Pottery BarnReviews 576

This the most expensive piece of outdoor furniture I have ever purchased and it is the worst by far!
The cushions have so little cushion, the metal frame is cheap and the cushions do not ship any water.
I would not recommend this product from Pottery Barn to anyone!

I purchased a sectional from Pottery Barn in October 2022 and it was finally delivered in February 2023. Upon delivery we realized that the sectional frame was built 8" shorter in height and 3" shorter in both width and depth (even the feet were 1" shorter!) than the stated dimensions on the website. After countless back and forth with Pottery Barn, and a representative coming to measure and confirm it was built way too small, they informed me that their standard variance for the dimensions of their furniture is 2" - 4" from the stated measurements and that they could not build the sectional to the stated dimensions. They stated that they would pickup the sectional and give me a full refund. It has now been nearly a week since they picked up the sectional and, after no communication or refund, I contacted them and they first tried to deduct the cost of shipping, which I had to argue with them against, and then they continued to tell me that they didn't know when my refund would be issued. I have involved Better Business Bureau to assist in getting my refund back to my credit card and Pottery Barn (and their parent company Williams Sonoma) have been fighting me about getting back my refund. I have been a long time fan of both Pottery Barn and Williams Sonoma and trusted their customer service and quality, but after this experience I will never purchase from either store (and any of their other subsidiaries) ever again. Stay far away from them.

I bought 40k worth of outdoor furniture and the sectional chair top separated at the top after 1 year and they will not replace or fix it. All merchandise is guaranteed for 30 days, that is it! In addition, I ordered a table that did not come for a year and a half even though it was "in stock". A lot of time on the phone. Very aggravating. Do not buy from Pottery Barn.

I just purchased a cabinet on Pottery Barn's website for $4,200. Then I found it for $3,200 on another site. After fighting to get to an agent to request the return (the website said I needed to request it over the phone), I waited on hold while the agent said the supervisors were processing it. After a long wait and listening to all the work-at-home sounds in the background (personal calls coming into the agent, eating, etc.) I was told the system is down and to call back in 24 hours. I asked if they would make a note to try again when the system came up and to call me and I was told they were all too busy. So I need to keep guessing when the system is up and fight through the automated system to get someone each time. I fear by the time their system returns the item will have been shipped and I will be stuck paying $1k more than the competitors. After a decade as a customer outfitting multiple properties using their items, I do not plan to shop Pottery Barn anymore.

I ordered over $300 worth of school supplies for my granddaughter. The $40 lunch box arrived with a flaw in the sewing which looks awful. I wrote them explaining what had happened (sent them photos of the damage) and explained that I wouldn't now have time to return it, wait for them to receive it, and then wait for a new one to be delivered before school started. Their response was that they would offer me a 10% discount ($4) to keep the flawed item. But if I wanted to return it for a new one, I could, however they made me aware that shipping was non-refundable. Their products are very expensive, which would lead you to believe the quality of their products as well as their customer service, would be excellent-it is not! Also, the customer service representatives that emailed me was very rude and passive aggressive. Even the quality of the other items is just average, and not worth the expensive price tag! The zippers on the lunch box and the $89 back don't even slide smoothly. Very disappointed! I will never shop there again! I totally understand that mistakes can happen, but when you pay good money for things you expect they will be rectified! I don't recommend buying anything from Pottery Barn!

Very POOR QUALITY product. Ordered Delaney nesting coffee tables Oct 1/22, with an expected delivery date of Oct 14/22. Pottery Barn efficiently charged my visa on Oct 13/22 but then changed the expected delivery date several times. Tables finally delivered Dec 1/22 but there were several defects in the marble, including a crack, so PB arranged to have them replaced. Replacement tables were received April 26/23 but the finish was still very poor. Machine sanding swirls were visible across the tables (hard to capture full extent of problem in picture). PB told us we could have the tables replaced one more time but that was it. If the next set was of similar poor quality, too bad, you have to keep them. Since we didn't want to take that risk, they offered a 20% discount which we felt was inadequate given that we're going to have to look for a local business that can sand down the tables to a smooth finish. So, almost 9 months after the tables were ordered, that's how things ended. We spent $1700 CDN on these tables, thinking that PB products were of good quality. Sadly mistaken. Will never buy another item from them.

Purchased 4 backpacks for 4 Kindergarten students. 3 backpacks took a month to receive. I paid 15 additional per backpack to have personalized. The backpacks state that they are for Kindergarten students. We couldn't fit a reg file folder, they didn't come half way down the back of the kids. Called customer service. They wouldn't do anything for me. Don't buy from this company. They DONOT stand behind their products.

I ordered 2 Balboa chairs (total cost of $ 3,331) with custom fabric which took over 2 months. After multiple emails with the delivery company with excessive repeat emails asking for the products to be confirmed before delivery, only one chair showed up. The second chair was MIA with no explanation. Called customer service and cancelled the order all together. After many loyal years to Williams Sonoma and Pottery Barn I will close both accounts.
I hope the new President of Pottery Barn Monica Bhargava will read this message and make some changes to get the company back on track to deliver the 5 star customer experience from the past.

We ordered a coffee table and end table at the Manhattan Beach Pottery Barn location. We were told they were both in stock at the local warehouse. The end table was delivered within a week but the coffee table is now back ordered for the second time. Availability is now pushed to September. When discussing the delays with the store personnel, I was told to return the product. In the end, PB doesn't care about servicing or retaining their customers.

Pottery Barn is a scam. Do not trust the estimated delivery dates as two days before the last estimated date they will push the back dates week later. No one knows what they are talking about, you will get bait and switched numerous times, you will get a hundred conflicting responses. I can't even speak about quality of product because at this point i am not receiving it.

I got 2 chairs in March 2022, by Jan 2023 the seat cushions were so soft, you would sink in Pottery barn replaced the cushions. After one month, same problem happened. Pottery barn refused to exchange or repair. These chairs are expensive and not comfortable! I had to replace the insert myself and pay out of pocket!
Zero customer service!

I ordered a dining table, it arrived damaged. Reordered a second and third time and they were damaged as well. My experience with Pottery Barn is frustrating and unpleasant. Bad quality, no communication, staff inefficiency, no solution. I just want my money back and after more than a year I can't get it.

Pottery Barn is the worst retail business I have ever encountered. Customer service is poor, unprofessional, and unbelievable. First off, products are poor quality, over-priced, and over-rated. I'm done doing business with this poorly run outfit. This business is on the way out... there is no way they can last!

I spent over 20k in outdoor furniture, most of which was poor quality and some of which was broken and defective. I was given such a hard time returning and was unable to return some broke. Items because it was "outside the return window". Meanwhile it took them a year to ship the items to me and since they're outdoor items I didn't open the boxes until I was ready to use them this summer. Absolutely outrageous. I will never shop here again

I had a bed frame delivered two week ago. The frame accomodates an adjustable base. I asked the lead delivery person to modify the base so it would fit into the bed frame. He refused, indicating the base was too heavy and he was going to build the frame around the base. After some back and forth, he decided to modify the frame but told me he was doing it as a favor since he was not required to touch the base. Retail sales told me the delivery service would modify the base. Then he whined about how heavy the mattress was to move. Three guys on the truck!

Delivery charge: $379.00. There's nothing 'white glove' about Pottery Barn's 'White Glove' delivery service. It's a marketing sham. Have never had a problem with R.C. Willey. Delivery charge: $69.00 for the first delivery. Free deliveries for the rest of the year.

I will not use Pottery Barn again for the following 3 reasons:

1.5-month wait time to get a desk
2.2X the bridge of the desk was broken causing me to wait additional time
3.2X Missing my daughter's swim lessons to wait for a broken desk to be delivered

When you purchase something that includes white glove delivery service and it costs $5,500+ you expect it to be in mint condition. That was the furthest thing from the truth. Huge cracks in the bridge both times, chips, structurally not sound. Additionally, I was not offered any type of credit for the delay. I could either get my money back or wait additional weeks for probably another broken product. Furthermore, I found out they did not check the products before delivering, so they waste everyone's time including their own when it's damaged before it gets to the house.

Pottery Barn you have lost a customer and the so called amazing quality of your products is yet to be desired.

I have had this outdoor furniture for a year and 2 days. I've been super busy, but finally got around to call customer service. I washed the covers at the beginning of summer, and a zipper broke on one of the cushions. Later, I noticed that one side of an end piece was lower. I investigated, and I found the metal leg snapped in half. What is really bewildering is that I have hardly used this furniture. I called customer service, and they stated because it was over a year there was nothing they could do. Come on - stand behind your product.

I placed an order for two closet shelves in March. I only received one after waiting two months. They didn't deliver the second and have told me it's coming, it's coming. After call #8, they now tell me it's coming in DECEMBER.
If you're ok waiting on stuff for a year, no problem, but this is ridiculous.