I am NEVER ever going to buy another item from Pottery Barn. Be warned that the store is disorganized and their customer relations is disorganized. Nobody cares about the customer. All they see is the $$$$ they can milk from you. The issues I've had are: 1. Being charged over $500 in delivery fees because the store didn't have the product in stock. Insane. They couldn't consolidate everything into one delivery (I'm still waiting for the first delivery). 2. Deliveries being held without my knowledge. 3. Deliveries being scheduled without my knowledge. 4. Rude customer service ("Well, the Fedex guy has to be paid. I'm sorry there is nothing we can do.") 5. Headquarters connects me to a voicemail that never calls back. Please don't ever buy any Pottery Barn product. Learn from my experience. read more

The customer service at this location is horrible. We went to buy a duvet and pillow shams. We liked the Belgian linen in mineral blue. We asked the sales person to help us find matching pillow shams. She was very rude, condescending, and impatient. She couldn't be bothered to help us. She told us the Belgian linen is the most popular of all the duvets and that they were out of the shams we needed. I asked her if they would be getting any new ones. She said she didn't know. I asked her if she could order them and have them delivered to the store. She said yes, but it would be easier if I ordered them online and had them shipped to my house. I asked if I would have to pay for shipping and she said yes. I explained that the reason that I had come to the store rather than purchasing online was to avoid paying the $23 shipping charge. She ROLLED HER EYES at me. read more

The minute I walked into the store I was greeted with a smile and asked if I needed help looking for anything. I just moved into a new home and was looking for furniture and accessories to go along with my decor. I met Valerie and showed her pictures of my rooms that I needed to furnish. She walked around and gave me tons of great suggestions. She was so patient with me because I can never make up my mind. I ended up spending a few hours in the store and walked away with new items. I went to the store a month later and Valerie immediately remembered me and helped me once again. If you are looking for quality furniture and/or items you can't beat Pottery Barn and their wonderful sales people. read more

I placed quite a large order of bedroom furniture and rugs that were delivered on Sunday morning. Everything looked wonderful, delivery folks were great and I was excited. As I went to try and put clothes into one of the drawers it was defective and I'm unable to use the armoire. I called Monday morning, sent pictures and someone was supposed to reach out to me in 24 hours. I waited a day and heard nothing. Called again -- customer service placed the request again. I waited another 24 hrs. and still heard nothing. I called finally 72 hrs. after the delivery and was told I was supposed to wait 5 to 7 days before hearing back from the "quality team." That was completely unacceptable so I waited and spoke within Darlene in delivery support and it is over a week the first available day to come and inspect the furniture/try to repair/adjust or replace. I've got more furniture to purchase but it will not be at Pottery Barn. Their customer service support is unacceptable. read more

Pottery Barn - Home Decor Near Me - Walnut Creek, California

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Marcella (I think is her name) doesn't know what she's doing. Or she straight up lied to me. I'm not sure which one it is. Here's what happened: We ordered a Paxton Sconce (2 actually). One was beautiful, got it mounted and love it. The second one was broken on the glass. So I took it back to this Walnut Creek store on Sunday (today is Thursday), because I was told on the phone they had it in stock (2 of them actually). I go there with my item, driving the 30 miles down there and immediately when I tell her there are two in stock, she contradicts me and says there probably aren't any in stock. I said, can you check? So she radios someone in their stock room (I'm assuming, I didn't see the other person) and then said almost immediately after "no, they're not in stock. We'll just have them mail it out to you. It'll be out to you in just a couple days." So now it's Thursday and I'm calling the customer service to find out when I'll receive it and guess what! It won't be back in stock to be mailed out to me until June 29 (today is June 14). This is unacceptable. Now, I'm on the phone to their customer service trying to find a location that I will have to drive to (for a second time) to pick one up. (I paid for shipping and they're not going to refund that). They told me that the Pottery Barn in Walnut Creek should have 2 and that if not, they should have adjusted it in the system by now, since they realized the problem on Sunday when I went in and they couldn't locate them. So what's going on? Sounds pretty shady, doesn't it? Well, now I have to call them again and hopefully figure this out today when they open at 10am. Things to take away from this review: Walnut Creek PB is the P-eww. read more

Wow. They have literally everything on display and I got some great items on sale too. I was helped by Jody and she was fantastic. The cashier who rang me up was so great too but I didn't catch her name. Everyone was asking me if I needed help - so nice after being ignored elsewhere. read more

My wife and I were in the store on May 15th to purchase an item that was a special order. We decided since the purchase was large we would open up a PB credit card through Capital One. The sales associate who help us seemed to be having a difficult time processing the application. On top of that her attitude was down right upsetting. We left without completing the transaction. A few week latter I received the new card in the mail and noticed a charge on it that was not ours. It was for some type of rug. I noticed the fraudulent charge was done the same day and time we tried to open the card. There was no doubt the employee helping us did this charge. Nobody else had our number. I've been in that store twice to have someone investigate this transaction. The last time I Was at the store I asked for a manager. Low and behold I recognized miss personality who helped my wife and I with the credit application. The shocker was she was one of the managers. When confronted she became defensive and asked that I produce a receipt. I told her I wouldn't have a receipt since it was a fraud charge. I handed her my credit card and statement. She said she couldn't look it up. At this point tensions were escalating. She then threw a stapler across the table almost hitting the customer next to me. I reached over and grabbed my statement and left the store. That same day I reported this to the fraud Dept and asked to be contacted since they potentially have an internal problem. I have yet to be contacted by anyone. Stay away at all cost or at least refrain from handing over your identity to open a credit card. read more

Worst customer service ever. Every time I buy something from here I tell myself to never do it again, it's hard because they have great products but not worth the hassle of the rude staff. Never, ever again pottery barn. I bought sheets in the wrong size on sale and when I realized I took them back to the store in their original packaging to do a simple exchange and they wouldn't give me the same price that I paid originally. I don't understand their reasoning and never will. read more

Never ever buy anything from pottery barn unless you can walk out of the store with it! Delivery service and customer service is a joke. Online reviews are littered with nightmare experiences. I just wish I read them before making the same mistake. The pottery barn closest to us just closed. I suspect more will follow and I think the company is probably in serious trouble based on the reputation they are building. Update: after being late twice on the date just to schedule delivery, I finally got a delivery date. After the delivery was a no-show, I was on the phone for over an hour trying to straighten the delivery out. I got responses like they could deliver the next day (another guy told me they couldn't), I can't pick it up myself because of insurance reasons (another guy called me and was ready to let me pick it up), delivery on another day is an option (would need to take work off). One of the customer service representatives actually said, "shit happens!" Very professional! This company has been a joke for us for awhile now because it took three weeks to get the sofa from LA to Oakland. We joked that they were transporting the sofa with donkeys. We were also joking that their donkey would get sick or die on the way to our house and, well, look what happened. We did receive the sofa the following day, but seriously, what a trip to get there. read more

I was just in the store last night and the ladies on the second floor were so helpful. I called looking for just a single glass on clearance to complete the set I started in Pleasanton. They found and held the glass for me as I was coming from Livermore. Pleasanton was also very helpful, but they did not have the item in stock. I enjoyed the helpfulness of the ladies so much and their efforts to make this a painless shopping trip, I went back to the first floor and purchased four more items. This store will be a regular stop and the parking was so convenient even on Saturday evening. Pottery Barn provides, at all the stores I have visited, the high level of personal service I miss in most stores. Job well done. read more

BUYER BEWARE! When you order something online and it goes on sale the next day you are out of luck! They do NOT give price adjustments! Hard to believe that a large company like Pottery Barn would have such poor customer service. Not sure how they stay in business with the way they run things. They lost a customer in me. read more

Customer Service STINKS! On August 19th, 2018 I ordered the Antonia Canopy Bed/Calif. King. On September 8th I received a message saying in was leaving the vendor. I never heard from Pottery Barn with a delivery date so on 9/21 I contacted them for a delivery time. At that time they told me it hadn't left the vendor yet and to call back in a few days. On 9/24 I called again and spoke with Regina, who told me it hadn't left the vendor yet and that she would follow up DAILY and notify me when it shipped. She reassured me that due to my inconvenience I would be compensated with a price adjustment! And that she sent a email to the vendor with a request on it's whereabouts. Told me it would take 3-5 business days. Did not hear so called again on 9/28, 10/1 and 10/6. Each time speaking with a different representative. Each one more evasive that the prior one. Last one told me the email was sent and it could take 10 days for an answer. Well 10 days has come and no phone call from Pottery Barn. I want this product!!! But most of all I would like Pottery Barn to contact me with what is going on with my order. Customer service tells me there is no one else I can speak with. Huh!! The unfortunate thing is that this bed is featured in all their ads/magazines and displays their linens as well. Why feature a bed that you cannot deliver on Pottery Barn!!! Someone needs to call me! Rosalie Anderson Order #082317068332 read more

The store has the worst customer service. I have been in the store several times and have never had great customer service however I went in over the weekend to buy a few Christmas decorations and the girl at the cashier was beyond rude, condescending and never said one word to us while we were checking out. She has stringy reddish blond long hair. I've never experienced such terrible service. read more

I just wanted to leave a review for this store's assistant manager EMIL BOGER. He is such a hard worker and is so patient, personable and kind. Pottery Barn is so very lucky to have such a great human being on their team. I know that he is very passionate about what he does and he cares about providing customers with the most positive experience. read more

I used to love Pottery Barn but not so much any longer. Online Pottery Barn says free shipping on certain items but turns around and says you can only pick the items up in certain stores. I placed an online order, paid online, and went to the Walnut Creek store to pick up my order. When I arrived at the store, one of the items was no longer available; and a couple of 6-piece Santa ornaments were poorly/loosely wrapped in hard paper and falling out in all directions when I pulled them out of the bag. (The other sets I purchased were in original packaging) The sales associate was not happy that I asked her to re-wrap the breakable items more securely. The ornaments were clearly gathered from displays as they were not in the original secure packaging that avoids breakage. No discounts offered on the display items. I wasn't able to order other items I was interested in because store pick up was at five different store locations. Not good customer service to make a customer travel to all those stores to pick up items. Especially if the item isn't there when you arrive to pick it up. Most recently I ordered items online that were shipped. One of the items was a set of 3 (Pink, yellow, green) lit ornaments. Upon opening the package there was one pink ornament and two yellow ornaments. No green. One of the yellow ornaments wasn't in pristine condition either. I called customer service and was told the item is no longer available and she would refund the full amount of $26.99. Shortly after, I received an email from PayPal indicating a $10 credit from Pottery Barn. What the heck? Now I have to go into the W.C. store and try to resolve this issue further. Waste of my time, energy, and emotions. I'm so done with Pottery Barn. Get with it Pottery Barn! read more

I love this Pottery Barn and have been coming in here for years. I live near downtown and am constantly strolling through here. This store fits into downtown very nicely and is very "homey" and "comfy". I buy something from here about every 3 to 4 stops. This weekend, it was a marble salt & pepper set. My favorite time to come here is the holidays. I always make my way upstairs as they also have a clearance section up there. Love this place and the employees are always friendly. I see the other reviews, but I have never had a bad day here. PS - Williams Sonoma is next door too, so I usually hit up both when I am there. read more

I love Pottery Barn and their contrived home design-lifestyle stores. I'm currently converting my home to their catalog...each room will have a page number and a fake name. As mocking as this review sounds, I seriously like their stuff and shop here semi-regularly. Yes, I am a fan of PB - FOUR stars! read more

The company is fine; the store in San Raphael has never been a problem for me, but the store in Walnut Creek is repeatedly just DREADFUL! Imperious, condescending, inattentive, dismissive. I've made six calls - SIX CALLS - to try to get an update on an item return that I brought into the store, and it has been a total nightmare. Still have no information about the status of the return, and yet have spent so much time on hold, all for nothing. read more

The staff is great, never hovering but someone is usually available when you need them. A little on the pricey side but if you're not sure the item works, buy it, and if it doesn't then bring it back without any hassle. We purchased a headboard and bed frame the online Pottery Barn. When putting together the frame I discovered there were no casters. No where on the packaging or instructions did it mention that the casters weren't included. Made a quick trip to the hardware store and purchased a set of bed casters for just under $20. Took the receipt to the Walnut Creek Pottery Barn hoping to get the cost of the casters. Not only did they refund the cost of the casters but some extra to cover the hassle and gas going to the hardware store. We purchased a rug on sale that was being discontinued and was available to see at the Walnut Creek store. They had it at the Emeryville store so we purchased it over the phone. I wrote some information on a note pad as we thought they were shipping to us. A few weeks go by and no rug but there was the charge on out CC statement. We went to the Walnut Creek store with notes and CC statement only. I took maybe 15 minutes with Walnut Creek talking with Emmeryville to locate the rug. Turns out Emmeryville was Holding for us. Quick trip to Emmeryville, the store manager was waiting for us, some indecision about the rug resolved, and happy customers heading back home with the rug they wanted. Absolutely great customer service. read more

I came into this store to return an online item. The young lady at the front was very gracious and offered to help. As I got to the counter she was having some difficulty with my return as the item was not registering. She was interjected by an older Caucasian women in her 60s who was incredibly rude and abrasive to say the least. I was brashly informed that this item was a final sale, although my order nor my receipt stated anything of the sort. When I inquired about the lack of information she lashed out stating she had worked at pbkids for many years and I should know that anything on sale is final sale. I'm not quite sure how the customer is supposed to know certain priced items are nonrefundable if there is no indication when purchasing. All in all, very poor customer service in a developing affluent neighborhood. I would expect more for someone who's been working retail their entire career. Oh, and I was able to return my item online without any hassles! read more

Be prepared if you are a person of color walking in this establishment. Went with a colleague ... asked a saleswoman for a sale price was brushed off. Colleague (white just like the saleswoman) asked the same question for me 15 min later and was given the VIP treatment. Not only was the saleswoman eager to help, she took the same merchandise behind the counter to give my colleague a more accurate price. I brought the situation up after purchasing the item that I desperately wanted to the manager that rung me up. She said that she would talk to the saleswoman. Did I believe her NO ... when she was actually one of the first that I asked about the sales price. Next stop corporate... racist store in my opinion. read more

I've been a customer for years I have noticed is the increase of rudeness from most of the staff 2 weeks the manager treated her staff w the rudest form ,I mentioned this at counter. An employee confirmed & said she is always treated the same often. I refused to go back the next day I went to Pleasanton to order our furniture, the staff w helpful when I called and more when I arrived WC is closer than Pleasanton so when I need to use this location Im at a disadvantage. My question why doesn't the corporate take action and actually train their staff to be helpful and friendly. Retail 101, keeping the customer happy always read more

Michele went above and beyond the service I have ever received in tracking down a rug I fell in love with. I cannot express my gratitude and will be a loyal customer forever! read more

What happened to Pottery Barn? Just two years ago I bought a new house and shopped Pottery Barn for so many beautiful things and the sales were amazing! The past year I've noticed a MAJOR shift for the worse- new marketing? new buyers? new corporate management? I don't know what happened but the product quality has massively declined- I can't even find something worth purchasing with a gift card I've had over a year! The "sales" have more exclusions than they're worth.. just not the company it used to be. read more

We ordered dining room chairs in March of 2017. It took 6 weeks to get them and when they arrived they were dirty. Spent the next 4 months trying to get them replaced. Customer service doesn't care, moist the files, and gave just about every excuse you can think of. Finnaly was able to place a new order and this time got 4 chairs with the wrong colored legs and 2 with the right color. I mean how fricken stupid is that. They said the legs were detachable. We received legs that were for a couch and only 4 inched high. Really. Again how fricken stupid is that? 3 more months now and every time we speak to customer service it's another excuse. They even tried to claim the 4 inch legs would work fine. Really? Called corporate offices several times and they never call back. If my wife didn't love everything else about the chairs I would have told them to take them back. What every happen to customer service? This place is a joke. It's not like it's rocket science. Hopefully this review will light a fire under someone's butt and get them fired. Not likely si c.f. corporate doesn't seem to give a cheap. If your thinking of having Pottery Barn customs make anything for you run. Run as fast as you can to their commodities competitors. It won't cost any more and at least till you'll get what you ordered. read more

I have been going into the WC Pottery Barn about every other month for the past 15 years as it is located next to my bank. In all that time, only twice has a Pottery Barn employee asked me if I needed help. I think I might become invisible when I enter this store. Today I was looking at a succulent display while an employee was working on it. She she not a word. Just ignored me. I wanted to buy some, but found myself walking out empty-handed. Hey, WC PB teach your sales staff some sales skills or you may find yourself closed like your Emeryville shop. I live in Martinez and when it came time to buy my PB dining room set, I drove to the Stoneridge store so I would actually get some customer service. read more

Ok so I don't like to review anything negative but I'm hoping by writing this that the company or at least the store manager at the Walnut Creek, CA will read it. The customer service at this store is shamefully non existent or plain rude, I have never been in a store before or you literally have to chase a sales person and even so when you get one, to get actually a nice experience. I would have actually purchase more if it wasn't for the rude sale person simply raising her shoulder ups like I'm asking stupid questions about beds and sheets, and even if they were stupid questions I would say, stay polite please with the attitude. It wasn't an isolated situation, one couldn't even bother giving more details for ordering a sofa and told me to go to the Outlet in Alameda for quicker service. Yes, how about that one! Now I have it another shot like an idiot and called and was put on hold and when I called back they simply say "can't hear you..and une one seconde hang up". Apparently my neighbors got their entire living room done and told me good luck if I wanted to purchase with the store considering the bad experience they have had. Heidi, who is the manager still, please if you read this step in as a leader and hire kinder sales people, I'm just speechless 2 years on and there's still the same amount of rude people. Incredible. read more

I'm updating my earlier review about the awful roman shades. They finally responded and sent a new one. I found someone in the company to accept my photos - to look at the product I received. They sent a new shade with no questions asked. I feel like they should be recognized for at least coming around to the problem, even if it took a while. read more

Agree with the many reviews here that customer service is poor. The products we bought online looked cheap in person (though they cost quite a bit) so we decided to return most of them. I trekked to the store and had to bring everything out of my car in two loads. The woman at the register, who wasn't wearing a name tag, was pissy and passive aggressive throughout the return process. Was tempted to respond in kind, but figured having her job was probably punishment enough. We're still waiting on products we ordered months ago, and likely they'll look cheap, too. If we need to return anything, will eat the shipping costs to avoid coming back here. read more

I've always been a fan of pottery barn and the style of decor here. I will agree with the other reviews that this particular location is not great with customer service which is always a down side for me. However they do have everything nicely laid out here and definitely a place to come here for decor inspiration. I have avoided buying stuff online and returning it here because of the hassle of returning it. It is much better to go to the SF location where the service is so much better and the staff here are all really nice and helpful. I am glad there is a Walnut Creek location but they need to work on their customer service skills which ultimately reflects upon how not well their management is doing at this particular location. read more

Poor customer service. They should try diversity awareness amongst their staff training since their customers are diverse. In fact, diversify your staff! My skin isn't white enough to get any assistance when I come into to this store. It never fails, I came in twice to purchase bedding. I roamed around for 30 minutes and no one asked if I needed assistance. I walked and stood by several employees, made eye contact but only to be ignored. I literally had to search for items myself. When I went to pay, the employee on the phone asked if i was ready to pay, so when I responded, she raised her finger at me and said 'wait a moment'. She should not have asked me as i was patuently waiting. By that point I'd had it, i dropped everything and left. I did observe that the employees gravitate to young white couples who look to purchase a whole living room, bedroom set with decorative assistance and custom made I might add. They give 110 percent of service, oh so attentive! Should it matter if one spends $500 or $5k? So I make my purchases online as I don't feel they deserve my business. In fact, I no longer want to patronize this company.-Discriminated. read more

Love the product, the sales and the rewards programs at Pottery Barn. The WC location is excellent and the staff is talented. As with most retail stores, the best sales are on the weekends but so are the crowds. read more

I just had a negative situation turn into a big positive at the Walnut Creek store, thanks to Zoey who happened to answer the phone when I called looking for guidance on an online order gone terribly awry. I placed an online order for a throw rug in May--- every 3 weeks or so, I would receive an update that the order was delayed and would be given a new delivery date that seemed tolerable (aka, what's another week after waiting months)...the date would be missed and the whole thing would start all over again. I called corporate customer service at least twice and was told the order would arrive and that there were delays and to bear with them. Finally, in late November, when yet another date was missed, I called our local store to see about finding a close replacement or just canceling this time and buying elsewhere. In my mind, I was turned off on Pottery Barn after this experience and had no plans to ever do business with them again. Lucky for me, Zoey answered the phone - she immediately took charge of the situation -- she was genuine and apologetic....and a troubleshooter! She noticed few stores in the US showed inventory for the item and offered to call them to be sure the info was accurate. She found it in Georgia in less than 5 minutes-- she had everything set up so all I had to do was call and finalize the order. EASY. Topping it, the rug was now more expensive than what I had paid and they held the cost (they did the right thing and didn't make me have to challenge anything). Finally, Zoey went above and beyond and asked if she could cancel the online order for me to save me more work. Just WOW! Zoey turned everything around, including keeping me as a customer. I will be sharing this positive story about my experience and will remain a customer-- specifically, I will shop at the store vs online (still not a fan of their online service-- terrible). Thank you Zoey and Pottery Barn! Zoey is a credit to your store and should train all your employees (including online) on how to perform great customer service! read more

Pottery Barn is required by California law to sell furniture with flame retardants that can cause cancer, sterility, thyroid disorders, endocrine disruption, reduced IQ in children, developmental impairment, birth defects, etc., even at very low doses. Like PCBs, these chemicals live a long time and accumulate at the top end of the food chain, i.e. us. I was willing to buy a couch in Oregon and take it to California, but it turns out ALL 50 states adhere to the California standard, so you can't buy a couch without flame retardants in your state, even if you don't have to have these carcinogenic chemicals! You can tell furniture has these chemicals if the label says it meets the California furniture flammability standard. Technical Bulletin 117 (TB117). They remove these posts to yelp every time I post them, so if you're reading this, you won't be able to find it again. Why don't I have the right to buy a sofa without carcinogens? These chemicals don't even work! Fire deaths in states WITHOUT flame retardants declined at the same rate as California over 24 years 560 Americans died in furniture caused fires in 2003, but cancer killed more than 500,000 people. I bet these people would have died anyhow, because these carcinogenic chemicals only delay the onset of fire for 12 seconds. And hello! In Europe cigarettes must go out if not puffed on, why not force cigarette makers to do the same in America rather than make the 80% of us who don't smoke in California, live with furniture full of toxic chemicals, that eventually will be released to the environment to do damage to wildlife as well? You want to know why? It's due to 3 aggressive chemical companies, Albermarle, Chemtura, and Israeli Chemicals Ltd, who spend millions of dollars lobbying the California state legislature. I don't think citizens or one-time-only newspaper articles about this topic have a chance in hell of defeating chemical lobbyists who've spent well over 10 million dollars defeating legislation to overturn the flame retardants in furniture requirement in California. But if everyone tells chain stores they won't buy furniture with flame retardants and orders it from out of state, then Macy's, Ikea, Pottery Barn, Costco, Crate and Barrel, La-Z-Boy, JCPenney, Restoration Hardware, Z Gallerie, and so on will lose money. We need to find corporations to fight the chemical industry, because only another large corporation has the money, clout, money, know-how, and money to counteract the chemical industry lobbyists. At this point, given the high level of corruption across all institutions, all we can hope for is to set one corporation against another. That these retardants have been in furniture since 1980 and scientists like Arlene Blum have been unable to get them out despite many years of effort, is a perfect example of the corruption of our political system. This is not wacky pseudo-science - articles have appeared in the New York Times, Wall Street Journal, Los Angeles Times, and many other papers, here are just a few examples: Arlene Blum. 19 Nov 2006. Chemical Burns. The New York Times. 14 Nov 2009. Profiles in Later Life. Taking on Mountains--and Toxic Chemicals. Wall Street Journal. Arlene Blum, 28 Apr 2011. Viewpoints: Flame retardants are the asbestos of our time. Sacramento Bee. Arlene Blum. 17 Oct 2008. Midnight's Legacy. Los Angeles Times. 28 Oct 2010. Seeing Risks Exceed Benefits, Scientists Seek Limits On Flame Retardants. InsideEPA dot com This is hard science, there are over 100 papers published in peer-reviewed scientific journals (see the publications lists at greensciencepolicy dot org Greensciencepolicy is fighting to get these chemicals out of our furniture and has the following board members * Lauren Heine, Ph.D., Senior Science Advisor, Clean Production Action, Lauren Heine Group LLC * Don Kennedy, Ph.D., President Emeritus of Stanford University, former editor-in-chief of Science magazine and former FDA Commissioner * Richard Luthy, Ph.D., Silas H. Palmer Professor and Department Chair, Civil and Environmental Engineering, Stanford University * Nina McClelland, Ph.D., former Chairman of the Board, American Chemical Society; President of Nina I. McClelland, LLC * William Nazaroff, Ph.D., Professor, Environmental Engineering, University of California, Berkeley read more

The customer service at this location is terrible. I gave 2 stars rather than 1 because out of the entire crew working the downstairs, there was one helpful and friendly sales associate. If it weren't for her, I would have just walked out. Snotty stuck up attitudes and an inability to operate a cash register efficiently makes this the worst Pottery Barn I have ever shopped at. Heads up Williams Sonoma - train your staff to answer a question without being a complete bitch about it. Here I am, a gullible idiot for actually being willing to blow $400 on fake lanterns and candles and I'm being treated like a nuisance? Are you effing kidding me? The next time I decide to waste money on frivolous home goods, I'll be heading to Restoration Hardware. read more

I'm writing this review on behalf of a friend, because I'm horrified that she and her husband got such absolutely crap service when they visited the store. She and her husband visited the store to purchase a piece of furniture, and were helped by an employee who was having her first day at work. She had some trouble with pricing the item, so they all asked the manager for help, but for no good reason, the manager told them to leave and said he did not want their business. Pretty much, "I'm busy, just leave". This was after the salesperson was working on this for about an hour and my friends were just patiently waiting. They have ordered several things from the store before, and had several other issues too. For example, a chair they ordered was not delivered on the day it was supposed to be delivered, so they wasted a whole Saturday waiting for their chair to show up. They tried calling the delivery scheduling line, but was on hold for 15 min multiple times, were the phone rang continuously but no one answered. She finally called the store that she purchased the chair at and spoke to a manager, and the manager was supposed to call them back, but surprise surprise they did not call back! Not sure what happened in between, but at long last they got their chair. Another example. The delivery people showed up with a dining table, but they were extremely rude and kept complaining about how heavy the table wasand that it really was a three person job, not two. I mean, sympathies to them and all, but that does not seem to be my friend's fault, and they should really be complaining to the warehouse or scheduling manager, or OSHA, or something. It's too bad Pottery Barn has nice stuff. Such terrible customer service. We got most of our stuff from Crate and Barrel, and that was a much happier experience. read more

Don't know how they stay in business. Every sales person I spoke with in all the local Pottery Barns gave me a different story about the seat cushions on the PB Basic sofa. I finally gave up on getting accurate information from a live sales person and ordered the sofa online. Well, then it was bait and switch time. There was a hidden delivery charge and then insult upon injury, the delivery time promised when I ordered, was months later on the final confirmation. Luckily, I read the confirmation carefully because the delay was not mentioned. When I called customer service, they could not get any information to me about the delivery issue for two days. As if that wasn't enough, their computer had conflicting sofa color information. Is Pottery Barn trying to go out of business? Are they in financial trouble? Used Yelp to find a more reputable company. Great reviews for Rose Design in San Jose. Am looking forward to doing business with them. read more

Used design services for all new furniture. Was so excited but then I've been living a nightmare ever sense. Placed order in November 1.) Target arrival date was initially no later than mid Jan, after several more extensions last updated arrival date was 5/22!! 2.) Part of the order became available in Feb, but would not deliver because entire order hadn't been shipped - after I was authorized to schedule the delivery. Made 10 ATTEMPTS, no luck with written approval. 3.) Got suckered into signing up for a credit card (Resist the temptation!!!!!!) They entered my address wrong. It's now end of Feb and still never received the card!!! 4.) Called to make my payment to ensure I got the Loyalty points as I never received a statement. They took my payment over the phone (after holding for over an hour). Payment was never posted and I was never informed!!! 5.) Took 2 days off work to make all the necessary calls to deal with the above/below. Took over 48 hours of my time holding for customer support for an hour for first contact..then had to hold for another hour on the same call to escalate to a manager. This happened countless times with ALL departments 6.) Entire order was illegally billed to my missing credit card 6 months before they intended to deliver 7.)Had to threaten with legal action to cancel my order before the stress put me in the hospital. That took 2 WEEKS TO ACCOMPLISH!!!!!!!!!!! At the end of it all..I barely received an apology and was stuck with a mess to sort out and absolutely none of the furniture I ordered for my entire house. 5 figure transactions do not matter to these people...even if it is with one of their most loyal pb and Williams sonoma customers. I was planning to double the order once my first shipment arrived.... WHAT A TRAGEDY!!!! One star is generous. Go anywhere else but here to shop!!!!! Ps- West elm is also their brand..buyer be very ware read more

Let me start off by saying that I love Pottery Barn but not every Pottery Barn is built the same or has the same, nice people working at every one of their locations. With that being said, I had an AWFUL experiance at the Pottery Barn in Walnut Creek near Broadway Plaza. I had walked in there on a Monday looking for a particular lantern to use for my wedding. I couldn't remember exactly what it had looked like but new that I had seen it in the front of the store with a thick rope tied around it and the price. The sales person was very nice and helped me find it on line. She let me know that they were getting a shipment in of them in a few days and that she would put one on hold for me under my name and give me a call when it came in. That was very pleasant. A few days later I received a call from, I am assuming was the same women, letting me me know that the lantern was in and that it was under my name at their store. I told her I would be in to pick it up in a few hours. I arrived at the store and was rudley greeted by a woman who seemed to just hate her job. I had also picked up a few other items around the store that I had wanted to purchase. I set my items down on the counter and told her that I received a called earlier regarding a lantern. I gave her my name and she begrudgingly walked to teh back to get it. She came back about a minute later and told me that there was no latnern in the back and was I sure that I received a call...I gave her the the phone number that had called me since i couldn't remember the name of the woman and she said, yup thats our number....we both just stood there looking at each other. I was so flustered because she basically didn't even try to help me and made it seem like she thought i was lying about it. I kept telling her about how I had come in on Monday and this woman would put the lantern aside for me with my name and she said, "well i don't know what to tell you because it is not back there" I was flabbergasted...Finally another woman stepped in and called to someone on a walkie talkie to see if there were any lanterns in the upstairs office. Sure enough, it was still packed away but they found it. The first sales person suddenly changed her mood when she found out how much I was buying and was very nice to me... It was such a horrible experiance I wish I could have just walked out of the store and not buy it from that store but I had been looking everywhere for this lantern and really wanted it. I will NEVER shop at this Pottery Barn again. I can't beleive how rudley i was treated and how it took about 10 minutes before anyone even tried to helpme after the fact. They need to learn better communication... Oh, and the only reason I gave this store two stars was becvause the original women from Monday was nice and I do like Pottbery Barn items, just not their sales perople. read more

They should fire all their staff and start over. Wow. Every time I make a purchase or return it's like rocket science. I've never worked in retail but I constantly have to help them out. It's a joke and take about an hour each time. read more