Pottery BarnReviews 573

I purchased $7000 worth of furniture that was ordered and paid for in March! All I am doing is getting passed around, now to a third party as to the location. No one has a clue!

This company's customer service truly is so, so bad. I regret buying any furniture from this company. I ordered two armchairs in March 5th. They were supposed to be delivered several weeks ago. The delivery was canceled and no one informed me. Then I was told that 1 chair was unable to be located and an alleged "dock search would be conducted" and they needed 3 business days and I would get a callback. Surprise, surprise, no callback, and nothing was done after 3 business days. After I called again on the 4th business day and spent 2 hours the useless customer service representatives did their job, called a warehouse, and scheduled the appointment of 1 chair. But being the most incompetent of staff, they still had no idea where the 2nd chair was. Of course, now they needed an additional 24 hours to know where the chair was. Two different representatives stated that a dock search needs to be done and if it's not found, then it will be reordered. Even the alleged supervisors I spoke to are useless and were unable to resolve this issue. Still no chair, still no resolution, still nothing. I hate this company. I truly hate this company. I uploaded a picture of being on hold with their reps for over 2 hours on June 1st. I was on hold with another rep today, june 2nd, for an additional 30 minutes. She (caroline), being a supervisor stated that she could no longer stay on hold and would call me back and gave me her direct number; she

I have been a customer of Pottery Barn for decades but I made a purchase in February 2022 with a delivery date of March 5 - March 19 and still have not received. We have been lied to about delivery four times now, promising another date each time. It is June and we still have not received the two stools we ordered and that we payed $299 for delivery! This would not be a problem if they were honest from the start as to when I should expect them, but to tell me they have been at LAX hub for six weeks? Out right lies. This will be my last purchase with this company.

I cannot begin to express my frustration and confusion with PB adequately. Their audacity to be so horrendous with deliverables and customer service yet so pricey is beyond me.

On November 1,2021, I ordered the queen-sized Oakleigh bed with dresser, and both had a January 21,2022 delivery date, which was longer than I wanted to wait. Still, I felt it was worth the wait since the set is gorgeous, exactly what I wanted, and shipping delays were consistent across the industry. Right before the January 21 shipping date approached, PB quietly changed the date. And by quietly, I mean if I didn't pay careful attention, I could have easily not realized the date change switcheroo because they only change it on the website-- not via email notification. Since the original delivery date, my order has changed four times.

On May 21, I thought I was in the clear with having my bed delivered (I canceled the dresser in January). The white glove delivery drivers arrived timely and began unpacking the bed to put it together in my room. Ten minutes into the unpacking, one of them called me to come upstairs. Bad news: one of the pieces was missing preventing them from finishing the job. They asked if they could leave the pieces to the bed in my room since the items were heavy, and I was assured of their return as soon as they found the missing piece.

That was ten days ago. And radio silence since then.

I currently have multiple slabs of wood on my bedroom floor, with no updates on the delivery of the missing part. Meanwhile, I paid in full for the order back in January. I am beyond pissed, and customer service is useless with the eternal wait times and lack of definitive knowledge. I have called at least ten times since placing the order, and the reps, while polite, are clueless.

I was offered compensation on the bed once the delivery is completed, but Pottery Barn did not state the amount. It needs to be at least $600-800 to make this ordeal worth it. Even still, I will never make another furniture purchase from PB again.

I ordered a headboard and bed frame in January 2022 which they split into two deliveries. The metal bed frame which literally fit into a really small box took 3 months and two attempts to deliver it… the first time my delivery got cancelled through a text after waiting all day and they rescheduled it for the next day without even reaching out to me or asking if that would work for me. They claimed their truck broke down and how could Pottery Barn have just one truck that delivers, really? I was supposed to receive my head board this morning with a scheduled delivery time and when the truck arrived my head board was not loaded on the truck from the warehouse so I stayed on hold for 20 minutes with customer service without any resolution and no head board. I can't cancel the order because it's a custom order but I am cancelling ever doing any kind of business with Pottery Barn that requires a delivery.

I ordered the Reed Extending Dining Table on November 4,2021 and was given an expected delivery date of January 9,2022. In January I received an email saying the table was delayed and would be delivered in February. This continued to happen each month until May. At the beginning of May, I received an email saying both parts of my table had arrived to Denver so I could schedule my appointment. Pottery Barn took the money out of my account once the table made it to their warehouse in Denver but when my delivery date came, I was told that they couldn't find my table. After hours on the phone with numerous employees at Pottery Barn, they assured me they found it and scheduled me for today on May 25th. Today, I woke up with a text saying my table would be delivered between 12:30-2:30 and gave me a link to track the order. Around noon, I clicked the link to check the order only to see it say "delivery cancelled". When I called (and waited on hold for an hour) I was told they once again couldn't find my table. I was highly encouraged by the employees (I spoke to three today) to just cancel my order because that is the only way they can refund my money. Otherwise, they said I can reorder the table for an expected delivery of August but they wouldn't be able to refund my money. I don't understand how they think it is legal to take my money out of my account, lose my product and then not refund me the money now that the table isn't coming for another three months.

I started to do some research today and noticed that numerous people have had this issue with this same table. They ordered it in the fall of 2021 and had an estimated delivery of early 2022 but when the delivery date comes, Pottery Barn claims they "can't locate" the table. I find it hard to believe they just "lost" all these tables and I think they are lying to each of us. They are encouraging me to cancel my order because they don't actually have the tables. I'm now out $1,400 and have no table so I have filed a complaint with the BBB and FTC.

I have been waiting months for shelves. Pottery Barn keeps changing delivery date. I HIGHLY recommend buying floating shelves elsewhere. They give you a delivery date, charge your card for that delivery date, and then change the delivery date and re-apply a pending to your card. Mine has racked up. I called customer service today (they were nice but they can't do anything for you) and they informed me over the phone that they were delayed AGAIN for the fifth time to June 9. Extremely poor logistics for the amount of money one pays for Pottery Barn. If you are looking to see your home or area completed- go elsewhere. And if pottery barn is any good and cares to have me edit my review, my order # is 3200 626 694 21

I have used Pottery Barn for many years. This last order has been a giant nightmare. Put aside supply chain delays. We had a couch lost from being ready to ship to truck showing up at our house and couch wasn't on it. We had second couch show up WRONG COLOR. Then Bedframe was so badly constructed we need a replacement. Customer service staff can care less and are basically blowing you off and just offer to order again for another 4-5 month wait. It's ridiculous. Oh, and you pay in for your item when they are ready to ship NOT when you receive and make sure they are correct. GO somewhere else. It costs to much for what you get now.

6 Months of Wasted Time

My husband and I purchased the Jake upholstered storage bed from Pottery Barn last December. We knew it would take 4-6 months for custom choices are were excited for the product. When we were notified it was ready for delivery, we made plans to donate our bed and mattress the day before and have our new and larger mattress delivered. Unfortunately, upon delivery we learned that the headboard was not built correctly to hold the bed frame properly.

Understanding that accidents happen, we were told that a furniture medic would be able to come out to our home a week later and assess the situation and that most likely this hardware issue would be fixable. Once again, my husband and I made arrangements for the furniture medic to come on a weekday during a two hour window.

After a no call no show missed appointment, I then reached out to inquire what the status was. I was told that something came up and they would be unable to come to our house that day. I rescheduled for two days later, also on a weekday.

The medic arrived on the second appointment only to deliver the same bad news. The headboard was built incorrectly and did not have the mounting hardware installed. However, the medic stated that it should be an easy fix, the company would arrange for the headboard to be picked up, taken to a local workshop, and be redelivered within a week or two. The medic stated that after submitting his report, I would receive a phone call within the next hour or two.

6 hours later after no communication from PB, I received an email stating that they decided the headboard was defective and have ordered us another. It was scheduled to arrive in approximately 4 months. And in four months after the delivery of our new headboard we could then discuss compensation options.

Until now, we have very good experiences with pottery barn and their products. We have spent a considerable amount the last 18 months with them furnishing our home. This experience has been disappointing in customer service, communication, and time management.

We would still like to order a bed or exchange for something in stock or sooner available (of course), but we cannot wait 4 more months without a master bed frame. The options presented to us were to refund and return or wait for the 4 months.

The frustration here has been the lack of communication, the wasting of time, and the unwilling attitude to solve the problem.
I assumed that premium pricing and products would also come with premium service and communication, and the lack of each has left a distinct bad taste. Every email and phone call has been to a different representative that cares only to get rid of this problem as quickly as possible and not to actually find a viable solution.

Pottery Barn has items posted as "ready to be shipped" - As soon as you place the order, comes the surprise: Backorder. It happened to me twice. My last try was with an item purchased on May 6th. It was shown as ready to be shipped. On May 21th still backordered. Transparency and honesty is not their strongest point.

I would give no stars if I could. Completely frustrated with my order and customer service who messed up the order worst than the problem I had when I first contacted them. Poor quality control, poor customer service, long waits for products and to speak to someone in customer service and over priced.

I bought 3 lamps from Pottery Barn, one floor lamp and two table lamps. All were the Fallon forged iron lamps. Two of the three are bad! Their customer service is absolutely useless! I've been on hold for 45 minutes now and have gotten nowhere! This floor lamp that was broken and replaced weighs about 75-100 lbs. We cannot take it to UPS, so asked for a pick up. I have now had the lamp--9 foot long box--in my apartment hallway for 10 days. Now they deny that they promised pickup--TWICE over that 10 day period we've waited! I will NEVER buy from Pottery Barn again, and I'm hoping others take this advice!

Elaine Morgan

I ordered very expensive items that were never received. They said they would issue me a full refund but they would not refund the shipping. Will NEVER buy from this company again. Terrible practices and dishonest

I ordered a pair of lamps. When I purchased them I confirmed with the sales person that the lamps included lamp shades. I was told they did. When I received the lamps the order was missing the shades. I confirmed on the Pottery Barn website that they did indeed include the shade. The lamp comes in 3 sizes and there is a description of what each size lamp accompanying shade is. I called PB to inquire where my lampshades were and after 30 minutes on hold I was told that the shades were NOT included. When I pointed out what was represented on their website I was put back on hold. I have now been on hold for nearly an hour with NO resolution. Prior to Christmas I ordered bedroom furniture and the dresser they sent me was damaged ( the drawers did not open and close) and it has taken weeks of waiting to get a replacement. Finally, while I was in store last week and noticed dishes that had been out of stock since December were now in stock. When I tried to purchase 8 place settings the manager walked up and snottily told me I could not purchase enough to make the 8 place settings even though the dishes were sitting on the shelves. She didn't offer any real solution. Thankfully another employee helped locate the balance of what I needed at another store. If I ran my company this way I would be out of business.

I purchased an electronic gift card for Mother's Day as my mother is geographically separated. No problem, I have done this MANY times before. Seamless experience to checkout and delivery just in time for the big day. NOPE! Order placed, card charged, receipt issued via email, yet nothing sent to my Mother. Call Pottery Barn and the lady identified herself as part of management but would go on to HANG UP ON ME after asking why I was charged for an order that wasn't fulfilled. Fraud investigation filed with my bank but I will NEVER do business with this brand again. Cancel culture is here…pay attention to those of us who have been loyal for years.

Received two euro shams as a gift from a friend. I misplaced the gift receipt and went into the store hoping I could just even exchange them for a different more neutral linen-y color. They were never even opened. All tags attached, wrapped in ribbon AND plastic. They said they could not return or exchange without receipt. We tried looking it up multiple ways to no avail. Every other store in the world will either even exchange or return to a gift card with valid ID entered into the system if the item is still in store. Now I am stuck with shams that I don't want. What a horrible policy. Not willing to work with their customers AT ALL. Things happen. Receipts get misplaced. I would understand if they looked used or old but to deny a return of a new still packaged item?! Insane. So frustrating.

I've called 4 times asking where my picture is over 2 months and each time they say they make a ticket and it will be 7 to 10 days to have it reviewed. No resolution and no picture.

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!

I called to find out my order status. Rep was not able to update me as to when my chairs will be delivered or offered a solution for me considering it's been 5 months since I made my order. When I asked to cancel my order and send me what they have in stock she said she could not guarantee a refund. When I made the order the website advertised the chairs as in stock (1-5weeks delivery) it's been 5 months and no updates and on top of that they are telling me that they might not be able to refund me. They take your money using false advertising, don't fulfill their orders and can't refund your money back. Watch out! Worst customer service.

I ordered a kitchen table and 4 chairs online. It was going to be a 3 months wait (first hint!), a very expensive set but I decided to go ahead with it. I really liked it and thought it was going to be worth it.
3 months into it, I start following up on the purchase. They tell me there is a backlog on the order but that it will be coming soon enough. 5 months later they tell me the chairs are ready. When I ask about the table, they tell me their system, somehow, canceled the order on the table. THERE IS NO TABLE but they still went ahead and charged my credit card for the chairs. I was pretty furious. I don't think I heard them apologize or even tried to find some sort of solution to keep me as a future client. THEY COULDN'T CARE LESS! The woman on the phone just ask me if I was going to now cancel the chairs? What a joke! This is the first time I take the time to write a review about something. Thanks Pottery Barn for waisting my time and for a terrible service!