Avoid!
Never ever again!!!! Avoid avoid avoid. My order was missing parts, I called to explain and was told they had already realised and the missing items should be with me within a few days. I also requested a refund of one item, which I had a returns note emailed through and I followed the instructions (which is returning at your cost). I have never received the missing items, nor have I received a refund for the items I returned. They have stolen £300 off me. I am reporting to trading standards.
Claired
Never order again from this company
I received the wrong item in my order, got cheese knives instead of appetiser plates! They claim on the invoice to carefully check orders prior to shipment! So then I had to call customer service to organise a return and to get my real order sent out! 21 painful minutes on the phone, (how hard can it be? Honestly?) I’m really hoping I don’t get a big bill for that, not sure where I rang but Cynthia sounded American! I’ve got to wait 7-10 days for knives to be collected and it’s anyone’s guess if I’ll receive the plates! Terrible returns procedure, slow, painful customer service, I will never order from this company again
Debbie Hughes
Fraud,Ignorance, and so on…
Williams - sonoma costumer services regards Dear Pottery Barn KidsI am writing to express my extreme frustration and disappointment regarding the handling of my recent order cancellation. On January 1st, I placed a significant order with your company, only to be met with endless delays and misinformation when inquiring about the delivery timeline.After being informed on January 2nd that the items were not visible for shipping and would take 6-8 weeks for delivery, I promptly requested to cancel the order. I made it explicitly clear that this delay was not acceptable and that the website had falsely advertised the items as in stock and ready to ship.I was assured by your customer service representative that my order was successfully cancelled and left the conversation believing that the issue had been resolved. However, to my dismay, on January 22nd, I discovered that my order had not been cancelled as promised.This level of incompetence and disregard for customer requests is simply unacceptable. I expect a full explanation for this oversight and a prompt resolution to this matter. As a loyal customer, I am incredibly disappointed in the lack of professionalism and efficiency demonstrated by your company.Upon contacting your customer service department to rectify the situation, I was shocked to be met with a dismissive and rude attitude from a representative named Lexi. Not only was she unhelpful, but she also had the audacity to question my right to cancel the order the next day after it was placed. Her words were, ‘’who are you to tell me if you can cancel the order!”Pardon?!! A customer within my rights to cancel the order within 24 hours. To make matters worse, I later discovered that your company had fraudulently claimed that the charge was legitimate and that everything was in order. This level of deceit and dishonesty is completely unacceptable.I have recorded the conversation with Lexi, and I am appalled by her disrespectful and ignorant attitude towards me. It is evident that your company lacks integrity and professionalism in handling customer concerns.I demand an immediate resolution to this matter and a full refund for the unauthorized charge. If this issue is not addressed promptly, I will not hesitate to escalate this complaint to the relevant authorities.I expect better from a reputable company like yours and hope that you will take the necessary steps to rectify this situation.Sincerely,
VC
Not buying from them again
Not buying from them again! Ordered duvet cover and bed sheets for what I consider premium price and was expecting higher end product. Arrived relatively fast and the duvet cover was great but the sheets and pillow case were the wrong size (I ordered single but was sent double). Called customer service to arrange replacement and two weeks later, after having UPS collect the wrong sheets and having to call them back to remind them to send me the replacement, I received a new pack of the same wrong size! Called customer service again only to be told that they won’t be sending replacement anymore as they’ve been sending the wrong item twice, so apparently they can’t sent the right item to me! I was offered a refund if I send the sheets back but since I wanted to keep the duvet cover it made no sense to break the set so I had to settle for a small discount (less than 15%) and now have to alter the size (thankfully the size they sent was bigger). Not the service you’d expect for the premium price you pay! AVOID!!!
Rayna
I think they hate their customers?!
Ugh. I ordered what were advertised as ‘standard pillowcases’ from Pottery Barn kids. They were expensive - over £90 for two - but as it was intended to be a gift I decided to splash out. When they arrived, they were not as advertised; instead of standard pillowcases they were decorative shams with very thick padded fabric and an odd ribbon tying system I’ve never seen on a pillowcase before. I decided to return them and went onto the website to try and find the easiest way to do so, however there is no email address provided nor any returns information on the packing slip included in the box. I ended up messaging them on Twitter/X only to be told I would have to call the customer service line in order to start a return. It was an international number and the first two times I called, it just rang and disconnected. Finally I got through and was told a returns address would be emailed to me. I sent the package back to the address provided at my own expense and waited for my refund. A few weeks later, the package was returned to me with the claim that I sent it to the incorrect address! This address was the one provided to me (I quadruple checked) and so I tried to reach out AGAIN but have had zero response from any of the channels I’ve tried. So now I’m stuck with a product that wasn’t as advertised and I’m out over £100. Unbelievable.
Faye Burrows
BEWARE…SCAM!!!
I ordered what was advertised as a bedspread. During the checkout procedure, I was asked which type of pillowcase I would like and had to make a selection to complete the checkout. What arrived was JUST the pillowcase.I contacted them and they are adamant that it is not misleading and it’s my fault, but I can still clearly see that the item is being advertised as a bedspread. They are infuriating. I now only have the option of paying to return the pillowcase, after paying a huge amount to have it delivered in the first place.This company is a SCAM. I advise you to avoid at all costs!
Gemma
Ridiculous delivery charges
Pottery Barn UK should be ashamed for the delivery cost charges. £20 is the lowest delivery charge option, no matter the item. The product prices are ridiculously high already - there is no justification for delivery prices that high.
Jonas
I recently bought some items from…
I recently bought some items from Pottery Barn Kids UK, I had waited so long to do this. I spent over £100. The next day a parcel arrived- it was one item, which I had not ordered. It was really hard to contact customer services, the only quick way being ringing. The call center is in Canada, and while the lady I spoke to was lovely and super helpful, it was still a nightmare. Fast forward to today, the lady sent my items again, UPS have delivered them and two items are still missing. So here I am again about to ring Canada! I would avoid at all costs, better to visit when you go to the USA.
Monica
This is a Pottery Barn co. Bad experience awaits you !
This is a Pottery Barn company and they have the worst service known to mankind. Their customer support lied to me about availability and delivery dates. When I go in their retail store I am always impressed by the presentation, but the fact remains, it is an unethical company that lies to customers regularly. Read the Pottery Barn/Williams Sonoma reviews here to see what they are really about.
MarlaQ
