Pottery Barn Reviews

Don't be in any hurry for your order. Placed order ($950) for child car seat and stroller (Nuna). Here it is 1/13/2020 and I still don't have my order. Had to buy another car seat and stroller. This was my last purchase from Pottery Barn as their customer service is non existent. First person we spoke to said they would credit me back 20%. They did not. The whole experience was a joke and unfortunately a learning experience the hard way. I will take my business somewhere else where they have accurate tracking of their orders and treat customers how they should be treated.

We purchased a $1600 bed and headboard from Pottery Barn. Within one year the supports that hold the slats under the box springs failed...broke in two. As I examined the damage I found that the wood used was essentially scrap that was finger-jointed in more than one place (ie: not a solid piece of wood). One of the joints was the first point of failure.

I bought a large piece of artwork (47" x 47") for the living room in my new house on October 4, 2019. The art is "custom" (meaning they probably add a few paint strokes over top of the printed canvas) so the delivery time was longer than usual - about 5 weeks. I was fine with that. My living room was designed based on the colors in the art, so I was willing to wait for the "final piece" to complete it.

Shocked that Pottery Barn has so many negative reviews and that I'm here writing a similar one. I ordered 7 furniture items to decorate a new living room for the holidays. The biggest centerpiece was delivered in the wrong size. I was told that I could keep the larger more expensive piece, but I advised them it wouldn't fit in my space. I was then told the original piece I ordered was no longer available. I asked them to sub it out with a similar piece and was told NO because it was more expensive than what I ordered. I told them that it was LESS expensive than the piece they mistakenly sent me so I was actually returning a more expensive piece for something less. This was all handled so rudely. I asked for a refund and for them to pick up the mistake.

I ordered a dresser from PB six weeks ago. I received 8 emails and texts confirming today's delivery which was scheduled between 12 and 2. I received a text at 9 this morning cancelling my order because they are out of stock of the dresser I ordered. I was told that I could choose a different item and having it sent asap. Needless to say, when I tried to do that, I was told by customer service that "the system won't let me do that". I expected that Pottery Barn would have a better inventory system, or at the very least, the ability to expedite the shipping of a replacement. VERY DISAPPOINTING.

I’m quite shocked to have such a poor experience with such a recognized brand in furniture. After cancelling my order and promising to match the price for something similar, and after many hours of calls for 10 days, I was directly told that they will not honour their commitments (literally sorry but we won’t do anything about it and good luck). They left me stuck with all my orders (on a tight timeline for furnishing an entire house during the holidays). Shame to the leadership and management of this brand.

Each time I have had to call the Pottery Barn customer service line I have had terrible experiences. Today I was cut off 6 times without solving my issue and when I called back the 7th time there were closed. First issue: if you order furniture and you need help with it you must call the main customer service line and wait through their options, then wait for a person and that person then must transfer you to the furniture group and then you wait on hold even longer for them. I've asked for a direct line and "there isn't one."

Ordered 2 beds for our kids in May and had the delivery date constantly delayed. After calling multiple times to find out when it would be delivered I was finally given an August date. The truck showed up with one bed! The order was for two beds. They said that was all they had. Called customer service who couldn’t figure out what the order was because they had an issue with their sku - even though my order confirmation showed 2 beds. I was eventually told that the other bed will be sent ASAP. Fast forward 3 weeks later. No bed. Called again and spoke to 8 different reps. Had a delivery date scheduled for late September. When the 2nd bed arrived they only had the rails. No headboard or base. I was furious. Sent everything back.

My email from Pottery Barn today said...Bonus Deal for you. Up to 30% off EVERYTHING ends today. Then when I tried to order a child’s Anywhere Chair for $139 (plus $10 for personalizing), the final price was $192! The SAVEMORE coupon code they offered in this ad did not work. When I spoke with a very nice operator she explained that this chair was ‘excluded’. So I guess that means EVERYTHING is really only SOME THINGS. I am VERY FRUSTRATED. When I tried to order this chair a few other times before Christmas they had other exclusions, including one sale on all furniture (I think it was 30% off), but this chair was excluded then and not called furniture. SO either this is a very special chair that will always be excluded or they are doing this to others by making our items ‘excluded’.

I ordered furniture back in November needing to have it delivered before Christmas for out-of-town guests. The furniture was in stock and was to be delivered between December 2 - 16. It is now December 23 and I finally heard from the shippers that it could not be delivered before January 16, 2020. I now have to go out and purchase an inflatable mattress so that some of my guests will have something to sleep on.

I spent the better part of a day trying to place an order, FOUR times. Four times I carefully reviewed and selected items, placed an order, received confirmation, moved along, and then later got a cancellation notice. Clearly they have a poor inventory control system. I'm done. Buh byeeee PB.

After my delivery date was moved two times, after three months I finally received the Big Sur sectional I ordered. Although it is a very nice and comfortable couch - it came in the wrong color. I ordered what was called ivory, based on the patches of fabric I saw at the store. The Pottery Barn salesperson also came to my home so we could review the colors in the room the sectional is now in. I specifically wanted to avoid white (for upkeep and color reasons) but go with a softer, neutral tone. However, the sectional I received is very white. Even the store contact admitted it was a couple shades off. He put me in touch with the vendor, Sutter Street, who makes the couch. They are the ones (not Pottery Barn) who can do something about this... meaning they are the only ones who can replace the couch I received for one closer to expectations. However, Sutter Street responded and said that although the color is off, it's within their acceptable range and would not reorder.

I researched sofas for about a year and ended up ordering a Pearce Square Arm Upholstered 72" sofa in Storm Blue - Washed Canvas. The sofa is really beautiful. Unfortunately it's extremely uncomfortable. Very hard, the seat seems to tilt a bit down in front. I bought this particular sofa because of the deep seat. Be aware that the measurement of the seat depth which I believe is stated as 24 or 25 inches is a measurement to the back of the sofa without the back cushions. The back cushions are stiff and hard and take up about 10 inches themselves. I have bought oversized throw pillows to replace the back cushions but it's still the most uncomfortable sofa. I'm so disappointed. It may be that I made a serious error in the fabric I selected. If you still want to go with this one, order a soft linen or something. Still the stuffing is the issue, making for a hard, painful experience.

I ordered three Christmas gifts for three sisters. All were same item monogrammed. I received order confirmation and bill a couple of days later. Then I received delivery email, one item was being mailed separate. I called customer service to check on this as it was a Christmas gift. I was told email was an error and all would be delivered, one in separate package. They sent updated what I thought was correct email. I received two of the items including the one that was suppose to be late. Received more notifications of delivery date, checked again. I again checked on missing item today. I was on hold with three customer service people all afternoon who were extremely rude. I was told item was out of stock. I explained that I had called before to check on this and it was a gift. Customer service person thought this was funny. She offered to check on it at which time disconnected me.

Buying at PB stores directly, no problem. Ordering from either their online store or directly from individual stores is easy, but very poor processing and shipping. PB will charge your card immediately and in my case failed to ship until I called them 5 days later to check the status. Only then did they create a label for shipping. Moreover, PB individual stores aren't able to provide email a tracking number for follow-up. You have to call them again for follow-up. Strange since they can email your CC charge. Perhaps they should follow the leader (Amazon) and only charge your CC when they ship. And there is the expectation: Amazon has set the bar so high for customer satisfaction that brick & mortar and even UPS/FedEx have a hard time to match. Bottom line: don't expect much when ordering online or direct from PB.

I paid a lot more for overnight shipping. It left the distribution center on Dec 4. I am not scheduled to receive it until Dec 9. What the hell? Does overnight mean 5 days. We had our family Christmas on Dec 8. Sorry, no presents from Pottery Barn. Buyer beware!

Updated on 03/16/2020: Do not buy furniture that takes 6-8 weeks to deliver. I ordered two identical sofas. I'm on month SIX! 6! 6! I mean 6 months and still no sofa. I don't even know how to express my anger and frustration. There is NO EXCUSE! I received one sofa three months after ordering, it had a defective slipcover. They sent me another slipcover. Their excuse for the second sofa not being ready is that they have the frame but not the slipcover. They have charged me for it. I have paid it in full. If they can make a new slipcover to replace the defective one in a month, why can't they make one to finish my sofa that's been sitting there for months and months???? Now I hate pottery barn with a passion.

I have waited years to purchase my dream sofa from Pottery Barn. I ended up making a large purchase and bought a sofa and four leather chairs. I made the purchase September 1st 2019 and the furniture kept getting back-ordered. I was told by customer service that they would ship the furniture if it would be more than 4 weeks before the rest was finished. I've been going back-and-forth with them trying to make that happen and I keep getting conflicting information saying "yes they can" and "no, they won't." I wish I could just cancel my order and I wish I had looked at this website before I made the purchase. Waiting 5 months for furniture is ridiculous. Very upset and still no word on when it will actually get here. I feel scammed. Almost $9,000 spent. I expect quality service with that price tag. Please beware before making a purchase.

This company has the worst customer service out there. We ordered some patio furniture months ago. They would tell us it was going to be delivered by a certain date then the order would get pushed back a month, then another month. You call them and they have no idea where your order is or they just hang up on you. Hung up on us twice! We had to cancel part of our order because we could not get an answer when it would arrive. We have asked a manager to call us back but have heard nothing. A company this size and buying power should not have issues like this. We will never order from them again. I wish I could give zero stars!!!!

My husband and I signed up for the Pottery Barn credit card to purchase a few items for our home. They had a great promotion so we thought why not? WORST decision. My husband constantly got charged interest even when we paid our bill in full! In addition, their reward program is a nightmare. We tried using rewards and to use the rewards you have to use the PB credit card. The rewards would never reflect on the PB credit card statement and my husband would spend HOURS on the phone with customer service who would do the bare minimum and nothing more. Honestly we will never purchase from Pottery Barn again. To think we spent thousands. And the furniture we received was another story. Honestly stay away. PB is just a name with horrible customer service and products that don’t last.

I purchased a bed back in July 2019, due to construction on my house I had to push back my delivery from Sept. 20 to Oct 17. The bed I ordered in the color I wanted was a "made to order" order. When Oct.17 came around I got an email from Pottery Barn saying that they had to push my delivery back to Oct. 28 because there was a part of the bed missing. When Oct. 28 approached I got another email saying it was once again pushed back to Nov. 6th. The November 6th date was then pushed to Nov. 20.

I ordered a couch and they said it would be 6 weeks. I am now in week 12 and still don't have a couch. I ordered this to have in time for the holidays. Well trick is on me... I have no couch for my home on the holidays. When you call you have to wait to get a customer service for 15-20 minutes. Then they transfer you to furniture which is then another 15-20 minute wait. At 37 minutes and 24 seconds of waiting and being transferred to the right department they drop the call and you have to start all over. This place is a sham... the worst customer experience ever. I recently used Wayfair and had a great experience. I recommend them and Arhaus over PB... I will never buy anything from there again and vow to tell everyone I know of this horrible experience.

I ordered four stools in mid August and one arrived broken (i.e.the wood was split in half). They told me the replacement would be arriving on three different dates - all of which have come and gone. Now, four months later and sincerely tired of having one family member stand through every meal we've given up. And stock analysts take note: Williams Sonoma, the parent company, has a major fulfillment and customer service issue. Once was a loyal customer but now I'm heading to Wayfair.com or just about anywhere else. Don't waste your time with this company. Williams Sonoma Order Number: **.

I ordered a bed from the Greenville, SC Pottery Barn in August this year. I specifically picked a fabric that the salesperson told me was available and that the bed would be delivered within 3-6 weeks. After the six weeks expired, I called to find out that the bed would now not be delivered till the end of November. On the day of the delivery November 26th, after bringing the sideboards into the house, the delivery people told me that the headboard was not on the truck. I had them take the sideboards back.

On 11/3/2019 we ordered 4 stockings - two customized for two kids in a new blended family. Our first year altogether. When we got the stockings my son's name was spelled wrong. We checked the confirmation it was spelled right, Pottery Barn had gotten it wrong!! We have now talked to 6 Customer Service Reps, been lied to by at least 3 and now the stocking, on 12/2/2019, after a month trying to get a correct one is back ordered!!! A Customer Service Lead believes that having me pick out a new one, refunding the personalization and overnighting it (at the goodness of her heart) will be enough to make the last month fighting with Pottery Barn worth it. I did everything right as a customer and Pottery Barn's solution is NOT enough. My son was upset, my husband felt guilty for his new stepson's upsetness, and it's too late to get anything worthy of getting from another company (anything I want is sold out).

I placed an online order (glad it was the small order) and had forgotten to change the shipping address to my mom's address. I contacted Customer Support literally right after submitting. The agent I spoke to was nice but they refuse to change the address or cancel the order. She told me she spoke w/ a supervisor and even she said the same. An address change is one if the easiest changes to make on an order. I feel like if they won’t help w/ something this easy I’m not comfortable purchasing large items. Love their merchandise. It gets a 5 ⭐️. But the customer service only 1 ⭐️.

I ordered a small wall entertainment unit with cabinets and shelving to hold my TV and provide much needed storage. The unit is listed as "white" in the catalogue, but it is actually a yellowish cream-colored white, not a true white, and it clashes with my kitchen cabinets on the other side of the room. At the same time I ordered the wall unit, I ordered a fake fireplace surround and electric heater. I paid for white glove treatment on the whole order, so that all the items would be assembled and put in place in my home. The wall unit was put in place, but the fireplace surround was not, because it was not already assembled.

I returned two items and was only credited for one. The bedding item I also returned was $169. And have been trying for 10 months to get a refund. They keep telling me it will get credited and it NEVER does. Reporting fraud to my credit card company because it is!

My experience with Pottery Barn was very dissatisfying. Here’s the deal: I earned then spent $450 in rewards on a couch. I then sought to cancel the couch and was delighted when told that I could; I had seen on the timeline that it was not in production yet. I was given a confirmation number and told that the rewards would be reissued in a few days. They would not expire, I was told, so no worries. The rewards did not show up. I called and emailed. I got a changing set of uninformed answers over the course of six emails and two calls – wait a bit longer; you likely got 0% on the card (I didn’t) so no rewards; we can’t access your account; send us all the dates/numbers/amounts so we can look this up, and so on.

I purchased a leather recliner about a year ago for just under $2,000. I saw the chair and ordered it through a mall store. I was worried about the quality of the furniture and asked the saleswoman if the upholstered furniture was made in the USA. She told me yes, of course. That made me feel I would be getting a quality piece of furniture. Very disappointed to find a "made in China" tag on the chair. I have ordered better name furniture in the past - Century, Stickley...still holding up after many years of use. This relatively new chair from Pottery Barn is already having some lateral movement and my biggest complaint are the legs! The legs are not part of the frame but rather attached to the frame. Whenever the chair is moved at all, the tacked on legs rotate. I have had to get down and re-adjust the legs so that they are in their proper positions. I do not recommend this cheaply made but still quite expensive upholstered furniture!

I purchased a sectional sofa on Nov 13 the day before a 30% sale event was closing. Mind you I won’t receive it until mid January. It was a custom piece so no changes no returns. Leslie a store designer at the Lynnwood, WA store assisted me. The next day I called to change the color, same fabric different color, no price change. I left a message for Leslie (who made a commission) to request the change to another color. She had another person return the call with a “no, it can’t be changed”. Not even the courtesy to call me back herself. I called corporate and was told the same thing. The sofa has not even started production. I’m very upset but because of a recent stroke I’m trying to stay calm. All I can say is I will try to like the color I ordered. I will never set foot in a Pottery Barn again!

I purchased 2 custom built leather recliners, and one had defective leather on the footrest. I advised and sent pics. After PB made an initial contact and accepted the claim they disappeared. When the leather failed as expected, they denied saying they closed the claim. Convenient for them.. I never agreed to close the claim! Avoid the frustration of this company with ZERO customer concern. The good news is that I’ve saved money because I no longer shop with PB or their affiliate stores (same Customer Care folks). The furniture we received was substandard and not worth the high prices they charge. Both the chairs are aging much faster than expected and I regret the purchase.

Missing and damaged items in online orders followed by unfulfilled promises to remedy are constant issues. Poorly spoken and disinterested "customer service" reps that will just hang up mid-conversation; long waits on hold to try and resolve issues.

I am so grateful this was a small purchase. I was originally sent 2 different knobs! I called and they did not send the replacement knob ($9 item) until I made it to UPS to return the wrong one that was sent! Once returned the new item was shipped out, in the meantime, I was without a knob to open the cabinet! The new knob arrives and it is also not a match! I call and ask if they could just send me a new knob before I send the other because at this point I will take any two that match! Well they agree but I wait 10 days and follow up no knob. The order was cancelled....why? I have not idea! Since it's only $9, I order another one and I am still waiting on this order. They just keep sending me survey on how their customer service was.... well terrible!!! This really makes me hesitate to order anything expensive from here as I cannot imagine what a nightmare it would be if you had any issues!!!

I ordered furniture in Aug. Couldn't believe the delivery time was 3 months. Within less then 24 hours later the price went down. I called customer service and was told they have a no price adjustment policy. I asked to cancel my order and I'll reorder because it's not coming for 3 months anyway. They said they can do a 1 time courtesy. Ya right...whatever. They made notes to charge the correct price upon receipt.

We wanted a very well constructed, durable bathroom vanity, cost was not the issue. IT was going to be in my home for a very long time. (So I thought) I thought Pottery Barn and their family of brands would fit the bill. You can not see quality online. I ordered a bathroom vanity (even though it was about twice the cost). I was told the only way they could deliver it was via "White Glove Service" which cost $250.00. WOW, that is the most of anyplace else I researched. I thought that to mean they would bring it into your home and assemble it. WRONG! They delivered an inferior product at an OUTRAGEOUS COST! Difficult to return this would be an understatement. ABSOLUTELY NEVER, EVER AGAIN. Think twice before buying furniture online from this organization. POTTERY BARN WAS A BIG AND COSTLY DISAPPOINTMENT. Lesson learned!

What started as an exciting purchase turned into the worst online purchase experience ever. Stay away from ordering furniture through Pottery Barn online unless you want to be sorely disappointed, have your order delayed, spend hours calling the customer experience department to find out where your furniture is and then end up sending it all back because it finally gets delivered without the correct hardware a month later!

I ordered a chair from PB teens, and wanted to see if the my reward discount was applied to the total. The lady failed to find my order nor with my email, address, order number. Her attitude and tone of her voice made me think, she doesn't want to work. I have been PB customer for 10 years now, with lots of funiture. I feel their management for customer service is going down. I feel I am wasting 30+ minutes on this unpleasant experience. Hope PB provide survey after calls from customer, so they know their attitude will matter to their careers.

My wife and I had a $50 gift card for Pottery Barn. We'd never been to a Pottery Barn, so we were very surprised at how expensive everything was! While most items looked nice, nearly everything was out of the range that we were looking to spend and tended to feel overpriced for what it was. In the end, we ended up only purchasing a can of silver cleaning compound that came out to over $30! I'm not sure what in the world we'll do with the rest of the gift card. The associates were friendly, but tended to steer us toward more expensive items, so we found ourselves avoiding associates until checkout.

Despite Pottery Barn's lack of response to an inquiry about a bed I was considering, I ordered the product. On the shipment day Pottery Barn cancelled an order without notifying me. Note that despite the overall 3.5 star reviews, for the last year reviews have been almost universally 1 star.

Always given status of shipment and order, easy refunds, great customer service little or no complaints. Easy methods to follow up and information is always accurate. Prices are most often competitive and delivery date are very accurate.

I purchased a desk and chair for my home office and couldn’t wait to get it. Unfortunately, Pottery Barn’s delivery service delivered it to the wrong house and the person at the wrong house forged my signature on the delivery acknowledgment and kept my $1,200! Now the police are involved. I asked for a full refund and canceled my credit card but they transfer you to a furniture department/customer service then that department transfers you to loss prevention where you leave a voicemail. WORST customer service ever. AND they charged me interest. Very disappointed since I’ve been a customer for the last 5 years!

Think twice if you need furniture by a certain date even if you order well in advance! Ordered a simple sofa on August 25th and the delivery date was given as 6-8 weeks - never delivered and the date has been changed 3 times and I still do not have the sofa nor any explanation as to why the dates were missed. Additionally, Pottery Barn seems to have no way of contacting THEIR vendor directly to find out what the problem is. They have to go thru a ticketing system and say that they will hear back from the ticketing system within 48 hours - DID NOT HAPPEN. Still in the dark as to what the problem is and if they will actually deliver the couch within the most recent time frame. Their customer service could not give me ANY answers, changed dates and promises to call back repeatedly. Additionally THEIR VENDORS have 0 accountability to the Pottery Barn or the customer.

I beg each and every one of you who are thinking about buying a sofa from Pottery Barn that you DON'T do it. I have been waiting 6 weeks already and I have gotten three emails delaying it now out to January 6th. They have no idea why when you call and the CEO of this company is a moron. This company is a mess. I say fire the CEO and replace him. How can a furniture place not be able deliver a sofa in a decent timeframe? This is a disgrace. I have been talking to people that have cancelled their order because the furniture never came. This is a case of a horrible CEO running a great company to the ground. I would never never ever order or buy another item from Potterybarn. There are so many other options and guess what? They own Williams Sonoma which is closing all their stores one by one and they own West Elm so don't buy there either. Take my warning please... You will thank me on.

We initially purchased a rocking chair with white glove assembly and delivery. Chair didn’t rock well, due to a assembly defect in the rocker leg where the bolt is screwed in misaligned to the bottom frame. Husband called and asked for refund. It’s already passed 30 days so we got a gift certificate instead. Painfully rearranged the pick up and 3 wks later they finally came. We had to hold baby to sleep everyday and night till replacement came. Then we bought baby crib, and again a disaster. One of the holes on the frame was 1 in off causing mattress to be tilted in the one corner. Called again and asked for same day replacement. Spent an hour on the phone only to wait for supervisor to call back. What a disaster. Never buy furniture from Pottery Barn again!

I have always enjoyed shopping with Pottery Barn! Many times I have used their ideas for decorating my own home! Each item I have purchased has always been a quality item. I enjoy watching for their sales as their styles are timeless! I would recommend this store to all my family and friends!

I ordered a rug at my local store in Salt Lake City, Utah. The customer service was great, but after that, I wish I'd ordered a rug at another store. The rug was ordered September 6, 2019, and the receipt I received showed the delivery date as Sept 18-Oct 2. Due to the size of the rug, and the fact it needed special delivery, the sales woman told me the delivery would be closer to October 8.

I love Pottery Barn's style, but it is not cheap. I got my flameless candles at Pottery Barn, but four different sizes cost more than $100. However, they are the most realistic ones on the market. I also was able to find a large French memory board (part of a wall system) that I couldn't find elsewhere.

I ordered some quilts online and they were wonderful. They were very soft and made very well. They arrived in about 2 days. They have held up very well in the washer and dryer. Pottery Barn carries very nice items. The website was very easy to use.

I have shopped at the Pottery Barn for several years. The store has quality items for sale. The Pottery Barn is innovative and can be trendy.. but also has a lot of traditional items as well. I really enjoy going and browsing at the Pottery Barn.

Always a great experience, even if browsing for ideas of DIY in great home décor. I've shopped in several locations and the stores are always incredibly neat, comfortable, the merchandise is presented in easy-access so, seldom is it necessary to call for assistance. Merchandise is clean, which, to me, is extremely important. The sales people always appear to be happy about their work, and are knowledgeable about just about every item in the store.

My mother purchased the CUTEST kids chairs for my two tots on Pottery Barn Kids. They are these cute little chairs that are just perfect for kids ages 1-6 that have a custom color cover and their names embroidered into them. Both Dakota and Trenton love theirs. My mom always shops there so I guess they must be really great LOL. I have gone online and shopped at Pottery Barn and it's a good customer experience. Yes things are pricier there than what you would pay elsewhere but you're getting quality items that stand up here, people.

We live busy lives and once in a while we forget to make payments, especially when you last late payment was 10 months ago. I called today and spoke with a representative named Miguel. From the start I knew things were not going to work out well for me as I didn’t hear the friendly tone of voice from the beginning that most customer representatives have. I explained to him I forgot to make this months payment and wanted to know if he can waive the late fee.

Order placed 4/28/2019. 2 pieces ordered. Hadn't heard anything all summer, so in September I started calling weekly on my way home from work to find out what is going on. No one gave me a straight answer - it was always - "we are waiting for both items to arrive to delivery center". I'm not sure how it takes 5 months for that to happen. On one of my routine weekly calls, I was told that both pieces were ready to go. If I hadn't called, I don't think anyone would have let me know. No communication from their end.

The only reason I signed up for Pottery Barn credit card was for the differed payment plan. As a result, I purchased a sofa earlier than previously planned since I was told I had 6 months with no financing charges to pay off the balance. To find out to my absolute shock and dismay that was not the case and I have been charged almost 30% interest charges every month which is absolutely ridiculous. This false advertisement is absolutely wrong in every way. I feel taken advantage of and I don't want anyone else to fall into this trap. There is no way Pottery Barn or its creditor should be allowed to falsely advertise in this manner. I'm absolutely livid and disappointed in our current system of checks and balances.

I had never ordered anything from Pottery Barn so I didn't know what to expect. My husband and I purchased a chair, couch, end tables, coffee table and lamp. We spent a lot of money at PB! We received a broken lamp, a coffee table that had only 3 legs , a re-order on the coffee table that had a chip on top and the delivery service for our couch and chair was terrible!! When we were finally able to reach the delivery service for our couch and chair (they don't return calls) they arrived and carried the couch to our front door and one of the guys said "it's not going to fit."

I rinse the area 3 times with clean water, but would not remove pink stains. This fabric cleaner ruined my beautiful curtains. I contacted Pottery Barn customer service 8 times, after a very frustrating 9 days, dealing with 8 different people, I was told they would not be responsible for my $687.00 loss. During the last 10 years I have been a very loyal customer spending 10s thousands with them. This is the last purchase I make with them. This is a message to other Pottery Barn customers”. BEWARE. “DO NOT PURCHASE THIS FABRIC CLEANER.

I'm an infrequent shopper with Pottery Barn. I shop there once in a while and in the past year or so it's not been a good experience. There is some kind of disconnect with on-line sales. They send you emails that your item is in transit but can't provide you a tracking number. After talking up the chain to a supervisor you find out the item was never in stock in their distribution center in the first place and there were never any to be had and nothing shipped. But I was billed for it! Billed not only for an item not received but never shipped!! This is the second incident in 9 months. The first time late last year, I had ordered a piece of furniture on sale and it was in stock. Then a week later it's backordered. This continued for three months. In the meantime it was continuing to be offered online and on clearance! What is going on at the Barn? Well I don't care because I will be shopping elsewhere.

I ordered curtains and a rug from the website. I knew the curtains were on backorder till early Oct, but my email confirmation said May 4 was the delivery date for the rug. I thought this was an error since it wasn’t back ordered. The email response from customer service about the rug said the rug is being processed for shipment by their vendor and when it comes vendor shipped times, they do their best to give accurate estimates based off information from the manufacturer... so no real confirmation that May 4, 2020 isn't the delivery day.

Pottery Barn took my order for some artificial flower stems and never delivered. When about a month later I contacted Customer Service I was told the item was on "backorder". Oddly, the item was available on the website for sale. After another month I again called customer service and was told the item has long been sold out - and Pottery Barn, of course, notifies customers in that case. I have never been notified of anything! Oddly enough, months after I had ordered the flower stems, the item was still available for sale on the website! When confronted, the customer service representative argued that Pottery Barn sometimes is slow in updating their website - I'd say! To me this looks more like a shady business practice to attract customers and then let them hang. This has been my first and last order with this unprofessional company.

We ordered an Upholstered Bed for our Master Bedroom from Pottery Barn. We also ordered a Dresser and matching night stands. First issue was the dresser was on backorder but they were going to deliver the nightstands ahead of time (two week time frame). When we were expecting the night stands (after the two weeks) we called to find out why they did not get delivered. They said they sent an email saying that the night stands were also on backorder and did we still want them. They send so many emails that end up in SPAM that we missed seeing it. They cancelled our order without ever calling us to ask if we wanted to wait for them. We reordered the night stands.

I paid for a Sussex Polished Storage Bed for delivery at my daughter's apt on 9/29/19. We had to cancel delivery because my daughter could not get out of work and said we would reschedule. Today I called to reschedule, because whenever she calls she is put on hold for 20+ minutes. PB delivery told me that my daughter's bed had been delivered on 9/29/19 at 1:45 and that they have my daughter's signature. This is not true. Her mattress is on her floor and she was at work. Yet PB won't show me the signature.

In August 2019, I ordered two extra-large vintage round mirrors from Pottery Barn for receipt August 15th, 2019. I received two glass West Elm coffee tables instead of the mirrors I ordered. I contacted Pottery Barn, advised them of the incorrect product delivery, the mirrors I ordered were now on backorder until January 2020, so I instead asked for the mirrors to be refunded. It is now September 16th, 2019. I have called three times since my initial call to customer service. The supervisors who have had the request to schedule a pick up, as the two large coffee tables are very heavy, have yet to move forward with the "request". I have yet to be refunded for the mirrors which totaled $700.00.

Placed order for the above-identified shades on July 5, 2019. Order Confirmation listed an estimated delivery date of Aug. 1 and cited a tracking number that did not track(?). On Aug. 1 - nothing! When I checked on the order on-line it now cited a new delivery date of Aug. 28; when calling Pottery Barn I get a convoluted explanation as to them using a contracted vendor manufacture and send the shades. I filed an on-line inquiry that I never received an answer to. When repeatedly calling to get a better explanation - I don't get an explanation but rather a convoluted explanation about this being an 'internal' tracking number pertaining to the vendor and Pottery Barn. I get promised each time that they will find out what the problem is but no one ever gets back with me. Then on Aug. 28 nothing.

Ordered bed in May, delivery scheduled for June. Broken bed came a month late in July, delivery men noticed & sent back. A month late the SAME BROKEN BED was delivered. It is now September and after being informed the bed would be delivered early September I just received note that it should arrive some time in October. SIX MONTHS LATER. In fact, at one point during the countless hours (well over 5) spent on hold with their customer service reps I was put on hold for TWO hours by a rep who then transferred me to her manager at the end for he two hours... shockingly horrible. My business is lost. If you’re looking to spend 10k on furniture, I'd recommend taking your revenue elsewhere. At this rate I’ll move apartments before I get the bed I ordered.

Be careful when ordering from Pottery Barn, you may be paying for the products which you do not need. Yesterday evening I ordered some rugs from Pottery Barn online. I placed the order since the website showed that the rugs will be delivered by December 8 this year. Together with the rugs I ordered required rug pads. It was a significant charge of over $3100. This morning I finally received an e-confirmation of my order from the Pottery Barn. It showed that the rug which was supposed to arrive in two weeks will be arriving by December 8 (three months), and the two major rugs which were to arrive by December 8, are going to be arriving in six months, by March next year.

Hi, I ordered a mattress on Aug 26th and it was showing it would be delivered the following week. It's now been over 2 weeks. I can't track it at all. When I choose the tracking information it hasn't moved. I've called Pottery Barn customer service now 3 times and each time I get a different story about when it's going to arrive. They have all said it's in New Jersey. Someone has dropped the ball. This is the 2nd time I got terrible service with pottery barn. My college son has been without a bed for over 2 weeks. They said if I cancel it they will charge me for shipping even though it's not left there. Very disappointing. They just lost a great customer. I'm closing my account and never shopping there again.

I purchased a couch in July 2019, and booked the delivery a full month ahead of the delivery date so I could get a Saturday Delivery. I work 5 days a week and cannot be at home to take a delivery during the week. I called Pottery Barn Friday September 6th to verify delivery was on track. I was told my couch was set to be delivered Saturday September 7th as scheduled. At 8:15 on the morning of the delivery I received a call informing me that there was no room on the truck, and that my delivery had been cancelled. I asked to be transferred to customer service and spent 90 minutes being transferred several times to various people all of whom validated that this sort of thing happens often, and they were sorry I drew "the short straw" on this particular delivery day.

I purchased this item on July 8th and was given an estimate for delivery on Aug 11-25 as I was not informed on the timeline until after I had already purchased this item. I called customer service and expressed that I would like it as soon as possible and would pay extra to get it here earlier. I was told that this was a vendor and they would contact them and see about getting it before the estimated delivery. I have been in contact but my estimated delivery has been changed two times with the new estimated delivery September 11-25. I asked what was going on and was told that they have not heard back from the vendor and that the estimate is just an estimate and can change.

I purchased two items in late July; the “Parkview Reclaimed Wood Accent Cube” (#804135), and the “Montague Marble End Table, Ivory” (#3269104). At the time order was placed both items were listed as in-stock. However, once the transaction was completed, the ambiguity came on heavy. It’s now well over a month later and I have no idea what’s going on.

We opened the Pottery Barn card for the benefit of additional discounts and reward points. The verbal term was that there will be no finance charge until the goods were delivered. We planned to pay all the purchases in full once the goods arrived at our house. The first initial purchase was made on 3/23/19 in the amount around $7,500. We paid for the rug in full on 4/30/19 since we wanted to have it delivered with the rest of the furniture. We then started receiving a billing statement on the couch set on 6/16/19. We made the first payment of $1,000, more than the minimum payment due, but we also made a point to pay in full once the goods are delivered.

I purchased a sofa on June 29th. Web said 5-8 weeks delivery. Now, already 9 weeks passed and no sofa. Can't cancel the order since is made to order. Pottery Barn says the delivery will be by 9/12, that's 11 weeks! I have no confidence they will even deliver by that day. Huge disappointment! This has been a horrible experience! Pottery Barn ruined mine plans!

I ordered several items back in June/July and they haven't shipped the item since one item is custom. I called to cancel an item and they are charging me for freight even though the item was never shipped to me. ($50) They are also refusing to lower the price of an item that was never shipped to me as it's showing a lower price now. This is a ridiculous company with terrible customer service. I would never shop them again!!! Terrible company.

I purchased this mirror to hang on my wall, but, unfortunately, the mirror is distorted. I was unable to return it, as it was a final sale. I wish the product description would include that this is only a decorative piece and not a mirror that can be used. I also purchased a second item (a guitar stand) and it came cracked. This was the first time I purchased from Pottery Barn, and it will also be the last.

We purchased two Chesterfield sofas from Pottery Barn and within a few months we started to notice piling taking place even though we purchased the Performance Tweed fabric. I was afraid of purchasing another sofa from Pottery Barn as we had experienced piling issues with two previous sofas we had purchased as well, however the sales associate reassured us that this particular fabric was very durable and wouldn't give us any issues. So, fast forward a few months and although they sent us replacement cushions because ours were supposedly "defective" we were still seeing the same problems within a few months.

Ordered a leather love seat 6 weeks ago. Order was confirmed in email and delivery was 8/23-9/6. Just called today to inquire about status and customer service rep let me know that the order was “held” and never placed. She could not explain to me why that occurred and she wasn’t even apologetic. So they had a hold on my credit card for 6 weeks for $1700 and they never even started processing the order. When I asked to cancel, she just said “sure!”. Good bye PB. You used to be a shining example of great customer service but that is no longer true. I ordered a wreath for $60 back In January and they screwed that order up as well. I used to spends $1000s of dollars each year at PB and this year with my cancelled order, they’ve made nothing from me nor will they get me to spend anything in the future. They have officially become Kmart to me.

I ordered an air hockey table from Pottery Barn on August 5 and paid for delivery and assembly. After about two weeks, I was contacted to schedule a time for them to deliver the product. We set a time. I waited for them all day, and they never showed up. After about an hour on the phone with them, we rescheduled. Again, I waited all day and they never showed up. Again, I was put on hold for approximately 41 minutes. Eventually, someone told me they would get in touch with the driver and call me back. No one ever called back. It's now been about a month since they took more than $1,600 out of my account for the item. I haven't received the air hockey table, I've missed two days of work waiting on the delivery, and I've been placed on hold for hours. I'm just going to challenge the charge on my credit card and do business with someone else.

I purchased a wooden bed frame for $1,000 from this location one year ago. From the get go, I had issues with the bed and actually had someone come out from the PB Customer Service team to fix the drawer that kept snapping off when I was trying to access stored clothes. Fast forward to my move from NYC to Portland, Oregon and my movers pointed out to me that there was a huge crack in the center of the bed frame. In the midst of a move, my options were to pay to have a broken piece of furniture delivered across the country or discard the bed. I threw away the bed and am now in the market for a new one. After contacting Pottery Barn customer service and speaking to them on the phone for 45 minutes (mostly on hold), they offered me 20% off a new bed, which is less than their Labor Day sale...I noted that my investment in such an expensive piece of furniture was in hopes that it would last me years.

I ordered a customized sofa with Pottery Barn because the delivery window was 5-8 weeks. It is now week 16 and I have had zero communication (aside from MY weekly calls, where I am reassured I will be contacted that week) and still no sofa. Complete joke. Don’t waste your time or your money. There is zero customer service and no regard for the impact such items have on their consumer.

There is no reason why these can't be returned. They aren't unique or a specialty item. There's no notice that they aren't eligible for returns. Their thread doesn't work with the curtain rods, so you can't screw them into a curtain rod. Totally unusable.

I ordered 12 acrylic glasses from Pottery Barn for over $67. I was completely disappointed when they arrived and were thin, lightweight, and had clear mold impressions down their sides. The most disappointing issue was that there was a large stamp clearly visible at each base that read "MADE IN CHINA" that anyone could see even while the glasses were resting on a table because they projected through the base. I will never make the mistake of ordering from them again because their site does not post customer reviews that would have warned me of this issue.

This company is rapidly going downhill. Try to order something online. Never available unless you pick up at store and then NOT available in your area! Try to find where it is available. They won't ship it. Ugh! Beware of their REWARDS program. I used my $50 reward certificate on 2 pillow covers and after receiving them I returned them because they were not quite what I had thought. I checked my statement...no credit for that certificate. Basically you LOSE it completely. Spoke with "customer service" (after being on hold forever) and was basically told "Too bad...reward is lost!" I am quickly closing my account and will NOT be purchasing from them again! Horrible company. Cannot see them remaining in business!

I am very disappointed in the customer service of Pottery Barn. I recently purchased a couch over $7,000 which was indicated a 12 week white glove delivery service. I placed the order back in May. Still waiting.... I have contacted Customer Service on the phone now twice, to tell me absolutely nothing. They are rude and only are able to tell me they will contact you once it is ready. They are now telling me it will be available in October. If I would have done better research I would not have ordered through them. I was mistaken that Pottery Barn is not a reputable company and would not order from them again.

Waited 2 weeks for my area rug to arrive and when I unpackaged it, it was totally different from What I ordered. Not even close, different colour, SKU # just way off. This item was supposed to be available online and I found out through a local store it’s not in stock across NA until October. Probably just accepted the order and shipped out whatever. Now I’m responsible to send it back and wait weeks to be refunded. Terrible experience all around.

I chose these high quality, burnished leather dining chairs to pair with my new live edge table. I ordered online, was sent an arrival date, followed by a notice to schedule delivery. All went smoothly throughout the process, chairs arrived on time, were very well packaged and were set up by two very competent and courteous men. The chairs are beautiful, sturdy and comfortable. They are shown here in my dining room. The result is as good as I could have hoped for.

On July 23rd I placed an order for my daughter's back to school backpack, lunchbox and water bottle. She was so excited as we were having her name and or monogram put on everything. July 31st everything arrived. Upon unpacking we realized my daughter's monogram was incorrect on the lunchbox. I immediately went online and checked how I noted her initials to the instructions and sure enough it states “first, middle, last” as I had entered them.

I ordered monogrammed lunchboxes for my children at the end of June. Seven weeks later, the school year has started, and the products are still on backorder. Pottery Barn refuses to provide a discount for the inconvenience.

The customer service is horrible at Pottery Barn. I even went to the supervisor but still haven't heard from her. I left her 3 voicemails. I ordered furniture costing $3000 in July 2019 and found out 1 month later that half of my order has been automatically canceled without any sort of notification. The website says they still have the items but when you order it gets canceled. When you want to speak to customer service everyone puts you on hold and literally hangs up. It has happened to me at least 7 times. I need answers and literally there is no one at this company that has them. I'm starting to hate Pottery Barn and I never want to order from them again. I need the supervisor to call me back and straighten my order ASAP.

Received my medium slipcover for my bean bag, we had a very difficult time inserting filler that came in a separate box. I called CS and got nowhere, no instructions, nothing. I went back to attempt to fit and found on filler label that I received large filler instead of medium. I called back and got a person that was a lot worse than the first person. She said my return for wrong filler would have to be reviewed by supervisor and I would get a callback in 24-48 hours.

I ordered a new couch ($5000), media console ($1300), coffee table ($1,000) and a cabinet ($400). Nearly $8,000 for 4 items. Delivery team was great but the items I purchased were not good quality. My fault for spending so much on items I could have paid a third of the price at HomeGoods. Let's talk about the cabinet. I ordered it back at the end up April, beginning of May along with the media console and coffee table. Both those items were delivered within a month. The cabinet was pushed back to June. Okay, backordered. The day before it was to show up at my local store I received an email pushing the delivery back another month to July... Well, July came and I got another email pushing it back to August.

I ordered a storage cabinet, mirror, lighting. Billed for items the beginning of July. The items ship date changes daily. Sometimes it says preparing for packaging and other days it's back ordered. I called several times without any success of remedying the situation, transferred multiple times. They tell me they will email the warehouses to see what is happening, they say they show the items in stock. They tell me they will issue a credit if items are not available. Today I checked again. The goal post moved yet again and now items are backordered. I will check one more day and cancel the items. The worst online company. My items are not important to me but if they were part of a room of matching furniture I'd be going right to the local news for assistance. Yes, if no ability to review this company online - stay clear!

Worst costumer service ever. Notice how on their website you can't write reviews.... of either the product or the service. Should be a huge red flag. Also a return policy of 30 DAYS! I had a 3 inch sliver of wood come out of a table after a month a half. Zero customer service due to beyond the 30 day window. What kind of furniture store has zero warranty or assistance after 30 days? Only can get a gift card from them. I don't know how I will spend it. Can't imagine buying another products from the store with the worst customer service I have ever experienced. Hours upon hours on the phone. Promises of callbacks. My money back. More different stories and lies than I can explain. I have never written a negative review before. But this was awful. We all love how the displays look in the mall windows.... but the product and service is crap.

I recently visited the Bellevue store where I purchased two couches and a Wells chair, an ottoman to the tune of about $7000. Everything has a delivery date of Sept 19-Oct 3. I realized when I got home, that I had ordered the wrong couch and immediately called and changed it. That happened without a hitch. A week later, after speaking with my decorator I realized that I had also ordered the chair and ottoman in the wrong color. I called and spoke to someone in the furniture department who informed me that the chair had already gone to a vendor for fulfillment. When I said that I still wanted the chair but in a different fabric, I was told that they would put in a request but that I should call back until they heard from the vendor.

I ordered a cabinet in February 2019. In March I was sent an email that it was now being delivered in April. The end of April I was told it would be in May. At the end of May I was sent another email it was now being sent in June. At the end of June it was reschedule for August. So, after many delays with no firm delivery date, I called to cancel the order because we are moving. Customer Service said they have no way of cancelling an order from a third party company that was in charge of the cabinet. Terrible terrible service.

I purchased bedding online using a gift card and paid the balance with a credit card. Two days after placing the order, I realized that Pottery Barn was having a 25% sale on bedding. I called customer service to see how they could apply the discount to my order. 1) They would NOT apply the 25% discount to the order placed. 2) And, even if I took 1.5 hours out of my day to go into the store to return and repurchase the item, there was NO WAY to make it work. When I return the item, instead of getting an immediate credit, it would take 10 days for them to MAIL me the credit. So not possible to repurchase the item during the 5 days the sale was on.

Read reviews before buying at Pottery Barn. I wish I had! I would never have ordered from them if I had read their poor reviews and realized what I would be in for! Their customer service is terrible. They do not deliver as promised. They are not helpful resolving problems. They lied to me about my order delay. My delivery date got later and later with every person I talked to. Parts were missing or never ordered. When it came time for my bed to come in. I received a random email from them saying an order for a headboard had been placed on July 1st and my new delivery date was August 25-Sept 5th with no other explanation. I had no idea what was going on and neither did my salesperson. My original order for a whole bed was placed at the end of May and was to be delivered mid July, so I was puzzled when I received this email.

I have been searching for the perfect coffee table, and I thought I found it. I ordered July 1st, it takes 6-8 weeks to deliver and charges 139.00 extra for delivery. They emailed to confirm delivery, confirmed delivery date, then less than 24 hours before delivery called to say the coffee table went missing in transit and they needed 48 hours to locate it, and reschedule the shipment. After 48 hours, the coffee table is still missing, they act like no big deal, they will just refund me, or I can wait 6-8 weeks for another coffee table. I used to work for Pottery Barn, and I loved their customer service, but that was 20 years ago. I don't even recognize the same company. The absolute worst customer service ever. When I call to check in they act like I am inconveniencing them, and I have been on hold for over 30 minutes.

I was very excited to order a custom upholstered bed from Pottery Barn for our new house. We waited 6 weeks (expected) for the bed to be made and shipped, and when it arrived it was missing parts that should have been built in to the headboard. We decided to re-order the bed, wait another 6 weeks to receive the same bed, which then broke within 2 weeks, the inside frame that is WOOD cracked on one side. I reached out to customer service, very delayed response. Sent pictures and was told we would get parts shipped and a medic to come to the house. It's now 2 months later, I just got a confirmation that parts were shipped and I now have to wait 5 WEEKS for the parts to arrive. It's now 8 months after the original order. Never again.

We purchased two sets of curtains from Pottery Barn online which is owned by Williams-Sonoma in March 2019. We returned one set of curtains within the 30 day requirement on April 6th, 2019 and should have received a credit on my Pottery Barn credit card of $290.00. I never received the credit and ended up paying the entire statement for both curtains back in April 2019. I called Pottery Barn customer service on May 22 and was told that the Lincoln Park Pottery Barn store where I returned the curtains made a mistake and labeled the return as not refundable. Customer Service told me that they will recode the return and that my credit card would be refunded in the amount of $290.00. On June 22nd, I still did not receive the credit and called customer service again. I was on the phone for 15 minutes and they transferred me to the Chicago store where I was told that I would receive a check in the mail for the $290.00.

I ordered a special order ottoman based on the description on the website. The ottoman I received was 2" higher than the website description. When I called Pottery Barn I was passed around from department to department and rep to rep. In the end no one would respond or help me. So now I have an ottoman that is 2" taller than the chair it goes with. I have purchased so much from Pottery Barn and I am very disappointed in their product and customer service over the last year. Not sure what has happened but I won't buy anything else from them.

I purchased the Pottery Barn Seagrass Bed in February 2019. I cancelled the order on July 13 (approximately 5 mos. later because it still had not been delivered). The rep who cancelled my order confirmed that my PB charge card had been charged, refunded, and then charged again for the bed, even though I never received it. The rep told me when she cancelled my order that it could take a couple of days for the refund to appear on my charge card. It has been two weeks - still no refund. I just checked the email regarding the cancellation of my order, and it says “your card was not charged.” Thus, it appears that PB has no intention of refunding my money. I must have made more than than 30 inquiries about this bed over the past 5 months.

PB apparently restricts delivery options with UPS. I don't have the option to have it held at my UPS store. I will be out of town, live in the city and these will definitely be stolen! ALL the onus is on me to spend 45 minutes on the phone yesterday and call back Monday when I don't have them. How can they make decisions that restrict my ability to control my deliveries as I see fit??? HORRIBLE policy. Will never buy from a Williams-Sonoma store again!

I purchased within the last year two bedroom sets of furniture living room home decor dining room sectional, etc. I received many reward certificates as I spent at least $20,000. Since last November I have been confused as to why my balance was reduced as it should have been. Customer service was not helpful. I was suspicious not to mention furious.

I purchased the small Hendrix desk. We loved it and got many compliments. However, the drawer fell off within 3 years. I believe it was because the screws that hold the drawer on are too short. I would attach a photo if I could. There is only about 1/4" of each screw that attaches the drawer to the frame. I contacted Pottery Barn about this and they will not stand behind their product. They have a policy of covering things within 1 year of purchase, so the drawer falling off my desk was "wear and tear". The customer service woman who assisted me asked whether I would expect the soles on a pair of shoes to not wear away. When buying a piece of furniture that you expect to last, I recommend going somewhere else for quality.

If you have reward points and don’t use them all in one purchase, you forfeit the rest. I had 725, made a $60 purchase, not knowing this, and lost 665 points, or $665. Customer service was no help at all!

We ordered a bed on May 9, 2019. It was promised in June but never arrived. Now it's July and the Pottery Barn decorator had no idea why it failed to arrived. She promised it by July 10th but today we received a notice of a September delivery. In June, we ordered furnishings to match the bed. The order arrived 2 weeks later. Now we have the dresser, nightstands, rug, comforters, shams and wall decor, but we do not have the bed that everything was to match.

I ordered a bed in May 2019, first attempt at delivery on June 22, wrong piece send, NO DELIVERY! Replaced the order, second attempt, on July 6, delivered pieces, foot board was broken!! So still we have no bed! Worst customer service, they keep saying they are sorry, but nothing done to remedy!! I would never deal with them again! PLEASE TAKE YOUR MONEY AND SHOP SOMEWHERE ELSE!!

We ordered an oval marble dining room table and waited five weeks for its arrival. It arrived: "CRACKED" and had to be refused. Customer service was pathetic. We requested to speak with a supervisor many times on different calls. No effort was made to help us. Truly pathetic service. We did however receive a full refund which was the least they could do. I would never deal with them again. Read the multiple one star reviews.

I bought a set of Monstera lead wall hooks from Pottery Barn. First off, they arrived in fine condition but really appear a lot more cheaply made than the price ($59). After purchasing but before arriving to my house, the price dropped to $39. I called customer service to see if they could help me price match themselves. "No ma'am, there's no way to price match. Can't help with that." Instead she suggests that I can try to return these and then repurchase. Fine, so I start the process of returning and repurchasing with the service representative. Turns out that JUST TO RETURN, I must pay something like $12. That is ridiculous. In the era of Amazon, Target and other no fee/easy return companies, I am appalled that Pottery Barn makes so little attempt to retain customers. I will happily be taking my business elsewhere in the future. 2 stars only because the representative was nice, if not helpful.

Have always coveted the slip covered Pottery Barn couch. However, due to cost, it was out of my reach for quite some time. Finally...I bought the couch! After a short while, perhaps a month, the fabric was pilling. I brought in one of the cushions to the store to show them. They informed me that particular fabric was being recalled and they would replace it. Lovely! No problem. I chose the highest available upgrade, Sunbrella fabric, and was very happy with the choice. However, now it has been perhaps two years, and the fabric is again pilling - in areas nobody actually sits! Sunbrella fabric is very tightly woven and is not intended to pill at all. Ever. Not happy. I wish I would have gone to IKEA or somewhere else where they have a VERY similar product (slip-covered sectionals are not hard to find; I had just always wanted a PB one). What was my happiest furniture purchase ever turned into my biggest furniture regret.

We purchased a couch in November, 2017. After only 18 months with only one person using the couch, the bottom cushion is disintegrating and the back cushion (which is down) is unfluffable. While the store manager in the Santa Barbara store tried to help us, they would not replace the cushions. In fact, they wanted to charge us to replace the inserts. Very poor customer service. I’ll never buy another piece of furniture from them again.

I got a $450 reward certificate after buying a sofa. I then ordered a coffee table and submitted the certificate. It was not deducted from my bill 2 different times. Still not ok. No help at customer service.

I bought dishes from Pottery Barn. Some of the pieces were broken when they arrived so I decided to return all I had received and canceled the remainder of my order. They are not giving me credit for the dishes I have returned so I am having to pay for dishes I no longer have. I have called them 3 times and each time they tell me someone will contact me. No one has contacted me! I am very disappointed in this company. They have terrible customer service and I will never purchase another item from them.

Per section 3.c of the Pottery Barn Rewards Program the Terms and Conditions state the “reward dollars” do not expire for 36 months. Note carefully in section 4 it's stated that “reward certificates” expire after 180 days of issue. The terminology is key and quite confusing - you receive 'reward dollars' and then these are redeemed for a 'reward certificate'. I had $425 in “reward dollars” that expired because, apparently, Pottery Barn automatically issues/redeems the dollars to a 'reward certificate' WITHOUT a consumer request which means that they auto-expire in 180 days versus the program terms of 36 months. Very deceptive and potentially illegal?

We ordered the Logan Entertainment Center from the PB store in NYC. It came when scheduled and the delivery crew were very good and did a nice job setting up the unit. However, there were three issues - two that I saw immediately, and one we discovered later. First, the bridge was a different color than the rest of the pieces. I don't mean everything was white and the bridge was brown. I mean everything was white and the bridge was a yellow-ish shade of white. Second, one of the doors on the center console was crooked. Unfortunately there are no adjustments on the hinges so this could not be fixed. Later we found the third problem - an indent on the upper shelf unit.

Ordered a present for my boyfriend's birthday and gave two plus weeks for delivery as I live on Maui. Paid 10 for shipping and two weeks later still no gift. Finally through post office found out they put it on a slow boat to me and have another three weeks to wait for item. Customer service sucked (except for Joyce) and I will never order from them again. You shouldn’t either!

I ordered two outdoor chairs over the phone from a “flash sale” that turned up in my inbox. The price seemed too good to be true which is why I called my order in so that I could confirm the price. I Was told that indeed the items were heavily discounted. I placed my order and used rewards points to pay for it. A few weeks later I received notification that my order had been delayed. I called again to confirm that the items were the ones pictured in the flash sale advert. I was again reassured that they were. Then I received an email confirming the sale but not for the items I thought I had ordered.

I ordered two rugs on-line and they were delivered quickly. A week later, the rugs were on sale and I called customer service to ask for a price adjustment. The customer representative informed me that Pottery Barn does not do price adjustments.....really? I told her my rugs were just delivered yesterday and they are still in the packages so I could return them and buy two new ones for the lower price. She said that's what I would need to do in order to get the lower price. That policy is so ridiculous.

I bought a bed for my 2 year-old. It was not going to be delivered for several months so I cancelled the order. The customer service rep told me she was cancelling the order. Flash forward 3 months later and Pottery Barn Kids charged my credit card over $400. I called customer service again. They refunded the tax to my credit card but told me I would receive a check for the remainder. They send a gift card instead. I called customer service yet again. They told me that they would cancel the gift card and to wait 7-10 business days for the refund to post on my account. That never happened. After multiple calls, I was told that Pottery Barn Kids has no way to refund my money FOR A BED THAT WAS NEVER DELIVERED and that I have to live with a $400 gift card. For a store that I will NEVER again patronize. I had to call customer service 10 different times and was given the run-around. I just want my money back! This is unacceptable.

Long story short, 5 weeks later furniture is nowhere to be found. They can’t locate it and Pottery Barn offers no solutions. I guess since they got their money they aren’t concerned. Horrible customer service, and I’d go as far as to say fraudulent. Will never place large order again with this mega store with no customer service!

I have to say up front, buying from Pottery Barn is the worst high end furniture buying experience I've ever had. In January we ordered a custom couch and we were told that it would take a while since it was custom made. That was fine with us given our desire for custom features. Where the issue comes in is that we were told it would arrive some time in mid May. Again, that's a long time to wait but those were the expectations set and we agreed to those expectations. Well, here we are in mid June as I write this review and still no couch. The frustrating piece is trying to get Customer Service to tell us when we can expect it and we can't get a clear answer. You'd think this was a low end furniture shop with their lack of transparency on when the furniture will arrive. We are simply told "it's in transit and could be here in a week to two weeks." We've called customer service at least 5 times through this terrible ordeal and never get a clear answer.

BEWARE THE DREADED "BACKORDER". I bought a dresser/changing table for my baby from Pottery Barn Kids. I put the order in over 8 months ago. When I purchased the dresser, they said that it would take 2 months to fulfill the order. That was perfect because it synced up with the time my son would be born. As soon as the two months was up, I did not receive my dresser, I look at the status of my order and it turns out it is pushed back 2 more weeks. Fine. 2 weeks later it’s pushed back another month. Okay. The month rolls by and it says another two week. This cycle goes on over the next 8 months and still no table!

Item #1: The Channing Persian Rug contains a latex bonding agent which activated my allergies and required me to take it up after a short time. Now I know that this has happened with other people as well--check out "The Rug Chick" online. The tufts of wool, additionally, were being pulled out by simple daily wear after a couple of weeks. It was nearly impossible to vacuum dog hair off the rug--it seemed to be embraced by the rug!! I spent $700 plus on this rug---all for nothing. I am so very relieved to be back to the rug-less wood floor!

On March 30, I purchased 3 items. Large Mateo Desk, SoMa Lyndon Upholstered Armchair, and a desk chair from PB Teen. After placing my order my desk chair order was cancelled without any kind of notice and no reason given. I only found out when I noticed the charge didn’t process and I went to look for the status of my order. All it said was “cancelled” — not very professional to not reach out to your consumer and let them know what’s going on with their order. Also after placing my order I found out that my large Mateo desk was back ordered with an estimate in stock of mid-May (not a problem but would’ve been nice to know BEFORE I placed my order) — again, it’s not very professional — kind of sneaky. The upholstered chair was also a mid-May estimate which I DID know upfront since it was a custom order.

Purchased this sofa online, but before purchasing, I visited the St. Paul, MN store with questions about the fabric. I received a swatch of the Brushed Canvas Walnut, 100% cotton, and asked a few questions about the sofa and fabric. The swatch indicates "do not spot clean" and "consult with a professional upholstery cleaner."

Absolutely horrible customer service. They are focused on locking down the sale and taking your $$, but you will NOT get any meaningful help or assistance with your order if you call them. The $239 (holy crap thats HIGH) "flat rate" delivery fee is NOT FLAT RATE and varies by zip code (only going HIGHER, but NEVER Lower). You find that out after they input your order. They tell you it's in stock, but it's not. You will just wait. They also hold your delivery fee HOSTAGE and will not refund it even though you have to wait a month or more actual delivery (of course you already paid in full). If you want to cancel (since they can't ship it on time) or return an item... same thing - you are NOT getting your delivery fee back. Pottery Barn should be ashamed of itself. I have never been so disgusted with poor customer service, and feel completely ripped off.

I just a bought a rug online from Pottery Barn at $598.99. It was a ‘one day deal’ sale. I called up customer service and the local store and both confirmed that if I am dissatisfied with the carpet, I can return to the store for a full refund. Buying rugs online is not always easy as the colors can be very different when you actually get it, so I literally confirmed several times about the refund. Well once the carpet arrived, within a week I took it back to the store as the colors were so dull compared to what we saw online. There again they said that I will get back my payment whichever way I paid, which would be on my card as that’s how I paid for it. Today I get back a merchandise credit card.

I’m so frustrated. I’m been calling PB so many times to get my money back for two chair that we order. First time they send the wrong chairs. We wait about 3 months to receive them, then they make a new order to send the right chairs which took another 3 months. We decide to cancel them. I did’t want to wait no more. So now is been 2 months since I cancel my order and I haven’t get my money back. Every single time I call they say something different, "You should receive your money with 7 to 10 business day," but the money never show up. Then I call again and they told me my return was never process but now is been taking care - that I should get my money back in 7 to 7 business day. I call about 7 times and every single time they told me something different - that they gonna follow up with me but nothing happen. At this point don’t know what to do. Is been 6 months.

Ordered Indio outdoor furniture last June but didn’t receive until late August due to ONE piece on back order. Know that if ANY of your order is white-glove delivered, you will not receive it until all pieces are available (even if you are given delivery dates.). This is because the customer pays ONE delivery charge, so PB makes ONE delivery. Red staining started immediately; PB maintains that’s part of the natural weathering process. Furniture was stored indoors all winter. Now, the veneer is chipping off. This is not a product defect according to PB but they did kindly offer to send me a sample of the stain so I can sand down the furniture and re-stain it. Are you kidding me? Given the $$$ I spent on this just months ago, no thank you. I’m done with PB, never again.

I ordered two monogrammed Turkish towels from Pottery Barn. After receiving my order the two towels had vastly different sized monograms despite the fact that the font style and size were suppose to be identical. I then had to return the towel and spoke to a customer service agent to fix the sizing of the monogram. After shipping the towel back and waiting to receive the second towel I received yet another towel with the wrong size monogram. I called again to return this order for the second time and was guaranteed a third replacement rush delivery. I did not receive the item in time and will never order from Pottery Barn again.

I purchased a bed for my son in October 2018. After multiple phone calls, I was continually told they were waiting for parts. I was patient for six months. After many many phone calls with customer service. Never being able to have one contact person. Somehow on a Sunday I got a supervisor. She was great. We made a decision if the bed did not come the next Monday. They would replace the bed with a different one. Monday came and I could not get in touch with the supervisor that helped me. Through notes on the account after six hours of being on and off the phone with Pottery Barn we finally got the new bed into the orders. Note: When I said on and off the phone I had to call three times and each time customer service would be a new person (new person to me) and I would have to start all over.

We ordered some office furniture with Pottery Barn, and realized 12 hours later, that the measurements would not fit our office space, so we asked to return it. They told us it was too late to process the return as the items were already leaving the warehouse. (First lame excuse). Next, I was told I could file a doc return, but I would have to wait for Pottery Barn to email me that the items are ready to ship.

I have been a loyal customer for years with PB. I obtained their credit card years ago and found their rewards program to be worthwhile and was able to use rewards anytime. More recently this has changed. Be very wary of PB credit card! So not worth it! I was on the phone for 45 mins, 3 different customer service representatives and it was the most frustrating call. I earned these rewards by spending my money on their products on their credit card only to be told that the reward could not be used or credited to my account. In addition, if a customer returns a product and used a reward, the reward is gone! This is criminal and unjust. I will be cancelling my credit card as there are too many other stores to that have similar products.

I have been a loyal Pottery Barn customer for years. I have spent thousands and thousands of dollars, in furniture alone. Back in April, I purchased 32 placemats and a bathrobe. It was a little over $200. I applied a $200 rewards certificate. I was notified a few weeks later that the placemats were no longer available. I received the bathrobe and my credit card statement for $73.13 (the cost of the robe). I thought, oh good, they didn't apply the $200 rewards because the placemats were no longer available. After many, many calls.. I still do not have a helpful answer. They are informing me that the $200 rewards was used. I have explained over and over again that 1- it was not used as I have a balance on my card (for the bathroom) and 2 - it should not have been used because Pottery Barn cancelled the majority of the order, not me. The last agent I spoke with gave me a website and told me she couldn't help me.

I love the McCarthy Glass Pendant I purchased from Pottery Barn. It was the very first purchase I made for our new home and when our licensed electrician installed it, I was thrilled, the design of the pendant fit our space perfectly! While spring cleaning, I noticed that there were super fine cracks where the metal cap connects to the top of the pendant. This isn't visible unless you are up on a chair at eye level to the cracks. Obviously, the cracks concern me, as the glass may be weakened by them and it is likely that I received a defective item.

Spent approximately $2500 for table and four slipcovered chairs. Six weeks to receive merchandise minus a chair slipcover. And delivery was made at 6:45 am! Who has ever heard of this hour to deliver anything to one’s residence! Was told it will be another 6 weeks for one lost slipcover. Who wants to pay for something that takes 3 months? Also was told I could call customer service once slipcover was delivered and ask to be compensated for my inconvenience. So, that’s what I do but very skeptical as to what they believe is just compensation for not being able to use the table and chairs for a month and a half! They offer a 10% ($21) coupon off my next purchase! When I explained that was no compensation I was offered $30.

I’ve been a very good customer of Pottery Barn for many years and can empathize with all of these reviews. I have had fairly good luck with replacements for damaged items, but have had to cancel several top dollar furniture pieces for the unnecessarily LONG time it takes from ordering to delivering. Sorry - not in this day and age! I get rewards, but you can’t combine them with free shipping - seriously?? How does this make it a reward? Not a fan anymore of a company that makes such a big deal about caring for their customers, yet nickels and dimes them to death.

I am so frustrated with my orders from Pottery Barn. This is the second time in a month that I've gone to search my order since I have been wondering why my items have yet to arrive. Again, I find after tracking my item that it has been backordered!!! I did not receive ANY notification when I placed the order that my items were backorderd, nor did they let me know after I ordered that this was the case. This happened to me at Christmas and I did not receive "Santa" gifts at that time either. I vowed not to deal with this company again, but clearly I had forgotten when the items I was searching for came up through PB. Again, I have girls who will not receive their gifts on time and my curtains will not be hung in time for my First Communion party. So sad that they have such poor communication with their customers. After this, I have nothing good to say about PB and will not buy from them again.

Custom sofa damaged on delivery (not to mention delivery charge itself was $400). Many, many phone calls to an assortment of people and finally they sent someone to patch it! Still looks awful. This section of sofa needs to be replaced and here we go again with many, many calls and not one person has returned our calls. Terrible company, do not buy expecting quality service or communication.

In theory this table has a great design. From day one though it was nothing but a headache. They had four in store but could but could not sell me any of those. So I ordered anyways in January and it didn’t come until the end of April. I put it together and within two days the one extension hinge was broke. It turned white and hangs. Nothing was placed on it but paper. Contacted Pottery Barn and they do not have replacement hinges. All they can do is refund or send a new one, but they are on backorder until mid June. I am going to keep the table, but am going to go to look for a new hinge or something comparable at other stores. I learned to not order furniture or items that are on backorder.

Ordered dining room chairs for Easter and they were delivered wrong three times, the third time there was only one chair that I didn't even order. So now I have three chairs and they have my money!! I have called many times to get it resolved and they have not sent stickers to pick up their chairs and I have called many times and they said they would do it! I even called the store and they could not get the online people to help!! They have my money and I have three useless chairs, no legs, no hardware and can't get them to resolve this.

All: Word to the wise. Be careful with returns. If you're expecting Pottery Barn to provide timely credits to your account, be warned. Every time I return a product to Pottery Barn, it goes several weeks after return receipt with still no credit posted. It's typically not until I call them, that they then track it down when it was received to the warehouse only to then have them send a separate notification to the warehouse to have them credit my account after verifying receipt. Why? It's beyond me why Pottery Barn requires customers to micromanage the returns they send in. The agents are typically baffled when I call them and tell me this is typical. Again, why? Painful and frustrating and honestly, Pottery Barn does not seem to care that they waste customer's time by having incompetent processes at the core of their business model. Please management, identify the problem and work towards a solution.

I waited 2.5 months for the bed and it ended up being incorrectly assembled. I waited another 2 weeks, with many emails to get someone to come out and reassemble. The bed instructions do not match the bed design. The boards/nylon straps are very cheap - cracks, twisted nylon. Poor quality control! It’s not worth what they charge for it. I asked for some sort of credit and I got at $127.15 merchandise card for the inconvenience. Not a credit to my charge card! It’s better to see in-person, not order online.

I ordered the Tallulah sofa in a custom upholstery. The website said it would take 10-12 weeks. I received a confirmation email directly after my purchase with a date range for when my product would arrive (April 23- May 2). 10 weeks later my credit card was billed so I knew I must be getting close. 11 weeks later I received a phone call from their delivery service to set up a coordinating date for delivery. 12 weeks later (April 27th) I received my sofa. I had no problems but I also did not have to deal with customer service at any point in the process.

After three months, I did not received my merchandise and still waiting a refund check or a credit in my credit card. They are not able to provide a tracking number for follow up orders, can’t make a credit if I paid with PayPal, customer service people can’t put complete and accurate shipping address on a computer. No follow up communication with customers to resolve problems. This is a nightmare!!! Worst company ever!!!

I ordered a dresser from Pottery Barn on 3/22/19. The item shipped on 4/02 and was supposed to be available for delivery between 4/04 - and 4/15, and then was later changed to 4/15 - 4/29. I contacted customer service on 4/19 to get a delivery update, to which they stated 5/03 would be the earliest they would be able to deliver. I got a call today (4/24) stating that they were cancelling my order because there was no available inventory for my order. Then what shipped? And why did it take 5 weeks to let me know?

We are Pottery Barn customers. Furniture, bedding, dinnerware, candles, you name it. 10 months ago we purchased a patio table, 4 chairs and a bench. White glove service. Pottery Barn's people delivered, assembled it and removed the packing material. Fast forward to 6 months later...the paint is chipping off in dozens of places. Needs complete refinishing. The manager of the store tells us this is happening to many of these patio sets. A "common problem that the company is well aware of." Today we hear from Pottery Barn. "Normal wear and tear" is what they are calling it. We are calling it the last thing we ever buy from them. J in Santa Barbara

I received a Kendall twin as a gift for my daughter. Due to the design the bed does not sit flush with the wall so she got stuck between the wall and the bed. I contacted customer service to purchase bunk rails. I was told they cost $499. More than the whole bed. I explained this was a safety issue. I called 5 times. No solution. I was told that was the price and there was nothing they can do about it and to just stop using the bed. I was promised a follow up from a supervisor. Never happen. The worst customer service experience!!! Will never buy again. Steer clear!

Placing an order I tried using my reward cert for $100. Not accepted: reason being expired. I called customer service, thinking they would replace. Customer service rep said they don’t replace. I said that was absurd, that’s a lot of money and it was a large order that I took into consideration the rewards. I told her if they don’t replace, close my Pottery Barn credit card, she said fine, & I would have to use another form of payment. I placed the order using another credit. From now on I will definitely have 2nd thoughts of shopping at Pottery Barn.

Updated on 08/07/2019: I wrote a longer review back a few months ago. Today four months after cancelling a bureau and bed for horrible customer service I received a beautiful email that my item will arrive on 2/2/2222. I cannot get rid of this company. Do not buy a thing from them. Save yourself months of hassles. My PB credit card was zero and I’ve canceled it in case PB tries to charge me for something.

Had an issue with my online order and had to call them six times. The kept telling me that a manager would call me back and nobody ever got in touch with me. They ended up canceling my order because they were out of stock. The next week, they had the item available again. Wasted about 2 hours on the phone with them.

I bought over $7,500 in furniture in December of 2018. In the process they gave me two reward certificates. One for $1050 and one for one $500. To use a reward certificate you must use the whole amount. No partials. So, I ordered lights for my home and to go over the $1,580 in rewards I order two pasta bowls to put me over the rewards amount. The Barn's policy is not to applied the rewards until the entire order ships! One or two items were backordered two months out. But, they shipped the other items and hit the Pottery Barn credit card for $971 and change but no rewards to offset this amount. I knew from my planned purchase of should only pay about $80.

Between them and rider the delivery company that "trash" talks Pottery Barn I am not sure which company is worse. My husband and I were moving to AZ from CA and called Pottery Barn to order a bedroom set and told them we could only purchase if it could arrive during the week we would be in AZ to receive. The bed arrived in AZ the week before we came into town but the end tables didn't and the company would now make a partial shipment. We then offered to travel down and pick it up from the warehouse (because we didn't have a bed to sleep on...not young floor wasn't going to work) but were told we could do that either.

Oh my where do I start? Hours of water time with multiple calls trying to deal with a broken piece to be repaired on our AV console only now to find out the supposed medic scheduled for today never was. And even worse nobody contacted us to bother to advise they don’t even have a tech to come out!! At this point all we can do I feel is ask our bank to reverse charges until they resolve this with us. These people have no idea how to deal with people on any level. If I could leave negative five stars I would. Beware. Caveat emptor when buying from Pottery Barn.

I ordered a glider last week with an estimated delivery of Jun 28-Jul 12. I checked my order status again this morning and the estimated delivery is now August 5 - August 19th. When I called customer service, they couldn't give me any reason why the estimated delivery was pushed out a full month. When I asked if it's a possibility that the order could be pushed out even further, the unreassuring response I received was, "I sure hope not." Of course, the glider is special order and non-refundable (aka, they have my money and now don't care when it's delivered). You need to hold your manufacturers to higher standards so that you can give your customers accurate delivery estimates. A 4 month wait is ridiculous.

Never did I experience a registry like this! I ordered a gift online for a bride to be, only to find out if I wanted it I had to go to Manhattan to pick it up. They would not ship it to me or the bride! I cancelled the order & went directly to the Huntington store to buy a different gift. What I decided on was 2 things, but one If I wanted one of the items I would have to go to William Sonoma to get it? They are combined stores, but they won’t accommodate you and ship to the store, your home, ZIP! I didn’t want to go to another store a 1/2 hour away & wasn’t happy with the quality of the gift in Pottery Barn for the price. They then told me they could order the original gift as long as I purchase something in the store. That’s what I did, but was charged $11 to ship? So they couldn’t do that at first & now they could if I make an additional purchase plus shipping!!!!

I recently made a large purchase. Reading that it was free shipping and handling. That wasn’t the case. I called customer service for assistance and she advised me that there was nothing she could do for me. I then asked to return my order and again she said there was nothing that she could do since it was already shipped. I told her that I would be returning the items to Pottery Barn and in return she told me that I still would not get my shipping and handling charge back. Horrible.

As others have mentioned here, do not shop for furniture or large items here, as they gouge you with excessive shipping costs that you cannot reverse if you want to cancel the order, even well before the product gets shipped, and they do not offer price adjustment. I ordered a dining table and bench, two days later the price dropped $300 and they would not price adjust and told me I was out the $269 shipping fee if I canceled. I still am not even expected to get my table for another 3 weeks. Buyer beware. There are plenty of better places that have good customer service policies where you can buy furniture.

I ordered a cute daybed for my teenager from PBteen. I paid full retail - $1,467 including shipping and handling. I waited three weeks for delivery. They finally delivered the bed, but it was not the beautiful new item I was expecting. It was dirty and had a small tear in the upholstery and was missing the legs and all the mounting hardware. They had obviously sent me a floor model or a used bed that someone had returned. I refused the shipment and asked for a refund. Two months later, I'm still waiting for my refund. I have sent countless emails to them and tried to get through on the phone, which seems to be impossible. I've finally disputed the transaction through my credit card company. I will never order anything from this company again.

I placed an order 3/20. My delivery is not until July. Since then, there was 25% off sale, and also the nightstands have been on sale for $279 each. I obviously wanted to take advantage of this since I can cancel and reorder but did not want to break up my order as one item is custom upholstered. I called 4/2, and spoke to several people, but it seems your salespeople do not have any authority to do anything except cancel and place orders. I asked for a supervisor and someone said one would call back. I called again 4/3, same thing. I called yesterday, same thing. I called the CORP office. It went to voicemail, but no one has called back. So I’m still waiting for either the one of the supervisor to call back, someone from CORP office, and someone from FB social Media. This is a horrible customer service experience and I’m reading others are experiencing the same. 2 weeks no response.

I made an purchase online & used my PB rewards. However when I received my statement the credit had not been applied. I sent a message to customer service & they replied that I had to mail a written dispute to Comenity Bank who handles their statements. WTH! Now I have to pay the balance that I don’t even owe or my statement will be unpaid & affect my credit. They would not respond, just kept resending the same email with dispute information. I think I’m done with PB & I really like their products; but there are too many other options out there.

I order a dresser from Pottery Barn. I cancelled my order within a few days of order. The first time I called to cancel they told me they couldn’t cancel for two days. Please call back. So I did what they requested. I received my credit on credit card with a deduction of 260 dollars. So I called and asked why was this. I was told I had to pay for shipping and taxes. I stated but item never delivered. Was told had to pay for delivery to warehouse. I asked why this was not on my order form or informed when I purchased or cancelled. But No answer. I have bought from Pottery Barn many times. Was a loyal customer. No more. This hidden charge is purposely done. Please be aware of this practice. I have ordered furniture from other large dept stores and have never come across this.

I ordered a table online last night. It said 7-10 days delivery. Then I read the reviews of others who said they couldn’t cancel orders and waited 2-3 months for items they don’t have. I called to cancel because I received an email that now says it’s 2 months out for delivery. They said, "No you can’t cancel." I called my bank and they canceled it for me and got my money back. NEVER BUY FROM POTTERY BARN! Read all the reviews.

My last 2 orders have involved nothing but ever accumulating backorder notices. PB. WHY IS THIS?? I ordered a basket on 2/28 and it has been pushed back twice???? On 3/17 I ordered 2 Lilly Pulitzer chaise cushions. The “special collaboration” with Lilly commenced on 3/15. I ordered 2, TWO days following the collection’s introduction. I was initially informed delivery would be in late May. Not happy but willing to wait. As I continued to check online for any delivery changes I saw the date moved to June. Still lots of summer left so I decided to hang on. Next time I checked the date had reverted to May. I was thrilled and called to verify. Was assured that date was indeed reliable. Not so fast, checked today and the date is back to late August. Whaaaat goes on with PB inventory??? Called again and was told that delivery would be in August.

Ordered 2 chairs back in January, it's now April. I had a delivery date set for tomorrow morning and they called me 15 hours before and said "Sorry, the truck is full." We are going to need to reschedule for next month!!! Are you kidding me?? Worst customer service ever and they won't allow you to cancel or compensate you in any way. Never ordering from this company again!

I purchased a dresser and nightstand to be delivered and the price dropped one day later. The merchandise had not been delivered. It went down $120 which is significant yet they said if I cancelled the order I would lose my shipping costs. These policies are not customer friendly.

My wife and I went to Pottery Barn to buy a chandelier that was finally on sale for $939 CDN or $1052 with taxes (12%). They told us that we would have to pay a shipping fee of $275 plus taxes ($308.00) for a total of $1359. We were so surprised to hear that exorbitant shipping price for a 30 lbs box measuring approx.13" (H) X 22" (L) x 22" (D). Most stores these days offer free delivery of over $50. The clerk, realizing that we were to walk away and, after having waited for a little while to see if we would walk away, told us that if we were to order the item online it would be cheaper (rather than losing the sale I suppose).

Most of the dishes chipped after several years with minimal use. I made a complaint but don’t think it even registered. Very poor quality dishes. Very disappointed with Pottery Barn. Recommend buying dishes elsewhere.

I will never buy from Pottery Barn again. They're fine when everything works out but fail miserably once there is a problem. I wish I had read these reviews before ordering online. In August of 2018, I ordered a rug that was supposed to be delivered in October. When it wasn't delivered, I contacted them (because I received no notice from them) and was told the date was pushed back to December. So I waited. When then again it wasn't delivered, I called and was told they would let me know... and on it goes.

Placed an order for a table and 4 chairs. The chairs were to be shipped, the table we are picking up local. Paid for the order with a combo of $825 in gift cards and credit card. Two hours later my order was canceled by Pottery Barn because the items that showed in stock were not available. The next day decided to buy a different table, but the $825 worth of gift cards are now zero $$. No item and $825 gone. They tell me within 30 days I will receive a merchandise card for $825. So the check in is the mail. Beware of in stock item that are not in stock. Never give up gift cards for online sale. So today my wife tried again to purchase a table in stock and paid for it. Only to be canceled two hours later and told the item is not available.

I had a $20 loyalty reward certificate that was to expire 3/19/19. Our dog chewed one of euro shams and Indianapolis had them but were for in store pick up only and I am in Omaha. But I have an aunt in Indy would pick it up for me. Went to order it online for in store pickup. Sham was $17.99 on sale. Typed in my rewards certificate number and was being charged $19.25 out of pocket. Contacted Pottery Barn on the 16th as to why I am having to pay $19.25 using $20 in rewards towards a sham that is $17.99 for in store pickup. Never ever heard from them for an explanation. Their communication and customer service horrible. To date, there has never been any callback and needless to say, my $20 certificate has expired. I, myself am done with the company. I work for an online retailer and if I never returned a call to a customer, my supervisor would be saying “buh bye”.

If only I had read these reviews before ordering my couch. I ordered a Tallulah loveseat on November 10, 2018. I was told 8–12 weeks until it would be delivered—pretty wide window, but ok. The employees in the store said they usually arrive sooner than they say. Well, it’s March 20, 2019 and still no couch. Never EVER again Pottery Barn. I was not even notified by them via call or email that it would be delayed. When week 12 came around I called to find out what the deal was and it sounded as if they forgot my order entirely. They told me it would be at the warehouse ready for delivery on March 20th. So I called today and now they’re saying it won’t arrive until April 8th! What are they going to tell me on April 8th when I call asking where my couch is again?

Ordering furniture from Pottery Barn has been the most ridiculous and frustrating shipping experience I have ever dealt with. I ordered a table back in October (still do not have the table in case you were wondering and it’s almost 6 months later). I was told it would take 6-8 weeks to deliver - okay fine. Delivery on the table kept getting delayed. I received no email notifications from Pottery Barn that it was delayed unless I checked the order confirmation on their website - minor annoyance, but really? You're Pottery Barn and you don’t have a more sophisticated email notification system? I eventually have my table delivered 15 weeks after my original order date! I was told 6-8.

Ordered the Big Sur Couch at the Birmingham, AL store on Dec 31, 2018. The projected delivery date was first of February 2019. I get a ship date last week of the sofa portion (not the lounger portion - partial shipment) via UPS. UPS??? Since when do they use UPS to deliver a couch? So I called the store and asked them where was the sofa and that I only got slipcovers, no couch. I was informed by my sales person that the items should not have been sent separately from the sofa and they should have scheduled a delivery date with me. She was going to investigate and call me back.

I should have read these reviews before ordering from Pottery Barn - never again! Ordered a Logan Media Suite - called beforehand to make sure I received a 'bridge' to go with it. Assured that it was included. First time it was delivered, the tv console part was damaged - which wasn't their fault. Only received 5 pieces of the 6 ordered. Delivery assured me that the bridge would be delivered with the damaged piece. It was not. Been calling for the last TEN days and everyone I talk to (Josh, Lynicia, Melissa) assured me that it should have been sent. Talk to a Brian today and he said it wasn't included. Talking to a supervisor (which I've already tried and it takes 72 hours - and not even then do they call) and nothing. Will be contacting my State Attorney General's office on this. Do NOT buy furniture from Pottery Barn!

November 26 2018 I ordered multiple bedding and bathroom items. Gradually they trickled in in several separate shipments. I was expecting this as my order contained made to order, sale and full price items and upon ordering, each having it’s own estimated delivery date. These are the problems I’ve run into since ordering... My made to order shower curtain was expected to arrive around Feb 5th (roughly a little over two months from order date). February 5th came and went, weeks past and I decided to log in and check the order status and for weeks since it’s only said “in process” under delivery. I then noticed during my online inquiry that the king shams I had ordered to match a duvet cover (also on same order and delivered back in December) had been cancelled?! I hadn’t questioned the shams’ delivery yet as I wasn’t expecting them until some time this month of March.

I had a contractor lined up to do a full renovation of my bathroom. I placed my order for the vintage recessed medicine cabinet 2 weeks before the renovation started. At the time my order was placed the website gave NO indication that the item was back ordered. My credit card was charged and I assumed the items would ship in a few days. After not receiving a tracking number I looked online to discover that the item was back ordered with an expected delivery date about 3 weeks after my initial order.

Do not order furniture from Pottery Barn!!! We ordered a rug, a sectional couch and a recliner- $4,000 +/-. Four months later they tell us both recliner and rug are no longer available. Why not tell us at order? So we order another recliner. Believe it or not, 3 months later they tell me AGAIN that vendor no longer makes the recliner. To make matters even worse, we kept getting email notifications that the products were ready for delivery, when they were never going to come.

I will never use Pottery Barn again! My drapery fabric and materials are of fine quality. However, there has been a major delay in delivery of a rod and brackets! There was no communication at all about the credits I received to use for items to buy in the store. No one and this is truly deceptive, told me that I had to make a one time purchase, and that any amount left over was void!! There should have been a clear policy communicated about the only one time use for credits earned based on the purchases made before they were issued. I find that a company who has higher prices should match with service!

I ordered a bed with custom fabric on November 6th. I had to call multiple times to see if the bed was ready to be delivered, because they don't notify you when it arrives in the warehouse. When they delivered it in January (I took the day off of work to wait for them) it's defective and they were not able to put it together. I talked to customer service when the delivery guys were there and they gave me a new date that the new bed would be delivered. I called multiple times and they said it was not ready to be scheduled for delivery.

I purchase Pottery Barn bedding online quite often as I follow the sales each month. Early February I submitted an order applying a gift card to the order. The items were sent out in two deliveries so there should have been one charge for $98 and another charge for $96. Pottery Barn charged my credit card 3 separate charges of $96 as well as the one charge of $98. I immediately informed Pottery Barn of the mistake they made and sent off pics of my charge statements as evidence but not one person has offered to fix it.

I ordered the Julienne area rug in spring of 2018. It took me 3 months to receive it and we finally did get it in early July. It now looks like it is 10 years old despite good care and needs replacement. Terrible product.

I have purchased 25 XMAS stockings, to the tune of $500+, all with a good outcome until last fall. I ordered 4 more at the time, and one came with the name off center. Because it was past 30 days...I was pretty much told 'tough luck', regardless of the fact that it was defective. Lousy customer service... I'll do my shopping at Crate & Barrel!

Pottery Barn's website states, "our premium White Glove Service - items are delivered to your home by appointment to your room of choice— and are then unpacked and fully assembled". There are no footnotes stating exceptions for any of their products. The order for my rug states: "WHITE GLOVE ITEMS Color-Bound Seagrass Rug, 9x12', Natural Item #: 242642." When the order arrived the delivery guys told me there is no White Glove Delivery for rugs. When I called Pottery Barn they said the same. I explained what I was reading off of their own website, with no exceptions listed, and what my order states. They said, "Sorry, no "White Glove Delivery" with rugs."

I received a $425 rewards certificate for a very sizable order from the Pottery Barn website. After receiving the reward certificate, I ordered several more items total a little over $430. One of the orders was back-ordered and was not going to ship before the payment due date listed on the February 21, 2019 statement. Since all items did not ship in time, I was unable to apply the rewards certificate without losing the dollar amount for the item not shipped. The item has been placed on backorder repeatedly since the January 3, 2019 order date and I am now being told will not ship until some time in JUNE!! Needless to say, I had to sacrifice $25 of the reward certificate and cancel the backorder for the item that never shipped.

I purchased two sofas and two chairs in November 2018 from Pottery Barn in Pasadena. Mary was great! She went out of her way to accommodate me, in that she personally viewed the carpet I was intending to buy (by leaving the store) to make sure I picked the right color. She even got the the 40% discount after the sale. I knew that the furniture takes about 3 months to get delivered, so I planned accordingly. The furniture was about 1 week overdue, but the furniture was perfect and the delivery men professional. I went back and ordered two lamps that arrived 2 days later and then I placed an online order for pillows that came within a week! I plan on buying an Ottoman next!

Oct 2018 we ordered a King size Harper tufted upholstered bed. They gave us the dates of Dec 11-17th for arrival\delivery. That came and went. Contacted store said they would "Check into it". Repeatedly told me it was in "Transport." Dec. 31st got email stating bed is on "Back order" with a new arrival date of early January. Date came and went. Talked to so many people, salesperson, manager, shipping company etc... NO ONE can tell me where the bed is! Final charge had been placed on our credit card and was coming due. YET NO ONE HAD A CLUE OR WAS that helpful with finding out WHERE the bed is! REALLY?

I wanted to buy this lamp for my son's room for our new home. The weekend I wanted to purchase it was a sales weekend, Feb 17, 2019, at the Natick Mall in MA. The sales associate noted that they should have it in their inventory. She went and checked and then said they only have the floor sample left, which was not in so great of a shape. The lamp was 20% that day.

Late shipment...No call to schedule delivery... I have had to chase my furniture down. I have called 3 times now. I ordered almost TWO months ago. The outsourced delivery company was rude to me, and it’s still apparently going to be another 2 weeks. Please stop ordering from Pottery Barn until they have these issues ironed out! The customer service rep was not surprised at all that I’m having issues. Then she said, “If you can hold please, I’ll call the delivery company and have them deliver it tomorrow.” She ended up Transferring me over to the delivery company who told me it would be another couple of weeks. I’m frustrated and will never order from them again.

At the beginning of January Pottery Barn was running all kinds of specials. We just moved into a new house and are furnishing it with all new furniture. Our wedding registry and baby registry were at Pottery Barn so we are loyal customers. My husband and I found a deal on the Harper Upholstered Tufted Tall Bed for $979 if we ordered it with a bronze nailheads and selected the Quick Ship Oatmeal Linen. We wanted the Quick ship option because it was returnable and the sale was a one day flash sale. Oatmeal Linen is the only quick ship option available for the bed. My husband watched me select everything and we double checked everything before confirming the purchase.

This has to be the worst company in America. Most won't read this until too late (after you've made a purchase). The store manager put my credit through as a cash order on their store and hit me with thousands of dollars of interest on furniture that never shipped. And here's the kicker... When you call them you sit ON HOLD for 20 minutes and then whoever picks up will simply HANG UP ON YOU! I think this company is borderline criminal. DO NOT BUY FROM THEM!

I ordered my daughter a rocker and ottoman on Oct 30 from Pottery Barn Kids. Delivery was supposed to be Jan 6. It's Feb 12 and the baby was born on Jan 16. Still no rocker or ottoman. Every day I call. Every day they say it should be in the next day. Ridiculous and they tell me a supervisor will call me back but they do not!! Terrible customer service for such a big company!!

I placed a successful order on Potterybarn.com in December. On January 9th I was charged for the items and sent a shipping confirmation. It is February 11th and I finally decided to call Customer Service to understand where my order was. I was informed that my order of 20+ items, totaling hundreds of dollars, was voided. That they didn't have ANY of the items anymore and that this NEVER happens. Well it did happen, it took me calling to get notification and get my money back. I was offered absolutely nothing to make things right or entice me to shop again. I have been a very loyal customer to PB but you can guarantee that I will not be going forward. In the days of Amazon poor customer service and inability to deliver will put you under...cheers to that PB!

I will suggest, never buy leather sofa from Pottery Barn. Really bad quality. They sell very expensive. If you don't know about leather, don't buy, and even if you buy in Pottery Barn card, make sure when you get the rewards use fast. They expire in 90 days, most of the companies rewards expire one year. So I have bad experience. I bought lots of furniture, spend lot of money, but all the furniture I have to replace in one hour. Look good but quality is bad, so I will not suggest to furniture. You just throw your money in garbage, so I will never buy again from Pottery Barn.

I ordered a vanity sink and when it was delivered the men did not go over it with me to make sure it was in good condition. So after they left I noticed a mark in the front (that appeared to be a ding one inch long and dark). Very noticeable. So I called customer care to see what we could do and ended up with talking to a guy named Michael. If you schedule anything with a guy named Michael ask to speak to someone else immediately this guy should be fired. So Michael said he could send a Pottery Barn medic out to fix the ding and if they couldn't then it could be replaced easily. So we made an appointment for them to come out and guess what. No one showed up that day. So I called them after waiting an hour and driving 2 hours out of my way and asked what happened.

I have had delivery delays and ordered $5000 worth of furniture and been charged over $8000 on their credit card. They cannot reconcile and will be credit my account. I ordered in Sept 2018 $5000. One mix up, there were 2 consoles ordered when I was ordering only 1. Since then customer service has stated 4 have been ordered and that I have one in my home. I returned the one I ordered, they could not find the return when after numerous calls they stated they found the return with another order. None of these extra ones have been delivered and no credits.

In early December I purchased two drapery panels. They were too long. I requested a return, which was approved. I have an email that states "a refund will be issued". It is now February 5, 2019 and still no refund. I called today and long story short, I will be receiving a gift card, which I don't need and will not use. I told the lady that had I been told (and have documentation) I was going to be given a gift card, I would not have ordered my replacement drapes until I received the card. So, now I am out $249.50. She said she could do nothing, absolutely nothing. EXTREMELY DISAPPOINTED. WILL NEVER SHOP HERE AGAIN.