I usually don't review chains, but the customer service here was so dismissive that I feel the need to do so. We went in to buy a couch, knowing that we liked a few online already and wanted to test them out. We were sitting and discussing each and were at first ignored and then treated like we couldn't possibly afford anything in the store by two different sales associates. We actually ended up buying two couches the next day at another retailer (for around the same price as pb) because we didn't want to spend our money there. I hope that this was the exception and not the rule at this store. We have had great experiences at the pottery barn kids near there. read more

I love this pottery barn location! They provide in-home consultations and help you with your furniture and décor selection. They also track your order and make sure it arrives on time. Titina and Alida are usually the two that are sent out on in-home appointments and they are wonderful. It's pottery barn so it is on the more expensive side of the budget but that's a given. read more

I just got off the phone with a woman who was so curt and rude that I just had to write another bad customer service review for Pottery Barn - Corte Madera! I was inquiring about some items and their availability and the woman literally sighed loudly in total annoyance because I asked her to check to see if they were in-stock and in-store. When she returned to the phone -after checking - I thanked her for her trouble and asked her for her name, which she took extra long to come up with, then reponded: Patti. I called back and asked for "Patti" and they said she was off today and that her real name was Penny! This is appalling! In such difficult times, one would think that having a job is something to guard carefully vs gambling with the possibility of loosing it over a mundane ordinary request that is the minimum of job requirements - checking on merchandise and being polite to customers! This store is notorious for discourteous customer service and it's just totally unacceptable. read more

I have to say, for a large impersonal chain store this feels pretty local. The staff are all very warm and attentive and go out of their way to get my name and try to help me solve issues with my home projects. This is a relatively small location. They seem to have fewer nick knacks and more of the linens and dishes. This is a good route for them to go in Marin where there are much better quality furniture choices to be had nearby and their cliental can spot a veneer a mile away. May I recommend the caterers boxes of plates and their organic cotton sheets. read more

Made a sizable purchase (for me at least!) on a few Irving armchairs here at Pottery Barn. They haven't shipped yet, but we expect them to be fantastic. The customer service was great, prices a shade high, but they hooked us up with the 10% in store discount AND honored a 15% off coupon that we had lost before getting to the store. That was nice of them. read more

What, do you need an appointment to get acknowledged or helped in this store. We waited for about 1/2 hour and tried to get help and no one even said hello to us. WORST CUSTOMER SERVICE. read more

Can this merchant get any worse? I cancelled an order 3 months ago due to the extreme back order time. This was not communicated to me prior to placing order. I would not have placed it. After order is placed I was notified a month later about the back order time. I called to cancel this order. I was assured by an upper management person that this was in fact cancelled and had not left the manufacturer in China. Today, 3 months after cancellation, order arrives at my doorstep. And billed to my credit card last week. They are now telling me it is not cancellable. I have wasted 2 hours on the phone already, I am not done with this yet. Does Pottery Barn think people have time to waste on this nonsense? This is not the first of this kind of non customer service. They are a train wreck. read more

My bill did not reflect the rewards money or the GC I used for my purchase. Now I have a hassle to deal with. This is not the first time I have had billing problems with Pottery Barn with the reward certificates and I just ended up paying a little more than I had to. Unfortunately I love their stuff. read more

I was impressed at first because Jessica (saleswoman) let me in at 9:30 a.m. to shop as I am handicapped and high risk for covid. After spending about about $1000 I was interested in a nightstand on sale. I sent an email to Jessica I needed the height and did not hear back. Many phone calls later I attempted to buy the nightstand only to be bounced from one employee to another until I gave up. I run two companies and do not have time to chase after salespeople to make a purchase. read more

I had a really strange experience. They had a rug I wanted in inventory that the other stores did not have, so I called to order it. The person asked me more than 5 times for the same info - Then after we hung up, the same person called back and asked for the same info AGAIN!! lol - I cancelled the order. I just wanted to follow up on this review. The very next morning - first thing - I stepped out the door and found this rug on my front stairs! I had called several times to confirm the cancellation and there it was! In addition to that, I opened the rug up - I thought I might keep it - but it reeked of an awful mildew smell, not sure where they store their items it smelled like it had been in a musty basement! I'm trying to return it - we'll see what happens next. My advice for PB, CM: DONT read more

Management is terrible in this store! I don't think they've heard of the term 'customer service'. Sales people try very hard & are good but definitely not supported by their managers. I will avoid this shop in the future! read more

Just purchased an instock couch from this store, the staff was awesome in immediately wrapping the couch and loading it in our truck and in less than an hour we were on our way. Great service read more

SERIOUSLY consider purchasing furniture from Pottery Barn. The first furniture order was canceled by an employee without my knowledge and the delivery date for the second order was not available as there is no communication with their third party supplier! Customer service is severely inferior and I won't be shopping there again. read more

I am actually signing up for yelp to post this review. I actually like the Pottery Barn Kids. This is just for Pottery Barn at the Corte Madera Mall. So, I bought a $2000 plus sectional sofa there less than a year ago. I told the sales person that I had kids and she guaranteed that the Everyday Performance Suede was good for families. She said it would clean up really well. This is what she recommended. I asked her if she really thought this would hold up and she reassured me that it would. Within three months, the sofa was absolutely trashed. There were dark stains everywhere that absolutely did not come out. Also, the frame was less supportive within six months. This is such an overpriced store with very little value for the money. Do yourself a favor and go to crate and barrel. When I called about the sofa, they could care less that it did not remain in good shape after a few months. When I went in and let the Assistant Manager know how disappointed I was in the product, she seemed caring and indicated that I might be able to get a replacement based on the malfunction of the material. I sent her the pictures of my destroyed sofa and she seemed to agree how bad it looked. Two- three months after many communications with her and today she said she would have an answer soon. The next email was from her sent from Pottery Barn letting me know to wash the stains out and that it was such a great fabric. Wow. Gee, like I had not tried that. What an uncaring store and a ridiculous waste of money. Never, ever waste your time with these cheaply made products that they charge you an arm and a leg for. Never buy a sofa at this place. If you have a family, go anywhere else for furniture. Not to mention every time you stop by, they could care less about helping you. I went in with my child and the sales woman looked like she had never seen a kid before. Do yourself a favor...never, ever buy a couch from these people! Overpriced junk. read more

I would give a minus score if possible. The staff at the Corte Madera store was rude and refused to provide curbside service that is promised on the website, the email confirmation and the text that I received. I asked why my purchase was not delivered as "contactless curbside" promised online and the snotty kid on the phone said they don't provide that service and if I wanted my merchandise I would have to get out of my car and go into the busy mall to get it. I will raise holy hell for this nonsense. If Pottery Barn is going to charge premium prices they need to deliver especially during COVID. read more

After having my couch for about 3 years there was some really bad pilling. I brought a cushion in and Janice went above and beyond, sending photos and working with customer service. They ended up replacing my whole couch with a higher quality fabric. So awesome of them to do. They now have a pottery barn customer for life! read more

Oh dear, could someone please train the sales staff how to interact courteously with the public. Ouch.

Will NEVER order from them again. Worst customer service ever. We ordered more than $10k in furniture...you would think they would make sure to offer excellent customer service after spending this much money! Ha! Yeah right....our furniture was delayed, we were charged incorrectly after calling to complain multiple times, transferred and disconnected so many times I can't even count. Six months for a couch to be made....I mean really!! Plus when it came time to deliver the couch we waited forever for they ended up NO SHOWING!!!!!! Bottom line is I would rather spend additional money and deal with a company that values its customers than ever deal with Pottery Barn again. Buy from Wayfair! They have incredible customer service, driver on time or early and have way more value for there customers than Pottery Barn ever will read more

This review is for on line. I purchased a sleeper bed for xMass for my daughter. It was delivered. Surprise when I went to pay my bill in February 2 sofas were charged. After 2 hours on the phone 7 calls 3 disconnects and no returned calls I called the Corte Madera store Thank you Pottery Barn Store Manager, Jessica. In desperation I called her. She called back over an hour later informed me she had been on the phone the entire time and had successfully credited my account Now this is fabulous customer service. I will no longer shop on line but will call Jessica! read more

I am very disappointed with my visit to Pottery Barn in Corte Madera. I have been a long time customer of Pottery Barn in general - I typically shop in San Francisco in the multiple locations as well as purchase items online. I called the Market Street store and they said I can return/exchange the rug I bought online. Instead of going into the SF store, I decided to do this transaction in Corte Madera. When we walked in with the rug, Don seemed to be pretty helpful but had to ask his colleague Connie if we could return the rug in store. Connie said in a very snotty way "this is an online purchase we don't have that same rug". Uh, yes we know that. So Don had asked Connie if she could help us with another rug and she whispered "No". I don't understand that one bit. What a horrid woman and what an horrid experience. I am disappointed with the service. read more

Would give a ZERO rating if possible. COVID is not an excuse for horrible customer service. I was in the store in November and it took about 10 minutes to find someone to help me (the store was not crowded). couldn't get any answers to the questions I had regarding outdoor furniture (expected sale, warranty, etc.). I left frustrated and recently called the store to continue my research into the furniture I'm interested in and had the same experience -- the sales associate wasn't able to answer any of my basic questions so she took my email and phone number and said I would get a call back and never did. Two weeks later I called the store again and tried with another associate. Phone rings at least 10 times before anyone answers. Same thing. Couldn't answer any of my basic questions about warranty etc. I understand that some information is not available to associates (ie, promotion date, etc.) however they should have knowledge about basic product information and call customers back they they say they will. No excuses. Also, Pottery Barn no long allows product to be reviewed on their website which is so very wrong. For that reason alone, I will shop elsewhere. read more

Customer service is almost extinct. I called in for a duvet, the woman on the phone said they had what I wanted, she set it aside for me. I drove to the store to pick it up. The store was empty of customers, four employees were at the counter chatting. I had to wait for an acknowledgement, when the guy did speak to me he was asking my name over the on going conversation. I gave my name, he didn't hear it but the gal who I had been on the phone with told him my name and where to find the duvet she had set aside. Great product, just needs to work on greeting customers and not being so self involved. read more

Well, I'll never buy from them on line again. First, half the order was back ordered, but we were not told this until right before delivery was to happen. And the back ordered parts were necessary to assemble the bed. When parts finally came, bit of a hassle to reschedule the installation crew. The guys that came, while friendly, had to be directed to do an acceptable job. Really should of just assembled the bed myself. I gave 2 stars only because they refunded us a percentage. But I would of much rather had the parts than the discount. Our bed was not put together for about 6 weeks. Don't buy online from Pottery Barn! read more

My $2700 Buchanan Sofa with the "Performance [hah!] Heathered Tweed in Indigo color fabric started pilling about 6 months after it was delivered. Pottery Barn hasn't stood behind its product. In case you're wondering: one person every sits on it in the evenings! (No kids). Pottery Barn tells me they are "removed" from the manufacturer as if their reputation is not tied to the manufacturer. The local store employees were great but my problem remains. I will update if this changes. FYI, my call originally was to get the cost of a replacement seat cover and the furniture department person was very surprised about the pilling; I was told it was one of the most popular fabrics and sofas and no pilling issue before----perhaps a QC issue. I was also told I would get a call back about my cost to replace the cushions (the reason for my call in the first place) and a call back from the Manager about the QC question. I never heard about either. Today (a month later?--the soonest I could follow up) I spoke to an Assistant Manager. She also says she will look into it and call back. She "explained" they were removed from the manufacturer and couldn't "promise anything." I consider that if I purchase it at Pottery Barn, Pottery Barn is responsible for the quality of what it sells. The Assistant Manager advised me the manufacturer might have to make me custom seat cushion cover --i.e. expensive. I said if it is such a popular fabric and sofa, perhaps of all Pottery Barns across the country selling the "Performance" Indigo fabric Buchanans, the manufacturer might have a few such cushion covers handy. I'm being sarcastic but also realistic. Everyone at Pottery Barn has been nice and polite but that doesn't go far if the company doesn't take ownership of the products they sell, follow up with customers or even investigate, their reputation is damaged--by this review for example. For Pottery Barn HQ--who's got an entire department reading these reviews: I like Pottery Barn and trust them. That's why I bought this sofa there. But they have to stand by their products! PS if you want to buy the Buchanan sofa wtih "Performance" Indigo fabric, don't! read more

Poor customer service, I waited 15 min before anyone bother to answer my question. They profile their customers based on preset stereotypes. Pottery barn hire people with more cultural competency!!!! read more

Re shipping and packaging: WAY too much styrofoam in your product shipping. I'm left with a heap of environmental evil that is NOT recyclable (contrary to the recyclable stamp on the styrofoam bottom). In a world of pressed cardboard and other environmentally friendly packaging options I hope Pottery Barn can make more responsible and conscious choices in the future. I know I will when considering my next purchase. read more

It's hard to get assistance at this store. If you ask for anything, I mean anything the sales staff seems very put out. The women that work the register are very rude and act like you are getting in their way when you ask them for help. The first time I thought it was just a fluke but having been there several times now I realize this is just how the staff has been trained. They have no social skills. I try to avoid shopping here as much as possible and will order online if I need anything. read more

Wow, I agree with other reviews. I have never experienced such overt smugness from a store where I was a customer. Jennifer told me curtly she was busy (on the phone) so I asked if she knew whether the drapes on display are kept in stock or do I have to order online. She replied even more curtly that if on display, then they have it. I confirmed with another representative that this was not accurate. Employing people like Jennifer, PB, is going to drive customers away. I now frequent RH where at least they are courteous. (Note: I have had other encounters at this PB with similar lack of customer service and/or lack of knowledge that I have changed my perception of PB.). Find the mgr and you might have an okay experience-she is awesome. Returned a year later and it seems they are improving staff! Upgraded stars from 1 to 3, improves whole experience!! read more

as you can see I dont normally do too many yelp reviews but this pottery really irked me. AND it was just over the phone. FYI, I live at pottery barn. I get shipments from their online shopping and i frequent my local walnut creek location on a weekly basis. Some of my friends have threatened to intervene lol. I saw that walnut creek has had some bad reviews but honestly they've been amazing, and the ENTIRE company is pretty amazing, like the time my return was lost during christmas and they still refunded my amount. SO i am still a pottery barn shopper, but just NOT at this location. And to add more to my credibility, my whole home is pretty much furnished from west elm, william sonoma, potterybarn, and kids pottery barn (aside from RH and Ethan Allen, so its not like i'm cheap furniture shopper, I know what kind of service these companies offer). Anyhow, I called to source sea glass bottles for our destination wedding next year. I already bought ALL of the available ones at everyville, stoneridge, walnut creek, costa mesa(which shipped them to me and was very accommodating on the phone), and I had roseville put some on hold for me. Corte madera was my initial choice since they were closer and also they had the quantities left that I needed. I had already spent a lot of money at PB because i was using all their items for my tablescapes. Anyhow, my experience with them on the phone was as if I was intruding on their day. Like the person assisting me was someone with a very tight bun and I had just interjected into her already busy schedule. Nevertheless, ive been to Corte madera so I know the demographics can be discerning. Anyhow, I had her place them on hold for me and I was calling my husband to see if he could make it back home so i could drive to pick them up. I called them at a later time after I already ordered and had it sent to me form costa mesa, and as she proceeded to ring me up, they stated that it was in store policy to charge an extra $5 per box for the packaging. I asked if this was a company policy or just theirs since I had ordered hard to find items like my coffee table, side table from an out of town pottery barn and those even came cheaper than online shipping at times. She said it was THEIR store policy and their shipping nearly came to $60 for 1/2 the items i ordered compared to the costa mesa pottery barn-whose shipping was $29. I though this was pretty absurd, as they represent the same company. Anyhow, i decided to call another pottery barn and they shipped it same way as the other one. I will probably never shop at THIS pottery barn. But i dont mind continuing to support this company. Its just a shame, most like if I walked in there with my LV bag and CL shoes they'd have given me better service. Absolutely ridiculous. Stay AWAY from this one. read more

Dear Pottery Barn Leadership, If your goal is to embrace questionable business practices, disrespect customer privacy, be an untrustworthy brand, and address requests for complaint resolutions using the "give them the run-around and ignore" approach -- the customer service strategy you are utilizing is proving to be very successful. Bravo! Note: To be fair, this review is for their online store. Since I can't get an actual response from their online "Leadership" team, feedback is being shared with the last Pottery Barn store I was in. In-store experiences have been pretty dismal in regards to customer service, but that is another review I probably do not have the energy to make after this recent debacle. That might be another of Pottery Barn's strategies: Wear down your customer base with poor customer service so they give up and have no expectations. There is too little time to waste shopping at bad companies. read more

Will never go back. Went to the store at 6pm during the middle of the week. They closed at 8 so that should have been plenty of time to shop considering I already knew what I wanted. I had to make a exchange of an online purchase I received as a Christmas gift- still in box, receipt in hand. The store was completely empty as my husband and I were the only customers in there from what it seemed. Meanwhile there were a couple of women working who seemed like they couldn't be bothered to help us. I waited at the cash register for a good 5 minutes before I had to walk around the entire store to get someone to help me. When she found out it was an exchange she looked flustered and as if I was making a lot of extra work for her to do. The whole time we shopped no one asked us if we needed help. At one point an employee walked by and I asked her a brief question about the silverware rating and she kind of brushed me off like she was too busy to take a minute to help. Fast forward to the purchase. Again.. I had to find someone to ring us up at the cash register. There was an additional item we wanted but they couldn't find it in the back even though they said their inventory had a bunch. So we decided to order it. The woman finishes ringing us up and forgot we were planning to order the other item. She looked annoyed as it was more work for her and as she started to order the item for us she answered a phone call of a customer who wanted help over the phone. She immediately called for someone else over to help us instead of handing off the phone call. The woman she called over found out we had an online order and she then immediately tried to find another employee to help us.... I'm sorry but we were the only customers in there--and it was not closing time...why was this an issue?! Needless to say what should have been a quick in and out trip took over 1 1/2 because the employees working at this store that night were not helpful. One of the worst customer experiences I have ever had. read more

Tacky service at this store. There are some really nice employees, but also some really lame ones that seem to not get that they actually should seek to help people shopping in thier store. It was such a turn off to hear the manager/supervisor talking about sales figures in the middle of the store. And when a customer, whose hands were over-full, asked where the shopping baskets were, the same manager, without moving from her spot in the middle of the store (she wasn't doing much but talking about sales for the day with someone) pointed to the far corner and told the poor customer she could find them way over there. Clueless. Even at Safeway, I've been handed a shopping basket as a gesture of kind service. read more

Pottery Barn is one of favorite GO TO places for home furnishings. Unfortunately, this particular branch has poor customer service. I bought some sheer linen curtains, and was a bit hurried as it was closing time. No problem. I was told I could exchange them in the morning. When I returned, a woman spoke into her earpiece (quite indiscreetly and not how one visualizes an earpiece in a retail store to be utilized) and four new curtains - poorly packaged and a bit dirty - were thrown down on the table. I asked her if they were the same pattern and without looking, she rudely stated, "Of course, that's our standard". However, I know there are more than one type of sheer... I then showed her that the sheers were different colors...none of them matched. She sighed heavily and admitted that they were indeed different shades - as if I were doing her a favor to buy something -needless to say she called back on her irritating earpiece and then looked at me and reported, "Oh, that's all we had."...I told her politely, I would prefer to return the original curtains. After demanding my credit card and ringing up the credit, she had the audacity to tell me in a snitty tone that the sheers were regular stock, so come back. This is the worst experience I've had at a Pottery Barn. I love the one in SF on Market and the one on Burlingame Ave. read more

I recently had a great experience with Trish in the design department. She helped me select and purchase a large area rug. She is good with colors and we went through lots of samples to get the right fit. Everything works perfectly in our room. Thank you Trish! read more

I have been a Pottery Barn fan for many years, The majority of my furniture was purchased over the years....I am a great spokesperson for them....or was.....until this. I have contacted customer service over 2 dozen times with messages and photos they asked me to produce for them and have been left hanging with no resolution since my first email in January. The agent helping me left the job...no one took over the existing accounts or emails and it all went silent. I purchased an expensive sofa and chair some years ago. They were both manufactured by Mitchell Gold for Pottery Barn. They have down cushions. The problem is they have started to "leak" feathers everywhere. I can no longer remove the covers to be cleaned because I just come upon more that normal amounts of feathers that have leaked from their covers. This has gone on for awhile and has become a thorn in my side as they poke out of the fabric in good numbers all the time. Pretty soon my cushions will be flat at this rate! The only paperwork I have is a guarantee from Mitchell Gold on the "lifetime of the cushions". As I could never get a response from MG, I chose to contact PB as they were the contractor the goods. Two days ago, I contacted PB again and expressed my enormous disappointment in how this is being handled. So far, I have not had any response. What good is a guarantee if it is not honored? And, what has happened at PB to allow this kind of customer service to be satisfactory. I can tell you that I will not hesitate at this point to make this situation public and noteworthy to future buyers. They will no longer have any of my business for sure! This is a corporate oversight at best. read more

Jennifer and her staff are top notch. The store is run impeccably. It's a treasured resource for household items.

I wish I had read reviews before making a sofa purchase at this store. As of now, I am waiting for them to pick up my sofa and HOPEFULLY fix the really bad work that was done . I don't know where they are taking it, and I have no phone number where it will be fixed, and so I have no way of connecting with whoever will be doing the work. As of now, I have been given SIX numbers, and still don't know . I will NEVER make another purchase at Pottery Barn again. Rosanne V read more

My name is Doug and I live in Fairfax, CA. Once again, Pottery Barn shines. And when I say, once again, I'm speaking of purchasing enough furniture to fill a large office, a 2,500 foot home in Incline and my cottage in Fairfax. That's a lot of business represented by dozens of transactions. And so I say, once again, Pottery Barn shines. I purchased an area rug sometime in 2006... maybe 2007. Yesterday (Aug. 18th, 2012), I returned to the store with that same rug. I felt that it was defective. I'd kept it in storage for most of that time and brought it out two days ago to fill the space in a back room. Again, I found it to be defective as it had an oder that I found unpleasant. Not a moment of doubt from Janet who seemed to be one of the store managers working on the floor that day. My original request was that the store simply take it off my hands without expectation of a refund of any kind. I just didn't feel that I should pay the recycling center to receive the rug. Janet insisted that I could either take a store credit or go over to the rug section and pick out a replacement. I did just that. They took the old rug. I picked out the same kind of rug that is now made using improved substrate materials. That was it. I was on my way home with a brand new area rug. It's down on the floor. It looks incredible. No smell whatsoever. I'm happy. Thank you Pottery Barn. Thank you, Janet. And to the assistant in the design department who provided me with valuable input as I considered various rug options, thank you as well. Best regards, Doug G. read more

Horrible horrible exp every time I go here. These women are all old and grumpy who obviously don't like their job. They will get their panties in a bunch if you need them to check back stock for you. Smh what a place to shop. I'm appalled. read more

My husband and I have bought about $10,000 worth of furniture at this Pottery Barn. It had nothing to do with the staff because we knew what we wanted before we went there and everything to do with the quality of the furniture. You would think the people that work at the Pottery Barn in Corte Madera would at least acknowledge us when we walk through the door or in the VERY least, look at us and say "we will be right with you". We have stood around in that store waiting for someone to help us order furniture twice as long as it took to order it. They could at least smile once in a while, say hi or heck, flip us off. At least that would be some kind of acknowledgement. We went in today to order a wing back chair and no one even looked at us for over 45 minutes. We ended up walking out. This is the rudest store I have ever been in. I can't understand it either because the Williams-Sonoma down the way is as friendly and helpful as they can be and they are all the same company. Customer service at this Pottery Barn is non existent. They could use some common courtesy lessons. read more