Pottery BarnReviews 573

I'm actually shocked at the poor quality service this "high end" company has! I placed an order and immediately remembered a coupon I had gotten in my email. Called them within 5 minutes and asked to cancel the order so I could use my coupon (and would probably spend more because of it). Was told they couldn't cancel it because it had already been processed and sent to shipping...? I thought that made zero sense since I had JUST placed it, but went ahead and asked if she could just apply my coupon for me, then. She said we could try and then proceeded to hang up on me. My husband then called and was told that we should watch the website and when it said "shipping" we could call back and they could cancel it then...? Again, he said that literally made no sense, but they gave us no other option. Called back about 30 min later and then was told that they couldn't do anything because it was already shipping...!? As my husband was trying to tell them that's exactly what he had said to the other person, and ask if they could just apply my coupon, they proceeded to hang up on him again. Pretty frustrating to not receive any help in this situation, from a company that I have enjoyed and purchased from for many years.

The overall customer service at Pottery Barn is HORRIBLE. The worst! I have spent over $******* at this store in the last 2 months, and when ordering curtains they did not give me enough hooks to hang the curtains (the hooks COME with the curtains, they are not an extra purchase) I had to call 4 times, no one could help me, I wrote a customer service email explaining situation and concern, I never got a response. All I got was an email notification with an order showing a quantity of 2 of the hooks, I needed 12 of the hooks, so I still will not be able to hang my curtains, AND those two hooks are expected to be here in 9 weeks! They should have been sending them via overnight and apologizing for the situation. Instead I have to search other stores and sites to find a hook that will work to hang these things! What a waste! I never want to purchase anything from here ever again!

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

Purchased PB slipcovered sofa, loveseat and an ottoman. The skirts were too long and hung over the floor, the fabric on the armrest was way to roomy, and even the rectangular seat and back cushions had wrinkles in them. The last photo is of a rectangular ottoman (not a slipcover) which should have been an easy upholstery job. Even that piece has wrinkles in the fabric. The set in the store didn't look like this at all nor does the couch on the website looks like this. Very disappointed and sent it all back. We purchased this because of the green quality, low emission. Felt bad because this set may now end up at the dump. Not a green company. Shoddy workmanship.

We bought a James Leather Recliner about two years ago for about $2000. It took 6 months for us to get the chair. Within 6 months after receiving the chair, the leather on the bottom cushion rubbed against metal and developed a hole. We sent pictures to the store and they did not follow up. Now after 2 years, the leather on the arm is wearing out. This is a terrible piece of expensive furniture. We will never buy from PB again. BEWARE!

I purchased a York sofa and loveseat less than a year ago. I constantly have feathers poking out of the pillows. I open the casing and feathers were everywhere. They replaced them once. Now the second set is doing the same thing and was told this is normal. My fabric is balling up and is now scratchy. Again was told this is normal wear and tear. Please, if your considering purchasing from Pottery Barn, don't. It's not worth the money.

Don't order from here if you actually want your order delivered to you in the actual 3 "estimated date of delivery" e-mails they will send you nor the 6-12 weeks they claim takes for production (I waited 16 weeks). Don't order from here if you want the ACTUAL item you ordered to be delivered.

I purchased the customizable Sullivan Deep Seat Sofa with ottoman on Labor Day weekend (last week of August 2019). The first estimated delivery was Oct-Nov. Then an e-mail sent with a delayed delivery date of Nov-early Dec. No follow up until I e-mailed that finally said new delivery would be end of December. When I received the sofa on Dec 20 the ottoman was incorrect. I placed the order for what I thought was the deep seat slipcovered ottoman with an associate (the confirmation e-mail showed the correct photo attached to the incorrect item name that I was unaware of at the time) but received the deep seat sectional ottoman. [However, I was told in store that the corners would be all squared off like how I wanted even when I looked online and saw the photo on the website did not match and inquired about it when I placed the order!] When I reached out to customer service they pointed out the error in the image to the item name and did an order replacement for the correct item. I received another confirmation e-mail showing the correct item with delivery date of Feb-Mar. Today I receive the delivery and it is the same damn incorrect ottoman. I waited another 3 months to get delivered the incorrect ottoman for the SECOND time. For an order originally placed in August.

Aside from my initial encounter with the associate at the Pottery Barn store and the guys that deliver the furniture this company is a joke. You spend a couple grand at this place and this is the service you receive. Their "rush delivery" on this next go around will probably take another 3 months.

Customer service on the first e-mail when I complained about delay in delivery AND wrong item said they would compensate after the item is successfully delivered and everything is considered. Please read this damn review and tell me what else are you considering? I don't think there's a debate on how $#*!ty this order was processed.

I bought a beautiful couch from Potterybarn on sale and opened a Potter Barn Credit card so that I could get the rewards and cash back. I almost $500 worth of rewards and they expired within 6 months. I called the customer service and stayed on the phone for 15 minutes waiting to talk with a supervisor. She said there was nothing that she could do to help me. I will never never do business with Pottery Barn again. This is bad business. They don't care about their customers. They only want your money. Do not do business with them.

We bought an empty home that needed to be completely furnished.
We bought from Arhaus(zero problems,) and Pottery Barn. We did it all online.
Our Pottery Barn order disappeared when we went back to check on delivery dates. A 2 hour phone call later, and it was all reorderd because they couldn't find it in their system. We had printed out our order so knew all the items and prices. Thought we had it all taken care of. Nope, they were sending it ALL to an old address! We had told them over and over what our address is. It was on all of the orders we'd placed.
Turns out they double shipped and double charged us for every thing! God save us all. Back to the phone. Three dropped calls later and we were starting to lose it.
Finally got someone on the line that had their $#*! together. Oh except for one huge detail. They sent us instore credit cards instead of returning money to our credit card. Oh hell NO! Back to another hour long phone call.
PB's shipping, and accounting departments are a train wreck. Please do yourself a favor and don't order anything online from them. I can't even imagine the hell i'd go through if I have to return any of this stuff.

I bought the Fillmore Stair Loft Bed & Lower Bed Set for my grandchildren. It took six deliveries to get it right. The first delivery, the product was damaged. The second delivery, the new product was poorly made with defects. The third delivery, the lower bed was ok but the top part was not complete. My 3-year-old granddaughter's room was stacked with extra pieces, awaiting the proper parts. The fourth time, the wrong parts were delivered. Our storage shed was filled with extra parts. The fifth time, the time for delivery was not the same for the delivery service as the time we were given. Finally, by the sixth delivery, the bed could be assembled.
We called Pottery Barn support frequently. We asked that a manager return our calls, and were promised that someone would call us back. No one ever called us back. I received a partial refund but felt Pottery Barn should return my entire payment.
I will never buy anything again from Pottery Barn. Beware of placing any orders with them. Customer Service is terrible.

There was not an option to rate zero stars or else I would have. Pottery Barn customer service is beyond awful. It is hardly service. It is complete pathetic! I placed an order on December 2. When I placed the order the website indicated that my merchandise would be delivered between December 9-23. That was perfect since I was ordering Christmas presents! I called PB on December 12 and 18 to make sure that the products were still on schedule for delivery. I did not find out that I would not be receiving my merchandise on time until December 24th! So much for Christmas presents. I called customer "service" several times. Spent almost 3 hours on the phone with them on Christmas Eve! I asked to speak to a manager or supervisor and after waiting on hold for 45 minutes was told that my situation was not bad enough to be connected to a supervisor or manager! Absolutely awful! Now my 12 year old will not have his "big" gift this Christmas! Thanks PB for ruining my Christmas and my sons!