Pottery Barn
Reviews and Complaints

If there a 0 star, I would give it. It has been five months and our sofa is finally showing up tomorrow after we were told it would be six weeks. Their customer service department is no help, unknowledgeable and rude. Their delivery company blames Pottery Barn, and Pottery Barn blames them. It is a total mess. Don't order anything ever from this group. Hopefully when it shows up tomorrow it will be correct, but my expectations are extremely low. Their prices are high for this type of service and quality.

Not happy with this company! ordered two chairs for Christmas gifts for grandchildren on 12/5 and I still do not have them. So far they have told me they would be delivered on

12/12-15, then on 12/25-27, then 01/01-04. I have called each time and they have told me they would be delivered. I don't understand how they can tell me something and not deliver my product. They now say they will be delivered 01/8 to 01/10 I kind of feel like a fool to believe them. Also, they charged my credit card the day after I ordered the chairs over $700.00 .

We purchased Willem armchairs in the Velvet Midnight. These were not a special order, they were in stock pieces. The order was placed on 11/11 and the chairs were received on 11/16. We paid the full price of $1149 a chair. The chairs are nice and I have no complaint with the item. On Monday the 20th I received an email that they were on sale for $919. We went into the store where we ordered them and they couldn't help us with a price adjustment. We called customer service and they also would not give any adjustment. We are actually within the 7 day return window and were told we could do that, but would be charged double shipping! We even said we would take a store credit because we have been loyal customers and have spent alot of money with this store.

Do not order furniture from pottery barn. The shipping isnt accurate so when you view it online, it sounds like its in stock and ready to ship. But after you order it, it shows a date way later. PLUS they tracking link info doesnt match the email notification date. So it's very difficult as a customer to know when it is actually going to arrive. After a ton of changes, I canceled but they still charged me for shipping. SUPER unfair since the date changed from Oct, to Nov and then to Dec. I spend HOURS on the phone trying to cancel the delivery as well... literally 3 hours or more. SUCH a waste of time and energy. DO NOT ORDER FROM THEM. Have you noticed how their official site doesnt allow reviews? Its pretty clear why.That is because their customer service is horrible. GO SOMEWHERE ELSE. They used to be good, but not any longer.

I sent back three items for a refund in late August which were charged to Affirm. They refunded all three but only two were refunded back to Affirm and the third did not get refunded back to Affirm on September 1st. I called them on September 3rd to get the situation fixed. I have called them since then at least 10 times to get the refund issued to Affirm. They have told me continuously a ticket has been issued for the original form of payment to Affirm for $299 but I still do not have the refund and I am still paying Affirm while PB has the product and we are now in late October. #[protected] I am still waiting for my refund and I don’t know what to do next.

I ordered PB kids for a gift, 2 items 1 baby blanket 1 personalized picture baby frame after a week as promised date that state on the website the promised date passed, I called and no one can respond with the right answer, out of stock but will ship as soon they have it? called second time, CS said that will ship from store but nothing from warehouse, 3rd time calling same answer 4th time calling because showing on my order that "We regret we are currently unable to provide a delivery estimate" so I asked then cancel it if you guys dont even know when can be shipped as this is not for me but for a gift. CS answered can't cancel, basically you just have to wait period very rude... this is my first time experiencing very bad customer service with Pottery barn

My pottery barn red Andover cabinet doors do not close. The magnetic closure works, but I believe it's the hinges that got damaged or warped. The doors do not seem warped. I can't find the specific hinges anywhere and even had someone look at it, which I was charged $200 and told to put another closer on the cabinet. Please get back to me and hopefully I can get new hinges.

Thank you

Our Hensley bed from Pottery Barn squeaked horribly for over a year. So much so that I started dreading bedtime. Every time I would turn over in bed, my wife, a light sleeper, would be disturbed. I've tried many fixes, all of which were temporary, until today!

The fix:

Measure the interior distance between your sideboards and cut a 2x4 to size. On my king bed, the distance was 77 7/16". Wedge your precut 2x4 between the sideboards at the head of the bed directly under the headboard. By placing opposing force on the sideboards the squeak disappears. Wood shims can keep the 2x4 tight and in place without screws if your measurement is short. If you care, you could distress then prestain your 2x4 with weather gray for that matched feel, but honestly, once you put your mattress back on, you don't see the 2x4. I hope this helps!

I have been a loyal customer of Pottery Barn for years, and I have always been impressed with their high customer service standards. However, my recent experience with them has left me feeling disappointed. I ordered a sofa from them in August of 2019, and I received email after email pushing back the potential delivery date. After waiting for three months, I started to become annoyed with the situation and decided to call customer service.

Each month when I called, I was told the same thing. "We are waiting for one piece of the sofa to come in, sorry." "I'll send an email to our shipping carrier and follow up personally on the matter." However, I never heard back from a single customer service agent in follow-up as promised. After nearly six months of waiting for my sofa and having just received a fresh email stating another 3-4 week delay in potential delivery, I made yet another call to customer service.

This time, I requested to speak with a supervisor immediately. After waiting nearly 40 minutes to speak with a 'lead', he came on the line with an attitude towards me and said the same thing I had been told for the last three months. "I'll send an email to the shipping department, that's all I can do." He offered no assistance, apology, or solution to the problem. When I responded with an understandably frustrated tone, stating that I wanted to cancel the order due to this unacceptable level of customer service and that I would like an email with written proof of him stating that I would get a refund 'once the other part got to the shipping warehouse,' he refused to send me the requested email, claiming that I was "not giving him incentive" to do so.

At this point, I have lost all faith in this team of customer service reps, and I will never make a purchase from this company again. It seems customer service is dead, and I, for one, am choosing small over big and will find a company that cares about its customers again. I urge you to save yourself the hassle and find a different company to do business with.

This company is the worst I've ever dealt with. I wouldn't give them any stars if I could. I ordered a desk from them back in April and it took them two months to ship me half of it. When I called and texted them repeatedly to ask about the other half, they couldn't give me any information. The top of the desk showed as shipped on their website, but they couldn't tell me where it was. I had to keep calling them to get updates, but all they could say was that they needed to put in a ticket to locate it. They wouldn't even give me a tracking number. They lied to me repeatedly and seemed to be making things up because they didn't have a good answer. Finally, on July 21, I got a text saying they were delivering the desk top that day, but then I got another text saying they had to cancel due to a truck malfunction. When I called to ask when they would deliver it, they said it would be on July 26, but I didn't get any text that day. When I called again, they said they hadn't scheduled the delivery and that it would be on August 1st. When I asked to speak to a manager, I was on hold for 45 minutes and then got disconnected. This was a horrible experience. Their package tracking system is terrible, their delivery process is terrible, and their customer service people are terrible. It's like they don't even have customer service. I cancelled all my other orders because I don't have time to chase them down and deal with the aggravation. When I tried to cancel an order that hadn't even been built yet, they told me I couldn't because it was custom. But I put a stop on the payment because I don't want to deal with them anymore.