Potterybarn Reviews 

After seeing the terrible reviews of Pottery Barn UK, I can understand why so many customers are unhappy!

I contacted your company about purchasing a coffee table costing nearly £1,000, only to be told that you would not assemble it or even carry it inside my home. You expect customers to have a coffee table weighing approximately 40kg left at their doorstep and somehow carry it inside and assemble it themselves!

Are you serious? What kind of ridiculous customer service is that?

You’re selling expensive furniture, yet you cannot provide a proper delivery and assembly service. Not everyone has someone available to carry heavy furniture, and customers should not have to arrange their own help after spending this much money.

When a company receives so many negative reviews, surely that should tell management something needs to change! Instead of continuing with such an unreasonable delivery policy, perhaps you should start listening to your customers and improving your service.

For a company charging premium prices, I would expect premium service, not a £1,000 coffee table abandoned at the doorstep.

I haven’t placed an order, and after this experience, I certainly won’t be doing so.

You seriously need to reconsider your delivery policy and your attitude towards customers. Absolutely appalling!

Their customer service agents refused to arrange shipping so I could return two lamps which arrived a different colour to the description on their website. Under section 11 of the Consumer Rights Act 2015, goods supplied to a consumer must match their description. Despite this, the customer service agents refused to help, so I have been left £40 out of pocket. The worst part was the rude tone and air of contempt with which I was treated by the American customer service agents. I wont be using this company again.

Extremely frustrating delivery experience which is still not resolved. We have now had two separate delivery days wasted, both with an end-of-day, two-hour delivery slot. On both occasions, we were left waiting, only to be let down.

The excuse for the first failed delivery was a crash on the M5. Today, we were contacted at 6pm (and hour after the end of the original delivery window) to be told that they would not be delivering to us after all. The excuse? Another crash affecting traffic - I have to say, that one is wearing thin now. This time, having checked Google Maps I cannot see any traffic issues to support this apparent explanation.

Accidents do happen, but the complete lack of timely communication and the repeated failure to deliver as promised are simply not good enough. Customers have lives, jobs and commitments. It shouldn’t require having to set aside two days, wait in, only to be told at the last minute that our delivery is not coming.

Pottery Barn needs to take responsibility for the delivery service it uses, and Wincanton needs to seriously improve its communication, reliability and customer service.

Two days wasted, no delivery, and a thoroughly frustrating experience. This is nowhere near the standard of service a customer should expect. Based on this experience, I would not recommend Pottery Barn or its delivery service. Buy elsewhere and save yourself the hassle we’ve had.

Wish I would have seen the other reviews on Trustpilot before ordering. Ordered a cot in June, it is now end of August, delivery was cancelled the day before. Customer service impossible to reach and unhelpful but told the item would be dispatched soon. Now I receive an email the order is cancelled. The items are not cheap and they’ve had my funds for over two months. Horrendous experience

Excited to see Pottery Barn in the UK. I ordered on 27th January 2026 two sculptured Christmas trees which were on sale. Had a confirmation email etc., etc., with estimated delivery date of 10th August 2026. Ok not an issue. I checked my order status today 11th August to see my order status changed to CANCELLED! This was on 10/3/26. It certainly wasn’t cancelled by me. No notification received as to reason why! Only to see the items are available on their website again but at FULL PRICE! Awful service why send order confirmation at the reduced prices and not fulfil my order? Absolutely unbelievable and what an awful way to conduct a business. It wouldn’t have been so bad if they had sent an email of apology saying my order was cancelled but NOTHING! No faith in Pottery Barn UK! Awful customer service experience.

Appalling customer service.
I bought 2 bedside tables at £787.95 including £85.00 delivery charge late in the evening on 25.7.26. At 8.30 am on 26.7. 26 I called Pottery Barn as I wanted to add another item to the order (matching drawers at over £800.00 with a £105.00 delivery charge ) and was told that it may be possible to avoid another delivery charge - the £105.00- and add the item to the original order and the agent would call me back or email me that day after speaking to her manager to arrange this. She did not call back so I called the next day and was told I could not add to the order and the agent had got it wrong and to avoid the delivery charge I could cancel the order at any time and reorder with the new item. I phoned today 28.7.26 - to do just that only to be told I cannot cancel it as the items are now despatched and I have to receive the items then send them back and reorder or spend another £105.00 on delivery if I want the other item!! Today I spent 30 minutes on the phone highlighting the contradictory advice and as a way forward I asked for free delivery of the other item. The agent kept going back to her manager and responding with a computer says no the whole time. Unbelievable considering I wanted to buy something from them. The attitude was really unhelpful and obstinate and the staff clearly don't care at all about the customer.

I am really pleased with my order of Peony Clipping bundle. The item was delivered 2 days after placing order. I had reservations in ordering faux flowers online but after doing some research I decided to go ahead.
The quality and appearance of the flowers is excellent, providing a tasteful arrangement in their allotted space.
Perhaps the only negative comment I can make is the rather high cost of postage.

Please do not use this company . I placed an order for an item in March that they said was in stock I am still waiting for the item . I have emailed them 3 X no reply when I call the phone is answered then immediately put down or hung up !! I am now going to have to try to get my money back through my credit card . Terrible company and customer service

Shocking customer service. I purchased an item on sale, received confirmation email etc. I then receive a refund without any contact from the company. I assume the product is out of stock and see it is no longer on the website.
I go back and check the website again as it’s a product I really want but it’s back to full price. I contacted the customer service phone line, was told that I cancelled the order - 100% false. I ask if the original price I purchased at can be honoured now the product is back in stock and I was told no. I explained, you can see why it looks bad when I had no contact to say it had gone out of stock after my purchase, but then it’s back in stock but only at full price.
Really dissatisfying way to be treated as a customer.

Ordered furniture 15/03 to my home in the Scottish islands. Had a delivery date scheduled for 10/04. No furniture delivered nor no updates. Reached out to both Pottery Barn and Wincanton (who delivers large items for them) Absolutely horrible customer service from both PB and Wincanton. Both were unable to give me a delivery date nor update to where my furniture actually was. I reached out to both companies multiple times with no response other than "wait a couple of days for an update" My last experience reaching out to PB customer service PB agent (Klara) disconnected the chat after I questioned why they could not answer to where my furniture was. Furniture finally arrived with no notification on 11/05 (thankfully I was home to receive it).

I was so excited when PB came to the UK. I had planned to buy a lot of furniture from them but now I will never use them again after this experience. I've bought furniture in both Pottery Barn USA and Pottery Barn Middle East but this was the worst customer service I have ever experienced.

In the end whilst my furniture was delivered without damage despite it being missing for over a month, both pieces (The Rockport square coffee table and Wells swivel recliner) was not the quality I would have expected at the price point they are currently set out. The Rockport coffee table was very difficult to put together as the screw holes were slightly misaligned plus I can see where nail holes have been covered on the outside top of the table as the woods do not match correctly. The Wells swivel chair recliner arrives in three pieces. The seat portion of the chair and the back portion of the chair you assemble yourself. In order to do so, there is a velcro flap of leather fabric that hides the connection, but it is so obvious and makes it look "cheap".

I tried to return 2 bath towels which I purchased on sale . Customer service argued with me , stating they were sold to me on sale with a $20.97 price tag . She said because of the .97 end they were not returnable ? How would I have ever known that ? She treated me like I should have known anything with .97 are in-returnable.,

I wanted to return a rug I had purchased online as it looked a lot smaller in the photo and didn’t fit the room that I wanted it to go in. I was told that I need to arrange my own return and given the address to post it back to. The rug is huge and so I’m not really sure where to start with this.. why does it say on your website that you will arrange a return but then when I call to arrange it you say I need to do it myself?

I’ve ordered 2 items, they’ve been back order for months even though they were both in stock at the time of purchase… each time I try to get an update nobody at Pottery Barn seems to have an idea of when items will be available again. So disappointing as I was so excited to finally have this brand in the UK.

I ordered an item from Pottery Barn and they sent me the completely wrong colour. From that moment on, the experience was incredibly frustrating. A UPS courier was arranged by Pottery Barn to collect the return, but the driver never showed up. UPS repeatedly claimed that collection had been attempted, yet no one came to the house and no notice or proof of attempted pickup was ever left.

I contacted both UPS and Pottery Barn multiple times and asked for the issue to be escalated to management. Despite this being entirely Pottery Barn’s mistake, no manager ever bothered to contact me. I even asked if a different courier could be arranged, but was simply told that nothing could be done.

After almost a month of chasing, getting nowhere, and being told repeatedly that the issue would be “escalated” (which clearly never happened), I eventually had to transport the extremely large item to a drop-off location myself - something that was very difficult given the size of the package.

The customer service team was largely unhelpful and repeatedly gave the impression that things were being handled when in reality nothing was happening. The only person who genuinely tried to help was Crystal, who at least made an effort.

Overall, this was one of the worst customer service experiences I have had. The product quality is disappointing and the customer service is even worse. I would strongly advise people to avoid ordering from Pottery Barn.

After ordering some Wicked-themed glasses off Pottery Barn UK (I had no idea that they had a UK presence!), I was quite mortified to see their reviews on here.

I have ordered several items from them, and the products in one of my parcels was damaged - and I was super anxious that I would have a struggle getting a replacement/refund. I could not have been more wrong.

I called the customer service phone number and was very quickly speaking to someone (yes, a real, live human being!), who very helpfully explained that if I emailed photos of the damage, they would happily send out a replacement - I did not need to return the faulty items and could just bin them.

After emailing the photos - I think after maybe 1-2 hours? - I received confirmation that a new package had been dispatched (and at no extra cost to me whatsoever).

It’s been about four days since the initial call to customer service, and my replacement has just arrived. All sorted!

Despite the other reviews, I found this to be a great experience. Customer service were helpful, friendly and easy to teach. The process of requesting and receiving a replacement was seamless.

I would 100% recommend Pottery Barn UK and would absolutely shop with them again.

Thank you!

Placed my first order with Pottery Barn UK.

Order arrived and I had received the wrong item.

Countless emails have gone into their Cs with no reply.

Such a bad experience, and given a new company to the UK, you would think they would be doing everything possible to rectify the situation.

Looking at the reviews in the US, they are so bad.

This will be my one and only order with this company.

I was excited about pottery barn coming to the uk but after placing two orders with them I wont bother again; two items arrived damaged, you have to CALL them to approve a return (like, what??), then because one item was damaged they picked that one up but I had to stay home the whole day waiting for the courier to come, and I still had to pay and organise the return of the other item myself.. a lot of hassle.