Pottery Barn — Local services in Kentwood

Customer Service is awful at Pottery Barn. I ordered 4 pieces of custom furniture from Pottery Barn. Two sofas and two loveseats. I loved the look of the furniture. However, within a few days of delivery, I noticed feathers poking out and coming out of the cushions. Not just a few, a lot of feathers. I looked inside the cushion covers and there were numerous amounts of feathers outside of the protective cushion cover. The more the furniture was used, the more feathers that came through. The feathers were sharp on the ends a very uncomfortable. I contacted Pottery Barn. They requested that I send pictures of the inside of the cushion cover for each cushion. My sofas each had 9 cushions ( 3 each of back, seat and lumbar cushions). My loveseats had 6 cushions each. So I was asked to uncover and take pictures of 30 cushions. In addition, I had to take pictures of each furniture piece showing the feathers on the furniture. I explained that this was a lot of time consuming and messy work. The customer service rep told me to take the pictures for just two out of the four pieces, since they were all the same style. So, I did exactly as they asked. After receiving all of my pictures, they stated that it is normal for the feathers to come out of the sofas but not to the extent that mine were. They agreed to change out the feather cushions for foam cushions. Since I really liked the furniture itself, I thought this was a good solution. Over the next few months, I received foam cushions for one of my sofas and several foam cushions that were not for the style of my sofa and did not fit the cushion covers. I contacted Pottery Barn each time I received incorrect cushions. They said they didn’t want the incorrect cushions back, but they would resend the correct foam cushions. I didn’t want to keep the incorrect ones because there were a lot, but they did not want to pick them up. Several weeks went by, and I had still not receive any correct foam cushions for my 3 other furniture pieces. I contacted Pottery Barn several times only to be told they were looking into the situation. Finally, after numerous conversations, Pottery Barn said they would no longer send the replacement foam cushions for the remaining sofa and two loveseats. They gave me no reason as to why there were so many mix-ups on the cushion sizes or why they cancelled the replacement order. They basically backed out of what they told me because they sent so many incorrect cushions. So I am stuck with 3 pieces of furniture that continually lose feathers even after 9 months of...

DO NOT ORDER FURNITURE FROM POTTERY BARN!!! We have spent almost $7,000 on various furniture items for our new home over the course of the last 5 months, all of which have posed issues and been difficult to obtain. We ordered a dining table and chairs and waited months for it, and finally, when delivery was scheduled, the delivery company did not show up. We had to call PB several times and they told us we needed to work with the third party delivery company. Our table and benches were finally delivered although the app still shows their in process. We also ordered a $2,000 leather arm chair on 11/27/23 and the delivery date keeps moving out - it is now May 15th! We have called and tried to cancel and have been hung up on, mislead and told we'd receive a refund, only to receive an email stating our item cannot be cancelled and is in transit. Lastly, we ordered a $1,000 stroller on PB Kids on 1/29 and it has yet to arrive an entire month later. We are also in process of cancelling this item and have not yet received a refund. I attempted to call customer service AGAIN today and was placed on hold while my issues were researched only to be disconnected while on hold with no call back. We will be filing a dispute with our credit card company in an attempt to receive our money back, but overall, our experience has been HORRIBLE with this company and I will never order a single item from them again despite the hype and alleged quality of their products. I will be shocked if this company does not go out of business in...

Ordered and paid for 2 couches in January of 2024. We still have not received them October of 2024. We are not able to talk with anyone that have power for resolution. Now they can issue credit once they have it confirmed from their vendor. I did not order from their vendor this makes no sense.

The cancelation request was sent to the vendor on 9/30. It will take a few business days for a confirmation that the items have been canceled. If they are not able to be canceled due to being too far along in production, we will issue a refund once they arrive to the dock.

The issue has been they can’t give us dates on when we will receive the sofas, now they can’t give us date on refund!!!!

The issue has been they can’t give us dates on when we will receive the sofas. Now they can’t give us dates on when we will receive refund.

The dock???? I was told they were made in the USA. Scam...