Pottery Barn Reviews

I bought over $2,000 in light fixtures online. Soon after they arrived, I noticed they had gone on sale. They were hanging light fixtures and needed to be installed and I was waiting for my electrician. I called Pottery Barn and asked them for a credit to reflect the new price without me having to send them all back and buy them again. You would think logic would prevail but nope. They said they don’t do price correction and I would have to return and re-buy. Well, I’m returning but not re-buying and will never buy anything there again. Absolutely stupid policy that will prove to be the end of them. So happy they’re still in the boxes and ready to go.

This is now the 4th missed deadline for promised delivery. Customer Service can say all the right words, but they really haven't a clue nor any influence over the fulfillment of furniture orders. I ordered 8 dining chairs in October and did receive half of them in Dec., which then allowed PB to charge and collect payment for the entire order. Two months later, I am still waiting for the other 4 chairs. I have just been told they can't find them in transit or at the warehouse, so they have issued me a new order number. Thus, I'm looking at 2 more months to fabricate and ship. This company is in a sad state of affairs.

After ordering a couch in November and being told it would take 3 months to deliver, I have since been notified that it will be another 4 months (for a total of 7 months) before delivery. When multiple requests for an explanation went unanswered and over 2 hours on the phone with corporate office, they can still not provide any reason for the delay because they say their manufacturer hasn't responded in over a week. They first stated the only refund could be given in store credit. I also purchased a matching coffee table for the couch, which now will not match because the couch will not be delivered in even close to a timely manner. And this headache cost me thousands of dollars and hours of time.

I ordered all my nursery furniture from Pottery Barn months ago thinking it would arrive way before the baby, and now I fear the baby will get here before any of my furniture. I have contacted Pottery Barn every day for the past 2 weeks about getting my furniture delivered. The furniture IS NOT backordered, has been sitting in a warehouse and has been charged to my card (over $3,000). Yet, every time I call, they tell me they have issued a ticket for delivery and that someone will call me back within 24 hours.

I’ve been a loyal customer for over 10 years and use the PB cc regularly. The last four experiences have left me dumbfounded. I have a story but to much to list here. BUYER BEWARE, I think PB will not be in business much longer. Rewards program has gone down hill, deceiving company and poor customer service. Use extreme caution when buying or trying to return items,

I tried to purchase a sleeper sofa and an ottoman. The Washington Square Oregon associate had no knowledge of the products to be able to help. Here is what everything went wrong: Because she ordered mismatched series of the two while I told her what I wanted, she demanded two shipments (because of mismatch) and I had to pay for two shipments. The sofa on back order takes a month longer to get. Without knowing the error, I put the shipping address on the ottoman to my construction company as a temp place where no one will receive because the house they are going into is not built. I got home, looking at the receipt and found the two are different products in a different series. I called within an hour of the purchase and had to get hold of a manager to cancel. She told me that cancellation would be processed the next day. So, that next day became a whole month with promise to get a call to confirm the cancellation.

First and last time buying a sofa from this expensive store. Mislead information about delivery time, horrible customer services in the store and on the phone. Nobody knows about the company policies and if you call it may take 1-2 hours to reach the right person. Unfortunately, one of the worst experiences ever.

In 2018 I purchased a new sectional and leather chair along with pillows, throws, etc. I spent quite a bit of money. I opened a Pottery Barn account when I found out I would receive a 10% back certificate. I then purchased online banquette cushions which didn't fit and were returned. No one told me I then lost the $150 since I paid with a certificate! I was told on the phone if you pay with a certificate and then return an item you lose those rewards! I canceled my card and will never shop at Pottery Barn again. Deceptive program - sneaking in ways to not allow usage of this 10% back program.

After calling several of the stores… Sadly they informed me that company's new policy is not to take credit cards on the phone… If I wanted the merchandise I needed to come in and pick it up. I explained I live 2000 miles away. One of the store managers stated if I purchase online a gift card I could then call back the store and use the gift card. After attempting to make that move I was informed the store would not accept the gift card I purchased online- Pottery Barn is making it very difficult to make purchases on items at local stores might not carry… No wonder more people are switching to Amazon!

Purchased my dream sofa from Pottery Barn. It arrived as scheduled and it appeared to be in perfect condition. Several months later, I removed the pillow covers to wash...advertised as totally washable. As soon as I unzipped the cover, feathers began to fly. The fabric holding the feather part was totally rotted away. So, now when I need to remove the pillow covers to launder, I have to tape my $2,000 couch together. I did call customer service knowing that it had been too long for an adjustment, but thought they should know about the quality of the sofa...absolutely zero interest. I even took pictures and emailed them. "Oops too bad" was the only response.

chairs. Within 2 weeks canceled order due to the poor customer service I was experiencing on a sectional with a PB defective fabric slipcover I had recently purchased. Cancelled my PB credit card.

I ordered four chairs for my kitchen table (they were $100 each so nice chairs). When they arrived two were the wrong color. I figured mistakes happen and called and informed Pottery Barn and they apologized and said they would send two of the correct chairs immediately. When the two new chairs arrived the boxes were pretty beat up, but I ignored that and was just happy I finally had what I ordered a month prior. When I opened these chairs they were not packed at all, so all the pieces being loose had been thrown around and chipped each other pretty badly. On top of that half the screws and bolts were missing, and those that were in the box were sent to me in a ziplock sandwich bag. There also no instructions in the box as well.

Purchased a school backpack on July 3, 2018 for my high school daughter. She only carries a laptop and 3 notebooks and the backpack is already falling apart, straps are separating from body of backpack. Called Customer Service and spoke to Haley who informed me that they do not have any kind of warranty or stand behind their products because "kids can be really rough on their backpacks." Then she offered to help me purchase another backpack. PB Teen does not provide reviews on their site for just this reason. Customers are not happy with the quality of their products.

I returned several items from several orders by mail. All orders received by Pottery Barn over a month ago. Hours on the phone with customer service and emails. Still no refund. Pottery Barn is a total disgrace.

Updated on 1/14/2019: I was able to email a higher up in the company, and they called me to apologize for the inconvenience. while it was too late to really fix any issue as the sectional was shipped out and is on its way to its distribution facility, the women assured me she would keep in touch and let me know once it arrives. She also let me know that whoever I spoke to before, was wrong in telling me Id be billed once the item is delivered. The correction would be billed once it "ships". Which it technically has shipped and is on its way to the distribution facility. She also emailed her contact info so that I can reach her. So I've bumped my review up to 3 stars. will update again once I receive word on the sectional.

Bought a sofa from the Walnut Creek, CA store, the store would not let me take it from the floor for another week so they "don't have an empty spot" as if they did not have enough clutter already to fill the spot. The next day, I told them I wanted to exchange the sofa that was still in their store with another one and they would not let me because my husband absolutely hated the look and how deep and uncomfortable the sectional was. They said no way! I am stuck with a $2000.00 sofa that I hate. They sold me a stained sofa and I could not take the stain off even though it was supposed to be Sunbrella fabric! Terrible service and product! Even one of their own employees said she hated that sofa and yet would not let us exchange it while still on their floor and only 24 hours later. Majority of reviews of this outlet are negative. A bunch of older ladies trying to make a quick sale with no customer support...

We were remodeling my daughter's bedroom and upgrading her bedroom furniture. We ordered a "custom" upholstered bed with storage drawers that cost more than the remodel itself, upwards of $4000. We waited 3 months for the bed and when it finally arrived one of four drawers was broken. We did not receive the drawer for over 6 months and only after at least 15 phone calls. I think they were hoping that we would forget it and settle for the drawer that could not be used. I was constantly assured that it was on its way and I would receive a credit of some sort for our inconvenience. However it never happened. I have had difficulties with Pottery Barn in the past but nothing like this. Most of the staff was rude and acted like it was a huge inconvenience for them. Only professionals were the delivery guys who apologized up and down. Done with Pottery Barn.

Over a period of 8 months, items ordered did not arrive, wrong items were shipped, back-orders were never filled until items were discontinued, "Rewards" became punishments. When trying to use the reward credits due me, and for which I had documents in hand, I purchased a few small items all within the amount of credits; i.e. I incurred no debt balance. PB charges your PB account for the items, and refuses to post credits until after the items arrive. Credits, according to their ill-conceived program, are posted at that time.

In the past, I have usually had a good experience with PB. So when I placed an order for a round, wooden dog bed, I was confident in the purchase. I was WRONG. This was one of the worst furniture buying experiences I have had. When I placed the order, I was given a delivery date of one month from the purchase. One month passed and zero contact. I called and was told they have to reach out to the manufacturer. When no call/email/text was placed to let me know what I should expect, I called again. I was told the same thing and received no follow up once more. Over the next 4 months I placed 10 different calls with the same result. Some of the calls were patched through to managers who provided no further insight.

Sadly, I have been caught twice by Pottery Barn. First time cushions (pillows) arrived with threads pulled so I returned them. Rude staff member on end of phone was not at all interested and just went through the motions. It took two months for the goods to be collected and another month for a refund to be processed. Not sure how it operates in the States but here we cannot take back to the store, the goods must be collected by their nominated courier. I don't think this is within Australian consumer law.

I ordered a dining table in November 2018. They invoiced me and took full payment a couple days later. I have been calling almost every week since then to get a status on the delivery. Just yesterday, January 5, I was finally told the table top was lost and needed to be reordered. I won't be receiving the table until mid February. This is extremely disappointing. Not only have I called multiple times and have not been able to get any answers to my questions but I have never been contacted by a supervisor as promised and worst of all I HAVE PAID FOR THIS TABLE IN FULL! I will never purchase anything from this company or any subsidiary company.

I ordered a custom Pottery Barn Kids glider in Oct 2018 and it was promised to be shipped by mid Dec 2018. By Late Dec, I received no notification on what happened to the order and called customer service from Pottery Barn Kids. I called three times before reaching a senior customer representative lead who promised to inquire and call me back after 2 days (Courtney **) but after another week, no response. I wrote an email to cancel the order & will likely need to change my credit card to avoid the charge whenever the glider appears. The order is over 3 weeks late and worse I have gotten no answers from customer service on what the status of the order is.

I ordered the Hart Buffet in August. The website said 10 weeks for delivery. The confirmation email had 12 weeks as the delivery date. A second email came at 12 weeks saying there was a delay and it would be another two months for delivery. Two months later, and customer service claimed the item was at the delivery service. But no, they claim they did not have it. Another 3 weeks and finally the delivery service says they have the item, but can't deliver it for another week and a half. I've called multiple times, been on hold for hours, and find the whole process has sucked any fun out of furnishing my new home that I might have once had. I wish I'd never set foot in Pottery Barn. 6 months from ordering, and I still don't have a piece of furniture. Completely unacceptable.

I wanted to order the Aura frame. They had the one I wanted. Touched base with them prior to 12/3/2018 to make sure it would come before 12/25. Confirmed. I called 12/8 to inquire. Confirmed. I had surgery 12/20. Emailed them and no response. Called prior to Christmas and they said it would arrive by 12/28. I emailed 12/28 with no response. I called on 12/30 and spoke to a supervisor who said the same thing that a vendor is not responding to their inquiries. She said she would investigate. I called 1/02/2019 to inquire. Same story. So I canceled the order. But I would seriously reconsider any purchase with them that involves their call center or a vendor. Their employees were nice though. Not helpful. But nice. The frames retail for $299.00. They are still on their site for sale with 1 to 3 week shipping.

My wife and I bought a bed at the Tyson's Corner Virginia store in June 2018. We even paid for special delivery and opened a Pottery Barn credit card at the time. They said our account wouldn't be charged till the bed was delivered. The delivery was delayed till August. Then they delivered a bed with the wrong size headboard. So they took the bed back and a month later delivered a headboard with no bed! They said the bed had been marked down as already delivered! It is now January 2019. We still have no bed. The customer service is of no help. No one knows where our bed is and to add insult their credit card company is charging us late fees for a $1600 bed we haven't received. Absolutely the worst consumer experience we've ever had. Never order anything from these guys. If you find something you like at the store you can overpay for it but never do anything that requires customer service!!!

Like so many other customers I have always enjoyed the shopping experience in the Pottery Barn stores as well as the beautiful catalogs full of design ideas and products. A messed up order at the store level resulted in messed up billing at the credit level resulting in messed up and lost/denied rewards. After spending over 5000.00 on two pieces of furniture I'm in the hole with rewards. I experienced frustrations at every level of service; wrong order completed at store, delayed shipping labels affecting quick returns that in turn affected billing of new and old orders.

Please think twice before ordering from Pottery Barn. We just moved and ordered a bed to be delivered Dec 28th. My issue is not as much that we are sleeping on the floor (probably for a month) as that we have called NINE times and every single customer service representative says something different. This is where my frustration lies. I will NEVER be buying ANYTHING from them again. I agree with other posts that they purposely make things very complicated, taking advantage of consumers which I find to be deplorable. I beg of you, take your business somewhere else, the aggravation is simply not worth it.

Though the quality of many Pottery Barn items are good such as bedding and some furnishings (though overpriced) my experience with Pottery Barn time and time again has been nothing short of awful. Not once but twice when I have ordered furniture on sale I have received emails stating there was a website error in pricing and they have cancelled my order. Another nightmare was ordering all the bedding for the those furniture sets. Obviously I returned it, unopened and within 2 weeks of receiving. I returned it to a store expecting they would credit my PB credit card. Nope weeks later I received a merchandise credit in the mail. What?!?? It took HOURS of phone calls and 2 months for them to get it right. Horrible.

Recently I bought a table at Pottery Barn online. I made the mistake of buying it at full price. Within days it was on sale for 20% off and free shipping. This company constantly emailed you and puts items on sale to the point where you should never buy something at full price. And unlike other retailers they will not honor the lower price if the item goes on sale within two weeks of you buying it. All quality retailers will honor sale prices. I’ve been on the phone and emailed Pottery Barn and they basically said “too bad.” That is because they know this is part of their game. They are not a high end retailer and don’t care about their loyal customers. Don’t shop here!

Placed an order online on Dec 19th prior to 12 noon. Website states if orders were placed by then it will be delivered by Dec 24th. Orders did not arrive on 24th. Received confirmation states the Dec 28th. Now checked online tracking, it states est. Jan 3. When placing the order there was no indication this was back ordered. Now there is a little girl waiting for her Christmas gift to arrive and again disappointed that it will not arrive today, Dec 28th. I called customer service, requested to speak with a supervisor but instead the phone went silent. She hung up.

Ugh! I wish I had read these reviews before I ordered the item! I ordered a media center in early December. The delivery window was Dec. 17-31. I really hoped to get it by Christmas but I realized the chances were small. I called Dec. 27 to check the status as I was not given ANY update on the progress of this order. I was told the piece was in a holding station in DC and needed to get shipped to a hub in Dallas. So in other words Pottery Barn gladly took (at what point can I say STOLE?) my money and cannot guarantee delivery of the item in a reasonable time. I know it's Christmas and there are going to be delays, but the rep I spoke with confirmed sometime in January. We'll see about that. Fingers crossed?

WOW! I thought I was the only person with these issues. I can't really say anything else... But I will. Let's see, multiple lies, several hours on hold, uncountable transfers. (Sometimes back to same department). I was actually told I was going to get some compensation for my aggravation. Two weeks later I emailed them (the actual store) and said, "Either let me know or just forget it." I just wanted to put this whole nightmare behind me. Anyway over a week later I got an apology email and they said they would get back to me in a couple of days. It's now been a week. After spending close to $20k with them I am done. I can go to IKEA and get treated better. This company is a TRAIN WRECK!!!

Where to begin! I had three incidences with them and I’m finished forever! I should have learned. Their customer service is the worse I have ever seen! It’s feel like Pottery Barn Kids trains it’s employees to delay making a decision and keep delaying their responses and passing the problem off to different reps, even though at the end of every email they all type the same thing, “I’m personally following your account.”

Told me they couldn’t cancel an order and had to wait till I had shipment confirmation then they could stop the order and carrier would send it back. Called after notification and now I have been told that I have to wait till I get it then return it! Do we know what we’re doing here? Totally incompetent and now I have to return which is what I was totally trying to avoid!!!

We ordered a king size upholstered bed on Sept. 3. We were given a mid-November delivery date. After being told it was still at the "vendor's", on December 8 I was charged the full amount which is over $2000. I called customer service when I saw this charge and checked the online status, and all said the bed was in the US warehouse and ready to ship. I checked today and the status is still that it's in the North Carolina warehouse sitting there. We have received no notifications from them informing us of a delay. We have a king mattress, etc. in our home with no frame taking up space. We are to have a house full of guests this week. Basically Pottery Barn has had our $2000 for 2 weeks and our order for 3 1/2 months and we have received nothing. I will never do business with this company again.

The quality is terrible... All you are paying for is the name. You would be better off going to a discount furniture store and getting a better product. In addition to the quality, deliveries are ALL messed up. When we purchased the set ($16K) in November we were assured it would all arrive before Christmas. Well... We just received an email stating everything is no on back order and will not arrive until the end of January. To remedy the situation I ordered a new bed on Wayfair and it arrived two days later. I'm considering returning ALL my Pottery Barn Furniture and buying everything off Wayfair.

I ordered an $80 holiday wreath from the ‘Holidays’ section of your website, under the ‘Wreaths & Garland’ category, on NOVEMBER 29TH. After deciding not to purchase a holiday wreath from other companies because they clearly cited late holiday delivery dates I specifically decided to order from Pottery Barn because I trusted Pottery Barn to provide a beautiful wreath and to deliver quickly (There was no indication on Pottery Barn’s website of a long delivery or shipping date).

We went into Huntington station pottery barn at Walt Whitman centre. My wife and I chose our curtains and railing for the lounge, and paid for it in full. The woman who placed the order went over it with us and all Seemed to be fine. We were assured that it would be delivered in 2 weeks in time for Christmas. 3 weeks later it arrives, we had it all installed privately and it turns out that NONE of the finials were with the order. When we realized this, my wife called the store in Huntington station, and she was passed on to customer service (a different telephone number). My wife was told that it was the store's issue, and to call them back again!

On Black Friday I purchased the Farmhouse bed queen size for my son's room. Delivery of this bed was on Dec. 6th. The bed delivered arrived in unused condition, missing a piece and also damaged severely prior to shipment. A post snapped off into one of the finishing pieces so you could not remove it. Clearly PB was aware of this issue before shipping out and they attempted to dig it out, but were unsuccessful. We used a power tool and after over an hour of work, were able to dig out the post. However a screw was obstructing the path to put the finishing piece on top. We tried to remove the screw but it was stripped. These are all things PB knew about. This was NOT damaged in transit, yet PB shipped it out anyway.

I placed an online order on November 25, 2018 for a beautiful live winter wreath to be delivered to my elderly aunt in her nursing home. The confirmation said it would be delivered Dec 12. On December 13, I called my aunt to visit with her, and noticed that she did not mention the wreath. I looked online and the tracking report said "In Process." I called the front desk of the nursing home, and they had not received it. I called Pottery Barn customer service and they explained that the wreath comes from a vendor, they would check on it, and it would certainly be delivered tomorrow (Dec 14). I watched online tracking twice a day for several more days. Still "In Process."

We bought a $1,927.29 Armoire for our daughter’s room in October 3, 2018. They said 4 to 6 weeks. Then in November 25 2018 they charged my AMX for the price of it. Since it was in their inventory. They finally delivered it 12/13/2018. The bottom was crushed!! They took everything back to Columbus, OH and said they would send a new one. It arrived 12/17/2008 from Columbus, OH DAMAGED and the drivers said this was the second time they had them replace the boxes, because the first set was damaged the boxes when they went to load the truck.

On 11/25, I ordered a beautiful horse print as a special order item that cannot be returned. When I placed the order, PB website said it would ship within 1 - 2 weeks. After 2 weeks, I called and no shipping information was available. A few days later, the tracking information indicated a later arrival date of 12/21. So I called PB again to see if I could upgrade the shipping to assure it would arrive before Christmas. I was given a tracking number and told the item had indeed shipped. When I logged into the UPS tracking system the item had NOT shipped and UPS said a shipping label was created but they had not been asked to pick up the item. I called PB again, relaying this information from UPS and was told that UPS is not scanning any of their shipments due to volume. Really? And then the customer service agent told me to relax. This will not arrive by 12/21 and clearly didn't meet the original ship date. Disappointed but can't cancel my order.

Updated on 01/11/2019: Back in November ordered a baby dresser. Was told it was on back order till Dec and wouldn't be charged until it shipped. My cc was charged in full 2 days later with nothing they could do about it. If I cancelled charge it would cancel order. Was told it was in and would be delivered yesterday 1.10. After not hearing from anyone on delivery time I called to find out the delivery was CANCELLED without anyone notifying me!!! Now I still haven't heard from a supervisor who ESCALATED a request for today 1.11 delivery which I know isn't going to happen. No one follows through. No one gets back to you. Now they have over $1300 and I have NO DRESSER AND NO SATISFACTION!!!

Ordered a coffee table in early November. Received confirmation I would receive it by November 30. Did not so contacted Customer Service, it was delayed until December 8. Did not receive. Checked back every 4 days and I kept getting the same response from Customer Service. It is somewhere between New Jersey and Dallas. Spoke to Supervisor Natasha, promised she would call me back with a response, never did. Today, December 17, still told my order is somewhere between New Jersey and Dallas. I canceled order, just too painful to continue.

I ordered a table in September and since it was on backorder, it was scheduled to be delivered Dec 20 - 24. In late November, I was notified that it had been shipped and was due to arrive Dec 1. Since we were going on vacation, I asked if it could be held. I was told no, it is in transit, cannot be changed. After vacation, I still had not received it and inquired several times. It is still not in my possession. In the meantime, I noticed I was charged for it on my credit card. When I called the credit card company, I was told that I needed to pay it, even though I did not have the table. If I don't I will have to pay late fees for it. Will not order anything from them again.

I ordered a Cal King bed online at the end of October. I received only a single email with an order number, and no further tracking information or even a proposed delivery window. After 10 days, I get an email from Ryder to pick a date for delivery. Delivery commences on that date (mid November). The handlers put together the bed in my bedroom, though they did a poor job seating the wooden slats that run under the mattress (some of the slots were too narrow to seat properly). After they left, I fixed the slats and then moved my box spring into the room. It wouldn't fit. After measuring the frame, I realized they sent the wrong side-rails (King size), which are too short.

This is the third time I have ordered something from Pottery Barn and have not received it due to it running out of stock. All three times, I have had to contact them to see where my items were. They do not contact you and give you any updates or apologies. In this instance, I ordered luggage from Pottery Barn Kids. The est. delivery date came and went. The status online says unavailable. I called two weeks after the delivery date and was told that the item was out of stock but is now back in stock and someone from distribution process will contact me.

We purchased a sectional from Pottery Barn in Eastwood Shopping Center, East Lansing Michigan 7 years ago. I love the couch so when it was time to purchase new slipcovers, plus the chair and ottoman to match I was excited! We chose the new slipcovers with one must have in mind; the slipcovers had to be machine washable. We spent a lot of time making our selections, and spent over $3,000. Much to my surprise, when I washed the slipcovers the first time they basically fell apart. All of the cushions frayed around the zipper, thus causing the zipper to become detached from the fabric. We went to the store bringing one of the cushion covers with us. The (one of many) managers was great, or so we thought. Apparently she placed an order for all of the 10 cushion covers to be replaced. She also said that we would not have to return the damaged covers.

Ordered 2 swivel gliders in Sept. of 2018. Canceled the order within 10 min. due to the terrible reviews my husband found online. I had a bad feeling that this wasn't going to be taken care of so I called back 2 weeks later. I was right. The order was still in the system. Spoke to a supervisor who assured me it would be taken care of. I canceled my Pottery Barn credit card that day so it couldn't be charged just to be sure. That was on 10/4/18.

I've always loved Pottery Barn and have purchased many quality items over the years. Well...that's changed. I ordered a Christmas runner for my dining room table. It was back ordered and was expected to ship on 12/6. That day came and went so I logged in to check on the order. It showed that the backorder date had changed to 12/26. I never got an email telling me that the date had changed. So...I called.

I returned two pillow shams to Pottery Barn on November 9th. UPS delivery was received by them the morning of November 13th. I called them two weeks later and was told it would take another 3-5 days to receive the credit. I still have not received the refund on my charge. I spoke to someone again on November 11th and was told the same thing - that it will take another 3-5 days to receive my refund. I am currently on hold (20 minutes) waiting to speak to a manager.

I have been a PB customer for years and have always loved their merchandise, however my recent experience makes me want to never do business with this company again!! The entire process was and still is a nightmare. We went to the Burlington Mass store and purchased the PB Grand Sofa Armroll with a Performance EverydayLinen fabric along with 2 Irving leather swivel chairs. I went to use my PB charge but they informed me that it had expired, they suggested I reapply and when I receive the new PB they would essentially transfer the balance onto the new PB so that we could earn the points. I know it's confusing but bear with me. I then got a letter stating that my PB card had not in fact expired and was still active??? I called the store and informed them of this and to transfer the charges.

I ordered over $7000 in furniture from this company using their credit card over 3 months ago. I have not received one item. During this time I have called multiple times. They have charged me for items I haven’t received on the card with interest during this time sending me bills for minimum payment of over $300. After calling multiple times I have been put on hold for extended periods and conveniently disconnected. I have even cancelled pieces that were refundable to find the charges not removed from my credit card or the order. This is the worst service I have ever received. Never get their credit card or order furniture from them or you will regret it.

Have ordered from Pottery Barn, teen and kid for years. This will be my last time ever using them and will make sure everyone I know stops buying from them. Like all the other reviewers I ordered a bed 6 months ago. Over the past three months I have spent countless hours on hold, disconnected, talking to reps, supervisors, managers. Have been lied to over and over saying bed is ready, in the warehouse, being delivered. They have reordered the bed 3 times. Now I am dealing with the wrong pieces of the bed being delivered for a month now. Today they assured me the correct pieces would be delivered. Nope. Wrong pieces again. Do not use this company. The same thing has happened with a dresser and an end table.

We ordered nursery furniture in August. Initially they canceled dresser without a reason, it was in stock and available. We finally got that but her glider/rocker is still not available and we won’t get it until about a week before she is due, over four months after we ordered it. My poor husband has called close to a dozen times. Do not buy furniture from them!!

I have been waiting for a sofa for three months. It finally shipped and it is lost in transit. No one can tell me where it is. Pottery Barn also has no game plan to find it. I’ve talked to multiple people and waited on hold for multiple hours to no avail. Pottery Barn has however charged my account for the missing sofa. I asked them to remove the charge until the sofa was located and they declined. Needless to say I am beyond frustrated.

Ordered over $4000 in bedroom furniture. Arrived 5 months later than scheduled. Used Pottery Barn Credit Card to get Reward Certificate. Without my knowledge they issued Reward Certificate ($375) months before furniture was even shipped so it expired before I was aware it had been issued. That's $375. The local Pottery Barn store in Salt Lake City told me it is the responsibility of Comenity Bank (card issuer) to determine if another reward cert can be issued. However Comenity Bank said tonight that Pottery Barn changed policy in June 2018 and instructed Bank to under no circumstances reissue any expired Reward Certificates though they have made exceptions in past and said my situation would qualify as an exception. So... $375 down the toilet.

I ordered a piece of furniture online, but called them to cancel it within 24 hours. They assured me telephonically that it would be canceled. Three weeks after this they nonetheless took the money from my account (I never received the item). Six weeks after canceling the original order and over 20 phone calls and emails, I am still waiting to be refunded for the order. I eventually had to go to the bank to dispute try and reverse the transaction. I will NEVER buy anything from them again.

This is my second HORRIBLE experience with Pottery Barn. This time, I ordered a Raleigh Upholstered bed that was delivered 6 weeks later than they promised. I had guests coming and had gotten rid of my previous furniture, so they slept on a mattress on the floor. I contacted Pottery Barn (via phone and email), and they were no help whatsoever. Finally, my bed arrives and as I climb into it that night, it completely collapses - the wooden slats split in multiple places. I'm 5'3, 130 pounds. I have never broken a bed before and since I won't ever be ordering from Pottery Barn again, I'm sure I won't break another.

I ordered a desk and was given confirmation time and date for delivery. I was called the day before and told they would need to reschedule. Very much like I read in these reviews, they don’t deliver as promised. I even told the delivery folks to cancel my order and to verify, I checked the status of my delivery and it said on hold per customer request. I called customer service and they were quick to try to tell me I couldn’t cancel based on the notes from the delivery people. I recorded my call with the rep and once again told him my actual conversation. Now I’m waiting on cancellation confirmation. Pottery Barn’s business practices are completely unethical. They try to push the fault of their bad service back onto the consumer. I’m not sure why the BBB or Attorney General have not investigated them.

Everything is awful from a customer perspective. I don’t understand how you can have websites like Amazon and then a websites like Pottery Barn. Website is total crap. Registry doesn’t update or edit, no reviews on products, website shows items in stock but they are really not and if they discount something they won’t ship it leaving the customer the only option of picking it up in a store 100 miles from here. Everything is on backorder or it shows as will ship 2 months from now. You can save favorites to your account but they just disappear eventually for no reason.

I have always loved Pottery Barn’s designs. Their in-store service is excellent. However, their phone service is the worst I have experienced in the world of service. I was expected to receive a custom sofa during a certain time frame. When no one contacted me and an hour past the time frame had gone by, I called. Apparently, my sofa wasn’t even loaded on the truck for delivery because it came in damaged. No one called or let me know.

My wife and I purchased a bed from Pottery Barn in the beginning of September. They said it would arrive by the middle of October. When it didn't, we called, and we're told it would be arriving soon. This was after emailing them and receiving no response. The bed never showed up and we called again, only to be told the previous information was incorrect and the bed was in their warehouse. I called back later that day about shipment and was then told it wasn't in the warehouse and they didn't know where it was.

I ordered a 3 piece wine modular set September 2018. Waited 10 weeks to arrive and it is defective. Front facing of front piece is torn off particle board. Two pieces look lighter color and center modular piece is completely different darker tone with ridges. Have spent 1.5 hours trying to return but to no avail. Horrible and never will order from here again!

I purchased a media center in April 2018 and was told it was on back order until July 25th 2018. I asked to purchase the in-store item and was told no. Late May I decided to cancel the order because I had found another media center. When I called to cancel they informed me the media center had arrived at their warehouse, so they needed to show this as a return. What they didn't tell me was that I would be charged the delivery fee even though it was never delivered.

NO communication between PB and Customer. I spent 2 hours on hold one day, and 1 hr & 45 min the next week. Keep delaying the delivery of my daughter's furniture. She's been sleeping on her floor! Will NEVER do business with PB again! Horrible experience! I still don't have my furniture and it's been 6 weeks! The customer service reps get the brunt of the irate customers calling. I will never recommend this company.

Purchased a cabinet in June. It was backordered what was originally Sept. It was paid for in August. They have now attempted to deliver 4 times each with a massive issue on their end. The first didn't schedule it until Oct 4th (note I paid for it 1 month BEFORE THAT). They couldn't find it the day before the delivery date. They forced it to be rescheduled for delivery a week later. On Oct 11th 1 of 6 pieces arrived, and the delivery 'white glove' services had no idea they were suppose to have other pieces or even what to do with putting it together. So after additional phone calls, a 3rd scheduled delivery was set for 1 week after.

I have been a Pottery Barn customer for many many years. I used to think of them as an upstanding retailer with good products and customer service. More on the high end side and their products are more expensive than other retailers. The last 4 items I have ordered from them have taken 2 plus months to receive. Most recently, I purchased a fur cloud couch for my daughters room as a surprise, back at the beginning of October. When I purchased it, it showed in stock and set for delivery on Nov 19th. Yes, it was a over a month out (why their shipping takes so long in the current day of Amazon, is beyond me), but ok, at least I had a date.

I ordered three pillow inserts online for $29 each to be picked up in store. I used my Pottery Barn credit card to pay. When I saw them in person, I decided they were not firm enough and returned them before even walking out of the store. The saleslady did something wrong on the return and I was there for 45 minutes. I left with no credit. I called the store a few days later and someone finished the return. Well, two weeks later I received a merchandise credit in the mail! I had paid with my Pottery Barn credit card! I went back to the store and the manager said that the items must have been final sale because the total ended in .97. That was why I got a store credit.

I could go on and on about how horrible and UNhelpful many people were that "helped" me place an order, from Jennifer ** to Tisha ** to Akia ** to the supervisors/managers that never came on the line once I asked for one to the several times I was disconnected, but the worse part was not being able to CHANGE my order DURING the order process because of an error THEY made. I ordered something for a baby shower from a registry and it was messed up from the get-go.

I placed an order for a sofa in early September. They sent an email saying that the order was expected to delivered in mid-November. As of today, I called multiple times and each time was told that they have not received any information from the supplier and they could not get hold of them, either. What kind of business model is that??? You take orders from customers and cannot even get in touch with the supplier when something is not as promised? Why would you work with the supplier in the first place?! This is totally not fair to the consumers! As of today, I am not even sure whether I will receive the order after all! This is not the first time it has happened. I have totally lost confidence in this seller!!!

I tried to cancel an order in August 15 minutes after online order was placed. (I was told that my grandchildren already had the item.) I contacted customer service and was told to wait 2 hours as the order was not showing up in the system yet. Called exactly 2 hours later and was told they could not cancel as the order had already been processed. Was told to refuse order when it arrived. It came on two different days and no one was home on to refuse the 2nd part of order.

I ordered a sofa in store from PB and soon realized the wrong size was ordered. I immediately called to cancel the order in hopes of getting a different sofa that came in a smaller size. The sofa had not even been made yet nor had my credit card been charged. I called 4 times and spoke with 4 different "customer service" representatives and got all different answers. They all did however say this item cannot be returned. Of course I realize that, but it's not a return if I haven't been charged or received the item. Nowhere on any receipt or on the website nor was I verbally told the item cannot be canceled regardless of how soon after placing the order.

To start: Pottery Barn's delivery service is TERRIBLE to say the least. I was awaiting the delivery of a large dining table. There was no phone call giving me an update status (usually they call 30 min in advance). Delivery arrived at my door and then called me, I was out and asked for them to wait 10 minutes. When I returned home (5 minutes later), they were already gone. When I asked for them to return, they hung up and refused to answer any further phone calls. Pottery Barn customer service did absolutely nothing about this.

Recently I purchased an extensive range of bedding for my home, $1,020.97 worth. I used a Promotional code to receive 25% off, which was reflected on my total. However, I was double billed, and here is the odd part — one charge showed the sale price total, and the second bill was for the full price value, without the promo attached. Clearly this was just a computer glitch, so I immediately contacted Pottery Barn. I was told I called too soon, and that I needed to wait 24 hours to cancel or dispute the error in billing.

I placed an order on August 3rd from Pottery Barn, it is still not delivered, November 16th! Today I should get two of the three pieces, they have no ideas when the matching chair will come. Not to mention I called twice this week at about 45 minutes a call, and that’s was just on hold. Customer service has not heard back from the manufacturer about when the third piece will be ready. They say it can take from 7 to 10 days for them to receive a response, really!! Their business model is going down the drain like so many others!

Back in July, I ordered a sofa that was supposed to have been delivered in early October. Delivery has been delayed several times now, with the last email saying that delivery is now expected to be at the end of January. I called them twice to cancel the order but they refuse to do so. This is such an unpleasant experience that I'm telling friends and family to think twice about ordering from them.

I own a lot of large pieces of Pottery Barn. So I wanted to add 2 kitchen table chairs and a nightstand. As an old lady I was not expecting that I would have to assemble an almost 300$ heavy nightstand. As for the chairs, they came on separate days in huge boxes in another box. I could barely maneuver them. It took forever. I don't even know how I will get rid of these boxes. I order from Pottery Barn for the quality but also because they used to deliver the furniture all put together. There are furniture stores I will go to now. I'm too old and not strong enough to put stuff together or deal with large boxes.

I ordered dishes for my Thanksgiving party on 10/26/18. When checking status online, tracking indicated plates would ship on 11/1. A few days later, I checked status again and site indicated "in progress." The status had not changed days later so I called customer service. The rep assured me I would get my plates before Thanksgiving and that she would put in an order inquiry with the warehouse and then told me she would call me back in 1-2 days. Two days later, no call or updated status online. So I call again and then find out they no longer have the plates in stock!!! I was so stunned by the absolute disgraceful disorganization of this company!! They didn't even have the most basic decency to contact me to let me know!!

I ordered a backpack and lunch box for my daughter back in August. I specifically picked the backpack that would be here before school started. It kept getting pushed back and we had to go to Target and buy another one the day before school started. That was annoying enough, now fast forward to the end of October when the monogrammed backpack finally arrived. The monogram looks horrible. Different thickness of the letters from the beginning to end of her name. Threads are frayed and fuzzy sticking out. Also, the name is purple yet there's white threads showing throughout from the bobbin. This is ridiculous and they say no returns for monograms. I'll never order from them again.

I ordered the beautiful Paulsen reclaimed wood bed set from Pottery Barn. When the product arrived there was a gouge on the right side of the headboard and there was paint chipping off the right hand side. I spent close to 3k on the bed set and all the furniture so I would expect it to arrive in perfect condition. Even worse, it looks nothing like pictured online! At all! I understand there are variations in reclaimed wood with different colors, and surface textures but the bed is black and looks nothing like the brown restored pine I ordered on the website. I let my delivery folks know and they said Pottery Barn would reach out. I was nervous to even accept it, because it was damaged and looked nothing like the bed online. I never heard from Pottery Barn. I reached out to the furniture returns and was put on hold for 30 minutes twice in a row.

I ordered chairs from Pottery Barn on September 1 with estimated delivery of 10/24-10/31. Those dates came and went without a word so I checked the status online only to discover the new delivery dates are 11/26-12/5. I never would’ve ordered the chairs had I know it would take over three months to deliver. Pottery Barn has no problem taking my money but then doesn’t give me what I purchased which feels akin to theft. Additionally, I’ve emailed and spoke to a store manager and no one has bothered to respond. I want my chairs now or a full refund for what appears to be a breach of contract on the part of Pottery Barn. Terrible service and experience.

I placed an order for a made to order sofa from Pottery Barn in August of 2018, and was told upon placing the order that the sofa would take 3-4 months to build and deliver. I accepted that timeline, as the couch was exactly what I had been looking for and worth the wait. At the end of October, I received an email saying the item had been back ordered and would not be available until late March or April of 2019. I made several calls to the customer service department, and was told I would have to put in a cancellation request that may or may not be approved. I am so frustrated, because waiting four months for a couch when I don’t currently have one felt long enough, but nine months is unbearable. I agreed to the made to order return rules, but did not anticipate to be tricked into a nine month wait. I love Pottery Barn’s products, but I will never order from them again.

After 2 months, 5 customer service reps, 2 claims people, one insurance guy, one contractor (that we had to find) and the continuous “someone will contact you in 2-5 business days” I still have a damaged buffet sitting in my dining room and a busted lamp post broken by the movers. I have contacted all these people more times than I can count. And now to return the item they have to pick it up first and then return my money... They still have yet to bring the replacement, so I find it hard to believe they will ever send someone to pick it up or if they will give me back my money. My next stop is the BBB. I will never ever buy from Pottery Barn again.

I ordered a clearance item bed from the Pottery Barn website that was due to be delivered today 11/2/18, after an almost two month wait for the item. Yesterday, I receive a brief email from “Pottery Barn” stating my purchase was priced incorrectly and that they would be canceling my order. Apparently, Pottery Barn feels it is acceptable to falsely advertise a price of an item, take your money and hold onto to it for two months, only to change their mind about the price? I have never heard of such a deceptive and disrespectful way of treating a customer!

I placed an online order on 10/6, providing a 10/18 estimated delivery date. (Yes, I know it’s estimated.) Well, 10/18 comes, goes, no shipping notification. So I used the contact form on their website which provided the auto response of, “We’ve received your inquiry and will be in touch within 48 hours.” Well, a couple of days pass, no response, so I call. I was told by the customer care agent that they had to request a status from their vendor. But would provide me with an update within a week. Well, about six days pass and what do you know - I received an email from my FIRST communication attempt. And that just said that we see you called and if your inquiry isn’t resolved, to let them know. So, at any rate, a week passes from my phone conversation, and still radio silence.

I ordered a mirror from Pottery Barn in August 2018. It was back ordered and arrived mid-October. The mirror arrived broken. I had to contact customer service, repackage it, drive to a UPS store to return it and I was told the new mirror would arrive in December. In the meantime, the product went on sale and was $10 cheaper than when I purchased it. I sent several emails to customer service to know what the status of the new order was and to ask them to match the sale price. No answer.

I have order repeatedly from Pottery Barn in the past but will never order from them again. I ordered a rug online on October 3rd. It was returned by UPS without ever trying to deliver to me. It was reorder 3 more times by customer service, never to be delivered. They kept saying it was getting lost by UPS and finally have issued me a credit for the original price, today October 31st. Tried to get me to agree to have them order another replacement but why would I? Totally unsatisfying experience. Do not order from them.

Ordered a chair online in August, and since it was custom order the estimated delivery date was mid October. After the estimated delivery date came and went with not communication from Pottery Barn we called their customer service department. I'm now on call number six, with nobody able to tell me where my chair is, or anyone being slightly helpful.

Pottery Barn possesses the worst customer service I have ever had the pleasure of dealing with. We order a piece of furniture back in August and it was supposed to be delivered around the first week of October. That delivery date passed by and not a single person from Pottery Barn contacted us to inform us what the issue was. Took us 8 calls and 8 different people telling us different stories to finally cancel the order after almost 2.5 months from the time of ordering. Tried to request to speak with a supervisor and not a single one would get back to me. Will never order again from Pottery Barn as they cannot deliver on their products. A "delivery by" date means that you are either obligated to fulfill that order or that if delayed, you must contact the customer. Such a frustrating experience.

You would think a company like Pottery Barn would be embarrassed with the poor quality furniture they send out of their factories. I purchased a sectional and received it in February of 2018. In less than 6 months I noticed the cushions were sagging terribly and there is no possible way to fluff them and make it look presentable! I’ve tried unzipping the cushions and pulling out the cheap insert and trying to rearrange the batting, but there isn’t even a zipper insert to the inner cushion to allow me to do so. And really, for the amount of money we paid for the sectional, we shouldn’t have to worry about this to begin with.

I bought a sectional 4 years ago. I started complaining about 6 months later that the fabric was pilling and not wearing well. 1st call I was told I would have to buy a new slipcover and they might be able to give me a 10% discount. It was a new fabric for them and I found out within a year they discontinued it. I continued calling and never got any help! I have 6 pages of notes in all the phone calls. I would never recommend Pottery Barn slipcovered furniture to anyone. They do not stand behind their product!!

I ordered cushions over 2 months ago and after sending me the wrong cushions two times in a row and assuring me they were the right ones I still have no cushions. I was overcharged 2 times and had to go through community to get the money back instead of an exchange. Then after 8 customer service representatives and 2 managers (who couldn't call me back when they say 24 hours and it's been 3 weeks for both of them) later I still have no order for my cushions, have been overcharged and no one will rectify the situation. I have written and called customer service and spent endless energy on this. I am now writing the FTC because I have no other option but to complain of their horrible service. I will never purchase anything from them again.

Wow... I thought my terrible experience with PB in the last few months was just a streak of terrible luck. I wish I'd read all of these reviews before. They are 100% spot on with my experience. You literally have to call them, over, and over, and over and BEG them to actually process and send your order. I've literally lost count of the number of times I've called them. The story the customer service reps tell you will change. They'll say they will look into it and call you back, and never will (this happened to me 3 times). It's unlike anything I've ever seen. They also offered a refund on shipping and handling and said it would be issued once the items were delivered. You think that happened? Of course not. Had to call and nag AGAIN to get them to honor their one decent gesture. PB has legitimately become a crooked company. Avoid at all costs.

I have been a customer for many years until now. I purchased the Mendocino bed (order #**) which was due to arrive around mid-July. During July I had to go out of town to care for my dying mother. I think right around the 6th of July I received an email giving me a head up that my bed was shipped and should be arriving at the delivery hub, and they would contact me for delivery.

We ordered a couch in July. I have called several times to check on it. Yesterday (10/16/18) I spoke with a person that said, “Oh my it has been a long time. I’m going to waive the shipping fee.” Not more than an hour later I get a call from another person that said the fabric has been discontinued. I try to call back got a voice mail, left a message with no Callback. Called Pottery Barn said, “I wanted a manager,” was told they can’t do that. Well after a total of first person 20 minutes hold second 25 minutes I spoke with a manager. She was very sorry. Really! I have been a customer of Pottery Barn for years. But while on hold I googled reviews about them. Wish I would have done that sooner.

Every time I go into a Pottery Barn store or call about a problem it takes an extremely long time for anyone to help me. I have shopped here a lot and spend a lot of money so I decided to sign up for a credit card to earn rewards. My rewards, which I clearly earned, were expired by a day and the lady at the store told me to call the customer service number to get them reissued, so I did. I was then told by them that once they expire there is nothing they can do??? Ridiculous! I clearly earned my rewards! Overpriced and poor customer service!!! Other stores would be happy to help, NOT POTTERY BARN! Won’t be shopping here anymore!

The level of disappointment and lack of customer service I have experienced with my recent Pottery Barn furniture purchase is beyond words. My sofa we ordered in July is now more than 2 weeks late for delivery and has just been pushed out another 10 days. After more than 10 contacts with their customer service team, every person I speak to has a different story. And they all transfer me to another department that conveniently disconnects my call after I wait on hold for up to an hour each time. Even with callbacks, speaking to multiple supervisors, and attempts to find someone that will actually help - nothing.

Once you place an order, pray! My simple bookshelf order has been a debacle from start to finish. Wrong item were received, couldn’t get them returned and always given wrong and conflicting info every time I have to call and follow up.

I have been to Pottery Barn in 1 city about a trunk coffee table. So I came home and called the one nearest me and told the girl the item number and asked about availability. After being placed on hold for 10 minutes, she came back and said, "Let me get your number and call you back." Of course that never happened. Next day I drove 45 minutes to get to the nearest one to find out they have to order one. They cannot be bought in the store. Then it would take 7-8 weeks to get it in the store AND I would have to pay a $25 shipping charge for them to ship to their own store! Or I could get it in less time having it shipped to my home for $200! This is an outrage and I’m so disappointed because I wanted it but will not make the purchase on principle!

Never again. I ordered the Stratton storage bed with drawers and the matching dresser. It took over 3 months to get my furniture. The delivery men didn't attach the headboard to the bed even though the brackets were sitting right there (side note: received 8 brackets for one headboard, wth). I called and after 30 mins on hold, was told they would have to come back out to reassemble the furniture. I was also told they would take the extra brackets with them if they don't need them. 3 days later I still have not heard from the company as to when they will be back out to attach the headboard. I wish I would have read the reviews before ordering. I will never order from them again, although I feel lucky enough to have received my furniture as it seems some do not!

Do not shop at Pottery Barn. They will take your money and hold it. You will never receive your furniture or rugs unless you call, nag, threaten and yell at them. The store level agents are very sweet but once you place your order you're cooked! As an example I placed an order for a rug six weeks ago and it was supposed to be delivered within two or three. No one can find it. I bought an expensive leather Tyler recliner chair for about $2000 that is MIA and it has been almost 3 months. Scammers!

The Pottery Barn website placed a duplicate order for a $500 wedding registry item. I received the emails and called customer service with 5 minutes to cancel. Talked with multiple customer service reps to try to resolve. The answer was consistent. We can't stop the order. The bride will have to return the products herself and then you'll get your money back. So I am out $500 dollars, and the busy bride has to be contacted and asked to return the duplicate gift. All this when the company was notified within 5 minutes that they had a website problem. In addition to multiple follow up emails and calls in the first 24 hours after the order was placed! WHAT A SCAM!!! Do not use them for a wedding registry. Avoid Pottery Barn at all costs.

Last December I ordered a custom loveseat sleeper. It was to be delivered mid to end of February. Started Calling in March then after numerous calls with no positive results realized by end of March sleeper loveseat was "Missing in Action." I had company coming so I picked up a not so great loveseat sleeper locally and canceled this order with a customer service representative. The rep was nice and offered me a 25% discount on the next purchase of my choice. Fast forward to this week - again I decided to try Pottery Barn & on Sunday ordered a medicine cabinet for the bath on my new home.

Two times in a row, my $75 rewards certificate was not deducted on my billing statement. The first time I called when I got my first bill for a medicine cabinet. The person told me she would put it through. I deducted the $75 from my bill and sent the entire balance. Then I get another statement that says I owe $75! So I call again. She gave me the certificate number as a “courtesy”. I then bought a robe, used the reward, took a screenshot of the transaction and guess what? It wasn’t reflected on my statement!! Anyone else have this happen?

My wife and I ordered over $9,000 in Indio outdoor furniture and nearly every piece is peeling. What's even more unusual is that the exposed surface is not wood but rather a white plastic material which leads me to believe that the products are not meant for outdoor, or that the finish is really a cheap paint. The chipped off pieces of finish have found their way into the yard, pool, and even our clothes. I've called Pottery Barn on 3 separate occasions about this issue and each time I've been told that someone would reach out to set up a time to look at and remedy the issue. However I have yet to receive an email, phone call, or text.

I ordered the Stratton storage headboard, platform bed and bedside towers on July 21. After waiting almost 3 months for delivery, they delivered the headboard and platform bed... but no bedside storage towers and no brackets to attach the headboard to the bed. I called customer service to find out what was going on with the missing pieces and after being on hold over an hour was told there was an error with the website and "So sad, too bad, the price you paid did not include the bedside towers so we aren't sending them to you. Your order is complete."

I ordered 2 chandeliers from Pottery Barn about a week ago and I get an email yesterday stating that my items have been canceled, my money will be returned, and, "Here. Have a 20% coupon," (You can almost always get a 20% coupon from this site and this one, like the others, doesn’t stack with anything). The items are still on their website so they still have them. The price however has gone up. All I wanted was the items I ordered for the price that was agreed upon at checkout. This company did not honor that price and after 3 failed attempts through customer service I’m posting here and elsewhere. Know that they can and will take your items away from you apparently if they want.

I purchased furniture to furnish my entire house. Having it delivered has truly been a nightmare. They have outsourced their delivery service which seems to be the cause of all of my issues. The fact the same issues have occurred over multiple times, and not one fluke delivery tells me there is a huge problem. Rather than having you feel the frustration I have experienced by giving you all of the details, I want you to know that I would NEVER ORDER ANOTHER PIECE OF FURNITURE FROM THIS BUSINESS!!!

My wife and I just moved into our first home and we're excited to buy a really nice couch, so we decided on Pottery Barn. On July 10th I ordered a $4,000 couch. We understood that it would take 3 months to be delivered as the expected delivery date was communicated via email. Ok that is fair as Pottery Barn needed time to make couch. So we patiently waited in our couchless home for 3 months. On September 19, we finally received an email and was documented in PBs online tracking that the couch had been shipped from vendor facility and then “received” in New Jersey. Excitement for our new long waited couch! We were prompted via email to schedule a white glove delivery, so we chose Friday September 28. On September 27, the couch was again checked in and shown as “received” according to their online tracking.

I have called the customer service number about three times today being on hold for at least 20 minutes each time. I then proceeded to email the company. I still have not heard back. I haven't even stated my question, I’m trying to resolve. I can’t even get through to customer service in order to even ask a question.

I am upset with Pottery Barn's customer service and the furniture department after multiple attempts to figure out where my non-refundable, non-returnable kitchen table is because it’s been lost in the system and no one at Pottery Barn can give me an answer. I’ve even been hung up on by PB reps after holding 55 minutes! I ordered a table two months ago that was supposed to be delivered two weeks ago and no one can give me an answer as to where it is and when it will be delivered. At this point I would like a refund so I can go to a more professionally responsive company. I haven’t had a kitchen table for weeks now. I sent a email two weeks ago. No response. I called twice last week. No callbacks as promised. Today I was tossed around and put on hold for 55 long minutes waiting for an answer only to be mysteriously disconnected. I have ordered a lot over the years, but never again.

I purchased a rug, couch, and leather chair from local PB store and paid with a debit card. I was told my account would be charged when the items were delivered. WRONG! Items were scheduled for 6-8 weeks out. Both were delayed with no explanation. Expected delivery date came and went with no contact. Weeks later I noticed $$ deducted from my checking acct by Pottery Barn with no notice. I called the store, asking if the items were going to be delivered. Manager in store couldn't determine where the items were, claimed the warehouse should have called me, and said she would investigate & call back w/ info. She didn't.

We purchased a chair and ottoman on July 15, 2018. Originally, when we made the purchase the projected delivery date we received for the chair was the end of July. Great! Then we received an update that the projected delivery date was September 28th. Huh? Why the dramatic change? Customer service had no idea why this occurred. We decided to be patient and assumed good furniture takes time. I called in mid September just to be sure there weren’t any changes. There weren’t. The customer service rep explained to me that our chair had actually been complete for a few weeks and couldn’t explain the holdup. As we were close to the anticipated delivery I let it go. Then, our anticipated date comes and goes.

When I moved to my new home 2 years ago I ordered a large amount of outdoor furniture including 6 chaise lounges with cushions, 3 side tables, dining table with 8 chairs and cushions, sectional couch and coffee table. The furniture was back ordered and we did not receive until late August and September so really did not have it for the summer. In about October the furniture was shrink wrapped to protect from the snow and when we opened it up in the spring most of it was peeling. I filed a claim to PB and so did my decorator who ordered it for me and NO ONE ever took care of the situations. I finally tweeted about my experience and someone got back to me right away and arranged for all of the wood furniture that was damaged to be replaced.

I made an big order for lights because website was advertising really good sales price. When I was ready to place the order it didn’t allow me to do it. On next day I went to the store with my iPad to show them the shopping cart and they gave me higher price because the system had a glitch. I was mad for all this time spending around this order and at the end I received just a sorry.

First of all, their online system is the worst. I placed an online order and went through the steps, order, shipment, payment, review, confirmation. I went through all the steps, hit place order, and got nothing. It sent me back to the homepage without anything, no thanks for your order, no confirmation number, nothing. A glitch!! So, I thought it didn’t go through. So I did it again, and nothing!! I immediately called Pottery Barn but they said they can’t help me because I have no confirmation number. (Yes, that’s the problem). The rep said the system may not generate it for a few hours, that’s great but they should state that when placing an order! So I called my credit card company and they said it did go through twice 5 min apart.

Ordered bed on 5/30. Was suppose to come in around 9/1. It is now 9/27 and no bed. Called 8 times to the customer service line and no one was helpful. Was told they would look into it and email me - never happened. They tell you anything just to get you off the phone. Mostly it is on its way - wrong. One person said she was going to refund me the shipping because of the inconvenience. That was 2 weeks ago - never saw it. I then called the corporate number. This always directed me to someone in Europe! One person told me we were contacted to schedule delivery and that it was at the Hub waiting for scheduling. This was a lie. When I told him this was wrong he quickly transferred me to someone else. NEVER, NEVER buy from Pottery Barn!! We purchased baby furniture from Wayfair. The best customer service ever. They constantly email you and are the best.

On Sept 8th I ordered an area rug, a writers desk, and a custom couch from the store in Warwick RI. The area rug arrived as expected. The estimated delivery for the Writers Desk was Sept 17th to Sept 21st. The estimated delivery for the couch was November 1st. On Sept 19th I logged in to track my order, only to find the estimated delivery date for the writer's desk has been changed to "in process". I emailed through this website to inquire what that meant and received no response. I waited 3 days, emailed again, no response. I waited 1 day, emailed again, no response. Zero response until I decided to call the Warwick store today to find out what happened to my desk order.

I wanted to buy the NBA Jersey Robe which is listed online as "personalization included" and says you will add the team once you add the robe to your cart. I did as instructed and was then charged another $9.50 for the team logo. So I called customer service to see why I was being charged for personalization when "personalization" was "included". It was explained to me there was a fee for adding personalization. I asked why the description of the robe said "personalization included" then if I really had to pay for it? They acknowledged it was a bit misleading but there was nothing they could do about it. So I said, "What you're really selling is a Jersey Robe and one can pay $9.50 more to personalize it with an NBA team logo." Considering the robe is already $89, I passed on the purchase. Pottery Barn Teen took a huge hit in my book with this one! Beware consumers, Beware!!!

We had enjoyed PB style and products for some time until our purchase of the Comfort Arm Grand Sofa. Upon arrival the cushions were VERY flimsy, not at ALL like the model we sat in and purchased in the store. SO, for several weeks we agonizingly went back and forth with customer service who repeatedly sent the same spongey cushion innards until they finally sent one that was similar in firmness/quality to the store model we THOUGHT we had purchased. Give it 18-24 months and the WHOLE sofa began to sag. Little did we know, the flimsy Chinese made particle board frame had simply broken at every joint across the middle of the couch (now hammock). Thus began our second confrontation with customer service.

I had shopped at Pottery Barn for many, many years. Given my recent experience, however, I will not be returning. In brief, I found it impossible to get any sort of resolution to a problem that I experienced with a recent order, as I was either 1) disconnected from their customer service phone line before anyone even answered, 2) was put on hold for twenty or thirty minutes at a time if I was not initially disconnected, or 2) was endlessly bounced between representatives who struggled to understand the circumstances of my issue.

I am a very good customer of Pottery Barn for 10 years but they are about to lose my business. I am so fed up with their poor quality and the lies the customer service feeds you when you call about products that arrive damaged or don't arrive at all. They tell you a different story every time. Of late there are also no managers available to speak with and you need to leave messages for them to call you within 24 hours just to make it even harder to actually speak with someone who may tell you the truth.

I ordered a simple upholstered platform bed on July 7th. Was given an early Aug. date for estimated delivery. It has now been delayed 3 times! With an ETA of October 8th. Pottery Barn has not been able to get any answers on why there was a delay. The only compensation they would give was a gift card for the shipping cost. This is completely unacceptable and ridiculous! You can not run a business like this and not deliver within the promised and reasonable time. The product here cost way too much to put up with this kind of poor management.

We ordered our daughter a big girl bed, as she was moving from a crib to a big girl bed upon the arrival our son. Delivery date was moved or cancelled 4 times due to not having product available, then available, then not available again. We had to schedule on date of wife’s c-section. Cancelled the night before. Called and complained and was told a manager would call me, and never did. Went out and purchased an alternative bed for our daughter. Manager called the following day and set up delivery for the next day. Returned purchased bed. Was called at 5:50PM, after receiving 3 confirmations it was coming the next day, canceling the order. Spend over 3 hours on the phone with Pottery Barn while my wife and newborn sat in other room so that we could figure out what is happening with daughter's bed. I was disconnected after being on hold for over an hour. DO NOT purchase from Pottery Barn. Incompetent.

I ordered two sofas back in the beginning of May 2018 from Hackensack, NJ and I was told it will take 3 weeks for it to be delivered. I was sent an email with a tentative date in the beginning of June. A day before that date I called to inquire if it will in fact be delivered the next day or not. I called the store where I purchased the sofas and was told they cannot find my order in the system. I was given the run around for around two days, until I was transferred from the store customer service to the Corporate office customer service. They finally came up with a scenario that they ran out of the fabric I picked and they were waiting for it to come in so they can make the sofas.

I ordered this chair in the store on 6/19 with an expected delivery date of 8/15. Long story short a at the end of a July I phoned PB once a week with a different story of an anticipated ship date. At one point about a week out was told the chair was in transit to the warehouse and I would receive a call within the next 3-4 days to schedule a delivery date. When that call or email didn’t come I reached out again. This is when I knew that this company was full of it. They then told me the hadn’t responded to their emails to give a status.

We ordered Townsend roll-arm 3-piece sectional sofa with Statesville Molasses leather on March 13 with a mid-June 3-month delivery. Then notified delivery was to be 7/4-18, then delayed to 7/17-19. After that date passed without any word. Finally called and was told delivery was going to now be 8/29. Would have cancelled order but was told non-cancellable. Delivery was set for 8/29 so arranged to be home. The morning of 8/29 received call that sofa was not in the warehouse. They thought it was in and delivery was rescheduled again for 9/14.

If you order more than one piece of furniture and if ANY of it is “white glove delivery” you will receive it all at one time, so pay attention to any items on back order. I ordered a 5 piece outdoor sectional. Although only one piece was on backorder, the entire sectional arrived TWO months later, despite being given earlier estimated ship dates on the other four pieces. This is because the customer only pays ONE delivery charge so PB will not ship items separately and lose money on shipping. PB is not transparent about this on the order confirmation, which is frustrating. Also, the free shipping promotions NEVER apply to furniture AND your rewards $$ do expire and Comenity Bank WILL NOT re-issue certificates. Just a few of the things I’ve learned along the way. A real shame... I’ve been a PB customer for 20+ years and love their furniture, but unfortunately, it’s not the company it used to be.

I made an order with 4 items on 7/26, called to cancel 3 out of the 4 items on 7/27. Next week, I found out all items are being shipped to my home. I called the customer service, got transferred two times, where I had to explain the situation repetitively to three people, and wait about 40 minutes to an hour every time I was being transferred. After all of that, Pottery Barn told me that I have to call the delivery company my own to cancel the delivery request to my home. I called the delivery company and they told me I need an authorization code from Pottery Barn. I called back to Pottery Barn, where I was again transferred to two different reps, explained my situation every single time, waited 40 minutes to 1 hour to be transferred. Out of about 15 reps I spoke with during this process, only 1 or 2 reps were willing to help, and the rest of them displayed an attitude of not wanting to help or bother at all.

I ordered a coffee table and when the time passes when it should have been delivered I looked at the tracker and it still said processing or something similar. I spent TWO HOURS on the phone with customer service and was transferred through 3 separate departments until a woman made to appropriate request through their system for me and was told I would hear back in 2-3 days with a new shipping date. I never heard back from them and had to go back through their customer service.

On 4 July 2018 I placed an order during the buy more save sale for the Pearce sectional and Tyler recliner chairs. I was promised a delivery date of August 8. Today is September 12. I still do not have my furniture. Every time I call customer service I have to wait between 15 to 20 minutes to be able to talk to someone and no one knows what is happening with my order. They have change my delivery date four times and I still have nothing. Their customer service agents do not work directly for Pottery Barn. They are with the third service company so they do not have accurate information on orders. Never buying here again.

My wife really wanted a Pot Barn couch and slip coverer. We went there and looked and was told we also would get a $325 gift card after spending almost $7000.00. We went back and purchased these items and got the card. At no time we never were told that it had a expiration date. Since we were moving to a smaller house we were giving things to goodwill not buying anything at this time. My wife saw something she wanted and tried to buy. It was at this time we were told it expired. We tried calling to explain our situation but got no help. Then e-mailed and they said they would give us $100. This to us was a no. It’s them who should have told us upfront about the gift card. They should honor the card. Thanks you for any help you could give us.

I placed an order on July 26 for the Harper Upholstered tall bed with Nailheads. I was given an Aug 30-Sept 06 delivery window. Knowing after having placed orders for furniture over the last couple years, I’ve learned to keep my hand in the days to delivery. August 25 I received an update email from Pottery Barn that the bed was delayed and now looking at a delivery date of Sept 15-Sept 21... So to keep myself aware of what was happening, on Aug 30 I called customer service to confirm that the upcoming delivery date I had been given last was still on schedule and what the reason was for this late delivery from the original Aug 30-Sept 06.

I loveD PB. I am, however, AMAZED at their lack of customer support and the terrible connection they have with Comenity Bank which manages their credit card. You use the PB Credit Card and rack up points that you can use on future PB purchases. Sounds simple, right? Unless you purchase something online, using the points. I had $150 in points. I purchased $168.95 in product. My bill came, and the credit was not referenced. PB and the Bank told me to pay the full amount and when the credit came through, I could use that on a future purchase. What?

Today, I spent the whole morning trying like hell to buy product from you. I tried to get online and got error reading after error reading. I called customer service about my online order that I ordered in August for a February delivery. I mean... REALLY PB??? A SIX MONTH TURNAROUND FOR ONLINE ORDERS. What is absolutely astonishing is that this nonsense has been going on for a year now. I have stuck with your company but I am extremely frustrated. I was put on hold for 11 minutes this morning when got more than halfway through the process with Brittany and was disconnected. Interestingly, Brittany had my phone number but never called back. Awesome...

Ordered desk in April. Desk top was cracked on every one of three attempted deliveries over 3 months. You cannot contact Customer Service Supervisor. Phone is busy signal and don't respond to email. Pottery Barn failed twice to submit pickup for return item. Pottery Barn refuses to fulfill refund until some arbitrary reception event of the item even though they have already picked it up. Pottery Barn ignores most customer service requests including feedback form, Twitter, and Facebook. I have spent over 5 hours on the phone with Customer Service (most of it on hold). This is no way to treat a customer.

I am also nauseous after reading these complaints before I purchased their sofa and matching armchair. Thousands of dollars wasted. I waited 9 weeks for the delivery to find that the slipcovers look they came from K Mart. They are gathered all around the arms and back by the Velcro, too long on sofa, too short on the chair. They are a mess. I was told I have to wait 7-10 days to find out what they are going to do. 7-10 days and I don't even know if they will be replaced and how long that will take. It's ridiculous how long you wait on hold before talking to a customer service person. AND TO KNOW that the Ektorp sofa and chair from IKEA are the same couch. I could have saved $1200.00 and the slipcover would have fit properly. I am furious.

Horrible company. Buyer beware. They will bait and take your money and never give you the product. I placed an order for a bed and dresser that showed to be in stock and ready for delivery. I waited for my delivery. After over a month they told me they don't know when I will get my order and there is nothing they can do. I emailed them several times with no response to my order. I called them and was on the phone with them for 2 1/2 hours and the person said they weren't trained to work on orders yet because there was a new system in place. I was transferred over and over to other people who also couldn't help me. I told them to just cancel the order. They told me they can't because it shows in process. They took my 2,600 over a month ago and still can't even tell me when I could get it or where it even is. This is the worst company I have ever dealt with. DO NOT BUY ANYTHING FROM THEM.

Buyer beware. This is probably the 10th time I have run into this problem and finally decided to post on the website. Pottery Barn often has sales and promotions. The most recent one I am writing about is the Save More promotion which gives you a percentage off start amount of dollars and free shipping. I went to place my order online and it didn't give me the percentage off but it would not give me the free shipping as highly advertised. After seven different customer service representatives and one manager and hours of my time I keep getting told the same thing, "Place the order and then call us back after the item is shipped and we will refund your shipping and it can take 4 to 6 weeks for this to appear on your card."

The PB customer service rep I was transferred to knew less than I did about their couches. I was hoping if I gave my measurements and fabric requests a PB rep could help me quickly drill down to the options that fit my requests. NOPE. So PB wants me to spend $5K, nonrefundable dollars without getting a definitive answer about what I am purchasing. I told the PB rep I am looking at sectionals, she said "Put sectional in the search box." Duh, been there - looking for some expertise. Bye, bye. You lost me as a customer.

I ordered a coffee table and a matching side table. Coffee table was sitting in the distribution center but they wouldn’t deliver it without the side table. But they weren’t sure when the side table would come in. Thought side table was in so scheduled appointment and then cancelled because it wasn’t. Delivered but then side table was broken. Wouldn’t set me up for an evening delivery. They said it was up to the delivery company. When I talked to delivery company they said Pottery Barn schedules it. No one called and there was no email to tell me when the side table was delivered until they were 15 min away. I was at work. They brought a replacement tabletop but then the delivery guy tried to leave it on the side and wasn’t planning to install it. I wouldn’t sign the paperwork until it was assembled. I love the stuff at Pottery Barn but I will never order from them again.

I purchased a mattress from Pottery Barn. I spent over $1000.00 and was told that the mattress would arrive 1 1/2 months later. 1 1/2 months later I never heard about delivery, so I called to find out where it was located and when to expect delivery. They told me it would be delivered to the distribution center within the week and then it would take 3-5 days to go out for delivery. 2 week later still no call and no mattress. My son is sleeping on the floor. They don't care. They have my money. So I call again... oh it is being "custom made". That's interesting. Didn't say that when I purchased it. Don't you think a "custom made" mattress would cost more than $1000.00?

Pottery Barn has a sale on their website. I placed an order for some sheets and a duvet cover last week. The order was put on hold. I called the order processing department to see what was going on and if it had anything to do with having the item shipped to my second address rather than my billing address. They told me they just wanted to confirm that the addresses were correct and that the processing confirmation would arrive in 30 minutes. A few hours went by and still nothing. I called back, they told me the same thing again. 30 minutes later nothing. A few hours later I called back and they informed me that they cancelled the order. What gives?? I tried placing an order a second time, paying with my PayPal account this time so there’s no issue with addresses. Well it was placed on hold yet again. Ordering off the Pottery Barn website has been such a pain in the **. It shouldn’t be such a complicated ordeal to order some sheets.

Ordered two leather chairs in late spring. One spun, the other did not. One day later changed order so both would spin. Now begins the horror... A simple and timely change has overwhelmed their system and I have invested about ten hours on the phone... Ugh. Never again will I go near this company. Good product, nice staff, incompetent managers and antiquated internal systems... I had to laugh when I saw or heard employees trying to accomplish simple retail transactions. Because the chairs I ordered were 'special order' - you know 'I'll take that chair in that leather finish.' I was not allowed to cancel my order. So the summer has passed and now they are talking about an October delivery. I'm not holding my breath, but if the October deliveries fail my attorney will make the next contact with them.

Ok everyone, get ready to read the absolute nightmare that has been my attempt to buy the Coleman beds (2 of them) from Pottery Barn. I needed these beds by 8/29 for a huge family reunion I am hosting. This has all been meticulously documented by me and is all true to the last detail. By the end you will be in such disbelief that I hope it convinces you to never order from this company again. Restoration hardware has some beautiful pieces and wonderful customer service in case you want an alternative. Here we go:

I ordered a bed on June 25, 2018 for my daughter who was moving into NYC on 8/8 with a delivery date of July 20-30th. Bed was delayed several times (each time with a 40 minute hold for customer service) and finally promised to be delivered to me on August 16th (a week after she was sleeping on the floor with the mattress). I took the day off and parked my car in NYC for $48. My delivery time was 11-1. At 10:30 am I received a text that my delivery was 30 minutes out. Then at 11:15 am I received a telephone call that my delivery was cancelled because they lost a piece. Why didn't they call me at 7 am when the piece was not loaded on the truck? Hours more on hold with customer service and still no bed. I will NEVER order from them again.

Purchased at various times $800 worth of Luminaire candles and some came defective. They replaced the ones that were defective and credited me for all but the last one I had to return. I disputed the charge even after the rep on the phone saw where the error happened. Two months later I received a charge for the one I returned. Instead of spending time once again on the phone I am paying for that candle, and I closed my Silver Status credit card account and will never shop there again. No regrets because they are too pricey and can buy just as good or if not better items online or HomeGoods. They continue to treat their good customers like this. Another brick and mortar store will soon be closing.

I have called 3x now within the last 2 weeks in regards to an order that ARRIVED BROKEN and I still have no resolution. The item is not back in stock until December so I was told someone would call me to arrange for a pickup of the item. This still has not happened. I was also told I could return the item to a local Pottery Barn store because it may be easier than repacking this large 70 lb desk into a box, (it took me 40 min to unpack it!) but now I am told by the Pottery Barn store in Winter Park FL that they will not accept this item.

OMG!!! No words to even describe the experience we had with PB. Hindsight is foresight and I hope others will just proceed with caution... From unbelievable delays in furniture delivery, damaged items, misrepresentation of services (the store "designers" are glorified salespeople and NOT actual designers... FYI), poor customer service, lack of communication, disorganized billing system (please do not get the PB card to save 10%... save yourself the headaches with their billing system), etc... I can go on an on!!! I actually waited over a month of separating ties with PB to write this review. (I honestly don't even think I have ever written a negative review before.) And, today I can look back and actually laugh about this UNBELIEVABLE experience we had with PB. But, had we known any of this, I would never had even thought about choosing to do business with this company. BUYER BEWARE!

I ordered a bed for my son from PBteen on 3/24/18. Nearly five months have passed and we still have no bed. I have called numerous times to check on the status, each time waiting in queue for half an hour only to be told that they have no information from the manufacturer when I finally talk with someone. The last straw is that they charged me for the bed this week but it still hasn’t shipped. Will have to consult credit card company to dispute the charge. All while my son sleeps on the floor waiting for a bed paid for with PB merch credit so I need to continue with this sorry excuse for a company. Buy elsewhere!

I ordered the chesterfield storage bed in March and it is now August and I’m still waiting. I have called and called and was told the fabric was on back order. Supposedly it’s at the hub now and I should expect a call within the next couple days. It’s very frustrating to have to wait 5 months for order! Use caution when ordering from Pottery Barn unless you have time to wait months! Also I put it on our PB credit card and got billed for it in April, husband paid the bed off that month so we’ve bought a bed that we haven’t had for 5 months!??? And now I can’t get the lady I’ve been dealing with at the headquarters to answer my calls. Very, very frustrating!

I purchased a sectional sofa from Pottery Barn that ended up being $4,500. I don't mind paying for quality and it seemed exactly what I wanted. When the sofa arrived (in a timely manner) I immediately phone PB to say that the cushions were not large enough and created a 4 inch gap between two cushions. They asked me to take photos and measurements and communicate with their customer service department. I did that. I had to push to get response. I had a number emails ignored so I started calling. Once I called I got a response. I requested that the new cushion be made 3 inches wider to fill the gap assuming that once the cushions relaxed the gad would be filled.

Placed order (Arizona Saguaro photo) through Amazon who passed it through Pottery Barn who reported the delivery date to be August 6, Then changed delivery date to “in progress”. When I first called Pottery Barn - held for an hour... Said she would check with Vendor. No follow up. Called today - one hour hold - Michelle says she will personally track and report Saturday. Order placed July 10. I used to do a lot of business with Pottery Barn in Dallas. Hope we are not witnessing a decline in the business model. However if others are seeing the same decline please report it...

I will never spend another dime in this store and I hope that they go bankrupt soon. What a disaster. I bought furniture which took forever to arrive. I decided to spend the credit that I earned in the store. I spent over 800$ and so I paid over 200$ in cash. I returned about 100$ worth of the merchandise and thought that I should get a refund for the $100.00. But apparently that is not how it works and so now I am out of 100$ and I don't have. Then the wrong item was ordered and so I returned it, got a store credit and paid the 75$ difference. Now their credit card which I am going to cut and return to them is charging me for the items that I returned without applying the credit for the returned item. I have spent hours on the phone and of course I think it is by design to discourage the consumer from calling. Well they just lost yet another customer!

I ordered four items: A Charlie extra-wide smoked charcoal dresser, Charlie 4-IN-1 convertible crib, Charlie convertible toddler bed set, and a Charlie convertible full bed set, on June 13, 2018. I was told the dresser was in stock, and the rest of the items would be shipping shortly to the warehouse. I was billed for everything upfront, and paid in full. Every time I called PB, I was given a new delivery date.

I purchase $4000+ worth of home office furniture. Firstly it came in damaged. Many pieces had to be replaced which meant scheduling days off from work and other very important personal responsibilities. I did however receive a reward certificate worth almost $400. Unfortunately a few weeks after receiving the furniture I had to be admitted to the hospital for treatment for a very serious illness. In fact I was admitted to the hospital 4 times within a 5 month period. I knew I had the reward certificate and thought it expired at the end of the month, however it actually expired on the 2nd of that month. I realized it on the 9th.

Do not shop at Pottery Barn. I ordered outdoor furniture. I called after it didn’t arrive. I received no notification of a delay from PB. They told me on the phone that the furniture would be delayed for at least month. Contacting me first that the furniture was delayed was not something on PB’s to do list. So I cancelled the order and they returned about 55% of what I paid. I waited on the phone for 90 minutes before speaking to a manager who said nothing useful to find out what happened to the balance of the money. Received no useful answer. Customer service is actually customer disservice. I will take further action. Getting 55% money back and forfeiting the balance is incredible.

On 3/21/18 I placed an order for my baby's bedroom set; a convertible crib, conversion kit, dresser, and changing table topper. It is now 7/31/18 and I have yet to receive the changing table topper. The topper delivery has been rescheduled 6 times so far. I've spent countless hours on the phone trying to reach someone in a managerial position but am told that nobody has direct lines so you have to go through customer service. Every time I call customer service the recording says that they are "experiencing higher than normal call volumes" and I am stuck waiting on hold. On more than one occasion I have waited well over an hour before getting anyone on the line.

When I realized that the shelves hadn't arrived yet, I checked my order online and noticed that the order was suddenly 'back ordered'. I waited until the new date, and sure enough, 4 days after it was supposed to have been delivered, I received an email that it was back ordered again, and would be available in another 3 weeks! In the meantime, I had read all of the previous reviews on this website, and realized that this is the way they do business. I called to just cancel the order, and the rep told me that it appears the items would be in the warehouse on August 8th, so would I like to still receive the order on August 15th? NO! I told her that I had already read the reviews, and wanted to cancel, and I would not be falling for their scheme. Do not purchase from this very poorly run company.

I just moved and bought most of my furniture from Pottery Barn, but now I have a bone to pick. I have received a $500 reward and wanted to use it to buy a desk. The desk eventually went on sale according to their website plus there was an additional bonus to get free shipping. The sale ends today so I went to the store to buy the desk.

PBComfort Square sofas just don’t hold up. We looked around quite a bit before purchasing our sectional from Pottery Barn. The cost was much higher than we wanted to spend, but the size, configuration and slipcover choices were just what we wanted. Also, we have purchased sofas in the past and they have held up over 10 years and so we thought we could deal with the cost. We spent over $3K and it seemed a good buy, for about 1 year. Here is what we are dealing with now:

We wanted a new end table. There is a lot of $150 end tables out there. But, we wanted something nice and were willing to spend the money. So, we saw a $499 end table on the Pottery Barn site that looked nice. It was said the top galvanized metal -a contemporary industrial look. Unlike the $150 dollar places, there was no free shipping. It cost $42 to ship. When it arrived, I was taken back. It was a $150 piece of junk that we just paid $500 for. It was not galvanized metal, but instead some sort of cheap faux finish. The legs were scratched and did not attach securely. It was supposed to have a latch, but was either broken or missing a part. It was an extremely odiferous, and is not sitting outside until it airs-out. That will be my last Pottery Barn purchase. And, yes, it is an imported piece of junk.

I've purchased furniture and bedding from PB for years - have spent thousands of dollars with them. I've never experienced anything like this current situation, and it appears my story is running rampant with others too. I ordered a $1600 bed for my daughter's birthday. It was back ordered and would take 6-8 weeks. I ordered 2 1/2 months ahead of her birthday to account for this. I ordered the bed on 4/7/18 and it is now 7/17/18. No bed. I've been following the tracking (that the wonderful customer service dept always refers you to). Two of the three pieces arrived at the local warehouse. They were waiting on the third piece. I emailed via PB Teen's website (4 times) with only one of those emails receiving a response ("all items must be together to ship").

My wife and I purchased a Turner grand sofa and Tyler recliner on May 24 from a PB store. The next day we got an email that said the Turner sofa was available for delivery Jun 2 - Jun 5 and the recliner June 25- 9. June 5 passed and the sofa was never delivered. We checked their tracking website and said the sofa was shipped from Braselton, GA on June 2 and estimated delivery date was now June 13-15. June 15 came and no sofa! We waited till July 5 to call PB. I spoke to various departments (shipping, furniture dept, customer service) and all they could say was "We'll look into it" or "We emailed the HUB and we'll call you back once we hear from them."

Purchased furniture and divided 12 monthly payments to cover the promotion for interest free, however I made an additional purchase during this promotional period and Pottery Barn does not work like all other credit cards who pay off the the first purchase without penalizing the consumer for the additional purchase. As a result I was just 10 days late paying off the first balance and got hit with $400 dollars in interest fee. I contacted Pottery Barn and they would not offer any help. I would never shop there again because of their deceptive credit practices.

Pottery Barn Teen is a disaster. This is the first time that I have aired any grievance on social media. I have no other choice. I ordered the revolving bookcase from Pottery Barn Teen for a surprise for my daughter’s 10 year birthday. I purchased white glove service at a cost of $200 and it was scheduled to arrive between 10 and 12 Friday. I waited anxiously for it as her final coat of paint was drying in her room. I received a text message that the driver is 30 minutes away. Noon came and went. I called to find out where the driver was at 12:30. I was told that the bookcase was delivered. Clearly, it was not. I asked if the driver could be notified to find about the situation. She said that she could not call but only email the delivery company, they have no phone contact for them, but will have the driver call me when they get the message.

I called Pottery Barn for the second time this morning to request to cancel an order. I originally ordered an umbrella and base 7/15/18 around 5:20 pm, when I received confirmation of this order and realized the delivery date on the umbrella was Aug 20th I called to cancel the order. The person I spoke with told me the email would arrive this am. This morning I had not received the email, so I called customer service again, as I want to buy an umbrella ASAP, but not before confirming this order was cancelled. I was on hold for almost 55 minutes. When the customer representative answered she didn't even bother to apologize for my wait! I was trying to confirm the order had been cancelled, but this was not possible.

I finally found the perfect coffee table for my living room on the Pottery Barn website. I ordered it on May 31 at which time my credit card was charged. After waiting nearly 4 weeks to get a delivery date, I called customer service to find out where my table was. They set up a delivery date of June 27. The day before the expected delivery, their scheduling department called me to tell me the table wasn't in and they would call me to reschedule the delivery. I got a call a week later with July 3 as the next delivery date. The day before July 3, I got a call again telling me the table hadn't arrived at the distribution center.

I’m incredibly disappointed in Pottery Barn’s quality. I’ve purchased thousands of dollars from them and I expected more. Last summer I purchased the Scarlett outdoor table and the cover that is recommended. This summer, my table looks like absolute crap! There are cracks everywhere. Not hairline cracks, BIG cracks and chipping. I spent over 4000 dollars on something that didn’t last and they aren’t doing anything to help me. So so disappointing.

I will NEVER have anything shipped from this company again. I recently purchased a home in a new town and bought thousands of dollars worth of furniture a week or so before my scheduled closing. Long story short I closed on June 28th and it's July 10th still no furniture. I'm currently sleeping on a mattress delivered by Macy's this morning and I'm livid. Not only that, over the past two days I've managed to rack up 7 hours of hold time only to speak with 3 different customer service agents who managed to know as much as I did as to what was going on with my order. This company, in terms of customer service is the absolute worst. Never again.

I've purchased lots of furniture from PB, PB kids, and PB Teen in the past two months and the only thing that was delivered was kids' bookshelf. I've ordered PB Teen Prescott Sectional Corner chair and Armless chair on June 28 and estimated delivery was set for July 5. I have neither received this furniture on the said date, nor a call or email from PB Teen, so I've checked the status of the order online, and the delivery date estimate was changed to NOVEMBER 30, 2018!!!! Without any notice from the store. Moreover, they've changed the status of this order and added a line that this order is non-returnable - this was not mentioned anywhere on the original order. And this is just one example of absolutely poor service, I have other things ordered from the store with estimated delivery dates changed several times to push the devilry further.

I purchased a LOT of items at 3:15 am on the day the Lilly Pulitzer collaboration went live (at 3 am). All for my baby's nursery, due August 1st. Figured we had plenty of time to get all the items in. I ordered the Lilly Pulitzer Tropics Wall Art set on March 17th. It didn’t say it was backordered at the time. Within a few days the status changed to backordered, with delivery in mid June. Eventually the delivery date moved to mid-July. Last week (early July) I called to check on the delivery, and was told it was still going to be delivered mid-July and no delay was expected beyond that. Well, today I noticed now it’s mid-August. 5 months after I ordered them, and AFTER my due date.

Longtime customer - will never buy again. Absolute worst customer service and shipping. Company has no idea where furniture is - dates shifted four times - spent countless hours on with customer service- waited five hours at home until PB figured out it was not even on truck. Now trying to cancel 2500 worth of furniture that will never come.

Just a heads up that I ordered 3 tables ($2000 total) 3 months ago. I returned all 3 within a week (all were picked up by PB furniture delivery service/ups pick up). I never pay attention to credits (my naivety) and just assume the refund goes through. I for once noticed that the refund was never processed, called and was told "Oh this happens all the time." I voiced my concern that this was really bad since a lot of people don't check their statements. Make SURE to check your charges and credits!! Hope this helps???

I'm an old lady who needs to elevate her feet. I wanted a comfortable recliner. The Pottery Barn Kids Comfort Swivel Glider Recliner was perfection. Until it arrived and it wouldn't recline. The chair was wonderful to sit in, and I could elevate my feet, so I asked customer service for a credit as the chair, tho comfortable, was defective. I felt a few hundred dollars was reasonable for a non-reclining recliner I still wanted to keep. Nope. The rep gave me a tiny credit for inconvenience and persuaded me to exchange the chair.

My experience with representatives and their ability to answer questions like "when will my furniture ship, will it be complete and why am I being billed when I don't have a ship date" led me to check other complaints online. I realize that I made a mistake ordering from Pottery Barn. Now I'm trying everything possible to get my questions answered and get my order filled completely without damage and close my account and never do business there again.

I made an order on April 5. I bought a second Weldon adjustable side table and two SoMa Lyndon upholstered chairs. Let’s start with the table, first it was placed on back order, but with no notice. It was delayed in delivery multiple times and did not arrive until the 20th of June. Well actually, one box arrived on the 20th and another the 28th. To top it off the finish of the table doesn’t match the first one (no options for different finishes) and if you sneeze on it you may rub some of the finish off (not sealed in any way). I’m having to refinish and seal tables I just bought and they were over $500. Beautiful in theory, horribly overpriced for their quality.

My wife purchased a woolen area rug and a sectional couch. The rug was shedding so profusely that it would completely fill my vacuum cleaner within one minute of vacuuming every time I emptied it. The store said this was normal, that it would stop shedding after six months, and that I should not vacuum it with a rotary brush attachment. I asked what the return period was and they said it was one month. That’s a flim flam. Would you buy a car if it was squealing and smoking And the salesman said it would stop after six months, with only one month of warranty?

I ordered online the PB large, Alfresco Brown, Banks extension dining table back in May. When I ordered the table I was informed that it was on back order and I should receive it no later than August. I also ordered the matching bench and chairs which were shipped/delivered promptly. I tracked my order in June to see if the back order date possibly got moved up and instead noticed that it was pushed back to DECEMBER. I contacted customer service to verify and the rep informed me that she saw that more inventory was expected to come in July and again in August so I shouldn't worry.

I ordered the Mathis desk chair on April 8, 2018. The PB Teen website showed the item usually ships in 1-3 weeks. After checking out I received a delivery date of June 22, 2018. It is July 2, 2018 and I still have not received my chair. I have emailed numerous customer service representatives and have called 4 times - June 26, June 28, June 29 and July 2. On June 29 I spoke with a supervisor who assured me that they were reaching out to their vendor to see when the chair would be delivered. I just spoke with a customer service representative who advised me to give it 3 more days for their vendor to respond. This is absolutely ridiculous.

My wife and I were so excited about the Abbott X Base Rectangular Dining Table. It looks gorgeous in the pictures and we were impressed with the idea of a concrete top table, for durability and the look is great. We have had it for 1 month and the top is so scratched up we can’t believe it. We have been using plastic plates and plastic pitchers. I passed my daughter the plastic pitcher and it left a 7 inch scratch. The top is not a real concrete surface, or it has a type of resurfacing, either way there is no durability and I can’t imagine what this will look like in a year. We will have to start the process of a return, which we are not looking forward to.

I used the online ordering and I have to say I have never received such lousy service. I ordered three items of which two shipped and one did not. They failed to communicate that one of the items was on back order. I called to find out it would ship 6/24. I told the customer service rep that I did not want the thermos if I could not get the lunch pail. She assured me it would ship on the 24th. On the 28th not receiving an email or the item, I called customer service again. After being disconnected and hung up on, I spoke to someone who said she was not sure when the item would ship. I was told I could call a store and see if they could ship it to a store near me. Isn’t that what one would expect customer service to do. After 30 min on the phone and getting nowhere, I give up. Congratulations Pottery Barn, I will never shop with you again.

I ordered a personalized (name on it) step stool for my granddaughter. It took SEVEN WEEKS for the item to be delivered. When it was delivered, there was no name on the step stool. When I called customer service they indicated that Pottery Barn had decided to discontinue the item so they did not put a name on the stool. Are you kidding me! The customer service person then said, "What do you want to do, do you want to return it." That would mean I would have to box it up and drive 20 miles to the nearest UPS store. And at that point I would have nothing after waiting seven weeks. Pottery Barn should have notified me early on that the stool would not be personalized. I then could have gone to another vendor. What kind of company treats its customers with so little regard.

I am actually nauseous after reading these reviews and kicking myself for not reading them before I ordered a brass bed from Pottery Barn. I really liked the way the bed looked and was described so, despite misgivings about the price, I decided to make the purchase. The bed is special order and I was told it would take 6-8 weeks which seemed like a long wait but I accepted that and attempted to plan the delivery of our new mattress (from an online company) to coincide with the delivery of the bed. 8 weeks later... no call but the UPS tracking website said that “delivery could be scheduled”... I assumed that meant the bed was in.

This isn't so much about the defective product. Yes, we ordered the two City Glass Pendants for $300 plus tax and shipping, and they had crooked light sockets that we couldn't see were an issue until they were hung by a licensed electrician. Yes, Pottery Barn sent us complimentary replacements. But the problem came when we asked PB about having to pay another $160 to the electrician to remove the defective product and hang the new ones, which is not a cost we should have incurred. I think most anyone would agree that a good company who cares about their customers would do the right thing and offer to pay that fee, especially with a parent company worth $2.34 BILLION! We were first told by a customer service rep that we could get an estimate from the electrician and that PB would "figure something out" to help cover that cost.

I purchased down pillow inserts, a down feather bed - as well as several $$$ worth of home items - in anticipation of moving to a new home. The down items had a strange smell when they arrived, but I attributed it to being a new item/packaging. I’ve followed all of the recommendations for protective covers and regular cleaning, yet the products literally smell like a barnyard of dirty feathers. My boyfriend calls the pillows the “dead bird pillows,” which is sadly what they smell like. We do not have pets nor poor hygiene to attribute to this odor. I’ve never had an issue with the quality of ANY of their products until now, and I’ve been a loyal customer for greater than a decade.

Ordered furniture on 26 May 2018. Since most was on backordered, rep said pieces would be delivered as they came in. Site said most pieces would be scheduled for delivery between 25-27 Jun 2018. Contacted them today (27 Jun 2018) because I hadn't heard anything to schedule delivery. Rep says it's been scheduled for 11 Jul 2018. I asked why was it going to take another 3 weeks if the furniture is 25 miles away. Was told that they won't deliver the 5 pieces that they have until the last piece is ready. Mind you they scheduled for the 11th and the bed won't be ready until the 16th. Meanwhile all my stuff is in the living room in boxes, but they could care less. Salespeople don't know their own policy and it makes sense now why none of their products have reviews.

I ordered an item with a coupon and received email that item was out of stock and would not be in stock for the foreseeable future. Reordered the same item the same day with no coupon and wow it was in stock and shipped. I called Pottery Barn and they told me it happens and they would not honor the coupon for the second order because the coupon expired. More coupons were available but they would not apply.

I am submitting this in a last ditch effort to TRY to get someone from Pottery Barn to step up and manage my order. I ordered a couch in April with a May 27 delivery date. When May 27 came and went, I followed up with the store I purchased it at and was told that the delivery date had changed and that Pottery Barn was sorry and I would be compensated. When I inquired what that meant, I was told 'they don't tell us, be rest assured, you will be contacted and compensated.' Honestly, I just wanted my couch. Never happened. I have made at least a dozen calls and encountered the most indifferent customer service people I have ever had the displeasure of speaking to (not 'with' because that would involve engagement on their part). Every person tells me a different story.

I placed an order for 3 sets of dishes, dinner plates, salad plates and bowls-service for 12. They were for a bridal registry. 2 1/2 months later and still have not received the bowls even though they were shown as "in stock" when I ordered them. I also haven't received any updates. When I called customer service, I was told I could call a store in North Carolina myself for 6 bowls. I asked the rep if she could arrange to have it shipped and was informed she was not allowed to do that! What? Not allowed to fulfill an order? I then asked her to send me an email just stating it was still on backorder and when it could be expected. I wanted to send this to the bride waiting for the items. She could not send me an updated email either!! What exactly CAN CUSTOMER SERVICE DO? I got no result whatsoever. Terrible experience and will never order again.

I had previously (about 5 years ago) purchased a couch from Pottery Barn and had a great experience, so when it was time for a second couch for our office, I was excited to shop with Pottery Barn again. That excitement quickly faded to annoyance and then straight up rage. We ordered a couch (SoMa Brady Slope Arm Slipcovered Sleeper Sofa) on April 6th after speaking to a rep on the phone. We were assured our couch would quick ship since they had it in stock, which meant early May...which doesn't sound so quick to me, but whatever. May rolls around, nothing. Mid-May we finally get a notification that it is "eligible to ship", whatever that means. Still, nothing. Then suddenly the tracking info goes dark.

My mother-in-law ordered a crib from our baby registry but, being elderly, was unable to figure out how to enter in the promotion code when she placed the order. After she placed the order online, we called customer service and were on the phone for over an hour explaining that we had just placed the order and that she was elderly and had a hard time placing the order online with the code (which would have taken 25% off of the $400 crib).

August 1, 2017 - I order a custom sectional couch and am told 10-12 weeks and they will call for delivery. 12 weeks go by and I have not heard from Pottery Barn. November 21, 2017 - attempt multiple times to contact PB customer service, hold for almost 2 hours, rep comes on and then hangs up, after that I cannot get through to a person so I give up. November 26, 2017 - go in person to a PB store and explain that I am waiting for my sectional, she looks into it and promises follow up. December 2017 - sectional is delivered but half is the wrong color, WAY off - vanilla instead of grey. The delivery people leave the correct half and take the other half back and tell me I need to call customer service about the replacement in the right color. Customer service is always AT LEAST a 20 minute wait to get a human being.

Pottery Barn actually has its customers working for them now. I ordered furniture in April. It is end of July. I realize the order was back ordered, however I have been calling to get updates on my order for the last 3 weeks. It was delayed because they were waiting for piece. I called multiple times after being hung up on when transferred and sitting on hold for 30-40 min only to repeat the same phone call a day later because they can't transfer correctly. I called to schedule my delivery. Was told I would get a phone call with the window for delivery and a text 30 min before the delivery.

I returned the top of a table (Abbott Round Dining Table Top 2016: Concrete. PB08144607339200) that was delivered to me on 6/14/2018 because of a few scratches. I was told to keep the bottom. Well now I am in limbo because Pottery Barn is not reaching out to me regarding the redelivery of the Table Top. I have emailed, called and was transferred all around. The last phone call transfer, I was on hold for 20 minutes before I hung up. I have been a loyal customer since 1999. My house looks like one of their stores! I have spent thousands of dollars with them. But these last couple of years... Customer service has been going down the hill. Many items that I have ordered in the past were on back order forever without any type of communication with me. Think twice before placing an order with Pottery Barn!!!

1. The Customer Service call line is the WORST I have ever experienced. Suggest every member of management call their own customer service call center and get cut off as I have, repeatedly; 2. Shipment screwed up in either China or Memphis; 3. Promised replacement by certain date, didn’t arrive; 4. Called again, gave me a much later date, despite original promise; 5. No accommodation to ‘order’ for quicker shipment; 6. Worst of all: NO APOLOGY from Pottery Barn. I just checked other Consumer Affairs reviews. Terrible. Mine is in good company! This company is going downhill rapidly; the Pan Am of home supply centers. Wish I had read the reviews first!

We moved recently and my family had no bath towels. I ordered nearly $400 in towels and bath mats, which were supposed to arrive in 3 days. The towels came in 5 and the bath mats won’t come until next week. When the quick dry towels arrived yesterday the box delivered looked like it has been thrown from a 20 story building and the top was open. But the towels were sealed in plastic so I washed them in cold water. No bleach ever used in this machine and every single towel and wash cloth came out with irregular coloring spots where the color literally washed out.

Bought a custom Jake leather sofa. Totally understood it would take a couple months to be delivered, but I thought it would be worth the wait to get the exact color I wanted. A couple months pass. Sofa is manufactured & my delivery is scheduled for 15 Jun. The delivery people were unable to install the legs on the sofa, much to my dismay. They called back to Pottery Barn and we’re advised that they would need to return sofa to their main center so “a technician could repair it.” I was told I could expect to have redelivery scheduled in 3-5 days. They lied. Not ONCE has anyone from Pottery Barn reached out to me about this. I have called several times (every few days) and continue to get the runaround. I still have no idea where the sofa that I have paid for is or what the damage is. I have no idea if or when it will ever be delivered.

I had to step away from my computer when trying to submit a purchase online and redeeming a rewards certificate for $175. When I returned to complete the order and submit my credit card information the system had time out. I inputted rewards number again and clicked apply only to find that the website saw this certificate number as “used” because I had previously entered it before stepping away. However, my credit card had never been charged. I contacted Pottery Barn customer service and was told to enter the order as normal and my information was recorded in the notes of the order. Three customer service representatives later and this still has not been resolved.