Pottery Barn Reviews

Fast forward to June, with zero progress made on Pottery Barn's 10-stage 'production process', I decided to contact Customer Service. They assured me it would be moving to the next stage very soon. What do ya know? Later that day it progressed to the next stage. It's literally like they were waiting for me to call and ask where my order was before doing anything. Odd for sure, but I was ok with that. By now, there wasn't a chance that I would receive it by the estimated 2-week delivery window I was initially quoted, but I decided to cut them some slack because once again, COVID, and I'm all about understanding in difficult times.

June 18th comes around and I don't hear a single thing. Not an email, not a call, not a text; nothing. I finally reached out again (proactively, mind you), and they said, "Your order is delayed and your new delivery estimate is in July"; July 2nd - 12th to be exact. Well, July 12th comes around and I see that 2 out of my 3 piece sectional couch are 'ready to be scheduled for delivery'. Great, I thought! So I call to find out what's going on. They told me that the order doesn't get scheduled for delivery until all of the pieces are ready. Ok, that sounds reasonable to me. Then the customer service rep tells me that the 3rd piece is delayed again and won't be ready for another month. Fantastic. She then tells me that it actually is being finished right now and the entire couch will be ready for delivery as soon as next week. Boy am I excited at this point, as it's now a month late after a 5-month wait.

I schedule the delivery at their first available date, July 19th, 2021. The delivery truck shows up as scheduled, the guys are nice, professional, and courteous. They start unpacking the couch pieces, and what do you know? The couch has TWO pieces in one fabric and one color, and the THIRD piece is a completely different fabric and color. Two of the pieces are actually the same shape (corner wedge).

After contacting customer service AGAIN, they said: "Oh yeah, the factory messed up your order and decided to build a 3-piece couch with 2 of the same pieces (corner wedge) in 2 SEPARATE COLORS AND FABRICS." Not only would this not work because they don't fit together, but it also somehow passed quality control and was packaged up like everything was totally fine. How in the world does something like this happen? Who would ever order a couch with two identical pieces in two separate colors and fabrics? Mindblowing. It gets better. Customer Service said, "No problem, we'll place a new order for the correct piece in the correct fabric and correct color." Great, I thought! When will I be receiving it? November or December they said. Are you kidding me? I now have to wait another 5-6 months so you can deliver the correct couch piece I already waited 5 months for? Haha, I think not.

It gets better. They offered me 20% back to keep the wrong piece in the wrong color. At that point I absolutely lost it and just asked for a refund because I was done with the nonsense. Unsurprisingly, they can take 5-6 months to deliver a couch, but they're able to pick up the wrong item in 2 days. So now do I not only have a couch I waited 5 months for, I got rid of my old couch to make way for the new one, so I'll be sitting on the living room floor for the next 6 months while I find a new one. Potter Barn, you really outdid yourselves on this one. I know losing a single customer means nothing to you, but you really need to get your act together because this has been the absolute worst buying experience of my life.

Keep in mind this is baby furniture. What am I supposed to do? Buy my baby furniture 18 months before conception to ensure it arrives on time. This is a complete and utter failure on PB – yet they won’t own up to it. They continually blame it on their suppliers as if it’s their suppliers who are making the call to display everything on the PB website as “in stock.” I called today to gather more information and they offered to exchange it for another chair on their website. I was directed to browse their sub-section of “in stock chairs and ottomans” on their website, I chose one that listed as in-stock online, gave the customer service supervisor the SKU and she told me that this particular chair was out of stock, and even better – was never going to be offered in that fabric again. Yet, the promised delivery date online was 8/6-8/20 FOR A CHAIR THEY NO LONGER MAKE AND WILL NEVER MAKE AGAIN.

It’s like the reps don’t even know what PB has in stock, as if pottery barn expects to find its products floating in the sky and if you’re lucky you’ll get one of them. They were absolutely no help at all. I knew I was going to get the run around when the customer service supervisor refused to give me her name and when I asked for her manager's information, she said she didn’t have one. Am I to believe she reports directly to the CEO? Switching gears, we ordered a nursery dresser from another merchant, but they let us know they couldn’t honor their original shipment date and offered to cancel our order. We did cancel and ordered the Kendall dresser from PB which is sitting at the delivery center at the time of this writing.

We were charged two shipping charges for $299 per order (the dresser and our original order), but PB will hold both orders and ship at once. So, I was charged for shipping twice, but they will hold both orders to ship at one time, eliminating the duplication of costs for them. I’d be ok with paying $300 if they actually shipped the first order when it was ready, but pottery barn has essentially robbed me of $300. I will never purchase another item from pottery barn ever again. I get better customer service from “cheap” brands like Wal-Mart and Target.

If a company as “premium” as pottery barn has such horrible customer service and supply chain management. The company deserves all the negative press it gets. To summarize, only purchase furniture from PB if you want subpar furniture for a premium price and you want to be treated like a piece-of-trash-criminal (no offense to any criminals reading this, it’s an insult to PB’s customer service) on trial every time you call customer service.

Original Review: July 13, 2021

I searched for an art trolley online. One, by Honey-Can-Do, was $70. It had weak reviews, which mainly focused on the poor quality of the product, and the "rickety" nature of the trolley once it was completed. So, I purchased a similar-looking product on the Pottery Barn site for $149. It was so similar-looking that I check thoroughly to see if it was actually the Honey-Can-Do product. As it was mentioned nowhere, I concluded it must be a superior product, given the price.

It arrived. I put it together. It seemed cheap. The "wood" split in places, and it was not stable. Only then did I notice on the outer box the words "Honey-Can-Do". I complained, and asked for a price match. Pottery Barn refused. I consider this to be outrageous and unethical behavior from Pottery Barn, as they hid the brand of the product until it was sent, and used the cover of their own brand to price gouge their customer, charging twice the normal market value of the product.

Well, I accepted the order rather than go through the hassle again of trying repeatedly to reach someone who could make a decision, then sending pictures and bringing my total waiting time to well over a year. Now, either the manufacturer slaps any shade of brown on a sofa they happen to have in stock, or, the color samples on the Pottery Barn website are so absurdly off base they're not only useless, they're deceitful, or, and this is the most likely, the company is so inept, so incompetent they're incapable of properly filling an order. Bottom line: if you're in the market for a leather sofa simply ignore their glitzy ads and buy somewhere else. Dealing with this company is a nightmare.

Original Review: Ordered two leather couches end of 2020 and waited four months for delivery. When they arrived they were the wrong items. After numerous unanswered messages to their site and several calls, plus providing photos of the wrong items, they agreed to order and send the correct sofas at end of July, another four months. When I checked the site at the beginning of this month (July) for the exact date of delivery I found out there would be ANOTHER 4-month delay, bringing the so-called delivery date to end of October. So now delivery times has been stretched well into 10 months.

Calls to the company end in frustration. I've been unable to speak to a manager and was told I could cancel the order and get a PARTIAL refund. Mind you, I've already paid $5,000. for the wrong sofas. Finally, there is nothing on my account page to indicate the replacement sofas were even ordered or that I'll actually get them. I've never run into this level of indifference and incompetence before in dealing with a retail operation. It's frustrating beyond measure.

Original Review: July 5, 2021

Buyer beware! Delivery dates are 100% inaccurate and customer services is hard to reach. I ordered a sofa through the website on March 21st, 2021. Prior to submitting my order, the review listed delivery dates within the first 2 weeks of July. I received my order confirmation and the delivery dates changed to end of July through first week of August (several weeks over the 12-15 week ‘custom’ time frame given on the PB website). I was bummed but I figured the confirmation dates were pulled from a more up to date system. Besides, at that point I would’ve still had the sofa in time for my office reopening.

Welp, a week ago I received an “order update” stating my order is delayed and the new delivery dates are end of August through 2nd week of September. What. The. Heck. My sofa is not going to be here in time and my calls to customer service have been met with answer/drops. I AM LIVID. Based on the other reviews, it’s clear PB has known for several months that the 12-15 week custom order time frame is wholly inaccurate. PB needs to be honest and upfront about their 22-25 week wait so their customers can make informed purchase decisions.

I have another order that was purchased (Cane Mirror) that said will arrive in 2 weeks. That was three months ago, still says it on website. The vendor they use created a shipping label day one, so I can't cancel as it's been in a shipping status for 90 days. UPS label created, hasn't left warehouse. This also seems dishonest. Customer service was unhelpful. In December I purchased a Planted Orchid - pushed back every month, then notified me it's been canceled. However; I called in and CS told me I couldn't cancel the order myself after 4 months of waiting. The item is still on website to purchase today. In a nutshell, they can't fulfill 50% of the orders I place, and they have system that isn't fluid for delivery and doesn't allow customers to cancel.

We requested to speak to a supervisor, and were told that we would be contacted within 48 hours. That was about two months ago. They never contacted us. We assumed they had resolved the issue. Our PB decorator ordered a rug for us a few days ago, and inadvertently, we learned that it was canceled by the Chargeback Department! Our decorator knows nothing about it. It's unfortunate that this inept Chargeback office is likely to force us to purchase furniture elsewhere.

When I called customer service, a woman on the other line was yelling that the room was not empty, and refused to listen to anything I had to say. I made several phone calls in an attempt to get the men to return, and one representative reported that the woman who called me, claimed that no one answered my phone, while also claiming that she did speak to me and I acted as if I did not know anything about any deliveries. Needless to say, my calls yielded no fruit and certainly no results.

On May 2, 2021, I researched the subject purchase and decided that the whole experience with that bed was so negative, I decided to cancel that purchase and order a less expensive bed. The delivery date was set for May 19, 2021. Again, I was excited when the delivery men showed up on the scheduled time. The room was still empty, and I expected no problems. The men came in and saw the room and proceeded to bring in the bed. Everything seemed to go as clockwork—then one of the men approached me with the dreaded four words; “There is a problem”. He proceeds to show me an empty package while trying to explain, in Spanish, that something was “missing”, and they could not complete the install and/ or assembly.

I told the man to call his office. In the interim, I called the delivery office, and a representative was able to explain that the hardware to assemble the bed was missing. I then suggested that they go to Home Depot to which she stated that I would void my warranty. The worst of it was that no one could tell me when the missing parts would arrive-I have not heard one thing as of this writing. No one made any effort to rectify the situation.

It is noted that I was promised monetary recompense from the prior fiasco, and that someone would be contacting me to that end. That did not happen. Here, I was offered $100. I was forced to go to the outlet in Riverhead, NY—about 50 miles away. There, those representatives actually went into the back room and brought out a huge container of hardware. I was able to find many pieces, but I still had to go to Home Depot. The next day, I had to hire someone to assemble the bed—he charged me $250.00. I have yet to hear from Pottery Barn about the missing hardware.

To continue I would to state that our local Pottery Barn store and staff have been fantastic. I feel sorry and pity them for having the rest of their corporate structure completely fails only because they can hide behind the local stores and staff and not deal with the customers. The section sofa was delivered on June 6. When it was removed from the truck it was completed covered in plastic wrap. The delivery team removed the wrapping every piece was covered in large dirty stains and marks. The pieces couldn't to be proper attached to one another because 50% of the hardware was missing or was improperly installed. The delivery team took photos.

We took photos and we immediately call customer service again we got an apology and again got the COVID, supply chain, and new unskilled workman excuse. We were given the option for a full refund or we could keep and use the existing sofa and they would reorder with expedited delivery in 6 weeks. We chose the later, wondering how could you build and deliver in 6 weeks when they couldn't delivery on time originally. They gave us a $900.00 credit from our $4,800.00 purchase as initial compensation.

The delivery date for the new section sofa was Sep 18 and as usual was extended to Sep 30 on the first day of the order. One of the email regarding the order stated that if the replacement had any issues we would not have any recourse. I immediately contact the customer service rep and told her this was unacceptable and that I but in a dispute for the credit card purchase. Surprisingly, the delivery was August 15 at the original 6 week mark and early than their tracking. This only make it clear that Pottery Barn does not have insight into all of their departments and the all operate in silos.

The new sofa look fine. It wasn't until four month later we realized that there was an issue with all nine seat and back cushions. It turned out that each of the cushions was incorrectly made and only had have the fill required. Again, customer service ordered 9 new cushions and when they arrived we were responsible for removing the covered and cover the new cushions and disposal of the old inferior cushions. One cushion was delivered on Feb 16, 4 were delivered on March 18, 3 were delivered on April 15, and the last one was delivered on April 29. Luckily our local store send out their Operations Director to assist with changing them out. After all the waiting customer service offered a $400.00 Pottery Barn gift card. Nice gesture, but after all this I wouldn't want anything from Pottery Barn, but then again, our local store is fantastic.

It was then discovered they did not send the correct one and it had to be reordered. That is where we are are now, waiting for the last cushion. Unknown to us, the other issue was that we had to pay for waste removal for the nine cushions were considered hazardous material and could not be place is our normal trash and no charity wanted them. That cost us $200.00. The last thing I heard that a Social Media celebrity, Mikayla Nogueira, had an issue with Pottery Barn and some bedroom furniture. After calling them out on Social Media where she has over 12 million viewers on TikTok and 2.1 million on Instagram, Pottery Barn is bending over backward trying to make her happy and is even being contacted by Pottery Barn corporate management to resolve her problem. Go figure if you are an average person you are expendable.

Original Review: In February we order a sectional sofa with a delivery date of 12 weeks for April 2016. After 6 weeks we got a notification that the delivery was changed to May 2016. Then a week later it was changed again to June 2016. In May to our surprise we got another notification that the estimated delivery was the last two weeks in May. The tracking data was completely inaccurate. We called and were told that one piece not completed yet.

When we expressed our disappointment, the customer service reps only response was, "You haven't paid for it yet". This was completely inappropriate. We entered into a contractual agreement with Pottery Barn and they have failed to follow through responsibility. I'm sure the fine print states they cannot be held to a delivery date. However, I get at least 7 emails a week from Pottery Barn for sales on items with 12 weeks delivery knowing perfectly well that they have no intention of delivering on time. I'm tired of hearing the excuse that it's the COVID-19 Pandemic. Too bad, determine the schedule of your products. You should be out of business. Then again it's the customers that control that, which is why I'm writing this review.

If I cancelled and went with someone else, I would be in the same situation. With my luck, the sectional will shipped, my credit card will be charged, it will arrive, with major problems and then I'll have to deal with that. Pottery Barn, WAKE UP, and be responsible to your customers. If it's going to take 6 months say 6 months, if it's 9 months, say 9 month. Don't lead us on.

I followed up with another email 24 hours later (on Monday) and then another call to customer service (on Tuesday) as well as an email and a phone call to the salesperson who sold me the bed frame. I have not received any responses. Considering that this expensive item broken within 24 hours of it being installed by Pottery Barn, I would expect a better response. I had been thinking about ordering more items from them since we just moved but, after this beyond terrible lack of response from the company, I cannot imagine doing so.

I call & they say, “Your order was in backorder. We sent you an email on April 10” - I ask what email they have to confirm the correct email address & they do. But I don’t have an email. (Still get no emails, btw.) I’ve called to find out what’s going on, get an update on status & such about 10 times now, but I won’t bore you with all the back & forth & just summarize by saying this: the rep will say “I do apologize" & then tell me what they can see. Which isn’t much at all - really no different than what you can see in online tracker. 6 different reps have “placed a ticket” to have “The Vendor” reach out to me. I’ve heard not a peep from the vendor.

About “The Vendor”... It’s Sutter Street Manufacturing. Go ahead. Look it up. You’ll find that Sutter Street is Williams-Sonoma/Pottery Barn/etc... It’s all the same company! But evidently they can’t talk with the different “departments” efficiently enough to keep their customers in-the-know...or, perhaps more likely! They choose not to communicate.

This is the best phone call of them all. April 26 the rep literally says to me that the estimated delivery dates displayed when shopping online are

2) this computer algorithm is broken because of Covid.

Catch that? They know their “date of delivery estimator” is known to be broken, but they still use it. This rep told me it could take six months or more longer. At the time, I didn’t want to believe him. But now, I could write a 25,000 word story as I’ve called several times. Bottom line is they are full of it. Lies. Lies. Lies. Every time I call, I get a different story. As of this writing, the estimated delivery date has changed three times. Now is currently June 4-20.

On April 9th, I received a call from NJ, saying one of my pieces were “misplaced” in the warehouse and I will be notified when they find it, “but don’t worry, it’s here somewhere.” Since I have not heard from anyone, on April 16th I called customer service, who transferred me to a woman I could barely hear. It sounded like she was holding the phone under her chin, so all I heard was a muffled voice. When I said, “I’m having a hard time hearing you” she put me on hold (and apparently transferred my call) and after several minutes, another woman I could barely hear picked up the phone. She said I was calling the west coast and would need to reach the east coast because she had no records of my order. I couldn’t get the correct number to call from her, because again, I could not make out all of what she was saying.

I researched some Pottery Barn numbers in NJ and called one. A Lady (I could hear!) said, "You need to call the shipping center" and gave me the number. I called shipping and was told that a ticket was submitted to find out the status of my 3rd sofa piece and I should hear from someone in the next 2 days. 3 days later, I received 2 emails saying my order for a “round leg” was confirmed, the expected shipping date is June 7th. Are you kidding me?! It would be nice to receive a call from someone explaining this. You could imagine my confusion when I looked at the emails, thinking “I didn’t order anything.”

What really worries me is how am I supposed to trust what I am receiving? If they had to order leg replacements because of damage (which is what I assume, since I have not been told differently), how am I supposed to know that there is no further damage to the piece? They don’t care, they have my money. Needless to say, I will think twice before I buy from Pottery Barn again and I hope other customers will too.

Original Review: Pottery Barn, sells stuff They don't have! Some orders are left on backorder for months before canceling. I have several more orders on backorder order, don't know if I can expect them or not. You can't count on these companies to fill the orders.... VERY UPSETTING!! I have also experienced this with Their sister companies, Rejuvenation (they recently canceled 2 blankets), Williams Sonoma, West Elm. They sure don't seem to care about their customers!!

Original Review: April 17, 2021

I ordered a TV console during Thanksgiving (2020) and finally received a couple of months back. We were so disappointed to see one of the pieces has a finishing defect and it is so obvious and doesn't look nice for the price we paid (we paid around $2800). I am not pleased with the furniture from such a reputed prestige goods organization. Disappointed!

Now my wife and I have to scramble to find furniture that matches a room we painted and decorated in a short amount of time. All they offered was our money back which helps NOTHING and NOBODY. Do not spend a dollar here as they over promise and underperform in every aspect possible. Absolute worst experience I have ever gone through in my life.

Well, 12 weeks go by and I decide to check the ETA and I see that my order has been pushed out to late July! That’s 5 months from my replacement order! I contacted customer service and they “kindly” and “apologetically” let me know that my order hadn’t been put into production yet. I asked if I could just cancel the order and get a refund, but no, sorry. They said I would have to wait until the couch was delivered to make any returns and there was nothing else they could do. Well, today was finally the day I had been waiting 7 months for! I would finally have a couch and this unbelievable nightmare would officially be over!!.. Hmm, not exactly. I got a knock at my door and the delivery agent informs me that the couch is damaged and I need to come take a look to see if I wanted to still keep the couch or not. Sure enough, there’s a 3 inch gash with black smudges all around as if someone dragged it carelessly across blacktop.

Looking on the bright side, I wasn’t completely wrong since this nightmare is officially over and I was finally able to return the couch!! I will say, it feels good to be free of this burden and it’s comforting to know that I will never have to do business here again! Phew! Now this is just my opinion and I’m not going to tell you not to do business here, but maybe try other places before resorting to PotteryBarn/Williams-Sonoma? Seriously though, like anywhere else. Your mental health and wallet will thank you! Also, if you do have to buy something from here, be ready to wait, and then wait some more, and then be ready to be ultimately disappointed.

If you set the bar nice and low, maybe you’ll be able to stomach the amount of money you spent at a company where customer service and satisfaction are utterly disregarded and ignored. @potterybarn customer service. No need to reach out. This issue is resolved, assuming that my money is successfully returned to me in the next couple of days.

Updated on 04/22/2021: If you are looking to get a new couch, be sure to give yourself a 7+ month grace period of being couch-less. They will tell you 7-8 weeks, but they don’t mean it and it will be followed by delays without explanation or notifications. Also, don’t let the high prices fool you into thinking that you’re going to be getting an excellent product and even better service, because you will not. I have already been charged over $4k and after 5 months I have just found out that my replacement order (that’s right ‘replacement’ because they lost the first one) hasn’t even been put into production, even though I was told by customer service back in February that they were expediting my order! HAHA hilarious. Anyways, as you can tell, I highly regret doing business with this company. I’ve been nothing but disappointed and can’t wait for this to be over.

Original Review: Bought the Big Sur sectional, an over $4k purchase in November 2020. It was supposed to be delivered in 8-12 weeks and we got a notification that they had LOST the couch.... no explanation, no apologies, just that they were remaking the couch. It has now updated to end of July.... that’s 7-8 months. I’m beyond shocked I don’t even know what to do. No one will help me. They literally do not care.

Original: I purchased this beautiful table in May 2020, it was delivered in late June 2020. It’s hardly been used due to COVID, we have been on lockdown. The finish has started coming off in random areas of the tabletop. I started contacting Pottery Barn in February after getting vaccinated. The first representative was Mary who told me to contact **, she said that they were contracted to do repair work for Pottery Barn. They requested pictures which I sent right away. No one would respond from that company. I called Pottery Barn back. Spoke to Hannah who said she would take care of it, again no response. Then Anne at Pottery Barn said she would take care of it. Next is Tim then Debra then my husband spoke to Anne who said our policy is 30 DAYS only. Note that I was never told this by any other representative. I have been sending emails and photos along with phone calls for months.

I paid over $1500 for the table only. It’s hardly been used and the finish is coming off. I have been told several times by several representatives this would be repaired or replaced. This is horrible customer service from a company who is supposed to be a higher end furniture company. I feel like I’ve been given a runaround for several months and it’s still not resolved.

No one has contacted me to schedule the delivery and I fear additional delays based on my experience so far and my review of a bunch of reviews complaining about delays. I have not had a couch in my living room for about a month and this 5-month wait has become ridiculous. I have contacted customer service at least 10 times and they have never given me straight answers or even told me where the couch is. This delay is unacceptable, especially in light of the hefty $250 delivery fee. I just want my couch. But if the delays continue, I will have to look into cancelling my order and ordering a replacement from a company with reliable shipping.

That person answered the phone with an attitude (which wasn't the norm for the other people I have spoken with. Her name was Christine!). I asked one question, "Do you think this is the level of service that Pottery Barn should be providing to their customers"? She proceeded to have a long list of excuses explaining the process to me. I told her I just need a yes or no to my answer. Getting even more agitated she told me I wasn't entitle to jump in line and they have a process to follow. Shocked, I said I wasn't asking to go in front of anyone else. I was simply asking to speak to a supervisor and I was in the queue to do so for at least 15 mins. She raised her voice and said I don't get to jump over people. I finally hung up on her because it was an insane conversation. Luckily I have the right to choose who I do business with and that will never be Pottery Barn or any of the Williams Sonoma companies ever again!

In disbelief, I called back and the second customer service rep made an exception for me and agreed to cover shipping of the defective unit back as well as refund my money. While I am grateful for her common sense, I'm really disillusioned by Pottery Barn. What respectable company makes a product that fails after less than 2 months and doesn't own the defect?

Original Review: April 2, 2021

I called customer service regarding a clear mathematical error in the invoice for my purchase from Pottery Barn (i.e., $39.50 product + 8.00 shipping + 3.04 taxes does not = $70.54). I was informed that the $20 difference was due to a recently implemented Hawaii surcharge, which was not disclosed prior to purchase and which did not appear in the invoice (resulting in the apparent mathematical error which prompted my call in the first place). I have purchased from Pottery Barn many times previously without the surcharge and without any issues. The company was unable (or unwilling) to cancel the order despite the fact that it had not shipped yet.

The company's proposed solution was for me to return the product when it arrived and get refunded the cost of the product, which would then result in me paying $28 (hidden surcharge + shipping) in exchange for nothing. I indicated that charging hidden and non-refundable fees to consumers is improper and may run afoul of the laws against unfair and deceptive trade practices (I am an attorney).

In response, the company claimed that the surcharge would have shown on the order form prior to purchase (not true) and could also be found on the shipping page on the website (so one would have to navigate to another page themselves to read through fine print). I was then told that for any further assistance I would need to search the website to find contact information for the legal department as the customer service representative was "instructed to end the call." As a (former) regular customer I am especially disappointed in the dismal and outright offensive "customer service." The cost of the loss of my business far exceeds the $20 that Pottery Barn sought to pocket through its hidden surcharge.

Updated on 04/07/2021: An update from our review on 3/25 titled "Look at all of the other reviews". Our furniture was not delivered as promised on 4/5. We were told our piece was lost in the warehouse and we would have to order a replacement piece that would be delivered in July. A July delivery date would be 10 months after we originally ordered it and 7 months after our credit card was charged. TAKE YOUR MONEY ELSEWHERE. THEY DO NOT CARE ABOUT YOUR ORDER.

Original review: Look at all of the other reviews on here - don't think it won't happen to you! We ordered an outdoor sectional on September 1st, 2020. The cushions and cover arrived a few weeks after we placed the order. The frame was supposed to be delivered around Thanksgiving but the delivery date was pushed back to March 2021. We were charged for the frame on December 15th, 2020, despite the fact that the frame wouldn't be delivered for another 3 months. We still do not have the frame as of today. The cushions and cover have been sitting in a closet for 6 months.

We called PB on March 5th to get an update on our order. We were told that the frame was supposed to ship from the vendor that day and that we should call back the next week to verify the frame shipped. On March 10th we called to verify that the frame left the vendor and were told it did. We were instructed to call back early next week to schedule a delivery. We called on March 15th to schedule a delivery. We were told the frame was ready to ship and a delivery date of April 5th was set up. A few hours later, we received a confirmation e-mail - FOR A REPAIR APPOINTMENT. We don't have the frame - we do not understand why we were set up for a repair appointment for furniture we don't even have!

We called back after receiving the confirmation e-mail and waited on the phone for over an hour with a rep. who tried to figure out what happened. All she was able to tell us was there was some "disconnect" within the system and they are unable to track the item or provide explanation on why two separate people told us the frame was ready to be delivered. She told us that the logistics team would investigate and would be in touch in a couple of days.

A couple of days went by and we did not hear anything from them, so we called back for another update on March 17th. The rep. who helped us that day gave us a completely different story. Apparently the frame is supposed to ship directly from the vendor, but he wasn't able to verify the frame's location. It's baffling why two people in early March were able to track the frame and instruct us to call back to schedule a delivery when it supposedly isn't being shipped by PB. The rep. also told us he was putting it on his personal calendar to give us an update by today (March 25th). We have not heard anything from PB since we last called on March 17th.

We don't know what to do at this point. PB cannot figure out where our order is and no one is returning our calls. We already contacted the support e-mail address and have not received an update there either. To make things worse, the frame has disappeared off the online tracking tool. We are very concerned that the frame will be lost and forgotten about.

We had shipping issues with PB with a separate order in early 2020, but were willing to give them another chance due to covid and the fact that they compensated us for the delay. Having gone through this headache a second time, we will never purchase from PB again unless this situation is resolved adequately. To everyone else in the same position as us, you are not alone.

Original Review: It turns out you need to be tall to open this recliner...push off firmly from the floor. Not like a La-Z-Boy. I am 5 ft 3" and their tech came out and told me to put my feet on the base of the seat and push back! I have bought many bedroom sets for homes and rental properties... Never again. They have refused to make any adjustment.

Original Review: I made the mistake and did NOT listen to the reviews! I ordered furniture from them in Dec 2020. The estimated delivery was 4 weeks. I figured a delay would be normal based on the reviews so I was prepared. It is NOW 4 months later and NO furniture. I call them and they tell me they can not talk to their vendors and it will be at least another 3 months. Which means another 6 Month. That will be almost a year to wait for furniture?? I have not been offered anything in return for this mess. No one can help but yet they take your money no problem. STAY AWAY from any furniture orders! Listen to the reviews and RUN.

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

Original Review: Oct. 27, 2020

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

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

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

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

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