Anonymous
map-marker Brooklyn, New York

Terrible Experience- never got my bed

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I have had no previous trouble over the years with any of the Williams-Sonoma, Inc businesses, and in fact purchase and use quite a few products from West Elm and Pottery Barn. However, I've had an awful time with a Pottery Barn Teen order.

In January I ordered the Bailey Daybed and Trundle, Twin, Eco Performance Textured Weave Oat, Seadrift from Pottery Barn Teen.

That order was scheduled to deliver on 3/2/24, but the only half of the bed was on the truck (two boxes, clearly missing a third). I had to refuse delivery, and they issued a replacement order. That second order was scheduled to deliver on 3/26/24, but the same thing occurred- only part of the bed was there. We did a lot of troubleshooting with customer service after that, and over many phone calls I was assured that all the parts would be held, that the hub would personally make sure the parts were on the truck, and that the bed would get delivered.

I called 24 hours ahead of time to confirm this, and was told all the parts were present. However, this third order, scheduled April 16th, was also only part of the bed. Now I am done with this. I spoke to customer service and requested the whole order be canceled and to have the cost refunded.

It's wholly disappointing.

Everyone I deal with in customer service and on the delivery teams have been lovely, respectful, apologetic and truly want to help.

It is not about them. This leaves me to believe there is something off in the chain of communication in the system, and I wouldn't recommend anyone buy furniture from you again until there is some better transparency and execution.

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Anonymous
map-marker Delray Beach, Florida

Good customer service

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I accidentally used the wrong shipping address, called and they cancelled the order quickly. Short hold time. Good experience
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Cindy C Cer

PBT Harry Potter Hogwarts Pajamas: Sizing OFF

Original review Dec 14, 2023
I bought these good-looking, but terrible-fitting, Harry Pottery flannel pajamas for my daughter for Christmas in a Teen size Medium. My daughter is a women's size 4 (Small), so was not expecting her to be stuffed into the bottoms, which were also floods! The top was perfect. Buyer beware: sizing is WEIRD!
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Pros:
  • Great design cotton quality product
Cons:
  • Sizing way off on pajama bottoms

Preferred solution: They don't post product reviews. If they did, I might have been forewarned about the sizing problem and sized up, or gone elsewhere.

Anonymous
map-marker Chicago, Illinois

Defective backpack

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The backpack that i ordered a few months ago started to come apart at the seams. So it was replaced quickly.
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User's recommendation: Great company to work with, always quick to respond. Listens well & is knowledge about the order & what to do to make it right

Travis T Clg

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Verified Reviewer

Horrible customer support and communication

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PBteen - Horrible customer support and communication
We placed an order (a large, expensive one at that) and waited... and waited... and waited with zero follow-ups. When we looked up our order, we saw that the delivery window was pushed out by three weeks. When I called customer support, they were rude, unhelpful, and not at all knowledgeable. And then the "customer support" rep said he'd connect me to his supervisor. And then he hung up. The lack of communication and the rudeness of customer support is idiotic and no way to run a business. Stay as far away as you can from these people.
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Pros:
  • Fancy-ish furniture
Cons:
  • High price
  • Zero communication
  • Bad customer service

Preferred solution: Full refund

User's recommendation: Stay far, far, far away.

Paula G Yws

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Verified Buyer

No one can tell me why only one expensive lamp came 8 days ago but not the other which eee ordered as a pair. Ups doesn’t respond either! I want another lamp or a refund!

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PBteen - No one can tell me why only one expensive lamp came 8 days ago but not the other which...
DontMy name is Paula Grecco at famuffy@***.com. Im getting furious with no one helping. 561-704-**** item number 614****. Ups tracking says its been in Miami for over a week.
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Cons:
  • No communication

Preferred solution: Deliver product or service ordered

User's recommendation: Don’t buy from here.

Pete K Czp

This company is absolutely horrid across the board

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I was trying to buy a sectional couch. After a pretty strange experience on their website (products wouldn't show out of stock until you try to order it!), we finally found one that was in stock.

We pay for it, it is ordered, and there is a delay in shipping (twice). We finally get it and are excited. It's a sectional, but instead of the end-piece, they deliver a WOODEN CHAIR in place of it. The delivery guys are very apologetic and say "this happens more often than you think".

The customer service people are really horrible (no apology, and are insinuating we aren't telling the truth, even though their delivery people are still at our house validating what happened). Anyways, they tell us that there is nothing they can do as they don't make the couch anymore (gee, I guess we go the last one. Or 3/4ths of the last one). So we order a different couch.

THe delivery day comes and goes. We call, and they indicate a week delay. We call a week later, and they now say it's month delay. A month goes by and we call again today.

They say "sir, it clearly states on the website it's not available yet". I ask what am I supposed to do if they just keep delaying the order. They tell me to cancel the order. I tell them I still want the product, but I want to know if they can find out from the manufacturer more information on the delay.

Again, he tells me to cancel the order if I don't like the process.

I felt like I was talking to a grumpy 16 year-old kid with an attitude problem. I absolutely despise this company and hope their stock price continues to fall

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Loss:
$2619
Cons:
  • Inept supply chain system
  • Incompetent warehouse - shipping
  • Worst customer service you will see in the 21st century

Preferred solution: Full refund

User's recommendation: please save your time and money. Stay away from this cluster of a company

Bernadette B Nhj

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Verified Reviewer

Did not provide a full refund without any warnings or information.

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PBteen - Did not provide a full refund without any warnings or information.
PBteen - Did not provide a full refund without any warnings or information. - Image 2
Returned an online order and paypal notified me that I only got half of the money back for the hat rack. Contact customer svs and they said that they kept $30 for shipping because the item wasnt defective. At no point when I was buying it or returning was this communicated to me. Crazy.
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Loss:
$30
Pros:
  • Catalog design
  • Products offered
  • Design
Cons:
  • Being scammed
  • No transparency about the extra large shipping fees

Preferred solution: Full refund

User's recommendation: Check to see how much they actually return.

Anonymous
map-marker San Francisco, California

SCAM!

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BE AWARE, STAY AWAY FROM THIS SCAM WEBSITE. It was the worst online shopping experience I had all my life. Ordered a kettle on 9th, Jan which was expected to be delivered on 21th Jan and has not even prepared to ship after a week. I called customer service and they said it's the date when they will be receiving the product from the importation center!! Then why the *** are you showing that day as the expected time to deliver to the customer?? They already knew that and just to get customers they're FALSE ADVERTISING!! They didn't cancel the order even it's not even prepared to ship. The website itself is impressive but the company is just a gong show. Again, STAY AWAY FROM THIS COMPANY and don't order anything from here.
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User's recommendation: STAY AWAY FROM THIS COMPANY AND ITS

Anonymous
map-marker Frederick, Maryland

Horrible customer service

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My order was delivered 4 months after order was placed but the hardware was missing for the bed. Now I need to wait another 4 months to receive the hardware. They r charged shipping if I return. Horrible.
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Susan H Dzt

Account email unrecognized

Trying to make an account. After finished and I tried to login for the first time it did not recognize my email. Trying to place an order.
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Preferred solution: An account

Maria L Okq

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Verified Reviewer

Canceled order/Horrible customer support

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I placed an order from the PBT website and received a confirmation of my order with a window of when my order would most likely be delivered by UPS. A week and half later after the expected delivery I received an email saying my order was CANCELED since the item was now out of stock. WHAT???!!!! Why would any company sell products that they are not able to then fulfill???!!! I did get a refund however I was very disappointed since I was expecting this item. I called to see if they would substitute the item with another that was in stock and they REFUSED. Awful!!!! I will never buy from PBT or any of their other sister stores. I have been disappointed more than once. Be weary of their practices in fulfilling orders.
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Cons:
  • Delivery problems and poor customer service
  • Items not in stock

Preferred solution: Deliver product or service ordered

User's recommendation: don't buy if you don't want to be disappointed

Anonymous

Horrible Service and Shady Policies

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In a nutshell, I ordered something that arrived with a horrible smell. I'm usually not too picky about that kind of thing, but the smell made it unusable.

COVID had shut down the stores, so my only choice was to return online. My order total was $51, and when they finally processed my refund, it was only $13. When I called to inquire, 1) I spoke to three customer service agents, and none of them would let me talk to a supervisor. They flat out said no because they will tell you the same thing I'm telling you.

2) The reason for only getting $13 back was because they charged me a return fee of $30! (for a small, flat item that subtotaled $40 to begin with). I asked where it stated that I would be charged $30 to return something, and they couldn't find it stated anywhere either, only that it said in the fine print that return fees may vary. 3) I repeatedly asked for an invoice breaking down my return fees, since there is no notice anywhere of my return outside my credit card statement.

No one could provide that, and I was told they don't do that.

So, basically they can refund you whatever they feel like, and you never know what you were charged as your "return fee." 4) This entire process of speaking to 3 people and getting nowhere took 2 hours! They absolutely do not care if customers are unhappy.

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User's recommendation: Avoid buying from them, especially online.

Vivian C Ycy

Can not cancel order when the item has postpone delivery

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so there is a promised delivery date, did not happen, and now the item is saying won't be in until 3 weeks later than promised date. Tried to cancel, was told can not cancel until 30 days after the missed date, so they essential give themselves 30 more days to delivery your item. Order on 7/08, promised date is 8/26, now pushed to 9/11, still can't cancel.
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Preferred solution: cancel my order or promise when i make a refund, i get all my shippirng and surcharge back

User's recommendation: Don't order backorder stuff. the dates they say will be delivery is false advertisement.

Jill W Zyw

Delivery of PBTeen bed was terrible!

I ordered a bunk bed for my daughter. The first time it was delivered with a broken rail, so it couldn't be installed that day and they took all 5 boxes back and order a replacement part.

Several weeks later the replacement part comes in and I tell the delivery company TWICE on the phone to make sure they bring ALL 5 boxes. Of course, they showed up to install a bunk bed with just 1 box. So I have to schedule AGAIN for them to come back out and bring all 5 boxes. This time they bring all 5 boxes, one of the boxes was the original broken rail.

They either ordered the wrong replacement part or just sent me all the original boxes again. 3 attempts to deliver the bed, 3 times messed it up. I returned the bed that I was already billed for and had to pay, since this whole process took 2.5 months. I was on the phone for 45 min trying to get a refund.

I have no doubt they will screw that up too. I'm never ordering from PB Teen again...they are a nightmare!!

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Preferred solution: Let the company propose a solution

User's recommendation: Don't order furniture from PB Teen!

Anonymous
map-marker Princeton, New Jersey

Hard to get informed help

I am a senior living in Princeton, NJ. I wish to buy some new Pottery Barn teen cushy lounge sectionals for my granddaughter in Seattle. I was trying to get information and fabric samples of grays the modules come in. A number of customer service people were unable to help me, did not know about Pottery Batn Teen, cushy lounge sectionals said they did not have access to samples. I finally reached two women who work at the Pottery Barn teen in Sacramento. They were helpful, informative and sent me samples of three gray fabrics that arrived 6/18 eve. I have made a color recommendation to my granddaughter and forwarded thee samples on to my granddaughter in Seattle to decide which she wants so the saga is not over yet but I am hopeful. The customer service people I reached did not even know the products, nor the fabric and only gave polite statements why they could or would not go further to be of help. I think customer service needs to be better informed in order to represent the company, help sell the products and help the consumer.
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