Weve had a TERRIBLE experience shopping at Pottery Barn, both in store and online. We went to the store in Bethesda, were helped by someone named Caterina. Initially, she helped us with curtain rods and we purchased 2 curtains, 2 curtain rods and 2 sets of finials. One of each had to be sent to us from another store because they werent in stock at Bethesda. Caterina assured us everything would match, despite coming from different places.When we received the curtain rods and finials from the other store, THEY DIDNT MATCH. The curtain rods had OLD brackets that didnt match what we received from the store, which had NEW brackets. The finials also had a different finish. We had to go BACK to the store a second time to return those items. While we were there, Caterina gave us a hard time about returning the items and I had to say that I was extremely frustrated because she helped us and told us everything would match.So, she accepted the return and someone in the store placed an order for us online for a new curtain rod and finial. After almost a MONTH waiting for it to arrive, I finally received it and mounted both curtain rods only to find out that the one that was just shipped to us is DEFECTIVE! The set screws are jammed and do not loosen or tighten onto the curtain rod!I called customer service and they told me the curtain rods are now DISCONTINUED and the best they can do is allow me to return them. Now, I have to TAKE DOWN the curtain rods, PATCH THE HOLES and ship back one set with a return label, and then I have to GO TO THE STORE FOR A THIRD TIME to return the other curtain rod. THIS IS RIDICULOUS! I have spent almost two months just trying to get two curtain rods and have WASTED SO MUCH TIME AND MONEY.

I furnished my childrens bedroom with furniture from pottery Barn. The best decision we ever made with furnitures.

Impulse buy go figure but the store agent was awesome. She helped me with my trade account and purchase.

Very nice Shop, clean place, very good customer service Reps, restrooms, wheelchair acceptable very good selection of things to suits your needs

Moustapha, who works at Pottery Barn Bethesda, MD, is AWESOME. I live in North Little Rock, AR. I have been searching for a particular item that Pottery Barn sells. An online Pottery Barn representative told me the item I need is in the Bethesda PB. Yay!!! I called yesterday and Moustapha was very helpful. He took my request and promised to call me back with status. He did call and said he could not find the items but that he would check with someone else and call me back today. True to his word, Moustapha called and said he found them. He and I just hung up. He said to check my email for shipping confirmation and the items should arrive Monday!!!! Yay!!!! Im so grateful! Thank you, Moustapha!

Very helpful staff and clear markings for social distancing and face masks.

My husband and I went to Pottery Barn this morning with our toddler in tow. We had a fairly clear idea of what we wanted in a living room set and the budget we wanted to stick to. This was the 7th furniture store we visited and finally found just what we were looking for. PROS: This location has two floors with a good number of sofa sets available to test drive and numerous options for fabric. We loved having the ability to customize the furniture to make it exactly what we were looking for at a price we could feel good about (different fabrics have different price tags). We were assisted by Kassie, who was very personable, professional, and extremely helpful. She made the experience of customizing the living room set easy, enjoyable, and kept us in our budget! We will definitely work with her for all of our future purchases. CONS: Yes, this gorgeous furniture comes with a price tag (you get what you pay for, right?), BUT we were very lucky to purchase during a 25% off promotion, which made the price very affordable so look for the sales/ sign up for their emails. Also, I could certainly see what some customers have complained about regarding staff. Some of the staff seemed a little snooty and would walk right past us without a greeting or offering assistance. Again, Kassie was not like that at all, so just look for an associate who seems happy to help. Finally, Pottery Barn Kids is completely separate and unable to combine orders with PB so you will pay twice for shipping if you order from both. OVERALL, we will definitely shop here again and would recommend PB Bathesda to our friends.

Beautiful store items.Staff, friendly, helpful. Sale going on.

Great furniture but you pay for it.

If I could give Pottery Barn no stars, I would. This company is a complete JOKE! My employer purchased an item as a thank you for one of our providers in January, It is now August and we have not received anything. When we have called, they inform us that the item is waiting to be delivered but when you talk to their delivery company, they dont have the item to deliver. When I called customer service and asked for a manager, they put me on hold. Theyd return every 7-10 min saying Waiting for a manager to pick up the call. It took an hr to get a manager. Absolute worst customer service EVER! DO NOT PURCHASE FROM THIS COMPANY

This is our go to Pottery Barn store. The store is laid out well tho a bit too busy to move around freely. But space is a at premium in Bethesda :)The store is sometimes not adequately staffed - specially afternoons on weekdays. And getting help right away can be a challenge. But the staff is friendly and always willing to help.On our most recent visit, we needed help buying a bed headboard and frame we the folks here helped us out making a selection. We wanted to checkout the swatches for the beds and the salesperson was very patient and answered all our questions!We like the quality of their products and appreciate the customer service :)

Great service.

Staff was very friendly. Id never been inside a Pottery Barn and was a bit shocked at the high prices, but then I rarely shop, so what do I know?

This is a great store in an urban setting. They have great home furnishings for bed, bath, living room etc. We love their furniture. Great for gifts too (we love the blankets and candles). Staff offers free in-home design consultations with no strings attached.

Once you get waited on ...The newest staff person friendly and helpful. The others must have had a long day. However, my time is too valuable to waste.-- parking I found was not convenient, perhaps there is a garagevclise by - no mention when I called for how late they were open.

Staff was very helpful. Wish they had a Charleston couch to try out but I realize you cant have one of everything in store. Store is pretty large. Ice cream across the street!

Love the store, wish it was bigger! My wife and I have had interactions with at least 5 or 6 staff members, including a couple managers (Brandon n Ashley) and all have been great!We bought a couple of leather couches and now were going back for a table. Lots of great restaurants nearby as well.

Not sure what the fuss is about the customer service. I shop with the Bethesda store always and have bought furniture to other goods there always to be shipped to AL. The managers Suzette and Carlos will help you anyway they can along with Brandon and Gus. Once I shipped an oversized bowl that was not securely wrapped and was broken upon arrival, stopped in, showed a picture and Carlos immediately sent another bowl that arrived in 2 days packed correctly. Some say the associates are not doing anything, but I know to complete a send sale purchase of maybe 18 items it does take a while and then when I need additional pieces to be searched and come from other locations to make sets for example all takes lots of time. I have seen 30 minutes to complete my one transaction. If you need something just ask and they will help you out, sometimes their mind may be on searching items out. Maybe some people need to be more considerate and just think maybe they are helping another customer that is not presently in the store.

Was trying to find a Tibetan stool to match my current Tibetan stools that i purchased years ago. PB recently updated the stool and the new one is 1 taller and constructed differently. I know Bethesda has 1 of the older styles in stock that Im looking for and it happens to be their display. When I called the woman on the phone was clearly not remotely knowledgeable of their product and said they cant sell the display. I reiterated if theyre using that as a display its actually different from the one a customer would receive if they purchased it as they changed that model. She could not understand or follow the conversation and abruptly ended the call by rudely telling me they dont sell the display. Rest assured - i will never step foot in the Bethesda store.

Absolutely love this store. Love frills and layout. The service is amazing.

My Buchanan Roll Arm twin sleeper chair was delivered with defective workmanship. I brought the delivered cushion into the store to compare with a floor model chair. Just look at the poor seaming which makes the cushion sit unevenly. It is overstuffed to the point of being uncomfortable. Not at all like the very comfortable chair I am sitting in at the Bethesda Pottery Barn. The seat cushion on my delivered chair is too stiff, again not at all like the store cushion. My very lovely salesperson is working on the remedy and Ill let you know how that works out. Mine is the second complaint on this chair, at this store. Maybe the initals on the inner tag will help identify who is doing this work.

Very nice store. I always enjoy shopping there.

Very judgy and snobby here. they got visibly angry when two jewish women sat on a couch. very telling about how they do business.

Always Rude. I am an interior designer, and I travel to Bethesda periodically for a client. Twice I have had to exchange product and once was buying accessories. Most of the time you are ignored. When you need help, its as if you asked them for the world, and just now, I called (and after about 100 rings someone answered) to ask if they carried any flush mount lighting in store. The girl quickly answered, No we dont. Try Annapolis. When I said thank you, she just hung up.

Really disappointed in the lack of effort the staff made in giving me a gift receipt for an online order. They were glib about my apparent error in the online purchase and offered no solution.

Super nice, great location, buy anything from home decor to furniture and more! Amazing!

Highly disappointed with Pottery Barn in Bethesda. The customer service is awful. The workers are rude and come off as miserable. I asked the woman with the short blonde hair if I could have some help with something I wanted to purchase. When I asked, Excuse me, could you help me? she responded with, What do you need in the most annoyed tone of voice. It was almost as if I offended her by asking for her assistance. Unfortunately, this is not the first time that this has happened in this store. I will no longer be giving my money to this Pottery Barn.

I was extremely disappointed with my experience at this Pottery Barn. I came into the store intending to buy a chair that day with a swivel. I was looking around the store and a woman with short blonde hair came up and I asked her if they had a chair with a swivel. The woman just said no, we dont have that, and then turned and walked away without saying anything else. I looked online after leaving the store and found that Pottery Barn does indeed have chairs with swivel in Pottery Barn and Pottery Barn kids. Im not sure why this woman told me that Pottery Barn had no chairs with a swivel, but I was so appalled at this rudeness and will most certainly be looking elsewhere for this chair. I have always loved Pottery Barn chairs but after being so rudely dismissed I do not ever want to go into this Pottery Barn again.

I love pottery barn, but the customer service is terrible at this location. They only speak to you when you speak to them, most of the available clerks including the manager stayed behind counter at least 5mins before I was greeted(there werent any customers at the counter). The two sales associates i encountered were not knowledgeable about sales or products. I shop at pottery barn a lot and these reps were not friendly. Annapolis pottery barn is the complete opposite - friendly, knowledgeable and helpful. This experience made me not want to ever visit this store again.

I was anxious because I am relocating and I just had an issue with my previous PB order that I canceled due to missing parts and some other issues. The stress of moving is getting a toll on me and the staff were so friendly that I felt at ease. I was greeted with one of the male staff and I regretted that I was not able to ask for his name. He showed me around and referred me to Kathleen ONeill who spent time in determining what I need and did a wonderful job. I felt that the service is professional yet personalized to serve my needs.I have been to another PB store and I felt that the staff were in a hurry there. I also made calls to other PB stores but the response was just a mediocre standardized answer to my inquiry. With Kathleen, she made it a point to sit down with me and intiated a helpful conversation that made me feel that she is after my best interests. Yi Song, PB Kids General Manager, has this cheerful friendly mood that makes you feel you are welcome.

Kate was awesome, very helpful and knowledgeable about the furniture

The wait at the registers are often very long but it is lovely to browse through the store.

I find everyone in this store to be extremely pleasant and helpful...it is one of my favorite Pottery Barn locations.I bough a lot of furniture and even had to return one piece and everyone was very helpful.

Beautiful furniture, guality is good however greatly overpriced. No catalogues in place and short-staffed. Few sales.

The service in the store is terrible. Their systems are so inefficient and half of there staff has no clue on what’s going on. They spent over 30 mins with customer service for an exchange that we were doing for a product they already had in stock.Similar experience when we were returning our wedding registry gifts. Each time we have to drive 45 mins to come to this store and we were forced multiple times just to be turned away.I dread coming here every time.

Great customer service. They are very patient here!

Dont expect to get any service here, my assumption is that they are understaffed, or their staff hides in the break room all day. I waited 15 minutes at the register to make a purchase, and couldnt even find anyone in passing to say, hey, id like to check out. moreover, the phone behind the desk was ringing nonstop, never being answered.

The store was stylish and nicely laid out, but I found the merchandise to be bland and a bit overpriced.

Great location with big showroom and good customer service.

Great customer service and a beautiful store.

Really nice stuff but the prices are just too high.

Wonderful employees, they went above and beyond, highly recommend

Went to Kids lots of good stuff!

I love this store buts its a bit pricey

The staff and sales people are helpful; the manager/customer service is horrible.

The service at this store is pretty mediocre. I called looking for a reindeer stocking holder I saw online that wasnt available to order online anymore. First off, the website does not provide item numbers for you to reference when calling so you have to describe the item for the associate to research which creates an additional hassle. Anyway, the associate said they didnt have any. So I called the general pottery barn customer service number to try and find other locations that had it. The associate there found the item, gave me the item number and said that the Bethesda location was reporting having more than 20 in stock. So I called the store back and told them this. Magically they found them. I went in to pick them up and while I was there I asked the lady if she could find the santa sleigh stocking holder that goes with the set to add to my order. She asked another associate about it and I heard her say they had 6 in stock somewhere but she couldnt find them earlier today. The lady then came back and said they just didnt have any. Didnt even attempt to look or find it for me anywhere else. For the price level of this store, service should be way better. I wouldnt bother shopping here, ordering online is your best bet.

Nice selection with friendly, helpful employees. I do think their products are a bit over priced.

Helpful staff and easy to reach location. Due to the convenient location the store tends to get crowded with lot of people loitering.

Great store for all your home needs

Very busy and congested area with lots of traffic and construction. Salespeople were friendly, but busy with other things. Selection in store in very limited and surplus is actually off-site and down the street.

Wow PB Bethesda ... if your sales are low the reason could be your sales staff. I went in to do an exchange and the woman at the counter acted like she was doing me a favor. She questioned whether a lamp I purchased from PB online was in fact a PB product (it was). Bottom line is store seems understaffed and the staff member I dealt with was snotty and rude!

Nice items, but too expensive

Great store, large selection.

Not wheelchair friendly. The displays are too tight.

The style never change! And too expensive for the quality!

The most rude sales assistant ever

Nice location

Nobody was available to wait on us.

Dissapointing selection at this location

Great location!

5 sales associates, 1.5 hours and one employee argument and we still still dont have our 2 curtain rings. Avoid this place like a Trump rally. Buy online.

Nothing special

Nice furniture, but expensive

Awesome storage

Not the greatest

Attached to a Pottery Barn Kids

Excellent service