Pottery Barn Reviews

Bought a $2300 slip-covered chair& a half from Pottery Barn. The slip cover was too small and had pulls/wrinkles all over it. We arranged for it to be picked up and credited to our account. The arranged pick up time was over a week in the future. Two guys show up in a truck this morning; only identification showing is the company name on the door, Central Carriers LLC. They come in the house and spend five minutes inspecting the chair. They then put it in the truck and prepare to leave. I stopped them and asked for a receipt; otherwise, they were just leaving. Two guys in a truck, effectively stealing my $2300 chair, leaving no receipt. They got someone on the phone, only Spanish being spoken. I asked to speak with the supervisor who ends up sending me a picture which supposedly is a receipt, but I can't open it. All in all, a very disappointing experience with Pottery Barn.

I bought a white drum lamp shade that was supposed to come with a nickel finish, but received a off-white drum lamp shade with a dark bronze or black colored finish to the hardware. The lampshade had scratches all along the top on the inside of the lamp shade. The Box came damaged and there was no packaging for the lampshade at all.😔😬🤐

I purchased the Elliott small vinyl storage unit. I had researched online and seen a similar version made by Crosley. I decided to go with the Pottery Barn version believing it to be different and probably possibly a higher-quality. When the unit arrived it was indeed the Crosley unit. I contacted customer service and informed them that the exact same unit from Crosley was nearly $100 cheaper than the unit they were selling and that their website was very misleading and did not indicate that the manufacturer was from Crosley. If I had known I would’ve purchased direct and not paid for delivery. I was told I could return the unit for a refund however my husband had already assembled it which took him nearly an hour and so I indicated I did not feel that this was an option. Pottery barn is misleading and I feel duped. Buyer beware.

Finally decided to get myself a nice luxury duvet cover after saving and searching for years. This was a $300 duvet cover which I thought was going to be a great product. It shipped to the wrong address and ultimately told me I am out of luck and out of $300. I didn’t know a company could take your money and give you no product or service in return. They were not willing to help me and gave me 10% off if I ordered another one. An absolute joke of a company! Save your money!

I purchased a Kendall extra-wide dresser for my daughter’s nursery. It cost about $1,400. When I went to visit her & looked at the dresser, I noticed the drawers only pulled out halfway. I contacted customer service & was told to send pictures showing my concerns, which I did. I was then told I would hear from someone in 1-2 business days. 10 days passed and no one contacted me.

I bought two sofas before delivery, told that one was damaged and wouldn’t be delivered because of it and that they would send a new one in October, and it’s MAY. Told them this was unacceptable, and no one in CS could help. After telling me they’d deliver one, they completely SKIPPED our delivery and didn’t come when it was supposed to. Had to call CS again to see why it didn’t come after an hour back and forth. Someone said they would send them out in 2 days. We told them to deliver both couches bc October is 6 months away.

I use to be a Huge fan of PB! NO MORE! It is a long story so I will just say, the staff and CS is “NO CUSTOMER SERVICE” in the last few years! The last 4 items I ordered lately were CANCELED, not by me, by PB. No email, No reason, Just canceled! I was a valued customer for years, like 25, Most of my house is PB! I have bought my Grands a lot for PBK. I will NEVER buy from them again. I am sorry they have come to this place! I don’t expect them to be in business much longer. They have ruined their reputation with the consumer.

Purchased two large expensive outdoor tables that were delivered last June alone with 12 chairs. I covered the table with a tarp over the winter. This spring I took the cover off and the finish on the table has completely worn off. My old Ikea table lasted 20 years. This table lasted 3 months. Customer service refused to refund or replace. Very expensive disappointment. Terrible low quality high price furniture.

I made a purchase all the way back in early February 2026. Part of the item was on backorder, but after looking at what I was sent, it did not meet my expectations, so I tried to return it at the store. After 45 minutes of back and forth, I was told that I could not return the partial order and that I had to wait until the back ordered portion was delivered before I could initiate a refund.

Recent order issues - within the past 3 months. Cayman Bed - this bed was delivered and assembly was not completed. The assembly didn't tell me they were missing parts and left me to find that out on my own a week later when I realized the headboard wasn't attached. They have sent parts twice and missing the actual part requested and needed both times. We will be on our third try for one. Still not resolved.

I purchased a very heavy terra cotta lamp which had a broken "harp" upon delivery (small piece that attaches shade to lamp, it was not directly part of the lamp). I requested a replacement for the broken piece and was told I would have to return the entire lamp and would have 20 days to do so. The piece I need in extremely small and simple to mail to me and offered to return that piece. I asked to speak to a supervisor and was denied. I will never ever purchase from there again and suggest you look elsewhere. PS no wonder they are not accepting reviews to their website.

The I needed a new sofa & loveseat, and I wanted something that was made in the USA. I saw a brown leather sofa from the Turner Collection on display at Pottery Barn and I liked it. The saleswoman proudly told me it is entirely manufactured at their Sutter Street factory in North Carolina, so I ordered it. It had a 5-6 month lead time which was fine.

We purchased the Pearce sectional sofa in 2022. It took ten months to arrive "due to Covid." It is the first PB furniture we have ever bought, and will be the last (btw, they kept calling and trying to send us one piece at a time...what were we supposed to do with one or two pieces of a five piece sectional over ten months?). The couch looks nice, however, is the most uncomfortable couch I have ever owned. We thought it just needed a little break-in period, but four years later it remains stiff and board-like. The pieces my husband and I sit on most have noticeably sagged (he is a very fit cyclist and I am 5'3 and 135 lbs for reference), so I'm not impressed with that. Occasionally I used to come down to sleep on the couch, but this has proven impossible with this couch. It is like sleeping on a basement floor. Horrible.

I only provided one star because it would not let me do zero. I ordered a bed from PB in Dec (and paid in full) and it took till April to receive it. However, the legs for the bed did not fit the frame. They proceeded to send new legs, which were in different color / materials from the bed, and they also did not fit the bed. Then after bouncing around to multiple "customer service" teams all of which have no idea what to do or how to fix it. Finally, we said pick up the bed and remove it. These knuckleheads set a date for the pick up and never showed. Just Awful. No other words but to say they have the absolute worst customer service team. Whoever leads customer service should be fired immediately and the CEO of the company should be embarrassed by her team.

I ordered linen, pinch pleat drapes, 4 at 96 inches long to be exact on March 3, 2026. I was told they were in stock, well, they lied, they were not! On March 20 a label was sent to UPS which usually means the items are soon to arrive. I called customer service and was informed that the drapes were being made in a foreign country and as a result they will be delayed and expect to be delivered to my house on April 13. They were not delivered, nor have I received any update information from Pottery Barn. Once again I called and was told that the drapes or package was probably on the way here, but had to go through customs. Come to find out they aren't even made yet.

I purchased 4 white wood counter stools that were delivered 1 1/2 years ago. 3 of the 4 are cracking. Pottery Barn said the time allowed for problems has expired and they will neither replace them nor send someone to fix them.

I purchased a set of "in-stock" pillowcases on April 27th, 2025. I was sent an email dated March 17th, stating the pillowcases would now arrive between May 15th to 19th. I sent Pottery Barn an e-mail stating that was unacceptable and that I wanted to cancel the order for a refund. I received no response, so opened a case with PayPal. After allowing time for PayPal to investigate this case (they were also unable to reach Pottery Barn), I received a refund. The items arrived after I was issued a charge-back.

I am giving Pottery Barn one star because my experience with their Belgian Flax Linen sheets and their customer service has been extremely disappointing. I purchased two Pottery Barn Belgian Flax Linen sheet sets and rotated them carefully. I am very gentle on my bedding, I launder it carefully, I sleep alone, and there is nothing about my use that could reasonably explain a premium fitted sheet becoming threadbare and ripping so quickly. I am 67 years old, weigh about 85 pounds, and put very little strain on sheets. These were expensive sheets sold as a premium product, and they did not perform like one.

I ordered an Easter Basket and personalized liner for my grandson in February. Apparently it was lost during shipping but I was not notified. I reordered a new one. The liner arrived but not the basket. When contacted they told me the basket is out of stock. Now my grandson has no basket. I have purchased 5 of these in the past for my other grandsons and it’s a tradition and this has been a horrible experience with terrible customer service. At $90.00 a basket you think they could do better!

I spent nearly $2,000 on the Emile 9-Drawer Dresser (Order No. **) in September 2023, delivered and assembled in October 2023. Less than three years later, the dresser started leaning. When we removed the drawers to inspect it, we found that multiple structural screws were never installed during assembly. Because of this, the frame shifted over time, causing the back panel to detach and the wood to crack. This is not normal wear and tear — it was improperly assembled from the beginning, which we had no way of knowing until now.