Garbage customer service and don’t…
Garbage customer service and don’t believe delivery times. They wait then change delivery time pushing out months not days
francoise nassi
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Garbage customer service and don’t…
Garbage customer service and don’t believe delivery times. They wait then change delivery time pushing out months not days
francoise nassi
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Beware ordering a rug
Beware ordering a rug. I ordered two rugs from PB in the same order. One showed it would be delivered in 2-3 weeks, the other showed it would arrive within 6 weeks. I placed the order at the end of January. One rug has pushed out delivery and is now showing it has only been shipped to the delivery center. It is past the original date shown during ordering and is still only showing shipment to the general delivery center, not to me directly. I am not even sure this rug will be received by the new date posted which is late May to mid June. The other rug hasn't even shipped and perpetually shows "preparing to ship" meaning it will arrive well after the first rug, possibly the end of summer? I have spent the past three weeks attempting to cancel the second rug which PB REFUSES to allow. I started the process the first week I saw the date push out and only one rug was preparing to ship and has shipped. Without ever posting it during checkout, PB treats the rug as "made to order" meaning it CANNOT be canceled. After three weeks of escalations, poor customer service, and threatening legal action since the non-refundable/cancelation policy is not posted nor shared during any of the checkout activity, a Director somewhere said they would allow me a store merchandise card. They are charging me for the shipping and handling which was a couple hundred dollars since it was a 10x14 rug. The rug has neither been shipped nor handled, but they are still charging me for both. They also refused to credit my PB credit card.The Ai overview when I searched PB review states everyone is having the same issues I just experienced. Please beware, if you order a rug from them, they treat it the same as if you order a custom sofa or piece of furniture. If that is the case, they need to LEGALLY post this policy during the checkout process.
Valerie P.
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Beware ordering a rug
Beware ordering a rug. I ordered two rugs from PB in the same order. One showed it would be delivered in 2-3 weeks, the other showed it would arrive within 6 weeks. I placed the order at the end of January. One rug has pushed out delivery and is now showing it has only been shipped to the delivery center. It is past the original date shown during ordering and is still only showing shipment to the general delivery center, not to me directly. I am not even sure this rug will be received by the new date posted which is late May to mid June. The other rug hasn't even shipped and perpetually shows "preparing to ship" meaning it will arrive well after the first rug, possibly the end of summer? I have spent the past three weeks attempting to cancel the second rug which PB REFUSES to allow. I started the process the first week I saw the date push out and only one rug was preparing to ship and has shipped. Without ever posting it during checkout, PB treats the rug as "made to order" meaning it CANNOT be canceled. After three weeks of escalations, poor customer service, and threatening legal action since the non-refundable/cancelation policy is not posted nor shared during any of the checkout activity, a Director somewhere said they would allow me a store merchandise card. They are charging me for the shipping and handling which was a couple hundred dollars since it was a 10x14 rug. The rug has neither been shipped nor handled, but they are still charging me for both. They also refused to credit my PB credit card.The Ai overview when I searched PB review states everyone is having the same issues I just experienced. Please beware, if you order a rug from them, they treat it the same as if you order a custom sofa or piece of furniture. If that is the case, they need to LEGALLY post this policy during the checkout process.
Valerie P.
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benchwright sea drift finish is bad!
The benchwright sea drift finish is horrible! It chips sooooooo easily. You would think it would be quality since it’s pottery barn and for a kitchen table, but it chips away each time I even touch the table. Please trust me. We got the first one replaced and the second one isn’t even better. To top it off, pottery barn will not give us another replacement (they said it took us too long to submit the request but it was during the holidays when I needed the table the most). I’d also like to share that if you get the benchwright straight leg kitchen table, the bench does not even fit!
Emily Krueger
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benchwright sea drift finish is bad!
The benchwright sea drift finish is horrible! It chips sooooooo easily. You would think it would be quality since it’s pottery barn and for a kitchen table, but it chips away each time I even touch the table. Please trust me. We got the first one replaced and the second one isn’t even better. To top it off, pottery barn will not give us another replacement (they said it took us too long to submit the request but it was during the holidays when I needed the table the most). I’d also like to share that if you get the benchwright straight leg kitchen table, the bench does not even fit!
Emily Krueger
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A snail could deliver faster
If you strapped the order to the back of a snail I’m convinced it would get here quicker. Pottery Barn have the slowest delivery times of any store I have ever shopped at. Customer service are absolutely useless. They couldn’t care whether they kept you as a customer or not. My advice is … unless you really have your heart set on something or it’s available in store don’t order anything on line or shipped to the store.
Heather
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A snail could deliver faster
If you strapped the order to the back of a snail I’m convinced it would get here quicker. Pottery Barn have the slowest delivery times of any store I have ever shopped at. Customer service are absolutely useless. They couldn’t care whether they kept you as a customer or not. My advice is … unless you really have your heart set on something or it’s available in store don’t order anything on line or shipped to the store.
Heather
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Not the quality we expected
We purchased a custom Big Sur Square Arm Leather Right Arm Sofa with Wide Chaise Sectional in Statesville Molasses leather just over a year ago. We chose Pottery Barn because we believed we were investing in superior materials, craftsmanship, and long-term durability.Within the first year, the leather began showing significant and uneven surface deterioration — most noticeably on the chaise section. The finish has visibly lightened and broken down in irregular patches (see attached photos). This goes beyond normal aging or the typical patina leather develops over time; it appears to be premature surface breakdown.The sofa has been used gently in a low-traffic home and maintained according to Pottery Barn’s care guidelines. It remains structurally intact, but cosmetic durability is part of what customers expect when investing nearly $7,500 in a custom leather sectional. We did not purchase this piece expecting it to look visibly distressed within 12 months of normal use.We contacted Pottery Barn, submitted detailed photos, and requested assistance under warranty. No in-home inspection was conducted. The decision was based solely on the photos, and we were informed that this condition is considered “normal wear.” Our case was then closed without any offer of repair, replacement, or partial reimbursement.We respectfully but firmly disagree with that conclusion.When visible finish breakdown after one year is categorized as “normal,” it calls into question both the durability of the product and the company’s willingness to stand behind it. For a purchase of this magnitude, we expected a more thorough evaluation process and meaningful support.Had Pottery Barn worked with us toward a fair resolution, we would have remained loyal customers. As it stands, this experience has significantly impacted our confidence in the brand, and we would be hesitant to shop with Pottery Barn again.We’re sharing this so future buyers can better understand how durability expectations and “normal wear” may be interpreted.
Nick M
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Not the quality we expected
We purchased a custom Big Sur Square Arm Leather Right Arm Sofa with Wide Chaise Sectional in Statesville Molasses leather just over a year ago. We chose Pottery Barn because we believed we were investing in superior materials, craftsmanship, and long-term durability.Within the first year, the leather began showing significant and uneven surface deterioration — most noticeably on the chaise section. The finish has visibly lightened and broken down in irregular patches (see attached photos). This goes beyond normal aging or the typical patina leather develops over time; it appears to be premature surface breakdown.The sofa has been used gently in a low-traffic home and maintained according to Pottery Barn’s care guidelines. It remains structurally intact, but cosmetic durability is part of what customers expect when investing nearly $7,500 in a custom leather sectional. We did not purchase this piece expecting it to look visibly distressed within 12 months of normal use.We contacted Pottery Barn, submitted detailed photos, and requested assistance under warranty. No in-home inspection was conducted. The decision was based solely on the photos, and we were informed that this condition is considered “normal wear.” Our case was then closed without any offer of repair, replacement, or partial reimbursement.We respectfully but firmly disagree with that conclusion.When visible finish breakdown after one year is categorized as “normal,” it calls into question both the durability of the product and the company’s willingness to stand behind it. For a purchase of this magnitude, we expected a more thorough evaluation process and meaningful support.Had Pottery Barn worked with us toward a fair resolution, we would have remained loyal customers. As it stands, this experience has significantly impacted our confidence in the brand, and we would be hesitant to shop with Pottery Barn again.We’re sharing this so future buyers can better understand how durability expectations and “normal wear” may be interpreted.
Nick M
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Layne Wall Mirrors
Bought 2 of the Layne wall mirrors - the frame is falling off from both of them - they don't do reviews on their website anymore - I think I know why.
Heather Grill
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Layne Wall Mirrors
Bought 2 of the Layne wall mirrors - the frame is falling off from both of them - they don't do reviews on their website anymore - I think I know why.
Heather Grill
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NO customer service whatsoever
Decent goods but NO customer service. I had a complaint but it is totally impossible to get through. The phone lines go through immediately but nobody on the other end so you have no idea whether you should give up and ring off. The webchat is constantly busy - nobody available. There's no email address. So you have no recourse, no redress whatsoever. Zero customer service for when something isn't right. Don't bother shopping with them if you think you might need any assistance.
S Matthews
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NO customer service whatsoever
Decent goods but NO customer service. I had a complaint but it is totally impossible to get through. The phone lines go through immediately but nobody on the other end so you have no idea whether you should give up and ring off. The webchat is constantly busy - nobody available. There's no email address. So you have no recourse, no redress whatsoever. Zero customer service for when something isn't right. Don't bother shopping with them if you think you might need any assistance.
S Matthews
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Selling used products for brand new prices
Order an expensive outdoor set and received a open damaged product in which Pottery Barn will not exchange , i would give them 0 stars if I could stay away from this company it will be a waste of time and money.
Thomas Hurley
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Selling used products for brand new prices
Order an expensive outdoor set and received a open damaged product in which Pottery Barn will not exchange , i would give them 0 stars if I could stay away from this company it will be a waste of time and money.
Thomas Hurley
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Horrible
Horrible! Bait and switch! Ordered a table and chairs in September. They told us to get white glove service as the chairs would be difficult to assemble. So we did. Then they told us to pick up the chairs as they were in stock but the table wouldnt be delivered until February. Now the chairs arent covered by the white glove service because we picked them up they told us to! We have had chairs in boxes waiting for the table so they would put them together! Horrible
salafbyahoo.com
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Horrible
Horrible! Bait and switch! Ordered a table and chairs in September. They told us to get white glove service as the chairs would be difficult to assemble. So we did. Then they told us to pick up the chairs as they were in stock but the table wouldnt be delivered until February. Now the chairs arent covered by the white glove service because we picked them up they told us to! We have had chairs in boxes waiting for the table so they would put them together! Horrible
salafbyahoo.com
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Constant Disappointment
I'm not quite sure how this company stays in business. Their delivery is extremely slow - typically MONTHS before your order arrives. The quality is okay, but not over the top, given the prices. I would expect more.
Kristin
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Constant Disappointment
I'm not quite sure how this company stays in business. Their delivery is extremely slow - typically MONTHS before your order arrives. The quality is okay, but not over the top, given the prices. I would expect more.
Kristin
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