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April 2024 by L S
We had a great experience with our sales associate Jessie when we purchased the Clarissa chandelier. Because we no longer live in Charlotte, our order was done by phone, and Jessie was so helpful and friendly. We required some follow-up customer service, and Jessie really came through for us. Thank you for caring.
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April 2024 by Ginger Griffeth
I ordered a Baby's 1st Christmas with year 2023 on it. I received the product with 2022 on it. In order to receive the correct product, I would have to go through the trouble of sending the other one back. It is honestly not worth my time at that point, so unfortunately I am keeping the incorrect product.
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April 2024 by Richard K
BUYER BEWARE. This company is unscrupulous! I placed an order for a curtain rod that never came. After 6 weeks, I decided to cancel the order. I was told by their agent a refund would promptly be issued. 2 weeks pass and no refund. So I contacted them again and they claim the refund wasn't processed the first time but they will do so now. This is the same story with other returns to Pottery Barn. It appears Pottery Barn is hoping you will forget about the refund and never check back in. I've attached a copy of my most recent chat, which highlights the game they play. Good luck!
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April 2024 by Charlotte R.
Ordered +$20k plus in merchandise from this store. The Hudson dresser arrived with wood burrowing beetles inside the drawers. When I called the store asking for help, Heather, the store manager, had an attitude for no reason and told me that the very earliest anyone will be able to come pick it back up/take it out of my home was later in the week. She didn’t even make a call to customer service like I asked her to, but rather entered a ticket and never called me back with an update. When I called her back, she told me that’s all she could do. Once I called corporate, they were confused as to why the store manager didn’t contact them immediately. What’s the point of ordering through the store if they refuse to help when there’s a serious issue? Pottery Barn put bugs in my home. An apology and an ounce of respect would have been nice.
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March 2024 by MS Ms
I ordered 10/12 ft rug on Aug 2022 with estimated delivery in Sep, however , I received the rug in Jan 2023 .though the order was received much later which was very inconvinient but the quality of rug is great .
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January 2024 by Lindsay Schneider
Rodrick, the Store Manager, said I should order a sofa through him or a store representative so I called and placed an order with him on November 8th. He told me I would have the sofa by Christmas. It's now December 31st. I have no sofa, and tracking hasn't updated at all since December 15th. I just called the store. Rodrick is out and the representative I spoke with said it will be a few more weeks, and she always tells customers to add WEEKS to their estimated delivery date. When I asked her the benefit of ordering through a store representative, she said they have store numbers to hit. So, they make it seem like ordering through them is a benefit for you, but it's really for their numbers, and when your order is delayed, they clearly do not have any way of helping. So disappointing!! I'll forever be a Crate & Barrel girl. Period!
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January 2024 by J-Kube
Service was very polite. Store was clean and everything was well marked.
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January 2024 by Jimmy Glahn
Horrible experience. Purchased two chairs they had in-stock because they were heavily discounted as floor models. Sales associate told us the slip covers can be thrown in the wash. Found out they have to be dry cleaned. After the cost of dry cleaning cost of $200, these are the same price as new ones I can order from them. Gave 2 stars because they did offer a refund. Be aware of the shady sales practice.
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December 2023 by Alex Hostetler
Great selection of home decor! Always love stopping by the store.
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December 2023 by Robin Champaign
My daughter ordered two marble topped square bistro tables. The two arrived with white glove delivery. She was out of town so i met delivery men. One base of one table was mashed. The exterior box undamaged. I immediately refused the damaged table but was unsure whether to refuse the undamaged table as they need to match. The delivery service got PB on the phone to discuss withme. He claimed they have 1000 in stock. Will get it redelivered. Today we learn that claimed delivery of two tables. As of today best they can do is deliver 12/7/23. After the group affair the tables were ordered to accommodate. All because someone at pottery barn did not check the order, then the delivery agent did not do a correct job noting only one of two was delivered and another pbarn person did not reorder immediately. They had the funds. They should care more about customer service. There is not even a way to email them. They do not give a darn. Got the money and that is all they care about!! Not a great store if they cannot deliver goods without damage and follow through if mishaps occur!!Update:PB shipped two table tops only as replacement for damaged stand. So both were returned and the additional first table. Needed two complete square marble top tables. Not one and certainly not two table tops with zero base. What a joke in professionalism Pottery Barn has become. By the way, none were marble. Only fake marble veneer. Dont need this when ordering and paying for good furniture. Never stepping foot in another PB store. Ever. Anywhere.
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December 2023 by HollyAnne Gill
It took almost a year to get my money back on a cancelled order. Prior to this I had made over a dozen phone calls since my Jan 2023 purchase trying to get answers of why I had not received my Catalina low footboard twin bed. I was charged in May 2023 and still had not received my item as of Sept 2023 when I requested to cancel the order. Even after that and several phone calls later I had not received my refund and not once did a manager ever answer or return my call in 11 months despite multiple requests. I expected much more from Pottery Barn, but will not make another purchase.
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December 2023 by Taurussya Cockerham
If I could give it a zero I would. Heather and Mary-Beth are the most incompatent associates I’ve seen in awhile. To tell a customer who asked for a specific sales clerk that you have thousands of associates working on the floor yet only 4 have walkies and no greeter at the door?…is nothing short of a LIE! This sales associate was so great and nice to me. She was the only one who walked up and asked me if I needed help. Out of the thousands these two said they had working today. In retail being a manager means you know your employees and your team right..these two DONT! No friendly customer service at all!!! Online will get my service!
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September 2023 by ashley jones
Do not buy furniture from Pottery barn! Breaks after 2 years and they want help you and the warranty in horrible !! Wish I could give zero stars!
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September 2023 by Mary Lee Donovan
I received Fantastic customer service at this location. Hollis was amazing and so helpful. I purchased an item that was mailed to me and Hollis followed up by telephone multiple times. I then had occasion to visit the store, and was greeted very warmly. I will continue to frequent Pottery Barn!
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September 2023 by Whitney Sansalone
Spent $3300 on a media console and the doors all popped off because the hinges are literally not made of one piece of metal, but rather a tiny little peg that’s supposed to just “stay” in a 2mm deep hole. 3 of 4 doors were broken off by the time I filled the cabinets. Service was great on the phone except the replacement never came. Then the repairman never came. So I called them to pick this trash up. I’m not sure what you need to pay to get decent furniture these days but I was stupid enough to think I was buying something we would have for years.