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October 2024 by Tan T
Customer service towards African Americans is lacking. I walked through this store for 15 minutes today and not once was I approached nor asked by any of the 3 store workers if they can assist me, yet 2 other white customers walked in after me and were immediately greeted by the store workers and asked if they could offer assistance. I’ve shopped at other pottery barn stores in different states and received better customer service. But because this Mall’s Pottery Barn intentionally ignored my presence, I will no longer shop here. I will certainly reach out to Corporate office and if this is a franchise locate the owner to express my concerns. I’ll take my money and shop somewhere else, but no longer will be a customer of Potter Barn.
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September 2024 by Kiarra Stokes
Extremely rude I was looking for a new furniture for my new house and I asked the question about a bear and she was not willing to help . she answered with a simple and kept on about her business instead of trying to assist me further with my furniture journey
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September 2024 by L rich
Not customer friendly.
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August 2024 by Sam
I was debating whether or not to write a review, but after my experience at this pottery barn location, I thought I would. I made an appointment recently to make my wedding registry and set it an hour before the store opened. Every store I have registered with allows for registry appointments to happen before stores open to give individualized attention to the customers, so I was expecting some assistance.
When I came in with my fiancé, we were told they would find an associate to come and help us, but then returned a few minutes later to say that everyone was too busy to help us. She acted as if we were bothering the store, and the conversation left me feeling like I couldn’t ask for assistance. I was a little disappointed, but I understand people can be busy.
We eventually did come up to bedding, and I had a few questions I couldn’t answer myself. I mentioned I wanted to find someone to help while an employee was sitting in the chair in front of the bed I was standing at. I thought she was a customer since I was looking for a bedding barcode to scan she moved for a moment before sitting back down. I went to the cash wrap to ask for help, and I stood there for a few minutes while the two employees were talking and not even acknowledging I was there. I had to walk away and find another employee who just clocked in and see if she could assist.
I don’t remember her name, but she was a great help for the last few minutes of our appointment, but her manager had her step away to have a team meeting.
I left the store without completing the categories on my registry since they weren’t of help. I went to my hometown’s Pottery Barn in Nashville, and they were the complete opposite and very attentive.
Hopefully, they can fix their customer service issues.
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May 2024 by April
Looking at the reviews I see why my experience wasn’t good. I bought a sheet set and because I didn’t like the buying experience I returned the next day. I’ve purchased items online no problem but I would not order furniture from here, the sales people aren’t engaging enough to spend that kind of money.
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April 2024 by L S
We had a great experience with our sales associate Jessie when we purchased the Clarissa chandelier. Because we no longer live in Charlotte, our order was done by phone, and Jessie was so helpful and friendly. We required some follow-up customer service, and Jessie really came through for us. Thank you for caring.
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April 2024 by Ginger Griffeth
I ordered a Baby's 1st Christmas with year 2023 on it. I received the product with 2022 on it. In order to receive the correct product, I would have to go through the trouble of sending the other one back. It is honestly not worth my time at that point, so unfortunately I am keeping the incorrect product.
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April 2024 by Richard K
BUYER BEWARE. This company is unscrupulous! I placed an order for a curtain rod that never came. After 6 weeks, I decided to cancel the order. I was told by their agent a refund would promptly be issued. 2 weeks pass and no refund. So I contacted them again and they claim the refund wasn't processed the first time but they will do so now. This is the same story with other returns to Pottery Barn. It appears Pottery Barn is hoping you will forget about the refund and never check back in. I've attached a copy of my most recent chat, which highlights the game they play. Good luck!
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April 2024 by Charlotte R.
Ordered +$20k plus in merchandise from this store. The Hudson dresser arrived with wood burrowing beetles inside the drawers. When I called the store asking for help, Heather, the store manager, had an attitude for no reason and told me that the very earliest anyone will be able to come pick it back up/take it out of my home was later in the week. She didn’t even make a call to customer service like I asked her to, but rather entered a ticket and never called me back with an update. When I called her back, she told me that’s all she could do. Once I called corporate, they were confused as to why the store manager didn’t contact them immediately. What’s the point of ordering through the store if they refuse to help when there’s a serious issue? Pottery Barn put bugs in my home. An apology and an ounce of respect would have been nice.
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March 2024 by MS Ms
I ordered 10/12 ft rug on Aug 2022 with estimated delivery in Sep, however , I received the rug in Jan 2023 .though the order was received much later which was very inconvinient but the quality of rug is great .
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January 2024 by Lindsay Schneider
Rodrick, the Store Manager, said I should order a sofa through him or a store representative so I called and placed an order with him on November 8th. He told me I would have the sofa by Christmas. It's now December 31st. I have no sofa, and tracking hasn't updated at all since December 15th. I just called the store. Rodrick is out and the representative I spoke with said it will be a few more weeks, and she always tells customers to add WEEKS to their estimated delivery date. When I asked her the benefit of ordering through a store representative, she said they have store numbers to hit. So, they make it seem like ordering through them is a benefit for you, but it's really for their numbers, and when your order is delayed, they clearly do not have any way of helping. So disappointing!! I'll forever be a Crate & Barrel girl. Period!
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January 2024 by J-Kube
Service was very polite. Store was clean and everything was well marked.
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January 2024 by Jimmy Glahn
Horrible experience. Purchased two chairs they had in-stock because they were heavily discounted as floor models. Sales associate told us the slip covers can be thrown in the wash. Found out they have to be dry cleaned. After the cost of dry cleaning cost of $200, these are the same price as new ones I can order from them. Gave 2 stars because they did offer a refund. Be aware of the shady sales practice.
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December 2023 by Alex Hostetler
Great selection of home decor! Always love stopping by the store.
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December 2023 by Robin Champaign
My daughter ordered two marble topped square bistro tables. The two arrived with white glove delivery. She was out of town so i met delivery men. One base of one table was mashed. The exterior box undamaged. I immediately refused the damaged table but was unsure whether to refuse the undamaged table as they need to match. The delivery service got PB on the phone to discuss withme. He claimed they have 1000 in stock. Will get it redelivered. Today we learn that claimed delivery of two tables. As of today best they can do is deliver 12/7/23. After the group affair the tables were ordered to accommodate. All because someone at pottery barn did not check the order, then the delivery agent did not do a correct job noting only one of two was delivered and another pbarn person did not reorder immediately. They had the funds. They should care more about customer service. There is not even a way to email them. They do not give a darn. Got the money and that is all they care about!! Not a great store if they cannot deliver goods without damage and follow through if mishaps occur!!Update:PB shipped two table tops only as replacement for damaged stand. So both were returned and the additional first table. Needed two complete square marble top tables. Not one and certainly not two table tops with zero base. What a joke in professionalism Pottery Barn has become. By the way, none were marble. Only fake marble veneer. Dont need this when ordering and paying for good furniture. Never stepping foot in another PB store. Ever. Anywhere.
