-
November 2025 by Kimberly S
Terrible customer service.
-
October 2025 by Olivia Andriole
Great experience both in store and over the phone. The associates were patient and helpful in helping me purchase a sofa. They even assisted me with cancelling my first order after realizing the sofa I'd ordered was the wrong size, and dedicated time to making sure I found the one I wanted.
-
September 2025 by Kelsey Steffel
Awful customer service experience with the in store team. I tried for WEEKS to get a hold of the manager or anyone to tell me where the heck my recliners were because they were over 8 weeks delayed. I finally had to go up to the store because I could not get the store manager on the phone or to respond to my emails. The associate who helped me when I went in said the manager couldn’t come talk to me because she was on call so I told her I’d wait. She seemed surprised I was going to wait so she went back to manager. She came back to tell me that manager had no update for me which is why she never emailed or called me back. I was taken aback at the lack of communication and effort to try and help me. I told the associate I was going to call later and cancel the order after I talked to my husband. However, by the time I got home the pottery barn customer service had emailed me saying that my recliners would be delivered in 1-2 weeks. So it took me going up to the store and threatening to cancel my order to get corporate customer service to help me. Completely unacceptable. Do not order from the store. If you have to order, do it from the website.
-
August 2025 by David Timm
I love the couch we bought here. The staff was so kind and helpful with the whole process.
-
April 2025 by Kayla Franco
This is the second time my husband and I have been in the store in the last month after buying a new home and shopping for multiple pieces of furniture. Both experiences were baffling, as if the staff could not be bothered to answer questions about fabric options and shipping times for different items. Not only was the staff rude but were visibly irritated by being asked to do what I assume is their job, which is to sell furniture. The first negative experience was with a young woman who was likely in her early 20s and the second was today with a man with dark hair and an earring who was more interested in gossiping with his colleague rather than acknowledge myself or my husband after being approached multiple times. I have worked years in high end customer service and have never been treated this way or even seen people in the customer service industry behave in this manner. We will gladly be spending money with your competitors as their customer service has been nothing but exceptional.
-
March 2025 by Daniel James
What an awesome experience. Julie took a great deal of time helping us pick colors and fabrics. She answered all of our questions and treated us well. She even took the time to thoroughly explain how to care for everything and how to handle any return if something didn't work.
-
December 2024 by Sarah Whitener
Rochelle was very nice and helpful
-
September 2024 by Vanessa Rose
The place was crammed full of merchandise so the variety was excellent. Some aisles were hard to get thru with a cart.
-
September 2024 by Vanessa Garagnani
The place was crammed full of merchandise so the variety was excellent. Some aisles were hard to get thru with a cart.
-
August 2024 by anshu sood
Very slow service. I was in check out line for greater than 30 min with only one customer ahead of me. The staff was rude . All the staff is elderly women- time to retire. Cindy was the staff
-
August 2024 by saurav das
The manager or whoever introduced her as person who arranges things in the store was extremely rude, incompetent. Although the designer, Cindy appeared to be empathetic she consistently prioritized white customers over ones of color. At the end of hanging out in the store for 3 hours, they weren’t able to place an order for me. No wonder they have poor reviews. Incompetent and racist employees.
-
August 2024 by Chloe Carnahan
The manager was totally rude. She looked me up and down several times while I was in the store as if I didn’t belong there. She walked right in front of me and cut me off 3 times while I was walking around looking at things. I asked for help and she looked at me and walked in the other room and mumbled under her breath. I’m so confused why I was treated so rudely?
-
May 2024 by Robin Wolf
There were 2 other customers besides me in the store (only 1 was with a sales associate) Otherwise, 3-4 sales associates without customers. Not one person greeted me. When I asked location of a particular item, associate just pointed to another room and said " over there". I still couldn't find the item and when I asked for help, the associate was so short and impatient with me. No one ever came around to see if I had questions. What an unfriendly, sour group of associates. Not a good reflection on Pottery Barn.
-
April 2024 by Lane M
Customer service was horrible. Extremely rude and stuck up woman. Not helpful at all and wont be returning. Her attitude and tone is repulsive towards customers.
-
March 2024 by Steven Bott
For me, Pottery Barn is a winner. I not only order on-line, I shop this store on the regular. I've even ordered on-line and picked up at the Frontenac store. They make shopping so easy.Some of my favorite items to shop for are; bedding, stemware and table linens. Some may say their price point is high, but so is the quality and that is a match. If you're a smart shopper and watch your favorite items, you can purchase them on sale.When shopping in person, I have always had excellent service in this store. The staff is friendly, helpful, knowledgeable and professional.I highly recommend this store for redoing your bedroom and tableware for entertaining.
