Pottery Barn

I ordered a Logan Office Unit. While everyone at Pottery Barn seems diligent and earnest, they cannot get their act together. Pottery Barn hands the order off to the order-​fulfillment people, and communication/​coordination within and across the organization are nonexistent. Nobody seems to know what’s going on. Deliveries are scheduled and then cancelled because the item was found at the last minute to be damaged. I have spent HOURS on the phone with various people in various parts of this organization, but two months later I have yet to receive the last piece of this multi-​piece order. For Pottery Barn to refer to this as «White Glove Delivery» is astounding and illegitimate. For Pottery Barn to claim a commitment to customer service is a hollow, empty claim without basis in fact.

Save your money and buy from Target or another discount furniture outlet. Their furniture isn’t built any better and if you have an issue good luck getting help from their Customer Service Department. I had a drawer that broke after about a year of light use and Pottery Barn’s answer (via email because you’re never getting anyone on the phone) was sorry they don’t offer repair service. Thanks for a wonderful experience with my overpriced cheaply built furniture. Buyer beware!

Awful experience. ordered a bed from PB back in July and still don’t have it. At first wrong item came, then wrong replacement, then item «delayed»…ridiculous. horrible. and no further discount. I’m upset and very unhappy.

Online service is bad as you would imagine it would be. Trying to return 2 rugs but they only gave me one UPS Label, obviously I need to separate ones and they will only allow you to use one label per item. They have offered to have UPS pick up this item for free but the pickup still has not happened and this is 3 days ago. They keep rescheduling the pickup and nothing happens. Why cant they just send me a different shipping label and I can drop it off myself? They make something that should be so simple, complicated. Last time ordering anything from them. They have gone downhill, other places that are better price wise and customer service wise.

Pottery Barn absolutely has the WORST customer service I have ever seen! I purchased something on September 4^th and it has yet to arrive. Furthermore, after around 5 hours on the phone with customer service (all on separate days), no one can tell me ANYTHING! It’s against the law to sell something to someone and not deliver it. I have sent emails to 5 different departments with no help (Refunds, Other, Website Questions, Account Responsibility and Transaction/​Dispute Information). I just want everyone to know to never order anything from them. They are a dishonest company with zero training in customer service!

I purchased 2 items online worth a little more than $ 1400. I encountered 2 problems. First, the system told me that I would get the sofa mid-​November. When I clicked the button to make payment, the system said that I will get the item 1^st week of December. The reason why I purchased the sofa is to entertain my visitors for Thanksgiving. Sadly, I have to replan this once a year event. Second, Pottery Barn charged my card for the item, which is available. The item is worth $ 500. However, my card has a pending transaction of $ 500 and $ 1400 when I was already charged the $ 500. It’s been already 4 business days. Lastly, on my card, this seems like I made a total purchase of $ 2400 which includes the $ 500 item that has already been charged. I called Pottery Barn twice to fix the problem. The 2 associates I spoke to said that it will fall off. I called my bank and the associate told me to contact Pottery Barn to tell them to cancel the pending charges. I would expect exceptional service from a highly priced store, If there is a zero star option, I would give them that mark.

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

On September 20, I placed an order for a Weekender bag with a gift card that was given to me as a birthday gift. My expected delivery date was September 25^th. When it didn’t arrive by the 28^th I emailed customer service. They replied the next day day and made it seem like I was lucky I had heard back so quickly because it usually takes up to 72 hours. They then told me that my payment went through but there was no shipping info so they would have to get in touch with distribution and I would get a shipping confirmation in a few days. On day 3 I emailed again saying I had heard nothing and was disappointed in my first purchase with pottery barn. Of course within a day I got a response with my shipping information and «sincerest apologies» and that it would take another 4 days for my package to get to me making my delivery date the 6^th of October when it should have been the 20^th of September. I could not be more disappointed. Although my bag has not arrived yet so I fear that I may not be too happy with my actual delivery date or my product.

I ordered an upholstered chair, it was delayed by a month. Once it arrived, I scheduled a delivery within a 6 hour window and not one showed up. I rescheduled the delivery for a week later and waited again for 5 hours and no one showed up. Calling customer service has been a nightmare, people are rude, transferred my call and was on hold for 20 minutes before I hung up. I will most likely return chair and bring my business elsewhere.

I stopped by here today (⁰⁸⁄₂₀) to shop for some furniture pieces for my new home and was never acknowledged or asked if I needed help. When I tried to flag one of the employees down because I was interested in purchasing a sofa table and a couple of lamps she quickly walked to the front of the store and started helping someone who just walked in the store. I decided that was enough for me since I refuse to beg for service like i’m some bother.
The weird thing is out of the 5 employees I passed, none of them would even make eye contact with me as if I were a leper. I even said hello to a couple of them who were just standing around doing nothing. It’s not like I was wandering around looking like one of «The people of walmart .com» I was dressed in my stylish attire (designer jeans, boots, button up shirt, and a flat cap). I noticed the only people they would help were 40+ caucasians. Perhaps I am just not lily white enough for their business.

I’ve been buying PB furniture for over a decade and must have spent over 30K in this store. I like their style and I furnished my previous house almost exclusively on their furniture. But over the years I did notice the disturbing trend of decreasing quality of furniture, delivery, and customer service. Now their furniture is not much better than ikea; the delivery absolutely sucks, and customer service is NON-​EXISTENT.
Here’s what happened with my latest purchase. I ordered an outdoor dining set with «white glove delivery». The delivery guys left the dining table assembled with packing material screwed in, which means I’d have to dissemble everything, take out the packing, and then put everything back together. But that’s nothing comparing to what they did other than the PB furniture. THEY DESTROYED MY GARDEN DOOR. The opening is small, so the furniture had to be carried over the top of the door to get in, but they didn’t want to do that. Apparently they just forced the door to open wider, causing all hinges to be dislocatd. It cost $ 425 to repair, not to mention the hassle of hiring a handyman etc. The insurer of the shipping company offered a ridiculous $ 50 which I refused to take. PB did nothing to remedy the situation despite my repeated calls. I spoke with 5+ representatives and a couple of managers at PB. Their attitude is basically: hey it’s your problem. But I wasn’t the one picking such a lousy shipping company! And PB charged me over $ 300 for the shipping!
OK now the second part. One of the dining chairs CRACKED after one week’s use. I called PB and sent the photo of the damaged chair. That was one week ago and so far I heard nothing back from them. Called and emailed again yesterday and today, and was told «the case is waiting for a response from a manager». When I asked to speak with a manager, they actually told me «no». They’ll have to set up a «sup-​call-​back». I have no confidence that the broken chair issue could be satisfactorily resolved.
PB is not what it used to be. Now it is an IKEA, with much worse customer service, and a much higher price tag. I can find no reason to shop in this store ever again.

They won’t honor a free shipping on furniture coupon code after the item was ordered Note the item has not shipped yet. I was told to reorder using the coupon code and decline delivery of the first chair. How does that make good sense.

While I’ve always liked the style and quality of Pottery Barns merchandise their customer service is horrendous. I placed an order on 1÷1÷15 and received an e-​mail that it would ship out ¹⁄₁₆. First week in Feb. I called to follow up as I had not received and I did not get a shipping confirmation. I was told the item is by a third party vendor and that they can not tell me status of order but will have to place a request with vendor. I would get a call back within 48 hours. I had to call back twice more to get same answer.
I have since called 8 – 10 times to find out what is going on. I have never once received an e-​mail or a call back. I’ve been hung up on, been lied to (contradictions between different cust service reps.) and treated rudely. I’ve been told it will ship on different dates (both have come and gone).I was told today that my order will ship on ⁵⁄₉.
I’m no longer interested but was told by customer service that the order is too far along to cancel. REALLY!!! You don’t ship something for 5+ months and I CAN’T CANCEL the order because it is too far along?!
It is very obvious that Pottery Barn doesn’t care whatsoever about service, customer satisfaction or filling orders placed.
I’m very unhappy and will not spend any more money with a company who so clearly don’t appreciate my business.

Definitely not going there again. I went in to find some new bed sheets. Two customer service employees who were just standing around doing nothing looked right through me and were about to turn and go help someone else before I managed to flag one down. She helped me, but I shouldn’t have had to wave them over like a boat going through the Ballard Locks.
I did speak to a nice older employee who started some friendly idle chat after I asked him a question, which is why I added a star.

The customer service at this location is non-​existent. Don’t waste your time because the employees really can’t be bothered to help you.

I believe having a positive customer service experience is important, especially with big ticket items like at this store. Because of our negative customer service assistance experience, this pottery barn lost a customer and a champion.
Instead of ordering our items online last month, my family and I decided to go to into store. We knew exactly what we wanted. All we needed was some assistance in making it happen and answer some fairly simple questions for someone that knows the product line.
We waited for 20 minutes to get assistance. Only after I asked a sales associate coming out of the stock room for assistance did we get help, and even then it was very clear how much this pained him — BEFORE we told him what we wanted.
Our «assistance» didn’t want to be. He was curt, un-​friendly and only offered the bare minimum of assistance. I understand people have a bad day, but this wasn’t the way to behave to a customer that only wants to give you money and be the easiest sale of the day.
Ok, so the group consensus is: we still go to the store, but we choose to steer clear of that guy. Ok, fine. We go back the following weekend looking for a particular rug. All the sales associates are running around looking things up and directly working with customers except for one on the sales computer behind the counter. I walk up to the sales counter and based on the lack of customers around her, I excuse myself and politely ask her if the rug I’m looking for (showing the name and picture from one of their publications) is in their store, possibly as a display. She, like her colleague, was curt with a one word answer: «No». That was it.
We walked out of the store and bought a rug somewhere else. Hopefully things will change for the better. In the meantime, I’m buying all the furniture I needed from somewhere I can have a better customer experience.

Pottery barn has been great and terrible over the years. I bought a couch from them that got delayed for 6 months, but then they gave me half off. I got a desk from them which required me to makeshift holes into it that ruined the desk, but they sent out new pieces and someone to assemble it for me. I got a chandelier and one of the arms wasn’t working, but they paid to get it fixed. So really — it’s very love hate, but I keep coming back because I love their designs. If dealing with these types of problems would bother you, this is probably not a great store for you.
At this store I’ve had good experiences. I came in here to return a couple things and finish off my registry, and with the help of one of the associates I got everything done quickly and easily. They didn’t have one thing I wanted in stock but were able to locate something very similar I was OK with so no biggie.
University Village though, is HORRIBLE! If there were no traffic it would take me 5 – 10 mintutes to drive there from Green Lake, but it takes me 30 minutes to an hour to get there because of the terrible traffic. Then, once you get there finally, there is no parking! You have to park in the parking garage now that most of the parking lot is torn up due to some kind of construction which is REALLY far away from the Pottery Barn. Especially when you are carrying a bunch of bags.
So — this store gets 3 stars because I have very mixed feelings about it.

My husband and I recently purchased a sectional couch and a media tower from Pottery Barn, using this store. We worked with a guy named David at the personal style counter or whatever it’s called. Overall we are very happy with our experience, but here are the details.
Pros:
— David was super helpful. We knew what we wanted, but he told us of some other options (some of which would have actually saved us some money) but wasn’t pushy about them. He explained how the furniture was constructed, and gave us really good information about the process of ordering, shipping, delivery, etc.
— We have been impressed with the quality of the furniture. We wouldn’t decorate our whole house with Pottery Barn stuff, but it’s great for the foundations – furniture, etc. that can be built upon. The color (that David helped us pick) for our couch is PERFECT and goes with all the other accent colors we like so much.
— it’s just a very nice ambiance in the store. Smells good, sales staff are friendly but not pushy, etc.
— This store just so happened to have a lamp in stock that the online store had sold out of, and the process of paying for it over the phone and having it held for pick up was very simple.
Cons:
— The stuff is pricey. Let’s be honest.
— At one point we had to go back in to make a change in our order and David wasn’t there, and the woman (older woman, on the shorter side) who took care of us treated us really rudely and actually gave us some wrong information about which parts of the order would be shipped together vs. apart. It seemed pretty clear that they must be working on commission but seriously, that is no excuse for treating customers poorly.
Overall:
Good store, good people, just be careful of who you talk to at the style counter. If you can, ask for David!

I love Pottery Barn so this is biased.
I spent a small fortune redoing our bedroom and living room when we moved here, but the staff was always helpful, and always friendly. They gave me suggestions when I asked for it and kept out of my way when I was on a mission. Plus this store is amidst a bunch of other great stores!
We don’t have one in Seattle, but check out Room and Board online. They have awesome stuff as well!!!

I love PB! The most pleasant couch-​buying experience EVAH! The level of customer service I received on both recent visits to this store was extraordinary. I’ve never encountered such well-​informed and helpful employees at any other PB (or any other furniture store, really).
Once I decided on which couch and which fabric (the Greenwich in Everyday Suede Light Wheat, btw), the sales guy and I sat down on a sofa and he filled out all the paperwork for me. All I had to do was sit there and wait while he ran back and forth tending to my every need. Ok, maybe not EVERY need – that could be kinda gross. LOL. ;)
This will be my second PB sofa. I loved my first one, but you know, I’m ready for something new after 5 years. I can’t wait til you arrive, my little Greenwich lover!
P. S. It’s awesome when your grand total comes to $ 2.67 b/​c your friend gave you a $ 2,000 gift card to PB. Don’t you wish you had friends like mine?