Do not pursue this Capital One credit card under any circumstances. We applied to get the free interest on a bunk bed purchase, and it has given us one headache after another. Every step of the way has required an hour on the phone, and they ultimately charged us interest anyway. A terrible experience that has soured us on Pottery Barn altogether.

Bought a new home and was purchasing a large furniture order. We wanted the pottery barn card so we would get 10% rewards. We were both declined because of our new address. We both have impeccable credit (over 800) and was in our previous address for over 20 years. There is absolutely no one to talk to to get this resolved. We have never been declined for anything ever. I am completely fed up with Capital one and potter barn.

When we placed a large furniture order with PB last year, we opened the Comity bank pottery barn credit card so we could get rewards on our purchase. There were inevitable delays due to the pandemic. When we finally got our items and earned the rewards, we placed a second order to use the reward amount we earned. That order was also delayed, and in the interim, our Comity card was closed and we somehow were sent the new Capital One card. Cue nightmare: we could NOT get the account set up. We wasted hours on the phone with horrible call centers trying to get access to our new account, but couldn’t - years ago we had a Capital One card linked to a now closed department store, and no matter what customer service had us try, we could only “see” this old closed account. The waste of our time was maddening. We’re waiting for a paper bill to be mailed to us so we can pay it and then be done with them. The whole experience makes me not want to shop PB anymore. Too bad. It should not be our responsibility to spend hours and hours of our time trying to help Pottery Barn and Capital One work out the glitches in their program.

Worst Customer Service Company Ever!!! Been a paying customer for over 20 years with their credit card and ordered a piece of furniture - stating it was an "in-stock" item paying over $1500...was supposed to be delivered in 1-3 weeks....now in its 8th week and of course they charged it on my PB credit card 8 weeks ago and now charging $45 a month in interest for an item I have never received and no one knows when I will receive it....called PB Comenity Bank Customer Service to have interest removed and spoke to the most unsympathetic, uncaring and rudest customer service agent who would not do so. I will never purchase from them again or use their credit card....customer service at its WORST!!!

I used a PB rewards certificate to place an order. The item was backordered, and the order was not processed until after the reward expired, so my credit card as somehow charged instead. Pottery Barn refused to honor the reward certificate, and their partner bank (Comenity) refused to initiate a chargeback. Customer services was beyond abysmal, and I was charged $425 that I never authorized.

Pottery Barn is fine, Comenity Bank is a nightmare. Their customer service support is horrible. I made two small purchases that somehow were wrongly put on the 0% promotional plan. Even though I had my account set to auto-pay the full balance each month, it would never pay off those two small purchases. Took 4 months to resolve the issue... of me wanting to pay my balance. If I hadn't caught it by reading my transactions in detail every month I would've been hit with a late payment at the end of the year. Not worth the hastle.

Horrible company... During this time we are located in the heart of the Pandemic and hardly getting bills. We got one this month with a promotional rate of $1300 they added onto the only $2200 balance. I called to tell them we didnt get the bill and did see that the rate was expiring as I usually pay off everything on time. They did absolutely nothing when I told them that and asked to pay everything off.. They lost the business of a good paying customer and they can take their greedy ass and shove it.

Horrible customer service! Do not open an account with Pottery Barn/Commenity. Big headaches on 2 occasions with returned items and receiving proper credit. Both experiences make believe these people are either incompetent or dishonest or both. Hope this will prevent a headache for someone else.

I have been a Pottery Barn credit card holder through Comenity Bank for 10 years now. I am not one that would normally come online and complain, but my most recent experience has been a mind bogglingly bad one. I simply want to do all I can to ensure that no one else has to suffer through what I have for the last eight months. I ordered some furniture through Pottery Barn last September. There is a long lead time on the furniture to make it to you, and your credit card account is charged when the furniture ships. As I always do, I paid off this charge in a timely manner from my USAA checking account. The furniture then made it to our home last December. We immediately recognized that the cushions of the leather sectional we order were filled with a high density foam, and not the down wrap they are advertised as having (this had happened to us prior as well). That being the case, we refused delivery of the item in the truck, and were told we would be refunded the amount (which is over $3,000). The amount was refunded from Pottery Barn to my Comenity account in a timely manner, in the form of an account credit. After not yet seeing the refund make it, I contacted Comenity Bank to check on the status of my refund. I was patched through to a supervisor, and we set up an electronic refund. After patiently waiting for weeks, I called back stating that I still had not yet received my refund. I was then told that it showed on their end that the refund had been deposited. Knowing that this money was never deposited into the checking account I requested, I was guided into beginning a dispute. After again patiently waiting, I called back in several times to check on the status of this dispute. I was eventually told by another supervisor that this should be an easy fix through the refund team, and that the dispute was not necessary since Pottery Barn refunded the money to my account, and it was simply a refund issue. The supervisor insisted that I needed to cancel the dispute, so that they could get in and ensure the refund was taken care of in a much quicker manner through the refund team. That being the case, I followed their lead. They ensured me I would receive follow up phone calls, and that they were "on this". However, I never heard back from there, nor could I be patched back through to them (as the agent ID# they give seems to mean nothing when you call back in). After many more phone calls, I was encouraged to upload a copy of the deposits that went into my checking account during the timeframe in question (this clearly showed no deposits in the amount in question/ from Comenity Bank). I instantly did that through the secure message center as was advised, and this matter again went back into dispute. I was also again assured not to worry that they were "on it", and would follow it each step and keep me engaged as changes happened. Of course, I never heard back from them, nor could I be patched back through to them. After several more weeks of waiting, I again called in and was told by a supervisor that the dispute is for disputing that the merchant did not credit the credit card account back, and that my matter was a "simple fix" by the refund department. They again insisted to end the dispute, so that they could get in and escalate this with the refund department. I again followed their path. Naturally again nothing came of it. I then called back in not wanting to risk this happening again, and did all I can to have this matter solved as quickly as possible through a dispute. Yesterday, after nearly 60 days of waiting, I received a letter stating that the refund was deposited into a Bank of America account on February 1, 2019, and that I would need to contact them at a generic 1-800 number. I then called Bank of America at that phone number, and they simply stated that there was nothing they can do, as I am a third party to the matter (neither the depositor or the depositee). They seemed shocked that Comenity Bank would not have taken care of this themselves, and said that I need to reach back out to Comenity Bank to have them contact Bank of America to work at getting the money back. I instantly expressed my sincere frustration to a supervisor with Comenity Bank, whom apologized, and said initiating another dispute is all that they can do. This supervisor was able to listen to my initial refund request back in January and very clearly verify that I gave the correct account information, and the supervisor confirmed the same account information. They seemed shocked that the money somehow made it to and entirely different banking institution, and even more so that this was not recognized during the dispute. Now I am being told again that I will have to wait 60 to 90 more days for another dispute to be resolved, on top of who knows what thereafter to actually get my money back. My family counted on having this money back in January to February and it now looks like it will be a year before we get our much needed money back that was caused by negligence on their part. Without having spent hours and hours/ phone call after phone call following up on this matter it simply would have gone into a black hole (which it did even with my persistence). Everyone gives false hope and then passes the buck. I asked time after time to be connected to the supervisor at the highest level possible, only to be assured I was in good hands, and I was the highest I could go with it. At the end of the day, I wasted countless hours of my time/ minutes off my cell phone plan/ time with my 3 year old daughter, and incurred a great deal of financial stress as a result of repeated negligence and lack of caring about their customer. It is my sincere hope that I am promptly finally refunded this amount, as well reimbursed for the interest fees I have incurred on another card as the result of being out this amount. Ultimately I hope no one else has to go through this. While the 10% back rewards is great. The lack of appropriate customer support simply makes it not worth doing business with Comenity Bank.

You will regret opening a pottery barn card. Seriously DONT do it!!! They totally screwed me on rewards.. charged my account instead of using the reward. I had no idea and i got all sorts of frees and it messed up my credit score. They would do NOTHING to fix the situation. Never again pottery barn! ??