I wish I could leave zero stars!!!!! I'm an Interior Designer and have provided furniture for commercial and residential projects for more than 20 years, and I'VE NEVER HAD SUCH POOR SERVICE AND BOLD FACE LIES - AND COMPLETE IGNORANCE AS TO WHAT THEIR COMPANY IS DOING - OR SHOULD i SAY - NOT DOING!!!! Also, it's not like this is a couple hundred dollars we're talking about for a sofa.... This is expensive furniture to be jackin around the customer with. Why didn't I read these reviews before I placed my order?? They are 100% accurate with the exact same thing I'm dealing with. Sofa was supposed to arrive 11/9/20 - it didn't. I've called repeatedly, and no one can give me solid answers where it's at. They keep promising to call the next day with an update - NEVER HAVE THEY CALLED. The item was in stock when I ordered it - I ordered a lesser desirable color because it was in stock. I've been informed by their customer service that their website is NOT ACCURATE OR UP TO DATE! They won't let me pick up the half of the sofa that is here at the hub so that I at least have something to sit on. The furniture is from another vendor and they won't give me the name. They are telling me that their vendors don't ship anything until PB reaches out to them and asks that they go ahead and ship it - BUT PB HAS NO RECORD OF THE 3 TIMES I WAS TOLD BY THEIR CUSTOMER SERVICE THAT THEY ARE REACHING OUT TO THE VENDOR TO DIRECT A SHIPMENT OR FOR AN UPDATE. NO RECORD OF 3 PROMISES!!!!!!! WHAT THE WHAT?!!!!!. WILL NOT ORDER FROM POTTERY BARN ONLINE EVER AGAIN!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! I'm an Interior Designer and have provided furniture for commercial and residential projects for more than 20 years, and I'VE NEVER HAD SUCH POOR SERVICE AND BOLD FACE LIES - AND COMPLETE IGNORANCE AS TO WHAT THEIR COMPANY IS DOING - OR SHOULD i SAY - NOT DOING!!!!

I’d strongly stay away from ordering any products from Pottery Barn. I ordered a couch from here. They gave me delivery dates. They then extended the delivery dates twice to exceed my wait more than an extra month from the original delivery date. When I called and talked to a customer service rep she told me they typically just guess at delivery dates and it’s always delayed. When I asked if Pottery Barn does anything to compensate for being delayed she said no. I said, “Let me get this straight. You basically give unrealistic dates and it’s always delayed?” She confirmed. Pottery Barn and it’s affiliates lost a customer today and it’s a shame because this was my first experience with the company. 10/25 addition to this last post. Still no couch. I’ve talked to numerous customer service people. One told me “it’s approaching holiday season so we are super busy” I ordered my couch on Aug 1. I asked for a manager. On hold for 30 min. And a “manger” said the only thing she could do was send an email and it’s take 5-7 business days for that to be returned. 5-7 business days for an email return...let that sink in. When I called back a couple days later to check on my couch I asked if Satima, the lady who told me it takes 5-7 business days for an email return from shipping, was a manager and the customer service rep who I was talking to told me she was not a manager. So when asked for a manager I was just passed along. Shocker. So if you’ve made it this far in the review you honestly deserve to treat yourself better than Pottery Barn has treated us and get whatever furniture you’re wanting elsewhere. This place is high priced fluff with zero integrity.

If I only had the time to list the issues we had with PB at the Town Center. Gone are the days of friendly greetings and genuine customer-centric salesfolk. We ordered something for pickup, prepaid, of course, show up at the store and it’s like we were ghosts. Apparitions, even. In.vis.i.ble. We were there forty minutes before I most emphatically requested (for the third time) that they please hand over the goods. Nothing but a short excuse while quickly moving on to the bigger fish, you know, the furniture buyers. A few minutes later I get a notification email that reads: your pickup has been canceled, we will refund your money within 5-7 business days. Too bad we can’t use emojis in reviews because here is where I’d put the red faced one with the swears. Are you serious? I then approach yet another sales person who had just clocked in. I asked if she could help me. She was delighted, until I told her about the email I had just received. She was at a loss, so back comes the manager Potter in charge and she says: yeah, it’s been canceled, we don’t have them. Insert the eyes wide open emoji here. I replied: you mean to tell me that you let me sit here for forty minutes on my precious Saturday off, and you couldn’t simply walk over and tell me you didn’t have what I paid for? Crickets. My wife and I walked out downtrodden and mad. Until…we went to Sur La Table. Go to their reviews and read what happened next. Hint* it has a happy ending. No more PB for us.

Unbelievable. The reviews are right about the customer service (or lack thereof). I spoke with someone over the phone and asked if they had an item that was on my friend's online registry (I had an in-store discount I wanted to use). Unfortunately, they didn't have it. So I asked whether I could come in and order it through their store with my discount and have it shipped to the person's home, and she said of course they could. I got in my car, drove out to the mall, found parking, went in, and told her I'd be buying two, one for myself and one for my friend... "Oh, I thought you wanted to buy something else instead. Yeah, it would be the same as ordering it online so the in-store discount won't work." Period. That's it. No alternate solutions. No offering to order it and have it at the store. No other suggestions. Nothing. Just a "Sorry you drove all the way out here just to order it... You can purchase a gift card if you want." (How that would help me in my situation, I have no clue.) I would have been completely fine if I was told up front that I just simply couldn't use my in-store discount... but making me come all the way out there and then offering no alternate solution when I relied upon what you told me... Completely annoyed at their lack of customer service.

After numerous attempts to talk to people through email and phone, the issues concerning our couch has still not been resolved. We have sent pictures to many different people and departments and at this point we are no longer interested in uploading more pictures to another department. We did receive replacement cushion covers for the couch that we will need to take care of by ironing and putting them onto the couch. They arrived in a plastic bed bag that was not completely sealed and were very wrinkled. We want to make understood that we are having to do a lot of work to get this couch right. Further, we have never received new foot pieces for the damaged feet to this date. It is very distressing in such that the customer service has been horrid from everyone except for our original salesperson. The time and effort we have spent to rectify an over $3,000 purchase is wearing thin on our positive attitude that Pottery Barn would resolve this issue on our behalf. We are making one more attempt to ask for you or someone to reach out to the correct people for us so we can get our couch feet replaced and please let them know that while we shopped Pottery Barn and Williams and Sonoma for many years, at this point will not be returning to the stores for any further products.

This was my first and last purchase from Pottery Barn. I ordered a table on June 8 with a delivery date before the end of the month. Well it's August 8 now, and the table top is still "in delivery to transit center." After talking to customer service many times I was told me concerns would be escalated and I would hear back from someone within 24 hour multiple times (which obviously never happened). No one could be bothered to call me back. Finally talking to another customer service rep, I was told they could schedule the delivery of my table a week later. It was scheduled for August 10th, and confirmed with a delivery window earlier this morning (August 9th). A few hours later I received a call from the delivery center that they had to cancel my delivery because the table top was still in delivery to the transit center/it hadn’t actually arrived yet (which it has said is the status since early June by the way). And now after talking to the delivery center, they believe the table top is lost and a replacement couldn't be sent until November. I cancelled my order and I will never order anything from them again. Worst customer service I have ever experienced. Oh and they charge you for your order right away that you won't receive until who knows when.

I love PB and the associates in the store have always been great. But I have had the most horrible experiences lately. We ordered a custom nursery chair in April for our baby who was born in September. It was supposed to be delivered in July but was delayed over and over. I had even scheduled delivery, and that was cancelled twice. Finally, the CS rep told me when I called that they had lost the chair and that I would have to place a new order. We decided to take a refund. Who would have thought 6 months wouldn’t be enough lead time. At 6 weeks postpartum, I am still without a rocker for my baby. During the summer, we ordered a lounge sofa from PB Teen. This was also delayed several times and the delivery cancelled. When it finally arrived, the delivery drivers made me uncomfortable, asking me for a cash tip (I’m a female home alone with a newborn - exceptionally inappropriate). The sofa is not at all as described online so we requested a return. Now it’s been 2 weeks and several phone calls and we still don’t have a pickup date so we can get our refund. None of this is anything I would expect from Pottery Barn. I have worked in retail management for 15 years and this is unacceptable service. Please do better.

I ordered a dining table from Pottery Barn in November and it arrived on January 7, 2023. The delivery people carried the table pieces in, but there was no hardware to put the table together with so they left the pieces on my kitchen floor, saying they would order the hardware and come back to put it together later. Several weeks later the hardware arrived in the mail and I contacted them to make an appointment for assembly of the table. The guys arrived only to find that I had been sent the wrong hardware. So we repeated the process and for the second time it was the incorrect hardware. So they said they would order me another table, but the delivery date kept getting pushed back and then they said they would deliver it, but called the day before and said they couldn't locate the table. Finally on April 27th, I received my table and the pieces of table that had set in my kitchen for approximately 4 MONTHS were removed. All of the customer service representatives and delivery people were courteous and helpful, but this company has some major issues that need to be addressed for customer satisfaction.

I'm in the process of furnishing one of our guest rooms and came into Pottery Barn to look at their peices in person that I had seen online and to potentially place an order. I walked in and attempted to navigate their show room and I only found 4 different beds on display. I proceeded to looking for a store associate for assistance in finding what beds they had that came in a full (the website does not have an option to filter by size). I was first approached by a man who worked there told me he would be right with me. I waited around a while, and he never came back. I woman who worked there and she said she could help me. I explained that I had already looked online and I was looking for a Full bed for a small guest room and wanted to know what they had available in a full since their website was not easy to navigate. After this was said, She walked me over to a computer and pulled up their store site. There was STILL no option to filter by size. I waited 10 minutes for her to come back. After she did not come back, I left and continued my furniture shopping elsewhere.

First and last experience with PB. Ordered sofa and chair in February. Paid for both items end of March. Received only the sofa early April. Slip cover was awful, did not fit properly, hem very uneven, puckering everywhere, basically a sub ikea product. I requested a properly tailored replacement from Pam, our sales lady We thought, ok, they’ll fix this. Weeks later, while on travel, we received an email stating the whole order had been cancelled and pick up of the couch was scheduled. They still had all of our money. Every customer “service” individual I spoke with was vague, confused, unhelpful and rude. Took weeks to get credit for a chair we NEVER received. Happily we went to Ethan Allen, where the customer service as superb, price was not that much more and we are very confident we will receive quality products. I wish I had talked to friends first, seems PB has a pretty poor reputation, and we can confirm that. I had really thought pottery barn was a reliable source for nice furniture, cheap was what we got. Try Ethan Allen, you will not be disappointed.

Bought a couch, dining table and chairs, and bar chairs in November. Lady who helped us was extremely nice but omitted to tell us that the estimated delivery dates were just that—“estimated”. I’ve been having to call customer service to track down our items. Dining table apparently left NJ beginning of December but no one seems to know where it is. Couch and chairs are in Georgia and ready for delivery but no delivery dates available last week. Called delivery department again after being told someone would call me back with available dates only to find out that the GA hub doesn’t deliver to our area anymore and that we would have to wait for the new Jacksonville hub to open end of January to schedule our delivery. For the amount of money we paid for our furniture, I have to say it is extremely disappointing and frustrating having to chase down Pottery Barn every week to get answers. Don’t order from Pottery Barn unless you want to sit on the floor for the next few months!!!

Most horrible experience ever. They will never deliver as suggested upon purchasing but will be waiting for months after months. I ordered 2 chairs on 12/26, which was indicated to be transported in January. Nothing until February, then one chair showed up on 2/14/2023. I asked for my other chair, they said they only have one and don't know where the other chair is and that someone will contact me to deliver it again. No one contacted me but I contacted the customer service more than 10 times, I still do not have the chair and my account on PB shows that they have already delivered 2 chairs. I have missed the time to return because I have been waiting on the OTHER chair for now 3 months and still hear nothing. I am filing several complaints - but strongly urge that you should not order anything from PB online. Only purchase what is there in the store that you can take home. I used to love PB but I will never be their customer again after this experience.

I have had the worst delivery and customer service experience with potterybarn. After many phone calls and rescheduled deliveries due the poor communication system. I have been inconvenienced many times for over a month for an order of 3 pieces costing nearly $5,000. I have not had the opportunity to speak to a single manager, or been given any steps toward resolution. Just simple sorry, the email information is wrong and the item(s) are still in transit. I was also told today that customers who placed online orders cannot be transferred to a the complaint department because the lines are dedicated to in store purchases/ customers. We are incredibly disappointed. I also have a number of items picked out for a future purchase but feel even further inconvenienced since I now I have to look elsewhere for those items because Potterybarn has proven to be unreliable and uninterested in customer satisfaction. For me- that’s a dealbreaker.

Even though they have nice furniture, the process is not worth it. I ordered a bedroom set from the store and specifically asked the associate if this item was available and not on back order because it was a gift for our son. She assured me many times I would have my order by June 13. Well that was nothing but a lie so she could make a sale. The set was actually on back order (which she knew and lied about) and I only found out from the fine print in an email Pottery Barn NEVER called to tell me. So the 14th came and no furniture so I called and they made up more excuses and now it will be the 17th. Well that ruined the birthday surprise. Then again I had to call to set up the delivery time TWICE and thats when they told me the dresser was damaged!!!! Now I have to wait until July 16 for the new dresser!!!! This is so beyond unacceptable!!!! Thank you Pottery Barn for ruining my kids birthday and I will NEVER shop here again!!!!

Pottery Barn is a wonderful store that offers great customer service and product selection. Recently I purchased a large shelving and storage furniture piece and, of course, the design associate, Deonne, provided great insight and service. However, when the furniture was delivered, two of the pieces didn’t quite match. When I called the store, I learned my design associate was out for a few days. The PB associate I spoke to, Caddie, offer to help. Caddie worked with a manager, Tiffany, to arrange for two more pieces to be delivered. Both of them took care of everything, going above and beyond and providing exceptional service. The pieces were switched out and the final shelving/storage furniture unit looks beautiful and perfect in the Great Room. (Incidentally, the new furniture replaced an older Pottery Barn entertainment center!!!).

Do not trust the delivery dates they give. Every piece of furniture I have ordered over the last year has taken months and months longer than what they told me it would take to receive. They just continually push back the delivery date range. They do not take responsibility for it. Many many other issues as well. Love the furniture once it comes, but I feel they are being very dishonest in continually giving false information when they know they will not be able to come through on what they promise. If you have time wait, the furniture is great, but don’t expect it to come on time because it is frustrating. Tip if you do order: do not order more than one thing in one order. Order items separately because they will not ship the items separately on the same order and if one takes longer than the other, then you end of waiting on both.

Extremely Poor Service and constant runaround. Bought a set of personalized items online, but one color was "in store purchase only". Went to this store to purchase the item, but was told the online sale price was online only and the item would be on sale in the store before the holiday "so don't worry". Waited several weeks for item to go sale in the store, called the store to verify it was in stock and was told the online price and store price are always the same. Was also told several new people have been hired and we should always ask to speak to the manager. Wasted time again traveling to the store again only to find out personalization is not available in store and we would need to take the item elsewhere to have it personalized. The exorbitant prices here should drive exceptional service.

I could add my story to these horror stories. After dealing with the Tampa store and distribution center which was awesome,I never expected the nightmare delivery problems when we had a delivery from the Jacksonville Distribution Center. A box soring that was in transit from Atlanta to Jville and three months later it’’s Mia never to be located. My Tampa store even called to try to help them. 7 months , two replacement orders, a damaged box spring, multiple delivery dates that were cancelled, no box springs ! From what I have been able to determine it’s the Jacksonville distribution center which took over some deliveries from central Florida…. Be aware of any purchase that has to come through this center.Pottery Barn customers don’t deserve this type of customer services .

Beware of buying the Open Box Items! The message prior to adding the items to your cart state that these items may have "minimal wear" since they are returns. The items that are shipped are hit and miss! Most of the items are beyond use and should have been trashed. Most of the merchandise is not worth donating however, they will sell these items to you regardless of the condition and do not offer credits or refunds. If you call customer service to let them know that the item you received is damaged beyond use, they will tell you too bad and that you are basically stuck with it. The representative that I talked to told me that I could do whatever I wanted to with the item since it was mine or to throw it away! Good luck if you chance this buying experience!

I ordered a simple bed. My window came and went. After being 2 months behind on delivery they scheduled install, then no call no showed me. I called customer support who were nice but said the pieces were just getting together at one shipping location... it's been a month since that.... If I had known this was going to happen, I would have ordered a bed at Arhaus or Ballard., which also had beds I liked. I'm really disappointed. I considered downloading Twitter to tag them and ask how custom cabinets Iordered 2 months after this purchase, delivered on time including a replacement piece, all under the time to get one bed. The local store people are nice, but this isn't the company I shopped at 15 years ago.

My wife had a bad experience with Pottery Barn today. With COVID going on she lost track of her reward certificate and noticed it had expired in October. When she called Pottery Barn to see if she could extend her rewards she was told sorry no exceptions. She earned the certificate by paying off the significant balance in her first payment. She was surprised by the response especially during the current pandemic. She has purchase many pieces of furniture over the years and for Pottery Barn to treat a long time client this way is unacceptable. She cancelled her Pottery Barn credit card today and will no longer do business with Pottery Barn, William Sonoma and West Elm. I am sure they don’t care.

Not recommended. Staff is not friendly (at least the one I came into contact with today when I accidentally pulled on the door 10 minutes before they opened; a lady with brunette hair working up front came with a very cold "we open at 11"). When I returned, nobody ever offered to help during the 15 minutes I was looking at lamps. Not a single word or acknowledgement. I was actually interested in purchasing a very expensive lamp, but decided I would take my business elsewhere. For what it's worth, I was dressed in my exercise clothes today from being on the go and working out, so it's possible they took my appearance for someone without money to spend, and if that's the case, shame on them.

Ordered the Aubrey entryway console on 10/17/22. Website said item was "in stock and ready to ship". After many shipping delays, I cancelled the order on 12/1/22 and was told by retail support the item had been cancelled. Later in December the item shipped and my account was charged, but item was never delivered. After contacting retail support, they refunded cost of the item, but I was charged $106 for shipping even after cancelling the order due to non-delivery. I disputed the shipping charges, but was eventually denied. I will reluctantly pay the $106 shipping, but will never shop at Pottery Barn again. Very poor customer service and unreliable website information. Buyer beware.

Unreliable customer service: Received items in a timely manner on 4/19/19. However, one item was incomplete, so I sent the one item(Pre-package item) back on 4/20/19. PB received returned item on 4/25/19. I called on 5/8/2019 to check on the status of my replacement item, and was told that the item was scheduled to be delivered on 5/13/2019(Monday). Monday came and went , called today(5/15/2019) to check on the status. Was told the item was never pushed through to be sent out, but they could have it rushed delivery by 05/17/19 or 05/18/19. The item' s a Birthday gift,which is today(05/15/2019), and I will be out of town the days the item should be deliver!

We order full size bad frames, they delivered berthing expect head birds which are the main item to be connected into. We called customer service and asked them for reming items, on the day of the second delivery for a remaining items. They called us stating that there is not enough items being delivered into my area so they have to reschedule?! Moved delivery into another week. 1. Missed items 2. Scheduled delivery 3. Customer who paid full price for this items is sacrificing whole month ! Don’t buy stuff from this store absolute mass. Waisted of time and money ! If you in Jacksonville area go to IKEA !

I LOVE Pottery Barn but I HATE shopping in this particular retail store. I end up buying online 99% of the time because I hate going in there. I've had the same EXACT experience every time I've gone in. The staff is NEVER friendly. They never smile, greet me or ask if I need help. At checkout, the cashiers barely mutter a word or give a smile. Is it that bad working there?? A smile or a "hello" goes a long way in making a customer feel comfortable and welcomed. And to top it off, this store doesn't carry even a quarter of what is sold online. They almost never have what I wanted online.

I have been waiting since November 2021 on the delivery of a loveseat. The sofa was delivered in January 2022 but the loveseat was damaged and then we entered into the Twilight Zone, where loveseats go missing in giant warehouses and deliveries are cancelled an hour before scheduled for arrival. I was so happy when I bought it, so happy. Now I cry and my husband thinks we are being scammed and the beknighted loveseat delivery just got rescheduled AGAIN. (6th or 7th time). And I hate the sight of the sofa and loveseat now. Think twice, how long are you prepared to wait?

Terrible experience with delivery of media console furniture. PB sent 4 consoles via UPS instead of home delivery, first time it was sent the furniture was damaged also. Makes no sense at all since each console weighs about 60lbs, had to have a friend help me carry them into the house. Store sales lady was helpful initially then stopped responding to my calls. Considering the money spent service was horrible...definitely not worth the hassle. Thankfully customer service was able to help to some extent. Will take my business elsewhere for sure.

I’ve ordered over $7000 in products since November of last year. I haven’t received any of them. Every single order keeps getting pushed out a month. Just when we think we’re getting closer - boom - another month delay. Contact customer service only to be told they are “backed up in shipping.” Not acceptable anymore - they aren’t backed up enough to take your money though - calling tomorrow to cancel my banks dining table and bench and chandelier - $4800 going elsewhere. PB has fallen completely from grace. Absolutely livid with this company.

I love the merchandise in this store, but the sales associates are rude. My boyfriend and I spent about a half hour walking around this location during the Holiday Extravaganza tonight. We watched the sales associates greet customers around us, but were completely ignored. I felt as if it's because we were a young couple dressed in jeans. Do not discriminate against customers based on a perceived notion of dollars in their bank account. I was willing to make a purchase but changed my mind after the lack of service.

Unfriendly, uncaring and too busy chatting with each other to help me. Returned a $300 item, she did not ask why, how are you? As I’m struggling with carrying the Queen comforter she stood looking at me as I’m trying to catch my breathe & lift it onto the counter. After I finished the return I walked around looking, not onee sales person approached me. On the way out I walked by clerk, she looked at me, but never spoke. Customer don’t need you. You keep your doors open for us. I will mark you off my go to list.

The sales people in this store are great. I am baffled by people who say they are rude, especially so to those who aren't dressed well. Whether dressed in jeans and a tee shirt or in business clothes, the sales people treat me well. I was shopping for drapes today by phone, both Fran and Terry helped me. We realized these drapes are not stocked in the stores, only on-line. I find Pottery Barn a great shopping experience, especially in the Jacksonville store. Keep doing what you do in PB and I'll be a customer.

Customer service is non-existent and no one is on the same page. They all tell me something different of what can or cannot be done. They still owe me money for an order where a rep told me she would cancel the e-certificate that was created so I can get a full refund but yet I keep getting the run around even though I sent that email back to them showing where that was said. Idiots just keep responding with oh we gave you a store credit happy holidays. No one is paying attention to what is actually going on.

I purchased a desk online on May 25th. I never received that order. On July 16th I received an email that I was getting a replacement. A replacement for an order I never received. I then called Pottery Barn and asked them to cancel the order. I was told the order was cancelled and I would receive a refund. I never received the refund so I called again. Now they are telling me the desk is lost and they are refusing to give me my money back! I now have to file a claim with my bank. WORST CUSTOMER SERVICE EVER!

Terrible customer service- confusion, lack of follow through. -We ordered a $120000 sectional (12ftx12ft) in Sept- 9 2022- finally received it 6 weeks after estimated delivery on December 21. One cushion was defective ( the large corner wedge insert ) .We ordered replacement the same day . PB promised delivery in Jan, Feb, March and now Im told that the replacement order is not for an insert but a frame ? Will NEVER buy another piece of furniture from PB , and you shouldn’t either .

Customer service sucks. They didn’t want to get merchandise out of the back. They were just going to order it online. They charged me 4 x a 4 set of glasses in stead of 4 x each glass! Totally incompetent. I had to drive back and forth 30 minutes each way to get a refund. Top it all off it was Memorial Day weekend and their discounts were for things people don’t typically go to pottery barn for such as furniture. Save yourself trouble and order online from Amazon or another store.

Poor retail experience!! Do not order anything with this company and expect any level of customer service. Our special order of furniture has yielded only random, unexplained charges to our credit card and being over charged in sales tax. When the store was contacted the response was “that’s how it’s done”. When I asked for detail charges so that I could keep track of individual pieces of the order as they charged them randomly I was told “that’s not how we do it”. Never again

Horrible Experience. Will never shop at PB again! We ordered a mirror in the Jacksonville store and it was supposed to be delivered in a week. Two and a half months later -- after lies from multiple customer services representatives, someone finally admitted they had no idea where the mirror even was. I literally spent HOURS on the phone trying to track down the mirror and find out what was happening... I finally had to cancel my order. What a terrible way to run a business!

I ordered two robes, I entered the promo code for free shipping for order over $79 and it said invalid. I looked at my totals and it showed $0 for shipping, so I presumed the discount occurred automatically. However, I receive my PayPal notification and see that I’m charged $21 for shipping/handling. I called customer service and nothing can be done. Well, I will be retuning the items and buying from a store with better customer service. Lost a customer for life!

I ordered a bed on 10/26/2022. They gave me an estimated delivery date of 11/7 - 12/1. It was scheduled to be delivered on 12/2 (not a big deal). The bed didn't show. I called they said they would have to reorder it, but couldn't put a priority on it. I had to call them on 12/30 to see where it was. Delivery was rescheduled for today, 1/6. I just received a text from the delivery guy that said he only had the bedrails. Unbelievable! I'm done shopping there.

Bought a couch, said it would be delivered 4 months later. Day of delivery they call and at not all parts are in need to wait 2 more months: next delivery date scheduled and get the same call again. We are now on the 3rd delivery date and no kidding they call today and cancel deliver. We canceled our order and got a 9k refund. They should refund me 10 months of interest of the 9k. They have lost me as a customer, should loose you as well.

This place is very expensive. And when u walk in not one person looked up and welcomed me in I was in the store for 30 min not one person offered to help me out or ask what I was looming for very poor customer service. They were all by the counter talking and there were 2managers in the store that night working what a sad bunch of employees.............. and we wonder why people shop on line a stores are closing.... I give them a zero

We ordered couch in 7/3 ($2000) and still didn’t get it 10/4. I asked “when can I get it”, they said they didn’t know. I asked “can I return it?”, they said “it customized product so you cannot return it”. (I didn’t know and no one explained. If someone want to buy Pottery Barn, keep in mind. You CANNOT RETURN it). So.... we still waiting our couch for 3 months and still don’t know when it come. I wish it doesn’t happen to you.

The delivery charge is absolutely insane and this location won't allow any shipments to be sent to the store in order to do free pickup yourself and avoid the delivery charge. Employees there have a really bad God D%%^#&#ing attitude and I'm sick of being treated like we're a bother when we are customers. Enough of oh it's covid excuses! If you don't like your God D^#^&#**,&# ING JOB Then QUIT!

Ordered an Entertainment Center on May 6 with a mid July delivery estimate. Called to cancel order on May 22 and was told I would get a full refund. However...I was charged a $255.73 shipping fee and was told there were not exceptions to charging me this fee even when my delivery was not scheduled until mid July. Would not recommend purchasing anything with this unscrupulous company!!!

Pottery Barn used to be amazing. But beware, at times you can find the exact same item on Wayfair for a lot cheaper then PB price. Also the same item I found on Wayfair I originally bought at PB (a lamp) the quality was mediocre at best. Since I want that particular look I can accept WF’s price but for PB’s “exceptional” quality I’m surprised they would have even sold this item.

Very poor customer service. Attempted to return something that unknowingly was out of their 30 day policy. I was reprimanded at length and told there were literally no options for store credit, etc. PB is our go to for gifts and home items, but will reconsider purchasing here in the future. There are too many options available to consumers to have such a negative experience.

In July, I placed an order for 10 dining room chairs that were supposed to have been delivered in two weeks. In October, I finally received 8 of the chairs - after many many follow-up telephone calls. The other 2 chairs have yet to be delivered. Reaching anyone by telephone has been extremently difficult. I will never buy anything for deliver from Pottery Barn.

The c/s manager Elisa (not able to give any identifying code or any else) was so rude and unhelpful with an item that came damaged from PB. It was a final sale. However, apparently final sale items according to Elisa CAN be sent damaged!!! Who knew?! Especially since there’s no disclosure of this any where on the PB website. LAST PURCHASE with this company!

Do not order from PB! I purchased a desk for my grandson in early Aug for delivery in September… then it became October now we were just notified that it will be January. I will cancel this order and use another retailer. This is a terrible and unreliable company. I will never use again and I suggest you go elsewhere as well.

The two ladies working at the back door for customer pick up provided THE BEST customer experience. Yesterday, I totally messed up an online order. The ladies working were super helpful, and worked quickly to help resolve MY mess up! They provided the kind of service that you just don't get anywhere these days! Many thanks!

I adore pottery barn! The staff is great, the products are unique quality items. If you are looking for home decor, Pier 1 has amazing items that you won't find anywhere else. If you're looking for a house warming gift or just a gift in general, it's a must! I could spend all day browsing around looking at everything!!!

My 90 young year mother and I drove up from St.Augustine to go to AtHome store, what a disaster that place was. Should have come to Pottery Barn first. Clean, well organized store with friendly staff and great customer service. Thank you Penny for going above and beyond helping my mom find a rug, it worked out perfect!

Left them 3 stars a year ago...Love the furniture but strongly dislike the lack of customer service. Have been in and out for years ready to purchase a mattress, king bed set and other furniture items. Today was once again that day. No greeting and no acknowledgement of our presence once again, so we left.

Furniture looks great. I would never shop here again for the terrible turn around time (4-6 months) and terrible logistic for delivery. I’ve been canceled for delivery multiple times now. I can confidently say the product in the store is not worth the bull you go through to have it delivered.

The worst customer service. I was returning a defective floor lamp. I approached the counter and said hello to the sales person and let her know that I just have a return. Her answer to me was, “I can see that“. Then handed me the return receipt and never said another word and walked away.

Be careful ordering anything from their online store. I have ordered online now 3 times and every time I receive items that are damaged and destroyed. Getting a rep on the phone to take care of the matter is like pulling teeth. I have now spent over 2 hours on the phone but to no avail.

Love this store! Usually Drive up an hour to get here as there is no store near me. Worth the drive, easier to see things in person than online and a catalog. Very helpful sales team! Ordered linen blackout curtains for bedroom with gold rods. Love how they look!!!!!!

If I could put a grade below zero, I would have. Lousy after-sales service! They deliver damaged furniture and always cancel their visit at the last minute to repair it. Yet their furniture is overpriced. To be avoided!!!! I regret buying from Pottery Barns No service

I ordered a table and bench in May for a mid June delivery. Pottery Barn still doesn't know where the table is or when it will get to me even though their website shows in stock for delivery. Very poor customer service. Don't order furniture from them.

Don't sell hardware for their own beds. The bed is two years old and discontinued. I look at the assembly instructions for the newer beds on their website and its the exact same parts, but yet they wont sell them to me so I can put this bed together.

Order was delayed over 3 times and over a month late! If you want anything for a special event you CAN NOT count on POTTERY BARN to get it to you on time! Horrible service, never replied to my customer service message either! Never again!

Awful, terrible delivery service. An item that was described as, "in stock ready to ship," continually had delivery date moved back, months, despite the efforts of customer service trying to help. Finally, just cancelled.

Purchased expensive drapes and on top received rood service and felt low willingness to help. Good customer service takes you a long way and brings customers back and I can't say the same for this store.

Defective floor lamp. Found after that other folks had same problem. Made in China, found same lamp at 35% of what PB charged and free shipping. Returned item, which was easy. Waiting on full refund

They helped me find an entertainment console that day. Was so happy they had ok be in stock. Design consultant came over and answered my questions no in the store. Amazing service

The service is really bad, for not saying another word. They are not helpful at all. Not busy and still they couldn't help me to find a product that I was willing to buy.

Helpful employees, nice variety of products. Had few selection of sale items. Need more catalogs to help with costumers who aren't able to get all the products in store.

Shout out to Olivia, in sales & Aaron in pickup area. Customer service matters to these cool people. I find Pottery Barn has great inventory for new home furnishings.

Very nice store. More quality to the products than I perceived. I wasn't shopping as much as window shopping but they have items I definitely like!

Horrible service! No one can order the right stuff that you wanted and when you get it, it’s stained and dirty! Absolutely disgusting. Go to Arhuas

Be aware that these sales people work on commission. The store is clean and we'll organized and the prices are very high in my opinion.

We bought a desk and a chair and a book shelf from their store. Delivery for desk took almost one month but the quality is great.

My favorite place to shop for home goods. Best staff to engage with for any questions about items you may want to purchase.

Not impressive. Super rude customer service. It was apparent the sales associate had no interested in trying to help me.

Sales person patient and helpful. Several pottery barns have closed. You have to shop in the store to support them.

Pathetic customer service, missing pieces on an order, and the worst designer on earth. Can I give them 0 stars??

Great selection but oh so expensive! You might need to sell your third child to buy furniture for your home here

Friendly staff. Issues fixed quickly. Delivery drivers who do the white glove setup are the real heroes though.

Good selection of items. Well laid out, too. If we didn't live so far away we would have purchased some items.

They have been doing renovations in sections. I went in looking for a bed and was assisted immediately.

Same review, different day. Staff, store, products are wonderful but overpriced ‍♀️ …

Products are great, customer service is horrible unless you wear expensive clothes.

Great stuff. Price a little high but always very happy to help with what you need.

Cissy was very helpful in helping my husband and I pick a few item for our home!

I love Pottery Barn! I am in love with their bedding selections and blankets :)

Expensive but good Chinese products, if u like buying this type of product.

Sales associate had no training or knowledge of the couches and sectionals

The man was so kind he helped me find the only table decor and on sale!

Very friendly staff, however availability has changed due to covid-19.

In the process of remodeling a lot of nice stuff in here pricey

Steven is extremely knowledgeable and kind!!! Thank you

Love the furniture .....throws.....Beach smells .....

Truly the worst customer service experience ever!!!

Great store, a little pricey for most of my tastes

Love the furniture and the staff is so friendly.

Love PB style...salespersons are quite helpful

Very friendly staff. Great customer service

Excellent quality goods. Very high prices.

Average service for the price