The customer service at this location was awful. No one was willing to help over the phone or when I went in the store afterwards. Said they would call back multiple times and never did even when I called them back. Such a bummer. read more

Pottery Barn customer service is the absolute worst. They shipped me a side table that you would expect to be new. The box arrived and had been sealed with blue painters tape so it was obviously returned. The table was damaged. They don't issue call tags so I had to haul it to a UPS store. Spent an hour via chat and got absolutely no resolution even asking for my situation to be escalated to management multiple times. I was told I could call customer service. Spent an hour on the phone with customer service - I may as well had a conversation with the table itself because again, absolutely NO resolution or help. I should have thrown it away and disputed the charge. Not the level of service you would expect from a "high end" retailer like Pottery Barn! Good luck to anyone else with a customer service issue. read more

Terrible, terrible customer service. I used to view this company as solidly good, with good quality items. No more. I was royally screwed after canceling an order taking 2 Mos to ship. I advise anyone out there to go elsewhere to buy homewares. They made false statements and refused to answer my questions. What they didn't reveal about the cancelation ramifications cost me about 500.00. They never told me the ramifications I would incur before I cancelled, else I would not have done so. I tried in vain to work out a solution with them and they would not help. STAY AWAY FROM THIS COMPANY! Just an awful nightmare. And it's no wonder why there are no reviews on their website for their merchandise.​ read more

I ordered a rug the beginning of August. I've never had any issues with PB until now. I called PB customer service because the rug hadn't shipped and it continued to say processing. When I called, I waited 40 minutes to speak to a manager. She told me ... are you ready for this? "The rug is sold out and she can't cancel my order." So where I am now, I don't have a rug and I'm out the money. This is unlike any pottery barn experience I've had ... or any store for that matter, and it is unacceptable!!! read more

Pottery Barn - The time I was on hold with pottery barn and the manager. - Furniture Stores Near Me - Nashville, Tennessee

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I have shopped at Pottery Barn for years and purchased countless pieces of furniture, decor, serveware, etc. from various locations. This is BY FAR the most unpleasant location I've ever stepped foot into. I have to practically hunt down a miserable employee to get "assistance". This location is an absolute disgrace and needs an entire new management and team. They are a cancer to this great company. read more

I do love Pottery Barn, however I have never had better customer service than my last visit. Rebecca was the best! She spent so much time to help me find the items that I was interested in. Her knowledge and customer service were exceptional. Thank you Rebecca for all of your time and expertise. read more

These reviews are on point. Customer service is horrible. The man "robert" is the worst. So unfriendly and acted like we were a total inconvenience. Love PotteryBarn products but this has turned me off and has officially given us the ICK. Plenty of better places to go in the area with better customer service, especially if you are going to be spending $1,000+. read more

Should you ever find yourself wanting to be judged or ignored (or both!) by middle-aged women please shop here. I work for a design firm, and often have little errands to run and it's frustrating how often I have received awful customer service. Zero willingness to offer assistance, dismissive attitudes all around. And that's when you can even find an employee! Shop elsewhere. West Elm, Crate & Barrel. Spare yourselves. read more

I have never left a review before, but had to make my first one to say how AWFUL pottery barn is. I have lost so many hours of my life on the phone with their customer service. You want your order to be randomly cancelled or receive only parts of your furniture (literally half of a bed)? This is your place. Would give negative stars if I could. read more

My wife and went into Pottery Barn in Green Hills yesterday and had the most wonderful experience. The staff at this store was extremely helpful. We bought a new mattress, new pillows, new sheets, duvet... pretty much everything you need for a bed. Without their help I think we would have been lost. We feel like the staff really guided us into making some really good purchases! Thanks Ladies for the top notch customer service yesterday! read more

I've waited for years to be able to buy a couch from Pottery Barn. I've been dreaming of it and saving up for it. I am UTTERLY DISAPPOINTED and heart broken. I've NEVER received such poor service. I placed my order on May 28 and still don't have my sectional - There is a scan in their system that says it arrived somewhere on June 30 and nothing since. There is no promise of when they would even place another order into production if they can't find it. I've followed up 3 times and they won't give me a resolution to it. They opened another ticket - they did that last week and action happened. I asked to speak to someone who could impact the situation and was told August 21 was the earliest I can receive a call back. That's ANOTHER 9 days to receive a call me back. If there's a problem, someone who can help should be available to talk to - not told you have to wait another 9 days! I encourage you NOT TO Purchase from them. read more

The reviews are spot on, be careful with this location, it seems no one knows much about customer service. They don't understand the merchandise either, one "designer" asking another what to do or advise....probably a bad idea to spend that kind of money here. Lately Pottery Barn has been going down hill, this location confirms it. Furthermore, the stuff is made so poorly, if you're into fine quality you'd better go somewhere else. There are too many fine choices than buying from these cheap catalog places. I will say they master the art of cramming lots of stuff into a small store and making it all look so fabulous but take a closer look, the rugs are filthy and the furniture looks terribly worn, if you want to sell things at those prices, the stuff has to be able to take a beating just like it would in a home environment. Sorry hard pass read more

the Design team at the Franklin TN store has the most knowledgeable and helpful people I've dealt with at any store. I've been buying furniture from Pottery Barn for decades and I've never had a bad experience. their sales team and delivery people are A+ read more

There is a man who works the bedding side of the store counter who is SO incredibly unfriendly and unhelpful. I have dealt with him on the last 2 times I have been there and will not return. Today I asked about items on hold. He had zero interest in helping me, was visibly perturbed that he had to inquire and was very happy to tell me my items had been put back out because they only hold for 24 hours. Customer service is zero at this location. I won't go back. read more

I can't say enough about how displeased I am about the way my purchase was handled. The manager of this store needs a reality check! It's 2020 and you discourage a $2,000 sale because of a promo that's ended or some stupid code you need to honor a discount! That's BS ! I wish I could give you a negative rating, you deserve it! read more

Pottery Barn has long been a "go to" for home projects for me over the years, and I have been able to rely on them for great service and a nice range of quality products. I went into this location and was Sorely Disappointed! The sales associate was shockingly rude. When I asked for the manager to help with an exchange so I could place an order I would be happy with he put my products in my bag along with my receipt and said in an inappropriately loud voice "If the Cool Springs location said you could make a return than these items than you need to take these back there and they would be more than happy to help"!! Fortunately Cool Springs did help. All to say, there are many great design store in Green Hills and I will use those in the future, as well as other Pottery Barns in nearby locations. I regret to add a bad review to the others listed, but feel compelled to do so. Do yourself a favor and skip this location. read more

I agree with all these reviews. I ordered a table and 8 chairs on July 21 and have only a table top with no legs and no base but I have been charged with the entire amount, over $6000! I have called pottery barn and Filaton (their delivery service) several times. Don't buy from Pottery Barn if you expect delivery. read more

Sales staff in the store were very helpful - but it ends there. They claimed to not bill until the item is shipped and then billed when in "fulfillment" which means nothing since my order sat at that status for weeks after being billed. When I tried to dig into it they assigned a customer service person to "follow" the case which meant nothing more than say - it will ship when it ships. I have had good luck in the past but the company really no longer appears to be customer oriented. read more

NEVER buy anything from these people. The WORST customer service. Been waiting on a bedroom suite since January. Finally got 3 out of 4 pieces delivered after harassing customer service (an hour wait every time). A week later my bed finally is set for delivery and they get every piece for the bed brought in except they can't find the canopy pieces. So what do they do?? Just leave. With several large pieces of oak surrounding my bed. Never hear another word from them. I contact the warehouse to see what the deal is and they said contact customer service. I contact customer service and they say contact the warehouse!!!!! Unbelievable. The WORST. It's several days later and NO ONE has contacted me to let me know when the rest of the pieces of my bed will arrive. Meanwhile I am stumbling over large pieces of the headboard and footboard and side pieces they left laying around. NO STAR for Pottery Barn. read more

I made a stop at this Pottery Barn last week, needing to make a return of a brand new item that I have had admittedly for quite some time. I went up to the register, and kindly explained to the sales lady what I needed. The item I was returning was brand new bedding, and although I've had it since July 2019, it had never even been unwrapped from the shipping package I received it in. The manager, Susan, took one look at the packaged bedding, and told me in an unpleasant tone, "You've had that since July. We don't take returns past 30 days". I told her that I was surprised, as I had done my entire wedding registry with Pottery Barn, and had never had any issues returning anything. She told me the 30 day return policy was new. I told her I understood that, but maybe they could make an exception, as that was not the policy when I bought the item, not to mention that the item was brand new, and I knew that they still sold it at Pottery Barn. The lady said, "we don't sell that here"... although I know for a fact it's still available online, and is sold at the regular price. I told her I was disappointed, as now I didn't know what to do with the $160 brand new bedding. She told me, "you can call customer service". She did not offer to help me, or make the call herself, Or even bother to give me the number. I stepped aside and called customer service. As soon as I explained my situation, they told me that they would gladly do the return, as long as I was OK with a gift card. That was completely fine with me. Keeping customer service on the phone, I went back to the register, and told Susan that customer service would like to do the return for me. She took the phone, and was also unpleasant with the people on the other end, saying, "well you guys told us not to do returns". She very clearly had no interest And helping me, and was irritated that someone else had requested that she did. She made the entire transaction very long winded, and at certain points, acted like she wasn't going to do it, although The return had already been approved. She was short with me, and at one point even said "30 days for a return policy is very generous". I was shocked by how I was treated, and my friend and I also encountered a couple of other unpleasant employees during the time that we were in the store. This location is extremely snobby, and the manager, Susan, is very unfriendly. I understand having policies, but I think it's appropriate for exceptions to be made for brand new, unused, still packaged items, when the customer clearly was not aware of a admittedly new return policy. Ps: I also heard her grumbling about various things at the register with her back to me, saying "I don't even care". Bad attitude, bad customer service, and poor treatment of customers. read more

Really love shopping at pottery barn in general, but this location has very poor customer service. We came in trying to put our wedding registry together. We already set it up online, we only needed the scanner. They said somebody would grab one and after 25 minutes of us standing around and watching employees go in and out of the back room, we decided to go register at different stores. For example, Target and Williams Sonoma easily gave us our scanner, helped us set everything up and offered to show us around. read more

I had been admiring some unique lamps on the PB site for weeks. They went on sale online (online only, according to the website) but shipping was over $50. I called the Green Hills PB and asked if they could help me and offer to ship to the store to avoid the delivery fee. They did me one better even and offered to match the website price for the lamps they already had in stock. I got exactly what I wanted and the same day to boot. The lamps are wonderful and I love them more everyday. Thanks Pottery Barn! read more

In the past, I've been disappointed in service at the Pottery Barn in Green Hills, Nashville. I decided to try shopping there again because I needed furniture for a cottage, and prefer to give local stores my business before I resort to order on - line. What a great experience we have had. The Manager, Susan, as well as Robert, and Susan A., could not have been more helpful. They will order anything you need from the store, which not only provides them with the sale, but gives the customer a contact. During the Covid shut down, the manager even called to check on my sofa to see if it was on schedule. I won't hesitate to shop there again, and wanted to offer a positive update on my latest experience. read more

I ordered a leather couch a two chairs. After months of promising when I would receive the couch being told lie after lie. It took months to get the couch.EVERY excuse possible was used! Then as far as the two chairs it has been 8 months and still nothing. I was told again lie after lie.Misinformation given. Some that even employees laughed at because it was a lie.Waiting on leather that was out of the country ( which isn't anything they couldn't have gotten in the states) to shortage of trees, shortage of foam.Being told it's ready just to find out it hasn't even been started on. McDonald's has better service and kinder employees. More excuses than a 5 year old. Yet they are continuing taking orders.There is nothing that special about this furniture for it to take this long! I thought pottery barn would be a good company and have better products than they actually do. Do yourself a favor and go elsewhere. Almost taking a year is absurd.But if you're looking for rude , lying, seemingly bothered by your business, and even confused if they take cash by all means go to them but I promise you will regret that choice! Spend your money with a company that takes pride in not lying to you and giving you honest answers! read more

Somewhat glad to see I'm not the only one who thinks This store has terrible customer service. The one chick I found begrudgingly helped me find the couch i was looking for. Another older lady only perked up to help me when she realized I could and would drop some coin that day. But i decided - eff it, I'll just order online. The lack of customer service was enough to change my mind about giving them some local business. read more

Wow is this place snooty. I've been in several times, thinking surely someone will acknowledge me, ask if I need anything, inquire what I might be looking for. Can't remember a time I've been treated so rudely, except for the last time I was in this store. I won't be back; finally learned my lesson. (And never while I've been in there needing assistance has it been crowded. I always see several available employees; just none interested in me.) read more

I hate to write this review, because I love the Pottery Barn company; however, I have had nothing but bad experiences at the Green Hills (Hill Center) Pottery Barn. As a whole, the store is messy and downright chaotic; there is a layer of dust that is half an inch thick over the candles and jewelry boxes, and nobody seems to know where anything is. Last week, I ran over, on what should have been a ten minute break from work, to purchase a wedding gift. It was twenty minutes before I could find an employee to help me, and when I did, she seemed annoyed to have to cut her conversation with her fellow coworker short. The first 3 registry items that I checked on were out of stock, which should have been no big deal; however, between every item that the clerk troubled herself to check on, she took a 5-7 minute break to continue socializing (while there was a very obvious line forming). Finally, when we found something that the store DID have in stock, it took another ten minutes for them to bring it out. When I was being checked out, I noticed that the clerk had not applied any discount (the store was offering a 20% off discount to any full-price item, and yes - this item was full-price) to my order, and she told me that "the discount didn't apply to items that were being purchased off a registry". So when I asked if, hypothetically, I could purchase the item WITHOUT going through the registry and receive a discount, she shrugged and said "I guess so - it's weird". Due to the fact that there was now a significant line behind me and my ten minute break had become an hourlong break, I just paid and left. But sadly, the entire experience at this location was so abominable that I will NEVER be back. There is no leadership or customer service - a review that I have heard from many. If management isn't turned over soon, this store's shelf life will be short lived. read more

Went into Green Hills Pottery Barn to look at side tables and dishes. Was quickly assisted by Susan who went out of her way to help me put together a tablescape that will work for my new dining set. Brought one place setting home to be sure it worked and will be going back to purchase the remainder. read more