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October 2024 by Akan Ledger
I had been a customer for 20 years. Pottery Barn is in decline dramatically. They messed my furniture order during packaging. It took 2 months to have it corrected. I have records of talking to 15 people both Pottery Barn and PB Credit Card within a month and recorded 9 hours of phone calls. I was refused to provide Corp contact info. Many customer service agents said to me on record "our managers do not want to talk to any customers and force us to their jobs". They sometimes put me on hold for 1 hour but could not find any manager. At times I provide my info for call back instead. Never once got a call in 2 months.
i had made the whole payment before I was billed, before the delivery. Then Capital One Pottery Barn Credit Card lost my whole payments twice in a month. They instructed me stop payment twice. Then a day after, they found the checks. They got my 3rd online check from my bank, also Capital One. Still, they forced me to pay late fees and interest fees. When I disputed, I had all the bank info that I had paid on time fully, Devon, rude supervisor, said he didn't care. He was belligerent, After I complained about him and closed my account due to despicable Customer Service with a credit hanging, they reported me to Credit Bureaus the next day. Yet, I still have a $100 over payment to be refunded. Within a month!!! Others only report after 60 days, I am informed. That caused my credit score to be lowered 10 points. It went from being excellent for years to good for the first time. And they took back all the points I had earned.
I also wanted to end this drama after 3 months, I ended up getting a replacement furniture and kept both. I ended up paying double at the end. Consider all these frauds and the terrible customer service before opening an account from Pottery Barn and buying anything. The next step is to file a fraud complaint.
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July 2024 by Hannah Walker
I've been to this location several times over the past 3 years. Within the past year, I've noticed that every employee interact with when I visit the store has a chip on their shoulder and the customer service is not very good. I'll ask about something and they won't ask questions or even say general greetings. I've felt like the vibes are just off. The Mosaic District Pottery Barn is way better.
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May 2024 by Michelle H.
This store has absolutely the best employees who provide Top Notch customer service. Everyone was very knowledgeable, professional and will give you space to browse, however, are still there whenever you need assistance. Our sales person Quianna is the standard of what all sales people should strive to be. She was absolutely a joy to work with..very knowledgeable and extremely patient. Folks, if you're looking for a great selection of fine, quality furniture, accessories and Top Notch no pressure sales professionals...drop in you won't be disappointed or leave empty-handed. ;)
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May 2024 by Lea B
White middle aged employee followed 4 feet behind my and my husband’s every move while I was looking at plates. When I walked upstairs I smiled at her but she didn’t even acknowledge me so I assumed it was just another customer not an employee.
To make it worse as she followed me she didn’t even have the decency to attempt to hide her prejudice with trying being helpful so she just stalked me without asking if I needed any help.
Shameful.
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March 2024 by Olivia Companies
The workers at this store are unnecessarily rude.
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February 2024 by Timothy Sawwah
If you are in furniture business and unable to build a single bed headboard in 9 months, I think its a good idea to just close.
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October 2023 by V H
Under construction
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September 2023 by Brennan Abrahamson
Ordered a dresser with an expected delivery date range that was "quick" given that it was in-stock and ready to ship. The item was supposed to arrive 3 weeks ago, and online it still says "preparing to ship" with no new updates. Called customer service, and they were unable to provide any updates. Customer service submitted a ticket to another department to determine where the item is and hopefully start the shipping process, but no guarantees. I do not recommend ordering from Pottery Barn- like many other reviews, it can take a very long time for your item to arrive even when their website states they have the item in stock and ready to ship.
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September 2023 by Frank Wilde
Pottery Barn furniture and their rugs have been terrible quality. We had a rug that cost $1,000 that we ordered, and it fell apart after a few months. Pottery Barn customer service would not even connect us with a supervisor to discuss the situation. Pottery Barn supposedly gave us a year long warranty, but would not replace the rug, offer a refund or even have a manager/supervisor call us to discuss the situation. We have spent $50k furnishing several homes with Pottery Barn, but we will no longer buy from them given the poor quality and terrible customer service. And if we could give them negative stars, we would.
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September 2023 by Frank W.
Pottery Barn furniture and their rugs have been terrible quality. We had a rug that cost $1,000 that we ordered, and it fell apart after a few months. Pottery Barn customer service would not replace or refund us for this rug. They supposedly gave us a year long warranty, but would not replace the rug, offer a refund or even have a manager/supervisor call us to discuss the situation. We have spent $50k furnishing several homes with Pottery Barn, but we will no longer buy from them given the poor quality and terrible customer service. And if we could give them negative stars, we would.
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September 2023 by Jesus Trevino
Poor customer service at the Tyson's Corner, VA location. My family was interested in making purchase of living room furniture during a sales period (7/2/2023) and set up an appointment with an in-store designer (Shata); however, the staff member never followed up and the sales period expired. When we contacted the store manager (Alex), the manager explained the designer was very busy with other work and overextended themselves in trying to help us with our purchase. When we asked to extend the sales promotion offer, the manager said they would not do this despite the poor customer service and follow-up by their employee. The store manager offered not help or apologies.Do not waste your time with the Pottery Barn at Tyson's Corner if you are expecting decent customer service.
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August 2023 by Henry P
Smaller than most other Pottery Barn locations, so less large furnitures but still offers good selections of tablewares.
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April 2023 by Ben English
This was one of the worst experiences ever. We ordered 6 dining chairs in November 2022. We were told they would be 8 weeks. Then in January we were told they would be delayed until April. And then we get a random email saying they are just cancelled. Appalling customer service, totally untrustworthy- don't waste your time.
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February 2023 by Niloc Carriere
Great place to shop but the availability of the products is limited especially if the item is on sale or marked down. Call first before you go to the store on the availability.
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January 2023 by Sarah M.
Let me start off by saying I have been going to this location for years (since 2017), and have bought lots of little items here. I tend to buy my bigger furniture pieces online, and I can attest to the quality of most PB products. So why the 2 star review? It is relevant to this branch location, it's scheduling practices, and "free" design services. Bottom line: go elsewhere if you want to buy actual furniture from this store with design personnel expertise. I have tried three times to obtain design services. Once in the store itself with a design consult who was so new to interior design, he was visibly sweating with nerves when I spoke about how I needed my 3000 sq ft townhome furnished from scratch. Later, I booked in-person appointments at my townhome itself. Pottery Barn no-showed twice. The first time they cancelled with a little notice - a few days in advance, but the second time they canceled about an hour before the appointment. They also only do appointments during the weekday, which meant I had to arrange to be off from work for both missed appointments. If time is money, I've lost a fair amount on this store. Buyer Beware: you get what you pay for with this "free" design service.
