potterybarn.com
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Pottery Barn: 403 - Restricted Access
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Pottery Barn
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Reviews (20)
Bright enough but limited adjustment…
Bright enough but limited adjustment angles.
Disappointed - low quality tableware
I spent quite a lot of money on tableware, the Cambria collection. The pieces are beautiful! Or, they were... unfortunately the first chip on the "chip-resistant" dishes came the first time they went in the dishwasher (and were stacked correctly and safely inside). Within six months the cutlery scratches and grey marks were worse than the 30-year old set I was replacing. They look terrible. Next time I'll go to Walmart and save myself $1500.
Not the quality we expected
We purchased a custom Big Sur Square Arm Leather Right Arm Sofa with Wide Chaise Sectional in Statesville Molasses leather just over a year ago. We chose Pottery Barn because we believed we were investing in superior materials, craftsmanship, and long-term durability. Within the first year, the leather began showing significant and uneven surface deterioration — most noticeably on the chaise section. The finish has visibly lightened and broken down in irregular patches (see attached photos). This goes beyond normal aging or the typical patina leather develops over time; it appears to be premature surface breakdown. The sofa has been used gently in a low-traffic home and maintained according to Pottery Barn’s care guidelines. It remains structurally intact, but cosmetic durability is part of what customers expect when investing nearly $7,500 in a custom leather sectional. We did not purchase this piece expecting it to look visibly distressed within 12 months of normal use. We contacted Pottery Barn, submitted detailed photos, and requested assistance under warranty. No in-home inspection was conducted. The decision was based solely on the photos, and we were informed that this condition is considered “normal wear.” Our case was then closed without any offer of repair, replacement, or partial reimbursement. We respectfully but firmly disagree with that conclusion. When visible finish breakdown after one year is categorized as “normal,” it calls into question both the durability of the product and the company’s willingness to stand behind it. For a purchase of this magnitude, we expected a more thorough evaluation process and meaningful support. Had Pottery Barn worked with us toward a fair resolution, we would have remained loyal customers. As it stands, this experience has significantly impacted our confidence in the brand, and we would be hesitant to shop with Pottery Barn again. We’re sharing this so future buyers can better understand how durability expectations and “normal wear” may be interpreted.
NO customer service whatsoever
Decent goods but NO customer service. I had a complaint but it is totally impossible to get through. The phone lines go through immediately but nobody on the other end so you have no idea whether you should give up and ring off. The webchat is constantly busy - nobody available. There's no email address. So you have no recourse, no redress whatsoever. Zero customer service for when something isn't right. Don't bother shopping with them if you think you might need any assistance.
Company doesn't comply with consumer laws
I ordered 12 "heirloom" plates. They look rather elegant and delicate on the website. The plates are actually of very poor quality overall (greyish tone instead of white, very bulky) and more importantly they are defective: they are misshaped, so they don't sit flat and wobble. When I called the "customer service" issued a return slip by email. I opened it while still on the phone and saw that it didn't cover shipment for the return. When I said that they have to cover the cost of return the lady said "it is the company policy not to" and hung up. I emailed on the sale day, 6 February, clearly stating that I want to return the items due to these being faulty and that Pottery Barn must cover return costs under the Consumer Rights Act 2015, and asked that they arrange for the return. 15 March, I still have not received any response from Pottery Barn and no suggestion to solve the issue.
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About potterybarn.com
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potterybarn.com uses 4 technologies across their website including Google Analytics, Tealium, Microsoft Ads, and more.
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Google Analytics
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