Pottery Barn

Ordered two lanterns for my son's birthday, only one arrived and it came damaged and scratched up. They were very expensive and I cannot believe pottery barn does not have quality control on their merchandise. I was on the phone with them for two hours trying to get this resolved. Now I have to go through the hassle of returning without receiving the 2nd one. Awful way to do business

My first and last experience with Pottery Barn was disappointing to say the least. We had ordered a table back in November 2023 that would serve a very specific purpose to display a piece of art. Our first ETA was for December 7th 2023. After many weeks of waiting we gave them a call around January 10th wondering where it was since it's shipping label was created, and they told us the table was stuck in customs. Now, two weeks later, they sent us an emailing updating us that the table was out of stock and would not be shipped until April 7th at the earliest. Sincerely disappointed and would not recommend anyone order anything from them, it was a $400 table btw…

I ordered a men toiletry bag with monogram. Received the item without it 3 days before Christmas. Called customer services, was told would get a call back- nothing. Currently on the phone with customer service trying to talk to a supervisor - got over an hour. They are giving me a run around. Horrible customer service. Assuming I will not get my item before Christmas, and never ordering from Pottery Barn again.

Pottery Barn Big Sur Sofa in performance chenille cushions do not hold up. They wrinkle and have to be constantly fluffed up. Sofa was less than two years old. Called customer service and was told I'd have to PAY for new ones. Will not be buying from them again. Poor customer service poor quality for the amount spent.

On 10/18/23, I made a significant purchase to be delivered before Thanksgiving. After repeated delays on PB's part, I requested a split delivery, which they initially denied. I was eventually able to speak with a supervisor who promised to arrange the split delivery "ASAP" so I could have at least 2 of the items before Christmas. After another week went by and I still had not received a delivery date, I attempted to cancel the order. PB made this very difficult, initially claiming they could not cancel the order as two of the items had been delivered to the hub. After several more emails, the order was finally cancelled.

Unfortunately, at the time of purchase, I opened a Capital One Pottery Barn credit card so that I could accumulate rewards for future Pottery Barn purchases. By the time the order was canceled and PB credited my card, Capital One had charged me $97.50 in interests charges, but they will only agree to waive $50. So I am currently out of pocket $47.50 for furniture that PB was unable to deliver.

Purchased over $15,000 in furniture. Have issue with Big Sur couch made for Pottery Barn by Sutter. Feathers keep coming out and poking people when they use the couch. Pottery Barn said they will not repair or replace. I am done purchasing furniture from Potter Barn.

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.

Ordered three shelves. Every day I get a new delivery date, which is usually the following day. But when you check the tracking, the items are still in "preshipment" and have not been sent to the USPS. Emailing customer service gets me various excusing and promises but not the truth. I would certainly have ordered from someplace else had I know that this company had deteriorated so badly. Stay away and save your money and your frustration!

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.

Spent $10,000 on bedroom furniture, the bed frame broke after 3 months and pottery barn said "sorry about ya". Horrible company, horrible customer service! Go elsewhere to buy furniture!

Do not buy anything that needs to be delivered. Worst customer service. Waited months to find out order was never processed. Other piece on back order but never informed. They will not allow you to speak directly to a manager. Lynnfield MA location was not able to help as they knew less than we did as the customer. Over priced, horrible service. Take your hard earned money to another business that has customer service as their top priority.

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.

My daughter is pregnant and due mid April, and having the baby at home. She saved up gift cards and purchased a bed from PB on Feb 11,2024. The bed came defective (holes and brackets didn't line up). A repair couldn't be made, and the bed was discontinued, so a long and very frustrating return/refund process has been had. The bed had to be disassembled and was picked up on Feb 21. My daughter requested E-CARDS/credit card refund to speed up the ability for her to purchase a new bed. It took 6 days for the return to "get into their system" to start the refund. PB processed Gift cards to be mailed to my daughter (1-2 week process). After speaking with a rep (Nathan) and his supervisor (Michelle), a meeting was to be had with a "manager" to see how to solve this issue. I even offered to pay for a new bed and have them credit my account but was told that was not possible. Today I was told by another rep (Catherine)/another phone call that they cancelled the Gift cards (5-7 day process) and once my daughter receives an email with the E-Card, she could order a new bed. Well...that gets us nearly to her due date...to ORDER the bed! And HOW LONG will it take to RECEIVE IT? I used to be proud to have PB furniture/accessories in my home. Not sure I would recommend it in the future.
Frustrated Grandma

I was sent alternate bedding items for an online order and charged for them. The nearest Pottery Barn is 4 hours away from my home, so I called twice for return labels but never received one. I then cancelled the rest of my orders and was refunded on an unsent order. Thirty days later, Pottery Barn charged my credit card and sent it to me anyway. The quilt they sent was clearly used and dirty; it looked like it was picked up off a floor and boxed. I was never refunded and Pottery Barn overturned my cc disputes at my bank by showing the original online orders. If you must, pay cash at store for merch and stay away from ordering anything you can't take with you.

I ordered a "Grey Kids Anywhere Chair for my nephew with his name LEVI monogrammed in navy blue". I sent it to him for Christmas. He is 2 years old. When my sister and her husband opened the box they were in disbelief/speechless. As well as everyone else that was at their house for Christmas. I seriously can not even believe that Pottery Barn would mail something that looked so terrible to a customer. It's not just the cover either. The whole entire chair is lopsided. I called customer service, (which I was not rude or frustrated) since it was not the lady who helped me who monogrammed it. She was able to see the picture of it in her system. She said, "It looks like they were sleeping when they monogrammed it" she kind of laughed, however, I dis not think it was funny one bit. She offered to send a new one and I said I wanted a refund and dis not want another one. Then, she had the audacity to ask me to mail the chair back. I'm sorry, call me rude, a $#*! etc. I am.not mailing anything back. First of all, I do not have the time, second, it was not my fault, 3rd it is there fault. In all honesty she should have offered to send a new chair and given me a refund. Wow wow wow! We are still shocked!

We bought several pieces of furniture, with a promised delivery in October. They postponed delivery date multiple times, without any explanation. The items appear to be ready since November but they won't deliver or give any explanations. The delivery company they outsource to, Ryder, won't provide any answers and have a messed up system that shows one of the items we paid for as cancelled (it shows as active and at the delivery center in the Pottery Barn site. Have called multiple times, escalated over chat, no one will help. We love the furniture, but the service is really disappointing, we pay a premium for the quality but cannot get it delivered.

I ordered beds in November! Delivery was set up 5 times already! Still nothing! How they are still in business?!?!?

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.

Pottery bard sells defective products ( child's backpack in this case) and doesn't want you to get a refund only a "due bill" so you can buy more defective products! My wife has spent four separate hours trying to resolve this ( even after 3 approvals from management so far) and still gets a run around and no satisfaction! In fact she is still on the phone as I type, for at least 2 hours today!

Ordered a vanity online. Drove an hour to the location to wait for it to be delivered. Nobody showed. Got notified by credit card company, not Pottery Barn, that I was credited. Had to wait on hold for customer service to ask them what was happening. They told me they had a problem with the product. Won't be here until another six weeks but no guarantees. I have contractors lined up specifically waiting for this remodel. Took months to secure the contractors and now I'm SOL. Pottery Barn sucks!

Ordered an ottoman July 14 2021. First ship date was Sept. 2021 every month my delivery date mysterious changes. I don't receive any communication from them. Apparently, I'm just supposed to keep checking. I have asked them to refund my shipping charge as this is completely unacceptable yet they simply can't help me in any way. I feel sorry for their employees. I will never order products from Pottery Barn again. Such a shame they can't stand behind their brand.

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.

Ordered over $4,000 and nothing arrived as promised. They substituted items and then wanted me to pay to return them. Kept speaking to different people. It's been three weeks and I still have five huge cardboard boxes sitting in my living room. Never again will I buy from PB