Pottery Barn

I never before received such poor service before in my life! It has been a complete nightmare it’s has taken 5 trips to the store in order to get my order right! And to find out it’s still not correct! I received an end table which was wrong! After serval days I picked up
My merchandise from the store to find out some of my stuff is missing! I called to talk to the store manager Karen who was completely rude and disrespectful! My god considering how many times my order was screwed up the least they can do is have some compassion! If you want to make a complaint they give you the run around! They tell you to call a 800 # or email customer service what the heck does that do!!! Nothing at all so don’t waste your time! I was so close to canceling my $ 7k order! And once I receive my sofa If it is not correct I will be canceling the remainder of my order and go somewhere who knows what they are doing!

I LOVE the furniture and accessories that Pottery Barn carries but had never purchased furniture there until last year. We ordered 2 leather chairs, 1 swivel, 1 stationary and an ottoman. They arrived, both damaged with scrapes on them. We requested replacements — and went through this process 4, yes FOUR times before we received chairs that were not damaged and matched color.
Thinking this was a «fluke» with leather furniture, I purchased a fabric chair in January of this year. It arrived — with a big hole in the fabric. I didn’t accept delivery and am again waiting for a replacement chair.
Their furniture is EXPENSIVE. The staff in the store are apologetic and courteous. However their quality control is horrendous. The wait time for furniture delivery is excessive. This will be the last piece of furniture I purchase from Pottery Barn.

The service is solid — but they don’t seem motivated — I suppose there are poor conversions with shoppers so they probably get demotivated quickly.
Essentially acting as an interested customer with no intent to buy is what tends to cause these problems. I’ve been here and at the UTC branch over the years and I see the same thing /​w customers who spend a whole lot of time discussing options, prices, and then leave.
TIP: Rather than come to you they hang out at the main counter and you will need to go there yourself — also be prepared with what you need to order, style/​colors, online print outs, etc… you basically figure it out yourself.
Suggest going to south coast Pottery Barn — service is exceptional but only with the manager (whom we worked with) was personable, friendly, and happy to have our business — but an extremely busy place

Product promised between Nov 21 and Dec 14^th 2015 and still no delivery… Try calling the warehouse and on hold a min of 30 mins at a time. Very rude and still can’t confirm product will even be delivered. Filled a BBB complaint and a Consumers Affairs complaint. Emails provided on vacation for weeks at a time… Poor customer service. in store will tell you what you want to hear to sell products but no delivery… Do not order anything that needs delivery…

We bought a VERY expensive couch in September. We were notified a couple weeks ago it was ready for delivery and to call to sched an appt. When we called we were told it was NOT ready and they would let us know. A week later, another email saying it was ready. We scheduled the delivery for Monday. We were told it would come between 1−3pm. Around that time we were notified the «truck broke down» and to call to reschedule the delivery. (First of all WHY do I have to call you??) we were now told the new date would be Wednesday (day before thanksgiving) and told again from 1−3pm with a follow up call of 3−4pm. Well guess what? Nobody showed up. No call. Nothing. Complete no-​show. Now it’s Friday and when I call the delivery # it says it’s not a working number. Dear Pottery Barn — WHERE is my couch??? I would give NO stars. If you’re going to charge between $ 4K and probably $ 8−10K for something you need to get your act together and make good on a delivery! It can’t be THAT hard!!!

After dealing with my local Pottery Barn and Pottery Barn’s online customer service, I wasn’t expecting much when I called this store. I wasn’t expecting anyone that really cared about my business or offering good customer service. I ended up being pleasantly surprised! I talked to Denise and she was so nice and helpful. She sounded like she really cared about my issue, which had to do with their shipping policies, and could give me a solution. Her solution was better than what I was even asking for. I was so happy with the outcome. Before we hung up, Denise reminded me of her name and told me to call her if I needed anything else or hand any problems with my order. Thank you Denise!!!

First, if you have the money to buy a piece of furniture from Pottery Barn, go somewhere else. My husband and I went to the Fashion Valley store, found a table we liked, ordered it and was promised we would have it by the 16^th of November. I said «great, because we have family coming for Thanksgiving.» «No problem», the gal said, «you’ll have it way before then». Well I called on a Wednesday to check on the status and was told it was in their warehouse and someone would call by Friday to set up delivery. No one called Friday so I called Saturday and was told, by the manager, that she doesn’t know who I spoke to but there are no tables and we probably wouldn’t see it till December. I said, «don’t you call people to let them know if it isn’t going to be delivered?» She said «no, no we don’t». Then she said «if you don’t want it come back to the store and we’ll refund your money.» Unbelievable, I was so upset that my husband went down to the store to try and find out what was going on and he was told, by the manager, that the distribution of their furniture is awful. So the manager is aware (?)
Anyway, my husband left being promised that we would have the first table that is available and she gave him a window of Nov. 23^rd to Dec. 8^th — I’m not holding my breath, I doubt we will have it for our dinner.
This comes on the heels of my friend who had a sectional that she ordered get delivered but only half of it came off the truck. She heard many different stories which included that it was damaged, lost, and the wrong color. When she finally got the rest of it, it was damaged.
What has happened to customer service?!? Customers are paying for the furniture, and the people at the store act like they are doing you a favor by delivering it. They even get mad that you’re upset.
Lesson learned — I will never buy from Pottery Barn again.

Mixed review here which I normally don’t have, either I like it or don’t.
The towels and lamp shades we’ve ordered were perfect. Sheets as well. Lovely.
However we ordered a table through their store and over a month went by and no delivery. Upon finding out we would be receiving it the following week, come time for the actual delivery they called again and said «oops it’s actually not even in the warehouse yet». Laughable. Cancelled the order.

Buy from Pottery Barn if you don’t care about customer service or if you have hours to spend on the phone. It literally takes hours to get through to them for anything and for them to enter the info into their system. Then it takes forever to schedule delivery — which may or may not happen. We had a delivery scheduled and waited 3 ½ hours before they called to reschedule the delivery because they didn’t have the merchandise. (They didn’t notice when they packed the truck?) Now we are waiting for them to schedule the return and they can’t seem to get the correct information into their system. They also won’t call us back with the pickup day/​time. The «straw» was that we received the bill for the entire order despite the fact that we told them we are returning the entire thing.

This is my favorite PB store. This store is where I first discovered PB back in 2001. Been a loyal customer since then. This store is two stories and really nicely laid out. I always walk out with something. We are looking to buy a new club chair for my hubby.

This place makes u a great interior designer. Great quality with all the latest colors. Staff are the very best and they always help but only when you need help.

We bought a manhattan leather club chair a little less than 8 years ago. The chair is comfortable, but the leather is very thin and apparently weak. Both arms have worn to the extent that there is a split in one, and very close to a failure in the other. Pottery Barn said they can’t fix it, or do anything except grant a 20% off retail on a new one. Such a 15−20% discount is available on their merchandise on a regular basis anyway. This expensive chair did not last very long in normal use and we will not be buying any leather products there in the future.

My parents special ordered a new couch from the Fashion Valley Pottery Barn on October 30, 2014. HALF of the couch was delivered THREE MONTHS LATER and two weeks AFTER it was promised. The other half has NOT been delivered as of March 10, 2015. It was ALL promised by mid-​January. It has now been 4+ months and still no satisfaction.
What an amazingly terrible service! The store did not offer any solutions or reparations. I told my parents to demand a refund and return the HALF sofa they received. They just bought a new sofa at Macy’s.

We registered for our wedding here and had to return some duplicate gifts. They accept returns from their catalog in store. The sales associate, Claudia was very helpful and nice. She made the lengthy return process smooth and easy. I would have given 5 stars but whoever the manager is was a grump and seemed annoyed to have to help anyone. She even berated another employee right in front of us because she didn’t know about a sale that was going on.

Ridiculously helpful staff, despite how busy it was during this holiday season. Sale prices rival discount stores for items that are of a higher quality.
Did I say helpful? As in, they didn’t act stressed, or hurried, or frantic. But, they moved the crowd through lines in a fast, efficient manner.
Have to hand it to them, they’ve done the holidays well. Worth a stop.

I really love pottery barn and there style of products ! I bought a duvet cover and sham I’m super happy with my purchase and the service and the attention they gave me !! The girl there showed me all the colors and materials they have ! And was very patient with me ! Defenitly a fan !!! And will continue coming here !!!

Kathrine! Very nice and positive checkout!
We bought a sweet a$$ coffee table and had to take in from fashion valley to Escondido. But we have a 4 door Sedan, the staff was great and more than happy to help us figure Out a way to put it in our car… It took us more than one way to try and get it but after taking apart the coffee table and sticking it in the car we had a great success.

Stopped in here during the Christmas shopping season. The decorations were really nice. Better off waiting for a sale to buy some items here. They have a pickup service so you can continue shopping and pick up your stuff later on. Staff I interacted was friendly so it depends on who you get. As I walked around, some staff members asked me if I had any question, etc while others just passed me by.

My wife and I have been to a lot of PBs but this one is by far the worse. The customer service is beyond rude. We called up to see if they had a piece on the floor and the gal said she would call us back, she never did. We then went there and they argued with us on a discount because they said although the product was on the floor it wasn’t for sale, therefore the discount wasn’t available. Then when I ask question the gal got real smug with me. Not worth your time go to the la jolla one

My partner and I came into the store to research some couches we had seen online, and to see them in person. We found their floor selection to be very light overall for such a big store, but understand that may be seasonal or whatever. Neither of the couches or lines we came to look at were on the floor.
Worse still, however, was the attitude and helpfulness of the staff. There were a few staff members sitting and talking and one eventually asked if she could help us. With each of our questions, she’d sort of call over to the others and ask, «do we have suchandsuch model on the floor?». No, they’d reply. It was here for fall and winter but then disappeared. Our other interest was apparently too «unpopular» to have in the store. Without checking or calling, she assured us no other store would have them either All short terse answers.
We were certainly disappointed not to be able to see them in person, but we understood that; you can’t stock everything I guess. The problem was our inquiries did nothing to spark a warm or helpful reaction from the staff. No interest was expressed into why we were looking for those models, no attempt to show us similar models, no bringing them up online or in a catalog to discuss, and certainly no path to actually making a sale of anything.
I wouldn’t say the staff was rude, actually. We left shocked by how uninterested and unhelpful they were to customers professing interest in buying furniture.