Pottery Barn

Design service was wonderful but it's been 3 months and I haven't received my order. Nobody in store can give me an answer as to where it is or even what stage of the process a custom order is on. I understand why custom orders can't be cancelled, but there's been 4 delays and I can't even get an update if my order has even been started on and that's a major problem.

I had a great experience at this Pottery Barn location today. I was able to walk around and look at all the pieces on my own and appreciated that the staff wasn’t overwhelming and checking in on me at every second. When I settled on what I really wanted, the new associate on the floor made sure to come over to ask how I was doing and if I needed help. He came back to check on me later to see if had any questions and that I could come to him whenever. Many other associates were busy helping other customers and I never felt pushed aside or rushed out of the store because of that. When I did finally have a question, my husband and I went to an available associate, Rebecca, who was a tremendous help and so easy to talk to. I hope I catch her the next time I’m in the store, especially if I decide to make my purchase there instead of online.

Each time I have been to this location, the staff have been extremely rude. I went to purchase dishes and it took 20 minutes to get an employee, all of which were too busy chatting with each other. When an employee finally decided to grace me with her presence, she was incredibly disrespectful and rude. I asked if they had dishes in sets, she looked at me like I was insane and asked what I meant. I said, "I am looking to purchase a set of dishes. Do you have them in sets ?" Again, she looked at me like I was crazy and said she didn’t understand, that PB has plenty of dishes and then pointed at the wall. I went next door to William Sonoma. Stay away.

This store is expensive! However, it's super high quality! Many of the staff are not very friendly or helpful unless they think you're actually serious or have the money to afford it. They never take me seriously and are pretty rude to me or even ignore me. It's very off-putting considering I'm seriously looking at purchasing furniture from them.

I ordered the Westwood Square Arm Sofa expecting the sofa to be as comfortable as the one in the store and to be the color I ordered. The sofa was delivered in Yellow, not the deep Tan as I ordered it. And it’s Rock Hard. I’ve been waiting for a month for Pottery Barn to take care of my issue. Today I finally received an answer. They are Not standing by their product. The answer they gave me regarding the comfort was to just sit on it. The answer regarding the color was that it was the same color as I ordered. Look at the photos, you be the judge. I got screwed. Do Not buy furniture from Pottery Barn or Sutter Street the manufacturer of the sofa based in NC.

Customer service is awful at this store. Had an appointment with Luis to answer some questions we had before we made a purchase. We got the impression he just wanted to finish the appointment as quickly as possible and he didn’t seem like he wanted to answer our questions. He told us he had to call corporate to answer one of them and he’d get back to us that week. It’s been over a month with no reply. He ended up ghosting us and never reached back out again. I emailed him directly 2 times to follow up and still no response. If you just want to browse the store I don’t have a problem coming here. But if you need to make an appointment for anything I’d strongly recommend going elsewhere.

Amazing customer service!! Encountered 5 different people, all of whom were helpful, and appreciated the complementary gift wrapping!