Pottery Barn Reviews

The day before delivery I get a text (finally some communication after call number 3 to them!!) Delivery canceled. Call yet again. "Oh, I'm sorry it seems the chair never actually made it on the truck from the storage warehouse to the delivery center." Ok, so let me get this straight. You sold it to me as in-stock. Told me it had made it to my state and was just waiting to be delivered over and over again AND NOW you tell me it did not even make it out of Jersey??? Now you are scrambling to save face by telling me "We will give you a loaner chair until yours arrives". Yet, your warehouse manager has never heard a thing about a "loaner chair" before even though they are the person that has to sign off on it.

On the original bill of service/delivery email it now says delivered. Delivered?? You never delivered anything other than lies and gaslighting. You send me a new email with a NEW purchase date of Jan 10th. Again all lies. Delivery is now estimated at beginning of February. More lies. Now in the wee hours of the East Coast morning I receive my first email notification of a delivery update that I have gotten in this entire run-around saying my chair will not be delivered until...MAY. No. NO. NO! This is not ok. This company has done nothing but gaslight and feed me lies and empty promises through this entire process. If you are looking to purchase anything from them in the future. Don't. Just don't. At this rate my child, that is due any day now, will have long moved past the "nursing phase" before I ever receive this chair.

The next day, I called Pottery Barn to send someone out to finish assembling the bed. After all, we had spent a couple thousand dollars on this piece along with a few hundred dollars on "white glove" delivery. After sitting on the phone with Pottery Barn for well over an hour, and being connected to countless team members, I scheduled a date a couple weeks later for someone to come fix my bed. Or so I thought...

Leading up to "re-assembly" day, I received a few strange emails from a random personal email address inquiring about my sectional assembly. I wrote it off as spam and forgot about it. However, on the day the delivery team was supposed to come back to re-assemble, I received a call from the team saying they were on their way to come fix my sectional. I clarified it wasn't a sectional, it was my bed, and they informed me they were no longer able to come as they didn't have the correct tools. Great. That meant I got to sit on the phone for another hour explaining, once again, to Pottery Barn what my issue was.

After being passed along to several different team members, one person on their team told me that they could schedule someone to come out and fix my bed tomorrow. I scheduled it with her on the phone. The next day rolled around and I heard nothing from any delivery team about coming to fix my bed. That meant, I got to call Pottery Barn AGAIN and request AGAIN that someone come fix my bed.

At this point, I requested to speak to a manager in which I was informed that it was not possible to speak to a manager. I requested a manager call me back, and I was informed that that was also not possible. I said I was happy to call back (who knows how much time I had spent on the phone with this company at this point...) to speak to a manager and I was told that was not possible. I asked to file a complaint, to which my issue was written off and not taken seriously. At all. All I could do was try again and schedule for someone to come finish the assembly.

On 12/1, the delivery team came back to finally re-assemble my bed. Keep in mind that I had been going back and forth with Pottery Barn and trying to get this issue fixed for 5 weeks. After a few minutes, the delivery team (the SAME team that initially assembled my bed in the first place) said they knew what the issue was - one of the storage drawers on the side was the wrong piece and would need to be replaced. The next day, the delivery company contacted me to confirm what the delivery guy had told me and said they would be contacting me shortly to schedule the assembly of the new part. After the holidays, I was contacted to schedule the delivery of this item, and I scheduled it for 1/13 (11 WEEKS after discovery of the issue).

On 1/13 a different team came out to finish the assembly. When they arrived and took a look at the bed, they said the new drawer that was ordered was incorrect and the issue was actually with the legs. They said they would contact their team to order the new legs and I requested to speak with their supervisor. On this conversation with the contracted delivery company, I requested the unit be replaced altogether. He agreed and he would put in a request for this. We will see if he is able to follow through and replace the unit for me. Otherwise, stay tuned for parts 5, 6, 7, and 8 where each new delivery driver finds a different issue with my $2,000 bed.

The takeaway I have from my experience with Pottery Barn is if you like spending a lot of money on (I'll admit it) pretty items, and don't care if said items are functional, safe, or work as intended, and if you like poor customer service and wasting a great deal of your time talking to said customer care reps AND waiting at home for deliveries.... go ahead and buy from Pottery Barn. In my sharing (and complaining) about this experience with family and friends, I have heard a great deal of people share shockingly similar experiences they had with this company. I wish they had told me earlier, because I could've spent less money at a competitor and saved myself the headache.

On December 21 I received notification that my furniture had arrived to the local facility and was ready to be scheduled for delivery. I immediately followed the link provided and scheduled the delivery for the first available date/time which was January 11, 2023. I received multiple notifications via email and text message confirming my delivery for January 11, 2023 between 7 AM and 9 AM. On January 11 at 10:15 AM when I had still not received my delivery Nor had I heard from anyone about any delays, I called Pottery Barn. I was told initially that they were problems and they needed to reschedule to the next day. I had taken time off from work to be available for the delivery on January 11 and I explained that January 12 would not work for me.

After much frustration, the representative placed me on hold to try to determine if they could deliver later in the day and to try to determine why I had not rehearsed anything regarding the delivery not being on time. The representative apologized and explained that it appears they cannot find my furniture. Given that Pottery Barn has benefited from payment for the product since November 15, 2022 and I made this purchase with the representation by pottery barn that I would have the furniture by Christmas, I was obviously extremely upset by this news. I asked for them to escalate the situation and get back to me immediately. On January 12 at 6 PM when I had not heard anything from Pottery Barn I called again to inquire on the status. The representatives did not seem to care or find any urgency in the situation. The response I received was basically we cannot find the product at the facility so “what do you want us to do?”

At the time of purchasing this product I made the purchase based on the delivery date. Pottery barn has benefited from the proceeds of the sale for months and has yet to show any concern or remorse for not delivering the product to their customer as promised. I cannot get anyone to call me back, nor can I get anyone to show any sense of urgency to investigate the situation and provide a resolution. I have lost wages from taking time off from work to be available for the delivery. I have spent countless hours on the phone trying to get answers as to why I have not received the product that I paid for on November 15 and was provided a delivery date nearly 2 months ago. I have purchased countless products including custom furniture and decor and have never experienced such fraudulent and deceptive practices from any company.

While I absolutely love Pottery Barn‘s product, I am mind blown by the deceptive practices I have experienced with this purchase. I have still not received any answers and this is completely unacceptable. It appears I will need to bring legal action which is extremely unfortunate. Pottery barn, make this right and start implementing stricter regulations with your employees and providers. Your customer service is mediocre at best and your dedicated customers are completely losing faith in your services.

The furniture is sitting in a warehouse in NJ yet they can’t get their act together and deliver it. You are wasting people’s time, their holidays scrambling to get temporary furniture to accommodate, and their money. I will never purchase furniture from PB again. If you can’t take it home with you day of purchase, I recommend you don’t buy at all. Beautiful items but not worth the headache, poor customer service or Price.

Original Review: Jan. 11, 2023

I purchased a file cabinet in December 2021 for $1006. The first time it was delivered. It was damaged and had to go back the next time. It was delivered in July 2022, All looked good. The bottom drawer was a little hard to open, but the wood on the cabinet was so beautiful and it had taken so long to get here that we decided it would loosen over time and be fine. Fast forward six months to January 2023 and last night I noticed there was a big crack in the top of the wood cabinet. Now, we live alone. The cabinet is tucked away where it won’t even come into contact with anyone. There was no vacuum cleaner that crashed into it, and nothing fell on it. My husband and I are in our 60s and have no grandchildren running around who could have inadvertently hurt the piece of furniture.

I called customer service this morning and was told there is no extended warranty and since I bought it in December 2021 the warranty would’ve only been 30 days anyway. He didn’t even addressed the fact that I never received the furniture until this past July. Not only is there no warranty there is no complaint department to send a complaint to. I have purchased many items through Pottery Barn in the past, and was always pleasantly surprised at what quality products they had, but I will never shop there again. I would much rather go to Arhous and purchase a 10 year extended warranty on their items for a little bit of extra money!! So disappointed in this company and now I am stuck with a file cabinet that my husband and I will have to try and repair. Customers Beware.

In the interim I saw the chairs I had ordered and didn't like them so I had to wait on hold to cancel the order. The agent told me that everything else is on backorder and she didn't know when it would arrive. However, she assured me that she cancelled the chairs. Two weeks go by and in email I get a notification that my dining table is ready to be delivered and will be here the following week. We set up an apt and get excited. They arrive, there was no dining table, it was the two chairs that I cancelled. I called PB again asking them to explain, only to be told again the table is in the warehouse and that somewhere the paperwork got messed up. Again, they told me that they will call me back. Didn't hear from them so we called them back. I expressed my frustration and the rep told me she understood, she apologized, but there was nothing she can do about it.

Fast forward 9 weeks, today, and tomorrow my dining table and media console are supposed to be delivered. We get a phone call that only the media console is coming, the table is still in the LA warehouse and will be here sometime next month. I was stunned. I asked the lady to please check again because this is now the fourth time I've been told the dining table is coming and it's not. She said that it's correct and that the dining table won't be here for another 3-4 weeks. I told her that I looked online and online you all are promising delivery in two weeks to the suckers that buy the table. How can that be when I've been waiting since the beginning of August.

If the table didn't match the rest of the room decor I would cancel it and go somewhere else, but it goes with the decor and I can't find another one, so I'm stuck. So if you are reading this and thinking about buying furniture at Pottery Barn, save yourself the trouble and go somewhere else. I can honestly say I will not buy anything from Pottery Barn again given the run around that I have gotten and the unapologetic responses from some of the reps. Really poor customer service.

The next delivery update I got was they would arrive in DECEMBER! So, in September I called multiple times yo get the rug order cancelled. I got a different explanation/response from each customer service person I spoke with. After MANY phone calls and the order STILL not being cancelled, I called to place a hold on Pottery Barn with our credit card company. They got the details wrong and tried to get a refund for the rug pads, not the rugs that I was trying to cancel (not my fault).

After several phone calls and wasting hours of my time to get the order cancelled, I received an email in January asking for payment of the rug pads (which the credit card company credited erroneously). I just hung up with customer service, who did not care one bit whatsoever about the hassles I have gone through. One would think after torturing a customer for hours with the worst customer service EVER, they would offer to eat the $82 rug pad charge for the rugs that NEVER came.

We kept the rug pads from the order thinking we would soon get the corresponding rugs, but that wasn't happening. After the run-around customer service gave us on the rugs, we were in no mood to deal with the awful customer service to return the pads, so we were willing to "eat" the cost of them even though we didn't need them any longer. We will NEVER, EVER, EVER order from Pottery Barn EVER again, after spending many thousands of dollars with them over the past twenty years or so! Do yourself a favor and DO NOT SHOP at Pottery Barn! They should be ashamed of themselves treating customers like this!

I was able to cancel my order due to them promising me a delivery in August and then October. I was only given a partial refund due to only part of the couch being completed even though this order was placed 8 months ago. For whatever reason they can not refund you until the actual piece of furniture is complete from whatever manufacturer they use (as I was told from multiple representatives). So if you want to have a company charge you for a product that you will never receive then this is your store. I should have read these reviews before I walked into this store and made a purchase, it would have saved a lot of my time.

Original review: I ordered a Aubrey bookshelf for my wife and our new house on 3DEC. with white glove delivery service. The intent was for my wonderful wife to receive this by Christmas since she is a voracious reader. I was told in email that the unit should be delivered by 20DEC-3JAN. The dates have come and pass. The sales associate said that would be "more than enough time" to receive the item by Christmas. Here we are 03JAN2023 and I have to call to find out what is going on. I asked for refund in the delivery and I was told "unfortunately" they could not do that.

Stand by your product and delivery. I was given excuses about supply chains and hurricanes. Great job. I work for the government and happen to work with hurricanes. Last one for 2022 was on 7NOV and was downgraded to a tropical storm once it hit the US. I let him know it was foolish to blame hurricanes when the order was placed a month after such events. Try again. I was gaslighted about supply chains and other such baboonery. The fact is your company failed to execute a professional standard and I was not compensated to be convinced to keep using what I perceive to be a sweatshop zoo of a company. Zero communication from the company, zero updates, and I'm tired of hearing. " we're sorry that or I'm sorry to hear" corporate speak for we don't care, give us your money and pound sand.

Still waiting on the item. Trash company, Lazy and clearly do not stand behind their product, timelines or standards of professional competency and accountability. Simply put, by not refunding something as simple as shipping costs, this shows they do not want repeat customers. I've called the company's 1888 number and emailing them at the email address is ineffective. In short as a first time buyer I've been shown PB standards is we DGAF about you, only your money.

On 10/24/2022 I called Pottery Barn who stated that one of the items was in the Distribution Center and that the remaining 2 items would arrive between 11/01 and 11/11. At that point the “Hub” would call me to schedule delivery. I was told they would call me on 11/07/22 at the latest. Nobody called me to schedule delivery.

On 11/08/2022 I called to get an update and was put on hold for 45 minutes. The person I spoke to said they could reach out to the Hub and someone would respond in 7 business days. I called back again and spoke with a Ms. **. She said she would speak to her supervisor and call me with an update. She also provided me her email and said if I did not hear from her to email her and she would respond. I emailed her on 11/09/2022 asking for an update and she never responded.

On 11/09/2022 I called again to get an update. I was told that someone from the Hub would call within 5-7 business days to schedule delivery. They said their notes showed that they now had all 3 items in the Distribution Center. On 11/17/2022 I called again as nobody had called me to schedule delivery. I was told they would try to get an update and respond to me in 3 business days. I said no and that I wanted to speak to a manager. I was told that I could not speak to a manager and the person on the other end stopped speaking entirely despite me asking to be transferred to someone who could assist.

I hung up and called back again and spoke with Nicole. Nicole stated that all 3 pieces were there and that she was transferring me to the Hub to schedule delivery. As the sofa is a sectional, it needs all 3 parts to be functional. I was transferred to the Hub who told me that only 2 pieces were there. I then explained what Nicole had told me. Then the Hub stated that the 3 pieces were actually there and scheduled delivery for 12/06/2022.

On 12/03/2022 I received an email confirming delivery of the 3 pieces on 12/06/2022. The 3 pieces of the couch were going to an island property, so I had scheduled a barge service to take the delivery truck there. On 12/03/2022 I then received a phone call stating that the delivery was cancelled as they were missing 1-2 pieces of the delivery. I first spoke with Enrique and then asked to speak to a manager and was transferred to Monqueta. I spent two hours on the phone with Pottery Barn. Monqueta suggested that at this point we should re-order the one missing item as it has been over 16 months since I placed the order and it was likely lost. She could not provide a time of when that would be delivered but would put a “priority” note on it, but she had no guarantee that would help. The system showed her that the third item may be delivered in February 2023. However, she would have the 2 parts of the sofa delivered on 12/06/2022.

On 12/06/2022 I received an email confirming the 2 parts of the sofa would be delivered that day. At 10.00am I checked the delivery live updates and saw the delivery had been cancelled. I called Pottery Barn again and they said that the items never made it onto the delivery truck, they were unsure why. I asked to be transferred to a manager. The manager apologized and said we could try to reschedule. She gave me a case number and said someone would call me to discuss the issue as it had been so long since I placed the order and there had been significant issues with it. Nobody has called me and I still have not received any part of the order.

I had also separately ordered two medicine cabinets. Once installed, it became apparent that one of them was faulty and the door/mirror was not sitting level. I also called Pottery Barn about this and they said that as the fault had been brought to their notice within a year that they would send a replacement and I could return the faulty one. I agreed to this and a confirmation email was sent with a delivery date 3 days later. The delivery date came and went and when I checked on the order again it said it was cancelled. I called and they said that because it had been too long between my order and notifying them of the fault (even though it was within a year) that they cancelled my order.

Having wasted approximately 16 hours on the phone in total with Pottery Barn with no solutions and still not having a sofa in my new house, I finally decided to dispute the charge with my credit card company and am waiting to see if Pottery Barn will contest it. I will never purchase another thing from them and would highly recommend you avoid purchasing from them at all costs.

Called store who then gave me a different story, that the product was actually stateside, which it turned out to be. Product was then delivered damaged. Called customer care again to report and was told to take a picture of damage. Told them I was unable due to me being an individual and the damage was on the underside of the sofa and that I couldn't lift the sofa and take a picture to satisfy their request. They then told me that they couldn't do anything. This is after spending more than $7000 with this company.

2 hours into the delivery window I decided I’d better call PB. Dead end. Was on hold 71 minutes (I have screenshots of all this) got in my car to drive to work still on hold in the car. 90 minutes and nobody at Customer Service answered. Over in the afternoon someone at PB picked up! Told me the warehouse was overfilled and 'a mess' and they couldn’t find the rug. So everyone knew it wasn’t coming but me, the owner! So they knew it was a mockery for me to be moving furniture and looking for a delivery truck after sending me TWO EMAILS AND TWO TEXTS TELLING ME TO PREPARE for delivery. That’s cold.

Customer service person Alexus said my rug would be delivered Saturday December 24. (Ahem) Couldn’t see her face. Had to be smiling. A truck driver is gonna wake up Christmas Eve at a warehouse and drive all day…. Yesterday I actually got an Important REMINDER: YOUR RUG IS COMING TODAY email from PB. (Have screenshots) You guessed it. Another cruel joke. How do I get a refund? I cannot even talk to anyone but a script-reading-work-from-home-phone-bank. I currently OWN THE RUG YOU CAN'T FIND. What a nightmare. They should be ashamed of treating anyone like this!

May 2022, one month later, I called PB for an update. They told me they had no order for a replacement sofa. Apparently since our order was placed through B2B the ball was dropped and no order was placed. PB went on to put in a replacement order. Estimated delivery was another 6 months. When I asked if they could expedite the order they told me they could not. When I asked them if I would be put behind others who recently placed an order for a sofa they told me YES! I couldn't believe it. A person who placed an order the day before mine would receive their order before me, although I had been waiting for 7 months.

November 2022 our replaced sofa was set to be delivered. The day before it was to be delivered I received a text saying it was canceled due to an "inventory discrepancy." When I called to get more information I was told it likely was at their warehouse in GA but they schedule deliveries before they actually see the items. They would put out a dock search and would likely find it. One week later, I called in for an update after receiving NO updates from PB. I was told they had not found it and that a replacement order would be placed AGAIN!!!! Ten days later, I received an email telling me our 2nd replacement sofa was ready to be delivered. I called in and questioned the accuracy of the email because it took 6 months for them to make the previous sofas. I was assured it was in fact our sofa and they were ready to deliver it.

December 2022 a third attempt at delivering our sofa. On the day of delivery I was contacted by the driver telling me he was an hour out. When I told him we were looking forward to receiving our sofa he was puzzled. He claimed he did not have a sofa on his truck and only had a box for us. I gave him permission to open the box and he soon began laughing. He said all he had was a box with sofa legs in it. Currently: we are still waiting on our sofa after 14 months. The scheduled delivery Date has been pushed back till May 2023, if our sofa arrives then or at all.

Through this whole process I have made countless calls. The employees who handle my calls are always very nice, however, they tell me they have no ability to expedite an order or pass me along to a person who has greater authority. They apologize and say they have done all that is at their disposal. Typically I get passed around from PB, to B2B, to the warehouse in GA, and sometimes Sutter Street. I have spent many hours on hold and have taken days off work to receive failed attempts at delivery. PB has told me they will give us a discount when the couch arrives but they have no idea how much.

At this point we should be receiving an apology, a free couch, and much more. While it is sad to have a couch lost, it happens. What I cannot understand is the inability to expedite a couch, a second lost couch, no effort from a superior to examine the situation and make it right, and scheduled deliveries to deliver a couch they are not in possession of. Thank you if you took the time to read this. However, I would be more thankful if someone actually cared enough to do something about it as if this was their own problem. PB website touts their Customer Care which in this instance has been worse than any I have ever encountered.

Bed ordered in March 2022, with July delivery. July date came and went, with no indication of delivery date. I had to call multiple times and was routed to multiple people before they discovered the headboard was short-shipped (never arrived at the delivery warehouse with other components), so had to be re-ordered. Headboard piece re-ordered and given new delivery date of October. October delivery date was unsuccessful as delivery team discovered one side of the platform drawers were broken. Had to be re-ordered. Given new delivery date of Nov-Dec. Re-ordered piece came end of November and I scheduled for delivery Upon delivery, there were cosmetic damage (chips/dents to the wood) but nothing major enough to turn it away at this point. Delivery team had to navigate our home to move these huge pieces through (narrow, 3 flights of stairs) and proceeded to assemble.

Upon assembly completion, they discovered one of the drawers could only be pulled out about 6-8 inches. They couldn't fix it and left. Upon reporting this issue to Support, they sent a tech team out to inspect and try to repair. This visit resulted in the team confirming it was unfixable. Drawer could not even be pulled out and would have to be broken if one ever needed to disassemble the bed. Which means this bed is not moveable without breaking it, ever. Which means this bed will have a limited life-span whenever we decide to move next. After many many conversations with Support, I was verbally given an indication of max compensation for all our troubles (opportunity cost of selling our former bed because we couldn't get timing to align due to PB unpredictability, multiple delivery/tech appointments which meant time off work, time lapsed from original order date, general dissatisfaction with quality of product, etc.).

Discussed w/ Support the option of compensation or bed replacement (which now will have been our 3rd re-order) which to us was not appealing to us given our lack of trust in the product now (might come damaged/unfunctional again) and the difficulty of moving large furniture throughout our home (risk of damage to home and furniture). We opted for the max compensation originally quoted. Now we have been told that max compensation is not available to us and have been given the option of insufficient compensation or a replacement of the bed. We are at a loss. Too much time and money has already been wasted here and the fact that PB isn't willing to close this case in a manner that provides minimal customer satisfaction to us is appalling and incredibly disappointing.

Original Review: Dec. 20, 2022

On 9/20/22, my husband and I purchased the King Farmhouse Bed in gray wash. We were given an initial delivery window of 9/30/22 to 10/14/22. However, the bed was not delivered until 11/15/22 due to certain pieces being backordered. When the bed was finally delivered and assembled, the delivery crew rushed our inspection of the bed. Fortunately, my husband discovered that a piece of the headboard was missing two screws, causing the top board of the headboard to be loose, and alerted the delivery crew to this issue. The delivery crew informed us they had no additional hardware and just left. They did not attempt to rectify the situation, and I felt like I was pressured into giving the delivery crew a satisfactory review. (I should also mention our bedroom smelled like cigarette smoke for several hours after the furniture was delivered. No one in my family smokes.)

The first time we contacted Pottery Barn on 11/15/22, we were informed the delivery crew would come back out on 11/22/22 to assess the problem. No one showed up. Given it was the week of Thanksgiving, we were not able to contact Pottery Barn until 11/26/22. The representative on this phone call stated I would be contacted in 7 to 12 business days regarding a solution. Well, the deadline for that was 12/13/22, and I have not received a phone call or email. I would like Pottery Barn to resolve this issue by either sending someone out to fix the bed or providing us with the hardware to fix the bed ourselves.

I explained that they should work my delivery in sooner as they dropped the ball and I should not be penalized due to their internal problems. Any legitimate company that cares about its customers routinely makes an extra effort to rectify a situation that was caused by their internal problems. Top rated companies have processes in place to recover from errors/issues that negatively impact their customers. Pottery Barn does not and the employees I talked to do not seem to care about customer satisfaction or fairness. To not make an effort to expedite our delivery is inexcusable!

I canceled my order and will not be purchasing anything Pottery Barn ever again and will recommend to my family and friends not to do business with Pottery Barn. The bottom line, based on my experience, is that the Pottery Barn representatives do not care about the customers and the processes that Pottery Barn has in place are not customer friendly. Based on the customer reviews that I have seen recently, I am not alone in my dissatisfaction. It is sad to see a once successful company with a strong customer following decline to such a low level of customer satisfaction!

Janice, a former customer

I waited one hour to speak to a manager, and when I finally spoke with her, after a long time of her saying there was nothing she could do about it, she finally agreed to have UPS come to our home to pick up THEIR wrong item and to expedite my correct item. The manager said that the robe would arrive likely be the 7th of December, but no later than December 11th. Today is December 13th. Not only is there still no delivery, the new tracking number I was given has since been erased from the system altogether..I had been tracking the new order...It said it was being packed a few days ago, and then it just -poof-- disappeared. The same tracking number I used for the updated order was gone.

So.... I called them again today. The agent once again told me I had to pack up and drive to the UPS to return their mistaken item...before they could send me my item! I am besides myself. No apologies, no asking what they could do to be helpful, nothing.... I just got an email that the item is now out of stock!?! Customer service was abysmal. Their systems of tracking customer conversations are clearly non existent and there seems to be zero accountability.

Original Review: Dec. 12, 2022

I bought the bedroom set for my son which include bed frame, nightstand, and dresser in September 2022. Got the nightstand right away then the bed frame two months later. The dresser was back ordered for a long time then got cancelled. I called the customer service and did not find any color that match then I needed to return the bed frame and nightstand. Found out later that they charged me nearly $300 for shipment. Called the customer service. She replied that the company did not make money on shipment! What kind of business is this? Why customer has to pay for your mistake!

After numerous hours on the phone, today, December 9, I was told that I should receive it by mail sometime next week. We’ll see what happens. So they took my money immediately but it’s been 3 weeks and they still have it although I returned the product in PERFECT SHAPE! I’ve missed numerous items that were on sale or clearance because I’d have to pay out of pocket and they did not have a system to apply the gift card, when it ever comes! Shame on Pottery Barn! Once I use the gift card, I WILL NEVER SHOP AT POTTERY BARN OR THR OTHER STORES IN THE GROUP! BUYER BEWARE!

I called the B2B number and spoke briefly to another rep and suddenly that call went to a recording asking me for my zip code. I am now into 45 minutes of trying to get through to someone at PB. I finally get through to someone that might be able to help me yet I am still waiting for this nightmare to be over. I made my first phone call at 10:46, I have been talking to or on hold with this last rep for 25 minutes and it is 11:52. I still do not have some kind of resolution. The PB CS system is horrific, you need to better train your employees and after spending over $2000 with your company for my clients in the last month, I believe I might have to find another source! I have been on the phone with one rep for 28 minutes....something is terribly wrong! It took 1 hour and 10 minutes to rectify my problem. Regretful and disgusted!

I requested additional compensation given the wait and time I have put into this and was told no. And no surprise…No card received. I worked with a store designer hoping to avoid these issues, but didn’t make a difference. My recommendation to anyone looking to make a substantial purchase to consider other furniture brands. I am not sure Pottery Barn customer service can be repaired without new management.

Original Review: Dec. 7, 2022

Less than two weeks ago I purchased 3 items of dinnerware online for full price. I quickly received. Did not check pricing again until yesterday. They were on sale. Price difference for all was $72. I called and was on hold 30 minutes. The customer rep was nice enough and said price adjustments are against company policy. She said if sale price before I received they could adjust price. She did not answer when asked when they went on sale. I asked since unopened could I return to a store for full refund and purchase another set at sale price. She said, “yes that’s really the only way to get around it.” I asked to speak to a supervisor, she politely complied.

Hmmm… Did I say connect me to the rudest supervisor? That’s what I got. JR needs training in how to interact with customers. I can understand becoming frustrated with a complaining customer toward the end of a conversation. But to start out with a poor attitude, “how can help you?” “We appreciate your business, but unfortunately this is a no exception policy”. So, starting out in “fight mode” he should expect nothing less than an unhappy ending. He gave me the same information as rep, but far less polite. I asked if I could return to a store and reorder. His answer was “well, if that store sells it”. He added “so if the store doesn’t, you will have to pay the return shipping”. I told him I didn’t think that was correct. He continued, if you order again, you’ll have to pay shipping again”. I explained I didn’t pay shipping, I think because I used my PB credit card. He said, “well if that promotion is going on again, you won’t pay shipping”.

I asked, “doesn’t this seem ridiculous that you won’t price match but will pay packaging and shipping twice?”. Again, it is the policy. He then said he would let his manager know of my complaint. (At this point, I would understand becoming short with a customer, but I’m not certain it would have gone this far, if he started polite). I sort of laughed, yeah right, So I asked he cc me on the message. He said “he could not do that because it is at a weekly meeting”. I asked for the supervisor’s name and contact info. so I could insure my information is accurately reported?”. He assured me he would report that many customers are upset about the price adjustment policy. I again asked for his supervisor’s name. “I am the highest escalation level”. I asked “but you have meetings weekly”, what is his name “I can’t give that information”. I said “Really, I’ve never heard of such a thing”.

I stated you said you will tell your supervisor at the meeting about my concern with price adjustments, but you also said many customers are upset with the policy”. I’m wondering why he hasn’t addressed the topic at a previous meeting. (My guess, he doesn’t care). Again I asked name of his supervisor. He finally told me Mitchell, but last names are off limits, “well I can find it online”. I asked JR for his last name. He refused to give me his last name and said JR is all I need to know. I repeated I would return to a store and place online. I ended our conversation with I will be in contact with Mitchell. And that I hoped he (JR) has a better day because he doesn’t seem very happy or friendly (something to that effect).

I’ve actually wasted far more than $72 of my work time. The price adjustment is wrong esp considering the money PB is willing to lose on shipping. But worse is the attitude of their higher escalation individual. I do not intend to personally insult JR. I am commenting on his professionalism in hope that he receives training.

Again more calls to Customer Service. Could not contact Aundra again, nor would she return my calls or emails, so I started the entire process again with Lead Carol. She assured me that she would look into the order details and that she would personally get in contact with the warehouse. Worst case she wrote in her email that the bed was now on clearance and we could reorder. But she requested I wait until she spoke with the warehouse.

Some days later I received an email from the warehouse that my two purchases ( both bed and drawers) were now available and that I should call to set up a delivery date. Thinking that this had all been cleared up, I set up the date and was sent a confirmation email that both items were ready to go. I even spoke with the warehouse who assured me, "we would never have sent you an email to set up delivery if the items weren't available here at our warehouse".

A day later I received a garbled voice message from the warehouse. I called them back and again was told the same thing. Yes, your bed and drawers are ready for delivery. I was then again in touch with LEAD Carol who this time was as leery as I was about the delivery promises. Do your LEAD agents not have the ability to contact your warehouse to assure themselves of product availability? From my first conversation with Aundra, I thought they did. This time she offered me a discount on the full price bed....no longer the clearance price as she had offered previously; that option was off the table.

HOW can a customer service LEAD agent renege on an offer previously made to the customer? Carol then said "why don't we wait and see, maybe (MAYBE ????) the bed will in fact be delivered with the drawers since they actually set up a delivery date for them." In the meantime I visited an actual PB location. The manager there, Andrea from Burlingame told me that of course PB would make gook on this order and if the bed was lost we would order a new one as full compensation for all the horrible past service. She, though also suggested we wait for the actual delivery as it had been previously arranged. So we waited until the delivery date; Only the drawers arrived.

We are now well into December, and I have been in touch again with the second PB manager Connie from Burlingame. She has now advised me that she cannot intervene in the ordering of a new bed as Andrea had promised. I now have to wait for a call from another Customer Service Lead and start the conversation all over again. Through all this I have spoken with Karrie, Chantelle, Brad, Briane and a host of other CS agents who do nothing but promise me 'someone will be in touch to resolve this issue'.

At this point, I do not want a refund. For all the hours I have spent on the phone, for all the missed and canceled appointments and horrible frustration in what should have been an easy transaction I expect to be at the very least compensated with A BED. If Pottery Barn lost the one I ordered because they would not make a timely delivery then they need to send me a replacement and make good on this transaction and the promises made. I am still waiting for another Customer Service Lead to contact me.

Order # **

I was so mad that I refused to accept the order until it was shipped in full. I then spend 2 hours on hold waiting for customer service to pick up and they never did. Meanwhile, we gave away our old furniture and are now living out of boxes and bags. So - buyer beware. If you can find something elsewhere, you're better off. Looks like I'll be waiting at least another month.

My husband decided to call customer service. He was told that we would just have to reorder the product, call back and they would price match to the original sale price. Great. So I ordered, sent my husband the order number and he called back. Of course we got a different agent and they would NOT price match. The lady five minutes ago just told us they would! They pretty much called him a liar, would not budge then HUNG UP ON HIM!!! What the hell! I thought pottery barn was a high end reputable business. My husband was beyond upset. Yes, their stuff is nice, but don’t bother. You can find nice stuff somewhere else. I will never ever shop with them again unless this can be fixed. Ridiculous, BAD customer service.

What angers me is 1. the false information provided in the website since I was under the impression I'd recieve it much sooner than what I'm being told now, 2. the fact that I am paying on an item that their own delivery warehouse doesn't even have either, and 3. that I cannot change or cancel this item until it actually reaches the warehouse, thus not being able to be reimbursed. How convenient of them to charge you for the item as soon as it starts moving from one to place to another (even though it's not to your home).

You also cannot change or cancel the order regardless, because they have to wait for the item THEY have reaches THEIR delivery warehouse BEFORE they issue you your money back or have you change your order. In other words, I cannot swap out the bed for another that may be ready to ship in the delivery warehouse because I still have to wait for the initial ordered bed to get to their warehouse first. Which by that time I might as well get the one I initially ordered... SMH... Never again will I order from here.

Anyway, it's a scam because when a company says "In stock and ready to ship" I assume I should be getting it within a week or 2. Not so at Pottery Barn or West Elm either. They're part of the Williams-Sonoma Cartel of underperforming and overpriced stores and products. When they don't meet their last quoted "arrival date" it's my experience that they just back it up a couple of more weeks and hope for the best. I did check BBB (they don't actually belong to it or they would have to resolve complaints through the BBB). They have a glowing 1.06 out of 5 for satisfaction based on over 600 reviews. My recommendation is to stay away from them and their delivery, I know I will after this debacle is over, one way or the other. They are simply not a trustworthy company.

I have tried now 3 times with customer service and 3 times with their corporate office to get refunded and still do not have my money back. Pottery Barn has had my money since 10/21, I never received the product, they picked up the damage product and it has now been 2 months of me trying to get my money back. This is the worst customer service experience I have ever had. They have told me over and over they will get back to me and never do, they have also now said they have refunded me 3 times and I still do not have my refund. If it wasn't for me calling them and emailing them weekly my guess is they would just ignore this. This lack of communication is absurd and I feel that this whole experience has been corrupt. Walmart has 1000% better customer service than this supposedly high profiled company. DO NOT ORDER FROM THEM....Unless this sound like fun.

I called this number and pressed option 5, only to hear a phone ring once and then dead silence. No music or "please continue to hold" message. I assumed I had been cut off. I tried twice more with the same result. Finally I called an actual Pottery Barn store, got a human who again gave me the same 888 number to call. I told her that I only heard silence on the line and assumed I'd been cut off. She said no, that the dead silence was normal, and that she had already had to hold for over 30 minutes today in order to help a customer in the store.

I thought of all the people like me who were calling this number, hearing dead silence, and trying again and again. This is terrible customer service, and a waste of everyone's time. I called back and finally got a human who emailed me a shipping label. Now I have to put it all together and return it to the store. What a bother. I thought Pottery Barn was a reputable operation; I will avoid them in the future. It's just not worth it.

Original review: I ordered the Folsom Wood Coffee Table, Dessert Pine, in July. At the time of my purchase, there was no indication that this item wasn't in stock. This is for a 2nd home so deliveries can be tricky finding someone to be at the house. We were given an October date for delivery. That month came and went. We were then given a November delivery date. Now, they have pushed back the date to 12/5-23. Every time I click on the tracking link, it states "Preparing to ship" yet it never moves beyond that point. I will have waited 5 months now for this dumb coffee table. I should have just ordered something off of Amazon!!

Original Review: Nov. 28, 2022

Horrible experience with Pottery Barn Kids customer service. We placed an order for an in stock Chair for our nursery in September with an original delivery window of 10/11 - 10/16 and paid in full at the time of ordering. We were looking for options to have the chair before the baby arrives and were told this was a good option from the sales associate.

Fast forward to now, the delivery window of the chair keeps changing and the baby is almost due. The delivery has been lost and our tracking hasn't been updated since early October. Now to the frustrating part. We have called customer service FOUR TIMES in the last four weeks, each time we call they said they have to make a ticket with their delivery service to find out the status and that we need to give them 5 business days to investigate and they will call back.

Not once have we received a call back. The first two times we called back after 5 days and we come to find out the ticket was never created, so each time we have had to wait another 5 days. We just called back for the FOURTH TIME and they are saying they haven't gotten a response and need another 5 days. We have now been waiting for a month and have gotten zero updates and no responses.

At this point, we are getting close to the due date and need to explore other options as clearly we cannot get any updates on what is going on here so we kindly asked for a refund we have been nothing but patient here. We are now being told we cannot get a refund until they get an update on this ticket which will take 5 days. This is absolutely ridiculous because the last 3 times we have waited 5 days and nothing has happened. What confidence do we have that they will even have an update this time? What happens if they don't hear back? When we ask to escalate it we are told there are no options, and we just have to wait. Have spent hours with customer service at this point with no resolution.

I called customer service again and the woman who answered sounded as if she was asleep. I could barely understand her. She sent the previous email to me two more times; no shipping label attached. Finally, she told me it would take 24-48 hours to receive a new shipping label. So, now I am running into taking it during my workweek, which is super inconvenient. After reading the reviews, it is clear this company does not put customers first.

Original Review: I ordered a $7K entertainment center from Pottery Barn the first of August 2022 with an original delivery date of 8/19-9/2. When the first expected date passed, I contacted customer service and spoke with multiple people, all giving me different stories ranging from the product was at the delivery center waiting to be scheduled, it was in transit, or the warehouse lost it. After repeated calls and conflicting information, I requested a supervisor, I was put into contact with Kristi ** who assured me she would handle the order personally and see to it we were taken care of, she said our delivery had shipped and would be delivered in 2-4 weeks. Once that didn't happen and I reached out to Kristi again she went dark and failed to respond, still won't.

It is now the end of November and my deliver dates have pushed out again to end of December. At this point Pottery Barn has given me 15 different versions of where my entertainment center is and never follow up when they say they will. Bottom line...DO NOT BUY FROM THIS COMPANY!! They are dishonest, hang up you on the phone, and sit on your money and give empty promises. This is the first time I have ever contacted a customer service center of any company and the first time on consumer affairs to give you perspective how frustrating dealing with this company is. I will never buy from this company again!

Original Review: Nov. 25, 2022

Have been a Pottery Barn customer for over 40 years and was saddened when my local store closed. Recently ordered three pillow covers and a faux fur throw that I have yet to receive. Rep says no price adjustments are available for these products that are now on sale. Also dealing with an undertrained Customer Service Rep who is unavailable to get a supervisor to talk to me. Extremely dissatisfied with service from Pottery Barn even though other websites say Pottery Barn does offer price adjustments for on-line orders. No supervisor would talk to me.

We were given a new delivery window 5 months later. 5 months turned into 6, which turned into 7. I reached out to express frustration and the customer service team apologized and said we could discuss compensation for the issues but only after the items were delivered. We finally had the chairs delivered last week and immediately called to discuss compensation. We were told that a $500 credit (<10% of the purchase price) had already been processed and that there was nothing we could do to change it. There was no ability to negotiate. After back and forth they agreed to credit an additional $375 via a recorded voicemail. They then tried to lower it to $350. And I just received an email that actually they've decided they can't do anything at all. Not only can they not deliver on their products within a reasonable time, they also cannot keep their word. What a disaster of a company.

Updated on 12/08/2022: My issues continue. This is a continuance of my previous review. My husband order a duvet set and we still haven’t received it. It was supposed to be delivered this week after being “back ordered”. There was a pending charge on my husband’s account Monday but the charge was reversed and the delivery date was pushed out a MONTH! I will never ever order from this company again.

Original Review: I have had multiple issues with Pottery Barn. There is no store in my area so I order online. The first time I placed an online order I was shipped the correct quilt but the wrong color shams so that order was returned. My second issue with them was with dining room chairs. The description of the chairs I was interested in did not contain the seat height so I chatted with a representative. The representative told me that someone would be in touch with me. That was four months ago.

The most recent issue is with a duvet cover and shams that my husband ordered for me. When the order was place, the timeframe for delivery was this week. Delivery has been pushed back twice. I posted a comment on Facebook and someone responded advising me I could send a personal message and their “elevated support team” would respond. Of course, there was no link provided, no email address provided, no instruction on how or where to send a message. Clearly a bogus response. The products are far too expensive for such horrible customer service.

My husband has been in touch with Pottery Barn, and they said they were going to discount our order, but they didn’t. I think the most frustrating part of this entire situation is that if someone would have told us in March when we ordered this furniture that it would take a year to receive it, we would never have ordered it. Now, we are stuck. It would be absurd to try and order furniture from somewhere else and wait months when we have already waited almost a year with this company. Because of Pottery Barn’s non-transparency, shady business practices, and poor customer service, I cannot recommend them.

It seems their system just keeps pushing the estimated delivery out based on a package UPS never even received. The rug appears lost. Can't get a straight answer from their customer service. Their automated system is useless and merely delays speaking to a representative. Called on 11/18 to speak to a rep and no one is available at 8:30 am ET even though their hours start at 8:00 am (5:00am PST). About to dispute the charge on my card.

We had a name of a senior customer service person for the Gift Card issue who promised to look into delivery for us and to try and expedite it so we could have it for Thanksgiving. The furniture we were waiting for was a dining table, 6 chairs and 4 bar stools. Two weeks ago, I noticed the chairs and the table were in the delivery center, however they were waiting to schedule delivery for the bar stools, we reached out to our Customer Service Person, who told us she would arrange for a split delivery at no extra cost and what dates would we be available for delivery this week.

We gave her days (which was any day they could get here) - however even after my husband and I emailed her, and he called her we never heard back from her. Today we heard from the delivery center and the earliest they could deliver our furniture is December 6th. I am so disappointed with Pottery Barn which is the reason for the poor rating - needless to say we will not be returning there even though they have beautiful products.

On the day of delivery, they walked in to the house to look, walked out, I guess called their manager, and then I was given an earful on the phone by their manager explaining that they aren't a moving company and would not help me disassemble anything. I had assumed they would not disassemble, I had called the company the week prior to confirm this and was told that they would by Pottery Barn themselves, not sure where the miscommunication was. Maybe it was just the way she spoke, but it was an extremely aggressive call. The truck drove away without delivering any of my furniture.

I called customer service the next day to try and figure out what to do, I wanted to cancel the order just because of that experience alone. They told me they would give me a 10% credit back and reschedule for the following week. The following week the delivery went great, no issues. But I have called and re-called and been promised this gift card for more than 5 calls with customer service. Each call is 1.5 hours long as they have to keep transferring me to different departments and people. Yesterday I was promised the gift card in a few hours, it's been over 24 hours and still nothing. There is no way I will ever again be purchasing from pottery barn, the experience is wildly stressful, especially for the price that we pay for this furniture. And, now I feel they are stealing from me since I haven't gotten that gift card.

Throughout this ordeal, I was also communicating with representatives from the 'appeasement' and 'premier services groups'. I requested compensation which I considered reasonable. I was assured that it wouldn't be a problem. Well, of course it was a problem. After the request was submitted, I received a follow-up call from the premier customer service representative informing me that it had been declined by a supervisor. No surprise. The experience left me with the impression that the tiered customer service is designed to give the impression that your concerns are being heard and that the customer service representative is making a valiant effort to appease but they're being hampered by their supervisors. I was offered a small rebate. Although I didn't get the appeasement I wanted, I did learn that I, as a customer, am not valued by this company. Therefore, I am no longer a customer.

After SEVERAL emails, PB finally agreed to refund my money but ONLY when the chairs were received at their regional delivery center in NC. Well the truck finally arrived but then I was told the refund could not be processed until the truck was unloaded and surprise - unloading the truck would take 4-6 weeks! I protested loudly! Eventually a "supervisor" approved the refund on 10/28/22. To date, I have not received it despite SEVERAL phone calls which lasted for over an hour each time!

I have requested REPEATEDLY to speak with a supervisor since the first one seems to have disappeared. I have been told that a supervisor will call me back - that has NEVER happened! I have 27 emails to back up this story. PB appears at best to be operating in bad faith and at worst, they are stealing money from people! I will be filing filing a BBB complaint. My advice, if it's in the stores, great! - buy it, but if you have to order ANYTHING - buyer beware!

Called customer service and were told that the sofa actually was still in transit from Houston, TX. and was not at the delivery center in Boston and they could not assure a delivery by Thanksgiving. No one from customer service could explain the misinformation on my account. I was on call for over two hours with no resolution. Long time customers who will never purchase from Pottery Barn again.

It’s deplorable and all to address issues that are entirely the company’s error. Recently they delivered me a filthy couch. It’s been 2 weeks and I’ve been told the first person I spoke with never reported it, the second gave me wrong information, the third is going to submit my request, something that should have even done weeks ago. Please, please save yourself the headache of dealing with this company. My biggest regret is buying anything from them at all.

I asked to speak to a supervisor and was on hold for 30 mins. Finally, the woman stated the supervisor told her “they will not refund any difference no matter what” and they wouldn’t even talk to me. I couldn’t believe it. I am a good customer, have THEIR credit card and they won’t give me the difference in the sale price on an item that went on sale within two weeks from purchase? What kind of customer service is this? And the supervisor refused to talk to me or give me an explanation. I also messaged them on Facebook and only received a “thanks for contacting us” reply.

This is the 2nd bad experience I’ve had with PB, the first being a bed I ordered that was never delivered. Fool me once, shame on them, fool me twice…never again. I will never buy a PB product again and I have closed my credit card with them as well. To say they have a “customer service department” is a joke. No one there cares AT ALL about you or your issue. That is the complete opposite of customer service. There are many other options out there from companies who will appreciate my business and won’t think twice about refunding a sale price difference.

Dining room chairs were also part of the order and I received a confirmation that they would be delivered 10/21. I got the table, but no chairs. No one can give me definitive information of where the chairs are. Although they respond in a timely manner to calls and emails, they provide no solutions or product. 2 Nightstands were ordered and scheduled for delivery 3 times in October. They were sent to the wrong distribution center who sent them back to Pottery Barn to be reshipped. This happened so many times, that I cancelled the order. I can't use 2 barstools...I need all 3!!! I will never order another thing from this company. You pay for something that you don't receive for 4-5 months or not at all. Terrible to do business with.

Two weeks after the hurricane, I spoke with someone who tried to tell me it was delayed due to the hurricane. The person said they would expedite the delivery to Fort Myers FL as it was in GA. Three weeks since that conversation, another person I spoke with said it was now in Los Angeles CA. No one would return my emails or calls regarding this matter. We have spent countless hours trying to get an answer as to when we may receive our order. The Naples, FL location staff members are very rude and completely blew us off. Again, Pottery Barn tried to blame it on Hurricane Ian. This was very distasteful to us and very bad customer service.

After writing to the CEO of William-Sonoma, we received an email from a representative. This person told us since the warehouse was non-responsive, we should just pick out a different bed they have in stock. After telling them to replace what we ordered and we would wait for that to be delivered, they refunded our money without a word to be said. This has been a really terrible customer service experience. I am not sure how Pottery Barn stays in business. I would give them zero stars as one is being generous.

I was hung up on, put on hold and forgotten, transferred to departments that were disconnect numbers, given numbers to call that were supposed to be to a different department but actually were numbers back to the department I was just speaking to. It was awful. Finally after literally speaking to at least 15 different people, one of them said they could re-book my delivery for 2 weeks later. I booked the date, stayed home from work, and THE SAME EXACT THING HAPPENED! No one called me to say there was an issue or communicate anything, I waited all day from 7am to 8pm, no delivery. Called again, more getting hung up on and transferred and forgotten on hold. So I lost my mind and started demanding supervisors and threatening with a lawyer. It got escalated to a "supervisor" who apologized and blamed everything lame thing under the sun.

She then booked my delivery for a 3rd time for a week later.. AND IT HAPPENED AGAIN!!! So this time I demanded speaking to upper management and was finally escalated to a 'Senior lead" named Tamara, she said she couldn't believe how badly everything had been handled and that this is now how Pottery Barn people are trained and operate (by that point I had dealt with 20+ individuals, every one of them lying and unhelpful, obviously this IS how the company runs). Tamara found out that the issue was that my item never even arrived at the hub to begin with and was "shorted". So all those people who booked my delivery and re-booked my delivery were lying and trying to shut me up when in reality my item was never even at the hub to deliver, but someone scanned it in like it was.

The whole company can't do their jobs. So, Tamara promised this time they would get it right and she would make sure the item left the warehouse for the hub personally, and would make sure it was at the hub before I booked the 4th attempt at a delivery. She said someone at the hub created a return on the item (even though the item wasn't there) because the return would re-start the process, but no one at the hub called me to tell me any of this! They were okay to just let me wait around missing work having no idea what as happening. So now the entire process had to start over again and the 3 months has been a complete waste of my time. Now here I am in November and Tamara has ghosted me. She doesnt respond to emails or pick up her phone. The item was supposed to get to the hub days ago and it just says it's stuck in transit. They already charged my credit card way back in September when the item was supposed to have shipped, but didn't ship because it wasn't there in person.

I called the delivery center today and they say they have no way to track the item and have no idea if it is in the shipment to the hub, and if so when it will be there. My delivery estimate got pushed 30 more days, even though the item is in stock on the website. Amazon, Wayfair, Target, Walmart, Restoration Hardware, Nordstrom, absolutely none of their competitors run this badly. I've never dealt with a company that can't track their own items, can't tell you if they even are at the hubs but will still book deliveries without even having the items, or had a company make cancellations and returns and not show up for $300 white glove deliveries and not call you once to let you know what is happening.

I regret ever buying anything from them and never will again. I am speaking to a lawyer about suing them for bait and switch and predatory consumer practices. Looking online I am seeing hundreds of reviews of almost identical problems happening with other customers. This business should be investigated and held accountable. Everyone should know how poorly they operate and how little they care about the people paying for their paychecks.

Here I am in November, and still no one can tell me when to expect furniture - yet I have been charged, and Pottery Barn is keeping my money with no information on when delivery is. Perhaps they are short of cash? Do they need my money for float? Are they about to go out of business? Who knows...As no one can tell me why I was charged so long ago without any anticipation of delivery. And, many of my furniture items still are labeled "in stock" or "quick ship." I've talked to countless people, emailed many in Concierge Delivery Support. They never tell me why I was charged so long ago, and they simply say that they are working on delivery. Sorry to hear that - any reputable business does a lot better. Maybe reporting to Better Business Bureau of CFPB (deceptive business practices) would work better.

We called our local store (we have bought many products over the years). The store person stated that we should have ordered through the store. My spouse has spent probably 4 hours on the phone over the last 6 weeks. We would like the furniture that we ordered and paid for back in September. Is there anyone at Pottery Barn that will stand up and say they are accountable and get our furniture delivered? Thank you for your help.

The driver never loaded the king bed and at this point the PB delivery service does not know where my bed is. A search doc was supposedly put in but there is no way to track. At this point I am thousands out of pocket with no furniture. We are moving into a new house and have a baby coming in November - we regret purchasing from Pottery Barn and will not make future purchases with the experience this year.

The store associate did not explain this to me either. So to make a long story a little less long. I still do not have a refund of $369.85 because it's in limbo. The store needs to look for the rug first. Then PB customer service can issue me a refund. Just ridiculous. I am so disappointed and mad I'm having to deal with this issue. Pottery Barn is not the company I thought it was. Just a warning to everyone about returning an item. They are very disconnected and unorganized.

The very next day, when the units were supposedly in stock, I received another backorder date later than it had already been pushed back. This is was Pottery Barn does, they just keep pushing back the dates, and you never actually receive the item in a timely manner and it takes several calls and higher-ups to get your refund and order canceled. I know because they lost a coffee table I ordered last year and it took months to finally get my order canceled since they finally realized my item was "lost in shipment".. I am done shopping with Pottery Barn, and I actually have a credit card I use and pay off. I will take my business and $$$ elsewhere!

How can they be allowed to collect money and not deliver the goods or not process a refund since it hasn’t been delivered? No timeframe. No estimation. They. Do. Not. Care. And if I have to reorder this somewhere else I’ll have to start over in the waiting process. I’ll be disputing this charge on my card because Pottery Barn has zero credibility. And I plan to report them to the AG for NC. Anyone similarly situated should do the same. Then boycott. This practice is unethical.

So, 3 months later, my son still sleeping at a university on a mattress on the floor, no ability to expedite replacement parts, I've documented that I've called support no less than 10 times over the 3 months due to a lack of information and consistency when they do reactively provide information. I asked for a refund, and instead I see that more replacement parts are coming and their systems show that the original replacement part hasn't arrived at the shipper even though I saw the replacement part in person.

I just called them again to beg for this nightmare to be over and provide me with the refund. They said they cannot until all the parts are returned by the shipper! Given the lack of correct data in their systems, and the lack of proactivity by customer service, I suspect I'll be calling each week to try to get that refund. FYI that I did ask to escalate 3 times over that 3 months, and each time I was told the supervisors are too busy with other customers to talk with me - this is all in my documentation of the experience if anyone from Pottery Barn ever cares to reach out and improve their customer experience.

I know quick ship is giving an estimate but it UNREASONABLE to have ZERO feedback on the changing dates and ZERO idea on when it will actually be received by the warehouse or shipped. The ladies are very nice when you call and tell you they will look into it for you. I even asked to speak to a supervisor once and they said she would get my first order taken care of for me. The ONLY thing that changed was my estimated delivery date EVERY SINGLE TIME. My new estimated windows are November 4 and November 16th. I hoped to have my deliveries before Thanksgiving. I guess I will continue to be in limbo. I can not trust anything that is shared because it is all still a guess from customer service. This is inexcusable.

Original Review: I have order thousands upon thousands of dollars of furnishings for my new house from Pottery Barn. For every item I ordered I paid for it as required and it would be shipped to the wrong warehouse and I would have to call each warehouse to get the items to the right warehouse to get them delivered to me. The last 4 items have been stuck in a warehouse since Aug 9th (today's date Oct 20th) and after 6 phones calls and one cancelled delivery the items are still in the wrong warehouse. Each time I call the person says I will send an email and get the items transferred to correct warehouse and call you back. I wait and week or 10 days and I call them back and they have no knowledge of the previous person’s actions. It is a never ending circle of frustration. I love the furniture and the people in the store, but I will never order anything from them again.

I will say the retail experience was positive, but that means nothing if Pottery Barn can’t deliver, and they have not. When I decided to buy new furniture, I thought Pottery Barn would be a good choice for a total quality experience and a nice step up for me. I was excited to place my order for 2 warren night stands, dresser, warren dropleaf table, Leland metal task lamp, 2 Westan dining chairs and a mateo desk which I’m having to wait 2 ½ months for and over $5000 invested.

First, I got the nightstands and dresser. The way drawers open and close say a lot about the quality. That’s where these pieces missed the mark to start with. Some drawers easy to close, most I had to force. Some open easy, others not. This was with all 3 pieces. The other issue was with one of the nightstands. It was super wobbly. Maybe that could’ve been an easy fix if they sent someone out to fix.

The last and really unacceptable was one of the drawer facings panel/front of the drawer, was wider on one end. It was the top draw so very noticeable and wrong regardless. I had to wait 3 weeks to get these pieces. Not too bad really but… When I called to get a replacement, the customer service rep said it would only take a few days to ship out the replacement as there were plenty of these pieces ready for shipment. But… when the replacement email came to me the delivery ESTIMATE was 2 weeks to 1 month. Then when I called to schedule delivery, the next delivery date was 6 weeks out. She said the pieces were there but not enough trucks to deliver sooner. At least she was honest!

Next, the lamp. It is heavy. Not the problem. Solid piece. However, the felt pad on the bottom to protect the furniture it would sit on was very thin and didn’t fit. It was a poor choice to put something that flimsy on a lamp that heavy. It would have ripped that nightstand I bought to pieces. It went back. Next, the drop leaf table. The packing is intricate which means when you open it all up, and start putting it together you hope you don’t have to disassemble and wrap it up again to return keeping in mind that it’s also 70-pound package. When I opened it, I hoped that my bedroom furniture experience was just a fluke. Not so. The edge of the table top was chipped AND there were 2 evident scratches on the top of the table. So now I have to spend time and energy packing it up and somehow arranging for UPS to hopefully come up my stairs to pick it up.

Now, the chairs haven’t arrived but I don’t need them anymore. They need to be cancelled. The desk is coming end of November/beginning for December. Taking a chance to expect that this is going to be different is probably insane. I have never been so disappointed, inconvenienced and so ripped off. Pottery Barn is not a good choice! Save yourself the hassle, time and money and go somewhere that has reviews on their website so you know what you are getting into. No transparency, no purchase. I will NEVER buy anything from Pottery Barn or any other Williams Sonoma companies.

Customer service says, "Hey we have an idea. Let’s just order a whole new bed (no mention of dye lots) because we can get it faster." Nov/Dec2022. Order placed. New email a few days later. Now delivery of that bed anticipated Feb/March 2023. What a ridiculous set of circumstances. They are unwilling to go to the vendor (supposedly in the US) to expedite my order. Keep in mind I paid almost 3600 for both beds in June. Ugh. Also forgot order for new bed came with a charge listed although they’ve assured me I won’t be charged since I already paid - we will see. Meanwhile I have one partially put together bed sitting in the bedroom.

Most of the representatives who took my phone calls just hung up or just transferred me to another department without a heads up. On many of my phone calls I asked to be transferred to a supervisor but never got to speak to one. They always busy and I was promised multiple times to receive a phone call or an email with an update after they will "look into it" but again, nothing. I truly thought pottery barn is a reliable company until I decided to purchase my furniture from them. I wouldn't recommend anyone to purchase from them.

Ordered bunk beds from PB. After numerous delays in delivery, PB finally provided delivery date and then did not deliver. Two weeks later, same thing. NO delivery. Again, cancelled order but no refund. Weeks later and numerous calls and false promises, still no refund. Then finally only half refund for an order we NEVER received. WILL NEVER ORDER FROM PB AGAIN. THESE FOLKS WILL LIE TO YOU EVERY SINGLE TIME. STAY AWAY!

The distribution center they continue to be utilizing is not doing this company any justice. If what you’re wanting to purchase says (in stock and ready to ship) don’t be fooled, that’s a bunch of crap, as I have purchased wall art (set of 2) back in early July. It is now almost end of October and NOTHING! What’s crazy is that they’re quick to take the money out of your account, which for me was over 2.5k in July and still I have nothing, and when it comes to shipping your product in a reasonable manner and holding people accountable for it it’s a complete joke! HORRIBLE EXPERIENCE!!! I’m shocked they’re still in business. Date of experience: October 12, 2022

I tried submitting a review request to PB who stated the manufacturer says the sofa is fine - unsure how they would know. Given our familiarity with this sofa, we are confident the cushions have changed. Clearly cutting corners. The PEARCE in the store sits more firmly. I noticed other issues with this sofa. $6000 paid - and no ability to have the issue resolved. PB needs to stand behind their product. Since I purchased online, the store is unable to help yet online service says I need to call the 1-800# - who says call the store. We just want a sofa that you don't sink to the floor on and holds it shape.

We received our order confirmation email with our shipping dates. Of course, all of the items were to be shipped separately over the course of a few months. Initially, I was fine with this because I understand items come from distribution centers all over the country. But then slowly all the dates started being delayed. It is now middle of October, four months later, and I still do not have my dining room table or couch. Every time I call customer service they tell me my table is ready to be shipped but they are waiting on my couch. I keep telling them to ship separately. And every time, I get told they will make an alert and I should receive an update on my shipment within 48 hours. Great! But nothing. Tonight, I finally got a number for the shipping to schedule my own delivery so I can call myself and request the order be shipped separately.

My couch, I understood it would take 12-18 weeks because of the “custom” fabric, which I was fine, but now they are telling me I cannot get my couch until December!!! Tonight they said the order was fulfilled and I could not cancel or return the couch, but still do not get my couch for another two months!! Do not believe their website when they say “in-stock and ready to ship”. It’s all bait. I saved my pennies to buy from Pottery Barn to furnish our new home. Unfortunately, this will be the last time I order from them. I am so disappointed, frustrated, and angered. They really need to take off the “in-stock” filter and stop advertising as such as well, because it’s all a bunch of bologna.

When I requested a refund, they stated they are going to keep the delivery fee, since the item already shipped. This makes no sense since I obviously haven't received the item, and as a customer, should not be responsible for Pottery Barn's internal shipping process from the US to Canada. Meanwhile, the shipping was severely delayed anyways. Shipping is $300 for "white glove service" including the installation of the item in my home. They haven't delivered on any of this, and the item isn't even in Canada yet.

I was told by customer service that the item did not leave the main US warehouse until Sept 28, a month after my purchase. And now the item is sitting on a truck somewhere in the US apparently. The company loves to use border delays as an excuse, when in reality, it's their own delays. They also love to say that their shipping times are "estimates". I guess Pottery Barn doesn't care enough about their customers to deliver within their estimates, and based on all other reviews, make customers wait months and months.

On top of all this, apparently they do not give refunds until pottery barn receives the item back to their "main hub". Meaning....it's going to take god knows how long for the sofa to reach the delivery hub (another 2-4 weeks?) and then another 4 weeks for it to be returned to the "main hub". Meaning, they're keeping my $3,000 for another 2 months at minimum. I don't understand this process and I've never seen this done before by any other company. Pottery Barn should not be holding their customers responsible for internal processes. Pottery Barn should refund customers their money ASAP and worry about their internal shipping on their end with their shipping partners for the return of the item.

If Pottery Barn customer service does not handle this situation, I will be forced to report this to the BBB and may even need to attend a Pottery Barn store front for answers, and at least talk to a human who is willing to assist with this matter. The only good thing I can say is that the customer service team replies back via email within minutes sometimes. However...the answers they give are awful.

Whoever their advertising team is, they are truly gifted and I hope they make good salaries. I was always amazed at the aesthetics when I pulled up their website, and when it came to remodeling some parts of our new home, we thought we should order one of their chandeliers. So, we placed the order on June 2nd, 2022. We received the confirmation email and the delivery date was between July 25th-August 8th. Okay, that is a long time, but we can wait. Surely it wouldn't take nearly as long as the furniture did, right?

Queue the similar onslaught as everyone in recent times is posting about here. Delivery date changed from the original quoted to the month after and the month after that. The only thing that doesn't seem to always happen to everyone is we were formally charged, monies taken, on August 8th as a slap in the face as they changed the delivery date to the following month. The order changed from backordered to "preparing to ship" and has remained in that state for over two months. Here we are, 10/11/22 - you'd think we would be looking up in our foyer, marveling at that chandelier we paid for that was finally delivered right? Well, guess what, the thing isn't even here yet.

Tired of waiting for my order to update with tracking from the status of "preparing to ship", aside from the sliding "when-we-feel-like-shipping-it-then-we-will-ship-it" shipping timeframes, I call customer service, I'd say, at the end of August/early September. "Oh, it will ship on the last day of the stated timeframe," one rep said, then proceeded to talk about the area of my state I live in asking me if it was nice since she was vacationing here. Like, let me get off the phone so I can call someone who is going to actually look into where my order is lady. Same day, I call back wanting a deeper answer, "Oh no this is going to be delayed for another week." At least she was honest and that wasn't a lie!

A week later I call back, "Let me look into this for you. Ah, I see, it is on the truck being delivered at the warehouse, so it should be delivered to you this week." The following week I call back, "They must have misplaced it, let me check with the warehouse. Ah, it should deliver this week." The next week (on Sunday) I call back and demand answers FOR REAL this time, and I ask for those people you see on this website - the "elevated support" team - surely they can help, "We just checked with the warehouse, they will have it shipped out on Monday."

In between all of that I have watched this thing go on sale so I requested the sale price. I mean, if I have to wait half a year or more to get the thing, shouldn't I at least be eligible for the sales? No, that's not part of their policy, but an exception was made on this order the last time I called. The elevated support specialist was defensive and clearly did not want to help me with this issue. She was also the one who claimed it would be on the truck on Monday which it was not.

I can't believe how difficult it has been to get a straight answer as to where this metal ring with wires and sparkles clipped to it even is. It is a mystery to me, and I know it is and will continue to remain a mystery to Pottery Barn. Another mystery for an order stuck in preparing-to-ship status on Pottery Barn's end, even when they don't know where it is or when it will be delivered, is figuring out how to cancel it. I spoke to 4 different people today and I was told they cannot cancel the order; it must be delivered first.

One person tried in earnest to cancel the order with no such luck. Well, I am not sending back a 70 pound chandelier when you've had 4 months to ship it, and I no longer want it. I found another one that is very similar and I want to purchase it, but not with funds tied up into something that will take as long as a human baby to develop and arrive, possibly longer. I have wondered with the furniture deliveries if I would even be alive to see the furniture, and I am not doing that with a chandelier.

Pottery Barn, I want my money back. Every single dime of the over $1700 we paid for this item. Cancel this order, I do not want it and you do not know where it is. Even if the heavens opened up and you miraculously could figure out where it is, I still do not want it. I don't want to be let down repeatedly and wonder where things stand. I don't accept it in relationships and I will not accept it with you. Do not ship it to me and please return our money that is not well-deserved because goods have not been rendered. Please do not post below me telling me to email you, I have already called you a million times. It's your turn to reach out to me and only with cancellation and refund in tow. Also, you lost another customer.

Original Review: Ordered a dining table since May 2022 and patiently waited because it was backordered. Well, here we are in October and wow, only received the top. Where are the legs, the base???? What a disappointment. What am I going to do with just the top? And I paid full price! I need to be compensated for this horrible roller coaster!

Weeks passed with no movement to delivery center. Comments from PB CS made that the "Hickory" delivery center has many issues, that management at the center is being replaced and one CS said that they spend most of their day dealing with "Hickory" issues. So PB can make furniture but cannot deliver the furniture! Customers are charged when the furniture is made. Another PB employee said that the Miami delivery center is overflowing. Meanwhile, I and other customers wait and wait and wait for furniture that we have already paid months earlier.

Next we had two separate orders that were scheduled one day after the other for delivery in late September. (Tried to combine orders but that was impossible! Two deliveries one day apart is better than one???) For first order, item came damaged out of the box. A return created and delivery is now for early January. Second order came, showed complete delivery, but one item actually was not on the truck. The paperwork claimed it was on the truck but, again, it was not. I was given a number to call for dispatch which did not work - it was disconnected!!!

I called PB customer service who said that the missing item was not their issue and hung up on me. I called back and was told that they would send the missing item another 8 days. The item showed on-line as a repair order which it was not. This was done to hide the error within PB by their routing and dispatch department! I was offered a 10% appeasement and asked to call PB CS when the missing item was delivered to receive the appeasement in form of credit back to my PB credit card.

Recall that PB would not have a record of the delivery since they were hiding the error and, therefore, made me do their work for them! I called to confirm delivery and asked for my appeasement. They started to create a gift card but I intervened to ask for the prior promise of credit to my card. They said that they could but it would take 10 to 15 business days. I asked if the store could handle the credit and was told yes by Quincy. The store denies that they can create this credit.

After calling today, I have been told (1) no appeasement until all items are delivered, (2) no record of the 10% appeasement, (3) an appeasement was in fact being processed for a different and lower amount although this was against policy, (4) the 10% appeasement does show but was never processed, (5) my order is part of Concierge CS and transferred, (6) my order is NOT part of Concierge CS and transferred again, (7) current CS cannot determine the amount of appeasement and (8) supervisors can only talk through chat. The net result of all this is that PB and Williams Sonoma are OUT OF CONTROL. They are booking sales for items that wait for weeks and weeks for delivery to customers. They are being untruthful to customers. They are stressing their delivery centers by pushing merchandise to these centers that sit in trucks for weeks on end. This is no way to run a business.

Some advised 3 pieces were ready but not one, some advised all pieces were ready but there was a glitch in the system so Ryder wasn't recognizing they had all the pieces, some said one piece was at one "hub" and the rest at another "hub". All in all; weeks later I ended up with the delivery of one random piece after speaking to 2 different people to cancel that delivery as it didn't include the entire order. Many phone calls and frustrating conversations later with the continuous change in information regarding my order I canceled my order with Tracey in "leadership" and now can not get someone to schedule a pick up of the canceled piece. STEER CLEAR AND SAVE YOURSELF THE HEADACHE. SHOP ELSEWHERE as I wait for a $9,528 refund.

My last call in September I was told it would be ready for delivery IN OCTOBER. 4 months after purchase. The replacement was scheduled for delivery on October 3rd, upon arrival the delivery company opened the boxes and immediately discovered that the dresser had legs that were split in half, they opened the bed frame and it too was damaged. I have never had an experience such as this. Although I was refunded the fact that I had to sit with broken furniture for 2 months and after over 4 months I do not have anything I ordered. There is obviously a flaw in manufacturing which should be remedied immediately. I will never buy from them again.

I called PB and Capital One several times about the fees and they kept punting me back and forth, each claiming they could not do anything. The next month came and went and then the next, and now we have over $100 of PURELY just finance charges, which we have never been assessed a single time other than this experience, that kept compounding on top of one another. We called and let them both know that we were disputing the assessment of the fees and to please be reasonable and not lose a lifetime customer over this. The amount of my personal time I have invested in calling their intentionally sub-par customer service is worth ten times what they now say we owe (less than $60). It is the principal.

This used to be an upscale brand that we loved patronizing. I love having their furnishings in my home. Our daughters' entire rooms are PB Kids. I am completely disgusted by this company and am shocked at how petty they have become. The interactions with their team could be a reality TV show - they are shockingly inefficient and disinterested. The quality of their products has taken a major nosedive, their delivery times have graduated from frustrating to just not worth it, and now they cannot even treat their longtime loyal customers with any decency. There are SO MANY amazing brands to chose from, please take your money elsewhere.

I called back again. Waited on hold for at least 25 min. The rep listened to me then said they had to transfer me to another department. I gave them my number so if the call was dropped they could call me back. The call was dropped again. I waited for over a hour for a call back. No call back. I called again. Waited 20 min on hold. This time I got a agent who waited on the call till I was transferred. The person that got on the call Explained to me that they would be able to ship another table out End of December. I was not very happy with that response. I ordered banquet seating from Ballard Designs to go with the table they came in. No issues. Meanwhile I explained to them that I have nowhere to eat at. I downsized to a small place it only has the one eating area. I offered to take the base and have a marble person make a new top. They would not even budge on this. They said absolutely not.

I offered to take the base and put a wood top on it while they were having a new marble one built. Again the answer was absolutely not. First of all I was wondering what the table top was doing out of its original package how it got damaged between the time they communicated that they were 1/2 hour away. Did they break someone else’s and gave them mine. We pay 400.00 extra on top of the delivery charge for white glove.

Conclusion

I am extremely unhappy with their service and how they resolve issues.

I would never order from them again Or recommend anyone ordering a product from them that’s not a ready to be shipped item. This whole experience is extremely stressful as now I have my seating. No table for My family to come visit for Thanksgiving or Christmas Dinner.

Original: I placed order ** for $2766 for Emilia Tufted Rug on 4/29/22. PB Promised it for May delivery, then July, then August. In Aug I was told rug is in port, and would deliver in 2 weeks. In Sept, no delivery. I ask them to please deliver, they unilaterally accidentally cancel it and send it back, no one knows why. Supervisor Jessica ** promised to try and get it delivered since still at distribution. Promised to let me know asap. She then never responds to me. Instead reorders for MARCH 2023 delivery of the WRONG rug! I email her she ordered wrong rug and I cannot wait (now a year). She completely ignores me, never responds, and charges my card. The incompetence at this company is appalling. Moreover, they put a financial hold on my card for the $2766 every single month for 6 months. Will never buy again from this company.

Also, no one mentioned when I bought this in the store, nor did I read, that this couch recliner requires 6 outlets all to be plugged in at once, for all the chairs to work. I was not set up for that, and it will take some work to tape the cords up under the sectionals so you can’t see them as much. Also the couches would be impossible to maneuver alone. It requires 2 strong people to attach or move. Wherever it is set up, it will have to stay if you are single.

Fortunately, customer service said they would send me a replacement in a couple of months, but what if the next one they said has half as many defects… it’s still too many. I don’t want to be stuck spending so much on something not well made. It’s been really stressful. I regret going with this company. There are a lot of quality sofas out there for 1/3 of this cost, but not a whole lot of recliners. Praying the replacement exceeds my expectations, but not too hopeful.

As I await this process, my next step against Pottery Barn is small claims court. I am that MAD at them at this point. I also am ANNOYED that GOOGLE doesn't allow reviews of this company because I had no idea they were doing this to pretty much everybody. If only I had researched this company but I was fooled by the pretty store windows, the slick marketing campaign and the glossy adverts. Never Again.

We are still waiting for the curtain hanging clips, they seem to be lost in transit but the customer service rep we spoke with told us we had to wait 30 days after the last scan by Canada Post to even begin a process of refund and/or replacements being shipped it out. We tried to ask several times for clarification but kept getting talked over and then eventually hung up on by the rep. We now have $2000 worth of curtains and rods and no way to hang them. This is unacceptable.

We did however get a Pottery Barn delivery yesterday, a $1400 bedside table with drawers that we did not order and are still unclear about how to return this to Pottery Barn as the agent wasn’t very clear and we got hung up on before a firm resolution. We’ve put hours into trying to get a resolution with this order and are done with Pottery Barn. EVERY time we’ve ordered from Pottery Barn there has been some sort of issue/delay/billing problem/out of stock product.

ORIGINAL REVIEW: I ordered some furniture 2 months ago. That costed me 10s of phone calls, a lot of emails and we aren’t settled yet. They couldn’t deliver a furniture and they are still resisting to refund it. I asked Capital One to resolve the issue and now they aren’t allowing me to shop on their site. Long story short: shop elsewhere, and if you cannot, definitely avoid their “white glow” service. I had to deal some very pleasant delivery guys, too. Didn’t trust the other reviews and this is where I am now.

For a large company that is not cheap you would think they would be more organized and deal with this sort of thing in a timely manner. I would think twice about ordering anything from them on the off chance that you might have to return the items, they don't seem to want to return your money even when they receive the items back in the original packaging. Good thing there are plenty of other companies to purchase similar things from.

Every single week I call Pottery Barn Customer Service and I get redirected to different call centers, different delivery centers, different warehouses, ALL of whom giving me different information. One representative told me it had already arrived, another told me it was lost in transit, another told me it was still in transit. I want to cry every day because I have to sit on the floor and now I will not even have my couch for the holidays, and I probably won't even get it by the time my lease is up. This is literally the worst shopping experience I have ever had the misfortune of having. Please do yourself a favor and never purchase any furniture from them, they will keep your money and never deliver it and give you false information. Save yourself the pain and trouble and time.

Instead, I had to check the tracking website to find out if I had a delay. The customer service team were extremely unhelpful and did not give me any explanation for delays. This happened every week from mid-July to mid-August before I got frustrated enough to demand a refund and cancel my order. Upon doing so, I received notification from the Pottery Barn team that they were sorry and I could reorder my product (at this point almost two months late) for a discount (15%) and they would ensure no further delays. I took the offer, hoping for the best.

There were further delays. The same process of no information and last minute delays happened again for all of August before I was finally promised a delivery date. They delayed the delivery date only to move it the night before back to the original date. I had planned for a drop off delivery but they got the delivery type wrong and called me multiple times during a meeting trying to drop it off. I then found out only one half of my order was being delivered and the other half would not be delivered for another few weeks.

Since I was unable to accept the delivery at the moment being in a meeting and not at home (because the delivery was not meant to need me home) and because only half of the order was ready, I requested a delay of the order until both parts were ready and I was home. I tried to reschedule it, only to be told once again there was a delay in the parts arriving and I would need to wait further. Finally, I managed to get confirmation that the parts arrived two weeks ago and scheduled a drop off delivery for this week. They promised no further delays and that both parts would be delivered together.

This was very much not the case. My order finally arrived but only half of it did. According to the delivery hub, and in direct contrast with what had been shared with me from Pottery Barn, the other half of order had only arrived yesterday - not two weeks ago as Pottery Barn informed me. Now, I have to wait another two weeks for delivery of the second half of the product. By the time it arrives it will have been 4 months since I ordered and over 3.5 months since it was meant to arrive. While I like pottery barns designs and products, nothing could make me reorder another piece for Pottery Barn after this experience.

Called again today and spoke to someone who worked very hard to get me as much information as she could, but she still could not tell me when or if for sure my chairs would ever be delivered. I have ordered other furniture from several other companies this year, and it has all arrived on time. One company even offered me a gift card just because something was perfect with their delivery. But nothing from PB. West Elm's furniture arrived and I am pretty sure that they are owned by the same people that own PB. So why is PB so bad? I highly recommend never ordering anything from Pottery Barn as you will pay for it but never actually receive it.

So we have now had boxes of bed parts--which we could not have them assemble because we do not have space to have two empty beds waiting for months--waiting in the garage. Next time, we will order from Room and Board, which is where we got their cribs and toddler beds. R&B had a policy that if the bed goes on discount a full year after your purchase, they take it on themselves to send you a gift card for the difference. The absolute lack of customer service at PB is astounding and our kids are still waiting to be able to use their beds months later.

Also, even after you manage to find PB's customer service number, which is not publicized, you cannot find out whether its "white glove service" is offered until you have placed and paid for your order. So when this item arrives eventually I--a 72 year old woman, who was never a "fix it" person and who would have gladly paid for the white glove service-- will be stuck with putting it together or finding someone to help me. So I am working up a good hate towards PB, which I thought was a reputable company, but is turning out to be a bear to deal with.

We contacted customer service and asked for an exchange and for someone to come pick up this PUT TOGETHER piece of furniture. They told us we have to put everything in boxes again for UPS to come to get it. They told us this was a UPS product. Doesn't make sense. We said okay are you going to provide these boxes? NO. They want us to go buy the boxes... with no refund of the purchase of boxes. If you have white glove service listed for this product...then HONOR IT. Such a scam. If you can have someone come out and put items of furniture together then you can have a team come and take this down considering this is PB's fault!!! And they will not start the exchange process until they get this hutch back. Worst customer service ever. Terrible quality of products. No wonder they don't have anywhere on their site for reviews.

I have another online order that was due to arrive 9/19, but hasn’t even shipped yet and I’ve received no updates. I resorted to emailing the Williams Sonoma CEO and Customer Service VP nearly two months ago to try to get a response and STILL NOTHING. Their customer service number just leaves you on hold forever or gives you a separate number to file a complaint. Not sure how they will stay in business losing custom orders that are thousands of dollars and then apparently they don’t even care about losing customers. Worst customer service experience I’ve ever had!

Weeks go by and no refund. Instead, we get multiple calls for rescheduling another delivery! We go through this process another two or three times, asking for a refund, and being told it will show up in our account in 7-10 business days. Finally, after speaking with several representatives, I get a PARTIAL refund weeks late. I have to reach out again asking for the shipping portion of the refund (since this return was due to pottery barn's negligence). I'm told I'll get the refund in 3-5 days. A week later, I get a GIFT CARD with the remaining amount on it. I am so disgusted and offended at this.

I will never be doing business with pottery barn or William Sonoma again, so the gift card just adds insult to injury. The refund for shipping alone is over $250, and I cannot believe the audacity this company has to withhold their customer's funds when they failed to provide the items I paid for. I have been battling with this company for months at this point, and will be filing a dispute with my credit card company. I am so disappointed, as Pottery Barn does not seem like the name brand that would be incompetent in such simple matters. Do yourself a favor and pay more money for a decent company that will deliver on their promises and not keep your money from you.

I have been told multiple stories: my table is in a warehouse out of state in NJ, my table is in a warehouse in my state of FL, it's sitting on a cargo load waiting to be unpacked, it's packed and ready to ship to the delivery facility...and my favorite of this week: it will be considered LOST as of this Friday, 9/16. I am pretty horrified that I have been charged $3K for this item and nobody can seem to tell me why it has not made an inch of progress in three weeks, though it's supposed to be 'in stock.' I cannot cancel the order because it's not on backorder. UNBELIEVABLE! I'm extremely disappointed that I have been misled and lied to for a month. I will absolutely never order anything from this company again. I do not expect to ever receive the piece of furniture that I have paid for.

They said they’d route a new one to me. Then a third date of 9/4 was scheduled for delivery. We waited and it still never came. More countless time wasted on hold for customer service to get news that they still don’t have it and can’t give a date for delivery. Everyone I talked to gave me different info. Meanwhile, my child has been born and we still don’t have a changing station for our nursery due to the continued mistakes with Pottery Barn failing to deliver something we paid for and have yet to receive. I’m extremely disappointed in how this is being handled and that they aren’t doing more to get us this furniture that we really needed weeks ago.

On 2 occasions we were told they were going to contact the manufacturer to confirm status yet there was never a return call or email to inform us on status, just more calls on our point to follow up. With every call, we were told that once delivery was completed we were to call back to ask for compensation for our stress. The chairs were delivered 7 months almost to the day we initially ordered them. This in our opinion is unreasonable! Of course Covid was used as an excuse to justify the delays. Once the chairs were delivered of course there was a dirt stain on one chair.

We contacted customer service about this and for compensation, we were told we were going to be charged for the chairs as pottery barn put a hold on the charge of the chairs and were to be charged once they were delivered! We had paid for them when we ordered the chairs in February yet the agent insisted otherwise. Now we had to contact our bank to confirm payment on call pottery barn again! Extremely frustrating! We’ve spent hours on the phone trying to rectify all this! A 10% Compensation was given but we are not at all satisfied. The whole process has been terrible with the customer service being the worst I’ve ever experienced. If you are ordering a custom piece of furniture, please be prepared of receiving horrible customer service and longer than reasonable delivery times. Be prepared to hear every excuse you can think of. In the end, we will think twice before ordering from pottery barn again and would advise others the same.

We had an important function at my home at the end of the summer which required furniture so over the next three months, I waited on hold for hours to then speak with an agent who would promise to follow up by calling me back. That happened more than ten times and not once did I get a return call. Now, they have finally agreed to refund my purchase, but they refunded me $400 less than I was charged. I am such a loyal, kind and patient person but this has caused an incredible amount of unnecessary stress. I will absolutely never buy anything from a Williams Sonoma company again and strongly urge you to purchase elsewhere.

Four weeks long passed. I asked to speak to a supervisor and Monqueta told me I would have my products scheduled to ship no later than August 14th. Again that deadline passed. I finally got a call from the depot to schedule a deliver but they said they only had the bed, which contradicts what Monqueta said. The bed arrived August 19th, a month late and no dresser. After talking with Lisa who did nothing but get mad and had no answers, I called corporate and I am getting the same run around. The dresser has now been shipped to the wrong depot and they are working to see if a replacement in NJ is suitable to ship to me. Sylvia at corporate said she was checking a week ago and no update. I've spent over 10 hours on the phone with this company trying to get a product I paid for on May 28th and was owed at the latest July 13th. I just want my dresser for my little girl.

I have spoken with Pottery Barn no less than 6 times. I was told last week the mattress was finally in and the bed and mattress would be delivered this Friday. NOPE!!!! In speaking with Pottery Barn YET AGAIN on Wednesday it turns out the mattress is not in. I finally spoke with a manager who told me she would really look into this. I also spoke with the Pottery Barn delivery people and VERY specifically told them NOT TO DELIVER the bed this Friday because it needed to come with the mattress.

So guess what? Just got a call from the delivery guy who is outside my son's apartment with JUST THE HEADBOARD for the bed - not even the whole bed. I told him take it back since I need everything at once. I am now on hold -yet again - with Pottery Barn. And my autistic son is left still sleeping on an air mattress. This has literally been the worst experience I have ever had dealing with any company ever. No one seems to know anything or how to correct this situation.