PissedConsumer.com strives to provide consumers with the right information to make informed purchasing decisions. Our website collected and compiled various consumer reviews about West Elm and Pottery Barn 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.

West Elm

West Elm

Has Verified Representatives
2.0
Pottery Barn

Pottery Barn

Has Verified Representatives
1.8
West Elm
Pottery Barn

West Elm and Pottery Barn Overview

Total reviews
654
677
Company responses
57
49
Issues resolved
15
11

West Elm and Pottery Barn Consumer Ratings

Rank
226 out of 1486 in Furniture and Decor category
286 out of 1486 in Furniture and Decor category
Customer service
273 in category
274 in category
Reliability
242 in category
226 in category
Website
144 in category
179 in category
Exchange, Refund and Cancellation Policy
196 in category
219 in category

West Elm and Pottery Barn Rating Details

Customer service
1.3 (308 reviews)
1.3 (265 reviews)
Reviewer's quote

...14, I noticed that the status of the sectional is still "Custom Build Scheduled," meaning that the building process had not started yet! I called the customer service, and I was told that probably it's only a system update issue, and I should wait until the end of that period. At the end of the initial period,...

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...We went into the store where we purchased the sectional and were told to contact customer service. They would be willing to help and look into it. We are going on 6 weeks now since we originally reached out...

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Reliability
1.3 (265 reviews)
1.4 (192 reviews)
Reviewer's quote

I Purchased several curtain panels from store in the full priced section. Out of the 5 I purchased one of the panels were a different pattern to try in my home. there were several of that pattern in the full-priced section. I paid for all merchandise with no one telling me the one panel was not...

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I purchased flatware from PB and in less than 3 months the black finish became tarnished, making the product look like garbage. When I reached out, I was told they wouldn't do anything for me and lied about the problem in their communication by calling this a performance issue. I reached out again,...

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Website
2.8 (238 reviews)
2.5 (179 reviews)
Reviewer's quote

...If you don’t have something available to ship out don’t even out it on your website. Didn’t even say it was backordered on the website..

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Despite conversations with PBs customer service department to the contrary, PB's website showed I was to receive the Jake sofa *without wood legs* so I emailed and called PB three times and asked them to make sure I was receiving the Jake sofa *with wood legs* (if you look at picture of each...

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Exchange, Refund and Cancellation Policy
1.4 (233 reviews)
1.4 (205 reviews)
Reviewer's quote

...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...

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...It is 10 days out of 30 days return policy. I need advice and help. Equipment is substandard for how it was described...

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West Elm and Pottery Barn Pros and Cons

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

West Elm and Pottery Barn Most Positive Reviews

Top rated reviews
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

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

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4.6

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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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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West Elm and Pottery Barn Most Critical Reviews

Lowest rated reviews
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

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

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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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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West Elm and Pottery Barn Latest Reviews

Recent published reviews
2

We purchased a couch last October for our daughter's apartment. When visiting in December we realized the foam seat on...

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No votes

Recliner at received for Christmas doesn't start reclined
Need to know how to fix the retention .

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2.7

I ordered a sectional, two tables, and some other stuff for my new apartment in December 2019! There were plenty of fabr...

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1

Rods sag
Finials will not fit
Wrong size rings
Phone on permanent hold for customer service.
I have professional at house to...

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West Elm and Pottery Barn Products and Services

Most reviewed product and services
  • West Elm Delivery Service (90 reviews)
  • West Elm Customer Care (71 reviews)
  • West Elm Sofa (61 reviews)
  • Pottery Barn Customer Care (67 reviews)
  • Pottery Barn Delivery Service (59 reviews)
  • Pottery Barn Sofa (55 reviews)