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April 2024 by Nikhila Lavu
Very similar to other reviews here, we had a terrible experience ordering through this store trade partner- Linda Valenti1. When placing the order (and in all subsequent comms), Linda confirmed that our order had white glove delivery2. The delivery team dropped our chairs unscheduled and at a wrong house in rain3. Reached out to the store and Linda over 10 times now and there has been no response on when the damaged chairs will be picked up. Because of how the order was placed, PB corporate is refusing to help out.Will never shop here again
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April 2024 by Vic Lee
Bought a rug from the store in Burlingame and it was delivered by a crew who simply put it in front is the door steps by the sidewalk !!!!!! No ring in the doorbell or knock in the door (which has a knocker too)!!!! Just threw it down and left!! It could have been stolen and thank God it wasn’t raining.Last time I’ll shop at your store!
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February 2024 by J C
At the end of the day, the table looks good so I guess I got what I want. However, the process has been unimpressive for a higher end store. To start I waited 90 minutes to get helped until I walked up to an employee and essentially said “I’d like to buy that table.” When I was buying the item the salesman told me while doing white glove service was an option, it was really easy to put together so I really didn’t need to do it and can have it shipped, so I let him talk me out of white glove service. While I don’t mind saving money, it would have been worth mentioning that the table came in a 115 pound box. Thankfully I’m strong enough to move it but I feel like his definition of easy was a bit unreasonable.The item just got shipped and while overall it looks good, I saw a few problems. First, one of the washers was the wrong size so I have to wait for another one that won’t get in for 7 to 10 business days. Second, there were a few scratches on the table. Not enough to make me return it, but definitely annoying all things considered.
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December 2023 by Lucas Freitas-Groff
Terrible service.
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November 2023 by S S
in store experience was not great. The design consultants are under staffed. Team wasn’t able to complete our order. We waited for 1+ week and no update…
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November 2023 by Nat Aispuro
Good customer service.
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November 2023 by Myron L.
This was my first time at this store and we were looking at sofas, and after looking at what was available downstairs we proceeded upstairs to see what other options they had. I was accompanied by my two little ones and there were totally excited to be in the store, sitting on the sofas, the chairs, etc. While upstairs my kids decided to try out the bed, and laid on it, and one of the associates told them to not lay on it because it apparently took them a long time to setup the pillows, comforter, decor, etc. Wow, are you kidding me? Don't put the bed on display if you don't want people to lay on it. They'd might as well tell people to not sit on the sofas. So lessons learned, don't come here.
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November 2023 by S YeS
in store experience was not great. The design consultants are under staffed. Team wasn’t able to complete our order. We waited for 1+ week and no update…
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November 2023 by zoe c.
We tried to return a basket here as it turned out too big, and the staff who was supposed to help us was rude, condescending and doesn't know his own company policy. I told him I called customer service a day before and they gave me a return label with a refund 60 dollars less than what I originally paid. I understand the original shipping ($30) is non refundable but then what is the other $30 dollars? I'm guessing they are charging for the return shipping so I wanted to just return to store. The man however, refused to take it in because he said I already called customer service and they'd sent me the label. He was unwilling to help us cancel the label or print out the label, and he assure us there would NEVER be a return shipping charge with a sneer. When I asked what the missing $30 dollars was for then, he said I must have used a promotion or coupon. I told him I didn't, and he sneered again and said "I'm not trying to argue with you Mam. It just says so on the computer" which is nonsense. He clearly didn't know what he was looking at. Anyway since he didn't want to help us we just send it back through mail and bought another smaller size basket. When refund came in it was $30 dollars less so I called customer service again. After half an hour's investigation they decided it was the return shipping charge, and refused to waive it even though I purchased a smaller one which is basically an exchange. I'm horrified by the terrible customer service both at the store and on the phone.
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September 2023 by Gary Chow
Showcase of all things pottery barn style. Furniture is fashionable, stylish and trendy but often built to mediocre standards. If you buy into the style, you can give your living area a contemporary, cool-right-now look, but like most fashion, the pieces won't be something you hand down, but rather sell in a few years on Facebook. Drawers in the vanities are stiff and the slow close mechanism often stops the drawer from closing entirely. External "wood" finishes look nice but often feel artificial if not downright plastic-y. Wooden chairs, soft goods and accessories generally fare better.
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August 2023 by Sir Zed
The store was beautiful the service was not, very hard to even get acknowledged let alone helped. Jill seemed too busy with here own agenda to care. Couldn’t be bothered to help me find what I was looking for and sent me upstairs to find it then proceeded to make phone calls. She was very rude, curt & not friendly at all. I was shocked she even worked there as my past PB experiences have never been this bad.
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June 2023 by Jen C.
I was a bit delayed in picking up my online order and embroidery item iso it was a bit tough to find, but Sarah was so gracious and helpful! I love the quality of all their construction and was surprised to see such poor customer service ratings especially when Sarah was so wonderful! She brightens up what could have been a frustrating day and will inspire me to pay it forward for others as well!
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May 2023 by Grace K.
Poor customer service, unfriendly and rude staff and unprofessional management! Love Pottery Barn products but hate to shop at this store. Staff are more concerned about store appearance and paperwork than serving customers.
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May 2023 by Nelya Z.
If I could I would give them 0 stars.They definitely have shipping problems.I ordered item and several days later they cancel the order.When I went to store I saw the item in the store.I would avoid that P B in that location.
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May 2023 by Beth Y.
I very rarely share negative reviews but my experience with Pottery Barn has been so frustrating, disheartening, and frankly baffling that I've chosen to share this. I registered a host of PB items on my wedding registry, including 3 sets of Stoneware Dinnerware sets. One arrived perfectly. The second one never arrived; after two months of waiting, I contacted customer service who, after an hour of conversation, determined that the item had been damaged in transit, had been returned to the warehouse, and no replacement had been sent in its place. I was not notified and they verbatim acknowledged that if I had not reached out, I would not have received any product nor would my gifter have been refunded. Lastly, the third set arrived with the wrong color. I took it in to this PB location. I stood in line for a few minutes before a sales associate, without making eye contact or asking what help I needed, said "give me that slip," referring to the packing slip. I handed it over and after typing on her computer, she stated "this is WAY beyond the return window. I don't even know if I can return this." I then explained that I was hoping to exchange for the correct color, rather than return. After typing for another minute she asked, "oh was this a gift?" I then explained that it was a registry present and I was hoping to exchange, all information I would have happily provided in the beginning, had I been given the opportunity. Overall, all my experiences with customer service at Pottery Barn has been long-winded, frustrating, rife with miscommunication and curt answers. I've subsequently removed all my PB registry items; I don't have the time or patience to deal with any more of these encounters. I'd suggest you take your time and money to other design houses.