Pottery Barn

"I had book for a In-Home Design Service three times and not call non shown. Manager never returned my call and designer is full of excuses, but the last one is THE BEST: "I was in your front door -one hour after late- for 15 minutes but our policies does not allow us to know the doll or ring the bell". My security cameras do not show anyone. What a disgrace for PB. They just lost my business. :("

"We were waiting for the assistance at least 15 minutes and we were the only customers in the store. The Spanish girl was rude, rolled her eyes when she had to answer our questions or show something. Save yourselves and order online to avoid such highly poor quality customer experience, Thank you for nothing!"

"After driving almost an hour, AFTER getting off of the phone with clueless Margaret regarding curtains and an end table, we get to the store to pick up the item she put on hold for us prior to our arrival. We are now on the hunt to find a staff member to purchase our items… we run into an “employee” dressed in north face gear mind you who saw us looking around but still offered no help.. finally we find Margaret who states she only had the end table as a “display” to look at.. why would i drive an hour to look at a display AFTER i called and she told me she would put one aside??? Complete waste of time, do better Margaret (and everyone else)!"

"After purchasing some sofas from Pottery Barn, I received email solicitations regarding what seems to be a new offering from Pottery Barn: free virtual design services. I was delighted for this kind of service, as my husband and I are currently renovating a few rooms in our home. It being convenient (virtual), from a reputable company, and free was something I looked forward to as a potential repeat customer. I signed up for a session but unfortunately had to reschedule it, which I did for several days from the initial booking date. Someone from the White Plains location reached out to me about this initial booking date, which was thoughtful. With the rescheduled session that I signed up for, I expected to have someone reach out to me with a Zoom or Google Meet link. When no one reached out on the day of the rescheduled appointment, I decided to call the White Plains location just to make sure I followed through on my end properly for the virtual design session. I was met with what appeared to be a frazzled design expert. They were willing to consult with me over the phone but I was bewildered about what happened to my scheduled virtual appointment. When they did not offer an explanation, I inquired about what happened. The expert said they were not a part of the management of the appointments, that they were busy in the store and could not get to all of their virtual appointments, but that they were willing to help me with design options if I sent photos of my space. I found this to be an odd response to a service that Pottery Barn solicited me for, regardless of who is in charge of managing the service. It seems that Pottery Barn needs to rework the logistics of this service if they desire repeat customers. My parents have used Pottery Barn for decades and I came to this company for my first major furniture purchases with a sense of trust and confidence in their professionalism. This experience is making me question if this company maintains the high standard with all of their services. After reading other reviews from several years ago regarding overwhelmed staff, it seems the trend continues. I would appreciate follow up on the state of Pottery Barn's virtual design services. I was not given the opportunity to speak with a manager during my phone interaction with the expert. I understand the case for being overworked and balancing several hats in a job, as I've been in the customer service industry. I however do not understand the case for a clipped, unsupportive demeanor towards customers. To that design expert at the White Plains Pottery Barn, my hope is that you were having a bad day and if so, don't sweat it. My husband and I stand behind exceptional ethic in the work we do and with those representing companies we support. The goal of this review is to bring notice to what seems to be a great idea Pottery Barn has in offering virtual design services and to bring attention to areas of possible improvement for the sake of a better experience for Pottery Barn customers and for Pottery Barn employees executing those services."

"I have purchased wonderful heirloom duvet covers from them in the past at competitive prices. Decent prices in general and qualify merchandise. It is definitely a fun home furnishings boutique with design services, registry, gift cards and more... Of course they have a web presence as well with in store pick-up."