Pottery Barn Reviews 

The CSR never put through the 18 months same as cash agreement, so despite spending many hours on the phone with Pottery Barn and Capital One after the mistake, it was never resolved. To the contrary, according to CO, someone at PB declined to honor that agreement. After disputing the charge, at some point Capital One took it out of dispute and we were forced to either go through another round of phone calls with evidence this time (what evidence?) or pay the full sum to protect my good credit standing. We weren’t expecting having to pay out that $2k that month and it still hurts, 3 months later. I’m bitter at both companies for being terrible in their bearing toward customers and in their communications with each other, and I won’t do business with either going forward. I never considered that a small mistake like that would not be quickly and easily rectified.
If this happens with another company again, I will refuse delivery of whatever the thing is until they fix it with proof.

This review is specifically about the pottery barn curtain rods and curtain rings. The system simply does not work and should not be sold. I reported the problems to pottery barn and their response was simply “we’re sorry, we will give you 15% back.” Alternatively, I could return everything. But considering that the flaws of the system are not apparent until everything is installed (which is labor and time consuming), this is a difficult return to execute.

The curtain rings do not move smoothly over the joints in the curtain rods. Instead, they fall off when they hit a joint. This happens every single time, not just on occasion. Therefore, one has to stand on a chair or stepstool to carefully slide to the rings over the rod.

The corner connector rod (for a corner window configuration) is worthless. As soon as the curtain rings hit this part of the assembly, they fall off.

This system was designed in concept only, but does not work in real life.

Do not buy!

I ordered sheets for my three year-old’s new big boy bedroom from pottery barn. Spending $130 on children’s sheets was not something I did lightly but he was obsessed with the surfing dinosaurs and I could not find anything remotely similar anywhere else. Shipment was almost 2 days late which whatever not the biggest deal (although my three-year-old was asking me every 15 minutes where his dinosaur sheets were and when they arrived, he was jumping with joy and carrying them around everywhere and facetiming family to show them lol )I unpacked the sheets and they had a huge brown, dirty stain. I called customer service to try and get a replacement but couldn’t get anyone on the phone. I went on the chat feature and started speaking with someone who was working on the replacement however they will not ship out until you ship yours back and they receive them. I was not willing to wait another what was probably two full weeks to get the new sheets so I asked if I could return them in the store to which they said yes. I specifically asked if the store would be able to help me with re-ordering the new ones with free expedited shipping considering this was the companies mistake sending a damaged product and she said yes. I get to the store. They returned my item. They will not help me re-order it. They say they have nothing to do with shipping. She gave me a return order number and told me to call. I explained that I had already called and could not get in touch with anyone and several hours later had not got a call back after entering my phone number. She did not care. So I went on the chat again and spoke with a horribly rude person who was your help and gave me a false phone number for the “sales” department to order my new sheets with shipping compensation. After calling that number and finding out it was for Williams-Sonoma customer service, I went back on the chat spoke with someone else who was at least kind and gave me accurate information, but said I had to do it over the phone. Eventually, I got a very kind lady on the phone who was unable to provide any shipping or item compensation without approval and after 15+ mins of her waiting for “lead” approval, it was all denied . I truly can’t believe that a company with prices like this has such horrible customer care. They sent me a dirty disgusting item and I'm supposed to reorder it at full price, wait another 1-2 weeks for it to come (never know because their shipping is awful.) on top of either going to the store to return or printing a label, mailing back, waiting for them to receive and refund and then send me my new item. I will never be shopping here again.

We spent $4,400 on a dresser and two nightstands (Delores) from PB (which is really from 4 hands), only to experience one failure after another. First, our dresser did not pass quality control. Yet no one notified us, and we spent an entire day at home waiting for a delivery that was never coming. Customer service told me someone would call me back “at their convenience.” That call never came. Apparently, our time and work schedules do not matter. Two weeks later, the delivery finally arrived. Both nightstands were scheduled, yet only one showed up. Again, there was no communication, no apology, and no explanation. No one seems to know what is happening, and no accountability. It finally arrived but no call on time and we wasted the entire day! I also find it incredibly concerning that PB does not allow customers to post product reviews. After this experience, I understand why. When customers spend $4,400 on furniture, they should receive quality products, reliable delivery, honest communication.

I needed to cancel one item from an order soon after I purchased it, and was very clear that I just wanted to cancel the one item, but PB customer service went ahead and canceled the whole thing, There was no way for them to reinstate the order and nothing offered in exchange for the inconvenience (I paid with a gift card, so the funds would take at least a few days to be returned, preventing me from simply replacing the order). I asked on a chat if there is a way to submit a complaint, and one agent basically said I've already told you I can't reinstate the order, and then left. It took 3 tries to get an actually reasonable response. For a premium brand, the customer service should be so much better than this. They shouldn't be messing up orders, their agents shouldn't be "hanging up" on people who are not even being rude, and their customer service policies should be commensurate with their pricing.

I wish I read the reviews online before ever walking into the store. My experience with the salesperson was just horrible so I tried shop at home. The lady came and was lovely. She assured me of her long term employment and how I could reach out to her to follow up on my purchase. Totally no call back after she made the sale.
Expected delivery date was August 23....still waiting and the long time employee never called me to see if she could facilitate the delivery or just be professional and give an update. So disappointed after calling and having to talk to the shipping department and no one knew anything about my order.
(Horrible customer service!)

Very disappointing experience with a company I've been a customer of for years. On August 8, 2026, I purchased a Cameron Modern Roll Arm Upholstered Sleeper Sofa with Reversible Storage Chaise Sectional. Both the website and my order confirmation clearly represented the purchase as the complete sleeper sofa sectional.

A few days later, Pottery Barn contacted me and admitted in writing that their website had displayed incorrect information and that the SKU and price actually applied only to the chaise/ottoman.
Their proposed solution was to purchase the sofa separately with a 15% discount. I did not consider that an acceptable resolution because I had purchased the item based on Pottery Barn's own product description and order confirmation.

What bothers me most is that Pottery Barn acknowledged the website error but still expected the customer to bear the consequences of it. After years as a customer, this experience has seriously changed my opinion of the company and I will no longer purchase from them.

I ordered a Hill Ceramic Table Lamp from Pottery Barn and it arrived damaged. The damage itself was disappointing, but the real problem was how difficult Pottery Barn made the resolution.

I initially tried to make things easier by asking only for a replacement lampshade rather than an entirely new lamp. I was then told I could wait another 10–12 days just to find out whether the manufacturer would provide one.

After repeated calls and emails, I still was not given a reasonable way to return the damaged lamp. I repeatedly explained that I am not a professional packer and was not equipped to safely package a fragile ceramic lamp and lampshade for UPS shipment. Nevertheless, I was repeatedly told it needed to be boxed, without anyone providing a practical solution for professional packing or handling.

Only after further escalation did Pottery Barn finally arrange a replacement lamp and UPS pickup. I ultimately had to box the damaged lamp and shade myself as best I could and document in writing that the packaging was not professional.

Pottery Barn eventually took the appropriate steps, but only after an unreasonable amount of time, effort and escalation. For a retailer selling premium-priced home furnishings, the after-sale customer service was extremely disappointing.

So disappointed in this company. Antiquated computer systems totally detract from the most basic level of customer service Powerless manager to fix customer service issues

HORRIBLE customer service. I bought an item for $79.00. With the shipping and sales tax, it came out to $101.89. I returned it, PAID AT UPS FOR THE SHIPPING and then only received $50.00 credit refund. When I called they said it was because shipping on the way back was over $40? CMON...I PAID FOR THE SHIPPING AT UPS. They just take your money. Never ever ever buying from them again.

I promised myself I would stop purchasing items from them even though I like their products. I mistakenly purchased something from there recently. order was so delayed I bought something else and when I attempted to return the items it took months and multiple phone calls to receive the refund. I will not be fooled again. done with this company.

Pottery Barn is the absolute worst company I have ever dealt with. They represent themselves as a world class company providing high quality furniture and other items. In fact the only thing that is high are their prices. We purchased over $25,000 worth of furniture in January 2026. The sales person suggested that if we get their credit card that we would receive 10% rewards. We had to get two cards to cover the $25,000. It took 7 months to get the final items, after having to cancel some because they would have taken even longer. One of the last items was a dinning table and the quality was so bad that the delivery person could not get it to lock in the position with the leaf added and the finish was also very rough. To date we have not received our bonus rewards for getting the credit cards. I have spent many hours on the phone and am waiting for a return call as we speak from Shaun who is a member of their so called concierge department. I have been promised return calls by numerous reps and rarely get a call back. I think it is their standard operating procedure to tell you anything to get you off of the phone and then not call back. I was told by Melissa that the key rewards are handled by Capital One, not pottery Barn. I questioned her on that but made the call to find out immediately that she was either lying to me or was totally ignorant about their procedures. The currently owe us $2,349.42 in rewards and keep promising that it will be resolved in the next 24 hours. Each time I have to call back and get the same answer again. I believe that they keep putting me off hoping that I will just give up and go away. I have asked many times to speak to someone in higher authority but they refuse to connect me saying that they have to communicate with their superiors via email and then provide me with a response, but it never works that way. If my experience is typical, which I am sure that it is, I see a class action law suit coming for Pottery Barn/Williams Senoma. Or one day we will see in the news where they have gone bankrupt. They purposely done publish their reviews on their website like reputable companies do because they are so low, one star, which is the lowest option when writing a review. They are a terrible company!!

I ordered items online where it didn't tell me that items are final sale items and non-returnable on the product page. According to CS the cart says that items are Final sale item, but when I purchased the items that was not mentioned. I also received the orser confirmation and invoice emails which do not say that they are non-returnable items. After argiung with store rep for an hour I got the store credit. I think their practice is predatory and do not make customer fully aware that items are non-returnable.

$340 for two pieces of premium curtains, $0 in customer service. Shocking return policy and billing tricks.

I spent over $340 on curtains, expecting premium quality and service from a brand like Pottery Barn, but the post-purchase experience was an absolute nightmare.

Both curtains originally arrived in a single package. When I returned them in the exact same single package using their provided label, their warehouse claimed they "only received one package even I returned all the same package they sent to me " and refused to process my full refund for weeks.

After endless back-and-forth arguing with customer service just to prove what was obvious, they finally agreed to refund me—only to sneakily deduct a UPS return shipping fee for a mistake entirely caused by their own chaotic inventory and receiving system.

It is unacceptable for a high-end retailer to place the burden of their internal logistical failures onto the customer and penalize shoppers with hidden deduction fees. Pottery Barn has lost a long-time customer. Save yourself the stress and shop elsewhere.

Recently purchased a Pb comfort sofa and 2 recliners. The shipping and delivery were satisfactory. However the reclines were so overstuffed they were uncomfortable to sit in. And are almost impossible to recline without getting out of the chair and lifting the kick out piece by hand. I filled out a form online expressing my dissatisfaction over two weeks ago and have received no response. Pottery Barn does not allow returns on custom furniture nor does it allow reviews on their products on the website. This was my 4th living room set purchase from Pottery Barn. But I can guarantee you it will be my last.

I have placed 2 online orders in the past 6 months and the wrong items were sent with both orders. Sadly, it is beyond just the wrong item, but it is a system issue. I was informed that the SKU numbers on the Canada website is not correct and this seems to be a recurrent problem. For example, I ordered white bowls and was shipped green bowls 3 times. By the third attempt, I gave up and requested a final refund. On neither occasion, was any compensation offered - no offer to refund my original shipping amount paid or future discount. Absolutely nothing despite waiting for over a month or two for the correct items. Very disappointing experiences with the PB Canada online orders and at this point, I will not be placing any online orders anymore.

Ordered nearly $5k of furniture from pbteen. Would NEVER believe their online delivery estimates again. And the order "status" on their website is ridiculously inaccurate and outdated. After many delivery delays and HOURS on the phone with customer service - including a promise of a 10-20% refund for our troubles - the best they would offer me once our delivery was made was $200. That's a mere 4% refund for our trouble. Ultimately the furniture quality is OK, but the hassle is SO. NOT. WORTH. IT. Too many decent quality alternatives out there.

Really love their products but customer service is non existant. I pre-ordered faux flowers over a month ago and the week they were due to arrive they stated the items were out of stock and couldn't fulfill the order for over another month. I emailed back asking for a refund and they've ignored all communication, so I'm going to have to get my bank involved. Shocking customer service from a supposedly reputable company.

If I could give a 0 star rating I would. I ordered my 2 beds on July 22nd and they still aren’t here despite saying they would be delivered between August 1-8. I have called numerous times to find out what the delay and I get told they don’t have that information and it’s an estimated time. Customer service is rude, argumentative, and disrespectful. It is now August 24th and I still don’t have beds. 4 of the 6 packages were delivered to the delivery center within a week of ordering but no one can seem to find out where the other 2 packages are located. This is so upsetting because my kids don’t have a bed because their old beds broke. Pottery Barn is disappointing.

Just ordered a crib with white glove delivery. Thank goodness I checked the mattress spring before placing an infant on it. The delivery person that put it together had all of the screws stripped and they completely pulled out of the crib causing the mattress spring to fall to the ground from the higher position.