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April 2024 by J Ciji
Best service ever!I am from Canada and was looking for a specific item, and the nice lady even spoke French, was super patient, sent the item to my US address and I am a happy customer!
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November 2023 by James Caruso
Customer service was exceptional as always. The store was in immaculate condition. The displays were beautiful and the merchandising right on point. I wish Pottery Barn would carry a little bit more product like they used to displayed on the floor; but nonetheless, I still appreciate Pottery Barn and their exceptional products.
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November 2023 by Juan Diaz
One of my favorite places. I love their decor and products.
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October 2023 by Jen K.
Design services are not Free, as advertised. I had someone come out to measure and then wanted to purchase items online and asked for the recommended items and floor plan, but was told I needed to blindly purchase items from them first, and only then would I be told where to place them,, along with being given the floor plan... How does that make any sense? I can't possibly decide what to purchase, if I don't know where it is going...
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August 2023 by Mary Karagiannis
We ordered a $1300 rocking chair for our second baby and it broke within 9 months of using it. We had gotten a $300 chair from Target for our first born and that still works. When I called, they said they don’t have a warranty on their furniture. Unbelievable. I will never be shopping at pottery barn kids or any of its sister stores again. I’ll tell all my family and friends to stay away as well!
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August 2023 by Djwy
Horrible customer service at all levels. Sent three emails to corporate without a reply back.
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August 2023 by Kimberly B.
I was struggling with ordering online (my issue, not theirs). I called for help and was treated with patience and kindness. Cynthia was AMAZING! She spent time helping me resolve the issue, was incredibly friendly, and went above & beyond. Pottery Barn is so fortunate to have her working with customers. Thanks again, Cynthia!
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June 2023 by Val Vrinceanu
Avoid buying furniture from them, unless you are willing to wait months. We ordered 3 separate items with two different delivery times. They don't want to deliver the available ones until they have all items. We were told at the time of purchasing that it will be a split delivery. Ordered in March and at end of June we still have nothing.
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February 2023 by Gail I.
I bought pillows at the Pottery Barn in Oak Brook, Il. When I got home I decided that I would return one of the pillows. When I looked at the receipt it said Final Sale. When I looked at the price tag there was no mention of it being a final sale. I brought the pillow back and the women said that I should have known it was a final sale because the price ended in 97. I said how would I know that, you have no signs posted saying that. She looked around, saw no signs saying 97 is a final sale so she said it's on your receipt that it's a final sale. I said yes, but that's noted AFTER I bought the pillow. She then said that the sales lady should have told me it was final. I talked to a manager and tried to explain that a customer would have no way of knowing that a price ending in 97 would mean final sale. She said that it's posted and I said where? She couldn't find any signs.
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February 2023 by Monique Swaback Guthrie
GO ELSEWHERE- POTTERY BARN DOES NOT CARE ABOUT THE PRODUCT THEY DELIVER, CUSTOMER SERVICE, OR YOU. HOME DEPOT, MENARDS, LOWES - All better than this place. #PotteryBarn can give a flying leap about you or the product they deliver. 2 hours on the phone with customer service and the “best” they could offer me is a $148 merchandise credit. NOT WHITE GLOVE- NOT REPUTABLE- NOT TRUSTWORTHY. Shame on you #potterybarn. Shame.on.You.
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February 2023 by Cydney Muti
PATHETIC CUSTOMER SERVICE! I was given a $150 gift card. I purchased 2 sets of kitchen towels and 2 sets of wooden chateau utensils. I had to wait 4 weeks to receive items. The wooden utensils shipment has been a forken NIGHTMARE! Received only one set, called in to explain, once I explained, I was disconnected by male, very feminine employee who was CLUELESS! Called back, female employee stated she corrected the order, ensured me I would receive my Chateau wooden kitchen set and pathetically shipped FAUX SNOW! As a Chicago resident, I laughed at how pathetic this was becoming. Called back, another male employee, extremely feminine in speech, again was clueless when I explained this pathetic hiccup. Transferred me to another male, extremely feminine voice, who assure me that I could bring my shipment to any UPS store and ship the forken faux snow back. Are you noticing a pattern because I am! My husband went 2 times to the UPS store to scan the bar card and was denied shipment!!! Called AGAIN to Pottery Barn and was given a pathetic excuse for their forken lack of customer service. Why don't you hire people that know how to add 2+2? Pottery Barn as a business is a JOKE! No wonder your stores are EMPTY! You are a pathetic reflection of how pathetic the USA has become...SCUMBAGS!
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January 2023 by Katie Novak
After months of trying to get an e-merchandise card re-issued due to it not working, customer service referred me to go in store. When I stated I had already been in store and they were unable to help, they stated I needed to go back in and tell them customer service told me to come in to get a physical merchandise card. I went to the oakbrook location and was told to take a seat and wait for the manager. When the manager arrived she told me that she was with two other customers and did not have time to get into my problem and left. It’s disappointing the customer service is constantly poor because I actually do like the merchandise there but will not be purchasing from there in the future. I have still not been able to get a new merchandise card.
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December 2022 by Patrick Latz
Paid almost $1200 for a chair for our nursery. Paid almost $200 for “white glove” delivery. We waited about a month and then Pottery Barn tried to deliver us a completely damaged product and not what we paid for at all. Our baby is due any week now and we don’t have our chair or our money. Not to mention any attempt at a refund has created more problems. They can’t even get a refund right. Truly the worst company I’ve ever had to deal with. SHOCKINGLY bad customer service. Truly shocking. Never seen anything like this in my life. And no one to help remedy the situation. Avoid this company like the plague. Asking for pottery barn gift cards for our baby shower was a huge mistake.
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November 2022 by George Quinlan
I ordered a buffet back in March, it was showing available in late April. Never arrived. After many many frustrating phone calls, they determined it was lost. No one in the store can help you. You have to call corporate support. They can't really help either, and have no ability to escalate to management. The second order (which I had to re-order myself) was damaged and Ryder called to let me know.Don't get me started about Ryder, I ordered multiple pieces of furniture from PB over the last 12 months, and my experience with Ryder and the people who work there was worse than the cable company. Every single person who works there I've interacted with has been unfailingly rude.So after nearly 30+ phone calls to Pottery Barn, and nearly as many to Ryder, once again, I had to re-order the piece of furniture which they said would arrive before I move (out of state). Of course they didn't meet this commitment, and now I've made nearly another dozen phone calls to get the order cancelled and refunded.Honestly, the products are beautiful, but if you have to get anything delivered you are in for a lot of pain.I even wrote a letter to the CEO of the company, never got a response.Interestingly, store staff, management, customer service, even customer service supervisors have NO means to escalate a customer complaint to management, so no one there is listening, management is completely out of touch and disconnected from what is happening to their customers.I would be very surprised if this company lasts in the long run the way it is managed. They can't seem to deliver on the products they sell, and deal with customer issues.Why they continue to use a horrible company like Ryder to deliver is really beyond me. This is Chicago, one of the largest markets in the country, not a remote or rural city.
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October 2022 by Chris Kelly
Placed an order for a mirror that we waited three months to receive. When the mirror arrived it was missing pieces. What was more shocking- When we called customer service they told my wife to call the store and handle it. Thanks for the help Pottery Barn.