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September 2025 by sofia Gil
Very poor experience with the design service. Andrea drove out to our home to design a shared nursery and master bedroom. Our consult to go over the design plan was cancelled last minute because of staff issues at the store, which we understood. However, I had to chase her down for almost a week to receive the design/product recommendations that she’d promised. When I finally got them, only 1 of 2 rooms was provided. No apology, no explanation, or effort made to finish the design service.
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April 2025 by Gratziella Palza
Horrible customer service. I bought a cover slip which was stained and then when I received the replacement it was the wrong size and only because it’s customized they are unable to give me a refund. I think that is completely unacceptable. They do not even give you any incentive to buy the inserts like they are no help whatsoever. Stay away from this store because I’ve had issues with their products in the past and they are way overpriced
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December 2024 by Amy Zavis
Still waiting for a Carolina Grow With Me Activity Table, for our granddaughter, that was supposed to be a holiday gift and was due to arrive Dec 2nd. It was ordered Nov 16th.
No call from company and no answers when we call Customer Service. Very frustrated!!!
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December 2024 by Sandy DeCain
Beautiful Store but the worst customer service do not buy something online. They treat you as if you are a nuisance. They told me they get over 100 online orders a day when I tried to inquire as to why it wasn’t fulfilled properly and they clearly were aggravated that I even walked into the store to pick up my purchase. I thought these days a lot of peoples buying is done online, so I can’t understand why they act that way to customers, I will not be shopping here. They don’t deserve your business.
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November 2024 by Megan Gallo
The WORST customer service I have ever experienced in a store. I am not sure how they are still in business.
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October 2024 by Jasmin Hollywood
Great quality furniture and delivery punctual as promised.
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September 2024 by Mariya James
I came with my son to try out the sleeper couch that they have in the store. Another couple was there for the same reason. We asked to have the sleeper open to try the mattress and they said they can’t. How can you spend $2000+ on a couch that you can’t event try? Isn’t it what the store is for?
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July 2024 by Romina Doubnia
ABSOLUTELY DO NOT USE THEIR CREDIT CARD! At this location, they promised I would get a reward of 200 dollars if I paid my sofa in full, back in August 2023. I paid them in full and never got the rewards. I called their customer service several times, and they either hung up the phone or said they would call me back again. When I was finally able to get someone to help a few months later, they said that the notes from January 2024 were that I chose deferred payment, so I lost the reward. I never asked any associate to do that, and why would I if I had paid it all the year before IN FULL.
SUCH SCAMMERS.
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June 2024 by adi eaytan
I live in Bethesda and I don't like to shop in other stores in the chain but I literally don’t like to come here when I need something!!
I really don’t understand why they have such poor service :/ It's not even a store with that much selection...very disappointing
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March 2024 by Beth Newman
TLDR: All these reviews terrified me but I gave them a chance and we are so so happy, and delivery was super smooth! Customer service was also great!We called ahead and worked with Barbara in the store to pick out nursery furniture. She was so knowledgeable and helpful - she went above and beyond and we're so happy with our purchase. She also showed us strollers and carseats, which we ended up buying later. It was so helpful seeing her demo everything in person, as opposed to just having to rely on YouTube videos and online reviews.From the reviews here, I was so nervous about shipping and delivery, but it was really smooth and the movers were professional and fast. The delivery was 2 weeks past the estimate, but to me it was worth that wait for greenguard certified furniture.For customer service - we also bought a stroller and car seat through them and the stroller that arrived was not what we ordered. I called customer service and within 3 minutes, I was on the phone with someone who took care of it quickly. I called back a few days later to confirm that they received the other stroller and again, someone answered the phone very quickly and confirmed everything. I'm not sure what is happening to others in the reviews, but I have nothing bad to say about their customer service.Just wanted to write a review so hopefully other parents who are trying to buy from Pottery Barn don't get discouraged. I hope your experience is as good as mine!
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January 2024 by Katie Kohout
Horrible customer service. I Love pottery barn but this store management is horrible and rude. I placed a big order and regret ever giving this location a dime of my money. Will not purchase anything from this store again.
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January 2024 by Theresa Beltran
Agree with the other reviews regarding customer service. Without that, it doesn't matter how nice the store presentation is. My husband and I was just treated horribly by manager Kate -- she went between trying to ignore us (we were the only customers in that section) and speaking extremely condescendingly.
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December 2023 by Neelam Khan
Have been here twice, extremely disappointed by the rude and condescending approach they have towards customers. Systems don’t work and they blame you. A complete embarrassment to Pottery Barn and their brand.
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October 2023 by Jordy Coro
Extremely underwhelming and disappointing customer experience. My fiance and I made an appointment at this location, and we were met with a retail salesperson who was not helpful and was disinterested in showing us items around the store that we might want for our wedding registry. She was short with us when it came to signing up online in order to scan items that we'd like. We were asking more questions than she was, and quite frankly, she didn't really care that we were shopping for our special day. I honestly thought we would work with someone who actually wanted to be there and was enthusiastic about the store selection. You are better off looking online. The design consultant (DBradley) at their online store was far far nicer and willing to assist me with any custom questions (which I appreciated). We cut our appointment short and headed to their sister store, Williams and Sonoma. I would not come here again to shop or recommend it.
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October 2023 by bear F
Great service
