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April 2024 by Vanessa Kenworthy
We're shopping for a mattress and the mattress website said we could test the mattress in person before purchasing at two different stores. One of them is now closed and the other was Pottery Barn. We went over the weekend, found the mattress, and it was beautifully decorated, but you can't really truly test with all the "fluff" on it. The store was clean and had a variety of other items we perused, but pricing is what you'd expect. The mattress we were looking at was just shy of $1,000 more in the store than it was online.
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March 2024 by Tim Rolfsen
Ordered a bedroom suite in January 2024 and while the bed was shown to be in inventory and shipped to the warehouse on January 18, we had to wait over two months until the remaining items hit the warehouse so they could deliver them all at the same time. OK, we're reasonable people.Today, March 22, is when we were supposed to take delivery, but we get a call in the morning that the bed, you know, the item they've supposedly had for two months, was mispicked??? Now we're being told it will be late April to mid-May before we have the bed. We've already donated the other bedroom suite, so we are now left without a bed in that room.This is unacceptable: Did they really have the wrong headboard? If so, why did it take two months, the day of delivery, to make that determination. Was it really mispicked, or did they delivery it to someone else because we had to wait so long for the rest of the furniture? At this point, my wife and I have lost trust in PB and cannot say we recommend them for the purchase of furniture if this is the result you can come to expect.
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November 2023 by Rose Caito
I’ve been thoroughly dissatisfied with every experience with Pottery barn. They nickel and dime you even though everything there is ridiculously over priced. And worse, the quality of what I’ve purchased (furniture, bedding, various other items) is not worth the price. I purchased a dresser and was charged $300 for delivery. Then when it was ready to be delivered I was not contacted or anything. Several weeks went by and I had to contact them to see what the delay was. Apparently they just forgot to schedule the delivery and I had to wait several extra weeks to get on the schedule. When it came, there are obvious imperfections already and the material seems not high quality. Overall very unimpressed with products, shipping, and delivery.The baby registry app is clunky and hard to use. Returns are difficult. They charge ridiculous amounts for shipping and are routinely back ordered. I seriously don’t know how they are still in business with the way they operate and how terrible the customer service is.
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August 2023 by Lairs S.
usually love Pottery Barn but there is an awful woman who works there named Brekalyn or something like that. She is rude and obnoxious and I would never want to deal with her if purchasing anything for my home. I think she used to work at Wallgreens. Walgreens seems to be more her cup of tea. she shouldn't interact with customers.
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April 2023 by Susie Dawson
WARNING I am very disappointed with my experience at Pottery Barn. My husband bought bedding, including the Classic Organic Sheet Set I would never shop at this store again or any Pottery Barn. My husband and I bought these sheets on March 26, 2023. We had a king bed delivered on March 30, 2023. We washed the sheets March 30 before making up the new bed. When we got them out of the dryer on Wrinkle Care setting Permanent Press, they were beyond wrinkled - all scrunched up. We did not make the bed after seeing the sheets and went to the store to return them that same day. We were told they don't take back sheets once they are washed. Well, first, one does not sleep on the sheets until they are washed. And, they have to be washed before one knows they are 100% unacceptable. The salesperson got the manager for us, who told us this is store policy. He did not even want to look at the sheets for himself - totally indifferent to the issue. We spent a lot of money for a quilt, two quilt sham covers, and two linen duvets. They refused to make the issue right for the sheets. I said I would report them to the BBB and Attorney General of Indiana. They said to go ahead. I forgot small claims court and AmEx. I am getting my $169.00 back the hard way, since the easy way is not possible. Having read the small print on the receipt, it is not stated anywhere that this is a store policy. I am contacting Simon Mall about this store, too.
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April 2023 by Anthony kirkpatrick
Bought a couch 2.75 weeks ago. A week before delivery they canceled my order my order because of problems overseas [terrible excuse for a week before delivery] . Called for support.. the first lady put me on hold when i asked if they would make it right and give me a discount on new purchase [i just moved & have been without a couch so this it's a big deal as planned my move in around the delivery of a new couch] and immediately hung up on me. Called back sat on the phone for 35 minutes just told me they will give me no discount. Now after wasting 2.5 weeks waiting .. I have to go shopping again for a new couch and start the process over. This company has wasted ample amount of my time and doesn't seem to care. Basically telling me to kick rocks.. funny thing.. I was going Saturday to buy a dresser and bed from them.. but it appears they don't care about my businessThe second lady I talked to in the phone was nice but management doesnt care about customers. And with the first lady hanging up on me [yes I was polite].. id say the company absolutely does not care about their customers. Shop some where else!!!!!!
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March 2023 by Susie D.
I am very disappointed with my experience at Pottery Barn. My husband bought bedding, including the Classic Organic Sheet Set I would never shop at this store again or any Pottery Barn. My husband and I bought these sheets on March 26, 2023. We had a king bed delivered on March 30, 2023. We washed the sheets March 30 before making up the new bed. When we got them out of the dryer on Wrinkle Care setting Permanent Press, they were beyond wrinkled - all scrunched up. We did not make the bed after seeing the sheets and went to the store to return them that same day.We were told they don't take back sheets once they are washed. Well, first, one does not sleep on the sheets until they are washed. And, they have to be washed before one knows they are 100% unacceptable. The salesperson got the manager for us, who told us this is store policy. He did not even want to look at the sheets for himself - totally indifferent to the issue. We spent a lot of money for a quilt, two quilt sham covers, and two linen duvets. They refused to make the issue right for the sheets. I said I would report them to the BBB and Attorney General of Indiana. They said to go ahead. I forgot small claims court and AmEx. I am getting my $169.00 back the hard way, since the easy way is not possible. Having read the small print on the receipt, it is not stated anywhere that this is a store policy. I am contacting Simon Mall about this store, too.
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March 2023 by L Hill
Great experience with ordering a bedroom set. The sales lady was so nice and personable on a busy evening. We received our delivery on time. We had an issue with the quality of our headboard but we were directed to contact customer service and the process of getting a new headboard was simple. They were very responsive and helpful. With the shortages of everything today, I was very pleasantly surprised with my experience! I took one star away, not because of the service at the store....but because PB charges SO much for shipping and delivery! We ordered 4 pieces so it was fine but it wouldn't be worth it if we only ordered one piece.
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March 2023 by Mariah
Pottery Barn products and quality are great, but their lack of customer service as a whole is disappointing. They refused to offer a discount or make it right after they delivered the wrong color of a 2 month backordered item. I now have to wait 3 more months for the correct item because of their mistake. I will not buy from PB, West Elm, or Williams Sonoma (all companies they own).
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February 2023 by Shannon Lamb
We completely redid our bedding a week ago and needed a lot of help. There are so many layers.. the sales associate, Frank, really helped us. It took a minute for me to explain what I was looking for, but he listened and brought out the perfect duvet cover! We ended up getting a full sheet set, 2 throw pillows & covers to match the duvet + another blanket. It was a pricey investment, but totally worth it. The sheets are SO LUXURIOUS. They are the Tencel lyocell sheets and you literally just glide right into them. I am absolutely obsessed!!
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November 2022 by Amalia Griffin
Do not believe delivery times at all! “In stock” for my zip code apparently means changing the delivery window without notice despite the product still being listed as in stock and ready to ship on the website. Hope to receive my couches that I ALREADY PAID FOR eventually ?
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October 2022 by Katie Kawiecki
I ordered from Pottery Barn 1 time and will never buy something from this company again. I ordered 2 items in April, finally received them September 4th. The bed was damaged and replaced. The expensive dresser was broken, the drawer would not open and it was refused and put back on the delivery truck to be returned. It’s now October 20th and Pottery Barn has still not provided me a refund check. I continue to fight with them, each time I call customer service I’m provided different info about when the check is being processed or if it’s processed. Just want my money. I will not buy again from here nor do I recommend anyone else!
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September 2022 by Mukta Umarani
I wanted to share my experience with the Pottery Barn . I spent $400 on a comforter and shams (king size) which I use only occasionally . So this 1st time I washed the comforter after I bought it last year. It is supposed to be machine washable. And unfortunately color bleeds heavily. With one wash it's completely unusable now. I called customer care and they said they can give a 10% refund which is a joke for a completely unusable comforter now !!
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July 2022 by Ben Pearson
Would be five stars, but the $4000+ couch I bought arrived damaged, the replacement was also damaged, but third time was the charm and they did manage to eventually get me a great couch. At least they eventually got one that wasn't. I've bought several pieces of furniture here and have been happy with all of them. Some is made in America and some overseas...they could be more clear on the origin. For the price of some of the furniture it should be made here.
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July 2022 by Stacy Hall
Worst customer service. I have been waiting on $260 for a refund on a damaged item that was delivered twice. I’ve been working with Customer service since 5/13 and everyone I speak to says they are sorry and will get the issue resolved. We thought we were doing PB a favor by saving them money and accepting $260 on a damaged piece instead of continuing the cycle of returns until they delivered a quality product. Every item that comes from OH distribution is damaged and every item has to go back at least once. The price compared to quality is not equal. PB may never pay me my money but I can guarantee I will never spend another dime in store or online
