If I could truly give my experience from shopping today it would be 0 stars.
This was my second time shopping in store with pottery barn specifically at the Alderwood location in Lynnwood, WA. I had a great first shopping experience with an employee who is no longer with the brand, and spent $10K and even opened a credit card with Pottery Barn. My second experience was the complete opposite.
I went into store 100% ready to make a purchase and took time to look over the store to see what was being offered at the store level (outside of online options).
I was in the store for 30 minutes minimum during the first hour of open. The store was on 4-5 person coverage. Upon walking in a manager said “welcome in”. I was with my husband and our female roommate. We said “thank you” in response and began shopping. The manager could be heard over headset asking “are you on the floor?” And rushes off to the back where the employee stockroom is. Seconds later 3-4 additional people come out onto the floor, even though were the only shoppers in the store at that moment and did not have any bags or anything with us. Did any of the 4 people that came to the floor stop to ask us “what are you shopping for” or “do you need help”? NOPE.
Every single person that came in after that who was female, Caucasian, or older in age (60s) was serviced immediately upon coming into the store or moment they stopped at a fixture to shop. I spent 30-40 minutes shopping the store, walking the length of the store multiple times and picking up items to think over. My roommate who was sitting on a couch and clearly not actively shopping was approached by an employee. The employee asked her “do you need anything or is there anything you are shopping for today”? My roommate replied “No, I’m just with my friend who is shopping. She wouldn’t mind the help with shopping”. And pointed at me across the room. The employee looked at me and then turned and went the other way, never approaching me, never asking me for help. Other associates spent their time on the computer behind the cash n wrap or talking amongst themselves.
I have never felt so disrespected, and saddened for the biased treatment and customer service provided while shopping. I walked out without buying anything today. I called and shared this experience with the store manager Jenna, who apologized over the phone. However, there was nothing said past that. The employee (including leadership) at this location would do well with a retraining around how to provide UNBIASED customer experiences with every single shopper regardless of what their personal opinions are of the other person. Pottery barn is a business and I am a customer; every experience matters.
Just want to start this off with Jason and Sue, if it wasn't for them it would be a 1 star review. Jason and Sue, were super amazing, greeted you, checked in on you, let you play with your ideas and thoughts and both very patient in picking what I wanted to furnish my new place. Both were very attentive even though it's took me at least 2 hours to figure out what I wanted. They both care and give great advice to help your vision come to life. Even when I came back they were so happy to see me and told me how much they enjoyed helping me.
I've been to this store multiple times the past few months and bought at least maybe $15,000+ worth in furniture.
Unfortunately, one of the managers smaller Asian lady with short hair named Amanda was extremely rude and unprofessional. I came for help to cancel and refund a item I bought and buy another chair. I stood around waiting for help next to Amanda and another associate, with no other customers nearby and Amanda just socializing who did not seem approachable. I kindly asked the other associate for help and the associate explained to me she wouldnt know if she could help me with that and would need her manager. Amanda the manager came to follow up and I asked if I can return a item, she said no because it's in fulfulliment. while looking up my order she made inappropriate unprofessional comments with a upset face saying "Jason and Sue spent alot of time and work helping you", "I remember them taking alot of their time when you were here". Those statements made me feel so upset, hurt and judged because I genuninly valued both Jason and Sue's time and felt their geniune willingness and joy to work with me. She then told me I can't return the items because it's in in fullfillment, I asked her if I cant cancel it now, can I later on? She then said if it's in the hub. I asked her, when will I know when it's in the hub and she replied they will just call you. At this point I felt like she did not want to help me and that i should of known what it means when she says the hub or in fulfillment, even though i asked her to explain what that means. so I just thanked her for her time and left. Prior this, a lady in Bellevue said she can help me cancel the item but I ran out of time as my wife had a appointment. This item I wanted to cancel, was a item I didn't even purchase from Jason or Sue or in this lynwood branch, it was a item I bought at another branch in Bellevue, so if commission was a issue, it wouldn't even have affected them.
I cant believe the Amanda the manager had the worst customer service. I than called pottery barn customer service after I left and they cancelled my order and it only took a few minutes of my time.
Avoid Amanda. She needs to go, doesn't belong in there and has no passion in helping others. She literally will smirk at you and made me feel belittled just because she is a "manager". Jason and Sue and another manager are the best people I've shopped with, respectable lovely folks.
-Jan Lopez
