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October 2024 by Anne Hermary
I purchased a set of dinnerware (dinner and side plates as well as bowls ) from the Vancouver store. In total, the price was approx $400 for 6 settings. After using four plates once, they showed ugly knife marks all over the plate. I have never had that happen on even inexpensive dinnerware. I called and was told that it’s normal and I need to buy a solution on Amazon to clean the plates after each use and that’s what I should expect from the plates.
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October 2024 by Jill St. John
Avoid shopping at Pottery Barn. If I could give zero stars, I would. As someone who works nearby, I unfortunately visit the store often for items I need for my new place. The staff is generally unfriendly, and it’s rare to find someone who actually knows about the products. My most frustrating experience was buying a floor lamp that wasn’t in stock. They wanted to charge me $200 just to bring it to the store or deliver it, even though I would have gladly picked it up to avoid the fee.
On top of that, I made the mistake of adding a light bulb to my order. No one explained I’d be hit with a separate shipping charge for that too. When the invoice arrived, the total was $48.10 for a light bulb. I contacted customer service, but they were no help. They also informed me that returning the item to the store wouldn’t refund the $15.95 shipping cost, and there would be an additional return fee. This whole experience has been incredibly disappointing and unacceptable.
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October 2024 by David Cooper
In the last 5 years I have purchased 3 couches, 2 leather swivel chairs, $600 worth of cutlery and numerous other items from Potterybarn.ca. and the Vancouver store. I estimate my purchases to total over $20,000.
In August I ordered 2 pillows and 2 pillow inserts. I received 1 insert. I have spent a ridiculous amount of time trying to get the $32 back for the short shipped insert. I suppose they are waiting for me to give up. So Pottery Barn Canada, keep my $32 Canadian. I will take my business elsewhere. Chuck Williams would be ashamed at the service I received. RIP.
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October 2024 by Shawna Berry
I have been at this location a few times in the past month or so, even spent about $500, but the poor service and general lack of interest to help me is consistent. The staff seem inconvenienced by their customers.
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September 2024 by Meg A
I have placed an order in April, still saying preparing to ship. Spoke to customer service and store manager here in Vancouver. No solution at all. They can’t refund my payment back because status saying preparing to ship for 6 months!!!!! I don’t know what to do. I need to escalate this.
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August 2024 by H H
I went to return an item that was back ordered by 3 months, it arrived! The in store service representative named Vivian was very helpful and patient. She spend 45minutes on the phone with customer service phone line to help me. My order arrived but the order number on the box was different than the system and the system said it was still in production and not even shipped yet. I had to return it because the delay was so long I had to buy something else and also they sent me the wrong item. She noticed customer service was going to refund me the wrong amount so she spend extra time to get me the correct amount. Odd system issues but I appreciate the in person staff! Thank you for your help!
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August 2024 by Sunny Grewal
Despite terrible reviews on shipping times I continued to place an order. The shipping times have changed twice without notice and on the date of delivery it now says “delivery date is not available.” Simply not worth the headache of ordering from this company. They claim to be upscale however the customer service is less than 1 stars. I would rate 0. They make you pay a return shipping fee although it was their mistake. Avoid at all costs.
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August 2024 by Rosemary Pitzer
So disappointed that shipping dates so inaccurate. My item only shipped the day it was supposed to arrive - which was already a week after I ordered it. So an item ordered July 23 is now arriving August 7 instead of July 30.
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July 2024 by Osbert Plunky
Can't speak to their products/furniture upon delivery but the sales associate named JR is very knowledgeable about the furniture. He knows his stuff. He is also really patient, I had a bazillion questions. Talk to him if you have questions!
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June 2024 by John Anker
Very nice store. Very freindly and helpful staff. Beautiful layout of furniture.
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June 2024 by Samaneh Haddadi
I am deeply disappointed with my experience ordering from Pottery Barn. In December 2023, I placed an order on their website. Months passed, and despite numerous phone calls with customer service and visits to the store, I discovered that they didn't even have the item in stock and would not be sending it. They assured me I would receive a refund.
However, it has now been nearly a month since they claimed to have initiated the refund, and I still haven't received my money back. Every time I call, they tell me the refund is in process, but it never arrives.
This experience has been incredibly frustrating. Pottery Barn needs to seriously improve their order and refund processes to prevent such issues in the future. Customers should not have to go through this much trouble to resolve problems with their orders.
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June 2024 by Nazgol Seyednejad
Brides! beware, DO NOT sign up for your wedding registry with this company. Our registry was non functional. It would not work properly. Our guests had such a hard time buying items through it. The company is aware that their registry does not work well in Canada and they continue to let people sign up. We had double or triple of the same gifts, The company (WS and PB combined) made it very difficult for us to return anything and when they finally recognized and told us they knew their registry was faulty, they wouldn't give us store gift cards. They made us wait for mail in store credits. There were many missing store merchandise cards: turns our the store clerk had put in the wrong address and the people who accidentally received it spent the gift card and returned the items for money. They recognized all this, they are the ones who informed us of this, and still it took from October until April to resolve. The only, ONLY, reason this was resolved is because Sam from Williams-Sonoma on Granville Street, Vancouver, took the time to listen to us and helped us on finally have someone at head office actually call us back and listen to us. I had called the customer service lines over 8 times, and each time it was like reinventing the wheel. This was our wedding gifts and we were treated so poorly. Just don't do it.
This company needs to give SAM a raise. I have heard so many people be disappointed with this company in general. On the upside, I have heard so many people praise Sam for the work he does to rectify all that is wrong with this company. Thank you Sam.
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May 2024 by R H
garbage, garbage , garbage customer service. Spent 4000 on two beds, took forever to arrive, then came with NO HARDWARE. store would not provide the screws, so they packed it all up and sent another set, 3 months later the second bed arrived, it again was missing all the screws. The store will not offer any help and does not answer the phone. would not EVER buy anything from this place
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May 2024 by Maya H
We had the pleasure of working with JR to furnish our new home, and the experience was nothing short of excellent. From the initial consultation to the final delivery, JR exhibited professionalism, expertise, and genuine care.JR's attention to detail and dedication to understanding our needs made the entire process seamless and enjoyable. He guided us through every step, offering valuable insights and suggestions while respecting our preferences.What truly sets JR apart is his commitment to customer satisfaction even after the sale. His continued support and willingness to address any concerns or queries reaffirmed our trust in his service.JR's exemplary service, combined with his post-sale support, truly reflects his exceptional dedication to his clients.
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April 2024 by Dee Paquette
Love the atmosphere, selections, and as always great service ?
