Pottery BarnReviews 573

I spent $650 on a leather swivel desk chair only to have the black coloring start flaking off after a couple months of intermittent use. Incredibly disappointed in the poor quality. They apparently sell cheap products with big price tags that are no better than something at Walmart or Target. Customer service did say they would send me another chair, but that doesn't address the root issue of the company producing sub-par products at a high price. Another chair would just do the same thing.

Paid in full May 2 for a very expensive office suite. Never received an update on shipment delays. Continued to contact every 3 weeks.
Advised in August it was indefinitely on backorder. 1 week later xld the order and was insured of a refund in 2 weeks time. It is now 10/31/22 and I'm on another, almost 2 hr phone call trying to get the check. PB Customer service states it was sent so after not receiving the check it was xld and reissued. The check is still not here. Why would you send a check of that size without tracking it? The Supervisor stonewalled then today, 10/31/22, I find out she listed the issue as resolved. We may have to take legal action. I'm terribly upset and sad as I love their style and products. I'm absolutely sickened by the treatment I'm getting. Here comes the holidays and our money is tied up.

I purchased a Hart Round Reclaimed Wood Pedestal Extending Dining Table last year (6/21). Since then the table has lost screws, the leaf no longer extends properly and the wood is chipping which has become a hazard for my children. I contacted customer service and was told that because I was passed the 1 year mark there was nothing they could do to help. I explained that the table had starting falling apart months ago but I was unable to contact sooner because my babies were in the hospital and that took priority. I never wanted a replacement, only someone to come out and repair. In my opinion the table is a lemon and for almost $2000 it should not be in the shape it's in. I am beyond disappointed not only with the product, but more so with the company's lack of responsibility or compassion for being unwilling to help. I will not be shopping at this company again.

I should have looked up reviews beforehand. I purchased an entire bedding set in store, however the items had to be ordered. Rep told me they were coming from canada and that I couldn't have them shipped to store, rather I had to pay a shipping fee. After my order I find out that they could have been shipped to the store no charge. Then i get an email saying part of my order can't be fulfilled but i had no option to cancel the remaining part of my order. I don't want a partly made bed! Then i get my package and have to pay the brokerage custom fees because they shipped from the USA! Horrible horrible service. I will be returning the items, swallowing the shipping and custom fees and never buying from pottery barn or their affiliates West Elm ever again. Ps: i had back and forth emails from pottery barn with their responses being dismissive and non-negotiating.

I placed an order with Pottery Barn on September 22,2022 it said my table would deliver the week of October 3rd. They charged my card on September 22nd for the entire amount. I called them a week ago and they said it would now deliver in January 2023. I called again today and asked for a refund when I saw they charged my account in full. I was told I would have to wait for the table to come in which would be December or January before they could issue a refund. That is crazy so I contacted my Credit card company they have no right to keep my money.

In June of 2022, I ordered the Avalon bed for my granddaughter. The bed was finally out for delivery mid September. When it arrived, an over zealous delivery person cut into the box, leaving an 8 inch slice in the middle of the headboard. My son refused delivery. I called and explained the situation, requesting a new one. Was told new delivery wasn't until sometime in December, due to low inventory. I requested, since it was Pottery Barn's fault, that my delivery be expedited. Operator agreed and also told me, my credit card would not be charged until I received the bed. Credit card was charged (over 1700 dollars) When I called to dispute, I was told I still had to make payments, even if I did not have the bed. If I didn't make a payment, I would receive a late charge. Also was told, there was no request for expedited delivery. Nice one Pottery Barn, just lie to the customer to make them think you are doing them a favor. I have purchased many things from Pottery Barn, Williams Sonoma etc. You have just lost my business. Same goes for Capital One. You BOTH should be ashamed of yourselves! And believe me, I will tell all my friends, coworkers etc not to shop at any of your stores. You lost a good customer, not so much for charging my card, but for lying about rushing my delivery.

I ordered a TV stand with a fire place. Actually measured and discovered the item would not fit in the space I had planned for it. Customer service hung up on me once. Two other calls customer service said they were going to cal me back and never did. It took me 4.5 hours on the phone with one customer service agent to cancel this order. This company is the worst - STAY AWAY!

There is NO top end management. No one beside the generic customer service people if your lucky enough to get through. I have waited on hold for nearly a hour with no resolution. 8 months to receive a broken bookshelf. Grease on white upholstered beds. Problem after problem. The worst of the worst. Save yourself the aggravation, It's been just awful

We have been waiting for a 5 piece bookshelf for 8 months now. We flew to Florida to receive it, 1 box came, crushed. 1 box, what happen to the other 4. A waste of our valuable time. I could not get my photos to load

I purchased six dining chairs from PB online on May 7. I then received an email that they would be delivered in June. In June I received an email that the delivery date was pushed back to July. In July that it was pushed back to August, in August that it was pushed back to early September. In September that it was pushed back to late September. Come to find out, my chairs had been on back order. So when I first received an email that they were arriving in June, they were not even available. I have spoken with multiple representatives who have tried to give me more information, but they are probably being lied to as well. I have ordered furniture from other companies and things have arrived right when they say they will, even West Elm, who is owned by the same people as PB. I will never buy anything ever again from Pottery Barn.

Rewards that customers earn are taken/stolen by the company after 180 days. After 5 calls to customer service, several representatives hang up the phone on me. It was impossible to speak to Manager regarding the rewards. I paid Pottery Barn for products purchased in exchange for the products and the rewards. After a few months, they took the rewards back. They don't call the rewards "temporary rewards". The lack of support when I called when trying to get the rewards back was unimaginable. I will never buy another product from this company. They have horrible customer service support.

Pottery Barn was such a disappointment, especially for how expensive their products are. This piece of furniture, as stated on their website under this product, comes with the white glove service. IT DID NOT. So we put it together ourselves. The quality of the item we ordered (bar hutch) was something you'd find on Wayfair for about $400. Things were broken. A drawer wouldn't completely shut. The holes for the screws on the back of the hutch weren't aligned, and we couldn't get the screws in. The hutch came in 4 separate pieces to all connect... well nothing connected or matched up. Part of the bottom stuck out further than the other side, and they didn't align at the top. We contacted customer service and asked for an exchange and for someone to come pick up this PUT TOGETHER piece of furniture. They told us we have to put everything in boxes again for UPS to come to get it. They told us this was a UPS product. Doesn't make sense. We said okay are you going to provide these boxes? NO. They want us to go buy the boxes... with no refund of the purchase of boxes. If you have white glove service listed for this product... then HONOR IT. Such a scam. If you can have someone come out and put items of furniture together then you can have a team come and take this down considering this is PB's fault! And they will not start the exchange process until they get this hutch back. Worst customer service ever. Terrible quality of products. No wonder they don't have anywhere on their site for reviews.

Delivery of white gloves is done with a dirty hand!
At the store they did not allowed me pick up my furniture! When I finally received the order, I was excited but after so disappointed! They unpacked all on the street, no wearing gloves, with dirty hands! I paid for delivery, they promised white gloves service, approve that everything is okay no stains no damage! Nothing of that! And no one contact me! So disappointed!

Bought two tables, both table tops have scratches after few uses the quality of the wood is very bad. They started to Peel.
Bought 4 chairs, did online return due to defects called customer service to confirm process and timeline. Agent found me annoying and hanged up on me; o

Horrible customer service! Do not order crappy furniture from them for this price. Will never make another purchase! Bobs is better quality

I ordered a sectional couch and several counter chairs in January. I completely understand that we have a supply chain issue globally and was very patient as they moved the delivery date back again and again and again over many months. In June, I got a call from the delivery service that my Pottery Barn furniture was ready to be delivered. They clearly state on their website that they will not ship any piece until the entire order is ready to be delivered. With that clear information in print, we got rid of our furniture to make room for the delivery. I was shocked when only one piece of the sectional couch was delivered. Over the next three months, I spent over 20 hours working on a solution and speaking with customer service. I was told that the rest of my furniture was in a warehouse about an hour away from my house, not a global supply chain issue. We had an important function at my home at the end of the summer which required furniture so over the next three months, I waited on hold for hours to then speak with an agent who would promise to follow up by calling me back. That happened more than ten times and not once did I get a return call. Now, they have finally agreed to refund my purchase, but they refunded me $400 less than I was charged. I am such a loyal, kind and patient person but this has caused an incredible amount of unnecessary stress. I will absolutely never buy anything from a Williams Sonoma company again and strongly urge you to purchase elsewhere. PLEASE DO NOT SUPPORT THIS COMPANY.

I ordered a bed and dresser from Pottery Barn Kids on 28-MAY-2022. From what was advertised on their website as the delivery date to the delivery date on my email confirmation of purchase, the delivery dates had already changed by two weeks. I decided two extra weeks was worth it and did not cancel my order. The bed was due no later than 13-JUL-2022 and the dresser no later than 29-JUN-2022. Once July 13th passed I have called Pottery Barn customer service numerous times to see where my order was. First I was continuously transferred to the depot who kept telling me they couldn't help me i had to contact Pottery Barn. I then asked to speak with a supervisor and I was told the bed was at the depot but could not be delivered until the dresser was there; they "don't do split shipments when the other product is due within 4 weeks." Four weeks long passed. I asked to speak to a supervisor and Monqueta told me I would have my products scheduled to ship no later than August 14th. Again that deadline passed. I finally got a call from the depot to schedule a deliver but they said they only had the bed, which contradicts what Monqueta said. The bed arrived August 19th, a month late and no dresser. I called corporate and I am getting the same run around. The dresser has now been shipped to the wrong depot and they are working to see if a replacement in NJ is suitable to ship to me. Sylvia at corporate said she was checking a week ago and no update. I've spent over 10 hours on the phone with this company trying to get a product I paid for on May 28th and was owed at the latest July 13th. I just want my dresser for my little girl

I'm not rich and can't afford the prices I see on pottery barn but most don't know you can search "open box deals" and find tons of great stuff for cheap, sometimes over half off. Those rich people send stuff back for any reason such as minor color differences or just not liking what they received. I've decided to redo my bedroom and bedding included. I wanted to switch all my bedding to cotton, linen, or percale. I don't trust *******@zon because sellers are constantly listing things as cotton or adding cotton to the title yet what you receive is not what they claim. Anyway back to pottery barn open box deals- I found a nice smelling diffuser which I paid $16 for and it literally was unopened, I bought the kinsley duvet cover in queen size for my bed and only paid $80 which I think was originally $185, also not even opened. Just recently I bought another duvet cover (bed of roses) for $95 and 2 pillows aka rich people pillows "standard shams" which isn't bad at all for the price since all items were %100 cotton. I just would rather pay for a brand new that has some trust to it but I do agree their items are way overpriced for me. I've got a steak taste on a hamburger budget but it's been managed through open box deals. What I can't stand is its nearly impossible to find coupon codes for PB, even for free shipping AND they charge for shipping after robbing you on these prices! Atleast offer free shipping with your comforter that costs $200.

My family has spent thousands of dollars on furniture from Pottery Barn. We are now missing a sectional sofa leg after a move. My first two calls to the service center (after long hold times 45plus min) informed me that if I found the purchase order number which was long gone, or the email address that was used, which I did find after much searching, I could get the part replaced. On my 3rd call, I was told that no replacement parts could be provided after 1 year from purchase. I was told I could get the part through an independent dealer for which I was given the telephone number and item number. When I called the number, I was told they had no relationship with Pottery Barn and had no such part. Many hours later, I have accepted the fact that Pottery Barn, while still selling the sofa, is of no help to a long time customer. Good bye Pottery Barn.

I must have spent 10 hours over the span of 1.5 months calling customer service over and over again to find a replacement product, prove it wasn't delivered, multiple issues were refunded only to find out (after calling again) that they were mistakes and someone has to come get the damaged product first. I was promised 2 different times a merchandise credit and then a credit card credit to never have either come through. And no one called to update me. Last but not least the "supervisor" was arguing with me in regards to my refund being issued and hung up on me. Good luck if you are unhappy with your product it will cost you more in time and stress then the thousands you will spend