I'm very disappointed with this experience. I purchased a backpack from Pottery Barn in July, spending over $100, expecting quality and durability. After only four months of normal school use, the backpack began coming apart at the seams. When I contacted customer service, they acknowledged the backpack was defective but said they would only issue a refund or replacement after receiving the item back--even though they no longer carry the same backpack. As a parent, this is unreasonable. My child still needs a backpack for school, and I shouldn't be forced to either send him without one or spend additional money because of a product defect. For a premium brand with premium prices, both the product quality and the customer service response were disappointing. This experience has made me reconsider shopping here again. read more

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Over priced , unsatisfactory customer service policies. Poor quality goods I bought a comforter with matching shams, the love shack, fancy velvet shams, and quilt. The colors did not match. I had to spend an hour on the computer with customer service chat. Also, I bought sheets that were irregular or defective in the pattern and all they offered me was 30% off in a customer credit. I went into their store and the customer service store was not good at all The comforter that I bought is luxurious and beautiful, and I paid a lot for it and that's what I expected. Was it to be beautiful, but I did not expect the matching shams to be a different color from the comforter. ALSO IF SOMETHING GOES ON SALE THREE DAYS LATER, AND YOUR ITEM HAS BEEN SHIPPED, YOU DO NOT GET A PRICE ADJUSTMENT. This company wants you to return the item and re-order it for the sale price. It was a difference of almost $200 in the items that I had bought in the beginning December and a week later such an inconvenience! read more

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0 starts. I ordered the furniture on October 20th, did not receive it even now (january 31st). The customer service is rude, irresponsive and will just dodge your requests with no clear response. Please take my advise and DONT EVER BUY FROM POTTERY BARN TEEN. read more

I ordered the XL size backpack from the Pottery Barn Teen site, expecting it to fit my teenage son who's starting 9th grade. Unfortunately, the XL is much smaller than expected -- it makes an average-sized teenage boy look like Chris Farley in a little coat. Since we had the bag embroidered with a team logo only (no name or initials), I thought an exception might be possible. It's in brand-new condition and could easily be resold as is or personalized for another customer. However, my return request was denied almost immediately after I submitted photos to prove the condition. I paid $100 for a backpack we can't use. While I understand restrictions on returns for personalized items with names or initials, this policy feels overly rigid for a generic logo. If your child is over about age 8, I recommend double-checking the actual dimensions before purchasing. For older kids and teens, you may be better off with a sporting brand like Nike or Under Armour -- often at half the price when on sale. read more

Ordered a teen robe for Christmas in November and then discovered there was a firm 30 day return (meaning it had to be returned before Christmas!). Decided to return at another store and repurchase so it could be returned after Christmas if it didn't fit. I could return but NOT repurchase as the store didn't carry the teen line. I could however reorder except they were out of the color and size needed! Poor policies all around. I will not shop there in the future. read more

This company just cannot do delivery. They out source all the delivery services to third party vendors and do poor communications. Our order was delivered twice and both attempting failed due to them missing parts for hardware. This is unacceptable. People scheduled ahead to take major delivery and you fail them again and again. I can't imagine having a running business in this way. Avoid pottery barn at all costs or it will cost you precious time! read more

Save your money. They delivered my son's bed without the appropriate hardware. They actually suggested putting it together with half the hardware! They left the bed in pieces on my garage floor and said they would overnight the hardware...it came a week later. Then they wouldn't give me a date to assemble it for days later. They also severely damaged our wall from the initial delivery. No apology. No compensation. My son is sleeping on the floor indefinitely. read more

PBTeen - Bed in pieces - Furniture Stores Near Me - Mill Valley, California

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Pottery Barn Teen has the worst online experience I have ever experienced. We ordered a dresser for my daughter and it said it would take a few weeks but we like it a lot so we just got it anyway. The day it was supposed to arrive my wife stayed home to avoid any problems from it not being delivered. We ended getting a email saying the dress was delivered and that it was left downstairs. We checked for it and realized they sent us a LED football light instead of her dresser that we have waited almost a month for. After calling customer service they said that we had to wait another 2-3 weeks for they can send us another dresser even though we have waited already for a month. This company does not deserve my money and after I received our dresser I will cancel my Pottery barn Visa store credit card and never purchased anything else from them. Buyers be aware of the terrible customer service that they have. Expensive furniture with bad customer service. I also have a credit card with Crate & Barrel and their customer service is far much better. read more

Just had a terrible experience with PB teen. Ordered over $7K of items and was not notified prior to delivery that one of the items would not be delivered. I was unable to speak with anyone willing to help as the delivery company blamed PB and PB blamed the delivery company (who worked for PB). Kept getting bounced around and finally received delivery over a week late. Never got a call from PB, all inquiries were initiated by me. What a frustrating experience. Very difficult to get accountability and a straight answer. Don't seem to be interested in customer. read more

Finally, PBteen comes to Mill Valley, and the first one in the SF Bay Area! Ahhhhh, the life of a teen or preteen in Marin County, must be rough. They have everything you need to cheer up your moody teen, and make sure they stay in their room at all times (hopefully, studying around clock - NOT). The store location is in the Strawberry Village shopping center, adjacent to Wells Fargo. Plenty of parking up front and helpful staff eager to assist. Their grand opening was back in November, yet I finally checked it out tonight while having dinner with the kids. It's the Holiday season, perfect timing...their holiday assortment is whimsical. From study spaces to lounge rooms, every collection is personalized and snazzy. Makes me want to become a teen with all these stylish furnishings and home décor. I only dreamt about such fashionably, fun-loving rooms when I was a teen, how times have changed. I highly recommend checking out this store. Many items can also be ordered online at http://www.pbteen.com. read more

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I ordered a loft bed in October to be delivered in 2 weeks. After 2 weeks I was told it is on backorder and it won't ship until December. In December I was charged the full price and was happy cause I thought that meant it was getting shipped. I call a few weeks later and was then told a piece was on backorder until January. It is now January and my bed is again on backorder until February even though I was charged in December. The furniture I love, however, the delivery is horrendous. Don't expect to receive your order anytime soon. read more

Terrible customer service! Pottery Barn Teen doesn't deserve even 1 star. I ordered a bedroom set for my son this past August. Furniture was supposed to have been delivered by late October. Date kept getting pushed back. Now it's mid December and still no furniture! No explanation, no apology, no discount. Will probably cancel and get refund. Months wasted. Crappy business. Will never shop here again. read more

Dude. So PB Teen online messed up. They sent me a defective order and with a lot of back and forth, Customer Service was like, "you can mail it back, we'll send you a shipping slip". Like it's a 3' Mirror that weighs 40 pounds, like I'd have to get a box to hold it and all that junk. This is where the five star review comes in. I called this location and Shannon was a freaking superstar and called PB Teen Customer Service and helped get everything sorted. I'm so thankful and hopefully PB Teen online will send me the replacement item ASAP so I can send back the defective order. Hopefully everything works out. read more

I have had multiple issues with the online store over the last few months. Problem #1 - I purchased several things online. I returned some of the items a few days after ordering ( had expedited shipping) because they went on sale and they would not do a price adjustment. They took the items back bu instead of refunding my credit card, thought it would be cute to send a merchandise card through the USPS without even telling me. Then, it took about 5 phone calls and they agreed to put the money from the gift card back to my visa. However, what they did was void the gift card and keep all the money..yes...you read correctly. More phone calls, supervisors, trips to the PB teen store to have them try to help me and weeks and weeks later, I finally got my money. It was ridiculous. Problem # 2 - During their "Buy More, Save More" event, I purchased many things from their Harry Potter collection. I had an order confirmation for the total and when it was supposed to arrive. Long story short, they did not ship the items and a couple weeks went by with no merchandise. I called them and they said they wanted to charge my card a larger amount than the order total, specifically another $280 more than my order total and my credit card would not let them do it. This took 3 weeks to sort out. Problem # 3 - I returned 2 pillows and they wanted to keep the return again, no money back. When after many calls they did return...guess how...sent another merchandise gift card. Problem #4 - I returned a comforter and they kept the money again. I am still working on getting this refunded. All of the returns were within the 30day window. Terrible company...nobody knows what is going on when you call and they lie. The store at South Coast Plaza is there only saving grace. Their employees, Nadia and Ninaz should be commended ( they deserve 5 stars). They are so helpful when we visit their and have excellent attention to detail. read more

Terrible customer service and no answers/no responsible people available. A bed I ordered is continuously delayed. When I ask to cancel the order they tell me they can't because the manufacturer is not PBTeen (It is not my problem who is the manufacturer, I pay to PBTeen bc I trusted in this brand). Then I have to wait for the shipment, pay, and then they will submit the cancellation and I will still pay for the shipping fees. No claim forms, no possibility to ask for a supervisor, to get a better response. Nothing. Only long emails saying how bad they feel for me. NEVER AGAIN. read more

PB teen is beyond a nightmare to order from and same with regular Pottery Barn online. Yuck. I ordered thousands of dollars of items for our kid- desk, chair, etc. I did this back in Fall 2022. It took nearly 9 months to get items. Well, they had delivered to warehouse and then dropped off there and never delivered them. We waited and waited. We had to cancel one order as the chair I wanted never made it to warehouse. Had to place a new order. Originally ship time seemed reasonable. Now it is delayed again. With PB online, I had placed large order. Half my items never arrived. They resent some. The entire systems process from a logistics standpoint is a complete mess. I hate the way they run their company. The communication is horrific, everything is ALWAYS delayed, and things are lost constantly. read more

Awful products, terrible return policy, the customer service hung up on me three times today. They are not finding my return or any documentation even though I tracked it was delivered to their warehouse a while ago. I would give it minus one star if I could! I would never buy from PB Teen again. There are enough kids' products out there to choose from. read more

I feel this is one of the best companies known to man. The clearance sales are always rockin, promos too! We have been ordering from all of their companies for over 15 years and have never had a bad experience. If you have an item you are not happy with, they will send UPS to pick it up and replace it or give you a credit. But that is rare. Their products are long lasting, top notch and so is their customer service. If you have never shopped with PB Teen or one of their sister companies, you are missing out. Get online and do some shopping, you will not be disappointed! (If you have a gamer, the Rockin Baseball Game Chair is AWESOME!!!) read more

I ordered a desk from PB teen in December and I've waited MONTHS for it to be delivered. I recently canceled the order because it was taking too long, but they wouldn't refund the shipping money. The order wasn't shipped out when I canceled my order, but they still charged me for shipping. read more

WORST EXPERIENCE EVER! It may not be the fault of the people that work at this or any of the Pottery Barn empire stores, but all the problems with shipping, delivery and installation that everyone has written about are still a MASSIVE problem. Short version here, it took over two months to have my daughters bed arrive and have the right pieces. That said, it should be stated that it took four different times to get right parts shipped. Also it took over a dozen phone calls to the store and various shipping hub departments and customer service agents. After it was finally installed, we still got three calls trying to deliver another complete bed...In the end its clear that the company has major problems with their distribution and delivery systems...SO BUYER BE AWARE! ADVICE: If you do go ahead against this advice and buy something from them, be sure to be an ass and get some of your money back by not accepting crap service. In fairness to this massive BS headache, I was compensated by them for the disaster. First world problems but really... read more

I've spent a total of 14 hours on hold with customer service. Nobody can help me. Everybody in this company treats you like a criminal or you are stupid. I was charged $369.68 for a trundle bed I never ordered. It's taken 4 hours and 2 calls to get that refunded. I've also been double charged $593.21 for a bed I ordered and they can't "seem to find" the double charge on their end. Then the figured out how it happened, but nobody in customer service is allowed to issue me my credit and they aren't sure who the right person is. So I've been passed around now 5 times repeating my story. The sales people in the store can't help me. I'm having my credit card dispute this now. This is the worst experience I've ever had buying anything in my entire life. The whole process from the designers coming over, taking measurements, and ordering things that didn't actually fit in the space and had to be returned, to being charged and double charged for cancelled items, to sending the wrong size truck to deliver the bed, and having to reschedule after waiting at home 4 hours for them to show up. Every single aspect of dealing with this company has been a complete nightmare waste of time. The only thing you should buy from this company if you have to buy anything is maybe a lunchbox or a pencil,case. Do not order any furniture from them or you will be very very sorry. To be honest, this company should be forced somehow to go out of business for stealing money from people's accounts and refusing to credit back the money or making it very difficult to get the money credited back from their mistakes. Buyer beware. read more

STOP! Do not purchase with this company especially if you are a new customer. You attempt to purchase one thing but some how end up with a different thing. They will not allow an exchange. I learned later anything with 99 at the end which means it is on sale will not be able to be returned. The cover they sent was very thin. You can go to Walmart and the throw will be thicker. The quality of service and merchandise is both horrible. Stick to what you know because this company disappoint and do not try to rectify. read more

Absolute worst customer service I've dealt with in a LONG time. Ordered a Harry Potter desk mat, it came in the mail today, and it is literally just a piece of cardstock and was covered in grease. TERRIBLE quality. Immediately wanted to return it but said it was not returnable (not the case when I bought it) so I called customer service. They said it actually is returnable but I need to pay $25 to ship it to return it. FOR A POSTER that originally cost $40. CREDIT CARD holder with pottery barn but will be CANCELING immediately. Expected so much more from this company. read more

I was trying to buy a sectional couch. After a pretty strange experience on their website (products wouldn't show out of stock until you try to order it!), we finally found one that was in stock. We pay for it, it is ordered, and there is a delay in shipping (twice). We finally get it and are excited. It's a sectional, but instead of the end-piece, they deliver a WOODEN CHAIR in place of it. The delivery guys are very apologetic and say "this happens more often than you think". The customer service people are really horrible (no apology, and are insinuating we aren't telling the truth, even though their delivery people are still at our house validating what happened). Anyways, they tell us that there is nothing they can do as they don't make the couch anymore (gee, I guess we go the last one. Or 3/4ths of the last one). So we order a different couch. THe delivery day comes and goes. We call, and they indicate a week delay. We call a week later, and they now say it's month delay. A month goes by and we call again today. They say "sir, it clearly states on the website it's not available yet". I ask what am I supposed to do if they just keep delaying the order. They tell me to cancel the order. I tell them I still want the product, but I want to know if they can find out from the manufacturer more information on the delay. Again, he tells me to cancel the order if I don't like the process. I felt like I was talking to a grumpy 16 year-old kid with an attitude problem. I absolutely despise this company and hope their stock price continues to fall. read more

Absolutely terrible customer service and communication with customer on shipping. Ordered a robe on 11/10 with delivery date of 11/15. Continually pushed back even though their system says it shipped. I paid $14 for shipping from Dallas area to Tulsa for 10 day turnaround. USPS would have been quicker. read more

We ordered furniture for our two teenager daughters. Just to start the furniture already is expensive and shipping is grossly overpriced, but that's not the real problem. We placed our ordered on December 2020 and the order was cancelled due to credit card problems we never received any contact so we called back was finally told we needed to reorder. My Wife was told some sale items were not available anymore so we reordered different furniture at full price and pay even more and some other items were back ordered. Here we are in May 2021 still trying to get our order completed. My wife was finally giving a delivery date May 5th for the final piece to be delivered. No one called, no one showed up so we called them and we were told today the piece it's on back order AGAIN till June now. WHAT? We are waiting for delivery that day and it's on back order how the hell does this happen? Please I implore you DO NOT ORDER FROM THEM IT WILL BE A NIGHTMARE btw one star is a gift. read more

If I could give zero star, I will. I spent $934.15 to buy their Baldwin Upholstered full size bed on Nov, 2015. Until February 2016, I only get the rails and slats without the headboard, the reason they gave me was the headboard was lost and the ridiculous thing is their system showed that the bed was delivered in its entirety!!! I contacted the customer service (via call or email)more than 10 times and they never try to really fix the issue but sent me apology emails. I finally lost my patience and asked for a refund and return those useless rails and slats. On Feb 14, Pbteen responded that allow up to 7 to 10 business days to receive delivery company call to schedule the pick up date, depending on appointment availability in your area. Now is March 8th, no one form their company contacts me. Shame on you PB Teen. I will suggest don't buy big furniture from them or you may suffer the same process I have. read more

If I could rate 0 stars I would. I can not believe I purchased an item that is in such poor condition. I ordered a personalized desk mat for my college dorm and I was so excited for it to arrive. It was an extremely pricy mat, so I expected it to be a mat that I could use for a while, but that is most certainly NOT the case! When this mat arrived it came bent and dented, and it's very very thin! Not at all what I expected an almost $40 mat to be that I can't even return! I recommend not shopping here unless you're into overpriced poor quality items. read more

PBTeen is unable to properly stock many items they sell. Be aware that when you buy, and are given delivery dates, they are unreliable. The dates change all the time and they will just extend delays over and over. Their merchandise just isn't worth waiting 4 months or longer for. read more

Purchased two beds for my kids and sold off the old bed based on their delivery estimate. They have been going on delaying delivery and did not even bother to inform about the delays. After much delay even when part of the order is ready to ship they are delaying partial delivery saying no delivery slots are available. Terrible experience! read more

After swearing a couple of years ago to never order from PB again, I stupidly ordered two covers and two pillows for grandchildren for Christmas. The pink cover came right away. Then I got a notice that the navy cover was backordered, but would be delivered between Dec 12 - 14th. No I have a notice that the navy cover will not be delivered until between Dec 24 and Dec 28. Then I got a notice that they pillows are backordered until after the first of the year. Swearing them off again and I intend to stick to it this time. read more

I have to agree with the previous review regarding the worse experience in delivery and fulfilling the order. There is major problem with their ability of inventory control and internal communication. I placed order of three beds back in July and after long delay, multiple rescheduling and even no show no call on the scheduled delivery date, the beds were still have missing parts and not able to be assembled. Overall horrible experience in just trying to buy the beds for kids. Not recommending this store. read more

Has good quality stuff but takes absolutely FOREVER to get delivered. I ordered furniture in May and it didn't show up until August. This is not the first time I have experienced such horrible service either! Don't waste you time and money here, IT IS NOT WORTH IT! read more

Wonderful experience. I called looking for some flannel sheets for my 2 children & had the pleasure of working with Gigi. She took my phone number, looked for the products I wanted, called me back promptly & I had them literally the next day. Excellent customer service & the kids love their new flannel sheets! Win, win. Thank you GIgi. read more

Absolutely no customer service. Have waited on hold for a collective 4+ hours. Finally spoke to a Michael at ext. 7084055 who was extremely short, rude and completely unhelpful. Not sure what purpose he actually serves. Will never shop Pottery Barn again. Overpriced crap with terrible customer service. No thanks read more

I ordered a bunk bed. The first time it was delivered with a broken rail, so it couldn't be installed and they took all 5 boxes back and order a replacement part. Several weeks later the replacement part comes in and I tell the delivery company TWICE on the phone to bring ALL 5 boxes. They showed up to install a bunk bed with just 1 box. They schedule again to bring all 5 boxes. Yup they bring all 5 boxes, one of the boxes was the original broken rail. They ordered the wrong replacement part or just send me all the original boxes again. 3 attempts to deliver the bed, 3 times messed it up. I returned the bed that I was already billed for and had to pay. I have no doubt they will screw up my refund too. I was on the phone for 45 min trying to get a refund. I'm never ordering from PB Teen again...they are a nightmare. read more

Fraud! They screwed me out of $775! Instead of issuing a CREDIT for $775 to my card, they sent me a merchandise credit. The 20% coupon they sent me was not working and the agent on the phone REQUIRED me to place my order AS IS online and she'd issue the credit on her end. Turns out they don't track their calls, don't have any recording and they can tell you whatever they want and not honor it with no repercussions. Shameful and disgusting! I have the phone records and the order info. Will be seeing them in small claims court! read more

I placed my order and less than one hour later, I changed my mind and called to cancel. They could not cancel it or even change it to eliminate the personalization so it could be returned once received. Beyond frustrating being on the phone for more than an hour and continuously being put on hold with no resolution in the end. I do like their products but I will NEVER order again. It's really too bad because with Amazon, Wayfair, Home Depot, etc. all having incredible customer service, PB will never make it. read more

I echo the complaints in these other reviews that PBTeen has been a nightmare to order from online and has major systematic issues with their warehouses and logistics. Luckily I ordered a personalized lap desk rather than a big purchase like furniture. Being that this is under the umbrella of the Pottery Barn and Williams Sonoma brands I'm surprised at these issues. I ordered the personalization on the lap desk to be done in a light blue color and it was instead done in bright pink. They attempted unsuccessfully to ship me the correct item THREE times. I've given up now on ever receiving the color I ordered and will see how long I have to fight to get a refund. The item was for a gift and the pink color they keep sending me was a color the giftee hates - so disappointed. read more

Tiny store with very little to offer in terms of product offerings and customer service. I love the look and quality of the PB Teen merchandise; however, I will be doing all of my purchases online, not at this store. I visited the store today and there were only three other customers in the store who were all part of the same family. Although there were three people I saw working there, not one person even acknowledged that I was in the store. I had a few questions regarding their furniture and had intended to order my son's dresser. But, after standing around awkwardly and waiting for someone to offer any assistance for 15+ minutes, I just left. Save yourself the time and energy, and just shop their website from home. read more