Pottery Barn

Ordered Maison barstools July 2024. Were supposed to be delivered in early November. Received message stating changing delivery to end of December. Then another email changing to February 2025. Then another email changed delivery date again to end of April 2025. And they will not return our money because they say it was a "Custom Order". It's not that custom because you have the item and the leather samples on your store. And over 9 months to fulfill an order is absolutely ridiculous. If you can't fulfill the order within the originally stated date then you shouldn't be taking orders for them and you should definitely give me a refund because you aren't delivering the item in a timely manner or with good faith. Never again will I order from them. And they are still taking orders for this item. Horrible customer service.

When Pottery Barn emails a return label there is no mention of a fee to use it. It appears free. It should clearly state that when used there is a cost and that this can be avoided by taking the item(s) to the store.
The products are very overpriced and co many cannot be purchased in the store. They should over free returns so a customer can try it at home without a huge penalty. The return shipping fees are very high.

I purchased 2 diffusers Ocean + Jasmine, Fireside Cinnamon, both were to come with the reeds/rods you insert into the bottle so the aroma can drift up and make your room smell nice. One was delivered from the store the other a vendor. Neither one has the reeds/rods, even though on the package it states contents fragrance bottle and rods. Called customer service and was told that the Fireside Cinnamon came from a vendor so they will reach out to them and it can be 7-10 days. Ocean + Jasmine was delivered overnight from the store no reeds/rods. I will be call customer service again. I want my reeds/rods that should of been with the 2 diffusers.

I am beyond disappointed with the Cayman Platform Bed! After only a couple of weeks, it started creaking – and not just a little, but loud enough to wake us up at night! It's been creaking for months now, and it's driving us insane.

I tried to return it within the 30-day window, only to be told that it couldn't be returned because it was "made to order." How is that possible when I didn't customize anything? This bed is sold as-is, yet they somehow used that as an excuse to keep my money.

This company is a scam! They market themselves as an upscale brand but deliver low-quality, poorly made products that don't even last a month before they start falling apart. Don't waste your money here – you'll regret it as much as I do!

Worst nightmare shopping with pottery barn. I used to be a fan but not anymore. I went to the store to get "pro design" services and the items that were ordered for me when they arrived they didn't look anything like the pictures. The fabric actually gave me a rash! I asked for return the next day after receiving them. The refund process was basically impossible. They don't have anything in stock on the floor in their stores anymore, then they act like those items were "made to order" and I couldn't get refund at all, weeks later I got Credit back to millions of gift cards that was sent to me day by day. Never again will I shop with them. And they still holding some of my money hostage. And we talking thousands. Some items are not even in the making yet and supposed to arrive in one month and they tell me I can't cancel them? I never experienced worse costumer service. So if you want spend thousands of dollars on stuff that don't look like their pictures, wait for months to get them, then fight for your money back which you will only get back after fighting and stressing for weeks in many many gift cards be my guest. I shop a lot at cb2 and never had any issues so far. Won't give pottery barn even a dollar more ever! They also pretended their stuff are made in Italy when it's all made in china and it looks like it!

##Buyer Beware## Purchased a bed, 2 night stands, 2 lamps, mattress, bedding, etc. Aug 10 was the delivery date before we made the purchase and it is the date on our receipt, after purchase. However, when you track the delivery... it now says November 15. I called to cancel the order and they cannot do it because it has already been submitted for assembly. I told them that it will not take over 3 months to assemble this furniture and I demand a refund. All to NO avail. Who does business like this?! I am beyond disgusted. Buyer beware!

We were told the product would be delivered to us in 3 weeks, now there is a further 2-3 weeks delay. The store manager told us it will arrive on time and we specifically told him we will only buy if it comes in in 3 weeks at the latest, he said "comfortably". Now we call customer service trying to find out and no one responds! The wait times are ridiculous and even when they pick up they hang up!

I purchased a king-sized classic down duvet insert from Pottery Barn, which unfortunately turned out to be defective -- the box stitching did not connect properly at the centers, and I didn't notice before I put it in my duvet cover. As a result, over time, the feathers inside the duvet shifted significantly, accumulating at the bottom and leaving other areas under-filled. This has made the duvet useless.

Despite numerous attempts to resolve this issue with Pottery Barn's customer service, including providing detailed evidence of the defect, I was not offered a refund or a replacement for the insert. This experience has been very disappointing, as it contradicts the high-quality standard and customer service I expected based on their marketing.

Buyer beware: if a defect is not immediately apparent, you will not receive support or resolution from Pottery Barn.

Purchased over $15,000 in furniture. Have issue with Big Sur couch made for Pottery Barn by Sutter. Feathers keep coming out and poking people when they use the couch. Pottery Barn said they will not repair or replace. I am done purchasing furniture from Potter Barn.

I ordered a men toiletry bag with monogram. Received the item without it 3 days before Christmas. Called customer services, was told would get a call back- nothing. Currently on the phone with customer service trying to talk to a supervisor - got over an hour. They are giving me a run around. Horrible customer service. Assuming I will not get my item before Christmas, and never ordering from Pottery Barn again.

My first and last experience with Pottery Barn was disappointing to say the least. We had ordered a table back in November 2023 that would serve a very specific purpose to display a piece of art. Our first ETA was for December 7th 2023. After many weeks of waiting we gave them a call around January 10th wondering where it was since it's shipping label was created, and they told us the table was stuck in customs. Now, two weeks later, they sent us an emailing updating us that the table was out of stock and would not be shipped until April 7th at the earliest. Sincerely disappointed and would not recommend anyone order anything from them, it was a $400 table btw…

Ordered two lanterns for my son's birthday, only one arrived and it came damaged and scratched up. They were very expensive and I cannot believe pottery barn does not have quality control on their merchandise. I was on the phone with them for two hours trying to get this resolved. Now I have to go through the hassle of returning without receiving the 2nd one. Awful way to do business

I was sent alternate bedding items for an online order and charged for them. The nearest Pottery Barn is 4 hours away from my home, so I called twice for return labels but never received one. I then cancelled the rest of my orders and was refunded on an unsent order. Thirty days later, Pottery Barn charged my credit card and sent it to me anyway. The quilt they sent was clearly used and dirty; it looked like it was picked up off a floor and boxed. I was never refunded and Pottery Barn overturned my cc disputes at my bank by showing the original online orders. If you must, pay cash at store for merch and stay away from ordering anything you can't take with you.

I was given a very soft throw from Potterybarn for Christmas. I have washed it over and over and over again and can not get all the fuzz off of it. The lint gets all over all the other clothes I wash in my washer/dryer. I get the fuzz all over my face from the fuzz that remains on the clothes and towels I wash separately. Potterybarn will not help me because it was a gift. I don't want to ask the person who bought it for a receipt. It does have a Potterybarn label on the throw. I do not recommend their throws.

I bought 3 lamps from Pottery Barn, one floor lamp and two table lamps. All were the Fallon forged iron lamps. Two of the three are bad! Their customer service is absolutely useless! I've been on hold for 45 minutes now and have gotten nowhere! This floor lamp that was broken and replaced weighs about 75-100 lbs. We cannot take it to UPS, so asked for a pick up. I have now had the lamp--9 foot long box--in my apartment hallway for 10 days. Now they deny that they promised pickup--TWICE over that 10 day period we've waited! I will NEVER buy from Pottery Barn again, and I'm hoping others take this advice!

Elaine Morgan

Ordered a $1000 upholstered headboard in early Dec 2017 and got it finally delivered in mid Jan 2018, unfortunately with the wrong fabric/color. Despite multiple calls, bouncing around and follow-up emails with PB customer service, I still haven't got a replacement one month later. All they can tell is they have reported the issue to the vendor and it has to get thru their Quality Team before a replacement can be made. It has been 2.5 months now since I placed the order but no one could assure me when I will be getting the correct product that I ordered. Really bad customer service experience that is not commensurate with the brand name of Pottery Barn and its high end products.

Ordered an ottoman July 14 2021. First ship date was Sept. 2021 every month my delivery date mysterious changes. I don't receive any communication from them. Apparently, I'm just supposed to keep checking. I have asked them to refund my shipping charge as this is completely unacceptable yet they simply can't help me in any way. I feel sorry for their employees. I will never order products from Pottery Barn again. Such a shame they can't stand behind their brand.

A table that was supposed to be delivered six weeks ago was lost in transit. I spent hours waiting on hold with customer service four weeks in a row trying to track down what had happened. I was promised four times that someone would contact me in 3 to 5 business days. No one ever contacted me. I finally found out when I called to cancel the order completely that they had lost it and discovered they had no inventory but rather than let me know that they just kept pushing back the delivery date. They knowingly charged the full price of an item that they literally no longer had and did nothing to contact me. Now I'm stuck with an area rug and dining chairs that were purchased to coordinate with a table that I will not be getting. It's too late to return those items that came on time.

One of the wooden supports under my sofa cracked after I simply sat down one night. I am a 185 lb man. I paid over $2300 for this couch, and my seat now sinks to such an angle, the low back discomfort makes it intolerable. We spoke with them twice on the phone. They said they will not fix it or pay to fix it. I'm adding photos from both sides to show the size of the crack, and the obviously weak piece of wood they used as a support.

Want to pay extra for long waits, diminished quality, and really bad customer service? Shop at pottery barn. Over the last 20 years, I have purchased a lot of pottery barn furniture/toys/home decor. This past summer, I ordered living room and bedroom furniture. Everything comes branded William Sonoma. Quality is not the same. Be prepared to wait and wait and wait. Do not expect them to honor delivery appointments. Perfect formula for losing customers.