Independent profile — not affiliated with Pottery Barn

Pottery Barn Reviews & Complaints

Pottery Barn is a home furnishings brand of Williams-Sonoma, Inc., San Francisco. This page covers how to reach customer service, what the FTC says about delayed shipments, BBB and Trustpilot figures as displayed on 2026-10-22, CPSC recalls and penalties, and the 2024 FTC Made in USA civil penalty, plus 13 older complaints from this archive.

REVIEWS & COMPLAINTS13on USAComplaints · none in last 3 yrs · latest 2013
PHONE800-840-2843Pottery Barn customer service
WEBSITEpotterybarn.com
HEADQUARTERSSan Francisco, CA
PROFILE CHECKED2026-10-22
Submit a Complaint Read reviews & complaints ↓ Call 800-840-2843 Official website ↗
EDITORIAL

Company Information

Legal name
Williams-Sonoma, Inc.
Founded
1949
Business type
Home furnishings retailer (furniture, bedding, rugs, lighting, decor; stores, catalog and online) operated as a brand of Williams-Sonoma, Inc., San Francisco, California
Website
potterybarn.comSource: checked 2026-10-22
Headquarters
San Francisco, CASource: Form 10-K cover page, checked 2026-10-22

Pottery Barn is a long-running brand (the company says 1949) owned by a public company that files annual reports with the SEC. In the sources checked on 2026-10-22: BBB shows an A+ rating for the Williams-Sonoma profile that includes Pottery Barn, while the same profile shows 1.05 out of 5 from customer reviews and 2,134 complaints in three years, and Trustpilot shows 1.2 from 2,023 reviews; these are separate measures from separate sites and are not combined. Regulators have taken documented actions against Williams-Sonoma (the 2013 and 2014 CPSC penalties and the 2024 Made in USA civil penalty), each with the terms stated above, and the company has also recalled products with CPSC.

Shop only on the brand's official domains (the corporate site links potterybarn.com and potterybarnkids.com) and confirm the seller name on the order. This page does not rate the company.

EXTERNAL SOURCE

Independent Sources

Shown for context — not merged with USAComplaints' own numbers.

BBBWilliams Sonoma,Inc./West Elm e-commerce', San Francisco (lists Pottery Barn, Pottery B
319 reviews · 2,134 complaints · BBB business grade A+ · average customer rating 1.05 / 5
Trustpilot
2,023 reviews · average customer rating 1.2 / 5
CONSUMER ALLEGATION

Reviews & Complaints on USAComplaints

USAComplaints currently maintains 13 historical complaints about Pottery Barn, published between 2004 and 2013. No approved complaints have been published on this site during the last three years. For a current reputation snapshot, see the independent sources below.

Show 8 more on this page
EDITORIAL

Complaint Themes

delivery, backorder or late-arrival complaintsrefund, return or store-credit disputescustomer-service handling

Themes summarise what people write about most often. One complaint can touch several themes, and some complaints (a positive report, or one later retracted by its author) fit none, so themes are not a count of complaints.

Had an experience with Pottery Barn? Tell other people what happened.

Submit a Complaint

Contacts

Customer service & general contact

Reference numbers (not support lines)

Other contacts

VERIFIED

Locations

  • Headquarters3250 Van Ness Avenue San Francisco CA 94109
EDITORIAL

Pottery Barn complaints: delivery delays, refunds and where to take a problem

This page was checked on 2026-10-22. From our location potterybarn.com redirected the browser to the UK site and refused automated requests, so we could not read Pottery Barn's U.S. shipping, delivery, returns, made-to-order or cancellation pages and do not quote them here. Use the order confirmation, the Customer Service pages on the U.S. site and your order number, and keep emails, screenshots and delivery estimates.

  • Company line. The Williams-Sonoma corporate Contact Us page lists 'Pottery Barn - 800-840-2843' and says 'Customer Service Representatives are available Monday - Sunday 6am - 7pm PT to help place orders, answer questions about existing orders and assist with specific product information.' It also lists Pottery Barn Bed & Bath 888-779-4044, Pottery Barn Kids 800-430-7373 and Pottery Barn Teen 866-472-8336 (read 2026-10-22).
  • Delayed delivery. The FTC's business guide to the Mail, Internet, or Telephone Order Merchandise Rule says sellers 'must have a reasonable basis for stating or implying that you can ship within a certain time', and that if no shipment statement is made the seller must have a reasonable basis for believing it can ship within 30 days. It continues: if the seller cannot ship in time and cannot obtain the customer's consent to the delay, it 'must, without being asked, promptly refund all the money the customer paid you for the unshipped merchandise' (read 2026-10-22). Whether the rule applies to a particular order, for example one described as made-to-order, is a question for the buyer to check against the order terms; we have not read Pottery Barn's U.S. terms.
  • Where to escalate. You can file a BBB complaint on the Williams Sonoma, Inc. BBB profile (see complaint record below), report to the FTC at reportfraud.ftc.gov, or contact your state attorney general's consumer protection office. If you paid by card, your card issuer's dispute process is a separate route; check its time limits.
  • Product safety. SaferProducts.gov says 'We collect reports of harm or potential harm about dangerous or potentially unsafe consumer products' (read 2026-10-22). For recalls of Pottery Barn Kids cribs and other items, see the regulator section below and the recall notices on the company's Pottery Barn Kids site.
EDITORIAL

Pottery Barn complaint record: BBB, Trustpilot and this archive

BBB, as displayed on 2026-10-22. The BBB profile 'Williams Sonoma,Inc./West Elm e-commerce' (San Francisco) lists Pottery Barn, Pottery Barn Kids, Pottery Barn Teen and other Williams-Sonoma brands as alternate names, so its figures are not for Pottery Barn alone. It shows 'This business is NOT BBB Accredited', BBB Rating A+, '2,134 complaints in the last 3 years. 577 complaints in the last 12 months', and '1.05 /5 stars, Average of 319 Customer Reviews'. BBB's own page text says displayed complaint text might not represent all complaints filed. The profile also carries a Government Actions note about the April 25, 2024 permanent injunction (case 3:24-cv-02396). BBB raw page data lists the file opened 1976-06-01 and business started 1956-01-01.

Trustpilot, as displayed on 2026-10-22. 'Pottery Barn' (www.potterybarn.com): rating 1.2 from 2,023 reviews, 293 reviews in the last 12 months, 1-star share 92 percent as shown; Trustpilot labels the profile 'Unclaimed profile' with 'No history of asking for reviews', says this company hasn't invited customers so reviews may not be representative, and states 'we don't fact-check reviews'. Its AI-generated summary, which we do not adopt, mentions delivery delays among the topics.

Our archive. usacomplaints.com has 13 published complaints linked as Pottery Barn's own, dated 2004 to 2013, and one more (2009) about a Serta mattress sold by Pottery Barn, linked as a brand mention. They are unverified consumer accounts, now at least 12 years old, and are not summed with BBB or Trustpilot. By keyword match, 9 of the 13 mention delivery, backorder, shipping or arrival, 6 mention refunds, returns or store credit, and 9 mention customer service, a design studio, a manager or corporate. Examples: a 2008 sofa delivered with the wrong slipcover, a 2012 account of backordered sale items, a 2013 account of a monogrammed item refunded as store credit only.

EDITORIAL

Regulator actions and recalls involving Pottery Barn

FTC and Department of Justice, Made in USA order (2020 order; April 2024 civil penalty). The FTC says it sued Williams-Sonoma in 2020 'charging that the company advertised multiple product lines under its Goldtouch, Rejuvenation, Pottery Barn Teen and Pottery Barn Kids brands as being all or virtually all made in the USA when they were not', and that the company agreed to an FTC order. On April 26, 2024 the FTC and DOJ announced a settlement of a complaint alleging that Williams-Sonoma violated that order, including by marketing PBTeen mattress pads as 'Crafted in America from domestic and imported materials' when they were made in China. The DOJ release states that 'Williams-Sonoma admits the truth of the complaint's allegations and agrees to pay a $3,175,387 civil penalty' and that the order enjoins misleading or unsubstantiated country-of-origin claims. The CourtListener docket shows the court (N.D. Cal., 3:24-cv-02396) granting the motion for permanent injunction and civil penalty judgment on April 25, 2024.

CPSC civil penalty (release 13-184, May 6, 2013). The Consumer Product Safety Commission announced that Williams-Sonoma 'has agreed to pay a $987,500 civil penalty', and that the agreement 'has been accepted provisionally by the Commission in a 3-0 vote'. The release says the settlement resolves CPSC staff's charges that the firm knowingly failed to report to CPSC immediately a defect in Pottery Barn wooden hammock stands, which were distributed 'exclusively through Pottery Barn and PBteen catalogs and websites, and Pottery Barn Outlet stores'. According to the release, the firm announced a recall of 30,000 stands with CPSC on October 1, 2008, and by then was aware of 45 incidents, including 12 reports of injuries requiring medical attention. Williams-Sonoma also agreed to a compliance program and internal controls, and 'neither admits, nor denies' the staff's allegations.

Read the rest of this section

CPSC civil penalty (announced October 30, 2014). The Consumer Product Safety Commission announced that Williams-Sonoma 'has agreed to pay a $700,000 civil penalty' (the agreement 'has been accepted provisionally by the Commission in a 4-1 vote'), resolving staff charges that it knowingly failed to report immediately a defect in Pottery Barn Kids Roman shades with exposed inner cords, sold from January 2003 to November 2007. The release says seven consumers had reported children becoming entangled by the time the full report was filed, and about 85,000 shades were recalled. It also states that 'Williams-Sonoma neither admits nor denies CPSC staff's charges'.

CPSC recalls (selection). A search of the CPSC recall database by 'Pottery Barn' in the title returned 29 records on 2026-10-22, from 2000 to 2023; it is a title search, not a complete list. Recent and notable entries:

  • July 20, 2023, Pottery Barn Kids Penny Convertible Cribs. CPSC: 'The cribs' end panel can become loose exposing sharp edges, posing a laceration hazard to children'; about 310 units sold online at potterybarnkids.com from September 2022 to April 2023; remedy: new end panels with delivery and installation, or a full refund. Contact listed by CPSC: 855-801-9300, 7 a.m. to midnight ET daily.
  • September 23, 2021, Boppy newborn loungers. CPSC's recall title reads 'The Boppy Company Recalls Over 3 Million Original Newborn Loungers, Boppy Preferred Newborn Loungers and Pottery Barn Kids Boppy Newborn Loungers After 8 Infant Deaths; Suffocation Risk'. CPSC lists about 3.3 million units (35,000 in Canada) across all Boppy versions, not only the Pottery Barn Kids ones, sold from January 2004 through September 2021 at retailers including Pottery Barn Kids, Target and Walmart. CPSC says consumers should 'contact The Boppy Company for a refund'. The recalling firm named by CPSC is Boppy, not Pottery Barn.
  • July 14, 2010, Pottery Barn Kids drop-side cribs (about 82,000 units; free fixed-gate conversion kit) and December 15, 2009, Roman and roller shades sold at Pottery Barn, Pottery Barn Kids and PBteen (about 305,000 Roman shades and 45,000 roller shades; free repair kit or replacement tension device).
EDITORIAL

Court record involving Pottery Barn

The only Pottery Barn-related court matter we read in detail is United States v. Williams-Sonoma, Inc. (N.D. Cal., 3:24-cv-02396), described in the regulator section. In its Form 10-K Item 3 the company says: 'We are involved in lawsuits, claims and proceedings incident to the ordinary course of our business. These disputes, which are not currently material, are increasing in number as our business expands and our company grows.' We did not identify consumer class-action rulings specific to Pottery Barn delivery in the sources checked on 2026-10-22; a law-firm page about possible tracking-pixel claims was a sign-up page, not a filed case, and is not relied on.

PUBLIC RECORD

Court & Public Records

United States v. Williams-Sonoma, Inc.

Judgment

U.S. District Court for the Northern District of CaliforniaDocket 3:24-cv-02396Source ↗

Judgment entered

Filed by the Department of Justice on referral from the FTC, alleging that Williams-Sonoma, doing business as Pottery Barn, Pottery Barn Kids, Pottery Barn Teen, West Elm and other brands, violated a 2020 FTC order on Made in USA claims. The DOJ release says that in the stipulated order the company 'admits the truth of the complaint's allegations and agrees to pay a $3,175,387 civil penalty', and that the order enjoins misleading or unsubstantiated country-of-origin claims. The docket shows an order on April 25, 2024 granting the motion for permanent injunction, civil penalty judgment and other relief.

EDITORIAL

Who operates Pottery Barn

Pottery Barn is a brand of Williams-Sonoma, Inc., a Delaware corporation headquartered at 3250 Van Ness Avenue, San Francisco. The company's Form 10-K for the fiscal year ended February 1, 2026 says: 'Pottery Barn Established in 1949 and acquired by Williams-Sonoma, Inc. in 1986, Pottery Barn is a premier omni-channel home furnishings retailer.' It lists Pottery Barn, Pottery Barn Kids, Pottery Barn Teen, West Elm, Williams Sonoma Home, Rejuvenation, Mark and Graham and GreenRow among its brands, 'marketed through e-commerce, direct-mail catalogs, retail stores, and business-to-business'.

Legal disputes about a Pottery Barn order are with the operating company named in the order documents and the company's terms; the DOJ release describes Williams-Sonoma as 'doing business as' Pottery Barn, Pottery Barn Kids, Pottery Barn Teen and other brands. The corporate site links to the brand pages for potterybarn.com and potterybarnkids.com. On 2026-10-22 our browser was redirected from potterybarn.com to the brand's UK site (potterybarn.co.uk), a regional site whose terms we did not read.

VERIFIED

Company Relationships

  • Affiliated withWest Elm
  • Affiliated withWilliams Sonoma
  • Affiliated withRejuvenation
  • Affiliated withMark and Graham
CONSUMER ALLEGATION

Related Complaints

Names this company in a role other than the primary subject — not necessarily current or complete.

EDITORIAL

Frequently Asked Questions

What is Pottery Barn's customer service phone number?

The Williams-Sonoma corporate Contact Us page lists 'Pottery Barn - 800-840-2843' and says representatives are available 'Monday - Sunday 6am - 7pm PT' (read 2026-10-22). It lists separate numbers for Pottery Barn Bed & Bath (888-779-4044), Pottery Barn Kids (800-430-7373) and Pottery Barn Teen (866-472-8336).

What can I do if my Pottery Barn order is delayed?

Start with the order confirmation and any delivery estimate in your emails, then call 800-840-2843 and ask for the current ship date in writing. The FTC's Mail, Internet, or Telephone Order Merchandise Rule guide says a seller that cannot ship in time and cannot obtain the customer's consent to the delay 'must, without being asked, promptly refund all the money the customer paid you for the unshipped merchandise' (read 2026-10-22). Pottery Barn's U.S. terms for made-to-order items could not be read on that date, so check them on your order.

How many BBB complaints does Pottery Barn have?

The BBB profile for Williams Sonoma,Inc./West Elm e-commerce, which lists Pottery Barn as an alternate name, displayed on 2026-10-22: 2,134 complaints in the last 3 years, 577 in the last 12 months, BBB Rating A+, not BBB Accredited, and 1.05 /5 from 319 customer reviews. These figures cover several Williams-Sonoma brands, not Pottery Barn alone.

What does Trustpilot show for Pottery Barn?

On 2026-10-22 Trustpilot showed 1.2 from 2,023 reviews for www.potterybarn.com, with 293 reviews in the last 12 months. The profile was unclaimed, and Trustpilot noted that the company has no history of asking for reviews, so reviews may not be representative.

Has Pottery Barn recalled products?

The CPSC recall database lists recalls of Pottery Barn and Pottery Barn Kids products. On 2026-10-22 a title search for 'Pottery Barn' returned 29 records from 2000 to 2023, including the July 2023 Pottery Barn Kids Penny Convertible Cribs recall (CPSC: new end panels or a full refund; 855-801-9300). Check any item you own against the CPSC notice for the recall.

Was Pottery Barn's parent penalized by the FTC?

The DOJ announced on April 26, 2024 that Williams-Sonoma, doing business as Pottery Barn and other brands, agreed to a $3,175,387 civil penalty over alleged violations of a 2020 FTC order on Made in USA claims; the release says the company 'admits the truth of the complaint's allegations'. The court granted the permanent injunction and civil penalty judgment on April 25, 2024 (N.D. Cal., 3:24-cv-02396).

Who owns Pottery Barn?

Williams-Sonoma, Inc., which says in its Form 10-K that Pottery Barn was 'Established in 1949 and acquired by Williams-Sonoma, Inc. in 1986'. The company is headquartered at 3250 Van Ness Avenue, San Francisco, CA 94109 (read 2026-10-22).

How many Pottery Barn complaints are in this archive?

This site links 13 published complaints to Pottery Barn, dated 2004 to 2013, plus one 2009 post about a Serta mattress sold by Pottery Barn linked as a brand mention. They are unverified accounts from readers and are counted separately from BBB and Trustpilot.

How do I report an unsafe Pottery Barn product?

SaferProducts.gov, the CPSC's public site, says 'We collect reports of harm or potential harm about dangerous or potentially unsafe consumer products' (read 2026-10-22). Reports there are consumer reports, not CPSC findings. You can also call the company line, 800-840-2843, or the Pottery Barn Kids line, 800-430-7373.