Pottery Barn 3195 28th Street Southeast, Grand Rapids, MI 49512

"DO NOT ORDER FURNITURE FROM POTTERY BARN!!! We have spent almost $7,000 on various furniture items for our new home over the course of the last 5 months, all of which have posed issues and been difficult to obtain. We ordered a dining table and chairs and waited months for it, and finally, when delivery was scheduled, the delivery company did not show up. We had to call PB several times and they told us we needed to work with the third party delivery company. Our table and benches were finally delivered although the app still shows their in process. We also ordered a $2,000 leather arm chair on 11/27/23 and the delivery date keeps moving out - it is now May 15th! We have called and tried to cancel and have been hung up on, mislead and told we'd receive a refund, only to receive an email stating our item cannot be cancelled and is in transit. Lastly, we ordered a $1,000 stroller on PB Kids on 1/29 and it has yet to arrive an entire month later. We are also in process of cancelling this item and have not yet received a refund. I attempted to call customer service AGAIN today and was placed on hold while my issues were researched only to be disconnected while on hold with no call back. We will be filing a dispute with our credit card company in an attempt to receive our money back, but overall, our experience has been HORRIBLE with this company and I will never order a single item from them again despite the hype and alleged quality of their products. I will be shocked if this company does not go out of business in the next year."

"I ordered furniture 2.5 months ago, it was promised about 2 months ago, is still not here. My couch that is paid for sitting at the warehouse here in Grand Rapids is being held, they refuse to deliver it, which I said I would pick up, “oh no we can’t do that”. There is a serious problem within that company. Save yourself the stress and shop elsewhere"

"I ordered a custom sofa and two chairs totaling over $8000. After waiting 5 months, only the sofa arrived, and it was delivered uncovered and extremely dirty. I refused the delivery and sought resolution. For 12 days, I've been calling Pottery Barn, but all I get are conflicting promises and rude treatment from the case manager. Pottery Barn has done nothing to correct this mistake, causing significant inconvenience. I've had to cancel numerous events and gatherings in my home. What matters is how a business handles its mistakes and treats customers. I simply want a refund to buy furniture elsewhere and I'm struggling to obtain it. I called the local store and they are not willing to help. Stay away from pottery barn, I am very disappointed!!!"

"Terrible customer service. Delivered the wrong item. The local Pottery Barn store would not exchange it because it ordered from their website. Delivery of the correct item was delayed by 2.5 months. I spent 30 minutes with their “customer service” which said they would not offer any refund and would not expedite the order. They do not have customer service managers to speak with, just agents who apparently can’t help. I suggest shopping elsewhere."

"I bought six of these stools and after six weeks the rubber on the bottoms of the chairs cracked and broke off, couldn’t believe it because I paid approximately 200.00 for each stool. I called and was told they would contact me by email the next week, they never did. I called again and was reassured they were working on it and would contact me, again nothing. I have replaced all the sliders on the bottom of the chairs. Very disappointed with the quality and service of the Pottery Barn!"