Pottery Barn — Local services in Atlanta

Please read this review before purchasing anything for your nursery.

My wife and I visited this store in May and purchased a nursery recliner for our upcoming baby. Of the chairs we looked at, oddly enough, the floor model of the one we liked was broken. We felt this was a bit disconcerting, but the sales associate told us "this is very rare" and that some kids must have broken it. We were assured this is not the quality of Pottery Barn Kids. So, we purchased the chair.

A few weeks later our new chair was delivered ... broken. The exact same issue as the floor model - the recliner doesn't engage when you pull the handle, so it's essentially a swivel chair, defeating the entire purpose of purchasing a nursing recliner.

We reached out right away, provided video proof of it not working, and were told a new one would be delivered right away.

Three months later, as I write this, we've still got a broken recliner in our nursery, with our baby due any day. Each time I call, the date is pushed back. This has now happened four times.

I called the store last week, explained the situation, and I was told after they dug into the matter that there was a "hold" on our account, placed by accident, that prevented the chair from being shipped. They assured me, again, this is not normal and that by the end of the week we'd receive an update on getting our chair delivered, it'd be expedited, and this was about to be resolved.

Tonight we got the email we were waiting for - and our chair is now scheduled for mid-to-end of December. 7 months after we purchased it.

So, if you've got an upcoming newborn, congratulations! You're probably looking to outfit your nursery and were considering Pottery Barn at Lenox. Be prepared to receive a broken product, have your delivery pushed four times, then told that you'll receive it 7 months later.

Our baby will be born this week, and our nursing recliner is broken. Pottery Barn will have successfully ruined what was supposed to be a great nursing experience with our overly expensive "high quality" chair. They do not stand behind their product. All of my attempts to get this resolved have been pushed under a rug. And when I asked for some sort of appeasement for my trouble, to try and make this right? I was told "we can't do that until you receive your chair."

I assure you, this will be the last time I ever purchase anything from Pottery Barn, or Pottery Barn Kids, and I highly advise you...

I wish I'd run into some of these great customer service individuals at any point. My husband and I have been to this PB about 3x in the past 5 weeks. We are trying to select some furniture and wanted to see it in person. Two occasions - walked in, only one other person in the store, four customer service reps. Not a single "hello", "can we help you find anything". We wandered around while they chatted with each other (non-work related). If this were the only complaint - no biggie. I think we've all gotten used to the bare min when it comes to in person retail experiences. Gone are the days of basic greetings with a smile. The third time was the charm for us though. We won't be back. We came in to see a specific chair and had a similar experience as the first two - no greeting, no assistance. By this time, we've learned where the fabric samples are and how to look through the options on our own. First, we went downstairs and hovered, sat in, looked all around the chair we were interested in but couldn't find a tag that confirmed it was the one we were looking for. This went on for at least 5-10 mins as we measured, discussed etc. Not 3' in front of us, at the large register, stood two CS reps. Not a word was said to us. When I had to interrupt their chatting to ask for a measuring tape and confirm that was the chair, I got a gruff "yes" and a measuring tape. Ok - we can move past that as we didn't need them to order. Moved upstairs to select fabric. LITERALLY as I was looking through the small sample drawers to grab the one I needed a salesperson came over and said "excuse me", reached past me and started looking for a sample for the customer he was assisting. It was slightly less aggressive than just physically pushing me out of the way. I was so shocked I just moved aside and waited. We will never go back. I'm not a fragile, "Karen" (sorry Karens of the world). There is no other description for the salespeople and our multiple experiences than simply "rude". They don't need to be polite. Everyone can order online. I wish this review would result in any kind of adjustment but I have very little faith it will. Just a cautionary tale for anyone...

Tonight makes the 2nd time that I've come into this Pottery Barn in Lenox Mall in the past week and a half. The 1st evening (1/23/2022) I walked in and passed by 3 associates 2 women and 1 man and neither of them acknowledged me. I never received a greeting of any type. I went as far as picking up and moving pieces of furniture to match with my current pieces to see how I would like it and still none of them bothered with me.. And let me mention they were NOT assisting anyone. So tonight I decided I would go back once more to place the order and to checkout one other item. Upon arrival I passed 2 female associates that once again did not acknowledge me or welcome me into the store, no greeting.. nothing. Finally Eric asked if I found what I needed. I answered no and that I could use his help although he did go take a look in the stockroom for the item that I came to see he told me they didn't have it but that was all. I'm now standing at the counter with him and the bald white guy and I ask their opinion/expertise on the item I came to purchase.. Eric quietly vanishes and the other guy slightly gives his opinion but not of one that would could from someone interested in selling furniture for Pottery Barn as he couldn't keep his eyes off his phone and had drifted with no interest at all for the customer. I can honestly say that I will never step foot back into this location again. Fortunately for me I went across the street to Crate and Barrel and had amazing service so there is where I purchased my dresser, nightstands and kitchen table and chairs. In this case the grass was greener on...