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September 2025 by Christopher Graham
Abysmal customer service. Avoid this store, there is only one employee who deserves recognition and unfortunately I do not know her name. I do have her associate ID but due to security reasons, I won't post that. She deserves a raise and was extremely helpful. Everyone else at this at this store that I've interacted with has been slow, anxious, frazzled and unable to offer what I consider a baseline of customer service.
If anyone from Pottery Barn HQ is reading this, please audit this store. My wife and I returned a gift on our registry due to the wrong color, confirmed it would not notify the individual, and that person was notified of the return and received an Apply-Pay full refund. This then turned into our problem and 4+ hours combined on the phone with customer service trying to remediate the issue just for them to issue the return balance as an e-merchandise gift card.
If you ever need to do a return and need to receive it as a gift card balance AVOID AVOID AVOID this store at all costs.
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March 2025 by Angelica Caraveo
Walked in ready to splurge, but after walking around for about 10 min with no acknowledgment from any EMPLOYEE, I decided to take my money somewhere else. These employees need to remember THEY are the workers there and get paid to assist customers not the other way around.
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December 2024 by john p
I love this place after grabbing coffee next door. I always find nice or modern designed mugs and bowls, gifts to give to others, for all occassions and they come in different price points. The nicest stuff always cost a lot. The service here are consistently excellent in the many years I've came.
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November 2024 by Travis Oscarson
Absolutely thrilled with the incredible service I received from Lynn at the Pottery Barn store in Biltmore Fashion Park! Lynn has been a true gem, guiding me through the process of finding stunning new home décor pieces that perfectly suit my style. Her eye for detail, design expertise, and genuine enthusiasm for helping customers shine in every interaction. Whether it's suggesting the perfect throw pillows or offering tips to balance textures and colors, Lynn has transformed my shopping experience into a delightful adventure.
And a special shoutout to Kevin, the assistant manager, for creating such a warm and welcoming atmosphere in the store! His leadership and attentiveness ensure that every customer feels valued, and his support for the team is evident in the outstanding service they provide. Together, Lynn and Kevin make this Pottery Barn location a true treasure. My home is quickly turning into the cozy, stylish haven I’ve always envisioned, all thanks to their exceptional help.
If you’re looking to refresh your space or just need a little decorating magic, this dynamic duo at Pottery Barn is the dream team to visit!
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October 2024 by Carla Page
A sales associate by the name of Navina Spence called me to check in about a possible purchase and I let her know I went through the website and she became really rude and aggressive stating I should have called her first to make my purchase. I spent a total of maybe 10 minutes with her in store. I found this to be extremely off putting.
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May 2024 by Genesis Carnero
Just visited Pottery Barn after being soooo excited to find one in my area, and the service i received was horrible. Natasha was so mean to my husband and i after i told her we were planning our wedding and looking for cute decor. She barely paid any attention to us, and when she did, she made a rude remarke on how people who marry young divorce. It was just a horrible experience. If i could give 0 starts i would
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January 2024 by jacki hurley
The customer service given by Savannah was great. Pottery Barn at the Biltmore mall.Sadly, there has been a decline in customer service over the last several years in the retail industry. I spent 35 years of my life in retail management, the last 12 as a district manager for a retail sales organization.I pay VERY close attention to customer service - obviously - with my history. I will spend the time driving to work with someone who actually cares about their customers.
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November 2023 by Douglas W.
Subject: Buyers beware! Retail NightmareI should start by saying that I do believe Pottery Barn makes decent products that are relatively well made and designed. That said, their Customer Service is abysmal. Here's my sad saga: I purchased a large sitting chair and after it was delivered, I opened the box to discover it was missing its legs. I was then given the runaround between their Customer Service representatives and the warehouse employees, neither of whom wanted to assume responsibility and actually do something about the missing legs. Finally, they told me they would have to order new legs but added it would take FOUR MONTHS. I agreed to wait because I really liked the chair and hadn't seen another one like it anywhere else. Cut to four months later and, of course, no one contacts me. When I contacted them, I once again got the runaround between departments. Eventually, I'm told they will look into it and get back to me. Two weeks later I called them and found out they only have one leg, adding it might take another four months to get the remaining legs. At this point, I decided to cancel the order. And, as expected, that process took several weeks before I finally received a credit on my card. The bottom line is: always read reviews and trust them. A whopping 93% of Trustpilot reviewers gave Pottery Barn one-star (out of five) and this is over 1,300 reviews. I intend to post this review wherever possible to warn consumers about buying anything from Pottery Barn.
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November 2023 by Carrie Jakubowski
I have never had to return an item to pottery barn before but the blanket I bought back in August starting ripping and falling apart to the point of not being able to use it anymore. This has happened to many blankets I’ve owned before but have just thrown them away after they fall apart. It had only been 2.5 months since the purchase and it was ripping soon after that but I thought it would stop as it was just in one area but it didn’t. I tried to return it ($179 blanket) and was told that they couldn’t accept my blanket return since it was outside the 30 day window even though a team member told me the day before I could bring it back for a refund and I did let her know it had been over 2 months and to just speak with a manager which is what I did. The manager asked another manager who told her that it couldn’t be returned since it was outside the 30 day window even with my receipt. She took my number and said she would speak to her big boss and she would call me back. She called me later that day to inform me that she couldn’t accept the return. They should not be selling these blankets that keep falling apart and I am upset that I couldn’t even get in store gift card. I never make an issue out of things like this but it was an expensive item that was defective. I will not be returning.
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October 2023 by Kathy Nadeau
Needed more stock.
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October 2023 by Robert Mainieri (Rob)
Very quick service
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October 2023 by Crystal Duke
Who doesn't love Pottery Barn. We actually found some Christmas plates that we loved and went home and ordered them off their website. Haven't got them yet, but we know that we will love them!
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October 2023 by Jessica D
I just love their home goods selections and Saturday classes. The staff is friendly, helpful, and knowledgeable.
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September 2023 by kevin clark
I always love seeing what they have in the store. Super pleasant place to shop
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September 2023 by Klaryssa M.
We had a horrible experience at this location. My cousin and I were walking around and browsing the store. We sat down on some couches and we're on our phones discussing different prices. We were approached by an associate by the name of Tony. He asked us multiple times what we needed help with and we answered repeatedly that we were just browsing and thanked him. He did not move away and kept asking what we needed help with. He also tried to look at our phones to see what we were doing. We told him once again we were just browsing and did not need any help from him. He finally walked away. We got up and started to browse more of the store. Tony proceeded to slowly follow us around the store from a distance. We felt uncomfortable but did not want to stop shopping just because of him. He ended up following us very closely and with no shame. I finally had enough as he has been making both of us uncomfortable. I turned around and asked if there was a reason he was following us around. He told us it was just in case we needed help. I said that as we've mentioned to him multiple times, we do not need any help. I told him it was strange for him to be following two young girls around the store as an older man. He proceeded to call me disgusting and weird. I told him that it seemed more disgusting that he was following us around for seemingly no reason. He kept calling me disgusting and weird and crazy. I told him to leave us alone and that if we needed help, we would ask. He told me he did not want to help me and that I was causing a scene. I assured him I was speaking calmly despite being very uncomfortable. Finally, Natasha Kelly, a general manager, came up to us and asked what the problem was. She pulled us to the side and we told her the whole story. She listened very intently and was very apologetic. She assured us we did nothing wrong and we are welcome anytime and she would personally help us. She told us she'd be speaking to him. We appreciated her helping us. It was a very bad experience that we did not deserve. Tony made our experience there horrible and I truly hope they do what's right to fix it.
