Pottery Barn Reviews

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.

Have been ordering Pottery Barn for couple years and have spent approximately $20k. Would not recommend ordering Pottery Barn if you have a local furniture store. The problem with Pottery Barn is they cannot answer anything about their furniture if you call them, they are simply reading the same description online as anyone else (no hands on experience). Second, when you check out items will show as available and on almost every item they will email a new expected delivery date because the item is on backorder. Also, items that are nonrefundable you are often waiting as much as 2 months!

I am beyond frustrated with one of my favorite stores I cannot believe what I have gone through. I am on my THIRD sectional in two years from Pottery Barn... My first one had to be returned because of the fabric shredding and separating, the second because Pottery Barn sent me the wrong Couch, now the third has broken at the connection part of the wedge and torn the fabric. I have been waiting since the middle of May and heard nothing of them pic sent and still nothing. I do not want this furniture. I want my money back and call it OVER. I am so disappointed.

I ordered a bed on 4/28 from a local store in Fort Lauderdale. I waited 6 weeks for my bed and when the bed came 3 out of the 4 parts were WRONG. My bed got delivered on 6/15/18. They literally delivered me a two-tone bed. Then after following up I was told that my replacement parts would take ANOTHER 6 WEEKS. I mean this has got to be a joke. Pottery Barn/William Sonoma you should be ashamed of yourself that this is the lousy customer service you offer for the kind of money they charge for the products. I will NEVER purchase anything from this store again NOR recommend them to anyone. They need to reconsider their vendor.

I placed an order for the Pearce 3 piece sectional at the local store on June 11th. I was told by the salesperson that since the fabric I chose was a part of the "quick ship" then I would receive my item in about a week... And she even heard that it takes less time than that. LIES! On June 15th, I called to check the status of my order, it didn't tell me the update but it directed me to customer service. After being on hold for about 30 minutes, Deborah answered. She told me that my item was already at the delivery hub in Memphis, TN and it's scheduled to be delivered on June 28th. Great, I was initially worried after reading reviews on delivery... I thought that maybe I was one of the lucky ones.

I am beyond upset with PB Teen. I placed an order with PB Teen on March 11, 2018 for the Burnett Super Sectional and an extra Corner. After two weeks I called to inquire about my order to check to see if they could give me a better range on the delivery date, after realizing my order online did not have any date listed as it should. I was told to wait, so I did. My order online continued to not have anything listed for an estimated delivery date, so I called again end of March and was told it would be delivered in a week.

I am beyond upset with the crappy customer service I've received from Pottery Barn. I ordered an outdoor umbrella and rolling stand in early May so that we would be ready for a Memorial Day BBQ. The umbrella was received fine however, the base is another story. I was contacted by their delivery service to schedule delivery 3 times and the product was never received. I then had my husband call to which the delivery service said there was no record of previous delivery attempts. (Shocking). Once the merchandise was en route (the day of delivery) I was contacted to say that we needed to be present to accept delivery??? If that is the case, why was I only notified the day of!!!

I highly recommend you not order anything that requires shipping or 'White Glove' delivery. We placed one order for a table, 2 arm chairs, 2 side chairs and a bench. This was split into multiple shipments, some through UPS, but the table seems to be lost. Multiple calls to the customer service departments (one for furniture, one for the bench and armchairs, which apparently are not classified as furniture if they ship UPS) have totaled to 5+ hours of wait time, and conflicting information. Have requested and promised a callback from Leads and supervisors, which has not happened yet. Also no response to email requests for info. We have a bench and chairs, but no table. PB has some serious problems with their shipping logistics and customer service.

I ordered multiple pieces of furniture from Pottery Barn during their Memorial Day sale. Scheduling delivery has been incredibly frustrating. I have scheduled delivery 4 times now. The first delivery was set on the 3rd for 6/9 for delivery between 7a-noon. No call, no delivery. On 6/10 I spent about 40 minutes on hold & finally spoke with someone who rescheduled/expedited delivery for the 12th/13th and was told I'd get a confirmation call 10 hrs prior to delivery. (But said I was already on the schedule for 6/16 between 11-12). No call/no delivery on 12/13th. I called again on the 12th, 40 minute hold time and was told my delivery was actually scheduled for 6/16 between 11-12 and I’d be getting a confirmation phone call (apparently there was no record of my previous calls).

I bought a home in Charlotte NC but was still in Massachusetts. I asked Pottery Barn customer service if I could place an order and have it held until I would be in Charlotte to receive it in a few weeks. They said yes, but neglected to tell me that I would have to place the order by phone to have it held. Not knowing this, I placed a very large order (bedroom sets, etc.) and then emailed PB and asked them to hold the order. But it was too late, and the order went out automatically. I saw that this had happened, and I call PB customer service many times and called UPS many times, but no one seemed to be able to stop the items from being delivered to Charlotte, and I could not have the order re-directed to Massachusetts. Customer service was no help at all, but I kept calling and finally got someone whom I thought would help me (Rachelle **). She tried but gave up, telling me she was too busy to handle the problem.

Placed order for a sofa in March - supposed to be 6 weeks. Now quoting 16 weeks - no emails - no information but I cannot cancel it. They cannot assure me it will be ready in July. They cannot contact their vendors other than sending a request via email. I see the order online and have a new date every time it is supposed to be ready.

Tallulah sofa - I ordered a custom sofa on February 1, 2018 online. My order confirmation informed me that I should receive a call to set up delivery between April 30 and May 14. I called customer service on May 14 when I didn't hear anything. In the past month, I have called several times and sent emails several times. All I am told is that they will contact the vendor (by email, no less) to find out the status of my sofa. No one has followed up. I still don't know where my sofa is, or when I can expect it. I would have never expected this from Pottery Barn -- I will not order anything more from them based on this experience. I am beyond disappointed.

I purchased a four piece sectional with chocolate velvet slipcovers from Pottery Barn in 2003. It was manufactured by Mitchell Gold. It is in excellent condition - minimally used. My family room flooded and I need to replace the slipcovers BUT I cannot determine what style the sectional is... I think it is the PB Basics line but need that verified. I called customer service - I was told they cannot help me. I have reached out to a local store for assistance.

I bought the Abbott Chunky Leg table with 2 benches last spring. Soon after its delivery, we found a crack running across the tabletop. After many, many phone calls, a replacement top (concrete only) was sent and assembled. Upon delivery I noticed a few small cracks along the side edges and reported it to customer service. She said that the tables were currently out of stock for the season (now November) and that she would give me a credit in order to hold on to the defective one till next season. She said to call back in the spring to report any further issues and to see if more were in stock.

My mother returned a leather chair because it was defective. Even though it was past their 30 day policy for a full refund, I was told by one of their reps in the furniture dept. that they would be able to refund the chair on the credit card. Lo and behold, my mother received a "gift card" in the mail for the full amount of the chair. I've been on the phone numerous times and for numerous hours with them trying to dispute this with no avail. I was told someone would look into it and get back to me but no one did, nor have they responded to my email. I've been lied to by them and they don't even seem to care. I was shocked but not surprised to see so many unsatisfied customers. I, like many of the reviewers, will NEVER purchase anything from them again!!! I expected more from this so called company. They should be ashamed.

We purchased a couch and the cushions on the back and the bottom are already worn down with normal use. We have contacted them several times and they refused to replace the cushions. They said that we could purchase new ones but they will not help us with their faulty product. Their couches are more expensive than many companies and clearly they do not stand behind their product.

I'm a very regular Pottery Barn Kids customer. I ordered 2 twin beds on May 28th for my twins' birthday. The fact that they were to be delivered between June 5-7th, was ultimately why I chose the Pottery Barn Kids beds over beds I was considering at Restoration Hardware Kids (which has amazing customer service, btw) and Land of Nod. By email PBK indicated I'd be contacted in the days before delivery to set up a white glove delivery time. When no such call came, I called on June 6th and was told that only the headboards had arrived at their warehouse and that the footboard were arriving in a day or two, and I should expect a call about setting up the delivery soon, and the beds by early this week. Today is June 12th and I've spent over an hour and a half on the phone (mostly on hold) and still have no idea where my beds are or when they are arriving.

I ordered furniture for my nursery on March 28th was given a delivery estimate of 8-10 weeks. The ottoman has been at the warehouse ready for delivery since mid-May but they don’t ship your order until it is all received by the me warehouse. I’ve been given an available of option delivery date for June 5-7th for the glider. I was never contacted during this time to set up a delivery time so I called them to find out when delivery would be scheduled. I've been told "inquiries to the vendor" are being made and I still have been given no answer as to when it will be delivered. In fact, no one is even sure where my glider is. Each time they say I'll receive a callback, I don't. Each time they say I'll receive an email update, I don't. Absolutely ridiculous and inexcusable. I’m due in a week and I’m not going to have nursery furniture.

I have ordered from Pottery Barn twice and both times have been horrific experiences. Both times the items were backordered but that was not indicated on the website. They both took months to come. The nightstands I ordered were delivered by a third party company, which was incompetent. The pendant I ordered needed to be plugged into an outlet, which was not indicated on the website. When I decided to return it, I had to call 3 separate times because I could not print the return labels. Finally, I stayed on the phone until I printed them, which took several more attempts and 20 min of my time. I will NEVER order anything from Pottery Barn EVER AGAIN. They are terrible.

Pottery Barn has always been one of my very favorite home stores and having to write this review makes me feel like I'm breaking up with an old friend. I don't think I've ever written a negative review in my life but our recent experience has been awful. My husband and I ordered an upholstered platform bed after much deliberation. I chose a fabric with a 4-6 week timeline. When I never heard anything at 6 weeks, I started calling. We were trying to coordinate the delivery of a new Sleep Number mattress. I called at least 10 different times, several times I was put on hold and disconnected. Several of the customer reps were very nice and tried to be helpful, but the bottom line was no one had any information on my order and why it was taking so long.

I had an outstanding credit card bill of $11.36 in 2017. I never received a bill so I forgot about it. I just received a letter today stating that Pottery Barn closed and sold off my credit card in April 2018 to Portfolio Recovery Associates and that I now owe $221.78. I called Pottery Barn who told me that they received return mail from my address. When we checked the address they had on file, Pottery Barn did not have my correct address, it was missing my unit number. Pottery Barn states they tried to call me but did not reach me. I never received a call from Pottery Barn. I feel that Pottery Barn had my wrong address so they are at fault. I have always paid my bills. This is unfair that I now have to pay $221.78.

This Emily & Merrit Diamond Crib bedding set (quilt, crib bumper, and XOXO crib sheet, and star crib sheet) looked absolutely stunning in my baby’s room when first put together. Seeing as it’s for infants and infants spit up, poop, drool, and snot all the time, I would have thought it would have been an easy fix to wash after my son had a blowout and it made a mess on the bumpers and quilt. Now, mind you, I went almost a whole year with no accidents or having to wash it so I didn’t know it was going to be completely ruined when I had to.

I recently purchased, and paid for an expensive leather chair from Pottery Barn. I was told it would be delivered within 2-6 days, and that I would get a call to schedule it. 2 days later I got an email, they had my order and would be calling to schedule delivery. They never called and on the 5th day I received an email that I should call them to schedule delivery. Now 5 days of the 6 had past. I called and they said the next available delivery was a week out. I was annoyed but had no recourse. I accepted the planned delivery date. 3 days later I got delivery affirmation with a 2 hour delivery time window. I prepared the room, and got rid of the chair it is replacing.

I ordered a bathroom faucet and shower valve. It was advertised to be delivered in 1-3 weeks. Upon paying for the items, the delivery date was switched to 5 weeks. This timeline didn't work for me. I called customer service within 2 minutes to cancel the order. The representative said it was canceled. Two days later I received a confirmation of the order, no cancellation. I spent over 2 hours today, speaking to 4 representatives who were unhappy and unwilling to help me. Finally, one said, "call the bank and deny the purchase". No other help. TERRIBLE CUSTOMER SERVICE. NEVER USE!!!

Yesterday, I was out shopping with my father at the South Coast Plaza in Costa Mesa. We initially were looking at the Macy's furniture store for a sofa for my new apartment when I saw the Leo Coffee Table through the window at Pottery Barn. While I would normally NEVER pay the full price for the table ($550), there was a special ONE DAY sale that brought the price of the table down to $273.99 which was doable. After speaking with the Costa Mesa store about the product, they didn't have it in stock, but they DID have one in stock at the Mission Viejo location.

I really hate to post this towards what I thought WAS an extremely reputable company but I don’t want anyone else to suffer the consequences we have by ordering furniture through pottery barn. Where to begin? March 23 we ordered a dining table, leather sofa and two leather recliners. We ordered in store at the Denver Colorado location. While in store I picked out my table. I physically sat at and touched the table I ordered. Same with the couch and chairs. I sat in them in the store and loved what I was purchasing. Which you’d expect when spending $2k on a dining table, $3k for the leather sectional sofa and $4k for both recliners.

I ordered furniture for my son on February 5 and was given a delivery estimate of 8 weeks. When I got an official update from Pottery Barn, the new estimated date was May 14--over 13 weeks from the order date. I never got another update, so I started calling customer service on May 16 to find out when delivery would be scheduled. I've been told "inquiries to the vendor" are being made, and 4 phone calls and 15 days later, I still have been given no answer as to when it will be delivered. In fact, the super knowledgeable folks at Pottery Barn aren't even sure where my loveseat is. Each time they say I'll receive a callback, I don't. Each time they say I'll receive an email update, I don't. Absolutely ridiculous and inexcusable.

Purchased a high chair on April 27 for a shower on June 2. Delivery date scheduled for May 31. Called on May 10 to confirm order. When product did not arrive I called. First person said it wasn't even on its way. She was going to look into it. When I didn't hear back I called again. Second person said she would write in the notes that I wanted to cancel the order. No one could give me a reason as to what the problem was. I then called the distributor. He said that chair has been out of stock for over a month. Why didn't Pottery Barn know this? Why wasn't I informed? Called Pottery Barn a third time, this time asking for a supervisor. She could not connect me to one as she was working from "her home". She filled out a request form for a supervisor and said I would be called that day. I was not! Very disappointed in Pottery Barn's failure to communicate. I will not order from them again.

I purchased a rolling backpack ($99) that has only been used a handful of times. We purchased it for my son to take on airplanes. It has been a mess trying to use it. I had thought my son was the cause. I finally looked closer to the bottom of the backpack and one wheel was put on upside down! The wheels don't line up which has been the issue all along!! The backpack was purchased about 2 years ago and the timeline is outside of PB return policy but this is not a normal return. I asked the store manager in Frisco, Texas to exchange the defective backpack for a non defective working backpack and she declined. This backpack is on clearance now and only $39. I’m shocked that Pottery Barn wouldn’t be willing to correct this issue. It is clearly a manufacturing defect. The manager wasn't even apologetic for the inconvenience or the fact that her store sold me a defective product.

I am documenting my displeasure with Pottery Barn's Customer Service! They ARE in fact the worst customer service in the industry!!!! I had damage done to a door frame with a PB delivery 2 years ago that was NEVER resolved. After a year of calls, incident reports, agent after agent I boycotted any purchasing from them. Recently, I decided to try again as there are some furniture pieces I'd love to order. No shock... SAME type of response. Multiple call transfers, hours on hold, agents who promise to help but never call back and no access to supervisors/leadership.

I ordered the Upland desk in March and when the first desk was delivered the marble was damaged and the wood warped. The desk was returned and was set to be delivered May 24. I received a call this evening saying that the marble on the second desk was defective and it would have to be reordered for a delivery date of June 28th. The delivery support center was apologetic and helpful in ordering another top as this time the wood was fine. I am wondering about the quality control at Pottery Barn and the customer service was horrendous. Everybody wanted to pass the buck until after 1 hour on hold I spoke to a woman who apparently sent an email to someone at the corporate office. We’ll see.

Ordered a Pearce sectional in March, Pottery Barn accepted my payment and said the sectional would be delivered April 30, It is now May 23, I have placed 5 calls to PB customer service, each call averaging 30 minutes, I have talked to Megan, Christine, Emon, Dana, Ann, and Lorraine, all have said they would look into finding the left piece that was missing, and respond back within 24 hrs, not one person has called me back. They said (twice) they sent an email to logistics in Las Vegas but it would take 7 days for a response, the first one went out May 5, no response, the second went out May 11, again with no response. The last person I spoke to said another someone would call me so that they could either send a replacement or cancel the order. No one called. It's like talking to a brick wall, nobody knows anything and apparently can't find anything. I'm at my wit's end.

I ordered several thousands of dollars worth of furniture from a salesperson at our local store because I felt very pressured to order from the store instead of going online--they consistently tried to make me feel bad by saying, "it will keep our store open if you order from us". I was told they could then be the liaison between me and the store if there were any problems...HA! It started with faulty delivery, but we won't even go there right now. Moving on to my Buchanan chairs--we ordered the flat arm swivel chairs and because we "trusted" our PB employee, we left as she was finishing the order (this was the second time we ordered so she had all of our information). She placed the order for the round arm not the flat arm because apparently, the material and color weren't available in what we ordered. Forget about the fact that she should have known that ahead of time, she CHANGED OUR ORDER without asking.

We ordered the tall Raleigh Storage Bed on March 18th. We were happily surprised when we were contacted for delivery for May 11th - a month earlier than the window we had been given. When the delivery team arrived on May 11th they were missing the center support beam, meaning we could not use the bed and the mattress would begin to sag in the middle. It has been 10 days and no one seems to be able to tell us when we will receive the piece. We were told on 5/11 the piece had shipped and they would send us the record locator, by 5/14 when we had received no record locator we called back and got the run around.

First of all, I tried three separate times to shop in the local Pottery Barn store (Baton Rouge, LA) for the rugs I wanted. I must look homeless or something, because NO ONE would wait on me. There were salespeople everywhere. Some were with customers, some not. A simple, "I will be with you ASAP" would have sufficed.

After ordering leather chairs in January they were delivered to a warehouse in Minnesota in late April. I live in Wisconsin! They will only deliver on their own terms and schedule. Pottery Barn goes right along with this company dictating delivery to a very small window. If you can’t be home to wait and wait and wait over a month and still waiting! The day of ordering from Amazon and the reliable store are here and fast delivery in just days are the norm. Good luck if you can stay in business! The future does not look good for your company!!!

We purchased a PBTeen dresser four months ago for our daughter's bedroom. We were told by PBTeen's delivery team the off-gassing of the furniture would disappear in 2-3 days. Four months later, it is still emitting a STRONG TOXIC ODOR. The inside of the drawers smell exactly like Formaldehyde. My daughter frequently wakes up with runny noses and headaches after sleeping in the room overnight. It is apparent this furniture was not made appropriately in Vietnam. PBTeen Customer Service has not been responsive on this matter after contacting them several times. For anyone who has purchase their Chelsea line of furniture or dresser, I'd strongly encourage you to make sure it has stopped off-gassing and emitting formaldehyde fumes before you put your family's health at risk.

We ordered a sofa and back ordered coffee table over two months ago. I found out a few weeks back that they had the sofa available and it wasn't delivered because they were waiting on a back ordered item that PB has no idea when it will be back in stock. For over two weeks I have made several calls and sent emails to have the sofa delivered as we were told in store it would be two separate deliveries. Each phone call I was told someone from the shipment team would be in touch and that the sofa shouldn't have been held for a back ordered item.

Being charged 26.99% to purchase furniture from Pottery Barn is a disgrace. Interest rates should be calculated on the credit rating of the consumer and the rates this company is charging are criminal. If you choose to take the credits to the account instead of a low or no interest rate it comes nowhere close to the cost in interest you are paying. Incredibly poor customer service.

On March 13, 2018 I ordered the Banks Buffet. I was originally told it would be delivered by April 6. This date was later changed to say delivery would be between April 18 and May 2. On May 1 I called to get a delivery date. I have called nearly every day since and have been transferred to several different people. None of whom have helped me yet. I’m constantly being promised I will get a call back with a delivery date. I cannot get anyone to help me resolve this issue. I was told by one customer service representative that my buffet has been in the warehouse near me for over a month. I was also told they were having trouble with that warehouse. That is not my problem. My buffet has been paid for over two months. I purchased the buffet online using my Pottery Barn credit card. If I had used a different card I would’ve already canceled. I want my Banks Buffet delivered. I don’t know how to resolve this.

I purchased the Ashby bed in Sept 2009 and it was delivered several months later. I also purchased the white glove delivery and set up. The bed has been in the same spot, never moved in A/C all these years. We have no small children jumping on the bed etc. We noticed the bedside panel developed a crack along the internal line of screws that hold the crossbar brace and caused the panel to split along the wood grain through to the external panel that shows.

I recently purchased two white twill slipcovered armchairs as well as one matching slipcovered ottoman from Pottery Barn. Initially, I was happy with the chairs and ottoman. They look nice and are comfortable. The reason for my one star review is the quality. The reason I purchased slipcovered chairs is that I have pets and knew I would need to wash the slipcovers periodically to get rid of dirty paw prints. The sales associate that helped me order the products over the phone assured me that the fabric I ordered my slipcovers in (Twill White) was machine washable. This was essentially the only reason I was willing to buy them. The very first time I washed anything, I washed the top piece of the ottoman slipcover.

My experience with Pottery Barn in Princeton, NJ, as well as Pottery Barn in general, was horrific. I purchased a floor model sofa and ordered the matching loveseat on December 31st. The loveseat arrived in the expected time frame given by the store but it had the wrong slipcover. When I contacted the store, they confirmed that the sales rep (who was supposed to come to my house for a design consultation but never showed up) ordered the wrong slipcover. They offered to send another design consultant on a weekend (since I had taken off work for the one that never showed up) and while she was there, she confirmed that the loveseat had a different slipcover then the sofa. Both the manager at the store and the consultant assured me that the correct loveseat would be ordered.

I cannot even begin to express the dissatisfaction and disappointment we have experienced with Pottery Barn Kids. To begin, we ordered our entire nursery from them in January 2018. It’s is now May and we are still dealing with the stress and frustration of this unprofessional company. Our furniture has had to be replaced 3 times - cracks, holes, dents and pulled fabrics are just the tip of the iceberg! We were told we would be given a credit... the company called, got our credit card information and now no one is available for us to speak to! We are told that it is being dealt with! We just received a second order - a bookshelf that is not even painted correctly (half white half grey). Please do not waste your time or money or frustration on this company. It is poor quality and customer service is terrible. An experience that should be a happy one has been ruined by this terrible company!

I ordered the Coleman bed frame in early March and still waiting on 5/6/18 for not only this item to be delivered, but for someone to respond to my numerous inquiries about this order. My credit card has been charged over $1,000 for this product although I have no idea if/when this bed frame will arrive. I am going to have to file a complaint with my credit card company to dispute the charge since PB refuses to respond to my email inquiries and I service agents just put me on hold and/or transfer me to another department where I waited on hold for over one half hour; and when I finally got a person, she didn't have any answers. This is ridiculous and I am NEVER going to order another item from PB again!!!

I have never written a negative review before but am beyond frustrated with my situation that I felt compelled to warn others about Pottery Barn's Performance Tweed Slipcovers. I have been a long time customer of PB and have been very happy with the items I purchased until I bought my sectional with the Performance Tweed slipcover.

We ordered a custom sofa and was told to wait 4-6 weeks for the sofa to arrive. Eight week have pass now and the sofa was nowhere to be found. We have called Pottery Barn 5 times in the last month. We had to wait over an hour to talk to someone. We spoke to Sharon ** who told us that Pottery Barn has not spoken with their vendors in 3-5 days. They said the system is unaware of where the item is. When we asked to speak to a supervisor, she said that the system does not allow for her to put customers on hold for longer than 5 minutes (which is a lie because we were on the phone for an hour last week when we called). In addition, she promised me that we would be given a full refund for the item if the vendor does not reply in 5 days.

Pottery Barn and its partnering business West Elm are absolutely the worst companies I have EVER dealt with in trying to resolve the problems I encountered with the orders I placed. On April 29th I began placing an order online with Pottery Barn using a $100.00 gift card that I received from West Elm for compensation for a problem that was a nightmare to resolve with them. I had a question about where to locate the pin number so I called their customer service line. I was told that the pin number was located in the lower left hand corner of the gift card and that I was to scratch it off and then enter it into the appropriate field and then press enter. I did this and the order did not place. As I was speaking with the customer service rep., she asked for the card number and the pin. I read it off to her and was told that the order had been placed giving me an order number.

I ordered from Pottery Barn online store and it has been the worst experience. The way I see it, I should just receive my order in the indicated time frame and that’s it. Had to make several calls (8) in total. When I clicked on my tracking number, it said not found, so I called several times and was told basically, it’s coming or the system is down when in fact it was lost or never shipped. Finally someone told me someone else would call me, nobody did, they send me a copy of a refund and shipping the item again.

My daughter created a baby registry. I wanted to buy her the crib that she wanted, so I took it off of her registry and added it to my cart. I wanted to wait until it got closer to her shower so I waited a couple of weeks. When I went back to buy it, the crib had went up 100 dollars. It had NOT been on sale, there was nothing indicating that it was a sale item. When my daughter registered she said it was not on sale, that was the price. So I contacted Pottery Barn and the lady on the 800 number was a not so nice women. She would not even look up the item, she just said there is nothing that she could do about it. I then contacted Pottery Barn Kids and they said there is nothing indicating that it was 100 dollars cheaper at any point. Well, I have the email and the registry that says different. TERRIBLE EXPERIENCE. Will never shop there again. Will go to the other store that my daughter registered at.

Original couch and loveseat on order ** was placed by private designer Mikayla ** on her PB credit card. We wrote a check to Mikayla for the amount and the couch & loveseat were delivered to our home. The style of each was a York, slope arm, white denim. Immediately after we received them, we noticed that the back cushions seemed too small. No matter how much I fluffed, flipped or scrunched they would not hold their shape or seem to fit properly. I had a designer, Courtney, from the Brea PB store come to look at them and she agreed. I then called PB to complain and they agreed to replace both. However, I had to pay for the replacements the cost of which they promised would be refunded.

I ordered a jewelry box which was delivered fairly quickly. I opened it to find a plain box, missing all of the decorative accents on all sides. I pulled up the photo online, printed a return label then called customer service. I stated the problem and told the rep that I hoped return shipping wouldn't be deducted from my refund. She first proceeded to tell me that I must have ordered the wrong item and argued with me about this. She was clearly looking at the wrong photo and I have the box in my hands. This went on for minutes. She then stated that I couldn't return it but could get an exchange! I can return anything I want for any reason as a consumer. After that battle she stated that I was giving her the wrong order number and she couldn't find my order.

I ordered a jewelry box for $160. None of the accents in the photo were actually on the box-it was a completely plain cheaply made box that was unfinished. When I call customer service, Theresa, to ask if I would be charged for return shipping, she said yes. I stated that I felt this was unfair, as the item was not as depicted. She proceeded to tell me that I must have ordered the wrong item, which I did not-she finally conceded and said I would not have to pay for return shipping but would be charged for the label. To me that is paying for return shipping.

I ordered a bed in Feb. 2017 that was on backorder until May... With zero notification it was put on further delay over and over and over until after 9 months I finally gave up. This year ordered two beds. The first was to be delivered March 26th... It was delivered today April 11th. The second which was NOT on back order has now been placed on back order, never notified. I have called 4 times, each time promising a call back and not once has anyone ever called me. I finally called the delivery center to see if they could give any information and although it was to be delivered no later than April 9th, they let me know that they won't even have it in the warehouse until April 24th and delivery up to two weeks after that, as I was informed. It was only an estimate. It could be delayed - again it was ordered in Feb. Worst experience ever. I will NEVER order from them again.

I made a purchase from Pottery Barn that was initially only partially shipped/partially billed. I paid for this order using a VISA rewards card. The VISA card shows this item was fully paid for; Pottery Barn says they did not receive payment for the last half of the order. I have gone back and forth with both of them for over 3 weeks now and still can't get any resolution. Dealing with Pottery Barn is an absolute nightmare as their employees are extremely rude and seem to think intimidation is the way to resolve issues. EVERY employee from PB I have spoken to has been rude; not just one, but every one. Somehow they must forget to train people in customer service at this corporation. I will never use this company or their affiliates again.

I ordered a Coleman metal bed on January 15, I have been told more than once "It is on route". It is now April 6. I needed the bed for company for Easter. I have tried to cancel the bed. I see they have charged me in February. They said if I cancel the bed there is a restocking fee. I have no bed. I paid for a bed. I have no bed.

If I could give zero stars, I would. I used to be such a loyal PB customer. No more. I will make this short. I ordered furniture Dec 2017. Two couches and a chair for my living room. Estimated delivery in mid Feb 2018. Since that time, my estimated delivery has been changed FOUR times and is now estimated for June 2018. Six months!! And who knows how many more times in the next 2 months they will give me a new “estimated” delivery. And when I call customer service, they tell me it’s the vendor. But no one can specify exactly what the hold up is? Is it fabric? Is the vendor out of wood??? Who the heck knows... PB sure as heck doesn’t. The only reason I haven’t canceled my order is because I designed my new living room around the measurements and fabric color of these said pieces. So at this point, I would need to find exact couches and chair at another retailer.

I ordered and received the PB Dawson Pedestal Table less than 3 years ago and less than one year into ownership, the wood started chipping. I wrote PB Customer Service and they said there's nothing they can do and I should contact Furniture Medic to pay to have it repaired. I am a longtime shopper at Pottery Barn and have always thought they made a good product and am sad to report that this product and their response is less than satisfactory. Since I reported this issue, the table has gotten even worse and about 20% of the surface is now exposed wood. Unacceptable. Not only that, but I am unable to leave a review on their site! Frustrating...

So far this has been a horrible experience. Pottery Barn has the worst customer service that I have experienced (this is no exaggeration). Pottery Barn has 79 terrible complaints since I ordered a bed for my daughter on January 16th. If I just had the chance to read all these complaints I would have never went to the store. I've made multiple calls and waited for more than 30 minutes each time. Finally after almost two months I had the “Honor” to talk to a “Customer Care Leadership” (I can go hours elaborating on the meaning of this title for Pottery Barn).

I am not the type to write negative reviews on any store/product, but I had such a horrible experience with Pottery Barn that I feel it is necessary to do so. This store could care less about customer service. On top of being ridiculously overpriced, they charge $129 for shipping any piece of furniture. On top of charging the $129, they take 3 months just to ship the furniture to the WAREHOUSE (not even your home). I was told the table I ordered was arriving in about 3-5 weeks and when I was given the confirmation printout it said June 12-24 (3 months way)! I cancelled that order and 2 other products that I had purchased. Considering the amount of negative reviews this store has, you would think they would have already done something about their poor customer service. For being such an expensive and “high-end” store, they definitely lack professionalism. I refuse to spend my money here.

If I could give Pottery Barn zero stars, I would. As a long time customer, it hurts me to have to write this, but I think it's important to share my story. We decided after much deliberation to order a sofa from PB. We purchased a custom York roll arm sofa in the early fall of 2017 and were told it would take 8-10 weeks for delivery. We waited the entire 10 weeks for delivery, which was right before the Christmas holiday. We were expecting guests from abroad, so we were excited to receive our new sofa in a timely fashion.

I ordered a bedroom set for my daughter on Jan. 8, 2018. On Feb. 5th I received the dresser, the headboard and the footboard. However the side rails were on back order. When I called in Feb. 16th, the rep said it should be available on Feb. 27th. When no one called I called in early March. They said that the item was not expected until March 21st. Tonight, I called because no one has called to schedule a delivery and I was told the item is now expected on April 9th! The rep was very nice, but I still do not have my furniture complete. I chose PB because I like the quality and style. However, if it take 3 months to get a complete bedroom set then this may be my last purchase. I am crossing my fingers that the items will come on the projected April 9th!

I placed an order for a Buchanan armchair and loveseat on February 12th. One of the main reasons I chose the fabric (performance everyday velvet in buckwheat) was specifically because the estimated delivery date was 6-8 weeks (est. 4/11- 4/25). Unfortunately I received an email March 9th stating there would be a delay and the delivery date was pushed back (est. now 4/25 - 5/9). I called customer service the inquire on the delay and they explained that their third party vendor had an influx of orders, which is why the delivery date was delayed. I was told it was guaranteed to be completed and delivered by 4/25 but the date estimate allowed a little “wiggle room” for mishaps. Although frustrated, I accepted this explanation and understood.

Ordered 3-piece sectional custom sofa. Waited over 10 weeks for it to be delivered. It arrived damaged. I called service and the first rep I spoke to said "I don't want to waste your time. Let me get you directly over to furniture department." She was great. Tina is the second person I spoke to. I told her the details, said the option the delivery company presented was to refuse the delivery if it is damaged and call the vendor (Pottery Barn). Tina said it would be Friday or Monday (called Tuesday at 3:15 pm) before the "vendor" called me. I asked who the vendor was since I ordered from Pottery Barn. She said the sofa is made by a third party vendor and she would submit the issue and I would hear back in 24-48 hours. I told her 24-48 hours would by Wednesday or Thursday, not Friday or Monday. She said "you are not the only one! You need to give the vendor time to respond!"

I placed an order for a console table online on January 28th, 2018. When it would be available was not specified. I called them and asked the order status. They said it would be available around the end of February and would let me know when it became available. There was NO update from them until mid March. I called them again, and the person whom I talked to apologized for that. 3 days later she sent me email saying the item was on back order until September 3, 2018. 8 months! I have to say they have terrible customer service, they never let me know about such a ridiculously long delay until I ask. They don't even give any alternatives, just saying "I'm sorry. Have a great day." I expected better customer service for the price that I paid. I chose this table to match other PB furniture I bought. Now I'm stuck.

I bought bar stools from Pottery Barn. They have an industrial size staple in them that has come out of two chairs. My son was scratch significantly from sitting in this chair. I called Pottery Barn and no one would help because I bought the chair in the store. I called the store and had to bring the chairs in when the manager was working... Really you should get these chairs ASAP as they are a danger. Finally sent in an email with a picture and my son’s cut and got a callback. I spoke to ** once who said they would pick up the chairs on Monday. Of course UPS came on Saturday to get the chairs and we were not home.

I bought a Pottery Barn slipcover sofa a while back. It was the high end performance fabric and was told it was virtually indestructible. Three months after purchasing it, I washed the slipcover for the first time... When I opened the washer, the slipcover was coming apart at the seams and there was a mess of strings coming from the inside. I immediately took it up to Pottery Barn and showed them what had happened. Their only advice was to cut all the stringy mess off and use a liquid stitch product to keep it from happening in the future. I said, "Wouldn’t that negate any warranty in the future???" They had no answer for me.

I have been a long-standing Pottery Barn customer. 3 out of 4 of our bedrooms have PB sets, our office has a PB desk, our kitchen has a PB kitchen table, along with matching chairs and matching kitchen barstools, PB light fixtures, my dining room has PB upholstered chairs, my family room has a PB entertainment center, a PB leather chair, a PB coffee table, etc... You get the picture. I have been extremely loyal to Pottery Barn over the years and have been given tremendous service. Back in May of 2017, I decided to work with a wonderful designer out of the Novi, MI PB store. I was looking to replace my couches/chairs and change the look up a bit.

I purchase a slipcover soft after sitting on one in the store. It was $3,179 and I expected it to be of good quality. Within a short period of time the fabric started to peel and looked worn. The cushions started to lose their shape and sag. I am a single person - not a family with a bunch of kids in an out all day. This couch should have lasted. When I called to complain, I was on the phone for literally 2 hours with "Customer Service". He asked that I send pictures of the deflated pillows and viewed them while on the phone with me. He agreed they were of poor quality, said they had many complaints about them and that they had discontinued them. He offered me free replacement back cushions from a new vendor and asked that I pay to replace the seat cushions. I agreed and a few weeks later the seat cushions arrived.

Ordered wall shelf and clothing items. Decided they would not work for me so called UPS to return the order, I was refusing delivery. Items got back to Pottery Barn distribution. I was expecting a full credit to my PB credit card, the way I bought the items - totaling $140.24. I eventually got one merchandise credit for $86 and that was all. PB said since had $.99 ending pricing items were not returnable! Most things we buy end in $.99!! Didn’t realize that!! Have gone around and around with them, contacting Better Business Bureau, Oakland; sent e-mails to Laura Alber and Dean Miller to help me with no reply of course. I have no mdse. No credit. I will NEVER shop at any of their related stores and would recommend you do not either! Have never read so MANY complaints about a company. BEWARE.

I purchased furniture (sofa and 2 chairs) and I received almost $400 back in reward money. With that reward money I purchased $240.00 worth of bath towels, hand towels. I placed the order in one order online. When Pottery Barn shipped my order I believe they intentionally split the order so that my $225.00 reward certificate would not work. I received 2 small hand towels (the towels that hang by the sink to dry your hands) in one box and a few days later all my other towels came. Because the order was split, so was the billing split into 2 separate charges so that the $225.00 reward certificate I used was void and they charged this all to my PB credit card.

I ordered some candle sconces on March 4, 2018. The website stated it would be back ordered until April 8, 2018 but the final payment page stated June 24, 2018. I called and it was confirmed that it would be available April 2018. I went to the website recently and it now states it will be available on May 8, 2018. I contacted Pottery Barn Customer Service who said, "Unfortunately, we received these updates from the vendor, and due to production issues, they have been updated several times." This practice has been the norm most every time I order from this company.

I have been saving for years to get a built in entertainment center. I saw the Logan Entertainment Center at Pottery Barn and when it was on sale, it was the time to buy. This was my first PB purchase. I was given a few days of the week where PB delivered into my area. Delivery was on time and as expected. Set up was superb and I did get white glove treatment. Once I received it, one of the pullout drawers wouldn't pull out because it was too close to the cabinet door. If I didn't have a wall and could open the hutch door more, it would likely open.

Pottery Barn does a great job with marketing their products but beyond that... Quite honestly the worst company I have ever dealt with. I would have rather shopped at Walmart. Ordered a bed in Nov 2016 and it is now March 2018 and have yet to have a resolution from the company! My original bed was to be delivered in Jan of 2017, however when it arrived late in February, pieces were missing and the bed was defective. I had to take multiple days off of work and each time they came out to my home they had the wrong pieces. It took so long, that when they tried to reorder the pieces they no longer made my bed! I had to order a different one and it had been so long that Patricia ** offered me 50% off which at that time was 600 dollars in March of 2017.

We bought the Chesterfield Upholstered Bed with storage bottom. Worst purchase ever made. Placed my order in November and was told my bed would be delivered in 30 days. Ended up getting my bed in March. My $3,700 bed is falling apart. Each drawer has completely fell off and after four calls to customer service they still have not picked up my bed after they claimed they will. Now, they are telling me I cannot get my money back after my bed has been paid off and they offered me store credit which I do not want because their customer service, reviews, and furniture is horrible.

I'm having a very difficult time in receiving an order which was placed on February 14th for standard (not special) items ordered. I received an email from Williams-Sonoma stating that I needed to call to schedule an appointment for delivery. The customer service person was firstly, very difficult to understand and secondly, very inflexible and rude. I was told that I would have to wait another two weeks for delivery and that she could give me a window for time but that there was no guarantee that delivery would be made during that time frame. This was ridiculous. Step forward two weeks and another email was issued with a delivery cancellation two days before the delivery date and a request to call a number to reschedule. This was after I had just removed the existing furniture from the rooms as I was expecting company the evening of the scheduled delivery and had anticipated having the new pieces.

We bought two York deep seat, slope arm sofas. One has softer feathery cushions and one has thicker foam cushions. One says it was made by the South Carolina manufacturer, and the other says California. The thick-cushioned one from South Carolina smells horrible! I have been trying to air it out, but there is a poisonous smell coming from the frame especially. It says no flame retardants, but it has a smell that burns my nose, and other people comment on it when they come into the house. 2 issues here. First, why are the cushions so different, when we bought the same style to match each other. Second, I am sure my children and my family are inhaling something toxic.

My husband and I have had Rowe Furniture for the last 13 years. It's been an awesome sofa and loveseat but it was time to upgrade and update. So, after my sisters awesome experience and really comfortable sectional, we decided to go the same route. We went with the Pierce sectional in the performance twill grey. The couch took 4/5 weeks to arrive which was not bad at all. It arrived in my home on December 17, 2017. As I write this letter, it's March 3, 2018. Just a little over 2 months of owning our new sectional. As of today, it is pilling and one of the cushions piping has come apart from the seam.

I placed an order with Pottery Barn Kids totalling $295.00 for which I used a $275.00 credit card rewards certificate. I received an email a week later saying that Pottery Barn was cancelling one of the items, priced at approximately $100.00, due to insufficient information to process the order, but that I could reorder it by calling their customer service number (provided), or online. I could not reorder the item online and use the certificate again, so I called customer service.

I bought a 6,000 sectional and waited 3 months for delivery which is OK because I chose a special order fabric so that I didn't mind. I knew in advance that's what it would take to make it. When I finally received the sectional we noticed small holes in the fabric and brought to our delivery guy's attention so immediately he took tons of photos and said they would be sent to delivery quality and handed me a flyer with a number to call on Monday. By then he said his photos would be uploaded. I called on Monday and that's when all hell broke loose because since that Monday I've been trying to get my issue resolved and haven't had any luck. I get promised someone will call me and no one ever does. They don't care about customer service. All they care about is collecting the 6k. Well that's been over 4 weeks now and I still can't get my sectional replaced or get new slipcovers.

On November 8, 2017, I placed an order for a Chesterfield Leather sectional at the Oak Brook, Illinois store. I am a public school teacher and my husband is a police officer. This was a purchase we worked very hard to save for. At the time of the order, there was a "Friends and Family" discount. I had waited and watched until that discount was available. At the time of purchase, the sales associate had informed us that the discount would be reflected in our final bill once the couch was shipped. Prior to this purchase, I had placed an order ** for a Chesterfield Left Arm 2- piece Sectional and the wrong couch was delivered. I was upset but understood that mistakes happen.

In Oct., after receiving a $25 bonus coupon from Pottery Barn (PB), I made a $35 purchase. The $25 coupon was not applied to my invoice. I notified PB and they said the next invoice would be correct. In Nov., the next invoice was not correct and had a $30 late fee. I called Comenity Bank and was told I only owed $11, which I immediately transferred to their account. In Dec., I receive another inaccurate invoice, the $11 was credited, but I received another $30 late fee. I called again, and was told there was a backlog of invoice issues, and the invoice would be corrected. It was not and today's invoice was $60. Today, Feb. 28th, after receiving another invoice and late fee, I called the customer service supervisor and it was resolved. It was a horrible waste of time for a "free" coupon. Their process is broken and I will think twice before shopping at Pottery Barn again.

I have always thought very highly of Pottery Barn and the quality of their products until my most recent purchase. I ordered a sectional from the PB store and was told I would receive double rewards. I received my rewards online but not double. I had to jump through hoops, talked to several people in customer service to receive what I was told. I placed an order so I could use my rewards and have not received the $625 credit. I have called, emailed and contacted customer many times about this problem. I told them I am not paying interest on the balance of $625 (which should be a credit) and their response was, "You have to make a payment." This has been going on for weeks and I am so frustrated. One of their reps I spoke to even told me that it is not easy figuring out their billing statements. Ugh that’s sad. I was happy with the people that helped me in the store but as far as billing it’s a joke.

I ordered a reclining glider off of the Pottery Barn Kids website for my nursery and received a confirmation email for my order. I didn't receive the recliner during the promised time so I called to inquire about the status but they said they cancelled my order. No call, nothing. The issue is that I purchased the recliner when it was on sale but they refuse to honor their price if I were to replace the order. I work in retail and it is unheard of for the retailer to cancel the order and then not honor the price they gave! I would expect a lot more from a high end retailer like Pottery Barn!

PB Comfort Sectional: I've been so unhappy with the quality and service provided by PB. We received our slipcover couch on 1/27/17. The slipcovers weren't all the same color. We had to wait an additional 3 months to receive the slipcovers that matched. When we had them dry-cleaned they came back all pilled up. I called PB and they said I (not them) needed to purchase a pill remover to remove the pills. I did this and it fixed the problem (which should never been happening in the first place). The second time I had the slipcovers cleaned when I unzipped it the zipper broke (this is the second time I'd unzipped it). I called PB on 2/27/18. They said since I'd owned it for over a year (one month over a year), they would not cover the replacement or repair.

Had been a satisfied Pottery Barn customer for years but over the past year, things have changed for the worst and I won't shop here again. Furniture delivery is a nightmare, from the timeline and scheduling to the actual delivery itself. Cannot understand how it can require a month or more to deliver a simple standard item purchased online?

I ordered two bed sets online from PBTeen on Sept. 3, and Sept 4 2017. When I purchased the beds delivery was stated to be Dec - Jan. But have not heard from PB yet. I have contacted customer service multiple times and no explanation or delivery time has been given. We have been placed on hold for over 30 minutes and then a new agent will pick up the phone and we need to start over. Online tracking says the item is backordered for the past 5 months and provides no other information. Extremely disappointed, not sure if I will ever order any big furniture from Pottery Barn.

I got this set for Christmas and it’s absolutely destroyed two months later. This was over $300 for a flimsy Hadley duvet and two pillow shams. I’m heartbroken. It looks yellowed and is ripping and coming apart. It’s the only gift my parents gave me and was very expensive for them. Do not buy this set. I don’t know what to do, I’ve emailed customer service. I’m too embarrassed to bring to the store as it seriously looks like it’s been urinated on.

Where do I even begin... In 25 years as an Interior Designer, dealing with vendors/orders, I have NEVER experienced anything like this. I have been trying to return and lamp and shade to Pottery Barn since November 21, 2017. There have been issues with the "Easy Return" labels either not being able to generate or the ones I did receive from PB not having authorized shipping codes. I have actually had the 2 items returned to me after attaching the labels sent to me by PB and taking these two boxes to UPS to ship them back... Only to have them sitting back at my doorstep 2 days later.

This was the email I sent after 4 emails and 3 phone calls to customer support about an issue with our Benchwright Dining Room table where the finish was chipping off after <1 year: Hello Pottery Barn/Williams Sonoma Quality Team, IS SOMEONE EVER GOING TO CONTACT ME??! I am seriously losing patience at this point... as a customer who was ALREADY FRUSTRATED due to a product quality issue... the lack of responsiveness is making me irate (an issue originally reported in early Jan). My impression of Pottery Barn as high end has evaporated.

I ordered two rugs and a credenza from the Danbury Mall. I received the credenza and one of the rugs. They were delivered on two separate dates and I was given a third date for my third item. I waited all day but no delivery. I called Pottery Barn and was given another delivery date. At this point, I wasn't happy but had no choice since I already received one of the rugs. I called back again and at this point I was told it was no longer in stock. I explained that it still shows for sale on your website. I was then told you might have the rug in a Pottery Barn in Texas. I was told I should call them.

Purchased a Pierce Sectional couch from Pottery Barn, bracket that connects the pieces together broke so if anyone sits on the couch it comes apart. The part takes two screws to replace. Placed a call with Pottery Barn and they said no problem we will ship it right out. Here I am 4 months later with no part. They keep telling me to call back and get an update! I'm so disappointed with Pottery Barn and will not shop there again. Very poor service!

Ordered a bunk bed from PB Teen, was in stock and ready to ship in 1-3 weeks (according to website). Now 7 weeks later no bunk bed and my credit card was charged 3 weeks ago for the bed!?! Called and talked to customer service three separate times, at 40 minute wait time per call (and hung up on twice) and they are "waiting on a piece" which I've been told 3 other times, but the piece never comes in when they say it will, they just keep extending the delivery date. Why have I been charged for something I have no hope of receiving. Is it common practice to charge the full amount, when I have no product. I will never buy from any Pottery Barn business again, terribly run company.

Ordered a leather sofa January for a new house. Called 4 months later to check on it. Said it was due in 3 weeks. Changed delivery address because the house was complete and still no sofa. Got a call for delivery 5 mos. Was shipped to the old delivery address warehouse Florida instead of NC delivery address. Called to follow up what happened. Said they could ship to the right warehouse for delivery. This now was at least my 4th call at least 40 min per call. Said I should hear in two weeks for delivery at the right warehouse. Never got a call for 3 weeks. Called another 45 min. Don’t know where the sofa is??

I purchased 6 dining room chairs and two full sized sofas from Pottery Barn in 2007. Now I want to order new slipcovers for this furniture and they tell me they have been discontinued. Our sofas are in great shape, just need the slipcovers that they used to provide when we purchased the sofas. Won't ever purchase PB again as they don't seem to be looking at future customer service. Now I'll have to have slipcovers custom made or replace my sofas and dining chairs. I believe PB is not thinking about providing long term customer services given they sold me chairs/sofa with slipcovers and now I can't get slipcovers to fit the furniture I purchased.

My husband and I purchased the Jake Sectional from Pottery Barn on Nov 12, 2017. We were informed delivery would be between December 29th-January 12th. We contacted Pottery Barn multiple times to get an update on when we would receive our couch. Every time we called, we were told, the couch is sitting in their warehouse and that they are still waiting on 2 pieces from the vendor. Finally, on February 5th, we decided to cancel our order given the fact that no one was ever able to tell us when we would receive our couch. We emailed your customer service and they said they would issue a refund and to allow for 3-5 business days for the amount to be refunded.

I ordered the king Monique Lhuillier Blossom Quilt which cost $299. It arrived defective as did the next 2 I ordered. I had to return all of them and had to pay return shipping for all 3 defective quilts. Pottery Barn customer service didn't refund the shipping charges and were not the least bit concerned they were selling shoddy merchandise. Do not order this item or you will be very disappointed.

I just purchased two lamps from Pottery Barn on Feb 9th. Received them Feb 13th. Both lamps went on sale Feb 14th, After looking up their policy, I was excited to be able to receive the difference back. Nowhere in their return, exchange, or price adjustments policy does it state that they will only issue a merchandise credit. Now, I could understand a merchandise credit if I couldn't prove my purchase or it was outside 7 days. But that is not the case. This was well within 7 days and even though the customer service representative was very nice, her superior would only allow her to issue a credit. I'm not one to get angry to get my way, I feel it is not professional. But I will take what you give me and then voice my experience.

I ordered a custom bed back one October. It was going to take 12 weeks to make, no problem. When I originally ordered it my default address was set to our summer home in N.C. and I didn’t realize. Almost 12 weeks later in December I finally got a call to schedule delivery. They gave me the address and I immediately realized my mistake. They told me it would take about a week to get the items from GA to FL. No problem especially since it was my mistake. At least two more weeks go by and I hear nothing. All the while I’m dealing with my father who has a terminally ill cancer so I’m flying back and forth to NY. They call to reschedule for the following week and then come to find out it’s delivered to my N.C. house not in FL. After I already corrected the situation or so I thought! Then it takes me literally hours on the phone to try and correct it.

I purchased the Border around Jute Rug about a week or so ago as well as a desk. Both items were delivered quicker than expected and both were pleasantly better than I expected. But herein lies the problem. I spilled a clearish liquid on the rug one morning and quickly followed the care instructions for natural materials (blot and continue to blot until as much is absorbed) and then proceeded to put baking soda on the spill to draw up the moisture.

I ordered a Juno desk from PB. Years ago, their service was great but now it has just simply gone downhill. Rather than white glove delivery, the desk arrived from UPS. Upon opening the package, a piece of wood was chipped and the iron was bent out of shape in a few places. It took multiple phones calls and a few hours (no exaggeration) of hold time to get them to send me a new one. Had to call back more times for them to arrange a UPS pickup of the original (they asked me to take this 100+ lb desk to the UPS Store on my own). The saga doesn't end there. The second desk was also damaged, cracked in 3 places. I was unable after multiple calls and excessive hold time to get a hold of them. Finally I gave up - I still have a broken desk of ridiculously poor quality that I paid an enormous amount of money for and I can't get them to resolve the issue. Stay away from Pottery Barn!

When the bottom floor of our home was destroyed due to Hurricane Harvey, after rebuilding and painting we decided to go to Pottery Barn at the beginning of November 2017 to replace the Master Bedroom and Living room Furniture that was also destroyed. We met with a design rep at the store (very nice lady), and showed her the blueprints of living room and the paint samples we had painted. She designed out a chair and sectional that she recommended, including the type of material to cover the sectional, and we also chose a king size bed, with matching dresser and nightstands. She warned us that the sectional will take a couple of months, as it had to be assembled, and she found that the bed was on backorder and wouldn't be available until the end of January. We went ahead and made the purchase, as they were offering double rewards and a flood victim's incentive. The purchase price still ended up being over $6k.

Called on 12/29/17 to cancel a back ordered item (which they did not inform me was back ordered, saw it online when I checked on order). Customer Service was going to follow up with me regarding refund, never did. I since have called 2 more times and still no credit or follow up like they each said they would do. So I have paid for a coffee table I never have received, crazy!!! I did receive my couch and after 3 weeks it had a huge bulge in the pillow and the fabric was already peeling. I called Customer Service again (waiting no less than 45 minutes each time I call) Baraba was very friendly but same song and dance...

I have been a loyal PB customer and love their products. I saved my Christmas money and rewards to purchase two wine racks. 3 days after placing this order I saw that they were on sale cheaper. I called customer service to see if they would honor the difference as I wanted to purchase more items based on the price. I was there. Told no, I had to return the two I bought and re-buy them. This, I immediately took them to UPS and mailed back on 1/6/18. Now in February I see I only received $74 credit from the $269 that I spent on the shelves. When I called they informed me only 1 made it back to the warehouse and I am just out money. Unfortunately it is on my credit card so If I don’t pay my credit will be ruined. I will be canceling this card and NEVER shopping at PB or any of their affiliates based on the horrible customer service. Think twice before buying from them.

I used the PB design service, whereby 2 employees from the Flatiron store came to my home and recommended a couch and a fabric. I thought it over and after a few days called the store gave the employee my PB credit card and told him to go ahead and order the Pearce upholstered couch, which was delivered on October 31st. By mid December I noticed the couch was pilling and not just on the cushions where we sit but also on the front and back. I thought it was odd, as the fabric was called performance tweed and the PB Designer assured me they have it on the floor in the Manhattan store and it is suitable for a den. Because we were going away for the holidays I waited until January 15 to contact customer service. I was told that because the couch was delivered from the manufacturer directly that I would have to deal with them.

On November 24, 2017 I purchased the Pittsburgh Crank Desk which looked like it would be perfect for the new job I had just started. Several weeks go by and I hear nothing from the store as to when my new desk would arrive. In January 2018 I call the store to ask about an estimated delivery time. I am told this desk was so popular that it was back ordered. They did not have an estimated delivery time. Several more weeks go by and I receive a message from PB telling me that the base of my desk has come in and that it is urgent that I come pick it up asap so that the store can make room for inventory.

I tried to return a medicine cabinet, call about 4 times and never received the "return label". The last time I called the customer service the woman was so rude. I asked to speak to her supervisor and she said she didn't have one and there was no one else to speak to. Are they trained to railroad you. I vowed never to buy anything from them again but my daughter insisted on buying her bed from PBTeen. We just received it and we are unsatisfied. I am now in the same boat of trying to return this damn thing. I have been on hold on two separate calls for an hour. When the woman finally picked up so she said couldn't hear me and hung up. As fast as she could I might add. Must be a miserable job and they delight in hanging up on customers.

First, I would like to say I'm appalled at how many negative reviews there are on here for PB. This just looks like a page where people complain and never leave positive reviews. The first item I bought from PB was the Luca Chandelier. The day it was to be delivered to my house I could not be home, but my husband was. He told me that when the shipping company dropped off the chandelier he was completely ignored, there was no introduction as to who they were, they were several hours late, and one of the men was taking a private phone call while delivering the item. Once my husband told me what happened I knew it was the vendor that PB hired that was the cause of such poor customer service, NOT PB.

I saw a chandelier in Pottery Barn's catalog yesterday. It was priced at $449 which included a $50 Sales Discount. During the course of ordering it I caught that the shipping charges were an ADDITIONAL $199! Total price with tax $706. What is shocking is that most of their competitors have free shipping (Amazon is but one). We recently purchased a couch, 2 leather chairs, and a headboard from Pottery Barn, and those shipping charges only totalled $400. The lamp only weighs 9 lbs, so I feel that something in the $50 range would be much more appropriate. Quite candidly, $199 sounds greedy. Is Pottery Barn is in the delivery business as well? Would love to know why that advertise an item for $449 (+ tax) when they hit you with a sticker shock of $706. So unhappy! Caveat Emptor.

If I could give them zero or negative stars I would. I purchased a sofa from Pottery Barn which was delivered in April, 2017. The sofa was damaged. The delivery crew noted the damage and took photos and said that PB would contact me. Several weeks later I contacted PB and they could not locate the delivery notes or the photos. I had to resend photos to PB. I have spoken to no less than 6 different people at PB in attempt to get them to either replace the sofa or give an appearance allowance. All said that they would investigate and get back with me. One actually did place a temporary credit for the charge while they investigated.

Beware. When you use a Pottery Barn reward for a purchase, NONE of the purchase is refundable or eligible to be returned for credit, even if the total amount of the purchase exceeds the reward amount. This is a disaster. I spent $65 using a reward of $50. After returning it, I assumed the $15 would be credited to my account. FALSE!! I am contacting the Better Business Bureau but am not optimistic. In addition, PB claimed it was the bank (Comenity). Also false. PB refuse to have a conference call to confirm that it was Comenity's policy; Comenity was adamant that they simply process what PB tells them to. I will never shop in PB again, but they are not bothered by the loss of several thousand a year. I wish I had checked the reviews before using the PB card and hope you learn from my mistake.

I ordered a Pottery Barn Teen Palm Tree book bag from Pottery Barn in Aug. 2017. Pottery Barn still has not sent the book bag to my granddaughter. Do not buy anything regarding Pottery Barn. This date is 1/24/2018.

I have spent at least two hours trying to sort out a full refund for 2 sets of curtains which I returned. I placed a huge order in Sept (curtains, couch, rug, etc., etc) which totaled a few thousand dollars. There were two sets of curtains which were backordered. By December, I was so frustrated and I was able to locate them in two different stores. After I had purchased those and the curtains shipped, I was notified that my backorder curtains were on the way even after I had canceled them. I received the bulky curtains which UPS would not take back and was charged the full amount on my credit card. I returned both sets of curtains to the store ($577) and for some reason, was issued a partial refund onto my PB credit card.

On 10th October 2017, I ordered a sectional from Pottery Barn Oak bookstore and I still haven't received it. Every time I have called to inquire about the status, I am told the item is back ordered. I finally got frustrated and sent an email to customer service and was told that "Unfortunately we are unable to manage the vendors and again apologize sincerely." I was charged in full for the price of the sectional which has still not been delivered. Current estimate for delivery is 2.28.2018 - 3-2-2018.

I ordered the Pottery Barn Jute Rug and received a very mildew smelling rug. I called customer service and received other rug. Still smelling of mildew. After spending hours on the phone I was assured that it would be inspected before I received another rug. The 3rd rug still smelled of mildew. Now I have 3 rugs smelling up my home and I had to pay UPS to pick them up. I asked for a supervisor twice and was told they would call me back but no one called.

I ordered this Inglesina Fast Table Chair for my 8 month old granddaughter for Christmas. It was sold out on Amazon, so when I Googled it and found that it was listed on the Pottery Barn Kids website as "Online Only - Free and Fast Shipping", I was thrilled to find it, and on December 7th I ordered it, thinking it would be delivered in plenty of time for Christmas. Within a few minutes of placing my order, I received a confirmation email from PB acknowledging that they'd received my order and were processing it.

After waiting 2 weeks, the delivery of two beds was done with "white glove service" which I had purchased. However, screws were missing and so the delivery people couldn't put together the bed. After spending enormous time on hold several times, I finally hung up. Finally I held on for almost an hour and got through to someone only to be told she would look into the matter. Now, almost a week later and several emails back and forth still nothing has been done and we cannot use one of the beds.

Pottery Barn Teen - The absolute worst experience I have had in my life. Placed order on Dec. 10th after 2 plus hours on hold. Come to find out item is backordered. That's okay but after a 3 week delivery date because my service area only gets visited once a month, unacceptable. Worst part is representative was so quick to offer canceling my order that I've already waited over a month and paid for. Yes, they took money out of my account before shipment.

Honestly have never had a worse experience with Customer Service in my life. I am not sure why they would have such an incompetent staff but I have contacted them over 8 times in attempts to get my order returned and refunded to my card with no success. For the first 6 attempts, I received the incorrect shipping label, for the next 2 they sent my money back on Merchandise Credit after being guaranteed, by the supervisor, I will get my money back on my credit card. They have certainly lost any of my future business. It is a shame, I used to be a frequent customer.

I've shopped at PB for several years. I do like their 'style'. I have found the quality of their products however, not to be a good value. For the cost of their products, they should hold up better. We have brought some area rugs, mostly natural fiber. There are only 2 of us & a well behaved dog (so not a lot of traffic), yet, the large 9x12 $$$ rug looked like it was 10 yrs old after 1 year. Another, rug was in a room rarely used so it still looks OK; plus it is sisal. I recently bought a house plant. Of course when I bought it, the website indicated Fast Free Shipping. The next day on the order confirmation it indicated it was back-ordered & would take up to 4 months. It arrived today (1 month sooner than the 4 months). The quality is so poor.

We bought a sectional and a love seat in April/May 2017 and it's now Jan 2018! When they arrived the locking system for the sectional was not aligned properly. We have been trying to get someone to our home ever since then to fix them. I have sent emails and photos and had a few appts. They will never make an appointment for a time I know I can be there. While my mom was in town she pointed out that our loveseat sat a lot lower than the sectional which we knew but thought it was supposed to be like that. Upon review the two pieces are even from the same collection which we found out by calling customer service while trying to get someone out here. We went into the store and purchased these couches and I love my sectional but not the love seat.

Where to begin. We spent months looking for bedroom furniture and finally found a set at Pottery Barn we liked. This was after visiting about three different stores because they never had what we wanted on the floor. We figured it would take about a half hour to go in and purchase something because we had already decided. We wanted to sign up for the Pottery Barn card and the guy helping us, despite working there for over a decade, had no clue what he was doing. It took almost an hour and a half to get us checked out.

I recently purchased a cabinet online, order didn’t ship yet, I noticed that the item went on sale 2 days later, when I called customer service she told me she could not honor the new price ($114.08 difference). I asked to speak with a manager and she told me she did already and there is nothing they can do. I would have to reorder the new one with the new price and when the more expensive one comes in take it to a store and return it. I asked, "Did my original order ship yet?" She said, "No, will be shipping in the next few days." I asked, "Why can’t this order be canceled or a credit of $114 be applied to my account," she said, "It’s not possible." I am very disappointed and won’t be ordering from Pottery Barn again.

I placed an order for a baby shower gift for my best friend's daughter-in-law on Christmas Day. The arrival date was January 6th 2018, which would have been plenty of time as the shower wasn't until January 14th. I placed the order and when it did not come on January 6th I tried for two days to get someone in customer service to help me. IMPOSSIBLE!! Pottery Barn had changed my delivery date to January 17th, but no one contacted me. I would have never ordered this item if I wasn't going to have it in time for the shower.

Ordered down lilies for my daughter’s bed. They were on sale for 24.00 each. I have ordered other down pillows in this price range, and they were soft and very good quality. Pottery Barn pillows were filled with stiff down feathers and the sticks from the feathers are hard and poke through the pillowcase when you lay on them. They are very uncomfortable and noisy. They make a crunching sound when you lay your head on them. Skip these. Bad quality for the money.

Extremely disappointed with Pottery Barn. We ordered a sectional in November and told we would receive it by January 8, 2018. Today is that date and we don't have it. I had to call them and was on hold for over 30 minutes to find out that 2 of the 3 sectional pieces are not yet in the warehouse and still en route. I was told I would be contacted by 1/21/18 to arrange a delivery day/time. Pottery Barn, if you cannot meet the estimated delivery window, please contact the customer to let them know!! Why is the customer contacting you? Also, if you do decide to order furniture from Pottery Barn, do not expect to receive it by the estimated delivery date given. Expect it to be at least 4 weeks longer than they say. Not sure we will order from Pottery Barn again.

I purchased a faux plant and only reason I purchased it was because there was a promo (HELLO18) for 20% off order and under price for item it said "Fast Free Shipping". I also had Key code for $9.00. Before I hit Place Order, it gave me a break down of order minus discounts. Merchandise = 49.50. Promo Discount = - 9.90. Tax = 3.07. Reward Certificate = - 9.00. Total Due = 33.67. Once I hit Place Order, my total changed to 42.67. It does state only one "Promo Code" can be used per order, but nowhere does it state you can't use a promo and key code. If that was the case, they should have adjusted my TOTAL DUE before I placed order. This is 2nd time happened to me and the last. God forbid customers would want to get best possible price for their already outrageously expensive items. Total scam in my opinion. Took a screenshot of Total Due, but haven't received receipt yet.

How can anyone like this stay in business? I have a gut feeling it won't be much longer. We went into the Bellevue, WA store and were reassured by the saleslady that it was a great warranty and they stood behind their products. Do they hire ex-crack addicts who will do or say anything for money? We bought a Pearce sectional. Took two months to get it. Not a problem but within one week one of the cushions started to pill. My wife called the store and talked to the lady who told us when we bought it they would help us take care of issues. She referred us to someone else. We sent photos and filled out forms and were told it would be here in December, three months later. Through December our emails were not returned. We finally got someone after being on hold for an hour and a half, literally. They told us there was no order and we had to start all over. Never will we buy from them again.

I ordered the leather Tyler couch in Late July 2017 to ensure it’s arrival prior to Thanksgiving. As the delivery due date came and went (end of Oct) I spent hours and hours on the phone - mostly on hold. In fact I drive all the way to work while on hold and had the order number memorized b/c I had to call so often, absolutely no one could help me - they said I would get an email, a return call - nothing. After 3 weeks of no help - they couldn’t find my couch, I ended up calling the store and the manager there finally helped and I got the couch a week later... Today I’ve been on hold for 15 minutes so far - my chairs... Where are my chairs that were supposed to be delivered... Will never order again - learned my lesson.

I ordered a bed on Sept. 3, 2017. When I purchased the bed delivery was stated to be Oct. 12. I have still not received the bed. I have contacted customer service multiple times and no honest explanation or delivery time has been given. We have been placed on hold for over 30 minutes and then a new agent will pick up the phone and we need to start over. We were "transferred" to the delivery line and hung up on after waiting 30 minutes. Email correspondence has been no better. Each reply sent says they are looking into it but then no further correspondence is sent from PBteen. As of now when I look on our order the delivery date is pushed out 2-3 days every 2-3 days and this has been going on for a month. I feel PBteen is evasive and dishonest.

I ordered PB Air Upholstered 5-Piece L-Shaped Corner Sectional, Deluxe Down Blend Wrapped Cushions, Performance Tweed Silver Taupe. So disappointed in the material. It is a year old but looks like it is about 10 years old. The material is covered with pulled fuzz balls. It is like a cheap sweater that has pulls everywhere.

I returned the item the same day I received it in the mail. I have been dealing with the return for 7 months now. They issued me a store credit! Sorry, I do not want to shop at your store ever again. I'm so upset. The blanket was originally 190 and I have now paid over 300 for it due to late fees, interest and the fact that they took away my 25 dollar credit, even though the total order was for over 500. Every month I call and every month I am told they will take care of the fees as they can see I have not used the credit and I returned the blanket. The next month I have a new late fee and interest. I finally paid the money because I was on hold again for 2 hours and was told that I would be on hold for another hour waiting for a manager. DO NOT SHOP HERE!!!

Finally resolved, Pottery Barn admitted that my order was never shipped to me. Someone in shipping had 'dropped the ball'. I chose to have credit card reimbursed and backed that up by requesting my credit card company file a dispute on the charges in question. I wouldn't recommend having purchases shipped, but have had good experience from in store purchases.

After being a loyal and satisfied Pottery Barn customer for decades including in store and online, I will never buy from them again. I ordered a Monique Lhuillier duvet cover, sheets, 2 sets of shams and a matching decorative pillow on November 24th as a Christmas gift. I was assured at the time that all items with the exception of 2 euro shams would arrive by Christmas. I started receiving items shortly thereafter, however was informed mid December that the main item in the set, the duvet cover, would be delayed until February. I went ahead and gave the items I had already received along with a picture of the duvet cover as my gift on Christmas Day with the promise of the rest of the gift in the new year.

I ordered a jewelry box for my 8 year old niece for Christmas from Pottery Barn for Kids on December 16 because website advised that delivery would be between December 20 to December 22. I requested item be shipped to my sister since she is usually home and I wanted to make sure that item was received in time for Christmas since this was the only thing my niece requested for Christmas. I received a notification by email that item was estimated to be delivered by 12/20 after I placed the order. The next day I received an updated email stating delivery would be 12/21. On 12/22 I called my sister. She advised that she did not receive package. I called Pottery Barn for Kids and spoke to Marvin on 12/22. He advised that the item had not even been shipped yet. I was frantic. I explained to Marvin that I needed to cancel order since there was no way I would receive item in time for Christmas.

Purchased my daughter's nursery bedding from Pottery Barn and we were so excited to paint, decorate and get the bed ready. Wish Pottery Barn let customers know that their bedding does NOT fit a standard crib mattress! I feel the company does this so you have to buy their mattress! My daughter is so upset. Quilt was monogrammed so cannot return! I will NEVER purchase anything from Pottery Barn again and will be returning what isn't monogrammed and hoping we can find something else to match the quilt from another company. All I can say is shame on you for doing this to momma's to be!

I recently purchased a home and wanted to furnish my living space with Pottery Barn. On 11/25 I ordered a couch, coffee table, and media console. I was told that the couch would take about 6 weeks but the other two items would be ready in 14 days. The media console was delivered, but only after I called to ask why they had not set up a time to deliver it. I was then told I had to wait until all of my items would be in. That was not what I was told when I placed the order. After some back and forth they set up delivery.

My wife and I have been purchasing from Potter Barn for many years and we normally take advantage of the zero percent interest promotions that are offered through Pottery Barn/Comenity Bank. Late last year we purchased a new dining room table and selected the "Zero Percent Interest" promotion if the full balance is paid by a certain date. Each month we made payments as usual and as the promotional end date started to get close, our monthly statements started to warn us in red text that the balance due for that promotion was about to end. We received our October statement a few months ago and on the front page in RED TEXT, it's clearly states that we had to pay $837.55 by November 27th in order to avoid interest charges for our purchase. Soon after we submitted payment for that exact amount and it was received by Pottery Barn on November 22nd. Five days before the due date.

I escalated this issue and Pottery barn gave me a nice refund. I feel bad that the representative had to take these kind of calls the two days before Christmas. However, I'm still disappointed that they would use UPS when they knew about the backlog. I escalated the issue through several management levels and finally received my package. It was a terrible experience and a lot of energy and hours spent. I will still shop at the store but there is no way I will be ordering online with them again.

Let me start this off by saying how furious I am with this company. I ordered this Harry Potter clock for my sister as a Christmas gift back on November 17th. When I ordered it I was told it would arrive shortly after Thanksgiving. It has been backordered, and the date has been pushed back over THREE times. I have never ONCE received an email letting me know, not to mention I wasn't even told when it was placed on backorder in the first place. I keep getting disconnected by the customer service call center so I've had to resort to this. I am absolutely livid and appalled at the level of service I've received. I checked the website earlier today and this item doesn't even state that it is backordered at all. So I'd love to hear why my order has been pushed to February 9th when I ordered it in early November. This was the first time I've shopped here and it will absolutely be the last.

I ordered a sofa and two chairs. The scheduled delivery date (September) came and went without communication from PB. I called their shipping department myself and arranged to have the sofa delivered (which sat in a warehouse 3 hours from our home since mid-August). The sofa was delivered around 30 days late. We are still waiting for the two chairs. We were promised the chairs in mid-November but the delivery was canceled a day prior to delivery. We received 2 different calls from PB from two apparently different departments with different stories as to why the chairs weren't coming. This week (12/20) we had another delivery scheduled which was scheduled because I called the shipping department to schedule the delivery in November. Again, the chairs did not come and there was no communication from PB.

What a disappointment it has been in dealing with Pottery Barn. I ordered a set of Christmas dishes on Nov 27, 2017 and I was provided a delivery date of Dec 8, 2017. After multiple attempts to contact customer service (that was a nightmare) I finally connected with someone and was informed that my Christmas dishes would be delivered Dec 27, 2017. One month later AND after Christmas. Needless to say, I am not impressed with the delivery service of the Pottery Barn. The only consolation I have is that Pottery Barn has offered to refund my shipping... but I still won't have my Christmas dishes for Christmas dinner...

We recently moved into a custom built home and decided to order our major furniture through Pottery Barn because we love the look. We went in October of this year to the Tucson, AZ Store at La Encantada and ordered a large dining room table, 8 chairs, a matching buffet, chandelier (which we later returned because it was too small), a custom fabric sofa sectional, custom fabric armchairs, sofa pillows, and two 9 x 12 rugs. I will not disclose the amount we spent but it was definitely enough to expect extremely good customer service. We started our process with their free custom interior design. The interior designer showed up and aside from taking a few measurements, offered no help whatsoever.

This year has been a nightmare with Pottery Barn. The 'track order' on their website is a waste of time. When I ordered my Christmas gifts, I was given a delivery date and not one thing arrived when it was supposed to. For example, I was supposed to receive a Christmas tray by December 1. Today I received an email stating that the tray had sold out. I will NEVER do business with Pottery Barn online again. They need a major overhaul of their online ordering.

I wondered why Pottery Barn removed reviews from their site several years ago and now I know why. I have been a loyal customer in the past but now I am done. I purchased a chair for my daughter for Christmas. It did not say it would be delivered in January when I purchased it Thanksgiving weekend. On top of that, the chair went down in price 2 days after I purchased it. Called customer service and spoke with Carla. She apologized for the late delivery and said she would give me the difference in price. I got a confirmation email with the same price, no adjustment. I called customer service again and waited over an hour only to be disconnected when the customer service person tried to transfer me. Pottery Barn, are you kidding? If you can't get proper help during the biggest retail time of the year, you will not be around much longer.

We live in Switzerland and ordered a personalized lapdesk for our daughter to arrive in time for Christmas. It arrived - with someone else's initials in a different color. I have been trying to contact the international PB Teen customer service - by email and phone but the emails go unanswered and the phone numbers have not been assigned. When I contact regular domestic customer service (by email and phone) the call ends up being on hold with various people for up to an hour, transferred multiple times and finally - TWO times - ending up with a voicemail box where I should enter someone's name (who? I have no idea) to be redirected. Ultimately the call gets dropped and I have accomplished nothing. I also tried calling Borderfree, who handled the delivery, and they are actually the most useful, but as they cannot initiate the returns process, it also is a dead end.

We have been trying to get our refund since Sept 2017! Called again today 12/16/17. They don't know why it hasn't been issued yet!!! We have been trying to return the chair since we got it in June because of stain. They finally came to get it 11/14/17.

I ordered a personalized Christmas tree skirt on November 27th with a promise delivery date of December 1st. After not receiving my order, and the online confirmation still showing order placed status, I called customer service on December 12th. I was told that my order was “stuck” with no further explanation, and a rush was placed on my order. I received the item in December 15th. I had paid $9.50 for the personalization, and $6 for gift wrapping. Not only was the item late, it wasn’t gift wrapped, AND the color of the embroidery was wrong.

After years of purchasing from Pottery Barn I cannot recommend PB to anyone else. I ordered 2 Sherpa game chairs for grandsons to two different towns. Upon confirmation email I discovered that it had both chairs going to one address. I was assured the matter was resolved. I got the tracking email and it was still to the one address. I called again and was assured it would go to the two addresses. All these phone calls took at least 20 minutes each. Finally the chairs arrived to the one address and I called AGAIN and waited 20 minutes. The agent credited my account for 107.00. I had no idea what the shipping would be and my son went to UPS and stood in line for a half hour to find the shipping was 234.

I would like to start by saying that I am a loyal PB customer, but boy, they really changed my opinion of their company this year. I ordered my daughter her main Christmas gift (a loveseat) in late November with a delivery date of December 4, 2017. December 4 comes and goes with no communication, no loveseat. Check order status - the item is now back ordered with an "estimated delivery date" of December 11. December 11 comes and goes, new date of December 13, then December 14, then December 19!

I would advise anyone considering ordering from this company to re-consider. Their customer service is a complete nightmare in itself, they’ve overcharged my card on multiple occasions, sent the wrong items and refused to refund me my money. Everyone I speak to claims to be underqualified to fix things and says they’ll refer you to a supervisor to call you back, and they never call. PLEASE BEWARE OF THIS COMPANY!!!

Why does Pottery Barn not tell customers that their items that were originally scheduled to arrive at their door in 5 days suddenly wouldn't be arriving until two weeks after Christmas?? An email would have been nice rather than having to check the order myself to see if it was in the process of preparing for shipment, just to find out that the backorder date was pushed into January. Horrible customer service. Couldn't get ahold of anyone from customer service over the phone, was disconnected multiple times -- wasting over an hour of my time-- and now this. Merry Christmas, Mom! Here's a picture of what you were supposed to get!

My hubby and I ordered a stroller on Nov 26, 2017, the estimate delivery date was Dec 8, 2017. I called on the 5th to see and make sure it was still in process because it had not even charged us. They said "yes it comes from the vendor itself and should be shipping out by the 7th". The 7th came no charge. The 8th came no charge. I called back and they said it should be shipped out within 24-48 hours, still nothing 48 hours later. I'm ready to cancel my order and go buy my item elsewhere! Pottery Barn is seriously one place I will be telling all my friends to avoid! I was expecting this stroller/car seat to be here before my daughter is due not after I have to buy one elsewhere to have one before I need it! Some of the worst online shopping I have ever had!

Been on hold for more than an hour. Still on hold. Email indicates items ordered have been delivered. They have NOT. Can get no information concerning these Christmas gifts for granddaughter. So very sad.

Ordered a desk 12/4/17 & was charged for it same day. Desk was scheduled to be delivered to my house today but 15 minutes prior to delivery, a person called me and said he was William Sonoma delivery person. He explained William Sonoma had shipped me the wrong item & shipped a dresser instead of a desk. I told him, "I did not order a dresser so do not deliver to my house". VERY STRANGE call & I was confused. I was on the phone with Pottery Barn Customer Service for more than an hour. Everyone was rude & unprofessional. I wanted the order cancelled but representatives said could not be cancelled. Finally spoke with supposedly a supervisor & she was rude & unprofessional. I'm not sure my order was cancelled because they weren't sure if it could be cancelled. It was not a special order so I don't understand. Plan to call the corporate office to file complaint on Monday. BEWARE of ORDERING FURNITURE FROM POTTERY BARN.

I’ll begin by saying, I’ve been a frequent customer of Pottery Barn in the past. Unfortunately, they would receive my business far more often if they actually had their items in stock. Two days ago, I received a holiday mailer with a galvanized, three tiered stand on the cover. I immediately went to the website to order one for my Mom for the holidays. Upon looking the item up, it stated it would not be available to ship until March. Why would they put an item on their Christmas themed cover and NOT have it in stock the day I received it??? Another example, I purchased a large rug earlier this year only to have its ship date delayed time and time again. I eventually canceled the order and ordered a new rug from Land of Nod which was delivered in 3 days. This has been an ongoing issue with PB. Not sure why they have such issues with inventory, but it’s been annoying enough for me to take my money elsewhere.

I wanted to comment because all the negative reviews scared me. My experience was opposite of what I read - very professional and prompt. Ordered "benchwright" table and hutch on 11/24 at seriously discounted price (Pottery Barn always has sales dont ever buy at full price). Received both on 12/06 in perfect condition. Not only was delivery fast, but the guys carried my furniture up a hill because the box truck couldnt make it (i live on a farm and had a tree fall over in the drive).

I have never had worse customer service experience than Pottery Barn and Pottery Barn Teen. Re the latter - Do not use them online unless you wish to have hours of frustration not getting what you ordered and being hung up on when after hours of waiting you finally get a customer service rep. Still waiting for my order that was promised for delivery by 12/5. It's now 12/7 and then someone has told me I won't even get a call for setup until 12/14 and then it'll be at least a week before the product comes.

I have most of my house furnished with Pottery Barn. With that being said their customer service is HORRIBLE!! Do not waste your time even calling them. Everytime you call you get a different answer. Customer service reps work from HOME!! They are misinformed and lazy. Crate and Barrel, Restoration Hardware and H.D. Buttercup have superior products and MUCH, MUCH better customer service. This customer has moved on!!!

They sent me a wrong design so I contact them if they can send me what I ordered and they sent me right one 2 times as same items so I had 1 wrong one plus 2 of them what I ordered. And they charge me 3 times even I sent them back those wrong items. They just scammer.

Ordered items on November 6th. Website showed estimated delivery on November 21. I continued to track my order online. No changes were ever published regarding a change in the delivery date... It is now December 7th and after multiple phone calls from me (although they stated, "We will call you back" it looks like we are all set, "Oh your order has been cancelled, we are still waiting on 1 part" blah blah blah.) looks like we will receive our goods on the 11th of December. Not 1 apology nor 1 offer of, "Can we do something to make you happy" was ever offered by their customer service team.

Purchased an outdoor bar in March this year. Made other purchases, totaling over $3000.00. Opened their credit card. Made all payments on time. In mid November I made a $250.00 payment. My billing cycle ends on the 28th. I made another payment on December 1st for $375.00. On December 2nd my new statement came out with a late charge, claiming that I had two payments in November. I only owe $375.00 remaining. I went round and round with customer service. They claim they are right. I plan on paying off this bill in mid December. We will never do business with them or their affiliates ever. Very poor business practices...

I would like to voice a formal complaint and urge others to also review Pottery Barn and their online shipping and hope for change! Every single time I have ordered anything from Pottery Barn it takes much longer than stated. When I call regarding the item(s) I generally get a lame and ridiculous excuse. Example, I paid the extra money to have a two day delivery and it showed up four days later. Truthfully and honestly, not one time have I received an order in a timely fashion.

I ordered two custom stockings for Christmas, and never received a tracking email for my order. I called “Customer Service” and was told it's “processing”. Very vague... They couldn't tell me honestly what was going on with my order and kept saying “Um, uh, ya see…” I even went as far as register for this review site just to my frustration in words. Absolutely horrible experience.

Ordered a sectional over 16 weeks ago with an 8-10 week delivery date. Opened a credit card. Spent thousands of dollars. They lost it, they sent one part that is not what I ordered, they ignore me, they promise compensation but never come through, still no couch and they refuse to do anything to resolve this. I will never shop PB again and I would never advise anyone to purchase from them.

This matter has been resolved and my confidence in Pottery Barn has been restored. I am entirely grateful for the General Manager at the Galleria store who went above and beyond to not only meet my expectations but far exceeded them. This is an example of how customer service can make all of the difference in a shopping experience and how perceptions can change in an instant.

Anywhere chair for kids - They are manipulating customers. When you go online item shows lowest amount. But when you place order on phone. They charge high amount. For 70.00 item they are charging 98.00! Their promotion code does not work at all!

My husband and I ordered the Small Comfort Recliner Rocking Chair from Pottery Barn Baby on 11/25. We selected a custom fabric and when placing the order we were given a delivery estimate of 8-10 weeks. As I am due in early March, this was an acceptable timeframe to receive the chair and we went ahead and placed the order. After placing the order, we received an email saying that the chair would not be shipped until April! We were surprised and called customer service. The first time I waited on hold for an hour and then the rep I got was of no help and said I would have to call back in 24 hours before they could help me. I called back the next day and after waiting on hold for another hour, got a very nice customer service rep who did her best to help. However, I was told that they had no way of seeing what the delivery estimate was (ridiculous) and they would have to contact the vendor to find out what is going on.

I purchased the Keaton pendant light and had it professionally installed over my kitchen table. While my son was sitting at the table the large, glass light bulb cover came smashing down. On further inspection we noticed this glass is only being held by glue around a metal ring! This is a very dangerous light fixture and should be recalled. I have called them several times only to be told a supervisor will call me back and they never do!!

November 2016, I purchased a PB Comfort sectional couch with a slipcover made from one of their everyday performance materials. In less than one year the fabric started to pile and sections of the couch started to sink drastically. I contacted the company via customer service from their website, I was told to contact the store where I made the purchase. I contacted the store manager who requested I send him images. I sent the photos requested and the manager then passed me off to one of his designers who was suppose to come to my home and look at the defected couch. No one from Pottery Barn has been to look at the couch yet. I was completely forgotten about.

I am still on hold (for 45 mins) waiting for a customer service rep to help me with something that arrived for a client broken. This is after calling and being disconnected. After reading so many other similar reviews, I am surprised Pottery Barn wouldn't try to improve their customer service. I order a lot of home decor/furniture for clients and myself and have for years. I will definitely hesitate before ordering again.

We ordered a bathroom mirror in October. They took our money right away, but we still have never received the item (writing this 11/28). The information on the Web site says delivery of in stock items in 4-5 business days. We never got a tracking number for the shipment. We never got a notification if there was a problem with the item being in stock or anything else. We sent two messages to customer service through the web site, with no response. We have called customer service around 10 times. We either get disconnected, transferred around because no one can help us, or sit on hold forever. My husband is on hold with them right now and it has been 40 minutes so far.

Here is a letter I sent to corporate 3 years ago. I stopped shopping there over the utter BS and tried to order something this weekend and give it another try. Sadly, I see nothing has changed. Everything these patrons say below and more is 100% the truth. Expect low class people to answer the phone when placing an order, keep you on hold, say they can't hear you and hang up.

I ordered the Larkin Dresser, Branford Dresser, and Rocker from Pottery Barn and expected to pay $299 in flat rate shipping that is offered on their website. After placing the orders within 3 days of each other before any products shipped out I was charged $498 in shipping costs. It is absolutely ridiculous to pay $498 in shipping costs for (3) items that were ordered within the same time frame. I called Pottery Barn on 10/31 to request a credit of $199 back to ensure I only pay $299 in total for shipping. I spoke with a Representative that was extremely RUDE and would not agree to credit me back the amount. I spoke with the rep for over an hour and asked to talk with her manager multiple times which she would not agree to and continued to put me on hold.

Warning - do not order online from Pottery Barn during the Winter season. Even when the error is on their end - you, the customer, still are responsible for the shipping and delivery charges ($25 at least). As the service rep explained - during the busy winter season all orders are sent directly to UPS for processing and orders cannot be stopped. The customer is responsible for all shipping and delivery even for an order not wanted.

I ordered 6 canvass bins for my daughter's nursery. That said they were strong and made of steel. The items are dinky and all broken and bent when they arrived. It was not packaged securely, not enough cushioning and a whole side of the box was torn off. While it didn't say so in the description it needed to be assembled, which was 2 rinky dink metal pieces that need to be connected and then placed in the canvas which is not decorative inside, which is also not shown online.

I placed an order on October 11th for 3 items from the PBTeen's Harry Potter collection: a duvet, 2 shams, and a Golden Snitch clock. The items were meant to be a Christmas present. At the time of the order there was a backordered (Nov. 2nd for the duvet and shams, Nov. 8th for the clock). I thought "ok, plenty of time."