Pottery Barn

My husband and I bought a bed from Pottery Barn and Pottery Barn required that we also purchase the setup and delivery service. Later, upon taking the bed apart and attempting to reassemble it, we realized that the entire bed has a severe flaw! The place where the bolts connect the frame to the headboard are placed in drastically different positions on each side of the headboard, which means that the bed will always be extremely crooked and never level. Also, instead of two bolts holding that part of the frame to the headboard, only one bolt can be used, otherwise the bed is extremely unlevel and therefore unusable. The delivery service obviously knew that the bed was defective when they set it up, and they knowingly assembled it incorrectly to minimize the unevenness, but they failed to tell us the bed was defective! We paid full price for a bed that we can never sell, because no one would knowingly buy a crooked and defective bed. PB was notified of this problem in May and still has not resolved this issue. They sold us a bad bed, and because they required us to pay an additional fee for delivery and set up, we did not know, and now two months after we contacted them they still have not fixed the bed or allowed us to return it. Dealing with them has been very frustrating! Each week they tell us something new and no one has taken care of this! Be very wary of Pottery Barn! They do not stand behind their products and their customer service is very bad!

I have been having a nightmare of a situation with Pottery Barn. We purchased a bed in March, waited 4 months for delivery (which was expected). Once the item arrived, parts were missing, so they had to have the bed re-delivered. The second time it was delivered, parts were missing again! The issue started when Pottery Barn would not resolved this issue. I was given the run-around by several customer service agents and told different things. In the end, we decided to return the bed since Pottery Barn could not get their situation sorted out. We were promised a refund in 7-10 business days. Weeks go by with no refund. In fact, we continued getting calls about scheduling another delivery! We called Pottery Barn saying we want a REFUND. They told us 3-5 days for this to happen. Still got calls for a redelivery. Called again and asked for a refund AGAIN. Once again, got called a week later for redelivery. Finally, I emailed, chatted, and called to request this refund. A week later, the refund comes in... several hundred dollars short! They did not refund us the shipping fee! I am beyond done with this company. I cannot believe how much trouble we have had to go through for this company to withhold our money from us when they made the mistakes on their end. We would have happily kept the bed that we waited MONTHS for if they had resolved the issue the first three times! I always thought pottery barn was a nice furniture company so I really did not expect such horrendous service. Williams Sonoma/Pottery Barn, get it together because I am going to be filing a dispute with my credit card company.

I just bought a house in the area and thought I should go to my favorite store to get decorating ideas. With the logistics problems the US has been experiencing, I knew getting things in a timely manner was going to be a challenge, but I was willing to wait several weeks for my ordered items. I ordered drapes, rods and finials. Some things are still back ordered even as I am writing this review. Last week, I was growing impatient, so I called to see where my items were and how much longer I had to wait. Potter Barn had informed me that my $700 drapes were delivered back in September and..."didn't I get them?" I said, "No! I never got the drapes!" I was a little confused because I never got an email (which later I found in my spam box). I pleaded with customer service, but they refused to send me replacement drapes and said it was too late and I should have called sooner. So basically, $700 down the drain. To top it off, Pottery Barn even asked if I wanted to order a set of new $700 drapes! Wow! Add insult to injury! I doubt I will ever buy from Pottery Barn ever again. If Pottery Barn wants my business back, please contact me at *******@hotmail.com

On August 27,2021, at 2:38am, I placed an online order for a backpack bundle with Pottery Barn Kids. My 7 year old son didn't want a backpack with dinosaurs, he wanted something else. The order was scheduled to ship Sept 12-14, two weeks from now. I called customer service on the same day to cancel the order at 10:35am (8 hours later) August 27,2021 and I was told the order could not be cancelled because it was being personalized. I called the Pottery Barn main customer service number and I was told the product was already created and ready to ship. Yet, the scheduled shipping date is two weeks from now. I spent over one hour on the phone trying to cancel this order. I have already lost more time then this order is worth.

I find it hard to believe that Pottery Barn does not have the ability to cancel an order that is cancelled within 8 hours of being placed when the shipping date is two weeks away. This is the worst company I have ever dealt with. They are a scam operation and their customer service is full of professional liars!

I ordered over 10k worth of furniture from Pottery Barn. I have received the 4th delay notice, now telling me my furniture will not be delieverd before Christmas. This company pretends to be luxury artisans when in fact they outsource every piece from outside vendors. We have been sittin and sleeping on the floors of our home since August. I ordered dressers from Ballards and Arhaus, both companies honored their dates and went above and beyond to keep me in the loop regarding any delays. What is extremely frustrating is that Pottery Barn doesn't even offer the option of informing you of the pieces that can be delievered sooner. The website has outdated information, showing fabrics that they no longer use. I should also mention, the quality of furniture is not better than most other stores. I strongly urge you to NEVER order from this brand unless you can walk out with your purchase in hand.

I ordered beds in November! Delivery was set up 5 times already! Still nothing! How they are still in business?!?!?

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.

I am an astute shopper and make sure I read reviews before purchases. I also am familiar with Pottery Barn, and had previously regarded them as a firm that sold quality products

I searched for an art trolley online. One, by Honey-Can-Do, was $70. It had weak reviews, which mainly focused on the poor quality of the product, and the "rickety" nature of the trolley once it was completed.

So, I purchased a similar-looking product on the Pottery Barn site for $149. It was so similar-looking that I check thoroughly to see if it was actually the Honey-Can-Do product. As it was mentioned nowhere, I concluded it must be a superior product, given the price.

It arrived. I put it together. It seemed cheap. The "wood" split in places, and it was not stable. Only then did I notice on the outer box the words "Honey-Can-Do".

I complained, and asked for a price match. Pottery Barn refused.

I consider this to be outrageous and unethical behavior from Pottery Barn, as they hid the brand of the product until it was sent, and used the cover of their own brand to price gouge their customer, charging twice the normal market value of the product.

Pottery barn furniture is ultimate quality and luxury. We've loved every piece we've ordered from them. However, being repeat furniture customers, we've now learned that almost no furniture purchase with them ever goes smoothly. This is not an issue with other companies like Restoration Hardware, Bassett, or even West Elm. Only Pottery Barn. When we order we know to expect much longer than normal delays, problems with scheduling delivery, no-shows of scheduled deliveries and/or damaged items that need to be sent back. Usually the company offers us reimbursement for the hassle which is a nice bonus and is the only reason we haven't completely given up. However, don't ever order Pottery Barn furniture with any sort of timeline in mind. It will likely take 3x longer to arrive than expected. It is also best if you work at home or are a stay at home wife, etc. as delivery may or may not happen on scheduled days. If you are prepared and expecting a frustrating experience, but are still willing to go through with it to have that beautiful Pottery Barn item in your home. Then go for it! We keep coming back for more too despite all the headaches.

Bought a wine tower in July for $999. Was told it was a new item. It didn't have a price so they sales person looked it up. Said it was $499. When we started the process of ordering it she said "oops, sorry it's $999. We thought about it and went ahead and purchased it. Went back to the store in October and it was $499. Talked to the manager and he said to call customer service. After a few "We will call you back within 24 hours" I called again and asked to speak to a supervisor, supervisor was very helpful and thought that the price change was also outrageous and said she would talk to her boss and call me back. She said that they never have a price change that drastic. She called me back and left a message and said that her boss said that is what we paid for it and they would not give us any kind of a refund. She said they were phasing the tower out. Used to be a large shopper at all their stores and they make tons of money but I will NEVER shop there again and I will keep passing on my story. I'm frustrated and angry at this company. I guess buyer beware is something I learned. I feel someone has pocketed $500 on my expense.

I am an interior designer so I have trade accounts with multiple vendors and shop often. Pottery Barn and specifically Pottery Barn Kids has some of the worst quality products, which they will not stand by whatsoever, which shows me they know that is the case. For the price point, they should be a company with a customer satisfaction guarantee. I have also found many of their same products on sites such as Wayfair and Amazon; they just rebrand them and charge a whole lot more. In this instance, we re-covered some kids chairs, and the fabric is worthless. It's a fake sherpa and everything sticks to it like velcro after a little bit of use (and when I say use, I mean kids sitting in it - it is a chair after all). My client washed it, thinking maybe that would help it look better (they're removable and washable for a reason), but it just made matters worse and is all pilled now. I contacted customer service and there was zero empathy or problem solving. Both responses simply stated, you're beyond the return window so there's nothing we can do. It's shame that they are connected with other stores that I like the design, like West Elm, or I would boycott them completely. Beware when buying from there!

Pottery barn has screwed up EVERY order I have ever placed with them…I recently decided to try ONE MORE TIME…OREDER WAS CANCELED AND THEIR CUSTOMER SERVICE TEAM COULD NOT GIVE ME A SINGLE REASON AS TO WHY? I check…double checked…checked again to make sure all info was correct before placing my order…they canceled the order. These were Christmas gifts and now they won't arrive for Christmas. DONE WITH POTTERY BARN FOREVER! BEWARE! ZERO STARS.

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.

Just an awful experience. We placed an order at the Pottery Barn in South Park Mall, Charlotte, NC months ago for 2 identical chairs. After waiting weeks we finally got contacted to schedule delivery. Low and behold it was only 1 chair. Apparently they had canceled our order and replaced it but only ordered 1 chair not 2. Now we have family coming for Thanksgiving and were assured the other chair would arrive before then. We just recently were told delivery had been delayed again until mid-December. When we called to inquire about the other chair we were informed that it was already on a truck. I was also informed that it apparently takes Pottery Barn 3 weeks to make the arduous journey from NJ to GA. 3 weeks. Now you and anyone else can make that trip in 10 hours. It takes this allegedly high end furniture store 3 weeks. I asked about other remedies such as sending me another chair and having it shipped directly to me. They offer no solutions, no apologies and no compensation for their errors. Avoid this place, there are plenty of other options to overpay for furniture.

I bought the Fillmore Stair Loft Bed & Lower Bed Set for my grandchildren. It took six deliveries to get it right. The first delivery, the product was damaged. The second delivery, the new product was poorly made with defects. The third delivery, the lower bed was ok but the top part was not complete. My 3-year-old granddaughter's room was stacked with extra pieces, awaiting the proper parts. The fourth time, the wrong parts were delivered. Our storage shed was filled with extra parts. The fifth time, the time for delivery was not the same for the delivery service as the time we were given. Finally, by the sixth delivery, the bed could be assembled.
We called Pottery Barn support frequently. We asked that a manager return our calls, and were promised that someone would call us back. No one ever called us back. I received a partial refund but felt Pottery Barn should return my entire payment.
I will never buy anything again from Pottery Barn. Beware of placing any orders with them. Customer Service is terrible.

I received a desk as a wedding gift, Logan Desk in Antique White. I also received several of the matching pieces for my office. The desk has 3 drawers and 1 large cabinet. The cabinet clearly has holes pre-drilled for shelves, yet the shelves aren't available. So, this cabinet is a waste of space. I complained to Pottery Barn that I needed these shelves, & they weren't helpful at all. Without exaggeration, I spent over an hour on the phone, which included 4 separate calls, because I kept being put on hold, got disconnected, and once the customer service rep. Hung up on me! I used to be a good customer, but today they lost me as a customer. It seems like something is going wrong there. They used to be very good on customer service. Even the wait time to speak to anyone there way too
Long. When I finally did get to speak with a person who was somewhat knowledgeable, they were abrupt and unapologetic and explained that 30 days had past so I was out of luck. I am more than disappointed but will take my business elsewhere. Definitely no longer recommend.