Review Time
The benchwright sea drift finish is horrible! It chips sooooooo easily. You would think it would be quality since it’s pottery barn and for a kitchen table, but it chips away each time I even touch the table. Please trust me. We got the first one replaced and the second one isn’t even better. To top it off, pottery barn will not give us another replacement (they said it took us too long to submit the request but it was during the holidays when I needed the table the most). I’d also like to share that if you get the benchwright straight leg kitchen table, the bench does not even fit!
In December I ordered three chairs. Wrong chairs were sent. One month later still didn't have replacements. This week was notified one chair was being delivered, not three. Called for resolution. They admitted the mistake and stated the two other chairs could be sent out in April. Cancelled everything. Tonight I found out they only cancelled two and are scheduled to send the one remaining to the wrong address. WOW! Will never shop at Pottery Barn..ever.
I ordered a rug for my dining room to coordinate with one in my living room on 11/5/25, with an estimated delivery of 11/24. However, on 11/23, I was informed of a delay, pushing the delivery to 2/6/26. When I contacted the support team, they offered a $60 refund upon delivery, but I had to pay for the rug upfront. On 1/10, I received another delay notice, now set for 3/27/26. The customer service provided no clear explanation for the delays. The website now indicates a delivery date of 7/27/26. The representative assured me my order wouldn't take that long but couldn't confirm. I inquired about additional compensation for the inconvenience, only to be told that it would be addressed when the rug arrived. When I asked about compensation for canceling the order, I learned I would receive nothing beyond a refund of what I’ve already paid. Extremely poor customer service! Avoid ordering items that aren't in stock!
I ordered an item online, but the shipping costs were high and the delivery was delayed beyond the expected date. I contacted customer support to add a protection plan to my order while still within the return and exchange period. I was informed that adding protection plans after the initial purchase was not possible, which wasn’t mentioned on the website. The customer chat support representative claimed that leadership would approve a full refund (including return shipping as a one-time exception), but would not allow the addition of the protection plan, which was my main request. As someone who works in customer support, I find it frustrating that customers are pushed to return items instead of being given the option to invest more in protecting their purchases. This experience has made me reconsider being a repeat customer. I urge the company to improve their policies and consider my request to add a protection plan to avoid further negative feedback.
I had a very disappointing experience at a local store. I placed an online order for in-store pickup. Upon arrival, instead of a warm greeting, an employee shouted from across the store, asking if I needed help. When I mentioned I was there for a pickup, she yelled back for my name, forcing me to shout it out. This behavior felt completely unprofessional.
She eventually returned with my items, dropped them on the counter, and casually mentioned I would need to make two trips because one box was heavy, then walked away. As a 71-year-old woman, I struggled to manage the boxes and open the heavy door without any assistance from her. Thankfully, a kind customer stepped in to help.
Moreover, despite the instructions I received during the purchase, she never verified my identity or asked for any proof of purchase. Her lack of basic courtesy and professionalism was concerning.
Throughout the interaction, she showed no friendliness or respect, which was disappointing compared to my experiences with other companies where customer service is a priority. This incident has made me reconsider shopping at this store in the future or recommending it to others.
I placed an order for a duvet and shams totaling $416. Upon receiving the confirmation email, I was informed that these items would not arrive for three months! They charged my credit card for something that seemingly doesn't exist yet, and this is nearly at the end of the 90-day period for credit card disputes. The online platform does not allow for cancellation requests. I called and asked for a callback from the support team. They returned my call after ten minutes, only to play holiday music for two full minutes before I hung up. I called again and waited for a representative. While the representative was very kind, I learned that the company requires them to send an email to corporate to request the cancellation of an item that won't ship for three months!? I never received any confirmation that this was done. After waiting 24 hours, I'm now escalating this with my credit card provider. I will not be ordering from this company again. I've been a loyal customer for decades and am saddened by this experience, especially since I loved their duvet and sham design. Very disappointed that they seem to have lost their way.
I purchased a table for a significant amount, and it took four months to arrive. After just one dinner, a tiny drop of candle wax stained the surface, and nothing I tried could remove it. The support team seemed clueless about the product's durability, and one representative even hung up on me. It's shocking that a dining table can't handle a bit of wax! When I inquired about spills like red wine, I was told to clean it up quickly. The finish is far less resilient than my kitchen countertop.
I placed an order on November 16, and as of today (December 3), the website indicates an estimated delivery date of December 5-9. This seems impossible since it also mentions that the item is backordered and not in stock. It's misleading not to update the delivery date or inform me about the backorder status. When I reached out via automated chat, the bot explained that the displayed date is when they expect the item back in stock, not the delivery date. However, when I spoke with a live representative, they assured me the chair would arrive by December 5-9. Today is December 3, and it's still not back in stock, let alone shipped or delivered. Even though I ordered on November 16, I have no idea if it will arrive in time for Christmas. I will not order from the company again.
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