Pottery Barn Reviews

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....

Updated on 06/06/2026: After a month of calling them they finally called us back and said the rest of our stuff was “lost”. They are now “expediting" it and we will get it in 5 weeks! Unreal. Just an awful experience. Poor customer service. They say will call us right back and don’t call. We have to track them down. Don’t want to compensate us.

Bought a $2300 slip-covered chair& a half from Pottery Barn. The slip cover was too small and had pulls/wrinkles all over it. We arranged for it to be picked up and credited to our account. The arranged pick up time was over a week in the future. Two guys show up in a truck this morning; only identification showing is the company name on the door, Central Carriers LLC. They come in the house and spend five minutes inspecting the chair. They then put it in the truck and prepare to leave. I stopped them and asked for a receipt; otherwise, they were just leaving. Two guys in a truck, effectively stealing my $2300 chair, leaving no receipt. They got someone on the phone, only Spanish being spoken. I asked to speak with the supervisor who ends up sending me a picture which supposedly is a receipt, but I can't open it. All in all, a very disappointing experience with Pottery Barn.

I bought a white drum lamp shade that was supposed to come with a nickel finish, but received a off-white drum lamp shade with a dark bronze or black colored finish to the hardware. The lampshade had scratches all along the top on the inside of the lamp shade. The Box came damaged and there was no packaging for the lampshade at all.😔😬🤐

I purchased the Elliott small vinyl storage unit. I had researched online and seen a similar version made by Crosley. I decided to go with the Pottery Barn version believing it to be different and probably possibly a higher-quality. When the unit arrived it was indeed the Crosley unit. I contacted customer service and informed them that the exact same unit from Crosley was nearly $100 cheaper than the unit they were selling and that their website was very misleading and did not indicate that the manufacturer was from Crosley. If I had known I would’ve purchased direct and not paid for delivery. I was told I could return the unit for a refund however my husband had already assembled it which took him nearly an hour and so I indicated I did not feel that this was an option. Pottery barn is misleading and I feel duped. Buyer beware.

Finally decided to get myself a nice luxury duvet cover after saving and searching for years. This was a $300 duvet cover which I thought was going to be a great product. It shipped to the wrong address and ultimately told me I am out of luck and out of $300. I didn’t know a company could take your money and give you no product or service in return. They were not willing to help me and gave me 10% off if I ordered another one. An absolute joke of a company! Save your money!

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.

I use to be a Huge fan of PB! NO MORE! It is a long story so I will just say, the staff and CS is “NO CUSTOMER SERVICE” in the last few years! The last 4 items I ordered lately were CANCELED, not by me, by PB. No email, No reason, Just canceled! I was a valued customer for years, like 25, Most of my house is PB! I have bought my Grands a lot for PBK. I will NEVER buy from them again. I am sorry they have come to this place! I don’t expect them to be in business much longer. They have ruined their reputation with the consumer.

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.