PissedConsumer.com strives to provide consumers with the right information to make informed purchasing decisions. Our website collected and compiled various consumer reviews about Pottery Barn and West Elm as well as customer ratings and recommendations for these brands. Each brand score is calculated based on set of relevant criteria and displays company performance over time.

Pottery Barn
West Elm

Pottery Barn and West Elm Overview

Total reviews 702 674
Company responses 49 57
Issues resolved 11 15

Pottery Barn and West Elm Consumer Ratings

Rank
306 out of 1549 in Furniture and Decor category
279 out of 1549 in Furniture and Decor category
Customer service
289 in category
283 in category
Exchange, Refund and Cancellation Policy
235 in category
208 in category
Product or Service Quality
248 in category
207 in category
Reliability
240 in category
266 in category

Pottery Barn and West Elm Rating Details

Customer service
1.3 (280 reviews)
1.3 (325 reviews)
Reviewer's quote

Customer service said that is just normal wear and tear and would not stand behind their product and suggested for me to take it to a repair company at my Expense! They did not care if I share my Experience with customer service on social media. I would not recommend purchasing outdoor products as...

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After speaking with customer service, the transaction (purchase had to be done over the phone) was finalized on 9/8/2020. The processing and delivery times were long (2 months), but we were aware of that prior to buying. In early October, I checked on the status of our order and it stated that half...

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Exchange, Refund and Cancellation Policy
1.4 (217 reviews)
1.4 (247 reviews)
Reviewer's quote

I went to the internet to pottery barn customer service and they inform me they are not returnable due to there 30 day return policy which was never posted on the internet during the purchasing time. I think a respectable company would inform you up front on a internet order there return policy....

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...So what I had to do was send it back or take it to a store to get a refund and choose another chandelier. I explained that I had paid to have the chandelier installed by an electrician (as recommended in the instructions). I asked to be compensated for the cost to install the chandelier...

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Product or Service Quality
1.7 (209 reviews)
1.8 (248 reviews)
Reviewer's quote

...NEVER AGAIN!!! Worst customer service ever! My credit card company is going to handle it. BEWARE!!!..

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...Several customer service reps promised full return, but in the end they didn't even return what i paid for it or the tax. I believe this illegal..

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Reliability
1.3 (205 reviews)
1.3 (278 reviews)
Reviewer's quote

DO NOT buy from them go spend your money elsewhere. 1st time I ordered called today about items going on sale which made a difference of over $200 and would not give me a price adjustment because items are processing. SO when they show up I will be returning EVERYTHING and shopping with the Company...

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I bought a chair and sofa on August 15, 2020 and didnt receive either. West Elm still cant tell me when they are going to deliver them. For the sofa the call center was confused and had no idea when I might get the sofa.West Elm kicked me over Sidelitona, which mismanages delivery. When I talked to...

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Pottery Barn and West Elm Pros and Cons

Pros
  • Product
  • Furniture
  • Sales associates
  • Design aesthetic
  • Design
  • Style and design
Cons
  • Poor customer service
  • Unresponsive customer service
  • Terrible solutions
  • Customer service
  • Lack of action to fix the problem
  • Customer service response

Pottery Barn and West Elm Most Positive Reviews

Top rated reviews
5

First of all....love their stuff and the folks(Deborah, Designer, Jessica and Charles, managers) at my local store (Rosw...

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4.8

We bought an 8x10 rug and had it delivered. It was disgusting when we unrolled it with hair and food crumbs and even...

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5

I hope someone will find this very positive review of Pottery Barn. PB is a superb company with very high-quality produ...

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4.6

We ordered an organic cotton duvet cover for our queen sized bed, and when it came in the mail the tags said that it...

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Pottery Barn and West Elm Most Critical Reviews

Lowest rated reviews
1

I have had three online orders (in excess of $1000) with Pottery Barn Australia which have been unfulfilled and after mo...

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1

Placed an order for bride and groom. After printing the receipt I noticed it would be mailed to the grooms address. ...

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1

Ordered some components of their Daily System organizational tools in July 2014. It's now mid September and PB can't...

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1

I ordered a sectional sofa on August 3, 2014. I ordered the specific color and style because it was supposed to be...

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Pottery Barn and West Elm Latest Reviews

Recent published reviews
No votes

Your Phone disconnected before I could ask question

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No votes

Damaged merchandise. Discovered *** purchase in west elm store, customer service listed on site is not allowed to help...

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No votes

I only have One word , horrible

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No votes

Worst reasoning by west elm for customer service. After major surgery Ill finally get to rerun the damaged throw to stor...

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Pottery Barn and West Elm Products and Services

Most reviewed product and services
  • Pottery Barn Delivery Service (60 reviews)
  • Pottery Barn Sofa (55 reviews)
  • Pottery Barn Shipping Service (53 reviews)
  • West Elm Delivery Service (90 reviews)
  • West Elm Sofa (63 reviews)
  • West Elm Shipping Service (60 reviews)