I paid Pottery Barn in full for a REED bed that I ordered on November 24th 2021 and I still do not have the bed on September 21, 2022. I have been told different stories from multiple PB representatives about where it is and why I don't have it but today was my breaking point. Long story short, they cancelled my order because they said my credit card was expired, which it wasn't. After realizing their mistake they gifted me "white glove" delivery at no charge and ordered me another on February 17th 2022. After calling them monthly asking about the status of my order I finally got a call from AMJ deliveries to schedule the bed to be delivered (10 months after I ordered the bed). I made sure to get rid of my other bed in preparation for the new one to arrive. Upon delivery the gentlemen working for AMJ let me know that they could not assemble to bed because they did not have the headboard. They called their boss who's response was to call Pottery Barn to see where it is. So the men left and I have a huge box in my bedroom and no bed. I then proceeded to call Pottery Barn customer service only to be disconnected 3 times. On the 4th call I asked the representative Lara Lawal (946704) if I could speak with someone in management or customer retention because I've got a long story and I am requesting compensation or my money back. She refused to let me speak with anyone in "leadership" saying she will speak with them herself and have them review my case. After waiting on hold Lara came back to tell me they reviewed the case and told me they did not know the whereabouts of the headboard and it had to be ordered again. She apologized but still refused to let me speak to anyone in management. Told me to email them. Here's the worst of it. Lara told me that PB would NOT discuss compensation with me until the headboard has arrive and the bed is fully delivered and installed! This is insane in my opinion. You took my money almost a year ago and now you won't even let me talk to anyone about getting it back? Does anyone else not see how crazy this is? 3 huge errors on their part, still no bed, and no-one cares. Be very wary when ordering anything from Pottery Barn. I am only writing because I am hoping someone in any position of authority will see it and rectify this situation (order#2427504).

This store is not child or parent friendly, and honestly very pretentious. I walked into this beautiful store today to pick up a gift card for my older son's teacher as a holiday gift. I had my one year old triplets with me, they were in a pleasant mood and safely contained within their large triplet stroller. I made sure to be extremely careful in the store and not bump anything, additionally, all three babies were smiling and causing zero disturbance, but honestly, I felt a bit out of place walking in with my babies, since there are three of them we usually attract attention wherever we go, however, it is positive for the most part. In the store, I made a beeline for the cashier area to get my gift card and go. Here, there was a customer with her small manicured dog who was chatting with a store associate. The other customer asked me a few questions about my stroller and triplets, I answered politely, and mentioned that I was there to purchase a holiday gift card. At this point any uncertainty I had about being out of place in this beautiful store was answered as a store associate told me rudely that to buy a gift card I would need to "move my bus" (this is how he referred to my stroller) and purchase the card from a cashier on the other side of the till. I was shocked to be treated so rudely, especially when the dog was welcome in the store it felt strange that my smiling happy babies who were contained within a stroller were seemingly unwelcome and myself by proxy was also unwelcome. I entered the store feeling uncertain about whether it was child friendly, I left knowing I would never go back with or without children after the discrimination that I experienced and how small I was made to feel. It's a shame because the store itself is beautiful, but I'll save any future shopping for ordering online. I recommend other shoppers do the same.

Never have I ordered from a company that has been so unbelievably disorganized and noncommunicative. I ordered the cayman bed from pottery barn in September. At the time, they said it was projected to ship by the end of November. When the end of November came, I received an automated email saying that my order had been cancelled without explanation. I thought it was strange, so I called and waited on hold for a few hours to wait to speak with someone about this. When I finally got ahold of someone, the lady over the phone was completely unapologetic and rude. She told me the bed order had been cancelled because they “couldn’t fit the bed on their truck.” She told me if I still wanted the bed, I would have to order it again. Against my better judgment, I did so. The bed was projected to ship mid January this time. When mid January came, I received a message from the company saying that the bed had shipped. I waited for a few weeks and contacted PB to get a sense of how much longer it would be, as it had been a month since the bed had allegedly shipped. I emailed back and forth with a few PB employees who were unable to give me any further info. Early March, I called the customer service line and the employee on the other line said the bed had not shipped at all (despite being told it had shipped) and that it had been further back ordered until April. At this point, after months of poor communication and abysmal customer service, I said I wanted to cancel my order and get a refund. The employee told me they never charged me in the first place, which was incorrect. My credit card statements said otherwise. Even getting a refund was a headache. I would not recommend ordering large furniture items from this company, it was a complete disaster all along the way. I ordered a bed from eq3 and received it within 2 weeks with impeccable service.

I called their store on Tuesday as I wanted to purchase a furniture. They say the delivery people come on Wednesday (the next day) to pick up the furniture and if I want to avoid waiting for another week, I need to make a payment on Tuesday (the day I called). Apparently, delivery people come only once a week. Anyhow, It was already Tuesday afternoon at that time and the store closes at 6pm so I had to change my personal/work schedule to get there to make the payment (you can see how much I wanted my item delivered ASAP). I live one hour drive (one way) from the shop and since it was afternoon, there was so much traffic so I had to rush myself to get there. I paid everything and I was assured that someone would reach me to arrange this delivery. No one calls me until Friday. I called their store and learned that my item is still sitting there - NOT PICKED UP by their delivery ppl because the truck was full. If I knew that they are going to take their sweet time and take one more week, I wouldn't have had to drive all the way down to their store (1 hour drive one way) that afternoon. I had to rush there and also rush back because of my work schedule. With all that effort, now they are telling me that I have to wait another week. (PLUS, their delivery fee is ridiculously expensive - over $300) Honestly speaking, this is my second time purchasing something from Pottery Barn, and my first experience with them was as horrible as this. This time, I only made the purchase from their shop because my mother loved the item. I will never shop from your store ever.

Although I’ve never had an issue with purchasing items from the store itself, the delivery service and the central customer service that they ask you to call with any issues is absolutely atrocious. I don’t think I’ve ever had a worse customer service experience. This is in comparison to restoration hardware just across the street who have been excellent - I only wish that we had purchased more from them and less from pottery… honestly - even ikea would have been better. We’ve purchased our bedroom and dinning room furniture from pottery barn, which took 3-4 months to arrive. When it did arrive, the delivery and assembly company (AMJ home deliveries) assembled the bed with two drawers that wouldn’t close and with leaving black stains on the fabric headboard. They only assembled 3 of the 8 chairs before they said they had to leave for another delivery and that they would call to reschedule. When I didn’t have a call back, I called the central customer service number a total of 6 times. Each time I was assured that AMJ would reach out and schedule a time for re-assembly of the bed as well as completion of the chair assembly. Each time I would wait for 4-7 days before calling back because I hadn’t heard from AMJ. During my last call, they had actually set a time and although I had cleared my schedule to make time for this, no one had showed up. Honestly, this company has gone down hill quite a bit in the past few years to the point that I would suggest avoiding at all costs.

Customer service HORROR STORY. Do not, and I repeat, DO NOT purchase anything big from Pottery Barn. If you're lucky, you might receive it in a years time and you will receive absolutely no communication about where your products are or when they will arrive. Calling the customer service number won't do anything for you either as they just tell you the same generic message every time you call. I can't believe a company with this horrible of customer service is still in business. I placed a large order over the phone from this location 5 months ago and im still waiting for some of my product. (Was supposed to have arrived 3 months ago). I have contacted PB about it no less than 9 times and I know no more about when my product will arrive than when I first started contacting them 3 months ago. I also recieved incorrect product from them, which is still sitting in my home 2 months later, waiting to be picked up. One of the items i ordered was a custom product (which i have received thankfully), however i recieved absolutely no communication from PB about it: no order confirmation, no invoice, no nothing. When i asked them if i could please get an invoice sent to me for my records i was told they couldnt find anything in their system?! but yet somehow they managed to take the money out of my account for it. Unbelievable. Dont go near this place unless you are buying something in stock that you can take home with you right then and there.

We had a really lovely experience here thanks to Diane in the Design Studio -I hope I'm getting her name right but this was about a month ago in my defence! She was patient, super friendly, and really awesome about helping us find the right pieces for our home. Absolutely no pressure, with lots of careful thought and consideration given to us, and so we will definitely be back thanks to her! Unfortunately, we're still waiting on a few more items to arrive (it has been just under four weeks since we ordered). Waiting on a side table, table lamp, and replacement shade. The first shade arrived damaged but they were quick to fix the issue and send us a return label. Just found out that it will be another month for the other side table and another two months for the table lamp. Making customers wait this long for their orders is unacceptable. Given the general shipping delays due to Covid I will cut them a bit of slack with this order. Truly appreciate the great in-store and online customer service -just wish the wait for our items wasn't so long. Hoping that they can become more efficient with their shipping.

DO NOT PURCHASE LARGE ITEMS TO BE DELIVERED!!! We ordered a bed by phone from the Vancouver store on February 18th! The bed was supposed to be delivered between Mar 6-20. They took payment + the $300+ white glove delivery fee but the delivery date kept being pushed and it was finally supposed to be delivered today ( May 8) but when the delivery driver arrived he realized he brought a set of drawers and NO BED! We called customer service and they do not have the bed in stock... The ask is that we check the catalog and order something new... After waiting 2 months, why would we want to order again?!? Human mistake is normal but perhaps implement some check points so the ppl running the warehouse see a bed on the order sheet and load a bed, not drawers! When we made the order I expressed my concerns to the lady selling us the bed (based on the negative reviews) and she assured me that it is rare for this to happen but after our experience I can add to the negative reviews and prevent someone from having issues... TRUST the review, take your $$$ elsewhere!

My partner and I ordered multiple rooms worth of furniture from Pottery Barn. Our bed arrived 3 months after we ordered it which was expected. Unfortunately, the bed frame was faulty and could not be assembled by us or the technicians who came to set up the furniture. It took a full month for another technician to come who was unable to assemble the faulty bed. We have called Pottery Barn numerous times and their customer service has been less than helpful. Countless hours have been wasted on hold only to have no solution. We just want to sleep in our bed that we ordered months ago. Now we are being told it will be another 2 months for a new bed which they won't order for at least another 48 hours until we send them a third round of pictures. Absolutely infuriating customer service. Very disappointed. The only bright note was JR who served us in Vancouver. He was excellent and was extremely helpful. Unfortunately with Pottery Barn, their customer service stops once the sale has been made. CAUTION buying from this brand.

I really rarely leave a review like this, but we are so upset with this company ! First we ordered sofa, which sales lady was very keen to push on us for it to be delivered before Christmas or right after new year. Now is March 18th and we still don't have it. I understand that its pandemic, but the customer service we received about this was incredibly rude and not carrying all the time. We have also purchased set of quite expensive dishes which started to change color after few washes. We attempted to talk to representative and got them replace numerous times. Bring it back to the store was not an option for them. After about a month of back and forward emails and phone calls we finally received shipping label to send it back and they were supposed to send us replacement dishes. Today I received just credit for dished on my card without anyone notifying us that dishes are not coming. They have beautiful stuff, but service we received makes us never want to purchase from them again.

Pottery Barn is most likely to go the way of other recent big american chains that have closed their operations in Canada. Good quality products but horrendous and irrational services. They are clearly not seeking to serve smaller retail customers. Wanted to order two chairs. Only option was online for home delivery. They only provide "white glove" service. No option to receive in store (which is blocks away from me) or at the curb. The flat delivery fee equates to 18% of the cost of this order. I chose not to buy out of pure principal. Companies like this seem unable to comprehend value for money. I just ordered a much larger sectional from another company and was charged half the delivery price as Pottery Barn wanted for two small chairs. Clearly Pottery Barn isn't interested in retail customers. I wish I had read the other reviews before getting my hopes up on their products. Don't waste your time. Look elsewhere. This company is tone deaf.

Worst service ever. Bought a dining room set online. No one contacted me with regards to my purchase. One day 2 chairs showed up at my door unexpectedly and it is now 3 months later and I have paid for a table, two chairs, a bench seat and just got an email from them (the only time I hear from them) that they need payment of the last 2 chairs that should arrive in May or they will cancel the order!!! Also I paid for white glove service and the chairs showed up in a massive box that I had to load in my car and take to the recyclers. When I called them about the chair delivery and complained to customer service they told me that they generally call from "one of those numbers you probably would not answer" to let you know they are coming but don't leave voice mail!!! Then she told me to call their complaint dept. For another 45 minute hold??? I don't think so. I get better service with Amazon for a $20 item.

NEVER order from them if you might need to cancel your order!!!! I ordered furniture in June but everything was on back order for longer than I had initially been told. I decided to cancel the order in June. I called and cancelled. That should have been that. But as soon as anything comes in stock, they charge me and ship it out!!!! I got charged and shipped something in June, I called back to re-cancel. I was assured that this time everything was cancelled. Nope! I got charged and shipped another piece in July! August guess what!?! You guessed right! And NOW in September another shipment. Oh my goodness. Never experienced anything like this. I've not been refunded for a single item!!!! I feel so mistreated as a customer and don't want any other customer to have to be treat this way! So please take my advice and carefully consider before you order from them!!

We ordered chairs online and we’re extremely excited to get them. 10 chairs went on sale for about $100 each and we pulled the trigger. The order was then cancelled due to a “pricing error” and we were offered 15% off. This is over a $1000 increase and all because of a mistake on pottery barn’s side. We also ordered a table to go with the chairs which is now sitting here useless. Customer service was very inexperienced, and did not do the right thing. They repeatedly talked over me while I was trying to explain the situation and are clearly trained to just repeat that there is nothing they can do. The consumer gets screwed over by a mistake on the company’s end yet again. Absolutely avoid this company at all costs. It is not worth the slight savings you may or may not find. They will not honor the sale, they will not do the right thing.

Incredibly disappointed with every step of my customer experience. Ordered some candle holders for tealight candles (in the title was "Candleholders"). I wanted to see if they were dishwasher safe before purchasing, and no where in the product details (where any warnings, product materials, or care instructions should be) did it say anything about how these can only be used with artificial tealights....??? Completely misleading. They should be titled "Candleholder for Artificial Tealight Candles". Was not able to return as they were final sale. Also they arrived all gross and dirty. Every single one of them has greasy finger prints and the varnish colour is missing spots, and inconsistent. Looks like a dollar store product. If they cant even get candleholders right, I'm most certainly never buying anything from here again.

BUYER BEWARE. After ordering a $3,000 bed frame…. the first one we received and had their “white glove service” put it together had black hand stains all over it, scratched up pieces and rips in the fabric at the back. The people who put it together said it came like that from the factory…. Not entirely sure about that… But then with the replacement bed we got we told them NOT to put together because we didn’t trust them… the bedframe was in better condition but there was a small stain, HOWEVER the bed frame literally was not made properly. It’s missing holes for the dowels on one side of the bed…. It’s perfect on the other piece but forgotten on the other side. Not sure what’s happening in their manufacturing and warehouse but the products are just terrible quality for the price you are paying…

I ordered online so this is not a review in store. My item came damaged on arrival after paying the exploitive shipping fee and pottery barn offered a 10% discount for the item as is and no ownership otherwise. The item came poorly packed and is low quality. They offered no support to build a second item if I want a redelivery and also quoted a 2 month waiting time for the new item. This company is such a disappointment and I won’t ever be purchasing from then of affiliate companies again. EQ3 service is way better. They actually care. Please please avoid. I know shipping times are rough all around but it would suck more to wait MONTHS for your item to get it damaged and then nightmare customer service. These arent priced cheap, but the quality and customer service is!

We have officially given up on this company. Customer service is nothing short of terrible. We ordered two pieces of matching furniture which we were told could only be delivered at a cost of $275 even though we were completely motivated to pick up in store. When one of the pieces arrived slightly damaged we were offered a refund of 10% or have a new piece delivered. rather than wait the weeks again to receive a new piece .We chose to take the discount. Once we agreed to the discount they sent us a gift card worth half the amount we had agreed to. Not only had they unilaterally altered the agreement but they sent it in a form that would force us to spend more in their company. After asking for an explanation, my emails are now not being answered.

The worst customer service I have seen ever. I ordered a table lamp online and the website shows the light is available in stock and will be delivered in 2 weeks. I did not receive it after 20 days and I called the customer service line. They said there was an issue in the system and they will ask the support team to push my order. My order has been pushed week by week and now after 5 weeks after my first talk with customer services, I have not received the light yet. I asked customer service to talk to a manager or a supervisor 3 times and they said they will call me back but I have not received any call yet. It is 2 months now and I have not received the light yet. while the first day they said it was available in stock.

My fiancee and I are in complete shock about how poorly this company is run. We have multiple orders for nearly $10,000 worth of product and they took the orders without notifying that items were out of stock. Then I have been receiving multiple emails about that availability date being pushed out months later than the original date provided. Now, some of the items are here in Vancouver and ready but they will not ship until the entire order is complete. It's a shame that a company with such nice products has absolutely no idea how to run the business and have some of the worst customer service that I have ever experienced. If you're planning to purchase something, save yourself the time and headaches and look elsewhere.

Pottery Barn shipped my order to someone in Colorado (I live in Canada). I was told my order would be reprocessed and I would receive it on November 21. That day came and went and I did not receive it. I called on the 22nd, I was told I should receive it that day or the following day, nothing. I called on November 25 and was told my order was never reprocessed. I requested a refund on my shipping cost at the very least (what am I paying $24.50 for anyway?) I was told that was not possible and they would offer me 15% off my items…when I checked the website my items were currently 20% off. Order cancelled and will not be shopping there again. You would think being such a big chain they would have better customer service.

I was very disappointed with poor, misleading service provided by this store. We purchased a Pearce sectional from this store a few years ago and contacted the Vancouver store to have back cushion inserts replaced. Although I had been told by Calgary PB store last year this was possible, Vancouver PB store denied replacement cushion inserts could be supplied. Last week while vacationing in US, Palm Desert PB store offered to order replacement cushions @ $35/cushion. Unfortunately, we had already spent over $1500 for seven replacements last month from a custom upholsterer. Either Vancouver store isn't knowledgeable or doesn't care. Either way, I cannot recommend this store for support after purchase.

Very disappointed and frustrated. The table and lamp I wanted was not in stock so the salesclerk said she would order it for me and have it delivered to my house within 2 weeks. 8 weeks later (after multiple mix-ups, piecemeal deliveries, my return of un-ordered item, and me calling frequently because even though they say they will find out what's going on and call back they don't), I am told that the order for my lamp was canceled. Oh, and the lampshade that they delivered must be returned-can I drive it back to store for them (45 min drive from my home). The store personnel gives no help, saying it's an online order, therefore there's nothing they can do?! Customer service is completely lacking.

I’m not usually compelled to write reviews but I really did not have a great experience here. They had the product we were searching for, so that was great! We didn’t receive any help but it was easy enough to find. My issue was with the sales associate that processed our purchase. She was rude and wouldn’t even make eye contact with us. It’s quite possible that she was having an off day but it seemed to have more to do with the fact that my husband and I don’t look like your “typical” Pottery Barn customer. We saw her making pleasant conversation with a more conservative looking, middle aged woman. We should not be treated differently for our choice to not wear our wealth. Disappointing.

Customer Service is definitely lacking! I phone PB today inquiring how to order their 32" Sausalito Nightstands. the agent I got, Denise was not very helpful. She said that they don't deliver to their store for pickup when the website said that you can buy online and pick-up in store. Also, she went to say that if I ordered it online I would have to pay a shipping cost of over $300 to have it delivered. No where on their website mentions this. I told her what she's is telling me is not what I am seeing on the site. She said that's what she's seeing and never offered to assist me. Not worth spending a dime there. Get your customer service fixed or you will be out of business.

Have had a horrible experience with Pottery Barn Canada. We placed an order for two beds and two nightstands on July 26. We are still waiting for them to be delivered. The estimated delivery time has come and gone. We've called Customer Service and were told the estimated delivery time is just an estimate even though it was a 2 week window. They are unable to tell me where the items are or when they will be delivered. For the price I paid for the items and the quality and customer care you would expect from a company like Pottery Barn. VERY disappointed in their customer service and will never buy from here again.

Harper Tufted bed. Upon receiving it was clear the bed was defective as the headboard leaned forward substantially. A local furniture repair person was sent out to fix however it was determined the problem was unfixable. A replacement was ordered and after months of waiting it arrived with the same issue. By now we were frustrated and lost confidence in the product. We decided to keep the defective bed however after years with unhappiness we were hoping to have a repair person sent out once again our to try our luck with yet another replacement. We were told there is nothing that can be done, how disappointing.

I was in the store yesterday & at the checkout about to buy over $1,000.00 worth of bedding. They were short one standard sham so I assumed I could take the one displayed on the bed. They said No & weren’t able to sell anything from the bed but they could ship me one. I agreed but was then told it would cost $30 for shipping. I told them I wasn’t going to pay $30 for shipping on one $80 item when there were 2 right in the store. Out of principal I didn’t buy anything. I can’t believe they would let me walk out & lose a rather large sale. I thought they were in the business of selling things.

Deceptive in-store pricing and return policies. Of my 3 visits in 2020, each time a manager was required at checkout due to pricing discrepencies due to the fault of the way the product is merchandised in the store. Pricing is unclear and inconsistent. Deceptive online ordering with exhorbitant shipping/delivery fees and zero customer service to back things up when things don't arrive on time. Not talking about a 2 day delay on receiving and order, 30+ day delays and not even a refund of the shipping fees. Horrible service all-round and this place is now off my housewares/home-decor list.

Absolutely the worse. I have purchased an bean bag chair online for a christmas present on November 25th. It is now Jan 10th and still nothing. I’ve called customer service over 10 times and each time they said they would call me back but no one ever did. Apparently my order was lost so they sent a replacement order which is now lost again, this time the tracking number shows that there is no such tracking number with purolator. I call customer service and she gets the same thing and tries to connect me to purolator?!! How does a company such as pottery barn be so incompetent.

Absolute worst customer service I've ever experienced. Delivery arrived 4 hours later than scheduled and 1.5 hours after they texted saying they would be arriving in 10minutes. When I called customer services in the afternoon for an update on when the delivery arrived I was yelled at by the customer service rep. and then hung up on. When I called to follow up with the head of customer service, Amy Stafford I was told that she was on the phone and would call me back as soon as she got off. That was 5 days ago. I would never anything online from them again.

I just had an incredible customer service experience with Pottery Barn Kids. I was having issues getting a sale price with an online purchase. I emailed costumer service (after 8pm) and got a reply within 15 mins asking me to call them. And their call centre was OPEN! At 8:30pm! Amazing! Chad, who helped me, spent time trying to figure out what was going on, found solutions and ultimately was able to get the product sale price back for me. I was very impressed and haven’t had customer service like this in a long time. Other retailers should take note.

We ordere our 2 leather chairs back in march. Est delivery at first was suppose to be end of may then it got shifted to end of june nope even a month later no sign of them in our living room, then it got moved to end of july. Just 10 days lefr for july to end and we still havent recieved any update as to when will they actualy be delievered. They charged us fully in march itself. For the ammount of money you guys charge that too in advance please learn to keep up with the service aswell. Pathetic service really bad experience wirh pottery barn

Extremely poor customer service provided by cashier. He was unjustifiably rude to my Mother, who had recently undergone surgery and was worried about having to carry stuff out to the car. Was never planning on asking for help since I had gone with her primarily to help carry things -- just didn't appreciate the tone or manner he spoke to us in. On the other hand, one of the salespersons was wonderful and she was very knowledgeable and kind! I would hope that the cashier was just having an off day.

EXTREMELY awful experience dealing with this company. I ordered many furniture items and have had numerous challenges along the way. Once they took my money and order, for he experience went downhill. I will never purchase from them again once this order is complete and warn prospective customers to stay away. There have been significant issues with customer service, quality control of items and damage during shipping/delivery. No one at the company cares about me, their consumer.

Bait and switch delivery times. Guarantied our bed would be arriving in a month, but changed it to two months at the last minute, expecting it to change to 3 months at the last minute again because there have been no updates on the tracking status since purchase. When calling in to ask about it, the on hold voice recording repeats "all of our agents are busy" seemingly every 30 seconds. Irritation level 11/10, guessing its by design.

Beware of ordering from Canada!!! Still waiting for my furniture. Its been 8 weeks and even tracking isn't working. Neither Pottery Barn nor the delivery company can give me answers as to where my products are or when they will be delivered. This is pathetic and completely disorganized. What kind of business are you running? I have sent thousands on a new bedroom set and they can't even update my online account to show my order.

I have only bought stuff in person here, and was just home decor (no furniture or bigger items). A bit expensive (especially furniture) but lots of nice stuff. Customer service quite helpful if looking for something. Double check how the pillow inserts fit as you may need to size up (store employee said they have noticed it too and that was their recommendation).

Don't purchase curtains there! Initially, I received a shorter curtain. Upon returning, no apology was given. The replacement curtain was yellow and appeared used. A terrible experience for a $214 single curtain! I'm not even addressing the uneven lining that pulls the curtain to the side. I'll never buy from this "made in China" place again.

Why I haven't checked the reviews before placing an online order?!!! They are so bad, after 10 days for just couple of small items, have charged $29 for shipping, still no update on delivery date!!! I called the CS and got more disappointed, it is coming from US and will be here in next 10 days? So sad, It would be my last experience with PB.

Beware of return policy . Purchased a pitcher which I thought was glass on sale (my error). Returned item. Original charge to Visa was $64.90 . After all said and done with shipping fees and another "fee" , I was refunded only $35.04. I am thinking I should have kept this overpriced plastic pitcher. Now an ex- Pottery Barn customer.

We wanted to buy 2 rugs on sale but were told there’s no way we can return or exchange if they don’t work. Rugs should be an exception to that rule because even with proper sizing, a rug may be a bad fit in a room. After speaking with the manager, he response was “it’s a gamble”. We would rather not take the gamble.

Extremely poor customer service. Mistakes made by PB sales staff that caused me considerable inconvenience and a waste of my time, yet no apology forthcoming; all I received was attitude. Must be nice to have such a successful business that they can afford to treat customers like garbage. Won't be going there again

I have recently redecorated two large areas in my home and once again Pottery Barn came through to me with every need to finish and decorate the rooms. The service is Outstanding and always with a Smile and the decorators are very qualified and give excellent advice. Susan Hyatt Author Best Dressed Tables

Be aware that you'd still be charged for a return shipping fee even if you drop off the item at the store because they are claiming that the item would be returned to the States. It was nowhere mentioned on the website and I had never been charged for such a fee when returning an item in person.

They used to be a good company but very bad experience with delivery and refund. I have been over-charged for the processing cost and one canceled item at Aug but still not refunded. Call few times and send emails, no reply. Not sure whether they will go bankrupt or not. Sad.

Nice stuff but customer service is lacking. High base standard shipping fee with no option to ship and pick up in store. I ordered an item back in May that has STILL not arrived. First and last time I will ever place an order through their online store.

3.2 stars? How? I wish that I had read these reviews earlier. Item was ordered well over a month ago, hasn't arrived and the tracking number doesn't work. Customer service, while polite, is unwilling to do anything about it. Please skip this company.

The worst experience with a furniture store I've ever had. Ordered a table in January, followed up numerous times to find out where it was (which the staff was completely incapable of doing - even returning my phone calls was too much of an

Some smaller items are extremely dusty. Bought some bowls that they had to bring out from the back storage upon purchase and they had them wrapped up without me taking a look at them first. When I got home about 2 hours away from the store,

I was really upset on my first first as the salesperson completely disregarded me and didn't listen to what I wanted. As I really wanted the furniture they had and couldn't find anything elsewhere to my taste I decided to go back and try a

Well, they have really great quality furnitures and decors and that’s why we just ordered our few pieces of furnitures couples weeks ago. But I just stopped by and wanted to check if there’s anything else that we need, unfortunately no one

I ordered a bathroom vanity console from this location in March and have experienced numerous issues including a two week delay placing the order, items lost in the warehouse after arrival, items still missing upon delivery. Communication

Staff were unpleasant and unwilling to help when I was trying to get their attention/guidance. Since I was shopping for a client, and I am young, they probably didn’t think I was worthy of their time, unfortunately. Only good thing to say

My son and his wife needed a dining suite. We found exactly what they were needed. Pottery Barn has a great selection of tables with multiple chair and dining bench options as well as fabric choices to customize your look. Staff members

In 2005 I purchased a fabulous PB sofa. I was so pleased with it I decided to replace it with a new one in 2022. The sofa I received is cheap. The foam stuffing was advertised as memory foam but it is the cheapest least resilient foam

They have some nice stuff but it's really expensive, try to buy when it's on sale and get ready to wait if you need anything that's not in stock. Once ordered items shipped by pottery barn enter the nebulous wormhole that is their

Karens work here! Wanda and Christine discriminate their customers which is extremely disgusting. Their terrible side eyes and horrible service are a bonus upon your visit.

Great place to shop for home items and gifts , helpful staff

Ready for the holiday season