Pottery Barn customer service reviews

Read the reviews below to see the experience other people have had when dealing with customer service from Pottery Barn.

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Viewing Pottery Barn customer service reviews 26 - 50 out of 62
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02
Jan

Posted by Anonymous


on 1/2/16 at 12:17PM

I placed 2 orders in October 2015 that I needed to return. These orders were returned and received by Pottery Barn. I did not receive credit to my account for these returns made in October until late December 2015. I had to call customer service and your associated bank to inquire about the status of these returns before any action was taken to refund my money.. I have continued to make purchases with Pottery Barn during this period. I have always paid every bill on time and in full.. I called customer service in November to see if I could ju st pay any outstanding debit after the returns and was told I needed to pay every bill in full..



This is terrible customer service and I will not purchase anything from your store until this hSbeen resolved and even the with great caution.



I have been a loyal customer for May years and a. Very disappointed in your service.

26
Dec

Posted by Anonymous


on 12/26/15 at 4:40PM

I placed an order on-line and the next morning decide to cancel. I was told I would be charged the shipping cost and surcharge ($89.90). So in less than 24 hours I am paying almost $90.00 for changing my mind. How is this superior customer service? I have yet to get a response from Pottery Barn. Any business worth their weight can waive any undo expense to their customers...if they value them. Mary Timson

16
Dec

Posted by Anonymous


on 12/16/15 at 1:38PM

Its literally impossible to get in touch with an actual human on the phone. Ordered two Christmas gifts from them that were supposed to be shipped over 2 weeks ago. My account has been charged yet no items have shipped and I can't even get in touch to fix it!! Worst customer service ever. Will never shop here again.

08
Dec

Posted by susan


on 12/8/15 at 10:05PM

Hello, I am a customer of Pottery Barn. Have been for years.Have ordered on the phone and online and have never experienced anyone rude, that is except for today. I am absolutely livid with the service that I received.. I did try to buy on line but your site would not take the information and today was the last day for free shipping,, I had no choice but to continue speaking with her.. She was rude and nasty.. She quoted me what the price and all I asked her did that include the tax. She said,"Ma'am i told you it was with the tax." I was afraid if I said anything to her she would definitely sabotage my gift.. I think the next time i want to order from i will think twice. You need to hire people who are more people friendly..Have a good holiday, Susan

05
Dec

Posted by shoppingfool


on 12/5/15 at 12:36PM

Ordered a bed on 10/13. Cannot get an update. Holding my credit card hostage but no information and no bed. Today I was told they "are not allowed to contact the vendor". I wish I had known that when I ordered a bed in preparation for company over the holidays. Now I have a choice of ordering elsewhere and owning two beds for one room, or hanging on to a wish and a prayer, because information is not allowed. They refuse to cancel the order, allow me to speak to a manager, or provide an update. I didn't realize Pottery Barn was a substandard company. I realize now.

03
Dec

Posted by Anonymous


on 12/3/15 at 7:04AM

PB has been my go to store for basically everything in my home. The new return policy is unacceptable. In this day and age, I can go to too many other places who ship free and do not charge a return processing fee. What happened to placing a return sticker on the box and mailing the return. Is it assumed that if we have to place a call to initiate a return label for a UPS pickup that many people won't bother? It will be an absolutely last resort for me to order anything from PB in the future. I am so disappointed.

25
Nov

Posted by Anonymous


on 11/25/15 at 7:01AM

I have mentioned this several times to Pottery Barn customer service and all I get is standard lip service. It's nice that PB offers these 20% discounts site/store wide, but it doesn't amount to anything if you don't get free shipping. (i'm not talking about the specific departments that offer free shipping with their promotions).
I'm not about to pay for shipping when other companies like Crate and Barrel also offer free shipping when they offer a discount on their website. When you add tax to the 20% plus shipping fees, it's no bargain, so, Pottery Barn, please get a clue. There are too many other shopping options out there which offer free shipping And discounts, so get on board, or go home. I won't buy anything at PB until they change this policy.

23
Sep

Posted by Anonymous


on 9/23/15 at 6:08AM

Terrible customer service....impossible to get someone on phone

14
Aug

Posted by cj722


on 8/14/15 at 2:33PM

I have been trying to get the ship to address changed on an order placed on 8/12. I contacted Pottery Barn customer service 10 minutes after I had placed the order when I realized the items were being shipped to the last address I had sent a Christmas gift to vs. the billing address. Here we are two days later and multiple incompetent customer service reps and no resolution. The customer service reps are not knowlegeable nor do they know how to escalate to get the problem resolved. I will never order anything from Pottery Barn again. The epitome of incompetence!!'n

31
Jul

Posted by Anonymous


on 7/31/15 at 8:13AM

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. After another hour in the store the order was finally finished correctly. I asked when I should be receiving the bed, they said probably around 7/15/15. 7/15/15 came and went and I called Pottery Barn, they said they weren't sure where my bed was but I should get a call probably around 7/23/15. 7/23/15 came and went. I called again and they said again they weren't sure where the bed was, but I should hear something by the end of the month. Finally on 7/27/15, I received a call (more than a month later) asking when they could deliver. We agreed on 7/1/15 and my husband and I went about taking our old bed-frame apart and making the room ready for the new bed-frame and also decided my husband would stay home from work for the delivery. By this time, I had already received the bill from Pottery Barn, without even having the bed. While at work, I received the phone call that the delivery men were ahead of schedule and could come in 30 min to delivery my headboard which I was fine with. After I got off the phone, I wondered why the delivery man said head board and not bed-frame. I called the 1-800 number and asked Pottery Barn what exactly is being delivered and they told me only the head board. I asked them where the rest was and once again they said they weren't sure and I might receive it on 7/25/15. I was stunned, that would mean that Pottery Barn was expecting full payment on this bed before I actually received it and 2 full months would go by since the order. I hung up and told my husband to decline the head board and went off to a meeting at work. After my meeting, I noticed that I had a message on my phone. The message stated how sorry Pottery Barn was and that I should be receiving my full bed-frame by 8/5/15. What happened in the last hour that 7/25 went to 8/5? I called up Pottery Barn again and explained this whole situation from start to finish, not leaving a detail out. I said because of all this I do not want the bed. The person on the phone was very nonchalant about the whole thing and said he would get me a refund. I actually expected that they would try to make the situation right, but they didn't. I proceeded to ask him, "I know this whole ordeal is not your fault and I am not trying to sound mean, but everyone at the Pottery Barn seems fine with this situation and I want to know if this happens a lot." He told me it didn't happen often and it is a very unique case. I got my refund and hung up the phone. Since friends/acquaintances new I was getting a new bed, they started asking about it. I told them my story and believe it or not, people told me if they knew I was getting it from the Pottery Barn, they would have warned me. I have now heard 3 different stories of people stating the same thing happened to them. I will never again shop at the Pottery Barn.

27
May

Posted by Anonymous


on 5/27/15 at 3:31PM

Dear Pottery Barn,
We just received our new furniture today. First I should tell you this is the second attempt to decorate this room. When we received our first order, a sectional, we quickly realized it was not right for our room. It took only one phone call and you graciously, and without question, began the process of returning the furniture. We reordered and today we know we got it just right this time! The furniture completes this room perfectly. It looks like one of the rooms in your catalog. We have lamps and pillows ordered and that will be the final touch. I couldn't enjoy all of it without taking the time to thank you for your fabulous customer service. You went above and beyond with both your patience and your understanding of how to treat your customers. If you ever need a great looking room to add to your catalog I happen to know of one you might consider! Again, thank you very much.

17
Mar

Posted by Anonymous


on 3/17/15 at 8:05AM

I just hung up the phone with customer service agent... Attemp to find out if they receive my return package... She was short, interrupt me while I talk and kept sighing and clear her throat....just hung up.... Really need my credit so can reorder?

17
Jan

Posted by Anonymous


on 1/17/15 at 10:15AM

I am not sure why your emails show products that are no longer available. Case in point, the email I received today that displays metal alphabet letters. The only one available is an "I". What is the point of showing things you don't have.

10
Jan

Posted by Anonymous


on 1/10/15 at 10:27AM

I live in San Antonio I normally go to the pottery barn at the Quarry even though I am only 5 minutes from th La Cantera. Reason being you have the worst people working at this store I have ever seen ! Last Saturday jan 3rd I wa in the La Cantera store around noon for 45 minutes not one person greeted us, not one person said hello, not one person said can I help not one person said thank you when we left and yet they all walked by us and this isn't the first this has happened to us at this store yet the quarry store can't help you enough and they always say have a great day when you leave! I will never shop at your la Cantera store again and I think it's time for a staff meeting there! Wouldn't fly at our company treating people that way!

Rhonda Johnston

22
Dec

Posted by Anonymous


on 12/22/14 at 11:12PM

Signed on with my email to get a discount. Contacted Manhattan Beach store to see if the quilt I wanted was in stock. Put on hold for 15 minutes then someone picked up line and said I was not theres and put me on hold again. I Hung up and called back and asked that they not put me on hold again. Waited around 4 or 5 minutes on the phone and then was told the quilt was online only. I was not happy and if this weren't a gift for my daughter would not have continued.

03
Dec

Posted by Anonymous


on 12/3/14 at 12:09PM

I have been trying to order a picture for 9 weeks. Customer service is helpful however the supervisors are not accessible and do not return a call. When placing an order on line the vendor does not state the item is on backorder nor do they deliver on the date given. There are no follow up emails so I have to spend no less than 20 minutes on the phone trying to figure out when I will receive my order. I just want a refund check and go else where but that too seems impossible. Very frustrated.

01
Nov

Posted by nanny2six


on 11/1/14 at 9:59AM

I have spent time while waiting for someone to come to the phone reading reviews. I expected more from a company that has spread inter'l but maybe that is the problem. Too large for the little people. I am referring to Pottery Barn. Of course, they have eliminated so many humans for the damn automated answering. I refuse to follow their directions. Most of the time if you do not fit one of their categories all you get is "I don't understand or did you say ......... So many angry customers. Don't these Major Companies know that Customer Service can make or break a company during these times of financial difficulties. I placed an order the beginning of Oct. Received it - wrong item. Not a big problem. These things happen. I phoned and the woman was very nice and could not understand why they mailed what they did. She made arrangements for the wrong one to be picked up the next morning and ordered the correct one while I was still on the phone. Fast forward to two days ago. The 2nd order came. Same WRONG ORDER AS THE FIRST ONE! In fact my husband and I think it is the first one we received because this time it was more or less just thrown in the box without packing materials. And there was no shipping receipt or anything identifying the item in the box either time. Now I am passing the point of irritation and decided to do a letter with the photos of both items thinking maybe this will help but when I tried to email it - too many whatever they call them.. So I said no problem I will mail it. That is when my major search began and it is a wonderful site Contact Help is. I was not able to get a local address for the website orders (don't want you to know I think). Ready to give up after (not kidding) one hour; I came upon your site and figures why not. I was so excited to get an address. It was like Christmas morning when I was a kid. You did not have a local address for the website but you did have the Corporate Offices address in California. I had to do this once before and at least I did get a response and a nice one at that. I did not want it to come to this for such a simple order but I do not like being dismissed. As far as I can figure it is the distribution and/or warehouse or packing facility at fault here. I even included a letter in the return box giving them a quick explanation of what it should look like.....
Thank you so much for your site..... it saved me from having my BP skyrocket! Why do company's not want you to have their mailing addresses? I know they want emails and phone calls but sometimes as in my case, neither of those have worked.

14
Oct

Posted by Anonymous


on 10/14/14 at 5:49AM

I ordered a rug through a customer service representative yesterday as the website would not accept my correct address. One of the main reasons I ordered yesterday was due to the Columbus Day Free Shipping promotion. The customer service rep, Barb, assured me that I would not be charged shipping, and the promotion I received in my inbox mentioned that furniture was excluded but said nothing about rugs - of course I had checked that, since I was ordering a rug! I received my invoice via email hours later, and there was the shipping charge. I just spoke to a customer service rep who informed me that rugs are also excluded from the free shipping. He was very nice but very unhelpful. I'm awaiting a call back from a supervisor. Very disappointed in the bait and switch.

23
Sep

Posted by Anonymous


on 9/23/14 at 2:30PM

I have a $250 merchandise credit card from Pottery Barn and went to use it for the first time in the Pottery Barn, Edina, Minnesota. After one hour of waiting for this card to pay for our purchase it would not work. The clerks did everything possible for your card to purchase our items and after an hour we tried to use our ATM card and it did not work in your system. We were just about to say forget it we don't want your merchandise and finally had to pay for it on our credit card to our disappointment. This store is located in a very expensive town Edina, Minnesota and. I'm sure there were very disgusted loyal customers of PB. Now I ask you. What can you do for us.....perhaps a discount percentage or another merchandise credit card to keep our loyalty to PB? Hoping to receive an answer on our email: Thank you for your quick, professional response. Roberta Millercc

21
Aug

Posted by Anonymous


on 8/21/14 at 11:38AM

I am frustrated because for two days I have tried to place an order online but get an error message saying my email address can't be found yet I know you have the right email address. If I try to place the order as a guest I'm charged shipping when it's supposed to be free shipping. I called customer service to place the order, explained my situation and was told I would also be charged the shipping to order over the phone. The rep talked to a supervisor and the best they could do would be to charge the shipping and credit the shipping the next day. I didn't want to do that and risk not receiving the credit. While I was on the phone with customer service I checked and she confirmed by email address is correct yet I can't log in with it.

15
Jun

Posted by Carlotta


on 6/15/14 at 8:10AM

I was really excited when I spotted the 20 per cent off sale. I had wanted a lamp that you could put items into but when I tried to order it, I discovered that the processing cost was $21! Needless to say I will not be ordering one. This was an item that could only be purchased online.

13
May

Posted by Anonymous


on 5/13/14 at 2:27PM

I need to make a return. How do I find the return label? I have been to the website, but can't find it.
Thanks You,
Lois Hoover

30
Apr

Posted by Anonymous


on 4/30/14 at 9:56AM

I bought all new bedding at the Pottery Barn in Leawood Kansas. The sales person retrieved the pillow shams from the back and when I got home realized they were the wrong size. I took them back to the store and was told they don't have the euro size in their store but other stores have stock. I was given a list of stores to call and told I would have to pay shipping! I was not happy and called customer service and was told I would get a call back in 24 to 48 hours. This is the absolute worst customer service I have ever received! I will just return all of the bedding and buy my bedding at a store that actually cares about their customers. I will never buy anything from Pottery Barn or Williams Sonoma again!

22
Apr

Posted by Anonymous


on 4/22/14 at 10:24AM

I have an issue with an order worth over $7000 and there is not one person in customer service who has responded to us/helped us find a resolution. They all say they need to speak to a supervisor and get back to me and yet they do not call back or respond to voice mails or emails. The worst company ever.

13
Jan

Posted by Jack


on 1/13/14 at 9:47AM

Ordered an oval silver locket w/ engraving Christmas tree ornament for my kids in memory of their Mom who we lost this past year. I ordered it on 12/11 and received it on the 17th... the engraving was not what was ordered.. PB's mistake. I called them they told me to have it out the next day and UPS would pick it up and it would be replaced, it should get there before Christmas. At this point I was happy, even ordered 2 more for other family.
I received the two but not the replacement one. I called them on the 1/7 only to be informed there are no more and we will refund your CC. I ask to speak to a manager none available but one will call me. Yea it was a small item $22 but an important one.
I am done with them.

Viewing Pottery Barn customer service reviews 26 - 50 out of 62
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