I came in looking for pillow shams for my vacation home, and I was very pleased with my experience. Within 15 minutes of my entrance, I was acknowledged by three salespeople and made to feel quite welcome. I did purchase shams (on sale!), and the pattern is beautiful. I actually drove to Highland Village from The Woodlands due to the deplorable service I received at The Woodlands location, and I could not have been happier with level of service I received. I have read the other negative reviews, and I can only say that my impression could not be more different. read more

My fiancé and I were eager and ready to do a wedding registry here. I called to ask to make an appointment but they insisted that there was no need, just come on in and start scanning. I was a little skeptical at first but with all of the registry excitement I figured it would be fine. When we got there it took forever to find a salesperson who wasn't busy, when we finally got one they gave us a scanner and said go. Of course we had questions and everyone was busy helping other people, when I finally got the attention of a salesperson they suggested that I make an appointment. I explained that I tried to earlier and this is why we were stuck in this predicament. They managed to such all of the fun out of registering, so much so that they lost all of our business. read more

The service in this store at this particular location is the absolute worst. I don't even know why the store is open if the sales personnel has an attitude and has no intention of actually helping customers. We wasted nearly an hour after browsing going from one cash register to another and walking around the store looking for someone to helps us. They are usually on the phone and just stare at customers and then stand around gossiping with each other. Will never return based on the horrible service. I hope the management reads these reviews and recognizes that this store has a problem. The store is also small and doesn't have a good representation of many of their products. If you have a choice to go elsewhere, do. read more

Agree with the others that this location has terrible customer service. There were 2 employees on their phones trying to figure out social media in the area I was browsing. They didn't even look up once. I came in to purchase a quilt and some shams and found what I needed after 20 min. I went to the register and waited another 20 min.- trying to make eye contact with somebody, but no luck. I finally had to walk to the front of the store to ask for help. I recommend paying more attention to customers rather than social media. The Sugar Land location has way better customer service- that's where I will be shopping from now on. read more

Worst customer service ever. I wish there was a way to give this Pottery Barn location zero stars. My husband and I came to Pottery Barn to purchase a rug. We made a decision rather promptly and asked one of the sales associates to pull the rug we wanted to buy from their storage room. After about 15 minutes, she told us that they only had one rug, but it had been the floor model. She told us they would bring the rug out so that we could take a look at it and stated that the manager would be able to give us a discount. After over 30 minutes had passed, we still were waiting for our rug. We asked another sales associate to find out what was happening. Apparently, the manager, Harmony, who was supposed to be pulling our rug, was preoccupied with another task. The second sales associate went to the back to retrieve the rug. When she brought it out, we saw a large blue tag on the rug. The tag on the rug was labeled "Damaged." In the comments section, a Pottery Barn employee had written "Floor model. Dirty. Damaged." The second sales associate reiterated that the manager would provide us with some sort of a discount if we purchased a floor model rug. So, we decided to unroll the rug and look at it. After unrolling the rug, we saw that, as stated on the tag, the rug was indeed dirty and damaged. It had huge indentations, which only could have come from furniture sitting on the rug for long periods of time. As we were looking at the damaged rug, the manager, Harmony, emerged from the back room. We told her that the rug was damaged and that we would only consider purchasing it if we could get a discount. Otherwise, we would order a new rug. Harmony immediately began arguing with us. I was shocked by her rude, unprofessional behavior. She tried to claim that the rug was brand new and was only placed in a customer's home for a single day before they returned it. Harmony told us that the rug was not damaged, but that it just had the wrong tag. My husband and I could not believe that Harmony was telling us that the rug was new when the store's tag showed it had been damaged, the store's staff told us it was the floor model, and the rug, itself, appeared used and damaged. Harmony then told us she would not give us a discount because the rug was "new." Having wasted over thirty minutes in this store, we left. The only saving grace was the only polite, customer-service-oriented employee, Mario, who apologized and gave us the general manager's contact information. Although I have shopped here in the past, I will not be back to this Pottery Barn location. Do not come here unless you want to waste your time and have people try to sell you used merchandise at full price. read more

Store is well laid out and has a good product range. Unfortunately the staff are incompetent. Thankfully you can get better service at other pottery barn stores. read more

There is absolutely no reason to purchase anything from the store. If you like Pottery Barn shop online or one of the other locations. And certainly don't let them do you a favor and waive the shipping. You'll end up driving through traffic getting to the store and having to pay for shipping anyway. All in all I wish I had skipped the incompetent staff, and so should you. read more

I booked a Designer to come to our condo. We are moving in and in need of several items... including leather chairs and silk curtains.... I spent a long time on the phone explaining my needs/interests and asked that the designer show up with samples of the type of curtains I designed. 25 mins before the scheduled appt, the Designer phoned and said he just got to work and learned he had an appt with me. He had no information about my needs/desires and would be coming late. I explained that I spoke at length with someone and notes should be there somewhere. No interest and just said "it must have been done by someone new". I asked to speak to a Manager... and was told they won't have one until Thursday (2 days from now). Cancelled .... Customer Service is certainly not part of PB's interest. I will cut up my card there and find a new place to spend my money. read more

This store has terrible customer service. This is the 3rd bad experience I've had there. The first time I was returning a set of sheets that were piling. I hadn't had them long. With Pottery Barn prices I would expect that they stand behind their products. The associate treated me so rudely as if I were causing the piling to happen. The second bad experience I had I was ordering sheets. I received the wrong ones. I called to figure out what sheets I actually needed and the associate on the phone was rude. I have never had these experiences and have been buying from Pottery Barn for over 20 years. What I have always loved is their amazing customer service. I actually choose Pottery Barn products because of this. I'm not sure if I will continue to after 3 bad experiences in a row. Not 3 bad experiences out of 5 or 10 but the last three times I've dealt with Pottery Barn, it has been negative. It's disappointing to see their service decline so much. read more

I feel that the only people who are reviewing may be the ones who had a bad experience because I exclusively shop at this location due to their outstanding customer service and wider variety of products, as they are the largest location in Houston. Every time I come here, I have a pleasant experience with the staff. They take the time to help me find what I'm looking for and if they do not have it, they help me order it. They do get busy on the weekends sometimes, but they do their best to multi task and help everyone, so I don't mind the wait. When I ordered furniture, I had a small issue that was not their fault, but their customer service representative and manager helped me solve the problem to the best of their ability so I wouldn't have to deal with the 800 phone number. Overall I love pottery Barn, their products are such good quality - my sofa has lasted me for years and it's still going strong! The staff is friendly and knowledgeable so in my opinion it is worth coming to this location. Not sure why there are so many bad reviews. read more

Insanely rude, repeatedly. So rude and unhelpful that we had to escalate to the regional manager (forget her exact title, but she was great. She even called us to apologize for the service we received. Store? Never. All we were doing was returning a table and chairs because they came damaged. Took a week and multiple calls to finally return. Unreal. Go to another location if you can. read more

This store is so adorable. I love it and it's such a cozy feeling everytime I walk inside. My style is quite different sometimes from my boyfriend that's why he's not a big fan of the place but I am! I love their bathroom sets, and their holiday stuff. We got our rug from here and until now, our rug still looks new. Pricey but reasonable. read more

This store has awful customer service. It took nearly an hour to giftwrap simple wine glasses. It shouldn't have taken 10min IMO. I wouldn't recommend this store to anyone looking to shop and be out in a timely manner! read more

This is the WORST Potterÿ Barn store I have ever been in. The sales people completely ignore customers, not helpful at all. First I thought it was just an isolated incident with one specific sales person. NOT THE CASE. Every time, every sales associate. Rude! Go to Town & Country. Much better service and product knowledge. read more

Pottery barn does not honor expired rewards even in a PANDEMIC when their store was closed. Their reasoning was that the "website was still available". I wanted to use my $300 reward toward furniture (lots of it) right before my wedding. About 10 days before the reward expired, covid hit and shut down all stores and businesses except the essential businesses and cancelled all weddings in Houston. A couple weeks after my rewards expired I called the bank the pottery barn credit card it through, and they said it's up to pottery barn if they will honor the reward. I called PB several times in April to get ahold of someone at pottery barn corporate, but no luck and stores weren't open. So now when I can finally go into a store, they say it's their company policy to not accept any expired rewards because I could have shopped online. It's not like I wanted anything free, I just wanted the reward that was mine, that I spent $3000 last time (with many delays on delivery and a bad experience) to earn! I want to shop at businesses that take care of their repeat customers, so I will be buying all my furniture at Crate & Barrel for my new house. They just lost $5000 in sales this time around and a loyal customer. Never again. read more

Shopped this store for furnishings after Harvey; excellent service with furniture and household products. They were very accommodating and took time with us. After experiencing some delays on delivery, the store management worked to help improve our delivery date. They helped make a difference and we will now be back in our home very soon. read more

This review is specifically for the older gentleman with white hair who is an employee at this location. I went there to see if this store had a particular tray I was looking for (saw online.) He spent almost a good 1/2 hr looking for it in the store. He was very pleasant and helpful which was appreciated! read more

As many others have stated- terrible customer service. I ordered a coffee table from here and it arrived about a week later in damaged condition (shipped to the store- then picked it up from there). I called, and after waiting on hold about 45min the store finally speaks with me and tells me they will be placing a new coffee table, and it should arrive at the store within 3 weeks and they would let me know. 5 weeks later with no word, I called and after being passed around for 50min between staff, they said they would call me back, which never happened. The following day I called back, upset that it had been 6 weeks at this point, and after waiting on the phone another hour they finally said that they had shipped another coffee table, but it was also damaged and at the store, and they would place ANOTHER order for the a new table. (Mind you, they didn't think to take action when the 2nd table arrived). 3 weeks later, the 3rd table arrives and I'm finally able to pick it up. It took 9 weeks for what should have been a 1 week period, and the entire time the staff was aloof, passing the blame on between different staff members, and very obviously annoyed that they had to deal with this issue. While their products are beautiful, I would suggest taking your business to another Pottery Barn in Houston who actually cares about their customers read more

Horrible customer service. First off the sales lady I was working with was a complete ditz. She kept giving me duplicate quotes. Then when I asked for swatches she just started pulling any random swatch...two of which weren't even offered for the couch I wanted. I would ask for a swatch in a particular color and she would start looking up the quote instead. When she would give me a quote it was for the price you find online after tax and shipping. A trained monkey could of done that! These people have no idea how to make a sale. If they did they would of given me the price after the Memorial Day weekend sale but instead it wasn't even mentioned until after I had mentioned it myself. At this point I was already flustered so when they explained they couldn't give the military discount in addition to this weekends promotion I was extremely irritated. I would suggest save your money and go somewhere else or just order online. You can get swatches shipped to you for free (if I'm not mistaken) and they offer the same sales in-stores as they do online. Literally no room for negotiation at this establishment. These people are just glorified cashiers. read more

I am glad to see that I am not the only customer that had terrible customer service at this location. The older lady that checked me out rolled her eyes at me multiple times. I accidentally hit cancel on the credit card machine, rolled eyes. Asked if I could get my item wrapped, rolled eyes. When she told me I would have to wait 20 minutes for wrapping (I was one of few customers in the store since I went right when they opened) and then I proceeded to ask just for the ribbon so I could tie my own bow, rolled eyes. I work in the customer service industry, and this service would be the exact way to be fired at our company. Pottery Barn clearly doesn't take their customer service seriously since there are so many negative reviews on Yelp. I am kind of tempted to take them off of my wedding registry so none of guests have to experience what I went through. read more

The customer service at this location is HORRIBLE! The sales associates all run around acting like there so busy and have no time for you. I just see a lot of people running around doing nothing. Customer seem to come last! The district manager needs to give this location a secret visit and see for themselves how bad it is. Then again, maybe they do not give a sh!t either. read more

Awful customer service. The staff doesn't have a clue. Their gift wrapping service takes quite long, store needs better training overall.

SO disappointed after ordering over $2,000 worth of furniture from this store and not only was my shipment over a month late, I was given terrible customer service when contacting their 800 line, continually transferred over to different departments, zero apologies, and I had to be the one in constant contact with them. I never received an update on my delivery from anyone at Pottery Barn until I contacted them. read more

Warning do not ever go to this Pottery Barn and return something! In November of last year I returned a $380 comforter to the store. Now it's almost May and I am still waiting for my money to be returned. I have called Pottery Barn headquarters and have been told multiple times there was an ongoing investigation. Clearly my ongoing investigation will go on forever. No one cares at Pottery Barn and no one in the store cares that they screwed you over!!! Seriously who returns something and never gets the money back?!!!! This is not chump change! It's $385!!!! I have shopped at Pottery Barn for 20 years and have my house full of Pottery Barn. Thanks for teaching me a lesson because now that I know you guys could care less about your customers, I will never ever step foot in any of your stores again!! Your customer service is a sham and so is the store! Save yourself time and money! I'm going to Restoration Hardware for everything from this day forward. It's nice to know they compete with you in all categories (adults, teens, and children) and their products are much higher quality. You guys are the worst!!!!! read more

Shopped at both Memorial and Highland Village stores. Service is night and day. Stay away from HV. Poor service, little interest in your business, made little effort to find a rug showing 3 in their inventory. Memorial staff was friendly, helpful, and responsive. Even if you live inside the loop, drive out to Memorial store, you won't regret it. read more

I had a good experience here. I had researched the furniture online and wanted to see some things in person. I came in on a weekday so it wasn't to busy. A designer named DD was very kind to me and did a great job showing me the features, measurements, and upholstery options for things. She then came to my house and helped measure my space and gave me some design tips so that I could order the right size furniture. She even waited patiently for another week or so until I dragged my husband into the store to look at and order the furniture. The couch just arrived but there is a delay on the other things. Overall, my in store experience was very good. Customer service on the phone has been hit or miss. read more

I ordered a bed over the phone. The salesperson was very helpful and I was pleased. The bed was not in stock and I was told there would be a one-month wait. Approximately a month later I got an email saying my bed was ready for delivery and to pick a time. Because of personal time constraints I chose a date approximately a week and a half into the future. I was so excited about getting my new bed but the day before it was due I got another email saying schedule your delivery. When I called, I was told the first appointment didn't go through. Now I have to wait another week. In my opinion, the email should have been followed up with a phone call. The bed was expensive and so was the delivery. They need to revamp their delivery policy. I am hoping when the bed does arrive it will be worth the wait but I will think twice about ordering large pieces from Pottery Barn. They depend too much on technology in lieu of good, old-fashioned customer service. read more

Please do not waste your hard earned money on this company. They may have nice things but the customer service, the headache and the hours you will waste on the phone will not be worth it specially knowing they are taking a huge chunk of your money. My experience was so bad I could write a novel but I won't. Let me tell you what to expect. They are rude! Once you call the store after you have made a purchase they will not return your calls, they will sound annoyed by your questions they will have you call the customer service line. You will spend hours on the phone with customer service they will hang up on you transfer you around and you will repeat your self more than 20 times. I ordered over $5000 worth of furniture, I only have one sofa, the other sofa should be arriving by 2/15/16 so they say! My ottoman is on back order and they have no idea when I will be getting it. I placed my order 11/28/2015, with so many complications. Ridiculous!!!! Horrible! Worst experience ever! Never did I imagine that pottery barn operated in this manner. Don't do it, stay away from them take your money to a company that values their customer. I hope one day they go out of business. Read their reviews, that's the mistake I made, I read the reviews after I made my purchase. I was so shocked to find out that everyones experience was just like mine. read more

My wife and I ordered two of PB's Manhattan Upholstered Recliners. We experienced customer service issues and frustration at the Highland Village Store similar to what others have described, but we persevered since the chairs looked and felt so good on the showroom floor. I had frustrations getting the chairs delivered, which I will summarize by saying that I had to be very proactive, and I work at home so I'm always there! Both chairs broke in the first week that we had them. Of course, since we chose the upholstery from PB's book of samples, they are "special order" items, and cannot be returned. I have spent untold hours pursuing resolution. They eventually sent a local furniture repairman to look at them, and he declared that the frames on both chairs are broken, and that they were fastened only with simple glue joints. I am a patient person, but I'm really fed up with dealing with poor service and employees at every level who don't know how to do the job they are supposed to be doing. I finally found a phone number for the person who is CFO of the parent company, so I called there to complain. The CFO's executive assistant seemed to be very responsive to my concerns: we will see if I can get any positive results. read more

I was registered at Pottery Barn for my wedding. I received a set of Salsulito plates, bowls, and coffee mugs as a gift. After about one month I noticed chipping around the sides of the bowls and plates. I have to say I was surpirsed. We were fairly gentle with them. It wasn't the huge gouges you see when dropping or clashing things together. It was numerous chips out of the paint. I went to the pottery barn store twice to exchange the dishes that had chipped for new ones. However, I noticed still more chipping. Finally I decided that the quality wasn't what I was looking for. Especially considering I had the plates for three months only. They did let me return the dishes for a totally new set in a different style. BUT, not without first hearing from the manager that "Oh, that's what they do honey.... they're pottery, they chip. I have some just like it, and they chip all the time." I wanted to say, "Well, it sounds like you should return yours too!!" read more