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December 2023 by Gab Bee
The worst store. Customer Service service is awful, they lie when they are too lazy to do something. For the prices they charge you think they could make more of an effort.
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November 2023 by Francesca Benedetti
I visited the store in QC this weekend, as I wanted something from the site (and could not order online). After finding the item, the sales associate warned me that personalization machine might be broken. I told her no problem, i'll keep shopping and let me know.At checkout, she told me the machine is in fact broken.As I was leaving, i heard the machine, and thought it's probably being repaired, however, my husband told me to just go check.The woman working there told me it was broken (she was just sitting there). I was confused, as something was being embroidered. She said, well, it was working, but she had back orders, so she wasn't taking new orders.This is a service offered by Pottery Barn, and not something she can pick and choose who to complete orders for. I am a customer in store, which in my experience, should always be given priority. Also, the blatant lie is also very concerning. Why not confirm it was working, and ask for me to come back another time / day? Overall, the service at this store is terrible. As it's the only one in QC, the monopoly it has is completely crazy. Either close it so the website can be shopped, or open another one so an example of good customer service can be shown.
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November 2023 by Mr. Science
Illegal practices. They do not include the delivery price for their furniture in the price and you find out you have to pay an extra few hundred dollars to get what you want. Avoid at all cost. Deserves to be reported.
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September 2023 by Rawad N.
Subject: Extremely Disappointed with Product Quality and Customer ServiceI recently purchased place mats from your Canadian store, and I am profoundly disappointed with both the product and the customer service experience I encountered.The quality of these place mats is abysmal. After a single wash, they are falling apart at an alarming rate. I had expected a product that would withstand basic usage and maintenance, but these place mats have failed to meet even the most minimal expectations.What is even more disheartening is the response I received from your store's staff when I sought assistance. Instead of addressing my concerns with care and professionalism, I was told that this deterioration was "normal." Such a dismissive and nonchalant attitude towards customer grievances is both shocking and unacceptable.As a consumer who values quality and expects a reasonable level of durability from the products I purchase, this experience has left me deeply dissatisfied. I urge your store to take a serious look at the quality of the merchandise you are offering and to reconsider the manner in which you handle customer complaints. It is essential to uphold the integrity of your brand and provide the level of service that customers deserve.In light of this frustrating experience, I am compelled to express my disappointment publicly, in the hope that others will be forewarned about the subpar quality of your products and the lackluster customer service they may encounter. It is my sincere hope that this feedback prompts a reevaluation of your standards and practices, ultimately resulting in a more positive experience for future customers.Sincerely,
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September 2023 by B Sa
To my knowledge, pottery barn's products are built to last. I really enjoy their design and their products.I love their couches more than everything else.
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September 2023 by Rania Hanna
Waste of money, I bought one for my daughter last year and before the end of the year, the rolling hand got broken and I called the store and the customer service but they refused to do anything. Warranty is only 30 days and this is not what I was told in store when I ordered it, they told me this is high quality product and have lite time warranty and should last for years. When I asked the customer service on the phone if this was a lie, she said unfortunately yes. Don’t waste your money to bu expensive one and won’t stay much longer than any cheap one.
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September 2023 by Pierre Deschenes
Worst customer service ever. Pottery barn keeps posting transactions ($6500.00) on my credit card to put a hold on furniture that I’ve already paid and received. I called at least 10 times and they tell me that i haven’t received my furniture yet and that charge is just to secure that transaction. Called my bank they say that it’s just a pre authorization and until they charge they can’t do anything. I’ve asked to speak to a manager or supervisor and half the time they pretend to transfer me but just hangup. I’m exasperated with this company freezing funds on my card and unable to resolve the problem by talking to a reason le human. I just spent approximately $ 20,000 with Pottery barn and I will never do business with them ever again.
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August 2023 by Ayumi-Stella Piperissa
Wanted something personalized they told me to come on Sunday at opening and they could do it on the spot. Once there they told me it wouldn’t be possible and I’d have to come back. Wish they would all be on the same page as Brossard is not in the city.
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February 2023 by Souhail Najam
I recently had a disappointing experience at this store. I had placed an order for a monogrammed item well in advance, but when I arrived to pick it up on the agreed upon date, it was not ready. The cashier was incredibly rude and unapologetic, which made the situation even more frustrating.To make matters worse, when I tried to return an item that was purchased but not used, the same cashier was once again unhelpful. Despite my polite request for a return, the cashier was dismissive and made the process unnecessarily difficult.Overall, I was disappointed with the poor customer service and unprofessional behavior of this cashier. It's a shame, as I have enjoyed shopping at this store in the past, but I will definitely think twice before returning.
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February 2023 by Luay Bader
Very rude staff. Was given the wrong items and when I had to go back there wasn't even an apology but being told well that sucks for you. Having spent thousands there I would never be back.
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January 2023 by Laura Lemieux
Horrible customer service. I heard 2 employees talking bad about a client.
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January 2023 by Khysrow Akbari
I bought few items for my newborn son. The pottery Barns has a lot of good quality products but they have some of them only online that’s why they lose one star. And there is a fee for delivery if someone buy online.
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December 2022 by F P
I bought few items for my newborn son. The pottery Barns has a lot of good quality products but they have some of them only online that’s why they lose one star. And there is a fee for delivery if someone buy online.
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December 2022 by Jade D
Please note that this review is strictly based on my experience with their phone / email customer service for an order placed at the store. The store staff was wonderful, but definitely not the ones I had to deal with after placing the order.I placed an order for a mirror. 2 weeks later I noticed the funds were reversed and checking at my emails, I received one stating my order was canceled.1 day later after the cancellation, the funds matching the canceled order total get debited again. I then decide to email customer service to know why was I charged for a cancelled order ( please note that the status online was still canceled and I checked before reaching out to them). I got a reply confirming that my order was canceled and that the funds were only pre-authorized and not debited which can’t be the case as I used a debit card. However, I then asked them why would they do a pre-authorization after the order was canceled. They never answered my question. They just kept saying the same thing over and over: that my order was canceled and they will release the funds soon ( never stated a real turnaround time ).5 days after those ongoing exchanges, I still haven’t got my money back. I had to call the call centre during my lunch break. Spent the whole hour trying to figure this out to finally discover that my order was canceled and that 1 day after, they used my information to create a back order without my knowledge and consent. The girl I spoke with ( Maddie) has been the only helpful person in all this messy situation and fid all she could to finally cancel this order.That whole email exchange was definitely top 1 of the worst customer service I received. Being gaslighted by being told that you don’t know what you’re talking about when you’re actually not wrong and the fact that they just ignored my question every time ( many many times) I asked why would they make a new transaction when order was already canceled and I got funds back. It’s scary to give such companies your banking information knowing that they just go ahead and make transactions that they are not allowed to do without your knowledge and they have the audacity to refuse to explain why. I would have understand if they would say that it was an error and would have apologize. However, in order to get that I had to spend a lot of time exchanging frustrating emails and spend more than 1 hour on the phone.
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October 2022 by Alexandra Verenceanu
Ordered from them 4 months ago a table, bench and 3 chairs. Only one of the chairs has arrived after 3 months of waiting. When calling them, they have no idea of where the other 2 are. After another month, another chair has arrived, after me calling them multiple times. They seem to order the chair as you call them. Still waiting for the other articles. When I call them, every time it is a different status, and none knows what’s up.Worst costumer experience ever…
