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January 2024 by Isabella Basterash
My new comforter caught on fire and I called customer service asking if there was anything they could do to help and the lady was incredibly rude and told me to get a new one.
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September 2023 by Matthew Berg
Pottery Barn is a complete joke, you spend $1000s for quality and you'll never receive your product. It's always in shipping. It's been shipping for a month and when you call for an update you get someone working from home who tells you it's shipping. All they can do is email the wearhouse who will never reach back out to you. Then a week passes and you continue the process. Save your money for a company that cares.
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April 2023 by cathy schulz
We purchased a Reeva Handwoven Rug, which was delivered about 2 months ago. Initially there were a few loops and threads that popped up, which we thought was because it was new. Unfortunately, more and more loops/threads have continued to pop out, sometimes in 2 or 3 threads together. Thinking it won’t be long until the rug starts to show threadbare areas. Too bad, as it is lovely.
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February 2023 by Karen Holland
Received a Christmas gift with no gift receipt. I attempted to return it for a store credit but was refused. They weren’t losing the money but giving me an opportunity to get something I wanted and would use. Terrible customer service. They looked down their noses at me. I will no longer be purchasing from Pottery Barn and will not set foot in a Pottery Barn store again. You just lost a customer to Crate n Barrel.
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February 2023 by Kelsey Coleman
If you are considering shopping at pottery barn, DON'T DO IT! The worst customer service I have ever experienced. My husband and I ordered a bedroom set from Pottery Barn three months ago and still do not have the complete set. It was difficult to schedule delivery. Then the installation guys showed up with a broken bed set that they wanted to leave in our possession with no assistance in replacing the broken product. The dresser and night stands look very different in person than pictured online. When we were finally able to process the exchange for a new bed frame because they tried to give us a BROKEN PRODUCT, we were told it will be another two to three month wait and with absolutely no compensation or apology for their mistake. What a scam of a company.
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November 2022 by Porscha Nelson
If I could give this store ZERO stars I would! Firstly, whenever I walk into this store I am NEVER greeted by not a single employee; EVER! There were times whenever I walked in and there’d be not even 10 customers in the store, and STILL…not a “Hello, if you need help looking for anything, I’d be happy to help!”, etc; absolutely NOTHING! I truly think that the employees here truly have issues with diversity. The employees at this store are always full of them selves; very stuck up and non professional; won’t even speak even after you’ve spoken to them. I’m always mugged with the most disgusted looks on their faces whenever we do make contact & stereotyped whenever I come into this store. Again, not a single greeting whenever I do make contact with any of them! It seems as if they have a problem when Black people come into their stores and buy supposedly good quality home goods, which is pathetically foolish! I’ll stick to ordering online! Won’t be stepping foot in here ever again.
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November 2022 by Danielle Patton
Our last 3 orders have come damaged and the return process has been nothing short of a headache and incredibly frustrating experience. Hour long phone calls with customer service that are unable to resolve issues.
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November 2022 by Kim Grossmann
Beautiful store gives me joy, a favorite of mine for home decor. Furniture, lighting, bedding, rugs, decorative items and more(online and catalog carry even more). Quality is very nice, staff is helpful.
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October 2022 by Danielle Ciano
We went to the Pottery Barn store today. We were checking out and had Shawn check us out. She was rude and seemed impatient. We didn’t bring our card so asked her to look it up she asked for the ID. We accidentally brought our phone out and she said no I need the ID. We ended up using our debt card. Once the payment is we can use it to leaving she goes it’s just easier to bring your card so next time you should really bring your card. She was extremely rude and very impatient with us. Not happy.
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August 2022 by Michael Metzger
I will never buy another product from Pottery Barn. I purchased a couch and it has been a complete disaster every step of the way. Absolutely no customer support, took over a week of contacting them and waiting hours on hold to schedule the delivery, couch was delivered and missing parts. They left it tipped on its side in the middle of my living room. Customer support said someone will contact me in 2-3 days... I'm not holding my breath.
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August 2022 by Sheri Livermore
Two complaints…they have THE WORST return process for small furniture pieces. They haven’t credited my account for two items I returned a month ago and I’ve had to file a dispute, even though I have proof the items were returned via UPS. Secondly, I bought a previously owned project desk from someone that was missing a shelf bracket. I called Pottery Barn to see if I could get a replacement part and they do not replace parts unless they have an order number. So apparently you have to be the original owner to get any assistance from them. Wow.
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August 2022 by Gabby Leachmon
I have placed a order for a bed back on Oct. of 2021 on their website. I haven’t received any updates since then. I have gone to the store to get and none was given properly in addition, I have called their customer service phone line. My mom asked the associate named Amanda for assistance and when she was annoyed with her, she ignored her and went about her business. This location has some of the most stuck up associates ever.
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July 2022 by William Casto
Had to return an unopened box containing a wicker box we bought online. The customer service rep didn't even open the box. Just credited the Pottery Barn credit card. Awesome customer service!!!!
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July 2022 by Jo M
The staff were outright rude and acted as though the simple questions I had were bothering them. It was an extremely hostile environment and not at all productive or enjoyable.
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June 2022 by Kathy Gajda
Just don’t do it. I ordered a dresser in October, was told it would be here in February. Was billed $2200 for it in March, still no dresser. They told me to call the delivery company, went back and forth with them for weeks saying pottery barn still had it and not the “white glove” delivery company they charged me for. Turns out it was damaged and now they are saying August 31st. I ordered a different, in stock dresser. The delivery company has canceled 3 times and by cancel I mean give me a delivery date, I take off work and no one EVER shows up. Customer service won’t confirm anything, pottery barn just sends you back to talk to the delivery company. There is no one to escalate the issue with at the delivery company because as one of their reps told me “ I work from home, so unless you want to talk to my cat, there is no one else”. As long as they use Ryder Last Mile for delivery, I will never buy from them. It is the worst customer service experience I have ever had.
