Pottery Barn

I rarely leave reviews, but the experience I’ve had with Pottery Barn has been beyond frustrating. I ordered an expensive bed from the Aptos collection, and what should have been a simple delivery turned into a months-long nightmare. The bed arrived incorrectly manufactured and couldn’t be assembled. While we kept the dresser and nightstands, we had to send the entire bed back and were promised a replacement. What followed was a series of errors, miscommunications, and complete lack of accountability. The assistant manager at the Fair Oaks location placed the wrong replacement order, ignored our follow-ups, and eventually stopped responding altogether. When we were assigned a case manager, she wouldn’t return calls or reply to emails. Guess what??? They REDELIVERED THE BROKEN BED!!!!!! For the price point, this level of service is absolutely unacceptable. No one has taken responsibility or even tried to make things right. We are now sleeping on the floor until mid-May. Pottery Barn, if you care at all about customer loyalty, you need to seriously reassess how you handle mistakes and treat your customers. I will be taking my business elsewhere—and warning others to do the same. Photos of the second time are them trying to redeliver the bad bed from the first time.

The woman with dark hair who works at this location needs to be fired immediately. Her attitude and demeanor was mean and nasty. Did not greet me whatsoever and acted like I was bothering her. She actually physically looked me up and down! Her behavior was absolutely shameful. Will never ever do business with pottery barn because of her. I had planned to spend over $1000 but she single-handedly ruined the entire experience.

Purchased a nursery chair online for my daughter back in November 2024- stated it was in stock at a local store in Maryland. Had an estimated date of dec around Christmas. It’s now the beginning of march and we have yet to receive our chair. We have made numerous calls to customer service & all they can do is be apologetic for our experience but that’s as far as it goes. We were suppose to get a follow up call after new years- never received one. We tried to cancel the order numerous times and were told we aren’t able to until the chair is here at the warehouse. In February we finally got an update that it had left the warehouse in China and was being shipped by boat and that’s why we can’t cancel our Order and it takes two months for it to arrive to the US. All the other times we called, we never had that update. As of feb 28, it was finally here at a local warehouse like 15 minutes from my house. It’s sat there until today we called and said we have to contact the warehouse house ( which we never were given a number for ) to make arrangements for delivery. Not one email , no calls, nothing to let us know our order was even here in the states and what the next steps are. We just happened to look at it. We asked to speak to a supervisor, and the supervisor wouldn’t speak to us. Just had the rep relay the message and told us if we want to speak to a manager we have to wait another 30 minutes in Que.This has been the worst customer service experience I’ve ever dealt with, with any company. I would NEVER shop here again. And my boyfriends company does business with them regarding sending gifts, and we will be sure that they won’t do business with them either. Will be contact the BB- this is a disgrace of a business.

I’ve been to this store a few times and it’s my favorite pottery barn! The staff there are the best - they are super nice, knowledgeable, helpful, and not pushy! Especially Victor, he made my last shopping experience so much fun picking out a new chair and pillows. So happy with my purchase!

Laura saved my Christmas!!!! She went the extra mile to help me. Costumer service was excellent. I absolutely appreciate her. I highly recommend this store for your home decor. Look for Laura and thank her again on my behalf. You will thank me later.

There’s a guy working there named Victor December 2024 who is top shelf customer experience. He’s fast, attentive and extremely helpful in putting good design purchases together. Need to hang onto him!

Pottery Barn owner must see this review! Seemingly racist store workers. There was a green-haired woman and a woman in her late 50s working the evening of July 3, 2024. When I walked in they gave me a dirty look like I shouldn't be there and didn't greet me. But they greeted the other customers. My white husband walked in a few minutes later and they smiled and said hi to him. I went back in afterwards and they gave me the same look. White people are welcome here. Don't even bother if you are color woman.

Have quite a few pieces of furniture to buy for my new home. Set an appointment for in home design consultation weeks in advance. Day before I received an email reconfirming appointment. Morning of I received a text reminder of appointment. So I take the time off of work to meet the consultant. After waiting 20 minutes past the scheduled time, I call the store to request an ETA. It was only then they tell me that the consultant wasn't coming. I understand things happen, but not bothering to tell your customer is unexcusable. They had the audacity to offer a Zoom call later, but I had waited weeks for an in-person meeting for a reason. I'll be buying my furniture somewhere that respects my time more than Pottery Barn.

Save your money or shop somewhere else. PB's quality and service are horrible. We bought a sofa and it is a complete piece of junk after a couple years. Feathers are coming out everywhere right through the fabric, the cushions foam has completely broken down and failed, stitching coming un-done. Their "home consultation" is a joke. Their designer took two weeks and three reminders to produce a one page sheet with about four pictures, all cut and pasted from their ads.

I tried the in-home consultation service for my two-room decor update. It was easy to schedule while I was in the store. The designer, Jessica, arrived a few days later, took some measurements and left. I have not heard from her since (ten days). I have tried calling the store to follow up, but no one answers the phone. This was a reasonably sized project needing 1-2 pieces of furniture, bedding, linens, and some decor. I was surprised - thinking if they were willing to send a designer, they would be willing to follow up. I used this service in Boston (pre-Covid) and LOVED it. I was disappointed.

Awful. Wanted to see wood swatches from several different collections. Unhelpful and rude. Only a few available in store, or at least they feel it's inconvenient to show them to you. I went in twice today and couldn't even get the attention of the staff the first time. The second time, they showed me a few. Unwilling to show me swatches from multiple furniture collections so I could compare and contrast.

An absolute must; stop and see what options they have. Great furniture at a great price. Plus they have so many different options of accents for your home. Staff was extremely helpful.

I am extremely disappointed and frustrated by the lack of accountability of the managers at pottery barn. After specifically asking them NOT to call my fiance's aunt about towels from a wedding registry gift return they left TWO voicemails about wanting to return the gift. She was very confused and upset with us that we wouldn't reach out to her and she had to hear about it from the Pottery Barn team. When calling Pottery Barn to let them know of the huge issue they created in our family they had no regard. This is now going to be a very uncomfortable situation for months/years and it was all because an issue they made. Mistakes happen but at the end of the day, the customer service leadership needs to take accountability and understand THEY put us in this situation. Even when explaining the situation all they could say was 30% off is a huge discount. In reality it is NOT - this would not have been a problem if they would have been more detailed. The women I spoke with also had ZERO empathy and understanding for the faux pas the company created. I will not be shopping here, well as letting friends and family know of the terrible service. **the first customer service reps I talked to were very considerate and kind - this is a review of the leadership/managers of pottery barn only.

I'd found curtains on-line that looked perfect, but wasn't going to order without seeing them. It's great that Pottery Barn has a store in Fair Oaks Mall, Fairfax, VA that let me do this. It's even more wonderful that the staff there (Louis T and his merchandiser team member) were so helpful. They didn't have the quantity I wanted in the store, but they made sure I had all the details for the curtains and hardware so that they could be ordered on line. I would have ordered directly at the store so that the store gets credit, but the system was glitchy (it happens). To add to this, I changed my mind when the order was received a few days later. Ordered shorter curtains and took the originals back to the store (much easier than shipping them back). Louis was there again and processed the return, no fuss. Lovely conversation, lovely service, great product. Now to let corporate know. On line is great, but brick and mortar is needed too!

My wife and I were at the Fair Oaks Pottery barn on the evening of 27 June 2019 and she was trying to purchase something. During the transaction, another staff member walked up and without excusing herself, she started talking to the clerk. The clerk replied and both women ignored the fact that a customer was being served. My wife was not happy and simply walked away. We had to go back to the mall the next day to pick something up. My wife decided to give the stores a second chance. She was in the middle of the transaction and the same thing happened again. Is this systemic at this store, or at all Pottery Barn stores? Someone needs to give the staff some lessons on the fact that the customer comes first and that interruptions are unexcusable unless the customer is asked if the interloper can ask a question.

Not sure why this place has so many bad reviews..my experience was great!! They had the items I wanted in stock and the associate was very nice and smoothly completed the transaction. Love the new light up trees!!

I recently purchased three pieces of living room furniture. The email order confirmation stated the pieces would all ship together once all are available. Then one day I'm notified that the end table is being shipped and will arrive soon. I'm a senior that is unable to lift heavy items and this package weighed 64lbs. I hurt myself trying to get it into my home. After I struggled to get the box open which was very difficult to do considering how tightly wrapped the pieces were in the box. There was no way for me to preserve the box. It was also damaged in transit. As I removed each piece of wood which was very heavy I noticed one piece was broken. I called Pottery Barn to alert them of this issue and asked to cancel the remaining pieces. They canceled the items but told me that I MUST purchase another box in order for UPS to pick up the broken table. Pottery Barn needs to realize that some of their customers aren't really able bodied and simply cannot do some of the tasks they ask for. The poor quality of their furniture isn't my fault yet I'm being forced to risk more injury to myself in order to please them. This ends my relationship with Pottery Barn.

Received a faux fur blanket for Christmas... over 150.00. Package/ gift in perfect condition and not unwrapped. I went to exchange the item for store credit. On January 6th, two weeks after Christmas. I was told that without the receipt, they couldn't help me. I have since called customer service at Pottery Barn. This not in compliance with their company policy. I have been a loyal customer of Pottery Barn, PB Kids and Williams Sonoma but I will not shop at this location again.

I understood when I bought furniture, COVID and the supply chain would impact delivery. But I never thought that the customer service, delivery and executive staff at pottery barn is so screwed up!!!! Delivery of wrong items, call service and don't know even which items were suppose to be deliveried. This has been the most frustrating process I could have ever imagine. After promise after promise from their "concierge" service, which is a total joke, nothing. Calls from their VP and assurance from him, nothing. Pottery Barn is overpriced but the quality is excellent unfortunately their service and delivery are in need of improvement. I would go somewhere else!!!! By the way its now mid July 2021, bought furniture April and are no futher along than when we ordered. This is not a small order it was for a new home. Go elsewhere!!!

Spent almost $9000.00 on 2 love seats, chair, ottoman, table, and fabric. They delivered my furniture October 21 with the exception of 1 73.5 inch sofa. Somehow its just gone after being assured they had it 1.5 weeks later. Paid in full was called morning of final delivery sofa still missing, NO ONE had a clue or cared it was missing. BUYER BEWARE THEY STEAL YOUR ORDER AND YOU HAVE TO GO NUCLEAR TO GET ANY HELP, MERCEDES IN SAN DIEGO CS can fog a mirror but that is it. My final piece may be delivered between late January 2022 and mid February 2022. Original order 6/17/21. Good luck folks! Oh yeah what I originally ordered no longer available so I did get a better sofa, next year over 6 months late. hopefully.

This review is particularly for the excellent customer service from Kim! We came in later on a weeknight interested in some patio furniture. They didn't have too much out (end of the season, it turns out!), but Kim busted out some books and was able to target a great patio table/chair set. She spent so much time with us and even priced out the order (there was a sale going on for outdoor furniture). We didn't commit that night, but she gave us a print-out of the potential order to take home and think about it. Kim followed up that evening and the next day about a floor model she'd found for the table that was deeply discounted. It was a great deal, and she immediately thought of us again. We ended up purchasing elsewhere (I found leftover giftcards for another company), but I didn't want Kim's customer service to go unmentioned. I wouldn't hesitate to head back to that Pottery Barn and ask for her help! Thank you, Kim!

I've experienced the worst customer service ever, will not return to this store nor purchase products from this company.

Visited the store on Tuesday around 2pm. There were 3 employees having a mini meeting said hello to us but that was the extent of the customer service. We were shopping for a bed and a new table. As we were leaving one of the trio was speaking to another associate about customer service. Hoping it was on how to improve it from just saying hello to a customer to asking a more information filled question of "how can we help you" or "what are you looking for today". Better customer service at Pottery Barn Kids and Crate and Barrel.

On Feb 3 the Pottery Barn website showed the Fair Lakes, Virginia store as open. We drove 12 miles to the store to return bedding. Upon arriving at the mall, we carried the heavy bedding package to the Pottery Barn store. The store was closed for inventory. An employee was walking into the store. We asked if we could return the package, attempting to explain our situation. The employee not only said "no" but cut us off mid-sentence, and used a loud, sharp, and impatient tone. This was done in front of other people, standing nearby watching, and with whom we'd discussed the surprise closing of the store. The behanior was frankly embarassing and created a very poor impression of Pottery Barn. We will not shop there again.

Went in this afternoon to buy some towels. Waited in a line of 4 people at the register. No one came to wait on us; no staff was anywhere to be seen. Waited about 6 minutes and finally we put our stuff down and left. The people in front of us were doing the same thing. That's not the end of the story!! Went back an hour later cuz we really wanted these towels. They were right where we left them so we picked them up and wandered the store to find another sales area and we find one with 2 people waiting in line and this time there was a sales associate!! And she was busy helping someone unpack a box!!! We left this time for good. Sad thing is that when PB closes, no one will understand it was due to non existent customer service!

Kudos to the young man working at the register on Sunday 7/30. We were purchasing a floor model chair which was already very reasonably priced. I asked about the 20% discount which he stated was for only in stock furniture. I didn't argue due to price already being amazing. When we got home he called us to tell us he was refunding the 20% discount because he had made an error. Thank you so much! Great customer service

Purchased a craft table yesterday. The sales persons know nothing. Every time I ask a question, they will say "just a moment", go check the catalog and then reply " I THINK ....." and are not sure if the information they are providing is correct. Then I saw lady who seems to be the manager with food stuffed in her mouth. She asked me if I was doing good and I said no because you are not able to answer any of the questions I am asking. I finally purchased the Caroline Craft Table. I took it home. The table is dingy. If you write with a pencil, it will poke the paper. If you color it will trace the dinges and holes below. I am not sure if I can upload pictures and videos here. The manager does not listen, she said its my fault that I purchased tuscan. She wants me to pack everything again and ship back and wait another 10 days for my new order in chocolate. Went to pottery barn at Tysons, very knowledgeable staff and told me immediately that the table is dented and damaged.

Had a terrible experience with a sofa I ordered. It is pilling terrible. Looks awful. There solution was to use an electric razor. Went through customer service and no help

Went in to look because they are my favorite store and I live an hour away and I don't make it to the mall very often. We decided to purchase the bath sheet Turkish towels which are $54.50 each. We were going to buy two, but then decided to buy four. Twice we were stared at and followed by the same person and asked if we needed anything. We thanked her both times and said we were fine. She continued to stare and insisted on taking them from us for when we were ready to check out, and she wanted to check us out in the back of the store. My thing is I said we were fine. I felt like she thought we were going to steal. I complained up front. They didn't listen. If you treat customers badly, they won't be customers. We decided to leave. I won't go back. I've spent lots of money there before and never encountered this type of treatment. They have been rude before, but I liked the store anyway. However, I didn't like being stared at and bothered the whole time I was trying to shop. I know where the check out stations are. I would have gone there when ready.

First of all, I am a big fan of the products of Pottery Barn, and I must admit I was looking forward to seeing what they had on display after Christmas and New Year's. When I arrived at the store a salesperson pointed me in the direction for what I was looking for, but then told me that this store "does not have a very big selection" in this particular area of merchandise. This was disappointing to hear when I first arrived. I started looking, and needed help. I could not find any employee, anywhere for at least 15 minutes. I should have just left, but I had located a few items that I wanted to purchase. Finally I found someone to check me out, and through her I found out they had more selection in their storage room. I will probably shop on line from now on for my Pottery Barn purchases. There is no customer service here.

I am a Pottery Barn addict, I spend all my money at this store and I give them a lot, A LOT of business. Recently I returned a registry gift that was purchased online and needed help when I never received my store credit in the mail. After an unsuccessful phone call with the Pottery Barn customer service number I decided to call the Fair Oaks store to see if they could help me. Ashley, I believe she is a manager, was super helpful and friendly. She fixed the problem even though it was technically an online issue and not her store. I have also bought furniture from her before and she was so kind and helpful. If you are looking for someone with a positive attitude (hard to come by these days) and someone to help you pick out furniture/decor ask specifically for Ashley, she has great advice and doesn't seem like she is always rushed for time like some of the other sales staff is.

Went to Pottery Barn Fair Oaks today, Sunday around 3 pm with the goal of finding help on spending a hefty rewards certificate that was ready to expire. We had not made an appointment. The staff was clearly busy, and honestly our request could have easily been seen as a huge pain in the neck, but all the staff was friendly, helpful and patient. Our salesperson, Camilla, was gracious and a pleasure to work with. She was great! We shop at this PB most of the time and have only success so I'm kind of surprised at some reviews that say that the staff wasnt friendly - they've always been great to us from buying a votive candle holder to furniture. To address Pottery Barn the company: break those rewards certificates into no more than $100 increments that way we can spend amounts in the store AND online. The enjoyment of getting the certificates can be enhanced by not requiring to spend the whole certificate all at once only in the store or only online.

I am very disappointed in Pottery Barns services and products. I recently spend over 13k on furniture at their fairoaks location. Within a month a wooden board in the couch broke and the couch fabric began to pill. With much work and phone calls my couch was picked up and taken for 10 days. So my main piece of furniture in my living room was missing for 10 days. They said they would compensate me partially for this inconvenience. But upon return of the couch and after hours on the phone PB then said they cannot compensate me at all. At the same time, the couch fabric (which I even paid extra for a better grade) began pilling around the one month mark. I addressed this before they picked up the couch to fix the broken board but they said this would have to be a separate case... So upon return of my couch I recanting have been spending hours on the phone about the couch pilling. Customer service was very rude. Even before I had to reach out to PB via phone the staff at Fair oaks mall were very rude, arrogant, and dismissive about both of these issues. I especially do not recommended this fairoaks mall location. The staff are pompous and after the sale they do not care at all what happens to the products. Upon buying my couch it was to be delivered after 2 months. It took over 4 months.