Waited 5 months for a sofa and table. Delivery people dropped it and damaged it. I cancelled / rejected the order and they still have not refunded me in 6 weeks. Worst experience ever

Beware of defective furniture returns/exchanges! Not specifically Avalon, Pottery Barn as a whole. Ordered four chairs, one is defective and needed to be exchanged. Cant be returned to the store. They dont provide packing materials (boxes discarded in December). They wont process the exchange until they receive the defective product back, so Im without a kitchen chair for weeks. Wont allow me to purchase a new one and authorize free shipping or reimburse shipping costs (since its a replacement after all...). The worse customer service for a defective product. Most companies would ship the new item, allow you to use the new box to return the old item and credit when item is received back. Most companies would allow you to return to the store, thats part of the reason I chose to do business with a company that has an actual store. Buyer Beware.

Dealt with Richard the manager and Tricia one of the sales agents at this store. They took great care of me and salt some challenges that they didnt have to. Great store great people.

The designers are wonderful in every way. The staff helpful and very friendly, very important to all that walk in the door. I love pottery barn spent many hours in the Lenox store, and very excited to now live near the Avalon location 😀. I just love to wander in pick up a few things or redo my bedroom.

Due to covid I brought back some items passed 30 days, unopened and with receipt. Manager Nicole told me Pottery barn will not even give store credit! She told me I would have to buy something same day and those items would be final sale. She is extremely condescending, and bitter, does not belong in the retail world. Nicole if you don’t love your job just don’t come to work. I did not have time to waste and argue. If this is really Pottery Barn policy it’s not acceptable.

I came in today to purchase drapes and have a custom order done for my home, as I have 3 rooms I need outfitted. I did a lot of research before coming because I wanted good quality. There were 3 employees that were standing near the drapery section not doing anything, so I thought I would get greeted or have someone help me with my order. That was not the case. I was in the store roughly 10 minutes looking at fabrics and drapes and not one person said anything to me. As I started to walk out the door a little frustrated a lady finally asked if I needed any help... the same lady that saw me walk in and go straight to the custom section. I did, but have decided to take my business elsewhere now. It’s unfortunate that the customer service is not up to par. I hope that other customers are not treated the same way I was. I may have felt differently and not written this review if they were very busy, but with employees in the store outweighed customers. I need to mention that this is the only PB store I’ve been in where I did not receive exceptional customer service.

Treated rudely by a visual manager (no eye contact, short and quick tempered with the kind associate who helped me, only reason you got 2 stars instead of 1- thankful for the sweet young man) while making a return from online in store. Not my problem that your manager cannot instruct customers properly on return procedures when they call in advance to ask about returns. I know people are very stressed right now but it’s no excuse to be rude to the general public (and a loyal customer) when you’re having a bad day. Please, corporate pottery barn, train your employees on emotion regulation skills and customer support!!!!!!

Poor customer service. Drove from downtown to get an item they said they had in stock. The lady in the back looked for maybe 2 minutes and they said she couldn’t find it. Instead, I was offered to order it online and pay for shipping. Will stick to the buckhead store from now on

Big fan of potterybarn and I realized that pop up brach discount season deal is better than black Friday. Unfortunately, I missed the October store discount sales chance and I still waiting for the 2021 brach store sale once agaib.

Terrible Custumer service. Very rude lady. Try to return an item and nothing more that bad attitude very disappointed for such an expensive place. the least you expect is a nice staff.

Beautiful displays, great products......however the staff was super slow to even realize we were in the store. I wandered around the store with my friend for 10 minutes before anyone asked if we needed help finding anything. Once acknowledged the staff was very friendly and helpful - it just took them a long time to approach us.

Poor customer service or perhaps poor service providers

Didn’t even get in the door. Empty store from what I could see with an “by appointment only” sign out front. Called the number on the sign. Stated we just wanted to browse. Lady on the phone asked a male employee, stating we just wanted to browse. Heard him laugh and say no. Never made it in the store that day

Amazing staff! Went out of their way to make our shopping experience a great one. Wish more retailers/competitors we like them

Kristin was really helpful and patient with us.

Some of the worst customer service I have ever experienced. Walked around the Pottery Barn store at AVALON for 15 minutes and no one asked if I needed any help . When I went to ask for someone to help me they were rude and snotty. Manager shouldnt be in the position she is in if she cant make her staff more receptive to their customers. I have always heard this about the AVALON store and now I know its true! Wont be back any time soon.

PB products are okay but their customer service dept is horrible to deal with. We made multiple purchases over many years in the past but their serivce is only getting worse. Plus these customer service reps sound like they work out of their own home and not being professional in any way. Just horrible...

I have been so disappointed with my experiences recently with Pottery Barn. First, it is such a process trying to return an item ordered online to a store. Second, so many items on their website are on backorder. I just ordered two pillow covers that were to be shipped out the next day. The day they were suppose to be shipped, I receive an email that the items are out of stock for the foreseeable future. Why would you keep an item that is sold out on your website for someone to order?? If an item is not available, do not advertise that it is. Finally, I ordered a dresser and changing table topper from PBKids in January. It was not scheduled to ship until late March. The day after I scheduled the delivery I received a call saying that the topper had been recalled, but I could not find any recall information for the topper on the website. I just find it extremely convenient that right before it was suppose to ship, it mysteriously gets recalled for a vague safety reason.

Pretty things. Awful inflexible return policy. Received gifts from our wedding. Brought them in unopened. Would not provide even a store credit unless we had the receipt.

Great customer service experience. Staff is really helpful and provide with great ideas.

Wonderful customer service! Nina was very helpful! Thank you!

Usually, when I enter a furniture store, I am overwhelmed with offers of help, with salespeople zealous to steer me to what I am looking for!Today, with only two other customers in the store, NONE of the people even made eye contact with me! After browsing for ten minutes a sweet lady named Beverly came to assist me; but after about three minutes had to join a phone conversation and spent time for quite awhile on the phone with this person, again, leaving me to wander the store.This experience put a horrible taste in my mouth for this company...thankfully there is a lot of competition in Alpharetta!

Great customer service.

Associates are unfriendly and unhelpful.I go to the store in Buckhead now, it is worth the drive.

Nice

Its just the worst

Best furniture in the town

Bad customer service

Too expensive

Has lots of stuff