Pottery Barn

"a beautiful store, but no one seemed interested in asking if I needed anything. i walked around for a bit hoping someone could help me find a few things and answer my questions about ordering time frames, but i ended up leaving with nothing."

"Ordered around 12 items here over two months ago. First they canceled my order without notifying me and I had to find this out myself when I checked on my order status; after I placed the order again, an associate told me items would be shipped as they become ready because it’s a large order and it contains one item that has a much longer wait time than others; a few weeks later I called to check order status and was told I had to call the delivery company myself to check; I called the delivery company and was informed all but one items had been sitting in the warehouse for weeks but they were not allowed to ship without approval from William Sonoma (parent company of Pottery Barn) when one item was not ready; I called back and an associate said she sent a request to split the order but two weeks later when I called the delivery company again they told me no request was ever made / received; another associate had to help me send the split request again and finally I scheduled delivery for today; I took the day off and the items never arrived, the delivery people never showed up or called me; after I called / e-mailed repeatedly they finally told me it’s because the truck broke down and I am not going to get my items now. I called an associate and she said she completely understand my frustration but she can’t help me. I’ve never felt so misinformed / ridiculed by any company. The delivery dates they provide customers are essentially false advertisements when they know it’s likely to be too optimistic. I am working to find out whether that can indeed constitute as false advertisement legally."

"Buyer beware. We ordered many pieces of furniture back in June 2022 and it was a battle with “concierge service” to get our pieces delivered. We were routed to different warehouses and service people for months trying to track down our furniture when it was months past due. I was told by an out-of-state warehouse that they are fielding calls many times by customers who are in the same boat as we are from all over North America. The person I spoke to I made her talk to me more and she disclosed that she can see the Ohio warehouse had some of our pieces since August 2022 and the the rest November 2022. It is March 2023 when they partially delivered requiring 3 more phone calls to figure out what is happening. We decided to ultimately “return” items we never received. We are still waiting to see if we get our money back but it has been a lot of stress. They will try to keep your business by verbally saying they will give you a discount but we hadnt seen so called discount in the account. When I called about it, they said there is no record of the promise. I am very sad because I used to love pottery barn/west elm but this has been a terrible experience. The actual ppl who work at the store and the delivery ppl are lovely, but their system sucks. Dont buy furniture from here unless you also want a headache."

"I cannot say enough good things about Pottery Barn and the Pinecrest location. Recently moved back to OH and needed to update our home’s interior. Worked with Gayle Hitchcock, their designer, who came to our home and designed a plan for our entire first floor. She helped me get everything ordered. The quality of all the items, from the furniture to lighting to the rugs and all the decor is truly excellent. Everyone who comes over is blown away by the stunning transformation. You get what you pay for and with Pottery Barn you indeed get your money’s worth. This location has the best customer service also. I couldn’t be more pleased with my entire experience."

"Pottery Barn furniture delivery is an absolute mess. Proceed with caution if you order here. We ordered several items that were supposed to arrive in August/early September. It is December, and we continue to be missing items. Delivery brings components to pieces, but not everything, or they bring the wrong item. Customer service is a call center, you wait on hold forever, and then reps hang up on you instead of trying to solve problems. We were supposed to get a credit to our credit card, and it still hasn’t come through. I have spent hours and hours chasing my items and still don’t have all of them. We ordered from Pottery Barn for years without any issues, but sadly cannot do business with this company anymore."