Pottery BarnReviews 576

I was an avid PB shopper obsessed with practically everything the company had to offer. I shopped both online and in store making multiple purchases on a monthly basis. January of 2019 is when it completely went downhill for me. I've had one bad experience after another and at this point I am done with this company. After the first bad experience with an online return and realizing the associates and managers are incapable of problem resolution I gave PB a little break. A few months later I gave them another shot and low and behold more disappointment. Customer service is no help at all, they can only see what I can see when I log into my account and nothing more. I have cancelled my credit card and closed out my account. Pottery Barn has lost a great customer and for their sake I hope they change their ways soon.

My husband and I bought a bed from Pottery Barn and Pottery Barn required that we also purchase the setup and delivery service. Later, upon taking the bed apart and attempting to reassemble it, we realized that the entire bed has a severe flaw! The place where the bolts connect the frame to the headboard are placed in drastically different positions on each side of the headboard, which means that the bed will always be extremely crooked and never level. Also, instead of two bolts holding that part of the frame to the headboard, only one bolt can be used, otherwise the bed is extremely unlevel and therefore unusable. The delivery service obviously knew that the bed was defective when they set it up, and they knowingly assembled it incorrectly to minimize the unevenness, but they failed to tell us the bed was defective! We paid full price for a bed that we can never sell, because no one would knowingly buy a crooked and defective bed. PB was notified of this problem in May and still has not resolved this issue. They sold us a bad bed, and because they required us to pay an additional fee for delivery and set up, we did not know, and now two months after we contacted them they still have not fixed the bed or allowed us to return it. Dealing with them has been very frustrating! Each week they tell us something new and no one has taken care of this! Be very wary of Pottery Barn! They do not stand behind their products and their customer service is very bad!

We purchased the Chatham patio collection, We spent over $5,000. We recently had to call them in order to purchase replacement wheels for the chaise lounge. They do not offer replacement parts, I found that ridiculous and alarming. After about a year the wheels broke. This was PB's response. SO please do NOT waste your money;
" I am so sorry to learn that you never received the new wheels and that an update was not provided. Upon review of the issue, I found that a new shipment of wheels never arrived from the manufacturer, and they are no longer available. I sincerely apologize for the disappointment this has caused.

May I suggest that you check with your local hardware store? They may be able to provide a replacement part that will stabilize the chaise"

Pottery Barn Overview OF Item
Description of item suggests to customer that a mini umbrella is included with
The chair order; showing dimensions and stating how easy to attach with included hardware.

Pottery Barn Dimensions & Care Of Item
Description of item gives full dimensions of mini umbrella (open and closed), and weight.

Upon delivery of the chair, called customer service to question that mini umbrella was not delivered with chair. I was told mini umbrella was never to be included in chair purchase, and Pottery Barn does not sell or offer a manufacturer for the mini umbrella for the chair.

Beware customers. This is a blatant false advertisement for the chair!

Whatever you do, don't buy the Indio collection. Had mine for 6 months, it has warped and started flaking off almost all of the painted surfaces. The company won't do anything about it including this store I purchased it from (Mashpee Commons, MA.). Both the company and store admits they've had several issues with this collection. If you google Pottery Barn complaints you'll see that many others have had the same issue. I'm a disabled Vet and have spent so much money (most of my home is furnished with it) at pottery barn. I'll never do business with the company again! They shouldn't mention the word conscious because they obviously don't have one...

For whatever it's worth I'm sending this to the president on down. It's my God-given voice.

Subject: Retail jobs. What I did to survive

Wrote this about Pottery Barn on Yelp. This is what I'm reduced to. Indeed. That after all my hard work and sacrifice, I should be down to $13.22 an hour part time reduced to the abuse and disrespect to which I was subjected is what I have to thank UCLA. Par for the course that no one listens nor cares how little highly experienced and educated Hispanic women count in overcrowded Southern California. My student debt is a noose around my neck. My UCLA MFA a death sentence.

The one Yelp check mark is for the Williams-Sonoma/Pottery Barn corporate culture of putting profits above employee safety or common sense civility. I was a loyal customer when money was more plentiful so I thought it would be fun try and make ends meet as a part time member of the Pasadena store team. To say that it was stressful it's an understatement it was also humiliating. There are some super hard-working store managers there who cannot be faulted. But one of the managers was a male tyrant who terrified and berated me publicly and put me to process boxes endlessly in their dank basement. I got really super sick, couldn't breathe, had to go to emergency and thought I would die.

And did you know that PB sales personnel are supposed to clean the store with a broom? Think about it. Pottery barn corporate made me feel of no value for who I am as a woman, nor for my hard-earned accomplishments -- my three-language fluency, my long established experience as an accredited professional screenwriter, my UCLA MFA in film and digital media studies 2012, my dedication to a brand I have had on display all over my historic Glendale home. No more.

Pottery Barn is a kind of $#*!ensian cargo ship. My family and I will forever stay away. Caveat emptor. But it is typical of all retail jobs and the only jobs an educated Hispanic woman can get.

I ordered matching bath towels, washcloths, hand towels and bath rugs - 4 each. Inexplicably, the hand towels were delivered to the store for in store pickup. I live downtown and the closest store is over 30 minutes away in a suburb. I was headed out of the country on a vacation and wanted the towels for housesitters staying in my apartment while I was away. I called to find out why the hand towels were not delivered to my home address with the remainder of my order and was told they could only be ordered for in store pickup. This is obviously some ridiculous bait and switch ploy to get me in the store. I will never order anything else from Pottery Barn. The towels that were delivered are each individually wrapped in plastic ensuring a marine animal dies for every towel you order. Never again. Count me out of your destructive and dishonest policies Pottery Barn. I don't care how highly rated your towels are.

I originally ordered a Buchanan sofa from PB in November 2018. After 6 weeks, sofa was delivered in December but it was wrong model. They advised to keep it, until the correct one was delivered, another 6 weeks later. No real apology, like this is something they do all the time.

During the time, I decided to keep the incorrect sofa as well. I called and after waiting for ever, they told me I was a loud to buy a second sofa, being that I had bought it with a discount originally. I thought to myself, they are really going to try to sell this coach to someone after my family has used it for weeks?

In February, I was told the correct sofa was finished and would be delivered. To my surprise, they delivered the WRONG SOFA AGAIN! Delivery staff called from my house to let them know, they said someone would be in touch that same day to fix the gross mistake.

No one got back to me, and to this day I just keep getting emails when I reach out saying they are handling the situation with the manufacturer.

It has been 5 months since the order was originally placed and 2 sofas later, we cannot get what we originally ordered. There has been multiple mistakes along the way with various employees and no one is making themselves responsable. From the first error, getting in touch with someone to help us is merely impossible. The phone wait times are unspeakable. It took over 30 minutes to speak to someone in furniture and after a 45 minute call, we still had no solution. This has happened multiple times.

They keep saying a supervisor is handling the situation and that someone would call back. I never received the call. I've had to speak to agents that were rude, agents that seemed to not know what they are doing. It was been torturous.

This is not the first time that we've had an issue with a PB order, but it sure will be the last. We are changing to a furniture company that appreciates their costumers and are not too busy to make things right after they make a mistake.

At this point we have yet to receive a sincere apology or a simple gesture to make things better. A real shame!

I've ordered several items from Pottery Barn and generally have been pleased, but this past November I ordered the Fionah sofa in performance velvet. First, the bench cushion is a brick. Second, the performance velvet pills and sheds and despite every day use for several months continues to pill and shed. Finally, today I moved it into the living room to make room for my new family room sofa and the screwed in legs were all loose. We're just lucky the whole thing hadn't collapsed! Sad, sad stuff. Looks good though.

Yes, my flat queen sheet was very wide which I love, but this is the first time I have had a queen size "fitted" sheet that was "too" big.
My low rating is because this sheet set material is so thin! I already had a thin set of sheets and sure DIDNOT want another thin set.
Also way over priced for the poor quality of material. I will not return them because I am sure I would be charged for return shipment and possibly restocking fee. No more Pottery Barn products for me.

Purchased Owen Pedestal table and it's falling apart after a few months of incredibly light usage. After contacting PB, communication has been a complete struggle. After 5 different phone calls today, I am left to wait for 72 business hours for a manager to address my concern. Horrible customer service from a company that prides themselves on quality. Quality is not only found in your products, but it's also found in your people. Get it together Pottery Barn!

I placed an order on January 14th for a duvet cover and pillow shams. I had to check that I agreed that the item would take 7-9 weeks, which was fine as we weren't moving into our new home until March. When I received my order confirmation after placing my order, the shipment date was May 14,2019... 4 months after I placed my order. They will not let me cancel it because of it taking twice as long to ship! I even said I would order another duvet from Pottery Barn that would come sooner and I was still not permitted to cancel this order! Beware when committing to one time frame and getting a much later one! Guess that will be my last order from them!

I placed several orders (in the $1,000s++) in October and all of the time lines for my pieces were on target for us to receive them when we got into our new house and welcomed our family for the holidays. Four weeks after I placed my order i got my first call from PB Logistics that the chairs I ordered are discontinued and they did not offer any replacement options. Then 5 weeks after I placed my order I got an email that they had issues with my kitchen table and now they are expecting it to get to me by mid February and again they did not offer any replacement options. Then yesterday I got a call that my two couches and bed frame were shipped out last week and my credit card was of course charged - YET - when the truck arrived to NC they only had slipcovers - NO couches - and the bed frame did not have any sideboards or mattress slats! They went on to say that my couches would not be available now until mid March! What? Now my family is coming for Christmas and I am borrowing furniture from friends - getting fold out chairs... unacceptable and they offer NO solutions - they charged my card and when I try to get a hold of a supervisor to help I am typically on hold for 30-35 minutes each time... how does this company stay in business?

Anyone else have a horrible experience with Pottery Barn delivery this holiday season? Over a month ago, because I was trying to be ahead of the Christmas gift buying rush, I ordered two pillows that were on sale. When they arrived, they were the wrong pillows. I called PB immediately and the customer service agent seemed to get the issue fixed. I made sure to ask that the pillows that I wanted were truly still available and he assured me they were. Fast forward 3 1/2 weeks later when I realized I still had not received the correct pillows, I contacted them and they reply with, "Sorry those are no long available." Uhhhh, excuse me? The saga has continued back and forth, but I won't write it all out here.
A friend of mine also ordered a gift and asked for a gift receipt. The gift arrived broken and without a gift receipt.
Pottery Barn is really dropping the ball and has definitely lost two customers. Maybe Crate and Barrel has better service.