Pottery Barn Reviews

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.

We were really excited for our new benchwright table to come in. For the price, I was quite disappointed in the workmanship of the manufacturer. One side of our table has defects all along it that were not caught before being shipped out. Some of it is more minor so I could see how it was missed but one part is completely cracked. It took us weeks to get the table and the only solution was exchange it and wait again. The table is already assembled and we didn't have to wait such a long lead time to get another one and disassemble the current. Disappointing. Probably won't order any big furniture from Pottery Barn again.

I purchased a nursery bedding set on Dec 29, 2025 for 139.97 and paid an extra 16.00, for it to be personalized. Delivery is not until Jan 8, 2026. I looked at that same nursery bedding Jan 4th and it was now half the price at 79.91. I called customer service and they said there is nothing they can do for me. But I can buy the set again and return the original. I reminded the Rep that it had personalization and shows no returns. All he could say is, "Sorry, we can’t give you the sale price." It feels like they do this because they know I can’t return it.

but said they there was nothing they could do, just wear and tear! Not happy with this purchase. Beware of swivel chairs from PB.

Ordered an item I was genuinely excited for. Order was delayed but did arrive. Reached out to 'customer support' to add a protection plan on item within returns window and was told plans are unable to be added after the initial order. Support offered to waive the shipping cost to provide a full refund due to the poor support and even worse company policy. Wanted to give them more money to protect the item, but they would not make an exception as a "return/exchange" to prevent a full refund. Abysmal experience and unhelpful support staff. I work in customer support; it's not a good look for the company customer facing, I will not be a return customer after this experience.

I processed a return for a 2 robes to ship back via UPS, nowhere does it state there will be two separate $12 shipping fees. I drove these returns back to the store instead and was informed I could not do an in store return because I processed one online, so they would have to ship them. Again, no mention of two separate $12 shipping fees. Their return process is horrible and dishonest. I was charged, in total, $24 to return two items I drove to the store. Nowhere in any of my return process was there any mention of these fees. Very shady practices.

I have just been conned out of over $400 for an online custom curtain order. I ordered back in October and have been getting emails telling me the order is delayed again and again. I finally called to cancel since the next delivery date given is Jan 9th. I got a work from home customer service person for Williams Sonoma.

Ordered King fitted sheet, 400 thread count organic percale, $70. Scratchy and uncomfortable, just like the cheaper ones I ordered from Amazon. Do not waste your money. These are not quality sheets. The Pearl blue color is more of a silver gray.

I don’t know why I keep ordering from PB. I do like their decor - that is, when I actually receive them. They have serious shipping logistical problems they need to figure out. I ordered 4th of July decor in early June with mid June estimated delivery and items came late July. Frustrating - guess will use for next year. Again at Christmas - ordered items decor early November and still have items on Dec 24 not delivered. Tracking info says not even picked up by UPS? Delivery is horrible and no communication as others mention when dates move out. For a high-end brand, they need to step it up, or loyal customers will continue to leave.

I ordered a bar cart from Pottery Barn and it was shipped on December 8, I did not receive it on the dates they gave on their site. I have talked to several customer service people and no can find where it is, one person thinks it’s still in a warehouse somewhere and it was never put it on the delivery truck. I received a phone call from PB and that person did not know where it was but wanted me to know how hard the people work in their warehouse. I would like one of those hard-working people to load my bar cart on a truck and send it to me. If no one can find my bar cart how about getting another one and SEND IT TO ME PLEASE! I have given up ever seeing it at my house, for sure by Christmas. I do not suggest doing business with Pottery Barn.

I purchased a gallery wall frame ($400!) that came with NO INSTRUCTIONS FOR INSTALLATION and NO HARDWARE. I obviously want to get this hung on the wall, it is close to Christmas and I guess they figure they already have my money. I talked with customer service two weeks ago and she was pretty shocked that it had no installation instructions or hardware, I told her that I would figure out how it was hung but I NEED THE HARDWARE. It is quite a heavy metal piece and I would like the hardware that was supposed to be included with it. NO RESPONSE. This is now beyond ridiculous; I have been a truly dedicated return customer and have spent many many hundreds of dollars with Pottery Barn.

We recently moved and were excited that we could afford to purchase Pottery Barn furniture. We ordered bedroom furniture for our two boys and for our master bedroom. The estimate given on the website was completely false. The timeline kept moving. Once we finally received a notification that our furniture was coming it, 4 pieces were not on the truck. The delivery company was very unprofessional. They did not put shoe covers on and I spent an hour cleaning mud out of our carpets. The quality of one of my son's furniture was so bad, we decided to return it. That process was not easy because you deal with PB customer service and then the delivery company. They showed up without any notice they were coming. It's going on four months of dealing with this. They finally bring our master bedroom furniture and one of the nightstands is broken. Still waiting for a new nightstand to be delivered. We will not be customers again!

Received the wrong order. Chat agent didn't understand that I received the wrong item. She said that the order number on the invoice already had an item return request. Said she couldn't verify that I received the wrong item. Why would I be chatting with her for 20 minutes wasting my time for a correct order?

I am a new customer and I bought curtains and hardware. Order placed on Oct 31st at The Woodlands store. Order **. The store staff needed training. Thankfully I got referred to one of the few long time associates who helped me navigate how to place the order correctly. Hardware arrived as promised within a week of the order. The curtains themselves were supposed to arrive on 12/11/25. On 12/15/25 the inbound call center agent told me they should arrive within a week as the vendor is shipping directly and the items were in customs which usually takes 2-3 days to clear. Today as I follow up the inbound call ctr agent tells me the new delivery date is 01/23/26 and that she doesn't have any info. A retail company must be able to control its fulfillment and logistics operations.

I am very happy with the sleeper sofa that I purchased at Pottery Barn in the summer of 2025. The sofa is very attractive, roomy, comfortable, durable and was well-priced. I considered sofas at other chains and am extremely happy that I selected Pottery Barn’s product. Delivery in the Washington, DC metro area is through Williams Sonoma (merger/co-owned); Erick and Alex did an outstanding job on delivery and setup.

Purchased a tree topper and it was very cheap looking, I filled out info for label, did not read anywhere that I would be charged $30 for a return label on a product that looked like a kids piñata, I called CS and she said it was in the description for both $30 and paper mache, said there's nothing they can do, I've never once had to pay for a refund label anywhere in my life, so basically it cost me $30 and I had zero to show for it, she was not willing to work with me even after seeing I had bought thousands of dollars worth from them in the past, plus getting ready to buy a $1200 light fixture, not now.

Bought in October online the set of 4 Stewart plaid stemless champagne flutes for $66.00. They were on backorder and I just received them yesterday. When I looked at the box they were priced $48.00? These were on back order due to high demand, so there are a lot of customers out there getting gouge an additional $18.00 for glass stems with a crystal price tag!!!! Buyer beware!!! Returned!!! Not worth $66.00!!!!

(Order No. **). I am really disappointed with the quality of this product (24" teak shelf). It clearly has saw marks left in the finished product. None of the example photos for this product look this way. I attached photos showing the saw marks. I really thought Pottery Barn was known for better quality. In addition to the poor quality of the product, the customer service options are non existent. That product is not returnable or exchangeable.

Had a chair ordered on Nov 29 with an expected delivery date of Dec 10. That shifted to a window of Dec 15 -29. The chair arrived at Fidelitone on December 5. We called PB customer service on Dec 9, who said it would arrive at the early end of the window as takes 3-5 bus days to ship -so it should by Dec 10. Now, on Dec 17 with no chair, we called back and they gave us Fidelitone's direct number - who say it will arrive at earliest on Dec 30. No way to get it earlier. No, we cannot pick it up. And PB has offered to.... "send an email" to them that they will respond to in 3-5 business days...or... on Christmas. No resolution. No explanation. No support. NO customer service. We ordered with a 15 day buffer and it will still not be enough and NO ONE cares or will do anything to actually help. I'm honestly appalled by the lack of responsibility that PB is taking. This is truly enough for me to give up our PB card we've had for over a decade.

Placed an order in November for a bedframe that was “in stock and ready to ship” with an estimated delivery date of the end of December to beginning of January. The “in stock item” I purchased suddenly went on back order and every time I call, the date they gave me for when it will be back in stock gets moved back a week. Customer service is extremely unhelpful and tries to get you off the phone. I have a feeling I’m never getting this bedframe. Never again will I order from here.

Ordered a console table that took months to arrive. Spent considerable time putting it together and then noticed that it was damaged, poor quality. Called customer service and they offered to send me a new one. However, I’d have to spend considerable time again putting the new one together. Customer service was so poor that they couldn’t throw in assembly service for the replacement product. Damaged, poor quality, and poor customer service. Never again.

I ordered a chair for my grandbaby as a Christmas gift, with a promised delivery date of December 19. Without any notification whatsoever — no email, no phone call, nothing — I later discovered on the website that the delivery date had been pushed to February 26. Finding this out on my own is unacceptable. I contacted customer service to ask why I was never notified, especially since this was a Christmas present. While the representative did offer an apology, it felt completely indifferent and scripted. The only solution given was, “It’s backordered — do you want to cancel?” There was no real concern, no attempt to help, and no ownership of the problem. Pottery Barn is clearly not the company it once was. A brand at this level should understand that communication and customer care matter. Experiences like this are exactly how loyal customers are lost, and it’s disappointing to see such poor service from a company I used to trust.

I placed an order with Pottery Barn on December 4, 2025, and was given an estimated delivery window of December 18–22. However, when I checked my account on December 10, the item was suddenly listed as backordered, and the delivery date had changed to April 20–22, 2026—four months later. No notification from Pottery Barn.

I was extremely disappointed with my recent Pottery Barn experience. I ordered two bathrobes, but the wrong one was delivered—complete with someone else’s initials. When I called customer service, I was told that the robe I originally wanted was no longer available, so I would be refunded and sent a return label. While I appreciate the refund, I’m now responsible for finding a printer, boxing up the incorrect robe, and making a trip to UPS during the busy holiday season. This was a mistake on Pottery Barn’s end, yet I’m the one inconvenienced, without any offer of compensation beyond the refund. Not only do I have to make time for an unnecessary return, but I also can’t get the robe I originally selected. Overall, this has been a frustrating and disappointing experience, especially during the holidays.

Our delivery of custom furniture was completely botched. Complete fail. Have confirmation notice but no call, no text and by 9 am in day of I called delivery who had no answer except there was a hold in place. Next available date given is a month out. Lost wages for full day taken to be present. Our living room is without furniture (because we had old items picked up the day before delivery. Customers be warned.

I will never purchase anything from Pottery Barn, especially, in Durham, NC. The staff is rude and inept. I purchased a chair on 8/23/25 for $811.06 and agreed to a delivery date of Dec 21, 2025 through Jan 8, 2026. I later received an email on September 16, 2025 indicating a different delivery date listed as January 16th thru February 5th. I contacted the merchant on September 15, 2025 regarding delivery changes that were made. I explained the first dates were acceptable since I had a gathering planned in the middle part part of January but the other dates would absolutely not work. I then decided to request a refund but was denied because of being told that the chair was being made overseas. I immediately contacted my credit union and they worked effortlessly in getting my credit card refunded.

I bought a sleeper sofa 2 years ago, from Pottery Barn. 10 months later, under warranty a hook, one of many, that held the support for the mattress ripped away from the support. A repair company, sent by PB, 'fixed' the torn-off hook which broke because of a fault in the construction of the sofa. Long story short, now not under warranty, the same exact hook pulled away from the fabric that supports the mattress. The 'managers' refuse to talk to me because the warranty has expired. Same EXACT situation because it wasn't properly repaired the first time. Lots of companies sell furniture. Steer clear of this one. (2 stars because I like the look of the sofa and the fabric is great.)

Pottery Barn is all about corporate greed. I placed an order for over $800 worth of items this past weekend. I tried to cancel one item via virtual help. No luck. Same with customer service reps early this morning and their supervisors lied and say the item cannot be canceled because it was already on its way to UPS. 11 hours later, this item still has no tracking number like other items in this order do. I was lied to because they didn’t want to cancel this particular item ($240).

Ordered items and they did not tell me that they would not deliver the order until all of the items were in, I had to call multiple times to get the ones that were ready to deliver, delivered. Finally got them to agree, but it took multiple calls and people. Couch finally arrived, after two days, lumpy!! See picture, waited two months for this???

I just bought the Queen size of the Sorrel Sheet Set and an extra set of pillow cases. They are visually beautiful, but after washing them I put them on my bed before going to bed. They were the most uncomfortable set of sheets I've ever slept on. So rough and uncomfortable. I just tried washing them a 2nd time to see if it would help. Incredibly disappointed for what I paid. I finally looked and found that they were 200 count sheets which explains a lot. However, for the price, they should be a much higher thread count.

Furniture delays - no ability to get an answer on when furniture will be delivered. Already TWO MONTH delay. They have set up their Company with ZERO accountability. They do not have a review spot on their site and zero idea when my furniture will show up.

I bought the Big Sur couch with the down wrapped cushions. In three days, I opened a service ticket because the fabric was wrinkled and the cushion was already sagging. They sent a technician out who determined there wasn't anything faulty with the couch. I escalated the ticket to the directors of the company as well as the manufacturer. I was asking to replace the cushions (I would use the same covers) but was denied. I was told that these cushions need constant maintenance including flipping, fluffing and rotating - none of this was mentioned to me by store personnel and there is absolutely no mention of this on the website.

Bought the Arden Tree Blanket because it was the perfect color for my elderly mother's bedroom and it looked good online. But it is made of 71% polyester, 20% acrylic, 5% wool, and 4% elastane. This makes it super stretchy. Really stretchy, to the point of it being unmanageable when trying to fold it and straighten it out. It's impossible to handle because it's like silly putty, going all over the place.

Our experience was very similar to others regarding the delivery and installation process and Pottery Barn’s lack of attention to detail, follow-through, and generally abysmal customer service. The delivery and installation process is a huge headache and Pottery Barn does not stand by their service or process. We ordered a sectional couch, and one piece arrived with feet that are the wrong height. It has been two months and this seemingly simple issue has still not been resolved, even after spending hours on the phone with their customer support teams and escalating multiple times. Never again.

Pottery Barn used to be a trusted retailer. Will never shop there again. Took nearly $10,000 of our money on the promise of delivering furniture within a few weeks. Didn’t hear from them for months. Finally, they announced they would be delivering furniture sometime next year. Next year? After promising delivery within weeks? Complete Fraud and complete joke.

Purchased a backpack from PB Teen in March 2025 and already it is falling apart from normal wear and use from an eighth grader. The handle strap on top and one of the shoulder straps have come off and can no longer be used. I opened a chat with the company requesting replacement since since the bag was purchased only 8 months ago (and completely unused all summer) and this was the response: "Unfortunately, this damage could be considered normal wear and tear for a middle schooler, lockers, bus rides, heavy books, etc, so I would not be able to set up a return and replacement for the back pack. I am so sorry about this." This is completely unacceptable considering this backpack was over $100 and is being used in a completely normal way. This product should not be falling apart after only eight months of normal use and this response makes absolutely no sense. Beware when buying any products from this family of companies.

Just bought gingerbread snowflake plates and picked up only days ago. They will not honor the new sale price of $20 EACH set plus the taxes. This is only days difference in the actual purchase. Had I picked up Friday vs Thursday after no problem… this is total garbage. I will NOT be purchasing from the overly expensive store again. They went to $40.99 per set!!!! Total crap Pottery Barn.

Like Walmart, PB uses cheap vendors. I had no idea and ordered an expensive - $463 - mattress topper, mistakenly thinking it would be high quality. Three months later, I still haven't received it and PB won't give me a discount and now won't reimburse me today because they want to wait to hear from the vendor. So, I'll hear from the vendor in 5-7 business days and then maybe be reimbursed, if the vendor agrees. Meanwhile, I received no written confirmation of my call or my request to cancel. This is my third time calling and they simply don't care and cannot even tell me if I'll ever receive the product purchased 3 months ago! No discount offered, no automatic refund, no guaranteed delivery. TERRIBLE CUSTOMER SERVICE, SLOOOWWW DELIVERY & PRODUCTS THAT NEVER ARRIVE.

I purchased several new living room and dining room pieces. Though generally happy with my purchases the delivery process was a nightmare. I ordered items mid August and am still waiting. Lastly I ordered an Isaac chair sight unseen and am very disappointed. I paid $750 for the chair that is now on sale for $195. I ordered upgraded upholstery and when it arrived it was small, cheap and hard. It is so light it slides back every time you sit down.

Ordering simple towels from Pottery Barn has become a nightmare. I reviewed a part of my shipment and not all of it. I have called several times, now they are saying that it is UPS responsibility. They want me to file a claim to UPS for a package that I can clearly see on the website that they never packaged and sent. UPS will not pay them for a package that was never packaged and sent and so I am stuck with having spent hundreds of dollars at Pottery Barn and got nothing but a headache and much less money in my pocket. Do not buy from them!

I am extremely dissatisfied with the customer service I received. I placed an order for a Christmas runner which was delivered on 11/29/25, the price went down $20 on 11/30/25. Pottery Barn would not honor this price adjustment. Now I have to buy a new one and return the old one and its so much more work for me this holiday season and the same outcome on Pottery Barn. Try to show a little compassion and leniency when in the end, it would be the same outcome for you. Order number **.

My advice is don't ever buy anything from Pottery Barn! SLOW delivery! You would think they use horse and carriage. The store staff provide different information than online and the online laugh it off saying that the stores often provide incorrect information. Return a faulty item (and so much of their furniture is such poor quality), the wait time is about a month for a refund even though their return hub is a half an hour drive from my home.

Where do I begin, I purchased almost $10,000 worth of furniture for my dining room, the Banks style dining room set... Plus 2 Fulton upholstered chairs and 2 Banks chairs and the Banks bench, along with Remy swivel chairs and 3 section Modern Farmhouse console. I am on table #5 being delivered damaged!!! They have on display a Beautiful Banks table with NO cracks no flaws...beautiful pecan color. My tables have been white washed colors and rough cut piece down the table top where the FAKE wood comes together enough to give you splinters when running your hand over it. After speaking to many people from this company, (the store employees have gone out of their way to try to help..

I typically don’t write negative reviews, but my experience with Pottery Barn has been so frustrating that I feel compelled to share it. I ordered a rocking horse for my grandbaby's first birthday in early September, expecting it to arrive in time for the celebration in October. Instead, it was delivered in mid-November, well after the party. When the box finally showed up, it had some kind of disgusting oil all over it and the oil had a terrible, overpowering odor. I was in a hurry to get to work, so I quickly brought it into my new apartment without inspecting it. By the time I got to work I realized that the awful smell had clung to my hands and clothes, but I couldn’t pinpoint the source until I got back home. My entire apartment reeked!

Furniture delays, undefined return policy, poor customer service, missing parts, damaged delivery. This is from a single experience with them. I am not sure why people think highly of it. The bed we got had poor frame support that I had to actually modify its base to strengthen it.

Purchased the Owen Pedestal Table 1 1/2 years old. I had a small post it note on the table and it literally ripped the cheap poor quality finish right off the table. Pottery Barn not only does not have a touch up paint for their table but also will not stand behind their poor quality furniture. A post it note should not take off the finish on a kitchen table especially when they advertise as follows:

Pottery barn lacks customer service, back ordered my item when there was plenty of inventory available. Several attempts and communication was made with customer service and all pushed my concern and questions about my package by “following up“ the next time and never answered my question or whereabouts of about my order. I was also never informed about my package being delivered to store either. Just poor lack of communication entirely from the company. This will be my last purchase from Pottery barn as I will be taking my service elsewhere!

Horrible, horrible, horrible customer service!!! Unbelievably horrible. Purchased a digital gift card. l and gave it to the recipient. Then I get an email 2 days later saying it was voided. After I already have the gift. I call back, spent hours on the phone trying to talk to a supervisor, she says I need to rebuy the card. She offers an additional gift card for all of the trouble. I then never get either on, spend hours and hour on the phone trying to figure out where the gift cards are, no one can help me. Find out the second card I bought was also voided and still, after getting a confirmation number and receipt, never received the additional compensation gift card that was issued.

This is the second time I bought a power recliner from Pottery Barn. The first one arrived broken and customer service refused to replace it stating that their policy was to fix it. Since the frame was bent and the chair was 2 inches lopsided, I indicated that I wanted a new replacement. They refused. I had to get my credit card company involved.

I would keep in mind that Pottery Barn no longer allows customers to review purchased products on their website. This is a sign that they don't stand behind the quality of the products they sell. I recently purchased a water bottle for my son and the lid broke less than 2 months later. Pottery Barn does not sell replacement lids and, because this was outside the 30 day return window, they would not do anything. But, for a very expensive water bottle it is disappointing to get less than two months of use out of it.

I ordered a twin-size Camp bed on 9/6/25. It is now 11/17/25 and I still have no bed for my 4 year old. I’ve called customer service 6 times and every time they say it is ready to ship and that it is difficult for them to cancel it at this point of the shipping process. And every week my delivery date gets pushed back and I have to call all over again. Only 1 out of the 6 customer service representatives apologized for the delay and offered no other support or options. The bed still says in stock online with estimated delivery dates within a week. That is 100% misleading.

I usually get my linens from PB. I love the quality and durability. Most of the time I order them online but this time I was close by the store located in Fair Oaks Mall, VA. There were not that many customers and probably 3 or 4 employees. My friend and I waited to be ringed up for almost 30 minutes and no one even said that they were going to be with us. They ignored us and when I asked one employee if there was another person who was able to assist us, she looked around and said "I'm afraid not". We left the store right away. It's really inconsiderate with the customers not to show courtesy even if they are "that busy". Especially when it's a very expensive store that should treat their customers with white glove service.

After delivery tech left and sat in it to enjoy later that evening I thought the swiveling of the chair causing a vibration and fairly loud noise was unusual and not normal.

I purchased 4 Indio Wood Single Chaise Lounge frames, gray driftwood, on October 27, 2021. This purchase was $5838.72. Order #** along with 4 Indio Single Chaise Cushions for an additional $2242.51. This is a lot of money to spend only to have 2 of the lounge chairs literally crumble within 3 years. See images. The damage was so bad I even had them checked for termites- none were found. The issue was simply poor quality construction and lack of protection. Since only 2 of the 4 chairs disintegrated, I believe it's a quality control issue. These chairs are supposed to come with a protective top coat which I believe was missed on these 2 chairs.

They deserve a negative -10000. The worst company to buy furniture from. The waiting, the lying, the false information. The wrong numbers given. It's just disgusting. I've ordered a bed, 2 dressers and 2 nightstands. on august 14th. It's November 10th and they have not delivered nor called to schedule. It's truly the most frustrated I've been. None of the customer service people are helpful. They pretend to be helping you but in reality they don't at all. They pretend to type in numbers or request for you but they don't.

The customer service I experienced was outrageous. The woman kept saying unfortunately.. must have said it ten times. She was trying to blame the issue on the time of year. I was guaranteed my furniture would be delivered before Thanksgiving. I told every store I went to in order to purchase a chair, that was all important and to not sell me anything that would not get to me by Thanksgiving. I sent need it after. The woman and I spent a long time researching all the chairs to make sure they were in stock, ready to ship. I picked out a chair/ fabric solely on this criteria. The online time frame says 1-4 weeks. But I ordered it from the store at short pump because the lady helped me to pick it out.

Exhaustive customer service experience with a defective table issue. All I was looking for was a solution but was flat out told it was my fault for using mild soap and water to clean my Toscana kitchen table and that was the cause of wearing in a small area of the table. All I want is it to be fixed. I don’t even wanna replace it. I only had the kitchen table for four months and spent $2600 on. It looks worse than the one I had previously had for 25 years from the Z Gallerie.

I purchased a sofa the York in November of 2024 and received it in January of 2025. We had it two months and the feathers started coming out of the cushions. I called customer service about the sofa and after three lengthy calls with them and promises to call me back nothing happened. They denied my claim stating that it was normal. I literally have anywhere from 10-20 feathers come out of all my back cushions daily. Can you imagine what it will be like in a few years? The sofa is horrible and the company does not stand behind the product and they lie to you and tell you they will help you and call you back and they do not. I will never purchase another sofa from them. So, please be careful with their furniture. Some are good and some are REALLY BAD.

If I could give them one star, I would. I ordered a sectional couch back in September and it arrived on Wednesday. It was the wrong couch. I was beyond frustrated - we had been without a couch for months, sitting on my lawn furniture, with 4 kids. I immediately called my local Pottery Barn and they advised me to reject delivery, which is what I did. I then call the main PB customer service number, expecting a simple fix - to send the right couch - but, no. I was told this must be cleared by general management...because it's a return?? How can it be a return when they sent the wrong couch?? And days later, it still has not been cleared. So, now Pottery Barn has both my money (almost $8,000) and my couch. I think most people would call this outright theft/fraud.

Do not purchase online from then unless you want to be charged triple the amount of money. I purchased a wedding present off a registry for $156 and was charged almost $500 in holding. They would not do anything about it and my account was made negative because I was triple charged for a purchase. All I got from customer service was this is just the way we do it to make sure we get our money from the account. Worst experience ever will not be purchasing from them again ever!

Worst experience ever. Bought a beautiful sofa. My fifth one from Pottery Barn. The quality that showed up was horrible. The two back pillows were over stuffed and warped. You can’t sit on the sofa because the back pillows push your upper body forward. The first customer service person knew exactly what was wrong but as we went up the ladder they flat out refuse to send two new pillows. I own a 3,000$ sofa you can’t sit in.

UPDATED ON 11/4/2025: Still nobody has reached out to me to resolve my issue. Even after they asked for my order number and I gave it to them, no one has reached out.

Will NEVER buy from this group of companies again! Spent thousands on a complete dining room set a few years ago, and due to poor quality and poor product description, I found myself needing a small part which was supposed to be a wood mortise and tenon joint. It was actually a magnet part that fell off and was damaged. Their response was no to selling me a new part, even though the product is still for sale. And no to sharing the name of the manufacturer so I could try to purchase directly. Then they had the audacity to suggest I buy another dining set from them. Poor service, poor product…NEVER again. There are far too many ethical furniture purveyors to ever choose this poorly managed group of companies! Go elsewhere!

BUYER BEWARE!! POTTERY BARN ARE SCAMMERS!! POTTERY BARN ARE SCAM ARTISTS!! Be VERY careful when ordering online from these crooks. Not only do they charge exorbitant delivery fees ($300+) for a carpet, they then scam you by suggesting an under pad for said carpet and then sneakily add another $200 delivery fee for that product (even though it costs less than that!!).

Ordered curtain August 27th and still have not received. It’s October 25. They made a shipping label so they could charge me but nothing is en route and no one can give me an estimated delivery date. I’ve called 3 times and have been given the runaround each time. No customer support email. No updates on my order regarding delays. Nothing.

Updated on 10/23/2025: We had a Carlisle tightback sofa in one of their custom fabrics delivered on 10/08/25. There was some crimping in the cushions at time of delivery that we wrote off because we thought they would self-correct after being unwrapped. That did not happen. Instead we noticed more and more quality issues. We documented the issues and shared them on 10/09/25. I was informed that “the manufacturer” was denying the sofa return, which was weird that a company's vendor would be making that kind of customer service decision. Then I realized that the vendor is actually owned by Williams Sonoma, the parent company of Pottery Barn, which seemed really deceptive on the part of Pottery Barn.

Bought 2 slip covered York sofas. The first slipcover needed to be replaced because it came apart on the zipper after the first watch. Now the other slipcover is coming more and more apart after each wash. No help from PB since it’s been 2 years, but for $8000 I expect better quality.

I ordered a bed and cabinets for my son's room from Pottery Barn back in August, trusting the brand’s reputation and assuming I didn’t need to check reviews first. Big mistake. Since then, it has been an exhausting and frustrating experience. The delivery was postponed multiple times, and once the items finally began to arrive, more issues followed. The drawers were damaged, causing further delays. When the cabinets finally showed up, the doors were scratched, and as of today, the room is still not complete.

I bought the Aubrey Storage Cabinet less than a year ago. The trim piece on the bottom has started to separate from the main cabinet. Clearly poor craftsmanship. I contacted PB Customer service and sent photos only to be advised there is nothing they can do. They have referred me to ** for me to take care of the issue myself. You would think for the price and shipping you pay they would send someone out for repair. I used to love PB but the last few furniture pieces I've purchased have been poorly made.

I ordered a curtain rod on 9/11 and it delivered without the mounting hardware (keep in mind a rod costs $179 without any finials). I called customer service on 9/18 and there was no way to just ship the mounting hardware so they ordered a replacement. Shortly after, I got a notification it is on backorder and each time the delivery date arrives it is pushed out another week. I called customer service and there is nothing they can do- there is no anticipated delivery date and they said they couldn't cancel it to get me a refund. At this point, I just want my money back instead of waiting months to hang curtains in my new home that has none.

Hi all. Please stay away from Pottery Barn outdoor patio furniture. I bought a (very expensive) set and the chaise lounge cover melted in normal sunlight and now the cushion is trash! Do not buy from PB!

I made a purchase of a custom couch from Pottery Barn, the Pearce Square Arm Upholstered Right Sofa with Cuddle Chaise. It was delivered on 9/12/2025. I called 9/14/2025 to tell them one of the cushions was defective. They refused to inspect it and told me to wait and see if it became more comfortable. I escalated my complaint. It has been 30 days and the supervisor has only made one call to me which I missed. I want a new cushion to replace the defective one I have. The customer service team leader, Patricia, whom I spoke with was condescending and possessed zero empathy. She was actually quite hostile. I want this issue resolved to my satisfaction, with a new cushion.

We've had two Pottery Barn Hello Kitty LED Wall lights and both stopped working, the second one after just 18 months without ever being moved. Customer service said they can't help since it's past a year, which is disappointing for a premium brand. Cute design, but poor durability and no support for defective products.

I ordered a "custom" order apartment sofa on September 13th. After receiving an updated delivery date of January 14-February 3rd, I tried to cancel. They said they would need to check with the supplier to see if it could be cancelled. This alone was absurd because it was a stone colored basic fabric that should have been in stock. Of course, I heard back several days later that it couldn't be cancelled because it was schedule to ship on the 6th. Today is the 13th and the status is "preparing to ship". My guess is that they are working with China to navigate the tariff situation and decided to leave customers hanging in the meantime. Unacceptable. Never buy furniture from them.

I had problems with a sofa fabric and discovered they'd given me the wrong fabric on my sofa. After much back and forth they would only cover 15% off my next purchase. I have an email stating exactly that. Never and nowhere on the credit does it say it is only good for 4-6 months! I went to order a new slip cover, and the discount was rejected because they stated it was over 6 months. Credit is CREDIT! They did not tell me the 15% expires in 6 months. I waited until I had the money to but a new slipcover, and they went back on their word and would not honor the discount. POTTERY BARN is awful. I hate dishonesty and they blatantly lied!

I ordered a bench and a console table on Sep 3 with two delivery dates of Sep 30 and Jan 8. The bench that was to be delivered in September did not arrive and the tracking status has been updated to ‘We regret we are currently unable to provide a delivery estimate’. I have called 3 times- the first person told me that both items will be delivered in January, the second person told me that the bench would take longer than the console but both deliver together. On trying to return the items because of no transparency and inaccurate information, I was told I could not return as I had to wait for the items to reach the warehouse so as to not lose the message along the way! This is the lady’s exact words.

We had been shopping for months to purchase a leather swivel chair. We asked the sales rep at PB repeatedly when the Irving chair was going on sale. We always got the same response "I don't know." We finally decided to buy it , paid full price plus $300 delivery (they wouldn't ship it to the store) plus over $100 tax. Three days later the chair goes on sale!!!! We called the store immediately and asked them to honor the sale price which was $300 less. They said they couldn't help us and to call customer service. The customer service department said they couldn't refund the $300, nor would they give us a store credit. We have never experienced such poor company policy!!!! Most big stores offer a 30 day price match. This is totally unacceptable. Needless to say we will never shop Pottery Barn again and will use every type of social media to share our unfortunate experience. Shame on pottery barn!

I purchased the Pottery Barn/dorm sheets 2 years ago for $200.00. My daughter alternated changing sheets with other sets and we washed on gentle. The sheets ripped and cannot be repaired or replaced. I contacted customer service and notified them that these sheets should last more than two years for the price. Customer service did not offer to do anything but log the call. Personally we purchase sheets from Pottery Barn on an ongoing basis! The quality is poor and I will not make further purchases as a result. Disappointed.

DO NOT ORDER HERE! This is not the Pottery Barn you know anymore. After placing an order and receiving part of the item, Pottery Barn determined it was an internal mistake and I would have to return it. First of all, they held on to my money until the item was returned, even though they never completely fulfilled the order. Then, they made ME reach out and set up a pickup and I had to be available and allow for a 13-hour pickup window! For a mistake that was not mine. No one offered any kind of decent support, reimbursement, anything. This place has deteriorated so much. Don't waste your time. THat's on top of bad quality. Pottery Barn is not worth it anymore.

Absolutely terrible customer service. I ordered a toddler bed for $499 and the way it's advertised when you check out it makes it look like the "white glove service" doesn't cost any extra. It was my mistake to not pay closer attention because when I clicked submit on my payment I noticed the total had about $160 in shipping and handling fees. The price of white glove service should be written out at check out and not discreetly hidden on their website. I ordered the bed at 8 pm and called the next morning first thing and they told me they can't cancel the order or change it to delivery instead (to save me money) because it's already processed. Customer service, and the manager I spoke to, were absolutely awful and so rude. Will not be ordering from Pottery Barn again unless this issue gets resolved.

Purchased the Bank's Dining Table and Chairs in Gray Wash. We've only had it 9 months and it's chipping badly. It is our kitchen table. I don't recommend daily use. If so I recommend protecting surface with glass top or something similar.

Do not order online with Pottery Barn if you value timely delivery and quality customer support. We ordered a cotton embroidered bedding set 7/2025 with expected delivery 8/2024 (4 weeks). Since then, shipping has been delayed 3 times and now we are expecting the item 11/2025. When we contact customer service to cancel they said cancelling the order was at the vendor’s discretion and refused to give us any vendor info. We now have to go through our credit card company to cancel payment.

These poufs were used a couple times over a year during family gatherings for extra seating. Bad design due to how they lose fullness with minimal use. No way to fix them other than rip open bottom to refill.

Worst delivery experience ever! I ordered an item July 6th, 2025. It said it would be here August, then September, now when I checked this morning it says it won't be here till October. Keep in mind this item was $105!

Bought the Jack O lantern pumpkin pillow…The lights aren't in right looks like it has rosacea. It's a final sale item so complete waste of money. Poor quality. Emailed them, no response. I was going to buy a table from them. I will not be buying anything now. I will never do business with them again.

We bought 2 white sofas delivered July 8 2025. There were two ink marks on the back of the large sofa when it was unwrapped. Delivery guys and us immediately reported it and I submitted photos. Communication was awful. Firstly we were told a company would come out and assess if the ink could be removed. After we didn’t hear anything, I followed up and was told the ink was not removable so they were waiting for management to approve a remake. Again, no communication so I followed up again. Was told fabric no longer available so can’t remake. They offered a cash amount which I don’t consider acceptable.

My experience with PB is always bad all around. I have stopped shopping there. Their delivery service is so bad and almost never on time. Their representatives are rude - they sent me the wrong open box item, and I wanted the one I paid for. One of their representatives that answered my call yelled at me and said “Maybe in the country that you are from you can talk like that, but here in the United States of America, we do not talk like that. We do not want your business.”. I reported this awful experience many times and nothing was done about it. Not even an apology. I was given the phone number of the top customer service guy named Willy, and despite my numerous efforts to reach out to this guy, that never happened. This company literally has the worst customer service team.

I purchased the hand woven rug from potterybarn.com - the rug after one month is falling apart. You can’t vacuum it - it pulls the rug apart. As shown in the pictures completely fraying. It looks like it is years old. Not even five month old. I am still making payments on this rug and they won’t return it. It is over the 30 day.

Purchased the large pocket watch style clock to replace one I purchased a few years ago due to broken glass. Learned the old one was a much better build quality or at least tried to be. The old model has a metal plate under the dial face to give it weight to make it appear it has better build quality while the new one does not. The back of the old model also has “Pottery Barn” engraved into the metal while the new one just has “Case made in India” and “Movement made in China”. For $90, feels like they cheaped out on a lot. Also if anyone needs to replace the parts, the dial face for the large model is 7” 1/2, it’s just printed on paper glued down and the glass is about 7” 5/8 convex.

I ordered a couch and it needed to be assembled. It’s been ready to be delivered by Sept. 2nd. The coffee table I ordered a month and a half ago that was in stock and ready to ship is holding up the order now. They don’t give you a reason. The supervisor could care less. Horrible tone on the phone. They just take your money and hold you hostage. I wish I could cancel the couch. Crate and Barrel is a much better experience and they really try to quickly get you your items. They should deliver the couch and the coffee table when it comes separate since the coffee table was supposed to be delivered by end of August, but they want to charge me another $200 for shipping.

The most frustrating experience I have ever had when buying furniture. We worked with Vitaly to lay out our room and he placed orders for all furniture. He submitted an item incorrectly (wrong finish) so they subtracted that piece from the order. When they added the correct piece to the order they charged over $300 extra for the same item (only the finish was different). We called and asked and customer service was clueless. After several calls we found out that it was a delivery fee for something that was not even delivered.

We purchased a Jake Sofa 85" in midnight color. After under a year of use, the midnight color is already coming off of the couch. We have tried reaching out to Pottery Barn team and after discussion were told that it was normal wear and tear. It looks disgustingly horrible and for a $4600+ couch, the leather should not be discoloring under a year of use. It is a couch to sit on not to look at. Do not buy from Pottery Barn as they do not sell quality, only overpriced museum pieces.

I ordered a piece of office furniture from pottery barn. Placed the order. Received confirmation in email stating delivery date of Sept 30. Have not received any updates. Researched further and discovered that item would not be delivered until Feb 2026! No contact from Pottery Barn re this. I only learned this thru my own research. I find this highly unprofessional and disrespectful.

The absolute worst. I received a damaged plate. They made me send it back in a pack of 4 before they would send me the replacement. The return was delivered yesterday and yet still shows as "return created" so they won't send me my replacements and customer service told me to "wait a few days." Suzanne is now ghosting me and I regret ever purchasing anything. The absolute worst. I thought this was meant to be a high end store. I get better customer service from Target and Wayfair. Actually, I have no problems in the first place!

This is the 3rd order where I have received “backordered”. They can’t even get a duvet cover out in time. You get one piece of your order every 2-3 weeks. One time I just had to cancel the order because they couldn’t get the table. They are the worst. They keep pushing back the order date. Maybe this time I learned my lesson. I will take back the stuff that has come in and cancel the rest of the order. Please do not order from them…too much trouble.

One star is too generous. Ordered Livingston desk and bookshelf. The bookshelf was backordered for 1-2 months but they charged us for the entire purchase, interesting. The desk arrived damaged. Called and confirmed they had a replacement and would deliver within a week. Within a few days of the scheduled swap, they emailed to indicate the order was canceled. No further explanation. We called to inquire and were told they would order parts to repair and it would take another month or two. Therefore, we canceled the entire order and requested a pick up of the damaged desk.

Updated on 09/17/2025: I was asked to provide information, which I did, yet never heard back.

I feel they are so overrated and overpriced. Quality poor in most products. I return most products due to quality and price. Some of the women working are not very nice. I had one customer service person get upset that I was touching the blanket/throws.

I should have followed my gut instinct and not submitted another order for a custom couch. However.... and even though I had recently canceled a couch order that was pushed out for delivery several times. (The latest move out date would have made this a 6 month manufacture, totally unreasonable and not true to Pottery Barn's original commitment). The furniture customer rep was very helpful and got management approval for me to cancel this custom order. So based on that help I decided to give PB another chance and ordered a custom couch and ottoman that showed an 8 week lead time and that the fabric was in stock. And that both would be delivered together.

Thank you for addressing this issue, I appreciate it. But, sad that I couldn't have worked this out directly with Customer Service.

We bought a very expensive couch set and the material. Looks horrible. Within weeks of delivery (it looked fine the first days until we started sitting on it). They said we have to wait and have them come out and replace all of the cushions, and if we weren’t satisfied then, they would help out with an exchange or something to make us satisfied. 6 months later, they finally replaced all the cushions, but after a few days, it looks horrible again. We said, "Okay, can we get that next step we talked about." They said, “no, your claim is denied. We cannot help you any further.” I am now out $8,000. What do I do?

I can't scream loud enough - DO NOT order from Pottery Barn. They take your money when you order, and then they hold you hostage. I ordered some velvet curtains on 07/16/25 and they were slated to arrive on August 6th. Then on August 6th, they sent an email about a delay until September 1. I called to cancel but they assured me the product would probably arrive before Sept. 1 so I waited while they had my $1000. I called on September 2 after the order did not arrive, and tried to cancel again; but they said the order was not "cancelable". OMG. Today I received an update that the order will arrive October 13th. I called again to cancel and they said they would enter "the request". Absolutely no confidence in this company for a refund, and now I need to dispute the charge with my CC. Just a cluster. DON'T DO IT.

I purchased the Pearce leather sofa in taupe and delivered June 4th. A month after delivery, the leather on the piping from the front of the seat cushions began flaking/peeling off. I notified the store where I placed the order and they contacted customer service. I received an email link for photos which I submitted July 18. By August 6 I had not heard back and called customer service. They said the agent had left me a voicemail, the case had been closed as “normal wear and tear” and a leather repair kit mailed to me. I did not receive the kit or voicemail.

We purchased 2 Turner Sofas with Leather upholstery last year (2024). Within 4 months of purchase, the leather started to discolor, see pictures below. We contacted Pottery Barn to resolve the issue and were told this is considered to be normal for this leather and Pottery Barn considered the matter to be closed. The company will not respond to our repeated requests for an explanation.

I ordered a rug the beginning of August. I’ve never had any issues with PB until now. I called PB customer service because the rug hadn’t shipped and it continued to say processing. When I called, I waited 40 minutes to speak to a manager. She told me … are you ready for this? “The rug is sold out and she can’t cancel my order.” So where I am now, I don’t have a rug and I’m out the money. This is unlike any Pottery Barn experience I’ve had … or any store for that matter, and it is unacceptable!!!

I placed an online order in July. They shipped me the wrong item. Called customer service and they told me they would ship a replacement asap. That never happened. I had to follow up with them 4 times. Along the way, I had to reorder the item twice. Once, it was canceled due to a mistake by the Customer Service Representative. This time, when I placed the order, I found out that the item is back-ordered until February, despite my email stating delivery within the next two weeks.

I would like to relate to you my recent experience with ordering furniture from Pottery Barn Kids and the related frustrations and dealings with customer service. On August 26, I purchased the Riley 6-Drawer Dresser and Topper in Montauk White on-line via my phone to be delivered to my son and daughter-in-law in Avon, CT. I was out of the country at the time but wanted the dresser to arrive sooner rather than later, and I saw that it was on sale for $999. During the process I did see reference to white glove delivery, but during the entire checkout process found nowhere to select that or another delivery option. Additionally, there was no indication of the cost of that or any other option. After I had completed checkout, that was the first I saw that the white glove service was $299.

I recently ordered a sofa from Pottery Barn and less than a week after ordering, the delivery date changed and was further delayed. I called to cancel the order and was told I could not cancel. I was planning to order several more items from Pottery Barn but after experiencing this poor customer service, I am reconsidering.

Looks great but horribly cheap. We bought the Big Sur couch. It arrived dirty. We spent months with their “service team” trying to get it sufficiently cleaned. First, they tried cleaning it, but made it worse. Then they decided to replace one of the covers but when it arrived, it wasn’t the right color. After going back and forth for months, they finally offered to either replace additional covers or give a refund of $900. I responded, explaining that I had zero confidence in their ability to replace the covers with the right color, so we'll take the $900 discount.

Made an online purchase and completed sale for $34.02. Later that day received an email from PayPal. I was charged an additional $9.99 with no authorization from me and no email from Pottery Barn. Illegal? Deceptive practices? Five stars to PayPal for letting me know. If you chose to shop Pottery Barn do NOT give them your card info as they can charge it after the fact and at will. Customer Service was zero help. Order cancelled.

Ordered the Holographic Ghost mirror. First one I received did not work so I got a “replacement.” When replacement came it was clear it was a returned one. You could still see half of the old label on the box. My replacement mirror was broken as well, I mean go figure. It was a returned one. Obviously Pottery Barn doesn’t check their returned items, they use them as replacements and send the problem off to the next person to deal with. I didn’t buy this item as “used” but yet sending a used item as new.

This is a complicated update. My couch was finally delivered after a delay of almost three months and four cancelled deliveries. I would still rate the company itself just one star. It is a highly unorganized company with many departments that don't seem to talk to one another, and it certainly doesn't seem to put the customer first.

The customer service I would give three stars. I talked to many of them and most were professional and polite, but didn't seem able to give me any information. I don't think this was their fault, I think they simply have the misfortune to work for a company that doesn't give them the tools to do their jobs.

The couch itself also gets five stars. It's lovely, just what I wanted. Worth the wait? I suppose so, but I wish I had know at the outset that it might take so long. My final thought is that while I might buy something off the shelf in a Pottery Barn store, or maybe even order something ready to ship, I probably won't order anything custom made again, and would advise others against it as well.

We ordered the MidCentury Loft bed and Full Lower bed set. The Pottery Barn ebsite site showed it was in stock and ready for delivery. Six and a half weeks later, the bed was delivered but included no hardware. Pottery Barn customer service tells us it will take 7-10 business days to process the claim, and if hardware kit can be found, a similar time frame for shipment. Only then can we get the delivery crew back to assemble bed. In the meantime, we are left with a bedroom in chaos.

I ordered a couch which was considered special order. I was billed and the couch is paid for. The delivery date keeps getting pushed back. I am being held in limbo. Where is my couch that I ordered 5 months ago? Also, the customer service I received when I inquire was useless & poor.

I just spoke with customer service and basically they told me sorry we are not gonna do a thing. I realize I bought these planters 5 years ago but they are concrete and for outdoors. They ran around $300 a piece and I have 2. Please do not buy these if you want them any longer than 4 years and my husband protects them in the winter somewhere doesn’t get in. Customer service is not just that. All they did was look at the date I bought them and said, "Sorry nothing for us to do." That’s horrible.

We recently ordered “custom” cushion covers for our standard, not custom Pottery Barn outdoor sectional. Aside from the outrageous pricing and 1 month long delivery times, the cushion covers finally came in and look absolutely terrible. They are loose fitting and the material is comparable to something you would buy at Walmart. Worst part is, due to all covers being “custom-made”, even though you pair it exactly with the model sectional you have, I can’t return or exchange this garbage. Pottery Barn is the absolute worst. Stay FAR away!

Poor customer service and overpriced for product provided. Products are not as advertised with durability. I purchased a $4300 sofa and within 30 days it had pilling all over the bench cushion. PB’s way to fix it was to send me an upholstery shaver and said the fabric was not defective. However the fabric was marketed to be their most durable grade.

Made a purchase from Pottery Barn open box on Pottery Barn Website on 8/7/25. Was charged on 8/7/25 $1543.29 which included item, tax and delivery. Initial ship date was 8/28-9/11. I noticed an update on the ship date on 8/12/25 to be 9/18-10/3, I called to ask why. Spoke with Carmetia and was told they had to change the distribution center it was coming from, but assured me I would have a delivery date by 9/18. On 8/19/25 I received an email the order was canceled for no reason. Called again spoke to Brandy who said item is not available.

In Oct. 23, I purchased 2 matching Wells chairs in Aviator Blackwood and ordered a matching Wells Aviator Blackwood ottoman, with a delivery date approx. 4 months hence. When they finally delivered the ottoman, it was not the same finish or color. I called to have the correct ottoman resent. Many months later the replacement arrived, and it was still the incorrect color and finish. Almost two years later, after many emails and numerous photos, No one in Pottery Barn will do anything about this mismatch. Oh, they correspond but never actually produce. They do nothing to ensure their products are correct and no interest in rectifying a customer complaint. I am a retired Licensed Interior Designer, member of ASID, this has been my worst experience dealing with a supplier.

If I could give Pottery Barn zero stars I would. Their delivery team damaged my door during a July delivery and the nightmare that followed has been unbelievable. First their claims department could not even get the damage right. They asked me if it was my floor when the form clearly stated doorframe. I provided photos and videos immediately and even went out of my way to get a written estimate from my contractor. Then after weeks of me following up they had the nerve to say they could not verify the number on the estimate instead of simply asking me for the correct contact. When I finally provided the contractor’s direct number they acted like a $480 repair was somehow an outrageous amount. Their lack of communication and accountability was appalling. I had to threaten escalation just to get any response.

We have had two separate incidents this year with orders placed with Pottery Barn online. For two separate purchases, Pottery Barn increased the cost of our order without letting us know which resulted in the purchase orders being delayed and held because we had an amount due that we didn't know about. No one ever called or emailed to let us know that they had changed the price or that our order was going to be held indefinitely because we had an amount due that we didn't know about. We have spent close to $12,000 this year with Pottery Barn on furniture and still have not received the majority of it.

I have ordered a lot of things from Pottery Barn. Most of the time for smaller things delivery is good. For furniture, forget it. When you order, they give you a delivery date but then will begin pushing back the delivery date over and over again. I ordered a couch and two chairs from them on June 10th. Originally the couch would be ready in August. Now it is pushed back all the way to Nov. 5- Nov. 25th. I also ordered two chairs that were in stock and I am still waiting for them.

We used to think Pottery Barn was a good place to buy from, however, we feel completely the opposite!! We bought a new California king upholstered harper bed that took approx 2 months to arrive. It was delivered and it had some dark spots on the ivory/white fabric, one spot was very noticeable. They set up a cleaning company to clean the spots, and it made it worse! Pottery Barn contacted us and asked how cleaning went and they claimed the spot was removed...this was NOT correct! Don't know if PB lied or the cleaning company!

I purchased the Reed bed and dresser. The bed is fine, not spectacular but ok. The dresser, however, was defective from the start. I called customer service the day it was delivered because one of the drawers didn't fully close and they were little metal pieces in the drawer. I was instructed to upload pictures, which I did, and I was promised that someone will call me. No one did. So I called back days later and they were very dismissive, and they ordered replacement parts and acted like they were doing me such a favor. They promised I'd receive a tracking number for the parts, which (surprise, surprise) I never got. Weeks passed and when I called again, the representative could not find where the parts were (the call lasted 36 minutes) and concluded that I should get the dresser replaced. Great. But not for long.

I would not recommend Pottery Barn due to poor quality. We spent around $5K just two years ago on the Banks Dining table with six chairs and a bench. The top espresso color finish is so thin and cheap that you so much as look at it and the light wood underneath is exposed. It gets minimal use because it is our formal dining table, yet it already looks bad after just two years. I called Pottery Barn but they won't do anything about it since it is over a year old. If you can afford to buy high priced furniture that is only expected to hold up for an about a year then it's an okay place to shop. But if you want your investment to last several years I would avoid this store.

I recently submitted a complaint that I want to correct. After weeks of trying to resolve an issue about Pottery Barn delivering the same chair twice that was not the chair that I ordered, they came through with a refund after picking the chair up. They sent me an e-merchandise card that was a third of what I paid and I was very upset. I didn't notice another email with another e-merchandise card. Why they sent 2 I don't know. But I am very happy to have received the entire amount. Thank you Pottery Barn. I will enjoy purchasing another chair or something else.

I ordered an open box item. It could not be shipped to me according to Pottery Barn--probably a good thing since if I had bought it at full price, the shipping would have been about $200. They could not ship it to me but I had to pay $29 + tax to have it shipped to the nearest store. Excuse me, what? Funny how Wayfair, Amazon, et al can ship you large items and not charge you $200. I've had 6-ft vanities shipped to me for free from other companies. But this is impossible for Pottery Barn, according to them. Only one way to ship it---expensively.

Updated on 08/11/2025: A representative reached out to me based on this review just to confirm that they can’t help me. I wish I could now give 0 stars. Be warned, Pottery Barn customer service is horrible especially considering they’re supposed to be “high-end".

Ordered a sectional from Pottery Barn in California. An hour before it was supposed to arrive, I received a call that the item was ordered by the store incorrectly (the sectional was upholstered, with the add-on chair being slipcovered). They called to inform me that they would have to correct the items and wait for the vendor to call them back and that they would be in touch ASAP. We had gotten rid of our old couch that morning to make space for the new one, and are without furniture at the moment with a 3 year old at home.

I recently purchased the Pearce sofa. It has not been delivered yet. After I purchased the sofa I decided I wanted to purchase the insurance for the sofa. I was told that if I didn’t do it at the time of purchase that I couldn’t get it. I was never told that at the time of purchase. I am upset and frustrated that I cannot get the insurance for this large purchase. The folks at the store were very dismissive of me and said they couldn’t help me. Where is the customer service?

We purchased the Linwood bedroom set from Pottery Barn on June 7, 2025. There were items on back order so we waited until the last week in July to receive the order. When the order came the bed frame was broken. The delivery company left the other 4 pieces and returned the bed. When we called customer service (multiple times) they stated we refused delivery of the bed. We explained we did not refuse delivery the product was defective, and in fact it never even made it into our home. Regardless, we stated we still wanted the bed to complete the set. We were then informed, we would have to wait until December of 2025 to get the bed since it was now on back order. We inquired why we would not go to the front of the line since we already waited for 8 weeks.

Please DO NOT ORDER ONLINE from this company. This is the second time I've had issues with canceling an order. Unfortunately, I initially assumed the first instance was a one-off, but it seems that this issue of delayed vendor shipping is pervasive. I feel the business should be more transparent about the fact that they order from overseas vendors with whom they are unable to contact directly for further shipping information or to cancel an order.

If I could give this company zero stars, I would. I ordered a book bag for my son, and the embroidery arrived completely crooked. When I reached out to customer service, they suddenly claimed the bag was out of stock and said there was nothing they could do. I explained my concerns and asked for options, and at that point, they told me they would comp any replacement book bag, given the inconvenience. I was told to go ahead, choose a new one, and call back to process the exchange.

The website says when you can expect the item but it literally means nothing. One of my items has been showing preparing to ship for weeks and they refuse to send my other items until the other item makes it from the west coast to the east coast. I've been waiting for my items for a month already.

We ordered office furniture and the wrong pieces were delivered. It took a month to get the "correct" piece sent to us. Once this piece arrived, it was once again the wrong piece. Customer service was not helpful at all in terms of a compensation and wouldn't even consider a compensation until we had a successful delivery... which we can't seem to get!! In fact, customer service seemed as though they were angry with me on the phone! It has been over 3 months and we are still awaiting our successful delivery. We asked for the correct pieces to be rushed, but were told they do not do this. It's disappointing to pay this much money and have such terrible service. I advise against ordering from this company.

Ordered King duvet insert from Pottery Barn store in Colorado Springs. Each month when it is to arrive it rolls over another month. It has been 4 months. This is very poor quality service. No explanation from Pottery Barn. Order #**. Does anybody out there know where my order is? If you can’t fulfill a small order like this in 30 days customers should be told up front. I can get a duvet insert on Amazon. They are always reliable.

In the fall of 2024 I ordered the Big Sur square arm sofa with double chaise lounge sectional, (plus an ottoman and a coffee table) that was delivered in January 2025. A few months later we reported that the Sunbrella fabric on the back of the sectional sofa had flaws (indentations that didn’t smooth out). The fabric was loose and also wrinkled a lot, it looked terrible. Pottery Barn customer service was resistant at first but agreed to repair the sofa fabric after seeing photos. They came and took away the entire sofa double chaise sectional. For over a month we had no information on our sofa, no one had communicated with us on what was being done, how it was being fixed, nothing.

I ordered a vanity from Pottery Barn and a dresser. The vanity had a hole they tried to patch up with wood filler but made me replace the entire item instead of just the damaged drawer. The dresser arrived filled with sand, damaged hardware, and drawers that wouldn't close due to the sand. The sand ended up scratching up my brand-new hardwood floors. Again they offered to replace, but there is no quality control on their furniture anymore.

I ordered a Buchanan modular couch April 16th, it was expected by the end of June at the latest. It was then pushed to between July 19th and July 30th. Again, come and gone and I am now being told by August 19th. I have talked to customer service several times and been told they don't know, there has been zero effort to figure out what's going on or where it is.

I am utterly disgusted and disappointed. I ordered a bedroom set in January and did not receive one of the night stands when it was delivered in March. I have one night stand, a bedframe and two dressers. We called and followed up multiple times and were promised the night stand was coming that it was still being made and that we would get it. The night stand was even still for sale on the website. We were told it was backordered but it was coming and not to worry. Today, over 6 months after we ordered, we received an email that we will not get the second night stand that completes our bedroom set. The customer service lied to us over and over again for months and now I am being told I need to call back because there is no manager to help me. For all the money I spent I cannot believe they cannot help me solve this problem or call me back, I need to call. I will never buy from Pottery Barn again. My bedroom set is ruined and I am distraught!

PB told me to return my defected PB floor lamp (would never stand up straight) for merchandise credit of the cost of the lamp ($200), then sent me a mailing label to return it, then called me the next day (after I had already dismantled the lamp, purchased a large box and boxed it up) and told me that they were no longer going to give me the merchandise credit for $20 but, instead, were going to give me $20 off a future purchase. This is ridiculous. It's not my fault that I was told one thing one day and then I was told another thing the next day. PB needs to fulfill their promise to provide me the $200 merchandise credit. I am a longtime loyal customer. If I had known they were going to renege on their promise, I wouldn't have spent the time dismantling the lamp or money ($25) on the large box to mail it back.

We placed a custom order for a sectional and couch after carefully selecting fill and fabric in-store with upgrades for down fill to increase comfort. What was delivered is NOTHING like the showroom models. We have 2 completely unusable pieces of furniture because they are that poor in construction and comfort. This is a total bait and switch and change of manufacturing. Despite multiple attempts at resolution, Pottery Barn has ignored our request and failed to return our calls and emails. I was offering a very reasonable resolution of store credit for over 8k in poor merchandise. This is not the Pottery Barn we once knew. Make it right @potterybarn.

My child loves everything Pac-Man. We finally found a backpack that fit his size and style. Unfortunately, after really looking forward to receiving said backpack, his name is embroidered crooked. It looks like a reject item.

We ordered a Tyler recliner in taupe after looking at all available swatches in the store. No furniture in store to compare to or actually see taupe in person. Got the recliner and does not match the swatch. The label on the chair says it does, but in reality it looks gold, not light brown. Sent pics to prove my case. Spoke to Lorri ** at PB and since it was "custom built" they will not do anything. Relayed to her that we don't want a refund simply a pickup of the new chair and credit so we can immediately order a recliner in a color they can better match. So basically they get a chair they can resell and we want to give them 500$ more to ensure us getting a better color we can trust to be right. We had just bought two recliners from them in the past six months, so we were a real customer before all this ever happened. Lorri ** with PB again said no to any compromise.

I purchased a dining room table and chairs for my new home in March 2025. 3 months later I reached out to request an update. The table was still not in available. One month later I again reached out and was told it was ready and awaiting a delivery date. Pottery Barn customer service referred me to Ryder to coordinate the date (not sure why I had to do this numerous times). Finally taking the day off work I awaited the delivery, 5 months after ordering. Ryder came to the door with only the chairs. I refused the delivery and called customer service again. She was professional and the call lasted approximately 30 minutes. She said I would hear from Ryder within 24 hrs. Again, no word, another call to customer service and a different story.

Despite our better judgment, we ordered an office chair from Pottery Barn on June 28. We only ordered because the chair was "in stock, ready for delivery" (though I cautioned my wife that likely wasn't true). Pottery Barn sent an email with an initial delivery date of July 11, then July 18, then July 25....and now August 4. It allegedly has been sitting in a nearby warehouse, though I'm doubtful that's accurate.

I ordered a backpack on June 24, 2025, and had Pottery Barn personalize it. When I received the backpack, the embroidery was super tiny and the treads were broken on one of the letters, it looked nothing like the picture. I called and sent pictures, and they agreed to issue me a replacement and assured me that a supervisor would handle to embroidery on the replacement. I was to send back the damaged item, which I did the very next day. I received the replacement, and its embroidery was off center and went through the leather patch. I do not know how any supervisor would pass that work through quality control.

I have ordered so many items from Pottery Barn because I like the products but I constantly receive massive shipping delays after the orders are placed letting me know something that showed it was available and in stock, won’t actually be delivered for months. It’s very frustrating and misleading to sell items with one ETA and then change it by months after your purchase the items.

Suzanne did an amazing job getting this resolved. The chairs were picked up and an E merchandise credit was immediately issued so we could order new chairs. Excellent customer service and has restored my faith in Pottery Barn. Thank you!

Be aware that Pottery Barn will not compensate customers in any way for an item over a year old. If I had known this I would have washed the Chenille Chunky Tassel Bed Blanket from Pottery Barn in Teal within that time frame. The room that this item decorates the bed of was not in frequent use, so I did not wash the blanket until 2 years after purchase. I read and followed the instructions exactly for washing. The blanket came out of the wash with multiple yarn pulls that resulted in loops and dangling yarn in many places. So much so that the blanket is unusable. Pottery Barn offered nothing in compensation. My preference would be a replacement blanket. As it is, the Chenille Chunky Tassel Bed Blanket is not even in condition to donate. It's going in the trash. Very disappointed that this company does not treat customers better.

Pottery Barn delivered gross incompetence at every level and left me holding the bag for labor and cost. They insisted on delivering a broken bookcase and bringing the repair parts at a later date. When it finally arrived, nearly 4 months later, it too, was defective. They insisted on removing the original case to install a brand new one. In the process, they failed to remember screws for assembly, no-showed on a delivery, brought a broken replacement bookcase. Customer service failed to communicate with anyone and left me limbo for months not reaching out until I wasted hours on the phone calling them. As an act of “compassion” Pottery Barn offered me 7% discount for the time, trouble, damage to my walls and unassembled bookcases. After a $7000 order - I have to do the labor to assemble furniture, patch and repaint walls. Truly no care or consideration for the customer. I cancelled the order and end this misery once and for all.

If I could give a zero rating for customer service at Pottery Barn I would. I have been dealing with them to fix my manual recliner for six months now without any resolution. I ordered several pieces of furniture from Pottery Barn in Lynnwood WA. I ordered on 9/20/24. I was told by the staff that my furniture would certainly come by Christmas. Well, it wasn't delivered until January 29th!!! I had purchased 2 PB Comfort Square Arm Swivel Gliders with manual reclining. One of the chairs did not recline. I called customer service in the beginning of February. They sent out an email by Keshandra T. WILLIAMS-SONOMA, INC. Retail Dedicated – Support Lead 1-800-270-4508 Ext **. She has never returned any of my phone calls or emails.

Williams-Sonoma has some of the absolute worst quality control I've seen from any company. I've had so many issues over the years and dealing with their customer service is like talking to a brick wall. Most recently I bought a small decoration that comes in an variety of sizes. I ordered the size I intended to based on the picture/description, I was shipped one of the other variants. Packed it up, sent it back, got sent the same product back. Come to find out on the website they mixed up the two products.

I wish I had read reviews before wasting 45 days. I will never get back from this company...it would have saved me a lot of stress. They have the WORST customer service I have ever encountered. I was promised a designer that would work with me to make this an easy experience well, that never happened. I was left chasing the designer with failed promises. I’m now at the end of my Reno with no ideas, furniture or designs.

I bought the concrete and acacia outdoor dining table. A flake of paint on the concrete during the first season of use came off without a cause. I decided to ignore it since it was small enough. By the second season it is now cracking in multiple places. I keep it covered with a heavy duty custom canvas cover. Pottery Barn would not replace or refund by year two, so I’m stuck with a very expensive poorly made product. I would not recommend.

I wish I had read these reviews before purchasing. I bought a sectional, 2 reclining, swivel Irving chairs and nesting coffee tables. I’ve only had the furniture for about 16 months. My issue is with the two chairs which I bought in nubuck because the sales/decorator recommended this leather. She said it would be comfortable, wear well and last longer than the other leathers. I notice some darkening on one cushion and called the sales person who told me that’s normal weathering. Now at about 16 months I have a huge brown mark on the seat of one chair that looks like someone had an accident on it and a smaller brown spot on the other chair. There are areas where the leather shows chipping.

I purchased an item from Pottery Barn that was on sale. Upon receipt of the item I felt it did not fit my space and requested to process a return however I was told it was ineligible for return as it was a "final sale" item. NOWHERE on the listing or my order was this marked a "Final Sale" item but they refused my return request for refund and were only wilking to offer store credit, which is not acceptable. If they are going to refuse to refund people for purchases made whether the item is on sale or not the item should be marked as such so people are aware before they purchase. Poor Customer Service!!!!

Updated on 07/17/2025: Now it is saying October 20 to November.

This may be the worst furniture company to do business with! The quality, when it arrives, in its entirety, and not damaged is great! The problems are... Wrong furniture shipped to my house. Broken furniture shipped to my house. Furniture delivered MONTHS after the promised deadline! Personnel is awful! Unknowledgeable! Good product if it arrives intact but it certainly won't arrive on time - month delayed for everything. Customer service can't get a handle on anything. Management should be fired! Spent over $100,000 over the last two years. Don't know why I came back!

It's not coincidence that Pottery Barn doesn't have reviews on their website. We bought a "contract grade" leather sofa from them. Touted as 'durable' easy to clean etc. Well there ended up being a stain on the couch that we could not get cleaned up. We even got a professional company to look at it, they said there's no way they could clean it and that this leather was low quality and not an actual 'finished' leather for durability.

After spending many months looking for a sofa that would wear well over time with people, pets, etc and having a very specific size needed, we landed on a customer sofa from Pottery Barn. It was the Pearce, one that had good reviews, however, I now know those reviews are from clients that had theirs for several years and were happy with the quality you used to get! Only 30 days in, there was snags in the fabric and the back and chaise cushions showed signs of slouchy and sagging. I did flip the only 2 seat cushions within that timeframe and I "fluff" the back of them regularly however, this couch does not stand up. I am only 125lbs and mainly it has been just me sitting on it, for this to happen I cannot imagine what long term wear will do. As well, I paid for the highest fabric, performance fabric that I was assured was pet friendly, washable, and withstands a high rub count, yet here I am with snags from likely jeans or who knows what.

I have worked as a Trade Partner and Customer with Potter Barn for years. Months ago I reported issues with their slope arm dining chairs retailing for $1400, excluding delivery. All four legs loosen and must be tightened several times a week-frequency has been increasing throughout the years. These chairs are in impeccable condition, I sent multiple photos and have been reporting the same issues with them for the 2 years in which I own them. I was told to continue using the allen wrench to tighten the legs myself. After waiting for 3 months and resubmitting my request for refund, replacement or repair, I received the response that they will do nothing.

I wish I had read reviews before purchasing from this company...it would have saved me a lot of stress. They have the WORST customer service I have ever encountered. I recently bought several pieces of furniture from Pottery Barn and I am shocked at how horrible their customer service is across the board. Truly an awful company that hires people who sound bored, dismissive and rude.