Pottery Barn Reviews

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

I have purchased a lot of furniture over the years from Pottery Barn and always been very happy. However, something seems to have changed. I very recently purchased a desk and nightstands from Pottery Barn Teen. The delivery customer services rep was incredibly rude when I explained that my coop was "gated" and deliveries could only be made during certain hours. The rep told me that I did not actually live in a "gated community", suggesting that maybe I was not "eligible" to have them deliver the items within the necessary time frame. The furniture did not come on time. By the time they got here, the gate was closed for deliveries and they were not allowed in by security. I am now being charged about $350.00 for a cancelled order that they certainly did not deliver!

I had spoken with Jeanne after I had submitted my review and she was very helpful and was able to cancel my order and issue a credit to my account. This is very much appreciated.

I bought a room-darkening curtain rod that I wanted to return. I called customer service and they sent me a prepaid label to ship the rod back. The rod was in the original box that had never been opened. When I received my refund, it was $30 less than the price I paid. Once again, I called customer service and they said that they can charge this amount for returns in certain cases. This was not told to me when I spoke to customer service the first time. I asked if I would have been charged this amount if I had returned the rod to the store and the reply was, "I don't know." Needless to say, my days at shopping at Pottery Barn are over.

Updated on 06/24/2024: I am actually publishing an Update from review posted 6/8 titled Bad Quality and worse customer service. As you may be able to see, I did hear back from someone from Pottery Barn after my 1 star review, who pretended to show concern about the situation that I had reviewed. I waited…and waited for some follow up afterwards. I provided the order number and detailed information about the situation. I then followed up again and she has not responded to me. At this point, I am only spending my time on this to suggest that anyone reading this might want to go a different direction if you appreciate quality furniture for your dollar and reasonable customer service should something go wrong. Super disappointing – from beginning to end. Wish I could do it over differently and that I had personally check out reviews on the company - because it's not pretty.

I ordered an item from Pottery Barn and they sent me something entirely different. I called PB to return it and was told it was up to me to return the erroneous item. Also, they are holding what I did order hostage and will not ship it until I return what I did not order. PB should have offered to have UPS pick up the item they mistakenly sent at their expense. Now I have to make a 40 miles round trip drive to get to a place that has UPS drop off. I have paid for my original order and PB has my money but the still will not ship my original order that they have the money for. This is the worst customer service I have seen. The problem was initiated by PB’s lack of skilled employees, not me but I am paying for that. I am wasting my time and gas because of their error and I still do not have what I ordered.

Pottery Barn makes promises they cannot keep… know that going in. I ordered my couch in January 2024. We are now rolling into June and I have still not received my couch although I have paid in full a substantial amount and twice it has sent back by the warehouse for quality issues. We’ve had to change my daughter bridal shower and as a 75yr old senior the whole process with Pottery Barn has been stressful and a waste of my previous time and energy. The customer service is unorganized and has limited capabilities to resolve issues. DO NOT purchase furniture at this company. There are other companies out there with much better quality control, policies and customer service. Wish someone would have warned me so I’m sharing my experience with you. ~

We will never purchase another item from Pottery Barn. They do not deserve to be in business. Every order we have made has been delayed. I ordered two outdoor chaise lounge chairs on April 3, 2024. Delivery would be in May. That did not occur. Finally, I received a confirmed delivery date for June 6. Today I learned they cancelled that date and now I could make a new confirmation for July. I cancelled the order and now have to wait 3-5 business days for the $2703 for the funds to be returned to my Visa account.

Customer service is a total joke. Ordered an AERIN Silver First Year frame for our daughter's birthday in late March and choose in-store pickup to avoid above-average shipping cost. The item arrived damaged. Upon immediately shipping the item back to Pottery Barn, we received an email that the replacement would not ship until OCTOBER, a fact that was certainly not communicated when we called to start the replacement. Further, even though we are moving apartments in between, Pottery Barn refuses to even update the shipping address to send to our new apartment (instead of the store). There's a reason they do not include reviews on their website.

Ordered a Pearce Square Arm Upholstered Section in January. Delivered at the end of March. Cushions were underfilled causing excessive wrinkling. Started a service request. After almost 8 weeks, a replacement was shipped but not to us - across the country. The replacement finally made its way to us and the replacement is nearly as bad. We have run out of patience with the horrid customer service - calls not returned, placating emails, emails asking to set up a call instead of simply calling and my favorite, other customers' emails. We have purchased over $20,000 in furniture from PB this year and will never spend another penny there. We want this defective sectional and the replacement cushion removed from our home.

Do not buy outdoor furniture from Pottery Barn. I spent thousands on the Cammeray line and it didn’t last outdoors for more than 1 year even though it was covered when not in use. It was delivered in November after waiting months, so wasn't actually used until the following May. Since damage was found after 1 year from delivery, Pottery Barn will not stand behind their product. Save your money and shop elsewhere.

I bought a $1,4000 plus outdoor dining table last year. Concrete top. Beautiful and supposedly very durable. But after 10 months all legs have cracks in them. We lived in CA —so the weather isn’t super crazy and the table was covered most of the year. I called customer service to see if they would replace the legs. Nope. They weren’t interested in doing anything to correct it. I will never spend money there again.

Let me preface this by stating that I never (truly never) write a review, whether good or bad, but I'm so perturbed by PB that I wanted to warn others... I bought a bar stool for our kitchen that was an open box item in March. It looked to be in-stock. After purchasing, PB showed that our item would be delivered in 2 weeks. Well, those 2 weeks came and went... I was given various shipping and delivery dates with it delayed 5 times. At one point, it was listed as lost. Another time, I received an email that my item was delivered to me in NJ when it hadn't been. I live in PA.

I returned 7 boxes of Featherweight Clip Rings and was not given a full refund. I was charged for the return shipping, even though the 7 boxes were returned to a local Pottery Barn store. The reason I ordered these rings was because of the recommendations of the Pottery Barn Design consultant. The curtains that she ordered for me were not compatible with the rings she paired them with. These item were returned because of the misinformation from your design team. I also returned the curtains that were not compatible and was NOT charged a return shipping fee. Their website does not state when or why a customer is charged a return shipping fee. This should be disclosed. Especially when working your design team who told me that I could return what did not work without penalty. Beware when working with them!!!

Unfortunately Pottery barn just delivered some furniture to our brand new custom home and they decided they would break it in for us. The delivery crew damaged the stairwell post to our home and we are waiting for claims to review/investigate. I am not sure what the resolution will be, but a "fit" or repair just seems inadequate. The path from the doorway to the living section is wide and unobstructed. The distance is short. I am completely confounded by how they ram the furniture into the stairwell post, damaging it. It seems reckless. I am sad that our brand new, unblemished home is now tagged by pottery barn. Be careful when buying as the delivery process seems a little careless, and the whole experience has been rather disruptive, inconvenient and time consuming. They should consider using an upper echelon delivery service. IMO, The purchase was not worth the trouble.

Purchased some poufs from Pottery Barn during the Memorial Day sale. The next day they extended their sale and the poufs were even cheaper by almost half! Tried contacting, no response. Not sure if I’ll be shopping there again. There are other stores out there with better policies.

Totally frustrated with Pottery Barn. We ordered a Livingston Peninsula Desk with 105" Bookcase Suite in February. Patiently waited 3 months to get the piece. It arrived yesterday damaged and missing pieces. The initial customer services person on the phone was rude. At the end of the day, we refused the order. This is not the part of the customer experience that bothered me. This stuff happens. The fact that we have to wait another 3 months to get a replacement is completely ridiculous. Pottery Barn provided us with an inadequate order. The return is their issue. They should give us priority and replace immediately. Most likely the last order we place an order with PB.

I will never buy furniture at Pottery Barn again! Ordered 3 items, delivery dates keep changing. Every person at the company tells you a different story as to why. I just found out that a chair I ordered is coming from Vietnam. It will take 5 months to get! Nobody told me this until one month after I put my order in. Their split delivery policy makes no sense!! Very disappointed!!!!

If I could give less than one star I would. I was debating giving my a friend a gift card for her bridal shower, but I saw she only had a few gifts left on her registry so I decided to purchase a serving platter. I selected the gift from her registry and the “mail to residence” option so it would be directly to her home. I prepared the card, gave her the print out of the gift to be delivered to her house and that was that, or so I thought. I opened the email to give her the delivery date and not only was the item not being shipped to her address as I had selected, it was shipping to my old address two hours away. I called Pottery barn customer service immediately to help rectify the situation that was clearly an issue with pottery barn's system and I was on the phone with the most unhelpful, rude service agent.

We will never shop at Pottery Barn ever again! We ordered 4 chairs and a coffee table on December 7, 2023 and they were repeatedly delayed until July 2024. The first two chairs and coffee table in were in their warehouse in March 2024, but Pottery Barn wanted to hold the entire order until other 2 chairs came in 4 months later! After many phone calls and some wrangling, we convinced them to deliver the 2 chairs and the coffee table. Our order was for all 4 of the same color chairs but the first two chairs are different colors from each other, and the cushions do not fit the chairs.

Sadly I have purchased many items from Pottery Barn. I have never had a good experience unless it is available in the store. My latest purchase was made March 6th. A swivel chair for my daughter's room. At the time of the purchase the chair showed in stock and ready to ship. 2 days after purchase the chair showed out of stock. It remained out of stock until beginning of May at which time it said it shipped with a delivery date of May 7th which than changed to May 13th and then to May 16 and then to I have to schedule a delivery, I called to schedule the delivery of a chair that will be left outside and doesn't need anything special to May 24th. I was told it has been ready to deliver since the 16th. Anything I have ever purchased takes months to a year to arrive even if it says in stock at time of purchase. I will not make this mistake of purchasing anything again.

Purchased a sofa 7 days ago. Today I learned the sofa is on sale, however I was not told about the upcoming sale when was in the store buying it. I just called customer service, and after talking to 3 people, they only did a partial adjustment. I'm not rich and this is the first sofa I’ve purchased in over a decade. The experience leaves a bad taste in my mouth. Pretty sleazy Pottery Barn. Lesson learned.

Products are definitely overpriced. Some products took months to deliver and some I am still getting notifications on delays…. It is amazing that people shop here. I received a gift card so was basically forced to buy over priced items that I could have bought at a big box store for 10% of the price of what Pottery Barn was charging.

Absolutely the worst customer service ever!!!! We ordered $15,000 worth Of furniture in April. We were told that two of the chairs were back ordered until August so that if we wanted the rest of our stuff before August, we would have to do two separate orders and pay $600 in shipping twice. So we swallowed it and did two separate orders and paid the $1200 In shipping. Then, in May, we were informed that one item from the first order was now backordered, and that the previously ordered items from the second order had already been shipped.

A message was sent to customer service on PB website. PB have never failed to disappoint on respecting the delivery dates. This is my 3rd online purchase, none of them have EVER made their delivery on time as expected, constant delays for weeks or months .... There are competitors out there that have better product at lower prices and they care to deliver on time and respect their customers! Not only you do not follow up on your delivery delays to your customers, you simply change the date without even having the decency to advise about the delayed delivery date. To find out when looking to track shipment expected to arrive within days...it's now become another month or more...I will ensure to have PB HDQs made aware of this including social media.

I will never buy from Pottery Barn again. They basically lie to their customers. I ordered a bed that at the time I ordered said it would be delivered within 3-weeks. After I purchased it they extended it to 4-months and now they won't allow me to cancel my order. They are total scammers, and I can't believe they are allowed to stay in business.

Never order a dried wreath from Pottery Barn! Falling apart, curled up, not protected. Weeds from the roadside would have made a prettier wreath! Should have lit a match to a hundred dollar bill! The wreath was just thrown in a box and looked like it had been sitting in a warehouse for a while. I expected better from Pottery Barn. They are obviously overrated and overpriced.

Pottery Barn, Vintage pivot mirror large, brass. Purchased 2 in 2019 for bathroom renovation. Because COVID hit they sat In their boxes until 2022. Initially they looked nice but started to notice that the brass finish was peeling on the bottom rim of the mirror. I Called Pottery Barn but they said there was nothing they could do. Really disappointed as we spend more at PB with the expectation that we are getting quality merchandise. Next time I’ll purchase mirrors elsewhere.

Pottery Barn has gone downhill. :( The sales people tell you not to shop online cause they need to save their jobs and need to keep store open. When you order furniture or large items, you have to pay multiple delivery fees. The shipping and delivery dates are NEVER met and are a moving target with delays well over 6 weeks.

Two years ago, I bought a bed for my at the time three year-old to grow into as a team from Pottery Barn. The leg just broke on it and they told me when I called that they only offer one year warranty and that’s why they offer the extended warranty for these reasons and they can do nothing about it. Well, let me just tell you. I hope you think twice before you buy anything from Pottery Barn because this was a $1400 bed And I feel that it should’ve lasted a lot longer than two years with a toddler. Do your research. Do do not buy from pottery barn. The furniture is garbage. I would put zero stars if I could!!!!

I will never ever buy anything from Pottery Barn. I needed to return something but could not because they had no record of me receiving it, called me with a spam 800 number that wanted to give me a free medical device. Are you kidding me?

This is the worst customer service agent I came in contact with in my life. I waited 45 min to get a rep on the line and finally got a customer service agent. He said his name was Tony which I later found out it's Anthony C to be exact. He was shouting at me and refused to answer my questions. Demanded I pull up my account to verify the amount I paid when I asked how much I was getting refunded. I asked to confirm the price and he refused to answer. VERY BAD people skills.

Ordered a Catalina bed from Pottery Barn. Credit card was charged and item was shipped. Received item, opened it up. Only a portion of the item was in the box and there were no instructions for the item. Called up Pottery Barn and found out that there was a 2nd box (although this is not clearly stated on the website when ordering the item). The 2nd box is suppose to ship with the first. Customer service said they would send the other box 3-5 business days. 5 business days go by and no box arrives so we have half a bed and my credit card has been fully charged. Call Pottery Barn again and try to resolve. The shipment date is again shifted. No box arrives...Again. Call Pottery Barn a 3rd time with another shift in date. They give me a number to call if there are any issues. Delivery date is here and there is no box again.

Sad to write a review. If the manager of the store had been nice and kind, I would not have to take the time to come here. I have been to Pottery Barn in Lone Tree CO a few times, and the few times I was at their store Julie was no help. Actually, was more like she was doing me a favor. I asked for her help this morning and she flat out said she could not help me. Well, I thought about calling the manager later on hoping that would be different. I spoke to Lisa the manager. First, she didn't even say sorry, she didnt even apologize. I guess they don't care about customer experience ratings. Second, she was talking to me like if she was irritated about something. That was my last time at that store. I would rather drive to Aspen Grove where they care about the customers. You should be in a different business NOT customer service.

WORST customer service EVER. I spent over $5000 on a dining table and chairs. The table is great. The chairs are AWFUL. I was told by the sales associate that they were extremely durable. They are not. They keep snagging. I’ve only had them a month. I keep getting the run around on customer service. I’ve tried reaching out to the executive team via email. NO RESPONSE. Think twice before buying from them. Go to Crate and Barrel or Arhaus. I wish I did.

Pottery Barn is a hopeless store, we bought a king bed from them in Nov 2023 which was to be delivered by 4th Feb 2024, we are still waiting on bed, Customer care is of no help at all. It's almost 8 months and here is no sign of bed nor are we able to cancel the order. I am not sure how is Williams-Sonoma, & Pottery barn are able to run business with such hopeless service. NEVER EVER BUY FROM THEM!!

Sadly, I will never purchase from Pottery Barn again. I have spent thousands upon thousands of dollars with this company furnishing two homes and typically love their products. Unfortunately they have the ABSOLUTE WORST customer service of any furniture store I have ever received. I purchased a dresser for my son's nursery that took much much longer to arrive than expected. Once received it came in damaged, looked like it was dropped on one side. The dowels that attach the side of the dress to the drawers were loose. And several scratches on the dresser.

After being given the runaround for two weeks over an order that initially was being sent to the wrong address, but then never actually made it to its destination, I’ve still not received a replacement package or refund. I’m a longtime Pottery Barn customer and every. single. person. I spoke with gave me a different direction. After filing a claim with UPS, as told, they are now telling me file a police report for a state I don’t even live in anymore for a package that wasn’t even delivered. As a someone who has worked in two different retail locations, I know PB had the capability and resources to make this right from my very first phone call. I’m now out $400+ and still don’t have any answers. Be consistent and do better.

I ordered a PB comfort recliner 12/23 that came very hard to recline and with a 17 inch seat depth. Online description was 26inch deep seat. I sent chair back but PB said can’t fix. I was given option of a new one but haven’t heard anything. Chair was very uncomfortable and For $1900 it was unusable.

Hi. I bought a bedsheet from Pottery Barn, India. It was a misfit so returned it and they were supposed to refund, a month and half back but no refund, no call. Today when I checked I was shocked and on calling them, they were so casual that I was very disappointed. What a fraud.

HORRENDOUS customer service. Spoke to 3 agents and the first one sent my refund to the purchaser instead of me (the gift recipient) AFTER going over the refund details in full. Once I received the email moments later, I noticed the error and called back but the second agent said it was “too late” and there was “nothing they could do” and then HUNG UP on me.

If I could leave zero or less stars I would. We ordered over the toilet baskets for the bathroom as shown in photo on their website. When order arrived only the baskets arrived. We called customer service for them to tell us the shelf for the baskets was sold separately and at a cost of $300 a shelf. On the ad, it clearly shows the wicker baskets on a shelf with no wording or indication the shelf was sold separately. This company and ad is misleading and deceiving. This is not an honest company to do business with and would highly recommend going elsewhere.

These people are a bunch of liars. My outdoor furniture didn't even last a season. I was a responsible person and even bought all the individual covers for each and every piece (and the covers cost almost as much as the furniture did.) Within a few months, it all started cracking and peeling and coming up. The first time I called for help I was told there was a 1-year warranty and they would come out and repair it. I sent photos in as they requested. No one came. So I called again. Then they said, "Oh sorry we don't repair outdoor furniture. Someone should have told you." They sent me to another department.

I purchased a blanket, a quilt and 3 euro shams, after much consideration and for hundreds of dollars. I drove back and forth several times to Greensboro to make a selection I believed would work. I love the quality of the products, especially the blanket. The salesperson was very helpful at the store, and even followed up with an email to gauge my satisfaction. Unfortunately, I wound up needing only one of the 3 King Euro shams ($238 for 3). I returned the email saying I would like to return 2 of the 3 shams, but got no response. I drove back to Greensboro, 2 shams in hand, where I was informed that I could not return or exchange 2 of the shams because they were bought in a package of 3. I did not realize when I ordered them that they were sold as a trio, and was disappointed.

My Wife and I had a registry through PB and had returned a number of items. We received emerchandise cards for the returns, and the cards are no longer working. We have spent 5+ hours on the phone speaking to reps with no resolution. At this point, I am considering this lost money as no team member can tell us why they are not working. We have only received replacement gift cards for half. I spoke to a CS Team Leader who agreed to review my case over email- She hasn't even responded to my original email over a week ago!

I ordered 4 types of plates as a set of 4 on the Pottery Barn website on April 28, 2024, but each item was delivered in 4 types. So I spoke with customer service and they said that the set of 4 is only one. If this is what I like, I was told to return it if I didn't pay for it. I didn't want to waste my time returning the product at the cost of losing the shipping fee, but it's ridiculous that a company like Pottery Barn would do something like this and I will never buy this company's products.

I ordered two couches from Pottery Barn website on February 8. The website showed white fabric, the fabric selection said Alabaster white and looked white. The delivery would be June13-July 3. I thought I was buying 2 white couches for almost $5000. Wrong. I went to the local store and checked the samples within a week. Turned out the color is actually beige. Shock. My décor is gray and white. NO BEIGE. I thought, NO PROBLEM. Just call and have them change the fabric to a true white fabric. I got sample fabrics and started calling. It has only been a week. They have not started the framing yet.

My experience with Pottery Barn customer service was the worst I have ever experienced! If I could give them a 0 rating I would. Customer service staff were RUDE, completely unhelpful, and borderline belligerent. My experience with every other comparable company has been professional, helpful and pleasant - for the price point of these products, I frankly expect better!

Return policy is unclear and illogical. No related service. Here's the basics: Ordered a towel, a very expensive towel. Loved the feel of it but it had a few snags/flaws. Ordered 8 more of these towels (you really don't want to know how much that cost - wow). Went to return the original towel that was unwashed, barely touched, had all original packaging in pristine shape AND was a flawed/damaged product. PB says it's unreturnable. WHAT? So, I read the return policy and it only says that non-returnables are things like monogrammed items (duh) and certain major furniture. No mention of an unwashed, pristine, towel.

I went with my brother and sister-in-law looking for a couch and coffee table. We had been out at two other stores, then looked online and found the perfect couch and coffee table at Pottery Barn. We arrived at the Old Orchard (Skokie) location at 6:58... and a man was locking the doors. We literally saw the couch through the doors. He just said that the store was closed and locked the door in our face. If you are open till 7, then you should allow customers in the door till 7. You lost a sale, just like that. They said they would never buy from Pottery Barn after that.

We went to Pottery Barn to get what we thought was good quality outdoor furniture - $6,000 for a teak table, 8 chairs and umbrella. After 3 summers the table and chairs have done very well, but the umbrella base has rusted so much that the umbrella can't be removed from it. The only way to remove it is to unscrew part of the base, and lift the whole table up and over the bottom part of the umbrella. The screw in the base is so rusty the umbrella continually spins round. I called customer service, but they would not help since the furniture is more than a year old. Recommendation to Pottery Barn - when selecting metals to use in your outdoor furniture, use something that does not rust!

Multiple calls to customer service and keep getting the run-around.

I am unsurprised that Pottery Barn has one of the worst customer service I have ever experienced. I am writing a review while waiting 55 minutes to talk to someone. Make sure your purchase is exactly what you want. Otherwise, you are on your own. There's no way to correct or ask questions in finance or other departments. Terrible!

I bought a very expensive duvet cover on February 25, 2024 with a delivery date of May 22 - May 24. Without my knowledge, the order was cancelled on March 6 and reordered with a later delivery date. Since then, the delivery date has now been pushed back to June 5-7, then again to June 14-18, then AGAIN to June 21-25. At this point, they've been sending me an email every week with a later delivery date. I asked customer service if this item could be shipped from a store that has it in stock. They said no stores carry this item. Disappointed because we were able to receive all the other bedding items. At this point I'm scared we will just never get this item.

We purchase expensive outdoor furniture including a large sofa, day bed, two chaise lounges and two umbrellas and stands with concierge delivery. Chaises were cracked, no concierge delivery and when we called customer service the first person told us they would refund everything but it would take a week. Weeks went by so we called again and were informed that the prior customer service rep misspoke and nothing could be returned. The quality also sucks for the price you pay. There's much better out there for half the price. Live and learn but this was an expensive lesson.

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!