Pottery BarnReviews 573

I have been having a nightmare of a situation with Pottery Barn. We purchased a bed in March, waited 4 months for delivery (which was expected). Once the item arrived, parts were missing, so they had to have the bed re-delivered. The second time it was delivered, parts were missing again! The issue started when Pottery Barn would not resolved this issue. I was given the run-around by several customer service agents and told different things. In the end, we decided to return the bed since Pottery Barn could not get their situation sorted out. We were promised a refund in 7-10 business days. Weeks go by with no refund. In fact, we continued getting calls about scheduling another delivery! We called Pottery Barn saying we want a REFUND. They told us 3-5 days for this to happen. Still got calls for a redelivery. Called again and asked for a refund AGAIN. Once again, got called a week later for redelivery. Finally, I emailed, chatted, and called to request this refund. A week later, the refund comes in... several hundred dollars short! They did not refund us the shipping fee! I am beyond done with this company. I cannot believe how much trouble we have had to go through for this company to withhold our money from us when they made the mistakes on their end. We would have happily kept the bed that we waited MONTHS for if they had resolved the issue the first three times! I always thought pottery barn was a nice furniture company so I really did not expect such horrendous service. Williams Sonoma/Pottery Barn, get it together because I am going to be filing a dispute with my credit card company.

Saved up for a long time to buy 2 comfortable club chairs. $5500 for the pair with shipping. It was a very major expense, but we wanted a nice bit of furniture for the first time in our lives and went for it.

After 9 months, the chairs had shipped from the manufacturer, but never made it to Pottery Barn. The chairs were lost. After a customer service rep assured me of a short delivery time on a second order, I agreed to have them put the order in again.

That was a year ago. They apparently did not make a second set of chairs, but instead have been waiting for a year for the original chairs to show up. And PB will not not cancel the order until the original chairs are returned. A catch 22 where I get screwed.

Obviously customer support has given me the run around and refuses to make things right.

I order 3 items hanging picture rail system from Pottery Barn 2 weeks later the price dropped by $20.00 each. I requested a price adjustment, and they advised they do not do price adjustments. Only if the item was in transit would they provide this. I was on hold for over 45min just to get this answer. They would rather have you return the item and reorder instead of giving a price adjustments Here is to awesome customer service! Poor Customer sevice.

We purchased a leather Manhattan recliner and within 6 months the leather was severely faded and the springs in the chair are squeaking. We replaced a 15 year old PB Manhattan recliner that was in better shape than the 6 month old. Very poor quality and extremely disappointed in the purchase.

I cannot stand PB anymore. They send incomplete furniture deliveries and keep you on hold forever. They also send the wrong items and just suck all around. I hate Pottery barn because of its lack luster customer service. They should be called Pottery Barn Customer Disservice

I have contacted PB a few times regarding (not to mention a VERY expensive/overpriced) a wall unit. They had me send pics and then sent someone out. Someone came out, still not right and then again, and still not corrected! Blaming it on my floor one time, blaming it on something else another and it continues. Every time I had to file a new complaint I had to send pictures again and again and it has STILL not been fixed. Unfortunately, I work full time so cant be on the phone for hours including wait time for someone to come out for the same response. It is CLEAR as day to see why we are having the issues we are having, but they do not seem to care. This is even after months of being on backorder. I even purchased my daughters bedroom set there (at the same time otherwise I would not have done that) and have issues with that too, but not even wasting my time with filing a complaint because its obviously they don't care and just over charge you! They have lost me as a customer and many others due to this experience without any resolution.

I had a designer come to my home to assist me in picking the color and wood type of my chair, height etc.
Well as it turned out, the designer ordered the wrong height chair and my island is 36 inches high and the chairs are way too low. LIKE WHAT? WHY would I use a DESIGNER and have the wrong chair ordered? I waited almost 4 months to have the wrong height get delivered! OMG POTTERY BARN, can you PLEASE hire competent designers. ANGRY is an Understatement.

I recently purchased ******* in furniture from Pottery Barn. The sofa love seat material stretch and was so saggy on the couches that they looked like they came from a junk store. After numerous hours speaking with customer service I was told there was nothing to be done to resolve and I would have to live with the sofas!

I place my order it said on the site it is available and will be delivered between July 29- August 12. Today is August 25th and I have not received it yet. I called the customer service. After waiting 45 minuets on the line for someone to answer they said It will be in Transit to delivery center for September 8th. I'm very disappointed and will not be buying anything from them again.

I ordered my York Pottery barn deep seat sofa January 11,2022 I was given a delivery date of June 10 then it moved to July then it moved to August. I got an email stating it was at the warehouse in Nashville Tennessee June 25. They gave me a delivery date of August 18. Stating that I lived to remote. I paid the same shipping as everyone else but they delayed me further despite the fact that I live in a town of 65,000 people in right off I 75 interstate. Doesn't make sense to me. I get furniture deliveries all the time. So this is not remote. On August 18 I was fully prepared for the delivery and cleared the old couch away and then they never showed up. When I called they were closed. The next morning I called and they said the best they can do is two weeks later again! August 31! I tried to talk to a supervisor at the Fidelitone scheduling number and they are unable to help you any further than just emailing the distribution center. Instead of trying to turn around and make sure they deliver immediately to who they missed they just put you at the end of the line. I was told "we have no date hopefully they can figure out the next time they come to your area." It is beyond frustrating and they can say sorry but they don't try to make up for their lack of efficient delivery and communication with the distribution center by delivering items they have received first. Nor do they try to schedule what they missed immediately.
By the way, I've already paid for the couch in full and still do not have anything to show for it. It is ridiculous I would never order from Pottery barn again based on their delivery and I highly recommend you to look elsewhere for any furniture needs.

I ordered a loveseat on 10/23/21, with an estimated shipping date of 2/22/22 to 3/8/22. The March date passed with no notification from PB. When I called, I was told that my item was still in Taiwan and that it would be shipped on 4/20/22. I called after that date and was told that my item would be shipped between 5/3/22 and 5/23/22. Again, no notification once the date passed. On 7/11/22, I was charged for the item, and I finally received a message to schedule on appointment, which I did for 8/3/22. On that date, when I went to track my item, I found the message "order canceled." I called to ask why and was told that the order was being held up because the delivery service was waiting for more items before making deliveries. It's now 8/18/22. Still no word from PB, still out lots of $. I will never order from PB again.

Delivery a month late and have not received, paid in full. Waited 1.5hrs to talk to an employee. Charged us 200 dollars for white glove which we did not request. The assistant we spoke with after an hour and a half was the most rude customer rep I have ever dealt with. I'm done with this organization!

I had the worst experience with ordering. I had called many times to costumers service in regards to my order and been told a different story every time. Will not be ordering things from pottery Barn again

Worst customer service ever. PB cancelled my order after months of shipment "pending," without any explanation, phone call, or email. I spent over an hour on the phone with them to inquire about my order, was told that someone would follow up with me the next business day, and received no follow-up contact at all. They simply cancelled my order without any explanation. I only found out after checking the order status myself online. Also ordered my son's school stuff from PB Kids, only to have the order "pending" shipment for several months; I ultimately had to cancel the order because it would never have arrived in time for school to start. This company really needs to get their act together. This has happened repeatedly with multiple orders from this entire family of companies. I will never order from them again.

I've purchased thousands of dollars worth of products from PB in my decades long relationship with the company. When I say thousands, I mean more than 20k. Purchased a dining room table and chairs and returned it after a two month wait. It was not what I expected. The return prices has been a nightmare. 30 minute wait times, and poor customer service. I'm still waiting on a refund after weeks of calls and excuses for
CS. I was mailed $2,000 with of gift cards as a refund rather than the payment method I selected. It's now been 3 weeks and still no refund to my bank account. The quality and service of the online store is not what it used to be.

I ordered a piece of furniture Jan 1st, expecting 6 months until delivery. I still don't have it. The tracking changes every 15-20 days and continues to push out. Customer service has been pleasant but of course never can answer. At this point who knows if I will have my order by the new year. I am beyond frustrated. It was a very expensive item and of course, I cannot cancel since it was custom made but they can take all the time in the world to get it to me. Worst experience ever.

Ordered coffee and side tables with promised delivery in two weeks. As of today, it has been 12 weeks of lies and broken promises from customer service - on hold for no less than 30 minutes for each call, and each rep will additionally place on hold … and have virtually no information about the missing portion of the tables. I so wish the saleswomen at the store would have been honest and decent human beings and let me know up front that it was anyones guess when the merchandise would arrive. Now all I receive are bogus updated ship dates. Calling both the local store and customer service weekly. PB IS THE WORST. NEVER AGAIN.

Ordered Benchwright Dining Table on July 12th which showed as in stock and ready to deliver. Delivery window given was July 17-July 31. I called customer service several times the week prior and was told that the item is "in transit" but no one could tell me where it was or when it would be delivered. On August 1st, I was given a new delivery window of August 5 - August 25. I inquired about the delay and no one was able to tell me the reason for this new delivery window or when the table will be delivered.

Pottery Barn is supposed to be a premium product vendor given the prices they charge. I will spend my hard earned money with a real premium vendor and warn you to stay away from this joke of a company.