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1.5 290 Reviews

Pottery Barn Complaints Summary

33 Resolved
245 Unresolved
Our verdict: With Pottery Barn's very poor resolution rate, careful consideration is needed. Research their service comprehensively, and read up on how they handle customer disputes. If you face issues, be prepared for potential challenges in obtaining resolutions and explore other service providers as backups.
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Pottery Barn reviews & complaints 290

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2:53 pm EDT
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Pottery Barn daily system

I ordered part of Pottery Barn's daily system online. When I received the 3 items and opened them, the handing or mounting systems were missing. When I called the customer service and told her about it, she told me I had to order it separately. I was looking online when I spoke with her and told her that in the overview description and details description, there is absolutely NO mention or highlight that such mounting devices needed to be purchased separately.

She said I could order them and have it in a week. I asked her to expedite it, for I saw it as an error on the company side - false advertising. Her response was that I would have to pay the rush fee. I reminded her that in this crappy economy, I would think that they would want to do what they can to keep their customers happy. And, this was certainly not doing it. I will never shop from Pottery Barn again, and I will tell all my friends what a crappy company they are.

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9:15 am EDT
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Pottery Barn wrong merchandise

POTTERY BARN: I ordered the Malika Rug to be delivered to my NYC apartment. The cost for delivery is VERY expensive and they give you a LARGE window of time. I had to hire someone to sit at my apartment to wait for the rug to be delivered so I wouldn't have to take time out of work. They delivered the rug and left. Well upon unpackaging the large rug it was realized they sent the WRONG one! This is a huge inconvenience! They need to get their act together. To spend 1k plus on a rug and be given the WRONG one is unacceptable

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8:03 pm EDT
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Pottery Barn poor customer service

there is this pottery barn store in brentwood, tn where such poor cutomer service exists.the store supervisor christine is just horrible.everytime i talk to her she gives me th efeeling i am disturbing her and nasty disrespectful tone.i have seen poor cust service in stores before but store such as pottery barn it is not acceptable.i did email the company online where they reportedly wanted to her from the customer .i got no reply back.online store customer service is poor too.they chrge such high price but in case something needs to be returned u cant return to the store but only online.i shop many online stores but pb is the worst when it comes to shipping charges/plus processing chrges.i used to love their store and products but with all this negative feeling i have decided i would never again shop instore or online.

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4:25 pm EDT
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Pottery Barn crinkle puff quilts

Christmas 2008 I ordered new bedding for both teenage daughters. The one set is great. Thick, beautiful color, holding up just like you would expect a $200 quilt to hold up. The other set is two "Crinkle Puff Quilts" from PB Teen. They have not held up at all. Within weeks they were starting to tear just from pulling them up to make the bed. I contacted PB teen, and they refuse to acknowledge that there is problem, and so I am stuck with hundreds of dollars worth of useless bedding. Be careful what you buy, the quality is wide ranging and they do NOT stand behind their products at all. I honestly think that the Target knock offs would last longer and they are less that half the price. I will not be fooled again!

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11:41 am EDT
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Pottery Barn chaise lounge cushions fading fast

i have always been a avid fan of pottery barn. NOY ANY MORE I purchased two outdoor cushions from the catalogue 60 days ago and noticed inside a month that they were fading. They are not even in full sun. I flipped them over and could see a huge difference. Within 60 days I called customer service and described the situation. The representative said that her supervisor said that they do not guarantee fading. I said i could see that in time that they might fade but I had planned on getting more than one season out of them. IF I HAD WANTED INFERIOR QUALITY I WOULD HAVE SHOPPED WALMART OR OR A DISCOUNT. IN THIS CASE I DID NOT GET WHAT I PAID FOR! Very dissapointing to me. I expected more from pottery barn. I will not be purchasing from pottery barn any more in the future.

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Catherine Fischl
, US
Jul 21, 2009 12:31 pm EDT

GRANT MASTERS IS FRAUD!

They took out money from my checking account UNAUTHORIZED! TWICE for $ 38.34 on June 25. Today is July 21 and they still did not put the money back! My bank charged 3 times $ 20.00 ( $ 60.00) Fe for these transactions, Because it kicked my account into negative ! I think the FBI should get involved and shot these people down!

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8:47 am EST
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Pottery Barn extreme small and shedding

We own a shag rug from Pottery Barn. The rug has been extremely smelly over 1 year and has been shedding for the time we had it. Eventually the weird smell went away and we thought the shedding would disappear also. I am vacuuming the rug every other day to keep the shedding under control. Christmas we had friends over with a baby. We were all in the room and out of the sudden the baby started to cough etc. We discovered that the baby had lots of the carpet wool in her mouth and we had to dig it out. Thankfully nobody got hurt because she was under immediate supervision. So I called PB 4x and was rudely treated because the carpet was a present ($1000) and I did not have the receipt. At the beginning of January I eventually got a person on the line (after sending numerous emails, offering to send photos of the tags and the carpet and offering to send them my collected sheddings - from a day worth and out of the babies mouth!) But NOTHING. Anyhow, Harriet Wilson helped me and assured me that she would pass it along to the legal dept and they would get in touch with me. All I was asking for was to replace this faulty carpet. She told me I should wait 2-3 weeks. 4 weeks later I called again and talked to her and again, she asked me to wait. On Feb 21 I called (my first contact with her was Jan 10) and had to be very persistent. She "was not on her desk" twice and I asked to be called back by her. She did and said that there is nothing they can do because they need proof of purchase! I asked for the address of the department and she told me to send another email!

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Furious2011
, US
Jun 02, 2011 6:11 pm EDT

PB states that you will be called the night before a delivery, after I made 3 calls to the delivery service and the store I finally was given a delivery window for the next day. 30 minutes into the delivery window I received a call that the truck broke down and no deliveries were to be made - only one truck?

Rescheduled for following Saturday, same problem Friday before, I called twice and was told how busy they were-I don't care. I was told I would be the 2nd delivery on Saturday. My table (Townsend) arrived, it was put together, I was happy until I opened the top to find that one of the hinges was broken, the wood was split and a screw was missing. I hurried and called the delivery service and sat for 10 minutes waiting-I wanted them to come back and get it but they couldn't. I was told PB would call me back about another delivery-it has been an hour and still nothing. I feel I should just forget getting this coffee table because I can't take the annoyance. Now I have wasted two Saturdays because of PB.

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Jilande
, US
Aug 25, 2016 6:57 am EDT

I cannot count how many baby beds + dressers Pottery Barn Kids attempted to deliver and leave with us. Every single piece of furniture arrived with major imperfections. I was left to assume the heat made the stain/finish bubble and run. A few arrived with scratches. This is the very last issue you want to end up dealing with pregnant. Needless to say, we ended up bringing home our baby to an unfinished nursery which was a complete nightmare when you're preparing, nesting and bringing home your bundle of joy. At least they refunded us.

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Jamb K
, US
Aug 25, 2016 6:56 am EDT

I am disappointed in response and attitude by store and corporate staff. I was told I'd receive a response via phone in a couple of days. Over a week later, still no call. Had to go through the whole routine multiple times, only to be decline in the end. Other stores are much better about refund/store credit options. People seem to equate Pottery Barn with quality, but I'm not seeing all that much. Other stores that are less expensive are just as good, if not better. I won't shop PB or WS again. They don't appreciate their customers enough.

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Memphis Metro
, US
Jul 19, 2016 7:18 am EDT

Despite the bold ad at the top of the page "Get it Before Christmas" they claim that it didn't apply to my item. What's even worse, this is what it says on my item's page:
Delivery Information
For standard delivery of items in stock, UPS will deliver as quickly as 5 business days. Items shipped to Alaska, Hawaii and US Territories will take longer, and are delivered by UPS or USPS at our regular fees, with an additional charge of $10. Some heavy or oversized items cannot be shipped outside the contiguous 48 states. For these addresses or APO or FPO addresses, call our Sales Department at 1.888.779.5176.
This turned out not to be true. In addition, at checkout it read "please allow 5 days for delivery." Again not true.
Customer service was extremely rude and not helpful at all. As of right now, I can expect my item "sometime in January."

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want2buygoodstuff
Carlisle, US
Aug 17, 2012 7:25 am EDT
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I ordered a lamp from website. The picture clearly showed copper trim .Since my sun room features copper accents I thought what a perfect fit! The lamp arrived and it was brass . The base of the glass lamp is non existent
. It is just a big opening. I am very disappointed. I call customer service and they say after an extremely long wait that anything that ends in 99 cannot be returned. What kind of rule is that? Needless to say I have a $172.+ lamp I will be donating or putting in a yard sale. My first and last experience with pottery barn!

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SSHEPARD
Buffalo Grove, US
Nov 18, 2009 5:43 pm EST

Andrea-

Do you know the name of the rug? Is it the Benson Rug? I have a Pottery Barn Shag rug (It's the Benson Rug) and it shed's EVERYDAY! I am also in the process of trying to complain to PB and to get a refund. So far I have gotten the run around. I have 2 dogs and they get sick all the time because they eat the balls of shed that come off the rug. I have even told them that I would send them the shag sheddings everyday if I had too in order to prove how bad the rug is.

I spoke with my local PB store and the sales associate actually told me they discourage people from buying the shag rugs! You know there is an issue when their sales associates discourage a purchase!

DO NOT PURCHASE A SHAG RUG FROM POTTERY BARN!

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2:55 pm EST
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Pottery Barn dreadful delivery service

We purchased a wall unit from Pottery Barn Kids for $1, 550.00, which was to include "white glove" delivery. I asked about this several times, because if we couldn't get it assembled, we wanted to look elsewhere. The salesperson assured me I was paying for and would receive "white glove" delivery. The delivery date came and went, although an email had been sent saying it was on it's way. After talking to different service people, they said they couldn't find it. Then they found it. Then they said they had changed delivery companies and they would have to use the new one and it would be another 10 days. The day of delivery finally arrived and when they delivered it, they refused to assemble it. I called customer service, no help, then called the orginial salesperson and she tried to get the delivery people back out to assemble it. They promised to be there (5 days after it was delivered) and they didn't show. Called the salseperson again, they called the delivery company and they didn't call back. Enough! So we just put it together ourselves, not wanting to wait any longer. I've asked for a refund of the "white glove" amount I supposedly paid, haven't heard back. At this point, just want to forget it and them. But wanted to warn everyone that furniture delivery seems to be an issue with this company, as I've read complaints on several different sites. (Sigh, should have read them before I bought this piece!) So buyer beware.

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8:32 am EST
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Pottery Barn sold the table I paid for to someone else

I had a really negative experience with purchasing furniture at Pottery Barn. I went to get a coffee table there and they did a stock check to make sure they had the item on the premises. The salesperson assured me that they had one in stock, that they would tag it with my sales slip and that I had 30 days to pick it up to save on the delivery fee.

2 weeks later, I arrange to borrow a truck and hand the receipt over, then wait about 30 minutes. They then inform me that they are "minus 2" on stock and that they can't find the table anywhere on the west coast. They had actually sold the table I had paid for and had no way to replace it. From the "minus two" I guess some other person was in the same boat I was.

Finally they actually call some other stores and find one a few counties away (maybe it's time to upgrade the inventory system) and then arrange to transfer it to the store I actually purchased it from. When I ask when it would be in, the person responds with a shrug and then tells me I have to call every day to "stay on them" because there are so many managers that no one knows what's going on. He actually said that! Basically the burden is on me to hunt down the merchandise I already paid for to make sure that they don't sell it out from under me again. There was no offer to ship it to directly me to rectify the problem they created. After paying $700 for basically an MDF box with veneer on it, you'd expect some semblance of customer service.

To sum up, I do not trust Pottery Barn to be able to maintain an accurate inventory or to be able to train their staff not to sell items that are no longer their property!

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ChelseaBill
, US
Mar 04, 2009 7:55 pm EST

I just had an infurating experience buying some clothes from Pottery Barn Kids. In the process of seeking a resolution I learned their inventory system doesn't update as people make purchases. It is based on the previous night's count only. We purchased some clothes for our boys--two of the pieces were listed as on backorder. When we received the other pieces, we learned that the backorder had been changed to "no longer available." Pottery Barn sold us 1/2 of 3 outfits and won't even let us return the half we bought.
I've spent thousands with PB over the years, but this is it for me.

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5:47 am EDT
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Pottery Barn still waiting for the correct slip cover

I purchased a sofa from Pottery Barn in June of this year. It arrived in July with the wrong slip cover. I was told that the correct slip cover would arrive in about 3 weeks that never happened. It is almost September and still no slip cover. I call the design studio every two days and I have spoken with fifteen different customer service rep. They do very little to help me get the correct slip cover. All the say to me is to just wait. I asked for a tracking number and they would not give it to me. Every time I call I get a different answer about the slip cover. I will never purchase anything from Pottery Barn again, they can not deliver what the customer purchased or even care if the order is correct.

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Alexey
, US
Mar 08, 2010 9:11 am EST

I ordered a desk and matching chair, the chair arrived followed by a delayed by 2 months notice on the desk - then after 2 months an email arrived to say desk no longer available, what the *** is the point of the chair without the desk and why didn't pottery barn know there was no desk when I ordered the chair and desk together - dishonest comes to mind! Not my first experience of ordering an item only to be told weeks, months later that the item would never be delivered, stupid me to order again from pottery barn - finally learned my lesson.

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LedI65
, US
Nov 08, 2009 4:40 pm EST

I wanted to be extremely clear as to why you should not buy a set of anything from pottery barn piece by piece over time. If you cant buy the set all at once there is an extremely high chance you will have incomplete sets because there is an extremely high chance they will run out of stock of the item you are investing in piece by piece and dicontinue the set all together and never get it in stock again...and they will give you some bs reason why and you will be left with incomplete sets! I warn you Again if you cant buy a set all at once don not buy it at all from pottery barn. I also wanted to be clear as to the length of time I was taking to complete a set when they just stopped carrying the item all together leaving me with incomplete sets and that time was only a few months even sometimes within a day or week of my first purchase of a piece from a set I usually get a few pieces every month due to my budget. Pottery barn is not reliable in this way there products are there on day and gone the next never to be seen again! These products that im talking about were some of the best and sometimes newest signatur pieces! Dont let a product with the name pottery barn in its name fool you into thinking it will always be a staple collection of pottery barn it most likely will be discontinued soon! Cmon pottery barn get your act together this is bad business on your end you should only deal with companies that are reliable ypur reputation is on the line and has gone down a huge amount in my book!

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George
,
Sep 03, 2008 8:13 pm EDT

PBteen has terrible customer service. They are not responsive and have a poor attitude. They don't honor promotions and add charges to make up any discount. Their over priced furniture is made out of pressed wood.

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8:17 am EDT
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Pottery Barn bad service

On April the 9th I purchased a Charleston style sofa for $1903 dollars. It was to be delivered by May 5 th. We started receiving letters shortly after stating that it was on backorder- no problem! We eventually stopped receiving letters and still had no sofa. I forgot to mention that we paid with a check (Big mistake)! The first week in June I called to find out why we had not received our sofa, after one hour on the phone, it was determined that the store had entered the wrong phone number into the system and our sofa was sitting in a warehouse. WHAT! My question to them was why did they not send a letter asking for the correct phone number? So the saga continues... one week later we received the sofa. I was upstairs tending to our dog, while my husband supervised the setup of the sofa. After the delivery people had left, I came downstairs and to my horror- the sofa they delivered was not only DIRTY, but MISSING the slipcover. The sofa they delivered looked like it had fallen off the back of a thift store truck. I immediatly called the design studio who promised that it would be picked up and our money refunded. We were promised a phone call to sch. a pickup by June 12th. No call! called back promised a phone call by June 14th. No call. I was told that the paperwork has been filled out by pottery barn supervisor wrong x2. The I was told that the lady that was supposed to call me on Saturday- does not work on saturdays and that the hub is closed. This is a nightmare! if I had simply put this sofa on a credit card, I could dispute the charge. The last lady a customer supervisor was rude and arrogant. I told her that it is not brain surgery to have them sch a pickup. I also told her that if I did my job the way they are that I would be FIRED. Her response was witchy- she said We can not fire a whole entire hub, and its your choice not to shop at Pottery Barn again. I bet that if it was her $1903 dollars she would feel differently. So I have an unfinished, dirty pottery barn sofa in my den and I am out ( at this point) of my money. I think they should start paying me interest! Any advice or suggestions I would love to know.

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Linda Griffis
Lafayette L 70508, US
Aug 14, 2023 5:40 pm EDT

Order No. [protected]

Item No. 7796477

Belgian Flax Linen Blackout Curtain 50" X 84" Dark Flax

Ordered April 4, 2023

Promised Arrival Time: April 23, 2023

Linda Griffis

1521 Camellia Blvd, No 4301

Lafayette LA 70508

You have had my money since April 4, 2023. Today is August 8, 2023. Where is this product?

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Jeri Wentz
, US
Jan 03, 2023 4:33 pm EST

Product delivered October 30th with marks on table and leaves not fitting well. Have been trying to get resolution since then to no avail. Have even called store where it was ordered from. Manager has not responded. I have sent pictures three times. This was a $1200 purchase and I cannot use it!

Order#[protected]

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JanetAnn Scott
, US
Aug 01, 2022 4:46 am EDT

I spent 4 hours trying and emailing the trade account re: 2 clients . No one answered. I received an email but never had a response. I have many clients that like to buy pottery barn , this is very disappointed to me . I finally got in touch w someone the next day after being on the phone for 2 hours . But, at the end spike to a nice lady .

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Kbean1212
, US
Jul 10, 2019 4:11 pm EDT
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Working with Fort Lauderdale PB and the 30% discount does not apply to sale items. Well the staff there showed and informed me that a pillow is $1 on sale and therefore does not apply for the 30% sale. This is a shameful, deceitful, bait and switch. You should be ashamed!

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msdeco
, US
Sep 06, 2018 3:10 am EDT
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I understand the marketing and saving behind this promotion, but the programmers missed the designers who hold a trade discount. The promotion in conjunction with the Trade discount is negating the "fast free" shipping, therefore I will not make any purchases for my clients.

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Boisemom
, US
Aug 15, 2018 1:46 am EDT

Recently talk with Travis in customer service. He was quite rude and was not willing to help me. He danced around what I needed help with and really didn't care and wasn't afraid to show it. I've been a customer of PB for yess and never been treated so poorly. Never one to put in a complaint before but I feel this needed to be know
Thank you

Pottery Barn Customer Reviews Overview

Pottery Barn is a popular home decor and furniture retailer that has been in business for over 70 years. The company offers a wide range of products, including furniture, bedding, lighting, rugs, and more. Pottery Barn has received generally positive reviews from customers, with many praising the quality and style of their products.

One of the most commonly cited positive points about Pottery Barn is the quality of their products. Many customers have noted that their furniture and home decor items are well-made and durable, with some even reporting that they have lasted for years. Additionally, many customers appreciate the stylish and on-trend designs that Pottery Barn offers, which can help to elevate the look of any home.

Another positive aspect of Pottery Barn is their customer service. Many customers have reported positive experiences with the company's customer service team, noting that they are helpful, responsive, and willing to go above and beyond to resolve any issues or concerns.

In terms of negative reviews, some customers have reported issues with shipping and delivery. Some have noted that their items took longer than expected to arrive, while others have reported damaged or missing items upon delivery. However, these negative reviews are relatively rare compared to the overall positive feedback that Pottery Barn has received.

Overall, Pottery Barn is a well-regarded home decor and furniture retailer that offers high-quality products and excellent customer service. While there may be some issues with shipping and delivery, the vast majority of customers have had positive experiences with the company.

Pottery Barn In-depth Review

Website Design and User Experience: The website design of Pottery Barn is sleek and user-friendly. The layout is clean and organized, making it easy to navigate through the different categories and find what you're looking for. The search function is efficient and provides accurate results. Overall, the user experience on the website is smooth and enjoyable.

Product Range and Quality: Pottery Barn offers a wide range of products for every room in your home. From furniture to decor items, their selection is extensive and diverse. The quality of their products is exceptional, with attention to detail and craftsmanship evident in each piece. Whether you're looking for modern or traditional styles, Pottery Barn has something to suit every taste.

Pricing and Value for Money: While Pottery Barn's products may be on the higher end of the price spectrum, the quality and durability justify the cost. The value for money is excellent, as their products are built to last and maintain their aesthetic appeal over time. Additionally, Pottery Barn frequently offers promotions and discounts, making their products more affordable for budget-conscious shoppers.

Customer Service and Support: Pottery Barn's customer service is top-notch. Their representatives are knowledgeable, friendly, and always ready to assist with any inquiries or concerns. They provide prompt responses to emails and are easily reachable via phone. Pottery Barn values their customers and goes above and beyond to ensure their satisfaction.

Shipping and Delivery: Pottery Barn offers reliable and efficient shipping services. They provide accurate tracking information, allowing customers to monitor the progress of their orders. The packaging is secure and ensures that products arrive in excellent condition. Delivery times are generally within the estimated timeframe, and any delays are promptly communicated.

Return and Exchange Policy: Pottery Barn has a fair and hassle-free return and exchange policy. They accept returns within a reasonable timeframe and provide refunds or exchanges for eligible items. The process is straightforward, and their customer service team is readily available to assist with any returns or exchanges.

Online Shopping Experience: The online shopping experience at Pottery Barn is seamless. The website is easy to navigate, and the checkout process is simple and secure. Product descriptions are detailed and accurate, providing customers with all the necessary information. The addition of customer reviews and ratings further enhances the online shopping experience, helping shoppers make informed decisions.

In-Store Experience: Visiting a Pottery Barn store is a delight for home decor enthusiasts. The stores are beautifully designed and well-organized, creating an inviting atmosphere. The staff is friendly and knowledgeable, offering assistance without being pushy. The in-store experience allows customers to see and feel the products firsthand, making it easier to make purchasing decisions.

Sustainability and Ethical Practices: Pottery Barn is committed to sustainability and ethical practices. They prioritize responsible sourcing of materials and strive to minimize their environmental impact. They also support various charitable initiatives and give back to the community. Customers can feel good about supporting a brand that values sustainability and ethical practices.

Overall Rating and Recommendation: Pottery Barn is a reputable brand that consistently delivers high-quality products and exceptional customer service. Their website design and user experience are excellent, making online shopping a breeze. The in-store experience is equally enjoyable, with well-designed stores and knowledgeable staff. While their products may be on the pricier side, the value for money is undeniable. With their commitment to sustainability and ethical practices, Pottery Barn is a brand worth recommending. Overall, I give Pottery Barn a 5-star rating for their outstanding products, customer service, and commitment to excellence.

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Contact Pottery Barn customer service

Phone numbers

800 1500 2222 1888 779 5176 More phone numbers

Website

www.potterybarn.com

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