Pottery Barn

Lisa Smith

Absolutely terrible customer service by staff and management at location and Pottery Barns customer service lines. Give your business to a company that appreciates customers.

Aidan Birmingham

Pottery Barn offered some of the absolute worst customer service I have ever experienced. If I could give zero stars, I would. We ordered a crib for our son at the beginning of October because it said it would be here in November, before our baby was born. Then the order was pushed back to December, then later in December, then January, then February. We were never informed about shipping delays until we called the store multiple times to ask what was going on. In February, we finally got an email about setting up a time for delivery. I called the number PB provided. They then sent me to a third party deliver company, which was fine. After being transferred to them, the delivery company informed me that PB had transferred us to the incorrect location for our area. They then transferred me to 4 different delivery locations because they couldn’t figure out which one delivered to my area. By the time I got to speak to the last location, they informed me that they don’t even deliver Pottery Barn and haven’t for 6 years. I then called PB back and let them know and asked for a way to set up delivery AGAIN. They then informed me that the status of “ready to be delivered”, was incorrect and that our order had actually been CANCELLED because they lost it!!! They then informed me that they had reordered a new one for us a week prior, without even telling us about it! We were never informed that it was lost, cancelled, or reordered. We finally ended up cancelling the entire thing all together because the new crib wasn’t supposed to come in until the end of April! (Which probably wouldn’t have even happened anyway). Highly regret ordering from Pottery Barn in the first place and wish we had ordered from somewhere else. That would have saved us from this entire mess and leaving our son without a crib for two months. Will definitely never be ordering from them again.

Connie Lohr

We ordered several pieces of furniture from Pottery Barn at the end of February. The “in stock” items (six items) finally arrived Tuesday, March 31st. Three of the six were damaged. One was a kitchen table with a big crack and a piece out of the edge. They tried to talk me into taking it if it could be fixed. I was not about to take a “fixed” damaged table. Now it will be (hopefully) June before a new table is available. Today, I received a box from Pottery Barn. It was an end table I ordered that needed assembled. It was like I ordered from Wayfair or Amazon. I was not expecting it to be delivered to our house, let alone not assembled. I thought it was to be delivered to the store and I was to pick it up there...assembled. It also has issues and will be returned. Now of the seven pieces received, I kept three (hutch and two bar stools). Our family discussed returning everything and buying furniture from someplace where the quality is better. Pottery Barn is no longer offering sales because of COVID, but I feel like their quality is suffering and not worth the money. The prices are not cheap, but to have four pieces out of seven not acceptable is a real issue. Very disappointed. Not sure our next step. Update...Saturday, April 2nd, I was redelivered another cracked stool, table which had been cracked and supposedly repaired (didn’t have them unload it) and the repaired bench. I had told Pottery Barn’s customer service I would not take the repaired table, but they tried to redeliver it anyway. I declined everything. Not sure why I had so many issues. I am sure this can’t be normal, but terribly disappointed.

Natalie Foster

This Pottery Barn location has the absolute worst service of any retail store I have ever experienced. I have been in the store twice now to purchase a large custom furniture order and at no point has any sales associate acknowledged my presence. The first experience was on a Saturday afternoon, I understand that this is most likely one of their high volume times and help is spread thin. The second trip was on a Wednesday at 5pm and there were at least 7 sales associates on the floor with only 3 other customers in the store, again not even a "welcome in, is there anything I can help you with today?". This store is the epitome of Johnson County, Kansas behavior. Pretty sad when their neighbors on both sides; RH and Arhaus are much more welcoming into their stores.