Pottery Barn Reviews

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 She looked in her file and said that the total charge I originally made was just a hold on my card and that it was supposed to be waived once items shipped but in this case they charged my card for items shipped and didn't drop the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

First off, let me say I have never written a review on anything before. However, given my recent experience with Pottery Barn I feel it is necessary to write a review. They charged me for an item I never received, acknowledged it was not received because the item was out of stock, yet never returned my money. I have had to make several phone calls and to this date no one has corrected the issue.

This is the third order I’ve had for furniture from Pottery Barn and the third time something is missing and was ordered wrong for my delivery! I do not understand how a company can screw up delivery after delivery and still be operational. People need to be trained to learn how to fulfill orders, seriously, it’s not that hard! The first delivery they messed up I had to reach out to a regional manager from Jacksonville. I placed that order through the store. The second delivery was my desk set and I was told a connecting top piece of the media center was missing—ok no big deal right? WRONG!!! The unit had no top piece and the piece the customer service representative was referring to was the top to my desk rendering it completely unusable!

My husband and I purchased the Belgian Flax Linen King size Comforter and matching shams from Pottery Barn. We redid our bedroom and decided to pay the extra money for a quality comforter. We finally received it two months after ordering it. We received it on October 4th, 2023. Really liked the comforter at first. The shams were cheaply made and should have sent back, but after waiting two months... After about 6 weeks I noticed the filling in the comforter was starting to poke through the top half of the comforter. At first I tried using a lint brush to take off but it's just gotten worse each day.

After many phone calls with customer service, my chairs (both of them) finally arrived in working order and in good shape. When I called Pottery Barn about why my chairs were still not delivered, one customer service rep indicated that there were over 900 of my exact chairs in stock. I am not sure what caused the excessive delay, especially considering these were "quick ship" furniture items.

Pottery Barn still needs to get their act together with their furniture delivery. You can't charge people thousands of dollars beforehand for items that then take weeks to deliver. I will give Pottery Barn credit that all the customer service reps and delivery scheduling reps went above and beyond to help me. A special thank you to Julie C. who responds to the complaints on this board. Yes, she is a real person - lol! She stayed in touch with me through this whole process and made sure things were moving along. She really went above and beyond to help me. Thank you Julie.

I ordered the king size espresso bed frame, over a year ago, 1900$. The head board had a huge chunk out of it the was filled with some sort of filler the came out 2 months after ordered not a big deal but supper annoyed. The head board bottom piece pulled out the screw holder, now completely useless. That’s a total of about 120$ a month for a bed frame. That I had to order another one from Amazon for 300$ that works great.. I used to love Pottery barn but you can’t get ahold of anyone to get any help. ”Been trying for 3 months.” I used to tell everyone to go to pottery barn.. Now I plead with people not to go there and how much of a waste of time and money you will spend there!!!

**** WATCH OUT WITH ONLINE SHOPPING FROM POTTERY BARN. In an attempt to do online shopping, when you enter you enter your credit card information, at the bottom of the page there is a Bold Font "Place your order" BEFORE you see the detailed of the payment including shipment. Unless you scroll down to see the detail. Because they charge 350$ for 470$ coffee table! Who pays 350$ shipment for 470? They make it hidden to not be transparent to the customer!!! Then you can’t cancel order online or in store ONLY you have to call customer service within 24 hr after you place the order. Other than that you can’t cancel it!

The company responded with a 10% discount and the shipping date was pulled forward so it was only a few days later than promised.

Updated on 12/29/2023: DON'T BE FOOLED by the fact that Pottery Barn appears to have responded to the complaints on this forum. They ask you to send a private message and nothing ever becomes of it. But even if it made a difference, the gesture is too little and too late. They need to change their policy of charging for items immediately upon receiving the order, rather than waiting for the item to be shipped, especially since they do not provide honest or accurate delivery dates for many of their items. NOT EVEN CLOSE.

I placed an order for an in stock item that their website promises delivery in 1 to 5 weeks. No forward action was made with shipping my item for 3 weeks. It was supposed to be delivered 3 weeks after that. Their shipping does not provide the ability to track the progress of the shipment. Now it has been pushed back another 3 weeks without an explanation. Why has something that has already been shipped been delayed for 3 weeks without an explanation?

Updated on 01/09/2024: Don't be fooled by the pretend response from Pottery Barn! "I am so sorry for any problems you have had...." We are still missing our 3 pieces of furniture even though 2 pieces have been ready for delivery for over 2 weeks (September 30 order date with original delivery date of Oct 22-Nov 5). We could have had them delivered tomorrow. I was told on Friday that the delivery had been "authorized for a split delivery". Split delivery because Pottery Barn completely lost the 3rd piece and had to reorder so this piece is in California. We are in Idaho. I have spent hours on the phone with customer service, who still have not even been informed of the correct delivery company and give you the wrong number.

I purchased 2 chairs and and ottoman on 12/13 with the expected delivery date before 12/22 and the items never arrived. I called CS on 12/23 and they stated that the one of the three items was at the distribution center with an expected delivery date 12/26. However on 12/27 the delivery date changed to 1/9 with no explanation. I wasn’t sure if I would ever receive the items so I canceled the order, even though I really wanted the items. I’m looking elsewhere now. Please beware that the delivery dates don’t correlate so don’t stay at home all day waiting.

Went into Pottery Barn in Naples FL before Christmas and a woman associate was very rude and condescending which ruined my whole day of Christmas Shopping. I was looking at a Christmas item to get off a shelf and no one was around to help. I even walked the whole store looking for help. When I attempted to get it down myself she came over screaming at me and scolded me like a child in front of the whole store. I walked out without a word but now I regret not telling her she has no business talking to me that way. Won't shop there again.

I ordered the heritage farmhouse king bed. I had a delivery window of Dec 9th through 23rd. It came today on the 23rd. They didn't have the headboard. They told me the best they could was bring one on the 30th. Now my 70 yr old parents will be sleeping on the floor for the holidays. Merry Christmas Pottery Barn!

Updated on 01/12/2024: If you've read my previous review, it notes that I was left without any living furniture for the past 3 weeks! They were supposed to deliver it just before the holidays and didn't. They had confirmed the delivery time and date the evening prior, so I had my furniture hauled off the morning it was to be delivered to make room. Then they didn't deliver it and did not call to say there had been a change. Fast forward to today when they finally came to deliver as rescheduled. After they brought 2 of the pieces in and put them together, they told me that's it. The problem? It's supposed to be 3 pieces. Seems the warehouse has lost the third piece and can't find it!! At least now I have a chair to sit in and HALF a sectional (with no arm on one side because the other half was lost). Seriously, never using Pottery Barn again.

Pottery Barn Teen is a kids retail store. It’s the holiday season. I ordered a chair from PB teen, per PB supposed to arrive before Christmas, to fulfill my 7 year old son's Christmas request from Santa. Well, 3 days after placing the order I realize I never got a shipment notification. I logged in to see, lo and behold, it’s been cancelled. I did not receive a call, an email, a letter, nothing to notify me of cancellation. In fact, charge is still pending on my cc. So I call and stay on the phone for 50 mins for “customer service” to tell me they don’t know why. I chat with someone who tells me to contact item processing - I do. No idea why it was cancelled. So I ask what now, 3 business days before Christmas, with no gift. No ideas. I can place an order to be delivered AFTER Christmas.

Horrible experience. First, tracking of deliveries is difficult. Multiple separate shipments with no details about what items are shipping and come at random different dates. Purchased a custom bed which had issues. One side had legs, the other didn't so bed was slanted. They did a replacement which I appreciated but then more issues with the replacement. The first bed came with wrong slats somehow and instructions stated needed a box spring so we got one. Then the replacement bed slats were at a different height so didn't need a box spring.

It’s unfortunate that this could not be resolved when I called but I am extremely grateful that it has been corrected! Pottery Barn has great quality products that last for years even through many children! I look forward to shopping again soon.

I ordered personalized stockings for entire family, it’s over 2 weeks since the order is placed. Delivery date was shown as 18th December, I call customer service. They state they have no clue and can’t give any timeline. How does a company like this exist and how do they sustain with such poor customer service. Things ordered for Christmas is special. If they have no capability or ability to deliver they should not be in this business. Really spoiled the entire holiday mood.

I just had the most incredibly rude and disrespectful experience with customer service. The woman told me that it’s not her job to help me but to end the call. She said that they should have never given me the refund in the first place. She yelled at me, spoke over me. Then made it seem like she was getting a supervisor and then hung up the call. This order has been a nightmare, I was requesting a refund, I talked to several people and they were courteous and understood that I just wanted this to be resolved, but this woman’s behavior was completely uncalled for.

BUYER BEWARE! Recommending you think long and hard before purchasing from this company. I had bought from Pottery Barn (PB) in the past and am shocked at how appalling their order/fulfillment process has become. If I had read the many, many reviews on this and other sites regarding this very same inventory/billing fiasco, there is no way I would have ordered.

Once I was able to get in contact with customer service through this review, everything was resolved very quickly and I was provided a refund. She was wonderful! Three stars because I received no help with customer service until I wrote the review and there are definitely some quality control issues.

Thank you so much for taking care of this.

In 2021 I saved up and bought velvet blackout curtains from Pottery Barn. Until recently I’d kept them clean by steaming but when there was a leak and mold issue in the room where they’re located I decided it was time to take them down and wash them per the care instructions on the tags. I was surprised to see that the instructions said “tumble dry low” but thought to myself “Surely Pottery Barn knows that people rely on the dimensions of their curtains staying consistent through being washed and the instructions wouldn’t indicate they can be dried if that would shrink them.” I was wrong. I washed them in cold water/gentle cycle, tumbled dry on low (per the instructions) and when they came out they’d lost 3” of width and 5” of length. Really frustrating, to say the least.

We ordered a sectional couch and matching ottoman in October, with an estimated delivery date of end of November-December 3rd. We received a call to schedule a delivery, at which time I confirmed this was for the couch as we have also ordered other furniture from them for our nursery. (I am 7 1/2 months pregnant). It was confirmed the delivery was for the couch, and date was set up. We got rid of our old couch in preparation, to our surprise it wasn't the couch that was delivered but rather a crib.

I ordered the Faux Leather Carmel Modern Lounger on 11/26. My email stated it was shipped on 11/30. On 12/13 and12/14, after lengthy phone calls, it was discovered that it has just been shipped and is at least "2-4 weeks from delivery" and also it is delayed because they have to "drive across the country". The company shows no accountability or interest in resolving this issue and seems to feel that it is perfectly acceptable to have a customer order a product, but not actually receive it. I have shopped with this company in a variety of their stores, but they clearly do not care about a high quality customer service experience in this instance.

Let me start by saying - during the pandemic when I had another Pottery Barn issue, I was understanding because there were supply chain issues, delays, etc. Let's fast-forward to 2023: We ordered bedroom furniture in May 2023, and it was to be delivered in August. Totally acceptable. In August, the dates kept changing on the tracking site. It was late August, then it was September, then it was October. Whenever we'd call, no one seemed to know when it would be ready, and we couldn't cancel our order. We also asked if they'd give us a discount or discount on the shipping. We were told that they couldn't tell us anything until after the furniture was received, but we'd probably get some discount.

We bought several pieces of furniture, with a promised delivery in October. They postponed delivery date multiple times, without any explanation. The items appear to be ready since November but they won’t deliver or give any explanations. The delivery company they outsource to, Ryder, won’t provide any answers and have a messed up system that shows one of the items we paid for as cancelled (it shows as active and at the delivery center in the Pottery Barn site). Have called multiple times, escalated over chat, no one will help. We love the furniture, but the service is really disappointing, we pay a premium for the quality but cannot get it delivered.

This year I purchased personalized stockings, ornaments and Santa crib sheets from Pottery Barn. While their merchandise is more expensive than many other retailers, I have always been pleased with the quality. Unfortunately, that has not been the case this year:

I placed an order for three furniture items on 11/25 and it was communicated that all items would arrive early to mid December. I also paid for white glove service assembly for these items. The largest of the items arrived at our doorstep, no white glove service as I was lead to believe, so I called and the customer service rep couldn’t believe it but upon further review of the item this was the one item that didn’t offer white glove service. Nowhere was that communicated, in fact it was offered on this particular product, such a waste of money. The remaining two items are now showing a late January delivery. I’m so upset, as I placed these orders under the impression everything would be setup in time for me to host Christmas. This was such a deceptive and costly mistake. I will never order Pottery Barn furniture again.

I went into Pottery Barn to order a gift---a box of 6 dinner plates. They didn't have the item, but said they'd order it. Price was $69. The delivery charge was $16.50! Even for self pick up at the store $16.88. They said, "these are dinner plates, They are heavy. You can't expect us to deliver for free." My first and LAST purchase at this ridiculous company. No wonder they are going out of business. They don't stock the product, then charge you 30% to deliver it, not just to the person's house, but even for me to drive to the store and get it, it's still $16.88.

I ordered two blankets on November 27 to beat the rush of the holiday season. After watching the tracking, not showing any progress, I made eight phone calls only to be disconnected, and reconnected with people that all told me various things, such as I would have to file a claim with UPS. When I actually tried doing that come to find out, I couldn’t file a claim because Pottery Barn had not actually shipped the blankets yet. Long story short since these were gifts, and I truly wanted them for my family members I just finally was able to get a hold of a human that would refund my money and then place a new order only to find out that it took 45 minutes to get the order placed with the same price. Keep in mind I’ve done nothing wrong I didn’t get the items and not like them. I didn’t return the items. I never freaking got the items.

POTTERY BARN SHOULD NOT BE ALLOWED TO SELL. I ordered a couch sept. 25, cc card charged oct. 22, was to be delivered 10/30-11/16. Never came, called, emailed, nothing, then date got changed to 11/22-12/6. Again on 12/5 I called and emailed, nothing, manager never called back as they said they were going to, I requested over and over for a manager to call, NOTHING!!! I was told to wait 72 hrs for an update, Nothing after 6 days and I called again, the amount of calls and then the manager said, it's arriving today???? Really I finally reach a manager and all of a sudden it arrives today??? I recorded the call and I told her I was. THere are TOO many DUPES out there to pay $5K for a couch that never arrives.

I have been in contact with Pottery Barn customer service since October 2023. I’ve tracked the shipment multiple times and it keeps pushing the delivery date out. I’ve had to pay for these or my account or would have been charged a late fee and interest fees. I asked Pottery Barn to cancel my order. CS has told me they cannot cancel the order because it is a third party vendor. Today they told me it’s up to the delivery dept to cancel the order and I will have to wait until December 14th to see if the cancel order was completed. At one point in a November call PB customer service advised I should call the PB credit card company Capital One to see if they would put the charge on hold so I wouldn’t be charged extra fees. Capital One responded “you will have to call PB customer service”. So now PB is using my money that I paid for absolutely no merchandise.

This is the 1st time and last time I order anything from this company! I ordered a Xmas present for my granddaughter and the following day it went on sale. I called customer service only to be told they do not do price adjustments. Not even within 24 hrs! I will NEVER shop there again. Poorly run company, overpriced & terrible customer service!

Pottery Barn why have you changed? I went to you for a major furniture purchase based upon my past good experiences. To begin, the original living room furniture was wrong. The wrong size ottoman was ordered and the replacement took over 6 months. Two charges over $2,000 were charged to my credit card instead of the Pottery Barn card thus losing reward dollars. It was never corrected after repeated calls. Finally, I had a rewards balance on my Pottery Barn card and ordered a door wreath. The first shipment never arrived. I called customer service, a misnomer, and they said they would rush ship a replacement. The replacement never arrived. I called customer service again and they said there were none in their inventory. Then he said there were 12. At that point, I said cancel the order and I will cancel my Pottery Barn credit card. A comedy of errors. There is a bright side. The furniture I ordered was very nice.

My husband and I ordered the Cayman upholstered bed frame in November. The color combination was supposedly "quick ship" available to ship between 1-3 weeks (December). I would check my email every now and then to see updates on the order so we could schedule the delivery. This was from my original order confirmation email. All of a sudden the shipment became backordered, and the delivery was extended by a month (January). I was never notified. I checked back again and the shipment was delayed, again, without being notified, by TWO additional months (March). At this point we contacted customer service and they gave my husband non-answers until we asked to speak to a manager. The manager said the online information for quick shipping might be incorrect, and she would get back to us.

Where to start - my wife and I were recently married and after searching for places to register. We decide on the Pottery Barn because we could go into the store and see and touch the products we wanted. The products seem good but do not be deceived! We received several items that were the wrong product or were broken. When I called in they were very helpful on the phone. I thought everything was resolved and we would receive giftcards for those products. I sent the items back that were wrong or broken and waited for months. MONTHS. I called them 2 or 3 times within that period of time and they assured me everything was taken care of.

I purchased a tree skirt back on 11/8. The delivery date came and went so I called to check on it. It never shipped so they opened a case to see what happened. I got a shipping notification on Nov. 30th stating my item had shipped. My delivery date has come and gone again without a delivery. I called customer service whom stated they cannot cancel the order even though it has been over a month since their system states it is processing. If you check Usps it still hasn’t shipped. All I want is a refund but no one can seem to do that. I will never use this company again which is sad since I just built a new house and some of my favorite things in it are from here.

I ordered the Pearce sectional after visiting one of the Pottery Barn stores. What was delivered is not the same as what was on the showroom floor. The sectional is extremely uncomfortable and the cushions do not hold their shape even after fluffing and turning them every night. The customer service refused to correct the issue. I feel that I have been scammed. This sectional cost $6k and you would think it would hold up more than a year (it has not been a full year). Shame on you Pottery Barn! Your furniture is crap!!!!

I just received my order, monogrammed Christmas stockings. I’m not happy with the embroidery on one of the stockings. Because one name is longer than the other 2 names I ordered, the font is smaller and looks silly. Nowhere in the item description does it say that after a certain amount of letters, they automatically change the font size. Customer service is not helpful whatsoever and confirms that they change the font size, but gives no indication on the product page after how many letters they size the font down. Obviously when you order multiple of an item, the expectation is that they will all look the same. No one would know that they will choose random font sizes depending on the length of the name. You only realize once you receive the item. They conveniently won’t refund personalized items, even if the font is mismatched and looks horrible.

After having dealt with customer service on several occasions, when purchasing from Pottery Barn and having horrible experience with the mediocre service that these people provide, I decided to go directly to the store in hopes of a better experience. I was told when dealing with the store they fight for you, because they too know how terrible customer services is. Clearly that is not true because I made a purchase for barstools as well as six dining chairs, and as usual the dates promised were changed.

I am a fan of the designs and decorations from Pottery Barn…many fill my home. I was so bummed by the quality, integrity and appearance of the Lit Snowy Crystal Trees (xl, lg and sm). They did not look like their web images (they were wobbly and the very silver crystals falling off revealed branches). And the return process of printing labels without a printer, being issued two labels instead of three, and now having to pack them up to return them for my refund is all very inconvenient. Ugh! And while preparing for the holidays and trying to keep my job.

I purchased a Pottery Barn table in September 2022. The first issue was that the delivery was postponed because they dropped the base for the table the day of delivery creating a delay in delivery of an additional two weeks. The delivery was acceptable. However, within just a few weeks, the table began to chip. It was very careful to use placemats and be gentle not to encourage any further chipping. Customer service told me they had a 30 day policy for any furniture concerns and refused to send anyone out to view or repair my table.

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: