Complain about a product or service

Pottery Barn

Michael of Marlboro, NJ October 30, 2009

In early September 2009 my wife and I ordered a crib and changing table from Pottery Barn's Madison collection in Espresso. Crib and changing table had significant differences in wood grain and stain color. Pottery Barn Customer Service provided little direction on how to proceed other than replacing a piece. The challenging part was determining which piece actually was wrong. I used the crib conversion kit as the tie breaker -- it was the changing table that looked to be the wrong color. New changing table was the same grain/color as the previous one and still did not match. I asked Pottery Barn to inspect the 2 pieces in the factory before sending, they stated the pieces came from 2 different factories and that it would be difficult and significantly increase the delivery time, 8 weeks+. I sent everything back and went with a local furniture store.

The local store's prices were cheaper than Pottery Barns, A and B rated manufacturers, and excellent customer service. The salesman in the store knew exactly what the problem was with the Pottery Barn pieces. They were different dye lots from different factories. This information was immediately realized by the local store -- Pottery Barn customer service had no idea.

Melanie of Naperville, IL October 13, 2009

I purchased the Seabury sofa and chair less than 2 years ago and need 1 1/2 yards of fabric to repair a tear in the arm of the chair. This is one of Pottery Barn's most expensive furniture sets. They still make the furniture and still offer it in the fabric I ordered. Their vendor will not supply any additional upholstery material for repairs. They will not make the repair themselves, although I offered to pay all shipping and labor costs, and a premium price for 1 1/2 yards of material. They will not provide the manufacturer of the upholstry so I could have it fixed elsewhere. What a sham. POOR customer service. Do Not Order Furniture From Pottery Barn. They will not assist with any needed upholstery changes.

Joya of DELTA, BC July 23, 2009

Pottery Barn advised custom ordered couch would be delivered July 1st. I advised July 1st was a public holiday and inquired if this delivery date was feasable,I was assured delivery would take place. July 1st delivery did not arrived. Since July 3 I have called P.Barn customer service probably 8 or 9 times, each time I call I have been assured someone will call me within 48 hours to advise delivery date.. Not one call was returned. July 17 spoke to sales associate in Vancouver BC who assured me someone would call back.Again no one retured my call.

Called store associate again July 23 at 10.30 am , she assured me her supervisor would call me back. July 23 called customer serviceat 1.800 #2.30 pm, I was told they were waiting for information from the manufacturer, I was told this 4 weeks ago.surley they would not work with some offshore company who don't respond within a 4 week period. Pottery Barn do not return phone calls their service is arrogant.They claim they want to keep up the tradition of Excellent Customer Service?? They have no service.This is the worst retail transaction I have ever encounted.

cynthia of raymore , MO July 21, 2009

outdoor chaise cushions, faded within 30 days in only partial sun; they were not walmart prices. called customer service to inquire about fading. Supervisor said they had no warranty, period. very dissapointed in pottery barn. I have always been a loyal customer and will never shop there again. Walmart would have stood behind these even. guess you don't always get what you pay for.

Linda of Greer, SC June 16, 2009

About a year and a half ago, I bought an Architect's Sectional Floor Lamp from Pottery Barn for 350. When looking in the opened package, I discovered that the "arm" in which the lamp hung from, was broken in two. I took it back and of course was given another one. In the middle of the night about six months later, we heard a big bang and there on the hardwood floor, layed the "arm" with the lamp attached. It was broken in the exact same place as the first one.

I took it back and it was replaced. The same thing happened a couple of days ago. Three lamps broken in the same place. I looked online on 6-15-09 and see that PB is offering this "discontinued" item for 99.00 saying that it is a "final-sale item, cannot be returned.Once placed, your order for this cannot be cancelled." I didn't buy a lamp for 350....I rented one.

Richelle of Hillsboro, OR May 4, 2009

I purchased a market umbrella and umbrella stand from Pottery Barn online store last October 2008. But we never got to used them until May '09. The stand comes with only one screw and we saw from the picture that has the actual market umbrella on it and with just 1 screw as well. So one sunny day in OR, we finally got to use it. But the wind blew hard and knocked off the umbrella and flew to our neighbor's yard. The stand didn't actually hold on to the umbrella. I called PB customer service and we're saying 'sorry, there's nothing we can do because those items were all sales final'. Its very frustrating to spend that much to items that we never got to enjoy from the start and far more cannot be used anymore. It's like our just flew with it on the air. Very bad!!! And bad customer service too..

Pierre of Beverly Hills, CA March 31, 2009

Pierre of Beverly Hills CA (03/31/09)
I purchased a Down Comforter from this store, it has been about 9 months...the feathers are coming out. when I went to return it, I was told that our policy has changed you only have 30 days to return a product. wow with all the money that I paid for it.

Natalie of New York, NY March 12, 2009

Natalie of New York NY (03/12/09)
On March 11, 2009, I called Pottery Barn to tell them a severe odor from the Ajanta tufted wool rug I purchased in April 2006. I had attributed my breathing problems that started about 18 months ago to the rabbits in my sister's home. It seemed that for a few days after returning to my NYC apartment, the breathing issues subsided but still remained. I now know it subsided because my windows being opened reduced the concentration of the odor. My doctor had prescribed inhaler and meds, and even suggested it could be stress related, which I knew was not the case. Meds were no help.

When I called Pottery Barn today, I urged the specialist to look into it, even though she told me the rug purchase was nearly three years. My insistence that what I was reading online about latex deteriorating over time is a defect & poor manufacturing prompted her to tell me she'd look into it and get back to me within a few days. Minutes later she called back & told me that they would arrange for UPS pick up of the rug and premium pad right away. Her supervisor asked if the rug purchase was made in 2006, as they had defects in rugs at that time and would replace it and the pad for the purchase amount, or give me a card with the same amount on it for other purchases. As we're required to have rugs in apts for sound reduction between units, I asked if there were any chance of the same odor developing and she assured me it only happened in 2006.

I went online and selected new rug, called & spoke with a sales agent and asked if I upgrade to 8x10 instead of 5x8 I currently have, will they consider price allowance for the breathing issues, meds, doctor visits & threatening my sister's rabbits with ideas to shoot them (lol). The sales agent is looking into it and will call me tomorrow. While I'm pleased Pottery Barn is taking back the rug and pad, they did not answer why I was not notified of the defect. Obviously, Pottery Barn - like many businesses - cares more about profits than the health of their customers. Lesson: call and be insistent! Fortunately, this was not a drawn-out battle, but does that mean it's because PB knows it's a greater health risk than I even think? I am very concerned and seeking more information. Please help.

Severe breathing problems, headaches, dizziness, nausea. Doctor prescribed inhaler and meds, although I have no history of any breathing issues/allergies. I lost my long-time high-end job over medical issues not being resolved. As long as I keep my window open with an exhaust fan running constantly, the symptoms are reduced but still compromising.

Report Your Experience
If you've had a bad experience -- or a good one -- with a consumer product or service, we'd like to hear about it. All complaints are reviewed by class action attorneys and are considered for publication on our site. Knowledge is power! Help spread the word. File your consumer report now.

Share		Follow us on Twitter.

Back to the top |

Terms of Use Your use of this site constitutes acceptance of the Terms of Use

Advertisements on this site are placed and controlled by outside advertising networks. ConsumerAffairs.com does not evaluate or endorse the products and services advertised. See the FAQ for more information.

Company Response Welcome If complaints about your company appear on our site, we welcome your response. Please see the Response Form for more information.

For more information, see the FAQ and privacy policy. The information on this Web site is general in nature and is not intended as a substitute for competent legal advice.  ConsumerAffairs.com Inc. makes no representation as to the accuracy of the information herein provided and assumes no liability for any damages or loss arising from the use thereof. 

Copyright © 2003-2009 ConsumerAffairs.com Inc.  All Rights Reserved.    The contents of this site may not be republished, reprinted, rewritten or recirculated without written permission.