Pottery BarnReviews 573

I ordered a $1,200 (when including the ridiculously substandard shipping) rug from Pottery Barn.

Pottery Barn claims that the rug was delivered and left on the sidewalk in front of my home in Baltimore City! I was at home all day on the alleged date of delivery and there was not so much as a knock on my door.

I guess leaving expensive items on a heavily trafficked sidewalk without knocking on the door of the delivery address is standard practice for Pottery Barn and their delivery partners because they refuse to replace the rug or issue a refund. POTTERY BARN WILL RIP YOU OFF. DO NOT DO BUSINESS WITH THEM.

After calling multiple times about a missing order placed in November, I was told I hadn't paid for my items. (Which was not true) Once the "hold" was resolved after 4 months of waiting, the chairs arrived a few days later and didn't even make it through one meal.

It has been 41/2 months and I have not gotten my order from this place! They take your money but you do not get what you ordered! They placed a delivery date and I took off work. That day of the delivery I get a email saying it was returned? Then another date was placed! I take off another day of work. NO DELIVERY! They will give you some BS on COVID or something else! It is like you got robbed! No new delivery date on my order still! They will send another BS email or write on this saying SO SORRY! WE WILL GET ON IT AS SOON AS WE CAN!?!?!? So I have to take off another day of work and you can not do this with the way things are now! Look at all these people not getting what they ordered! SOMEONE NEEDS TO GET FIRED THAT IS HANDLING THIS! Or this is the way Pottery Barn treats their customers! Never in my life have I been treated so bad ordering online! THIS PLACE IS A CROOKED PLACE! You don't post something on line for sale and don't have the product you are selling! I WILL BE WRITING THE BETTER BUSINESS BUREAU ON THIS AND WHO AND HOW I WAS TREATED! ""((( IF YOU ARE WRITING ABOUT HOW BAD YOU HAVE BEEN TREATED AND NOT GETTING WHAT YOU ORDERED?!?!))"" I advise you to do the same! Stop this scam and taken your money and not getting what you ordered and given some BS on their mess up! PEOPLE NEED TO BE FIRED AND GET IT RIGHT!

I am currently on the phone with customer service for the 4th or 5th time TODAY trying to get an update on an order placed in November 2020. The expected delivery time frame was 5 weeks at the time of order; it's been three months. Delivery window has been pushed 3 times since, and each time I call I'm told that it's being delivered by an outsourced hub, my order is sitting at a warehouse, and there is nothing they can do about it until that hub calls to schedule delivery. My call is never answered when I am transferred to (or I call the number I was given for) the hub. They should take some responsibility for a) the reliability of their local delivery service, b) the delivery estimates they post/provide and c)how and when they are willing to compensate their customers for their failures. The bottom line is that I would have ordered another product if I had know it was going to take this long. Customer service is a complete joke. Will never order furniture from PB again.

I have had a horrifying experience with Pottery Barn Kids, I ordered a chair and ottoman in October which was promised for delivery in December. Despite my attempt to cancel the order upon the first notification of delay, they refused. At the time I ordered it, they charged me in full for the two items. After delaying the order again, they charged me again for the items. Not only have I paid twice, but I haven't received any merchandise and it is now February. I am beyond disgust and see my only options as filing a lawsuit against them.

Zero stars. Waste of time. I purchased a bed in August of 2020. After months of date push backs, frustration and useless calls to Pottery Barn Customer Service I was told today- February 2,2021 that the bed was "over sold" and will "never be coming". They took zero accountability for this poor experience and offered me nothing more than help finding an in-stock item. How absolutely disappointing. I could have been saved months of waiting for my perfect item if one of the several people who I have spoken to since October said this to me. They strung me a long and blamed it on covid and were insincerely apologetic when I lost my temper. Do your homework before shopping here. Apparently, I bought a third party item that had been over sold and they not only let me buy it instead of saying it was out of stock, but they let me call for months and wait around like a fool and never tried to make it up in any way.

I have been a loyal customer to PB for years, making regular large and small purchases, and have always considered their customer service standards to be very high- until recently. I ordered a sofa from the in August 2019, and subsequently received email after email pushing back potential delivery date. After 3 months I started to become annoyed with the situation and called customer service. Each month when I called (we made it to almost 6 months total post-ordering!) I was told the same thing..."we are waiting for one piece of the sofa to come in, sorry"..."I'll send an email to our shipping carrier and follow up personally on the matter." I NEVER heard back from a single customer service agent in follow-up as promised. Finally, again after nearly 6 months of waiting for my sofa and having just received a fresh email stating another 3-4 week delay in potential delivery, I made yet another call to customer service. This time I requested immediately to speak with a supervisor- after waiting nearly 40 minutes to speak with a 'lead', he comes on the line with an attitude towards me and says the same thing I have been told for the last 3 months ("I'll send an email to the shipping dept, that's all I can do")... offering no assistance, apology, or solution to the problem. When I responded with an understandably frustrated tone, stating that I wanted to cancel the order due to this unacceptable level of customer service and that I would like an email with written proof of him stating that I would get a refund 'once the other part got to the shipping warehouse" (sorry, at this point I had no faith in this team of cust service reps and wanted written proof)... but rather than James taking the 10 seconds to send me the requested email, I was told that I was "not giving him incentive " to send me said email! I have no words.
I will never again make a purchase from this company, out of principal at this point. It seems customer service is dead, and I for one am choosing small over big and WILL find a company that cares about it's customers again. Save yourself the hassle and find a different company yourself.

I never write bad reviews, ever. However, desperate times call for desperate measures. In July my bed broke and after a while of searching for a replacement online, I found a bed on Pottery Barn that I liked. I placed the order in August and the estimated arrival was October, which already seemed pretty far away. Finally, after months of waiting, October rolled around, and still no bed. We tracked the order, and it said it would arrive the next month. So, we waited and when November came, there was still no bed. This has been the same story every month, and every time we talk to the customer service they tell us "it will arrive next week". I have been sleeping on the floor for half a year, and they have already charged my card for a bed that hasn't arrived. I understand that Covid interferes with this, but a friend of mine ordered a bed from a different company 3 weeks ago and his arrived yesterday. Angry doesn't even cover what I am feeling right now, and believe me I will not shop here again.

I ordered about $4,000 worth of furniture and decor items and selected the option that tells PB to deliver them as they come in, and NOT to wait until all of the items were at the delivery center to deliver to my home.

They did the opposite, of course, and all of the items that i ordered that were supposed to be here before Thanksgiving are not here, and half of them are now supposedly backordered. In 2020, most every company has software that controls and tracks inventory in real time. Have they not heard of this?

When I called, I got a somewhat stern woman who basically told me to go pound sand. She told me that even though some of my items were sitting in the Delivery Center, they couldn't be released to me because they were "awaiting other items". When I explained to her that I had chosen the option to have the items delivered individually, I was told that they couldn't meet that requirement, and that there was nothing she could do about it. Go pound sand. Right?

So I scheduled a date of 2nd December for my delivery. Well, it's 2nd December, and I have zero of the items I was missing at the time. So I guess that date's out, as well. Of course, zero communication on their part. Nothing. No notification that they're not going to be bringing anything. Go pound sand?

So, I just called. I didn't want to be rude to the nice young lady with the nice accent on the phone, so I asked to speak to a supervisor, who asked the nice young lady with the nice accent to tell me that she was not available for phone calls. Horse-puckey. What kind of supervisor doesn't have access to a phone? Is she working in a parking lot in Kandahar?

The way NOT to do business is to tell someone that you have it, then give them options regarding shipping and delivery that you never intend to meet.

This is the last money we will spend with Pottery Barn. Ever. A smattering of my purchases are posted below so that you will know that my review is real.

I ordered two 9x12 area rugs on Sept 7 that were "in stock and ready to be delivered (and was told this by the store.) After four delivery windows missed, these rugs are missing. They were last on a truck over a month ago coming from New Jersey although supposedly one was found and was set up for delivery today (Nov 24) which I rushed home for. They didn't show in the delivery window and I am told this one is also lost now again. I have called Pottery Barn dozens of times and no one ever follows up or calls me back when they say they will. In addition, now my order link is now saying that these rugs have been delivered which they have not (and the delivery company backs that up.) Something is very wrong at Pottery Barn— they have no ability to track their products, let alone misleading customers by saying things are "in stock and ready to be delivered" so that they pay for expensive items and never deliver them.

I wish I could give zero stars. Please DO NOT order furniture from Pottery Barn. Do not be fooled by the familiar name. I now understand why Pottery Barn does not seem to have reviews on their website.

Pottery Barn will take advantage of you and string you along for months. The same thing happened to all my friends - they were also baited and switched in terms of delivery expectations, not by weeks but by months. And pottery barn will not let you cancel the order. They consistently do this to people.

I'm not easily frustrated, but I've never dealt with such a scummy slimy company as Pottery Barn. I've been waiting for 4 months for a piece of furniture and Pottery Barn has now lied to me multiple times about new delivery dates that they cannot meet. This is the most horrible way I've seen a company do business and I've never seen such unacceptable customer service.

I will never order from pottery barn again. I would've ordered from another site if pottery barn was honest about the delivery. I had an excellent experience with other furniture companies during the same timeframe. Pottery Barn is untrustworthy and has been wasting my time.

Please use your power as a consumer, you do not deserve to get taken advantage of and treated poorly. Companies like pottery barn do not deserve your money, and don't deserve to be in business! You won't get your furniture until the next year

With the expectation that receiving our 5 piece living room furniture would come within 4-6 weeks as stated on receipt and from sales rep, I am furious that I'm still waiting on two pieces. PB continuously pushed back the estimated delivery dates too many times to count, without any notice, on every single item I purchased. It soon became clear we made a horrible choice choosing PB.
We purchased in July hoping to have a brand new family room for Thanksgiving guests. Now I've discovered that two arm chairs won't be here until mid-December! This is completely unacceptable. Because everything has custom fabric I can't cancel or get a refund on this large purchase. Had I'd known PB was going to string me along for 4-5 months I NEVER would have shopped here. So over-rated. Ugh!
After complaining 3x for about 2 hours on the phone each time, they took 20% off the total and assured me the armchairs would arrive before Thanksgiving.
Uh, that ain't happening now! Where is my family supposed to sit? And in a half furnished room? How embarrassing. Maybe they could loan me a couple upholstered arm chairs until mine come in? It's the least they could do, rt? Or, just give me the chairs for free for being so completely unprofessional, unreliable and dishonest. This whole experience had been ridiculous and frustrating, to say the least.

I ordered the furniture for our baby's nursery in August (and expecting our baby in January). I assumed 6 months was sufficient since the items said online they would be delivered in October. Well, once the ship date came, they sent an email pushing it another 4 weeks, and then they pushed the days again TO DECEMBER! WITHOUT NOTIFYING ME AT ALL. They just quietly change it on their page and don't even send you an email. It's awful that they sell nursery items that are backordered 6+ months without notice and mislead you to think you'll only wait 3-4 2-3 weeks. This company is a fraud. Obviously people putting together a nursery have a deadline since A BABY IS COMING! Yet, they do not care. And good luck contacting customer service as they are useless and will simply tell you it's the "Supplier".

They don't care about their customers and totally don't listen. Called to talk to someone and was put on hold numerous times and received not satisfaction... Terrible

I am reviewing the Comfort Square Arm slip covered sofa. This coach ranges from about 1500-3500$ depending on size and fabric. Utter garbage sofa. The frame of the sofa itself is made of strand board that is fragile and breaks easily. The foam padding is flimsy and doesn't even stay put. One year later and if you rest your arm on the arm rest you can feel the wood frame because the padding has shifted. Finally the cushions themselves are incredibly cheap and compress quickly and do not keep shape. The only positive thing i can say about this sofa is the design itself. I love the square arm and the deeper seats and the width was perfect for my narrow living room. If I could go back I would not buy this couch though. It won't last and I don't have the kind of money where I can just buy a new couch every couple of years. So disappointed. PB couches used to be decent quality.

Do not buy this pile of garbage chair. It is over $500 and lasted less than 1 year. The construction is very substandard. It would be okay for a $99 chair that you trash after a year, but the list price is $800! The welds on the steel between the base and the seat were incorrectly and incompetently done and the piece failed within one year due to the substandard construction and use of substandard materials. Pottery Barn's response? Sorry it is unusable, but the warranty was 6 months. Please recycle it rather than placing it in the dumpster. Would you like 10% off another chair from us?

Many years ago I used to love Pottery Barn but they've gone SO downhill since being owned by Williams Sonoma. I ordered 4 items for my son going off to college in a month. Nowhere while ordering did it say "on back-order" or "delivery date in 2 months for this item". Only a week after ordering do I get a message that 2 items are coming, one is on back-order for a month and the 4th has a delivery date for TWO MONTHS. Who orders a set of sheets if they know it will take TWO MONTHS to be delivered? If the website had mentioned that it's on backorder or delivery is slowed, I would have simply picked something else and moved on. So easy... but NOT at Pottery Barn.

It gets worse! You can't cancel the order online so you have to call Pottery Barn Customer Service, which is as bad as calling Comcast Customer Service. The person assures me she has canceled the two remaining items. But guess what? Three weeks later I get an email "Your order is on the way". Seriously?! So I have to call customer service again! (Another 30 minutes of my life that I'll never get back.) The previous women only canceled one of the items AFTER WE HAD A 45 MINUTE CANCELLATION CONVERSATION. And she assured me that for certain the remaining items were canceled and bleh, bleh, bleh. OMG! Seriously? The incompetence is mind boggling! So there is nothing they can do now and I will have to return the item when it comes. Pottery Barn hasn't left the 1990s! Their website, technology, training and personnel are HORRIBLE. It's not worth it. I'll never order from them again. The quality isn't what it used to be and the experience is just not worth it.