Pottery Barn Customer Service Issues

I placed an order for a couch and 2 chairs on June 1st, and was assured by the sales representative that delivery would take four to six weeks. I specifically mentioned needing the items by July 15th, which she agreed to. However, upon checking last week, I was informed that two items won't be delivered until mid-August and the other not until mid-September. This delay is unacceptable, especially since I have a party on the 15th of July and no living room furniture. I contacted customer service last week, and was promised an email confirmation within 24 to 48 hours, but it's been over a week with no response. Today, I called and was told someone will contact me within 24 hours. Despite understanding that this was a custom order, Pottery Barn has not fulfilled their end of the agreement. My name is Carolyn H., and the order number is [redacted]32. Thank you.

I am interested in four king size bed frames with headboards from Pottery Barn: Crosby, Clara, Clara Lattice, and Clara Storage Lattice Beds. The first two bed frames mention slat-roll support systems, making a box spring optional. I'm not sure if this applies to the Clara Lattice Beds, as it's not listed. We have a new king size mattress without a box spring and need to verify this detail. The Crosby and Clara Beds offer full assembly upon delivery, but the Clara Lattice Beds only mention White Glove Delivery on a separate shipping page. I have already emailed [redacted] but haven't received a response yet. Thank you.

Hello PB team, I had a disappointing experience with PB today. The website glitched preventing my transaction. After a long hold, I was informed the item was not available, despite knowing it was a custom item. I was left waiting for 20+ minutes, and the representative just ended the call at 12am Eastern time. This is very frustrating as the promotion I intended to use might expire. Despite being loyal customers with a PB credit card, this experience was a waste of time lasting over 2 hours without achieving our goal. I have evidence of the coupon, phone call, and relevant details to share. I would appreciate a follow-up via call or email to address this matter. Thank you.

Regarding order: [redacted]41 I am seeking confirmation that my refund check has been sent following a returned item. Despite Pottery Barn acknowledging their delivery error and offering a refund check on 9/17, I have yet to receive it as they failed to initiate the return process. I reconfirmed last Friday, 9/26, that the furniture item would be returned to the warehouse, but the process had not started as promised. I was assured that once the return process began, the refund check would be sent out. I am hopeful that the return process has now been initiated and would like reassurance that the check is on its way.

I would like to cancel the Nuna Pipa Extra Car Seat Base from my order placed earlier today. The order number is [redacted]66. The car seat base, item number [redacted], was unintentionally left in my cart since a few days ago, and I just noticed it on my email receipt. Since it is a special order item with a 1-3 week delivery time and I needed it sooner for an upcoming trip, I have already purchased another car seat. I hope that due to it being Sunday and only a few hours since the order, the cancellation can be processed before it is shipped. Thank you.

I placed order#[redacted]22 on September 27. Upon unrolling the rug on September 30, I found a hole and reached out to customer service for assistance. They mentioned someone would contact me for a pickup, and I'd receive a refund upon return. However, I never received any follow-up. After several attempts, I finally got a reply to my email on October 18. Yet, the return process is still pending. Today, after another call, I was unable to get assistance as I was directed to another department. I left a message after a long wait. The return process with Pottery Barn is proving to be quite challenging, and I'm hoping for a resolution soon.

I am extremely disappointed with the customer service experience I had today. After attempting to place an order for a serving dish on 11-8-[redacted] without success, I finally reached out for assistance. However, after a frustrating 20+ minute call with a representative who promised to call me back with an order confirmation number, I was suddenly disconnected during the call. When I tried to reconnect and resolve the issue, I was informed that nothing could be done and that I would have to call back tomorrow. This lack of resolution and poor service has been a recurring issue, with previous orders requiring returns due to damage or wrong items being shipped, including an incident with West Elm. The declining quality of products coupled with subpar customer service has led me to reconsider shopping at Pottery Barn in the future. I urge you to address these concerns promptly to avoid losing more customers. - R. H.

I purchased a mirror during the Cyber Monday sale, but my credit card was declined as I hadn't used it in a while, resulting in its cancellation. This upset me as I have good credit. The saleswoman at St Matthews in Louisville suggested I reapply for a new card if I came in on Thursday to pick up the mirror, but my schedule didn't allow for it. I'm frustrated that I was pressured to spend money when I wasn't ready. I buy things when I see fit, not when told. Despite wanting the mirror for a while, I'll have to accept not having it now.

I purchased two Manhattan recliners from Pottery Barn in March [redacted]. Unfortunately, after just three months, the "leather" on one of the foot rests started to peel off. Despite reaching out multiple times due to interruptions and disconnections, I was unable to resolve the issue, as my terminally ill husband required my attention. Since his passing in November [redacted], I now have the time to address this matter. I am disappointed with the quality of the recliners and the lack of assistance I have received. I demand a refund for the defective recliners and their removal from my home. I have evidence of the peeling and I expect a prompt resolution to this issue.

A few years back, PB used to offer battery-powered pine trees wrapped in burlap with a 3 C Battery box providing on, off, or timer options. They were of excellent quality and are still in use today. Recently, I bought the Faux Pine battery-operated trees as a gift for my son and daughter-in-law. They are battery-operated with 3 AA batteries in a basket. Upon delivery, I was extremely disappointed as they are poorly made and do not meet the quality standards I expected from PB. Frankly, if they were not for the holidays, I would have returned them. I hope this is not the ongoing quality standard. Best regards, Michele R.

Hello, I bought an 8x10 Talia rug from Pottery Barn in Boise, ID on November 9, [redacted]. Within a week of using the rug, several loops pulled out, leaving holes. I couldn't fix it without risking further damage. I am disappointed with the rug's quality and would like Pottery Barn to pick it up and refund me. I paid $[redacted].56 with my Pottery Barn Credit Card on November 9. I appreciate your assistance. Thank you. Paula T.

I placed an order on 11/12/18 and received an order confirmation number - [redacted]2. On 12/3/[redacted], I got an email saying two furniture pieces would be delivered the next day. On 12/4/[redacted], only one piece arrived, with no explanation about the missing nightstand. After multiple unfulfilled promises from Pottery Barn representatives, like not being contacted to schedule delivery or receive a refund as promised, I still have not received my nightstand. Even after speaking with Ashley Johnson and Josh from customer service, the issue persists without a clear resolution or explanation for the repeated delays and false promises. I'm still waiting for my nightstand and frustrated by the lack of direct answers from the company.

I have detailed documentation of our ongoing issues with this order and discussions with customer service. Here's a brief overview: An item worth $[redacted] intended as a gift for a client was initially due for delivery on December 5th. Despite multiple postponements, the delivery was rescheduled for today, only to now be postponed again until January. Repeated attempts to communicate with customer service have been unfruitful, with promised callbacks not occurring. The provided contact numbers have proven to be unresponsive. The current level of dishonesty and ineptitude is extremely disappointing. Regrettably, due to this experience, Pottery Barn has permanently lost over five customers and will likely lose more as negative reviews are shared.

I recently purchased a medium pocket watch clock at the UTC mall in Sarasota, FL between February 12-18. Unfortunately, I didn't keep the receipt. After returning home to northern Indiana, I discovered that the glass covering the clock face was broken when I unpacked it. I am interested in ordering a new glass face for this $49.00 clock. I have a photo of the issue, but I'm unsure how to attach it here. I'm willing to pay for the replacement since I don't have the receipt. I have checked my credit card and debit card statements and did not find the transaction, so I believe I may have paid in cash. Thank you for your assistance.

I am very pleased with my most recent purchase from PB, the 10 x12 sisal rug. However, I need to return the black-out Emery drapes I bought. I left for Florida on November 1st, [redacted], after ordering the drapes on September 15th. They were delivered on November 15th while I was away. Upon unpacking them upon my return on March 1st, I found deep fold lines from being squashed in a small box. After spending $70 to clean them, the creases only slightly improved. When I attempted to hang them recently, I noticed they were uneven at the bottom and the edges were not finished properly, flaring out instead of turning back. Despite the delayed response, I hope to return them. I do not have my receipt, but you can verify my purchase with order #[redacted]02 and delivery confirmation. Please provide an RA for the product amount. I appreciate the customer service provided by Pottery Barn and will cover the postage cost. Thank you for your assistance! Sincerely, Elizabeth D. [redacted] Bent Grass Way Clayton, GA [redacted]

I returned an item immediately upon realizing that I had accidentally ordered two. When I called customer service to arrange the return, they informed me that they still had to process the shipment, even though the second order was placed just minutes ago. They stated it would take about 10 days for the return to go through. Since around April 14th or 17th, I have been contacting them to check on the status of my return, but with no success. Every time I called, I was told to wait for 10 days. Finally, after multiple attempts, I spoke with someone today who said they would expedite the process, taking an additional 3 to 5 days. I am extremely frustrated by this situation and the delays. While the customer service representatives were polite, the waiting time for my refund does not seem justified. I hope to receive an explanation for this prolonged delay in returning my money. Due to this experience, I am hesitant to make future purchases from Pottery Barn.

Two chairs were missing from my order #[redacted]. After resolving the issue, Brian Denning at [redacted] reordered the missing chairs on May 1st. This is the content of his email to me on May 1st: "Good Afternoon, I apologize for my delayed follow-up. I was out of the office unexpectedly. I am very sorry part of your order was not delivered via our freight carrier. Please let me know if there was any damage from it being left outside. I have also ordered two more chairs for the missing shipment. I will continue to follow your order to confirm that they are received. Please let me know if you should have any questions in the meantime. Have a nice evening." I am frustrated with the handling of the delivery and eager to receive the missing chairs. Thank you, Eva D.

Order #[redacted]96 was placed via phone with Potterybarn on 7/9/19. Regrettably, the item was sent to a previous address from 3 years ago in a different state. Despite numerous successful deliveries to my current address, this error has caused significant inconvenience. I have made multiple unsuccessful attempts to resolve this issue with customer service. The proposed solutions, such as traveling to retrieve the package or asking the recipient to forward it to me at my own expense, are unacceptable considering the mistake was on Potterybarn's end. As a loyal customer with a consistent purchase history, I find this level of service disappointing. I am seeking a proper resolution to this matter.

I recently ordered a set of King Sheets, but instead, I received a set of Cal King sheets. Upon calling customer service and speaking with Alex, I was met with rudeness. I expressed my confusion and concern about the mix-up, only to be told to try the sheets on the bed. I explained that I did not own a Cal King mattress and did not wish to unpack everything. Alex mentioned a possible typo in the order number and suggested that if I returned the sheets, I might receive another Cal King set. Frustrated, I asked to escalate the issue to a manager but was told none were available and that I would receive a callback in 48 hours. When I inquired about a manager's name, Alex refused to provide the information and abruptly ended the call. As a loyal Pottery Barn customer, I am disappointed by this experience and am considering closing my account. Your assistance in resolving this matter would be greatly appreciated.

I placed an order for a comforter and shams in early November. The comforter was delivered, but the shams were missing. Kayla from customer service informed me that the shams were expected to arrive from Santa Clara, CA, between Nov 11-13, but they never arrived. The delivery date kept changing. Tawanna M suggested I cancel the shams and initiate a return for the comforter since the full set was not received. I am looking to proceed with that now. My order number is [redacted]46. I had a lengthy hold time on the phone and got disconnected.