Pottery Barn — Local services in Albuquerque

I have been a customer in the Pottery Barn, Albuquerque location since it opened. I have many items (furniture & accessories) in my home which I have purchased and go there first for gift purchases. I would like to make you aware that the store shopping environment has declined substantially.

Because I love your products I have overlooked several poor customer service experiences in the last year, but now feel the need to make a concern known.

Poor Experiences: In October 2022 I went to the store to complete a sofa and loveseat purchase. I had already done my research online but wanted personal help with the order. I entered the store and a very thin dark haired woman was working along with 3 other sales people. The store was not busy and I had to flag a salesperson down to help me at the rear order desk. The dark haired women came to help. We started the order and a few minutes into the experience she left the desk to go help another customer, I stood there for about 7 minutes waiting for her to return. She had no interest in my order and I left before she came back. I knew which sofa and loveseat I wanted, I just wanted to confirm the fabric from a swatch in the store. I was left frustrated and angry. In mid January 2023 I went into Pottery Barn to purchase a set of bar accessories for my son's birthday. Again, I wanted to see the items I found online before purchasing. A male sales person came to help me with the order to be directly shipped to my son in NYC. He also had dark hair and was about 5'7", I think he may have been a manager on duty. I started out letting him know this was a purchase for my son's birthday and he was impatient and in a hurry to finish. I had asked about gift wrapping or a personal message to include in the gift and he said it was too late. I was really disappointed in his attitude, again the store was not busy and I know Pottery Barn has these features in sending gifts. I was in the store at least an hour before closing. On April 21, 2023, my fiancé and I went to Pottery Barn at 6:45pm, we were greeted at the entry door by a blonde woman who said they were closing in 5 minutes. Strange because the store closed in 15 minutes. She was not welcoming and we never left the front door mat as she questioned what we were looking for in a very unfriendly manner. We were not looking for anything in particular, but browsing through Pottery Barn for ideas or items to add to our home is a thing we enjoy doing.

I have worked in sales myself and know the pesky customers who can keep people late, be indecisive or just difficult, hence, I always try to be considerate of sales staff. The store in Albuquerque has not had a warm or inviting atmosphere in years. I thought initially the rebound from Covid was the issue, now I believe that it is just poor management and employee motivation. I know the Albuquerque retail market is plagued with shoplifting and theft, however, as a long time customer, coming in with no strange bags or shifty behavior, I would expect some sort of courtesy. Yes, keep an eye on people...

Bought a custom velvet chesterfield sectional sofa one year ago that cost me over $4,500 and took 3 months to be delivered. Researched sofas for a year before choosing Pottery Barn. Bought samples to test in my home. They advertise on their website “made to last a lifetime”. Chose the “ Pet & Family Friendly” fabric since we have 2 little dogs. The one star is for the stores customer service , they were great. Otherwise it was “zero” satisfaction in the product. I am deeply disappointed in the sofa, so much I vowed to never purchase any furniture from them again. The quality is so sub standard. The cushions never fit properly. No matter how I moved them around they didn’t lay right. So the sofa always has a disheveled look. Also the material has “ loosened” and has visible deep creases. After only 1 year the interior fill of the cushions are noticeably worn out,. It just me & my husband and we don’t plop down, but when we first sit you can feel the base of the sofa. This is with regular rotation. Its a maintenance nightmare. Its the absolute worst material for a sofa I have ever had. I am a retired designer & I cannot comprehend how their PB purchaser chose this. It collects every little piece of fluff & hair. The short nap of the “ family & pet friendly velvet” actually makes everything get imbedded in the material. It won’t budge with a wipe off or even the vaccum! I have a Miele vaccum & use the hose with a special pet hair removal attachment ( cost $40) that I have to literally press down & go over the same area at least 4 times to get it clean. It takes a solid 30-45 mins. to vacuum the sectional and it looks nice for 1 day! Within 5 days it looks like it has never been cleaned. Its a constant shabby, nasty looking mess. The rest of my home is a orderly clean place & the sofa, the centerpiece of my living area looks terrible. I have been a regular customer of Pottery Barn for over 20 yrs. The main reason was I could always depend on the quality of their products & didn’t mind paying more. This custom sectional has been the worst furniture purchase experience I have ever had. I feel that I was cheated out of $4,500 for the product is worth less than half it. I invested in this sofa so it would last us for many years & look great. I year later, it looks like its 10 yrs old. This is with minimal wear from a older couple that have no kids over, never had a spill of any kind on it. My advise to you is to avoid ordering from Pottery Barn. Obviously their quality has completely dissipated into oblivion but they are still charging for above average quality. I had photos to add but the options doesn’t seem to be...

Note: this is about Pottery Barn Teen Online, a subsidiary of Williams Sonoma. We ordered a loft bed for my daughter on August 7, 2023 from Pottery Barn Teen. Initial delivery was in September. When I did not receive any information about the delivery in September I checked online. Delivery date had been moved into October, without any notification. This happened again the next month and the next month. Finally, after Christmas, on December 28th, we were supposed to receive the bed. When the delivery crew arrived to put the bed together, they informed us that there were two pieces missing and that they could not do anything. Since Pottery Barn outsources their delivery this was true. There was nothing the crew could do. So, we had huge boxes sitting in our house, no bed for my daughter, and were told we would just have to wait. We were finally supposed to receive the final pieces today. However, the distribution company called to let me know that they checked on the pieces and they had been damaged so they cancelled the delivery. I immediately called Pottery Barn and have been informed that I can return the pieces I have for a refund, or wait for delivery of the remainder of the pieces in June, 2024. This would be 10months after I ordered it. I have informed PB that I would be pursuing legal action. According to the Federal Trade Commission, there is a 30-Day rule that requires business to ship within 30 days and to notify a customer if this cannot happen or if dates have to be changed. I have never been notified of any of these delays. I have spent hours on the phone with Pottery Barn Customer Service. Each phone call ended with promises, and they always failed. My daughter has been sleeping on a mattress on the floor for months. I firmly believe that no company should be able to treat customers in...