Williams-Sonoma — Attraction in West Des Moines

Terrible Experience with Pottery Barn

We recently had the misfortune of ordering what we believed to be a complete bed frame with headboard from Pottery Barn, only to discover that it was just the headboard. The misleading photo on their website was incredibly deceptive. After realizing this a month before the estimated delivery date, my wife called to cancel the order. The customer service representative assured us we would receive a refund in 3-5 days.

Imagine our shock when a day later, we received a refund that was short by $223 for shipping. We called customer service, only to be told we couldn’t get the shipping refunded… this was a cancellation a month before delivery not a return. How does that make any sense? We canceled an order that was never shipped, yet we're penalized for it.

This was our first and last experience with Pottery Barn, and it’s a shame because my parents are long-time customers who were planning to buy new furniture for their move. They’ve now decided to look elsewhere because of this experience we had.

I’ve never encountered a retailer that charges shipping on items that weren’t delivered. This entire process was frustrating, misleading, and infuriating. Save yourself the headache and shop...

If there was a way to give them 0 stars I would. They have the worst registry department in the world. We registered in store , got home and nothing was saved. Called them and they said we had to redo it because they didn’t save it. We went in and re registered , went home to find out they had now deleted our Pottery Barn registry and replaced it with the new one we did. Was on the phone with customer service twice, transferred to a “registry specialist” and she manually re- added all our items. Signed back on and our Williams Sonoma one was now gone. Called customer service again, spoke with 3 people that had no idea what they were doing. They told me my call had to be escalated and they would call back in 24-48 hours. That was a week ago, haven’t heard back. Wrote them in email, 5 people have responded and clearly not read anything since they keep telling me to call their “ registry specialist”.

DO NOT REGISTER HERE you will waste hours...

This review is for this specific store, and not the quality of the products. For the past few years, my dad and I have gone here to buy some nice cookware for my mom (it's a tradition - and an encouragement for her to throw out her old cookware!). Every year, the service has been terrible. It seems like there are five people working, but they're all busy - and when we asked if they could help us, it was at least 20 minutes before they came back around - if they came back around at all. Then there was the waiting at the register - if there were more than two registers open, it'd be a miracle. For the amount of money your customers are spending at this store, please consider adding more staff around the holidays. While waiting to be assisted, I was able to go online, search for the pan we were looking at, find it on Amazon for more than $50 less (!!!),...