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.

Anticipating our move back to NY state, I ordered living & dining room furniture from the Mashpee, MA store In early April 2024. The items slowly trickled in throughout the summer. The bar cabinet top arrived before its base. When the top finally arrived, I discovered the doors were misaligned and warped. The repair team came and said I needed a new door; I'm still waiting for it to arrive. I'm also still paying my bill. Since I've spent so much time and energy trying to solve all the problems with this order, I'm spent! As of now, I just want to return the whole dining room set a get a refund. The design agent from MA said I would be compensated. However, I've had enough! I just want the company to pick up the whole dining room set and credit my bill. Is that too much to ask?

On 12/10 I ordered a Buffalo Check Chambray Blue Anywhere Chair for my Son. The item page specifically listed it as "deliver by Christmas" and this was confirmed at the time the order was placed as I was given a delivery estimate of 12/19-12/23. However, to date (12/17) I have yet to receive any update/tracking and when I checked my financial institution the payment remained pending still. I followed with pottery barn "chat" which is non existent and was repeatedly told they could not "find the order." I searched for some record of it and eventually found a current order not under my account listed as being "back ordered" and estimated delivery of 1/3-1/9. This is not okay. Specifically ordered as an xmas present due to the promise of delivery before xmas. Never received notice. Now I cannot find a way to cancel or stop it - despite their never having processed the charge and not only am I out the gift but there is a hold on my account for this! Unable to contact PB. I want this cancelled and released so I can replaced this order.

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.

When my delivery arrived, the delivery team did not have the parts to assemble the bed. They drilled a random hole with a screw gun in the side of the bed and damaged it, repackaged the bed and brought it down to my front lawn. I was on the phone with two different customer service representatives. One was rude and laughed at the situation. One told me I can reject the bed and get a refund. I agreed to this. The rude agent called back and spoke to the delivery team. She said NO - relinquished the refund and the men left the bed on my lawn and packed up! My husband had to get the items in the garage with one man while the other texted on his phone. They drove away. I called customer service multiple times after. Finally, someone agreed to send parts - but only in APRIL and my husband will have to assemble! I will not wait five months. Your company stated it is not returnable because it is custom - this is false - it is made to order-totally different.
I now have an unusable $1500 bed in my garage in pieces. I am sleeping on a mattress on the floor as your company asked me to clear the area. This has been a nightmare and I will not accept this!

I ordered this item August 21, 2024. About 10 days ago I received notification that it was finally at the Delivery Center and I could set up a delivery date. I have been trying to do that since without success. What I HAVE received is the person telling me they're "sending and email" because they don't see available dates and I will be receiving a call back. I have called every day getting the same reply, no information, no call back, no explanation, NOTHING!
Today I told the person on the phone that it was unacceptable and I would like some sort of response as to why I can't have the furniture I ordered almost 3 months ago. I asked for a manager. I got to speak to someone who did not listen at all, in fact after I let her ramble I tried to speak but she kept interrupting me. I actually had to tell her to please listen to me as I had when she was speaking. I explained that I understood what she was telling me and already knew this information but what I was searching for is a solution. Her solution to me was to keep calling back. I am speechless...

I started calling Pottery Barn Kids about the order I placed on August 18, 2024, on August 19, 2024, I saw the message at 8:17 and started calling the first call I was informed that their systems were down, this lasted for 3 hours and 13 minutes. After the 5th try the call was answered by customer service (Mr. Shacar).

Order Number: [protected]
Order Date: August 18, 2024

Customer Service, Policy, and Planning is an area that focuses on how rules are made and how they impact the work of professionals in the field. and planning for the best practices for implementing strategies that better fit the customers' needs. My Pottery Barn Kids Order Confirmation #[protected] At the end of my message it was stated that the two backpacks would not be delivered until December 2024. My Grandgirls start school next Monday and the Backpack is the most important item. The Backpacks were ordered in 3 pieces both. They were sending the rest of the pieces except the most important part which is the backpack to carry their notebooks etc. I wanted to cancel this order and replace it again with items they claim are available for shipping. I was told the order could not be canceled because it had already shipped. While speaking with a so-called supervisor I was looking at the activity of the shipment and what she was saying was not true I got angry with her and called her a liar. That she was incompetent and that she be reported to the CEO for her lack of customer service skills. Our girl's backpack was ordered from Pottery Barn Kids every year for over four years.

Denise Peele

I ordered my fiancé a monogrammed bathrobe for Christmas. I ordered the personalization to be “indigo”, but received it in sparkly gold. After a 45min call to customer service, they offered me no good options. They said there was no way they could send me a replacement in time for Christmas, because they can’t speed up monogram time. They also refused to refund me, unless I printed a label, repackaged the item and took it to the post service to drop off. This is a ridiculous ask of a customer during the holiday season. It’s 6 days from Christmas and I am out a gift, with no time for me to find a replacement. The customer service rep said she could refund me for the monogram fee - 15$, which makes absolutely no sense because the bathrobe was 100$! The entire bathrobe is ruined if it has the wrong monogram on it? I’m extremely disappointed and frustrated. I feel my money should be refunded, with no additional responsibilities to me- after all, I didn’t order this! This was their mistake and they should make it right. No other company has such terrible customer service.

I ordered a monogrammed Christmas stocking for my new baby November 8, 2023. It was never picked up by UPS and said ‘label created awaiting carrier pickup’. I was told I had to wait until the following Friday before it could be reshipped. I called back on the designated Friday because still no movement. It was Black Friday though and everything was on sale. They did get it reordered but two days later it was back ordered. I was willing to wait but then it was canceled without any notification. I called customer service and I was told I could pick another stocking and get 15% off. Pottery Barn sold out of every crewel icon stocking besides one that my other son already has. We all have different stockings from Pottery Barn and I don’t want to buy one we already have. I found the original stocking I had ordered in a store out of state that would ship it to me but I had to pay for shipping. But with the 15% off I was promised I figured it would be a wash. I also have to take it to Pottery Barn Kids to be monogrammed because Pottery Barn doesn’t monogram in store which is 50 minutes away from me. I was told I could call back after ordering from the store to get a credit for the 15% off but now they say they can’t give it to me because it was a ‘store’ purchase and not an ‘online’ purchase. I did everything the customer service agents told me to do and I got screwed over again and again. This has been the worst shopping experience I have ever had and they have lost my business. Terrible customer service.

We purchased a bed September 4th and delivery was promised between Sept 29 to October 13th 2023. When it was not delivered by this time I called and was told that my new delivery slot was now by November 16th. When I missed a call by one day I was slotted for November 29th and then got a slot for November 21st after a cancellation. Called yesterday to confirm and was told they were running late for my 3:30 to 5:30 delivery slot. I said they could deliver well into the night. Well at 5:49 I got a message and was told I needed to reschedule that the truck had broken down. Well I could not get a hold of anyone at this point because it was after hours...This morning at 6:53 am I received a call which I returned at 6:59 am. I have now been rescheduled for December 12th. What a joke this is... If the item was in the area of Durango as I was told and on the truck why would I not get it delivered today? Something doesn't seem quite honest in this entire situation. Never ordering from Pottery Barn, Williams Sonoma or anyone that uses Fidelitone Delilvery services again. No one fulfills promises at these companies.

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.

Ordered a bed frame, matching night stand & foundation for mattress on 8/11/23. Estimated delivery date kept getting pushed back b/c foundation was waiting to get to distribution. My bed frame and night stand were ready for delivery but waiting for the foundation before we could schedule delivery. Contacted PB several times to get answers on why it’s taking so long until finally I saw on my own that it was backordered so told them to cx the foundation. I scheduled delivery for the other items. When delivery arrived I was told by the delivery men ONLY the bed frame was being delivered. They put in a call for customer service to contact me. I went to my account information online only to discover the new estimated deliver was 3/22/24-4/11/24, 9 months after I purchased the items. When customer service finally called back he said he would work on getting it sooner. The product is considered no longer available on their website. I expressed my concern that there are no more to obtain since it is discontinued and I was upset the items I ordered and PAID for (my credit card has been charged for the full amount on 8/11/23) were either lost or resold to someone else, he assured me they would find it somewhere and deliver it before the 4/11/24 estimated date. I have serious doubts that I will have the matching nightstands and the lack of honesty is frustrating. They don’t even offer suggestions or alternatives. My issue now is that I have a bed frame that won’t have matching nightstands. They delivered it without giving me the information ahead of time so I could decide if I want to cancel the whole order since they screwed up and gave my items to someone else who likely experienced the same thing.

Had received 3 rewards certificate. Was in line with pottery barn designer and made a purchase using thev3 cetificates. Only one was accepted. The other 2 rewards certificates were reported expired. After much discussion, I left the store after using the $50 certificate.

On sept 11, 2o23 I called pottery barn rewards. I explained I had the certificates in hand. I had not used them. They told me they other 2 were expired in 1-2011! Yet the expiration dates on certificates say sept 18, 2023 and sept 25, 2923. I was kept on hold for 90 min. With a agent continuing to tell me yo hold. I had to get to work so I hung up.

I called again on Sept 13, 2924. I again had to explain the complaint. Why did pottery barn send me certificates with 2023! ex pirating dates but say these expired in 2011? They said call capital one. I called capital one bank who said they do not do the rewards. So capital one snd I had a conference call. Pottery barn again put both of us on hold for 60 min. Capital one stated this was a pottery barn issue. Pottery barn told me that they could not understand snd this error. Pottery barn said they would file an EDT? Report and that I was to call back

Exactly on the 8th day (sept 22,2023.)

Of course by this time the reward certificate on sept 18, 2023 has now expired.

I call back and once again I’m given the same routine, “ the supervisor is not answering their call so please wait”. I again wait another 60 minutes. I could no longer hold again.

Bottom line? I’m cutting up my pottery barn card, I’m sending the 2 certificates back to pottery barn President. If they are so greedy for money that they can’t part with $140

I’m also filing a complaint with consumer reports.

Worst customer service I have ever experienced. This is. Total con job in these certificates. I spent $3 k to get the original $190 in certificates of which

Only $50 recognized.

No one, not the sales person in store or 3 phone calls to pottery barn, could a set my question…. why would pottery barn send me certificates dated sept 18,23, 2024, if Ithese expired in 201-?

I never had a pottery barn card until Feb of 2024.

Never ever ever agsin will I step into any affiliates of

Pottery barn or restoration hardware etc,

Oh, and once I gave them my email address, they now flood me with sale info!

Patricia page

I placed an order for a new bed, the Avalon for my daughter. The estimated delivery date was 10 days. Upon delivery within the 10 day window, the delivery company brought only the bed slats but not the headboard. The delivery company called Pottery Barn and advised that the headboard would be delivered the following week. I allowed them to leave the multiple large boxes of bedding parts in my daughter's room till the delivery of the headboard the following week. Long story short, the head board delivery never arrived! I have been waiting since July 16th, today is Sept 14th and no headboard! The delivery had been postponed at least 5 times! They cannot even tell me with any certainty when it will arrive. At this point, I called them and asked them to pick up the huge boxes with bed parts they left in my home, which take up so much needed space. They weren't even apologetic. Seriously, they didn't even care! I expected so much more from a company that claims to sell top notch furnishings. I will not purchase any of their products going forward.

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.