Williams-sonoma

Steph C 

on BBB

3 years ago

Pottery Barn demonstrates no appreciation or respect for customers and refuses even the most reasonable accommodations. After ordering thousands of dollars worth of furniture several months ago, I ordered a mirror for $350. Though it was in stock, the delivery estimate was about a month out. As I tracked the item and saw it stopped making progress, I was patient because the estimated date had not come and I dont know what their process is. The date passed and I was still patient. When I called, they predictably didnt know wh... read more

Christine M 

on BBB

3 years ago

Similar to other reviews, I ordered furniture from Pottery Barn that has not been delivered and is outside of the delivery window that had already been extended from the date I placed my order. I have called numerous times for an update on my order and eventually was put in contact with someone from their "leadership team", ***** *******. ***** gave me her (fake) extension and promised me that she would give me a call the following Monday with an update on my order. Monday came and went so I called on Tuesday. Was told that ... read more

Stacy C 

on BBB

3 years ago

I would give this zero stars but it wasn't an option. I placed an order in February 2021 at West Elm online, a Williams-Sonoma company. Estimated delivery date was April 29, 2021. Monitoring the tracking, I noticed that by Apr 28 it hadn't moved from "ordered" status to "preparing to ship" status so I called customer service to inquire. They were going to check with the warehouse, and the vendor to see if it had shipped yet and follow up with me. A week later and hearing nothing I called again, same thing, CS rep was going t... read more

HB 

on BBB

3 years ago

DO NOT BUY FROM HERE Got a "6-9 week" fabric option, but now at 5 months since my order I don't have my couch. Every time you respond directly to a customer service email, a new person responds with different information so I don't know what to believe or who I can reach out to. After communicating with them previously I was left confused and disappointed about my $5000 order since there were so many different days that my order might come. I send another complaint to them after another push out on the tracking page with no ... read more

Bernadette O 

on BBB

3 years ago

Pottery barn very disappointed in customer service, they wont budge to make you happy. I forgot to enter in the freeship promo code they refused to honor it because of that. Also there is no way to know if an item is back ordered until you buy it. Dont shop here. 

jeffrey l 

on BBB

3 years ago

low quality. lasted less than a year. called customer service and said quality is only 30 days for refund. offered 10% off next purchase. Talked to manager and after an hour and a half was offered 15%. DO NOT BUY POTTERY BARN 

Chris H 

on BBB

3 years ago

Horrible customer service. After waiting 10+ weeks for a very expensive leather ottoman, it arrived heavily scratched on the top. Instead of sending it back, I decided to hold onto it and hide scratches with a drink server sitting on top of the ottoman until the new one arrived. I was told that it will be delivered by mid Feb 2021. Here I am in May 2021 with no ottoman replacement. After calling customer service yet again, I am now advised that my order was never processed and was sitting as a "draft" in their system. Now my... read more

Lori M. 

on BBB

3 years ago

After reading the rest of the reviews on this site for West Elm (Sonoma, Pottery Barn conglomerate), I no longer feel alone! Their customer service is the worst I recall experiencing. Placed a large dish order months ago -- all items *appeared* in stock. After receiving partial order 1.5 weeks later, was informed that the remainder was now on "backorder". Over the next several weeks, kept a pulse on the order tracker website and the date for potential delivery kept teasing me - pushing back to the next week...and the next we... read more

Gigi 

on BBB

3 years ago

I wish I had read these reviews before ordering a couch from Pottery Barn. I ordered a couch on March 22. The website said it was available and would be delivered in April. In April, I didn't receive any emails or phone updates so I went on-line and learned that it had been rescheduled for August. I called customer services and was told that the couch was built and that I would receive a call to schedule delivery soon. After not receiving any calls, I call again in May and am being told that the couch has not been built yet.... read more