Pottery Barn

Just got a Valencia queen bed. I bought it on line to replace the same bed in a double (standard). Guess what Potty Barn changed the headboard. The website photos are deceiving because they are of the old style full one piece headboard. The bed shimmies wiggles when you sit on or get in. You can probably get the same bed at Wal-​Mart for half the price.

Had a pretty terrible experience at pottery Barn today. I tried to return an item that was mailed to me incorrectly. It was not the items I ordered. They refused to take the item back claiming they were unable to make a return because they had created a UPS pickup that I had not confirmed. Then they asked me to take the huge box back to my car. I had a baby in a stroller with me and had to fight with the manager to get someone to help carry the item back to my car. Never shopping here again!

Used design services for all new furniture.
Was so excited but then I’ve been living a nightmare ever sense.
Placed order in November
1.) Target arrival date was initially no later than mid Jan, after several more extensions last updated arrival date was ⁵⁄₂₂!
2.) Part of the order became available in Feb, but would not deliver because entire order hadn’t been shipped — after I was authorized to schedule the delivery. Made 10 ATTEMPTS, no luck with written approval.
3.) Got suckered into signing up for a credit card (Resist the temptation!!!) They entered my address wrong. It’s now end of Feb and still never received the card!!!
4.) Called to make my payment to ensure I got the Loyalty points as I never received a statement. They took my payment over the phone (after holding for over an hour). Payment was never posted and I was never informed!!!
5.) Took 2 days off work to make all the necessary calls to deal with the above/​below. Took over 48 hours of my time holding for customer support for an hour for first contact. then had to hold for another hour on the same call to escalate to a manager. This happened countless times with ALL departments
6.) Entire order was illegally billed to my missing credit card 6 months before they intended to deliver
7.)Had to threaten with legal action to cancel my order before the stress put me in the hospital. That took 2 WEEKS TO ACCOMPLISH!!!
At the end of it all. I barely received an apology and was stuck with a mess to sort out and absolutely none of the furniture I ordered for my entire house. 5 figure transactions do not matter to these people… even if it is with one of their most loyal pb and Williams sonoma customers. I was planning to double the order once my first shipment arrived… WHAT A TRAGEDY!!! One star is generous. Go anywhere else but here to shop!!!
Ps– West elm is also their brand. buyer be very ware

Beware! This review is for PB Corporate, not the WC store which has no control over credit card terms. I rec’d an invoice for my new PB account w/​a due date of ²⁄₁₆ – even though by that date I had rec’d only (1) of the (10) pieces of furniture that I ordered — a total of $ 4200.00. Called their 3^rd party credit institution; told me they couldn’t help me, I had to call PB. I called PB, I was told I had to call the 3^rd party credit institution! When I complained that it was not right to have payment due on merchandise I had not yet rec’d, I was told that the billing accrued as soon as merchandise was shipped! But that was not even true, because I was tracking shipping and I rec’d my invoice for the full amount before some of the pieces had shipped.
When I asked why PB had this policy, I was told that they wanted to avoid a cancellation after shipping had started so they wouldn’t lose money for the shipping cost! Shame on PB for its deceptive and exploitative business practices. Further, the more likely reason PB bills before receipt of merchandise is because it wants interest to begin accruing as soon as possible. It’s even more shameful that PB has set up a system whereby the credit institution and PB corporate keep redirecting their customers to the other entity, knowing that the customer will never be able to reach anyone with any authority to change the terms. I thought PB’s parent company, Williams Sonoma, had higher standards for its business practices. Apparently not.

Horrible experience!!! This has been the single most awful experience I have had with any furniture purchase. Despite being forced to pay a premium for «white glove delivery», I have now had 5 unique delivery attempts for 2 items (a table and a cabinet). The items have been damaged by the delivery service or the wrong items were delivered. This comes after the items arrived way later than I was told when I purchased them. I still don’t have the items and have spent hours on the phone trying to get resolution. No one has bothered a single «I’m sorry» just the standard «I know this must be frustrating for you» line — a true sign of poor customer service! The store is quick to tell me they have no direct relation with the delivery side of their business. Boy I wish I knew that before they took my money — good luck if and when your items will arrive and whether they will be delivered without damage. Never again will I purchase furniture from Pottery Barn.

I have had several bad experiences with this store, mainly the staff acts stuck up and has a rude attitude. But the absolute worst experience I had here was last month when I ordered some curtains at this location as a gift for my mother. After I left the store I called my mom to make sure I had ordered her the right ones. Well I hadnt. To make a long story kind of short we called customer service not even an hour after I left the store and was told a request would be made to cancel the shipment but no guarantee would be made as to the cancelation. Well the curtains showed up to my moms house and I go to return the curtains in person at this location. They return the curtains and they girl says I see these are a gift I can only give you merchandise credit to which I respond they were a gift but I was the original purchaser and they were purchased with my credit card I even show her the card (which she just looks at and doesn’t run) I assume she understood me and she says oh ok then they return will just be credited back to the credit card. I assumed this was an automatic process and even reiterated by asking her before I left so the return will just go back to my card right? To which she replies yes. Well over a month goes by and I still havent seen the credit back to my card so I call customer service (wait 15 mins to speak with a representative) and ask what is going on. The gentleman on the phone informs me that the store indicated I wished to recieve store credit and a merchandise credit had been issued and sent out to my moms address. I explain that my mom never recieved any credit and neither had I. He says they sent it out two weeks ago with no tracking information via usps and it should have arrived by now. He informs me that without the card he can’t do anything so after another 20 minutes of going back and forth of him reading me all the account notes and me saying I am telling you I never asked for store credit, I am the original purchaser, they were a gift for my mom and IF (as he alleges I did ask for store credit at the time of the return why didn’t they just hand it to me in the store? why would it need to be mailed???) I get fed up with his BS and basically accusing me of being a liar I say «look sir I never got a store credit, I never asked for store credit and you are telling me you mail out merchandise credits that are the same as cash without so much as a tracking number or ability to void the credit unless I have the credit in front of me? I say so how do I know it was ever sent if you have no record of ever sending it and no tracking to prove it was delivered? I have to just take your word for it and tough luck for me now being out that money? Obviously a mistake was made already how do I know there wasn’t another mistake when sending out the credit?» He says please hold leaves me on hold for about 5 minutes gets back on the line to ask if I’m still there and after I reply yes he says «oh wait I’m about to lose the call» and hangs up on me. Are you freaking kidding me? I just spent over 40 mins on the phone trying to resolve this issue and now you hang up on me?! I was so furious I about lost it. I will never shop with pottery barn again after this ridiculous and blatant disregard for customer service that I would never had to endure had the clerk at this store just done her job right the first time and put in the right form of refund request. Now I am just going to call my credit card and dispute the charge and let them deal with these crooks.

I experienced the worst service of my pottery barn life today. Typically, service representatives at this location are kind, helpful, and go out of their way to ensure their customers are happy. However, today associate #378 449 treated me with outrageous disrespect when there was no need for any attitude. I merely asked her questions about a product, and she consistently responded in a rude, sassy tone. I was shocked to receive such treatment at such a high class store. Although I love the products in this store, treatment such as I received from this associate makes me want to take ALL my business to Restoration Hardware, my other favorite home store.

Horrible! I ordered the Chesterfield couch and then within 48 hours found a higher quality and less expensive version (Kensington) at Restoration Hardware. I cancelled the order within 48 hours. 30 days later I received a credit card statement. I spent over one hour speaking with 3 departments. They stated that when I originally cancelled that no cancellations are confirmed — -how is that? Im now stuck paying for a couch I never received? Like I said spending one hour on the phone to rectify a mistake caused by Pottery Barn is not fun!

I would give no stars, but I am forced to give the one. I went in to this store and ordered a Tivoli extending dining table and the Whitney desk almost a month ago. When ordered, the items were in stock and ready to be delivered, which PB charges for. Well, still waiting. They were supposed to be delivered tomorrow to my home outside Sacramento, to which they only go to on Wednesdays. So I receive an email today saying they will be there between 1 and 5 pm! Yay, so happy. But then I get a phone call from the delivery person telling me the desk top is «in transit» and so they can’t deliver the desk. Ok, so when will it arrive? They don’t know. Where is it coming from? They don’t know. Who the eff knows then? I call the store and am told the manager will call me back in a few minutes. Two hours later I call back only to be told the manager will call me back. An hour later she calls me and says she will call her «friend» to find out what is up. Now I am waiting… again for a phone call to find out when I can get my furniture.
If you want furniture delivered in a timely manner and want to be treated like your money matters, go elsewhere! I want a large table like the Benchwright from PB, but after this experience I will keep looking and spend my money where I matter.

I love Pottery Barn, but not this location. Every time I come here the service gets worse. I was in there earlier this week and I simply wanted to get some pillow shams. The lady at the desk upstairs acted busy and asked if I could get what I needed on my own. I said I could take the pillows out of the sham, but not sure of that was okay. She sighed and told me I would have to wait for her to get them from the back. At that moment the phone rang, and it was clearly a personal phone call as she talked about meeting her friend on Thursday and then more small talk about «life». This all happened while I was standing there. What?! After a few minutes, I got frustrated and left the store. Pottery Barn WC, you need to work on your customer service and staffing. Until then, I will find another location in the Bay Area to help us decorate our house.

I’m writing this review on behalf of a friend, because I’m horrified that she and her husband got such absolutely crap service when they visited the store. She and her husband visited the store to purchase a piece of furniture, and were helped by an employee who was having her first day at work. She had some trouble with pricing the item, so they all asked the manager for help, but for no good reason, the manager told them to leave and said he did not want their business. Pretty much, «I’m busy, just leave». This was after the salesperson was working on this for about an hour and my friends were just patiently waiting.
They have ordered several things from the store before, and had several other issues too. For example, a chair they ordered was not delivered on the day it was supposed to be delivered, so they wasted a whole Saturday waiting for their chair to show up. They tried calling the delivery scheduling line, but was on hold for 15 min multiple times, were the phone rang continuously but no one answered. She finally called the store that she purchased the chair at and spoke to a manager, and the manager was supposed to call them back, but surprise surprise they did not call back! Not sure what happened in between, but at long last they got their chair.
Another example. The delivery people showed up with a dining table, but they were extremely rude and kept complaining about how heavy the table wasand that it really was a three person job, not two. I mean, sympathies to them and all, but that does not seem to be my friend’s fault, and they should really be complaining to the warehouse or scheduling manager, or OSHA, or something.
It’s too bad Pottery Barn has nice stuff. Such terrible customer service. We got most of our stuff from Crate and Barrel, and that was a much happier experience.

Okay… first review I’ve ever done. That tells you how upset I am. I just want to warn everyone… at 45 I saw myself as a life long Pottery Barn customer. Always happy with their product and exceptional customer service, I didn’t mind that their items were a little more expensive. At this point, I’ve just poured in close to 25K to furnish my home and I have gotten the absolute worst service. Long story short, Williams-​Sonoma decided to purchase the delivery company they normally use out in the San Francisco area and everyone in the east bay area is paying for it. NOTHING IS COMING ON TIME, ITEMS ARE LOST, WRONG ITEMS ARE ARRIVING, ITEMS GO DISCONTINUED 5 days after order confirmation. NO ONE HAS CALLED ME, NO ONE HAS OFFERED ANY APOLOGY, NO ONE HAS OFFERED ANY COMPENSATION FOR THIS and the designer lady who took a commission off of my order never warned me about this 3 + month long FIASCO that’s been going on. I am seriously considering returning every LAST ITEM at this point. SHAME ON YOU POTTERY BARN FOR NOT TAKING CARE OF YOUR CUSTOMERS. SOMEONE SHOULD BE FIRED!

Was I desperate search of a sand dollar shadow box! Christine called me back very promptly and held it until Wednesday for me! Excellent customer service! Love my PB habit!

It’s the service that is hit or miss for me every time I come in here. Whether I’m buying never-​on-​sale sheets (which are great, btw) or throw pillows for the couch, the service can be either fine… or snotty… or indifferent. I’ve had all three! It’s ok, I usually know what I want when I come in, but I prefer a hit on service over a miss any day.

Wow. They have literally everything on display and I got some great items on sale too. I was helped by Jody and she was fantastic. The cashier who rang me up was so great too but I didn’t catch her name. Everyone was asking me if I needed help — so nice after being ignored elsewhere.

I love Pottery Barn. I think that while slightly overpriced for the products, most items are good quality, and will last a long time.
But, I was a little disappointed in their service when it came to ordering large pieces. I was working with Julie in the Design Services department and ordered a large console table and the benchmark coffee table in square. I also wanted a shower curtain.
Julie was super helpful and let me know that in 2 days Friends and Family started and she would place my order then, since it’s an additional 20% and then we can set up delivery (at the cost of $ 140!!) because the console table was too long for my car. I never got a receipt. Julie said it was emailed, but it must have gotten lost in cyberspace. For some reason, she was unable to re-​email it to me, but fine, I’ll get it when it’s delivered.
Great! Until… I came home one day, during the World Series (Go Giants!) to find that my husband had upgraded our 50″ TV to a 65″ TV so that he could see the games better (insert large sigh here). I realized that there was no way we could push the couch up to fit the console table now, or else we’d be too close to the TV.
So I called Julie to ask if we could cancel the console table and just do the coffee table, which was still an almost $ 900 table, and the shower curtain. Oh shoot, forgot to order me the shower curtain but will get on it now, and ok, we can cancel the console table.
Then the customer service went radio silent. I never did get the shower curtain. I still haven’t found one that I like.
I wound up picking up the coffee table, because that could fit in my car, but even though I texted Julie to tell her it would fit in my car, she told them it wouldn’t, so the day I had planned to pick it up, it wasn’t there.
Then when it did come in, they had no idea about the shower curtain, so I couldn’t get it and they had to go find a way to get me a receipt because there wasn’t any attached.
All in all, I do love my coffee table, but I really wish it didn’t feel like that because my order wasn’t as much $$, the customer service went down the drain. And I’m still, albeit ridiculously, bummed about my shower curtain.

I love Pottery Barn, in theory. I ordered a sectional in July using the expert services of a design consultant. It is now almost Halloween, and they have only manufactured two of the three pieces of my sectional. I will have to wait until December for the third and largest piece. They have offered me a 15% rebate for this major inconvenience.
I also ordered a desk through the associate, from the catalog. This desk was $ 1300 and I’ve been using it for two months. The varnish is chipped all long the front and inner legs. I complained and they told me they cannot take the desk back since it’s been longer than 30 days and I’ve used the desk. Uh, noted. Pottery Barn furniture is not to be used. If you use it, it will be destroyed.
Don’t buy anything from these people unless you want to tear your hair out.

We went shopping for bedding and this was just the place. The woman helping us, wish I would have caught her name, was awesome! She knew what she was talking about, helped in the mix and match process and had amazing patience with us. Not to mention super sweet!
The store was kept nice and tidy, all the employees were very friendly and the location was great! Free parking right behind the building and the store has a back door that leads to the parking lot for easy loading. Kind of busy on the weekends but if you have good timing, you can be in and out depending of you know what your looking for or not.

Don’t know how they stay in business. Every sales person I spoke with in all the local Pottery Barns gave me a different story about the seat cushions on the PB Basic sofa. I finally gave up on getting accurate information from a live sales person and ordered the sofa online.
Well, then it was bait and switch time. There was a hidden delivery charge and then insult upon injury, the delivery time promised when I ordered, was months later on the final confirmation. Luckily, I read the confirmation carefully because the delay was not mentioned. When I called customer service, they could not get any information to me about the delivery issue for two days. As if that wasn’t enough, their computer had conflicting sofa color information.
Is Pottery Barn trying to go out of business? Are they in financial trouble?
Used Unilocal to find a more reputable company. Great reviews for Rose Design in San Jose. Am looking forward to doing business with them.

Its a new year and its a new me. I’m in the market to redecorate my office. Its been two ½ years now with the same décor and I want a new attitude.
I get inspiration from Pottery Barn and that’s about it. I guarantee that I can find the same looks and styles at far cheaper prices. With my cell phone camera I can also snap shots of ideas they have on display.
The idea I have is the light cream color that they have painted on one of their faux living room scenes. Its a BM color, and by BM I mean Benjamin Moore. Which I matched in another manufactures paint already.
White furniture with red and black accents along with natural tones like wicker and silver are also mixed in.
Just look at my photos, you’ll get an idea of where I’m going.
But I’m toying with another idea that involves gray purple so this isn’t set in stone.
Now, I would probably not buy anything from here. The only thing I took from this location was photographs.
In the event I am going to use the above mentioned scheme for my office, I will come back and buy one of the pillows to use on my chair.
I promise Ill post photos when my office gets decorated.