Great products - Terrible operations
Hi,
No doubt the products have great quality - I ordered a dinner table, bed set and a few other items, and for subset of things that did arrive it was good quality.
The challenge - the delivery timelines cannot be trusted and are unreasonably long. For example, 3 months in, I’m still waiting for 3 of the 5 chairs I ordered - so I just a partial dinner set with 3 empty spots. The timelines keep getting pushed and the info on app is not accurate - the dates will even change between different screens.
No doubt the products have great quality - I ordered a dinner table, bed set and a few other items, and for subset of things that did arrive it was good quality.
The challenge - the delivery timelines cannot be trusted and are unreasonably long. For example, 3 months in, I’m still waiting for 3 of the 5 chairs I ordered - so I just a partial dinner set with 3 empty spots. The timelines keep getting pushed and the info on app is not accurate - the dates will even change between different screens.
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Upsetting
I spent nearly 200$ on Christmas decor. My ornaments shipped separately from my stocking. I received my ornaments only to realize my stocking shipped separately. My email said the stocking shipped, but I never received tracking number. I tried to access it from the app, but it said it couldn’t load tracking. Reached out to support they said the stocking had delivered on 11/21. The tracking they sent said “delivered met customer” I never got it. Pottery barn said I needed to reach out to the shipping company to file a claim, bc they can’t process a refund unless a case is closed with the shipping company. Went to submit a claim for lost package and they said they can’t file one due to the restrictions of the sender, and said to reach out to pottery barn. Now I’m out 62$ and no one will help. I’m beyond upset cause the stocking now is out of stock. Thankfully I snagged one in store but I’m very disappointed and irritated that with all the money you pay people don’t handle the packages as well as they should,
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Shipping
I see estimated dates for delivery as I’m ordering then when I checkout they are significantly later than what I saw. This was frustrating. Then for some items I tried pickup up at store but no stores were available even when I increased the distance within 50 miles. Don’t offer what’s not available and get better at listing pickup and delivery times when shopping not just at checkout.
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Easy to use app but inventory is not accurate
Overall, I like the app. I think it’s easy to navigate and shop. However, it’s not always correct when it comes to inventory. I do understand that things can sell out, but items are consistently listed that are not available. It’s also misleading to show that something is on sale when it’s not.
Shipping
I love all your products but I think to avoid high shipping costs you should make it possible to pick up all merchandise at your store. $200 to ship a rug is crazy expensive. I would rather spend that money on more products at your store
Love the products but app doesn’t work
As others have commented, the app didn’t accept my password (which I know is correct because my phone/computer saves it). I tried resetting my password and the app gave me a vague error message (“Sorry, we are not able to capture your details. Please try after some time”) and now I’m locked out of my account and will have to call customer service tomorrow since it’s nighttime right now. I hate vague error messages that offer no concrete information or guidance. Terrible user experience. Super frustrating as these are basic things you need to get right with an app. Bad coding and sucky UI/UX.
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Refreshing experience.
I ordered 6 chairs from a big box store that were delivered 2 months late. They were not what I ordered and were not returnable due to the order being over 30 days ago. I came here and ordered swatches of fabric so easily! I wish I came here first. I’m looking forward to my beautiful new chairs. Thank you for making this so easy!
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Garbage
Ever wonder WHY PB has zero reviews on any of their products???? It’s because they promise then delay delivery of items they sell. Months waiting on furniture that is NONrefundable no cancellation possible. Yet they take your $$$$$ then give you a delivery date that gets repeatedly pushed back several months each time. Now you know. Honest reviews are on ConsumerAffairs website. This app is worthless for tracking any shipping updates. The links don’t even work to report an issue.
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Pottery Barn Perfection
I have been shopping Pottery Barn for many years, and I’m never disappointed. The beauty and quality of the products they sell is unmatched.
Thanks for making my home beautiful!!
Thanks for making my home beautiful!!
Your app and website could work better
Both the app and website site continued to go up and down Thursday - Saturday that I literally gave up … I closed both out and decided I wasn’t going to purchase … I really wanted the items for Christmas, but it wasn’t worth the stress of the systems after a few hours of dealing with them …
Sunday afternoon I received an email from PB asking if I still wanted to order the items … I pondered for a while and gave in, however please fix both ASAP …
Kindest regards,
Bobbie Bertram
Sunday afternoon I received an email from PB asking if I still wanted to order the items … I pondered for a while and gave in, however please fix both ASAP …
Kindest regards,
Bobbie Bertram
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