Pottery Barn is a wonderful store that offers great customer service and product selection. Recently I purchased a large shelving and storage furniture piece and, of course, the design associate, Deonne, provided great insight and service. However, when the furniture was delivered, two of the pieces didn’t quite match. When I called the store, I learned my design associate was out for a few days. The PB associate I spoke to, Caddie, offer to help. Caddie worked with a manager, Tiffany, to arrange for two more pieces to be delivered. Both of them took care of everything, going above and beyond and providing exceptional service. The pieces were switched out and the final shelving/storage furniture unit looks beautiful and perfect in the Great Room. (Incidentally, the new furniture replaced an older Pottery Barn entertainment center!!!).

Arrived there this morning. 6 associates were present. I was totally ignored. Absolutely no one greeted me, looked my way or asked if they could help me. I was planning to purchase bedding, would have spent quite a bit. Two women were in the back of the store on their phones. Never looked up. I went to the front desk and asked for a manager. A woman (whom I assume was in management) asked if she could help me. I shared the experience. Another woman standing next to her said “I never saw you walk in”. It was like she didn’t believe me! The manager said she was sorry and that was it. No one even after what I told her, did anyone ask if they could help me. I am in salon management and have been for years. I would have written all 6 of them up. Plenty of other places to shop.

Poor retail experience!! Do not order anything with this company and expect any level of customer service. Our special order of furniture has yielded only random, unexplained charges to our credit card and being over charged in sales tax. When the store was contacted the response was “that’s how it’s done”. When I asked for detail charges so that I could keep track of individual pieces of the order as they charged them randomly I was told “that’s not how we do it”. Never again

In the process of remodeling a lot of nice stuff in here pricey

Great store, a little pricey for most of my tastes

Pottery Barn used to be amazing. But beware, at times you can find the exact same item on Wayfair for a lot cheaper then PB price. Also the same item I found on Wayfair I originally bought at PB (a lamp) the quality was mediocre at best. Since I want that particular look I can accept WF’s price but for PB’s “exceptional” quality I’m surprised they would have even sold this item.

Sales person patient and helpful.Several pottery barns have closed. You have to shop in the store to support them.

Very nice store. More quality to the products than I perceived. I wasnt shopping as much as window shopping but they have items I definitely like!

I love Pottery Barn! I am in love with their bedding selections and blankets :)

Not recommended. Staff is not friendly (at least the one I came into contact with today when I accidentally pulled on the door 10 minutes before they opened; a lady with brunette hair working up front came with a very cold we open at 11). When I returned, nobody ever offered to help during the 15 minutes I was looking at lamps. Not a single word or acknowledgement. I was actually interested in purchasing a very expensive lamp, but decided I would take my business elsewhere. For what its worth, I was dressed in my exercise clothes today from being on the go and working out, so its possible they took my appearance for someone without money to spend, and if thats the case, shame on them.

I’d strongly stay away from ordering any products from Pottery Barn. I ordered a couch from here. They gave me delivery dates. They then extended the delivery dates twice to exceed my wait more than an extra month from the original delivery date. When I called and talked to a customer service rep she told me they typically just guess at delivery dates and it’s always delayed. When I asked if Pottery Barn does anything to compensate for being delayed she said no. I said, “Let me get this straight. You basically give unrealistic dates and it’s always delayed?” She confirmed. Pottery Barn and it’s affiliates lost a customer today and it’s a shame because this was my first experience with the company.10/25 addition to this last post. Still no couch. I’ve talked to numerous customer service people. One told me “it’s approaching holiday season so we are super busy” I ordered my couch on Aug 1. I asked for a manager. On hold for 30 min. And a “manger” said the only thing she could do was send an email and it’s take 5-7 business days for that to be returned. 5-7 business days for an email return...let that sink in. When I called back a couple days later to check on my couch I asked if Satima, the lady who told me it takes 5-7 business days for an email return from shipping, was a manager and the customer service rep who I was talking to told me she was not a manager. So when asked for a manager I was just passed along. Shocker.So if you’ve made it this far in the review you honestly deserve to treat yourself better than Pottery Barn has treated us and get whatever furniture you’re wanting elsewhere. This place is high priced fluff with zero integrity.

I ordered two robes, I entered the promo code for free shipping for order over $79 and it said invalid. I looked at my totals and it showed $0 for shipping, so I presumed the discount occurred automatically. However, I receive my PayPal notification and see that I’m charged $21 for shipping/handling. I called customer service and nothing can be done. Well, I will be retuning the items and buying from a store with better customer service. Lost a customer for life!

They helped me find an entertainment console that day. Was so happy they had ok be in stock. Design consultant came over and answered my questions no in the store. Amazing service

I wish I could leave zero stars!!!!!Im an Interior Designer and have provided furniture for commercial and residential projects for more than 20 years, and IVE NEVER HAD SUCH POOR SERVICE AND BOLD FACE LIES - AND COMPLETE IGNORANCE AS TO WHAT THEIR COMPANY IS DOING - OR SHOULD i SAY - NOT DOING!!!!Also, its not like this is a couple hundred dollars were talking about for a sofa.... This is expensive furniture to be jackin around the customer with.Why didnt I read these reviews before I placed my order?????? They are 100% accurate with the exact same thing Im dealing with. Sofa was supposed to arrive 11/9/20 - it didnt. Ive called repeatedly, and no one can give me solid answers where its at. They keep promising to call the next day with an update - NEVER HAVE THEY CALLED. The item was in stock when I ordered it - I ordered a lesser desirable color because it was in stock. Ive been informed by their customer service that their website is NOT ACCURATE OR UP TO DATE! They wont let me pick up the half of the sofa that is here at the hub so that I at least have something to sit on.The furniture is from another vendor and they wont give me the name. They are telling me that their vendors dont ship anything until PB reaches out to them and asks that they go ahead and ship it - BUT PB HAS NO RECORD OF THE 3 TIMES I WAS TOLD BY THEIR CUSTOMER SERVICE THAT THEY ARE REACHING OUT TO THE VENDOR TO DIRECT A SHIPMENT OR FOR AN UPDATE. NO RECORD OF 3 PROMISES!!!!!!! WHAT THE WHAT?????!!!!!.WILL NOT ORDER FROM POTTERY BARN ONLINE EVER AGAIN!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!Im an Interior Designer and have provided furniture for commercial and residential projects for more than 20 years, and IVE NEVER HAD SUCH POOR SERVICE AND BOLD FACE LIES - AND COMPLETE IGNORANCE AS TO WHAT THEIR COMPANY IS DOING - OR SHOULD i SAY - NOT DOING!!!!

We ordered couch in 7/3 ($2000) and still didn’t get it 10/4.I asked “when can I get it”, they said they didn’t know.I asked “can I return it?”, they said “it customized product so you cannot return it”. (I didn’t know and no one explained. If someone want to buy Pottery Barn, keep in mind. You CANNOT RETURN it).So.... we still waiting our couch for 3 months and still don’t know when it come.I wish it doesn’t happen to you.

My wife had a bad experience with Pottery Barn today. With COVID going on she lost track of her reward certificate and noticed it had expired in October. When she called Pottery Barn to see if she could extend her rewards she was told sorry no exceptions. She earned the certificate by paying off the significant balance in her first payment. She was surprised by the response especially during the current pandemic. She has purchase many pieces of furniture over the years and for Pottery Barn to treat a long time client this way is unacceptable. She cancelled her Pottery Barn credit card today and will no longer do business with Pottery Barn, William Sonoma and West Elm. I am sure they don’t care.

Very friendly staff, however availability has changed due to covid-19.

Beautiful store, friendly staff!

Worst customer service EVER!!! This company outsources all of its furniture and does the worst job managing its manufacturing and delivery.Long story short we spent 6k on a couch and table only to find out two months later (it typically takes 6-8 weeks to deliver) that they didnt have the fabric we ordered.After many hours on-hold waiting for customer service to pick up, they asked us to re-order in a different color and to wait another 6-8 WEEKS!I WILL ABSOLUTELY NEVER PURCHASE ANYTHING FROM HERE AGAIN.

Steven is extremely knowledgeable and kind!!! Thank you

I purchased a desk online on May 25th. I never received that order. On July 16th I received an email that I was getting a replacement. A replacement for an order I never received. I then called Pottery Barn and asked them to cancel the order. I was told the order was cancelled and I would receive a refund. I never received the refund so I called again. Now they are telling me the desk is lost and they are refusing to give me my money back! I now have to file a claim with my bank. WORST CUSTOMER SERVICE EVER!

Terrible experience with delivery of media console furniture. PB sent 4 consoles via UPS instead of home delivery, first time it was sent the furniture was damaged also. Makes no sense at all since each console weighs about 60lbs, had to have a friend help me carry them into the house. Store sales lady was helpful initially then stopped responding to my calls. Considering the money spent service was horrible...definitely not worth the hassle. Thankfully customer service was able to help to some extent. Will take my business elsewhere for sure.

I adore pottery barn! The staff is great, the products are unique quality items. If you are looking for home decor, Pier 1 has amazing items that you wont find anywhere else. If youre looking for a house warming gift or just a gift in general, its a must! I could spend all day browsing around looking at everything!!!

My 90 young year mother and I drove up from St.Augustine to go to AtHome store, what a disaster that place was. Should have come to Pottery Barn first. Clean, well organized store with friendly staff and great customer service. Thank you Penny for going above and beyond helping my mom find a rug, it worked out perfect!

Left them 3 stars a year ago...Love the furniture but strongly dislike the lack of customer service. Have been in and out for years ready to purchase a mattress, king bed set and other furniture items. Today was once again that day. No greeting and no acknowledgement of our presence once again, so we left.

This place is very expensive. And when u walk in not one person looked up and welcomed me in I was in the store for 30 min not one person offered to help me out or ask what I was looming for very poor customer service. They were all by the counter talking and there were 2managers in the store that night working what a sad bunch of employees.............. and we wonder why people shop on line a stores are closing....I give them a zero

Be careful ordering anything from their online store. I have ordered online now 3 times and every time I receive items that are damaged and destroyed. Getting a rep on the phone to take care of the matter is like pulling teeth. I have now spent over 2 hours on the phone but to no avail.

Extremely Poor Service and constant runaround. Bought a set of personalized items online, but one color was in store purchase only. Went to this store to purchase the item, but was told the online sale price was online only and the item would be on sale in the store before the holiday so dont worry. Waited several weeks for item to go sale in the store, called the store to verify it was in stock and was told the online price and store price are always the same. Was also told several new people have been hired and we should always ask to speak to the manager. Wasted time again traveling to the store again only to find out personalization is not available in store and we would need to take the item elsewhere to have it personalized. The exorbitant prices here should drive exceptional service.

Good selection of items. Well laid out, too. If we didnt live so far away we would have purchased some items.

The sales people in this store are great. I am baffled by people who say they are rude, especially so to those who arent dressed well. Whether dressed in jeans and a tee shirt or in business clothes, the sales people treat me well. I was shopping for drapes today by phone, both Fran and Terry helped me. We realized these drapes are not stocked in the stores, only on-line. I find Pottery Barn a great shopping experience, especially in the Jacksonville store. Keep doing what you do in PB and Ill be a customer.

Filled with Christmas spirit..

Dont sell hardware for their own beds. The bed is two years old and discontinued. I look at the assembly instructions for the newer beds on their website and its the exact same parts, but yet they wont sell them to me so I can put this bed together.

Ordered an Entertainment Center on May 6 with a mid July delivery estimate. Called to cancel order on May 22 and was told I would get a full refund. However...I was charged a $255.73 shipping fee and was told there were not exceptions to charging me this fee even when my delivery was not scheduled until mid July. Would not recommend purchasing anything with this unscrupulous company!!!

I LOVE Pottery Barn but I HATE shopping in this particular retail store. I end up buying online 99% of the time because I hate going in there. Ive had the same EXACT experience every time Ive gone in. The staff is NEVER friendly. They never smile, greet me or ask if I need help. At checkout, the cashiers barely mutter a word or give a smile. Is it that bad working there?? A smile or a hello goes a long way in making a customer feel comfortable and welcomed.And to top it off, this store doesnt carry even a quarter of what is sold online. They almost never have what I wanted online.

Unreliable customer service:Received items in a timely manner on 4/19/19. However, one item was incomplete, so I sent the one item(Pre-package item) back on 4/20/19. PB received returned item on 4/25/19. I called on 5/8/2019 to check on the status of my replacement item, and was told that the item was scheduled to be delivered on 5/13/2019(Monday). Monday came and went, called today(5/15/2019) to check on the status. Was told the item was never pushed through to be sent out, but they could have it rushed delivery by 05/17/19 or 05/18/19. The item s a Birthday gift,which is today(05/15/2019), and I will be out of town the days the item should be deliver!

Im in the process of furnishing one of our guest rooms and came into Pottery Barn to look at their peices in person that I had seen online and to potentially place an order. I walked in and attempted to navigate their show room and I only found 4 different beds on display. I proceeded to looking for a store associate for assistance in finding what beds they had that came in a full (the website does not have an option to filter by size). I was first approached by a man who worked there told me he would be right with me. I waited around a while, and he never came back. I woman who worked there and she said she could help me. I explained that I had already looked online and I was looking for a Full bed for a small guest room and wanted to know what they had available in a full since their website was not easy to navigate. After this was said, She walked me over to a computer and pulled up their store site. There was STILL no option to filter by size. I waited 10 minutes for her to come back. After she did not come back, I left and continued my furniture shopping elsewhere.

Be aware that these sales people work on commission. The store is clean and well organized and the prices are very high in my opinion.

Horrible service! No one can order the right stuff that you wanted and when you get it, it’s stained and dirty! Absolutely disgusting. Go to Arhuas

The man was so kind he helped me find the only table decor and on sale!

Unbelievable. The reviews are right about the customer service (or lack thereof). I spoke with someone over the phone and asked if they had an item that was on my friends online registry (I had an in-store discount I wanted to use). Unfortunately, they didnt have it. So I asked whether I could come in and order it through their store with my discount and have it shipped to the persons home, and she said of course they could. I got in my car, drove out to the mall, found parking, went in, and told her Id be buying two, one for myself and one for my friend... Oh, I thought you wanted to buy something else instead. Yeah, it would be the same as ordering it online so the in-store discount wont work. Period. Thats it. No alternate solutions. No offering to order it and have it at the store. No other suggestions. Nothing. Just a Sorry you drove all the way out here just to order it... You can purchase a gift card if you want. (How that would help me in my situation, I have no clue.) I would have been completely fine if I was told up front that I just simply couldnt use my in-store discount... but making me come all the way out there and then offering no alternate solution when I relied upon what you told me... Completely annoyed at their lack of customer service.

Wonderful place great things inside

I love the merchandise in this store, but the sales associates are rude. My boyfriend and I spent about a half hour walking around this location during the Holiday Extravaganza tonight. We watched the sales associates greet customers around us, but were completely ignored. I felt as if its because we were a young couple dressed in jeans. Do not discriminate against customers based on a perceived notion of dollars in their bank account. I was willing to make a purchase but changed my mind after the lack of service.

Even though they have nice furniture, the process is not worth it. I ordered a bedroom set from the store and specifically asked the associate if this item was available and not on back order because it was a gift for our son. She assured me many times I would have my order by June 13. Well that was nothing but a lie so she could make a sale. The set was actually on back order (which she knew and lied about) and I only found out from the fine print in an email Pottery Barn NEVER called to tell me. So the 14th came and no furniture so I called and they made up more excuses and now it will be the 17th. Well that ruined the birthday surprise. Then again I had to call to set up the delivery time TWICE and thats when they told me the dresser was damaged!!!! Now I have to wait until July 16 for the new dresser!!!! This is so beyond unacceptable!!!! Thank you Pottery Barn for ruining my kids birthday and I will NEVER shop here again!!!!

Love PB style...salespersons are quite helpful

We bought a desk and a chair and a book shelf from their store. Delivery for desk took almost one month but the quality is great.

Very nice and professional staff! A+

Purchased expensive drapes and on top received rood service and felt low willingness to help. Good customer service takes you a long way and brings customers back and I cant say the same for this store.

The service is really bad, for not saying another word. They are not helpful at all. Not busy and still they couldnt help me to find a product that I was willing to buy.

Great stuff. Price a little high but always very happy to help with what you need.

Same review, different day. Staff, store, products are wonderful but overpriced 🤷🏼‍♀️

Great selection. Timeless style!

Very friendly staff. Great customer service

Not impressive. Super rude customer service. It was apparent the sales associate had no interested in trying to help me.

Beautiful home furnishings.

Expensive but good Chinese products, if u like buying this type of product.

Order was delayed over 3 times and over a month late! If you want anything for a special event you CAN NOT count on POTTERY BARN to get it to you on time! Horrible service, never replied to my customer service message either! Never again!

Products are great, customer service is horrible unless you wear expensive clothes.

They annoce discount and finally they didnt.

Beautiful home accessories.

Great pottery barn

Fun place to visit

Same old boring stuff

Very poor customer service. Attempted to return something that unknowingly was out of their 30 day policy. I was reprimanded at length and told there were literally no options for store credit, etc. PB is our go to for gifts and home items, but will reconsider purchasing here in the future. There are too many options available to consumers to have such a negative experience.

Sales associate had no training or knowledge of the couches and sectionals

Enjoy browsing

Good selection

Interesting merchandise.

Excellent merchandise!

Lots of goodies

❤❤❤

It is always a great satisfaction to visit the store and buy because it always has very good discounts