Pottery Barn — Local services in Birmingham

We ordered a bed for my 9 year old daughter back in March and it was on back order. Finally in June I got the notification that it was getting ready to ship so of course my credit card was then charged. I set up the appt for July 13th from 11:30-1:30 for it to be delivered and my daughter was so excited. This was her first new bed and she picked it out herself. We took her old bed down and had promised it and her dresser to a college student in need! The day before she went out and bought some things for her new bed that would surely be at our house the next day. That Friday before I received a phone call from the Olive branch, MS hub where her bed was coming from to let us know that there were already minor damages on the bed but that they would still deliver the bed to us the next day and then order a replacement for it to come. I spoke to 2 people at that hub that assured me that we would still get the bed on July 13th as scheduled and then our replacement bed in about 2 weeks. So July 13th 11:30am comes and my daughter is sooooo excited. We started tracking the delivery truck to see when it would be headed to our house. It gets to be 12:30 and the delivery truck has gone to several surrounding towns but still not ours. 1:30 gets here and still no bed from pottery barn. I assured her that sometimes they can run late but that it’s still coming. No one had called to tell me otherwise. Finally several more hours had passed and the delivery truck was in a neighboring town and I thought surely we are next. It got to be 5pm and that truck was still at the same place so I was able to get in touch with the delivery center. They promised us that we were the next stop. My daughter and I watched that truck drive right on out of town back to Olive Branch, MS on that real time app and never came to us. My heart was broken for her! She cried so much and didn’t understand how she had been forgotten. The delivery center of course was now closed so I called customer service. They said they were sorry and that I should have been notified by the drivers if they weren’t going to be delivering the bed. I promptly cancelled that order with pottery barn and the next day went and found my daughter a bed at Rooms to go. That’s where we usually buy our furniture and obviously I will NEVER use pottery barn again. I did reach out to the hub in olive branch on that Monday and was told that the manager would call me. Of course he didn’t so I called back the next day and was given his cell phone number directly. Jonathan told me how sorry he was and that he was looking into it. Even told me that he wanted to do something nice for us because of all the trouble we had been through. Promised me he would call the next day with the reason as to why this occurred and guess what??? He never called. I have since tried calling him and left him a voicemail to please call me back and explain what happened to the bed, but the terrible manager that he is has yet to return my phone call! I am saying all this to let people know what happened when we took a chance with buying EXPENSIVE furniture from pottery barn. It’s been the worst experience with a furniture store...

Condescending staff, rude. Because I have a medical condition (which I had explained before to them) which worsens with a mask, the manager refused to assist me or allow me to stay in the store. The medical exemptions for face masks in the State of Alabama are LAW by Executive Order of the Governor, and posted clearly online. I shared this information but they still refused, which put them as non-compliant with AL Law. They said to be able to pick out a sofa, I had to come in before opening or after by appointment. I graciously agreed to that, although the comments were public and snarky "Just so you know we will not be able to be near you." There were multiple other Customers who were forced to observe. The Manager made a show of backing up from me, so as not to be close. I responded light-heartedly, we scheduled a time and I left. Within an hour or two the Manager called me at home and said she would not be able to help me in person as promised; that it would have to be virtual. I told her I didn't understand, and asked if I could speak with someone else. She said she would have her District Manager call me. She then called me back shortly and said the District Manager said to call Customer Service to help me--not any specific person--just Customer Service in general. What could Customer Service do about a store? What is wrong with this store? Who acts this way? I called The Pottery Barn in Nashville said they said they would be happy to help me. The Birmingham store needs some serious help. As best as I can tell, Pottery Barn corporate in San Francisco has told their stores that the law in California usurps the laws of any other states, when it comes to the mask mandate. That is actually false and illegal. All that aside, the worst of the experience was the horrible way I was treated by the Salesperson, and then the Manager. It was clear that their intent was to shame and intimidate me in front of the other Customers and Staff. The situation could have been handled as an "aside conversation", but it was not. The worst customer...

Placed an order for a bed for my daughter on September 24th of 2020. It was to be delivered on November 15th. Everything was great until they did not have the dresser to complete the order. The bed could not be assembled with out it. So I now have large boxes in my daughters room not to mention she’s sleeping on the floor.....Fast Forward it now December I called customer service and they forgot to place the order for the replacement dresser. Pottery Barn assures it will be here December 29th. So now we will not have my daughters bed for Christmas. Longer story short we still have a room full of boxes and no dresser. It is January 6th 2021 and customer service is zero help. So I hope this reaches whom ever is in charge and you reach out to me. Order number is 303370170738. Please use Pottery Barn carefully because it has not been good for me. I would definitely shop around before making my purchase at Pottery Barn. Update Pottery Barn Finally deliver my missing dresser but, not before telling me they would not assemble. So once again I spent a hour talking to different agents with little to no help. Finally hours later the came back to assemble the product. PLEASE THINK TWICE BEFORE ORDERING. Customer service is the worst. This Pottery Barn experience has been the absolute worst. I order a bed as a Christmas present in September or 2020 and I am still unsatisfied in the middle of February of 2021. It’s almost a week since the bed has been delivered and assembled and still no one has reached out to follow up on this disaster of a buying experience. I will never do any business with Pottery Barn again. #potterybarn #potterybarnkids #fedup...