Rejuvenation

Brenda B 

on BBB

4 years ago

I ordered the Brabantia Bo Touch Top Trash Can, 16 Gallon (Black) from Pottery Barn on 10/30/2020. After ordering, I received notification that the estimated delivery date is 01/29/2021. On 11/1/2020 I called to cancel the order as I saw on West Elm the trash can was "in stock". Given that West Elm and Pottery Barn are under the same company, I asked the Customer Service Representative (Rep) how was it possible that the two companies had varying delivery dates for the same item. She said she didn't know but asked if I wanted... read more

Sandra S 

on BBB

4 years ago

On 10/15/20, I called Pottery Barn to report that a chair I received was defective (not due to delivery). They gave me a website to report this issue. I received a reply saying I did not meet criteria?? On 20/23/20, I called the customer service agent again, and was told they would process replacement but was then told it was no longer available. On 10/25/20, I called and was told my return would be processed and I would receive a confirmation email which I never received. On 10/29/20, I called again to speak with a supervis... read more

Dennis C 

on BBB

4 years ago

"Nightmare on West Elm street!" My sofa will be at least 3 months late. I paid the entire amount when ordering (a mistake). It took over 10 phone calls to West Elm call centers to confirm that I would be getting the sofa I ordered at all. I only received a call from West Elm, with an informed update, after I posted a negative review on a consumer website. Buy furniture somewhere else. 

Claire K 

on BBB

4 years ago

A truly terrible customer service experience. From the in-person staff at the West elm in Birmingham, MI, to the slightly-better phone conversation with customer service, I’ve become an incredibly dissatisfied customer. I drove 45 minutes to my nearest West Elm (Birmingham, MI) to return my order only to be told by their apathetic, rude management that they’re not accepting online returns due to COVID. Understandable, but this information wasn’t listed anywhere. When I mentioned this, the manager gave me a withering look as ... read more

kristy h 

on BBB

4 years ago

awful company to deal with. Awful and incompetent supervisors and "customer service reps". Refuse to refund me for an order of over 400$. Thieves Will never purchase from them again. Just stick to Wayfair, which sell the similar items for half the cost and EXCELLENT CUSTOMER SERVICE. 

Gina C 

on BBB

4 years ago

I ordered a sectional sofa on July 15th and it is expected to be 90 days late (if it ever comes). It was originally supposed to be delivered in the first week of September. I still do not have it. It is continually delayed by two weeks with "build in progress". I look on line at the status, and I see that it is delayed. A week or two later, Pottery Barn emails me to tell me that the piece is delayed. I am not updated about delays until will after the "delay" goes into the system. **************** is poor - they did not respo... read more

Teresa W 

on BBB

4 years ago

If you are considering purchasing final sale items online at Williams-Sonoma, please note that they will not refund sets if the items are sold individually. I received the following response from Williams-Sonoma for 6 dining chairs. I wanted to understand what would happen if one or more of the six dining chairs arrives damaged. This is the response I received: "If only one of the Avila Dining Chairs arrives damaged, then we would make the exception for only the damaged products. If the additional chairs arrive in proper con... read more

brad S 

on BBB

4 years ago

I placed a large order of dishes for my boss to replace his entire kitchen set a few months ago. The first order arrived and half the dishes we received were completely shattered and in pieces which is clearly unacceptable. I contacted the company to replace the dishes, the new order arrived promptly however ONCE AGAIN half of the order was shattered. I contacted customer service once again, this time my boss was FUMING. After speaking to a manger for over TWO HOURS it finally seemed like we had things straightened out and w... read more

Grace K 

on BBB

4 years ago

The WORST company out there. The company cloaks itself in a bygone reputation of attainable luxury but will take your money and send you nothing. I spent $1,800 on a bedroom set and it took over 3 months to have it sent, and many hours on the phone with customer service. They issued me a store credit of about $100 for my troubles. I ended up ordering a food processor and a hand mixer on August 10th, it is now mid October and nothing has arrived. I was also never informed of these items being on back order. The "service" rep ... read more