POTTERYCRAFTS Reviews 161

At first I wanted to order some products to be shipped to EU. But the site listed my address as unavailable. Then when I asked them for a reason, they fixed it. After I purchased 2pcs of 48kg cement, my invoice said only 2pcs of 25kg. When I asked them to check the amount and price, the only responce was that it was a wrong amount listed on their site. And that was it. NO apology, NO refund offered, NOTHING that a well respected seller would normally do. So really bad experience overall. Buying half the product at doubled price.

Not a good shopping experience

Excellent service from Potterycrafts. Speedy resolution of a problem.

Sales team very helpful over the phone and went above and beyond trying to sort my order, which was out of stock, then delayed delivery.
No direct communication from delivery contractor DPD then FedEx and no notification from that my order had been returned to Potterycrafts, which delayed things further.

Good friendly service, advice and help.

Ordered a kiln had to cancel it as it was a slightly dif model than the one I needed, assumed it was a plug in like on another site, I've been chasing them for refund for 2 weeks!! Being told it's being processed 3 to 5 days and it hasn't, they never answer phones or emails, to get some response had to email different department to get hold of customer service she's not getting any luck either disgusting, and this is not my first problem with them, only ordered from them as it was 300 cheaper than other site
Order112915

Wouldn’t recommend ordering from this site. The customer service is terrible. I ordered two sets of clay on this website. Both listings only had a single photograph, one of an olive green clay, one of a rose pink clay. As a newbie to ceramics I clocked that the “fired colour” was listed as both “buff” and “grey” in separate sections of both the listings, but assumed that was a mistake, and the photos would be the most reliable source. After firing I was disappointed to find out that both clays are just standard buff (beige colour- both identical in colour), despite the very distinct colours presented on the listings. When I emailed to enquire, the best I got was “photographs aren’t calibrated correctly” and “photographs are for illustrative purposes only”. Not a single apology. When I asked for a refund I was told that the 14 days to qualify for a refund had passed.

Weeks later and the same photographs are still present on their website. There seems to be no effort to rectify the issue. I understand that there’s likely to be a slight deviation in the colour of the actual product and the photograph, but this is straight up false advertisement and they don’t seem to care either way what their customers think.

We requested a simple warranty repair on our kiln (two elements need replacing) and we have received little to no response. We are now a month on from our initial request and despite chasing the technical department for an update several times we are no further forward. Our kiln is still broken and it is causing a great deal of disruption to our business. We have been told by someone in their accounts department they are short staffed but this is not good enough. There's seems to be no regard for customer service. Ironically we are in the market to purchase another new kiln but with current levels of customer service we are likely to take our business elsewhere.

They were great in 2019 when we bought our kiln but now the kiln has its heating elements popping out and need replacement and we can’t reach anyone for 8 days - no response to emails and phone never picked up. We can see they are still alive as they do respond to these reviews. Order number 1048719 if this matters.

Part of my order was missing on arrival. No response to my emails about it. Phone calls are never answered. A very frustrating experience and I have paid for something I have not received.

I have had no customer service whatsoever after having made an order at the beginning of June. No products have arrived, no emails responded to, no one at the end of the phone to tell me what is going on. Despite the fact that they have banked a large pile of my money. I wish that I had had read reviews before making an order. This has messed up my schedule big time. I wouldn’t mind so much if there had been some kind of honest communication. Not happy ☹️

Hello there, I can’t seem to respond to your reply, and so am editing this review. The order number is 110203 and yes, it was made online, on the 8/06/2024. Thank you for getting back to me.

Thank you for your latest reply. I will wait until it comes in. 🙂

I am absolutely appalled by the service from Pottery Crafts. I placed an order (Order Number: 110249) which arrived incomplete, with several items missing. I emailed their customer service immediately, but received no response. I followed up with another email a week later, still with no reply.

Since then, I have called multiple times and no one has ever picked up the phone. This is truly shocking customer service. At this point, I simply want a refund for the missing items, but getting any response from them seems impossible.

Pottery Crafts should not be allowed to operate with such a blatant disregard for their customers. I urge others to avoid this shop at all costs. This has been a complete and utter nightmare.

UPDATE - 5th July:
I can't respond directly to your reply below, and I won't be emailing or calling again because it's pointless—you don't respond or pick up. Yes, I received one more item last week, but I'm still missing two others (Wooden Whirler 160mm and Amaco Velvet - Jet Black - 2oz). The fact that I have to inform you of this says it all.

I am desperate to contact pottery crafts but no response, I need a VAT invoice for a pottery wheel I have purchased but I have rang, emailed, left messages and it is as if no one works there. I need the invoice in order to claim money back on a grant I received to make the purchase.

I have been shopping at Tirantis for years and always found all the products I needed. Ever since it got bought by Potterycrafts it has gone substantially downhill. Non existing customer service. Not picking up calls, not reacting to emails, no info on delivery times and all seems to be taking extra long to arrive but if not and you need to rely on Customer Service you are doomed. My order disappeared from the system although I had paid. It looks like systems between Tirantis and Potterycrafts haven't been linked up together well. All in all not up to standard at all and I will be looking for alternatives.

Good afternoon
Could you kindly contact me, email or phone, please to update on item as paid for on your Doc. No.
W 1140556, as it hasn't been delivered despite being ordered back on the 29/05/24 !!
Every time I ring at the designated times there is no answer, nor any response to the emails I have sent you?
This is totally unacceptable.

Always speedy delivery, if the items are in stock. The Nordic range glazes are my favourites . Great company

We like the house-made glazes, and we've had good experiences with this company in the past (the staff have always been very personable and helpful) but it seems that nowadays they are clearly having issues with stocking, staffing, and... pretty much everything.

Their voice mailbox is CONSTANTLY full so we can barely get a hold of customer service. They ignore our emails. We've had multiple issues about them getting our address and contact info wrong. Items take months to ship, and while we understand that supplies of clay materials can be difficult to procure, they've told us that they were "packing down" materials that had already arrived... and then we still had to wait several days.

What's cheeky is that they have a "rated 4.4 on trustpilot" signature on their emails.

Potterycrafts, please get it together. I don't know what's going on over there but it is not looking good AT ALL.

Absolutely appalling customer service. Ordered items marked as 'in-stock' on the website but my parcel arrived missing items which were now apparently out of stock, with a note saying they would be dispatched in due course. I've waited over A MONTH and received nothing. In the meantime, I have emailed and called to request a refund for the missing portion of my order and received no response.

I ordered a shimpo wheel and the level of customer service was outstanding. The shimpo arrived, as promised today and I can't wait to try it out.

Thank you Pottery Crafts. Will definitely order again (and will be looking at the clays next to purchase).