Pottery Barn Reviews

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.

I am truly dissatisfied with the recent quality of Pottery Barn items and their returns. Due to items shipped to me not being quality items as expected from Pottery Barn and items that I felt proud to gift for Christmas, I returned them. At no point while submitting the on-line return process, was I informed that there would be a charge for returning these items. On January 6th, after waiting patiently for almost 2 weeks after the tracking indicated that the items had been received with no appropriate credits to my credit card, I contacted customer service. The agent informed me that when items are returned there are shipping charges depending on the reason for return.

Updated on 02/17/2026: Second review with the same order. My order with PB was initiated back in late Sept., 2025. It was for a white bed/dresser (matching). Upon ordering the website claimed the items were in-stock and ready to ship. After paying for the items I began receiving emails stating the items were backordered. I began receiving updates on ship dates every week or two. My original delivery date was supposed to be early Nov., 2025. Later emails state delivery ranging between December and March 2026. Every time I phone and try to receive assistance I get the "run-around" and shoved off.

Where do I begin? We used a designer (joke) and ordered $22k worth of furniture in August 2025. The so-called designer entered all our information incorrectly on our order and was always too busy to change it. Come December, only a few pieces are available for delivery. Dresser, 2 night stands, sofa - all damaged and returned. Dinette table on back order. No date for delivery.

Do not buy from Pottery Barn, they do not stand behind their furniture after one year. Shop at Crate and Barrel, they stand behind their furniture as long as you own it. Pottery Barn is a scam. Beware.

Pottery Barn - Bait and Switch - advertise a clearance after Christmas https://www.potterybarn.com/products/folsom-round-nesting-coffee-tables/?subGroupId=folsom-round-nesting-coffee-tables-SPAF-finish-remainder BUT...the product does not include the nested table plus is less than expected size.

My husband and I purchased the Banks extending dining table with our wedding money. It was expensive, but we thought Pottery Barn was a high quality store and it would be our dining room table forever to share memories with our future family. After less than 6 months, the finish starting to disappear in multiple areas on the top of the table. We have been so careful with the table, never used any harsh cleaning chemicals, put anything hot, etc. I called Pottery Barn and they told me there is nothing they can do - "it was not a delivery issue." I was very disappointed. I was then stuck with the damaged table, and decided to put a tablecloth on it 100% of the time. Somehow, after months of having a tablecloth on it permanently, it has gotten worse. So I called again.

I am extremely disappointed with both the quality of this backpack and the customer service response. I purchased this backpack in July for the August 2025 school year, spending over $100 expecting the durability and quality Pottery Barn is known for. After only four months of normal school use, the backpack began coming apart at the seams.

Pottery Barn delivered my kids bed mid-December. This was over $4k loft bed that we thought was little expensive, but my daughter loved it so went with it. Delivery came and the guys assembled it horribly; it's a loft bed and it shakes too much; she can't safely stay up on the bed. We looked into the bed a bit. We found have screws missing. A lot. In some areas, screw are even mis-drilled so we have multiple screws just poking its end out, not going in where they should. We inspect further and find the product itself has a lot of dents and black marks. Immediately filed complaint.

If you are considering the winter wreath quilt from Pottery Barn, please consider this first. The wreath and all the stitches (such as the chicken stitches) on the wreath are Printed, they are NOT quilted, and details and image doesn't give enough information to know that. Additionally, the image on website looks as though it is white background, it is not it has tiny lettering which are beige in color and casts a beige tone to the overall piece. Some hand applied items are present, on top of the print, but description and photos are sorely lacking to make a good informed decision. Certainly not the quality of the quilt I purchased in 2022. I was told I would Not be charged for return by (at home) customer service. Customer service may be another issue I asked if working at home, "yes", asked to please sit down as he was cutting out and to please focus on call, He did and proceeded, fine from there.