Pottery Barn

"DO NOT SHOP AT THIS STORE! I went in to look at couch options in February and placed my order in store. There was a new associate who I worked with and upon initially placing my order, I noticed the pricing was off compared to the piece I had researched online. So I pointed this out and we had to get the manager, Rachel, to come help cancel the order because the associate had placed an order for the couch slipcovers only, not the couch itself. So after about an hour of resolution and providing all my information again for the new order, and I thought I was good to go. But I got home, re-read the confirmation sheet and realized they had mixed up the ship to and billing city/state information on the new order. I contacted the store and they fixed this as well. However, a few weeks later, I was reviewing the order confirmation sheet again and realized that the corrected order was the WRONG COLOR (it was a similar color on the print out so it was hard to notice without thoroughly reading). So after another hour of my time was wasted, this was resolved but I was told there was no way they could expedite for the couch to arrive around the original time frame. This was a major issues as I had timed the original order around the ~6 week lead time and was on a tight time schedule for delivery. On top of this initial month delay, there was a series of additional delays where I got no help from the store. I had to work with customer service to get my case escalated to the managerial level, where a nice gentleman named Patrick, helped me try to improve the timeframe. After tons of phone calls, emails and wasted time later, the couch (and table I had ordered in the midst of the couch debacle like an idiot) were both WELL OVER A MONTH LATE. The table also arrived damaged but a really reasonable woman, Jennifer, from the Jacksonville warehouse, helped get me a credit towards this and I ended up keeping because again, I was on a tight timeframe. Nobody from the store or managerial level had even offered me so much as a discount for all the hassle and delays!! THEN, a 2.5 months go by and I check my Pottery Barn statement (I had setup auto pay and noticed it was more than it should have been) and it was showing as a "Key Rewards" account with interest, when I had setup a 0% APR credit card account, in store. So I called Capital One and explained what happened and they told me that this couldn't be changed on their end because I was past the 2 month period where you could change it, and to call the store. So I did, and you guessed it, the same new associate who had messed up the rest of my order, also messed up the credit card setup. The associate I spoke with, Alyssa, assured me that they would work with Captial One to get this straightened out since the mistake was on their end (this was MAY/JUNE timeframe). Im writing this review at the end of NOVEMBER because I was just now finally informed (after paying interest for months, calling consistently to follow up and not being followed up with), that there is NOTHING THEY CAN DO FOR ME. This is immoral from a business standpoint and from a human standpoint. Fix your mistakes, especially when its costing your customers thousands of extra dollars! This store should never allow new associates who clearly cannot input orders correctly, input anything if they will not stand by their mistakes. Don't buy from this company and definitely not this store!"

"Whats the point of having a store if you cant buy a small item, you have to order everything online? It defeats the purpose of the store. Good thing i can go to home goods right up the street and get the same items for half of the price and be able to take home same day. In the day and age of online ordering i don't see the store making it much longer if you cant purchase things from the actual store. For all of that I could order on amazon. I can see having to order big furniture or etc but small items you should be able to take home and not have to order online. Also the guy “diva” that works there with his cute little smart attitude was enough for me to never want to go to this store again."

"I don’t see why this place doesn’t deserve five stars. We didn’t buy anything here but the lowest reviews I found mentioned bad service, not being greeted - we experienced none of that and we only came in once. They were super nice to us and just let us look."

"I don't recommend pickup from this location. Limited pickup hours due to staff shortage, and even during pickup hours there is no one available to assist you. Also, they make you pickup in bottom level of the parking garage. The garage has a limit of 6'5" so if you want to bring a cargo van for larger items you cannot. Most vans are about 7' tall. I recommend picking up at Ross Park Mall."

"I was disappointed with my experience at this location. I am happy to order online, but I needed product knowledge to help with my decision in a new bed set. The associate who attempted to help me made sure to note the price of items as we discussed options I was interested in. And actually steered me away from items she assumed I could not afford. It was extremely uncomfortable. And terrible customer service."