"Wow! Purchased a headboard from PB. The piece is lovely. HOWEVER!! when we ordered, we were not told we needed a 'kit' to make it fit a frame only...it's made to join ONLY to their whole bed. Even for their own metal frame, you need a 'kit'. The guys came to do 'white glove' install, and could do NOTHING, since we did not have a 'kit'. Bought a kit online after the fact. Tried to do it ourselves, and had to jury-rig it something fierce. Good thing my husband's good with a hand drill. The headboard is up and the PB duvet we got with it is gorgeous. BUT NOW... I purchased some shams to coordinate on sale. So flimsy, I can't believe it. If I had paid full price, I would not have even opened the second one, but since I got them half price, I took 'em for a test drive. As I ripped off the tag (to be removed only by purchaser), it ripped off the binding on the sham!! Seriously!! They are cheap, cheap, cheap. I went to PB website to review the product, only to find you can't review anything in PB's website. We are pretty new to PB, as it has been out of our price range generally. Will probably pass on it in the future."

"We ordered a Halloween costume in September to ensure it would be received before Halloween. We received a confirmation and then 2weeks later they informed us that they were out. With less than two weeks till Halloween!!!!! Their solution to This egregious act was a 10% discount! Seriously!!! They sent us a confirmation and waited weeks!!!! So unprofessional "

"High prices and deplorable service; a deadly combination. How do these clowns stay in business? "

"I ordered a personalized Bath Wrap set for a family friend, asked for it to gift wrapped and sent to PA (I live in NJ). After a week, I tried to track my order and the delivery date was listed as "Unavailable". I assumed the personalization and gift wrap would take a few days but I sent a note to Cust Service just to be sure. They were very prompt in getting back to me to say the warehouse was behind but the order should ship in 3-4 days. Next week…no shipment so emailed C/S again - same response, warehouse backlogged, will ship in 5-9 days. Next week, no shipment, tried to call C/S - on hold for 15 minutes, TWICE! Sent another email - said either ship the order or give me a refund. Response from C/S: refund requested. Next week - no refund, no shipment. Yet another e-mail: what is going over there? what happened to my order? why did you charge me BEFORE you shipped it? And finally, please do not send me another general response, I want to know what went wrong with this order….

Needless to say, very nice responses from C/S but no info, no explanation and, yes the order will ship in 5-9 business days. HELLO!!! I want a refund I am so embarrassed that this newborn gift was not sent to our family friend.

I will NEVER buy from them again….they cannot track their orders, they charge before they ship, the C/S people are pleasant but could not answer any questions…."

"I had the pleasure of shopping in Burlington VT. The associate that helped me, Carrie was a delight. I had purchased quite a bit and then was very concerned about how I was going to get everything home. She immediately took charge, shipped everything for me and make my shopping experience such a pleasure. Excellent customer service, that's why I enjoy shopping Pottery Barn."

"First of all....love their stuff and the folks(Deborah, Designer, Jessica and Charles, managers) at my local store (Roswell Road, East Cobb, Marietta, GA) They ALWAYS go out of their way to make sure I'm happy. Although they're busy, they unfailingly are courteous, knowledgeable helpful and accommodating.

This is a reminder to always check with your local store before buying anything online. Online the Sicily console was on clearance for $399.00, $40 shipping, $40 surcharge and $33.60 tax for a total of $513.59. Went to "my" store and the same table was $319.97 - $48.00 (catalog promotion trans 15% off), $16.32 local merchandise tax, shipped to store (no shipping fee and no surcharge). Total cost from my store for the same item: $288.29....a savings of $225.30 on a table that was originally sold for $799.99!! But wait there's more! I went home, found a $25 off coupon, called store and they said, "no problem". They returned the purchase I had previously made and then ran it through again with the additional $25 discount!! True, I have to go back to the store to pick it up when it arrives but I think I can manage!! ALWAYS check with your local store before ordering online and make friends with the sales staff????

I LOVE Pottery Barn!!"

"I wanted to commend Betty at the Rancho Cucamonga Store. She always gives my daughter-in-law and me exceptional customer service. We've been shopping at the store for over 3 years now and she is our " go to" person. If the store does not have a product in stock she diligently finds it at another store and has it sent asap to the Rancho store for pick up. She is always friendly and assists with decorating ideas. "

"Will not business with company anymore. Promotions and prices suck. Free shipping are a lie."

"Pottery Barn forgot twice to apply the loyalty reward. They sent me from their customer service to their bank (community). They all agreed something went wrong, but no one could take ownership to make the decision to solve the matter.
The customer service is appalling, very impersonal. It is organized in such a way that you cannot have a confirmation email of your call, not escalate. Very disappointing. I like the products but distrust completely the service.
I ordered on May 25. Still not solved on September 17 "

"In a world with great customer service (Amazon, Wayfair, Boscov's), I will not order anything from Pottery Barn again. They cannot alter shipments, even one day later. I was told to reorder the item (to apply a coupon) because they could not apply 12 hours after I ordered. They tried to charge me for shipping. ($60.00) on this original item. The reason for the return was because of their limited ability to alter orders. After a long time on the phone, the kind service rep agreed to give me a gift card for this charge , but now I have to shop at this store to use it. NOT A FAN!"

"I had been looking for a new bed-frame for a while. I finally found one that I liked from the Pottery Barn. I went into their store at the FlatIron Crossing Mall and saw that they had a floor model of it which made me want it even more. I asked for a quote of the exact model off the floor and they quoted me $1,300. I went off to look at a couple different beds at other stores. The next day (5/24/15) I was back and had decided to purchase it, even though it was a little more money than I wanted to spend. I waited around for about an hour just walking around the store while they put the order through, when I hear my name. The manager told me that the woman helping me both days not only put the order in wrong that she quoted me wrong and if I wanted the bed it was going to be $1,600. After spending an hour in the store, I said fine I didn't care. After another hour in the store the order was finally finished correctly. I asked when I should be receiving the bed, they said probably around 7/15/15. 7/15/15 came and went and I called Pottery Barn, they said they weren't sure where my bed was but I should get a call probably around 7/23/15. 7/23/15 came and went. I called again and they said again they weren't sure where the bed was, but I should hear something by the end of the month. Finally on 7/27/15, I received a call (more than a month later) asking when they could deliver. We agreed on 7/1/15 and my husband and I went about taking our old bed-frame apart and making the room ready for the new bed-frame and also decided my husband would stay home from work for the delivery. By this time, I had already received the bill from Pottery Barn, without even having the bed. While at work, I received the phone call that the delivery men were ahead of schedule and could come in 30 min to delivery my headboard which I was fine with. After I got off the phone, I wondered why the delivery man said head board and not bed-frame. I called the 1-800 number and asked Pottery Barn what exactly is being delivered and they told me only the head board. I asked them where the rest was and once again they said they weren't sure and I might receive it on 7/25/15. I was stunned, that would mean that Pottery Barn was expecting full payment on this bed before I actually received it and 2 full months would go by since the order. I hung up and told my husband to decline the head board and went off to a meeting at work. After my meeting, I noticed that I had a message on my phone. The message stated how sorry Pottery Barn was and that I should be receiving my full bed-frame by 8/5/15. What happened in the last hour that 7/25 went to 8/5? I called up Pottery Barn again and explained this whole situation from start to finish, not leaving a detail out. I said because of all this I do not want the bed. The person on the phone was very nonchalant about the whole thing and said he would get me a refund. I actually expected that they would try to make the situation right, but they didn't. I proceeded to ask him, "I know this whole ordeal is not your fault and I am not trying to sound mean, but everyone at the Pottery Barn seems fine with this situation and I want to know if this happens a lot." He told me it didn't happen often and it is a very unique case. I got my refund and hung up the phone. Since friends/acquaintances new I was getting a new bed, they started asking about it. I told them my story and believe it or not, people told me if they knew I was getting it from the Pottery Barn, they would have warned me. I have now heard 3 different stories of people stating the same thing happened to them. I will never again shop at the Pottery Barn."

"I've been buying PB furniture for over a decade and must have spent over 30K in this store. I like their style and I furnished my previous house almost exclusively on their furniture. But over the years I did notice the disturbing trend of decreasing quality of furniture, delivery, and customer service. Now their furniture is not much better than ikea; the delivery absolutely sucks, and customer service is NON-EXISTENT.

Here's what happened with my latest purchase. I ordered an outdoor dining set with "white glove delivery". The delivery guys left the dining table assembled with packing material screwed in, which means I'd have to dissemble everything, take out the packing, and then put everything back together. But that's nothing comparing to what they did other than the PB furniture. THEY DESTROYED MY GARDEN DOOR. The opening is small, so the furniture had to be carried over the top of the door to get in, but they didn't want to do that. Apparently they just forced the door to open wider, causing all hinges to be dislocatd. It cost $425 to repair, not to mention the hassle of hiring a handyman etc.. The insurer of the shipping company offered a ridiculous $50 which I refused to take. PB did nothing to remedy the situation despite my repeated calls. I spoke with 5+ representatives and a couple of managers at PB. Their attitude is basically: hey it's your problem. But I wasn't the one picking such a lousy shipping company! And PB charged me over $300 for the shipping!

OK now the second part. One of the dining chairs CRACKED after one week's use. I called PB and sent the photo of the damaged chair. That was one week ago and so far I heard nothing back from them. Called and emailed again yesterday and today, and was told "the case is waiting for a response from a manager". When I asked to speak with a manager, they actually told me "no". They'll have to set up a "sup-call-back". I have no confidence that the broken chair issue could be satisfactorily resolved.

PB is not what it used to be. Now it is an IKEA, with much worse customer service, and a much higher price tag. I can find no reason to shop in this store ever again."

"I bought a white PB Cameron Kids 3 shelf bookcase and assembled it 1 week ago. It was shipped to us promptly, it fit together perfectly using a simple allen wrench (provided) and a screw driver. It looks great and is very sturdy.

Beware though! Parts of it are hardwood, parts are vinyl covered particle board. It emits a VERY strong chemical odor, even after sitting for a week in a well ventilated room. (The chemicals used in particle board and in vinyl are often very toxic, sometimes carcinogenic, especially those manufactured in China.) I could not find customer reviews on Pottery Barn's site...perhaps there's a reason.

I wish I'd placed the un-assembled components out in the hot sun for a few days before assembling...I'm going to try washing the bookcase down with a baking soda solution to see if that will help. I would not place it in a children's room. I suspect Pottery Barn Kid's matching pieces of furniture would have this same off-gassing problem. I'd rate it 5 for appearance, ease of assembly, and quick shipping, But would deduct 2 points for the off-gassing problem,. "

"I love the Pottery Barn. Exquisite layout, incredible service, amazing products."

"Terrible experience. Horrible product. Purchased a $360 media chair that took 2 months to get delivered (missed my daughters bday). Couldn't get accurate delivery date for a month. When the chair finally got to me I was extremely disappointed. It is a piece of junk bean bag that is too small for her. The filling is already coming out and it's been here about a week. Never purchasing from them again"