Pottery Barn Reviews

I was charged for my furniture on May 28. It is now June 27 and delivery had still not been scheduled. They have called twice to schedule delivery but when I call crack they tell me no available delivery times in my area. Today they called me at 11:43 and I called back at 11:58 and they had no available delivery times. I asked the women what I was supposed to if I cannot answer the phone when they call (I am a busy person, I have a life!), she basically said I’d better answer next time! It took slightly over a week between the calls to got. At this rate, I’ll never get my furniture that I have been waiting for for months and have paid for!!! I will never order anything from Pottery Barn again!

About 2 years ago we purchased some furniture and lighting for our new home from Pottery Barn. Unfortunately, one of the pendants broke by accident on one of the lights which happens. I went to order (purchase) a replacement shade and they couldn’t offer one, I would have to purchase a whole new light ($500). When the same thing happened to a light I purchased at a local lighting store, there was no issue with replacing the glass. Hopefully, someone finds this useful when making their decision to purchase from Pottery Barn.

We ordered a PB Modern Wingback Glider & Recliner for our nursery on November 4th 2021 to be delivered in January before the birth of our son. January came and went, our son was born and did not have the rocking chair we ordered to use with him. Delivery got pushed to Feb-March. Then May. Then June. By this point I tried to cancel the order, but they wouldn't let me. Finally it was supposed to be delivered today (JUNE 25th!!!) and on the day of the delivery they sent a link to track the delivery. Finally! We were going to get the rocking chair we've have needed for the first 5 months of our son's life.

I ordered a sofa in April. Was contacted a couple weeks ago to schedule delivery, it was scheduled for June 16. ON JUNE 16 after receiving 2 different confirmations in past 24 hours, I receive a phone call saying the driver couldn't find the warehouse?? "Someone will call you within 48 hours to reschedule." I was out of town so when I returned I realize its been 6 days and no call. I get on the website to find contact info and it says it was delivered yesterday??! I contacted PB via email, no response. I contacted them this afternoon via phone and waited the very long wait time to talk with someone. I explain the situation, the person on the other end tells me it was delivered, I tell her, "No, that is what I am telling you, it was not."

I ordered a bed for my child on 5/3/22 with an estimated delivery from 5/9-5/23. On 5/26 was finally contacted to schedule delivery…for 6/22. Fine. I understand backlogs and staff shortage. On 6/22 they show up and only have half of my order. When I called customer service I waited 35 minutes to talk to a person (I have called customer service before and the wait time is always this long), then she put me on one hold after another I think because she didn’t know what she was doing. Then she blamed Covid for only half my delivery actually arriving. Nonsense. So I pushed and she kept saying she couldn’t do anything so I asked to talk to a supervisor. She informed me it would be a 15 minute wait…without checking she knew it would take 15 minutes.

I purchased 4 washable velvet twill pocket curtains 96” in length. Label says they can be washed. I washed them as per the label instructions in cold water and hung them dry. Each panel shrunk 3”. I called customer service and while they were very polite they were not able to allow an exchange/replacement because too much time had passed from when I purchased them. Very disappointed that after purchasing thousands of dollars on brackets and multiple curtain orders over the years that they would not stand behind their product. Buyer beware and do not trust their labels.

My husband and I purchased a dining room table to November 1, 2021. As of June 21, 2022 we still do not have the table. Dealing with Pottery Barn customer service has been the most horrendous customer service experience. The table was originally suppose to arrive January 1-14, it did not. It was finally scheduled to be delivered in March of '22 but was cancelled the day of delivery due to the top not passing some sort of quality inspection. We were then told that the table would arrive in June. We got an email the week of delivery date to schedule the "table base". My husband immediately called Pottery Barn who assured us the entire table would be delivered. The delivered arrived and only the base arrived.

I am so frustrated with Pottery Barn and their entire customer service team. I ordered 2 custom made leather sofas back in February. Delivery day came and I only received 1 sofa. I have spent the past 2 weeks speaking with a variety of customer service and delivery scheduling reps for resolution to no avail. The delivery center here in Denver apparently won't even reply to the reps. Now, they want to replace the one sofa, however, what happens when the dye lots don't match. They don't want to refund my money either. Even though I have requested every single time I have called, which has been almost everyday, no Supervisor/Leadership will speak to me directly. They just send chat messages back the customer service rep who has no authority to do anything. This is UNACCEPTABLE by Pottery Barn!

I received a Big Sur sofa and it has defective legs. I called customer service and after being on hold forever told them about the situation and they said they could send out a medic to fix it. We agreed on a date, I received a text message the day before saying they would be here at 1pm. I waited until 1:30pm and called (waited for 45 minutes), the lady spoke to the company and guaranteed me they would be there by 8pm, end of day for them. I waited until 7:30 and called (waited another 45 minutes). They told me it’s not their problem and transferred me to the people who were suppose to come l. After waiting on the phone again the next person told me they finished for the day at 5pm and I would have to call the next day. Worst service ever. Haven’t been able to get my sofa fixed

I purchased two York Deep Sofas at Pottery Barn. I went through the designer that worked at the store at the time. She came out to my home and recommended I get the Sunbrella Performance fabric because it would hold up the best. I decided to spend the extra money and was really excited to get these sofas. In the 3 years since I have had these sofas they have pilled and look very worn. It is just my husband and I in the home. Pottery Barn says pilling is normal and will not stand behind their product. I have never had a sofa that pilled. I am very disappointed in the quality and customer service.

I wish to complain about Pottery Barn failed delivery related to a sleeper sofa that I purchased on November 12, 2021 (order number **). The order was created by internal designer I worked with, Andrea ** (totally happy with her). I am complaining because we were expecting the item to be delivered on March 30th 2022. We were charged for this item on January 26, 2022. In preparation for the sleeper sofa’s delivery, we donated our old sleeper sofa a day before the delivery. On a day of delivery, March 30th, we were notified by delivery company that sleeper sofa was not being delivered as it was damaged in transit to the warehouse (way before our scheduled delivery date). The delivery company also stated that Pottery Barn knew of the issue in advance and should have notified us.

I ordered a Livingston Desk and Glass Door Cabinet on April 18th. I did not select the white glove service to save a few dollars. If you don't select White Glove I found out they send you the order piece by piece with no tracking numbers so you don't know when the pieces will show up. I asked customer support to hold all of the remaining items until everything was received which they agreed to do. The desk top was delivered yesterday and it was missing one of the side pedestals. It is now June 3rd and I still do not have my desk. It makes you appreciate businesses like Amazon where you get your orders on time and you know when it's coming. I have to say I'm done with Pottery Barn unless they compensate me in some way for this awful experience.

Still waiting for a table that was supposed to be delivered two months ago. Been scheduled for delivery twice only to have nothing delivered. Cannot get anyone to take ownership or supervisor to talk to. Terrible communication. Terrible service. Nobody can figure what’s going on.

Interesting that the order status coincides with being charged for the item(s). Per PB customer service, "the order billed once the pieces have left the warehouse or the vendor". I have ordered from other furniture companies around the same timeframe as this order, who charge a percentage up front and then the remaining amount once the item is delivered. I find this practice by PB to be questionable especially when PB is are not being held accountable for the delivery timeframe they put into the place. Basically I am to pay full price for item(s) with no definitive delivery date in place. Very frustrating PB and not a good look!

In July 2021 I placed an order of around $40K worth of Pottery bath furniture. Within that I was charged around $2000 for shipping. The items they had on hand were shipped immediately so I received a bunch of portions of sets to sit in my garage. The rest was backordered. 6 months later I received notice that they thought the rest of the items were ready to ship and the cost to ship those would be $15K additional. They also needed me to send information on all the items they had already sent. I told them that was ridiculous. I took all the photos and then the process began of trying to find a cheaper shipping option. A few months later we found shipping that I would have to pay another $7000 for. I was then asked to go and take pictures of labels again and send them to confirm what I had. We went through everything 4 times.

Updated on 07/29/2022: I ordered a Big Sur sectional & ottoman back in Jan 2022 and when it was finally delivered in May 2022, I immediately had to contact Customer service because sectional was obviously defective and of poor quality. After going back and forth, I escalated the defective furniture and the only option presented was an exchange of the sectional and return of the ottoman due to both items not meeting quality standards. Come July 2022, the sofa was ready for exchange and I had so many issues.

I am currently on hold with Pottery Barn as I type this. My frustration level is through the roof! I ordered a bed in February 2022. The delivery was delayed which is the least of my worries at this point. When the bed was finally delivered, the delivery people did not assemble the bed, they told me assembly instructions were in the box. I proceeded to open the box and found no directions. I called customer service, was transferred several times before someone was able to help me. Weeks later someone came to assemble the bed. It is a platform bed and after I put my mattress on it, I noticed there are large gaps between the frame and the mattress. You can see the slats of the frame with the mattress on it. I have a standard queen mattress and ordered a queen bed. A third party furniture "medic" came to look at the bed in March after I brought my concerns to Pottery Barn's attention.

Sept 2020 we purchased a Banks Extending Dining Table. The first we received we returned for the larger version. During the 2 wks we had the original table a hole appeared in the leg. This should have been the first clue about the lack of quality of this item. We received the second and moved on. This table is in a second home that doesn't get used very often. Over the next year I noticed the finish wearing off the table top. Since this wasn't in our main home I keep forgetting to call. Last weekend it looked worse. Today I called and was told that it is outside of the 1 yr Warranty and I can get a touch up kit plus a 15% discount on a future purchase that is NOT furniture. Insulting much? Could it be that quality control slipped during Covid and I got crap furniture? PB furniture has lost its allure of Quality. It is no longer perceived as high end or nicer than. Just another over priced place.

I am very disappointed in Pottery Barn and their customer service. I purchase the Hart Round Reclaimed Wood Pedestal Extending Dining Table, Black Olive, 63" - 79". It was delivered on 4/5/2020. We have never moved the table and have only used the built-in extender maybe 12 times at the most. We recently had a dinner party and opened the extender to allow for enough people to sit around the table. As the night went on, the top of the table became loose. It was easily moved by only resting your arms on the table.

I had found just the chairs I needed to complete a sitting area off of our dinning room. Since they were exactly what I wanted I went ahead and purchased 3 chairs on 11/3/21 with a delivery window of 3/4/22 - 3/18/22; I was willing to wait and agreed to those terms. In March I spoke with a someone in the store regarding the order, she suggested I call customer service. I spoke with several different customer service reps over the course of a couple of weeks in early March. They explained that they would reach out to the vendor with an update.

UPDATED 5/22/2022: I wrote a review earlier this month on 5/5/22 about my ongoing negative experiences with Pottery Barn. Shortly after, a brand representative reached out to me and requested I email their elevated support team with the order details, which I did. The response I received to this was the same as I'd received previously, empty apologies and no help at all. The issue remains unresolved with no end date in sight, except now I've wasted even more of my time. WASTED TIME, WASTED $$.

My first Pottery Barn Couch I bought at Goodwill and had it for years. I loved it. I am a nurse and a single mom. I saved up money working lots of overtime during this pandemic and finally purchased my dream couch this time new from Pottery Barn and waited months to get it. When it did arrive it was a disappointment looking at it. It looked normal but when you sat on it the armrests were so poorly made you could feel the hardware that build the couch underneath throughout the entire armrest. To put your arm on it for any period of time would end up hurting your lower forearm from sitting it on the hardware.

I regularly purchase from Pottery Barn however recent experience means that I won’t be buying anything that I don’t get instore directly. Extremely unreliable. In February I bought 2 Palmetto outdoor chairs and a matching coffee table. A big order for me. Immediately I was able to book in a delivery date of 30 March. On 30 March I was home and waiting but no delivery.. I called transport company but they said no goods were available when they went to pick up.

Returned bathroom hardware June 2021 as 1 piece back ordered till 2022 if then. Cancelled order for that piece when Others returned, July 2021. March 2022 backordered piece delivered without notice… Missed 30 day return as out of town for 5 weeks. No refund, only gift card. 3 calls to customer service resulted in extremely long waits and then dropped calls. No resolution. Credit card charges unable to be explained by customer service. Letter to corporate sent.

We ordered a custom sectional for $10,000. I once supported a completely new table building company on kickstarter, and never actually received the table after one of the partners took all the money. This experience with Pottery Barn feels like that. Supply chain delays would be fine. That’s totally understandable. It’s the complete lack of communication or responsiveness and the idea that no one actually knows what is going on, they’re just passing you off to bide time. First, we had a consultation online for advice on designing our shape and choosing fabric. They told us to take pictures, measure things, etc., and email the person we worked with. We did. They never followed up. We sent a follow up email. No reply ever. It turns out, this was not a fluke, this is the standard.

We have been long time Pottery Barn customers, but recently I have found that their customer service to be non-existent and their practices to be dishonest and unethical. I believe they focus solely on marketing and advertising and don't care if a customer is dissatisfied. In February 22, I purchased an outdoor furniture frame and cushions that was supposed to be delivered in March 22. In April 22, I had received no updates regarding shipping or delivery. When I checked the website I found that the cost of the set had gone down by almost $1000. I asked for a price adjustment since the set had not been shipped or delivered. Of course, they refused. After almost 2 hours of "hold" time I was able to get them to cancel the order so that I could re-purchase at the lower price.

I ordered a leather Shasta bumper return sectional in November. When I ordered the salesperson told me the order would not be fulfilled until March. I said that was fine because my construction would be finished by then. In March I checked the receipts of my order to find that the delivery would not be complete until April 12. I was going away on the 14th and never received an email or call so that prompted me to check the status. When I check there was an apology notification attached to another extension which is now May 4th. I am so frustrated now in a room with one chair and a coffee table because my sectional never arrived and the delivery is extended now until May.

We purchased a rocking chair at Pottery Barn because we thought it would have better quality and would provide good customer service. Not even a month later, the rocking chair started squeaking. We’re moving so I recently reached out to pottery barn customer service to see if there’s anyway someone can come out and disassemble the rocking chair. Apparently, I have been misinformed and was told yes someone can come out and disassemble it no problem. After waiting for days….Now, I am being told that it’s not part of the service. Okay, so I asked for instruction to disassemble the rocking chair. Unfortunately, they do not have the instruction! I expected better quality and customer service for how much we paid for this rocking chair. Disappointed and frustrated but now we know.

I ordered a custom couch on Pottery Barn's website on October 1, 2021. It said it was going to take 3 months and it would be delivered in January 2022. Today is April 20, 2022 and I still have no couch. I have been going back and forth with them through email because you can't speak to anyone and no one will call me back when I request to actually speak to someone. They tell me it will take 7-10 business days, yes business days to get an answer. I mean in today's day and age you would think it wouldn't take that long to get an answer but apparently, it does.

I purchased recliner through Pottery Barn for $937.65. I noticed the material is coming apart at the seams on the back of the recliner and the side area. I noticed the flaw only when I moved the recliner, not something I do every day. When I contacted the quality control to find a resolution I was told that I missed their deadline, they only guarantee their products for one year after delivery. I missed the deadline by 3 weeks! If you manufacture quality products you would no need to have one year warranty - only junk furniture should be guaranteed for a year. Do not purchase from Pottery Barn if you are looking for something to last longer than a year!

We purchased a Dearborn reclaimed wood desk for $900 from Pottery Barn. The drawers fell apart and the wood was disintegrated. We were also unhappy because we were unable to return this heavy item to the local store as it was purchased online. Per customer service online and in store are completely separate.  It was a stressful process repackaging for UPS pickup.

We ordered a storage bed for my daughter in December 2021. It took over a month to get to us, but that was fine, I understand shipping issues. Within three months of normal use, however, the desk would not push all the way back in and her drawer wouldn't push in either. It was not filled with particularly heavy things, either, just clothes. For the price of this bed, I expected it to last. Instead, we got the same level of quality as IKEA for three times the price.

Here's my Consumer Affairs review: Lesson learned, I should of checked Consumer Affairs before making a big ticket purchase from Pottery Barn. I hope this review will save someone from making the mistake I made. I purchased my sofa in November 2021. It had an estimated delivery of mid-March 2022. I received an email notification in early February stating that due to supply chain issues the delivery was pushed to mid-April. On February 16 my card was charged the full amount of the sofa indicating the sofa was shipped. I received an email on March 18, stating my sofa was ready to schedule for delivery. I scheduled the delivery for March 22 and received confirmation my sofa was being delivered on March 22.

I purchased the Elliot Shelter Upholstered Headboard, King, Performance Heathered Tweed Pebble. I was told it was a Custom Order so it took 6 months to get. When it arrived the gentlemen delivering the bed did not speak English, their dialect was so thick my husband could not understand them. They did not mount the new Headboard to the bed. They just stood it up behind it. When asked why it wasn't mounted the only word my husband could understand was "screws". I don't think they had screws. But I paid $200 to have this bed white glove installed. The second issue was the headboard did not "hug" the bed. In fact there is a 7 inch space between the side rail of the bed and the bed itself. The bed measures correctly for a King Size bed and the Headboard I ordered was for a King.

I ordered the Sanford console table from the pottery barn website. I was shocked by the poor quality of the product I received. It required assembly with pre-drilled holes, but many were off. I had to loosen all of the screws in the piece that had come already screwed in to get it to fit together and then force the pieces onto the metal frame. In the end, not all of the screws would fit, but enough to keep it together. This was similar quality to pieces I have bought from Wayfair, but at a much higher price point. I expected much more from the Pottery Barn brand.

Pottery Barn reached out and were able to address the issue. Very glad it worked out after a year of escalations. Again they have great products. With Capital One as the finance company they will be able to fix their finance department too.

I recently purchased the Fillmore 4-In-1 Convertible Crib in simply white and I am very disappointed with the shade. The photos make it seem like it’s pure white when in reality it is at best beige. Very unsatisfied.

Pottery Barn reached out to me and they made it right. They delivered our couch and ottoman today!

A number of years ago, I bought 8 outdoor Taylor Sconces for my home. One of the globes broke and I need to replace it. I contacted Pottery Barn multiple times and was told initially that they would replace the glass globe. NO action. I recently tried again via email and was told that they cannot replace the globe but that they would give me a 10% discount on repurchasing an entire $249 fixture. Not only is this unacceptable but it is environmentally unsound. For a company that promotes its sustainability practices, this is outrageous to think that a part cannot be replaced but an entire fixture would need to be replaced. This is environmentally and economically UNsustainable and unacceptable. Thank you.

We ordered a Reed 24" Single Sink Vanity from Pottery Barn Summer 2021. When it arrived, the hardware that was necessary for assembly was missing. We called Pottery Barn multiple times and were told on multiple occasions that they had reached out to the applicable department to ensure that the hardware for the vanity was sent to us. No hardware ever arrived. We then worked with a customer service representative to send us an entire new vanity.

A representative from Pottery Barn reached out to me and made it right. I appreciate the personal attention. Also, the light fixture is truly beautiful. It came very fast and was in perfect condition. I have updated my experience to reflect my satisfaction with the resolution. Had I been able to get a refund immediately, it would have been 5 stars for sure.

We ordered a table lamp for our den. We realized it was too small for the area and returned it to Pottery Barn's Return center by UPS. I paid $249.00 plus tax and shipping for a total of $283.02. The refund received back was $239.53. That is less than the original price of the lamp. Customer service had no idea why the return was less. She stated that shipping was $30 when I originally paid approximately $12.00 to receive the item. She didn't think tax was a returnable item. Really? I find it hard to believe that Pottery Barn is paying the state tax on an item that was returned. Totally disappointed with Pottery Barn!

We ordered a sofa, chairs and a rug in September 2021. We were told they would be available by December 2021. It is now the end of March 2022 and the two chairs are still not available. We keep getting the run around regarding when they will be available for delivery. We spoke to customer service leadership in February 2022 and were told they would be available by this week. We checked with Customer Service and were told the chairs were in and we scheduled delivery for Sunday 3/27/2022. We received an e-mail that only showed the sofa and rugs would be delivered. Upon speaking with customer service the chairs were still at the port in LA and not available yet. This is ridiculous. These people will tell you anything to not have you cancel an order. We will never shop at Pottery Barn again.

Let me start by saying if you're looking at the Livingston Bed Collection, do not order it, you will not get it (even though the pottery barn.ca website says it in stock and ready to ship - 2 weeks). It’s been over 4 months now and the countless hours I have spent with support or lack of, is beyond words. Pottery Barn support doe Not even know who their vendors are (the ones making/delivering the bed) they only know a vendor number. If you want an update, support can’t help you and they can’t talk to the vendor making your furniture (that involves a support ticket to PB management and then they will reach out (that won’t happen either).

They have 1.6x of my original purchase as pending charges on my card. They said it’s how they charge as they ship. Crazy that they can block on your card more than your order. Horrible process and service. This is going to go on for months as some items aren’t schedule to deliver until May. Called and talked to 3 people. Won’t buy from here again.

We all know there are supply chain issues. This is why it’s responsible for companies to accurately and fully represent product availability when asking customers to make what they, PB, require to be an irreversible decision. The order we placed for a Cardiff arm chair was represented as available by April. We placed the order. It has been delayed two times now out to late May. It’s represented as “back ordered.” Yet, in the PB website the chair is represented to be available in June to a new customer that will be required to make an irreversible order. How is that a chair that is now delayed 5 months for a customer that made a December purchase will be available in June for a customer placing an order in late March? PB tries to get a lot right - planting trees, sourcing sustainably etc. But it’s falling short here.

Pottery Barn apologized profusely and issued us a partial refund on the furniture, which was nice. We finally got the furniture and it is very nice. Now I have to admit I am feeling pretty guilty about how angry I got and am scared that the refund we got was at the expense of someone else. I sure hope not. I just wish that companies paid their workers more so that things like this would be less likely to happen, or that this furniture would have been made here in the US to avoid the three-month shipping delay. Overall, we are satisfied with PB’s response and might even buy from them in the future (from the in-stock offerings on their website only, of course :)).

This is the first and only bad review I’ve ever written publicly, and I hope it saves you reader from undue stress. I was pleased to order from Pottery Barn Teen, a loft bed for my daughter for Christmas. I placed the order (over $2000) in November for December 24 delivery…and here is where the fiasco began. The delivery team unloaded broken pieces and so I refused delivery until all 5+ pieces could be delivered at once in good repair. After 4 delivery attempts (it’s now March), and hours spent on the phone with customer service reps in both customer service and delivery, they still do not have the order reorganized for shipment in totality. Each time I have my hopes up about the delivery, the driver arrives with incomplete shipment or broken items. It’s ABSOLUTE CHAOS!

I purchased this rug in November. The only good thing about this rug is that it was delivered quickly. I went back and forth purchasing this rug because of the $700 price tag but decided to get it based on the handmade environmental claims. Big mistake. This rug sheds so much everyday everywhere. It is literally falling apart and is on every item of clothing I own. The rug fibers are all over my house. It got so bad I had to move it out of my family room and into my bedroom. They say on the website not to pull out the loose strings but to cut them. So I am literally trimming my rug almost daily. My overstock rugs at a fraction of the price are a thousand times better in quality. The material of the rug is soft but collects dirt and is impossible to clean. After only three months old it went from ivory to a dingy gray. Horrible rug and such a disappointment. I will never order from Pottery Barn again.

My mother purchased the continental world map quilt (queen with two shams) back in September 2021 to make sure they had adequate time to arrive before Christmas. The bedding is GORGEOUS. My son loved it, and we put it on his bed the first week of January. I was very nervous to wash it because it has such bright colors. I followed the care instructions on the tag and website.

Purchased cot on 2/1/22. Aware of 6w wait on product. After 6w wait had been and gone, and no contact from PB, I contacted customer service for status of item. Was told the cot was lost on a shipping container between NSW and QLD. Waited another 2w. Contacted PB again to be told it’s in QLD but there has been a warehouse issue. They just need to organise external delivery company to deliver. Still no product arrived. Went into PB store and was told cot is still in QLD and will reorganise delivery. Got a text message to say cot will be delivered 14/3/22. Got a text message from delivery company to say cot was delivered, however, nothing had arrived. Rang delivery company and was told there was no product for pick up and to ring PB. No answers on solution, just excuses of logistical problems. They take your money and do not deliver goods. Do not purchase from this company!

My purchase of the Pottery Barn Livingston bedroom/office furniture arrived 3/6/2022. I ordered it the first week of September 2021 with an estimated arrival time of Nov/Dec 2021. After a 6 month wait we were pleased to get the 8 pieces ordered. The furniture had 2 damaged pieces but they allowed me to keep what arrived until replacement pieces arrived which I was pleased about. The delivery men did a great job carefully installing it and I am very pleased how the modular pieces all connected to give a great uniform look.

Purchased a sofa on 09/12/2021 with estimated delivery time of 01/17/2022. Had to email the customer service when the sofa is nowhere to be seen 02/01/22. All I was told was they will reach out to their “vendor” and get an update. After one month (02/17/22) waiting for this vendor to reply, I figured out that I might not be getting this sofa anytime soon. So when I requested Pottery Barn to cancel my order for me, they told me I cannot submit any cancellations until the delivery has been delayed for more than 30 days and what makes it even more laughable is the cancellation is only a request to the same vendor that won’t reply to the update

We ordered a sectional last September. We’re told it would come in Dec then we were informed it would be March. We Got charged in Dec and called to see why, and learned it was shipped in Dec. as we were originally told. It took almost 6 weeks to actually get it delivered, we had 3 different scheduled deliveries. They cancelled the first 2 deliveries minutes before they were supposed to be here. Never mind the inconvenience of it all, but the second time we waited at home all day only to learn when I called them they were not coming.

I ordered an item to be sent directly to a gift recipient on December 27, with an estimated delivery date of January 10. Never received any further notices until I went online on January 7, and saw that the delivery date had been changed to February 10. I immediately contacted PB to cancel the item and was told that they needed to request permission from their third party vendor (who I did not order from!). No further notices until I follow up and am told my request has been denied - and there is a new delivery date of March 5. I have spent January and February trying to cancel an item that had not shipped and was constantly told it was out of their control - they are at the mercy of their third party vendor! They suggested that I just wait to receive and return it, though I constantly reminded them it wasn't being sent to me directly. It is ridiculous that this is the response you get from an established retailer.

PURCHASING THROUGH THIS STORE WILL LEAVE YOU WITH AN ULTIMATELY USELESS PRODUCT AND A WASTE OF MONEY. Don't EVER buy a bean bag from this store! It comes with a lock on the zipper and if you misplace your keys to open it, there is no other way to unzip the cover and wash it. The 200-dollar bean bag that I was gifted is now useless. No other website sells replacement keys and if you contact customer service, they will give you the runaround. I have been talking with them all week to get separate answers on how to get a replacement key.

We placed a York Slope Arm sofa order with Pottery Barn in July 2021, our order was expected to be received in December, then the order got delayed without any notice to expect delivery date in May 2022. That’s 10 months waiting for a sofa. We had to call and check on the status to find out it was delayed. When we wanted to cancel the order, since it was delayed I have to call them multiple times to get the order cancelled. The order wasn’t even shipped out and they charge us for shipping. Again, I had to contact them for the shipping charge and they won’t refund to me. It’s stressful dealing with Pottery Barn. I will not order anything from this place again.

Placed an order for a clock in January 2022. They said it would be shipped at the end of February due to being back ordered. Then the back order shipping date was moved to August 2022 w/o informing me. Almost 8 months after the original order. Out of 5 orders, I have 4 items on backorder that the backorder dates keep being moved further away without notification from Pottery Barn.

In early January 2022 ordered online four pieces of bedroom linens that were sold separately but were a set. I then received a notice that one part was about to ship and the others were going to ship in May. I called and canceled. I was told it was too late to cancel the one item, that it had already shipped (although that's not what my tracking screen said) so I had to call again and go through the return process. When I canceled the rest I was told Pottery Barn would notify its vendor. When I called the second time to get the return label for the first piece, I again stressed the rest of the order was canceled. Now in early February I get a voicemail message from Pottery Barn saying the vendor "would not allow cancelation." I called and was told the same thing. This is totally wrong. As a lawyer it makes me want to scream. My contract is with Pottery Barn. Whatever Pottery Barn does with its vendor is its problem, not mine.

I ordered 3 bar stools in August 2021 with expected delivery in December and would be charged at that time. In December I was charged for the items and expected delivery would be imminent. I called customer service to inquire about the delivery date based on the charge and was informed potential delivery March 2022. I explained to customer service agent I was told I would be billed around actual delivery. She informed me that was not the case. It was when stool were produced in China.

I purchased two Theo Stripe pillow covers in June. I noticed the fabric on one starting to unravel but dismissed it because I thought the pillow cover was discontinued. I had bought two so wasn’t certain what to do. If I returned one, I’d have a mismatched pair. Now the pillow cover is completely separated on one side. I have to turn it to the bottom so no one can see the flaw. The other day I noticed the pillows in stock again. I thought, “Hurrah! I’m saved!” When I spoke to the associate she told me that since I was past the 30 day return window, there was nothing they would do. In a snarky tone, she told me if I had searched online I would’ve found it.

Ordered a robe with delivery date of 02/14/2022. Called to check on it and was told it was on back order which is not true because I wanted two and was told they were out and I could only order one. They gave me a new delivery date of the end of June. Will not let me cancel order and said I have to wait until shipped.

I ordered my entire master bedroom furniture from Pottery Barn. Three months later and still waiting. There is a lot online that is ready to be shipped that was not available when I ordered. I have replaced some of the items with things that are ready to be shipped and they charge $299 each time. I have so far paid $999 in shipping when I should only have to pay $299. I even asked for them to send it all at once and they refused. Furniture is nice, but not worth the headache. Buyer beware!!!!

I needed to replace my living room furniture after my house was set on fire by a roofer who was repairing a leak. (That's a whole other story!) So I ordered two sofas and an easy chair and requested that they all be delivered on the same day so that I would need to take only one day off from work to await delivery. Here are just some of the things that happened: 1) When the delivery was not made on the promised date, I called and was informed that no date had ever been promised; 2) When a second delivery date approached, I was informed that "only one of the sofas could be located. We have no idea where the second sofa is." I decided to wait until the delivery of all three items could be made on the same day;

I purchased a table and 6 upholstered chairs last spring. Around Thanksgiving I discovered a manufacturing defect in one of the chairs. I contacted them and they said nothing could be done. It was within the year guarantee for manufacturing defect. Contacted again with same answer. No explanation as to why they won’t honor their guarantee. Just denial. So frustrating

Be aware of the FRAUD. They will try to charge you twice. They will try to commit a fraud against you by saying you didn't make a payment and withhold the delivery. The worst experience. I purchased a dining table set over 5000 dollars in July 2021. I made a full payment last year. However, Pottery Barn has not delivered the furniture (It's Feb 2022). NOT ONLY they have not delivered the furniture, BUT ALSO they claimed that I did not make a full payment. The manager at Scottsdale location is awful and kept yelling that they did not pull the money. THIS IS ABSOLUTELY INCORRECT. I received the confirmation from AFFIRM that I made a full payment in OCT 2021 and I also have bank statement that they have withdrawn money.

I had placed an order on Oct and was told that I would be getting my items by December and it’s been more than 4 months. They keep pushing the date by a month. Stop making excuses for Pandemic. I have ordered from Crate and Barrel and CB2 and they are coming from US but get delivered much faster. Pottery Barn has the worst customer service I have seen. I have emailed and it’s been more than 3-4 weeks and no one has even responded to my email. I would never ever recommend pottery barn to any Friends and family. It has been such an horrible experience and I regret the day I made a purchase with pottery barn.

I spent over $4,000AU on an order back on September 5th 2021 only to receive half of it. Every time I call to get help with refunding or tracking down where it is, I simply get no help at all. Where am I meant to put my daughter to sleep?? 6 months later and still no response to me or my lawyer! Pottery Barn needs to stop sending out sale emails and fulfill the backlog of orders! This company should be shut down.

I ordered my daughter’s new bed on Nov 7th. It’s February and I’m still waiting! She is sleeping on a mattress on the floor. I’ve called twice and emailed twice and nobody can seem to help me! I keep getting the same answer it’s waiting on side rails, which is strange because the bed DOESN’T even have side rails. Soooo frustrated. I asked for a refund and was told it’s too late in the order. Well, what if the order is never coming!? Each time it says the delivery date, then the date goes by and I get a new delivery date. Absolutely terrible! I love Pottery Barn products, but I won’t be buying anymore! Ridiculous!

I ordered and received a magnolia wreath from Pottery Barn. Took weeks to come and still do not have all of my order... one item has been backordered until March. I am not concerned about the delayed delivery but rather the photo of the wreath on the website. The photo gave a full wreath with a nice abundance of leaves. What a received was a poor poor representation of that wreath. Not only did I pay for the wreath, but of course shipping is $29.00 on top of the price of the wreath. Pottery Barn's comment on my concern is that they cannot refund shipping. I would suggest if they cannot represent their product line accurately on their website they should not be selling it. We all know that Pottery Barn is expensive to begin with and now I have learned that they poorly represent their product. I will not be shopping here again.

Similar to another reviewer, my wife purchased online the table and it was a 3 month delay in shipping. Then when the timeframe came, PB pushed back the expected delivery. Finally we got it, and as with another PB product we ordered, it had terrible instructions, many pages not stapled together, and some of the screws were welded together out of the box!

After shopping for days for a specific need-MACHINE WASHABLE SLIP COVERED SWIVEL CHAIRS, I finally came to Pottery Barn in Raleigh North Carolina at Crabtree Valley Mall. The assistant manager (at the time), Brett told me which fabric to get to meet my needs. I specifically asked “is it machine washable and able to be bleached?” The answer, “yes!” I paid way more than I’d planned to but I needed those specifics for my space. I have 4 young children.

I ordered a “deer carved wood wall art” on 8/25/21 from Pottery Barn, and paid in full with a gift card. The total with shipping and tax was $709.96. The estimated time of arrival was around 3 weeks. This has been delayed at least 5 times, and it is still on backorder. It has been 5 months! I have contacted customer service by email or phone 8 times. I have been told I would get a refund at least twice, and then when I call or email back it’s like I’m starting all over again. After this amount of time I just want a refund. Obviously they have a problem shipping the item. This is a terrible way to treat a long time customer. I am very dissatisfied.

Pottery Barn honored their merchandise credit totalling $541 after discussing the transaction on this site. I am pleased with the results.

I ordered a crib and the two conversion kits that come with it in July 2021. The estimated delivery date was projected to be Oct 19 - Nov 2 which was fine with me because although my due date was Nov 17, I already made plans have my daughter sleep in a bassinet in my bedroom for the first few months. Almost immediately after purchasing, I got a notification that the delivery window was pushed back to Thanksgiving. After that, I would periodically check my order status and would see the date pushed back with notifications sent 2-3 weeks later. I started checking the website weekly due to receiving delayed notifications after that. I just checked my order status today and the crib is now estimated to be delivered Apr 6 - 26.

I was excited because this was from Pottery Barn and the drawers were described as being a dovetail construction. The doors are cheap Fiberwood and it is not all wood. The quality of this furniture is worse than something I would pick up on sale at Walmart.

I purchased the Reed Open Floating Shelf, Antique Umber, 36"W x 12"D x 12"H #1613539 that was noted it was on clearance. When I received the item it looked much different than in the photos and description on the website. On the website it looked like nice warm smooth wood. What I received was an ugly distressed brown and grainy wood. I attempted to return the item, however I was notified that it was non-returnable. I was unaware that this was a non-returnable item and nowhere on the webpage for this item does it explicitly state this. One has to expand the returns dropdown to obtain the following: Final sale items (with prices ending in $.X7 or $.X9).

Unfortunately, I can't rate lower than one star. Nearly a year after I ordered furniture, I'm still waiting for a dresser and the replacement of a badly damaged chair that they, for some reason, thought I would accept. The delivery dates provided on the website are dishonest. They really should just list item delivery times as unknown as the times are not based on any real information other than how long they think someone might be willing to wait before they notify you multiple times that it's delayed. I would never have ordered if I had been given honest delivery timelines. They, of course, blame COVID, but clearly this issue with the Williams Sonoma brands existed long before the pandemic.

I agree with the reviewer who stated that there seems to be a reason PB does not allow reviews on their site. I would add to this that they don't even offer an option to chat with an agent but somehow you can chat with a designer. I can't decide whether this level of cluelessness is funny or not. In terms of my experience, I ordered several items (Christmas stockings, stocking holders, guest towels) on Thanksgiving. Although the status showed "shipped" a few days later, my items never arrived. PB just kept updating the status to show est. delivery going from Dec. 3, Dec. 7, Dec. 10, Dec. 14, Dec. 17, Dec. 20, Dec. 21, Dec. 24.

This is the 2nd time I place an order online at Pottery Barn Kids and I am extremely disappointed with their delivery dates. It was first noted that I’d receive my order in 3 weeks, from 3 weeks it now went to Feb 15th which is another month. It is one of the worst companies for online orders for sure! Never ordering again from Pottery Barn!

I received a gift (Pottery Barn product) that I had no use for. I contacted Pottery Barn and they promptly sent me a mailing label for the return, at their cost. The item was verified as returned on November 19, 2021. As of today, my 4th call, no one can tell me when my refund will arrive, or even if it will. It is allegedly under review. This information rec'd today after being told two weeks ago that it was already mailed (gift card) and I would receive it in three days. Very disappointing! We have been fans of the company for three decades. Our bathroom is furnished with PB cabinets, mats and towels. This is likely the end of our relationship with them.

I ordered a children's activity table on 26 NOV for my grandson's Xmas gift, with shipping noted to be between 10-13 DEC. It didn't arrive. Rec'd another email that shipping was est 20-22 DEC, it didn't arrive. Another email was that it had arrived at warehouse and would be delivered in 5-7 days. It still has NOT arrived. I've spoken to two different CS Reps, the first said customers should realize these are ESTIMATED dates. The second told me it was at the shipping center and gave me the phone #. I was then told by the "shipping center" it had with Ryder, their delivery service and that it had arrived there on 22 DEC. It's now 6 JAN and I called Ryder Delivery to be told the first available date was 20 JAN. Horrible delivery and communication. Given the prices and shipping issues, I will gladly take my business to a local business from this point forward.

Ordered a new buffet cabinet back in October, full well knowing that it would take a while to be received in Hawaii where I live. However, I received an email in early December saying that the product had been delivered to my home… It was not. Spent the last three weeks dealing with somebody in customer service trying to track the item down. I was told that it was in Las Vegas being ready to ship… Turned out it was not. A few days later, I received another call informing me that there was a surcharge to ship to Hawaii and that I would need to call customer service to arrange shipping for my order…. I paid $400 to have it shipped when I originally made the order.

Updated on 01/06/2022: So I did get a response from Pottery Barn on my order. Instead of January 7th it is now April 2022. That's 7 months. They did give alternative to other tables, but we already bought the chairs, so we now need to just wait. This was a gift from my son and his wife, and we really liked it. I am so glad we did not get rid of our current dining set. I will never order or refer products from this company. However there might be someone out there that doesn't care how long it takes to receive items ordered. We never got any notification that the date range of delivery was changed. Today is the 6th. It took a rating on ConsumerAffairs to hear anything. I can't say it's resolved, but there is not much to do but wait. Thanks.

There is a reason Pottery Barn doesn't offer reviews of their products on their website, they are crap! I ordered some decorative pillows for the winter season mid-October and didn't start using them until after Thanksgiving. I recently discovered that one of them is defective. It wasn't sewn properly and is coming apart at the seam and unrepairable. I called customer service to see if I could get it replaced and they told me I couldn't get a refund or replacement because it is past their 30 day window, even though the product is still available. That is unacceptable, the item is defective and should be warranted for more than 30 days. They don’t stand behind their products and I’m done buying their overpriced junk!!

I ordered this gorgeous dresser in October for $1299, Plus $93 tax, Plus $249 for "white glove service." It arrived with one of the drawer rails completely missing (it was inside of one of the drawers). Two pieces (a screw and a flat plastic piece of the rail) actually fell out of the furniture when it was being delivered. Only two of the drawers shut properly, and they were wobbly and cheap.

Do not order a custom sofa from Pottery Barn. It has been 6 months since we ordered our sofa and have received an email stating that it will be estimated another 2 months longer since it is back ordered. After talking to customer service we were informed that they would request a cancellation from the vendor but 95% of these requests are denied. We shall see what happens but do not order anything custom from PB since they can't or won't control their vendors. When ordering it stated that the sofa was nonrefundable but due to the delay the email stated we could call and change our order. This is very misleading since when you call you are told they have no control over it.

The price for this item (8140391) is listed on the website as $149, which is the amount I paid. However, the box received with the item and the skew number is $129. It's such a rip off that Pottery Barn raises the price on the website by $20. I contacted customer service and waited for someone to help for at least 30 minutes and was told there was nothing they could do. Pottery Barn should remove the original price of $129 so at the very minimum customers don't know they're being ripped off even when they are. I like the item, but it leaves a very unpleasant note in my mind that Pottery Barn does this to customers. I have saved a photo of the skew.

This is the second time I’ve experienced an item, that we ordered twice, had to wait for understandable supply chain delays, yet the item went missing during our delivery day. How is a furniture item not verified by location physically prior to scheduling, how if it’s there for scheduling, does it go missing during delivery? Same rationale with crib and West Elm, scheduled delivery and lost item an hour into delivery window. This is either a system fault or deceptive business practices. I have a full document trail on it. I have a baby, stressed mother and no nursery furniture we’ve been working on for months. Our better bet would be to go to a reputable reliable company for our nursery furniture. Issues and similar occupancies such as the above since September. Buyer beware.

Updated on 01/09/2022: I wrote a review recently here and was asked to direct message Charlene at Pottery Barn regarding my issue. I sent her all the proof to support my refund request in my direct message to her. The response message to me was someone from the next level of customer service would be in touch with a couple days. It’s been weeks again. Why is getting your money back for returned merchandise so difficult. This is so disappointing.

I purchased the Sheridan Entryway Mat because it was advertised as being machine washable. When I washed it for the second time, the rubber started burning and almost caught fire. I do not think this rug should be described as machine washable. I called Pottery Barn customer service and was on the phone with them an hour for a supervisor to tell me there was nothing they could do because it was past 30 days. This doesn't seem reasonable.

On November 27th I ordered 7 matching personalized stockings for my family and to decorate my mantle. On December 12th I received my package, however, it was short 3 stockings. The email confirming my shipment was sent, and stated in error, that ALL 7 had been delivered, when in fact, only 4 arrived. I called on December 14th, Amy with Customer Service said she would order the 3 missing and put a Rush on it. :) Great response! Then 7 days pass. I called December 21, 2021 when I did not receive an email confirming shipment or order, or even a notification order could not be filled.

I ordered the bed in June. It didn’t arrived until October- after multiple delays. I get it, we’re experiencing global shortages and delays. What I don’t get is why such an expensive, custom bed is wobbly and makes noises every time I turn over. I’m afraid it’s just going to collapse one night, and that keeps me from getting a good night’s sleep. It’s also an obnoxiously tall bed. This bed was not worth the wait or price. I discovered the Pottery Barn is a “prestige” purchase, not a quality one. Never buy something that can’t be returned!

I ordered several items from Pottery Barn on Dec. 1st. Most of the items were pillows, but I also ordered a rug, chandelier, and mirror. All items were shipped right away and I received the pillows within days. The rug, chandelier, and mirror were to arrive between Dec. 7th-9th. I noticed that tracking numbers were not provided for those three items. When the items didn't arrive by Dec. 9th, the window was changed to Dec. 9th-13th. At this point, I reached out to customer service for tracking numbers. They said they couldn't provide tracking numbers for these items or guarantee when they would be delivered. When the items didn't arrive by the 13th, the window was changed again to Dec. 16th-20th.

In May 2020, we ordered a Menlo Reclaimed Teak Bed frame from Pottery Barn and two matching nightstands. The bed frame and nightstands arrived in late July 2020 and were assembled by Pottery Barn delivery representatives. In October of 2021, one of the support rails holding the planking in place for the matters broke out of nowhere. After one year of use, the wood just shattered and separated from the railing. We immediately called customer support and were transferred around their system, basically telling us that since the purchase was over a year, we would have to pay for repairs. But, they would recommend a company for us to use. They would get back to us for a replacement. Then weeks passed without any response from Pottery Barn.

In May I moved into an new apartment and wanted to furnish it with all new furniture. I fell in love with a Pottery Barn love seat. They told me that it was a custom order and would be ready in August. It's now mid-December and I'm still sitting on an old futon. Today I was told that I can't cancel my order but should wait until I receive it then return it. REALLY!?!? The customer service team know absolutely nothing other than what I see online. I keep getting transferred to other departments and nobody can tell me anything. I'm really tired of hearing that it's a supply chain issue. Somehow all of their competitors I purchased from were able to make or beat their deadlines.

We saw this beautiful Reed dining table in the showroom in Chicago area. A light Antique Umber finish. Ordered, 5 months later table arrives. Beautiful, kinda wobbly, but worse part: way darker finish than online displayed or in the showroom. Sent pics and explanation to Pottery Barn. They agreed, told us to keep using the table until they could swap it for a better, lighter finish. 6 months later, the table was swapped for: another just as dark finish and this time a table with uglier legs with white spots, a sloppy staining job. They did not listen at all, just gave us another table.

I ordered matching Christmas stockings on Nov 15, 2021. While placing my order there was no mention of items being on backorder. 4 of the 6 stockings shipped and I was notified that my other 2 stockings would arrive between Dec 10-19. Dec 10 I receive an email that my stockings will now be arriving Jan 7-17. What good are stockings that arrive after the holiday? Don’t sell items you do not have in stock! Customer service was unhelpful saying we did not realize there would be such a high demand. Yes, mind blowing that stockings would be ordered in large numbers around the holidays. For being a higher end store they have horrible logistics!

Updated on 01/03/2022: I spoke with Charlene (#**) with Pottery Barn today in hopes of resolving my issues with my key rewards. Charlene flatly refused to help even though she admits I have over $4500 of purchases from 05/2020. She said she couldn’t do anything without me submitting receipts because she couldn’t see my purchases which is laughable because last time she itemized everything I have purchased. Charlene was unprofessional, unhelpful and argumentative. Her behavior was in full display and I couldn’t understand why but she retaliated because I refused to give her a glowing review. It took her 4 weeks to call me back and that’s after I left continuous messages. Charlene said she didn’t care if I submitted a BBB complaint and said I had to do what I had to do. Great response and great people working for PB!!!

I would give this zero stars, but not possible. Many, many issues - here is the short story. DO NOT ORDER FROM POTTERY BARN. They will make you wait 6-10 months for a couch to be "custom made" then will charge your credit card $6,000 for the piece, then schedule two deliveries, never show up, never call to cancel, make you take off work to wait, then lose the piece. They lost a couch! A custom made couch that took 8 months to make and charged me money for something they never delivered. Now, their only options are to issue a refund or to issue a rebuild that will take 6-10 months! What a joke. DO NOT BUY POTTERY BARN FURNITURE. You will be sorry you did - I am!

On the 21st of September I ordered the Farmhouse 6-drawer wide dresser, the Farmhouse headboard, and the Farmhouse nightstand, all in Espresso. All were guaranteed to ship by the middle of November (though I didn’t receive anything from the order until today, the 6th of December). On Black Friday, all the items went on sale, and were now $650.00 less than what I’d paid for them. Since I hadn’t yet received any of the items I called Pottery Barn and asked if they would honor the sale price. The answer was no. I then asked if it was possible to cancel the order and then re-order the items at the sale price. Again, the answer was no, though the customer service representative was really pleasant.

After waiting for 5 months for these products, I received an email informing that my order has been cancelled. Not delayed but cancelled all together. I called them and they said that the product is out of stock and won't become available until May'22. It has been out of stock this whole time and they told me I could wait. What has changed now?

We ordered and paid for a vanity on the 9th of October for our bathroom remodel. The delivery estimate was the end of October; however, the manager at the local PB store warned us that it may take longer due to recent delayed deliveries. We accepted that condition and with that in mind, we scheduled our contractors around the estimated delivery date plus two weeks. When the vanity arrived on the 12th of November, the delivery man took it off the truck only to discover that a leg was broken. He wrapped it back up and put it back on the truck. Within minutes, I was on the phone with customer service. I explained that I had contractors waiting on the vanity, and I could not wait an additional month for an undamaged vanity to be delivered.

We have had a horrific experience with Pottery Barn since ordering products 2 months ago. We ordered 2 custom chairs in store based on the information given. The next day we found this was incorrect and we wouldn't have chosen that particular item if known, however because it was custom they refused to refund our order. Also our cc was swiped twice in the store, resulting in 2 identical charges, although it was refunded later it caused our cc to exceed the limit and further transactions over the next couple of days were declined. Now a further $5500 has been charged to our cc account, which was only discovered because once again it has taken it above the limit, even though the items ordered are paid for in full.

My husband and I, back in August, purchased a crib and dresser combo. The original date that these were supposed to be delivered was the end of Nov/early Dec. We started receiving emails that the items were going to be delayed due to the impact of COVID. Then, about 2 weeks, I received an email saying we would not receive the items until the end of March/early April - months after our baby will be born - because their warehouse in Vietnam has been closed. It seems as though this information would have been great to know prior to purchasing crib/dresser. If their warehouse has been closed, why would they let customers purchase these items??? So, we cancelled the order. We stopped into the Pottery Barn kids in NYC to cancel. My mother had split the cost with me, and so at the time of purchase I had to purchase a merchant card to cover the balance

Updated on 04/27/2022: If you are thinking of purchasing from Pottery Barn, re-think it, and walk away...run as fast as you can. I purchased outdoor furniture from Pottery Barn in May 2019. We were told it would be delivered in time for the summer. It did not arrive until fall. By the Summer of 2021 our expensive furniture was falling apart. When we contacted PB stating "high quality" outdoor furniture should last more than 1.5 years, PB customer service did nothing, in fact they were simply rude and dismissive. When we complained on social media - on this site, only then did PB admit that there was a known defect in the collection we had purchased. Customer Service did not admit this but PB on this site admitted it publicly. PB offered to replace all the furniture only after we went public.

I ordered a bathroom vanity on the Pottery Barn website. The vanity was set to be delivered 3 times. Each time the vanity was cancelled because the item was damaged! Over two months went by waiting for these deliveries with no bathroom sink in one of my bathrooms! My husband took 3 days off work waiting for these deliveries! After the 2nd failed delivery, I called customer service, I was put on hold for 1 hour to talk to a supervisor. Then they hung up on me. I called again and was finally put through to a supervisor who assured me that the third delivery would be coming soon. She sent me an email and let me know they were working on the next delivery. After the third failed delivery, I emailed her back, very disappointed.

For the past several months I have been trying to get the final part of our furniture order delivered to us. What a disaster. The level of incompetence at Pottery Barn is, frankly, impressive. I've never seen anything quite like this... I can't say how many hours I have spent on the phone with Pottery Barn associates at this point who have managed to deliver nothing. Total and complete waste of time. Never again.

I have waited 31 years to be able to afford to order a couch from Pottery Barn... I placed my order in August 2021 for the Pearce Square Arm Sectional. My confirmation email with tracking says it will be delivered between Nov 12 - Nov 26. But when I click on the "status", it hasn't even been made yet!! It's still showing as, "Ordered" and the next steps are Custom Build Scheduled, Custom build in progress, custom build complete, in transit from distribution center, in transit to delivery center, ready to schedule, appointment scheduled, delivered... but here I am less than 10 days from when they initially said it would be delivered and it hasn't even been made yet?!?!

Do. Not. Buy. I purchased a dining table not knowing that there was a $299 delivery and shipment fee. I tried to call as soon as I got the confirmation email and they were closed. Called the next morning very early to cancel as you CANNOT cancel on their website. I was told by Aimee that the order would be cancelled. Cut to 8 hours later I call back. New person says that Aimee didn’t process it correctly. Now I was in “fulfillment” and all I could do was return it. Mind you - the reason for my canceling was the shipping fee…. So I sit on the phone for 30 mins. Get nothing. I call back, ask to speak to a supervisor. Again with dead air for 20 mins. I am then told that a supervisor was able to “push my cancellation through” and I will get a cancellation notification email.

I ordered a Coronado coffee table online in April 2020!! The order was delayed and Pottery Barn claimed it was due to COVID-19. This seemed credible so we waited as we really loved the product and it matched our side tables. The order was supposedly shipped in October 2020 and never arrived. They kept telling us that it got lost en route and re-ordered. We were so hopefully when they billed us on September 20, 2021 and stated it was on its way with a delivery date of October 05, 2021!! When we called to inquire where this coffee table was they stated it had left LAX and was on its way.

I just bought a house in the area and thought I should go to my favorite store to get decorating ideas. With the logistics problems the US has been experiencing, I knew getting things in a timely manner was going to be a challenge, but I was willing to wait several weeks for my ordered items. I ordered drapes, rods and finials. Some things are still back ordered even as I am writing this review. Last week, I was growing impatient, so I called to see where my items were and how much longer I had to wait. Pottery Barn had informed me that my $700 drapes were delivered back in September and ...."didn't I get them?" I said, "No! I never got the drapes!"

I purchased 4 Pottery Barn stools and one of my stools broke. I called to ask for a replacement and they were extremely rude, wouldn’t let me speak to higher management and did nothing about it! Will not buy again!

I ordered a couch from Pottery Barn on May 23, 2021 with an original estimated delivery timeframe of Sept 3-16 (14-16 weeks as stated on the website so I wasn’t shocked or upset and I was ready to wait). I then got an email from them in July saying that my delivery had been pushed out to Oct 12-26. Ok that was upsetting but I guess not entirely shocking. Well, we got well into that delivery window and I still had not heard a word from Pottery Barn and my order online was still just in the “order placed” status, absolutely no movement indicated and no update to the estimated delivery timeframe.

I ordered the two glass nesting tables which arrived 11/21. The two glass panels for the lower table were stained and defective. The upper glass shelf did not fit snugly into the top table. This set cost $299 plus $50 shipping - expensive and very poor quality. I have not yet heard from customer service on whether or not they intend to send me the new panel replacements.

In 100 years I would never thought about leaving a bad review for Pottery Barn, but never had to contact Customer Service before. I have had the worst experience with them, and still waiting for the issue to be solve, after 7 calls, 15 representatives and one supervisor, now, waiting for them to call me. It has become a personal issue because companies this big should honor their employee's word to their clients. I have been a loyal customer, cardholder and lover of this store for years. Sadly they have shown me their worst now.

We purchased 3 different furnitures in the last 6 months from Pottery Barn. We made the order for the table first (back in August) and then ordered the dining chairs, assuming it will be the safest way to go. First problem - Unfortunately Pottery Barn gives false estimations and delivery dates to its cusomers. We were scheduled a delivery at the beginning of November and then they pushed the delivery to an unknown date, saying they can’t promise and guarantee anything since they relays on a third party on this!!! I’m wondering… on what ground did they give me the initial delivery date??? I purchased this table knowing I will get it at a specific time, and purchased its chairs based on that information.

DO NOT ORDER GIFTS from this company!!! This has been the worst experience of my online life. Worst customer service, double order charging your credit card without authorization!!!! Will not accept returns!!!! 4 phone calls and still not fixed!!! Will call again today and will update!!!!

I recently ordered a lamp that was on clearance from Pottery Barn online. A couple of weeks later, a lampshade but no lamp was delivered to my home. I called Pottery Barn to inquire as to what had happened, and after about an hour and a half on the phone with three different Pottery Barn employees, I was told that an unknown person in an unknown part of the delivery process had started a return order for the lamp base on my behalf. They'd returned the lamp base, but they had not connected the return to my account, so the matter would be difficult to remedy.

I have ordered many items (mainly furniture) from Pottery Barn in the past - always fabulous customer service, on-time shipping & communication. So my recent experience has been especially frustrating as it just doesn't seem to be the same company that it once was. I understand that everyone is dealing with shipping issues right now - but this has gotten ridiculous. I ordered office furniture the first part of August. The delivery date has been updated (online) at least 3 times now, and not once have a received an email or a phone call from Pottery Barn to discuss the delays with me. The only way I've discovered the updates has been to log on to their website & check my order.

Pottery Barn once again disappoints. We ordered a faux berry Christmas cone from them PB. It was supposed to be shipped by November 15th. I checked the order and now it is pushed back to March. We did not receive any notification that the shipping was delayed. We have had numerous frustrating experiences with PB and Williams Sonoma over the past few years. PB sent 7 Christmas stockings and 4 had the wrong names. This week WS shipped us a nice cream rug. The problem was we ordered a Blue rug. When I called to exchange the first customer service rep. told me the original blue rug was back ordered until at least next February. It was in stock and ready to ship when I ordered the rug. I then waited an hour to to talk to a supervisor only to be told that she could not help us via the CS rep. I insisted to talk to the supervisor and was told she would call by 9:00pm CST. She never called. I have since cancelled the rug.

Creating a wedding registry with The One Registry Collective has truly been one of the most disappointing and frustrating experiences of my life. I've had products arrive broken (4 of them), an order go missing, poorly packaged shipments torn open, gift cards sent to the purchaser instead of me (2 of them), and spent hours upon hours of my time on the phone with your customer service team. I've given up on receiving products in one piece and had to get credit instead. I've been transferred up to 4 times in the course of one call and sat on hold for 20+ minutes at a time.

I placed an order with Pottery Barn November 4, 2020. The coffee table ordered came damaged. I immediately called Pottery Barn to start the replacement process. Fast forward to today, October 28, 2021, approximately a dozen phone calls and I STILL haven't received my table. It has been mistake after mistake on Pottery Barns end. The most recent mistake was that the delivery address was changed to the delivery company's address not MY ADDRESS. Now they have to make a change of address and will be following up in a week.

June 2020 we purchase the dream swivel glider and was delivered July 2020. We love how comfortable the chair is and that it’s perfect for petite moms. The only negative thing I could say about it is that it sheds feathers which is not good for a baby that puts everything in their mouth! It is now Oct 2021 and the chair started making very loud creaking sounds every time I rock my baby to sleep or swivel it. My husband took a look at it after our one year old found a washer on the carpet and thankfully gave it to me instead of putting it in her mouth! This washer left a black oily stain on the rug, btw. Upon inspecting the rocking mechanism my husband found the broken part along with 3 small ball bearings that had fallen on the rug.

My story is way too long to write in this comments section. Pottery Barn have ripped myself and to my knowledge, thousands like me, off, from purchasing online from them. They are currently advertising products online. They have absolutely no intention of delivering. I have been waiting months for my purchases....I have spent over $3,000 online with this company (all stock that was in the country and ready to be delivered). POTTERY BARN AUST ONLINE must be stopped from advertising their products for online shopping.... Do not touch this company with a barge pole...or you too will join the long long list of customers who have been fleeced of their hard earned cash...with nothing to show for it.

Do not order from Pottery Barn kids. I ordered their overpriced inferior quality (but super cute looking) kids sheets. (The rainbow and shark ones). They wore through with average use to the point of holes in less than 6 months - the gold stars on the rainbow sheets completely dissolved the fabric underneath… There must be something in the metallic dyes… and the company says that’s “normal wear and tear”. My Wamsutta sheet set is 100% guaranteed and way softer. Company does not stand behind products.

WOW...Pottery Barn made good on their word! This was how they always responded in years past and I think they are finally back! BRAVO PB!! They accepted the returned chairs and provided a full store credit.

Absolute worst customer service. I ordered furniture that is supposed to be delivered and they confirmed it was coming today only to then make excuses: "You must have forgotten to click Confirm" (but I got confirmation emails assigning me a time slot for delivery), "what it sent you was a glitch message for thank you cards" (that I did not order so not sure why that is even part of my order), "a new agent called you by mistake so we will let them know not to do that again". How about, "We are sorry for the inconvenience and it should not have happened," instead of rude representatives acting like it was my fault. Extremely disappointing for a company this big.

Ordered $20K worth of furniture in mid-April, and was told most items would be in by the end of the summer. Seven months later, out of 18 items, I have received 4. And have been told I will be lucky to see any more by the end of the year. The computer system is so screwed up it shows most items were ready to deliver months ago and just need a delivery date. And items that I have actually received are designated as outstanding! But when I call to check, I'm told nothing is in and the computer system is wrong. I have been a loyal Pottery Barn customer, and I understand there are supply chain issues...but this wait time is ridiculous.

I spoke with a customer service representative and she was very helpful in regards to the order I placed in June not scheduled to be delivered until January. I asked to cancel the order and they told me no. I asked for her supervisor, she transferred me to Randolph M. Randolph proceeded to tell me my order could not be cancelled and that I would be charged and that he did not have a supervisor. He then told me his supervisor's name was Mitchell H. and that I could not speak with him. He did not have a phone number or email that he could give to a customer. He said he would email the factory and then proceeded to hang up on me. This is no barn of pottery, it is a barn of lies.

I purchased 2 chairs from Cantrell Design in 2005. They still worked but looked tired in 2020 so I ordered 2 new chairs from Pottery Barn. Cost with delivery was over $2000. I expected quality. I believe the cushioning is foam and I learned chairs were made in China. No wonder it took almost 6 months for delivery. The new chairs are already showing wear to the seat and back cushions. I wish I had my old chairs and had just had them recovered.

Pottery Barn offers free shipping for items totaling over $99, but you have to input the code. If not, they will charge 5 or 10% of the total amount. So many retailers will automatically give you free shipping automatically, but PB is concerned with their profits more than treating customers right. I ordered $903 worth of curtains and was charged $90.30 shipping. I called the next day to complain and cancel my order, and they offered me a shipping credit/refund. I ended up not liking the curtains, so I returned them within their 30 day window and turned around and ordered different curtains from them. I was told by the rep I spoke to on Sept 15 that the return shipping only cost $12.01 to return the same items that they were going to originally charge me $90.30 to ship. I called a week after seeing that the items were at their return location, and only then did the refund get processed.

Thankfully Pottery Barn was able to work with me on the issue and I was able to return the shower curtain for a mdse credit, as desired. Thank you. Joanne

Placed an order, paid in full of course in February 2021 for a nightstand and bed for my teenage daughter's birthday in March 2021. I have initiated several calls to Pottery Barn to schedule delivery and each one has resulted in them telling me they would call me back which to date, has never happened. Eight months later, I found one customer service rep that actually called me back to schedule delivery for today September 23, 2021. I received a text and email confirming my delivery today. I don't trust them, so I called just to make sure it was being delivered today and after being on hold for an hour was told my delivery was cancelled. DO NOT WASTE YOUR TIME AND HARD EARNED MONEY ON POTTERY BARN! This company had no problem taking my money right away and they don't care if you get your items delivered.

We originally ordered our nursery dresser and crib, which was in stock and delivered on time per their delivery estimate. My mom later purchased a glider for us as a Christmas gift (2020), and we knew it was special ordered and would take a while. It came in according to their shipping estimate again. We noticed the chair had a weird creak, but thought maybe it just needed to loosen up with some use. A couple weeks in, it kept getting worse. Then, we realized the chair leans completely to the floor on the left front side and the actual chair of the frame was completely broken. This is all only after about two weeks of using it to rock my newborn.

We bought a boy rocket design backpack first day of school for my son going into K. First The shipment was delayed for 2 weeks. Got it right before the first day of school. And they gave us a mermaid backpack.... Wth.... Customer service was unhelpful, these people have no control or idea what their supply chain is shipping out. Utterly useless. Never be buying or recommending anyone buying from this company again.

Our kitchen furniture was battered and beaten up from our many moves, so when we bought our house we budgeted and decided to order all new furniture: a table, chairs, a buffet, and an etagère bookshelf. We placed the order April 23, and that's when our nightmare began. We have ordered from Pottery Barn in the past and while there was an extended wait, it was reasonable: 3-5 months for our playroom couch, our living room couch, our coffee table, our child's bedroom set.

The missing piece came out quicker than the schedule.

I ordered a quilt from Pottery Barn in May 2021, aware that it was out of stock. The delivery date was continually pushed back. I didn't mind waiting, but I moved to a new city in July 2021. I emailed customer support on July 7 with my new shipping address. The customer service agent (Lisa Y) stated, "I have now submitted the change so your order can be updated." I did not hear anything further from them regarding my shipping address.

We ordered the Parkmore Extendable Dining Table Labor Day 2020 and were told that we would receive it in November. It arrived damaged and the gentleman who delivered it took a photo and said they would submit it as a repair. When I called Pottery Barn a month later after not hearing from anyone, Customer support had no record of it. We went back and forth to see if we could either get a replacement or a repair. Our account was so misconstrued that they just gave us a full refund and we still had a broken table.

This company is absolutely unprofessional and has awful service. I order a couch March 25, 2021 and did not receive until August 28, 2021. I waited an extra month and a half after expected delivery date because they lost part of the delivery. I contacted them many times to ask what was going on and they said they would figure it out and call me back. I never received a call back. I always called them back.

I placed an order for a simple 5x8 sisal rug on 5/26 with a delivery date confirmed for late June which has still not been received over two months later. I have received 3 updates with new delivery dates but they have all passed. I spoke with a PB representative who explained that the rug manufacturer is a third party vendor and they have no control over the actual delivery date. He also stated that this was a custom order and if I choose to cancel the order PB cannot guarantee that the vendor will honor the cancellation and I could still receive the rug and be billed regardless of when (or if) the rug is ever shipped. A sisal rug is a fairly standard item and I have confirmed it is available in with other companies but in PB world it is "custom" and PB has no responsibility.

We ordered multiple items for our nursery and were confidently told we would receive by September. That is false and we have been delayed multiple times by several months. We have nothing for our nursery now and our baby is almost here. Very frustrating. If we had known, we wouldn’t have put ourselves in this situation. False advertising.

August 23, 2020 I ordered a White Chelsea Armoire from Pottery Barn Teen. This armoire comes in 3 pieces. The first delivery attempt which I took time off work for was October 21st. The boxes were in pristine condition but the base and one side inside those boxes were so severely damaged the drawers wouldn't shut - I had to point this out to the delivery person as he struggled to shut them. I was left with one undamaged piece to be stored in my garage taking up space until the two damaged pieces could be replaced.

On May 23, 2021 I ordered custom drapes from the Pottery Barn website ($425/$461.98 with tax and shipping). The projected delivery date was June 17th. When I checked in mid June the projected delivery date was July 31st (no communication received). While not happy about the extended length of time I was fine waiting. On July 30th I checked and while it still said projected deliver on the 31st there was no indication the item had shipped or the shipping company/tracking. Thereafter to this day (August 15th) the projected delivery date is whatever date I look up.

I ordered 2 sets of short drinking glasses as well as 2 sets of tall. The short glasses were set out almost immediately but the tall "were on back order". I still have not received the tall glasses nor am I able to find out when/if they ever will be. I have called customer service--first time I was told they would be in and set out for delivery on August 2nd. Called again when that didn't happen and was told a new date of August 6th. Called again when that didn't happen and am now being told August 17th. Maybe. In the meantime, I received an email ad that the short glasses are now on sale! Talk about adding insult to injury! Why do they sell products that they don't have and don't know if they ever will have?

Ordered a Pottery Barn flush mount schoolhouse pendant in nickel finish. Light arrived without the part to secure the glass globe to the fixture (it is the one with the screws, Pottery Barn...the one with the screws). Customer service rep had difficulty understanding what was needed. Sent hardware a second time. Still did not include the missing piece. Called customer service a second time. They sent a complete light kit this time. Still missing the part. You can literally see the missing part in the catalog/site photos but apparently cannot get the actual part shipped to you. So now I have 2.5 schoolhouse lights kits and zero parts needed to complete the installation. Do not order this light if you intend to actually install it. And Pottery Barn, DO NOT CONTACT ME with your helpful suggestions to call your customer service department. They were not helpful though they tried.

We ordered two cabinets on May 17, 2021. Delivery was to June 14-28th. On June 23 one cabinet arrived. I had to make several calls to try to get someone to address the problem. In add they would not take the cabinet upstairs. I had scheduled a plumber to come the next day. Pottery Barn finally ordered a replace vanity (they said at no cost to me-really). The new cabinet arrived on July 28 and again they would not take it upstairs like I had been promised. I had to pay for two movers to come and an extra trip for my plumber to install the cabinet. Each time I reached out to pottery barn I was assured that someone would contact me within 24-48 hours. Never happened. Do yourself a big favor and run from this place. The cabinets were just ok. I accepted them because I couldn’t be without a vanity and the measurements were already calculated in the remodel. Buyer beware.

We place an order for a sofa at the beginning of April and it has been delayed or push back a total of four times. Per the latest update we will not see this so far until mid October…maybe. We understand the delays in the industry but the subpar customer service is inexcusable. We have contacted customer service several times and were told that we would be contacted as to the reasons for the delays and never received calls back as stated to update us on the delays. We only found out about the delays by checking the status online.