Pottery Barn

I ordered a $1000 linen cabinet and a $700 desk. When they were delivered, the cabinet had peeling, bubbling and cracked paint on the shelves and the inside. The desk had splintering wood coming off the sides. I contacted customer service and they ordered a replacement for delivery. The delivery came, and the pieces that they were being replaced with were in worse condition than the original ones I received. For such expensive pieces you'd think the quality was there.

I paid over $1000.00 for bar stools back on February 4,2023. I kept getting the run around. Finally, I requested a refund and two weeks later I have nothing. Now I am on the phone with customer service and they are trying to tell me that they will be delivered in a few days and then they sent me to delivery scheduling.

I WANT MY MONEY BACK!

I ordered a shower curtain online in December 2021. When it still hadn't arrived I reached out on January 14,2022 to Customer Service to cancel my order and was told it was too late to cancel but I could return it when it arrived. It arrived on February 2,2022 and when it I tried to return it I was told there be restocking fee of over 30.00. At no time was I told of this fee during my chat on January 14,2022. I have since disputed the charge on my Credit card

I went to their store and ordered this bed I was told will take couple of weeks, this was sep21,2021 still waiting, I called customer service just bunch of excuses I will be happy if they're honest than lying to me and give me the run around, getting emails from them telling me it's on it's way BUT of course it's another lie! Why bother sending these emails? Almost 4months and no bed! But lesson learned never Again will I shop with them

Staff are not attentive to customers. Staff on the phone ignoring needs of buying customers.I will not patronize this business anymore.went to the store to make a purchase.Staff continued to talk on headpiece while I was waiting to purchase.It is the customers who keeps the lights on.

Feb 22 ordered couch and matching ottoman. Delivered in July with wrong fabric on ottoman. Still waiting for replacement ottoman. Was promised 3 month ago. Photo shows couch on right and ottoman on left. The sample on the ottoman shows material ordered in contrast to ottoman. Customer service is non existant.

I ordered an anywhere chair and 2 sleeping bags for my grandkids on November 26th for Christmas. It's now January 7th and they can't tell me when they will be delivered. Very poor service for a company this big. They should have resent them out before Christmas. Thanks for ruining my Christmas gift giving

I have purchased my kid backpack and once my kid started using it broken very quickly. I have started retuning process 2 month ago, however I have never received my money. Still keep fighting with them. Stay away.

I ordered the quilt and shams on Aug. 31. My shams shipped right away. They have moved my ship date 3 times. They have taken my payment out 3 times then put it back in causing overdraft fees. They took it out on the 25 then moved my ship date until the end of November.

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.

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.

I was on hold 51 minutes and issue was not resolved. I called back later in the day and was put on hold 20 minutes and no one got back to me. Issue not resolved. Staff is inadequate as stated by employee (indirectly)
Take business elsewhere.

We purchased a leather Manhattan recliner and within 6 months the leather was severely faded and the springs in the chair are squeaking. We replaced a 15 year old PB Manhattan recliner that was in better shape than the 6 month old. Very poor quality and extremely disappointed in the purchase.

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.

The overall customer service at Pottery Barn is HORRIBLE. The worst! I have spent over $******* at this store in the last 2 months, and when ordering curtains they did not give me enough hooks to hang the curtains (the hooks COME with the curtains, they are not an extra purchase) I had to call 4 times, no one could help me, I wrote a customer service email explaining situation and concern, I never got a response. All I got was an email notification with an order showing a quantity of 2 of the hooks, I needed 12 of the hooks, so I still will not be able to hang my curtains, AND those two hooks are expected to be here in 9 weeks! They should have been sending them via overnight and apologizing for the situation. Instead I have to search other stores and sites to find a hook that will work to hang these things! What a waste! I never want to purchase anything from here ever again!

Pottery Barn is so unique in the idea that they are constantly sending out new catalogs full of fresh designs! I love color and don't relegate my decorative ideas to the humdrum of "country" or "brown". I love COLOR. Pottery Barn, West Elm, Williams & Sonoma & Grandin Road have practically decorated my home. I have had to return an item or two to Pottery Barn but they quickly put the money back on my card without a hitch. Everything is top quality and customer service is superb and always offers up anything if you are not happy. If you use your Pottery Barn card you get REWARDS that are SO worth it! FREE $$$ to shop with! As anything in life "you pay for what you get ". My home is my life so I want it to be my showpiece. It of course will never be completely finished because of these fabulous stores! I would recommend Pottery Barn to anyone!

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.

I ordered a Folsom coffee table in July. My arrival has now been changed four times! My newest arrival is 12/26-1/13! I would never have purchased this coffee table had they told me it would take 6+ months to arrive. In the past year, I have purchased furniture from Crate & Barrel, Serena & Lily, Pure Salt, Wayfair, Amazon, Afa Stores to name a few and I had no trouble receiving any of their items in a timely fashion. I do not recommend this company!

I have been planning my new office for over a year. When I saw the desk on potterybarn.com, I knew "it" was the one! I waited to make the purchase though because it was well over $1000. Well, it just arrived yesterday - damaged! I emailed customer service. I am very impressed that not only have they answered my message already, but they took the time to detail exactly what I should do - with some great advice that I would never have thought of! Yes, I am definitely planning to add more pieces to my home office and am definitely planning to go back to Pottery Barn!