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January 2024 by Keith Johnson
My wife and I decided to buy new dinner ware which included dinner plates, salad plates, bowls, and glasses. Susan was extremely helpful getting everything together for us, but then she said they would have to order the salad plates and us pay for shipping (should be free). I asked why when there plenty of salad plates. She said the manager stated there had to be so many "display" plates to show. We got everything paid for but this still wasn't sitting well with my wife and I about the plates. She went back over to where the plates were, come back, and said they have 13 plates, but can't sell us one? I went back over with her and recounted the plates in both and they had 28 salad plates!! 28!! And they can't sell us one??? I went back over to Susan (who is very nice by the way) and I asked to speak to the manager (I think his name is Chris). We waited several minutes before Susan came over to where we were and said we can buy the plates per Chris. So we bought our freakin plates!!So here's the thing....why do you have plates for sale and you can't sell them? Especially when you have 28 of them! And why did the manager never come out to speak to us? Does he not liking speaking to people? Does he not like people? I've read the recent reviews and if what everything people are saying are true, then it starts with the manager.My wife and I will be buying the remainder our dishes online or just go to the store in Brentwood.
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December 2023 by Katherine Allgood
This store does not honor the markdown prices they advertise in their store. An item that was 20% off (per a sign) was, in fact, full price. The manager, Chris, refused to honor the advertisement. Chris has a poor attitude and shouldn't be working with the public. I'm very disappointed with the staff, and their operations, at this store.
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October 2023 by Jenny Hanning
I have been a Pottery Barn shopper for over 10 years. This store has had the worse costumer service I have ever experienced. I was at this store and got asked if I needed help, which surprised me because they usually do not ask if you need help. When I asked for the pillow that I was interest in, I did not want to pay the amount for the pillow I wanted, I wanted other options. This lady had the rudeness to laugh in my face and said ,"no we do not have anything else close to that, and walked a way!
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October 2023 by Y B
Unfortunately I don’t have any good feedback to provide for this store. I visited them three times over the past couple of month and every time I had a very bad experience. Associates are very unfriendly, and arrogant. They almost give a feeling like “ why r u here and why r u asking questions”. I called today to ask about a product I bought and the person answering the phone was so unfriendly I had to cut the call short. I will not go back and sadly don’t even want to buy any PB products online. I ll just stick with CB.
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August 2023 by Jason Scott
Just terrible customer service. Took 90 minutes to get a ship to store order. And it wasn't because the store was busy, it was because of the 5 people "working" only one was actually helping customers.
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February 2023 by Brandon Jones
The lady in the store was very helpful. Had to wait 6 months for our sofas. Almost a year and the leather recliner still hasn’t arrived. Was on the phone today for over and hour trying to get a refund. This company is a joke. It’s a shame that a company with such good quality furniture has such bad operations and communication.
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December 2022 by Mabry Biggs
not the greatest experience; they were super understaffed which is understandable, but no one paid me any attention after looking for help for 30 mins
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November 2022 by carmen shaw
The worst experience! I returned two floor lamps because they were defective, a console table because the glass didn’t fit. I got a mirror with a few scratches and a table lamp that I have to put scotch tape to attach the shade but what made me to write this review is that I’m stuck with a $400 mirror that after a few months white stains are coming out and they refuse to exchange it.
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October 2022 by Megan Callaghan Suitt
Very helpful in finding solutions to design questions, easy returns, and it's always so well curated.
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October 2022 by jon brand
Sales staff in the store were very helpful - but it ends there. They claimed to not bill until the item is shipped and then billed when in "fulfillment" which means nothing since my order sat at that status for weeks after being billed. When I tried to dig into it they assigned a customer service person to "follow" the case which meant nothing more than say - it will ship when it ships. Not the type of service you expect from a company like Pottery Barn - it appears to be really falling apart.
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October 2022 by Megan Callaghan
Very helpful in finding solutions to design questions, easy returns, and it's always so well curated.
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September 2022 by Sheri
They closed the Huntsville AL store. We drove to the TN store. Seemed understaffed. Not too friendly. Selections were sparse. I'm not sure I'll make the drive again. The area where it's located didn't feel particularly safe. Can't put my finger on it but I wouldn't go alone.
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August 2022 by David King
We purchased a sectional from this store back on March 15, 2022. I was told they would not charge my credit card ($9k) until it was ready for delivery and that the delivery would be ready last month (June). Well, they charged my card last week and I’ve tried to reach them several times to schedule delivery. I finally got through today and even though it’s in the hub and could be delivered I’m told it will be the middle of September, another two months before it can be delivered! They assured me we would get the couch in June. BTW, I asked if I can just come to get it and was told NO the hub does not allow pick-ups.We would not have purchased the couch if we knew the true timelines. I will not purchase from Pottery Barn again!
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May 2022 by Susan Flippin
I understand being overworked and not having enough people to staff stores. However, being polite despite hard situations goes a long way. If an employee is with another guest, smiling and saying "let me get someone for you" is basic good manners. Apologizing when there is a wait is good manners. This store sorely needs training in good manners
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May 2022 by Lesley Henderson
Great customer service although they did have what I needed in stock.
