I love all PB products, but had to deduct one star due to the website not accepting my login and me having to check out as a guest. I tried resetting my password twice , clearing my cache, using Edge, Firefox and Chrome browsers, and nothing worked. I even chatted with customer service who reported no website issues. I am now locked out of my account, and have to spend additional time during working hours to contact customer service and have my account unlocked. Very frustrating.

I’ve been a business trade member for 10+ years and have always loved pottery barn, I was very excited about their new “commercial sales department” and couldn’t wait specify PB for a retirement home community project I was working on. But it was a nightmare. Most of my vendors have a 10-12 week leed time, so when we placed the order 12 weeks out from substantial completetion, the only orders that haven’t arrived to our D&L warehouse were from pottery barn. Our delivery installer had to receive shipments from PB almost 3 months past due and schedule a second installation date with our client, and only half the order was ordered while the other half was back ordered and the customer service was rude, insensitive to the pressure of delivery schedules, budgets, and incapable of returning calls or picking up calls in a timely fashion. Pottery Barn won’t be specified again for a commercial project. Lesson learned. To top the cake, You will also accrue interest on undelivered items until they are shipped from their overseas vendors, who are completely unresponsive and careless. Beware…. And I told you so.

I spent nearly 200$ on Christmas decor. My ornaments shipped separately from my stocking. I received my ornaments only to realize my stocking shipped separately. My email said the stocking shipped, but I never received tracking number. I tried to access it from the app, but it said it couldn’t load tracking. Reached out to support they said the stocking had delivered on 11/21. The tracking they sent said “delivered met customer” I never got it. Pottery barn said I needed to reach out to the shipping company to file a claim, bc they can’t process a refund unless a case is closed with the shipping company. Went to submit a claim for lost package and they said they can’t file one due to the restrictions of the sender, and said to reach out to pottery barn. Now I’m out 62$ and no one will help. I’m beyond upset cause the stocking now is out of stock. Thankfully I snagged one in store but I’m very disappointed and irritated that with all the money you pay people don’t handle the packages as well as they should,

I’ve never in my life written a review for an app, but in this case, I felt compelled. I’m not sure why PB changed it, however, my best guess would have to be that they do not want you to shop via the app. Perhaps they want to steer you toward their website for some reason? It seems to be designed specifically and solely for creating and managing a registry (I cannot speak to the app’s performance for that purpose — maybe it’s good?🤷🏼‍♀️). Anyway, I was never in love with the app to begin with [i.e., previous version], but I loved Pottery Barn enough to put up with it. Eventually, I got used to it. It grew on me. This current version is so useless to me, I will most likely delete it. I guess I could try to use it my creating a “Registry” for myself then shop from that list— that’s if you're able to use a payment to make a purchase? I’ll probably just use the website. Super disappointing and frustrating, though.