Pottery Barn

I ordered my York Pottery barn deep seat sofa January 11,2022 I was given a delivery date of June 10 then it moved to July then it moved to August. I got an email stating it was at the warehouse in Nashville Tennessee June 25. They gave me a delivery date of August 18. Stating that I lived to remote. I paid the same shipping as everyone else but they delayed me further despite the fact that I live in a town of 65,000 people in right off I 75 interstate. Doesn't make sense to me. I get furniture deliveries all the time. So this is not remote. On August 18 I was fully prepared for the delivery and cleared the old couch away and then they never showed up. When I called they were closed. The next morning I called and they said the best they can do is two weeks later again! August 31! I tried to talk to a supervisor at the Fidelitone scheduling number and they are unable to help you any further than just emailing the distribution center. Instead of trying to turn around and make sure they deliver immediately to who they missed they just put you at the end of the line. I was told "we have no date hopefully they can figure out the next time they come to your area." It is beyond frustrating and they can say sorry but they don't try to make up for their lack of efficient delivery and communication with the distribution center by delivering items they have received first. Nor do they try to schedule what they missed immediately.
By the way, I've already paid for the couch in full and still do not have anything to show for it. It is ridiculous I would never order from Pottery barn again based on their delivery and I highly recommend you to look elsewhere for any furniture needs.

Our terrible experience with pottery barn started several months ago when we ordered two large shelves from them. When the order arrived, we received one shelf and one very large outdoor lounge chair cushion. I called them because they shipped us an entirely incorrect item, rather than the second shelf. They said they would ship out the correct shelf to us. We wait weeks and nothing arrives. We call customer service again and they say they wont ship the shelf until we ship back the large outdoor lounge cushion. I told them it is a very large box, and I'm unable to transport it to a shipping facility. The agent was extremely rude and basically told me to figure it out. I was very upset because this was THEIR mistake. They shipped the completely incorrect item to me, they should be rectifying it rather than holding my correct purchase hostage until I correct their mistake. Fast forward several months and we decide to order an outdoor dining table and chairs from them (I should have learned my lesson the first time). We specifically filtered on their site by "In stock and ready to ship" because we wanted the items in time for my daughters 1st birthday party. Well, every time we check, the delivery date keeps getting pushed out. We're now at the point where the delivery date is ~3 months after it originally said it would be delivered. We call customer service and they say they'll expedite what they can. Yesterday, we receive the cushion covers to the chairs (still no actual furniture) and the covers are the wrong color, they are not the color we ordered. We are just extremely frustrated with Pottery Barn. For how expensive their products are, I'd expect stellar delivery and customer experience. We recently ordered a dining room table from Restoration Hardware and had a very positive experience with them. We will be cancelled our order with Pottery Barn and going through RH for all our furniture needs in the future.

Pottery Barn is ridiculously expensive for the worst customer service I've ever dealt with. I don't usually write reviews and tend to give people the benefit of the doubt, but this is another level of bad business. Their furniture white glove delivery service is a mess. Among the many problems including delivering damaged pieces (twice), running out of time to deliver in a day, not ringing the doorbell to tell us they arrived, not having enough movers to lift a piece of furniture, etc. I had to schedule and reschedule for delivery 8 times. That is 8 Saturdays sitting around for a window of time that they deliver.
When calling customer service to be compensated for this, they kept telling me I had to wait until the order was complete, so I did. For an order that was made in November, the order was finally complete in May... after 8 delivery attempts! I figured I could finally call and be compensated for this fiasco, but nope... the customer service was also awful to deal with as well.
I had to sit on the phone for hours asking for compensation after being told no over and over again. Finally, they said their policy was to get 10% for delivery inconveniences. They agreed to the reimbursement to my card. I check my card a week or so later and they didn't give 10% on the full order! Only on two of the four pieces even though every piece had an issue. Not to mention, just give the 10% on the whole order because your customer is so unhappy with the service! I call back and am on my phone for another hour. Now they give me 10% on one more piece, but not the fourth item. Make it make sense.
Their stuff is beautiful, but they are a terrible company to work with and after I complete my silverware set, I will never buy another item from this store.
OH! One more thing. If you have a registry with them and a friend or family member buys you a gift that is no longer in stock, they won't tell you about it. They will just take their money and if you don't check to see that someone bought the item but you never got it, they won't notify you about it. I think that is called stealing.

I have been a Pottery Barn (and PB Teen/kids) account holder for a long time now.
First off: they eliminated their customer review of items feature a few years ago. I think that I know why.
The quality of the things they sell seems to have gone down, overall. Various issues like tarnished mirrors, poorly made linens, etc. I have received and returned several items that seemed to be of considerably less quality than, say, Target. Not everything, but definitely a noticeable and declining focus on quality.
I DO like their personalization options... however, I ordered a personalized item for Christmas last year that arrived with a completely wrong name, and was refunded only part of the cost and none of the shipping cost. Because of the overall quality of the actual item, i declined their offer to send another with the correct name.

Pottery Barn Teen has a wholly different web site and sign in process, which I find quite odd. They do, however, honor the same credit card & bonus system.

Unlike so many of the other reviewers, I have no complaints with their customer service agents. All have been polite, expressed what sounded like a true desire to assist, and they are Americans who speak English clearly. That goes a very long way in my book. There is just so much that they can do, however.
The 10% coupon towards a future purchase that you receive at each $250 interval sounds nice, but when you consider the often quite elevated price you are paying, it really isn't a benefit. Also, they expire relatively quickly and you must have a hard copy of the coupon in order to use it. (Unless there is some magic link that I havent found... but if so it is very elusive)
You are charged the full price at purchase and instructed that your coupon will be reflected on your bill later.
Their billing and payment system seems quite out dated for such a large company.

Overall, I would say that they do still carry some nice items but you are on your own with discerning which items aren't sub-par and should be aware of exact refund policies before ordering. Those policies can vary by the item, so proceed carefully.

I am not closing my account just yet. Hopefully they will listen and improve. They used to be so reliably good!

Cant even leave a star (but they made me do 1 star - this company doesn't even deserve that) I had such high hopes for this company but apparently whomever is in charge is a MORON. I ordered a lot of furniture (after doing hours of research), waited three months (it was in their shipping warehouse the whole time, nobody bothered to call me) after 3 months and family members sleeping on blow up mattresses (once again, paid a lot - this isn't Walmart), I called, they said its been ready for a while, they would deliver ASAP. Delivery was 5 hours late and they got to my driveway but would not deliver (even though they are in a big truck) because there is snow on the driveway (it gets plowed everyday but there is snow packed on the driveway). Yes, I live in a ski/snow community, guess what, IT SNOWS! So Pottery Barn, a huge company, cant even figure out how to deliver furniture to a snow community, wow, even the federal government (USPS) can deliver to me in their small jeeps/cars, go figure! So if you want to buy furniture at any company these people own...GO SOMEWHERE ELSE. I also want to do full disclosure, I did get a full refund but sorry that is not enough for what they put me through, very very disappointed. SERIOUSLY...GO SOMEWHERE ELSE!

Once again, Pottery Barn is living up to its reputation. I ordered a diningroom set that was a little under $10,000.00 last June. It was the worst furniturebuying experience I ever had. Lies after lies and terrible customer service. Their delivery department is a joke. But …. Finally got the whole set delivered and, believe me, the furniture quality, especially the upholstered furniture has drastically gone down in quality.
Since I charged the furniture, I had credits that I could use towards other purchases. What a joke, I ordered an area rug that was supposed to be delivered in March. Then, without notification, that was pushed to April 3. Today, I checked again, now it's been pushed to April 16. Again, no notification. DO NOT BUY ANYTHING FROM THIS COMPANY. YOU WILL REGRET IT. TERRIBLE CUSTOMER SERVICE, TERRIBLE WORKMANSHIP. GO TO ANY OTHER FURNITURE COMPANY, YOU WILL BE MUCH HAPPIER. I would give zero stars but, no surprising, Pottery Barn makes you give a star in order to get your message out there to the public

I ordered a king size square wood platform bed online in December '21 for $670. I paid $199 for shipping, and it arrived in February '22. Pottery barn gets a pass on the late delivery due to the timing - shipping was delayed no matter what you ordered or where it came from at that time. The bed was easy to assemble and the new Novaform mattress fit well. It was slept on by 2 people whose total weight is about 260 lbs approximately 8 nights a month. In April '23 we moved the bed to a different corner of the room. The screws in the center legs bent and the legs popped out from just scooting the bed across the floor about 6 feet. The anchor hardware was ripped out of the center beam, which causes it to crack. There was nothing the legs got caught on; this was just from the pressure of scooting the bed across the floor. I contacted Pottery Barn twice about this and asked if I could buy a replacement beam and legs. The best they offered was a link to furnituremedic.com. When you call this company you're prompted to enter your zip code. If they don't service your area, the call just disconnects. After trying a few random zip codes and finally making contact, I discovered they don't sell parts, they just fix your broken furniture for you and you have to bring it in.

For a piece sold as a DIY assembly, it would be simple for Pottery Barn to offer parts. Ikea does this. I thought a purchase from Pottery Barn would be an upgrade, but I was wrong. My similarly designed, $250 Ikea king bed has been through multiple moves, has been tested up to 500 lbs, jumped on, and is sturdy as ever. If a piece ever breaks, I know Ikea will sell me a replacement at a reasonable cost. Don't be fooled by Pottery Barn's sleek marketing - their furniture is low value compared to less expensive self-assembly companies.

Have placed 3 separate online orders over the last year and pottery barn has messed up each one. The sad part is they take no ownership of their incompetence and do not care. First, they delivered the barstools we ordered and after waiting 8 months 3 of the 4 were correct but the 4th was a completely different stool. Still waiting 3 months later for the 4th matching stool. The second delivery of 2 dining room end chairs waited over 6 months and the excuse was they were sitting at the delivery location but for 2 months they had nobody to take from shipping to deliver. The final and most amusing of all is they delivered our new bed on Feb 14th after again waiting for 2 months after the confirmed delivery date and multiple chasing calls. The bed looks great but the lats delivered that support the box spring were the incorrect size, therefore, the mattress is on the floor. They promised to send it within 10 days and after multiple more calls from me, they now inform us they cannot deliver to the shipping company until March 16th. From there they will need to be taken from the shipping container and then delivered. God only knows when we will receive. It is I who have to constantly chase them. PotteryBarn you have lost a customer who over the past 5 years has spent upward of $30k. I will take my business elsewhere.

Pottery Barn does not have military discounts and free shipping. Not good. Terrible. Horrible customer service

I recently made 2 separate online orders totaling $608. I have a Pottery Barn credit card which has rewards and special financing. They have special financing for orders $750 and over. I called customer service to see if they could combine the orders to apply the special financing. I was told THAT IF I MADE ANOTHER PURCHASE TO HAVE IT TOTAL OUT TO $750 they would apply the special financing. Thats exactly what I did and when I called back I was informed that it couldnt be done. I was told I would speak with a manager to try to resolve it. The manager told me I could cancel everything and repurchase the merchandise. I then asked if my coupon would be applied once the new transaction was done and she said No. That I would be benefiting from the special financing. I told her I wanted my coupon to be applied and special financing since if I would have made the purchase all together and used my coupon I would still be able to use my credit card. This made me very upset and disappointed that they wouldnt accommodate the mistake that was done on there part. I wanted to cancel the whole order, which she told me I could. I spoke with someone else and was told I couldnt cancel the order, but only one item that was on the order. Ive been provided with misleading information from the beginning. Now I have to receive the merchandise and then return it once it arrives. Im so disappointed.

This is the worse company I ever had the displeasure of dealing with. I would give negative stars if I could.
I ordered a desk from them in April and they shipped me half the desk 2 months later and could not tell me where the other 1/2 (top of the desk) was after calling them and texting with them repeatedly. The top of the desk showed shipped in their web site and it stayed in that status for 2 months and they could not tell me where the item was. I had to repeatedly call them to get a status and all they could tell me was it shows shipped but we need to put in a ticket to locate it. I asked for a tracking # and they said they don't provide one. What is worse is that I was lied to repeatedly when I asked for a status. It seems they were making stuff up cause they did not have a good answer. Finally, on July 21, I get a text saying they are delivering my desk top on that day only to receive another text later saying they are cancelling the delivery due to truck malfunction. I called the same day to ask when they are going to deliver it and they told me it would be delivered on July 26, but I get no text on July 26. I call again and they tell me that they didn't schedule the delivery and that they can deliver it on August 1st. I asked to speak to a manager - and good luck with that experience if you ever need to speak to one - on hold for 45 minutes and got disconnected. Horrible experience. Worse company I ever had the displeasure of dealing with. Horrible way to track their packages, horrible delivery process, and horrible customer service people. What customer service, really? It doesn't exist at this company. I cancelled all my other orders due to this experience because I simply do not have the time to chase them down for my orders, and I do not need the aggravation. Oh, and when I called to cancel an order that they haven't built, which I understand is custom, but they haven't even built per the info in their web site and that will be shipped in October / November, they told me I cannot cancel it because it is custom. Really? Well guess what Pottery Barn, I put a stop on that payment because I am not going to deal with you anymore.

For whatever it's worth I'm sending this to the president on down. It's my God-given voice.

Subject: Retail jobs. What I did to survive

Wrote this about Pottery Barn on Yelp. This is what I'm reduced to. Indeed. That after all my hard work and sacrifice, I should be down to $13.22 an hour part time reduced to the abuse and disrespect to which I was subjected is what I have to thank UCLA. Par for the course that no one listens nor cares how little highly experienced and educated Hispanic women count in overcrowded Southern California. My student debt is a noose around my neck. My UCLA MFA a death sentence.

The one Yelp check mark is for the Williams-Sonoma/Pottery Barn corporate culture of putting profits above employee safety or common sense civility. I was a loyal customer when money was more plentiful so I thought it would be fun try and make ends meet as a part time member of the Pasadena store team. To say that it was stressful it's an understatement it was also humiliating. There are some super hard-working store managers there who cannot be faulted. But one of the managers was a male tyrant who terrified and berated me publicly and put me to process boxes endlessly in their dank basement. I got really super sick, couldn't breathe, had to go to emergency and thought I would die.

And did you know that PB sales personnel are supposed to clean the store with a broom? Think about it. Pottery barn corporate made me feel of no value for who I am as a woman, nor for my hard-earned accomplishments -- my three-language fluency, my long established experience as an accredited professional screenwriter, my UCLA MFA in film and digital media studies 2012, my dedication to a brand I have had on display all over my historic Glendale home. No more.

Pottery Barn is a kind of $#*!ensian cargo ship. My family and I will forever stay away. Caveat emptor. But it is typical of all retail jobs and the only jobs an educated Hispanic woman can get.

Lied on delivery timing (5+ months) and said the sofa was made in Carolina when it is actually made in China!

Pottery Barn delivered me a vanity that was entirely different from the one that I ordered. (In the attached pictures, the white vanity is the one I received and the other one is the one I actually ordered. Challenge: Can you find even one commonality between the two?) The wrong vanity arrived while I was out of town (out of the country), so my contractor (who assumed that Pottery Barn was competent enough to send the product that the customer ordered) went ahead and installed it.

Now, I'm left with a major mess on my hands! First of all, I have to pay my contractor to uninstall the incorrect vanity. (Bonus: The wrong vanity didn't quite fit, so my contractor had to make other adjustments while installing it!) Then, I will have to wait (4-6 weeks!) for the correct vanity to show up. In the meantime, the large (incorrect) vanity will have to sit around in my small condo, taking up lots of space. Once the correct vanity shows up, I'll have to schedule time with my contractor (who will be largely booked during the next month) and then pay him to install it.

In exchange for all of the headaches that they're putting me through, Pottery Barn has offered to give me a 15% discount on my purchase. (How generous!) I find this offer to be insultingly low given that their incompetence directly increased the amount of money that I will owe my contractor and caused me to not have access to my primary bathroom for an additional 6+ weeks. Would any reasonable person accept $150 as compensation for 6+ weeks of delayed access to one's primary bathroom? (Hint: No.)

Unless Pottery Barn makes a much more generous compensation offer, I will never buy from them again.

If you're reading this review and thinking about buying something from Pottery Barn, I recommend that you look up customers' experiences with Pottery Barn on the internet. (There are tons of terrible accounts all over the place!) I also encourage you to reflect on Pottery Barn's decision to remove product/customer reviews from their website. Would a company do that if they took pride in their customer service?

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.

Don't order from here if you actually want your order delivered to you in the actual 3 "estimated date of delivery" e-mails they will send you nor the 6-12 weeks they claim takes for production (I waited 16 weeks). Don't order from here if you want the ACTUAL item you ordered to be delivered.

I purchased the customizable Sullivan Deep Seat Sofa with ottoman on Labor Day weekend (last week of August 2019). The first estimated delivery was Oct-Nov. Then an e-mail sent with a delayed delivery date of Nov-early Dec. No follow up until I e-mailed that finally said new delivery would be end of December. When I received the sofa on Dec 20 the ottoman was incorrect. I placed the order for what I thought was the deep seat slipcovered ottoman with an associate (the confirmation e-mail showed the correct photo attached to the incorrect item name that I was unaware of at the time) but received the deep seat sectional ottoman. [However, I was told in store that the corners would be all squared off like how I wanted even when I looked online and saw the photo on the website did not match and inquired about it when I placed the order!] When I reached out to customer service they pointed out the error in the image to the item name and did an order replacement for the correct item. I received another confirmation e-mail showing the correct item with delivery date of Feb-Mar. Today I receive the delivery and it is the same damn incorrect ottoman. I waited another 3 months to get delivered the incorrect ottoman for the SECOND time. For an order originally placed in August.

Aside from my initial encounter with the associate at the Pottery Barn store and the guys that deliver the furniture this company is a joke. You spend a couple grand at this place and this is the service you receive. Their "rush delivery" on this next go around will probably take another 3 months.

Customer service on the first e-mail when I complained about delay in delivery AND wrong item said they would compensate after the item is successfully delivered and everything is considered. Please read this damn review and tell me what else are you considering? I don't think there's a debate on how $#*!ty this order was processed.