Please do not purchase furniture! After 6 mo leather furniture faded from black to brown.( not in sunlight ) When I contacted Pottery barn NO ONE called me back or emailed me. I tried to contact sales person however the Burlington store had closed so sales person obviously could not help! I tried 3 times to call Pottery barn customer service stating that they would get back to me ! NEVER returned my call!! Wish i could leave pictures .. $5000 gone read more

I ordered an outdoor dining table from Pottery Barn the Burlington location in April of 2022 with an original delivery estimate of mid to late June. My credit card was charged thousands of dollars for this item in May of 2022. As of today, September 9 2022, the correct item has still not been received after incorrect item delivery, multiple occurrences of monthlong delays, and ZERO proactive communication . At this point, I consider this fraudulent activity by the company and have no indication that I will ever receive the item that I paid for. I have received both misinformation and extremely poor customer service when trying to work directly with the company. Throughout this period, I've talked to multiple members of customer support, including supervisors, who have not given me accurate information, have not followed up on their commitment to locate the item, and continue to insist on waiting more and more time. Avoid Pottery Barn and its affiliated companies at all costs. They have hoodwinked my family out of our hard-earned dollars and are exhibiting behavior that is nothing short of criminal. read more

I signed up for the design service - no one showed up and when I called they basically blew me off and said they wouldn't come. Why bother advertising a service when you can't deliver or show up? The person at the store was really rude. read more

Design services are a joke - a no show for guaranteed appointment, designer then has you come to store instead, promises plans to your specifications then emails you days later asking questions like she never met you. Total disappointment. read more

Can't leave a good review as they shoo'd us out within 5 minutes of getting there . I went with my interior designer on a Friday night at 6:50 pm( they close at 7:30) after work . The young lady asked what we needed we said we are here to look at some accents and she said " oh that's a BIG project , you should come back when you have more time". (?) we still went in and then another lady came to switch off the candles and suggested we leave as they were closing up . Now it's 7 pm . I have never had such bad customer service from the Salem Location. My designer said she would never take her clients to this store . They close way earlier than they are supposed to and are very unwelcoming . read more

Judith stayed late on a Sunday to help me find a new couch and pick out the coloring. I'm so appreciative to her! Thanks Judith! read more

IF WE COULD GIVE POTTERY BARN AND WEST ELM A NEGATIVE 10 WE WOULD. STAY AWAY! West Elm, Pottery Barn should be ashamed to be in the furniture business. I recently moved into a new home and ordered 15 pieces of furniture. Every piece came in defective. Then every replacement piece then came in defective. Some replacement pieces were sent back and never were delivered due to miscommunication from the Pottery Barn delivery team. Then they tried to pawn off their defective furniture on us by offering us an insulting 10% off for furniture that was ripped, not connecting properly, scratched with holes, off balance, pillows half stuffed. Even the delivery team said that their furniture now is always defective, poorly made, poor quality material, and there is zero quality control. They should have never made it to the customer in this condition. Run as fast as you can from all their brands. I was even promised by two different Senior Lead Specialists Jessica Lovette and Maria Moropezaschmidtethat they would make sure they would follow my case and communicate with me . Both never did. I emailed both repeatedly to ask them to call me or email back and nothing . The latest is that our replacement couch showed up this week that we have been waiting for the past six months. They couldn't find the fourth piece of the sectional. Then they called and tried to schedule a delivery of a love seat that we had already wanted picked up as this replacement came in worse than the original. The company doesn't care about their customers, they just want to drop off their furniture and hope that the unsuspecting customer doesn't inspect it. Buyer beware! read more

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Absolutely premium customer service with a commitment to ensuring customers receive quality items and have a pleasant experience shopping. The wonderful ladies which helped me and my partner this week have my greatest gratitude. I had almost given up hope trying to get an item that kept coming in with a light up issue that I really wanted but had no luck and they were able to get me a working one. They also helped me with other orders such as a pickup. The store has a spacious, well lit, clean, and organized feel. This was well worth the drive to this location and in a great location. They can definitely count on me being a returning customer as they have earned a place as one of my favorites! read more

Second visit to a Pottery Barn store in 24 hours and I faced more incompetent employees at this location not seen in years. This location is a cramped space in the corner of Burlington Mall and is loaded with a mess of stuff lodged into a space too small for the amount of stuff they are trying to sell. I went in to see if I could find baskets that fit under a table I bought and the employees here could not of been more worthless. The guy here was clueless and one of the women was dancing around not caring I was even in the store to assist me, signing to herself. What a joke Pottery Barn has turned into. Not sure I would ever bother to visit a store again seeing they hire lost employees. read more

Excluding the manager himself, the employees at this store are incompetent. We received some items off our wedding registry that we ultimately decided we didn't need. One item didn't have a receipt for one of the items and it took about an hour for the associates to figure out how to give us our $100 credit. At one point we were offered to get "$80 now or wait for a manager and we would be able to get the full $100". read more

I bought a carpet at Pottery Barn in May 2021 and it is worn out where my husband sits we take good care of it I've had Jude before from target And Pottery Barn and it lasted five years I gave the last Away so I called Pottery Barn spoke to the manager Cheryl and she said she could not give me an exchange or a refund because jute doesn't last I give the Pottery Barn know zero stars and I will never shop there again read more

Never got a chance to get in the store to leave a proper review...because they were closed an hour before the hours listed that they did. Drove 25mins out of my way to pick up an item I ordered online, so it warrants a negative review. And from what I can tell, I'm not the first to complain about this. read more

The Pottery Barn website states that they open at 10:00AM on weekdays. We drove for more that an hour arriving at 10:10 only to discover that the store doesn't actually open until 11:00 AM! The hours were not posted on the store, a cleaning person told us they didn't open until 11:00. read more

I called several times for curb side pick ups and the employee never mentionned there were specific spots. Sure enough I am parked somewhere else, I tell her where. Waited 20mn - called back: "I didn't find you on the curb side pick up spaces" - no you didn't mention there were any - and she didn't even call me to let me know!!! Finally found the right pick up parking space, she finds my car and comes down with just half of the order. You got to be kidding me right? Over 30mn of wait to pick up 3 outdoor lanterns. Pathetic. read more

My wife and I purchased a bathroom vanity with double sinks about 6 years ago. One of the sinks ( Foremost brand made in China ) cracked and then shattered recently. We reached out to Pottery Barn and the told us we can no longer order replacement sinks. They said they would contact Foremost to see what coulod be done. We never heard back from Pottery Barn; we now faced with replacing the entire top and two sinks since these cheap sinks are such an odd size no replacements are available. Don't buy from Pottery Barn....they won't stand behind what they sell to you. George & Liz P read more

I've been in line, waiting to check out for 25 minutes. Literally. There were two behind the counter. There were two running around on the sales floor. One behind the counter called at least 3 times for assistance ringing up customers. I appreciate her trying. Nobody came. The other lady was very abrasive. She made it feel like I was bothering her. I'm still in line. Maybe I'll get out of here before they close tonight...maybe... read more

I've been a loyal customer of PB for many years. To be fair, I've had mixed customer service at the Burlington location but recently, when not busy, the service has been very personable and helpful. Thank you! read more

I will never shop here again. The employees make a lot of mistakes, they all tell you something different, they don't follow up on issues without a lot of pestering, and even the manager lets things fall through the cracks. I'm going back to Jordan's Furniture, where I have never had a bad experience in furnishing my entire house over the years. read more

If I would give it a 0 if I could. The worst shopping experience I have ever had. I placed an order online for 12 napkins and they would not ship. I had to pick it up in the store. When I went to the Burlington store and there were only 8 napkins there. It took a half hour in the store as they searched for the other napkins, which they didn't have. I never received a notice of the change in the order (I would have saved myself a trip and cancelled it online or on the phone). I never received a receipt of what they actually charged my card (which was for 8 napkins). It took another 15 minutes to confirm they only charged for the 8. I was told they would email me a receipt while I was standing there. They didn't (I had to call my husband to check the credit card online). Then they refused to give me a receipt for the return. They said that would also need to be emailed to me. It wasn't. I called when I got home and they said the store should have given me a receipt, they couldn't send one. So a large retail store, that does online sales, changes an order, changes the amount charged to the card, and takes a return AND IS UNABLE TO GIVE A RECEIPT. REALLY? Why is this store still in business? I will never shop there again. read more

Negative stars!!!!!Horrible staffs. Won't even try to help. Everyone there just doesn't want to help you find anything. I waited to get help and was ready to purchase. They will not even try to help you find stock. They just told us to look online and call the store to order. Wtf?!?!? So they can get credit. They will not even try to help me place an order there. That's just shady. Been there twice and both time they were horrible. Snobbiest Store I have ever been in. I don't write negative reviews but this was such a bad experience twice that I feel people should know about it. I can tell customers were walking out frustrated and angry. Also heard them complains about the same issues I'm having. I was looking forward to purchasing big items there but I will never buy from them ever again. Absolutely unacceptable customer service. Got my blood boiling writing this email. I will end here. Best of luck to you if you decide to visit Store. read more

Let's just say if you are a person who uses a wheel chair but needs furniture or other items don't even bother. You won't get within 10 ft of the door before your path is blocked. read more

We just bought a dining table and chairs at the Burlington Mall PB for the kitchen of our new house. This is in addition to a glass top table we use as a desk in my wife's home office and a few other pieces for the bedrooms. We liked the look of everything in their catalogs & online, but went to the store to get an idea of how well it was made and see what it looked like "in real life." In each case, the store managers and employees we dealt with went out of their way to get us us the absolute lowest price on the furniture itself and the delivery costs. They were GREAT to deal with. And we have a lot to compare this to as it feels like we've been in every furniture store in MA this year, lol. I have no problem nuking a retailer, contractor or product that wastes my time and money, but the other reviews I've read here are the opposite of our experience with this store. The furniture we bought was of very good quality and value and the people at the store who helped us could not have been better. read more

Huge store, big selection, prices are kinda high though.

I want to give this place zero stars... terrible. Just terrible. After waiting forever to get help with a purchase, no one who worked there knew anything about the products they were selling or how to use the store computer. When I had issues with delivery, they were rude and not helpful. Delivery guys came late AND put the furniture together incorrectly (not to mention that they smelled awful and tracked mud all over my house). I ended up returning everything I purchased and will never shop at Pottery Barn again. Terrible company with horrible customer service. read more

I had the best experience at Pottery Barn yesterday. I have been searching for a comforter set for months and finally found one I liked. Two separate employees asked me if I needed help finding inventory. Ashton in particular went above and beyond to find inventory in another store after she figured out my particular items happened to be on clearance in-store only. I think she was on the phone for over 30 mins calling 3 separate stores to find a single store that had the comforter and pillow cases in stock so I would only have to pay shipment once. She communicated clearly to me and the other store managers. She was kind and pleasant though the whole process. I kept thanking her for her time on my purchase and she said, "Don't worry, it makes me so happy when I help a customer find a deal like this!" Thanks, Ashton! read more

My wife and I opened up a registry with Williams Sonoma (owns Pottery Barn), and were told that after our wedding we would get a 10% coupon off Williams Sonoma, Pottery Barn, etc . After the wedding we returned some gifts to Williams Sonoma (Burlington Mall) we were told again that we could get 10% off at Pottery Barn by the sales clerk. My wife and I had a nice desk picked out at Pottery Barn. We went into buy the desk, and the Pottery Barn employees told us that we could not use the 10% coupon. I believe my wife and I have spent well over $10K at Pottery Barn in our lifetime. It just seemed like the Pottery Barn employees didn't want to make the sale, and didn't want to go out of our way to help us in any way. Moreover, I contacted the Pottery Barn complaint department and they were useless. Not sure why it was a big deal to just give us the 10% since Williams Sonoma and Pottery Barn are the same company. We are banning the store, and its affiliate, Williams Sonoma. I would recommend not opening up a registry with either stores. We had a much better experience with Macy's and Crate & Barrel. read more

Rude staff , go to another store . We went to place an order for a sofa we chose online but couldn't find anyone to assist us after waiting more than 15 mins and when I approached a staff at the cashier counter , she sighed and replied rudely. read more

Sigh.... I love pottery barn. I think the quality for the price is very good and like the style. I have had very good service ordering on line or calling with questions to the corporate number. In store though, wow. It's impossible to get service, and when you do they act dismissive and like you are an inconvenience. This store is as bad as chestnut hill. It's not exactly high end, but it ain't cheap - they've managed to staff great people to support the Internet and catalogue business - as a company they really need to improve on their in store experience. read more

Worst service in the world. My wife and I were ready to buy a sofa and two chairs. Cost probably around $2000. You would think of the six sales women one would come over. WRONG. Time to go back to Boston Interiors. read more

On 9/28/2015 we went to Pottery Barn. 39.50 for the cushion case, $22 for the insert, really? So now we are buying a $62 accent pillow. My mother-in-law had a $50 voucher so I guess it was OK. Time to pay, the clerk was horrible and condescending,complicating the hell out of what should have been a simple checkout. I have a degree in Business Administration and I had to step back an sort out all the half information she gave us. With a 15% off coupon it came to $49.46 so then we couldn't use the $50 voucher because the sale was under $50 even through the small print did not specify this. I said they could keep the change, but the register would not allow this. Clerk expected us to know all this, and looked down her nose at us when I sought clarification. A nice male clerk tried to help us but was dismissed as a nincompoop by the tall brunette clerk. The whole experience was horrible, marred by an arrogant condescending clerk. You will never see me in your store again read more

This store ripped us off and no one is helping us resolve the problem! After purchasing items and paying for them using our bank debit card, we were encouraged to open a PB credit card -- which we did; however, the sales associate failed to properly reverse the original payment before charging the newly opened PB credit card. We paid twice for the same items! This took place in April and we've been fighting with the issuer of the PB credit card (World Financial Bank) ever since. Be forewarned that while Pottery Barn typically has wonderful customer service, you are on your own when fighting with the credit card company. Pottery Barn has not helped us in any way resolve this and it's been incredibly frustrating. We submitted a packet of documentation and then were denied -- meanwhile we owe money on the PB credit card that is accruing interest and soon late fees. We are now waiting yet again to see how the reopened dispute is being handled. It's been a nightmare and unbelievably disappointing. All thanks to the Pottery Barn in Burlington, MA. read more

Don't waste your money. TOP dollar and worst of all, everything comes unassembled and wrinkled - when they tell you the daybed slip covers will not be wrinkled don't believe them. Also delivery was a month late. The day bed came one day, the slip covers another (3 different delivery dates). They said when I purchased that the delivery would be a month prior to them actually arriving. I ordered the Lewis Slipcover day bed - DO NOT DO IT. Its so expensive and the slipcovers are junk. It looks so much cheaper than it was. And the woman in the store told me the slipcovers will fit standard size twin mattress - and sure enough it was too big for the mattress.. they don't actually provide you the size of the slipcover. And you have to put the slipcovers on yourself (very difficult). So I spent time ironing and putting them on the bed - and in the end, I absolutely am not satisfied. And they are non refundable. So please whatever you do, watch what you purchase. They will come out to your home and make it seem like this is an easy process and will help you but they truly don't... DON'T WASTE YOUR MONEY! read more

I recently had a bizarre experience at the Burlington Mall Pottery Barn in MA. I went in to do a simple return and there was no one on the floor. So I walked around and saw one person working with someone else so I waited until she came near the check out desk and I asked if someone could help me. She said, "I do not know everyone is at lunch" and she walked away. I actually thought she was kidding. So, I waited for almost 10 minutes thinking she would come back when she did not I decided to walk the store again in search of some help. I found supposedly the manager on the phone at another checkout desk and waited quietly until she was off the phone. When she hung up the phone she did not acknowledge me but turned and walked away. Now I was getting perplexed as to what to do so I walked the floor for the third time looking for help. I spied the first sales person again and told her I was still waiting to do my return. She said "I am helping someone ". I said "Well, I have been here for over 20 minutes and I am at a complete loss as to what to do". She said, " okay let me do the return" Which she did in 3 minutes. She did say that they were having scheduling issues but this is not the first time I have left that Burlington MA store with a negative feeling about their sales help. read more

I went to Pottery Barn in Burlington Ma to purchase a gift off a wedding registry. I was not very impressed by the sales person or the entire sales experience. I was purchasing a large gift that would be from multiple people. I had a baby in tow and I asked the salesperson for some help. I was quick to pick out a gift from the registry out of a list of items that they had available in store. The salesperson put me on hold multiple times to talk on the phone and to talk to other sales people and she was not overly friendly. In fact, all the sales people there were complaining about someone or some store problem between helping me. The dishes that I purchased looked fine - but like I said it was off a registry, so they were not for me. Finally, it took forever for them to gift wrap. The told me gift wrap was free, but then they told me it was going to take a lot of time to wrap since it was a big gift. I said I would need it gift wrapped (and apologized for it), but then I left the store and did some more shopping to give them space and time. When I came back, they hadn't started the gift wrapping, so I had to wait even longer. We finally determined that the gift was going to need to be sent to the loading dock, to get into my car, and I ran into more problems with the people from pottery barn there. It wasn't a great experience. read more