“delivery of pottery barn products is literally the worst shopping experience I have ever had - it took 4 months for a single sun shade and 6 months for a bathroom mirror - their fulfillment is horrific and so slow you could make the products from scratch faster.”
“HORRIBLE CUSTOMER SERVICE!!!!
I ordered a rug the beginning of August.
I've never had any issues with PB until now. I called PB customer service because the rug hadn't shipped and it continued to say processing. When I called, I waited 40 minutes to speak to a manager. She told me ... are you ready for this? "The rug is sold out and she can't cancel my order." So where I am now, I don't have a rug and I'm out the money. This is unlike any pottery barn experience l've had ... or any store for that matter, and it is unacceptable!!!”
“I have been a customer for years. On a Sunday, I went to the PBG store to purchase lamps. A sales woman told me she would help me when finished with her current customer. Fifteen minutes later, she forgot about me and offered to help a young couple standing behind me. I mentioned to the sales woman that she forgot about me but Im happy to leave and come back. The (female customer) starts yelling at me how I "should leave and come back. Bye bye"! The sales woman looked appalled but said nothing. I could not believe the rudeness of this female towards me, and went to another sales woman asking for help with the situation that transpired. She said she could help me only with purchasing something. I went to the male manager asking for help and he said he doesn't know how he can help me with the situation. He then showed me lamps which I didn't purchase, and left. I don't want to shop here anymore. Terrible customer service.”
“If I could give this company zero stars, I would.
I ordered a book bag for my son, and the embroidery arrived completely crooked. When I reached out to customer service, they suddenly claimed the bag was out of stock and said there was nothing they could do.
I explained my concerns and asked for options, and at that point, they told me they would comp any replacement book bag, given the inconvenience. I was told to go ahead, choose a new one, and call back to process the exchange.
But when I called back later that day, I was told I could only choose a book bag within $5 of the original price—completely contradicting what was promised. After a frustrating and lengthy conversation, they finally agreed to honor the original commitment.
They had me place the new order and pay out of pocket, saying I would receive a $22.03 credit once I called back in 72 hours. But when I followed up after waiting, they changed the story again. Now they claimed that because the new backpack was on backorder for 6–8 weeks, I wouldn’t get my refund until the item shipped.
Funny how they had no issue charging my card right away, but can’t refund a mistake they made.
I have screenshots proving they lied and gave me conflicting information multiple times.
We’ll be canceling the order, and if that doesn’t go through, we will dispute the charge with our credit card company.
DO NOT order from this company. I’ve spent hours with customer service being passed around, misled, and ignored. This is the worst customer service experience I’ve ever had.
When a company makes a mistake, they should take accountability and make it right. Pottery Barn clearly does not.”
“Our very expensive Big Sur leather couch quickly developed collapsed foam in the cushions, making sitting it feel like a big hole. Customer service says this is “puddling” and the store staff have to use hair dryers and other means to restore the cushions in the store. No mention was made of this at the time of purchase. I would warn others not to purchase leather goods from PB and forget their customer service.”
“I have worked as a Trade Partner and Customer with Potter Barn for years. Months ago I reported issues with their slope arm dining chairs retailing for $1400, excluding delivery. All four legs loosen and must be tightened several times a week-frequency has been increasing throughout the years. These chairs are in impeccable condition, I sent multiple photos and have been reporting the same issues with them for the 2 years in which I own them. I was told to continue using the allen wrench to tighten the legs myself. After waiting for 3 months and resubmitting my request for refund, replacement or repair, I received the response that they will do nothing.
I have stated that the issues and it is certainly a chair defect, after reading others commenting on these pieces. The fact that Pottery Barn will not replace, refund or pay to repair (if they truly believe that these are repairable) is the poorest customer service and warranty of any furniture I’ve ever purchased. These slope arm dining chairs are VERY EXPENSIVE. I will NEVER specify or recommend Pottery Barn products for my clients, nor will I be purchasing again from Pottery Barn. I have been a long time customer and professional designer supporting their business and I am alarmed at the lack of support for my business and personal purchases. This is outrageous and needs to stop before others make the investment that I made in PB furnishings only to be left with useless and dangerous items. Shame on you, PB. This has to stop!”
“Pottery barn delivered a chair with a tear in it. Their delivery company brought it in and said that it was damaged. I have spent the last week trying to get someone to address and resolve the issue. Their customer service is dismissive, unresponsive, liars, unaware of their own processes, and they refused, yes refused, to connect me to a manager until I went nuts on the phone and then she was unable to help because she has to talk to another manager, who has yet to call me back. DO NOT DO BUSINESS WITH THEM”
“Extremely slow delivery. I had purchased a bookcase and dresser for my son’s nursery WELL in advance when I would be needing them. Nothing during the checking out process was I made aware that both items were back ordered. It took 3.5 months for the arrival. I will no longer be purchasing furniture items from pottery barn.”
“I placed an order at the end of March for dining chairs and a table. Almost two months later, they cancel the table because it’s out of stock. They tell me the chairs will arrive within a week — fine. So I ask, what should I do? I need another table. They say I can order a different one, but surprise! I have to pay for delivery again — $300 — even though I already paid for delivery with the original order. I tell them I’m not going to pay for delivery twice, and they say, “Well, you can cancel the chairs if you want, but we won’t refund the delivery fee.” And that’s how PB left me without a dining table. I’m never shopping there again.”
“Purchased an expensive beautiful office chair, the well’s chair. It has not lasted and they will not sell replacement parts. I’m so disappointed for thinking this chair would last at least longer then a less expensive office max chair, but this is not the case. I will not shop in pottery barn in the future. Disappointing customer care!”
“I am thoroughly disappointed with both the quality of merchandise and the complete lack of professionalism from Pottery Barn. After purchasing a bathroom vanity that has been in use for only 4 months, the paint is already chipping. I reached out multiple times to inquire about the specific type of paint used or if I could purchase touch-up paint to address the issue. Unfortunately, I was met with complete indifference and no assistance.
I sent six emails detailing my concerns, but received absolutely no response. When I escalated the matter by calling, I was informed that my case had been closed — a case I wasn't even aware had been opened in the first place! This is not only frustrating but completely unacceptable.
It's beyond disappointing to experience such poor customer service and to invest in a product of such low quality. Pottery Barn's lack of responsiveness, coupled with their refusal to assist, has left me completely dissatisfied. I will certainly think twice before purchasing from them again.”
“I purchased Turner Square Arm leather sofa and arm chair from Pottery Barn. I had high expectations when purchasing the $6,000 sofa set, but unfortunately, my experience has been deeply disappointing. Upon delivery, I noticed an white spot on the leather upholstery—a mark that looked like discoloration. I reached out to customer service, expecting a resolution for the flaw in such a high-end product.
To my surprise, I was informed by the customer service that they consider those imperfectoons as "tick mark", natural marking rather than a defect, and they will not provide any replacement or repair.
As a customer, I find it unacceptable to be expected to accept such imperfections in a high-end product. If Pottery Barn's stance as a seller is that the customer should accept this kind of imperfecttions then theoretically, any imperfections could be classified as a "natural mark." Furthermore Pottery Barn does not provide any warranty and if any defect/imperfection occurs with their product they don't stand behind their product quality to provide replacement or repair.
If you're considering buying from Pottery Barn, be aware that what you receive may not meet your expectations—and customer service may simply dismiss your concerns. I regret this purchase and would not recommend it to anyone looking for true luxury and quality assurance.”
“I bought a coffee table on Feb. 2nd and it was delivered on Feb. 8th. On Feb 22nd I received an email from Pottery Barn displaying a $260 lower price. When I called customer service I was told they would not adjust the price because the item was delivered. When I asked to return the item I was told I would have to pay $159 plus $30 to have it picked up. So I have to ask the question…. WHY WOULD I EVER PURCHASE ANYTHING FROM THIS COMPANY AGAIN?
WOULD YOU?”
“I am beyond disappointed with Pottery Barn and will never shop there again. I ordered a bunk bed for my daughters, and they were so excited about it. We were downsizing to a smaller home, so this bed was a key part of their new space. We scheduled movers for February 2, and Pottery Barn was supposed to deliver and set up the bunk bed on February 1, which was perfect. We even paid for White Glove Service to have everything assembled in time for our daughters to see their new room.
On February 1, the delivery team arrived and spent three hours trying to put the bunk bed together—only to realize that Pottery Barn sent the wrong piece! Instead of the top bunk, they sent a matching dresser, making it impossible to assemble the bed. I immediately called Pottery Barn, but they told me they couldn’t help me because it was the weekend and that someone would reach out on Monday.
We were devastated—our daughters had nowhere to sleep. We only had one single bed from our old house, and our 3-year-old had no bed at all because we had already given away her crib. She had to sleep with us, which was not what we had planned for her transition into a "big girl bed."
Monday came and went—no call from Pottery Barn. I had to call them myself on Tuesday, only to be told that it could take three to four weeks for the missing piece to arrive. This was not acceptable—especially because the partially assembled bunk bed left a large open gap, which was a serious safety hazard. My daughter fell through the opening near the desk, making the situation even worse. I even have photos to prove how unsafe this was.
At this point, we had no choice but to go to IKEA and buy a different bed just so our kids had a safe place to sleep. Now, their room has a double bed, a single bed, and two massive side pieces of an incomplete bunk bed taking up all the space, leaving no room for them to play.
I called customer service again, asking what they could do to compensate us for this huge inconvenience and safety risk. Their response? A measly 20% off. That’s it. We spent almost $6,000 on this bunk bed, expecting high-quality furniture and service, and instead, we were left with a stressful, frustrating, and unsafe situation.
Since customer service was unhelpful, I finally requested a refund and asked them to pick up the bunk bed pieces. They told me that someone from the delivery company would contact me to arrange the pickup. It has now been almost two weeks, and no one has contacted me. I am still out $6,000 and stuck with three beds crammed into my daughters’ bedroom.
This experience has been an absolute nightmare. No one from Pottery Barn helped me. No one followed up. They took my money and left me with a disaster. I will never shop here again, and I would strongly warn others to stay away.”
“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.”
