After my other mattress was delayed with no explanation, I did place an order with Pottery Barn as they offered the same exact mattress. They did not charge me immediately though and there were many delays because of COVID and being able to get the fabric for the mattress because the same materials are used for PPE. But they did keep me in the loop of what was going on. A few weeks ago I got an email to schedule delivery. My delivery time could be from 7am to 8pm so it was not very precise. The day before the delivery time changed to 12-2pm. Then the morning of the delivery, they sent me an app to monitor the delivery truck. It was not very accurate though as the app changed from 40 minutes away to 90 minutes and minutes later they pulled up around 10:45am so more than an hour before the scheduled time. The delivery team was polite and even removed their shoes as it was wet outside. They were skilled and knew how to navigate the mattress up the stairway. The delivery fee I paid was to include removal of the old mattress but they claimed due to COVID this was not allowed. But there is no mention of that on the description and I did ask about that before I ordered. I even went to the website while they were here and still found the same wording as when I ordered. "MATTRESS REMOVAL Your new mattress purchase is eligible for an old mattress removal via our Premium In-Home delivery service. The mattress must be in sanitary condition. Pickup must be requested when you schedule your new order delivery." They did call someone about this and did remove the old mattress. So it all worked out. read more

I love having this Pottery Barn location here. We've purchased a few pieces for our house in the past and the quality has been great. On this most recent visit we stopped in to see a few furniture pieces in person, I recommend doing this if you can. The customer service is typically always good. read more

The worst customer service in my entire life. I will never shop here again. I brought an online return to the store and the guy at the store said he couldn't take it back because he couldn't re-sell it and it would mess up his inventory. Uhmmm....He told me to call customer service. When in the world did store employees start blowing people off and tell them to call a 1-800-number for help?! I asked to speak with a manager (Heather Shargo) and she was equally as pitiful at customer service. I told her that I'm a busy mom of babies and was short on time and would like to resolve this return. She oddly told me her husband left her and she couldn't breastfeed her child so she had it worse than me....y'all- I am baffled. How is this proper treatment for someone who spends thousands on furniture & bedding at pottery barn?! NEVER buying anything from Pottery Barn ever again. You'd be better off shopping at Walmart. read more

Very bad customer service. Bought a reed diffuser as a birthday gift for a friend and it arrived without the reeds. I called Pottery Barn and they said to buy the reeds at Amazon at my own cost, after paying $30.00 for the diffuser. They would not send me any reeds. This is unacceptable. Last time I shop here. read more

The store moved to Fenton in Cary. Customer service is horrendous (and that's kind). One of the manager's Kat, was the least helpful employee ever. We needed to exchange an $8 bowl - it was beyond 30 days, which we understand. However, we explained the extenuating circumstances - told her we had Covid and told her we could show proof. She could not be bothered. It's not a stretch that over the years, we are in the top tier of spending customers. She did not look anything up. They were not remotely busy so she had time to check. The answer was: no, no, no, that's our policy. She did not even pretend to give us the time of day. The experience was a through back to DMV 20 years ago. Though, even DMV staff exhibited more pleasantness, tact, & professionalism. read more

What a horrible experience. This store needs a new manager that is able to do a proper inventory count and be accountable for her store. My problem isn't with what happened- my problem was with her condescending down speak and inability to be accountable for what happened. Basically I ordered online to pick up in store- got an email that it would be ready within 3 hours and then get a call from the store that the inventory count was incorrect and my options were to wait 6 weeks for it to arrive in store or get it in 2 weeks but pay for the shipping - which was what I was avoiding by selecting the option to pick up in store. Blaire pretty much said that "it happens all the time" and said she was giving me a deal by reducing the table 5% which still meant that the shipping was $134 more than if the original online sale was processed. My advice if you're furniture shopping- go to Arhaus for better service but.... if you're in love with something at PB, place the order online and avoid this store. Unless you like being talked down to that is.... My debit card was charged twice for $800+ and Blaire wouldn't even take my call, she contacted the cooperate office and the lady said "i don't know why I'm in the middle of this" - - just cancel the order so that the funds can be released! It's as simple as counting inventory but i guess that's a challenge for them at that store. 1-2-3-4..... whatever. read more

I love the merchandise, but don't ever order from them online. The shipping charges are sky high and just try to cancel an order once it's been placed. You'll be told " I can make a note on your account, but I can't guarantee the item won't be shipped." What!!?? Actually, I'm now told only back ordered items can be cancelled. Just a heads up for future on-line shoppers. read more

Buyer Beware! We ordered furniture the first week of September. Sold our bedroom furniture, got new carpet and painted our bedroom. We are now being told our furniture may be here in January. We were not told these items would be back ordered when we spent hours with a Pottery Barn designer in the store. We will NEVER order from this place again! read more

DO NOT ORDER FROM POTTERY BARN. My wife and I set up two different orders for three pieces of furniture and the experience has been horrific. PB never bothered to email us any updates on our furniture; all of which was delayed. It got so bad that we just cancelled two of the furniture pieces. And then, the bed frame we ordered turned out to have entirely different dimensions/specifications than what the PB salesperson told us. Compared to other companies (Macy's, Wayfair, Overstock) PB's customer service has been by far the worst. I would suggest going elsewhere for your furniture. Not worth dealing with Pottery Barn. read more

We ordered a product that kept getting delayed for months. Each time we called they said they shipped it. After 6 months of us calling them, they finally shipped our product. It went to the wrong address. We finally recovered it and it was the wrong product. So we did a return and had to keep this huge box in our entry way for 2 weeks for them to pick it up. Ordered a new one and they said it would take another 5 months after we had already waited 6. So we said screw that, just cancel the order and give us a refund. Then they said they can't give us a refund until it ships (5 months from now) and then we will have to call in AGAIN and have the product sit in our entry way for 2 weeks AGAIN. We have had to call in literally 20 times. Every time they do something they expect you to call back. I can't believe a company that used to be so reputable has fallen this far off the cliff. Post COVID, it seems their quality has went WAAAAY downhill. I will never buy from them again!!!! read more

Beware buying furniture at this place. Bough a recliner and a sofa for over 4k in August 2020. The furniture looked great and we were excited, after a couple of months of waiting, the items were delivered. The leather recliner looked different...it was not as comfortable as the one we tested at the store......found out that thickness of the back was 4 inches thinner than the one at the store....we went and talked to the store manager and was told we could not replace because it was on sale, and they give us number to see IF they can help.....after severals days of talking with over 15 people at the manufacturer place and everywhere else...we were told there is nothing they can do....really? Called the HQ number and they were great....I was able to return the item (store manager NO RETURN ?) Now, had to return the sofa for a busted spring....LESS THAN 3 MONTHS OF USE in a house with an older couple, no kids, no pets !!!! Naturally I talked the HQ people...great customer service at the HQ level read more

I bought a loft bed for my granddaughter in OCTOBER, it was INSTOCK, to be delivered in November...not too long a wait. That date moved to end of nov. that date moved to dec. then it moved again to end of december. Then order was partially scheduled then changed to returned without my knowledge. Then reorder the final piece (mind you the girl has had no bed since october now- sleeping on a mattress) was marked DELIVERED AS OF 2021 which is not even here yet. My account now shows no history of the order except for the prints i did of it, to prove my order. This has been the worse customer service, worse retail experience of my entire shopping life...IM no youngster either. If I could give pottery barn a ZERO i would, im so mad, there have been emails sent to me but I couldnt respond to them. Their communication is the worse in the business. Complete chaos and looks like a poor attempt to cover up a real mess they made. Im considering contacting the ag of my state, Im mean its a purchase of over 3000.00 dollars, paid for in October and still no bed set. I hope everyone reconsiders ever shopping online at pottery barn especially for big ticket items as they continuously had the item "in stock" in nov and dec but never delivered my order. (now the item is mysteriously gone- did i pay full price for a discontinued out of stock item?) idk, but im feeling very ripped off and so angry, cant even call them. the worse POTTERY BARN TEEN will not deliver. As of 2017 news on hfbusiness.com new President of PB kids and teens, a JENNIFER KELLOR. Terrible job jennifer! And JEFF HOWIE, new exec VP and Chief admin office. Congrats on sucking at your job. read more

This store is great! Wonderful selection and the staff is very willing to help!

I normally wouldn't waste my time writing a review for a store but when I walk all through the store twice-looking for a furniture set-and I see FIVE YES FIVE EMPLOYEES-and not ONE of them acknowledge me-then it's time to go. How rude. I will buy my furniture at crate and barrel. See ya! read more

Great selection, helpful employees, organized and inviting store. I love just casually browsing, and sometimes impulse-buying at Pottery Barn. It's one of the best kept secrets of mall shopping! Also, I love that they sell just a good variety of beach/summer-inspired items. read more

Recent visit to Pottery Barn was very disappointing as far as staff is concerned. Have been a customer of Pottery Barn (in various cities and states)for many years and love their merchandise. However, their customer service needs a major overhaul...at least in the Raleigh store. Spent approximately 30 minutes shopping in the store, came within 5 feet of 3 different employees-not one acknowledged us, spoke to us, or asked if we had any questions. I was literally under an employee who was on a ladder. Not expecting someone to scale down a ladder but a simple acknowledgement is not too much to ask. Terrible terrible customer service in this store. The store was not crowded so the employees were not busy assisting others. They have the wrong attitude. I saw no one with a crown on, no signs of royalty, no indication that the employees were too special to speak. I would not be writing this if there had been a simple "hello", some sort of acknowledgement at least. Get your act together, nothing difficult here. We can spend our money in hundreds of other places for the same basic products, its our choice. Please re-train your employees. read more