Pottery Barn Reviews

I purchased a Kendall extra-wide dresser for my daughter’s nursery. It cost about $1,400. When I went to visit her & looked at the dresser, I noticed the drawers only pulled out halfway. I contacted customer service & was told to send pictures showing my concerns, which I did. I was then told I would hear from someone in 1-2 business days. 10 days passed and no one contacted me.

I bought two sofas before delivery, told that one was damaged and wouldn’t be delivered because of it and that they would send a new one in October, and it’s MAY. Told them this was unacceptable, and no one in CS could help. After telling me they’d deliver one, they completely SKIPPED our delivery and didn’t come when it was supposed to. Had to call CS again to see why it didn’t come after an hour back and forth. Someone said they would send them out in 2 days. We told them to deliver both couches bc October is 6 months away.

Purchased two large expensive outdoor tables that were delivered last June alone with 12 chairs. I covered the table with a tarp over the winter. This spring I took the cover off and the finish on the table has completely worn off. My old Ikea table lasted 20 years. This table lasted 3 months. Customer service refused to refund or replace. Very expensive disappointment. Terrible low quality high price furniture.

I made a purchase all the way back in early February 2026. Part of the item was on backorder, but after looking at what I was sent, it did not meet my expectations, so I tried to return it at the store. After 45 minutes of back and forth, I was told that I could not return the partial order and that I had to wait until the back ordered portion was delivered before I could initiate a refund.

Recent order issues - within the past 3 months. Cayman Bed - this bed was delivered and assembly was not completed. The assembly didn't tell me they were missing parts and left me to find that out on my own a week later when I realized the headboard wasn't attached. They have sent parts twice and missing the actual part requested and needed both times. We will be on our third try for one. Still not resolved.

I purchased a very heavy terra cotta lamp which had a broken "harp" upon delivery (small piece that attaches shade to lamp, it was not directly part of the lamp). I requested a replacement for the broken piece and was told I would have to return the entire lamp and would have 20 days to do so. The piece I need in extremely small and simple to mail to me and offered to return that piece. I asked to speak to a supervisor and was denied. I will never ever purchase from there again and suggest you look elsewhere. PS no wonder they are not accepting reviews to their website.

The I needed a new sofa & loveseat, and I wanted something that was made in the USA. I saw a brown leather sofa from the Turner Collection on display at Pottery Barn and I liked it. The saleswoman proudly told me it is entirely manufactured at their Sutter Street factory in North Carolina, so I ordered it. It had a 5-6 month lead time which was fine.

We purchased the Pearce sectional sofa in 2022. It took ten months to arrive "due to Covid." It is the first PB furniture we have ever bought, and will be the last (btw, they kept calling and trying to send us one piece at a time...what were we supposed to do with one or two pieces of a five piece sectional over ten months?). The couch looks nice, however, is the most uncomfortable couch I have ever owned. We thought it just needed a little break-in period, but four years later it remains stiff and board-like. The pieces my husband and I sit on most have noticeably sagged (he is a very fit cyclist and I am 5'3 and 135 lbs for reference), so I'm not impressed with that. Occasionally I used to come down to sleep on the couch, but this has proven impossible with this couch. It is like sleeping on a basement floor. Horrible.

I only provided one star because it would not let me do zero. I ordered a bed from PB in Dec (and paid in full) and it took till April to receive it. However, the legs for the bed did not fit the frame. They proceeded to send new legs, which were in different color / materials from the bed, and they also did not fit the bed. Then after bouncing around to multiple "customer service" teams all of which have no idea what to do or how to fix it. Finally, we said pick up the bed and remove it. These knuckleheads set a date for the pick up and never showed. Just Awful. No other words but to say they have the absolute worst customer service team. Whoever leads customer service should be fired immediately and the CEO of the company should be embarrassed by her team.

I ordered linen, pinch pleat drapes, 4 at 96 inches long to be exact on March 3, 2026. I was told they were in stock, well, they lied, they were not! On March 20 a label was sent to UPS which usually means the items are soon to arrive. I called customer service and was informed that the drapes were being made in a foreign country and as a result they will be delayed and expect to be delivered to my house on April 13. They were not delivered, nor have I received any update information from Pottery Barn. Once again I called and was told that the drapes or package was probably on the way here, but had to go through customs. Come to find out they aren't even made yet.