I purchased the Turner leather sofa in April 2020 and have not received it. It has been 5 months and delivery has been pushed back two times now. Their excuse has been COVID delays and now they apparently cannot get the down filling for the cushions. I can understand COVID delays but the down filling material excuse floored me due to the fact they continue to promote their overpriced furniture lines. If they cannot fulfill an order placed over 5 months ago, how can they possibly continue to promote and advertise their “new” fall furniture lines? I love their design but cannot bring myself to order anything from them based on this experience. It is truly a shame because I planned to use their design services and fill my new house with Pottery Barn items. I am taking my business elsewhere.

Went there today. Saw a robe on the mark down shelf. Went to buy it. It ring up for 20% off. I mention the sign said 40% off. All the shelves on that case said 40% off. The sales person went over, got the sign and stated, it was for a different robe. How are you to know what is 40% and what is 20% when there is no 20% sign just 40%. Didnt buy went on my way.

Very nice things but on the expensive side. I bought a cocktail table for what I thought was too much money until I picked it up. It was of much higher quality than I had imagined. No complaints yet not for people on a tight budget

I received an order from Pottery Barn catalog that was broken. Product was discontinued online and in the catalog. So the catalog was unable to replace broken part or exchange for same item. Suggested I should call stores to see if they had any available.Enter David at the Indianapolis Keystone store, he was the epitome of customer service at a very busy time for the store.....a few days before Thanksgiving.Yesterday I received the package from PB delivered as he said. At a time when everyone is on edge and stressed, it was such a genuine pleasure to see how kindly a stranger from out of state could be treated.You should be commended on your work ethic! Many thanks, David!I will be visiting your store when in town from Traverse City.

The store and staff are wonderful, but products are poor quality. I custom ordered 2 leather Tyler chairs. When they arrived, the color of my chairs, Statesville Molasses, looked absolutely nothing like the leather chair in that color that was on display in the store. I bought them because of the style of the chair, and they were more affordable than Restoration Hardware, but now that I have them, they look so cheaply made. During COVID, it was predicted I would receive them in 3 months and they were delivered 3 weeks later than what was predicted.

Pottery Barn teen ... took 3 months for a bed / desk to arrive, only for it to be horribly damaged. Their manager of assembly said it was so badly damaged, they could not allow us to keep it ... for safety reasons. So, they unasymbled the bed / desk and took it back ... now without a bed / desk in the room since junk man collected the old furniture earlier that morning, lol. Customer service said they could not give an ETA on a new bed, but delivery driver said they typically see a new batch of this bed once every 3 months ... just enough units for the people who purchased 3 months ago. Great ... will update review if customer service can fix it. If not, hopefully we get a full refund. The bed / desk looked amazing though ... even the parts that were broken. Very excited family.

Not like it used to be just now looks like a satellite store minimal product.

Great place to update home decor... ✅👍

Awesome products, Daniel the designer had great suggestions for how to add and accent the pieces I currently owned.

If you’re thinking of shopping here, don’t. I’ve had the worst experience and service of my life. I ordered a couch in June, and it’s now November and I still don’t have it. They refuse to give me my money back or let me cancel the order because it’s in the process of being built...what couch takes 5 months to build? There’s clearly a supply chain issue here, and they are refusing to take responsibility for their vendors.

My mom and I walked in and we were the only ones in the store. There was a man and a woman working and they were chatting away. We got a few weird looks from them like we were eavesdropping lol. They didn’t acknowledge our existence otherwise, did not welcome us in, ask if we needed anything, absolutely nothing. For the prices in that store, the customer service was disgusting.

Be very careful when ordering from these guys online. They have a tendency to hide the shipping charges from you and when you thought a piece of furniture was going to be $600, they will unknowingly to you charge your card an addition $200 for white glove delivery and then refuse to take an responsibility whatsoever for billing you too much and say, you are welcome to return the item but they wont refund your shipping charge and they will not remove it from your billing either.

I dont know what Ive been doing buying cheap towels all of my life. Pottery Barn classic towels are soft, thirsty, beautiful and well worth the price. I will never buy cheap towels again. I also seriously upped my pillow game. All thanks to the remarkable patient, helpful and fun employee who helped me, Monica!

I ordered a patio sectional to be delivered to home as well as a rug and ottoman to be delivered to the store. I was contacted every other day via email or phone call about setting up a delivery date for the sectional about a week after I ordered. I didn’t want to have it delivered without having my rug down first so I wouldn’t have to deal with the hassle of moving the sectional to place the rug. When I called the store, they told me my ottoman was in but not my rug and that I should’ve received an email. I never did. This is where I gave Pottery Barn 2 stars...their customer service. Every time I called there to ask about my rug, EVERY single person I talked to got argumentative about me calling the store, they’d always say, “we’ll contact you!” I’d explain to them I didn’t get a notification regarding my ottoman thus why I’m calling. I had someone be so rude about not having my order number in front of me while I was at work. No one there seems to care about the customer that spent thousands of dollars. They made it seem like an inconvenience to receive the phone call. No one was helpful and downright rude. I once put one of the phone calls on speaker just so my husband could hear how rude they were being. He wanted to cancel our order. I read through some reviews and I agree with the customer service lacking. Management needs to train their employees better about how important customer service is. Our sectional is being delivered today and we will not be purchasing anything else from Pottery Barn.

Its pretty much like the catalog. Lots of pastel and white. Not much there that attracted my attention. Certainly nothing that I absolutely loved. Oh well. This seems to be the case for all mall experiences these days.

I love this place!! Such a beautiful selection!

We purchased a set of dishes a few years ago and theyve been extremely disappointing! We went to pottery barn for a more quality product and unfortunately its been the complete opposite. The dishes mark and scuff terribly, crack after dishwasher and get so hot in the microwave that you cant touch them. We have old dishes from targets that have held up better. Very disappointing!

The customer service for PB Teen online orders is subpar. It’s what I imagine Wal-Marts customer service would be.

Great designers, nice decor, but the online customer service is the worst. Ive had two instances where I returned an item that was purchased online to the local store, and both times I was mailed a merchandise credit instead of receiving a refund on my credit card. Both times I had receipts, and both times the store clerk did not alert me to this. I tried to call to resolve the issue, but it was a waste of time trying to navigate their horrible customer service.

On December 22nd the manager of pottery barn (brown hair, glasses older women) and an associate accused us of not picking up the gift we paid for and then said she called to say it wasn’t going to be delivered Bc it was missing a belt for the robe. So I was accused of not picking it up on time then Bc the email didn’t state that it needed to be picked up (I showed her the email) their story changed to something being wrong w the merchandise. The manager had no customer service skills or ability to professionally speak to customers. The manager (older lady w brown hair and glasses) was extremely rude and should not be dealing with customers. She doesn’t have the ability to think outside the box or offer solutions like a mature, store manager who puts people first would handle.

Great staff and selection. We always come to pottery barn for any furniture or lighting! They also do free in-home designs which help out a lot with the amount of properties we manage. You won’t be disappointed!

Had our wedding registry at pottery barn and were given a Donovan Glass 5-Light Pendant in 2016. Glass around blub exploded and when we called Pottery Barn customer service they refused to help us or transfer us to a supervisor. Would have expected this quality and customer service from Walmart for much less. If I could give zero stars I would.

I ordered a sofa from the store in June and I still am waiting for it 3 months later. After several inquiries which told me the delivery date was pushed back—I received an email today that the sofa is on backorder even further—they don’t let you cancel an order but they can keep you waiting for 4 months. Absolutely, never order from them again. Completely unacceptable! Clearly they have a problem with distribution. Every other furniture store delivered on time including West Elm.

I had a design consult out to our home. After meeting with her and placing a full order I became concerned about sizing and started measuring the pieces that I was told would fit in my space because it was done with CAD. After a couple of days I measured out all the pieces so I could see how the furniture would fit in my space. To my complete surprise the furniture was not going to fit like the CAD drawing showed. Pottery Barns sizes were off in their system on the sectional. After the designer realized the problem she said that it was their fault and I immediately had all the furniture canceled. Unfortunately, due to their policy the furniture could not be stopped even though it was not due to be delivered for another 6-8 weeks. I have spent several hours dealing with this. Even though my order was canceled I have continued to be billed for the items over the last two months. Each time I have to call Pottery Barn Customer Service to be refunded on each item. The store manager should have taken care of this issue themself and not put it on me.

Great store & employees. Things move around and change all the time as far as selection goes which I find very refreshing!

Denice was incredibly helpful!

The staff are super friendly. The store is huge. The place is organized. Honestly couldn’t ask any more of a Pottery Barn.

Betsy is a great designer.

Terrible and extremely unpleasant experience ever I had paid for four dining chairs 1.5 months ago, and still didnt get two of them.After one month from purchase, I was able to pick up just two chairs at the store and the manager said the rest two chairs were on the way from Dallas to be delivered on coming Wednesday. After two weeks from the day again, they keep telling me my chairs are still not ready for pick-up. It has been one and a half months now and they dont even tell me a date. So far from the purchase, Pottery Barn at the Keystone has not ever given me a call about the delivery. What I am unpleasant the most about is their attitude. NO ONE ever tried to be responsible for this problem. NO ONE ever tried to solve this problem.

We are still watiing on several items that we ordered months ago. Yes the quality is there but in this day and age - why does something take 2 months to arrive. We ordered it in January and it is mid march. Not only that but when I call - no one has any idea where my item is or when it will be arriving. They tell me they are unable to track it until it arrives. I am sorry but this company needs to do better especially for what they charge. If Amazon, target, walmart - major companies can track and locate items so easily and give you moment to moment updates - why cant pottery barn?!?! Wish I could cancel.

Hard to find sales staff to wait on you. Advertised 20% off any regular priced item. Bought twin sheets (made in China) for $119. Those wont included because of some obscure point.

Betsy at this location has a terrible attitude

Ha. Have I ever paid so much for something and had such a terrible customer experience? I had a custom order and was so frustrated with the experience that I almost started crying in the store. The sales people are nice. It took me two trips and 2.5 hours to get my order through.

Different but ok

Staff there were very accommodating. Nice drape selection.

Favorite place e to shop. Great sale on summer items

Very nice sales people, Always willing to help couldnt ask for more..And the store always looks AMAZING !!!!!

Pricey but always a fun shop to walk around

Some awesome furniture and lamps! Some items are very expensive though for what they are.

They have everything from yard ornaments to household items

Great store for fresh ideas

Staff was not the most pleasant, tried getting help but was practically pushed off for them to talk among themselves.

It was small & not much at this stote.

Nice location, standard Pottery Barn.

Unique stuff.

Boring.... No color!

Good stuff

Friendly staff