Pottery Barn Reviews 1,851

Misleading and Unacceptable – Zero Transparency

Very disappointing experience with Pottery Barn. Complete lack of transparency and no regard for the customer. They have lost me as a customer.

I purchased a Trundle Bed and, on the same page, Pottery Barn recommended two mattresses (“you may also need the following items”). I bought both. At delivery, I discovered both mattresses were FULL size, while the trundle requires a TWIN. The mattress does not fit.

Despite the mistake being caused by their own recommendation, delivery and customer service refused any solution, hiding behind fine print that all mattresses are final sale.

One mattress cost $799, the other $699, while the correct one costs $299. This feels like a clear attempt to mislead customers into spending more and then leave them with the loss.

Completely unacceptable for a so-called premium brand.

Ordered something online and when the item came the Pottery Barn tag was significantly cheaper (1/4th) of the price I paid.

My husband and I purchased the Banks extending dining table with our wedding money. It was expensive, but we thought Pottery Barn was a high quality store and it would be our dining room table forever to share memories with our future family. After less than 6 months, the finish starting to disappear in multiple areas on the top of the table. We have been so careful with the table, never used any harsh cleaning chemicals, put anything hot, etc. I called Pottery Barn and they told me there is nothing they can do - "it was not a delivery issue." I was very disappointed. I was then stuck with the damaged table, and decided to put a tablecloth on it 100% of the time. Somehow, after months of having a tablecloth on it permanently, it has gotten worse. So I called again. The first person I spoke to was very sweet, had me send pictures and agreed with me that the table was defective and this should not be happening. She tried to escalate and Pottery Barn "leadership" said that I did not call soon enough, as 10 months had passed. That was not true - I called the first time before 10 months. They were very dismissive and told me to reach out to their 3rd party repair company. On my own dime!!! I have been a long time Pottery Barn customer. I even had them on my wedding registry. Now they lost me as a customer forever! I even mentioned that to the customer service representative and they didn't care. DO NOT BUY FROM HERE!!! Also such bullsh*t that you can't even write or read reviews on the Pottery Barn website. I would have never bought this table if I could have read through other people's experiences.

I placed an order from Pottery Barn. The following day, all of the items went on sale. I called to get a price adjustment and they would not do it. I then asked to cancel the order, and they would not do it, despite the fact that nothing had shipped yet. I asked to speak to a supervisor and I held for more than 30 minutes before hanging up. I will immediately return the items when they arrive and will NEVER again order anything from Pottery Barn

Pottery Barn delivered my kids bed mid-December. This was over $4k loft bed that we thought was little expensive, but my daughter loved it so went with it.

Delivery came and the guys assembled it horribly; it's a loft bed and it shakes too much; she can't safely stay up on the bed. We looked into the bed a bit.

We found have screws missing. A lot. In some areas, screw are even mis-drilled so we have multiple screws just poking its end out, not going in where they should. We inspect further and find the product itself has a lot of dents and black marks. Immediately filed complaint.

For 2 days, no response. So I call and then I'm able to schedule something (which I thought was gonna be repair).

1 week later, someone came and inspected. Said they can't repair, and this needs to exchanged and I should get a call back.

For 1 week, I didn't get any call back. So I called. They said they have UPS label, and should be shipped shortly. I got tracking number. (this part was little weird too, I asked to email me the tracking number, but they said they are not allowed to. So the person could only read the tracking number to me)

After 10 days. the labels stays in "Created" state. So I call them.
They say there's nothing they can do and I need to wait 3-4 weeks. All this time, my daughter is sleeping on mattress on the floor (after over $4k purchase/delivery). I ask what can be done to get this expedited. Nothing. Answer is always just wait 3-4 weeks.
However, during this conversation, I noticed that the person keeps saying "parts". It felt a bit strange, so I dug in further on that, and found out the replacement order is for "missing part", which had not been mentioned before. So apparently, they ordered a "missing part", and that's I'm waiting for next 3-4 weeks. We're not missing a part (that I know of), so I know that's not gonna fix anything.

Ok, what if I request full replacement now? They say another 4 months.

I snapped. I literally laughed out loud after hearing this.
After purchasing and getting delivered this over $4k loft bed, my kid slept on mattress on the floor for 1 month. Then she has another 4 months (possibly longer) to be on the floor. I could not believe this. And the person on the phone kept casually asking "would you like to go ahead with that order?"

I had to end this here and request refund. They will come pick it up and issue a refund (hope no issue there...).

This is the worst company ever. I don't actually know if can even be called a company..

I had a set of white Pottery Barn sheets that I purchased in 2022, and they had become yellowed over the years, but I loved the feel, finish, and weight, so I reordered a new set. For over $200, I had expectations that they would at least be the same as before. First they took over two weeks to arrive, and I was sent the wrong size (sent me Queen and had ordered Full), so I had to send them back and wait again for delivery, and they finally arrived. They are not the same sheets! The quality is very poor, almost threadbare; the fitted sheet looks as though someone has had it on their bed for a few years. I am so disappointed. But I don't want to go through the whole return and wait cycle again.... I recommend the Quince sheets - ordered those in green, and they are much better quality for 1/2 the price and fast delivery!

What didn't go wrong?
1. false advertising meant I ordered a bedspread and 2 pillow cases for £76 and got one pillow case.
2. Paid £12 for door to door delivery and UPS didn't even attempt to delivery but automatically left it at a collection point so had to collect the goods.
3. emails to their customer services bounced back
4. multiple calls to get a refund started.
5. another call to get the refund set up
6. no warning of collection of goods
7. Goods collected by UPS and delivered back on 30.12.25 - still waiting for refund
8. rang to chase refund on 07.01.26 - not yet booked into their warehouse and then another 10 days to wait once it is booked in.

Ordered an available item that was backordered after I purchased it. The date kept changing from january to june, and back to january a few times and then it got cancelled. Such a poor online system.

Prices are high too. Don't waiste your time there

We were really excited for our new benchwright table to come in. For the price, I was quite disappointed in the workmanship of the manufacturer. One side of our table has defects all along it that were not caught before being shipped out. Some of it is more minor so I could see how it was missed but one part is completely cracked. It took us weeks to get the table and the only solution was exchange it and wait again. The table is already assembled and we didn't have to wait such a long lead time to get another one and disassemble the current. Disappointing probably won't order any big furniture from pottery barn again

Ordered two swivel leather recliners. Did take a while to get them. Had them for several months and one started a horrible squeaking noise. Tried to oil base but did not help. Contacted PB and sent video but they said nothing could be done. No help in getting rid of noise. The chairs were $1800 each. Not happy that I have squeaky chairs when entertaining. Beware when ordering swivel chairs from potterybarn!!!’

Ordered an item online. Shipping was expensive and delivery was delayed past the expected arrival date. Reached out to 'customer support' to add a protection plan to my purchase within the return and exchange window. Was told that protection plans can not be added after the initial purchase and that I was out of luck. (This is not stated on the website to prevent the issue to my knowledge either). The abysmal customer chat support "Sommer" said their leadership would approve a full refund (return shipping included as a one time exception) but would not allow protection plan (which is all I was looking for) to be added. As someone that works in customer support; forcing customers to return a product instead of allow them to give the company more money to protect the item within the return window is not customer centric and I will not be a repeat customer after this wildly poor experience. DO BETTER POTTERY BARN. Reach out to me and honor adding a protection plan for my order to prevent more negative reviews along with the return of unit.

Hydrocotten towels - these towels are a fire hazard my 4 month old dryer in my new construction house had to had the dryer vent cleaned the amount of lint that comes off of these towels is insane!!!!

Still waiting for a refund from last summer due to a faulty item that fell apart in weeks. I was so fed up with waiting I reordered replacements in a different design for my son. The measurements are not as advertised and the lunchbox doesn’t fit into the bag. The drinks bottle rocks and is clearly faulty. No help from CS, going round in circles. Emails never responded to after sending photos as evidence. Have started a complaint with trading standards so at least I get my circa £100 back. Why are they still trading. Surely their profit levels are at a huge loss now.

Great Christmas gifts! I went to their Destin FL location and the customer service was great. I had to return some items I had purchased as Christmas gifts and it was an easy return process.

I ordered a small sized item at the beginning of December, it's now almost January and there is no shipping update.

I tried using their AI assistant to put me in touch with an actual human, but the only thing it ever says at any time of day is "all of our agents are busy, check back later." After finding all the reviews and understanding just how bad this company actually is I attempted to use it's AI to facilitate and cancel the order. It claimed to have cancelled the order and put in a refund, but there is nothing to suggest it actually did that.

So far the only way I can tell to get a hold of a human is to call the phone number, I haven't done that but it's next.

There simply is no excuse for how long shipping is taking, I know it's December and things are busy but it seems like a lot of people have 3+ month wait times even in the off season. In the age of Amazon if you don't have competitive service you lose business. People are patient, but a month to ship a roll of wallpaper is absurd. 6 months to receive any order, you should have customers burning down your business.

The issues with their AI and the inability to reach a human indicate one of three things:
1. They don't actually want you talking to a human
2. They fired all their customer service reps in favor of the AI assistant
3. The AI is just a pile of shit

Regardless of the reason, none of these things speak well about how the company regards the customer experience. It does seem that they do not give a shit. How this company is in business is unfathomable, and I'd like to do my best to lodge complaints but they've made that impossible too.

Here is to hoping I can cancel my order and get a refund, something that other people have indicated is also a pain in the ass.

I will never purchase from this company again, and I will actively steer people away from it towards better deserving companies and manufacturers. Hope they run out of business.

Don’t shop at pottery barn!!!!!!!! Not worth your time or money here!!! Item that was shipped and cancelled they would NOT return the shipping fee. And NOBODY mentioned it through customer service. Don’t waste ur time!

I rarely write reviews and if I do they are positive. However my experience with Pottery Barn has been so awful I felt that I had to share this experience. I could give zero stars here if I could. I ordered multiple pieces to furnish my new home with one being a custom bed frame in March of 2025. I finally received the bed frame in September 2025 (after a 6 month wait and several follow up calls - with one of the last ones having a customer service rep tell me multiple items of mine had been at the warehouse and they were confused why no one had reached out to me earlier to set up delivery). The bed frame arrived with the incorrect legs (manufacturing error). I had to call and follow up multiple times to prompt the order of the replacement legs which was crazy to me the amount of effort I needed to put in to correct their mistake. They then tell me the replacement order would arrive in ANOTHER 6 months and there was nothing they could do to expedite this. I do not blame the customer service reps directly but rather their overall service model which seems extremely reliant on third parties and an overall sentiment of “not my problem, nothing we can do”. After the order for the replacement legs were placed I called AGAIN to re-confirm yet again that the order was for all 4 legs (since the order confirmation email was vague) which they confirmed it was for all 4. Yet in December when the replacement legs finally arrived - it only had one leg in the order. I AGAIN had to pro-actively call (even though I was told they’d reach out to me - which I waited a week for any communication from them but heard nothing) to yet again prompt the customer service rep to place ANOTHER replacement order which is now estimated to take another six months. The lack of care or pro-activeness to fix a mistake has truly been mind blowing. My other pieces arrived with the correct parts but I had issues with the delivery (things were put together incorrectly / uneven etc.) - it has felt like pulling teeth to get the pieces I ordered, every step of the way. Again, I do not blame any single person but the overall service model they have in place. After this is finally replaced I will NEVER be ordering from them again.

No way to email or reliable chat. No good answers on the phone other than reading from a script. No flexibility, no customer loyalty.

Unacceptable and unprofessional service – Huntington, NY store
I placed an online order to be shipped to the store for pickup at your Huntington, NY location. When I arrived and stood at the service desk, instead of being greeted, an employee yelled across the entire store, “Can I help you?” I responded that I was there for a pickup. She then yelled back—without approaching me—“Name?” forcing me to shout my name across the store. That alone is completely unprofessional and inappropriate.
She eventually returned with two boxes, dropped them on the counter, stated “You’ll have to make two trips—the bottom one is pretty heavy,” and walked away. I am a 71-year-old woman. She watched me leave one box unattended at the desk, struggle to carry the other, and attempt to open the heavy front door by myself. She never offered assistance. A kind customer—not your employee—ran to help me open the door.
Equally troubling: despite clear instructions given to me at the time of purchase, she never verified that I was the person who placed the order. She did not ask for identification, a receipt, or any proof of purchase. She simply dumped the boxes on the counter and walked away. This is not only careless—it’s a serious lapse in basic customer service and store procedure.
At no point did she greet me, smile, or show courtesy. Her demeanor was annoyed and dismissive from start to finish.
I recently purchased a new home and am in the process of decorating, spending significant money with companies like Ballard Designs and Serena & Lily, where customer service has been consistently professional, attentive, and respectful—the reason I continue to shop with them. This experience stood in stark contrast.
To make matters worse, when I previously reached out to Pottery Barn on Facebook with a question about a purchase, I was ignored entirely.
Shouting at a customer across a store, failing to verify identity, abandoning a customer with heavy merchandise, and showing no basic courtesy is unacceptable. This experience ensured I will seriously reconsider shopping at this store—or recommending it to anyone.

Cambria (stone color) dishes with permanent marks. Over the past few years, I purchased multiple pieces of Cambria dishes, including 8 dinner plates, 8 salad plates, 8 cereal bowls, 8 soup bowls, 2 large serving bowls, multiple serving trays. All dishes, all made in Portugal, have extreme silverware marks from use. I have never had this with other dishes in my 60+ years. I am now reading complaints on other websites about the same thing. Pottery Barn does not appear to have reviews on their website, which is sketchy imo. Pottery Barn did zero to mitigate my losses. Much was purchased online and some from local store in Eugene, OR who were not very helpful. Originally from the SF bay area, I have been shopping at PB for about 40 years. Not anymore.