Avoid at all costs
I wouldn't shop with Pottery Barn Kids until they show some care for their customers and stop using the dreadful ANC as their delivery company. I have taken 4 days of annual leave to wait for deliveries and still don't have my nursery furniture. This is valuable time I could have spent with my newborn and pregnancy stress I could have done without. With Pottery Barn prices you expect better service.
- Verified customer
I have never encountered worse customer service ! Avoid ! Total scam re bed sizes
I bought a single bed for my son and it arrived faulty. I was told somebody from pottery barn would call/ email me ASAP to replace it. Nobody did. I rang the customer help line and spoke to [name removed] who could barely be bothered to talk and told me there is zero record of my order in their system and a new one may be sent if I paid again. I complained via instagram and then got some help from a woman called [name removed]. I asked her if pottery barns policy if something is faulty is to send a new one and she said it was and apologised for...[name removed] information. The bed arrived and no single mattress fits it. I emailed and called and nobody could say what mattress works with the bed. Finally spoke to someone who said ‘go google it’ and offered no help. Then went and spoke to someone in Bondi Junction store who said pottery barn single beds do not fit any Australian single or other mattresses and she apologised! She said they suggest she ridding an extra quilt down the 14cm gap on the bed to prevent toddler injury. Can you believe that! I am shocked at this company. They don’t make their products for an Australian market and don’t tell you that - they then make you waste so much time getting replies - causing huge stress after spending big money. It’s so disappointing and I see so many others have had the same experience. I am still waiting to get a reply from them re this hideous bed issue. My son is currently sleeping on his mattress on the floor. Huge mistake spending any money in their store and won’t again.
Extremely disappointed and frustrated.
I purchased a parquet console table over 4 weeks-20 Nov- ago, online. I was emailed on 27 Nov to say the order had been "fulfilled" and that I would be contacted in 5-7 days to arrange delivery. It is now 22 Dec and I have received no such phone call. I have rung twice ( America) and emailed twice, to be told, things get busy in holiday periods and to be understanding and patient. I'm happy to be that but it is very concerning that no one knows where my item is or when ?if? it will be delivered. I have had many items delivered this year from v...arious other businesses and they have all had tracking numbers and timely arrivals which include this month. I never write reviews but in this instance feel I need to warn people about the absence of tracking and the poor customer service. Pottery Barn also doesn't seem to realise that if you check out as a guest you have not created a password and so have no ability to search your order. I will not be purchasing from them again and will need to consider what action to take to recover my funds.
Ordered two arm chairs in two transactions, had to pay by credit card and funds where taken out immediately.
Received order conformation on both orders- then to my surprised received order cancelation.
Rang customer service ( if you could call it that!- NONE what so ever hopeless! to track order only to get told that second chair , there was none in stock!
What a hopeless American run company that should not be allowed to operate in Australia!
Going to contact ACCC to complain!
- Verified customer
Poor service and customer care
After going on the waitlist for the Ava loft bed for my daughter, I had to chase PBK for delivery after the item was showing as "ready to ship" online, but no one contacted me. After two phone calls to the store they finally got around to charging my credit card and organising shipping.
The item was delivered but with some damage, which was pointed out to me by the installers. I have called, sent images to someone on customer support team, and followed up by email and there has been no response. The item I purchased was over $2500 and there may be a safety issue with the damage. This is so disappointing considering the amount paid for the item.
Was a bit hesitant about purchasing due negative reviews however I wanted a dresser to match our cot bought 2nd hand.
After placing an order online I had heard nothing about delivery for a week so I sent an email. I got a response saying I would hear something within a few days, and 5 days later I got an email saying I would get a call regarding delivery in the next 5-7 days. I then got a call 10 days later saying delivery was coming that day. It would have been nice to not have to chase up the delivery and also have a bit more notice (luckily...
The products are great. After sales service is HORRIBLE
Purchased Blythe "Convertible" Cot . Baby started standing so we needed to lower base to prevent her falling over railing. The 3 pre drilled holes which allow for adjustments are missing. No local sales support available. Only international. Have lodged query. 1 week later no response. emails bounce back . just a real $hit$how all around
Stay away - would never shop online again - charged for a cancelled order.
Absolutely terrible experience. I ordered a cot sheet over 2 months ago and was told it wasn't going to be available for shipment for weeks, despite being marked as in stock online. I had to phone customer service multiple times to get any sort of adequate response and finally got them to cancel the order. I then went and purchased it from the physical store instead and that was that... or so I thought.
2 and a half months later I receive an email saying my online order has been fulfilled. I emailed customer service back saying the order shou...ld have been cancelled and I don't want the items so do not send and do not charge me for it. A day later my credit card had been charged. Upon ringing customer service (who are obviously not based in Australia and the connection line is pretty poor if you ask me), they told me they see someone tried to cancel my order but it wasn't cancelled in time... How could 2 and a half months earlier be not "in time"?!!! They then said they would call me back 24 hours later to check if the item had been delivered and then arrange for it to be picked back up before they will refund me. They never called me and I had to call them back to arrange. The customer service is plain shocking. You need to get customer service agents in Australia to address Australian issues because it is clear from other reviews that your USA team is not adequate to deal with Australian complaints. Absolutely ridiculous and poor customer service. Would never purchase online again. Further update: I called DHL as I had not received a call from them- they said they had no record of any return pick up being logged and told me to call Pottery Barn back to find out what is going on. I had to call customer service AGAIN. Re-explain my situation and try to get it sorted. Apparently, everything I had been told in previous calls was incorrect and my return process with DHL hadn't even been started! I was told originally the process would take 7 days from phone call to refund. I am now told it could take 10 business days alone for DHL to pick the item up. and another 2-3 weeks for a refund if I don't ring PB back up and provide a tracking number. This now beyond a joke. I will be lodging a dispute with Paypal and my bank regarding the charge made to my credit card.
Cancelled orders still been shipped
They deserve no stars from me. I cancelled an order, they confirmed via email, then a few days later they ship it. Upon contacting their incredibly poor customer service, they then tell me it couldn't be cancelled in time, which is incredibly frustrating and confusing after you have email confirmation it has been cancelled. They have debited my account, and i had to refuse shipment from DHL, but when will i be refunded? I keep calling and emailing without any information. They never respond to emails.
Would rate Zero if I could. Stay away
Placed an online order for two items, of which they were shipped and delivered on two seperate days. They have charged my account twice - one for the full amount, and again for each item because they were delivered on two different days. I had called their pathetic customer service team who said their system will deduct the payments and I will need to wait 4 business days to get my funds returned, more annoyingly she said it is all explained on their terms and conditions on their website. Their t&cs are vague and expect that it is ok for their ...customers to have payments deducted and withheld due to their internal operational and logistical mess. They just referred me to speak to my bank to have those funds released back to me early. Nothing she could do but take note. Stay away...not worth the hassle for items you can buy at a local store.
So we live in Perth and clearly the prices for anything over a cushion is incorrect unless you live over east!! I went into the Perth store today to buy a mirror thats hanging in their entry on the wall. They even have a board with mirror photos stuck to it in the entry! However when I go to buy one it has to come in from Sydney and be delivered to my home and therefore costs more. This is a sort! This obviously applies to anything a bit larger that they can't hold in stock. So why don't we have a brochure for Perth and a brochure for the eastern states?? I'm totally disillusioned with this attitude as I buy quite a bit of - obviously smaller stuff. Total rip off!
Appalling customer service
Checked up on an online order regarding progress to discover order had not been processed. I had made an error when ordering however if I had not made a follow up call who knows when I would have been notified. I was on hold for large amounts of time and the online customer support person was obstructive and unhelpful at best. She refused to put me through to a manager, refused to offer any help and refused to tell me who the CEO is citing processes as the reason. Every time I order anything with potterybarn there is always problems!!!!! Whenever you try and fix the problems or escalate your get the worst customer service with obstructive unhelpful employees.
Absolute Shambles - Avoid!!!
Worst service ever. Too many points to make.
Ordered online. One item out of stock despite showing as in stock online. Took them a month to eventually tell me it wasn’t in stock. Still waiting for the refund two months later.
Ordered a single bed. Be aware that the beds are American sizing & no single Australian mattress will fit. No mention of this on their website. My toddler now has a 14 cm gap in his bed as the returns process was so lengthy and complicated and after waiting two months (and counting) for my other refund, I wasn’t about to...wait for the $800 refund on the bed frame , only to not be refunded. Store no help. Manager didn’t call me back as promised. Had to chase up for a week to even speak to anyone and their suggestion was that I buy a custom made mattress for $1800 and then keep the receipt and MAYBE Pottery Barn online will refund me some of that cost ?!! Mickey Mouse Company. Store & online run as two separate companies so store staff won’t help you if you purchased online. Again- not clear online that this is the case. A most unusual set up. Avoid Avoid Avoid. So much stress and upset caused by them.
Goods ordered but still not delivered
I ordered a small item for my son's birthday back in late August 2019. It still has not been delivered and neither Pottery Barn nor DHL has been able to tell me when it will arrive.
After numerous phone calls to both Pottery Barn and DHL, DHL says that they received the package from Pottery Barn but returned it to Pottery Barn due to a difficulty with the packaging. Pottery Barn, for their part, says that their records show that DHL delivered it to me (that is despite me giving them the tracking number showing that DHL returned it to Pottery ...Barn). I am extremely disappointed that it didn't arrive for my son's birthday, but am even more frustrated now that there seems to be a stalemate between DHL and Pottery Barn as to who actually has the package. Meanwhile, I have paid for it and don't have it. Based on my experience, if you want something from Pottery Barn, go to a store. Under no circumstances use the website and the DHL Supply Chain delivery method.
Bad customer service on delivery
Great stunning furniture reasonable prices however the furniture delivery service was disgraceful. The furniture was dropped of fully packed and we had to dispose of packaging both furniture gallery furniture shop and early settlers furniture shop both delivered our furniture unpacked then placed them where required in the home did minor assembly and adjustments and removed all packaging from site. Both furniture gallery and early settlers delivery price was less then that of pottery barn.
Pottery barn delivery VERY disappointing customer service for the price
Worst Customer service
So far I have never written any comments on any company. However, this is the worst service I have ever encountered. I have ordered online some small items 3 weeks ago and have been charged accordingly. I have not received the order so far. When I contacted Pottery Barn they had no idea where my products are and on top of that, and that's what I really think is the worst, the lady on the phone hang up on me, when I wanted to nail her down by when I can expect the delivery. NEVER EVER AGAIN!
The WORST Company and Service EVER - DO NOT BUY OR YOU WILL REGRET IT!
Bought a 4000 dollar outdoor lounge set from these guys... One piece was faulty in the 5 piece setting.
Called the helpline... asked us to send an email with pictures... sent the email, no reply, called again, 2 weeks later, asked to send the email again... sent again, same thing again, called 2 weeks later again, same thing said email us again.
Eventually. 4 months in, we threatened to go to the ombudsmen when they deicded that they want to reply and offered to to change the fauly piece.
5th month, sent the delivery. Guess what, wrong piece sent... we refused delivery.
Then again called to fix it... said will send delivery again with the right item.
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Questions & Answers
I’ve found a media console on PB’s website but after reading some negative reviews am a bit hesitant. Is there any guarantees that it will be delivered in the time frame with no hiccups?
In my experience there was confusion and delay with every single thing I’ve purchased there. No one to take accountability and it causes huge stress. They even said once they had no record of my faulty item being picked up and I would not get a refund. I did in the end but only via someone helpful in their US office. I wouldn’t order from them again personally.
International C.Pottery Barn
I do understand your concerns as most experiences discussed on social media tend to be negative.
I must tell you that the majority of our customer interactions are positive. We handle hundreds of orders every day in Australia and most do go off without a hitch. We take resolving our customer concerns very seriously, but sometimes resolutions are not immediate.
I hope you trust us to take care of you and your order. Please call us at 1800 232 914 if you have any further questions or concerns.
Pottery Barn Global Customer Support
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