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April 2024 by Janet S
What has happened to Pottery Barn?? They used to have great customer service and products. The in store staff here are great but they are handcuffed by company policies.I ordered an expensive chair - online 11-24-23 which was supposed to be delivered to my son on December 8, 2023 as a Christmas present. I have had the biggest run around and list of excuses on why it still isn’t here 4-7-24. Both my son and I have made many phone calls and I went into this store. I was told they were updating their system & it was going to become easier to see where my furniture is. Well it’s not. Three calls ago they told me it was at the delivery hub but it was on hold waiting for my second chair to arrive- I only bought ONE chair. Then they promised a follow up call and a delivery call two weeks ago.The follow up call was a 2 min call from someone saying they were working on it & it would be taken care of that week. Two weeks later I just got off the phone- I was given deliveries number, asked that a leadership person call me and told them it is a little frustrating that I am now going to have to do their job trying to work with their delivery company. Who knows- will my son ever get his chair?I am very, very disappointed with this experience. At one point in December they had the chair in stock through the catalog yet wouldn’t let me cancel my “special” order. Ya - if’s a “Special Orrder” special at causing me more aggravation, frustration and anger. I have been a huge Pottery Barn shopper for over 20 years- Customer Service has gone down, much of the quality seems to have gone down - I will be looking at other options for future home purchases. So disappointing.
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March 2024 by Richard Yu
This is a beautiful looking Pottery Barn store, a two-story shop, located in the quaint Park Ave of Winter Park. This is a sort of affluent area, so the set up of this store reflects the demographic, rightfully so. In other words, there are many high priced items in full display while liquidated/sales items are very limited.I am not a big fan of Pottery Barn. But if you are, this particular PB store deserves your visit because it has the most products in display (than other PB stores) to meet your needs.
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March 2024 by beverly walker
Terrible customer service. Purchased a couch and love seat and once they got their money no further help. Passed from person to person with no help. Buyer beware.
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February 2024 by Pam B
DO NOT BUY THE BUCHANAN SOFA FROM Pottery Barn, or anything else, for that matter. What a joke. After spending a ridiculous amount of $$ on the sofa, not to mention other items for our family room, one year in, and it sags to a point where you can't even sit on it without feeling like you're in a hole. The attached pictures don't do it justice. Phoned customer service and was told because the sofa is more than a year old, the sagging was due to "wear and tear." REALLY????? I have a 30 year old sofa in our living room that is WAY more comfortable than this piece of you know what. NEVER buying from them again. Wasn't able to leave a review on the PB site so I have to leave it here (I have no qualms with this WP store). Just very disappointed in PB and am telling everyone I know NOT to buy anything from them. No warranty, no recourse, no action taken to rectify the situation.
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December 2023 by Robert Burkett
It's one of the nicer Pottery Barns I've been to along with great customer service!
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December 2023 by Raul Balda
Great shop.
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October 2023 by Janessa Leita
After furnishing a 5000 sq ft home almost exclusively from Pottery Barn, i recently had an issues with these outdoor pillows. 4 were placed outside on a covered patio, no direct sunlight. 2 have not been used it. Within 2 months the embroidery had not just faded but completely changed color. The designer who assisted me asked me to bring in the cushions for a refund. I started my 3 hour round trip journey to the Winter Park branch when she messaged me to say the store manager, Francesco, was refusing to credit me. I called him and was appalled at his lack of customer service. He was insisting I was outside the 30 day return period and would not let me explain that that applied to customer's changing their mind - not blatant quality defects. He just spoke over me. I posted on my decorating FB groups asking if others had experience this and was flooded with complaints - many about this exact product! When I got to the store one of the managers said she had "reported" me for going onto FB! It is my absolute right! I will never put a foot into a PB store again. Still waiting for a response from HO.
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August 2023 by Dina Vacca
I received excellent help from Cindy today after I called everyone else at PB, then Capital One and kept getting wrong answers! It had to do with an online purchase I couldn’t seem to make because I didn’t yet have my new credit card in hand. It was about $3,000 worth of items that I didn’t want to wait on (some on sale). Cindy knew exactly what to do and was extremely pleasant! I only feel badly because her store (Winter Park) should have received credit for my purchase but when I went to link the new credit card with my Key rewards it allowed me to make the purchase so easily! PB needs to have updated training because I received NO assistance and even considered giving up at one point and buying from a local furniture store I had visited. It ended up being such a simple fix. Don’t lose sales for poor customer service training.
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July 2023 by Matt Saman
Pottery barn is pathetic. I paid a lot of money for some furniture and when it arrived it was damaged. They said they would replace it so we had to wait another month. When the replacement came it was also damaged and the colors were mismatched. Now we have to wait until October to get our 3rd replacement. Never using them again and you shouldn’t either.
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June 2023 by P K.
Love the brand, the style, the vibe in the store...Great place for your personal decompression as well as finding inspiration & gifts for the closest ones! Lovely people working in the store kindly offering their hand of help, and somehow finding time for each guest!
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June 2023 by Becca C.
Wish I could give 0 stars. Horrible customer service. My boyfriend & I happened to be the only black people in the store during closing and were told to leave the store, even though there were about 6 other customers who happened to be white still shopping. Only one associate was kind, the rest gave us horrible looks the rest of our time here. Will never be back.
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March 2023 by Marie C.
I think Pottery Barn has some of the most beautiful designs and furniture around. I was quite impressed with the in-store service and the quality of furniture and items for decor that I purchased from them this last year. If there was one thing that I would improve about the experience, is their delivery service. I ordered quite a number of items and pieces of furniture in a recent move, I have still yet to get all my pieces even though it was ordered months ago. I found it very difficult for me to work with the delivery services, there was quite often confusion and mistakes in the delivery service. But I must say in the end, though it was confusing and frustrating and long they did manage to make some things right in the end. I just feel like with something as excellent as these stores that something should be done about Service. .
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March 2023 by Noemi Coltea
Horrible customer service. Not helpful at all. Always running around ragged but not solving any issues. Frankly this should just be an online store- that’s where they direct everyone- anyway. Disappointing.
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January 2023 by Diandrea Burns-Verney
I went there for a specific item, it was in stock promptly retrieved I checked out and left within 20 minutes ?
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January 2023 by Valerie Plotkin
Virtually no helpPrices are outrageous for very cheaply made products.