Pottery Barn — Local services in Perth

Extremely bad customer service from Pottery Barn. Buyer beware!!! I purchased 2 of the Cream Carlisle sofas and 6 kitchen high chairs approximately 18mts ago. 3 of the kitchen chairs were a gift for my daughter and they were in the range of $400.00 each. The first week she had them the cane split from one of the chair legs. We were told by the store to return it and they would replace it. We travelled 60kms back to the store chair in tow walking through a very busy shopping precinct with the chair as we could not get parking. We were then told they could not replace it, but they had one that was being used by the store and we could have that. No partial refund was offered for the used chair and we had to clean it when we got home. I hardly use my chairs at all as there is just my husband and I at home and they look like brand new. I decided to sit on one last week and it gave way from underneath me. I hurt my head, back and foot. I am only 60kgs, not heavy by any means. I contacted Pottery Barn complaints to advise them what had happened and advised that I wanted a new chair or a refund of the purchase price of the chair. Still no response satisfactory response. When I received my 2 Carlisle couches they were covered in plastic etc., I didn’t unwrap them straight away but did notice that the plastic was ripped at one corner of each couch. I thought it was only on the outside but when I finally unwrapped them the material was dirty and the linen was damaged. I’ve sent photos of all of this to a Pottery Barn at their request and still no satisfactory response. Very inflated prices for products sold. Nice looking furniture but not quality. Absolutely no customer care, only rhetoric. Not proactive in resolving complaints. Worst customer service I have ever received and I have spent thousands of dollars with them. BUYER BEWARE as I don’t want anyone else to go through what I’m going...

On our first experience of buying frames from Pottery Barn a number of years ago, we opened the boxes when we got home to find the frames were damaged and we had to return to the store to swap the frames for undamaged items.

On every occasion since, we have always requested the customer service representative check the frames in the boxes prior to us leaving the store. There has previously been no issues with this request.

This week we purchased another two frames from the Perth store and again requested the customer service representative check the frames that were in the box prior to us leaving the store.

On this occasion, the customer service representative made her displeasure at this request known. Upon us pointing out one damaged frame, she insisted a flaw was “part of the design” and then went on to say it was inappropriate for the boxes to be opened as “they may be purchased as a gift”. I politely pointed out that “if there weren’t any issues with the item we’d purchase it” and also “how disappointed a recipient would be to open a gift that was damaged”.

The customer service representative did not appear to understand that we had a consumer right to check that we were purchasing undamaged goods.

Given ensuring customers were getting undamaged goods was such an issue for her, maybe she should recommend to Head Office that goods be packaged in packing that allowed the goods to be viewed without having to...

While I love the Pottery Barn aesthetic, the customer service at the store is pretty dire.

We went to buy a couple of rugs. All the sales associates were at the front, so we went there to ask for help. We gave the names of the items we wanted, and noticed the sales associate was looking them up on the website. I asked if it was easier for us to order it online. Another sales associate said, "Oh no. We won't get the credit, and you'll have to deal with the Americans." She kept making comments about how awful it is dealing with Americans. My husband interrupted her and told her that I was American. She turned to me and said, "Then you know what I mean then." Erm...no, I don't.

Not only are the staff rude to customers, they're appalling to each other. We had a really good sales assistant, who is normally in Pottery Barn Kids. Our sales associate asked for help printing a receipt, and the other sales associate was so condescending to her. She went to "show her" how to print the receipt, and realized the issue and couldn't do it either.

Honestly, if it wasn't for the good sales associate, we would have just ordered online. Save the hassle of dealing with the casually racist,...