“We have owned a Buchanan roll armed sofa for 15 years. Looking to replace an armchair, we decided to buy the Buchanan roll arm swivel chair in a custom fabric, based on having had such a good experience with the sofa.
The chair was delivered and it looked…short. And it is, several inches shorter than the sofa. The biggest issue is that the seat cushion is sewn improperly on one side at the front (it’s reversible) so we can’t reverse it. Also, through the fabric, you can see that the “wings” of the seat cushion have been added on to the foam, not cut from one piece, leaving odd depressions that are unsightly. We left town for 3 months shortly after delivery, so we didn’t notice it until we went to reverse the cushion while cleaning the den. The quality of the seat cushion is also not as high as we expected. It compresses when you sit, leaving you in a hole. Overall, this isn’t the quality Ive cone to expect from a $1000 chair or from Pottery Barn.”
“Purchased an expensive beautiful office chair, the well’s chair. It has not lasted and they will not sell replacement parts. I’m so disappointed for thinking this chair would last at least longer then a less expensive office max chair, but this is not the case. I will not shop in pottery barn in the future. Disappointing customer care!”
“I am thoroughly disappointed with both the quality of merchandise and the complete lack of professionalism from Pottery Barn. After purchasing a bathroom vanity that has been in use for only 4 months, the paint is already chipping. I reached out multiple times to inquire about the specific type of paint used or if I could purchase touch-up paint to address the issue. Unfortunately, I was met with complete indifference and no assistance.
I sent six emails detailing my concerns, but received absolutely no response. When I escalated the matter by calling, I was informed that my case had been closed — a case I wasn't even aware had been opened in the first place! This is not only frustrating but completely unacceptable.
It's beyond disappointing to experience such poor customer service and to invest in a product of such low quality. Pottery Barn's lack of responsiveness, coupled with their refusal to assist, has left me completely dissatisfied. I will certainly think twice before purchasing from them again.”
“Tammy from B2B is an absolute gem! Returning a product at the final stage of a client’s bathroom remodel is never ideal, but Tammy made the process seamless. She handled everything efficiently, ensuring our return and replacement were hassle-free. The emails arrived exactly when she said they would, and we truly felt heard and valued. We also appreciate her genuine apology for the inconvenience—even though it wasn’t her fault, she took ownership and represented her company with professionalism and care. That kind of customer service is rare, and we love it! Thank you, Tammy!”
“I purchased Turner Square Arm leather sofa and arm chair from Pottery Barn. I had high expectations when purchasing the $6,000 sofa set, but unfortunately, my experience has been deeply disappointing. Upon delivery, I noticed an white spot on the leather upholstery—a mark that looked like discoloration. I reached out to customer service, expecting a resolution for the flaw in such a high-end product.
To my surprise, I was informed by the customer service that they consider those imperfectoons as "tick mark", natural marking rather than a defect, and they will not provide any replacement or repair.
As a customer, I find it unacceptable to be expected to accept such imperfections in a high-end product. If Pottery Barn's stance as a seller is that the customer should accept this kind of imperfecttions then theoretically, any imperfections could be classified as a "natural mark." Furthermore Pottery Barn does not provide any warranty and if any defect/imperfection occurs with their product they don't stand behind their product quality to provide replacement or repair.
If you're considering buying from Pottery Barn, be aware that what you receive may not meet your expectations—and customer service may simply dismiss your concerns. I regret this purchase and would not recommend it to anyone looking for true luxury and quality assurance.”
“I bought a coffee table on Feb. 2nd and it was delivered on Feb. 8th. On Feb 22nd I received an email from Pottery Barn displaying a $260 lower price. When I called customer service I was told they would not adjust the price because the item was delivered. When I asked to return the item I was told I would have to pay $159 plus $30 to have it picked up. So I have to ask the question…. WHY WOULD I EVER PURCHASE ANYTHING FROM THIS COMPANY AGAIN?
WOULD YOU?”
“Delivery Issue - Item was to arrive in March or April. In mid-February they show up unannounced with my $$$ furniture. It was a fluke that I was home to receive it. When I asked about a delivery notice, I was told that was only for orders where you paid for the high end delivery, not the flat (but still expensive) rate I paid. And, then interestingly this item shows that it has not yet been delivered to me on their website. Like others, last time I am doing business with them”
“We spent over $1100.00 for a buffet including delivery and white glove service. Now, I have no complaints with the store, the delivery, or the white glove service. But the buffet, although well-built, looks absolutely awful--see photos below. It was not finished. It has glue all over it and the staining is messy. Exceedingly disappointing after we waited weeks to get it.”
“I am beyond disappointed with Pottery Barn and will never shop there again. I ordered a bunk bed for my daughters, and they were so excited about it. We were downsizing to a smaller home, so this bed was a key part of their new space. We scheduled movers for February 2, and Pottery Barn was supposed to deliver and set up the bunk bed on February 1, which was perfect. We even paid for White Glove Service to have everything assembled in time for our daughters to see their new room.
On February 1, the delivery team arrived and spent three hours trying to put the bunk bed together—only to realize that Pottery Barn sent the wrong piece! Instead of the top bunk, they sent a matching dresser, making it impossible to assemble the bed. I immediately called Pottery Barn, but they told me they couldn’t help me because it was the weekend and that someone would reach out on Monday.
We were devastated—our daughters had nowhere to sleep. We only had one single bed from our old house, and our 3-year-old had no bed at all because we had already given away her crib. She had to sleep with us, which was not what we had planned for her transition into a "big girl bed."
Monday came and went—no call from Pottery Barn. I had to call them myself on Tuesday, only to be told that it could take three to four weeks for the missing piece to arrive. This was not acceptable—especially because the partially assembled bunk bed left a large open gap, which was a serious safety hazard. My daughter fell through the opening near the desk, making the situation even worse. I even have photos to prove how unsafe this was.
At this point, we had no choice but to go to IKEA and buy a different bed just so our kids had a safe place to sleep. Now, their room has a double bed, a single bed, and two massive side pieces of an incomplete bunk bed taking up all the space, leaving no room for them to play.
I called customer service again, asking what they could do to compensate us for this huge inconvenience and safety risk. Their response? A measly 20% off. That’s it. We spent almost $6,000 on this bunk bed, expecting high-quality furniture and service, and instead, we were left with a stressful, frustrating, and unsafe situation.
Since customer service was unhelpful, I finally requested a refund and asked them to pick up the bunk bed pieces. They told me that someone from the delivery company would contact me to arrange the pickup. It has now been almost two weeks, and no one has contacted me. I am still out $6,000 and stuck with three beds crammed into my daughters’ bedroom.
This experience has been an absolute nightmare. No one from Pottery Barn helped me. No one followed up. They took my money and left me with a disaster. I will never shop here again, and I would strongly warn others to stay away.”
“Dear Pottery Barn team,
I hope this message finds you well.
I would like to share my experience with the table I recently purchased, which took about six months to be delivered. Although the delivery took longer than expected, I understand that unforeseen circumstances can arise. However, what left me quite disappointed was the issue that occurred with the wooden piece of the table, which split due to the wood likely being used before it was fully ready.
After some research and reflection, I concluded that this issue may have been a result of the delayed delivery. I understand that the warranty has already expired, but given my experience, along with the significant delay in the delivery, I believe this situation deserves a more thoughtful approach. I feel that by offering a solution, Pottery Barn would not only maintain the quality of its service but also preserve the trust and relationship with its customers, who, like me, choose your brand for the excellence of its products.
Therefore, I kindly ask that you reconsider the situation and assist me in replacing the defective piece. I believe this gesture would show Pottery Barn's commitment to its customers and the quality of its products, even when unforeseen circumstances arise.
I greatly appreciate your attention and look forward to a positive response.
Sincerely,
Edison Lima”
“Paid $1000 for a dining table. About a month in, one of the legs got loose so we figured just tighten it. We did, and that same leg kept becoming loose and we keep tightening each time. We finally contacted them several months out saying that we tried fixing the issue ourselves and it's not being resolved. They wanted to send their guys out and they seem to have really tightened it good. Sure enough it happened again and now they said it's been over a year they can't do anything about it. We received a defective and they won't đi anything. It's not worth the $1000 and the trouble.”
“DO NOT BUY!! We purchased over 5k of bedroom furniture (bed frame, night stands) and they came to put everything together and we noticed missing screws and fasteners along with bent metal pcs after they completed. Absolute Garbage!!”
“Worst company I have ever experienced. Nobody knows what’s going on in any area of their company. Absolutely the most frustrating experience ever! 2 months late, daily calls are a waste of time, annoying emails are autogenerated and incorrect, and I have yet to receive my Oder from 8/8/24. It is now 1/26/25…. Still waiting USELESS”
“I recently purchased the Kraveth bedding collection. The items smelled horribly of petroleum/plastics and the material was very rough and unpleasant. I had to return them. Very disappointing as this could have been an amazing product partnership.”
“Very bad misleading on the white glove treatment. Bought a 9 foot tree and we were suppose to have it set up in the home including spreading the branches. The men would not spread the branches for us as we paid to have it done. Went back to the company to get reimbursed (100) and would not give our money back. Do not get the white glove treatment it’s a scam .”
“Absolutely horrendous. After I paid, the order got delayed a month and now they say I can't cancel it. This has happened before. They never deliver on time. Be prepared to wait a year for your furniture, with NO customer service. Worst company ever.”
“Do not buy anything from pottery bar that has to be delivered. We purchased a $5000 dining room set in October with the expectations that it would be delivered in December. The whole set came in the middle of December. They couldn't give us a delivery date till after the new year. This house was a vacation home 2 1/2 hours away so I requested a weekend delivery. They gave me a Saturday delivery. Three days before Saturday they called to make it a Friday. I said that can't be done. It's a weekend home. So they said OK no problem. They will be there. We go out there Saturday morning and I see the delivery has been canceled. I called Pottery Barn and they said the delivery guys have the items on the truck, but that they canceled the delivery on a requesting somebody to reach out to us. I asked to speak to a manager. The customer service person said the manager wants to know what I want. I said I want the delivery today. The customer service person told us the manager said that wasn't possible. The manager didn't even have the decency to get on the phone with us and tell us themselves. Do not buy anything that requires a delivery from Pottery Barn. Absolutely horrible experience”
“Do not buy Pottery Barn furniture. They take over 6 months to deliver or they do not show up at all and they don’t tell you that they won’t be delivering your items. Their products are all in back ordered.”
“Pottery Barn is trapped in 1995 and their website is probably the worst I have ever seen --even for 1999. Plus, they give customers no options to buy replacement pieces or to do update/upgrades to products they have previously purchased (it is called margin and making more money jeez). They have a lot of product but apparently no management. For starters their website needs to be updated and the product portfolio needs to be made flexible so customers can choose what they want and update/upgrade product to fit their needs. And yes for a small investment your customers will likely spend more money and continue to do business, rather than go to Wayfair or some other competitor. People want to spend money, make it worth their while for godsake, it is not that hard in 2024.”
