Pottery BarnReviews 573

Just wondering how my package was in Ontario (2 hours away from me) on Apr 4th and now it's in Edmonton Alberta on Apr 10th and supposed to be delivered to me today back to Ontario? What a joke and my gut tells me if and when I receive my package the contents will be broken. Lesson learned, I'll stick with Amazon from now on. Rating is a 1 as I couldn't select a 0.

I ordered a media console in November 2022. It was to be delivered before Christmas 2022. The night before it was to be delivered I received a call from Ryder last mile informing me the driver had called in sick and the delivery would need to be rescheduled. Ryder rescheduled for delivery Jan 2023. On my delivery date a delivery wasn't made causing me to have to call around to Ryder and Pottery Barn inquiring about my item. Ryder blamed pottery barn and pottery barn blamed Ryder for losing my item. My next delivery window was scheduled for February 2023. Ryder showed up and the delivery drivers attempted to assemble my item in fro t of my house. After some time they informed me that the item was missing the necessary hardware to complete the job and left. I had to wait 24 hours before reaching out to pottery barn so the incident would be in their system. A new delivery date was scheduled for March 2023. In March the delivery team from Ryder showed up and began assembling the item. Early on they noticed a lot of damage to my item and contacted their supervisor. Long story short I didn't receive my item and after some back and forth w/ pottery barn and Ryder a new delivery date was set for April 2023. On the day of my delivery in April 2023 the Ryder delivery team arrived 2 hours late and were in front of my house assembling the item until the sun went down. I am grateful to the delivery drivers who assembled my item I just didn't feel the job was professional enough to warrant my $159 'white glove' delivery fee. After a couple days I reached out to pottery barn regarding compensation for all I had been thru. They wanted to give me 15% off which was less then the delivery fee. I objected and they said they could give me a 20% discount. It's not about the money for me it's about them doing the right thing and they are more concerned w/ doing the bare minimum. They have lost a customer in me.

This company is a joke they price gouge you on shipping, only to constantly delay your orders giving you zero information. Zero updates. Just multiple delivery delays for MONTHS on end. When you call for customer service, they leave you on hold only to disconnect your call. Offer ZERO compensation for the snail paced delivery after multiple shipping delays, and when I asked for a refund they said I would loose the $400 dollars spent on shipping for items that have been delayed for months and that I have never received! Delays on your deliveries happen time and time again, even when you're paying hundreds of dollars in shipping for what they called "white glove" delivery. This company is terrible, and anyone who buys from them is wasting your money on the garbage cheap overpriced furniture. Never again will Pottery Barn get my business. Buyers beware!s

I bought this throw pillow before it went on sale. Looks great in the photo. I wanted to winterize my bedding l. When it arrived, it was already fuzzy and had large lint balls attached to the weave of the knit. I tried to trim those off. The pillow was just a decor on my bed. I never slept on it. None of the other pillows or comforter could have contributed to the continuous lint balls this pillow gathered. I always set my decorative pillows aside before going to bed at night. This was the only pillow that pilled, got frayed, and basically looked like a disgusting eyesore.
Don't be fooled by their advertising. The material is like a cheap sweater from a thrift store. It's already stretched out. Incapable of retaining its shape. It pills and gets nappy because the fabric isn't quality. And for one throw pillow that looks like $#*!, it's not worth $40.
Pottery Barn is a massive disappointment. Don't get caught up in their hype.

Have placed 3 separate online orders over the last year and pottery barn has messed up each one. The sad part is they take no ownership of their incompetence and do not care. First, they delivered the barstools we ordered and after waiting 8 months 3 of the 4 were correct but the 4th was a completely different stool. Still waiting 3 months later for the 4th matching stool. The second delivery of 2 dining room end chairs waited over 6 months and the excuse was they were sitting at the delivery location but for 2 months they had nobody to take from shipping to deliver. The final and most amusing of all is they delivered our new bed on Feb 14th after again waiting for 2 months after the confirmed delivery date and multiple chasing calls. The bed looks great but the lats delivered that support the box spring were the incorrect size, therefore, the mattress is on the floor. They promised to send it within 10 days and after multiple more calls from me, they now inform us they cannot deliver to the shipping company until March 16th. From there they will need to be taken from the shipping container and then delivered. God only knows when we will receive. It is I who have to constantly chase them. PotteryBarn you have lost a customer who over the past 5 years has spent upward of $30k. I will take my business elsewhere.

I ordered two end tables in October. It took 6 month for me to get them. They were both damaged. They both had chunks of wood missing. Paid $700 for them. They said they would send me new ones (another 6 month wait) and I would have to now unassemble these tables and send them back. When I called in I could never speak to the manager, the telephone rep had to keep emailing her and asking what we could do. The phone operator even told me she won't be anything from Pottery Barn as its to expensive and to many issues. Very disatisfied.

How does this company even stay in business if they can't fulfill orders without multiple screw-ups and delays? Their fulfillment says things have been delivered when they haven't, they sometimes just don't show up at the scheduled times, they deliver part of the product and don't say anything about when the other part is coming, they say things are in stock when they aren't, things can be at the warehouse but they can't find them, etc. Really pitiful execution.

I ordered a $4000 sofa on December 5th. The in store promise of delivery was originally December 26th. Soon that changed to January 2nd. We are now looking at the end of April or May. No one from Pottery Barn calls to explain. No one advocates for you to get your delivery. Clicking on the "track your delivery" link shows you weekly changes and postponements. The link shows the sofa is back ordered, yet brick and mortar stores have never stopped selling the sofa. Take your business somewhere else - anywhere else. Pottery Barn does not care one fig about servicing you.

I ordered a $1482 light fixture in November of 2022 with an expected arrival listed as Dec 19th to Jan 6th. I understand delays and expensive shipping so I have been very patient. While we were waiting on this item there was zero communication from Pottery Barn on delays other than the delivery date kept moving back. Still being patient, I waited. I was charged for the full order on January 4th so I expected to see the item ship. After 4 weeks of the item listed as preparing to ship I called "customer service". I received the most ridiculous run around I have ever experienced. Every person gave me a different story ranging from I never ordered it to it should be on my doorstep. After being hung up on by the customer folks, I called back multiple times. When I finally got through I was told to either just wait for the item (even though they couldn't tell me if it was going to be delivered and when) or I could cancel the order. They couldn't even tell me if the fixture was in stock! No one could answer why I was charged and no one could answer if the light would be delivered. Everyone I spoke to was callous and uncaring. I finally had no option but to cancel the order and file a complaint through the better business bureau. Jeanne Hernandez reached out to tell me they wouldn't assist me on my complaint since I cancelled the order. They wouldn't even acknowledge they took $1482 from me without delivering the item. This is clearly theft. After the BBB complaint I was able to get my money back after 6 weeks but buyer beware! There are crooks running this company who believe they can charge you without delivering what was purchased.
2/21/23 Update: I posted the lame response to my Better Business Bureau complaint. Judging from the number of other people having the same experience, I strongly recommend using the BBB since that gets straight to the marketing and PR people.

After much research and worrying about spending $4,000 on slipcovered couches, I ordered two couches from PB in late January. They told me late February was the delivery window. I received them this past weekend, two weeks earlier than expected. During this time I received updates regarding delivery and instructions via text and phone. The couches arrived in perfect condition. I've only had them one week, but so far, so good. The one thing I did do was due diligence regarding size, material, construction. I am truly puzzled by the low review ratings. Could it be regional differences? I live Williamsburg, VA. After this experience I would definitely order from PB again. Just for clarity, I am not affiliated with PB or Williams Sonoma!

Don't be fooled by the nice visual impact of Pottery Barn. Their supply chain and customer service truly sucked and it impact everyone who paid hefty for their nice looking furniture.

Niceness of Pottery Barn ends at the design associate. Once we put in the order, the long wait and the furniture delivery process and the contact of the store and 1-800 number for further help becomes a nightmare.

I will not be surprised to see this company going down if they don't fix their supply chain and customer service.

I placed an order of two rugs on November 23,2022.
Rugs were supposed to arrive for Christmas. After three times postponing delivery day they arrived February 3. And, although I was charged for both rugs, only ONE was delivered. Today I called Pottery Barn and the first girl who took my call HUNG UP ON ME when I raised my voice in frustration at the lack of respect I was being treated with. I called again and thank goodness was able to present my claim and find a possible solution. I still have to wait another two months for my rug…but I do love it, so I will wait.

I was on hold 51 minutes and issue was not resolved. I called back later in the day and was put on hold 20 minutes and no one got back to me. Issue not resolved. Staff is inadequate as stated by employee (indirectly)
Take business elsewhere.

In September I bought two indoor/outdoor carpets for $3,000.
A few months later the rugs started fraying, are soiled and are falling apart.
Pottery Barn said sorry outside our 30 day window.
I have contacted them at least four times.
BUYER BEWARE!

We ordered our nursery items 6 months before our due date. We were told the main items were in stock and it would just be 6 weeks for delivery. Well, each month since they've changed the delivery date and eventually changed it to out of stock. Leaving us with no options less than a month from the due date. We ordered from them because we believed they were a trusted brand but we won't be recommending them to anyone.

I ordered a $300 duvet cover in August, just took it out of the washer and there are a bunch of holes in it. I called to get it replaced and they said that because it looks like it was "caused from the washing machine" they can not replace it? The woman I spoke with sounded like she could care less. You'd think when spending that much on a duvet cover it wouldn't be damaged from a simple wash within 6 months. No concern for customer experience. And they don't even let you review items on the website. That's a red flag right there. You've lost my business.

I wish the sales staff would have better advised me on my furniture purchase that their high performance velvet is also high maintenance. It is horrible and attracts dust and fuzz balls like crazy I have to vacuum once a week. In addition the cushions are poor quality have already misshaped not even a year old. Never making a purchase from hem again.

I have had towels from PB that have lasted for years. This time, EVERYONE of 6 has threads hanging, and getting worse. I have called, emailed, written letters and no one cares." its out of the time limit". Well, you would think that someone would like me to be happy? There are exceptions to all rules, and i have many pictures...someone asked if i put zippers in with the wash. UH< NO>>>>
The customer service is about the worst i have ever had, even Amazon is a 100 times better. PB, get it together. I saved for those towels and now look like they are from a discount store. I just can't believe no one at PB cares.very sad.

Call drops multiple times, long hold times and received my order with 2 monogram and 2 different material when I ws supposed to receive 1 monogram and 1 material to complete my uniform bedding

I had to write to the CEO in hopes of getting this issue resolved for my $1100 order.

Highly dissatisfied, annoyed and very disappointed!

READ THIS REVIEW BEFORE YOU SHOP AT POTTERY BARN!I purchased over 15K in furniture in Sept 2021. After 7 months of waiting the last delivered item was the James Leather chair delivered April 2022. July of 2022 I emailed w/ photos to CS to let them know of discoloration at head and arms. CS said it was normal. I did not agree but no further help was offered. Nov'22 it had got significantly worse. I went to the store where I purchased to speak to manager and supplied further photos. Hoping to have better results as the manager agreed that it did not appear normal and she would see what she could do. I said I would be willing to work with them as I just went through a whole home remodel and bought all new furniture. She after having to follow up with her said CS handled the same way with a response of it is normal and tried to say that my room looked like it had too much sunshine, (most homes have windows in them don't they?) and only offered a 15% discount. Why would I repurchase an item that only would last 8 months. Why not go to a Jerry's furniture. CS and quality would be better for half the price if I wanted disposable furniture for thousands od dollars. I ask how many would except PB quality only to last months? I will never recommend or purchase from Pottery Barn. Terrible quality terrible customer service. I purchased furniture from RH and will say they stand behind their products and their quality is many times better with similar pricing. Pottery Barn is a scam company DO NOT SHOP AT POTTERY BARN EVER!