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December 2023 by Andrew Nagelin
The store in Burlington is closing. Having a good sale but not as much inventory.
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August 2023 by Jim Morrison
OK we rarely buy anything here because it's usually a pricey place to shop. Let's face it Home Goods or Marshall 's offers affordable options. That said we did find a few things we really liked and on sale first first time ever
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April 2023 by Richard Cayer
My one and only experience here was not a good one. They made zero effort to make their mistake right with me. A waste of my time and money. You would hope some good customer service would come with their overpriced, pretentious product line. Their ability to ship products needs help too. I ordered something in March and it said it will arrive in June. Are they delivering it cross country on a horse and buggy?
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February 2023 by Ana Nunes
IF WE COULD GIVE POTTERY BARN AND WEST ELM A NEGATIVE 10 WE WOULD. STAY AWAY! West Elm, Pottery Barn should be ashamed to be in the furniture business. I recently moved into a new home and ordered 15 pieces of furniture. Every piece came in defective. Then every replacement piece then came in defective. Some replacement pieces were sent back and never were delivered due to miscommunication from the Pottery Barn delivery team. Then they tried to pawn off their defective furniture on us by offering us an insulting 10% off for furniture that was ripped, not connecting properly, scratched with holes, off balance, pillows half stuffed. Even the delivery team said that their furniture now is always defective, poorly made, poor quality material, and there is zero quality control. They should have never made it to the customer in this condition. Run as fast as you can from all their brands. I was even promised by two different Senior Lead Specialists Jessica Lovette and Maria Moropezaschmidtethat they would make sure they would follow my case and communicate with me . Both never did. I emailed both repeatedly to ask them to call me or email back and nothing . The latest is that our replacement couch showed up this week that we have been waiting for the past six months. They couldn't find the fourth piece of the sectional. Then they called and tried to schedule a delivery of a love seat that we had already wanted picked up as this replacement came in worse than the original. The company doesn't care about their customers, they just want to drop off their furniture and hope that the unsuspecting customer doesn't inspect it. Buyer beware!
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January 2023 by Ana N.
IF WE COULD GIVE POTTERY BARN AND WEST ELM A NEGATIVE 10 WE WOULD. STAY AWAY! West Elm, Pottery Barn should be ashamed to be in the furniture business. I recently moved into a new home and ordered 15 pieces of furniture. Every piece came in defective. Then every replacement piece then came in defective. Some replacement pieces were sent back and never were delivered due to miscommunication from the Pottery Barn delivery team. Then they tried to pawn off their defective furniture on us by offering us an insulting 10% off for furniture that was ripped, not connecting properly, scratched with holes, off balance, pillows half stuffed. Even the delivery team said that their furniture now is always defective, poorly made, poor quality material, and there is zero quality control. They should have never made it to the customer in this condition. Run as fast as you can from all their brands. I was even promised by two different Senior Lead Specialists Jessica Lovette and Maria Moropezaschmidtethat they would make sure they would follow my case and communicate with me . Both never did. I emailed both repeatedly to ask them to call me or email back and nothing . The latest is that our replacement couch showed up this week that we have been waiting for the past six months. They couldn't find the fourth piece of the sectional. Then they called and tried to schedule a delivery of a love seat that we had already wanted picked up as this replacement came in worse than the original. The company doesn't care about their customers, they just want to drop off their furniture and hope that the unsuspecting customer doesn't inspect it. Buyer beware!
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December 2022 by Aimee Dumas
Poor service. They wouldn't sell me a chair because it was on display. Even though they have two of them and I just needed one, they said they need it to look aesthetically pleasing to customers in-store. In other words, everything has to match. So, they miss out on a 200 sale because they need the store to look like a magazine. I'm not ordering the chair and waiting for it to come when it's in store. Also, the woman asked me if she could hold two little things I was looking at. I've worked in retail before and I know when they do that, it's because they think you might steal. I look young so in a snobby store like that, they tend to be like that I guess. But, as a result I didn't buy anything because the experience sucked. How about asking if I need help with anything and not if you can hold my two little items. Meanwhile, I prob have more in the bank then both of them combined. You never know who you could be talking to. All in all, they lost out on a total 250 sale.
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December 2022 by susan carney
Poor Customer service, no help at all. Ordered a gift in November 2022 and still have not received it. There are many other companies that would appreciate our business in todays struggling economy.
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December 2022 by Crys C.
I signed up for the design service - no one showed up and when I called they basically blew me off and said they wouldn't come. Why bother advertising a service when you can't deliver or show up? The person at the store was really rude.
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December 2022 by Abigail R.
Absolutely premium customer service with a commitment to ensuring customers receive quality items and have a pleasant experience shopping. The wonderful ladies which helped me and my partner this week have my greatest gratitude. I had almost given up hope trying to get an item that kept coming in with a light up issue that I really wanted but had no luck and they were able to get me a working one. They also helped me with other orders such as a pickup. The store has a spacious, well lit, clean, and organized feel. This was well worth the drive to this location and in a great location. They can definitely count on me being a returning customer as they have earned a place as one of my favorites!
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December 2022 by Aimée C.
Poor service. They wouldn't sell me a chair because it was on display. Even though they have two of them and I just needed one, they said they need it to look aesthetically pleasing to customers in-store. In other words, everything has to match. So, they miss out on a 200 sale because they need the store to look like a magazine. I'm not ordering the chair and waiting for it to come when it's in store. Also, the woman asked me if she could hold two little things I was looking at. I've worked in retail before and I know when they do that, it's because they think you might steal. I look young so in a snobby store like that, they tend to be like that I guess. But, as a result I didn't buy anything because the experience sucked. How about asking if I need help with anything and not if you can hold my two little items. Meanwhile, I prob have more in the bank then both of them combined. You never know who you could be talking to. All in all, they lost out on a total 250 sale.
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October 2022 by Cathy D.
Design services are a joke - a no show for guaranteed appointment, designer then has you come to store instead, promises plans to your specifications then emails you days later asking questions like she never met you. Total disappointment.
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October 2022 by Laura Willard
I normally don't post reviews but I am so upset by my experience at the Burlington Pottery Barn that I feel compelled to share. I signed up for the PB credit card and paid the 10K bill in full for the sole purpose of getting $1000 in PB credit that is applied 30 days after your items are delivered. I called in July once all the items were delivered to see if I could use the credit towards a console table. I was told the credit would be applied within 30 days but the sales associate could place the order, since the console table was backordered 3 months, and apply the credit at a later date. I remember specifically her saying that technically she's not supposed to do it, but she "does it all the time" and "there is a way". I would have been fine to wait until August when the credit was available but she repeatedly told me it was fine to place the order then but to call when the item was ready to be delivered so they could cancel the item and reprocess it using the rewards.Then, 2 weeks ago I get the email to schedule the delivery. I call the Burlington Store again to inquire about how to apply the rewards to this order. A different associate checked with the store manager and then called me back to say that I must wait until the item is delivered and then call the store for the item to be returned and reprocessed.The console table was delivered yesterday. I called the store after to start the process. I was told the manager was out but someone would call me back. So today, I receive a call from the original sales associate Jude telling me that it is not possible to return an item and reprocess using rewards, that she never told me different, and that it must be a misunderstanding. I told her wanted to return the item because the only reason I purchased it was for the rewards and didn't want to pay return shipping. If it was such a misunderstanding back in July, then why was I told again 2 weeks ago to just call after it was delivered? If I had been told then that that is not policy, then I would have cancelled the item then and avoided delivery and therefore a non-refundable shipping charge.I swear I am not crazy to imagine what I was told. And the fact that I was told by not only her back in July, but again by a sales associate two weeks prior to delivery (who apparently spoke with the manager) is a big red flag that this store was not following company policy and instead of being truthful, and fessing up to the incorrect information she told me and apologizing, she decided to lie to me, refuse to admit she told me different, have no understanding for the waste of my time. I called customer service and received a full refund (including shipping) but was so shaken up by my personal experience with this store I had to write this.
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September 2022 by Jeff Eiden
My wife and I ordered an outdoor dining table from Pottery Barn the Burlington location in April of 2022 with an original delivery estimate of mid to late June. My credit card was charged thousands of dollars for this item in May of 2022. As of today, September 9 2022, the correct item has still not been received after incorrect item delivery, multiple occurrences of monthlong delays, and ZERO proactive communication . At this point, I consider this fraudulent activity by the company and have no indication that I will ever receive the item that I paid for. I have received both misinformation and extremely poor customer service when trying to work directly with the company.Throughout this period, I've talked to multiple members of customer support, including supervisors, who have not given me accurate information, have not followed up on their commitment to locate the item, and continue to insist on waiting more and more time.Avoid Pottery Barn and its affiliated companies at all costs. They have hoodwinked my family out of our hard-earned dollars and are exhibiting behavior that is nothing short of criminal.
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September 2022 by Jeff E.
I ordered an outdoor dining table from Pottery Barn the Burlington location in April of 2022 with an original delivery estimate of mid to late June. My credit card was charged thousands of dollars for this item in May of 2022. As of today, September 9 2022, the correct item has still not been received after incorrect item delivery, multiple occurrences of monthlong delays, and ZERO proactive communication . At this point, I consider this fraudulent activity by the company and have no indication that I will ever receive the item that I paid for. I have received both misinformation and extremely poor customer service when trying to work directly with the company. Throughout this period, I've talked to multiple members of customer support, including supervisors, who have not given me accurate information, have not followed up on their commitment to locate the item, and continue to insist on waiting more and more time. Avoid Pottery Barn and its affiliated companies at all costs. They have hoodwinked my family out of our hard-earned dollars and are exhibiting behavior that is nothing short of criminal.
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June 2022 by Danielle Farrell
6 Months of Wasted TimeMy husband and I purchased the Jake upholstered storage bed from Pottery Barn last December. We knew it would take 4-6 months for custom choices are were excited for the product. When we were notified it was ready for delivery, we made plans to donate our bed and mattress the day before and have our new and larger mattress delivered. Unfortunately, upon delivery we learned that the headboard was not built correctly to hold the bed frame properly.Understanding that accidents happen, we were told that a furniture medic would be able to come out to our home a week later and assess the situation and that most likely this hardware issue would be fixable. Once again, my husband and I made arrangements for the furniture medic to come on a weekday during a two hour window.After a no call no show missed appointment, I then reached out to inquire what the status was. I was told that something came up and they would be unable to come to our house that day. I rescheduled for two days later, also on a weekday.The medic arrived on the second appointment only to deliver the same bad news. The headboard was built incorrectly and did not have the mounting hardware installed. However, the medic stated that it should be an easy fix, the company would arrange for the headboard to be picked up, taken to a local workshop, and be redelivered within a week or two. The medic stated that after submitting his report, I would receive a phone call within the next hour or two.6 hours later after no communication from PB, I received an email stating that they decided the headboard was defective and have ordered us another. It was scheduled to arrive in approximately 4 months. And in four months after the delivery of our new headboard we could then discuss compensation options.Until now, we have very good experiences with pottery barn and their products. We have spent a considerable amount the last 18 months with them furnishing our home. This experience has been disappointing in customer service, communication, and time management.We would still like to order a bed or exchange for something in stock or sooner available (of course), but we cannot wait 4 more months without a master bed frame. The options presented to us were to refund and return or wait for the 4 months. Meanwhile, we have to once again, call to arrange for pick-up of our "defect" bed frame.The frustration here has been the lack of communication, the wasting of time, and the unwilling attitude to solve the problem.I assumed that premium pricing and products would also come with premium service and communication, and the lack of each has left a distinct bad taste. Every email and phone call has been to a different representative that cares only to get rid of this problem as quickly as possible and not to actually find a viable solution.
