We purchased two new leather chairs from PB.  After one (1) month, we noticed that the back leather panels on both chairs were coming loose.  After months of back-n-forth with their customer service, they sent a "furniture medic" to fix the chairs.  He told us that the internal frames on both chairs were cracked.  He told us this is a common issue that happens during shipping (which seems logical since they travelled all the way from China).  After more months of getting the run around from the customer service dept, PB told us that they would not have them fixed because the furniture repair shop told them the damage was caused by the user?  Very dissapointing, don't make the same mistake we did, do not purchase furniture from Potter Barn. 

Hey PBTeen! You suck!  After spending a ton of money on a bedroom set for my son, I got a partial delivery.  When I called about the rest, PBTeen said some more of it was on its way.  And then the rep said, oh by the way, the dresser was discontinued.  So, I had to cancel the whole order.  Now all 11 boxes have to be returned and the items that are already in transit have to be dealt with.  Oh yeah.  I'd like my MONEY BACK!!!!!!

We ordered a sofa and chair from the store in Santa Barbara, $3000. They gave us a 3 month delivery date because it was a special order. The week before the date we called the delivery phone number and they said "on schedule." The day before and the day of the delivery we heard nothing. The next morning we called and were told, "It's in the City of Industry wherehouse and will be shipped within the next few days, we will call you in the afternoon." They did not call. The next day WE called to be told, "Opps, the fabric you want is no longer available (it's still in the new catalogue) and your sofa/chair was never made. Sorry." I am furious that I was lied to, strung along, and wasted 12 weeks!

Pottery Barn should be ashamed of what they call customer service. They have children with attitudes answering the phone. I called to get a return number for an item that was a gift. I was told that they would not accept it due to a 30 day return policy that was written in the smallest type you could possible read. I could actually hear the young girl on the end of the phone rolling her eyes when explaining this to me. When I asked to speak to her Supervisor at 4:30, she told me that he had left for the day. When I said I wanted to speak to her superior and would not accept no, he all of a sudden appeared. Funny, Huh! And to boot the young girl then made a remark about me under her breath. When I explained to her that I did not appreciate her subtle comments, she actually said she had coughed. I'm too old for such ridiculous behavior and I will never purchase a single item from Pottery Barn again. This is not the only time I have had an issue with their service and I will not spend another dime with them.

Beware!!!!!! I will never again order anything from Pottery Barn and you should not either.  I ordered four items, same color, same size for a specific interior design project. When I placed my order I was told the items were in stock, ready for immediate shipping. Upon delivery, only two items were in the box. The packing slip showed four items included in the shipment. I called Pottery Barn customer service and was told the other two were back-ordered. Why wasn't I told this when I placed my orderr or via email? But wait...it gets worse!
I was told the items would be arriving soon. Weeks go by... today I receive an email saying they are out of stock and won't be carrying this item anymore. So, I have two items-not the four I need and I will never be able to complete my project as intended.  Why wasn't I told they could not fulfill my order weeks ago when I first placed my order.  I may have been able to have ordered another color o style for my project. Pottery Barn does not care. Won't respond to my emails about this. Beware!!!

I have purchased several items online.  There is a clear pattern starting to emerge.  They give a delivery date and then you never get the item(s) delivered.  It took forever to get a dinner table.  They kept extending the delivery ...
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I purchased the Pottery Barn Addin leather chair and ottoman in November 2007.  It arrived on time and I had no problems with the purchase itself. Barely 13 months later, I noticed what appeared to be a staple used in the construction starting to ...
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I ordered a bed from PotteryBarnOnline. I received an e-mail saying the bed had been shipped on 1/22/10. 2 weeks later, no bed. I phoned and was told that my notification was just to let me know that the bed had been shipped to the deliverer or was ready ...
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Maybe I should wait until I am a bit less angry but what the heck....I just got off the phone with pottery barn. They are having a sale online (as they almost always are) and I decided to respond to one of the almost daily email solicitations I get from ...
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BUYER BEWARE! If you use a gift/merchandise card online and still have a balance due, Pottery Barn places a hold on your debit/credit card for the amount in full!

To clearly illustrate, I placed an online order with PB for $109.71 in merchandise. I used $81.98 in gift cards, leaving me a balance of $27.73, which I paid in full with my credit card.

Rather than seeing a debit to my checking account for $27.73, PB places a hold on your account for the amount in full! Thus, I have a $109.71 debit (they call it a "hold") to my account. Thank heavens I have a line of credit, or my rent check would have bounced.

Thanks Pottery Barn for stealing my money from my bank account without my authorization! I WILL NEVER DO BUSINESS WITH THESE THIEVES AGAIN!

FYI: This is the first review I have ever written. It is my hope that other consumers will not suffer from additional bank fees, et cetera,
as a result of Pottery Barn's absurd "business" policies.

I bought two Greenwich chairs and the arms broke on both. These are chairs used in a formal living room and they do not get much use. The wood inside the upholstered arms are made from cheap wood and snap easily. I will NEVER buy PB furniture again. It may look nice, but the construction is cheap.

I recently purchased the Bedford corner desk set. In this day and age of immediate gratification, I think two weeks is a long time to wait for furniture ordered online. The delivery crew were polite, prompt and very careful with the set up and ...
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I've never dealt with worse customer service when ordering anything in the past.  The item I purchased from their website was the wrong item (picture was right next to where I ordered), and it was of poor quality.  Then, they tried to convince me that I was wrong.  After arguing with them, they showed no interest in resolving the situation.  I will never purchase anything from Pottery Barn again and would encourage others not to as well

I bought a Bordeaux dining table with the mahogany stain.  It is sturdy, but the quality of the top finish is the worst I have ever seen.  I don't know how so many "steps" could result in this paper-thin finish.  With normal use, it ...
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I ordered two sets of bedroom furniture to do a home makeover while my children were at summer camp.  This was stuff they loved. But it sucks and is now broken and unsafe!!!I made a number of phone calls and was told it was out of warranty and ...
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Pottery Barn is fabulous but DON'T buy their Flokati rug.... unless you enjoy seeing tufts of rug floating all throughout your house for years to come.  Since it can't be vaccuumed you will have to muscle it outside and shake it.  Ours is 8 x 10 and requires at least 2 strong people to do this.  Then its 20 minutes of raking it with a leaf rake to get it to look like anything.  Don't buy it.

I have made several purchaes from Pottery Barn online and I have had great service.  All my items including tables have been perfect.  I found the products are well made and durable.  In store I get great custmer service, everyone is very helpful.

I ordered some bedding for my daughter several months ago. I assumed it was quality, put it away and found later that they had sent an item that was not even pictured in the catalog. I called Cust. Service and asked to speak to a supervisor. I was told that I would have to pay an additional $21 to have the correct item shipped - for bedding!!!!

The Customer Service at Pottery Barn is terribly lacking. They have kids answering the phones, and on weekends, there is no one on duty that is older than 20. It is hard to get a reasonable person to answer a simple question.

Shame on them for their lack of customer service. They charge enough that they should offer top-of-the-line customer service, especially on weekends. My kids love their items, but I despise shopping with Pottery Barn. It is totally frustrating and dissatisfying.

I have tosay that I don't think I will be shopping for any Pottery Barn items any time soon. Too expensive for such lousy service, and the quality has seen a decline, I think.

They are too full of themselves to notice people are not liking the lack fo customer service.

Worst Customer Service EVER!! We registered online for our wedding, along with several other big name places, and this is the only place that gave me constant headaches. They had a lot of glitches with displaying our registry. If our guests didn't put in ...
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I love Pottery Barn furniture design, but I think I won't be ordering any for a loooong time. They're delivery service is orrible (delays, delivery canceled with no reason and without telling us the first time, delivery 2 hours later than the time frame promised the second time) and their customer service is even worst. When the modular sofa finally arrived, 2 and half months after the order, it was not the right orientation. Considering that it was their mistake (clearly their " design studio associates" have trouble with very simple tasks since I had to explain it several times by phone and email after ordering in the store with the correct sofa in front of us..., )they could have at least apologized. No way, on top of everything else we are now spending endless time on the phone trying unsuccessfully to speak with a supervisor......
So,if you don't want to start a months-long nightmare, stay away from their catalog/website, you may be tempted to order something!

I ordered a Greenwich chaise two months ago and no one contacted me for a delivery date. The only delivery status I received when I looked it up on their website was in one vague word. "Shipped!" Today, I called customer services four times and received four different beat- around-the-bush answers! No one seemed to locate where it was and no one could give me a straight answer of a delivery time frame! When I couldn't put up with customer services putting me on hold, raising their voice at me, and sending me around in circle, I called again to cancel it. Cancellation with Pottery Barn is impossible unless you're willing to loose your money on shipping costs/restocking fee. In my case, I lost $204.90 plus valuable time that I could have spent on something else! My whole shopping experience with Pottery Barn was horrible! My advice is never order any furniture from them.

Ordered the Bedford Modular Desk system for our home office - 4 filing cabinets, 2 desktops, and 1 swivel chair. The filing cabinets are poorly made and designed. The file drawers do not open fully, so that you can insert and remove hanging files easily. You have to twist them in on an angle, and as such you can only load them to about 80 percent capacity. You have to leave "wiggle room" to get the files in and out. What a major pain. Every time I have to file something I curse Pottery Barn. The extension glides on the drawers are cheap and non-removable, so if something slips behind a drawer, it's a major fishing expedition to get it out. The finish on the swivel chair is cracking after less than one year's use. Also squeaking like mad too.

Delivery speed is horrible for large furniture coast to coast. Three weeks minimum. Back order items listed as available on a certain date is not always the case as my order was two weeks later then their available date on my invoice. Summer will be practically over before I can enjoy my garden furniture. Pottery Barn charges your credit card for an item you will receive a month later. Customer service is useless. Even though they have nice items, I will avoid using them in the future. I hate to patronage a business that gives me a difficult buying experience with no customer service help except to say we are sorry, especially for big ticket items.

I purchased the Hudson Bedroom set (Bed, Mattress, Night Tables, Mirror and Extra Wide Dresser), as well as the Addin Leather Sofa (2), the Map Console, Map Coffee Table, and the Bedford Corner office desk, Bedford small office desk and matching arm ...
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I have tried desperately to receive a table from Pottery Barn without scratches or marks on it. I am about to receive their fourth attempt. The table is oversized 60" X 60" and delivered by their so-called elite delivery service - in the suburban Boston area. I am not sure if it is the shipping company or the packers, but at these prices,(the table plus shipping costs) this shouldn't be a problem. They don't come out to take care of issues, just reship the products instead. I have spoken to two others who have had the same experience. What is their problem!!!!

We recently purchased an Classic Console Double sink from PB. We sought a refund though b/c it was too big for the bathroom. PB refused to refund us for the shipping costs (approx. $220) even though the item never shipped to our home! Their website makes ABSOLUTELY NO mention of not refunding shipping and in fact, states the opposite, ""We make it easy for you to return a product¡¦We won't charge you a restocking fee or any sort of penalty. We want you to be completely satisfied." This is totally misleading! I will never order anything from PB online again and recommend that everyone steer clear of the store. Most of their furniture products are not even made of solid hardwood and are NOT worth the price!

I ordered the Reindeer collection from the online store (somethings you can only get online) and I am very excited. I had a small problem. I ordered the items I wanted and noticed that the oval platter was on sale for $30.00 (the first day of ...
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I ordered the PB basic couch and two chairs for my living room - the one that comes with slip covers. The items looked great when I saw models of them in the store. However, when they were delivered, the slip covers did not fit well at all. Customer service was very helpful and sent a new chair slip cover to see if it was a better fit, but it wasn't. Now I'm stuck with slip covers that always look wrinkled and don't fit properly. They assure me that the store models are not altered to fit, but I'm not sure I believe that. I wouldn't buy furniture from them again. Experience with the delivery company was not great either.

I have ordered several furniture items (2 headboards, 4 nightstands and an armoire) plus numerous smaller items. I did have two glitches with the furniture items. One headboard arrived without hardware and I was told that the department which would ...
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I will NEVER shop at Pottery Barn again. I have ordered Pottery Barn furniture both on-line and from the stores. Last year I ordered a set of media cabinets and finally received it after 6 months! They tried delivering once and the vendor found at the last minute that the furniture was damaged in the warehouse. We ordered two couches this Sept. and one got lost (how does a business lose a couch?) in shipping and we still haven't received it and they can't give us a date on when we will receive it. There's something wrong with a company when they can't track their orders, when they can't meet their dates or at times have no clue when their vendor will have furniture ready, and for this to happen to a repeat customer twice is ridiculous. My advice is to never order any large furniture from them- if you're into that kind of furniture, go to Crate&Barrel.