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
Pottery Barn

West Elm and Pottery Barn Overview

Total reviews 668 691
Company responses 57 49
Issues resolved 15 11

West Elm and Pottery Barn Consumer Ratings

Rank
272 out of 1528 in Furniture and Decor category
297 out of 1528 in Furniture and Decor category
Customer service
281 in category
286 in category
Reliability
264 in category
238 in category
Website
161 in category
203 in category
Delivery Service
315 in category
268 in category

West Elm and Pottery Barn Rating Details

Customer service
1.3 (322 reviews)
1.3 (275 reviews)
Reviewer's quote

...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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I'm not sure if I can think of a worse customer service company - shockingly disrespectful and hostile..

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Reliability
1.3 (275 reviews)
1.3 (200 reviews)
Reviewer's quote

Not enough room here to write it all, but innacurate stock info, backorders and ship dates moved without any notification whatsover. Finally get delivery of 2 out of 3 items. One is broken and has to be re-delivered. I have to initiate all communications regarding everything. After numerous calls...

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My sofa was delivered in May, 2020. I called previously about the cushions in the back gathering. Someone was sent to fix the back cushions by steaming them.I later noticed the seat cushions in the corners, you can noticed the coils &;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;amp; foam...

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Website
2.7 (249 reviews)
2.5 (186 reviews)
Reviewer's quote

...They ordered a new one, it got canceled, they ordered another one and now they say it IS ON BACK ORDER UNTIL OCTOBER AND WEBSITE HAS CHAIR ON SALE AND SAYS READY TO SHIP AT THE END OF AUGUST. IF I want a refund I can't take it back to the store I purchased it from. REALLY...

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Don't count on what their website indicates for stock and don't count on their customer service to handle order related issues. I ordered a patio umbrella end of May and the delivery date that was shown was June 3rd -6th at checkout. I also ordered matching pillows and umbrella base in the same...

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Delivery Service
1.6 (245 reviews)
2 (191 reviews)
Reviewer's quote

I think I called more than 20 times and talked to several people, customer service, delivery service, warehouse, and even Briana at Houston store, but no one assisted me properly. Everyone kept saying that it's not under their control, and they will make some calls and return to me, which most of...

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My husband and I bought a bed from Pottery Barn and Pottery Barn required that we also purchase the setup and delivery service. It was delivered and assembled on 7/2/18. Later, upon taking the bed apart and attempting to reassemble it, we realized that the entire bed has a severe flaw! The place...

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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
1

Not enough room here to write it all, but innacurate stock info, backorders and ship dates moved without any...

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1.2

My sofa was delivered in May, 2020. I called previously about the cushions in the back gathering. Someone was sent to fi...

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1

This is the worst company. They don't do anything they promise. You can't cancel once you order. BEWARE. Don't order...

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1

I'm not sure if I can think of a worse customer service company - shockingly disrespectful and hostile.

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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 (69 reviews)
  • Pottery Barn Delivery Service (59 reviews)
  • Pottery Barn Sofa (55 reviews)