15 reviews
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Just wanted to alert how terrible PB was in regard to furniture order. They told me table was in stock but when I placed order, it showed a 2 week delivery window 4 weeks away. When that window was close , I called to inquire and was told the item was in the nearest delivery center. I waited a few more days but never heard about scheduling the delivery. Check order online and they had moved the window another 3 weeks away without any email! Called again and was told item in stock and they could not figure out or find out why it was not being delivered. Filled out Customer Form online, got reply asking if I still needed help. Replied that I did but never heard back. Online Chat had no agents. Spent over 2 hours multiple times on hold trying to get status. Finally cancelled as I have no faith this order will ever be filled. Clerk said I would get an email showing CX but no email ever arrived. Their marketing department bombards you with 2/3 daily emails hawking product but in 2 months, the only emails received are the original order and response to the form . Just dreadful all around and I caution anyone from ordering from PB. I am sure it will be a nightmare getting credit for cx table and will have to dispute with credit card company.
Ordered furniture 15/03 to my home in the Scottish islands. Had a delivery date scheduled for 10/04. No furniture delivered nor no updates. Reached out to both Pottery Barn and Wincanton (who delivers large items for them) Absolutely horrible customer service from both PB and Wincanton. Both were unable to give me a delivery date nor update to where my furniture actually was. I reached out to both companies multiple times with no response other than "wait a couple of days for an update" My last experience reaching out to PB customer service PB agent (Klara) disconnected the chat after I questioned why they could not answer to where my furniture was. Furniture finally arrived with no notification on 11/05 (thankfully I was home to receive it). I was so excited when PB came to the UK. I had planned to buy a lot of furniture from them but now I will never use them again after this experience. I've bought furniture in both Pottery Barn USA and Pottery Barn Middle East but this was the worst customer service I have ever experienced. In the end whilst my furniture was delivered without damage despite it being missing for over a month, both pieces (The Rockport square coffee table and Wells swivel recliner) was not the quality I would have expected at the price point they are currently set out. The Rockport coffee table was very difficult to put together as the screw holes were slightly misaligned plus I can see where nail holes have been covered on the outside top of the table as the woods do not match correctly. The Wells swivel chair recliner arrives in three pieces. The seat portion of the chair and the back portion of the chair you assemble yourself. In order to do so, there is a velcro flap of leather fabric that hides the connection, but it is so obvious and makes it look "cheap".
In the past I have been such a pottery Barn fan but no more. I bought four pieces of Tulum patio furniture and within days it went on sale and they would not adjust the price because the items had been delivered. The customer service was so unhelpful so rigid so unsympathetic and I asked to escalate and they they escalated people said they won't even talk to me because policy is policy. They insisted that I pay for white glove delivery when I didn't ask for it and they said because I ordered this item that it came with white glove delivery and all that meant was they took it out of the box because there was no assembly or anything. I feel really undervalued as a customer and I will never buy anything from them again
I am amazed at how terrible my furniture buying experience has been. Delays and lies. I am owed a refund with interest and have filed a complaint with my state’s consumer fraud division. Do not order furniture from this company. Google them, don’t take my word for it. I wish I’d seen the many negative reviews before I placed my order. I need my money back now so I can order from Crate & Barrel.
If I could give Pottery Barn a negative rating, I would. Worst purchase experience ever on-line. Can't reach anyone in customer service to speak to. I ended up with two of the same item, because I was informed the first order was cancelled by them. I ordered it again - both arrived within a day and because they were customized, I could not return one. Customer service was HORRIBLE. I will never ever order from them again.
Abbott Chunky Leg 96" Dining Table, Gray - we bought this table in 2021 and soon it had cracks all over on the surface and the legs despite that we covered it every cold season. It's been a very disappointing experience for a table with a price range of $2.7K.
I bought a quilt from pottery barn and I was so excited to get it. When I received the quilt, the colors were not at all what was pictured. It was on sale and when I went to return it, I found out it was a final sale and not returnable. Really? I called customer service. The woman on the other end was very nice. She kept telling me the item several times says final sale, not returnable. I told her on my end that wasn’t there. I finally got to the last page to my mock order and in very small writing it said finally sale, not returnable. Never before that point did I see anything. She tried to tell me that the ending numbers tell you it’s a final sale. Unfortunately, as a customer I’d never know that. I’m very disappointed in the company and will never buy from them again! The merchandise was not the color portrayed and very cheap looking!
Having purchased a very nice duvet insert from PB in Jan 2025, and using it for 8-months only, since I swap it with a lighter comforter for the Vegas summer months, the insert seams have split open up and it's contents seeped out into my bed and on the bedroom floor. I called PB to advise that is was faulty as should have lasted more than 8-months use, since it's only my husband and I in the home and the insert had not been washed. They advised that as it was a year old, it would have to go through to their senior management for a decision on whether they could exchange and someone would call me back within 5 days. That was 2-weeks ago! Terrible service from a large well established company. I wasn't expecting a refund but I was expecting another duvet insert to replace the faulty one. I wished I'd kept it as would had happily sent it back to their office so that the stuffing could seep out in to their office!!!! I would not recommend purchasing their duvets inserts because of the poor service I have received. I will also rethink about ordering anything from them in the future as their customer service is very poor.
PB won’t stand behind their products! Buyer beware! I bought the Kendall 7 drawer dresser for my daughter’s nursery & the drawers only pull out half way. There are useless! I contacted PB & they told me to send pictures with my concern which I did. Harley from SF told me I would be contacted in 1-2 business days. Then, crickets! I called back over a week later & was told my case was closed, there was nothing they would do. Nowhere in their description of their $1,450 dresser do they mention the partial drawer opening. I’m done forever with PB. Don’t buy from them, they don’t care about customer satisfaction.
I recently had a frustrating experience with Pottery Barn that I feel compelled to share. I ordered a car seat that was on sale, expecting a smooth transaction, but instead received a stroller. Initially, I was assured that the correct item—the car seat—would be shipped out immediately. However, after returning the stroller, I was informed that I would have to wait 10 days for my return to be processed due to their error. It’s been over a month since I placed my order, and the lack of urgency in resolving their mistake has been incredibly disappointing. Despite this being a great sale, the entire experience has turned into a nightmare. I even offered to purchase the stroller to expedite shipping of my car seat, but no one could assist me with that option. Additionally, I found it frustrating that I had to pay for the return label to send back the stroller. It seems basic customer service should include free return shipping or at least a QR code for returns. If you’re considering ordering from Pottery Barn, I would strongly advise against it—especially online. Their customer service rating of 1.8 stars speaks volumes, and I wish I had paid more attention to those reviews before making my purchase. Unless you can shop in-store with a receipt, it’s probably best to steer clear of this retailer.
We purchased the Pearce sectional sofa in 2022. It took ten months to arrive "due to Covid." It is the first PB furniture we have ever bought, and will be the last (btw, they kept calling and trying to send us one piece at a time...what were we supposed to do with one or two pieces of a five piece sectional over ten months?). The couch looks nice, however, is the most uncomfortable couch I have ever owned. We thought it just needed a little break-in period, but four years later it remains stiff and board-like. The kids hate it. The pieces my husband and I sit on most have noticeably sagged (he is a very fit cyclist and I am 5'3 and 135 lbs for reference), so I'm not impressed with that. Occasionally I used to come down to sleep on the couch, but this has proven impossible with this couch. It is like sleeping on a basement floor. Horrible.
In 2024 I purchased a Carmel Grand Sofa, it took nearly 2months to receive. But in about 9months the middle part started to sink in and then make squeaking noises! We are 2 people average weight. No kids, pets and mostly just 1 person sitting on it during the day. Such a huge disappointment. Now I will have to find some board to put across the sofa to help with the slouching part. Then, I just purchased new bed sheets as I was having trouble finding navy blue. After 2 washes I see few round stains & whitish powder marks?? No idea what the heck is wrong but this is my last purchase with Pottery Barn! Never again will buy a thing from them. They don't live up to the PB name at all. My mother has a sofa by a rival (LSpc) and her's was half the prices as mine & a full sectional but is so comfy and nice! What a shame on PB and they're lack of quality.
This was honestly one of the worst customer service experiences I’ve ever had. I spent over $3,000 on lighting, and instead of receiving any support, I was met with a cold, dismissive attitude from multiple representatives. The tone of the customer service team was consistently rude and unhelpful. I was repeatedly told that I “should have read the policy before purchasing,” with zero empathy or willingness to assist. When I asked questions, I was made to feel like a burden—at one point I was even asked why I kept repeating my question, rather than being helped. There were also long, uncomfortable silences during the call, which made it feel like they simply didn’t want to deal with me. The entire interaction felt unprofessional and deeply disrespectful. The experience was so upsetting that I ended up in tears. I genuinely did not expect this level of treatment from a brand in this price range. In contrast, I’ve had completely different experiences purchasing lighting from Crate & Barrel and CB2. They accepted returns even before installation, offered free return shipping, and processed full refunds without any issues. The difference in customer care is truly noticeable. Based on this experience, I would strongly caution others before purchasing from this brand, as basic respect and customer care should be expected at this level.
I currently have two large purchases with unresolved issues, and no one follows up or returns calls. For a company at this price point, that’s unacceptable. I just moved into a new home and had planned to furnish more through Pottery Barn, but after this experience, I won’t be purchasing again.
I am giving them 2 stars because I have had generally good luck with the quality of their furniture but thats about it. IT takes months longer to get it than estimated and of course they take your money in full right away. We bought chairs that were in stock to ship in 1-3 weeks they shipped in ten. And then arrived 2 hours after their arrival window on delivery day.
Based on 15 verified customer reviews, Pottery Barn holds an average rating of 1.2 out of 5 — rated Bad on ReviewTerminal.