Pottery Barn Reviews

However, on Tuesday (7/25) I received a call from Sergio, the GM, who profusely apologized for the occurrence and agreed to give me a percentage off on the faulty nightstand. I went into the store that afternoon and he gave me a merchandise e-card for 20% off the nightstand which I’m using for a new purchase. Many thanks to Julie and Sergio for being so kind and offering a swift resolution.

Original Review: July 24, 2023

A couple of weeks ago, I went into the Pottery Barn Rampart Commons to view the floor model of a nightstand I was contemplating ordering. The design consultant who helped me, Christine, was quite lovely; she was very helpful and accommodating, even unwrapped the nightstand floor model for me to see because it had been sold. I felt the nightstands would work well for my needs, so I ordered two of them through Christine to be delivered to the store (that saved me a few hundred dollars in shipping fees & I thought, “Why not?”).

Notice I gave them 1 star despite Christine’s wonderful service. Here’s “WHY NOT”: I picked up the nightstands Wednesday evening (7/19/23). When I got home, I unboxed them, and took the first one upstairs. It was perfect! When I picked up the second one (yes, I took them up a flight of 17 stairs by myself), the hardware started falling off. Ultimately, four washers and 2 screws fell off. So, the next morning, I took it back downstairs (by myself) and back to the Pottery Barn. I spoke with Sergio who told me he would try to repair it for me. He called me later that day to say he had fixed it, and it was perfect.

So today, 7/23/23, I went to pick it up. And I had the distinct displeasure of meeting John. John, it turns out, is a manager, and I’ve never met someone so non-customer service oriented in my entire life. When I first entered the store, he was standing there so I told him I was there to pick up a nightstand. I then mentioned that I wasn’t necessarily comfortable taking home the same nightstand. What assurances do I have that’s it’s really “fixed”? What if it starts falling apart again? Who is Sergio that “fixed” it and does he really have the qualifications to do so?

John said he fixes things, too, and the nightstand looked fine as far as he could tell. I asked if I had to accept that nightstand since I was uncertain about it's being repaired; he again said it was fine but he would order a new one if I wanted. Truthfully, I wanted a new one but here’s the ”why not”: Being a woman, I thought of how long it took just to get the thing out of the box & interior packaging (25 minutes per nightstand, and Vegas is 102° at 9 pm; I had sweat rolling down my back! LOL) and that wasn’t appealing. And then I thought of getting the new one w/ the same problem w/ hardware falling off; lugging it up and down the stairs with washers and screws dropping.

So I opted to accept the “fixed” nightstand, and I asked John if there could be any price consideration for the major inconvenience I had incurred, and he said no. The nightstand was good condition. I pointed out that when Anthony initially gave it to me, it was NOT in good condition; it was falling apart. I‘d lugged it up and down the stairs by myself; I figured I’ve done enough of that. To which he responded, “You chose to have it delivered to the store to avoid shipping.” Then I asked if, given the inconvenience, he could have it delivered. He said, “We’re not a delivery service. If you had paid for delivery or white glove service, they would come get it. I can’t do that.”

Now, I DO understand that; however, given that Vegas is under an extreme heat warning AND that I thought my lugging should have been only one-way (upstairs), I felt some empathy and financial remuneration was due. John, jerk that he is, was in no way seeing it from my perspective as the inconvenienced customer. And please know, I sincerely disliked him for being that mean and inconsiderate. I even asked if this is how Pottery Barn corporate mandates that they treat their customers.

The thing is: I purchased a couple of armless chairs and an ottoman over the July 4th weekend which I had shipped, and I paid the oversized surcharge plus the shipping fee; I was planning to order an Allen c-table as well as a Hayworth leather banquette. With John’s treatment of me, those items are seriously in question. Since he’s so rude and unthoughtful, he’s lost a customer. I‘m sincerely disappointed at being treated so callously, and as if my inconvenience didn’t matter.

Original Review: July 23, 2023

Updated on 09/04/2023: After a disappointing purchase of a very nice, but flawed teak table, a representative from Pottery Barn started the process of a return for a full refund, and stayed in touch with me through the entire process. I'm impressed with Pottery Barn's quick response and personalized attention to get this situation resolved quickly and easily.

Original Review: The purchasing experience and delivery were excellent and the table was beautiful for two weeks. Following directions to the letter, we sealed the table with a high-quality sealer and within a few days dark spots and streaks in the grain began to appear. If this were mold or mildew, it would have washed off with any one of the 3 cleaning solutions we tried. The ugly spots are IN the wood and are surfacing. I can't imagine what it's going to look like in a month. I've had a teak bench from Williams Sonoma for 20 years and it has never done this. I believe the wood is inferior because we have done nothing to create this condition and it will not come off. I'm not returning it because we'd lose over $500 in shipping costs. I will never purchase any furniture from Pottery Barn again. They don't have an option to leave a review either!

(New order number **) -- Finally when the bed came on June 24th, 2023, it was the wrong bed so the delivery personnel reported it to the call center. -- Since then we have not heard from anyone although we went to the store where we bought the bed and we called the call center. -- To recap, it has been a year since we placed our order and we ended up using a torn bed for a year which still has not been replaced. -- We demand the bed to be replaced immediately and we are asking for a full refund for our terrible experience. I am so so sad to be treated in this way by a company we have put our full trust in while decorating our many apartments throughout the years.

Original Review: July 12, 2023

We ordered 2 Cayman nightstands on 6/17 totaling 1,199.35 after shipping and tax. We were excited and felt Pottery barn was a quality company and we were willing to spend the hefty price for the quality items. Unfortunately, one showed up with a crack in it. After some time spent with customer service, they sent a new one out and said we can ship the old one back. Unfortunately the second one came and was defective (the screws were put in incorrectly for the adjustable caps, so they could not be screwed in fully or without being at an odd angle causing wobbling). After another hour with customer service, they said they couldn’t send another replacement until they received the 2 defective items back. When we said we only had one box, they credited us $30.00 to buy the box from Ups.

We lugged 2 nightstands down our 23 front steps all the way to UPS for them to tell us the box alone was 67.00 after tax. We then spent another hour on the phone with customer service, in which they told us to drive and find a box under $30.00 elsewhere then return to ship it. Our patience was entirely gone as we were going to spend no more of our time or gas money on a problem that wasn’t ours to begin with. We were then instructed to pay the 67 and they will refund us for it and confirm the following day. I received no call. I called pottery barn today (7/12), in which they informed me the refund for the box was not approved. At this point I’m furious. I’ve spent 1,200.00, another 37 (as they did issue 30 for credit originally for the box- so clearly it CAN be done) for shipping a defective item back, and we still are without the second nightstand.

When I stated I would like to be compensated for our time, physical effort, and the inconvenience, I was told, “we don’t compensate for time or effort”. This is our first large purchase from pottery barn and I’m absolutely appalled by the way the company has handled this situation. I found it EXTREMELY disrespectful that I was told my time isn’t important to their company- as it is the same time that I spend working to be able to buy furniture from companies like Pottery Barn. No one is making this right for us.

This is ultimately the WORST experience I’ve ever had with any company- I don’t know why I expected PB to offer the same kind of amazing customer service I’ve received from other companies such as Crate and Barrel. All I can say is that I hope the new nightstand we receive is in great condition and that I never have to order from Pottery Barn again, as I refuse to deal with customer service who clearly doesn’t value my time or intend to make the situation right.

After waiting an extensive period of time once again I called and they said our stool was located and it would be shipped on July 6th. July 6th we received a call after the stool should have been already delivered, saying they were cancelling our delivery because the 4th stool was already delivered when it never was. They said they’d search the warehouse again and call back, but never did. Now it’s July 10th. Almost 5 months since we ordered these stools and I’ve been on hold for over a half hour.. They lost the stool again! They will not talk compensation till the final stool is delivered, but what if it never is! They also refuse to just send a replacement stool until they search the warehouse, but they’ve been searching the warehouse for over 3 months! when I call, if they don’t have any answer for me they just hang up and I keep having to call back, I’m so frustrated.. $2000 for 4 stools

Now they want me to reorder the love seat at $600 increase in price with new shipping costs. No support from a supervisor. Glad there are good notes...but they do nothing! There must be a better way for a large company to do business. I will share my review with anyone that needs support...no one should go through HOURS on the phone to get the right product.

I am absolutely livid that this company would ship a fake wood table at a $1300 price tag, plus $200 for shipping & claim to be PB material. They have arranged for the table to be picked up next week & I am getting a full refund but let me tell you, it did not take much to get that refund. I sent a couple of photos and she immediately made it right. Which leads me to believe I am not the only one this has happened to. Shame on you, Pottery Barn. I will never purchase from your store again.

Fast forward several months and we decide to order an outdoor dining table and chairs from them (I should have learned my lesson the first time). We specifically filtered on their site by "In stock and ready to ship" because we wanted the items in time for my daughter's 1st birthday party. Well, every time we check, the delivery date keeps getting pushed out. We're now at the point where the delivery date is ~3 months after it originally said it would be delivered. We call customer service and they say they'll expedite what they can. Yesterday, we receive the cushion covers to the chairs (still no actual furniture) and the covers are the wrong color, they are not the color we ordered.

We are just extremely frustrated with Pottery Barn. For how expensive their products are, I'd expect stellar delivery and customer experience. We recently ordered a dining room table from Restoration Hardware and had a very positive experience with them. We will be cancelled our order with Pottery Barn and going through RH for all our furniture needs in the future.

Now I am receiving emails from them advertising that my “items are waiting for me” and “don’t miss out on 50% off.” And another one started with “avoid the wait. In stock now.” Turns out that doesn’t apply to my order in any way, but it doesn’t sound that way when you first see it. That borders on being fraud. Don’t buy from them online!!

Wanted to speak with Supervisor and was told I needed a telephone appointment, Which she setup for Monday June 19 2023 between 10 and 1, the supervisor never called. Called again and got Blake who is way too good to be working for PB. He tried his best to help, but PB would only give me 15% off plus charge me shipping even if delivered to the store. This despite advertising a 5 year limited Warranty on the light on their Website. They told me to call the manufacturer. I told them that the number is not listed on their Website and could they provide it to me, to which they replied that they also did not have it...so I guess Good Luck to me...I found another store with the fixture that sold it to me cheaper and gave me free shipping. I will NEVER shop POTTERY BARN again. I do not think I have ever had such bad support from a store.

They told me that they would send out an email and re-process the order and would receive in 24-48 hrs..Nothing came! I called again, asked to speak to a supervisor which I was told I was unable to speak to one- the WORST customer service I have ever experienced. Would LOVE to hear anything back and receive any compensation for waiting over 10 MOS. for dishes that are not restocking and with no communication that they were not!

Every time I called to see what was going on I was bounced around to different departments, never received any explanations, and ultimately would just be told that re-orders needed to be placed. I received 3 chairs 1 at a time over approx. 7 months and now as of June 2023, I'm still waiting on 1 final chair that was (not shockingly) "missing" & had to be reordered. I also was never able to get expedited shipping on the reorders. Most customer service agents I spoke with were pleasant, but there is clearly a significant lack of either staff training, staff competence, communication between departments, distribution center oversight, manufacturing efficiency, or maybe a combination of all 5.

Original Review: We decided to furnish our new home with Pottery Barn furniture and placed a rather large order at the beginning of this year. They had called and arranged a delivery appointment for the day we moved into our new home in March and gave us a delivery timeframe about a few weeks in advance saying everything we had ordered was ready to be delivered. The day of us moving in, I received a random email saying our coffee table had been canceled and decided to call the warehouse to see what had happened.

To my dismay, they had canceled our E entire order that day and could do nothing about it. We had sold all of our furniture from our previous home and had lined up and expected the furniture that day weeks in advance of this. Not only that, they have charged our Pottery Barn credit card the full amount plus interest even though we had received nothing. From there it only got more chaotic and disorganized. Furniture that had been ordered back in January and scheduled to be delivered March 10th was lost, couldn’t be found or cancelled without our knowledge. Deliveries would show up that were scheduled for specific items and it wouldn’t even be what we ordered, just 1 out of 3 items the warehouse had scheduled.

After countless phone calls with Pottery Barn and the credit card company, no one can assist or give me one straight answer. Now at this point we are beyond disappointed with the entire experience, but even with all of that we had also racked multiple delivery fees although everything was supposed to be delivered at one time in addition to over $1,100 of interest charges which were never supposed to have been applied. We will never be ordering from Pottery Barn again as I was highly disappointed for the amount of money we spent, how disorganized and careless they were. I will be expressing my concerns with the BBB.

There are NO instructions on the website page or in the box that state anything about carefully choosing the item's location (though even if there was, it is hanging in an inside hallway in my home so not sure what part of that could be incorrect). That's on your team, PotteryBarn - include those instructions, or take responsibility. Absolutely ridiculous.

Since zero followup or replacement of this fabric, I removed my cushions to wash and air dry as per usual and one of the cushions has an actual hole and another slip cover has a hole in the seam. I'm beside myself on how horrible this couch has held up. It is in a room that is barely used. I am washing it now as we just refinished our floors and everything was quite dusty.

So I have 3 rips and tears on a couch I haven't even had for 3 years! I have two other couches in my home that were half this price and sunbrella fabric and are in excellent condition and get far more use. I have tried to resolve the issue and nobody follows up from our calls or has replied to my emails for a solution. I was also told it has been too long of a time for them to resolve this issue.

Each additional time I have spoken with them they give me a new delivery window but then those dates come and go. I have asked for some kind of compensation for the delays and I was told “they would put a note on the account”. I have been paying Pottery Barn credit card payments for 4 months on furniture I don’t have and with the newest my delays, it looks as though it will be 1/2 a year before my furniture is delivered. HALF A YEAR! That’s not COVID, that poorly ran departmental issues at Pottery Barn. They know it but they also know it’s almost impossible to get in trouble for it either. It’s a shame. I LOVE PB! But I don’t think I can ever bring myself to order from them again. I have the transcripts from the customer service encounters if anyone wants to see them.

By the second week of May the status had not changed on the vanity. I decided to call Pottery Barn again and the customer service said the item arrived to the warehouse short. She said they could expedite delivery to the between late May to June 18th. At this point I thought this is ridiculous. I ordered the vanity on April 4th as part of a warehouse sale. Why does it now take until June?

On top of that, everything in my bathroom was finished except this vanity. At that point I didn't trust Pottery Barn any longer. I asked for a refund which they gave and I said you all should pay for my plumbing. They said, not we don't need to because you refused the delivery. The product was short. I said, I am canceling because you cannot seem to deliver the product. In summary, customer service lies. Dates are not reliable. Will never buy from them again. I bought from Home Depot and received a vanity in a little over a week.

To make matters worse their customer service tactic is completely stonewall customers at every point. Claiming they have no power to influence any improvement in timing, do not have any alternatives than waiting until the product to arrive, they refuse to escalate the case above themselves. AVOID DOING BUSINESS WITH POTTERY BARN AT ALL COSTS. They will take your money, and refuse to help you in any way shape or form if something goes wrong. BUYER BEWARE!

After three days I called because I had not received an order confirmation for the new order of 105.5 inch sofa. I spend two weeks calling trying to make sure they ordered the correct one. I must have made 25 calls (no exaggeration). I even emailed the CEO twice, who never responded. My client was so angry and I was frustrated after months of trying to get just a simple invoice of the third sectional. I decided to just wait for delivery and hope for the best. Day of delivery came and when I arrived to my client, my client informed me that the delivery people left for no apparent reason.

I called the dispatcher and they said that the delivery people said there was no one home. They lied and the dispatcher said “sorry we have to set up another day of delivery”. I told her my client had the proof that she spoke to them. She did not care. Today, May 12, is the day of the fourth attempt to deliver a sofa that I ordered in early October. I hope I get the correct one but I have my doubts. This project was completed three months ago and cost me about 40 extra hours of work. I will never use PB again for myself or my clients. The worst customer service.

Today I called and was told that they won't offer that option, but will have to cancel it altogether. Still waiting on compensation for the "lost" couch. Now I won't be able to afford to get another one to match it with the other one I did get, intending it to be a set. I did everything possible on my end to resolve the situation calmly and patiently and was treated rudely by one customer service person. Cannot recommend PB. I don't normally post bad reviews, but maybe it will save somebody some frustration. GOOD GRIEF! #potterybarn

Original Review: It's almost impossible to describe my whole situation, but this place is absolutely awful. Delivery did not show up twice, customer service never has answers, and I am still waiting for the second part of my delivery months later. I have been given person phone numbers and emails of supervisors only to be ignored. I have talked to distribution center people that just tell me to call back as they are "looking" for my product. I have tried to speak to "Supervisors" in India and could not understand a word they said. It is past incredible, and I am still at square one. They set up delivery twice, only to not show and tell me to call back when they have no answers. Since early March. STAY AWAY FROM THIS PLACE!

On April 11th, I had not heard from PB about delivery, so inquired again and was told the 2nd piece is still sitting in New Jersey with an estimated delivery date of April 24th. I’m hoping to hear back from the manager as to what is going on, and get a more firm, and improved date. The only communication I received was my initial confirmation email. I've had to track down my item via the website and call multiple times to try to find out if my order will ever arrive. The reps are kind but unable to provide any concrete information. Pottery Barn’s competitors and even smaller local shops have always been upfront about delivery, met expectations, or sent communications if there were any issues. Overall, Pottery Barn Teen has set failed to set proper expectations and failed to communicate changes; resulting in a poor customer experience. I will be very hesitant from this company in the future.

That would have been crucial info to share with the customer BEFORE purchasing! Wayfair, Macy's, World Market, and smaller local shops have always been upfront about delivery, met expectations, or sent various communications if there ever were an issue. Overall, Pottery Barn has set poor expectations, not communicated, and mismanaged the whole customer experience. I will never order from them ever again and will make sure others are aware of this too.

Of course Pottery Barn had it recharged and I have not received my reimbursement. I asked multiple times to speak with management, who was also not helpful. Almost 4 months later they say they are finally going to pick it up (with a new delivery service) and I will receive reimbursement. During this process I was told that since I missed days of work I could call when the item was received and receive compensation. I did call, and was told that since I was returning the item they would not offer compensation. I explained that I was returning it because it arrived damaged, and could not exchange for a new one because it was out of stock.

They stuck to the decision that no compensation would be given due to my decision to return the item. I would have considered future purchases through Pottery Barn if even a store credit was offered; however, due to the issues I've had and shockingly poor customer service, I will shop elsewhere in the future, and recommend to family and friends that they do the same. Thankfully I have since found a similar item, which I love, for >$500 less, at a locally-owned family business! The business hand-delivered it the day after purchase. They have my business now, which in the end is a huge win.

One month later and the order has still not been cancelled. Customer service said no action has been taken and there was nothing more that could be done. As of today the item still shows up as in stock on Pottery Barn's website. Pottery Barn is misleading people into thinking an item is in stock and then later telling them the item is actually back ordered and not allowing the item to be cancelled. There is absolutely nothing about the items listing that would make you think it could not be cancelled or be treated any different than other Pottery Barn items.

I called the CS and they said the chair must be lost. I am waiting on the chair still and I was told by another CS agent that it should be there by early March. Nothing. And today I check the status and it shows I MAY get a call on March 29 to schedule my delivery. Which I am sure is not true. I am sick and tired of this business and the way they treat their paying customers. I am requesting full refund and an apology from the company - which I am sure they would not care.

I am incredibly disappointed with pottery barn’s inability to make this right. They offered 15% discount on my new bed, yes it was discounted but after all the hoops I have had to go through, this just does not seem like enough, now they have offered 20% asked me if I would take the “offer on the table”. This should not be a negotiation, pottery barn should do the right thing, and take care of a customer who has spent an incredible amount of money with PB and West Elm. I have used Restoration hardware and Anthropology and their customer service is so much better than Pottery Barn. PB is doing the bare minimum to fix a bad situation, below is a detailed account of what I have had to deal with since November.

As PB clearly does not care about righting a wrong. I have spent 16 hours waiting for bed deliveries, having to rearrange my schedule for this to be done, 4 hours on the phone with customer service, and a good 3 hours, following up with Veronica via email and typing this email. Why does Pottery Barn not care about making this right? I have spent 23 hours of my time dealing with this issue, on top of having to sleep with my mattress on the floor, I have massive back problems and there is a huge difference between having your bed on a frame and floor, which I had to do for TWO MONTHS!

Below is the breakdown of everything I have purchased on top of a summary of what has happened since November. Before I start to discuss my concerns and why I am so upset. I will breakdown all the orders that total the $30,842.50

22) new and delivered Stratton platform bed

When my items were delivered on 11/12/2022, my bed order number the Camilla border black tufting side storage was broken upon arrival, and they were unable to put this together. This bed I had used to decorate my bedroom around, I originally was going to re-order this bed, once I found out it was going to take till February at the very earliest, I went ahead and sent it back, and reordered a new bed. As my mattress was on the floor I did not want to wait that long. I ordered the Delaney platform bed through pottery barn order number. Total $1,934.56. This bed was delivered and installed by PB delivery team 11/26/2022.

Four days later, 11/30, the bed broke!! This is when I was on the phone for TWO HOURS, with PB and got connected with Veronica R. Originally, they were going to just reorder the slats, but I realized I did not want to risk the bed breaking again. So Veronica cancelled the order and assisted me to order Stratton storage platform bed with drawers, order number She was wonderful to work with at this time, and was able to give me a discount since this bed was so much more than the Delaney platform bed. At this time, I also explained the two L-shape couches I had ordered were delivered with the wrong layout, she was able to give me a 10% discount for each couch which at the time seemed to be satisfactory.

The Stratton was delivered on 12/17/2022 and was DAMAGED UPON DELIVERY. The PB team was unable to put bed together. At this time, I have spent a total of 10 hours with PB barn, two four-hour windows waiting for delivery, and two hours on phone. It took several email conversations with Veronica to get the new Stratton delivered WHICH NOW DELIVERY ETA IS 6 WEEKS, PUTTING ME INTO FEBURARY. I was very unhappy, and asked how she and PB barn could make this right, after several email correspondence she offered a 15% discount on the new Stratton bed.

I had confirmed with Veronica that the Delaney would be picked up on 12/17/22 but they had no order for this, was told to wait until the Stratton was delivered. THIS WAS VERY FRUSTRATING, AS I WANTED TO RETURN THE BED SO I COULD GET MY REFUND. The Stratton was delivered on 2/8, I had called customer service, warehouse, and emailed Veronica confirming that the Delaney bed would be picked up, but when they arrived. They still did not have an order to pick up the bed!

I emailed veronica 5 times in a month, asking when my refund for the Delaney bed would be in, as they picked up 2/14/23. I did not hear from her, so finally I called customer service on 3/14, and emailed her stating she was in a different department now, and thought someone else was handling my account. With my 5 emails requesting my refund clearly it had not been taken care of. I finally got my refund 3/14 after several phone calls and emails. I just want PB to make this right.

Now more detail today after the agent insisted that everything we ordered was ready for delivery. I was given the number of Fidelitone. They now agree that they have everything but they are refusing to deliver because 2 SKUs are duplicated on the order. Once again I am forced to call back Pottery Barn customer service (remember the store is too busy) and explain my story. Thankfully there are notes from my previous calls but still I don't have an answer only "I'm sorry" and "We will look into this and contact you" Regardless we still have an empty dining room and guests schedule for the Easter Holiday. I have never been so frustrated with an organization and been tossed between the store, delivery company, and customer service. All the while Pottery Barn has been paid in full and we have nothing. I have had infinitely better service from discount furniture chains. I expected more. I remain...still waiting on order# **.

I have been seating on my unshaped sofa for a year and three months. The delivery guy told me today that the cushion was damaged. I think this is so disrespectful with the customers. I have been waiting a lifetime and this is not right. I am not recommending Pottery Barn for custom Orders unless you see it in the store. I did a customization of the Carmel sofa in store, but it didn't came good. Fabric is beautiful, I fell in love with it, but the shape and quality of the filling is horrible. This one is not going to last much. I feel that I lost my money and confidence in Pottery Barn.

Despite customer service saying they'd call me back in 45 minutes to an hour, no one from customer service ever did. The customer service rep also said they could do something to refund part of the $175 shipping (which on a $199 is insane) chair, but only after it was successfully delivered. Later that day, I got a one-line text from an unknown number - the chair is coming now - and I canceled plans for the rest of the day to sit and wait for it. Finally, the same delivery guys pull up and literally throw the chair inside my house, take a picture of it, and leave. No invoice, no paperwork -- nothing for me to prove when or what happened with delivery. The next day, I call Pottery Barn customer service, and they refuse to do anything about shipping refunds. They have no records from anyone I talked to, no records from the delivery guys, nothing. They refuse to let me speak to anyone else, and said "it is what it is."

In summary, this was insane to go through for one small chair. If you think you're going to get a better experience or product from a Williams Sonoma brand, think again. Buyer beware - the Pottery Barn experience has changed. Whatever you thought about them in the past, this is not the same company anymore. I used to love them, I would have recommended them to anyone, and I would have used them in the future...but never again after such a terrible experience. Such epically poor customer service will not be rewarded and I will do everything I can to caution anyone else from shopping with them. Buyer beware!

The next day we purchased the recommended light bulbs and we have a difficult time getting them to stay straight in their respective light sockets. At the time of sale, the salesperson told us to contact her if we have any issues with the product or the delivery. The Since the product is very large and heavy to return to the store, we contacted the store in UTC and spoke with the salesperson who said she will contact the customer service and get back to us the following day. It has been two weeks and we have not received any response re this defective product. Customer service should matter specially when the product is defective.

I have spoken to Warehouse employees, delivery drivers, the designer, the Jacksonville store GM, 4 to 5 Concierge employees and still do not have a delivery date. I can not believe the incompetence from the Top level. I realize in this economy it is becoming harder to meet customer dates. However, if I had been told from day 1 it would be 4-5 months before delivery. I could have made an informed decision about ordering from Pottery Barn. Instead Pottery Barn has received payment in full on November 16th 2022, while I am still waiting on my order.

I have been the one making phone calls and escalating to managers weekly. It is completely wrong that as a consumer I am making weekly phone calls to managers. I'm not sure what else to do at this point. I have talked again to the Local GM and she's trying to escalate to the Supervisor over Customer services. However, I am completely disappointed in this experience with Pottery Barn. If this situation is ever resolved I will not order anything from them again. If it's not resolved I expect a full refund and someone to come and pick up the items delivered.

Pottery Barn re-ordered the table and over three months later I got another email that it was shipping again. This time only 2 weeks passed before it was ready to schedule a delivery. Called immediately after getting the last email and scheduled a delivery date which was 3 weeks out. Today the table was supposed to be delivered and I received 2 emails with the date and time showing March 1st. I called today, March 1st, to check on the delivery status and not to my surprise they changed the delivery date to tomorrow, (without notifying me) the exact time I have a doctor appointment scheduled. I’m not even changing my doctor appointment or delivery date because I believe it’s all a lie and it won’t be delivered.

NOW FOR CUSTOMER SERVICE. Customer service as we all know it does not exist at Pottery Barn. Yes, they answer the phone and yes they are full of apologies but the actual truth is that Pottery Barn customer service has no authority to do anything about any situation in my experience. I’m not kidding when I say that I had to call Pottery Barn over this issue a minimum of 30 times. Not even joking. I have literally spent one and a half full days of my life trying to get something done about the poor service they are providing. In no way was I rude to them yet multiple people were frustrating, rude, and just gave me an attitude as if I was ruining their day. No joke. I was treated as if I were a burden but definitely not like a customer that had been lied to 30 times, many times by separate employees.

This morning I spoke to a supervisor, Holly. What a peach. She actually told me for the 4th time, "I’m telling you I can’t do anything for you." This occurred while I was asking for them to email me my new appointment date and to give me some sort of proof it was actually scheduled for tomorrow. She absolutely refused to send me that information. This isn’t uncommon for them. If you want to speak with an upper level manager FORGET ABOUT IT. I spoke with two supervisors that promised to have upper management ie their supervisor, to call me. They said they would and they never did. Yes I have voicemail and never once did I receive a call from them or miss a call where they left any sort of message. Juanita W. J.

Pottery Barn Senior Lead, (mercifully removing her last name) was one of the supervisors that had absolutely no authority to do anything promised me her supervisor would call me. I have her name only because she was the ONLY person that gave me an email contact. Well guess what, her supervisor NEVER called. I emailed her again and she again said they would contact me. NOPE. I offered to have them ship via FedEx, UPS etc and offered to pay more or have them keep the difference from the 400.00 home delivery fee. I offered to pick it up myself from the delivery center. NOPE. Pottery Barn just DOESN’t CARE. As a veteran I feel like they treated me like trash over the last 9 months.

Here’s my warning. The reviews on this site are REAL. AVOID POTTERY BARN AT ALL COSTS. I will NEVER buy a single thing from them again. Horrible customer service because Pottery Barn actually doesn’t have any. UPDATE: as I was writing this they called and asked to deliver to us tonight. SUREEEE. They came by (well after dark) and dropped it off BUT they didn’t bring the legs, just the marble insert. Not even the whole dang table. Ugh. It will sit in our garage for another 9 months I’m sure. This is a JOKE.

When I called customer service for an update, they couldn't help. And then my "representative" assigned to my case called me and reprimanded me. She told me I was only making things worse by opening new tickets and by calling for updates. I was floored. Again, no estimate on delivery. Out of the blue I got an email that my furniture was ready. Finally! Then it arrived....and they built it backwards. Come to find out, the in-store designer put in the wrong order and had the chaise on the wrong side. So I had to send it back again. And then again, no one contacted me or communicated with me for a month about the plan. So I finally just called and demanded a refund. Mistakes happen but this is beyond ridiculous. And the way I was reprimanded by customer service was stunning. I cancelled my PB credit card immediately. I will NEVER order anything from them again.

Our budget was around $100 but I liked the extra piece so I got on the phone with my friend and we agreed to go a little over the budget. Kristin then rang up my order and then said that one piece was actually going to be $20 more. Pretty random and disappointing. I asked if we could check with the manager because we had already totaled it up and agreed on the price. The manager stopped for not even 5 seconds and as soon as Kristin tried to explain to her the situation she barked NO! And turned her back and walked away. Would not even talk to me. This was unbelievable.

I’m a customer and an error was made and the result was ‘too bad’! Arrogant, flippant and unapologetic. I actually think Kristin (sales associate) was embarrassed by this behavior. Didn’t get an apology from her either. At this point I just said fine. I paid the extra and left with a very bad experience. I will think twice before coming back. Product not available when it showed it was, pricing errors and arrogant store manager. The Trifecta!

Again, no one even called to explain what was happening or why. Now they say we need to start the process again and wait another 2 months to receive the bed. Seriously?! Wait 8 months for a bed with the chance of this all happening again? Not even the smallest indication of fault or remorse or willingness to do something to make the situation right (could have offered free shipping or a discount at least something). I've never taken the time to write a review in my life, but this is the worst possible service I've ever experienced. Strongly advise others to avoid Pottery Barn at all costs. They're doing everyone a favor by just existing.

After calling customer, I was informed they will have to do a dock search to locate the item before delivery can be rescheduled. Pottery Barn has some serious logistics issues if they can lose a large piece of furniture and then not notify the customer until the last minute while they are sitting at home waiting on the item. Why did I get tracking info and a delivery window if they had no idea where this item was? I would expect this from Buy Buy Baby or Target but not a store selling chairs for $1500.

At this point, if it's not located, I cannot wait for a new custom chair, I have a baby arriving in 2 weeks! I will be forced to look elsewhere. This sucks because the changing table/dresser we also purchased was delivered soon after ordering and we had zero issues with that but delivery of this custom chair has left a bad taste in my mouth and makes me never want to order custom furniture from Pottery Barn again. To make matters worse, the customer service rep I initially spoke with failed to mention that the warehouse was closed on Saturday and Monday, despite telling me they would search for it in the next 72 hours. What a nightmare.

Shortly before calling, the first piece arrived to our home. When on the phone with the agent, she clarified that Pottery Barn doesn't do any price match or sale honoring. I noted that I'm just going to cancel my order and re-purchase, so essentially it's the same thing, I just have to go through the hassle of taking it to the store and they have to ship it back to a factory, to ship another one to me. This extra shipping and my needing to take the piece into the store for a return just creates more pollution and headache for me, the store workers, and the warehouse staff that needs to restock the same item they will re-ship to me. While I tried to say this makes no sense and is just a waste, I asked if there was any way we could avoid the extra hassle and the customer service rep talked down to me like I was an idiot. I've had only good experiences with Pottery Barn in the past, but this really soured my view.

Last week I was scheduled to receive the replacement that was lost in July/August. The day before the delivery when I called to check the status they informed me that they are unable to locate the item. Someone always promises to call back with an update but they rarely do and clearly no one actually follows through to ensure the produce gets to the customer. Absolutely the worst customer service and logistics operation that I have ever seen. I have no idea how this company stays in business and would never recommend them to anyone.

Back in 2022, the best PB could do was offer us $100. Big deal. But as we liked the style, we stupidly accepted. Now we are out $900 as the furniture will have to be replaced. Upon contacted PB again, I got a canned response about letting quality control know of the issue. Why would they care since this has been discontinued? A second color is still available, but it is not the same plastic garbage. I now understand their limited 30-day return window. They know their furniture is of poor quality, but that it will last just long enough for buyers to be stuck with it. They are enriched in the back of their customers. I wonder how many return????

Original Review: Feb. 20, 2023

If you're considering ordering from Pottery Barn, I urge you to reconsider. This company is beyond deceptive when it comes to delivery estimates. They'll promise you a delivery date, only to push it further and further out once you've already placed your order. But it gets worse. When you finally manage to schedule a delivery day and take time off work to wait for your purchase, they'll cancel your delivery without warning or explanation the evening before. And when you try to find out what's going on, their customer service reps are completely clueless and unhelpful. To top it off, my order has been stuck in limbo for a month with the status "in transit to delivery center" and absolutely no progress made. And don't even get me started on the open box sofa that was supposedly ready to ship - that was a complete lie. Save yourself the headache and avoid Pottery Barn at all costs. This company is a complete mess and their customer service is a joke.

It's important to note that Pottery Barn seems to be aware of their poor handling of furniture and customer service and delivery issues, as they have disabled reviews from their website. This is a clear attempt to hide negative feedback and maintain the facade of a reputable company. However, customers are not easily fooled and have turned to external review websites like ConsumerAffairs.com to share their experiences. It's become clear that Pottery Barn's business practices are nothing short of a major scam, and their inability to provide reliable delivery estimates and truthful information about product availability is deeply concerning.

If a company can't handle negative feedback from their own customers, it's a sign that they're more concerned with their reputation than providing a quality product and customer service. It's clear that Pottery Barn is not living up to its promises, and customers deserve to know the truth about their deceptive business practices.

After calling they refused to give the shipping back. I kept explaining the situation and the fact that the second email says the sofa was “back ordered”, not “in production”. I have filed a dispute with American Express. I don’t believe I am going to get the shipping fee back. Do not order from Pottery Barn. I have spent hours on the phone trying to cancel the order and get the shipping fee back. I will never step foot in another Pottery Barn and neither will anyone I know. Worst furniture experience of a lifetime.

After being hung up on by the customer folks, I called back multiple times. When I finally got through I was told to either just wait for the item (even though they couldn't tell me if it was going to be delivered and when) or I could cancel the order. They couldn't even tell me if the fixture was in stock! No one could answer why I was charged and no one could answer if the light would be delivered.

Everyone I spoke to was callous and uncaring. I finally had no option but to cancel the order and file a complaint through the better business bureau. Their only response was to reach out to me to tell me they wouldn't assist me on my complaint since I cancelled the order. They wouldn't even acknowledge they took $1482 from me without delivering the item. This is clearly theft. After the BBB complaint I was able to get my money back after 6 weeks but buyer beware! There are crooks running this company who believe they can charge you without delivering what was purchased.

Finding out after the fact they did the same thing to my daughter in law. She contacted the vendor herself and had the international order cancelled. Like a used car salesman, if they get the merchandise in your house they hope you won’t return, but they will stick you for shipping. Scammers!!!! Do not buy from Pottery Barn. What an awful way to treat customers.

Original Review: Feb. 15, 2023

I ordered a bed from Pottery Barn in June 2022. At the time of the order the bed was supposed to be delivered by August 24, 2022. August came and went with update from Pottery Barn, so I called in and spent 31 minutes attempting to get an update on the order. I was told the bed was not going to be available for delivery until November. I was contacted the first week of December by the delivery team who scheduled a delivery for December 8 between 9-11. I took off work and was present expecting the delivery. Nobody called nobody showed up. I placed another 52 minute phone call to only be told the bed did not come in, and they did not know why they scheduled the delivery. At that time I was told it would be February 2023. So I am forced to play the waiting game once again.

I contacted Pottery Barn the second week of January to get an update (again another lengthy phone call), and the delivery was scheduled for 1/13. I took off another day from work to be present for yet another delivery. When the drivers arrived three hours outside of the window given, they did not have any of the pieces of the bed to be delivered, and ZERO effort in attempting to figure out why. The delivery was rescheduled again, forcing me to take another day off from work to be present.

On January 17th, the rails and rails only were attempted to be delivered instead of the entire bed. The delivery driver suggested I reject the delivery which would allow for Pottery Barn to provide an update on when the remaining parts of the bed would be delivered. Natalie from customer service informed me that I should keep the rails to the bed and she would get the additional pieces delivered, however the delivery team instead of waiting outside left. She did schedule for the headboard and footboard to be delivered on January 23, again another day I had to takeoff work.

On the 23rd the delivery team arrived with the headboard footboard, but no rails so they could not put the bed together. Since January 23 I have contacted Pottery Barn 11 times with each call averaging 22 minutes to be told something completely different by each person that I’ve spoken to. Every single phone call I was told they would look into it and someone would contact me. Nobody contacted me on their own until yesterday on February 14, I called in and spoke to two different representatives with customer care. I requested that a message be delivered to Natalie regarding this order as she was the one who had managed to get some of the pieces of the bed delivered. Prior to her returning my phone call, I was told by customer service the bed was no longer in stock, and they would be unable to fulfill the order.

This morning on February 15th Natalie returned my phone call. She informed me that the bed was no longer available and they would be unable to send out the rails to assemble the bed. I expressed my clear frustration over the number of days I had taken off from work, the delays in receiving the bed, and the amount of time I have had to spend seeking a resolution. She connected me to a gentleman who offered to change out the bed for a different color for the same price.

Even though this was not ideal, I understood the bed no longer being available in the color I had originally selected (it was clear I was not going to get the bed as originally ordered), and reluctantly agreed to receive the bed in the bone finish. The representative placed me on hold for a total of 42 minutes and came back and said unfortunately, his supervisor advised him that the most they could offer me was a 15% discount off of the difference in price between the finishes as the bed is no longer on sale. Again, no mention of the fact that I had four days I took off work, and including the current call I was on being the 12th phone call since January 23, that was all that they could offer me. So essentially after eight months, repeated failures on pottery barn's side, my time and energy I am not getting any bed.

I will say that I personally know someone else who ordered this exact bed on September 8 and it was delivered on the 26th to them. They did not purchase the bed on sale (I purchased during a sale and paid a sale price for the bed), but they paid full price and received their bed. Not sure if this had anything to do with it or not, but seems suspect to me.

Pottery barn clearly has work to do with regards to their customer service. Failures on all levels from start to finish, and I feel duped and deceived and eight months later have nothing to show for it. Needless to say, I will be taking my business elsewhere where every customer regardless of the price they pay for an item is treated fairly, and there is genuine appreciation for the customers, time, energy and patronage and when facing failures on their part offers a resolution equal to the issue.

What an absolute insult Pottery Barn. You have held my money for EIGHT MONTHS, I’ve missed four days of work, and placed a total of 17 phone calls since September (12 of them since 1/23) totaling more than EIGHT HOURS and that is an acceptable resolution? Acceptable would have been as offered by your representative and delivery team to deliver the bed in a different finish for the same price, but after wasting another 42 minutes for his “supervisor” to reject and offer 15 percent… WOW - I am left speechless and insulted.

I ordered 3 products from the North Collection: the North Reclaimed Wood Platform Bed (king), the North Reclaimed Wood Extending Dining Table, and the North Reclaimed Wood Buffet. I ordered all of these products at the same time, in July of 2022. It wasn't until September when the first product arrived (the bed) - and that's when the nightmare started. Below are the details of the problems with each product.

6. On top of all of this, I found out I was pregnant around the time our bed first arrived. We hadn't been able to use the bed at all given the broken state, so the whole time this mess was in the works my husband and I were sleeping on a mattress on the floor in a different bedroom in our house. (Don't get me wrong - I've slept on plenty a mattress on the floor in my life, and I know that's an incredible blessing in itself - we are very fortunate and I know many many people aren't afforded the same luxury.) I'm just saying that it's not ideal given that we paid a lot of money for this bed that we should have been able to have been use upon delivery.

1. Once the table arrived, we were sorely disappointed in the quality. It was wobbly, and the material felt light, cheap. Given that it's an extendable table, the tabletop wasn't thick - quite hollow to accommodate the leaves (which makes sense) but I have seen many an extendable table and that fact alone shouldn't limit its sturdiness. You can have a solid, thick table that's still extendable. I think this ultimately had to do with the material. It was easy to wiggle - definitely not what we were looking for. We returned this product.

2. This product had been sitting in our home for just one month before we noticed that 2 large cracks appeared on the right door, splitting it totally from left to right at the top of the door and the bottom of the door. Apparently, the door cracked from the level of dryness in our home. It was an confirmation that the buffet was constructed poorly and made from subpar material. Quality furniture shouldn't just crack and break that easily. We returned this product.

If you can imagine it, the easiest part of our whole experience with Pottery Barn was the return process. Thankfully we received a full refund for all the products, and they were picked up fairly quickly and efficiently from our home. Everything else (order to delivery) was a complete nightmare. Something about Potter Barn has changed between the time my family members ordered their products and from when I ordered my products. My guess is that Pottery Barn switched suppliers at some point, opting for a cheaper option but deciding not to lower their prices any. If they are offering this kind of quality and service, their products should be SIGNIFICANTLY cheaper.

I also don't like the fact that PB doesn't have any public reviews available on their store site or their store Facebook page. I have heard that quality and customer service issues with PB are abounding, but we can't see that unless we dig into external review websites like this one. I really wish I dug into reviews before ordering my products.

I tried to cancel everything but they said it was impossible and I would have to wait to return once getting the items. Well I just got the items and went to start the return process and it says I CANNOT return anything. This is absolutely ridiculous. My experience with pottery barn has been terrible since day 1 and would not recommend shopping at Pottery Barn for anything!

I didn't question the partial refund for a few days until I realized that it was partial and I called again to find out why. At that point I was assured in 3-5 business days I would receive a full refund and the system was just canceling the order fully. 10 days later, still no refund, I go to call again and realize the order has once again been re-initiated and now I apparently ordered two sets of everything and only one set (bedframe and two side tables) has been refunded and processed and another is ready to be delivered to me. Also, still no full refund. I still haven't received confirmation of the cancellation and full refund but I'm hoping third time is the charm. Anyways, lesson here is don't order anything you even MIGHT cancel because canceling an order has apparently not been put into Pottery Barn's system.

The number of phone calls to resolve this is daunting (I feel bad for our sales person, who, evidently, has minimal support from customer service). No teamwork at PB whatsoever. Is it resolved? Nope. They reordered a new sectional so now I have to schedule another flight to receive the new sectional and HOPE it's not lost or whatever. Oh, wait, I received two emails after canceling the order asking me to schedule the (cancelled) sectional delivery, but the year was a decade away (2032). How about that? Kooky.

As of today, I have spent hours on hold, then on the phone with everyone from customer service, various delivery hubs, warehouses and departments. Every single person has a different excuse or story to tell. I have been given different phone #'s, different extensions and different answers. I ordered outside patio furniture (a table base, table top and 2 benches) in Oct. 2022. They were all in stock and ready to deliver. Ha! By December, I had heard nothing. I had enough. I was then told, "oh, your items are there but waiting for you to call to schedule." "All warehouses are different and that warehouse doesn't call you when it's in, you need to call them to check." Really?? How about notifying me? How about showing online that it's ready to schedule instead of just showing "in transit"? But that didn't matter because even though it got scheduled for Dec. I only received one bench and the table base.

After more hours on the phone, I then received my second bench in January. Still no table top. The table base is in a huge box sitting in my garage. During today's 1 plus hour long hold time, I got someone who had no idea what was going on, and only saw notes from Dec., even though I have had numerous phone calls and scheduling with this company in January. She tried to get a supervisor but a supervisor wasn't available so she reached out to "leadership". They supposedly sent a "doc search" email to the local hub that I was told over a week ago had my table top and were going to deliver last Friday. I was told nobody can actually call that hub because it is new and "didn't have phones yet!!!"

The real kicker is I still have a bed out there in crazy land that was supposed to be delivered last month. It's now Feb. Can we guess how this will work out? I have other items that have problems that haven't been solved either but nothing to the magnitude of the patio furniture. Run, delete your order, cancel if you can before placing an order with Pottery Barn. It's such a shame because like most, I loved them! But, after this, our relationship is over.

Original Review: Jan. 30, 2023

On January 7, 2023, I placed an order online for the 91" roll arm Turner sofa in "quick ship" Statesville Molasses leather and an "open box" roll arm Irving armchair in Statesville Molasses leather, both listed as "available to ship" on the Pottery Barn website. I avoided considering any furniture that was not listed as immediately available to ship, with delivery estimates within the same month, because I am without furniture, using folding chairs.

As soon as I had actually placed the order, and paid, a received a new delivery estimate of "January 30-February 17." I don't understand why the website can't accurately list delivery estimates until after a customer has paid for furniture and placed an order. Moreover, once an order is placed, and the customer receives that new estimate, it is impossible to cancel.

I adjusted reluctantly to the idea of waiting for a call from Pottery Barn to schedule the delivery in the next few weeks, and to having a date for furniture delivery between January 30 and February 17th. However, today is January 30th, and I still have no way of checking the actual tracking information of the chair (which is the hold-up––apparently the sofa is at the delivery center), so I can't know how far it is from the delivery center or get any idea of when the call may come to schedule the delivery of the furniture.

There is no "online chat" feature for actual customer service at Pottery Barn, so I have called Pottery Barn three times, and every time moved through their long automated system of robots, in which there's no way to just press a button to talk to a human, and repeated "I want to speak to a human" enough times that the robots finally transferred me to hold. All three times, I then waited on hold for a long time to speak to a human representative at Pottery Barn.

When the human came on the phone, they had no additional tools to learn more or help. I asked if I could change the order to a different chair that was listed on the website to ship faster, and was told I couldn't change it. I asked if I could pay more for faster delivery, and was told that's not possible. I asked if I could be shown any kind of tracking so I could see where the chair was in its journey to the delivery center, and was told that even Pottery Barn representatives have no way to know any of this information.

I don't understand how a very well respected company (I had thought) has 1) such terrible communications with its customers, making it very difficult to just speak to a human; 2) lack of access to information by its phone employees; 3) inaccurate delivery times listed on its website; 4) lack of options for the customer to track the location of an order or to change an order after placing it.

I am reporting this to help anyone considering Pottery Barn for a furniture order. Right now I am wishing I had ordered from another company, even though I have always respected Pottery Barn and considered their products to be of high quality. I'll update this report if I have a happy ending to this situation (as well as if I don't).

"It looks like you have multiple pieces, but I have no way of checking where they are."

We ordered $20,000 during the pandemic about 1.5 year go, they gave us the correct expectations, it will come in 5-6 months. We were okay with that, why? Because it was honest from the start and we knew what to expect. In November our Master Bed Broke, we ordered a new king. First Delivery Day was the end of December, then updated to January, now updated to February. Let me tell you, this company is a disaster starting with the CEO all the way down to the store employee. We have placed 13 phone calls, emailed executives which none of contact us to ask about our experience. We are certain we will never get our bed, but what can we do? As Pottery Barn says, no matter where you go you will deal with the same issues. Heart Broken.

On August 2, 2022, I placed an order with an estimated delivery of August 14-28. Two Farmhouse headboards, two Farmhouse 4 drawer dressers, two Farmhouse mini nightstands and two Berkley 25” lamps were ordered. On august 9th, the lamps were promptly delivered. On August 25th, 10 minutes past the delivery window, I received a text that the delivery was cancelled. The order arrived in multiple deliveries with the final nightstand being delivered on December 1, 2022. The initial day in which the order was to have been delivered, I instructed my team to discard the unwanted /unneeded furniture. When I discovered the furniture was not being delivered, I had to scrounge for odds and ends of mismatched items to outfit my two hotel bedrooms. Needless to say, I presented my customers with an inferior product and not the sleek look I had planned. The time lag was totally unacceptable.

On August 23, 2022, I placed an order for a Black Chloe king size bed and a Black Chloe dresser. To this date I still do not have an entire bed. The initial timeline of delivery was mid-September for the dresser and mid-October for the bed. On November 1, delivery was scheduled for both the bed and the dresser. That day, only the bed rails and slats were delivered. Alas, no headboard, no footboard, nor a dresser was in the truck! On 11/15 the rest of the bed and the dresser were rescheduled to be delivered. The headboard minus the footboard and a damaged, dented and moldy dresser were delivered. I kept the headboard to go with the rails and slats I had and sent the dresser back.

On November 23 the bed and dresser were rescheduled to be delivered, but again there was no bed was delivered and the dresser was an incorrect model. On December 27 the Chloe bed was again scheduled to be delivered, but in fact, it was not. The dresser arrived on January 17, 2023. It is not perfect in any way and has imperfections in the paint. As for the bed, a representatives put in an order for the replacement bed, which may arrive in February. Despite many phone calls and interactions with supervisors, nothing has been resolved. I have a room that I keep hoping will be completed. The hotel room I ordered the Chloe bed for is still not fully furnished. Every day I do not have the bed, it costs my business $500.00.

On September 15, I placed an order for two Fairview Upholstered Armchairs with an approximate shipping date of Oct. 15 – November 1, one Byron Bunching Table, and the Easton Forged-Iron Round Sectional Floor Lamp with Easton Sectional Shade, Antique Brass with an approximate shipping date Oct 1-15. The bunching table arrived immediately on September 21. I expected the lamp and chairs to be a later date of arrival and was willing to wait for them. The shade was delivered on November 29 and the lamp was delivered on December 13, far past its estimated arrival date of October 15. However, the chairs are a “to be continued version” of this saga. On September 26, I received an email saying the chairs were shipped. On December 13, one was delivered. And on December 13 this was the communication I had with a representative regarding the delivery: “Fairview Chairs - **. 1 being delivered today 12.13 - 1 Delayed in transit expected LATE DECEMBER”.

On January 4, I was notified that the Fairview chairs were no longer being made by the manufacturer, and that I needed to select something else. Again, I selected and paid for chairs that were in the timeline, that was good for my business. Now, I have one chair that serves no purpose. I checked on the website and it states that there are Fairview chairs available and there would be an approximate delivery date of January 26 -30.

This leaves me to order #** which includes a Chloe Bed, King with an approximate delivery date of Oct. 25-Nov 8, Ash Gray, a Chloe 6-Drawer Wide Dresser, Ash Gray with an approximate delivery date of Oct 9-23, and Chloe 24" Nightstand, Ash Gray, Set of 2 with an approximate delivery date of September 27-29. The order had different projected arrival dates ranging from September to early November. The dresser was delivered on October 27. The bed was supposed to be delivered on that same date but was not at the delivery location. One night stand arrived on December 27; the other one is still missing. The bed is lost in outer space, I suppose. On January 5 and again on January 19, I sent my contact emails regarding these orders and as of today I have received no response,

This is an unacceptable state of events, and a resolution needs to be found for the missing items immediately! There are huge issues that need to be resolved within your operations, as you can see from this letter. I need and want the furniture, for which I ordered and paid. And the unnerving part is that the furniture is now on sale at a considerably lower price than what I paid. I have spent an inordinate amount of time pursuing the aforementioned orders and have worked with countless agents trying to resolve the issues, but nothing has worked. I am hopeful that a quick resolution will be found for these issues.

Less than 4 months later we noticed my grand-daughter waking up with paint chips on her lips and chin and her sleep-bag, and noticed that the top rail of her crib the paint was chipping into very tiny paint particles. My grand-daughter did not yet have any teeth poking through. She was gnawing on the crib rail. The paint used by the pottery barn is of the worst quality and I worry that it is a choking hazard to my granddaughter, and very likely a dangerous situation if she swallows these paint chips. We called customer service and wasn’t given much help so I asked to be put through to a Supervisor. Gina **. At first Gina appeared to be understanding and willing to help get the matter rectified. I sent photographs of the paint chipping on the crib and the evidence of the paint chips on my granddaughters sleep sack.

My daughter and I decided to purchase organic teething rail protectors from a company in Texas. They cost me $107.00 U.S. funds. After many e-mails back and forth, I had suggested to Gina at the Pottery Barn that they at least provide us with either compensation for the price I had to pay for the rail guards to make the crib safe for my granddaughter, or a gift card for the same amount $107.00 for a future purchase. Gina refused to issue any credit in any amount, or provide a gift card. Nowhere on their website did they tell you that to make the purchase of the crib safe that you should buy rail guard teething covers to protect your child from the chipping and peeling paint.

As I had a daughter with a white painted crib, and that paint did not chip or peel when my daughter gnawed on the rail during her teething. I have enquired with other young parents of children who have painted cribs and none of them have had paint chipping like we have experienced with my grand-daughters crib from the Pottery Barn. The quality is severely lacking. I would NOT RECOMMEND purchasing any crib from the Pottery Barn as the quality is sub-par especially for the price point you pay. Even after notifying Pottery Barn that without any resolution I would be submitting a negative review on-line there was no inclination to make this situation right. Obviously the company does not care and has such a huge share of the market they do not need to make things right with their customers. I will write to the CEO of Pottery Barn Kids as well. For any parents about to have their first child purchase your baby furniture somewhere else other than the Pottery Barn Kids.

Kathy

- $1,212.31 charged 4/30/22 for the Vintage Chestnut Pittsburgh 48" Standing Desk. Half the desk has been sitting in pieces in my husband's office since 11/3/22 & the other half is sitting at my city's delivery hub ready for delivery. Original delivery date canceled to show zero estimated delivery date for an item ordered 4/22.

- $1,551.73 charged 7/20/22 for the Champlain Upholstered Wingback Armchair. PB has no idea where the item is located. Original delivery date canceled to show zero estimated delivery date for an item ordered 5/22.

- $3,355.80 charged 8/11/22 for the Dutch White 102.5" L x 84" H Aubrey Wall Bookcase. Return was created since PB's white glove company on multiple occasions was unable to assemble the item. Merchandise was picked up for the return by PB's White Glove company on 11/10/22. No money has been refunded, preventing me from purchasing a replacement bookcase for the one PB could not provide me. Item ordered back in 5/22.

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.