Pottery Barn Outlet — Attraction in Town of Riverhead

Extremely disappointed with my experience at Pottery Barn Outlet, especially with manager Joe. I spent two hours working with Lucia, who was fantastic in helping me choose a dining table, two chairs, a bar cart, and a coffee table. The issue arose with the dining table, which was originally ticketed at $1,400 with an outlet sale price of $1,199.99—and an additional 50% off sale happening today.

Upon closer inspection, the table (marketed as extendable) did not work, so we asked for a manager. Michael came over and acknowledged the issue, offering an additional 40% off, bringing the final price down to $359.99. Everything seemed set—until we got to the counter, where manager Joe completely reversed what had been agreed upon.

Joe claimed that the 40% discount should apply to the original $1,400 price, not the sale price of $1,199.99, effectively increasing the cost. He then tried to gaslight me into believing that he was doing me a favor by adjusting the price to $839.99, contradicting the clear agreement I had with Michael. He also placed blame on Michael, suggesting that he had miscommunicated the discount.

After 15 minutes of back and forth, it was clear that Joe was unwilling to honor the agreed-upon price. His attitude was dismissive, misleading, and passive-aggressive, even suggesting I purchase the table online instead—completely ignoring the fact that this was an outlet store with already damaged items.

In summary:

Because of Joe’s behavior, misleading explanations, and continued rhetoric telling me I “wasn’t understanding him,” I left without making any purchases. If an item is $1,199.99 with 50% off and then an additional 40% discount is applied, that should result in 90% off the original ticket price of $1,199.99—not an increased price. Instead, Joe manipulated the numbers, inflating the price back to the online listing despite the fact that the table was cracked, scratched, non-functional, and did not open or close properly.

His attempt to belittle me, dismiss my concerns, and shift blame was completely unacceptable. Lucia and Michael were great, but the lack of consistency, integrity, and professionalism from Joe ruined what should have been a smooth transaction. Pottery Barn Outlet needs to train their management properly and ensure pricing agreements are upheld. I won’t...

I went to the store to exchange two vanity lights, because I was told by my contractor that they don't work. The two people at the store, Michael and Collen, were rude from the beginning. First they questioned if I was being honest about the lights not working, then when I found a pair of lights I was going to exchange, Michael questioned where I got the lights from (he thought I somehow took one that hasn't been processed - ready to sell).

When I got to the cashier, she couldn't find my receipt in the system, even though I had a valid physical receipt. At this point, Collen was very agitated. Eventually they let me pay for the difference. The lights I returned were $144, the 2 new lights I was purchasing was $250 each with a 50% discount , but the way they calculated the discount was incorrect. The return should have counted as cash and instead they subtracted my returned amount and then took 50% off the purchase price. They refused to listen to logic and they overcharged me by $80.

When I questioned their calculation(I'm an accountant), Collen immediately raised her voice and was extremely rude. She called over Michael, he wouldn't listen to me and was pretty much saying "either you accept it or you take your lights and leave". I said I would like to just get store credit, I will buy it online. They told me they can't find my receipt in the system so they can't give me store credit. I even heard them complaining about other customers asking questions.

I've been Pottery Barn's customer for years, this is by far the worst customer experience I've ever had at any store. If you don't want to deal with people, don't work at retail, being polite and respectful is common courtesy, they certainly are...

This is a very reluctant 4 stars. Now keep in mind I have shopped here pretty much 3-6x a year or more since they opened. I have literally spent thousands of dollars here, maybe more. What I find the most frustrating and why I would lower my rating is because the store seems to fluctuate between showroom with a mild discount and true outlet store complete with customers names + addresses on the boxes of returned merch being resold. I have found some great deals there when they use to have the red-ticket clearance section in the back, but the last time I went what use to be a good sized section was reduced to a shelf or two. I think the days of substantial discounts here are long gone, I mean a good sale around the holidays sure but I mean like let me go hire a uhaul they are giving this stuff away prices are long gone. I think the last time I went I bought some Christmas ornaments, but I remember never leaving without at least a good size bag and the last handful of times I could easily have left empty-handed. Oh and the Customer Service, the Management in my experience needs to work on their attitude and the over all morale of the store. I fully understand working retail SUCKS ... I did it for years, but I don't think I have ever received service with a...