Pottery Barn

Ordered Maison barstools July 2024. Were supposed to be delivered in early November. Received message stating changing delivery to end of December. Then another email changing to February 2025. Then another email changed delivery date again to end of April 2025. And they will not return our money because they say it was a "Custom Order". It's not that custom because you have the item and the leather samples on your store. And over 9 months to fulfill an order is absolutely ridiculous. If you can't fulfill the order within the originally stated date then you shouldn't be taking orders for them and you should definitely give me a refund because you aren't delivering the item in a timely manner or with good faith. Never again will I order from them. And they are still taking orders for this item. Horrible customer service.

When Pottery Barn emails a return label there is no mention of a fee to use it. It appears free. It should clearly state that when used there is a cost and that this can be avoided by taking the item(s) to the store.
The products are very overpriced and co many cannot be purchased in the store. They should over free returns so a customer can try it at home without a huge penalty. The return shipping fees are very high.

I purchased 2 diffusers Ocean + Jasmine, Fireside Cinnamon, both were to come with the reeds/rods you insert into the bottle so the aroma can drift up and make your room smell nice. One was delivered from the store the other a vendor. Neither one has the reeds/rods, even though on the package it states contents fragrance bottle and rods. Called customer service and was told that the Fireside Cinnamon came from a vendor so they will reach out to them and it can be 7-10 days. Ocean + Jasmine was delivered overnight from the store no reeds/rods. I will be call customer service again. I want my reeds/rods that should of been with the 2 diffusers.

I am beyond disappointed with the Cayman Platform Bed! After only a couple of weeks, it started creaking – and not just a little, but loud enough to wake us up at night! It's been creaking for months now, and it's driving us insane.

I tried to return it within the 30-day window, only to be told that it couldn't be returned because it was "made to order." How is that possible when I didn't customize anything? This bed is sold as-is, yet they somehow used that as an excuse to keep my money.

This company is a scam! They market themselves as an upscale brand but deliver low-quality, poorly made products that don't even last a month before they start falling apart. Don't waste your money here – you'll regret it as much as I do!

Worst nightmare shopping with pottery barn. I used to be a fan but not anymore. I went to the store to get "pro design" services and the items that were ordered for me when they arrived they didn't look anything like the pictures. The fabric actually gave me a rash! I asked for return the next day after receiving them. The refund process was basically impossible. They don't have anything in stock on the floor in their stores anymore, then they act like those items were "made to order" and I couldn't get refund at all, weeks later I got Credit back to millions of gift cards that was sent to me day by day. Never again will I shop with them. And they still holding some of my money hostage. And we talking thousands. Some items are not even in the making yet and supposed to arrive in one month and they tell me I can't cancel them? I never experienced worse costumer service. So if you want spend thousands of dollars on stuff that don't look like their pictures, wait for months to get them, then fight for your money back which you will only get back after fighting and stressing for weeks in many many gift cards be my guest. I shop a lot at cb2 and never had any issues so far. Won't give pottery barn even a dollar more ever! They also pretended their stuff are made in Italy when it's all made in china and it looks like it!

##Buyer Beware## Purchased a bed, 2 night stands, 2 lamps, mattress, bedding, etc. Aug 10 was the delivery date before we made the purchase and it is the date on our receipt, after purchase. However, when you track the delivery... it now says November 15. I called to cancel the order and they cannot do it because it has already been submitted for assembly. I told them that it will not take over 3 months to assemble this furniture and I demand a refund. All to NO avail. Who does business like this?! I am beyond disgusted. Buyer beware!

We were told the product would be delivered to us in 3 weeks, now there is a further 2-3 weeks delay. The store manager told us it will arrive on time and we specifically told him we will only buy if it comes in in 3 weeks at the latest, he said "comfortably". Now we call customer service trying to find out and no one responds! The wait times are ridiculous and even when they pick up they hang up!

I purchased a king-sized classic down duvet insert from Pottery Barn, which unfortunately turned out to be defective -- the box stitching did not connect properly at the centers, and I didn't notice before I put it in my duvet cover. As a result, over time, the feathers inside the duvet shifted significantly, accumulating at the bottom and leaving other areas under-filled. This has made the duvet useless.

Despite numerous attempts to resolve this issue with Pottery Barn's customer service, including providing detailed evidence of the defect, I was not offered a refund or a replacement for the insert. This experience has been very disappointing, as it contradicts the high-quality standard and customer service I expected based on their marketing.

Buyer beware: if a defect is not immediately apparent, you will not receive support or resolution from Pottery Barn.

Purchased over $15,000 in furniture. Have issue with Big Sur couch made for Pottery Barn by Sutter. Feathers keep coming out and poking people when they use the couch. Pottery Barn said they will not repair or replace. I am done purchasing furniture from Potter Barn.

I ordered a men toiletry bag with monogram. Received the item without it 3 days before Christmas. Called customer services, was told would get a call back- nothing. Currently on the phone with customer service trying to talk to a supervisor - got over an hour. They are giving me a run around. Horrible customer service. Assuming I will not get my item before Christmas, and never ordering from Pottery Barn again.