Pottery Barn

Went into the store this morning around 10:30am with intentions of purchasing a 5 piece bedroom set as well as curtains. Not one person asked me if I needed help or assistance. When I asked for help with curtains, the employee genuinely seemed so annoyed. There were 3 employees, one of them being the manager, sitting at the back work table bickering over pay. They really missed out on a large commission. I’ll take my business elsewhere.

Chairs were wobbly, Stools were literally hurting us as we sat on it, and customer services were of no service at all. I can't believe how long we spent dealing with this company, it is a waste of time and money. BUY SOMEWHERE ELSE!

I purchased a Carmel Sectional in October 2024. I custom ordered the sectional to meet my measurements. I finally recieved the sectional in December and it was not anything I ordered. Pottery Barn sent me a Carmel Lounger that is diagonal in the back corner wedge instead of L shape in the back of the large wedge. None of the measurements were correct. The arm sizes per online were suppose to be 9.25 and they were 8inches. The wedge in the corner was suppose to be L-shaped but it was diagonal. I called multiple times spoke with multiple people. Extremely frustrating extremely disappointed. No one would help. Then I continue getting the run around. I went to the local Pottery Barn just to be told nothing they can do but create a claim number. When I ordered it in the store. Then finally had a customer service lady reorder the large wedge just to wait months again to recieve the same piece as I already have. So I call again, I email District manager to just be put to another person in furniture customer service that was at first extremely rude and refused to help until I submitted photos and emails from Pottery Barn assuring me my original order would be correct to only recieved incorrect. So after this person recieved feedback from I’m assuming cooperate she reordered my sectional again just to recieve the large wedge and loveseat incorrect measurement again for the 3rd time. This is very frustrating and extremely ridiculous.

Tried to cancel a back order over the phone that never shipped with Pottery Barn. Good luck with customer service, can barely understand them and I was asked for every type verification just shy of my SS#. Very difficult to deal with C/S despite my X-Mas stuff not shipping till after X-Mas and some not arriving till after X-Mas. Delayed many times and zero reason a cancellation or return can’t be more seamless, this is clearly by design. Won’t be purchasing anything further from PB, if this is the experience.

Maybe my favorite store. I think my house looks kind of like Pottery Barn.

We ordered a bed for my 9 year old daughter back in March and it was on back order. Finally in June I got the notification that it was getting ready to ship so of course my credit card was then charged. I set up the appt for July 13th from 11:30-1:30 for it to be delivered and my daughter was so excited. This was her first new bed and she picked it out herself. We took her old bed down and had promised it and her dresser to a college student in need! The day before she went out and bought some things for her new bed that would surely be at our house the next day. That Friday before I received a phone call from the Olive branch, MS hub where her bed was coming from to let us know that there were already minor damages on the bed but that they would still deliver the bed to us the next day and then order a replacement for it to come. I spoke to 2 people at that hub that assured me that we would still get the bed on July 13th as scheduled and then our replacement bed in about 2 weeks. So July 13th 11:30am comes and my daughter is sooooo excited. We started tracking the delivery truck to see when it would be headed to our house. It gets to be 12:30 and the delivery truck has gone to several surrounding towns but still not ours. 1:30 gets here and still no bed from pottery barn. I assured her that sometimes they can run late but that it’s still coming. No one had called to tell me otherwise. Finally several more hours had passed and the delivery truck was in a neighboring town and I thought surely we are next. It got to be 5pm and that truck was still at the same place so I was able to get in touch with the delivery center. They promised us that we were the next stop. My daughter and I watched that truck drive right on out of town back to Olive Branch, MS on that real time app and never came to us. My heart was broken for her! She cried so much and didn’t understand how she had been forgotten. The delivery center of course was now closed so I called customer service. They said they were sorry and that I should have been notified by the drivers if they weren’t going to be delivering the bed. I promptly cancelled that order with pottery barn and the next day went and found my daughter a bed at Rooms to go. That’s where we usually buy our furniture and obviously I will NEVER use pottery barn again. I did reach out to the hub in olive branch on that Monday and was told that the manager would call me. Of course he didn’t so I called back the next day and was given his cell phone number directly. Jonathan told me how sorry he was and that he was looking into it. Even told me that he wanted to do something nice for us because of all the trouble we had been through. Promised me he would call the next day with the reason as to why this occurred and guess what? He never called. I have since tried calling him and left him a voicemail to please call me back and explain what happened to the bed, but the terrible manager that he is has yet to return my phone call! I am saying all this to let people know what happened when we took a chance with buying EXPENSIVE furniture from pottery barn. It’s been the worst experience with a furniture store ever!!!!!!!!!!!

Most Pottery Barns I’ve been to, customer service is not their specialty. This one was no different. I got what I needed but still hoping they could change up the customer relations part..

A headboard I ordered 4 months ago was finally delivered WITHOUT the hardware to attach to the wall. I had specifically discussed the need to attach to the wall when I purchased and was assured the hardware would be included. After going to the store at the Summit to see if they had the hardware I was told the headboard didn’t include the hardware and that I was welcome to return the headboard-AFTER WAITING 4 MONTHS!