Pottery BarnReviews 576

Two months after ordering a table, bench and chairs I found out, only because I called, items had not been sent to warehouse for delivery. In fact, two out of three not available at all. No one contacted me! Awful!

Purchase a set of flatware in December, 2022. For reasons that are unclear they shipped me half of the set and said that the remainder of the set would be available in a few weeks. Every month they give an excuse of why they don't have it and now 6 months has elapsed. They won't take back what they sold me and won't say why the delay or when I will receive. The reason that I think they are unscrupulous is that they are still selling the flatware in the store and only after you buy they reveal it is on back order. I wonder how many other suckers have been sold something that is not in stock for half a year and are trapped because they got a partial shipment. Interesting business model. I will never shop there again no matter how convenient or nice the merchandise.

I ordered a backpack, lunch box and thermos the first week of September for my daughter's birthday. The back back shipping date kept being changed and finally after four months I called to see what the issue was. That's when and how I finally found out the item was discontinued. Only by reaching out four months after delivery date. So I requested a refund for the other matching items since the backpack I purchased was suddenly unavailable. I returned the other items on December 4,2022. Every six weeks since then I call and have to question the whereabouts of my refund. Now today, June 9,2023 I get an email with a return label. After I've returned the items 6 months ago. And when I call customer service to inform them I've already returned the items and I am just still waiting for my money to be returned I am questioned about how many boxes UPS used to send the items back. When I tried to answer I am rudely interrupted and told my answer is wrong. Because UPS put two items in one box and attached both return labels to the box. And the representative said no they weren't supposed to do that. I don't work for UPS I am just telling you what they did because you asked. All I want is my money back after almost a year of dealing with this! I will never purchase from this company again. One Star is too High for my Experience!

Pottery barn used to be a respected business, but it has turned into a cheap wannabe company who only cares about pushing agendas and puts their quality on the back burner. I would never buy fro them again.

I have never received a furniture order from Pottery Barn without a problem, but now I'm finally done for good. Ordered 4 chairs Oct. 1st 2022, & the delivery date was repeatedly delayed. Then I received notices multiple times that the chairs were ready at my local distribution center and I could schedule delivery, but every single time I would then be told right before scheduled delivery that the delivery had to be cancelled because 1 or more chairs were missing. Every time I called to see what was going on I was bounced around to different departments, never received any explanations, and ultimately would just be told that re-orders needed to be placed. I received 3 chairs 1 at a time over approx. 7 months and now as of June 2023, I'm still waiting on 1 final chair that was (not shockingly) "missing" & had to be reordered. I also was never able to get expedited shipping on the reorders. Most customer service agents I spoke with were pleasant, but there is clearly a significant lack of either staff training, staff competence, communication between departments, distribution center oversight, manufacturing efficiency, or maybe a combination of all 5.

I ordered two counter stools, December 2022 and it is now June 2023 and I still have not received them. There is very little communication it's been so long the tracking number no longer works. I would steer clear of this company and look elsewhere. I will never do business with them again.

Bought outdoor furniture - spent a small fortune. Within the year, the tops of the tables that were made (alledgely) of cement began to crumble along the edges. The first bit I ignored. Then, after I had passed the year mark, a big chumk of the second table started crumbling away. I was stunned. Called, sent chats, tried to get some resolution - They were "so very sad that I was frustrated" but could offer me nothing more, as it was after the 1 year window. This is furniture that I have covered 9 months out of the year. Tha barely gets used. That is mostly covered and untouched. They sold me crap and nothing I can do about it.

I ordered a king size square wood platform bed online in December '21 for $670. I paid $199 for shipping, and it arrived in February '22. Pottery barn gets a pass on the late delivery due to the timing - shipping was delayed no matter what you ordered or where it came from at that time. The bed was easy to assemble and the new Novaform mattress fit well. It was slept on by 2 people whose total weight is about 260 lbs approximately 8 nights a month. In April '23 we moved the bed to a different corner of the room. The screws in the center legs bent and the legs popped out from just scooting the bed across the floor about 6 feet. The anchor hardware was ripped out of the center beam, which causes it to crack. There was nothing the legs got caught on; this was just from the pressure of scooting the bed across the floor. I contacted Pottery Barn twice about this and asked if I could buy a replacement beam and legs. The best they offered was a link to furnituremedic.com. When you call this company you're prompted to enter your zip code. If they don't service your area, the call just disconnects. After trying a few random zip codes and finally making contact, I discovered they don't sell parts, they just fix your broken furniture for you and you have to bring it in.

For a piece sold as a DIY assembly, it would be simple for Pottery Barn to offer parts. Ikea does this. I thought a purchase from Pottery Barn would be an upgrade, but I was wrong. My similarly designed, $250 Ikea king bed has been through multiple moves, has been tested up to 500 lbs, jumped on, and is sturdy as ever. If a piece ever breaks, I know Ikea will sell me a replacement at a reasonable cost. Don't be fooled by Pottery Barn's sleek marketing - their furniture is low value compared to less expensive self-assembly companies.

Sent me a defective product. Couldnt notify them of the problem due to tending to my daughter's medical issues. It's outside their return window so they don't care. So just a warning: be willing to put your family's medical issues aside if you order from them otherwise you'll be stuck with a defective product!

I called Potterybarn customer service about a year after purchasing the Lucy Coat rack (2021) to state the coat rack started splintering on the middle shaft. They did nothing for me. Fast forward to 2023 and the coat rack has completely snapped and rendered useless after I tightened the top shaft.

I reached back out to customer service again for help. They did nothing. They kept insisting how "old" my product was. This was reiterated several times by two customer service reps. ("Old") Can you believe this? The coat rack is only 3.5 years! After 1.5 years I was already experiencing an issue!

The rack is now $100 more expensive. Unreal. They offered me a 10% discount since I had called earlier to complain about the product quality. To me, this is unacceptable. The rack isn't being used all year round because it holds coats. But after 3.5years the product is done? It's defective.

I asked for a price match to the initial price of the coat rack - Nope
I asked for perhaps a bigger discount - Nope
I asked to be escalated to management - Nope

Potterybarn does not stand by their quality of product
Potterybarn does not stand by their customers
Potterybarn does not care.

Pottery Barn delivered me a vanity that was entirely different from the one that I ordered. (In the attached pictures, the white vanity is the one I received and the other one is the one I actually ordered. Challenge: Can you find even one commonality between the two?) The wrong vanity arrived while I was out of town (out of the country), so my contractor (who assumed that Pottery Barn was competent enough to send the product that the customer ordered) went ahead and installed it.

Now, I'm left with a major mess on my hands! First of all, I have to pay my contractor to uninstall the incorrect vanity. (Bonus: The wrong vanity didn't quite fit, so my contractor had to make other adjustments while installing it!) Then, I will have to wait (4-6 weeks!) for the correct vanity to show up. In the meantime, the large (incorrect) vanity will have to sit around in my small condo, taking up lots of space. Once the correct vanity shows up, I'll have to schedule time with my contractor (who will be largely booked during the next month) and then pay him to install it.

In exchange for all of the headaches that they're putting me through, Pottery Barn has offered to give me a 15% discount on my purchase. (How generous!) I find this offer to be insultingly low given that their incompetence directly increased the amount of money that I will owe my contractor and caused me to not have access to my primary bathroom for an additional 6+ weeks. Would any reasonable person accept $150 as compensation for 6+ weeks of delayed access to one's primary bathroom? (Hint: No.)

Unless Pottery Barn makes a much more generous compensation offer, I will never buy from them again.

If you're reading this review and thinking about buying something from Pottery Barn, I recommend that you look up customers' experiences with Pottery Barn on the internet. (There are tons of terrible accounts all over the place!) I also encourage you to reflect on Pottery Barn's decision to remove product/customer reviews from their website. Would a company do that if they took pride in their customer service?

Staff are not attentive to customers. Staff on the phone ignoring needs of buying customers.I will not patronize this business anymore.went to the store to make a purchase.Staff continued to talk on headpiece while I was waiting to purchase.It is the customers who keeps the lights on.

I bought a dish washing caddy a month ago. I tried to wash it yesterday and it fell apart. I called customer service requesting a refund. They insisted that I need to ship it back. I told them I simply don't have the time to do that. I told them I can send them the picture, they said they don't do pictures. I told them I have to find box, stop by the UPS store for something that's not even my fault. They just told me they can't do anything about it. The caddy is such poor quality, the pieces are glued together with thin silicon which of course will fall apart in water.

I purchased a tanner accent table in early march Of 2023. There was no hardware included for the table So it is essentially unusable. I called immediately and was told the parts would be sent within 10 days.I have since emailed customer service and called customer service 2 other times. I have received no hardware and am totally frustrated!

We purchased a table from Pottery Barn and received it in February. By April, the table was showing discoloration and the finish appeared to be coming off. We contacted Pottery Barn as we wanted to return the table. They said they would not return or exchange. Based on this, we will not be purchasing from Pottery Barn again and were very unhappy and surprised with their lack of customer service for such a huge company.

The Whitney desk fits perfectly in the space I had available for it. However, the center drawer of the desk was delivered with a cracked back panel and the front of the drawer was separated from the exterior front panel. A replacement desk was delivered but the center drawer of the desk had the same defect! So I refused the delivery and have been trying to get a new center drawer of the desk delivered or money/credit for the purchase...so far NADA!
I am very disappointed in the Customer Service so far. I hope this issue can be satisfied or Pottery Barn will have lost another customer!

They take your money and don't deliver the product. They are corporate thieves and no one should ever, ever do business with any Williams and Sonoma Company.

We ordered a table in March of 2022. It arrived in July if 2022 and the delivery team drilled the pieces together which completely cut the wood! You would think they would fix or do something about this problem? Nope, it's now April of 2023 and we have finally have a new table. 9 months to replace the table they broke delivering. Will never order from here again.

I purchased a light but when it was unpacked for installation, it was missing a canopy piece. As time was of the essence, we substituted a different fixture. I notified customer service via chat that I needed and was willing to pay for a replacement canopy ( on the chance that my electrician lost it) and I was told my only remedy was to purchase the light again as it is a light they still sell.

I am very disappointed and caution buyers against purchasing lighting products like this. If you choose to proceed anyway, check your product immediately and declare any issues at that time. If you wait even a few months as is normal on construction projects, you can end up SOL. It was a $650 fixture ( SKU # *******)that is a paperweight right now.