“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.”
