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Pottery Barn Reviews Summary
Pottery Barn has a rating of 1.3 stars from 576 reviews, indicating that most customers are generally dissatisfied with their purchases. Reviewers dissatisfied with Pottery Barn most frequently mention customer service, delivery date and credit card. Pottery Barn ranks 851st among Home Decor sites.
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My wife is a long time clients. She loves it. When I shop with her, love it too. Well priced high quality items, generally excellent service
My pottery barn sectional arrived damaged. The side completely coming off. Called customer service. Waited over an hour to speak to someone. Finally had to email pictures. Took 6 days to hear from someone from the furniture quality team who told me most likely it will be repaired not replaced- have to wait 7-10 more days to find out. Absolutely ridiculous- spent over $2000 on a couch and over $5000 in the store and they can't even respond! Awful service!
I purchased the Pottery Barn Pierce Sofa. Don't wait your money. Pillow flatten and it looks horrible even after you fluff the pillows into place.
Pottery Barn feels like home to me. I like that everything is a balance of natural elements and colors. Very easy and comfortable.
Hi Amelee,
Thank you for your kind words. All our store employees work very hard to make their stores feel like home. Enjoy visiting and shopping with us.
Sincerely,
Alison M.
Pottery Barn Social Media Team
Gave me Pottery Barn old four stars just for the fact that they have gotten very very pricey over the past few years. However they only sell very high-quality items I never skimp on quilts blankets and other types of linens because once again they will last you forever.
Hello Nadine,
We are pleased that you love our quality! Our quilts and bedding are wonderful and as you mention with proper care will last forever! Thank you for choosing to shop with us.
Sincerely,
Alison M.
Pottery Barn Social Media Team
Overpriced stuff (it is made in China like everything else so not sure how they justify list prices). Trip to Alameda for warehouse sale so hyped and then just a lot of junky stuff for what it should have been priced in the first place.
I received an online ordered lamp which I loved until I tried to put the shade on. The finial and harp would not work for the lamp, and he finial was stripped and nothing would hold the shade in place. I called Customer Service, waited maybe 4/5 minutes and dealt with Ryan. He completely understood my dilemma; even though I no longer had my order number. He had a brand new lamp sent to my house; to replace the prior one; Ithe replacement came in a very timely manner and it was perfect. I am a very happy PB customer.
I ordered a blue and red duvet cover because the website said it was regularly $69.00 and on sails for $29.00z I even took a picture of the add. The person I talked to insisted it was not on sale and charged me $69.99. I needed this to complete set or I would have told them to keep it. Poor
Such beautiful items, amazing quality <3 Favourite store. Expensive but you can always find affordable options and sales occur quite often. <3
Thank you for being a loyal customer Lesley! Pottery Barn appreciates your patronage and positive feedback.
Best regards,
Jamie
Pottery Barn Social Media Team
My boy loves this place, lost of cool kids bedroom products, very well displayed and organised. The prices are high but you get what you pay for.
Hi Jed,
I certainly appreciate your choosing to shop with us at Pottery Barn Kids.
I thank you for the kudos!
Sincerely,
Alison M.
Pottery Barn Kids Social Media Team
I made a call to PB customer service today. I spoke with a supervisor, Courtney, who was extremely unhelpful. I had been waiting 2 hours on the phone before a representative came on the line and there was a very unsatisfying resolution to the problem. A purchase that was made 8 days ago, could not be price adjusted to the new sale price. The only resolution was a $13.00 mailed gift card. A gift card that could not be emailed so that I could use for a purchase of $93.96, which I now have cancelled. I am extremely disappointed in the lack of up to date technology and customer service. An accommodating company would return and repurchase at the cheaper price. I thought Pottery Barn was a large and prestigious merchandiser but I was wrong. Pottery Barn is quite deficient in customer service and helpfulness. I would think a company like Pottery Barn would be more advanced than Target but I guess not. Well thank you for saving me the money. I will now take the money I would have spent at your company to Target which has better customer service and accommodations.
Hi Dawn,
Please accept my apologies for the disappointment with your customer service experience. I have sent you a private message with my contact information so we may further discuss. Please feel free to contact me at your earliest convenience.
Look forward to hearing from you soon!
Jamie
Pottery Barn Social Media Team
I have just spent a very disappointing hour looking at the bedding pottery barn has to offer. ALL coverlet, quilts, and comforters come in full/queen size. Major news flash pottery barn this size DOES NOT adequately fit a queen bed - especially with the size of mattresses. What was even more telling is that there was no where on the site to leave a review for anything. Seriously? Guess that says it all.
I've bought so much from PB. Cute decor but buy at a store! Ordering online never comes when they say and forget back order. They never have a clue in when you might get it. Just don't be in a hurry.
Hi Julie,
I'm so sorry to hear that you have experienced delays with your catalog orders. I understand how frustrating this can be! I would like to hear more about this. Please check your private messages for my contact information. I'm here to help!
I look forward to hearing from you.
Sincerely,
Alison M.
Pottery Barn Social Media Team
I was pleasantly surprised at how quickly the Pottery Barn Social Media Customer Service Team reached out to me. They are working to resolve this issue in a very satisfactory manner. Their attention and follow-up has been great. My Rep deserves 5 stars but I only gave this review 4 because Pottery Barn needs to do more front line training to avoid customers getting to the point of posting bad reviews.
I have purchased many items from Pottery Barn and in the past (2015- early 2016) any issues were handled quickly and effectively. Unfortunately my latest delivery/customer service experience has been ridiculous. On 7/21/17 I had a large order delivered to my home. The delivery men were very pleasant. After they left I realized that the front corner of my sectional was sliced (probably occurred when they were cutting off the shipping wrap). I immediately called the concierge service with whom I had been working with for this order. I sent pictures/email as requested. Since that day Pottery Barn has NEVER contacted me- I have reached out to Pottery Barn 6 times since my initial report. On the 4th call I also reported that one of the back pillows on my PB comfort sectional was coming apart and again I sent photos. During my last call (8/23/17) I spoke to Michael in your Delivery "QUALITY TEAM" and he assured me that he would be in touch in a couple days. He also stated that the sectional would not simply be swapped out/replaced (as I was previously told) but repaired instead. He stated that the repair team would pick up the piece of sectional, repair it at their shop and return it at a later date. Which means no sofa to sit on and another day off from work to wait for a delivery. Today is 9/6/17 and NO ONE has contacted me- RIDICULOUS!
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!
Hello Lorie,
We certainly appreciate you being a fan! Our catalogs are filled with amazing and achievable ideas. Also, our stores offer complimentary Design Services, when you need a little assistance.
Happy Decorating!
Sincerely,
Pottery Barn Social Media Team
My husband bought me a $110 robe which is a lot of money to us. I was excited to see the robe he got me, seeing pottery barn I expected it to be high quality, but they sent it with no tie! So then after giving me this gift that was supposed to be special we had to sit on the phone and they werent even apalogetic about the missing tie. They refused to send just the tie and made me wait 3 and a half month for them to have the entire robe back in stock and they sent it to us and made us return the new robe and just take the tie from it. What was supposed to be a special gift was a big hassle and I warn my friends against using pottery barn and I will never shop there. Rude customer service, poor quality control, low stock, slow service, and to top it off, overpriced!
Hi Dani,
I would like to personally talk with you to see if we can turn this into a positive experience. Please check your private messages for my contact. Thank you!
I love pottery barn and their stock is always great. However, they should not mark their items as "in stock" if they are actually on backorder! My sheet set was marked "in stock" and when I went to check out, I received a notice that they would be on backorder for 3 months. They need to find a way to fix this.
Hi Kevin: We're sorry to hear this happened to you. We'd be glad to look into this for you, please check your private messages for our contact information.
I love browsing Pottery Barn because the furniture and accessories are so beautiful and tasteful. But I can almost never afford to buy any of it! Guess it's time for me to get a new job XD
I can say that it's a normal service with normal support and middle prices. I bought a bed, my daughter like it, but she is too young to understand it :)
I ordered a $1,300 vanity from pbteen.com. Once it was delivered, the delivery men told us that the two major parts of the vanity were damaged. I went to their truck to look and they were right: both pieces were majorly dented. They said they signed off for them at the warehouse without even looking! Now I have to wait three more weeks for new pieces, and in the meanwhile they left the undamaged pieces (one drawer and the mirror) in my living room to sit there. Very disappointed; such bad quality from a high end furniture store.
From the business
Pottery Barn? ۪s expertly crafted collections offer a widerange of stylish indoor and outdoor furniture, accessories, decor and more, for every room in your home.
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- Sitejabber’s sole mission is to increase online transparency for buyers and businesses
- Sitejabber has helped over 200M buyers make better purchasing decisions online
- Suspicious reviews are flagged by our algorithms, moderators, and community members
Hello Marcella,
I'm sorry to hear that you are experiencing issue with your Pierce sofa. I have sent you a private message with my contact information. I look forward to working with you.
Sincerely,
Alison M.
Pottery Barn Social Media Team Lead