Pottery Barn

Chairs were wobbly, Stools were literally hurting us as we sat on it, and customer services were of no service at all. I can't believe how long we spent dealing with this company, it is a waste of time and money. BUY SOMEWHERE ELSE!

We ordered a bed for my 9 year old daughter back in March and it was on back order. Finally in June I got the notification that it was getting ready to ship so of course my credit card was then charged. I set up the appt for July 13th from 11:30-1:30 for it to be delivered and my daughter was so excited. This was her first new bed and she picked it out herself. We took her old bed down and had promised it and her dresser to a college student in need! The day before she went out and bought some things for her new bed that would surely be at our house the next day. That Friday before I received a phone call from the Olive branch, MS hub where her bed was coming from to let us know that there were already minor damages on the bed but that they would still deliver the bed to us the next day and then order a replacement for it to come. I spoke to 2 people at that hub that assured me that we would still get the bed on July 13th as scheduled and then our replacement bed in about 2 weeks. So July 13th 11:30am comes and my daughter is sooooo excited. We started tracking the delivery truck to see when it would be headed to our house. It gets to be 12:30 and the delivery truck has gone to several surrounding towns but still not ours. 1:30 gets here and still no bed from pottery barn. I assured her that sometimes they can run late but that it’s still coming. No one had called to tell me otherwise. Finally several more hours had passed and the delivery truck was in a neighboring town and I thought surely we are next. It got to be 5pm and that truck was still at the same place so I was able to get in touch with the delivery center. They promised us that we were the next stop. My daughter and I watched that truck drive right on out of town back to Olive Branch, MS on that real time app and never came to us. My heart was broken for her! She cried so much and didn’t understand how she had been forgotten. The delivery center of course was now closed so I called customer service. They said they were sorry and that I should have been notified by the drivers if they weren’t going to be delivering the bed. I promptly cancelled that order with pottery barn and the next day went and found my daughter a bed at Rooms to go. That’s where we usually buy our furniture and obviously I will NEVER use pottery barn again. I did reach out to the hub in olive branch on that Monday and was told that the manager would call me. Of course he didn’t so I called back the next day and was given his cell phone number directly. Jonathan told me how sorry he was and that he was looking into it. Even told me that he wanted to do something nice for us because of all the trouble we had been through. Promised me he would call the next day with the reason as to why this occurred and guess what? He never called. I have since tried calling him and left him a voicemail to please call me back and explain what happened to the bed, but the terrible manager that he is has yet to return my phone call! I am saying all this to let people know what happened when we took a chance with buying EXPENSIVE furniture from pottery barn. It’s been the worst experience with a furniture store ever!!!!!!!!!!!

A headboard I ordered 4 months ago was finally delivered WITHOUT the hardware to attach to the wall. I had specifically discussed the need to attach to the wall when I purchased and was assured the hardware would be included. After going to the store at the Summit to see if they had the hardware I was told the headboard didn’t include the hardware and that I was welcome to return the headboard-AFTER WAITING 4 MONTHS!

Paid for delivery and installation of two expensive 8x10 rugs. Refused to install the rugs because the furniture was not moved. I can rolll out a rug myself. Why should I pay them for that? It was not made clear upfront that the furniture had to be moved. Would not refund installation. Would only give me a percentage off of shipping.

Spent over 12k. Everything was fine, but the lamp I purchased was missing the center post and finial. So I couldn’t attach the lamp shade without it. I called customer service and they said someone would reach out to me within 7 days. Well seven days came and went and no one contacted me. After 11 days I called them back and they told me they would send a replacement but I would have to wait 3 months to get it. That’s really unacceptable.

Condescending staff, rude. Because I have a medical condition (which I had explained before to them) which worsens with a mask, the manager refused to assist me or allow me to stay in the store. The medical exemptions for face masks in the State of Alabama are LAW by Executive Order of the Governor, and posted clearly online. I shared this information but they still refused, which put them as non-compliant with AL Law. They said to be able to pick out a sofa, I had to come in before opening or after by appointment. I graciously agreed to that, although the comments were public and snarky "Just so you know we will not be able to be near you." There were multiple other Customers who were forced to observe. The Manager made a show of backing up from me, so as not to be close. I responded light-heartedly, we scheduled a time and I left. Within an hour or two the Manager called me at home and said she would not be able to help me in person as promised; that it would have to be virtual. I told her I didn't understand, and asked if I could speak with someone else. She said she would have her District Manager call me. She then called me back shortly and said the District Manager said to call Customer Service to help me--not any specific person--just Customer Service in general. What could Customer Service do about a store? What is wrong with this store? Who acts this way? I called The Pottery Barn in Nashville said they said they would be happy to help me. The Birmingham store needs some serious help. As best as I can tell, Pottery Barn corporate in San Francisco has told their stores that the law in California usurps the laws of any other states, when it comes to the mask mandate. That is actually false and illegal. All that aside, the worst of the experience was the horrible way I was treated by the Salesperson, and then the Manager. It was clear that their intent was to shame and intimidate me in front of the other Customers and Staff. The situation could have been handled as an "aside conversation", but it was not. The worst customer service ever.

If I could give this company a zero I would. We registered here for our wedding which was a massive mistake. Difficult with returns. Difficult to get help in the store. When we decided we wanted to get a coffee table with our gift cards. Coffee table was on sale, great! It then added $200 to be shipped (1.5 month later). When I tried to use our gift cards it limited me in how many I can use (10). If you have your gift cards... you should be able to use them without a limit. I will never purchase from them again.

I absolutely love Pottery Barn! Driving to Birmingham is a joy when I know my eyes will light up the minute I walk in the store! Everyone is so welcoming and I always feel blessed when I leave! Thank you so much PB for helping me with decor in every room of my new home! I’ll definitely be back! Debbie Hill, Keller Williams Realtor ®, Nicastro Group