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March 2024 by Mik Lynn
Called to see if they had a specific piece of furniture on dispaly and after being put on hold for 23 minutes I had to hang up. I've read horrific things about the customer service that Pottery Barn provides, or lack there of as it were, so I guess I shouldn't be surprised.
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February 2024 by Priscilla Kirchheimer
Had a home design appointment for my new home for Saturday morning, got an cancelation email late the night before, no reason, not calling for reschedule… NOTHING… I tried again two weeks late for Friday morning, the night before they confirmed my address for Friday at 10:30am no one showed up, I called the store at 12:00pm explaining I took the day off for this, Angela said she will call back and till this day I’m waiting for their call..
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February 2024 by Jim Crowley
So nice. A lady answered. She had a customer and asked if she could call me back. You know what, she called me back.The best part was how very nice she was. Listened, understood, then went further. I asked about an item she did not have in her store. End of story? No. She contacted some one in the company at another location and provided me with details that answered all of my questions about the item. I bought it!Thank you miss / Mrs. nice. Jim C.
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December 2023 by Edward Landi
We spent $16,000 in one day. Ordered 7 items. Took forever for delivery one thing at a time. 5 of 7 were damaged and had to be fixed. Terrible customer service. Will never buy anything from them or Williams Sonoma again. They are picking up a wall unit today for return. We’ve had enough.
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December 2023 by John Kritz
It's sale time
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December 2023 by Varun Shah
Employee just hangs up on me and refuses to help. I received damaged items and they refuse to do anything
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November 2023 by J L.
walked into this pottery barn and was not greeted, it was not even that busy and no one asked to help us, meanwhile 2 female employees are just chatting it up
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November 2023 by Virginia Gaitan
I recently purchased 8 dining chairs from this store. Bill was supposed to call me to provide me with information about my delivery and he never did. A few days later I called the store, but he was off and I spoke with the manager (a male). He said he would call them and call me back with an answer. I even asked him to leave a message on my voice mail if I didn't answer. Once again, no call back. Very disappointing. Seems customer service is non-existent once you've made the purchase. I will never buy from them again.
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October 2023 by Lisa Johnson
Continued issues with misrepresentation of product availability. Ordered Halloween decor in July 2023 (end of September) and still says back ordered and consistently pushed back date. This was an issue with furniture too, and sales rep says mostly resolved which it is not. Please be transparent with availability versus major advertising to customers and you know it’s backordered (but don’t disclose until after purchase).
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October 2023 by Tameka Bingham
This store racial profiles people of color. I went into this store with my husband and two small kids looking at coffee tables and was followed the entire time. This is unacceptable. Both me and my husband serves this country daily. But we can’t walk into a store without being followed because of the color of our skins. The employees of this store will never make commission from my purchase.
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October 2023 by Katie Rhineholz
Went into the store today with an unconventional or challenging request.Frank and Bill jumped into action to help me solve my problem and they did!!The store was clean and all the items were beautifully displayed, as usual.It was refreshing to be at the receiving end of truly incredible customer service. Pottery Barn PGA is the best!!!
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September 2023 by Cynthia Chick
The worst retail experience in my 40 year design career.A custom curved banquette order 12 weeks ago, came in with a broken leg, and I received the call the morning of delivery.It is being remade, and this will end up being 32 weeks, and that is assuming the replacement piece arrives intact.I left three messages for the store manager to contact me.I dealt with B2B customer service and was given a case number to see if this could be expedited. NO ONE wanted to help me. I was kind at first, and then I was angry due to the apathy and lack of results.DO YOURSELF A FAVOR and trust me on this as a design professional: do not even think of ordering custom furniture from pottery barn. If there is an issue, as is the case with my order, you will not only be waiting forever, but you will receive no support whatsoever from the company.I will NEVER step foot in a pottery barn or an affiliate ever again. This is shameful, just shameful.
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September 2023 by Cynthia C.
Folks, STAY AWAY AT ALL COST.I am a designer, and am part of their trade program.I placed an order in May for a custom banquette along with two matching chairs, for a kitchen corner. FABULOUS. UNIQUE. On the morning of, I got the dreaded call that the leg was broken on the banquette . A new piece must be ordered and manufactured. Now December. Forget my photo shoot the end of October. Forget the fact that this is now eight months for a simple banquette. I left three messages for the manager of this store as I needed assistance. I have a case number now with business to business customer service, to no avail. I was informed that aside from the discount, the trade is viewed just like a customer off the street. Because this is a specialty piece that I have found no where else, I am stuck with Pottery Barn, but the overall experience has been so horrific that I am just stunned by their apathy, and their lack of assistance and concern for the consumer. I will never step foot in their store again. PLEASE heed my advice: do not even think of ordering a piece of custom furniture from this store, or from pottery barn in general. This is all under the huge umbrella of Williams Sonoma, West Elm, CB2, etc. and it is an example of corporate America no longer caring about the consumer. I am just stunned by their apathy and dismissive attitude. Stunned. STAY AWAY!!!!!!!!!!!!!!!!
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August 2023 by Karen P.
I purchase a duvet two months ago. It was $424 and is unusable because it is so "pilled" that it is uncomfortable on my skin. I sent two emails with pictures and never received a response. I called customer service and was told that "all our duvets pill, there's nothing we can do about it." As I replied, well it would have been nice to know that before I spent this kind of money. Given their unwillingness to stand behind their products I will never buy from Pottery Barn again.
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August 2023 by Kristine Forster
I placed an order for a Hardy Upholstered Bench on May 23, 2023. I called to cancel the order that has yet to ship and was told that because it was a nonreturnable item, I could not cancel the order. I explained that the process for delivery has not gone any further than placing an online order. I was told there was nothing Pottery Barn could do for me. I also placed an online order for bathroom hardware. I received the toilet paper holder and the towel rack. The hand towel ring will not be delivered until October. Very disappointing on so many levels!!
