Pottery Barn Reviews

I ordered a monogrammed Christmas stocking for my new baby November 8, 2023. It was never picked up by UPS and said ‘label created awaiting carrier pickup’. I was told I had to wait until the following Friday before it could be reshipped. I called back on the designated Friday because still no movement. It was Black Friday though and everything was on sale so things were selling fast. They did get it reordered but two days later it was back ordered. I was willing to wait but then it was canceled without any notification. I called customer service and I was told I could pick another stocking and get 15% off. Pottery Barn sold out of every Crewel icon stocking besides one that my other son already has. We all have different stockings from Pottery Barn and I don’t want to buy one we already have.

I have Pottery Barn sheets from 20 years ago that are still good but I bought a new mattress and the fitted bottom sheet was not large enough. So with guests coming in a few days, for Thanksgiving, I went to our local Pottery Barn store and purchased the 400 thread count percale queen sheet set for a price of 139.00. After washing them I had to iron the set. It came out so wrinkled and hard! After my guests left, I washed them again and same thing. So hard and wrinkled. I called the store and their policy is no returns on sheets once you use them. I called customer service and got the same answer. I was hoping they would take them back because they are such poor quality, not because I want new ones! So disenchanted with Pottery Barn and customer service.

My husband and I placed an order for a Big Sur sectional last February. We paid for it in full at the time of purchase. We received several emails regarding delivering part of our sectional, with the corner piece missing. After going back and forth with communication regarding our order not being delivered, in October, we received another email stating if we did not schedule the delivery for our sectional which did not include the corner piece, our order would be canceled. I finally grew beyond frustrated with the delays and Pottery Barn had over $7000 for 8 months, I cancelled our order and received a refund.

I purchased a $1500 coffee table from PB about 1 1/2 year ago. After using this table the finishing on the table has chipped and completed broken off in several places from Regular use. If you place a coffee mug down it chips the finish. We called PB to report this issue. The rep we spoke with agreed to replace the table with a new one and pick up our old table at the same time. We were emailed a confirmation of this delivery/order. Upon receiving the confirmation we realized the shipping address was incorrect. We called in to update the delivery address. When we did the rep said I will need to cancel and replace the order to update the shipping address. Once she did that, she told us that they would no longer be able to send us the new table as promised hours earlier because it was outside of their warranty time. She informed us that she would have a manager call.

I bought a Christmas stocking with name embroidered and paid over 70$. The stitching was poorly done. I contacted Pottery Barn 3x. Each time I called I was told it was taken care of. They were supposed to send me a return label for replacement. They never did. Then they were supposed to refund and they never did. I expected more from Pottery Barn after paying over 70$ for a Christmas stocking. We've sent pictures like they requested and still no response. I've ordered my other grandchildren's Christmas stockings in the past and have been satisfied with them. Customer satisfaction does not seem to be concern for Pottery Barn these days.

Sunday 11/03/23 Myself and my wife went to PB in Highland Village Houston, TX. We purchased a home and went there the day before (11/02/23) and ordered a few items online with the help of a great employee. However Sunday after church my wife stated she wants to go back and purchase a bath robe. While shopping inside a employee starting following and hiding behind products to make sure we weren't shoplifting. We did call the store and the manager on duty, she acted as if she doesn't know who this employee was. For my **/** people just beware of the racial profiling at this store.

This is the absolute last time I ever order from Pottery Barn. Between 2018-2023 I have placed orders for couches, two full sets of nursery furniture ((crib/changing tables/rocking chairs))- book cases and now finally, a Full sized bed ((converting from a crib)) and other smaller items like baskets and anywhere chairs. I have a PB CC thats how committed I WAS to the company. NO MORE. Almost EVERY furniture order has been a catastrophe that customer service agents could not handle themselves without a supervisor.

Dragon (Julie) from customer service resolved my issue by creating a new order with the previous prices which were on sale. Thank you Julie!

The legs fall off of my Irving leather ottoman. The leather looks great, but all of the legs are not attached properly. The legs used to just spin, but now one leg has fallen off completely. My purchase is no longer under warranty and Pottery Barn said they could do nothing to repair the ottoman legs. Pottery Barn no longer allows reviews on their website. Beware! There is a reason....too many customer complaints. I will never buy from them again. Very poorly made furniture. Pottery Barn says their furniture is "expertly crafted". There is nothing further from the truth.

Received a table centerpiece online as a gift from my mother for and wanted to exchange it for a more expensive item. Went to the store and they said I would receive an e credit. After several hours I did not receive any refund. I phoned customer service, she said it would be expedited to come and I should see it in 30 minutes. She also offered me a "free shipping" so I didn't have to go back to the store.

Waited months for this crap to be delivered. The slip cover type furniture, a couch in this instance, did not come with fabric care instructions or care tags, we called the store and they told us how to care for the fabric, we also checked their website. We followed the directions to a tee including what soap to use. Slip cover was difficult to put back on after washing and it never visited the dryer. We blew out the two back corners trying to put it back on damp as we were instructed. We also noticed that they have since modified the design by installing zippers and Velcro closures on these covers. Many phone calls and store visits have yielded no resolution. Still fighting. Say what you want about Jordan’s. They at least stand behind their product. Stay away from this company.

Had this effort covered more of the shipping and been done proactively with accurate shipping updates and compensation from the beginning, I would give a much better score. As it is, I appreciate some response. However, continue to be full of spin against the customer and mildly dishonest - “2 week delay” when the delay was a day away from a full 3 weeks and shipping overall took a month; “I know nothing can truly make up for the inconvenience” when PB never genuinely attempted to make up for the inconvenience by covering what I actually requested - refunded shipping costs; etc. It’s just disappointing with what I thought was a reputable company. I’ve had such better experience with other large corporations - like Costco and REI.

Pottery Barn sent a new stool. It went together perfectly with no damaged pieces. I held onto the old one until I received the new one. The damaged one goes back tomorrow and hopefully won’t be returning. Thanks.

We used the leaf part of the table after owning the table for the last two years and when we removed it after use the first time, both pieces of attaching hardware broke off. When asking for help from PB, they said they don’t have hardware for purchase and go to the hardware store. Poor customer service for a $2k table. People expect better quality than hardware that breaks in its first use.

After (4) different demands that Pottery Barn cancel my order & refund my money, Pottery Barn relented, and “made it right”. Feels like it should not require such extremes to get the matter resolved.

I ordered ornaments online and received the wrong personalization. I was directed to reorder it again and it was delivered again incorrect. Customer service was awful. No refund, no replacement. Worst service. In total I spent over 3 hours on the phone with them over 2 weeks and nothing was resolved when it was their mistake. I will not be giving them any more business.

Received the refund yesterday. Thank you for being the only person in a long line that took the time to resolve the problem. I am so grateful.

Ordered the Wine Bar Cabinet on Aug 8th 2023, the item was charged to my credit card on Oct 11, 2023 and as of today, Nov. 27th 2023 I have not received the item. I have called over 5 times talking to customer service with no help. I now have it scheduled for delivery Dec 15th over two months after paying for the item. NO one has called me I have had to contact the delivery service after finding out the item has been in the warehouse since middle of October. I will not be ordering from Pottery Barn again. The only reason I am waiting on this item is due to matching items I received earlier. Never in the last twenty years have I has such a bad experience from a company like this.

Ordered an outdoor table and matching chairs; the table was delivered broken. Customer service encouraged us to hold onto the item until a replacement would be delivered in ~3 weeks. Nine months later I am still waiting for the table to be replaced. No anticipated replacement delivery timeframe could be given so I asked to have the items (table and matching chairs bc the chairs are no use without the table) picked up and returned; despite it being a set they would not return the chairs and they would not credit the expensive delivery fee. This is unacceptable customer service, and no customer should be taken advantage of the way Pottery Barn is more than happy to do.

Pottery Barn Company is no longer a high quality customer service organization. Furniture delivered months late. The furniture is not holding up. I was told no warranties. The points I was to receive for paying off within a month never arrived. Don’t even get me started on customer service /lack thereof. I’ve spent countless hours trying to get issues resolved. To include points today to no avail. The representatives are rude or put you on hold. Today was the last straw. I’m chalking it up to not receiving what was promised and will never purchase from this overpriced company again. Save yourself time and money. Avoid pottery barn.

I purchased a dresser from Pottery Barn in Palm Beach Florida. The furniture is in plain language, junk. I spoke to the manager of the store and to my surprise, she totally agreed. I want to buy American made items but this makes it difficult. I should have never ordered it online.

My wife and I purchased the power reclining glider from Pottery Barn earlier this year. I’ve been really disappointed in it. We had to wait months for the order, which was almost fifteen hundred dollars. We’ve had it for a few months now and it squeaks and makes lots of noise. I wouldn’t call this a glider at all because it is LOUD. Rocking the baby in this is near impossible as they get startled and wake up. Stay away and get a cheaper option at Wayfair. It looks nice in their store, but it’s like rocking your baby next to a freight train.

We ordered the set of 3 sculpted reindeer from Pottery Barn at the beginning of October. The delivery date given to use was the beginning of November. Once November came, the estimated delivery date jumped ALLL the way to April of 2024. Does Pottery Barn not have a better inventory management system in place? Other companies like Amazon or Walmart have far better systems. Pottery Barn should not be selling things THAT backordered. You either have the item in stock or you don't. Don't sell seasonal products to customers and take their money and expect the customer to be happy with a 6 month delay of the product past Easter.

Wanted to order a bean bag for my granddaughter. Found the bean bag she liked and proceeded to order. When I went to check out I was charged $15 for shipping and $20 + dollars for processing fees. I called customer service to ask if they could ship the item to the store, so I could save on the shipping charges. I was told NO. I asked if they would waive the shipping charges because of Black Friday. Again NO. Needless to say, I didn't not order the beanbag from Pottery Barn. They are way overpriced to begin with, and to charge processing fees and shipping fees is ridiculous. NO Christmas spirit from Pottery Barn. I hate to tell you where they can put their fees. Bah humbug!!!!

I bought an expensive bed frame about 2.5 years ago. The website says it is contract grade and makes all kinds of claims about its quality and durability. My husband recently sat on the bed and due to a manufacturing defect where the wood was not glued together as it should have been, the frame broke, splintering the wood. Customer service told me that not only will they not give me any kind of refund, but I have to pay to get it repaired. There is no reason why a supposedly high-quality bed frame should have broken within 2.5 years. I have an IKEA bed frame that I’ve had for over 20 years and that has held up better. I will not be purchasing any more furniture from Pottery Barn again.

Purchasing one coffee table caused endless frustration..!! We purchased a coffee table at Pottery Barn. It naturally developed cracks. We reported this issue to Pottery Barn to get our coffee table fixed or get a replacement. It takes a few weeks to get response from Pottery Barn. Also, I needed to talk with a few different agents via live chat and a few emails to get their response. Pottery Barn said they can’t fix it or replace it. Instead, I needed to return the cracked coffee table to get a refund with eGift card. The entire process takes about a month.

I should start by saying that I do believe Pottery Barn makes decent products that are relatively well made and designed. That said, their Customer Service is abysmal. Here’s my sad saga: I purchased a large sitting chair and after it was delivered, I opened the box to discover it was missing its legs. I was then given the runaround between their Customer Service representatives and the warehouse employees, neither of whom wanted to assume responsibility and actually do something about the missing legs.

We ordered 4 Aaron dining chairs on Sept 24. Paid in full. Expected delivery was Oct 28-Nov 1. After shifting the expected time six times, I called to inquire about the delay on Nov 20. I was told one of the chairs was ready but the other three were not. “It would take a few more days”. Today, Nov 21, the system automatically updated to “delivered” when there are no chairs in our house. Upon calling, I was told “the system is showing them as delivered but they are actually waiting on the dock”. I was refused a refund and told to “have patience”. Ultimately, after 55 minutes of being on hold, the issue was resolved and now I am awaiting a merchandise credit in 3-8 business days (which I fear to use because furniture shipping at PB is a terrible experience). I was offered compensation or anything for holding our funds for three months straight without delivering the pieces.

I ordered 4 Cline counter stools recently and had them delivered with white glove service. I realized I needed another but didn’t want to pay the $199 white glove shipping and opted for the nearest store, which was 1 hour and 15 minutes away. Upon arrival, the employees were extremely rude. They said that they’d get to me at some point. I said that’s fine and shopped around the store. It took over 45 minutes to get someone to bring the stool and I pointed out it was the wrong stool. After a bit of back and forth they went to look for the new correct stool. It took a considerable amount of time.

Thanks, Julie C., for rectifying this situation. I am appreciative of your help!

I purchased a set of sheets at the recommendation of my mother, who shops at Pottery Barn frequently. They arrived quickly & I was initially impressed by the quality, but after further inspection, I noticed one of the corner seams was not fully sewn closed, leaving a finger sized hole, which is sure to grow with time. It appears the fabric wasn't laying flat on that seam in that one spot, causing the thread to not fully go through the seam.

I purchased for my toddler boys. I have always trusted the quality of Pottery Barn products and have been a loyal customer. I'm completely dissatisfied with the silicone bento box as I realized that all their food packed was tasting soapy. I kept thinking it was me, however they would always bring back their lunch untouched. When my husband randomly tried their food, he was so upset that we didn't realize early enough what we were giving our boys. I have tried to google on how to remove the soapy taste and have used vinegar and baking soda and nothing works. Although, under their product detail it states that it's dishwasher safe and it's a big LIE!! It's absorbs the soap and that taste never leaves. I'm surprised at how their customer service offered no resolution and decided to blame me for not rinsing their lunch box properly. I'd not recommend buying anything from Pottery Barn as their customer service is horrible and their product unreliable.

I ordered bedroom furniture on September 28 with an estimated delivery of October 20 to November 3. The earliest the furniture could be delivered after multiple phone calls became November 17 (already 2 weeks late). On November 16, 2023, I received an e-mail notification asking for me to schedule delivery, which I had already completed so I was confused. After a phone call, the company had scheduled a delivery for an incomplete order and could no longer have the unit delivered before Thanksgiving where I needed it to host family. This is the second time that Pottery Barn has resulted in a poor customer in shipping a complete product on-time.

Thanks for resolving.

I bought a king bedspread with shams. There were squares that had not been stitched. The new one was to arrive around the 6th of November. I noticed that my same bedspread had gone on sale. A savings of over $100. I asked if I could get the sale price since my new one had not arrived. Of course they would not work with me. Waiting still for my bedspread to arrive so I can return it and get a full refund. Pretty sad customer service.

I bought a 330 dollar set of sheets. Had them delivered, washed them, put them on the bed after ironing the hems as they were rolled up to the middle of the sheets. Happened again and again… Called today about them to get a resolution to the deceitful sale and was told.. "Too bad for you. It’s too far past our return policy." I will not purchase anything from Williams Sonoma, Pottery Barn, nor West Elm as they sell Chinese garbage and will not stand behind it… That is why I label this review as deceitful… they want top dollar and provide WalMart Quality… BEWARE.

I have never had such a horrible experience getting some furniture. Not only did they not come with all the parts, they have been here 3 times since, each time with same incorrect part!! You can’t talk to anyone at the depot directly to explain. I will say my sales team in the store has been very helpful. I am moving in to my house tomorrow and I have no bed. The issue at the depot is that no one seems to know what the right thing to do is to resolve this. I am a B2B member and I’m glad I tested this first before I had my clients go through this. Each delivery team that came didn’t seem to know if they had the right pieces. Even the manager at the depot sent the wrong parts. I love the furniture but probably won’t buy again because of this.

I am thankful for Pottery Barn resolving my issue. Julie was very kind and professional.

Ordered 2 pillow covers & upon delivery Nov. 11th the small box arrived open w/ empty packaging inside. No theft occurred per our ring cam as it arrived this way & was retrieved from the front porch within minutes of delivery. Contacted PB customer service immediately & was told I would need to file a claim with UPS although it wasn’t clear whether the empty packaging was the fault of the warehouse. At this point, I don’t care whose fault it is. Legally, I paid PB for items and they did not physically make it to me. PB has a contract with the carriers, not me.

I purchased the Reed platform bed and in September of 2022 it was delivered. Upon cleaning under my bed last month I noticed a vertical crack forming next to where the hardware attaches the headboard to the side rail. I called since there is no way I could have caused this and it could have been there for the past few months for all I know since it is not easily seen. I am one month out of warranty and they have refused to offer any sort of help. I was told I could purchase a new headboard for 700 dollars which was half the price of the bed. I have purchased many pieces over the years and had an item. In my cart as we speak but will do business elsewhere going forward. I was under the impression that Pottery Barn was high quality but I have mistaken. Going forward I will chose a different company.

I ordered the livingston white cabinet. I paid original price, no coupons. And they delivered me a white cabinet with the doors unfinished look. They knew it is too heavy for me to bring it back to store for return. It is terrible. I am so afraid to order online with PB. I wish I can attach a picture with the review.

I have issues with EVERY online order with Pottery Barn. My most recent issue is waiting on a chair that was supposed to be replaced because it broke. Every time I call, the customer service assures me there will be no more issues, but there is. They continuously tell me that they are fixing the problem that is on their end, but they are never resolved. I will NEVER do business with Pottery Barn and I will be sure to tell everyone I know about the service I am receiving.

Updated on 11/14/2023: I spent over $14,000 furnishing my home including dining room and 6 chairs in 2022. Recently, in November 2023, my 140 pound sister in law was peacefully sitting on one of the chairs when there was a huge crashing sound that dropped her to the ground like a stone. The 2 front legs of the WESTAN DINING CHAIR had FAILED. I am so grateful she was not harmed. Of course, I won't be letting anyone else in my family; most of whom are heavier than her, sit in these chairs.

Ordered an outdoor sectional on 8/26/23. It was "ready to ship" and expected by 9/7/23. Once 9/15 or so came I started calling and that's where the problems started. They kept saying it would ship the next week and then that date would pass and I'd have to call again. Different story every time. Finally escalated it to a supervisor and thought I was finally getting help but she did nothing and didn't answer my emails. Also wrote an email to corporate with no response. Furniture came 2 months later and the set was so dirty it looks used. I called in and they offered me $350 for my trouble on a $6K purchase. Customer service really turned me off from them. I might as well have ordered from Walmart. In fact when I had a billing question Capital One conferenced someone in that was so rude that she apologized to me and made sure I knew they worked for Pottery Barn and not Capital One.

I have been trying to purchase new insert to the couch I bought 4 years ago. This is the second time to replace the couch insert as they have lost all support and shape due to the extremely lack in quality. I have received the SKUs to replace these inserts, 6 total. I spoke to a customer service rep 11/2/2023 for 45 minutes with ZERO resolution.

We ordered an Auburn double bed in July 19, 2023. It was back ordered and so the delivery was not until Oct 19, 2023. It came without zero hardware packed in the sealed box so the delivery company had to take it back since they could not put it together. Pottery Barn said at first this was the delivery company's job to "fix" the bed. The delivery company did not "break" the bed since it had not been packed at the factory with hardware so we had to fight them trying to get us to have the delivery company take the blame. We called customer care and they said they would have to wait to see if the other department could order the hardware.

I spent $6000 on 4 outdoor chaise lounge chairs last summer. I stored the cushions inside. At the end of this summer after only being used for 6 months, the inserts are moldy, and look like they just came out of a dumpster. I was told they can’t get wet. WHAT??? I bought these chairs to be used in my outdoor space. We have a pool. How could they stay dry? I was told every time it rains, they need to be covered. The most ridiculous thing I have ever heard for outdoor furniture. So I am stuck with wicker chairs and no cushions. They are completely unusable without a cushion. I have other items in the collection that were outside same amount of time and those cushions are fine. Don’t ever buy anything from PB. You will regret it. They are horrible!

I bought a king coverlet and shams off the website, the color wasn’t quite right so I returned them. A few weeks later I noticed they only refunded the shams. After multiple phone calls I still haven’t been able to get the rest of the refund. They received the returned items but they can’t seem to get the balance due (about $400) to me. The problem is, the phone answering customer service people can only put in a request and that’s as far as it goes. Every phone call ends the same way “if you don’t see that refund in a few days call us back”. They won’t let you talk to anyone else, there is no email option, nothing. So, I sent everything back early September, now it’s November, I’m pretty disgusted with the whole experience.

I had ordered a coffee table and a book case. Both pieces are supposed to be delivered together. I keep receiving emails that the coffee table is back ordered (we're now looking at delivery at the very minimum 3 months after order). I contacted customer service to see if I could get the book case delivered now since I already was charged the $1500 and why wait for an undetermined amount of time. I was told they could put the request in but it isn't guaranteed and they won't be able to email me to tell me whether the request will be granted. They also don't know how long it would take to get the bookcase because it hasn't shipped yet and it's not scheduled to yet.

I purchased this medicine cabinet a few yrs ago. It looked fine when it arrived but little by little the mirror seems to be disappearing near where the pieces of mirror meet. This wasn’t a cheap med cabinet. You don’t expect it to be made so cheaply. I called customer service but was told there was nothing they could do and they only deal w issues that occur in the first 30 days. If that is how Pottery Barn stands by their products this will be the last item I buy from them or their associated stores.

I bought the Bullock Cart Wheel Coffee Table from Pottery Barn. Immediately I heard noises inside the table, but then it stopped. Here we are six years later and the boring beetles are coming out of the table. At first I notices a large pile of sawdust on top of the table and the noises inside were growing louder. I made two calls -- one to the exterminator who said this is a problem with imported furniture and that the wood wasn't heat treated. He said the beetles had been in the wood before it was even milled. Bottom line, there wasn't anything to be done about it. He did say that the beetles couldn't live in my climate and would die as soon as they came out -- so nothing else would be infested or harmed.

I ordered eight dining chairs on August 7, 2023. The chairs were to be delivered within six weeks. No communication from PB. Date continued to be pushed out on website. Have contacted them four times and still no progress. Tried to offer me a refund but without taxes, delivery and handling fees! State that one of the chairs was delivered to the holding warehouse. Refuse to escalate to a supervisor. I have sent an email to the CEO. My credit card was charged immediately. The second person I spoke with said it should have been refunded when the order was reprocessed because there was never any inventory. Another person told me that inventory was received the same day of my call and I should be receiving an email within 48 hours to schedule delivery. It’s a sham. No inventory. But they have been holding my money since August 7th.

I purchased a console table that came badly damaged - I have tried and talked to 4 people to get someone to contact me to schedule a return pick up and refund my money - after 4 attempts and 2 hours of my time, no one has yet to contact me - they do not care. They have my money and no one will contact the service to ensure something is scheduled. This is the 3rd piece of furniture I have ordered with similar issues - I should have learned my lesson. Better Customer service and quality from Wayfair and Amazon and when you shop at high end stores like C&B and RH, they take care of you right away.

Just an awful experience. We placed an order at the Pottery Barn in South Park Mall, Charlotte, NC months ago for 2 identical chairs. After waiting weeks we finally got contacted to schedule delivery. Lo and behold it was only 1 chair. Apparently they had canceled our order and replaced it but only ordered 1 chair not 2. Now we have family coming for Thanksgiving and were assured the other chair would arrive before then.

I recently had a frustrating experience with Pottery Barn that has left me deeply dissatisfied with their customer service and overall experience. I had high hopes for this purchase, as I had heard great things about the quality of their furniture. However, the numerous issues I encountered throughout the buying process have led me to the conclusion that I will not be returning to Pottery Barn in the future. I placed an order for furniture for my son on September 21st, and initially, the buying process was quite pleasant. I was informed that the delivery would occur in a staggered manner, starting in the first week of October. However, it quickly became apparent that the delivery process would be far from smooth.

I hate to give a bad review; however, I think it's important for people to be aware of the issue I have with Pottery Barn. We bought a nice bed frame back in 2019 and had it delivered and set up by Pottery Barn. I am now in the process of moving and needed to take the bed apart to move it. The Pottery Barn installers put the screws in so tight with their drills that 19 of the screw heads broke off. I contacted PB hoping they would offer some assistance, but they refused because of how long it's been since purchase.

Called customer service after having issues placing an online order for quilt and shams that were among their clearance items with an additional 15% off for the weekend. After 1 hour on phone was told color I wanted not included. What!?! Offwhite doesn't qualify? You couldn't tell me that in 5 minutes? Where is it stated on website just specific colors? This is false advertising!

I am writing to express my profound disappointment and frustration regarding the protracted processing and delivery of my recent purchase. On June 11th, 2023, I placed an order for the Reed Extending Dining Table and Bench. Initially, I was provided with an estimated delivery date at the end of July, only to be left without any updates in the interim. After proactively reaching out to your customer service and enduring extended wait times, I was informed that the bench I ordered was "back-ordered," thereby causing the delay in my delivery. In an attempt to expedite the process, I requested the cancellation of the bench, with the hope of receiving the table sooner. To my chagrin, the revised delivery date was set for the end of August.

I will never order from Pottery Barn again - STAY AWAY! I ordered a duvet cover (said - in stock and ready to ship, but will not be shipped for days - ok) called to change the color immediately after and I cannot do this. Cannot cancel my order OR change the color for something in stock and ready to ship - that will not be shipped for days. This is absurd. The only solution is to place another order - spend another $400 and then return once I get them in 2 months. Asked to speak to a manager and have been on hold for an hour with no one coming to the phone. Unacceptable. I will never walk in this store again and would beware.

We ordered 6 barstools with a guaranteed delivery of 6 weeks. Their furniture is made by 3rd parties, and after the order is placed and money is taken, we receive an email stating that our furniture will now be delivered in close to 18 weeks. In speaking to customer service, the only option we have is to cancel. This is our 3rd experience with something like this happening with PB and their ability to deliver against expectations.

I order the love shack fancy bedding.. It arrives and is terrible quality. Three holes. I ask Pottery barn for a replacement but explain to them I have moved to college and need it sent to a new address. They tell me no problem. Next day they tell me they actually need me to ship back the one I have so fine I do. A week goes by, radio silence from pottery barn. I take it upon myself to call them and they have not sent out the replacement but say they will now. I get an email and it’s going to the wrong address. I call them back and give them the correct one. Long story short I had to call them 5 times about the address and they kept messing it up and canceling the order to my new address. Then they cancel everything and explain they will give me a refund and only offer a small discount for the next order.

I have recently purchased Sorrel black out curtains. Black out means they do not let light in. These are NOT black out. They definitely let light in!!! They are more like strong light filtering. I also purchased Sorrel bedding. The pattern is gorgeous! However, at this price point, you would think the shams would have button closures. They do not. For the pattern to go in the right direction you can see the pillow opening from the side. I’m going to have to add Velcro. Also, the stitching was not very good quality. There were a couple areas where they had caught a different part of the pillow fabric in the stitching which I had to cut loose. I’m keeping them because I think the pattern is beautiful. This is the first time I’ve spent this kind of money on my bedding and curtains. I expected much more from Pottery Barn. I won’t recommend them to friends. No wonder they don’t have reviews on the website! I wish I would have thought to look on here before purchasing.

Updated on 11/03/2023: I have called the offices to be put on hold for 5 minutes and be disconnected afterwards. Very frustrating again and disappointing especially that when as soon as you start asking for compensation which I’m trying to receive nobody responds let alone makes effort to compensate me for the lost time. I have finally received my bed however one headboard frame does not align with the other headboard! The fact this company’s reputation is supposed to be famous for high end products it's ridiculous to experience such poor customer service and damaged product which this company is trying to repair without any consequence. Literally I’m being offered repair service which will damage my bed even more!! To think my bed wasn’t produced well in a first place I don't want to be subjected to 5k holes!

On 10/12/23 I ordered a lamp shade from Pottery Barn. When the box arrived, it didn't look like it had been professionally packed (crooked, twisted taping job with lots of tape...sort of how I would tape a box closed). When I opened the box, I found that the lampshade was dented. Also included in the box was the Return Authorization from a person who had previously purchased the shade. She had of course, returned it for having dents. Her return authorization (which included her name and order number), was dated 9/17/23. So, Pottery Barn had accepted her return, not bothered to open the box, and then sent it to me about a month later. Pottery Barn is refunding my full amount, but I do not plan to order from them again. It is not about the cost of the item as much as the time that goes into dealing with this type of thing. I don't normally review, but I feel the need to get the word out about Pottery Barn's practice of reselling damaged, returned items.

I have never written an unfavorable review until now. Pottery Barn and Williams-Sonoma used to be high quality brands but this greater than $1,000 purchasing experience has convinced me that these companies have radically changed. Three month delay in shipping, product advice given over the phone at the onset was wrong and led to my purchasing compatible hardware, the packages delivered were incomplete, the missing parts don't have order numbers so the store isn't prepared to promise to provide the missing parts that are critical to the product's functioning, and I cannot get refunded on the product advice error when I return the product -- I can only receive store credit. The customer service person is unable to get her boss to call me back (everyone is "working from home"). This company charges premium prices but provides customer care as if it were selling illegal goods. Steer clear. This isn't your mother's Williams Sonoma...

When will I learn that a delivery date means nothing at Pottery Barn? This is the second time I have ordered from them and have been extremely frustrated. First time was a couch that took 11 months, this time it was a picture- a print- that still isn't here 7 months later! Such poor service.

We ordered custom dining room chairs and waited 3.5 months to receive them, which we knew when we ordered. We received 2 chairs that had dirty spots on the upholstery and 1 chair that had some damage to a wooden leg. After 90 minutes with 2 customer service reps and the delivery quality team we were told we could not have one of their “furniture medics” come out to try to clean and repair the items. Only options were to keep the damaged merchandise and get 10% off or return for refund or replacement, which couldn’t be expedited so we would have to wait another 4 months.

I ordered 2 couches, 2 large carpets, dining chairs etc. Couches arrived with damage ie: stains and a built-in chaise that was crooked (not sure if it was the cushion or the base). I sent photos twice, talked to numerous people/depts,/ managers etc. Could not get replacements (which were offered multiple times). Now a third time they are asking for photos again. They seem to keep you hoping you’re going to get replacements but after months they cancel your order or ask you to complete the process all over again. They don’t seem to have anyone to even service the problem. It’s been a nightmare as we have never spent this on furniture in past. We will go back to La-Z-Boy. They stand behind their quality. Stay away from Pottery Barn! If you have the $, my family has had good experience with RH.

I ordered a dining room set (over $5k) on 8/6/2023. I was told it would be delivered by 10/8/2023. I waited and waited. Keep in mind only two chairs were customized. I also went to other furniture stores to get other customized pieces of furniture (including a living room set) that has since been delivered. On 10/10/23 I called Pottery Barn to check on the order. I was told that it had been sitting at their Hub and the girl couldn't explain why nobody had reached out to me for delivery but that she could schedule me. She said the soonest could be 10/12/23. I had her schedule me for 10/12. The girl on the phone told me someone would call me the next day with a 2 hour window for the delivery.

I ordered Multiple furniture pieces from this company. Since then I have spent more than 10 hours on the phone speaking to customer service. My interior designer did the same. They finally gave me a case number. However, no one has contacted me in writing what is happening to my missing furniture or provided any explanation on why those are not getting delivered to me. These are paid in full at least 2 months ago. I am trying to cancel all the future orders I made with this company. They are still not responding those requests as well.

Would give a 0 star but not an option. Ordered an outdoor dining room table with 6 chairs that was a set and I ordered it because it was in stock and supposedly ready to deliver as I wanted it for the end of the summer. To my surprise and unlike Pottery Barn, they did have it in stock and the delivery date was set. When they delivered the patio dining set, they only delivered the table and not the 6 chairs even though this was a set. The hoops that I then had to jump through for 2 plus months to get my chairs that were being held hostage by PB was insane until I threatened to cancel the order and miraculously I was passed on to someone to schedule the chair delivery finally. Chair delivery comes and this time I only get 3 out of 6 chairs. To say I was fuming is an understatement because now the next shipping window to get the remaining 3 chairs is 2 months away when it will be snowing and not patio season.

We purchased the Dream Manual Swivel Glider Recliner. It is incredibly uncomfortable. The back of the chair cushion pushes you forward so you cannot rest your head. It also makes a very loud pop sound when you close the footrest, which has woken our baby multiple times. There is no other way to get out of the chair if you have reclined, so we just can't recline the chair if our baby is sleeping. Lastly, when you recline back, the chair does not want to stay in that position so you have to continue to push yourself back in the recline position in order to stay leaning back. It is literally the most uncomfortable chair for nursing and resting that we have used. Very disappointing for the money spent.

I purchase a leather office chair for over $1,100. I have had the chair now for 1 year and 3 months. The castors on the chair are all coming apart and there are ball bearings all over the floor. Since there are no longer ball bearings in a lot of the wheels, the wheels which do have some still stand straight up, but the castors without the bearings are all leaning inwards. And since the castors are all broken and uneven, the chair leans to the left and doesn't roll really well. I called Pottery Barn and was told since the chair is over 1 year old they no longer stand by their products, and they suggest that I take the chair to a furniture repair place and pay for the repairs myself. Seriously?? I bought a chair for over $1,100 and it only lasted a little over a year and Pottery Barn will do nothing. I will never shop there again.

I am expecting a baby in a couple of months and went to Pottery Barn Kids, in person, to order furniture. I specifically wanted to order items that were available and would be delivered in time for the baby. I selected items, paid for them and was promised an early November delivery date, which was perfect. Two weeks later, we were told that the delivery date has been changed to the end of February. As I obviously cannot change my due date, I now need to order other furniture to be delivered in time. I tried to cancel my order and was first hung up on, then told that it was stuck in Panama (for months?), then told that they would cancel the order. Today I received another message that my order is delayed, so it is neither on time nor cancelled. For anyone who, like me, wants to wait until after the 20 week ultrasound to really get excited and hopeful about having a baby, I would not recommend ordering from Pottery Barn Kids.

Received a $1200 dresser with what looks like diarrhea and vomit stains trying to hold together broken material. It is probably wax/glue yellow brown material. Pottery Barn sends you furniture with big streaky glue stains on it. Can you imagine! How embarrassing for Pottery Barf! That’s their new name.

I purchased a very expensive chair from Pottery Barn. I was contacted by them via email for a free design service, which I provided my information address and other details. They scheduled an appointment for me on a date and time which I noted on my calendar. I got a call from them A few hours later offering a virtual design service I tried to explain to them that I signed up for an in-home, not virtual. A man from Princeton went to great lengths And very rudely explained to me that they were the same. I disagreed and try to explain they were not the same. I have been treated very poorly by pottery barn after I spent a lot of money with them. I won’t consider them for purchases again. I will look elsewhere for a company with a better customer service that appreciates my business

I made a purchase online at Pottery Barn yesterday and when I checked my credit card I noticed I was charged an additional $472.82. I called Customer Service. The representative was very abrupt and kept interrupting me and I said (politely), ”Can I finish my sentence?” She said, ”No!”. I said, “I can’t finish my sentence??” She said rudely, “Go ahead.” Some Customer Service Department! Plus she gave me a bogus answer so I still don’t know for certain if I was charged an additional $472.82. According to my credit card I was. If that charge does not get removed from my credit card I will be following up with the bank, not another rude Pottery Barn Rep. And I won’t be making any other purchases at Pottery Barn.

Bought this item on Sept. 4th. Received the wrong item. Item is currently paid for. Returned wrong items to store. New shipping date Sept. 25th. No Shipping info so call the Customer service number. It has not been shipped. They show we haven't returned wrong item. I explain it was returned to store. He finds it and pushes it through, They want to give me no credit for any of the problems nor can they expedite shipping. They can't tell me if there are any in stock in a warehouse as they have no access to stock except for what it says online.

I ordered a Folsom Storage bed from PB, which was just under $3k, and then paid an additional $300 for white glove shipping. There were no other shipping options. Two days after the bed was delivered, I received an email with a discounted price of $2,379. When I asked for store credit, the customer service agent told me there was no price adjusting allowed and that I was SOL because the bed had already been delivered. If it had not already been delivered they would have been able to give me the sale price by canceling the original sale and re-ordering the bed at the discount. Convenient, right?

I purposely ordered a new furniture set in the summer when I was home. Pottery Barn insists on using this ridiculous white glove service carrier instead of doing what Wayfair does and dropping the box off. So part of my order never arrived. It was sent a month later but once again I had to sit at home waiting for a chair of all things to be delivered. I had to step out and left my husband to be available but he was working out back and the notification on his phone didn’t tell him that the bell was rung nor did the delivery man see a sign saying to walk around to the back yard so he left. I told the carrier company to please leave the chair on our driveway near the door and they refuse to do it so now I’m still waiting on this item. It could be another weekend because I’m not available during the week as I work! I’m insanely busy on weekends. This entire fiasco has ensured that I will NEVER buy from them again. I’m so angry over all of this.

My gosh! Ordered 8/20 for a Hello Kitty backpack. Waited 3 weeks, nothing, my order is back ordered. Then when I call, customer service provides no help. They are a joke, now it is pushed back another 2 weeks! I have been waiting over a month! Ridiculous and very shady practice to take customer money for items they do not even store at their warehouse. Shady... If they go bankrupt, don't be surprised, can't even manage their own supply and they sell on their site.

Ordered the roll arm dining chairs and the slip covers - 1st set tore and had to be replaced but given it had been several years - I bought another (4) since investment was already made in chairs - bought again and the same rips and tears are now there - with only 2 of us in the house and all 4 are now damaged. Called and explained the situation yet again and PB is again doing NOTHING about it. The price of these chairs/covers are not cheap and the quality is horrific. Chair covers should last without ripping for more than a few years!! Done buying from this company for all things!!

I bought a couch and chair with removable cushions covers. The first wash, all the threads unraveled from the hem on all covers. But the worst is that the chair arm broke when my husband leaned on it, and they will not honor their commitment to quality. My 2 year warranty had just expired. I love their designs, but I am not happy with the quality - beware.

I ordered the Aubrey Hall Tree - which is somehow still showing as available in their website - on July 20. I was charged $1,527.32, including a $299 "White Glove" delivery service that day. The estimated delivery was August 9, at the latest. Nearly 2 months after purchase, I still haven't received this item. I've called Pottery Barn at least 4 times now to resolve this, to no avail. Finally, I was able to schedule this for a delivery date of September 7. A couple days beforehand, I get a call saying they're missing hardware, but I'd probably have to wait 1 more week at the most. Here we are, a week has passed. I call, and after getting routed different places, I'm told that the hardware is on backorder. I will NEVER order from Pottery Barn again. I have basically lent this company $1500+ of free money for almost 2 months. This is the most absurd experience I've ever had. NEVER AGAIN.

I have been online shopping since the beginning. I decided to splurge on an overpriced yet beautiful trunk; charged 150 additional for their white glove delivery service. I get a text saying that my trunk is the next delivery, out of the blue it then says cancelled. I called my item is missing and was never on delivery van. Attempt 2, the item arrives with a huge crack. Attempt 3, now they're telling me that my item is delivered and it's on me to prove otherwise. With much work and aggravation, I was finally issued a refund. Even after the refund, I was still getting emails that proof was required. I have received better customer service at Kmart. What a disappointment! I called corporate - no callback. If you care about being treated well, this is not your store.

I purchased the Tencel king size insert and then a king duvet. Both size dimensions state exactly the same thing. Except they are wrong and misleading. The insert is not the same size and it leaves terrible gaps on the side of the duvet. In addition there are no loops for the insert to tie into the duvet. Complete waste of money.

Don't order from them if you expect to have your item in any reasonable amount of time. They will have you pay for the item even if it doesn't ship for 2 months. Will NEVER order from here again.... so many other choices.

In September of 2022 I sent an email to customer service with photos of my defective chair. NO RESPONSE. I then proceeded to followed up with phone calls throughout the year and never got through. After looking at my $1299 chair for a year that is such poor quality I was in luck and got a live person on 9.7.23 which to tell me that they can't do anything. I believe that Pottery Barn has a customer service policy where they do not service the customer after the sale, not standing behind their products. Buyer beware.

Headboard ordered 6/18/23 expected 7/14/23. I have received several emails delaying delivery. My daughter has been in her dorm out of state for a month and no longer needs this item. I've ATTEMPTED TO CANCEL 3 TIMES (8/2, 8/12, & 9/7). Current delivery is scheduled for 10/4/23. Pottery Barn expects me to pay for, receive, and return the headboard. Not the first time this has happened with them and false delivery date promises. Very angry.

I ordered a lunchbox for my child. It came and wasn't what I expected. Tried to return and was told I would pay 14 to return. Asked if there was anything I could do, most offer free return/exchange shipping. First 3 gals I spoke with didn't help me, had a can't do attitude. One hung up on me. Spoke with a guy, Sean and he helped me. Then after I sent it back, spoke with another nice competent guy and he said my gift card would be in my email that day. Still not there. Talked with another lady who lacked empathy but tried to help. She again had a hard time pulling up my order like the other gals. Finally got it pulled up. Still waiting for the egift card. I've spent at least 1.5 hours on this. After I use the gift card, I'll be done with Pottery Barn. Please train your customer service people better.

I've bought numerous items from this company (10+) and every single one has been delivered late/not on the time as advertised. It's clear that they are illegally advertising availability of their products in order to maintain sales. DO NOT BUY from this company. Items will be backordered 6+ months, and they will advertise that it is "in stock", clearly false advertising.

Bought end tables and had to pay a delivery charge to the store! Will not replace defective piece, requires Us to return whole table. Will not ship replacement to us. They wrote sorry you don’t like it.

Updated on 09/09/2023: Follow up review: 1/5 stars. Pottery Barn order #**. Unfortunately, things have gone from very bad to much worse. The cabinet finally arrived, but it was badly damaged and had a very visible manufacturing defect on top. A Pottery Barn representative, named Christian, took our report to file the claim. He requested that we send the photos of the damage and the defect to his email; we did so. He told us we would have a resolution within the day.

Picture in Pottery Barn not same as color and not available as advertised. Late and missing delivery. Don’t use them. I ordered a color in advertising but not the same. New items advertised not available.

Pottery Barn offered me a 15% discount on a new order and would have allowed me to apply the discount towards sale items. They are currently having a Labor Day sale and the chair I wanted is on sale right now. However, we just purchased a new chair from a local company in Lake Tahoe which which will be delivered tomorrow. I appreciate the company's effort to make things right and I very much like their products, but I doubt I will ever order anything which needs to be delivered by the third-party-private company they currently use.

Ordered some items 1/13/2023 estimated delivery was 7/7-7/11/2023, which was fine as I did not need items until 9/2023. Starting in February/March my orders started getting cancelled due to "sold out not available for the foreseeable future". Then in July, when my order should of been arriving, I get an email showing all items back in stock BUT at a much higher price. I still had my original order number & prices. I called customer service to see if my prices could still be honored, seeing that I wasn't expecting them until now anyway. I was told NO, the prices could not be honored, no adjustments at all could be made and talking to anyone else, ie. manager, would get me the same answer. This is really poor customer service. You should really care about a loss of any sale and being a company of your caliber you should be able to honor a price! I will wait to see if get a response from someone who would like to make this right based on this review.

Very POOR QUALITY product. Ordered Delaney nesting coffee tables Oct 1/22, with an expected delivery date of Oct 14/22. Pottery Barn efficiently charged my visa on Oct 13/22 but then changed the expected delivery date several times. Tables finally delivered Dec 1/22 but there were several defects in the marble, including a crack, so PB arranged to have them replaced. Replacement tables were received April 26/23 but the finish was still very poor. Machine sanding swirls were visible across the tables.

I very rarely leave reviews but I wanted to speak up about my ongoing experience. I am expecting a baby soon and ordered a chair for my nursery back in June with the anticipated arrival date of early July. The chair I ordered was one listed as in stock and ready to ship, not a made to order item. This was a big deal for me as I've never spent so much money on a piece of furniture before, and I've been so excited to receive it! So far, the estimated delivery date has been changed twice. I finally received a call from the delivery company a few weeks ago after speaking to a Pottery Barn associate, and they gave me a delivery date of August 25th, which is tomorrow. I was surprised at the time that it would take several more weeks for them to get it to me, but happy that I was finally able to schedule something.

I ordered 2 Balboa chairs (total cost of $ 3,331) with custom fabric which took over 2 months. After multiple emails with the delivery company with excessive repeat emails asking for the products to be confirmed before delivery, only one chair showed up. The second chair was MIA with no explanation. Called customer service and cancelled the order all together. After many loyal years to Williams-Sonoma and Pottery Barn I will close both accounts. I hope the new President of Pottery Barn Monica Bhargava will read this message and make some changes to get the company back on track with a 5 star customer experience.

I ordered a nativity set on 2/17/23 on clearance. I paid and after many chats, was promised it was ordered and would be delivered in August. On 8/17/23, they canceled my order and lied about it no longer being available. It is back on their website, with an added manger, but the same figures. Because of the manger, it has a new SKU number. They told me the little figurines were no longer available, but they are clearly on their site and full price. They had the figures, but because they are selling it now full price, they lied about them not being available. Even after talking to customer service, they could only focus on the new SKU, not the actual and EXACT figures. Obviously, adding a wooden manger, the SKU would be different, but the figures were identical. They could have sent me the figures, but they would not offer any resolution, and I was owed more than an "it's too bad."

I purchased a backpack for my child beginning of August. The website said I will get in end of August. Now, when I track my order it says January 2024. Now I need to buy another backpack for my child and the Pottery Barn won’t refund my money. I will never shop there again.

They take your money and not deliver for months. If you try to cancel, they give you only partial refund. They will charge you 300+ USD for cancelling, saying they moved stuff between their warehouses on your behalf, so that cost is on you. There are so many other companies who are professional and courteous, I recommend staying away from this Poortery Barn.

I ordered a blanket for my unborn granddaughter with monogram. I never received a mock-up to approve but assumed for the price I was paying I would receive a satisfactory product. When the blanket arrived the thread color that was used could not be seen against the background. I called and was told there is nothing they can do since it was monogrammed. I paid extra for the monogram. I am stuck with $100 blanket, and won’t have another in time. They do not back up their product. The brand is Mark and Graham.

Pottery Barn is a scam. I ordered three large furniture orders and was given a date range for the delivery dates at the time of purchase. Within three days received an email with new delivery dates at least two weeks after the original. However, these dates came and went with no furniture. Two of the orders were received to 1.5 months after the original delivery range. The last order I was given delivery date of June 22-July 6 - it is now Aug 10 and I still do not have the furniture. I just called (again) and was told that it would be another two weeks for the last item to arrive - and then a few more days for the delivery to be scheduled. I would not have bought anything if I knew this was going to be the case as we were on a time crunch to have the house finished. I am positive that Pottery Barn is aware of the long lead times, but misleads the customers by giving incorrect delivery dates. I will never order anything from Pottery Barn again.

Horrible company, horrible customer service. Cancelled an order I placed AFTER confirming the order. This was a gift for my best friend’s baby shower. They provided no notification or reason for the cancellation and as a result, her gift was late. Refused to help with expedited shipping or anything whatsoever when I placed the order a second time. Horrible customer service. They could care less about their customers, only care about $$$. Do not shop here. Better companies out there with much better customer service - Crate and Barrel, CB2, West Elm, Anthropologie.

I will not use Pottery Barn again for the following 3 reasons:

I recently purchased the Merrin rug from Pottery Barn for $1800. When it arrived it was curled at the ends which I thought was from transporting rolled up. We paid someone to move furniture and placed the rug under our bed. My husband put a 20-pound weight on the end that refused to lay flat but unfortunately, it didn’t help. It appears that 2 of the 4 corners are not sewn correctly and will not lay flat unless we were to cut the rug! I called customer service twice and after being on hold more than I would have liked, I was told that they could give me a $150 gift card. I have no desire to buy more merchandise from a company that doesn’t back their quality of their products!

Ordered a coffee table in June, I did not get a email to schedule the delivery so I called two weeks in. Got the delivery and the table was defective, so they placed a order for a replacement. I did not get a email about scheduling a delivery again! When I called, they apologized for the lack of communication again and told me it would not be delivered for 2 more weeks because the glass has to come from NJ to Boston to be delivered. Pottery Barn is supposed to be a high quality company, unfortunately they do not care about getting you the product in a timely manner. They also charge a crazy amount for shipping to get this type of service! I was going to order a entryway table also, but after this experience I will never order another piece of furniture from Pottery Barn.

Pottery Barn has great quality and designed furniture. But their customer service is horrible. They keep pushing back the delivery date and there is no option to cancel the item until you call customer service. The customer service waiting time is about 15-20 min. and they are not guaranteed to cancel the order if the item was ordered from their vendor. If you ordered multiple items, all orders can be delayed until all the merchandise is delivered to the center.

Bought a bunk bed and the delivery team damaged it when being assembled. Have been dealing with their terrible customer support for over 9 months now trying to have it corrected. Two different replacement parts were ordered, both were the wrong part. A third part was ordered but never received. The case was escalated to their retail support team, who have also not been responsive. It is impossible to escalate to a Manager, it appears they instruct their agents to not transfer you. Terrible service and post sale support. I am a customer service professional and cannot understand why this company would not invest more in training and the overall customer experience. What a waste. Do not shop there.

The response to my complaint was prompt. Early Monday morning (7/24) I received a response from Ms. J. ** on the Social Media Team. She was very empathetic, and agreed with my position. She told me that any resolution may not happen until the end of the week as she was off for a couple of days and it may have to go thru her.

After a disappointing purchase of a very nice, but flawed teak table, a representative from Pottery Barn started the process of a return for a full refund, and stayed in touch with me through the entire process. I'm impressed with Pottery Barn's quick response and personalized attention to get this situation resolved quickly and easily.

I am literally near tears, this is the second time Pottery Barn didn’t deliver all the pieces of my bed. Each time I had to wait a month, I’m coming up on 90 days still no bed but they took my money within 90 seconds of ordering. This is beyond unprofessional. There is a different person who answers the phone every time, no one knows nothing. No one gives a damn, no one is jumping through hoops to rectify the matter and this is the last time I will EVER purchase from this company. I would have done better giving Target my money.

We ordered an Ava Upholstered Storage Twin Bed from Pottery Barn Kids on July 18th, 2022. The total cost including delivery and tax was USD 2064,19. The delivery was scheduled for Oct 19-Nov 4. (Order no. **) -- The delivery was scheduled for October 15th and then delayed to October 22nd and then delayed to October 29th and it was finally delivered that day. -- However sadly the side of the bed was badly damaged when it came and the delivery personnel apologized and gave us an option to keep the bed and promised that the bed was to be replaced soon. -- We were told that the bed was going to be replaced between December 5th - December 23rd. However we received a delay mail every month and after many phone calls, we learned that the bed would arrive on June 24th, 2023.

Thank you for making the situation right, I wish it could have been resolved upon first reaching out but I appreciate the time taken afterwards to help us!

I want to give this 0 starts but I can’t!.. We ordered 4 counter height stools in March. Went with these ones because they said they’d be ready to ship by April, which is perfect because we were hosting Easter. We didn’t receive any stools however until May 2nd, at which time we only received 2 stools and were told they couldn’t find the other 2 but that they would call us after they search the warehouse. Went radio silent for well over a month. We called them and they said they found both. We then received one stool but they said they had mis-shipped the last stool.

I ordered a chair in November. They have changed my delivery date about 3 times since I placed the order. They were supposed to deliver in February and it is now July. When calling for answers they make it seem like I’m being impatient. What’s upsetting is they have $2,000 of mine for a chair that I don’t even think exists! They won’t give me my money back and I continue to be told that it will come. I highly recommend NOT ordering from this company.

The delivery support is non existent and Pottery Barn does not support the customer. 5 phone calls to talk with agents who are constantly going back and forth between the customer and their supervisor to try to get answers. In 5 phone calls regarding one order, I found that the agents had supportive notes to document each call I made, but the follow through did not match the notes. The supervisors gave unacceptable answers. My full order of a outdoor love seat, chair, ottoman, covers came in pieces except they held the love seat until the chair was available from a 2 month backorder (that was not noted at ordering). I asked for love seat to be sent separately and was denied. They offered a $100 credit for shipping due to delays. I did not receive the credit and the love seat was cancelled by Pottery Barn! Through the 5 phone calls it was stated in the call notes that the order was NOT cancelled and yet the chair came without the love seat.

I cannot even believe I am writing a bad review like this about Pottery Barn but I am so upset. I placed an order in April for the Palisades Rectangular Reclaimed wood coffee table. I saw the table in store, made sure I loved it and I waited weeks before pulling the trigger to purchase it. The table finally arrived two days ago, in a big, enormous box. We opened it and had to put the table together. Immediately I noticed something wasn't right. The table is not real wood. It is more like plastic, composite. You can tap on it, it has a plastic sound to it. And it looks so very fake.

Our terrible experience with Pottery Barn started several months ago when we ordered two large shelves from them. When the order arrived, we received one shelf and one very large outdoor lounge chair cushion. I called them because they shipped us an entirely incorrect item, rather than the second shelf. They said they would ship out the correct shelf to us. We wait weeks and nothing arrives. We call customer service again and they say they won't ship the shelf until we ship back the large outdoor lounge cushion. I told them it is a very large box, and I'm unable to transport it to a shipping facility. The agent was extremely rude and basically told me to figure it out. I was very upset because this was THEIR mistake. They shipped the completely incorrect item to me, they should be rectifying it rather than holding my correct purchase hostage until I correct their mistake.

It will be a total of 9.5 weeks, AT LEAST, until we receive our order....It was only that by calling the store, and speaking with the manager, did I finally get correct information regarding my order, that it was lost. So, we reordered....It has not shipped, it is still sitting there after 3 days....Nothing, nada, no help....We don't know...."We can discuss compensation when your rug arrives"....I doubt that it ever will....We are so sick and tired of this company and its performance. If you can find your products somewhere else, DO IT.

I purchased a duvet cover and shams two weeks ago and was told it would be delivered last week. When it did not arrive, I contacted customer service, who said that there appeared to be duplicate orders, and they canceled one and now my order would be delivered at the end of July. (I asked why would take that long to be delivered, and they had no idea.) I asked to speak with a supervisor and was told that either there wasn’t one available or they would have someone call me back within 72 hours. I never heard back from anyone. And when I keep calling them back, they give me the runaround. Their items are not cheap, but I should not have to wait two months for an item to be delivered. They didn’t even know where the item was coming from.

Very frustrated....Just a heads up to let you know that Pottery Barn does NOT standby their customers..So think twice before buying there. 2 Years ago I purchased 6 Bathroom light fixtures LED lifespan 50,000 hrs. This week one of the Led lights stopped working. Had it checked and the LED strip which can not be changed, because it is integrated was defective. The lights all match so I needed an entirely new light to match the other ones.. Called Customer Service ..Results..1st Cheyenne said she would call me back because she couldn't get the supervisor...Never called back. Two days later I got Patricia who got the supervisor who said they no longer carry the product, which was either a lie or incompetence..It is listed online for ordering to be delivered in 2 weeks.

WOW Pottery Barn! -10 (negative ten) out 10 rating-registered for several items on the website for my bridal shower, My bridal party ordered items on 8/18/22. They had received several emails after that the dishes are on back order and would be sent on countless different dates - about 5 emails or so rescheduling. The latest date was May 10-12 when I didn't receive the items yet again for the 5th time - 9 MOS. LATER-I called customer service who advised me that the order has been canceled - no email was ever sent out in regards to the order being cancelled.

Rug return was supposed to result in refund. Store provided a credit unexpectedly and no refund. 8 calls and months later still no resolution. Absolute disaster of a company, will avoid in the future.

I have never received a furniture order from Pottery Barn without a problem, but now I'm finally done for good. Ordered 4 chairs Oct 1st 2022, & the delivery date was repeatedly delayed. Then I received notices multiple times that the chairs were ready at my local distribution center and I could schedule delivery, but every single time I would then be told right before scheduled delivery that the delivery had to be cancelled because 1 or more chairs were missing.

Updated on 08/16/2023: AS of 8/16/2023, still no resolution after being tossed around and speaking with numerous PB representatives as well as the credit card company.

Recently I purchased from Carlos and Tasha on sale two beautifully distressed large terracota pots for my front portal redo and wished to share my hood choice with others -/ the designers Carlos and Tasha were perfect and hopefully you can see what everything looks in the photos /-

I bought the daily essentials entryway system with whiteboard and a few other pieces at the end of June 2022 for $224. It has been less than 10 months and the whiteboard film that you write on is peeling off across the whole bottom to the point that it's unusable. I reached out to customer service and provided multiple photos, and explained the rest of the system is lovely - I am only looking for a replacement for the whiteboard. James ** replied via email: "We understand that the item was cared for properly but matters such as the item's location at your home can affect the surface of it. We can assist with a credit of $20 towards a similar item at regular price."

I have had a Canyon Roll Arm Couch since 8/2021 - 2 years and upon removing the cushions recently I have noticed a quarter sized hole in the underside of my chaise cover. I had reached out to your customer service department 3 times and no issue was ever resolved on why a very expensive couch would have a hole on a piece of furniture that nobody has ever touched.

I ordered 2 pieces of office furniture on February 5, 2023. At the time of order, it stated on the website that the desk was “ready to ship”. The delivery date has changed a total of 7 times with the newest delivery being June 22, 2023. I have spoken to customer service 3 times each time basically blaming COVID as to why it’s delayed. A year ago I would have agreed, but this is something else. The first time I spoke with them, the CS representative gave me an actual delivery date of April 20, 2023 in which I proceeded to take off work so I could be home to accept delivery. No one ever showed.

Purchased Indio FSC® Eucalyptus Extending Outdoor Dining Table in march of 2022 and noticed that wooden panels/slats are delaminating and curling due to moisture damage. We called customer service and while they were respectful, they would not do anything for us because we didn't bring the table in during the "off season" nor did we cover the furniture. There's only a 12month warranty so there is nothing that they are willing to do. We are also experiencing the same issue with the single chaises and side tables (purchased a couple years ago) so please be aware and do not expect these products to work outdoors. Product looks great but we were needing them to be suitable for OUTDOORS.

I ordered a bedroom set on 4/13/2022. I just received the last piece (the dresser) over a year later. This piece is nonfunctional and the drawers wont open. They can't guarentee me they can send me a functional dresser or that it will get here in a reasonable amount of time. I asked to return the bedroom set and they wont let me as I had one of the pieces since last June. The only reason I didn't have the pieces earlier is due to their shipping. I asked to speak to a manager and they said that there are non that are currently working at 11:15am est. I asked for a call back and they said they couldn't guarentee a call back from a manager.

I have ordered from Pottery Barn many times in the past. I do not know what happened to this company and cannot rely on them any longer. I ordered a vanity on April 4th of this year. The website said it would be delivered at the latest Apr. 27th. It was part of the spring warehouse sale. The status on the email and website did not change. So I called to see what the status was. They scheduled the delivery for mirrors and the vanity for April 27th. The day before the website changed and it stated my vanity would be delayed. This was the day before delivery. I called and they said it would now be by May 18th. I decided to stick with them because I had put all the plumbing in for my new bathroom based on this vanity.

Purchased some towels and they were shedding to the point of fuzz getting into eyes, nose, throat and mouth after each use!! Washed them several times, and still shedding. Tried to return about 10 that were in original packaging and unused and told "final sale" and can't return despite the defect. Damon in customer service said no managers speak with customers and refused to transfer to supervisor. He said they are "empowered to make decisions for the company" and kept repeating the final sale mantra with no regard for the unsafe and unusable product they sold.

My mother purchased a lamp (along with tons of other items) for my daughter’s nursery after her birth. The shade was lopsided when I received it. Put the issue aside because I was dealing with my child’s medical issues. Finally had a chance to notify PB of the issue and they don't care because it’s outside the return window. Pottery Barn “kids” does NOT care about kids. So if your child has medical issues and you order from there, be prepared to put those problems on the back burner, otherwise you’re stuck with a defective product. What HORRIBLE policy for a kid's store.

I ordered a crib which arrived on time. I ordered a dresser which took two months to be delivered. I reported it to BBB where I received assistance to have the delivery issue resolved. The dresser was delivered late at night after 800 pm and after a few days Babyletto dresser drawer not closing correctly. I reported it to Pottery Barn if they could send me a part to fix it myself or another dresser but didn’t hear from them again. Pottery Barn was done. There was no follow up, no communication to resolve the drawer and two months for a delivery of a children dresser was unbelievable. I will never recommend or order from Pottery Barn. Their products are expensive therefore service should be better. I have reported them again to BBB and hopefully this review will help other customers.

I placed an order for new living room furniture in early October 2022 and I was charged the full amount in early January 2023, with a estimated delivery date for early March. Without any explanation that was delayed until later April. When the furniture finally arrived 2 of the 4 pieces were completely the wrong color, the error was immediately called out and replacement order placed for the missing pieces. The original date for the replacements ranged between late May to late June. Within 48hours that was updated to LATE AUGUST 2023 for when it would be available for delivery. Realistically we're looking at September. 11 MONTHS TO HOPEFULLY GET WHAT WE'VE ALREADY PAID FOR!

I’m an Interior Designer in NY and have been purchasing furniture for my clients for over a decade. I ordered a 105.5 inch sectional for my client in October. It is the first purchase for this project and I decorated the entire apartment with the sectional fabric as an inspiration. When the sectional was delivered it was an 87” sofa. I called and they said they would order the correct one. After two months, they came to deliver only to find out it was another 87” sofa. I called them again and they said they that they no longer have that sectional in that fabric and that I would have to order another sectional in that fabric. I picked another sectional and they told me they would order it again and expedite it.

Recent Pottery Barn experience: 0 out of 5. Purchased discounted open-box living room furniture items from PB back in February for our new house as a way to stay within budget. Only 1 out of 3 items was ever delivered, despite being prepaid. In one case, a delivery day was set up, but the item never arrived. Had to call and find out it had been canceled. No explanation for why. That item did get refunded. PB communication has been extraordinarily poor. Information wrong. Items were not able to be located. Was promised callbacks on status and didn't get them. Was also told by one rep. that in the worst-case scenario if the couch could not be located that it would be replaced by a new one at no extra cost... just a long wait time (already been waiting over 2 months).

On April 21, 2023 I purchased a faux plant that ended up looking nothing like the photo as hard as I tried. The outer branches had wire in them but the inner branches were plastic and they were all bent. I called them to return my plant and was issued a Purolator waybill. We only have Purolator drop boxes where I live, no stores. The box would not fit and after 3 emails with PB they would not provide any other means of return. I live in a tower and Purolator is not allowed up and security will not hold then package. I am disabled, I can't drive and have limited mobility and even after telling them this they wouldn't provide an alternate courier service. I decided to remove the box and wrap the plant in a plastic bag and send it through the Purolator drop box. If it arrives damaged it is their responsibility as they were informed. I will never purchase from them again.

Updated on 05/09/2023: Posted experience last week, but it just keeps getting worse. Pottery Barn followed up on my last post, but disappeared, AGAIN. I called for the 17th time (no joke) and got the same people with the same answer. “We haven’t located your stuff yet, need to talk to warehouse.“ 17th time I have gotten the same answer. I don’t know what to do anymore. I have had to call so many times to figure this out on my own and get nothing. Nothing. Stay away from this place at all costs!!! I cannot be more sincere than I am here - I literally have talked to everybody that is allowed to talk to consumers and am exactly where I was three months ago. I don’t know what to do, except ensure that my experience is known. If you think Pottery Barn’s furniture is expensive, you ought to try their service!! One of a kind…

I have always been a fan of Pottery Barn style. However, their quality has gone downhill and I will never buy from them again. After waiting months for a simple set of bath towels, I received them and of course washed them before use. The cloth loops made for hooks (which is why I ordered them) fell off during the very first wash. NEVER was even used. The price point of these towels were NOT cheap and the loftiness of the material was equal to something you would pick up at Walmart or Target. EXTREMELY DISAPPOINTED.

I thought PB had quality products. I bought a table and a couch... The couch pillow is fraying, stains are not washing way as they should be, the table is looking old quickly. I am so disappointed. I will never buy from them again.

Ordered $11000 outdoor sectional in November 2022. Supposedly shipped out to local warehouse in December 2022. It is now April 2023 and we still only have part of our sectional. No one at this company can tell us where the rest of our sectional is. The first part of it was received last week (early April). Very disorganized company. Each time we speak to someone, we get a different answer. They were excellent at collecting payment. There was no issue there. Will NEVER buy anything from this outfit again. We will spend our credit given for opening a credit account with them and only buy in-store to avoid shipping fiasco. Cancelling the credit card and shopping elsewhere. Do not waste your time shopping at this place. Notice the bag in the photo attached. This is the slipcover for the missing piece of our furniture.

I have purchased numerous bedroom, living room, and play room furniture items from Pottery Barn over the last 20 years, and this most recent purchase has me questioning what happened to their customer service. Purchased a single (in stock) nightstand on March 7, 2023 with estimated delivery of March 20 - April 3. On April 1st, I had not received a scheduling call from in-home delivery, so inquired online, and noticed that the estimated delivery date had moved to April 10-28. I contacted customer service and was informed that one piece had been delivered to the local warehouse (Denver), and they were waiting for the second piece, currently sitting in their New Jersey warehouse. I asked if they could expedite shipping the piece so they could meet a date closer to April 3rd. The customer service manager said they would escalate this for expedited shipment.

I placed a furniture order for multiple pieces in November 2022 with expected delivery of all five items by January 1st. Four items were finally delivered in February after I called. The last item's delivery date was pushed out multiple times with no update from Pottery Barn. I had to log into my account to see the new time frame. After multiple calls in March, delivery was finally scheduled for April 10th. Delivery team showed up, but with the wrong item. My new delivery date is April 19-May 9th. Pottery Barn does not communicate delivery delays and does not apologize for their error. I highly recommend looking elsewhere. Crate and Barrel was able to deliver in their expected time frame with no issues.

I purchased a 5k Jake upholstered sectional that took months to arrive. After less than one year I noticed the seams on the cushions and back Cushions were all tearing. I’ve sent pictures, talked to store managers and sent emails to everyone they told me to. They told me that it’s the natural wear and tear of the couch. Basically a 5k sofa didn’t last more than 8 months. My Raymour and Flanigan sofa I’ve had for 4 years (our main sofa) has had kids, dogs, spills and still look as beautiful as the day we bought it. I believe the cushion covers were poorly sewn. There is a tear in the seams of every single cushion. This couch barely gets used. Even worse I have cushion covers on the seat cushions. There is no excuse for the poor quality and poor customer service.

I thought purchasing from Pottery Barn meant quality product and customer service. Purchased furniture on Feb 9 with estimated delivery of Feb 15-27. That changed to Feb 27-Mar 3, then Mar 12-Apr 1, now Apr 4-24. The only email I've ever received is my initial confirmation email. I've had to track down my item via the website and call multiple times to try to find out if my order will ever arrive. The reps are kind but unable to provide any concrete information and will not refund shipping costs (even though I paid over $600 to have it shipped within the original estimated delivery range). I understand things happen and "estimated" delivery means it's possible to change, but one rep even told me that furniture typically takes up to 6 weeks.

Ordered 4 bar chairs ($ 2000) on March 3 2023 with commitment they would be delivered to our local store in Greenville SC estimate March 18. No communication, No updates. When I finally inquired, I find out the delivery will not be until end of April. No explanation, No guarantees it will make April. Very frustrating. Never again.

I ordered a product June 2022. It arrived December 2022. My husband and I took 2 days from work when I was told this item would come. Of course it didn't and finally arrived another day (though the delivery person said they weren't going to come since it was raining, and I insisted they come). It came broken, with a huge crack in the top and a door that fell off while the delivery people brought it in. I requested a return and refund soon after, and no one came. I then disputed the claim with the credit card company and temporarily received a refund.

Pottery Barn use to be a nice store with quality merchandise. Over the years the stores has gone downhill with outrageous prices. I stopped shopping at PB decades ago. In the last 8 months I have been bombarded with emails. I unsubscribe many times, but the emails keep coming. I have blocked PB and here they are again. Today, I received an email from PB telling me to unblock them!!!! What are they trying to accomplish when they harass someone who hates their products, service, etc. Over the last 8 months, I have also called their customer service dept several times and asked to be remove. Always a promise the emails will stop. Well, the emails keep coming. PB has become a desperate and disgusting company.

I placed an order on February 5th for a decorative sculpture that showed in stock and would deliver in a few days. There is nothing custom about this piece and there is no indication it’s a drop ship item not manufactured by Pottery Barn. A few days after placing the order I received an email stating it would not ship for 4 months. I immediately called customer service and was told that the sculpture was a drop ship item and could not be directly cancelled, that they had to leave a note with the manufacturer to cancel. I thought that was odd…I did not contract with a third party and was mislead into thinking I purchased the item from Pottery Barn, but there was nothing I else I could do.

I used to love PB. Their delivery and service were good, but I am warning you that it is not the case anymore. I would recommend DO NOT purchase anything from them, or you will end up like me. I have ordered 2 chairs for my front porch on 12/25/2022. A truck showed up and dropped off 1 chair. I asked where is my other chair, and the truck driver told me someone else will deliver it so I just need to sign his paperwork. SO I did. I only got one chair on 2/12/2023 and now they are showing they delivered 2 chairs on my PB account. Calling customer service for more than 10 times, they said it will be rescheduled. Then a truck came to my house a week later, and then they told me, "Sorry we don't have your chair."

I have shared my concerns with Pottery Barn/West Elm multiple times, but I feel my frustration and issues are not being addressed appropriately. So, I am going to take the time to break down all my issues that have occurred since November 2022. First, I added all my costs that were over a $100 since July 2022 I have spent OVER $30,842.59. That does not include smaller purchases under $100. I left an abusive marriage, and left with nothing, I used West elm and Pottery barn to furnish 75% of my house.

We ordered several pieces for a dining room in early November of 2022. The last possible day of delivery was 2 March of 2023. Pottery Barn did not reach out to explain any delay so I contacted customer service. On 3 occasions I was transferred without any idea I was being transferred to the delivery company who said there was a problem and could not deliver. I called the store from which I ordered the furniture (Annapolis, MD) at. The agent on the phone said they she would have to wait on the phone just like me and was too busy.

I ordered a Pottery Barn Kids dresser. The dresser came defective in which I was not able to open and close the two bottom drawers due to incorrect alignment. Pottery barn kids sent a replacement dresser in which was badly damaged with large cracks in the wood and dents in the front and top of the dresser. After going back and forth again with customer service they sent another dresser out (3rd time delivery) and that one had a large scratch on the top of the dresser. I called pottery barn again and told them I did not want anyone else in my home and I would like to be compensated for the time lost and defective dresser I was left with. Pottery barn offered a 10% discount which is a joke for all the trouble and time my family has been through.

I am a designer. I received my sofa in January 2022 after 6 months of wait. I sat on the sofa and the long seat of my sofa was already sinking. The cushion was not not filled properly. I complained and they were ordering a replacement that never arrived. I was expecting the order, but after a few months and I had to call and ask what was going on. They had to re-order it again and it came just until today March 7 2023. Yes, I know, that's long. I didn't wanted to complain any more, I was already tired of the situation.

Beware, you might get what you paid for but be prepared for a terrible and deceptive experience along the way. After our original delivery was scheduled weeks out, they canceled the day before because the chair wasn't ready. How could they not know this until hours before delivery and despite ordering a chair their website said was in stock? But, I'm an understanding person and we rescheduled for a week and a half later which is how much time they needed - not when it was convenient for us. The day arrived, and a delivery confirmation email and text arrived - before the delivery truck! When the truck arrived, guess what, no chair on it and they drove away! After calls to customer service, they said they'd find our chair, as the delivery guys must have "misplaced it" somewhere.

In late January 2023, we purchased a new ceiling chandelier light from Pottery Barn in UTC California. We had to pay extra for delivery and received the item two weeks later. When we scheduled the installation and opened the packet, we noticed the light is a “Williams Sonoma" product. When we tried to install the product, we found the extension joints so badly tarnished that made it impossible to separate the extension pipes to create the height we needed. We finally had to procure a new tool to undo the joints to create the correct height.

I used the design services out of the Town Center Jacksonville Fl store November of 2022. The designer did an excellent job and I agreed to an outdoor set including carpets, outdoor firepit, pillows, slip covers, and furniture. The order was placed November 16, 2022. It is now March 2, 2023 and I still have not received all of my furniture and have been told so many false statements that I have 5 pages worth of detailed notes of this deception. In the meantime Pottery Barn has been paid in full and I have yet to receive my firepit, and 2 of the couches.

A 6 week wait for a counter height table ended up taking 9 months to deliver and I still do not have it. After missing the 6 week mark it was delayed another 2 months via an email from Pottery Barn. Four months after the order date the table started to ship from their warehouse to my local area and it took no less than a month for that process. The in-home delivery team lost the table top and claimed they had the legs so no delivery occurred after the legs sat at the delivery center for a month.

I worked with an in-store consultant to design a new living room. She ordered all the pieces for me. It took 5 months to deliver (which was expected) but when it arrived, half the couch was white and half was brown (and in a totally different material). When I called customer service, the woman tried to convince me that the colors may vary slightly b/c different bolts of fabric was used. I actually had to get the delivery driver on the phone to vouch for me. The customer service woman was incredibly rude. Long story short is that 3 months later I still had no response. No communication on when the replacement would arrive. I had already donated my old furniture so I was totally screwed, right in the holiday season too.

I ordered a desk chair in September 2021, for which I was charged $545. I received emails updating the delivery date, but then, after 16 months of waiting, they sent an email indicating that they could not fulfill the order and that I would be refunded. One month later, no refund. I called, and the agent apologized and submitted a request for a refund. After another month, still no refund. I called again and told the agent I wanted to speak with a manager. I was on hold for close to an hour and was NEVER allowed to talk with a manager, which is odd and infuriating. I was told that the refund was in process and that I should see it in 3-5 business days. Unacceptable business practices. I will never give Pottery Barn my business ever again.

Unfortunately a bad experience. I found a set online of entertainment pieces that I, along with a girlfriend, wanted to buy for our friend’s new home. It said on the website that they were available at the Preston/Park store. When I arrived I was told the store did not have them. This was disappointing. So I called my friend and she looked up several other sets and we found another one that was in our budget and I asked if the store had these pieces which again it said they were available online. Kristin (sales associate) looked them up and they were not on the floor but she thought they were in the back room. She did find them for me and brought out four pieces. The line was on sale so we went through all of the pricing and she gave me paper so we could write down the prices and the total.

We ordered a bed in October of 2022 with the understanding it would take 6 weeks to arrive. We later found out there would be a 2 week delay to Dec. which was okay. Now, 6 mo's later, we are still left without a bed and no explanation as to why it's taking this long. We received a notification that it would be shipped in Dec, but that never happened. No one called, but we had to call several times to find out where it was. Received notification it would be delivered yesterday (Feb 21, 2023) and was told I needed to be home during a 2 hr window to receive. I left work and spent the entire day at home waiting on it to arrive. It never arrived and no one called to explain where it was. After hours on the phone and being hung up/disconnected 4 times, we finally found out they lost the bed.

I ordered a coffee table on July 15, 2022. According to the website, it was available an in stock. It is 7 months later and no coffee table. The order keeps getting bumped in monthly increments and calls to customers service results in nothing. Just horrible all around.

For a high end furniture store, my expectations of Pottery Barn is very high. My husband and I had a baby registry with the company and purchased a custom, made to order Glider recliner in mid-November. At the time, it had an early March estimated delivery date. Our first child is due early March, but we were still okay with this. I was excited to get an email mid-February saying the item was ready for delivery and I scheduled a date. We got the delivery time window 1 day prior and planned our day accordingly. Despite receiving tracking info during our window and getting a notification that our delivery was up next, out of nowhere, I got a message saying the delivery had been canceled.

I've been watching the sales for over a year on the Cameron Wall System at Pottery Barn Kids. When PBK emailed on Feb 13th saying "Starts Now - President's Day Sale" and the pieces still weren't on sale, I relented and purchased at full price on Feb 14th. Two days later I checked again and they were now on sale for ~$70 off each of the two pieces we purchased. After waiting on hold for 20 minutes on Saturday (2/18), I called back on Monday and connected to an agent.

I do not know how this company stays in business. I ordered a sectional sofa from them in January 2022. They charged my credit card in June and started the process of scheduling delivery. First the pieces were at two different warehouses, then they totally lost one piece of the sectional. I finally received two pieces in November and one piece was damaged.

We purchased the above-captioned desk in April 2022. The fake-wood/plastic desktop was cracked before it ever came out of the box. It could not be replaced as we received the last one available. The item was discontinued. Now I know why. Not only was the top cracked, but the delivery team which assembled it then screwed the base in too tightly. As a result of that and the poor quality of the item, an entire edge has now cracked and will soon separate, making the desk a complex loss. It has not even been a year.