Pottery BarnReviews 573

My refund of returned item is still not delivered after 9 months (yes - 9 months). More than 15 calls and after 1.5hrs conversation, every time highlighted they have mailed the check but never received. Planning to take legal course and recommendation or direction.

We purchased a Dearborn reclaimed wood desk for $900 from Pottery Barn. The drawers fell apart and the wood was disintegrated. We were also unhappy because we were unable to return this heavy item to the local store as it was purchased online. Per customer service online and in store are completely separate. It was a stressful process repackaging for UPS pickup.

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 ordered 2 Tyler leather recliners back in 2018. We recently noticed the seat cushions had deep slashes clear through the foam caused by the metal bars on the recliner back. Obviously a manufacturer defect. I should have known…. Made in China! Anyway, I contacted customer service and after 30 minutes, it was dertermined by a supposed supervisor that it was normal wear and tear. Seriously?. I guess the sales people should let everyone know what to expect from these cheaply made chairs. I have spent so much money in this store and have received the worst customer service ever. The rep also suggested I just reorder new chairs since I like them…. At my expense! Absurd! I guess they are meant to be disposable chairs. Save your money and go someplace else for your furniture. It all comes from China anyway.

Simply, Pottery Barn is no longer the customer service oriented, high quality resource we once knew. My best counsel, as a heavy utilizer until several recent experiences... put your money back in your wallet, turn around, and run hard, run fast, do not look back. Find a local merchant that offers same or better quality and really cares about your business.

It is incredible with the reputation of the company, the terrible customer service they have, I have been trying for 2 months to solve a problem of defective furniture that was delivered to me and you only receive emails that have escalated the problem but no solution

I purchased the Elliot Shelter Upholstered Headboard, King, Performance Heathered Tweed Pebble. I was told it was a Custom Order so it took 6 months to get. When it arrived the gentlemen delivering the bed did not speak English, their dialect was so thick my husband could not understand them. They did not mount the new Headboard to the bed they just stood it up behind it. When asked why it wasn't mounted the only word my husband could understand was "screws". I don't think they had screws. But I paid $200 to have this bed white glove installed. The second issue was the headboard did not "hug" the bed in fact there is a 7 inch space between the side rail of the bed and the bed itself. The bed measures correctly for a King Size bed and the Headboard I ordered was for a King. I called Pottery Barn right away and explained that the gap is just not right, they offered me only the $200 delivery fee since it wasn't installed properly. I'm thinking it could not be installed properly because the size is not correct. They offered to send another but said it would most likely have the same result at which time I would have to choose a different bed all together. The replacement would take another 5 months to arrive. This is a less than acceptable situation. Paying over $1,300 I can tell you this will be my last Pottery Barn purchased after decorating 2 homes.

We ordered two recliners last year and waited several weeks for delivery…. I own another recliner which was being relocated to another part of our home…. That recliner is extremely comfortable chair…purchased through another furniture retailer…the two from pottery barn recline only slightly and leave my back and legs in agony…. I regret the purchase

I ordered a lawn plaque for a Christmas present in early December- when it finally arrived the packaging was so flimsy that the plaque had fallen out of the 2 cardboard sheets that had surrounded it. I called and explained what had happened, including the flimsy packing, and was sent a replacement which arrived with the same flimsy packaging. And guess what? The plaque had fallen out again! So I called for another replacement and told the customer service rep to indicate to package it differently and securely. Well, the plaque arrived today and thankfully it actually made it because it was in the SAME FLIMSY PACKAGING. Ridiculous to keep sending it in something not secure enough to hold the heavy plaque in place.

Once again, Pottery Barn is living up to its reputation. I ordered a diningroom set that was a little under $10,000.00 last June. It was the worst furniturebuying experience I ever had. Lies after lies and terrible customer service. Their delivery department is a joke. But …. Finally got the whole set delivered and, believe me, the furniture quality, especially the upholstered furniture has drastically gone down in quality.
Since I charged the furniture, I had credits that I could use towards other purchases. What a joke, I ordered an area rug that was supposed to be delivered in March. Then, without notification, that was pushed to April 3. Today, I checked again, now it's been pushed to April 16. Again, no notification. DO NOT BUY ANYTHING FROM THIS COMPANY. YOU WILL REGRET IT. TERRIBLE CUSTOMER SERVICE, TERRIBLE WORKMANSHIP. GO TO ANY OTHER FURNITURE COMPANY, YOU WILL BE MUCH HAPPIER. I would give zero stars but, no surprising, Pottery Barn makes you give a star in order to get your message out there to the public

I bought a chandelier from their website. It shipped and everything was fine. The next day, the same unit went out sale for a cheaper price. I called customer service, and they told me that they could not price match the item once it shipped. I asked to speak to a manager and they told me my only recourse was to bring the item into a store and return it and rebuy it a the new purchase price. That seems like an awful lot of energy, time, and gas to be expended for what is typically an easy remedy for almost any other online retailer. I have bought multiple light fixtures and other furniture from this store and I will no longer be a customer.

Had ordered the Livingston bedroom furniture set and the dresser and bed frame were delivered damaged. The delivery team also damaged our new wood flooring, leaving a chunk of wood missing. Customer service was extremely difficult to contact regarding this matter. They have not been helpful with addressing the damaged furniture or wood flooring. I would suggest not ordering from Pottery Barn, and I certainly will not be ordering from this company again.

For a high end furniture company, this retailer acts like a cheap rip off company. All of their estimated delivery dates are false. Not only that, I paid thousands of dollars for a rug that never arrived (claimed it got lost in transit or some weird story), but they did refund my money for that. Now I'm told an outdoor table I ordered won't arrive till September. Kind of defeats the purpose of having a table to eat on all summer long. I've spent alot of money with Pottery Barn but I'm fed up, no more.

It's been four months going onto five since I placed my order, and I still have not received my half of my orders. When I messaged to inquire about why my order keeps getting delayed, the response I received was simply 'sorry for the delay. Oops'. No mentioned of looking into what the problem is or prioritizing my order.

Pottery Barn customer service has hung up on me many times, they do not have any regard for the customer. I have a backordered, large furniture order. I understand that can not be helped, however Pottery Barn keep charging me for furniture that is not even scheduled to be delivered. I have spoke to customer service in Nov and they refunded the first charge. Now I have 3 more large charges on my credit card and no one will even take my call. VERY POOR CUSTOMER SERVICE

I ordered a twin sleeper sofa in September. I was told then that because of Covid and things being backed up, I wouldn't get it until the end of December. Around the first of March, 6 MONTHS later, the tracking website finally showed it had arrived in town. A couple days later, I got a call from the store telling me they could not locate it and I would need to reorder. I told them to forget it and requested an immediately refund. It's now been 2 days and I still have not received a refund.

I just made an 10 thousand dollar order. They promised me delivery for 2 weeks. After paying for the items they emailed me back saying the items are no longer available and will take 3 months to deliver. I don't appreciate sneaky business tactics. Pottery Barn advertises items on their website that are not available or in stock and should warn customers before purchasing!

Do yourself a favor, save a lot of time, frustrations and shop elsewhere. This company couldn't care less about their customers. If you want to spend a lot of money, wait months and months, and end up with damaged furniture go ahead and make a purchase with PB. Horrible company to deal with.