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December 2023 by Jeff S.
DO NOT ORDER FROM POTTERY BARN IN PINECREST LYNDHURST OHIO. Ordered two items in September for delivery in October. One item got back ordered, one item was shipped to their warehouse in October, it is waiting there. First item was back-ordered another month. Then another month. Then another month - we are now into next year. We asked to have the item in their warehouse shipped to us and not wait for the other. Response: "No, they won't split the order". "They" must be their headquarters. "They" won't spring for the delivery cost for one item while the other item is delayed 3 month. Pottery Barn is INFLEXIBLE and the staff at Pinecrest have NO INFLUENCE over anything at their company. So we wait and wait. AVOID AVOID AVOID.
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October 2023 by Misses Lyrics
a beautiful store, but no one seemed interested in asking if I needed anything. i walked around for a bit hoping someone could help me find a few things and answer my questions about ordering time frames, but i ended up leaving with nothing.
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October 2023 by Danni Yurek
Was there for a good 30 mins before anyone came to ask if we needed any help and I said yes and was told she could help me for a few mins. What? Really nice stuff though so I’ll still buy things.
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August 2023 by Yi Yang
Ordered around 12 items here over two months ago. First they canceled my order without notifying me and I had to find this out myself when I checked on my order status; after I placed the order again, an associate told me items would be shipped as they become ready because it’s a large order and it contains one item that has a much longer wait time than others; a few weeks later I called to check order status and was told I had to call the delivery company myself to check; I called the delivery company and was informed all but one items had been sitting in the warehouse for weeks but they were not allowed to ship without approval from William Sonoma (parent company of Pottery Barn) when one item was not ready; I called back and an associate said she sent a request to split the order but two weeks later when I called the delivery company again they told me no request was ever made / received; another associate had to help me send the split request again and finally I scheduled delivery for today; I took the day off and the items never arrived, the delivery people never showed up or called me; after I called / e-mailed repeatedly they finally told me it’s because the truck broke down and I am not going to get my items now. I called an associate and she said she completely understand my frustration but she can’t help me. I’ve never felt so misinformed / ridiculed by any company. The delivery dates they provide customers are essentially false advertisements when they know it’s likely to be too optimistic. I am working to find out whether that can indeed constitute as false advertisement legally.
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July 2023 by Gary M.
I wanted all new dishes, and ordered them from Pottery Barn - online. There was a shipping problem (damaged goods) and their Customer Service people were not much help.I ordered dishes, platters, serving pieces. A lot of money. They split it into multiple shipments and put some on backorder. One shipment was damaged - the bowl arrived in 20 pieces. I called and was told 'we can only give you a refund. You will have to re-order it yourself or go to a local store'. Wait a minute!! Why make it my problem to solve? Any other retailer would ship me a replacement, no charge.Lousy service. Sorry I bought from them.
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June 2023 by Latinya Benton
Here is why I lost respect for pottery barn stores... They charge you to get the item shipped to the store or your home. $159?
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May 2023 by Aaron Parks
Worst customer service. Spent 4+ hours on the phone trying to get an issue resolved. White glove service was paid for and not performed. It was going to take 12 days from initial appointment to correct the issues. Worst customer service I’ve ever encountered. No one responds to follow up emails or calls.
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April 2023 by Sarah Lee
Buyer beware. We ordered many pieces of furniture back in June 2022 and it was a battle with “concierge service” to get our pieces delivered. We were routed to different warehouses and service people for months trying to track down our furniture when it was months past due. I was told by an out-of-state warehouse that they are fielding calls many times by customers who are in the same boat as we are from all over North America. The person I spoke to I made her talk to me more and she disclosed that she can see the Ohio warehouse had some of our pieces since August 2022 and the the rest November 2022. It is March 2023 when they partially delivered requiring 3 more phone calls to figure out what is happening. We decided to ultimately “return” items we never received. We are still waiting to see if we get our money back but it has been a lot of stress. They will try to keep your business by verbally saying they will give you a discount but we hadnt seen so called discount in the account. When I called about it, they said there is no record of the promise. I am very sad because I used to love pottery barn/west elm but this has been a terrible experience. The actual ppl who work at the store and the delivery ppl are lovely, but their system sucks. Dont buy furniture from here unless you also want a headache.
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March 2023 by Lisa York
I cannot say enough good things about Pottery Barn and the Pinecrest location. Recently moved back to OH and needed to update our home’s interior. Worked with Gayle Hitchcock, their designer, who came to our home and designed a plan for our entire first floor. She helped me get everything ordered. The quality of all the items, from the furniture to lighting to the rugs and all the decor is truly excellent. Everyone who comes over is blown away by the stunning transformation. You get what you pay for and with Pottery Barn you indeed get your money’s worth. This location has the best customer service also. I couldn’t be more pleased with my entire experience.
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January 2023 by Bill Yurgen
Customer service is always top notch. I just had conversation with Josh regarding an item I ordered on-line. The wrong color was shipped by BP's vendor. Josh handled this seamlessly. In the future, I'll just run my purchases through Josh rather than the POTTERY BARN website.
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December 2022 by Jayne E. Juvan
Pottery Barn furniture delivery is an absolute mess. Proceed with caution if you order here. We ordered several items that were supposed to arrive in August/early September. It is December, and we continue to be missing items. Delivery brings components to pieces, but not everything, or they bring the wrong item. Customer service is a call center, you wait on hold forever, and then reps hang up on you instead of trying to solve problems. We were supposed to get a credit to our credit card, and it still hasn’t come through. I have spent hours and hours chasing my items and still don’t have all of them. We ordered from Pottery Barn for years without any issues, but sadly cannot do business with this company anymore.
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December 2022 by Kim B
Ordered dining room set in Oct and today 12/14/22 still waiting on missing chairs. rude service. so much for white glove service. Perhaps for some $5000 isnt expensive but that is a fair amount to spend for a small dining set and the service does not mirror the cost. Everything isnt due to COVID, bad service is bad service ....cut your prices to look more like Value City if you cant keep up with service! Had a few more items I wanted to order but I will shop elsewhere
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December 2022 by jose luis Perdomo
Bought two club chairs in April for an Aug/Sep delivery. After three months of follow ups they finally told us before the Christmas holidays that the chars were lost. Will never again buy anything at Pottery Barn.
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December 2022 by Donna Snyder
PB has poor customer service. It is now against PB policy to make a price adjustment for an item that goes on sale. Our coffee table has not been delivered and PB will not adjust to the sales price.
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October 2022 by Courtmayw ..
recently ordered a couch from Pottery Barn and I have been met with nothing but frustration. I was never notified that my custom order was ready to be scheduled for delivery. I happened to figure this out when checking the status one day. I quickly contacted them to schedule and they sent me to a third party company to schedule my delivery called Werner Final Mile. This delivery company should go out of business. Absolutely horrible customer service. They are impossible to get on the phone, they make you leave a message which they will not return. They finally scheduled a day and emailed a delivery time frame, but don't trust it because they will no show, no call. Then they will tell you they will deliver it a few days later via email, because they won't answer your calls. Then when you call Pottery Barn to assist you, they will only transfer you back to Werner Final Mile, to be placed in voicemail hell, because they won't answer. I've been trying to schedule the deliver of my expensive couch for 3 weeks, yet it still isn't here. Not worth the cost!! The fact that they would even trust a company like this to delivery their products tells you that they don't believe in their products nor care about their customer!
