Pottery Barn

Don't bother with this company. I ordered two monogrammed stockings in 2019. After having added 2 to my family I bought two more of the same type and writing this November. I paid 75$ usd for the two. They arrived and are different enough you notice it. The monogram thread color is a different red and the ivory is a different ivory and the stockings hang in a different spot. They obviously switched supplier and changed the base stocking but failed to inform. So I in December I ordered four monogrammed stockings so they would all be the same. These were smaller and on sale for 115$. They didn't ship but kept putting a "hold" on my credit card. Twice to be exact. Once on the 23 and once on the 31. When questioned they claimed it would "fall off" after 3-5 days. They did not. They also never shipped. Today they told me they would ship them. Then later today I was told that they cancelled my order because my cc address didn't match (even though it went through my bank OKAY and is the same card I used for my order in NOVEMBER and received my order no problem) and to just wait for the holds to go off my credit card. It has been 13 days and 6 days and both holds are still on my bank account keeping me from 226 usd in funds! DO NOT buy from this company. You will regret it. I certainly do.

I placed an order and did not receive a confirmation. I phoned two times (on hold for a while). They did charge my cc. Pottery Barn has gone down hill, too bad.

Another one star Pottery Barn review! I have ordered a lot of stuff from them lately but the bed was the first that required delivery. After waiting several months, the day finally arrived. They showed up, looked at my bedroom and told me they could not move the existing bed to put the new bed in place. You'd think that would have been a nice thing to tell me BEFORE they showed up, wouldn't you? But no. I went back through the emails I received. Nothing. And this is their supposedly "White Glove" delivery that I paid $249 for! So there's a long time of waiting while they consult up the chain, and finally somebody calls me to tell me that, because of "liability" they can't move anything in my house. Apparently this is a liability that only Pottery Barn knows about, because every other furniture delivery I have received has had no problem dealing with the existing furniture. And apparently they have never heard of liability waivers. The customer service person also told me that this has never been a problem before, and every other customer seems to magically know that they won't lift a finger to deal with existing furniture. So these two big strong men are standing there looking a me, a woman who lives alone, and telling me I have to move this enormous bed BY MYSELF. They wound up leaving the bed in my garage, while I work through the labor shortage and try to find somebody to dismantle my existing bed. And then, to add insult to injury, they made me sign a form that said that I declined set up. I'm SO done with Pottery Barn!

I had purchased a table which went on sale 10 days later. I was told no when I asked for a price adjustment. However, they later changed their mind and issued a merchandise card. Very pleased.

Do not order- Product states that it is in stock and it is not. We have been waiting for an order since Mid July ( December now) and not only can they not tell us where it is, but they do not answer their customer support.

They stated we should be received it Mid October, however they will not follow up or answer unfortunately. Given the cost, we thought we were also paying for quality service.

After inquiring today with a call to follow up, she told me that product is " in stock" but also back order. I mentioned that those are two different things and she said it was allegedly sent as one package with all parts. So i asked what the difference was, and the representative told me. I know its difficult for you to understand this, but its not on back order and we do carry it in stock...

The experience more than anything has been terrible. Strongly recommend avoiding this company- Be sure to note that if it states it is in stock, note that with us it's not the case but they don't switch the status... I'm guessing its because they want the sell and don't care about the after math. Still waiting

We bought a very expensive, made to order, sectional from Pottery Barn. They scheduled the delivery for 12/5. On that day we got rid of our current sectional to make room for the new one, only to have them cancel the delivery during the delivery window. So now we have been without a couch in our living room for 10 days. Customer Service promised to call us back to reschedule the delivery, but they never did. I finally called and they scheduled it for 12/30. This means that if we have our extended family over for Christmas there won't be anywhere for people to sit in our living room. Wtf pottery barn...
I had a better experience with Ashley Furniture, and I swore I would never purchase from them again. I'm so disappointed with Pottery Barn right now.

Update: 12/30 we got our sectional, but not all of the pieces were correct. The sectional we bought is modular so you can mix and match the pieces. Even though our order was correct, one of the custom made pieces was wrong. We don't want to wait another six months for them to fix it so we are just going to keep it. After complaining we did get a 15% discount on our order, which is nice. But, I won't order custom furniture from them again. If it isn't in the store where I can look it over and take it home myself, I won't buy it from them.

I spent a long time shopping online for a stoneware serving bowl, and bought one online at full price (almost $50) from Pottery Barn. It arrived with a dent in the rim. I went online to return it, and found that the order was marked "not eligible to return ". There is no reason for this, as it doesn't fall into any of their "not eligible to return" categories. There's nothing on their website regarding the return of defective items. Also no email address or chat line; only a number to call *******176).

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.

I wish I could give zero stars. Please DO NOT order furniture from Pottery Barn. Do not be fooled by the familiar name. I now understand why Pottery Barn does not seem to have reviews on their website.

Pottery Barn will take advantage of you and string you along for months. The same thing happened to all my friends - they were also baited and switched in terms of delivery expectations, not by weeks but by months. And pottery barn will not let you cancel the order. They consistently do this to people.

I'm not easily frustrated, but I've never dealt with such a scummy slimy company as Pottery Barn. I've been waiting for 4 months for a piece of furniture and Pottery Barn has now lied to me multiple times about new delivery dates that they cannot meet. This is the most horrible way I've seen a company do business and I've never seen such unacceptable customer service.

I will never order from pottery barn again. I would've ordered from another site if pottery barn was honest about the delivery. I had an excellent experience with other furniture companies during the same timeframe. Pottery Barn is untrustworthy and has been wasting my time.

Please use your power as a consumer, you do not deserve to get taken advantage of and treated poorly. Companies like pottery barn do not deserve your money, and don't deserve to be in business! You won't get your furniture until the next year

I had a designer come to my home to assist me in picking the color and wood type of my chair, height etc.
Well as it turned out, the designer ordered the wrong height chair and my island is 36 inches high and the chairs are way too low. LIKE WHAT? WHY would I use a DESIGNER and have the wrong chair ordered? I waited almost 4 months to have the wrong height get delivered! OMG POTTERY BARN, can you PLEASE hire competent designers. ANGRY is an Understatement.

I ordered over $300 worth of school supplies for my granddaughter. The $40 lunch box arrived with a flaw in the sewing which looks awful. I wrote them explaining what had happened (sent them photos of the damage) and explained that I wouldn't now have time to return it, wait for them to receive it, and then wait for a new one to be delivered before school started. Their response was that they would offer me a 10% discount ($4) to keep the flawed item. But if I wanted to return it for a new one, I could, however they made me aware that shipping was non-refundable. Their products are very expensive, which would lead you to believe the quality of their products as well as their customer service, would be excellent-it is not! Also, the customer service representatives that emailed me was very rude and passive aggressive. Even the quality of the other items is just average, and not worth the expensive price tag! The zippers on the lunch box and the $89 back don't even slide smoothly. Very disappointed! I will never shop there again! I totally understand that mistakes can happen, but when you pay good money for things you expect they will be rectified! I don't recommend buying anything from Pottery Barn!

I ordered a $1,200 (when including the ridiculously substandard shipping) rug from Pottery Barn.

Pottery Barn claims that the rug was delivered and left on the sidewalk in front of my home in Baltimore City! I was at home all day on the alleged date of delivery and there was not so much as a knock on my door.

I guess leaving expensive items on a heavily trafficked sidewalk without knocking on the door of the delivery address is standard practice for Pottery Barn and their delivery partners because they refuse to replace the rug or issue a refund. POTTERY BARN WILL RIP YOU OFF. DO NOT DO BUSINESS WITH THEM.

I ordered 2,8' Chesterfield Sofas. Soon after the sofas were delivered I noticed that I was constantly trying to recreate the pleats on the top of both sofas.
This is part of the email I sent to the salesperson that helped us spend our money.

"... The sofas are comfortable and fit our living room nicely. Unfortunately less than the minimum fabric was used to hold the tuft/pleat/fold. It is the same problem on both sofas. It's a constant struggle to keep the tufts folded and, finally, I thought to contact you."

I was told my issue would be referred to their 'Platinum team'.
Five weeks later, I received this response:
"... finally heard back from the factory and they said the issue fell within the standards of what is acceptable and will not be rectified."

As a programmer I would love to tell end users that the program I wrote was sufficient and would not be updated; 'Nice work if you can get it'.
$3500. 00 is a lot of money to me. I thought I had researched brands before making my final decision but I was wrong.

I will no longer spend my money at Pottery Barn and recommend that everyone else find a company that values customer satisfaction.

My wife bought an outdoor coffee table and side table. Wood on side table damaged in two places. Had to talk with three people at Pottery Barn to arrange replacement and pick up of damaged one (which we had already assembled). As the second person was taking over 15 minutes, I asked the second person if I could talk to a supervisor and was told Pottery Barn has no telephone supervisors. She kept apologizing for how long the call was taking, before transferring me to a third person to arrange delivery. The telephone connection to the third person - who was supposed to arrange for the delivery - was so poor that I could not understand a word she was saying, although she could hear me. She sounded like in an echo chamber. I asked her to call me back, but was disconnected - after being on the phone for 40 minutes!

Called back a second time and was told the original person I was dealing with mishandled the original call. Spent another 30 minutes on the phone with a fourth person to arrange for a replacement/pick up of new side table.

And my original shipping charges for these two pieces was over $130! Poor quality piece of merchandise and totally inefficient customer service. Hope the new one arrives when promised. Unlikely we will order from Pottery Barn again.

I purchased a sectional from Pottery Barn in October 2022 and it was finally delivered in February 2023. Upon delivery we realized that the sectional frame was built 8" shorter in height and 3" shorter in both width and depth (even the feet were 1" shorter!) than the stated dimensions on the website. After countless back and forth with Pottery Barn, and a representative coming to measure and confirm it was built way too small, they informed me that their standard variance for the dimensions of their furniture is 2" - 4" from the stated measurements and that they could not build the sectional to the stated dimensions. They stated that they would pickup the sectional and give me a full refund. It has now been nearly a week since they picked up the sectional and, after no communication or refund, I contacted them and they first tried to deduct the cost of shipping, which I had to argue with them against, and then they continued to tell me that they didn't know when my refund would be issued. I have involved Better Business Bureau to assist in getting my refund back to my credit card and Pottery Barn (and their parent company Williams Sonoma) have been fighting me about getting back my refund. I have been a long time fan of both Pottery Barn and Williams Sonoma and trusted their customer service and quality, but after this experience I will never purchase from either store (and any of their other subsidiaries) ever again. Stay far away from them.

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.

With the expectation that receiving our 5 piece living room furniture would come within 4-6 weeks as stated on receipt and from sales rep, I am furious that I'm still waiting on two pieces. PB continuously pushed back the estimated delivery dates too many times to count, without any notice, on every single item I purchased. It soon became clear we made a horrible choice choosing PB.
We purchased in July hoping to have a brand new family room for Thanksgiving guests. Now I've discovered that two arm chairs won't be here until mid-December! This is completely unacceptable. Because everything has custom fabric I can't cancel or get a refund on this large purchase. Had I'd known PB was going to string me along for 4-5 months I NEVER would have shopped here. So over-rated. Ugh!
After complaining 3x for about 2 hours on the phone each time, they took 20% off the total and assured me the armchairs would arrive before Thanksgiving.
Uh, that ain't happening now! Where is my family supposed to sit? And in a half furnished room? How embarrassing. Maybe they could loan me a couple upholstered arm chairs until mine come in? It's the least they could do, rt? Or, just give me the chairs for free for being so completely unprofessional, unreliable and dishonest. This whole experience had been ridiculous and frustrating, to say the least.

After waiting 2/12 months for a coffee table delivery, I cancelled. Pottery barn refused to refund my $160 shipping and "white glove" delivery setup charges, saying they do not refund shipping after the item was shipped.IT MAY HAVE BEEN SHIPPED BUT I NEVER RECEIVED IT, NOR DID THEY LET ME KNOW WHERE IT WAS OR WHEN IT MAY BE DELIVERED. They said it was their "company policy". I suggest that anyone with such complaints contact ceo, Laura Alber, in San Francisco. Pottery barn is owned by williams sonoma.

I have spent a lot of money at Pottery Barn on furniture and decor for staging houses over the years. I have come to the conclusion that everything at this store is overpriced and consistently under delivers. Everything. I bought the Chunky Knit Sweater rug for $1500. It is listed as a best seller and only because there wasn't any feedback from buyers. It is under my dining room table in a house with no kids and never walked on. This is what happens if you vacuum it and it nearly destroyed my vacuum. I was never able to get all the fibers out of the brush and used a knife and tweezers to save the roller. Using a stick vacuum only massages the lint and debris that sticks to it. I contacted PB and never got a reply. Recently, I ordered one of their battery candles for $30 and it is junk. How do I put the battery in it? "See directions inside the battery compartment". I found it hard to believe that I would need to remove 4 screws with a phillips head to access the directions! Regarding their furniture, it is all mdf which makes it very heavy and difficult to move and I hate all of it. Poor design and execution. If you want cute with zero performance shop here.