Pottery Barn

"I want to start with I am not one to leave bad reviews but being in customer service I felt the need to this time, my wife and I came into the store on Dec 9th at around 11am looking for a bed. We had our hearts set on a specific bed, when we came in we were greeted by a rep in which told us the beds were upstairs. I figured since its upstairs someone else would help us. We started to look around and found the bed we were looking for. As we stood there at least 4 reps walked past us without a hello or can I help you. One gentlemen looked at us, I know he looked at us because I saw him staring at us but even so did not ask us if we needed help, not even a Hello. I did notice he did proceed to help another customer that came in after us, he was super friendly to them. We had to walk downstairs after about 15-20 mins of no one bothering to ask us anything, there were reps talking to each other by the cash register and yes they saw us too. A different rep on the first floor did come up to us and she was amazing her name I think is Delilah ( I am so sorry If I have her name wrong but she was amazing) Super patient and helpful. I hate to say this but, maybe we don’t fit the requirements of what people might think a Pottery Barn customer looks like but we have been and it’s really unfortunate that its clear that was the issue since after standing there waiting for someone to ask us if we needed help I observed other customers come in and get helped right away by the same staff that clearly saw we needed help but didn’t bother. A word of advice from a manager in customer service, everyone should be treated the same exact way. The only reason I give 2 stars is because the 2 ladies on the first floor that were very friendly."

"This is a terrible store with the worst customer service I have ever experienced. I picked up a marble console table from the store but the marble was broken. I contacted the store to get a replacement. The sales person from the store asked us to contact many different person to deal with a lot of logistics that should just been handled by them. We ended up having to make more than twenty phone calls and e-mails by ourselves to just fix the problem they need to be responsible for as we are the customer who received the defective product from them. The service person let us place a new order and charged us extra delivery fee for the replacement as they said that’s the only way they can make the replacement. That’s just how their system works. After the replacement, we haven’t received any refund for the delivery fee yet because the person is always out of office and we never received any callbacks as they always promised. Till now, we have been waiting for almost three months to get the thing settled and we are still not sure when they will refund us the delivery fee. Terrible store and very irresponsible attitude and service. Don’t get anything there!"

"Have to do a pickup from PB, and some sales person named Sheila called me so rudely saying I need to pick up and schedule an appointment for the pick up. I said ok I’ll call back need to speak to my husband to see what time works best for him because per the email it says I have 7 days to pick it up. Tell me how she gets so defensive saying “well we don’t work 7 days a week, it’s Bergen county, there’s no way you could pick it up within 7 days”. Then proceeds to tell me “you have to come when our inventory man is here” so I asked for times and she was so upset I asked her , she put me on hold and came back and gave me like 2 days with times out of the “7days” or week I have to pick it up. They need better customer service."

"I purchased an item from PB two months ago and their sales person asked for my email address. I told them I did not want any emails from them. I gave them an email address I rarely use. Lo and behold I opened that email account today and not only did I have 1-5 sales emails a day from PB but also Rejuvenation at the rate of another 1-2 sales emails a day. I did not purchase anything from Rejuvenation so the only way I could have received these emails is from PB. In two months I had 350 marketing emails from these two vendors - despicable."

"Pottery Barn is a good store, good quality furniture, accessories and a helpful staff. I, myself have bought multiple things from this store. The staff is friendly and willing to help. The only problem is with furniture delivery, at times they can get backed up and not deliver the items within the commitment date. When you call, customer service, although helpful, they don’t deliver and give you a polite run around. Overall, this is a good quality store. Plenty of parking and all the stores are located within malls. This store is one of the biggest around the area. Now displaying Christmas items for the Hollidays."