Sumatra Bedroom Set
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Page 6 Reviews 130 - 160
S of Yulee, FL Verified Reviewer
Original review: Jan. 11, 2021
I can't BELIEVE I am having to resort to leaving such a poor review about these companies Pottery Barn and West Elm. To all the other consumers who have also been scammed by these guys thank you for sharing your experiences so we know we aren't alone! I ordered two rugs from West Elm on November 21,2020. First one arrive within a week, second one was on clearance and was said to arrive a month later December 21,2020. Also ordered two chairs from Pottery Barn and they sure did take our money and then say the chairs were "back ordered". So sad.
Folks, something is wrong with the parent company of these stores. They are essentially promising goods that are not being delivered. They charged us $170.00 in shipping fees for a rug that almost two months later we STILL have yet to see. Pottery Barn took our money on dining chairs from a "warehouse sale" that now mysteriously is I guess an empty warehouse because now the items are back ordered. I've wasted all this time waiting on a rug that apparently will not be arriving. Just checked my order and yup....it has been pushed out another month. I'm sure it will be the same story with Pottery Barns "back ordered" shipment as well. We now are preparing to move into our new home and will not even be at the address these goods should have been delivered at if it had been in an honest and timely manner. What an absolute waste of time and unnecessary cause of stress to loyal customers.
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Erica of Fort Mill, SC Verified Reviewer
Resolution response: Jan. 17, 2021
After sending Multiple emails to their Customer Service email, calling Customer Service Multiple times and sent emails to the higher ups, I was able to have my order Canceled and have gotten a Refund my purchase. Erica from Customer Service was able to verify with the Delivery Company that my bed was Never delivered. I did ask her, "Did they tell you why," and she told me no. That's crazy because consumers like myself like PB's product and it's unfortunate that you WILL NEVER get it! I still recommend Not To Buy Anything from POTTERY BARN, It was my first and last time being one of their consumer! Good Luck to those who will continue to buy with them.
Original review: Jan. 9, 2021
Purchased a bed 11/15. Was told it would be delivered 12/7-12/12 but would receive an email to actually schedule my actual delivery date. But that was changed changed to 12/17-12/21. After waiting 1 month I finally was able to pick an actual date for it delivered on 12/26. Since I purchased my bed with Affirm, I had paid 1mth of purchase. When 12/26 comes I find out my delivery was canceled without ANY calling me to find out all of the Material wasn't on the truck!! That is very disheartening.
After sharing experiences on Social media and sending emails, someone scheduled ANOTHER delivery today 1/09/21 and what do you know, NO delivery!! I have spoken to many people in Customer Service and NOT 1 person is competent to handle my situation. I have a Point of Contact who assured me that I would be getting my bed today but that was a complete lie! I have sent 2 mails and left a voicemail for the person to call me because I no longer want the purchase and to be credited!!! I wish I could file a corporate complaint about POTTERY BARN, they are absolutely THE worse company to order anything from and I will keep writing bad reviews and comments on Social Media. Word of advice to ANYONE who wants to buy something from Pottery Barn, DON'T. Trust Me, Spend your hard earned money with a company who deserves your money and time because POTTERY BARN isn't that company!!!
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Pottery Barn response
Thank you for reaching out to us with your concern. Please accept our sincerest apologies for the
frustrations this has caused. I completely understand your disappointment and that's definitely not what we
want our customers to experience. All inquiries are reviewed and taken seriously as we are working hard to
ensure a positive shopping experience. Please send your order information to support@Potterybarn.com We would like to help.
Kind regards,
Kiesha
Pottery Barn
Nathan of Portland, OR Verified Reviewer Verified Buyer
Original review: Jan. 8, 2021
I ordered a Faux Fur robe from Pottery Barn as a Christmas gift for my wife in late November. It was pretty pricey for a robe at $121. When the robe arrived, we noticed the stitching was already coming apart on the robe in multiple areas and had already unraveled on the belt! I contacted Pottery Barn and initiated the return process and they stated they would send me a replacement robe once they received the robe I was returning. About a week later, I got confirmation that they had received the return. 12 days later (12/16) I got a boilerplate email stating that my order had been cancelled because they had sold out of the item. I was confused as the only active order I had was a replacement.
I contacted Pottery Barn and spoke to a customer service agent who apologized and was actually very helpful in searching for the robe and other colors/sizes of the same robe within stock. Unfortunately, she couldn't find the robe or similar color in stock. That was disappointing but, understandable as it was apparently a popular item and stuff happens. The robe in particular was unique in that it had a hood which, is surprising tough to find with faux fur. I only found one other vendor who was selling a faux fur robe with a hood and it wasn't to her liking. Luckily, I was able to find the exact robe from Pottery Barn from a seller on Ebay and it arrived the day before Xmas :). That's the good news of my story.
The Monday after Xmas I contacted Pottery Barn as I hadn't yet been refunded for my cancelled replacement. When I contacted them I was told by the customer service agent that refunds can take some time and he assured me that my refund would appear no later than 1/8/2021 and it would be refunded to my original payment method (CC via PayPal). Almost 30 days after the replacement for my defective product was cancelled. Let that sink in for a minute. I ordered a product which turned out to be defective, they were supposed to send me a replacement and they didn't. It's almost 30 days from the receipt of the returned item and I still haven't gotten my money refunded. Not to mention, no one has even offered any sort of gesture for my time and trouble or accountability for them failing at delivering their product as described. But, the story doesn't end there.
I contacted them again on 1/7/2021 just to see what the status of my refund was because I still hadn't received it. When I spoke to the customer service rep this time I was told that my refund was coming in the form of a gift card and that I should receive it by the 8th. This was completely contrary to what I was told in late December where, as I mentioned earlier, the customer service rep confirmed my original payment method and that the refund would be sent there. At no point in time did I elect to have my refund placed on a gift card. Their refund policy stated that the original source of payment would be the destination for any refunds unless paid by check (which I did not).
I was then told that, I could get my refund deposited back onto my original card but, I would have to have my claim transferred to the "gift card" department where I would have to go through a process of certifying that the gift card was not used and it was delivered or not delivered. This process would have its own timeline and procedures separate from the standard customer service refund process (I am still confused on how this works). The rep then told me that, because I had added a gift note to the order that it automatically activated the refund status to a gift card?
So, here we are today I purchased a robe from them as a Xmas and it was defective. They promised a replacement and didn't deliver. Two weeks after the cancellation notice, I still hadn't received a refund but, was told that it was coming and that it would be refunded to my original payment method like their policy states. Almost 30 days later I contacted them again and was told that I was getting a gift card in lieu of a refund to my original payment method which, I never elected for nor is this in line with their stated refund policy. Throughout all of this they have never even addressed or offered me compensation for my time and trouble or acknowledged their failure to deliver the product they offered, subsequent customer service mistakes, miscommunications and failure to adhere to their own refund policies.
Don't waste your money with Pottery Barn. In my experience, the gamble of getting a quality product as advertised and having to navigate their atrocious customer service department is not worth it. Check out ETSY or buy from someone local who will be accountable for their product, acknowledge any mistakes and make an earnest attempt to reconcile if something goes wrong. In my experience, the actions of Pottery Barn in handling this demonstrate that they don't respect their customers, their customer's experience or retaining and building new customers. As of writing this, I still haven't received my refund.
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Pottery Barn response
Thank you for reaching out to us with your concern. Please accept our sincerest apologies for the
frustrations this has caused. I completely understand your disappointment and that's definitely not what we
want our customers to experience. All inquiries are reviewed and taken seriously as we are working hard to
ensure a positive shopping experience. Please send your order information to support@Potterybarn.com We would like to help.
Kind regards,
Kiesha
Pottery Barn
Ro of Beaumont, TX Verified Reviewer
Original review: Jan. 7, 2021
I have been a loyal PB customer for decades now. I have recently purchased a few items online that have either: Been made poorly OR ON BACKORDER! In the years I have been buying from Pottery Barn, it seems the service has gone downhill significantly. Ordered an outdoor set (CHATHAM 6 piece). Informed order would take a few weeks, understandable. The furniture arrived last week and I was updated that the cushions for the set would arrive February 20, 2021.... Our old patio furniture is gone. Ordered white dining room chairs for kitchen table before Christmas and they are already chipping, been used 4 times. I will start shopping elsewhere. Be advised that this is the same company that represents Williams-Sonoma and West Elm are the same.
Pottery Barn response
Hello thank you for your feedback. Please rest assured your feedback is truly appreciated. Should you have any questions or concerns regarding your order would you please email support@potterybarn.com with your order details? We are here to help.
Kind Regards,
Alyssa S
Pottery Barn
Phil of Sewickley, PA Verified Reviewer
Original review: Jan. 4, 2021
Unbelievably bad customer service. They just won't give us our money back even though we've returned the $500 item. Pure incompetence - or more likely just a complete lack of incentive to resolve any customer issue. 5 phone calls, hours on the phone, lots of promises from them, but the calls never actually achieve anything. On the last call the customer service rep hung up when I asked to be put through to a supervisor to help resolve the issue. WE WILL NEVER BUY ANYTHING FROM POTTERY BARN EVER AGAIN!
Pottery Barn response
Hi Phil, I am so sorry for the inconvenience this experience has caused. Would you please email our elevated support team your order details to support@potterybarn.com? We are here to help.
Kind Regards,
Alyssa S
Pottery Barn
Lindsay of San Francisco, CA Verified Reviewer
Original review: Jan. 4, 2021
I ordered a loft bed for my daughters room back in October. I was told it would be delivered December 1-8 and it wasn't delivered until Jan 3. When the movers arrived they asked me to come out to the truck to see the damage that the bed had. They were really shocked themselves at the number of dents and cracks the product had sustained while being assembled by Pottery Barn. The desk was cracked in multiple places. The ladder was dented and the frame of the bed also had cracks and chips that had been covered up by Pottery Barn with white paint that didn't quite match the color of the bed. After paying 3k for this piece I can't imagine what Pottery Barn was thinking trying to cover up damage. It was really bad and all of these damages the movers pointed out and took note of.
Since I had already gotten rid of her old desk and bed the day before the delivery I asked the movers to still assemble it and requested a replacement be sent as soon as possible. After the bed was assembled ( with the desk drawers on backwards mind you) my 10 year old daughter climbed up the ladder and the whole thing shook and was creaking loudly. We then realized the bed was dangerous to be in and now she cannot sleep in it.
Pottery Barn emailed me to say a new bed could not be sent until sometime in March which I now assume means April. They did not offer me a discount or free shipping which is the least they could do. I called and complained as this is unacceptable. The woman on the phone said they could possibly give me 20% off but not until a new bed is delivered. Pottery Barn you guys screwed up big time. You damaged a very expensive piece of furniture in multiple places, tried to cover it up, delivered it late and it is now unusable. My kid has to sleep on the floor for who knows how long and you didn't offer me a credit up front or any type of consolation. I'm disappointed and will be taking my business elsewhere next time.
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Pottery Barn response
Hello Lindsay, thank you for your feedback. I am so sorry to hear about the experience you have had with your order. Would you please email your order number and details to support@potterybarn.com? We are here to help.
Kind Regards,
Alyssa S
Pottery Barn
Debra of Green Valley, AZ Verified Reviewer
Original review: Dec. 31, 2020
I ordered a large rug online less than 12 hours ago. The rug was to be delivered 2-4 weeks from today which was fine since we are moving into a new house in 2 weeks. When I realized I was paying over 25% of the purchase price for shipping it I decided to cancel the order and do something different.. The first customer service rep was very nice, but said she couldn't help me, so had to be transferred to "furniture" department. I called customer service this morning to cancel and they told me that they could not cancel the order and I had to wait for an email that the rug had arrived in their local hub (rug was on its way from Los Angeles to Phoenix hub) and was ready to set up delivery date which still was expected 2-4 weeks from now. This process is ridiculous. I should not have to wait. I'm extremely unhappy and unimpressed with how they handle orders. Based on other reviews, others have had similar and much worse experiences.
Pottery Barn response
Thank you for reaching out to us with your concern. Please accept our sincerest apologies for the
frustrations this has caused. I completely understand your disappointment and that's definitely not what we
want our customers to experience. All inquiries are reviewed and taken seriously as we are working hard to
ensure a positive shopping experience. Please send your order information to support@potterybarn.com We would like to help.
Kind regards,
Kiesha
Pottery Barn
Trisha of Chantilly, VA Verified Reviewer
Original review: Dec. 31, 2020
Where do I start? We decided to purchase PB nursery furniture for our new baby. Needless to say we had no idea of the horrendous experience we would endure. After ordering $5000 worth of furniture in June 2020, we thought we would be getting not only great furniture, but an on time delivery based on what was said at check out. Well no. When September 2020 rolled around for delivery, there was no communication, just another pushed date on their website. For a company that prides itself on selling high end furniture pieces, you would think you were dealing with a scam company. Well that's exactly how we feel.
November 2020 rolls around (the updated delivery date) and nothing! Finally, our baby is born in December 2020 and we finally get a shipment update as of the 2nd week of December. At this point the dresser is 3 months late. I understand that we are in a worldwide pandemic and there will be delays, but other companies at least keep their promises when it comes to their customers.
When we finally received a schedule delivery request the 2nd week of December, we thought they everything was going to be over. Absolutely not. The nightmare continues. We not only received a broken dresser, but it was so bad that the delivery team did not want to bring it in. After spending $1400 for a dresser, you would think that they would not send you a damaged product. We refused delivery and contacted PB Kids the same day.
Not only was the team not empathetic, but frankly they did not care that not only was the dresser six months late, but it was received broken. After speaking with their escalation team (which is completely useless), they stated there is no way to expedite a new dresser. Basically we have been thrown back into the waiting game and now the dresser is expected between 1/15 and 1/29. That is 7 months later.
As a former customer service manager and a business owner, I cannot fathom how a company can get it wrong so many times. You have so many "customer service" agents and even folks on this site asking to further assist....but guess what PB?! Maybe you should do things right the first time. It is absolutely appalling and I do not suggest ordering from them. I've already filed a complaint with the Better Business Bureau and I will also be reaching out to our state's attorney general.
PB cannot keep taking customer's money and not delivering said products in a timely manner. It's predatory and absolutely wrong. I'm pretty sure someone is going to reply and say send me your info so we can help you, but I've already done that. I've escalated my issue to every department within PB and at this point, they do not care. You sent me a broken product, told me I should receive it next week and now that date is in limbo.
Shame on you PB. Shame on you. They of course do not have reviews on their website, because If folks saw what was written here, they would steer clear. Spend your money elsewhere. You are more than likely to receive an in incomplete order, damaged furniture, or wait 7 months like we are for a product that I wish we never ordered.
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Pottery Barn response
Thank you for reaching out to us with your concern. Please accept our sincerest apologies for the
frustrations this has caused. I completely understand your disappointment and that's definitely not what we
want our customers to experience. All inquiries are reviewed and taken seriously as we are working hard to
ensure a positive shopping experience. Please send your order information to support@potterybarn.com We would like to help.
Kind regards,
Kiesha
Pottery Barn
Melissa of Bend, OR Verified Reviewer
Original review: Dec. 31, 2020
I bought the Sumatra bedroom set over 20 years ago. It's a solid hunk of furniture. When I moved, I decided to replace rather than ship since Pottery Barn still sells the same bedroom set. Just two years ago I bought the bedside tables and they were great. When I placed the bedframe order online the shopping cart changed from Sumatra to Sumatra II. I rechecked the photos and assumed they made some minor changes to cut costs but nothing too noticeable. Fine.
Then the bed frame was delivered (live far away from a store so I could not see in person, and yes it was six months waiting). They completely ruined the sold hunk design. The support is five cheap slats, the headboard and foot are both smaller, the feet are two pieces of wood slapped together in a V shape, but the kicker, the point they went too far in cutting cost is the 3/4 inch side rail. Totally ruins the wide body Sumatra design. Customer service has been great. White glove so delivery guys will come back into my house, take it apart, and return it for full refund. I guess I lose the original shipping cost, but more than that, very disappointed to see my go-to what used to be quality furniture store going cheap.
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Pottery Barn response
Hello Melissa,
Thank you for your feedback. The information we receive is helpful in identifying those areas where attention may be needed. I'm pleased that our customer care team were able to provide you with assistance in a return. Should you have any additional questions or concern would you please email your order number and details to support@potterybarn.com?
Kind Regards,
Alyssa S
Pottery Barn
MYLENE of Oceanside, CA Verified Reviewer
Original review: Dec. 31, 2020
I ordered a few items to re-decorate my living room. Three of the items came in on time, however, two pieces of art I ordered did not. 1-2-3-4-and almost 5 months have gone by and I have not received the art. They sent me computer-generated e-mails giving me dates, but never delivered them. I sent them an e-mail and they promised to get back to me in 2-4 days. They never got back, and they left me in limbo AGAIN. Dealing with Pottery Barn has been extremely frustrating. I will be returning EVERYTHING to them and re-decorating with a different company. Buyer Beware... They send you a partial order and then they leave you hanging and you are stuck.
Pottery Barn response
Hi Mylene, I am so sorry to hear about your experience with us. Should you have any additional questions or concerns regarding your order would you please email us at support@potterybarn.com? We are here to help.
Kind Regards,
Alyssa S
Pottery Barn
Doreen of Tarrytown, NY Verified Reviewer
Original review: Dec. 30, 2020
Product arrived with one leg cut at an angle so that the whole bench wobbles. All pieces fit poorly together so that I had to force the rack in. And then found a note that the bench isn't for sitting?! The shoe rack is literally titled "Lucy Shoe Rack with Bench"... What is this bench for?? Why are pictures advertised with pillows on the bench presumably to act as back support?
When I contacted customer support, they told me I have to repackage this product or bring it to a Pottery Barn to get a refund. I refuse to spend one minute more dealing with this product that was both falsely advertised and poorly made. They expect me to take the bench apart, repackage it and wait 14 hours for UPS to come pick it up?? Or drive 40 minutes to the nearest Pottery Barn? No thanks. They can come pick up the 'bench' as is. Horrible customer service and a bad product. This first time purchase from Pottery Barn certainly left a bad taste in my mouth!
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Pottery Barn response
Hello Doreen thank you for providing this feedback. I do apologize for the inconvenience this experience has caused you. Should you need additional assistance would you please email your order number and details to support@potterybarn.com? We are here to help.
Kind Regards,
Alyssa
Pottery Barn
Karen of Waterloo, IA Verified Reviewer
Original review: Dec. 30, 2020
I never write negative reviews. I believe if I can't say anything nice not to say anything at all. But I seriously feel like I need to warn people before they decide to order anything from the Pottery Barn. I purchased a table, chairs, and bench on Nov 15th from the store and a Buffet table from online. When I was at the store I was told they were all in stock and I could receive them by the week of Dec 14th-17th before Christmas. On the week of the 14th I was notified to call and schedule the delivery when it was convenient for me. HA.... I called every day for over a week and waited for someone to answer in the scheduling department...Some days I waited for over an hour... No Luck!
I finally emailed "contact us" on the Pottery Barn website and I did get a call and she said all of my items were in, including the buffet. We scheduled a time for them to be delivered this morning (Dec 29th) from Chicago and they showed up with the chairs and bench. No table or Buffet. I was told I needed to contact the scheduling department again to have the rest of my items delivered.
I finally did a 3 way call with the HUB and a Pottery Barn rep. They are telling me my table is not at the HUB. (But it was there when I scheduled the delivery) The Pottery Barn rep said she was going to email her supervisor and get come back to me. I sat on hold waiting for her return for over 35 min. I finally told the HUB rep they may as well hang up, I don't think she's coming back. A 3rd Pottery Barn person got involved and he did a 3 way call with a scheduler and I waited One hour and 7 minutes for someone to answer the phone (the Pottery Barn Rep disappeared) to tell I need to call a the out source company to get my items delivered and she wanted to give me a new number to call. I have wasted so much of my time sitting on hold and getting different answers when I do finally get a hold of someone. It's a Mess....
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Pottery Barn response
Hi Karen I am so sorry to hear about your experience with scheduling a delivery for your buffet. Would you please email us your order number and details at support@potterybarn.com? We are here to help.
Kind Regards,
Alyssa S
Pottery Barn
Donna of Kingston, ON Verified Reviewer
Original review: Dec. 29, 2020
I will not be doing business ever again with Pottery Barn. I ordered a duvet cover and shams from Pottery Barn before Christmas. It just arrived and there are NO shams. I have called customer service and the entire line of the duvet and shams - Caroline paisley organic cotton, are "out of stock". The heading on the website page says, "duvet and shams". However it was pointed out to me by customer service that further in the description it says "shams sold separately". I like the duvet but I am not prepared to keep it without the shams as it will be extremely difficult to match. To add even more of a "kick", the duvet cover is now half the price I paid. If something is out of stock, why is it now on sale? I'm very frustrated. This product better not cost me anything to return it! But, good luck on that one I'm sure.
Pottery Barn response
Hello Donna I sincerely apologize for the inconvenience this experience has caused you. Should you have any additional questions or concerns please email our elevated support team with your order details at support@potterybarn.com. We are here to help.
Kind Regards,
Alyssa S
Pottery Barn
Wayne of Dresher, PA Verified Reviewer
Original review: Dec. 29, 2020
While the quality of Pottery Barn's items might be good or even very good, getting things delivered to your home is an extremely frustrating experience. We ordered two sofas and a leather chair in early September of this year. We were told that due to COVID we'd have to wait up to 8 weeks for delivery. We accepted that, and for the first two months after placing the order, we were looking at a mid-November estimated delivery. A week before the end of the November delivery window we were advised that delivery would now be the last week of December. A week before the end of that delivery window we were advised that the sofas would not be delivered until early to mid-March. The chair that was part of the order was scheduled for delivery on Dec. 29.
The morning of the chair delivery, we were advised that the delivery was cancelled. A call to Pottery Barn revealed that "The chair has been lost by delivery services. We'll get back to you within 72 hours with a status update." We will NEVER buy another thing from Pottery Barn, even if it can be taken from the store the same day.
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Pottery Barn response
Thank you for reaching out to us with your concern. Please accept our sincerest apologies for the
frustrations this has caused. I completely understand your disappointment and that's definitely not what we
want our customers to experience. All inquiries are reviewed and taken seriously as we are working hard to
ensure a positive shopping experience. Please send your order information to support@Potterybarn.com We would like to help.
Kind regards,
Kiesha
Pottery Barn
Elizabeth of Ocean City, NJ Verified Reviewer
Original review: Dec. 28, 2020
I ordered the Ashton Sleeper Sofa on October 2, 2020 with an original delivery date of 7-10 days. I was never notified of a delay; however, I did log in to my account and they changed the delivery date 3 times. I called them a total of 4 times (probably several hours total on the phone with them) to try to cancel the order because (a) I no longer lived @ the address it was supposed to be mailed to and (b) no longer had the same debit card number. They tried to deliver the order on 12/19/2020 to an empty lot where my previous home stood.
Somehow they found my new address and delivered to that address on 12/21, almost 3 months after I ordered the sofa. The box it was delivered in was torn open and in bad shape. Since I no longer needed or wanted the item, I tried to do a return online and wasn't able to because I was "past the return date". I again waited on hold for 40 minutes to speak with a representative who was kind enough to create a return for me. I will be very surprised if I see a credit from this company and will NEVER do business with them again.
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Pottery Barn response
Hi Elizabeth I am so sorry for the inconvenience this experience has caused you. If you have any additional questions or concerns about your return would you please email us at support@potterybarn.com?
Kind Regards,
Alyssa S
Pottery Barn
Lauren of Kingston, ON Verified Reviewer
Original review: Dec. 28, 2020
I ordered the Ava Regency Bedroom Set November 11, 2020. I was charged $3200. The order was cancelled and I never received my furniture. I never got a refund. I have spoken to Customer service 4 times and they always say just wait a little longer. How long should I wait to get a refund for the furniture I never got??? Never shop here. Terrible store.
Pottery Barn response
Hi Lauren I am so sorry to hear about the inconvenience this experience has caused you. Would you please email us your order details or concern at support@potterybarn.com? We are here to help.
Kind Regards,
Alyssa S
Pottery Barn
Allison of Emerson, NJ Verified Reviewer
Original review: Dec. 27, 2020
I was looking for a desk for my son during the Coronavirus pandemic and it was difficult to find anything in stock anywhere. I ordered one from PB Kids on Sep 7 that was backordered until early Nov but figured I would have to deal with it. It ended up getting delayed several more times and finally I got an email on Dec 4 telling me the revised delivery date was Dec 18-22. I figured, ok maybe it could be a Christmas present at this point. In the meantime, my son had been doing school in a hybrid environment (part at school, part at home) and then 100% at home and was sitting in the kitchen or on the couch or on his bed. Two days after Christmas I decided to look at my credit card bill to view the damage and noticed that Pottery Barn Kids billed me $985 on Dec 5, the day after they emailed me to let me know the desk was still delayed, and oh yeah, I never received the desk.
When I clicked on the "track my shipment" link the revised dates were Jan 4-5. I was fuming mad that I was billed prior to the item shipping and decided to finally call Customer Service. The first call went nowhere as I was on hold in a black hole. Second try, I spoke with Lainey who told me that the desk arrived at the distribution center (I assume meaning, from the factory) and that is why I was billed but it was still waiting on a part so it was not ready to ship. Shouldn't the ENTIRE desk be there before I am billed? I ask her. Lainey is at a loss for words. Lainey, why was I billed on Dec 5 and it is now Dec 27 and the desk has still not shipped?? I have no faith in the Jan 4-5 date, Lainey, when the date has already shifted 3 times since I ordered it on Sep 7. Why on earth would you charge my credit card a thousand dollars for something that hasn't shipped to me yet?? How dare you? That is just terrible business Lainey! I was super mad.
Lainey clearly couldn't help me so I asked to speak to a manager. Then I spent the next 25 MINUTES on hold waiting for someone named Prince to come on the phone. He was not that much more helpful but explained that the order would be ready to ship once the additional part arrived which would be any day now. We'll see.
I explained to him that I understand the reason for the delay, everyone in the world is impacted by pandemic related delays, but you do not charge a customer $1,000 before their item ships to them, especially when they have waited 4 months for their item. I said what I really want is for him to reverse the charge until the item ships. He said he couldn't do that without returning the desk and then I wouldn't get it. Unreal. I told him to be sure to let his VP know that I could furnish a whole house but will NEVER purchase another item from Pottery Barn Kids again and they just lost a customer. Hopefully the message gets there.
He said he would put me through to the scheduling department because since the part was on its way to the DC, they could schedule my delivery so if I just hold on, I could at least do that. I said fine. He transferred the call and there was an automated message letting me know that the scheduling department was CLOSED!!! UNREAL!
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Pottery Barn response
Hi Allison I am so sorry to hear about your experience. Would you please email us your order details or concern at support@potterybarn.com? We are here to help.
Kind Regards,
Alyssa S
Pottery Barn
Suzanne of Newbury, MA Verified Reviewer
Original review: Dec. 27, 2020
Overall, we have always loved Pottery Barn's style of furniture. We have always thought the furniture and products sold there were exclusive to Pottery Barn/Williams Sonoma and have come to expect a certain level of quality and "one of a kind" pieces. We recently ordered a bath vanity which with delivery and tax totaled over $1,600. Again, because I always thought Pottery Barn sold only exclusive items, I did not look around to see if the vanity could be purchased elsewhere.
Much to my chagrin, within days after placing my order with Pottery Barn I found the EXACT same vanity at Home Depot AND Wayfair at almost 50% of the cost I paid to Pottery Barn. When I called customer service, I was told they do not offer a price match (or even some sort of credit). When posed the question of it not being furniture unique to Pottery Barn they did not have a response. I am so disappointed and will never order from pottery barn again without first seeing if the SAME product exists elsewhere. We recently moved and have ordered so many other furniture pieces from them and now frankly I just feel duped and angry for having trusted this retailer with these important investments.
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Pottery Barn response
Hi Suzanne thank you for your feedback. On behalf of Pottery Barn, please accept our apology for an inconvenience we may have caused you. Unfortunately due to company policy, we do not honor price matching. Should you have any additional questions or concerns please contact us at at support@potterybarn.com.
Kind Regards,
Alyssa S
Pottery Barn
Anna of Markham, ON Verified Reviewer
Original review: Dec. 24, 2020
I have been doing online shopping for how many years in different stores. I do shop at Pottery Barn all the time but never did online shopping and 4 weeks ago I decided to do online shopping from this store and I would say it's the worst ever experienced online shopping I have. First of all when I do online I always get free shipping but this store never have free shipping no matter how much the cost you bought. Not only not free shipping it's the longest shipment they have and and also it doesn't come at the same time. It comes in one by one. Shipping is 4 weeks or more and I paid for shipping too. ??? The worst part one of my ordered was canceled. I don't know why. When I checked online the item still available for purchase like ???? The worst part is they charge me extra for $16 instead of refunding my cancelled item.??? Not buying here again. I stick to Crate and Barrel. Worst ever!
Pottery Barn response
Thank you for reaching out to us with your concern. Please accept our sincerest apologies for the
frustrations this has caused. I completely understand your disappointment and that's definitely not what we
want our customers to experience. All inquiries are reviewed and taken seriously as we are working hard to
ensure a positive shopping experience. Please send your order information to support@williams-sonoma.com. We would like to help.
Kind regards,
Kiesha
West Elm
Chad of Bountiful, UT Verified Reviewer Verified Buyer
Original review: Dec. 23, 2020
Pottery Barn customer service sent an email stating that they would honor an advertised sale price by adjusting the purchase "on the back end." They instructed us to make the purchase at full price, then send them the confirmation email and they would then adjust the price by refunding the difference. After we purchased the product at full price they refused to adjust the price. Liars! After hours on the phone with Pottery Barn, and filing a dispute with the Better Business Bureau, Pottery Barn still refused to honor their promise, even though we had the promise in a written email. We are returning the products and will never purchase from Pottery Barn again.
Pottery Barn response
Thank you for reaching out to us with your concern. Please accept our sincerest apologies for the
frustrations this has caused. I completely understand your disappointment and that's definitely not what we
want our customers to experience. All inquiries are reviewed and taken seriously as we are working hard to
ensure a positive shopping experience. Please send your order information to support@Potterybarn.com We would like to help.
Kind regards,
Kiesha
Pottery Barn
Debra of Huntington Station, NY Verified Reviewer
Original review: Dec. 22, 2020
Ordered a nursery rocker Sept 2020 at time of order chair should have been delivered by end of October (baby due date mid Dec 2020). The baby HAS ARRIVED and still no chair - I have been talking to customer service since beginning of November and been given one excuse after another - it is impossible to get any answers, anything done or speak to someone in authority at Pottery Barn. I would cancel the rocker but the new mother has her heart set on this particular one. They went out to buy a rocker while waiting for this one (another expense and frustration in her 9th month during Covid).
Each person on the phone is nice enough but they CAN NOT DO anything. Every step requires me to wait 2-3 business days for a answer. I am currently on the phone with them going on hour 4 for todays answers because I can not wait any longer. My advice do not get involved with ordering from this company - how can they sell baby furniture and do this to expectant and new parents who are waiting for the items to come - it is horrible. I gave one star because you can not submit review without it.
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Pottery Barn response
Hi Debra thank you for this feedback. I sincerely apologize that this was your experience when ordering from us. Would you please email your order number and details to our elevated support team at support@potterybarn.com? We are here to help.
Kind Regards,
Alyssa S
Pottery Barn
Holly of Edmonton, AB Verified Reviewer Verified Buyer
Original review: Dec. 22, 2020
Updated on 12/31/2020: Re my review of Pottery Barn's brutal customer service. It appears as though a mail bot replies to bad reviews. I responded and can assure you that there is no resolution in progress. Is Consumer Affairs complicit in covering up bad customer service? Time will tell. "Hello, If you would like to assist me further, you can refund my money immediately, instead of making me wait for the table to make its way from Los Angeles to Edmonton and be returned once it arrives here." Holly H**.
Original: I ordered a dining set from Pottery Barn in November 2020. The experience has been so frustrating.
1) Pottery Barn repeatedly said that my payment for the individual items didn't go through but Toronto Dominion bank said there was never a charge attempted.
2) I repeatedly spoke to customer service representatives at both the Pottery Barn in Toronto, Canada, and numerous customer service representatives at Pottery Barn's 1-800 number.
- I got cut off twice
- I got different answers. Every. Time. I. Called.
- I got emails saying my delivery dates were changing.
- I got emails saying my order had been canceled due to their inability to fulfill my order (everything except my dining table).
- I was told my table was in Edmonton, I called again, it was just being shipped from Los Angeles.
Right now, I am just trying to ensure that I get my money for my table and the delivery refunded, so that someday when it arrives in Edmonton and I am able to return it and get my money back. Brutal, Brutal, Brutal.
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Andy of Centerville, GA Verified Reviewer
Original review: Dec. 21, 2020
Let's just say I spent two days probably three hours on the phone with these clowns. To Keep it short I ordered an item that was placed on back order so I re-ordered Different items and was promised 30% off and Rush shipping. After I placed the new order and gave them the order number they said they could only do 15% off. Then they lied to me and said one of my items was already $30 off so we would be like getting 30% off. Come to find out the $30 off was a rush shipping charge that I was suppose to get for free. Every time I asked to speak to a supervisor I got hung up on. They totally pulled one over on me. If you ask for an invoice they tell you you can't get one until you receive the items in the mail. Dishonest company. They should be ashamed of themselves.
Speak Easy of St. Petersburg, FL Verified Reviewer
Original review: Dec. 21, 2020
ZERO STARS. I would NEVER buy anything from Pottery Barn online again. After moving in June we have made multiple purchases from them, as all of their items are beautiful and within budget. I should have stopped at my first big order. When you order a piece of furniture and it's delayed for 3 months, something isn't right there. They also change the delivery date often and some items showed up sooner (without updating on order page) while others never were received. I had three items since June "go missing". 1 delivered and it still shows as "being processed" and 1 get cancelled after I tried cancelling a different light. The chandelier I wanted was no longer being made, so after the wrong light was cancelled they couldn't reorder the correct one because it was no longer made.
The media console I ordered is beautiful; however, the delivery service drag the piece on our 1920s flooring and we now have a huge scratch in our floors right in the center of our room. Literally every order I have placed there has been an issue. Even a darn lunch box for my son, says it's in Orlando one day, now it's just "pending shipment". I don't know what the issue is, but my 2 year old son could run a better business. SAVE YOURSELF TIME and BUY ANYWHERE ELSE.
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Deborah of Savannah, GA Verified Reviewer
Original review: Dec. 19, 2020
Pottery Barn has, by far, the worst customer service I have ever encountered. My couch was ordered mid-Sept and so far has been delayed 3 times. It was supposed to be here before Thanksgiving but the latest update shows delivery by Jan 4. I have spoken to several very unprofessional employees in customer service and they are unable to give me any useful information. Once I was told that of the 6 pieces to my sectional sofa, 5 were in one location and the 1 was in another location. I found this out over a week ago and have not been contacted nor can I reach anyone that can give me any useful info on my shipment. I am stunned that Pottery Barn is so nonchalant and unprofessional. I have been given fake contact names and incorrect extension numbers several times in customer service. If things don't improve very soon then I am considering taking legal action against this company. It is pathetic.
Pottery Barn response
Thank you for taking the time to reach out to us with your concerns. Please accept my sincerest apologies for any disappointment or inconveniences this may have caused. We would like to help. Please send us an email with your order number to support@potterybarn.com. We will be happy to address your concerns.
Kind regards,
Kiesha
Pottery Barn
Benoit of Philadelphia, PA Verified Reviewer
Original review: Dec. 17, 2020
Buyer beware - Pottery Barn charges a tremendous amount of money for shipping yet uses sub-par materials and sloppy technique. My items were placed in an oversized box without any padding materials to prevent them from moving during transportation. The box was made of thin cardboard that ripped during transit. The box was not securely closed and items were both visible and were within reach for anyone to access. If Pottery Barn wants to charge premium delivery fees, it should offer a packaging and shipping experience commensurate to what it charges. I am extremely disappointed with my first online order experience with PB: this level of carelessness is off-brand for PB. Based on my experience, I would not recommend ordering online from PB. I reached out to customer service who politely acknowledged they could have done better but refused to refund their exorbitant shipping fee. Amazon does a better job...
Pottery Barn response
Thank you for taking the time to reach out to us with your concerns. Please accept my sincerest apologies for any disappointment or inconveniences this may have caused. We would like to help. Please send us an email with your order number to support@potterybarn.com. We will be happy to address your concerns.
Kind regards,
Kiesha
Pottery Barn
Carol of Piney Flats, TN Verified Reviewer Verified Buyer
Original review: Dec. 15, 2020
Waited 8 weeks to get partial shipment. Second and final delivery was made 10 weeks from order. Delivery was cancelled when truck was 30 min from my house for DOT time limit. Instead of bringing it next day it was sent back to hub and another delivery scheduled 3 weeks later! Horrible logistics and shipping policy.
Pottery Barn response
Thank you for reaching out to us. We sincerely apologize for any shipping delays in advance. Please send us an email with the order number and details. We would be happy to look into this issue for you.
Thank you
Kiesha
Pottery Barn
kim of Columbia, MD Verified Reviewer
Original review: Dec. 14, 2020
I ordered office furniture in October and keep getting delay messages. By the time I get the furniture it will be time to go back to work! I have a friend who ordered a couch same problem. You continually get delay messages. Choose another company!!
Pottery Barn response
Hello Kim, thank you for this feedback. We sincerely apologize for the delay in your furniture. Would you please email us your order details or concern at support@potterybarn.com? We are here to help.
Kind Regards,
Alyssa S
Pottery Barn
Marisa of Frankfort, KY Verified Reviewer
Original review: Dec. 14, 2020
My daughter requested a Pottery Barn ice bucket as a Christmas gift. On November 19 I ordered the product and received confirmation and a delivery date. On Nov. 26 I received a notice that it was on backorder until Dec 15th. On Dec 13 I received another notice that it was again backordered until Dec 23. This time I called Customer Service and she admitted that they oversell and then give notice of backorders. I'm so disappointed. It's now just days before Christmas and I have to go out and find another gift just in case this does not arrive.... which at this point I have no confidence that it will. If I had read the independent site reviews of others trying to order through this company I would never have done it. Do your research.
Pottery Barn response
Hello Marisa, we sincerely apologize for the delay in your order. Would you please email us your order details or concern at support@potterybarn.com? We are here to help.
Kind Regards,
Alyssa S
Pottery Barn
Kimberly of Rives Junction, MI Verified Reviewer
Original review: Dec. 13, 2020
I placed an order for 5 items at a total cost of $398.03, they charged me $398.03 for payment in full for my order. They then charged me an additional $83.74 on a second transaction for nothing. They are refusing to refund the $83.74.
Source: https://www.consumeraffairs.com/furniture/pottery_barn.html?page=6
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