Their customer service is horrible. I ordered a monogrammed stocking over the phone. After repeating my address and email a few times, the employee managed to still get it wrong. I called a second time asking for my email confirmation for my order (hence the wrong email info), and the 2nd employee changed my address with no apology. I called the store again the following day to make sure my address was correct and it was still incorrect! Again, no apologies and the employee hung up on me after it was fixed. It's unfortunate a misunderstanding leads to 3 separate calls and no apologies whatsoever. read more

I went to Pottery Barn looking for help as I had a terrible experience with a custom couch I ordered. They helped me immensely, took time explaining all the options, and made it a great experience. Plus they tried hard to find ways to save me more money! read more

Wish I could give Zero Stars. Have spent thousands of dollars at PB over the past years but am never shopping at PB again. Tried to order chairs in Manhattan Beach store with the help of a design consultant but took 3 hours because of a "glitch" in their system. She called me back about a week later to place order for me on 11/20/18. Received shipping confirmation from PB that chairs would arrive "by 1/1" so I gave away my dining room chairs right after the holidays. Shipment delayed to 1/7/19, then on 1/15/19 I received 1 chair. Estimated shipping for others was 1/24. Was without any chairs in my dining room until I received 2 more chairs 1/25. Chairs came not assembled - since when is PB a DIY store? Was never told about this. Also was told nobody would come to my house to assemble chairs. Finally got the shipping charges refunded by a kind person so I could hire somebody to assemble chairs. I called to speak to PB furniture dept. because I had a question about the compatibility of chairs with my new hardwood floors. Was told there was a 15 minute wait and they would call me back. Of course never received call back. This order was a replacement for chairs originally ordered 2011 which I loved. These chairs are not as comfortable as originals and not definitely worth all this aggravation. read more

Very disappointed with customer service. I go into the store to return a defective item that I order online. A man (Romano) was helping me. He said that he wasn't sure if this item was available and that he would call me the following day at 11:00 am. The next day I waited for his phone call all day no response. I call the store a woman gets on the phone she was very rude and short. She told me that (Romano) had the day off... I was super pissed because you don't make promises to customers that you can't keep. I asked if she would check and see if (Romano) had placed the back order she gave me attitude and couldn't help me. She told me to call the catalogue. I couldn't believe what she told me when I was already calling her to get the information. This lady needs to get off her high horse. I love pottery barn but I am very disappointed with the lack of communication and customer service at this store. read more

I have been a loyal customer of pottery barn for 20+ years through 6 states and many moves. This is by far the worst customer service I have ever received. Time and time again. No one can give accurate time frames of orders and I have to physically walk into the back warehouse to speak to anyone and then they still can't help track orders and get them fulfilled. Very frustrating and very disappointing. I have started taking my business to Restoration Hardware. It's worth the money to not have the headache. read more

Well I was so very happy with my purchase of the Eliza tufted bed until it arrived. Nothing but problems to much to even discuss. Went to the store and spoke with the girl who I ordered it from told her the story still waiting for the problem to be fixed. Had enough run around with customer service people finally told them to come pick it up and credit back account. Seems like the customer service just doesn't care about anything. So if your planning on buying any furniture be aware they don't care and you may not even get your stuff assembled together properly. Sad to say I am done buying expensive furniture here. read more

Pottery Barn is the most unethical business I found a bed skirt that looked good on line went to checkout and the price was different- called them and the gal said I see what you mean I will have someone call you, no one calls, but they did go and correct site-their error and they should honor it. will not shop with liars. the better business should take a look at them read more

This is not a review for this store. I had to order on line! I ordered a bench and a cushion, coming to almost $500. I specifically told the lady on the phone to NOT deliver it before Jan. 21st - as we would be out of town, leaving on the 17th, of Jan. She assured me that she put HOLD on our order. When we returned on Jan. 20th, we rec'd a phone call from a very nice and helpful neighbor. They had seen this very large box on our doorstep and came over to get it for us. It was the bench and cushion. Our neighbor had to get a dolly to get it to his house. Needless to say, we were very upset. There was no phone call nor email to tell us that it was on its way. No slip to sign. Just left on the doorstep. If it wasn't for my neighbor it would have been out there for 4 days. When I wrote to Potter Barn to complain, they told me it was UPS' fault. Ha. Needless to say, no more ordering from Pottery Barn. read more

I ordered a piece of furniture on a Saturday from them in person. They took the order and I scheduled to have it delivered to the store. A man behind the counter at the time of the order told me that it should arrive by that following Wednesday and if I did not hear from them to call. I called that Wednesday and they said it did not arrive but that they have another shipment on Friday and it should be in that delivery. I called that Friday and it was still not in the store. i was then told at that time it take 7 to 10 working days to be delivered to the store. Although I was not a a huge hurry to get my furniture I did expect a correct ETA on when it would arrive. I waited another week and still no call from the store so i called them back again looking for an ETA on the furniture. I was only told that I could purchase the floor model. I told them I didn't want to purchase the floor model just wanted to know when mine would arrive. I was told that I had to talk to the manager (Denny) I said fine get me the manager, but they said he was too busy to come to the phone and would call me back. No one called me back until the next day when a young woman called and said Denny told her to call. I asked her when my furniture would arrive and she did not know but again offered me the floor model (with no discount by the way). If I wanted a discount I would again need to talk to the manager (Denny). I went to the store that following Saturday to talk to Denny in person. When I got to the store I was told that Denny would be with me in 5 minutes. I waited 15 with no sighting of Denny. I then approached the counter again and told my story to the lady at the counter. She went back to talk to Denny, (never did see or hear from Denny apparently he is afraid of his customers) She came back out and although could not give me an ETA on the furniture but did finally tell me that they did not have that piece in the warehouse on the west coast. (fine why not tell me that from the start) she would however put the floor model on hold if I wanted it and Denny did offer 15% off . in the mean time Nancy called the back storage room and talked to Charlie t ask when a new piece can be to the store, Charlie came out onto the floor and said he would check on a delivery date but first he called a nearby store to see if they had any in stock and sure enough they did so he arranged to have it sent to the store. He told me it would be at the store the following Wednesday and sure enough Charlie (not Denny) called me and I went and picked up my furniture. I gave the store one stare because apparently the Manager is too busy and scared to deal with customers but I would give 5 stars to Nancy and Charlie and by the way Potter Barn why not make Charlie the Manager he is the only one who knows whats going on and how to deal with customers. read more

I stopped by after work hoping to pick up some items because my husband and I were decorating and to perhaps book an appointment with a designer. The atmosphere there was very unfriendly. There were some customers here and there, but it was overall not busy given that it was late at night and 2 hours before closing. I eventually had to approach someone because I was looking for a leather recliner. However, I was told that they didn't have any in the store, but that they do have it in the catalog and if I like it, I can have it sent there. That wasn't exactly the point because I wanted to feel and see it in person. But lo and behold, I found it. I would think she would at least try to look for it. But nope. In summary, I don't know what's up with their snobbish attitude given that I wanted to spend some money. I don't want to throw out the race card either, but that's what it feels like. I felt like I was thrown back in time. It's a shame. Definitely believe they need to be schooled in customer service. I think it falls entirely on whoever is the manager there. Too bad for my experience because I really like their product and have never experienced this in the other PB stores. Wished there was a way to report this to their corporate headquarter. read more

Okay this is for an online purchase. But they don't have anywhere to post an online review. This is my first and last purchase with Pottery Barn. Having just moved into our new home I started ordering furniture with the PB 15% Moving coupon. The shelving units were on sale and I used the coupon. The price in my cart seemed to mysteriously increase when I paid for the shelves. I did not check the confirmation email and 10 days later noticed the higher price on my Visa bill. Too late to cancel the order. They were sent anyway and when I went online to figure out what happened I see a much lower price for the same shelves $200 lower with the same coupon. SO I called and spoke to a nice gentleman who told me Pottery Barn does not adjust pricing after you buy, unlike most other stores. So tough luck on me. It's unfair that I can't get a price adjustment. I have bought a ton of stuff remodeling this house and I've never had a problem with a price going up in my on line cart as I made the purchase. It's my fault for not checking the confirmation email. But PB's fault for playing hinky with my purchase price. I may toss them in the car and try and get a PB store to take them back. But I'll still be out the $75 shipping. Room and Board has a nice set of shelves for more money, but they are easier to deal with. And made in America! read more

Our family loves Pottery Barn Kids and all the Williams Sonomas brands. Came through Manhattan and needed some items but was told Pottery Barn Kids was being renovated and is currently located in the Coach store. Wow - I love this store - it looks like a jewel box of children's items. Yes, a bigger store with all the Pottery kid items would be nice but it felt really good to be shopping here - like a boutique of special items. The new manager is amazing and goes the extra mile to assist with whatever one needs. I was overhearing her help another customer and could not wait to be helped. The customer service is refreshing and everybody in the store seems happy! Everybody is smiling and look like they enjoy working there. Which makes me want to come here and browse more often than not. Very accessible -- no more than 100' walking distance for those parents with children. The Halloween items are out and so adorable. We usually shop on line but after this experience and the helpfullness of the staff In a very accessible store and location as well as discovering a few bedding items that looked amazing in person and are actually interchangeable with some of the other lines so it helps me change up the kids room a little bit depending on the season. You will not be disappointed and they can help you finish and complete your item ordering online as well. read more