“Dear Pottery Barn team,
I hope this message finds you well.
I would like to share my experience with the table I recently purchased, which took about six months to be delivered. Although the delivery took longer than expected, I understand that unforeseen circumstances can arise. However, what left me quite disappointed was the issue that occurred with the wooden piece of the table, which split due to the wood likely being used before it was fully ready.
After some research and reflection, I concluded that this issue may have been a result of the delayed delivery. I understand that the warranty has already expired, but given my experience, along with the significant delay in the delivery, I believe this situation deserves a more thoughtful approach. I feel that by offering a solution, Pottery Barn would not only maintain the quality of its service but also preserve the trust and relationship with its customers, who, like me, choose your brand for the excellence of its products.
Therefore, I kindly ask that you reconsider the situation and assist me in replacing the defective piece. I believe this gesture would show Pottery Barn's commitment to its customers and the quality of its products, even when unforeseen circumstances arise.
I greatly appreciate your attention and look forward to a positive response.
Sincerely,
Edison Lima”
“Paid $1000 for a dining table. About a month in, one of the legs got loose so we figured just tighten it. We did, and that same leg kept becoming loose and we keep tightening each time. We finally contacted them several months out saying that we tried fixing the issue ourselves and it's not being resolved. They wanted to send their guys out and they seem to have really tightened it good. Sure enough it happened again and now they said it's been over a year they can't do anything about it. We received a defective and they won't đi anything. It's not worth the $1000 and the trouble.”
“DO NOT BUY!! We purchased over 5k of bedroom furniture (bed frame, night stands) and they came to put everything together and we noticed missing screws and fasteners along with bent metal pcs after they completed. Absolute Garbage!!”
“Worst company I have ever experienced. Nobody knows what’s going on in any area of their company. Absolutely the most frustrating experience ever! 2 months late, daily calls are a waste of time, annoying emails are autogenerated and incorrect, and I have yet to receive my Oder from 8/8/24. It is now 1/26/25…. Still waiting USELESS”
“I recently purchased the Kraveth bedding collection. The items smelled horribly of petroleum/plastics and the material was very rough and unpleasant. I had to return them. Very disappointing as this could have been an amazing product partnership.”
“Very bad misleading on the white glove treatment. Bought a 9 foot tree and we were suppose to have it set up in the home including spreading the branches. The men would not spread the branches for us as we paid to have it done. Went back to the company to get reimbursed (100) and would not give our money back. Do not get the white glove treatment it’s a scam .”
“Absolutely horrendous. After I paid, the order got delayed a month and now they say I can't cancel it. This has happened before. They never deliver on time. Be prepared to wait a year for your furniture, with NO customer service. Worst company ever.”
“Do not buy anything from pottery bar that has to be delivered. We purchased a $5000 dining room set in October with the expectations that it would be delivered in December. The whole set came in the middle of December. They couldn't give us a delivery date till after the new year. This house was a vacation home 2 1/2 hours away so I requested a weekend delivery. They gave me a Saturday delivery. Three days before Saturday they called to make it a Friday. I said that can't be done. It's a weekend home. So they said OK no problem. They will be there. We go out there Saturday morning and I see the delivery has been canceled. I called Pottery Barn and they said the delivery guys have the items on the truck, but that they canceled the delivery on a requesting somebody to reach out to us. I asked to speak to a manager. The customer service person said the manager wants to know what I want. I said I want the delivery today. The customer service person told us the manager said that wasn't possible. The manager didn't even have the decency to get on the phone with us and tell us themselves. Do not buy anything that requires a delivery from Pottery Barn. Absolutely horrible experience”
“Do not buy Pottery Barn furniture. They take over 6 months to deliver or they do not show up at all and they don’t tell you that they won’t be delivering your items. Their products are all in back ordered.”
“Pottery Barn is trapped in 1995 and their website is probably the worst I have ever seen --even for 1999. Plus, they give customers no options to buy replacement pieces or to do update/upgrades to products they have previously purchased (it is called margin and making more money jeez). They have a lot of product but apparently no management. For starters their website needs to be updated and the product portfolio needs to be made flexible so customers can choose what they want and update/upgrade product to fit their needs. And yes for a small investment your customers will likely spend more money and continue to do business, rather than go to Wayfair or some other competitor. People want to spend money, make it worth their while for godsake, it is not that hard in 2024.”
“We had purchased a dining room set for a vacation home. We had ordered it in September. I understand they don't ship until all the pieces were in and they do it all at the same time. Chairs were supposedly doing in December. I had called Pottery Barn and explained that I need this for Christmas week as we would be at that house only during that week. They said no problem. Now I get an email that the set is ready for delivery. I called right away to schedule delivery and of course they have nothing available until after January 1. The delivery company is part of pottery barn. I had a similar issue with Castlery. However, when I called Castlery theyb accommodated us no problem and they were dealing with a separate delivery company not even an in-house delivery company. Now while Pottery Barn quality is still good. It definitely is not as good as it used to be. And as far as customer service, it's definitely not the same and would not help us out on this issue at all. I should have just went for the Arhaus set.”
“They engraved the wrong name on the Christmas gift I got my roommate. Proceeded to tell me there was nothing they could do about it but I could return the product and order another one, paying entirely out of pocket with no hope for any compensation until after the new order is finished (and even then, it's only a maybe). Did not have any of the original product I ordered in stock, needed to buy a smaller one yet paid MORE than I had originally paid. Horrible experience overall. (Also, the original delivery was late and the new delivery will not be until at least two weeks after Christmas).”
“I can't even tell you how much money Pottery Barn/Williams Sonoma has lost from me over the years because of their ridiculous shipping charges. I usually fill up my cart with thousands of dollars of items every year and every time I see the shipping charges, I decide to shop somewhere else. On top of that, their long shipping times are atrocious. They are truly greedy morons.”
“They canceled my order 2 days before the delivery day. But ok I still calmed. I called to the editing department and this angry lady since the second she picked the phone she was nothing but rude. I told her politely I have questions but she was so annoyed by my question.. OBVIOUSLY SHE IS not happy been an employee..
Sorry dear but you are not rich enough to be at home playing piano. So you have to learn manners of how to treat people.. QUALITY! PB prices are high and their costumer service is p💩or.”
“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.”
