Pottery BarnReviews 573

I closed my PB credit card. There is something shady when a high end store doesn't allow reviews. Boo

I ordered a kitchen table from pottery barn on May 5 before i paid they said delivery would take 6 weeks, min. After i paid i got an email stating it was on back order. After i paid. It finally comes in for delivery on the 18th. Well they forgot to deliver the table. It finally came today 2 hrs before their delivery time that they set. The delivery drive tells the boxes are all tore up so i look & the marble table top is shaded all over. I call pottery barn to replace the table & they have them in stock great. But guess what they cant replace it until oct. I tell how redic. That is so, the rep. Tell me theres nothing anyone can do. If your not happy i can refund your money. The just couldnt care less.

I ordered a $1000 linen cabinet and a $700 desk. When they were delivered, the cabinet had peeling, bubbling and cracked paint on the shelves and the inside. The desk had splintering wood coming off the sides. I contacted customer service and they ordered a replacement for delivery. The delivery came, and the pieces that they were being replaced with were in worse condition than the original ones I received. For such expensive pieces you'd think the quality was there.

Can't even begin to explain all that went wrong in the scheduling and delivering of my nursery furniture items. Items that we spoke about scheduling on the same date were not actually scheduled, items not making it on the truck, delivery to the wrong address, the list goes on. I'm excited for these pieces and in general love pottery barn furniture. My in-store experience was fantastic. But I'd think twice about buying from them ever again after this and definitely won't be recommending them to others.

It's appalling that Pottery Barn is considered an upper tier furniture company. Their customer service is absolutely horrendous. My sofa/bed was installed incorrectly and I emailed their customer service and called them over 5 times for 2 weeks. They kept saying they have put out a request to a third party to come check the installation. 3 weeks in, no one came and no update. I finally begged the agent to re-route me directly to their third party and the third party said there was never a case or request made for an inspection! Pottery Barn never even filed a case! In the end I had to get a hotel booked for my guests because they couldn't sleep on the broken sofa bed. I'm still waiting to hear back or get any compensation from Pottery Barn! Extremely disappointing for a purchase of over $2K.

I am beyond disappointed with the service here. Do you know I ordered my daughters loft bed in May It is nearing the end of July and I STILL do not have it. The delivery guys came TWICE. And both times my order was wrong or the parts were broken! What is going on over there? Your customer service department is not equipped to handle the matters they send emails off to who? I don't know, I'm supposed to be waiting for a call that never happens! You have $6000 of my money and I have no furniture. I CAN PROMISE YOU! THIS WILL NEVER HAPPEN AGAIN! EVERRR

We ordered Outdoor Furniture on May 12th -"they had our almost $4,000 and after broken promises it wasn't even available for July 4th! Now why would someone want their furniture so late! It turns out the couch wasn't available - so they have our money and they are false advertising a couch that they really had no right to take our money and lie to us and hold onto our money for so long! I know why they are using our money to buy more furniture from China! Criminals - should be shut down!

I ordered a table which was not delivered until 6 months later. Every time I checked the delivery date, it kept extending it to another month. And then, another month again. AND AGAIN. Finally, 6 months later, when the table arrived, the top piece of the table was damaged. There was a number marking and a few places with wood damage. So we asked to get a new top. Waited another 2 months. Finally, when this new top came, there was ANOTHER problem with this top which had a pink stain on the end of the table. This was so disappointing. Especially after waiting so long. The delivery guy and I even tried removing the stain with rubbing alcohol but nothing was working. It seems like the stain is underneath the polish. You can definitely see the stain when you look closely. It looks like a kid had some wet marker on their fingers and placed their hand on the table, leaving marker residue. I really am just over this and don't want to wait another few months for a new one, AGAIN. So I told the delivery guy to just install it and will try to figure out how to get this stain out myself. Might have to sand off the polish and clean up the wood and re-polish it myself. But I shouldn't even have to do this!

I don't understand. Do they not check the quality of the items before shipping them out? Why would they even box up damaged products? Even if it's minor, don't box it up and send a good one! People are paying a lot of money and waiting a long time for their items. It is not fair when we're waiting MONTHS for our furniture, only to be damaged. Will never order from them again. They really got to get it together.

After delayed for almost 2 months, today we finally received Zoe Counter Stools from PotteryBarn... This is what happened... I started to install 2 chairs, and both of them are defective products... a) the screw size doesn't fit the hole at all... b) both of the chairs are missing 4 L-type gaskets... The only suggestion that I would provide is, Never & Ever buy anything from PotteryBarn, if you don't want to pay for garbages with months on delivery.

Ordered white glove. Said was available. 5 weeks for deliver. Came without hardware. None available. Ordered another set. No clue when that comes. Hope to refund the one unassembled that is lying on the floor. Grandkids just sleep on mattresses on the floor

I paid $350 for delivery of 5 items, I received 4 of the 5. I had to make several calls for Pottery Barn's mistake and after a month a customer service rep placed a new order. Then I got a notification at 4pm that they would be delivering the next next day but I wasn't available. The delivery service never contacted after that to schedule when I was available. Impossible. If you can't take what you're buying from Pottery Barn, don't buy it. Their delivery service vendors don't care and it wasn't a cheap delivery, $350 isn't cheap in my world. I paid for the product in February and it's the end of June. I was able to get a refund but the time I spent jumping through hoops was a nightmare and I would not want that experience again. Dealing with Pottery Barn was frustrating and time consuming plus they only delivered 80% of my order.

Our terrible experience with pottery barn started several months ago when we ordered two large shelves from them. When the order arrived, we received one shelf and one very large outdoor lounge chair cushion. I called them because they shipped us an entirely incorrect item, rather than the second shelf. They said they would ship out the correct shelf to us. We wait weeks and nothing arrives. We call customer service again and they say they wont ship the shelf until we ship back the large outdoor lounge cushion. I told them it is a very large box, and I'm unable to transport it to a shipping facility. The agent was extremely rude and basically told me to figure it out. I was very upset because this was THEIR mistake. They shipped the completely incorrect item to me, they should be rectifying it rather than holding my correct purchase hostage until I correct their mistake. Fast forward several months and we decide to order an outdoor dining table and chairs from them (I should have learned my lesson the first time). We specifically filtered on their site by "In stock and ready to ship" because we wanted the items in time for my daughters 1st birthday party. Well, every time we check, the delivery date keeps getting pushed out. We're now at the point where the delivery date is ~3 months after it originally said it would be delivered. We call customer service and they say they'll expedite what they can. Yesterday, we receive the cushion covers to the chairs (still no actual furniture) and the covers are the wrong color, they are not the color we ordered. We are just extremely frustrated with Pottery Barn. For how expensive their products are, I'd expect stellar delivery and customer experience. We recently ordered a dining room table from Restoration Hardware and had a very positive experience with them. We will be cancelled our order with Pottery Barn and going through RH for all our furniture needs in the future.

It will now be a total of 9.5 weeks until we get the rug we ordered! THEY SUCK! Never ever again!

I have been trying to reach a supervisor over the last week. I placed an order at the beginning of June because I needed to replace a torn duvet cover before company came. I was told it would be delivered around the middle of June, and now I've been told it will be delivered the end of July. This is absolutely unacceptable. They charge quite a bit for their products, and I thought they were a reputable company. But now I've researched them online and found out that that's not the case at all. They tell you that supervisors are available, and that they will have one reach out to you within 72 hours. But that's not the case.

They also have fraudulent advertising.

**** 4 Stars for Aubrey Entertainment Center.
**2 Stars for Outdoor Torrey Wicker Sofa
Took 4 mos. To get AUBREY BOOKCASE after several scheduled deliveries and NO SHOWS due to "glitches" w/ their computer/warehouse/delivery systems. Then it was defective and took another 4 months of NO SHOWS etc. to get it fixed properly. But we do love the look and quality is decent for the price compared to a custom built cabinet.
Bought the Pottery Barn TORREY WICKER furniture a few months ago - 2 grand sofas + 2 club chairs. Kept covered on our deck while we finished our house remodel. Uncovered it after 6 months of hardly any use, and one of the Torrey sofas had at least 9 BROKEN PIECES that were not there before. The other 3 pieces are OK, so clearly this 1 sofa was brittle to begin with?! Even though we kept them covered with expensive CUSTOM covers, PB, Williams-Sonoma B2B team said they will NOT honor the warranty because we didn't cover them with PB covers AND we didn't put the furniture indoors during the winter! WTH! That is ridiculous, I live in California and we don't have "inclement" weather as they said. BOTTOM LINE: our Torrey Wicker Sofa lasted a few months before deteriorating, even though it was covered when not in use. I love the look, but devastated by their lack of customer service on this issue and voiding a warranty on furniture under 6 months old.

My wife bought an outdoor coffee table and side table. Wood on side table damaged in two places. Had to talk with three people at Pottery Barn to arrange replacement and pick up of damaged one (which we had already assembled). As the second person was taking over 15 minutes, I asked the second person if I could talk to a supervisor and was told Pottery Barn has no telephone supervisors. She kept apologizing for how long the call was taking, before transferring me to a third person to arrange delivery. The telephone connection to the third person - who was supposed to arrange for the delivery - was so poor that I could not understand a word she was saying, although she could hear me. She sounded like in an echo chamber. I asked her to call me back, but was disconnected - after being on the phone for 40 minutes!

Called back a second time and was told the original person I was dealing with mishandled the original call. Spent another 30 minutes on the phone with a fourth person to arrange for a replacement/pick up of new side table.

And my original shipping charges for these two pieces was over $130! Poor quality piece of merchandise and totally inefficient customer service. Hope the new one arrives when promised. Unlikely we will order from Pottery Barn again.

Pottery Barn is ridiculously expensive for the worst customer service I've ever dealt with. I don't usually write reviews and tend to give people the benefit of the doubt, but this is another level of bad business. Their furniture white glove delivery service is a mess. Among the many problems including delivering damaged pieces (twice), running out of time to deliver in a day, not ringing the doorbell to tell us they arrived, not having enough movers to lift a piece of furniture, etc. I had to schedule and reschedule for delivery 8 times. That is 8 Saturdays sitting around for a window of time that they deliver.
When calling customer service to be compensated for this, they kept telling me I had to wait until the order was complete, so I did. For an order that was made in November, the order was finally complete in May... after 8 delivery attempts! I figured I could finally call and be compensated for this fiasco, but nope... the customer service was also awful to deal with as well.
I had to sit on the phone for hours asking for compensation after being told no over and over again. Finally, they said their policy was to get 10% for delivery inconveniences. They agreed to the reimbursement to my card. I check my card a week or so later and they didn't give 10% on the full order! Only on two of the four pieces even though every piece had an issue. Not to mention, just give the 10% on the whole order because your customer is so unhappy with the service! I call back and am on my phone for another hour. Now they give me 10% on one more piece, but not the fourth item. Make it make sense.
Their stuff is beautiful, but they are a terrible company to work with and after I complete my silverware set, I will never buy another item from this store.
OH! One more thing. If you have a registry with them and a friend or family member buys you a gift that is no longer in stock, they won't tell you about it. They will just take their money and if you don't check to see that someone bought the item but you never got it, they won't notify you about it. I think that is called stealing.

Purchased a wood outdoor dining table and chairs from PB. After one season the table started to warp. PB refused to repair or replace it claiming it was our fault that we left this outdoor table outdoors exposed to the elements because we allowed it to get wet in the rain and other ridiculous excuses not to stand behind their product. Worst customer service and attitude. Would not buy from them ever again.

I began my interactions with PB early May and spent just under $600.00 on 2 outdoor planters. Upon delivery, 1 of the planters was defective. After considerable interaction with PB customer servicer (pretty uniformed and unhelpful!- except 1 individual who actually followed up), they agreed to send a 2nd one to replace the defective one. Much to my chagrin, the 2nd one was also defective but admittedly less so than the first one. I made arrangements (after innumerable calls) to receive another replacement with the understanding that, if they were not able to provide the exact same planter, i would consider keeping the defective one with some price accomodation--and therefore I would hold on to it until I received a (3rd) replacement... the customer service agent confirmed this manaer of proceeding was fine- then they cancelled the replacement (this is 2nd time they did this) and after over 1 hour on the phone, I was told i must return the defective one 1st--i explained (AGAIN) that i needed 2 of the same --- and might accept the defective one if it turned out hey couldn't give me a proper one-- the left hand there does not know what the right hand is doing and the mangers seems to have no understanding of the hassle -- they seem not frankly not give a damn...anyway, i wish i had read other PB reviews before purchasing these planters-----I see PB doesnt respond to reviews- this confirms to me they couldn't care less-once they've got your $

Two months after ordering a table, bench and chairs I found out, only because I called, items had not been sent to warehouse for delivery. In fact, two out of three not available at all. No one contacted me! Awful!