We have bought two of these Manhattan Leather Recliners in the past 4 years. We had one of them replaced once the the other replaced twice. Im a 215lb man and the bottom support beam has broken again just under 1 year for the 2nd replacement chair. We called Pottery Barn and they told us that there is nothing they can do for us. These chairs cost $2000 each and are made very cheap and is low quality. I have been a loyal PB customer and as of today, they will not see any new business from my family at all. IKEA furniture last longer then PB. Do not buy PB furniture!!

Beautiful furniture, rugs, decor, and accessories. Pricey but with a splurge on quality.

Went into Pottery Barn today to look at rockers for my daughters nursery. We were helped by Paige who gave us detailed information on fabric choices available, the amount of time custom orders and quick ship orders would take. Paige asked questions about the nursery colors in order to help with decision making. Paige also was aware of her inventory as well as sales. The customer service we received was superior and the reason Pottery Barn continues to rise above their competitors.Thanks Paige, a satisfied customer.

TL;DR:- Mika Malli will help you out- PotteryBarn needs to get their dimension measurements fixed, expect a variance of even 3 Be very careful of what you order.- PotteryBarn Customer Service on the phone is a hit or missMika Malli helped me out today, and Im super thankful. I came in a bad mood that I tried so hard to keep down. I just got furniture white-glove delivered to my house, only to find that the measurements on the website were off (website said 57, desks were 60. My wall is 119, and so 2 60 desks did not fit by a frustrating difference of an inch, when I expected a gap!) I called customer service; the first person offered to replace them, and I said I have two of these desks, and theyre BOTH 60 in either dimension, NOT 57, I dont think replacing them will work? And then they just hung up.So I called customer service again; this person said that I could order something else and theyll coordinate the delivery of new furniture with picking up the off-size furniture; I needed time to confirm what I would order, so they said to call when Im ready. (At this point, with the stress of life and just trying to have something nice, I had to cry.)So as I browsed, I couldnt trust the measurements on the website. Was a desk really 30, or 33? I saw discrepancies of 1.5 in their reported measurements in collections that I could tell were all the same height *Dolores collection is a great example of this 30-31.5 discrepancy.So I called customer service for more product information, only to realize that they were just reading off the website. Then I called the closest store to me (Roseville) and they told me to come in for a room planning appointment same day. So I did.Mika heard me out, and was so transparent and caring. She knew what I wanted and needed. She was skilled in communicating to the PotteryBarn Customer Service rep (...sorry, more like, she knew how messed up it could be, and handled it like a boss that she was.) So, seriously, HATS off to her.It was frightening to find out that the first customer service person I called, still put in a replacement order for ONE desk, when I had TWO, and, I did not want that replacement.All hope sits with Mika now. Im really thankful and just, want my office set up with transparent communication on whats going on. Its been 2 months of me and my trusty IKEA desk from 2017.This all really mattered to me because its my first home, and I wanted to furnish it with something other than IKEA and secondhand pieces for once. After a few days of comparing options, deciding on one, waiting for two weeks for my Pottery Barn credit card, and a 2 month wait on the furniture, one randomly cancelled delivery on their part, some customer service calls requesting transparency so I dont waste my time again, I received my furniture today, white glove delivery. Given the price, the planning, and the waiting, my heart just broke. And I definitely did not do a mistake on measuring. My job requires me to distinguish a difference of 2 degrees between dissimilar shapes; I incorrectly assumed that my wall was a proper 120--it was 119, but regardless, two 57 desks SHOULD have fit. My spouse remembered me saying Hey, Im thinking these, but there might be this awkward 6 gap, but whatever? Funny that there was no gap even.

I have good experiences with Pottery Barn most of the time. I dont like calling their customer service line. They either cant hear me on the line, dont answer the phone at all, or take awhile on the phone to process anything. Their product quality isnt the same as it used to be years ago. Recently I ordered two pendants. One was very warped which I noticed once it was hung. I waited a day and when I came downstairs and saw the pendant I was livid. It was cracked! The quality of these pendants was very poor. Not only was it warped, the joints were welded in a very haphazard way. Because it was warped it torqued the glass and after being hung up, it cracked. When we tried to return them it took so much convincing because pottery barn doesnt stand by their pendant and chandelier products after they have been hung. I do appreciate that after some talking to, the PB employees finally saw the situation for what it was, poorly constructed pendants. Thank you Pottery Barn.

They are too busy to wait on customers. I especially dont like when employees race around the store and run into you or cut you off. Not the shopping experience Im looking for.

Maybe Im too poor to understand why someone would pay $250 for a canvas print. Nothing here is affordable in any way.

It’s always nice to come around and see new arrivals ! Costumer service is amazing

I read the review and knew better but went ahead and ordered a couch from Pottery Barn. The couch was due to arrive about 8 weeks after I ordered, then it was delayed for another month, then delayed again. Then to my surprise it came a couple weeks earlier than the second delay suggested! Cool right? No! When the movers brought it in and set it up it was two different colors and textures🤪. So I call the rep at sutter street who actually makes pottery barns couches and she says she will replace the whole cover since half of its doesn’t match the other half. So I asked, since they have to replace the whole cover, and it was their fault, and i had waited for it for so long, if I can order a different color. She said I would have to call pottery barn and get approval but if they approved it she could do it. Well this is where my really bad experience comes in. I talked with different people I was on the phone with one girl who just kept repeating the same thing over and over. I told her I get it and she repeated it again. Three times she told me I could talk to a supervisor three times I waited over 10 min and three times she came back on the phone spewing the same stuff she had just said. I never got to speak with a supervisor. I’m not really sure there are any supervisors there. I have been offered to talk to them several other phone calls and they never came to the phone yet I was told they were the only ones who could approve the color change. Eventually the color change was ordered. I was so excited!! I had the email it would be a few months but they were sending the color I wanted. I was so happy!! Then a month or so before my slip cover is to arrive I get a slipcover in the original color🙄. I remember the lady at Sutter saying I would have to send that one back. No problem. I haven’t even opened the package because I know it’s going back, the other one is due to arrive March 10. Then Feb 11th, I check on my order, it was cancelled Jan 3rd. I call. I asked for the supervisor after talking to another girl that talks over you in the middle of you explaining what is going on. She says she can get me a supervisor. Lol! (I’ve been here before! ) So I wait 10 min. then I just hang up!! YOU WIN POTTERY BARN! You won the battle but lost the war!! I will never shop with you again!! I should have listened to the reviews!! Your customer service is horrible. Your supervisors are unicorns. You sent out mismatched slip cover, you could have easily approved a color change, made me happy, and had a customer for life. BUT YOU DIDN’T!!

Outstanding, personal are kind and extremely helpful. This is our first stop when we go shopping.

I love this store! The customer service is always excellent and the employees are so helpful and knowledgeable. I forgot the name of the woman helping me out today with sofa pillows (associate #348386) but she was amazing! I have a very large sectional couch and have had the hardest time coordinating pillows. I finally asked for help and she ran all over the store, pulled some pillows from back stock and created a looked I loved to the tee! I’m so happy with my purchase and can’t wait to set it up in my home! Thank you!

I cannot comment on my leather swivel chairs, because their arrival to the USA has been delayed three times!! I’m told “it’s the vendor”.I agree with a previous reviewer... why don’t I just buy them online directly from a ‘vendor’?You would think placing an order in August would insure delivery by Thanksgiving... nope, not at Pottery Barn.

Great customer service. Alex is very helpful, he was on his way out and the store was practically closed and he still was able to get us everything we wanted. The future here is gorgeous and good quality.

Great Service, Friendly People, Safe Environment, and Lovely Items

Bought a gray Buchanan roll arm sofa. Yesterday, Pottery Barn delivered a tan chaise. I said Thats not what I ordered. They put it back on the truck. Called customer service and was on hold for an hour. Gave up and called Pottery Barn shipping and they said the vendor sent the wrong couch. Said they would re-order the couch that Ive waited a month for already. Got an email said it will be 7 weeks until the replacement couch will arrive. WTH.

Purchased draperies and returned. Pottery barn authorized and recognized the return but after nearly 3 months they have failed to return my money despite the fact they have the draperies. I have 3 months of phone calls and emails with a bunch of robotic fake apologies for the inconvenience stating they are working on it meanwhile they keep my money. They are thieves. I’ll never purchase anything from them again.

We purchased the indio dining set. 8 chairs, table and bench. We love the look, unfortunately the table was cracking within a couple months. Pottery barn was awesome getting the replacement table right out. Within 2 months again we are having the same problem and the chairs are showing signs of the same. We love the look of the set and are giving it one more shot. Chairs were delivered and table was following with pick up of table and chairs. When pottery barn delivery arrived we were told that the order did not include chair pick up so now we are stuck with 8 chairs to store through the summer(8 weeks!) until they can retrieve. Get it together pottery barn!

My wife and I ordered some pendant lights. We ordered one large and two smaller ones. They first sent us the large one because the two small ones were on back order. We finally received the two smaller pendants and they came with different ceiling plates. I called customer service and explained to them in detail what I needed. I also spoke to a lead supervisor to explain to them that we needed them to send us the pendant light with the smaller ceiling plate which we had already installed. I just received the order and they sent me the incorrect ceiling plate which I already had. I am very disappointed in their customer service and their follow through because they told me that the warehouse had checked and verified that it was going to be the smaller ceiling plate. At this point we are going to have to uninstall the first pendant light and remove the ceiling plate and reinstall both of them with matching ceiling plates. Not only it was an inconvenience but it shows their lack of quality control.

Beautiful merchandise but quality seems to be going lower than it once was. 5 star for appearance, 3 star for price/quality ratio.

So disappointed with our chairs. And white glove service was refunded because they never opened a package. Our furniture was so inferior it rocks on its spindly legs like rocking chairs. Returning the items has been like pulling teeth. I have spent almost a whole work day on the phone with these in home tier one workers. Never a manager to be had. Only way I got a store manager was to threaten to go into a showroom and lose my cool. I wish Pottery Barn stuck with pots.

Great products, but pricey. Sales are a joke. When they offer 20% off any one item, the item I want Always seems to be on “backorder” which is excluded from sale. Then miraculously the backorder item is now available the next day. This company plays games with their sales. Overall the store is lovely, but the staff is SO rude. They clearly aren’t held accountable for customer service, they just don’t care to be pleasant. I shop here regularly- not sure why I tolerate it.

Ordered a couch and it was more than a month delayed in arriving. Getting help from customer service was a total pain. Basically the reason I got for the delay was It looks like the vendor hasnt put it on a container ship in Asia yet. Honestly, Pottery Barn, I dont know why I bothered with you as a middle man instead of just buying direct from the same Asian manufactures you do online.Pottery Barn is not particularly cheap and its sure as heck not stylish and modern.Why did I bother?

Nice furniture, but very pricey. Nice employees here who are helpful once you get their attention.

We are in the market for new furniture and were very impressed with their help and not being pressured to buy.

Great place👍Great service 👍Great quality of products👍

Price is high, but the product quality is not good enough 😓. Bought a bedroom set last month, not even a month the finishing is already peeled of. So disappointed..

Products are great, prices a little high, service is consistently terrible! You could die and they would walk over you. Good luck....

Great gifts available. Exceptional merchandise

Always lots of overpriced merchandise here. We go here for decorating ideas, but have never purchased anything. You can find just about everything on Amazon for much less!

Bought $220 sheets here last year and they already have holes in them.

Great place...a little pricey, but oh well!

Everything is great except their prices

Asked an employee a question and she told me I don’t know go ask someone else. What!?

Cant afford it but Live to look at the stuff

Great salesman and beautiful store

Cool place!

Like the style

Beautiful store

Love it here