Excellent customer service. They swapped out a defective product without causing a fuss.

So, I should be greeted like everyone else who walks into Pottery Barn. Yes I'm a woman of color. Wednesday, July 15, 2026; I needed to go there to check out three things: sale/clearance items, candles for holders I bought elsewhere, and duvet down alternative covers. As I was looking at the first two things before heading to bedding, I noticed how the sales reps were talking to other customers with a bubbly personality. When I went to the bedding section to look at the down fill alternatives, I heard a customer ask a sales rep for the price of a bedding item. I watched her go to the computer, come back, and tell the customer the price. Then the customer asked if it was in stock, and the rep said yes. After she walked away, I stopped her to ask the price of two down fills. She immediately told me "This is very expensive." Then she also said there are other sales reps who work in this department. I thought, "You didn't tell that other customer that." She said it twice or three times about the down fill alternative being expensive. I looked at her again and said I didn't ask you that, I just wanted to know the prices of these two items. In my head I'm saying too myself I had one before and I know they're an investment; I just needed a price. She came back and told me $379.00 and $549.00 for the one she called "expensive" and walked away. To be honest, that's not expensive, it's an investment because you'll have it forever. I don't buy online much because I like to see, touch, and feel the product. That's why I was in the store, not to waste anyone's time. There are about ten to twelve styles, so again, I wanted to see them in person. Please treat me the same as anyone else, no matter what my race is. This isn't my only time shopping at Pottery Barn. Oh, I did ask for the salesperson's name, and it was Theresa. Pottery Barn please do better!!!! read more

Pottery Barn - Down Fill Alternative - Furniture Stores Near Me - Leawood, Kansas

See all

I got the Chris Loves Julia Parasol Semi-Flush Mount ceiling light from Pottery Barn Teen last year for my daughter's nursery. We got it a few months before putting it up, as the baby wasn't here yet. About 8 months after it was installed, we noticed that it was completely deteriorating; the shade material cracked all over, and chunks were falling from it. We rarely ever turn on the ceiling light, there's been no water damage or anything environmentally concerning- it's certainly a manufacturer defect. This light was nearly $250 and the material is akin to thick paper. I called Pottery Barn customer service about it and they said "sorry, after a year since delivery, we consider any problems a customer is having with our products to be at the fault of the customer and there's nothing we're going to do about it at this point." Crazy awful quality and disappointing service. Guess that goes to show exactly why they don't display public reviews on their site. read more

Pottery Barn - Chris Loves Julia Parasol Semi-Flush Mount ceiling light- completely deteriorating - Furniture Stores Near Me - Leawood, Kansas

See all

Awful custome service. Item took over a month to ship, then arrived damaged, and they would not accept an exchange or return because the item was a "drop ship" item. I'm out $600. read more

Came in to look at a $3,000 bed and no one said hi or welcome to me. Multiple employees were not with customers. I even crossed paths with an employee and I said "Hello" first. I crossed paths with her again later, she still didn't say anything to me. No one ever asked if I needed help. So I went to crate & barrel to buy a bed. read more

Pricey? Sure. But this place is like walking into a Pinterest board come to life. They had exactly the glassware I was hunting for, and then I got distracted because the bedding, the décor--basically everything--looked like it wanted to follow me home. The sales lady was friendly and helpful, which makes spending too much money feel slightly more justifiable. So of course I signed up for the rewards--because clearly I'll be back. read more

The staff at thi store is so unhelpful and rude. I have been back 3 times to get fabric samples and the ones we ordered never came. They wouldnt let me check out a sample even with a large deposit. So I ordered $12k+ of upholstered furniture for our new home across the street at Crate and Barrel where they actually care about my business! read more

The woman who I spoke with was unhelpful and rude, will not be returning to this location. Any other location I've been to I've been properly helped. read more

Very rude - my husband and I went into the store to look at a few pcs we saw online. Only one sales woman offered to help us but we were just looking. When we needed help again we were handed off three times and each time the sales person begrudgingly helped us. We had made a choice on a sofa but just went home and purchased it online. My husband and I were dressed in our house comfies, apparently we didn't look like we "belonged" in the store. I really hope they work off commission so I can be happy that non of them received credit for our purchase. read more

Generally speaking, they aren't the most pleasant. I find the sales people kind of cold and unfriendly. Pottery Barn in Rilling Hills Estates, CA was the best. They had the best customer service. They knew me by name because I shopped there so much. But the PB in Leawood, KS is very different. It's sad. It makes me not want to shop at that particular PB anymore. Today, I had to get a visual display person to help me because no one else asked if I needed help. I will say that she was very nice. I saw the stairs manager and have spoken to her in the past on more than one occasion. Today, I didn't even get a hello or any kind of acknowledgment. read more

I love everything that I see in Pottery Barn but the prices are always very high for what you get. The quality is the same as something I can find for half the price somewhere else. The store always smells great and the employees are very nice but I rarely make a purchase here due to the high prices. read more

Sales clerk at Leawood store misrepresented the cushions to my furniture by showing me something on the floor that would be "identical" to what I was ordering. However, once the pieces arrived (in 6 separate deliveries, not the 3 she promised) the cushions were only half the depth of the ones we measured in the store (she had us sit on multiple pieces to test for comfort). Another thing she FORGOT to mention was that much assembly was required!!! My husband spent 4 hours putting together our pieces, some of which did not fit well so new holes had to be drilled. For the amount of money we spent for these furnishings we fully anticipated furniture that would not be assembled in our home. We requested the Pottery Barn assembly service and were told it wasn't available. Assembly was not mentioned on the website for these pieces either. So, after the time spent in assembly, making arrangements for multiple arrivals, and spending alot of money for the furniture to begin with - we have very basic pieces that are not as comfortable as we had been lead to believe they would be - stay away from pottery barn. read more

Store is clean and well organized. Staff, who outnumbered shoppers at the time I was there, were inattentive. One lady was on the phone with a customer but the others seemed to be in a hurry to swap out the seasonal merchandise. I was obviously looking at light fixtures but nobody asked if I had questions. Three employees simply walked by. Then I was in the bath area looking at mirrors and one of the employees came around the corner pushing a huge cart. Didn't say, "excuse me." Just stared at me over her mask while she waited for me to get out of her way. At that point I laughed to myself and left. Step up the customer service, ladies. I was in there to possibly purchase two fixtures and maybe a bathroom vanity mirror. read more

They won't let me add to an order that is scheduled to be delivered in December. Oh and they won't let me cancel it either! Comical. This is why people shop at Amazon. read more

I like Pottery Barn, but I am not a fan of this location. The selection felt less-than-ideal compared to other stores I have been to. Not only that, but the staff seemed to have an attitude. I rolled in in a hoodie and jeans, and nobody working there offered to help. They just looked at me and kept walking. I'd be curious, if I walked in with a suit and tie and the same people were working, if they would help me. So needless to say, I left empty handed. Pottery Barn is cool, but this location wasn't. read more

I had an issue with one of my returns not giving me the full refund due to factors outside of this store's control. I spoke with Linda who was kind and professional, and made sure to give me her name in case follow up was necessary. The issue was fixed pretty quickly and I'm very happy with the way my concerns were handled! read more

First, DO NOT register for your wedding at this location. My wife and I chose Pottery Barn as one of our two registry places (the other being Kohl's) and the experience at this store was horrible. It took them 45 minutes to get our scanner working and our registry activated. The only reason we still chose them was because our wedding was in Omaha, NE and we DO like the store there and many of our guests were from the Omaha area. Second, obviously this place has some great products and when you walk in it's hard not to want to buy everything you see. Then you go to check out (with your wedding gift cards, for example), and they don't have half the stuff you want in stock and then some of your gift cards don't even work when they try to purchase them online (but work in store of course). What?! The checkout process with them a full hour while we waited and they still didn't have our order correct. We left, and they had to call us later after to follow up on our order, finally getting it correct. Now we are getting a bill in the mail for what we still owe with our gift cards. They did give us a 20% discount for the inconvenience, which was nice. Last, if you're wanting to just drop in and get something quick, you might be okay. Just don't register here. It's a huge waste of time. Do it online! Or just go to Kohl's and have zero issues. read more

More "barn" then I prefer, but here's what I go for- Candles (large) Frames for art and photos (great sales.) Great White dinner wear (this stuff is still going strong after years!) Specialty holiday items (Halloween stuff is fun.) Here is an interesting tip- there is a great bathroom in the back of every store. So, if you want to avoid some of those nasty department store bathrooms, pop in here. Watch out for wandering housewives with more money then taste. They monopolize every register with special demands and questions. read more

Awesome bedding. Everything else pretty much sucks though. It's like Ethan Allen trying to morph it'self into Crate & Barrel. It's just impossible. Pottery Barn Kids though I have to say is a little more interesting than this location. Of course that presents the problem . . . . you gotta have kids . . . . read more

Who doesn't love Pottery Barn? It is a good sized store with an okay selection; the staff is polite but not particularly attentive or voluntarily helpful. I was a little bit underwhelmed, but it is still a nice place to browse and has great accent pieces. read more

Purchasing furniture from Pottery Barn has been an excellent experience, EVERY time. Great quality, always better than expected. the delivery experience is Excellent as well. I can't say enough positive things about my sectional sofa, double door book case and the open book case that is in my spa room! Thanks to all the thoughtful help! the prices may seem high, but the quality is worth every penny. read more

I called ahead to hold a coffee table. Spoke with 2 associates and both were very polite and helpful. Arrived to purchase the table and the associate was so friendly and pleasant. Picked up the table from the service area and both associates were super. They were friendly, professional and fast! Thank you Leawood Pottery Barn for making the 4 hour drive worth it! I'm surprised at the other reviews, this store and shopping experience was fantastic! I must also note this store is in a beautiful shopping center and their store had a great selection. I'd highly recommend and will be back. read more

My friend and I are both twenty years old and we walked into pottery barn looking for some drapes. We were not greeted or looked at once we stood in the corner for 15 minutes looking around and no one would even acknowledge us. We clearly looked like we needed assistance and every time we had looked at a employee they turned their head to us. We are not sure if we received this disrespect because of our age but will not be giving pottery barn our future services. read more

Called twice, two different occasions to ask for a price on a product. Ready to buy. I was never called back, though they took my name and number. With this kind of customer service why would I spend my money here? read more

Big beautiful store in Leawood Kansas loaded with lots of decorating ideas and friendly sales people. Went in to look at Lilly bedding and found exactly what I wanted in stock and on sale. Can't get any better than this.!! Thanks Pottery Barn! read more

Holy smokes! My recent experience at this Pottery Barn location prompted me to look at previous reviews. Despite the negative comments regarding the customer service, nothing has changed. I was treated so rudely by a sales clerk who was at the end of her shift and clearly didn't want to take the time to wait on me. Well, she lost a $200 sale. And her replacement was no better. Do these people just hate their jobs or do they prefer to just cater to their Leawood regulars? What a bunch of snobs. If I could give it zero stars I would. I can get better customer service at Target. read more

Terrible experience from start to finish... One year and counting... Still waiting on a refund for two defective chairs.

Pottery Barn lost me as a customer yesterday. I had purchased several items online as every time I've been in the store I am ignored or they don't have much of a selection. Yesterday I brought back items I needed to return and the associate that processed my return actually asked me if I kept anything from my order and that I should be shopping in the store to support that location to keep it open. Needless to say, I think I'll take my business elsewhere given the options in Leawood and won't have to deal with passive aggressive comments from associates read more

I am in the process of redoing my now teenage daughter's room and had found some great deals on shelving, seating, decor, etc. online. I was so excited! I live in a newer area where there are still new homes being built (currently one right across the street from my home) and was pleased to see that my PB Teen orders could be shipped to my local store so that my packages weren't sitting out on my front porch for hours (I work full time outside of the home). I waited until all my packages were received at the store but, unfortunately, my mother (who is battling cancer) was admitted to the hospital for a week and I was unable to pick up my delivered items. I really do understand that keeping my "delivered" items was a bit inconvenient because of the sizes of the boxes. And, honestly, I didn't realize the size of the packaging. My issue came when I finally picked up my items yesterday (10/31/17) after work. I went in and Christie (?Kristie?) was the first person I approached about my pick up. I apologized right away about the delay and told her I had items on paid hold (like I was told to tell them). She was curt and grabbed another gal named Deb (I believe) over to discuss my order. I went to the backroom with both of them and I was a bit shocked and how many boxes there were and their sizes (again, PB does package their items VERY well but it makes it extremely bulky). When I mentioned that I didn't realize how much there was, Deb made a comment of "Didn't you realize you ordered this much?". I told her of course I knew I had ordered multiple items but didn't realize the size of the packaging. Christie then grabbed a box, as did I, to see if we could consolidate some of the items (PB had put a single chair cushion in a HUGE box by itself). The entire time she was assisting with this, she kept sighing like this was just an inconvenience and she made me feel like telling her to return everything right then and there. I chose not to because these pieces were truly ones I wanted so I just bit my tongue. They had one other lady come and help carry the heavier items and help me load into my car (I did not get her name but she was SUPER NICE AND HELPFUL!! I wish I would have gotten her name). When I went out with Christie and the first batch of items and she saw my car (Toyota Venza, I had the seat fully down for maximum space), she instantly said "There's no way we're going to get all of this in there", again, very curt and, in my opinion, rude. But, the 3rd gal opened my vehicle and said that we could certainly make it work. Everyone helped load and I was able to take all but the last box (a desk chair) which I will return for today (11/1/17). Deb had also mentioned that she was not able to leave voicemails for me regarding my order because my inbox was full. I thanked her for letting me know about that but, when I was getting ready to leave, she snarkily said something about getting my voicemail fixed. Again, I will be going back into that store to pick my last item up but it really makes me ill to my stomach just thinking about how these ladies felt they could treat someone so rudely. My experience with ordering, etc. was great, but, the in-person experience of these two sales associates was enough to make me rethink future purchases. Sad. read more

I'm a huge Pottery Barn fan. I was really excited to come into the store instead of buying online. But this PB sucks. It isn't very large and the employees are uninviting. I think I look a little young for their average clientele, but I was dressed nicely, and I was giving all the signals that I was there to buy. I was completely ignored- not a word in the half hour I wandered around the store trying out furniture. Don't judge a book by its cover, PB. I'm a doctor, I just bought a half million dollar home, and I was prepared to buy furniture to fill it. But I'll just head on over to Restoration Hardware... read more

I always have a good experience at this location. I like the selection- it has almost everything that you would see in the catalog. Usually, I am left alone to do my shopping, which I prefer. When I have a question, or I'm ready to make a purchase, then I go to the register for help and the employees are always friendly and happy to answer questions. If I had any suggestion for this store, it would be to hire one additional person just to greet people at the door. "Hi! welcome to Potterybarn! Let us know if you need any help :-)". Really, I think it would set a very positive tone for shoppers because the registers are always busy with purchases or returns. Otherwise, I would recommend this store to anyone who likes Potterbarn! read more

Pottery Barn Kids lost me as a customer. One of the managers had the nerve to aggressively speak to me when I tried to get help with the size of something just a few minutes before the store actually opened. She was terribly rude. I had a fussy one-year old in the car, and you would think a childrens place of all places would understand that. I went in and demanded an apology, and she was still insincere. Other employees witnessed the interaction as well. I will never set foot in the store again, and cancelled my card. I made several complaints to corporate. We were customers for over six years and three kids so we've purchased our share of their products. Too bad because I like their merchandise. Other managers were helpful and tried to remedy the situation. They were helpful however, I will never be treated as such by a business I go out of my way to patronize. If we need something, it will be purchased through the online store. The irony is the store associates tell you to shop the store instead of online, however they do not treat their customers that do come in so well. read more

I wish I had read the reviews before buying. Everyone one of the bad reviews, I can relate to! Warning: Know that you will only have a good experience with the white glove delivery if you buy one item. If you buy 9 or 10 pieces of furniture as we did, you have to wait until ALL of the items are at the warehouse before they will deliver. If any of those items are custom you could be waiting for months. But, your credit card will be charged at the point each item is shipped to your local warehouse. The charge will occur even if the delivery won't be for months because you are waiting for the custom piece. If you have any questions about the tracking of the delivery (which you will because the site doesn't always update), you will be on hold for an hour. My orders were placed on May 11th and May 23rd. The only items we have received are the 3 items that came by mail or we picked up at the store. And even the pickup at the store was a complete ordeal. We were told two days. It was over a week. When I called to check on the status, you would think I was interrupting surgery. I am told that maybe the last item will be in soon and MAYBE I can set up delivery next week.....IF an opening is available. GO ELSEWHERE! read more

Very poor communication. I ordered a bed two months ago. The "white glove" delivery date keeps changing with no communication to me. When I call to determine why the bed was not delivered I stay on hold for 20 minutes before I cal talk to "I could care less" representative. Terrible read more

Never anyone to help in this store!! Always seem so busy doing nothing! They complain about people shopping online but at least you're not ignored!! read more

I am extremely disappointed with the Pottery Barn Kids Store in Leawood. I walked around the store for almost 25min before I was even greeted. The older woman with dark brown hair was extremely rude and snotty!!! A grandmother asked her for help and she told her to ask someone else for help! Let me remind you, this employee that refused to help the grandmother was walking around and she wasn't helping anyone! The store was dead! Why couldn't she help the grandmother? I'm sorry but I have been to the STL store and they treat EVERYONE with respect and they are so friendly!! They have great customer service. I don't understand why these employees in the leawood store are snotty, it's not right. I made a $200 purchase at Christmas time, and kindly asked if they could wrap my purchases and the girl behind the counter rolled her eyes and acted so annoyed. She gave me wrapping paper and asked me if I could wrap them myself! No joke! I won't be back read more

I would give negative stars if I could. Pottery Barn has just lost a very profitable customer, and I will tell everyone I know not to shop there.I had the worst experience with an online return that I have ever had with anything. Even spoke to the Manager-Jesse who was very arrogant and condescending, does not know the concept of keeping good customers happy or customer service. I have literally spent over $3000 at Pottery Barn-online and in store in just the last few months, and much more in the last several years. I returned a rug and long story I have been on the phone day after day to get the refund credited ($350) and was told many things, several being lies!!! This manager or supervisor is not interested in customer service. He stood his ground, but it will cost much more in the long run. What is the point in supervisors or managers if they are just arrogant and reiterate the store policies when a customer is very unhappy and spends a lot of money in the store? I am contacting the Better Business Bureau due to the lies and misinformation I was told all along the way, over several weeks and hours of phone calls. More importantly, they have lost FOREVER a very consistent and good paying customer! I will NEVER shop at Pottery Barn again-in store or online due to Jesse's talking down to me and attitude!! I have never had a supervisor or manager speak to me in this way!!! DO NOT SHOP AT POTTERY BARN!!!! read more