Pottery Barn Australia

I returned an item a few weeks ago, several calls later and promises to follow up with the warehouse I’m still waiting. This is the worst customer service ever!! Show details

Very disappointed with the Mahalia Handwoven Rug (152 cm x 244 cm, Blue Multi – Item #8002655). The rug has been shedding excessively from the beginning, leaving fibres all over the house no matter how much we vacuum. I tried to be patient and gave it enough time, thinking regular vacuuming would solve the issue, as advised, but nothing improved. … Read more

What is even more frustrating is the customer service. Instead of helping with a reasonable solution or refund, they simply said it had “passed the return period.” As a good and diligent customer, I needed time to properly test the product and see whether the shedding was temporary or normal. How could I return it sooner without giving it a fair chance?

For a rug costing , the quality and after-sales support are extremely disappointing. I would not recommend this product or the customer service experience.

Very disappointed with my recent experience at the Pottery Barn Bondi Junction store. My husband took three cushion covers into the store specifically so staff could help us purchase the correct inserts. We relied on their advice and expected they would know which inserts were suitable. Unfortunately, every single insert they sold us was too… Read more

small and none of them fit the covers properly.

This has been extremely frustrating because we made a special effort to bring the covers into the store to avoid exactly this problem. At Pottery Barn prices, customers should reasonably expect accurate product advice and proper customer service.

We now have the inconvenience of having to return everything and start again. Overall, a very disappointing experience.

Worst customer service – The worst customer service ever. I purchased the canopy for my daughter’s birthday on November and picked up from chatswood store. When it was her birthday on February and wanted to surprise her suddenly I found the shop seller didn’t give me the… Read more

sheer for canopy and I couldn’t hang it in the wall. As the chatswood store was closed down, I called more than 30 times to bondi store and talked to manager ( Jill) but didn’t answer properly and they didn’t returned back my money. They always said Jill will call you back but she didn’t. So disappointing and never recommended.

Excellent - Toscana Buffet through Pottery Barn Perth – I'd like to give some credit where credit is due. I recently ordered a Toscana Buffet (on sale) through the Perth store. Firstly, the help I got in-store and on the phone with Perth was much better than the frustrating, standard marketing lines I received to my Q's on the Pottery Barn online-chat (which I think is in US). The buffet was… Read more ·  1

delivered really quickly (approx 2-3 weeks) but although very nice, it had a small but noticeable fault. This, of course, was disappointing... but I have to say, I've been really impressed and grateful with the way the Assistant Manager at the Perth store handled the matter. None of us like having to sort out a faulty piece of furniture (aghh!), but he was understanding and acted on the issue immediately, plus kept me updated while he worked on it for a couple of days. It's now just a couple more weeks later and I have a gorgeous replacement buffet - one that I'm super happy with and which I intend to keep for many years. So Perth-ites, I'd suggest you do your ordering through the Perth store and not online... for a start they'll answer your questions better, you'll help keep the Perth store open so that you can actually LOOK at the furniture before you buy, and you'll get good service if anything happens to go wrong. Happy camper ;-)

Beautiful Tanner long console table - polished nickel – Given all the negative reviews, I feel compelled to write a review about my positive experience with pottery barn ( on line Website order) and ANC as the delivery arm for pottery barn. I live in Queensland, and I ordered the Tanner long console table (nickel plated) when it was on sale because it was exactly what I was looking for and I couldn’t… Read more ·  1

find anything remotely similar.

I had never ordered from pottery barn previously and I usually check product reviews before ordering from new websites but in this instance I didn’t because I was so excited I had found a table that had all the qualities I was seeking. Once I had processed the order, I then checked product.review.com and I was absolutely horrified at all the negative reviews about not receiving pottery barn products and/ or the negative delivery experiences with ANC.

After my order was processed, I received a sms asking when I would like my table delivered and I selected a date. I have to admit, after reading all the negative reviews, I was really very nervous about receiving my delivery. The day before the planned delivery, I received a personal phone call from ANC advising that my delivery was being delayed and that it could be delivered the following day and I would be contacted by ANC via sms with a delivery timeframe. I thought to myself that this would be the beginning of the many, many negative experiences I had read about however, that evening I received the ANC sms with the delivery timeframe and the following day, on time, 2 delightful ANC delivery guys delivered my table.

The table is exceptional quality for the price I paid and it was packaged so well to protect the nickel plated frame and glass shelves. The 2 ANC delivery men were pleasant and on time.

Christmas Stockings – I was thrilled with the quality of the embroidery On my 3 Christmas stockings. They are just beautiful the colour matching is perfect . I was told it would be ready in 4 weeks. I was surprised and thrilled I received these back-in 1 week. Regards Julianne Show details ·  1

Not impressed at all. Purchased an item using PayPal pay in 4. It says pending authorisation on PayPal. But I had not received any confirmation email from potterybarn. Called them, they said its on PayPals end Contacted PayPal but apparently potterybarn hasn't accepted my payment. Now I have to wait and hope that my bank refunds the pending… Read more

transaction.

So disappointing First time customer Was looking forward to having the beautiful bed sheets on my little girls new bed.

I will not purchase from potterybarn again. Doesn't deserve a star

Product quality - Excellent. Pricing - Excellent. Customer Services - Excellent. On going spam from becoming a member - 0. The amount of spam you get from becoming a member with Pottery Barn Australia is ridiculous & ruins the whole Pottery Barn experience. If you unsubscribe & you want to purchase something in the future you have to go through… Read more

re-subscribing process, cant be bothered to tell you the truth, just go elsewhere and purchase an equivalent from somewhere else who respects their customers privacy. I would also warn friends & relatives about this.

I was looking for lamps but the choice was extremely limited. I was told that I could order online. I asked about return policy and was informed that I’d incur a 20% ‘return to stock’ fee !!! What a greedy policy Pottery Barn!!!!!

Terrible, never received an item I ordered back in September and now its November and still nothing! You're also not able to email them, you have to either call them during certain hours or online chat, and their online chat doesn't eve work. Never shopping from them again.

Got some cot sheets from PBK that were way overpriced because of the aesthetics, namely the pooh and Dillon Dino ones. When they arrived not only were they were not soft at all compared to stuff I've gotten from local stores, the colour of the prints were extremely dull and low in resolution compared to pics on their website that had clearly been… Read more

photo shopped so that the sheets looked brighter and more colourful than they do in real life. Total rip off of a business

I ordered a lamp shade. It took 3 months to arrive. During that time I contacted them trying to either get an update or to cancel my order. No reply. Their customer service email they give you doesn't actually go anywhere. Massive run around to actually get in touch with them and then they acted like it was my fault for using the customer service… Read more

email *that they sent for me to use*. When it eventually arrived I called to organise a return. They left me on hold for 15 minutes to organise it. Then said they weren't sure if their method for returns would work and I should double check *with them*. What on earth.

Purchased an armchair online on Friday 18/4 (Good Friday) which it said '9 in stock' and would be 2 weeks delivery. Email confirmed it had 'been shipped' on 23 April. I had a couple of phone calls from the delivery company who scheduled a delivery on 2/5, then cancelled until 6/5 then cancelled to 8/5 between 2pm and 5pm. On 8/5 at 10am I got a… Read more

text message that it had been delivered but it hadn't. I heard no more. On 19/5 I rang the 1800 number and they said there had been a transport issue to Qld and the delivery company would get back to me. I HAVE HEARD NOTHING and its almost 10 days. Considering cancelling my order as this is appalling service from a large company.

Dreadful. They may have stuff you want but trying to buy it is a nightmare. The computer says there's 2 in the stock room, but there weren't. So ordered online for click and collect. And money was taken, order confirmed and then... email to say no stock at my local store. Oh! I asked about a refund. No reply, but can see a refund is pending on my… Read more

credit card. So rang to ask if they had stock in the warehouse for an online order. No. Pointed out that the website said they had stock. Nope. No stock. The person tried hard but 'sorry' isn't any use when I now have a lamp base I can't buy a shade for! FINALLY I rang the Chadstone store to ask if they had a different shade in stock and asked them to do a manual stock check. THEY SAY THEY HAVE ONE. So am off there now. Fingers crossed. BE AWARE: the lamp bases they sell are American 'harp' fittings. That's not what we use in Australia. So you HAVE to buy a shade from them. Over it. Won't be bothering with Pottery Barn again.

Abhorrent customer service – I just tried to chat with them to order an item and they were so rude - basically just told me to politely f--k off. I can see why their business is failing in Australia...

No refund of voucher - appalling customer service - avoid! – I wish there were zero stars. I made a purchase based on misleading photographs and descriptions of the items. Did not receive any email confirming my purchase. Had a sneaky feeling after I made the purchase that it was not as described so I called to check. They didn't get back to me so after 2 online chats I finally got the order cancelled. … Read more

The order was made on the 29th of December - as of the 17th of January I am still calling and emailing trying to have the gift voucher refunded. In fact while I was talking to a customer service rep I thought I’d look up reviews. Here I am after 20 minutes on the phone still with no resolution.

I have never experienced customer service that is so poor in my life. You always get told it's being “escalated to line leadership” and it goes nowhere. AVOID like the plague

Terrible Customer Service – Called in this morning in Bondi Junction and purchased a platter. Customer service non existent including from the guy who appeared to be the manager.

Do not buy from this company!!!! – Do not buy from this company!!!! Terrible delivery service, faulty product doors not aligning on cabinet and missing the components to sit the shelf inside. The entitled attitude from the store staff was the last straw.

Shocking product & customer service! – Terrible customer service. Pottery Barn believe their furniture should last less than 3 years! I purchased a Nash leather office chair in 2021 which I hadn’t used until now as we have been renovating, now that I’m using the chair the hydraulics lever isn’t keeping the seat up and Pottery Barn think this is acceptable. The staff have been… Read more

disinterested, unprofessional and apathetic. It has taken them 3 months to review my case only to be told I’m on my own… I’ve been shopping at Pottery Barn, West Elm & Sonoma for the past 7 years and spent too much money, never again!

Very poor product and customert service – Disgraceful customer and post-sale service. I ordered a dining room table ($2598). On arrival it was an extremely poor quality and defective product with a crack on the tabletop and clearly visible scuff marks on the surface. I requested a return and refund under Australian Consumer Law. The table was returned via their courier, and it took over… Read more

four weeks for my refund to be provided despite numerous phone calls and emails. I would never buy anything from this company again – a terrible product and very poor service.

Terrible customer service – I ordered a product and they only delivered 1/4 of the product ordered. By the time I properly opened the box as it was huge and was in progress of moving it was outside of the 30 day period and they refused to help.

Product size is not as advertised, customer service poor – I purchased a feather cushion insert. Its size is bigger than what I ordered: I received 56 cm by 56 cm, and ordered 51 cm by 51 cm. It is a whole ordeal to get the size I actually ordered and return the wrong product. I spoke with them on the phone, and they offered a reasonable solution. However, later, I received an email saying that they sent… Read more

me what I ordered and nothing was wrong. They then suggested that I return the wrong product at my own cost, they will deduct the original shipping fee from the refund (note I paid $16 for shipping!) and I can order another correct product!!! How is that for a resolution?

No Delivery – Ordered 2 chairs beginning of March. Expected delivery a week later, March 6. Took a day off work to wait for said delivery. After delivery time has passed received a text saying chairs are not coming today as the van has broken down. Really? Seems like your issue, not mine. Now I have to wait until March 26 to get the chairs. So almost a whole… Read more

month with my money, and I don't have the product I have paid for. Asked for compensation, of course nothing is offered. Now I need to take another day off work to wait again for my chairs. This is a complete joke! Should have looked at Product Review before ordering.