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

Very helpful, called in to store about a quilt I was inquiring about. The lady helping me her name was Sarah and she was very polite, professional and knowledgeable while answering my questions. Will definitely be shopping here more in the future! read more

Michael, the district manager for Pottery Barn stores in the Chicagoland area, emailed me regarding the complaint I filed on their website. He was apologetic and offered to discuss the snafu with the Oakbrook store over the phone at my convenience. I STILL don't know who got me these nice gifts, but I definitely appreciate Michael's efforts to make things rights. read more

The store is clean and runs very efficiently. The reason they only get 4 stars is because the woman who "helped" us was extremely condescending. While she was rude, she did help us get in and out quickly, which is always a good thing during the busy holiday season. Take that employee out of the equation and they completely deserve 5 stars. I would definitely recommend this Pottery Barn location. read more

Not the best when it comes to home decor ideas so thank God for the staff at PB Oakbrook! Always willing to help out and super friendly! The staff is always happy to help with any questions I may have and Betsy even suggested a wonderful gift idea for my sister's Birthday! read more

I bought an upholstered bed from Pottery Barn. It was finally delivered and I am so disappointed in the quality of the product. The padding on the side rails in lumpy and in spots very thin. But the worst thing is the tufting on the headboard. The top row of buttons are misaligned up to 1 1/2 inches and the left one is cockeyed. Very shoddy work, not at all what I expected from Pottery Barn. When I contacted them they gave me an email address to contact, which I did but got no response, I sent another email, nothing. Then I went back to Pottery Barn directly and forwarded all the correspondence thus far. Still no contact from either party. What the heck is going on there? Anyone else have similar problems with this company? read more

It's always nice stopping in Pottery Barn. I really like the store and the ideas they offer. This was a Christmas Eve shopping trip and there were plenty of folks working to help me select some last-minute items. read more

Terrible experience ordering over phone at the store. I ordered a coffee table and end tabke. Did mot getmy 20% discount applied, had to call back. Coffee table to ship in 1 month, end table to ship in 8 months. Credit card was billed, cancelled the entire order and no one seened to care. Very poor customer service, absolutely no follow up. Beware when ordering furniture. read more

I went to this store looking to buy a new comforter .I visited store twice and could not get anyone to help me?!I approached three different sales people and one of them was already working with someone.Second person was busy stocking new merchandise and she tried to connect me with the third sales lady but she was on the phone and could not help me.Since I was in a hurry I just left. Came in next day again...and I was browsing for 15 min and could not get anyone's attention.To bad I'll just give my business to someone else! read more

Amazing Decor. Quality furinture. Beautiful textiles. Stunning rugs. Classic dishware. All with just enough spice!!!

I am giving this rating 5 stars based solely on the helpfulness of the store manager, Donna. She really came through for me! I had originally come into the store in hopes of purchasing a pair of Caleb hurricanes and some pillows that I had fallen in love with in their catalog. When I arrived, it was a hectic Saturday and although she was obviously overwhelmed with issues all around her, she took the time to locate the pillow covers which were not on the floor, within minutes. So far, so good. When it came time to locate the hurricanes, however, they only had one in the store (display piece) so she took a lot of time calling around and finally found some for me to put on hold at another store nearby. Not only did she do her job really effectively and quickly, but she genuinely seemed really happy to find them for me! She made me feel like a valued customer. Unfortunately, when I did show up to that store, (Geneva Commons) they had completely dropped the ball and didn't have them, their manager pretty much jumped ship after I asked about them, and left me with a seemingly new and wet behind the ears employee to help me, which resulted in a wasted trip, no hurricanes, NO SOLUTION. UGH. I was actually baffled at how terrible their service was in comparison to Oak Brook. SO. I was on a mission to nail down these darn hurricanes if it was the last thing I would do. The following day I returned to Oak Brook knowing Donna could help me out since online they were backordered until May! She again took the time to painstakingly call around and locate a pair in Michigan! She patiently waited while I was on the phone giving them my shipping info (this was about a 20 minute ordeal on a busy Sunday) and she was kind enough to insist they waive the shipping fee for me. Yay! I left happy! So thank you, Donna, for helping me get all the products I wanted, they look beautiful in my home! read more

I represented Terrace Paint/Benjamin Moore at an event here Sunday, July 29th. I want to let the staff know how helpful they were as we had TONS of foot traffic come through. The displays were throughout the store and though it was a bit cramped with all the people, we all handled it pretty well. Nice job Pottery Barn crew. :-) read more

Twice, not once, in a two week span we received, or rather were denied, service. I wish I had been wearing a body cam to tape it, it was so bad it was comical, and would make an amazing video of how NOT to treat customers. The salesfolk are more attached to their computers, ipads, headsets and phones than to actual people entering the store. We wanted information on an outdoor umbrella, simple, right? Should at least be on the product (especially since they were having a sale on outdoor items). No. Nowhere to be found. Worse, when we asked an associate (who ignored our search) she hurriedly went to a computer to look it up, told us to wait a moment because she got a call, and then disappeared, never to return. We left. The next week we went to the store again, this time on a slow weeknight. Two salespeople smiled and welcomed us, a good start! They asked what we were looking for, we said, an umbrella, one of them said, "which one?"and since we didn't know the style name she lost interest! We walked ourselves to the back of the store (she continued her conversation with her colleague), flagged down another associate who was at the register but told us she had just "signed out, I took off my headset!" but deigned to come over and try to help. She couldn't find the price either and was anxious to leave so turned us over to young Dan. He at least did his best, which meant looking it up online, fielding calls from others on his headset, and finally giving us relevant info. On our way out of the store the first two ladies smiled again and asked if we knew what the name of the umbrella was now...yikes! These were ladies mature enough to know better--rule #1 in customer service: stay with your customer, listen to their needs and take care of them. In contrast the folks at Crate and Barrel next door and even the fab young man at J. Crew just down the way could not have been more present, attentive, engaging. The PB crew needs some serious training, especially this store! we've noticed the same attitude at Restoration Hardware stores, same company. read more

Plumbing products; faucets or anything: NEVER BUY! Their products look lovely, precisely why we purchased an expensive vanity fixture along with approximately $5,000 in other Pottery Barn merchandise for a $25,000 bathroom remodel. Problem is, after 2 years the faucet drips, but Pottery Barn will not tell you who the manufacturer is, so you cannot buy replacement parts to fix the simple leak. Seems to me Pottery Barn is going out of their way NOT to help you. Solution: throw away the very lovely expensive fixture and buy a common name brand item from a company who will provide service after the sale. Also, the best solution is to never buy Pottery Barn fixtures in the first place. read more

We placed an order at this store for a new sofa, chair, and ottoman. We had a fine experience in store, but have had terrible customer service with their delivery division. After multiple calls with long hold times, we were finally able to schedule a 3 hour delivery window. When we requested that this be reduced to 2 hours due to our maintenance man's schedule (he had to be present to remove the window for delivery), they refused to honor our time request. When I stated that if the sofa is not delivered within our 2 hour requested window, we would have to reject the order (with literally no way to get it in our house), their customer service invited me to do just that. I'm rather shocked that a company of such caliber would encourage a customer to reject a $5000+ order as opposed to providing good customer service that works around a customer's schedule. Not to mention that we placed this order in late August, and as of November 7th we still do not have our furniture. read more

The store was super busy and my family was looking to make a big purchase - and we are not the most decisive people on the planet. :) I was lucky enough to find Leslie, who is a manager. She was efficient, super knowledgeable - which really helped keep us looking at only couches that will work for us - and gave us some great things to consider. We had been looking at a lot of places but ended up ordering one by the end of the day and I am so happy it's checked off our list. Thanks Leslie!! read more

i have never been so disappointed in customer service as with my last 2 orders from pottery barn . let me mention i havent received my final order and it is almost 3 weeks late . after 4 calls which i was told someone would get back to me within 24 hours i have NEVER been contacted with an update or explanation . i even requested to speak to a supervisor on the last call and all they can tell me is the problem is with the vendor but i made my purchase with pottery barn and hold them responsible . will never purchase anything from them and will warn anyone who thinks about doing so. read more

I went to that store for the first time yesterday. The manager Lauren Parker was amazing in helping me. She was very patient, professionnal and so helpful in so many ways, thank you!! read more

I recently purchased an emmett console from the Oakbrook store and I'm very happy with this buy, at the same time I bought a Lorraine tufted headboard from the catalog through this store and i had problems. Tried to call the catalog store, was unable to help me redirected me to the Oakbrook store, Sales Rep Devin did an excellent job in helping me get what I need and get my refund back fromt he catalog store. That all made the difference! read more

I am a huge Pottery Barn customer. I live closest to the Oakbrook store but avoid shopping there due to there lack of customer service and even there demeaning attitudes. I had to return a pillow I purchased at the North ave store and got the curt judgemental treatment. I will continue to avoid shopping at this store. Too bad since it is in my backyard. read more

My review is strictly for their design service. I had made an appointment to meet with their design consultant for 3:30 on a Wednesday. When I arrived, the consultant was in the middle of helping another employee and said they would be with me shortly. Ten minutes later she approached me, only to be pulled away to help with the transaction yet again. Finally, at 3:55, she sat down with me to discuss the room I wished to decorate. When I said I only had until 4:15, she apologized and asked if it would be better to send a consultant to my home. I agreed, but still wished to discuss my room before I left (otherwise the trip was a complete waste of my time). Keep in mind that I had my toddler son in tow with me. After about a 5-minute consult, she said that her manager would give me a call that evening to set up the in-home appointment. It is now 2 days later and I have heard nothing. I would like Pottery Barn to know how unacceptable this customer service is to me, and how completely de-valued I feel as a customer. read more

My fiance and I have visited this pottery barn two times recently to get some things for our new house. Both times have been absolutely awful experiences. It seems like nobody in this store can be bothered to help, and when you finally get someone they seem annoyed and are slow as molasses. Today in particular we had someone named Carrie ringing us up. She gave us numerous dirty looks (I'm sorry we are under 30 and shopping here?), and was clearly judging us for wanting to have two separate transactions (we had two different coupons and it saved us twenty dollars). We get the general impression from the salespeople in this store that we are in some way not good enough to shop here. It is just really upsetting when people act like such snobs. We like the style of pottery barn and registered here for our wedding. However, with such lackluster and frankly insulting service, we don't want to spend any more money here. We are seriously considering removing them and registering elsewhere. read more

The furniture in this store is great, but very subpar customer service...on several different occasions. On my most recent visit, I went in looking for a specific piece and was not greeted nor approached by anyone to see if I needed help. I ended up waiting in line for the associate behind the counter. I asked her if she could show me where the piece was in the showroom. She had barely told me that the piece was not on the floor when another sales associate approached her. Without a second thought the two of them started chatting away right in front of me. I had other questions for them but I couldn't get a word in. They did not even respond when I said, "excuse me." Very rude. Needless to say, neither of them offered to show me other pieces from the collection or to ask of I needed help with anything else. I will think twice before shopping at this location again. After all, why should I spend money in a store that isn't interested in selling to me? read more