I've purchased many pieces of furniture from Pottery Barn. We have a PB sectional in our living room, a Buchanan couch in our den, 6 expensive leather dining chairs, our dining room table, and more. In October we decided, after buying several unsatisfactory armchairs, we should go with what we had great experience with. We purchased a Buchanan roll arm chair, assuming that the excellent quality of our Buchanan sofa would be replicated in the chair. Disappointed doesn't begin to cover it. At this point, I'm disgusted. The chair is several inches lower to the ground than the sofa. The seat cushion is cheap and compressed immediately. The upholstery cover is improperly sewn, and instead of a single piece of foam for the seat, it's 3 pieces glued together. I've been arguing with PB since early December. In March, they finally agreed to send a new foam insert and a new cover for the custom upholstery we chose. They said it would take up to 3 weeks. It's now more than 10 weeks later, and we've heard nothing. Not an email or phone call or a letter of explanation of some theoretical delay. After 20 minutes in hold today, I finally got a CSA who could find no reference to the order for the replacements. Now it has to go to another manager, who will undoubtedly drop the ball. I just want them to pick up the chair and refund me the $1230 I paid for it. The quality is terrible, the customer service, available only by phone with long wait times, is just about nonexistent. Never again. We ordered online, so this is not specific to the Oak Brook Pottery Barn read more

Pottery Barn - The front seam in the seat cushion is improperly sewn. - Furniture Stores Near Me - Oak Brook, Illinois

I thought I everyone was very helpful when I went in. Also not pushy which was good. Really nice items though pricey.

Millie is an employee there. She does not do her job. She says she will call back with information but never does. She has plenty of excuses for not helping. Customer service is insincere and poor. Shop Geneva or Lincoln Park where they sincerely are helpful! read more

They were pleasant but that is irrelevant since they fast-talked us - rushed us into a quick purchase - sold us $10,000 worth of leather furniture that was special order - when it arrived it was so unlike what we sat on in the store - it is so uncomfortable I cannot use it. what do you do with a coach and loveseat that are special order and you hate? I did call them to discuss and they give you their self-protection line which basically is "too bad - special order - no help". I am disgusted - will never go to pottery barn again - stick to buying ceramic bunnies at easter and christmas decorations on sale - you know what you get. What a manipulation. This was about a year ago and I am still angry, read more

My name is Jane and I purchased 550$ worth of bedding on 10/9/23. I want to praise my sales woman/cashier who was extremely helpful during a very busy time. The checkout process was overwhelming for the 4 open registers and I could tell she was 'a new employee'. Her supervisor was 'not very nice' to her when she had questions. I and other customers were privy to the rudeness. My daughter and I gave her a big hug and praise in front of all her co-workers and 'supervisor' and told her she did a great job! read more

Terrible customer service, they say they will fix something, than 24 hours they change there mind and take it back

Clarise at Oakbrook location has terrible customer service. Snippy, full of anttitude and hung up on me once she learned she would not earn a commission from assisting me. Clarise you do not belong in a customer service position. read more

In stock items take 1-2 months to deliver. You call customer and are transferred... several times and placed on long holds. How are they still in business?? read more

Im only giving this store 2 stars based on the service. We ordered a a sectional, coffee table, lamp and end table last fall. We knew it would take awhile to receive the furniture (it arrived last week) so that was not the issue. The problem we had was with the lack of accountability from the store once the process of having the furniture delivered started. Start to finish it took a total of 3 separate days to get the furniture and many calls and emails between myself, the second party delivery service and the store. Basically once Pottery Barn receives the payment you're on your own. read more

I bought pillows at the Pottery Barn in Oak Brook, Il. When I got home I decided that I would return one of the pillows. When I looked at the receipt it said Final Sale. When I looked at the price tag there was no mention of it being a final sale. I brought the pillow back and the women said that I should have known it was a final sale because the price ended in 97. I said how would I know that, you have no signs posted saying that. She looked around, saw no signs saying 97 is a final sale so she said it's on your receipt that it's a final sale. I said yes, but that's noted AFTER I bought the pillow. She then said that the sales lady should have told me it was final. I talked to a manager and tried to explain that a customer would have no way of knowing that a price ending in 97 would mean final sale. She said that it's posted and I said where? She couldn't find any signs. read more

These people are just terrible. The customer service needs a facelift. I walked in with two of my friends, looking for a certain fabric color that I saw online. I wanted to order the tufted sectional with sunbrella fabric and wanted to see the options in person. I also wanted a red chair. I knew these would have to be special ordered. NO ONE and I mean NO ONE said hello, offered to help, didn't even blink our way. Store was dead as a funeral parlor. So after being ignored by the 4 employees working there I then decided to help myself. I started opening their drawers and pulling out samples. All of a sudden one of the employees decided she should help and came over to ask if she could. I told her "no thanks I found what I was looking for, while all you employees were hiding from us like we have leprosy". And then walked out with my samples and that was that. I don't believe they get commission here which is good for them, but if they want to stay open they should consider their customer service skills. read more

I bought a dining room set with padded chairs a few years ago. Because it's only used at Christmas there is virtually NO wear and tear on the furniture- in fact it looks brand new except for the fact that the padding has completely sunken in. You can't even sit comfortably on the chairs. This is the company's response: "I'm terribly sorry for the trouble with your dining set, and that you feel the cushions on your chairs are low quality. Pottery Barn can take action on any furniture item within a year of purchase for any quality defects, and beyond this period we must consider any issues to be related to normal wear and tear. There are furniture repair services available that can assist with an issue like this, and we do contract with one directly for some of our repair needs. You can find their information at the following link, and please let me know if you have any other questions or concerns." Basically they aren't denying their product is crap- and it's up to me to spend money on repairs. Never buy from Pottery Barn! read more

Pottery Barn - Sunken padding on a chair that was only used about 5 times. You can't even sit comfortably in this chair! - Furniture Stores Near Me - Oak Brook, Illinois

See all

Design services are not Free, as advertised. I had someone come out to measure and then wanted to purchase items online and asked for the recommended items and floor plan, but was told I needed to blindly purchase items from them first, and only then would I be told where to place them,, along with being given the floor plan... How does that make any sense? I can't possibly decide what to purchase, if I don't know where it is going... read more

FIRST OFF DONT GO HERE CORPORATE DOES NOT EVEN Answer their PHONE---what's up with that! Purchased my first LUSH sofa from PB (So I thought), construction of furniture is less than POOR considering the price and the expectation. Sure store is pretty however don't get FOOLED. We are ready for a new sofa it's been only 1.5yrs---NEVER AGAIN--the backs of our legs collapse on the front wood framing below--NO SPRINGS only a weak piece of fabric-Go SOMEWHERE ELSE that offers GREAT Customer SERVICE because there will be scratches after your order is delivered. *** I vividly remember sales associate telling me to turn pillows. My CHEAPER sofa from ROYS Furniture in CHICAGO is better FABRIC is actually VELVET where PB provided really tacky ars crap you would find at a flea market. NEVER AGAIN read more

Pottery Barn - FALLING Apart - Furniture Stores Near Me - Oak Brook, Illinois

See all

I was struggling with ordering online (my issue, not theirs). I called for help and was treated with patience and kindness. Cynthia was AMAZING! She spent time helping me resolve the issue, was incredibly friendly, and went above & beyond. Pottery Barn is so fortunate to have her working with customers. Thanks again, Cynthia! read more

What's with the truly awful customer service? The store itself is pretty and their merchandise is of good quality but they have lost me as a customer with the dismal customer service. We recently spent thousands of dollars in the Oakbrook Il store over several visits. The ladies who waited on us couldn't have been less interested or more curt. Perhaps short staffed? Acted like they were doing us a favor and oh so bored. The customer service over the phone has been even worse. We received a text that our furniture was to be delivered 11/22/18. Thanksgiving day. I called Pottery Barn and got shuffled to their 3rd party delivery service. He was unintelligible.... seriously. Called again and was told we couldn't have gotten a delivery text ( and an email) because the furniture hadn't shipped yet . Uhm-m-m..... yes I did. In any event nearly 2 1/2 months later and still no furniture. I'd call to find out where it is but why bother. They'll just be rude again. read more

Absolutely beautifully curated PB with everything I wanted to look at and test out in the equally beautiful Oakbrook mall. Easy parking because it's on the edge of the mall. We tried literally every couch there because I had an idea of what I wanted aesthetically, but sitting on it is a whole different ballgame. We were encouraged by their LDW sale and may have actually bought the couch and loveseat we were looking for, except not a single person would help us. There were associates everywhere, and we couldn't get their attention nor did they swing by. I get it, retail is the worst, but we weren't there to be obnoxious, we were ready to buy and had questions about fabric/delivery times/etc. Will probably just buy online if we decide to go with PB. Oh well. read more

I love Pottery Barn. I shop the Geneva store and online. We walked into the Oak Brook store on Sunday. There were only a handful of people in the store. Here's what the staff was doing. In the area in the middle of the store 2-3 workers were talking to someone visiting who seemed to be an employee. She had a cross body purse and jacket on, but she was behind the counter chatting with them. No one acknowledged us. At the back/parking lot side of the store there were two employees behind the counter. I made eye contact with both, neither of them even said hello. Walked back toward the front of the store. By this time, I was really paying attention to their lack of customer service. There were two employees behind the counter. No one even attempted to make eye contact or greet us. One guy working had his phone on the counter and did not even look up, but continued to do something on his phone. None of these people were busy helping any customers. I took a picture of the item I wanted. Not giving this store the sale. I'll go to the Geneva Commons store. These people fail to realize that their jobs are dependent on sales in their store. I love when salespeople act like they can't be bothered with customers or act snooty. You are salespeople in a retail store. Perhaps management needs to remind them of this. read more

I just got off the phone with a woman manager from this location. She was extremely rude and not helpful about a return I want to make from a Christmas gift. She basically told me she didn't know why I was calling her store when the gift was ordering from online. Then she told me I would have to bring it in to see if they could do anything. All of this after I waited for 48 minutes to talk to her!! Unbelievable. I have attached a screenshot of my call which last 52 minutes, 3 of which were talking to an actual person. And no apology for the long wait. read more

Pottery Barn - Phone call that shows they put me on hold for 45 minutes - Furniture Stores Near Me - Oak Brook, Illinois

Although the staff was helpful, I am not satisfied with the quality of the sofa we purchased. We bought the York Slope Arm Upholstered deep seat Grand Sofa. It just looks so messy after sitting on the sofa having watched a movie. The pillows are so flimsy too. The seat needs to be firmer so that it does not look sat on. read more

See all

Have been there a few times and lots of employees available and not 1 ever greets. Need to improve customer service. Both occasions walked out with out a purchase. This last time there was someone at the door and didn't even say bye or thank you. read more

I like this store. But with 2 recent orders they estimated reasonable delivery dates and pushed the dates back over and over after purchase. That might have been considered ligit except that after getting the latest push back I checked for the same items online and the estimated delivery dates are just a few days. This seems intentional to me - a way to protect sales numbers - intentionally mislead customers to make the sale and push the dates back when the delivery date is approaching. read more

If I could give a 0 star review I would. I went in to order our new furniture, mind you it was over $7k. We knew what we wanted and knew all the details so we really didn't need much assistance other than to place our order. We basically served them a sale on a silver platter. They just had to take our money . My only complaint is that the people that work at this location are rude, pretentious, and lack the kind of customer service that one would expect while spending the amount of money we did. We chose pottery barn for their quality but honestly, this is the last time I will buy pottery barn furniture. I'd rather go to Ashely Furniture and pay Less to get any hint of respect greater than what we got here. Grade F- read more

I ordered the Aubrey 6-Piece Entertainment Center in April 2021. The pieces were delivered in August 2021, but Pottery Barn STILL has not assembled it...the pieces are just sitting on top of each other nearly a year after I ordered it. I have called Pottery Barn over 20+ times and nobody has helped me. read more

I've always been a fan of pottery barn and their lovely display of all the pretty little things, too bad their customer service has not met with their brand name. I usually stop by after my workouts dressed in yoga pants. The minute I walk in the store I feel very unwelcome. I usually get ignored or get disgusting looks cause I'm not wearing "high class" clothes. (little do they know half our furniture is from their store) I certainly do not appreciate the disapproving look and sigh and no eye contact when I have to return something. It usually ends without saying a word, No thank you...goodbye...have a great day..., just zip zero, off you go ,send off. Much appreciated. Lovely products but awful customer service read more

We purchased a Pearce sectional from this Pottery Barn location on 2/7/17. We selected the stock color (grey) and was told it would be 2-3 weeks for delivery. I promptly donated our old couch for Serian Refugees, to make room, and waited. It is now 4/6/17, and we do not have the couch yet. At the 6 week mark, I started calling. First I was told that all of the pieces shipped, then I was told none of them shipped, then I was told one piece was missing, then was told 3 pieces were missing. Then finally, after (no joke) 15 phone calls to the store, corporate, the delivery company, and some warehouse - I was told that our couch would be delivered today, between 1030-1230. I took the day off work to wait for it. At 130, I get concerned and call. The response was, "oh, someone should have called you - we cant find 3 of the 4 pieces"..... WHAT THE HONEST TO GOODNESS F is going on. Its been 2 months, not 2-3 weeks. Even if one pieces was lost as was the original story - we should have been able to have the whole thing resent 4 times over in that amount of time. The manager of the Oakbrook store is COMPELTELY incompetent and has done nothing to correct this situation, despite given MULTIPLE opportunities to make it right. I'm sure the couch is high quality and we would love to own it, but the company cant get its self together enough to actually send us the couch. We are now cancelling the order, taking our business elsewhere, and wont ever shop at a Pottery Barn, or any of its sister companies again. They clearly have no respect for their customers. read more

I'm a middle-aged suburban drone, ergo I shop at Pottery Barn. I have no taste in home decor but the staff at the P.B. can be trusted to point me in the right general direction. Hubby and I went there on a weekday morning and got great service (you might not be so lucky on a weekend). We wanted a small chair for our boudoir, and Rose was very helpful finding one that was the right size and scale. It was comfy, too, and reasonably priced. Rose gave us several swatches to take home, helpfully stapled onto a card with the chair's photo on it. A big plus with this location is that you can park right outside it, and cut through the store to get to the main mall area. Oak Brook Center is kind of hard to navigate, but just about everything you need is there. read more

Short version of my review - overpriced, very slow service, never enough people at check-out, and somewhat pretentious environment where they only care about the snooty big spenders. Was here on a weekend night and wanted to buy two Christmas stockings and a picture frame. Should take 3 minutes to purchase, right? Wrong. The front register was "overtaken" by a pretentious customer who had about $5,000 worth of merchandise she was buying and she pretty much commandeered the entire front register by bossing around the Pottery Barn worker and turning her into her own personal shopper. Wandered to the back register to find one customer who was asking a million questions and wanting the store associate to call every store in North America to find her some items (uh, buy them online!). Then the other woman in line was returning about 50 items and re-purchasing them with multiple gift cards that weren't working. There were continual problems with each transaction and after waiting about 25 minutes to buy my darn stockings and frame, I just left. There were about 5 store employees just hanging out and chatting in the center cluster of registers which I believe is for "special orders" or some such nonsense (where you might pay $10,000 for a custom couch). Here's a hint - during the holidays, open more registers, take care of people who are actually buying things in a simple transaction, and remove the 5 employees from the "special orders" section and put them on other open registers so regular, low-maintenance customers can buy things. You won't be selling 25 overpriced couches on a Saturday night anyway. If I ever buy anything here again, which is doubtful, I will buy it online to avoid their horrible and slow customer service. read more

After visiting here, I was reminded why I never really had a reason to visit this store. I was forced to shop here because a client of mine needed a particular light fixture, and there happened to be only one left in Chicago. So, off to Oak Brook I went. When I walked in, a sales associate looked at me like a I was a homeless person, presumably because I wasn't wearing an Armani scarf or thick, artistic looking glasses. Once I made it clear I was there to pick up and pay for a very expensive light fixture, they at least feigned interest in helping me. Despite calling ahead over an hour before to reserve the fixture for pick up, it still took them 20 minutes to figure out what I was there to get, where it was, who would get it for me, and how much it would cost me. I was just happy to get out of there without accidentally knocking over a stack of some vintage cocktail glasses or something, that probably cost $20 each. read more

Awful customer service , walked in with my wife and nobody greeted us or asked if we had questions or anything. We walked through the entire store and saw several employees and not 1 attempted to make eye contact! read more

Zero.... I went into Pottery Barn twice and found table and chairs I like. So far so good... that was on April 3rd... ETA.. August 7th. Chairs ready, table on back order.. still okay with that. But no communication from Pottery Barn ...just email regarding a delay in the table...spoke to customer service... base was coming in on 8/20 and table top on 8/21. September came and no delivery date.. still back ordered. Called customer service they said Corporate will contact me in 2-3 business days. They did.. sent me the same email that I had already received! Now, it's mid October.. called again... where's my table? What about my order?? Spoke to sales rep... there are no tables anywhere... none coming.. and corporate should have notified me ' a while ago'..,, but they still have a ETA of December 7th?!!! How can you possibly run a company without communicating or a product that is never coming!!??? So disappointed... done with any business transaction with Pottery Barns read more

A beautiful store with many gorgeous goodies for your house. You can find all the great stuff here from furniture, dishes to bed sheets. I came here to get a set of napkins and napkin rings for my moms birthday present. I found these amazing napkin rings, but there were only 2 of them left in the store. They called to a closest store and put on hold 6 of those rings. I picked them up the next day. Moreover, they appeared to be on sale so I paid only half price. Yay. However, the items that are not on sale are really pricey. One napkin cost me $9, one ring (with discount) $4. I got a set of 6, paid over $80. 5 star goods and service + 2 star prices = 3.5 stars overall rating read more

We purchased drapes and area rugs today. Although it was very busy, Karen gave us exceptional service.

This store has great staff to SELL you anything, great phone skills, but when it comes to getting your entire order delivered on time or not completely damaged then they don't follow up. Deliveries are contracted out & pottery barn will tell what they think will be on the truck the day your "delivery" is coming but never will you get your order, this company stinks. Call 4 times in 1 day don't expect follow up if they already received all of your money, then you don't mean anything. Run Forrest run read more

Terrible customer service purchased bedding online and needed to return it. Only provided a store credit rather than crediting back my credit card. Returned bedding only one week after receiving it in the mail. Called customer service to ask why a store credit and was told they would cancel the card with store credit and indeed credit back the money to my CC. I waited to see the credit and it was never received called customer service again only to be told I would only get store credit. Bad information all around and now I have a gift card with $250 that I will struggle to use. I have removed shopping at Pottery barn and will not shop here again. Good products terrible customer service and don't put the customer first. read more

I called the store and the representative was SUPER nice. She helped me figure out where the item I was looking for was located since it wasn't in their store, and even gave me some tips on saving money. I did not have the same experience others on here seem to have. Maybe it depends on how you treat the employees? ... Anyway, had nothing but a positive experience with this store over the phone. read more

I love pottery barn but everything I order is backordered. A backorder date is given and then each day the back order date changes and gets further away. Customer service will explain they run out of stock because everything is so wonderful. OK. Won't be wasting my time w this place. read more

Me and my mom were perusing around the mall doing a little shopping and decided to look around pottery barn. I'm 19 and really don't mind if sales associates pay close attention to me, but it's always nice to see a smile or some sort f gesture that lets me know they care to help if I needed it...but no, not today. We walked around for about a half hour and not one single smile, hello, how are you, can I help you with something or anything. The sales associates were so rude, just completely ignored us like they just wanted us out, they also made eye contact knowing very well we were shoppers which was really disappointing especially when we've spent so much money there. I was a little shocked, and have decided I would not care to go back again. This happened on Sunday December 8th 2013. Being a sales associate myself I pride myself on my greeting abilities whether I'm in a good mood or not, it's not my job to be rude. It's my job to make you feel welcome...just saying. And to think I wanted to work there, no thanks! read more

A beautiful store that smells just great but the products are awful and they do not stand behind them when things go awry. Years ago they were customer service oriented but no longer. We purchased replacement covers for our sofa and love seat. The old covers were high quality and lasted 7 years, the new ones fell apart after 1 year. We should have gone with the knock off covers. They were cheaper and I guarantee they would last longer than one year. The customer service department has insulted my wife numerous times. I think I am going to wait until Black Friday to sit outside the store and show everyone how awful their quality has become. Bad, bad, bad quality control and not willing to stand behind their own products. Embarrassing and cheap. read more

Worst customer service I've gotten a really long time. Last time i got this bad of service the store closed several months later. I work in one of the office buildings across the street so last Friday after work I decided to walk over to West Elm and pottery barn because my wife and I want to buy organic bedding sheets. I was literally ready to buy at that moment. West elm service was fantastic but there thread counts were a little low so she suggested pottery barn. Like I said I was ready to buy and would have if the customer service, sales was not so horrible. First off, the store was completely empty, I was the only person in there. Nobody greeted me, I had to approach them. When I did that I was looked up and down as the women could figure that I could not afford that store. At that point, not that's any of her business, but I was wearing all nordstrom clothes, so lady I can more than afford to be in that store. What kind of sales person look people up and down? Unsuccessful ones... You never know what a successful person is wearing, I'm not a millionaire but I'm also more than capable to shop comfortably at pottery barn. There are way nicer stores in the oak brook mall than pottery barn. Hence I'm learning why the store was empty. Anyway, So I asked do you have organic bedding? She said, no we don't, in a smug tone. I then looked and saw one and asked her about these and she said, "oh yea, but the rest are online, so you need to go online." She said this in a rude tone with a lot of attitude. So I said I guess I'll go somewhere else. She was rude, had a bad attitude and absolutely should not be customer service or sales at all. PS - if the manager wants to fire this person, I did not get her name but it was Friday September 5th at 6:45 pm and she had blonde hair. read more