Pottery Barn Reviews

I ordered a bed on Dec 11 and it was supposed to come in Feb. It was "delivered" on April 15th. However, the specs did not match what I was given when I bought it and it had manufacturing defects so it could not be assembled. They had to take it back. When they ordered the replacement they told me I have to wit until mid-Aug to get the bed. I spent hours on the phone today and they kept bouncing me between delivery and furniture depts. Nobody takes responsibility and they blame a third party that I should contact. Pottery Barn retains my $3,645 for a bed for over 8 months until they can deliver something to me. They should not be allowed to do this and their customer service practices should be improved. I would NEVER buy another thing from them. They don'. T value their customers

I ordered a $1,200 (when including the ridiculously substandard shipping) rug from Pottery Barn.

Pottery Barn claims that the rug was delivered and left on the sidewalk in front of my home in Baltimore City! I was at home all day on the alleged date of delivery and there was not so much as a knock on my door.

I guess leaving expensive items on a heavily trafficked sidewalk without knocking on the door of the delivery address is standard practice for Pottery Barn and their delivery partners because they refuse to replace the rug or issue a refund. POTTERY BARN WILL RIP YOU OFF. DO NOT DO BUSINESS WITH THEM.

After calling multiple times about a missing order placed in November, I was told I hadn't paid for my items. (Which was not true) Once the "hold" was resolved after 4 months of waiting, the chairs arrived a few days later and didn't even make it through one meal.

I have had a horrifying experience with Pottery Barn Kids, I ordered a chair and ottoman in October which was promised for delivery in December. Despite my attempt to cancel the order upon the first notification of delay, they refused. At the time I ordered it, they charged me in full for the two items. After delaying the order again, they charged me again for the items. Not only have I paid twice, but I haven't received any merchandise and it is now February. I am beyond disgust and see my only options as filing a lawsuit against them.

Zero stars. Waste of time. I purchased a bed in August of 2020. After months of date push backs, frustration and useless calls to Pottery Barn Customer Service I was told today- February 2,2021 that the bed was "over sold" and will "never be coming". They took zero accountability for this poor experience and offered me nothing more than help finding an in-stock item. How absolutely disappointing. I could have been saved months of waiting for my perfect item if one of the several people who I have spoken to since October said this to me. They strung me a long and blamed it on covid and were insincerely apologetic when I lost my temper. Do your homework before shopping here. Apparently, I bought a third party item that had been over sold and they not only let me buy it instead of saying it was out of stock, but they let me call for months and wait around like a fool and never tried to make it up in any way.

I bought 4 Riviera Striped Linen/Cotton Rod Pocket Curtains. 2 are 84" as stated, but 2 are 86" and drag on the floor. You lose, they say.

I have been a loyal customer to PB for years, making regular large and small purchases, and have always considered their customer service standards to be very high- until recently. I ordered a sofa from the in August 2019, and subsequently received email after email pushing back potential delivery date. After 3 months I started to become annoyed with the situation and called customer service. Each month when I called (we made it to almost 6 months total post-ordering!) I was told the same thing..."we are waiting for one piece of the sofa to come in, sorry"..."I'll send an email to our shipping carrier and follow up personally on the matter." I NEVER heard back from a single customer service agent in follow-up as promised. Finally, again after nearly 6 months of waiting for my sofa and having just received a fresh email stating another 3-4 week delay in potential delivery, I made yet another call to customer service. This time I requested immediately to speak with a supervisor- after waiting nearly 40 minutes to speak with a 'lead', he comes on the line with an attitude towards me and says the same thing I have been told for the last 3 months ("I'll send an email to the shipping dept, that's all I can do")... offering no assistance, apology, or solution to the problem. When I responded with an understandably frustrated tone, stating that I wanted to cancel the order due to this unacceptable level of customer service and that I would like an email with written proof of him stating that I would get a refund 'once the other part got to the shipping warehouse" (sorry, at this point I had no faith in this team of cust service reps and wanted written proof)... but rather than James taking the 10 seconds to send me the requested email, I was told that I was "not giving him incentive " to send me said email! I have no words.
I will never again make a purchase from this company, out of principal at this point. It seems customer service is dead, and I for one am choosing small over big and WILL find a company that cares about it's customers again. Save yourself the hassle and find a different company yourself.

Excellent communication Great customer service!!!!!!!!! would like to top rate the service given by this company He helped me by keeping conversation until the problem is solved I bought two deluxe camping chairs.. Took almost a month to get. Only to find out that they were not the ones I bought. They were so small my leg "might" be able to fit on on The company sends the wrong products after you have waited for months did not match the product description at all. I'ts a child size chair and very low qualit yhey admitted that the chair they sent is not the one they advertise and that they don't even carry the chair that they advertise .Managed to get refund i went the Instagram , facebook i do research about the customer support number finally i got the number which was Plus 1-Eight four five seven nine five three zero nine nine -when my line was connected they helped me some with instructions so that i can return nasty back and initiated my money to me, at first I thought whether they will really help me or it’s a scam but after I confirmed with my bank I was relaxed .Great service he expedited things quickly and professionally. customer service helped to resolve the problem

Same issues so many people have noted with Pottery Barn delivery. I ordered $4,000 worth of furniture for my guest/office room. First I find out the sales person never placed the order as promised, then I find out the "in stock - ready for delivery" items were not in stock. Finally 3 of the 4 pieces arrive, but they are waiting for the 4th before making deliver...I think not...split the delivery. So, I received the 3 pieces, then come to find out the 4th "in stock" piece is backordered, but it will be delivered by December 23. In online tracking and speaking with customer service I find out the cabinet is on its way from Bresleton, GA, the warehouse, to Pompano, FL, the delivery hub for our area. Now folks, this is a 9 hour drive. Appears it's being delivered by bicycle, since it's been on the road now for 6 days. Icing on cake, they now push the delivery window out 2 weeks to January 6th. Paid in full for the 3 items that were delivered; this 4th item is on my charge which has a closing date of December 24th. Will contact AmEx and ask them to hold back this payment to PB until the furniture is delivered. Customer service people try hard, but they are working for a company that is just looking at their bottom line, not giving a care about making empty promises. BTW, someone who also experienced difficulties with PB told me a customer service rep said they tell customers items are in stock when they really aren't. Apparently when PB accumulates sufficient orders to make ordering from the manufacturer more profitable, that's when the process begins. So, you can see why some furniture items can be delayed for such an extended period of time.

There is a reason PB doesn't offer customer reviews of products or service. They'd be out of business. Ordered a centerpiece due to be delivered six weeks ago. Finally called today after not receiving and was told they can't refund it because it's sold and fulfilled by a third-party. I paid PB so it's not my problem nor can I solve it for them as I don't know who their vendor is. Further, in the same order I paid $600 for another product not worth $20. I can't warn others as they don't provide reviews or ratings. I didn't return it yet but coupled with the terrible CS today, I will not be buying from PB again. They want to charge money for holiday items six weeks beyond their own ETA with no other delivery info. I asked for a supervisor on the phone and was told that isn't possible. This brand is dead to me, lol. (but seriously, it is).

Pottery Barn sends emails saying your items have been delivered when they have not. It's now been two weeks on in-stock items I ordered. They were shipped separately and they've sent me emails saying they've been delivered and I still don't have them. Customer service says the emails just mean they've been delivered to a post office. One item was supposedly "delivered" five days ago and I still don't have it. PB doesn't allow reviews on their site and now I know why. I understand it's a busy time of year, but I haven't had issues with any other retailer.

Basicly the same story as the previous review! Only I never received an answer about my order, just lies about when I would receive the order.

I ordered a bed Sept 6 and it keeps getting pushed out a month at a time. They dont call or inform you I keep checking tracking. It's now has a tenative date of Jan 14. I guess they want to continue to secure business during covid and not inform their customers. So disappointed :(

NEVER BUY FURNITURE from Pottery Barn. I purchase a livingroom set and waited three months for it. Once the delivery people came they informed me that they couldn't find my couch. So I call Pottery Barn and get the runaround for a week on whats going on and now they are saying I have to wait another three months for them to remake it. They are not offering to rush on the order or a discount for having to wait what will be 6 months.

I will never shop here after this experience. You spend so much money and you get crappy customer service.

I never write bad reviews, ever. However, desperate times call for desperate measures. In July my bed broke and after a while of searching for a replacement online, I found a bed on Pottery Barn that I liked. I placed the order in August and the estimated arrival was October, which already seemed pretty far away. Finally, after months of waiting, October rolled around, and still no bed. We tracked the order, and it said it would arrive the next month. So, we waited and when November came, there was still no bed. This has been the same story every month, and every time we talk to the customer service they tell us "it will arrive next week". I have been sleeping on the floor for half a year, and they have already charged my card for a bed that hasn't arrived. I understand that Covid interferes with this, but a friend of mine ordered a bed from a different company 3 weeks ago and his arrived yesterday. Angry doesn't even cover what I am feeling right now, and believe me I will not shop here again.

The sofa I ordered last summer came two months after promised delivery date. The quality is so bad - the leather feels cheap even though I ordered the vintage line leather that was one of the most expensive choices.
The rug I ordered a month ago that was supposed to be delivered within two weeks is still in Ordered status. Called Customer Service twice, no one had any clue about changed dates or had any real updates.
Will never buy from this company again.

I ordered a chair over a month ago, they’ve changed the shipping date multiple times. I’m about to move and have no idea when this stupid chair will come and I may not even live there. They won’t cancel or hold my order and the customer service agents are the rudest people ever. All these reviews are spot on and exactly what I experienced

Ordered two 9x12 area rugs Sept 7 which were "in stock and ready to be delivered." Pottery Barn has been unable to find the rugs for the last month (they were on a "truck" coming from New Jersey more than a month ago.) They "found" one a week ago and set up a delivery day and two hour window for today but now say the delivery co says this rug is also lost like the other one and cannot deliver it. In addition, online my order now says BOTH OF THESE RUGS HAVE BEEN DELIVERED which they have not and I have been charged for these rugs. I've called dozens of times through my five changed delivery windows, NO ONE EVER GETS BACK TO ME AS THEY PROMISE THEY WILL and I've spent at least 40 hours trying to track down the rugs with pottery barn. Something is really wrong at Pottery Barn. Also, advertising an item as "in stock and ready to be delivered" seems dishonest at the very least when it is not available for months.

This once-excellent company has major problems with shipping. I ordered two items in May of 2020. I received one, summer deck light holders, in November. I haven't received the other yet -- seven months later. In early November, I ordered a sheet set for the holidays and paid for three-day shipping. Guess when it's arriving? After the holidays in January. And the worst part is, they keep moving shipping dates back. I expect I'll get my Christmas sheets in time for next Halloween.

I will NEVER order from pottery barn again. Order was delayed several times. Now they are saying it was delivered ( which it wasn’t) I actually spoke with the company that was listed to have delivered it and was told that they never received item from pottery barn. Now pottery barn is saying they will resend but now it’s not expected to arrive until FEBRUARY OF 2021???... meaning I will once again pay for an item before receiving because they immediately charge my credit card when items are ordered. This is the second bad experience I’ve had when ordering from them.... never again!!!

I ordered two 9x12 area rugs on Sept 7 that were "in stock and ready to be delivered (and was told this by the store.) After four delivery windows missed, these rugs are missing. They were last on a truck over a month ago coming from New Jersey although supposedly one was found and was set up for delivery today (Nov 24) which I rushed home for. They didn't show in the delivery window and I am told this one is also lost now again. I have called Pottery Barn dozens of times and no one ever follows up or calls me back when they say they will. In addition, now my order link is now saying that these rugs have been delivered which they have not (and the delivery company backs that up.) Something is very wrong at Pottery Barn— they have no ability to track their products, let alone misleading customers by saying things are "in stock and ready to be delivered" so that they pay for expensive items and never deliver them.

I wish I could give zero stars. Please DO NOT order furniture from Pottery Barn. Do not be fooled by the familiar name. I now understand why Pottery Barn does not seem to have reviews on their website.

Pottery Barn will take advantage of you and string you along for months. The same thing happened to all my friends - they were also baited and switched in terms of delivery expectations, not by weeks but by months. And pottery barn will not let you cancel the order. They consistently do this to people.

I'm not easily frustrated, but I've never dealt with such a scummy slimy company as Pottery Barn. I've been waiting for 4 months for a piece of furniture and Pottery Barn has now lied to me multiple times about new delivery dates that they cannot meet. This is the most horrible way I've seen a company do business and I've never seen such unacceptable customer service.

I will never order from pottery barn again. I would've ordered from another site if pottery barn was honest about the delivery. I had an excellent experience with other furniture companies during the same timeframe. Pottery Barn is untrustworthy and has been wasting my time.

Please use your power as a consumer, you do not deserve to get taken advantage of and treated poorly. Companies like pottery barn do not deserve your money, and don't deserve to be in business! You won't get your furniture until the next year

Do not order from Pottery Barn!!!
All the negative reviews are the truth.
I ordered framed art work 6 September and the delivery date has changed 4 times. I was never told it was back ordered until weeks after the purchase and it is a third party vendor so the only action PB can take it to “alert” the vendor that the customer is unhappy. My new “estimated “ delivery is now the end of December however I don’t think I am ever going to see my order. I spent hours selecting the art work for my newly constructed dining room and now I am considering canceling the order and closing the credit card I used to ensure I do not get billed. Customer service just repeats the same answers like they are robots. I have spent thousands of dollars over the years at PB but I am no longer a customer. The quality of there merchandise has also become very questionable for the price.
I hope this review helps someone avoid the frustration and disappointment I have experienced.

never ever will order from pottery barn again!!! I used to was in love with the store and customer service.. I didn't even mind paying high prices for the staff they offered . Almost all my furniture is from them! In fact now the quality and customer service changed for worse over the past few years.. Recently I ordered chandelier from them which was made from crystals.. when I was ordering they didnt give me any other option for shipment just of course home delivery for 150$$.. I scheduled the appt then and was wondering how that's going to look like.. in the past when I paid that white glove delivery or whatever the fancy word they use for it, they came and put everything together for me! well paid 150$!! this time they put box in my living room and left saying they dont put together chandeliers!!ok !! I called customer service and was on phone with them for over 2 hours trying to get that 150$ back!! forget it!! customer service supervisor was very mean and explained thats that is the flat fee I paid and that I knew this when I was ordering!!!! and they policy says this and that.. !! in a mean time even the customer service representative wasnt sure whats the policy!! but yet the supervisor expect me to know that!! they didnt offer shipment to the store or any other regular shipment!! crazy!! Im in the process of returning the chandelier!! they Are so many other places where I can go and buy probably nicer chandelier for less money!! Feeling so upset! Stay away from them its not worth it!!

Ordered a vanity from potterybarn.com back in the beginning of September and was set to be delivered the end of September when I purchased. Never came and the website kept pushing back the date, beginning of October, middle of October, end of October, November, now December. So I tried to cancel my order starting 4 weeks ago. A supervisor Still haven't been able to cancel. Have emailed customer service and have called customer service multiple times. Item still is in "ordered" status hasn't moved to "preparing to ship" status yet they are unable to cancel my order. Last week they told me they would put in cancellation request to the vendor and I would get an email in 24 hours and a phone call. I got neither and the order still isn't cancelled. Now they are telling me I will have to get the order and then return it. They don't even know when I would get it but are telling me it's up to me to return it. They always say the vendor will reply within 7-10 business days but it's been a month and I haven't gotten a call from them and when you call customer service need to talk to exact person who emailed vendor because no one else can see vendor's response. And the person who emailed vendor never seems to be working. It's insanity. Save yourself the headache and order anywhere else. Heck, grow the tree, cut the tree, dry the tree and build your own furniture it will be quicker and less painful