Pottery Barn

This store has high-quality items, kind and helpful store employees, and a convenient location with lots of parking. I liked the online ordering system where a person can pickup online orders in-store. I've never had a bad experience at this Pottery Barn. The store employees will help when asked, but they allowed me as a customer to freely check out all the cool items they had. A fun place to browse and window shop, too. Overall, I've enjoyed my customer experiences there.

I had found a sale online but wanted to see the fabric in person. They didn’t have that in store. Cynthia ordered the product through the store so I could return it in store if it didn’t match my decor. Super helpful!!! I ended up loving it.

I recently reached out to the Pottery Barn online chat with some questions, but unfortunately, I didn’t get the clarity I needed. So, I called my local Pottery Barn store hoping someone could assist me further. The woman who answered told me the issue was out of her control, which I understood. But when I asked a few follow-up questions to see if there was any possible resolution, her tone completely shifted. I could hear the aggravation in her voice—she sounded annoyed just for having to speak with me. She put me on hold to ask the manager, then came back and quickly said, “Yeah, I’m sorry, there’s nothing I can do,” and immediately tried to rush me off the phone. I didn’t even get to finish my sentence before she hung up. It was incredibly rude and unprofessional. This kind of behavior is disgusting, and no customer deserves to be treated like they’re a bother for simply asking for help. I wouldn’t wish that kind of treatment on anyone—not even their own families. It’s disappointing and heartbreaking to see how far customer service has fallen at a brand I used to admire.

I have had a PB CC since 2002 and the San Antonio PB is Awful!!! I have always loved PB until I moved to SA…the staff is so rude and unwilling to help!!! I have asked for the manger and that’s a dead end too! Canceling my CC it’s not worth it!

Was at the Quarry San Antonio location prepared to purchase a daybed. Just walked out the door after having been in the store for 20 minutes without any greeting or acknowledgement. No sale today or ever for me here.

Beware some items ship in small boxes and you will have to assemble them. If I wanted to “ikea” my furniture together I would have shopped there for a fraction of the price …. I was told one flat shipping fee but items will deliver some by truck some by UPS and so my first question was “will they come in pieces where I’ll have to put them together ?”and the sales lady assured me “ no they will be assembled when they arrive” . They were not. On the website it states the item description online will say if they need to assembled and this one did not . Deceiving practices here I would say. I am very upset at the principle of being lied to and the customer service I received. I didn’t want to save the shipping by ups. I wanted my items delivered and assembled and I was flat lied to. Turns out it is not one flat shipping fee … only certain items are but again it states on their website items will not have the white glove delivery in the shipping and delivery part … this did. I got $60 back( or they said they will so we’ll see). I wanted the entire shipping fee back out of principle not because of the amount. Obviously it won’t make a difference. Good luck! And hope you get what you are signing up for. No customer service these days anymore.

I purchased an Aptos dining table in August of 2024. Wehn it finally arrived in December of 2024, the product was damaged on the side. The table doesn't sit flush. After speaking with customer servivce, I agreed to keep the table for a discount. After hanging up the phone, I took the leaf out and the hardware that was soddered in, fell out. PB customer service told me that they couldn't help, that my case was closed becasue I accepted a discount for the issue with the wood being level.. I then explained I was unaware that the hardware was damaged, and that they could have thier discount back. They told me I had to hire a company to fix it. This table retails for $1399. I was charged $1499. When the store mis charged me, they said customer service would fix it. Customer service said they couldn't credit me because I hadn't been charged yet. Not true!!! I was overcharged in August of 2024, still haven't gotten that fixed, and now have a broken table that was manufactured incorrectly. I spent over $20,000 there this year and I am not ok with the treatment I have received. I have a catalogue and pictures showing the correct price. It is illegal to overcharge a consumer and not fix it and I want a table that has hardware that is soddered in correctly!!!

At the beginning I was very excited to shop for my house at Pottery Barn but I was very disappointed with the service. At the store everything is nice and friendly. The surprise was that I had to pay for a white gloves service fee which is totally nonsense. They had to deliver 3 different times the same furniture because it was damaged, even though the policy says "unlimited". They only allow 3 times, no to mention the time it took to wait each item. I had a really first and last bad experience shopping furniture at this store. If you planing on buying, it may be better to shop item that can go in your car.

I ordered two lamps so long ago I can't even remember when. The price was on sale, but not at much of a discount... but I waited. . I'm reminded that it was February. At least three months ago. One came in after two months, the other after three. Though the lamps were nice enough, who gets away with this kind of lag time??? And look at the packaging for this last item. Ridiculous.

I visited this PB recently, and was disappointed. They used to carry lots of towels, bath mats, etc., and now their selection is very sparse. I don't know, maybe people weren't buying them, but that's where I counted on getting these items. They still have decorative pillows, furniture, etc., so you may still find what you need. I did not.

If really poor people shop here, it's the Paupery Barn. Located at the pretty awesome Alamo Quarry is this strange-facade storefront version of the indoor mall's stalwart store, the popular Pottery Barn, which has all the home decor and Furnishings you could ever want. The staff at this location were not quite as attentive as the ones in Dallas but we only stayed in here for 2 or 3 minutes so maybe it would have improved if we would have stayed a little bit longer.

We walked in and stood a few feet from two employees who were chatting with each other, but never even acknowledged us. It was so blatant that I assumed they were customers until I saw walkie-talkies hanging from their belts. At one point 4 employees walked by us without offering a greeting. None of them were actively engaged in doing anything that prevented a "hello." After 15 minutes an employee finally asked if we were doing okay. We told her it was nice that someone finally spoke to us. We started looking at fabric samples and were shocked that as soon as a family walked in, they were greeted and asked if they needed help by ALL five employees in the store. I'll leave it to you to figure out the difference between us and them. We'll not bother them with our presence again.

Delivery costs are outrageous. Delivery was 3 months later than promised. When they deliver your furniture, they won't get out of your house until you answer an online survey. "Company Policy ". Shopping here was a very costly, miserable experience. Will regret it forever.

Horrible service here! Don't recommend shopping here. The employees just look at you and not greet you or ask you if you need any help.

I just love how you walk into Pottery Barn and no one says hello or go to hell to you. And to think I was ready to buy my Manhattan Chair...maybe the Turner...not sure. If only there was a sales person that would have greeted me and taken my money. I hope they don't work on commission!

I love this Pottery Barn store! Everyone there is great and so helpful and friendly. Roslyn and Jason have helped so much with all my questions on items and are always so patient and knowledgeable. Whenever I'm in the area I always make it a point to stop in and shop.

What can I say? It's Pottery Barn! I so love the style, furniture & accessories & this store is so big it has plenty on display. The staff was very friendly and helpful, one of the staff took my information with detailed information of what I was in search of. Only downfall....well, it is Pottery Barn! I can't afford most of the stuff I love! Bummer :(

I earned $475.00 in Reward Certificates and missed the fine print about the one time use. I only used $99.00 of the certificate and they won't do anything for me. The Certificate is still valid until 12/19. What other company handles their rewards like that!!!! Why should I bother using their credit card, I might as well use another card that earns me points. Shame on you Pottery Barn!!!

Oct 31 2017 - I order the Catalina Extra Wide Dresser & Topper Set, Charcoal (order #073047998472) When I received it came in horrible shipping conditions. Three wooden handles came broken . I called to get a replacement (parts) called numerous times to customer services only to transferred over to the furniture dept. for them to click on me. I spent an average of 40 minutes on the phone every time. They let me know I would be receiving the items Nov 28, Dec 4, and now Dec 26. Larry notified that I would be receiving an additional 15% off the item Dec 26... but who knows. I am moving out of the county I really need those parts. I don't like being told a completely different story every time I call. Even the rewards certificate on my credit card statement worth $75 doesn't work - that's been another issue I have called the credit card company as well as PB customer service. I would have loved to taken advantage of yalls black Friday sales to buy two items for the crib. I am tired of following up on this product, I don't have a lot of money therefore I purchased this item in hopes my new born son would have a quality piece of furniture - that wont be the case. No one at PB seems to know what's going on.

Great items. Love everything but I've been in here multiple times and cannot get over the poor customer service.

A nice clean shop with little customer service. What struck me about this place when comparing it to other Pottery Barns is that they didn't seem to less stock or less selections than the other chains I've been to.

I love the quality of Pottery Barn's products, however the customer service at this particular location is less than satisfactory. I only give three stars because Lane was nice enough to acknowledge me and follow through with making sure my needs were met. The rest of the staff could learn a thing or two from her. I'll be making future purchases at an alternative location or online.

Literally just walked out and the customer service was exquisite. I had ordered a duvet and duvet cover but changed my mind so went to the store to return them. Walked in with my products and was quickly taken care of. No harassment of to why I am returning the product just a quick question or two to confirm the products were in good condition etc. Customer care rep took care of me quickly and efficiently giving me a full refund, shipping included! Environment was clean and calm. Definitely a happy customer!

Absolutely the WORST customer service! Megan was beyond lazy to the point that it was comical. As a long time returning customer of Pottery Barn, this location was so far from a positive representation of the company. I am extremely disappointed in the lack of customer service and will not be returning to this location.