Reviewer Photos & Videos
Worst company on the planet!
Worst experience I’ve ever had with a company. Bought our daughters bed here which ended up having cracked legs and it was about to collapse over. Tried contacting Pottery Barn Kids customer service multiple times which is based in the US and had an awful experience. I have been given the run around for months, they are full of empty promises and have taken no responsibility. This is a PATHETIC EXCUSE of a company!!!!! Do yourself a favour and do not buy products from them.
Appalling Customer Service.
I've been emailing PB to delete my online account as I no longer plan to ever buy from them again! A very negative experience posted here in 2018. Well 6 emails later and conflicting information, they have replied that they are unable to delete my account or for that matter deactivate it! That we all know is deceitful to say the least. The first three replies was "thank you for your email, we have unsubscribed you from our email list as requested". At no point did I request that. So never sign up to PB or buy anything from them. Disgraceful and an unethical company.
Broken dirty lamp, will not send replacement parts
I purchased the Grace lamp for my daughters room.
Part of the lamp was broken, one of the large crystal leaves so I had to replace with the only one that came as spare so I have no spare parts.
Additionally the actual shade of the lamp is in disgusting condition. It looks second hand, used, it’s so grubby and dirty it’s brown not white.
Emailed and asked for replacement parts and they said sorry we do not send replacements you can return it for refund or exchange.
Firstly, heavily pregnant and not travelling 4hour return trip to return.
DO NOT BUY
I placed an order online with PB. I have contacted customer service many times to confirm delivery only to be told they cannot answer and their story changes everyday. I rang ANC (delivery company) who advised it would be minimum 8 weeks but they hadnt even received my order as yet so looking at a 3 month delivery!!. I am suprised a large company like PB cannot figure out a better delivery service when smaller companies can delivery promptly.
No customer service in Australia
The stores are nice, and instore service is usually good. Unfortunately, there is no customer service available for online purchases. I had a problem with a rug which was completely disintegrating on arrival. In order to get a refund, I had to send about 10 emails to an international email address, without reply. I eventually got a reply by putting 'Social media escalation' in the subject heading - which I learned from reading other reviews. That led to someone authorizing the return, but now a month after sending the item back, I still don't have a refund. The items are of poor quality, and the customer service is even poorer.
Boycott Potterybarn!!! No customer service in Australia and poor quality dining table!!
I purchased an expensive dining table (the chapman oval marble dining table) online for $3,499 which includes the “deluxe delivery service”. Bad delivery experience: on delivery day, it took 3 hours, and eventually 5 men for the delivery company (anc) to get the table top out of the truck and into the house. The table comes in 2 parts, the top being marble. 3 delivery guys arrived at first, soon to discover they couldn’t lift the top out of the truck as it was too heavy. They waited for another guy to arrive but he had a bad leg (previous injur...y) and so left. They then sat around for a couple of hours and waited for another 2 guys to arrive, this now resulting in 5 guys! Whilst this was going on I rang the perth, australia potterybarn store seeking some help but was rudely told by the store “customer service manager” [Name Removed] that because we didn’t order the table from in the store as opposed to online they were unable to help and that I deal with the delivery company, anc myself. And that I contact the international potterybarn number myself. [Name Removed] was rude! So I tried to contact anc with no luck and meanwhile by this time the additional 2 delivery guys arrived. I also tried contacting the international 1800 customer service number for potterybarn only for what sounds like someone answering “hello, hello, hello..” in a sleepy and american voice. She was no help at all! Potterybarn does not have customer support in australia for online shopping! What a disgrace! And then the real fun begins - poor quality dining table the marble top is full of fissures (cracks)...Some people would say this is expected for real marble but not for a dining table. You can feel the roughness and cracks! I fear if something was dropped a whole piece of marble would drop off. This is too dangerous when we have young children! The marble is not that thick! Clothes would get caught on them! Spilt drinks (wine) would stain in the cracks! And it doesn’t stop there!! When leaning on the table there is loud squeaking coming from the middle of the base. Almost like there is a piece missing in production. It’s unbearable, and the table cannot be used!! I had to contact the 1800 potterybarn number again...And the sleepy woman answered ...Again. After explaining the concerns with the table, and asked her to confirm if anything could be done ie. Get someone out to have a look or get someone to confirm about the fissures and come up with solution to fix the creaking I received the robotic response of “well would you like a return” so that’s what I’m left with..A return. Can’t wait for the delivery guys from anc to turn up to take this table away.. It’s such a shame as it’s a beautiful table and we have been looking forward to using this table in our new home. My mum and I both shop regularly at potterybarn and have been long time customers with many properties to fill. We will both never be shopping here again! It’s been an absolute disappointment, for such an expensive purchase and no customer service in Australia! Check out the pictures and video!!
SO DISAPPOINTING! $130 for a RUSTED dolls pram
I just unboxed my daughters birthday present, a dolls pram to suprise her tomorrow for her birthday and it’s RUSTED!
I was told they will collect it within 2 weeks and then process a refund once checked in at their depot. Pretty appalling considering the price I paid and no quicker options.
I’ll explain that to my 2 year old tomorrow!!!
Also not the first issue I have had with online orders from pottery barn kids the last one was never receiving a bed I ordered, and had to re order it.
Don't buy online. No customer service
I like a lot of the Pottery Barn Kids (and their sister company West Elm) products though have had a number of issues with their online platform.
I purchased a set of 4 items late last year. 10 days after ordering, I receive an email saying the shipment has been dispatched. The day after that I receive another email notifying that 1 of the items was out of stock and placed on back order. I was only charged for 3 of the 4 items, though if I knew 1 was out of stock, I would have ordered 0. I have emailed their customer service twice and have re...ceived no response and as per previous reviews, returning items is extremely difficult. Having now read all the previous reviews, I will also make an ACCC complaint. It sounds like customer complaints aren't enough of a motivation for them to change their processes. I will say - I have only had positive interactions with the in-store staff, though they are unable to help in this situation. Avoid buying online.
They don’t back their products, stay away!!!
I ordered an Anywhere Chair, online, for my goddaughter’s 1st birthday in July. I had it embroidered with her name at one of their stores which I had to physically go to twice, to drop off and pick up, which wasn’t close to home (they don’t offer this service online). The chair wasn’t used until a couple of months ago and the cover got washed as per instructions. When the cover was being put back onto the chair, a small hole was present which hadn’t been there before. Upon closer inspection, there was a different colour thread coming through th...e hole. I emailed the Customer Care team to explain what happened and attached photos. I won’t go into too much detail but I basically was first told that they couldn’t replace it as it has been embroidered (I told them it was done by them) and that we should’ve noticed the hole in the first 30 days. I was also told that it was probably wear and tear. Wear and tear? My goddaughter barely used it and had it approximately 4 months. The replies I received you could tell were not personalised but generic. I questioned them why a large company such as Pottery Barn didn’t endorse their products especially when their products are expensive. I would think twice if I would purchase from them again and I can tell you that I have friends who too will not purchase anything from Pottery Barn anytime soon due to their poor Customer Care.
Happy to take your money, not so keen to deliver the goods. Basically theft.
Placed a large order in November for a selection of goods ($10k+), everything but some mugs were listed as in stock. No contact at all about delivery within the promised (in writing) 18 days.
Called customer service to find out the entire order was now on 'back order' with no sign of delivery!
Have since been advised it is now 'pending release' but still no commitment to deliver at any time.
Pottery Barn have basically just obtained an interest free loan from me by falsely promising something and then ignoring me.
Updated January - Pottery Bar...
Buyer Beware - worst shopping experience I have ever had!
Ordered three items through Pottery Barn online which I received in October 2020. The quality of one item was very disappointing and a return was arranged through the toll free number on the date I received the items.
I called the toll free number provided by Pottery Barn and was told by the Customer Service Operator that the return was approved; I was provided a number and told that a return sticker would be emailed to me. This return sticker was not sent to me and weeks later I called Pottery Barn again.
This Customer Service operator sai...d that she could see that the return/refund of my order had been authorised but that the previous person had not 'checked a box' that needed to be checked. Return stickers were then emailed to me and I was told that I would be contacted by Startrack Express to arrange a pickup time. The following day a startrack express courier left a card in my front door saying that there had been an unsuccessful pick up. This was despite that fact that no pick up time had been arranged. Four phone calls to DHL later, a new pick up time was arranged and the items were picked up on 18 November. For days after this I received a number of phone calls from DHL in Singapore wanting to organise a pick up of the items that had already been picked up! More phone calls and emails were made to clarify that the items had been picked up. I thought that the items being picked up meant that this sorry saga was over - I was wrong! More than a month later I have not received my refund. I have emailed Pottery Barn Customer Service Australia numerous times with no response. Next step - I will make a complaint to the ACCC. Buyer beware - my one star review is being generous!!
Awful - stay far, far away
Ordered several items on sale over a month ago with an initial delivery estimate of 3 days. So far nothing, other than to be continually told that our delivery is ‘pending’ despite all items showing online as being in stock and ready to ship immediately. They were happy to take our money right away but have refused to provide any update on shipping, a reason for the delay or an estimate as to when things might start moving.
We have called and emailed and called and gotten nowhere. Nobody is able to help other than vague promises of “we have s...ent a message to X in the team to move this forward”, instead we just get passed around from rep to rep in an endless circle of helplessness. Of course if sir wanted to cancel his order and put another one through at full price we would be happy to do that for you... still with no guarantee of receiving the items before the sun eventually explodes and burns this earth to a crisp of course. If you enjoy paying money and never receiving your items then Pottery Barn is the right shop for you.
2x Refunds PB Kids
I have had to make multiple phone calls to the the US Customer Service team and the service has been awful. I've been disconnected, told the wrong information several times, told I'm wrong, told I need to provide proof (which I just sent their own invoice back to them, surely they could have seen that) or just not given an answer at all after been on hold for ages.
It took 3 weeks to finally get a refund approved for being overcharged on my shipping, I've provided by credit card details for the $135 refund but no-one can tell me if and when th...ey will process this. I just want my money back trust me I've worked hard for it already, I feel like I'll never see it. They also arranged a return pick-up, I rang them when it was getting late on in the day and they assured me it was booked, however when I rang ANC I was told they don't do returns and I was wrong (1 hour later they find my info) and what do you know after 3 weeks waiting no return pick-up actually booked. I begged the lady to help me as they won't process my $254.96 refund until it scans in & I've waited nearly a month for the collection already. I had to wait at home the next day again for it to be collected. Honestly they owe me nearly $400 back and it's been nearly a month and I've had to organise and chase every step of the way. It's Christmas, it's COVID I need that money back and it's not right they make you wait so long. They overcharged me and the return wasn't my fault they cancelled the matching other part of my order, why do I have to wait for it to scan in? I've returned it so give me my money back. Run for the hills with PB Kids! The international ordering process is just too hard when it goes wrong.
Ordered item to be delivered and cannot arrange delivery!!!!!!
I placed order no. 1717440 on 17 November 2020. I understand that ANC is the delivery partner.
After placing the order, I was informed by ANC that there were no deliveries scheduled to the area and that some time in the future they will arrange delivery when there are other deliveries scheduled for the area.
Your website says "Typically, the delivery date offered will be within 10 days of your text or call for metro deliveries and up to 19 days for all other areas." 19 days following the date of my order expired on 6 December 2020. The deli...very is now 2 days overdue. The delivery needs to occur by the end of this week or it will miss the event that it was purchased for. I have been trying to get through to someone every day for the past week at both ANC and pottery to get this delivery confirmed and haven’t received a response. I cant seem to have a meaningful discussion with anyone about this order. Very disappointing!
I have been dealing with your customer service team for over 2 months in an effort to receive two separate refunds for items that were not delivered to me due to Pottery Barn having lost them or not actually having them in stock in the first place.
I am absolutely disgusted by the amount of calls I have made to your team and the fact that your company is quite blatantly avoiding paying me back for items that you have admitted to never having sent to me.
I have been hung up on several times which is absolutely mortifying and if you do ...not provide me with my two refunds I will be contacting the ACCC to lodge a formal complaint against your company. I am waiting on a gift card refund of $60 (Order #1598447) and I am also waiting on a refund to my credit card of $88.90 (Refund # 130384) - I don't know why it's so difficult and why it's taken longer than 2 months now but I expect it to be rectified immediately. I have been more than accommodating for your pathetic response to my queries but after being on hold for another hour today I am absolutely fed up and I want my money back.
Incorrect Item Sent
Ordered glassware from Pottery Barn and the item I received did not match the description on the website. Have called the online customer services team to process a return/refund, and was assured this would be done and I would be contact via email.
After a couple of days of contacting still no action and no emails. Ridiculous that I have to now try and chase this up.
Fixed cost delivery fee
Pottery Barn charged a fixed $125 delivery fee on top of the price of a cabinet, regardless of whether it was purchased online or in store, because they do not hold the products in store. It is entirely misleading and deceptive to advertise the price of the item without this fee, and to only wait until check out (after any promos or discounts are applied) to tell you that the cost is 10% more than advertised. In this context, the delivery fee is part of the cost of the item, and should be advertised as such.
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...
I will not be buying a thing!
My review is that I will not be buying a thing from Pottery barn, these reviews are appalling. Not one is positive. I am so happy I read them.
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
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
Could they redeliver my parcel to my address if i ring them?
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 found calling them is best, they have shocking online assistance better to call them directly
Hi Lisa, will you please send us a private/direct message with your order details so that we can help? Thank you!
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!
Hi Bec. I think you meant to direct this query to someone else. We had a faulty sofa delivered to us from PB early last year and we are still dealing with them after all time. Dimi
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