Pottery Barn

I just stopped in to return something we bought online. The store is beautiful. The staff is friendly and helpful. They made my transaction with no problems or questions. Pottery Barn generally has gorgeous stuff. I’m a fan.

This review is for Pottery Barn generally, internet sales particularly, and not an individual store. My real estate agent suggested a kitchen facelift for my on the market house, and suggested their products. I bought cabinet knobs, drawer pulls, and a bell-​shaped pendant lamp in a polished nickel finish. Also looked at lovely Roman window shades but did not buy. All these really spruced up my tired, dated kitchen. Not dirt cheap, but the quality and style are high. When there was a UPS delivery problem, PBS straightened them out in a hurry.

Pottery Barn has recently changed their price guarantee policy. They do not honor a new reduced price for a previous purchase — even if it was purchased the day before. So, if you are buying anything expensive — wait for a sale or go elsewhere.
Restoration hardware and other competitors usually provide a 30 day price guarantee.

I wouldn’t buy anything there (not at this location) just because of the snobby staff. I walked careful touring around the store with my baby in her stroller and to my surprise not even one of the ladies had greeted me. I felt so not welcomed that I had continued my round and immediately out the store. Now I’m not sure if they had an issue with the stroller cause it is a little tight in there but now had said anything about it to me. Three stars for the products, but service sucks!

I dread going here. The sales people are seriously clueless. Takes forever to get any answers or rung up. It’s like it’s everyone’s first day on the job. If you have another pottery barn option I would take it. This one needs serious help.

let me start by saying that in a 2 month period I had ordered $ 10K worth of furniture and lighting from Pottery Barn. The sales clerk that handled the initial sale was friendly and seemed to handle our order well. Our problems started after the order was made and PB had our money. Our items came in several different deliveries and every delivery had at least one item broken /​damaged. I understand things go wrong from time to time, but EVERY DELIVERY! Ok… so we called the store and customer service to address these broken items for each issue and things just got worse.
Customer service at Pottery Barn is appalling. They are rude, not helpful and refuse to let you speak with their superior. After hanging up and calling back… I finally made some progress for the replacement of my items. The progress, however, was limited. I was given another person to call at the Hackensack store. This was our first interaction with Ruth. Ruth was also not friendly, fairly rude and only helpful after arguing with her for 15 minutes. Since the initial call with Ruth I had the joy of speaking with her a few more times. Each conversation was worse than the first.
I am hopefully receiving the last of my replacement pieces from PB today and then I will officially be done with this company.
Buyer Beware– if you are compelled to buy from PB in Hackensack be sure to check your items carefully and do not even let the driver leave before calling the store about any issues.

The sales clerks there were all very friendly — but they made a lot of mistakes in every one of my interactions with them.
We tended to buy large items (e.g a few 9×12 rugs and furniture) there and they all took forever at the register. The sales person over-​charged us both times with the rugs! It turned out that the store price and the internet price (their own website) were different. Be very careful!
This weekend, we went to buy a bar stool — and pointed out to the sales person the exact one on the floor. Guess what? They gave us the wrong color! When we tried to get it exchanged but they tried to push a broken one on us because they don’t have another one in the inventory. Their stool was damaged on 2 corners and we refused to accept it as it does not have a box (I think it was a previous return). They then use a magic marker painted the exposed wood on the damaged parts and tried to make us accepted it again saying that it was fixed. Very shabby!
Now, this was the bad business practice — they processed my return, and order another one to ship to the store for me (it would take 3 weeks according to them). On the same day, I saw the charge on my credit card account — TWICE — and I never saw any refund nor the product I purchased!
With online retailer, they don’t charge you until they ship… Here in Pottery Barn, they charge you twice — IMMEDIATELY — before you even get the stuff in the mail. What a scam!