"A 6 week wait for a counter height table ended up taking 9 months to deliver and I still do not have it. After missing the 6 week mark it was delayed another 2 months via an email from Pottery Barn. Four months after the order date the table started to ship from their warehouse to my local area and it took no less than a month for that process. The in-home delivery team lost the table top and claimed they had the legs so no delivery occurred after the legs sat at the delivery center for a month. Pottery Barn re-ordered the table and over three months later I got another email that it was shipping again. This time only 2 weeks passed before it was ready to schedule a delivery. Called immediately after getting the last email and scheduled a delivery date which was 3 weeks out. Today the table was supposed to be delivered and I received 2 emails with the date and time showing March 1st. I called today, March 1st, to check on the delivery status and not to my surprise they changed the delivery date to tomorrow, (without notifying me) the exact time I have a doctor appointment scheduled. I’m not even changing my doctor appointment or delivery date because I believe it’s all a lie and it won’t be delivered.
NOW FOR CUSTOMER SERVICE. Customer service as we all know it does not exist at Pottery Barn. Yes, they answer the phone and yes they are full of apologies but the actual truth is that Pottery Barn customer service has no authority to do anything about any situation in my experience. I’m not kidding when I say that I had to call Pottery Barn over this issue a minimum of 30 times. Not even joking. I have literally spent one and a half full days of my life trying to get something done about the poor service they are providing. In no way was I rude to them yet multiple people were frustrating, rude, and just gave me an attitude as if I was ruining their day. No joke. I was treated as if I were a burden but definitely not like a customer that had been lied to 30 times, many times by separate employees. This morning I spoke to a supervisor, Holly. What a peach. She actually told me for the 4th time I’m telling you I can’t do anything for you. This occurred while I was asking for them to email me my new appointment date and to give me some sort of proof it was actually scheduled for tomorrow. She absolutely refused to send me that information. This isn’t uncommon for them. If you want to speak with an upper level manager FORGET ABOUT IT. I spoke with two supervisors that promised to have upper management ie their supervisor, to call me. They said they would and they never did. Yes I have voicemail and never once did I receive a call from them or miss a call where they left any sort of message. Juanita W. J.
Pottery Barn Senior Lead, (mercifully removing her last name) was one of the supervisors that had absolutely no authority to do anything promised me her supervisor would call me. I have her name only because she was the ONLY person that gave me an email contact. Well guess what, her supervisor NEVER called. I emailed her again and she again said they would contact me. NOPE. I offered to have them ship via FedEx, UPS etc and offered to pay more or have them keep the difference from the 400.00 home delivery fee. I offered to pick it up myself from the delivery center. NOPE. Pottery Barn just DOESN’t CARE. As a veteran I feel like they treated me like trash over the last 9 months. Here’s my warning. The reviews on this site are REAL. AVOID POTTERY BARN AT ALL COSTS. I will NEVER buy a single thing from them again. Horrible customer service because Pottery Barn actually doesn’t have any.
UPDATE: as I was writing this they called and asked to deliver to us tonight. SUREEEE. They came by (well after dark) and dropped it off BUT they didn’t bring the legs, just the marble insert. Not even the whole dang table. Ugh. It will sit in our garage for another 9 months I’m sure. This is a JOKE. "

"I do not recommend buying in this store, I made an order for more than three months, until the last day the store confirmed the order and the day the order was received, so I did not receive anything. I got through to the customer service and they said that I still need to wait, maybe a month could take more. there was a special order for two children's beds worth more than $4,000.
nightmare shopping experience in this store, don't waste your time on this store."

"We had the worst experience with pottery barn kids. We ordered a bunk bed for my son. The service was horrible. they are bad with scheduling and the order came in multiple deliveries for one bed and the worst part that when they delivered the bed, they didn't have screws and hardware to assemble. They needed to schedule another appointment to come and they even didn't know when which was not convenient for someone need to take time off for four delivers for ONE order. Not acceptable. simply don't buy any large items from PB. "

"We ordered a sectional and swivel chair in July. It was supposed to be here by now. We got the swivel chair today and after five months it came in damaged. Stains, indentations in the fabric. What is a $1400 chair looks like something from a discount/floor sample aisle. The sectional we found out just left another country and is in limbo somewhere and now we must wait another 6 weeks, so now it is a 6 month wait. This is after they said that 98% of their products are made in this country, I guess we are part of the 2% that is made in some remote part of the world. The outdoor furniture we ordered in September came in with one chair missing and we have been waiting three months for the replacement. The one we were supposed to get got lost or fell off a truck somewhere. Customer service is nice, but they don't work in manufacturing. AVOID this company--you have plenty of other choices, if you are looking for a product that is properly manufactured and can come to you in a reasonable time."

"Don't bother with this company. I ordered two monogrammed stockings in 2019. After having added 2 to my family I bought two more of the same type and writing this November. I paid 75$ usd for the two. They arrived and are different enough you notice it. The monogram thread color is a different red and the ivory is a different ivory and the stockings hang in a different spot. They obviously switched supplier and changed the base stocking but failed to inform. So I in December I ordered four monogrammed stockings so they would all be the same. These were smaller and on sale for 115$ . They didn't ship but kept putting a "hold" on my credit card. Twice to be exact. Once on the 23 and once on the 31. When questioned they claimed it would "fall off" after 3-5 days. They did not. They also never shipped. Today they told me they would ship them. Then later today I was told that they cancelled my order because my cc address didn't match (even though it went through my bank OKAY and is the same card I used for my order in NOVEMBER and received my order no problem) and to just wait for the holds to go off my credit card. It has been 13 days and 6 days and both holds are still on my bank account keeping me from 226 usd in funds! DO NOT buy from this company. You will regret it. I certainly do."

"We ordered an item from Pottery Barn on 10/21/21. We were informed that it would arrive on 11/17/21. We were then provided numerous follow-up emails that the shipping would be delayed as the item was backordered. The last expected delivery date we were told of was early May 2022. That was yesterday, 12/12/21. Today we received an email that they were cancelling our order. According to their email, we are valued customers and they hope this didn't cause any incovenience. Need I say more???"

"I searched for an art trolley online. One, by Honey-Can-Do, was $70. It had weak reviews, which mainly focused on the poor quality of the product, and the "rickety" nature of the trolley once it was completed.

So, I purchased a similar-looking product on the Pottery Barn site for $149. It was so similar-looking that I check thoroughly to see if it was actually the Honey-Can-Do product. As it was mentioned nowhere, I concluded it must be a superior product, given the price.

It arrived. I put it together. It seemed cheap. The "wood" split in places, and it was not stable. Only then did I notice on the outer box the words "Honey-Can-Do".

I complained, and asked for a price match. Pottery Barn refused.

I consider this to be outrageous and unethical behavior from Pottery Barn, as they hid the brand of the product until it was sent, and used the cover of their own brand to price gouge their customer, charging twice the normal market value of the product."

"I ordered Big Sur sofa ,which finally got delivered after 7 months of wait, its extremely uncomfortable & "stiff", nothing like "soft and comfortable " sofa I was shown try in the show room. it took more than 5 phone calls to get it, I am still waiting for a recliner ,PB order tracking website shows that as "scheduled for delivery" I spoke with the warehouse and they told me that its not yet in the ware house ! My first & last furniture purchase form Pottery barn, I am Very disappointed both in the quality of product and service.

"

"I ordered a duvet cover and matching shams, website said there was free shipping. I entered the code GIFT. I then noticed on my e-receipt a charge for $21. I called and spoke to a customer support woman, she was a fool. She said it was not usable for the items I ordered. I tried placing the same order again and voila! free shipping showed up. she still wouldn't credit the shipping back. Then I was notified the items wouldn't arrive for nearly 3 weeks. I called again and was told I could ship back on PB's dime. I ordered something else as this $250 worth of linens was a gift. Now the item arrived early and I already bought something else. I called to return and was told I couldn't return as it's now a final sale. I've been on hold for 40 minutes on Christmas eve, as I've worked my way up through three levels of CS. What a cluster for a supposed high end merchant. "

"ORDERED Items on July 2 - said I would have them before end of July - none of them came and NO NOTICE that they were delayed. Finally some arrived yesterday - more than 1 month later - ALL ITEMS WERE NOW ON SALE ON THE WEBSITE FOR HALF THE PRICE I PAID - even though I did not even receive the items until they were on sale for HALF the price- THEY WOULD NOT EVEN HONOR THE NEW PRICE. --STILL HAVE NOT RECEIVED 1/3 OF THE ORDER - MORE THAN 5 WEEKS LATER - - AWFUL CUSTOMER CARE - SHOULD BE CALLED CUSTOMERS - WE DON'T CARE AT ALL!"

"Very frustrating buying on-line or in store. They never have anything available and shipping takes months. I ordered a soap dish, lamp and linens on-line and they were meant to be delivered within two months. Two plus months later it was faster to purchase again, in store and cancel the order. The quality has gone downhill as even the coffee table I ordered was not the same colour or quality as the one on the shop floor. Very disappointing."

"The furniture that I have purchased from this company have been of good quality and have held up well over time."

"We bought a James Leather Recliner about two years ago for over $2000. It took 6 months for us to get the chair. Within 6 months after receiving the chair, the leather on the bottom cushion rubbed against metal and developed a hole. We sent pictures to the store and they did not follow up. Now after 2 years, the leather on the arm is wearing out. This is a terrible piece of expensive furniture. We will never buy from PB again. BEWARE!"

"I ordered 2 loveseats on April 23, 2020. I was informed that delivery would occur May 23 to June 3, 2020.. They charged my card May 13th 2020. On the tracking website, my anticipated delivery was changed to June 3 to June 17th, previously listed as May 23 to June 3rd. However, the tracking website indicates that my sofas are being transported to the delivery center.....for the past month. No change. so today, I decided to call them to get some sort of idea as to where the heck my sofas are. After waiting for over an hour, someone eventually came on the line, and had no idea where my sofas were, so she put me on hold, then another "customer service" person came on the line and I had to start over in explaining my situation. Well, at this point, needless to say, I was a bit frustrated. So she hung up on me. Where are my sofas? I have no idea. Better yet, they've had my money since May 13, 2020. Bad customer service. Run as fast as you can from this overpriced, devoid of customer service company"

"I bought the Sloan dresser for a client however it was canceled three weeks later without notification! After that they apologized and gave an additional 10% off however they also took $880 and also canceled my order claiming I haven’t been charged even after sending them bank statements! Worst customer service!!!!!!!!!!"