September 2021 by Megan H.
Not specific to the store but to Pottery barn in general. Their customer service is quite poor. We bought a bed and the hardware broke and we still haven't gotten the hardware... Six months later. Additionally we bought a couch which in time was extremely uncomfortable and the cushions have become shabby. We sent an email but got no response and when I called a few months past my warranty and they would not do anything. We've spent well over 10 grand at the store! The couch alone was $3600. It's just very sad. The company has gone downhill.
August 2021 by Teresa Tims
Love the people that work here it’s a great dam store lol
July 2021 by Mike S.
Today I was so happy to meet Debbie (design specialist) at this Pottery Barn. We needed help choosing a color and fabric for a couch we planned on buying. She was so patient and helpful by showing us several different color/material swatches to best form the decor of our livingroom. she has a pleasant manner and no pressure selling style. We highly recommend her! Your awesome Debbie!
June 2021 by Ashlee E
Beautiful as always. Very helpful employees.
May 2021 by Cindy H.
Horrible horrible store! Do not buy from them. They charge you, deliver damaged products, make you wait 8+ months for new delivery then cancel your order! They scam their customers out of their hard earned money. Idk how they have stayed in business this long!
April 2021 by Taylor P.
I ordered a pendant from pottery barn and assumed it was ok as it was in a box, apparently new and the pendant wasn't damaged. I had electricians ready to install the pendant when they noticed that it was a plug in. The website only shows it to be hardwired. Plug in was not even an option. I called the store on March 9th to exchange it, but they wouldn't do the exchange until they received the defective one. I drove it to the nearest store, and they did not have it in stock. So they did a return and repurchase. When I checked the receipt I noticed they had charged me more money for it. They did adjust the price when I called back. No one mentioned the item was backordered. When I received the email confirmation of my purchase, it showed the estimated delivery date of april 26-28th. Today I called to find out the status of my order and the new estimated delivery date is May 20-24th. No emails letting me know about the change. The bathroom is unusable as it is completely dark without the pendant, and we will now have to pay the electrician once again to come out and install the new pendant. I am disappointed, i was expecting better service from Pottery Barn. The 2 stars are for the customer service ladies on the phone. They tried there best, but it doesn't seem like they have it together over there.
April 2021 by Mary J.
Prior to Covid I purchase a expensive piece of furniture, I opened a Pottery Barn charged card to get awards point. Covid happened and therefore I was unable to go into the store to use my points. I recently went to the store to purchase another piece of furniture and use my awards point. I was told the awards points had expired . I was told I could of order something on line. That did not work for me. This is a large company and therefore they should honor the awards point especially because of the pandemic.
March 2021 by Andrea S.
The service on site at this location was good and went off without a hitch, with the table I had ordered and picked up. It is now less than a year later and my wooden coffee table has a crack down the side of it. I don't have children so no one is climbing on my table and it's not being sat on but rather only used as a coffee table. I just looked at the website and didn't see the table being offered any longer so maybe it's not being sold for the reason I have reached out to the company...it cracks and is faulty. I have now answered the same questions 3 times to their customer service department. It's been 2 months since the last communication so I reached out again today. No communication is being returned by them, other than asking the same set of questions 3 times now (a different agent every time). No follow up, no customer care, no attempt to correct their expensive but faulty product. They are not living up to their product or price bracket. I wouldn't buy furniture from them again.
March 2021 by Jan P.
weijen chen just was one lie upon another to make a sale then went into hiding. be careful if you even think of shopping pottery barn read their reviews wish i had they are 1 star down the line wow...very bad...all customers had the same issue with them as i did too
March 2021 by Natalie N.
Outstanding customer service! I did not ask for any special accommodations and they exceeded my expectations. Very happy and loyal customer. I can't wait to shop here again! Thank you PB, PB Teen and PB Kids!
March 2021 by Kelly H.
The worst customer service ever and the furniture and decor is straight out of the 90's! Update your stores and buy new products once in a while, they've carried the same things for years! Also, one of the stock ladies with black hair, super rude!
January 2021 by Johna B.
The manager Eric was AMAZING at helping with a fabric selection. He was patient and went above and beyond. He took our selection over to WestElm to see if it matched the furniture and helped us make our final decision! So thankful and will go back due to his understanding and professionalism. Thankful!!!
December 2020 by Ky N.
I did an online order yesterday at around noon. I was notified in two hours that my order was ready for pick up. I called upon arrival. I took one star off because it took forever for them to pick up phone calls. There's underground parking designated for curbside pick up which is super convenient. The person came out in less than 10 minutes which was great. This all happened around 5:30pm on a Sunday evening (the mall was still very congested) so I was pretty impressed how fast and smooth the process was!
As for the quality of the product, I love their holiday items! Such good deals.
December 2020 by Marie O.
i understand it's the holidays with covid and all... went to this store at 11:15 am on a Sunday because I ordered online and chose to do store pick up. Lady (olive green blazer, glasses, dark hair) working at the pickup counter line saw me in line (no else but my boyfriend and i) , and she decided to leave the counter to ask another customer if they needed help...who wasn't even acknowledging her.. TOTALLY ignored me, so she went back to the counter and asked if we needed something... WELL NO SHIT, anyways... Informed the lady i placed an order and just wanted to know the status because I was already in the area, and they're not answering the phones.... She did state if i didn't receive the email that's it's ready then who knows if the item is in stock and save us a trip (thanks but i'm here so what's the status?, the email says they're working on it) So it's 11:29, and received and email stating my order is ready! Informed the lady we did receive the email, and she still says "they're working on it" 11:45 she goes to the back, I clearly went to the second floor (where the item i purchased is located at) to just purchase my item in store, so i can just cancel my online order.... WHAT DO YOU KNOW?! MY ORDER IS READY?!? (keep in mind for a pickup order i've watched other employees go to the back to check for the other customers orders...) coincidence?!
Anyways, this was my first time I EVER felt uncomfortable.. I'll throw the racist card, because this employee clearly showed by her actions and her facial expression when she would go out of her way to help a caucasian, and when an asian would come up for help, her face totally changes.
BTW the 30 minutes I was waiting for my item, they won't answer their phones... So no point in doing curbside pickup :)
September 2020 by Adam S.
Fiasco at best. It all started with my appointment during the Covid. I made an appointment to check out some dishes I saw online. I got to my appointment and my appointed sales girl never came. I could hear the door greater walkie talkie her that "are you coming, your appointment is still waiting"? I think her name was Stephanie. I could be wrong. I was disappointed and left after ten minutes since no one else would help me. I went home and ordered online. UPS lost one package and when I called this store the lady who picked up was rude and bothered to be helping me . The customer service 800 person was very kind and sent me a replacement . I waited an additional three weeks for the package. After four months I had both boxes that I needed. Today the lost package showed up . I was very honest I called in and let them know. I was put on hold three times and 20 minutes I was told I would need to drive this to UPS. Are you kidding me your shipping partner messed up the delivery and now I have to find the time to take care of the hiccup ? Everyone I have talked to puts you on hold for ridiculous amounts of time to end up telling you they don't care. Pay luxury prices and get the discount shopping experience. I will avoid this company. I will give my business to a company who listens cares and follows through . At a time like this 2020 customers service should be the priority .