Pottery Barn — Local services in Fairfax

Purchased a nursery chair online for my daughter back in November 2024- stated it was in stock at a local store in Maryland. Had an estimated date of dec around Christmas. It’s now the beginning of march and we have yet to receive our chair. We have made numerous calls to customer service & all they can do is be apologetic for our experience but that’s as far as it goes. We were suppose to get a follow up call after new years- never received one. We tried to cancel the order numerous times and were told we aren’t able to until the chair is here at the warehouse. In February we finally got an update that it had left the warehouse in China and was being shipped by boat and that’s why we can’t cancel our Order and it takes two months for it to arrive to the US. All the other times we called, we never had that update. As of feb 28, it was finally here at a local warehouse like 15 minutes from my house. It’s sat there until today we called and said we have to contact the warehouse house ( which we never were given a number for ) to make arrangements for delivery. Not one email , no calls, nothing to let us know our order was even here in the states and what the next steps are. We just happened to look at it. We asked to speak to a supervisor, and the supervisor wouldn’t speak to us. Just had the rep relay the message and told us if we want to speak to a manager we have to wait another 30 minutes in Que.This has been the worst customer service experience I’ve ever dealt with, with any company. I would NEVER shop here again. And my boyfriends company does business with them regarding sending gifts, and we will be sure that they won’t do business with them either. Will be contact the BB- this is a disgrace...

I bought a coffee table at Pottery Barn. When it was delivered the glass was broken, but the rest of the coffee table was not. I called customer service and waited for 1 hour for someone to pick up the phone only to be told that they would replace the glass in 10-15 days. Next day I get an email telling me it would be another 2 months! I called customer service (waited for 45 minutes to talk to someone) again and ask why the discrepancy. They tell me I have to get to the back of the line and they have to reorder the table again and I would wait another 3 months for delivery. I ask if there is a discount for the inconvenience only to for the agent to hang up on my. I call back again (another 45 min. wait!) and ask to speak directly to a manager. The agent refused and hung up on me again! So I drive myself to a store only to be told that now the delivery date has been moved to 6 months, rather than 3 months. I tell them I just want to cancel the order, but they said they had to wait until next week when the corporate representative was in the store. I wait another week and call the store to speak with the corporate rep. At this point, I spent hours trying to resolve the issue I tell the corporate rep that I don't want the table and want a full refund and for someone to pick the table up from my house. Finally it is resolved. In the meantime, I find the exact table on Burke Decor for $650 less, no shipping fees!!!!!! I used to go to Pottery Barn and pay more for good customer service - no longer. Save yourselves time and money and find the exact same furniture elsewhere! That was the worst shopping experience...

I rarely leave reviews, but the experience I’ve had with Pottery Barn has been beyond frustrating. I ordered an expensive bed from the Aptos collection, and what should have been a simple delivery turned into a months-long nightmare.

The bed arrived incorrectly manufactured and couldn’t be assembled. While we kept the dresser and nightstands, we had to send the entire bed back and were promised a replacement. What followed was a series of errors, miscommunications, and complete lack of accountability. The assistant manager at the Fair Oaks location placed the wrong replacement order, ignored our follow-ups, and eventually stopped responding altogether.

When we were assigned a case manager, she wouldn’t return calls or reply to emails. Guess what??? They REDELIVERED THE BROKEN BED!!!!!!

For the price point, this level of service is absolutely unacceptable. No one has taken responsibility or even tried to make things right. We are now sleeping on the floor until mid-May.

Pottery Barn, if you care at all about customer loyalty, you need to seriously reassess how you handle mistakes and treat your customers. I will be taking my business elsewhere—and warning others to do the same.

Photos of the second time are them trying to redeliver the bad bed from...