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March 2024 by Luis Martins
Disappointing Customer Service and Missing HardwareI recently purchased items from Pottery Barn, and while the products themselves were nice, I had an extremely frustrating experience with their customer service. Here are the key points:Non-Existent Customer Service: When I needed assistance with missing hardware for one of the items, it felt like customer service was non-existent. Despite reaching out multiple times, I received no meaningful help or resolution.Gift Orders: To make matters worse, I had received the item as a gift, and unfortunately, I didn’t have the order number. The lack of assistance in this situation was particularly disappointing.Lack of Support: Pottery Barn should recognize that customers may encounter issues, especially when it comes to missing parts or gift orders. However, their lack of support left me frustrated and dissatisfied.In summary, while Pottery Barn’s products may be elegant and well-crafted, their customer service falls short. If you’re considering a purchase, be prepared for potential challenges if anything goes wrong.
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February 2024 by Candace Lambert
Love this store, staff has been there for years. Very knowledgeable and friendly!
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January 2024 by Jeremy Jones
Manager and store will not stand by their products. We purchased $3,000 of linens and one washcloth developed a seam rip through a manufacturing error. The manager refused to exchange for an undamaged version. Unbelievably shortsighted and foolish. Will find a different retailer for linens.
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December 2023 by Jana Syring
Whatever you do, don't buy furniture at Pottery Barn. I spent $6,000 for 2 chesterfield loveseats with Sunbrella fabric for durability. I've had them now for 2 years and the Sunbrella fabric is NOT like other Sunbrella furniture I have. It pills, it doesn't come clean, and it's very disappointing. The cushions are almost flat and I paid more for the strong cushions. I wish someone would have told me about their experience before I bought. Furthermore, PB does not offer ANY warranty on their furniture... Not the Pottery Barn of the past anymore...
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December 2023 by Ali Schoeneweis
Last Sunday, I looked up hours for the PB at the Arboretum and it listed them as opening at 10 am. I arrived shortly after 10 and the door was locked. I knocked on the window and Dena answered the door and said they didn’t open until 11. When I told her the hours were listed as opening at 10 and that I had gotten up early and driven from Round Rock, her response was “I’m sorry” to which I replied “okay” and she locked the door. I proceeded to look up the hours thinking I may have been mistaken and it said 10 am. I knocked on the door again and Dena came back and I showed her the hours on my phone and she again told me they did not open until 11. I asked her if there was a number I could call or anyone else that could help me and her reply was “I don’t know.” At that point, another associate walked to a cash register close by and I asked “would she know?” The associate approached and said that they had just found out about the hours online and to give them a few minutes and they would open the cash registers and honor the hours. Dena then locked the door and I stood in 48 degree weather when I could have been in the store browsing while they opened the registers. A few minutes later, another woman came up and I let her in on what was going on. She knocked on the door and nobody answered. About 10 minutes later Dena unlocked the door and let us in. Dena had an attitude to her and the woman asked her if everything was okay to which she replied she was caught unaware by me and made an aggressive motion of shoving the phone in her face, even though this was a far cry from what really occurred. I went on to browse and get my items and went to the cash register to pay. My heart sank when I saw it was Dena, yet again. I decided to smooth things over by stating, “I apologize if you felt my demeanor was aggressive this morning” (again, it was not) and she responded that she appreciated it but never once acknowledged that she had been unhelpful or uncooperative given that I had driven 25 minutes based on their listed store hours. I let it go as it seemed she was already having the worst day ever at 10:30 am and went on my merry way. My point: this PB has consistently employed the rudest, most disinterested, unhelpful employees than any PB I have ever been in. I have been to several PB stores in several states including California, Utah, Washington and Texas and the Arboretum location is by far the worst. Their items are lovely and always have been but there are too many “dupes” out there for a paying customer to have to withstand this behavior. Spend your money elsewhere folks!
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October 2023 by Holly Reese
Wanted to order 14 rolls of wallpaper but when I got to checkout PB wanted $360 for shipping and processing. Customer service and the store were no help. Needless to say, I won’t be purchasing the wallpaper.
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August 2023 by Brian
My wife ordered two child’s beds from Pottery Barn. Together they cost almost as much as my first car. She also bought the ‘white glove’ delivery service. In quotes because the guys damaged both beds and assembled one wrong. When my wife contacted Pottery Barn with a complaint about the damage, they were not willing to offer satisfactory compensation, and it was extremely difficult to get anyone in authority on the phone. She wasted hours on this. The best they could eventually agree to was to come in a month to remove the damaged bed and replace it with a new one. All we wanted was a partial refund. All in all, Pottery Barn struck us as a rip off with poor customer service and quality for the high price. We will never buy furniture from them again.
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June 2023 by Alex Chen
Had my order cancelled 3x. The people at the shop were nice but unfortunately there is something wrong with the backend which thinks I am a fraud even though I went through the procedure to verify myself.
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June 2023 by Frank Castañeda
Second time I have been there and nobody comes up to me and asks if I need help or even say hi. They are like zombies with blank stares. Maybe because I’m Hispanic .Awful just awful customer service .
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May 2023 by Anna S.
Your customer service is horrible. Nothing ever ships on time. No one calls to explain back orders. No one has answers. For a high end company, you guys don't treat customers that way. It's ridiculous how no one can help or wants to help.
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February 2023 by Ashley Wilson
Getting my wisdom teeth removed was a more enjoyable experience than working with this company.Confirmation emails don't seem to mean anything. From the way we've been treated, I'm not sure customers mean anything, either.Spend your money somewhere else because you deserve better!
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February 2023 by Lucas A. Wilson
I would leave a zero star review if I could. PB delivered furniture on a Saturday, and we discovered a problem as soon as the furniture was delivered. Called customer service, they said they'd send a furniture medic the following Wednesday. Never showed. Called to ask, they had no idea what I was talking about. Finally got fed up and asked them to pick up the entire order. They agreed and scheduled a pickup for the next day (I even received confirmation emails). Never showed. Half the people I talked to had no clue what was going on, the others are apparently comfortable lying to customers.They still haven't picked up the furniture or refunded the money. Apparently PB is okay making me pay them to be their storage container.Don't ever shop at PB if you value customer service. There is none with this company. I will never do business with a WSI company again. This is without a doubt the worst customer service I have ever experienced.
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February 2023 by Gale B
I've been looking at a light fixture for WEEKS and it was on sale the entire time until the day I log on to buy it. Called the Arboretum location to get the sale price approved by the manager and was told without hesitation that the sale price would not be honored. I try to work with my customers and pricing whenever I can, but I guess PB has a different business model.
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January 2023 by Gale B.
I've been looking at the Camryn light fixture for WEEKS and it was on sale the entire time until the day I log on to buy it. Called the Austin Arboretum location to get the sale price approved by the manager and was told by Vidi without hesitation that the sale price would not be honored. I try to work with my customers and pricing whenever I can, but I guess PB has a different business model.
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January 2023 by Brian Carter
You have to be the worst company in the world. You have messed up my order 3 times. I will be waiting 4 months on a child’s bed. Your customer service people suggest I cancel my order. You can’t expedite an order that you have messed up 3 times? I have to wait another 4-6 weeks for you to mess it up again? Then what, it’s like I’m giving you a short term loan with 0% interest.