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October 2025 by madelyn taylor
Awful customer service. Highly recommend visiting the Plano location instead. The staff at this location could use additional training on how to properly assist customers. Incredibly disappointing experience.
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September 2025 by Eva G
Linens are amazing. Love the napkins as well ❤️
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July 2025 by Anna Coli
Nice place to shop very nice area 1st time here very rich neighborhood.
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March 2025 by Charlie
My fiancé loves this store and it was a ton of fun picking out high quality bedding with her at this store!
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February 2025 by Elia Gomez
What a laughable experience with the customer service at this store - I waited for 30 minutes at the front counter while the associates walked around, noticing that I needed assistance, and did absolutely nothing to help. You’d get better service at Big Lots
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January 2025 by Dylan Mathis
Very poor customer service never got helped or approached by any workers on Sunday January 12th. There was no other customers in the store and several employees just a couple weeks ago I applied for a pottery barn credit card and I am going to be closing it. I want to support a company that appreciates my business!!!
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December 2024 by Joshua Villegas
I’m only giving 5 stars for Georgina who assisted me after I accidentally toppled a couple of things from a table while trying to assistance at the counter where 3 ladies hovered next to each other, and I stood there for quite some time with no acknowledgment. Finally I spoke up and asked “do I get assistance here or?” And one lady said “im in the middle of an online order” as
If im supposed to know. Rather than asking someone to help assist me, they just resumed to their order. Luckily, Georgina spotted me and assisted me with the rest of my purchase. She went out of her way to make sure I got what I was looking for and was very kind the entire time. A little politeness goes a long way. Thank you Georgina!
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December 2024 by Emily Pollard
Mathew was very knowledgeable he helped our family find our new couch and we appreciated his outstanding customer service.
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October 2024 by arlenne sanchez
Came in and browsed around, I needed some assistance and had some questions, I asked an employee if I could get some help. She instantly responded with “I’m helping someone” someone else will help you. She was assisting another customer, however more than half of the time while with her she was just standing in the background with her hands behind her back while the customer was rearranging the setup. I waited for 30 min and no one ever came to help and she never even bothered to assist even while she was just watching the customer play around with ideas and was not assisting her at all then. It seemed like she was giving preference to others as I saw her taking to other customers who were not my ethnicity. Was really interested in purchasing a bedroom set. But I have been discouraged by this location.
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August 2024 by Jennifer Abbott
I booked an in home design consultation at the advice of an associate at the Plano store when I recently purchased kitchen pendants, as I live much closer to the Fort Worth store. I was promptly called back after my online inquiry was placed and we made an appointment for that coming weekend. Because my husband and I are at the end of a whole house renovation we need EVERYTHING, and I was SOO excited leading up to my appt. I had put together a comprehensive book of my vision, every rooms colors, every rooms measurements, window measurements and overall floor plans per room to make it easier to get started. MY EXPERIENCE ONCE SHE ARRIVED WAS ANYTHING BUT HELPFUL OR ENJOYABLE.
The design consultant was not overtly rude but seemed standoffish and unpleasantly surprised by who booked the appointment. I tried to share the book, she was not interested. She walked through the house (which is a work zone in many areas… ) clutching her purse and looking down her nose.
She took NO measurements, brought no samples or notebook for notes and even stopped me once to tell me she didn’t want me to get the wrong idea. She explained they DO NOT offer interior decorating or design services so she didn’t want me to misunderstand. So why is it called “DESIGN SERVICE”? When I showed her the Pottery barn chandelier I’d purchased and the 2 sets of pendants ( because I wasn’t sure what size would be best) I was informed she could not help me make that choice because the items were not from PB. ( THEY WERE STILL IN THEIR BOXES!!). When I told her I would need teen furniture and rugs and my daughter loved pink… I was told they had no pink rugs. When I told her I needed hardware for cupboards and cabinets she told me this was too overwhelming. After 25mins of being on site and after a walk thru clutching her purse she told me she had to leave. She explained that she is only allowed 1 hour and that the unexpected traffic she encountered on the way had used my allotted time.
She then told me she’d call or text me for window measurements and we’d go from there. That was a month ago. No calls, no texts, no messages left.
This was a complete and utter affront to me as a customer. I tried to look over the difference between her face when she greeted my husband
( a handsome, young, red haired white man) and myself ( a black female) but her actions during and after the encounter leave NOTHING to speculate about. I will take my unlimited budget somewhere else because they OBVIOUSLY did not want me as a customer. Reading these comments lets me know this is a pattern, so there was no need to bring it up to management in the store. I suggest if you value customer service, you take your business elsewhere. Oh, she did compliment our landscaping….and tell me I’d picked a beautiful pink for our daughters ceiling…So there is that positive, but that’s the only one.
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June 2024 by Ice Qu
While the store itself is beautiful and the merchandise lovely, I have a difficult time getting over some of the pricing. I know what wholesale prices are for wooden picture frames made in Thailand or colorful cotton napkins made in India, not to mention the furniture and so forth. But I also realize it takes a lot of money to create and keep up such gorgeous stores with pretty things, so I kind of understand it.
That said, it's definitely worth browsing to get ideas, and if you get the right sales associate, they can be pleasant and friendly. If and when I do actually purchase items, I always scout the sale items first!
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March 2024 by Char G (Vikings)
My husband and I came to this location to purchase a sectional. We were there a pretty good while. Not once were we acknowledged and they did see us and we were standing around the order center area. Never have we experience low end customer service like this before. I’m Hispanic, could it be a racist thing that I just read about?! Hmmm
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December 2023 by Shlon James
Rude customer service.
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November 2023 by Brenda Aratani
Great experience and walk through with Pottery Barn expert.
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November 2023 by Jennifer Morales
Upon arriving at this Fort Worth location, I was never greeted or approached. I’m Hispanic and I felt that I was discriminated against. Because as soon as Caucasian folks arrived at the location they were immediately greeted and asked if they needed assistance. Not once was I asked if I needed help. Once I asked someone for help, I asked her if I can get the grey throw blanket, she rudely replied, “oh no that’s beige” … well clearly she doesn’t know her merchandise because online that same throw is considered grey. Anyways she goes to the back to get it and is looking for me, as I approach her manager quickly told her that she didn’t need to help me instead help another Caucasian and asked another associate to quickly ring me up. I nicely said can I have a minute to continue to look…??? They said yes, but that’s when I felt like my money should not be going to this racist store. Will primarily keep shopping online sadly and where customer service is provided especially with the prices Pottery Barn has…
