Pottery Barn

"Some of the choices maybe limited but always a great quality whatever you buy. Another one of my favorite places to shop"

"The store itself is very nice and we've bought from here in the past; however, we recently tried the design services as we wanted to completely redo our living and family rooms. We had a meeting scheduled with another designer who got rescheduled to Kathi Macklin, supposedly the manager of the design team met with us. First, Kathi was 15 minutes late and tending to other customers while we had to wait around. I am tolerant of some delays, but that was too long of a wait. Second, she spend about an hour with us going through the store and offering some advice. We spent a lot of time with her going over what we liked and some of her tips. After this we agreed on a follow-up visit to our home as she wanted to see the locations. She already had my contact info from the original booking and I also reached out to her via email - no response. Kathi simply 'ghosted' us after our initial meeting! Not sure what caused this or why a manager is acting in this manner, but we ended up getting most of our things from another store as a result. I'm highly disappointed with this experience and would never go back to this Pottery Barn again. At the very lease, if you get Kathi as your advisor for design services, I'd recommend walking out."

"We went to do an online return, I walked in and said hi and the customer service (old white lady) rep said “we will be with you when we can” in a demeaning tone. They made me feel like I had stolen the items or if I was doing something wrong. I hate to play the race card but the guy behind me was treated in a different tone. Guess if you’re not white PB Walnut Creek won’t give the same customer service. I see there are similar reviews with the similar experiences."

"If I could give negative stars for the customer service, I would. I recently got married and we are a young couple who registered at both Williams Sonoma and Pottery Barn. We received thousands of dollars in gifts and had some double purchases. First time we went to return/exchange some items, I had a couple items without receipts. I thought this would be okay since the items are on my registry. The employee, in a very irritated tone, said they cannot return items without a gift receipt. Okay that is fine if their system does not allow it. I tracked down my receipt and went back to return my items. The employee rushed through my return and did not ask me if I wanted returned to original form of payment or as a gift card. She returned the money back to the gift giver's credit card. She then immediately blamed me for not saying it was a gift and had no sympathy for the mistake that was made. I had assumed the receipt was a gift receipt and it has a note from the gift giver. She offered to call corporate to see if they could reverse the payment and acted like having to call was a huge inconvenience. I said thank you that would be great. She then said I doubt they can do anything about it. I also heard the employee next to her ask the customer she was helping if she wanted her return back on the original form of payment or a gift card. I brought that up and the other employee said the customer said it was a gift. I called Pottery Barn customer service and told them about my experience. She apologized on the employee's behalf and confirmed they should be asking how the customer wants the money returned to them. It also shows in their system two different names, the gift giver and the registry name so she definitely should have asked how I wanted it returned. I have been in customer service a long time and appreciate good customer service. I understand people make mistakes but the fact that she immediately blamed me and had no sympathy, was horrible customer service. I was so excited to receive all my gifts from Pottery Barn and Williams Sonoma but this customer service has turned me off from ever buying from them again."

"Do never buy a rug from this place it's very low quality!!! Even if they give it to you at $10 price!!! I bought this rug since one year and half. I was vacuuming it just normally Once in two weeks its always dusty, for me it was normal. but lately since I had a baby I vacuumed more regularly and the same amount of dust and hair and felt come out of the vacuum. Please check the attachment. When I called the customer service unfortunately they couldn't do anything just telling me that the rug WAS DRY, maybe I need to buy a moisturizer from la prairie brand!!! Even if I told the two ladies that I have a newborn and I am concerned about my baby. they Didn't care. This is what we call a great customer service!!!! By the way the dirt in the pics this is one day vacuum I have to do it at least 4 times, and the next day the same amount of dirt and dust will come out again!!! Shaim on u!!!!"