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April 2024 by Annie Feng
My husband and I were approached 3 times within 10 minutes of entering the store and each sales associate persistently asked if we needed help. We had to repeatedly respond that we were browsing around and not looking for something specific. The second sales lady bluntly asked if we were expecting. We responded not yet and she loudly responded by saying “so you two are only dreaming of becoming parents”. We immediately felt uncomfortable and didn’t decide to stay long after but as we approached the door, she loudly said “come back when your dream becomes a reality”. This felt very inconsiderate and condescending and her tone of voice was beyond rude. We did not feel like we were being treated as customers, and it felt as if it was shameful to shop at a baby store when we were not expecting. I could not imagine how this would have felt for someone who was having a hard time with fertility. I couldn’t catch the name of the worker but due to this negative customer service experience, we will not be returning for baby items/furniture.
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April 2024 by Hannah Thompson
Thank you Heidi!!! I needed a Dino Bones nap mat to match my soon to be preschoolers set.(no longer available online) I live in FL. Heidi was able to find it in their store and get it shipped to me. She was also so professional and genuine. Amazing customer service, thank you so much!!! I can’t wait to get to use this for my child to have a matching set for school.
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January 2024 by Megan Codelli
Went into PBK to browse sale Christmas items, as I had my eye on the Charlie Brown set they released this year. I walked in and most employees seemed busy so I wasn’t greeted which is absolutely fine. I walked a bit more into the store and encountered a woman who greeted a couple, locked eyes with me and just walked by. I saw the sheets, but the prices weren’t clearly marked so I decided I would look online or try a different day. As I walked by the register the same woman who I locked eyes with so enthusiastically greeted a woman entering the store asking her if she was shopping for anything special or had a specific item. Both of us were dressed similarly in athleisure gear and the other difference I could tell is that this woman is white and I am not. As I browsed I noticed so many children’s books by black authors with black kids on the covers, yet you ignore your black customers? PBK inclusivity is about more than the books in your store. Won’t be returning here.
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January 2024 by Julia T
Absolute worst customer experience of my life.. Purchased a $59 toy stroller for my niece for Christmas online but with store-pickup (64 miles round trip). Come Christmas Day, the stroller handle was torn up. I had to make my second trip out there, 64 additional miles, and waited an hour to get a replacement ordered. I assumed the replacement would be shipped to my house, but it was ordered to the store. So in order to get this $59 stroller, I would have to make three 64 mile trips (192 miles total) to get it, plus I waited an hour in the store while the associate was figuring out how to get a replacement and called customer service for an additional 30 minutes to see if they could ship it instead. They weren’t able to help and I wasn’t offered anything, besides paying the shipping myself if I want the stroller. Big waste of time for a small purchase. You lost a customer in me.
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December 2023 by Kijin Keum
I am surprised by so many negative reviews at this location. My experience was the total opposite. I had a complex situation to deal with, which was not even begun with the store but an online order. When I called the store and talked with Simon, they took as long time as needed to figure it out for me. When I went to the store for a return and exchange, the store staff and a manager were as wonderful as Simon.As a result, I am really happy with my experience with the store, and I have no problem recommending the place.
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November 2023 by Michael
Bought a $2000 rocking chair for my wife to nurse a baby and after 4 months a large bolt fell out the bottom. I don't mind repairing myself, but there was a spacer missing. So I called to see if they could send me one. They suggested I go to a local hardware store. After pressing a bit, they agreed to mail me a bottom assembly for the chair. Nice, right? Well, it is scheduled to arrive in 3.5-4 months. I guess we're just supposed to make due until then. Normally I wouldn't complain about this type of thing but $2000 is a lot of money to put down on a piece of furniture so I expect more quality. Don't send me things that fall apart, and if it does fall apart put some effort into fixing it. This business does not care about their customers and I hope you all find one that does.
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September 2023 by Consuelo C.
I will NEVER order anything online from Pottery Barn again. First my order was lost. Not their fault. I couldn't find the order or tracking number. I called customer service, and spoke with the wonderful lady named Jami. She went above and beyond to figure out why we couldn't find this order. I had to file a claim with UPS before I could get a replacement. I had ordered four items from the pottery barn. My daughter-in-law is expecting and chose, Where the Wild Things Are theme for her nursery. I received two Crib sheets, that didn't match the invoice or price. I'm still waiting on the rest of the items. I look at my bank statement and they charged me 75 extra dollars on what I don't know. I called customer service and asked to speak to a supervisor. The person on the other line needed information on why I was calling, I gave her some information and told her I didn't wanna explain everything because it was so confusing and to please let me speak to a supervisor. She kept ignoring me and it was very frustrating. Finally she put me on hold to get a supervisor and later came back and said one wasn't available. I finally hung up on her. Their customer service sucks. I called the Pottery Barn store near me and explained everything. The assistant manager was amazing and told me to come in and we could go over everything together once I got everything that I ordered. I had to call Beth customer service to get the order number for the missing receiving blankets. I explain to this lady, Susan is her name. And she also went above and beyond to help me. She wasn't going to make me wait to get a claim number to replace the receiving blankets that were lost. She understood how frustrated I am with all of this mixup. If it were up to me, I would return everything just because of all of the mixup, and the extra money that they took out of my account. I will look into this once I have everything in my hands, I still have to buy the quilt and I really don't want to. You could do better with your customer service when there is a problem like this two of the women were amazing but the one that wouldn't let me speak to the supervisor. Should have a good talking to.
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July 2023 by sc
This place has ver poor collection even when compared to a regular target or a bed bad beyond . Also got a mixed set of experience from staff , for sure not caring and treating all the customers same . This this the last thing Seattle wants.
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June 2023 by Toan Viradet
Last time I will shop here. No help whatsoever after items were bought from the store. They just wanted sales credit trying to sell stuff in store vs online.
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April 2023 by David Noble
Store is very pushy about ordering with them vs online - promising support if there are any issues with your order. Received broken glider after waiting months for it to be built with custom fabric. No response from pottery barn after over a month and store says there's nothing they can do to help. Really poor customer service.
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April 2023 by C W
Ordered a twin bed for the kid in November. First received a wrong item, returned it, and then waited for the new one for 3 months now. My kid cannot even fit into the old crib now, but where is the new bed??
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February 2023 by Dawei Wang
Not for this store, but the experience with Pottery Barn customer service is really bad. Ordered a bed and canopy online in Oct. And the website was saying the delivery is middle of Nov. We need it for our guests who will visit us during thanks giving. But it failed to deliver, and changed the delivery date to be Dec. We thought it is okay, we can wait. But the date was pushed again, again and again. Then we called Pottery Barn to cancel the whole order. But after around 10 phone calls, they still can't cancel the whole order for me. Only cancelled and refunded the bed, didn't refund the shipping fee and canopy until now. And they are not shipped either. Really bad user experience. The quality of their furniture is good, but the customer service is really poor.
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January 2023 by beatriz flores
I was very disappointed; my order i placed took more than 2 months to be shipped. I called to cancel the order because i did not want to wait any longer. They gave me my refund, but on the same day, they charged me again in my card without authorization, and after 2 more weeks, the item was ready to pick up. This company is a fraud. After we have to pay for shipping even if it is to the store they don't do the job.
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January 2023 by Joan Wright
WORST experience every. Purchased online December 6. Was assured order would make it before xmas. As of December 31 it has not arrived. I have been sympathetic due to the weather but have called multiple times and an automated message provided me with DELIVERY dates. Since before December 20 I've been given dates. Yesterday I was told December 30. Today I was told January 3. I decided to wait to talk to Customer Service and after sitting in queue for an hour I spoke with Lydia. I was informed a label has been created but order never shipped. I was given the option (after being on hold for 15+ minutes so Lydia could speak to a "supervisor") I was told the order would be cancelled and a new order placed. WELL, turns out the product is no longer available. They were unwilling to apply the purchase amount to a new order and provide expedited shipping. I was told I could be refunded and then start the process all over again - place new order, pay for shipping and so on. No apology at ALL. I can only urge you to not purchase here.
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December 2022 by Patrick Nation
I wouldn't give this company even a half a star, ordered two identical beds. Only part of one showed up and the company (Ryder) they use to deliver the merchandise left it leaning on my garage door, didn't come to the door to let me know they were there. Then I call to find out where the rest of my merchandise is and I am told I received more than what I have in my hand, so I have to argue with Ryder what exactly was delivered. I spend the next hour trying to find out the status of the rest of my order and when I can expect delivery. What a PATHETIC process, DO NOT WASTE YOUR TIME WITH THIS COMPANY AS IT IS PAINFUL!!!
