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December 2023 by AeHwa L.
I bought a standing lamp which is defective. Said no refunds available. Lamp is bent and swinging too much to the point where I am scared to sleep at night. Nobody at the store mentioned about the defect. Definitely not recommend buying here.
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October 2023 by Corinne R.
So difficult to return items. I bought a vase that was not even removed from the original packaging with receipt, and it was so hard to return this product.
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October 2023 by A Smith
Beyond rude sales staff. They are lazy, condescending and try as hard as they can to avoid doing any work. The Pleasanton store (now closed) and Walnut Creek store were/are fantastic. I have had multiple experiences at the Bishop Ranch location that were awful. I will now drive out of my way to avoid Bishop Ranch.
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September 2023 by Tina Wu
Bought a bed frame three weeks ago. One of the legs is still missing and bed frame left in pieces in my bedroom, cannot use and messy. The team from their damn outsourced company came twice and still did not fix the frame.
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August 2023 by Vadim S.
Ordered bed, mattress, pillows, and other stuff for my daughter's bedroom. $300 just for delivery alone. These clowns scheduled delivery appointment but only delivered the mattress. Support said that the couldn't deliver the bed because they didn't find my phone number on file, which is a lie, they found my number for the mattress no problem. So now they offered another delivery date, a week later. The room is empty, the old bed is out. I have to figure out how my daughter is going sleep this week. And there is no apology from their side. It's unacceptable. 100% garbage service.
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August 2023 by Charles P.
I purchased some eucalyptus outdoor furniture from Pottery Barn and within three months the table warped badlyUpon calling on Pottery Barn they would be only stand behind the product for thirty days and I am stuck we it's a badly warped table that the retailer will not stand behind. Remember if you buy from them you are on your own if the product is defective
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June 2023 by Johanna P.
Overall the service is not great. I ordered a lot of furniture from a designer at the store and overall the experience from Designer was fair. She was friendly and accommodating but not very detail oriented. Once we ordered the furniture A couple of days later I tracked my order and everything was on schedule but I found out a few weeks later my order was canceled for no reason at all. When I found out I called the store in San Ramon and after much investigation on their side came to the conclusion there is no reason why my order was canceled but it was a mistake.After many phone calls with the San Ramon store management was helpful enough to help me escalate it to the issue to the vice president of customer service. Eventually, my new order was expedited but it took a lot of time and honestly there were very little apologies for the absolute disruption for my order being canceled for no reason at all. Pottery Barn has a lot of great products but their service is very weak.I posted this review several weeks ago and for some reason it's not on the site anymore? I will continue sharing my experience with Pottery Barn but overall it's been incredibly disappointing.
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June 2023 by sidharth mishra
Buying experience was fine though not much collection whereas Returning experience was horrible
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March 2023 by W. E.
Horrible customer service. Their website tells you to call to set up a return. I've already been on hold for 20 minutes and there is complete silence. No music, no recording saying "your call is very important to us," no "there are 3 callers ahead of you." Nothing.Never again will I order from them.
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March 2023 by Umair Muzaffar
Extremely disappointed by the store at Bishop Ranch. They basically told my wife at multiple occasions that they cannot come to our home for inhome consultation for our family room setup.First they scheduled a time, my wife a physician took time off to meet the designer, however the designer never showed up. Since then, my wife has gone to the store multiple times to schedule sometime, based on the repeated emails from Pottery Barn to schedule an inhome designer consultation - but this location has always found one way or the other not to come.We have always been to the Walnut Creek store and they have been great over the years. And we have bought a lot stuff from them.This location - either does not have correct training or the staffing is just not interested in working.We are sorry but we cannot go back to this location - we will drive an additional 30-mins to Walnut Creek and get superior experience. They are much busier than the Bishop Ranch store - still they are miles ahead in customer service.Others may have different experience.
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January 2023 by M B.
I was surprised when I encountered for the first time at Pottery Barn a salesperson who very brusk. I asked several questions as my designer had been there and picked out a number of items. I wanted to see them in person, and I was ready to purchase. She answered my questions but offered little information or any sign that she was interested in talking to me. Believe me, I don't require a lot from someone. Nothing like, "I will be happy to help you if you need anything else". The salesperson was not in the middle of doing something and returned to talk to her colleague. This was my first time to the San Ramon store and I made the decision to call the San Jose Pottery Barn and order the items through them.
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January 2023 by Simona R.
Terrible customer service! I was interested in buying a specific comforter with a similar fabric as my daughters, purchased recently from PB kids. After I entered in the store I went straight to the bedding area. There were two more customers in the whole store and probably five associates. None came to ask what I am looking for. Two of them were busy arranging some pillows on the shelf. Initially, I did not want to bother them hoping that someone else will ask if I need help. I looked for what I needed but I decided to interrupt the ladies with the pillows. One turned her head towards me like she was bothered and answered my question fast. I kept looking and interrupted them again with another question. This time, same attitude and continued what they were doing. Third time I asked if they carry a different color for a certain comforter and one said that the ladies at the front desk can help me check online. So, I went there and I found two associates busy with the two clients who were paying their merchandise. The third associate asked me what I need but shortly I decided she is incredibly disoriented. I gave up, took a picture of the tag and left. I can look online by myself, I thought an associate in a store can offer some details and recommendations... I was not in a TJ Max store. Never expected to experience such customer service in a Pottery Barn store. There is no point to arrange shelves and make them look nice of you repel the clients who can pay for those items on your shelves. I will never put my foot in that store again and I will make sure to share this with all my friends who regularly shop at PB. They have other options.
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January 2023 by Nicky Ali
Wide selection at this location.
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November 2022 by Eugene P.
Never shopping here again. I ordered a $1,500 chandelier from this store on September 13 which was supposed to be delivered no later than October 16. They charged my credit card on October 22. I still had not received it as of today November 30. There have been no explanations or updates from Pottery Barn. I called customer service and was informed there were production delays and that it finally arrived at the shipment center yesterday. I asked what their policies were regarding order cancellation and refund. This was a question not a cancellation request. They put me on hold for a long time and then informed me they cancelled my order even though I hadn't made the request yet. I will never buy anything from Pottery Barn ever again as long as I roam this Earth. Also the in-person customer service at this store is atrocious. I returned some dishes that I ordered online to this store because I didn't know they were plastic. Turns out Pottery Barn has a fancy term for plastic which I don't recall right now but the lady rudely pointed that out and tried to make me feel like an idiot for not knowing what that term meant. She also messed up processing the refund and was offended when I asked her to print all of the receipts for me.
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September 2022 by Praneet Raj
Stopped by for furniture shopping, great options as always. I didn’t end up buying from here as we ended up picking furniture from West Elm.
