Pottery Barn Reviews 

Update: items arrived. And in one box which is opposite of what customer service said was possible?! The product is quite disappointing- looks cheap and was quite expensive. As this was to be a gift it’s even more upsetting. I FIND IT INTERESTING THERE IS NO WAY TO POST REVIEWS ON THE WEBSITE. NOTE: The following is my original review on same order. Deserves no stars. Ordered 3 small items and checked box on order form to receive together. I’m now advised that’s not happening. Keep in mind : three Small items. I contact customer service: first he says UPS doesn’t have large boxes( which is crazy and wrong).
. I remind him they are small items and UPS can fit them in a box. I request a supervisor and he refuses. And has the nerve to ask me what’s the big deal about multiple boxes.?really!!! This is your customer service. Well I’m not optimistic about this order and of course will NEVER order from them again AND will suggest everyone steer clear! There is competition- yahoo

Delay delay and no notice to the customer Customer service is inept and could care less. I will never ever order from them again.

Personally I will Never shop here or William Sonoma or west elm again…how dare they CC argue a shipping charge for even smaller items that cost over $500 -even to the store! There are so many good competitors that these overpriced versions of yesteryear should be avoided.
Pottery barn has lovely people making the phones but policies suck!!!

I ordered 2 bedroom sets. When I ordered I didn’t realize that 2 out of 3 side bed tables were available but the beds were available at the time. After waiting and scheduling my delivery after 5 weeks of waiting it’s the day of delivery. Delivered was scheduled from 11:30-1:30. The delivery company calls and says they will be late. They are unloading a large delivery before mine and they won’t be here till 6:30. So now they are 5 hours late to deliver. They finally get here to not have a bed at all. They have the headboard but that’s it!
So I then call pottery barn the next day to see when I will receive the bed and they say they aren’t sure. That the website will let you know when we hang up! I hang up to find out he placed the order wrong. He placed the replacement with the wrong bed. So once again I have to call to fix there problem again. Finally rectify this issue and to find out I will not receive the bed till mid September. Mind you I ordered this June 3rd.
Spent another 10 hours on the phone with a supervisor named Jennifer and she literally did nothing god me. Gave me a bogus phone number and promised me she would take care of me and my situation. She clearly didn’t do anything. On the phone again with customer service. And waited to speak to a supervisor for an hour and a half to just give up!!

Called again the next day to talk with someone and waited about 45 min to speak to a supervisor. Finally got someone named Tyese. She promised she would take care of my situation. Said after we get you what you ordered we will take care of you. Well she help with finding a replacement bed. This bed was more expensive and cost me an extra $200.
Tyese also promised that pottery barn was going to take care of me after they rectified the issue. She tells me now that she already helped me and that’s all she is going for the hassle they gave me. I get nothing besides furniture that I didn’t want and it cost me extra $200 because they couldn’t do the right thing. It took 2 months to rectify and pottery barn did nothing for me and this horrible experience!

Ordered a runner rug on July 16,2026, as it was in stock. Next day estimated deliver jumped to September. Each time I go to order an “in stock” item, the next day I get anupdate that delivery will be pushed back 6 weeks so not sure why I tried to order again.
Takes for forever to talk to customer service and then cancelling an order is huge process. They have to ask vendor for permission?!! Awful, last time I order, much better experiences with Crate Barrel, Target, Amazon.

I am genuinely surprised by how poor my experience with Pottery Barn has been.

I placed an order for multiple items, but only one arrived. At the same time, I was notified that the remaining items would not be delivered until **five months** after my order date. Because that delay was unacceptable, I immediately contacted customer service to cancel the undelivered items and return the unopened item I had received.

It has now been two weeks since I canceled the order and returned the item, and I still have not received my refund.

After spending 45 minutes on the phone with customer service, I was told that I would not receive a full refund. Pottery Barn is charging me for return shipping, and I was also informed that the $250 quilt I ordered was actually supplied by a third-party vendor, so Pottery Barn must "request cancellation" from that vendor before issuing a refund.

This entire process has been frustrating and disappointing. Customers should not be expected to absorb return shipping costs when delivery dates are changed so dramatically after purchase, nor should they have to navigate delays because an item was fulfilled by a third-party vendor. I expected much better service from a company with Pottery Barn's reputation. I will not order from them again.

Big Sur Square Arm Motion Upholstered 3-Piece Power Reclining Sofa

This is a beautiful-looking couch, but unfortunately the quality does not justify the price.

Within the first year of ownership, we experienced several issues, including torn fabric, a broken arm frame, and a split seat cushion. To the company's credit, they repaired or replaced the defective parts under warranty. However, these are problems that simply should not occur on a couch in this price range.

When the replacement end section was delivered, the difference between the new piece and the original one-year-old sections was striking. The original cushions had already become noticeably flattened and worn, while the new piece looked much firmer and fuller. Seeing them side by side made it clear how quickly the couch had deteriorated.

While the customer service was responsive, I expected far better durability from such an expensive piece of furniture. Based on our experience, I would not recommend purchasing this couch.

Pottery Barn has just pulled the final straw with me. I spent $529 on a console that my husband had to assemble, only to find damage to the wood. When I called PB, I waited for an hour to speak with a manager. The only option they gave was to disassemble the unit, box it up and send back to UPS. If I wanted a replacement we’d have to put it together at home again. After spending 3 hours assembling the first product and an hour and a half on the phone with PB, that is an unacceptable resolution. They would not approve a replacement with full service delivery assembly even though it was a quality issue. I’ve also had issues with their kids backpacks recently and am overall completely dissatisfied with how they treat their customers. I’ve been a long time customer and am appalled they still have a business the way their quality and service has gone down hill. At the end, I decided to dispute the charge with my credit card company who will hopefully have a better resolution to take care of their customer since PB clearly does not.

My UK order keeps being cancelled before I can even pay for it. I called Customer Service to ask for some help and the lady I spoke to was absolutely useless. She interrupted me, was way too direct and basically passed it back to me to resolve blaming the cookies on my computer. I was about to spend nearly £700 but I am taking my custom elsewhere. Appalling experience.

Just had a nightmare experience with Pottery Barn customer service. I had ordered two similar but mismatched nightstands to match my dressers based on advice from their customer service rep who told me the matching nightstand I needed was discontinued. So I bought the similar one to have a somewhat cohesive set. Turns out the matching one isn’t discontinued and back in stock at full price.

The one that I don’t need is still in the box unopened and they said they’d make an exception to return it but I’d have to eat the $300 shipping cost and they’d charge me another shipping cost to return it. I would be out over $450 on shipping costs alone to refund it to a merchandise credit so I could repurchase the nightstand that matches my set (no longer on sale). Rather than doing a straight up exchange as the two nightstands are the same price!

They literally took no accountability for the advice they provided to me. The item was unopened and I just wanted to exchange it for the item I actually wanted in the first place before being told it was discontinued. The items are the exact same price. Offered to return and pick up at my local store.

Anyways Pottery Barn just lost me as a customer. Super greedy organization, subpar quality and customer service that tries to hose you further rather than making things right. I’ve spent a fortune there the last 6 months and never again.

Ordered an area rug on July 19. Delivery date was to be July 30. Credit card was charged. Then received notification order would not be shipped until November 6. Called CS to request order be credited and charged again in November. I should not have to pay for a standard, non custom item months prior to shipment or be charged interest on my credit card. Pottery Barn refused and the CS person disconnected me. I will NEVER order from Pottery Barn or any of its affiliates again. Now I find out I cannot even return the rug IF it is ever shipped. I do not believe I will ever see this rug. This is a SCAM.

I ordered a book bag when I received it was the wrong bag so I called customer service and sent the bags back. They told me that it should be here in a few weeks and now they’re showing that it’s gonna be in for a couple months until I receive it which by then I won’t need it.

I purchased a large planter from Pottery Barn (Order #361843611464), and within just one month, a deep, severe vertical crack developed along the side under normal use.

Because this planter is so heavy, I originally had to pay a substantial delivery fee just to have it shipped to my home. When I reached out to customer care, their manager acknowledged the photos and agreed the item is defective and qualifies for a full refund. However, they are forcing me to pack and ship back this heavy, cracked, and structurally compromised planter just to process the refund.

After charging customers high shipping fees for heavy items, expecting them to haul, pack, and mail a broken, dangerous piece of heavy ceramic back is completely unreasonable and unsafe. Pottery Barn charges premium prices, but their product durability is disappointing and their customer service policy lacks basic common sense. I will not be shopping here again.

Over the last six weeks I’ve spoken to over 20 customer service reps. All very friendly. All very incompetent? Hard to say, but I don’t have any furniture or my full refund.
The bed I received was damaged and missing pieces. One nightstand did not match the other and its replacement was damaged.
I was finally fed up with living with a half-built bed in my room and asked for a refund (which had to be approved by leadership because it was “made to order” ha!). After pick-up, my returned furniture was “missing” for a few days. I’ve now been calling every day for a week trying to get my full refund. It’ll be solved “today”, in “24-48 hours”, and now “3-5 business days”.
So I’ll call again tomorrow.

Worst customer service. My purchase of outdoor dinner set arrived in 2 boxes. One was damaged and items missing, the other took over 2 weeks and some dishes were a different colour. Had to fight for replacements and was told that I need to contact courier to file claim. what??? I paid over $30 for delivery. I finally received some of the replacement items but after 4 weeks from initial order still waiting for 4 plates. Customer service doesn't care and won't offer any sort of credit. Will never buy from them again.

HERE IS YOUR WARNING! THE PACIFIC GROVE CANDLES SMELL LIKE NOTHING!!! HUGE WASTE OF MONEY. BEWARE.

I bought a fabric headboard for my daughter for college on 6/30/26. I was suppose to receive it 7/14/26. I have had 4 different updated shipping dates. Its now 7/24/26 and its now telling me it will ship on 8/1/26. My issue with this whole thing aside from terrible customer service is they have had a hold on the money for it in my account now for almost a month. How can a company hold my money for an item they have no intentions of shipping any time soon. I have never had a company charge and hold your money for weeks. They usually charge when they ship. Not Pottery Barn Teen. I guess they want the assurance the money will be there when they are good and ready to ship but dont give their customers the same assurance. This has been the worst shopping experience of my life. I dont understand how its legal for them to hold money for an item they havent shipped. They have no insensitive to ship because they have the money.

As a designer I have had a horrible experience with Pottery Barn Costa Mesa.
I cannot use them as a resource at all.
You are placed on hold and no one picks up, the merchandise never arrives on time. You cannot get an email back from the design center.
Do not waste your time as a professional this is a disgrace.

WARNING if you live in north east DO NOT BELIEVE PB OUTDOOR furniture is rated for outdoor patios. We purchased an entire outdoor dining and living room with custom cushions. The design is lovely BUT the quality is subpar. It took forever to get the pieces shipped and items were damaged. The FIRST season, the outdoor finishes flaked off, cushions sagged and the customers service made every excuse under the sun to NOT to replace the flaking table top or make the furniture replacements available. I WOULD NOT recommend PB outdoor furnishings. We tried for two years 2024-2026 and gave up. PS:
We purchased all the PB covers for each outdoor item at PB as well. It didn’t make a difference.

Ordered Indio Coastal Lounge Chair and loveseat set and 2 Bolinas side tables. We have had these products for two years and minimal usage as we area this home only about 1/2 times at best. When they are not in use the furniture is stored and covered in a climate controlled area.
Products have not held up and when I reached out to customer service with photos, they basically said too bad, out of warranty. We paid over $3000.00 not including taxes and S&H charges.
Since you can’t leave a review on Pottery Barn, I thought I would warn others to be careful here when buying something from Pottery Barn. Just very displeased by customer service and quality of the products they are selling.
My advice is to not buy furniture. Pottery Barn does not stand behind there products.