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January 2024 by terry Calgary
Called Debbie asking for some pillow shams that were out of stock everywhere including online. She found them in her store and shipped them to me across the country. She went above and beyond to help me. What a great employee.
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October 2023 by Shi Ricky
Horrible customer service! We were literally just took down one of the toy cart for my son to try then this awful manager person told us do no try it unless we were planning buy it. Absolutely disrespectful and useless. We walked out right the way and do not have any intention on coming back!
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September 2023 by Elham Ahmad
Went there with my 2 toddlers to get them water bottles and school supply. When my kids was choosing them the sales person keeps coming and organizing the bottles while we were still choosing, she rudely said oh I just align them don’t touch. Excuse me how can I choose if I don’t see the design !!! Not a welcoming store .
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September 2023 by Jonell L
One of the workers at the Yorkdale location named Catherine was an absolute witch. She was so rude and basically barked answers at me when I asked simple questions. Why anyone would hire someone like that is beyond me. Needless to say I won’t be returning. Horrible service.
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September 2023 by Jasmine Chen
Just had an uncomfortable experience at Pottery Barn. Two sales associates were literally fighting in front of us trying to get the commission. Especially the sales person Ali who was being very pushy. After we told him that we were just looking around he replied with “you should buy something”… they really need to train their staff better or do something about the commission policy. Would not want to go back.
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August 2023 by Brenda M
Purchased their furniture from the Ava Regency collection.Was happy with most of the pieces that were delivered including the white glove setup. We had two minor issues with the furniture pieces and given the class of this retailer, I would have expected more.What surprised me was the lower maturity level of customer service and process of dealing with issues. They do not have any process to deal with minor issues which would be a fairly common problem. One of the hardware on the Ava Regency trundle had paint chipping and scuff marks all over. It would had made sense that they have many of these hardware available given this is their most popular furniture and send a replacement hardware which is a small piece. I also have the nightstand and none of the hardware had this issue so I know this was an anomaly.They also do not send people to help with furniture touch ups or send you just the paint pen if there are touch ups needed afterwards due to defects. I think this should be a standard customer care after a sale of this retailer class. Their only solution was to return the entire bed and trundle back for a full replacement. Given the amount of effort for these minor defects, I did not go through with it. Had they just sent a pen and the one replacement hardware, they would have received a five star review. Customers receiving their furniture see it in their homes almost daily and proper investment in customer service should be high on their priority.
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August 2023 by Daniel Ford
Pottery Barn has high quality furniture (and you certainly pay handsomely for it) but their delivery process has got to be one of the worst in the retail business. When you order something on the website it gives you a delivery window of 7-11 days but, in reality, that delivery period is 2 or 3 times longer. Considering that shipping is not free (and not inexpensive) you would think they would do a better job of getting goods to customers within their own timeline commitments or, at the very least, be transparent about the delivery period.
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July 2023 by Fadi Semaan
When it comes to furniture, this place has nothing decent. All the furniture are not tastful and low quality with high prices.I won't go back.The store is well organized and look fabulous but the furnityre product line is not interesting.
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June 2023 by Brittany C. Boyd-Pyman
I had a complicated return/exchange to do and Michael at the Yorkdale store was fantastic. I even showed up right at the end of the day and he didn't make me feel rushed. Instead, Michael worked through different scenarios with me to ensure that I left the store satisfied with the result. His colleague was also very personable (but I didn't get his name). Overall, excellent service and my thanks to Michael and his team!
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June 2023 by E. Jane V
Ordered curtain rods online, waited for months, tried to cancel order, because I had no idea when it would be arriving, I was told order was canceled, then, a few months later, I received the order, and was charged for it!Also, their design department promise to get back to me multiple times as well when I was picking out the curtains themselves they completely forgot about me - ridiculous. I’m never shopping here again.
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May 2023 by Christina Prut
How a large international company can operate like this is beyond me. The service at all levels from store management, district management and customer support are sub-par. No one ever calls you back, your emails are ignored. I was sold the wrong part and cannot use my furniture item, and was told "too bad so sad" from the district manager herself. Atrocious service to say the least. Don't spend your money here. You definitely don't get what you pay for.
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April 2023 by Josh G.
Had really bad experience with them a couple of years ago. Long story short - we asked the refund to be on our credit card, and they put it on gift card, and wouldn't switch back.We paid for the original damaged product on credit card, piece of sh*t business, hope your stock goes to zero like BBBY.
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March 2023 by Roxanna Music
Terrible customer service and rude staff.We went there to purchase a rug. There were 2 employees busy with clients upstairs. I said hello to them several times and they saw me but none of them said “hi” or “we’ll be right with you”. We waited for good 10 minutes and still none of the staff made any eye contact with us.I went and told one of them if someone can please help us? She answered by saying we’re busy. I asked her to call someone from downstairs and she did.I expressed my concern to the manager and he just said we can’t change people!!!Later I showed him my selected rug on the display and he said they don’t have anything available at the store and he was very discouraging! He also told me even if you ordered online there would be a huge shipping fee!! So we decided to leave the store with no satisfaction!My husband and I just purchased the rug online!The staff should be more enthusiastic about their job and have better quality of service!!
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March 2023 by Natalia Malysheva
The company service is very poor. I was waiting for 3 months for a bed delivery. When it was delivered the legs were different shape and heights. Since they're different heights, the frame is not standing fully on the floor, therefore we cannot place a mattress on top of it.We contacted support at the same day of delivery. It's been 10 days since the delivery, nobody called us back from the support. When we called to the company twice, they replied to us to wait for the call from the support.It delays our moving to a new place.
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March 2023 by A C
Good quality product with beyond useless and unhelpful customer service-both at yorkdale store and especially 1800 number and customer service email. (Sherway Gardens store customer service has been great I must say).I will never buy anything from Pottery Barn again unless It’s in stock at the store. (Which is basically nothing bigger than a dish/diffuser or a blanket since covid).I ordered two items 2 months ago (both were “in stock”-and visa was charged right away) . One of the items didn’t arrive by the estimated date and that date kept being pushed forward week after week. I called customer service and was told (twice over a period of 2 weeks) the item has been shipped. (!!) Turns out item is on “backorder” and expected date is 5 months later. (So had NOT been shipped). They “can’t refund because it’s too far processed”. (I guess the tree to make it had been cut at that point already).I called my bank and filed a dispute and money was returned to my account within a few days-I suggest you do the same and not bother with “customer service”. (They are totally clueless and have no access to any more info than You-but will not admit it-instead they will lie or hang up on you).Store employees convince you to order through them instead of online to “help them” (to keep the brick and mortar stores in Canada and their jobs) and “it will benefit you in case there are issues”. Not the case!. Wasted an hour to “help” Vicky at Yorkdale and when I wanted to ADD another item the next day ($1000) to my existing order (which was Backordered for 3 months so plenty of time for changes!) I was told by her very curtly “can’t be done”. Have to place another order !(and pay Another $50 shipping fee!!). So I didn’t of course. I found a similar item at Crate and Barrel.I will be very glad when the remaining couple of Pottery Barn locations in Canada close down -probably in the near future.It is very evident that even their corporate office doesn’t care-no responses to numerous negative reviews and complaints-they don’t seem to bother reading them or trying to improve customer service at all.
