Pottery Barn Arvostelua 1 848

I’m curious if anyone else has had a similar experience with Pottery Barn, especially with larger furniture orders.

I ordered a set of bookcases in late December 2025 with white glove delivery. I was told in-store that the units could be separated or pushed together, but when they were delivered, we realized they were actually designed as one piece and couldn’t be separated.

At delivery, we were initially told a replacement solution might be possible, but shortly after, customer service said the only option was to return the entire unit and reorder. Since then, there have been multiple issues with scheduling the return pickup, including at least one instance where the wrong truck was sent.

Each scheduled delivery or pickup required me to rearrange my work schedule and take time off, only for plans to fall through. Several months later, the bookcases are still sitting on my floor, and the situation hasn’t been resolved smoothly.

I’ve contacted customer service multiple times and even filed a complaint with the Better Business Bureau, which went unanswered.

At this point, they have offered to pick up the bookcases and issue a full refund, which I do appreciate, but it would require me to take additional time off work again.

Lack of customer service has been extremely frustrating and disappointing.

I am giving Pottery Barn one star because my experience with their Belgian Flax Linen sheets and their customer service has been extremely disappointing.

I purchased two Pottery Barn Belgian Flax Linen sheet sets and rotated them carefully. I am very gentle on my bedding, I launder it carefully, I sleep alone, and there is nothing about my use that could reasonably explain a premium fitted sheet becoming threadbare and ripping so quickly. I am 67 years old, weigh about 85 pounds, and put very little strain on sheets. These were expensive sheets sold as a premium product, and they did not perform like one.

What made this worse was the response from the Yorkdale store in Toronto. The manager simply dismissed the problem as ordinary wear and tear and said there was nothing he could do. I was also told I could not even buy a single matching replacement fitted sheet because the product is only sold as a set. That is an unreasonable response when the fitted sheet is the part that failed prematurely.

I have since found public complaints from other consumers describing very similar problems with Pottery Barn Belgian Flax Linen fitted sheets developing holes, thinning out, and ripping much sooner than expected. That makes it even harder to accept being brushed off as though this is just my issue.

What is especially frustrating is that years ago I used Pottery Barn for my den and hall and was happy with the result. Because of that earlier positive experience, a few months ago I was planning to use them again to redo my entire living room and family room. After this experience with the sheets and the dismissive customer service, I will not be using them. A company selling premium products should stand behind them, and Pottery Barn did not.

I purchased the Aubrey hall tree in white just over 3 years ago. Both side pieces of the tree have turned completely yellow. One is facing my kitchen and one is facing my front door so it is clearly not an issue of being in direct sunlight. It appears to be more related to the paint - bad priming or protective coating is my guess. I called to see if there was anything Pottery Barn would do and was told outright if it’s over a year old there is nothing they will do. So, your furniture has a clear quality problem that should never happen on a piece this age and your response is that you wipe your hands of your products after a yr? Wow. I called back to speak with a supervisor and this time was allowed to send in pictures, but same result - Thanks for sending in pictures that clearly show the problem, but we’re still not interested. Since it’s over a year old, there’s nothing we’re willing to do. At first I just let it go, but it had continued to get worse over time and it looks really bad for a piece that is barely over 3 years old. Given the overinflated prices these pieces should be made way better than they are. Years ago, Pottery Barn’s quality and especially service were so much better, but has gone way downhill. I was just in store looking at the Sausalito bedroom set, but with this type of response, I won’t be buying PB furniture pieces. I also had a lot of shipping/delivery issues when I ordered the product and other items I got with it (wrote a review at that time as well). Given the delivery headaches, quality issues, and the company’s unwillingness to stand by their products, it just doesn’t seem worth it anymore.

BEWARE - DO NOT ORDER FROM THIS COMPANY. Returned some items as I didn't like them when they arrived. Returned by In Post with proof that they were sent to the correct address and a confirmation that they were delivered. Hadn't received the refund so chased and was told multiple times over a few weeks that the refund was being raised and would be in my bank within a couple of days. It was never received. Chased again and now told the parcel never arrived at their warehouse so I needed to make a claim with In Post. Contacted In Post who said I can't claim from them as outside of 14 day time frame. £335 out of pocket. Pottery Barn refusing to refund even though they initially said they were raising the refund and even though they caused the significant delay in my contacting In Post meaning I cannot go down that route either. Absolutely shocking service.

I bought an item from PB which I needed to return. After waiting for my refund I contacted them. They went away to look into it. They said no problem it will be with you soon. I waited and chased again and they then started to dispute the fact that I had returned it despite having all of the tracking data that said they had received it. After going back and forward with them they managed to drag this out for over 6 weeks. They then said I needed to take the complaint to "in post" but the complaints time limit has elapsed so nothing they can do. Be ware of their returns we are now nearly £400.00 out of pocket. Buyer beware

I ordered a Buchanan slip cover sofa from in October 2024. It was delivered in December but the slip cover had obvious construction issues. I worked with Christine (pleasant) and a new slip cover was ordered. It arrived March 2025 and was worse than the first. Both times, the delivery person told me the slipcover just needed "time to relax" despite obvious flaws in workmanship. I worked congenially with Christine over 5 months. Initially I was offered a small discount or E-merchandise credit--neither of which were acceptable. Eventually PB agreed to refund the $3,000 I spent and picked up the sofa for return on
4-7-25. Because we gave away our previous sofa in December when the PB sofa was set to arrive, I now have no sofa and a very unattractive room. The more I look at the room (which we use more than any other room in the house) the more frustrated I get. We have many house guests schedule for visits this Spring and I'm embarrassed about my home thanks to PB. I expected a quality product from PB and all I gotten are headaches and buyers remorse.

The cloud quilt is nothing like the photo! I ordered gray — it is not gray. It’s also called a “cloud quilt,” so one would think it’s light and fluffy? It’s heavier than any winter quilt I’ve purchased from pottery barn. This quilt is awful. Please don’t waste your money.

MATTRESS AND BOXSPRING DO NOT BUY FROM POTTERY BARN! I did white glove service and they will not take my old mattress and boxspring. I was going to return the new mattress and they are non refundable. BE WARNED!

I bought the Emile 9-Drawer Dresser for about $1,999 back in September 2023, and it was delivered and assembled in October 2023.

A few days ago (March 2026), we noticed it was leaning to one side. When we took the drawers out to check, we found that multiple screws in the back were never installed. Because of that, the whole frame slowly shifted over time and now the back panel is coming off and parts of the wood are cracked.

This wasn’t normal wear and tear — it was never assembled properly to begin with, which we had no way of knowing until now.

I contacted customer service and they basically told me it’s too old and nothing can be done, except offering 10% off if I buy another one. That was honestly frustrating considering the issue came from how it was installed, not how it was used.

For the price, I expected this to last much longer and for the company to stand behind their service. Really disappointed overall.

Horrible experience, horrible customer service. Will never shop at PB again. We have been waiting almost 7 months for a vanity/desk set. This item has been scheduled for delivery 3 times and each time, we received a cancellation either the night before or same day with same excuse, "something is wrong with the mirror." We also ordered a bed and a dresser...same exact issue with each item...scheduled delivery, then the infamous notice on day of that our item is not coming because there is a part missing. One example is the bed. We asked which part is missing from the bed. They said the whole bed. WTH??? Same with the dresser. What is going on, seriously? No offer to even send the desk and hutch without the mirror. We paid over $5k for this??? And the quality of the furniture is definitely not worth the price. So dissatisfied and disappointed. Two thumbs down! And don't even bother with calling customer service. They are no help at all.

The PB Comfort Modern Roll Slipcovered Sofa I recently purchased is a huge disappointment. It was shabby around the hem and on the sides under the arms. I am a longtime customer of PB and was surprised at the workmanship.

I purchased the hydrocotton towels in Oatmeal. They seemed thick and soft, had lots of recommendations from online searches, even though they were INCREDIBLY EXPENSIVE, I figured good towels were worth the investment.

The are soft enough, but they do not absorb well. They also are not color fast -- and I'm not talking about the typical face products that can bleach towels. I'm talking soap and water. We've been so careful with them, but now all of them have this weird pinkish/yellowish streaking all over them that's very noticeable. Lastly, the cotton fibers tear VERY easily, so we have lots of stringy bits hanging from the towels. We haven't even had them a year and they look worn out. So disappointed. Do not buy, save money and look elsewhere. These aren't worth $10, let alone $55 a piece.

If i could give a zero, I most definitely would. I purchased 3 large items, and it cost me several thousands of dollars to only wait 3 months for my delivery. When it fill came, it waa damaged. It's not the first time that this has happened. You would think i would have learned from my mistakes from before, but this time i have. I will never buy from them ever again. I really recommend that if your thinking about buying from them...DON'T....Poor service and very bad quality. Tim

Bright enough but limited adjustment angles.

I ordered 12 "heirloom" plates. They look rather elegant and delicate on the website. The plates are actually of very poor quality overall (greyish tone instead of white, very bulky) and more importantly they are defective: they are misshaped, so they don't sit flat and wobble.
When I called the "customer service" issued a return slip by email. I opened it while still on the phone and saw that it didn't cover shipment for the return. When I said that they have to cover the cost of return the lady said "it is the company policy not to" and hung up.
I emailed on the sale day, 6 February, clearly stating that I want to return the items due to these being faulty and that Pottery Barn must cover return costs under the Consumer Rights Act 2015, and asked that they arrange for the return.
15 March, I still have not received any response from Pottery Barn and no suggestion to solve the issue.

Be careful that you make sure you use your bday gift card because Pottery barn will issue it three months before your birthday. I thought I never received it but I guess I did and they will not reissue it. So guess what . My shopping at Pottery Barn has come to an end.

Extremely Disappointing Experience – Poor Delivery and Customer Service

I purchased several expensive furniture pieces from Pottery Barn expecting the premium quality and service the brand advertises. Unfortunately, my experience with the delivery and follow-up customer service was extremely disappointing.

I had actually heard great things about Pottery Barn’s quality and customer service, which makes this experience even more surprising and disappointing.

Multiple items were not assembled correctly by the delivery team. The marble tops on the dresser and nightstands were not secured to the bases and could be lifted completely off. The upholstered bed storage drawers were supposed to have six screws installed in each drawer, but only two were installed, leaving them unstable. The upholstered drawer faces were also left unassembled because the delivery team claimed they “didn’t match up.” Additionally, some hardware appeared to be incorrect or improperly installed.

My husband ultimately had to correct and finish assembling several pieces himself just so the furniture would function properly. That is unacceptable after paying premium prices for furniture and paying for professional delivery and assembly.

Pottery Barn later stated that because the delivery paperwork was signed, it meant we agreed the delivery was completed correctly. In reality, my mother actually refused to sign because she noticed issues, but the delivery team told her she had to sign it anyway.

I contacted customer service the same day as delivery to report the problems and attempted to upload photos. Unfortunately, my husband had already fixed some of the issues before taking pictures because he simply wanted everything corrected before I returned home from work. I also reached out through their chat service and even sent a video showing an unassembled nightstand.

Each time I was told someone would contact me within 24–48 hours, but no one ever did. I had to repeatedly follow up myself.

After multiple calls and follow-ups, the final resolution offered was a refund of the delivery fee and 15% off one nightstand, which is only a small fraction of the overall purchase and does not reflect the inconvenience, poor workmanship, and time spent trying to get assistance.

When customers pay premium prices for furniture and professional delivery and assembly, it is reasonable to expect the items to be installed correctly the first time.

I hope Pottery Barn leadership reviews this situation because this experience was far below the quality and service your brand promises customers. I would still welcome the opportunity for Pottery Barn to properly address this situation and restore my confidence in the brand.

Order #360142476744

Absolutely awful SLOW customer service! Do not bother getting their credit card, they trick you into applying with a “ earn 10% back in rewards on purchases for the first 30 days.” I almost instantly was approved for the credit card. Waited for temporary, didn’t receive one. I call Pottery Barn & their CC department & they said I had to wait for card to arrive in the mail, very misleading then the card took 15 days to arrive. Then find out my 30 day window started when I applied not when the card arrived. So truely you have 15 days to earn the 10% back in rewards NOT 30 days. I called & after being on hold 52 minutes they did nothing. I will Be cancelling my card as soon as I redeem the little bit of rewards I earned.

Do not buy their furniture! First off, there is a very good reason Pottery Barn furniture cannot be returned and orders can't be canceled! It's because they know pretty much every purchase will be returned. I purchased a $2000.00 leather recliner and a 2.5 by 2.5 $800.00 ottoman. They are the worst home purchases I have ever made! As soon as they were delivered my first thought was WTF! Recliners are meant to kick back and relax. I have had both for 3 months and not 1 person in my family will sit in it. The frame of the chair is extremely cheap and will not hold up over time. The padding is horrific! It feels like there is a sheet of plywood within 4 inches of the cushion. The ottoman is built just like the recliner. The leather is extremely cheap on both and within days the ottoman was scratched to no end. The ottoman sits in front of my Creative Leather sectional that I have had for 20 years. The leather sectional was one of the best home purchases I have ever made! The leather is super soft and extremely comfortable to sit on. My large 20-year-old leather sectional has less scratches on it than Pottery Barns 2.5 by 2.5 $800.00 3-month-old leather ottoman. I still have my 25-year-old leather recliner from Costco that feels and looks brand new and costs $400.00. To add insult to injury it took Pottery Barn 3 months to deliver their Walmart comfort furniture! Do yourself a favor and go the Walmart route!

I spent quite a lot of money on tableware, the Cambria collection. The pieces are beautiful! Or, they were... unfortunately the first chip on the "chip-resistant" dishes came the first time they went in the dishwasher (and were stacked correctly and safely inside). Within six months the cutlery scratches and grey marks were worse than the 30-year old set I was replacing. They look terrible. Next time I'll go to Walmart and save myself $1500.