As a previous PB CS rep, it is not the PB CS reps. It is the company as a whole. They block us in the system preventing us from doing any cancels on items shipped from a manufacturer. Crazy thing is, On website they fail to let customers know what is shipped straight from manufacturer and what is not. It's a huge issue on the company and their policy.
Made an order on Friday 11/12 literally just for a stupid duvet cover and shams. $325 almost. On Tuesday morning when their CS opened (not even 2 business days later) I requested to cancel the order. They claimed on the phone that they put in the cancellation and sent the request to the vendor. The next day, I get an email saying they sent a cancellation to their vendor but could not guarantee. BS because there is no way my order could already have been in the process of making when they didn't plan to have it shipped for almost 2 months in mid January. So I sat there thinking sure, it's canceled, because i had received no further updates. Today, 12/20, they charged my bank account for money I don't have. I checked my email-no shipping confirmations or any other order confirmations of any kind. I checked their site, they claim the order has shipped and will be delivered thursday. I need my money back but looks like I'm SOL. Trying to open a dispute with paypal and get my money back before rent gets taken out.
I have literally spent over $5,000.00 for Pottery Barn merchandise since September. One of my order was 2 Mickey Mouse Pillows. Shortly after I received them, they went on sale for $21.00 a piece less than what I paid for them. I called to have the price adjusted and I was told I would have to ship them back and reorder the pillows.They said they would charge me $12.00 for shipping if I returned them. No where in their shipping policy does it say there is a charge for return shipping. I will dispute that with my bank.I told them that I do lots of business with them and this isn't about 2 pillows but the thousands I have spent with them in the last month.I have 6 pending orders that I have canceled and I refuse to business with Pottery Barn. My money will be spent where I am treated better and not getting ripped off.
I purchased 2 x Lucas Bar Stool from PB (w/intl shipping to Singapore) early Aug. Received delivery of 1st bar stool on Aug 20 but it came with a broken leg. I reported it to their Intl PB customer service by email with photos of the damaged stool and Peggy M of their customer service confirmed that that a new one will be sent as long as I return it using the return instructions from Borderfree - which I did on Aug 22. Coincidentally, the 2nd bar stool arrived the next day. After that I sent an email reminder asking when I will receive the replacement order - to which they replied that the replacement has been issued and that the shipping will take 5 - 7 days at Borderfree. On Sept 6, I sent another email reminder asking about the replacement and was informed by their Peggy M, that it has not shipped yet with an arrival date to Borderfree between Sept 12 and 15th. On Sept 15, I sent them another email and told yet again by Bree S, that UPS is anticipating delivery to Borderfree Warehouse on Sept 16. After that, it was nothing but silence. I made a couple of calls to the Intl Customer Service hotline and was told that they will call me back on my mobile after they speak to the supervisor. Again, radio silence. On Sept 27, I demanded the status of the case and only to be told by Celena K, that it appears I "have received a refund on Aug 30...the return was made and created however when the replacement was issued in Borderfree, it was marked as for a return refund credit and not a replacement in their system". I checked my credit card statement but NO SIGN OF REFUND UNTIL TODAY!!!!! Georgia G then told me to contact [email protected] for help regarding the refund status. However, Anup @ Borderfree told me to go back to Intl PB Customer service because the products, Consumer experience, return & cancellation policies are all managed directly by pottery barn. WTF!!????!!!
Hi All! I purchased a custom-fabric chair from Pottery Barn in person at the store, but did not get charged for it. The PB Associate that placed the order incorrectly entered my contact information, credit card information as well as ordered the wrong chair (which I did not realize until they called to set up a delivery date and request an updated payment information). I do not want the chair; do I have any recourse? Any advice is greatly appreciated. Thanks in advance!
I bought a buffet and a cabinet in April, and it's now under process of building. They are not custom-made, I just picked the color. My new house doesn't have enough space for a cabinet, so I wanted to cancel on the first day of July, but they said they can't cancel it since it's under the process of building. Instead they said I could refuse the delivery when I get the delivery call. What's the point? it's before shipping, but why I can't cancel one of my order?
I am extremely disappointed with customer service from Pottery Barn. I purchased a Twinkling Twig Tree in Dec 2020 and it quit working in May2021. It worked for less than 6 months. I had purchased two one is still working fine. The CS rep said there is nothing that can be done, there is no supervisor to talk to, cannot reorder it, cannot refund, they do not stand behind their products, even if defective, so I just have to eat the $189 plus shipping that it cost me. Really. After 20 minutes of debating with her, she did find a supervisor and she did offer a merchandise credit. Really? Terrible terrible terrible customer service! What has happened to this company??
Sure wish I had seen this page before I placed an order with Pottery Barn. Placed an order in January, called a few weeks later to cancel because I wouldn't receive it until May. It was a special order but the customer service rep assured me that the order was canceled and I shouldn't worry. Last week they charged me for the item. I called and was told that the cancellation was not authorized. I never received a phone call or an email. After speaking with a supervisor, they agreed to refund the item and send an email with the reference number. Never got the email. Called again to get the email re-sent and was told that the shipped would not be refunded. Why not? It is not my fault that they cannot communicate properly. Ugh, the communication with this company is awful. Personally, I would never buy from this company ever again.
I am refurnishing my home and have ordered from several companies as part of the process. I have not has any issues with any of the other companies I have ordered from. Just Pottery Barn.
I purchased a $1,099 rug from pottery barn. I receive one notification on February 13, 2021 that the rug has shipped and will be delivered between February 25 ad March 1. I receive no further communication from Pottery Barn. On March 9, 2021 I call Pottery Barn customer service to see why I have not received my rug. Pottery Barn customer service responds by saying that the rug was left outside of my home on Baltimore City on March 3, 2021 and that they would not send a replacement or refund my money.
The issue that I have with this is that the delivery people from Pottery Barn (assuming that they are not lying about leaving it in front of my home) did not even knock on the door to alert me to the delivery. Instead, they elected to leave the rug outside of my home on a heavily trafficked portion of sidewalk right next to Patterson Park in BALTIMORE CITY without so much as a knock on the door! I never saw the rug that I ordered, but allegedly it was delivered and now I am out $1,099 without any rug to show for it.
DO NOT TRUST POTTERY BARN OR THEIR DELIVERY PARTNERS. THEY WILL RIP YOU OFF.
Pottery Barn has terrible customer service. I highly recommend not buying from them. I received a Stafford table that was severely damaged. It took over 3 months to receive a replacement table. When it arrived the delivery team only tried to replace part of the table and spoke Spanish so there was a language barrier. I knew they had a full replacement on their truck. Once they did bring in the whole table there was a manufacturing defect that ran along the length of the table. When I pointed out the defect they all of a sudden understood and spoke English and said my husband did it. I called pottery barns customer service and they created an order to have the table picked up when I wanted to exchange the table instead. I started receiving calls from rider to schedule a pick so I call customer service again. The did nothing to pick the problem and said I now have no choice but to have the table picked up, with no possibility for an exchange. I will never buy from hem again.
Pottery Barn is the worst company ever ?. Their customer service is horrible. As a matter of fact there really is no reason PB should even have CUstomer Service department considering how they treat customers.
I ordered bedding in early November that was back ordered until mid January. I had no problem with that but before I received the merchandise I saw that it was reduced further. When I called for a price adjustment they said NO. The reason I was given...that is our policy.
I was going to return it when I received it and repurchase it but they do not have free return shipping. Bottom line.... they wanted me to drag a king size comforter plus pillow shams back to the store which is no where near my residence so I could return it and then re buy it.
Are you kidding me???
Just purchased some awesome bedding at Bloomingdales on line for less than what I would have paid at PB
Ordered a robe online at PBTeen. We found another one that my daughter liked better and I called to cancel the order same day. It had not been shipped yet but I was told it could not be cancelled and I would need to wait until it arrived and ship it back. Three weeks after I shipped it back I got a refund of $33. I paid $46 and they took out the rest for shipping! No where did I see this in the policy. If I'd have known that I would have just kept the damn thing!
Very disappointed with your store because I purchased an Ipad cover fowor my Ipad and it did not fit and no where did it say that you could not return an item on sale which it is dumb because your ipad cover did not fit but I won't be shopping at your store forsure If I had know this was going to happen I would not shope on line at your store.
On 7/3/20 I bought a couch, however sales rep charged wrong amount of $2920.68. This transaction was cancelled and a new charge was made. The original charge has yet to be refunded / voided and I am being told it can take up to 2 weeks. This is unfair and unacceptable. I have called the help desk numerous times and have spent approx 2 hours on hold, with no luck. The store manager is useless and tells me this is company policy. I would not be upset if this was a small $ amount and they would have been upfront about this when the order was initially cancelled. Not telling me it will take 2 weeks and then charging my card for a new $ amount is unfair. Please be aware when doing business with Pottery Barn.
I bought a crib conversion kit from Potter Barn Kids, total cost was $99.51 with merchandise, shipping & tax. I was unaware that this was a "kit" & upon receiving I contacted customer service to return. Well I received a refund of $74.38 from original purchase of $99.51. I contacted PBK Customer Service (after 20 minutes was disconnected & then reached a csr after 30 minutes!). The Rep explained that PBK does not refund shipping, okay, but they also don't refund State Sales Tax. I was dumbfounded! I explained that I had never heard of not refunding sales tax and asked "why". She explained that's how we handle returns. Never again!!!
Pottery barn is the worst for customer service I have ever seen. I ordered a children's tea set for a birthday gift. Immediately the status was back ordered. I tried to cancel the order and found no possible way to do it online. I called their customer service and so far I have been on hold 1 1/2 hours of listening to music. When will I realize that they have NO INTENTIONS of answering my call. Then I see comments from other customers that they will NOT cancel an order. They require that you receive it whenever and then return it. ABSOLUTELY UNACCEPTABLE!!! I will never order from them again. My recommendation, stick with Amazon. They know how to treat their customers.
I purchased a Anywhere Chair from Pottery Barn Kids and 4 days later it went on sale for 25% off. My product has shipped but I haven't received it. I called the call center to get a price adjustment for the sale price and the lady I spoke with said she couldn't do the adjustment until the product was physically in my hands & finalized & to call back then and they would adjust. I told her that shouldn't be the case my card was already charged and the sale may be over then. She put me on hold and a new lady told me they are unable to do a price adjustment. I then asked to speak to a supervisor and a new lady came on and said they would do a one time price adjustment but in the future that I would have to return the item and repurchase the product. When looking up their policy they do a one time price adjustment on the product. Terrible customer service and a phone call that lasted over 30 minutes.
I ordered a sofa in the beginning of June. With an estimated delivery of mid to end of July. As time went on the estimated delivery kept getting pushed back. I went into the store I ordered it from and they made a call and it was finished, just sitting in the warehouse. The warehouse was suppose to call me in a few days and set up a delivery. A few weeks went by and I called the store and they told me the warehouse had emailed me n been calling me. (Somehow they knew how to get a hold of me to pay for it, but not to get it). I ended up getting an appointment for delivery, and the morning of delivery I got a call saying it wasn't getting delivered because of a quality issue. I went to the store to see what was wrong with it. The store manager didn't have a contact for their warehouse, she couldn't tell me what was wrong with it or where it was. I choose to get my money back (which takes 14 days). It's been one week, hopefully I get my money back with no issues. This seems like a more common issue with pottery barn lately. I don't know what's going on with pottery barn, but they have went down hill. There is absolutely no communication. I wouldn't be surprised if they're going out of business or some kind of transition.
I will never be ordering from Pottery Barn again. I ordered a couch back in July and was told that it would be delivered mid September. I have continued to track it on a weekly basis online and the delivery date never changed. However, the day it was stated on the website went past and nothing happened so I reached out to them and the day I reached out to them the delivery dates "magically" changed on the website to November. They are refusing to cancel the order and are telling me the couch started being built on the day I contacted them (the original date of delivery). I was informed that delivery dates are just an estimate but my response is that twice as long as the estimated delivery date is completely unacceptable. It is literally the poorest customer service I've ever experienced and I will never buy anything from them again. I would not have ordered a couch that was going to take four months to arrive.
I ordered a cabinet from Pottery Barn back in April. They continue to push back the delivery date and will not let me cancel the order. It is supposed to be here by August 15th. I doubt I will get it by then. If they push it back again I'm not sure what to do? How can a company just not deliver an item and refuse to let me cancel my order? Isnt that theft?
Placed an order very late last night and forgot to put in the free shipping code. Called in the morning and was told order was lock so they couldn't do anything. Well I respect this is PB policy but still the policy is very unfriendly towards customers compared to other online stores I have shopped with. Will not buy from PB again.
When you return a gift that you received to Pottery Barn, they do not provide a merchandise credit right then and there. They will *EITHER* credit the recipient (which is not always preferable) *OR* issue a merchandise credit (gift card) and send it to you in the mail ... six weeks later. This is not an ideal return policy for a received gift and you shouldn't have to wait for the merchandise credit - you should be able to walk in the store and exchange the gift that you received for something else.
Also, as others commented, Pottery Barn *SHOULD* include product reviews on their site.
I have done a lot of business with pottery barn.. When calling about the Asby Sleigh Bed, I was given to 5 different departments and hung up on 3 times. The problem is the bed has started to squeak, I called Furniture medic like they advised. They said the wood had split on the siderail. Repair is 225.00 the tax. I called potterybarn and they just kept hanging up..The bed was purchased in 2011. Pottery Barn does not stand by their products. This is a problem. I have purchased many pieces from them. This wood is defected and potterybarn should pay for repair or replace. They will not even get on the phone and talk with you. I have now been on hold for over 25 minutes waiting for a supervisor.
Purchased two custom matching couches from Pottery Barn one year ago....now we see that the material we chose from their selection is pilling and cusions are not wearing well at all. Very expensive couches with such poor workmanship and shabby material! Stay away from PB!!
Purchased an expensive wooden furniture item at PB which subsequently cracked and was returned. PB collected and issued a merchandise credit. Since I haven�t had an opportunity to use it, I decided to gift part of it to my son and his wife who have recently purchased a home, only to discover that I may not use a merchandise credit to purchase a gift card...nor may I get a check reimbursement for the value of the card! Bearing in mind this was a piece of furniture that was faulty, I am appalled by their position and, once I use the credit, I will NEVER shop there again!!!
Worst customer service ever! I ordered 2 of the same personalized item, by mistake of course. I emailed customer service w/in 15 mins, called w/in 20 mins of the call center opening, to cancel 1 of the items. Two different reps on 2 different phone calls assured me they would cancel the order and/or cancel the personalization so I could return 1 item. None of that happened. They refused to let me speak with a supervisor. I called 3 times and emailed 3 times and still received the 2 items. I'm out $90; nobody would take the initiative to help me. I will never order from PB again!
I wish I read these comments earlier! I ordered sheets for my grandsons and the day I received they went on sale and for it was a difference of $60. US which is $100. Canadian. In order to get the sale price I had to return the sheets and reorder. It has been 10 days since PB received my return and no refund. They have not responded to 2 e-mails.
I ordered a couple items through PB online. Two days later these items went on sale. I called and spoke with customer service and was told they do not price adjust! What a terrible policy from an otherwise reputable product line. Any other company will price adjust within a certain time frame. Change your policy!!! Very dissappointed!
Wish I had read these comments before ordering. HORRIBLE customer service and return policy. Like some others on here, I never was asked if price on order was ok. Once I received the email confirmation, it was incorrect. I immediately called customer service who said i couldn't cancel order and had to wait until I received the item in order to then return it. I haven't received it yet but I'm just waiting for them to tell me I can't return it when I try returning it. I will NEVER order from here again. My daughter needs bedding and as much as I love their bedding, I will purchase it elsewhere. Horrible company to deal with.
I purchased an item for $25 on the PB website which I received Today. The item was very nice so I decided to get another one. Went online and found that the item was priced down to $9. Also, I could only purchase it in store. Unfortunately, there is no store anywhere near me. I called customer service and asked if I could either buy another one (answer was "sorry, we are sold out. You can only buy another one in store"). Then I asked if I could get a price adjustment. The answer was "no, because you already received the item".
When you google "pb price adjustment" it states that they will do this within 30 days. This is UNTRUE. PB will ONLY do a price adjustment if the item has not been delivered yet. I find it disappointing. What I will say though is that the customer service lady was very friendly and apologetic. I also like their items and will continue to buy PB items.
I ordered 2 blankets that were on sale. I immediately tried to cancel. They would not let me. The order was not even prossessed yet. Come to find out no exchange or refund because it was on sale. I am stuck with them. Also, they charge outrageous prices. Then put them on sale and won't honor the difference if you just purchased. Pottery barn is a name only. I don't like them or how they do business. Paying off my card and shutting it down. Won't purchase another product from them.
I WAS given a price adjustment on something I ordered and hadn't yet received which was great. Amount to be refunded was around $40. Having said that, it's been two months now and still no refund. I have called on 5 different occasions to ask about the refund. Person on the phone says that they are not sure why the refund hasn't gone through yet. They then push a lot of keys on a computer, put me hold, etc. and then tell me they have rushed it to the attention of an approving supervisor and to wait about a week and it should show up on my Visa. And then..... NOTHING. On the last phone call, I asked if I could speak to a supervisor or if there is someone I could speak to as I would like to complain. Answer - nope, there is no one you can speak to. WTF. Has this happened to anyone else?
I purchased a mini teepee on line from your store in December 2017. The item was back ordered and did not arrive until December 21, 2017. My son returned the item (unopened) to your store in Frisco, Texas on 1/6/18. On that day, my son was told that the amount would appear on my Amex statement in 5 days. I recently noticed that only $60.22 had been credited back to me. Yesterday, I received a Pottery Barn Gift certificate for 94.58. I did not want a store credit as I had complied with your store policy for refunds. I would like to talk to someone about this.
Back in 2002 I ordered a couch from Pottery Barn and they delivered the wrong couch weeks later (was not the sofa bed I had ordered). I recall it was one of the most stressful demeaning and frustrating experiences ever with a retail company. So I should have remembered this when I ordered a duvet cover from them this past Sunday (marked down with price ending in .99 which means it can't be returned). The very next morning I realized I had an extra duvet cover in storage that I'd forgotten about. I immediately called to cancel the order, and was told that it might not be possible but because it was already the next day and they had to contact the verndor. Lo and behold, Thursday (4 days after placing the order), I get an email that the order has shipped! (Even though the original order was to have arrived today! Didn't ship til today so obviously they just delayed it.) And they had 3 full days to cancel it, and didn't even bother. Pottery Barn is still the same unethical company they were from the very beginning. Sad to see nothing has changed. I hope they sink and go out of business, but they overcharge for crap to begin with and there are enough consumers to keep their dismal company afloat. What a bunch of thieves. Never again. Screw you Pottery Barn.
Returns and refunds? Ha! I made a purchase and the price never showed to give me the option of whether I wanted to pay that amount or not. When I realized the cost was fifty dollars for a thirty dollar item (and the coupon did not work) I decided to cancel the order. I called PBK within five minutes and guess what, they refused to cancel it. This item is a baby gift. What am I supposed to wait for the recipient to receive it and have them send it back because I got ripped off! I will never shop with this company again!
I purchased six red white and blue Stars and Stripes beach towels. I just washed them and the red faded all thru the white stripes. They are not the quaility I expected from Pottery Barn. I no longer have the receipt as I did expect to keep them. Please advise how to return this inferior product.
Ordered an item on line using a giftcard. Waited for several weeks to get it. Get it and decide its not the right look I want. Bring it to the store for an update xchange. Salesperson tells me no problem she will get the return going while I shop. I pick out my new item thinking i will use the credit towards the new item. A second salesperson (1st one went on break) says no you will be issued a merchandise credit in the mail. I was fine with a credit but wanted it at the time of return. Truly unbelievable! I am as a good customer...not anymore.
On November 22, 2016 I returned a picture frame for refund, and the refund has still not been credited to my credit card.
Purchased a velour comforter in the fall of 2015...ticket on comforter said machine washable....after the winter season, I washed it....WHAT A MESS...all bunched up & would no longer lay flat on the bed...this item cost about $400...will NEVER shop at PB again.....Merchandise clearly defective...what a rip off!
I purchased a sofa online on 9/3/16, the sofa was going to take 8 - 10 weeks to make. I found out from a friend that purchased furniture from Pottery Barn that it was poor quality, so I cancelled the order the next day on 9/4/16 only to find that they would not allow me to cancel the order. They told me that they have a "no return" policy for furniture. I explained that I had nothing to return and that the furniture had probably not even been started to be made. I was canceling the order not returning an item. I have tried calling numerous time only to be told the same thing. I am stuck with a $2200.00 sofa that I don't want.
I bought an item that is non returnable, however it came damaged. I would like to exchange it for one that is not broken.
I Could Not Read The Tracking No. On The Site Printed From Your Mailing Label . I Hope You
Are Able To Read This!! ( I Was Raised In Biloxi).
TWICE they have had an item on backorder, sent the credit back on card from original purchase BUT the system re-orders it and as it's now out of stock it is credit-ed back as same price as original. The problem is that on the second system re-order they add additional tax and shipping for a product that never comes. Check your statement because they don't refund them back correctly. I've called back twice now and can only get fuzzy math answers and that they don't owe me anything.
Did not get my refund!!
I purchased several items as a gift for my mother, several of which needed to be returned. I took them back to the store, told the clerk to put the amount back on my credit card, which she agreed to do. No charges were ever credited to my card - instead, a gift card was mailed to my mother. I never shop at Pottery Barn and neither does she, and now I have almost $200 credit. I specifically asked to have the returns refunded to my credit card, and was told that it was no problem. Not very happy.
I have had nothing but excellent service from Pottery Barn. I ordered something online. On the day it was to be delivered there was a message from UPS stating they could not read the label and the item was returned to sender. I called PB and was told another item would be sent out overnight at no charge. It was shipped out right away and received the next day. Today, a week later, I received a duplicate item. I called and am returning it to Pottery Barn. I don't need two and I would feel bad keeping it. I will continue to do shopping online with PB
I read everyone's negative comments on returning items and bad customer service - so I was expecting the worst when I realized I needed to return two dining room chairs that had shipped to my house. Long story short, customer service was very easy to reach via phone, they arranged to have all items picked up and returned at their expense, and then promptly credited my account the full amount in less than 3 days after I returned the items.
I will no longer do business with Pottery Barn because they do not allow price adjustments on items that go on sale shortly after purchase. I consider this an insult as I have purchased over 10 thousand dollars worth of merchandise from this company. I will take my money elsewhere.
Your so-called customer service is deplorable. I will NEVER order anything online from Pottery Barn again. I purchased a pillow online that when I tracked it, said it was not in stock. So, I then cancelled the order as I had found what I wanted somewhere else. Low and behold, what do I get in the mail, the pillow order I had cancelled. Now I want to return it and there's nobody home. I have called your customer service numbers 4 times and waited in excess of 15 minutes on each call and no one answered. You should be embarassed. Now I will return the item and hope that I actually get a refund (I don't want a store credit, especially since I will not be shopping at Pottery Barn again). If I do not get my credit on my card in a timely fashion, I will make formal complaint against Potttery Barn. What a dreadful experience.
I placed my order on November 30th of 2015. My credit card was charged on December 2nd of 2015. My first delivery date was December 8th 2015. Then in a few days my order said it was unknown when my order would be delivered. That is when I started calling to find out what was going with my order. Each time I called I was told a delivery request was being sent to order fullment department. This happened three times, finally on December 23rd I sent an email stating that there "must be someone within the company that was intelligent enough to tell me where my order was". At that point I received an email stating that a replacement order was issued, however one of the items was no longer available and a credit was issued for that item! I would be receiving my order on December 28th. Which meant that no presents for my grandaughter on Christmas. On December 27th I received an email saying my first order was shipped complete!!! So not only did I get the replacement order, but I also received my original order. I will be returning the replacement order tomorrow. Pottery Barn has several problems within their company during their busy Christmas shopping season that need to be addressed. This will be my last order from Pottery Barn until they get their issues resolved.
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I echo the same sentiments as others on PB's short sighted price adjustment policy. The price of the item we ordered dropped from about $925 to about &650 and they wouldn't even entertain the idea of a price adjustment to the point of being rude. Even if they want to maintain this policy perhaps some consideration (like some portion) or even a credit on future buys. But no. PB got their money and as far as I am concerned it is the last they will ever see from me. By the way, my two girls are 8 and 10 and we have many years of spending ahead of us.
I have received two jewrely boxes. I ordered a grey one,but received a gold one . I would like to return the gold one.I thought I'd wait to see if I would receive the grey one----It came about a month later.(Grey One)!!!!! I got charged for one and today I received a bill for the other one.I don't need two!!!!!
Horrible customer service! PB charges shipping even when they don't have items in stock. They then send an email following day offering free shipping when I have already paid. They also refuses price adjustment when an item reduced in price, and I have not even received the item yet. I will not shop at PB online again.
Awful customer service. A patch added to my sons lunch box with personalization is falling off. I ordered it 3 months ago, it has been used under 2 months. As it is past 30 days they will not replace it. Buy from here you are paying for brand name, not quality craftsmanship and materials. With awful customer service icing the cake, I will not shop here again.
I am very dissatisfied with the online shopping experience and the return policy for Pottery Barn. I ordered curtain clips and took advantage of a free shipping promotion. I received the clips later than expected and was charged $25.50 for shipping and charged $37.50 for the clips. Now that I want to return the clips they won't reimburse me for the total costs.In addition, I didn't read any conditions for returns but I'm told the return shipping is not free of charge for the reason I'm returning the clips! I will not shop online again.
I have always been a loyal pottery barn customer ... However I now feel my loyalty to the brand has been foolish !
Pottery barn does not value customer loyalty !! Pottery barn has a very near sighted approach to customer satisfaction .
My recent experience has been an eye opener to me .
Pottery barn no longer issues price adjustments ! I haven't even received my order .... The item went on sale for less than I paid . Pottery barn will not honor the sale price .... Even when my order was just placed and the product has not even been delivered !!!!
In the future I will shop in places where the customer is appreciated !
Pottery barn you are sooooo yesterday !!! Your brand is forever sullied !
In May i ordered a lamp for my bedroom dresser. It came in good time, but was way too large. I sent it back and ordered a smaller one which came and worked well. Today (June 22) a large pkg arrived. It was the original, too large lamp sent back to me. Now I am in the hassle of trying to return it. From earlier comments I don't expect much help.
speaking from experience a UPS Employee, if you have an item you are shipping back to any company, that company must either provide a return label with their account number, or they need to give you the account number to have the returns billed to. If they don't and they tell you just to schedule to pick up and have the packed items sitting outside of your door, what will happen is, at least I know from UPS standpoint. You as the shipper will receive a bill for the items shipped. PB or any vendor needs to make sure they are doing their due diligence to make sure the returns and not only processed correctly internally but also as it relates to shipping the item back. Just a FYI for everyone in the future
Half of my order was on backorder which was not received until three weeks after the date I was told it would ship. Due to dissatisfaction with the ultimate look, I called to get a Return Authorization Number but was told my Order Number was all I needed and to repack the items and leave the box at my front door for pickup between 9 AM and 7PM the following Monday. Considering the amount of theft of items left at front doors, I hope this works.
The PB return site doesn't work. There is no way to access and print out a UPS Return label. I had to call customer service and convince the representative that there was a problem with the site. I asked if she would be able to process my return at her end, which she did (I hope). My instructions were to repack the item, include the invoice in the box and leave on my front porch for UPS pickup tomorrow. Will keep my fingers crossed.
This is my last time to shop at Pottery Barn. I called to get help on my order and the young man told me what to do and he would take care of things. Needless, to say he did not and the person I talk to today blame it all on me because they failed to put on their computer what actually happen. I received 2 orders of the same thing today and it was all my fault.
I have bought a couch from you recently, lamps, pillows, but no more. The pillow cover I ordered was said to have shipped out on July 11. It arrived at my door today, July 21, looking like it had been chewed apart by a dog after being delivered to the wrong address. The cover is damaged. Done.
DON'T BUY FROM THEM. Horrible. The quilt I got certainly not what I would've expected in quality. It said cotton, but it must have been some extremely low thread count, very cheap cotton. Gave me a hard time about returning the item but finally agreed. It reached them over a week ago and I still have no credit, tried reaching their customer svc and waited on hold for 12 minutes. If nothing soon I will file a report with the BBB.
DO NOT NOT NOT ORDER ONLINE FROM POTTERY BARN. I ordered a duvet and shams online. Have never ordered that way before. When I got the duvet I didn't like the quality of the fabric, it was rough and I am. not used to bedding of such poor quality. My invoice said to contact the return dept for info on how to return. The website listed did not work, even after several attempts. I called customer service & asked if I could return to a store and they said fine. I only opened 1 sham and did not take it out of the package. I could feel that it was rough. The salesperson at the store took the items and said no problem, he would issue a credit. Today I got a gift card, NOT A REFUND TO MY CREDIT CARD!!!!!! I don't ever want to shop there again so the giftcard is useless to me. BIG RIPOFF.
I'm the three-gift-card complainer of previous comment. Is my face RED!!! The three gift cards were - not from a family member as I first thought - but from Pottery Barn!! If I can get back to our local store before they expire, I WILL purchase that $30.00 item My apologies, Pottery Barn - you do have class. You apparently just need some customer service training for certain of your employees.
Received three $10.00 gift cards. Went to local PB store and picked out a $30.00 item. When checking out, I learned they would not accept combining the three cards - I could only use one gift card at a time. There is nothing in a PB store for $10.00!! In addition, the cards will expire the end of this month. I have not checked with PB yet, but doubt they will refund money spent on the gift cards. What a scam! And probably legal! Very disappointed in Pottery Barn - thought they had more class.
The SDL Iphone 5cvr and Kindle reader is not the quality
befitting Pottery Barn! I have shopped the San Francisco
Bay area PB Stores for many years and NEVER saw or received such poor quality as these I received.
Please refund my credit card.
Thank you
I agree with everyone else. This is NOT a friendly policy for the purchaser. I ordered the wrong drape panel and needed to exchange it for one that cost less. It was my mistake, but the package was not opened and will ship back as I received it. STORE CREDIT ONLY for the EXCHANGE?! I've always been a fan of Pottery Barn but this changes how I view it.
This is nuts. It is so far from the norm that I didn't even think to check the policy as I hadn't even unwrapped the pillow shams I'd ordered yet. Now, I can't even exchange them! Unbelievable. I certainly will look elsewhere first for anything I'm thinking of buying in the future....
...They literally fell of the grommet. When I contacted Pottery Barn to let them know what happened and to ask for a refund, they said the 90 day period had expired and they couldn't do anything. I told them ... said next time I should get them cleaned within the 90 day period!! I can't shop their anymore, I can't buy from any business that doesn't care about their customers and stand by their products. A 90 day refund period is too short for products like draperies and rugs that...
... over the phone without a single apology. The next week I discovered my card was charged for the order and I was sent an email scheduling delivery. I called Customer ... I could not keep the couch, that the order was cancelled and my card would be credited the full amount. I was furious. Before I could call, I received a call the very next morning, asking me when I'd... time and struggle and was finally given confirmation that the order was indeed cancelled and a refund had been sent to my account and should show up tomorrow. I will never order anything from Pottery Barn again. This company is a ...
...email didn't indicate whether my furniture would be delivered via UPS or personal home delivery - it's UPS. UPS delivered in several 75 lbs. boxes, which I had to get up the ... unpack -- took me several hours over 4-5 days. PB did not give me an...& can't carry it) & drive it 1.5 hours to a store to return it. HELLO??? I was put on hold for 20+ ... she was working to have the furniture picked up & returned on my behalf. I get my money back, except for S&H, which is fine by me! ... arrangements (home delivery vs. UPS) and return policy before ordering. Some of their furniture...
... YOU will be responsible for ensuring you get delivery. PB only cares about charging you. They act as if they have no control over their suppliers - can't get their phone calls returned, can't give you an ETA to save their lives. They lack competence. ... don't say i didn't warn you. One last thing: The PBK store in U Village in Seattle is AWFUL. I had to watch their spectacle of rudeness as the manager impatiently and rudely barked at a trainee as she showed her how to ring a gift card. Seriously ridiculous.
... unprofessional customer service representative, Karen, on the phone yesterday. I had returned some items I previously ordered online (PB Teen)and I supposed to have a credit of $30. I got a merc. credit card for $10. So I called and Karen took the call ... was really very unacceptable customer service behavior. I will be returning the rest of the items on the order and will think twice about ...
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