Pottery Barn — Local services in Orange

If I could give this company zero stars, I would. I ordered a book bag for my son, and the embroidery arrived completely crooked. When I reached out to customer service, they suddenly claimed the bag was out of stock and said there was nothing they could do.

I explained my concerns and asked for options, and at that point, they told me they would comp any replacement book bag, given the inconvenience. I was told to go ahead, choose a new one, and call back to process the exchange.

But when I called back later that day, I was told I could only choose a book bag within $5 of the original price—completely contradicting what was promised. After a frustrating and lengthy conversation, they finally agreed to honor the original commitment.

They had me place the new order and pay out of pocket, saying I would receive a $22.03 credit once I called back in 72 hours. But when I followed up after waiting, they changed the story again. Now they claimed that because the new backpack was on backorder for 6–8 weeks, I wouldn’t get my refund until the item shipped.

Funny how they had no issue charging my card right away, but can’t refund a mistake they made.

I have screenshots proving they lied and gave me conflicting information multiple times.

We’ll be canceling the order, and if that doesn’t go through, we will dispute the charge with our credit card company.

DO NOT order from this company. I’ve spent hours with customer service being passed around, misled, and ignored. This is the worst customer service experience I’ve ever had.

When a company makes a mistake, they should take accountability and make it right. Pottery Barn...

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...

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...