Pottery Barn

I'm writing this review crying from frustration as I just ended a phone call with Pottery Barn customer service of over 2 hours with no resolution. I have never experienced anything like that. Although I love Pottery Barn furniture, this is the last time I will ever purchase anything from them. I ordered a writing desk and 2 bookcase in March 2023. I received the items on August 9th, 2023 damaged. I was advised to send everything back and have the items resent to me at a later date, that was scheduled for February 2024! I decided to cancel the order. Although the order was canceled on August 18th I have never received a refund. I called multiple times, spoke with different customer service agents and no one gives me a straight answer when I will receive a refund, if the refund was ever sent to me or if I will ever receive my $4k back. I would not recommend to anyone Pottery Barn as this kind of behavior is quite prevalent and it appears they don't do anything to fix it!

I ordered a lawn plaque for a Christmas present in early December- when it finally arrived the packaging was so flimsy that the plaque had fallen out of the 2 cardboard sheets that had surrounded it. I called and explained what had happened, including the flimsy packing, and was sent a replacement which arrived with the same flimsy packaging. And guess what? The plaque had fallen out again! So I called for another replacement and told the customer service rep to indicate to package it differently and securely. Well, the plaque arrived today and thankfully it actually made it because it was in the SAME FLIMSY PACKAGING. Ridiculous to keep sending it in something not secure enough to hold the heavy plaque in place.

I am so disappointed with pottery barn this time around. Enough that this will be the last time I'm ever purchasing anything from them. I bought a bed in April wait was 3 months ( no problem) I can wait. Fast forward to delivery time. I get a July 5-21 window, great. Appointment day is July 9th 9-11am, I get an email at 11 that it's canceled. Delivery # 2 get canceled at 2 hours into time window and so does Delivery #3. Customers service will require a different review coz the rudeness is unwarranted considering what I need to know. Today is July 29. I have no bed no answers. I have no idea what's going on. This is the $259 delivery I paid for.

I applied for Pottery barn credit card and was told I would get 10% back in reward. I bought major furnitures, but never received a reward certificate, so I called and was told I has a $350 reward, but has expired and can't be issued again. Each and every customer service person I talked to were very rude. I nicely asked how it expires when I didn't even received it, they told me there is nothing they can do. I got scammed into signing up for a card for nothing. I will never shop at pottery barn again and I will be canceling the card for sure.

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.

Ordered a nice rug and was over 2 months late on the original delivery date. I tried canceling no less than 5 times. I couldn't. I was promised a full refund and no issues when I returned the rug in the original packaging. Partial amount was refunded in a gift card although I was promised a check. Later a full price gift card was delivered to my house. Disappointment is an understatement. Now I need to use the gift card to be done with this ridiculous company.

I ordered a bed last year, after 9 months of continued delay I finally gave up and cancelled my order. Stupidly I tried again this year. Feb 2018 placed an order for two beds, neither on back order. The first due to be delivered no later than March 26th... it's April 11th, no bed. The second I am told is now on backorder. The only way I found that out if by calling the delivery line, I have called customer service 4 times always with the promise they would research the delay and call me back. NEVER have they called me back. The second bed was to be delivered by April 9th... it's not even in stock at the warehouse. Horrible horrible horrible in every way.

I ordered the furniture for our baby's nursery in August (and expecting our baby in January). I assumed 6 months was sufficient since the items said online they would be delivered in October. Well, once the ship date came, they sent an email pushing it another 4 weeks, and then they pushed the days again TO DECEMBER! WITHOUT NOTIFYING ME AT ALL. They just quietly change it on their page and don't even send you an email. It's awful that they sell nursery items that are backordered 6+ months without notice and mislead you to think you'll only wait 3-4 2-3 weeks. This company is a fraud. Obviously people putting together a nursery have a deadline since A BABY IS COMING! Yet, they do not care. And good luck contacting customer service as they are useless and will simply tell you it's the "Supplier".

I ordered two pieces from Pottery Barn and one arrived the other didn't. The order suggested that both were delivered! I followed up everyday for 7 days and was told the other piece would arrive yesterday. The truck arrived for a pick up! I called customer service again and was then given another phone number. I tried calling and left three messages. I then emailed and finally got a response. I then was told they could only deliver now after Dec 18th! Ridiculous! And they gave me three dates but could not confirm a time. Are you kidding me.
Also I ordered another piece that said it was in stock and I would receive it Dec 7th. I got an email two days ago saying it wouldn't be here until Dec 29th! Are you frigging kidding me? I would not have ordered this carpet had I known it was going to be so late. I am done with Pottery Barn.

I ordered window panels on Oct 13th- it is now Oct 28th and still not here. I paid 43 dollars to have them overnight/express delivery. I have called 2 days in a row and finally today got Trey on the phone- he said my panels were on the way - but he couldn't refund me delivery charges. I asked if he would talk to his supervisor and I asked if they would not be willing to give me a refund on my delivery if they would /could me a discount on a future purchase. After being on hold for a lengthy time - he came back and said they would offer me NOTHING. I will never purchase in store or online from pottery barn ever again. I will also discourage my friend, family and clients from patronizing them as well. I am a Realtor and Interior Designer and have lots of contacts and make lots of large purchases. They have lost a good customer.

I like the quality of the merchandise, but unfortunately have nothing but bad experiences with regards to delivery and customer service. A few years ago I ordered a headboard (in October) as a Christmas present - NEVER ARRIVED - cancelled order in January after multiple calls confirming it would be there by Christmas!
White sofa delivered with a large grease stain - slip cover yet to be replaced. Placed an order via phone for mirror tried to use rewards cards - rep applied wrong card - now after 6 phone calls cant be changed and was never informed ---follow up is terrible last phone promised Courtney Randolph would be in touch within
24 hours -- never heard from her, and then I emailed her - never responded.

I have never received a furniture order from Pottery Barn without a problem, but now I'm finally done for good. Ordered 4 chairs Oct. 1st 2022, & the delivery date was repeatedly delayed. Then I received notices multiple times that the chairs were ready at my local distribution center and I could schedule delivery, but every single time I would then be told right before scheduled delivery that the delivery had to be cancelled because 1 or more chairs were missing. Every time I called to see what was going on I was bounced around to different departments, never received any explanations, and ultimately would just be told that re-orders needed to be placed. I received 3 chairs 1 at a time over approx. 7 months and now as of June 2023, I'm still waiting on 1 final chair that was (not shockingly) "missing" & had to be reordered. I also was never able to get expedited shipping on the reorders. Most customer service agents I spoke with were pleasant, but there is clearly a significant lack of either staff training, staff competence, communication between departments, distribution center oversight, manufacturing efficiency, or maybe a combination of all 5.

I purchased $7000 worth of furniture that was ordered and paid for in March! All I am doing is getting passed around, now to a third party as to the location. No one has a clue!

If I could give zero stars I would. I place a $2,000+ order for dining chairs on November 18th. I logged into my account this date to check the status and noted my order was canceled. I placed call to customer service and was told the order was canceled because Pottery Barn left a voicemail for me requesting call back on November 20th by 5pm or order would be canceled. They stated I would need to re-order myself online. I NEVER received a voicemail stating this information nor did they attempt to reach me by other methods of communication. Very disappointed in this company and will not be purchasing from them again.

I ordered a kitchen table and 4 chairs online. It was going to be a 3 months wait (first hint!), a very expensive set but I decided to go ahead with it. I really liked it and thought it was going to be worth it.
3 months into it, I start following up on the purchase. They tell me there is a backlog on the order but that it will be coming soon enough. 5 months later they tell me the chairs are ready. When I ask about the table, they tell me their system, somehow, canceled the order on the table. THERE IS NO TABLE but they still went ahead and charged my credit card for the chairs. I was pretty furious. I don't think I heard them apologize or even tried to find some sort of solution to keep me as a future client. THEY COULDN'T CARE LESS! The woman on the phone just ask me if I was going to now cancel the chairs? What a joke! This is the first time I take the time to write a review about something. Thanks Pottery Barn for waisting my time and for a terrible service!

Have you ever wondered why Pottery Barn doesn't have a review section on their site?
There is a reason. It would overflow with negative reviews. The quality of most products is as bad as their customer service. I am trying to return the PB Comfort Square Armchair twin sleeper because after just two months of use I found lots of molded spots all over its mattress, the base and the mattress cover. All that on the invisible side, on the bottom, facing the floor. I took pictures, video, and contacted their customer service. We agreed on the return of that whole thing. Today it's been a month since. I never got an email or a phone call with the confirmation and the date for the return. And when I try to call customer service they are having hard time connecting me with a supervisor, saying it will take up to 72 hrs to get back to me. And no one calls me after the 72 hrs waiting. This is the worst shopping experience I've encountered ever. Not only their products are made in China, but their customer service is a joke too. The lesson learned - go through product's reviews before buying it.