Pottery BarnReviews 576

Ordered coffee and side tables with promised delivery in two weeks. As of today, it has been 12 weeks of lies and broken promises from customer service - on hold for no less than 30 minutes for each call, and each rep will additionally place on hold … and have virtually no information about the missing portion of the tables. I so wish the saleswomen at the store would have been honest and decent human beings and let me know up front that it was anyones guess when the merchandise would arrive. Now all I receive are bogus updated ship dates. Calling both the local store and customer service weekly. PB IS THE WORST. NEVER AGAIN.

Ordered Benchwright Dining Table on July 12th which showed as in stock and ready to deliver. Delivery window given was July 17-July 31. I called customer service several times the week prior and was told that the item is "in transit" but no one could tell me where it was or when it would be delivered. On August 1st, I was given a new delivery window of August 5 - August 25. I inquired about the delay and no one was able to tell me the reason for this new delivery window or when the table will be delivered.

Pottery Barn is supposed to be a premium product vendor given the prices they charge. I will spend my hard earned money with a real premium vendor and warn you to stay away from this joke of a company.

We ordered a vanity from PB and after waiting several months for delivery despite advertising " in stock". It arrived badly damaged. They reordered and after over 2 month wait it too arrived damaged!
We asked for a discount due to our frustration. They would not even match current sale price they posted for exact piece stating no price adjustments.

They do not care about their customer. I will no longer shop there

Waiting 6 months for an entryway table, finally got delivery scheduled. They canceled the morning of saying they lost the table in the warehouse. After waiting 3 days for help, they ordered us a new one saying there was 62 in the warehouse and we would have it the following week, the shipping date is 25 days from now!

Will never purchase from here again.

I am so disappointed with pottery barn this time around. Enough that this will be the last time I'm ever purchasing anything from them. I bought a bed in April wait was 3 months ( no problem) I can wait. Fast forward to delivery time. I get a July 5-21 window, great. Appointment day is July 9th 9-11am, I get an email at 11 that it's canceled. Delivery # 2 get canceled at 2 hours into time window and so does Delivery #3. Customers service will require a different review coz the rudeness is unwarranted considering what I need to know. Today is July 29. I have no bed no answers. I have no idea what's going on. This is the $259 delivery I paid for.

Pottery Barn sells high quality home furnishings and decor, but their customer service and willingness to make right their mistakes is embarrassingly poor. I recently ordered a dining table that they said was on back order. I waited seven months, and purchased items to accompany the table, only for them to tell me the table order would never be fulfilled. When I requested they price match a similar table to make right their error, and the countless months and hours and hours of my time to resolve the issue, they simply offered me a discount, which means that I am out-of-pocket almost an additional $500. Completely unacceptable for an error of their own making. I hope they are ashamed of the way they treat customers who spend thousands of dollars on their merchandise, but I'm not holding my breath. Buy from them with caution, and perhaps limit purchases to items you can pick up in their stores. I will likely never make another purchase from Pottery Barn after this experience.

I ordered a bathroom vanity and was given a 16 day delivery window, beginning about 2 weeks from the day I placed the order. They called at the end of that window and I scheduled the delivery for the first available date. The morning of the expected delivery, they cancelled because the item had not arrived at the delivery hub. I was told they would get back to me within 72 hours to reschedule delivery. This was unacceptable to me, as it was now a month since I ordered the vanity, so I called customer service. I had two simple questions: where is my vanity now, and when will I have it? I spoke with multiple CS reps, who spoke with multiple supervisors, and no one could give me an answer. I asked if they could guarantee that my vanity would be delivered before the weekend (this was a Tuesday) and they could not. I cancelled the order and ordered an *identical* item (I suspect it is the same manufacturer) for $500 less from another company. I won't order from Pottery Barn again.

This is the worse company I ever had the displeasure of dealing with. I would give negative stars if I could.
I ordered a desk from them in April and they shipped me half the desk 2 months later and could not tell me where the other 1/2 (top of the desk) was after calling them and texting with them repeatedly. The top of the desk showed shipped in their web site and it stayed in that status for 2 months and they could not tell me where the item was. I had to repeatedly call them to get a status and all they could tell me was it shows shipped but we need to put in a ticket to locate it. I asked for a tracking # and they said they don't provide one. What is worse is that I was lied to repeatedly when I asked for a status. It seems they were making stuff up cause they did not have a good answer. Finally, on July 21, I get a text saying they are delivering my desk top on that day only to receive another text later saying they are cancelling the delivery due to truck malfunction. I called the same day to ask when they are going to deliver it and they told me it would be delivered on July 26, but I get no text on July 26. I call again and they tell me that they didn't schedule the delivery and that they can deliver it on August 1st. I asked to speak to a manager - and good luck with that experience if you ever need to speak to one - on hold for 45 minutes and got disconnected. Horrible experience. Worse company I ever had the displeasure of dealing with. Horrible way to track their packages, horrible delivery process, and horrible customer service people. What customer service, really? It doesn't exist at this company. I cancelled all my other orders due to this experience because I simply do not have the time to chase them down for my orders, and I do not need the aggravation. Oh, and when I called to cancel an order that they haven't built, which I understand is custom, but they haven't even built per the info in their web site and that will be shipped in October / November, they told me I cannot cancel it because it is custom. Really? Well guess what Pottery Barn, I put a stop on that payment because I am not going to deal with you anymore.

We have been waiting for months for a teak table that should have been delivered in June. Their system shows as it was in and ready to be delivered to us; we never received a call from them, so we followed up and were promised a call within 5 to 7 days, and its been 14 days, and we have tried reading their customer service to no avail. If you order from these folks, beware that they are long on promises and short of delivering.

Pictures and price tag are very impressive, when you get goods after a looong wait they are not what you expect.
Try to return it and you will be like, waiting on the phone for at least 2hours everyday for the last 10 days.

After paying thousands of dollars for a new couch from Pottery Barn, it was less than two years after purchasing that the cushions broke down and sagged like it was a 50 year old couch!

Placed an order from Pottery Barn in February for expected delivery in late May. Outside date on the delivery goes by with nary a word from PB. I try to find out what's going on and, after about 6 calls and 2 weeks, am told that the item is in the US, through customs, and ready to be delivered to the distribution facility where it will then be sent to us by June 24th. June 24th comes and goes, again, with no word from PB so I call back and am told that, no, the item hasn't even been built yet. I ask to speak with a member of "leadership" who, I am told, is running the checks with PB's vendor to see where the item is and also "has more tools" to check on orders. I'm promised a call back in 48 hours and don't receive it so I call back again. I don't get a real answer for why I didn't get the promised call back but they place another request for a call back and, again, I'm told within 48 hours. 4 days go by with no call back. I call up and don't get an answer for why I didn't receive the call back but am, instead, told "they're normally very good about returning calls" - well, all in all, I was promised 4 or 5 call backs from Pottery Barn during this process and received exactly 0.

I'd note that the entire time PB is trying to blame the delays on their vendor which, Ok, maybe but also you took the order and never told me we were beholden to some Vietnamese manufacturer whose experiencing delays that, I have no doubt from reading other reviews, were already ongoing when I placed the order.

It's one thing to have production issues OR have bad customer service. But to have both seems like a perfect way to lose customers and destroy your reputation. I'm done shopping at Williams Sonoma, PB, PB Kids, or West Elm and will be sure to share this story with anyone who shows any interest.

Small items are fine, they ship directly from them or a store and it's no issue. The SECOND you have to deal with customer service, just prepare yourself. Every time I have called I've been on hold for over an hour before getting to a person. My delivery was a comical mess. Terrible communication, people outright lying to me about my order, and only half of what I ordered showed up and the customer service woman, after having me on hold for an hour and 13 minutes, told me it was because of Covid. What? Covid messed up HALF of my order? I understand delays, but why did you schedule when your site explicitly says you won't schedule until everything is there? I patiently waited two months for my bed and got exactly half a bed. When I asked to talk to a supervisor she begrudgingly said "yes, but it will be a 15 minute hold time." So to talk to a manager you have to be committed I guess because they don't care about your complaints or issues unless you're serious about it I guess. They also played games with quality of the phone call. Mind games and any and all attempts to anger you into hanging up. Absolutely despicable service, would not recommend to anyone.

My husband and I purchased a dining room table to November 1,2021. As of June 21,2022 we still do not have the table. Dealing with Pottery Barn customer service has been the most horrendous customer service we have ever had in our lives. The table was originally suppose to arrive January 1-14, it did not. It was finally scheduled to be delivered in March of '22 but was cancelled the day of delivery due to the top not passing some sort of quality inspection. We were then told that the table would arrive in June. We got an email the week of delivery date to schedule the "table base". My husband immediately called Pottery Barn who assured us the entire table would be delivered. The delivered arrived and only the base come. Until this point my husband has been the one dealing with Pottery Barn customer service via email. Last Tuesday they did not even respond to the email when asked about the location of the top of the table. Yesterday I called the customer service line to get clarification on the situation. I was on hold for 1 hour and 15 minutes. I was told a supervisor was looking into the situation and someone would call me back the same day. No one did. I called back today, again, and waited to talk to a supervisor. I talked to a supervisor who stated she was on the phone with the delivery service and asked if she could call me after she talked with them. I confirmed that this call would be in the next couple hours and she confirmed stating it would be, "right after she talked to them." It has been over 3 hours and no one has called. It's intentional that no one is helping us with this problem. ABSOLUTELY HORRIFIC CUSTOMER SERVICE. I can not emphasize enough how displeased we are. We will be contacting the BBB as well as leaving bad reviews on every site available.

In March, 2021, my wife and I ordered a sectional couch from Pottery Barn; L-shaped, with an armrest, and then another armrest way around at the opposite end of the couch. Since then, we've received three couch deliveries consisting of two left sides of the couch, which means that the armrest that is supposed to be at the other end of the couch is actually in the middle of the couch, with no armrest at the other end of the couch. Let me tell you, the struggle is real. Left and right are apparently stunningly difficult concepts. We're awaiting, although not particularly anxiously at this point because neither one of us really believes that this will ever be resolved, the fourth delivery. It's been sixteen months.

After ordering a couch I received three different emails stating there was a delay. Five months later I schedule a date for delivery (you cannot choose the time.) Apparently I received the email in which they choose the timeframe after hours so when I emailed and called back to change the time to a more appropriate timeframe for me everyone was out of office. I called the next morning and stated the same issue I need the delivery time changed. Well there was nothing that could be done. So I'm short I wait five months to receive my order only for the delivery to be returned. Great job pottery barn your the best!

Eight years ago I bought outdoor furniture from Pottery Barn and the quality was great. This year I purchased the Indio outdoor metal dining set, couch and chairs. The quality of the furniture is horrible. The metal couch has already peeled after one month. The cushions are so thin it makes sitting on the couch and chairs very uncomfortable. I've talked to customer service and they are very polite and will listen but I'm pretty sure beyond listening the complaints are not passed on to the company.
I also ordered an expensive fire table that was previously used. Nails were missing and the paint on the table was chipped. They did take it back but again the quality is very poor.

Had a bad experience with Pottery Barn.
We just moved into our new place and anticipted some longer lead times on our purchase/
The problem was not supply chain related, but rather poor communications and poorer customer service.
Purchased a sofa online in April of this year. The company was happy to take my money, but less eager to assist me as problems occured.
Took 3 attempts to get delivered and when it did finally make it- it was damaged!
Didn't hear back from customer service- Delivery driver didn't point out damage to me- but did see it and tried to wipe it off.
Later he sent me a text asking for photos.

Ordered two Antique Umber Reed 34" Single Sink vanities... our experience started in September 2021 and it has been very time consuming, costly, and we still don't have all the pieces to install the vanities.
1. Missing hardware: so far we have gone through four (4) vanities and all of them showed up without the hardware. The customer service department instead of just sending/ordering the replacement hardware, they keep replacing/sending the entire vanity (split in 3 boxes) and none of the replacements have the hardware included.
2. Shipping takes 2.5 months: the initial order for 2 vanities was place in September of 2021, the order was delivered 2.5 months later in December 2021. When we opened the boxes to account for all the pieces, the hardware was missing. The Customer Service department ordered 2 full replacements which were delivered 2.5 months later again missing the hardware!... so 4 vanities and 9 months later we still are out of pocket $3,600 and no vanities...
Please rethink your purchase of large furniture items with Pottery Barn.