Pottery BarnReviews 576

I called the Valencia Pottery Barn in a quest for red dinner plates. Robynne answered the phone and put me on hold for 3 minutes. She found the plates and gave me the sale price. When I arrived at the store, the plates were waiting for me at the front register. The cashier (associate #*******) wrapped them so thoroughly that you would have thought I had spent a fortune. Everyone was friendly and efficient. This is why I don't shop on line. It's nice to receive personal service.

Just have to share how happy I have been with potterybarn. Whether it's dot com or in the retail store these people seem to have the formula for keeping customers happy without compromise. Been shopping here for more than 20 years with not one negative experience. The rep I dealt with today went out of her way to get me a price adjustment. Although they have a new policy where customer would have to actually return an item then re-purchase at new price; Has not always been this way. Prior to, you could just call CS and adjustment would be made if price drop occurred within 14 days, no return was necessary. I was annoyed to learn they changed the policy because there were several items from my order that went cheaper right after I purchased. But the rep totally empathized with me, grand fathered me in as loyal customer. This totally turned my sad face to happy and resulted in a credit of nearly $40. Now we all know many retailers would tell you policy changed, end of story. For PB to make an exception for little ole me as a CS gesture is impressive. They care about service and loyalty. If you are budget conscious, don't underestimate the power of a price adjustment. Rarely any retailers advertise this, but most will do it so take advantage. I call this the unadvertised rebate. Thumbs up Pottery Barn!

I purchased some coffee mugs on line and it deleted my shipping address as being different from my billing address and I didn't find out until I received the order confirmation via e-mail. I called and was on hold for hours or spoke to several people who hung up on me at Pottery Barn customer service. I finally found someone helpful (after 3 phone calls) who told me I couldn't change the shipping address even if nobody was at home or cancel the order. I believe it is against state consumer law not to allow cancellations within 24 hours. Then I had to pay UPS the same amount as the value of the mugs to forward ship to my actual location. They arrived with half of them broken. They obviously weren't packed well. I threw them out (good ones included) to end my nightmare experience with Pottery Barn. They don't even deserve the one rating.

Ordered a bed and two bedside table.
Bed came with head and footboard but no side boards
One of the bedside table open the wrong way. We had these delivered on the 18th of December to our new home. Its january 6th today and still no hear back. We cant use our bedroom due to pottery barn's screwups. Horrible company horrible service, i am on hold for 35 minutes with them trying to reach someone. We will never order from this brand again and will tell as many people possible about this!

I purchased the Chesterfield Sofa with chaise. The support in the seat cushions is horrible. I have asked for replacement cushions and they sent 1 that doesn't even fit. I asked them to replace the sofa and I was told because it was custom and purchased online I am s. O. l. To pay over $3000 for a sofa that does not live up to Pottery Barn quality and not be able to get an answer from anyone at customer service is disheartening.

I love to buy stuff from pottery barn, but service is horrible. I had to wait for delivery of multiple items forever. Never open credit card from them, will charge you all kind of fees you are not aware. And when you call credit card company to complain they simply say we have no idea, call pottery barn customer service. Products come broken, stretched and takes months to get new one. Customer wait time can take forever and they can just hang up on you.

So we bought a couch September 4th and as it's a custom couch it was to take 8-10 weeks to get to us, and we thought "ok, a little pricey but worth the wait".
The 10th week elapses and I follow up with polite questions asking why nobody has contacted me, but I am assured by both the Short Hills Mall store and the Fulfillment center that it is in production but a little delayed, even though I had to contact them to find this out we stayed calm. Thanksgiving was coming up so I again contacted the store who passed me directly to the center so they could tell me it was still being built (this turned out to be a lie).
After thanksgiving (13 weeks after purchase) I once again contacted the Short Hills mall store who told me it was ready to be delivered and was surprised nobody had contacted me, but once again gave me the number of the fulfillment center to check the status. The fulfillment center told me that there had been a delay by the manufacturer but they couldn't tell me when I would get the couch. I asked to speak to a supervisor and after a delay the supervisor told me the exact same thing, they couldn't tell me when the couch would arrive but in their experience it would be minimum 2 more weeks (she changed this while talking to me to 4 weeks minimum during conversation). She then started saying I had a choice whether to have the couch or not, which surprised me seeing as I thought I was a customer who had waited patiently for a service and not a guy standing on the side of the road hailing a cab.
So basically we are 13 weeks in with no couch and absolutely no idea when we might receive it, but more importantly we are dealing with a company who clearly
Doesn't care that we spent our real hard earned money at their store.
If you can't walk out of the store with the product then order the product elsewhere.

I ordered the Pb comfort sofa with a cotton linen blend slip cover( c class) which the sales woman said was gorgeous... NOT! The slip cover doesn't fit on one side( too big) and the back pillows don't have enough stuffing to fill out the slip cover. The total effect looks like something on sale at Walmart! The sales woman talked me out of down wrapped. Go figure and the cushions feel like boards :( I'm soo disappointed and am waiting for an arm chair and an occasional chair. Uh Ohhh. :( I am worried I've sunk a lot of money into inferior quality furniture. I called immediately and was put on hold for 1/2 hr then given a number to call for international sales and told to call next business day.