Another nice experience at Potterybarn last Saturday. The reason I am posting this update is that I used to avoid this store due to the lack of customer service I used to get there. They seem to have turned the store around as far as that goes, and I appreciate it! read more

SHOCKED. I bought 3 marble top martini tables at pottery barn online. 1, the marble chopped, but I let it slide. Then another literally split in 1/2!!! I simply picked it up and the bottom 1/2 just fell off, almost injuring my foot. The responses: in the chestnut hill store, in person , rather curt & rudely: "we do NOT deal with online product purchases!" Wow, so rude in chestnut hill!! Ok, so I then called online customer service. MUCH MUCH nicer, but simply : " After 1 year, nothing I can do. I'm so very sorry, but whenever this comes up ( often) and I escalate this to help the customer, my supervisor never makes an exception. Again, I'm so sorry". At least the call center person was personally incredible , unlike the rude in person, chestnut hill clerk. Needless to say, I'll NEVER set foot in another pottery barn, Primarily because it's now clear to me that while they have awesome marketing , they have exceptionally poor quality and unlike so many other retailers who actually do care on a senior corporate level, they absolutely do not care as a clear matter of corporate policy. I'll take my $5,000 ish annual spending for gifts etc to a reputable company that has much better quality AND actually has a caring corporate policy regarding standing behind their merchandise. read more

returned an item with 2300$ before it was shipped to me with my debit card. 4 weeks later they say they sent a CHECK????? and it still hasn't gotten to me. Customer service and the store wont do anything. They just keep telling me its in the mail. I feel like this is stealing money from me. NEVER again. read more

Drive out of your way to avoid The Pottery Barn in Chestnut Hill! The women on the sales floor are so rude!

After a dismal experience at West Elm in Boston I reached out to this store to see if they had the living room set I was interested in on the floor. Cory (manager) was beyond amazing, helpful and patient despite my calling 10 minutes before they closed. I returned the next day (Feb 24th) and was immediately greeted/welcomed at the door (note: it didn't feel intrusive) and guided to Kristen, a designer. She was high energy, patient, engaging and made me feel welcomed and heard. She also had suggestions for how to save money on what I was purchasing (ie a color quite similar to what I wanted was on sale). I purchased the living room set I had in mind before I left. I would highly recommend this store based on high level/quality of service. Please note, this was my first visit to this store. read more

Pottery Barn does not stand behind the quality of the furniture they sell. Their tanner coffee table fell apart after *less than 3 years of gentle use. While their customer service representatives are cordial, their policies are terrible. Especially when the table had a hidden defect. I will not buy any furniture from Pottery Barn in the future. read more

Pottery Barn - Pottery Barn Tanner Coffee Table - A round glass coffee table with a black metal frame is placed in a living room, holding books and decorative items, with a sofa and cushions in the background. - Furniture Stores Near Me - Chestnut Hill, Massachusetts

I am absolutely disgusted in the customer service from pottery barn. I ordered a scent diffuser online, when the order arrived it had the correct item on the order slip but someone had packaged the ugliest green napkins (that per the website were on final sale clearance, so clearly an inventory they are trying to get rid of). I called customer service who said that they would send a replacement diffuser and submitted another order and sent me a return slip. I called back, because the return slip is for a "diffuser" and says I need to go to pottery barn or a UPS store. I work long hours and can't make it to either. They told me if I did not return the napkins then I would be charged again for the diffuser. It is asinine that because a lazy employee didn't read an order slip and shoved some clearance napkins in a bag that I now will be double charged for a diffuser (if this one shows up) OR I have to take a day off work to correct an employee's error. This is credit card fraud (I will be charged for a diffuser price for a pair of clearance napkins), or the CUSTOMER is expected to correct their employees' flagrant errors even when it costs the customer time and money. I was told over and over that this was "corporate policy for returns", that whatever garbage they send you then YOU have to correct it for them or they will just keep charging you. The worst business model and customer service I've ever encountered and would never shop there again. read more

Terrible customer!! I purchased an item. It came damaged. Because Pottery Barn no longer carries it, they said just keep it and they would credit me. Despite an email to that effect, they keep giving me the runaround. It's been a month and a half and still no credit. Their word means nothing. Never again. read more

Cody and Bev were great. I have been shopping at Pottery Barn for 20 years and also PBK. I have never had an issue. This is also one of their largest stores. Don't hesitate to come by but better yet, do what I did and call ahead. My only gripe is they close at 7, but they do not control store hours. I work 8-6 so that's on me. Great work over here on suggestions on styling, too. read more

Was delivered the wrong rug TWICE! Only option was to cancel, very disappointed. Purchased many items for my new home but WILL not be buying from PB again! I have many items to buy but they won't be getting any more business from me. read more

Pottery Barn has wonderful items- no doubt about that-BUT the customer service is so awful that it has become a household joke. Be very careful counting on them for anything- they will show up at your door with the wrong items, missing items, etc. Replacements are nearly impossible without hours on customer service phones. It is really a joke and when yo are in the middle of it, it is NOT worth the product. read more

4.5 months wait for bed "ready" for delivery. Only to see not everything included in shipment, now waiting another month for missing pieces. Not clear if it'll ever arrive, it's just in an ordered state. Edit 1 Delivery postpone by another two weeks. read more

Their furniture products have really gone downhill. I purchased an outdoor table and 6 matching chairs, and the finish on the table failed and bubbled in spite of the very sheltered location. They could not replace it, as they don't carry it anymore (probable due to all the complaints), and will only refund $100 on a $1200 table. Lesson learned. Their quality is terrible and customer service is worse. read more

Had a great experience last night at the Chestnut Hill PB - was helped by the patient, thoughtful and creative team of Cody and Matt - they were endlessly professional, knowledgeable and no pressure. Many thanks and we will be back! read more

Terrible shipping experience and Pottery Barn possesses the worst customer service I have ever had the dis-pleasure of dealing with. I called before making a purchase to ensure that it would not ship before 12/1 as I was moving then and could not get into the apartment before that date. They assured me it absolutely would not. Of course it did. I called to ask what happened and they said there was nothing they could do to stop the delivery. That I had to call UPS to get a change of delivery address. I called UPS and they said that Pottery Barn does not allow change of address on package en route. I called Pottery back and they did nothing, no apology and no offer for free shipping etc... I then (stupidly) bought a couch from there. It was delivered over a month late with no explanation and no apology when I called. Apparently an estimated date has no meaning. I will never shop here again. read more

I couldn't be more disappointed in my Pottery Barn purchase!! I will never buy any of their overpriced junk again.....now that I know they do not stand behind their products. I bought three pair of curtains (for almost $300) and washed them VERY carefully following the care instruction label sewn in the panels. They shrunk SIX inches and are now useless to me. Customer service's response, because they were beyond the 30 day return limit, was so sorry but they're past the allowable return period. They are still selling these curtains, the Broadway Rod Pocket Set. What good are they if they can't be washed? No matter when they were purchased, if they turn out to be overpriced junk, any reputable company should replace them. Don't expect Pottery Barn to do so :-( I wish zero stars was an option. read more

I am a long time pottery barn customer. Love the look of the products and have stuck with them through the ups and downs of my experience with the quality. I do not write reviews but I just walked out of the chestnut hill store and immediately started writing because I've had enough of poor customer service. In the last year when I go into the chestnut hill store location there is zero customer service. There seems to be too many so called designers and not enough actual sales people that want to help the customer. The last two times no one has greeted me, no one has helped me, and I've had to seek out someone to even check me out because there is never anyone at the actual checkout area. They are too busy fluffing pillows and talking amongst themselves at the design desk in front of the rugs. Isn't the purpose of a store to sell the merchandise?? To help people pick out furniture? Or a lamp? I think PB has forgotten the point, if you want to be just a design center to give people ideas then don't sell the merchandise. This brick and mortar store has become obsolete when it comes to selling merchandise. I will just order online or find another home store, one of the 500 companies online to give my business to. I might get a better quality product somewhere else. read more

Why bother having a physical location if there is nothing in stock. No sheets at all have to order online

I have NEVER been treated with such a lack of respect by a staff. It is really unfortunate that I love Potterybarn's decor, but I will never give my business to Potterybarn Chestnut Hill in Newton, MA ever again! They must not need the business because they cannot return an email or a phone call. When left on an open line on the phone, I overheard a staff member ask, "what is her problem?" I had called to check on an order that one of their staff never even submitted. Customer services goes a long way for me. Chestnut Hill Potterybarn is a prime example of poor customer service. I was willing to understand it was a mistake on the behalf of the designer for not submitting the order, but to not return a phone call or email; and to be rude on top? CLASSLESS! read more

I do love Pottery Barn stuff but I just cannot stand their customer service in the stores. This location is no different and granted the woman that assisted me was pleasant however it took about 15 minutes of standing there trying to wave someone down before being assisted since every sales person in this place is way too busy to try and help. Event the call I made to inquire about the piece of furniture acted like she was doing me a favor. What happened to the days of sales people hounding you to try and force their help on you? Not here, this place is as snobby as the area it sits. I think I will visit the mall stores instead and get better service. read more

I went to go visit this store myself and I am happy I gave this store a try. I had a great experience with the employees. The store was clean, smelled fantastic, and had a welcoming and very open layout. I was able to find what I wanted effortlessly and had a lady help me with my basket as I had more in my hands than I could carry easily. They kept my items at the register for me until I was ready to checkout. They wrapped everything well to ensure the items wouldn't break. Overall, I interacted with three employees, two gentleman and one lady, who all gave me a wonderful experience at this store from answering the questions I had to assisting with the purchase. I look forward to visiting this store often and am glad I overlooked the other past reviews allowing me to experience this store myself. read more

I shopped for 40 minutes and not one employee at Pottery Barn acknowledged me. I spent 30 of those minutes in one section searching for a frame thru the mess they had there. When I went to check out one employee walked right by me and looked me up and down with a judgmental look. My hands were full and she didn't say a word. Avoid this location. read more

This is regarding delivery. Save yourself endless aggravation and wasted time and avoid doing business with PB at all costs. Total F the customer attitude. Regularly cancel delivery afternoon before scheduled AM arrival I paid movers and paid again to bring everything back when PB cancelled twice last minute and I would have been left without beds for weeks. They refuse any kind of reimbursement or make-good All the while I'd been getting texts at 6AM confirming delivery that day "This isn't an issue that will be escalated" I'm told. See all the complaints. It's obviously just standard operating procedure. read more

I have just been stood up by the Pottery Barn, Chestnut Hill design team, and I fault the Design Manager, who neglected to 'assign' someone for my appointment (and who wont be in until tomorrow), as well as the Store Manager (also conveniently not in). I had made my in-home courtesy appointment a while ago, called the store this morning to confirm (and was waiting for the 'manager' to call me back with the name of the person i was to expect - obviously, no one ever called me back!), and even received confirmation email(s) from Pottery Barn regarding my appointment. AND YET.....NO ONE SHOWED UP, AND NO ONE EVEN CALLED TO CHECK IN!!!! When I called the store and learned the multiple mistakes that had been made, the woman on the phone offered me a re-booking sometime, but that meant the manager has to call me back --- AND SHE DIDNT EVEN APOLOGIZE!!!!!..........LOUSY CUSTOMER SERVICE ALL AROUND, POTTERY BARN ----- sorry, but i will take my (large) orders elsewhere....... read more

Worst customer service on the planet. You'd think that for the money you're be spending in there, that the sales staff would be more attentive to their customers. Won't be returning to this location no matter how convenient it is. Get new staff read more

I do love pottery barn items (online) but the customer service at this location in particular is abysmal. I have received bad service or have been ignored on numerous occasions. Today when I walked in, I was already ignored by the associate closest to the door. Then when I said excuse me and started asking her if she had a product I was looking for she cut me off mid-sentence and told me to ask someone else. I was so turned off from her RUDE behavior I chose to take my business to the natick location. And based on all of the other reviews I'm reading here, the staff really needs to change what their doing. read more

Terrible shipping experience and Pottery Barn possesses the worst customer service I have ever had the dis-pleasure of dealing with. I called before making a purchase to ensure that it would not ship before 12/1 as I was moving then and could not get into the apartment before that date. They assured me it absolutely would not. Of course it did. I called to ask what happened and they said there was nothing they could do to stop the delivery. That I had to call UPS to get a change of delivery address. I called UPS and they said that Pottery Barn does not allow change of address on package en route. I called Pottery back and they did nothing, no apology and no offer for free shipping etc... I then (stupidly) bought a couch from there. It was delivered over a month late with no explanation and no apology when I called. Apparently an estimated date has no meaning. I will never shop here again. read more

Just walked into pottery barn in chestnut hill to look at their bedding. Sakes people were way more interested in talking to each other about their health insurance than assisting me. Won't be returning. read more

I have never written a review before but Pottery Barn should be ashamed of themselves. I went to the store to buy a lamp I liked for $300. When I went to pay for it, they said they did not keep stock in store and would have to ship it. I was disappointed but said ok to the 2 week wait. Then, they told me I owed almost $350 for shipping, handling and processing fees. I said I came to the store to purchase and if you don't have it, should be shipped for free. Informed me policy because of Covid is no free shipping. My policy - keep it. Disgraceful. read more

I love pottery barn and wold give them 5 stars but there delivery service is so Uncooperative obnoxious rude and unwilling to work with anybody to solve any delivery problems that I had to give them only two stars. If I was rating the delivery service alone I would have to give them Negative five stars. Enjoy pottery barn just don't Purchase anything that you need delivered. read more

Friendly staff doing all they can during Covid. Masks are required and gloves were provided at the front door so that I could self shop and bypass the "touchless shopping", which is very responsible of them and appreciated by me so that I can shop on my own. read more

The worst company to do business with. They shipped the wrong product. I ordered a rocking horse. The recipient thanked me for the cow! It couldn't of been more wrong. I called customer service and they didn't handle anything correctly after hearing the situation, and was extremely rude to me. Do yourself a favor and NEVER PURCHASE FROM POTTERY BARN. read more

I made an online order for a mug and picked it up at this location (this was the only store that had it in stock). When I got home the mug was chipped. So naturally I was upset and came here to yelp to write a review of how frustrated I was. After submitting my review, Liz (one of Pottery Barn's managers) reached out to me to correct the error. My initial concern was having to drive 30 minutes back to Chestnut Hill to return the mug (with there being a chance that there wouldn't be another one) but Liz understood my concern and offered to ship me a new one. Honestly I don't think a lot of retail stores would do what Liz did so I appreciate the fact that she took the time to reach out to me and correct my situation. She definitely turned a negative experience into a positive one! Thank you!! read more

Overpriced and poor quality. We ordered a product, had the shipping rescheduled multiple times and when it finally arrived it was broken. Wasted time talking to customer service to try to get a refund and the refund didn't come in full. Many calls later I find myself wondering why I am wasting time and why nobody seems to understand service. I then called customer service and got hung up on when asking to resolve this. Save your money and go elsewhere read more

Pottery Barn is unreliable on delivery. I waited two weeks for a delivery and took time off work to be home to receive the item. The delivery never showed up. No-one from Pottery Barn called to explain or reschedule. Repeated calls to Pottery Barn did not help expedite the delivery or clarify when it will actually arrive. Scanning the other reviews only confirm my impression. Delivery is flakey and will complicate your work schedule. Be prepared. read more

I was in the store buying pillows and pillow covers. No employee even picked their head up to acknowledge that people were in the store. I went to check out. I was second in line and waited 10-12 minutes (until I left to find another register). While in that line, there was one cashier checking someone out in front of me. A little "I'll be right with you" goes a long way. During that time 3-4 other employees joined her behind the desk (on the phone, looking at a register, etc) and once again completely ignored I was even there. After leaving this line we found another line and checked out with Ellyn. She was pleasant at first but after questioning the pricing of something she got short with me. The register wasn't working right so it took me 10 minutes to check out. Over 20 minutes to checkout of a store is unacceptable. I would maybe expect this wait time during peak Christmas season with 10 customers in front of me. And to top it off the store wasn't busy at all!! Awful experience. I saw at least 6-7 different staff members working at the time. Rude, unfriendly, unhelpful staff. Unacceptable way to treat anybody, let alone a customer in your store. Will not return to PB. read more

This review is for Pottery Barn online. DO NOT ORDER FROM THIS COMPANY online. I returned an item using their system-generated shipping label, and my return was ignored for three weeks until I called to find out what was going on. I have no problem with them letting things sit for a while during the pandemic, but three weeks is a bit excessive. And as I said, I had to call the main customer service line for them to even acknowledge the return. Then, I received a notification that I'd received a refund, but it was $30 less than I had paid for the item. There was no explanation (no email from Pottery Barn itself -- just the email from PayPal). So I called to find out what was going on, only to be told the $30 deduction was for return shipping fees. I have read over all the fine print on their website and the return shipping label itself -- nowhere does it say they will charge a return shipping fee at all, let alone a $30 fee. Charging a consumer for something without telling them in advance is, of course, not legal. To make things worse, the customer service agent I spoke with acted as if this were totally normal and her only response was "well, this is the return shipping fee." I asked to escalate to a supervisor, only to be told they'd have to call me back. Yeah, like they're really going to call me back. So I asked her to transfer me right then -- I was on hold for at least ten minutes, then the system told me this was not a valid extension and hung up on me. I tried calling the main customer service line again to see if I'd get a different response from a different representative, same anwer (although at least the second representative seemed to understand why this charge could be a problem). So here things stand, with me waiting on a callback that I'm guessing will never happen and trying to decide whether I have to report them to my state's Attorney General or send a letter to the CEO (who is apparently being paid quite a lot to do what appears to be not much -- if I were on the Board of Directors, she'd be replaced). What makes it especially frustrating is that I should have known better -- I ordered an item from Williams Sonoma (same company) last year (before the pandemic) that they never shipped and never emailed me about. And I recently made the mistale of ordering from them again -- that was also about three weeks ago and no item and no emails explaining the delay. I'll bet that never ships, either. FOR YOUR OWN GOOD STAY AWAY FROM THIS COMPANY (and their affiliates). read more

I wish I could give them five stars because the Chestnut Hill store was wonderful. The sales person who helped me pick out my furniture was great. Unfortunately, the delivery service is appallingly bad. Three times they were supposed to deliver and assemble a dining table. Three times they said they didn't have the right hardware. This table sat in pieces on my floor for weeks. I emailed, called, got transferred, got conflicting responses for weeks before I was finally able to get them to just take it away and give me my money back. If you're going to go to Pottery Barn I do recommend the Chestnut Hill store but I do NOT recommend having anything delivered. Only buy what you can take with you. read more

I went into The Chestnut Hill Pottery Barn twice this weekend. Both times Amy helped me and she was AMAZING! It was so busy but she got me in and out quickly. She helped me find everything I needed and if they didn't have it in stock she ordered it and sent it to my house. She was extremely knowledgeable and practical. I would highly recommend Amy and this Pottery Barn location read more

I am so disappointed in our experience. We ordered multiple items Labor Day weekend. Spent several hours picking things out with sales person and was happy with experience. Then came delivery. It was worst experience. Delivery guys banged up furniture and walls. Rather than work as a team, they kept separating, so one would be downstairs and another in my bedroom. This made me very nervous. I had to help one in the bedroom, because assembly was two person job. This allowed other to wander around. I heard him go into several rooms which were not related to delivery. After they left I discovered they forgot table top and had not assembled. Then the custom piece we ordered came in wrong color, blue instead of beige, so not even close. I was told I had to wait at home for pick up. This is insane because I already had to take two days off for what was supposed to be one day delivery. They also said it would be three months for replacement. I opted instead to cancel. They said fine. I then physically hauled large bench to store to return, only to be told that now I can't cancel because when customer service processed return it generated email to supplier which means it's "fulfilled". Of course this is insane since there was a three month delay on building it. I won't be ordering again read more