Pottery Barn

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.

I usally don't write a review about any company, but I must share this review. I bought a painting from this company. They failed to deliver the painting by the estimated delivery date without giving me a prior notice. They pushed out the estimated delivery date four times, each time without any prior notice. I called like 20 times to find out the delivery status, and the customer servicer had no idea. I tried to cancel the order because I needed to order something else to meet my timeline, and they wouldn't let me cancel the order. They are holding my order in hostage, dictating the terms of the purcahse contract. How unfair is this? This is an abuse of corporate power by a big company like Pottery Barns against a powerless customer like me. I would never buy anything from this company so long as I live.

I wanted to leave a review on PB just because I would hate for anyone else to waste their money on this piece-we bought the Rhine vanity. In the pics it looks like a sexy piece of actual furniture, but it looks SO CHEAP in person that we were stunned. It looks and feels like textured plastic wood…so that was sad. But the worst part is that literally 24 hrs after we received it, the fronting/veneer started popping off peeling away from the face of the drawer edges. We couldn't believe it! Additionally, the height of the opening for the plumbing connection (and the size of the opening) make it impossible to easily attach to your pipes, even if you get a converter like a Snappy Trap. Total design fail. Annnnd it's been a huge harangue to get a return pick up scheduled for the piece. I had what I thought was great CS on the phone with creating the initial return but more than a week later when I called to check in and see when the item would be picked up, I spent an hour on the phone…was transferred 3 times, directed to call 3 separate numbers to wrong depts with huge hold times only to find out no one had scheduled a pick up. AT ALL. And the next window to come get the piece is OVER A MONTH AWAY. So we have a big vanity still in the middle of our living room. Really hoping for a positive outcome but I will never ever buy anything from PB again without seeing it first. Buyers beware…

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.

They don't care about their customers and totally don't listen. Called to talk to someone and was put on hold numerous times and received not satisfaction... Terrible

They take your money and don't deliver the product. They are corporate thieves and no one should ever, ever do business with any Williams and Sonoma Company.

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.

I ordered a pair of lamps. When I purchased them I confirmed with the sales person that the lamps included lamp shades. I was told they did. When I received the lamps the order was missing the shades. I confirmed on the Pottery Barn website that they did indeed include the shade. The lamp comes in 3 sizes and there is a description of what each size lamp accompanying shade is. I called PB to inquire where my lampshades were and after 30 minutes on hold I was told that the shades were NOT included. When I pointed out what was represented on their website I was put back on hold. I have now been on hold for nearly an hour with NO resolution. Prior to Christmas I ordered bedroom furniture and the dresser they sent me was damaged ( the drawers did not open and close) and it has taken weeks of waiting to get a replacement. Finally, while I was in store last week and noticed dishes that had been out of stock since December were now in stock. When I tried to purchase 8 place settings the manager walked up and snottily told me I could not purchase enough to make the 8 place settings even though the dishes were sitting on the shelves. She didn't offer any real solution. Thankfully another employee helped locate the balance of what I needed at another store. If I ran my company this way I would be out of business.

In February we order a sectional sofa with a delivery date of 12 weeks for April 2016. After 6 weeks we got a notification that the delivery was changed to May 2016. Then a week later it was changed again to June 2016. In May to our surprise we got another notification that the estimated delivery was the last two weeks in May. The tracking data was completely inaccurate. We called and were told that one piece not completed yet. When we expresses out disappointment, the customer service reps only response was, "You haven't paid for it yet". This was completely inappropriate. We entered into a contractural agreement with Pottery Barn and they have failed to follow through responsibility. I'm sure the fine print states they cannot be held to a delivery date. However, I get at least 7 emails a week from Pottery Barn for sales on items with 12 weeks delivery knowing perfectly well that they have no intention of delivering on time. I'm tired of hearing the excuse that it's the COVID-19 Pandemic. Too bad, determine the schedule of your products you should be out of business. Then again it's the customer's that control that, which is why I'm writing this review.

If I cancelled and went with someone else, I would be in the same situation. With my luck, the sectional will shipped, my credit card will be charged, it will arrive, with major problems and then I'll have to deal with that.

Pottery Barn, WAKE UP, and be responsible to your customers. If it's going to take 6 months say 6 months, if it's 9 months, say 9 months. Don't lead us on.

Just have to share how happy I have been with potterybarn. Whether it's dot com or in the retail store these people seem to have the formula for keeping customers happy without compromise. Been shopping here for more than 20 years with not one negative experience. The rep I dealt with today went out of her way to get me a price adjustment. Although they have a new policy where customer would have to actually return an item then re-purchase at new price; Has not always been this way. Prior to, you could just call CS and adjustment would be made if price drop occurred within 14 days, no return was necessary. I was annoyed to learn they changed the policy because there were several items from my order that went cheaper right after I purchased. But the rep totally empathized with me, grand fathered me in as loyal customer. This totally turned my sad face to happy and resulted in a credit of nearly $40. Now we all know many retailers would tell you policy changed, end of story. For PB to make an exception for little ole me as a CS gesture is impressive. They care about service and loyalty. If you are budget conscious, don't underestimate the power of a price adjustment. Rarely any retailers advertise this, but most will do it so take advantage. I call this the unadvertised rebate. Thumbs up Pottery Barn!

I called Potterybarn customer service about a year after purchasing the Lucy Coat rack (2021) to state the coat rack started splintering on the middle shaft. They did nothing for me. Fast forward to 2023 and the coat rack has completely snapped and rendered useless after I tightened the top shaft.

I reached back out to customer service again for help. They did nothing. They kept insisting how "old" my product was. This was reiterated several times by two customer service reps. ("Old") Can you believe this? The coat rack is only 3.5 years! After 1.5 years I was already experiencing an issue!

The rack is now $100 more expensive. Unreal. They offered me a 10% discount since I had called earlier to complain about the product quality. To me, this is unacceptable. The rack isn't being used all year round because it holds coats. But after 3.5years the product is done? It's defective.

I asked for a price match to the initial price of the coat rack - Nope
I asked for perhaps a bigger discount - Nope
I asked to be escalated to management - Nope

Potterybarn does not stand by their quality of product
Potterybarn does not stand by their customers
Potterybarn does not care.

My Pottery Barn experience has been miserable. I ordered a set of outdoor porch furniture. Each took nearly 30 minutes to assemble, luckily I had the right tools, pity a person without a ratchet driver for the Allen wrenches. Two of the receiving nuts on two of the chairs were sunk in too deep so could not set the screw. Pottery Barn was unwilling or unable to send just the replacement parts, wanted me to dissassemble and return entire chairs - huge task, wasteful. I jerry rigged them instead. Then, they sent 4 sets of cushions for one chair. I had to repackage, because their packaging had fallen apart before arrival, and send back three sets of cushions. Pottery Barn wouldn't allow me to have UPS pick up, I had to borrow a bigger vehicle to get the big boxes to the UPS store. Then, they only refunded two of the three. I have had 6 or 7 conversations with customer service through all of this. Each has taken 10-20 minutes, and I still haven't received a full refund for the cushions I returned. Every single step of the process was time consuming and unsatisfactory.

I made a call to PB customer service today. I spoke with a supervisor, Courtney, who was extremely unhelpful. I had been waiting 2 hours on the phone before a representative came on the line and there was a very unsatisfying resolution to the problem. A purchase that was made 8 days ago, could not be price adjusted to the new sale price. The only resolution was a $13.00 mailed gift card. A gift card that could not be emailed so that I could use for a purchase of $93.96, which I now have cancelled. I am extremely disappointed in the lack of up to date technology and customer service. An accommodating company would return and repurchase at the cheaper price. I thought Pottery Barn was a large and prestigious merchandiser but I was wrong. Pottery Barn is quite deficient in customer service and helpfulness. I would think a company like Pottery Barn would be more advanced than Target but I guess not. Well thank you for saving me the money. I will now take the money I would have spent at your company to Target which has better customer service and accommodations.

I purchased the Elliot Shelter Upholstered Headboard, King, Performance Heathered Tweed Pebble. I was told it was a Custom Order so it took 6 months to get. When it arrived the gentlemen delivering the bed did not speak English, their dialect was so thick my husband could not understand them. They did not mount the new Headboard to the bed they just stood it up behind it. When asked why it wasn't mounted the only word my husband could understand was "screws". I don't think they had screws. But I paid $200 to have this bed white glove installed. The second issue was the headboard did not "hug" the bed in fact there is a 7 inch space between the side rail of the bed and the bed itself. The bed measures correctly for a King Size bed and the Headboard I ordered was for a King. I called Pottery Barn right away and explained that the gap is just not right, they offered me only the $200 delivery fee since it wasn't installed properly. I'm thinking it could not be installed properly because the size is not correct. They offered to send another but said it would most likely have the same result at which time I would have to choose a different bed all together. The replacement would take another 5 months to arrive. This is a less than acceptable situation. Paying over $1,300 I can tell you this will be my last Pottery Barn purchased after decorating 2 homes.

So far this is the worst experience when buying furniture and good luck to all of you if you need your items to be delivered. Pottery Barn has the worst customer service that I have experienced (this is no exaggeration). Pottery Barn has hundreds of horrible complaints.
I ordered a bed for my daughter on January 16th. If I just had the chance to read all these complaints I would have never went to the store. I have made multiple calls and waited for more than 30 minutes each time. Finally, after almost two months I had the Honor to talk to a Customer Care Leadership (I can go hours elaborating on the meaning of this title for Pottery Barn). The Customer Care Leadership told me that she we take care of anything five days ago. You guessed it right, I have not heard from them since. Now lets make the math, today is April 3rd, I have not heard of any update from them, and calling them is as useless as that Customer Care Leadership title. I think it is time for a refund. Please Pottery Barn Customer Care Leadership do not answer this post with a Very Sincere apology, just stop doing this to your new clients, the old ones will never comeback.

I placed several orders (in the $1,000s++) in October and all of the time lines for my pieces were on target for us to receive them when we got into our new house and welcomed our family for the holidays. Four weeks after I placed my order i got my first call from PB Logistics that the chairs I ordered are discontinued and they did not offer any replacement options. Then 5 weeks after I placed my order I got an email that they had issues with my kitchen table and now they are expecting it to get to me by mid February and again they did not offer any replacement options. Then yesterday I got a call that my two couches and bed frame were shipped out last week and my credit card was of course charged - YET - when the truck arrived to NC they only had slipcovers - NO couches - and the bed frame did not have any sideboards or mattress slats! They went on to say that my couches would not be available now until mid March! What? Now my family is coming for Christmas and I am borrowing furniture from friends - getting fold out chairs... unacceptable and they offer NO solutions - they charged my card and when I try to get a hold of a supervisor to help I am typically on hold for 30-35 minutes each time... how does this company stay in business?

I ordered a bedroom set for my son on sale last year. August to be precise. The set was on sale, and that's what nudged me to buy it, even though my honest impression of their products is that the quality can be questionable. I was promised delivery between September and October (October 1st was the last date they had given me). October came and went with no notice and no delivery. I finally went online to see what was wrong and the new date was listed as February. I couldn't believe it. I called customer service right away and complained, and the representative was appalled as well--they couldn't understand why I wasn't notified, but as far as they could tell, that was the only date they had. We waited months for that set and it finally arrived mid January. The "white glove" delivery left much to be desired as I found a nick in one of my walls as well as the furniture itself after they left. I wanted to write this review so that others could find it and understand that their problems with this company aren't alone. This wasn't a matter of underestimating demand at the holidays, this was an absolute bait and switch when it came to the date. They offered nothing for my wait time. Had I found anything comparable, I would have cancelled the order. Pottery Barn is one of the only large companies out there that doesn't provide reviews of their items on their website, and with good reason. If people were allowed to share their experiences, they would be out of business. Avoid at all costs.

We have been long-standing PB customers but have recently noticed a troubling gap in competence due to a poor link between PB's stores and online/corporate operations. My wife and I bought the Comfort Roll Arm Slip Covered Sofa sofa for our living room several months ago and were talked into a certain fabric and color by a Burlington, MA sales associate who assured us it was a classic material/color that PB always carried. We recently went to order a matching love seat only to find out that they have stopped carrying the fabric we were talked into. When this was raised with customer service, they responded by suggesting fabrics and colors that would be the "closest match" to what we already have (I doubt having 2 pieces of furniture in ALMOST the same color is a winning interior design philosophy). We now have the choice between having two couches in our living room with slightly different colors, or spending north of $500 on a matching (non-returnable) slip cover for the sofa. There is little incentive at this point to continue considering the matching love seat or shopping at PB in the future.