Pottery Barn
Reviews and Complaints

I have placed several orders with Pottery Barn over the past several months. Two of those orders were considerably large—for furniture, placed on September 4 and September 7th. My credit card was charged for the majority of the furniture directly after I placed the order, showing in my account history that it had been shipped and on the way to me in the next few weeks. Part of my order included a couch and chair that was “custom” built. The couch and chair were not billed at the time of the order-expected to be delayed for several weeks. The remaining items were expected very shortly. I still haven't received them. Although I am paying for them. OVER TWO MONTHS LATER. In speaking with different representatives for PB, they have quite the system going. Initially I was told that these things take a while to deliver. Weeks? Months? Really? Then I was told that for my benefit, they were holding my items in my town so that I could have everything delivered together. Never mind that a couch and chair were being delayed for several weeks and they pre-charged me several thousand dollars on my credit card for the items allegedly sitting in a warehouse in my town. I have been paying for thousands of dollars in merchandise for over two months-merchandise that I don't even OWN yet. PB has my money, interest free, and I don't even have what I've been paying for. The last time I spoke with Pottery Barn a week ago, they assured me that my items were in my area and they were only holding them for my benefit so that I wouldn't have to have a delivery truck make more than one stop. Funny how I paid all those delivery surcharges on every individual item, but now they're looking out for me? One delivery but I'm paying how many delivery surcharges now? Funny how they charged my credit card on September 5, September 6, September 12, October 9, and October 11th for items I don't even have yet, but they're doing this for customer service? Funny how it takes four to six weeks to credit a return but they charge a purchase out months in advance of a customer even receiving it. When I asked Pottery Barn to please deliver the furniture that was already in my area, they told me just how sorry they were and that someone would contact me in three to five days to arrange delivery of my items. Nobody has contacted me. Where is my stuff, Pottery Barn?

5 months ago we have purchased outdoor dining set and a sleeping bed from pottery barn for a total of $4800. both items came defected. The bed arrived without its base and the dining set without its extension leaf. The installer promised us they pottery barn will shipped replacement items within 2-3 days but as you can imagine till today (5 months later) they didn’t. We have called so many times to their costumer servicer as well as have sent at least 15 emails to costumer series to report the situation only to received automated emails that a replacement items are on their way. Our frustration from pottery barn’s inferior costumer service is behind imagination. As a pottery barn loyal costumer who bought merchandise form them for many years I can now say this is the most horrible company to deal with.

We had our designer order a couch for us through Pottery Barn February 12, 2015. It was supposed to arrive somewhere between 8-10 weeks. It was finally delivered August 4th. (25 weeks) I was told by my designer that she and her assistant had called over 20 times waiting on hold forever each time. She finally asked to speak to a supervisor and got a person who gave us a 20% discount for the delay. We were told to call her personally anytime and if we decided to purchase from Pottery Barn again a steep discount was promised. After have the couch a week our son sat on it and we all heard a very loud crack from underneath the sofa. (Our son is not a large person.) We lifted up the sofa and felt two areas under the black fabric that were poking out. We immediately notified our designer and she came over to check it out. See attached photos: She called the women in customer service (who said to call her anytime) left several voice mail messages and never heard back from her. When she did speak to someone else in customer service she was directed to the furniture repair department. There is only an email address for furniture repair. No phone number. There was an instant message that said they would get back to us within 5-7 days. That was Sept. 30, 2015. No return email.

Order bed frame, headboarrd, footboard back inn June 2015. Delivery promised late August. Got call saying was to be dlivered, they cancllled on the day of delivery. "your item didn't get to the wharehouse in time" meaning they are scheduling deliveries BEFORE they know where the good are. PS: had given away our original bed by now! Went thru 2 more scheduled deliveries before PART of the bed showed up; could not use it without the headboard. Then another delivery for the missinng headboard, now it was assembled (with MY tools since they had none on the truck!) and it was manufactured inncorrectly so they took it away on ANOTHE trip Today (October 18) they no-showed (making this the 3rd no show/cancllation and probably 6th 'committed' delivery. BTW: affter teh FIRST screw up, we called Corporate HQ, which usually works for normal companies who care about custoemr serrvice, but in Pottery barn's case (William Sonoma is the parrent company and who our assigned 'problem resolver' worked for) the person they assigned to resolve it basically talked a good game but did nothing. We asked for a real executive reposnible for deliveries call us. They committed to do that and no one has EVER called. Our local store has tried to fix things but seem powerless. We will never order from PB or it's parent Williams Sonoma ever again. if anyone from PB or WS wants to coontact us, refference order # [protected]

I made a purchase of $148.21 and used $125 credit card rewards. An item I purchased was rusty so I returned it, and should have received a credit of $42.04. When my bill arrived the $125 rewards credit was not applied and the returned item credit was not on there. I called and was told the $125 credit had been applied THE DAY AFTER MY BILL WAS SENT and the merchandise return was probably still being processed. I called a couple weeks later, as instructed on the first call AND THE RERURN MERCHANDISE STILL HAD NOT BEEN CREDITED. I said I had a refund coming and was not going to pay because the return would cover it. The rep I talked with said not to pay anything because the credit should be showing up any day. Well...it was applied THE DAY AFTER MY BILL CLOSED. I was charged a fee for not paying. When I called I was switched between the credit card people and pottery barn customer rep. I was told my charge card had not been credited because they sent a merchandise credit "gift card". I said I wanted the credit on the charge...that would take 7-10 days. I was then refered back to the credit people and instructed to tell them I did not owe anything. I said that made no sense that Pottery Barn needed to tell them I owed nothing to which she replied "I can't do that."
Customer service beyond poor. Once this mess is straightened out I am canceling my credit card and NEVER SHOPPING AT THIS STore AGAIN.

I purchased bedding for my child for his birthday on August 6th and was ensured that it would be delivered by August 17th for his birthday. Because it had not been delivered by the 14th, I called to inquire about the delivery date. It was told that the warehouse "messed up" and that they would promise that it could still be delivered by my son's birthday. No merchandise was delivered on his birthday and was told it would be an additional 2-3 days. I again called customer service and was told that my order could not be found despite it being withdrawn from my account on 8/7. I will never order any products from Pottery Barn again due to the negligence on their end.

We were renovating a room by redoing everything including paint, flooring, lighting, furniture, bedding and curtain. We planned to get a complete bedroom set which would cost more than $5, 000. We went to every pottery barn store in our area but couldn't find any display of the line we wanted. We had flooring and fabric samples and paint chips in hand and we were willing to settle for a swatch to complete the design. We went to their website to order the wood swatch (which costs $25) but they didn't have the antique white which was used for that line of furniture. We contacted the customer service. They promised to send the swatch so we waited. It never came. We contacted them again and the same pattern repeated, empty promises, never delivered. Finally our contractor couldn't waited any longer so he took on other projects and left and we were still waiting for the swatch. When I finally realized that it would never arrive I questioned them, I got an "apology" and a promise for "future improvement". They didn't offer to make up for it by sending it now, they never mentioned why it was never sent and why they repeatedly told me they would send it.

First of all I don't understand how they expect to sell any furniture without a display and not even a wood swatch, and we are talking about over $5, 000 worth of furniture. Secondly if they didn't plan to send the swatch at all why not telling us outright so we didn't have to waste all this time waiting for it and could look for alternatives. When I questioned them about this they stopped the communication completely!

Do not shop at the Pottery barn in Henderson Nevada, the sales associate Alice is rude and has no manners! The manager Trinia gets upset if you are given a great price for floor samples by another manager and then wants to take it away from you and tells you " do you want to buy it for retail?" Both of them have bad attitudes and if it were not for loyal customers to Pottery Barn like myself and others they would NOT have jobs!

My husband and I decided to invest in a good quality leather sofa and two recliners. They were ordered and delivered without any major issue. At that time, we opened a Pottery Barn Credit Card account so that we may utilize the awards program. After the order was complete, we had $650 of reward money to spend. I ordered an item on the last day of the rewards certificate. However, because the agent that took my order on the phone forgot to put my reward certificate information in the system, I did not receive the $650 credit. I spent many hours and phone calls explaining this to them, but they refused to give me the rewards money to apply to my new order. I have emailed them as well. Pottery Barn does respond, but only to apologize that Pottery Barn Representative on the phone neglected to apply my certificate. Very disappointing that such a solid company would do that!

My wife and I ordered 2 custom couches from a Dallas Texas store - after the due date came and went (without any contact from PB) we finally had to call them. We went through several dates (all of which were missed). When they finally admitted they had no idea when (or if) we'd get our couches, we cancelled and went elsewhere. To make matters far worse, they now insist that I received a couch and are trying to bill me for one of the couches - that we never received. Bottom Line - if you cannot walk out of the store with it, PB cannot be trusted. They still can't get the billing issue corrected because the Order Department doesn't talk to Customer Service, who doesn't talk to Billing. Wow! Terrible Experience All Around!

We placed an order on January 19, 2015 for an oversized anywhere chair with slipcover. We received the item over two months later (today) on March 25, 2015. When I assembled the chair and upon further inspection, I noticed that the right piping on the armrest has a ripped seam with the thread coming out.

Today, March 25, 2015, I contacted customer service representative Sarah about what can be done to resolve this. My daughter wants the same exact slipcover but was informed that the slipcover has a JUNE 10, 2015 estimated shipping time. I do not think we deserve to wait almost half a year (nearly 5 months) to have our order fulfilled. Also, what would we do with the foam pieces without a cover? They are not usable without a slipcover.

I asked Sarah to connect me to a supervisor but she transferred me to a gentleman named Scott who was not a supervisor. This has been really disappointing as this gift was for my 4 year old daughter who does not understand why your company would do this to us and make us wait so long. I am truly appalled by your company's way of rectifying the situation (with no offense to Scott since he tried his best).

My wife and I ordered a bed frame from Pottery Barn. We were told that the bed frame would take 8-10 weeks to be delivered from the purchase date. After the ten weeks had elapsed, the Pottery Barn delivery team called us to schedule a delivery. My wife and I took off work to help the delivery folks set up the bed frame in our home. We received a call on our first scheduled delivery date that our bed frame was not placed on the delivery truck, and that the Pottery Barn team would need to schedule another delivery date. My wife and I again took off work on the next scheduled delivery date. The Pottery Barn delivery team arrived at our home with two rather small boxes. We asked the delivery folks before they entered our home whether this was the entire bed as it seemed rather small compared to what we had been expecting. They insisted that it was the entire bed frame. As we expected however, the Pottery Barn folks only brought part of the bed frame - neither the head board nor the canopy structure made it to our home. In addition, we had to provide the delivery folks with booties and tools in order to open the box in our home to verify that what was contained in the two boxes wasn't the entire frame we ordered. In addition, if we hadn't stopped the delivery team from entering our home without booties, they were also were prepared to track snow and mud into our home where the floors had recently been finished. After taking off work a second time, and still not bed frame, my wife and I were dissatisfied and called customer service.

To say that that Pottery Barn's customer service team was helpful is a serious overstatement. The Pottery Barn team's initial solution was to have us wait another ten weeks for another bed frame to be delivered. What comfort did we have that the Pottery Barn team could get it right the third or fourth time around? Who is checking the inventory at Pottery Barn to assure that two small boxes contain what is a rather large piece of furniture? Why doesn't the delivery team have the proper tools and booties to use for their delivery runs? These are all signs of a very weak process that shows serious signs of mismanagement.

We were not satisfied with Pottery Barn's customer service solution, which was to have us wait another ten weeks for a new delivery. The Pottery Barn team then proceeded to provide us with a 20% discount on the cost of the bed frame. While the 20% discount on it's face seemed like a nice gesture, the reality was that because we waited so long for the bed frame, the current price of the bed frame was cheaper than the price we were paying with Pottery Barn's 20% discount. The logical solution was for Pottery Barn to grant us the current price of the bed frame. The Pottery Barn team repeatedly told us that they could not grant us the current price of the bed frame, because we purchased the bed frame about twelve weeks earlier, when the frame was at a higher price. We continued to scratch our heads because we didn't have any furniture, we had to wait another ten weeks (which is equivalent to starting the process from the begining) and they wanted us to pay more than the current price of the bed frame. In fact, the Pottery Barn team said that we could cancel our original order then go back to the store and reorder if we wanted the current price of the frame. The Pottery Barn customer service team agree that their solution was "dumb", however they were following corporate policy. A corporate policy should create the roadmap and framework for how a company should handle it's day-to-day affairs, however, a corporate policy is only as useful as the folks who know how to implement it and adapt it to a situation - otherwise you run into these backwards solutions that leave a customer further dissatisfied.

I wish the Pottery Barn experience ended there. We canceled our order on the same day that Pottery Barn failed to deliver the furniture and adequately address the issue. When we called Pottery Barn customer service today to ask the status of our refund, which was nearly $1, 700, the customer service team surprisingly said that the order was never cancelled. We then redialed and spoke to another representative, who said the refund should appear in our account by Friday.

The Company has serious weaknesses on multiple levels . We hope the Pottery Barn team can learn from this experience so as to help future customers avoid similar complaints.

No communication! I placed an order for the holidays on 12/4/2014.. today is 12/19/2014, customer service cannot offer any assistance on why my product is stuck in fulfillment nor can they call anyone in the warehouse on why its not shipped... I asked for a supervisor and was told "NO ONE CAN HELP ME"! really?

"I have placed many orders with Pottery Barn before, and this issue happened just recently in the last month.

I have a few items in the cart and I was waiting on a good sale with emailed promotional coupons.
After trying out a coupon to see if it applied and clicking remove coupon my order would automatically be submitted.

After calling up to cancel the order that I did not submit, Pottery Barn Customer service would tell me I had to wait 24 hours before they can cancel my order and it would be canceled. ( which later I was told they have the ability to actually submit for cancelation but the rep. lied)

So, the next day I would call in to cancel and they said everything was in and if an item ships i can call in to re-route back to Potterybarn. Which ended up happening but when i called the next day saying a package shipped already that the re-route was no longer an option. Also that because my item which i didn't place in the first place is not refundable at this point, because it was a monogrammed item.

I have purchased thousands of dollars in merchandise from Pottery Barn just the last few months but their customer service, rules and systems are poor at best these days. Misinformation and screwy website submitting orders when I click remove coupon.

Say goodbye to a long time customer."

I purchased a Pottery Barn Chatham Outdoor Patio Set just a little over 2 years ago. This set is kept in a protected patio area and cleaned only with a damp cloth, yet the finish on this set is in very bad shape. I made contact with PB a few months back, and have received only a run around. Pottery Barn does not stand behind a product that is over 30 days old. I have received nothing in the way of any credit to my original purchase. Buyer beware of any purchase you make with Pottery Barn!

If you live on the East Coast and order something through Pottery Barn that requires 'White Glove' delivery, the item will arrive 5-6 weeks late, you will spend 4-5 hours on the phone trying to identify where the item is located, it will not be truly trackable, and the delivery service will not be proactive, they will literally 'drop' the items in your garage leaving pieces broken and will leave you with all of the heavy duty packaging material (e.g. 3 ft x 6 ft iron boxes) to dispose of.

The customer service team will be very nice and encouraging, but the bottom line is that they don't know how all of the pieces work, they have very little control and they are working with what seem to be antiquated systems.

It may be more expensive to purchase from a local mom and pop store, but I highly recommend doing so. In the end, given the time, expense and worry associated with ordering a PB item, it is worth it to purchase from a local shop.

We ordered two chandeliers through Pottery Barn. Two days later we received an email stating that the item is "on its way." Two weeks later I decided to check with PB. After spending 30 minutes on hold in two different queues, a very nice person answered my call. She stated that items ship from go to a NJ hub, but that some items are not "checked in" to the NJ hub. There is no tracking number, it's simply a guy on a truck who starts in CA and ends on the East Coast and stops for up to a week at a time in different cities. Once it leaves the NJ hub it goes to a local delivery service. This can be hit or miss. My item sat with the delivery company for over two weeks. It took me to be proactive, call the delivery service and find the item. Once found, the scheduling I found to be just fine. However, when the item was delivered several crystals fell off during the unpacking process...one actually rolled to corner of my garage. I found it the next day, broken. The delivery folks are in a rush to get the item dropped and your signature so that they can move onto the next job. The delivery folks told me that once I unhinged my chandelier from its 3 1/2 foot tall metal cage, they would come and pick up the cage at no cost. Getting the chandelier out of the cage took my electrician 1/2 hour, but I must say it was very well wrapped. You guessed it, when I called to have the cage removed, the delivery company...Purnell...claimed that this was not "their policy." and that I was just stuck with it. I asked to speak with a manager and that was denied.

So, the price might be cheap at PB, but you will pay for disposal fees, set up fees and other fees that you never would have anticipated. It's much easier and ultimately cheaper to buy locally.

I made an order to Pottery Barn Teen extended by Fifty One, because it was an international order. The number of my order is [protected]. I ordered 2 backpacks (diferent types), 2 pencil case (diferent types), 1 Water bottle, and 1 Id pouch. I receveid an e-mail from PBteen saying that 1 backpack and 1 pencil case was out of stock. That´s ok. But, when i received i had a surprise. I received 3 packages, each one with 1 pencil case and 1 Id pouch. So, i received 3 pencil cases (same type) and 3 Id pouch (same type). I didn´t received the backpack, and the water bottle. In one of the three package was write that has a backpack with an id pouch, and in the other two was write that has 1 Id pouch and 1 pencil case in each one. But I didn´t receive the backpack! In this package was another pencil case, and 1 id pouch. I sent them 4 or 5 e-mails telling them what happening, but they just told that they sent the backpack in one of those packages, and after that they didn´t answer me anymore. I took pictures and sent them, but they didn´t answer me. The 3 packages was write that they weights 3 lbs. How all the 3 weigths 3 lbs if in one has 1 backpack an 1 id pouch (how they told)? The 3 weights the same 3 lbs because in each one package was with 1 pencil case and 1 id pouch. I DIDN´T RECEIVE THE BACKPACK. I´m not complaining about the water bottle because i didn´t pay for it. But i payed for the backpack! I took photos from the paper of the 3 packages showing them the same weights, but they didn´t care. I´m very disapointed because they didn´t believe in me. They are thinking that i´m lying. And i´m not! Is just look the 3 invoices of DHL (i took photos and sent to them)that they will see that i really didn´t receive the backpack. I´m writting here because i´m very upset with PBteen because my daughter realy wants that backpack. Sorry about my english, i don´t know write well. Thanks! My e-mail is [protected]@hotmail.com

My sons personalized comforter with his name started to fall apart. We contacted Pottery Barn and they sent a UPS box to have it picked up so that they could fix it. After a few days they called us and said that they couldn't fix it, but that we could either replace the item with a new different item or have the original sent back and they would pay us back if we found someone able to fix it. Since my sons comforter was now out of stock, and it was the only to match his room, we called them back to ask for ours back. Except now they have disposed of it, and its gone. So now were out of a comforter, that they were suppose to fix. Had we known that we were sending it back to them to be disposed of we would've never have sent it in the first place! Sooo Upset! Screw Pottery Barn. I will never do business with them and I will be sure to spread the word!

They were supposed to deliver our section in early December, finally right before Christmas they delivered it and one section was missing because of "damage". THen they said we would have it the next Friday and they brought the wrong piece. Nobody knows anything, we paid good money for quality service and furniture, we are not getting that.