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October 2025 by Kevin Padnes
I’m writing to warn other consumers about Capital One and Pottery Barn’s deceptive and unethical billing practices.
Pottery Barn charged my Capital One credit card months before my merchandise was shipped or delivered. Despite the fact that I had not yet received the items, interest charges began accruing immediately — essentially forcing me to pay for products I didn’t yet possess.
When I contacted both companies, neither took responsibility. Pottery Barn claimed it was “policy” to bill at the time of order (even for back-ordered items), while Capital One refused to adjust the billing date or reverse interest charges — even though the Fair Credit Billing Act (FCBA) protects consumers from being charged for undelivered goods.
This practice is deceptive and unfair. It misleads customers into believing their order has been fulfilled and penalizes them financially for delays entirely outside their control. Charging for merchandise not yet shipped is not only unethical, but contrary to the spirit — if not the letter — of consumer protection laws.
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August 2025 by Karina Cejas
Stopped by in the store from New York and needed help locating items I saw online in the store. Not one person greeted or offered assistance in the store. I passed by a family looking for assistance as well.... walked right out!
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October 2024 by Karen Perry
Disappointing service. We went in to look for a chair. Nearly every chair we looked at was between $1,500 and $2,000 but the sales person couldn’t tell us which fabrics were available for that chair or which were more or less expensive. To further frustrate, she tossed us two fabric books to look through and then proceeded to tell us most of our selections were unavailable in that chair. We truly came in ready to buy but left with own samples and nothing. We bought our couch at Room and Board, where we were lucky enough to work with a designer who helped us pick both the couch and fabric with ease and confidence. We had hoped for a similar experience. Disappointing.
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May 2024 by Herber Rauda
Excellent quality
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December 2023 by John Cardinale
Fun store to walk through and shop at the grove
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November 2023 by Tara B
We went in today and were ready to buy 2 large rugs, but not one person came up to ask if we needed any help. Every time we come into this store, I'm waiting for a different experience, but it's consistently the same, terrible customer service. I love Pottery Barns merchandise, but I'll just order through their website. Would rather do that than give this store my business. We then went into West Elm, 20 mins before closing, and they even stayed after closing to help us. Guess where we're buying our rugs?
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September 2023 by Jessica T.
I bought a pottery barn couch and it SAGGED and BOWED a year later. they don't have reviews on their website anymore for a reason. Don't buy from here it's cheap furniture. I called customer service and they refused to help or even offer a partial refund. They told me to call couch medic at my own expense! You can get better furniture cheaper elsewhere. They must be going out of business soon to take down reviews from their website!
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August 2023 by Sarah Lienesch
I just walked into this location of Pottery barn in Shrewsbury NJ on Sunday 8/27/23 with my boyfriend to look at couches and I was extremely disappointed. Not one sales rep or employee (there were about 4-5) working there acknowledged our presence, said hi, or asked us if we needed assistance. The store was basically empty. We were in the store for about 10 minutes looking around we found a couch we liked but literally no one came to help us; on that principle alone we left to go look at other furniture stores because the vibes in that store were off putting and stuck up. Whoever the manager is of this store you need to change the way your employees greet customers and assist because I received neither of those two. Highly disappointed at this location. I hope others have a better experience or maybe it was just todays specific staff.
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August 2023 by Sarah Bowen
100% agree with other posters who state they've been snubbed. A worker asked a lady by me if she needed help. Lady said no. She then turned to me, looked me up and down very obviously and turned away. Unbelievably rude. Will head back to Roche Bobois where they appreciate their customers.
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August 2023 by J Binbow
100% agree with other posters who state they've been snubbed. A worker asked a lady by me if she needed help. Lady said no. She then turned to me, looked me up and down very obviously and turned away. Unbelievably rude. Will head back to Roche Bobois where they appreciate their customers.
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June 2023 by BCL
Customer service at this location is extremely rude, as if my being there is an inconvenience. I’ve been to this store several times in the past few months and every time it’s the same negative environment. I don’t know if it’s everyone that works there or if it’s just the old, blonde lady with the confrontational attitude. Either way, she shouldn’t be working in customer service and I will no longer be shopping at Pottery Barn. Also, they are misinformed about their products. If you’re not sure about something, double check with corporate. Don’t take their word for it. I was told that I couldn’t return something that was well within the 30 day return window and I had to fight with them to take it back for no reason.
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May 2023 by Faith Link
I could not give 0 stars so I gave 1 star. An all round terrible experience. Staff at the store snub customers, letting us know we aren’t good enough to shop at their store. It’s very strange. I’ve never experienced this at other Pottery Barn stores just at Shrewsbury. I have several pieces of Pottery Barn furniture in my house. Only 1 was purchased from this store. I had purchased a second piece but that turned out to be an absolute fiasco. Followed by various excuses and a condescending attitude from the store with no resolution, and complete indifference from corporate customer service, I decided it was best not to shop Pottery Barn anymore. Ethan Allen has beautiful furniture too. Plus Ethan Allen customer service is really top notch. Do yourself a favor, if you are going to purchase anything from Pottery Barn, don’t go to the Pottery Barn in SHREWSBURY. Skip it. Go somewhere else. Anywhere else.
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April 2023 by Barbara B
Customerservice was not very helpful. I had to return three times to the store to do my own measurements.
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March 2023 by Barrie G.
I am posting this in hopes that the PB CEO Marta Benson will see this - I want to tell you about the nightmare that has been my experience in dealing with Pottery Barn since ordering a sofa and 2 chairs in JUNE 2021 from the Shrewsbury NJ location. My final replacement order arrived last night. In true Pottery Barn fashion since this ordeal began, the communication has been nothing short of god awful. I received an email stating my chair would deliver last night. No one ever called to provide a delivery window. The delivery people showed up at 7:30 pm last night. Had I been out of the house, I would have completely missed the delivery. I've been dealing with a Sr. Retail Team Lead. I have an email telling me I am going to be credited back $1045.40. I paid my bill well over a year ago and at this point, want this back in a check (not a credit to my account) and I want to call it a day. I do not plan on ever shopping at Pottery Barn again because of this horrific customer experience. I've been delivered damaged furniture which started off the entire problem which included a moldy sofa. No, you cannot make this stuff up. Our performance fabric began developing black spots.... we noted upon delivery that the sofa was damaged as we saw a water mark and also the black fabric underneath was torn up (not what I'd expect for a $3K piece of furniture) and one of our two chairs was also delivered damaged. The delivery people noted this and put in a replacement request. The water mark turned out to be a mold/mildew issue which worsened. We took the bench cushion to the PB location on King St. in Charleston and showed them. They helped to get a new sofa ordered which once again, took forever to arrive. I've waited longer than I've actually sat on the furniture. We also noted that our "performance fabric" chairs were not performing at all and were wearing and pilling. Those too were scheduled for replacement, again beginning the waiting game and more nightmares. I asked for both chairs to be delivered together for the replacement. My father worked in the garment district in NY and if there's one thing I know, it's that if fabricisn't cut at the same time from the same dye lot there can be color variances. Well guess what.... first replacement delivered, even though the order was scheduled for TWO chairs. I was told the 2nd chair was LOST. Again, I cannot make this stuff up. Once again, I had to deal with your retail team customer service and had to have the chair re-ordered, again, another wait and I made it clear that if the chair showed up and the match was off, every piece of this furniture was going back to PB. EVERY SINGLE PIECE. So, last night, the chair was delivered and once again, guess what, i cannot make this stuff up.... the TWO original chairs are still sitting in my house as they had no room to place it on the truck last night. Now, I have to deal with customer service AGAIN and the pickup is not scheduled until 4/3 (i barely have the room for the extra chairs) however cannot occur sooner. I want to add, for the number of times i've called customer service, i've been cut-off or disconnected which just adds to the sheer frustration of dealing with this. I thought I was buying quality and "the experience." To be honest, as someone who manages a major national retail account for a global CPG brand, I can tell you it was as far from that as you could get. In fact, PB should be ashamed that this is how it treats its customers and takes zero pride in fostering a relationship to make a customer want to come back to furnish additional rooms or for that matter, to recommend them to a friend. I can tell you that based on my experience, that definitely will not be happening.Message...
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December 2022 by David Greenberg
I love this place!!! Excellent selection of home goods.
