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

Pottery Barn

Has verified representatives
West Elm

West Elm

Has verified representatives
Pottery Barn
West Elm

Pottery Barn and West Elm Overview

Total reviews
Company responses
Issues resolved

Pottery Barn was first mentioned on PissedConsumer on Aug 6, 2007 and since then this brand received 662 reviews. It is 15 reviews more than West Elm received since Oct 4, 2009. West Elm responds to reviews and communicates with its consumers more often than Pottery Barn. West Elm customer service team contacts its customers via PissedConsumer.com in 9 percent of cases. According to received "Issue Resolved" consumers' votes, a consumer has equal chances to resolve issues with Pottery Barn customer support team and West Elm customer service.

Pottery Barn and West Elm Consumer Ratings

265 out of 1894 in Furniture and Decor category
242 out of 1894 in Furniture and Decor category
Customer service
264 in category
267 in category
Exchange, Refund and Cancellation Policy
206 in category
187 in category
219 in category
241 in category

According to consumer ratings and reviews, West Elm ranks 23 points higher in the Furniture and Decor category than Pottery Barn. People gave Pottery Barn 1.3 stars for Customer service criterion in Furniture and Decor category and it is 341 points higher than the worst rated brand in this category. At the same time, West Elm was rated 1.3 stars for Customer service criterion in this category and it is 338 points higher than the worst rated brand in this category. If we look at Exchange, Refund and Cancellation Policy criterion, than we see that West Elm has a higher rating than West Elm. Regarding Staff criterion, consumers gave Pottery Barn 1.8 stars and it is 64% greater than other in category. West Elm however was rated 1.7 stars and it is 60% greater than other in category.

Pottery Barn and West Elm Rating Details

Customer service
1.3 (255 reviews)
1.3 (303 reviews)
Reviewer's quote

...Additionally, return policies are inflexible, and customer service is helpless and useless to these policies. it's a shame their products are so good and their ability to deliver or provide effective technology is so poor..


...AND CHARGE ME EXTRA to do it!! Oh , I forgot to mention that the rug and pad shipped separately so I will incur another $25 charge!!! Total in this debacle $113 wasted on a company that is not Customer Oriented at all!!! Never again, I am through with West Elm. Worst rude customer service!!!..

Kimberly D
Exchange, Refund and Cancellation Policy
1.4 (194 reviews)
1.4 (229 reviews)
Reviewer's quote

... purchase price but after spending over 20 hours on the phone dealing with PB during the last 15 months I am done with them - I want them to take the sofa and refund my money. The last thing I want is a gift card to a store that makes inferior products. PB has twice told me they have refunded (note the past tense - meaning the customer service agent said it had already been done) are sending a chec...

Todd M

...oCancelled over the phone since CSR (recommended to refund the order and reorder in a different color. (Dove performance gray) Fourth order. o4th order was delivered...

1.8 (194 reviews)
1.7 (246 reviews)
Reviewer's quote

...and said there was nothing that could be done and Pottery Barn does not do price adjustments or compensate for incorrect information provided by their own staff. Wth?!?! I don't trust Pottery Barn at all and this is NOT a cheap purchase. Thousands of dollars spent and such *** customer loyalty...

Jennie C

However, no one ever arrived, and no customer service staff was able to clarify the situation despite me making five calls throughout the day. I received no calls that weekend, even though Jennifer from West Elm promised to do so. I've called every day Monday through Thursday this week and am told...

emily g

Pottery Barn and West Elm Pros and Cons

  • Product
  • Furniture
  • Sales associates
  • Design aesthetic
  • Design
  • Style and design
  • 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

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


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

Pottery Barn and West Elm Most Critical Reviews

Lowest rated reviews

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


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

Pottery Barn and West Elm Latest Reviews

Recent published reviews

Held my refund for no given reason and had I not called...who knows. Bad customer service.

Read all 662 reviews

Weve had our West Elm sofa for just three months and it gets very little use. So I was shocked to realize the fabric is...

Read all 647 reviews

Pottery Barn and West Elm Products and Services

Most reviewed product and services
  • Pottery Barn Customer Care (67 reviews)
  • Pottery Barn Delivery Service (59 reviews)
  • Pottery Barn Sofa (54 reviews)
  • West Elm Delivery Service (90 reviews)
  • West Elm Customer Care (70 reviews)
  • West Elm Sofa (61 reviews)