Still waiting for some customer service
No customer service for Australian online order returns. Posted my return as soon as I was issued the return number, which I obtained by telephoning a US number countless times, many of which went unanswered spent literally hours on hold listening to excruciating Muzak. Emailed a photo of the item being posted and tracking number and still to date have not had response to my emails. I keep getting an automated email telling me that they are DEDICATED to responding within 48 hours.... still waiting over a week later. If Pottery Barn actually bothers to read this, my order number is 1717147- Return authorisation No: is 170142.
Buyer beware - Pottery Barn's return process a nightmare!
Love the fact Pottery Barn offers returns, but their return process is diabolical and not worth the hassle.
Some tips from my experience:
You will be dealing with the US Pottery Barn customer service team. If you ask a PB staff member in store about a return they will roll their eyes (in sympathy) but can't help you - they will tell you to contact the U.S. customer service number.
Make sure that the operator checks the "pick up" box when you book in the return.
They will send you labels that you print off (or they will post to you) that you a...
- Verified customer
Cline Dining Chairs
My Pottery Barn complaint relates to the inaccurate looking colour of the 'Sea Drift' Cline chairs
on Pottery Barn's website. Their colour swatch and chair pics were all light brown. We received a set of what I would describe as light to mid green coloured chairs. As a professional product photographer for 35 years I was well and truly tricked. For me the difference in colour between the website and our order was substantial. It cost us 20% of the purchase price to return them.
Keep in mind if you want to refund with this company the process is very terrible!!!!! The quality & customer service are great especially the lady name Lisa stamps. Received the curtains set but got them wrong size. unfortunately from the day that they promised will organise someone to collect your items at home but you have to be on the phone 4-5 times to chased them up waiting for DHL will come .Totally took me about 7-8 weeks and get money refund.
Appalling Customer Service
My review is in a similar vein to many other reviews. In summary - placed an order, was not informed that one of the items was not in stock, consequently 1 item arrived, the other didn't. I did not receive any correspondence regarding a delay. After 2 weeks of waiting, I made an email inquiry about the missing item. After some days I was advised that the item was not in stock and would be back in stock on Sept 10. What they did not tell me was that I would need to contact them to tell them that it was back in stock and that I would need to ...authorize them to send it. I thought I authorized that when I placed the item over 4 weeks ago!! I found this out today when I rang to enquire about the item. This call was made due to not receiving a response to an email sent to Pottery Barn earlier this week. The customer service person was brusque. I cancelled the order. She then, in a patronising tone, wished me an amazing day ... at 5:15pm!! What is that about??
- Verified customer
Long wait for item - poor service response
Order on 9/8 still waiting. Contacted end of August update&request to apply 30% sale. Order not dispatched needed a residential address - supplied. Called today no one notified customer support. Waiting
Awful customer service
This has got to be one of the worst customer service experiences I have ever encountered. I wish I saw all these reviews before I placed my order - it didn’t even cross my mind as it was “Pottery Barn”.
I made an order for an arm chair & ottoman end of July. The ottoman turned up but no chair. I was then told the chair would be delivered early August, however it did not arrive. I followed up again and was then told early September, however I’m still waiting. I have checked your website and it says it’s “in stock” so I emailed your customer se...rvice team a few times now and still no response. I can’t believe I’ve actually had to email you to let you know my order is now in stock??!! Extremely disappointed in the lack of communication and service from Pottery Barn.
THANK YOU LAURA!
Fell in love with the Nasrin outdoor rug in store and purchased. Arrived promptly full of manufacturing faults. Called the Brisbane Store to request replacement - Staff in Store are wonderful. They promptly organised Return Authorisation via DHL and then NOTHING! 2.5 weeks later I am still waiting and they won't even accept the calls from YOUR staff!
PLEASE NOTE UPDATES BELOW. Thank you Laura S for all your assistance. I would rate Laura's Customer Service 10 Stars. Pottery Barn staff have been nothing but wonderful. All issues have been with the courier service DHL
Poor customer service
Called Brisbane store as was interested in the Talia rug (244x305) When I originally called and talked to Jackie, she said they don't have the large in store but can order it in. Went into the Brisbane store on Saturday and wanted to buy, then told have to pay $75 delivery fee. I want to pick up so why should I have to pay for delivery? Apparently too big to hold in store??? (only 1.5 meters wider than rugs they have there) It's not like it's a heavy piece of furniture, it's a rolled up rug!!
3 month guarantee???
I will never buy there again. Bought a really expensive wall art that corroded / rusted after one year. They don’t want anything to do with it as apparently their goods can only be returned or exchanged within 3 months. Very disappointed that an expensive product doesn’t last that long and even more with their unhelpful customer service and unwillingness to do anything
Perfect in every way
Absolutely no complaints here.. Pottery Barn always kept me up to date with my orders progress.. Additionally. Fast delivery to regional Australia and a Gorgeous lantern.. Thank you Pottery Barn.. I shall return..
Poor customer service!
Really disappointing customer service from Pottery Barn. Wish I had read the other reviews - would have stayed away.
I order two lanterns from their online shop, one large and one medium. I was sent one large and one small (obviously cheaper) lantern. When I emailed customer service they told me that they would organise DHL to come and pick it up and that they would arrange a time within 10 business days. That wouldn't be a problem, however they said they would not send my replacement until they received the incorrect item back. That was almost...
Product not as described on web site and Months waiting on a refund
I ordered outside settings. When I received them they were the cushions only
The web site specifically described the settings and nowhere mentioned it was the cushions only
I sent everything back and demanded a refund if the product as well as the delivery fee
Pottery Barn were advertising false and misleading products which I could complain to the ACCC to have Pottery Barn sued
The man on the phone agreed with what I said and was organising a full refund including delivery
Well that was nearly 2 months ago and I call every week to complain and...
Nice products but their service is atrocious
Online orders just sit for weeks with no status or progress update. Four seperate customer service enquires completely ignored. Honestly the worst service I have experienced for any online store.
- Verified customer
PBA Kids Australia online delivery system is not functional
I ordered a quilt at the start of March, and it is now June, and it has gone in a circle three times. I still don't have it.
When I purchased it, I entered a PO Box number in the address. This was my mistake, as apparently they can't deliver to PO Boxes and this wasn't clear. They never emailed to say there was a problem, or even to tell me it had shipped. Weeks later I rang to be passed on to DHL, who said it had been sitting in their warehouse for weeks as they sent reports to PBA with the need for more info. When I rang they had just shipp...ed it back to PB. I rang PB and they processed a replacement over the phone and changed my address (spoiler - they didn't actually change my address). Exactly the same thing happened, as I followed up repeatedly to obtain a tracking number, only to find it had once again been returned to PB. They sent it out again A THIRD TIME and I chased up the tracking. They sent me the wrong tracking, and when I followed up again told me that it DHL had attempted delivery and was waiting to hear when they could redeliver. According to the DHL site, this is not true. It is once again sitting in the warehouse, needing to have the address checked/updated. Each time I email, it goes to the back of a queue and is answered by a different person who offers a textbook response, not really attempting to understand the context. I just genuinely am struggling to understand how this can be so hard or how it is possible to design a system that works so badly? Still don't have my quilt. I'm not sure if I will actually get it or if I will be stuck in this strange delivery wormhole for ever.
The worst retail experience in my life...
I purchased a floor lamp without even checking reviews. It was Pottery Barn - quality and worldwide - why would I bother? What a mistake! It arrived and the shade didn't fit the lamp. From that point I've spent hours of my life on the phone to these people to only be told today that the product is faulty and recalled. I've been hung up on (when the agent clearly realised my case was too hard to deal with), promised call backs that never happened, and then most recently today sent a shade without the base. I spent hours putting together, then dismantling the item, then having to pack it away for it to be returned. Just horrible. DON'T DO IT!
Absolutely terrible service
After ordering a sofa from Pottery Barn September last year (2019), it finally became available to ship seven months later in May this year (2020). Finally, after much chasing (involving numerous phone calls to PBs American customer service line which involved speaking to many people who seemed completely incompetent) I managed to get to the point where it was due to be delivered today. Hooray, I thought I was going to have a sofa for the Queens birthday long weekend! What a joke. I was only offered Monday as a delivery day (via text) and took ...a whole day off work to wait for it to be delivered. We live down Red Hill and when the delivery truck got there the driver refused to drive down our road, worrying that he would get stuck. We have had many, and much bigger, trucks to our house with no issues so it was very unusual that this driver had such issues. All in all I spent three hours outside in the cold waiting for them to decide that their insurance wouldn’t cover them if something went wrong and that they would have to take it back to the warehouse. The woman I spoke to on the phone from ANC (the delivery company PB hires for their deliveries) told me that it was my fault they couldn’t deliver it, that it’s not their job to know location of where their deliveries are going (saying I should have called to let them to know, despite them being aware it was a ‘regional’ delivery), that I should just accept liability for any issues with the truck and that they couldn’t deliver it again for another two weeks minimum and that it would again have to be a Monday. I am honestly appalled. I have never experienced such terrible service before (and I’ve had some bad service, it’s just that most places will turn it around if you let them know politely. I’ve also had furniture delivered from Urban Rhythm, Good Guys, Provincial Home Living etc and always had good experiences). She provided absolutely terrible customer service and not once did she apologise or empathise for completely wasting my day and she did not seem at all interested in finding a workable solution. As someone else has stated above, please don’t buy anything from PB you can’t take home with you, at least while they have ANC doing their deliveries. It has just been a miserable experience and I am so close to cancelling the sofa.
These 1 stay reviews were surprising....
I just logged on to log a review and was pretty surprised at the 1 star reviews. I can categorically say I had an excellent experience. Ordered a bar-cart and various items. It only took 2 days to arrive, which given COVID-19 is pretty great.
I see plenty of people complaining no-one came up to them in store. It's true that staff do not really approach customers, but I found them perfectly friendly if you go up to them. I actually really appreciate that the staff leave me alone. Pottery Barn is a store where people really need time alone to touch, feel, and consider what is right for them.
If you don’t want grey hair don’t shop here!!! Worst experience ever.
Ordered a product on 12th April 2020 and paid. After 15 days of receiving no tracking I emailed customer service who said they would get back within 48 hours. 1 week later I receive an email back with a tracking number. The product is still in transit ‘apparently’. I wait a few more weeks and each time I check it say the same thing that it is in transit. Have emailed customer service back with no response what so ever. I decide to ring and get transferred through to the call centre overseas!! (Keep in mind I purchased it from an Australian stor...e!!). They tell him to contact DHL or StarTrack to find our what’s happening. I speak with both of the above who do some investigating and find out the item hasn’t even been picked up from the warehouse because they have authorised it. Ring back customer service call centre and tell them this, they then proceed to tell me that I haven’t actually paid for the stated item (I have bank statements proving differently) they then say this is why the item hasn’t arrived. The lady hung up on me when I start to get frustrated by the whole thing. The next day I ring back and ask for a full refund, they try to tell me they can’t issue me one because the item has now been shipped? (Oh but yesterday I was being told the item hadn’t been paid for but now all of a sudden it’s been shipped!!)they speak with the supervisor and say I can now have a refund. I ask to speak with a supervisor, get told they will ring me back. The next morning I wake up and my bank account has been charged again. Ring them and ask to speak to a supervisor, get told they will ring me back within 2 hours. Never get a call. I call back and ask why I haven’t received a call, I get told that there are no supervisors on as it’s 1am in the morning, they proceed to tell me that my item hasn’t been paid for. By this point I am completely over it and demand my money back. Finally after almost 6 weeks of this nonsense it’s finally refunded. Oh and I still haven’t been able to speak with any supervisor. No one knows where the items are... not even the call centre. Absolutely appalling and so unprofessional, the stress this caused me is beyond ridiculous. I expect to deal with people from within Australia when I am purchasing a product from a store in Australia.
Questions & Answers
Hi. I think there was something wrong with my delivery address. I was pretty sure that I have entered the correct one. Have contacted your customer representative but they've redirected me to dhl supply chain. Just concerned if they will send my parcel back to PB. If that's the case can i just pick up the item from their warehouse? Or will they redeliver the parcel? My orrder number is 1535493.
Hope I get a response soon. Shiela
International C.Pottery Barn
DHL will usually hold the delivery for a few days before it is returned to sender. They do not allow for customer pickups at their warehouse.
Please let us know if we can be of further assistance.
Pottery Barn Global Customer Support
International C.Pottery Barn
Yes, they should be able to do that for you. DHL can be reached by calling 1300 362 194. You can use your order number as a reference.
Please let us know if there is anything we can do to assist. Thank you!
I sent an email 2 weeks ago regarding my order and I still haven’t received a response back
I’m struggling to believe that it’s true that Australian single bed mattresses don’t fit your bed frames?! And therefore regular sheet sets won’t fit either? Please shed some light!
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