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November 2025 by Camelle B.
I love Pottery Barn products and have done business with them for years. However-the customer service has been the worst I have ever encountered.
I have been told by 4 or 5 different people I would not have to pay Washington state taxes, since I live in Alaska. However, since I am shipping from Washington- I was told today I would have to pay.
The bottom line is- had someone told me up front- I most likely would have not purchased from them. I was shuffled around and lied to at least four times. It was a terrible, unfortunate experience
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October 2025 by Nancy Lee
All these bad reviews, when are they going to address their customer service?! Staff was aloof, annoyed, and could have cared less about providing any service to the customer. I went to Room and Board and the service was outstanding.
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September 2025 by Rain B
We have ordered a couch in March and 6 months later still don't have it.
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September 2025 by Denise Mueller
Wanted to see sofas I was looking at on line. Beautiful fabric but a little over my budget. Ill be saving....
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July 2025 by Justin C
I visited this store on 7/12/25 to buy a couch and a table. The couch was supposedly being held for me while I finalized the table purchase, but as I went to pay, I was told it had been sold over the phone to someone else. This exposed their complete lack of inventory control and communication between in-store and phone sales.
The manager on duty refused to take responsibility, openly argued with his team in front of customers, and offered no resolution beyond promising to ‘follow up’ with merchandising and the regional manager. It’s now been two weeks—no call, no update, nothing.
I wasted two hours in the store watching them sort out their internal issues, only to leave empty-handed. The management here takes zero accountability, and their processes are broken. Shop elsewhere if you want a company that values your time—or your business.
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April 2025 by Ángel López
The service was outstanding. They helped me find what I was looking for. At all times they were extremely friendly and supportive
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March 2025 by Jen
I really do like the selection at this store and have been a loyal customer for years. However, the customer service at this store is atrocious. The sales associates couldn't be bothered to acknowledge me for several minutes while waiting at the counter. Once helped, the associate couldn't be more rude or seemingly put out to help me. I probably won't return to this location.
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February 2025 by Nima Salestani
Disappointed in Quality and Customer Service
I purchased a sectional sofa from Pottery Barn nearly two years ago, investing close to $8,000, and I regret that decision every day. While I expected a high-quality product, what I received has been nothing short of disappointing.
After just two years of use, the sofa is falling apart. Upon inspecting the structure, it’s clear that many components are glued together, and now that glue is failing. The assembly work is incredibly cheap, and it shows. I’ve owned furniture from other retailers that has lasted a minimum of 7 to 10 years, and this piece, which I assumed would be a long-term investment, is crumbling before my eyes.
When I reached out to Pottery Barn for assistance, I was met with indifference. They informed me that they wouldn’t be able to help with the issues I’m facing. This complete lack of customer support is unacceptable, especially considering the amount of money spent.
In summary, I would strongly advise against purchasing furniture from Pottery Barn. The quality simply does not match the price point. This sectional has proven to be a poor investment and, quite frankly, a piece of garbage. Save your money and look elsewhere.
*Attached are photos demonstrating the issues I’ve encountered.*
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February 2025 by C Hart
Impossible to return anything. I bought a blanket in store and attempted to return it, except their in-store accounts are not synced to their online accounts so they could not look up the order. When I tried to get more information about how to return online, I spent two hours on the phone with extremely unhelpful customer service who, in the end, had no idea how to solve my problem.
I’d really recommend purchasing elsewhere.
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February 2025 by Sindu
This store has a great selection and a friendly, helpful staff. I went in to return an online order, and the process was smooth thanks to their excellent customer service.
I do wish they carried Pottery Barn Teen merchandise, as I love the vibrant colors and variety. While the regular Pottery Barn designs are elegant and high-quality, they tend to be a bit too neutral for my taste.
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January 2025 by Smita Lau
Super poor customer service today by Brad at U-Village. No customer should be treated with rolling-of-the-eyes, huffing and puffing and a rude tone. I am a loyal Pottery Barn customer and have always received really great care from the U-Village location. Hopefully they will provide better coaching to their current staff.
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January 2025 by Emi Purice
Great service! Tracy went out of her way to help me find the exact drinking glasses that I was looking for. She was very kind and provided me with helpful information about the glasses.
Staying hydrated with my new glasses!
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January 2025 by Ovi Dan
Pottery Barn repackaged used furniture and sold it to us as new at exorbitant prices. As you can see from the photos, it had been installed before.
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December 2024 by Robert Setzer
The staff here were awesome. Leah and Chris went way above and beyond to make our experience great. Leah searched for just the right box and Chris was on his way out the door to go home when he came back in to help. Super team!!!
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December 2024 by barak tamir
Rude service.
Products are missing important specifications.
I wouldn’t recommend.
