Pottery Barn — Local services in Colorado Springs

Don't order furniture from this business!! My review only pertains to the order fulfillment side, and not the retail side - my experience with the store employees was generally fine.

On July 13, 2025 I ordered a full living room set including sofa, two chairs, coffee table, console table and end table. Initial delivery was estimated to be between November 12-26 as all pieces had to be delivered together.

On July 27 the two chairs were canceled with the explanation that "the order didn't drop properly" whatever that means. I reordered the chairs on July 28, which put delivery of the entire order out to November 29 - December 11.

On August 10 the second order of chairs was canceled because the vendor was unable to get the fabric. At this point I requested that the sofa be canceled as well, as there was no way to get matching sofa and chairs. Initially my request was denied as this was a "special order", but after escalation the sofa was canceled and I received a refund for that piece.

On August 12, the side table was canceled. However the coffee table and console table still showed active, ready to ship between August 3 - 17.

On September 2, I visited the store to find out why the coffee and console tables had not been delivered. I was told that the delivery team had attempted to contact me to schedule (a bold-faced lie) and that delivery had not been scheduled because the warehouse/delivery team was still waiting for the pieces that had been canceled. Ultimately I was told that delivery would now be scheduled for September 10.

On September 10 I took the day off from work ... and of course no delivery took place. I contacted Customer Service and was told that there was no delivery scheduled for September 10 or any other date. The agent scheduled delivery for September 17, which did occur.

On September 19 I wrote to the Area Manager by email describing my dissatisfaction and requested a refund of the $299 delivery charge as I had lost a full day of work and had more than enough frustration. As of today, October 4, I have not received any communication or follow up from Pottery Barn, so this review will appear everywhere I can post it . Additionally I am filing a complaint with the Better...

Let me start by saying that we have always loved this store. We’ve bought so many wonderful things here over the years, but we will be shopping elsewhere from now on. We’ve tried to be understanding with businesses because there are staffing shortages and running a business in a COVID world is challenging. However, if you are in the business of selling upscale furniture, you still need to make sure you have the staff that can suit the needs of your clients. It used to be that when you walked in here you were greeted by a friendly salesperson. Even if we weren’t ready to make a purchase that day, it meant something to be acknowledged. Lately, you walk in and no one greets you and as was the case, when my husband and I walked in ready to buy, with a tape measure and bookmarked catalog, no one said a word to us. We were there 20 minutes and no one bothered. We completely understand if everyone is helping customers, but there were three ladies behind a register just chatting. We walked the entire store and no one was around anywhere but that register. This is just not how they always did business here, but seems to be the norm now. I was about to go get an associate when I realized ARHAUS had opened a few doors down. I thought we could look there and come back to Potterybarn. We never returned. We were greeted instantly and we decided to spend our money there. We found so many amazing pieces for our new house. If someone would have at least said “Hello.” To us at PB, we would have bought with them, but the feeling is that they just don’t care. I would suggest shopping at where they do care: ARHAUS and Furniture Row where we had another really positive...

I don't ever write reviews but this deserves it. We have spent thousands of dollars at Pottery Barn and I AM DONE! We have now switched over to buying things from Restoration Hardware because their quality and customer service is far superior to Pottery Barn. I do not even know where to begin with the MANY problems we have encountered from PB. We spent thousands of dollars on some furniture that was damaged and it had to be replaced 3 different times. The delivery team was absolutely TERRIBLE. They were rude and didn't know how to install the furniture. They ended up damaging our table and our media console with the screws because they had no idea what they were doing. They spent over 3 hours in our house installing it and it still wasn't right! Our brand new hardwood floor was damage twice by their furniture delivery team, part of our floor has drill marks on it and other parts have scuffs from them dropping things. They will not pay to fix it! This is absurd and ridiculous!!! Our bench was not even attached to the screws and they fell out so the bench was not safe to sit on. Are you kidding me?!?! You pay high amounts for their stuff including 200 dollars in shipping and a delivery fee and this is what you get???? After spending hours on the phone with their customer service team I have had it. I never got a call back and had to explain things over and over and over after they transfer you 4 different times. They should be paying me for their terrible products and the way this was handled. I really like PB stuff but I just cannot ever shop here again after this nightmare! I have taken my business to RH and they...