Buyer beware! I searched high and low for the “perfect” drinking glasses. I was so excited when I found the handmade hammered drinking glasses from Pottery Barn! My husband ordered them as a birthday gift for me in May of 2020. They did not ship until October of 2020. I was willing to wait to get exactly what I wanted.They arrived in the Fall and were as beautiful as I had hoped. We used them for about 6 months with no problems. Over the past month, I’ve pulled 4 cracked glasses out of the dishwasher, 4 separate times. My husband reached out to Pottery Barn and was told the best they could do to rectify the situation is to offer 25% off the repurchase of these defective items.There’s also no way to leave a review on their web site or Facebook page to help warn others about the short life span of this product. We are sorely disappointed. There are a lot of other retailers that make better quality items and provide more attentive customer service.

I bought a couch from pottery barn back in January that was supposed to be delivered in April, then it got delayed till may and then June, and I was moving so I had them change the delivery location to my new apartment for early July. The day that it was supposed to be delivered I got a call 5 minutes before they were supposed to arrive that they had LOST the couch. They said they would look for it and call me back but they didnt so I called them and they said they would order another one for October/November so I canceled my order. They told me that they would put a discount on my account plus the refund. I got the refund but when I went in to use the discount they said that it hadnt been noted. This is the worst experience I have ever had buying anything especially furniture. I will never buy from them again if I can help it.

Very disappointed with the customer service and registry policy. I tried to return towels from my bridal registry because I received part of order, and the rest was back ordered months. I could only return for a gift card, which wasn’t available the day I went to the store to exchange products. The gift card took 2 weeks to come in the mail and at that point, I had already purchased alternate towels. The whole process was very difficult and not user friendly.

I have never had a bad experience with Pottery Barn until today. I am beyond disappointed with them and their lack of customer service. After having ordered and loved multiple beds, sofas and other pieces of furniture, large and small, I highly doubt I will EVER purchase ANYTHING from this company again. What happened to you Pottery Barn? You can keep your vanity, and horrible customer service. I am going to shop where I am appreciated! Thanks for nothing.

WELL, THIS BARN CERTAINLY HAS A LOT OF POTTERY CAW CAW

Why is it that we can’t ship items (Furniture) to the store for pick up and our only option is to pay $199 in shipping fees to wait 2 weeks for the item? Also, why is it that we cannot purchase furniture that is on display at the store instead of waiting the two weeks for the item to come in? My family and I would be more willing to purchase furniture from you if we didn’t have to pay half of the sale price in shipping to get the item! This is very frustrating and a huge deterrent to doing business with you.

Nice staff, love their stuff!

Nice store

The photos featured are just a few of the pictures from a poor experience that left us unsatisfied with the service provided by Pottery Barn. This bed was a very expensive special order, and we were anticipating that we would not regret our purchase. However, when the piece of furniture finally arrived, we were very disappointed with what we saw. There was mold all over the furniture, and a unbearable stink. We used $775 in Rewards, and we were never repaid once we returned the item. In addition, when the delivers were carrying the furniture from one place to another, they hit the door, and a large portion of it was chipped off. I called Customer service that exact day, and I was told that I would get my refunds and rewards back, due to the failed experience provided by Pottery Barn. But, as mentioned earlier, that never actually happened. This is just one of the many misfortunes that left me terribly unpleased with Pottery Barn Service.

Really hate posting anything negative against any company but perhaps I can save someone else a preventable poor experience in the future with this review. Ordered a Pearce Roll Arm 3 Piece Sofa Set w/Sunbrella Performance Fabric from the Crossgates Mall location about 6 weeks ago.Sofa was delivered and its a beautiful, well-made sofa as hoped. Unfortunately, it is clearly the wrong color (see photos). Everything on the sofa tag matches but its the wrong fabric. Frustrating that such a simple, correctable, mistake would happen with a high end retailer like Pottery Barn but, mistakes happen and usually things can be easily resolved. Heres where things get frustrating:Immediately contacted the Sales Rep from the Crossgates Pottery Barn. She advised contacting Pottery Barn Customer Service. Their first response was to blame the shipping company, or more rather my wife and I, for accepting delivery of this wrong colored Sofa. Delivery company was in and out in 5 minutes with no checklist or manifest to sign. Also, no real time for us to assess why our couch looked lighter than the fabric samples we had obtained in their store when we purchased the couch. Customer Service then recommended we contact the local store where we purchased to confirm all of the details of the purchase. My wife drove to the store to discuss options and review photos/swatches to assure we werent the cause of this issue (including a concern that a matching Ottoman is in transit and may not match the incorrect couch) and was informed that nothing could be done in store and we had to speak directly to the Customer Service Department regarding our concern. 2019. I get it, but what happened to trying to solve these issues real time with live associates from the company that sold us the product?Recognizing they dont have the correct couch just sitting there ready to swap out and that wed now have to wait another 8 weeks for a replacement, we were advised by the store sales rep if you dont hate the color, your best option is just to hold onto it and see if they would give you a discount for the error. There is a reason we (and most customers) review the many different color options when purchasing an item. It isnt because we dont want to hate a color we select, its because we chose a color and fabric to build a living room around.The reason we purchased this item from Pottery Barn is we felt confident that if we ever had any issues with the item(s) that we purchased, that company and local store would work to make things right. Instead, we have been pinballed between their store and customer service line in much the same way wed expect to happen if we used an online retailer or lower end company. These customer service aspects are the exact selling points that the Pottery Barn store personnel use when attempting to generate a sale. Its clear thats nothing close to their actual culture.Id strong caution anyone using this company for a large, custom item to really do their due diligence prior and at the point of purchase and possibly look elsewhere to prevent a similar experience from happening to someone else.

Poor customer service. Poor quality product. The damaged furniture was delivered to my home 4 times. Called multiple times and requested quality control before the furniture is put on the track, but no results.

Unfortunately less than impressed. Purchased a leather sofa, horrific delivery service--item had scratches, was rushed AND had a hidden cut from execto knife on back cushion, which I discovered AFTER I signed off. Pottery Barn is unwilling to do anything about the cut and I am unable to purchase a replacement leather cover for cushion due to the dye lot and PB wont provide the option to repair it. So here I sit (literally) on a new sofa with a leather cushion that will rip open soon. Not even two months old. If you have tons of money--take your chances. Regardless beware that once you sign on the dotted line, its YOURS for the keeping without any support moving forward. Disheartening.

Purchased a very expensive Sumatra bedroom set and immediately started showing scratches from every time anything came in contact with them. The horizontal part of the bed itself looks like it would be furniture I picked up from the curb on garbage night. The wood and finish are so soft that if you touch your head to the headboard it will leave a scratch down past the finish. This set cost around $3500 and it looked trashed after a few weeks and now, a few years down the road, I have to throw it away and get a new set. We contacted Pottery Barn and were told they could sell us a new set at full price. Pottery Barn wont get any of my business ever again.

Great staff and super great bedding

Fun store to shop all year round.

Wife and daughter really like this place.

All sales associates love exploring w you your needs and how they can assist. I like that they have an inhouse designer.

A friend ordered an item listed as sustainably sourced, for my bridal shower. It is beautiful and I love it, but was disappointed in the packaging... There was SO much styrofoam and plastic. I wouldnt have anything shipped to me again unless Pottery Barn switches to eco-friendly packaging. Filling the dumpster with unrecyclable material in the name of purchasing something sustainable is totally backward.

Evelyn was an excellent sales person very friendly and helpful...

Too pricey $$$!!! But they do have beautiful merchandise.

Fun selection of assorted household items, from accessories to furniture.

I Always like shopping here. Prices are a bit higher the most places but the quality here shows in the products that you can purchase. The staff here is friendly.

Good styling over priced for the quality

Expensive. But I like the selection.

Love this place

Fun browse

Love this store

Nice things but pricey

Five star

Love, love, love!

Every interior designers dream

Helpful

Not good