Pottery BarnReviews 573

Wow… ordered a nice desk to be delivered and set up. Received several emails confirming delivery and set up date. Removed all office furniture on day of delivery and checked tracker to see they were on the way. Several minutes before delivery window what do I receive? A text saying your delivery is canceled. What do I do from here? Call to speak with someone in customer service. Hah! Only to be put on hold for two hours and when finally taking to a representative they cannot figure out why the delivery was canceled either. They can only reschedule the delivery on the next available date weeks later and cannot guarantee me it won't get canceled again for some unknown reason. Wow, just wow. Probably the worst customer service I've ever experienced. Save your time and shop elsewhere.

I bought the MVP quilt in queen size with two shams for my son. It says 'imported'….yes, from China. Sticker right on the bag made in China. The cotton fabric is loose woven and low quality. Before even taking it out of the bag, I could see that the quilting stitching was popped and would be unraveling. Knots on the top side of the quilts with trailing threads, the thread used to quilt it is SAD. Super thin and fragile. This quilt is not going to be durable or wash well. Nearly $300 for a queen size quilt and shams that look and feel like they cost $25 tops to make. Nothing like what is in the photos on the site. First person I talked to was just rude and unhelpful. Second person was very nice and refunded me about $40 since I don't have the ability to get to a UPS drop off location. Even messaged them on Facebook and got back what amounts to 'sorry you didn't like it, have a nice day'. Shame on me for not seeing these reviews first. What I got was overpriced garbage that I would expect to find at a place like Ollie's or Walmart. The white thread in the picture isn't crooked, it's loose/snapped. This is before even opening it. And it wasn't the only one. For 200+ dollars I expect a baseline quality of thread and stitching for a commercially produced quilt.

Do not order- Product states that it is in stock and it is not. We have been waiting for an order since Mid July ( December now) and not only can they not tell us where it is, but they do not answer their customer support.

They stated we should be received it Mid October, however they will not follow up or answer unfortunately. Given the cost, we thought we were also paying for quality service.

After inquiring today with a call to follow up, she told me that product is " in stock" but also back order. I mentioned that those are two different things and she said it was allegedly sent as one package with all parts. So i asked what the difference was, and the representative told me. I know its difficult for you to understand this, but its not on back order and we do carry it in stock...

The experience more than anything has been terrible. Strongly recommend avoiding this company- Be sure to note that if it states it is in stock, note that with us it's not the case but they don't switch the status... I'm guessing its because they want the sell and don't care about the after math. Still waiting

Rude and unprofessional customer service. They must resent working for Pottery Barn to sound so impatient and sarcastic all the time.

I spent a long time shopping online for a stoneware serving bowl, and bought one online at full price (almost $50) from Pottery Barn. It arrived with a dent in the rim. I went online to return it, and found that the order was marked "not eligible to return ". There is no reason for this, as it doesn't fall into any of their "not eligible to return" categories. There's nothing on their website regarding the return of defective items. Also no email address or chat line; only a number to call *******176).

I called this number and pressed option 5, only to hear a phone ring once and then dead silence. No music or "please continue to hold" message. I assumed I had been cut off. I tried twice more with the same result. Finally I called an actual Pottery Barn store, got a human who again gave me the same 888 number to call. I told her that I only heard silence on the line and assumed I'd been cut off. She said no, that the dead silence was normal, and that she had already had to hold for over 30 minutes today in order to help a customer in the store. I thought of all the people like me who were calling this number, hearing dead silence, and trying again and again. This is terrible customer service, and a waste of everyone's time.

I called back and finally got a human who emailed me a shipping label. Now I have to put it all together and return it to the store. What a bother. I thought Pottery Barn was a reputable operation; I will avoid them in the future.
It's just not worth it.

I have purchased my kid backpack and once my kid started using it broken very quickly. I have started retuning process 2 month ago, however I have never received my money. Still keep fighting with them. Stay away.

We ordered 2 nightstands (Willow 25.5" Nightstand). One of them cracked connecting most of the 4 legs. We then exchanged another one of the same model. After about 1 month we received another same damaged one and now i don't know how long to wait to receive a normal product. The shipping time is too long and the product was damaged in transit.
One more problem, we have another order, the expected waiting time is 2 months, then you change it to 2 and a half months, again change it to 3 months. We are really not satisfied with your shipping service. There are many variations and too long and when is the correct time for us to plan.

I recently purchased two white denim sofas, similar to a purchase I made in 2014. At that time the quality was exceptional, the cushions were high quality, stuffed full to where once you got up from the couch you couldnt even tell. This time, the sofas are less stuffed and get misshapen. The stuffing is not exactly what I was led to believe I was getting and its just dishonest. I also ordered lighted ornamental trees for the holidays and I was told Dec 1st delivery upon purchase, yet the real date is two to three weeks later. This company is about "company first, customers second" their delivery fees are exorbitant, as much as a piece of furniture in itself! Not the best company to do high dollar business with.

The story starts a year ago when we ordered two wingback recliner leather chairs. There was a 5-month delivery timeline so we were anticipating an April delivery. After one or two mild delays we received a call to schedule our delivery. We were given a 5-hour delivery window between 7AM-12PM. At 2PM the chairs still had not arrived so I had to reschedule delivery due to a work obligation. We were told that was no problem. They said we would receive a call in a few days to schedule again once the chairs arrived back at the warehouse. After two weeks we had heard nothing so we reached out. After several hours and multiple calls, it was determined the chairs were lost in transit. So we had to start over from the beginning.

We were given a new delivery window 5 months later. 5 months turned into 6, which turned into 7. I reached out to express frustration and the customer service team apologized and said we could discuss compensation for the issues but only after the items were delivered. We finally had the chairs delivered last week and immediately called to discuss compensation. We were told that a $500 credit (<10% of the purchase price) had already been processed and that there was nothing we could do to change it. There was no ability to negotiate. After back and forth they agreed to credit an additional $375 via a recorded voicemail. They then tried to lower it to $350. And I just received an email that actually they've decided they can't do anything at all. Not only can they not deliver on their products within a reasonable time, they also cannot keep their word. What a disaster of a company.

I used to buy all my grandkids furniture toys bedding. Etc from Pottery Barn for kids. I am disgusted you would put children on your page in masks. Mask are filthy and are full of chemicals. Do your research. A piece if paper over your face is doing nothing but inhibiting your breathing. In my world that is child abuse. I will now be unsubscribing my email. I will never buy anything from you again.

A table that was supposed to be delivered six weeks ago was lost in transit. I spent hours waiting on hold with customer service four weeks in a row trying to track down what had happened. I was promised four times that someone would contact me in 3 to 5 business days. No one ever contacted me. I finally found out when I called to cancel the order completely that they had lost it and discovered they had no inventory but rather than let me know that they just kept pushing back the delivery date. They knowingly charged the full price of an item that they literally no longer had and did nothing to contact me. Now I'm stuck with an area rug and dining chairs that were purchased to coordinate with a table that I will not be getting. It's too late to return those items that came on time.

Several pieces I ordered were defective and now I'm stuck with a $400 mirror that they said they will replaced and now they won't. They don't stand behind their products and words. Customer service is terrible, they are robots.

It is almost impossible to talk to a live person in Customer Service for any help. I spent $$$ on merchandise that arrived in NO box and the plastic ripped. This company does not care about their customers.

Don't order anything with these people. They use a third party to deliver everything. They lose your stuff, it arrives damaged or not at all even though it's on the manifest. No one can give you an answer and their way of resolving the issue is tell you it'll come a month later. Then you wait. Then they schedule it. Then you take time off work to be there. They arrive without it and you are out another day of work and still don't have what they said you would. And the cycle repeats indefinitely! STAY AWAY FROM THEM!

I have never in my life had such a bad experience with any store. This one has to be the top maybe only one in the list. I had received a gift from someone on 10/10/2022. I received the gift and returned the item back to them for a gift card. Mind you, i specifically told the individual this was a gift and I wanted a gift card returned to my email because i did not want the purchaser to know that i was returning the gift. Today is 11/15/2022, not only have they received my item over a couple weeks ago, but they informed the seller of my return, and they did not send me my gift card. They put the incorrect "email" on file over 3 times. And every single time i call, i need to explain my situation all over again because it is a new representative. I called to speak to a supervisor, and NOW. Today, she sends me a return label to return my item... when the item had been returned over 3 weeks ago. I requested my gift card that I deserve... and its so difficult to make a change in the file. They are unable to update the email, they want to send it to me through mail. For what? So it can get lost the same way all other gift cards have. I have been on the phone today for the third time. This time it is now 1 hour and 20 minutes. Just to get the gift card that is technically mine. But yet, i am unable to get it. Ive never purchased from this store, but i can guarantee I will never. Not even going to use the gift card. Going to gift it to someone. Hopefully they have a better experience than i had.

Want to pay extra for long waits, diminished quality, and really bad customer service? Shop at pottery barn. Over the last 20 years, I have purchased a lot of pottery barn furniture/toys/home decor. This past summer, I ordered living room and bedroom furniture. Everything comes branded William Sonoma. Quality is not the same. Be prepared to wait and wait and wait. Do not expect them to honor delivery appointments. Perfect formula for losing customers.

Placed order in July for a bedroom set, all items showed in stock at time of purchase. Two weeks later, no delivery has been scheduled, now it says items will ship in September. September arrives the delivery is again pushed backed to October and some items Nov. After numerous calls, I received 2 nightstands and pieces of a desk.
I Was given a number to warren final mile to schedule delivery of box 2 of desk. Delivery set& they cancelled that day, try to call again no answer for weeks, emails not responded to, 3 weeks later another delivery date set, they no showed, and once again didn't show up for the latest delivery date nor did they call to let me know.
Called pottery barn again now I find out some of my items are being routed to another delivery company as they are transitioning & taking over routes but they no idea how long it will take to transfer my order to correct location.
At this point it's a joke I paid five thousand dollars for a bedroom set I never received.

Think twice before ordering from pottery barn

I placed an order for the Dream Modular Sectional back on June 21,2022. My delivery dates have been delayed two times. When the order was finally scheduled for delivery, it was suddenly canceled on the scheduled day and no explanation was given. The next day I visited the Pottery Barn store to find out why my delivery was canceled. I was told that one of the items was either damaged or lost but that they didn't know which one. When I called customer service(asking to cancel the order), I was then told that all pieces are ready except for a few cushions and that she could transfer me over to schedule delivery. That was interesting to me because prior to calling customer service, I called the warehouse to ask for a partial delivery and was told that only an ottoman was available to be delivered. I let the customer service rep know this information over the phone and she quickly changed her answer on what items were available and ready to ship. She changed her answers multiple times throughout the conversation and avoided answering most of my questions and gaslighting me. When I let her know this service was unacceptable she replied "I'm sorry you feel that way.

It's clear to me that someone is not being honest. Employees at the Pottery Barn store made promises to look into the issue and call me back but they NEVER did. All I got was the run around. I have already gotten rid of my living room furniture and have nothing to sit on and will have an empty living room for the holidays. At least if I had known they were going to cancel the delivery the day before, I could've kept my old furniture. The new estimated arrival time isn't until late Jan - mid Feb. And that's IF they don't reschedule for a third time.

At this point I no longer want the sofa or to do business with PB. I've requested to cancel the order entirely under these special circumstances. No one will help me because it's a custom order. The only thing customer service could come up with was a weak apology. Do not shop with PB unless you don't mind spending thousands on furniture that won't arrive for 7 months and endless excuses.

I gave them 3 chances, and they have failed me all three times.

The shipping situation is just the worst. I selected the shortest timeframe possible, yet my order delivery ALWAYS get delayed for more than a month. I placed an order to buy a couch on 10/21, and now it's telling me that it will ship in January? When I selected the shortest timeframe possible which was supposed to be within a week? What's more is that they said the item is not refundable, and I also CANNOT cancel. I called the customer support, and he had a really bad attitude, and won't say anything like "I'm sorry for your experience" but "you should have known couches take longer time". I'm very mad and i also feel very helpless, so please please avoid pottery barn.