• Pottery Barn

Pottery Barn

Overview

Pottery Barn has a rating of 1.38 stars from 567 reviews, indicating that most customers are generally dissatisfied with their purchases. Reviewers complaining about Pottery Barn most frequently mention customer service, delivery date, and credit card problems. Pottery Barn ranks 538th among Home Decor sites.

  • Service
    247
  • Value
    208
  • Shipping
    220
  • Returns
    184
  • Quality
    186

This company does not typically respond to reviews

Positive reviews (last 12 months): 1%
Positive
1
Neutral
3
Negative
92
156
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What reviewers want you to know

Positive highlights

  • I had really and awesome experience at Pottery Barn.

Critical highlights

  • The only thing customer service could come up with was a weak apology.
  • About half way into the delivery window, I noticed that the truck map said the delivery had been cancelled.
How would you rate Pottery Barn?
Top Positive Review

“I'm happy!”

Elizabeth R.
2/18/23

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!

Top Critical Review

“Defective duvet insert, refusal to refund or replace.”

Katy G.
1/28/24

I purchased a king-sized classic down duvet insert from Pottery Barn, which unfortunately turned out to be defective -- the box stitching did not connect properly at the centers, and I didn't notice before I put it in my duvet cover. As a result, over time, the feathers inside the duvet shifted significantly, accumulating at the bottom and leaving other areas under-filled. This has made the duvet useless. Despite numerous attempts to resolve this issue with Pottery Barn's customer service, including providing detailed evidence of the defect, I was not offered a refund or a replacement for the insert. This experience has been very disappointing, as it contradicts the high-quality standard and customer service I expected based on their marketing. Buyer beware: if a defect is not immediately apparent, you will not receive support or resolution from Pottery Barn.

Reviews (567)

Rating

Timeframe

Other

Reviews that mention popular keywords

customer service (253) pottery barn (311) delivery window (13)
Thumbnail of user jerrijohnson62
1 review
0 helpful votes
January 19th, 2024

I was given a very soft throw from Potterybarn for Christmas. I have washed it over and over and over again and can not get all the fuzz off of it. The lint gets all over all the other clothes I wash in my washer/dryer. I get the fuzz all over my face from the fuzz that remains on the clothes and towels I wash separately. Potterybarn will not help me because it was a gift. I don't want to ask the person who bought it for a receipt. It does have a Potterybarn label on the throw. I do not recommend their throws.

Products used:
Giving away their throw.

Service
Value
Shipping
Returns
Quality
Thumbnail of user nataliem1077
2 reviews
6 helpful votes
September 11th, 2022
Verified purchase

I'm not rich and can't afford the prices I see on pottery barn but most don't know you can search "open box deals" and find tons of great stuff for cheap, sometimes over half off. Those rich people send stuff back for any reason such as minor color differences or just not liking what they received. I've decided to redo my bedroom and bedding included. I wanted to switch all my bedding to cotton, linen, or percale. I don't trust *******@zon because sellers are constantly listing things as cotton or adding cotton to the title yet what you receive is not what they claim. Anyway back to pottery barn open box deals- I found a nice smelling diffuser which I paid $16 for and it literally was unopened, I bought the kinsley duvet cover in queen size for my bed and only paid $80 which I think was originally $185, also not even opened. Just recently I bought another duvet cover (bed of roses) for $95 and 2 pillows aka rich people pillows "standard shams" which isn't bad at all for the price since all items were %100 cotton. I just would rather pay for a brand new that has some trust to it but I do agree their items are way overpriced for me. I've got a steak taste on a hamburger budget but it's been managed through open box deals. What I can't stand is its nearly impossible to find coupon codes for PB, even for free shipping AND they charge for shipping after robbing you on these prices! Atleast offer free shipping with your comforter that costs $200.

Thumbnail of user sherrin65
1 review
0 helpful votes
June 19th, 2023
Verified purchase

**** 4 Stars for Aubrey Entertainment Center.
**2 Stars for Outdoor Torrey Wicker Sofa
Took 4 mos. To get AUBREY BOOKCASE after several scheduled deliveries and NO SHOWS due to "glitches" w/ their computer/warehouse/delivery systems. Then it was defective and took another 4 months of NO SHOWS etc. to get it fixed properly. But we do love the look and quality is decent for the price compared to a custom built cabinet.
Bought the Pottery Barn TORREY WICKER furniture a few months ago - 2 grand sofas + 2 club chairs. Kept covered on our deck while we finished our house remodel. Uncovered it after 6 months of hardly any use, and one of the Torrey sofas had at least 9 BROKEN PIECES that were not there before. The other 3 pieces are OK, so clearly this 1 sofa was brittle to begin with?! Even though we kept them covered with expensive CUSTOM covers, PB, Williams-Sonoma B2B team said they will NOT honor the warranty because we didn't cover them with PB covers AND we didn't put the furniture indoors during the winter! WTH! That is ridiculous, I live in California and we don't have "inclement" weather as they said. BOTTOM LINE: our Torrey Wicker Sofa lasted a few months before deteriorating, even though it was covered when not in use. I love the look, but devastated by their lack of customer service on this issue and voiding a warranty on furniture under 6 months old.

Products used:
Indoor furniture, outdoor furniture, accessories

Service
Value
Shipping
Returns
Quality
Thumbnail of user vanessas779
1 review
2 helpful votes
November 25th, 2022

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.

Thumbnail of user lindae55
3 reviews
15 helpful votes
July 24th, 2020

I placed an order May 14,2020. The order was a set of dishes. Part of the order was delivered which was dishes and salad plates. I chose this particular set due to the large-sized bowls. The order reads Backordered and the bowls would arrive Sept 16-18. I looked up my order and it now reads "estimated delivery Oct 8-12. There has been no email or anything from Pottery Barn. It's a good thing the set is not a gift and for me. I'm very disappointed with the long wait. They didn't charge me for the back ordered items

Thumbnail of user mb897
1 review
0 helpful votes
May 5th, 2023

The Whitney desk fits perfectly in the space I had available for it. However, the center drawer of the desk was delivered with a cracked back panel and the front of the drawer was separated from the exterior front panel. A replacement desk was delivered but the center drawer of the desk had the same defect! So I refused the delivery and have been trying to get a new center drawer of the desk delivered or money/credit for the purchase...so far NADA!
I am very disappointed in the Customer Service so far. I hope this issue can be satisfied or Pottery Barn will have lost another customer!

Products used:
Furniture

Service
Value
Shipping
Quality
Thumbnail of user larryk76
1 review
2 helpful votes
January 11th, 2018

Prices significantly less at stores versus online!
Price check your local stores Or even out of the area stores as prices on certain items this time a year could be 50% less at the store Vs the sale price on line.

Thumbnail of user pattys45
3 reviews
11 helpful votes
October 18th, 2017

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.

Thumbnail of user robertc424
2 reviews
0 helpful votes
December 22nd, 2017

I really like this place and have purchased a number of things from them over the years, including a really nice dining room set. But boy was it expensive! However, we've had it for at least five years now and it is as good as new, so we will be getting our money's worthe

Thumbnail of user kevinw178
2 reviews
1 helpful vote
April 6th, 2017

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.

Thumbnail of user judye16
Judy E. – Pottery Barn Rep

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.

Thumbnail of user carleya1
4 reviews
1 helpful vote
November 8th, 2016

Cheep and allot of things. But tons of generic things that will make your house look like everyone elses.

Thumbnail of user juliee32
2 reviews
1 helpful vote
September 21st, 2017

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.

Thumbnail of user judye16
Judy E. – Pottery Barn Rep

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

Thumbnail of user christines151
5 reviews
5 helpful votes
November 18th, 2017

I just received very cheap down pillow inserts, they're not hypoallergenic and very understaffed. Not what I'd expect.

Thumbnail of user kimr69
2 reviews
1 helpful vote
December 28th, 2015

Pottery barn furniture is ultimate quality and luxury. We've loved every piece we've ordered from them. However, being repeat furniture customers, we've now learned that almost no furniture purchase with them ever goes smoothly. This is not an issue with other companies like Restoration Hardware, Bassett, or even West Elm. Only Pottery Barn. When we order we know to expect much longer than normal delays, problems with scheduling delivery, no-shows of scheduled deliveries and/or damaged items that need to be sent back. Usually the company offers us reimbursement for the hassle which is a nice bonus and is the only reason we haven't completely given up. However, don't ever order Pottery Barn furniture with any sort of timeline in mind. It will likely take 3x longer to arrive than expected. It is also best if you work at home or are a stay at home wife, etc. as delivery may or may not happen on scheduled days. If you are prepared and expecting a frustrating experience, but are still willing to go through with it to have that beautiful Pottery Barn item in your home. Then go for it! We keep coming back for more too despite all the headaches.

Thumbnail of user maxineb8
55 reviews
175 helpful votes
February 4th, 2016

I have been purchasing from pottery barn for years and usually had great products. Especially for holiday items
I recently purchased a seagrass headboard, luggage stand, dining chairs and matching coffee table. 2 very large special order photographs along with Christmas tree skirt and stocking.
For the coffee table I had free shipping so it was on sale and no shipping. It did not say you needed a code and I did not see one. When I checked out it added $50.00 dollars. I immediately did a chat and email to explain but the Said "sorry, those are limited to time of purchase and couldn't change my order" I checked and explained the item was still there and said FREE SHIP. I did not receive a response.
Now it has been a month, even though it was in supply and ready to ship. I received email they would deliver on Saturday from noon to 5pm. I called them. I would like to change to mornings. They could not change. I ask them to deliver next week and get on morning delivery, again they said they had no delivery scheduled for the following weeks. I said then they should have been able to deliver on any day at morning. They said NO.
That was last weekend, I only have weekends to enjoy down time and was not willing to sit all day for a delivery. I still have not received my seagrass coffee table but I can assure you that is the last item that I purchase from them.
I explained to them that in the future I can find what I need on the Internet.
No customer service.

Thumbnail of user colleenb26
4 reviews
1 helpful vote
December 30th, 2015

Generally good quality products and better when they are on sale and provide free shipping.

Thumbnail of user alexanderp22
2 reviews
5 helpful votes
July 15th, 2015

It is average not up to the mark

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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.

Company Representative

Thumbnail of user judye16
Judy E.
Typically does not respond to reviews

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