Pottery Barn

Bait and switch delivery times. Guarantied our bed would be arriving in a month, but changed it to two months at the last minute, expecting it to change to 3 months at the last minute again because there have been no updates on the tracking status since purchase. When calling in to ask about it, the on hold voice recording repeats "all of our agents are busy" seemingly every 30 seconds. Irritation level 11/10, guessing its by design.

Be aware that you'd still be charged for a return shipping fee even if you drop off the item at the store because they are claiming that the item would be returned to the States. It was nowhere mentioned on the website and I had never been charged for such a fee when returning an item in person.

Don't purchase curtains there! Initially, I received a shorter curtain. Upon returning, no apology was given. The replacement curtain was yellow and appeared used. A terrible experience for a $214 single curtain! I'm not even addressing the uneven lining that pulls the curtain to the side. I'll never buy from this "made in China" place again.

Why I haven't checked the reviews before placing an online order? !
They are so bad, after 10 days for just couple of small items, have charged $29 for shipping, still no update on delivery date! I called the CS and got more disappointed, it is coming from US and will be here in next 10 days? So sad, It would be my last experience with PB.

DO NOT PURCHASE LARGE ITEMS TO BE DELIVERED!

We ordered a bed by phone from the Vancouver store on February 18th! The bed was supposed to be delivered between Mar 6-20. They took payment + the $300+ white glove delivery fee but the delivery date kept being pushed and it was finally supposed to be delivered today (May 8) but when the delivery driver arrived he realized he brought a set of drawers and NO BED! We called customer service and they do not have the bed in stock. The ask is that we check the catalog and order something new. After waiting 2 months, why would we want to order again? !?

Human mistake is normal but perhaps implement some check points so the ppl running the warehouse see a bed on the order sheet and load a bed, not drawers!

When we made the order I expressed my concerns to the lady selling us the bed (based on the negative reviews) and she assured me that it is rare for this to happen but after our experience I can add to the negative reviews and prevent someone from having issues. TRUST the review, take your $$$ elsewhere!

The most pathetic lot ever, waited 2 months for a delivery only to find they sent the wrong piece to the warehouse. Now I'm have to wait another month. No compensation just "sorry ". Pathetic

Extremely poor customer service. Mistakes made by PB sales staff that caused me considerable inconvenience and a waste of my time, yet no apology forthcoming; all I received was attitude. Must be nice to have such a successful business that they can afford to treat customers like garbage. Won't be going there again

I would give zero stars if I could. What a horrible, unethical company. I made a purchase last fall, the item was on a sale. I got an email a month later saying my order was canceled because it was out of stock. I thought that’s weird because it’s still on the website but now it’s full price. So I ordered the item for full price to see what would happen. Well that order is being filled. So why was the original order canceled? I’m guessing when an item sells well on sale they canceled all the sale priced orders and then resell the same item for double the price. What a rip off! Pottery Barn is an unethical company who participates in illegal advertising. I’ll be making a formal complaint with the BBB.

Absolute worst customer service I've ever experienced. Delivery arrived 4 hours later than scheduled and 1.5 hours after they texted saying they would be arriving in 10minutes. When I called customer services in the afternoon for an update on when the delivery arrived I was yelled at by the customer service rep.and then hung up on. When I called to follow up with the head of customer service, Amy Stafford I was told that she was on the phone and would call me back as soon as she got off. That was 5 days ago. I would never anything online from them again.

Super appreciative of the staff’s patience with me changing my mind and doing several exchanges. Everyone has been kind and helpful ~ thanks!

Although I’ve never had an issue with purchasing items from the store itself, the delivery service and the central customer service that they ask you to call with any issues is absolutely atrocious. I don’t think I’ve ever had a worse customer service experience. This is in comparison to restoration hardware just across the street who have been excellent - I only wish that we had purchased more from them and less from pottery… honestly - even ikea would have been better.

We’ve purchased our bedroom and dinning room furniture from pottery barn, which took 3-4 months to arrive. When it did arrive, the delivery and assembly company (AMJ home deliveries) assembled the bed with two drawers that wouldn’t close and with leaving black stains on the fabric headboard. They only assembled 3 of the 8 chairs before they said they had to leave for another delivery and that they would call to reschedule. When I didn’t have a call back, I called the central customer service number a total of 6 times. Each time I was assured that AMJ would reach out and schedule a time for re-assembly of the bed as well as completion of the chair assembly. Each time I would wait for 4-7 days before calling back because I hadn’t heard from AMJ. During my last call, they had actually set a time and although I had cleared my schedule to make time for this, no one had showed up.

Honestly, this company has gone down hill quite a bit in the past few years to the point that I would suggest avoiding at all costs.

The worst customer service I have seen ever.
I ordered a table lamp online and the website shows the light is available in stock and will be delivered in 2 weeks.
I did not receive it after 20 days and I called the customer service line. They said there was an issue in the system and they will ask the support team to push my order.
My order has been pushed week by week and now after 5 weeks after my first talk with customer services, I have not received the light yet. I asked customer service to talk to a manager or a supervisor 3 times and they said they will call me back but I have not received any call yet.

It is 2 months now and I have not received the light yet.while the first day they said it was available in stock.

EXTREMELY awful experience dealing with this company. I ordered many furniture items and have had numerous challenges along the way. Once they took my money and order, for he experience went downhill. I will never purchase from them again once this order is complete and warn prospective customers to stay away. There have been significant issues with customer service, quality control of items and damage during shipping/delivery. No one at the company cares about me, their consumer.

Beware of ordering from Canada! Still waiting for my furniture. Its been 8 weeks and even tracking isn't working. Neither Pottery Barn nor the delivery company can give me answers as to where my products are or when they will be delivered. This is pathetic and completely disorganized. What kind of business are you running? I have sent thousands on a new bedroom set and they can't even update my online account to show my order.

I paid Pottery Barn in full for a REED bed that I ordered on November 24th 2021 and I still do not have the bed on September 21,2022. I have been told different stories from multiple PB representatives about where it is and why I don't have it but today was my breaking point.

Long story short, they cancelled my order because they said my credit card was expired, which it wasn't. After realizing their mistake they gifted me "white glove" delivery at no charge and ordered me another on February 17th 2022. After calling them monthly asking about the status of my order I finally got a call from AMJ deliveries to schedule the bed to be delivered (10 months after I ordered the bed).

I made sure to get rid of my other bed in preparation for the new one to arrive. Upon delivery the gentlemen working for AMJ let me know that they could not assemble to bed because they did not have the headboard. They called their boss who's response was to call Pottery Barn to see where it is. So the men left and I have a huge box in my bedroom and no bed.

I then proceeded to call Pottery Barn customer service only to be disconnected 3 times. On the 4th call I asked the representative Lara Lawal (946704) if I could speak with someone in management or customer retention because I've got a long story and I am requesting compensation or my money back. She refused to let me speak with anyone in "leadership" saying she will speak with them herself and have them review my case.

After waiting on hold Lara came back to tell me they reviewed the case and told me they did not know the whereabouts of the headboard and it had to be ordered again. She apologized but still refused to let me speak to anyone in management. Told me to email them.

Here's the worst of it. Lara told me that PB would NOT discuss compensation with me until the headboard has arrive and the bed is fully delivered and installed! This is insane in my opinion. You took my money almost a year ago and now you won't even let me talk to anyone about getting it back? Does anyone else not see how crazy this is? 3 huge errors on their part, still no bed, and no-one cares.

Be very wary when ordering anything from Pottery Barn. I am only writing because I am hoping someone in any position of authority will see it and rectify this situation (order#2427504).

Nice stuff but customer service is lacking. High base standard shipping fee with no option to ship and pick up in store. I ordered an item back in May that has STILL not arrived. First and last time I will ever place an order through their online store.

Customer service HORROR STORY. Do not, and I repeat, DO NOT purchase anything big from Pottery Barn. If you're lucky, you might receive it in a years time and you will receive absolutely no communication about where your products are or when they will arrive. Calling the customer service number won't do anything for you either as they just tell you the same generic message every time you call. I can't believe a company with this horrible of customer service is still in business.
I placed a large order over the phone from this location 5 months ago and im still waiting for some of my product. (Was supposed to have arrived 3 months ago). I have contacted PB about it no less than 9 times and I know no more about when my product will arrive than when I first started contacting them 3 months ago. I also recieved incorrect product from them, which is still sitting in my home 2 months later, waiting to be picked up. One of the items i ordered was a custom product (which i have received thankfully), however i recieved absolutely no communication from PB about it: no order confirmation, no invoice, no nothing. When i asked them if i could please get an invoice sent to me for my records i was told they couldnt find anything in their system? ! But yet somehow they managed to take the money out of my account for it. Unbelievable. Dont go near this place unless you are buying something in stock that you can take home with you right then and there.

I’ve had the worst experience ever with this company. The level of incompetence is extremely high and the customer service is a joke, at best. I am still waiting for a refund for an item I never received. It’s almost 2 months already. Stay away if you can! They only have overpriced mediocre products. The stores are mostly just for display.

Manager was not have fully information and I bought the stuff and no one explained this is FiNAL SALE. They said it's on receipt, we don't get receipt before buying the products. Watch this store in Sale Time this is scam. And one item broken too they said they can't do anything.

More Training need for MANAGER please help her do lie to customer please.

I will never go again this store

Deceptive in-store pricing and return policies. Of my 3 visits in 2020, each time a manager was required at checkout due to pricing discrepencies due to the fault of the way the product is merchandised in the store. Pricing is unclear and inconsistent.

Deceptive online ordering with exhorbitant shipping/delivery fees and zero customer service to back things up when things don't arrive on time. Not talking about a 2 day delay on receiving and order, 30+ day delays and not even a refund of the shipping fees.

Horrible service all-round and this place is now off my housewares/home-decor list.

Items are unique and seems like being an American brand. Items are more expensive than the similar stores, however some of them are outstanding!

We absolutely love the service and our new organic tensel towels! THE SOFTEST organic towels yet! We love this store and looking forward and hoping organic tensel robes and shower curtain will be produced in the near future! THANK YOU!

I just wanted to say thank you to Elizabeth at the 2600 Granville street store. I recently bought 2 floor lamps but received 3. Elizabeth gave my name and number to her manager Mike and a few weeks later Elizabeth phoned me to let me know that Mike was looking into my situation and would call me back asap. Mike called the following week and was surprised that I still had the lamp. Again he said he'd take care of it and as of this afternoon I still have the lamp. I just phoned the store for a third time and the lovely Elizabeth informed me that Mike was on holiday in Hawaii. Because this has been almost a 2month journey Elizabeth has taken care of the lamp issue for me. Please share my heartfelt comment with her and I would recommend you keep your eyes on her. I feel she's definitely management material. Thank you so much for your time.

Some smaller items are extremely dusty. Bought some bowls that they had to bring out from the back storage upon purchase and they had them wrapped up without me taking a look at them first. When I got home about 2 hours away from the store, found that one of the bowls was shaped irregularly and the colour was off so it stood out from the rest of them. Irritated but had to go back to get one exchanged which was another 4 hour round trip. When we went back for exchange, that bowl happened to be on sale, but they didnt give that bowl to me for the sale price because it was easier for them to just grab another bowl and have me go on my way than it was for them to take that bowl back as a return and make it a new purchase which then would have rang out as a sale price. I went around lunch time on a weekday, store was completely empty so it wasnt thay they were too busy to, they were just too lazy to.

Great selection of furniture and very beautiful, unique and luxury items. The staff is very friendly and helpful. They guide their customer in better way but cost is very high.

Great selection of home decor. The staff are friendly. It is good to go back to visit this store, there is always something new to see. If you are lookin for small gifts, there are plenty items to choose from.

Very disappointed and frustrated. The table and lamp I wanted was not in stock so the salesclerk said she would order it for me and have it delivered to my house within 2 weeks. 8 weeks later (after multiple mix-ups, piecemeal deliveries, my return of un-ordered item, and me calling frequently because even though they say they will find out what's going on and call back they don't), I am told that the order for my lamp was canceled. Oh, and the lampshade that they delivered must be returned-can I drive it back to store for them (45 min drive from my home). The store personnel gives no help, saying it's an online order, therefore there's nothing they can do? ! Customer service is completely lacking.

Great place for Halloween stuff, Christmas kids decor. But best to come after the season for sales otherwise very expensive.

Pottery Barn Vancouver was a retail sanctuary while completing my degree at UBC. Huge selection, friendly and helpful staff, and frequent sales. You'll always have a piece of my heart!

I was really upset on my first first as the salesperson completely disregarded me and didn't listen to what I wanted. As I really wanted the furniture they had and couldn't find anything elsewhere to my taste I decided to go back and try a different person. I talked to a floor manager (Mike) that was great and listened to me and was able to get me a much better answer. I was initially looking into a single piece but came back after reviewing my plan and bought 3 pieces of furniture. Dealt with Darci that was very nice and gave the attention to my requests. Changed my review to positive after this last experience. Recommendation: If you don't like the person that is serving you look for another one. They have unique products that is difficult finding elsewhere.