Most helpful review
New Reviewer

Does not provide replacement parts and will not provide name of manufacturer.

Ordered a triple sconce, Ashland item# 73-317**** for my bathroom. My electrician broke one of the globes accidentally during installation. Called Pottery Barn customer service for a replacement globe and was told they do not provide replacement parts unless it...
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32 comments
#2135742

I have found their customer service to be a joke

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ID
#371413 Review #371413 is a subjective opinion of poster.
Location
Bonita Springs, Florida
Loss
$159

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Verified Reviewer
New Reviewer

Awful customer service

I went online to check the status of my dining room table set. Some items were ready to ship, and I saw that two chairs were holding up the shipment. Also, the shipping date was pushed back a couple weeks. I called to ask if they could ship the table with the white glove delivery and then ship chairs separate, as I do not have a table right now. Agent was extremely rude, and actually wanted to argue with me, raised her voice and continuously talked over me. It was very clear she did not care about my order or experience. After this, I'll NEVER recommend this business or shop here again.
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ID
#3986173 Review #3986173 is a subjective opinion of poster.
Preferred solution
Apology

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Verified Reviewer
New Reviewer

WORST experience and waste of time EVER- do not order from Pottery Barn

Seven months ago I ordered a custom sectional from Pottery Barn. It was suppose to take six months but it was late. Fine. I can understand that. What I can not understand is them making it somewhere in the world where labor is cheap, sending it across the world to be...
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ID
#3954848 Review #3954848 is a subjective opinion of poster.
Location
Fort Lauderdale, Florida

Qs on an area carpet

I am looking to buy an area carpet. I like many I have seen at PB. I would like it to be toxic free. It is difficult to tell which ones if any are toxic free and also if their carpet pads are toxic free. Many of the area carpets have odor free synthetic latex backing, which I assume makes the area carpet not toxic free. Also be interested to know if their furniture is toxic free. If anyone out there has any advice, it would be more than welcomed.

User's recommendation: My recommendation is to PB, please clearly list on your products if they are toxic free.

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ID
#3890567 Review #3890567 is a subjective opinion of poster.
Location
Fuquay Varina, North Carolina

Billed CC…No Shipment

Purchased coffee table in Jan 22. Waited 6 months and were told product left warehouse several times. On hold over 1 hour with Customer Service 3x. Billed CC. On their stated delivery date, emailed that they couldnt find it in warehouse. Pottery Barn is the worst! Found same exact coffee table with local retailerdelivered in two weeks. Dont deal with incompetent retailers who blame their poor service on COVID.

User's recommendation: Don’t buy anything from Pottery Barn!

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ID
#3880144 Review #3880144 is a subjective opinion of poster.
Location
Saint Louis, Missouri
New Reviewer

Broken items

I have received broken orders twice lately . When I called to talk with customer service I was on hold for a really long time. This has happened to other people too. You don't have return service where the item can be packed up and put on the front porch to be picked up. One of my damaged items was a big box and would be very awkward to take to USPS. Customer service said they would give us a return paper to print and put on packages for return. No return label was sent for both of our items. Returning was very difficult and happening frequently.
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ID
#3878157 Review #3878157 is a subjective opinion of poster.
Preferred solution
Apology
New Reviewer

Extremely dissatisfied with furniture

Pottery Barn believes that furniture purchased should not hold up past a year and describes furniture that needs repair after only one year as "normal wear and tear" and my responsibility to pay for and fix. The attachment piece that holds a chaise to the sofa broke off from the nails and rather than repairing this as it requires the fabric to be lifted, is willing to lose a customer that has been loyal over the years. Very sad. I will never order again from Pottery Barn or any of their affiliates.

User's recommendation: Don't buy from this company. I have bought far less expensive furniture that held up better and the company stood behind their products.

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ID
#3867986 Review #3867986 is a subjective opinion of poster.
Location
Hudson, Wisconsin
Pros
  • Looks good on paper

No happy

I needed a new set of hardware for my Sumatra bed. We moved and lost the hardware and they told me they cant and wont send me new hardware. So now I have a bed I cant use

User's recommendation: Nope never.

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ID
#3846889 Review #3846889 is a subjective opinion of poster.
Location
Cape May Court House, New Jersey
New Reviewer

Non-existent Customer Service

It take hours to actually get a customer service representative on the phone who is completely unhelpful. They do not respond to the contact us emails. It is literally impossible to get a resolution. I recently ordered two items, a rug and a rug pad. They were both in...
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ID
#3760414 Review #3760414 is a subjective opinion of poster.
Location
Lees Summit, Missouri
Cons
  • Customer service
Loss
$1400
Preferred solution
Full refund

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Verified Reviewer
New Reviewer

Issued

I paid $300 for shipping and assembly on two items assuming that the shipping and assembly would be for both items in the order. One item was dropped off not assembled late in the night. I was told it was a miscommunication on my part and I still have to pay the $300....
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ID
#3748657 Review #3748657 is a subjective opinion of poster.
Location
Mount Laurel, New Jersey

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Verified Reviewer
New Reviewer

Pottery Barn is run by thieves.

Placed an order on Black Friday 2021. They took my money. Checked the order status, it stated the order was shipped. Kept checking the website with no change in the status and package never showed. Checked the website on 5/17/2022 and my order disappeared from the site. I called customer service, they said that they will look into it and get a resolution in 30 days or my money back. My order reappeared on the site. As of 6/21/22 no merchandise, no change in the order screen and no refund.

User's recommendation: Stay away.

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ID
#3693247 Review #3693247 is a subjective opinion of poster.
Pros
  • Impressive selection
  • Merchandise looks nice
Cons
  • Incompetent people
  • Steal your money
  • Merchandise does not exist
Loss
$139
Preferred solution
Full refund

Staffing unbelievably rude at Green Valley NV location

Beyond rude. I challenge PB to look into this I have recorded conversations and screenshots.just waiting for anyone to ask

User's recommendation: So rude.

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ID
#3677700 Review #3677700 is a subjective opinion of poster.
Location
Las Vegas, Nevada
New Reviewer

Trying to talk to someone on line.

I have been on hold for 27 minutes now, trying to return two picture frames I purchased on line. I am not sure what the problem is, this is ridiculous . Pottery Barn needs to hire more people.
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ID
#3625732 Review #3625732 is a subjective opinion of poster.
Location
Highland Park, Illinois
Loss
$124
Preferred solution
I would like to set up a return and have my Credit card reimbursed.

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Verified Reviewer
New Reviewer

DO NOT BUY THE MELANGE QUILT #794**** COTTON HANDCRAFTED QUILT

Pottery Barn - DO NOT BUY THE MELANGE QUILT #794**** COTTON HANDCRAFTED QUILT
Pottery Barn - DO NOT BUY THE MELANGE QUILT #794**** COTTON HANDCRAFTED QUILT
Pottery Barn - DO NOT BUY THE MELANGE QUILT #794**** COTTON HANDCRAFTED QUILT
Pottery Barn - DO NOT BUY THE MELANGE QUILT #794**** COTTON HANDCRAFTED QUILT
Pottery Barn - DO NOT BUY THE MELANGE QUILT #794**** COTTON HANDCRAFTED QUILT
Pottery Barn - DO NOT BUY THE MELANGE QUILT #794**** COTTON HANDCRAFTED QUILT
Here is my review of the item I purchased twice - DO NOT BUY THE MELANGE QUILT #794**** COTTON HANDCRAFTED MELANGE QUILT OR OTHER PRODUCTS FROM THIS LINE. There is zero quality control and more than once this item was received severely defective and should never have...
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ID
#3610350 Review #3610350 is a subjective opinion of poster.
Loss
$558
Preferred solution
Significant discount on the one defective item i still wish to keep because I like the style. Full refund for the second replacement quilt.
New Reviewer

Compensation

No white glove service, did not put my farmhouse canopy bed together. Just took a picture of it and dropped it off!
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ID
#3569131 Review #3569131 is a subjective opinion of poster.
Location
Upland, California
Cons
  • Terrible delivery
Preferred solution
Price reduction

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Verified Reviewer
New Reviewer

No product and no refund ..still waiting for my $2000 back

I ordered a chair that was reported in sti k on January and turns out it was a lie. It was scheduled for mid March but never showed up ..the wrong item was supposedly sent to the distribution center. Now the replacement was backordered so I cancelled. I was promised my refund within 3 to 5 days. Two weeks later it's not processed and they are still investigating. FRAUD IS RIFE WITHIN POTTERY BARN, every time I call I get a new story and more false promises.

User's recommendation: Stay far away. Go somewhere else.

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ID
#3460323 Review #3460323 is a subjective opinion of poster.
Pros
  • Presentation
Cons
  • Bad estimates
  • Unreliable
  • Lack of delivery
Loss
$2085
Preferred solution
Full refund

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