Pottery Barn Reviews

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!

Ordered bed at store, waited over 11 weeks and when I called to ask for a price match since now product was 20%off, was told not their policy, so I decided to cancel bed that had not even been sent to a warehouse in full. No delivery day was established. Was told I'd still be charged $119.90 as "shipping" fees. I was angry but ok with that. Then after I inquire week later where return credit was, I was told they were keeping $260.90 which now has the 150.00 "delivery charge" added. Product was never delivered. Most important is the blatant discrepancies with amounts and when I ask all I get is, "I'm sorry".

I had bought a really nice faux fur throw and another faux throw for my ottoman. When I had cleaned them - one washed and the other dry-cleaned - they both turned out looking they had burnt ends. Apparently they are not able to be cleaned.

I ordered 5 pieces from Pottery Barn for a total of $298.40. I returned 2 shams for a credit of $87.40. I used a $50 gift card and a credit card for payment. When I returned the items, they returned my gift card and gave me partial credit of $37.40. I wanted them to use my gift card toward the payment. When I called customer service they said they couldn't because it was money laundering. How so?? I got no money back in hand and still have to pay my credit card. Before I was told this I had already reordered the correct items for $186. Never heard of something so absurd.

I ordered several day bed covers and body pillows from PB teen for my children's rooms. My initial email reply stated there would be a delay of up to 2 weeks. Now, on May 19 (7 1/2 weeks later), I received another email stating that my items would be further delayed. I called the number provided, and the representative could not tell me a specific delivery date. It apparently depends on how may back orders there are, and who is first in line. Overpriced, underwhelming. These guys are putting small businesses OUT of business, and they get away with it, because we keep coming back for more nonsense. I'm NOT DOING THIS ANY LONGER. They are horrendous, and their customer service model is baffling, BOYCOTT!!!

Ordered 1 item on wedding registry. Account was charged 3 times. Called customer service. They laughed. States, "1 is a authorization hold and that will come off within 5 business day," plus the charge. And the 3rd -- states, "Can't do anything about it till it goes through." States they are no managers to talk to about this. "If mad, call corporate office," and hung up. Manager ** was lost, didn't understand, states, "Call corporate." He doesn't handle this issues. Took 3 week for this to be handled but only received 1 gift.

We ordered a sectional sofa on January 19th. The sofa finally delivered on April 25th -- more than 3 months later -- and had defects. Two of the cushions were 2 inches too small for the piece, leaving a significant gap between cushions. There is also an exposed seam across the seat of the chaise and loose strings hanging off of another cushion. Called customer service, and they tell me it will take another few months to get us corrected cushions, IF of course this is all approved for replacement by a supervisor -- which will take 2 weeks. Ridiculous.

I purchased Kendall Twin-Over-Full Bunk Bed in April and scheduled the delivery for July. I called them few weeks later to know if I have an option to cancel the order if this is getting more delayed. Before even I confirmed she cancelled the order. I spoke with the rudest, nastiest, poorest customer service rep I've encountered. I have been waiting for this so long, I had to try hard to place the order again but not successful. The most unorganized, inconvenient, time-wasting shopping experience I've encountered.

I purchased a massive dining table, with two leaves, 6 chairs and a matching buffet. Ever since I purchased them they start to smell sour when the humidity rises (I live in Chicago). I've called the Oakbrook store and spoke with **. He didn't seem surprised by my complaint and said he would talk to the buyer and get back to me. I followed up 4 days after my first call and he said he hasn't heard back from the buyers. Still waiting for some answers. I paid over $3,000 for all of this and I want to throw it away!

I bought a pottery barn second hand from a neighbor and as soon as I put it in my baby's room, the whole area smelled like a strong chemical. I researched and learned that this was a very common problem from rugs made a few years ago. I called into customer service twice and was told to immediately get it out of my baby's room, but at the same time was told that they could do nothing about it since I didn't have proof of purchase. I let the neighbor know but I doubt she has the receipt still. So, there's a $250 rug that omits a dangerous smell that I have to pay to haul off to a dump.

I purchased nursery furniture in January and scheduled the delivery for March. When the delivery date in March arrived Pottery Barn called me on the same day to say that the furniture was in LA (I am in NYC) and that it would be another 4 weeks to delivery. Not happy at this point in time as this is very close to my due date and I didn't really want to be worrying about setting up a nursery so close to my due date. It is now 4 weeks later and the rescheduled delivery date has come and gone and I still don't have my nursery furniture. Their explanation is that they cannot locate the furniture and need 3 days to find it. They have offered no solution or compensation and are dealing with the issue with no sense of urgency - just an email that says "sorry we will call you shortly."

I purchased a bed, night stand, and dresser for my son (over $3,000). I had to return the dresser 3 times because it was incomplete. The furniture looks as if it was used and the knobs come off all the time. I regret my purchase and do not recommend their furniture. Throw away those glossy magazines enticing consumers to buy pretty pictures because their product is a total disappointment.

I ordered a PB storage platform bed on 1/2/15 thru the PB store. It arrived, after significant shipping delays, on 2/28/15 damaged and with manufacturer defects. Replacement bed was ordered that same day. Due to backorder status of the bed, I was told it's going to be a month, then 2 months, then uncertain about when to expect the replacement bed. I've been on the phone with PB customer service relentlessly for weeks trying to expedite the replacement only to experience indifference, unresponsiveness and ingenuity, not to mention lack of professionalism in rectifying the issue. I've been passed over to 6 individuals to-date with no closer resolution of the matter. I've asked multiple times, unsuccessfully, to speak to or to be provided with contact information of the Supervisor of Consumer Relations. Instead, I am patched to another CS rep who appears unmotivated to help to rectify the issue.

I purchased the BUCHANAN SQUARE ARM UPHOLSTERED TWIN SLEEPER SOFA back in 2014. The sitting part was fine, but we finally used the sleeper function and learned that the frame is slanted from the top. Imagine you are stuck on an airplane and tried to recline your seat all the way, but you can't. I called customer service: it took them about a month to finally arrange for a technician from an independent furniture repair and delivery company to assess the sofa. The technician clearly explained to me that there was something wrong with the manufacture parts and the sleeper part is assembled at too high of a level to the sofa frame.

I ordered a very expensive custom bed and was told 8 to 10 weeks delivery. 4 months later I was JUST told they will deliver at the end of the month. I called customer service, no one would do anything, and was told manager would call back and never did. I would think for this much $$$ they would at least call back.

On December 1st, 7pm PST, I ordered $2500 worth of gift cards from Pottery Barn using my PB Credit Card. There was a promotion going on that indicated that you would receive 20% of your purchase cost back in rewards points on your credit card if you ordered/purchased by Midnight on 12/1. I even called customer service and asked if this promotion would count for gift card purchasing online. They said YES and told me I had until MIDNIGHT to order. So, at 7pm PST (10PM EST), I ordered my cards.

Pottery Barn charged us $320 to have a crib, small bookcase, and small dresser delivered. 3 business days later I received an email with an offer NO SURCHARGE ON FURNITURE. I have been on the phone with 3 different customer service employees who can't do anything unless we return the furniture and repurchase it!!! This makes me HATE this store I have spent easily over $3000 and I am so frustrated. No Supervisor has called me back yet. I shop in the finest stores and have NEVER not been credited for something that goes on sale after you purchase it.

Ordered 2 leather chairs from Pottery Barn instead of the ones we liked better at Crate and Barrel because they were supposed to be available in 6 weeks instead of 3 months. Ordered them Jan. 30. Got an email several days later saying they would be available for delivery April 23-May 7. Can they not count? Now when I check on my order the expected delivery is June 11-25! How does 6 weeks turn in to 19-20 weeks? Do they have no control over their product? I will not order from them again. It would have been better to order from Crate and Barrel and get the product we really wanted as long as we had to wait.

Horrible experience with Pottery Barn Kids!!! When you receive a coupon discount for Pottery Barn it cannot be used on Baby, Teens etc. - only Pottery Barn EVEN THOUGH THE COUPON SAYS KIDS, TEENS ETC. ACROSS THE TOP OF THEIR EMAIL BLASTS. It's a real bait & switch operation. Moreover, when you call Customer Service and ask to speak to a Manager, the response is "a Manager won't speak to you without an Order number." I replied "I have a Case ID number given to me by a Customer Service Rep who opened up a case on my behalf." Pottery Barn Customer Service Response: "We don't know what a Case ID is. You can't speak to a Manager without an Order #." You get the 'runaround.' Their sale promotions are bogus - used to lure you in but you can never use the coupons - read the fine print!

I am a Pottery Barn/William Sanoma fan. I love the products they sell but will admit that the prices are a little on the high side so I typically wait for things to go on sale before I will buy them. I received an email from Pottery Barn that read "Save on ALL Mirrors & Art" with no side note to any exclusion and in fact the word ALL was in capital letters. I wanted to order a second Kensington oval bathroom mirror but for some reason, while the entire line was on sale the oval mirror was omitted. I called the online number and requested that they honor their advertisement and I was refused. I requested to talk to a supervisor (**) and she also refused and said she was sorry for the misunderstanding.

I ordered a Stacked Crystal Floor lamp. Picture showed with lampshade. The box came with packing slip showing Stacked Crystal Floor base. There was no hardware, no lampshade, just the base. I went back online and re-read the description. No indication at all that it was only the floor base. I called customer service and after researching, told me that it was listed online incorrectly, and that it is the floor base only. All he could do was credit me back the freight. I did not want to return the lamp, so I decided I would figure out something. I don't know much about lamp hardware. I found a lamp harp and took it home but had no idea how it was to be connected or to what it was supposed to be connected. I have never purchased a lamp that did not have the hardware installed in order to put the shade on.

My mother placed an order on January 19, 2015 for an oversized anywhere chair with slipcover. We received the item over two months later (today) on March 25, 2015. When I assembled the chair and upon further inspection, I noticed that the right piping on the armrest has a ripped seam with the thread coming out. Today, March 25, 2015, I contacted customer service representative ** about what can be done to resolve this. My daughter wants the same exact slipcover but I was informed that the slipcover has a JUNE 10, 2015 estimated shipping time. I do not think we deserve to wait almost half a year (nearly 5 months) to have our order fulfilled. Also, what would we do with the foam chair pieces without a cover? They are not usable without a slipcover.

I ordered a pair of candle sconces from Pottery Barn. When I opened the boxes (which took about a half hour given the amount of packaging materials), I found that one of the sconces did not have the hardware that the instructions stated must be used to mount the sconces correctly. I called Pottery Barn and spoke with ** who told me that the only solution would be to send me a new set of the sconces. I would then have to take what parts I needed from them, repackage them and send them back via UPS.

I spoke to a customer service representative yesterday regarding the delivery of the replacement bunk bed. Pottery Barn has delivered a defective bunk bed to my home twice and now I have a partial bunk bed installed in my home due to the negligence. As a result, PB is unwilling to accommodate an AM delivery time slot because I have missed work on 4 occasions to accommodate a delivery from PB. The first delivery time was canceled due to in climate weather, the second delivery item was return because of a defect, the third item was partially returned because of the same defect and now I am still trying to receive a Hampton bunk bed that was ordered on March 2, 2015.

I received some Pottery Barn gift cards as a gift for my wedding a few years back and even though I was assured that there is no expiration date, the cards are now invalid. When I call their customer service, I am sent to various different departments which all can see the cards in their systems but cannot activate them or see the amount which was on the cards. Then they said they would research the issue and call me back but never did. After multiple follow-ups, I get the same response every time. This has been going on for months. This is an issue with their systems but seems Pottery Barn will not stand behind their gift cards. They are happy to take your money, but it's a gamble whether they will follow through on the deal.

My wife and I went into Pottery Barn as we always do whenever we are near one. She loves candle so of course that was one of the tables and spots that she stops at to smell them. She had decided that she loved this one candle and wanted to purchase it. $40 spent on it, we are in route home with her new candle amongst other items. She loves the candle but only to find out that once you burn it for about 3 hrs and the candle wax is low near the wick, the wick burns down and disintegrates. The candle states on the bottom "BURN TIME 13hrs" leaving you with 3/4 or more of a candle with no wick. There is no name on the candle but it is in a nice hammered patina tin with a tassel on the top, the only sticker on the bottom is a safety sticker and one with the #s 13282.

I ordered, received and returned a bedroom duvet cover and shams for my guest room (did not like color) back to them via their return instructions on-line and their printed UPS label. The items were in perfect condition and original packaging when returned. The UPS tracking number showed it was received back to them on February 18th, 2015. I called customer service on March 6th when the credit did not show up on my card. Waited 10 minutes for help. Customer service person was very nice and found the order in system. She issued the credit but would not say why credit was not issued sooner. Had a hard time finding the return in their system. Glad I called, apparently the credit was not flagged to be paid. ($189.21 not a small amount) I now have to wait 4-5 business days for my refund. Why not issue it today? They know they have the stuff back. Will never order anything from them again.

I would like to thank ** at the Old Orchard Store for reaching out to me and fixing the problem. ** was super professional, extremely apologetic for the bad experience I had and helped to solve the problem. She honored the original deal and handled the situation extremely well. I appreciated her prompt response and her desire to make things right. Pottery Barn you earned your loyal customer back - truly appreciate it!

I love Pottery Barn! I order from them often, and shop in the store on a regular basis. However, lately I have been extremely disappointed! I have ordered two different items and they have been on back order. And when I say back order, I mean I am basically never getting the items! After being told one of the items was on back order 3 different times - meaning given 3 different dates - I had to cancel the item. Each time I would call about the item, I was assured it was coming in on the next date. Then when that date would come and go, I would call back and would get pushed out to another date and so on!! So frustrating!! I am going through it again with another item now!!

On January 25th, 2015 I placed an order (**) for a "Faux Fur Oversized Throw" (Item # 1695097), listed at $199. As a first time customer welcome, I was given 10% off. I paid for it using a store merchandise credit card, that had been issued to me for the return of an unwanted Christmas gift. The new merchandise amount came to $179.10 plus tax. The item was on back-order with an estimated delivery of 2/18/15.

The bookcase was fine, relatively easy to put together, all the parts included. Instructions clear. My concern is the amount of styrofoam packings included. Why can't a company like Pottery Barn create more sustainable packing material. More cardboard less styrofoam. The amount of stuff we had to throw out was ridiculous. Frankly I wouldn't order another product from them for that reason alone. It filled up a large rolling municipal trash can with just the material that couldn't be recycled.

I purchased a sofa from pottery barn. When it arrived the sofa back popped when you leaned back on it. I contacted pottery barn, they sent someone to repair it. They ask that I keep the sofa and would be given $400 credit for my inconvenience. Six months later back still popping, front of cushions breaking down and fabric peeling. I contacted them and ask for advice as to how I could remedy these issues. I was told that by accepting the $400 I was accepting as is and they would not look at the sofa. It was not my understanding that I would no longer have warranty on the sofa. I thought it a generous offer for all the inconvenience. I shop at pottery barn on a regular basis and had no idea they wouldn't stand behind their products. Very disappointing. Just wanted others to know, don't accept credits for being inconvenienced. It voids your warranty.

I purchased some dishware at this location some time ago. I've used most of the set on a regular basis with the exception on the coffee cups. Everything has held up great with the exception of those same cups. The were packed and stored in the pantry. When I pulled them out to use, the enamel was peeling off the cups. I contacted Pottery Barn to see if they were willing to address the matter since this was clearly a defective product and could be a hazard. Rather than even apologize I was just told it was wear and tear and it would be beyond what they were willing to do for a customer. It's really a shame, beware because their dedication to customer service really only goes so far and I guess they're so profitable that there is no need to even apologize to a long time customer.

I have ordered many times online from PB. My first experience I ordered a rug & bedding items. They sent me 2 rugs! UPS driver who knows me, told me to just reject delivery of one rug so I did. Got my PB credit card statement charged for 2 rugs. Have called several times for this correction other items that were returned have not been credited to me. Rug incident happened during holiday season was told their warehouse was backed up. It's mid-February, refunds still missing, I'm sick & don't have energy to sit on hold then trying to explain and get nowhere. Horrible credit card issues!!

Received an email with the subject, "Starts Now! FREE shipping Plus, hours left at the Friends & Family Event!" When I placed my order it only allowed me to use one promo code. However, the subject of the email clearly indicates by using the word "Plus" I can use both the 20% off and receive the free shipping. Waited over 30 minutes to speak with a customer service representative and once I did I was even more disappointed. First representative had a terrible attitude and just kept reading the script in front of him. Got frustrated enough and asked for a Supervisor.

We have had furniture delivered from Pottery Barn Kids twice in the past with no issues. This time has been very different. On December 9th, we placed an order for the Catalina bunk bed. When a week went by with no call from the delivery service, I contacted the store. They said I should hear by the 22nd and gave me a number to call if I hadn't. The holidays came and went, along with a surprise hospitalization for me, so I waited.

I just received a Pottery Barn Organic Cotton 400 thread count sheet set which I ordered online on January 28, 2014. This set was listed retail at $250. I used an online discount of 20% off of the sale price. They were supposedly back ordered at the time I purchased them online. When they arrived today, I was utterly shocked at their poor quality and they do not look like nor feel like 100% cotton. They are so thin you can literally see your hand through them. I have bought sheets for half the price at Target which were better quality. One of the pillowcases has a hole in it and the end stitching on the flat sheet is coming undone. I unfortunately had them monogrammed so I can't return them.

It is easy enough to choose a leather sofa and chair from a catalog, but it would have been really good if Pottery Barn had an example of the leather sofa in their showroom. I took a gamble. Delivery this past Monday was rescheduled to Wednesday due to a snowstorm. Wednesday's delivery was rescheduled to today (Saturday) because the Patriots' parade was in Boston. Not once--three separate times--did I receive a call the day before, as promised, with a window of time they'd be delivering.

I buy most if not all of my home decor from Pottery Barn. I absolutely love their stuff and could not be any happier with their stuff. It is well made and holds up to my family. I only buy the home decor and bedding. I do buy my furniture elsewhere. Their stuff is simple and classic. When it comes to my home, I do buy top of the line stuff. The pictures they have for their stuff online does no justice for their items. They appear smaller but are bigger than what they appear.

PB will not honor price adjustments on items that go on sale. We recently asked about a desk going on sale. They said they did not know if it would. We paid full price. Four days later it went on sale. We requested a price adjustment, and they would not honor the sale price. We have been customers for many years but not more!!! When we called customer service they would not talk to us directly and instead made us leave a message. We never heard back from them! Check out Arhuas, Crate and Barrel, and Room and Board for fairer, more friendly, customer-oriented corporations!!! PLEASE REMOVE OUR NAME FROM YOUR CATALOGUE AND EMAIL MAILING LISTS IMMEDIATELY!

This has been the most exhausting transaction I've encountered in a while. On Feb. 1, I ordered a desk from Pottery Barn. Two days later, I get an email from Pottery Barn stating that all of their home office furniture is now on sale. The desk was originally $1499 and is now on sale for $1199. So I called customer service and they informed me that they no longer do price adjustments. Fine, just cancel the order and I'll reorder it. The rep stated that she'd cancelled the order and I should receive an email cancellation verification. Never received the email, so later that evening I called again and verified that the order was cancelled. The next rep stated that there has been a request to cancel the order and the order should be cancelled 24 hours from the request. Cool.

They just try take money from the customers. They don't care anything about money. I won't never ever buy there again.

I had to get a birthday present out to my Great-granddaughter and saw the offer on PB for Kids that if you signed up for an account you would receive a 10% off purchase price. My order was over $100. I signed up and waited a while and went back in to order. No where did the code show up. I wanted it to arrive in time for her birthday so I placed the order. Conveniently after the order was placed a day later the code was sent by email. When I called the company to ask if I could take my discount on that first purchase, they said no. I asked why the discount was not readily available at the time of purchase and they had no explanation. BEWARE of the DISCOUNT SCAM on PB for KIDS!!!

I've ordered 2 items for Pottery Barn kids, and both were nightmares. Ordered a chair in July for my son's 1st birthday which was in September. They sent me it in a few weeks without the monogram, they quickly picked it up to return a couple days later. I'm going to make this the short version, after calling several times over the next few months, and having them tell me "they don't have the fabric to make the chair anymore, or oh it will be there in 2 weeks"... blah blah blah. I didn't receive his chair until OCTOBER!!!! I mean really?! What happened to the chair I sent back, all they had to do was put his name on it, like it was ordered.

We bought a bathroom mirror online from Pottery Barn. The first arrived broken. Pottery Barn to their credit sent a second mirror that was also broken. We sought and received a refund. We went to a competitor whose mirror was successfully shipped on the first attempt. Pottery Barn's packaging was quite visibly inferior and obviously deficient. Our bathroom project was underway and we didn't have time to "get lucky" and actually receive an undamaged mirror from Pottery Barn.

Pottery Barn Couch Delivery worse than dealing with Comcast. The scheduled delivery time kept changing. There was no one from the Pottery Barn delivery company 1-877-298-3583 who could give an answer. Despite trying to speak to a supervisor, we only got long holds and then hang-ups. There is no way we will ever order from Pottery Barn again.

I had 2 deliveries set up. One delivery on 23rd from Pottery Barn kids, one on 24th from Pottery Barn. First delivery was for my daughter's playroom. My son was home to let delivery men in without letting me know they decided to deliver my bed on same day. Unfortunately since I was not aware of the change and email clearly stated it was scheduled for 24th, I did not clear out my bedroom of valuables. When returning home I found a new bed and stolen money. Since my son did not stay in the room with the delivery men it became a he said she said scenario. A month later, still trying to get a hold of someone to make this situation right but all I have heard is the delivery company is contracted out and it is not Pottery Barn's problem.

I ordered a bed for my son and after making the payment find out the bed won't be delivered for a month. So I order another bed more expensive to receive the bed sooner. The bed and mattress were going to be shipped at all different times and I had paid for the extra money to have it all put together so had to call to arrange it to come together then everyday got an email to call the furniture department when customer service said they would stop emailing me and never did.

I have been a loyal PB customer for many years and have NEVER had any issues with their customer service. In fact, in general, I have always been treated pleasantly. That treatment, along with their great products is what has kept me coming back. However, tonight I had the misfortune of speaking with a customer service rep whose name is Felicia (or Felicity) and she was extremely rude and unprofessional. She would not listen to my complaint over what I considered a misleading Preview of a personalized sign online. She insinuated that I was not "computer savvy" even though I am a software engineer and escalated her voice to the point where she was talking over me.

I ordered the "Blythe tufted canopy bed" through the store. Was told it would ship in late January. I logged in online to see if there was an updated delivery date, and it said "late May". I called the store who apologized and promised to see what kind of a discount they could get me. When I hadn't heard anything from them after a week, I logged back in, only to find out my bed was now estimated for delivery in JULY (a six month delay). If I had not logged in online, I would have had no idea there was a delay because I have heard NOTHING from the store.

Our Pottery Barn Manhattan Leather Sofa has had a whopping life expectancy of about one year. After that time, the 'foundation' under the center cushion started to sag. While we did wait a while to get back in touch after alerting Pottery Barn the first time, they will now not help at all with the sofa. And the sofa is basically garbage without a repair. Researched this purchase for months before buying and Pottery Barn is basically selling a piece of junk. We are two averaged size adults with no children and we don't even use the house on the weekends. Under careful observation, the support under that cushion is not even a rigid piece of wood or similar, but rather thick felting, as used under carpet. Utter garbage. Again, while we should have been in touch sooner, Pottery Barn is selling junk. We're bummed and they lost a customer.

I ordered a bed in October 2014 for $1499.00. It was back ordered until December, then pushed back to January. I received an email and the bed was on sale for $1261. I called to have the adjustment. Waited on hold 30 minutes, hung up and called back, waited on hold 45 minutes. Finally spoke to someone who said corporate policy changed in November and they no longer give price adjustments. I said I don't have the bed yet, just cancel and I will reorder. He said it has been shipped and you will have to pay all shipping charges to cancel! Almost $300! So I am done ordering from PB. Obviously they don't care about their customer.

We purchased a dining room table from Pottery Barn. We went to the store in Reno, NV and was assisted in placing the order online by one of the Sales Reps. We wanted by Christmas but were told that it would be delivered on 12/26 but they would try to have it to us by 12/23. We received a call from a representative from the shipping company that Pottery Barn contracts with saying that the table had arrived in Oakland, CA., a 5-hour drive from us. We were told then that they had us on the schedule to deliver on January 14th.

To begin with, the crew tracked clay all over my brand new carpet. They scraped my wooden banister prior to taking it off and stripping the screws. There are indentions all up my walls, and to top it off, a hole in my ceiling. I immediately placed a call to customer service to let them know about the damage and that their information provided was incorrect.

My wife and I ordered a bed frame from Pottery Barn. We were told that the bed frame would take 8-10 weeks to be delivered from the purchase date. After the ten weeks had elapsed, the Pottery Barn delivery team called us to schedule a delivery. My wife and I took off work to help the delivery folks set up the bed frame in our home. We received a call on our first scheduled delivery date that our bed frame was not placed on the delivery truck, and that the Pottery Barn team would need to schedule another delivery date. My wife and I again took off work on the next scheduled delivery date.

We ordered a couch on Nov. 2, 2014 with high hopes that the promise of a delivery by Dec. 23rd would come true. Little did we know that we would never see that couch! We paid 1200 dollars for it, which was very overpriced, but we couldn't find another couch for cheaper that could be delivered quicker. So we went ahead and ordered it because they promised us delivery before the holidays. It was even in an email that we were given. Then on Dec. 14th we called their customer service number to check on the status (which is absolutely horrible) and were told that it had been shipped and soon we would be getting a call to set up delivery.

After waiting for a month I called to track my order and was told that the order did not go in. She said she could not find it even with my confirmation number. Not only did I not receive my order, I lost my 25.00 coupon. Would you not be angry too?

On Jan 6, 2014, I looked at the Pottery Barn catalog I had received in the mail and saw that on p. 84-85 they were offering the Logan Large Media Suite for $799. When I called to order it through the catalog, I was told that they would not be honoring that price as it was a typo. Then, I called customer service to file a complaint, and the woman on the phone was very abrupt and said that it states in their catalog that they are not required to honor their prices, but she was unable to tell me exactly where that was. I then asked if there was some other promotion that she could give me, and she said she was unable to do anything for me. I think that companies should honor misprinted prices and correct their mistakes. However, Pottery Barn was unable to do anything for me. They were terribly rude on the phone, and have lost a customer.

I ordered a blanket throw from Pottery Barn and the smell is so foul that my whole house smells now. We have put the blanket outside but that hasn't helped. The blanket is from India as is the rug that I also ordered with it which is a different color than the one shown online. It also is not quite the size advertised and obviously is also poorly made. I noticed that the outside carton had a British Airways sticker on it as it went from India to England to Delaware to CT. I guess that is the reason for the high prices. It certainly is not the quality. The Pottery Barn is not what it used to be at all. I am going to be returning the rug and the throw if I can get it to UPS to send back. Not sure I want it in my car. This is the final bad experience at Pottery Barn for me.

I have shopped here for years but did not have any issues until recently when I had to call Customer Service and what a nightmare! My first issue is that they refuse to exchange without a receipt or order number... I received a Duvet cover as a gift that they refuse to exchange for the right size... but whatever that's their policy.

I have had a Pottery Barn Basic Sofa for many years and have bought replacement slipcovers over the years online. They have changed the size of the sofa so the slip covers no longer fit. I called to see if they could be ordered. I was told by a "customer service" (hah!) agent that they were aware of the problem and a supervisor would call me back. Two days later, still no call. I called again, twice. The first time I was put on hold. I hung up after 30 minutes of music and tried again asking for a supervisor. Again hold. Hung up after 10 minutes. Amazing, I am trying to buy something here! I am done with Pottery Barn.

I normally do not write reviews, but since this is about the 3rd or fourth time I have ordered something and the same thing happens, I think I should write a review. And I am no longer going to be using Pottery Barn. Last time, I purchase a large order of approximately $700. First item I returned, and had to call to get a 250-dollar return. A few days later, I decided that the other bedding in my order wasn't really my style, and I called and was issued a UPS label by Pottery Barn. 3 weeks later, NO REFUND. Again, I had to call, and stay online while they finally figured it out... I'm done with Pottery Barn. I don't have time to chase my order refunds!

I was on hold for 21 minutes and then cut off. This happened twice. They answered quickly, but then handed me off so I ended up on hold. Then I heard 3 beeps and was cut off. I received a piece of furniture with a huge gash, and if you turn it over you can see that it was hit with such force the piece is split. There was no damage to the shipping box, so this happened before it was put in the container. This item cost over $1000 and I will not let this go.

I shopped a lot with PB and received a $550.00 rewards certificate for my efforts. I saved the reward for my daughter's Christmas gifts. I purchased about half of her Christmas and was saving the other half of the reward for later. In fine print on the back of the reward it says you must use it all at one time. Who reads the fine print on the back of the reward? What other company in America does rewards certificates like this? Why don't they flag you and tell you that you are going to lose the rest of your reward if you don't use it when you are placing your order?

I ordered multiple items on December 14th with the promise by several representatives that my order would arrive by Dec. 24th. They failed to deliver and now all of my items ordered are of stock. I will never do business with PB or PBTeen again.

Placed an order on 12/13/14 for a Christmas Gift. The gift never arrived. When I went on to PB website to track my order (on Christmas Day) I found it was backordered and it stated they would deliver on 4/10/15. I never received an email stating this item was out of stock so I could make a decision whether to cancel. I will never, and I repeat never, do business with PB again as their customer service is horrible!

I ordered my son a comforter on 12/18. I wanted to guarantee that it would be here by Christmas so I paid the $36 for overnight shipping which said the estimated delivery date was 12/19. The order confirmation email said the estimated delivery date was 12/19. I am well aware of the time of year, so I thought to myself, "it will be here by 12/22 or 12/23 at the latest."

On December 7, 2014, I ordered a blue personalized suitcase for my toddler grandson's Christmas gift. I received appropriate confirmations and the like. When the suitcase did not ship in the promised amount of time, I called Customer Service on December 16, 2014 to have them change the shipping address so that it would go directly to my grandson's home in California. The agent in Customer Service was very thorough and helpful, giving me confidence that she had effectively changed the shipping address. On December 23, 2014, I received an email... not a phone call, but just an ordinary email... informing me that the item was no longer available and would not be shipped AT ALL.

It seems like the Pottery Barn online ordering system messed up big time this holiday season. On Dec. 9, I ordered 2 beanbag slipcovers that were in stock, paid extra for the personalization, and was promised that they would be delivered on 12/18, in plenty of time for Christmas. I was certain that if there was a problem or issue, I would get an email, right? Wrong. I am trying to help my elderly dad and care for my two young sons, and get ready for the holidays. I am kinda busy and stressed, like many moms at holidays, so I don't have time to worry about them keeping their promise. The 18th passes, but I have faith in this company. My sons are so excited for Santa to bring their new beanbag chairs, and I drive 45 miles to pick up the inserts to save the extra $40 in shipping costs had they been shipped to me.

$35,000 was spent for several rooms of furniture and EVERY wooden piece of furniture the finish came off. Furniture is heavy but not worth anything because of the finishes! Crap furniture; don't waste your money!

I purchased a Christmas gift from Pottery Barn for a grandchild. It is an Anywhere Chair. Within two days it was $20.00 less than the price I paid, I had not even received the item. I called for a price adjustment and was told they do not do that. I am very dissatisfied.

I ordered sheets and pillowcases three weeks before Christmas from PB Teen. I realized immediately that I had provided the email of the recipient instead of the shipper. I called PB Teen immediately to correct it. PB Teen International said they would correct it with Borderfree who handle international orders. I then received a confirmation to my email from Borderfree that the order was being processed. My credit card was pinged to make sure the card was good. On Dec 22, I called PB Teen to find out where is the order was (since it was almost Xmas). After 10 minutes of searching, the woman says that although Borderfree confirmed the order to the new email address, Borderfree can't change any order information so they CANCELLED THE ORDER WITHOUT NOTIFYING ME. PB Teen's final word: not our fault/problem. It's Borderfree who handles our orders. DO NOT SHOP PBTEEN FOR ORDERS TO CANADA.

Have never been so disappointed in the lack of customer service. Pottery Barn in general has degraded themselves as a store. The only thing they forgot to do is lower the prices. Well truthful I have got better customer service from Walmart!!! Problem is I went to order a Christmas Gift and apparently there was a mistake on THEIR end with pricing. I went to order a backpack and it was only .30 so I ordered 10. My card was charged and I received confirmation of shipping on Christmas Eve. Then I went to check for a tracking number and everything had changed. I called customer service and was told "out of stock, sorry". Very rude so I requested supervisor. "Oh, no one here until 10:30. I will have them call." Imagine this NO CALL. So I called back still no where with this new customer service person. AGAIN NO SUPERVISOR will take a message. LOL, so after going over every thing again with her and being put on hold over and over again. Guess what I learned. "Oh we have them, we just changed the number. I can sell you one now and have it shipped for FULL PRICE and shipping and handling." NO THANK YOU.

Been watching the price for this rug for awhile, it started out for $649 for 9x12, then towards the holidays went up to $699, now just saw new price of $849! I guess a sales price for this rug is out of the question - wouldn't of thought it would keep going up in price for the same product!

We ordered a custom couch from Pottery Barn on Sept 1, 2014. There are three pieces to the order. I requested that they hold all three until the order was complete. I was told the order was complete in November. The scheduled delivery arrived with two of the three pieces. I have since called a dozen times and told that there is an issue with the supplier. However, NO ONE can escalate or dig deeper to tell me what the issue is. Upon the last call- I was told I may receive my last piece in "Jan 2015". No one knows for sure. I was also told I cannot cancel the order!

Liars. Everything sold is made in China. Cheap merchandise. Falls apart. Cheaters - will never shop again. Mass produced crap for sale.

I have placed many orders with Pottery Barn before, and this issue happened just recently in the last month. I have a few items in the cart and I was waiting on a good sale with emailed promotional coupons. After trying out a coupon to see if it applied and clicking ‘remove coupon’ my order would automatically be submitted. After calling up to cancel the order that I did not submit, Pottery Barn Customer service would tell me I had to wait 24 hours before they can cancel my order and it would be canceled (which later I was told they have the ability to actually submit for cancelation but the rep lied).

I received my pottery barn December 2014 (listed on the front of the magazine). In November 28, I found a wool rug that I wanted to purchase that was listed on sale. I waited a few weeks before ordering and when I called Customer Service today they said that the sale ended November 19th!!! What? I did not receive the magazine until after that. And I looked all over the front, back, and first few pages into it and did not see anything about an expiration date on it. The CS lady said "Oh that's on page 49.” What kind of company sends out a teaser magazine with sales after the sale has expired and buries the expiration date deep into the magazine?!! Very poor business practice.

I have always been reluctant to visit Pottery Barn and Pottery Barn Kids because I don't fall into the income gap they are used to. However, there are only two in my area and I choose to go to the closest one, which happens to be Plaza Frontenac in St. Louis. I was extremely impressed with their customer service and willingness to help me. There was a pillow that they were sold out of and without missing a beat, a sales person asked if I wanted her to check another store to see if they had it. She even gave me a printout and off I went. I have had nothing but excellent customer service from the stores in St. Louis and also online. If I weren't a loyal customer before, I definitely am now. Oh and Pottery Barn, please bring back the Blake collection just how it is next year :D. I love it and was bummed when the shower curtain sold out!

During the online checkout process, I attempted to remove a promotion code with the intent of inputting another. The order AUTOMATICALLY submitted (was placed). I had no intent of doing so until I was sure that the full order amount was within my budget and would have changed items to ensure it was. I IMMEDIATELY contacted PB via phone and was told that they would annotate my account, requesting cancellation. I subsequently emailed them and initially received generic feedback (autoresponses) that did not address my issue. Instead they addressed me by an entirely different name and thanked me for alerting them to a customer issue. I didn't have a customer service issue up to that point, but a cancellation issue. Eight emails from them later, and only one correctly addressed the issue -- albeit, the issue was not dispositioned to my satisfaction. I never placed the order in the first place!!! Now, I'm on the hook for payment and the order is being shipped to the gift recipient.

Abominable. Atrocious. Purchased two lovely Eiffel tower christmas ornaments to decorate gifts/trees of friends going on their first paris trip the day after christmas this year. I placed this order on Black Friday online - free shipping. Since ordering, my delivery date has been postponed 3 times, first december 5th, then the 12th now the 19th. Turns out GREEDY GREEDY POTTERY BARN oversold and have 13,000 ornaments backordered.

I am so disappointed with Pottery Barn Customer Service. I purchased bedding on 12/11/2014 with Rewards Coupon (that I have earned by the way from shopping and charging on Pottery Barn CC). On 12/12/2014 I get an email advertising a Promo for Bedding. I called Customer Service to apply the Promo Code to my Bedding order the day before. The Customer Service Rep said she could not, they have a new policy that they cannot alter customer orders, then I said I would cancel and re-order, she said I would lose my Reward Coupon if I cancelled my order and could not get them back. HOW HORRIBLE! For your information Pottery Barn - I AM PAYING OFF MY CREDIT CARD AND CLOSING THE ACCOUNT! Nordstrom & Macy's appear to be much nicer to their customer than YOU! Pottery Barn is the Grinch in 2014!

I called PBTeen to order a trundle bed to be delivered to my daughter's house. The bed was back ordered (Dec. 19). A few days later, I realized I had a 15% off coupon. I called to see if I could apply the discount to the back ordered bed and was told that I could. At that time, I also ordered a trundle mattress. However, when checking on things later, I discovered that my bed order had been canceled and the mattress order was a box spring and mattress instead of a trundle mattress. I called and had to order the bed again. And a trundle mattress. When looking at my credit card statement, I was charged twice (different amounts, by the way -- off by only a few dollars) for the bed. I called again and was told by the rude customer service rep that she didn't see where I was charged twice. She told me I had to call another number. She couldn't transfer me. She offered no apology, and raised her voice to me when I asked why I had to call to correct their mistake.

I ordered a large sectional from Pottery Barn and received it this summer. When it arrived I was excited because I thought it would be very comfortable since it had down wrapped cushions. It wasn't. I thought it may have needed to be broken in so I waited a few weeks and contacted customer service through email. I was told someone would respond in 24 hours. I received that standard response and was then told I would hear from a manager. That took another 4 days. I was informed that it was a special order and it was not returnable but they would send me replacement cushions.

I purchased an $80 set of PB Essential 300 thread count sheets. After only TWO washes they are pilling... it feels like sleeping on cookies crumbs. I can't believe Pottery Barn is selling such a bad quality sheets. No wonder you can't review their products on their page. BEWARE of the bad quality of PB. I rarely write reviews and I threw away the receipt to make this a verified purchase but I hope to help someone avoid the mistake of buying such a bad product.

I went to the local PB Kids store in Birmingham AL to look for nursery items for my first grand daughter who lives about 4 1/2 hours away from me in Fairhope, AL. Sounds simple enough. Ladies were very helpful and accommodating and thus the two stars. They each deserve one. It is the behind the scenes action that puts a damper on all the nursery excitement. I ordered a Blythe Crib and Dresser. I paid for WHITE GLOVE SERVICE for the dresser as I knew it would be heavy. Well WHITE GLOVE means absolutely nothing other than PB will take your money. The delivery people are not PB employees. They are local delivery service for the area you live in. BUYER BEWARE of this service. RIP OFF ALERT. Blythe Dresser arrives Monday 24 Nov 2014 between 2:00 and 4:00 but show up at 12 pm while she is at work and call to see if it is ok to leave it on the front porch since they were in the area. She says no and gets them to come at correct time since she is still at work. When they finally arrived the second time, did not want to take it out of the box. They did not want to attach hardware and they were very reluctant to haul of trash from container as promised by the PB sales clerk. So my daughter had to keep asking them to do things. They left white packing material all over her lawn then the wind blew it all over everyone else's yard. She is in her third trimester trying to catch white stuffing all over the place and I PAID FOR WHAT???

I bought 5 items online equalling $2000 but 2 of them were back ordered which certainly wasn't my fault! So they put a hold on my account for the full order of $2000 plus the $1600 worth of the items that were actually shipped so now I have a processing transaction of $3600 on my account when I only bought $2000 worth. I'm glad that Pottery Barn thinks it's ok to charge for double and let people unable to access over $1000 for 30 days. Completely outraged!!

On 12/2/14, Pottery Barn advertised a Deal of the Day 40% off all frames plus free shipping (screenshot attached). I attempted to purchase, amongst other things, a large wall frame only to find that the frame was 20% off rather than the advertised 40% off (screenshot attached). I first called Pottery Barn customer service during the promotion and was told that they would not honor the 40% off my selected frame because it was excluded from the sale. This contradicts information given to customers on the Pottery Barn website, which said "40% off all frames" and the "Details" link stated the 40% was off the original price, and said nothing about exclusions of any frames (screenshot attached).

I ordered several pillows during Cyber Monday and went to put in my 20% off code. I mistakenly hit submit instead of putting in the code, but called PB immediately to see what could be done. A rep told me that there wasn't a code for 20% off but when I read the number she told me that she would go into the order, apply the amount and call me the next day. I never heard from her. When I called PB, they said they could not apply the code 2 days after, but she could have cancelled the order and I could have resubmitted it. They do it all the time.

I ordered a woodland train stocking for my new son to match what the rest of the family has. We received the stocking last night and opened it and it is the completely wrong stocking pattern and has someone else's name on the stocking. The packing slip was correct, but not the item shipped. I immediately called to get the correct stocking. The rep informed me the stocking I ordered is not in stock and won't be this year. They also said that they have 150 people that ordered the same stocking I did and they won't get their order. Apparently I shouldn't have been able to place my order. Seems to be a major flaw in inventory and shipping for allowing me to order and personalize a stocking they don't have as well as sending me someone else's stocking. UPS will stop by tomorrow to pick up the wrong stocking and I will be refunded money once they receive the stocking back. Very disappointing that they messed up all these orders.

SHAME ON YOU, Pottery Barn! I have never seen such poor quality of their Christmas stockings in my years of ordering from them. PATHETIC! Doesn't even come close to describing it. It's smaller, thinner and poorly constructed. There is a snag across the fabric and stitching is loose...bad bad bad. I wish my camera was working so I could take pics of this atrocity. Not worth the $26.50 I was charged. I am sending this crap back tomorrow. They split my order in half and I have to haul shipping of the other stocking I ordered. I don't even want to see it, they can have it back. BUYER BEWARE 2014. Would like to add that customer service was somewhat helpful in allowing a return of this and a refund of my money since it's damaged. I'll at least give credit for that.

If you're contemplating ordering a sofa and loveseat etc, I say... Go for it! I placed my order Sept 1, 2014 and just received the furniture today Nov 28, 2014. It took a substantial amount of time! During that time I did panic and also changed my mind, although couldn't make any changes, because I was locked in. I purchased the PB comfort roll-arm sofa and loveseat, plus an ottoman cover in the white denim. I chose that fabric because it felt durable and it is. These sofas are quality pieces! If you're a perfectionist though, think twice, because they bring a casual, slip-covered feel into your home and aren't exactly identical! Seams are gathered more in some areas, etc and there was no "white glove" delivery, which they claimed all along. Mine came covered with slipcovers already on them, wrapped in plastic. The bottom edges were a little dusty, due to delivery but nothing I couldn't live with.

My husband and I saw a media console on sale for 20% off at Pottery Barn, who we never ordered from before. We loved the picture on the front page of the website and spent about two hours measuring and looking through all the different options. When we checked out online, we noticed that there was no discount applied. After being told that the online chat was unavailable, we called the customer service line. After being kept on hold for nearly 15 minutes, I explained our dilemma to the rep who promptly told me that the discount didn't apply to furniture. She proceeded to transfer me to someone in furniture. After another ten minutes holding, the rep told me that the discount did not apply because I was buying pieces of the console. I explained how this did not make sense since you have to buy pieces based on your available space. She kept repeating herself and I finally hung up exasperated and disgusted with Pottery Barn! Not only will we not order this console, but we will never do business with Pottery Barn again!

I called pottery barn this morning, Nov 21, 2014. The reason for the call was to see if they would reissue a rewards certificate for $125.00 that had recently expired. The reason I ask and though they might reissue the certificate is I did not get to use it on time because my wonderful husband passed away on Nov 5, 2014 and I forgot about it till now. With my husband so sick and then passing away, I would have thought a company that has always been as good as I thought PB was that they would help me with this. I earned this certificate and I am a very good customer of PB for many years that and thought they would help as they have at other times. I am heartbroken at this time and now it is like PB did/does not care. Pottery barn seems to have changed. Maybe I talked to the wrong person but they should have more compassion for my situation. I am very disappointed in pottery barn. I wish I knew someone higher up in the company to send this complaint to.

I ordered two small items. One item was a tray on sale for $31.60 and a tiered stand for $29.50 (red plate). They sent the tray but back ordered the stand so I called and said I would take another color and all was ok as I told PB I would only pay the shipping as on the first bill. Bottom line for two items that cost $67.05 including tax of $5.95. Total $67.05 but on my bank account I was charged 16.41 for two items for shipping. I would never pay that much for shipping. I can order from many places and PB will no longer get my business. I thought $11 on the first bill was high but was willing to pay that but over $16 is not going to happen. I have been ordering about 95% of everything we have this year because my husband is very ill and I stay home to care for him. I have ordered from Saks, Neimans, Nordstroms and I order the most from Walmart. Walmart ships free over $50. I order all the food (except fresh produce) and cleaning and paper items. They are fast and never a problem---except with PB. Bad service and customer service does not tell the truth. I called this morning and they will cancel my tiered stand and I will have to pay for the tray for a total of $42.87--for a 31.60 item...

After plenty of explaining, this problem was resolved.

I ordered 2 pieces of furniture at the end of October, and the larger one, a TV console, arrived at my locale within a matter of days. The second piece, a bench, is apparently en route from NJ. The issue? They won't deliver the console until the bench arrives. The console has now been in my city for 2 weeks, sitting in a warehouse, and the bench isn't due to arrive for at least another 2 weeks, possibly more. I've argued multiple times to have the console delivered now, even threatening to cancel the entire order. But of course I'm interacting with call center employees who have no vested interest, no authority, and are really only there to answer the phone. Talking heads.

I ordered and paid for a day bed from Pottery Barn Kids back in September. Unfortunately my old address was in their system. I corrected this when the delivery was set up. PBS said they would reschedule the delivery. They would call me.... Weeks passed, no new delivery. I called PBK to find out when the furniture was being delivered. Finally after being on hold 30 minutes I hung up and emailed. I received a confirmation of my email and someone would call to set up the delivery. I received a call designating a day, no time. Delivery was scheduled for tomorrow, no time frame. I called today to find out a time. I waited on hold another half hour to speak to a person. The delivery had been canceled, no one let me know they did not have the furniture to deliver it. I asked for someone in management to call me back today. NO CALL was received. Another delivery is scheduled for next week, they don't know if they will have the furniture. I paid almost $1000, 2.5 months ago, all I have to show for the money is frustration and an attitude by PBS of, "so what?!" No call from PBS yet!

I ordered three bar stools, six dining chairs, and a dining table. The bar stools came within 3 days. They were beautiful. The packaging was exquisite, reminiscent of the packaging care that Apple used to take. The chairs came within 7 days, about a week before estimate. The chairs were beautiful, packaged well, but were not what I was expecting. I called Pottery Barn, was connected right away, and they sent someone out to pick them up, and gave me a full refund. The table came 2 weeks earlier than estimated and was lovely and perfect. I wish shipping wasn't so expensive, but all in all I am so impressed by the delivery and quality of Pottery Barn products. Great customer service.

We received the new stocking today and I can't believe how cheap it feels! It is NOT high quality like the ones we purchased 5+ years ago. Even my husband could feel the difference. It is also smaller! Also, they stitched his name on it but stitched through to the inside, so one side is stitched down. VERY POOR WORKMANSHIP. On their website they state....."At Pottery Barn Kids, we take great pride in the quality and craftsmanship of our products. Attention to design, materials, safety and construction is our priority. We carefully inspect your order prior to shipment; upon receipt, please inspect your purchase and notify us of any damage."

I was charged $324.93 for the delivery of a sofa, chair, & small wooden trunk. I had agreed to a delivery surcharge of $210, but was unaware that an extra 'surcharge' of $114.93 was added to the order. This extra surcharge was NOT for white glove delivery as the furniture was only placed in the room & the plastic wrap removed & taken away. I cannot order from PB if their surcharges are added. For what??

So I ordered a table and 4 chairs from PB in August, 2014. I went to the local PB store to find out where my order was because I haven't heard anything other than the initial email saying it was on back order. Kind salesperson did her best to locate info and she was told that my order was at the warehouse and they would be calling me the following week to schedule delivery. They called, I scheduled and they came today (an hour earlier than scheduled which was fine, I waited so long I was excited). They delivered my nice table and no one seems to know where my chairs are. Why would you tell me to get rid of my old furniture before the delivery if you weren't going to actually give me chairs to sit on. I have kids that can now not eat at the dinner table because there's nowhere to sit!!! Now it's another 2 weeks at least with no chairs (too close to Tday for my taste) before I will see chairs. Never again will I buy from PB. I could get just as nice furniture from a local family owned store and actually get it delivered at one time.

Waiting for sofa and loveseat since July 2014. Received damaged loveseat 10-14. Called again re sofa delivery and was told scheduled for 12-14. Do not want to wait any longer.

As it happens, it took several months from the initial purchase to resolve the situation. I did however receive another table which was shipped to me from across the states from the East coast AFTER I was confidently told that there were no more of them I stick until April of the following year. Insisted the Customer care professional who was assisting me check more carefully because the Pottery Barn website still continued to offer the table and did not list it as out of stock.

Benchwright dining table, cabinet, hutch, buffet, eight chairs. I ordered all of the above from the Pottery Barn catalog in June, 2014. The two Winn armchairs came in less than two weeks. The six side chairs came in July and the balance came August 14. Of course we opened the cartons to enjoy the chairs, not knowing it would be so long before the set was complete. We packed up all of the cardboard boxes and took them to the dump for recycling. When the delivery guys came with the balance of the order, they were great and quickly set up everything. The center brace for the table was missing. The guys told us they would notify Pottery Barn (PB) and we would get a call about a replacement. We never got the call. And, it turns out that the armchairs don't fit under the table (even after adjusting it to its highest possible level).

On 6 September I ordered two leather swivel chairs and was told the approximate availability date I would be contacted for delivery was 20 Oct. On 19 October I received an email stating my chairs were on back order and the earliest availability date was now between 12-26 December, delayed another 6-8 weeks with no reason explained. I called several times to customer service at which I was transferred to the furniture dept and was cut off. After several attempts I was able to talk to a representative who apologized & told me nothing could be done other than canceling the order or waiting for the chairs to arrive and that there was no guarantee they would arrive in December either because the chairs are made-to-order. Extremely frustrating that the company doesn't have enough foresight to tell me that it will take an additional two months or longer prior to the night before the original date outlined. Customer service - the worst I've experienced with a large company such as this.

I ordered the PB grand sofa & loveseat in May of 2013, it took 9 weeks to get it, I had to call as I received a receipt and they said it never got ordered!! Now 10 months later the furniture looks like garbage, I took pictures and showed the associates in the Orland Park, Il. Store and they could not believe the couches were 10 months old. After Much debate, the DM finally agreed to return the item for another couch. First I was quoted October 6th date 7 weeks, I had to call X2 to find out the fabric is on delay! So if I would not have called they would not have contacted me!!! Now I get an email stating that due to a production delay it looks like the couches will be here closer to end of December... keep in mind I ordered this in June. The managers were rude, customer service if you could call it that was even worse! Too bad I didn't find this site before my initial order, while I wanted slipcovered, if I knew what a debacle this would have been, I WOULD HAVE NEVER ordered from here!! Shop somewhere else if you want quality furniture and to save yourself a headache!!

Ordered a $600+ mirror through the catalog on September 2, 2014. They informed me that this mirror was on back order and that I would not receive it until late November - early December. I was bummed - what was to be a Birthday gift became my Christmas gift. I had them check other stores to see if there were any mirrors in store that I could pick up. Nothing nearby.

I ordered a 3 piece sectional sofa in March 2014. It is now mid-October (7 months) since my order and I have received 1 piece of the 3 piece sectional, although they have charged me for all 3 pieces. I have spent countless hours on the phone dealing with this debacle. I have been very disappointed with the customer service and the lack of communication. I have been VERY dissatisfied with Pottery Barn and would advise you to look elsewhere if you are considering ordering from them. I have in the past been a loyal customer... but no more. They have process problems with the manufacturer and also extremely poor customer service.

It took me several attempts to order a sofa from Pottery Barn. I spent an inordinate amount of time troubleshooting their online ordering system before ordering by phone. I was finally able to place my order on August 10. About a month later, I received an email stating my sofa was on its way and that I would be contacted by their "white glove" delivery service to set up an appointment. Approximately a month after that, I had received no communication. I wrote an email to Pottery Barn from their online site and received no reply. I then phoned them and spent an hour on the phone while they troubleshooted the problem. Then they transferred me to their delivery service to set up an appointment. Turns out the next available day was two weeks later! Why doesn't Pottery Barn do a better job of monitoring its orders? Why do their customers have to spend hours on the phone solving their problems? If I had known ordering a sofa from them was going to be such a hassle, I would not have done it. Their poor customer service means I will never be ordering from them again, regardless of how much I like the sofa. In the meantime, of course, Pottery Barn has charged my credit card. They will have had their money for over a month before I even see my sofa.

I placed an order online for $1600 of furniture. I received 1st shipment quickly and in great condition but the "white glove" delivery arrived 2.5 weeks after my order was placed. I want to return one of my "white glove" items and I have called customer service - they told me I had to talk to 'furniture' but wouldn't give me a name or a direct line to contact them. I sat on hold for 40 minutes and no one in 'furniture' ever picked up the line. I called customer service back and they said they couldn't help me. So far, I have not experienced satisfaction guaranteed and I don't think PB offers the level of customer service I expected. I will never make a purchase from them again. It's not because of the products, just the lack of customer service.

Ordered a leather sleeper sofa on July 20, 2014. Said it would be 8-10 weeks for delivery - DO NOT BELIEVE THEM. I called numerous times to check the status of my $3500 order and each time they gave me a different answer... From it's left the manufacturer; the delivery company will be calling soon; it hasn't been manufactured yet; it will be about 30 days and we'll refund the $250 delivery charge; and on and on. Very frustrating. But today was the last straw. After waiting 3 months for the sofa (and getting rid of my old one to make space for it), they delivered a totally wrong sofa - not the right style, size or covering.

I have called multiple times, and when I'm able to speak with somebody they transfer me because they are unable to answer me.. This store is the absolute worst I have a delivery coming and they charged me incorrectly. The table was purchased on sale and they charged me retail.