topic Re: Pottery Barn Frustration in Among Friends

Pottery Barn Frustration

maisiebrook — Thu, 14 Jan 2021 17:59:41 GMT

I am posting this message because I know I will feel better after I do.

Long story short. I ordered a peace dove print from Pottery Barn the end of November. The ship date posted was December 28. That date was later changed to the end of January. I received no notification. I decided to cancel, called Pottery Barn last week and because it was a direct ship they needed to contact the vendor. I called today and was told the same story....in other words no progress was made. The customer service person told me it was an overseas vendor. I am guessing China. PB's process is to get approval from the vendor in order to cancel. I say that is crazy and asked to speak to a manager. That request went no where.

I will wait a week to see if I get a satisfactory conclusion. For me, this is a crazy policy.

#1 I am being jerked around. #2 why, in these uncertain times would you have products on your website manufactured outside the US when you have no idea when they will be delivered

PB lost a customer, that's me.

Any suggestions on who at PB I should direct my frustration?

thanks for listening.

Re: Pottery Barn Frustration

patbz — Thu, 14 Jan 2021 18:02:18 GMT

If you paid with a credit card, contact them and dispute charge.

Re: Pottery Barn Frustration

skatting44 — Thu, 14 Jan 2021 18:16:14 GMT

With this Pamdemic , it appears that some companies are making up all kinds of rules that were Not in existence before , just so they can hold onto your money since you have already been charged & paid for the item.

The world is so upside down any more . Wrong is Right now adays

Re: Pottery Barn Frustration

PinkyPetunia — Thu, 14 Jan 2021 18:23:52 GMT

Good idea to initiate a dispute with your credit card if that's how you paid. You have waited long enough.

Re: Pottery Barn Frustration

amyb — Thu, 14 Jan 2021 19:39:18 GMT

Another vote for disputing with your credit card company. Years ago I did this, (I have a Citi-card), with Dell, (worst company ever)...got my money back. Never bought another Dell, never will.

Also, got it back from online scammers pretending to help me with a computer problem, I got sucked into, unknowingly at one point.

Re: Pottery Barn Frustration

ECBG — Thu, 14 Jan 2021 19:39:45 GMT

Surprised with Pottery Barn. You would think with the expensive items they sell, they would be more professional. I doubt PB customers will stand for bad treatment.

Re: Pottery Barn Frustration

moonandthestars — Thu, 14 Jan 2021 20:10:59 GMT

Pottery Barn has become ridiculous! I used to shop with them often - loved it. I guess I still do, but they have made it impossible for me. I've browsed the website looking for the perfect item and over and over again it turns out it is not available to ship to my address! Like what?! I'm in a normal place, I've shopped online with them for years and this issue started last year. To get creative, in those instances, I've checked the zip codes of people that I know in other states or other parts of my state and mostly found they cannot be shipped to them either! Called customer service and then asked if it will ship to a zip code they say it will ship and where they have a store, could I have it shipped there and then have it shipped to me from there? Said, they don't ship to stores. I have literally begged to buy things from them and have been turned away over and over. I also had my sister order some pillow covers for me (because they wouldn't ship to me!) and they were supposed to ship right away, but ended up being on back order and then cancelled 5 months later, even tho we had checked on the status over that time and were assured it would be shipped and there was no problem. I ended up getting them eventually by calling individual stores around the country and having them ship 1 or 2 separately. I don't know why this company is doing this to itself. Plus now I notice Williams Sonoma (same parent company) is pulling the same thing. Why make it so hard to shop?

Sorry you have been having issues with them too @maisiebrook

Re: Pottery Barn Frustration

colliemom4 — Thu, 14 Jan 2021 20:15:41 GMT

I don't care to shop online there anymore as I have had problems with them in the past. There's no brick and mortar store near me. I have some items in my home that I purchased from them that I've had for years and have held up so well. I do think many companies are having issues right now though. I hope you get things resolved.

Re: Pottery Barn Frustration

KingstonsMom — Thu, 14 Jan 2021 20:37:48 GMT

@moonandthestars

I'm sorry, but Pottery Barn's items cannot be that special that I would jump through ridiculous hoops to 'try' to order from them.

I can find pillow covers that I love from hundreds of sites, that would really love to have my business!

Re: Pottery Barn Frustration

ScrapHappy — Thu, 14 Jan 2021 21:41:45 GMT

I was going to buy drapes from PB last summer. They were on sale, but still costly but thought they'd be the perfect match. I had some questions, so I contacted CS via phone. After speaking with CS, I was ready to pull the trigger then I asked if they were returnable. They weren't. I'd be stuck with hundreds of dollars of drapes if I didn't like them. Fast forward to right before Christmas last year...I wanted to buy a bathroom vanity from PB (not on sale). Asked if it was returnable, it was not. Turns out furniture items are not returnable at all at PB and the mirror was considered a furniture item. I couldn't find a mirror anywhere else so I took a chance. Thankfullfy that worked out. I've been looking at table lamps at PB for some time now. At $370 per lamp, that's pricey for me. They've gone on sale once, only $10 off. PB doesn't seem to have great sales. But, lamps are not returnable either. I'd probably give PB more a of a try if they had better sales and a much better return policy. P.S. Drapes were not returnable even if they weren't on sale.

Re: Pottery Barn Frustration

moonandthestars — Thu, 14 Jan 2021 21:49:54 GMT

@KingstonsMom Lol, well I am persistent. I really did love those pillow covers. And there was something else I was eventually able to order (for like 5 minutes my zip code could be shipped to).

But really, that was my point. Shopping there is not worth it for me anymore. Even browsing the website is not worth it to me. Why bother if there are so many things they won't allow me to buy? Time waster.

How weird is that for their new business plan? Don't allow customers to buy. This shipping policy was started pre-pandemic, so it can't be blamed on that.

Re: Pottery Barn Frustration

moonandthestars — Thu, 14 Jan 2021 21:53:13 GMT

@ScrapHappy their lamps aren't returnable?! drapes aren't returnable? vanity was not returnable?

What is going on with them? I hope they get it together - I want them to succeed. It's been a really good store but some management people are making some really bad policies.

Re: Pottery Barn Frustration

ScrapHappy — Thu, 14 Jan 2021 22:10:42 GMT

@moonandthestars wrote:
@ScrapHappy their lamps aren't returnable?! drapes aren't returnable? vanity was not returnable?

What is going on with them? I hope they get it together - I want them to succeed. It's been a really good store but some management people are making some really bad policies.

I know, right?! I've called CS three times, months apart. All told me furniture items cannot be returned. I always asked just in case (what they consider furniture items). I can see the lamps falling under that category but not the drapes or mirror. I told CS that I would try/buy more things if they had a better return policy.

Re: Pottery Barn Frustration

NickNack — Thu, 14 Jan 2021 23:12:29 GMT

@moonandthestars wrote:
@ScrapHappy their lamps aren't returnable?! drapes aren't returnable? vanity was not returnable?

What is going on with them? I hope they get it together - I want them to succeed. It's been a really good store but some management people are making some really bad policies.

@ScrapHappy @moonandthestars A friend of mine just returned a floor lamp to PB recently. Also, I was looking at their Roman Shades this summer. The ones they custom cut for you aren't returnable, but the others are.

Re: Pottery Barn Frustration

Kachina624 — Fri, 15 Jan 2021 00:05:56 GMT

@maisiebrook. Make no mistake, retailers DO have dates when merchandise is expected. However due to supply chain and transportation interruptions, these dates constantly change. QVC and anyone who imports from overseas has the same problem. It's beyond their control. Manufacturers must be pulling their hair out.

Re: Pottery Barn Frustration

ScrapHappy — Fri, 15 Jan 2021 00:43:05 GMT

@NickNack wrote:
@moonandthestars wrote:
@ScrapHappy their lamps aren't returnable?! drapes aren't returnable? vanity was not returnable?

What is going on with them? I hope they get it together - I want them to succeed. It's been a really good store but some management people are making some really bad policies.

@ScrapHappy @moonandthestars A friend of mine just returned a floor lamp to PB recently. Also, I was looking at their Roman Shades this summer. The ones they custom cut for you aren't returnable, but the others are.

Really? That's interesting. I don't know why I keep being told that then. Thanks.

Re: Pottery Barn Frustration

Snowpuppy — Fri, 15 Jan 2021 03:15:40 GMT

@moonandthestars wrote:
@ScrapHappy their lamps aren't returnable?! drapes aren't returnable? vanity was not returnable?

What is going on with them? I hope they get it together - I want them to succeed. It's been a really good store but some management people are making some really bad policies.

PB and WS have no return policies on certain markdowns /clearance and items they deem are special order. You have to search their FAQ's to read the terms.

I haven't shopped either since the pandemic but ITA to dispute the charge on your cc or PayPal. Just a simple ordered, not rec'd, over 30 days ago.

Re: Pottery Barn Frustration

skatting44 — Fri, 15 Jan 2021 16:26:42 GMT

I purchased an Emile Henry deep dish pie plate from Williams Sonoma online. When I received the pie pan I noticed a flaw in the glaze . I asked that the pan be replaced as an exchange . Well, of course there were no more like the one I bought in purple. They said I could not return the pie plate for an exchange even though it was defective . After alot of back and forth , they accepted it back as a refund voucher . I took the chance and bought another one same style but different color for more money .

I will Never do business again with William Sonoma !

Re: Pottery Barn Frustration

50Mickey — Fri, 15 Jan 2021 21:59:02 GMT

I just read the list of items that are non returnable. Lamps and drapes are NOT listed as non returnable. They do require a receipt and it is a 30 day return period. Of course you can't return special order items, monogrammed items, rugs and mattresses. The list is pretty much standard. Furniture where you select the fabric is considered special order. Most stores do not take back close outs. Talbots doesn't take back items that are final sales. I have not purchased a lot from Pottery Barn but I did purchase some pillow covers last year. They only had one in the store and I wanted two so the sales person found it at another store ordered it for me and it was sent to me without a shipping charge.

Re: Pottery Barn Frustration

riley1 — Fri, 15 Jan 2021 22:44:47 GMT

Before one orders from any online site, the Terms and Conditions should be read as well as the return section.