I truly hate leaving 1-star reviews, but after quite a few years of being a customer with no spark of improvement, it's time for a review. Terrible customer service! Any time I ask someone for help they act as if they are being inconvenienced. "Where can I see the swatches?" I asked. Their reply, "Over there," while pointing to the other side of the store. I stood in front of her for 5 minutes before I asked for her to show me where "over there" was located. In a drawer under a table... how was I to know that?! Nearly three weeks ago I stepped foot in this store to return multiple items. Potterbarn.com provided one label for a curtain rod, pendants and finials, so I HAD TO GO to their Corte Madera store to process the return. Potterybarn.com told me I could return the items in person to this location for an instant return, but of course the employees here only want to do the least amount of work possible. Not only would they NOT process my return they told me that since I printed a return label I HAD TO mail the item back (which is NOT true). They did offer to send them back for me given the large size of the boxes, which is what we did. So now three weeks later my items are still not received by the Pottery Barn Warehouse and potterybarn.com customer service cannot locate the UPS label that the items were ever sent. $800 in returns are probably still sitting in the back of their store.... or somewhere they shouldn't be. Very disappointed in this store. Great location, great products, fair prices, love the quality, love the style - but I cringe when I think of stepping foot in their brick & mortar. read more

I received multiple marketing outreaches from Pottery Barn touting their free design consultation services, and I finally called the store as I was preparing to redecorate my entire living room to arrange to meet for a consultation. One woman at the Corte Madera store was "highly" recommended by her peers, likely because she happened to be the one on shift that day. Despite my attempt to call ahead so I could have an appointment, the woman i met with was unsuccessfully trying to manage multiple calls and customers, and so incredibly distracted, I had to repeat myself multiple times, she had no ideas, did not offer any solutions to one design issue I had, but was certainly ready to "write my order". I was prepared with a layout of my room, photos of current pieces, and swatches of finishes. Yes I should realize that Pottery Barn couldn't possibly employ hourly staff who actually had design skills. This woman was not savvy enough to recognize she could have made a sale several times bigger had she just listened to my needs and offered the design services touted. If others have had a similar experience to me, Pottery Barn is actually diminishing their brand by offering something they cannot deliver. I ultimately ordered a set of club chairs, only with the condition that I could get them before mid-October. I was told by the store that it's better to order through the store so they can watch my order. Now it is early October and I was recently notified that they are on backorder and won't ship until early December. Not a peep from my store person who is supposed to be helping me out. Anyone who knows about ordering furniture approaching the holidays, means that they have totally stranded me by not holding their supplier to their deadlines. I will never furniture order from Pottery Barn again! read more

What a disappointing experience being in Pottery Barn today after its remodel. It no longer gives one that pleasant, "ah" feeling. I seriously felt as if I was at a swap meet. Items are piled so closely together and in such a confusing manner. It was definitely sensory overload. Rather than wanting to linger and look around, I could not wait to leave. Who did they hire for their store designer? It is absolutely horrible looking and chaotic feeling. What a shame, as it used to be designed so nicely that it was always one of my "must stops" whenever at the Corte Madera mall. Not anymore. read more

As much as I hate to admit it, I actually like Pottery Barn. Their products are absurdly overpriced but simple and pretty. That being said, the service at this particular store is atrocious. I went to buy a Mothers' Day gift and, in spite of the numerous employees in sight, couldn't seem to find anyone willing to help me. Oddly enough, they all seemed to be chatting with one another and ignoring the customers. That's not quite right - allow me to clarify. They were ignoring the customers who didn't look like suburban trophy wives toting their husbands' credit cards. I don't dress up to shop; I shouldn't have to. I might have written this off as an unlucky, singular occurrence if I hadn't experienced THE EXACT SAME THING when I had to exchange my gift (because the employee whom I finally cajoled into helping me sold me the wrong product) a few days later. I stood at the main cash register - after being shooed (yes, actually shooed) away from a smaller check-out station - for well over 5 minutes before one of the THREE women working there looked up and asked "You've been helped, haven't you?" As though she hadn't been present the entire time I had been standing there, not being helped in any way. There wasn't even anyone else in line! I've worked in the service industry; I know that customer service can be a tough racket. But treating people this way is not OK. This store has lost my business for good. read more

One of the worst buying experiences ever. We will never buy here again...customer service, hahahahahah, but we answer our sales calls lickidy split. read more

I agree with many of the other reviewers. I order furniture and lighting etc. through Pottery Barn b/c I like their products, it definitely does NOT have anything to do with the customer service. Their customer service leaves something to be desired, to say the very least. They are neither helpful, nor knowledgeable about any of their products. Every question was followed by, 'I don't know, let me ask the manager. I don't know that either.' I placed an order over the phone but should have just done it online. I am much more efficient at placing an order than their own employees. When I said I might as well just order online, the lady on the phone said, 'well i've already done all this work!' Really?? It was more work for me just to talk to her. She was unhelpful and rude. Like I said, I do not shop at Pottery Barn for their customer service, b/c it flat out sucks. read more

The smug customer service over the phone totally turns me off from ever stepping foot into this particular PB. Based on the other reviews, I'm not alone. I'll stick to the PB in WC or Emeryville. read more

I ordered a chair in late April. I was told it would arrive no later than June 25. My online tracking then said it would arrive between June 4-6 and I'd be called to schedule delivery. Time frame came and went. No call. I called them and apparently the chair wouldn't arrive until the 11th. 11th came and went. No call. I called again. Apparently the every single person I spoke to had different info - "it is in the warehouse, someone will call you in 2 hours", "it isn't in the warehouse, I can't tell you anything further". I got the run around for 10 days and never in that time did I receive a call from PB. I always had to track them down. Today I'm told it will still be at least 1.5 weeks before it is even in Northern California and from there, I'll have to wait for delivery to be schedule. Fine. As annoying as it was, I could deal with the unbelievably crappy communication from June 4-21, assuming I would receive my chair by the original drop dead of June 25 but now I'm looking at July delivery. Oh and on almost every call I made I had to wait over 20-30 min for someone who usually couldn't help me and had to transfer me. I can safely say I will never order anymore furniture or large purchases from PB. This has been a ridiculous mess. read more

Ordered Christmas gifts December 9 - 3 MLB personalized glasses, given a delivery date of Dec 16 and I am still waiting. I have been told it will take up to 48 hours just to get a status on where these are in the fulfillment process! It is all about expectation setting! read more

something has seriously changed with pottery barn customer service on line. not only were mistakes made in custom orders ...the time and repeated effort to get things right (still don't know if it is right) has been frustrating and time consuming. i don't know about the stores but if their service is as poor as their on line service some one needs to take a good look. i will probably not order from them anymore even though all of my furniture is pottery barn. read more

I have to say that I love Pottery Barn as a whole, but I have been to this location several times and every time I get rotten service. The staff is so rude and they make you feel like you are bothering them. I will actually go out of my way not to go to this Pottery Barn. Sorry :( read more

Pottery Barn has wonderful, beautiful merchandise, but either their store policies or some of their sales personnel have to go. My experience was in the Corte Madera, California store. A friend wanted to purchase window panels for a total sale price of $250. This store did not have all six of them in stock. The sales clerk gave my friend the phone number to call and told her to purchase them on line herself. We started to walk out of the store, when it came to me that this was a lost sale. How could a sales person not do their job and let us walk out of the store. My friend wasn't upset at all and just thought this was business-as-usual. I explained to her that this was horrible sales training; so I went back into the store and asked for the manager. The manager was very busy, but she listened to my concern over poor sales practices and took the information. She asked if we could come back in an hour or so and she would have the order for us. We went to lunch in the same shopping center, the manager called, we went back to the store, and the order was placed with no shipping charges. Now, why did we have to fight for this? read more

Post #2 -- See below for original post. My experience was so horrendous, it deserves a lengthy post to detail all the days (nearly 3 months) of rage and frustration I had to endure from this store! Sept 31st - phone call from the delivery company said delivery would happen Friday, October 2nd - which means we will have waited 2 MONTHS AND 4 DAYS - OR 66 DAYS, for delivery of a sofa from Pottery Barn. BUYERS, BE VERY AWARE OF THIS COMPANY AND IT'S GROSS INCOMPETENCE!!!! October 1st - had had no phone call confirming delivery of sofa tomorrow, Friday 2nd, so I called them: Pottery Barn Scheduling Department: 1-877-298-3583. Waited on the line for about 15 mins. and eventually spoke to Samantha, who said that she would send an urgent email to John regarding delivery (with 3 men!) tomorrow, and that she would call me back no matter what the response was from John. No call at 7pm so I called them, and the phone just rang. So I called back a few minutes later, waited for the phone as it rang for 5 mins and was then answered by someone who passed me on to Samantha, who was very apologetic. I gave her a broadside" of my thoughts and she said she would email John again and call him at 10am tomorrow - and nonce again she promised to call me by 11am no matter what. Oct 2nd - Naturally, no phone call from Samantha by 11am, so I called her. Was told that "she is on the phone with John right now" and will call us back asap. I told PB that we were going out at 11:30, so she had better call before then to tell us if we are going to have a delivery today, and that it will have to be after 3pm, when we return to the house. Oct 2nd - 3pm: Returned to the house, and of course, no phone notification from PB - nothing. So I called again and got someone to commit to a Wednesday Oct 7th delivery. I made sure they understood and will communicate to Dispatch that it will need THREE MEN to bring the sofa up. THIS IS DELIVERY FAILURE #3!!!!! Interesting that when you search for order #052085351882 (our sofa), it says "Pottery Barn White Glove Service" delivered it August 29th! "White Glove Service??? LMFAO! Boy, these people are the worst. Oct 6th - no call from PB (naturally), so I called them. Got someone called Gabriel who confirmed delivery Wednesday Oct 7th, 11am - 1pm. And he confirmed to me that the delivery is going to have 3 "drivers" to get the sofa upstairs. Oct 7th - sofa finally delivered - after 3 separate phone calls re delivery. So now, we have the sofa, but after this extremely painful, frustrating experience, we have no energy or will to try to claim a refund on the delivery - which was promised us because of PB poor service. Time to just move on beyond this experience, and move on beyond Pottery Barn - FOREVER! read more

Pottery Barn has always been one of my favorite stores, and I've bought many pieces in the past. However, I will not be returning to Pottery Barn Corte Madera, nor may I ever purchase furniture again from this store. Beware of their "complimentary design services"; you get what you pay for. I had a gal come into my home and measure out space for a sectional. When I received the furniture, it was much too large; it took over the whole living space. I asked the store to please work with me; perhaps take it back and give me store credit and help me find a piece/s that would work. Because my piece is "custom," (it's a wheat micro suede, a fabric that is so common in their furniture out on the floor), they won't take it back, give me a credit, or help me in any way. I've played by their rules (have had someone come out and measure before purchasing), and yet I'm still haggling over this. I'm still waiting for resolution from the store manager and hoping that PB will play fair. Dealing with PB has been such a hassle; it's not worth your trouble. Perhaps the PB in Santa Rosa is better. read more