Had to return a few things and the staff was amazingly helpful! Can't wait to redecorate next month. read more

Christmas, Christmas and more Christmas. With that said the ornaments are made in China and not a place where they would be hand blown; like Poland. Where is ANYTHING recognizable of a Hanukkah decoration? Not in this store! Walked all four corners and the center and not a single item in sight. Disgusting and shameful. read more

Their customer service team responded asking me to contact them privately (naturally), suggesting they were concerned about my issue and would help. I provided all the details, and not surprisingly, they never responded. No response and still no rug. Way to go Pottery Barn. You should be really proud of your abysmal service. I will go out of my way in the future to avoid doing business with you. read more

My initial experience was positive, I met with a designer and agreed on several pieces of furniture, left the deposit and awaited my delivery. Sales agent said delivery by Thanksgiving. About November 1st I received an email stating my furniture is now to be delivered March 1. I immediately called customer service and their speech is this " furniture is being shipped and order can not be cancelled ". Shipped from where, that it takes 4 months! Was informed that I could watch the tracking app and when it arrived in the warehouse I could refuse delivery & get my money refunded. So the onus is on me to watch a tracking app daily in order to cancel an order & get my money refunded. And you all know, that when I jump on the phone the second I see the warehouse has the furniture, they are going to say "too late, it is already in delivery ". So, I was misled initially on delivery time, I am out $2k for 4 months minimum, I have no furniture & I am responsible for tracking the order & attempting to cancel because they can't/wont. Zero stars. Pottery Barn is not recommended. Never, ever again read more

What happened to the quality? I have bought many items from Pottery Barn over the decades. Most are unique and well constructed heirloom quality pieces. NOT ANYMORE! I bought 4 textile items online that looked unique & adorable, when I received them, my first impression, they were all extremely skimpy, light weight and thin with no body to the linens. My next observation were the details, all extremely sloppy made with cheap threads that weren't woven tightly enough making the designs appear blurred. The background colors which appeared to be white online had a muddy brownish tinge in person. Instead of shipping them back, I decided to go to Market Street to return them which is near enough to my home. I went on the Sunday before Christmas at 10:30 am. They were closed with no hours posted on the window. So after not even offering Christmas hours, they didn't even have the courtesy to post the hours. I had to look them up online while looking at the person inside buzzing around totally ignoring the small crowd that was waiting outside the door. So I am done with Pottery Barn who has morphed into a marketing empire focused on entirely presentation with no attention to quality or customer service. As an older person who remembers when company's focused on quality as well as detail and customer serviceI can scratch this company off my list of places to spend my money. read more

I ordered from mark and graham, spent over 300. On a cutting board no personalization, like i asked then got plastic cups for wine glasses, 4 for 54. Oo dollars thanks for ruining a engagement gift and the cist outrageous read more

Lots of selection to choose from and at different prices. Did not buy anything but did look at all the items I would like but did not get. read more

I went in and ordered a beautiful rug, chair, glassware, and other items. As others have said, I have ordered many things from PB over the years. One day, we got a letter in the mail canceling our order for the chair. No reason, nothing. I assumed it had been discontinued, but it is still available today, according to their websites and that was over a year ago. I want to blame the store manager, but he was delightful and extremely helpful. My guess is this has absolutely nothing to do with him and everything to do with corporate. I still would have appreciated some sort of explanation. Will look into family-owned businesses that are true to their word ... but have been pushed out by PB's. read more

I shop here weekly. I usually work with Matt. No issues. Great products. Worth the price. Come here and look around for ideas. Watch their sales. You will learn how to get things on sale. If you can afford full price, just make an appointment and someone will help you. Just showing up as a walk in is hit or miss. read more

Beautiful store! I stopped in while traveling. Lots of merchandise & helpful staff. : )

Doesn't seem overly willing to come out to check my place for design ideas. Says they have no time in the weekend yet it allowed me to make the appointment. If you can't follow through then don't allow people to use in home design services. Simply remove the service from your website and state you only do virtual. They said I can come into the store and buy things. I mean well obviously I can go in any store and purchase items and ask any random person for ideas. I felt disappointed I would not want to purchase items from this company. If you don't care about money then I can come in and I'll bring a brochure from a different company you can help me pick out items from their catelog if you don't want to come to my house. read more

With the holiday seasons upon us, I had purchased 2 Pottery Barn robes and slippers for my work staff to thank them for what they do every day to provide great customer service. However, I was not prepared to be faced with such appalling service by a particular Pottery barn Lynnfield employee (a blonde woman, name not as certain, maybe Sheryl?). The purchase was made online and it came in the shipping box only. Since I thought it would be more festive to have the official holiday gift boxes from Pottery Barn, I stopped by the store at Marketplace this week on the day with a snow storm after work. Due to the weather, there was almost no customers in the store. I inquired if they had gift boxes available for my online purchase. This blonde woman appeared very uninterested in helping in anyway, and said that "You can buy tissue paper and plain cardboard boxes and wrap it yourself. And they will be $7 dollars each." I was stunned because I had bought robes in 2016 at the same store and they wrapped it without any issue. Since it did not sound fair and the lady came across as arrogant and unhelpful, I did not wish to waste more time and money with her in the store any longer on a day with bad weather. So I left. Then I returned back during lunch time later in the week hoping to resolve this even just with regular Pottery Barn shopping bags (instead of the cardboard box that it came in the mail). This time, I can see behind the counter that the red holiday boxes had arrived. A more competent and efficient lady listened to my inquiry about finding holiday boxes big enough for the robe and slippers. She looked at a few different options wanting to find the right size for it, and then she asked the blonde lady who was apparently was working somewhere else in the store. Once again, this employee immediately swayed the first lady again and said that it was an online purchase, they couldn't wrap it. They wouldn't let me even buy the big enough boxes I needed and insisted that they couldn't part them. This was THE most ludicrous thing I have ever heard: A store can't part with their packaging boxes? Laughable. Who are you holding the boxes out for? Other customers you fail to help and enrage? Instead of using this as an opportunity to solve a simple issue of providing a suitable regular shopping bag or box and win over existing loyal customers with continual track records of purchasing products of the entire Williams Sonoma parent company (Pottery Barn, Pottery Barn kids, Williams Sonoma, Marks and Graham and West Elm), this employee was embarrassingly not helpful. She left a customer feeling bewildered that after thousands of dollars spent in the store over the years, a simple task of providing a preferred reasonably sized box for the customer to take home could not be executed. Her message of deciding what kind of service a customer receive based on where they bought it from (the store or online) was ill-placed and short-sighted. Her customer service was spectacularly inadequate, and she was unable to competently reflect her company's mission. She should not represent Pottery Barn. read more

I really wish there was an Option for zero stars. I am no longer a Pottery Barn customer. I have bought furniture, bedding, homehold items over the years and there customer service is so significantly lacking I refuse to buy anything else from this store ever. I purchased a significant amount of bedding recently and I wanted to return a throw pillow and purchase a sheet set b/c the pillow was not "as shown" on the website. They refused to take the pillow back saying it was "final sale". They are so ridiculous, I am done with PB. read more

walked into the store and was told in a rude manner by an employee that "if you aren't here to shop then you need to get out." if i walked into a store why wouldn't i be there to shop. i received no "welcome in" or "hello how are you today" before that rude message. this was a rude encounter and i do not suggest talking going to the lynnfield market street location if you do not wish to be greeted rudely and have a bad experience. read more

I called 5 mins before close and spoke with Maria. Maria was incredibly helpful, finding me products that weren't available on the pb website. I was so impressed with her customer service. She did her research on two products I was looking for and even called me back after the store was closed. Thank you for finding the products I warned and making my day! read more

Beautiful store, great location.... In your store for 22 minutes with 2 other customers and at least 5 visible associates and NO ONE ... NO ONE bothered to say hello or even acknowledge that we were there. I guess business is booming and you wouldn't need someone who was looking t o buy furniture and accessories. Good luck on your pursuit of the customer who can't decide on what candle to buy! Thank you, I'll go elsewhere ! read more

Time and time again I have confronted by rude and arrogant staff here! Spent 100's of dollars with this company but every time I am in this store the level of respect that is given is appalling to me. Today I asked for help checking a price on a decorative branch. The lady (with the glasses probably the same one that was mentioned in an earlier post) acted annoyed, looked at the price tag and stated what I clearly saw. I told her the price online was different so to please scan it for me. Long story short the price and SKU was no longer up on the site even though it was there this morning. She gets into a debate with me about this and the fact the coupon that I have in my email wouldn't have worked anyways...it clearly would have but for some reason she felt that her job was to school me! Customer service 101 needs to be taught here FAST!! read more

The Lynnfield store shipped a small decorative item to my house. A woman named Jennifer was very kind and helpful in doing that. The package did not arrive on time and finally a week and a half later I called the store again and asked for the tracking number (the store gave it grudgingly). I investigated where the package was myself and worked with UPS to find it. UPS said it was lost. I called Pottery Barn Lynnfield back and was treated very disrespectfully, was told that I would not be credited for the $25 item even though I have been a loyal customer of Pottery Barn for many years. I was told by a woman named Rachel (who sounded irritated the minute she picked up the phone) that if I wanted to be credited I needed to try to get it from UPS and that the store would do nothing for me. There is no sense of customer service at all at this store, and the attitude was very poor (except for Jennifer). My credit card company credited me for this item immediately anyway, so Pottery Barn ended up losing the $25 in addition to losing the loyalty of a very good customer. read more

The staff are great but they have an antiquated computer system that is so slow! I'm there for almost an hour every time I want them to order me something. read more

My husband & I went in to look at couches and thanks to the amazing customer service of Snaggs, a sales associate, we were able to order the exact couch we wanted. She walked us through the various design options, fabrics, and fillings. Her patience and friendly disposition made furniture shopping an enjoyable experience. She is one of the best sales associates I've met. read more

Recently purchased a sofa, told we would have to wait 6-8 weeks for delivery and we were called after 6 weeks and told they had made a error and we'd have to wait another 6-8 weeks for a replacement order. Ok. Then we ordered a chair and attempted to make a small change 24 hours later and told not possible....even though the chair was 10-12 weeks out. The customer service department was useless! Pottery Barn doesn't want you as a customer. Canceled both orders. read more