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August 2024 by pat baird
Positive experience for me. Caroline was friendly, accommodating and a genuine pleasure. This is a big store with lots of parking!
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August 2024 by A L ə X
Gave me a quote with no expiration date and won't honor it a few weeks later, I'm in sales and that is unprofessional. I came in ready to spend over $3k. Lame.
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April 2024 by Annelise McCay
Just checked out new store, looking to see an item offered on line to see quality, only to find out most of what is on the online catalogue is not on the shelves of the new, bigger store. No one to ask for help. I think they should change their name to “Pillow Barn”. Because basically that’s pretty much all they had, tower shelves of endless, expensive pillows. Nothing like the charming old Pottery Barn. Yet Another store take over so over marketed to dullness with none of the former creativity it originally had. Just more homogenized marketing that took away what used to make the brand interesting. So done.
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March 2024 by Patrick McAuliffe
Bought a leather recliner that arrived with no legs. Now in the SECOND MONTH of waiting so we can actually use the chairIncredible how poor the follow-up has been
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November 2023 by Josephine V.
So I recently moved back to the area and needed new furniture. I had the pleasure of being assisted by Denise.I thought I knew what I wanted as I had checked out their website before my visit, however after Denise showed me different options I changed my mind. I can be a little indecisive. I appreciate the fact that she was genuine and took her time with me. In the end I purchased quite a bit more than I anticipated I would and expect to be very satisfied with my purchase once it arrives in a few months. Pictures will follow once arrived.
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October 2023 by Loucas Family
Very disappointing experience at this location. Associates aren’t willingto offer assistance and when asked about items they simply refer you to the QR code on the tag. When I tried to purchase a set of coffee tables I was advised it would be quicker if I did it myself online. I had a better experience at their old Westport location, something changed personnel wise.
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September 2023 by Jessica Weinstein
We just moved in nearby and we’re very excited to browse and select a number of items. We walked around and settled on at least a dozen things. The associate assisting us kept having to go in the back to see if anything other than the display items (simple things like frames and candle votives and a tray). Out of at least 12 things, they had ONE item in stock. She kept trying to offer to order the others for us but why bother when I can do that myself? Anyways, we didn’t even bother getting the one thing because we had literally nothing else to go with it. What a waste of 35 minutes.Do not bother going here.
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September 2023 by Jessica Maccarone
Really terrible experience ordering from Pottery Barn. I would be posting this review on the product page on the website, but submitting reviews aren't an option - if other customers' experiences were similar to mine, I imagine most would be negative and Pottery Barn doesn't want to admit to that. The toddler bed I ordered is about a month late without any communication from the company. I only ordered from Pottery Barn because the expected delivery was 1 week after the order date. If the company were honest about delivery timing, I would have ordered from another company. I feel scammed and would encourage others to take your business somewhere else!
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April 2023 by Barry K.
Like so many others, I experienced and continue to experience how disorganized and mismanaged this company is. It's a shame because their products are good (although over priced) but they are unable to deliver and to communicate correctly. I had several messages that were wrong regarding delivery. They told me they were delivering part of my sectional and one part was "unable to locate in the warehouse", yet it was delivered intact. I got cancellation texts followed by "we're on our way" text. Very confusing. The other love seat I ordered they scheduled delivery, but only for the slipcovers. The frame is not available yet. It was supposed to be delivered a month ago. When I call they promise an update "in 72 hours" and I never hear back. Now that I've read other very similar reviews, I can see this is a systemic problem and management either isn't training their staff or doesn't care. I won't be buying from them anymore. Really nice product but not worth the grief.
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April 2023 by Larry Cameola
There were problems with delivery of our couch. I glad to say they resolved them very quickly.
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March 2023 by Kristin Ruggieri
Just drove to downtown Westport to pick up a specific item from PB and left without it. When I walked in there was an employee (Roberta) standing two feet from the door watching another customer. I passed by her and was not acknowledged at all. There were several other employees standing around and no one offered to help me or bothered to greet me. I own a retail store and go out of my way to make sure my customers feel welcome and appreciated. Low end, rude and a great way to lose a lifetime customer.
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August 2022 by Kassandra H.
PLEASE READ BEFORE CONSIDERING ORDERING! Do not purchase from this company. I placed an order for two of the York sofas back in March and was told they would be delivered by June, at which time I was fully charged for my order. My order finally arrived end of July and I took a day off from work to wait for the delivery since they cannot guarantee a delivery window. The day of my delivery, the shipment center cancelled my delivery and told me I needed to reschedule. I rescheduled a second time, took off another day, and when they arrived they delivered a damaged sofa that was not useable. The second sofa was missing and unable to be located. I then spent the next 4-5 weeks calling Pottery Barn Westport store, as well as Customer Service. Everyone I spoke to passed me around and promised they were "on it" to order a replacement for the damaged sofa as well as locate the missing one. No one ever called me back. No one presented a solution. I was told management and leadership were all aware of my case, but yet no one ever called me back. 4 weeks after the initial delivery, I was told they found the missing sofa and to schedule a delivery date. I took yet a 3rd day off from work and no delivery ever arrived. When I spoke to customer service the next day, they told me that it was still missing and I shouldn't have received notice to schedule delivery. I am writing this now 5 weeks after my sofas were scheduled to arrive, 9+ weeks since I was charged in full for my order. PB Customer Service still has not investigated my order, ordered a replacement for the damaged sofa, or compensated me in any way. I have spent hours calling the Westport store and Corporate, and no one has provided a solution. Tonight they finally told me they could place a whole new order which is estimated to arrive in November or they could give me a 20% discount on the damaged sofa if I wished to keep the broken one (why would I want a broken sofa??). My only other option was to cancel my order completely, which is what I have done. At this point I am incredibly frustrated and disgusted by this company. I'm also mad that I have wasted MONTHS trying to make this work when I should have cut my losses and went with a different company. I am not one to typically write reviews, but I am hoping that my experience will stop someone else from making the same mistake. We must hold these big box companies accountable for their disgusting behaviour, not to mention the poor quality products that they overcharge for. It's now been 6 months since I placed this order and held off purchasing other things for my home, and all I have to show for it is a broken sofa. Please do yourself a favor and find a different option! It's not worth it.
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November 2021 by Ron Saracino
My wife and daughter went there a few weeks ago and were ignored and never assisted after asking and waiting fifteen minutes. My daughter took her business to Bassett Furniture where she purchased a sofa and dining room table and will be going back for a bedroom set. They were very accommodating and treated her the way a customer should be treated. My son didn't know what transpired with his sister and went there today and asked for assistance and the same thing happened to him. Three people were helping a lady returning broken glasses instead of assisting him with a living room and bedroom set. He is on his way to Norwalk in his search. I gave them two stars instead of one only because the merchandise is priced fairly and the quality is above average.
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October 2021 by Stephanie Young
Harassed by a young blonde here only to not receive any help. Then the older woman at the register made jokes of misspelling my name to Rhonda. She thought it was funny. But all I could see was their fear of a black woman. Terrible experience
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October 2021 by Omar Sabek
After shopping at POTTERY BARN #361 located at 27 Main Street Westport, CT 06880, I asked to use the lavatory to wash my hands. The lavatory is locked with a keypad in the Westport store. I was told I would not be given access as it is closed 'due to COVID'. With the sanitizer receptacles completely empty, I asked the rationale as cleaning hands with soap and water is an effective tool in the find against the virus. The manager ignored my question and entered an office closing the door behind her.I understand we're living through difficult times but the only way we'll make it through these times together is to treat each other with respect and compassion.My previous shopping experiences have been without incident and I don't believe my appearance factored into my treatment by the store manager.
