Pottery Barn Reviews 

I purchased a couch on 12/1/2025 that was supposed to be delivered 1/18. I have been calling since 1/18 to see where my couch is. I have gotten the run around. I was told it shipped and was told they were out of material. The latest is I need to check back in 3 weeks to see if they have gotten in the material. I asked if they could use a material they have in stock and they said they could do nothing to help me. I even escalated to leadership and they did nothing. I wish I would have read all the horrible reviews about Pottery Barn prior to purchase.

Paid over $600 for 2 duvets. UPS delivered to the wrong address and Pottery Barn told me to handle the claim with UPS. Any other reputable company would handle the claim themselves (as is their obligation since PB is the one with the contract with UPS) and deliver a replacement.

I nearly never bought from pottery barn because of the bad reviews ,I’m so glad I did as my items turned up very quickly and are gorgeous I love them definitely buy again

Bought a Reed Dining Table. Had it about 2.5 years and the table cracked. Pottery Barn customer service told me there was nothing they could do about it. Gave me a furniture repair reference who wanted 600$ to repair a 900$ table. They refused to help pay for the repairs. Took forever to get an answer from them and they charged me for shipping a repair kit to one of their stores. Disappointed in the quality and in their customer service. They have lost me as a customer.

Pottery Barn is a dishonest company that marks up generic and low quality products you can get much cheaper elsewhere and hides details and fees. I foolishly bought a table lamp from them, thinking it was a higher end proprietary brand. Turns out it's a cheap brand you can get on Amazon, Lowes, Wayfair, etc. for 2/3 the price. Pottery Barn hides this by not listing the manufacturer and not having customer reviews. There was a $24 shipping fee - fine, that was shown in my cart, I agreed to it. But then I returned the lamp physically to a brick and mortar store. They told me they had to ship it back to the warehouse from there - fine. But then they deducted ANOTHER $13 shipping charge from my return without mentioning that when I dropped it off. Just a scam, do a reverse image search on anything they sell and buy it for less from somewhere more reputable.

The worst company to buy from. I ordered a table and with in 2 months the finish had worn off the top. So I went to return it but they wouldn’t refund me unless I ordered another. I ordered another and waited 7 months for it to arrive. When it did arrive it came damaged with multiple chips out of the sides and top. We decided to just keep it to save ourselves the hassle of another return. After returning the original one it has been 3 months and we still have not received our refund. It has taken several calls and we are still waiting! do not buy from this company! I wish I had read reviews before purchasing from them

Well shop experience for sofa excellent - getting sofa - nightmare. On phone telling them delivery had to be here 3.30 latest due to building delivery rules - time kept shifting - didn’t show up by 4 even. Now have to wait another week. Have asked for compensation

Placed an order going on two months ago and still keep delaying the ship date even though their website says it’s been back in stock multiple times. This place sucks !! Customer service also sucks!! first and last time I order from this shit show

Do not buy from Pottery Barn, they only stand behind their furniture for 1 year. Go to Crate and Barrel. They will repair and or fix their furniture as long as you own it free of charge. They stand behind their products. Shame on you Pottery Barn. You are a scam.

I wish I had seen these reviews before I placed my order.

All I did was order 2 bunches of faux flowers. The website indicated they were in stock. And so my nightmare begins. One bunch is being sent from the US to CA and has been sitting at fedex for days without moving and the second bunch hasn't been shipped and estimated delivery date is now at 3 weeks. I did try to cancel the second one since it isn't shipped but they wouldn't let me.

I won't be ordering from them again!

Troy (phone customer svc member in Florida) was extremely helpful, pleasant, thorough, and patient in explaining all of the furniture I ordered over the phone. He was knowledgeable about the products and detail-oriented in providing the quality and delivery process. I was more than pleased with his work!

I tried to cancel an order which would be shipped in 4 months' time. I called customer service, who told me it would take 72 hours. So I waited 4 working days and called again. The girl told me it would take 7 to 10 days and when I asked for the refund amount, she hung up. As her colleague had done 4 days earlier. Extraordinary. A new low. I've written off the amount and will avoid like the plague. Beyond appalling.

If there was zero - that is what I would give. Tried ordering the Hayworth banquette, first order was damaged and there was no process for expediting a replacement - started all over reordering a second time - same issue, came in damaged and was not delivered. Canceled after the second delivery and was to be issued a credit for the purchase - 1 month later still not credit on my credit card - had to call for about the 5th time. HORRIBLE company to order furniture. 10/3 was the first order - now 1/15 and still not resolved.

Ordered a gift ornaments on 11/30. Wasn’t advised u til 12/13 they were back ordered. Continued delay in shipment. Didn’t receive until week of 1/12/25. No discount, apology, or option to cancel. Won’t order from them again . Gift for Xmas is deemed useless now

Ordered a rug for my dining room to match the one in my living room on 11/5/25. Estimated delivery was 11/24. On 11/23 received notice of delay with est delivery on 2/6/26. Called customer service and was offered a refund of $60 when the rug was delivered. Until then, I would be required to pay for the rug in advance. On 1/10 received notice of delay again for date of 3/27/26. Called customer service and could get no clear answer on why the rug is delayed. Website now shows delivery estimated to be 7/27/26. Rep stated that my order would not be delayed that long, but cannot say for sure. Asked for further compensation for this issue and was told that this would be discussed when the rug arrives. Asked what compensation I could get at this time if I just cancelled the order. Was told NOTHING! Would just be refunded what I have paid so far. Terrible customer service!!!! Do Not Order anything that isn't in stock!! UPDATE: Today s 2/1/26. Received a call from PB Customer Service to advise that the rug we need to match the other one we have has been delayed further. Now they are saying April or May. They should not still have the rug available on the website!!!

Misleading and Unacceptable – Zero Transparency

Very disappointing experience with Pottery Barn. Complete lack of transparency and no regard for the customer. They have lost me as a customer.

I purchased a Trundle Bed and, on the same page, Pottery Barn recommended two mattresses (“you may also need the following items”). I bought both. At delivery, I discovered both mattresses were FULL size, while the trundle requires a TWIN. The mattress does not fit.

Despite the mistake being caused by their own recommendation, delivery and customer service refused any solution, hiding behind fine print that all mattresses are final sale.

One mattress cost $799, the other $699, while the correct one costs $299. This feels like a clear attempt to mislead customers into spending more and then leave them with the loss.

Completely unacceptable for a so-called premium brand.

Ordered something online and when the item came the Pottery Barn tag was significantly cheaper (1/4th) of the price I paid.

My husband and I purchased the Banks extending dining table with our wedding money. It was expensive, but we thought Pottery Barn was a high quality store and it would be our dining room table forever to share memories with our future family. After less than 6 months, the finish starting to disappear in multiple areas on the top of the table. We have been so careful with the table, never used any harsh cleaning chemicals, put anything hot, etc. I called Pottery Barn and they told me there is nothing they can do - "it was not a delivery issue." I was very disappointed. I was then stuck with the damaged table, and decided to put a tablecloth on it 100% of the time. Somehow, after months of having a tablecloth on it permanently, it has gotten worse. So I called again. The first person I spoke to was very sweet, had me send pictures and agreed with me that the table was defective and this should not be happening. She tried to escalate and Pottery Barn "leadership" said that I did not call soon enough, as 10 months had passed. That was not true - I called the first time before 10 months. They were very dismissive and told me to reach out to their 3rd party repair company. On my own dime!!! I have been a long time Pottery Barn customer. I even had them on my wedding registry. Now they lost me as a customer forever! I even mentioned that to the customer service representative and they didn't care. DO NOT BUY FROM HERE!!! Also such bullsh*t that you can't even write or read reviews on the Pottery Barn website. I would have never bought this table if I could have read through other people's experiences.

I placed an order from Pottery Barn. The following day, all of the items went on sale. I called to get a price adjustment and they would not do it. I then asked to cancel the order, and they would not do it, despite the fact that nothing had shipped yet. I asked to speak to a supervisor and I held for more than 30 minutes before hanging up. I will immediately return the items when they arrive and will NEVER again order anything from Pottery Barn

Pottery Barn delivered my kids bed mid-December. This was over $4k loft bed that we thought was little expensive, but my daughter loved it so went with it.

Delivery came and the guys assembled it horribly; it's a loft bed and it shakes too much; she can't safely stay up on the bed. We looked into the bed a bit.

We found have screws missing. A lot. In some areas, screw are even mis-drilled so we have multiple screws just poking its end out, not going in where they should. We inspect further and find the product itself has a lot of dents and black marks. Immediately filed complaint.

For 2 days, no response. So I call and then I'm able to schedule something (which I thought was gonna be repair).

1 week later, someone came and inspected. Said they can't repair, and this needs to exchanged and I should get a call back.

For 1 week, I didn't get any call back. So I called. They said they have UPS label, and should be shipped shortly. I got tracking number. (this part was little weird too, I asked to email me the tracking number, but they said they are not allowed to. So the person could only read the tracking number to me)

After 10 days. the labels stays in "Created" state. So I call them.
They say there's nothing they can do and I need to wait 3-4 weeks. All this time, my daughter is sleeping on mattress on the floor (after over $4k purchase/delivery). I ask what can be done to get this expedited. Nothing. Answer is always just wait 3-4 weeks.
However, during this conversation, I noticed that the person keeps saying "parts". It felt a bit strange, so I dug in further on that, and found out the replacement order is for "missing part", which had not been mentioned before. So apparently, they ordered a "missing part", and that's I'm waiting for next 3-4 weeks. We're not missing a part (that I know of), so I know that's not gonna fix anything.

Ok, what if I request full replacement now? They say another 4 months.

I snapped. I literally laughed out loud after hearing this.
After purchasing and getting delivered this over $4k loft bed, my kid slept on mattress on the floor for 1 month. Then she has another 4 months (possibly longer) to be on the floor. I could not believe this. And the person on the phone kept casually asking "would you like to go ahead with that order?"

I had to end this here and request refund. They will come pick it up and issue a refund (hope no issue there...).

This is the worst company ever. I don't actually know if can even be called a company..