Pottery Barn Reviews

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

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

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

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

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

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

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

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

I'm done with my rant and with PB.

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

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

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

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

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

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

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

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

On July 17, I spoke to a sales associate in Vancouver, BC who assured me someone would call back. Again no one returned my call. I called a store associate again on July 23 at 10:30 am. She assured me, her supervisor would call me back. On July 23, I called customer service at 1-800 # 2:30 pm. I was told they were waiting for information from the manufacturer, I was told these 4 weeks ago. Surely, they would not work with some offshore company who doesn't respond within a 4-week period. Pottery Barn does not return phone calls, their service is arrogant. They claim they want to keep up the tradition of excellent customer service? They have no service. This is the worst retail transaction I have ever encountered. Consequences: no damage but my blood pressure certainly is elevated.

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

I tried explaining to them that a cheap generic backpack would have held up longer than theirs. Customer service was not at all cooperative and was unwilling to stand behind their product... basically offered me a $10 gift card to compensate me... Why? So I could make another purchase from them? Ridiculous! The supervisor I spoke to was rude, cold, and couldn't care less that I had purchased a defective product. I will never again make any purchase from Pottery Barn Kids or their affiliates as I feel like I have been cheated as a loyal customer for the past 10 years. The only satisfaction I get from this is that Pottery Barn Kids has lost me as a customer and all potential profits they would have made from my future purchases... which would have been much more than the $50 backpack they refused to replace.

I called PBK customer service immediately and was told to return the slip cover and I would get a replacement by 8/21/08. I asked if they could expedite the order since I have waited for the glider for so long and I was going to deliver soon. The answer was no because the slip cover is made by a third party vendor. She said she would monitor the order and make sure I get it by 8/21. The day came and went, no UPS package. I called PBK customer service on 8/22 to follow up. I got a sleepy sounding woman Carolee who could only tell me that the vendor hasn't shipped out the item yet. Of course I know the vendor hasn't shipped the item, that's why I haven't received it. They can't provide any more info as to when I will receive a slip cover. I requested for her to call me back to give me the expected date of delivery. She said she would and obviously, I got no call back from PBK.

I called again on 8/25 to follow up and all they can tell me is they haven't heard back from the vendor. The customer service was so bad that he didn't seem to care if I will ever get the item. He didn't make any effort to resolve the matter. All he said was he saw I called on 8/22 and the order has been placed. I asked if I could return the glider since I can't use it without a slip cover and I don't know if I will ever receive it. He said sure and he would transfer me to another department. All he did was put me on hold for 20 minutes until I hung up, knowing it was just plain bad customer service trying to give me a hard time.

I called the PBK store where I bought the furniture and the manager, Mary, was very helpful and understanding. She checked with 'unfortunately' customer service and was given the same answer. At least she called me back to let me know the status, which is really not very helpful because all she could tell me is the slip cover should be delivered to me by the vendor in 2 weeks' time.

At this point, I have no confidence in getting the slip cover at all, and am very concerned if it will fit the second time. I cannot believe that for the amount that PBK charges on its furniture and products, the customer service can be that bad. It has been a really frustrating experience for me shopping with PBK. I would certainly look for alternative stores in the future for my child's furniture.

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

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

I went to the store and asked to return the rug. I gave them all the info and they told me to drop off the rug at 3 p.m. at the Pottery Barn merchandise pick-up location at the mall. So I drop to the location and some man came up to my car and asked if I had a rug to drop off (since the sales associate informed the stock room I would be dropping off a rug). Since it's usually a pick-up location they don't give you receipts for drop off.

I guess I was suppose to drive to the store again, park my car, walk inside the mall once again, and speak with the sales associate to verify the drop off. I did not since I asked the sales associate (Kamala) prior to dropping off the rug if it was necessary to go back inside since I was 9 months pregnant and it would be a huge hassle. She told me she would take care of it and I did not need to go back inside.

Well, I waited 2 billing periods waiting for the credit to appear on my credit card and it did not. So I drove back to the store and asked about my credit. The sales associated Kamala remembered me and said she was told I never showed up to drop off the rug (which is a lie). I said that's impossible since I did and someone actually came up to my car asking for the rug. She called the stock room and of course they claim they do not have the rug. I had them search the Serial # and they say they don't have it. She was suppose to look into the matter and get back to me and of course I never heard back.

So I filed a grievance with the Better Business Bureau against Pottery Barn Kids and that was ignored. I contacted the mall security to see if I could get a copy of the surveillance tape that shows me dropping off the rug but was told that they recently changed their system and all tapes have been achieved and it would be hard to retrieve. They would only be able to retrieve it under a court order. I am very angry about this situation since I feel the store employees took advantage of a pregnant women and stole the rug. It was a $300 rug.

I am also upset with the headquarters for not even responding to my better business bureau complaint. I am also upset since I went through all this trouble to return the rug because of bad practices used by Pottery Barn Kids (using pesticides). I am shocked they are able to continue to spray pesticides on these rugs since the health ramifications on those who purchase the rugs can not be great. The rug smelled so bad. It was awful.

I have lost the $300, the cost of the rug. I have spent countless hours trying to pursue this matter trying to recover my lost money.

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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