Pottery Barn Reviews

The issue that I have with this is that the delivery people from Pottery Barn (assuming that they are not lying about leaving it in front of my home) did not even knock on the door to alert me to the delivery. Instead, they elected to leave the rug outside of my home on a heavily trafficked portion of sidewalk right next to Patterson Park in BALTIMORE CITY without so much as a knock on the door! I never saw the rug that I ordered, but allegedly it was delivered and now I am out $1,099 without any rug to show for it. DO NOT TRUST POTTERY BARN OR THEIR DELIVERY PARTNERS. THEY WILL RIP YOU OFF.

I was told that Pottery Barn would have to contact the “third-party.” I never received a follow up, but on my account the delivery date changed to February 24th. This date came and went. The date was then changed to March 11th; however, I could not wait that long so I cancelled this order on February 26th. I followed up on this cancelation on March 4th to confirm that it was received since I never heard back. The only communication I got was a charge to my account on March 5th for over $4,600!

When I called to follow up, I was told that there was nothing that Pottery Barn could do because they ordered it from a “third-party.” Obviously I was furious as I have cancelled this order over a week prior and $4,600 was taken out of my checking account impacting my financial stability. When I asked to speak with a manager I was met with a condescending tone and lack of customer service. I was then told that I had to return the items prior to getting my money back.

If Pottery Barn decides to put their reputation in the hands of a third party, the impact should not be a burden on the consumer. There is a lack of responsibility being taken by PB to rectify the third-party’s inability to consistently provide product to the consumer. I ordered from Pottery Barn, the money charged to my account was from Pottery Barn, but Pottery Barn is not taking any responsibility.

The delivery date of the rug was supposed to be Oct 28th. Ever since then, every 2-3 weeks the order is pushed out 2-3 more weeks. I was charged for the rug on December 5th so I assumed it would be scheduled within the dates they had posted, Dec 26th-Jan 5th. It is now March 1st. The dates keep getting pushed. I have called every 2 weeks for months. First it was covid....then it was the weather....then they couldn’t find it...every time they claimed to email “someone” to escalate and get an explanation but no one ever has gotten back to me. They gave me a $150 dollar credit but they still cannot tell me when the rug will be scheduled or delivered. I feel like I have been scammed. THEY SHOULD NOT BE CHARGING FOR PRODUCTS IF THEY CANNOT FIND OR TELL YOU WHEN YOU ARE RECEIVING THEM.

I have made 2 payments now on a rug I do not have nor do I know when I will get. I did receive a voicemail from the girl I spoke to in mid-February who said it would ship on the 22nd. I have saved the voicemail. The date has since been pushed now to Mar 3-22. I am so angry that I have been charged and I am definitely being lied to. I am at the point of calling an attorney. With what I see posted on these reviews it is all the same story from Potterybarn. They used to be an amazing company. I have spent 10s of thousands of dollars and have much more furniture to buy. I will never order from them again. What I see from these reviews is class action worthy. They should not be charging for orders until they are ready to be delivered from the local distribution center. I am beyond furious.

The person did not schedule for 3/11 and never heard back. Called today and soonest now is March 25th. I even asked to drive to Hickory and pick it up. But they cannot accommodate that. No word on the bed either. I certainly understand that COVID has turned our world upside down. But if I knew that I would not be getting a desk until March 25 that I ordered on November 14th, I would have shopped somewhere else. I love Pottery Barn. But sadly will not shop there again. Their service system is sadly lacking in communication.

Got a call the next day to schedule the table and bench for today (2/22/21). Got a call an hour before the delivery window was to end “The furniture couldn’t be found on the dock, so it wasn’t loaded onto a truck, so sorry. You won’t be getting your items”. I’m sorry - what?!? Did I mention I was charged for those items in December - so I’ve paid for these, and don’t have them and have NO answer about what the heck happened to these items?! Nobody could tell me. Nobody. Still can’t - so I was charged in Dec and January, respectively, for those items - so they have their money - and I don’t have my furniture. What motivation do they have to deliver my stuff? I’ll tell you what motivation - none. They have NO motivation to give me my stuff because they have my money. What, they care about these posts?!? No. They don’t. Sad.

I ordered an ottoman in December with a delivery date projected for the next week - seemed easy. 9.5 weeks later, nobody can tell me what is going on with this item that shipped to the warehouse in, yup, you guessed it, NJ, so I was charged in December for the ottoman, where it’s sat. Since before Christmas. Why?!? Why hasn’t it left? Why have I been charged for this piece - it hasn’t shipped to me!! It’s unethical. It’s shady business practice. It’s Almost unbelievable- until you read these posts. Then you see it’s totally believable, since we all have almost the same story. Isn’t that funny?

Stay away. Stay far away from Pottery Barn. They take your money, claim your item shipped (don’t be me - don’t think they mean shipped to you - they mean shipped to themselves - funny huh?), where they don’t care about getting you your stuff because - sucker!! They have your cash. Imagine their giant warehouses overflowing with our stuff that’s paid for, that’s just.... sitting there. “Lost” Fools. All of us. Sad.

Someone needs to get fired that is handling this!!!! Or this is the way Pottery Barn treats their customers! Never in my life have I been treated so bad ordering online! This place is a crooked place! You don't post something on line for sale and don't have the product you are selling! I will be writing the Better Business Bureau on this and who and how I was treated!! "(If you are writing about how bad you have been treated and not getting what you ordered?!)" I advise you to do the same! Stop this scam and taken your money and not getting what you ordered and given some ** on their mess up!! People need to be fired and get it right!

It's now February 2021 and my daughter has been sleeping in my office for 6 months while we patiently await the arrival of the mattress. Each month we got an email stating the mattress would ship the following month. Each month I talked to an employee (never a manger because they couldn't find one) who apologized but could not help me! I even asked for a refund because we no longer wanted the mattress. Get this, they could refund the money for the mattress, however, they would still have to charge me shipping. Even though, the mattress had not shipped, and it had been 4 months at that time, they were going to charge me for shipping! So, I said I would wait for the mattress.

Then I received an email confirmation that it had been delivered at 7:39am on February 13, 2021. My mattress was not delivered!! I called 866-205-1494 at 8am on the 13th to state the mattress was not delivered and questioned why I was receiving this Email if the mattress had not been delivered. I also did not receive the phone call to let me know the driver was on his way like I did for the previous deliveries. The employee stated that sometimes the driver sends out the email before they leave the Hickory hub. She tried calling the Hickory hub and said the dispatcher Hickory was trying to get in touch with the drivers. I should receive a phone call 30 minutes prior to the delivery. The drivers would be here between 9-11am.

At 11:08am I had not received a phone call from the drivers and the mattress had not been delivered. Then I received an email asking me to rate how the overall experience with the delivery went. UMM, POOR! MISERABLE! IVE BEEN LIED TO AND THE MATTRESS IS NOT HERE! I called the 866-205-1494 number again to find out what was going on. The Pottery Barn employee stated she was transferring me to the Hickory Hub. No one in Hickory picked up the phone! I was on hold for 10 minutes.

I hung up and called the 866-205-1494 number again. This time I asked for a manager. They said ok and transferred me. An employee named, Cammie, answered. I asked if she was a manager and she said no. I said, "Well I asked to speak to a manager." She said, she needed my order number before she could transfer me. I gave her the order number and then she proceeded to tell me there was not a manager available. I told her I would wait until one became available! I've been on hold for 60 minutes as of now and no manager! This is a horrible reflection of how to manage a business! It seems like their corporate department needs restructuring or retraining! I will not purchase anything from this company again and I will be sure to share my experience with the public!! And they still owe me a mattress!!!!

They said they couldn’t deliver the rest of the set until they found those 2 pieces. Now they say it’s 3 pieces they’re missing and that date of delivery at the latest is March 20, 2021. I’m so disappointed. This was my first time ordering furniture from PB though I have ordered many other things...pillows etc. and they were delivered in a timely fashion. I’m done with them, just cut up my PB credit card.

I finally talked to a women, and she was going to "find" my chair, and call me Saturday. I waited all day. No call. I then went to the store in Novi, and a lady at Pottery Barn took all my info. We left the store and got a automated call from Ryder that delivery was slotted for Wed February 10th, and I confirmed. Low and behold we got a call Wed 2/10 that the chair did not make the truck?? When I asked when would it would be delivered she could not tell me anything. I called Ryder 2/10 customer service demanding to speak with a manager, and they told me she would call me back later in the day.

Here it is 2/11 @ 11:30 and no call. I called Ryder again, and she told me she would pass my info on. Meanwhile no one can tell me where my chair is, and no one can answer questions. I paid over 700.00 for that chair, and paid it back in August. Almost 7 months without a chair that we paid for, and no one can tell me where it is. I will never use Pottery Barn again, and beware of their horrible customer service, and their delivery customer service. Bad Business, and I will inform all my friends and family never to use this company. I understand Covid happened, but some type of offer would be we start paying when we get the furniture.

I would not recommend this table, you are much better off spending this kind money on a piece that will hold up. We will likely have to replace this within a few years. You can also expect to contact Customer Service and receive no form of compensation due to the issue not taking place within 30 days of purchase and since the table is made from reclaimed wood it seems cracks are to be expected.

I get put back in line, reset the clock, earliest delivery is 2/16... so their final mile delivery has now taken 5 weeks. All said (and I still don't have furniture) IF it arrives on February 16th I'll have waited 24 weeks (remember I was told 8-10 weeks). Please spare me Pottery Barn the COVID cry, we have all worked to operationalize in this environment and I ordered in September, not March. This company has most certainly promoted those influencing operations to their level of incompetence. I will call out customer service who did after some very firm and spirited discussion refund me the $400 delivery fee. I'm writing this expecting Pottery Barn will do nothing further for service recovery, and that's fine. I will do nothing further to provide a revenue stream to this level of incompetence. Best - Alan

This is where PB drove this relationship off the cliff. My autopay of $150/mo continued, but now PB was not allocating a minimum new purchase, but was allocating the majority of the payment to the new purchase and allowing the promotional purchase to fall short of the required payment to pay off in full in 11 mos. I have my monthly bills on autopay and make sure all monthly bills are paid timely. Therefore I had no knowledge that they reallocated the money away from the original purchase. I knew the $150 was still enough to pay off the first purchase and cover minimum amounts due on the second purchase. Only when they accrued interest was added to my account in January did I realize something went wrong.

So I called PB customer service (or maybe better stated - customer “lip”-service), I walked them through this situation and asked to respectfully reconsider based on my payment history and good faith effort to pay the original purchase off as originally agreed. The entire conversation fell on deaf ears. No consideration was given to anything I said. The “canned” response was that I did not pay it in time so I owed the interest in full. Or in my words they told me I was screwed and had to take the financial hit. Now go away.

Well, I am going away but not quietly - I expressed my dissatisfaction and made it clear that PB and their group of companies will no longer get my business. (I know - there not going to miss me. I get it.). I made the person on the phone close my account right on the spot. No hesitation at all. It was like he could not close it fast enough. I live in Pebble Beach and have significant influence on the buying behaviors of my friends that all have very large homes that they seem to enjoy redecorating somewhat frequently. Also as a member of a private country club here, I can share this story and make sure I encourage people to avoid doing business with PB. Summary, PB saw fit to screw me out of approximately $300 of interest, they never planned to collect for me originally, so they can lose a customer and have me spread the word on my experience to everyone possible. Nice work.

As I paid the the bill in full, I called to find out how I would get my rewards - I was told earlier this month that would be on next statement. Verified via message & instructed to call. Called today & told I opted (NO) for deferred monthly payments - the bill was for entire amount, I paid in full, and checked online to verify rewards offer... that was on my $0 bill. No rewards. Unable to resolve today. Was told I might have to call the credit card bank - told her no - requested to speak with supervisor. Nope. Told supervisor would straighten out and send email with rewards. Surprise - no email. No rewards - should be approximately $200. Honestly, I am a very dissatisfied customer. I don't know how this company stays in business.

I was told because I ordered the furniture over the phone, the items do not appear on my web site account (under past purchases). This is ridiculous. Spent almost $2,200 and NOT on my account. I'm very upset - have had to literally struggle to get anything done. No follow up by them. Very frustrated. $300 delivery fee for crib, rails, dresser/topper. Crib. Toddler rails. Dresser with changing table topper.

Why have an item still listed and on clearance if you don't even have them available for people who already ordered. This happens with many items. Example took me months to get a toothbrush holder due to after purchasing it showed as backordered. Had my 1st issue where I ordered 2 of an item. 1 showed up broken. 1 didn't show up at all and the Customer Service experience was HORRIBLE. It's like they make their reps work off a system from the Stone Age making it challenging for them to do simple returns or replacements without taking 30 to 40 mins. For years I've just lived with the backorder issue but after building a new home and lacking end tables for months I've become rather annoyed.

I would also like to point out that there was no disclaimer whatsoever that it would take this long, past my due date! Have we known that, we would absolutely go somewhere else. They also said they cant cancel the order because it was placed so far back. Um yeah, and we still haven't received what we paid for which is why we want to cancel it - I told her. These are deceptive practices and false advertising of promoting sales online!! Take consumer's money, and never deliver the product!! I will be filing a complaint with FTC, maybe if more people do it, the company would start giving a damn or at least pretend to.

I ordered a set of 6 gallery frames - which description of them was mis-advertised on their website. I spent approximately $1,000 (that was probably my first mistake - spending too much money on frames!). I returned them three months ago and am still fighting for my refund. So, I ordered a new set (I was advised by PB that I could not do a straight exchange, but had to make a complete separate purchase), so gave Pottery Barn another $1,000 for different frames, trusting that this time they would be as advertised. But, these frames too were not as advertised. Pottery Barn now has approximately $2,000 of mine, and frames that are neither the colour nor matting as advertised on their website. I will keep this last set purchased, however, as I am afraid that Pottery Barn will merely keep the full $2,000, with nothing to show for it, if I were to attempt another return.

I have had close to 10 phone calls (sometimes waiting an hour on hold just to speak to a PB representative) and several emails exchanged with Pottery Barn. Each time I spoke to someone, I received contradictory information (for instance, I could initiate an exchange, but next call advised that I could not, or that I could have the sale price of the original frames honoured if I purchased online, but then advised I should have done so over the phone). There is a serious lack of consistent policies or implementation of them. Also, each time I call PB with my concerns, I am left with "please call again". Long story short: I would strongly advise against making a large purchase from Pottery Barn online, as you may not get the product as advertised and you may not see your money returned.

As soon as Stacy answered the phone, she threatened me 'do not raise your voice or I will hang up'. Wow! If she did not notice (of course, she should but bc she feels entitled she ignored it) I have a sharp accent and my intonation may sound differently, more so, as I was trying to speak clearly! I do not think that a person who is so impatient and judgmental as that (and may be in the borderline of being racist) should be in a Customer Service environment. Stacy should be trained big time or transferred somewhere. She should realize that we are the reason why she has a job! P.S.: No, Stacy was not able to resolve my issues, but she definitely made me a customer of PB competitors!

He called back later Friday night 1/8/21 and left a voicemail saying he would resume his search on Tuesday because he was “off Monday”. I received an email from pottery barn on Sunday 1/10 issuing me a custom sofa replacement that will not be ready to ship until March 20-April, 2021! The buffet now set to reship on 2/4/21!! These items are paid in full. You can see the cost and add the total up on both items on the website with shipping and tax! I have tried the customer email, several pottery barn customer representatives and supervisors including their north ga distribution center without any assistance. This is how pottery barn values my patronage. I have been a very loyal customer over the years. If anyone is able to assist me with my current situation, any help is appreciated. At this time, I do not recommend supporting or purchasing any furniture or large ticket items from pottery barn, again based on my recent experience.

2. In trying to have a somewhat complete set, I decided to order 3 Euro shams and go with that until the second king sham arrived (if and when). Once again, silly me, I placed another online order. Here we go again. I received an arrival date of January 6-8, but the status kept showing as back-ordered. The date came and went, so of course, no Euro shams. And information from customer service is practically nonexistent. I am aware that supply has greatly decreased, but I located 3 EURO shams in Winter Park, Florida and ordered those directly. Again, at an increased price, plus payment for shipping.

3. The shams arrived by UPS on January 11. I was hopeful that I could make this work into a decent look. Imagine my surprise when all 3 shams are beautifully tied and labeled EURO, but in fact only 2 are EURO and 1 is KING - what I needed in the first place! I also now have a EURO pillow that I no longer need, and I’m still not sure how I’m going to make the look come together.

All this time, communication with customer service has been less than satisfactory. At this point I’m not prepared to spend any more money, especially with Pottery Barn. The problems don’t seem to be isolated to one area or department. It’s kind of a joke really that things continue to go wrong with this order. However, I do love the color and the fabric- lol.

Folks, something is wrong with the parent company of these stores. They are essentially promising goods that are not being delivered. They charged us $170.00 in shipping fees for a rug that almost two months later we STILL have yet to see. Pottery Barn took our money on dining chairs from a “warehouse sale” that now mysteriously is I guess an empty warehouse because now the items are back ordered. I’ve wasted all this time waiting on a rug that apparently will not be arriving. Just checked my order and yup....it has been pushed out another month. I’m sure it will be the same story with Pottery Barns “back ordered” shipment as well. We now are preparing to move into our new home and will not even be at the address these goods should have been delivered at if it had been in an honest and timely manner. What an absolute waste of time and unnecessary cause of stress to loyal customers.

After sharing experiences on Social media and sending emails, someone scheduled ANOTHER delivery today 1/09/21 and what do you know, NO delivery!! I have spoken to many people in Customer Service and NOT 1 person is competent to handle my situation. I have a Point of Contact who assured me that I would be getting my bed today but that was a complete lie! I have sent 2 mails and left a voicemail for the person to call me because I no longer want the purchase and to be credited!!! I wish I could file a corporate complaint about POTTERY BARN, they are absolutely THE worse company to order anything from and I will keep writing bad reviews and comments on Social Media. Word of advice to ANYONE who wants to buy something from Pottery Barn, DON’T. Trust Me, Spend your hard earned money with a company who deserves your money and time because POTTERY BARN isn’t that company!!!

I contacted Pottery Barn and spoke to a customer service agent who apologized and was actually very helpful in searching for the robe and other colors/sizes of the same robe within stock. Unfortunately, she couldn't find the robe or similar color in stock. That was disappointing but, understandable as it was apparently a popular item and stuff happens. The robe in particular was unique in that it had a hood which, is surprising tough to find with faux fur. I only found one other vendor who was selling a faux fur robe with a hood and it wasn't to her liking. Luckily, I was able to find the exact robe from Pottery Barn from a seller on Ebay and it arrived the day before Xmas :). That's the good news of my story.

The Monday after Xmas I contacted Pottery Barn as I hadn't yet been refunded for my cancelled replacement. When I contacted them I was told by the customer service agent that refunds can take some time and he assured me that my refund would appear no later than 1/8/2021 and it would be refunded to my original payment method (CC via PayPal). Almost 30 days after the replacement for my defective product was cancelled. Let that sink in for a minute. I ordered a product which turned out to be defective, they were supposed to send me a replacement and they didn't. It's almost 30 days from the receipt of the returned item and I still haven't gotten my money refunded. Not to mention, no one has even offered any sort of gesture for my time and trouble or accountability for them failing at delivering their product as described. But, the story doesn't end there.

I contacted them again on 1/7/2021 just to see what the status of my refund was because I still hadn't received it. When I spoke to the customer service rep this time I was told that my refund was coming in the form of a gift card and that I should receive it by the 8th. This was completely contrary to what I was told in late December where, as I mentioned earlier, the customer service rep confirmed my original payment method and that the refund would be sent there. At no point in time did I elect to have my refund placed on a gift card. Their refund policy stated that the original source of payment would be the destination for any refunds unless paid by check (which I did not).

I was then told that, I could get my refund deposited back onto my original card but, I would have to have my claim transferred to the "gift card" department where I would have to go through a process of certifying that the gift card was not used and it was delivered or not delivered. This process would have its own timeline and procedures separate from the standard customer service refund process (I am still confused on how this works). The rep then told me that, because I had added a gift note to the order that it automatically activated the refund status to a gift card?

So, here we are today I purchased a robe from them as a Xmas and it was defective. They promised a replacement and didn't deliver. Two weeks after the cancellation notice, I still hadn't received a refund but, was told that it was coming and that it would be refunded to my original payment method like their policy states. Almost 30 days later I contacted them again and was told that I was getting a gift card in lieu of a refund to my original payment method which, I never elected for nor is this in line with their stated refund policy. Throughout all of this they have never even addressed or offered me compensation for my time and trouble or acknowledged their failure to deliver the product they offered, subsequent customer service mistakes, miscommunications and failure to adhere to their own refund policies.

Don't waste your money with Pottery Barn. In my experience, the gamble of getting a quality product as advertised and having to navigate their atrocious customer service department is not worth it. Check out ETSY or buy from someone local who will be accountable for their product, acknowledge any mistakes and make an earnest attempt to reconcile if something goes wrong. In my experience, the actions of Pottery Barn in handling this demonstrate that they don't respect their customers, their customer's experience or retaining and building new customers. As of writing this, I still haven't received my refund.

Since I had already gotten rid of her old desk and bed the day before the delivery I asked the movers to still assemble it and requested a replacement be sent as soon as possible. After the bed was assembled ( with the desk drawers on backwards mind you) my 10 year old daughter climbed up the ladder and the whole thing shook and was creaking loudly. We then realized the bed was dangerous to be in and now she cannot sleep in it.

Pottery Barn emailed me to say a new bed could not be sent until sometime in March which I now assume means April. They did not offer me a discount or free shipping which is the least they could do. I called and complained as this is unacceptable. The woman on the phone said they could possibly give me 20% off but not until a new bed is delivered. Pottery Barn you guys screwed up big time. You damaged a very expensive piece of furniture in multiple places, tried to cover it up, delivered it late and it is now unusable. My kid has to sleep on the floor for who knows how long and you didn’t offer me a credit up front or any type of consolation. I’m disappointed and will be taking my business elsewhere next time.

November 2020 rolls around (the updated delivery date) and nothing! Finally, our baby is born in December 2020 and we finally get a shipment update as of the 2nd week of December. At this point the dresser is 3 months late. I understand that we are in a worldwide pandemic and there will be delays, but other companies at least keep their promises when it comes to their customers.

When we finally received a schedule delivery request the 2nd week of December, we thought they everything was going to be over. Absolutely not. The nightmare continues. We not only received a broken dresser, but it was so bad that the delivery team did not want to bring it in. After spending $1400 for a dresser, you would think that they would not send you a damaged product. We refused delivery and contacted PB Kids the same day.

Not only was the team not empathetic, but frankly they did not care that not only was the dresser six months late, but it was received broken. After speaking with their escalation team (which is completely useless), they stated there is no way to expedite a new dresser. Basically we have been thrown back into the waiting game and now the dresser is expected between 1/15 and 1/29. That is 7 months later.

As a former customer service manager and a business owner, I cannot fathom how a company can get it wrong so many times. You have so many “customer service” agents and even folks on this site asking to further assist....but guess what PB?! Maybe you should do things right the first time. It is absolutely appalling and I do not suggest ordering from them. I’ve already filed a complaint with the Better Business Bureau and I will also be reaching out to our state’s attorney general.

PB cannot keep taking customer’s money and not delivering said products in a timely manner. It’s predatory and absolutely wrong. I’m pretty sure someone is going to reply and say send me your info so we can help you, but I’ve already done that. I’ve escalated my issue to every department within PB and at this point, they do not care. You sent me a broken product, told me I should receive it next week and now that date is in limbo.

Shame on you PB. Shame on you. They of course do not have reviews on their website, because If folks saw what was written here, they would steer clear. Spend your money elsewhere. You are more than likely to receive an in incomplete order, damaged furniture, or wait 7 months like we are for a product that I wish we never ordered.

Then the bed frame was delivered (live far away from a store so I could not see in person, and yes it was six months waiting). They completely ruined the sold hunk design. The support is five cheap slats, the headboard and foot are both smaller, the feet are two pieces of wood slapped together in a V shape, but the kicker, the point they went too far in cutting cost is the 3/4 inch side rail. Totally ruins the wide body Sumatra design. Customer service has been great. White glove so delivery guys will come back into my house, take it apart, and return it for full refund. I guess I lose the original shipping cost, but more than that, very disappointed to see my go-to what used to be quality furniture store going cheap.

When I contacted customer support, they told me I have to repackage this product or bring it to a Pottery Barn to get a refund. I refuse to spend one minute more dealing with this product that was both falsely advertised and poorly made. They expect me to take the bench apart, repackage it and wait 14 hours for UPS to come pick it up?? Or drive 40 minutes to the nearest Pottery Barn? No thanks. They can come pick up the 'bench' as is. Horrible customer service and a bad product. This first time purchase from Pottery Barn certainly left a bad taste in my mouth!

I finally emailed "contact us" on the Pottery Barn website and I did get a call and she said all of my items were in, including the buffet. We scheduled a time for them to be delivered this morning (Dec 29th) from Chicago and they showed up with the chairs and bench. No table or Buffet. I was told I needed to contact the scheduling department again to have the rest of my items delivered.

I finally did a 3 way call with the HUB and a Pottery Barn rep. They are telling me my table is not at the HUB. (But it was there when I scheduled the delivery) The Pottery Barn rep said she was going to email her supervisor and get come back to me. I sat on hold waiting for her return for over 35 min. I finally told the HUB rep they may as well hang up, I don't think she's coming back. A 3rd Pottery Barn person got involved and he did a 3 way call with a scheduler and I waited One hour and 7 minutes for someone to answer the phone (the Pottery Barn Rep disappeared) to tell I need to call a the out source company to get my items delivered and she wanted to give me a new number to call. I have wasted so much of my time sitting on hold and getting different answers when I do finally get a hold of someone. It's a Mess....

The morning of the chair delivery, we were advised that the delivery was cancelled. A call to Pottery Barn revealed that "The chair has been lost by delivery services. We'll get back to you within 72 hours with a status update." We will NEVER buy another thing from Pottery Barn, even if it can be taken from the store the same day.

Somehow they found my new address and delivered to that address on 12/21, almost 3 months after I ordered the sofa. The box it was delivered in was torn open and in bad shape. Since I no longer needed or wanted the item, I tried to do a return online and wasn't able to because I was "past the return date". I again waited on hold for 40 minutes to speak with a representative who was kind enough to create a return for me. I will be very surprised if I see a credit from this company and will NEVER do business with them again.

When I clicked on the "track my shipment" link the revised dates were Jan 4-5. I was fuming mad that I was billed prior to the item shipping and decided to finally call Customer Service. The first call went nowhere as I was on hold in a black hole. Second try, I spoke with Lainey who told me that the desk arrived at the distribution center (I assume meaning, from the factory) and that is why I was billed but it was still waiting on a part so it was not ready to ship. Shouldn't the ENTIRE desk be there before I am billed? I ask her. Lainey is at a loss for words. Lainey, why was I billed on Dec 5 and it is now Dec 27 and the desk has still not shipped?? I have no faith in the Jan 4-5 date, Lainey, when the date has already shifted 3 times since I ordered it on Sep 7. Why on earth would you charge my credit card a thousand dollars for something that hasn't shipped to me yet?? How dare you? That is just terrible business Lainey! I was super mad.

Lainey clearly couldn't help me so I asked to speak to a manager. Then I spent the next 25 MINUTES on hold waiting for someone named Prince to come on the phone. He was not that much more helpful but explained that the order would be ready to ship once the additional part arrived which would be any day now. We'll see.

I explained to him that I understand the reason for the delay, everyone in the world is impacted by pandemic related delays, but you do not charge a customer $1,000 before their item ships to them, especially when they have waited 4 months for their item. I said what I really want is for him to reverse the charge until the item ships. He said he couldn't do that without returning the desk and then I wouldn't get it. Unreal. I told him to be sure to let his VP know that I could furnish a whole house but will NEVER purchase another item from Pottery Barn Kids again and they just lost a customer. Hopefully the message gets there.

He said he would put me through to the scheduling department because since the part was on its way to the DC, they could schedule my delivery so if I just hold on, I could at least do that. I said fine. He transferred the call and there was an automated message letting me know that the scheduling department was CLOSED!!! UNREAL!

Much to my chagrin, within days after placing my order with Pottery Barn I found the EXACT same vanity at Home Depot AND Wayfair at almost 50% of the cost I paid to Pottery Barn. When I called customer service, I was told they do not offer a price match (or even some sort of credit). When posed the question of it not being furniture unique to Pottery Barn they did not have a response. I am so disappointed and will never order from pottery barn again without first seeing if the SAME product exists elsewhere. We recently moved and have ordered so many other furniture pieces from them and now frankly I just feel duped and angry for having trusted this retailer with these important investments.

Each person on the phone is nice enough but they CAN NOT DO anything. Every step requires me to wait 2-3 business days for a answer. I am currently on the phone with them going on hour 4 for todays answers because I can not wait any longer. My advice do not get involved with ordering from this company - how can they sell baby furniture and do this to expectant and new parents who are waiting for the items to come - it is horrible. I gave one star because you can not submit review without it.

Original: I ordered a dining set from Pottery Barn in November 2020. The experience has been so frustrating.

2) I repeatedly spoke to customer service representatives at both the Pottery Barn in Toronto, Canada, and numerous customer service representatives at Pottery Barn's 1-800 number.

- I was told my table was in Edmonton, I called again, it was just being shipped from Los Angeles.

Right now, I am just trying to ensure that I get my money for my table and the delivery refunded, so that someday when it arrives in Edmonton and I am able to return it and get my money back. Brutal, Brutal, Brutal.

The media console I ordered is beautiful; however, the delivery service drag the piece on our 1920s flooring and we now have a huge scratch in our floors right in the center of our room. Literally every order I have placed there has been an issue. Even a darn lunch box for my son, says it's in Orlando one day, now it's just "pending shipment". I don't know what the issue is, but my 2 year old son could run a better business. SAVE YOURSELF TIME and BUY ANYWHERE ELSE.

1. The delivery times quoted are NOT accurate, at all, by months. They will change the dates, they will not give you information, they do not care about customer service accuracy.

2. They will charge your credit card between 50%-100% of the order value at time of order placement, regardless of shipping times. My charges landed in July. It's December. Still waiting on furniture, paying interest, while they make money on the collected revenue.

3. First order, a bedroom set arrived, supposedly with ALL items on the truck. Oops, we don't have the bedside table. Oops, we forgot the headboard and footboard, can you put this other stuff in the garage? We will order you another head/footboard and a table, it will be here really soon, we promise.

4. Second order arrived. Oops, the desk top is broken! But you can have the matching bookcases while we order another replacement desk. (Many phone calls, days later) - oops, we don't make that desk any more. You want to keep the bookcases at full price or do you want us to pick them up? So - now my daughter has nice bookcases, but no matching desk. No apology. No discount.

5. The headboard and footboard and bedside table replacements shipped out, 6 weeks after re-order. Truck and guys show up. But, oops, we forgot the table, again! They sent a third party company to put the bed together, and oops, we used power drills to put the bed together and stripped the screws, and so the bed wobbles. Gee, we're sorry. You want to keep this or not?

Unbelievable. If you order from them, be sure to keep ALL of this in mind. Wonder why they don't allow reviews on their website? Ask yourself.

After spending many many hours on the phone with a dozen or more customer services representatives (all of which had no answers) and the infuriating fact that I paid for all the items 4 months ago. They still have no answer for me on when I will receive the bed or a refund. However if I place an order for the exact bed only a new order I can receive that in 4 more months. I’ve never been more angry and frustrated. How can they still be in business? I would never recommend buying anything from Pottery Barn. What a scam.

Kelvin called me 11/19 to report he had "10 big wigs working on my order". (Amazingly Pottery Barn charged my cc that day for the the balance of my $8,000 order - $3845.58). That was the last time Kelvin called me. I waited a week and called Kelvin on 12/1/20 still needing answers. I still had no console, no dining table and I couldn't begin to guess when the custom chairs would arrive. Kelvin had no information and it honestly felt as if Kelvin did nothing to track down my order from the week before. I reminded him about his "big wigs" statement and he had nothing more to offer. Kelvin called me the next day, 12/2/20 to inform me he still had no new information and that he had turned my order problems over to someone else and that I should hear from someone within 24 hours. 24 hours came and went with no call.

On 12/4/20 I called the store again and spoke to a Brandon. He promised he'd read my file and get back with me. He never did. On 12/7/20, I received a call from a Garrett, who said he was now assigned to my account. I asked Garrett what his role was and he said he was in "store support". Naturally I was very frustrated with Garrett, especially when I told him my cc had been charged in full for my order and I had no furniture yet. He argued a bit with me and said those were not payments on my card and that they were just "authorizations". Garrett does not know what he's talking about.

Pottery Barn hit my card 3 times: 9/2, 9/18, and 11/19. My order is paid in full and I have no furniture. Supposedly my dining table is going to be delivered 12/10/20 but I'm not holding out hope. I've never been passed around and forgotten about so much with any other retailer. It's awful. No one seems to care about me, my order or these issues. I've never seen anything like it. And they still have not located the console nor have they made an attempt to tell me they've ordered a replacement. I'm beyond frustrated.

In August, there was no movement again on the item. I called again and the representative told me that unfortunately the vendor is having delays and backordered. I expressed to him the whole situation with previous phone calls that were and were not logged. He told me that he's had multiple complaints from customers regarding Pottery Barn's lack of customer service and he's expressed to his supervisors his frustrations which resulted in him getting written up 2 times. Not sure how true that is but if it is, that's very disturbing for Pottery Barn. But if it isn't that is disgusting behavior from a customer service representative.

After that call I waited another week and received an email stating that my order had been delayed and the new estimated delivery date was August 26. In September the item had no movement again so I called to express my frustrations and they gave me the run around stating I had to speak to another department and then they hung up on me. Called back again and they did the same thing. Waited a few days and called again and they said the same thing, vendor has backordered with delays. Then I received an email on October 4 stating the new estimated delivery date was October 4, which obviously makes no sense.

I called again and they said the same thing. I checked the Pottery Barn website and it showed a new estimated delivery date of December 3. I was seriously frustrated at that point and called and demanded to speak to a supervisor in which the representative said they were the supervisor and gave me attitude. After that from October until December 3 the Pottery Barn website would automatically change the estimated delivery date to every 2 days until December 3. Never order from Pottery Barn. They do not care for customers.

I just spent 30-minutes on hold and talking to an incompetent customer service agent who was unable to put me in touch with someone from their leadership. He kept saying the leader person was "researching" my issue, but they wouldn't not talk to me. Then after 30 minutes of wait time, all of a sudden a prompt came on and asked me for my zip code. When I entered it I got redirected to their main furniture delivery line and was at the back of the line. This company is a joke. I will NEVER purchase furniture from them again. I'm not sure how they are still in business with such terrible customer service.

I’m not sure why the charge on my card was finalized without the order having been confirmed. Additionally, it has made the process of disputing the charge with my bank difficult because there was no receipt, confirmation email or order number received, my only proof of purchase being the charge on my account from Pottery Barn. While the customer service representative was nice enough, the online order system is obviously unsecured and unreliable in a way that is unacceptable for any major modern business. I would not recommend ordering from the website to avoid a situation like this.

Now we are down to 1 item in and two they dont know where it is it should have been there. Yet I can get no one on the phone. I have once again been on hold for over 45 minutes. It does not matter what dept I have dealt with no one knows anything. Customer service is terrible. Our original salesperson is the only one that at the start was helpful. I will never ever order from them again. If I cant buy directly out of the store I will walk away. This is ridiculous. Reading other reviews I see this is what goes on if only I had a clue before spending all this money in one store.

I called PB; they asked for verification of what I ordered. I ripped into the lady who seemed to be on auto-pilot mode with no clue about the stupidity of the situation. Seriously, these people are incapable of processing a thought! I told the lady the verification thing was total nonsense and unacceptable. I further stated that there was no reason for this stupid verification ordeal when the shipping address is the same as the credit card address.

The rep gave a typical brain-dead response of they're doing this to make sure my credit card wasn't compromised. For starters, my credit card is none of your freaking business. And again, how would this be fraud when the shipping address is the same as the cc billing address?!!! Again, people with no common sense, completely incapable of processing a thought! I order online where no person is required to avoid such extreme stupidity one would normally experience in the stores! Great, now we can't even get a break doing everything online! I am so looking forward to the days when robots and computers take-over all human jobs! Never dealing with Pottery Barn again!

Every time I speak with someone in customer service, they push back the delivery date by several weeks. It's like they're playing a game! We finally had to cancel the order, which is super frustrating because we JUST WANT THE LIGHTS. We want something that matches the chandelier we've already paid to have installed. The only reason we haven't shipped back the other pendants is because we were planning on using the packaging from the new ones they were supposed to have sent. I will never buy from Williams-Sonoma again. Now we're at Thanksgiving and I have no lighting. After wasting hours upon hours on the phone with the company, they have neglected to even attempt to resolve this issue. Incredibly disappointed in their lack of accountability, their horrid customer service and ridiculously unprofessional behavior.

I’m not easily frustrated, but I’ve never dealt with such a scummy slimy company as Pottery Barn. I’ve been waiting for 4 months for a piece of furniture and Pottery Barn has now lied to me multiple times about new delivery dates that they cannot meet. This is the most horrible way I’ve seen a company do business and I’ve never seen such unacceptable customer service.

I will never order from pottery barn again. I would’ve ordered from another site if pottery barn was honest about the delivery. I had an excellent experience with other furniture companies during the same timeframe. Pottery Barn is untrustworthy and has been wasting my time. Please use your power as a consumer, you do not deserve to get taken advantage of and treated poorly. Companies like pottery barn do not deserve your money, and don’t deserve to be in business! You won’t get your furniture until the next year.

November 13th rolls around and no call was received, customer service is unhelpful, then tells me that the estimated delivery date is now February 19th and couch hasn't even started being worked on yet. We sold our old couch when we were explicitly told that the couch was completed and would be delivered in a couple days, now we have no couch for 4 months or for however long Pottery Barn will take to finally deliver the couch. Awful company and they have made no effort to remedy the situation.

Updated on 12/02/2020: Wow. We already left 1 review 2 weeks ago. Still not 1 word from Pottery Barn. No word about replacing The damaged sectional. No contact at all. $4000!! Now I guess we go about disputing the charges - really we have no idea how this company gets away with this. I’m sure we’ll get the standard response from some person saying we’ll be contacted soon. Really? It’s been a month!!!! Ugh we are so very sad about throwing all this money away.

Original Review: We Purchased a sectional from Pottery Barn in August. This was a huge purchase for us and was almost $4000, more than we have ever paid for any kind of furniture. It arrived on November 8. A lady in charge of deliveries called me that day and told me that the sectional was damaged but that Pottery Barn would definitely take care of us. Someone would be contacting me the next day. Ha ha.

No one called on Monday so I called on Tuesday. I was transferred from department to department. No one seem to know what they were doing. Again I was told that a specialty team would be contacting me the next day. No contact. Called again. Again was told that someone would be contacting me. Nope. Called the store where I bought it on Thursday. They took down my information and said someone would be contacting me on Friday. Nothing. I was warned about Pottery Barn and now we are so disappointed and frustrated that we spent So much money with a company that doesn’t seem to care at all.

But, wait, there's more.... Back in December I was offered a gift card in the amount of $150 for my trouble from day one, in October, with placing the order, multiple errors, misinformation from customer service about delivery dates, etc. But, the catch, the gift card would not be sent until the entire order was complete. In February I call to say we have yet another damaged cabinet that was repaired, customer service says she will see if we can get a discount to keep the furniture and would send the gift card... The gift card was not sent but rather was credited to my credit card and is now being viewed as a discount on the furniture bringing the price down. Therefore the alleged 20% discount I am being offered to keep a damaged piece of furniture amounts to $285.

In retrospect, I should have told them to pick up the furniture and return my full purchase price. What a scam... Never, ever, will I buy a single item from Pottery Barn again. It's a wonder with all the complaints about Pottery Barn why anyone would do business with them. PS: Do you happen to see all the "sorry for your experience" canned responses from Pottery Barn??? Guess we all have to understand, they just don't care... They have our $$$...

Updated on 12/28/2020: This is an update to my November PB review. Unfortunately, after the original review any communications between PB and me have been marked "Private" therefore I'm unable to add this to this full "Public" chain. So, there goes...Yet another PB update...don't let their sales people tell you "grey wash" is identical from one collection to another...NOT SO!!!

After many delays, finally received 4th piece of furniture...3 pieces were from the Lexington collection, this 4th from the Banks collection. Not only is the buffet damaged (will be replaced between January 5 and 19), the color is so much darker than the Lexington pieces. Once again, customer service people kind in attempting to resolve the issues, but they cannot make up for the mismanagement of the company and the inferior products now being marketed. Let's see when the replacement piece arrives; perhaps it will be in better condition and possibly a bit closer to the grey wash I was assured are exact across all model lines.

Original Review: Wish I had read all the negative comments about Pottery Barn before ordering approximately $4,000 worth of office/guest room furniture. Starts off with the salesperson not placing order as promised. Store manager finally placed order. Obviously delivery dates of "in stock" items changed by only a couple of days. Tracking order, I see they are allegedly holding the 3 items they originally said would be delivered as soon as they arrived at the shipping location (how long does it take to go from GA to FL?) until the 4th piece arrives; however this piece is not available until December therefore they will not deliver the 3 pieces now. Called customer service "Wait, let me transfer you to the people who handle furniture." OK - transferred - message says, "We are closed now, please call back" click - no mention of time they are open.

And, to make matters worse, was told by salesperson to wait to place order until the "SAVEMORE" sale and I would get 20% off my entire order! Oops, she "forgot" to mention if any of the items went on sale they would not be eligible for the discount. Amazing... 3 of the 4 pieces went on sale for a whopping 5% off. I will give this until mid-November before taking further action. And, by the way, was told my AmEx account would not be charged until right before delivery of each item... Yeah, right... Full amount charged. Thankfully AmEx can handle this as a dispute for any amount due PB for items that aren't delivered. Stay tuned...

They are now ruining what little holiday we will be having, as no couch to sit on, using old wicker porch furniture. 6 weeks is now 14 weeks. UNACCEPTABLE!!! Had I known they were not going to be able to produce and deliver I would not of proceeded with the order. Total scam, given the run around with no end in sight. Who is to say this date doesn't get pushed out to next year. Do not give this company your hard-earned money, they have no regard and do not stand by their commitment. There is so much going on these days and so much stress, and this crappy company has added to it. Don't waste your energy, move on to some other company that is honorable.

Original Review: Oct. 27, 2020

I placed an order of 2 sets of great white mug cups on Oct. 14th, It was supposed to be delivered on Oct. 22nd. On the week of the 22nd got an email to let me know my order was delay until Dec. 10th. I called on Oct. 26th to cancel my order. They said they could not cancel my order right away because they need it to contact a third party about this mugs???. I was going to received a text later on with a cancel confirmation. Got a text 4 hours later to let me know my order was on the way. So frustrating. I want it this order cancel. Now I have to deal with shipping return fees and more phone calls. Not happy with their customer service.

The delivery was made in August as promised. Received the furniture and the guys set it up. They left and I sat down. I almost fell backwards into the window. The entire back of the smaller banquette was broken. No support whatsoever. Who forgets to put the back support into a chair!? I immediately called Pottery Barn. They asked for pics, then scheduled a repair. The guy came a few days later with his toolbox. I assumed he knew what he was there to do. After 5 minutes he says I can't fix this, its missing an entire piece. This needs to be taken apart, repaired and sewed back together. He left.

I called PB and relayed the message. I guess I was frustrating the guy because I kept asking him how long it would take to pick up, repair and send back because he said ma'am we will just replace it. Your new delivery date is set for Oct 23. Again, great, I'll get if before Thanksgiving. For my trouble I asked for a percentage off my order or a gift card so that I could go buy 2 Liam Chairs since I already threw out my cheap Amazon chairs. They agreed to give me a merchandise credit worth 15% of my purchase price. Awesome, I can buy three chairs. Oh ma'am wait there's a catch. You won't get the credit until after we deliver the new chair. Ummm, come again, but what can I do? I'm at their mercy.

Here we are Oct 21 and I am expecting a delivery email any day now. I check the order number and literally overnight they changed the delivery window to Nov.27-Dec 11. AFTER THANKSGIVING! I am so livid. I called and spoke to several agents and there is nothing they can do. I said can you at least release the merchandise credit so I can buy temporary chairs? No, she said our policy is to mail it after final delivery. Well, your policy should be to keep promises, inspect furniture before you allow it to leave the warehouse and keep your customers happy that are not at fault in these situations. It's a two piece set so it's obvious I'm going to accept the missing piece to complete the set plus it was custom order so how could I take the merchandise credit and then cancel my order? I couldn't even if I wanted to.

Now I have to spend more of my own money to buy temp chairs again. I knew I should have went with Crate and Barrel but Pottery Barn had more stores in my area. I wish I could give this whole set back. It's been a headache and a nightmare for months and COVID is no longer an acceptable excuse. This company continues to demonstrate its inability to deliver goods and live up to their own terms and conditions. How are these hustlers still in business. Easy, suckers like me who believe that what others are going through won't happen to them and that people just like to complain. I'm sorry to all the people before me that shared their stories and I still gave PB the benefit of the doubt, I should have listened to you! PB is a company of hustlers who take your money, give you nothing in return and then somehow make it out to be your fault.

We paid for this item already, and still do not have it. The overall experience has been pretty terrible. When I called pottery barn after the first experience, they offered attempting to mud over the scratches all over the wood and getting back to us promptly, no discount being applied or considered. The dresser is wood end was covered in scratches on one side. There's no way I'd pay for something like that. The second time they took the product back and just have not said a thing. We are waiting to hear when we can get the dresser delivered again. We love pottery barn and have purchased several items from there but this really deters us from considering a pottery barn purchases in the future. I called to see if pottery barn was willing to recognize how, overall this experience has been pretty terrible for us, and if they are willing to do anything about it. I was told not until it's finally been delivered.

Original Review: Oct. 7, 2020

I ordered this bed in June of 2020. With an estimated delivery date at the end of August/Early September. The bed was delivered on 9/11/2020 with the wrong hardware and could not be put together. The "white-glove delivery" team left the unassembled bed on our bedroom floor, gave us contact info to call for help, and left. We called the number they gave us 9/11/20 and no one answered. Left a voicemail with no callback. We called customer service on 9/11/20 to be told that they would mail us replacement hardware that would take 2-3 weeks and we could call to schedule assembly after having the correct hardware. We didn't hear anything for a week. We follow up on 9/18 by calling the original number the delivery team gave us to be told "Didn't someone contact you?" No, no one has contacted us. "This bed is no longer in production and they noted on your account on 9/13 that the hardware won't be sent."

"You mean, it's been known for the past week, that the correct hardware, that Pottery Barn failed to send with the original delivery, won't be sent..." We were forwarded to customer service who told us our only option was to place a new order for the same bed. While frustrated with this situation, we accepted. For a bed we ORDERED IN JUNE, DELIVERED DAMAGED IN SEPTEMBER, we'd now not see the REPLACEMENT UNTIL EARLY NOVEMBER. I checked on the order this morning and the estimated delivery is now not until the END OF DECEMBER.

That's not acceptable. They charged my card for the replacement order and I still have the damaged unassembled bed sitting on my bedroom floor. Customer Service told me I can continue using the original delivery until the replacement is delivery. Please, tell me how I can use an unassembled bed. Pottery Barn, you will be giving me a refund for both orders.

Original Review: Oct. 7, 2020

On Sept. 8, 2020, I ordered the Ludlow Secretary desk through a sales associate at a Pottery Barn store so I could be assured that it was IN STOCK and could be delivered in a timely fashion. It was supposed to be delivered mid September or end of September at the latest. It is now Oct. 8th and after many phone calls and emails, I still do not have a true answer as to when it will be delivered. Different customer service reps give different answers. One thing they do have in common is blaming others in that "this is a third party".

I paid full price and a hefty delivery fee. The piece went on sale the day after I bought it. Pottery Barn could not give me the sale price which would be FINE if the piece could be delivered in a timely manner as originally promised. I have bought a few items through the years from PB. If this situation is not remedied soon, I will no longer being doing business with this company.

It is crazy that Consumer Affairs allowed that review to be marked as resolved. Pottery Barn did not change my address...despite my protests they sent the item to a place I no longer live...charged my credit card...and then marked the problem as resolved. I highly recommend you order from a Crate and Barrel if you need something. Pottery Barn is terrible... I would steer clear of Williams Sonoma as well. I just ordered $4,000 worth of new kitchen items from them and while the experience was better than Pottery Barn the affiliation between the two requires me to spend my money elsewhere.

Original Review: I ordered several items for my new house. I was told they would be delivered within 2 weeks. Then I received several emails over several weeks that the item is backordered and the shipping kept getting delayed. I called to cancel the order and was told once I ordered they were unable to cancel anything that wasn't coming from their warehouse. They would submit a ticket and get back with me in 48 hours. No email or update arrives so I call again and they tell me my ticket to cancel has been denied. No reason is given....just that I can't cancel my order. I proceed to explain that I have moved since I first placed the order. I am then informed they can't change my shipping address either. So I have paid for items that will be shipped to an address that I no longer reside at and don't have the ability to cancel the order. Please do not order from this company. It is a nightmare.

First, I ordered a dining room table with four chairs to match. The chairs were “delivered” to my house and I got notification via email that they were on my front porch. When I got home, no chairs to be found. When I called, I was told they could not find the address so they shipped them back to the warehouse. The customer service team issued a “replacement” order and I was told I would receive the chairs in two to three weeks. Fast forward one month later, still no chairs. When I called, I was told they were on backorder and I could expect them January 4.

Then my table and sectional were to be delivered from the white glove delivery team from Pottery Barn. When they arrived the two men proceeded to argue within one another inside my home, which left for a very awkward and uncomfortable time for me. Then one of the men decided to sit in the truck and not help and left my fiancé and me to help with the delivery. On that same order, the sectional had pulls in the “performance” material and it was missing a foot. Oh, and the section didn’t even hook together correctly. The back of the couch is approx. a quarter of an inch out of alignment. I was told the foot would be expedited, but yet it took a week to actually get in the mail.

Moving on, I ordered two curtains. One was delivered with a huge orange stain on it. Seems minuscule, but at this point, I’ve had enough with Pottery Barn. Now let’s talk about the ottoman I ordered to match the sectional. I waited close to two months to get it. My fiancé took off work to be home when it was delivered, as you can imagine, I didn’t want to be home by myself in case it was the same two men. When they arrived, they only had one piece of the ottoman, the second piece was MIA.

The delivery team told me that once it was found, they would call me to schedule it to be delivered, you know, because taking off one day isn’t inconvenient enough. Come to find out, the cushion, was never made and now the material is not available. I was advised from Sutter Street to call Pottery Barn customer service, whom I’ve already spent countless time talking to through all of this cluster, and cancel my order, select a new fabric, and place a new order. In the meantime, my credit card balance reflects as if I now own this ottoman, but I don’t.

When I talked to the lady, I told her that I didn’t want a sectional in one fabric/color and an ottoman in a different fabric/color. I wanted a monochromatic look and ordered that ottoman in that fabric and color for a specific reason. I have yet to hear back on how Pottery Barn will make this right. I only receive calls where no one takes accountability and no one can come up with a suitable solution. I’m very frustrated with all of this and am only looking for someone, somewhere to make it right. Until then, I’ll continue to call each day and complain to someone on the other end who doesn’t care.

I contacted pottery barn right away and they placed a replacement order for the canopy. A few weeks later the shipping company received my canopy and called me to set up a delivery date. Unfortunately now for a simple canopy I was another month out before they can deliver it to me. Mind you. I’m in Scottsdale and my piece is in Tempe. Not very far. The shipping company (Ryder) called and canceled on me an hour before they were suppose to be at my home. Stating they couldn’t find the piece in their warehouse. Probably because it’s not very big and it had to sit around for a month!

Upset obviously I called Pottery barn again And still got no real help. I was unable to get back in touch with the delivery company. And Pottery barn wasn’t either. That’s all they keep telling me. A company they hire to deliver their products and they can’t get a hold of them. Something doesn’t sound right to me. Pottery barn is a high end company. Things aren’t cheap and we pay a ton of money for things and they can’t even get a hold of companies they hire to ship for them.

So finally weeks later got through to Ryder the shipping company and set up another delivery date. And was disappointed again as they called me on the day of delivery that the guys left the warehouse earlier that day without my canopy. That I have been so patiently waiting for and have wanted forever. That was Sept 11th. Now it’s Oct 3rd with 50 calls to Ryder and at least 10 to Pottery barn. Still nothing. Can’t get a hold of anyone. Spoke with what I was told a supervisor named Darla at Pottery Barn. She promised to help me out. Gave me her direct email and all. And still nothing. That phone call with Darla was over a week ago.

Original Review: Sept. 23, 2020

I ordered a Halloween wreath, paid $59+tax & $11 shipping. I received the wreath & it was junky & cheap looking so I printed a return label & dropped it off at the UPS store. The store received the item on 9/11/20 & I finally called on 9/19/20 to see what the refund hold up was. The customer service lady said she was glad I called b/c she saw the refund hadn’t been issued even though they did get it on 9/11/20.

I checked my bank statement & saw I only got $34 back of the $64 I spent ($59+tax). I called back to customer service & the person said that smaller items cost the customer $12 shipping & bulk, heavy items cost $30 for shipping. Nowhere did I read that shipping cost that much on their website & the wreath weighed 3 pounds which should have cost me $12.

Well, the customer service person was chatting with her supervisor & I was told that I can have store credit & that I will never get that $20 back on my card even though I did not have a bulk item. The supervisor also said if I had a problem to call corporate & disconnected us from the chat. It is totally ridiculous I got ripped off on shipping for a 3-pound wreath. I will NEVER shop there again nor will my big group of mom friends I told about the situation. Bad move on PB when most places are giving free shipping & returns. I will be contacting corporate tomorrow.

My personal experience in business is that almost nothing on this planet can't be found and delivered in three days if you really wanted it. 3 months to get bench advertised that doesn't exist? I could get a bench from Brazil brought here on the back of a burrow in 3 months. Pottery Barn, I am a retired consultant if you need help, I'll come out of retirement. Your purchasing manager is not doing the job.

The next week PB ran a sale on the exact table we ordered. Now a few days before the table is scheduled to arrive we receive an email letting us know that the table will not be arriving anytime soon. We called customer service and got the hours long run around about why an in stock item would not be arriving on time as promised? I am not sure why they are selling items they do not have...and have no idea when they are going to receive...or why they are putting items on sale that they do not have enough of in their inventory...or why they are promising delivery on an in stock item but if they do not have a full truck for your delivery area you get to wait until they do? Bad...No terrible way to run a business...Terrible customer service. Buyer beware. Never again for me.

After I placed the order and after they charged my credit card, I checked on their website under my account and I now had a very fancy "time line" showing a delivery "estimate" from Aug 21 to Sept 4. a 10 day range. Hmmm.... what does that mean? Well, worst case, I would have the bed by Sept 4th.... not great.... not really honest.... but hey..... let's blame in on COVID19 and uncertain times. Aug 21 came and went as did Aug 22-31. Today, Sept 1, when I called to find out whether I was going to actually have the bed by Sept 4th, I was told that Sept 4th is the just a date they tell you when it may, or may not be ready to be delivered to your house. Who does that???? In other words, it might be somewhere close to my house, in DC, hmmmm sometime around Sept 4th. The customer rep told me... "After all, ma'am', we are just giving you an "estimate"."

Every other legitimate store that I have purchased furniture from (Crate and Barrel, Wayfair, Overstock, Ballard) tells me when the thing I ordered will actually be delivered to me.... not some "hub" or loading dock, ready to get to me. They even allow me to track the shipment so I can see where it is. So the customer service person, from the Furniture Section of Customer Service (because the regular customer service folks at Pottery Barn can't help you) told me she didn't really know when my bed would be delivered.

Here's the sad thing, she told me my son's new bed was put on a truck in New Jersey to be brought to DC. At that time, she didn't know where it was. It just isn't in DC. What is very strange is that last I checked, New Jersey is pretty close to Washington DC. I mean the great state of Washington... 4 days to get there... ok.... but Washington DC? Must have been a huge wreck on I95..... No wait, maybe it was the hurricane that hit Texas..... No maybe is was the protests...... Hmmm no, just Pottery Barn.... oblivious. The sad thing is, they don't know where it is.... in 2020.... They don't know where your orders are..... How is that possible? Because they don't know where it is now, they can't tell me when it will find its way to DC. They tell me it isn't lost..... Seems like it is lost to me.... But wait, don't worry.... they will call me tomorrow to give me an update...... Really.... Sending out the Pottery Barn Missing Furniture Patrol?

Basically, stick to ordering pillows, frames, candles or tableware (though their selection this season is pretty bland), anything you can walk out of their store with, but don't ever buy furniture from them if you expect to actually have it for your family to use any time soon. Who can't track shipments in 2020? Pottery Barn. Who doesn't tell you honestly when you can expect to receive the item you have ordered? Pottery Barn. Time to shop elsewhere for overpriced furniture.

I called The Pottery Barn customer service about both issues and they wouldn’t send anyone out to our house to repair it. The sectional they wanted to take it to a warehouse to repair but after waiting nearly 4 months and the smudge is on the bottom corner we decided to accept it. I called about the ottoman and a lady named Gaylyn said she would have someone contact me and arrange for someone to come out and repair but no one called me back. Because of the carelessness and poor customer service I will not buy from The Pottery Barn again. In the not too distant past a person would have been sent to our house to repair the furniture. Good customer service for The Pottery Barn seems to be a thing of the past.

I call the bank, bank says there's no problem with the card. I email her a picture of my card to ensure she has it right. More than 24 hours go by, no order. I email her and ask for a copy of the order (because at this point I have nothing but her word to go on as to what she's ordered, and given her ability with basic phone and internet cc processing, I don't feel confident). She says she can't see the number. In the interim, I reached out to the customer service email address, as the customer service phone number I was provided gives an out of service tone. I get an email back hours later saying they'll have a more senior person reinstate the order. Again, it's been more than 24 hours and no update on whether a more senior customer service person could reinstate the order.

I contacted PB Customer Service & the representative indicated that I should bring the desk to UPS. I had to make it clear this is a desk that requires pickup and cannot be brought to UPS. They confirmed they'd issue a replacement and an actual pickup. I received an email on 7/24 indicating I had to respond by 7/23 to schedule my appointment, so I reached out yet again to clarify. I also had to confirm with Pottery Barn that a pickup appointment for the damaged desk had been scheduled, which it had not, so they had to schedule that as well.

The second desk I received on 7/28 had even more structural damage than the first, with panels of wood coming out. The delivery specialist even advised me not to accept it, so I scheduled a replacement order. On 8/5 I noticed the status of my replacement delivery said "Canceled" so yet again I had to reach out to Customer Service to inquire. Representative said "Our quality team reviewed the desk, and because this desk is made of reclaimed wood, they cannot guarantee that another item would arrive without any imperfections." I in no way authorized this cancellation NOR was I notified of it by Pottery Barn by email. Additionally, the issues we reported were not "imperfections due to reclaimed wood," they were major damages. Basically they were trying not to take responsibility for sending us damaged items and didn't even bother telling me.

Since we had invested so much time into this process, I wanted to try one last time. I finally received my THIRD DESK on 8/12. Thankfully, there is no structural damage, but part of the veneer is chipping on one side. It's insane PB charges so much for items they physically cannot ship without damages, and then has horrible Customer Service to deal with it. The representatives themselves for the most part are polite, but it's literally a different representative each time you email back and clearly the system is disorganized on their end since I had to keep track of everything for them. Bottom line, I do not recommend purchasing furniture from Pottery Barn as this was the craziest experience I've ever had and the end result is NOT worth the price.

I called on August 10 and and asked for a supervisor, but they would not talk to me. I was told I can only work through the Quality Team, but they won't respond to me. I emailed the Quality Team again on August 10 and no one has responded. I'm beyond frustrated and disappointed with Pottery Barn. I just want someone to set up a deliver date or at least listen to me. This will probably be the last purchase I will make through Pottery barn.

I had to call three times to cancel this order - due to non delivery. Countless emails thanking me for being a loyal customer, however no resolution. Today I was advised I would have to wait 10 business days for Pottery Barn to hear back from the manufacturer, maybe they will, maybe they won't cancel this order. THIS IS RIDICULOUS!!!! The purchase order is nothing to do with me, the customer. Net net - I ordered the bed, the bed was not delivered in a timely manner, I want my $600.00 in gift cards refunded immediately. I the customer should not be at the mercy of the manufacturer - I repeat this WAS NOT a customer order.

Original Review: Aug. 14, 2020

I am a long time PB customer. I am a PB cardholder, I've purchased a fully decorated nursery for twins (11 years ago), custom ordered bedroom sets, childrens' bedrooms sets and furniture, and I am absolutely appalled and disgusted by my most recent purchase. On March 21st, I purchased a $750 rug (including a $149 delivery fee) on-line. It was not a special order. I was told it would arrive in early June. No worries from me, as I realize the COVID pandemic is slowing orders significantly. I was expecting to receive the order sometime in June.

On July 3rd (around 2am) I received an automated e-mail that my order was back-ordered until Late-July. I called customer service and a gentleman (which I regret not getting his name) helped me. I told him that I had waited 2 1/2 months for this order and I no longer want it. He told me that I could not cancel because the rug was on its way and was due to be delivered that Monday, July 6th. I had a short argument that I could not see anything in the tracking number that showed that. He assured me that was true. The order did not arrive on Monday, July 6th.

I called PB Customer Service again on July 18th at approx. 7:30pm and spoke to a CS representative named Aisha. I explained that I have been waiting for nearly 4 months for my order. I was told that it was arriving on July 6th - 12 days later I am still waiting. I asked to be refunded as this was not a special order and I have already paid for the item. Aisha told me, It (the rug) comes straight from the vendor so Pottery Barn can’t refund the item. Says also says that she can’t do anything because the current cost of the rug online is more than the amount I paid for it. I let Aisha know that it's unacceptable that I have been charged over $700 for item I have not received, that I cannot track, and that I have had completely unsatisfactory response from PB about the item.

Aisha told me to hold and she would get a supervisor, Ashley M. Aisha came back on the line and told me that her supervisor was not available to speak to me, but the supervisor said that I cannot request a refund, because the rug comes from a 3rd party vendor. I asked Aisha for the 3rd party vendor's information. She told me that she cannot release the vendor’s name. I asked what I can do to rectify this and was told nothing other than I need to wait for delivery. Today is August 13th - nearly 5 months later and I still have not received my rug. I am not allowed to cancel the item. I have filed a dispute for the purchase with my bank and am still waiting for resolution.

Original Review: Aug. 6, 2020

My husband and I ordered a custom couch in late February. Very understandably Covid 19 caused problems with delivery of furniture but fast forward months and we still haven't received our couch, they've rescheduled the delivery for the 4th time and I've spent countless hours on hold trying to find a way to manage our problem. It's an endless loop of different customer service departments where no-one will take charge.

The problem started when my building requested safety paperwork because of Covid 19 and an insurance certificate. Long story short I've exchanged tons of emails and called their delivery partner CRB many times. I was assured the paperwork would be completed 24 hours before delivery, I even called to confirm that it had been sent (twice), my building manager says she never received anything. When we couldn't get the paperwork finished in time for the first delivery, we scheduled another delivery a month later. Again, no paperwork AND they just didn't show up! No call or anything!!

We have no couch right now so I called to have the delivery rescheduled ASAP. After holding AGAIN (for more than 1 hour) I found one nice person to help and she got it scheduled for 3 days later. We just got an email we've been rescheduled for Saturday. Our building doesn't take deliveries on the weekend, which I've communicated to at least 5 different people throughout the process. I am currently on hold for what feels like the 100th time after being promised a supervisor. (my phone clocks it in at 42 min so far) This was an expensive custom couch order. I can't imagine what happens if it's a smaller item. I'm serious. NEVER buy things from Pottery Barn!!!

Original Review: I received the wrong planter. When I called the first time they said they would send me a new one and said they would have UPS pick up the wrong item on 7/21/2020. I waited all day and UPS did not pick up the wrong item and to date (7/26/20) I still had not received the correct item. I called again and spent 30 minutes arguing with “customer service” after they told me the item I ordered was out of stock and they still would not credit my account until I returned the wrong item. I explained that the pickup never happened, and that I was not driving 60 miles to return an item I did not order. At one point I was told to request a refund from PayPal, which is what I ultimately did because I was tired of wasting my time arguing with the “customer service” representative. I have never experienced such poor customer service for a $70 item!

Finally I spoke with someone today, more than a month after the order was placed, who tells me, it is actually not in stock, that I should have been told this weeks ago, that they had many new employees that are not all knowledgeable enough to get the information and that I must have been talking to one of them. All outrageous excuses you wouldn't expect from what is supposed to be a reliable business.

I have been on hold for more than 3 hours today trying to talk to a manager. The rep finally comes back and says all the managers are busy, that his manager said to transfer me to the shipping company to see what is going on with the order. Which is what they tell you when they want to get rid of you. I explained that I have been transferred to them in the past and told that I would be getting a call from them after they investigate. I want to hold and speak to a manager if I can. The rep then suggests to have me cancel the order and place it somewhere else. I said I still would like to talk to a manger and I am still on hold.

They keep passing me from one place to another over the last three week. Lorainne J, the manager that promised to me has not responded to calls nor email. Everyone else I have spoken to is unable to do anything. I have called a few of the other managers, Jill H, Morgan W, Angela, Richard, Debbra and not one has gotten back to me. Extremely unprofessional not to uphold a discount because the company was unable to delivered a sofa that I have been paying for and received 12 months late.

Original review: I bought a sofa on October 12, 2019 and still waiting to hear back from customer service and or have a complete sofa. The sofa was delivered in December, the right hand sectional part was not completely sown together and the arm of the sofa was incomplete. The corner piece bottom cushion was sewn incorrectly and is pleated which it should not be. The back cushions are also not sewn correctly and have no shape and are pleated. Considering we went with the sunbrella fabric and top quality I would have expected the sofa to be at least sown correctly or at least completed.

After several wasted hours waiting on hold and the service rep trying to figure out what to do, they replaced the right hand section which we received several months later. I was told we would get 20% off and no delivery fee, neither which has been reflected in my bill to this date. The corner section is still not completed after I was told twice it was being shipped. The last person I spoke to said they can not even see anything in the notes about the corner piece. A serious lack of communication. I have spoken to several managers who have never gotten back to me. I have their extensions however there is never an answer, along with several emails with many of them.

Back in March I was told they would just send me a whole new sofa because there are so many issues with this one and it would be completed in June. I understand there is a pandemic however the lack of customer service continues as we have not heard anything from them. Not one of the four managers that I have extensions to will return calls or emails. Extremely disappointing from such a reputable company and with the price we are paying I could have gotten better service and quality from a discount store. I was told I need to continue to pay my bill and until the matter is completed I will not receive the discounts promised which are also barely anything considering all that I have had to deal with and the time lost dealing with this. This whole experience is unprofessional and poor customer service.

So I have a few questions. Where was the communication back to us when they knew it wasn't going to be here on time? We never received an email on it being backtracked. Why was there false advertising on your own website and email confirmation saying it's estimated delivery is then and it is still in stock? Is getting a few dollars in your company's pocket more important that trying to maintain a communicative relationship with your guests? If getting what you need in a timely manner for your family is important to you... I highly recommend taking your business away from Pottery Barn.

6. 2 out of 8 of the back cushions are already looking tired and beat up, and it’s only 6 months old.

I am so upset. This set was thousands of dollars, even on 30% off sale at Christmas. No one has ever walked into my living room and said, “Wow, what great new furniture!” Never. And I certainly don’t think it when I walk in either. Really, really distressing. WILL NEVER BUY POTTERY BARN FURNITURE AGAIN.

• The rapid deteriorating state will soon make the product unsafe to use, especially with small children. Since we may be forced to dispose the product soon, it is a terrible waste of natural material at the expense of consumers.

Pottery Barn initially responded by suggesting repair at “Furniture Medic”, which turns out to be unavailable in Washington state. Upon receiving my written complaint, Pottery Barn then apologized with an offer of “15% off your next order”. I found the response unsatisfactory as it does not address the issues of false advertisement, nor the damage this defective product causes consumers financially and environmentally.

I get my June Statement from the Pottery Barn Credit card and only the actual cost of the item was refunded, not the tax, or shipping and handling. So now I have a Late Fee and Interest Charge from Pottery Barn Credit Card because I am being charged by the credit card company for the shipping/tax, on an item I have never actually received. The credit card company says not their problem and Pottery Barn customer service is impossible to get in touch with. Basically I am paying for something I never received because I am on the hook with the credit card company for the interest and late fees. Don't buy a thing from them and don't use the Pottery Barn Credit Card, it's the biggest scam I have ever seen.

The real issue however is the quality. The quality of this sofa is AWFUL! We have owned the sofa for about 6 months and it's falling apart. To be clear we have one child and one 22 lbs dog. It's not from misuse, the cushions are low quality and have simply fallen flat. It looks cheap, is not comfortable to sit on, and the fabric is pilling up. The sofa we had prior we purchased from JC Penny and owed for 7 years. It is now in my office and is in better shape than this piece of garbage PB sent us. Don't buy their furniture, it's a rip off. I should have listened to my interior designer and paid extra to have it custom made by a real professional.

On May 7th I purchased a Media Cabinet, it arrived at the delivery center and I scheduled the delivery for May 22nd. It was confirmed and I started to receive confirmation emails from the delivery service and also times on a routing map as to when they would arrive. I moved things in my house to help with their accessibility into the family room where it would go. The time came and went that was the designated arrival time. I then checked my email again and found that the email no longer showed a time of arrival but rather stated Delivery Canceled!... with no explanation.

I called the Delivery company, a nice woman answered the phone, she stated she would try to reach the driver. I was then disconnected. After several attempts, I reached this nice woman again, who stated she had no idea why the delivery was canceled but she would try to ascertain and she would call me back. I still have never received a call back!

About an hour later I did receive another email showing that a reorder had been made for a part of the media center. I could only assume the Media Center must have been damaged somehow and been undeliverable. I might have been upset, but would have understood if I had received a phone call from someone to explain this. To this date I have not heard from anyone. Not by phone, text or email to explain what occurred. I have reached out to Pottery Barn customer service by email and phone with no explanation. This will not change my change my high regard for Pottery Barn furniture but I am very disappointed with their Customer Service.

Original Review: May 23, 2020

I ordered a Jake sectional in summer of 2019 - along with my friend who ordered the same exact sectional for her apartment. First of all besides the long wait time to receive the sectional, they delivered the wrong side sectional. I ordered left but they delivered right side chaise sectional and then customer service told me that it’s final sale.. I had no choice but to keep it. I had the sectional for 3 months before the couch part of the sectional cracked and started sagging every time we sat on it. This couch was 2 thousand dollars!!! And it broke within 3 months!

My friend's couch is holding up well so I examined her couch and she seems to have support legs Installed under her couch and I do not have support legs installed under my couch. I called customer service and tried to explain that my couch is broken within 3 months of use because of no support legs. They did order a replacement couch for me but no support legs. I got my replacement couch and requested that they send me the support legs that we can install ourselves. They responded by saying that at some point this couch was made in a different country and was made with support legs but now it isn’t. Strange because my friend and I ordered the sectional together at the same time!! They sent me separate support legs. Told me I had to install them myself but they sent the support legs without any installation parts. So I have support legs but no installation parts.

I tried to contact customer service and no answer. Now the replacement couch makes noise every time we sit on it and is very creaky. Sounds like it will break at any point again. Keep in mind the weight limit on this sectional is 500 lbs and we are not big people!!! Even when my 40lb daughter sits on it the sectional sounds like it’s going to break... I can’t believe I spent 2 thousand dollars for a couch that is breaking again... I am shocked at how terrible the quality is and how no one can answer why my friend and I have the same exact couch but she has support legs installed and I didn’t. This is the worst purchase I have ever made and fully regret doing business with Pottery Barn.

Weeks go by and I call customer service to check the status. To my surprise, no one can find this new order placed in the system. AND they state this product is no longer in stock OR being made. Needless to say, I will never order another piece of furniture from Pottery Barn again nor will I ever recommend to others to buy.

A manager from Pottery Barn called and said they would redeliver in 7 days (you know after I've dismantled their room, beds gone, desks broken down, chaos!). I said I'd borrow a truck and bring the items to our home by myself. He agreed to not let the truck leave until we came to a resolution and placed me on hold while he saw what he could do. I was on hold 18 min. He came back and offered delivery 5/24. I said I'd rather just borrow a truck and bring them down now. The manager said "you're welcome to get a truck." The call ended.

I called the number I thought was the driver but it was his dispatcher in another state. He said the same pottery barn manager told his crew to leave 15 minutes earlier. I got an email showing a new appt for 5/24. I spent the next few hours on the phone with Pottery Barn. I insisted one rep stay on the line with me when he called the delivery hub. The rep Keely said 5/27 was the best they could do. I advised I already had an appt for 5/24 and I was hoping to speak with someone who could escalate my delivery. She hung up on me - not sure if she forgot the pottery barn agent was still on the phone as well...

Shortly afterwards I got a new appointment email for the 27th. I've left messages for the escalation number the corporate office lists (they are closed due to covid), and emailed customer service as well as the presidents of both Williams Sonoma and PB Teen. I've had no response. I've been lied to and hung up on twice. I've given Pottery Barn every chance to make this right but it would seem they are more interested in ignoring me.

Unfortunately I can't find a substitute product I like - short of a miracle I can't imagine I will ever shop at their brand of stores again if/when these finally deliver. I live 30 mins from the center of a midsized metro area. There is no excuse for this. I had to rebuild my son's desks (cyber school due to covid) and they are sleeping on the couches. I have never had such terrible service anywhere. So don't believe the hype about their nationwide delivery. They wait until orders pile up and send a few guys out of state to rent a truck and if they can't squeeze you in during the couple days they are in the area you get to wait until they come back to town. Customers should be given the option of UPS delivery if Pottery Barn can't contract with reliable local delivery companies. Pottery Barn's 'white glove' service is anything but.

We then spent 4 hours trying to get the right person from Pottery Barn on the phone again to verify, who could do nothing other than call the warehouse and confirm their story. Having no faith the delivery company would deliver on their promise, we choose to cancel our order after a month of waiting and countless hours on hold. We will never shop Pottery Barn again. Pottery Barn needs to recognize that they need shorter wait times or a call back service, and that the outsourced delivery company's actions directly reflect on their brand.

Original Review: I purchased a couch on November 3, 2019. It's May 12, 2020 and still no couch. Six months and waiting! Customer service has been awful. Pretty much same experience as other reviewers. No one at Pottery Barn customer service has a clue - they just read whatever the status order says on their computers (basically what I can read on their website when I check on my order). Somehow the couch got lost at a distribution center but no one wants to admit it. Meanwhile I keep getting the runaround. I've spent hours on the phone with various departments. And here I am still waiting...