Pottery Barn Reviews

I placed an order from the PBT website and received a confirmation of my order with a window of when my order would most likely be delivered by UPS. A week and half later after the expected delivery I received an email saying my order was CANCELED since the item was now out of stock. WHAT???! Why would any company sell products that they are not able to then fulfill???! I did get a refund however I was very disappointed since I was expecting this item. I called to see if they would substitute the item with another that was in stock and they REFUSED. Awful!!!! I will never buy from PBT or any of their other sister stores. I have been disappointed more than once. Be weary of their practices in fulfilling orders.

We had a registry and received an unneeded gift in May. We returned it and received confirmation of the return June 5. After about 10 messages and 3 extremely lengthy phone calls, we have yet to receive our refund (now Oct 7, 2020). This customer service experience was a nightmare to the point we pulled down our Pottery barn registry. I would never recommend them, as none of the products were of high quality throughout the entire experience. Long story short, our refund was consistently sent back to the wedding guests that originally purchased it for us on multiple occasions. Embarrassing to say the least, but good for them to receive multiple credits on error. Have 4 emails from multiple customer service reps confirming my address and stating the refund (merchandise card) would be received by me within the next 7 business days. Guess what? Still no refund!

And still no reply from PB. I received the sofa which is of a $4500 value on 7 September. I immediately noticed staining on the sofa and the wooden foot was split. The removal guys had no clue how to bring the sofa in and in the bad efforts took chunks of wood off my newly decorated doors/frames, scratches and dents in the walls with their terrible attempts. I have emailed PB 3 times, 3 phone calls with more than calm, pleasant emails asking for a response. The only response I received was confirmation that a new sofa was ordered. I am still trying to make contact about my damages of the doors/walls to which I have video footage of their bumbling efforts and photos of the damages. If I even got a small attempt at contacting me to acknowledge my calls and emails I would be happy to wait in whatever time it takes to solve the matter. The lack of contact will become quite frustrating.

This has been a long and frustrating experience, but updating my review as Pottery Barn has issued a refund for the original order and canceled our replacement order. I probably won't order from them in the future, but they have made the wrong right. So, I'll give them that.

An experienced and competent customer service representative from Pottery Barn contacted me and was wonderful in tracking my item. It had been sitting in a warehouse in NJ. She got it to my house in a timely manner, checking in frequently to ensure delivery. I was compensated for my time and frustration. I am very pleased with the outcome. I was ready to stop doing business with the company; I have changed my mind. My loyalty is back! Please note: Until working with this competent, caring customer service rep, I was given incorrect information. It is amazing just how much an experienced service rep can make a difference.

Updated on 10/10/2020: I posted a review regarding a back ordered item that was to be delivered to an address I no longer reside at. I had contacted Pottery Barn on 3 separate occasions trying to either cancel the order or change the delivery address (back ordered over 3 months). Pottery Barn immediately responded on this website and requested I send detailed information. After a flurry of emails with 7 different representatives nothing was resolved and they still sent the item to an apartment I was renting while my house was being built. I have no access to this gated community and the item is missing in action (it was delivered but remember I don't live there anymore). There are new tenants and no one has seen the item.

Where do I even begin. Let’s start with the fact that I was extremely excited to furnish my brand new, first home, and I could not wait to fill it with new furniture from Pottery Barn. The experience of ordering the furniture in the store was amazing and the staff really took the time to help me come up with my design. And then it all went downhill from there.

So back in early July I purchased the Farmhouse canopy bed. And I was so excited to finally purchase this bed. I had wanted it for so long. It was delivered to me late July or early August. Unfortunately I only received half the bed. The canopy part was not delivered with the rest of the bed. Also disappointed thinking Pottery Barn delivers and assembles. I was wrong. The delivery company just delivered it and carried it to my room. Never even opened the boxes before I signed off. My mistake! Sadly as I assembled my bed discovered the missing parts. The canopy that I was so excited to Finally purchase wasn’t there. I did receive a random box with a broken desk lamp that didn’t even have the lampshade with it. No one can explain that.

I purchased a sectional from PB in March 2020 which I was supposed to get delivery on by May. When I kept checking on the order it said it was made and sent out to the distribution center for delivery. At this point PB charges you for your purchase even though they would not give me a delivery date. I was planning on paying for this when the bill was due but I wasn’t going to send the entire payment for something I had no idea when I was getting it! After several phone calls back and forth with customer service they said they would hold the billing for one month. Well they decided to put me on an extended payment plan which made me ineligible for my rewards! Have tried unsuccessfully with PB and Comenity Bank to be this rectified to no avail!

PB refunded my shipping fees.

I ordered a piece of framed wall art online on 03/29/20. Estimated delivery was 04/24. After two delays, I called PB customer service to cancel the order. I was told that they couldn’t cancel the item because it had already been marked as “Sent to Shipping” in their system. Keep in mind this was in early June, and the estimated delivery day at that point was mid-August. Since then, the shipment has been delayed twice more, and the current estimated delivery date is JANUARY 31, 2121! Almost a year after I ordered the item. I haven’t been charged for the item yet and intend to cancel the credit card PB has on file if they don’t cancel my order. This particular item is currently advertised on their website as having a mid-October delivery date. What lies!

If you order an item and it says in stock be wary. I placed an order on 5/25/20. Said in stock. Then had the delivery date pushed out 6 times to currently 1/1/21. That’s 7+ months to wait! I have asked to cancel the order twice. And I get the same answer every time. “Order is through a third vendor, therefore PB cannot cancel it”. Finally today PB said they would send request to vendor to cancel. It is a possibility they will not. Therefore if they don’t cancel and credit you, you can return for full credit whenever the hell you get it! Do you have my money and I have no physical order. Unacceptable. I am done with PB! I have given them a ton of business, No longer.

I am reviewing the Comfort Square Arm slipcovered sofa. This coach ranges from about 1500-3500$ depending on size and fabric. Utter garbage sofa. The frame of the sofa itself is made of strand board that is fragile and breaks easily. The foam padding is flimsy and doesn't even stay put. One year later and if you rest your arm on the armrest you can feel the wood frame because the padding has shifted. Finally the cushions themselves are incredibly cheap and compress quickly and do not keep shape. The only positive thing I can say about this sofa is the design itself. I love the square arm and the deeper seats and the width was perfect for my narrow living room. If I could go back I would not buy this couch though. It won't last and I don't have the kind of money where I can just buy a new couch every couple of years. So disappointed. PB couches used to be decent quality.

Around the 1st of August, we received a mailer from Pottery Barn. On August 8th we ordered a bench for $699. The expected delivery date was August 25-31. On August 24th we received an update email revising the delivery date to Sept 14-16. I checked the tracking today and a new updated delivery of October 1-6. First of all companies should not be allowed to sell things they do not have and cannot deliver! I asked customer service if any of the thousands of Pottery Barn Stores in the entire country had one of these benches in stock, a question they could not answer.

My husband and I ordered a dresser and 2 nightstands in July with an estimated delivery of early October. We then later found a dining table. The website said "in stock and ready for delivery from our CA warehouse". We called and ordered through an associate to confirm the information. We paid a separate delivery fee of $300 ($600 total) so the item would not be included in the original order with the longer delivery date. We were assured this in stock item would arrive mid-September.

On 9/3/20, I placed an online order with Pottery Barn. The same day I had (5) unauthorized charges on my ATM card that is connected to my checking account. Oddly, these charges came from the San Francisco area where Pottery Barn corp is located. The charges were for food delivered by Grubhub from a Sonic location. Coincidence or my imagination? Online shoppers beware!!

Their products are fine but only if you can pick them up in their stores. Their delivery service is totally unreliable and inept. If you order on line, right before you push the button to spend your money to place the order, they show you a "delivery date". I ordered a bed (that was shown to be "in stock") on Aug 9th. When I put in my zip code showing I lived in DC, I was given an estimated delivery date of Aug 21. That seemed reasonable for an "in stock" item so I placed the order.

My husband and I bought $9,000.00 worth of furniture from The Pottery Barn recently and both the sectional and sectional ottoman came damaged. They are leather and were custom built to order. The sectional has a smudge where the leather was rubbed off and the ottoman was sliced with by a sharp object more than likely when the delivery people were unwrapping it on delivery. It was a fine cut and not visible to my eye when it was delivered. After a couple of days of using it the slice started to gape open. That’s when it was noticed.

I successfully placed an order for a slip covered sectional sofa. Two weeks later I receive an email to say the order was cancelled and to place a new order with new SKUs. The email also contained a forwarded thread of two weeks worth of internal PB emails in which they're trying to fix an internal discrepancy with their SKUs. Ultimately instead of fixing it, they cancelled my order and asked me to reorder with new SKUs. I ask them to call me to place the new order - I get a call back 6 hours later by the woman who cancelled the order on a bad line, who speaks slowly and needs to repeat everything. She says she's placed the order but then calls back and said the card didn't go through.

Beware before purchasing furniture!!!! Received multiple damaged items & Customer Service was chaos. Ordered a desk on 3/8/20. At the end of our first delivery window, the window was pushed back several weeks with no notification. We contacted Pottery Barn only to be told no deliveries would be available for the foreseeable future due to COVID (which we understood, just would have been nice to have some type of notification). We had to initiate contact with PB again on 5/20 & 6/18 and finally got a new delivery window. The first desk was delivered with structural damage (nails visible, coming apart) on 6/30.

In January of 2018, we purchased an Elliott Twin-over-Full bunkbed for occasional guest use. It was put together by PB white glove service. Now, screws are working their way out and through the veneer.

I had an outdoor dining table delivered on June 17 with a defect that the delivery team found, documented, and took pictures of. They said I would be contacted in a couple days for a replacement. No one ever contacted me. I called on July 17 and then received an email asking for pictures, which I sent immediately. Danita from the Quality team called on July 21 to set up a delivery date. She said she would call back in 30 minutes and she never called back. I called again on August 3 and was told the situation would be escalated, but again nothing.

I purchased an olive tree on August 5th. I was billed the same day, it was over $145.00 in freight. I received an email saying delivery would be a month later. I called to complain about being billed before they actually shipped (which is illegal). The woman took down my complaint and said someone would get back with me by the end of the day, that never happened. I called a few days later to no avail. The worst part is I did wait the month for delivery. They delivered someone else’s package! No one would answer the phone with the trucking company so I called Pottery Barn customer service. I was transferred several times and finally just asked for a refund. The gentleman was very rude and kept me on the phone for nearly 45 minutes while getting authorization to credit my account. I’m never dealing with this company again they are incredibly incompetent and have no idea what customer service is.

Explain to me, why the customer has to wait for a refund until the manufacturer approves the cancellation of the Pottery Barn purchase order? Pottery Barn via the manufacturer did not delivery item bed within the promised time.

I ordered a chair from Pottery Barn on May 23 and since it was a custom item, the time frame was supposed to be 8-10 weeks. Fast forward 12 weeks and I haven't heard anything from Pottery Barn since then other than an email on July 11 alerting me to the fact that "the dates have been revised." Since then, I've been checking my order status and Pottery Barn has revised the dates twice more without even alerting me. At this point, I have no trust in the dates given since they seem to be completely arbitrary. The tracker still simply says that the item was ordered; there's been no movement at all since May. When I chose to order from Pottery Barn, I had assumed there would be good customer service since their prices are not cheap. Please don't make my mistake and take your business somewhere else.

Placed order 6/20/20 for a bathroom vanity, received three emails indicating a backorder and a delay in shipment. After the third delay, I called to cancel the order for a full refund as the item has never processed beyond my original ordering. To date have spoken to two customer service representatives, one lead representative and one manager and the response from Pottery Barn is that they cannot issue a refund and I have to wait for a response from their vendor. So basically, Pottery Barn, a multimillion-dollar company has accepted my funds, provided no product and refuses to refund the money. They are being reported to my credit company as well as any consumer protection agency until this matter is resolved. I will never shop there or at any of their affiliates again.

Thank you to Adrienne at PB who finally looked into this issue and fixed it. I just wish that PB had been able to provide the same information the first 3x I called.

Ordered a rug on May 11, 2020. Multiple emails later promising the delivery is delayed. It is August 10, 2020. Tried to reach customer service asking for transparency. Trained staff gives you only bogus answer. And I never got to speak to a supervisor as I was put on hold for 20. I am told I can also not get my money back. A scam. I never expected this from this company.

I followed these instructions messaged to me by the company on this site and (as expected) no one ever responded to my email. This is obviously some kind of service they pay for and then don't follow up on. After writing this review I spent even more time on hold with several different departments and had my delivery delayed for a third time before getting the couch.

Nothing against this store specifically, but the overall customer service at Pottery Barn is HORRIBLE. The worst! I have spent over $12000 at this store in the last 2 months, and when ordering curtains they did not give me enough hooks to hang the curtains. (The hooks COME with the curtains, they are not an extra purchase.) I had to call 4 times, no one could help me, I wrote a customer service email explaining situation and concern, I never got a response. All I got was an email notification with an order showing a quantity of 2 of the hooks, I needed 12 of the hooks, so I still will not be able to hang my curtains, AND those two hooks are expected to be here in 9 weeks!!! They should have been sending them via overnight and apologizing for the situation. Instead I have to search other stores and sites to find a hook that will work to hang these things! What a waste! I never want to purchase anything from here ever again!

On July 11th, I ordered an item off a gift registry for a shower that is taking place on August 2nd. At checkout, I was told that it would be delivered on July 24th. A week before that date, I emailed customer service to check on the status and received a reply the following day, telling me that the vendor stated delivery still to be the 24th. The next day I went into tracking and it now said delivery to be August 22. I again emailed customer service to complain, and did not receive ANY reply. I emailed them again three days after that, and still did NOT receive a reply. So they will only get back to you if everything is fine? If there’s a complaint, they won’t talk to you and try to fix the problem? Terrible. IF this order actually does come in, it will be my last from Pottery Barn.

Updated on 10/24/2020: I received the wrong product. They told me I had to return it to the nearest (65 miles) UPS station before they would send me the correct item. They would NOT pay to have the wrong item picked up at my house. I filed a complaint with PayPal to at least get my money back, which they ruled in my favor and credited my account back. I am appalled at their customer service! Unbelievable!! Ps, they actually deserve negative stars, but this was unfortunately not an option.

I’m a PB customer for years but I’m extremely frustrated from the hard time I get because of their horrible customer service! I got my daughter’s bed online and they shipped it with missing parts. After MANY back and forth they finally sent us the missing piece. Later I just got her a desk. While at the store the store manager was so unprofessional and unhelpful. I’m so surprised of such customer service for a place that I pay hundreds to get a piece of furniture.

Orders online go through with a 2 week delivery, then it’s back ordered 2 months. Now my order has been cancelled with no email or contact. I have 2 more online orders with them and the date on one has already gone from June to August so I’m pretty sure it will be cancelled soon. Bad business. Going to cancel my credit card and I’ve had it at least 15 years.

Highly unreliable online store. Don't count on what their website indicates for stock and don't count on their customer service to handle order related issues. I ordered a patio umbrella end of May and the delivery date that was shown was June 3rd-6th at checkout. I also ordered matching pillows and umbrella base in the same order. It is now July 6th and the umbrella has still not shipped! And I am stuck with the pillows and umbrella base which were shipped separately. I have called every week to follow up and every week I am told a story, first they don't know why it is late but that I should be getting it soon, and then the Covid-19 excuse, they are working with a reduced number of employees, that they will expedite with the shipping company or that they will compensate me.

Updated on 10/13/2020: This is a continuation of the review I wrote three months, it is now 12 months after I ordered and have finally received my sofa. Due to the serious delay I was told in writing that I would receive a 30% discount and free shipping- all of which I could have gotten the same discount if I cancelled my order and bought on a sale day. Besides the fact that the company has seen no issue with delivery of horrible quality, customer service and a complete waste of my time, they apparently do not uphold their own promise. This discount that is written in an email has not been given to me.

My wife and I went to order a new bed for our daughter. One of the main reasons we ordered it online was because it would've been to our house in the next few weeks (between June 30 and July 2) on their own website and on the email confirmation after the order was processed. More than a week before estimated arrival, we went to go check the status. Once we clicked "track this delivery" it proceeded to tell us it wouldn't arrive until mid September... Yes that's 3 1/2 months later. I called and she proceeded to tell me it must've been sold out or not in the warehouse, yet she doesn't have an exact answer.

I spent a LOT of money on a sectional, armchair and ottoman. I had been looking forward to new LR furniture for 15 years, and I am so disappointed.

I have purchased many things from Pottery Barn and have always been satisfied. We recently purchased a bunk bed and it came damaged and not just slightly damaged. The footboard has a crack that goes all the way through it. 3 weeks later, 7 hours on hold, and multiple phone calls and still no resolution. I have filled out the forms, sent pictures of the damage and done everything they have asked. I have been bounced around on their customer service lines continually through all of my calls and most end up with the call being disconnected before I get to the "right person" to talk to. I am extremely dissatisfied with their customer service and will not be shopping here again.

Pottery Barn outdoor furniture may look great in the showroom, but they should just stay in the showroom! We purchased an Indio Extending Dining Table in 2018. It has been lightly used, and well protected by weatherproof cover 365 days a year. However, in less than two years, surprised to see cracks appearing in legs, and getting worse by the day. https://www.potterybarn.com/products/indio-dining-table/

We purchased the Juno Media Console table in November of 2019, the original ship date was in December 2019. By February 2020 I called to cancel the order, and they said it was fine. I got my May statement with a full charge for the media table, that we had cancelled and also never received. Called in May to "return" the item (that we never actually received), they said they would take care of it. No problem.

I went to a store to discuss with a sales representative what kind of couch I should buy for our new home. After discussing our needs and family lifestyle a custom sofa with a slip cover was purchased for 5k. The sofa was delayed for MONTHS despite us checking back on the website for delivery status which left us without a couch. We sold the old one with based on the inaccurate delivery status on their website. Customer service worked with us on this to a mildly acceptable resolution; they gave us a small credit on our balance owed. Upon delivery, the delivery guys could not correctly assembly the sofa and therefore had to rig together something so the couch could actually be connected. I was angry, but you can not return PB furniture. So now I was stuck with something that was ill fitted.

Please do not buy anything from this store. On hold with customer service for over an hour to try and cancel an order on PB Teen because I found the nightstand cheaper on the PB website. Horrible Customer Service. I will now have to dispute charge and drive the nightstand to a store.

My wife and I purchased the 'Chatham' furniture set from Pottery Barn less than two years ago. We also purchased the covers for all our furniture. The set cost over 4k. The Chatham table finish is peeling away. It is not normal wear and tear where wood will gray over time. That is natural. I sent pictures to customer service to be told there is nothing they could do. Do not buy expensive outdoor furniture from them and have pictures to prove it.

My review won't have enough space to truly explain my experience. After today I came here and saw much of the same problem with others. This was my first and probably last purchase with PB. And no good resolution. Bad communication with delivery ~ Part of the items missing ~ huge scratch on top of cabinet. Spent hours on the phone today, most of the time on hold or getting disconnected. I have waited for 5 years to finally purchase a PB desk and was so excited to finally be able to order one and nothing but disappointment since. I have notes of the people that I spoke with and the times I was on hold and/or disconnected. I believe I would rather have a root canal without ** than have this experience again.

I was very disappointed. They sold me a very cute pair of slippers on May 6. A few days later the company said it was on back order. The latest tracking says it was going to arrive by May 27. On May 28 I received an email saying the company was sorry but it had canceled my purchase. It says the product was not available anymore. I called customer service, as they suggested, and it took 42 minutes for someone to answer the phone. The lady said she was going to compensate me with free shipping or a $10 dollar credit. She made me wait on the phone saying something was not working in the system. She left. I was kept waiting another 30 minutes, but in the end I just gave up. The whole process was very stressful. A big disappointment. Right now I don't intend to purchase any more products from this company because of its inefficiency and total lack of respect for its customers.

It is difficult for me to write this review and to give the low rating as I love Pottery Barn furniture. I have made many purchases for my house from Pottery Barn and I am very pleased with all of them. I have had challenges in the past with deliveries, but simply with the drivers running late. Nothing that I was upset over. Everyone has been pleasant and easy to deal with.

Pottery Barn emailed me after this review and set up a replacement for my broken sectional. Their customer service was great. The woman who emailed me was very knowledgeable and helpful. The delivery men who came this time were also very nice and they installed middle support legs like I asked for and said that the previous delivery men must have been new that’s why they weren’t installed. Now I’m very happy and I don’t think it will break again. Overall very happy with how it was resolved.

Awful experience. The one star rating is generous. I placed an order with PB back in February for the Benchwright hutch/buffet. Since then, it has been delivered in the incorrect color TWICE. It is bad enough that this happened once, but twice is just unacceptable. After the second wrong delivery, customer service said they reordered it again in the correct color. The woman I spoke with claimed she would flag the order in the system so they triple check the color when packaging it. She also stated that there is no quality control to ensure the correct color ships - they just hope for the best. Seriously?? They just hope for the best? Again, completely unacceptable.

I ordered my sons loft beds. I was told on the date of order that they would deliver May 11th. They were scheduled for May 20th. On May 20th two individuals driving a rented enterpirse truck pulled in the top of our lane. A neighbor's tree branch was low and may have scratched the top of the moving truck and they would not drive with one tire off of the driveway to avoid the limb so they refused to deliver.

BEWARE. If you are planning on adding PB to your wedding registry, they have great products. Be careful though. If you return anything, they have a terrible process and an inept team. Just know that you, like me, may never receive the store credit. 6 months, 4 attempts to be get the store credit and I am still without. Williams Sonoma and West Elm were great, but for some reason, PB can't get it done. BEYOND FRUSTRATED.

We bought these sheets last year and swap them out regularly with two other sets of sheets. These however already have holes in them. They won't refund or replace the product because they say it's normal wear and tear. Very disappointing.

I ordered a men’s leather toiletry bag and the website said use sunshine code for free shipping so I used the code. No shipping code showed on my order but one day later I receive a confirmation email showing a $14 shipping charge. I call their customer service number several times and no one answers. Then I email the company and Michael ** replies he is sorry I had trouble with the free shipping code but he cannot refund the shipping charge. The item had not yet even shipped. Pottery Barn should not advertise a free shipping code on the website and then not honor it. This is poor customer service.

We ordered our furniture and were told we'd receive it within a couple weeks. After the couple weeks passed, we called customer service to inquire about status, after several 30 minute waits and transfers, we were told we needed to call the last mile delivery company separately. After waiting for 20 minutes to talk to them, they said they were missing a piece and that's why they hadn't called us to schedule. Then we had to call Pottery Barn back and ask about the missing pieces. They showed that all pieces were there, so they called the delivery company directly (not sure why they couldn't have done that originally), who then said the piece was there and wasn't missing. They then scheduled delivery for a week later and never showed up. We called to ask what happened, and they told us we rescheduled the day of transit, which never happened and was a flat out lie. Then they said a piece was damaged and they needed to order a replacement.

Updated on 06/23/2020: When Pottery Barn saw my review in May they immediately and politely reached out. But guess what - I still don't have a couch and there's no end in sight of my waiting. Coming up on 8 months since I placed my order. Does that seem right? They're still selling furniture online during COVID, so as much as I'd like to cut them a break during this crisis they don't appear to have a good reason for not fulfilling my order at this point.

I ordered finials and paid extra $33 to get next day delivery. I was supposed to receive them on May 7th and the last email said I am to receive them May 12th. No apologies. No explanation. If next day delivery was not possible, they shouldn’t have allowed me to select it. Very disappointed.

DO NOT BUY FROM THIS COMPANY!! They will NOT do price adjustments for items that go on sale a few days after you purchase the item. They will also charge you for the delivery fee if you try to cancel your order even though NO SHIP NOTICE has been provided. We are highly disappointed as we have bought many things from this company before and thought they were reputable.

I bought a couch, chair and ottoman. Couch and chair came, ottoman did not. The chair had nails sticking out of the bottom that put 2 long scratches (10 and 12 inches) on my nice hardwood floor. The seam on the back of chair was coming apart. The couch and chair seat cushions started to flatten like an couch in old days. I requested a return. I am still being charged for ottoman that I never received in addition to finance charge $217.43. I have been disconnected with customer several times after very long hold times. I would not ever buy furniture from Pottery Barn or anything else.

I love Pottery Barn's style and have been a long time customer but after my last couple of furniture purchases I will not be buying anymore. Purchased a kitchen table we hardly used and the black paint was peeling within a couple of months! I sent in pictures to the Knoxville store where I purchased and they were not willing to do anything about it which I think is pretty shabby. I also purchased outdoor furniture and same type of issues within a very short amount of time. I purchased about 6 pieces of furniture around the same time but different pieces and every single one had issues. After talking to some friends and designers they have told me the same thing! WAY overpriced and VERY poor quality. I feel like their accessories hold up better but no more furniture for me!

I get emails from Pottery Barn and got one saying a sale that was in progress was ending that day. I was looking at ordering furniture from them online so I dropped what I was doing and went ahead and put the order together and submitted it before the sale ended. To my surprise, the next day I got an email from Pottery Barn announcing a NEW sale - several of the items I had just ordered were priced lower than the day before. I sent an email to Pottery Barn customer service requesting the price be adjusted on the items I had ordered less than 24 hours earlier. Although they say they will reply in 24-48 hours I did not get a reply for a week - in which they informed me they would not adjust the price of the sale items. I have never had such an experience - every retailer I have dealt with has always adjusted a price in such a circumstance. I will not be ordering from them again.

I ordered the Big Sur sectional from the local Pottery Barn store on 1/1/2020. At the time of purchase I was told that, since the fabric we chose requires the couch be “custom” built, we could expect our couch to be done at the end of February and we wouldn’t be charged for the couch until it shipped out. Here we are over 2 months past the original delivery date and still no couch and a $6k charge on my credit card. Depending on who to talk to in the social media department, I receive a different response as to where my couch is. “They are waiting on 2 pieces to arrive”. “They were only missing 1 piece and it was sent to the Delivery Center. They should call in 1-2 weeks for delivery.” So which is it, 1 or 2 pieces? Am I being told the wrong thing so I will wait for another 2 weeks before contacting back?

I ordered a wooden wall art from Pottery Barn on April 2, 2020. It said it would be shipped to me no later than April 16th or 17th. I kept checking the order to see if it had been shipped and it kept saying it was back ordered. Once April 16th came and went I called customer service was told that it should be to me by the next day. Well... the 17th came and went and nothing. So, I called customer service again - waited online for over 1/2 an hour - was told the same thing - they could not tell when it was going to ship, but other people were complaining about their orders as well and the male associate said “I am not sure what you want me to do about it.” SO - I asked to speak to a manager. I waited on hold for several more minutes - got transferred to another customer service rep instead of a manager and had to be transferred again - another 10-15 minute wait.

Updated on 01/15/2021: I would caution anyone looking to buy upholstery from Pottery Barn. I voiced a complaint to PB when my Pearce sofa was 18 months old and was told because it was over a year old they could do nothing to help me. This sofa is terribly uncomfortable but seemed fine when first delivered. We started sitting on pillows to make it tolerable. I felt like we were sitting in the sofa instead of on the sofa. My sofa is used in a seasonal home, so used half the time and just my husband and I, no pets or kids.

I was eyeing several light fixtures on the PB website and finally decided to pull the plug to make the purchase. I opened the PB credit card online and once approved, I could not find my account number to make the purchase. I called the 1-800 # and they informed me that I would have to wait for my card to arrive in the mail, that they could not provide me my new account # over the phone. I was afraid that the sale was going to end so I decided to make the purchase on a personal credit card and plan to go into the store after to have it refunded and put on the PB store card (as I was advised by customer service to do so). Here comes Covid-19 and all non-essential stores to close so I could not get to the psychical store to place this transaction.

I have been a loyal Pottery Barn customer for several years - my whole house is basically decorated with items from this store. However, I have had several issues with my recent order and am extremely disappointed. I ordered 4 custom Ashton counter stools in February with the Mahogany stain wood and a grey suede fabric. The first problem was scheduling delivery. The order had been showing in my account as ready to schedule for several weeks- but no one reached out to schedule a delivery. Instead, I called customer service to schedule delivery- which after waiting on hold for 30+ minutes, being disconnected, and transferred to the delivery hub, was able to schedule for later that week. Delivery was timely but they only had 3 chairs! The delivery man said the 4th chair was in Los Angeles and I needed to contact customer service. Ok...

Buyer Beware!! Can’t cancel order without being charged. We ordered a tv stand from PB. I really liked it and the size was perfect but the next day when our tv was installed on the wall I realized the stand wouldn’t work because it had open shelves and there were a lot of wires that I didn’t account for. We needed to get a stand that had a closed back to hide all of the cords. I immediately called PB and TRIED to cancel the order only to be told that the order was already on progress so I would need to wait until the order arrived at their shipping site to cancel. Ok I thought it was a bit odd that they couldn’t handle that but went with it. It was weeks before I got a call that the order had arrived at the shipping site but eventually they let me know it was there.

We bought the Toscana dining table and was concerned about how well it was made. The sales associate told us it was made with solid wood and it would withstand spills and was easy to take care of and with children we didn't want to spend that much if it wasn't quality material. So apparently it's not solid wood and it doesn't repel anything. My daughter spilled some red colored juice and it stained it. I tried using soap and water. Wouldn't budge. Then I used a organic cleaner and scrubbed and it. Brought out some of the pink but ruined the finish! With kids that do spill we would have never bought it but the Pottery Barn sales rep. reassured us it would! There is no warranty. No way of them fixing it! Pottery Barn Dining tables are horrible and so is their customer service! Now we either deal with this horrible stain or purchase a new table when they should need to fix or replace it.

I ordered Brookdale Queen Bed frame on Mar 7, 2020 and they delivered on Apr 04, 2020. However, they did not have any hardware to assemble and delivery guy told me that he will order the hardware and direct ship to our house. I called on Apr 06, 2020 to make sure that order has been placed. First associate told me that she won't be able to check and would not answer my question for 5 min. and finally I hung up and called again. This time I asked supervisor to give me some kind of answer for the order and he said he will check and let me know by Apr 08, 2020 which is today.

Ordered a sofa to be delivered to my house. The couch came with 5 leg posts- 1 for each corner, and one for the middle of the couch. The delivery crew installed 4 posts and left. I did not know that a 5th post needed to be installed until I saw the instruction manual taped to the couch, that the men did not even look at, because I was with them the whole time. What's worse, the instruction manual said not to use a drill, and the delivery crew used a drill. I called customer service to get someone to come back to install the 5th leg, and I am either told to call back another day, or I am referred to a new department, and no one seems to have a record of my calls. It is now 1.5 weeks since delivery and I have no answer. The couch itself is nice but totally not worth the headache. I recently moved and I will not use Pottery Barn or their affiliate companies for the remainder of my furniture needs. Not worth it.

Pottery Barn withholds manufacturer and part information. The Drawer slide hardware is broken for the Stratton Storage Platform Bed we ordered in 2018. Two weeks into this, all I get is "We're waiting on the manufacturer". I've called, e-mailed. There is no part number stamped on the hardware (really great idea), nor is the manufacturer name found anywhere in the furniture (another really great idea). I do not want a free part. I want to pay for the part, and order more, because this slide rail willl break again. Google searches yield plenty of unhappy PB customers who say the same thing, that PB will not reveal part numbers nor manufacturer names. Can't find any info about the Stratton Platform bed, anywhere.

Pottery Barn owes me $1,800 and it has been months of lies with no action. I wrote this for Pottery Barn Customer Service, but Pottery Barn does not provide an email address and I have had my call disconnected every time, I will tell the internet. Customer service is not important to Pottery Barn. Apologies for the slow start.

Updated on 04/17/2020: On Mar 18, I wrote a review offering painstaking details about my awful experience with Pottery Barn, in which they butchered my order and delivery, and then reneged on a promise to give me a full refund. On Mar. 19, “Ramona” responded that she was “very sorry for (my) frustrations, and would like to look into all available options to turn this experience around for (me).” She asked me to send my order details. I responded the same day with my order number. Almost a month later, I have yet to hear back. What is wrong with this company? Can they do anything right?

I purchased a Westin Heavenly Bed mattress from Pottery Barn and the order said 1-3 weeks for delivery and when I called customer service they didn’t know anything and gave me the number to the scheduling department but that department had no information either so they passed me to the distribution center (a third party) and they told me they didn’t know when they would receive the order from Pottery barn and when I asked what pottery barn it was coming from they said they didn’t know but gave me the number to William Sonoma and said they would know.

Wait, wait, wait....then get refunded. Every time I order from Pottery Barn it gets put on back order. Then I wait upwards of 3 months only for it to be cancelled. Waste of time. You think with they would be better about this and have better customer service for the price of their products.

Never received goods due to flaws and delays with their delivery system. Almost 4k is siting on my credit report because they decided store credit somehow makes up for their issues. I should not be held to this financial obligation because of their delivery issues. I have been trying to dispute this for a few years now unsuccessfully and am now hiring a lawyer. It's quite simple, goods or services in exchange for money. I never received the furniture yet I am stuck with a bill.

I've made many orders through Pottery Barn in past two months. The furniture is high-quality, but I won't order a large piece from Pottery Barn again. It's hit-or-miss on fulfillment. I had one order of a rug, a coffee table, two dining tables and sectional. The rug and one dining table arrived within a few weeks. The coffee table delivery estimate was updated to six months after order, so I canceled.

I purchased a sectional sofa from the Pottery Barn store at Yorkdale Mall in Toronto Canada back on November 16, 2019. The sales person, Debbie ** helped me with this purchase and mentioned to me that when I purchase from the store, store associate will follow up on my order and will ensure that it arrives as expected and can track and locate it for me, so I trusted her and made a $5200 purchase. She mentioned to me that it takes 2-3 months for the order to be delivered so let’s say worst case scenario it will be shipped by end of February 2020. I accepted and waited hopeful for my product to be delivered.

Good product, but frustrating to deal with. The price kept changing. Delivery went from $275 to $329. Will not let you pick up the product. Price in store different from online price, (can not pick up in store).

I ordered a chair back in November and was to get it delivered in December, then January, then February and again another delay till March. I had enough and cancelled the order. This time I ordered two similar vases but of different sizes. I received one but the other was again backordered. I will spare the consumer the receptiveness of how this store operates. I had to cancel again due to continued delays in shipping and return the one I did receive as I wanted to display them together. Never again Pottery Barn. Your delivery and in particular your customer service is deplorable. Consumer deserve better for paying for your overpriced merchandise. I will give my business to Wayfair, Joss and Main or McGee and Co instead. At least they actually ship in a timely manner.

The barstools looked great. However they left splinters in our legs and hands, so we had to return. Ordered on Dec 4, 2019. They stated they would be in Dec 24 (in time for my family coming in for the holidays). New house, so these were to be our only seating. They didn't come in. A week later we get a notice they are backordered. They finally arrive Jan 16 - a full 6 weeks later. Then we had to return them. They were very nice. Said they would handle calling UPS and having them pick them up and no need to make labels. UPS picks them up, leaves no receipt. 2 weeks later UPS calls us and asks where they are going to???

I am writing to tell you how my Ivory Alpaca Faux Fur pillow cover arrived. The box was a hard cardboard box with a large gash in it. The UPS driver left it on my front step where we have lots of melting snow- dripping water on it. When I opened the box I found that there was NO plastic cover or wrapping around the pillow cover so, it was wet, and not ideal. Why don't you put a protective plastic bag around this pillow cover? My pillow is not ruined, but it is not perfect...not a good experience for this shipment. It can be easily fixed by putting the soft, furry pillow cover in a protective plastic. Plus I don't like that this is just laying in a cardboard box with nothing else. Bad impression and easily fixable.

Yes, Pottery Barn has some of the cutest, highest quality products out there but I have never come across a worse customer service experience in my life. I ordered a nursery dresser ($800) on the Saturday of President's weekend because they had a great sale. On Sunday, I realized I should combine my rocker recliner to the order so it can all be shipped at once.

We ordered a bedroom set in October 2019. We received parts of the order over four months! Two of the items came broken and late from what was expected. Still awaiting the last item that came damaged over two months late. Will never buy from them again!!!

As a homeowner, business owner (in the housing industry) and frequent shopper I have always held Pottery Barn at a higher standard. I have spent thousands with this company between wall decor, closing packages, lighting, furniture etc. My biggest purchase ever was recent and was a the banks extended dining table and 8 Hayes tufted chairs. I was so excited when my husband and I made this purchase 12/26/19. I had been eyeing this set for over a year amongst others but felt nothing held a light up to this one so I finally made the decision and bought the set.

This is the second time we have a bad experience with Pottery Barn. I ordered a loft bed for my granddaughter that was suppose to be her Christmas present and flew to Colorado where the bed was being delivered. The day the bed arrived it was broken, they wanted us to stay with the unbroken parts but we sent it back and they said they would send us a new bed. Two months later they went to deliver the new bed again today and when they opened the box the bed was crushed completely. Which means no one is checking the boxes before they go out to make sure nothing is damaged. They gave us a time window and the guy called. He was coming before and we were out of town so had to rush home to get home to another damaged bed.

Ordered this nightstand recently in Ash Grey. It looks very nice and is a good size, not too big or too small. Unfortunately the wood finish is not that great. I got a splinter when moving my phone across it and have noticed small pieces coming up. Overall satisfied with it.

I am very disappointed with the experiences I’ve had with Pottery Barn over the past several months. I have been a loyal customer for many years, spending thousands of dollars on pottery barn products. However, after placing an order with pottery barn and pottery barn teen in early October, I have repeatedly been put off, left on hold for over an hour each time I called, given misinformation, and reassured my issue would be resolved, but it never has been. I had earned a $75.00 reward certificate that I was told would be applied to my order. It was not, and despite repeatedly calling and talking with customer service representatives, the issue has never been resolved. I have spent several hours on hold with pottery barn customer service representative trying to recoup the $75 dollars I was promised, but despite being told by FOUR representatives over the phone I would receive a gift card for the amount, I never did.

I placed an on-line order on Dec 12, 2019 and it was my very first order with Pottery Barn. After my-order was placed for 3 items, one item (price $19.99) arrived on 21Dec2019. I was charged shipping and handling on the item for $19.95. However, the items that I was keenly interested in (pillow covers quantity 2 ; price $52.00) was not received. I phoned a few times for follow-up. First I was informed that the items were on backorder and arriving January 23rd. I called again and this time was informed that the items has arrived and I will receive items by ‪January 30th.‬

I placed an order on-line and forgot to enter the PROMO CODE. I realized I had forgotten to do that right after I hit the "Place Order" button. I immediately called Pottery Barn Customer Service and explained the situation. They REFUSED to apply the PROMO CODE to my order "because the order had already gone into fulfillment". What a ridiculous comment!! Warehouse fulfillment and accounting are two separate entities. Simply applying a credit to my credit card in the amount of the PROMO CODE, would have solved the problem....and kept a loyal customer. I will no longer patronize this establishment!! I will go place all my orders with Amazon, in the future! Let's see how long Pottery Barn stays in business with such poor customer service...on their price inflated goods!! Shameful!!

I ordered a couch and loveseat in Nov 2019 which was to be delivered this week. I got a notice it was delayed till mid Feb. no more notices. I looked at the confirmation number today and now it says March 27-April 7. This is absurd! Where is my set I ordered and already paid for- including ridiculous delivery charges????

We made a few purchases from PotteryBarn kids and PotteryBarn totalling over $10,000. Not one piece of furniture has arrived seamlessly. There have been numerous delays, furniture damaged, mismatch in design, delivery goof-ups etc. We ordered back in Oct 2019 and it is January 2020 and we still haven't received our orders.

So excited to get my new furniture, but not anymore. Ordered the Aubrey desk, of course it comes in sections and they sent two of the same section, tried to correct it, but continued to send the wrong section. We are still waiting for the correct piece, this will be the fourth delivery. We ordered the Aubrey media collection and the media console had broken doors. We just got the reorder and there is a big hole in the back. And so now I sit and wait.

Three different PB reps unable to determine the current status of a furniture order in their tracking system. The third rep suggested contacting the local delivery service to see if it arrived. WTF???

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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