Pottery Barn

"Update in Feb 2024: In case anyone else runs into this issue, Capital One is the party that can help if such a mistake occurs. Why Pottery Barn didn't direct us to them from the start is unclear. 0 stars if it were an option. We worked with the sales associate Gwynn and ordered $10000 worth of furniture with Pottery Barn. We signed up with a credit card with them, after they assured us that we would have 0% interest financing for 12 months. Before the furniture had been delivered (it still is on order), we started incurring interest charges at 31% on our newly minted Capital One. We have been around and around on the phone and in the store with Pottery Barn, and they are not rectifying the situation, stating that their sales rep Gwynn did not check the correct box and gave us Key Rewards points instead of the financing. Their "Service Team" simply stated our case "was declined." Since our furniture is custom (as pretty much all upholstered items are), it is non-refundable. We have been lied to and trapped by Pottery Barn. This is unacceptable. We have been loyal customers for years and I can't imagine how this is good for their business. I appreciated the help or at least a listening ear we received from the store manager Cathy, but since the "service team" are the ones who can make the magic happen, "there is nothing anyone in the store can do." Makes you wonder why one would even shop in the store to begin with - sure, take our commission and then leave us to the wolves when your sales team messes up. Absolutely dissatisfied!!"

"The most irresponsible, rude and we don't care customer representaives are working in this store. I called this store few times since 2 months to check on an order that I was to pick up. My online order was showing it is preparing for pick up and each time I called to check why it isn't ready for pick up. I was given the most inaccurate replies and today they didn't even ask me what my concern was and asked to call the Customer service department. Guess what the Customer service agent was very sweet but when she called the store to ask a couple of questions, the store lady got angry at her, this was told to me by the agent. POTTERY BARN you really need to hire the right ppl who sit at your store or just move business online only. Eventually after being in phone for 3 hrs and talking to 4 different ppl I was told my order was lost something they knew om Oct/24th itself. If the staff had looked into this the first day I had called in Nov first week I would have reordered the item which is out of stock now but was in stock then. I painted my room around this huge wall shadow decor. What a disappointment"

"I ordered a custom sofa and two chairs totaling over $8000. After waiting 5 months, only the sofa arrived, and it was delivered uncovered and extremely dirty. I refused the delivery and sought resolution. For 12 days, I've been calling Pottery Barn, but all I get are conflicting promises and rude treatment from the case manager, I didn’t even received the two other chairs. Pottery Barn has done nothing to correct this mistake, causing significant inconvenience. I've had to cancel numerous events and gatherings in my home. What matters is how a business handles its mistakes and treats customers. I called the local store and they are unwilling to help. I simply want a refund to get furniture elsewhere and I'm struggling to obtain it. Stay away from pottery barn, I am very disappointed!!"

"I rarely write reviews, let alone negative ones. It takes a lot to illicit a response from me. We stopped in the store a week ago and were treated very well. We spent 45 mins speaking with a rep who was very helpful. We proceeded home and ordered a few items online ($6600 worth of furniture) a couple days later. Upon returning samples to the store, they asked my wife if we were going to order anything and she told the associate that we did. Wow did her attitude change on a dime. She got upset that we didn't order through her at the store and shamed my wife for putting in an online order. Then the other associate got in on it. Pottery Barn, if you want return business, then you should instruct your representatives to be appreciative if someone purchases from your company and maybe structure it so they're not so concerned with a commission or store sales and more interested in getting people what they want for their homes, no matter if they buy it online or through the store. This left a sour taste in our mouths. Here's to hoping the delivery goes well."

"Customer service was great. A young gentlemen helped me out today. Didn’t catch his name. Was extremely helpful and patient. Went back into the stockroom several times to find items for me, also made price adjustments so I didn’t have to buy online. Packed up my car at package pick up and was really friendly. Thank you!"