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April 2024 by Tamiko Deville
This review is not about the great customer service at the Old Orchard location it’s more about how expensive it is to get that great piece of furniture you just bought from PB, delivered. I decided to furnish living room and parts of dining area with Pottery Barn furniture this Spring. Little did I know that the company works with UPS, who charges the customer 10% of the purchase price for each item you purchase from the store. I think it’s a slap in the face for the company to pass this on to a customer who has spent over $6000 on merchandise. Maybe that’s not a lot for most of their customers but it is for the average person. Unfortunately, this policy is going to seriously impact anything that I purchase from PB that can’t be carried out of the store.
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January 2024 by Rafiks777
Unhelpful, lazy customer service. I picked up a previously placed online order in this store. Once there, it turned out that the decorative stones prepared for me were really huge. Literally the size of my palm and not at all similar to those on the website or those I had previously seen on the shelf in PB stores. Due to its size, there were only 10 stones in the box. I asked to cancel my order but the lady with blonde hair and glasses refused because of the final sale item. So I asked if she could bring another set, but she refused, saying they were all the same. My wife and I had seen them before and we knew it wasn't true. We returned home with a box for unnecessary and unwanted ugly stones, which we decided to throw away. Conclusion: Super lazy and unpleasant customer service. If someone struggles whenever they have to move, cannot be helpful and doesn't have customer service skills, they should look for another job.
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December 2023 by Grace Carag
Beautiful Christmas present!?
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December 2023 by Williams Wu
Ordered item in store, associate promised delivery in 2-4 weeks. Zero notification via phone or email, 4 weeks later, called and found out item is now delayed another 6 weeks (10 weeks since order date); another month in, checked again and now order needs another 4 weeks so now it sent from delivery in 2-4 weeks to delivery after 13 - 14 weeks, with zero active communication. Went to the store and the associates are no helpful at all either and said this is normal. Oh on top of this, no way to cancel / alter the order despite the item any time during this process.
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September 2023 by Rick P.
First of all, I was mistaken for an employee by one of the hoity-toity customers because I was carrying a box. Girl, you know it's because I had dirty sneakers and I was inside a Pottery Barn. Do you really think that they let their employees wear shorts!? She will return later. I was treated so poorly this morning by their employee who had to take my online return. She was just so rude to me for a transaction that should've been very easy and friendly. I was very nice despite being insulted the second I walked in the door because she wasn't an employee just a rude person. Also girl, I worked retail. I know receiving returns against your numbers sucks. But if I'm buying a $200 dog feeder, it better not be broken. Sorry not sorry.And then after she finally process my return that probably should've taken 30 whole seconds, the woman who thought that I was an employee also assumed that I was a difficult customer. She's claimed that she had a much easier transaction for her. Well, ladies have a great day.
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August 2023 by Kathryn I.
I would give this store zero stars if i could. I ordered completely new bedding from them and as you could imagine it was very expensive.I went to make my bed up today and realized they sent the wrong size duvet insert (i received a King instead of the queen size i had ordered). Frustrated, i looked online to see if any stores in my area had the queen size in stock. So i drove 40 minutes to exchange the duvet insert. I began the exchange with Zack, he said that I would need to pay an additional 15$ in store for the tax difference. I explained that i didn't think i should have to pay any additional fee given the fact it was the brands error. He said he could call the HQ for a replacement. So, like 2-3 minutes into his call he verified my shipping address and I said wait I can't leave with the one sitting on the counter? He said no, I have to wait for the shipping because they could not eat the tax difference. I felt as though the customer service and satisfaction could not have been less of a priority. Could i have paid the 15 dollars? Sure. But the principle of making me pay more money for their mistake is asinine. I did call the store after I left to ask to speak with a manager, Randy. And unfortunately Randy was just as unhelpful as Zack. The overall experience makes me want to return the entire bedding order I had placed. I just want to make my bed and will now not receive the duvet insert for 5-7 additional days. Definitely would not recommend going to this store for any customer service needs.
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July 2023 by Gail I.
i went into the skokie pottery barn this past wednesday. i needed a specific pillow cover. the salesperson said it would be in a shipment the next day and she could mail it out to me. she assured me that someone would call me. no one called thursday so i called. the person said it was not in the first shipment but another was coming in that day and he would call me. he never did. i called at 10:00 am saturday to talk to the original salesperson and i was assured she would call me back. at 10:50 i called again and the woman told me that the salesperson was busy with a customer. i told her i needed to know about the cover or i was going to have to go to the oakbrook store. she said, oh, the cover is here. i said, why didn't you call me??? don't you need my credit card info? she had no response. horrible service and inconsiderate. i guess i'm supposed to be a mind reader..
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June 2023 by Shoshi Center
Horrid customer service. Do not order things through the store itself, go through the website. The staff at the store convinced me to order through them instead of online because they would be able to "handle all issues directly instead of having to deal with customer service". So now it's about six months later, and after calling a few times to check on the status of the order and being advised to be patient, I was informed that the order was cancelled. I was then referred to customer service who told me that the store should have helped me fix the issue at hand in order to avoid the cancellation.....very frustrating experience.
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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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January 2023 by Elissa Reiner
I had a very poor service experience with this location. I called to inquire on a dining table I was viewing online, and the employee I spoke with explained they didn't have it on display or in stock, but that I could come in and look at wood samples to get a better feel for the material before ordering. My husband and I made a special trip to the store and the employee working at the register gave us the blankest stare possible when I explained why we had come in. She did go and ask another associate about it, and then she came back and said that the table we were looking at (Calypso dining table) was not really made by Pottery Barn but a 3rd party so they didn't have any wood samples. I was surprised and said I was specific when I called what table I was looking for. She seemed a bit indifferent and just kind of turned away. At least I know from hearing the table isn't even made by Pottery Barn I decided not to move forward with buying this table anyway.
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December 2022 by Mary Geha
I went to this Pottery Barn to buy an item that was in stock online. I walked around the store twice and no one tried helping me find the item so I stood in line to ask someone about it. There were two registers and 3 employees working at them. One of them noticed me in line and asked to help me. She appeared to be a manager. I then pulled up the item I was trying to find and asked if she would be able to tell me if they had it in stock. When a register opened she went over to look and asked if the spelling of the item was correct I said I would check on my phone but it sounded right. Once I checked I realized the spelling was incorrect and I told her. She sighed very audibly because she had to correct the spelling. I didn’t realize it was such a hassle for her to correct it. She then rudely told me that the item is not in stock contrary to what the website stated. She even said it was not in stock at ANY Illinois location. She was extremely rude the whole time even though there was no one behind me in line. I then went home and ordered it for pickup. I got a notification today that my order is ready for pickup from that same location. So I guess potterbarn can now teleport products out of state because she made a point to let me know it was not available in ALL of Illinois. Since I need this in a crunch I am still picking it up from this location but I will never come back here again. I would like to point out that I was being very polite. My only mistake was the incorrect spelling of the item.
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November 2022 by Jonathan Douglas
This is a convenient location at Old Orchard Mall because it is a central location that's also close to the parking lots. Layout-what it's a bit unusual because it has a main and lower floor, and most of the larger furniture is downstairs. Service is good, quite attentive and able to answer most questions. Like most things at Pottery Barn, you're going to pay a premium price, but you're also generally getting above-average quality. I say "generally" because I find an increasing amount of their items are not made in the USA, but still command the high prices that other places sell for but with domestic manufacturing. It's a bit disappointing, but obviously not specific to this location.
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August 2022 by Kevin Golden
Don't expect to order from PB and get your items anywhere near the "estimate" they give you. Order tracking and customer service are lacking. You also won't be able to cancel certain made-to-order items, so be prepared to be held hostage indefinitely after you have paid them and are waiting on deliveries that keep getting pushed back. Just order from Costco and save yourself thousands of dollars and headaches.
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May 2022 by Dave R
I am not sure if it's the culture in Chicago or what, but this is the second furniture store where we walked into and no one acknowledged our presence. We couldn't even get an associate to help us figure-out the price on an item, yet she was 4 foot away. When we enquired, she just walked-off to play on her phone behind the counter. Yikes.
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January 2022 by Karl Rojek
Wanted to purchase an item, was told it wasn't in stock. Item was in my hand. Was told they could order for me with additional shipping charges. Not sure when stores stopped taking money in exchange for product. This is why the internet is winning. Poor customer service.
