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December 2023 by Alana Schaafsma
Pottery Barn shipped my order to someone in Colorado (I live in Canada). I was told my order would be reprocessed and I would receive it on November 21. That day came and went and I did not receive it. I called on the 22nd, I was told I should receive it that day or the following day, nothing. I called on November 25 and was told my order was never reprocessed. I requested a refund on my shipping cost at the very least (what am I paying $24.50 for anyway?) I was told that was not possible and they would offer me 15% off my items…when I checked the website my items were currently 20% off. Order cancelled and will not be shopping there again. You would think being such a big chain they would have better customer service.
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November 2023 by Danielle M Power Scanlan
BUYER BEWARE.After ordering a $3,000 bed frame…. the first one we received and had their “white glove service” put it together had black hand stains all over it, scratched up pieces and rips in the fabric at the back. The people who put it together said it came like that from the factory…. Not entirely sure about that…But then with the replacement bed we got we told them NOT to put together because we didn’t trust them… the bedframe was in better condition but there was a small stain, HOWEVER the bed frame literally was not made properly. It’s missing holes for the dowels on one side of the bed…. It’s perfect on the other piece but forgotten on the other side.Not sure what’s happening in their manufacturing and warehouse but the products are just terrible quality for the price you are paying…
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November 2023 by Michael Sloan
My partner and I ordered multiple rooms worth of furniture from Pottery Barn. Our bed arrived 3 months after we ordered it which was expected. Unfortunately, the bed frame was faulty and could not be assembled by us or the technicians who came to set up the furniture. It took a full month for another technician to come who was unable to assemble the faulty bed. We have called Pottery Barn numerous times and their customer service has been less than helpful. Countless hours have been wasted on hold only to have no solution. We just want to sleep in our bed that we ordered months ago. Now we are being told it will be another 2 months for a new bed which they won't order for at least another 48 hours until we send them a third round of pictures. Absolutely infuriating customer service. Very disappointed.The only bright note was JR who served us in Vancouver. He was excellent and was extremely helpful. Unfortunately with Pottery Barn, their customer service stops once the sale has been made. CAUTION buying from this brand.
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November 2023 by Susan Hyatt
I have recently redecorated two large areas in my home and once again Pottery Barn came through to me with every need to finish and decorate the rooms. The service is Outstanding and always with a Smile and the decorators are very qualified and give excellent advice.Susan Hyatt AuthorBest Dressed Tables
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November 2023 by shawn rousseau
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.
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October 2023 by Mariah P
Incredibly disappointed with every step of my customer experience. Ordered some candle holders for tealight candles (in the title was "Candleholders"). I wanted to see if they were dishwasher safe before purchasing, and no where in the product details (where any warnings, product materials, or care instructions should be) did it say anything about how these can only be used with artificial tealights....??? Completely misleading. They should be titled "Candleholder for Artificial Tealight Candles". Was not able to return as they were final sale.Also they arrived all gross and dirty. Every single one of them has greasy finger prints and the varnish colour is missing spots, and inconsistent. Looks like a dollar store product. If they cant even get candleholders right, I'm most certainly never buying anything from here again.
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September 2023 by Nimisha Virani
Have had a horrible experience with Pottery Barn Canada. We placed an order for two beds and two nightstands on July 26. We are still waiting for them to be delivered. The estimated delivery time has come and gone. We've called Customer Service and were told the estimated delivery time is just an estimate even though it was a 2 week window. They are unable to tell me where the items are or when they will be delivered.For the price I paid for the items and the quality and customer care you would expect from a company like Pottery Barn. VERY disappointed in their customer service and will never buy from here again.
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September 2023 by Oleksandra Burkatska
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.
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September 2023 by zoe Tang
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.
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September 2023 by Merrilyn Cook
Beware of return policy . Purchased a pitcher which I thought was glass on sale (my error). Returned item. Original charge to Visa was $64.90 . After all said and done with shipping fees and another "fee" , I was refunded only $35.04. I am thinking I should have kept this overpriced plastic pitcher. Now an ex- Pottery Barn customer.
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September 2023 by G Nik
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.
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August 2023 by David M.
I recently purchased a sofa, loveseat, pouf and several cushions from the store on South Granville. The staff couldn't have been more off hand, verging on obnoxiously rude. I spent over $10,000 and they didn't appear to give a care. I had researched the fabric samples and styles on line so I knew what I wanted but I couldn't believe how rude almost everyone I interacted with was. The manager was pleasant enough but he only appeared when the woman I was dealing with couldn't navigate the ordering system. I love my furniture but it was delivered with no feet. It took several calls, of increasing intensity, to have them installed. All in all, a poor experience. Next time, Restoration Hardware.
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June 2023 by Leigh Anne Milne, RMT
In 2005 I purchased a fabulous PB sofa. I was so pleased with it I decided to replace it with a new one in 2022. The sofa I received is cheap. The foam stuffing was advertised as memory foam but it is the cheapest least resilient foam ever. After barely year of gentle use the foam core is collapsing. That and the overall style is less than expected. For the price I paid I am hugely disappointed in my investment. I made the purchase online in 2021 when shopping was challenging. I will not shop with PB again.
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June 2023 by Jessica Reigh
I just had an incredible customer service experience with Pottery Barn Kids. I was having issues getting a sale price with an online purchase. I emailed costumer service (after 8pm) and got a reply within 15 mins asking me to call them. And their call centre was OPEN! At 8:30pm! Amazing! Chad, who helped me, spent time trying to figure out what was going on, found solutions and ultimately was able to get the product sale price back for me. I was very impressed and haven’t had customer service like this in a long time. Other retailers should take note.
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May 2023 by Camila Swinyard Lara
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!
