Pottery Barn

Martine was a pleasure to work with. Sales associates like her make me want to spend more and more money.

Pottery Barn on line. Do not order something unless you are absolutely sure it will fit. Returning any items are a nightmare and they charge you shipping costs. I will never order from their on line catalogs again.

The customer service is awful. Don’t ever go here.
The first time I went to get a duvet cover, the style was out of stock in store so an associate helped me order online. The system didn’t recognize the sale price (both in store and online). I ended up paying full price for the duvet, but the associate assured me that she would do everything to credit me the difference. And I thought — why couldn’t she credit the difference to my credit card right then and there? Fast forward to a month and a half later, still no call and my credit still showed the full amount. I had to call BP to credit me the money.
The second time I went here, I gave up getting a pillow because the wait was too long. There was only one person in front of me at that time at the register. No one seemed to know that I was there.
Yesterday I went here to get the Mia pillow cover, I asked an associate to help me because I couldn’t find it anywhere in the store. She took me to the sale section with baskets of pillow covers. I asked her if the style was in here because it wasn’t on sale online (I pointed to the style on my phone). She curtly replied «Yea, it’s not on sale online but it’s on sale in-​store.» Then she just walked away not offering to help finding it for me. I went through the baskets a few times but couldn’t find it. I asked another associate and she said «It wouldn’t be in here because it’s not on sale.» Anyways, they didn’t have it in stock.
I don’t think I will be going here again.

this is an ONLINE purchase. bought my new grandson a personalized Easter basket. the web site said if ordered it would be delivered before Easter. had a delivery date of Friday march 25^th. it was never delivered. called there and was told it is still in the warehouse. now i have no gift for my grandson since Easter is tomorrow.

I just wanted to update my review to say that there are some very nice, helpful employees working at the store.
However, it is usually difficult to find anyone to even ring up a purchase. They are all always too busy doing something else.
What I think is behind this is that the store mainly functions as a showroom for well-​off people in the area who want to redesign houses or rooms. The store offers free interior design services and I think that is its focus. Someone buying a few towels like me is not really helping their bottom line much.
I must say that their return policy is very generous. I have never had a problem returning or exchanging. Be careful when they ring up your purchases though. Looking through my receipts, I noticed I was charged for two candle holders at $ 39.50 each, rather than one a few months ago. I was also charged for a full set of 60 $ flameless taper candles when I was only buying one, and it was a display model at that! So check your receipt before you leave the store.

It is unfathomable how this store is allowed to operate with such poor customer service. I am obviously not alone in this opinion, given the number of negative reviews of this particular store in Chestnut Hill. I have shopped here for several years and have never had a positive experience. The staff is generally rude and unhelpful. They seem to have little knowledge about the products, and little training in customer service, or little education at all. A smile perhaps? A helpful word about the products, perhaps? Maybe pay attention to the people in the store, rather being glued to their headsets? The problem seems to stem from the manager Liz who has obviously little ability to organize and motivate her staff properly. Should definitely think twice before shopping here.

Atrocious service. Incompetent management and rude staff. You can stand for hours watching them doing nothing (fluffing pillows) but if you are worthy of their attention you will be condescended and insulted. If you enjoy arguing please come in otherwise order online.

My experience with PB has been awful and the amount of time I’ve spent on the phone and on hold concerning the return of two items is absurd. Items arrived late or not at all, picked up returns have not been processed and/​or couldn’t be found, and credits have not been issued. The purchases were made August 21 and it is now October 29. I am currently on the phone with a supervisor who is trying to figure out what’s what. I will NEVER buy anything from this company again.

My fiancé and i came here to do a wedding registry and we were very disappointed with our experience here. We were given a broken scanner to scan items that we wanted on our registry. So we asked the front desk to take a look and no one there knew what they were doing. It took 5 min just to get a new sanner whiched turned out to be also broken as well.
They have a lot of beautiful items but their selection is very limited due to small space.

The store is ok but the service is AWFUL. I am not sure why the staff are so nasty. Perhaps the store could use a mandatory course in customer service. I have spent a lot of money at Pottery Barn but the service makes me less inclined to spend any more in that particular store.
I have been in this particular store approximately 40 times and the staff have they said hello 3 – 4 times. They are not even pleasant when you make a major purchase. If you want a positive experience at Pottery Barn, I would go to Burlington mall or shop online.
Just awful. Stay away.

Easily one of my wife’s top 5 stores — so the 5 rating is for her. We’ve bought many of our bathroom and kitchen lights, mirrors, accessories from PB — great quality. Dropped into the Chestnut Hill store last week as she was looking for a blanket. Lots of confusion on whether they carried them in the store or just online. Took about 10 minutes — finally found out that they didn’t have anything, so she just got it online. Like PB’s credits they give you to use on future purchases.

I just had a great experience at the Chestnut Hill Pottery Barn that I want to post since I see some not so positive reviews. Both the day and night store managers were very accommodating and communicated well with each other when I had first called, and then came after one of their shifts had changed over. I was returning a damaged rug that was out of warranty and they were both very understanding and helpful. When I went to look for a new rug, the saleswoman nearby was enthusiastic and assisted me without being pushy. I thought the sales staff had the right amount of interaction with me — I like to be left on my own as I shop, but hope to catch someone’s eye if I have a question. I had a good experience and would shop there again.

I love the furniture and products at Pottery Barn, however the customer service at this store is really poor. First of all the store was not busy — I came in to look at the rugs. I asked an employee about one and she seemed put out and annoyed. They need to step it up with their service, big time!

I went to the Chestnut Hill Pottery Barn yesterday on an impulse and found some great pillows on sale. So, I decided to purchase them from the one register that appeared to be staffed with someone checking people out (the other registers had staff who seemed to be engaged in «other» activities — and each of those employees studiously ignored customers).
While waiting at the one register apparently actively checking customers, I realized that the transaction was taking an inordinate amount of time and I asked the cashier whether there were other registers I could check out at (given that the line was five long and growing). She told me that there are registers «all over the store.» So, I went to the one register that looked promising. It had two employees at two terminals and only one appeared to be servicing customers. The woman at the new terminal, who appeared to the manager, got a headset message from the first register asking for help. She told the first register that she would come help as soon as she finished a return.
At that point, I told her that I was redirected to «other registers in the store» from the first register and that I would appreciate her checking me out before moving on. To this, I got an entirely unexpected response. «Liz» gave me the most irritating, patronizing response I’ve gotten in memory, essentially trying to placate me in a very annoying way (suggesting we should all be «happy» and not be upset/​concerned about anything). Things went downhill from there.
While I purchased the pillows, it’ll be a long time before I go to that Pottery Barn. And, I hope Pottery Barn executives read Unilocal,because Liz clearly needs direction on how to deal with customers (and judging from other reviews here, my experience doesn’t appear to be an outlier).

Very disappointing experience here today. I went in ready to open up a Pottery Barn credit card and purchase a $ 1500 dining table. I had printed out a photo from the website, I knew exactly what I wanted other than the finish, so this would have been an easy sale. I ended up walking out and I will either order online or try the Burlington store. There was nobody visibly available to help customers on the floor. I waited in line at one of the register stations (with two cashiers) to ask for help viewing a stain/​finish sample. One woman was working on a time-​consuming refund, and the girl at the second cash register told me that she could help me as soon as she took care of the couple BEHIND me. I said ok, since it looked like they would be fast. Then the customer says that she forgot her Pottery Barn credit card, and that she also thinks she has a $ 25 special credit on her card. So the cashier tells them that their sale is going to take longer than she thought, that she is going to help me and be back to help them. I thought that this was an appropriate way to handle the situation. She brought me over to a table with computers where customers can wait and look at the pottery barn website, showed me the two color blocks available for the table I want, and then said she was going to help the couple back at the register and would be over after that. I told her that I was interested in opening up a Pottery Barn credit card, should I do it over the phone since they seemed busy, and she said it was easy, really fast, we could do it right here. I ended up waiting at least ten minutes while she continued to wait on that same couple who were buying one glass drink dispenser. The last time I walked over to the register to check on progress, she had actually started waiting on ANOTHER customer. I told her that I was leaving, that I had been told she was going to help me next after she gave priority to the couple AFTER me, and now she was helping an additional customer. She sincerely apologized and I don’t totally blame her, because it was clear that the store is not staffed to help people who are willing to spend money on furniture. They lost a $ 1500 sale to a refund and a glass sale that was less than $ 100 and involved a coupon. Their management needs a customer service 101 class and I will NEVER go back to this store, especially after the customer service I’ve received at other stores regarding similar tables.

Well, its in a dead mall. Nice people, cramped, usual Pottery Barn stuff. But stay tuned, they are moving down the road to a newer location. I wont hold the mall against a Pottery Barn.

this store is a disaster! The sales person is horrible. Really? Pottery Barn?

Although all the other reviews say service was horrible, I’ve never had a bad experience at this one… yet. *knock on wood*
I’ve purchased many things from here, one of the bigger items was a bedroom set. The sales lady was very helpful telling us about their PB card-​cash back program. We ended up buying the furniture, waiting for the cashback and then purchasing a duvet set. The store isn’t that big but they seem to change the setup/​display pretty often. Free parking is nice and they have valet as well.

If no stars could be given, that’s what this store would get. My mom, sister, and I popped in yesterday to pick up a floor lamp for my sister (the one with the base that looks like bubbles stacked on top of each other… cute). We’re standing around the lamp for a while now and no one comes over to help us. NBD. My sister walks over to the counter to get the lady to find out if there are any more in stock. First off, it takes a while for her to even connect to stock (I overheard the other guy working next to her having to call into stock for her, just to get them to respond)…weird. Then it takes them at least 15 minutes to let us know anything. The whole time, we’re wondering what the f*** is going on. The lady can clearly see we’re confused why they haven’t said anything when she mentioned the system says there are 2 in stock (one being the floor model). She finally tells us «they’re still looking» about 10 minutes into the whole process. At the end of the 15 minutes, she finally says they can’t find the other one supposedly in stock so all that’s available is the floor model which she’d give at 10% off. Cool. Not a bad deal. What ticked me off is that she didn’t think it would be customary to at least let us know why she was taking so freaking long to let us know if a product is in store or not. At least keep us updated that they’re still looking instead of waiting for me to look like i’m ready to poke your eyes out.
It takes them another century to get things wrapped up and ready to go. To top things off, after payment had already gone through, my mom mentions to my sister to keep the receipt in case she has to return it (i.e. in case there’s something wrong with it since it’s a floor sample). The lady who «helped» us mentions oh, it might be final sale… First off, you’re supposed to tell us that BEFORE we pay… not after… dumb b****. What if my sister wouldn’t have wanted it if she couldn’t return it? You’re supposed to make that clear and concise, otherwise, she would be well within her rights to return it.
The only good thing about the experience was the person who helped carry the lamp down to the car. He was nice, which is more than I could say for anyone else working at that store.
Honestly, the store is located in CHESTNUT HILL… not the boonies. People who walk in will most likely purchase something from the store which, guess what, pays for your wages. I’m not saying employees have to kiss the ground the customers walk on but some good old fashioned customer service would be greatly appreciated.
I highly recommend never going to this particular pottery barn. HIGHLY RECOMMEND.

Just OK. I was looking for a sofa and it seemed like they did not have many options out on the floor compared with the catalog. It is a large store, so I would have liked to have seen more. I can’t comment on the staff as I was not approached by them during my visit — but, I see this as a plus.
Garage parking at the Atrium is a pain, but it’s free.