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March 2024 by Natalia Kudryk
Worst return policy ever. Sofa was Beginning to be discolored all over just three months after the purchase and having conversations they continue to ignore my emails and my phone calls and kept on switching me from one department to the next at the end they told me they declined my warranty.my leather sofa color is just whipping right off. DO NOT buy leather from pottery Barn it’s cheap
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February 2024 by Jane Spalding
I was excited to schedule my first in-home consultation with Pottery Barn to see what PB products were available to elevate a bedroom in my home. The appointment was simple to schedule and I was sent several reminders of upcoming appointment with Donna. Unfortunately, my appointment was forgotten and no one showed up. I placed a call and was told that I was "overlooked". As a long time PB customer I am saddened by the lack of communication and customer service. I will be looking to shop at similar stores such as Crate and Barrel and Ballard Designs.
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December 2023 by Bobbie Henry
Customer service is the absolute worse. Been waiting on furniture since four months. Couch is here but chair keeps getting back ordered. Will not deliver couch under any circumstances even with me paying additional shipping. Been working with a “supervisor” who will not get back with me. Charged for product and yet can’t get it. Will never order furniture here again. Hours spent on phone with PB for nothing. If I could give zero stars I would.
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August 2023 by DN Buck
Bought the Warren table and after 2 months the boards started to split. It was a bit of a struggle to get the matter addressed but they are replacing the table. Although I am disappointed that I am having this issue and irritation, i appreciate their willingness to stand behind their products.
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July 2023 by Tommy McEvoy
Very helpful, accommodating staff. Great deals on floor model items. Awesome support from Jordan.
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March 2023 by Cody Brown
Do not EVER buy furniture here. The people that work at the store are great, helpful and friendly. However, the third party delivery company that PB uses is the most inept company I’ve ever dealt with. We ordered new dining room furniture in November 2022. In early January we contacted the delivery company and they said they hadn’t delivered yet because some of our stuff was on backorder. We informed them that our order status online showed that nothing was on backorder. Turns out we were correct and they had mistakenly been holding our order for weeks. Then on 2/2 the delivery truck came to our home and had everything EXCEPT the dining room table. They drove all the way from Nashville and forgot to load the table on the truck! We then fought with them for weeks to get a new delivery date for our table and were told it was coming on 2/15. On 2/13 they called and said they could no longer find our table in their warehouse, but would perform a search but that could take up to 5 days. Now we are entering late February and nobody with the delivery company or PB can tell us when we may actually get the table that we paid thousands of dollars for back in November 2022.
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February 2023 by Naaz K
Their online services have the worst customer service in the history and not to mention the false advertisement. They have the product but always missing something. Either nuts and bolts or whole board.
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October 2022 by Taylor Shelton
Unfortunately this is the only place I can leave a Google review for a specific product, but here we go... I understand that many things are out of the control of the producer right now. That product availability is determined by much more than just what we see. However, I waited over three months for an anywhere chair for my newborn (now four months old). We purchased one in 2019 for my son for $105 and he has loved it. Great purchase! The price was raised this year (which I understand) but by $55 AND the product is 2/3 of the size of the original purchased. My 4 month old will be out of it in less than a year. Meanwhile my son is almost three and is still in his. No problems. I hate that the product size and cost are a direct inverse of the 2019 version. It's kind of ridiculous, especially knowing the hit that PB customer service has taken recently. Will not be purchasing from them anytime soon.
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September 2022 by Mary King
Ordered a backpack online from PB Teen, to see it be discounted by 50% a few days later. I called corporate to ask for a price adjustment, and they told me they don’t give price adjustments. So, I reordered the same backpack at half price, had it shipped to me on Pottery Barn’s dime, and took the full-price backpack back to the store. It seemed like a silly process. When I arrived at the store to do the return, the worker was pretty sassy. I guess people who sell expensive things can become haughty. Anyway, I love the products here and in their kids’ lines. I will buy more of their sale items online, so I don’t have to interact with their employees.
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September 2022 by Sarah H
Horrible customer service from both Pottery Barn and Fidelitone - the company they outsource their shipping to. After being on hold, and getting disconnected when trying to confirm that furniture was being delivered on Labor Day they ended up changing my delivery date and not telling me. Then a super chipper supervisor calls back - a day later than promised - to help with exactly nothing. You would think paying the price of their furniture they would have better customer service and outsource their shipping to a company that actually cares about doing their job. But no they have your money and you just have to deal with rude incompetent people.
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July 2022 by G User
Breathtaking styles. Picture perfect showroom. Pricing is astronomical.
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June 2022 by Carol Bryant
One of my favorite places to shop
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September 2021 by Mitch H.
Pottery Barn has always been one of my favorite "go-to" stores for home accessories, bedding and accent furniture. After moving to Lexington a few years ago, I was very pleased to hear about the new store at The Summit, which includes many other great stores including Williams Sonoma. The Lexington store exceeded my expectations. ALL of the staff I have dealt with could not have been more accommodating and helpful. Great store...fantastic location!
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August 2021 by Becky Preece
Nice soft matching home goods
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May 2021 by Lavery Johnson
The people are extremely friendly and is one of my favorite places to go on the weekends
