Pottery Barn Reviews

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."

While I like in general a lot the look and quality of Pottery Barn products, and find that its ratio quality/price is quite fair, I'm experiencing a horrible delayed with 6 dining chairs I ordered. I ordered Liam chairs back in August, delivery was said to be in late October. Late October come and nothing was shipped; when I checked online for my order, it said "backorder, estimated delivery Feb. 2018!" I was ok with waiting 3 months, but almost 7 months sounds out of this world (I actually expected to have these by Thanksgiving!)

We bought 5 pieces of furniture from Pottery Barn in Canada. Kitchen table and bench and bedroom set. All delivered on time, they took 2 hours setting it all up carefully and it was perfect - no issues at all.

My husband and I purchased a Pearce 3 piece sectional in November of 2014. For starter, let me just say that I know that this wasn't yesterday - however, the wedge piece to my sectional is in terrible condition while the rest of the couch is still excellent. The core to the wedge cushion has become completely concave (whereas all the other seats are still perfectly firm) and the seam to the back left cushion cover is ripping badly (no other rips anywhere). It is clear that there is an obvious defect to this piece of the section. I first called in early September, a gentleman took my email address and phone number and said he'd look up the SKU numbers and get back to me. Spoiler alert: he never did.

I ordered a couch with a chaise. What I received was a couch and half an ottoman and a scratch on the left side on foot of couch. The delivery men were very nice but told me that was all they had to deliver to me. No chaise. I paid an abundant amount in full and this is what I received after 8 weeks plus! I called the store three times and never once would the sales gal that assisted me, come to the phone. I called the 800 or 888 number, on hold for 26 mins, then transferred and placed on hold for 30 mins and finally spoke to a human!

Pottery Barn is the most unorganized company ever! The wait times for online orders are exceedingly long. I ordered something as simply as wall art. These stars that I ordered came 6 months later! I also recently ordered an indoor faux plant. In the description it said that it was 70" tall, it wasn't nearly that tall. And since it was on sale they give me a merchandise credit. The representatives never once mentioned this in all the times I inquired about why I still had that charge on my credit card. It does mention it on the website, but then again the website also had used the wrong size for the plant.

I wish I would of read these reviews before ordering a large wall mirror that arrived shattered. Like everyone is saying, calling customer service is basically sitting for an hr waiting. Even though the operator was friendly, I couldn't get it across that my husband & I aren't capable of repackaging, carrying such a large heavy mirror to our car, then into the UPS store for someone that's not our fault. Well, if we want a replacement, we'll find a way. So now waiting for replacement and wouldn't doubt if next one will be the same problem because nowhere on the huge box said FRAGILE or contains glass. I do a lot of online orders, but this will be the last from PB.

Ordered replacement cushions 3 months ago, got one, wrong size… Been on the phone (wait time usually at least 45-60 minutes if they answer). I have been told 6 times they were going to research it and get back to me… No one did. So I have 1 replacement cushion twice the size of my cushions and if I call they will say the same thing… I even sent pictures. When I ordered they said 2 weeks. They tried several times to get leadership team but they all said they can’t reach them. How does this company stay in business?

Back in September a Stafford dining room table was delivered. When I began to install the legs to the top of the table I found out that two bolts were defective and could not be used. I contacted Pottery Barn and was told two new bolts would be sent. They never were so I called again and was told the same thing. Yesterday I received a letter stating that the item (bolts) were no longer available!!! I went on the website and still see that the tables are available for purchase. Called customer service who then escalated me to one of their leads but was told the wait time would be too long so try back later. I am holding right now for someone to discuss over the phone but after 30 minutes will probably hang up. My question is how can they still be selling the exact same table that I ordered but not able to send two bolts so I can completely install the legs??

I purchased a bench and table I have been looking at for a while. It went on sale while I was out of town. I attempted to purchase online however when I went to “checkout” the price in cart was different. I called customer service and James from Nevada assured me that he would be able to secure the price by charging my card and the issuing a follow up credit within 3-5 working days from my card being billed. Also he said that he could defer the delivery to when I was back in town.

Well I just spent an hour and 45 min. trying to get through to a supervisor from the customer service department to discuss my issue and got absolutely nowhere. It seems this is an impossible task as I was disconnected twice this evening. This was after calling four days ago and was told a supervisor would call me back within 24-48 hours. Obviously it never happened, and when I finally spoke to someone tonight, they pretty much admitted I may never get a return call. I am simply trying to nail down delivery of an area rug I ordered since the last time I did this (Aug. 2017). It came 5 weeks late after being told multiple dates that never happened. The delivery company was extremely rude and told me they had no contact phone number for me, and didn't bother to contact the company for it.

I have been calling on and off for the past 2 + weeks, waiting on hold for over an hour. I have spoken to the furniture team, delivery team AND customer service with NO UPDATES. THIS IS NOT ACCEPTABLE WITH a $1200 Modern Wingback Glider & Recliner!!!

My husband and I bought a brand new home and wanted to furnish our whole house with Pottery. We started by ordering the tufted Harper bed in March 2017. The sales specialist said about 8-12 weeks. We received the bed in 16 weeks. The bed was made wrong. Customer service ordered us a second bed and it came about 6 weeks later made wrong again!!! We have officially received the bed last week in November. It took Pottery 8 months to deliver a bed which is completely crazy and unacceptable.

I ordered a sectional sofa back in September for my sons room as a birthday gift. His birthday isn't until mid-November and the delivery time said 1-3 weeks on website- no problem (I thought). The ONLY reasons I chose to order this particular couch was because the website showed it was available to ship now, and it was lower price than the rest. When I tracked this couch a week after purchase, it showed an expected delivery date of October 18th. The 18th came and went and I have no couch and no status updates from PB. Ever. I had to call numerous times and each representative said the same things. 'We don't know what's going on', 'Our vendor isn't responding to our emails', 'We can't call the vendor to get an update because they don't have a phone'... and so on.

My wife and I purchased a king size bed from Pottery Barn in September 2017. The bed arrived ~6 weeks after being ordered only to find that the "king" bed does not actually fit a standard "king" mattress. It is 0.5" too short. The mattress had to be squeezed into the frame in order to fit, which means that it is impossible to tuck sheets in at the foot of the mattress. I've tried reaching out to Pottery Barn customer service but have been giving us the run around and/or promised that I would get a call back -- I have yet to receive a call back.

After ordering a Table (Abbott Chunky Leg) and having it damaged, my wife and I have now spent +5 hours on the phone trying to get resolution on when they will deliver the replacement top. We've bought an entire set of chairs, bench, and other furniture based on this piece, and after a rude Supervisor and CSR experience, it's becoming clear that PB doesn't value delivering on their service and brand image. We were promised a callback within 48 hours, and it's amazing how their phone agents are always experience high call volume. Way to ruin a perfectly good buying experience with delivery of a clearly broken product, then putting the resolution process on the customer - taking even more of their time. I'm hoping they resolve - but it doesn't feel like it right now.

After waiting 2 months for a custom ordered sofa and chair to be delivered, both were damaged in the delivery process as well as a punctured hole in my ceiling when the sofa was lifted too high. After making numerous calls and talking to Kadijah, Olivia, Tiffany, Joseph, Elmer and Tonia, I've had enough of the talking points that someone will get back to me soon.

I am done with Pottery Barn. They have the worst customer service. I just placed a monogram order and five minutes later I called to make a change on the order only to wait an hour and then have them hang up on me. After repeated attempts, I finally got a hold of a representative and they explained that my order has been invoiced so they can’t make any changes. Well, if your 24 hour help desk would answer the line or not hang up, maybe my order wouldn’t have been invoiced, and I would have been able to make changes. This is not the first time I’ve experienced this “service”. I wasn’t even asking to return item, simply to change the monogram. The representative basically said there was nothing she could do, buy another one. I haven’t even received a confirmation of my invoice. I am never going to shop at Pottery Barn again.

I ordered a backpack on 10/17 through a representative on the phone. The pack was back ordered and due to ship on 10/31 with a delivery of 11/2 but guaranteed delivery of 11/3. I asked several times if the pack would for sure be here in 11/3 as we had a trip we were taking and expected to use the pack for our special trip. 11/3 came and no backpack was delivered. I called and spoke to one representative who told me that the backpack was not in stock and I would receive it but that day. The representative was extremely rude and could not tell me when the order would be fulfilled. She also told me that I did not have the correct information to begin with about when the backpack would be in stock.

Awful experience. Called Pottery Barn Teen and ordered a desk on 9/27 for my daughter one month before her birthday. Told them to hold 2 pieces so all three items can arrive at the same time and was told it can be done. 2 items (chair and hutch) shipped UPS 10/15. Called to check the status of the desk (most important part) and found they had wrong email address for me and wrong phone number. I gave them the correct contact info and had them read it back, they told me to call the warehouse in NJ that the desk is being shipped to. Called warehouse (William Sonoma) to let them know the same information so that they can reach me when it comes in. Was reassured that it was corrected and desk should be arriving soon. Called again, no desk. Called Pottery Barn Teen to have them log my complaints in the computer and was reassured that they would look into the problem.

Customer Service call wait was 48 minutes to speak to CS rep. Once I spoke to a human I was told orders literally just placed cannot be canceled or changed in any way. I have placed several online orders and have always had the option to cancel or change an order which has not shipped; especially within the hour of final transaction. Gap, Athlete, Lulu Lemon, West Elm, Wayfair to name a few I have been able to modify an order prior to shipping. This is shady and poor customer service. Enter at your own risk ordering anything from PB online. Once your cc is charged you are locked in. No matter if it is shirt or a 3k bed you are locked in!! Never will I order from this company because customer service literally does not exist at ALL. Which is why you wait an hour to get a human on the phone to only say "There is nothing I can do."

Ordered a sofa and chair from Pottery Barn on August the 6th. I have not received either till date. I have called the store, customer service, the delivery warehouse for weeks. There is always an explanation and expectation that it is only another day before all shall be well and delivered. I am still waiting. 12 weeks in the making. Never again.

I purchased the Addison bed from Pottery Barn. My delivery was confirmed for a specific date and I was provided a two hour window. One hour before the window I received a call from the driver letting me know he would be early and was on his way. I let him know I was at work and could not confirm if my husband would be there earlier than the agreed upon two hour window. The driver proceeded to call my cell phone 6 additional times. I explained that I was in the middle of a presentation at work (I was speaking to my CEO) and could no longer answered by call. He still called and then I was receiving calls from the corporate office. My husband arrived home 10 minutes prior to the two hour window. I did file a complaint and the response was very nice and I received a credit for the delivery charges. A gift card - no credit to my account. Clearly that is a waste!

My husband and I ordered a Modern Tufted Rocker on October 1, 2017 and selected a "Quick Ship" fabric option for multiple reasons. We need to be able to return the chair as we were unable to see it in any of our local stores, and have some concerns that it might not fit up the tight staircase to our apartment. I am also pregnant and we would like to have the nursery completed before the baby is born, so the timing is also important. "Quick Ship", according to the Pottery Barn website, is 1-3 weeks, 7-10 days in a metropolitan areas (we live in the DC-metro area). I called the customer service line and double-checked that the option we had selected would be returnable.

Ordered a bed in June for my son. First said 6-8 weeks, then 8-12 weeks... then after waiting 18 weeks and having to make many phone calls to the company I was basically told they had no idea when the bed would ship or where it even was. To make matters worse... they kept charging my debit card and putting the money back. The manipulation of my account was making me crazy. Ultimately I canceled the order and told them in no uncertain terms that I did not want them charging my account anymore. The week after I canceled the order they had the nerve to charge my account again! So I'm not able to use my own money because Pottery Barn is holding funds they have absolutely no right to.

I have been waiting to purchase my forever home and create my individual space since for decades. Pottery Barn and their catalogs have been part of my dream. On my wedding anniversary instead of buying gifts for each other my husband and I decided to buy our special couch. We were told a delivery date of 11/2-11/16, which worked we were having construction done on that room anyway. Well construction finished, so I called to see if my couch was on the way. I was told by two different employees two different dates. Now my couch is set to arrive 11/26-12/15. I leave and will be out of the country in December so I never would have purchased this couch knowing that. Now after reading these reviews and the delay in delivery I am giving PB till today to find a resolution to this and if not I’ll be canceling my order. I’m so sad that a company that can create such beautiful furnishings can’t give a beautiful purchasing experience. I guess it’s too much to ask.

Ordered blinds in August. It's the end of Oct and haven't received them. Called numerous times to PB. They tell me they send a request to the vendor. Bali. No response and they don't seem to be able to call THEIR vendor to check on the problem. They just keep saying they are waiting to hear from their vendor. HORRIBLE! Just don't order from this company! I ordered in there spring curtains. They gave me a date so I ordered them. That date was not accurate. I waited and waited. Returned them right away! If I could cancel my blinds I would. No copay. I've ever ordered blinds from that over a couple weeks to get you their item or they'd be out of business. Pottery Barn should be!!!

PB back ordering to a new level. Bed frame arrived 6 months later... Including 2 times it arrived broken. Some PB compensation but not enough to make up for all the missed work. Manager Kathy said she would be by my side but she jumped ship after bed arrived damaged a second time. Didn't respond to my emails. Shame on you.

Wouldn't deal with these people, they aren't running a credible business.

On September 3rd I ordered 2 sets of drapery hardware. When I went to install, I realized I ordered the incorrect hardware for my project. I placed an order for the correct hardware last weekend. The new drapery hardware has already been received and has worked out very well. The issue is trying to return the first set of drapery hardware. I have tried to process the return multiple times online but continue to get the incorrect description of what is being returned once submitted. I have called customer service and they cannot seem to help me. I even went to social media on Facebook and the associate is trying to help, but explains it is an IT issue. Today I tried several times again to process the return and now it states the page is no longer available. I am at a loss of what to do other than driving to a Pottery Barn store which is very inconvenient.

In short, it began with issues on the website, personalization preview links weren't working. I called customer service so they were aware and I emailed them as well so a tech review could take place and also so the rep would follow up with previews and include them in a return email. I got an apology. After waiting several days for anything else, including a fix to the website... nothing happened so I tried to piece it together myself... previewing different items and putting in guesswork, only to find more site issues. Content with my guesswork, I tried to then place my order online. Only to find that the personalization boxes would not update correctly, resulting in the wrong selections being placed in my cart. I tried several tweaks to get that fixed before calling in my order. Which I finally did. I called in my order and the woman was amazing...

Background: Ordered Wingback recliner chair via Pottery Barn kids Australia Bondi junction. Chair delivered 7th Sept. Tried out the new chair and found out the recliner piece doesn't work so disappointed. Called for replacement to be sent. RA # provided for pickup **. Week goes by and No contact for pickup made. 39 wks pregnant and looking to have this chair replaced as soon as possible. Callback customer service, no update from CS rep Cory and she confirmed she can get approval for them to do a swap to save time on return process as we would like it before the birth of our baby. Birth baby comes 19th of Sept - no chair. 21st Sept shipping company contacts us for swap.

Ordered a sectional on August 10th. Weeks later, received voicemail requesting I contact them to schedule a delivery date. Returned their call immediately, only to be told that there were no available deliveries to our area at that time. This is understandable, given the fact that we live in a rural area. I called them back to ask them to ship the sectional to Denver, Co (200 miles from us), so that we could pick it up there. They responded that they could not do this, and would contact us when a delivery date to our area became available.

I tried to order a bookbag for my grandchild. The original order was placed on August 13, 2017. It was never delivered. On August 24th I called to inquire about it. I was told they weren't sure what happened and gave me a replacement order. It was never delivered. Called again on September 6th, was told it would be delivered September 12th. It wasn't. I called again today and was told I was sent something via SNAIL MAIL on September 8th that my order could not be filled. I was then told I could order something else. Why in the heck would I do that? This is the worst customer service I have ever received from any company. They should really re-think that whole "customer service" thing. Because there isn't any.

We have had a HORRIBLE experience with Pottery Barn that is still unresolved. The delivery department and customer service department that deals with problems have absolutely no clue about anything, are generally incompetent, cannot resolve anything - and this has been nothing but a nightmare for us. At this point we have wasted *5 HOURS* (and still counting) of time on hold with Pottery Barn customer service... with no end in sight. Over two months ago (beginning of July), we ordered two Harlow swivel chairs - which comes in custom fabric and colors. We also ordered a rug. We selected a very nice color/fabric combination in the store, and were told to expect delivery in about 2 months - ok fine, no problem... 2 months is a while, but these do need to be custom upholstered so we understand the long wait.

I'd like to add my voice to the ground swell of others receiving the absolute worse customer service I've ever seen from any company... especially in the age of advanced technology. We have made two very substantial purchases from Pottery Barn. The first we made in store and had the help of their agents. We were told that furniture orders can take 6 - 8 weeks, so after our selection we were pleasantly surprised to have one of the salespersons tell us that our order was eligible for "quick ship" and that because it was a "quick ship" it was returnable. They gave us a number to call to set up the shipping date. We called the number 48 hours later only to have the agent on the phone tell us that not only was our order not eligible for quick ship, that it would be 9 - 11 weeks before delivery and it was not eligible for return.

I purchased a printer keyhole desk and a corner desk. After 6 months, one of the drawers is off track and the stain on the corner desk has worn off in many places and the wood scratches easily. After calling Pottery Barn several times and sending numerous pictures of the defective desks, I was told this is normal wear and tear even though the desks are only 6 months old. Don't waste your money on this overpriced garbage!

I'm a believer in Pottery Barn products. I'm not sure what kind of leadership they've had the past 5-10 years, but it seems like they're valuing cost savings over quality. This is most reflected in customer service. The past year we've been redecorating and I've dealt with at least 2 dozen customer reps. About 2 of them were both friendly and effective. A few were rude, but most of them were triflingly incompetent at helping me resolve multiple issues (including losing my sectional). While some have been rude, I honestly don't think the people I talk to are to blame overall. The customer service process sounds poor and sets these guys up to fail. But they are unable to do basic things, like looking up an order status or reading notes about my situation without making me have to manually track stuff down or re-explain things to five people. At least five people told me they or their managers would call me back about a missing sectional but no one ever did.

I had to send a few items from a wedding registry and spent a lot of time in their web site (which is really lousy when you choose a few items- really confusing). When it came time to add the information I added all the information and assumed that since this is a wedding registry the gifts will go to the bride's house or wherever they chose. Little did I know that this was treated as a normal purchase and the gifts (all in separate 4 boxes) came to my house while I was traveling overseas.

I set up my registry with Pottery Barn which was my first mistake. I went into the store to start scanning away and when I asked a lady for help with something she was so nasty and said "I'm busy you're gonna have to wait." It was around Christmas time when the store was packed but I'm sorry that I was scanning away and they were gonna make hundreds of dollars off what went on my registry. I was gonna walk out and not register with them but I didn't unfortunately.

Disappointed! I have seen and heard of Pottery Barn for years and considered them to be a high-end brand. I should have read the reviewed online prior to ordering anything from this company. Products is low grade, requires assembly, and that is only if the items arrive to begin with. I have canceled the last items on my order and I would be making a few calls to make sure I am compensated for all the inconvenience. What a sham! Asking for so much money for what you claim to be. Luxury furniture but is no more than an overly expensive IKEA furniture. I will not be wasting my hard earned money on your brand again.

I purchased the Townsend Reversible Chaise Sectional, Ava Metal Desk, and Tanner Coffee table a few months ago and I love them all!!! The desk and coffee table were delivered within a couple weeks and the sectional took 6 weeks. I ordered the sectional in Metal Grey Washed Linen/Cotton and I couldn’t be happier. The design team was amazing and I took home several swatches (twill, basketweave slub, performance twill, washed linen/cotton) before I made my decision. I originally wanted Ash Basketweave Slub because the color was amazing but decided it wasn’t the best option for me. I carried the swatches around in my purse for a couple of weeks before ordering because I wanted to see which ones would pill from rubbing against the stuff in my purse. Every fabric pilled pretty bad except the washed linen/cotton, so that’s the one I chose.

BUYER BEWARE -- This company is a joke. From the sales dept, to the order dept, to the delivery dept, to the customer service dept... you will get jerked around with no straight answer about anything that goes wrong. They all have excuses and throw their little "I'm sorry" at you like that's going to make a difference. I wish I would of read these reviews before I spent thousand of my husband hard-earned money with PB. I would of never bought anything here, and WILL NEVER AGAIN.

We ordered a bedroom set from Pottery Barn back in April 2017. 1 of the 4 pieces (the bed frame-header and footer) has been on back-order all this time. Of course we don't want it delivered until ALL pieces are available. The company now informs us further delay until mid- August on the back-ordered piece!! So let's assume the back-ordered piece finally is available for delivery mid-August... I can now only imagine if there is a problem with that piece, the additional amount of time it will take to get this piece.

I ordered a king size Loleta bed in mid-February 2017. It's July and I still don't have the bed. PB charged my credit card months ago. They set a delivery date in early July. I drove five hours to my second home and waited for hours but no delivery. I called to ask what happened and they said the bed was damaged and they would have to reorder. They didn't bother to call me to let me know the delivery was cancelled. I had to call them. I tried to get a supervisor to contact me and received an email indicating one would call in two days. I have not gotten a call back a week later. Finally, I called and demanded to speak to a supervisor to get a refund. Hopefully I will will get my $1200+ dollars back soon. Don't ever plan to order from PB again!

I ordered a bed from Pottery Barn. I waited almost 3 months for it to get here. When my delivery driver arrived, he arrived with the WRONG head board and the WRONG COLOR. I ordered a CAL-King and I received a Queen head board and Cal king frames. The worst part of all of this is that Pottery Barn hasn't done much to correct the mistake. I have called several times and the only response I get is they are "looking into it". It's been a week since, and I still haven't gotten an answer as to what happened and when I will receive the correct bed. I am so disappointed in PB and their customer service and how all this has been handled. I will NEVER shop there again.

We bought a bed from Pottery Barn 4 months ago and we are still having issues. I get that it's a "quality product" but the way they operate their business is terrible. The warehouse/drivers/store all operate separately and have their own supervisors who follow separate rules. So you can imagine how much of a mess it is to get to someone that can help. I don't recommend purchasing any of their products because it's not worth the high price when you get really bad service.

Called customer service multiple times, they say they can't contact the manufacturer of the umbrella directly. They first said they would email them and they should get a response in 24-48 hours. Called back after 2 days, they said it takes 72 hours. Asked why they can't phone the manufacturer directly, they just can't they are just sitting waiting for the manufacturer to contact them, they will not lift a finger for me. Called back after 6 days they now say they need to wait 10 days to hear from the manufacturer. I don't think Pottery Barn ever sent my order to the manufacturer and they are trying to cover their **.

Now I see why there are no online reviews on the PB website... Ordered the 'custom made' TAMSEN SQUARE UPHOLSTERED BED for $ 949 and the Ludlow Bedside Table, for $ 549 on Feb 7th 2017. First, the table comes USED dirty damaged and with obvious touch paint on it. I called and was offered 33% off and accepted because I no longer had the box and they refused to pick it up without it.

I purchased a curtain rod with items to hang it on the wall. Sizes of items did not match so I sent it back for a promised refund. I was told that the credit would be issued within days of when the return arrived at the warehouse in Dallas. That was on April 20. No refund was issued until I called Customer Service on June 5 as it had not appeared on my credit card statement. I suspect, but cannot prove, that the failure to issue a refund was not an oversight, but may be a practice.

Pottery Barn company advertises itself as a top of the line brand. However, the only "top of the line" is the price. This company has the worst customer service, because you have to wait for hours on the phone to be connected with someone. Next thing that everyone should be aware of is that the delivery time is always delayed. And for some items like furniture, on top of the scheduled very long delivery time (can be 12-18 weeks) but there will be an additional time of the delay.

In early March, we ordered a Benchwright hutch and buffet from Potterybarn.com. When the transaction went through, there was no indication that any item would be back ordered. When I check order tracking several days later, the hutch was showing as back ordered with a delivery date in early May. Subsequent to that, my order record disappeared from my account: when I click on the order number it says that it can't be accessed. On 4/20, when I called Pottery Barn customer service, I was told that the hutch was to be delivered to the local delivery company in St. Louis on 4/21. I called the delivery service on 4/28 and was told they have no record of receiving the hutch. I then called Pottery Barn and was told that they couldn't locate it and they would follow up.

I purchased a king "Fallon Upholstered Bed with Bronze Nailheads" online in February as part of our wedding registry. I chose PB because their pieces looked beautiful and sturdy. Beautiful, yes. But sturdy? **. After months of waiting in anticipation, PB delivered and built my bed frame last week, and at first sight it looked amazing. Then I sat on it and the headboard wobbled front to back about 6 inches in each direction, like it wasn't connected to the frame properly. The delivery specialists noticed as well so we checked to see if all of the screws were installed correctly, and they were. So, they called PB for me and customer service told me that I should refuse delivery and they would fix it and have it redelivered the following week.

I ordered a sofa and loveseat on 2/25/2017. I was told it would be 6 - 8 weeks for delivery. At the time that seemed reasonable, we had furniture in the room for the time being but it was getting old and rundown. When I logged in a few weeks later to track the progress of the order I noticed it said an estimated delivery date of 6/1/17! I consider myself a pretty patient person but 14 weeks for furniture?

I purchased and PAID for a media center several weeks ago and was sent an email confirming the order immediately after placing it. Furniture not Delivered. A week or two later received another email saying "call to schedule delivery" but the email showed only the top to the TV stand. So when I called to schedule I asked "Is it the whole item or just the top as the email suggests". I was told the whole thing was in and would all be delivered at the same time the following Saturday.

My wife and I bought a Cameron, roll-arm, sleeper sofa on February 27, 2017. We had heard good things about the store and couch. The sales people and the sofa were very pleasant. Everything seemed fine. Two weeks after purchase our body heat enticed the dormant bed bugs from the sofa. We immediately encircled tree sofa with diatomaceous earth to prevent the bugs spreading and contracted Pottery Barn. The bugs were bad; PB was worse.

Why is it 1. Pottery Barn cannot post a physical returns address for UPS on its website? I am returning a package unopened and therefore do not have a return label. I was told to just leave it on the porch for UPS. Does not inspire confidence it will ever arrive at its destination. 2. Why is it when I call Pottery Barn I have to listen to a long list of non-applicable buttons to press on my phone only to be told at the end they are not open and then not told what time to call back?? This is nuts! 3. When I originally tried to place this order I gave up after a half hour because the website would not display properly in either of my browsers.

After owning two Pottery Barn sofas for 17 years I felt very comfortable buying new replacement sofas from them again. Unfortunately I feel that I was robbed of the money spent. I am ready to drag them outside and set them on fire. These have been the most horrible sofas I have ever sat on. So bad that I have had to get medical treatment for all the pain, aches and daily pain from sitting on them. The problem seems to be the Down material used. It's created such extreme hardness that you might as well be sitting on concrete. It's taken me two years to finally get someone to help me but I need to pay for new inserts. I am crossing my fingers that the new insert will make the difference. I don't think it should have taken so long to get some attempt to correct the matter.

PB advertised a sale on the product we wanted to buy and then argued with us that it was not part of the sale. They eventually admitted they were wrong after hours of conversation. What upsets me more is the quality of the table. When you pay close to $2800 for a product you expect quality that they advertise about. I use trivets, placemats, and tablecloths to protect my wood and the wood still developed a bubble shaped ring from a bowl of hot vegetables. The edge of the table also puckered and peeled off. How did THAT happen? This table has been used 5 times in one year. I can never recommend PB. Their displays are outstanding but I think their products are poor quality.

These reviews are laughable. The first three reviews summed up my experience in a nutshell. I can't believe I even created a log-in and am on here doing this. Pottery Barn Kids is a total joke. Spent $1000 on the Cameron Wall system - took me a month and many calls and emails with customer service to get it returned. I finally had to carry the huge box a country mile from my parking garage to my office so UPS could pick it up at my office. They are trained to say sorry and that is it, there is no flexibility with returns or protocol.

Reese Crib, Midnight Navy. I bought this crib for my baby and used it for 5 months before the crib legs broke while my baby was still IN the crib! This alone was outrageous! I called Pottery Barn thinking they would be extremely apologetic and have the problem solved in no time! However, I was very wrong! The customer service is beyond appalling! I had one thing (I would say lady but she was far from that) hang up on me because I told her the original form of payment I used to make the purchase was no longer valid and asked her to return on to another card. Instead of explaining their policies she patronizingly told me it's common sense and I should know that this is not possible and hung up on me.

I ordered a wicker basket in early March. I was charged and told it would ship in one week. It is now April 10th and I can get no answers. I tried to cancel the order, and I am told I can't because it shipped. It never ships! I call everyday and everyday I get the run around. They refuse to credit my account or ship me my product. I just want to cancel my order and never do business with this company again! Oh, I have multiple order #'s for one little basket. They keep assigning me new ones.

I will never order anything from Pottery Barn again! I love their products but have been so disappointed with ordering anything online. When you order, they give you a delivery date, once the order is placed it becomes an estimated delivery, which is drastically different from your original date. It took almost 4 months to get a bedroom set I had ordered, the date changed from week to week! Now I have ordered a clock and the delivery date keeps changing, just got an email that estimated delivery is now a month away. I'm done! Never will I order again! Customer service apologizes and that's it! I wish I had read from everyone else about their terrible delivery, I would never have placed an order and I never will again! In this day and time everyone knows their stock, if you don't have something don't take the order or at least be honest regarding the delivery date!

I'm reviewing here since PB doesn't allow customer reviews on their website. I wanted a metal drum table and after a few months of shopping, I couldn't find anything that met my criteria as well as PB table (#1613231). I thought the price was high, not to mention the high shipping cost. But, after finding nothing else in the size, finish, etc I was looking for, I finally gave in and popped for it! Besides, I had ordered from PB before and thought the quality was worth the price paid. It arrived within a week, which was well in advance of the advertised 3 weeks, so all was good. Until I opened the box and looked at it in the light of day. Big disappointment! First of all, worth nowhere near the $400.00 price tag (on sale - original cost $500). Never mind tax and almost $65.00 S&H!

On march 26, 2017, I ordered online a decorative airplane wall panel. On march 28, 2017, instead of receiving the ones I ordered, I received on my front door 2 bar stools from them. So I called the customer service and the guy was polite and apologetic about what had happened. He even offered $25 gift card as a gift for the inconvenience that happened. He said my order will be delivered on April 3. However, I did not get any email confirming the new delivery date.

For my husband's 60th birthday gift, I purchased a recliner online. It was supposed to be shipped on 3-25-17. I received a phone message saying the recliner supposedly being put on the delivery truck wasn't up to standards. I was told they would contact me with more info in 24-48 hours. I have called them three times to ask what was going on. Nobody seems to know. Nobody calls me back. Pottery barn deducted the money ($1808.31) from my account on 3-16-17. I still have no answers, and when I called for a refund, I was told by the furniture sales person that they would need to call shipping first to figure out what is going on. Supposedly, they will be calling back tomorrow. My husband's 60th has been ruined.

I have no problem with the Pottery Barn mirrors I ordered. However, their parent company, Williams Sonoma, hires delivery contractors that are careless and unprofessional. Chris and Artur delivered a large mirror, disposed of the packaging, and did not leave the product information or hardware. I asked about the hardware and was told it was attached to the mirror. It was not. Now there is no way to contact the delivery company because customers have no idea who they are. Do not order from Pottery Barn unless you can take the products home in your car.

I purchase a $3200 loft bed from Pottery Barn Kids. The bed was back order for 3 months and when they delivered it a portion of it was damaged in 3 places. That was bad enough but the process of getting this piece reordered, received and delivered has been ridiculous. I was told by the delivery guys and by customer service the piece would be in the following week and the delivery guys told me they would come right out and assemble. Then I was told it would be the following week, and then again another week. It finally arrived and delivery can't get it here for nearly another week. Customer service can't do anything but apologize - they have nothing else in their toolbox. I would love to know their turnover rate.

I bought the Graham Secretary Desk, which has a drop-leaf writing surface. Despite very light use, the hinges that hold the drop leaf surface together broke in two. I spent hours on the phone with Pottery Barn "customer service" personnel, who were clearly working out of their homes (home-like noises in the back, long hold times while they "looked something up", etc.) and had no idea what to do. Finally, one sent me a "repair kit" with replacement hardware, none of which matched nor fit the desk. I also wrote to their CEO, after reading about Pottery Barn's well-known customer service problems in the New York Times consumer column, The Haggler. No response. The desk is basically unusable, as the writing service cannot be used. $700 for a really bad piece of furniture, and worse (no) customer service.

I purchased a sofa from the Pottery Barn in December 2016. It was the Turner grand in the velvet fabric. It took about six weeks to receive the sofa and I had no problems with the delivery. After I sat and looked at the sofa I noticed that one of the back cushions looks a little smaller than the others. I also noticed that the top cushions were very wrinkled and the corners seemed like they didn't have enough stuffing. After trying not to notice I couldn't stand to look at the poorly made cushions any longer. I bought a sofa from PB 10 years ago and it looks better than the new one.

I run a guest cottage in the swanky water town of Saint Michael's MD. Our guests expect great linens and I like to give them everything they want, including wonderful linens and ones that wash or dry, or dry clean well, hold up well, and are reasonable enough that I can change them out quite frequently, thus I always look for Pottery Barn to run their specials. They did, Code "weekend", worth 25% in discount. I made the trip up (which is a chore in itself!) to Pottery Barn, ask to buy the Jasmine pattern which is not on sale, it is regular price just like the coupon ask for the item to be... but guess what... That pattern along with a few others that I was interested in were... get this... EXCLUDED.

We ordered a sectional from Pottery Barn in December and were told that we would receive it in 30 days. 70 days later, still no sign. We've called customer service over and over and this operation is so bad that they can't even tell you where the product is. They have no clue. We ended up canceling the order after waiting months. Pottery Barn is as bad a retail organization as you will ever see. If you order from Pottery Barn, you've been warned. Forget their flashy catalogue. Their operations and distribution models are so bad it is amazing. Don't order from Pottery Barn, you'll be sorry.

I ordered a leather recliner and after two months (backlog can happen), the delivery day was yesterday. My son signed for the delivery having no idea. I got home after work and was surprised to see a leather couch in my room. At this point, their delivery office was closed. They called and left a message that the order was wrong, but still too late to call back. I called the morning after on a Saturday and was told by the rude person that they couldn't deliver until Wednesday. I said to call the delivery driver, and change the schedule, they should make me whole today. The woman, who would talk to co-workers while I was speaking, sternly said that I didn't call yesterday so they CANT delivery today. Terrible delivery group, workers, flexibility in their process, accountability, and leadership there.

Charged CC without delivering item - Placed an order on 12/24/16 for furniture and accessories for our nursery. The order stated the chair would be delivered in 1-3 weeks and the other items in 2 weeks. That's fine. The baby is due in March so we have time. The anticipated delivery date kept getting pushed back (6 times). Finally we received a call that the chair and dresser would be delivered on 1/27.

Apparently Pottery Barn has instituted a new return policy. I have been a customer of theirs for 20 years and have never experienced such terrible service from them before. I purchased a duvet and shams which upon receipt did not match the product I'd seen online. It happens. So I re boxed and noticed there was NO return label provided. So after trying unsuccessfully to request one online I called customer service. Wow!!! Nightmare! The woman was curt and abrasive, and when put on hold by her, she dumped me back on their "hold for help" queue to wait another 15 minutes. This time I ended up with a man who said he couldn't send me a return label online because my order was over $50!!! WHAT! ARE YOU KIDDING ME! Asked for address to use to return myself... was told no, they can't do that. Too many outlets to return to, and so wouldn't release that info.

I received a gift at Xmas. It didn't work out for me, and I went to return it. On the gift receipt that I had, said I could get cash refund, within so many days which I was in. When I went to store they refused to give me cash refund. They only would give me store credit, because they said purchaser used a credit card when they bought it. Nothing on receipt states that is how it works. This was a $150.00 present. I will never go in this store again. I can't believe they can get away with this.

I ordered furniture and other items from PB on December 30. Received confirmation that the items had been ordered. Two of the items were white glove items, the other could be mailed. The first item, a $500 mirror was dropped off at 848 PM and Sat on our doorstep all night. Two other items arrived. I called on the 11th and to inquire about delivery. Called again on the 26th and was told both remaining items were in warehouse and would be called about delivery the next day. NO call the next day. I called and was told to call delivery-am 1/2 hr. on hold. Called a supervisor. Supervisor called 2 days later and informed me that bed had never been ordered from their end. Dresser had been ready since Jan. 12. No apology. Told me that if I reordered I would have to wait until late March. Tried to give me number to call shipping. This company HAS to get it together!!

Pottery Barn doesn't have record of return and won't refund. I ordered two rugs for $448 - the rugs were too long (2.5 x 9); then next day ordered two 3 x 5 rugs which fit. Then, using Pottery Barn's online return system, I printed out two return labels. The rugs were dropped off with UPS. I did not keep the tracking info nor did I have to pay for the return. Months went by and I was not refunded. When I called to inquire, I was informed that Pottery Barn did not have a record of a return, nor did they have a record of having issued any returns. As they don't have a tracking number (and I didn't write it down), they will not refund me for the rugs.

While Pottery Barn has really tasteful and well-made furniture, their rewards program is a joke. First off, I made two purchases against the 12 financing option. These items were subsequently returned. Unfortunately they were returned as rewards points ending in a negative point balance. When I reached out to Comenity Bank, they referred me to Pottery Barn, who referred me to Comenity bank, who referred me to the store of purchase, who referred me to Comenity bank. I had to give up. There are limited hours in a day.

DO NOT BUY THIS SOFA!!! It is the most uncomfortable sofa I have ever sat on. It is not available for return or exchange if you buy it. The back cushions are too small, I had to remove them completely and buy 6 pillows for across the back and 2 on the side to make it marginally comfortable. I have to see my chiropractor every time I sit on it for more than 1 hour. I bought the chair and sofa under the recommendation of an interior decorator and chose the Sunbrella performance weave fabric in grey, down option (which was a total waste because I had to discard the down back cushions) and the single bench seat cushion on the couch.

DO NOT BUY FROM THIS COMPANY!!! On January 5, 2017, after receiving e-mails from them advertising a furniture sale, I went online and carefully chose from various options. (This can be a daunting task if you've never picked out a sofa before). After finally deciding, I purchased a sofa. I was so excited because it was listed for a great sale price, which is why I was there, after being lured from receiving e-mails, and I've been wanting to get rid of my sofa and love seat due to sizing. Once I made my purchase, I started making arrangements and found an interested buyer of both my sofa and love seat. Because of the discount I received on my Pottery Barn purchase, I was able to offer my buyer a very generous price, far less than what they were both valued at.