Pottery Barn Reviews

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.

Products are not as described. We purchased two sets of 20 piece silverware (Vintage Italian Flatware, Set of 20 #2260995) for $400 that rusted after the first wash. We contacted customer service who had us ship them back and await another set (leaving us with no silverware for weeks). The second set rusted after the first wash as well. When we contacted customer service again they said despite the product description listing them as Crafted of 18/10 stainless steel and dishwasher safe, they shouldn't rust and are not sure why. The resolution was for us to return all the silverware again and buy a cheaper set that they have never heard of a rust complaint. Terrible service and terrible product. I guess just buy cheaper from another company.

Ordered a $700 bed frame on April 1st, it said it would be delivered late April. They had it pushed back to May then to June. In June they sent me an email telling me to schedule an appointment and the date was set for early June. The day before my bed frame was to be delivered, it was cancelled and reordered. I called and turns out all the parts weren’t ready (c’mon it’s been 3 months how do they not have everything together) so I requested it to be delivered together. They gave me a new date for when they should be delivered, but I had to call when it passed that date.

Pottery Barn has become just a rip off. I ordered a bedspread in May. It's now almost July and Pottery Barn is still refusing to ship this item in a timely manner. So okay, I tried to cancel it and then got a message from Williams Sonoma that the vendor refuses to cancel the order. So Pottery Barn takes your money, refuses to either send the merchandise that you have paid for or cancel the order. I'm filing a complaint with my state Attorney General's Office and the BBB today!

I ordered custom curtains from Pottery Barn. The curtains not only arrived two months after the anticipated delivery date, but were also not what I had ordered. I called Customer Service and was told that with my initial order, Pottery Barn had the wrong SKU associated with the curtains. As such, they could replace my curtains but only if I paid the current price of the curtains, which was more than double what I had paid. Not only did they expect me to pay more to receive my product (even though it was their mistake), but I would also have to wait another two months for the curtains to arrive. The situation had to be escalated to the supervisor. 59 minutes of my life were wasted on this call, enough to make me never want to order from them again, even though I like their products. Would definitely think twice before purchasing from Pottery Barn.

Spent over $10,000 on a dining table, two chairs, and the Big Sur sectional in early April. No one ever contacted me to schedule delivery, and the date kept getting pushed back with no updates. I called to check in about the delivery and I was told the items had been in stock but a delivery message was never sent. When it was eventually delivered, only half the sectional arrived. I had already gotten rid of my old couch and am now stuck with half of one. The other half is “lost in the warehouse,” and the replacement won’t arrive until September—no compensation offered. Extremely frustrating experience.

I have purchased a bedroom set for my child in August 2024 (Hampton night stand, desk chair, Hampton classic bed, Hampton start storage desk, and sheets). As of June 2025, I still did not receive the dresser of that set (I received the other items over several months). I have been calling recurrently, and I am ALWAYS told versions of the same story: "we're sorry, somebody will call you in the next 24 to 48h."

I bought this blanket on sale the end of March with a delivery date for October 31st to Nov 4th. I was willing to wait. Then they told me that they do not have any more and as of June 21st 2025, I can see that they do have it!! Very disappointed in this company. I have bought many things from here because of their reputation. This has changed.

I ordered the Harper 76" Basket Slub couch... When the couch arrived initially, the color was a completely different color than how my ordered color/material is pictured online. **DEFINITELY go into the store and look at swatches of materials to determine fabric and color. They finally delivered the couch I wanted (the pictured website color) and it is a beautiful couch. The problem is the couch hasn't lasted but a year. The cushions are already depressed from moderate use. Seat indentations and permanent flattening. I am not a heavy person and I don't use the couch all that often so I am surprised at the crap quality these cushions are. Definitely not worth the $2k I spent on it. IKEA lasts longer! My grandmother had her couch for 30 years and the cushions lasted the entire time! I know better than to expect that kind of quality, but 1 year!!?? Not worth it.

Ordered a Kennedy stool on April 28, 2025. I knew it would take some time. Then I got a delivery confirmation email for June 30, 2025. I looked at my order history and the stool had been in Arlington Texas warehouse since June 11, 2025. I live about 450 miles from Arlington, Texas in San Antonio Texas. I called on June 16, 2025 and they said, "Oh, we can delivery it on Thursday, June 19, 2025." Took off work and no delivery so they said the truck was too full so Friday June 20, 2025....maybe they can't promise. I said call the warehouse and talk to someone there and they said they do not have a number to call them....What are you kidding me. What then is the purpose of a delivery date email confirmation?

I bought a $11,000 sectional last spring (2024). Not even a year goes by and couch frame (in a formal living room and that is rarely used) started to cave in when my husband and I sat on it (both of us less than 160 pds). In addition, the fabric is balling up and pilling everywhere. I called well within my warranty timeframe and asked for a medic to come evaluate. Everytime I have called, I have been told my initial complaint was within my warranty timeframe and they will send a medic. Then they will close out the investigation / complaint without notifying me. After probably 15-20 hours of my life calling these people and emailing them, going to my local store with a cushion to show the pilling complaint, etc…

I bought a Pottery Barn slip covered sofa with down blend cushions. This was a nightmare of an experience!!!! The couch is terrible and is not comfortable... It's like sitting on a board. The delivery was not on time-they never showed up multiple times, the customer service was the worst I've ever experienced-Nicole customer service tech stated the sofa was "just fine" and that they could not give us a refund.... This was after MONTHS of going back and forth with multiple phone calls and broken promises from them to replace the cushions... Hours spent on phone calls and missed 6 days of work waiting for them to show up.... Beware this company does not care about the quality of their products!!!! Buyer beware!!! You've been warned!!!

I ordered in August of 2024, it’s June of 2025 and I have yet to receive the complete order as piece keep arriving damaged. Despite multiple calls customer service says they can’t help me because their team is “not authorized to call a customer”. I have asked multiple times to talk to someone who can assist but no one is ever working. Anytime I try to call they ask for my order number- which one I now have so many that they can’t even figure out what is going on anymore. There are “too many notes”.

They are a minus 12. We ordered and paid for 2 leather chairs in Feb. They were delivered in June. They were white glove delivery, so a company that does not work for Pottery Barn opened the boxes and when they brought one in, before it even got through the door, they said there was a tear in it. Then the nightmare began. No one in customer services seems to communicate properly because I got a different answer every time I called. I had to send pictures of the tear. They assign a case worker named Asia. I am not sure she exists because she has yet to call me, a week after delivery, when I was told she would call in 24 - 48 hours. Customer service tried to reach her and she does not answer or refuses the call.

I had a wonderful sectional for over 15 years from Pottery Barn. It was still in such great shape that I was able to pass it along to another family for its second life. I was so impressed with the longevity and quality that I was set on getting our new couch from PB. I went to the store and researched online but since they conveniently do not have reviews of their products anywhere, I had little to go on regarding their current quality. We needed up ordering the York sofa in a durable twill fabric slipcover with down blend wrapped cushions since that is what our last couch had. The couch arrived and looked great. There were a few little things like a stitch that wasn’t great and I did notice that even with it covered most of the time (It is white and I have a dog and kid so better safe than sorry). The fabric was pilling a bit. I was like oh well not deal breakers.

I purchased two pillows at end of 2022 so they are about 2 1/2 years old. Within a year after purchasing, they started wearing out. As you can see in photos they are peeling and one photo shows how the material ripped apart near the seam and overall is peeling everywhere. They started wearing out within a year. There are 2 adults and no kids and no pets in HH. They look used and worn out. I got so disgusted, I replaced them. Unfortunately, I did not keep the receipt but included a photo of the tags.

I ordered the Florence concrete bird bath. When looking at the picture that I ordered it from and how it arrived it was nothing like the picture. It's so small maybe one bird can fit in there to take a bath. I am very displeased. That was the first and last time I'll ever order from Pottery barn. $111.00 for it. A deceptive rip off..

I ordered a sheet set for my son's room in April 2025. I received notifications everything was shipped, but ultimately, only one of the three items ordered arrived. I called multiple times and finally, they discovered there was an issue with shipping and had to reorder and was promised delivery in mid-May. Mid-May came and went and nothing arrived, so I had to call again and then was told that it would arrive by June 2.

In May 2025, I purchased a bedspread and two pillow shams for $468.66. I love the pattern so much I am keeping them, but the quality is very disappointing for the price I paid. There was a rip along a seam on the bedspread, which I was able to repair, and I'm hoping I can get at least 5 years out of these items, but I'm skeptical. The thread count seems very low. I'm concerned that these items will fall apart when I put them in the wash. I will probably not shop at Pottery Barn again unless I see the product in-person first.

I ordered a baby blanket as a present on 2/13/2025. I never received any emails from Pottery Barn indicating there was a delay. The blanket had an estimated deliver of 2/27 - 3/03. I received an email today that the blanket would be delivered tomorrow 5/24 - yes, May 24. Three and half months later. I called customer service and was offered $5.51 compensation refund to my credit card. Terrible.

I ordered curtains last Fall. They came in staggered deliveries in January and February and when we tried to install them, we found that 3 of them were the wrong length so we returned the 3 in March and were told that they would arrive in March. We received 2 of the 3 on May 6 with the final ship date for the 3rd scheduled for May 19th. I just checked tracking and it now shows an estimated ship date of July 11th. Bottom line - if you want custom curtains don't order them from Pottery Barn unless you're prepared to wait months or maybe even a year for them.

I spent $10,000 on a leather couch and matching love seat - was excited about getting them and they arrived on time. They are NOT WHAT I WANTED AND I WAS PERSUADED TO PURCHASE THESE CHOICES BY THE SALES PERSON. I like soft couches and these were overstuffed and stiff. The quality of the leather - and I purchased the highest quality and most expensive that they have - was not great. My 9 lb cat walked across it once and the dark leather now has white scuffs since THE LEATHER'S DIE DOES NOT PENETRATE BELOW THE SURFACE - just sits on the surface. I am stuck with a disaster and have no recourse. The salesperson was anxious to make the sale and essentially sweet-talked me into it. They really do not care about you. I tried to call them to discuss this issue once and they wouldn't listen to me since I could not recall the name of the salesperson. STAY AWAY FROM PURCHASING THIS FURNITURE!

Ordered a pair of chair over $5000.00: They delivered only one with no paperwork -identification: Wanted me to tell them if it was my chair: Could not find the second chair: As you can see on photos the delivery man had the warehouse mgr on the phone because they could not find the other chair: The mgr states, "Oh it’s damaged that is why it’s not in the truck": As you can see on pictures they had the one chair on asphalt in the street with cars passing instead of my house; You can also see their hands, head and body all over the chair. I refused the chair. Reported this to the store mobile al mgr Emiley: I was told I have to take the two chairs because they were not going to cancel and reorder two chairs: I told them I did not want a chair that has been treated as such and hearing over the phone the other one was damaged.

I ordered the Ronald Console Table #7478878 on March 20, 2025. Received confirmation that day, **. I knew it would take 6-8 weeks for delivery. Received delivery information that table would be delivered on Tuesday, May 6. Delivery people arrived. They were very professional and polite. They unwrapped box by truck for me to inspect. It was not the console table I ordered. Their orders were to deliver to my house. They showed me shipping label which showed a name and address in Charlotte, NC. The delivery men drove from Atlanta. They called customer service. Customer Service called me and reassured me they would follow up. Later that day customer service called and said my item had been out of stock and the code was for another table.

When I renovated my bathrooms, a couple of years ago, I bought my mirrors through Pottery Barn. Loved the luck, but as the years went on, all three of my mirrors have waves in the glass. I called Pottery Barn to see if I could exchange them, but I passed the warranty period. When it comes to Mirrors, you can’t predict that this would happen. I was very disappointed in the customer service and the waves are so blatant and obvious. Very disappointed. I would not buy mirrors through Pottery Barn.

Leaving 1 star only because I cannot leave 0. WORST experience and terrible quality. After spending nearly $7,000 on a couch, it started to have issues within the first few months so I reached out, thinking no worries. They are a reliable co. They will take care of this. NO. I was told I could PURCHASE replacement parts for not yet year old couch that again cost $7,000. I was given the runaround, not called back by SEVERAL "case managers".

Pottery Barn customer for over 30 years. Extremely dissatisfied with recent order. I paid $500 for a nightstand and I have to put it together!!!! It appears to be good quality but to have it come in pieces in a box that would have accomodated it completely put together is very disappointing. As such, it is way overpriced. In addition, the packaging is not sustainable. Clearly PB is not interested in the environment when it uses this amount of styrofoam.

On March 18, I purchased a Reed PB Extension table and opted for in-store pickup at checkout. After scheduling with Ryder, I learned the table's weight posed challenges for pickup, so I requested delivery the following week. However, PB informed me that once the order was processed, no changes could be made. Made several attempts to change, since we would not pick up the table until April, Pb policy would not allow.

www.potterybarn.com Has the worst customer service team I have ever experienced. WE signed up for the Capital One Pottery Barn credit card. We used the points for our order. It has been months and it still has not shipped. When we call customer service they lie and say it will ship tomorrow. I will never shop here again. And we are canceling the credit card.

I had good experiences before but today I bought a table there, my friend will go to the store to pick it up tomorrow. I realized I forgot tell them I would be at work tomorrow, so I believed I needed to let them know my friend's name. I called around 7:40pm, the woman who answered the call sounded very angry, I guess she was angry getting a call so late. She sounded hostile. I saw so many one star, I guess the owner doesn't care.

Furniture never delivered. Made multiple calls and Spent hours on phone with customer service, but they were unable to sort out the order and locate items. No one seemed able to do their job or care. Expected quality customer service, not complete incompetence.

I bought a swivel glider for my husband's birthday. It makes the worst noise when rocked. We attempted to lubricate it but no change. I contacted customer service multiple times. They sent a person to look at it who said it was defective but refused to fix it or replaced it because we had it for just over a year. I even demonstrated the noise it makes but still no response. I even contacted the contacted the company who made the rocking mechanism but out of stock. I’m extremely dissatisfied with Pottery Barn. I was repeatedly given multiple conflicting responses and at the end of the day they offered zero solution. 0 out of 10 rating.

Choosing 1 star only because you cannot pick zero stars. We ordered a fire pit in June of last year. After weeks of delays, it was delivered damaged. Apparently, white glove delivery does not include avoiding putting large holes in the product. We were offered an exchange, and after several weeks of delays, we received a delivery scheduling mail. The day came and went and we were told the that the product was no longer available. We have been trying to get our refund of $2000 for almost five months now. Every call to customer service gets another story -- "we couldn't process a refund to your card, we are sending a check, we did process the refund to your card." Still waiting. Never again. For Pottery Barn or any of the Williams-Sonoma companies.

I bought a duvet cover a year ago. The duvet cover already has a hole in it. ** garbage. I could have bought a duvet cover from Amazon for 20 bucks and it would've lasted longer. Never again. I don't mind spending extra on quality. This place has none. Save your money.

They keep making it harder and harder to redeem your rewards. Every piece of furniture I have ever ordered from PB has been very expensive but poor quality. The wood dents and scratches easily. The leather ottoman started cracking after a month. I just tried to redeem my rewards and neither the ladies and the retail location nor the customer service agent could help. I just cancelled my PB credit card and will never make another purchase there again. I'm done.

I furnished my home with 10K + Pottery Barn furniture Cayman Collection. EVERYTHING you sit on this furniture ruins it. I sat a leather book on the bookshelf- The leather stuck to the bookshelf, I sat a weight on the bedside table - The table has stains on it. I sat my laptop on the desk the and the rubber stoppers on the back of the laptop stained the furniture. WARNING . . . . This furniture looks pretty but is poor quality, does not wear well at all. Not durable and easily ruined.

I placed an order on 3-31-25 for bedding and learned it would not arrive until 6-24-25. As I needed it sooner I cancelled it within 24 hours on 4-1-25. On 4-7-25 Pottery barn sent me an e mail that the “vendor” was unable to cancel my order. It will arrive and I will have to return it, at my expense. The item was almost $300.00 and I have already been charged for it. I have never had such horrible service from a vendor and I order online from many companies. I can only assume the vendor did not want to cancel it as they had the cancellation within 24 hours, if Pottery Barn is to be believed.

I will NEVER attempt to order anything from this company again! I placed an order for 30 cabinet door handles on 11/14/24, received 4 of them a few weeks later, and an email saying the remaining ones were on backorder until February. I was pretty disappointed, but figured time would fly and I'd have them at the beginning of 2025. A few months later, I received another email pushing the backorder date out to the end of March. On February 28th, they debited my account almost $400 for the handles. I called customer service and they said it takes about a week or two (why??) to ship them once they are in the warehouse. Three weeks passed so I called again only to find out the item was discontinued!! Absolutely pathetic.

My experience went a little something like this: Pottery Barn had an item for sale on their website. I purchased said item for a reduced price (it was on sale). Pottery Barn confirmed my order. Pottery Barn later delayed my order. Months later Potter Barn cancelled my order without any notice or reasoning provided. I went on their website and the item was no longer available at that moment. Pottery Barn brings the item back onto the website at a later date for full price.

I purchased a mirror from Pottery Barn, and unfortunately, it has been a major disappointment. After a few weeks, I noticed the mirror started curving outward, possibly due to the cold weather. I then visited a Pottery Barn store and saw that the same model on display was also bent in the same way. Clearly, this is a manufacturing defect. I contacted customer service, and while they did open a case, the process has been incredibly frustrating. The mirror is not only faulty but also unsafe to remove, as its curved design has placed significant pressure on the anchors, risking both damage to the wall and potential injury from shattering glass.

I regret purchasing the Pottery Barn Big Sur Sofa. Within the first week, one of the cushions had a split seam and had to be replaced—absolutely unacceptable for a sofa at this price point. The cushions constantly lose their shape and slide out of place, making it uncomfortable and frustrating to use. The fabric is already showing signs of wear, despite the fact that it has only been used by two clean adults—no kids, no pets, no rough use. For something this expensive, I expected far better craftsmanship and durability. This is nothing more than an overpriced, poorly made sofa that looks nice in pictures but does not hold up in real life. Save your money and buy something else!

This SAD company is not user friendly. I ordered a simple 2 x 6 runner (in which I over paid) which cost me almost $200. Delivery date was listed at 30 days out. I called to cancel my order 2 days after ordering and was denied. THIS WAS A SIMPLE 2 X 6 RUNNER! They're telling me I cannot cancel nor return. SCREW this company!

I spent 4 hours on the phone with customer Service on a return. They sent the wrong color, CS could not send me a return label, a UPS pickup who would not take it because there was no return label every time I talked to someone they would assign a different return number. Didn’t have the ability to talk to a supervisor and girls who answer the phones gave misinformation on the process!! Or didn’t know anything! Waited on for hours on hold while these girls who contacted their “lead person" who contacted a supervisor, who then contacted an Escalation. I will NEVER buy from Pottery online again!!

I had a very disappointing experience with Pottery Barn's Key Awards program. My rewards expired yesterday – A mistake I made in thinking they were valid until the end of the month. It was an honest mistake, and I reached out to customer service, asking if they could be a little flexible and extend the expiration by just one day. The response I received? A firm "no." The lack of any understanding or willingness to work with a loyal customer is incredibly frustrating. This program is already challenging to navigate, and this inflexible approach only makes it worse.

Now on Hold for One Hour. Pottery Barn promised delivery on 2/28. It is now 3/25 and they refuse to deliver items IN STOCK AND READY because other parts of the order are not yet in. Unbelievably frustrating.

I would recommend to NEVER order anything from Pottery Barn, they are over priced, lack quality, and their customer service is horrendous. There are so many brands out there that actually stand by their products and treat their customers with respect, especially when you've spent thousands of dollars there. DAWSON CRIB. I bought a crib for my first baby from Pottery Barn (big mistake), the crib was over $1000 and I paid for white glove delivery. The people who assembled it completely stripped the screws and we literally can't take it apart, which I didn't realize until now that we have to move the crib out of his room.

I purchased the oversized Aubrey lidded basket online. The first order I received was flimsy and did not look like the picture online at all. The picture online shows handles and there were no handles. I called for a replacement and when I received the new basket it was exactly the same. No handles and very flimsy. This was my first time purchasing from PB and will be the last. PB falsely advertising their products.

I ordered two sofas from Pottery Barn, which is a Williams-Sonoma company, over a year ago. They delivered the sofas several months after I ordered them, and they were both damaged. They have now delivered over 6 sofas that have been damaged. I have spent over 21 hours on the phone and waiting for delivery men trying to resolve matter. The operations manager won’t even speak to me directly, and the agents who I do speak with are professional, but condescending. The company literally cannot seem to deliver a new sofa to me, and they of course have already been paid. I now have one sofa that is new and one that is damaged.

I placed an order for two pieces of furniture - a king bed, as well as a daybed, in January 2025. I received an email in February from PB stating I was able to schedule delivery for sometime in March - so I set the date for 3/18. On March 15th, I received an email from a random email address saying my King bed was actually out of stock and wouldn’t be arriving on 3/18. Thinking this was a fake email, I replied and requested the customer rep to contact me. She called immediately and told me my bed wasn’t set aside when I scheduled delivery back in February, and was now out of stock (future delivery date is still unknown). She assured me I would still take delivery of the daybed on 3/18.

I recently purchased the 20" Dalton Recycled Glass Table Lamp which comes with a shade. There are two sizes of lamp, the 20" and a 25". When I received the small lamp the shade was clearly far too big for this lamp. It obscures the lamp itself. I called for a replacement and it was shipped out immediately. The same 14" (Medium) shade was sent. After going back and forth with CS for weeks -- during which time the mysterious ABATCH department only conducted their own internal nonsense and never gave me the promised phone call - today's CSR sent a note over to the more mysterious EXECUTIVE DEPARTMENT. Who unilaterally stated like drones, "....the same 14" shade is paired with both sizes." When you examine the two lamps you can clearly see the shade stands proud of the small lamp, as it does with the large lamp. There is no chance they are the same sized shade. A 13" shade would be appropriate.

I should have read reviews before purchasing furniture from Pottery Barn. Save yourself the hassle and shop somewhere else. I ordered my furniture in January, and my credit card was charged, but it’s still not delivered. They keep giving me the runaround, and at this point, I don’t know what to do. The customer service department doesn’t seem to know anything; all they say is, “This is what the system shows.”

Worst experience ever with shipping. We bought our bed in Nov with a shipping date of Dec....it's now March and they said that the One component that was holding up our shipping older has now been discontinued and they had to refund our purchase.

What a joke this place is when it comes to getting a product to the customer. They send a window for expected delivery and then after "confirming" that your product has processed/shipped they extend the delivery date! This has happened for a MONTH. They recommended cancelling the original order and re-ordering with Rush Shipping (promised as "overnight") - Of course, I am now getting the same run-around with delivery dates being extended.

I called customer service to inquire about a replacement part for my Randolph end table. The table has a mirrored glass top that inserts into a frame. The glass spontaneously cracked. I was told there was no part. I was also told that the glass did not spontaneously crack by the customer service rep when I sent the pictures, effectively calling me a liar. When I asked for the manufacturer information so I could contact them directly as a recall should be issued, I was told they didn’t have that information, which I questioned as they said they contacted the manufacturer and was told there is no replacement part. I asked to speak to a supervisor. I was left on hold until I finally hung up. The whole call was 45 mins and I still don’t have information to file a complaint as to the safety hazard of this product. Order #**.

I am thoroughly disappointed with both the quality of merchandise and the complete lack of professionalism from Pottery Barn. After purchasing a bathroom vanity that has been in use for only 4 months, the paint is already chipping. I reached out multiple times to inquire about the specific type of paint used or if I could purchase touch-up paint to address the issue. Unfortunately, I was met with complete indifference and no assistance.

Hate be this person but after having been a customer here for years, I'll never shop Pottery Barn again. Ordered a couch and in the time between being ordered and delivered, we had a family emergency demand all our available funds. Pottery Barn refused to cancel my order (even though it hadn't been brought to my home yet) and after talking to a manager in tears, I was still told that they wouldn't do anything to help. I'm basically being bullied into accepting a couch that l'm going to be forced to pay over large medical bills that I became responsible for on top of my husband's job loss. I explained this to customer service but there was no empathy and the way I was talked to was far different than the company I loved even five years ago.

Can't give zero stars. This has been the worst online shopping experience I have ever had. They shipped me the wrong sheets 3, yes THREE times! Is there no one in Customer Service over seeing the shipping to make sure that the THIRD time we ship this lady the sheets we send the rights ones? I have returned everything ( A LOT of money) and will never shop here again.

Bought the Pearce sofa four years ago and wanted to replace 2 seat cushions that were sagging. Paid in full and was given a delivery date for 6 weeks later. Delivery date came and went with no notification from Pottery Barn that it wasn’t coming. It happened again 3 more times- no delivery and no notification from Pottery Barn that there was a production delay. Finally asked for a refund after Pottery Barn had my money for nearly 3 months. Never again. I would give 0 stars if I could. I don’t know how they stay in business.

I am a good customer and have recently purchased a condo which I have been furnishing mostly with Pottery Barn. I recently purchased a china cabinet and noticed that it had gone on sale. I received the item the same day I called to ask if they would honour the sale price and refund me. They said because my item had already been delivered (that exact day) that they would not give me the sale price. They didn’t care that I was a loyal customer and had spent a lot of money on their store. No customer support and it seems they don’t care about you. So now if I want to buy something I will worry that it will go on sale and it is an awful feeling to pay full price. Therefore that will be my last purchase from Pottery Barn. They don’t care about the customer or service. Very poor service and makes me disappointed in this company. Goodbye.

I've been emailing since mid January (four times) to their support@potterybarn email with no reply. I ordered a kids' foot stool and the paint has come off everywhere. It's not only all round the house but my 18 month old had it on his feet and was putting the bits in his mouth!!!! The products are not child safe and I'm furious that I'm not even receiving a response. Order #**

Purchased the Aubrey 6-Piece Entertainment Center, Dutch White, 108" for our living room about 2 years ago for $3200. Looks cheap and has discolored unevenly such that the large middle piece has yellowed and is now a different color than the 2 pieces on each end. Do not purchase.

I purchased the Turner Square Arm leather sofa and armchair from Pottery Barn, investing $6,000 with high expectations for a premium product. Unfortunately, my experience has been deeply disappointing. Upon delivery, I noticed a white spot on the leather upholstery—a mark resembling discoloration. I contacted customer service, anticipating a resolution for the imperfection in such an expensive item.

Ordered a Pottery Barn desk and hutch for my son on January 5. The delivery date was originally February 1-15 but got delayed until February 21 which was fine. The delivery window was 2:30 pm until 4:30 pm. We canceled plans in order to be home during the window but the truck never showed up. At 6:00 pm, I chatted with customer service via the website and was given a service number to call. I called the representative who then suggested I call a different number. That number never connected. I finally chatted with a second online rep who assured me the furniture could still be delivered anytime before 9 pm. The truck never showed. I paid for the white glove delivery so the movers would place the furniture in my room of choice. Total rip off and very disappointed. I have purchased many things from Pottery Barn over the last 10 years and never had this problem. Obviously, the company is in decline.

Be very wary of content descriptions. See product in store before purchasing. I looked extensivley for mattress pad that contained cotton or other natural fiber and could only find online. Spent the money on PB's 37.5 mattress pad, described as 80% cotton cover. It came, and outside tag said one thing, tag on the actual item said 100% polyester. I returned without even trying it, because I was so angry at PB using falsehood to make a sale.

I have spent a pretty penny with Pottery Barn for decades now. I purchased five outdoor sconces and they are all rusted. I know it's been a year but they would not issue a return. They should put a disclaimer on these lamps stating they will rust within a year. I spent $1485 on these lamps. I wouldn't have invested if I knew they would rust within a year. My neighbor has the bronze ones and they are not rusting so it is the brass finish.

Review for Pottery Barn. At this moment, Pottery Barn has not resolved the issue with the damaged fabric on a very expensive sofa I bought in October 2024. Dream Slim Square Arm Upholstered Lounge Grand Sofa 96" with Bench Cushion and Memory Foam Cushions. I want to share my experience with Pottery Barn and future clients. I have been a loyal customer for many years and have purchased countless pieces of furniture and home decor products over the past 15 years. Their products have always been costly, but when you pay for quality and accessibility, it's worth the investment. However, my opinion changed in the past few months with this unfortunately experience.

Terrible Quality for the Price – Framework Fell Apart! I’m beyond disappointed with my $8,000 sectional from Pottery Barn. Less than three years in, the framework has completely fallen apart! This is not just normal wear and tear—this is a major structural failure for a piece of furniture that was supposed to be a decent quality. For the price, I expected durability, but instead, I’m stuck with a sofa that’s literally collapsing. To make things worse, Pottery Barn’s customer service has been no help at all. Since it’s past their limited warranty, they refuse to take responsibility, even though this is clearly a manufacturing issue. Do yourself a favor—don’t waste your money here. Their furniture looks nice at first, but it’s poorly made and won’t last. I’ll never buy from Pottery Barn again!

I waited months for my mirrors. Some came broken and after 3 or for attempts l finally got 2 mirrors but just over a year l noticed the mirror started cracking from within! At first l thought it might be something l did but it's at the top as well as the bottom! Also their customer service is diabolical!

Updated on 02/25/2025: Thank you for your time on this Suzanne. To say I am frustrated after paying $5,159.84, with my $2340.16 appeasement, for my couch that is falling apart after 4 months is beyond an understatement. I originally paid $7500 for this couch. I would have gotten better quality from Macy's, Wayfair or even Bob's furniture and much more for my money. I regret purchasing from Pottery Barn and won't make that mistake again. Pottery Barn no longer stands for quality. Don't waste your money. Just to update anyone who is thinking of purchasing a pottery barn sofa. Don't waste your money.

Will never shop at Pottery Barn again. The quality of their furniture and home decor is cheap and overpriced. Their customer service is NON EXISTENT! I have made 4 separate phone calls to resolve an issue to be told that "it is what it is", "I should have read the fine print" and "yes, I will escalate your concern but it will get kicked back and denied, but I could lie to you and tell you something you want to hear". I have spent well over $20k on furniture and decor purchases and they want to push back on a $79 vase that is backordered until July??? There is no customer service and the quality of the products they sell has steadily declined. Save your money and DO NOT SHOP PB.

Sales people are incredibly snobby and judgmental. Twice my husband and I have been looked at and then not approached by sales ladies. We were looking to a dining set and bedroom furniture. Will not go back or support this business anymore.

I ordered and paid for a 5-piece patio sectional in August '24, and I'm still waiting for some cushions (it's mid-February '25). The entire order has come in bits and pieces, and the sectional is still unusable. The final cushion set has now been pushed back to March with no guarantee. The customer service agent promised some sort of compensation (leaving that a mystery), but not until the pillows are delivered! So if they're never delivered -?? And what compensation is fair for this long a delay - it should be pretty good in my opinion. Honestly, I'd rather send all the rest back - it's still in boxes since it arrived too late to use it outdoors.

We purchased table and chairs in November 2024. The promise at store level was for Christmas. That never happened, now it says April. That’s 6 months. When I called customer service they said that they won’t deliver until all pieces are in, very different from what store said. I also noticed that within the first 30 days after purchase the table was $1000 cheaper, so I asked for a price match, they told me the price is the price at time of purchase, but I pointed out that the price match was for their own store. Still they refused to honour that. I wasn’t able to cancel order as it was a custom order. Never shop there again. This was a 12k purchase.

The quality is not like it used to be. The customer service is unhelpful. The gingerbread outdoor collection falls apart and will not stay upright. Customer service through email and text do not work. I miss the old Pottery Barn.

I am beyond disappointed with Pottery Barn and will never shop there again. I ordered a bunk bed for my daughters, and they were so excited about it. We were downsizing to a smaller home, so this bed was a key part of their new space. We scheduled movers for February 2, and Pottery Barn was supposed to deliver and set up the bunk bed on February 1, which was perfect. We even paid for White Glove Service to have everything assembled in time for our daughters to see their new room.

Purchased the Calistoga Canopy Bed 11 months ago and paid for white glove delivery and installation. Both the bed and the white glove service are expensive. Recently noticed that the join of the top horizontal member had come apart from the vertical member holding it up. Upon getting a ladder to view the bed from the top, it was clear the hole was stripped and the hardware was not holding. This is either a manufacturing defect or installation defect, as well as a safety hazard because if the heavy wood fell, it could injure someone. Pottery Barn would not repair it. So disappointed as the bed is lovely, Needless to say, I will never purchase furniture again from PB.

I purchased a queen Simmons mattress in July 2024 online with PBTeen for a guest room. It was delivered in August; it’s hardly been slept on. PB website shared nothing that what they sold me was a floor sample. Discovered through communication with Beautyrest d/t innerspring coil making creak sound with every movement, I discovered this mattress in fact has NO warranty because it was a floor sample (somewhere!). So if PB website claims limited warranty check the law tag before accepting the item when it’s delivered to your home. PB claims mattress was “mistagged”. Thanks for nothing PB. NEVER will I purchase large items from this company again.

Received wrong item. Instead of a small diffuser that I purchased for $28.99 received small candle which costs less. When I called and asked for a refund on the price difference (sent them requested picture of the item I have received) manager refused. I was told to return received item in order to receive a refund. Very disappointed cause it is inconvenient for me to mail the wrong item I received and my time is also valuable.

Pottery Barn makes it very unpleasant and difficult to shop there or to purchase anything from them. I booked online, an "in-home designer consultation," and when I finally received a call, the "designer" said I would need to come to the store first with pictures, measurements, catalog photos of inspiration, and a list of things I want. She also said the purpose of the in-store appointment was to "see if our personalities matched." This is kind of shady: I am not looking for a date, I am looking for a designer. Also, if I have to do all that, what is the purpose of a designer? I get the feeling they don't want to actually sell anything. So the "book an in-home consultation" is really a "come to the store and do it yourself after talking to a rude employee." So I guess I will go to Ethan Allen, instead.

Do NOT purchase anything from Pottery Barn! Quality is pure garbage. The bathroom mirrors that I bought have aluminum finishing which is basically cheap foil. Fully peel off and it's not even metal frame. I called costumer service and they told me they can't do anything about. If I want to get it repairs I have to call another company and they may or may not repair it and I have to pay for it or buy new mirrors. Don't waste your $ on this garbage company with zero customer service.

I purchased the Wooden Food Set #1441435 from Pottery Barn because my daughter insisted on only Pottery Barn items for her daughter. However, when this item arrived it was NOT Pottery Barn but an exact item from Melissa & Doug (see photo). Pottery Barn just slapped a sticker on the plastic wrap with their name on it to make it look like it was a Pottery Barn item. If I had known they were sending me a switcheroo item then I could’ve gone on Amazon and purchased the EXACT same item for 21.99 instead of 39.99!!!

I recently purchased a Big Sur Couch sectional from this company. Not only was this an expensive couch I asked for the performance plus fabric to ensure that I would have no issues with this couch since I was getting a light color, and; after spending so much money on it. To my surprise not only was the fabric not easy to clean it did nothing that I was told it would do. After having the couch for a couple weeks I noticed a dark, completely straight line around the entire bottom half of the couch. After doing a few inspections I realized it was the frame bleeding through the fabric. Immediately I notified the company. They told me they could send someone to clean the couch which I declined that offer because it was more than just a need to be cleaned. They agreed to come and get the couch, upon inspection, they realized that this was a problem with manufacturing. But! They could not exchange and give me a new couch.

I purchased a Buchanan Roll arm sofa in September 2024. It arrived late October. We soon noticed that the right side dipped down towards the arm when sitting there. We rotated cushions to see if that was the problem but it was not, something is wrong with the sofa itself. I reached out to customer service and after being put off by a couple of people I finally spoke with a supervisor and they asked for photos which I sent. In January they sent a technician out who looked at the sofa with cushions on and off etc. He never sat in the spot where the dip is but pushed on the springs and said that must be what it is.

WILL NOT DO BUSINESS WITH POTTERY BARN AGAIN. Placed an order for three items. Got charged twice, cancelled order. Received order that was supposedly cancelled less one of the items. Did get a refund on the overcharge. Lesson learned!!’

I recently purchased my first home and furnished it with all Pottery Barn pieces. I purchased the farmhouse table and 8 chairs. After 4 uses I noticed a considerable chip in the table. I reached out to customer service twice and went into my local store which also put in a complaint. I spoke to the Retail Dedicated Support Team and was informed nothing they can do. What kind of company just washes their hands clean of a defect in their products once they are delivered after spending thousands of dollars? I specifically stated I did NOT want my money back and was willing to pay more for another table. I was also told by customer service and a rep at the store they have heard of other complaints regarding the finish on this table. I will not purchase any more products from Pottery Barn and I will not stop at this forum of complaints. This is awful practice from such a supposedly reputable store.

I must say I have purchased from the Pottery Barn stores for years but I think that is finally coming to an end. High end prices but low end quality. I purchased three Aubrey 36” Shelves with Cabinets to make one wall unit in my living room on August 23, 2024. They finally came November 19, 2024 late in the day when they were supposed to be delivered midday, but that will happen. I paid for the White Glove Delivery where they bring your order to the desired room and assemble the products. It was near the holidays and I assumed they knew what they were doing. Recently after the busy holidays, I couldn’t figure out why the unit on the right would not line up against the middle unit. That is when I noticed that the top section of the shelf was off center. It literally is supposed to sit edge to edge but instead it is about an eighth of inch off center. Amazing how just that little bit of a screw up causes issues.

Updated on 01/30/2025: They replied saying it's a washer/screw issue and it's not defective. It IS defective because it keeps coming loose - the same table leg. If it was a cheaper priced table, then sure "you get what you paid for" but this table was $1000. $1000 to have to flip the heavy table over every couple of months to tighten? You can see their customer service not taking accountability.

After I posted my review, I was contacted by Pottery Barn. The representative was very professional and within a few days everything was taken care of, which I truly appreciate! It also shows that a quick and satisfactory solution is possible! I’m grateful that I found this site because I’d likely still be on hold waiting for a supervisor!

Pottery Barn managers - please call your customer service line and experience the frustration when you use your sales associates as the “middle man” to get an answer/help from a supervisor. It causes long wait times and lots of gray hairs! Five stars for the resolve! New rating 3 stars.

Oct 2024 I purchased the cardinal red velvet toss pillows, one in the store and one online. Loved the color for Christmas. In Dec, after only two weeks on my beige couch, I took the pillows off to change the Christmas look, and the cushion dye had discolored where they were placed on each end of the couch. The couch is ruined. I called customer service, said they would refund costs but not responsible for dye runs. There was no warning labels, no indication this might happen. No accidents, no sun shining, just two week on a beige sofa. So upset. Simple cleaning did not help, now looking for costly professional cleaner, already told by one it will not come out, its dye. See pictures.

Ordered online from Pottery Barn (PB) Canada on January 12, 2025. There was no indication that the order was to be shipped from Missouri. We were unable to track with the carrier.. Called PB -twice- answer "you will just have to wait, it is in the delivery service warehouse somewhere, maybe next week." Still don't have our $800 order plus paid for shipping. We need it for tomorrow. The 25th. We will NEVER buy again from Pottery Barn or Williams Sonoma. "Buyer beware, their customer service is lousy" and charge for delivery

I purchased an embroidered robe for my husband for Christmas (purchase made 12/14). It was listed as going to be received between Dec 21-24. On Dec 24 it was still listed as waiting to be shipped. I called the company and they said they didn't know why it wasn't going to arrive on time, but would get back to me. I was not updated until after January 1st and I only received a new date when I checked my tracking code (no phone call or email follow-up). After it missed the second shipment timeframe I called back. The service agent again said that it was just in the warehouse, they would send a message and get back to me. They told me I would be compensated for my time. However, I again heard nothing.

Ordered a sectional. Back cushions did not align with seat cushions, dent in arm of chaise, and wrong color leg blocks, and stained cushion. Months of calls, emails and going into the store. Their departments don't communicate at all. It was Ground Hog Day every time I made a call! The product was clearly defective. The salesperson (who was no help after purchase and told me to call customer service) said she gets a lot of quality complaint issues. They finally agreed to pick-up the sectional, we did not want a replacement. But, the worst part of this ordeal is when I called the bank (I was talked into opening up their credit card account for this purchase to get the rewards and paid it off immediately) to request my refund ($6300.00). They told me I had to wait 2 to 3 billing cycles! Robbery!

I wish I read all these reviews before I trusted Pottery Barn with my child's safety. We bought the Dawson Endpanel crib and conversion kit in April 2023. It's total junk. A leg cracked off when my toddler got into the converted bed last night. We were standing there and told her to get out after we heard the crack. A few seconds after she got out, 3 of the 4 legs entirely snapped off and the bed came crashing down. The bed fell on my foot and injured it when I tried to catch it. Fortunately, my daughter was off the bed and safe. Upon further inspection, I was shocked to see how cheap the legs were. I was very upset to see that Pottery Barn provides no warranties on its furniture. I will submit this case to the US Consumer Product Safety Commissioner to have it evaluated for recall to help avoid other families and children from injury.

Last November 16, 2024, I went to our local PB store in Santa Barbara to order draperies. The salesperson could not take my order since their IT system was down. Instead, I ordered the drapes (4) online and was charged over $850 including tax. It was estimated the drapes would be delivered January 9, 2025. I continued to check the online PB delivery tracking but saw no updates. On January 10, 2025, I called to get an update on my order which was now delayed to January 27th (over two months from initial order). I requested that the order be cancelled since it wasn’t shipped. The customer service rep agreed to request the cancellation. On January 16, I received an email that PB refused to cancel my order. I checked the online tracking system but there was no further updates so I called PB on January 17 and was told that my order was too far along in process to cancel.

I bought the Cayman dresser, nightstand, and platform bed. The first headboard starting splitting/cracking within a couple a months from receiving. They sent a new one which also had a crack and then after one month starting cracking some more in other places. The third replacement came with a giant crack along the whole headboard and I refused the piece. Customer service was suppose to contact me but didn’t. I had to reach out. Meanwhile the dresser and nightstand are also cracking (did not come that way). I cannot return the dresser because I bought this piece at the outlet.

I had a horrible experience ordering online. I paid $25 for shipping and it took over two weeks to arrive. Five of the six items arrived damaged. One was a set of six ornaments and an entire ornament was missing - there were only five in the box. A delicate tree topper arrived broken because there was no care taken to package it. Two brass picture frames arrived completely tarnished across the tops. I was actually shocked at the quality and condition compared to how much I paid. I returned everything and will not be purchasing online again. When I called customer service to request a refund, they put me back on hold and it kicked me into the 20 minute queue again.

Poor quality vase. Looks like cement pottery. No color, was supposed to be white! Not even close to the on-line photo on their website for POTTERY BARN. I thought they were a high end store. I don't think so anymore. Terrible customer service, they won't do anything about it. I will never shop there again!! No receipt given in the box!

Do Not Have Pottery Barn Install Your Bed Frame!!!! Complete Joke, Screws not tightened down and some fasteners not even installed. Customer Service is no help. Won't Buy PB again. Very unprofessional!!!

I purchased what initially appeared to be a very high-quality gold magnolia leaf garland from them for about $150, which is a lot of money. When I receive the item, it was already damaged. The plastic part of the phone garland was ripped. It now seems that a lot of their stuff is just unnecessarily overpriced and not necessarily good quality.

Updated on 04/21/2025: A rep from Pottery Barn reached out to me and provided an email address asking me to follow up. I did, promptly, and have heard nothing back.

I have purchased 4 outdoor indigo lounge chairs. 1 is a double. 2 of the chairs have rotten boards only after 2 1/2 years. I contacted Pottery Barn for help and was told that after 6 months there is nothing that can be done. I would like people to know how the chairs are not weather resistant for such a high price. I have purchased quite a few items from Pottery Barn, but after this experience I will not buy anything from them again.

Products look nice but poor quality. Bought a sofa and an ottoman. Almost a year into purchase the Jake sofa’s arm broke and the ottoman fabric which I was told Sunbrella tore at the seams. It’s a total waste of money.

I ordered champagne flutes mid December that never came. Instead I was sent a cheap item in its place. I called customer service, and was told they would send a replacement that never came. I called again, and was told I would not receive my replacement unless I went out of my way to bring them back the item they sent me. I was not comfortable with them taking the item back, and having my money until I had the item I ordered in hand because THIS WAS THE COMPANY’S MISTAKE. I called again to get my item and was hung up on THREE SEPARATE TIMES by their customer team. I was then told it would be replaced and they would send someone to pick up the mistaken item, but a few hours later I got notice the replacement was cancelled, yet they were still coming to retrieve the wrong item. They refused to refund or resend the item I had paid for.

I ordered with them for the first time. One of my candle holders came but the other didn’t. When I checked it says it’s back ordered- for an entire month? I’m moving so I won’t be able to receive it. Tomorrow I will call and cancel. But get this- I ordered a duvet cover. It finally came. The box was empty. This has never happened to me before. I called customer service and they said to file a claim with UPS. I’ll never order from them again.

Update 4/1/25: As I previously stated, nothing was moving forward until I threatened to file a complaint with the BBB (not knowing they are not affiliated). They finally agreed to refund me the cost of the cleaning, however they wouldn't give it to me in the form of a check. They only credited my PB card. I would have preferred a check since I'm not sure I want to continue doing business with them. The other issue is they never offered to refund me for the defective pillow cover.

I had to visit the store where the women were happy to give me a refund. Because of these two insufficiencies from corporate, I'm only increasing my review from two to three stars. I don't like how they play their customers, at all.

One last note, the yarn dye on these pillow covers is not stable. My husband went into the store with me and we took my white cloth and wiped both the red and the blue colors, and they both released dye onto my cloth. PB needs better quality control, especially since they charge so much for their merchandise.

DON'T PURCHASE THERE. I placed an order at its Vancouver Store on Oct 7th 2024. Between November and January, I went back to the store a few times asking for an update on the shipment and each time I was informed that the delivery was on its way and it should arrive "next week". On Jan 3rd, after a sales person gave me the same answer, the sales who actually made my order came and told me that the furniture was delivered on Oct 15th. A time and date we have a full household of people at home, and there is NO WAY someone could have stolen it from our front door. NO COMPENSATION from Pottery Barn.

I wish I had read these reviews before I ordered a sofa from Pottery Barn. I placed the order in September and it is Jan 7 and I still don’t have it. I have called multiple times about this and each time I’ve been told a different story. The delivery date was changed several times with no notification from PB. I was told back in November that I could cancel it, only to be told a few days later that I couldn’t because the sofa had been shipped from the Vendor. We’re now in January and still no sofa. This is the most frustrating experience I have ever had and will never shop at PB again and urge others to do due diligence before ordering from them.

The worst quality! Very expensive! Customer service was horrible! I will never buy anything from Pottery Barn. I spent 3 months for someone to help with my now sagging loveseat. I have had it less than a year!

Within 5 days of receiving a brand new coffee table, it cracked down the middle. I have been on the phone multiple times and told that I will receive a call from a furniture medic. It has now been almost an entire month of waiting - no call received. I didn't realize it was possible for something that cost over 1k to be such poor quality. I posted a question in a Facebook group asking if anyone else experienced this and received 86 comments of others who experience the same thing. People spoke so poorly of Pottery Barn's quality and customer service. Some people even asked me "didn't you do your research beforehand" -- as if I should have expected this. So disappointed as first time home buyers who saved up for new furniture. I would like this addressed ASAP or will be going through my credit card company to have this reimbursed. Ridiculous.

I bought a chair in September. Told I would get it in October. No chair. Called. Told I would get it in November. No chair. Called. Told chair "just put on boat”. A few days later box dumped on my porch. Since mine was just put on boat couldn’t be mine. Called. They agreed. Came and got it. Told they had no idea where it was. I requested refund. They said they would call back. Now it was December. No chair, no call, no money. Needed supervisor then hung up on. Called again. Someone named Cammi said I could get a gift card. I explained that due to poor experience and service I would want my money and why would I do business with them? She was going to talk to someone.

I visited the Pottery Barn store in Biltmore, Phoenix on July 29, 2024, to look at a large rug order. Delivery was estimated for between Jan 13-27, 2025, a long wait but before everything else for my room would be delivered so I proceeded, and you charged my credit card not only for the full value of the order but for delivery and taxes as well. Only 3 weeks later, on August 18, 2024, I received an email saying my delivery was now estimated to be between March 8-26, 2025! On January 4, 2025, I received another email saying my delivery was further delayed with a new estimate of between April 15 and May 15, 2025! Both times the delays were communicated, the only detail I could see was "back-ordered", and yet I wasn't told there was any issue when I placed the order.

Pottery Barn is horrible!! We purchased a dining room set in October with the expectation that it would arrive the first week of December. We couldn't coordinate a delivery with them until after January. We had a date set for a weekend as this was a house, 2 1/2 hours away. Three days before delivery they called to make it a Friday instead of a Saturday. I said we can't do that because it's a 2 1/2 hour drive away. They said oh it was their mistake and they'll be there on Saturday definitely.

We bought a breakfast nook table, coffee table and two couches which costed us almost 9 grand. We loved the look and first experience comfort. After a period of 18 months our table’s coating started fading in spots and also the couches don’t feel sturdy occasionally making creaky sounds. We did call CS but no warranty was available nor a way for them to offer any repair at cost. I believe their quality has gone down and can be seen. However spending 6G only on a couch set to drop performance in less than 2 yrs is crazy. I love their designs but I wouldn’t recommend their products.

Awful experience with Pottery Barn!! I purchased a dining and bench set, and after waiting 3 hours past the end of my delivery window, the table came cracked. Scheduled to receive a replacement, that one was worse. Three replacements later and they all come worse than the last. I finally requested to order a new model because there seems to be a quality issue. They told me the only way to order something else would be to return the one I currently have, receive the refund, and then order something else (and be left with no table for a month). They wouldn’t honor any price change for the new table that was $200 more (even though I spent close to $200 in tips from all my deliveries of damaged items).

Ordered in late October. Initially, delivery was scheduled in early-mid Dec. Okay, given today’s logistic issues. However, PB kept changing status and estimated delivery, without notifying me (I had to proactively check). I’ve made calls about once a week in Dec. One table has been “Preparing to Ship” for a month; I now understand that the vendor in GA will not ship until they have a sufficient quantity to deliver to the Southwest. I understand this could take 6-12 months. The other table (same vendor) has been “Shipped to Delivery Center” for weeks. This status never changes and no one can explain exactly what it means. The mentions Albuquerque, but PB says that’s not the case. Where is it?

I ordered a $2000 chandelier online on the evening of December 7, 2024. According to the website and my email receipt the the lamp would not be delivered until mid January 2025 (about Jan 11). I decided within 24 hours that it would not work for me and called their customer service to cancel it the next morning. I was told by the customer service agent that the order would be cancelled and to expect notification within a week. Instead of cancellation, I received a bill for the order. I have called customer service now four times, and half the agents have told me the order would be cancelled and the other half that it could not be cancelled. Apparently, although the lamp was not built yet (or clearly shipped), it could not be cancelled. Instead I would need to receive it sometime in about a month, and return it at that time, by calling customer service.

Materials are cheaper than marketed. Purchased a Haven Buffet & Hutch, just a little over a year and out of warranty, the wood has begun to sag, cheap mdf material that can't even support its own weight. Not worth the purchase price, their products are deteriorating in quality and their service response is to refer you to a furniture repair company that will charge you an unreasonable amount.

I truly disappointed with Pottery Barn. We wanted to update our living room and ordered several furniture items from them. One of leather chairs arrived damaged and I was offered by their customer service to send a furniture specialist who “will try to repair it”. After hot discussion, they substituted the damaged one. On Christmas Eve, the coffee tables I waited for 4 (!) months were delivered. Their marble tops have fissures and cracks. Does Pottery Barn have any quality assurance service??

I ordered a mirror from Pottery Barn on November 30th. The expected delivery date was December 13th. I called multiple times between the 13th and Christmas only to be told that it was being escalated. They gave me a warehouse number that I have called and left VMs on. No response or call back. Shipping cost was $129 and I still do not have my order. I asked customer service if I could escalate this through their operations department who oversees their third party contracting delivery group. They told me they could not escalate this and that I will be given a call back to schedule a date for delivery. They have given me a reference number as documentation for the call, but just aggravated that this Christmas gift ordered well in advanced has still not been delivered when it's been at the warehouse location since December 11th.

I was told my chairs would arrive in 4-6 weeks. This was in early February of 2024. I received one training notice in March with a delivery date of April 2-22. I have still not received the chairs I have never received an updated tracking notice and when I check the tracking notice there is now no confirmed date. The company will not refund the cost of the chairs and we have no timeline. I will never purchase from this company again.

We ordered a furniture set October 7, 2024. It is December 28, 2024 and we have yet to have our order delivered. We have called, waited, been rescheduled, been told our delivery was canceled, rescheduled, and canceled. Three times total. We are now going to cancel our order and dispute the charge. If the entire machine that is Pottery Barn can’t work - including their delivery services - we can’t support them.

I ordered personalized Christmas stocking on 11/26/24. On 12/2 a duffle bag with “heather” on it was received. I called to complain and they assured me they were immediately shipping due to be a holiday item and to ship other back. I shipped other back…. Nothing still…. I’ve called several times and it’s always another reason on why it’s not here. It’s now December 28, 2024. Over a month and I haven’t gotten my idea for my babies 1st Christmas. What a shame.

I ordered a toddler Grinch blanket from Pottery Barn Kids (SKU: 7073605) personalized with my niece’s name in white thread. When the blanket arrived it had the name embroidered on the white fluffy part of the blanket and not the red border as shown in all of the photos. I initially didn’t even see the name and thought they had forgotten to embroider it all together because it was white thread on a fluffy white background. After realizing they had put the name in the wrong spot I called customer service to report the issue. I was told someone from quality control would reach out to me. No one did, and instead I received an automatic email stating a replacement blanket was being shipped out to me. Upon arrival of the replacement blanket I saw that once again they had embroidered the name in the incorrect spot.

I purchased a couch and chair from PB, almost $5k of which $450 was “white glove delivery” shipping fee. I arranged delivery date and time with PB, the day came and I tracked the delivery during my scheduled window. Almost 30 minutes after my delivery window ended, I get a call to advise my furniture would not be delivered, if they kept me and some other customers on the schedule our furniture would be delivered in “the midnight hours”. The driver “ran into technical difficulties” and didn’t let the person calling know until “the last minute”. Asked me to accept delivery tomorrow and I agreed. Two hours later and I have no confirmation of the new scheduled time, called the number of the person who contacted me to reschedule. He was “off the clock” and didn’t remember but advises he is the manager and his call is the confirmation.

My PB linen sheets already have holes in them, after 1 year of rotating use. I have bought linen sheets from PB for years and this is the first time it happened. I think they might have changed the quality of these sheets in the past 1-2 years. Be careful with the linen sheets!

I ordered the Jake Bed with metal legs and had reported an issue I noticed after use. The legs as installed by Pottery Barn installers started collapsing outward. After further review with Pottery Barn on the phone, I noticed that they did not install critical screws. Also upon inspection, the missing screw holes did not align with feet. After reporting Pottery Barn let me know it was too late and I didn't notice the defect in time but they could send screws and I could call and pay for repair with The Furniture Doctors. Pay for installation twice seriously. I received the screws but they did not fit since the metal feet were warped by that time. The bed is in danger of failure and severing anyone's toes at time of failure. I guess it's best to inspect to make sure the professional installation you pay for is correct or risk the consequences.

only put one towel in there.