Pottery Barn

"Unhelpful, lazy customer service. I picked up a previously placed online order in this store. Once there, it turned out that the decorative stones prepared for me were really huge. Literally the size of my palm and not at all similar to those on the website or those I had previously seen on the shelf in PB stores. Due to its size, there were only 10 stones in the box. I asked to cancel my order but the lady with blonde hair and glasses refused because of the final sale item. So I asked if she could bring another set, but she refused, saying they were all the same. My wife and I had seen them before and we knew it wasn't true. We returned home with a box for unnecessary and unwanted ugly stones, which we decided to throw away. Conclusion: Super lazy and unpleasant customer service. If someone struggles whenever they have to move, cannot be helpful and doesn't have customer service skills, they should look for another job."

"Ordered item in store, associate promised delivery in 2-4 weeks. Zero notification via phone or email, 4 weeks later, called and found out item is now delayed another 6 weeks (10 weeks since order date); another month in, checked again and now order needs another 4 weeks so now it sent from delivery in 2-4 weeks to delivery after 13 - 14 weeks, with zero active communication. Went to the store and the associates are no helpful at all either and said this is normal. Oh on top of this, no way to cancel / alter the order despite the item any time during this process."

"Horrid customer service. Do not order things through the store itself, go through the website. The staff at the store convinced me to order through them instead of online because they would be able to "handle all issues directly instead of having to deal with customer service". So now it's about six months later, and after calling a few times to check on the status of the order and being advised to be patient, I was informed that the order was cancelled. I was then referred to customer service who told me that the store should have helped me fix the issue at hand in order to avoid the cancellation.....very frustrating experience."

"I went to this Pottery Barn to buy an item that was in stock online. I walked around the store twice and no one tried helping me find the item so I stood in line to ask someone about it. There were two registers and 3 employees working at them. One of them noticed me in line and asked to help me. She appeared to be a manager. I then pulled up the item I was trying to find and asked if she would be able to tell me if they had it in stock. When a register opened she went over to look and asked if the spelling of the item was correct I said I would check on my phone but it sounded right. Once I checked I realized the spelling was incorrect and I told her. She sighed very audibly because she had to correct the spelling. I didn’t realize it was such a hassle for her to correct it. She then rudely told me that the item is not in stock contrary to what the website stated. She even said it was not in stock at ANY Illinois location. She was extremely rude the whole time even though there was no one behind me in line. I then went home and ordered it for pickup. I got a notification today that my order is ready for pickup from that same location. So I guess potterbarn can now teleport products out of state because she made a point to let me know it was not available in ALL of Illinois. Since I need this in a crunch I am still picking it up from this location but I will never come back here again. I would like to point out that I was being very polite. My only mistake was the incorrect spelling of the item."

"This is how you do it! A stellar furniture shopping experience at Old Orchard Mall Pottery Barn. Starting with phone guidance from Ricky and ending with the expert styling advice of Andrea, our hunt for a new bedroom set couldn't have had more help. I highly recommend this specific Pottery Barn location. Two levels of display space and friendly, knowledgeable employees. Sanitation stations are strategically located throughout the store along with traffic flow directional signage. 5 star experience."