Complain about a product or service

Pottery Barn

Brook of Santa Barbara, CA November 23, 2009

I tried canceling an item within minutes of placing an online order. After two e-mails and three phone calls, the supervisor Marlon told me very snippily that they would not refund either the shipping or return costs. I asked if this was how PB treated customers in a down economy, and he snarled, "The economy is just fine. You should have read what it says about being sure your order is correct."

Mark of Dansville, NY November 18, 2009

My wife and I had discovered green glassware, "Rustica" was the style. It was a color we had been looking for to complement our dinnerware. We made an initial purchase of eight of each size, and then had relatives purchase some for us as well. We are gentle users, yet we have had to purchase more to replace several that either cracked or broke into pieces. I sent an email to Pottery Barn and told them that the quality of their glassware was inferior and we would like to either have them replaced or refund us.

At this point we are in over 200.00+ for what we have purchased. They emailed back and told us their return policy was thirty days. They gave the usual large corporation answer that we want our customers to be satisfied, yet reiterated that the thirty day policy still stands. The first sales staff we dealt with at the Eastview Mall store in Victor New York were very snooty and rude when we asked if there were any discounts for purchasing large quantities. The told us "We do not just give discounts to give discounts".

The final story to this is they did nothing to help remedy the situation, plus now, to the best that we can tell, they have discontinued the glassware. This glassware was ten dollars each, more than some crystal, and we made the purchase due to difficulty in finding the particular color. What a mistake. Judging from many others that have suffered from poor customer service and substandard products, someone needs to nudge them to close up shop.

Poor quality products combined with no customer service means no business. Every day we find another glass with a crack or chip. It is a good thing we didn't get rid of our old glassware, it is likely we will have no chice but to switch back.

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.

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