No surprise. DONE with Pottery Barn forever.

A few days ago I received a text message on my cellphone asking if I wanted to schedule furniture delivery the next day. It did not indicate who it was from or what the item was. I indicated YES and then rather than ask me about time, just messaged with a time for the next day. I could not be at the delivery location the next day at that time so I called and was placed on hold for 30 minutes. Hung up. Called again, and was again on hold for about 30 minutes. Said I wanted to cancel the delivery. They said it would be canceled.

Purchased a Kensington Pivot Mirror, rectangle, chrome finish, Item #: 5830914 in December 2015. There was a free shipping as well as 15% off online offer. I received my bill and was charged for shipping. I called customer service. She confirmed that I was charged for shipping even though my email showed it was not charged. I was told that I could not use both free ship and 15% off. There is nowhere on the website stating I could not use both offers. The customer service person was not helpful. I could not talk to a supervisor as she was busy (waited over 20 minutes on my phone). They offered me a merchandise credit but wanted me to know it was only because I had to call back twice about this situation. But in the future, I was told I could not use more than one offer at a time. Really? It should be in plain view on Pottery Barn's website that one cannot use two offers. It should be on the purchase order that shipping was charged.

I placed an order at 10:30 pm, called at 7:30 am the next morning to cancel and was told by the rep that it had not been invoiced yet (whatever that means) and so it could be cancelled. I was thrilled but fooled. I received an email at 5:30 pm telling me that my $2000 furniture order (that I was told had been successfully cancelled that morning) has already been shipped! I guess I should feel somewhat fortunate as most of the reviews here are concerning very late or non-delivery of orders.

As a busy full time working mother, I decided to buy my son's first Santa gift online. I ordered a rocker from Pottery Barn sometime after thanksgiving weekend. I had it monogrammed and so they didn't offer any details about when the order would be shipped. I felt confident however that my order was placed in enough time for it to arrive before Christmas. I did not receive a confirmation email for my order, but the money was taken from my account. I decided not to worry since they took my money, I figured it's a high end store so it will probably all work out. Boy was I wrong!

I received a chandelier with several pieces. Many of the pieces came broken. I called to have some more shipped to me. They shipped me 5, no problem. I called back to get a few more and they gave me the hardest time about it. I asked to speak to a supervisor. After 30 minutes, a supervisor named Melinda got on the phone. She had an attitude from the start and seemed to care less about my problem or that I waited 30 minutes to talk to her. HORRIBLE customer service skills. The whole response seemed very petty and inconsiderate. She ended the call on her terms - she hung up on me mid sentence.

I have not been able to reach customer service for a couple of weeks. The old "your call is very important to us" has resulted in a lot of wasted time.

We made 5 separate purchases last month in Dec and every single purchase was screwed up. The first order wasn't so bad. They just don't tell you that your stuff is on back order until you've already made your purchase. But the rest were terrible. I ordered a headboard that came without hardware. Then I ordered 6 dining room chairs that came in FOUR separate shipments! AND we're sent in the wrong color. We had to make special arrangements 4 separate times because it was white glove delivery. Luckily the delivery guys were really nice about it. They said Pottery Barn always does stuff like that.

I placed an order for 5 monogrammed sleeping bags that were to be Christmas presents for my grandchildren. Order was placed on December 5th. Two were in stock and said they would ship on December 15th while the other three were back-ordered and may arrive as late as December 23rd. By December 23rd, I had received all three back-ordered sleeping bags. Unfortunately, it's January 6th and have yet to see the two that were in stock. I have made multiple phone calls to them and was told on three different occasions that "They are set to ship today". Pottery Barn customer service representatives blatantly lie to their customers. I will never order from them again. And, if you do, don't believe anything they say.

Worst company I have ever bought from. Terrible quality duvet. I noticed a tiny tear in the set. Returned the duvet I ordered, and they gave me a partial refund. WORST COMPANY EVER.

I first placed my order on November 29, 2015 at 10 pm but decided to change my order so I cancelled it on November 30, 2015 at noon (less than 24 hours later). I never received a cancellation email so I called and they confirmed that the order was cancelled and that they don't send cancellation emails...bizarre. Then I was sent doubles of the bases for the cushy lounge sectional so I called and they said the cancellation didn't go through on time but that they would be picked up the next day and that I'd have to call back again with the tracking numbers UPS would leave at my door in order to receive my refund which would take up to 3 weeks to process since I was charged for a cancelled order.

I have had the WORST experience I have ever had anywhere! Matter of fact, this is the first review I have ever written. I placed an order for Christmas on Dec. 10, 2015 and received a confirmation email that my items would arrive on or before Dec. 24. I received tracking information often updating me. TWO days before Christmas, I was informed that one item was suddenly on backorder and my other items would be at my door on Christmas Eve. Well, they didn't show up either! One came the day after Christmas and the other just came YESTERDAY! I called the day after Christmas to find out when the backordered item would arrive. I was on hold for 1/2 hour!

I ordered closet organizers back in July and have only received partial delivery. Spent 5 hours on one day on hold. They promise return calls and don't deliver. They promise compensation but will not tell you what it will be until you get your full order. I've asked for a supervisor and they could not connect me. Please save the frustration. Don't order from Pottery Barn. If you have had the same experience please join me in contacting Channel 7 for seven on your side. We need to make this public so all consumers will know. Thank you.

When I received my Winter Pottery Barn catalog, I was disappointed to find that all references to Christmas were absent. As a loyal customer, my home is filled with their furniture, linens, dishes and accessories. This will no longer be the case since I will not support their efforts to sanitize Christmas. Retail stores seem to want to have their cake and eat it, too. They want their customers to shop in their stores but do not want to reflect the true meaning of Christmas in their merchandise.

I ordered luggage for my 3 girls gift wrapped. One came unwrapped and the other 2 were wrapped. (1st mistake) One of the ones wrapped was wrong. I didn't know before I gave to my daughter that it was the wrong print. They sent the navy rainbow print instead of the navy horse print and even monogrammed it. (Meanwhile Order form & packing slip said navy horse.) When I called the next day they were all out of the large navy horse. Very disappointed especially since I ordered matching backpacks. Meanwhile I ordered 4 beanbag chairs. 3 were supposed to be delivered before Christmas. I received 1 insert without the cover on Christmas Eve. Yesterday I received 2 others, the one cover is still Mia. The Star Wars bean bag is still on back order and the date keeps changing. They really don't seem to care. Very disappointing.

Pottery Barn furniture itself is wonderful. However, their furniture delivery and customer service departments are horrendous. It takes weeks and weeks to get things. You have to wait on hold for over 30 minutes. Just got off the phone with them and I was on hold for 42 minutes. That is unacceptable. This was after being on hold with a different department for 15 minutes. They charge so much for their stuff so they really should have better customer service. I spent over $2500 with them, and this is the last time I will order anything from them.

I placed huge orders with Pottery Barn on the 5th and 6th of December. As of the 20th of Dec, I still had no status on half the orders. I needed these orders for gifts I would be giving in MI and would be leaving on the 22nd. After spending several hours and being cut off 3 times, I finally spoke with customer service who assured me I would not only get them by Christmas, but they would kindly redirect the shipment to MI. By the 24th nothing had been received and the only suggestion their customer service offered was to travel to local stores in search of the items. So we spent several hours and traveled over a 150 miles looking for these items, in lieu of attending a family Christmas Eve event, to no avail. The next day I learned that one item that was to be redirected was actually sent to my home, but the rest still had no status. I can't begin to tell you how embarrassed I was to be forced to give pieces of sets that had been ordered.

Several years ago, I had ordered girls bedding, etc. from Pottery Barn Teen and was very pleased with the product. HOWEVER, my view of PBT and their quality of service has completely changed. After our house burned down in the fall, my daughter asked us to replace her Pottery Barn quilt and bedding for her Christmas present. On December 11th, I order a new quilt, pillow shams, and accessory pillows. I also ordered other items such as a foot bath, study pillows, and nail cases. I spent over $600. I planned to buy more items at a future date to replace and refurnish my daughter's bedroom. By December 21st, I had only received the pillow inserts which were worthless without the covers. I called customer service and was told that it would be sent out promptly OVERNIGHT so that it would be here by Christmas. I received only the Study pillow cover.

Please be aware that as I found out today Pottery Barn doesn't offer price protection. I ordered a Hendrix Smart Technology Desk on Dec 28 for 1499. They put it for further discount on Jan 3 (i.e., five days later). I have not received delivery yet and yet they won't give me a price adjustment and say if I cancel I have to pay 250 in delivery charges because it's supposedly be transported from their factory to their home delivery warehouse. I did a claim through visa, but it's really a disgrace that the company won't adjust the price IMHO. These guys deal in bad faith. This will be my last order (from them).

I'm very upset with my Pottery Barn experience. I ordered monogrammed pillow cases mid-October. After I placed my order, I realized the items were back ordered. Slightly disappointing, but not a big deal. By December, I still hadn't received my order or any kind of email update from Pottery Barn. My order status still said "back ordered." I sent Pottery Barn an email explaining my situation and received a prompt reply telling me they had a manufacturing problem and were in the process of sending out notifications. I could either continue to wait, cancel my order, or order different "similar" pillow cases. The customer service agent also stated that they had checked retail locations, but that all of the store and outlet locations are sold out as well. I decided to just wait.

I purchased about $2000 worth of Bedford office furniture from Pottery Barn a few years back. Within 2 years the side gliders on our cabinet began falling apart and now for about 4 years I've been dealing with a drawer sitting on the floor since the side gliders have completely fallen apart. Sadly, I've called PB customer service now at least once a year for the past 6 years in hopes that someone new (and helpful) might pick up the phone and give me a little help. So far, consistently I've dealt with people that have all but said, "that's not our problem it's yours." I don't expect PB to fix it, nor do I even expect them to send me parts for FREE but I do need to replace the inferior parts and am willing to pay for them but they say have no idea what vendor they use and they said that even if I gave them the measurements (which by the way have never changed on their product), they still cannot help me find replacement parts.

We've had the worst experience on a purchase that we have still not received! This was a loft bed that we purchased beginning of Nov. that was on backorder until Dec. with a confirmation email that delivery was scheduled for Dec. 24th. This was a gift for my daughter & going to be a special surprise! I spent Christmas Eve waiting & not a single phone call back.. No show or call at all! Called back the 27th & rescheduled for the 31st. This time being told that delivery was not made on 24th due to some parts missing. Another representative informed us that we would have to wait until mid Feb.

I have always had problems with Pottery Barn, but my experience this Christmas was outrageous. I will NEVER again order anything from them. On December 4, I ordered eight personalized bathrobes for my nieces and nephews. At the time of the order, expected delivery was Dec. 11. On Dec. 20th, after receiving NO correspondence from Pottery Barn about the delay, I called to inquire. After explaining that "there are delays in the personalization department," I was assured I would receive my full order by Christmas Eve.

I ordered furniture (leather chair, ottoman, sectional, 2 tables, 2 lamps) on 9-6-15 with intended delivery date set for 11-1-15. Received an Email that the order was delayed, with anticipated delivery slated for 11-23 to 12-7. It is now December 30, and I have no product. Calls and Emails have gone unanswered by management. After visiting the store yesterday to inquire in person, I was told that the best option would be to cancel the original order and reorder. Really? Pottery Barn has my money ($$$$) and I have nothing. I am beyond disappointed. I will be cancelling the entire order!

I paid for roughly $3400 worth of furniture in late November. I received an email in mid-December indicating my furniture was ready to be scheduled for delivery. When I contacted Pottery Barn, they let me know that there is no window for shipping in my area but that they would contact me to let me know when that window was open. They never called me back; I called them repeatedly for an update at which time there was no readily identifiable solution presented. On December 27 I received an email indicating my furniture was ready to be scheduled for shipment; when I contacted them this time they scheduled delivery for December 30 indicating that they would contact me the day prior to schedule a specific delivery window.

I ordered five Christmas stockings on November 27th, 2015 with an estimated shipping date of December 7th. I received one stocking on December 9th, the other four were MIA. I called customer service and was told it was a mistake, but an email would be sent to the warehouse and the issue resolved in 48 hours. 48 hours goes by and there was no update on my shipment. I called customer service back (waited again for more than 15 minutes) and was told the original email hadn't been responded to. The rep said all she could do was send another email.

My Cameron couch and long, low (large) Printer's media stand were supposed to arrive between Nov. 7th and 20th. On December 2nd, the couch and only part of the media stand arrived. One double glass door cabinet was left out of the order. I spend 3 hours on hold with furniture delivery and customer service, only to be told three different things: don't know where the cabinet is, no way of finding out; will research it and call you back today (no one ever called); order is lost. On December 17th, with no notice, I received a single cabinet. The wrong piece of furniture. I refused it. I have subsequently been on the phone at the retail level, the furniture delivery level, and the customer service level. Still no furniture.

I ordered my young son a Pottery Barn kids stocking, to include monogramming. After receiving the stocking the monogramming looked horrible, my son could've done better. The stocking was dirty and looked like it laid on the floor for someone to walk over. The seam was also crooked. I called Pottery Barn (on hold for 15 minutes) and spoke to a very pleasant customer service lady who advised me of the return procedures. She also put in another order for a new stocking. She told me I would have by Christmas. She told me she would call me with a new order number, which she never did. I called back and spoke to a "Leah", after being on hold for over 15 minutes, where she advised the stocking hasn't received an order number and that I would NOT receive it by Christmas.

I placed my Christmas gift order on 12/4 with Pottery Barn Teen. This was an order for my 9 year old Niece who had lost her mother (my sister) to breast cancer. As 'special pen pals' since her mom passed away - receiving this gift from me was extremely important to both of us. As others have noted - I called the customer service line multiple times (all recorded in their system) and begged for them to please 'just let me know if it is not going to ship so I can buy something else and get it to her on-time.' I was repeatedly told - "We are 100% committed to getting every item delivered for Christmas." I even had confirmation from a Supervisor.

We purchased two matching Pottery Barn Leather Armchairs in October 2011. They are in our formal living room and well cared for. Unfortunately, one of the chairs internal framing has broken rendering the chair sagging and useless as a functioning chair. We removed the bottom black backing material and discovered the wooden frame was stapled instead of bolted together. The cheap method of stapling a piece of furniture together instead of using sturdy hardware is what has compromised the life of this chair. I called Pottery Barn customer service and their remedy was for us to buy another chair, they offered a discount but did not disclose amount.

On December 6th, I placed an order for personalized Christmas PJs for my children and my niece. The estimated arrival date was December 14th. When I had not yet received the order by December 20th, I called customer service and was told that the order was stuck in processing (after waiting for someone to pick up for 30 minutes). The customer service rep said that he would place a rush order and that I would most likely receive 2 shipments by Christmas Eve and to just return the extra one. He assured me they would arrive on Christmas Eve with no issue.

If I could give 0 stars, I would. Customer Service? Hardly. The person at the store was patronizing and dishonest. When I contacted her about the failure to receive my merchandise when she said I would and I has a bill and no merchandise she told share the following excuses: “It is the holiday season” But it wasn’t when I placed the order. “The furniture pieces are coming from North Carolina” By pack mule? “It is only furniture.” Umm, yes, but it is furniture you are billing me for that I don’t have. "It's an emotional time of year for you." I'm sorry what???

I first ordered a backpack for my daughter and it showed up dirty. They sent another backpack and a few weeks into the school year one of the clips fell off. When Christmas time came I decided to order a gift for a friend. I ordered it on NOVEMBER 29 with plenty of time for Christmas and it is now December 28th and still not here. I did finally receive shipping confirmation email on DECEMBER 24th (after customer service reassured me it would be here by Christmas Eve), when I click on the link to track the product, shipping is "unavailable." While I was waiting for my purchase I called 2 times and I was given the run around, it should be shipping soon etc. I would think that for a product being shipped so late they would at least overnight it. But they don't seem to care and clearly sent it standard shipping to save themselves money. I won't be using Pottery Barn again for anything.

I placed two separate orders at Pottery Barn teen a month before Christmas. I received confirmation emails with estimated delivery dates. I contacted the company on December 27th after finding out gifts were never delivered. I was told a bunch of nonsense. Bottom line was there was no inventory to cover my order? How does that happen? Not a single email to notify me of the actual facts. Will stick with amazon. BUYER BEWARE!

I placed an order from the Pottery Barn Kids' side, ordering a full family set of 4 stockings. I also requested they be embroidered. Placed the order December 1st, yes, FIRST. Received a note saying one was on back order and may arrive separately from the other but all will arrive in time for holidays. Received 1 of the 4, shipped December 3rd, on December 10th, noticed it was the one on back order. Logged into my email and Pottery Barn account to find out when others were shipped and to get the tracking number for them. The back order one shipped December 3rd according to my tracking info (never any tracking number, according to Pottery Barn USPS doesn't do tracking numbers which is not true because we do tracking with USPS all the time).

On December 3, 2015 I ordered a lapdesk with a name on it. The email confirmation listed an expected delivery date of December 11, 2015. Here it is December 26, 2015 and no lapdesk. Called week of Dec. 14-18 and was told it would ship by Dec. 21 and I would get an email. They promised I would have it by Christmas. Called again Dec. 21 and was told I would have it by Christmas, and an email with shipping info. Also told that I would be compensated if it was not sent before Christmas and had ordered before their cutoff date, which I had. Nothing received. No emails. Nothing. Christmas evening, I used their email service to send an email to them. No automated response or response of any kind received. Have now been on the phone (on hold) for at least 20 minutes waiting to speak with a representative. Very dissatisfied, and will never shop there again.

Granddaughter Pottery Barn Kids are the ones that stated "You can expect your order in 5 to 7 days," they said that not me. I also followed up with a call on the 22nd asking where my gift was, I was told it WILL BE DELIVERED TOMORROW. I was ecstatic. The next day came and went and I called later on the 23rd and was told it hasn't even been processed didn't leave the warehouse AND THIS WOMAN SAID PBK service were told to say that their gift had been shipped. That was a lie. I asked and she told me the head of PBK were told to say orders will come next day.

I have never in my life been so upset with a company. My 4 year old daughter asked for only ONE thing this Christmas, a music box with a ballerina. We searched and couldn't find one locally so we went online to Pottery Barn and ordered one on Dec. 13. Pottery Barn completely lied to us guaranteeing it would be here by Christmas Eve. Guess what? NO MUSIC BOX FOR US! I called everyday from Dec. 21-24 and they always said it will be there Christmas Eve. NOPE!

I ordered a rolling suitcase for my son that was personalized on 12/1/2015 and was guaranteed it by 12/12 as my son was leaving for vacation. It is now 12/24/2015 and my item has been guaranteed to have been delivered three times now. It won't be here on time for Christmas and it will be a very late Christmas present. When purchasing it said 9-10 days for delivery...it's now been 24 days! After several phones calls to the company - it is still not here! It shouldn't be this hard to receive any item I paid for!

I ordered personalized gifts for my family for Christmas on Nov 27. Shipment dates of 12/5 and 12/7. Receive an email on personalized item (for grandchild) that it was on backorder. Then two days later received email stating that it's out of stock and will not be restocked. So now I call customer service (which isn't a dedicated Pottery Barn service center) and proceed to order another Customized item for grandchild... only now it will not be here for Christmas. Today!!! Christmas Eve, I receive an email stating that yet another personalized item is out of stock and will not be restocked... This was yet another item that was for a family member. To date... Christmas Eve, I have only received 1 personalized item out of 5 items ordered on Nov 27, 2015. I WILL NEVER ORDER OR PURCHASE IN STORE FROM POTTERY BARN EVER AGAIN! THANK YOU POTTERY BARN FOR COMPLETELY WRECKING MY CHRISTMAS!!

I am thoroughly disappointed with the delivery status of an order I placed with Pottery Barn on 12/10/15 for ONE item which was to be shipped to the person receiving the item as a Christmas gift. I received a confirmation number with the expected delivery date of 12/17/15. Well, December 17 rolled by, as did several more days and then into this week. On the (early) morning of 12/22/15, I contacted Pottery Barn about the delivery status of the item I had ordered. Prior to making this call, however, I checked my bank account debit file and noted that Pottery Barn had verified payment on 12/11/15 and the money was deducted from my bank account to Pottery Barn on that date (12/11/15). During my early morning phone call to Pottery Barn on 12/22/15, I was told by the customer service rep that my order status was "Item not shipped yet". Really?

We just ordered a set of brand new cushions for our kitchen chairs and the ties that hold the cushions to the seat frames have torn off half of the cushions AFTER ONE DAY OF USE. It is literally true that if you shift your weight while sitting, the ties tear. Complete pieces of garbage and INCREDIBLY disappointing, especially considering the price.

We ordered 5 sets of 3 piece towel sets. Three of the sets arrived in multiple shipments piecemeal from different locations. A new order was placed on 12/12 for 2 additional sets. They shipped 2 facecloths and one hand towel on 12/15 and arrived on 12/18. Their automated system said the other hand towel and 2 bath towels would ship on 12/16. After a week of dealing with their customer service reps, it is clear they do not know what they are doing. It is 12/23, the items are still in "processing." They always have been in stock and PB Teen has ads online for the exact item saying that if you order by 12/23, they will arrive by 12/24. What a lie and false advertising.

My daughter ordered two personalized Christmas stockings for her roommates on December 1, 2015, and we didn't receive them until December 23rd. She is a Freshman and was very excited about her first gifts to her roommates. We called a number of times to see when the order would arrive. We were upset they took so long and changed our exchange date. We didn't even consider they would be of poor quality since this was Pottery Barn. They arrived and the quality was the worst I have ever seen. Seams were bunchy, lining was too big and visible under the cuff, fabric was of poor quality, and the names were not centered.

I wish the lady had told me that the bathroom vanity was on back order when I ordered the items. Additionally, the expected shipping date has changed three times. This was ordered before Thanksgiving, bathroom has been finished for three weeks with no vanity. I wish I had read these reviews before I ordered. Customer service is reading from a script. This is bad business. Real bad business.

Pottery Barn has not shipped the in stock items that I ordered 9 days ago. I ordered Christmas presents (bedding) and prior to the last date to get them by Christmas. They were to be delivered today, yet they have not even shipped. There was no communication/apology from them about the delay. I emailed customer service and got an automated reply with a message saying that I'd hear from someone within 24 hours. Its been 4 days and no reply. I called yesterday and was assured that the items would ship today and I'd get a confirmation when that happened. No email. I have no confidence that they are going out today.

I couldn't be more dissatisfied with Pottery Barn's customer service. I ordered an entire bedroom and dining room set from them two months ago. Everything has arrived except for my bed. As I try to get updates on the bed, nobody from customer service will respond by email and when I call, I wait on hold for over an hour. I just finally got someone live on the phone and after a minute of hearing my problem, she put me back on hold. That was 20 minutes ago. This is beyond ridiculous. I have been a Pottery Barn fan in the past, but after this lack of service, I will never purchase from them again. It is a shame.

I ordered two personalized stockings on Sunday, October 25th around 7:30pm. I received a confirmation email about 20 minutes later. I noticed that only one of my two names was listed and that it was qty. of 2 of the same name. I called customer service the next morning (4 hours after my order) and spoke with a woman named Sharlonda. She told me that I ordered two stocking with the same name and that I should have individually entered one stocking at a time into the cart in order to personalize. This is untrue. The website allows you to personalize stocking 1 of 2 and then 2 of 2 at the same time in the same cart.

I ordered personalized gifts for my family for Christmas in early Dec. Shipment dates of 12/11 and 12/17 missed, status online shows in process and one item now shows out of stock. I called the help desk for information and was told that it looks like all my items are out of stock and she's not sure where they stand. No email notification was provided and it doesn't look like I'll be receiving any of the items I was hoping to have by Christmas - very disappointing. I will be checking reviews in the future as I would have never thought PB would have such an unorganized system in place.

Following instructions on the PB website, on Dec 1, 2015, I printed a label at the PB website to return an item I'd ordered online. Per the instructions, I dropped the item off at a UPS store. Thank goodness I saved the receipt. On Dec 18 I realized I hadn't received an email acknowledging the return and a quick check online at American Express showed my account had not been credited so I went online to the UPS site and using the tracking number on the UPS receipt, confirmed that the return had been delivered to PB on Dec 3.

I am very upset because I bought 3 barstools from PB and one of them has termite and they are eating the barstool up. I contacted the customer service and they say they can do nothing because it's passed 30 days to return/replace/refund. Also I looked the website to buy another barstool and it's very funny and interested that the item is discontinued. When you buy something from PB you do pay a lot of money and the least you can expect it is a better quality product. They do not even allow you to review on their own website.

I ordered a Catalina Dresser/Changing Table for my son on 11/10. The website said it was in stock and should be delivered between 11/18 to 12/2. I called to follow up on 12/4 since I had not received any phone calls or updates since I placed the order. The person I spoke to was very unhelpful and basically said to just wait because someone would call me soon. The next week I called back and someone else told me the parts were missing at the warehouse and that the delivery date would be more like 12/21. This week, I called to confirm we were still on track for the 12/21 date and now I have been told it will be in the warehouse on 12/22 with delivery expected up to 1/6/16.

The order was placed in plenty of time to be received by our family gathering scheduled for the 19th. Absolutely no mention was made of personalization causing a shipping delay at the time I placed the order. Otherwise, I would not have selected the personalization option. I received an email stating an expected delivery date of 12/8/2015, the track your order link took me to a page showing that same 12/8 date. I first made contact on the night of 12/8 to inquire as to the status of this shipment. I received a message (on their site) stating that I would receive a response within 24 hours. No response was received.

I ordered the rug from Frisco store and paid for direct shipment to the house. A lady called from the store and informed me that the rug was arrived and UPS to our house that day. I corrected the shipping address with the lady. Luckily it was corrected before it's shipped. Waited and not received, and called the store for more information. The store manager answered the call. First she said the rug was not in the store even though I told her I got a call for its arrival. Secondly she said I need to go there to pick it up. I repeated what I told her again. She said she will submit the UPS request to ship the rug. I repeated what I told her again. Then she said, "The rug is in the store and it's going to ship on Monday," and I won't got it until Wednesday. Ok, I repeated the question again. Finally she said, "It's already shipped by UPS and will receive on Monday."

I ordered a personalized ring cloche on 11/30/2015, along with other items. The next day, 12/1/2015, I decided to order some more items and saw that the ring cloche is now 60% off, so I called customer service to have the item cancelled. That is less than 24 hours since I place the order and the rep said that they will try to cancel it but then there is no assurance. I asked for an email confirmation that it has been cancelled but she said their system does not do that. Really??? I thought this is a high-end store?

I have to say I'm extremely disappointed in not only your product, but the all around experience shopping with your company. Let's start at the beginning. I had a $50 gift card, and while I had never shopped with you before, I thought with the holidays quickly approaching, I would give it a shot. This was October. Firstly, it took me three weeks to find any item under $50 that was even remotely useful - I settled on a pair of personalized pajamas for my boyfriend's son for Christmas. Already hating myself for paying so much for some freaking pajamas, I confirmed my purchase on October 27th. Note: At this time, the website told me the item was in stock.

I originally purchased a sofa at Pottery Barn as it was Carb compliant and I thought we in the US should at least be able to have toxic furniture standards equal to the EU. We way overpaid for it and when we tried to get an extra upholstery cover they could never supply one that fit after 4 tries. Next we purchased 2 chairs again for the same Carb reason and they came in a Chinese box smelling of terrible boxing chemicals from China - doesn't the package material need to be up to safety standards? And what about the interior components - goodbye trust in the pottery barn Sonoma etc products.

We had a horrible experience with Pottery Barn today. We bought a king-sized bed from them about 4 months ago, and all of the parts finally arrived. We scheduled a delivery date and time frame, and during this delivery window, Customer Service called to notify us that none of the correct hardware had been placed on the truck to be delivered to us... e.g. the bed could not be set up. We had, as one would be apt to do, already removed our existing bed in preparation for the new one, so this HUGE mistake by the company is causing us to have to sleep on the floor tonight (and potentially many more days if the company cannot reschedule the delivery in time).

l purchased Sumatra bedroom set (two bedside tables, extra wide dresser and rope mirror) from Lynnwood, WA. This Pottery Barn store had floor display of all but the rope mirror which was group together as a set in catalog. I realized mirror didn't look same as the catalog picture. The color was faded. When I returned it, instead of refunding money back to my credit card they sent me a "merchant credit" card. When I complained and request that refund back in credit card, the 1-888 customer service and store manager said their product had no defect so they are refunding it in MC. I am now forced to spend about $260.00 on things that I didn't need nor want at PB.

I recently ordered items from Pottery Barn. I wish I never dialed their number. I ordered a mirror and some lighting. The mirror arrived, the lights were on backorder. The mirror was not what I wanted (my fault), so I called them and re-ordered two large classic mirrors. There was no problem, and they credited my purchase for the two large mirrors, and picked up the first mirror. As the project progressed I realized the two mirrors I ordered would be too large. I called customer service to cancel the two mirrors, and re-order the smaller regular size. They informed me one mirror was being delivered, and the other one was still on back-order.

I thought when I purchased an item from PB that they would be a company with good customer service. Not the case. Let me start out by saying that I have their credit card and do a lot of shopping at all their stores, which now am considering canceling. I will only go to my store and buy something if I want it and that won't be any time soon. They will not give you the credit on an item if the price has changed. Most stores at least have a 2 week policy. Then if you just want to cancel the item before it has been shipped and you used any reward toward it they will be lost and that is if you can even cancel it.

I ordered the York slope arm sofa on Sep.4, 2015. Expected delivery was Oct 8. Oct 8 came and went and no sofa. I began to call and no one could tell me where my sofa was. I was told to keep calling back to see where it was! I don't think so. Nov 14th the sofa shows up and after the delivery guys leave I start noticing dirty spots and stains on the sofa and it looks like whoever stapled on the foam it was their first day. Lumps and bumps and fabric was not tight at all.

I received an email from my credit card company on 11/22/15 stating that Pottery Barn had refunded part of my payment. I had ordered a pillow cover and pillow insert on November 18, 2015 for a Christmas present. I received the insert on 11/23/15 and the pillow cover was scheduled to be delivered on 11/25/15. I called Pottery Barn customer service on 11/24/15 and was told that the pillow cover was on backorder and it would be 6 weeks before it would be shipped (2 weeks after Christmas).

We were saddened to see how the merchandise and service have not lived up to previous standards, or advertised image. We ordered a "Quick Ship" bed in a specific color/style because of its "in stock" availability and quoted delivery of 3-4 weeks. We had ordered in the store. After 3 weeks, we called the store and learned that the bed was on "back order" and not available until after January 16, 2016! The salesperson insisted that the computer had it listed incorrectly as Quick Ship. Felt this was misleading.

The agency I work for ordered a desk for my assistant. Unfortunately, we decided to order one from Pottery Barn. The desk was ordered on August 12, 2015. It was delivered around the end of August, which was fine, except when they delivered it, it was missing the desktop. The desk we ordered is a three piece set - two drawers and the desktop which is a separate piece. I was told by the delivery men that someone would be in contact with us by the next business day to schedule a date to deliver the desktop. After two days and still not having heard anything, I called Pottery Barn and was transferred to their furniture delivery department. They scheduled at that time to have the desktop delivered on October 7, 2015. I was out of town on business during this week.

I bought a king size bed. Upon delivery, three men who were very unprofessional and intimidating came in. They were clueless as how to assemble the bed. After they left, we noticed that they did not put the grits correctly and some of the screws were thrown under the bed and basically it was dysfunctional bed. I called Pottery Barn. First it is so hard to get hold of a person who cares, then they say the moving company is not part of them. But they are the ones hired this moving company. They sent you round wild goose chase and still up to now no one has contacted me to come and repair the bed. It has been a nightmare. They told me today they would get back with me within 20 minutes. There goes three hours and no one calls.

They have VERY difficult return policies and they don't work with you if they have a sale one day later than you ordered a very expensive item. They have set up their system so that they cannot credit you at all. It is ALL blamed on the "system". Additionally, I returned a small rug that was supposed to be non returnable on their promise that they would do me that favor and credit me with the entire sale because I had also bought $5000 plus shipping and handling fees that brought the total up to $6000.

I ordered a leather sectional for my home in August. Here it is November still have not received but their credit card company is trying to get payment!!! They said the couch will be delivered in 3 weeks after talking to the person on phone in August. We had a question which side the chaise should be on after the telephone person directed me. I placed order, one month later first couch came without notice to my home. Luckily I was home. But it was wrong so sent back after talking on the phone 3 times to their phone people who do not have any concern for the customer's frustration... Then I guess a manager decided to cancel this order and I have no idea why. But credit card company keeps trying to bill me. I asked for a manager. I have been waiting 5 days still no call. But I get plenty of calls from community who do their credit cards. They want a payment for a couch I have never received. I will never get furniture from them again. Don't order from them.

I ordered 4 pillows/inserts and 3 large rugs/pads from Pottery Barn in early September 2015 in 2 separate orders. I got 1/2 of one of the orders and nothing else. It is now mid November and I have spent hours on the phone with PB in 6 (yes 6!!) separate calls to their customer service department - each time being assured that the orders would be delivered within days.

We ordered a PB Teen Eco Lounger chair. Chair was advertised as having inserts and came as a bean bag chair. Ok. We assumed with the Pottery Barn name that it was a decent product. Within three months the $240 chair was a depleted puddle in my daughters room. With only 3 months of wear by a 40 lb 8 year old the chair was nearly flat and non-functional. We called customer service and were told that the chair was not a bean bag chair but a chair with foam inserts and that Pottery Barn did not carry any bean bag chairs. We pointed out that on their website you can clearly see now that they are bean bag chairs in the photos however there is no mention of this in the copy.

After spending almost $400 on a pair of 50X96 drapes, I found after hanging them that they were of two different sizes -one was 96" long; the other was 94". When I called to ask about it, I was told that there "could be slight discrepancies." Slight??? Instead of returning them and waiting for what might be the same outcome, I decided to just hem the longer panel. The drapes are beautiful - which is the reason I gave the review two stars, and I have been promised a gift card as a way of compensation.

The chair delivered in good condition, but 3-4 months later the mechanism holding it at the proper height did not work. My husband, who is very mechanical, inspected it and found it to be faulty and needed to be replaced. I contacted customer service in May of this year and explained the problem. I was asked to send a photo of the chair, which I did. I was told this would be passed on to the supervisor who would have to approve a replacement or repair. I made 4 more phone calls and nothing has been resolved or even addressed. It's been 7 months now. I will never purchase anything from them again. They used to be a reliable and accountable company - no longer is this the case.

I have placed several orders with Pottery Barn over the past several months. Two of those orders were considerably large for furniture, placed on September 4 and September 7th. My credit card was charged for the majority of the furniture directly after I placed the order, showing in my account history that it had been shipped and on the way to me in the next few weeks. Part of my order included a couch and chair that was custom built. The couch and chair were not billed at the time of the order-expected to be delayed for several weeks. The remaining items were expected very shortly and were billed out. I still haven't received them. Although I am paying for them.

When it's bad. It's bad. I am so shocked by my experience with Pottery Barn while buying a sectional for my daughter. I ordered a PB Comfort Quick Ship Sectional on August 13th. Delivered on October 22. What happened in that time frame was at the least unacceptable and a very painful experience. I was dealing with a rep named Brooke (at ext **) who keep assuring (lying) about the delivery of the couch. Saying missing part of the sectional was the reason. We even cancelled it at one point and she called me to convince me it would be coming the next week. They immediately charged my credit card when I did not receive the item. Got them to take it off and she promised me a substantial compensation.

Ordered 2 anywhere chairs for my grandchildren 3 weeks ago, nothing arrived 2 week. Called up to find out when I should be getting them. Was told another 4/5 business days - that was week ago. Then the customer service rep told me I can wait for them or cancel the order, she was too busy eating to worry about my order. Orders that keep her in her job. Never buy from Pottery Barn with hire prices but customer worse than Wal-Mart without Wal-Mart prices. BTW... no update communicated from Pottery Barn at all. Disgusting and disappointed.

Ordered my kindergartener a Marvel book bag. 2 weeks into using the $52.00 bag, it broke. I called the rep said it was on back order and would arrive about 6 weeks later and she would call me to be assured of the new bag's delivery. New bag arrived 8 weeks later. Never received call from rep, 2 weeks later, my credit card was charged an additional $104.00! I call, their response: “oh we never received the defective bag from you.” Seriously? So you charged me 2 additional times? “Oh I am sorry ma'am we charge cards 30 days after people call in with defective items.” Really? So I called and it took 8 weeks to get new item and your policy is to STORE my card info without authorization and charge it? “Ma'am we have a note where the rep tried to call you but could not reach you.” So you have my email and my address but didn't try that before charging me? Beyond annoyed. Will NEVER buy Pottery Barn again.

I bought a bar cabinet from Pottery Barn and scheduled delivery. The first delivery attempt they had the wrong pieces. The second delivery attempt they didn't have the shelves. They finally managed to get it right on the third delivery after several frustrating phone calls and several weeks of waiting. Trying to get help from the customer service was also a frustrating and long process.They have nice products but I will never buy anything from Pottery Barn again unless I can carry it out of the store myself!

Like Maxine of New York, I too received separate split order. I have learned when ordering from PB, keep documentation. Keep a record of who, what, when, TOD - Time day, date of conversation. I generally keep this in one note or word would do too. I also mark on calendar when I returned it, with UPS I get receipts, with USPS I get receipts. Never ever return something to PB w/o these and conversation documentation. Maxine is right, PB process for returning is broken. Is that simple and no they do not send an email to you once they receive in warehouse. Below is excerpt on what I went through on two items that were mailed back to PB on first of October.

I purchased a gift off my friend’s registry on 10/29/15. When I placed the order, the estimated delivery date was 11/5/15 - that was a full week after the order was placed. I was excited because the shower is 11/7/15. When I realized I had only received an email confirmation as to the order and nothing about shipping, I contacted PB Kids to find out where the package was. I dealt with three separate customer service representatives, who just regurgitated corporate lingo about how they “sincerely apologize” and "will ensure my comments get to the appropriate individuals" - my comments being that I am unhappy customer.

We encountered a major flood at our home and are basically starting over. I've always wanted a slip-covered sofa from Pottery Barn, so I placed the order. Received the call that the sofa was ready for delivery, only two of three pieces showed up, refused delivery. Second delivery was scheduled, two white pieces showed up and one blue, so again refused delivery. The T.O. store told me to accept the next delivery because they were afraid merchandise would get lost. I told them I was reluctant because then I would never hear from anyone again. They gave me their word they would take care of this order and that I would be compensated in a HUGE way. Third delivery was scheduled, two pieces had white slipcovers and one without. Upon following up on this order, I basically got the runaround, no one returned my calls. On 10/27 I contacted the Corporate Escalation Department and they assured me they would take care of this.

Ordered several pillows and inserts. Items would be arriving in two separate shipments. Returned several of the items that arrived in the first shipment and cancelled balance of the order that was to arrive in the second shipment. Refund was never processed. Cancelled order arrived anyway without return shipping label. Called customer service which processed the refund and said a return label would be emailed. PB needs to get McKinsey & Co. or some other consulting firm because their systems for processing orders and returns is a complete mess.

Thirty days prior to my granddaughter's birthday, I purchased a $119 special edition birthday doll and three outfits with matching outfits for my granddaughter. I had them shipped to my son's home in Virginia. I received confirmation that they shipped 10 days prior to my visit and her birthday. Also, my credit card was charged the full amount. The doll was not in the package. The doll was included on the packing slip, no doll. Very unhappy with PB kids and will never shop there again. I am planning to dispute my credit card charge.

Spoke to one of the managers that help me resolve the problem. I received my replacement set today I couldn't be more happy about it. Time to move on!

We saved up for this couch, and it was our first major purchase for our newly renovated home. It received very light use. After several years we noticed that one side of the couch was sagging towards the floor. When we looked a screw holding the wood frame to the leather couch arm had sheared. There was virtually no way to repair it without damaging the leather arm. After talking with the local store as well as corporate they told us that they did not have our order number and could not refer us to someone to repair it. Staff at the corporate office were fairly rude and not concerned with the amount of money that this poorly constructed piece of furniture cost. Prior sofas from Norwalk have come with a lifetime hardwood frame warranty, but Pottery Barn does NOT stand behind their products. We will never be buying anything from them again.

I called to place a furniture order for my child's bedroom. I asked on the phone whether there was any upcoming sales. The associate said no. I placed my order and the item was delivered within the week. The following day, I get an email saying that the same item I purchased was now 30% off. I called to be retroactively reimbursed and was told that this was unavailable, despite the fact that EVERY other furniture retailer provides this curiosity for a minimum of 30 days. I asked to speak with a manager and was proceeded to be passed around from associate to associate, kept on hold for more than 30 minutes. This will be the LAST time I ever order from Pottery Barn. No wonder their reviews are all 1 star. Buyer beware.

We purchased a kitchen table, 4 chairs and 2 bar stools on the last week of September. Pottery Barn emails us to the fact that table was in stock and the chairs and high chairs would be delivered on October 16th. After a week of ordering the 4 chairs were delivered, in lieu of the table (the chairs were originally back ordered) We received a call on the 17th saying the table arrived from CHINA... and it will be delivered on October 28th. The customer service rep has yet to get back to us regarding to where the 2 high chairs are and when they are going to be delivered. All I can say is... this is the last order from Pottery Barn from me and my wife. You will be impressed by the catalogs, they love your money, but don't be in a hurry to get your merchandise, because it literally is being shipped - "on a slow boat from China". We are still waiting for our table and high chairs!

Order bed frame, headboard, footboard back in June 2015. Delivery promised late August. Got call saying was to be delivered, they cancelled on the day of delivery. "Your item didn't get to the warehouse in time" meaning they are scheduling deliveries BEFORE they know where the good are. PS: had given away our original bed by now! Went thru 2 more scheduled deliveries before PART of the bed showed up; could not use it without the headboard. Then another delivery for the missing headboard, now it was assembled (with MY tools since they had none on the truck!) and it was manufactured incorrectly so they took it away on ANOTHER trip.

I placed an order for some storage bins for Christmas for my granddaughter. I checked the order after a few days and I had to find out myself it's on back order till February 2016. Really? So I call to try to get something similar. Nope and then the girl tells me "3 to 4 weeks to get your money back?" Really? What if I took 3 to 4 weeks to pay them? Just terrible customer service. Thanks God for Amazon and eBay.

I ordered a couple of custom chairs back in early August. Delivery was supposed to be 4 weeks. That stretched out to almost 8 weeks. When I checked the tracking information I discovered the chairs had been sitting in the warehouse for 10 days, but no one had called me. I call to schedule a delivery, and after repeated tries when no one answered, I was put on hold for 10 minutes.

We bought this bed for our teenage son - what a mistake! The only real wood on the bed is the slats; the rest of it appears to be nothing more than cheap, soft composite wood. The bed has broken 6 times in less than a year, and still PB Teen refuses to give us a refund. The rails that hold up the slats are separating from the bed frame, both are made of such soft composite wood that screws don't hold them - it's a disaster. All PB Teen has offered is to replace the composite rails and the (unbroken) slats. I wish I'd never purchased this bed.

dealing with customer service was exhausting, but eventually I got a costume for my daughter. I still paid quite a bit for it but i guess it was resolved- sort-of.

I ordered a chair and ottoman well over one month ago in store. Service was adequate at the time though salesperson could not answer my questions, the manager did. Item was delivered to our business as home not easily located or accessible for home deliveries. We were charged "delivery and white glove setup" surcharge of $85+. We were told to call Customer Service for credit after item was delivered. Item was delivered (separately over one week) in large boxes. Our employees unloaded box with no offer to help or setup.

I purchased the Amaya Jewelry Wall Organizer less than a year ago. The first one I got had to be sent back because it had dents and scratches all over it. The second one I got split in thirds on me tonight. I will not be buying anything from Pottery Barn again. Their quality is worse than IKEA.

I very disappointed with my experience online with POTTERY BARN. The customer service are so disrespectful and rude. I ordered a backpack and lunch box. Receive Lunch Box and nothing of the backpack. After 1 week call to asked about the backpack. They told me they know where the backpack is, but they do not know when they will delivery. I asked to speak to someone that could help me and she said that no one can help me. I just have to wait for any email that will tell me when I will get my item. They treated me like kid. So frustrated. IF YOU ARE BUYING ONLINE BE CAREFUL. YOU WILL BE ALONE, NO ONE CAN HELP YOU. Never would I do business with Pottery Barn again. VERY DISAPPOINTED.

I ordered a Turner leather sofa that was 20% off and "in stock & ready to ship" after being assured that it could be delivered in two weeks and after work or on weekends. When the sales associate rang up the sofa, I questioned the amount. She attributed the discrepancy to "shipping and processing fee's" and a "delivery surcharge" of $100. However after leaving the store I took a closer look at the receipt and realized that they only took 10% off instead of 20% so I went back to Pottery Barn and was told they would issue the $300 refund after the sofa was shipped.

I purchased one Cameron Sofa & Slipcover from Pottery Barn on 12/7/2014. Was given the runaround about the item being stuck in transit for months, they finally "found" it in the hub and I finally got delivery on 6/16/2015. It arrived with the slipcover already on the sofa. I tried to steam iron out the crushed cover and what I assumed were wrinkles and discovered the slipcover doesn't hang smoothly or fit properly. One arm hangs in a permanent S shape instead of straight lines like the other arm.

I have ordered an Halloween item - 2 spider web string lights on Sept. 4 with. It was on back order that time. I received the shipment on Oct. 2 and saw this item is already on sale for 40% off. I called today (10/7) to ask for the price difference and got the answer - "sorry, you ordered on Sept. 4 and we can't do price adjustment.." I said "you guys could ship till Oct." and the answer they gave was "bec. it was on back order and it's our company policy not to give price adjustment." I had to "INSIST" to speak to the manager for 3 times then the representative went to speak to the manager to "DISCUSS" the case. She came back said they will give me the difference as an "ONE TIME" special case. I was a loyal customer to Pottery Barn. After the way they emphasize their "policy", I'm afraid to buy from them any more.

I have placed three orders from PBteen.com, one of which I had no issues, but had the same delivery problem with the other two. The first order I waited two weeks and did not receive the order. I called to check on the status and they claimed it hadn't yet been pulled to be shipped, it had somehow been forgotten. After talking with the rep who was very polite, the items were shipped and received within a few days. The second order was about a year later in August 2015. I ordered a backpack and locker supplies. Because of my previous experience I monitored the tracking on the items closely. By day two, no tracking information was listed, so I called and just like last time, the order had not been pulled for shipping even though it was in stock. One of the items I was told was on back order and would not be shipped for another two weeks. I requested overnight delivery for the items in stock which they politely accommodated.

We ordered a bed from Pottery Barn two months ago: Raleigh Upholstered Nailhead Camelback Bed & Headboard. Today it finally arrived and their "white glove" service assembled it within 10 minutes. Poor job. But even poorly done is the materials and the quality of this bed base: we put inside the mattress and within 5 minutes one of the wood support snapped. Ikea furniture has better quality than this bed base and it is a third of the price! Beware of this kind of base, it does not have enough support and it has tiny wood supports that cannot hold two average size people.

I placed an online order with PB on a Monday night at 8:00 pm and the next morning realized my local PB store could get me the exact same product for almost $700 less. I quickly called the online PB # to cancel my order and within about an hour the product showed up at my door. PB online won't return the $175 delivery fee. Not right!

Ordered 3 furniture items for daughter's room. The bed came on time but no one called to schedule white glove delivery, so I had to. Second item - nightstand was supposed to be delivered Sept 11. It came Sept 28 only after I had to call to find out what was happening. I was promised 15% credit for the inconvenience and found out they never noted it or gave me the credit. Third item was a fiasco. Schedule for white glove delivery on 9/28. Never got call to schedule (by the way, I had to call to find out when it would come and they said 9/28). By 9/29, I called them. 30 min on hold. Only to find out they cancelled the shipment. No notification, no reschedule. After waiting on another hold, cust serv rep said the item has lost. It will take them at least a week to locate it. No credit can be provided for inconvenience until I get the item. Seriously?! Now waiting to see what happens. Whoever runs their logistics needs to be fired.

First of all, I love their stuff and the folks (**, **, **, one of the managers and another manager whose name I'm not sure of but maybe **) at my local store (Roswell Road, East Cobb, Marietta, GA) They ALWAYS go out of their way to make sure I'm happy. This is a reminder to always check with your local store before buying anything online. Online the Sicily console was on clearance for $399.00, $40 shipping, $40 surcharge and $33.60 tax for a total of $513.59. Went to "my" store and the same table was $319.97 - $48.00 (catalog promotion trans 15% off), $16.32 local merchandise tax, shipped to store (no shipping fee and no surcharge). Total cost from my store for the same item: $288.29, a savings of $225.30 on a table that was originally sold for $799.99! True, I have to go back to the store to pick it up when it arrives but I think I can manage! ALWAYS check with your local store before ordering online and make friends with the sales staff.

We ordered outdoor furniture on 8-4-15 (sectional couch, chair, dining set with chairs and pillows). Our furniture was to be delivered in August. The pillows arrived and finally a chair (on the wrong delivery date). My husband and I have been spending hours on the phone and in emails dealing with this fiasco - we get disconnected after being on hold for up to an hour. We have already been charged for everything (thousands of dollars) and paid for it (mistake by us).

If I had read all the reviews about this company, I never would have purchased a sofa from them. Part of this is my fault because I didn't ask questions and I ended up paying $1,000 more than I had anticipated. They never gave me the total and when I received my bill, with a $300 delivery charge I was appalled. I haven't received the sofa yet, but in the prior weeks of trying to speak with customer service and the constant on hold and then when finally speaking to someone, only to be put on hold. I won't ever buy another thing from them. I hope the couch is a good one, because it isn't returnable, which I wasn't informed about when I ordered.

Pottery Barn/Pottery Barn Kids has the most HORRIBLE shipping and customer service. They are so disrespectful and rude to their customers. I ordered a backpack for my son (among other things) that was supposed to arrive on 9/4/15. Until this day, I have NOT received his backpack (his lunch bag, my daughters' backpack and lunch bag I already received, LATE of course - a week after they started school). I've called numerous times to their "customer service" and was first promised to receive his bag on 9/8/15 (since according to the customer service rep I spoke to on the 4th, the backpack was already packed and ready for delivery, and I was even given a tracking number), then I was told that I should be receiving it "soon".

daughter who has no furniture in her apartment. She ordered a PB custom couch a week prior and was told it would take 6-8 weeks but she is getting the couch by the end of this month. I don't understand why I continue to receive further delays for the delivery. I thought PB was a large enough corporation, who would have stock what they advertise. Thank you.

Chatham mesh outdoor chaise lounges - I bought six of these outdoor chaises last May (2014) and stored them inside all winter. By the end of this summer (second season), the wood was worn and discolored and the mesh discolored. I emailed Pottery Barn and they told me that there wasn't anything they could do - this was normal wear and tear. So, after spending $600 a chair, I have to replace them.

I ordered a sofa from Pottery Barn in June and was told I should receive it Aug.1-14. I then received an email telling me it would be back ordered and that I should hear something around Aug. 28 - Sept. 11. It is now Sept. 22 and I am sitting here waiting on my sofa. I have tried tracking this sofa around the 28th and no one could ever tell me where it was. I find it a joke that on their website it tells you to "track your order". Well that is a joke and not only that but every time I called customer service they either had no idea where it was, or twice I was told incorrectly, that it was at the distribution center and that I'd be getting a call. Well that never happened and when I was told they were there I found out later that they weren't. Through this whole experience, they never once called until I finally got a manager at the local store that made some phone calls.

Wish I had read comments here before I ordered furniture from Pottery Barn. In the process of moving I decided to replace several pieces of furniture, including sofas and chairs in great room. Those items were special order and had stated delivery windows. First, one of the sofas was not processed correctly when ordered and after 3 weeks I found out I had to set up a "new" order to get the process started. My primary complaint now is with my "missing in action" leather recliner and the inability of PB to find out what is going on from the vendor. I have been inquiring weekly since 8/31 and have repeatedly been told that emails have been sent to the vendor but with no response. I was told that is all PB can do, email the vendor for status. And this has been escalated to a supervisor and still no response from vendor and nothing else can be done. Amazing.

I ordered a great-looking desk online and it showed a 4-day delivery. That is over a month ago. When I call, they say they don't have all the pieces (3). Never buy anything from PB that you can't carry out the door.

I ordered a dining room table, 6 chairs and a bench from Pottery Barn over Labor Day - with the understanding that our new house was under construction and we would not be able to accept delivery of the furniture until mid-November. Today, September 22nd I received an email congratulating me on my furniture delivery! I checked our new home site and sure enough there are my six dining room chairs left in the dirt within the construction zone of our new house! Pottery Barn - can your delivery service not recognize a building site? I contacted customer service for the third time and was assured that they would pick up the mis-delivered furniture. While I hope the remaining order will be held until November, it wouldn't surprise me to find the dining room table sitting in the driveway the next time I visit our home site. I won't be ordering from Pottery Barn again.

My furniture was delivered in a timely fashion, so no complaints there. I ordered the Olivia entryway set which includes 2 cabinets. The cabinet doors are supposed to be with one having a left opening and one with a right opening, like in the online picture. In other words, there's supposed to be symmetry to the doors. Instead I got both cabinets opening on the same side - they didn't bother checking this apparently, when the furniture left the warehouse. Another issue is the cabinets are built slightly crooked so there is a slight wobble. My floor is totally flat, so I know it's the cabinets that are off-kilter and not my floor. If I put heavy stuff in the bottom shelves, it's okay, but honestly for this price point, it should be built rock solid and completely stable.

We are very disappointed with our experience with Pottery Barn. We received a rug for our daughter's room two years ago and since then the rug has developed a burnt rubber smell as well as a white powdery residue on the floor beneath where the rug sits. We have tried cleaning the rug and using other products to get rid of the smell, but nothing works. It seems clear that the rug is defective. I emailed customer service 10 days ago, and never received a response. Today I called customer service and gave them the name of the person who gave the rug to us (so they could look up the order) however I was told that Pottery Barn will not do anything about this.

I placed a large order through Pottery Barn Teen for my daughter's dorm room. We had to return a few items. I made two returns and in each case Pottery Barn received the items but did not credit my credit card until I called and spoke to someone in customer service. They did not say why I hadn't been credited. They just issued the credit and thanked me for calling. Are they hoping people won't notice that they have not received credit for returned merchandise?

I ordered a backpack for my Grandson's 1st Birthday on August 30th. There was no indication it was on back order. It was to arrive by Sept 4th. I have not seen it yet and they won't tell me anything else. They say it is not on back order. They won't tell me why it is not arriving or give me any idea of when it will ship.

I have ordered furniture from this store and their sister stores like West Elm and first they told me they will deliver at the day and time I want so I made accommodations and then the day before, they changed the time. The second time I had a delivery, after the item was back ordered for a month and didn't inform me this at the time of purchase, they never confirmed the delivery time and just showed up. They wont give you any idea of timing until 24 hours before typically, how do you plan for this? When they finally showed up, the items were missing parts. They will do nothing to compensate and deliver when it's convenient for you the next time around.

After 2 years of use, the top layer of my son's crib mattress ripped while changing his sheets. After speaking with the store manager, I was told that I was out of the 1 year warranty. Then I was told I was out of the 2 year warranty. I called customer service to take up the issue with a manager, I was completely stonewalled with the same rhetoric. I even asked if they had any interest in reporting a clearly defective mattress that could cause potential safety risks to a baby. Stonewalled. I asked if they cared at all. Stonewalled.

I ordered a Pearce sectional in April to have arrive August 1 to my new home. When it finally arrived, it was damaged. Despite my request, the furniture was not allowed to stay at my residence while a new sectional was sent to my home. My furniture was sent to a "medic" to be fixed since this was allegedly the quickest method to receive my furniture. Nearly 6 weeks later and it is uncertain when my furniture will be ready to be sent to me. I paid for these pieces long ago and sit with an unfurnished living room! The process has been horrible. I will undoubtedly never shop from Pottery Barn again!

I ordered the sectional with the slip covers and feather wrapped cushions. The cushions on the back of the sectional never stayed upright and squished down immediately. I called Customer Service and spoke with a manager. I sent pictures and never heard back from them! The couch was over $3000.00 dollars. I have spent tens of thousands with Pottery Barn over the years. The customer service is horrible as is the product quality.

We purchased a bed online. Within 30 minutes, my wife found one just like it on wayfair.com for 1/3 the price. So my wife called and cancel the order. Five weeks later, without notification and of course no bed was shipped, because it was canceled, they withdrew the money out if my bank account, caused it to overdrawn. I'm on my third day calling 4 to 5 times a day. I haven't received a call back from a supervisor nor did I get my money back. So frustrated. NEVER would I do business with Pottery Barn or any of their affiliate companies.

08/10/2015: Ordered table from PB with estimated time delivery no later than 09/14/2015. 09/11/2015: Called customer service twice about no shipping confirmation and no phone call for delivery set up. Was told that the delivery service would call once the item was shipped to their warehouse. 09/12/2015: Wrote an email to PB that I would like a copy of the shipping confirmation to ensure that the item was on its way. Got a response that they would be emailing me the shipping confirmation within 2-3 business days.

$80 rolling backpack shredded at the base of pole, on bottom, & side within first week of school. Sooo cheaply made. Pole stabbing son in back. Had to reorder, was told item no longer available, choose another. Settled on one he didn't like, came & it was chosen pattern, but not roller bag, just regular. By then all patterns were gone. Ordered another design he didn't like. Said it would arrive in 7 days. 12 days later & still at warehouse they said! It was NOT on back order! So frustrated with Pottery Barn customer service & quality! Want money back!!!

I bought a terrific sofa in Beverly Hills in early August while on vacation, to be delivered to my home in NMCal. I purchased a quick ship sofa and they confirmed it was in stock while I was in the store. So from August 12, when I bought the sofa that should have been delivered by now indeed the confirming email from Pottery Barn stated I'd have it by now. I checked earlier this week and found that that the sofa had been in the warehouse for a week or so, undelivered, so I queried their customer service as to how I might actually get my sofa. I called the number cited in Kylie's email and after repeatedly giving my name/zip/order number to Rhianna (the service rep who answered the phone), she told me they didn't deliver to my area but that she'd connect me to the right place (877-733-6200) and she did.

I ordered items from a baby registry for a baby shower. One of the items was monogrammed. I ordered well in advance of the shower and a delivery date was provided that was 10 days prior to the shower. I was out of town and when I returned the items had not arrived. This was 5 days after the expected delivery date. I was told the items had not left the warehouse yet. I was on the phone for at least and hour and the girl I spoke to was expediting me replacement items (but would not be monogrammed) and we were still hoping that the monogrammed item might show up in time. She also offered me a credit toward another item so that I could choose something else to have for the baby shower. She guaranteed me that the replacement items and the additional item would arrive by today.

Absolutely terrible! I've called this store for the past 3 weeks with no reply. I have a 6 month pregnant wife that would like our nursery furniture before the baby arrives. Doesn't seem like that's going to happen. If your furniture goes to Williams-Sonoma shipping in Hickory NC at **, good luck getting it. Maybe the staff will be polite, that is if they ever answer their phones or return phone calls. Extremely disappointed!!!

I ordered the Cameron sofa in the Textured Oatmeal. The sofa was advertised in the store as fast delivery, I waited 3 months. Within a month the cushion fabric pilled terribly. I took one of the cushions into the store, the manager was helpful, stated it shouldn't have happened and got in touch with customer service. I waited months for a replacement. The fabric pilled again within a month and this time the cushions crushed at the edges where the cushions met. My son and I were sitting in a hole every time we sat on the sofa.

In June I ordered an upholstered chair. The delivery time was to be early August. In late July, I was informed it would be delayed until late August. I received an email saying it was ready for delivery at the end of August. I scheduled a delivery date, took off work because there was a 6 hour window period. At 5:45 pm, I was notified that the delivery would not happen because they had run out of time. I filed a complaint with customer service, set up a new delivery day and asked for a 2 hours window period. What I got was a delivery period on a Saturday from 1 to 5. This was confirmed both by phone and email. No one showed up, no one called to say it would not be here and another day lost. I have now been transferred two times with customer service and on hold for 20 minutes. I will not order for PB again, ever.

We ordered a small chair for a little girl online. The chair was inferior, unsafe, and had no frame, which was unknown to us. Contacted the store and they said they would be glad to return it. She asked if I wanted to reorder something else and I replied that I would just like it credited to my credit card, the original form of payment. I also told her that the chair was monogrammed, but was unsafe, and had no frame. She replied that there would be no problem and that they don't want customers to have something that they are not happy with. I went into the store and returned the item. Upon return, I asked the sales associate if she needed my Credit card for the return. She replied that she did not as all the information was on my original receipt. I left the store with the return information only to be surprised when a week later I received a gift card (merchandise credit) in the mail for the amount of the purchase!

I was attempting to order a Full-Over-Full Bunk Set. I had the site pulled up and was entering my info when I discovered not only do I have to pay $150 processing and shipping charges but an additional $175 for a 3rd party trucking company to receive the beds from the first shipper and bring them to house and set the beds up. Fine if that is what I wanted but I didn't need this service. Customer service said it's not your option. So ok if I don't want or need strangers to come into my home, they said that's fine but you still have to pay for it. So basically RIP OFF is what that fee is. I will never buy anything else from this company.

Pottery Barn is already 2 months past their expected delivery date of early July. Today they arrived for delivery (did not call to confirm and did not return my call to them to try and confirm) and had the wrong furniture. I have now been told that my furniture is now in a warehouse that doesn't deliver to my area??? My experience is very similar to the experiences listed below. I wish I had done more research prior to spending this kind of money. I will be cancelling my order and NEVER GOING TO A POTTERY BARN AGAIN.

I bought a $75 roller backpack. My son is 8. We have never used this kind of backpack. I bought it over 30 days ago. But today was the first day of school. It was the first time he used it. When he was rolling it one of the straps went under the pack and broke off. It was ruined. I called them and told them I wanted my money back. They said it was over the 30 days. I told them this was the first day of school. She said maybe I could get a replacement. I said I already got him one as he needed it for the first day of school. She said she couldn't do anything about it today as her shift was ending. Oh how convenient for her. She said she would follow up tomorrow with a supervisor as there were none there today. How convenient once again. I will never order from them again. Horrible customer service.

I have placed about $12,000 in orders with Pottery Barn over the last 6 months since we are building a house. Most of the products are fine as long as you don't want to return anything. I've tried to return 3 items and they just don't schedule the pickup. You have to keep them. This last time the customer service person disconnected me after trying to reschedule the pickup for 20 minutes. When I finally got another operator, she hung up on me when I said I didn't have a customer order #. That's it for Pottery Barn. I'm unsubscribing and giving the rest of my business to Restoration Hardware.

I should have learned from a bad experience last year. Pottery Barn is never accurate with delivery or stock availability. They just want your order and then change the status of availability for shipping times. This can go on for months! I had to wait a long time to receive matching rugs to one I had been using already due to the lapse in shipping times. Also, don't count on anything for your holiday shopping, I had a guest room planned out that never happened. Had to go to another merchant to ensure a bedding ensemble would be complete before their arrival. I tried to use a coupon that was sent in my email and it claimed I used it already. Contacted live chat to only sit there with no response and no help.... They have mannequins in their store to look like associates and robots for live chat. Shop in person and go to American stores! Good luck if you can find one!

In looking at the picture from their website, the two items that I ordered are the same color and are meant to be put together in the bathroom (as they are together in the picture). When I got them home they were completely different shades and could not possibly be put next to each other. When I called to set up a return I spent over 30 minutes on the phone and when I asked for a supervisor I was hung up on (perhaps inadvertently, perhaps not.) When I called back I had to spend another 20 minutes talking to a different agent who refused to even try to connect me with a supervisor. In addition to wasting my time, everyone I talked to was completely unprofessional. One agent kept calling me girl as in "There's nothing I can do about that girl." Another told me that her computer screen was being retarded. A third called me back and said she was calling from, West Elm, no Williams-Sonoma, no... Where did you order from?

In January of 2014 we had a platform bed delivered from Pottery Barn Teen. The bed never sat correctly, it was always just slightly off. In all fairness we should have called immediately, but it didn't seem like a huge issue. As time went on, the dresser pieces attached to the platform started to separate more. On July 2, 2015 I contact PBT for the first time. I was told my case would take 7-10 days to handle. So I called back in two weeks and found out it was never filed. I subsequently spoke to two different individuals on number occasions and was asked to send in photos, which I did on numerous occasions, still nothing. On Sunday August 22 the bed was unassembled to put in new flooring. We discover that the one support holding the bed (clearly a bad design) had a major crack. Back to customer service at PBT, I spoke to a nice Seth ** (they are all nice) who again asked me to send photos and said he would personally handle this.

I ordered a rocking chair and ottoman over 2 months prior to my son's arrival. I was given an estimated shipping date of July 25 and I understand that estimated is estimated but mid June I was emailed a shipping confirmation but today on August 28th I have still not received a call to schedule delivery. I have called numerous times and yesterday was told it could be still another 2 weeks because not all pieces have arrived for inspection. I did not expect such poor service from a company such as Pottery Barn. I will not order furniture from this company again!

I placed an order for my first day and first time in school. Like any other parent want to make sure we have everything for our child. The order was supposed come on 8/19 before school started. No order came, my child had to take their school supplies and his lunch inside a plastic bag. I spent so much money on the Pottery store and nothing. I called them on Monday, asked what happen to my order. They told me that they can give me any information cause the order still had not even been shipped and that I will receive an email with information, never received one.

I sent this to PB Teen today and their response was "a manager will call you in 7-10 days." REALLY?!! I need a manager to call me about this order asap! Here is the order of events that has taken place with Pottery Barn Teen customer service. I placed an order for a backpack, a lunch box, and an iPad case on July 9, 2015. Plenty of time before school started. It stated that the iPad case would be here on July 28th. Beginning of August, I realize the iPad case has not been delivered and when I look up my account, there is no info available. I chat with a service rep named William. He tells me the iPad case comes from a distribution center that he is unable to call, so he emails them and tells me to check back in two days (PROBLEM 1 - he should be calling me in 2 days since it's my order that has not been delivered, but I could tell that was not happening, so.).

Absolutely the worst customer service around. Called to inquire about a product and was spoken to in the most condescending tone imaginable. Rude, uptight and non-customer oriented!!! Assumes all customers are as douchey as their employees.

We were confirmed for delivery of three items ordered. When the delivery arrived only two of three came. I have called four times now and left a message for a supervisor to call and they were out to lunch. Still waiting... long lunch? I was told as soon as the hub is checked they would let me know. Yesterday I was told it takes 7-10 days. How are the ordered scanned when it reaches their hub?? No one knows. If they can't find the piece they will have to reorder which will take another month as that's how long I originally ordered the three pieces.

To make a long story short, I have paid nearly $5,000.00 on my Pottery Barn Card and I am owed 10% rewards dollars. Originally they were assigned to 12 month interest free financing but I changed my mind. After a month later, I was mistakenly charged finance fees. I called to resolve the finance fee and paid the amount in full after a customer service rep told me if I paid in full I could get the rewards dollars.

I ordered furniture over 18 weeks ago. The entire order was supposed to arrive. Of the 5 items expected to arrive, 3 were in acceptable condition. A chair arrived broken and the company lost my couch. Out over 14 employees I've spoken with, none have been able to tell me if they actually located my couch; giving generic replies of having to "check with the hub." I have been stonewalled for several weeks and am being ignored by employees. I spoke with the local store manager where I made this purchase and was informed that I "denied delivery" last week. THIS IS ERRONEOUS; A COMPLETE FABRICATION. Suffice it to explain, this enrages me further. I was never contacted to ask if a delivery could be made last week. I have been told for weeks now that my couch will be delivered. This entire experience has been abysmal, deplorable.

I ordered a Small red backpack with a rocket ship and had my son's name printed on it from Pottery Barn. What I got was far from that, I got a PreK Backpack (wrong size) with No rocket ship (I ordered) for $36.26. I called and said "there must be a mistake, I did not order it". They said that's what they had down and would not work at all with me due to I had his name on it. Customer Service told me if his name was upside down and backwards they would not return it. I believe they need to change this policy. I have bought many backpacks from them but you can bet that will be my last... I sure did not order this backpack, it's unfair that I have to pay nearly $40 for a unusable backpack school :(

I put my selected sale item in my cart and when I proceeded to check out the price changed. The price of the was no longer the sale price but the original price. After spending one hour on the phone, switched to 7 different people and hung up on... I got nowhere with them. The price on the google search for their site still shows the sale price. So frustrating!!! No one to speak with or hold accountable. Besides this experience I also ordered two desk chairs 2 weeks prior and they never arrived. When I checked on my tracking details I noticed my order was cancelled without any email notification. When I called the company they apologized for not emailing but they cancelled my order because the item was on backorder. Who cancels an order without notifying the customer? I'm so disappointed with this company.

I needed to order replacement items to fit existing Pottery Barn furniture. Initially, I was shocked at the unjustifiable "shipping and handling fees" which were around 10%. I'm not quite sure how this company still considers that purchase of an $800 order should not come with free or cheap shipping anything, and certainly not "handling." The items are all light, and $80 for 3 week shipping cannot be explained. As I had no choice, I proceeded begrudgingly. I then discovered that Pottery Barn had pre-authorized my card for the full value of the order, which I expected them to. I was then somewhat shocked to see that as well as the pre-authorization for the full amount, they had then made a separate charge for part of the order which would be shipping first. So at this stage, they had blocked funds on my card which were greater than the total of the order.

I received damaged items. Pottery barn is expensive and things should not arrive damaged. If they do arrive damaged, pottery barn should be wanting to pleasantly help. I called and the worker on the phone did not like the question I had asking if she could type a message saying, I would like the storage boxes checked for quality before they are sent out again. She put me on hold immediately and then other times after and it seemed like she was doing it out of spite. She hadn't been accomplishing anything for my order during the breaks she took. She just added to the frustration I was already feeling. The way we are handling this is I am repackaging my items and sending them back and they are sending me the same ones. More work for me and I wait longer for what I paid for last month.

Pottery Barn really has problems delivering on its promise. It started with a delivery in which they did not actually have the top of the desk and had no idea they did not have it. I then waited over a month for the delivery of the piece needed to complete the desk. I finally received a credit for my trouble and then applied it to purchase one more piece. Of course, the billing was then completely messed up and I spent hours being transferred from person to person (none of whom could actually help) trying to resolve it. I finally gave up because the incompetence was just too much.

In the washing (washing is recommended on the label of the duvet cover), the blue stripes bled onto the white stripes therefore completely ruining the duvet cover. I bought another - this one in light blue linen. After just one week, on the bed, our pup (who had been eating grass) threw up on the comforter. I applied full strength liquid Tide to the grass stain before putting the quilt into the washer and was terribly disappointed to find the pretreated areas were completely bleached out. I called customer service at Tide (our everyday detergent) and learned the problem is with Pottery Barn's poor dyes - the fabrics are not color fast. It's been an expensive and disappointing lesson. $300 + $300! No more bedding from Pottery Barn!

Pottery Barn charges your credit card when it ships the furniture. But then the furniture sits in the local hub for months as they are too busy or don't have the resources to deliver it. Once you escalate it they try for delivery but their hub in SFO switched 2 months ago and they have nothing but problem after problem. They delivered the same bed three times with the wrong hardware or missing parts. Their delivery men got the brand new beige upholstery dirty with their fingerprints. They claim they will deliver but then don't show up and never call to confirm a delivery time. I took three days off work to manage the delivery and still don't have my bed.

Ordered 2 beds from Pottery Barn and they had to put the bed together at time of delivery. Well, they did deliver the bed and as they were putting the bed together, they realized they had no legs. The delivery guys called to get the legs delivered and we never received them for over 3 weeks! What awful service especially when you charge customers 10% or more for delivery. To add insult to it, we received the legs through regular mail! Really PB after paying delivery service? I will never order anything from you again. Restoration hardware should teach you customer service!

We ordered a large Astor Double-Wide Mirror with special White Glove Delivery on July 1. It was out of stock and we were told they would NOT bill us until it shipped; however, we were billed 9 days prior to ship date. Mirror was delivered on July 17 with a defect in surface of mirror. We called Pottery Barn customer service to request replacement and were given a delivery window of August 31 to September 14. Customer Service has not been able to explain delay or offer a better date. No callbacks to our followup calls. Terrible Service, to say the least.

Pottery Barn - Wonder Woman™ Backpacks: purchased a $58 + $8.50 for personalization. The quality was horrible. The side pockets of the bag started shredding. Mind you this bag was used occasionally. Contacted Pottery Barn to request a replacement and was told "only after 90 days you can return" so disappointed. In this case you don't get what you pay for.

We were unable to order a furniture suite online because all products in the range, as pictured, did not show when ordering. We called PB and were told to go to a store to order. The Asst. Mgr. at the store in Arlington, Virginia also had trouble ordering the pictured items, and so we settled for second choices on some items (hutches without the doors). There was a 20% off sale. The credit card charge was put through for 15% off. I pointed this out to the Asst. Mgr. who assured me that I was mistaken and that the 20% discount was taken. The sales receipt was very convoluted and difficult to understand. The Asst. Mgr. was pleasant but it took her 1 1/2 hours to put the order through herself, online, in the store. We were all exhausted. Later, I scrutinized the sales receipt and was sure that we were not given the 20% discount.

Last April, my husband and I went to the Pottery Barn store in our area and purchased an Irving swivel chair for about $1,200. We opened a Pottery Barn account at the time to get a 10% discount, and we paid the amount with a check as soon as we got the invoice by mail. We were told that the chair would arrive in mid-May. When the chair did not arrive and no notification was sent to us, my husband called PB, to find out that the order had been cancelled by PB for some reason, even though we had paid for the chair!!!! We were told that we would be refunded the $1,200 we had paid and we would be sent the chair in the last week of June. My husband paid for the chair again, this time $1,000, with a discount to compensate for the aggravation. The chair did not arrive, however. I called Customer Service at PB. The lady was horrified that we had been charged twice, not refunded the money, and not sent the chair.

I had been looking for a new bed-frame for a while. I finally found one that I liked from the Pottery Barn. I went into their store at the FlatIron Crossing Mall and saw that they had a floor model of it which made me want it even more. I asked for a quote of the exact model off the floor and they quoted me $1,300. I went off to look at a couple different beds at other stores. The next day (5/24/15) I was back and had decided to purchase it, even though it was a little more money than I wanted to spend. I waited around for about an hour just walking around the store while they put the order through, when I hear my name. The manager told me that the woman helping me both days not only put the order in wrong that she quoted me wrong and if I wanted the bed it was going to be $1,600. After spending an hour in the store, I said fine I didn't care.

Ordered an ottoman in January of this year. It is not July 31st. I still DO NOT have my ottoman. Worst customer service experience of my life. Pottery Barn scheduled a delivery time. I took off work and then they were a no show. Never called. When I called into customer service they left me on hold until THE DEPARTMENT CLOSED. POTTERY BARN DOES NOT CARE. Worst experience EVER. On the phone with customer service now. I have been on hold for 41 minutes. Yes. 41 minutes. I honestly didn't know a company could have this little respect for their customers. Unbelievable.

I used a $50 loyalty rewards toward an online purchase at Pottery Barn. I received a confirmation indicating my loyalty reward will be credited to my account. This order was placed on May 31st 2015. It has been 2 months and I am now paying interest on this reward. I am unable to get any customer service reps to help. I was told to write a letter and file a dispute. I don't feel that I need to send a letter disputing this. It does not even make sense. They are not willing to take 2 minutes to look up my order and see that a reward was applied but never credited.

We were renovating a room by redoing everything including paint, flooring, lighting, bedding, curtain and furniture. We planned to get a complete bedroom set which would cost more than $5,000. We went to every Pottery Barn store in our area but couldn't find any display of the line we wanted. We had flooring and fabric samples and paint chips in hand and we were willing to settle for a swatch to complete the design. We went to their website to order the wood swatch (which costs $25) but they didn't have the antique white which was used for that line of furniture. We contacted the customer service. They promised to send the swatch so we waited. It never came.

I placed an order for my nursery rug on July 12th and delivery was quoted for end of that week. Not only does Pottery Barn Kids not contact the customer when an ordered item goes out of stock, and they significantly delay its delivery to an unknown date, etc - what truly irks me is that this company refuses to price match an advertised sale price a week after ordering. There is currently an $80 difference in last week's price. This company is not customer friendly and doesn't reward loyal customers. Especially after we have spent thousands in the past month on decor, granting a customer request for a sale price adjustment would certainly be something I would consider if it was my company. I will be telling many about my negative experience and hope it changes other's mind about working with this company.

Placed an urgent order online and picked next day delivery. The following morning I received an email that it will be delivered in business days. When I contacted customer service they said that there is nothing they can do, since I ordered UPS rush, they cannot change the delivery and I cannot cancel the order. They could place a request to cancel the order but they do not guarantee that it will be canceled and not deliver on the day when I don't need it anymore. So, turned out that next day delivery will take 3 days and there is no help from customer service. Also, to speak with supervisor you have to wait for 24-48 hours which is not a big help when you need to quickly resolve an issue. Very disappointing experience. Will never shop there again. There are so many furniture stores who offer same quality products and provide superior customer service and assistance.

I was about to complete an online order for an $800 small chest of drawers. I saw that the promised 10% first-purchase discount was not offered but, worse, there would be 2 separate charges to deliver this relatively small, assembled item. The first charge was $80 for delivery and a whopping $100 surcharge. When I ultimately called and questioned a rep, I was told that because this was an "in-home" delivery, this $100 surcharge was needed. "In home" as opposed to what, by the curb? Where else would one have furniture delivered. Their explanation was ludicrous. With the sales tax also computed on delivery, the delivery for this $800 piece of furniture would have been almost $200.00. Really, who would shop here? I have had sofas delivered for less.

I recently ordered two rugs paying over $1300. Haven't even received them yet and got email that they are now on sale $280 less. I called Pottery Barn to inquire if they would credit my acct the sale price and was told flat out no that they do not do that. So not right especially since I haven't even received them yet. Told I could return them to store and repurchase but would not be refunded shipping and surcharge. Plus I don't live anywhere near a Pottery Barn. Very disappointed.

Was told when I special-ordered sofa, chair & ottoman if anything was wrong with them they would be replaced, no problem. The chair has one arm, the wood frame cut 2" too small & they just covered it with not enough fill, and end all wrinkled & ottoman one corner all wrinkled because not enough fill. Was also told weekend delivery, no problem, which was a hassle but manager did get it delivered on Sat. She also said day it was delivered and I called about the 2 pieces not up to standard or price I paid. She would call me back with ETA of new ones.

The salespeople in the store had very little knowledge about what they were selling and were no help at all. I bought The slipcovered Pearce sectional online, after sitting on, looking at, and touching the various fabrics and selecting the exact same features as the showroom model. After just a few days of light use (adults sitting on it for 1-2 hours each evening), the cushions needed to be flipped AND rotated, and the piping was no longer on the edges but had slipped down 1/2 inch or more. Also during this time, both my partner and I were experiencing significant new and (at the time) seemingly inexplicable back pain; however, we soon realized the sectional was to blame when we noticed many of our guests moving to the floor after just minutes seated on it.

A platform metal bed was ordered on June 19 and partial delivery and installation was made on July 12. I am missing the slats for the platform and Pottery Barn is saying that they will reorder the slats for July 27. Unacceptable! I paid for everything and expects everything to be delivered. I am without a bed for 1.5 months. No one from Pottery Barn calls me to update me the status of order until I complained (everyday and stayed on the phone for 45 minutes at a time). No customer should experience this!! Further, Pottery Barn told me to call their warehouse to see what happened to the slats. Isn't that the responsibility of Pottery Barn?!

Buyer Beware! I ordered a metal Savannah headboard because I was told by a Pottery Barn employee that it came with a bed frame. Well, after I paid $50 extra for white glove delivery, the headboard only arrived. I was told that I had received misinformation, but that this headboard would fit a standard frame. After purchasing a frame and two trips to hardware store to get necessary hardware not supplied by PB, I could not attach it to my frame. PB sent me some screws, but they were wrong size. So, I am now waiting to get a phone call from PB to arrange for pick up. What a waste of time! Customer service only give apologies. I will not do business with them again.

Chloe Extra-Wide Dresser SKU 8736399 - I bought this for a guest room because the dimensions worked perfectly and I had a guest arriving shortly. Ordering and shipping were no problem and it arrived as promised. However, the dresser itself is one of the worst and flimsiest pieces of furniture I've ever owned. I failed to test all the drawers before the delivery men left and my guest only used the top two drawers. They happen to be the only two that open. The others are jammed so tight that I broke a major sweat just trying to get them out to see if I could repair them. The runners are wood against wood and they do not fit at all.

I am a frequent shopper at 2 Pottery Barn stores located where I live in Las Vegas, NV. The Summerlin Pottery barn store has a wonderful and customer service oriented staff! I will now only shop at this store. However the Pottery barn store in Henderson has a Manager, Trinia and staff member Alice that were beyond rude, snotty, unapologetic, and just simply rude to me this week!

I don't even know where to begin... My husband and I moved to Canada about a year ago and so we went to PB to buy what would be about 16,000 dollars' worth of furniture. The first shipment of our kid's furniture was a hassle, it arrived a lot later than the estimated date and not complete. I had to keep recalling them to see when they would deliver. Second time around we bought patio furniture at the beginning of June and asked about the delivery as we had had a bad first experience and this would be a factor in us purchasing there again.

I am copying as many people as I can find on LinkedIN who work customer service at Pottery Barn. I find the following story of my treatment for an online order so unacceptable, and the dealings with customer service so deplorable, I wanted to email it to employees and see if someone can forward it on to someone who can make a difference at your organization. At this point, It is far too late to save my business. However, having worked in sales and customer service, I find the treatment outrageous.

I placed an order for bedroom furniture on May 17 in the store in Baton Rouge. It took 2 maybe 3 hours for them to even be able to complete my order for all the problems they had entering it. Then after 2 months later I had never received my order. My furniture had been sitting in a warehouse somewhere and no one bothered to let me know. My bedside table was not with that order: I have called on several occasions - they kept telling me it was on back order. I called again 3 days ago to be told they had no idea where it was. They were going to get with someone and call me back. Yeah, that call back never happened.

I purchased an expensive leather recliner. The delivery service contacted me for delivery. They are unable to deliver my purchase in the afternoon. There was absolutely ZERO flexibility with delivery schedule. I would have never made this purchase if I knew the delivery was so ridiculous to deal with. I called Pottery Barn and told them I would have to cancel the order. The item never left the warehouse and they want to charge me $250 for delivery!?!?! How is that even legal? The customer service person I talked to was horrible, as well, they treat you like they are doing you a favor. My 1st and last purchase from Pottery Barn.

I ordered an item from Pottery Barn over the July 4th weekend. The shipping seemed high. I called Pottery Barn to see if they planned to offer any "free shipping" over the holiday weekend. I was told no. The next day, they offered free shipping! I called to see if I could stop my order or receive a credit for the shipping. I was told it was too late to cancel my order and I could refuse the delivery and only pay for the shipping, then reorder with the free shipping. Does this make sense to anyone? I have had several interactions with Pottery Barn's customer service - I do not find them customer friendly. I will no longer shop Pottery Barn.

The sales person promised this fabric would hold up and not show wear. The sectional was expensive; we will never purchase from PB AGAIN. When it was delivered the delivery people left off a leg. We are unable to attach the leg due to pieces being too big and heavy. The cushions are lumpy and very uncomfortable. I was hesitant to purchase this color for fear the fabric will appear dirty. Sadly my fears came true in spite of the sales person assuring me this would not happen. It is a shame - PB really needs to source better furniture for the prices charged.

Ordered a linen duvet cover and two shams for Summer bedding - not a heavy item... the shipping and "handling" was over $32.00! Combined with the tax, it added over $60.00 to my order!! Thought I had inadvertently ordered some white glove service where they come in and put it on the bed for you!! When I called about it, they said shipping and "handling" is based on the cost of your order - thankful I didn't order a cashmere throw. Will think twice about ordering from them ever again!!!

I ordered a desk from pottery barn. It shipped to their white glove delivery service. It sat there for about 1 month. I called pottery barn (as there was no contact info for the delivery service in the email) and eventually was transferred to the delivery service. They said they tried to call me 6 times (this is not true based on my phone records) then did nothing. They said it would be another 2-3 weeks to deliver. I cancelled my order with the deliver company. I then contacted pottery barn to cancel my order and after many transfers it was cancelled. I was told I would be refunded. It has been 2 weeks and I have not been refunded yet.

Placed an order for Cameron 3-Shelf Bookcase, Sun Valley Espresso Item # 8446023 on 4/24/14, still have not received shipment. Shipment was arranged to occur around June 15th. When called, found out Pottery Barn did not send the product and said that they will send now so I should receive by June 27th. June 27th came around and still no shipment. When I called back, they said that they have not shipped but they will and delivery is scheduled for July 2nd. It's 69 days since the order with my credit card charged and paid off and I still do not have the shipment. There has been no communication from Pottery Barn relating to any delays. When I called back they said that I should receive the shipment July 10th - it has been pushed back further. This was the first time they mentioned that they themselves do not have this bookcase yet, they are providing me with another delivery date!

Over the past 5 days I have been placed on hold and my call has been shifted to other departments approximately 20 times while looking for a piece of furniture that should have been shipped two weeks ago. No one seemed to know what happened to it and there was little communication between the departments. Today I was told from the shipping company that I would just have to wait until after the holidays because they would be closed on Friday (it's Wednesday). Pottery Barn and their shipper's attitudes have guaranteed that I will not order from Pottery Barn again.

I purchased a gorgeous Dayton Media cabinet from Pottery Barn. Paid for 'white glove' in home delivery & assembly service. Took them at least 4 hours to install. It looked great at first, however when one of the sliding doors started to stick we investigated to find the gliding rail had been so badly damaged and they had squirted a bunch of wood glue in to patch it up and pretend like it had never happened. This piece sits in room that is not used daily so the doors had very infrequent usage. Since it had been well past the 30 days of return or damage policy. We proceeded to remove the doors to see what was making it stick. Because it was inside under the base of the unit we had to disassemble almost completely to find what the problem was.

Ordered furniture back in the beginning of April. Was supposed have furniture delivered within 8 to 10 weeks due to special ordered items. It is now 2 months and I have no furniture due to the warehouse transition that PB was going through between MXD and William Sonoma. I had to call and get my delivery scheduled, and they confirmed that 15 pieces of my 16 pieces would be delivered. I took the day off of work to collect my items to be delivered and to my disappointment the one item holding up the 15 pieces that were sitting at the MXD warehouse for 3 weeks was the only thing that was delivered. I called the WS warehouse to get resolution and no one has called to follow up when they said they would.

After insisting on speaking with a supervisor and filing a BBB complaint, which they received, a new cushion was ordered by PB from their manufacturer.

My issue was resolved today by Retail Escalated Issues. I told my story again, and Tina in corp. patiently listened and went into action. Tina resolved the problem within 2 hours. I have regained my faith in Pottery Barn.

Online shoppers BEWARE! Buying furniture, I splurged and purchased the mini sink console with drawers for a remodeled bathroom. Loved the look, and could not wait for the moment it could be installed. Total purchase for this item - including legs, marble counter, sink and handles and of course shipping came to just under $2000.00, seemed ridiculous but I was thinking it was just too "sweet" not to pass up. Well, time comes to install, and all the plumbing that goes behind the sink does not allow for the drawers. Plumber refuses to cut into the drawers - recommends hiring an experienced carpenter as this will require skill to get it right, not to mention losing precious storage space for a small bathroom.

I got an email offering a 20% discount on everything I purchased. I bought some towels and when I went to wash one of them before using it I noticed it was full of pulls. I returned the towel and got a song and dance about how the salesperson was going to give me the 20% off on the new towel for the one I returned. I had another coupon - sent from Pottery Barn as a great surprise for me - and when I inquired about using it to purchase more towels, got another song and dance, the salesperson left to check with her manager and never came back. I finally left. All in all, I guess they don't need the money because it would have been over a hundred dollars and the service stinks. I felt like she was doing me a big favor.

What didn't happen. Order fulfillment messed up. When I called they said they could not help me unless I had my order I would have to call back. I told the rep she could use my last name and address (imagine - she found my order). I ordered two sets of Belgian linens - and one pillow set was ivory and the rest of my items were white. I asked her if everything I ordered had been white and she said yes.

I loved the pillow shams but I never thought that the ties could be a problem. My 4 year old was playing with his pillow and put his head between the pillow and the ties on the sham. He struggled and could not get it off, it was choking him. Thank God his older brothers saw his struggle and told us right away. We got him free but it could have been tragic if he was alone. I have cut all the ties off the shams. Pottery Barn should never design children's pillow shams with ties on them because they pose a choking hazard. PLEASE change the design of your pillows before a death occurs!