Pottery Barn — Local services in Indianapolis

We placed a very large order with Pottery Barn, paying full price with no discounts, expecting premium service. Instead, we’ve faced extensive delays—going on two months now—and still haven’t received all the furniture.

Worse, a bunk bed arrived that couldn’t be assembled due to a manufacturing defect. Pottery Barn left the bed half installed and said they would provide a replacement. Pottery Barn then informed us they had no replacement units available. By that point, we had already purchased mattresses, so we were left to source and buy the missing parts ourselves—something Pottery Barn refused to do.

They said they’d send a “furniture doctor” to complete the assembly. Interestingly, when it was time to schedule the furniture doctor, Pottery Barn wanted to make sure we had purchased the correct type of missing inserts for the bed. If Pottery Barn knows exactly what type of inserts need to be purchased to fix the bed, why did they make us go determine what inserts to buy? They should have done it themselves.

We were given an arrival window of 11 a.m. to 2 p.m for the "furniture doctor." He never showed. After 2 p.m., we were told he was still coming. At 9 p.m., they finally admitted he wasn’t. Then at 6:30 a.m. the next morning—Saturday—we got a voicemail asking if he could come at 7 a.m. We missed it, obviously.

Moving rating from two stars to one star because "furniture doctor" could not determine how to put in the inserts. I had to show them how to put the first insert in.

My wife is transferred between various departments when she tries to call to get these issues resolved.

We still have an incomplete bed and multiple items that have been delayed for weeks. This is far below what anyone should expect from Pottery Barn, especially after paying full price. We expected better; we...

I ordered a patio sectional to be delivered to home as well as a rug and ottoman to be delivered to the store. I was contacted every other day via email or phone call about setting up a delivery date for the sectional about a week after I ordered. I didn’t want to have it delivered without having my rug down first so I wouldn’t have to deal with the hassle of moving the sectional to place the rug. When I called the store, they told me my ottoman was in but not my rug and that I should’ve received an email. I never did. This is where I gave Pottery Barn 2 stars...their customer service. Every time I called there to ask about my rug, EVERY single person I talked to got argumentative about me calling the store, they’d always say, “we’ll contact you!” I’d explain to them I didn’t get a notification regarding my ottoman thus why I’m calling. I had someone be so rude about not having my order number in front of me while I was at work. No one there seems to care about the customer that spent thousands of dollars. They made it seem like an inconvenience to receive the phone call. No one was helpful and downright rude. I once put one of the phone calls on speaker just so my husband could hear how rude they were being. He wanted to cancel our order. I read through some reviews and I agree with the customer service lacking. Management needs to train their employees better about how important customer service is. Our sectional is being delivered today and we will not be purchasing anything else from...

WARNING I am very disappointed with my experience at Pottery Barn. My husband bought bedding, including the Classic Organic Sheet Set I would never shop at this store again or any Pottery Barn. My husband and I bought these sheets on March 26, 2023. We had a king bed delivered on March 30, 2023. We washed the sheets March 30 before making up the new bed. When we got them out of the dryer on Wrinkle Care setting Permanent Press, they were beyond wrinkled - all scrunched up. We did not make the bed after seeing the sheets and went to the store to return them that same day. We were told they don't take back sheets once they are washed. Well, first, one does not sleep on the sheets until they are washed. And, they have to be washed before one knows they are 100% unacceptable. The salesperson got the manager for us, who told us this is store policy. He did not even want to look at the sheets for himself - totally indifferent to the issue. We spent a lot of money for a quilt, two quilt sham covers, and two linen duvets. They refused to make the issue right for the sheets. I said I would report them to the BBB and Attorney General of Indiana. They said to go ahead. I forgot small claims court and AmEx. I am getting my $169.00 back the hard way, since the easy way is not possible. Having read the small print on the receipt, it is not stated anywhere that this is a store policy. I am contacting Simon Mall about...