Pottery Barn Reviews

Ordered two custom-made armchairs with expected delivery date of OCT 27. As of NOV 27, I am told these armchairs are sitting in idle trailers at the North Georgia distribution center which suffers from staffing shortages. No one from Customer Service (which experiences call holding times of 45 minutes) can tell me when these chairs will finally be offloaded... The company has horrible delivery logistics.

I am so frustrated with this company. I ordered three bath mats from Pottery Barn. Two have been delivered. I received a notification that the third one was delivered, and it turned out to be a light fixture. I called customer service and they quickly sent out my missing item and emailed me a return label to take the light fixture to UPS. This was not a bother to me. However, as I went to print the shipping label it was never attached to the email. Instead, I am prompted to pay for this returned item which was sent to me by fault of Pottery Barn.

Updated on 12/16/2022: I ordered an entertainment center from Pottery Barn in August with a delivery date of 2 weeks. After 4 months and many calls, Pottery Barn promised 40% refund once delivered if the order wasn’t cancelled, customer service now says they can only refund 20% because their supervisor didn’t document anything. The percentage refund isn’t the issue, it’s the deception and lies from this company across all levels. ADVICE to CONSUMERS…Email only with this company. None of their stories match and they will give you a different story every day. This company is absolutely exhausting and worst experience I have ever had.

Pottery Barn responded privately to my Complaint and we were able to work out a resolution to my issues. I also offered suggestions to the rep on how to clarify their price adjustment policy on their website.

The story starts a year ago when we ordered two wingback recliner leather chairs. There was a 5-month delivery timeline so we were anticipating an April delivery. After one or two mild delays we received a call to schedule our delivery. We were given a 5-hour delivery window between 7AM-12PM. At 2PM the chairs still had not arrived so I had to reschedule delivery due to a work obligation. We were told that was no problem. They said we would receive a call in a few days to schedule again once the chairs arrived back at the warehouse. After two weeks we had heard nothing so we reached out. After several hours and multiple calls it was determined the chairs were lost in transit. So we had to start over from the beginning.

Updated on 12/19/2022: The saga continues. Another pending charge showed up on my husband’s card but was reversed. The item is still “back ordered”. I’m assuming it will be spring before we receive our order - if we ever do.

We ordered furniture from Pottery Barn in March 2022. The original estimated delivery date has been changed over several times and we are now in November, and we still do not have our furniture. To make things even worse, they charged our credit card for the full amount of the furniture in October. They should not have charged us until we had an actual scheduled delivery date, which we do not. I sent a letter of complaint to the company through e-mail in October, and they never responded.

I ordered several items from Pottery Barn. A few arrived defective and I had to return them. A mirror was delivered on October 2021. I noticed a stain a few months ago but I had so many issues with the other items that I wanted to be done with it. But as time pass I noticed more spots are coming through at the edges of the mirror. I understand that a year passed but for a $400 mirror is unacceptable. Customer service said they will reimburse me. I said I wanted to exchange it. They agree to look if the mirror was still available. Four days passed I didn’t hear from them. Now they are telling me that they can’t replace it due to their policy. They don’t stand behind their products and words.

I have given PotteryBarn far too many chances. However, this time is THE LAST. They give you the run around as to why the order has not been delivered, they curiously hand up on you when attempting to resolve an issue, and this final order I didn't receive all of my product. I will now take my business elsewhere to RH or Arhaus. I've finally learned my lesson!

Ordered an area rug on 9/30/2022 with estimated delivery date of 10/21/22-10/25/22. Card was fully charged on 9/30. Shipment has been moved out several times. Last estimated delivery changed from 11/11-11/15 to 11/23-11/25. According to their site, it shipped on 10/20/22 with a UPS tracking number. As of 11/18/22 the tracking number still says that UPS hasn't even received the item.

We purchased our bedroom and dining room furniture from Pottery Barn in May. Because of shortages we were told the Dining Room Furniture would not be delivered until August. A few weeks later we were told October. Prior to our furniture even being built there was a reduction on our table, when I called Pottery Barn customer service to get our price reduced on the table at first, I was told no however my persistence paid off and I was told the discount would be applied to my invoice, which it was not instead we were sent a gift card which I didn't want after several hours of calls they finally cancelled the gift card and applied the credit. We were still on track to get our furniture in October. A couple of weeks later the date moved to November - however the furniture had shipped as Pottery Barn had already started charging us for it.

I ordered dining chairs in April. They didn't get delivered until September. They ultimately had to go back because they were too small. Pottery Barn picked them up on October 7th and today is November 17th and I still do not have my refund. I have called customer service numerous times. I am told different things by everyone I speak to, including a supervisor, no one knows what's going on...It's terrible!

In reading all of the negative reviews and I too thought my purchase of August 2022 was an isolated incident. I still have not received my purchase and received every excuse and still have no answers. Perhaps State of Florida should BOYCOTT purchasing furniture from Pottery Barn. Beyond disappointed. I suspect none of the the executives from PB are even reading these reviews....Such a shame. They continue to indicate in stock and ready to ship however can't seem to deliver; isn't that fraud!

Ordered a table for around 500 dollars. Was listed in stock, and never shipped. Customer care did not give any estimate and it kept moving. Now says Dec 18th to Jan 5. They are keeping the money for almost half a year, not sure if this money is being used to gain interest somewhere else but seems shady that they took payment for an in stock item and never sent it for a long time. Don't buy here if you want anything on time.

I ordered a sofa on July 26 2022 which was supposed to be a 8 week order. We are at Thanksgiving 16 weeks and they don't know where the slip cover is. I call customer Service weekly but they will not let you speak to a manager. They keep saying they will email the vendor. The vendor can't find it. There is no recourse. They aren't ordering a new one, they aren't discounting or comping me, every week I wait 90 minutes on customer service for a customer service rep to say the manager will email the vendor. The vendor is in the US, so it's not a shipping issue, language barrier or time barrier. No one knows what is going on. They can't expedite a new one. If I order a new one the turn around time is 8 weeks. I will never shop at Pottery Barn, West Elm or Williams and Sonoma again.

I am having the worst possible experience with this company, short of the products being crap. Their one saving grace is that I like the style and quality of the furniture. I ordered furniture in August, obviously it is not all here now in Mid November. My first complaint is that the furniture keeps being delayed on backorder. But nothing they can do about that. My real complaint is the delivery experience I had. They communicated to me over the phone that they would disassemble and reassemble existing pottery barn furniture from one bedroom to the next bedroom. Therefore, I did not disassemble it.

I purchased a bed from Pottery Barn in August 2022. It was delivered in November 2022. A bit of delay, but that was expected. The bed could not be assembled because some of the hardware was missing. My options were to either send it back or take delivery and schedule an appointment for a 'repair.' I chose to take delivery. I explained the problem to a customer service representative, and they told me that the hardware would be shipped to my address. As a backup, I ordered the necessary hardware from Amazon because it seemed that I was getting the runaround. Subsequent to that, I received an email and text inviting me to schedule an appointment for the repair. The repairman arrived as scheduled, but he didn't have the hardware. I told him that I had the hardware, and he was able to complete the assembly.

Don't order anything with these people. They use a third party to deliver everything. They lose your stuff, it arrives damaged or not at all even though it's on the manifest. No one can give you an answer and their way of resolving the issue is tell you it'll come a month later. Then you wait. Then they schedule it. Then you take time off work to be there. They arrive without it and you are out another day of work and still don't have what they said you would. And the cycle repeats indefinitely! STAY AWAY FROM THEM!!!!

On Sept 9, 2022 I ordered 4 dining chairs on PB's website labeled: "In Stock and Ready To Ship." I ordered them for my vacation home in Myrtle Beach, SC. I was charged immediately. Weeks later, I had not received any shipping information. Called PB, and was told that they should not have charged me until the items shipped, so they refunded my money. A few days later, they re-charged my card. When I called this time, I was told that the chairs were en route to PB's regional delivery center in NC. Weeks past, still no shipping progress. Called PB and explained that I would only be at the beach for a few weeks and would not be able to arrange local delivery after that time. I ask to cancel the order based on the fact that I only ordered them because they were labeled "in stock and ready to ship."

I ordered an item and then I found there is a price drop. At that time, I didnt' receive my item. I wrote to them asking for a price match. I was told that there is no price match in Canada. Today, I came to this website and found so much negative reviews about them. Too bad. If they treat customers differently, why don't they make it clear on their website? If they don't offer normal customer service as other stores do, they should make it clear. Customers can choose other stores. Do not recommend it! Please go for other stores.

We ordered a custom sofa on 9/17/22. When we ordered site stated delivery would be made no later than 11/16/22. We purchased because it would be delivered prior to Thanksgiving. When we checked the tracking information in early November on our account for this order it stated that it was shipped on 10/26/22 from Claremont, North Carolina and had arrived at the delivery center so we expected a call about delivery soon. We were billed for the full amount of the item cost. Still stated delivery would be no later than 11/16/22. Checked order tracking today, 11/15/22 and it now states the delivery window as 11/16/22-12/6/22.

I have never in my life had such a bad experience then with shopping at Pottery Barn… Not only do they double charge you after you have spent THOUSANDS and not tell you,..their customer service department was beyond incompetent. Not to mention being on hold for an entire hour before I got the incompetent customer service person. Again, WORST EXPERIENCE TO DATE.

I have never experienced such incompetent customer service as with Pottery Barn. It’s a shame because some of their products are beautiful, but absolutely not worth the headache that comes with everything I ordered. You will wait close to an hour to speak a rude customer service agent via phone, however, I recommend always contacting them via email so everything is documented. They failed to refund me a couch that was not delivered for over 5 weeks. Weeks after the process was supposedly started I receive new information that they can’t process a refund. Their service agents give inaccurate and conflicting information only to retract what they have written in email correspondence. I’ve never seen such unprofessionalism. They would constantly tell me the person before them did it wrong or gave the wrong info or they know they said that but a supervisor told them that’s not actually allowed.

I purchased two sport-themed bean bag chairs for my children using my Pottery Barn credit card. Two weeks later, they were delivered. On the day of delivery I see an advertisement for these same chairs, but now they are 25% off. This is a significant savings as these bean bag chairs were not cheap. I decided to call PB and ask for a refund on the difference, now that the product was on sale and I JUST bought them, I figured this would be no issue. Nope, I was wrong. I was told their “policy has changed and they will no longer issue a refund the sale price difference.”

I ordered 80,000 worth of furniture in April/May with promised delivery of September or earlier. Not even half of it has arrived. Lights have come in broken. Couch came in with pieces missing and dirty. A dining room table came without legs. Constant delays and no reasons given. This company is a disorganized mess. The store personnel are great, however once you order the stuff it's a complete disaster.

After purchasing a $5K + sofa (Jake Upholstered Sofa) from Pottery Barn in Fall of 2021, I had to spend hours on customer service calls, receiving partial sofas to replace original damaged unit. I finally gave up and asked for a credit. It still took me 10 more calls with Pottery Barn, Williams Sonoma, and their "Premier Customer Service" team that did no better than their regular customer service line. They still owe me (in their own writing) $1,500. Their service is appalling. I will NEVER shop with them again. Good Riddance!

3 leather barstools were ordered in July; 2 were received in October. I have called repeatedly and submitted numerous emails including the order number. I am constantly being told someone will get back with me or it may take up to 5 business days. When I do get an update, they cannot provide me with any additional information. Last week I was told by a customer service rep, Andrew, and his manager, Maria, that I would receive the barstool by the end of last week or this week. Neither has happened and I have not heard a word back.

We ordered a Harper Custom Fabric bed from Pottery Barn on June 4th, 2022. We ordered from the Pottery Barn in Naples FL. It is now 5 months later and we still do not have the bed. It was supposed to be delivered within 6 weeks from the time we ordered it. It was supposed to come a month before a major hurricane here in Florida. The slats, frame, and footboard was delivered nearly 4 weeks before the storm, but not the headboard.

I cannot believe how poorly this company is run from the top down. Worst experience I haver ever had. I purchased the Malcolm 66" Media Console in August, it took weeks before it shipped despite being in stock online. Then I received notice to book delivery since the item arrived at the location hub. The company forced me to pay white glove delivery for the item, no option not to, so I spent $300 more for special delivery where they build the item inside your living room. So I missed a day of work for when it was supposed to be delivered, no one ever showed, no one ever called me, no one communicated at all. I spent multiple hours the next day calling the Hub and Delivery booking center trying to figure out what happened. No one helped me.

In the last couple months, I have ordered over $30,000 worth of furniture. You would think that I would get some level of good customer service - I have not. To begin with, furniture was delivered to the front door that should not have been (it was to be held). We were out of the country, and had to pay for someone to retrieve it in the rain. After that, nothing has been delivered for months. We keep getting excuses, but no action. We were charged for many items in mid-August, and no one can tell us why we were charged without anything more being delivered for 3 months. They have said labor shortage in the delivery center, they have said too many orders because of pending inflation, they have said trucks are slow, they have said hurricane (that is the latest excuse) - but troubles began from the start, back in August.

Run away. Spent over 9k on a custom leather sectional- I understand 17 weeks for creation. Ordered 3/26/22. Notified 9/30 that items had shipped. Delivery constantly pushed back. Now 11/2-11/22. I’m only 4 hours away from the distribution center. Can I just go pick up my furniture? Not sure I’ll have furniture for the holidays.

My spouse ordered a console table back in July 2022. We received the glass for the table in September, but not the frame. Pottery Barn did not inform us that this was a partial delivery and the driver did not know it was a partial delivery. They were supposed to assemble it ... It is now November. My spouse has called many times with no concrete status. From talking to several people in the Pottery Barn supply chain, we have fairly firm information that the table frame is in the United States. Unbelievably, on one of the calls we were transferred to a dock person to do a dock search. No luck. Customer service reps have given us "info" that it is in NJ or on a truck coming our way.

Placed an order in May but have still to receive my items. So far have spent 8 emails including one to the CEO and in excess of 10 hours on the phone trying to locate my items. Have been given various delivery dates however the items have never been delivered even though tracking on my order says they have. Each time I call Customer Service I am passed from agent to agent with no resolution. Nobody ever gets back or follows through. My goods are currently lost, probably sitting in a warehouse/distribution hub however no-one within Pottery Barn appears to be able to find them. I am at the absolute end of my tether with this company and will never purchase from them again. In the meantime, I have been charged for goods I have never received and have run out of options.

Never ever have I had this terrible experience with Quality and Customer Service like Pottery Barn. They really need to go bankrupt and close forever sorry to say.... Ordered couches which got delivered damaged with entire back frame broken. PB orders another one which took several months of waiting second time around which ALSO comes with BROKEN FRAME AGAIN!!!! I have been on call trying to get help all morning (more than 2 hours of hold with 4 transfers) with still no one to help... I have received zero communication since the product came damaged second time.... Where is customer service emails???? When is my 3rd time ordering coming???? God I hope people read this message and run away from Pottery Barn. It has costed me so much stress and waste of time affecting my work and money. I NEED IMMEDIATE ASSISTANCE FROM POTTERY BARN!!!!

Simply the worst experience EVER. My first experience with Pottery Barn was buying bed sheets. I selected the shortest shipping timeframe possible, but it took 2 months to deliver still. Later, my friend bought me a hello kitty mirror as a gift for my birthday, and it came extremely broken TWICE. Finally, I gave them another try because I really wanted this couch on their website, and again I chose the shortest shipping timeframe possible, and now they are telling me that it will take 3 months to deliver WITHOUT THE OPTION FOR ME TO CANCEL. I called the customer support, and he had a bad attitude, and was just not communicative. Now I have COMPLETELY lost my faith in this brand, so PLEASE PLEASE AVOID POTTERY BARN AT ALL COST.

I ordered three leather counter stools in February 2022 with a 5 week delivery schedule. After receipt in June 2022, one chair was broken. The replacement stool did not match the previous two, so after another attempt to receive matching stools, I requested all three be returned and we start over again (recommendation from PB sales personnel). I would have loved to just return and reorder at the same time, but no one was able to do both at one time. All three were eventually picked up in October and I am still waiting my refund. I've been put on hold, disconnected, told it was on its way, that a supervisor had to issue and now a check is in the mail (in lieu of putting back on my credit card). I've order so many things from PB over the years, but I will never do so again. Poor quality, attention to details and customer service. One hopeful glimmer. The young lady I spoke with today was very nice!

Purchased the Dream swivel glider for our baby's nursery 1 year ago. She is now 7 months old. At this point the chair will not recline without fiddling with the handle and chair. It also has developed a squeak with each movement. Neither ideal for a nursery chair. We contacted Pottery barn support and they will only warranty the products for 30 days after delivery!! At that point we hadn't even had a baby to rock in the chair, let alone get to really use it. Don't get this chair for a nursery if you want your baby to rest.

I have purchased a few thousand dollars worth of furniture. One item I purchased in May for delivery in July. The date continues to get pushed (now it is November) yet my card was fully charged in August. Customer service continues to talk in circles and tells me it will be another week. I purchased a crib and a king bed in September (both in stock). I was able to schedule my delivery soon after for late October. I was contacted the day before stating that the crib was damaged and they would need to cancel and reorder (now slated for late November). However, my understanding was that the bed was still on track as it was never mentioned.

I purchased a rug online and after receiving the rug, I was extremely disappointed in the quality. It looked nothing like the photos online - drastically different. It looked very cheap, felt cheap. I thought maybe because it's hand knotted, it will be more unique, but no, it was just ugly. I called to see what to do to return, was told I could mail it back or take it to the store. I understood that it was my choice. I decided to take it to the store to return. The associate at the store looked up the order and said okay a return has been processed and handed me a receipt. Over a week goes by, and I do not have a credit. I call PB customer service and they explain that basically I should have mailed the rug back and it's my fault that I don't have a credit issued. The cs rep I talked to set it up so that I MUST mail the rug back.

Worse experience with this company for shipping items. Ordered in stock furniture and they gave no means of tracking the items. Customer service is all rude and super unhelpful! Still awaiting my shipment 2 months for these “in stock” items. There are way better companies with great furniture that is super helpful and updates you on your order. Would not recommend this company whatsoever. They don’t care about their customers. If I could give a zero star review I would.

I have ordered with Pottery Barn in the past two years extensively. I had several issues with shipping, to things being back-ordered. Was always told due to the pandemic. Now today, I ordered several bedding items, to which I placed the order because the items were stated "in stock, ready to ship", and I received everything EXCEPT the one thing I needed most. The duvet cover is back-ordered but yet they sent me the shams. I tried to cancel and cannot cancel, as their system is flawed. Yet I can send back the shams?? I called customer service and was told they were getting over 800 units of the duvet cover in and I should be receiving mine soon.

They took my money when my dresser shipped. There is no recourse if their shipper delays delivery. They don’t care. They just tell you to wait. Meanwhile they have my $2000 in the bank and it’s been over a month that my dresser is sitting in a trailer in Georgia waiting to be unloaded to a truck to be driven to my home in NC. They don’t care because they already have my money. And they won’t process a cancellation w refund until the product ships. No priority handling, no refund until delivery, No escalation. No. I was told to sit back and wait. How is this ok?

Good grief, where do I start with this horrible experience. I ordered a bed, dresser, and nightstand, white glove delivery, and everything has been screwed up. Damaged bed (headboard) delivered on the WRONG day even though it's a SCHEDULED delivery. Crew then installed it with power tools (not supposed to be used), overtightened the bolts, and stripped all the screws, ruining it. Still have not received a replacement - it's lost by the distribution center. Dresser delivery never showed the day it was scheduled. Still waiting on that delivery too. Nightstand delivery screwed up by distribution center and lost. Still waiting on that too. What a joke. Pay for premium products and service and get treated like this.

I wasted $700 precious dollars on cheaply made chair that was intended to replace my elderly husband's 50-year old easy chair. This chair looks substantial on the website, and thinking that Pottery Barn was a quality company I decided to splurge. The chair is feather-light, the cushion does not stay in place, and the first day a minor water spill ruined the upholstery. I cover it with an ugly "pet cover", which defeats the purpose of having a "nice" chair. I'm putting it into a spare room and will never ever trust Pottery Barn again.

I am a customer of in-store Pottery Barn for approx 10-15 years typically with no problems at all. However... After purchasing 2 beds online in early Aug for a university apartment, where the delivery date said the product is available, I waited almost 2 months. No proactive communications, and me having to call online cust. service for an update every week. Sometimes each rep had a different story, one part is actually in transit here while another part of the bed is just being picked up, etc. Once the beds finally arrived, 1 was fine and the other had incorrect parts. This started part 2 of the nightmare trying to get replacement parts. Again, a month later, parts arrived at the shipper, came to the apartment, and the shipper points out that other parts are still incorrect and one of the original parts that didn't need to be replaced is now damaged!

I ordered "quick ship and available" couches online August 8 and August 19. I placed two orders because I was undecided if I would purchase one couch or two. It stated my first delivery would be before August 31 on my confirmation email. After 3 follow ups my delivery date continues to be pushed out with no real confidence from customer service on when it will be delivered. The tracking shows my first couch "in transit" to the warehouse since August but it has not updated since then. It is waiting to be unloaded at the warehouse for weeks based on an actual discussion with the warehouse. The 2nd couch was supposed to deliver before September 19 shows zero movement on the tracking and now reflects as backordered. This was also “quick ship and available.” I specifically chose these couches and fabric because custom orders take 17 weeks.

Updated on 12/02/2022: I have received the following status since Aug 9th: "Schedule your delivery date, we canceled your order due to quality issues, we cannot find the items, the items are lost in transit, we think we found them in a trailer at a warehouse and they have been sitting there for 12 weeks, and we found 2 of sections of media console but have no idea where the 3rd section is or where the rug is." I was told I cannot get a refund until they find the items and have them in inventory at one of their warehouses. I was also told I will receive an email or call on the status and I very rarely do, I have to call them. The orders were escalated to an area supervisor which she did finally call me last week, however she does not know where my items are either. I would like my items or a full refund including shipping costs.

How do these guys stay in business??? I have been waiting over two months for delivery, I final get an email that it’s ready to schedule for delivery. I call and they tell me it’s not in yet. ??? The worst part is every time you call, it takes forever, and when you finally get ahold of someone they act like all of this is fine and that you are acting weird for wanting to actually HAVE the item you spent over $1000 dollars on. Horrible company. DO NOT BUY FROM POTTERY BARN or its related company WEST ELM!!!

I purchased a Cynthia Palampore Printed Blackout Curtain by Pottery Barn to cover a door in my bedroom with a large transom above it that stream light into my room. I bought it to replace the same curtain without the blackout version I’d bought several years earlier. However, while it filters the light a little bit, it is by no means a blackout curtain. You can see the window behind it, and it still streams light into my room, just not as brightly. This should be called light filtering— not blackout. And while I’m on the subject, the Pottery Barn hardware above the transom that held the original curtain is supposed to be oil-rubbed bronze/black, and the black is already brushed off and looks silver. Pottery Barn has really gone downhill. I’m finished with them.

I cannot stress enough; steer clear of Pottery Barn at ALL costs if you’re looking for a great experience from purchase to delivery. There’s a reason they don’t have reviews on their website! I assumed like everyone else who has written a negative review, that I would get quality because it is Pottery Barn. So when I noticed there were no reviews, I didn’t sweat it too much because it’s Pottery Barn. I wish I had looked further. I would have easily found several platforms including this one where hundreds of customers have posted their unfortunate hell.

In Sept of 2021 I ordered two York slope beds. The delivery date was Jan/Feb 2022. The beds have still not arrived. In Feb of 2022 one bed was in stock but customer service advised me to place a new order for two beds since the dye lots wouldn’t match. They then did so and when they did was randomly charged for one of the two original beds in May. Long fight. Finally disputed with Amex and got my money back yet received a nasty note from Pottery Barn say charge was legit. Fast forward. Two new beds paid for in June in entirety. Delivery scheduled for August. After two failed delivery attempts (couldn’t find beds, etc.) they finally delivered. But one bed didn’t have all the parts. They left it partially assembled in the room. They did a doc-search. Found parts. Delivery scheduled. Oops no. Delivery cancelled. Can’t find parts. Parts reordered. Delivery not until Jan/Feb2023.

In the past few months I ordered a Bed, a Desk and a File Cabinet. Had bad experience with every single item I ordered where each delivery came with a missing or the piece was broken. Never received a call from the company with an update, I had to call numerous times and spend a total of hours on the phone to resolve the issues. To date I'm waiting for the file cabinet which was delivered twice, the first time it was delivered broken and the second had a missing piece. Again not a single phone call from Pottery Barn with an update on a new delivery date.

After using Pottery Barn (PB) for over 10 years, my experience over the past year has completely changed our mind and we will NEVER use them again. One order, recliner damaged in shipment. Delivery person confirmed that it was damaged before receipt and would order a replacement. Waited a month for an update. Finally called PB and they had no idea. Requested that come pick it up and provide a replacement. Another month passed and nothing. Called them and asked they just come pick it up and provide refund. PB finally picked up the damaged furniture but over 6 months later and still no refund even after numerous called and false promises.

I wish I had an option for negative stars. Please don’t be fooled by all the glitz and glamor and great products this company has via pictures. Just adore them from the site and from afar. For each and every time I’ve purchased major items from PB it has been a complete nightmare! You’ll easily wait 3-6 plus months for a big purchase. Sadly, when you call to see where your product is at, they’ll have you easily wait 45 minutes plus to get to a customer service person on the phone. I say pay the extra money and go to RESTORATION HARDWARE! You’ll be glad you spent a extra 500-1K to not deal with the hot mess of a show Pottery Barn is giving.

I have now ordered 6 PB sofas in 12 years and have loved each one. We purchase one or two with each move. We just received our Jake sectional, love it yet we also bought a Pearce sectional - our 4th Pearce and the cushions have no support. I can flatten them with one hand. The supplier says it's due to feathers. That's insulting. Cushions are a down wrap (1/2"). The foam core does not support a 180lb man or 120 lb woman.

The Anywhere Chair we ordered for our granddaughter last month isn’t anywhere near the quality of the one we ordered for her sister two years ago, and it cost $50 more. I hadn’t seen it until we came to visit this weekend, and I’m sorry I spent what I did for it. Her sister’s is much sturdier and looks newer than the new one, which is floppy and off center. Don’t waste your money - buy a generic brand of Amazon!

Ordered chairs online in March 2022 and told I would receive them prior to my move. Then an email saying that there was a delay exceeding move date. Immediately called to change address and was told I had to wait until chairs came into warehouse. Multiple attempts were made to CS providing new address and told repeatedly that product had to be moved to a different hub for delivery. Since July the chairs have not been moved to proper hub. CS reps are responsive. Huge disconnect at warehouse following through. Extremely frustrated and disappointed.

I am so utterly frustrated with my experience with Pottery Barn. We spent several thousand dollars to furnish our beautiful new home back in early July. All of the items we purchased, specifically were marked “in-stock and ready to ship” according to their website. We specifically bought items from this filter, as we did not want to deal with any COVID, transportation, stocking issues.

I wish I read reviews of Pottery Barn's shipping before ordering. I placed an order on Sept 1 for a sofa which was listed as "quick ship" and received an email upon ordering that I would receive a call from the delivery team in 12-15 business days to schedule delivery to my home. That has come and gone, and customer service keeps saying it will take another 1-2 weeks, and now another 2-4 weeks for the item to even reach their delivery hub.

We have been very good customers to Pottery Barn over the last couple of years. Like so many reviewers here, we have spent tens of thousands of dollars on their products and our living room looks gorgeous. It is important to note that everything we have ordered has had an extremely long lead time and we have always waited patiently for our items. We always thought we were waiting for quality, because that is the name Pottery Barn represents to so many of us, but I think the real truth is many things are produced in China.

Purchased a sofa for $2400 and quality does NOT match the price. Might as well go to Costco for half the price. The back cushions need to be fluffed constantly (every 15 minutes I'm sitting on the sofa) and it still doesn't help. They are deformed and not comfortable, nor do they fit on the sofa properly. The large slipcover is almost impossible to get back on (yes, I air dry) and won't zip up all the way down once back on. Severely disappointed.

This store practices unethical business practices. They advertise a 30 day return policy but be warned - ANY item with prices ending in $.X7 or $.X9 they will consider final sale. They tell you this NOWHERE on the item or throughout the check out process - it is hidden on some random page on their website. They shouldn’t be able to operate this way. I NEVER would have purchased my item here had they fairly disclosed this policy rather than hiding it to swindle people. There are better places to shop that are more ethical and have fair return policies. I won’t shop with this business again and urge you to go elsewhere.

Updated on 10/13/2022: Still no table leg/base. Still no contacts, support email does not work. Patiently, waiting. Feeling cheated.

Placed $13,500 order on July 8 and was offered PB Capital One Visa. Accepted special offer. The card would not connect to our PB account. Multiple calls (+5) to PB with no resolution although promises were made to correct and respond. Never received followup as promised. Gave up on card error being corrected and began tracking order. Delivery pushed out by four weeks as is SOP for PB these days. Tracked shipment with items being available at distribution center but not at delivery center. Note that these centers are next to each other in NC!

I placed a 4 piece sectional order in store at Merrick Park - Coral Gables, Fl on 6/11/22 with the estimated delivery date of Aug 18 - Sep 3. The order was placed with a delivery request of holding the items until all items are delivered in a single delivery. Since then I was charged for the pieces as they became ready for delivery with the last one being charged in August and the entire sectional was paid for by Sep 2nd. I started to be contacted by Ryder's automated system to schedule delivery and I followed all prompts to confirm a delivery date. Since I continued to receive texts, emails, & calls I called them and that's when I got a different story from every rep that I came across; from Ryder and Pottery Barn alike.

Purchased the Henley Queen bed frame and dresser 5/21/2022. While I knew the estimated shipping date was 4 weeks out it wasn’t delivered until 7/7/2022. Upon receipt both the bed frame and dresser were severely damaged. The dresser was not usable and the bed was an eye sore. I called to request a replacement and was told it would be available to ship 8/11/2022. That day came and went. I made multiple phone calls to Pottery Barn customer service and each time was told they didn’t have a new ship date available.

I have been a loyal, enthusiastic even, PB customer for years. I have been a Key Card holder and have always made purchases using my PB Capital One card. In July, 2022, I had a concern/dispute about a large purchase we made for our new house and I contacted PB. Over an hour later, I still had no guidance, let alone a resolution. I am convinced the delays and long hold times were deliberate - they never had any intention of rectifying the situation. I continued to remind them that the CC bill was due and that we always pay on time, and in full, due to the high interest rate. A PB associate TOLD ME not to worry about the due date because the transaction had a claim opened on it. I did as I was advised and Capital One still assessed a late fee and then charged interest on the purchase. We paid for the PURCHASE in full at that point. All that remained was the bogus late fee and interest (both were fairly nominal amounts).

I ordered a Chapman Dining Table Because the sales person had highly recommended the table said her girlfriend had one. I ordered the table beginning of June. Was told mid July delivery date. The date was changed many times. Then finally a week ago I got a call the table was in Phoenix at the delivery place. Ryder the delivery company book my delivery for 0ct 1 AM delivery. 4 months after I placed the order. 2 1/2 months late I get a notification that they would at my place between 11:00 am and 12:30. At 11:30 I get a call that they had broken the Marble Top and wasn’t able to deliver it. No apologies. No remorse. It was like it happens all the time. Pottery Barn Charges a extra 400.00 White Glove service to deliver this item. I called Pottery Barn to find out what they were going to do to resolve the issue. After waiting on hold 15 min part way into the conversation the call was dropped.

Updated on 03/23/2023: Months later they continue to try and charge me and deliver this!!! So furious with their incompetence. I canceled again in January. Today they again tried to set up a delivery! This is crazy!

I splurged on a recliner for my family, hoping to make everyone comfortable on movie nights. I spent 6 months to decide on which recliner since they were over 12 grand. It had been rated as a top recliner, according to my search engine. We waited 4 long months for it to be made, and I just received it. I’m horrified at the craftsmanship. There are so very many defects, like holes in the seams, seams not finished off, the ottoman handle is ripped off, and it has crooked stitching. I know I’m a perfectionist, but something this costly, should be sown together well? I got this in the color/fabric in oatmeal Boucle’, and even though it’s pretty, I feel like if I breathe on it, it gets dirty.

Outside of purchasing the couch, the entire experience has been awful. We bought the Pearce Sectional couch and after multiple delays received it 4 months later. Within a few months, the couch started losing its shape and became very uncomfortable to sit on. We've been trying to get in touch with Pottery Barn for months and unless we wait over 40 min on a call (who has time for this?), we cannot get in touch with anyone. After multiple hour plus phone calls, we still have not had anyone formally accept our complaint. You would think after spending over $5k on a couch, the customer service would match the price. Would not recommend PB furniture to anyone.

Potterybarn and West Elm are using bait and switch with delivery dates of our furniture. They set up delivery dates and when the incompetent delivery team arrive they conveniently don't have your complete order. I am waiting on 4 different deliveries from potterybarn teen and west elm. I will not and do not recommend these stores to anyone. They are liars cheaters and deceivers. How are they still in business? No more of my money. Hell I could've gone to Ashley for better treatment. No problems with Arhaus whatsoever. I see

I just filed a complaint with the Better Business Bureau regarding my issues with Pottery Barn. I spent over 15K in furniture with this company and it has been a wild mess from the get go. Initially, I allowed Pottery Barn reps to give me the covid delay runaround and I patiently waited for my orders to come in. I finally have had it with this company after I spent a YEAR waiting for the matching bar for the table I purchased from them. They charged me for WHITE GLOVE SERVICE (A COMPLETE JOKE), the product and refuse to appropriately address and RESOLVE my issue.

We ordered 3 sets of curtains; including 3 rods, 3 sets of end caps/finials, 3 sets (5 total packages) of hanging clip rings and 3 sets (6 total panels). We were so excited to change our space with these beautiful curtains. We place the order at the end of August, at first they put 2 holds on our credit card and took 5 business days to be removed. We received 1 rod and 2 curtain panels after about 1 seek, the next week another rod, the rest of the panels and end caps/finials are delivered.

So disappointed and angry. I ordered my couch in January or February 2022, still not here. They keep telling me I'm confirmed for delivery - in writing - and then no show. I got rid of my old couch, had to pay a guy to take it away, and now we have no couch. October 7 will be the THIRD I am supposedly scheduled for delivery. Meanwhile my card was already charged today. I do NOT recommend this company.

UPDATED 10/09/2022: I know Pottery Barn is terrible (see my preview review), but I happened to order a bookshelf from them and now that I needed a matching pair, I had no other choice but to order from them again. Now, they keep delaying the order, every week putting a charge on my credit card only to cancel it a few days later and this has been like this the last few weeks. And they deny to cancel the order! Just cancel the order! What is wrong with this company? They are telling me that I have to wait for the order to arrive, who knows when, and then I can do a return! Can you believe it? There are much better stores out there.

I ordered 2 x Brighton Shelf 60x14 and when the contractors went to install in my kitchen discovered they were not correct. I returned both the shelves on July 29th. I was refunded for one about a month after the return and a phone call. I am currently on the phone for the 6th time waiting to see what they say this time about the refund for the second shelf (These shelves were purchased and returned together. Not separately). The last phone call the women who I spoke to was really quite rude and dismissive and said that I was not to be concerned what was said in the previous calls as she was resolving it and the refund would be made the same way I paid in 5 to 7 business days. It is now 12 business days later and still nothing.

Signed my lease to my New Apartment beginning April 1st, 2022. Bought my sofa from Pottery Barn March 28th 2022. I am writing this review today September 26th, 2022. My estimated delivery date was supposed to be July 21st 2022, which I was totally fine with. It has now been pushed out to October 26th 2022. It has been a total of SEVEN months going on EIGHT months and maybe NINE or not even. It is POST COVID, I am confused as to why people got their things sooner DURING COVID.

Beware. "Estimated" ship dates are sometimes to their distribution center only and do not show if item is backordered. All hidden and definitely false advertising. This was only found out after several customer service calls. Our order delayed several weeks from when "indicated" on ordering. If known ahead of time had other options. Really deceptive!

I really love Pottery Barn products and when I moved into my first apartment I was excited to get one of their products for my bedroom. However, I quickly learned why you should never order from the company. I ordered in early June, with the order meant to arrive in mid-June. However, I was informed, a few days before my order would arrive, that there were production issues and my order would be delayed a month. While frustrated, I understood that and waited. Only to not receive my order the month later. I did not receive any communication from Pottery Barn, notifying me of the delay as I had previously.

I ordered the Beverly sofa and the Celese Ottoman. Both took 5 months and had multiple delays. I finally got my ottoman only to have it damaged and fabrics that are suppossed to be the same, were not even close.

I ordered a Flax Pick-Stitch handcrafted cotton/linen quilt and and Flagstone Belgian Flax Linen sheets BOTH in California King. I received the the quilt in a QUEEN and the sheets in a FULL. How does this happen? Now I have to take time out of my busy day to ship the items back to you and also waiting longer for my items. I am without a quilt and sheets now for a couple of more weeks. Very Inconvenient and when a customer is spending well over $500 on your merchandise you would think there would be better customer service and a better resolution than the one that was provided.

Ordered the couch on June 1 and it was to arrive in August. It was delayed twice. Sept. 3 it showed it to be in their KC warehouse ready to be delivered but they never notified the company who does deliveries. Multiple calls trying to find out what was going on. Now they say it is in the KC warehouse but they can't find it. They are going to look for it and get back with me in 5 business days.

Ordered dining chairs from Pottery Barn on May 7. 2022. I know there is a global supply chain issue, so I was very surprised when I received an email stating I would get my chairs in June. In June I got an email saying delivery had been pushed back to July. In July, back to August and so on and so on. When I called customer service to inquire if my chairs actually would ever be delivered or would this game continue indefinitely, I was told that the chairs had been on backorder since I ordered them. Ok. So why was I ever given hope they would arrive?

After reading these reviews I'm nervous about my order, I wish I read them ahead of time. I went online to check the status of my dining room table set. Some items were ready to ship, and I saw that two chairs were holding up the shipment. Also, the shipping date was pushed back a couple weeks. I called to ask if they could ship the table with the white glove delivery and then ship chairs separate, as I do not have a table right now. Agent was extremely rude, and actually wanted to argue with me and raised her voice. It was very clear she did not care about my order or experience. After this, I'll NEVER recommend this business or shop here again.

In July, we purchased new beds and mattresses for our children. The beds were delivered as promised. The mattress delivery date was pushed out until late August. We waited. Then it was pushed to September. In the meantime, the beds are in the garage waiting. I called to see if they would offer any support. The price of the beds has been reduced (not even sale--just base price!) by hundreds of dollars. Spent hours on the phone to be told their policy is no reimbursements and if I didn't like it, I could return the beds minus an additional shipping cost. Finally had a delivery scheduled for the mattresses in mid-September. We spent our Saturday waiting with no delivery, no call, no update, and no customer service open on the weekend. Called during the week and they could not figure out why it wasn't delivered. However, now the next available delivery is in mid-October.

I recently ordered the Warren 22 inch nightstand, which was supposedly in stock. It was scheduled to be delivered this week but I just got a "backordered" notice saying it would hopefully be delivered next month. This is not the first time PB has sucked me in with an "in stock" promise but I discovered later that was a lie. I think this must be PB's ordinary business practice. The " Covid supply chain" excuse is getting very old.

Pottery Barn was such a disappointment, especially for how expensive their products are. This piece of furniture, as stated on their website under this product, comes with the white glove service. IT DID NOT. So we put it together ourselves. The quality of the item we ordered (bar hutch) was something you'd find on Wayfair for about $400. Things were broken. A drawer wouldn't completely shut. The holes for the screws on the back of the hutch weren't aligned, and we couldn't get the screws in. The hutch came in 4 separate pieces to all connect...well nothing connected or matched up. Part of the bottom stuck out further than the other side, and they didn't align at the top.

This has been the worst experience ever. They have over $15,000 of my money that I can't seem to get back even after cancelling due to their ineptness. I have now spent over five hours with them cumulatively on the phone. Then they send random amounts to me in e-credit when I was told it would go back on my credit card. I have never been so frustrated and disappointed. And don't get me started with the WHITE GLOVE delivery....What a joke. I figured the high fees for delivery must be because of the special service I would be provided. A guy in a Uhaul barely spoke to us then peeled out of the driveway after leaving the wrong products!!!!

We have spent more than $20k with PB since Feb and it has been a complete mess trying to get our sofas (~$8k), as the delivery dates have constantly shifted out. We were supposed to have a 2,500 sofa delivered in July, but apparently PB lost it and it was nearly impossible to even get their “Concierge” to even respond to me. It finally arrived mid Sep! I also left a message for the Algonquin, IL store who we worked with and no one ever returned my calls. We are still awaiting our leather sofa and the concierge said they no longer have an ETA, that it’s just in “fulfillment”.

We waited 7 months for these custom order chairs to arrive. The delivery date was pushed out 3 times. Additionally they held back a table that we purchased to go with chairs for months. Refusing to deliver it until the chairs arrived even though they delivered matching side table. It finally arrived severely damaged. The back of chair was completely broken, exposing the low quality materials and very poor packing. Coincidentally the box was not damaged at all. So either the manufacturer sent it broken or someone throughout the shipping chain repackaged it and sent it broken. The second matching chair had a dent. I expected way more from this company and for the price point being charged. This will be the last furniture purchase from PB and sister companies. We returned the two matching chairs and two tables - $5500. I will say their white glove delivery service was excellent and I did get a full refund without hassle.

I ordered a bed with Pottery Barn in March. When the bed was delivered in August, some parts were missing, which caused Pottery Barn to take the bed back, and reship it a week later. A week later, the bed arrives and parts are missing AGAIN. They leave the bed in pieces in my bedroom, and weeks go by with no word of replacement parts. I contacted several people in customer support, and was told everything from "we don't know what parts you are talking about", to "parts will be delivered overnight" (which never happened). Instead, they kept telling us that they were going to replace the bed again, but this also never happened. Even though I really wanted to keep the bed, Pottery Barn was unwilling and unable to fix the issue, so we asked for them to come collect the bed and refund us the money.

I'm actually floored at the terrible experience that I've had for the past month with Pottery Barn. I ordered a Banks table + 6 dining chairs on August 21, 2022. I intentionally marked 'in stock and ready to ship' as an option on their website. The SECOND I checked out, both of my items were labeled as 'backordered.' Okay. After about a day or two, the table suddenly changed to 'ordered.' Chairs didn't. On August 25, my credit card was charged for the table. For the next week, I watched eagerly as absolutely nothing on my tracking info was updated. I put in a 'where is my order' claim ticket on August 29. I heard nothing, even after waiting the 5+ business days. I have chatted with probably about 10 reps at this point and called twice to the PB customer service line.

We ordered a Larkin changing table topper and dresser from Pottery Barn kids back in May 2022. We were told at the store items were not back ordered. Our estimated delivery date was in July. Following the order, the estimated delivery got pushed out to August. Then when the delivery was scheduled only the dresser topper, not the actual dresser was delivered on 8/10. We called and they said it would come separately on 8/17 with a chair that we also ordered. That delivery date came and the dresser was still not delivered with the chair. At that point, I was told there was a labeling error and the wrong item came to the distribution center.

I ordered the farmhouse accent chairs on Feb.12/22. First, I was told the order date would be late May but to add a month due to delays as a result of covid. Then, when we went to pay for the chairs we were told we had to pay a delivery fee of $370 plus tax which in my opinion is a bit of an exaggeration. Once we purchased the chairs we waited till approximately mid June to call to inquire on the status of our chairs. We were told the estimated delivery date had been changed to July. We were not happy as we were never contacted to be advised of the change. We waited till July and again more calls made to inquire on the status of the chairs. With every customer agent we spoke to, a different explanation was given to justify the delay. The explanations ranged from the manufacturer has not started to build the chairs to we don’t know where the chairs are.

I paid $300 for “white glove delivery” of ONE small piece that holds my audio equipment. I would have picked it up, but that’s not an option. They showed up today to drop off the boxes…. They didn’t open them, they didn’t deluxe the furniture, they didn’t put it in place…. Just dropped them off. This is FALSE ADVERTISING at its best. I WAS going to buy a lot more from them but not now.

I ordered a sectional couch and several counter chairs in January. I completely understand that we have a supply chain issue globally and was very patient as they moved the delivery date back again and again and again over many months. In June, I got a call from the delivery service that my Pottery Barn furniture was ready to be delivered. They clearly state on their website that they will not ship any piece until the entire order is ready to be delivered. With that clear information in print, we got rid of our furniture to make room for the delivery. I was shocked when only one piece of the sectional couch was delivered. Over the next three months, I spent over 20 hours working on a solution and speaking with customer service. I was told that the rest of my furniture was in a warehouse about an hour away from my house, not a global supply chain issue.

I ordered a bed and dresser from Pottery Barn Kids on 28-MAY-2022. From what was advertised on their website as the delivery date to the delivery date on my email confirmation of purchase, the delivery dates had already changed by two weeks. I decided two extra weeks was worth it and did not cancel my order. The bed was due no later than 13-JUL-2022 and the dresser no later than 29-JUN-2022. Once July 13th passed I have called Pottery Barn customer service numerous times to see where my order was. First I was continuously transferred to the depot who kept telling me they couldn't help me. I had to contact Pottery Barn. I then asked to speak with a supervisor and I was told the bed was at the depot but could not be delivered until the dresser was there; they "don't do split shipments when the other product is due within 4 weeks."

I ordered a bed and mattress that were 'in stock and ready for delivery' for my autistic son who was moving into a program for young adults on the spectrum. I spoke to a Pottery Barn agent directly when placing the order to make sure the bed and mattress would be delivered when promised. I got emails saying they were coming on the date I needed them. I got text messages saying they were being delivered on the day and time I was given. I even got an email and text on the day they were supposed to be delivered and then one hour before the delivery time I got a phone call saying neither was available and were now on back order!! I was literally left scrambling to get an air mattress so my son had something to sleep on. I was promised they would both be there in the next couple of weeks. That was in JULY! It is now SEPTEMBER! The bed has apparently come in but without a mattress it is useless.

Saved up for a long time to buy 2 comfortable club chairs. $5500 for the pair with shipping. It was a very major expense, but we wanted a nice bit of furniture for the first time in our lives and went for it. After 9 months, the chairs had shipped from the manufacturer, but never made it to Pottery Barn. The chairs were lost. After a customer service rep assured me of a short delivery time on a second order, I agreed to have them put the order in again. That was a year ago. They apparently did not make a second set of chairs, but instead have been waiting for a year for the original chairs to show up. And PB will not not cancel the order until the original chairs are returned. A catch 22 where I get screwed.

After going through their online sales on their Canadian website, I tried to place an order for bed linens. I am in Nova Scotia and apparently they can't find shipping to this destination. The items I wanted are not breakable, not heavy or awkward to ship so what is the problem PB Canada. Ship or get off the pot! If Nova Scotia is so hard for you to find then stay in the USA.

I ordered more than $5000.00 worth of outdoor furniture on July 23rd that was specifically advertised as "in stock and ready to ship". My original date of August 2-18 came and went, and I have now spent more than 6 hours (most of it on hold with customer service). The first time I was told they couldn't offer me any concessions until my ship date passed. I called when that passed, and another supervisor promised to personally handle my account, but she had to look into it more. She never called me again, and here I am, more than a month later with some maybe in transit, some continuing to push well into September and beyond, and some with no update at all. I am now trying to resolve yet a 3rd time.

I placed an order for a desk late January, 2022 with Pottery Barn Teen. I was advised the shipping information would be updated when the desk shipped. On March 30, my credit card was charged the amount owing and it appeared the desk was being shipped. There were some billing issues and I contacted PBT about 3 different times in March/April to have them resolved. During this time, no one indicated there were any issues with the desk. I waited and still received no updates. In early July, I called again and I was told it was showing as en route but there was no further information.

After being contacted Pottery Barn offered two options.
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First issue, we purchased several expensive furniture pieces. After waiting a very long time to receive them, 2 of the items were damaged, and these were different shipments! Getting assistance on the phone is a difficult feat. Even more burdensome is getting replacements. The wait time for new arrivals is ridiculous. Second issue, we ordered clearance Christmas decor, in which 3 items were just cancelled without notification. Three additional items, which were ordered in July now state we will receive in January! Really? Why are they selling items they don’t even have? We are done with this company.

I purchased two sofas. I paid 5100.00 and the fabric stretched and sagged within a few months. After hours of conversation with customer service I was told there was nothing that could be done. This was after a representative told me she was able to order new ones to replace them!! Terrible quality and service.

Purchased an Atwell Metal Canopy Bed and Avalon Channel bed on 8/4/22. Product was showing in stock with delivery 8/11-8/25. Never received call to schedule delivery and now tracking shows no order history. Have not received refund for either bed or call from Pottery Barn. Worst service ever. All other reviews are accurate and my husband has surgery in two days and we don’t have a bed to sleep on.

** is my order number. I ordered July 16. It was originally supposed to ship Aug 7. And it sounds like a few pieces have shipped, but not ready to deliver. Meanwhile the price has dropped $600! They will 1) not let me cancel original order unless I pay the $300 shipping nor 2) will they give me $600 to honor the new price.!

I bought a whole bedroom set for more than $6000. I gave them notice 5 days before the planned delivery that they would need to send the COI by a certain time so that my building allows the delivery. Initially there were fake reassurances, but even after my persistence to obtain the right contact information, numerous emails, visits to the stores and phone calls, I was assured that this will be done. Then when push came to shove, said they would only do it by the end of the day right before delivery day which meant the delivery could not be accepted. I spent hours going to the actual store, sending emails, speaking with rude representatives over the phone (who hung up on me), and they STILL could not do something as simple and straightforward as this.

As a consumer you would think those working in the PB store would know how to order a sectional. I went to two different PB stores trying to find someone who knew how to place an order. The first employee built me a sofa with no arms and larger than I needed. The second time I went my sofa was ordered 1/2 slip covered and 1/2 upholstered. They proceeded to deliver it to my home after they told me that they would not be delivering it. There has been very little follow up since this process began. Not only is the sofa made wrong but it looks like a piece of junk! I split the sale and the employee made me buy gift cards to split the sale. Now PB doesn't want to give me my money back. Run don't walk out of this store!

I bought 6 Cline dining chairs from the Pottery Barn website for $184 each. I was checking the status of the order 3 days later and noticed the price has dropped to $153.30 each. I called Customer Service and they told me they could not price match my items and my only recourse was to return them and repurchase at the new lower price. That is a lot of energy, time and gas to spend for what is typically an easy remedy for almost any other retailer. It is also inconsistent with some of the resolutions I’ve read here. PB had actually reached out to customers and refunded the price difference as recently as April 2022.

Worst customer service ever. PB cancelled my order after months of shipment "pending," without any explanation, phone call, or email. I spent over an hour on the phone with them to inquire about my order, was told that someone would follow up with me the next business day, and received no follow-up contact at all. They simply cancelled my order without any explanation. I only found out after checking the order status myself online. Also ordered my son's school stuff from PB Kids, only to have the order "pending" shipment for several months; I ultimately had to cancel the order because it would never have arrived in time for school to start. This company really needs to get their act together. This has happened repeatedly with multiple orders from this entire family of companies. I will never order from them again.

I wish I had read these reviews before ordering from Pottery Barn. I ordered 3 counter stools for white glove delivery. The day of delivery I only received one. I tried contacting customer service, but of course after 3 attempts to get someone on the line (I was disconnected each time after holding for 30 minutes) I decided to go directly to a Pottery Barn store. While there I cancelled the order of the remaining counter stools, ordered 3 additional stools and again had to pay an additional $259 white glove delivery.

I purchased multiple items for my nursery from Pottery Barn Kids back in April, was charged for all, but still do not have the main items. My baby is due in August this month, and has nowhere to sleep. Even after contacting PBK multiple times trying to sort out delivery of the remaining items they charged me for, I received no response. Would not have purchased from them if I knew this would happen. Poor customer service and false advertising.

I purchased curtain rods and finials from Pottery Barn a little over a year ago for our new home. The glass finial fell off and put a hole in my curtain just recently. It was in our formal dining area with no one nearby. When I picked it up off the ground I noticed the glass portion is only attached by a small amount of glue. There was no wear and tear. I have spoken to and emailed many different representatives and was told to return the finial set. They sent me a return slip but have never sent a replacement or a credit. I have reached out numerous times and nobody will help me. I am still holding the receipt for the return through UPS. Item was sent back June 24, 2022.

I ordered a piece of furniture Jan 1st, expecting 6 months until delivery. I still don't have it. The tracking changes every 15-20 days and continues to push out. Customer service has been pleasant but of course never can answer. At this point who knows if I will have my order by the new year. I am beyond frustrated. It was a very expensive item and of course, I cannot cancel since it was custom made but they can take all the time in the world to get it to me. Worst experience ever. Please do not respond asking for me to contact support like you do everyone else. I have done that numerous times. I gave you all many chances before leaving a review.

I tried to contact PB six (6) times from 8/6 - 8/8/2022 and spent 20+ minutes on hold, was disconnected or received dead air during each attempt to contact. When I did finally get through to CS I spent 47 minutes on the line (time includes hold time) to merely cancel an order. The representative indicated she was having "technical issues" and that the order showed that it was in return status. This of course made no sense since the order had just been placed 24 hours previous and showed merely "ordered" on my side. Still, the representative assured me the order would be canceled by her and her manager once she was able to connect with her after we hung up.

My husband and I ordered a bedframe for our toddler and anxiously awaited the delivery. Not only was it pushed back, but when the delivery finally did arrive, the driver only dropped off 1 of 2 packages. I immediately got on the phone to contact Pottery Barn Kids customer service only to be disconnected after 15 minutes of waiting. I called back and sat on hold for another 40 minutes but had to hang up due to a work conflict. I have submitted two online requests for help and have yet to hear back. We (my husband, toddler and myself) are extremely disappointed in the carelessness and lack of attention from this company. Pottery Barn, PLEASE help us get our bed!

I purchased the Tacoma platform storage bed and headboard several months ago. Initially delivery scheduled for 7/1 cancelled 6/29. Scheduled the new delivery for 8/4 and only the headboard delivered. Now they can't locate the platform bed. They state it was left in my garage because my house is under construction. This is NOT accurate. The driver informed me only the headboard was in the truck. They brought into my home the headboard, 2 dressers, and a media console. They left the furniture boxed in my living room. They didn't even attempts to set up the furniture. The storage bed was never delivered. I have been on hold for hours to be transferred to the warehouse to be told they will call me if they locate the product. Currently the item is sold out. This is not 'white glove' service and clearly extremely poor customer service.

Had respect for Pottery Barn for years. Bought a beautiful Swivel Glider 2 years ago and had faith that even though the price was more that many other companies, I was purchasing a quality product. Six month after purchasing the recliner, I was having to fix recurring squeaks in the mechanism. I complained to the company, and since I was controlling the squeak, agreed to a partial refund of the purchase price. However now, less than 2 years after the purchase, I'm having to replace the chair because the glider mechanism is completely broken. It is leaning to one side, grinds instead of rocking, and has left grease on my new carpet. Horribly disappointed and heartbroken as it is a beautiful chair. Writing to warn others. Furniture repair I've contacted locally will not repair as these glider/recliners break so frequently. Will not buy from Pottery Barn for furniture again.

In June, 2022, I went to my local Pottery Barn store in Palm Desert, CA. and ordered 4 dining room chairs for a total of $2,234.81. I was told to expect delivery between Oct. 8 - Oct. 25, 2022, which I was fine with. I dealt with the store manager and asked her if I would be charged prior to the chairs coming to my home from the L.A. Warehouse and she said no. On July 15, 2022, my credit card was charged the full amount. I called Pottery Barn and they said the chair were en route and I should call and schedule delivery. I tried that and was told that they didn't know where they were or when they were arriving.

So imagine this? You go to Pottery Barn and spend close to 10k on a sectional. You wait several months (5 months) for the couch to be delivered because the material/color you selected was made to order. After waiting almost half a year for a couch delivery, you're ready for your new couch. It gets delivered and is missing a piece-which you don't know until delivery. Delivery team apologizes and says contact customer service. They try to compensate you less than 10% of purchase for a horrible experience. You get scheduled for the piece to be delivered. It gets canceled when they are downstairs because the piece is not on the truck (a 2nd time!). Upon additional hours of wait times trying to contact customer service we get a 3rd delivery date (avg wait time for customer service was 1.5 hours regardless of what day we called).

After much back and forth, Pottery Barn helped resolve my issue.

Updated on 09/10/2022: The company contacted me and finally agreed to ship out replacement items. I received several conflicting emails, including one just four days ago that told me the shipment would be delayed until February. Well today, the items (3 ceramic mixing bowls) arrived. The middle size was okay, but both the small one and large one were both broken, apparently in shipping. INCREDIBLY bad experience with Pottery Barn!

I purchased a sectional sofa in August of 2021. Original delivery was November 2021. However, this was delayed until April 2022 due to "Covid". I understood that this was a problem due to supply chain issues at that time, and was forgiving. The sofa was delivered and two right arms were delivered. One in the correct color and one in a completely different color and there was no left arm. After several attempts to contact a person in customer service, I was finally successful. Customer service ordered a replacement after a few weeks of trying to determine the best way to replace the sofa. I was assured at the time that the supply chain issues were fixed and that the replacement would be expedited. Customer service also had to schedule to have the incorrect sofa picked up--this took two months of the incorrect sofa occupying the garage.

This is the second time I have ordered an item online from PB and it looks like it soon be the second time my order is “lost”. We placed an order for a California King Farmhouse Canopy Bed 7/8 conf # **. The expected delivery date range was 7/18 - 8/1 which is tomorrow. I called customer service for status 7/24, I was advised the bed should arrive at the hub Monday 7/25 and that I would receive an email to schedule delivery. I came back mid week to see if that info was correct, it wasn’t, this rep told me she would open a ticket to communicate with the warehouse and find out why my items haven’t shipped, she said this would take 3-4 days for a response.

Company does not care about fixing mistakes or good customer service. We purchased a expensive Disney backpack. A week later we got a lunch bag. Called customer 4 different occasions. First time they said it was going to take about 2 weeks, when I needed the backpack for my daughter’s first day of school, and I also needed to go to ups to send the wrong item. She just said, "Sorry we can’t do anything else," so then I cancelled the order. Second time called and said send me the backpack since my daughter really wanted it. She said, "Let me send you the email," as soon as I received it they hang up.

We bought this bed 4 months ago and was excited to receive notification it was ready to be delivered. I cleared the bedroom, moved out the mattresses, took time off work, and waited excitedly. And waited…And waited…And they never showed up. They sent an original time of delivery from 12-4p. Then updated that via the online tracker to 1-3pm. As I waited, 3pm came and went and the delivery time on the tracker was changed again to 3:30, then later again to 4:46pm. When 5pm came, I called the office and you guessed it—the office was closed and no further delivery updates were given. There was no other notification or contact with an explanation or offer to reschedule. This is what you get for your $259 delivery cost.

I reached out to customer service by Facebook and by email. I also called and waited on hold for a very long time. Only once was I able to speak with a customer rep. Unfortunately, I was not able to communicate with their rep. due to a lack of English proficiency. I had recently obtained a credit card from Pottery Barn and wanted to make some living room purchases. I became discouraged and made purchases elsewhere. Pottery Barn used to have much better customer service.

On January 13, 2022, I purchased a York Sofa from Pottery Barn. The estimated delivery at the time was "12+ weeks." Month after month, I check online and it shows the delivery date getting pushed back, and back and back. It has now been 27 weeks, 5 days and I still have no end in sight as to when I might get this sofa. There is yet another new estimated delivery date listed online but, clearly, I cannot trust it. I resent the way that I was misled, over and over, by this company.

This is the worse company I ever had the displeasure of dealing with. I ordered a desk from them in April and they shipped me half the desk 2 months later and could not tell me where the other 1/2 (top of the desk) was after calling them and texting with them repeatedly. The top of the desk showed shipped in their website and it stayed in that status for 2 months and they could not tell me where the item was. I had to repeatedly call them to get a status and all they could tell me was, "It shows shipped but we need to put in a ticket to locate it." I asked for a tracking # and they said they don't provide one. What is worse is that I was lied to repeatedly when I asked for a status. It seems they were making stuff up 'cause they did not have a good answer.

While the product I've received is great, you'll wait an eternity to get it. There are products I am waiting well over 5 months with little to no updates on delivery. In addition, some of these items will go on sale, for them to not honor any of the new prices. As someone who waits months on end for these items, you would think the least they could do is make good business decisions to honor any price that product changes to until it's arrived at your doorstep. Who wants to pay a premium for someone else to purchase it for hundreds of dollars less and you've been 4+ months waiting? Do better Pottery Barn.

I own the fact that I failed to research the customer experience reviews prior to making a purchase from Pottery Barn, if I had I would have avoided all of this. Basically I purchased a Tacoma dresser, which was on clearance so I understand that it's a final sale, and a Benchwright coffee table which was on sale. The only reason I purchased the items was both said they were in stock and ready ship. Prior to completing the purchase and paying the +$300 for delivery, the site had the estimated delivery for both pieces as July 10, 2022. Fast forward to July 20 and the dresser (which cannot be returned) is showing as at the delivery center and ready to ship, but awaiting other items (coffee table). The coffee table has had a status of 'In Transit to Delivery Center' for over 3 weeks now.

We purchased a Belleair Single Sink Vanity for our guest bathroom. With not even three months of very occasional use; the countertop's finish has been left with what appears to be permanent etching in the finish from regular hand soap! This is either a manufacturing defect or they are knowingly selling sub-par products, because this cannot be an expected usage outcome in such a short amount of time.

I purchased and paid for two chairs on January 10th. I knew the chairs were on back order which was OK. I received a call in June for delivery of the chairs. The day of delivery, I received a call saying their computer system was down and needed to cancel the delivery. I received a call back from the delivery service to reschedule for delivery of "one" chair. I refused delivery of the single chair as I wanted to receive the full order knowing receipt of half the order would be a nightmare. Apparently, the second chair went missing. A search was placed but still no chair. Customer service listens and are very polite but the problem is still not solved. Note: my son is having the same problem with bedroom furniture. Time for Pottery Barn to get out of the business which is too bad as I like their furniture.

I was scheduled for 2 deliveries that never took place as my item had been lost but no one informed me of that. When I called to follow up, I was transferred a number of times back and forth from their warehouse to representatives. Always, having long wait times of 20-30 minutes. After all of that, they went to state that my item is lost and un-retrievable. They offered me 20% off a new item to correct their error but no one has assisted with that taking place despite a number of emails with customer service where representatives don't read the history of the case nor the implement any solutions.

I purchased a Snoo Smart Sleeper Bassinet from Pottery Barn. A few days later it went on sale on Amazon for nearly $500.00 less than I paid. I called customer service and asked if they would price match and they said since the item had already shipped (which hasn't even been delivered to me yet) there was nothing that they could do for me. I find this very hard to believe since I worked in Customer Service for 7 years with Northern Tool, and as a consumer EVERY store I have ever shopped from has no problem issuing a partial refund for something that goes on sale within 30 days of the purchase. Especially when Pottery Barn's website says they will match Amazon.

Updated on 07/14/2022: So far the only “response” is emails asking the exact same thing!! Replace Bots with people! Stop blaming things on the pandemic! This is unacceptable customer service. First the furniture was made in 3 months, that was expected, that’s the pandemic. Then my couch and chairs were sent to the City of Industry delivery hub, the couch was first and then the 2 chairs I ordered. All 3 pieces were scheduled to be delivered to me on July 8th. The day before the delivery the 2 chairs were misplaced. So they said they would do a dock search and let me know. No-one ever let me know.

Updated on 09/15/2022: After waiting over a year for delivery and countless attempts to get a straight answer from Pottery Barn’s customer service I received my items. I was promised a discount for my troubles of 20%. They gave me 15% and are now refusing to answer my emails. Great job Pottery Barn! I will never order from this company again.

Placed order on April 19, 2022. Was supposedly shipped June 8 when it went on my charge card and delivery on June 28. June 28 arrives change shipping to July 7 to July 28. Call customer service to check status on hold over 30 minutes only to get transferred to the delivery dept only to get transferred again to find the furniture was on schedule to be delivered on July 12. Very poor customer service and wait times.

In February we ordered a Paxton Power Swivel Glider & Recliner from Pottery Barn Kids for use in our nursery. It was scheduled for delivery in, roughly, late May - before our son's due date. The outside date on the delivery range came and went with nary a word from Pottery Barn leaving it to me to inquire as to what was going on. About 6 calls and a week or two later I finally get someone who submits a check with the vendor to see where the product is. They promise me a call back and, being that the customer service at Pottery Barn is terrible, failed to call me back.

This has been such a ridiculous experience. My couch was supposed to be delivered in early March, it is now July and still no word on if I will ever get it. They have had me going in circles for months now. They said they had all the parts but one was missing or damaged and they needed to get a replacement but the replacement hadn't been ordered. Why not?? They knew it was missing or damaged for weeks but hadn't done anything about it? So I told them that it seemed to me they should probably order a replacement and they said they would. Weeks later, still nothing I call again. The replacement order was never processed. I tell them please process the replacement order. They charge me in full for the couch. Weeks go by I call again asking about my couch. Still not ready. I call again a few days later, and again, and again, weeks go by, still not ready. I get told to wait for them to call me.

Pottery Barn has a very poor customer service besides delivery process, do not even deserve a star. Ordered a queen bed which was delivered in two pieces, they had to replace a week later and did not have any of their supervisors reach out for an apology for the inconvenience. Replacement bed again had marks in the headboard and bed side panels did not align properly. On top of all this they haven’t even bothered to resolve, think twice before you order.

I purchased 4 Caleb outdoor lanterns. They were used in a covered patio and the finish discolored and peeled off in many places. I have contacted customer support as I was asked to do by the store and they do not stand behind their products. I have been unable to exchange or receive a credit for these lanterns which failed to maintain their finish. I have purchased outdoor lanterns at Target and Home Depot that have done much better than these ones.

I was charged for my furniture on May 28. It is now June 27 and delivery had still not been scheduled. They have called twice to schedule delivery but when I call crack they tell me no available delivery times in my area. Today they called me at 11:43 and I called back at 11:58 and they had no available delivery times. I asked the women what I was supposed to if I cannot answer the phone when they call (I am a busy person, I have a life!), she basically said I’d better answer next time! It took slightly over a week between the calls to got. At this rate, I’ll never get my furniture that I have been waiting for for months and have paid for!!! I will never order anything from Pottery Barn again!

About 2 years ago we purchased some furniture and lighting for our new home from Pottery Barn. Unfortunately, one of the pendants broke by accident on one of the lights which happens. I went to order (purchase) a replacement shade and they couldn’t offer one, I would have to purchase a whole new light ($500). When the same thing happened to a light I purchased at a local lighting store, there was no issue with replacing the glass. Hopefully, someone finds this useful when making their decision to purchase from Pottery Barn.

We ordered a PB Modern Wingback Glider & Recliner for our nursery on November 4th 2021 to be delivered in January before the birth of our son. January came and went, our son was born and did not have the rocking chair we ordered to use with him. Delivery got pushed to Feb-March. Then May. Then June. By this point I tried to cancel the order, but they wouldn't let me. Finally it was supposed to be delivered today (JUNE 25th!!!) and on the day of the delivery they sent a link to track the delivery. Finally! We were going to get the rocking chair we've have needed for the first 5 months of our son's life.

I ordered a sofa in April. Was contacted a couple weeks ago to schedule delivery, it was scheduled for June 16. ON JUNE 16 after receiving 2 different confirmations in past 24 hours, I receive a phone call saying the driver couldn't find the warehouse?? "Someone will call you within 48 hours to reschedule." I was out of town so when I returned I realize its been 6 days and no call. I get on the website to find contact info and it says it was delivered yesterday??! I contacted PB via email, no response. I contacted them this afternoon via phone and waited the very long wait time to talk with someone. I explain the situation, the person on the other end tells me it was delivered, I tell her, "No, that is what I am telling you, it was not."

I ordered a bed for my child on 5/3/22 with an estimated delivery from 5/9-5/23. On 5/26 was finally contacted to schedule delivery…for 6/22. Fine. I understand backlogs and staff shortage. On 6/22 they show up and only have half of my order. When I called customer service I waited 35 minutes to talk to a person (I have called customer service before and the wait time is always this long), then she put me on one hold after another I think because she didn’t know what she was doing. Then she blamed Covid for only half my delivery actually arriving. Nonsense. So I pushed and she kept saying she couldn’t do anything so I asked to talk to a supervisor. She informed me it would be a 15 minute wait…without checking she knew it would take 15 minutes.

I purchased 4 washable velvet twill pocket curtains 96” in length. Label says they can be washed. I washed them as per the label instructions in cold water and hung them dry. Each panel shrunk 3”. I called customer service and while they were very polite they were not able to allow an exchange/replacement because too much time had passed from when I purchased them. Very disappointed that after purchasing thousands of dollars on brackets and multiple curtain orders over the years that they would not stand behind their product. Buyer beware and do not trust their labels.