Pottery Barn

Pottery Barn Reviews

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Overall Rating
1.4 out of 5
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About Pottery Barn

Pottery Barn Reviews

ConsumerAffairs has collected 2,039 reviews and 4,562 ratings.

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Page 1 Reviews 0 - 10
Verified purchase
Customer Service

Reviewed Nov. 22, 2023

I bought an expensive bed frame about 2.5 years ago. The website says it is contract grade and makes all kinds of claims about its quality and durability. My husband recently sat on the bed and due to a manufacturing defect where the wood was not glued together as it should have been, the frame broke, splintering the wood. Customer service told me that not only will they not give me any kind of refund, but I have to pay to get it repaired. There is no reason why a supposedly high-quality bed frame should have broken within 2.5 years. I have an IKEA bed frame that I’ve had for over 20 years and that has held up better. I will not be purchasing any more furniture from Pottery Barn again.

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Customer ServicePunctuality & SpeedStaffProcess

Reviewed Nov. 22, 2023

Purchasing one coffee table caused endless frustration..!! We purchased a coffee table at Pottery Barn. It naturally developed cracks. We reported this issue to Pottery Barn to get our coffee table fixed or get a replacement. It takes a few weeks to get response from Pottery Barn. Also, I needed to talk with a few different agents via live chat and a few emails to get their response. Pottery Barn said they can’t fix it or replace it. Instead, I needed to return the cracked coffee table to get a refund with eGift card. The entire process takes about a month.

I ordered a new coffee table using eGift card. Last Saturday (which was a few weeks after I placed the order), the entire new coffee table should have been delivered, but only table top was delivered. When I reported this delivery issue to customer service right after the delivery, one agent said she will figure out the situation and call me back in an hour. I never received a phone call back. Six hours later, when I contacted the customer service, they didn’t know about the issues at all and asked me if shipping company made mistakes…! Without any apologies, they asked me to wait for three days until shipping company deliver the missing parts. Three days later, without any explanation and apologies, Pottery Barn sent me an email to notify that I will receive other parts one month later…!

After one hour conversation with an agent, I’m finally getting a check refund. I will NEVER buy anything from Pottery Barn!!!! They never consider the frustrations and inconvenience the customer is experiencing. Also, most of the times when I needed to talk with live agents, I should wait to be connected with the live agent for long time. However, if I don’t respond to them in 1 min, the live agent quit the chat requests. I never expected that I will feel this much frustration, pain, and inconvenience by buying a coffee table.

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Pottery Barn
Response from Pottery Barn
Hello Yujin,
I am sorry for the frustration that happened. If you still need assistance, please send a private message with your order number.
Best regards,
Dragon (Julie C.)

Pottery Barn

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    Customer ServicePunctuality & SpeedStaff

    Reviewed Nov. 22, 2023

    I should start by saying that I do believe Pottery Barn makes decent products that are relatively well made and designed. That said, their Customer Service is abysmal. Here’s my sad saga: I purchased a large sitting chair and after it was delivered, I opened the box to discover it was missing its legs. I was then given the runaround between their Customer Service representatives and the warehouse employees, neither of whom wanted to assume responsibility and actually do something about the missing legs.

    Finally, they told me they would have to order new legs but added it would take FOUR MONTHS. I agreed to wait because I really liked the chair and hadn’t seen another one like it anywhere else. Cut to four months later and, of course, no one contacts me. When I contacted them, I once again got the runaround between departments. Eventually, I’m told they will look into it and get back to me.

    Two weeks later I called them and found out they only have one leg, adding it might take another four months to get the remaining legs. At this point, I decided to cancel the order. And, as expected, that process took several weeks before I finally received a credit on my card. The bottom line is: always read reviews and trust them. A whopping 93% of Trustpilot reviewers gave Pottery Barn one-star (out of five) and this is over 1,300 reviews. I intend to post this review wherever possible to warn consumers about buying anything from Pottery Barn.

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    Response from Pottery Barn
    Hello Douglas,
    I am sorry this happened, as we never intend to cause any problems such as this for our customers. If you need further assistance, please reply with your order number in a private message, and I will do my best to help.
    Best regards,
    Dragon (Julie C.)

    Pottery Barn

    Resolution In Progress
    Customer Service

    Reviewed Nov. 22, 2023

    We ordered 4 Aaron dining chairs on Sept 24. Paid in full. Expected delivery was Oct 28-Nov 1. After shifting the expected time six times, I called to inquire about the delay on Nov 20. I was told one of the chairs was ready but the other three were not. “It would take a few more days”. Today, Nov 21, the system automatically updated to “delivered” when there are no chairs in our house. Upon calling, I was told “the system is showing them as delivered but they are actually waiting on the dock”. I was refused a refund and told to “have patience”. Ultimately, after 55 minutes of being on hold, the issue was resolved and now I am awaiting a merchandise credit in 3-8 business days (which I fear to use because furniture shipping at PB is a terrible experience). I was offered compensation or anything for holding our funds for three months straight without delivering the pieces.

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    Pottery Barn
    Response from Pottery Barn
    Hello Borislava,
    I am sorry for the delay and any confusion. Could you please send a private message with your order number so I may look into this?
    Best regards,
    Dragon (Julie C.)

    Pottery Barn

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    Customer ServicePunctuality & SpeedStaff

    Reviewed Nov. 20, 2023

    I ordered 4 Cline counter stools recently and had them delivered with white glove service. I realized I needed another but didn’t want to pay the $199 white glove shipping and opted for the nearest store, which was 1 hour and 15 minutes away. Upon arrival, the employees were extremely rude. They said that they’d get to me at some point. I said that’s fine and shopped around the store. It took over 45 minutes to get someone to bring the stool and I pointed out it was the wrong stool. After a bit of back and forth they went to look for the new correct stool. It took a considerable amount of time.

    In the meantime I spent over $1000 on other items. When we arrived home, my husband began unpacking the stool and it was cracked. I called customer service (Josh) and clearly woke him up. He was yawning and barely audible on speaker phone. He couldn’t seem to stay awake or focused. After 30 minutes, I asked to speak to his supervisor. She informed me that I needed to return the chair and pay for shipping to my house. I told her the entire point of the drive was to avoid the shipping but the item was damaged. I told her this is unacceptable based on everything that’s happened. She was rude and said she wouldn’t authorize a replacement to my home. I’ve been a customer for close to 10 years and am ready to never buy anything off them again. Their customer service is awful.

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    Resolution In Progress
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    Verified purchase
    Marianne increased rating by 4 stars.
    Customer ServicePunctuality & SpeedStaff
    After a positive interaction with Pottery Barn, Marianne increased their star rating.

    Reviewed Nov. 19, 2023

    I have been a long-time shopper of Pottery Barn and affiliated brands. I've had a very disappointing experience with customer service today... In the fall of 2021, I ordered a fireplace tool set for $164. I received an order confirmation, one message that the order was delayed due to COVID challenges, and a subsequent note that it was on its way. We'd been through this already that year - I'd ordered a new bedroom set in June of 21 and it did not arrive until December of 21. So, the delays were not surprising and not a problem. I was patient.

    I had the same attitude regarding the fireplace tools - they'd eventually arrive like the bedroom furniture. To be honest, I did forget about the order. It only came up today as we are preparing for Thanksgiving fire building. I logged into Pottery Barn's site, looked up my order, and it says "We're sorry, a delivery date isn't available yet. We're committed to ensuring a timely delivery. Please check again for the latest update." So, I chatted with customer service. I was really surprised when the representative said, "It's been too long, we can't do anything about it."

    This does not sit well with me, nor does it align with the Federal Trade Commission Policy. Pottery Barn is responsible for refunding me when they can't meet their delivery. Trade Commission policy says that if they reach out to me and I don't respond, they are to provide a refund. When I asked to chat with a manager today, I was told it would be the same answer. Surprising (and perhaps unethical?) stance to take for $164, with a consistent customer for 20+ years.

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    Verified purchase
    Customer ServiceSales & MarketingPunctuality & Speed

    Reviewed Nov. 19, 2023

    I purchased a set of sheets at the recommendation of my mother, who shops at Pottery Barn frequently. They arrived quickly & I was initially impressed by the quality, but after further inspection, I noticed one of the corner seams was not fully sewn closed, leaving a finger sized hole, which is sure to grow with time. It appears the fabric wasn't laying flat on that seam in that one spot, causing the thread to not fully go through the seam.

    I called customer service to ask about a replacement set, as the set I received was defective/faulty. I was told they cannot offer any sort of exchange or refund, since the sheets had been washed. I'm extremely disappointed. After spending $200 on these sheets, I would expect better quality. I will never waste my money again & my mother is appalled, as she is a frequent shopper. I wasn't even offered an apology, they acted like I was a scam artist trying to pull a fast one. Horrible experience.

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    Resolution In Progress
    Customer ServicePunctuality & SpeedReliability

    Reviewed Nov. 17, 2023

    I purchased for my toddler boys. I have always trusted the quality of Pottery Barn products and have been a loyal customer. I'm completely dissatisfied with the silicone bento box as I realized that all their food packed was tasting soapy. I kept thinking it was me, however they would always bring back their lunch untouched. When my husband randomly tried their food, he was so upset that we didn't realize early enough what we were giving our boys. I have tried to google on how to remove the soapy taste and have used vinegar and baking soda and nothing works. Although, under their product detail it states that it's dishwasher safe and it's a big LIE!! It's absorbs the soap and that taste never leaves. I'm surprised at how their customer service offered no resolution and decided to blame me for not rinsing their lunch box properly. I'd not recommend buying anything from Pottery Barn as their customer service is horrible and their product unreliable.

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    Customer ServicePunctuality & Speed

    Reviewed Nov. 16, 2023

    I ordered bedroom furniture on September 28 with an estimated delivery of October 20 to November 3. The earliest the furniture could be delivered after multiple phone calls became November 17 (already 2 weeks late). On November 16, 2023, I received an e-mail notification asking for me to schedule delivery, which I had already completed so I was confused. After a phone call, the company had scheduled a delivery for an incomplete order and could no longer have the unit delivered before Thanksgiving where I needed it to host family. This is the second time that Pottery Barn has resulted in a poor customer in shipping a complete product on-time.

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    Pottery Barn
    Response from Pottery Barn
    Hello Audra,
    I am sorry for the delay. Please send a private message with your order number so I may investigate this for you.
    Best regards,
    Dragon (Julie C.)

    Pottery Barn

    Verified purchase
    Amy increased rating by 2 stars.
    Customer ServicePriceOnline & AppStaff
    After a positive interaction with Pottery Barn, Amy increased their star rating on Nov. 26, 2023.

    Updated review: Nov. 26, 2023

    Thanks for resolving.

    Original Review: Nov. 16, 2023

    I purchased the Star Trek™ Loose Fit Pajamas for my wife on November 11, 2023. They were delivered today on November 16, 2023. The PJs were too small. I tried returning on the website and it said they were ineligible for a return. I called customer service who told me it was a final sale item. I then looked at my receipt and nothing indicated anywhere that it was a final sale item. So I called back and the second customer service person said any item in red, which it wasn't when I bought it is a final sale. At this point, the price dropped even further by 25% and it indicates clearance, which it didn't when I purchased it. Both customer service people were pleasant, but were clearly trained to say no.

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    Pottery Barn Company Information

    Company Name:
    Pottery Barn
    Website:
    www.potterybarn.com