“I specifically called store and asked if they had item in curtains… they said no but order online. I said I need item quickly as I had nothing up on windows. We went through website together for a delivery date. Delivery date said within a week. It’s been much longer and they will not refund me until item as been delivered!! So I’m out $$$$ and no curtains. They are a scam company!! They trick you online that you will receive your item and no way you’re getting it for months!
Never again!!!”
“We were really excited for our new benchwright table to come in. For the price, I was quite disappointed in the workmanship of the manufacturer. One side of our table has defects all along it that were not caught before being shipped out. Some of it is more minor so I could see how it was missed but one part is completely cracked. It took us weeks to get the table and the only solution was exchange it and wait again. The table is already assembled and we didn't have to wait such a long lead time to get another one and disassemble the current. Disappointing probably won't order any big furniture from pottery barn again”
“I ordered a sofa. Estimated date of delivery kept changing. I called. Was on the phone for an hour. No clarity, no definite date for delivery, could not answer my call, long hold times, was not permitted to speak to a supervisor.
Called the next day to cancel, was told I couldn’t because item was “custom made.” It was a sectional sofa for which I picked one of May offered fabrics. When I stated that the language quoted to me was unconscionable and not enforceable, that I was an attorney and would sue if they refused to cancel, I was told they had to end the call.
Pottery Barn charges high prices for so-so furniture, it frequently delays shipments (this happened to us before), and customer service is poor. It is difficult to get a straight answer, impossible to get an actual delivery date, and next to unheard of to get actual relief and service.”
“$1100.00 for a Jute/Hemp rug and $1599.00 for the Ayden Swivel Slipcover Chair - junk! After using the chair on a rug that is NOT cleanable or pet friendly as they advertise, this is what I found after turning the chair over to find out why it was squeaking so much. Could not upload the photo of black grease powder dust that cannot be cleaned. This is why you can't review products on Pottery Barn website anymore. They don't want customers to share their experiences with the defective products they offer online. Other companies with imports are much better with what Pottery Barn has to offer and are committed to providing customer service after purchase. In addition - their so-called "free design service" does not exist - after three months of waiting for a response from their Naples Florida store, design manager "Lisa" never had the courtesy to respond to my inquiry whether she was interested in helping me, or whether I should contact someone else.”
“I have talked to several customer service people at Pottery Barn and no one can find a bar cart I have ordered from them.
My credit card has been charged and they have my money and no one can figure out where it is, one person thinks it’s in their warehouse and was never put on the truck.
One person called me to tell me how hard the people work in the warehouse, ok great! Get one of those hard working people to send my order.
I would really appreciate if they would quit looking and just send me one!
Every person I talk to listens but no one does anything to fix it!”
“Tracking an order is no help at all, it gives you an idea of dates, with absolutely no updates.
When I now go to their site online, if I ordered now it claims I could get a more recent date then I was offered weeks ago.
When you call customer service they have no idea.
I called one agent and she answered the phone as she had just climb out of bed and left the phone. Called again got another person who did better, but really could not help me but to say she could tell they were in the warehouse house.
If I get my order, never again PB I’m surprised your still in business.”
“My advice is don't ever buy anything from Pottery Barn!
SLOW delivery! You would think they use horse and carriage. The store staff provide different information than online and the online laugh it off saying that the stores often provide incorrect information. Return a faulty item (and so much of their furniture is such poor quality), the wait time is about a month for a refund even though their return hub is a half an hour drive from my home.”
“Worst customer service ever! Ask to speak to a manager 6 tines 45 minutes later out through. Manager was on a speaker phone and just as rude as the first lady. How do they stay in business. Never again!”
“Purchased a complete bedroom bedding ensemble. Then purchased the curtains. It was then our headache started. Purchased the beginning of Sept with an October 31st delivery. Didn’t receive my order. The tracking information did not update so contacted customer service to only get a run around. Still nothing a week later contacted them again to be told they could not call and speak to the vendor who was making them- I told them I had a hard time a store and the amount of money I spent that they could not do this- I told them Walmart had better customer service. So eventually they said they could fill out a request to the vendor for an update but it would take 2-3 business days. Called back two additional times since I still haven’t heard from them and then they are now saying the order was delayed but the vendor said it would be to me by Nov 16th. Ridiculous to say the least”
“Do not purchase online from then unless you want to be charged triple the amount of money. I purchased a wedding present off a registry for $156 and was charged almost $500 in holding. They would not do anything about it and my account was made negative because I was triple charged for a purchase. All I got from customer service was this is just the way we do it to make sure we get our money from the account. Worst experience ever will not be purchasing from them again ever!”
“I bought a gift for a baby born on August 8 with a welcome message from the new baby and is October 8 and the gift isn’t arriving yet because a issue with a $10 reward, the gift cost more to $100 and nobody call or send a email until I notice the gift was not delivered and when I call them to cancel de order (because is very embarrassing to send a baby born gift 2 months later) the refused to cancelled”
“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.”
