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August 2021 by Henry Nichols
We ordered a chair in July and were told it wouldn’t arrive till late August. The associate told us if we changed our minds to just call her back and she would cancel without a problem. One week later we decided to buy somewhere else and attempted to cancel the order. We went into the store to do so at which point the associate told us that it was final sale. The associate proceeded to tell us that even if they chose to return the item we would lose the $250 shipping fee no matter what. This of course made no sense considering we never received the chair. Pottery Barn is a scam if you ever need to return anything.
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July 2021 by Alyssa C.
Staff needs to be retrained on customer service. When a customer is saying "thank you have a nice day" and gets the reply "ok sure" that's a issue. As well as the staff not having the etiquette to stop personal conversations while assisting with a customer. For this being a upscale shopping center I couldn't believe the level of informality there was.
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June 2021 by Yi Song
Bad customer service. The store staff was really rude and impatient. We came here at 7:50 to return something really quick. The staff asked “you knew we were closing at 8? You should have come earlier. We never expected someone came at this time. “ Well... if you are not welcoming your customer 10min before closing, you can just close the door and change your business hours instead of being rude.
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March 2021 by Mary F.
Worst customer service ever! The salesperson was on her phone( not talking, typing). I had to interrupt to ask her a question about a product. I had done some research online and couldn't find the item they said was in the store. She walked me back to where I was looking and said "yeah, we don't have that". I ended up buying a small object. She threw it in the bag. When I asked if they have a box she said "not that size". Then she went back to her phone. Guess I was taking up her time. Won't go back.
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February 2021 by Natasha Harkins
This store is really the worst. The customer service here is absolutely terrible, shipping delays are more than 6 months. Strongly recommend not buying anything from here. Not worth it! I ordered furniture when I was 3 months pregnant and still won’t receive the rocking chair before my due date. I called my sales representative and left a message, it’s been 3 weeks and no return phone call. I call back a few days ago again and the manager FINALLY called me back at 730 at night on a Saturday leaving me a message nothing else they Can do. Very clear they do not care about their customers. I have to say congrats pottery barn You have lost a customer for life!!
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February 2021 by Megan Vicino
Where to begin... I ordered the Rory collection back in August. First off they couldn't even give me an idea of the correct color the set was going to be. They have 3 different samples of wood for 'weathered white' and the same on the floor in the dresser and crib were also different. I should have know from that to not even order from them. Then the crib was delivered in the wrong color and took forever to get the correct one with way too many phone calls to PBK and the company they outsource to deliver. What a nightmare, especially being so close to my due date. Didn't get all my furniture til the last weekend in January!Registry was also a bust. They have no flexibility on registry items. They said you need to return items within 30 days of purchase! Tell that to anyone who's baby shower wasn't within 30 days of people purchasing the items. Plus, I tried to return an item today and they wouldn't take it back because it says the item was discontinued. I looked online and it's not! Not even marked down and still able to add it to my registry!!!! But, the lady wouldn't take it back this afternoon! I will never order from potterybarn again, and warn people not to do a registry with them either! All other stores I've done registries with have been so flexible. First issue I have ever had!
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January 2021 by Melissa Newmark
I went in to ask a question about the PB fonts on the website. The woman helping me was so condescending and dismissive of my questions, and acted like I was such a bother to her! I’m not surprised there were so many poor reviews of this store. They need to reassess their customer service and common courtesy. I will not be going back!
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December 2020 by Amelina Paraiso
Absolutely horrible experience. Ordered Christmas stockings in November. Part of my order was shipped Nov 20th and only 1 Christmas stocking was missing from the order. It’s says will be delivered March 28-29. It OBVIOUSLY late and it’s upsetting so much. It was a matching set for the whole family. I called to their customer service and my item can not be exchanged, returned or refunded. On the website it wasn’t marked or wasn’t saying “pre-order”. It was actually in stock and ready to be shipped. I had so similar experience with Pottery Barn 3 years ago and I decided to give it one more try 3 years later. Still the same horrible experience. Unfortunately I’m not ordering anything again from this store.
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December 2020 by Daniel C.
HORRENDOUS CUSTOMER SERVICE. Can't say it was this store specifically, but an associate from here ordered a crib and dresser for me. After almost 2 months of waiting for the furnitures expected delivery date, i notice all items were ready except for the dresser. Dealing with customer service to find the missing dresser is like pulling nails off your fingers. Dresser was lost. Called customer service many times over the course of two weeks, with the promise that they would contact their logistics, distribution hub, etc. Each inquiry takes 3-5 days. Really? Except that no one ever updated me after the inquiries. No one cared. No one ever calls back with an update either even after promising to. So, 2 weeks of hour-long phone calls with pbk and still no dresser after 2 months. Buy elsewhere.
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October 2020 by Joe Leisten
I was trying to buy a blanket, but a customer came in after me that was getting a bed. The service I got after that made it quite clear that the employees work on commission.
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March 2020 by Emily F
Return policy changed I was told recently, they said that PB has been losing money on returns. I understand policies might change but the overall customer service was pretty terrible. The store associate seemed to treat me and everyone else like we were beneath her . I have no desire to go back to this store.
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February 2020 by Claudia Del Fiacco
I won’t be going back to this little store. I unfortunately had to deal with an extremely rude store manager, who should not be in customer service.
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February 2020 by Kim Krabbe
Place an online order, I returned the item unopened. They issued a gift card which is not what I wanted. I called numerous times requesting a refund, I keep getting told it has been done, but it has not. It has been 28 days since they have received my return. They didnt waste any time taking the money off the gift card only took 24 hours. I see this happens alot according to other reviews. Not good customer service with so many options out there. This is my last time.
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February 2020 by Katie Guretz
Terrible customer service!!! One employee (she looked like the manager) said she would help me in a bit and then she proceeded to dig through a binder and ring up another customer for the next 15 minutes! I walked around for a few minutes and waited as she proceeded to act like I was not there! It was soooooo rude!!! I left empty handed without saying a word.
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December 2019 by Caitlin Carlock
So disappointed with Pottery Barn Kids for charging me a $14 shipping fee when I physically returned an item to a store. Supposedly the charge stems from the fact that it's a PB Teen item, but my online receipt says "Pottery Barn Kids Thank you for shopping with us". The associate I returned it to just said I'd receive my gift card in the mail; she didn't mention that it wouldn't be for the original amount.
