Pottery Barn — Local services in Cherry Hill Township

I was very happy with my designer Venus, at the store in Cherry Hill, so I want to thank her for the only positive part of the Pottery Barn experience. The follow up and customer service after my order was placed is in fact literally the WORST I have ever experienced. I ordered two custom sofas that I have waited 8 weeks for delivery. The delivery date range came and went and I called multiple times to get any status update. A Customer Service Representative at Pottery Barn (PB) told me the sofas were in transit to the Cranberry, NJ warehouse, which was great news. After the delivery date had passed, I made more phone calls where I found out that due to a "system glitch" the sofas were not even ordered in the first place. Imagine my frustration that I have waited 8 weeks for sofas, was lied to by PB along the way and am now sitting in a home with a house full of guests with no living room furniture. This is clearly a Pottery Barn (PB) issue as they messed up here. I get it, mistakes happen, but not one representative at PB has been able to tell me anything but "I am sorry" or even attempt to provide me any hint of a resolution. I have even provided them a suggested series of solutions that also were not responded to as well. The matter was supposedly escalated to senior managers but alas, not one person at PB has taken the time to call me back. When I call PB, they state someone will call me and days go by with no call or response. The solution: wait until September to get your order or just cancel the order. Really? I spent over $10,000 between the Cherry Hill store and online in the last 2 months and this is the answer? The lack of follow up and poor customer service here is unbelievable. I have been patient for the last 2 weeks and due to the lack of response, I will now start my social media campaign in an attempt to have anyone from PB call me with...

I have always loved Pottery Barn's style and products but I have had the worst customer service and experience with purchasing my living room furniture. My couch was order, canceled (by Pottery Barn store), reorder, backordered (5 months later) and then the loveseat was lost at the dock (total time 7 months). On the day of delivery not ONE CUSTOMER SERVICE OR SUPERVISOR called me to notify me that they lost the loveseat. PB Dock called after delivery to apologize. Not to mention the backordered entertainment center that was to be delivered without the couch ended up waiting at the warehouse for 4 weeks (waiting for my backordered couch).

I get all the supply and demand challenges the pandemic has created but where Pottery Barn has failed the most is CUSTOMER SERVICE and RECOVERY. No one owns their failures at Pottery Barn. Not one customer service individual has authority to make any decisions. And why they are all kind on the phone nothing every changes or gets done, nor will they escalate you to a supervisor. It's always the same response, "I have to send an email and ask for that request." It goes into the email void, never to be heard from again. I've had case managers assigned to my furniture. I have found it difficult to get a hold of them nor do they follow up. It's always me driving the process. I'm still dealing with issues. They still haven't released the full credit to my card and I don't even have possession of the couch. They picked up the bumper, corner and chase. I never had possession for the loveseat and yet there it is still on my Pottery Barn credit card. You ask for assistance and again it's, 'we will send and email.' I do not recommend this company at all...

Love PB and PB kids products, have been shopping with them for many years. Recently found out our local kids store is closing, such a bummer, the staff there is great and there are very few brick and mortar stores for children in the area.

Unfortunately, a manager by the name of Iri, at the Cherry Hill Pottery Barn store today was less than great. She was condescending, accusatory and unhelpful when attempting to do a simple exchange. I have a toddler who was patient until she wasn’t during the transaction and while Iri could have resolved the issue quickly and kindly (tis the season) chose to make things complicated and was very unpleasant in the process. The item I was hoping to evenly exchange (because it arrived to me damaged) was accidentally left in the store as Iri refused to help with the initial exchange and I left. When returning moments later she said it was not my item (the damage she was shown on the item moments before proved otherwise). Thankfully a more helpful employee stepped in and ultimately was able to assist. However, I will go out of my way to avoid this location in the future. Two stars because I know not all of the staff would have treated a customer (with a toddler in...