Pottery Barn — Local services in Annapolis

Updated Review 6/27/22 - Bed was delivered and I must say the quality is everything! I guess it was worth the wait. Still so undesirable to have to wait so long to receive something. ———————————————————————————

Ordered a bed Dec 2021. It was scheduled for delivery April 14 - May 6. They collected their money first week for May, now my bed is scheduled for Mid June. Not hopeful it will arrive then.

Ordered TWO Tyler chairs in January 2022 with delivery in July. I paid for the chairs up front, boooo me!!! Received the first backordered email in Feb stating my order won’t be available until Aug. W/n the same week, got a second email now saying chairs will be delivered in Sept. Needless to say, I been trying to cancel this order since the first email. Lots of miscommunication on PB end. I was told I can cancel anytime if I don’t want to wait. Let’s cancel the order then …

3 weeks past and order not canceled b/c the manufacture is overseas and it takes them a while to respond. Finally got a response a month later and since the order was placed in Jan, it can’t be canceled. That’s not what I was told …

Now I’m told I can cancel once PB has the order in their hands and they will then refund my $4300. Sooooo I’ve been waiting and continue to wait for my money back!!! I really doubt the chairs will be available in Sept since the bed has been pushed back and no courtesy email informing me. I had to log in and find out!! At this point, I just want...

I recently visited Pottery Barn with my mom to pick out new pillow cases, specifically looking for 18x18 or 20x20 sizes. A designer offered to assist us, which we appreciated. However, she repeatedly brought us pillow cases in dimensions other than what we requested or styles that we were not looking for. When I reiterated the specific sizes I needed - even suggesting us going over to the computer to look at online options, she countered by insisting I discard my current inserts and purchase new ones in the sizes she brought over. When I insisted on the dimensions I was looking for, she left and then sent the manager over, who asked us if we ready to check out - which made us feel like we were being pushed to leave.

Ultimately, I did find and purchase the correct size pillow cases that I found in the store myself, but the interaction was incredibly disappointing. Having furnished most of my home with Pottery Barn products, I have always valued the in-store experience. Unfortunately, this was the first time I encountered such poor customer service, which has left me reconsidering visiting this store...

Worst customer service. I went in for a return/exchange. When I come back the associate, Kelly, is on the phone. Laughing talking for 10 minutes about “life” with someone else, while I’m standing there waiting to complete my return and exchange an item. After standing there for a while and another associate nearby at the counter not offering to help or calling someone else to help, even though she’s well aware of what’s going on. Kelly then starts to finally process my return as I’m beyond peeved. It seemed that the other person on the phone is done talking so Kelly hangs us as I’m about to leave and she says, sorry, some people like to talk a lot, she’s a client of ours. I tell her, I’m a client as well, who’s literally been standing her waiting for my return to be processed. She says well I was on the phone with her first. I tell her, I was actually her first, before that call and I should have been taken care of better than this as a...