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September 2025 by Gary Kelley
Walked in and asked a woman if they had a restroom. She looked me up and down and said the mall has some. I told her I just had back surgery a couple of weeks ago and she rudely said where they were. Now I was wearing a tank,shorts and im a big muscle guy in tats. 45 minutes earlier my 22 year old daughter went in and asked and they were all good. Since when does how we look or dress have to decifer when and where we can use the bathroom. I make really good money so I can afford this place but I never will after being treated this way. Pottery barn you need to train better
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April 2025 by Joseph Dileonardo
We have had a table for less than a year and barely use it! The finish is coming off and after contacting customer service and showing them pictures they said it was normal wear and tear! What a joke! Never buy from this joke of a company!
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February 2025 by Ronda Klein
Worst customer service service ever considering it’s a high end store or maybe even just that their prices are ridiculous. Would not even consider 1/2 refund for so many issues with the item I ordered. Did not show up for 2 months . Was told it shipped and come to find out it never shipped . Talked with a supervisor named Monique who expressed no care or concern over the issue! I would not shop here! Buyer beware they don’t care. They just want your money!
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December 2024 by Mike Hansen
Purchased flatware and was told its on backorder.waited 2 months and during that time was told its in and shipping to you. Bank was charged the amount out of my account and email says preparing to ship.never received shipment so i called customer service. Was told its on backorder again and it won't be in for 6more months. I was charged but no flatware..ive called 6 times and gotten different answers every time. Wanted to talk to supervisor but they refused to speak to me. I find that very disrespectful from a customer service rep.i will not shop at pottery barn again. Their competition has got my money now!
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October 2024 by Rich Schaafsma
Ordered and paid for 2 couches in January of 2024. We still have not received them October of 2024. We are not able to talk with anyone that have power for resolution. Now they can issue credit once they have it confirmed from their vendor. I did not order from their vendor this makes no sense.
The cancelation request was sent to the vendor on 9/30. It will take a few business days for a confirmation that the items have been canceled. If they are not able to be canceled due to being too far along in production, we will issue a refund once they arrive to the dock.
The issue has been they can’t give us dates on when we will receive the sofas, now they can’t give us date on refund!!!!
The issue has been they can’t give us dates on when we will receive the sofas. Now they can’t give us dates on when we will receive refund.
The dock???? I was told they were made in the USA. Scam Fraud dishonest!!
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August 2024 by Rebecca Mayer
This summer, I went into Pottery Barn in hopes of buying quite a large amount of stuff for a rental that I am working on. But, I was looking for some advice. I got some advice, but it felt very pushy to me and, I ended up buying about $2000 of products. Maybe it wasn’t the 10,000 I hoped originally but it was still a good bit, but, there were a lot of rude comments along the way. I have decided I will never shop there again just because of the rudeness. Too bad, because I do like the stuff that Pottery Barn sells…
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August 2024 by Tammy Vandermeulen
Customer Service is awful at Pottery Barn. I ordered 4 pieces of custom furniture from Pottery Barn. Two sofas and two loveseats. I loved the look of the furniture. However, within a few days of delivery, I noticed feathers poking out and coming out of the cushions. Not just a few, a lot of feathers. I looked inside the cushion covers and there were numerous amounts of feathers outside of the protective cushion cover. The more the furniture was used, the more feathers that came through. The feathers were sharp on the ends a very uncomfortable. I contacted Pottery Barn. They requested that I send pictures of the inside of the cushion cover for each cushion. My sofas each had 9 cushions ( 3 each of back, seat and lumbar cushions). My loveseats had 6 cushions each. So I was asked to uncover and take pictures of 30 cushions. In addition, I had to take pictures of each furniture piece showing the feathers on the furniture. I explained that this was a lot of time consuming and messy work. The customer service rep told me to take the pictures for just two out of the four pieces, since they were all the same style. So, I did exactly as they asked. After receiving all of my pictures, they stated that it is normal for the feathers to come out of the sofas but not to the extent that mine were. They agreed to change out the feather cushions for foam cushions. Since I really liked the furniture itself, I thought this was a good solution. Over the next few months, I received foam cushions for one of my sofas and several foam cushions that were not for the style of my sofa and did not fit the cushion covers. I contacted Pottery Barn each time I received incorrect cushions. They said they didn’t want the incorrect cushions back, but they would resend the correct foam cushions. I didn’t want to keep the incorrect ones because there were a lot, but they did not want to pick them up. Several weeks went by, and I had still not receive any correct foam cushions for my 3 other furniture pieces. I contacted Pottery Barn several times only to be told they were looking into the situation. Finally, after numerous conversations, Pottery Barn said they would no longer send the replacement foam cushions for the remaining sofa and two loveseats. They gave me no reason as to why there were so many mix-ups on the cushion sizes or why they cancelled the replacement order. They basically backed out of what they told me because they sent so many incorrect cushions. So I am stuck with 3 pieces of furniture that continually lose feathers even after 9 months of owning them.
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April 2024 by Michael Heller
We purchased a couch in January, and we were promised a May delivery. Then we received notification that it wouldn’t be delivered until June, then July. Now we just received notification that it won’t be here until September.I understand logistical complexities, but sending it overseas for upholstery is just insane penny-pinching for a corporation of this size when it takes this long to deliver. We paid almost $4k for this couch. This is insane. Do better. We would not have purchased this couch if we had known it would take this long.
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March 2024 by Tanya Olson
DO NOT ORDER FURNITURE FROM POTTERY BARN!!! We have spent almost $7,000 on various furniture items for our new home over the course of the last 5 months, all of which have posed issues and been difficult to obtain. We ordered a dining table and chairs and waited months for it, and finally, when delivery was scheduled, the delivery company did not show up. We had to call PB several times and they told us we needed to work with the third party delivery company. Our table and benches were finally delivered although the app still shows their in process. We also ordered a $2,000 leather arm chair on 11/27/23 and the delivery date keeps moving out - it is now May 15th! We have called and tried to cancel and have been hung up on, mislead and told we'd receive a refund, only to receive an email stating our item cannot be cancelled and is in transit. Lastly, we ordered a $1,000 stroller on PB Kids on 1/29 and it has yet to arrive an entire month later. We are also in process of cancelling this item and have not yet received a refund. I attempted to call customer service AGAIN today and was placed on hold while my issues were researched only to be disconnected while on hold with no call back. We will be filing a dispute with our credit card company in an attempt to receive our money back, but overall, our experience has been HORRIBLE with this company and I will never order a single item from them again despite the hype and alleged quality of their products. I will be shocked if this company does not go out of business in the next year.
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February 2024 by kristine lawton
I ordered furniture 2.5 months ago, it was promised about 2 months ago, is still not here. My couch that is paid for sitting at the warehouse here in Grand Rapids is being held, they refuse to deliver it, which I said I would pick up, “oh no we can’t do that”. There is a serious problem within that company. Save yourself the stress and shop elsewhere
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October 2023 by Logan Boykin
Stuck up employees who were rude to us for going near a passage with a plant in the way
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October 2023 by Kay Connelly
I want it all!
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October 2023 by Kinga W
Great ideas and holiday decor.
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September 2023 by Caitie Bolich
My son loves this store. He enjoys looking at all the furniture and blankets. Staff is always kind and respectful
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September 2023 by Ramea Awni
I ordered a custom sofa and two chairs totaling over $8000. After waiting 5 months, only the sofa arrived, and it was delivered uncovered and extremely dirty. I refused the delivery and sought resolution. For 12 days, I've been calling Pottery Barn, but all I get are conflicting promises and rude treatment from the case manager. Pottery Barn has done nothing to correct this mistake, causing significant inconvenience. I've had to cancel numerous events and gatherings in my home. What matters is how a business handles its mistakes and treats customers. I simply want a refund to buy furniture elsewhere and I'm struggling to obtain it. I called the local store and they are not willing to help. Stay away from pottery barn, I am very disappointed!!!
