Pottery Barn Reviews

I placed an order in Dec 2023 for a duvet set. It is May 2024 and I have still not received the set which was for my niece's wedding. Every gift she has received from Pottery Barn has taken months for delivery. I will be reaching out to state and federal officials to determine if Pottery Barn's practice of not providing information up front before purchase of the reality that it may take months to receive the product you are about to order violates any consumer protection laws.

Hello - We've order 4 chairs (1,000 per chair). One of the chairs was damaged and not delivered. We are now being told that we have 30 days to return and the next chair to be delivered is in November. Now what ensures me that the color/fabric will be even close? By November it will be too late to return the 3. The customer service was awful, unhelpful and honestly so disappointing that my decorators have decided to never shop with them again. My husband and I are close to returning the 3 just for the simple fact of the lack of care and support by the customer service. How can a company act this way towards their customers!

I bought the Pierce sectional sofa in August of 2022. The first one was partially delivered in October. They did not send the middle piece. I asked how they could send two pieces and guarantee that the centerpiece would match. They said it would, it didn't. I received a replacement sofa a few months later, probably December, it was sewn by the blind. Even the delivery guy was confused on how the back cushions fit. I sent it back. The third sofa was delivered sometime in January or February of 2023. It wasn't perfect, but at least the pieces matched and the seams were relatively straight. After a year, I am so unhappy with it. It looks old. The cushion stuffing is so soft, that the sofa is wrinkling. I have to ask my husband to sit in different spots so his favorite spot won't look overly worn.

Terrible customer service. We bought a nearly $4,000 sofa from Pottery Barn, assuming that such an expensive product would come with at least a standard level of customer service. Big mistake. I wish we had read more online reviews before making our purchase. We ordered a large York sofa with a Performance Slub Weave Oatmeal slipcover. We wanted a light grey/beige sofa, and looking at the online couch configurator, it seemed like that color would fit the bill. Online mockups can be a bit tricky because screen brightness can affect the way the color displays, but we figured it was close enough and we wouldn't mind if the slipcover was a bit lighter or darker in person.

I am extremely disappointed with Pottery Barn Customer service. I am a designer… Send and sell a lot of my clients to PB and am officially done with this company. My client ordered 4 chairs in Feb… Received 3 today due to one being damaged. I was told that the next available time is November! No rush… No let me see what I can do for you. I have now paid in full for these chairs, not getting compensated and have to tell my client that they have to wait another 7 months. This is how you do business? Embarrassing.

If I could give Pottery Barn a -1 star I would in regards to how they handle a customer complaint! I have been trying for the past 5 months to get a $15 credit back to my card for an item I ordered for Christmas that never arrived. Every time I call I am given the same answer. I have asked for compensation for YOUR inconvenience to me. Each time the credit is going to appear within 5 to 7 days and when I ask about compensation the answer is always “I cannot”. Instead of saying that and cutting me off how about "I'm sorry for the inconvenience and here is what I can do." I have spoken to 2 supervisors on 2 different occasions and they were completely unconcerned with my satisfaction. All I wanted was a $30 credit for taking 5 months and I still do not have resolution. I never write reviews but this is TOTALLY UNACCEPTABLE!

The quality, customer service, delivery service, and financial services are all subpar. I purchased a dining room set, over a year ago, each chair was $699. They have tried to deliver the same damaged chair 4 times. It's been well over a year since I received the initial shipment. They changed the financing option without my consent from 12 months interest free to charging interest. Every time I call, I'm told they'll call me back. When I call to follow up, they say there's no record of my call. The chair was supposed to be delivered on 4/24 between 9 am and 11 am. I got a call at 9:45 am stating they don't have the chair, and they'll email me back when the warehouse receives it. I'm stuck with a dining room set that's missing a chair. Stay away from Pottery Barn, worst company and customer service I have even dealt with.

I wouldn't recommend Pottery Barn if their delivery timelines on the website are factoring into your decision to purchase furniture from them. I purchased the modular upholstered banquette yesterday, after seeing that the finish + fabric combination I clicked on could delivery much sooner than other retailers! (1 month instead of 4-6.)

Is zero stars an option? While I love the look of Pottery Barn, we have officially unsubscribed from their website and catalogue. Never again will I purchase from this company. For 15+ years, I have always accepted the poor customer service and delays (delay, delay) on furniture orders. Never again! I will not waste any additional time outlining my most recent horrible experience with serious delivery delays and poor customer service and follow-up (or lack thereof). I will just close with this… beware and sorry for your loss PB for all future purchases that won’t happen with you… We will just buy from Restoration Hardware now since PB has become a Walmart! Best wishes getting some processes in place that actually work for your customers! Overhaul highly recommended!

I have been a PB customer for several years. Recently we purchased a rug for our nursery. The site said “ready to ship”. After we paid the order moved to April 18 ship date (1 month from order- okay we can deal with that) then it changed to May 7 (still okay). Now it says July 2. We are putting this rug in the nursery because the floor is wood and slippery so waiting until July is out of the question. I called to cancel and was told they can only put in a cancel request and it’s not guaranteed, also that the vendor has 305 days to decide if they want to cancel it (three hundred and five !!). So ridiculous and unethical. This is essentially fraud and they’re just holding our funds. When in reality we probably should not be charged until an item ships! I’m going to file a charge back with my credit card and never shop at PB again.

Was sold the wrong piece of furniture from the very beginning and a representative help placed an order for a conversion kit that was not compatible. Gave a hard time and several calls to have it returned as it was on clearance and final sale. Everything promised for the inconvenience and wait for 3 months for the piece when it was initially meant to take a couple days as well as time spent to get resolved was not given and the manager on the phone left notes to not allow the return. It was a ridiculous situation and they were very unprofessional. Just read the transcripts!!!! Waste of time! Would probably not buy from here again and will share this experience to save people from such a terrible experience.

Very disappointed with Pottery Barn. We purchased the Raleigh square king bed and a year and a half later the frame that holds the mattress broke. The screws broke out of the bed frame and it was laying on the floor. When I called they said they couldn’t help. I should’ve just bought a cheap bed, but I wanted quality which I definitely didn’t get. We figured that paying 4K for a bed it would have lasted longer than 1.5 years. I will not be purchasing from Pottery Barn again

I've had the worst experience with Pottery Barn. Long story short and I won't get into the detailed calls I've made so many times. I ordered a couch in January, 2024, was originally told it would be delivered end of Feb. Fast forward it is mid April and not only do I not have a couch but no one has ever made an attempt to reach out to me to let me know what is happening. I call weekly and every week I get a different answer and promised a call back or email. No one has ever called or emailed. I've tried to cancel and they won't let me. I wish I would have ready Pottery Barn Reviews before I ever ordered from them. Stay Away. It's not worth the headache.

In March, I ordered a sofa from Pottery Barn that states on its website "quick ship" and with fabric that states "In Stock: Delivered in 1-3 Weeks." When I placed the order, the receipt stated it would be delivered in April. Now they are saying July. When I contacted customer service, they said there was no guaranteed delivery date and they could not even give me a new date for guaranteed delivery. I am pretty sure "delivered in 1-3 weeks", as stated on the website at the time of purchase, is a guarantee. I will not be purchasing anything from Pottery Barn in the future. It is unethical to hold a customers' money for months at a time without delivering a product.

DON'T BUY FROM POTTERY BARN!! (Capital letters and exclamation points). As a long-time admirer of Pottery Barn, I have always found solace in the quality and design of their products. My home was a testament to this, with most of my furniture being from their store. However, recent experiences have left me questioning this loyalty. How is it possible to transform a frequent buy customer into one who took the time to write an email to share with others the worst experience ever?

To give them one star is very generous of me considering I have been trying to resolve this issue since November 2023. I had purchased a rocking chair in 2022 which was delivered in January 2023. By October 2023, the chair was making such loud squeaks, there was no way I could sit on the chair and rock my daughter to sleep because the squeaks would wake her up an. I contacted the store in November of 2023 to let them know I was having issues. It took a few weeks for them to respond and by the time they responded and sent someone out, it was January. The repair guy said the entire chair mechanism would have to be replaced and he would put in the request. Weeks passed by and I had no update so I called again. Someone finally got back to me and said they needed to order the part.

I am extremely disappointed and frustrated by the lack of accountability of the managers at Pottery Barn. After specifically asking them NOT to call my fiance's aunt about towels from a wedding registry gift return they left TWO voicemails about wanting to return the gift. She was very confused and upset with us that we wouldn't reach out to her and she had to hear about it from the Pottery Barn team. When calling Pottery Barn to let them know of the huge issue they created in our family they had no regard.

Pottery Barn promptly responded to my request for assistance and resolved the issue the next day. I am happy with this resolution.

We bought a crib & dresser set for our son when he was born & probably spent around $2,500 on the set. Plus at that time we bought a toddler rail, that would be put on when he was ready for it. We bought it at the same time to make sure the product wasn't discontinued. Well 3 years later we just installed the toddler rail & during installation found it was missing 2 screws. I called Pottery Barn to get the extra replacement parts sent to me & they said it's against their policy since the product was bought more than 1 year ago. They said they would email me the information where I could go buy the screws myself but they couldn't even manage to do that. Spent over $2,500 & they couldn't be managed to send me the 2 extra screws....will never buy anything from this cheap ** company ever again. Absolutely ridiculous customer service!

1. Ordered 2 sets of 2 (4) Huntington wicker chaise lounge chairs on April 9. Item is in stock. Estimated delivery date is April 16-April 30th. Shipped to delivery center on April 11th (this means my credit card has been charged and you can forget about canceling your order). I checked tracking info link and lo and behold - estimated delivery is now May 20-June 7!!!! No notification given. If I go to order the exact same items today, the estimated delivery time is late April/early May.

I went into Pottery Barn at the Park Meadows Mall location in hopes of ordering custom draperies for my new home. There was 1 woman working in that department who was at the register helping another customer and I stood on line waiting my turn. I was on the line for approximately 10 minutes waiting as the two were chatting about the customer's upcoming wedding as far as where is was being held, how many guests, etc. and the whole time (approx. 10 min.) not once did the saleswoman acknowledge me and say a few simple words, "thank you for waiting, I'll be right with you." Totally ignored me.

I ordered 12 panels of custom drapes on Dec 1 and was given a delivery date of early January. Each time I logged onto my orders page, a new later date showed up. Only 4 of the panels were delivered in February. I am missing 8 panels. I was told 4 of these panels will arrive by end of May. The other 4 panels? They want UPS to find them. We've been waiting for over a month for UPS to investigate and resolve. If they're not find, PB will then order replacement panels. This means that it'll be more than 6 months by the time I receive my order in full. Do NOT order custom linen from PB. Their manufacturing and delivery logistics cannot handle customer orders according to the schedule that the company itself set up.

We purchased the Astor 58x40” oversize mirror. Beautiful! Not!!! The mirror was delivered as planned, and ahead of the master bathroom renovation, which was discussed with PB. After being hung over a PB double sink vanity for only 6 months, it is distorted and does not have a clear reflection at all. We called and waited 45 mins to speak with a supervisor. I guess they have a lot of complaints! Conclusion: It was over the allowed claim time after the delivery date. Well guess what your product is faulty. Will now deal with another company for a new king platform bed and 2 new sofas. Good bye PB.

Updated on 04/22/2024: Circling back here after I connected with the Pottery Barn customer service team after a pilling issue with our brand new couch. TRULY the most frustrating experience ever! My 6 month old couch is COMPLETELY pilled and destroyed, and when I asked for assistance, they simply told me they'd send me a fabric shaver (which I already have, and I did tell them that). Incredibly disappointed and disgusted by the customer service here.

Very expensive Mother of Pearl frames I bought for my mother . Started to oxidize to an awful copper color. I specifically bought those for their color. I'm outside of the return window and can't get my money back.

Purchased a Sussex Storage Platform Bed, King, Bright White with white glove treatment delivery. White glove delivery, what a joke. The bed was installed and completely unstable. The two gentlemen that installed and delivered the bed did not speak English, so I was unable to communicate with them in any way. When we finally reviewed everything, we noticed that two areas where the screws were screwed in were cracked. Reached out to pottery barn and was told by their customer service good luck in getting anything resolved. Yes, their own customer service department told me this. This company is a joke and has the worst customer service I have ever seen. They do not back their own product or any type of service that you pay for. ** Beware from purchasing from them.** I will never purchase anything from them ever again.

I had a bad experience with Pottery Barn. I ordered my bed on March 25th and they sent me two tracking orders (one for headboard, the other for rails) because apparently it was going to send in two different orders. I received an email to pick 1 of 2 shipment. I rushed to pick up my headboard because their policy is if you don’t pick up within 7 days, they’ll return it and I’ll risk them selling it to someone else. It has been 7-8 weeks and I have not removed my 2 of 2 order (rails). I called every week and I received same response- saying it’s on the way. Then the last time I called, they said it should have been delivered a month ago, but I called the store pick up location and they said it isn’t there. SO NOW they said they’ll send me another confirmation email for my 2 of 2 order and they said it won’t arrive for another 2-3 months.

The Pottery Barn experience has been incredibly disappointing. The store was great, but went downhill from there. Purchase order on February 9th. The store associate was creative and fun, helping design our living room. We placed a large furniture order at the store (custom fabric chair, media console, and coffee tables), opened a Pottery Barn credit card, and had plans to add additional pieces once the initial order was paid. We were told the media console would arrive in March (Est. 3/5-3/19) and the other pieces could be split for a later delivery in June. Media console was an in stock, ready to ship item.

If you could give a 0 for Pottery Barn I would!!! I’ve never experienced such horrendous customer service in my life. I ordered a hutch with them and have yet to receive it! It was supposed to arrive March 21st and when they took it off the truck it was damaged! So then we contact customer service to make another appointment to have a new hutch delivered and this time an appointment was made on April 9th. The scheduled time was between 7:30-9:30 and nobody ever showed up. I contact customer. They then tell me it didn’t pass inspection that’s why it wasn’t sent! The kicker is that nobody called me to make me aware of this and completed wasted my time! You knew the day before that it wasn’t going to get delivered. Had me take a half day out of work for no reason. When I contact customer service to try and get an answer all I keep being told is they need to hear back from the ware house…

If you want your furniture delivered in a timely manner, do not shop at Pottery Barn. We have ordered furniture for multiple rooms over the last 6 months and are still waiting for items. Even items that were showing “in stock and ready for delivery” when we ordered. The delivery window just keeps getting moved further and further out, without notification. It’s only because I keep checking the website for my order status, that I see the dates changing. Very frustrating!!

I would strongly suggest not ordering anything from Pottery Barn that requires delivery to your homes. If you can’t pick it up at the brick and mortar store, don’t buy it, it’s not worth the money you spent on whatever you bought in the first place and it’s definitely not worth the time you will spend if the stars are not completely aligned for you to receive the correct order on first delivery. I’ve been dealing with this since a January mistaken delivery (original order October 28, 2023). And for having such a back order log their return policies really suck. Good luck returning something if it was back ordered and arrives after their return period ends. Do not get me started on quality. Has that ever changed over the last 5 years! Embarrassing. Not that I don’t like ANY of Pottery Barn decor, but NO I will never ever order anything again that I can’t get in their store in the mall.

Just purchased the Tyler Roll Arm Recliner. It looks great and is very comfortable. The 41 inch height is perfect and the quality of leather is excellent. It's hard to find a stylish well crafted Recliner... Found!

Ordering from PB has become a recurring joke in our family. Each time I make a purchase, I end up making excuses for them. But this time, I've had enough. They can't even fix a simple change like a pillowcase correctly. Their "white glove" service is a recipe for frustration. PB consistently falls short in delivering what's promised. It's not like you're paying for discount store service either. Their customer service is simply disappointing. I used to think it was just issues with furniture, but the latest incident involves pillowcases that cannot be cancelled. Less than 24 hours after ordering, I asked PB to cancel it, which they agreed to, stating it would take 5-7 days to process. After waiting, I was told it was being fulfilled and cannot be canceled. The irony is that the pillowcase is backordered and not due to ship for 6 weeks.

I would like to say that I have had a good experience, but so far, I haven’t. I purchased my dining room table the end of February. They attempted to deliver it on March 12th. It had no hardware to assemble it so the delivery guy left the table here in a box with hopes of sending me hardware. After 5-8 phone calls promising me that the hardware was on the way- it never came. I finally called customer service again and requested a whole new table be sent to me. This was the end of March and now when I check the status of my order it says back ordered!!!! Looks like I may never get my dining room table after all. Just ridiculous. So disappointed.

I was unknowingly charged $30 per returned item, with no notice posted on the website or in the return process. I was shipped three products for $16 and paid $60 to return two of them. I was told by a rep that it is standard practice not to give any information about how much the shipping costs might be when returning items.

I've now been sold three broken picture frames by Pottery Barn. I ordered the first online. When it arrived, the corner of the glass was crumbling, shedding sand-sized glass fragments inside the package. I exchanged it to have another of the same frame delivered. A new one arrived with the exact same issue, with the corner of the glass plate crumbling.

Worst customer service I have EVER had anywhere any time. Making a customer pay for the company’s error is absurd. I plan to spread the word and never shop there again if you don’t make this right. 2 of the same item was ordered and shipped. I only wanted one. I thought the first order did not go through because I received no confirmation. I had an issue last year where an initial order of another item did not go through, so I called customer service and they could not find it anywhere, so I had to order again. I figured that’s what happened again this time. Nope… Two of the same items arrived 2 months apart and you are refusing to do anything besides give me store credit that ends up giving me back over $40 LESS than what I paid for, plus I have to pay $12 to ship it back. Just crazy bad service. Unbelievable.

I returned items back and still waiting on a refund for an order. I tracked the return was delivered by UPS back to warehouse Feb 8. I spoke to customer service. They said I would see it 10 to 14 days.

If you are expecting to have your furniture delivered on time for an important occasion, Pottery Barn is not the place to buy. We have purchased furniture from Pottery Barn over the years due to the quality of the products. When we moved to our new house in NH, naturally, we decided to purchase at Pottery Barn again. We bought online on March 6th, and we chose based on the delivery date since we need a new bed and other furniture for our new home. The original estimated date was March 13th- March 27th. But the estimated date has changed from March 27th-April 16th. I called customer service three times, explaining that I don’t have a bed to sleep on, trying to have my furniture on the promised estimated time, with no success; this situation is very frustrating, mainly because I already paid for the products.

Pottery Barn has declined so much. Their stores are beautiful and enticing, but their delivery promise even on quick ships are just not true. We ordered $20k+ on January 8, and they have our money and we have absolutely nothing. The date for delivery continues to get pushed out. I fear things will arrive damaged which happened to us in 2020. I gave them a pass due to Covid, but I think there is a systemic problem and people will need to vote with their pocketbooks. We will hopefully get our things but we will never order from them again. Customer service is actually customer no service.

Hello Pottery Barn - I am not understanding why there is not an email address on your website or a way to contact customer service via email? I am awaiting a delivery and it has now disappeared from active tracking even though it was supposed to have been delivered earlier this week. Why must we call you to find out the status? Why are you not contacting us when an item missed it delivery date?

Purchased 2 expensive lamps online. Order arrived in 3 different boxes on 3 different dates. There were issues with this alone. The email notification of the first delivery said: Delivery Complete, your order arrived, but it was only box #1 with two lamp shades, no bases. After several calls & the other two boxes finally arriving, the color, size & shape were not what was expected so I returned. My 3 tracking labels confirm delivery. PB actually advertises "easy returns" but this has been very difficult. I've received the same response on every call: "You will receive your refund within 3-5 business days". It's now been 4 weeks & I have not been refunded yet. DO YOUR RESEARCH BEFORE YOU PURCHASE. Since this happened I've now found so many review sites where people are citing this exact same situation! Some have been waiting in excess of 4 months! How is this possible? On principle alone, I will continue to fight this in every way I can!

Do not purchase down feather filled inserts as the ones they sent to me where not in a sealed cover and the feathers continued to poke us through the fabric of our sectional. I purchased the sectional end of 2019, and thought that the poking feathers just were due to the fact that it was new, and we were sitting on it. Covid hit and everything shut down in 2020, I went into my local store in 2021 and showed them the defective pillow and cushion inserts and they informed me that I need to just "vacuum them out" and they will be fine. That worked for a few months, but then I was back to having to put covers over the couch cushions just so we could sit. I reached out to customer service in 2022, they stalled, with very poor response when I asked if the cushion inserts could be replaced.

I ordered 4 dining chairs 2/24. They were on back order until 8/24. Today I received notice that my order was canceled. I was offered 10-15% off of a new order. I was told that the chair fabric was discontinued. I went on line and discovered I can still order the same chairs and they will be here around 6/24. I spoke with customer service and they verified that I can place the order. However, they will not give me the sale price as to what my original order was. I would have to pay the new price. This is false advertising. Bait and switch! This practice will be noted by the BBB.

The bed was delivered! Thank you to Ashleigh for the help!

First problem I had was trying to get PB to honor my sales tax certificate in Oklahoma. They wanted me to jump through hoops and provide way more information than I needed to just to get the sales tax exemption. Secondly, they are charging Oklahoma residents sales tax on shipping which is illegal. Next, I purchased some mirrors for a client and needed to return them. When I tried they wouldn't take them back even though they still carry the exact mirror. They just want to make life difficult, so, they have lost a customer!!!

Do not buy a Pottery Barn Rug! We purchased a Pottery Barn rug for our bedroom. We moved in our new home in June of 2023. The rug sheds terribly. I read reviews that said to wait 6 months and the shedding will stop and that time has long since passed and it still sheds. I have a black dog and if she lays on the rug, she is covered in fibers and sneezes. I cannot get dressed near the rug or I have it all over my clothes. I finally broke down and ordered a different rug because I cannot deal with it anymore. Stay away from their rugs at all cost.

I purchased a bedroom set for my kids as well as a piece for their playroom. Well after six months the piece from their playroom has a bunch of nicks and chipped wood. Not what you expect from a 1,000 piece. The dresser for the bedroom set also already has a drawer that is not gliding smoothly and I’m the only one who goes into my son’s dresser. They do not dress themselves. Again this is not what I expected to happen so quickly. I wanted these pieces to last long, especially for the price I paid for them.

I'm not sure what has been happening with Pottery Barn lately but it is not as good as it used to be. I placed an order in October 2023 which was due to arrive between March 18th to March 20th of this year. I thought that was a long wait time but since I wanted these items, I agreed to purchase them and just wait the 5 months for them to arrive. Since it is now April 1st I called them to check on the status of my order. I first tried Pottery Barn's prompt menu and when I entered my order number, I found that the order had been cancelled. I have no idea when this occurred and I was not notified. I then wanted to check with customer service and after holding for a while, I was disconnected. I guess that's the end of this order and any further purchases with them.

I've been a loyal Pottery Barn customer for over three decades, but lately, my enthusiasm has waned. After patiently waiting months for my comforter, I was disappointed by its poor quality and had to exchange it. Then, the replacement took several more months to arrive, leaving me without a comforter in the meantime. I splurged $600 on a picture, only to receive it damaged after another long wait. The replacement is still not here and the delivery estimates have changed twice. The dining room table And ordered als arrived damaged after waiting months for it with another two-month wait for a replacement. While the customer service is helpful when I call, I'm tired of dealing with these delays and disappointments.

This was my first time ordering furniture from Pottery Barn and after a month of waiting our canopy bed is still not put together. We selected door delivery and very heavy boxes that blocked our doors were placed there in the rain without anyone ringing the doorbell. I do not have a camera doorbell so it would have been courtesy to at least ring the doorbell. Then after pulling them out in the rain and pushing them through my door with all my strength my husband opened the boxes to discover the sideboards were missing dowels halfway though assembly. He found all but one sitting in the bottom of the boxes and we contacted customer immediately. The phone call ended with them saying if they had the part in the distribution center it would be sent to us but it was not guaranteed. There was nothing else we could do.

I have spent a lot of money at Pottery Barn and Williams Sonoma over the years and now buy presents for my grandchildren in CA form Pottery Barn. Most recently I bought a Beatrix Potter set, cups, bowls as well as placemats for Easter for my 2 grandchildren (ages 3 and 5). Water was spilled on a placemat, and understandably, the placemat should withstand such a spill. That's what they are there for. My son sent me a photo showing that after the water spill, the placemat had a water stain. My guess is, that this is not the first such complaint about the placemat. I called customer service and the placemats are out of stock, so others could not be re-sent.

I ordered a $1,500 rug on November 19, 2022. Today is March 28 and it has not been delivered. I spoke with customer service two days ago to finally schedule delivery for March 28th. I was then sent a delivery window via email of 11:30-1:30. I then received a call from Pottery Barn that they were not able to deliver the rug because it wasn't in the warehouse. I just called to cancel the entire order. This is a familiar story with Pottery Barn. Over the past 4 years I have made no less than 5 large orders. EVERY ONE OF THEM has had a major issue with delivery. I love the products, but I'm done with Pottery Barn and West Elm for this very reason...Horrible customer service.

After the pandemic, I moved to Florida. I moved into a home with a large outdoor area to furnish. I purchased $18,000 worth of furniture. One year later the side tables and the dining table are corroding. The couches, chairs and loungers are all fine. It is just the table tops that are deteriorating. Since they are over a year old, Pottery Barn will do nothing. After investing so much money, I expect better support. Do not buy any metal tables from PB!

Pottery Barn was very responsive to my concerns and allowed a full refund after the items were picked up. I couldn't be happier with their customer service team.

Pottery Barn lies about delivery dates to make it seem that you will get your product in a reasonable time. However, once you purchase said item, the delivery date changes to months out yet they charge you shipping. No product that is in stock should take that long to get delivered. Do not buy from them.

I purchased a $6,000.00 couch called the "Big Sur." It was a disaster from the start. I felt like the store represented the concept "bait and switch." The couch I saw and sat on at the store was not the couch that was delivered. It arrived with lumpy cushions which were overstuffed and one cushion had a stain. Pottery Barn did send someone to clean the stain. The staff person agreed that all my cushions should be replaced. It took Pottery Barn months to follow up with their staff's paperwork and request. Only one new cushion came first without the cover. Then a month later the other cushions came with covers. The back cushions are still overstuffed and very uncomfortable. This was definitely not what I tried out at their store! Now one of the covers is pilling! I would not recommend buying any furniture at Pottery Barn! As a customer who has spent a great deal of money in their store, I will never purchase anything there again!

Updated on 03/28/2024: After initial complaint on 3/26 concerning poor chair quality and lack of company responsiveness I received an immediate request for my order # and my contact information from Pottery Barn. Two days later there has been no further contact. I am without a functional chair as I mistakenly donated the chair the Pottery Barn chair replaced.

I have been horribly disappointed in recent purchases not only falling apart but Pottery Barn also not standing behind their products. I have had a Bistro Marble Table crack and have pieces chip off and put interior decorators. Had multiple exchanges with the company only to see since has been 14 months they won’t do anything about it. As if a table is only suppose to last 12 months and then it is ok to break?! The same with their wall system - the calendar started to crack and chip 16 months after I drilled 8 holes in my wall for it. Again was met since has been 12 months they won’t replace. 15 years ago our whole house was decorated with Pottery Barn and the quality was fabulous. Today-it is sub par and I would never buy from them again.

The customer service agent reached out to me and sent me a new bottom cushion, which I didn’t think would work because of the same feathers. Actually, when it arrived, the lining was a lot thicker than what was sent with the couch and seems to be working!! I am thrilled, I now I need the four cushions that come on top of the bottom one and I think it will completely fix the issue because the lining from when I received the couch to the one I just received is very thin and now makes sense why I was having the issues! Thank you!

We bought the banks dining table less than two years ago and it has completely faded anywhere we have set our arms. We followed the cleaning instructions and never used anything wet or hot on it, but the color is gone. There are only two adults using it for dinner, so it's not a ton of use or kid damage. I have had cheap tables last significantly longer and never saw damage like this. We bought several pieces from Pottery Barn and I am scared to see how they hold up. I contacted customer service and they said there's nothing they can do. Their quality is awful and expensive. I've always bought cheaper furniture, and this was my first big splurge. My cheaper stuff is better. Their quality is not what I am told it used to be.

I’ve now given up buying any furniture from Pottery Barn. I am a credit card holder, rewards member, and have spent thousands there over the years. The shipping issues in conjunction with the abysmal customer service are to blame. Twice now, I’ve ordered something that showed as being in stock only for it to appear as back ordered after the fact. Or “shipped to delivery center” meaning I was charged for it with a delivery date that just continuously gets pushed back. I waited over two months for an in stock area rug once for no explainable reason in spite of my reaching out to customer service for updates multiple times.

Do not trust Pottery Barn to credit your return…I have shopped there for many years and since there is no store in Montana, I had to return an online order of a duvet cover and shams and they claim they never got it even with proof from post office!!!

Dear Pottery Barn, I am writing to express my extreme disappointment with the level of service I received during my recent interaction with your customer support team. My experience has left me feeling undervalued as a customer and has significantly tarnished my perception of Pottery Barn as a company. On March 20th, 2024, I contacted your customer service department regarding 3 huge purchases I just made, and have an issue with an order/ delivery. Despite being a loyal customer for over a decade, I was shocked by the lack of care and professionalism demonstrated during this interaction.

My recent experiences with Pottery Barn have left me deeply disappointed. I was filled with anticipation for my two separate furniture orders, only to encounter frustration at every step. My excitement turned to dismay when the first order was suddenly canceled, despite receiving updates and tracking its delivery progress closely.

I regret ordering my $6000+ sectional sofa from Pottery Barn. I made my order on 11/23, delivery was supposed to be 1/13. They called the day of delivery to tell me one piece is damaged and they have to charge the fabric, and it will take a week or two. Today is 3/18 and I have called so many times since then and no one seems to know what happened to my sectional. They keep promising to solve the issue and that they’ll give me a call back. They never did. I am financing the sectional with them and I have been paying this sectional ($500/month) without actually owning the unit. It’s frustrating. I am glad that I didn’t order more items from pottery barn for new house. I will take this issue to the next level and I’ll sue them.

I ordered a dining table April, 2023. I will make a VERY long, stressful, frustrating story as short as possible. After MONTHS of waiting for it, with ZERO communication as promised by Pottery Barn, and countless phone calls from me, I never received my table. I was told it wasn't available and it would come, but who knows when? I finally had to select a different table that was more expensive than the original! I had to BEG to at least have the original price - I received no courtesy discount, nothing. After lots of calls and entreaties, I got the original price of the table I had already ordered and paid for through a price adjustment. The new table came, although still weeks later than promised. It looked fine.

I placed an order on November 24, 2023 for 5 pieces of furniture with a total cost of $7,858.50 ($1692.61 already charged and $6165.89 pending). These pieces of furniture were all listed as "In-stock and Ready to Ship!" when purchase, with an estimated delivery date of mid-December 2023. I confirmed with customer service before purchasing, that this delivery estimate was correct, because we were not interested in waiting months. They ensured me that the December delivery date would be met. The delivery date has continued to get pushed back further and further, with the only explanation being "backordered" (despite advertising on the website "In-stock and ready to ship").

All Bedroom furniture was "white glove" delivered on March 11, 2024. Delivery men called me outside and showed that a large crack was in the front of the dresser, which we photographed, and I refused the dresser, and notified PB as instructed while the delivery men were still here. The damaged dresser was never taken into my home and was packed up and returned by them that day. I received a call 20 minutes later stating that I would know when the dresser would be replaced within a couple of days. I have never been contacted by Pottery Barn since. I called customer service on 3-13-24 and was told to call back the next day. I called back today, 3-15-24 and was told that they may REPAIR the dresser and I would hear back from them by 3-25-24. I informed them I would not accept a repair as it was damaged upon arrival. I purchased new furniture and fully expect a new replacement dresser to be delivered in a timely manner.

I placed an order back on March 2nd. One of the items was supposed to be delivered March 25th. Upon monitoring my order turns out the delivery date was pushed back to April 6 and April 20 to the original address which is California. Problem is I’m relocating to the East Coast so by the time that was supposed to arrive I’m not gonna be in the original address today. I proceeded to call to customer service and request a change of address since the item was actually back ordered and not ready to ship yet (logical no?), this was not possible and the agent suggested to cancel the item and replace the order and that way they would guarantee that the would arrive by the same dates to my new delivery address. Once the new order was placed to new delivery address was pushed back again to between April 26 and May 10 after I had been guaranteed by the agent the dates would stay the same.

Purchase a $1750 glider for nursery in September. Associate assures me it will arrive before baby is born in January. I check the status one week later - it now says March. I call, she orders an alternate. Somehow price jumps to $2,200. Here’s the rub - they won’t refund the original until a “dock return” but they won’t make the chair. So it’s been 6 months and they stole my money. Associate quit. Customer service is worthless. The email replies “not monitored”. The customer service can’t send outbound emails (so they can lie). Document every interaction. PS - “send me a dm so I can mark this as resolution in progress won’t work”. Give. Me. My. Money. Back.

My wife and I placed a large order (20k+) in October of 23. We understood it would be a while to receive each of the products. 2 of the items we ordered were the Tyler Swivel Recliners with an antique distressed brown leather. We sat in the chair in the store and loved it. We explained we wanted that exact color and look. The order was composed and we assumed it was correct. When we got the chairs recently, they were not what we thought we ordered at all. More of a red brown leather look. We tried working with customer service and were told "upper mgmt" declined our request to fix the situation. Like many reviews I just read, we are not asking unreasonable requests. As eager as you were to take our order, you would think making sure the order was correct is just as important.

We ordered the Emory Linen Curtains on-line in December 2023 with a date of delivery on Feb. 14, 2024. When I never heard from PB if they had shipped, I called the 800 number. I was told they hadn't shipped yet and they were shipping from India. The customer service person told me they could not get hold of the 'Vendor' that day so they would call me back. No call back. I called them again end of Feb. Still nothing. I was then told they had shipped but they could not give me a confirmation number.

I purchased a dining room table on 9/21/24, it was expected to be delivered by Thanksgiving. It did not come. I called customer service and was assured I would receive it by Christmas. This was very important to me as I had family arriving from out of town. So, no table came by Christmas. I had chairs that I purchased directly from the store. This fiasco went on for 6 months!!! I was told over and over I would receive it. I paid for the table in full through their Capital one credit card the day I purchased it. I spent literally hours of wasted time and energy with this, time I will never get back. I work full time in the medical field and it is not easy to get to my phone.

I returned an item via UPS but unfortunately ups lost it. I contacted UPS. They advised me to contact the shipper. I contacted Pottery Barn via chat Feb 8 and they said that the returns department would take care of it. I reached out to UPS on Feb 27. No claim has been filed. I filed the claim via UPS and they sent it to Pottery Barn on March 6. I have not been refunded for this lost item and the customer service just tells me it's on the returns department. I am just asking for some help with this order.

Pillow received and credit received, issue has been resolved. Thank you!

A new department representative was able to resolve the issue with the return and I will be getting the refund within ten day. Thank you.

The bed was ordered on Thanksgiving weekend of 2023 in stock and ready to ship but still not available by Christmas. White glove delivery was the only delivery option so it shipped to the third party delivery warehouse. It took them three weeks to arrange delivery the first week of January. The company arrived and a piece was broken. A replacement part was ordered by me the following morning. Five weeks later a second delivery was made for assembly on February 14th to discover there was no hardware. The warehouse called the following day to inform me they couldn’t find the hardware and I needed to contact PB to have hardware shipped. The warehouse recommended it be sent to me so it wouldn’t get lost again.

I purchased two Irving swivel armchairs. After about 6-9 months the leather became spotted and discolored. I contacted the store and was told I needed to contact customer service. I contacted customer service multiple times without their follow up. I continued to work through store that I purchased items and the manager would contact customer service on behalf. Many months (6-7 months ) later was told it was being looked at by "upper management". Multiple e-mails and photos were sent regarding quality of defective leather. Long story short.... They claimed I "spilled" something on the chairs and it was" client error." (See photos as reference.) That response was insulting and incorrect. Product was defective. Buyer Beware.... Where is the Pottery Barn I Used to love? I was a valuable customer and spent many dollars in store. No more! No references. Buyer Beware!!

When I went Walt Whitman shopping mall in Long Island, the workers were so snobby and rude. Now I'm trying order lights online and there is no customer service. When I start chatting, they said they will check, and don't response for about 10 mins and when I call, the waiting is about 40 mins. I will never order anything from here.

I waited months to receive this flatware, they seems heavy and well made. I saved them for a special occasion and I have used them for approx. 6 months. The dark finish is coming off on all of the spoons and edges of the forks, with only 2 people in the household they are lightly used. I carefully wash them on a top rack, product says dishwasher safe, I am so disappointed in this purchase. Feeling pretty ripped off,

Ordered the nursery furniture set on February 24, 2024. White glove delivery. Never received an email or a call to set up a delivery date. Instead while I am at work my neighbor calls me to tell me boxes were dropped off in my driveway. Called customer service. They tell me there’s nothing they can do about it. I expressed to them that what if my furniture is damaged? I didn’t see them deliver it let alone it’s now not assembled in my house. I never made an appointment for them to come yet because my nursery is not finished yet. This is a horrible experience. I now paid for a service that I’m not receiving and now I have to store my furniture because they won’t come and pick it back up.

I bought a 3 quart pot from the William Sonoma outlet in Riverhead, which was defective. The liner, and the exterior of the pot were not properly connected so as a result, the liner produced a very, very sharp edge, that if you were unlucky enough to touch it, it would cut your fingers. William Sonoma refuses to replace the pot because I don’t have a receipt. The pot was purchased two years ago and who keeps receipts for two years. I spoke to customer service and the store. The store manager told me they would replace it if they had a 3 quart but they didn’t have one. They told me that customer service would definitely replace it but when I called I found out that they have very customer relations. There is a written lifetime warranty on defective workmanship which is clearly the case, as attested by the store manager, yet they refused to honor their warranty for this very dangerous product.

I thought that by buying at Pottery Barn and spending a large amount I would be receiving a quality item. However, after one year of owning the Raleigh Square Upholstered Platform Bed, it broke in the middle of the night. After investigating further, I realized the entire side of the bed was barely held by nails and a slim slab of wood. I contacted pottery barn customer service and they sent my request to the vendor after sending some pictures. They dismissed it quickly and saying they wouldn’t be able to help. They suggested using furniture medic which isn’t even available in my state. I have no idea where to go from here and what to do with the lemon of a bed which is sitting half broken in my bedroom. I’m saddened that a company like Pottery Barn is not willing to stand by their products. I won’t return to purchase anything at pottery barn ever again and I strongly urge that no one purchase their beds.

Updated on 03/19/2024: I contacted again customer service on March 4th and actually after being on hold for about 20 minutes was transferred to a supervisor who again I had to explain everything to but this time while on the phone she emailed the delivery location where the rugs were delivered from. After that she emailed me with a recap of where the situation was left. So now I wait to see if someone from the delivery company reaches out.

I bought a dining set from Pottery Barn 2 years ago which included 6 Seagrass dining chairs. I bought them based on their claim they are durable, long lasting and don’t split or crack. They are dining chairs that are used very infrequently, but since I bought them they shed whenever someone sits down (it looks like a barn floor) and the ‘durable lacquer’ has chipped all over-even the backs and areas obviously NO ONE sits on. Most recently my 7 year old son sat down for dinner and the side seam split right open. I called Pottery Barn to try to rectify the situation and I was told ‘nothing can be done,’ because the ‘chairs are old.’ How are barely used chairs that are barely 2 years old considered ‘old?’ It’s bad business and poor craftsmanship. For the money people spend at their stores they should have better customer service.

Updated on 03/20/2024: The following review was posted on Feb 26. Julie C responded on Feb 27 that the issue was forwarded to management and that we would hear back within 48 hours. It is now March 19 and we are still waiting for a response. Review rating downgraded to one star. This company has serious problems with their delivery process.

After writing a review on Consumer Affairs about troubles we were having with the finish wearing off the top of our Hamptons bedroom 9 drawer dresser and nightstand, we were contacted by an agent named Julie C. who showed concern and worked hard to have the pieces replaced. I am very thankful to Julie and I hope Pottery Barn knows what an asset she is to their brand.

Curtains ordered Jan 8, with a promised delivery of Feb 8. That date was pushed back to Feb 20 (without reason), but as of today I have received neither the curtains nor an update despite my credit card having been charged. This has been a poor customer experience, and service is impossible to contact. Company has gone downhill since the pandemic, West Elm is bad too.

Updated on 03/09/2024: I wrote a review last month and a representative from PB responded. We exchanged several messages and I included pictures as requested of my damaged items. Unfortunately, leadership denied exchanging or returning the items. No resolution whatsoever. I have responded asking that I receive leadership contact info so that I can discuss directly. No response and it’s been a few weeks. Note, I purchase these items end of December 2023. Absolutely unacceptable. Do NOT purchase the Rattan chairs or counter stools! I will never shop with them again. Waste of money!

I purchased a dresser for my daughter’s baby shower. I was shocked at the $279 shipping fee. If I knew that was such an extreme additional cost I never would have purchased. The Dresser itself was $1500. No option to pick up from store.

February 1, 2023 Pottery Barn delivered a dresser and 2 nightstands for my bedroom. The nightstands were delivered perfectly. The dresser was broken. Of the 6 drawers on the dresser, 4 of them are broken and will not open. Pottery Barn then made multiple attempts to deliver the right dresser. One time they showed up and the box was empty. Another time they showed up and the furniture was more broken than the one I have. This went on for about 7 months. Then Pottery Barn said they were going to wait to get another one shipped in and to this day (that was back last fall). They have never called me back to now.

Showed up 5 hrs after the window at 9pm. Battery was dead on their drill and had to borrow mine. Gloves and booties came off within 10 mins. They were beating and banging on gator clips. Lost the ottoman. Had no idea what they are doing and smell like smoke. Awful experience and I will never buy anything from Pottery Barn again. Front end was great…Back end felt like Ollie's Bargain furniture outlet delivery team. Buyers beware.

Buyer beware!!! This experience has been a nightmare from start to finish but seeing all the terrible reviews, I understand I am with the masses. The amount of time I have invested in this awful experience. I was Completely ignored by the In store representative. Couldn’t get help so I left. I came back the next time and decided to go up to the employee while she chatted with her other employee at the desk. Purchased a pillow to be delivered to my home because of course they didn’t have any inventory. Decided to cancel my order thru customer service minutes after ordering. They sent the pillow anyway and charged me on the 16th and the 20th of February instead of refunding me.

All metal parts of the lamp are made of lead! A warning label advises to wash your hands after touching the lamp. The City advises not to toss it in the trash but to take it to the recycle center. The store manager made light of the info when I called. Pottery Barn has no email reps to write to. I didn't notice the warning label attached to the cord all these years since 2014. I still have the $250 receipt for this poison lamp.

If I go to my local Washington Sq store - the people working there act like they are doing you a service if they check you out on what you want to buy. I may walk out and have been there quite a while and NO ONE has asked me if they could help me. Then there is the website, with misleading advertising. I have two Vases I wanted to buy and it showed the picture of the Vases in the Clearance Section with EXTRA 20 off if you put the code in. I tried over and over and it kept saying these items were not included. I called and got a customer help person, who was very nice and tried to be helpful. She finally figured out that only one of the vase colors was covered by that sale and agreed the ad was misleading or confusing. Pottery Barn is really poorly run and need to work on this.

Order automatically updated from in stock/ready to ship to custom without my approval and shipping window moved out 4 months. Because order now shows custom, customer service says they can't cancel and issue refund.

Pottery Barn finally resolved the issue with my Reed Island while it took a long time. We are satisfied.

DO NOT ORDER FROM THEM!!!!! I have ordered from Williams Sonoma so many times and love them. I thought being a sister store Pottery Barn would be the same, wrong! My dad ordered me a quilt which was beautiful and I loved it so much. It ripped within days of being on my bed. I called customer service, explained I just want a replacement and was told there were none in stock and I would be getting merchandise credit. I went online to see what they had and what do I see - my quilt.

I ordered a desk for my office and was given a 7:30 am to 9:30 am delivery window on my order. The only email we received was at 7:02 am indicating my delivery was next. I arrived at the office at 7:20 am and the delivery team hadn’t arrived. I waited and no one came, called, sent at text or emailed me. My colleague arrived at 8:15 am and found a tag on the door that read "Sorry we missed you, our white glove home delivery team attempted delivery." While I was here, at my desk, no one entered the building, knocked on the door (which was open), or called me to let me know they were outside. And, I never saw a delivery truck arrive outside from my window.

I have owned 2 stools for one and a half years and I can only imagine that after another six months or two years they will be completely useless. Between the merchandise total the shipping the delivery surcharge and tax I paid $845.64 For two pieces of defective material that I now have to look at in my kitchen. Upon notifying them they told me that their warranty is only for one year. I called my American Express card and they also said if the company's policy is only one year for return or refund, they cannot go against the law and do anything for my charge? What kind of wash could they have used that only last a year and a half. I am one woman living alone, so how much do you think these stools are used? Not like there’s a complete family sitting on them every day. I will never order from this company again.

I finally splurged and bought the king size Penelope quilt and paid $380 for it. I was ok with that because the quilt I bought for my daughter about 7 years ago was outstanding, high quality. The quilting on the back of hers was extremely detailed and it felt dense and sturdy. To this day it still looks brand new. When the Penelope quilt came in, I expected the same high quality and was so excited for it. I opened it and felt a flush of utter shock flood through me. It was very thin and the stitching on the back was spaced out, as if they were trying to skimp on thread. Not only that but the stitching was very delicate and loose and it didn't even outline the pattern on the front very well.

My husband and I purchased a Stearns and Foster mattress through Pottery Barn 2 years ago, and had to already have it replaced once for damaged springs. The replacement process was a nightmare and took almost 6 months from start to finish. Pottery Barn customer service kept referring us to Stearns and Foster, even though POTTERY BARN is who has to validate and issue the warranty replacement. Stearns and Foster does NOT honor the warranty process when purchased through Pottery Barn (wish I knew this before purchasing because otherwise, I would've purchased through Mattress Firm to avoid this whole ordeal).

Drawers don't work, don't close properly, don't glide properly, fall out.... Terrible piece of junk. I could have bought better quality at home goods or Home Depot or target for $200-$400. I will never buy furniture at Pottery Barn again.

There was not a model to test in the store and when the recliner finally arrived four months after we ordered it, I was incredibly disappointed and frustrated by how uncomfortable it was. Additionally, the chair has a horrible chemical order. Of course, because we customized the chair with fabric, it cannot be returned. I am so disappointed and plan to share with anyone who will listen. I have thousands of dollars in PB furniture in our home and sadly will never buy from them again.

We ordered a loft bed for my daughter on August 7, 2023 from Pottery Barn Teen. Initial delivery was in September. When I did not receive any information about the delivery in September I checked online. Delivery date had been moved into October, without any notification. This happened again the next month and the next month. Finally, after Christmas, on December 28th, we were supposed to receive the bed. When the delivery crew arrived to put the bed together, they informed us that there were two pieces missing and that they could not do anything. Since Pottery Barn outsources their delivery this was true. There was nothing the crew could do. So, we had huge boxes sitting in our house, no bed for my daughter, and were told we would just have to wait.

I've written a letter to Pottery Barn regarding a $1500 purchase and subsequent rewards with no response from Pottery Barn. This is par for the course. Each visit has been unnecessarily time consuming, wrong information, or no information regarding policies. The list goes on. Pottery Barn. You've lost another customer!

We received this blanket from our wedding registry. We married in summer so we didn’t need to pull it out until the first snow - in January. It was out for all of 5 minutes because our brown couch was covered in white fuzz. It was literally floating around our family room. I went to the store multiple times for advice on how to make it stop shedding - their suggestions weren’t any help. I took it to the dry cleaner (per the care instructions) and the dry cleaners wouldn’t touch it. They said only poor quality yarn sheds like that. I posted photos of it in a knitting group and they told me I should just throw it away. I called customer service asking for advice on how to make this blanket stop shedding enough that we can actually use it (it has spent 99% of its time in a giant plastic bag). Customer service told me to take it to the dry cleaner. When I said that I already had and they wouldn’t touch it, customer service had no other advice.

Updated on 03/18/2024: I ordered this item (Modular Upholstered Banquette, Tuscan Chestnut Leg, Basketweave Slub Ivory) on October 12, 2023 and I still do not have it. It has been 5 months and 8 days. When ordering it gave me an estimate of about 40-50 days. Only after paying for the item did I receive a follow up email a couple days later that informed me it would take much longer to receive this item from overseas, five months. (Feb 28-Mar 19) If I had known that, I would not placed the order and gone somewhere else.

I ordered a quilt and shams in August for my daughter for her birthday in September. Now here we are in February, not even 5 months into actually using her bedding and it has holes in it. The bedding has yet to be washed. The holes are everywhere on the underside of the quilt where these "puffs" have been attached. Clearly the way that they are attached was not done well. There is no reinforcement, just string poked through the quilt and tied. I tried contacting PB Teen twice and was told 2 different things both times. The first time I was told that a replacement wasn't available because it was no longer in stock. If I wanted I could keep the quilt and they would offer me $15 in the form of a credit. $15, and bedding with holes in it? That doesn't make sense.

I purchased a king-size duvet cover in October. After having it for only 3 months, I noticed a tear at the seam that quickly grew to about 10 inches long. It is very apparent the breakdown was at the seam, not from anything sharp, I have no pets and have not washed it. I contacted customer service and was told they could not do anything because the 30-day return window had passed. I told her I was not asking to return it or get a refund because I did not like it, but a defect with the quality of the product. She, again, said, "Sorry the 30 days have passed. I can't help you." She refused to offer me a replacement or any discount that I could have used to get it fixed myself. The most offending part was at the end of the conversation, she said, "I hope I was able to resolve this issue. Is there anything else I can help with." For a high-priced brand, their customer service does not align with the "luxury products" they sell.

Despite how much I love Pottery Barn, it may be time to be cautious with what you purchase. It has changed so much and if you do end up with a shoddy item or delayed shipping (we waited months even with estimates) - there is NO route for customer service or repair. 90% of items are wonderful but I'm speaking specifically to when you do get a short-lived item. Put your furniture through its paces early on (move/play with chairs, benches, tables, etc) as once it breaks if it is not in the initial period, you're out of luck. Customer service says they'll email you if they are nice - nothing, likely just told to placate. That is if you do get someone who gives you more than the robot policy response.

Pottery Barn sent me a defective couch. (The cushions didn't fit properly in the covers.) It has now been over three months and they still have not made things right. I have called Pottery Barn customer service over 10 times and spent hours on the phone with them. The customer service representatives are always nice, but they have no power to fix the situation. A bit part of the problem is that Pottery Barn actually hires a company called Sutter Street Manufacturing to make some of their furniture. So then when Sutter Street produces a defective product, Pottery Barn refuses to take responsibility for the problem, even if you bought the product at Pottery Barn.

Pottery Barn has changed the number of side ties on the Pick Stitch shams from 3 to 2. My vintage all have 3. Having 2 makes the sides more open so they don’t look as nice. Why? Such a small thing. The price of course has increased but cutting back wasn’t a good design decision. Been a customer for many years and this gives me pause. Perhaps PB should bring this detail back. Not having the third tie isn’t aesthetically pleasing. Please consider.

I am a longtime Pottery Barn customer and have spent thousands with this company over the past several years. However, recently, I ordered a bed and two nightstands with "white glove delivery". The delivery company showed up with only the bedrails. I called PB right away to ask them what was going on and they assured me they'd find the rest of my order within 3-5 days.

My in-laws gifted my husband and I the Rory 4-in-1 convertible crib. The first issue was the color depicted online as "stone gray" was a drastically different color in person. I called customer service and they suggested the best way to resolve this was to return the crib and repurchase in a different color but because it was a gift and I did not have the original card, they would do the new order via merch credit. Fast forward a few weeks, now all the matching furniture is out of stock. I have yet to schedule the "new" crib for delivery, I still have no product. Needless to say, I no longer want anything from Pottery Barn Kids. I called customer service to have everything refunded and they said that they can only give me back credit because of how the employee handled the transaction.

Title: Disappointing Quality and Customer Service Experience with Pottery Barn's White Cloud Bedding

I would have reviewed a 5 as furniture ended up coming in earlier, however the lack of communication and update is not there.

We order lots of things online ordering but what a painful experience. After reluctantly placing an order, we thought the added on delivery charge would guarantee a quick delivery. The website even suggested our lamp would arrive by the end of the week. Not even the following week, nor the next, nor the week after that. Calls to customer service (when they were not disconnected) always resulted in us being told to wait longer and they refused to track the shipment. When we finally reached a sympathetic agent who was willing to trace the parcel, the Purolator tracking site showed it was being picked up an hour later. The label on the box when it arrived said it was shipped from Edmonton, less than 300 Km away. Though the parcel arrived the next week, it was a frustrating experience for us and is not how to run a business. Considering so many Pottery Barn items require shipment, we see no reason to ever visit a store or shop online again.

Do not purchase this quilt! The threads on this quilt have broken in several locations after only three months after purchase. I contacted Pottery Barn Customer service, and was told “This is normal wear and tear” and could not be exchanged or returned.

My husband and I were so excited for our new dining room set only to learn that they lost a chair. Not only was the original delivery late, it was missing a key piece! We had a dinner party to show off our new table and we looked so stupid in front of my work colleagues. After another week of trying to get in touch about the chair they are saying it’s going to be another 2-4 weeks (so probably another 6). Not the first time I’ve had a shipping issue with this company and will be the last time I shop there.

Bought two lanterns with candles for my son’s birthday. Only one lantern and one candle arrived. The item came so badly damaged, I’m in shock that the company would even send it out in this type of condition. I was on the phone with customer service for two hours trying to get this resolved. The item is heavy and I am a senior citizen, So trying to return it to UPS will take two people. I just can’t believe Pottery Barn doesn’t have some type of quality control when sending out their products. This has been a major pain in the butt. So now I’m without a birthday present and have to make a return while still waiting on the other lantern and candle.

Let me first say I have always loved Pottery Barn. These are the first items I have purchased from PotteryBarn that have been a lousy product that PotteryBarn does NOT stand behind. I have been using various planters from everywhere for the past 50 years and these are the only ones, DESIGNED for OUTDOOR USE that completely fall apart in 14 months to 3 years. I have 7 of them total. 6 extra large and one tall. On sale these cost, minimum $199.00 PLUS shipping EACH. One had the outer shell start cracking at 14 months. PotteryBarn blamed everything from shipping, to vendor and including how I used them. As someone who has owned a fairly large greenhouse for the past 20 years I am NOT unfamiliar with planting, drainage and maintenance of plants and products.

Updated on 02/07/2024: The response on this website from Pottery Barn is a skit. “Please send us a private message with your order number….”. After Pottery Barn responds to your review, an automatic message comes up stating there is a “Resolution In Progress” when in fact, there is NOT a “Resolution In Progress”. This is very MISLEADING to the consumer and you are not truly sorry. Pottery Barn has gotten sloppy and needs to be more hands on and responsible with problems. Terrible quality control and your product and shipping prices are off the charts. I HIGHLY DISCOURAGE anyone from ordering from Pottery Barn.

The absolute worse online ordering experience from Pottery Barn ever. They bill at the time of order placement despite 8 week lead time from 'their' vendors. THEY cannot cancel the order 'they' take and the funds THEY collect immediately as their vendor's PO is already in process. Also stating at the time the order was placed and charged for the items that are no longer available. Then was told to wait for an email within a week or so to resolve the issue even though order has not even begun to start. Please forward this along to whoever oversees the online ordering process as it's unbelievably a joke. I will never shop with Pottery Barn again.

They send me around 5 emails a day most days. I've unsubscribed many, many times and keep getting emails. I direct to junk mail and still get in inbox. I report as phishing and still get. I block sender and still get.

I purchased a king-sized classic down duvet insert from Pottery Barn, which unfortunately turned out to be defective -- the box stitching did not connect properly at the centers, and I didn't notice that before I put it in my duvet cover. As a result, over time, the feathers inside the duvet shifted significantly, accumulating at the bottom and leaving other areas under-filled. This has made the duvet useless.

Do not buy this rug! A 9x12 was $1600 plus $300 delivery. It peels and has pulls like a cheap sweater. If you want a rug you can’t walk on or use, then this is the rug for you! This is on top of the PB website telling you it is available for shipping but once you purchase it you find out it will be several months… and when you ask about it, you will be told it is actually delayed further. Will be writing a separate review about similar leather furniture experiences. No wonder PB doesn’t want anyone doing reviews on their own site.

Hi! I called customer service numerous times and they had no idea how to apply my wedding registry discount. I used Pottery Barn as my wedding registry strictly for this discount for I purchased items and nobody can give me an answer or a code to use.

My wife and I placed an in-store order for 4 chairs on 9/23/23. With ongoing delays, I contacted PB on 1/19/24. I was informed at that time 3 chairs had been in a warehouse 20 minutes from my house since 11/20/23. The 4th had been lost in transit. Without my calling, we would have continued to receive delay notifications from Pottery Barn. Since my discovery on 1/19/24, I have had three separate agents place "Where's My Order" tickets for the lost chair and two agents contact Fidelitone to place an urgent request for a partial delivery.

I ordered 3 Livingston bookcase through local store. After one month of waiting it came with color mismatch. After talking to my local sales and customer service, they want to replace one of them because they believe it’s an oddball and promising they will fix. However, after another month of waiting, the replacement came in still as mismatched color. Now after two months of waiting, they assigned me a case manager called Holly S, today the case manager called me saying the color is the same but the wood underneath is different, they can not do anything about it?!

My first experience with Pottery Barn was last year ordering a bed. I ordered it in January finally by May. I had a bed after five deliveries that I paid for a broken beds. The bed that I now have has been pieced together with two of the broken beds to try to make one bed, which is very wobbly. Pottery barn refused to do anything about this. Why I ever went back there was my own fault. I guess I should’ve learned from my horrible experience the first time.

I purchased my toddler an engraved lunch box and water bottle. The water bottle came but it wasn’t engraved. I contacted customer service and they said they’d send out a new one engraved, no mention of the old one. After I hung up the phone I got an email with directions on finding a box, printing out a return label, and finding a UPS to mail back the water bottle. I reached out to customer service to ask if they could schedule pickup at my address for the item as it was the company’s mistake, why should I suffer from it and spend the time and money to mail it back? Or at least accept the item through regular usps mailing so I could just put it in the mailbox. Customer service’s response was they couldn’t do it because ‘that’s our policy’. Ordering from this company just created more stress and work for me and I won’t be doing it again.

I am extremely dissatisfied about my Pottery Barn Kids experience as well as the customer service provided. I am due with my first baby in the beginning of March. In January, over $5,000 was spent at Pottery Barn Kids on furniture for my baby’s nursery. I also have approximately another $1,000 in Pottery Barn merchandise on my baby registry. I have had a difficult pregnancy, and this order was placed days after I was discharged for the hospital on bed rest. I thought Pottery Barn Kids was a highly regarded company specializing in Baby and Children’s furniture. I chose to purchase my furniture with this company because I thought I would have a simple, stress-free experience which I desperately need right now due to my circumstance. The assumption could not have been further from the truth.

I recently purchased a Pottery Barn sofa with what was supposed to be an upgraded Sunbrella material, expecting a high level of quality and durability. Unfortunately, my experience has been far from satisfactory. Firstly, the pilling issue is a major concern. Despite the upgraded material, the sofa started showing signs of pilling just 4 months after purchase. This not only affects the overall appearance but also raises questions about the promised longevity of the Sunbrella fabric. Moreover, the sofa has warped in certain areas, creating an uneven and uncomfortable seating surface. The initial expectation of a well-crafted piece has been shattered as the sofa fails to maintain its shape, compromising both aesthetics and comfort.

Updated on 02/06/2023: As Pottery Barn does not provide updates to the comments originally sent, I'd like anyone using this forum to know that they are still not offering me a refund for an order I wished to cancel. Several emails back and forth calls and discussions with Dragon/Julie have resulted in continued updates that Pottery Barn is unable to cancel and refund as their supplier is either not responding or not willing to cancel. What company relies on their customers being satisfied by an outside vendor unwilling to address their customer's request? And to further my disappointment they just sent me an update that the shams I don't want are now delayed until late March. Unbelievable in today's online world that this is well known company has such poor business practices. Would not use their online ordering ever again.

Monday, January 22, received a call letting me know they had to reschedule the delivery. They are now planning to deliver the couch Saturday, January 27, still with the call the day before to set up a time. I’m not taking the day off again. I switched my Wednesday for a coworker’s Saturday. The day they are now going to deliver the couch.

I ordered multiple pieces two months ago (Fort Dining Table, Lucca Chandelier, 6 Cline chairs, Modern farmhouse coffee table, etc). One of the items was back ordered. Because of that, it pushed all items out 6 months for delivery. Getting it straightened out has been a nightmare. You’d think that with the premium you pay on top of the $500 delivery charge they’d have a better system. This will be my last order if I ever receive it. (It’s said for weeks now it’s on its way to a delivery center).

I ordered custom furniture and wanted to make a change very soon after. It was just ordered and they hadn’t started to build it (which took months btw). I wanted to change the color. Nope. They wouldn’t do anything about it. In the store the designer told me it would NOT look pink, well the desert color looks pink in my house and looks horrible. It would be nice if they could have just changed the fabric. Then, I tried out the pb comfort sofa in person, really comfy, but ordered the accent chair (swivel/glider) and felt nothing like it. Quality is not equivalent to the price point. I should have gotten some off brand or bought locally. I feel ripped off. I don’t think I will buy from PB again for large purchases at this point. Sucks because I love the design.

I bought the Celeste sofa in April 2023 and it arrived with poorly filled back cushions. My local store manager did her best to get it resolved but even after escalating it to the corporate office, she got nowhere and I was stuck with a custom sofa that didn't work well. I decided to try with PB's chat a month or so ago to see if I could pay for new inserts that would actually fit correctly and was told that it was a manufacturer issue and they could contact the manufacturer but couldn't help otherwise.

I would not recommend the purchase of the Honeycomb Comforter. I washed it and specifically followed the direction and it bunched and turned brown in several places. Customer Service said they could not do anything about it as it could be a "spill". I paid way too much money on this not to have the company stand behind their quality.

I was contacted by a representative who understood and was able to resolve my issue.

I recently purchased the Buchanan set of loveseat 2 armchairs and 2 ottomans. This set is extremely uncomfortable after sitting in the same chair at the store which felt comfortable which is why I bought the set. After one week the armchairs had seams coming apart. I have emailed customer service twice and am waiting for a refund. This set is extremely uncomfortable and has given me a backache. I don't recommend anyone buying this

I purchased 3 Seagrass Counter Hgt Barstools just a little over a year ago. They have not held up at all. They are coming apart on both top sides of each chair. I called customer service but they said I am outside of the return window. I thought that Pottery Barn would have better quality and/or stand by their products. We don’t even use them every day. It’s only my boyfriend and I, no kids. I’m not asking for a refund. I’m asking for them to make this right. I’d either like them repaired or I would like to exchange for different barstools.

BE CAREFUL BUYING CUSTOM LEATHER PRODUCTS FROM THIS COMPANY. Bought a $500 leather dining room chair. The chair arrived damaged, with the leather severely indented due to the way that it was packed up against the hardware for constructing the chair. Customer service offered to replace it or take 10% back, and I opted for the small discount because I would be concerned the replacement would arrive damaged as well, since there seems to be a trend of Pottery Barn damaging items in transit.

Updated on 01/16/2024: Wrote a post from 1/15. Please read it. Do not purchase anything from this place. As close to scam artists as you can get. They answered my original post with so much "Concern", but when I provided them with my contact number to discuss the issue I was having. Radio silence. I will be calling american express to dispute my charge and reporting Pottery Barn to the better business bureau immediately. Paid $1700 for a table that I do not have and continue getting charged. Do yourselves a favor. Order your furniture from amazon. Quality is probably better and if it's not, at least you will be able to get someone from customer service to actually assist you!!!! I work in healthcare and do not have time to be on the phone with people who treat their customers like dirt. Have clocked in 7 hours on the phone with pottery barn "Customer service" this week with no resolutions. Pottery barn is a disgrace to american businesses.

I ordered an expensive heated throw from Pottery Barn to defray heating costs during the winter. This item was utilized minimally during cold months only and in storage most of the year. After less than 11 months post purchase date the blanket stopped heating entirely. Pottery Barn refused my request for a refund and/or replacement. The item was too expensive and utilized too infrequently to completely fail in less than a year. Pottery Barn charges premium prices for the products it sells but doesn't offer quality customer care. I won't be making purchases from Pottery Barn in the future.

I spent almost $500 on a lamp in September 2023. The lamp stopped working in January 2024 (4months later). Pottery Barn customer service said there is nothing they could do...Good bye! Don't waste your money in this store. I basically paid for a 500 Christmas ornament.

Beware of online ordering!! I ordered my pregnant daughter a "in-stock" reclining chair for her nursery. I selected a color that had a delivery date of between 2-4 weeks, even though it was not the first color choice. After 2 delays the chair is now scheduled for 3 mos after the baby is born, five months after the original purchase. I wanted to cancel the order and was not able to as Pottery Barn said it was a custom order. WHAT???? It was listed as in in-stock item! I then asked them to verify the shipment will arrive in April which is 5 mos late and they could not verify that it will actually be delivered then. They said it was a 3rd party vendor and out of their control. I may never see the damn chair and am going to have to continue to fight to get a refund.

I ordered a leather bed from PB online in June. I was guaranteed that It would arrive BEFORE Thanksgiving. Perfect since I wanted here for Christmas which fell right after the Wedding. Nov passes, nothing, December passes, nothing. I called and asked, "What the heck is going on?" It was already considerate that I was willing to wait 5 months. They said that it's arrived from the manufacturer and awaiting local delivery. I postponed a trip to receive the furniture. I already waited 7 months...I just got a call from PB delivery stating that they can't deliver to me until the end of the month. Now we are going on 8 months. A bed that costs $2600.00...Adding insult to injury, my PB card, which is on ZERO, got charged the bed, which I STILL DON'T HAVE. And charged me interest and a late fee.

I shouldn't be surprised about the customer service with Pottery Barn as I have experienced HORRENDOUS customer service with West Elm (they are all affiliated). I ordered a bathroom vanity which arrived broken. This is where the saga begins... I called up Pottery Barn for a return and replacement but was told the pick up can only be scheduled the day of when the replacement is delivered. This was during the holiday season so I decided to wait until Christmas passed.

We ordered many items when we moved to our new home. Any hope of getting actual help in tracking delays for custom upholstered items, especially our couch is dashed each time you talk to their so called concierge staff. Are they all polite? Yes. Does any person know where your items are, or if they are ready to be scheduled? No. There is a complete breakdown of their logistics and delivery side. One day they showed up with only the top of our media cabinet. Thereafter, all items showed "ready to be scheduled" when none were. It's a complete mess. Finally, after weeks of delay we got the sectional we'd waited for *three months, delivered. Part was missing and part was severely damaged. Now, we wait another 6-8 weeks for the redelivery of that damaged part. I would steer clear of this company again, though I love the look of their products and we have been repeat shoppers in the past--not ever again.

We were given a partial discount for this issue. I still hope they evaluate their delivery services and resolve to do better for what is clearly a much larger problem given all the reviews here related to shipping and delivery. Their furniture is just too expensive to be having problems with something basic like your delivery people having enough tools and materials to complete the assembly. We probably saved them money by not sending it back, but in the future I will take that route and record the delivery process since that’s what our initial instructions from customer service was.

On Sept 3, 2023, we placed an order for four pieces of furniture. In our 26 years of marriage, it was, by far, the most we had ever spent on furniture. Later that month, the Malcolm Console Bookshelf arrived. The delivery people assembled it in our street outside which seemed very strange, but I trusted they knew what they were doing (I did pay $209 for "white glove" delivery, so shouldn't they know what they are doing?). When they brought it in the house, the wood was damaged in a very obvious place in the front of the piece, so I asked them to return it. I called customer service to explain what had happened, and the agent said she would get a replacement sent right away. She was shocked that they had assembled the piece out in the street in front of our house.

Hello. Julie was able to resolve my issue, and now my daughter will actually get her birthday gift (albeit a bit late). I am updating my review to reflect Julie's diligence in figuring this all out. I appreciate her efforts greatly. I think Pottery Barn needs a few more Julies on their staff.

I am very disappointed with the lack of communication and poor customer service I have received. I placed a fairly large order (approx $16k) using my Mastercard. The total amount was charged to my card and then the next day, I find an additional $2k charge on my card so I called the store to ask why. She looked in her file and said that the total charge I originally made was just a hold on my card and that it was supposed to be waived once items shipped but in this case they charged my card for items shipped and didn't drop the hold. I had never heard of that policy-usually you pay and then wait for the items to arrive. I had already paid off my Mastercard after the initial transaction to ensure I had enough credit. I was told that items were supposed to ship at the end of December and beginning of January.