-
April 2024 by Michael Lotfi
Pottery Barn/West Elm is an absolute JOKE. Ordered a glider for my pregnant wife. Never showed up by the delivery date. Says "delivery was attempted" but it absolutely was not attempted. No one called, emailed, etc & we have been at the house all day waiting for it to arrive. Now the delivery date has been pushed back 4 MORE weeks at which point we will already have a newborn. $1,500 for a freaking chair and they couldn't care less to get things right. Never again will we order anything from Pottery Barn/West Elm.
-
April 2024 by Christa
Was in today looking for two specific items and could not get any help. Two employees were busy with customers while two, I think one being the manager, stood in the corner talking for more than 5-10 minutes. Me and another couple ladies were never asked if we needed anything. And this has happened numerous times in this location. I never have this experience in the Franklin location, so I will continue to keep my business there.
-
February 2024 by Rebecca Choate
Love the atmosphere each display projects. You can clearly see and feel how setting would make your home.
-
November 2023 by H. L.
The reviews are spot on, be careful with this location, it seems no one knows much about customer service. They don't understand the merchandise either, one "designer" asking another what to do or advise....probably a bad idea to spend that kind of money here. Lately Pottery Barn has been going down hill, this location confirms it. Furthermore, the stuff is made so poorly, if you're into fine quality you'd better go somewhere else. There are too many fine choices than buying from these cheap catalog places. I will say they master the art of cramming lots of stuff into a small store and making it all look so fabulous but take a closer look, the rugs are filthy and the furniture looks terribly worn, if you want to sell things at those prices, the stuff has to be able to take a beating just like it would in a home environment. Sorry hard pass
-
September 2023 by Meredith M.
These reviews are on point. Customer service is horrible. The man "robert" is the worst. So unfriendly and acted like we were a total inconvenience. Love PotteryBarn products but this has turned me off and has officially given us the ICK. Plenty of better places to go in the area with better customer service, especially if you are going to be spending $1,000+.
-
September 2023 by Yinan Liu
No problem with our order.Ordered two items in the store and was told they would arrive within 6-8 weeks.Only waited 5 weeks and everything arrived.White glove service was excellent. They called to make sure it was ok because they were going to be 30 min prior to the delivery window. They wore white gloves and shoe covers. Everything was done exactly right. Happy with the delivery service.
-
July 2023 by Janna S.
There is a man who works the bedding side of the store counter who is SO incredibly unfriendly and unhelpful. I have dealt with him on the last 2 times I have been there and will not return. Today I asked about items on hold. He had zero interest in helping me, was visibly perturbed that he had to inquire and was very happy to tell me my items had been put back out because they only hold for 24 hours. Customer service is zero at this location. I won't go back.
-
June 2023 by Graciela Lelli
Great class on candles and lighting for indoors and out. Susan was very knowledgeable.
-
June 2023 by Bette B
Top notch store with excellent customer service. It makes spending a lot of money for a beautiful piece of furniture almost pain free. Highly recommend.
-
April 2023 by Shelby
Terrible delivery service. Don’t pay for their white glove delivery. It’s a nightmare. They canceled our first delivery date an hour into the 2 hour time frame they had given us because our items were, “Too big for the truck.” They said this happens sometimes if you’re the first stop. Well I request not to be the first stop for the next available delivery day, and guess what? They scheduled us for the first stop again. They are a joke. Save yourself the time and frustration.
-
March 2023 by Lori Gilbert
I always love going in and seeing all their great products. Some are overpriced, but pretty just the same
-
December 2022 by Ben
Terrible customer service. Don't expect your delivery to arrive on time. They will make you sit around all day just to inform you at 5pm that your delivery will not arrive.
-
December 2022 by Lynn Bouchard
Ordered a bell candle from the catalog and it was shipped from this location. Whoever packed the item needs to learn ‘packing 101’ - you don’t ship two piece glass items together so that they bang around during shipping. Item came in many pieces - very disappointing….
-
December 2022 by Justin Lee
Alot of staff offered me help, nice furnitures. Delivery takes 4 month though
-
October 2022 by Katherine Allgood
I visited the store on a Sunday afternoon. Very few other shoppers that day. A saleslady offered, three times, to find a product for me (by calling other stores.) Twenty to thirty minutes later, she still hadn't attempted to find the item. I finally left. Why offer if you won't follow through?
