Pottery Barn Reviews

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”.??

I saw some really cute cups that were not yet in stock online at Pottery Barn. I’ve read all the reviews about how they take forever to ship and they don’t actually have inventory, so I waited until they were actually in stock to order. It took about a month of calling to see if they were in stock because they kept telling me to call back a week later. Customer service will pass you to the stores and the stores will pass you back to customer service because apparently no one knows anything.

Updated on 11/03/2024: The saga continues! After 5 calls to customer service, multiple charges to my credit card, I was told I could not cancel a $200 order because “it was too far gone and already packed”. That was last week. It still hasn’t shipped. The delivery window has changed twice. Every time I call customer service, no one can do anything. So Pottery Barn has my money, they won’t let me cancel, and they won’t ship the product. I’ve already raised a complaint and dispute with my credit card company. I don’t know how they’re still in business.

OMG, the never-ending nightmare of getting my purchases. I spent 40K and purchased an entire home with a designer. He has great taste and that is all I can say. Backorders, delays, broken promises, constantly going to UPS to return things that we send with issues, people at the house picking up newly delivered damaged products with no replacement, inaccurate bills...if you want more reasons to avoid them, I can add to this list because this never ends and I still have half of rooms without matching dressers and I may never finish this process. I bought and paid for everything in March of 2024. It is now October and I am missing 5 pieces of furniture. They shamelessly offer offhand apologies with no compensation or resolution. Do not purchase with them.

If I could give 0 stars I would. I ordered a couch in December 2023, received the couch and noticed a few months later the springs were coming out the bottom and all torn up. I reached out to receive some sort of rectification and was told I could either have their furniture doctor come out or receive a percentage refund credit of the price to fix the couch myself. I selected the refund credit and now here we are almost 7 months later, no refund, WAY too many hours wasted on the phone with customer service being sent in circles or just flat out lied to. This company is a sham and unfortunately whoever chooses to work for them is complicit. It's no surprise the woman who initially approved my refund credit is now suddenly not working there anymore. I have never had a worse experience with customer service in my life and I will never spend another cent with any of the Williams Sonoma stores.

Updated on 11/23/2024: The saga continues.... After waiting for 5 months, many phone calls, the replacement pillows arrived today. The contour of the rolled arm and the cut of the pillows are not in sync... The quality of the sewing and the cut are inferior. I have asked over 4 times for the CEO information to share this experience and still have received nothing. I am so disappointed. I would expect this quality from BOB's Furniture, not Pottery Barn.

I would give 0 stars if I could. I constantly try to give Pottery Barn the benefit of doubt..and too many chances. I am quickly reminded to never order anything from this company again. Every single time I order something from pottery barn their delivery date is never accurate. I just recently ordered a Halloween costume for my little, long in advance - and still never arrived on time. Last Christmas I ordered Christmas stockings months ahead of time to which they showed up late and with the wrong name on the stocking. It’s also impossible to talk to anyone that can actually do something about the issue. We ended up with no stockings. Do not order from this company EVER.

I placed an order with Pottery Barn Kids in June and cancelled a few of the items the next day. It is 4 months later and I still have not been refunded $400 in shipping fees. I have called at least 10 times and each time been promised that the refund will be processed in upcoming days. I’ve tried calling the store for escalation but they say there is nothing that can be done and to continue calling customer service. This is the worst experience I’ve had with a retailer and will never order from them again. I would give up on the refund but I am now on maternity leave and could use that money!

PB / WSI clearly no longer values customer service. I had initially filed a BBB complaint regarding the table I purchased turning pink. After much back and forth and another damaged replacement table upon arrival, Jasmine P. (the "Business Sales - Senior Lead") agreed to a 226.76 refund or the opportunity to receive a THIRD table. We said okay to the 3rd table. The 3rd table arrives ALSO damaged (although not pink) but we only found it shortly after it was already installed and set up in our home.

I ordered a chair on Oct. 18. The website said the chair would be delivered between the last week of November and December 5. I looked at the order confirmation email, and now it says estimated delivery is December 28 to January 15. I have been on with customer service for an hour and 14 minutes so far. They have no explanation, say that the order is not cancelable because it’s a custom, and also have no explanation for why, if I put the exact same chair in the same fabric in my cart RIGHT NOW, the delivery date is December 14-28.

We ordered 2 leather chairs 4 months ago. Still waiting for our product. It has not shipped, but interestingly we were charged 2 months ago. No updates, and there is nobody available to speak with when we call customer service. So we’re out $6,000+ with no recourse but to do a chargeback with our credit card company.

Ordered a desk from Pottery Barn to be delivered in October. Because the desk was ordered with another item it will not get here until January even though pottery barn delivery date was October when ordered. When trying to return the desk, I would have to pay a fee in order to return. And when asked to pay for a separate delivery to get the desk sooner, they said this was not allowed. So in order not to lose money I have to wait 4 extra months to get an item that should of been received already. Be careful with pottery barn purchases. They are misleading when it comes to delivery times. And customer service is not helpful. There is a reason you cannot post a review on the actual website... Will not be purchaasing from them again.

On September 2, 2024, I ordered a dining table, four upholstered dining chairs and two Remmy chairs for my living room. I was originally told the items would arrive early December. In early October, I was told the four upholstered dining chairs will not be ready for delivery until March and I have to WAIT until those chairs are ready before any of my items will be delivered. AND my credit card was charged for the ENTIRE order. I was really excited to have nice furniture. I wish I chose a different company.

I am never able to order from expensive websites like Pottery Barn, but I splurged on the Isla double sink vanity in green, and I'm sorry I did. I was at work, so my father-in-law let them in for the delivery. When I got home, I immediately noticed a gouge and a couple scratches. The material underneath is white, so it's very noticeable. I contacted them immediately with a complaint and submitted pictures.

I purchased an armchair from Pottery Barn that would fit the lower back cushions I use for back pain. I made sure to filter for a quick ship option, since my couch doesn't work with these cushions. It wasn't the exact color or chair I wanted, but hey -- it was quick ship, and I needed something fast before the semester ends! Then, right before my estimated delivery date, I checked for an update -- and the chair is going to be two months late. This literally does not help me at all, since I will be finished for the semester by then.

There is a reason Pottery Barn doesn’t have reviews turned on anywhere! AVOID BUYING FURNITURE FROM POTTERY BARN. I ordered my furniture July 3rd. I was supposed to receive the sofa early August, and the two chairs in late September or early October. I did receive the sofa in early August, but it arrived with greasy hand marks all over it. Also, after 2 months of use, the cushions are pancaked and deformed like a 5-6 year old sofa. A $4,000 sofa should not look like this after 2 months of use. In fact I would say it looked like this after 3-4 weeks.. The chairs are MIA and nobody knows where they are. I’ve had 11 phone calls with PB and every time the person who answers the phone apologizes and tells me someone in some other department needs to call me back. Which they never do. Overpriced, poorly built junk with ZERO customer service.

I bought a whole set of beddings from them. The duvet I bought never came and when I contacted them they said it was cancelled because of stock issues, I still see it on their website though. It was already charged and posted on my credit card even before they ship the item, so when there’s no stock, you have to go through the whole refund process. No notification that my order was cancelled. I wouldn’t know unless I reached out. I’ve been a loyal customer but I will think twice before ordering from them again.

I ordered my dining room table in February of 2022 and it was delivered late March. The table has been well cared for and barely used. Never has anything been placed on the table without a placemat or coaster. After removing placemats one evening after dinner and wiping the table it was noticed that the finish and stain were lifted from the table.

Pottery Barn used to sell quality items. Now it's just cheap junk. And customer service is non-existent. You can't even get the answer to a simple question. The fact that they do not allow product reviews on their own website should tell you everything you need to know about them.

Pottery Barn’s customer service is the absolute worse. Avoid at all cost. They call themselves a high end furniture store, but once you order a product from them be prepared for the run around. From long back orders/delays to item defects and customer service reps and supervisors not returning calls/following up as promise, Pottery Barn has become an absolute nightmare for me and my family.

I ordered the Light-Up Shooting Star Tulle Treat Bag for Halloween. When it arrived it was awful quality and damaged. It looked like it had been through a shredder and just ready for the trash can. I tried to chat with customer service 2 times and got nowhere. So I called and was told to call back with photos to get a return approved. I called back with the pictures and was very sternly told no returns are accepted on monogrammed items no matter the reason. I didn’t agree to purchasing a damaged item. I asked multiple times to talk with a manager and was refused. My only option is a replacement. They assured me the replacement would be here before Halloween in 3 weeks. So I asked the customer service representative to check on a replacement lunchbox from December 2023. I told her I still hadn’t received it (it is now October 2024).

Updated on 11/02/2024: Pottery Barn furniture purchase. Follow-up to 10/10 review and PB’s response. Pottery Barn never resolved the problem. After they had both my money and the returned banquette they started hinting it was not returnable as in their employee had no authority to have it picked up for return and refund. After three weeks of silence I filed a case against them using PayPal. PayPal went to bat for me and got me a full refund. The next day I got a strange email from PB wanting me to call because they were confused about .... something. Did not of course. Never ever buy from PB. If you must? Always pay using PayPal and always pay for white glove delivery. At least you’ll get a delivery day and time and unpacking, set up, etc.

I placed an order 6 weeks ago. Charges immediately showed up on my credit card. I still do not have a delivery date for any of the three items. Today I got an apologetic email and they are blaming the Longshoreman's Strike.!!! And STILL did not include any delivery information. NEVER AGAIN. Stay away from this company.

I placed an order for dining set on 8/1/24. I was told everything was in stock and would receive all items by the end of August. It is now mid October and I received nothing. Every time I call I receive another date or have been told the warehouse has closed and my items went somewhere else. I have ordered furniture from Arthouse to Ashley and have never experienced such poor service. I called yesterday and said I wanted to cancel the order and they told me I could not cancel. I will never order from this company again. I will make sure to tell everyone I know of the poor service they provide.

Writing this review today makes me sad. I have always loved Pottery Barn and the products they sell, Back in June I ordered a bed and a dresser from the company. The dresser arrived and was delivered timely. The headboard and frame was a different story. It was delivered separately from the dresser. When the bed did arrive it was damaged. The delivery crew was definitely not the “White Glove Service” that the company advertises. The shipping costs for both pieces was in the hundreds! Well, the bed went back, although they left the headboard. After a lengthy phone call with a William Sonoma/ Pottery Barn agent, I thought the new bed had been ordered. I even got an email confirmation stating my new order. The estimated delivery date was Sept 20- Oct. 10. Today is Oct. 7 and had heard nothing about the status of my bed.

I ordered a leather sofa, chair and ottoman. Not cheap by any means. I waited months for delivery. The first time the delivery was cancelled due to the chair not having any legs. Two weeks later they came again. I had called to change my address because I had since moved. They showed up at the wrong address and called me. I was told to give them the new address. They still hadn't shown up after 1 1/2 hours. I was never called. I called Pottery Barn and was told the delivery had been canceled. I spoke to a manager and was told they would be delivered in 45 minutes. They were delivered. The chair didn't have any legs still, and they sliced the leather with their box cutter when taking off the plastic. I have now been told the chair legs will not be in until 2025 and the new replacement sofa will be here in 02/2025!!!! Worst experience!!!!

I ordered a loft bed and dresser set for my daughter in July from Pottery Barn. Every month, I would get another email saying my order was delayed. I was finally told it would be here late November, with no guarantee that date was actually accurate. I was forced to cancel my order, which they did, but they offer no discount for delays, and no guarantees, and they are still selling that bed online! Sounds like the item is being made overseas and shipped to the US, so not sure that it's actually a green-certified wood product and that it's high quality. This was my first time trying to purchase with them and I will never purchase again.

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.