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October 2025 by Kevin Fisher
Should’ve read reviews prior to shopping.
My mistake was thinking that a somewhat high end furniture store brand would have at least average service and fulfillment times.
Went into the store on August 30th to get a desk and a few other things for our child’s bedroom.
At checkout (after reluctantly agreeing to the “white glove” delivery fee of $250 [the only option unless we wanted to rent a van or truck]) the sales staff informed us one item was backordered and should arrive “ABSOLUTELY no later than late September”.
Late September I get an email saying it’ll actually be more like late October.
Now I check and it’s “sometime in November”.
Even worse is that they have made no effort to compensate for this.
Waiving the delivery fee would’ve been a nice offer at minimum, but they can’t even do that.
I was offered the very generous option (sarcasm here) that I could cancel the one delayed item and the others would arrive. Only thing is the delayed item is a desk and one of the other items is the separate hutch/top for that desk, which would be useless alone.
I asked if I could just cancel everything and get a full refund, but that’s “not possible” due to their internal logistics since the couple in stock options are rotting in a local warehouse waiting for the one delayed item.
These had better be fantastic quality when (if?) they actually arrive since I feel I would have been far more satisfied with IKEA items that actually came to my home instead of fancy overpriced pottery barn ones that can’t even get to me.
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July 2025 by Rene Bisson
Between our daughter’s furniture, her module playroom storage and buying at $10k bar at pottery barn we have been treated like garbage. The kitchen set we bought her was missing parts but as it was a present didn’t put together for some time so they wouldn’t just send the replacement. My wife sat on the phone for over an hour with their lousy unfriendly customer service and finally ordered the part. Next is the best part…. After thirty days of nothing part order is cancelled with zero explanation.
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June 2025 by Ashleigh Leslie
Rude staff
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June 2025 by L. B.
Cashier on the phone instead of taking care of me while I was waiting to pay
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March 2025 by Jennifer Venturo Alemán
Anthony is AMAZING! He provides top notch customer service and extremely honest and helpful. Not only did he help me with an order online, he took the time to make suggestions on the best options and to honor a change with my order as promised. Because of his service and how he represents the Pottery Barn name, I will be coming back to make all my purchases with him directly in the future. You are lucky to have him on the team.
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March 2025 by Erik Conti
My wife and I don’t buy items from here because they tend to lose packages in the mail. So we just come here to look for things we want and buy them cheaper at other places.
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March 2025 by kat Ann
They double charged me for what I bought, wouldn’t help me on the online chat, or in the store. Useless
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December 2024 by Julia Orlofski
The customer service at this company just isn't it. Twice my order was cancelled out of the blue, even with the product still being available in stores. Don't bother with their customer service chat online, they are completely useless. I love the products here but they are out of their mind expensive and the service is piss poor. Go elsewhere.
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October 2024 by Fabi G.
This review has nothing to do with the store but an online purchase. Pottery barn does not have a section on their website to leave a review-which now I understand why. I’m really disappointed with my experience. I ordered a white Hello Kitty book bag, and it arrived without the bow button. I figured it was just a fluke since I’ve always liked Pottery Barn products. So, I ordered another Hello Kitty book bag, but this one came with the stitching ripped out on the handle.
Now I have a very upset little girl and I’ve spent $64 on each bag. It’s frustrating to deal with returns, especially when I need a reliable bag for my child. I ended up getting a $35 bag from Amazon instead. I expected better quality and service from Pottery Barn. Unfortunately, I won’t be ordering any more book bags from here.
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April 2024 by Leon Gertsberg
Extremely disappointing. For such high quality luxury brand they have the most incompetent sales/ customer service. We got sold as a chair cover of the wrong size. Management took very little responsibility for it. Didn’t offer any compensation for the event as well. Utter incompetence.
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March 2024 by D
Hannah was incredibly helpful in resolving a registry issue, applying a completion discount, and placing an order. The best part being that it was all taken care of over the phone within minutes, I didn’t have to go back to the store. Excellent customer service, I’d recommend to anyone!
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February 2024 by Claudette Mansour
Excellent help with a problem!!
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December 2023 by Eileen Maffei
Wow!!! Just when I thought I would get a recording, Anthony answered my call and helped me with my questions. He went above and beyond any customer service I have ever received! Anthony, I hope you have a wonderful holiday because being the best deserves the best!
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November 2023 by Brian Brandt
Do not waste your money. Store staff was a pleasure to deal with. That’s where it ends. We purchased a nursery chair and were told it would be delivered within 3 weeks. A week later we were told there has been a change and it won’t arrive until March. When we called we were told they can try to cancel it but we may have to wait for it to be delivered before we can return it? We were also informed if they allow us to cancel, we still have to pay the shipping and handling since it comes from overseas? Do yourself a favor and purchase elsewhere, we thought we were dealing with a reputable company but it’s more of a headache than it’s worth. All the chairs are probably made in the same factory so save money and shop elsewhere. Now we are without a chair and having to fight for our money back 3 weeks ahead of our due date.
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September 2023 by Odalys
I was talked to in a condescending tone by the older woman seeming frustrated trying to learn how to process a transaction on the register. However, it seemed like her coworkers were also tired of her complaints, so I didn't take this personally. Everyone else was kind and helpful.
