Pottery Barn Reviews

Hello, after decorating my entire home in Pottery Barn, they accidentally forgot to ship my bed. We are very understanding until they delivered the wrong bed. On the day they delivered it we refused the item, but they told us they could not take it away. They would have to do an even exchange at a later date. We then found out three weeks later they wanted to recharge our credit card for the correct bed and come pick up the original order. Along with that we would sleep on the floor until November 11th due to their mistake. This is very unlike this company but we noticed a shift in their customer service. We are contemplating returning 27,000 in furniture due to the poor customer service we have received. All over a bed.

Updated on 10/10/2024: Pottery Barn picked up the media stand. We are waiting for the refund.

Ordered and paid for 2 couches in January of 2024. We still have not received them October of 2024. We are not able to talk with anyone that have power for resolution. Now they can issue credit once they have it confirmed from their vendor. I did not order from their vendor. This makes no sense. The cancelation request was sent to the vendor on 9/30. It will take a few business days for a confirmation that the items have been canceled. If they are not able to be canceled due to being too far along in production, we will issue a refund once they arrive to the dock. The dock???? I was told they were made in the USA. Scam. Fraud. Dishonest!! Not Made in the USA. They have RETAIL·ADVERTISING. Pottery Barn parent Williams-Sonoma fined for marketing furniture as ‘crafted’ in the U.S. when it was made in China. BY THE ASSOCIATED PRESS. April 26, 2024 at 8:35 PM EDT.

I purchased a Christmas sheet set from Pottery Barn. It was to be delivered on Sept 24th, 2024 but has not been shipped yet. The item is still listed as being “in-stock” and ready for shipping. I have called 2x to request cancellation of the order and a refund. Both Customer Service Reps apologized and said they were taking care of the problem. My money has still not been refunded. Looking at other reviews, I see this is a real problem. I will be contesting the order with my credit card company for resolution. I was able to buy a similar item at Crate & Barrel. I received excellent customer service and they will get my future business. Pottery Barn is no longer the company they used to be.

If I could give PB zero stars I would. I ordered a dresser and when they processed the fee they didn’t use the gift cards I had. I then spent hours trying to get this resolved. Once they applied the gift cards they never credited the amount to my credit card so I spent more hours on the phone. Finally get the dresser and it’s broken - the drawers don’t work, the color is off and there are chips everywhere. I call and they agree to replace the dresser. Replacement dresser was not only delayed but when I received it the second one was also damaged. The delivery person even told me they flagged the problem before they brought it out but was told to deliver it. When they delivered it I had to spend an additional two hours on the phone trying to get them to fix it. If I didn’t have the bed frame that matched the dresser I would not have ordered it and would have returned everything to PB. I will never purchase another item from this store again.

After scheduling a delivery for our table they informed us multiple times throughout the day that the delivery time was pushed an hour. After waiting at our house all day they finally informed us at 9:30pm that they don’t have enough time to deliver it. Instead of rescheduling for the next day, they now don’t have availability for days to deliver it!! We now have to waste a Saturday and stay home from 7-7pm because of their mistake. Customer service didn’t try to help at all. I will never purchase from this money sucking and horrible customer service company. Christina and Bruce from customer service were horrible and not helpful at all. They do not put the customer first.

I ordered a product from Pottery Barn Kids on July 14th. It was supposed to be delivered by September 4th. They delayed the delivery date 2 times now - the new ETA is October 7th but the order status is still "preparing to ship". I called more than 7 times the Customer Support and they just won't help. They always tell me they are sending an e-mail to the vendor and I should expect an answer in 3-5 business days. I haven't received one answer still...One of the employees kindly gave me her e-mail so we could talk directly, but have been ignoring me since September 9th. No one in customer support can assure me if and when I'm getting my product, I asked to cancel the order more than once and they said they needed to write to the vendor and wait for the answer. This is absurd - total lack of responsibility towards the customer. They have my money, they can't even tell me if I'm getting my product, and they won't let me cancel it.

Like others have said, they have shown up multiple times to my home with no hardware, and just dumped the wood parts. I have a pile of office furniture that hasn’t been assembled in almost a YEAR. Will NEVER purchase from Pottery Barn EVER AGAIN. They are a total disaster. Pottery Barn rep, do NOT respond with a stupid generic response to send you a message. I will not be doing that. You can pound sand.

My experience with Pottery Barn has been horrible. I ordered a storage cabinet. Got an email saying it would be delivered on a certain day. Didn’t arrive. Called several times. Was told it was on a truck a week later. Email says delivered. I never got it. I keep calling and getting the run around that someone will call me back. I call twice a day everyday. They say they are looking into it. So Pottery Barn has my money. Order email says delivered. I have no cabinet and I get total apathy and lies from customer service. I truly don’t see how they stay in business.

On August 31, 2024, my wife and I placed an order totaling over thirty thousand dollars worth of furniture. Unfortunately, our experience with this purchase has been nothing short of a nightmare. First, my wife experienced separate charges for each item ordered. We were never informed by our sales representative that the order would be so convoluted that we would need to itemize everything ourselves to ensure accuracy. These multiple withdrawals triggered a fraud alert with Key Bank, which my wife only discovered while grocery shopping. Not only was she unable to complete her purchase, but the situation caused her embarrassment, significant inconvenience, and wasted time. She was furious and even wanted to cancel the entire order. Although I spoke with the manager and gave my wife time to cool off, it set a terrible tone for the entire process.

Severely disappointed with Pottery Barn's customer service. I have curtain panels (4) that were cared for exactly to the care instructions on the tag. All 4 panels are completely ruined-misaligned, lining is longer than the panel, and about 6" shorter than what they were. This was the first time I had to clean them since the purchase which was 3 years ago.

On June 17th, 2024 we purchased on order number **, a Cameron sofa and two(2) PB comfort recliner chairs. They did not have the Cameron sofa on the floor to try out, but they did have the PB comfort chairs. We tried out the chairs and we loved them. My wife and I both told the sales lady we want a couch that has plush soft cushions on the bottom and nothing hard. They sent a decorator to our house and she told us this would work and that it would be soft and plush and go with our chairs and living room. They do not go and too small and the color of the couch doesn’t blend with the color of the chairs or the room.

I recently had a very disappointing experience with this company, and I feel compelled to share my frustrations to save others from making the same mistake. First off, I ordered some Halloween clothes, and I was shocked at the quality. The fabric is so flimsy that it ripped easily just from trying it on. Not only that, but the decorations on the costume fell off almost immediately. It’s unacceptable for a costume that’s supposed to be festive and fun!

What is with your delivery service? I ordered 2 items August 30, 2024 and I still do not have them. One looks like it’s ready to ship and another waiting. I called your customer service and was told it’s on its way to Buffalo from Texas. Are you walking it there? This is ridiculous. You have my money. I have no product. For a higher end furniture store your service is lacking. I want my stuff by Thanksgiving. I don’t think that’s asking too much considering by then it will have been a month and a half since I placed to order.

WOULD NOT RECOMMEND - My partner and I purchased the Reed Dining Room Table with "White Glove Delivery". The delivery team showed up an hour after their 2-hour delivery time frame and didn't have the hardware for the product, so left the wood in pieces in our kitchen. We were told that we'd have a call by end of day rescheduling the delivery but received no call.

We have been waiting for the canopy bed from Pottery Barn Kids for our 10-year old child for a month, now we are told the bed was lost and the replacement order would take another month to be delivered. We spent days tracking down the delivery. The first time, the driver didn't even come to the door to deliver and claimed he waited 15 min and left without delivery.

We purchased a sofa, two matching Tahoma chairs (custom upholstery). The chairs were delivered on Dec ’23… In September - (9 months later!) A guest was sitting in the chair and the front support bar collapsed and broke away. I set up a case with Customer Service and have been advised that they will not replace, repair or even credit the item… I am disgusted! While the Customer Service agents are kind & empathetic, the “Leadership Team” has not called back other than to leave a message that I am on my own to call Furniture Medic & pay for repairs!!!

I would never recommend pottery barn and all of its affiliate stores to anyone. They have the worst customer service and the products they send to you are damaged or not handled with care from a whiter glove service that you overpay for. They are way over priced for the quality you receive. I've learned my lesson and would never place another order with them again.

Terrible customer service! I purchased a personalized backpack set on July 29, 2024, that was supposed to take 4 week delivery. This date pushed several times. After 6 weeks I called customer services (because there are no phone numbers or chat options to reach out) and was informed the order would not ship until December. I indicated this was not acceptable and to cancel my order. I then purchased a new personalized set elsewhere. Five days after my phone call, the Pottery Barn backpack set was delivered. Now I have two personalized sets for my child that cannot be returned. I indicated I would accept a reasonable credit and/or discount for future purchase to which I was declined. I will never shop at Pottery Barn again, the shipping times are outrageous, contacting customer service only through phone is terrible, and they made no effort in correcting this issue. After reading all these reviews, it seems this is not a one-off scenario.

October 15, 2023 I purchased a dining table, bench and chairs somewhere close to $4000.. It's 9/16/2024 and we still have not received any items. I've called a few times and this last time I spoke to someone they said something about the credit card not being charged a certain amount of money, Like $40, I told her to charge it so we could get our items, mind you if that was the reason why hadn't they reached out to me to let me know.. Anyways, she said I could check order in 5-7 business days. I checked and same thing, I checked today and they pushed my delivery date like they do almost every month since we've ordered. Why is it taking so damn long. Every month they say we are going to get our items and every month they push our delivery date.

Terrible customer service experience. As an interior designer in the B2B program, I received 2 identical lamps and just one of the lamps had a harp that was a bit off-kilter that caused the lamp shade to also be off-kilter. After making a customer service call, I was informed that I'd need to send the whole lamp back (minus the shade) and a replacement lamp would be sent. The new order email came and said I would be receiving the lamp in March 2025 (this is Sept. 2024). I called back as that was unacceptable.

I purchased 6 cotton curtains from Pottery Barn in April 2024 that were described on their website as machine washable, with no mention of possible shrinkage. I finally took them out of the box last week and installed the curtain rods. Then I washed the curtains according to the instructions, and they all shrank in length by 4 1/2 to 5 inches each. When I contacted Pottery Barn customer service to express my dismay, the representative was polite and told me he'd talk with upper-level management. Although I didn't expect a refund (because I'd purchased the curtains in April), I was hoping for some sort of recognition or gesture to acknowledge their error. I didn't receive a refund, which was no surprise. What bothered me was that Pottery Barn's management showed absolutely no concern about the incorrect product information for these (not inexpensive) curtains. My advice is to steer away from this company. I've concluded they're not trustworthy.

The only reason this review is getting ONE star…yes, I said ONE star… is that the customer service representative seemed professional, but not always honest, nor was she willing to go the extra mile, until I got completely frustrated. It’s funny how if you complain enough….all of a sudden, they can actually do MORE for you, than what they initially said!! I have a customized chair that is supposed to be delivered on Tuesday, but we are going to be out of state, now. I am not going to sit around and wait for Pottery Barn to let me know, when the delivery was going to actually happen. It surely didn’t happen within the promised timeline, according to the email I received, from the courier. The courier says we are not able to reschedule your delivery anymore. Yes, it says that that message right on their website! Yet, the Pottery Barn representative expected ME to call and reschedule this delivery!! What a nightmare!!

We ordered a green bed cover and matching shams mid-August. The shams were supposed to be king-size. When they arrived one was a long and the other a king. I call to bet a shipping label and return them. They arrived to them in three days. Then nothing. I called three separate customer service reps. One said they were back order, another said the shipment was delayed. The third said she thought they'd come in a few more days. They never did. Finally, on my fourth try the service rep said they had never been sent out. He for Ed the shipment. Ok great. We get a shipping confirmation and a month later they arrived. I open the package and they are the wrong color and another pattern completely. I am not even bothering anymore. I'm just cutting my losses because I'm convinced they will never get it right. So disappointed.

Purchased a bedroom set. Contacted Pottery Barn with a question about the distance between the slats on the bed (important to get answered because of requirements for the mattress I wanted to purchase). They said someone would get back to me in 2 business days. 3 days went by, and I contacted them again. They submitted another request with their team. It’s been 2 weeks, and I still haven’t heard from them.

Pottery Barn shipping and delivery dates are misleading and outright false advertising. I ordered 5 items and was given 4 different delivery dates on the day I ordered (2 items were to be shipped together. One item arrives per the date. I can see that the next delivery is shipped and nearby. I made numerous calls to CS as the product was never delivered and the date kept getting pushed back. On my 4th call I was told that the product would definitely arrive by 9/12/24 per rep and “leadership.”

I will think twice before ever purchasing from Pottery Barn in the future. They do not stand by their product or customers. I purchased a custom slip cover couch, which was delivered towards the end of 2023. Washed the slipcover as instructed & it came out of the wash with gray streaks & it shrunk so it would be barely go back on. The 2nd time I washed, it shrunk even more. When I called a few weeks ago I was told to take pics & someone would reach out. After never hearing back I called again & was told because I didn't call within 30 days of receiving they wouldn't replace, they also kept saying I purchased in 2022. So now After owning this couch for less than a yr, I have a stained slipcover that doesn't fit. These covers to replace are over $1000.

We ordered some baby furniture ($5,000+) back in May and were told that two of the four items (the most important) would be delivered in June, one in August and one in September. We followed up at the end of June and were told it was delayed (nobody knows why) until July. Again, followed up deliver was delayed until August. It is now September 10 and my daughter is expecting in early October. Needless to say, she doesn't need this stress, expecting her first child is stress enough. This had been a very frustrating and exhausting experience. Nobody knows what is going on. Worst yet, nobody really seems to care. We feel so stupid, we should have read all the Pottery Barn delivery reviews because they are all true. Funny thing (actually not so funny) Pottery had no problem charging my credit ON TIME!! To make matters even worse, we are told we can't get a refund despite their terrible service and apathy.

I ordered a, 8x10 rug from Pottery Barn online and requested white glove delivery service, which was an additional $279. I had to cancel the order before the rug was delivered. When I did not see the credit for the rug appear on my Amex, I called to inquire. While the customer service rep was polite and professional, she informed me that her supervisor said that I had to pay the $279 delivery charge for an item that was never delivered. The explanation for the forced charge for no service is that they had already delivered the rug to their delivery center, so I had to pay for their delivery to themselves. Did they use the white glove protocol for their own delivery! Never will I again shop at Williams Sonoma or any of its companies, including PB and West Elm. BEWARE!

In January 2024, I went in store to Sherway Gardens and the most incompetent sales associate screwed up my order and I could not get the cash back I paid because they moved my money to gift cards. Basically I was stuck to get furniture through them. I ended up ordering through the website a table and chairs and it's now September and still not a table or any of my chairs delivered. How can a company get away with taking THOUSANDS of dollars from customers and not deliver products? I will be calling yet again to tell at another incompetent pottery barn employee. We will NEVER again purchase or recommend furniture to anyone. They won't be in business much longer with this poor service/follow through. Look how retail is going! Your time is coming PB.

We purchased a sofa bed at Pottery Barn (PB). We needed to change it because it didn't fit in our room. Our customer experience was terrible because the information was not transparent and was confusing from the beginning. We expected refunds and changes to happen easily because we were purchasing a big item, and there were no remarks regarding difficulties getting a refund or making a change. Some facts to explain the situation:

I would give no stars if I could. The glue can be seen through the mirror on all the panes. Big and very noticeable black marks. It didn't happen right away but now, two years later I see them everywhere. Pottery Barn will do nothing because it has been over a year. Each mirror was well over $200 and they will do nothing??!!! Junk. I have many mirrors in my house from other vendors and never this issue.

I purchased a custom sofa from Pottery Barn and it was sent back the day it was delivered. The cushions in the two backs have a 2" gap and the bench cushion is also too small. It looks awful and nothing like the store sample. I would not have purchased it for over $4,000 if it looked like the one I got. Now Pottery Barn will not credit my charge, they are insisting on a store credit. I do not want a store credit to buy another sofa that will likely also be defective craftsmanship. I have bought many many items from Pottery Barn but I will never step foot in their store again. I feel they are violating the Federal Trade Commission guidelines that states a product must match the sample shown when purchased. My sofa does not match the sample.

In June I ordered over 10K in furniture. There was a disappointing but reasonable wait for most of it. However, for our outdoor furniture the website indicated it would come at the end of the month, which seemed very reasonable. I also ordered a dining room table, which indicated it would come end of Sept. That one was long, but we were willing to wait. The chairs were delivered relatively quickly, but the table was not.

I am a current customer awaiting delivery of an order first scheduled for July (May order). Every week or so the delivery is pushed back a week or 2. Now scheduled for September 27. I have spoken with salesperson and she was going to find out what problem was. Since she hadn't called back I spoke with another and she explained what she saw on the computer system and assured me delivery would be before end of September.

Unreliable customer services. False promises. They sell you items that are not in stock. While customer service agents are very nice and professional, this is a real problem. The management needs to improve its logistics and how it does business. Awful!

I have had the worst experience with Pottery Barn, and will never shop there again. I bought $538 worth of bedding and it was shipped to the wrong address, I’ve tried to resolve with BBB and pottery barn lies through them and says their chargeback team is handling it, the chargeback team says they can’t help and sends me to customer service, they won’t help and says leadership will contact in 2-3 days, it’s been two months, just plain disgusting.

In July 2024 we purchased a Pearce Sectional along with a Toulouse Bed in store. The delivery fee was to be $379. 6 days later we asked if we could add to the order to avoid a second delivery fee. The store general manager indicated we would be charged a second delivery fee initially but it would be refunded when the 2 orders were delivered together. We were even assigned a case from the Retail Dedicated Support Team with Williams Sonoma Inc.

Bought a recliner a year ago the base broke in half in 9 months. They have as of today replace the base and keep pushing the date back and will not replace this cheaply made chair which was expensive to buy. Chair is in my garage because fell out of it and hurt my foot.

Received a refund. Thanks Pottery Barn!

I ordered a light weight down alternative queen size duvet insert on 7-17-24. It was supposed to arrive by July 27. It didn't. I looked on my account and the delivery date was changed to August 30. August 30 came and went with no delivery. Meanwhile, I have called Pottery Barn 4 times about my order and couldn't get any help from customer service. I looked on my account and a new delivery date of September 30 was listed. They didn't even bother to email me or contact me about it! Keep in mind that they charged me the full cost on July 17, 2024. So now, if it never arrives, I have no recourse through the credit card company, because the time from the purchase is so long ago.

I ordered three Aria 22.5” lamps, and despite the extensive glass-base lamp packaging, all three arrived tarnished, scratched, and in terrible condition after almost two months of waiting. It was a hassle to get them to send me a shipping label for the return, and it took an additional six weeks to get my refund. Against my better judgment, I re-ordered them, and to my disappointment, the replacement lamps also arrived damaged. Dealing with remote customer service has been frustrating, and I've decided to discontinue doing business with them. Unless you're buying a candle, be cautious!

The company did reach out, apologized and compensated the refund.

I purchased 3 custom made upholstered bar stools for $1800. We’ve had them 20 days, they barely get used, and the wood cross bar that supports the feet snapped off last night when my 13 year old was sitting down. He’s 125 pounds. Like anyone would, he pushed himself into the chair using the footrest portion and it broke off. These are assembled with a lightweight dowel and glue. How on earth are they supposed to function as foot support for an adult?? These are cheaply made and outrageously priced. Waiting to hear from PB about this. No doubt the others will eventually break too, so $1800 down the drain. It was the Payton upholstered stool, and no surprise ratings and reviews aren’t allowed on PB products anymore. For shame.

I used to feel absolutely at ease ordering from Pottery Barn because their customer service was top notch. But my last 2 orders have left me never wanting to buy from them. I ordered an electric fireplace that looked in the picture as if it could be flush mounted to the wall to look like a real gas fireplace, but when I got it I realized it couldn’t be mounted that way and would stick out from the wall looking really bad. When I tried to return it, they said it couldn’t be returned. After much finagling, she offered me store credit. I was ok with that, but it’s still frustrating. Then I ordered the exact same pocket watch clock that I’d had for 20 years and it came in much lighter, cheaper and very poor quality compared to the one I got in the early 2000s. It also could not be returned for some reason. I won’t be buying from them anymore—not when Amazon has such amazing return policies.

What a nightmare of 5+ months it’s been. Purchased 3 items in February and spent close to $6k. Waited 1 month for 1 item and it came damaged. I had to wait another month for the item to be delivered again. They can’t send replacement parts, they have to rebuild the whole item again. I waited 5+ months for the other 2 items. Items came after multiple delays with missing parts that PB didn’t want to resolve. I spent hours on the phone with PB trying to track down the missing parts. Also, the items had Pulaski plaques on them. Turns out PB sells other brands too which I was unaware of.

We will not be buying from PBK again. FURNITURE SPECIFICALLY: We went to the store 3 times to discuss what we were looking for and to have help ordering so nothing would go wrong. I didn't understand the dimensions which are mainly listed as X x Y x Z and wanted to make sure I knew what was depth, width, and height. I think a major red flag was the people at the Phoenix location didn't even know and had to go verify - but I figured once they sorted that out we had the ball rolling.

I ordered a dining room table with matching bench in March. They said it would be delivered in May, which was fine. I've ordered furniture from PB multiple times so I knew to track progress via their website, which has always been very helpful. When I tracked my order toward the end of May, the delivery date was in June, which was still fine. I tracked my order in June and then it was showing delivery in July. I called customer service and they couldn't tell what the issue was and why the delivery date kept pushing out. I was told they would look into it and get back to me (they didn't).

My experience with Pottery Barn customer service line was absolutely Horrible and exhausting! You cannot talk to a supervisor when a problem is not resolved. I spent so many hours trying to resolve a very simple issue- very frustrating since we are such honest and loyal customers. My recommendation if in central Florida is to shop at the mall of millennia pottery barn. Stacie and John resolved our issue within minutes. Be prepared to get a huge runaround if you call the customer service Phone number. They really need to train their agents in courtesy and professionalism.

I purchased a duvet and shams on July 16. I was told they would be available on August 19. I called early August and told them I changed my mind and would like to cancel the order. They told me they were about to ship so they could not, cancel the order and I would just have to return them. It is now the 22nd and the order says it is prepared to ship on September 15. This was a gift and I had to go purchase the duvet and shams from another store. I simply want the order canceled and my card credited. It is clearly not ready to ship At this time since it is not going out until September 15. I feel like I am being scammed and they have charged me two months before the order went out which allows them to make interest on my own money.

This is the second time I’ve rejected delivery on the exact same item. My name was on the box indicating I rejected delivery the first time because the item was damaged. Then they showed up today with the same rejected item apparently hoping I wouldn’t notice the damage again. Customer Service and the delivery arms seem completely disconnected. I thought things would improve post-COVID but they’ve gotten worse. I love Pottery Barn’s products but I’m done with their careless delivery and uninformed Customer Service. Fix your systems or go out of business.

For years I have bought furniture, etc from Pottery Barn, and their shipping and customer service has gone downhill. Over the past year, they have mailed me broken planters, cracked vases and serve ware with cracked backing. What I am most upset about is I ordered 3 planters in March 2024, and only received one. On their online tracking, it kept showing that the other 2 are back ordered, then that they delivered one but the other was back ordered until August 2024 when their tracking reflected I had received all 3. I have called them over and over to advise that I only received one, and they promise to check with the shipper and get back to me but never do. I am almost scared to order a sofa from them now. It’s a shame.

My first experience with Pottery Barn was amazing. I purchased a sectional sofa that is great quality. The second experience was rockier. I purchased a bar cabinet in a different configuration than what was delivered. Pottery Barn was quick to reconcile the situation. This last experience has been a nightmare. I purchased an outdoor couch for my front porch in early June with a delivery window in late June (was really looking forward to morning coffee on the porch/many summer days of enjoyment). The delivery window was pushed weekly as there were delays in receiving the cushion covers. I finally saw a glimmer of hope... The cushions showed that they were delivered. I waited another three weeks after I saw that they were delivered and finally reached out via chat as they had not reached out to me.

I ordered my daughter a bookbag and a lunch box, both said in stock when I ordered and I received a confirmation saying both would arrive between 8/21/2024 and 8/23/2024. However when I went to check on the delivery date today, it said the lunch box would not arrive until 1/3/25 to 1/7/2025 because it is on backorder. I ordered them for school, which starts next week. I never received an email with an update about the lunchbox so now I have to quickly find a replacement. I called to see if Pottery Barn could replace that lunch box with a different one and expedite the shipping. I spoke with Asher, she said that she can cancel the one I ordered, but that I would have to place a new order and pay for the extra shipping cost. I told her I believe that they should be paying for the shipping because I ordered it with the understanding that it would be delivered by 8/23, and then was never notified that something happened.

I purchased the Pottery Barn Comfort Small Space Power Recliner because I had surgery on my leg and needed a chair that would gently elevate my leg while I was recovering, and my thought was the power recliner was a good fit. However, after less than a year, the power no longer worked. I called Pottery Barn, and they replaced it with a new power recliner, this was January 2023. Then last night, I attempted to recline, but the power did not work again! I tested the outlet, and it was working.

Updated on 08/28/2024: Mattress arrived and are not sized appropriately for the beds. The Westin Heavenly is absolutely not sold as advertised. I tried to make a review and to post images of the measurements and the mattress lying on the bedframe. Unfortunately, Pottery Barn will not allow this. I’m deeply disappointed in this company.

Used to be the best. Was charged immediately for $3200 for an item not being delivered until December. I specifically called and asked if I would be charged and was told no I would not until it was being delivered. They would not credit me and said it was a manufacturer delivery and they could ask but had no control. I filed a complaint with my credit card company to remove it. Never shopping with them again. My whole last house was PB. Very sad.

Extremely Disappointed with Pottery Barn’s Service. I am writing this review to express my extreme dissatisfaction with Pottery Barn’s service. I placed an order for furniture in December of last year, and here we are, several months later, with no delivery in sight. This experience has been nothing short of frustrating and unacceptable. First and foremost, the lack of communication from Pottery Barn is appalling. Despite numerous calls and emails to their customer service, I have received vague and inconsistent responses. No one seems to have a clear answer as to why my furniture has not been delivered or when I can expect it.

Pottery Barn Bethesda, designer Laura, and the manager Vanessa ghosted me (the customer). Background: Pottery Barn offers free in home visits to plan use of space and guide decisions for purchases. I made an appointment for in home visit two weeks ago. The appointment was for 10 am. They were a no show. We waited one hour. I called the store at 10:10 am to ask if everything was ok and if there were any problems finding my home. I was assured by the customer service worker that the designer was on her way since 9:15 am, and would definitely arrive. At 11:00 am, Laura was still a no show. When I called PB to ask what had happened, Laura was put on the phone and said it was a mis-schedule. The manager, Vanessa, said the same. They did not have the consideration to call or contact me prior to say there was a conflict of appointments, but merely did not show up to my home at all.

PLEASE READ IF YOU WOULD LIKE A RESOLUTION TO YOUR PROBLEM!! I started this review with one star - have upgraded it to a 3 star which is considered 'satisfied with the experience' - although I didn't have a great experience with the quality of the 2 rugs I received, they were able to resolve my concerns and REFUND my money. I am grateful that they followed up with me and with a couple of emails later, I was returning the rugs to them at no charge and was refunded for both rugs today. I am VERY pleased with the outcome.

Updated on 11/24/2024: This is a follow up to my first one star review. We purchased the canyon square arm couch in Jan ‘23. We started having issues with the seat and back cushions caving in. After many, many months of trying to get Pottery Barn to solve our issues, they FINALLY sent us replacement seat cushions (not backs). They were good for about 2 months, but now they are doing the same thing. As they get broken in, they lose their shape. The cushions sag. The back cushion filling separates and creates two clumps. So the back cushions fold in half and do not retain their shape.

I used to LOVE this store! I have had nothing but absolute problems with this place. Go in store and you still have to order online, no selection to choose from. Order on online, get it and doesn’t work, they only refund you 75% of what you paid! Infuriating!! Tried exchanging towels in store for just another color, THAT THEY STILL HAD ON THE SHELF and they would exchange the color bc it was over 30 days (barely). New build, colors weren’t official yet. I loved their products but. It enough to pay them just to shop there! Absolutely no excuse and their floor staff have turned into snobs! Their view seems to be we have the privilege of them letting us shop with them. Absolutely no more!!!

Purchased over $20,000 in furniture from PB. Two of our leather recliners were delivered without the small legs that go underneath. Now being told I have to wait another 6 months. Contacted our salesperson (purchased at the Baton Rouge location) and am told that the issue has been escalated but have yet to receive any sort of resolution. Furniture delivered in June 2 months ago. Legs are not scheduled for delivery until December! We can’t open the recliners because they are sitting flush in the ground without any legs!! 2 months since delivery, no one has resolved this issue! I am so disappointed.

The Pottery Barn team who tried to deliver my couches were very professional, very nice. I would highly recommend them. However, Pottery Barn sold me a pair of couches that do not fit through any of 4 doors in two different condos I own. These are regular size doors that other couches have fit through, including the previous pair that were 81" long. The new ones from Pottery Barn are 83" long and fairly deep.

Nasty customer service and business. This sketchy company sent me frames completely damaged that cost $200, I was told to mail them back before they sent a replacement. Also was told I couldn’t take them back to the store for a return. I took them to the store and returned them. Got my refund. Called back and asked for the same product with the discount I was promised but customer service will not accommodate you in any way and said that is not a thing, they don’t discount products any further. They said I could order it and they will compensate me after I receive the item but they can’t tell me how much they would compensate and when they do compensate it will be marked as final sale. So they could give you a product that may be fine with a 5% discount and no return within 30 days…

This is the WORST company to deal with; period. It seems like they have hundreds of customer service representatives because I have spoken with over two dozen and counting. Paid for furniture that was IN STOCK but when it came time for delivery was told it was given to another customer. Waited a week and then it was delivered but MISSING parts. It's been over two weeks since then and I am told maybe 2-3 MORE weeks. They took our money and haven't delivered what was paid for. That's theft or fraud or both with no end in sight. Only resort now is to report to Consumer Protection Bureau and the Attorney General for deceptive business practices and possible consumer fraud.

TERRIBLE CUSTOMER SERVICE!!! Do NOT buy!!!! I bought a sofa here and they are refusing to refund me for a store credit not even a return to card. There are holes, rips, seams coming undone, dirt on it, crinkles all over it that will not come over. It looks like a sheet is on my sofa. Spend your money at Walmart before buying from them.

I just bought a house and purchased outdoor furniture which was delivered at the beginning of this summer. The table and chairs have held up nicely, but the benches are such cheap quality and have not withstood the elements despite being very expensive. The coating on the benches are completely chipped, I have attached a picture of part of the bench as an example. When paying an arm and a leg for furniture, I would expect it to last more than a couple months. I called Pottery Barn asking for a replacement, and they told me they only replace items within 30 days. Really poor customer service. I’ve spent tens of thousands here and was planning on ordering more, but definitely will not be ordering from here again.

I ordered a swivel rocker recliner on Feb 10. It was supposed to be delivered in May. Then it was pushed back to June and we finally received the chair in July. The delivery was two hours later than the scheduled time and when the chair was unboxed it was stained and dirty. Customer service said I could get $150 or they would send someone out to clean it. It is now August 10th and the chair has not been cleaned. I was under the impression that Pottery Barn furniture was some of the best, but I should have noticed that there were no reviews on the site. Do not buy furniture from Pottery Barn - it's not worth the wait and certainly not worth the cost. Very, very disappointed.

I purchased the Pottery Barn ghost hologram mirror. The total cost was $462. I ordered this over a month ago. It arrived today completely shattered. Their customer service could not replace my item as it's no longer available. Wouldn't you think that they should have a few in back log to ensure their customers who pre ordered would receive their item in case it arrived broken. I mean you would think that a company like Pottery Barn would make sure their customers are taken care of. They should assume some will arrive broken. It's a MIRROR! And be able to replace them. So I called and they were not able to replace my item. They were only able to refund me and the supervisor refused to get on the phone with me to even listen to my concerns.

I purchased a leather recliner 4 years ago, after about two years the kick out started to fray, shame on me I did not contact them sooner, today I inquired if I could purchase the leather to have it repaired myself, felt it was a reasonable request, I was called back by customer service, they do not sell leather by the yard, my purchase was out of date, they had some leather remnants available to give me but not in the color of my chair. I’m sure one of their designers would have thought a mismatched chair was great. They could not even give me another source to call for the leather, basically told me I should find the fabric myself and find someone to fix it. I have been a long time customer and I have many rooms furnished with Pottery Barn. Never again will I purchase something from them

Absolutely terrible customer service! Made an order at 8 PM. Cancel the next morning at 9 AM. They failed to cancel the order properly then charge me a white glove delivery service when the order was canceled. The white glove delivery service was charged even though the delivery was going to be to a store and the charge was $400 US, I called five separate times on the order itself and they refused to let me speak to a manager and they said they refuse to refund the 400 US. Horrible horrible horrible customer service, definitely do not recommend buying anything from Pottery Barn.

I purchased a Pearce Roll Arm Upholstered Sofa on July 23, 2022. I spent $3,815.96 on said sofa. First of all the sofa was to be delivered between October 31st & November 15/22. It eventually did come at the end of December of 22. I had the sofa for a month and I noticed pieces of fabric sticking out of the piping around the cushions and I was afraid to touch them or remove them in case they would start to fray.

Pottery Barn Indio outdoor patio table and chairs. Kept inside for 2 years while landscaping. Covered with Pottery Barn cover when not being used. Chipped peeled, cracked, wood warped almost immediately upon using. Because we didn’t use it for first two years because of delay in landscaping they wouldn’t do anything about it. Again, kept in garage for two years with no use. If you sit on chairs the paint peels off and gets all over your clothes. Table is slopped down where one side is warped.

I purchased a duvet and pillow set from Pottery Barn last year and over the course of the last year my duvet started falling apart, and the pillowcases have holes in them. I washed everything as directed on the tags and when I called into customer service they told me that I was outside of their 30 day return and one year warranty. In my opinion, spending $400 on a duvet that only last a year is absolutely ridiculous. They told me that they would not replace the item, provide no store credit, but only a 20% discount towards another item. I will never purchase another item from Pottery Barn as they have a no can-do customer service. If I’m going to spend $400 on a duvet and pillow set, it should last longer than a year. In addition to that, I also had photo proof with a timestamp showing what the item look like right under the year mark in the progression over the last month. They would still not do anything to replace the item!

I bought a beautiful table and chairs from Pottery Barn less than 2 years ago and it took several months to get it. The chairs are called Faith and they are black with sand colored seats. Recently I noticed that one of the seat of my chairs is just disintegrating. My designer called customer service and they were absolutely no help at all! Seriously these chairs are 700 dollars for 2 chairs. They said that they are out of warranty and wouldn't help in any way! I have spent a lot of money on furniture from Pottery Barn and thought it was quality. Customer service used to be good but now they are terrible! We use these chairs less than once a week for family dinners and they certainly shouldn't be falling apart.

My wife and I ordered a duvet cover on July 20th that was "In Stock and Ready to Ship" with a delivery date of about a week out. It is now August 7th and after multiple delays to the delivery time, we are not expected to receive our order until August 20th. Oddly enough, however, the item is still listed on their website as "In Stock and Ready to Ship" with a delivery date a full week before our order that was placed 3 weeks ago!

I purchased the Remington light (grand size) in “brass” for my 2 story foyer. Took it out of the box and the paint was scratched off the entirety of one side. PB offered to exchange, but I had to lug the giant box to UPS (was told bringing it to a store would only make the process longer). Fast forward and the electrician comes to install light number #2. Now the paint is scratched off the bottom of the light. This time, the light is almost fully hung before anyone notices. So I run to the hardware store and buy 3 paint items ($40) to try and salvage this thing, before I have to pay a guy to come out for a third time. The guy gets on his scaffolding to paint it. None of them match, but we settle on the best option.

This is absolutely the worst company I have ever purchased from, ranging from their extremely unprofessional customer service to delivery. I placed an order for a mattress and bed from Pottery Barn Teen on June 11th, 2024, and chose the option at checkout that stated delivery and assembly, presumably an assembly of the bed. After over 3 weeks of delays of not receiving the headboard and foot board of the bed, and only having received the mattress, I was fed up and called to cancel the order. Mind you, they had charged a delivery fee of over $300 CAN dollars for delivery and assembly. Since I had not received the full bed and no assembly was actually performed, I was expecting my full 300.00+ refund plus the price of the bed.

You authorized my sale, sent me a receipt, won’t ship what I ordered and you are trying to run my card several times a day. You have it tied up on Apple Pay. Renaldo not sure that’s her name could of cared less. Crooked Pottery Barn. You lost me as a customer. Give me back my money

Purchased Balboa chair in November ’23 and delivered in January ‘24. The seat cushion was over stuffed and doesn’t fit in the chair and slides off when sitting. PB didn’t want to take chair back because it is custom. Settled for $450 store credit. Four months later the back of the chair had ripples and waves across the back. PB scheduled a return for 7/25 for full refund. They never showed up and cancelled on the backend without notification. I’ve been on the phones for days. PB Refused to take the chair back or doing anything because of the $450 credit saying that I excepted chair “as is.” This is an outright lie. I never agreed to accept a brand new chair paid $2300 “as is” for a lousy $450 merchandise card. They are liars and do not care about selling you damaged goods as long as their pockets are full. DO NOT BUYER FROM POTTERYBARN!

I purchased a Pottery Barn Toscana Dining Table in January of 2023 (over a year ago) for $1500 ($1973 with tax+delivery) - it's a very nice table. Last week I got a splinter when I was working with some papers on the table and saw that some of the wood grain was raised and in need of repair. I have been extremely careful with this table and have used coasters and left nothing wet standing on it. When I contacted Pottery Barn customer service they said nothing could be done by them to either replace or return the table. So here I am left with having to find someone to repair my $1500 table at my own expense. I expected superior quality from Pottery Barn but this is not acceptable. I would not expect to buy a high end table like this that needed repair in just 18 months. I will no longer do business with Pottery Barn and intend to notifiy their corporate office if I can find the contact information.

I have been a customer with Pottery Barn for over 15 years. I recently had a corner table that was made out of recycled glass shatter for no reason at all. When I went to the Tulsa store I was greeted by store clerk and I explained the issue and showed her the broken glass. She said she would talk to the manager and be right back. I waited for over five minutes in the exact spot and she never returned. My girlfriend found her in the back of the store and she told her that she couldn't find me and that the manager said she had never heard of that happening before so they wouldn't do anything about it. I had heard that Pottery Barn customer service was nonexistent and I witnessed this first hand. The furniture at one time was worth the price but the quality and service has hit rock bottom. Save your money and time and shop where you will be appreciated.

We bought a 1200.00 coffee table from this joke of a business. Instantly I noticed you could scratch the finish off with the slightest rub of your fingernail. Not to mention, it took over 6 months to get it delivered. Pure garbage on their products these days. Spend your money elsewhere. This is not the same Pottery Barn it used to be.

I have spent over 10K in Pottery Barn in the last 3 months, from outdoor furniture to leather chair. When I ordered the attached, it clearly states 5 piece cushion/coffee and side. What I got was just the cushions. After speaking with multiple people, it was a typo and I was not getting the side and coffee table. Currently, you cannot find the 5 piece anymore on their website, so clearly somebody made an error. Pottery Barn just told me they can either come get my cushions and refund me or I keep what I got and they will not accommodate me regards to the coffee and Side.

Bought a leather couch from Pottery Barn. Within 6 months color damaged turned brown. Customer service REFUSED to help. We have used Pottery Barn pull up revive leather care as they suggested… made it worse. Don't waste your money! It was expensive and not worth what it cost! Pottery Barn should be embarrassed to sell awful quality! The salesperson was quick to make a sale but never acknowledged us when there was an issue.

Purchased 2 recliner chairs from Pottery Barn Kids. The chairs do not stay partially reclined. They only are straight up or all the way reclined. I have other recliner chairs and this is not how they function. I reached out many times to Williams Sonoma (Parent Company) and there has been no resolution to provide me the opportunity to exchange the chairs for different model. Very disappointing.

I wish I had read these reviews prior to purchasing several pieces of furniture from Pottery Barn. My experience has been as awful as everyone else on this site. In setting up an apartment for a relative, I ordered furniture from several furniture companies and PB is the only one that I have had any trouble with -- from getting items delivered when expected (after spending countless hours on the phone) and then having them arrive damaged or missing parts. In addition, they are the only company that has charged me for almost all of the items before anything has shipped. I have been charged for almost everything and have not rec'd one item at this point. I would advise anyone to avoid purchasing furniture from Pottery Barn!!

Our last order with Pottery Barn has been nothing but a disappointment and headache. We purchased two bathroom vanities online. On July 11 we had it scheduled for delivery. The day of the delivery the representative called explained that one of the bowls was missing and they were going to deliver the other parts. When the representative told me they said that they had to open a claim to try to locate the bowl. I didn't agree with it. It wasn't our fault that they lost it. Why did I need to wait for a claim for them to put another order for my bowl. After hours on the phone with Pottery Barn customer service, I had someone willing to help and place another order immediately for the missing bowl. My house was under renovation so I had a contractor that would be responsible for the installation. Pottery Barn delivered all other parts and my contractor installed them.

Website is beautiful, but they don’t have a review section for products, services or the website. I thought that strange. The design ideas in store and online are beautiful. The chairs I bought for our living room and entrance were simple upholstered sitting chairs. The set up crew unwrapped them in the truck and seemed reckless in handling them as I watched from an upstairs window. But they walked them inside for us.

I purchased four pillow covers, (pillow not included), two of which were advertised as ‘velvet’. The two labeled ‘velvet’ are not velvet at all. They are very thin and a somewhat rough material. When I removed them from the box I was completely disappointed. I’m a senior and I know what velvet looks, and feels like. These are not velvet. Why did they market as velvet when PB had to know what poor quality these are? I could have done better at Big Lots or Hobby Lobby. So why didn’t I go there to begin with? Because PB says they sell high quality products that we can depend on. Not true. The items are getting more and more cheap looking. I’ll probably get a canned response about how sorry they are for the poor quality and that this is not normal at all! I miss the PB of the past. I just placed my last order with PB.

Purchased bedroom furniture for 4 bedrooms. Everything was delivered except for 2 nightstands and 1 dresser. We were told they were not in yet. A couple of months go by and they call to schedule delivery but then can’t because only 1 nightstand came in. Then a couple of weeks later they realize the other nightstand went missing and need to reorder it. They said they would deliver the one nightstand with the dresser. Dresser gets delivered but was told the nightstand was damaged so they left it at the warehouse.

Went to order online some replacement outdoor cushions. Under the product photo was a discount code that did not work. I searched for the in-stock option and it noted that it would ship and arrive in a few days. Proceeded to checkout and the delivery date now shows up as October. Reviewed the transaction amounts. Shipping is counted as taxable. However in Colorado, it is not. Calculated the tax on the combined amount at COs rate of 8.1% and the amount charged is higher. Contacted customer service both by chat and phone. No answer as to why the delivery was not what was initially stated nor could give an answer as to how the tax was calculated. Spent over 90 minutes trying to get answers. Asked for a discount due to the errors and omissions. Was denied.

Wait a minute, should there not be a zero star, repeat a zero star. That’s my rating. I recently purchased a side table with four legs and two glass shelves. Included with the table were three (3) small tabs, when twelve (12) should have been included. In a call to Customer Service, I was told that Yes twelve (12) tabs should have been included and that the remaining tabs would be sent to me. A week later, I received an email saying that the tabs would not be sent and that the tabs need to be purchased separately.

I ordered an in stock "ready to ship" bed that had no customization done. The only reason I went with the bed is because it was IN STOCK READY TO SHIP! Salesperson said I would receive it end of August, first part of September. My order was placed on June 19th so even ready to ship I would not get it for weeks but I could like with 6-8 weeks vs. had I custom ordered that would have taken longer. I checked a couple of weeks after my order was placed to see if the bed had shipped and the delivery date was November to December!!!! You have got to be kidding me, so I called everyone trying to get help cancelling the order because it was not custom. Mind you they had my Pottery Barn CC on file so no way around cancelling it on my own so I'm expected to wait 6 months possibly longer on a IN STOCK READY TO SHIP Item. I will never buy another item from POttery Barn or any other company under the umbrella.

What a horrible experience with a company that thinks their poop doesn't stink! All I wanted was a couple outdoor lanterns. Wanted 2 of the 10+ they had displayed on their shelves. That's where the fun begins. The clerk checks in back and then tells me they don't have any in back so I said I'll just take 2 off the shelf. He says he can't sell me those because they're a flagship store and corporate is coming in the next day. I'm a paying customer who already drove to the store to buy these but is then told I can't but... that they will ship them to me and to call them when I receive them and they will refund me the freight. I reluctantly agree. So...

I went to the Pottery Barn in San Antonio, TX. I already had a list of things that I wanted to buy, which totaled over 25,000. I had already purchased 2 large carpets on line from them and brought in my samples, along with other ideas I had. I would have bought online but I wanted to get an opinion of one of there designers while in the store.

I never leave reviews. But I was curious if this happens often. Pottery Barn is having a sale on their backpacks and other school related items. So I purchased a backpack ($34) lunchbox ($29), water bottle ($19) package. When I checked out they were these marked prices. When I completed my check out there was a 15$ increase on each of these items. Which made them “regular” price. The next day I was checking out backpacks for my niece and realized the prices were back to the sale price. Even though I didn’t get them at the sale price they were marked the previous day. So my question is, has pottery barn always done this? Mark sale prices to reel you in then cancel the sale price when you check out?

Horrible experience with Pottery Barn. I ordered a headboard for my child's dorm on May 19, and it still has not been delivered. It keeps saying it's packaged ready for shipping, but the delivery date is slipping back and back every day. Spoke to customer service - they were no help and could offer no shipping details. I asked to cancel so I could buy the item from a company that can actually deliver, but they can't do that either and said I should hope for the best! I will not shop here again and will return the item when I get it, but who knows when that will be? Horrible service. Terrible company.

I don't even know where to start. I paid over $1600 for a desk on 6/17/2024. The estimated delivery date was between July 6 and July 20. On July 17, I called customer service for the first time (spoke to Mary) to make sure my order would still be delivered within these dates. I was told, "I can see where your order has been loaded onto a trailer. I will contact the delivery hub, and I will force updates to come to you. Please check your link to track the order tomorrow."

Ordered a Bedframe under a Trade account. First one was only a partial delivery. It was delivered damaged. "Replacement ordered". Partial delivery- was the same damaged headboard. (Original shipping stickers still on it). Footboard wasn't delivered. After 4 failed attempts to get a complete bedframe delivered, parts being lost, misplaced, etc. It took two years to get a Bedframe! (Well after Covid Shipping delay issues).Upon getting the final product... The siderails leather doesn't match the Headboard, and the Headboard and Footboard do not match. One has heavy pink/red undertone, one is the correct color, the others are an icey blue undertone. Very clearly different dye lots. The leather was dry and brittle.

We ordered 3 Aubrey bookcases. A week later We received notifications that they were ready and to call to schedule delivery. Upon calling I was told they had not even arrived and their system had a “glitch”. I was then told that 2 of the three had arrived but they didn’t know where the third one was. They went ahead and schedule delivery for the two. Their system then notified me a day before the delivery was scheduled that the delivery was happening that day. I immediately called and was once again told that their system had a “glitch”.

Worst customer service EVER. My order for 4 lounge chairs placed in May was delayed until July despite having a confirmed scheduled appointment TWICE which did not happen - nobody reached out to re-schedule or explain/apologize. When the order finally arrived, only 3 chairs were delivered. After several phone calls I was told the missing chair was "damaged" but was promised a replacement; after 2 weeks without any news or anybody calling I had to spend hours on the phone again to get someone to figure out what happened - the 4th chair was actually no longer available and had been discontinued so I was clearly lied to.

I am very disappointed with Pottery Barn. I purchased several items that came damaged. They have very poor customer service and to call them you will have to wait on hold a very long time. Be aware before you make a purchase with them that they have poor quality control.

Updated on 07/26/2024: This is an update to my previous listed review on the Indio Metal Outdoor Kitchen Double Cabinet. Since July 15th I have been promised a supervisor would call me concerning my issue. They sent a reply on July 19th apologizing. No one responded and after several emails no return email or call as of July 26th. This company is horrendous and strongly suggest you do not purchase from them. They do not stand by their products which are costly and obviously do not care about the customer.

I am an avid PB shopper. Love the look and energy of their products. But their customer service is atrocious. I mean I terrible. We recently purchased over $2500 worth of outdoor furniture. We received a call from the Cranston RI store that it was ready to pick up. We brought a truck and were excited to get our new items. When we walked in - we were told they would check on them. No problem. I walked around. Waited. No one came back to me to tell me the status of the furniture. Not a good start. Finally, I found the two people who originally waited on me - they were talking. When they saw me walking over, they said “your stuff will be out”. The woman then said “I hope you brought someone to help load it”. Huh?! What??! I didn’t. I wasn’t told I needed to. She said “it is very heavy”. Never heard of that before. And her tone was not helpful or friendly. She is never friendly - having been at the store several times before.

We have the Pottery Barn Kids Dream recliner, the power version with the USB connection in the switch. We have had it about 1.5 years and last night I plugged my phone into the USB and now the chair doesn't work. I called Pottery Barn, and was informed that the warranty for the chair was 30 days. 30 DAYS!?!!? For a chair that cost $2000??? They offered no resolution other than trying to call a furniture medic. I don't believe there is a furniture medic in my area so now I have a $2000 chair... it doesn't recline, it doesn't have a working USB, it just swivels and rocks. The chair is super comfortable and I really like sitting in it, but if it doesn't recline then it is really a waste of money.

I’ve shopped at Pottery Barn for years and always thought of it as having high quality and excellent customer service. I purchased an ottoman and bench in March. I was told that I would receive an email prior to delivery. For some reason the tracking quit working so I started to call to try to figure out the delivery timeframe. Unfortunately I never received any notification and our gatehouse called me this morning letting know that I had a delivery. The driver spoke no English, so that was a challenge. They wanted us to sign off, but my husband wanted to make sure it was the correct order, but the delivery person wouldn’t allow it, and just left. We paid way more for this delivery than many other higher end furniture stores, but received zero service. I contacted customer service and the best they could do was to refund 10% of the delivery charge or a 15% delivery charge coupon. I’m like…forget it! You just lost a loyal customer. Pottery Barn needs to seriously rethink their business model!!!

##Buyer Beware## Purchased a bed, 2 nightstands, 2 lamps, mattress, bedding, etc. Aug 10 was the delivery date before we made the purchase and it is the date on our receipt, after purchase. However, when you track the delivery... It now says November 15. I called to cancel the order and they cannot do it because it has already been submitted for assembly. I told them that it will not take over 3 months to assemble this furniture and I demand a refund. All to NO avail. Who does business like this??!! I am beyond disgusted. Buyer beware!!!

Updated on 09/17/2024: I wrote a review regarding the cushions on my sectional back in July. Pottery Barn responded they "are looking in to it." I have yet to hear anything back in regard to what they will offer me for my cushion that started sinking in within 2 months of receiving the sectional.

We were told the product would be delivered to us in 3 weeks, now there is a further 2-3 weeks delay. The store manager told us it will arrive on time and we specifically told him we will only buy if it comes in in 3 weeks at the latest, he said “comfortably”. Now we call customer service trying to find out and no one responds! The wait times are ridiculous and even when they pick up they hang up!

I have placed two orders through Pottery Barn within a month. First being a table to go under my tv for over $1000, the other being three counter stools totaling in over $500. I had issues with the first delivery of my table being over two hours past the delivery window and mind you I paid for “white glove delivery”. They set it up for you. The men delivering the piece opened the box and said there were too many pieces that they “don’t do that”. Well at this point it was 6:40 pm (we’re supposed to be here LATEST at 4pm) and I had to get my daughter to an appointment so I told them to put it in my garage and I would call PB later. So I did- rescheduled for someone to come out and build the unit for me. No apologies on PB end whatsoever.

I have bought two of their Belgian Flax Linen fitted sheets over the last 2 years and each time they only last a year before getting a hole in them. Pottery Barn refused a refund or replacement. Their product is not cheap and should not be tearing after only 1 year of regular use and washing as directed. Save your money and buy bedding elsewhere.

I ordered 2 pairs of curtains back in March this year. They appeared to be in stock so I was sure to get them reasonably quick. But then the delivery was pushed to the next month, then the next and so on until July 2. Never came and pushed again to July 28. At this point I lost all hope to ever receive them and called to cancel. First I asked where my items were- they didn't know. Delay in production they said. Then gave me a hard time about curtains being custom made and need authorization from the vendor to cancel. They weren't custom made. I ordered standard 50x108 size. After 2 hours on the phone and shattered nerves, they put a request for a cancellation and told me they would contact me in 2-3 days about the status. Nope. Not a word. Called again a week later, asked for a manager and rep said it would be 1.5 hours wait time. I said I'm tired of this runaround and if they don't resolve it as soon as possible, I'll have to file a claim in court.

If I could give zero stars, I would. I ordered a backpack, lunch pail, and keychain for my son back in June. To ensure timely delivery for the school year starting in August, I deliberately chose not to personalize the backpack or lunch pail. There was no indication at the time of purchase that these items were on backorder, and the estimated delivery was between July 11-15. While I have already received the personalized keychain, I checked on the status of the other items today and discovered they are on backorder, yet still listed for July 11-15 delivery. Since today is July 8, I initiated a chat to get an update and was informed that I won't receive the items until the end of August! During the chat, the representative was unapologetic and quickly offered to cancel my order, showing no regard for customer experience.

I ordered hammered, stemless, wine glasses..in mist blue, but, I received them in a dark smokey grey. Called customer service only to be told they no longer had the mist blue. Soooo, why is it offered in mist blue online at all? And why did they send me the grey? Why did they send me anything other than what I ordered? I think it’s a scam… In my opinion…they had the grey left from another season and wanted to move them and just took it upon themselves to send to me, hoping I’d keep them. They can not provide the product they are offering for sale online. SCAM! They were not what I ordered, nor were they what I was confirmed to be receiving.. Dishonest!!!

I purchased a couch from Pottery Barn that was delivered on June 18, 2024. I was not satisfied with the quality of the couch as there was puckering on the cushions. A repair technician arrived and steamed the item and reported the couch was fine. But there was no real improvement. I spoke to Pottery Barn on Monday, June 24th, and was told to send pictures and I uploaded photos showing the problem areas. They said that my pictures would be reviewed and I would hear from a representative in one or two days. I called on the third day after no response. I was told responses normally take 5-7 day but they would try to get the review prioritized. On Monday, July 1st. I was assured that I would definitely get a progress review sometime during the week. The week is over and I have heard nothing. Pottery Barn does not stand behind its products and does not provide service when there are issues. Do not shop with them.

I wish I had seen this site before I made my purchase. I went to Pottery Barn because I found the perfect office set to fit my small bedroom/office. I went to the store with COMPLETE CONFIDENCE because I was spending a lot of money but, hey, it is Pottery Barn, it will be worth it, right? I was really trusting in the brand. The only reason I am giving 2 stars is because the employees of PB are amazing - from sales-managers customer service. There is a disconnect with the credit card--charging me and then crediting me for no reason.

I needed kitchen rugs and wanted quality. I thought Pottery Barn was reputable. I saw Remona Rug 2' x 3' Blue on the site and made the purchase. They arrived today and the quality of this product is so substandard I was (no drama, completely true) shocked. Thin hard construction and the color is more pink w very little blue. The rugs were on sale for 50.00 each. Unfortunately I missed the fine print and the rugs are non returnable. I can’t give them away, they are cheaply made. Best use might be in the garage to soak up water or oil accidents. They are that bad. Pottery Barn does not stand behind the products they sell and this feels like a gimmick to unload poor quality inventory.

About a year ago I ordered a couch from PB, upon delivery 1/2 of the couch was correct and the other half was the wrong couch, color. Etc. Another several weeks pass- and the delivery day for the correct 1/2 comes…. 15 mins before delivery they call to cancel saying it’s not up to their standards. It took me several phone calls to get my money back.

Do not buy a TILDEN platform bed frame; simply white. I purchased one from Pottery Barn for my daughter. It was never used since we were stationed overseas. Upon our return, we moved it, and the frontboard broke off. Screws came off due to poor anchor quality materials. The beds are pricey...and of course the "warranty" had expired...

We have bought thousands of dollars worth of products from Pottery Barn. In the last few years we have noticed that many products take several months to ship, and they hold the rest of your products which are in stock hostage to save money on the shipping. We purchased a rug two months ago and got an e-mail yesterday saying it was cancelled with no explanation as to why. This is completely unacceptable. We will not make any more purchases from them going forward. It’s like going back in time to the 1990’s with catalog orders. How is this company still in business?

I have purchased quite a few pieces of furniture over the years and have generally been happy with them. I do, however, have an issue with their delivery policies. I recently order two chairs and an ottoman. The chairs are complete and have been delivered to the delivery center, which is 20 minutes from my house. The ottoman, however, is still in production stage and won’t be available for delivery for another month. I called their customer service line to ask if I could get the chairs delivered now, and have the ottoman delivered separately (or even pick it up myself) when it’s ready.

If we could give Pottery Barn a -10 we would. We ordered a sleeper sofa, chair and loveseat from the Towson, MD store months ago. We were told a delivery date which was not correct and they came much later. The chair still hasn’t arrived. The sofa came damaged. A tech from Premier Service came to fix it today and it is worse. New fabric had been sent to us to correct the ripped arm. He left without saying a word and left the sofa disassembled.

I ordered a loft bed for my daughter's room from Pottery Barn on May 22, 2024. The bed was delivered and installed on June 16, 2024. Unfortunately, the experience has been far from satisfactory. Upon installation, I noticed that the installers took a piece of wood with them, but at the time, I didn't pay much attention to it. They never mentioned that they took a piece of the bed or that it was damaged. The next day, when the mattress was delivered and my daughter climbed up to the bed, it started shaking and felt very unsafe.

We are very disappointed with the experience we just had with Pottery Barn...We love the furniture, but the experience since purchasing has been terrible. Long story short, we just moved from Virginia to Missouri, movers broke my son's bunk bed, so we purchased another from PB. We knew it would take a few weeks, so we put a mattress on the floor for our son temporarily. Delivery day comes, they give us a window, and they never show... We called the 3rd party company three times, each time they give us an updated delivery time. Started at 10a then 2p, then 5:20p...they never show with no communication. How frustrating. Mind you, we had to clear our son's room for this delivery. Delivery company is closed, we call PB, and the response is, "There is nothing we can do. It's the third party, not us..."

I'm giving Pottery Barn Teen a 2-star review because I placed an order late Saturday evening and I tried to cancel it the following Monday morning after realizing that there was a $30 shipping charge, but they told me it was too late. The status of the order is "preparing for shipment". I paid through Apple Pay and the total came up without the charge, and after I completed the transaction there was a new total with the charge. That pay have been an Apple Pay issue, but I thought Pottery Barn should have been able to cancel my order since it hadn't shipped yet.

We recently moved and, in advance of the move, purchased furniture from a half a dozen different furniture stores, including Pottery Barn. Pottery Barn has nice furniture and good in-house customer service, but the delivery service was by far the worst of any furniture store we bought from. Basically, Pottery Barn aggregates the orders. So, for example, if you buy a rug that should be available in a week and a table that will be available in three months, they ordinarily won't deliver the rug until the table is ready -- delaying things for months. It turns out, though, that theoretically if you spend enough money (we spent well over $10,000 there), they will split the order if, for example, the pieces that are ready for delivery cost over $5,000 (which they did in our case). But while they say that's what they will do, after a half dozen calls to customer service, all we've ever gotten have been responses to call back in a week.

When you order items in stock you expect them to arrive in a reasonable amount of time. Not 1-2 months later. Then you call to get cancelled and get transferred multiple times… Order was placed several hours ago yet they cannot figure out how to cancel it. Have to talk to “leadership”. This company is awful. Avoid at all costs.

They are no longer the company they were. Buyer beware, don't believe a word any Potter Barn customer service rep tells you. I was assured 3 times that if I made the purchase and did not like the item, the item's cost would be refunded in full to my credit card and that it would not go onto a merchandise credit. I followed all instructions to the letter and all deadlines and then was told no, that's my only option and am now stuck with a $450 PB credit. Along with outright lying to me 3 times they are now pretending that they can not go back and review those customer service calls as the call was shunted to the design department. It's a billion dollar company, I am betting they can go back and review the call in which I was bold face lied to not once, not twice, but 3 times. I will NEVER trust this company again and NEVER purchase another thing from them as long as I live.

Looked for a long time for a concrete dining table. Found the perfect table: Sloan 80” Concrete Dining Table from Pottery Barn. Had White Glove delivery. We received the table 10/10/2022. We have not moved the table, we keep it wiped with a plain terry cloth. Today 6/28/24 a horizontal crack appeared. Called Pottery Barn as one would assume a reinforced concrete table should last longer than 1.5 years. No help. 30 day warranty only. Buyer beware. This is not the first issue we have had with a major piece of furniture from PB. I can assure you it will be our last purchase from the company.

Ordered a custom-made king bed from Pottery Barn. We waited over three months for this! We set up delivery date for today and arranged to have our old bed removed. Pottery Barn sent delivery people today with the furniture with the WRONG hardware! The gentlemen could not assemble the bed. They even tried to make the hardware work, which intern stripped the holes and compromised the headboard foundation. The gentleman advised us that they would not accept this furniture themselves.

I am having a horrible time with PB! Trying to get an explanation as to why I have been charged more than the total purchase. I am told the debits to my checking account are not charges but authorizations and in 2-5 days they will “fall off my acct.” I was told they do not issue credits, the authorizations just go away. My issue is why I am charged the total amt., then incremental charges. Poor customer service - can’t get a supervisor to talk to. Have called multiple times. What has happened to PB? I have never had this happen before. Never again will I shop with them.

We bought a white farmhouse bed and it was delivered on March 6, 2024. They installed it incorrectly. We called customer service that day to let them know and they sent us a new one. It came and the installation was done correctly, however it had a few flaws and we would need the Montauk white touch up paint to fill in a few spots where there was a gap, and to paint some spots were it looked black and dirty. We have called numerous times to see where's our paint. They have told us four times that we would receive it on the dates they gave us, but we have NEVER received any. I called them again last week and Donavon told us we should get the paint this week. Why are we still waiting? Please don't do this to your customers. We've been waiting 4 months now for some Montauk white touch up paint. Very frustrating.

Initially, I was refused any clarity on how much (if any) compensation that I would receive for my delayed order. I had to find a way to contact upper management of Williams Sonoma by email and also fight back and forth with a representative replying to messages on this website to get any sort of answer. I was told by a representative here that I would receive a credit equaling 15% of the price of the bed (excluding tax, shipping, or delivery fees) back to my original form of payment, or a 20% e-credit for Pottery Barn.

I received a call from a Williams-Sonoma supervisor the following day and she explained to me the reasoning behind the delay and offered me slightly more compensation back to my credit card than what the other representative informed me. I was also told that I would receive the compensation after delivery. The delivery occurred on June 29 and I received the credit back on July 1. While I appreciate that the issue was resolved in a way, the hoops I had to jump through to get there left a bad taste in my mouth.

We have purchased a few items over the past 3 years at Pottery Barn. It is difficult to find qood quality products but here is my experience so far. We purchased our patio dining table from Pottery Barn last year. It was delivered on May 28, 2023. We purchase the Indio outdoor expandable dining table. At the end of the season, we followed the instructions to store the table indoors. It has been in our garage until last week. When I uncovered the table to bring it back outside for this season the table was warped. It was a total disappointment. I called Pottery Barn. The only offer was 25% and keep as it is.

I purchased a bed frame, bed box, and two nightstands from Pottery Barn on May 11, with clear instructions that I needed the bed frame and box delivered by mid-June, while I could wait longer for the nightstands. Despite this, I still have not received any of the items. I have called customer service three times, and each time I was provided with incorrect delivery estimates for the distribution center. As a result, I am unable to get my bed frame and box because the deliveries cannot be separated within 30 days, and I cannot cancel the nightstands as they are "in transit." This experience has been extremely frustrating, especially considering a similar issue I had in April 2023 with a dresser order for a client, which was delayed for a year. After numerous calls, it finally arrived.

We decided to furnish our new home with Pottery Barn furniture and placed a large order in January 2023. They had called and arranged a delivery appointment for the day we moved into our new home in March and gave us a delivery time frame about a few weeks in advance saying everything we had ordered was ready to be delivered. The day of us moving in, I received a random email saying our coffee table had been canceled and decided to call the warehouse to see what had happened. To my dismay, they had canceled our ENTIRE order THAT day and could do nothing about it. We had sold all of our furniture from our previous home and had lined up and EXPECTED the furniture that day weeks in advance of this. Not only that, they have charged our PB credit card the full amount plus interest even though we had received NOTHING. From there it only got more chaotic and disorganized.

I ordered two chairs on 02 March. Originally they were promised in 3 months. Now the site says mid-September. I called the store for more information. A manager, Laura?, said she would get back to me, but she never did and it has been three weeks. I would like my money back since Pottery Barn is not interested in responding to me. To be fair, the designer was excellent. Other things I purchased, both items that were in the store, and items that I ordered from the designer did arrive, and were as promised. I know that statistically, things go wrong sometimes. Not getting back to me, however, is a big fail under the circumstances.

I have purchased multiple items from Pottery Barn over the years. These items include pictures, furniture, décor and rugs. The last rug I purchased was the Faded Plaid Performance rug from PB teen in Jan 2024. The edges of this rug are frayed and falling apart. I contacted PB through a chat and was told I would be contacted in 7-10 days and the days went by and I heard nothing. Yesterday I contacted them twice and was unsatisfied. It was a battle because the item was a final sale, however I paid over five hundred for the rug and just because it is final sale does not mean it's ok to sell items that are falling apart.

Horrible experience. I’ve had issues with them almost every time when it comes to furniture. They don’t take any accountability for damages caused by delivery. Sure I was able to return the item for credit, but now I have to pay shipping again to reorder something new? What about the delivery I paid the first time? This was not my fault but they are stubborn to compensate for any delivery charges…. And their delivery charges are a lot. Even if it’s policy and delivery charges couldn't be returned, give a credit or something to compensate, but no. They do the minimum of what’s expected but nothing more for their customers.

Over the past three years, we have spent over $45,000 at Pottery Barn furnishings two homes. Most of the furniture is good, however, the recent purchase of a large sectional is terrible. After less than 6 months of use, the bench cushion is pilling and wearing out. We have had 10 calls with customer service, all of them promising a new bench seat cover. Six months later and the new cover is still not ordered. They blame it on not being able to create a SKU. We have sent a detailed letter to customer service after our last call….surprise…no response. This is no way to treat a loyal customer. Given the quality and service issues at Pottery Barn, we may have to replace this sectional after only one year. We will definitely buy it somewhere else and shop elsewhere in the future.

Ordered and PAID, in store, for the Willem upholstered chair on January 19, 2024 and was told it would be ready to ship in February but would be held until the tables I ordered were shipped. I have received one table but the coffee table (that has been paid for already) is being held in a warehouse waiting on my chair that was supposed to be ready in February! It is now June 20, 2024 and I just received notice that my chair delivery has been pushed back for the third time! I am absolutely furious! Taking money and holding it 6 months and constantly changing delivery dates is unethical and simply bad business!

I purchased 2 Maison leather counter stools that took 4+ months to receive. They are comfortable and look great - we don't use them a ton since my kids are older, not home a lot, etc. One of the pegs on the front let broke after 6 months. I called the PB store in NJ and they said they can't do anything after 30 days and repeatedly told me "no problem." The customer service was pathetic.

Pottery Barn has charged me for a table that I ordered in January 2024; however, I have never received the product. I have called numerous times and the last time they claimed to have resent it; BUT...I just found out the replacement was cancelled. They shipped me the matching chairs several months ago. I would really like to have the matching table. I will absolutely NEVER order from them again. And... I would suggest, if you can't buy it in the store, don't expect a good shipping experience.

I purchased the tall Hammered Handcrafted Drinking Glasses from Pottery Barn in November. Today after pouring a drink and lifting the glass off the counter, the glass separated from the bottom. I called customer service and was told it is from a stress factor from pouring cold liquid into a hot glass and they wouldn’t replace or allow me to return all of my glasses because I purchased the items more than 30 days ago. The glass was pulled from the cabinet and the liquid was from the refrigerator. I was then told it something I must have done in the past to cause this. This isn’t the case.