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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…
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August 2023 by Lauren Isom
0 stars - My mother in law ordered the PB Kids Glider and ottoman for our first baby - we had it delivered on June 25 and discovered while the delivery man was here that the glider portion of our chair was missing. He advised us to contact customer service, which we did right after he left. We were informed a new chair would be delivered on July 25. We never received a new chair and my husband contacted PB again and was informed nothing was processed. We then we’re given the run around MULTIPLE TIMES by MULTIPLE PEOPLE and still have yet to receive the correct chair. We were given contact information for Sutter Street and informed they make the chair so now we need to get the “replacement part” from them - it is not a replacement when we’ve never received what was paid for!! Our son was born on July 28 and we are still waiting for the right $1100 chair that my mother in law paid for. We are two exhausted new parents that just want a rocking chair for our baby and Pottery Barn has done nothing to help and only given us different stories each time we have contacted them.
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August 2023 by Katelin Noe
I had a design service scheduled for over a week and Christine called an hour before the appointment to cancel and gave zero reasoning.
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March 2023 by Curtis Both
What a joke. Requested an in-home design consultation for window treatments. First, they had to change the appointment numerous times, and then when the representative showed up she did not seem that interested in providing and form of consultation. I need treatment son over half a dozen windows, and she must have thought that it wasn't a big enough job for her. She left my house in under 5 minutes. What a waste of my Saturday afternoon.
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February 2023 by Malia Gores
Purchased bar stools that were described as black but are definitely brown. Disappointing!
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February 2023 by Tina Stimpson
Absolutely love Pottery Barn and the style they have!! Found a darling vase and love it!!!
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January 2023 by Alex W.
The furniture and decorations are beautiful, but they cannot makeup for the horrendous experience shopping here. If you shop in store, you will most likely be told they don't have what you want and to purchase it online. I did that. On Oct 16th, I purchased a buffet from the website. It was advertised as "In Stock" and "Ready to Ship" which was a selling point for me considering I needed the storage room urgently. My card was charged Nov 7th which is when the order is supposed to ship. I have now spent several hours talking to 5 different customer service agents and supervisors. It turns out this order never shipped and there was a production delay and is now backordered. I have waited 3 months and have received zero updates from anyone. I have had to call and follow up every other week because each person tells me a different story. I was told :1. The item was shipped and at my local delivery center, there is just a delay at the dock and should be delivered in 3-5 days. This was in November 2022. 2. The item has not been shipped and the vendor has a backorder. It was supposed to ship, but then did not have enough stock, but they charged my card and now cannot do anything about that unless I cancel the order. 3. In December 2022, this item was on a seasonal promotion and was once again "in stock" and "ready to ship". I contacted customer service, they told me the website is OFTEN inaccurate and they have no control over what is advertised and whether it's true or not. 4. January 13, 2022, I am now told this has not shipped and will be coming from an international vendor and there is no timeline to receive my order, while the maximum compensation they can provide is 15% off for this "inconvenience". Would love for this to be resolved, but it really seems like PB is incapable of putting someone on the phone who knows what they are talking about. I have talked through chat, on the phone several times, emailed twice. ZERO accountability. Misleading business practices. False advertising. I got all the receipts too.
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December 2022 by Sara Henning
Beautiful store but horrible customer service! I went to check out (12/27/22, around 1-2pm) and the man working behind the counter was too busy to help me. I asked if I was in the right place to check out, he said go look for another counter, if they can’t help you, come back to me. What?! I went to the other counter and there was no one. Finally a woman showed up and said “Oh, he can get you over there”. I said, “He just sent me over here.” (Do y’all not want my business, or what?!) She eventually checked me out. She asked, “Just the ornament?” I said yes. Be glad that I’m even buying this, I thought. I should have just walked out with how I was treated but I really wanted that ornament lol. I won’t be back. Sad because there’s great stuff in there but they obviously don’t need my business. I’ll shop elsewhere for home decor and furnishings.
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September 2022 by Kim Robbins
They have a great staff and beautifully designed store!
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August 2022 by Caleb Parker
With the exception of a 4 month backorder delay of my platform bed, I’m really pleased with the product!Anna helped me out in-store when I ordered and anytime I spoke with her on the phone to check in on my order, she was sure to get me the info I needed, even if that meant her making multiple phone calls to their shipping people.As far as the bed goes, it’s exactly what I wanted and expected for the price I paid.I got the Cayman Platform Bed in Warm Black. Heavy, thick, sturdy, and well-designed.The delivery men showed up exactly on time and had the bed assembled within ten minutes. The only thing I would’ve fixed where that process was concerned would be them maybe wrapping the individual pieces in a thick blanket or something to protect against dings. I did find a couple of slivers of wood that had chipped off.If I knew I was going to experience the same delay for future orders, I wouldn’t order anything here again. My delivery was pushed back three times, a month back each time, but that was the biggest downside in the process.Great products, though!
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August 2022 by Eldridge Grady
We love our new chairs! Great shopping experience. Will recommend to family and friends.
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August 2022 by Jessica C.
Fantastic and knowledgeable staff, not pushy but helpful when you need them! My only feedback would be store layout, it's a little cramped in places, particularly when the store is crowded or if you have a stroller. Not terrible, and not a deterrent from visiting again; just a little room for improvement.
