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September 2023 by andrea DeCoria
1 star is too much. I never received the products for two separate online order transactions, two different furniture items. I had to call multiple times for status and every time they said the same excuse,"We don't know where your item is. We will send email to shipping and call you back." They never called back. After multiple calls to them and 6 months of waiting, I still NEVER received my furniture. They didn't care, not in the slightest. Very unprofessional and some were even rude. I would never recommend them to anyone and I will never shop with them again.
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September 2023 by Nicole T.
The downtown Spokane Pottery Barn has such great customer service. With a couple very limited exceptions, I have had gold star customer service from the staff here. Even if I purchased something online they were willing to answer order questions, help with suggestions, etc. as a result we've returned to buy many more items. I can't speak to other stores but I have been totally impressed with the store and the staff. If you aren't 100 percent satisfied with an item they will make it right and make new suggestions because they want you to love your items. I wish all stores were this good.
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September 2023 by Tj
Be prepared to wait. Then wait. And wait some more. And that’s after paying $500 for shipping. Then when it never comes, or they push your order date out again, and again, when you call customer service, be ready to get no help, no info, nothing. It’s sad. Pottery Barn has beautiful stuff but it’s not worth it. There are local fine furniture stores that carry quality stuff and can deliver it to your home in a fraction of the time and for a fraction of the cost of what PB charges. Sad to say it, but if I ever get my table and chairs and rug and laundry rack, it’s the last thing I order from Pottery Barn.
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August 2023 by gary woodruff
Great shopping experience! This is a very relaxing environment. Kevin was incredibly helpful and extremely knowledgeable. He provided us with excellent customer service in a timely but not rushed manner.
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August 2023 by Marian Sharples
I wish I had the option of giving -5 stars. I ordered an outdoor dining table and 6 chairs on May 7th. It’s now August 11th and I still don’t have my order because “it’s been lost” and they’ve known the table was lost since June and refused to send out a replacement. I’ve called customer service once a week for the last 6 weeks trying to get this resolved. It’s not a little pillow I’m calling about- it’s an 8 foot long concrete dining table that someone “lost.” How this happened is absolutely baffling and the worst shopping experience and customer service experience I’ve ever had. Do not buy anything from Pottery Barn.
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June 2023 by Shelly Boyd
This will be the very first time I’ve ever written a bad review on a business. I take it seriously. I purchased furniture almost a year ago, and each piece that was shipped, was broken or had a tear in it. We returned it all, but for some reason this company cannot seem to get my money returned to me. I’ve spent endless hours on the phone each time, and gotten new service reps to go over my account 7 times. I’m not sure what Pottery barn is going through, but they need to figure out the problems.
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April 2023 by C P
I ordered a nightstand and they are putting a pending charge on my credit card every 10 days, before previous pending charges fall off. At any given time I have 3 pending charges issued for one single order, reducing my available credit line.I have called PB 6 times. Nothing changes. They no longer have supervisors to be escalated to. Supervisors don’t call you back as stated they will.I’ve now requested they cancel my order and am told I have to wait to see if vendor will approve the cancellation. If they don’t, there is nothing I can do about the pending charges eating up my available credit, until the nightstand ships in 3-4 months!!!!!What kind of retailer is this? I will never ever order anything from PB again. And I’ve spent tens of thousands at their store over the years. Done!The inability to escalate to a manger is absurd!
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February 2023 by David Bezzubenkov
Ordered a dining table, bench, and chairs online in June of 2022. It's now February 1st 2023 and we are still missing 3 chairs. Worst experience and customer service I have experienced in my life. I would advise everybody to save yourself the hassle and seek furniture elsewhere.
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December 2022 by Sonia Wilson
Horrible company now, they used to be good, but not anymore. I ordered a nightstand over a month ago. It was supposed to get shipped to the store. It never got shipped no one ever communicated with me. I made three phone calls to customer service that assured me that it was coming and only to find out that someone canceled my order that worked in upper management and then basically told me there’s nothing they can do about it.
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November 2022 by Mandy Hicks
Sherry Moe was excellent to work with got me set up with a full bed set
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October 2022 by Mama K
Every time we walk in the store, the sales associates completely ignore me. My husband and I made a trip from Coeur d’Alene, ID TWO separate times specifically to look at your sectionals. Neither time did we get any help or did anyone seem friendly. Sales associates were not busy either. I reluctantly bought two of your pillows for $130 and left. We took our business to Lovsac and spent $15,000 there on a sectional. If I can’t get help to even inquire about sectionals in your store, why would I purchase there and worry about if there was any problems down the line or further concerns??
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September 2022 by John Y
Ordered the sofa and love seat 5 months ago. I was informed the delivery will arrive two days ago.. I waited for it yesterday, no delivery showed up. They rescheduled for this evening and the delivery never showed up again without updating the situation. When I contacted customer service, the service representative was the most rude and foul mouth person I ever experienced in the service industry. I will never do business with Pottery Barn in the future!! I advise you to not to do business with Pottery Barn, if you want to avoid the nightmare.
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August 2022 by Kaitlin Wilton
The staff, especially the manager, Dessire, is extremely helpful. I have had trouble getting ahold of customer service for issues with online orders. She called on my behalf and sorted the whole thing out. I would highly recommend this specific store, they are willing to go above and beyond to help!
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May 2022 by amy gulbrandson
Buyer beware. PB offers NO WARRANTY on their furniture (even for manufacturing defects) after 30 days. Our expensive PB sofa developed a sagging frame and we were informed that assessment and repair would be our responsibility. We have been long-time PB customers, but no longer. Quality has deteriorated right along with customer service/support.
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April 2022 by Foodie Fay
Very nicely kept store, every time we go in we are pleased.
