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November 2025 by Kim Richard
I feel every time I am in this store to purchase something - their sale signs never match the merchandise. Today the sign was 30 percent off all string lights; of course it didn’t ring up the correct sale price. Two customers at the register with string lights and manager arguing that they are not on sale and denies “percent off” after seeing the signage. For customer satisfaction, she should have honored the sale. You just lost 2 customers - there are so many other stores that would have honored the sale. This is my last time to this store. Get it together with your signage Keystone Pottery Barn!
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July 2025 by Joyce Ingle
Poor customer service. Was there about 20 mins. and not once was I greeted, despite having three employees walk by me. They act as though they have better things to do than contend with customers.
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April 2025 by Jon Scott
Disappointed with customer service and quality of sectional unit. We ordered in late November arrived in mid January and everything looked good for the first few days. The off-gassing from glues or fabric protection was so strong. I reported the issue and was immediately dismissed as: “it will go away”. We moved the huge unit into the front room and hall, put fans on it and opened windows for a few weeks. Still no help. They finally sent someone out (3 weeks later) and he reported that it was very strong and they couldn’t do anything to help. More calls (always being polite and they were also) and we were told they would refund and pick up sectional. A week later (now mid March) I get an email saying nope - customer furniture isn’t returnable - it’s not custom, it’s the standard sofa they sell in the store but all furniture has to be ordered you don’t buy it off the floor. Now that we are 3 months in and $5k in, we will need eventually use it or sell it for a loss. My caution to others is to avoid ordering from Pottery Barn and know the local store managers have no authority in rectifying problems, it’s all handled from their parent company. Sad considering we’ve purchased 4 other large items in the past.
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January 2025 by Watson Mulder
Do not shop here!! I was scammed out of $7,000. The furniture is pretty, but the quality is mediocre and the customer service is horrific. I ordered 2 couches solely due to the firm cushions on the floor model. But they shipped me cushions that were soft as pillows. When I pointed out the difference, I was called a liar, so I obtained photographic evidence of the different SKU numbers. Then I was told “there’s nothing we can do.” So I am out $7,000 for couches that we hate because we sink to the floor. Also the fabric is already pilled after only a couple months of use.
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December 2024 by Deborah Thompson
Not much decor on sale for Black Friday.
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September 2024 by David Workman
We had a faulty table delivered (see pictures). 2 hour call and they said they send replacement shelf and table top. I then tore down box for recycling. Then they called back and said they can’t replace. If wanted exchange or refund must put back in box! No box = no refund or exchange. WILL NEVER DO BUSINESS WITH POTTERY BARN.
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August 2024 by Hannah Kerns
I had such a great experience at Pottery Barn at Keystone. I was shopping for a wedding registry gift and Mitra made the process incredibly easy and stress-free. The particular gift I was looking for was sold out online however Mitra was able to find the item in store for me, I could not be more thrilled! She made sure the gift was box perfectly wrapped with care and even gave me some ideas as to how to wrap the gift for the bridal shower. Mitra was truly a blessing to work with!!!!
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July 2024 by John Wan
The inside was not spacious so the furniture seemed a little bit busy, but they had some amazing sales. The staff was super friendly and did not pressure us even though we got in 7 minutes before closing.
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June 2024 by L Trig
Unfortunately pottery barn just delivered some furniture to our brand new custom home and they decided they would break it in for us. The delivery crew damaged the stairwell post to our home and we are waiting for claims to review/investigate. I am not sure what the resolution will be, but a "fit" or repair just seems inadequate. The path from the doorway to the living section is wide and unobstructed. The distance is short. I am completely confounded by how they ram the furniture into the stairwell post, damaging it. It seems reckless. I am sad that our brand new, unblemished home is now tagged by pottery barn. Be careful when buying as the delivery process seems a little careless, and the whole experience has been rather disruptive, inconvenient and time consuming. They should consider using an upper echelon delivery service. IMO, The purchase was not worth the trouble.
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May 2024 by Tim Bender
Wish I could have stayed longer.
I ran out of time.
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May 2024 by Priyanka Prasad
Thoroughly dissatisfied with how my issue has been handled. I ordered two couches (spent $4500) at this store. Due to a dye lot issue, they were the wrong color and look very bad in my space. The store claims they can't help and pottery Barn's central claims I should reach out to the store. Needless to say, I'll not be taking my business here ever again. The store employees have their hands tied and are sweet, but the corporate store is obnoxious.
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April 2024 by Vanessa Kenworthy
We're shopping for a mattress and the mattress website said we could test the mattress in person before purchasing at two different stores. One of them is now closed and the other was Pottery Barn. We went over the weekend, found the mattress, and it was beautifully decorated, but you can't really truly test with all the "fluff" on it. The store was clean and had a variety of other items we perused, but pricing is what you'd expect. The mattress we were looking at was just shy of $1,000 more in the store than it was online.
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March 2024 by Tim Rolfsen
Ordered a bedroom suite in January 2024 and while the bed was shown to be in inventory and shipped to the warehouse on January 18, we had to wait over two months until the remaining items hit the warehouse so they could deliver them all at the same time. OK, we're reasonable people.Today, March 22, is when we were supposed to take delivery, but we get a call in the morning that the bed, you know, the item they've supposedly had for two months, was mispicked??? Now we're being told it will be late April to mid-May before we have the bed. We've already donated the other bedroom suite, so we are now left without a bed in that room.This is unacceptable: Did they really have the wrong headboard? If so, why did it take two months, the day of delivery, to make that determination. Was it really mispicked, or did they delivery it to someone else because we had to wait so long for the rest of the furniture? At this point, my wife and I have lost trust in PB and cannot say we recommend them for the purchase of furniture if this is the result you can come to expect.
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November 2023 by Rose Caito
I’ve been thoroughly dissatisfied with every experience with Pottery barn. They nickel and dime you even though everything there is ridiculously over priced. And worse, the quality of what I’ve purchased (furniture, bedding, various other items) is not worth the price. I purchased a dresser and was charged $300 for delivery. Then when it was ready to be delivered I was not contacted or anything. Several weeks went by and I had to contact them to see what the delay was. Apparently they just forgot to schedule the delivery and I had to wait several extra weeks to get on the schedule. When it came, there are obvious imperfections already and the material seems not high quality. Overall very unimpressed with products, shipping, and delivery.The baby registry app is clunky and hard to use. Returns are difficult. They charge ridiculous amounts for shipping and are routinely back ordered. I seriously don’t know how they are still in business with the way they operate and how terrible the customer service is.
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October 2023 by Kate McKibben
Timeless and classic decor
