POTTERYCRAFTS Reviews 161

I understand that items can take a little while to be dispatched but I have been waiting almost 6 weeks now for my complete order to arrive and having parts of it arrive every week when I am at work is infuriating.

I have send 4 emails with questions, all of which have been ignored and no one will answer the phone. Really disappointed with not only the logistics and lack of tracking information, but the customer service is non-existent. Considering how expensive shipping is, I would expect more.

Zero customer service. Received half my order and have been completely ignored when trying to find out where it is.

Looking through these reviews it seems I am not the only one having trouble.

Abysmal customer service.

Tried to chase up an order to be told she was the only person there and couldn't be bothered to search for my order if I didn't have the order number even with postcode.

Part of the order arrived, good item. Part of the order was "not packaged yet" 2 weeks after my order. This despite their 3-5 working day apparent turnaround. I asked when will I receive my goods only to be barked at " I told you. I'm escalating it, don't you get it!"
I was then told I was rude, told to go away, they will refund my order and don't ever order from them again. Really....I won't.
This is a shame as Alec Tiranti had a great industry reputation.
Since merging with Potterycraft the knowledge base has all but disappeared. There is a complete lack of care for the customer and no method of contacting them that they will reply to. I will now change my supplier despite ordering large quantities frequently.

EDIT following response. -
The items did need packing down, but you say 3-5 working days, this was over 7 days and you still hadn't started to 'pack down'.
The negative response is not due to the order itself, but the lack of customer service and rudeness of staff telling me never to order from you again and forcing a refund on me, refusing to fulfil my order.

This and subsequently ignoring an email I have sent requesting a formal complaint.

Ordered on 5/05/24. Part of order missing however still charged. Multiple emails with no reply. Multiple phone calls with mail box full and unable to leave message. Asked on a clay group and another 15 or so people replied they had the same issue. No customer service. Will be contacting my bank to get my money back. Would not recommend.

I've been trying to get hold of them for a week. They are not answering emails and the calls bounce back due to full voice inbox.
I need a part for a wheel they manufacture, this delay is directly impacting my business.

Still waiting on an order that was in stock, part of it has been sent. No answer via the telephone (it says there is no room left for messages) No answer via email (the auto email says a 3 day reponse but its been more than that now). I needed the glaze for a wedding order, but because I haven't heard anything I will have to source elsewhere (gutted because its a nice glaze!) and chase for a refund. I have no idea what is going on. Will keep trying and will update the review accordingly.

22/05 Still waiting for any sort of communication. I am going to try and get a refund through my card issuer.

The mailbox is still full and no response via email.

22/05 After I had updated my review I have had a response from Pottery Craft and they have said that they will refund me for the item that had yet to arrive.

EDITED TO ADD-
I received a postage refund.
Still waiting to see if I recieve the actual item.

Maybe I should check trustpilot before purchasing from a new business.
Ordered an item on the 18th April. Company ignored 2 emails, and I had to start a PayPal dispute yesterday (7th May) THEN they decided to check their email and replied saying-
'I have checked with our Operations Manager, and am trying to get a tracking number for your order, which hopefully should be despatched to you today.'
Hopefully??
I wouldn't have minded so much if there was some form of communication.

Emailed and telephoned 4 times about a brick for one of their kilns. Promised a contact from them - After two weeks, with no response, I managed to source from elsewhere.

I made an order on December 7. Here I am in January and I was told that "they will arrange for it to be dispatched" WOW. I was ready to tell all of my sculpture and potter friends about this new resource. Probably not. A month+? Seriously. I was told it was because they just finalized their annual stock take. Super dissapointed. A month.

Appalling customer service ordered one product and it still has not arrived, the excuse being they were doing a stock take. I phoned and asked when they were going to post it and they said they would ensure it would be posted the following week. Phoned them again and they still have not posted it. They said they would call me back but still no response. I used to spend a lot of money with Tiranti when it was based in London, Good customer service and very knowledgeable about their products. Sadly this is not the case with Pottery Crafts. I was hoping to get a job completed, but still waiting.

Used to have positive experiences but the last one was so frustrating and ultimately unsuccessful that I'll be shopping elsewhere from now on.
I ordered 3 different products. One arrived. No communication on other two parts of order. Chased by phone and email. Told that some "coming in" soon (!) and it would be dispatched then. Nothing. Chased 2 weeks later (by this point I've missed date when i needed them but figured they'd ask be useful for future). Told they'd look into it. Nothing. Chase again. Told order now dispatched. One other product arrived but still no sign of third one. Chased again. Customer rep helpful but no idea why it wasn't in my order. Finally told I'll be refunded for the product (i asked for my postage amounts to be refunded too). Really sad to hear other people facing same issues recently so clearly it wasn't a one-off

I don't know what is going on at Potterycrafts but their customer experience is shambolic.

Over the period of a year we have experienced lack of communication about deliveries, delivery/collection dates that are not as agreed which has incurred considerable time/costs to our business, as well as a sharp increase in prices for smaller amounts of clay (12.5kg are now down to 10kg bags)....on the whole we are fed-up and won't be using them in the future.

Very efficient service! Didn't have to wait long for my glazes to arrive.
Easy to order online. I have used the Potterycrafts a quite awhile now and haven't experienced any problems.

Terrible service items are never delivered in the time frame. 5 days delivery time turns into 11 days. I have missing items that I’ve called up about and they’ve promised to send but they never showed up! I only order items that I can’t get anywhere else. Looking at the other reviews I can see it’s not just me. Pottery crafts please get your act together don’t oversell and under deliver. 5 days should be 5 days max!

Sadly having now read other reviews that have the same experience I doubt I will shop here again. Delivery times were shown at 3-5 working days. When I called on day 5 the person who answered the call couldn't be less interested and actually sounded annoyed that I had spent my time following up. She said the items hadn't even been picked yet but would get them shipped the next day. Still waiting 7 working days later and the courier has only just now confirmed they have received the details but not the parcel. Two stars goes to the reasonable pricing and variety of products.

No comms, no explantation and half the order received with no information when I should expect the rest. A month has gone by and I was relying on this product for a project long lost. Thanks for nothing

Part of my order was missing? No explanation on invoice. I had to chase it up!
Also when I asked about the part order and if I could add to it some more items told to order the new items separately ? Not much use as I can’t complete the museum piece without the missing part of my order anyway

Initially, I tried to order on line but realised that in the past I hadn't created a password. So I rang and a very helpful member of staff helped me to set things up.
My order arrived much more quickly than anticipated.
All very well done. The only thing I still haven't yet decided how to go about is discovering the working temperature of the low melt alloy that I bought.

did good happy with service