Pottery Barn Reviews

I purchased 4 white wood counter stools that were delivered 1 1/2 years ago. 3 of the 4 are cracking. Pottery Barn said the time allowed for problems has expired and they will neither replace them nor send someone to fix them.

I purchased a set of "in-stock" pillowcases on April 27th, 2025. I was sent an email dated March 17th, stating the pillowcases would now arrive between May 15th to 19th. I sent Pottery Barn an e-mail stating that was unacceptable and that I wanted to cancel the order for a refund. I received no response, so opened a case with PayPal. After allowing time for PayPal to investigate this case (they were also unable to reach Pottery Barn), I received a refund. The items arrived after I was issued a charge-back.

I am giving Pottery Barn one star because my experience with their Belgian Flax Linen sheets and their customer service has been extremely disappointing. I purchased two Pottery Barn Belgian Flax Linen sheet sets and rotated them carefully. I am very gentle on my bedding, I launder it carefully, I sleep alone, and there is nothing about my use that could reasonably explain a premium fitted sheet becoming threadbare and ripping so quickly. I am 67 years old, weigh about 85 pounds, and put very little strain on sheets. These were expensive sheets sold as a premium product, and they did not perform like one.

I ordered an Easter Basket and personalized liner for my grandson in February. Apparently it was lost during shipping but I was not notified. I reordered a new one. The liner arrived but not the basket. When contacted they told me the basket is out of stock. Now my grandson has no basket. I have purchased 5 of these in the past for my other grandsons and it’s a tradition and this has been a horrible experience with terrible customer service. At $90.00 a basket you think they could do better!

I spent nearly $2,000 on the Emile 9-Drawer Dresser (Order No. **) in September 2023, delivered and assembled in October 2023. Less than three years later, the dresser started leaning. When we removed the drawers to inspect it, we found that multiple structural screws were never installed during assembly. Because of this, the frame shifted over time, causing the back panel to detach and the wood to crack. This is not normal wear and tear — it was improperly assembled from the beginning, which we had no way of knowing until now.

Horrible experience, horrible customer service. Will never shop at PB again. We have been waiting almost 7 months for a vanity/desk set. This item has been scheduled for delivery 3 times and each time, we received a cancellation either the night before or same day with same excuse, "something is wrong with the mirror." We also ordered a bed and a dresser... same exact issue with each item... scheduled delivery, then the infamous notice on day of that our item is not coming because there is a part missing. One example is the bed. We asked which part is missing from the bed. They said the whole bed. WTH??? Same with the dresser. What is going on, seriously? No offer to even send the desk and hutch without the mirror. We paid over $5k for this??? And the quality of the furniture is definitely not worth the price. So dissatisfied and disappointed. Two thumbs down! And don't even bother with calling customer service. They are no help at all.

My husband and I created a registry at Pottery Barn Kids in 2020 for the arrival of our first order in 2021. At that time we were asking for a light fixture to hang in her room and have kept it hung up since. Last night during dinner, we heard a huge bang and to our surprise the fixture had completely fallen apart from the ceiling. We are so grateful that our daughter was not in the room as this could have been a tragedy. I’ve called their customer service twice this morning and the solution I was given was a 15% discount on a new product. This whole situation has been very scary and upsetting.

I’ve never been so disappointed with a brand I used to trust. From the moment my Pottery Barn sofa arrived, feathers were poking through every cushion, despite the website claiming a protective encasement. The seat cushions have inked labels directly on the fabric, which transferred and ruined them, making flipping cushions impossible. My Baron coffee table chipped despite me following care instructions to a T, and there’s no touch-up kit or way to repair it. They have touch up kits, but "just not for this color". Why even make this color then?

We ordered outdoor furniture in April of 2025. It finally shipped complete in November of 2025. We were told it would arrive in June for the Summer season by the in-store rep. Gave them another chance. Purchased a Reed table. One of the table extension pieces had a very large and noticeable scratch. They said they are not responsible after delivery because the damage could have been caused by the homeowner.

Pottery Barn would not honor my reward certificates which were sent to an incorrect email address due to an error made by their employee. They could have honored the certificates when I called to have the email address corrected, but they refused!

BUYER BEWARE. I paid over $1,000 for Pottery Barn bedding, including flax linen sheets that started falling apart within a year under normal use. Customer service claimed the multiple quarter-sized holes developing across the fitted sheet were “normal wear” and offered no resolution after a 45-minute call. For a brand that markets itself as high-quality, this is unacceptable. This felt like a bait-and-switch. Think twice before investing here.

Absolutely horrible experience. Purchased a chair and the leg was broken upon delivery. Have tried to get a refund 4 times and they have not shown up to pick up the chair but will not refund me until they pick it up. Each time I spend a huge amount of time on the phone and it never gets resolved. I guess I have to resort to calling my credit card company to try to get a refund through them. A month later and I still don’t have a refund for a broken chair

We bought a bed, Leesa platform, and Leesa mattress from Pottery Barn and additionally paid for white glove service. My understanding was that it would all be delivered and put together at the same time. The only thing that Pottery Barn delivered and assembled was the bed. The platform and mattress come from Leesa in separate shipments and the customer has to deal with in packaging, moving, setting up, etc. There is no reason to buy the Leesa product from PB. IF Leesa has the mattress and platform that you want, buy directly from them. You will save money when they run specials etc. I paid several hundred dollars more when going through PB.

I ordered a $5000 sectional with down wrapped cushions. I noticed after some of the cushions started to break down that they sent me several that were plain stuffing. When I called, they said that since I didn't notice within 1 year, they were no longer responsible. I assume they didn't have the correct cushions and just sent me what they had, hoping I wouldn't notice before the time ran out. It feels very dishonest, and the customer service policy is much worse than other stores with lower markups. It seems very shortsighted that they are willing to throw away thousands of dollars in future sales over two couch cushions.

I’m very disappointed with the durability and customer support for this Pottery Barn outdoor concrete table. After only about 3.5 years of normal outdoor use, the paint on the concrete top has started peeling and the wooden legs are splitting. For a table that cost around $2,500, I expected significantly better quality and longevity.

I got my daughter a bedroom set a little over a year ago. The quality is terrible. The drawers are rubbing together and chipping so I called and they said nothing they can do about it. $10,000 for junk.

Bought a “contract grade” outdoor dining table in November, was delivered cracked 3 times so my family received it and after one month and one rain storm the concrete sealing is already bubbling. A table advertised as “contract grade” should not bubble after only a few weeks of being outdoor. I escalated to their escalation team and they refused to do anything. This is either a manufacturing dealing problem or it’s false advertising to state contract grade. The cover is supposed to be for extending the life and true inclement weather and long term exposure not one rain storm after 3 weeks.

I called the PB customer services today to be told that it’s the company’s policies that customers cannot order/will be banned from Pottery Barn and its sister companies e.g. Williams Sonoma if they submit a claim even for something that is never delivered by Pottery Barn. What happened is two years ago I ordered a standing fan weighing around 30lbs and paid delivery fee with the expectation that it would be delivered to my address. UPS told me to go to their location, which was far from where I lived, to pick up. I refused to pick up because I paid for delivery fee and didn’t have a car. I called PB back then in 2024 to explain and told them I wanted my money back because they didn’t deliver. I was eventually able to get money back through my bank.

Absolutely horrible service. I am still waiting for my rug and it has been over 13 months!! Ordered January 2025 and still not delivered. PB keeps slipping the delivery date by several months and their Customer Service is no help. If the rug wasn't a matching rug to one I have, I would cancel order.

Online ads are misleading. Thought I was buying pillows and covers and only got covers. Look for the fine print and misleading advertising before finalizing any purchases.

We purchased a custom Big Sur Square Arm Leather Right Arm Sofa with Wide Chaise Sectional in Statesville Molasses leather just over a year ago. We chose Pottery Barn because we believed we were investing in superior materials, craftsmanship, and long-term durability. Within the first year, the leather began showing significant and uneven surface deterioration — most noticeably on the chaise section. The finish has visibly lightened and broken down in irregular patches (see attached photos). This goes beyond normal aging or the typical patina leather develops over time; it appears to be premature surface breakdown.

Updated on 03/24/2026: A representative from Pottery Barn contacted me the day the review was posted on Consumer Affairs. The representative said that she would look into my case and see what she can do. After two weeks, I contacted them again because they did not get back to me and the representative stated that they would not be able to help me. Again, do yourself a favor and don’t waste thousands of dollars on furniture that appear to be good quality. Not only is it cheap but the CUSTOMER SERVICE won’t be able to help you if something goes wrong.

Bought a vanity that was defective. Returned it and was told can’t be refunded on credit card because it had expired (credit card company said it wouldn’t be a problem because it’s the same account) and that we’ll receive a check. Instead, we got story credit and when I called I was just told I was given wrong information. Like I want to spend another $ 800 and have many more bad experiences?! It used to be a great store but their customer service and quality has gone downhill. I wish we can break up with them forever.

We bought Pottery Barn Toscana Dining table in Seadrift along with 4 chairs and they had arrived 8 months late. After a while the Table top and chairs started showing 'Discoloration, some parts are turning Green, some are losing its polish and where we had the Table runner covering the middle portion is the Only area in its original color. It's unfortunate Pottery Barn charged us hefty amount for this set and do not cover even Re-polishing. It's been only 2 years!! We have another casual Dining table from Macy's we had bought around the same time cheaper but real wood Still in its perfect condition without any issues!! We strongly regret we went for design and Not the product authenticity!

You'll be charged Months in advance of receiving your merchandise, then you'll be emailed that your item is on back order, but you've already been charged. Very disappointing.

We were moving and I took my daughter to go purchase a bed that she saw at Pottery Barn. Despite my better judgment I agreed to it. The bed was over $4000 including the dresser and the nightstand. We scheduled delivery for two weeks. We’re moving into a new home, she was finally gonna have her own bedroom. She was excited. Then the drama began upon delivery, the deliveries damaged the furniture, the dresser and the bed. We had to wait another week for them to come and replace the dresser and the bed. When they came to deliver, they came up to my door, rung the doorbell. On our way downstairs to open the door they left. My wife ran outside, trying to holler them down, but the delivery driver kept on going so now we are three weeks out. Two delivery scheduled still no furniture. My daughter‘s living out of his suitcase, we wait for the next week for them to come with the dresser and the bed.

I recently order 4 Charleston baskets from Pottery Barn. If fact the order is so recent that I have not even received them yet. Since ordering them however, they have now gone on sale. I have just called Customer Service to see about an adjustment to the sale price and they have refused to honor the new price. I can't say I have run into such a policy with a large organization like this. It is very short sighted on their part as I will most likely never buy anything from them again. With large corporations dropping like flies throughout the US and Canada - they should look after their customers while they still have them.

In December I ordered three chairs. Wrong chairs were sent. One month later still didn't have replacements. This week was notified one chair was being delivered, not three. Called for resolution. They admitted the mistake and stated the two other chairs could be sent out in April. Cancelled everything. Tonight I found out they only cancelled two and are scheduled to send the one remaining to the wrong address. WOW! Will never shop at Pottery Barn.. ever.

We purchased 4 of these pillows, 2 full price in store and 2 online on sale. I saw them in store and loved the texture and color. Love the way they look in our living room too. However, after having them for a couple of months we are quite unsatisfied with this purchase. The pillows are very scratchy and they shed continually. We have midnight blue couches and the shedding is super visible and makes the couches look unclean. I definitely do not recommend this product to anyone unless they have cream colored couches and never plan to use them as back support.

Bought a Reed dining room table. The table cracked after 3 years. When I contacted customer service about this, they said there was nothing they could do. They provided me with a name of a furniture restoration company who wanted 600$ to repair a 900$ table! When I asked them to help pay for the repairs, after multiple messages and photos, I never heard back. No response at all. I was disappointed in the quality of the table but even more disappointed in their customer service. What a shame since they have such beautiful furniture. Post-sales support matters.