Pottery Barn Reviews

There is a reason why this silk and cotton throw is heavily discounted. Website photos show a soft, luxurious hand to the fabric which is utterly nonexistent in person. Rather, it feels like a factory floor was swept up and the mash of fibers were glued together. No soft folds whatsoever. The throw arrived rolled up and tied so tightly inside a plastic bag, shaking it out did nothing. Advertised as spot clean, the full description of fabric care is on the tag as follows: “Spot clean Only With A Damp White Cloth, Blot to Remove Excess Water, Air Dry.” Really? A throw to get cozy with on a sofa? If that isn’t bad enough, it arrived with so many wrinkles it is simply unusable. I spent an hour on one corner attempting to carefully steam them out to no avail. The wrinkles are seared in the fabric! If water is to be avoided, how does one make the throw presentable? Save yourself the headache and the money.

I purchased a pottery bowl online but was unhappy with it when it arrived. It was on sale but they allowed me to go through the process of returning it. I figured I would be out the $9 shipping fee. After like 2-3 weeks a small amount was finally credited to my account. When I contacted customer service chat (which was very difficult to navigate btw) they said after a review they decided it was a final sale and I couldn’t be refunded the full amount. No offer to make it right. I will not be ordering from them again.

BEWARE - website delivery estimate versus actual delivery estimate after ordering are wildly different - and it's impossible to cancel your order after. I ordered a dining table & chairs for a delivery date 2-4 weeks out. Once the order was placed, the delivery changed to 4 MONTHS out. And in addition to that, they charged me the FULL price of the order - over $3k, that I have to pay now, but no product in hand. Is that even allowed?? This is my second online order placed with them and the second time this has happened. Do NOT use Pottery Barn - they lie and are NOT helpful when you contact customer service. All they would tell me is 'that's how it is' - basically deal with it. They DO NOT CARE about customer satisfaction at all! No wonder reviews aren't allowed directly on their website. They suck!

I ordered 4 rugs from PB in July. Delivery keeps getting pushed back and now I won't have them until November or December. Rugs. What's the big deal with rugs? Everything is from China, not buying from them anymore.

We purchased the Indio Wood Modern Outdoor Sofa on May 7, 2026. It took over 3 months to be delivered (due to custom cushions apparently) and within 30 minutes of the delivery guys trying to put it together, they told me it was defective and couldn't be used. I asked to keep the cushions and send the frame back for a replacement. Pottery Barn did not follow up. I called weeks later only to find out that the sofa has been discontinued and could not be re-sent. Then they gave me a hard time about refunding the cushions because they were custom made. After fighting to get that refund, I had to wait for them to come back and pick up the cushions to issue the refund. They never came, never followed up.

Purchased 2 Tahoma chairs (each retails about $1400) less than 3 years ago. One suddenly snapped (the pegs broke in the front) while my husband was sitting in it. We keep these chairs in our more formal seating area so they are not constantly used, my husband and I are both petite people so these aren’t chairs that should ever break under our use. We called Pottery Barn and were told there was nothing they could do since the chairs are more than one year old - which is absolutely unacceptable considering the price point. These aren’t $300 cheap accent chairs and per the description should have MUCH better durability than just snapping after a couple of years. Disappointed in both the construction of this chair and pottery barn’s commitment to their product - not doing anything because it’s a year old implies they know their furniture is garbage quality.

I decided to finally splurge and get my first Pottery Barn item, which was a comforter for my bed. High-quality luxury is what they stand for boy was I wrong. After one year of having this comforter, I weigh 115 pounds and I pulled it up in the middle of the night to be closer to my head and I heard this huge tear perpendicular to the bed on the comforter. I’ve never had any blanket do this in my entire life of course I call them and they do not stand by their products. No, they do anything about it. I’ve bought $20 comforters that have lasted way longer than this hundreds of dollar one.

The fifth delivery was made by a different company. I personally inspected the sofa before it was brought inside and did not see any damage at that time. During the delivery, the sofa and my home were damaged.

I ordered a hooded towel for my grandson and paid extra to have it personalized. They messed up the towel when they added the name. I reached out to Customer Service who agreed to send me refund - even sent me an email that I would receive a refund. I went out of my way to rebox the defective item and drive to Fed Ex to return it. Instead of a refund, I received a replacement of the same poor quality item. I reached out to Customer Service and they refused to honor the refund that I was promised.

⭐️ **1 Star — Very disappointing customer service and misleading product description.** We recently purchased an open-box Livingston bookcase from Pottery Barn. We understood that the piece had minor damage, as that was clearly shown in the photos. The product was also listed as being in “Good” condition (see attached image). What was **not** disclosed anywhere in the photos or description was that the shelf pegs were missing. When the bookcase was delivered, the delivery team was wrapping up and pointed out that there were no pegs to hang the shelves. We immediately contacted customer service and spoke with a representative named Thomas. Unfortunately, he was extremely rude and made the entire conversation feel as though the situation was somehow our fault. He repeatedly told us there was nothing he could do and that there was no one else he could refer us to who could help resolve the issue.

I have been a Pottery Barn customer for over 20 years, which makes this experience especially disappointing. On August 8, I purchased what was clearly represented on Pottery Barn's website and in my order confirmation as a “Cameron Modern Roll Arm Upholstered Sleeper Sofa with Reversible Storage Chaise Sectional”. I relied on that representation when making the purchase and made other decisions around my home furnishings based on having purchased the complete sectional.

My 2 daughters-in-law requested Pottery Barn Emma Beaded Stoneware Dinnerware Collection, color ivory, so I bought them what they wanted. This line has been at Pottery Barn for many years, but PB does not allow reviews. No wonder! This dinnerware line is called "Contract Grade" but that is supposed to mean can be used in restaurants and hotels and last. The stoneware gets grey utensil marks on it relatively quickly, which is quite ugly, embarrassing and the marks are not removed by a dishwasher. A restaurant or nice hotel could not use this to serve clientele. Same thing happens with other brands of cheap stoneware plates but the PB Emma line was expensive. Pottery Barn could make this Emma line in a good quality porcelain that would not collect grey utensil marks but they make it in this less expensive stoneware to up their profit and the customers are left with a dinnerware set that looks horrible.

I have just had a VERY bad experience with the Pottery Barn Town Center, Jacksonville, Florida. Management personnel were totally dismissive to the point of being disrespectful, made no effort to resolve the issue, no apologies, no concern whatsoever! And certainly a poor representation of Pottery Barn customer concern. There was none!

I purchased a sofa sleeper the Cameron chaise. I received a call a week later stating that the price charges was for the chaise stool alone. I purchased the sofa in store. The chaise is not sold separate from the sofa and honestly it’s too small for that consideration, $1200 for a stool and 15% off for the rest of the sofa which is sold as one piece chaise included. This is the height of poor customer service to lie about the sofa, try to offer me double the price and you’re doing me a favor? Your system may have price the sofa wrong and that’s on you.

Don’t waste your time or money with furniture from Pottery Barn. I got the Big Sur sofa sectional. Over 5K and it took forever to be delivered and the upholstery pills like crazy. Looks awful. I would have been better off getting something from Walmart or Wayfair.

Oh, where to begin with my Pottery Barn (i.e. Williams-Sonoma) experience, I recently downsized and so I donated my old furniture to charity and went to Pottery Barn for a complete refresh. I ordered furniture for every room in my new place with the help of their design services. Florence was amazing, but that’s where the positive customer experience ends. Apparently, once you spend above a certain threshold with Pottery Barn, you become a “VIP customer” and get their “white glove concierge service”.

If I could give zero starts, it would still be too many! The furniture at Pottery Barn is absolutely WORTHLESS. Bought a dining table for $600 and 15 months later the “veneer” or whatever was used on top is bubbling. Called customer service and their advice was to consult a “furniture specialist.” DO NOT waste your money on this literal garbage!!!

White upholstered headboard with silver colored nail heads rusted in under 2 years, dry environment so humidity is not a factor, Pottery Barn customer service says one year window has passed. I thought this would be the last headboard I would ever buy, but instead it is disposable and doesn't last as long as a pair of shoes. There are brown deposits and smears everywhere, see photos.

I purchased a backpack (DREAMY SKIES OMBRE GLITTER MACKENZIE LARGE), and I rushed it due to my daughter started school on Aug 3rd, the backpack was very nice but damaged on the side where you put the water bottle the mesh part, I called customer service and I advised them of the damaged area. The lady was very nice, she said she will give a 25 dollar gift and 15% off coupon, I received a 12 dollar gift card and no 15% discount. Called customer service again and was resolved, Pottery Barn customer service lies and is lazy!!!!

Over the past six weeks, I have spoken with over 20 different customer service reps. All were extremely pleasant. How have I spoken to so many friendly people and now do not have any furniture or my full refund yet? Is it incompetence? Laziness? Being unorganized? I’ve spent hours on the phone trying to get missing/damaged pieces of a bed delivered and had that half-built bed in my house for over a month. Then the picked-up furniture was “missing” for a few days. I’ve now spent a week trying to get a refund released that I’ve been told would be issued “today” three times, then 24-48 hours, and now 3-5 business days. Even “leadership” managed to release only a partial refund. I call and am apologized to. And then I call again the next day.

Bought an $8500 couch from PB, not even two years old and the zipper came off one of the cushions and now won’t stay zipped. I reached out to customer service asking for a way I can PAY for a repair or replacement. They told me neither were an option on a piece “so old” - mind you this couch is still for sale on their website. I’m going to have to go 3rd party to hopefully replace OR buy an entirely new cushion! Awesome! It’s a beautiful couch otherwise.

I really don't have the energy to type out all the things that went wrong with our orders (from a missing portion of our couch, a bar with knife damage to the face of it, a chandelier that was bent... on and on.... But for now I will focus on the Abbott tables that I ordered in 2023 that are still available today for full price on their website. Here's a picture of how they look three years later (protected and covered every winter). The large table has at least 7 cracks and the paint is peeling off of the smaller table. The Abbott chairs are in a complete state of disarray. This is after them replacing the large table top at least once and the smaller table multiple times. The quality is absolutely atrocious. The tables and chairs cost me over $7000. (Meanwhile my other outdoor furniture--- much, much cheaper from Costco--- is in perfect condition!). Anyway, since their website doesn't allow reviews, I thought I would post here for whatever that's worth. Buyer beware!

The strap of the backpack obtained a tear, which was obviously due to the poor quality of sewing, but they wouldn't cover the repair under their warranty, although the backpacks are sold for its durability. Extremely disappointing.

I will never purchase anything from Pottery Barn. They have kept my money for 4 months and I have not received any of the items. They won't cancel the order because it is not in the HUB. I have set on hold and on chat for hours trying to get the refund.

We purchased the Juliette Toile quilt in charcoal. It was over 300.00 and I would not pay 19.99 for it if I knew the horrible quality of this bedding. I think the pattern is great and fits my color scheme to the tee, however, it is falling apart, it is flimsy, dull, and very lightweight fabric- not at all what a quilt should be. I am so disappointed and would give zero stars if I could. Unfortunately, there are no reviews on the website. Smart move on their part! Debating about calling them and sending pictures of how it is falling apart. So so disappointing. I had been looking for one less expensive that was similar and gave up and spent the 300.00. Ugh!!! The pictures show how the stitches just come right off. I have to cut them.

Not happy with customer service. Clearance items are non-returnable. Fine. Well I ordered two clearance items as a set. One item was delivered, the other got canceled weeks later after order confirmation. Now I am left without a set. They will not make an exception for THEIR error.

We purchased 2 ~94 inch Webster Roll Arm leather sofas & a reclining chair for -$13,000. They arrived looking drastically different than the leather swatch at the store. We tried the customer service maze of running through hoops to no avail. We thought we were getting a shiny distressed black with a touch of brown & received a TAUPE with a tinge of black & suede-like nap. The couches are uncomfortable & not wearing well at all. Completely disappointed & will shop elsewhere next time. No fun to throw $13,000 out the window.

Just downright the worst customer service after spending $$$$$ on a couch. Wrong items to repair the couch was sent over and over. I have not given up trying to return this item. Won’t even buy a candle from PB anymore. Sad but the incompetence is out of control.

I placed an order for rug swatches, was charged on my credit card on 6/29/26. Received a completely different item than what was ordered. I contacted Pottery Barn, the rep stated that a pickup would be made the following day, and I would be receiving a credit. After never receiving the pickup, I contacted them again by phone, waited almost 1 hour on hold, explained the situation to the representative, who put me on hold and after over an hour, disconnected me. I will never order from this company again, terrible customer service from placing the order to trying to resolve the delivery of an incorrect item!!!!

I purchased a teal Quilt and matching shams. Delivered Quilt and Shams were not teal but a grayish blue with a navy background. I am 3 hours away from the closest PB store, so I have to rely on the website pictures for color accuracy. Called to return and was told they were a final sale. I sent them a picture of the color and compared it to the website pictures and they relented and agreed to take back the quilt - BUT WOULD NOT TAKE BACK THE MATCHING SHAMS. They said they would only make an exception for 1 item.

I am reviewing the Rosette beach towel received today. The fabric is thin, and after the first wash and dry, there was a 24 inch thread from the hem. In addition, the dryer lint trap had to be emptied twice. My first disappointment from Pottery Barn.

My husband and I purchased a sofa and a throwbed from Potty Barn (my new nickname, aka, PB) recently. We had looked at hundreds of sofas before landing on the one we purchased at PB. Prior to purchase we spent 2.5 hours with a clerk at one location who prepared a quote and was ready to send us on our merry way when she realized that the fabric she had planned to order for us was not available in the couch we had selected. 2.5 hours down the drain. Months later, we thought we'd give it another shot. At a second location. We ordered the couch in a fabric that WAS available. We were promised white glove delivery but instead, a month later, two guys showed up who didn't know what they were doing. They're couldn't fit the couch from our vestibule into our living room 6 inches away. They plum gave up and planned to take the couch back. We made them leave the couch and called the store.

I am extremely disappointed with my experience with Pottery Barn. I ordered what was clearly advertised as a set of four glasses, but when my order arrived, there was only one glass in the box. When I contacted customer service, they admitted the mistake was on their end. Instead of correcting their error by sending the three missing glasses, they refused to make it right. Their only solution was to offer me 10% off the three glasses I had already paid for and should have received in the first place. Asking a customer to pay more to fix your own mistake is completely unacceptable.

I am writing to formally express my extreme disappointment with the handling of my recent Pottery Barn order and the unacceptable customer service I received throughout this experience. I placed my order nearly two months ago and patiently waited for the scheduled delivery date. I was informed that I would receive a phone call the evening before delivery to confirm my delivery window. That call never came.

Purchased this decorative Pottery Barn tray. $150, antique gold plated. Within the year little silver spots have started appearing. Today I noticed a lot more, I so went on the website. The tray is still purchasable at full price. I reached out to customer service. After some back and forth, they said sorry, no replacement or return. And that was that. Since Pottery Barn does not allow its customers to leave reviews. I decided to post here. Buyer beware. #mypotterybarn

Terrible experience ordering a sectional sofa online. I ordered a sectional online that was discounted/closeout and "non-refundable", could not be cancelled or exchanged. I accepted that condition given the discounted price. The order was placed May 28th. I received confirmation and they charged my credit card. Estimated delivery was in August. June 5th, I received an email saying the order would be delayed until late September. June 9th I received an email saying my order was canceled. Never was I contacted by Pottery Barn. Only emails that cannot be replied to. I want what I paid for. I suppose I should have made PB accept my condition that once I paid for the item, I expected to receive it. What a novel concept. To top it off the "free" fabric sample seems to have been lost in the mail. I would recommend buying elsewhere.

We bought a Therra indoor outdoor rug and used it in a protected covered porch away from the screens. After only 8 months the rug is showing major defects. We maintained the rug carefully. Pottery Barn refused to honor the manufacturer’s warranty of one year for defects. They used humidity as an excuse. Very disappointing to pay apt for a rug and have it such poor quality. Pottery Barn doesn’t allow reviews on their site. I can see why.

Should have trusted my gut… Bought a bunch of furniture years ago and quality stunk. I think their quality has improved. Bought a bunch of stuff for a new house. Moving in a week and no furniture. Took my money quickly…. Large orders 3/4 of the items in stock, a few made to order. Due to the size of my order I was eligible for two deliveries. The stuff that was in stock was supposed to ship immediately. It has been sitting in a ship to warehouse holding status for about 3 1/2 to 4 weeks. Called a couple times on it, receive different answers only to say hang tight and wait.

We ordered a leather chair early September with the assurance it would arrive to our home by Christmas. The purchase price was $2500 and had to be paid up front. Then there was a delivery charge too. Their “White Glove” delivery charge was $300 also paid in advance. The chair didn’t arrive until after Christmas. It came damaged. There was a spot o the top where the leather was rubbed away from poor packaging, and the screw on legs were missing. Someone forgot to pack the 4 legs with the chair. So much for their $300 “white glove” delivery charge! The delivery man made a phone call while at our home and told us he was to take the chair away. He gave us a Pottery Barn number to call.

Extremely disappointed with a kitchen table we purchased less than a year ago! When we bought it we were assured the finish would allow minor spills and was easily wiped up! Well we have been extremely careful and we saw a good sized stain. We have no clue how it got there as we never eat there without placemats. We also noticed a big gap where the extender can go when it's closed..again..we were told just push it together. After sending pictures we were told it's our fault and the there was nothing to be done! This table was expensive and not as described! We will continue to try to get them to get behind their products! But beware....