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March 2024 by Amy DeBlase
Bought a bed in October. Bait and switch. Was sold to us as a platform bed which had 1” thick maple varnished slats in the store. But what we got was 1/2 “ bendable pine slats. Twice. Our brand new mattress is sinking and I’m in pain everyday from sleeping in a bed that’s caving in. The run around continues from corporate, 5 months later blaming now the Chinese new year. I don’t know what the Chinese new year has to do with poor customer service fromThe getco. We still have yet to be refunded the “white glove fee” or any money for that matter.
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February 2024 by Taurean Relyea
Overprice garbage with extremely poor customer service! We had purchased a $1200 leather office chair (yes…$1200!), within a few months, a poorly done weld on the bottom bracket broke, rendering the chair, useless. After many hours of trying to get through customer support, and then finally trying to call them back a year later, I was simply told that they do not send out partial pieces to this chair. They were not able to offer me any other options either. I would give this store five stars if you enjoy throwing money away.
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November 2023 by Jason C
Product was a month late, they used a third party install and delivery team. Not only did they not know how to set up my furniture they broke it. If you want to sign up for an expensive nightmare use potterybarn, should have used Arhaus.
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October 2023 by Jacklyn Favia
Sheryl at eastview mall assisted us because we were having difficulties with our registry discount. She was kind and helpful
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September 2023 by Chandler Kozyra
We ordered a pottery barn table on July 17 with an estimated delivery date by August 8. A week or so after we ordered the table appeared as in transit to delivery center. As August 8 approached there was no other update on the table. We called customer service who said they would take a note in our profile to call us back with an update once they checked with the “hub.” We never received a call back and all of a sudden our expected delivery date changed to by August 28. A couple weeks past and there was still not update or change in status. I called customer service again and was greeted by someone who didn’t seem to care at all and then immediately forwarded my call to their delivery vendor. The vendor said their soonest delivery date is September 12. I called Potter Barn customer service again on September 7 to confirm this and to make arrangements for someone to be home on September 12. The rep said there was no record of our table being scheduled for delivery. Honestly it’s the worst customer service and shopping experience I have ever had. Will not be shopping with them again.
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July 2023 by John C.
Two months waiting for delivery of our outdoor dining set. They keep moving the date. Waiting for two chairs and won't deliver what has already landed in the warehouse. Customer service hasn't been helpful in making any progress. No updates or communication. Just missed our big 4th of July party which they assured us would be no problem. Never again.
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July 2023 by Lauren Smith
Absolutely worst customer service I’ve ever experienced!! I walked past several associates and was never greeted or asked if I needed help, just the constant stares and glances/eye rolls. Once I was finished shopping I stood at the register for a good couple minutes waiting to be helped. I also asked for my items to be gift wrapped and was denied due to “lack of associates available”… I’ve never been so uncomfortable to shop in my life. With the higher price/luxury items you would think getting top tier customer service to be expected, but not at this location!
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July 2023 by CLAUDETTE KILLIAN
On June 3, 2023 I ordered the Mateo Armoire with a list price of $1499. The shipping and processing fee was another $499 plus tax and a delivery surcharge. My orginal order confirmation said to expect delivery between June 13-27. On June 23 I received a text to set up my delivery. The earliest option was then July 8. Today, 6/30, I happened to notice that the Mateo Armoire is on sale for $1274. Since the order hasn't been delivered, I called to see if I could get a credit/price match. After being on hold for 10 minutes, the rep told me she couldn't price match but I could cancel my order, then place a new order for the sale price and wait again to schedule a new delivery. Since I was annoyed that I couldn't get the sale price, I asked if I could just cancel the order. The rep said as long as the order had been delivered to the "hub" she could process the cancellation. It took her another 10 minutes to confirm that the "hub" had the armoire. Before she proceeded, I asked if I would be getting all of my money back but she said that I would have to forfeit the $499 for shipping. I'm very unhappy with this entire experience and cannot believe Pottery Barn will not offer the sale price. This is not a customer friendly company and the dates they quote on confirmations mean nothing. I will NEVER purchase furniture from Pottery Barn again. Fingers crossed I will actually get this overpriced armoire on July 8. #buyersremorse
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July 2023 by Christopher Santiago
Worst customer service I’ve had not one person helped me while I was shopping and I was trying approach associates but I kept getting the vibe they didn’t want to help and some left when see me approaching never going there again
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June 2023 by Renee L
Ordered a drying rack online. Didn't put it together until 6 weeks later. Found out it is too large for my apartment. Called customer service and won't let me return or exchange it. Will not shop here anymore
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June 2023 by Russell Doty
My wife went to the Rochester Pottery Barn a week and a half ago. She bought a cream colored velvet comforter and some hand soap. She also placed an online order. A saleslady named Lisa helped her. She said the store was really nice and Lisa was wonderful. Lisa was really nice and took the time to show her several blankets to,help her find the best one for us. The comforter is perfect. Would definitely recommend this store.
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April 2023 by Robert
Nice stuff, was looking for more lighting type stuff, ended up ordering online
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April 2023 by Steve Sanow
We expressed interest in a desk that cost $799+tax. We asked when it might be delivered. They quoted a two week range but would not guarantee that it would be delivered by the end date. Wait, there is more. If the item can not be shipped by UPS you must pay a $308 white glove delivery surcharge. So your $800 desk becomes a $1100 desk. Do not buy anything that you cannot carry out of the store
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January 2023 by Joshua K.
You would think you’re paying for decent customer service with how things are priced, but that’s not the case here at Eastview. I have spent thousands of dollars at another pottery barn in the past and never encountered this. Very pretentious employees that snicker and mock questions from customers that are ready to spend money. The manager is also rude and doesn’t seem to care. This place will be out of business if management doesn’t change or hire people that are actually nice, knowledgeable and don’t have bad attitudes. Another customer lost. ✌️
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December 2022 by Robert Green
Went in to buy a $6k sofa and was forced to pay $409 for delivery!!! I asked several times that I did not need the delivery but was denied pick up on sameday as arrival. I asked the store manager if something could be done do either wave the delivery that I had not asked for or offer some kind of credit toward a future purchase and the answer was simply NO! I'm in the middle of a complete remodel and my designer had recommended this store but it looks like I WONT be purchasing anything further from them because of the "mandatory " delivery fees!!! I will be pursuing this forced fee with the NYS attorney General. The only cost that should be mandatory upon a retail purchase should be the cost and taxes of said supplied goods.