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May 2025 by laika
Believe the negative reviews when you see them. Actually, I hope every person who enters this store is able to read the reviews before coming into the store to avoid being scammed. The worst customer service I have ever experienced in my life.
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December 2024 by ashley romero
Horrible customer service. If you have an issue with an item you order, good luck! They won’t help you!
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October 2024 by Sebastian Alves
Marilyn deserves more recognition for her honest and positive attitude! Went in to find a comforter after I had to return a previous one purchased somewhere else and she went above and beyond to make sure to help me find the right one I liked.
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October 2024 by Amanda O
Samantha and Peter were very helpful. I called to reserve some pieces and Samantha was very helpful from start to finish. Peter helped us check out and was very kind. The store is absolutely beautiful!
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October 2024 by Julia Molchanova
I had a very disappointing experience with Pottery Barn. I ordered a lamp that arrived broken, and the situation has been incredibly frustrating.
First, the lamp is extremely heavy—about 50 pounds—and when I reached out to customer service, I was told there was no pickup availability. They expected me to transport this heavy lamp to a UPS store myself. This is simply unacceptable! It’s not my responsibility to deal with the hassle of returning a damaged item.
I was just asking for a straightforward UPS home pickup. Instead, I feel let down by the lack of support from Pottery Barn. This has been a very disappointing experience, and I expected better from a brand like this.
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September 2024 by Milka Alvarez
My experience is Horrible, I bought furniture for my granddaughter in the store, it took a long time and I canceled it. Since July 18 I canceled and they have not refunded my money and I have been paying the bill so as not to damage my credit, today September 24 I am still in the same situation and no one answers me. I do not recommend anyone to buy there, the situation is horrible
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July 2024 by Priscila Fogel
Customer service cannot help me . I have been calling and send emails since May this year . Very bad customer service and lack of care for customers. I will never buy anything from Pottery Barn again.
Bad quality of the products and very bad customer service.
Since may they said I need to wait 5 -7 business for a response that they don’t have it.
If you cannot replace the product it’s better say to throw it away in the trash.
New customers beware of this store.
Don’t buy anything here
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July 2024 by Letty Collar
Great service and product availability.
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July 2024 by monika cernovska
Horrible customer service . When checking out there were few things on the counter that other customers left, the sales woman did not even say hi to me, and started scanning those items, without even asking me if those were mine. While checking me out she kept stopping to help another customer and was ignoring me. Very rude and bad service . When I told me she was being rude she got upset and asked other employee to check me out.
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May 2024 by Diana Hernandez
Beautiful furniture!!!
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April 2024 by Maria Fleites
I purchased a custom sofa. When I started to pay for it with my AA credit card where I get miles, the salesperson encouraged me to open a Potterybarn credit card. She said that I could either get 10% rewards or 0% -for 12 month no interest. I chose “rewards” because I was remodeling my living room. After 2 months, I followed up to get my rewards and the credit card company said that I had no rewards. After hours talking to the bank, store, the store customer service department it was determined that the salesperson “made a mistake” when she ordered the couch thru the Pottery Barn credit card. She put 12 month 0% interest as opposed to rewards.I was told that the only one who could help me was the store manager.I followed up with the store manager and he told me that he would have to check with his upper management to “investigate” to see if I could get my rewards. He implied again that it was potentially the bank’s error.After I sent all documentation ( specifically my bank statement which showed that the credit card was paid in full and had NO 0% interest promotion), He told me that the investigation could take 5-7 days.I’m very disappointed in the “not client centric” attitude of the store. Finger pointing back and forth even when I had documentation re/ the transaction. I was told by the store “customer service “ that the store manager had ability to approve the “rewards” but he wanted to pass the buck up their headquarter even though I had all documentation proving that it was their error. .I’m very disappointed in the store’s lack of urgency in handling my situation. I had wanted to take advantage of sale items the last 6 weeks and have not been able to get resolution.
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February 2024 by Stephan De Brabandere
Expensive for what they have and the quality they are selling !
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January 2024 by Lucy Moreno
Today Josefina at the Pottery Barn of Coral Gables was awesome as I found 5 placemats in my favorite tone but I needed a sixth one. Josefina checked the back and is having another store ship the sixth one to my home. I really appreciate the extra effort today by Josefina of PB in this store.
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November 2023 by AJ R.
This store is so cozy. They have decorated for Christmas already and it is magical. I want to buy everything. Employees were courteous and welcoming. It is a great place to buy beautiful gifts and good prices.
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October 2023 by Tiffany Bustamante
I am writing to express my disappointment with a recent visit to your store located at 358 San Lorenzo Ave Ste 2115, Coral Gables, FL 33146, and I would like to bring to your attention the issues I encountered regarding the customer service I received.
On 9/12/23, I visited your Coral Gables store location, expecting to quickly exchange a queen-sized quilt for a king-sized quilt. However, my visit left me frustrated and dissatisfied due to the lack of available assistance from your staff. It was evident that the majority of your employees (3 out of the 4 employees at the store) were engrossed in personal conversations and/or texting and were overtly unwilling to help customers, which greatly affected the overall atmosphere of the store.
Throughout my visit, I attempted to seek assistance from several staff members, but they all dismissively claimed to be too busy on their cell phones or otherwise occupied in conversation with one another, making it impossible for them to provide any help. Another customer likewise approached staff asking to know what the cost of a décor item was but she was similarly dismissed and told to wait in a long line for the sole employee that was assisting customers to address her question. This was not only frustrating but also gave me the impression that customer service was not a priority in your store.
Ultimately, I was left with no other option but to wait for an extended period of time for the only person in the store who seemed to be working diligently to assist customers. This individual, whose name I unfortunately did not catch, was the sole beacon of customer service in your store. While he did his best to assist me and was courteous, the excessive wait time was extremely inconvenient and disappointing.
Notably, I ultimately opted to return the quilt (as opposed to exchanging it for a king-sized quilt) as the entire process had taken far too long and I felt it would be rude to have the sole available staff member help me find a similar quilt when others were still waiting in line for assistance.
I believe that a store's success is deeply rooted in the quality of customer service it provides, and it is vital that all staff members understand the importance of meeting customer needs promptly and professionally. My experience at your store did not align with these expectations, and I felt compelled to bring this matter to your attention in the hope that it can be addressed and improved.
I kindly request that you investigate this issue further and take appropriate steps to ensure that such situations do not occur to others in the future. As a loyal customer, I value the products and services your store offers, and I believe that addressing these concerns will contribute to a more positive shopping experience for all customers. I look forward to seeing improvements in the future and hope that my next visit will be a more pleasant one.
