Pottery Barn Reviews 1,851

The stitching on my son’s backpack is coming apart at the lower seam where the strap attaches to the bag. I contacted customer service yesterday and was told by a supervisor that the damage must have occurred because the bag was “caught on something.” This conclusion appears to be an assumption rather than a fact.

The issue is consistent with a seam failure, which indicates a manufacturing or quality defect…not misuse! There is no visible tear or damage suggesting the backpack was caught on an external object.

This is also not our first issue with this product. The original backpack we received had a zipper stuck to the internal label and had to be replaced. My son has had this replacement for less than six months.

I was also told that I should have contacted customer service as soon as the stitching started to come loose. Realistically, this is not something a parent inspects daily, and a backpack of this price point should not experience seam failure during normal school use.

If I am paying a premium price for a children’s backpack, I expect it to last at least a full school year. I am requesting that Pottery Barn stand behind the quality of its product and provide a replacement or refund.

I purchased a sectional sofa on Nov. 22, 2025 with an expected delivery date in 3-4 weeks. I got an estimated delivery of Jan. 1 - Jan. 15, 2026. A few weeks later, I received an estimated delivery of Jan. 24 - Feb. 11 2026. Because the delivery has to be scheduled, and I had not heard anything from Pottery Barn (PB), I called today (Feb. 10) to inquire when it would be delivered. The PB rep said she had no idea when the updated delivery date would be and components of the couch were on backorder. They also had no insight into the material's or component's locations and had to call the 'vendor' who would get back to them in a few days. I was never told that this was an item sold by a third-party vendor via PB. I believed I was receiving an item made and sold by PB. I requested a cancellation and was told that the couch needed to be delivered to the dock (not sure where this is) before I could do that. I said that would not work for me as they could not provide any estimate on when that action would occur and I would have no way of knowing when the item was at the dock. The rep escalated my request and was told there was nothing else they would do. I told them I would initiate a chargeback on my account, which I have completed with Bank of America. I believe PB advertised and sold this item with no control or guarantee of being able to provide that item and is now refusing to provide any resolution to me as the aggrieved buyer.

Terrible,, I've been waiting for an order for almost a month,,ship times were advertised as being 7-10 days.....customer service reps were rude and unhelpful when I contacted them...buy your stuff elsewhere!...

Purchased two Aria lamps that are brass and glass. The brass is rusting and customer service will nothing to help. Don’t waste your money on these lamps.

In December I ordered three chairs. Wrong chairs were sent. One month later still didn't have replacements. This week was notified one chair was being delivered, not three. Called for resolution. They admitted the mistake and stated the two other chairs could be sent out in April. Cancelled everything. Tonight I found out they only cancelled two and are scheduled to send the one remaining to the wrong address. WOW! Will never shop at Pottery Barn..ever.

I purchased a couch on 12/1/2025 that was supposed to be delivered 1/18. I have been calling since 1/18 to see where my couch is. I have gotten the run around. I was told it shipped and was told they were out of material. The latest is I need to check back in 3 weeks to see if they have gotten in the material. I asked if they could use a material they have in stock and they said they could do nothing to help me. I even escalated to leadership and they did nothing. I wish I would have read all the horrible reviews about Pottery Barn prior to purchase.

Paid over $600 for 2 duvets. UPS delivered to the wrong address and Pottery Barn told me to handle the claim with UPS. Any other reputable company would handle the claim themselves (as is their obligation since PB is the one with the contract with UPS) and deliver a replacement.

I nearly never bought from pottery barn because of the bad reviews ,I’m so glad I did as my items turned up very quickly and are gorgeous I love them definitely buy again

Bought a Reed Dining Table. Had it about 2.5 years and the table cracked. Pottery Barn customer service told me there was nothing they could do about it. Gave me a furniture repair reference who wanted 600$ to repair a 900$ table. They refused to help pay for the repairs. Took forever to get an answer from them and they charged me for shipping a repair kit to one of their stores. Disappointed in the quality and in their customer service. They have lost me as a customer.

Pottery Barn is a dishonest company that marks up generic and low quality products you can get much cheaper elsewhere and hides details and fees. I foolishly bought a table lamp from them, thinking it was a higher end proprietary brand. Turns out it's a cheap brand you can get on Amazon, Lowes, Wayfair, etc. for 2/3 the price. Pottery Barn hides this by not listing the manufacturer and not having customer reviews. There was a $24 shipping fee - fine, that was shown in my cart, I agreed to it. But then I returned the lamp physically to a brick and mortar store. They told me they had to ship it back to the warehouse from there - fine. But then they deducted ANOTHER $13 shipping charge from my return without mentioning that when I dropped it off. Just a scam, do a reverse image search on anything they sell and buy it for less from somewhere more reputable.

The worst company to buy from. I ordered a table and with in 2 months the finish had worn off the top. So I went to return it but they wouldn’t refund me unless I ordered another. I ordered another and waited 7 months for it to arrive. When it did arrive it came damaged with multiple chips out of the sides and top. We decided to just keep it to save ourselves the hassle of another return. After returning the original one it has been 3 months and we still have not received our refund. It has taken several calls and we are still waiting! do not buy from this company! I wish I had read reviews before purchasing from them

Well shop experience for sofa excellent - getting sofa - nightmare. On phone telling them delivery had to be here 3.30 latest due to building delivery rules - time kept shifting - didn’t show up by 4 even. Now have to wait another week. Have asked for compensation

Placed an order going on two months ago and still keep delaying the ship date even though their website says it’s been back in stock multiple times. This place sucks !! Customer service also sucks!! first and last time I order from this shit show

Do not buy from Pottery Barn, they only stand behind their furniture for 1 year. Go to Crate and Barrel. They will repair and or fix their furniture as long as you own it free of charge. They stand behind their products. Shame on you Pottery Barn. You are a scam.

I wish I had seen these reviews before I placed my order.

All I did was order 2 bunches of faux flowers. The website indicated they were in stock. And so my nightmare begins. One bunch is being sent from the US to CA and has been sitting at fedex for days without moving and the second bunch hasn't been shipped and estimated delivery date is now at 3 weeks. I did try to cancel the second one since it isn't shipped but they wouldn't let me.

I won't be ordering from them again!

Troy (phone customer svc member in Florida) was extremely helpful, pleasant, thorough, and patient in explaining all of the furniture I ordered over the phone. He was knowledgeable about the products and detail-oriented in providing the quality and delivery process. I was more than pleased with his work!

I tried to cancel an order which would be shipped in 4 months' time. I called customer service, who told me it would take 72 hours. So I waited 4 working days and called again. The girl told me it would take 7 to 10 days and when I asked for the refund amount, she hung up. As her colleague had done 4 days earlier. Extraordinary. A new low. I've written off the amount and will avoid like the plague. Beyond appalling.

If there was zero - that is what I would give. Tried ordering the Hayworth banquette, first order was damaged and there was no process for expediting a replacement - started all over reordering a second time - same issue, came in damaged and was not delivered. Canceled after the second delivery and was to be issued a credit for the purchase - 1 month later still not credit on my credit card - had to call for about the 5th time. HORRIBLE company to order furniture. 10/3 was the first order - now 1/15 and still not resolved.

Ordered a gift ornaments on 11/30. Wasn’t advised u til 12/13 they were back ordered. Continued delay in shipment. Didn’t receive until week of 1/12/25. No discount, apology, or option to cancel. Won’t order from them again . Gift for Xmas is deemed useless now

Ordered a rug for my dining room to match the one in my living room on 11/5/25. Estimated delivery was 11/24. On 11/23 received notice of delay with est delivery on 2/6/26. Called customer service and was offered a refund of $60 when the rug was delivered. Until then, I would be required to pay for the rug in advance. On 1/10 received notice of delay again for date of 3/27/26. Called customer service and could get no clear answer on why the rug is delayed. Website now shows delivery estimated to be 7/27/26. Rep stated that my order would not be delayed that long, but cannot say for sure. Asked for further compensation for this issue and was told that this would be discussed when the rug arrives. Asked what compensation I could get at this time if I just cancelled the order. Was told NOTHING! Would just be refunded what I have paid so far. Terrible customer service!!!! Do Not Order anything that isn't in stock!! UPDATE: Today s 2/1/26. Received a call from PB Customer Service to advise that the rug we need to match the other one we have has been delayed further. Now they are saying April or May. They should not still have the rug available on the website!!!