Pottery Barn has nice stuff but I would strongly advise against buying anything that requires shipping.
Wait times are long and my order (a full sectional couch) got lost. As such, I had to wait an additional 3 months to get my order (6 months total).
Customer service was pretty brutal to navigate, but I did negotiate a 25% reimbursement which made the experience more tolerable.
If you need to buy from Pottery Barn, I’d advise only picking up items that are in store and do not require shipping. They have nice stuff, but it’s a stressful purchasing process.
I hardly ever post reviews, but I really felt the need to post this. It’s beautiful store, however the associates working (2 at checkout and 2 on floor I believe) made me feel so unwelcome while I was shopping.
Not a single “hello” or “welcome” as I walked into the store. The two at the checkout saw me walk in, and they just stared at me, not even smiling to gesture any acknowledgment of my presence. Okay sure, that happens sometimes I suppose. Then I pass two more associates in the store, and once again no acknowledgment of my presence. It was almost as if they were trying to avoid talking to me? I did finally ask about bedding to one of the associates and she was very nice to me once I started talking to her. I didn’t get her name unfortunately. As I was leaving the store, I asked the two at the front if Pottery Barn does ship to store since I am not always at my cabin and felt it would be safer to pick it up in the store than letting it sit outside potentially. When I asked that, they both sat there for a few seconds without saying anything, giving me a not-so-friendly look. I imagine they were waiting for the other to say something. I get a response “Well, yeah it depends on what the item is..” with a condescending tone. Then I walk out, and the second I walk out the doors, those two - who had not even the slightest smile on their face while I was in there - began laughing loudly and just so happen to be looking at me through the glass.
I know this seems a little absurd, and maybe even a stretch about them potentially laughing “at me”, however, I truly felt very unwelcome in the store as a whole. It made me feel very weird on my drive home, and here I am a few days later making this post. I don’t know if it was because I am a young male - not quite the normal Pottery Barn clientele - ‘so why try helping me if I probably won’t buy anything’? I have not felt this unwelcome in any store before, so I felt the need to share this experience because it was very unusual for me.
I’m sure they’re all nice people, but hopefully they’ll read this and reconsider the way they treat/approach customers. They were not directly ‘mean’ to me, but gave off condescending and impolite mannerisms, which made me feel very uncomfortable. I worked retail for several years and know this is not how you retain customers.
Thank you for taking the time to read this, I hope they will at least reconsider the way they present themselves to customers.
We bought several pieces at Pottery Barn Reno and worked with Sharon. She has been nothing short of amazing helping us order our living room furniture and setting up several deliveries. It was a great customer experience. Thank you, Sharon! Love, love all the pieces we purchased. Our Big Sur sectional is officially the favorite hang out spot for our family. Modern, so comfy and great quality.
