Pottery Barn — Local services in Cary

Buyer beware! Do not order furniture from this location. We ordered a sectional on November 6th, and were told that our payment would not be debited until the sofa was ready to be scheduled for delivery. Our original delivery window was December 9 through the 29th. Our payment was debited on November 17, which indicated that the sofa would be scheduled for delivery shortly. We received zero communication from Pottery Barn, and eventually I called after a week of waiting to figure out the status of our order. After calling customer service as well as the delivery hub and receiving no response, we eventually called the store to try to find resolution. I have had to reach out to them weekly, sometimes several times a week, and, despite being told that a Director will contact me, or someone from customer service, we have received zero communication. Our December delivery window came and went without any communication from Pottery Barn. After weeks of calling, we received an email from customer service yesterday, stating that one of the pieces of the sofa has been located on a trailer, and that the trailer is “estimated to be unloaded” in mid January. They stated that once the piece was located and unloaded, they would then schedule delivery. Payment has been paid in full since November when we were told PB would not charge us until all pieces were received and the sofa was ready to be scheduled for delivery. After reaching back out to Pottery Barn to try to find resolution, we still have no delivery date in sight. We understand that there are potential shipping delays with furniture anywhere, however, the customer service experience and communication with PB has been awful. Simple communication, accountability and following of policy would have prevented many of these issues, however after some research following this ordeal we have seen that this is typical standard practice for the NC pottery barn hub- to debit payment almost immediately after ordering despite their policy claiming to not do this until the piece is ready for delivery, and then pushing shipping out indefinitely. Customers have been waiting 6+ months for paid for furniture, and many have received broken and wrong deliveries upon finally getting their furniture after waiting this long. As of this review, we have received no resolution from PB, the sofa has been paid since November 17th, and we are still have NO delivery date - our original delivery window has passed. Do not order from this store, or any store tied to the NC hub, unless your have 6+ months to wait for your furniture despite being told otherwise during the sales process. I wish I would’ve known this information prior to purchasing this sectional and hope this information is helpful to others looking to furnish their...

today there were 2 men and 2 women working in the store. They were organizing and stuff, not with a customer. I spent 15 min in the store before someone spoke to me and when the lady asked me if I needed help, I proceeded to tell her several things I was shopping for and then she said I need to find someone else. I have an appointment coming soon. I am pretty curious why she asked me if I needed help if she wasn’t going to offer any help. I waited another eight minutes and no one ever came to help me. So I decided to leave and spend my money somewhere else just like you should too. This store needs better management and customer service training. I will not shop here again…. so disappointing. As I was leaving, there were two people standing at the cash register looking around for someone to come...

We were extremely disappointed with our recent trip to this particular location. The folks there were nice enough, but I really prefer to be able to go into a showroom to see product, not to be taken to a desk with a computer and led right back to the website. Also, I was not impressed with value for the money. While we were there, I browsed to an online retailer and found exactly what I wanted for significantly less money. When I approached the Pottery Barn staff about discounts or specials, I was told that they just finished a big sale and didn't know when another one would come up. Also when pressed there's no free shipping on items. That's very surprising in this day and age. The furniture I ended up buying from an online retailer was both less expensive and...