Pottery Barn

For over priced goods I expect to receive good customer service. No one even said hello to me

It’s 10:25am and I am one of two customers in the store and at least 3 clerks are standing at computers. I have requested help and now I give up. I won’t be back to this non-​service location. I’ll shop on line.

THE FACTS: Everything seemed great at first, even with the $ 2500 couch I wanted on back order for a couple months. My delivery was finally scheduled for today between 11am-​1pm. When the delivery guy called at 10:30am and said he would be there by 11, or 11:05 at the latest, I left work and drove home to meet them. At 11:15 I called to ask if they needed directions. The delivery driver stated that they were 5 minutes away. At 11:35 I called him back to ask for an update and was told that he was 48 seconds away (don’t ask me where he got the number, my GPS doesn’t give the seconds to destination so, yes, I thought it was a little strange). I was waiting outside for them for another 20 minutes before calling and leaving him a voicemail (he didn’t answer this time). I finally got fed up with waiting and called Pottery Barn because I had to get back to work (I had been waiting for delivery for more than an hour at this point) and I had the delivery rescheduled for Sunday.
SUMMARY: The delivery driver straight-​up lied to me on the phone about when he was going to be there and I ended up waiting for more than an hour after the time he told me before having to cancel. I called customer service and they rescheduled delivery and waived the $ 100 delivery fee. Everyone I spoke with (aside from the delivery driver) was very helpful and courteous. The late delivery doesn’t bother me nearly as much as being lied to by the delivery driver. Because of customer service, I will continue to shop at Pottery Barn but I doubt I will trust the delivery ETA next time.

I have to admit, I am kinda shocked at giving such a good review. To start, this location suffers from loads of large products packed into a very small store. In addition, as I was purchasing a wedding present, I was already in a less than pleasant mood. (It is entirely different when I am out buying things that I want for me). They didn’t have my first choice from the registry in stock and referred me to another Pottery Barn across town if I wanted that product. So, I went one price point higher on the registry (yes, I am that wedding guest), found what I wanted and took it to the registry.
This is where the review jumps from a two star to a four star review. The worker who came over to take my money for the products I was purchasing was AN ABSOLUTE JOY TO WORK WITH. First, I guess my annoyance was noticeable, as she seemed to take care of me as a nearly hostile customer. Took care of my purchase, kept the conversation light and pleasant, offered to wrap the present (another practice I loathe, so WAY TO GO!), and suggested that while they wrapped my present, I could run over to Starbucks and it should be done right after I was done.
So, I came back after a visit there (ok, also to Noodles & Co) and when I came back, I had to wait in line a their customer service area (disorganized and slow, dropping the review back into the 3 star range) but once I spoke with them, the female I was working with was found, made sure everything was taken care of and out I went.
This is definitely the case of one worker really making a huge difference on a busy Saturday afternoon.

I don’t usually write reviews but I’ve now been holding or talking to incompetent service reps for an hour and 20 minutes and like to multitask. I originally purchased a bed set 6/​1, scheduled to arrive ⁶⁄₂₀. It’s now ⁷⁄₁₅ and I just learned it will be delayed 1 more week. I’m now working to have the payment charge delayed a month in response to the delayed shipment and have been transferred 5 times. Their furniture is great but I will simply never shop here again.

I will gladly pay the high prices if I find something I love or need I will not spend my money if I receive terrible customer service. I just left the store without buying anything because the sales person was rude… come to think of it… most of them are.

I cannot think of furniture/​homegoods store that is more expensive than Pottery Barn. Seriously, $ 3k+ for a couch? No thanks. That said, the stuff here is absolutely beautiful and I love to window shop for ideas.
You think you’re getting quality when you spend so much on a product for your home, but unfortunately that’s not the case at Pottery barn. I registered at Pottery Barn for my wedding gifts in 2008. We got a full set of the Great White dishes. Unfortunately, most of the plates and pasta bowls have not held up. After only 5 years, about half of them have chips and cracks just from going through the dishwasher (even though they’re supposed to be dishwasher safe!). The Corelle dishes I that I bought at Walmart my freshman year of college (2006), in contrast, look exactly the same now as the day I bought them. My advice if you’re thinking of registering here: be careful which set you choose, or better yet, register somewhere else.

Nice comfy shabby-​chic/​contemporary-​country sort of stuff. Everything seems to be relatively well constructed and tasteful without being overly trendy.
My nit is with their shipping charges, here’s a breakdown I did based on a recent purchase from Pottery Barn (incidentally still waiting for the item to be delivered, three weeks and counting)
Crate and Barrel shipping vs Pottery Barn
If if you’re having stuff delivered, I’d stick with either Crate and barrel or a local furniture store (Airhaus for ex is roughly $ 80 for local delivery)
I bought two items from both stores in the past few weeks, coincidentally the SAME price yet when all is said and done, the Pottery Barn item ended up costing nearly 19% or $ 187 MORE than the one from C and B:
here’s the breakdown:
Pottery Barn
price of item (on «sale»): $ 999
delivery charge: $ 150
shipping and processing: $ 99.90 (huh??)
tax: 96.42
total: $ 1,345.32
More than a quarter of the merchandise cost in shipping fees!!!
9.65% tax, 7.71% on shipping fees + merchandise (this must be illegal?)
Crate and Barrel:
merchandise cost: $ 999.00
shipping and handling: $ 79.00
tax $ 79.98
total: $ 1157.98
delivery windows 2 – 4 hours long as early as two business days away
price difference for same price point item $ 187.34 (18.75%) MORE at Pottery barn.
Some things you just can’t make up.