Pottery Barn

A table that was supposed to be delivered six weeks ago was lost in transit. I spent hours waiting on hold with customer service four weeks in a row trying to track down what had happened. I was promised four times that someone would contact me in 3 to 5 business days. No one ever contacted me. I finally found out when I called to cancel the order completely that they had lost it and discovered they had no inventory but rather than let me know that they just kept pushing back the delivery date. They knowingly charged the full price of an item that they literally no longer had and did nothing to contact me. Now I'm stuck with an area rug and dining chairs that were purchased to coordinate with a table that I will not be getting. It's too late to return those items that came on time.

One of the wooden supports under my sofa cracked after I simply sat down one night. I am a 185 lb man. I paid over $2300 for this couch, and my seat now sinks to such an angle, the low back discomfort makes it intolerable. We spoke with them twice on the phone. They said they will not fix it or pay to fix it. I'm adding photos from both sides to show the size of the crack, and the obviously weak piece of wood they used as a support.

Want to pay extra for long waits, diminished quality, and really bad customer service? Shop at pottery barn. Over the last 20 years, I have purchased a lot of pottery barn furniture/toys/home decor. This past summer, I ordered living room and bedroom furniture. Everything comes branded William Sonoma. Quality is not the same. Be prepared to wait and wait and wait. Do not expect them to honor delivery appointments. Perfect formula for losing customers.

Received two euro shams as a gift from a friend. I misplaced the gift receipt and went into the store hoping I could just even exchange them for a different more neutral linen-y color. They were never even opened. All tags attached, wrapped in ribbon AND plastic. They said they could not return or exchange without receipt. We tried looking it up multiple ways to no avail. Every other store in the world will either even exchange or return to a gift card with valid ID entered into the system if the item is still in store. Now I am stuck with shams that I don't want. What a horrible policy. Not willing to work with their customers AT ALL. Things happen. Receipts get misplaced. I would understand if they looked used or old but to deny a return of a new still packaged item?! Insane. So frustrating.

After much research and worrying about spending $4,000 on slipcovered couches, I ordered two couches from PB in late January. They told me late February was the delivery window. I received them this past weekend, two weeks earlier than expected. During this time I received updates regarding delivery and instructions via text and phone. The couches arrived in perfect condition. I've only had them one week, but so far, so good. The one thing I did do was due diligence regarding size, material, construction. I am truly puzzled by the low review ratings. Could it be regional differences? I live Williamsburg, VA. After this experience I would definitely order from PB again. Just for clarity, I am not affiliated with PB or Williams Sonoma!

I ordered the Pb comfort sofa with a cotton linen blend slip cover( c class) which the sales woman said was gorgeous... NOT! The slip cover doesn't fit on one side( too big) and the back pillows don't have enough stuffing to fill out the slip cover. The total effect looks like something on sale at Walmart! The sales woman talked me out of down wrapped. Go figure and the cushions feel like boards :( I'm soo disappointed and am waiting for an arm chair and an occasional chair. Uh Ohhh. :( I am worried I've sunk a lot of money into inferior quality furniture. I called immediately and was put on hold for 1/2 hr then given a number to call for international sales and told to call next business day.

I recently purchased two white denim sofas, similar to a purchase I made in 2014. At that time the quality was exceptional, the cushions were high quality, stuffed full to where once you got up from the couch you couldnt even tell. This time, the sofas are less stuffed and get misshapen. The stuffing is not exactly what I was led to believe I was getting and its just dishonest. I also ordered lighted ornamental trees for the holidays and I was told Dec 1st delivery upon purchase, yet the real date is two to three weeks later. This company is about "company first, customers second" their delivery fees are exorbitant, as much as a piece of furniture in itself! Not the best company to do high dollar business with.

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.

We ordered a bedroom set in September. That showed the items were available and I was to have everything by october. We are now in middle of December and I still don't have my dressers. Since October I have called every week and I am told something different by every person I speak to. A couple of weeks ago I received the bed and nightstands and the quality is small and poor, Definitely not what pottery barn used to sell a few years ago.

I ordered four pieces of furniture on August 21 all of which was to be delivered by September 17. Pottery Barn has three pieces, which they charged me for weeks ago, but is still waiting for the fourth. They refuse to ship what they have, cannot tell me when the fourth will be available, and won't do anything to make amends. They put me on hold forever. The chat is equally ineffective. Too bad they have attractive items; this is no longer a firm I'll choose to do business with.

I have had a dreadful experience with Pottery Barn. Ordered table in February, paid in full, long lead time and we waited patiently. Supposed to be delivered in early summer. Never came. Started communicating with them and they said we need to re-order from the "vendor". By October still no delivery. Refund requested. They asked for ten days to work it out with the vendor. Didn't hear back from them. Every time I ask for an update they apologies profusely and blame the "vendor". Today was my deadline and they again said they need a few days. They have had over $1,000 since February and I can't get the item or my money back. I will never order from Pottery Barn again and recommend that you think twice before ordering from them.

I got 2 chairs in March 2022, by Jan 2023 the seat cushions were so soft, you would sink in Pottery barn replaced the cushions. After one month, same problem happened. Pottery barn refused to exchange or repair. These chairs are expensive and not comfortable! I had to replace the insert myself and pay out of pocket!
Zero customer service!

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

Beware! Most places have free shipping but not Pottery Barn because when you buy a product online at full price and then 12 hours later they mark it down they won't price adjust because they say it's been shipped which comes directly after you place your order even thou you know darn well it has not shipped yet and you don't have the option to cancel order and if to return item and buy again for the sale price they once again charge you shipping. Great business plan at ripping off your customers. Won't shop online again.

I bought a ladder shelve piece of furniture in July 7,2022, they say it would be delivered in September, they charged my C.C. In August 7,2022, and still 5 months later I do not have my item. After calling and calling to customer service and no one answered the phone, I went to the store in Palm beach gardens mall, and ask for help,The managers was sarcastic saying that pottery barn needs my money. No one of the two managers were able to help.

We ordered a table in March of 2022. It arrived in July if 2022 and the delivery team drilled the pieces together which completely cut the wood! You would think they would fix or do something about this problem? Nope, it's now April of 2023 and we have finally have a new table. 9 months to replace the table they broke delivering. Will never order from here again.

Read reviews on PB before ordering. They are horrible. I sent back a damaged table and buffet. Customer service is non existent. Why are there no reviews on each product? Just says 'Bestseller'...no reviews. Took 11 weeks to get a dining table and $400 delivery charge. Buyer beware.

1. Spent a lot of money... and original order said 3 months until delivery. Which became 4 months... not all of the order came and when it did come it was damaged! Multiple, multiple phone calls later, they said they'd give me $350 in merc. Credit and waive shipping... now i have to wait another month to replace the damaged furniture and complete my order!