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 674 701
Company responses 57 49
Issues resolved 15 11

West Elm and Pottery Barn Consumer Ratings

Rank
279 out of 1549 in Furniture and Decor category
306 out of 1549 in Furniture and Decor category
Customer service
284 in category
290 in category
Reliability
267 in category
241 in category
Website
157 in category
210 in category
Product or Service Quality
208 in category
249 in category

West Elm and Pottery Barn Rating Details

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

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

The West Elm chandelier I bought has two LED tubes. After a month, one of the tubes stopped working. So I was disappointed by the quality, but thought it might be fixable. I called West Elm and that is when my humiliation began. It's hard to put words to how terrible it was.I had to make many calls...

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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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Website
2.7 (253 reviews)
2.5 (189 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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Product or Service Quality
1.8 (248 reviews)
1.7 (209 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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...NEVER AGAIN!!! Worst customer service ever! My credit card company is going to handle it. BEWARE!!!..

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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
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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3.8

Have been waiting for some time on delivery of quilt that was posted my ups as arriving at Salt Lake City on Nov 2 and...

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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 Sofa (63 reviews)
  • West Elm Shipping Service (60 reviews)
  • Pottery Barn Delivery Service (60 reviews)
  • Pottery Barn Sofa (55 reviews)
  • Pottery Barn Shipping Service (53 reviews)