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December 2025 by Jason Stefan
If negative zero were only possible. Worst customer service & attitude for a luxury brand. Ordered a bed back in July and order got canceled in November when it was supposed to be delivered claiming no payment from Credit card company. They claim on a special order they only preauthorize and then it drops off until delivery yet I paid the $3,000. They originally acted like lack of payment was on me. The attitude from store and escalated customer service was cold and not a single apology. Not only were they wrong hence the credit card company issuing my $3k credit but they also lost a customer. The lack of customer service and courtesy is out the door with this company. The proof is in their low review rating. I will also use social media to get the message out. POTTERY BARN DOESN'T CARE ABOUT THE CUSTOMER JUST THE SALE. I also recorded all calls so there is no way to deny the lack of service or what was said to me.
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December 2025 by Karla Velmin
For such a high end company I am surprised there isn't better customer service.
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August 2025 by Taylor L
If I could give this company zero stars, I would.
I ordered a book bag for my son, and the embroidery arrived completely crooked. When I reached out to customer service, they suddenly claimed the bag was out of stock and said there was nothing they could do.
I explained my concerns and asked for options, and at that point, they told me they would comp any replacement book bag, given the inconvenience. I was told to go ahead, choose a new one, and call back to process the exchange.
But when I called back later that day, I was told I could only choose a book bag within $5 of the original price—completely contradicting what was promised. After a frustrating and lengthy conversation, they finally agreed to honor the original commitment.
They had me place the new order and pay out of pocket, saying I would receive a $22.03 credit once I called back in 72 hours. But when I followed up after waiting, they changed the story again. Now they claimed that because the new backpack was on backorder for 6–8 weeks, I wouldn’t get my refund until the item shipped.
Funny how they had no issue charging my card right away, but can’t refund a mistake they made.
I have screenshots proving they lied and gave me conflicting information multiple times.
We’ll be canceling the order, and if that doesn’t go through, we will dispute the charge with our credit card company.
DO NOT order from this company. I’ve spent hours with customer service being passed around, misled, and ignored. This is the worst customer service experience I’ve ever had.
When a company makes a mistake, they should take accountability and make it right. Pottery Barn clearly does not.
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July 2025 by TravelRN
Wish they would add teen and kids to this store
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May 2025 by jumana ali
I bought a coffee table it was over 1300$
It was waste of money
Poor poor Quality and now just after less than year I’m getting another coffee table from Ashley
Think twice before you spend your money on low quality.
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March 2025 by Katherine Stupecki
Great spot for holiday gift shopping! George was very helpful and provided great customer service.
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January 2025 by wanda stallworth
Pottery Barn, While offering style. Does not stand behind their products. They believe it a product is defective the defect shows within 30 days. I have a wrought iron table that has a stain. The table is now discolored and yes I purchased it a year ago. I wipe it with a cloth and use coasters. It's unfortunate that they take no responsibility and say you can get it repaired but at your cost. I always was thought this company was better than this. I spoke with a senior lead and she stood firm . Clearly not caring if I shopped their store . Well, I also can say that this is the first time I've taken the time to write a review. But wanted to share beware to know that you're on your own if you have an item that wears poorly
SUPER DISAPPOINTED in what I believed to be a great retailer. Try RH or Arhaus from now on.
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November 2024 by Jeff Shreffler
I have shopped at PB for years and love my stuff.
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October 2024 by Kimberly Garner
Worst couches. They flatten in 6 months, no refund. You think they would be good quality but they are the worst couches I’ve ever purchased
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October 2024 by Jason Edwards
340762576833
On May 24th we were delivered a couch that was both Damaged and defective. Nothing is being done to fix it and we are out $$$$ with a piece of furniture that is terrible quality.
Don’t do business with this company.
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September 2024 by Marty Martinez
Alot of stuff
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September 2024 by Gracie Mignery
Item was not flagged as out of stock or backorder when I placed the order. A month later and there was no update and no help from customer service, they just kept saying 'sadly'. The only advice they gave was to 'sadly' cancel. I'll be staying away from pottery barn moving forward. They have changed for the worse over the years.
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August 2024 by Trish L
This company is the absolute worst! As a former long-time Pottery Barn customer, I will never spend another dime with them. They have now charged my credit card TWICE for an item they never shipped. I kept trying to get them to cancel the order because the site didn't show it was on backorder, then they kept changing the 'estimated delivery date.' They said it was too far along in the system to cancel. They FINALLY cancelled it after I spent more than an hour on the phone with their customer service. Instead of sending a refund - they billed me again. I returned another item from the same order - and again, no credit. To date, I've paid $221 on a $147 order for two items I do NOT have. (One never shipped and the other has been returned). My credit card company is absolutely no help. (PayPal Synchrony).
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December 2023 by Jeff S.
DO NOT ORDER FROM POTTERY BARN IN PINECREST LYNDHURST OHIO. Ordered two items in September for delivery in October. One item got back ordered, one item was shipped to their warehouse in October, it is waiting there. First item was back-ordered another month. Then another month. Then another month - we are now into next year. We asked to have the item in their warehouse shipped to us and not wait for the other. Response: "No, they won't split the order". "They" must be their headquarters. "They" won't spring for the delivery cost for one item while the other item is delayed 3 month. Pottery Barn is INFLEXIBLE and the staff at Pinecrest have NO INFLUENCE over anything at their company. So we wait and wait. AVOID AVOID AVOID.
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November 2023 by Donna S.
Good selection, nice store.
