Heath Ceramics — Attraction in Sausalito

I have been a Heath customer since 2018. I first discovered them on a vacation trip to California when they were featured in a Japanese guide book. My review is based solely upon the customer service and not on the quality of their products. I believe the quality of their product is truly top-notch. I seriously think they are extremely detail oriented and put a lot of heart and soul into creating their ceramics. They pride themselves on the dedication to work and focused on delivering 100% quality control, in craftsmanship. Their products are heirloom pieces that you can hand off to the next generation.

Over the past five years, I feel the culture and customer service of this institution has veered into a different direction that is no longer suitable for someone like me. I think they’ve made a conscious business decision to cater to customers who have a larger budget, have an appreciation for supporting local artisan businesses, and have a keen eye for the craftsmanship behind their work, and therefore are indifferent towards higher price points.

I think the turning point was the pandemic. Ever since the pandemic, they have focused on other initiatives that are more B2B, collaboration focused, other verticals such as tiles and curation focused. The identity and ethos of Edith Heath (the original founder) has slowly withered.

Most recently, they sent out an email blast to everyone who was registered to their newsletter that they were having a summer sale on July 8 and July 9. Unfortunately, I am not based in California. I later learned that the sale was only in person at one specific location in Sausalito, California. Therefore, if you weren’t in person, you would not have benefited from the sale. When I had called and asked about getting the same discount as the sale in the in person event, I was told by a gentleman who answered the telephone that they unfortunately do not extend the same offers to people who are not there in person but would offer free shipping to any customer who purchased their items online so long as it exceeded $175. Free shipping is table stakes these days especially for customers who give you a large order and that’s just personally my opinion. So offering a customer free shipping which historically has been approximately 10% of my subtotal price doesn’t sound very enticing, nor does it sound like you’re rewarding your most loyal customers.

If they weren’t going to extend the preferential pricing to all of their customers, and it was only for people who physically lived or worked near Sausalito California then in my opinion, they should have never blasted that email out. What they should have done instead was placed a small sign locally or did targeted marketing to inform the local community of this wonderful opportunity. To do it the way they did does not build customer loyalty and could be misconstrued as misleading sales practice.

Like I said before, I think they’ve made a conscious and intentional business decision to cater to a certain type of clientele. Based upon my conversation over the telephone, and the sales, representatives conjecture, I believe I may not be the most suitable customer for them. Unfortunate and disappointing turn of events...

Heath Ceramics is a gem of a place for anyone who appreciates quality, craftsmanship, and beauty. I visited their factory and showroom in Sausalito, a charming town across the Golden Gate Bridge from San Francisco, and I was amazed by their history, products, and ethos. Heath Ceramics was founded in 1948 by Edith Heath, a pioneering ceramicist who created durable, functional, and elegant dinnerware and tiles. Her designs are timeless and have been used in many iconic buildings and restaurants, such as the Chez Panisse in Berkeley. Today, Heath Ceramics is still making everything by hand in their original factory, using local clay and glazes, and employing a team of skilled craftspeople. The factory tour is a must-do for anyone who wants to see how Heath Ceramics makes their products, from mixing the clay to firing the kilns. The tour is free and lasts about an hour, and you get to see the whole process and learn about the history and philosophy of the company. You also get to see some of the experimental and custom pieces that they make for special projects and collaborations. The showroom is a delight for the eyes and the senses. You can browse and buy their dinnerware, tableware, tiles, and accessories, as well as curated home goods from other makers and artists. They have a wide range of colors, shapes, and styles to suit any taste and occasion. You can also find some discounted items in their overstock and seconds section. Heath Ceramics is more than just a pottery company. It is a community of people who care about making things well, preserving the environment, and supporting the local culture. They host events, workshops, and exhibitions, and they partner with other organizations and causes that share their values. They also have a beautiful magazine called Heath Newsstand, where they feature stories and insights from their collaborators and customers. I highly recommend visiting Heath Ceramics in Sausalito if you are looking for a unique and inspiring experience. You will not only find beautiful and useful products, but also a glimpse into the soul of a company that has been making a difference for...

The factory in Sausalito is easy to find from the main stretch, nestled by the water in what appears to be a business park. There is a dirt parking lot right out front of the showroom, convenient for carrying heavy boxes of dish sets back to your car. The staff are helpful, but will leave you alone to browse to your heart's content. You are welcome to pick up sample pieces and arrange your own place settings...you get the best ideas for combinations just by wandering around the showroom with plate in hand, putting atop various pieces and re-arranging until you find the perfect set. You can find great deals on second quality pieces here that you can't find in the retail shop in the Ferry Building. You'll easily save a couple hundred by purchasing seconds and you really can't tell the difference. They also run periodic sales and specials. There is also a small gift section with books, jewelry, and other...