Anonymous
map-marker Boston, Massachusetts

HORRIBLE SERVICE

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I ordered 2 twin beds in May with expected delivery of early July (backordered). I made several calls over the following weeks but no one could locate my order. Finally at the end of Aug I received an email saying my order had arrived. Two guys showed up a week later (early Sep) and realize they only have parts for one bed. Apparently PB Teem lost the other bed - no one could tell me definitively where it was. So they ordered the missing parts and said Sep 18. On Sep 18 I was told Sep 25. On Sep 25, I was told Oct 18. Luckily, and seemingly unbeknownst to PB Teen, the missing parts were delivered by UPS on Oct 1. I called to arrange for the assembly. When the guys arrived they just loaded the boxes into the truck and drove off! I couldn't believe it. After repeated attempts to call, they came back. The only problem is, they don't know how to build the *** thing. This has been a disaster and my second attempt at a major furniture order from Pottery Barn. This is definitely my last. Nice things but horrible service.
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Reason of review:
Problem with delivery

Preferred solution: Full refund

Anonymous
map-marker Fort Lauderdale, Florida

Lies, lies, lies and no results

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ordered 3 items "in stock ready to ship" for grandaughters birthday . 9/3/15 was day order placed with a delivery date of 9/9/15. Sounds fine, right? Spent total of 128 minutes on phone past three days with customer service, an assortment of such,each with a different lie... one even went so far as to give a fictitious UPS tracking number to emphasize the "Order was shipped on the 8th "!! Today is the 10th and it still has not been shipped and no one can say anything but "SO SORRY". Told three separate times by three different people three different dates it supposedly shipped and still as of today has not shipped. Told them to cancel the order and credit money back on my credit card. Was told can not be done because order has been processed!!!.Processed my ***! Do not do business with these shysters!
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Loss:
$54
Reason of review:
Order processing issue

Preferred solution: Full refund

Anonymous
map-marker Littleton, Colorado

Very Dissatisfied Customer

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Pb teen was supposed to deliver a bed to use on July 27th. IT IS NOW SEPTEMBER 10TH!!! They claim there is a missing part that they can't set up the bed without so they keep pushing it farther and farther back. 2 days ago we called because the installation men were supposed to come set it up today. The lady on the phone told us all the parts were in and everything would be set up tomorrow. So they came and didn't set it up they just dropped off the mattress. They told us the next available date to deliver is September 25th. This is absolutely amazing. We haven't even been offered anything to make up for their complete mess up. We have had no help from the people we have talked to. We will not be ordering for them to set up anything ever again. My family and I are very disappointed in the PB teen service.
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Cons:
  • Items not in stock
Reason of review:
Problem with delivery

Preferred solution: Deliver product or service ordered

Anonymous
map-marker Charlotte, North Carolina

In flexible and unwilling to make an exchange. Poor customer service.

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Ordered incorrect item; Tried to exchange for correct item. Item never came because it was on back order so I cancelled the replacement order and was refused a credit due to exceeding exchange time. Customer service said all they could do was returned original item for gift card. I agreed to the gift card. Months passed without gift card ever being issued. Customer service response was "nothing we can do". I tried to order something else with my credit. They can not do that either. I have to wait for the gift card to be issued and then I can spent more of my time calling them back to place another order..."if I want to".
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Loss:
$126
Cons:
  • Lack of flexibility
  • Customer care
  • Items not in stock
Reason of review:
Poor customer service
Sebron Auh
map-marker Bowie, Maryland

Awful service and flexibility

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I ordered a duvet set for my niece on Wednesday evening and realized that I had done her initials wrong on the monogram. I tried to call and cancel the order as soon as the company hours were open the next day. The staff I corresponded with were rude and they told me the order was processed already. This company has no flexibility or manners when dealing with customers. Everyone makes mistakes and gold company would account for these issue, this will be the last time me or my family order a pbteen item. I will update after I try to resolve this issue again, but I can see this company is all about making money all at the cost of unhappy customers
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Loss:
$167
Cons:
  • Lack of flexibility
  • No recourse
Reason of review:
Poor customer service

Preferred solution: Full refund

2 comments
Guest

Can you imagine how much money a company that offers personalization would lose if they allowed returns. I don't know their specific policy but just from a business stand point taking back a personalized item that YOU ordered incorrectly would be very *** of them. A "gold company" would have no gold.

Guest
reply icon Replying to comment of Guest-1024198

Not if it's less than 24 hours after you order the product most other companies would give you the option to cancel an order. Such as Amazon!

I ordered this item one night and called directly the next morning to fix it, a good company would offer flexibility if the item was not already shipped out, which it wasn't. I did not want a return I wanted a modification, store credit or cancelation option, and many businesses offer that to their

customers!

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Anonymous
map-marker The Woodlands, Texas

PBTeen - Buyer Beware, they will not adjust pricing for sales events...even when you don't have the item yet

We purchased a desk last Friday for $766. A week later, we don't have the desk yet, however it has been reduced by more than $100.

Their store policy does not allow for price adjustments. If I had the merchandise, or it was less than $50, I would understand. In this case, I will never shop PBTeen again, and I wouldn't suggest it to others. There are too many other companies that offer comparable product from a reputable company that would honor this type of situation.

They said if I cancelled the order I would have to pay surcharges.

When you order you pay surcharges and shipping, if you cancel you get billed again. Wow!

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Loss:
$100
Cons:
  • Policy and customer care
Reason of review:
Poor customer service
1 comment
Guest

I had the same experience. Their online rep told me, sorry we don't do price adjustment, but you can return and re-order.

I told them that is not in the best interest of both party for the hassle.

Then another rep said yes, you have to forfeit the $149 shipping charge even though you have not got the furniture yet, and when I re-order, I will have to pay another $149 shipping charge again. How ridiculous for them to advise their customer to do this?!

Anonymous
map-marker Brooklyn, New York

GYPPED

To put it simply, I was gypped. Not only did they take my money for a product advertised as IN STOCK on their website, 2 MONTHS later I am now being told "Sorry, your product is no longer in-stock" followed by a catalog of other things for me to purchase and likely not receive. No offer of a refund or ANYTHING. Had a few emails back and forth with customer service which, up until this point, ASSURED me that my order was on it's way between 5 and 7 business days - only today (2 months later) to get fed up and demand a decent answer and got nothing but a sorry and a catalog. BUYER BEWARE! Please do not waste your time or money on these people. As sad as it is that I am out money and my niece cannot open the presents I got for her birthday/graduation, I kind of have to laugh at how unprofessional this company is. Please - tell everyone you know to NOT associate with PBTeen or any PB affiliate.
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Reason of review:
Order processing issue
1 comment
Guest

I agree the company displays no respect to the customer once they have your money, I had a similar experience.

Anonymous
map-marker Middletown, New York

Huge delays because items shipping from china but they show as "in stock"

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We had the same problem. I think we are on month five now. And we have gone back and forth with them via e-mail a ton of times. The best they could offer me was a gift card for a future purchase to which we said no deal. Discount off this order we are waiting on or we will cancel it. Here is what happens because I have been through this with a few companies that are very open about it. The stuff is coming from China. PB Teen shows it as in stock but in reality in many cases it is yet to be made in a factory in China. Once it is made it can take from 1 - 6 months or more to get here and clear customs. The entire time PB teen just tells you it is coming/on the way/be here soon. These companies do not want to disclose it is being shipped from China because many people will not order it fearing, like what happens in reality, it won't make it in time. So I told them, since they lied, I want a discount. The only reason we have not cancelled is because we have this much time invested in waiting for something our daughter asked for and has been patiently waiting for. Not sure who does their customer training, but I have been through much customer service training and PB Teen is a textbook example of what not to do. Last time I ran into this with another company and I complained, they immediately gave me a discount on the item we were waiting for. Not PB teen. We are on e-mail exchange 10 I think and they still refuse...
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Loss:
$300
Cons:
  • Items not in stock
Reason of review:
Problem with delivery

Preferred solution: Price reduction

Anonymous
map-marker Hauppauge, New York

Horrible customer service

My daughter was given a Megashelf Ledge Speaker 2 for her birthday and accidentally threw out the box with the power cord and manual still in it...I just wanted info so I can buy a replacement power adapter,but have no idea what watts or voltage to buy, but do you think customer service would tell me the information?? ASOLUTELY NOT. Nobody wanted to help - I just got excuses. They still are selling the product - so they have the info, but they won't give it to me. I have given that company so much business it's ridiculous - thousands of dollars. I can't understand why they would think this horrible customer service would promote their brand.
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Reason of review:
Poor customer service
1 comment
Guest

Did you ever figure that out? I'm in the same boat as you

Anonymous
map-marker New York, New York

Online Order Review

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Ordered something online and not even 24 hours later it went on sale significantly & they wouldn't charge my card the difference when I called them the next day because apparently there's "nothing they can do"
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Reason of review:
Poor customer service
Anonymous
map-marker Geneseo, Illinois

Comforter Review

I ordered a comforter for my bed and waited THREE MONTHS because it was on back order. We'll, I got a notice today (three months later) that, basically, I am no longer getting that comforter because they don't make it. I am SO PISSED OFF and will NEVER order from them again!!!
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Reason of review:
Problem with delivery
Cj Azj
map-marker Chesapeake, Virginia

Awful Customer Service

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I ordered a rolling duffel bag that broke within one day. When I called to request a replacement, they sent me a completely different bag. Good thing I had the thought to keep the broken item until I received the replacement. When I called to let them know they sent me a completely different bag (and I don't just mean color) - it was the a suitcase, not a duffel, they told me they didn't have any of what I ordered in stock. I then asked them to credit my account for a defective item, but I would keep the duffel bag (I was looking for some compensation at this point). I was told they couldn't credit my account but could provide a merchandise credit for a ridiculous amount of money for what I paid for the bag. I asked to speak with a supervisor. They have to leave messages for their supervisors to call. I did receive a call back within 24 hours, but was unable to take it at the time. When I called back, they connected me to the supervisors number. I left a message and then called back the regular number to see if I needed to have it placed in my "notes". I was assured that if I left a message with the supervisor, I 'd get a call. After 48 hours, no call. I call again and the customer service rep told me they were all in a meeting but would leave a message. 24 hrs later, no return call. I call back again, and all the customer service reps do, is look at the "notes". I explained to her that I wasn't having this conversation with her and just wanted to speak to a supervisor. After several attempts at trying to get me to respond to her questions and me just saying I wanted to speak to a supervisor, she finally placed me on hold and I waited. I waited for 1 hour and 11 minutes before she came back and let me know that I received supervisor approval to credit my account 1/3 value of the bag. Never once spoke to a supervisor. I will be filing a complaint with the corporate office.
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Loss:
$140
Cons:
  • Customer service
Reason of review:
Poor customer service

Preferred solution: Let the company propose a solution

Janell Oba
map-marker Chicago, Illinois

PBTEEN ONLINE SERVICE DISASTROUS

I'm writing about pbteen online. NEVER order from there. Hello. This morning I placed and order, selected rush shipping and then realized I had selected the wrong item.

I called PB teen Customer Service immediately and the customer service rep said the order wasn't in their system yet and to call back in 24 hrs. A few hours later, I received a confirmation email, so, figuring my order must now be in the system, I called again and spoke to another representative who said I'd need to call back tomorrow to cancel the order but by then it would be too late because the order was in process and couldn't be canceled. What? The order is not in the system where it can be cancelled by the Cust Svc rep but by the time it will be, it will be too late because it will already be on it's way. When I said I'd called immediately after placing the order, she said this was just their process and there was nothing I could do. So now I'm out $23 in rush shipping for an item I do not want and will need to pay to return, with no recourse. As someone who does a LOT of online shopping, I can say that PBTeen, and by association all PB brands, are well below industry standard for online customer service. Any other large franchise with an online arm is able to offer some measure of flexibility within an hour or so of placing the order. The PB process seems significantly rigged against the consumer.

I've filed a formal complaint. If they ameliorate the situation I will amend this review. If not, I will NEVER shop at any Pottery Barn affiliate again.

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Loss:
$30
Cons:
  • No recourse
  • Customer care
  • Lack of flexibility
Reason of review:
Poor customer service

Preferred solution: Please refund express shipping cost and provide return shipping for the item.

Charissa Juk
map-marker Guilderland, New York

PB Teen False, Misleading - You Won't Get Advertised Discount

I ordered a Sleep and Study Loft Bed and accompanying mattress. I placed my order because of an extra discount PB Teen emailed me: "No Surcharges on Furniture." Guess what - the $250 "No Surcharge" discount is eroded by the disappearance of the "Get 10% off When You Order a Mattress With a Bed Discount." Although the mattress discount is prominently displayed throughout the PB Teen catalog & online, it now will violate the "one promo code per order" rule. FALSE, MISLEADING ADVERTISING. A supervisor wasn't available to discuss this matter, and none called me back. No surprises there!
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Loss:
$40
Reason of review:
Poor customer service

Preferred solution: Price reduction

Anonymous
map-marker Cramlington, Northumberland

International Prices

I live in the UK and wanted the Hannah Beauty Wall Cabinet, which would cost 151 gbp. P&P costed £30, reasonable if it was coming from America, but duties and taxes were £70! This is an unnecessary amount for nothing! My order came up to over £200!! For a wall cabinet, I also complained and the e-mail response said nothing to help me at all and I am shocked by how they treat their customers. From now on I will be going into shops to save myself the hassle of such an expensive added cost! From a very pissed off customer!
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Reason of review:
Pricing issue
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