Pottery Barn Reviews 

Really love their products but customer service is non existant. I pre-ordered faux flowers over a month ago and the week they were due to arrive they stated the items were out of stock and couldn't fulfill the order for over another month. I emailed back asking for a refund and they've ignored all communication, so I'm going to have to get my bank involved. Shocking customer service from a supposedly reputable company.

If I could give a 0 star rating I would. I ordered my 2 beds on July 22nd and they still aren’t here despite saying they would be delivered between August 1-8. I have called numerous times to find out what the delay and I get told they don’t have that information and it’s an estimated time. Customer service is rude, argumentative, and disrespectful. It is now August 24th and I still don’t have beds. 4 of the 6 packages were delivered to the delivery center within a week of ordering but no one can seem to find out where the other 2 packages are located. This is so upsetting because my kids don’t have a bed because their old beds broke. Pottery Barn is disappointing.

Just ordered a crib with white glove delivery. Thank goodness I checked the mattress spring before placing an infant on it. The delivery person that put it together had all of the screws stripped and they completely pulled out of the crib causing the mattress spring to fall to the ground from the higher position.

Never trust a company that does not maintain reviews for its products.
I got some great towels there maybe 5 years ago. Replaced many of my towels a year or two ago and they are all shot, no absorbency, get flaccid after one or two uses. The cost to keep these and keep washing them was more than replacing them with better towels- definitely from somewhere else. Oh, and they cost less elsewhere.
It is time for me to start shopping for furniture. They were high on the list, now are not on it at all, from my experiences and the reviews here.
Glad it's on their souls, not mine.

it is near impossible to find quality furniture online these days. i spent $4000 on a buffet/hutch from PB, which is horrible quality materials and build. really, how do they get away with this? and no option for return/exchange? i spent $2000+ for linen shelves for bathroom and they look like something they purchased from another company, slapped their brand on it, and worth retail $100. the measurements were also false. i spent $1000 on 2 counter top chairs and they literally are uneven and wobble, both of them. i would have been far better off buying from target or walmart.

i knew the market was being flooded with cheap crap at high dollar. but i thought that these ‘higher quality’ brands would be ‘safer’. not any longer. but this was by design, they closed down ‘main street’ and most all smaller/regional in-store retailers and the large corporations monopolize the on-line market and get away with quite literally stealing thousands of dollars from you for crap worth a hundred or two and there is no recourse for the consumer.

After waiting for a backordered bedspread I was just notified my order was cancelled with no plans to restock. Now I need to decide what to do with all the other items I purchased to go along with this cancelled bedspread. This is my second experience like this concerning Pottery Barn over the years and I will no longer purchase from them.

The cost shipping, shipping tax, processing took the product cost of $159 to a total of $226, outrageous.

The most disorganized order fulfillment I have ever encountered

Almost 2 months now, still waiting on dishes to complete my dish set that said 'ready to ship' in beginning of July. Received a almost $500 picture frame for a large photo I had printed which specifically specked 'Metal frame and glass' and when it arrived I was shocked to see that it was not glass but acrylic. For $440 give me a break! I have had to request missed products from my order be delivered multiple times.. still waiting. Just awful. PB is too expensive to be providing this level of disorganization and discrepancies.

I recently had to replace a table for a client. I called several Pottery Barns in the area but the one that stood out was the one in Riverhead. I called and spoke to a very nice gentleman by the name of Bob. I inquired about the table, He told me they didn't have it but, they may have it within a couple of days. He took my name and number and said if it came in he would call me. True to his word, he called to let me know it had arrived! I am so very grateful for conscientious employees that do what they say they are going to do. Not only did he save me time and money, he saved me the anxiety I was experiencing. Thank you Pottery Barn, and a very special Thank you to Bob! YOU ROCK!

I am writing this review because I believe customers need to be aware of a very serious issue I experienced with Pottery Barn Teen’s customer service.
My order was originally scheduled for delivery on August 18, 2026. Due to an internal delay on Pottery Barn Teen’s side, the delivery was moved to August 22, 2026. This delay created a significant problem because I had specifically arranged my relocation schedule around the original delivery date. My moving team was onsite from August 18–21 and was supposed to help bring the item inside and assist with assembly. Because of Pottery Barn Teen’s delay, my moving team was gone by the time the item was rescheduled.
I contacted customer service to explain that this problem was caused by their delivery delay and asked for a reasonable solution. Instead of taking responsibility or trying to help, the representative was extremely cold and unwilling to provide any meaningful resolution.
What happened next was extremely concerning.
After I raised my complaint, my delivery appointment was changed again from August 22 to August 24. The reason recorded in the system for this change was:
“Customer was hospitalized.”
This statement is completely false. I was never hospitalized, I never told Pottery Barn Teen that I was hospitalized, and I never authorized anyone to enter this information into my order record.
I am deeply concerned that a customer service representative was able to use internal system access to enter inaccurate personal information and modify my delivery schedule without my authorization. The timing of this change — immediately after I complained about their failure to deliver on the original commitment — made the situation feel like a form of retaliation against a customer who simply asked for help.
This is not a normal delivery delay issue. Delays happen. What is unacceptable is:
Entering false information into a customer’s account;
Using inaccurate personal information as a reason for changing delivery arrangements;
Failing to provide accountability when the company’s own delay created the problem;
Leaving a customer feeling punished for raising a legitimate concern.
Because of this experience, I lost trust in Pottery Barn Teen and cancelled my order.
I strongly recommend that customers be extremely careful when ordering from this company, especially for time-sensitive deliveries. A company’s true customer service quality is revealed when something goes wrong, and my experience showed a serious lack of accountability, transparency, and respect for customers.

The Quinn Floral Stripe quilt at Pottery Barn. I have been collecting quilts for more than 40 years, and the Quinn Floral Stripe Reversible Quilt is, without question, the poorest-quality so-called quilt I have ever purchased.

The quilt is so thin that you can literally see through it. It is as light as a feather and lacks the weight, substance, and construction I expect from an actual quilt. Based on its appearance and feel, the batting does not appear consistent with what I would expect from cotton batting. You cannot see through a quilt with cotton batting. If Pottery Barn represents this quilt as containing cotton batting, I seriously question the quality and amount of batting being used.

A quilt should not be so thin and insubstantial that you can see through it. At Pottery Barn's price point, even on sale, I expected a substantially higher-quality product.

The only saving grace is the color, which is beautiful. Unfortunately, beautiful colors cannot compensate for extremely poor construction and an exceptionally thin, lightweight product.

After more than 40 years of buying and collecting quilts, I know what a quality quilt looks and feels like. THIS IS NOT ONE. I would NOT RECOMMEND this quilt, and I certainly do not believe its quality justifies the price.

If you want authentic, genuine, high-quality quilts, DO NOT BUY the Quinn Floral Stripe Reversible quilt from The Pottery Barn. By far the worse and most disappointing quilt I have come across in 40 years.

I ordered 2 Emery Linen Pinch Pleat Light Filtering curtains from Pottery Barn on June 24, with an estimated delivery date of August 4. I placed the order specifically because that timeframe worked for me.
The order was later delayed to August 23, when I would be out of town. Since I did not want the package left unattended, I called Pottery Barn on July 31 to request a delivery change. I was told it was too early and to call back around August 17.
I followed their instructions and called on August 16. The representative told me she could not change the delivery date and suggested changing the delivery address, which I provided.
Then on August 18, I received an email saying Pottery Barn could not honor the request.
I called again and was told that I need to change the delivery option on UPS myself. I called UPS and the lady told me that the shipper must make the change, and that if UPS handled it directly, there is an additional fee.
Why should I pay a fee to resolve a delivery problem caused by Pottery Barn's delay and inconsistent information from its own customer service?
I called Pottery Barn again and spent 48 minutes on the phone. Then I was told they would not waive the UPS delivery change fee. I eventually requested that the package be returned to the sender. The representative had to escalate the issue to two leadership-level employees before someone finally agreed to cover the shipping cost.
This is an incredibly inefficient system. I have been waiting almost two months for an order that was supposed to arrive August 4, and I've spent hours making multiple calls simply trying to manage a delivery that Pottery Barn delayed in the first place.
The biggest problem isn't the curtain—it's the poor coordination between Pottery Barn's order system, customer service, and shipping process. Customers should not have to make multiple calls, receive conflicting instructions, contact the shipping company themselves, and escalate to leadership just to solve a straightforward delivery issue.
Very disappointing experience for a company of Pottery Barn's reputation.

Logistical and customer service nightmare! Also, they removed an option to add reviews on their website. I recently purchased furniture from Pottery Barn for more than 5k, which qualifies for 2 white glove deliveries according to their policy. The items that were delivered and installed by them had no issues, however the hall shelving unit was shipped separately and excluded from white glove delivery. When it came, the package was very big and heavy (over 100 lb). I called customer service and was promised credit for installation help by a handy man. The handy man spent 1.5 hours installing and fixing an issue with incorrectly pre-drilled hole that resulted in chip in the bench. When I called customer service back with handy man bill of $220 and a chip issue they only gave me a credit of $69. The shelving unit itself costed me 750, plus 220 for installation. To say the least, I am never shopping with them again, and wish to warn others.

Horrendous experience. Expensive recliners ordered, and one arrive damaged. I have spent hours on the phone trying to get action and get conflicting info from different customer service reps. Will never again use them... still fighting this, and am worn out. Quality control and customer service are no longer part of the PB culture.

Ordered the Josie Armchair, Sofa, and Apartment Sofa for my living room in January. Wasn’t delivered until May. In July the armchair fabric split open at the top seam. Called customer service for a replacement. The replacement couldn’t be delivered for 4 months! After about 6 calls back and forth to customer service, I finally just returned all 3 pieces and bought a new living set from another company.

Don’t waste your money on Pottery Barn furniture. I spent over 5K on a sofa and the upholstery pills like crazy. Looks awful. This was supposed to be their “performance” fabric. Would have been better off at Walmart.

I ordered some plates from Pottery Barn UK and had to pay the £12 for delivery.

The parcel was being delivered by UPS and required a signature. However, the notification to my email did not mention that a signature would be required.

I wasn't home at the time of delivery, so rather than arranging a straightforward redelivery, the parcel was taken to a collection pointed. I immediately requested redelivery through UPS's website and have repeatedly checked for a status update, but every time it simply says that the parcel is "ready to be collected."

I contacted Pottery Barn for help, but they were also not helpful and told me to take it up with UPS, which wasn't a satisfactory response when I've paid Pottery Barn £12 for delivery and the issue is how their delivery service is being handled. UPS's alternative is an AI chatbot, which was equally unhelpful.

At this point, I'm not prepared to spend my time travelling to a collection point after already paying £12 for delivery. I will simply leave the parcel uncollected and allow it to be returned and if necessary, will raise a dispute with my credit card company if the £12 is not refunded.

Pottery Barn should take responsibility for the delivery experience rather than simply telling customers to deal with the courier themselves.

Hi, I spent a huge amount of money, close to $600 on bedding. Started falling apart after two months in and customer service did not care at all. And this is from someone who has been loyally buying potter barn for 2 decades.

i don't expect bargain pricing from Pottery Barn. I do expect the customer experience to match the premium prices they're charging. Unfortunately, it doesn't.

First, I want to be fair to the employees. I've visited two Pottery Barn stores in California, and I don't fault the in-store staff. They've been helpful and have tried to solve problems. My frustration is with Pottery Barn's policies and systems.

The shipping policy makes absolutely no sense to me. You make the effort to physically go into a store, you're ready to spend $300 or more, and they don't have the size or quantity you need. An employee locates the merchandise at another Pottery Barn, but because your store doesn't have it, YOU have to pay to have it shipped. Why is the customer being penalized for an inventory issue?

I'm not sitting at home asking for the convenience of delivery. I'm standing in your store trying to buy your merchandise. If you don't have it, shipping or transferring it should be part of the service—particularly at these prices.

Then there is the inventory and backorder system. My client ordered six pieces and received notice that they were backordered and wouldn't arrive for approximately a month. We needed them sooner, so I went to a Pottery Barn store. Guess what? They had them.

I purchased the six pieces we needed and was once again hit with a shipping charge. I had to ask for a manager to waive it, which took forever.

Then the supposedly backordered original order showed up.

Now instead of six pieces, we have twelve.

And now we have another problem: how do we conveniently return the six pieces we don't need when my client doesn't live near a Pottery Barn and San Francisco no longer has a store?

This is exactly what is so frustrating. The website, inventory system, stores and fulfillment operation don't seem to communicate properly, and the customer is left spending time and potentially more money fixing the problems that result.

What makes it even harder to accept is the pricing. Pottery Barn isn't inexpensive. In fact, I've found what appears to be the same or extremely similar merchandise at TJ Maxx for roughly one-third of the price. If you're going to charge premium prices, there should be premium service to go along with them.

I don't expect Pottery Barn to compete with discount retailers on price. That's not the point. But when customers are paying substantially more, the basics should work: accurate inventory, reliable backorder information, reasonable shipping policies, easy store-to-store fulfillment and convenient returns.

The employees I've encountered have tried to be helpful. The employees aren't the problem. The system and the policies are.

Premium prices should come with a premium customer experience. Right now, Pottery Barn isn't delivering one.

Bought a jewelry rack, and noticed months later that my silver and bronze jewelry has been tarnished, but only the parts that touch the metal rack directly. They sell jewelry racks that can't touch metal... and customer service said they will do nothing, even though the item is defective and even still in the implied warranty period.