Pottery Barn Reviews 

I ordered an item on Nov 16, with an estimated delivery date of Dec 5-9. It's Dec 4 and website now says that it's been backordered! Never notified me that it was backordered, still show delivery as Dec 5-9.

I ordered it well before Christmas to make sure it would be here in time, but I have no idea when it will be delivered.

Very deceptive not to update the delivery date, and not to contact me to tell me it's backordered.

Their chat bot and live rep gave conflicting answers. The bot stated that the date that shows as the "estimated delivery date" is NOT DELIVERY date but actually the date that they expect it back in stock. Why does website lie and show it as delivery date?

When I spoke with live rep he said that the chair would still be here by Dec 5 - 9. I said that was impossible since it's still on backorder. He just stuck to script.

I'll never order from Pottery Barn again.

I paid around $7k for furniture. The table top broke off, and the back of the couch is peeling off. And getting customer service is like talking to a rock wall. Go with Crate and Barrel

Placed an online order on Nov. 24th for a $350 quilt set. Received email confirmation that delivery would be around Nov. 28th. Called Customer Svc. on Dec. 1st for status update, and was told to call the “Editing Dept” which I’ve learned it’s a fancy name for Collections. Apparently my account was “on hold” because they had no record of me returning an order from Nov. 2024. Got that cleared up by sending proof of delivery back to Olive Branch, MS (glad I kept a screen shot from UPS), and was told by A. Torres that my account was cleared. She confirmed that my order was good to go, and that the items were still in stock.

Checked status today (Dec.2nd), and see that my order was CANCELLED! Called Customer Service who again told me to call Editing, and spoke with Ms. Torres again (who confirmed it’s a collections department), and she blamed all actions on “the system,” and none of this mess was based on human action. I asked why the system didn’t send me an email about my account being on hold? about my order being held up pending resolution of the 2024 return? and / or the fact that my order was cancelled? She again blamed EVERYTHING on the system.

Unacceptable behavior from customer service, and I’ll never buy from Pottery Barn again.

I purchased the Pacifica quilt full/queen in grey in March for my son’s bedroom redesign, finalized in September. After only 2 months of use, nearly every stitch has come loose. This quilt is clearly defective and does not meet quality expectations for the price.

My customer service experience was extremely frustrating. My email went unanswered for weeks. My live chat disconnected after long back and forth with no follow up. I had to explain the same issue repeatedly across multiple phone calls. The first agent was rude and dismissive. The second agent was helpful but we were disconnected. The third agent finally gave clear answers and explained that my store credit was an e-gift card requiring approval, expected around December 11.

I’m requesting a replacement quilt and hope Pottery Barn reviews quality control and internal customer support ownership. I expected better from such a well-known retailer.

The worst customer service EVER. No dispatch email, one item arrived damaged and two items missing. Absolutely no communication whatsoever about this. Called them (You speak to people in the USA) so the phone line is terrible. I got put on hold about 20 times, after 30 minutes she said she couldn't do anything to help me and that I had to call her back. Shocking. They also took my order over the phone for items which weren't even in stock. STAY WELL CLEAR - Over priced items which don't even look good in real life and AWFUL customer care.

I ordered a quilt set from Pottery Barn. Less than a year later the threads started coming out of the quilting. Two years later and the quilt is ripping on top. I contacted PB and they would not do anything about it. How is it they have no product reviews? Since I was unable to leave a review on their site- I’m left with reviewing the company as a whole on this site. Every time I think about shopping PB, I remember my quilt experience and go somewhere else.

Like Walmart, PB uses cheap vendors. I had no idea and ordered an expensive - $463 - mattress topper, mistakenly thinking it would be high quality. Three months later, I still haven't received it and PB won't give me a discount and now won't reimburse me today because they want to wait to hear from the vendor. So, I'll hear from the vendor in 5-7 business days and then maybe be reimbursed, if the vendor agrees. Meanwhile, I received no written confirmation of my call or my request to cancel. TERRIBLE CUSTOMER SERVICE, SLOOOOOOWWW DELIVERY & PRODUCTS THAT NEVER ARRIVE

£12 delivery for a £9 candle is a joke. No thank you.

My advice is don't ever buy anything from Pottery Barn!
SLOW delivery! You would think they use horse and carriage. The store staff provide different information than online and the online laugh it off saying that the stores often provide incorrect information. Return a faulty item (and so much of their furniture is such poor quality), the wait time is about a month for a refund even though their return hub is a half an hour drive from my home.

i ordered some curtains from Pottery Barn. because one of the curtains was significantly delayed, i cancelled the order. PB charged my credit card twice for that returned curtain, and refunded the amount once. so i still was supposed to pay for the returned curtain. i phoned their customer service. they denied that there is an extra charge, hung up on me twice. the customer service people are disoriented and each one of them had a different story to tell me. CHAOS. now i get a message that they shipped the curtain that i do not want .... i wonder if they will charge me for it again. stay away from this company or at least from their online order service.

Terrible customer services. I contacted customer services to request a return and they sent an RMA and advised I would receive a second email from UPs who would collect the very heavy item. I called again when no contact was made from the courier and they said please wait it can take 10 days. I called again after 10 days to be told I have to return the item despite never having been provided with the returns address. If you buy a heavy item of furniture beware as they will not collect and will give you conflicting information.

The shipping and return processing charges are outrageous. We received a gift for my children and the individual that had the best of intentions to purchase. The gift ended up with $40 in shipping for an item that is barely even worth that amount. I understand that there should be some Cost for shipping but, we will certainly not be going back there again.

I purchased a bed & two matching end tables two years from Pottery Barn for my guest bedroom. I also paid for their “white glove installation service”. I have barely used the bed in those two years (my niece came out for a week & that’s the only time it’s been slept on.) I am have my floors replaced & we had to disassemble the bed to move it. Unfortunately when Pottery Barns crew installed it, they stripped the screws & now there’s no way to disassemble it. I called my local store who referred me to their customer service team. I just recon call that since it’s been two years, there’s nothing g they can do.
That’s ridiculous. I’m a trade professional & I will never purchase from Pottery Barn again. There prices are high & poor quality. The only thing they had going for them was customer service. That is gone now & I will take my business elsewhere.

Customer service is non-existent. Measurements on website were clearly off and customer service told me they are just a call center with no additional information than what is on the website. Said they could request a response from the actual company and that I *might* receive a response in 7-10 days. What a joke. But I guess that's what you get from a big box store!

I’ve been visiting Pottery Barn stores in Dubai for years, and it’s truly disappointing to see how limited the stock has become lately. I’ve also heard that stores might be closing, which is heartbreaking. Pottery Barn has been part of Dubai’s homes for over 15 years
its timeless design and quality are irreplaceable. The staff are always so kind, cooperative, and genuinely try their best to help customers despite the stock limitations. It would be such a shame to lose this brand that so many people love.

TERRIBLE company.
They lie to you by saying an item is in stock. When it’s not. They claim they do not have to tell you if an item is backordered.
I would NEVER recommend ordering anything from this company.

I bought a pillow with dimensions listing on the site as 9.5 x 14 in. When it arrived, it measured 12 x 14. I called customer service to get a refund, but the item was final sale. No where on the listing for the item did it say it was final sale. It was on clearance, but did not say final sale anywhere on the page. This is very sneaky marketing, as unsuspecting customers such as me, would buy something thinking they can return it if they don't like it. Just to find out it was final sale. I even asked if I could get a refund due to the measurements being listed inaccurately however they declined. I have now filed a dispute with my card. It saddens me to write this review as I have made several purchases from pottery barn before, including a $1000 dresser and other pricey home items.

I purchased the Hampton line of teen bedroom furniture in brushed fog for my son's room just 3 years ago (May of 2022) and the finish has come off the tops of the nightstand and dresser. I am NOT happy. Pottery barn will not do anything but refer me to "furniture medic" to pay more $$ to fix it. the tiny nightstand cost me a whopping $450. What was I thinking??!! Guess my only option is to leave bad reviews all over the internet because their site doesn't allow them anymore. Also, the furniture is SMALL. The dresser fits clothes for a toddler, not a teenager and DEFINITELY not my now 22 year-old...

Ordered cushion covers but colour not as expected so I contacted customer services to return. You have to call USA from Uk. Cannot be done on line. Be aware the cost of delivery and return is at your cost. My experience with customer services was extremely unhelpful and definitely would not order online again.

POTTERY BARN ARE SCAM ARTISTS!! Be VERY careful when ordering online from these crooks.

Not only do they charge exorbitant delivery fees ($300+) for a carpet, they then scam you by suggesting an underpad for said carpet and then sneakily add another $200 delivery fee for that product (even though is costs less than that!!).

Yes, I should have caught the charge but when you are buying $1000's of dollars of merchandise you don't notice (nor expect an ethical company) to sneak in another $200 fee on top of the ridiculous initial delivery fee.

Needless to say, I will never spend one more penny in any Williams-Sonoma or Pottery Barn ever again and, hopefully after reading this, you won't either!

Pass it on!