Craig S.

I ordered a $1482 light fixture in November of 2022 with an expected arrival listed as Dec 19th to Jan 6th. I understand delays and expensive shipping so I have been very patient. While we were waiting on this item there was zero communication from Pottery Barn on delays other than the delivery date kept moving back. Still being patient, I waited. I was charged for the full order on January 4th so I expected to see the item ship. After 4 weeks of the item listed as preparing to ship I called "customer service". I received the most ridiculous run around I have ever experienced. Every person gave me a different story ranging from I never ordered it to it should be on my doorstep. After being hung up on by the customer folks, I called back multiple times. When I finally got through I was told to either just wait for the item (even though they couldn't tell me if it was going to be delivered and when) or I could cancel the order. They couldn't even tell me if the fixture was in stock! No one could answer why I was charged and no one could answer if the light would be delivered. Everyone I spoke to was callous and uncaring. I finally had no option but to cancel the order and file a complaint through the better business bureau. Jeanne Hernandez reached out to tell me they wouldn't assist me on my complaint since I cancelled the order. They wouldn't even acknowledge they took $1482 from me without delivering the item. This is clearly theft. After the BBB complaint I was able to get my money back after 6 weeks but buyer beware! There are crooks running this company who believe they can charge you without delivering what was purchased.
2/21/23 Update: I posted the lame response to my Better Business Bureau complaint. Judging from the number of other people having the same experience, I strongly recommend using the BBB since that gets straight to the marketing and PR people.

I bought a watch from this site that was a limited edition run. The purchase went through and I was excited for my new watch. A week later I get an email that they really didn't have the watch in stock and I should get my money back in a couple of weeks. This place is a joke with terrible customer service.

Unfortunately I saw a sale and ignored the BBB complaints and now I am paying the price. I paid $2599 for a "top of the line" system that never worked right out of the box. I received a system with a bad or underpowered power supply and a bad video card. I had to use the customer service numbers which have incredibly long wait times for someone who is no help at all. Spent hours between phone and email trying to get help. I finally reach someone only to find out that I can send the system back at my expense and be without it for 3-4 weeks or pay them $1300 MORE dollars for them to send me the parts so I can spend my time fixing the PC I paid them to build. I didn't trust mailing the whole system so I made the mistake and gave them the $1300. In about a week I had the parts. I replaced the PSU and graphics card and it didn't resolve the problem. I called and spent more time on the phone with no luck reaching someone after hold times and getting "accidentally" disconnected. I went ahead and sent the original parts back expecting a "prompt" refund. Its now 2 weeks and still no refund of my money. I filed a Better Business Bureau complaint which they actually responded to faster than a customer service iphone call. They basically want me to return the PC to them (at my cost again) and they will repair or refund. So basically they want to keep the $3800 and expect me to pay to ship their crap system back to them. PLEASE read the BBB complaints before purchasing. You will find my experience is common business practice for these guys. Now I have the extra expense and hassle of getting an attorney involved. BUYER BEWARE!