Pottery Barn Reviews

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 am simply trying to access my rewards certificate and key rewards. It is so difficult...after 2 conversations with representatives, they couldn't help because none of my phone numbers worked or my email. I have a Williams Sonoma visa and key rewards Pottery Barn Account! Ridiculous! I have a phone number on file and I receive emails so how could this be???? I received an email a couple of days ago to use a rewards certificate that had expired on 2/28. Nope...this was a mistake! So why do they not honor it if they made the error? Crate and Barrel is so much more accommodating! I am ready to close my accounts! As usual...the rewards will be expired by the time they figure this out!

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.

I just had the most disappointing customer experience at my local Pottery Barn store in Orlando, FL. Four days ago on Dec. 22, we went shopping at the mall and I wandered into Pottery Barn. It had been a while since I last shopped there, and I was delighted at all the cute holiday decor. I found a set of cloth napkins 40% off, so I bought 3 sets to see if they would go with our Christmas china. Unfortunately, when I got them home, I realized the color was off and they wouldn't go so we went back to the mall today (Dec. 26) with the receipt to return them.

The furniture is a good value if you can get it delivered. It takes weeks - months to get something on the site listed as in stock and ready to ship. I have also received emails notifying me it is time to schedule a delivery only to be told when I call that the warehouse doesn't have it. They also change the expected delivery status without notifying you that a change (delay) has occurred. It is beyond frustrating working with them

Ordered a personalized bag as a gift. Very expensive. Arrived and opened by recipient with NO PERSONALIZATION! Very embarrassing. They only refunded the charge for the personalization. I will never do business with them again. CHECK EVERYTHING YOU ORDER PERSONALIZED AND RESHIP IF NECESSARY if you’re going to business with them.

I purchased a sofa from Pottery Barn expecting the comfortable sofa I tried in store. When the sofa arrived we noticed the feathers began sticking through and stabbing us when we sat down. I took a cushion into the store to show the associate my issue and they said “this has never happened before”. The other associate said they had other complaints of this and they were personally having the same issue. I was told to contact customer service. When I spoke to customer service, my issue was then “Escalated” and they moved me to email communication.

My wife placed 5/6 calls to get our 6k back for product never received or shipped. Worst experience ever. Each person telling us money credit 5/6 days. We are now going through fraud department, unbelievable. It’s literally Theft. If you are feeling lucky lock a door handle at the airport instead

This is absolutely ridiculous. The order was guaranteed a delivery date of early December and the items have still not arrived. If you are going to charge customers shipping fees, you better damn make sure that you deliver. No chat or email customer service available for Canada which has made this process hard.

Pottery Barn Kids SCAM. I wish I would have read hundreds of one star reviews on multiple platforms. BEWARE If you have a gift card for Pottery Barn Kids, they will cancel your order. I happened to use my reward points with Amex to get $50 gift card and paid the remaining balance with my cc for a holiday gift. They cancelled my order late at night. They do NOT list an email address for customer support and their cancellation email is labeled as “non reply” to prevent legitimate inquiries. All prior orders I placed using regular cc were processed. They purposely cancel orders for customers who use gift cards. DO NOT BUY or gift Pottery Barn GIFTCARDS unless you wish to get stuck with useless piece of plastic!!!!

I ordered a men’s charcoal colored bathrobe, pay $26.00 to guarantee shipping by Christmas, it arrives used, thrown into a cardboard Box not even folded and full of white lint and strands of hair. No plastic packaging, not folded with a ribbon as most would imagine it would be packaged and how the women’s robe from PB I ordered arrived. Then, to add insult to injury I start peeling the multiple labels off the box it arrived in to discover it had another recipients name in Louisiana, which only confirmed it was probably a return.

Even one star is much too generous!! We ordered a sofa in early October and were told delivery would be late November to first week of December. I continued to track the order and saw that the delivery was expected to be December 10. I’ve continued to track it and the date got pushed to December 23-January 10th (even as of three days ago). Yesterday (12/19/24) I received an email with the subject line “Important Pottery Barn Update; Track your order”. I was so excited to open it assuming they were notifying me of the delivery date of December 23rd. NOPE. IT WAS AN EMAIL NOTIFYING ME THAT MY ORDER HAD BEEN CANCELLED!!!! Four days out from “expected delivery date”.

I have ordered three items from Pottery Barn Kids that were cancelled and I was never notified. I actually spoke to a representative who helped me with the order. Checked to see available of the product meaning the amount available in stock. Tell me there is plenty available Too. Then the next day have the order cancelled and not be aware. Especially at the holiday season. I don’t know why they can’t keep track of what they have in stock so that customers don’t keep ordering something that is not available. Note to self. Don’t purchase anything from Pottery Barn Kids.

I purchased a power reclining three-piece couch which means, all three pieces of the couch that are connected together, but come separate, recline, a loveseat, a reclining chair and 6 dining room chairs in February 2023. I got the dining room chairs and the reclining chair, but no couch or loveseat. When I asked where the couch and loveseat were, the people who delivered the other items said when they got to the warehouse here in my hometown, they were told the items were lost. I started my inquiry. Pottery Barn lost my couch and somehow the custom-made loveseat that matched it was canceled and no refund was ever issued at that point. After more than 20 calls, I was able to talk to a Pottery Barn associate who was very helpful in trying to figure out where my couch and my loveseat was.

I ordered a baby gift from Pottery Barn in late October and just found out in mid-December that the item was out of stock and never shipped. I never received any notification there was a problem until I received notification that the order was cancelled. I contacted customer service and was told that since they refunded me the payment there was nothing else they could do. This is perhaps the worst customer service I have come across in years. Although the CS person was nice, she was unable to compensate me in any way. Do not order from this company as they really don't care about their customers.

I purchased a Kendall Convertible Crib in 2021 when I was pregnant. I also purchased the footboard conversion kit with the intention of converting the crib into a full bed. Reader, Pottery Barn Kids sells two Kendall Convertible Cribs! One does not convert to a bed. Shortly after placing my order, I emailed customer service to confirm that I had purchased the correct crib. In 2021, customer service agreed the crib I purchased matched the Kendall footboard. It does not. I called customer service again in 2024 and was advised there is nothing that can be done. I asked to purchase the headboard separately, but was advised that neither Pottery Barn Baby, PBK or PBT sells separate headboards with legs.

The worst fulfillment experience I’ve ever had. My Christmas gifts have not and will not arrive by Christmas and Pottery barn simply lies about delivery dates. Constantly moving dates, items arrived wrong, damaged or simply not at all. Extremely unhelpful phone reps and long hold times. Stop taking our money and lying to us.

The customer service is nonexistent in this store. You are a nuisance when you walk in the door. If you place an order online to pick up in their store they want nothing to do with you. In anger the management commented, "We get 100 online orders a day." Isn’t ordering online part of a business model these days. When I questioned why the order was not fulfilled, they were pissed off that I even bothered them. I will not be purchasing anything online or in person at the store.

On 10/13/24 I purchased Tibetan counter stools, Reed dining chairs, set of 2, Reed Extending dining table, Reed dining bench order # 342872595935 Total $ 3,183.25 Unfortunately, I encountered the following issues: 1. Tibetan chairs were delivered, I had to assemble them myself (no problem). 2. 11/14/24 Please be home for delivery, waited all day, delivery comes, chairs and bench only “table is damaged”. 3. 11/22/24 Please be home for delivery, in the morning of the day (while waiting) “table is damaged”, no delivery. At this point I have no table for Thanksgiving, I go to the store in Mashpee, Ma, ask for help. Ask to buy a floor table and was denied. Ask to pick up table at warehouse and was denied. No table for thanksgiving…

We ordered a Queen Hampton Corner Storage Bed for our daughter’s Sweet Sixteen gift on 18 Aug for $3k. Delivery date 7-9 AM on Saturday 14 September. I awoke to knocking on the door at 5:45 AM. It was the delivery team. They informed us that they had been knocking on our door for 45 mins and were about to leave. They were visibly and verbally upset and frustrated with us for not answering the door for our 5 AM delivery. The delivery team had unloaded the truck and our bed pieces were scattered in the driveway. I asked the team to deliver the bed upstairs, which they did not want to do. They told us that they had other deliveries to make, but they finally agreed to move the bed pieces upstairs.

We ordered the Maison leather barstools in early July. We were told we would receive them before Thanksgiving. Then they moved to delivery to December and then January and now sometime in May. That is absolutely ridiculous and unbelievable. Ten months for barstools??? They are saying this is a custom order and will not refund our money which we ordered 6 and they are $480 each. If you aren't delivering until May then you haven't even started them yet so why can't you refund our money?

Such a disappointment. Customer service is very rude and hung up on me when I called because my order is 3 weeks late and the recipient will be out of town by the time it’s delivered. I am upset about this.

I would give zero if possible. I purchased a couch that was $3,500. Paid for the “performance fabric”. The couch is two years old and the material is all pilled and the insides of the arms have lost their shape. There are just two of us, so it doesn’t get lots of wear and tear. It looks like it’s 20 years old. I called to speak to CS and I was told no recourse for anything more than a year old. I asked for a manager and they would not get on the phone with me. The representative that I got repeated four times after talking to the managers that I had no recourse after one year. They didn’t even have the courtesy to get on the phone and at least have a conversation me. In addition to a $3,500 piece of junk. Poor quality products and poor customer service.

I ordered a floating shelf from Pottery Barn. When it showed up there were no mounting parts included in the box. When I called customer service they told me to go purchase screws at a hardware store. It took 20 min on the phone to explain that the mounting pieces were specific to the shelf. Very frustrating. When I finally got them to agree to a return, and all I wanted was the parts to mount my shelf. They sent the return label, so great, right? Nope. I sent the return with their label and 3 WEEKS LATER still haven’t found it at their warehouse. So I ask, are they incompetent or are they scammers? Because what warehouse lets things sit for 3 weeks?? Pottery barn do better. You are embarrassing.

I returned items with the return label that was provided by Pottery barn. I have the tracking number receipt and it says it was received and they will not refund my account. They were rude and unhelpful. I will never purchase anything again.

We are long time PB buyers of furniture and accessories. We recently purchased $20k worth of furniture for a new home. We received a sofa/chaise combination that has mismatched colors. When we reported this to the PB conflict resolution team, we were asked to send in pictures of the furniture and the labels which we did. Today we were informed the colors are different due to lighting, which is clearly not the case. We were also informed that we cannot get a replacement, nor could we return these items because they are custom. Not sure what their definition of custom is as this is not a custom piece. There are also problems with their supply chain, customer service, and delivery systems which have been frustrating. Very disappointed in PB and will finish shopping for additional items elsewhere.

Pottery Barn Teen - I placed an order on Black Friday 2024 for 2 items on sale. We received one item quickly. Only upon not receiving the 2nd item, did I look up expected shipping. It showed back-ordered, with changing expected ship dates of December 2024 and April 2025. I never received email notification of the back-order. When I did received notification today (a week and a half after order) of cancellation, I called customer service. I was told they have no open purchase orders for this item and do not know when or if it will be restocked, though they are currently receiving shipments for similar sizes and items.

Bought a backpack. Was nice to look at, but stitching unraveled after only 6 weeks of use and company refused to replace it. I purchase 3 backpacks, lunch boxes and water bottles. They do not care about their customers. Water bottle also leaks and is useless, but I didn't even make a complaint or try to get that replaced.

The wait time for custom furniture is at first ridiculous but I get it, we really wanted the Irving roll leather chairs (bought two of them) so we were willing to wait the 3 months for delivery…Then the first email came that pushed delivery two weeks, then the second email - another two weeks, this morning a third email with another two weeks. Now we are at 6 weeks past the original 12 weeks to wait. 50% increase in waiting time and no guarantee they won’t continue. Ironically here are stores with sets of 4 of the chairs however they have a policy to NOT sell what is on the floor until their special floor ale day - ugh. There are OTHER places to shop for custom furniture that deliver on time!!! Don’t get pulled in by the hype and their nicely setup retail stores. Shop around. I’ll be going to the store tomorrow and possibly cancel my order if at all possible since it’s “custom”

I placed an order on September 26, 2024 for a Scarlett Handcrafted Reversible Quilt and Shams, the items were on sale at the time of the purchase. It took a while to see an estimated delivery date in the website, not a single email received about it. When the website finally showed an estimated delivery, it said December 23, 2024. I did not see any email communicating this information either.

Money hungry company with the worst customer service with useless chat agents. They issued a $10 key reward I purchased an item because of and ERROR ON THEIR END the purchase was not processed yet they did not notify me for weeks I had received a receipt and everything giving me an estimated delivery. I could have purchased this item on sale for Black Friday when it went on sale had they notified me. I spoke with a useless customer service agent who told me it wasn’t their error the $10 credit never went through.

Do not order furniture from Pottery Barn. The shipping isn't accurate so when you view it online, it sounds like it's in stock and ready to ship. But after you order it, it shows a date way later. PLUS they tracking link info doesn't match the email notification date. So it's very difficult as a customer to know when it is actually going to arrive. After a ton of changes, I canceled but they still charged me for shipping. SUPER unfair since the date changed from Oct, to Nov and then to Dec. I spend HOURS on the phone trying to cancel the delivery as well... literally 3 hours or more. SUCH a waste of time and energy. DO NOT ORDER FROM THEM. Have you noticed how their official site doesn't allow reviews? It's pretty clear why. That is because their customer service is horrible. GO SOMEWHERE ELSE. They used to be good, but not any longer.

We bought a dining table way in September- way ahead of the holidays. The table was initially to be delivered the first week of November. We got ready for the delivery and got rid of our dining table the day before, but the day of delivery we get informed the table was damaged and had to be reordered. Now it’s December 2 days before second delivery and we get a call our second table was damaged and will have to be reordered and will not arrive until January??? DO NOT ORDER FROM POTTERY BARN. It is not a reliable company

Pottery Barn is a scam. I ordered the set of three brass Merry reindeer back during summer. As of today, December 6, I only received Only received two. The largest one never came and they refuse to give me a refund for Large reindeer, they said I have to return the two that I did receive which I want to keep in order to get a refund for the large. It’s a rip off going to be reporting them to the Better Business Bureau.

Disappointing every time. This is the most difficult place to get literally ANYTHING from. Good luck. I wish I never gave them a single penny and they should be paying me for wasting SOOOOOOO much of my time!! Cancel every order. It will take you a year to get it.

I’ve updated the review from one to three stars based on Pottery Barn finally providing a credit for the shipping fee for the product we never received.

Fraudulent business practices. Sell furniture. Don’t say it’s back ordered. Don’t say it will be delayed...repeatedly. Don’t communicate perpetual delays. Don’t help nor genuinely care about customers.

Less than 4 years ago, bought an $800 customized desk chair which was lovely initially. Wheels started feeling wobbly after less than two years, and ball bearings started falling out. Now wheels are unstable and chair falls backward if sitter leans against chair back. Pottery Barn has no solution. Can't sell me new wheels. Won’t give me contact info for manufacturer or part number. $800 chair now useless. Extremely disappointed in this company’s decline.

On October 4th 2024 I purchased and paid in full for a queen size bed and a dresser that matched. On Oct 20th 2024 I decided to purchase the matching night stand, that was going to be shipped directly to my home. After waiting 2 months for the bed and dresser, I decided to cancel my order due to the amount of time it was taking to get to me. Pottery Barn refunded me for the bed and dresser, but would not give me a refund for delivery charges. They also will not credit me for a nightstand that was never delivered. I've reached out to the store, as well as the customer service line twice. Still unresolved, reached out to the BBB. THIS COMPANY IS RIPPING PEOPLE OFF!! My next step will be the Media.

Horrible experience regarding delivery. Part of the order ready, there is one bed lost, as soon as we ordered a cancelation in order for us to receive what was ready someone calls to say I cannot cancel? We have made more than 20 calls, we even called the warehouse. We got a split order authorized since it's more than 5,000? Then someone else's calls is not going to be approved. The warehouse had this approved and they should deliver. I should be able to cancel the order of the missing item without problem as well. It is very specific in the return policy. What is the problem over there? Absurd process.

Spent $10,000 on outdoor furniture a year and a half ago. The furniture is completely coming apart. I called customer service and they suggested that I call a furniture repair company. When I explained that I didn't plan to pay $10,000 for furniture less than 2 years ago and then pay to repair it because of the quality they asked me if I stored the furniture outdoors or if I brought it inside. Well of course I stored it outdoor. It is outdoor furniture. Their website clearly states the furniture is remarkably resistant to sun, rain, heat and cold. Very disappointed!! Do not buy from them!!!!

On November 10th I ordered 2 Christmas ornaments for my daughter’s tree as a gift. Delivery date to the store was for November 19th. Date came and left and new delivery was November 26th showing “getting ready to ship”. On the 27th I checked again and now says “back order” with an ETA of June 2025. Today shows April 2025. Needless to say, I called to cancel the shipment and they advised me that I had to wait until it’s delivered to the store to return. I have to wait months to cancel a shipment that’s now not even in stock and available to ship? This was for Christmas of 2024 not 2025. How is this even acceptable? Pottery Barn needs to do better. Walmart even has better customer service.

Lack of control over their inventory and the shipping of their merchandise to their customers. Delays in shipments and the last thing they did to me was to tell me that they lost the furniture on the day it was supposed to be delivered to me. The worst customer service I have ever seen in my life. It’s been a week since then and I still have no news of where the furniture is. What they do know is how to charge you before you receive what you paid for. Order No. **.

I purchased personalized backpacks for my kids. They were expensive but PB states they back their quality. Within 1-2 months my daughter’s backpack begin peeling. The entire coating or first layer of clear plastic wrap looking stuff has peeled off and it looks horrible. I can and have provided multiple pics of the entire backpacks top layer peeling off like plastic wrap. I contacted PB support 11/19 and sent photos. I was told via text I would rec further info in 3-5 days to let me know if I could get a store credit or refund due to the defect in the backpack. I contacted again after 5 days and nothing. Today I was contacted and told I must send her backpack back to them and pay to ship/return it so they can issue a refund for the faulty/damaged item. I told chat this was unacceptable and the chat/text was closed without resolution. I will never spend $100 on a backpack with PB again due to horrible quality, customer support and no resolution.

I ordered my son a blanket for Christmas with personalization. The first one a received has the worst embroidery and placement I have ever seen. The "replacement" they sent is equally as bad, looks like an animal chewed all the thread while sewing. Now they say there's nothing they can do. Just return it and wait 3-5 days for refund. They overcharge on embroidery (I have 14 years experience) for trash product. This was my first and LAST order. For a "high end" company it's the worst company I have ever dealt with.

The furniture in their stores is beautiful and looks like good quality but their customer service and shipping is ridiculous m. They have no way to contact them virtually. I spent over $10,000 on September 5 and still don’t have my furniture. It was supposed to be delivered weeks ago and I’ve heard nothing. No updates, so I logged in to discover they changed my delivery date to 3 weeks later and didn’t even notify me. They’ve done this twice. When I call, they say I can expect an email to set up delivery the next week but it never comes.

I ordered a custom dream sofa from Pottery Barn, paying $3,800, and waited 9 weeks for delivery. When it finally arrived, the delivery team couldn’t fit the sofa in the elevator and suggested rescheduling to carry it up the stairs. After 2 weeks, they returned with the same issue, failing again! I missed two days of work to coordinate this, only for the process to repeat. This was incredibly unprofessional and disappointing. When I requested a refund due to their inability to deliver the sofa, they initially refused to issue one. After lengthy discussions, they finally agreed to refund the purchase but refused to refund the $300 delivery fee, despite the delivery failure being their fault, not ours. Overall, this experience was a complete waste of time and money. Pottery Barn’s handling of the situation was very unprofessional, and I would not recommend their services.

Skip this company and use your hard earned money elsewhere.

If I could give Potter Barn zero stars I would. I ordered two custom chairs in early July and was told they would be delivered in October. When October passed with no chairs, I followed up and finally received a notification to schedule my delivery. A part of my order was received, however, two leather chairs were not included. The delivery service said the chairs had been in their warehouse since early October but Pottery Barn cancelled the order. After call Pottery Barn service multiple times, there has been no resolution. I've asked for a refund or immediate delivery (I paid for these chairs upon ordering them in July) and have been told they will look into it but have gotten nowhere. Absolutely the worst service I have encountered, I will not be purchasing from Pottery Barn, West Elm nor Williams Sonoma again.

I ordered a couch, a TV cabinet and curtains and I used their ‘designer service’. The couch was supposed to be very resistant for dogs, that’s what I asked because I have two dogs. The fabric is not resistant at all and it’s already ruined after a couple of months. The TV cabinet came in two pieces and it was supposed to be one. The color of the pieces doesn’t perfectly match and you can easily tell it’s two pieces because one is a bit deeper than the other. Finally, the curtains were supposed to fit my window and they don’t. The ‘designer’ came to our house and measured everything but the curtains are actually too long and not wide enough. On top of this the customer service was terrible. Overall, I thought it was a high end store with high quality items and good customer service. It’s the opposite! Items are poor quality and the customer service is bad. The only thing that would fit a high quality store is the price that you pay. Don’t buy from them.

I'll start by saying that I really do like their furniture. My mother spent over 30K remodeling her home and it looks beautiful and cozy. I recently purchased a custom chair. I asked if I could pick it up at the store to avoid having to pay the $279 delivery fee for 1 chair. The chair fits in my car. I work next door to the store and advised them that I could pick it up the same day it arrived their store. The sales lady said she needed to ask the manager. The manager came back and said no. $280 delivery for 1 chair that was $1600 was a lot. I can understand if I was ordering a bed, sofa or dining room table but 1 chair? Being that I was going to pick it up the same day it arrived and that I worked next door there was no reason to say no. Terrible move on the manager.

Horrible company. Bought a table cloth for $150, weeks later they discounted it 50% and refused even a store credit! Ordered sheets and they took 3 months to arrive! Ordered a salt container and forgot about it. It came 6 months later!! At a store location, they wanted to charge an extra $100 on a chair simply to get it out of their stock area! Ridiculous for marginal quality!!

I ordered a wreath to be sent to my dad in FL. I remember giving them his address. It ends up that the wreath was sent to me in Colorado. I called and they told me that I had to return the wreath, paying the postage myself and then order another one for him, paying the postage again. It was clearly call center and the person just saw it black and white- the order said to me, so it was to me. They could not fathom a Pottery Barn mistake. The time that call took really took from the quality of my evening. Then my dad called and said he had an email that he was going to get a delivery from Pottery Barn but he didn’t. Now I felt I had to call again with this proof. I was on the phone an even longer time and got no satisfaction.

I made my first purchase at the Pottery Barn on October 3rd. I purchase a duvet, quilt, and pillow shams. The duvet was in stock, so I purchased it at the store. The sales rep told me that the quilt and shams would be shipped to my house. I received the quilt on October 10th. The pillow shams were on backorder. As of November 21st, the shams had still not been shipped. The dates changed every time I checked to see when they would ship. As of today, they are supposed to arrive around Dec 17th. Had I been told they were on back order, I would have had a choice to wait for the items to ship or choose something else. Today, I went to Pottery Barn again; they had the shams in their store! My order has not arrived but they shipped an order to the store?! Grrr. I purchased the shams in the store and canceled the back order. With the cost of their merchandise, I expected more from Pottery Barn.

I placed an order for living room furniture in September for a late October delivery. In November they admitted to losing the coffee table which cost more than 2000.00. They say I will not get a refund until late January or February. I think they have become a scam for floating money, charging, not delivering and delaying refunds. I used to love Pottery Barn, how disappointing. Perhaps the authorities should investigate.

Very frustrating the misinformation received from customer service many times. I have called several times with the impression that everything was on schedule and was told all items had arrived today. When checking the app again same day I see my delivery time was moved out 45 days. In addition I’m seeing a payment due before the new estimated delivery date that was changed. Prior delivery date was November 18 to Dec 2nd with customer service telling me today all items arrived, now Dec. 5 - Dec. 25. Simple questions like what pieces are missing and being told all pieces have arrived are hard to explain by the representatives. In addition I have a December 14th payment due? I feel misled after being told all pieces had arrived.

My husband and I ordered furniture, lighting and accessories for our new home, starting in May of this year (2024). As a designer, I have also ordered some bedding and accessories for a client in this same period of time. I have since that, ordered Christmas bedding and accessories. During the purchasing process, Pottery Barn has had our VISA information to charge all of these items. Both the payment and delivery processes have been horrible. Although they advertise that product is available and ready to ship, it is often months before you receive your merchandise.

Updated on 12/16/2024: I still have not received any type of updates. My couch was picked up by a third party weeks ago to check it out. I haven’t heard back from them either. Customer service won’t help because it’s being handled STILL by the original customer service rep, after multiple requests to deal with someone else I am still being denied. I wish I could update this with negative stars. Can someone PLEASE help me.

The worst customer service! I ordered a kitchen island in early September 2024 and waited approximately two months for it to arrive. I was sent an email and text of the delivery date, so I left work early. When I was home waiting for the delivery, I received a voicemail that the appointment had been cancelled. I waited approximately two more weeks for my delivery. I paid for "white glove" delivery, which means that it was to be delivered after assembly and inspection. When it was delivered, the delivery men brought it into my house and unboxed it, at which time, we discovered it was damaged (so much for the inspection). Obviously, it had to be sent back.

I recently purchased lights for my bathroom. I have been looking at these lights for months. The picture represented the brass color as lighter. When they came, they are much darker and do not match my other bath fixtures. I always chose carefully when purchasing online. I read the return policy carefully. I understood I would not be issued a refund for my shipping if I returned the item, but this company insisted I was not due the amount I paid for the merchandise itself. I was not even including the shipping. I spent almost an hour on the phone fighting for the cost of the lighting (not even including the shipping).

Why is this the only website I order from that has this issue with their payment system? I ordered from them and put part on a gift card and part on a credit card. They charged me multiple times, which sent me over my credit limit. They claim it's for preauthorization, but why is this the only business I've ever had do this? They should not be taking multiple payments off my card, causing the credit card company to notify me I'm over my limit. I remember now why I stopped buying from Pottery Barn, because it's nothing but problems with them.

If I could give zero stars, I would! I ordered the reindeer set EARLY AUGUST and was dumbfounded when, after many calls to customer service, I was told my order was not likely to be fulfilled. Horrible experience. Inexcusable service. Worse yet, I was offered zero compensation for the failure on their end to deliver their goods that were in stock when the order was placed. First and last time I’ll ever do business with this company and I do interior decorating! Their loss… Don’t shop with them!

Horrible shipping service, they are holding my bar stools I orders in August 2024 in a warehouse an hour away until my custom couch is also delivered in Jan 2025. The order said the stools would be delivered mid September initially. I called customer service twice and they were polite but clueless. Supervisor was unwavering from saying no to every solution I suggested including uncoupling the orders and forgoing the white glove delivery service. They would not allow me to return and reorder without losing my original discount. They seem uninterested in retaining me as a customer or trying to resolve my reasonable concern with their lack of communication and poor handling of shipping. I won’t be shopping with them anymore.

Horrible, horrible, horrible. No other words to describe customer service in stores and the offices. Absolutely no one knows what is going on. I ordered $10,000 worth of a bedroom set in July and did not receive it until November 13. And that is only because I closely tracked it and was pushing as soon as it landed the vessel for a delivery date it’s in a warehouse two weeks before they could ship it out to me. Ridiculous. Then it got here and they forgot to pack the ottoman which arrived on the same vessel as the bed-so stupid.

So was so excited to receive my new furniture pieces. After waiting 5 weeks I finally had a delivery scheduled and received delivery confirmation. They cancelled delivery the day before and rescheduled it for the following day, which they again cancelled the morning of the rescheduled and confirmed delivery. They again rescheduled for a third time but honestly at this point I feel like my time is valuable and I'm no longer willing to be treated as if my purchase doesn't matter to them. After requesting my order be cancelled I received an email asking for my order number without any reference to the problems experienced nor an apology. This is the last time I will order anything from them.

Pottery Barn customer service is a nightmare! I ordered two pillow covers and had to return them because the ones I received did not match. I was sent a return label and sent the package back via UPS. When I looked up the tracking number, I saw that it was received at their dock on 11/6. I called customer service to find out when could expect my refund and the service agent told me that it was received but that the return wasn't processed and they couldn't help me further. I've been a loyal PB customer for over 20 years and this is not my first negative experience with their customer service. It will be my last as I'm done with them!

I ordered a rug, it was delivered after months but came with large holes on them. So we returned them and order a replacement. Two weeks later they came back with the exact same rug with holes. The delivery guy said that this time we can keep it until a new one is delivered and help put the rug under the bed (which is an involved process) and company promised to bring in new rug for white glove replacement. Yesterday the replacement showed up but the delivery guys would not remove the old rug to place new one so they just left with it!!!

Wish I had read this before buying a $6400 couch at the Pottery Barn! The 1st delivery after 2 months was returned due to a couch configuration and a manufacturer defect, 2nd delivery had a small stain and we noticed it was not the down fabric in the couch cushions we specifically ordered!!! Stiff as a rock!!! The salespeople are in the middle of a management team that even with its quality control protections is failing miserably. No ownership or accountability at the Pottery Barn! We are still waiting to see if the cushions are going to be replaced if not they can refund my money (with interest)? Miserable buying experience going over the 3 month point. PS. Pottery Barn charged us UPFRONT and we have been paying interest on $6400 for months. Pottery Barn should not charge a dime to the customer till it leaves the factory door..! This should be illegal in California.

Worst nightmare shopping with pottery barn. I used to be a fan but not anymore. I went to the store to get “pro design” services and the items that were ordered for me when they arrive they didn’t look anything like the pictures. The fabric actually gave me a rash! I asked for return the next day after receiving them. The refund process was basically impossible. They don’t have anything in stock on the floor in their stores anymore, then they act like those items were “made to order” and I couldn’t get refund at all, weeks later I got Credit back to millions of gift cards that was sent to me day by day. Never again will I shop with them. And they still holding some of my money hostage. And we talking thousands. Some items are not even in the making yet and supposed arrive in one month and they tell me I can’t cancel them? I never experienced worse costumer service.

I finally cancelled my custom order of two chairs I purchased in early June. My two identical chairs were somehow separated in transit. After six different delivery dates that included 1) last minute cancels by the delivery hub, 2) customer service hanging up on me when I insisted they find the other chair and reschedule the delivery, 3) four more additional changed dates resulting from my constant calls to customer service to tell them the order still showed delivery of just one chair, 4) hours on the phone with customer service with them calling the delivery hub and locating both chairs; 5) repeated assurances that the delivery hub supervisor would call me without any return calls; and 6) two separate deliveries where I called prior to confirm delivery of TWO chairs and only one appeared, I finally gave up and asked for my money back.

I ordered this item August 21, 2024. About 10 days ago I received notification that it was finally at the Delivery Center and I could set up a delivery date. I have been trying to do that since without success. What I HAVE received is the person telling me they're "sending an email" because they don't see available dates and I will be receiving a call back.

Ordered some linen sheets. Two weeks delayed in shipping. No option of signing to confirm receipt of delivery or other ways of securing goods. Package goes missing and is never delivered. Pottery Barn doesn’t do the right (and legal) thing and reimburse or re-send, and instead insists that it is its contracting agent’s (Purolator’s) responsibility. Purolator disputes this—it is the contracting agent, so responsible for setting terms of sending goods to customers. Hours of haggling with Pottery Barn customer service and they basically advise to “dispute the charges” with the bank as a way of offloading financial liability.

I ordered a bed spread online on Oct 27th. Charge showed up on my credit card the next day. Estimated delivery of Nov. 4 -6. Is now Nov. 9th and tracking still shows "preparing to ship" and new delivery date of 8-11. I've called customer service twice and they're nice but no help at all. Also waiting on a robe scheduled for delivery today. Checked with tracking and it arrived in a facility halfway across the country today. No new arrival date. I'm done with Pottery Barn.

I ordered a custom made couch and it came with a defective cushion. I have been trying to get a replacement for 5 months. I finally received a replacement and it was the wrong one material. They sent memory foam instead of down even though I questioned it before it was sent. Every time I call I get a different answer. They keep saying that they will call back and no one ever does. No one knows what they are doing and keep giving me different answers. It is the worst customer service and I am beyond frustrated.

I wish that I could give 0 stars. I purchased a couch from Pottery Barn that was delivered in early January 2024. By March there was fraying on the underside of the couch, which we reported to customer service. A furniture technician came out to assess the damage and attributed the fraying to a tag being ripped off during delivery. He trimmed the frayed fabric, but as suspected, the fabric continued to unravel in those areas and additional areas on the couch.

Long time customer and so disappointed in PB lately. When I first saw these Bells with Bows on PB I was excited and looking forward to getting them and using them for Christmas. Opened the box and there were dents in the bells and the bow + material was absolutely horrendous. No wonder PB removed them or as PB says “no longer available” lol. Yes, merch quality at PB has declined.

They sent a broken item completely broken in half.. but even if the item was in tact it would have been utter garbage. The quality was non existent and so was the response from customer service. They will not send you a new one or offer refund unless you send the completely broken and unusable item back to them. You pay the shipping cost and have to go out of your way to mail it back. Will not be shopping here again.

I am beyond disappointed with the Cayman Platform Bed! After only a couple of weeks, it started creaking – and not just a little, but loud enough to wake us up at night! It’s been creaking for months now, and it’s driving us insane. I tried to return it within the 30-day window, only to be told that it couldn't be returned because it was "made to order." How is that possible when I didn’t customize anything? This bed is sold as-is, yet they somehow used that as an excuse to keep my money. This company is a scam! They market themselves as an upscale brand but deliver low-quality, poorly made products that don’t even last a month before they start falling apart. Don’t waste your money here – you’ll regret it as much as I do!

Buy at your own risk from Pottery Barn - absolutely zero customer service if anything should go slightly wrong. I ordered numbers for the exterior of my house online in July. Two of them shipped and were received in August but the last one was backordered unitl November, I was told. I received an unknown package in September - a coffee mug I hadn't ordered, but was addressed to me, and no indication of who the sender was - so I dropped it back to Canada Post.

As someone stated below, there is a reason that Pottery Barn does not offer the option to review their products on their website. It is because everyone would likely complain about shipping delays. I specifically ordered furniture that was labeled as “in stock” and “ready to ship.” I could have gone with a different model or even a competitors’ model, but I needed the furniture to get to me by a certain time and I assumed that the timeframe advertised to me at time of purchase would be honored. Although I have been charged for these items soon after making the purchase, the items have not yet been delivered and, more importantly, no one can give me a definitive answer of when they will get to me.

I ordered 2 rugs online. One at local store. One to ship. Rugs didn’t work and were returned to local store. Store will keep them in stock. PB corporate took off $35 from a $102 purchase and called it “shipping” store could not override.

I am DONE shopping at Pottery Barn and I believe the only way for the company to listen to their PAYING CUSTOMERS is for everyone to BOYCOTT POTTERY BARN!!! I have been a customer for 20 years and the company has become worse in the past 5 years or so, since the new CEO took over. On Oct 26 I ordered a $300 quilt “in stock & ready to ship”. EST delivery 10/31-11/4. Today is Sat Nov 2 and status is STILL “preparing to ship”!!! I called yesterday and was told there is no way for Customer Service to send an inquiry as to the long delay. Either just wait and call again if I don’t get it by Nov 4!!! Or was told I could “cancel & reorder to see if maybe it will ship out faster”.??