Pottery Barn — Local services in Bellevue

NEVER EVER buy any furniture from Pottery & Barn, especially at the Bellevue Square shop!!! If there is a 0 star, I'll rank 0 star. The following are our true experience with no exaggeration. We made an order in the shop for a whole bed in this January. We were told that the bed was not in store then and we needed to wait until April for it to be shipped. It was acceptable. In early April, Pottery Barn's delivery vendor came to our place with ONLY a headboard, not the whole bed. I went to the Bellevue shop and the sales representative told me the SKU that we ordered in January is now only a headboard in their system. Like a ball, I was kicked between Pottery sales and customer service for few times, and I had to coordinate them. (Come on, it is not my fault and business to do so!) In the end, I was asked to place another order again for their new SKU and the original order fee would be refunded to me. I placed the new order, and the original order fee was only refunded to me after two weeks when I called to push them. It was not done yet, here came a more frustrating thing! A coupe of weeks later, I received a call from Pottery that they don't have the fabric for our new order any more. (So why did you ask me to place the order?) My wife went to the shop and was asked to choose another fabric and place a THIRD order for an available bed. She was told that the new order would only be shipped in this August. And the price difference would be refunded to us once the bed is delivered. So we were charged again. Let me SUMMARIZE: we have been charged 3 times for the same furniture, the terrible process has been taken 4 months long and the bed is still not shipped to our place yet (Hopefully it will be shipped to us after 8 months, Hopefully), and we had to be baby sitter among Pottery sales/delivery/customer service departments (Yes, they don't work and communicate together as one single company, but like several independently operating units.) It is really the worst experience we have with any local shop...

I was shopping for a new sectional and was testing one out today and encountered the rudest imaginable customer service! I’m seriously shopping so that means testing comfort with different positions - I’d think that’s reasonable? Physical stores and floor models are there for that purpose. I had my feet up on the chaise and made sure to take off my shoes. I was researching Crate & Barrel vs Pottery Barn quality when I read a comment about how terrible Pottery Barn customer service was.

Miraculously a blonde lady with short hair in a ponytail came to ask if I needed help, and as I was putting my feet down, she proceeded to look at them with disdain and told me to put my shoes on. Embarrassed and taken aback I put my shoes on immediately as I explained that I thought it would be cleaner with my shoes off, but she walked away and side eyed me without acknowledgement.

Still trying to make sense of what happened and considering whether I should continue to shop, another middle aged lady with a dark curly mop came and rudely told me to keep my shoes on (I already had them on).

Was it necessary to talk down to me a second time? If it was about not having feet on furniture at all, why didn’t they lead with that? Telling me to put my shoes on was pure condescension. Surely there was some racism and judgement of our casual clothing. It would do well to learn some gentle manners with customers especially in this economy.

I spent 1.5 hours at crate & barrel prior to this and tried their sectionals with my feet up and received amazing customer service. I’ve always purchased from them and will continue to do so. Thanks for making my...

Don't be fooled by the one star review, even that is too much praise for Pottery Barn. It should not take over 4 months for an item to ship, especially when it is in stock at your store. Customer service has been very helpful but they can only do so much. When customer service tries to find solutions the management that they IM are zero help, it's like they want us off the phone and they don't want to actually deal with the problem at hand, which is leaving customer service reps hanging out to dry. David Miriambell (northwest regional manager)needs to know that his shipping dept is horrible and if they don't have the items in stock, they should not deceive customers like us and say that they do on their website. We ordered a bed in November which was in stock according to their website, and yes we have proof of that as well, and it still hasn't been shipped due to one part missing... Which now does not exist according to management for Pottery Barn. They essentially held our money captive knowing that that part doesn't exist when they could have simply refunded us the money to avoid months of frustration and confusion. How about instead of offering a 15% discount for our next purchase (we won't be buying from them again) you just give us 15% on top of what you already owed us for keeping our monies tied up. I consider that fair business practice. Do better next time...