Pottery Barn Reviews 1,851

Absolutely awful SLOW customer service! Do not bother getting their credit card, they trick you into applying with a “ earn 10% back in rewards on purchases for the first 30 days.” I almost instantly was approved for the credit card. Waited for temporary, didn’t receive one. I call Pottery Barn & their CC department & they said I had to wait for card to arrive in the mail, very misleading then the card took 15 days to arrive. Then find out my 30 day window started when I applied not when the card arrived. So truely you have 15 days to earn the 10% back in rewards NOT 30 days. I called & after being on hold 52 minutes they did nothing. I will Be cancelling my card as soon as I redeem the little bit of rewards I earned.

Do not buy their furniture! First off, there is a very good reason Pottery Barn furniture cannot be returned and orders can't be canceled! It's because they know pretty much every purchase will be returned. I purchased a $2000.00 leather recliner and a 2.5 by 2.5 $800.00 ottoman. They are the worst home purchases I have ever made! As soon as they were delivered my first thought was WTF! Recliners are meant to kick back and relax. I have had both for 3 months and not 1 person in my family will sit in it. The frame of the chair is extremely cheap and will not hold up over time. The padding is horrific! It feels like there is a sheet of plywood within 4 inches of the cushion. The ottoman is built just like the recliner. The leather is extremely cheap on both and within days the ottoman was scratched to no end. The ottoman sits in front of my Creative Leather sectional that I have had for 20 years. The leather sectional was one of the best home purchases I have ever made! The leather is super soft and extremely comfortable to sit on. My large 20-year-old leather sectional has less scratches on it than Pottery Barns 2.5 by 2.5 $800.00 3-month-old leather ottoman. I still have my 25-year-old leather recliner from Costco that feels and looks brand new and costs $400.00. To add insult to injury it took Pottery Barn 3 months to deliver their Walmart comfort furniture! Do yourself a favor and go the Walmart route!

I spent quite a lot of money on tableware, the Cambria collection. The pieces are beautiful! Or, they were... unfortunately the first chip on the "chip-resistant" dishes came the first time they went in the dishwasher (and were stacked correctly and safely inside). Within six months the cutlery scratches and grey marks were worse than the 30-year old set I was replacing. They look terrible. Next time I'll go to Walmart and save myself $1500.

Wanted to get my wife something nice on our anniversery. Good thing it came in the mail before I'd showed it, else it would've been a disaster! All the pots inside were shattered and beyond repair.

I bought the deep seat Westwood leather couch. They didn’t have the leather model on the floor and never having had a leather couch before, I trusted the salesperson who said it would be the same as the fabric version. Big mistake. The design is absolutely ridiculous. The cushions slip and slide, won’t stay in place unless you sit down and place the cushions behind you. The rest of the time it looks like someone just had a massive pillow fight. I have tried all kinds of hacks and nothing works. So I have a big couch that looks like a big mess. Next step is calling an upholsterer for advice. Btw the salesperson that was so eager for their $5k sale disappeared when I asked for advice on how to fix this problem. The leather looks cheap too, not the nice quality sample from the store, and it’s already scratching.
There’s a reason Pottery Barn doesn’t have ratings on their site. Trust the ratings here. I won’t ever buy from them again.

They got rid of my favorite place at and outdoor mall I shop at. Barnes and Nobles. Die Pottery Barn, DIE!

I purchased a set of gold-toned flatware from Pottery Barn. The gold finish has come off on at least 1/2 of the pieces. Because it had been over a year since I made the purchase, Pottery Barn would not let me return it. I pointed out that most people would not expect to need to replace a flatware set for many years if not decades. I did not get a response from Pottery Barn. I have spent a lot of money at Pottery Barn over the years, but I will not be a returning customer.

Pottery barn charged me twice for the order ($4k instead of $2k). Customer support confirmed the error but refused to do anything. Apparently, it’s okay and I should calmly wait a few days until the transaction is processed and dispute it with my bank. Pottery Barn will not do anything and $2k is considered to be a small amount.

Garbage customer service and don’t believe delivery times. They wait then change delivery time pushing out months not days

Beware ordering a rug. I ordered two rugs from PB in the same order. One showed it would be delivered in 2-3 weeks, the other showed it would arrive within 6 weeks. I placed the order at the end of January. One rug has pushed out delivery and is now showing it has only been shipped to the delivery center. It is past the original date shown during ordering and is still only showing shipment to the general delivery center, not to me directly. I am not even sure this rug will be received by the new date posted which is late May to mid June. The other rug hasn't even shipped and perpetually shows "preparing to ship" meaning it will arrive well after the first rug, possibly the end of summer? I have spent the past three weeks attempting to cancel the second rug which PB REFUSES to allow. I started the process the first week I saw the date push out and only one rug was preparing to ship and has shipped. Without ever posting it during checkout, PB treats the rug as "made to order" meaning it CANNOT be canceled. After three weeks of escalations, poor customer service, and threatening legal action since the non-refundable/cancelation policy is not posted nor shared during any of the checkout activity, a Director somewhere said they would allow me a store merchandise card. They are charging me for the shipping and handling which was a couple hundred dollars since it was a 10x14 rug. The rug has neither been shipped nor handled, but they are still charging me for both. They also refused to credit my PB credit card.
The Ai overview when I searched PB review states everyone is having the same issues I just experienced. Please beware, if you order a rug from them, they treat it the same as if you order a custom sofa or piece of furniture. If that is the case, they need to LEGALLY post this policy during the checkout process.

The benchwright sea drift finish is horrible! It chips sooooooo easily. You would think it would be quality since it’s pottery barn and for a kitchen table, but it chips away each time I even touch the table. Please trust me. We got the first one replaced and the second one isn’t even better. To top it off, pottery barn will not give us another replacement (they said it took us too long to submit the request but it was during the holidays when I needed the table the most). I’d also like to share that if you get the benchwright straight leg kitchen table, the bench does not even fit!

If you strapped the order to the back of a snail I’m convinced it would get here quicker.
Pottery Barn have the slowest delivery times of any store I have ever shopped at.
Customer service are absolutely useless. They couldn’t care whether they kept you as a customer or not.
My advice is … unless you really have your heart set on something or it’s available in store don’t order anything on line or shipped to the store.

We purchased a custom Big Sur Square Arm Leather Right Arm Sofa with Wide Chaise Sectional in Statesville Molasses leather just over a year ago. We chose Pottery Barn because we believed we were investing in superior materials, craftsmanship, and long-term durability.

Within the first year, the leather began showing significant and uneven surface deterioration — most noticeably on the chaise section. The finish has visibly lightened and broken down in irregular patches (see attached photos). This goes beyond normal aging or the typical patina leather develops over time; it appears to be premature surface breakdown.

The sofa has been used gently in a low-traffic home and maintained according to Pottery Barn’s care guidelines. It remains structurally intact, but cosmetic durability is part of what customers expect when investing nearly $7,500 in a custom leather sectional. We did not purchase this piece expecting it to look visibly distressed within 12 months of normal use.

We contacted Pottery Barn, submitted detailed photos, and requested assistance under warranty. No in-home inspection was conducted. The decision was based solely on the photos, and we were informed that this condition is considered “normal wear.” Our case was then closed without any offer of repair, replacement, or partial reimbursement.

We respectfully but firmly disagree with that conclusion.

When visible finish breakdown after one year is categorized as “normal,” it calls into question both the durability of the product and the company’s willingness to stand behind it. For a purchase of this magnitude, we expected a more thorough evaluation process and meaningful support.

Had Pottery Barn worked with us toward a fair resolution, we would have remained loyal customers. As it stands, this experience has significantly impacted our confidence in the brand, and we would be hesitant to shop with Pottery Barn again.

We’re sharing this so future buyers can better understand how durability expectations and “normal wear” may be interpreted.

Bought 2 of the Layne wall mirrors - the frame is falling off from both of them - they don't do reviews on their website anymore - I think I know why.

Decent goods but NO customer service. I had a complaint but it is totally impossible to get through. The phone lines go through immediately but nobody on the other end so you have no idea whether you should give up and ring off. The webchat is constantly busy - nobody available. There's no email address. So you have no recourse, no redress whatsoever. Zero customer service for when something isn't right. Don't bother shopping with them if you think you might need any assistance.

Order an expensive outdoor set and received a open damaged product in which Pottery Barn will not exchange , i would give them 0 stars if I could stay away from this company it will be a waste of time and money.

Horrible! Bait and switch! Ordered a table and chairs in September. They told us to get white glove service as the chairs would be difficult to assemble. So we did. Then they told us to pick up the chairs as they were in stock but the table wouldnt be delivered until February. Now the chairs arent covered by the white glove service because we picked them up they told us to! We have had chairs in boxes waiting for the table so they would put them together! Horrible

I'm not quite sure how this company stays in business. Their delivery is extremely slow - typically MONTHS before your order arrives. The quality is okay, but not over the top, given the prices. I would expect more.

Just terrible customer service. No one seems to know what they are doing over there or care. Repeatedly late shipping, misinformation/outright lies being told, or plain incompetence. Not even the store associates know the processes properly. Online customer service is ridiculous… one agent told me I couldn’t return a product within the holiday window this past Christmas unless my item was a gift, simply because the website used the word “gifts” in its description of the extended return window. However, it said you could use either a gift receipt OR a regular receipt. It doesn’t take a genius to realize they thoughtlessly used the word “gifts” only because they were talking about the holidays but that doesn’t mean everything is actually a gift lol. How would someone even prove it?! Do you need to supply photos of the gift being unwrapped?! So silly and frustrating! On another day, I had to call to follow up on why my replacement order for a defective duvet cover had not shipped after two weeks of them receiving my return. This is after I followed the website instructions saying I could return my item it to a physical store and get a replacement…which I wasted my time trying to do bc they no longer had the item in stock. So don’t try this unless you can verify that. I should have thought to call ahead but the website should help remind customers of that. Anyway, the service agent I spoke to said my replacement order was delayed but she could see it was supposed to ship on a date that she specified verbally. I waited another few days and contacted customer service again via chat since my order still showed unshipped. This new agent said the return was received but the system never updated to show that, so she updated it and said the shipment would now occur. So how was it that the last agent either didn’t check thoroughly enough to get that corrected and told me a date it was supposed to ship as if the system had updated?? The final agent also ended our chat before I was done talking to her. She could see I was still typing. I didn’t get my answers and the system promptly sent me back to the AI which meant I would need to initiate another new chat and explain everything all over again to a new agent. And no one has access to shipping updates, so if your order is delayed, they can’t tell you when it will ship… just that it hasn’t. The head doesn’t know what the butt is doing over there! What a joke!

PB has always been one of my favorite furniture and decor stores. We have bought so many items from there. While we have had quality issues before, my experience with my latest purchases has me writing off PB forever. Which is really sad because I love the look of their pieces. Bought a new house. Designed the entire primary bedroom with PB furniture, bedding, rug, lighting, etc. After waiting 3 months for furniture the Joinery dresser was made crooked. Literally. The front is 3/4 inch taller than the back. It is not a leveling issue. It looks like a kid made it. One of the nightstand didn’t come with the drawer pulls. It has been a nightmare working with PB on these 2 issues and they have yet to resolve either one. I ordered certain smaller items and paid the extra charge for overnight shipping. Everything indicated pre and post order that it would be delivered the next day. I did not get it. The label was created but the package didn’t leave the facility. Still waiting on the order. I could go on and on. So disappointed in what used to be my favorite store.