Moneera Dumyati   Jordan

Disappointed experience

Very Disappointing Experience with Pottery Barn

I’m really disappointed with my recent experience at Pottery Barn. Unfortunately, this is not the first time I’ve purchased from your store — I’ve always been a loyal customer. Just last week, I bought several items with a total bill of around AED 5,000.

One of the items was a box spring for the bed, which was from the returned items section and therefore discounted. Before purchasing, I specifically asked the salesperson (his name is Bani) if I could return it in case it didn’t fit. He told me that returning might be difficult, but I could exchange it. I agreed to that.

When the delivery arrived, everything else was fine except the box spring — it turned out to be much higher than my bed, showing the wooden frame, which looked really bad. I contacted the store immediately, but they said it couldn’t be returned. I explained that I bought it based on what your salesperson promised, but they denied it.

They said they would check the cameras, and I agreed. I told them, “I’ve spent thousands at your store — this is not about the AED 200 difference, it’s about keeping your word.” They then told me to contact customer service.

Since then, I’ve been passed from one person to another. Every time I’m told, “We’ll get back to you in an hour,” but no one ever does. Finally, the manager who was supposed to resolve the issue said he would call me back — it has now been two days, and no one has followed up.

This has been the worst customer service experience I’ve ever had. I used to recommend Pottery Barn to everyone because I loved your products and service, but after this, I will never buy from your store again — and I’ll be sure to share my experience with others.

Even when I said, “If you don’t want to refund or exchange it, at least come and take it from my home,” no one cared enough to respond or offer a solution.

Very disappointing experience.

06-10-2025

umar   United Arab Emirates

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14-07-2023