Potterybarn Reviews 7

I tried to return 2 bath towels which I purchased on sale . Customer service argued with me , stating they were sold to me on sale with a $20.97 price tag . She said because of the .97 end they were not returnable ? How would I have ever known that ? She treated me like I should have known anything with .97 are in-returnable.,

I wanted to return a rug I had purchased online as it looked a lot smaller in the photo and didn’t fit the room that I wanted it to go in. I was told that I need to arrange my own return and given the address to post it back to. The rug is huge and so I’m not really sure where to start with this.. why does it say on your website that you will arrange a return but then when I call to arrange it you say I need to do it myself?

I’ve ordered 2 items, they’ve been back order for months even though they were both in stock at the time of purchase… each time I try to get an update nobody at Pottery Barn seems to have an idea of when items will be available again. So disappointing as I was so excited to finally have this brand in the UK.

I ordered an item from Pottery Barn and they sent me the completely wrong colour. From that moment on, the experience was incredibly frustrating. A UPS courier was arranged by Pottery Barn to collect the return, but the driver never showed up. UPS repeatedly claimed that collection had been attempted, yet no one came to the house and no notice or proof of attempted pickup was ever left.

I contacted both UPS and Pottery Barn multiple times and asked for the issue to be escalated to management. Despite this being entirely Pottery Barn’s mistake, no manager ever bothered to contact me. I even asked if a different courier could be arranged, but was simply told that nothing could be done.

After almost a month of chasing, getting nowhere, and being told repeatedly that the issue would be “escalated” (which clearly never happened), I eventually had to transport the extremely large item to a drop-off location myself - something that was very difficult given the size of the package.

The customer service team was largely unhelpful and repeatedly gave the impression that things were being handled when in reality nothing was happening. The only person who genuinely tried to help was Crystal, who at least made an effort.

Overall, this was one of the worst customer service experiences I have had. The product quality is disappointing and the customer service is even worse. I would strongly advise people to avoid ordering from Pottery Barn.

After ordering some Wicked-themed glasses off Pottery Barn UK (I had no idea that they had a UK presence!), I was quite mortified to see their reviews on here.

I have ordered several items from them, and the products in one of my parcels was damaged - and I was super anxious that I would have a struggle getting a replacement/refund. I could not have been more wrong.

I called the customer service phone number and was very quickly speaking to someone (yes, a real, live human being!), who very helpfully explained that if I emailed photos of the damage, they would happily send out a replacement - I did not need to return the faulty items and could just bin them.

After emailing the photos - I think after maybe 1-2 hours? - I received confirmation that a new package had been dispatched (and at no extra cost to me whatsoever).

It’s been about four days since the initial call to customer service, and my replacement has just arrived. All sorted!

Despite the other reviews, I found this to be a great experience. Customer service were helpful, friendly and easy to teach. The process of requesting and receiving a replacement was seamless.

I would 100% recommend Pottery Barn UK and would absolutely shop with them again.

Thank you!

Placed my first order with Pottery Barn UK.

Order arrived and I had received the wrong item.

Countless emails have gone into their Cs with no reply.

Such a bad experience, and given a new company to the UK, you would think they would be doing everything possible to rectify the situation.

Looking at the reviews in the US, they are so bad.

This will be my one and only order with this company.

I was excited about pottery barn coming to the uk but after placing two orders with them I wont bother again; two items arrived damaged, you have to CALL them to approve a return (like, what??), then because one item was damaged they picked that one up but I had to stay home the whole day waiting for the courier to come, and I still had to pay and organise the return of the other item myself.. a lot of hassle.