Pottery Barn

Purchased a Pottery Barn stone scented oil diffuser vessel and placed it on my Pottery Barn dresser. After a few weeks the oil soaked into the stone and damaged the top of my dresser. Called the store and they did nothing to resolve it. Disappointing for such an expensive dresser.

We ordered 2 nightstands (Willow 25.5" Nightstand). One of them cracked connecting most of the 4 legs. We then exchanged another one of the same model. After about 1 month we received another same damaged one and now i don't know how long to wait to receive a normal product. The shipping time is too long and the product was damaged in transit.
One more problem, we have another order, the expected waiting time is 2 months, then you change it to 2 and a half months, again change it to 3 months. We are really not satisfied with your shipping service. There are many variations and too long and when is the correct time for us to plan.

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

I placed an order of two rugs on November 23,2022.
Rugs were supposed to arrive for Christmas. After three times postponing delivery day they arrived February 3. And, although I was charged for both rugs, only ONE was delivered. Today I called Pottery Barn and the first girl who took my call HUNG UP ON ME when I raised my voice in frustration at the lack of respect I was being treated with. I called again and thank goodness was able to present my claim and find a possible solution. I still have to wait another two months for my rug…but I do love it, so I will wait.

The marble was chipped from a side and the brass bottom legs seemed to have a gold paint which was not finished properly. Had ugly marks here and there. I spend 149$ on a junk for white glove delivery.

Unfortunately, I cannot write a review of the actual rug I purchased; because I never received it. As many others have mentioned in their reviews, Pottery Barn moved the delivery date around multiple times. After 2 months post initial delivery date with no delivery, PB customer service determined my rug was "lost". I ordered a replacement rug that was supposed to be delivered within a 1-month timeframe. Again, my delivery date changed 3-times and pushed out 1.5 months. Customer service could not even tell me where my rug was in the process. They were nice and helpful but it doesn't seem like there is an accurate, updated system keeping notes of customers' issues - I had to repeat my scenario multiple times. Finally asked for a full refund and it took a week to get that approved by someone in "custom" orders.

I'm not sure what system the customer service is team is using to answer phone calls but the reps always sounded muffled/underwater, etc. when we were speaking. I brought it up to them - one rep actually was phenomenal and spoke loud and very slow so I could make out what he was saying. He was a rockstar.

Was having major health problems and saw where Pottery Barn would help design a room was part of their advertising. I tried with three different so called designers an got no help after sending pictures of things I was trying to match. I got no help from Pottery Barn at all. I finally called a business in my town and person actually came to my home and has worked with me for three months creating a space for me. I would never buy anything from Pottery Barn after the way I was treated. It was very depressing with all I was going through.

Yes, my flat queen sheet was very wide which I love, but this is the first time I have had a queen size "fitted" sheet that was "too" big.
My low rating is because this sheet set material is so thin! I already had a thin set of sheets and sure DIDNOT want another thin set.
Also way over priced for the poor quality of material. I will not return them because I am sure I would be charged for return shipment and possibly restocking fee. No more Pottery Barn products for me.

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.

I just purchased a cabinet on Pottery Barn's website for $4,200. Then I found it for $3,200 on another site. After fighting to get to an agent to request the return (the website said I needed to request it over the phone), I waited on hold while the agent said the supervisors were processing it. After a long wait and listening to all the work-at-home sounds in the background (personal calls coming into the agent, eating, etc.) I was told the system is down and to call back in 24 hours. I asked if they would make a note to try again when the system came up and to call me and I was told they were all too busy. So I need to keep guessing when the system is up and fight through the automated system to get someone each time. I fear by the time their system returns the item will have been shipped and I will be stuck paying $1k more than the competitors. After a decade as a customer outfitting multiple properties using their items, I do not plan to shop Pottery Barn anymore.

How does this company even stay in business if they can't fulfill orders without multiple screw-ups and delays? Their fulfillment says things have been delivered when they haven't, they sometimes just don't show up at the scheduled times, they deliver part of the product and don't say anything about when the other part is coming, they say things are in stock when they aren't, things can be at the warehouse but they can't find them, etc. Really pitiful execution.

My experience with Pottery Barn so far has not been good. I was willing to pay more for good quality but it seems that's not what I'm getting. Their glassware is poorly made and has broken after a week of using and the only way to get a replacement they said was to purchase another set. Oh and you can't do a review of the quality nor can you see reviews prior to purchase, seems this is perfect for them as most of us look at reviews. Very few of their products come in a timely manner, some you have to wait months for?! Oh and their customer service is terrible! They are rude and inconsiderate and could care less about their customers. And be careful if you cancel an item, they don't seem to be organized with their billing and charge you anyways. This company is a mismanaged mess! I will be rethinking where I spend my money from now on. The quality is not worth it and the experience is not worth it!

Waiting 6 months for an entryway table, finally got delivery scheduled. They canceled the morning of saying they lost the table in the warehouse. After waiting 3 days for help, they ordered us a new one saying there was 62 in the warehouse and we would have it the following week, the shipping date is 25 days from now!

Will never purchase from here again.

I ordered a king size square wood platform bed online in December '21 for $670. I paid $199 for shipping, and it arrived in February '22. Pottery barn gets a pass on the late delivery due to the timing - shipping was delayed no matter what you ordered or where it came from at that time. The bed was easy to assemble and the new Novaform mattress fit well. It was slept on by 2 people whose total weight is about 260 lbs approximately 8 nights a month. In April '23 we moved the bed to a different corner of the room. The screws in the center legs bent and the legs popped out from just scooting the bed across the floor about 6 feet. The anchor hardware was ripped out of the center beam, which causes it to crack. There was nothing the legs got caught on; this was just from the pressure of scooting the bed across the floor. I contacted Pottery Barn twice about this and asked if I could buy a replacement beam and legs. The best they offered was a link to furnituremedic.com. When you call this company you're prompted to enter your zip code. If they don't service your area, the call just disconnects. After trying a few random zip codes and finally making contact, I discovered they don't sell parts, they just fix your broken furniture for you and you have to bring it in.

For a piece sold as a DIY assembly, it would be simple for Pottery Barn to offer parts. Ikea does this. I thought a purchase from Pottery Barn would be an upgrade, but I was wrong. My similarly designed, $250 Ikea king bed has been through multiple moves, has been tested up to 500 lbs, jumped on, and is sturdy as ever. If a piece ever breaks, I know Ikea will sell me a replacement at a reasonable cost. Don't be fooled by Pottery Barn's sleek marketing - their furniture is low value compared to less expensive self-assembly companies.

So excited! McKenna jewelry box that I've wanted was 50% off today! Reg price $299… Got to register price is $179. Saleswoman agreed it was $150. She brought young manager up who said $179. WAS half of $299.! I have spent thousands of dollars in that Crossgate Mall Pottery Barn but I'll never spend another nickel there! Deborah Rimkunas

I've ordered several items from Pottery Barn and generally have been pleased, but this past November I ordered the Fionah sofa in performance velvet. First, the bench cushion is a brick. Second, the performance velvet pills and sheds and despite every day use for several months continues to pill and shed. Finally, today I moved it into the living room to make room for my new family room sofa and the screwed in legs were all loose. We're just lucky the whole thing hadn't collapsed! Sad, sad stuff. Looks good though.

We ordered a coffee table and end table at the Manhattan Beach Pottery Barn location. We were told they were both in stock at the local warehouse. The end table was delivered within a week but the coffee table is now back ordered for the second time. Availability is now pushed to September. When discussing the delays with the store personnel, I was told to return the product. In the end, PB doesn't care about servicing or retaining their customers.

I wanted to leave a review on PB just because I would hate for anyone else to waste their money on this piece-we bought the Rhine vanity. In the pics it looks like a sexy piece of actual furniture, but it looks SO CHEAP in person that we were stunned. It looks and feels like textured plastic wood…so that was sad. But the worst part is that literally 24 hrs after we received it, the fronting/veneer started popping off peeling away from the face of the drawer edges. We couldn't believe it! Additionally, the height of the opening for the plumbing connection (and the size of the opening) make it impossible to easily attach to your pipes, even if you get a converter like a Snappy Trap. Total design fail. Annnnd it's been a huge harangue to get a return pick up scheduled for the piece. I had what I thought was great CS on the phone with creating the initial return but more than a week later when I called to check in and see when the item would be picked up, I spent an hour on the phone…was transferred 3 times, directed to call 3 separate numbers to wrong depts with huge hold times only to find out no one had scheduled a pick up. AT ALL. And the next window to come get the piece is OVER A MONTH AWAY. So we have a big vanity still in the middle of our living room. Really hoping for a positive outcome but I will never ever buy anything from PB again without seeing it first. Buyers beware…

We bought a James Leather Recliner about two years ago for about $2000. It took 6 months for us to get the chair. Within 6 months after receiving the chair, the leather on the bottom cushion rubbed against metal and developed a hole. We sent pictures to the store and they did not follow up. Now after 2 years, the leather on the arm is wearing out. This is a terrible piece of expensive furniture. We will never buy from PB again. BEWARE!

I placed an order on January 14th for a duvet cover and pillow shams. I had to check that I agreed that the item would take 7-9 weeks, which was fine as we weren't moving into our new home until March. When I received my order confirmation after placing my order, the shipment date was May 14,2019... 4 months after I placed my order. They will not let me cancel it because of it taking twice as long to ship! I even said I would order another duvet from Pottery Barn that would come sooner and I was still not permitted to cancel this order! Beware when committing to one time frame and getting a much later one! Guess that will be my last order from them!

Can't even begin to explain all that went wrong in the scheduling and delivering of my nursery furniture items. Items that we spoke about scheduling on the same date were not actually scheduled, items not making it on the truck, delivery to the wrong address, the list goes on. I'm excited for these pieces and in general love pottery barn furniture. My in-store experience was fantastic. But I'd think twice about buying from them ever again after this and definitely won't be recommending them to others.

I had a bed frame delivered two week ago. The frame accomodates an adjustable base. I asked the lead delivery person to modify the base so it would fit into the bed frame. He refused, indicating the base was too heavy and he was going to build the frame around the base. After some back and forth, he decided to modify the frame but told me he was doing it as a favor since he was not required to touch the base. Retail sales told me the delivery service would modify the base. Then he whined about how heavy the mattress was to move. Three guys on the truck!

Delivery charge: $379.00. There's nothing 'white glove' about Pottery Barn's 'White Glove' delivery service. It's a marketing sham. Have never had a problem with R.C. Willey. Delivery charge: $69.00 for the first delivery. Free deliveries for the rest of the year.

Paid our bill in time through my bank bill pay process. Payment sent on 12/5, bill due on 12/16, pottery barn credit card, capital one said they did not receive until 12/28. Received proof of payment from my bank and contacted capital one, didn't matter. Card cut up and will never shop pottery barn again