Pottery Barn Reviews

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.

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 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.

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.

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.

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 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 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.

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.

Thanks for resolving.