Pottery Barn 15279 North Scottsdale Road, Scottsdale, AZ 85254

"Super poor follow up and delayed arrival on rug and furniture selection. Many promises of excellent customer service with little and poor delivery. They violated my trust factor. Never again."

"Pottery Barn Inaccurate dimensions/failure to back online claims/ poor customer service Very poor experience trying to order a couch from Pottery Barn. We’re a tall family and at 5’10”, I’m the shortest so we need a higher and deeper seated couch. PB claims to be able to customize couches. Visited the Scottsdale Quarter store twice. At the first visit, I found out apparently the seat height of the couches are not customizable and I should check online for dimensions, etc. Recently I received an email about a couch I viewed online that was on sale, the Big Sur, ”with generous proportions“ according to the ad description. I checked the dimensions online for the 84” deep seat couch and the dimensions claim the seat height to be “21 inches” which was perfect so I made an appt with Laurie to bring in some color samples to pick a fabric. Upon entering the store, the front display is the Big Sur couch. Looked very low to me so I asked for a tape measure. I measured the top edge of the couch seat to the floor and it was 17” from the floor. Laurie (salesperson) corrected me and said I have to measure the “crest” of the seat cushion and not the edge. So I measured the “crest” and my measurement was 17-1/2”. Laurie said it was more 18”. Ok, no problem, 18”, but it’s still not 21” as advertised, a 3” difference which has a huge impact for comfort to tall people. I asked if I could order the couch but to specify I definitely need the advertised 21” seat height. She replied there is no where in the order to specify that. I said, “There has to be a place somewhere to specify, make a notation. You claim a 21” seat height so I need that seat height. Please just note somewhere on the order.” She again replied that there’s no way to do that. I asked to speak to a manager. After 20 minutes of waiting, John came over and I again showed him the couch measurements,the online dimension measurements and said, “I came in here to order a $3000-$4000 couch, I would just appreciate a couch that meets your online description.” John confirmed Laurie’s claim, there’s no way to get the couch with the dimension description. I would have to take whatever they send. So much for customer service, I guess. Wasted my time researching couches on PB and then two afternoons visiting the store only to find out they don’t carry the product described in the advertised dimensions. Can’t trust your online measurements, you won’t stand by them? No, thank you! Lost my business."

"Unfortunately I have had to order numerous things through Pottery Barn website as most things are not carried in the store. After about 10 orders without complications, a glitch happened in the system, and a mirror that I ordered was sent to Scottsdale. I live in Colorado. I called the Scottsdale PB for five days and was told that a manager would call me back by the end of that day. That never happened, on the sixth day, I asked to speak to a manager directly and then was told that I would have to pay for shipping from their facility to Colorado despite their being a glitch in the system. Everyone was rude. There was no communication each time I called I had to retell my story and still the story was misunderstood. I finally called pottery barn directly and they happily said they would reimbursed me for shipping. I called the Scottsdale store back. Gave them an update to ship to me and the main PB would reimburse me for shipping. The only call I received back from PB Scottsdale was incorrect with incorrect information. I called back again giving them the update about shipping to me and I would get reimbursed through pottery barn, again I was told I would get a phone call by the end of the day and I still have yet to get a phone call. This is some of the worst customer service I’ve received, especially for a high end store. I would not recommend this store to anyone. Specifically Kevin and Natasha."

"I purchased a comforter online while on sale and while waiting for it, I went in the store to get the shams. I wanted to match the chambray color with throw pillows. Above the display of all chambray items it stated 15% off for chambray shams and quilt. However, when I checked out the sales clerk wouldn’t give me the 15% off. Since it was only shams, I didn’t push it and paid full price. However, a few days later I received my online order and I had ordered a blanket instead of the quilt I wanted. The blanket was very poor quality. I can’t believe they could sell something like that. Just a piece of fabric hemmed on the edges. I returned it to the quarter store and decided to purchase the quilt which still had the 15% off sign. When I went to purchase the clerk didn’t take off the 15%. I told her about the sign and she said that’s for the quilt and this is a comforter. I showed her the tag on what I was purchasing which said “quilt”. She called her manager over. He was wearing athletic shorts and a t-shirt and was rude but agreed to take the 15% off after I had to walk him over to the sign. I then stated the week before I had ordered the shams and didn’t receive the sale price and I would like a refund for them. The manager had already walked away and the clerk stated she couldn’t do that so I asked to talk to the manager again. He came over and asked to see my receipt on my phone for the shams. I went to walk around to hand him the phone and he put his hand up and said “you stay there”. This was in their upstairs area where the registers are on tables so it wasn’t as if I was walking behind the cash register. He gave me the 15% refund. No one ever said thank you or apologized for the confusion. No one even smiled. I was treated as if I was being disrespectful and trying to steal something. It was really strange. We just purchased a new home and I had PB scheduled to come out for a consultation of my dining room and entry way. After the interaction (and the fact PB no longer allows reviews on their items online) I cancelled and went with Crate and Barrel which had way better customer service and provide online reviews. The shams and quilt I purchased are pretty, but the quilt already has a few threads unraveling and it’s only been a few weeks. Hope it lasts!"

"Visited to inspect quality of ready made drapery panels. Although we initially said “just looking”, rather than dismissing us and walking away, we were given a detailed explanation of how each material differed (light blocking etc) and given a sample to take home. We were so impressed we called them the same day and ordered the drapes which arrived in 3 days. While looking around the store several employees smiled, offered help if needed. I have been to the Chandler location, and did not have a good experience so I drove to Scottsdale, which is twice as far from our home but in the end was worth the trip to be treated like a valued customer."