Pottery Barn Reviews 

Ordered the Toscana Farm Table for $2,299. It took four months to arrive. We had dinner and one drop of candle wax dripped onto the table. It stained it. Nothing worked to get it lifted. Customer service had no idea what "contract grade" even meant each time I spoke with someone about this issue. One agent hung up on me. How can a dinner table not withstand dried candle wax? When I asked what happens if we ever spill red wine or even juice on the table, I was told "Well you better wipe it up quick!". The wood finish on this table is less durable than my kitchen counter.

Bought in October online the set of 4 Stewart plaid stemless champagne flutes for $66.00. They were on backorder and I just received them yesterday. When I looked at the box they were priced $48.00? These were on back order due to high demand, so there are alot of customers out there getting gouge an additional $18.00 for glass stems with a crystal price tag!!!! Buyer beware!!! Returned!!! Not worth $66.00!!!!

Unexpected back order status. Inability to know if or when a product is coming. Long delays. Rude customer service who are not equipped to help in any way. Recently awful experiences. Beware

The Wells swivel chair is absolute junk. The leather cannot handle mild or no use. Customer service is a joke. They offer no solutions and do not stand by their product. The fact that their website doesn’t have reviews tells you everything about this company. Customer service is limited and managers are apathetic.

Ordered 2 of the Remmy Swivel Chairs and have to say, for the price, they are awful. They're like sitting on bricks. I had to take the cushions to an upholstery shop and have them redone. Still not sink in comfy, but better than they were. Such a shame, they're beautiful, but awful to sit in.

I went into the Pottery Barn Store at Ponce City Market to get help and the woman who responded to my questions was great. I had her place an order for me but she ordered the wrong fabric for my item. When the item came I noticed it and had a call with both costumer service and the manager at the store branch in Atlanta. The manager in Atlanta was very rude. Overall, I chose pottery barn because of the service I believed I would be provided and the costumer care I perceived them to have, but the lack of care with this experience makes me realize there is no added value with a pottery barn purchase over any other retailer.

The JJ and staff are sincerely focused on ensuring everything is right. If there is an issue, they jump on it and kept us up to date. The quality of the furniture and other items is great. We would highly recommend the entire team at the Yorkdale Pottery Barn

Purchased the Penelope Hancrafted Quilt. The quality was very poor. It wasn't a quilt, but a comforter with stitched on thread designs. There was some hand stitching, which was very sloppy and uneven. And they tied the knots on the decorative side of the quilt. The machine stitching was coming apart in many places. Also, the fabric was thin. I don't expect it to last. I'm very disappointed in Pottern Barn. They need to add product reviews to their website.

On November 26th 2025 ordered on the phone
Dream Robe, Light Gray, Large
#9233692 QTY: 1
The agent confirmed the order and payment received on the 26th of Nvember 2025.
Today at around 2 AM December 13th 2025 Pottery Barn Cancelled the order.
I called and asked to speak with a Supervisor who refused to speak to me.
Absolutely the worst customer service.
Do not Trust Pottery Barn to deliver what you purchased and it will take 5 business days to verify the charge has been reversed to my card.

I bought a "PERFORMANCE OUTDOOR" rug for over $1000 from pottery barn. Loved the aesthetic, but this rug does NOT perform. I used it indoors, thinking because it was PERFORMANCE for the OUTDOORS, that it would last. It pills badly and essentially, you can't walk on it if you want it to be kept well. Even with weekly vacuuming and moderate use, it looks so worn within 6 months. Its ridiculous. I have already bought a new rug to replace it. I'm mad because this was advertised as a performance rug and it just simply didnt measure up for such a high price. Pottery Barn should credit me something, but instead customer service simply said they believe it to be normal wear and tear. I escalated the complaint and still have not heard anything. BEWARE. Have you noticed they removed customer reviews? That should have been the first clue!. While i love the PB aesthetic as much as the next, their stuff is going down in quality including their service. If they can't back their products, then why would we spend ridiculous prices! Best to buy elsewhere!! I wont' be buying any high end product from them anymore.

Wow. These reviews are terrible and this company clearly does not care. Ordered something online and home delivery was not an option. So i had to pay delivery fees for them to ship to their store so I could drive an hour to pick it up. Get home, unbox it only to find the item is severely damaged. I call customer service and the lady painstakingly took long notes of all the damage to the product. After about 30 min she decided that the best course of action she can offer me is for me to drive the hour back to the store to get partial refund. I insisted on a return label and she said, "no, you chose delivery to store so you could deal with the store now". When I tried to explain to her delivery to store was only option, she asked me multiple times if we are done now. Worst customer service ever! Im sorry if us peasants are just animals to your company. I then call the store and right away they tell me to call customer service. When I told her of my experience with customer service, the employee seemed flustered. Seems like all the decent human beings are in the store and the company hides all their awful poor excuse for a human beings on the phone lines. Once I deal with this issue,I will never shop at this poor excuse of a company ever again.

Let’s talk about Pottery Barn’s “White Glove” delivery service, Fidelitone.

Sure, you can select a date for delivery but not a time window. So how do you know what time they’ll deliver it? Simple.

They will text you the night before.

What’s the time window they could deliver it, you ask? Any block of time between 9am to 10pm.

What control do you have over this time window? Zero.

So hopefully you have nothing to do with your life. No work. No kids. No life events. That way you can pay above the industry average for delivery AND put your life on hold for Fidelitone and Pottery Barn.

I ordered a leather makeup bag online and paid shipping fee to get it because there is no PB sore in my city. However the product came in with no tag at all. It does not tell you what is made from, where it is made or what is the brand. It looks like that PB does not even care enough to add minor extra work when they got this product from some third party manufacturers.it does not look authentic at all. When I called customer service, the representative did not care either.I think that I will never buy anything from them again.

Table delivered was damaged, getting assistance is impossible, and customer service is worthless. We bought from the Summerlin store in Las Vegas,and our living room table is literally coming apart (see pics). Unbelievable!

Continuously changes estimated delivery date with zero information and no ability to determine status of delivery. Once you order your furniture you will never hear from Company. You have to check original email only to see dates continuously change. It has been 3 1/2 months and still have no idea when furniture will arrive. Horrific customer service that have no ability to assist. Zero accountability by company.

Two things. I returned a wood sample for credit but didn't have my credit card. The sales woman said I HAD to have my credit card with me. I pushed back and she seemed very put out to have to find the number. She was rude to me and very curt.

Two days later I was purchasing a floor lamp that was about $500.00. When I looked at the receipt it had a $129.00 deliver fee on it. I was not excited about that and asked if it could be delivered to the store which is very close. The answer was NO, the only way to get it was to pay the delivery fee. And they didn't even have the lamp to see despite the fact that their web site said it could be viewed at that store.

I will NOT be shopping any more at Pottery Barn, I find all these issues to be very dissapointing.

Pottery Barn is not transparent about whether an item is backordered or in stock. "Limited availability" may mean that you will be waiting a very, very long time to receive your paid for product. Pottery Barn's policy of making the customer pay for items at the time of purchase, and not when the item is actually shipped, puts the customer in a bad position. I paid for chair cushions over 3 months ago. The backorder date has changed several times. The most recent email I received pushed the ESTIMATED delivery date out another month and a half (and this is if I am lucky). The email that I received from PB also stated that I could contact Pottery Barn and update my order by calling customer service. After 25 minutes on the phone with agent Jennifer (with incredibly poor phone reception... I was told they had been having technical difficulties all day with all calls...then maybe don't pick up the phone until the difficulties are fixed). The agent (Jennifer) had to enter a "TICKET" because the order took place so long ago. I was told they would "decide" if I could cancel. I called back later in the day because I wanted clarification on what exactly filing a "TICKET" meant. (I had ended the prior 25 minute phone call when the "TICKET" was entered because I could hardly understand the agent because of all of the echoing on the line.) The new customer service representative (Nick) told me to call back in 5 business days if I hadn't heard anything. When, I mentioned that I had received an email that day changing the ESTIMATED delivery date again, and that the email stated to call customer service to update the order, he told me that didn't mean anything and that was just an automated email response. This is not the first time that this has happened with my PB orders. I have had enough of Pottery Barn's lack of transparency on their website, FREQUENT backorder date changes (and not for the better), and poor customer service. This experience is not the agents' fault, they are just doing what they are told to do (and both agents were very pleasant); it is POTTERY BARN'S corporate policies and lack of concern for their customers that is the problem. Pottery Barn is not what it used to be. I would highly recommend looking elsewhere for similar products. Especially in regards to furnishings and larger items. They have lost me as a customer.

I ordered a rug at the beginning of October and it was on back order. The rug was finally delivered on November 25th except it was dropped off at the wrong home. When I spoke to customer service she said they had that rug in stock and that I would have it in time for Christmas so she sent me a new rug. On December 5th I reached out again. I was worried about it not arriving on time to host family. I just opened my email to the order being canceled. When I called she was no help at all and said that I’ve been refunded and that I can’t receive that rug until 2026. Very dissatisfied with Pottery Barn. AVOID THEM!

I ordered two 36 inch Gray Caleb lanterns on sale for the holidays (only the gray color was on sale). In my cart they said non-returnable. They each arrived a day apart. BOTH were used and badly damaged and chipped and full of scrapes, like they had fallen off a truck. The box was fine, and no chips were in the packaging and it was well packaged. THEY WERE SENT TO ME USED AND DAMAGED. BOTH WERE! What a scam! I’ve spent over $6,000 at Pottery Barn this year and this is how they treat customers. SCAMMERS. Shipping damaged and returned/used items advertised as new and then making them nonreturnable! And then you have to deal with over 40 minutes on hold each time with customer service and then they want you to wrap it back up and take them to drop off the heavy item at UPS! After their scam?!?! Just say no.

Damaged Items and a Refund Nightmare
The Purchase & Initial Issue
I purchased the Faux Oversized Turning Maple Branch from Pottery Barn’s online store. Regrettably, the items arrived damaged. As a long-standing customer of Pottery Barn, this experience was disappointing.
The Customer Service Experience
The process of returning the damaged merchandise was both challenging and time-consuming. I interacted with three customer service representatives and one supervisor over several calls. The representatives appeared insufficiently trained to handle the return efficiently. Despite my request for a replacement rather than a refund, I was advised that only one item was available online and would need to independently reorder the other. My conversation with the supervisor lasted approximately 1 hour and 5 minutes as they worked to address the issue. Overall, the return process was unnecessarily complex, given that the items were damaged upon arrival.
The Outcome & Refund
The original payment for the maple branches was approximately $150. Following an extended and difficult resolution process, I was issued a refund of less than $25, which I considered unsatisfactory. In my experience, customer service at Hobby Lobby and Michaels has been significantly better, and their products are also more affordable. Based on prior experience, I anticipated a higher standard of service from Pottery Barn.