“I ordered a custom dream sofa from Pottery Barn, paying $3,800, and waited 9 weeks for delivery. When it finally arrived, the delivery team couldn’t fit the sofa in the elevator and suggested rescheduling to carry it up the stairs. After 2 weeks, they returned with the same issue, failing again!
I missed two days of work to coordinate this, only for the process to repeat. This was incredibly unprofessional and disappointing. When I requested a refund due to their inability to deliver the sofa, they initially refused to issue one. After lengthy discussions, they finally agreed to refund the purchase but refused to refund the $300 delivery fee, despite the delivery failure being their fault, not ours.
Overall, this experience was a complete waste of time and money. Pottery Barn’s handling of the situation was very unprofessional, and I would not recommend their services.”
“I bought the National Lampoons Christmas sheets, and wanted to do a review on them. They do not let you review their products. I wish I could have read some reviews before purchasing. These are the worse sheets I’ve ever purchased. Expensive rough, & wrinkly no matter how you launder them. Definitely not worth the price tag.”
“Terrible experience with the York Sofa that cost almost $3,000 with shipping. The item arrived damaged with three back cushions. Sent me new cushion cover and it was the wrong color! Then resent the right color and it was damaged. They offer no customer service or follow up.”
“What is happening to their service? Ordered Christmas stockings. The dog’s stocking came with someone else’s dogs name on it! The other stockings were backordered and then after 6 weeks I was told they weren’t available. I ordered a pillow cover and insert. Insert came. Pillow on backorder. A month later I was told pillow cover was not longer available. Waiting for credit so I can order a new cover, which now won’t arrive for the holidays. Pathetic.”
“I bought a carpet at PB Yorkdale in Toronto. I told them I could pick it up when it came in to the store. Salesperson said they had to charge me over $300.00 for the delivery but said I'd get a credit for the full amount less $50.00 when I picked it up.
When I checked my credit card statement, they actually kept over $100.00 rather than the $50.00 I was told they'd keep and sent me the difference. When I complained they said that since they'd already sent me a refund, they couldn't send me more. ??? In other words, they knew they shortchanged me but weren't going to do anything about it. Won't shop here any more.”
“Worst nightmare shopping with pottery barn. I used to be a fan but not anymore. I went to the store to get “pro design” services and the items that were ordered for me when they arrived they didn’t look anything like the pictures I was presented . Sloppy made had dirty spots on them and these are 7 k sofas . The fabric actually gave me a rash just to sit on them for an hour . I asked for return the next morning after receiving them . The refund process was basically impossible. They don’t have anything in stock on the floor in their stores anymore , then they act like those items were “made to order” and I couldn’t get refund at all , weeks later I got Credit back to millions of gift cards that was sent to me day by day. Never again will I shop with them . And they still holding some of my money hostage . And we talking thousands . Some items are not even in the making yet and supposed to arrive in one month and they tell me I can’t cancel them ? I never experienced worse costumer service .
So if you want spend thousands of dollars on stuff that don’t look like their pictures , wait for months to get them, then fight for your money back which you will only get back after fighting and stressing for weeks in many many gift cards be my guest . I shop a lot at cb2 and never had any issues so far . Won’t give pottery barn even a dollar more ever! They also pretended their stuff are made in Italy when it’s all made in china and it looks like it !”
“Ordered Ratan Wall Art in June 2024. Item didn’t state on back order. Item had a delivery date of 2-3 weeks out. My ship gate was changed 4 times and I just received it today October, 12th 2024. I only received ONE call on the last date change that it was running late on delivery .never once did anyone tell me why it took 4 months to deliver this item. Shipping is not reliable at all with this company.”
“I was under the impression that Pottery Barn was quality. I was wrong. I was going to get an electric fireplace from another store and thought I would pick pottery barn for their quality. I absolutely wrong. Not only did the other 3 stores ( including Walmart ) have the exact same electric fireplace for less than half the price. It was NOT real wood at all and fell apart as we were trying to build it. I paid $1,650 ( on sale). Walmart, Amazon and Wayfair had the same ( Real flame ) fireplace for $800. You have lost a lifelong customer and I will never fall for you facade cheap product again.”
“Where oh where to begin.... I've invested over 10K with this company and each year it becomes clearer the priority is PB, not those investing thousands in their furniture. The workmanship has gone down over the years, but the cost keeps going up. I'm talking about sofa sets, for which I've purchased two, totaling over $8K with additional slipcovers. In 2022 I invested $4400 in two Jake slipcovered sofas only to find out they've been discontinued and no longer provide slipcovers. I wish I'd known this originally prior to committing to this "partnership investment" with them. The whole reason I spent that kind of money was so I could get new slipcovers (new sofas) any time I wanted... for a while the slipcovers were the same price as the sofas themselves... and now they've been discontinued.... just like their designs.... no "longer in fashion" !! I wished I'd purchased from Crate and Barrel instead.... buyers think twice before doing business with Pottery Barn, they charge insane shipping also and the wait times can be longer than 6 months. Not worth the wait for basically your grandma's flowered sofa!”
“As a disabled Veteran who guarded over these folks while they were sleeping I am disgusted to find out that Pottery Barn does no longer offer a military discount. I have spent thousands with this company but not anymore. If you are a veteran please do not shop here because they do not support us.”
“Terrible quality, especially considering the price. When I called one week after delivery and requested a full refund, I was told that that was one of two options which I chose and we scheduled for a pick up that following Tuesday however, the confirmation email came and there was no mention of a refund and the pick up date was wrong. When I called to inquire, I was then told I needed to go up the chain of supervisors, spent over a hour on the telephone, then had to go on an email and upload more photos even though when the furniture was delivered, customer service makes the delivery driver take photos before they leave and they sent them back into my house to say that looks terrible. It couldn’t be fixed so they asked me to sign off and said call back in a week or so if it doesn’t fluff up. As it turns out the look is not the only issue. They’re terribly uncomfortable, if you pull up or push down on any of the cushions, there’s a creaking noise that comes from the frame, the cushions slope you forward which kills your tailbone, and they look terrible. I have never been more dissatisfied with a product in my life, and the fact that I paid the amount of money that I did literally makes me sick to my stomach. Amy one of the supervisors was very nice and followed up a couple days later saying I’m still working on it, but I have yet to receive a refund or any communication from the higher supervisors that are supposedly reviewing my photos. I am praying the Pottery Barn does the right thing and refunds our money so that we can afford to purchase a replacement. I will follow up with my review either way.”
“We were told the product would be delivered to us in 3 weeks, now there is a further 2-3 weeks delay. The store manager told us it will arrive on time and we specifically told him we will only buy if it comes in in 3 weeks at the latest, he said “comfortably”. Now we call customer service trying to find out and no one responds! The wait times are ridiculous and even when they pick up they hang up!”
“Placed an order on a Monday, money was deducted from my account on a Tuesday. Showed “preparing for shipment “ for the next 5 days. Called to cancel and requested a refund and was told that I could not as they were using an outside vendor. Donald gladly offered me the option of waiting for the item and then calling and working on a return and refund. Ordering page states nothing about a third party or outside vendor. Escalated to a supervisor Denita who was less helpful and talked over me. They canceled the order and would refund my money 5 to 7 days after the third party acknowledges the cancellation. Not to include Saturdays and Sundays. So, I may see my refund in about 11 days. Which is funny because if I order on a Saturday or Sunday they have no problem processing an order and taking money. Not the Pottery Barn that it used to be. Seems to be going the way of Pier 1.”
“I had a rebate of 150. It had an expired date of April 15th and when I tried to use it on April 15th it said it actually expired at 12:01 a.m. so it was not usable. If they didn't want it used on April 15th it should have expired on the 14th.
When a credit card is due on the 15th you have the 15th to pay it it's not late at 12:01 a.m.”
“I have never received a furniture order from Pottery Barn without a problem, but now I'm finally done for good. Ordered 4 chairs Oct. 1st 2022, & the delivery date was repeatedly delayed. Then I received notices multiple times that the chairs were ready at my local distribution center and I could schedule delivery, but every single time I would then be told right before scheduled delivery that the delivery had to be cancelled because 1 or more chairs were missing. Every time I called to see what was going on I was bounced around to different departments, never received any explanations, and ultimately would just be told that re-orders needed to be placed. I received 3 chairs 1 at a time over approx. 7 months and now as of June 2023, I'm still waiting on 1 final chair that was (not shockingly) "missing" & had to be reordered. I also was never able to get expedited shipping on the reorders. Most customer service agents I spoke with were pleasant, but there is clearly a significant lack of either staff training, staff competence, communication between departments, distribution center oversight, manufacturing efficiency, or maybe a combination of all 5.”
“I've ordered a number of items from Pottery Barn and have never been disappointed with the quality of the merchandise. Items have always arrived in perfect condition and when I've shopped in the stores I have always found the salespeople very helpful.”
“I ordered a beautiful quilted Quinn size bedspread and it was delivered on time and wrapped nicely. Excellent quality, good heft with delicate classic pattern. I shop Pottery Barn often.”
