Pottery BarnReviews 576

Ordered Maison barstools July 2024. Were supposed to be delivered in early November. Received message stating changing delivery to end of December. Then another email changing to February 2025. Then another email changed delivery date again to end of April 2025. And they will not return our money because they say it was a "Custom Order". It's not that custom because you have the item and the leather samples on your store. And over 9 months to fulfill an order is absolutely ridiculous. If you can't fulfill the order within the originally stated date then you shouldn't be taking orders for them and you should definitely give me a refund because you aren't delivering the item in a timely manner or with good faith. Never again will I order from them. And they are still taking orders for this item. Horrible customer service.

When Pottery Barn emails a return label there is no mention of a fee to use it. It appears free. It should clearly state that when used there is a cost and that this can be avoided by taking the item(s) to the store.
The products are very overpriced and co many cannot be purchased in the store. They should over free returns so a customer can try it at home without a huge penalty. The return shipping fees are very high.

Worst nightmare shopping with pottery barn. I used to be a fan but not anymore. I went to the store to get "pro design" services and the items that were ordered for me when they arrived they didn't look anything like the pictures. The fabric actually gave me a rash! I asked for return the next day after receiving them. The refund process was basically impossible. They don't have anything in stock on the floor in their stores anymore, then they act like those items were "made to order" and I couldn't get refund at all, weeks later I got Credit back to millions of gift cards that was sent to me day by day. Never again will I shop with them. And they still holding some of my money hostage. And we talking thousands. Some items are not even in the making yet and supposed to arrive in one month and they tell me I can't cancel them? I never experienced worse costumer service. So if you want spend thousands of dollars on stuff that don't look like their pictures, wait for months to get them, then fight for your money back which you will only get back after fighting and stressing for weeks in many many gift cards be my guest. I shop a lot at cb2 and never had any issues so far. Won't give pottery barn even a dollar more ever! They also pretended their stuff are made in Italy when it's all made in china and it looks like it!

I purchased 2 diffusers Ocean + Jasmine, Fireside Cinnamon, both were to come with the reeds/rods you insert into the bottle so the aroma can drift up and make your room smell nice. One was delivered from the store the other a vendor. Neither one has the reeds/rods, even though on the package it states contents fragrance bottle and rods. Called customer service and was told that the Fireside Cinnamon came from a vendor so they will reach out to them and it can be 7-10 days. Ocean + Jasmine was delivered overnight from the store no reeds/rods. I will be call customer service again. I want my reeds/rods that should of been with the 2 diffusers.

I am beyond disappointed with the Cayman Platform Bed! After only a couple of weeks, it started creaking – and not just a little, but loud enough to wake us up at night! It's been creaking for months now, and it's driving us insane.

I tried to return it within the 30-day window, only to be told that it couldn't be returned because it was "made to order." How is that possible when I didn't customize anything? This bed is sold as-is, yet they somehow used that as an excuse to keep my money.

This company is a scam! They market themselves as an upscale brand but deliver low-quality, poorly made products that don't even last a month before they start falling apart. Don't waste your money here – you'll regret it as much as I do!

##Buyer Beware## Purchased a bed, 2 night stands, 2 lamps, mattress, bedding, etc. Aug 10 was the delivery date before we made the purchase and it is the date on our receipt, after purchase. However, when you track the delivery... it now says November 15. I called to cancel the order and they cannot do it because it has already been submitted for assembly. I told them that it will not take over 3 months to assemble this furniture and I demand a refund. All to NO avail. Who does business like this?! I am beyond disgusted. Buyer beware!

We were told the product would be delivered to us in 3 weeks, now there is a further 2-3 weeks delay. The store manager told us it will arrive on time and we specifically told him we will only buy if it comes in in 3 weeks at the latest, he said "comfortably". Now we call customer service trying to find out and no one responds! The wait times are ridiculous and even when they pick up they hang up!

I am extremely disappointed and frustrated by the lack of accountability of the managers at pottery barn. After specifically asking them NOT to call my fiance's aunt about towels from a wedding registry gift return they left TWO voicemails about wanting to return the gift. She was very confused and upset with us that we wouldn't reach out to her and she had to hear about it from the Pottery Barn team. When calling Pottery Barn to let them know of the huge issue they created in our family they had no regard. This is now going to be a very uncomfortable situation for months/years and it was all because an issue they made. Mistakes happen but at the end of the day, the customer service leadership needs to take accountability and understand THEY put us in this situation. Even when explaining the situation all they could say was 30% off is a huge discount. In reality it is NOT - this would not have been a problem if they would have been more detailed. The women I spoke with also had ZERO empathy and understanding for the faux pas the company created. I will not be shopping here, well as letting friends and family know of the terrible service.

**the first customer service reps I talked to were very considerate and kind - this is a review of the leadership/managers of pottery barn only.

My daughter is pregnant and due mid April, and having the baby at home. She saved up gift cards and purchased a bed from PB on Feb 11,2024. The bed came defective (holes and brackets didn't line up). A repair couldn't be made, and the bed was discontinued, so a long and very frustrating return/refund process has been had. The bed had to be disassembled and was picked up on Feb 21. My daughter requested E-CARDS/credit card refund to speed up the ability for her to purchase a new bed. It took 6 days for the return to "get into their system" to start the refund. PB processed Gift cards to be mailed to my daughter (1-2 week process). After speaking with a rep (Nathan) and his supervisor (Michelle), a meeting was to be had with a "manager" to see how to solve this issue. I even offered to pay for a new bed and have them credit my account but was told that was not possible. Today I was told by another rep (Catherine)/another phone call that they cancelled the Gift cards (5-7 day process) and once my daughter receives an email with the E-Card, she could order a new bed. Well...that gets us nearly to her due date...to ORDER the bed! And HOW LONG will it take to RECEIVE IT? I used to be proud to have PB furniture/accessories in my home. Not sure I would recommend it in the future.
Frustrated Grandma

I ordered beds in November! Delivery was set up 5 times already! Still nothing! How they are still in business?!?!?

Purchased over $15,000 in furniture. Have issue with Big Sur couch made for Pottery Barn by Sutter. Feathers keep coming out and poking people when they use the couch. Pottery Barn said they will not repair or replace. I am done purchasing furniture from Potter Barn.

Ordered two lanterns for my son's birthday, only one arrived and it came damaged and scratched up. They were very expensive and I cannot believe pottery barn does not have quality control on their merchandise. I was on the phone with them for two hours trying to get this resolved. Now I have to go through the hassle of returning without receiving the 2nd one. Awful way to do business

My first and last experience with Pottery Barn was disappointing to say the least. We had ordered a table back in November 2023 that would serve a very specific purpose to display a piece of art. Our first ETA was for December 7th 2023. After many weeks of waiting we gave them a call around January 10th wondering where it was since it's shipping label was created, and they told us the table was stuck in customs. Now, two weeks later, they sent us an emailing updating us that the table was out of stock and would not be shipped until April 7th at the earliest. Sincerely disappointed and would not recommend anyone order anything from them, it was a $400 table btw…

I purchased a king-sized classic down duvet insert from Pottery Barn, which unfortunately turned out to be defective -- the box stitching did not connect properly at the centers, and I didn't notice before I put it in my duvet cover. As a result, over time, the feathers inside the duvet shifted significantly, accumulating at the bottom and leaving other areas under-filled. This has made the duvet useless.

Despite numerous attempts to resolve this issue with Pottery Barn's customer service, including providing detailed evidence of the defect, I was not offered a refund or a replacement for the insert. This experience has been very disappointing, as it contradicts the high-quality standard and customer service I expected based on their marketing.

Buyer beware: if a defect is not immediately apparent, you will not receive support or resolution from Pottery Barn.

I was given a very soft throw from Potterybarn for Christmas. I have washed it over and over and over again and can not get all the fuzz off of it. The lint gets all over all the other clothes I wash in my washer/dryer. I get the fuzz all over my face from the fuzz that remains on the clothes and towels I wash separately. Potterybarn will not help me because it was a gift. I don't want to ask the person who bought it for a receipt. It does have a Potterybarn label on the throw. I do not recommend their throws.

On 10/18/23, I made a significant purchase to be delivered before Thanksgiving. After repeated delays on PB's part, I requested a split delivery, which they initially denied. I was eventually able to speak with a supervisor who promised to arrange the split delivery "ASAP" so I could have at least 2 of the items before Christmas. After another week went by and I still had not received a delivery date, I attempted to cancel the order. PB made this very difficult, initially claiming they could not cancel the order as two of the items had been delivered to the hub. After several more emails, the order was finally cancelled.

Unfortunately, at the time of purchase, I opened a Capital One Pottery Barn credit card so that I could accumulate rewards for future Pottery Barn purchases. By the time the order was canceled and PB credited my card, Capital One had charged me $97.50 in interests charges, but they will only agree to waive $50. So I am currently out of pocket $47.50 for furniture that PB was unable to deliver.

I was sent alternate bedding items for an online order and charged for them. The nearest Pottery Barn is 4 hours away from my home, so I called twice for return labels but never received one. I then cancelled the rest of my orders and was refunded on an unsent order. Thirty days later, Pottery Barn charged my credit card and sent it to me anyway. The quilt they sent was clearly used and dirty; it looked like it was picked up off a floor and boxed. I was never refunded and Pottery Barn overturned my cc disputes at my bank by showing the original online orders. If you must, pay cash at store for merch and stay away from ordering anything you can't take with you.

I ordered a "Grey Kids Anywhere Chair for my nephew with his name LEVI monogrammed in navy blue". I sent it to him for Christmas. He is 2 years old. When my sister and her husband opened the box they were in disbelief/speechless. As well as everyone else that was at their house for Christmas. I seriously can not even believe that Pottery Barn would mail something that looked so terrible to a customer. It's not just the cover either. The whole entire chair is lopsided. I called customer service, (which I was not rude or frustrated) since it was not the lady who helped me who monogrammed it. She was able to see the picture of it in her system. She said, "It looks like they were sleeping when they monogrammed it" she kind of laughed, however, I dis not think it was funny one bit. She offered to send a new one and I said I wanted a refund and dis not want another one. Then, she had the audacity to ask me to mail the chair back. I'm sorry, call me rude, a $#*! etc. I am.not mailing anything back. First of all, I do not have the time, second, it was not my fault, 3rd it is there fault. In all honesty she should have offered to send a new chair and given me a refund. Wow wow wow! We are still shocked!

I ordered a men toiletry bag with monogram. Received the item without it 3 days before Christmas. Called customer services, was told would get a call back- nothing. Currently on the phone with customer service trying to talk to a supervisor - got over an hour. They are giving me a run around. Horrible customer service. Assuming I will not get my item before Christmas, and never ordering from Pottery Barn again.

I just hung up the phone with an incredible rude person, she said that her job isn't to help me, but to end the call. She talked over me, reprimanded me, said she was going to call her supervisor to help me and then didn't. Lastly, she hung up on me. It's already stressful enough that they won't give me a my money back from a cancelled order, but now I have to deal with this abuse. It was absolutely uncalled for.