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October 2023 by rebecca ballinger
I wish I'd run into some of these great customer service individuals at any point. My husband and I have been to this PB about 3x in the past 5 weeks. We are trying to select some furniture and wanted to see it in person. Two occasions - walked in, only one other person in the store, four customer service reps. Not a single "hello", "can we help you find anything". We wandered around while they chatted with each other (non-work related). If this were the only complaint - no biggie. I think we've all gotten used to the bare min when it comes to in person retail experiences. Gone are the days of basic greetings with a smile. The third time was the charm for us though. We won't be back. We came in to see a specific chair and had a similar experience as the first two - no greeting, no assistance. By this time, we've learned where the fabric samples are and how to look through the options on our own. First, we went downstairs and hovered, sat in, looked all around the chair we were interested in but couldn't find a tag that confirmed it was the one we were looking for. This went on for at least 5-10 mins as we measured, discussed etc. Not 3' in front of us, at the large register, stood two CS reps. Not a word was said to us. When I had to interrupt their chatting to ask for a measuring tape and confirm that was the chair, I got a gruff "yes" and a measuring tape. Ok - we can move past that as we didn't need them to order. Moved upstairs to select fabric. LITERALLY as I was looking through the small sample drawers to grab the one I needed a salesperson came over and said "excuse me", reached past me and started looking for a sample for the customer he was assisting. It was slightly less aggressive than just physically pushing me out of the way. I was so shocked I just moved aside and waited. We will never go back. I'm not a fragile, "Karen" (sorry Karens of the world). There is no other description for the salespeople and our multiple experiences than simply "rude". They don't need to be polite. Everyone can order online. I wish this review would result in any kind of adjustment but I have very little faith it will. Just a cautionary tale for anyone considering visiting.
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September 2023 by Dreams2Reality
Store was nice a little messy, but I saw past it... no customer service
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August 2023 by Debra Hunt
Horrible experience ordering online from PB! Ordered a bathroom vanity and delivery date pushed now to over a month and no guarantee they will cancel order when I requested. I cannot wait two months to receive and there is no communication as to why delayed when order showed in stock online. I’m now inconvenienced with having to wait potentially to end of Sept to receive order and then told I have to wait 14 business days to even see if they will cancel order. This is one of the worst customer experiences and will not order from PB again. Communication is awful.
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August 2023 by Lynsey Burnett
Watch out- I ordered a Douvet and on the description it says OekoTex Certified which means its chemical free. BUT, when it was delivered there i no label on it saying that its OekoTex Certified which means it is not! Its made in China too. You have to have the label on the product to be certify it. Shame on you Pottery Barn for false advertising~!
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June 2023 by Ammar Haque
Horrible customer service and the staff seems to not want to sell. The manager was extremely rude.
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May 2023 by W. B.
We went to look at some vanities and some flowering pots. Ended up buying two pots. The personnel in the store and one gentleman from Egypt are over the top friendly and supportive. Great store a little bit pricey.
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May 2023 by pj F
This is more about Pottery Barn in general-the people at this location are great. But we ordered furniture in February and it’s now April and PB is making it impossible to split delivery.
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March 2023 by John Grant
Worst customer service experience of my entire life. Appallingly dishonest and unhelpful employees. Do yourself a favor and buy your furniture somewhere else.
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January 2023 by Netta Netta
In Home Designer session ?. I scheduled 2x two months apart and both times was No Show appts in two different locations. Bad service. Do Not offer the in home service as one of the three choices if you cannot fulfill it.
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December 2022 by Samantha Cook
The worst customer service I have ever received from any company. I placed a large furniture order for "white glove" delivery and it has been a horrible experience for so many reasons. After waiting months for my furniture, one of the tables was delivered damaged, a chair was lost and still hasn't been delivered another month later, and one of my couches was visibly dirty in several places. On top of that, the delivery men banged up my door threshold (which also removed paint) and drug a couch across the hardwood floors, resulting in visible scratches across my hardwood floors. I immediately filed claims with Pottery Barn customer service. 5 weeks later and the only action they have taken is re-ordered the damaged table, which I have to wait another 4 months for. I was told that a company would contact me about cleaning the couch - that still hasn't happened 5 weeks later. I was told my property damage claims would be handled - that still hasn't happened 5 weeks later. Every time I followup with Pottery Barn on these issues, I get a response that my issues are being "expedited" and they are "looking into them". 5 weeks later and there is no resolution in sight for my dirty couch and property damage. Absolutely unacceptable for the amount of money I paid. I definitely do not recommend Pottery Barn for furniture.
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December 2022 by Marian B.
Horrible communication! No one in the shipping tracking departments know anything about orders. After waiting patiently for six months for our ottoman we were notified it was in. Pottery Barn then charged my credit card. That was at least 6 weeks ago and I'm still waiting for my ottoman. I scheduled delivery today and now their online screen says "order cancelled". By whom?? Not me! When you call customer service they can't even get anyone to answer at the warehouse. What kind of company is this? Where I are the executives who get paid the big bucks? Do you have any idea how bad your service is?
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December 2022 by Karen P.
My experience ordering furniture from Pottery Barn online has been disappointing. I placed an order on May 21, 2022. First available delivery was July, but it's now December 6th and the furniture has still not arrived. I took the day off work to be here for the delivery for a 11-1 window. When I checked the tracker it said delivery had been canceled without any notification to me. Trying to get someone on the phone to resolve this is proving to be impossible. I wish I had read the reviews before I placed my order. It's very challenging to do business with Pottery Barn.
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December 2022 by Toni S.
The review is specific to the Lenox Mall, Atlanta GA Pottery Barn. I purchased curtains on line, they were the "custom" curtains. I put the word custom in quotes because they're really not custom they have them in stock which is clearing noted on their website. I had to return them because the blackout version made the curtains look grey, so I brought them to the Lenox Mall store. I was told, by a young woman, that they could not be returned because they were custom and I should have used one of their designers so I wouldn't have this problem. When I said to her that's not what it says on their website, she said I was wrong that there is big red text stating the curtains are not returnable, she then walked away to the next counter and with her fellow employees proceeded to eat food over one of the displays??? While I was in the store I called their online store and was told that yes I could return the curtains, that only certain ones are not returnable but these do not fall into that category -- but just to be sure when I got home a did a chat and got the same information - yes they are returnable. The woman in the store just couldn't be bothered, the store was not busy as 4 people were standing around a display eating, she could of asked her manager or call the 800 number but no...that's why I drive out to the one in Marietta or Norcross the service is 10 times better.
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November 2022 by Abby C.
DO NOT PURCHASE FROM POTTERY BARN - especially if has to be shipped or delivered!! I order 2 sofas from Pottery Barn - Avalon store in JAN 2022 and was told I would have my sofas by mid July - mid August 2022. I called the store in August to get an update.....was told it had been pushed to 10/2/2022 and that my sofas had in fact arrived at the Pottery Barn HUB/warehouse.....should be days now they said. I called back the following week to be told the HUB is backed up with unloading all the trucks at the HUB and there would be a 2-3 week delay in them being able to deliver my sofas to me. I was told I would have my sofas no later than 10/26-11/16. I called back today and was told they are STILL UNLOADING TRUCKS and they have NO idea when they will get to unloading my sofas in order to deliver them to me.....mind you I HAVE ALREADY PAID FOR THE SOFAS!!!!!!!! How can you NOT give a customer a firm delivery date!!!! Ridiculous! This will be MY LAST purchase EVER at Pottery Barn! Horrible experience and the worst customer service ever!!!!!!!!!!
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October 2022 by Elizabeth Smith
If I could give a lower rating I would. I searched fro a standard sham for some bedding that was considered final sale. Found the sham at this location. Purchased over the phone and purchased the other sham and bedding from the East Cobb Pottery Barn. I was told this was I final sale. I asked numerous times verifying that the sham was a standard sham. Well, the sham arrived and guess what? It is a European sham that was packaged as "Standard". Now, they will not take back any of the items. The only reason I purchased is that I was told and guaranteed that the sham they were sending was a standard. Don't purchase from Pottery Barn.
