Pottery Barn

A chair was delivered by a third party company and before they even got it situated they said that there was a tear in it. I am not sure why they say they have a customer service dept because they provide no service to the customer.

You have to go through them to get the issue resolved but the person who is supposed to resolve the issue is a case manager named Asia, who does not call or correspond to resolve, does not take calls from her own customer service dept and after many many attempts to talk to someone higher up in the food chain, I spoke to a supervisor who could not help but contacted Asia's manager.

She is supposed to call but has not yet. DO NOT BUY FROM POTTERY BARN.

Pottery Barn has non-existent customer service. You cannot call them directly, but you can complain through a middle person who types while you're on an endless hold.

I was on hold for over an hour trying to fix an issue, and they not only gave me a headache but could not replace a simple item I was promised almost a year ago. I have been waiting for it to come back in stock, and now that it is, I had to call twice to ask when I will receive it, only to find out I'm not, because even though I sent pictures of the damaged item months ago, they now want it back? Who would keep a broken item for over 7 months? My now-promised replacement will not be granted; instead, I was offered a 20% discount on a new item that I was supposed to get at no charge.

Pottery Barn is a rip-off; their customer service sucks with a capital S, and they are liars. I will not purchase from them again.

We ordered $15,000 worth of furniture from pottery barn in March 2025 for a home which we moved into in April 2025. The furniture was delivered on 5/10/25 and was stained and, more importantly, was way too big for our room size.

This was all designed buy one of the associates. Even if it fit, we had to send it all back because it was stained.

All we could get was a pottery barn, voucher and not a refund per se.

Now we are waiting for our next shipment of pottery barn furniture that we were forced to buy, and it is not coming until September or October.

Do not use pottery barn ever. They are very bad.

I have called and emailed corporate on many occasions and have not gotten any return communications.

I placed an order on April 16, 2025, for a "clearance" item, expecting it to be in stock and ready to ship promptly. To my surprise, the estimated delivery date was set between August 14 and September 3 nearly five months later.

When I attempted to cancel the order upon realizing this unreasonable delay, I was informed that "clearance" items are not only non-returnable but also non-cancelable, despite the item not having shipped.

This policy is both misleading and unacceptable. Labeling an item as "clearance" typically implies it's in stock and ready for quick shipment, not a made-to-order product with a multi-month lead time. Pottery Barn's failure to clearly communicate these terms at the point of sale feels deceptive.

Customer service was no help either.

Their representatives were unresponsive and unwilling to provide a reasonable solution, leaving me with the option to dispute the charge with my credit card company.

I expected better from a brand like Pottery Barn. This experience has eroded my trust, and I will not be shopping here again.

After speaking with two representatives, the bottom line was that what I ordered was incorrectly reflected on the website. The description was a 5-piece outdoor cushion set with a side and coffee table.

The description was incorrect; the coffee and side table did not come with it. Both representatives completely agreed that the description was not correct, and it was clearly a typo because the item on their website today is completely different. Actually, according to one of the reps, you can't find the 5-piece cushion set anymore. Bottom line, what I purchased is not what I got.

I got the cushions but PB is not sending me the coffee or side table. They told me they would refund my order and pick up my cushions or I keep what I got and that's that. Clearly, after waiting 2 months to get the cushions, I am not returning them. I understand that things can be misrepresented by accident and had little expectation that they would honor their mistake; however, I did expect a discount on having to purchase the tables that clearly I should have received in my order.

They were clear, they would do nothing. I will look at purchasing my items from their competitors moving forward.

Customer satisfaction is not on their priority list. They have clearly gone downhill over the last few years.

Purchased 4 bedroom furniture items for $7000 with white delivery service after being given 3 estimated delivery dates for the different items. After speaking to customer service multiple times and getting conflicting information, I was informed that all items are held at the delivery center until a single shipment can go out.

Estimated delivery dates provided in the order confirmation are BS (according to customer service rep) and will be possibly 6-12 weeks longer. Customer service rep was honest that the company is a mess and many consumers complain about this issue. No manager available and rep said to google online to find an email to submit complaint as they arent able to assist? The rep said all they are able to do is de-escalate and she is frustrated too.

Not sure what the point of having customer service if they arent able to provide any help or in my case, accurate information (prior rep had said to call back as splitting the delivery would be possible). Long time buyer and first time complaint but will not be purchasing from or recommending this company again.

I ordered a swivel rocker recliner on February 10. It was supposed to be delivered in May.

Then, it was pushed back to June, and we finally received the chair in July. The delivery was two hours later than the scheduled time, and when the chair was unboxed, it was stained and dirty. Customer service said I could get $150, or they would send someone out to clean it. It is now August 10, and the chair has not been cleaned.

I was under the impression that Pottery Barn furniture was some of the best, but I should have noticed that there were no reviews on the site.

Do not buy furniture from Pottery Barn - it's not worth the wait and certainly not worth the cost. I'm very, very disappointed.

We decided to furnish our new home with Pottery Barn furniture and placed a large order in January 2023. They called and arranged a delivery appointment for the day we moved into our new home in March and gave us a delivery time frame a few weeks in advance, saying everything we had ordered was ready to be delivered.

The day we moved in, I received a random email saying our coffee table had been canceled, so I decided to call the warehouse to see what had happened. To my dismay, they had canceled our ENTIRE order THAT day and could do nothing about it. We had sold all our furniture from our previous home and had lined up and EXPECTED the furniture that day, weeks in advance of this. Not only that, they charged our PB credit card the full amount plus interest even though we had received NOTHING.

From there, it only got more chaotic and disorganized. Furniture that had been ordered back in January and scheduled to be delivered on March 10th was lost, couldn't be found, or was cancelled without our knowledge. Deliveries would show up that were scheduled for specific items and it wouldn't even be what we ordered, just 1 out of 3 items the warehouse had scheduled. After countless phone calls with Pottery Barn and the credit card company, no one could assist or give me one straight answer.

Now, at this point, we are beyond disappointed with the entire experience, but even with all of that, we had also racked up multiple delivery fees even though everything was supposed to be delivered at one time, in addition to over $1,100 in interest charges, which were never supposed to have been applied.

We will never order from Pottery Barn again as we were highly disappointed with how much money we spent, and how disorganized and careless they were. I will be expressing my concerns to the BBB.

Don't order from Pottery Barn - I ordered 3 couches worth over $10,000 from them in November 2023. They were meant to arrive in January but the delivery times kept pushing out.

2 out of the 3 couches finally arrived in March after many calls to Pottery Barn.

I still am waiting to receive the 3rd couch worth about $4500 and have called Pottery Barn more times that I can count. Every time I call I get a different rep who I have to explain the whole story to and every time I get a different story as to why my couch hasn't been delivered.

Finally, one of the reps told me it was lost and that they needed to called the delivery company to confirm it was lost and that they would call me back with an answer. Well, of course they never called me back so I had to.

This time I got a manager and after quite a bit of back and forth, she informed me that my order had been cancelled back in February!

I had never given consent to cancel my order to anyone on there team and I never got notified by any means contact that my order was cancelled.

I don't even know whether I got a refund and when I went to look at the sofa to re-order it, they don't even carry the white performance fabric that I had previously order.

I'm absolutely done with Pottery Barn they have a completely messed up customer service department. Save your self some stress and money and don't order from them.

Customer service at its worst!

My wife placed an order, then called back after a week or so because the item was not available when needed.

Customer Service is through Williams Sonoma.

On the first call, the customer service person assured us that the order was cancelled and my wife should receive a confirmation within 24 hours.

A week later, my wife called again because we had not received any confirmation and the website still showed the item on order. Customer service confirmed that the order cancellation would be expedited and the refund credited to her credit card.

Now, two weeks in, she has not received a confirmation of the cancellation and the website still shows the item being on order.

She called today; customer service said that their system shows the order was cancelled on one part of their system but not cancelled on another part.

Customer service says they have now escalated the request to the admin level, where it should be addressed and corrected.

Customer Service says they will get back to us within 48 hours and confirm the cancellation and credit.

We shall see... Stand by for updates.