Pottery Barn — Local services in Dallas

My experience with with the Pottery Barn on Knox street is by far the worst experience that I have had with a furniture store. I decided to buy a sofa from them in store after talking with a sales person. She told us that the sofa was upstairs and that we can take it home that day if we had our own delivery people. We thought that was a fine idea because we have a group of movers that we regularly work with. However, it was not until after we swiped our card that we were told that the sofa is actually not upstairs and that it would be in a week later. We were assured updates via text and phone, but we never received those. Upon calling on the delivery date, we were assured that the sofa was in the Dallas warehouse and that it would come in later in the week.

However, at the end of the week, we received no update and had to call for one. Now, managers are involved and they told us that we should have never received a firm date for the delivery, and that the original sales person over promised. Nevertheless, the manager called the warehouse to confirm that the sofa would be in-house after another week because “all of their deliveries are delivered at that time.” She called us the preceding weekend to confirm that the sofa would be in store on Monday, so we set up movers to arrive to the store at 11am to pick up the sofa. I called at 10 am and surprise, surprise the sofa was not in store. The manager told us that the sofa left the facility but had not arrived yet.

The problem with her statement is that we were told by Managment that “deliveries are dropped off at 6am.” We were not told that deliveries are dropped off throughout the day. As a consequence of Pottery Barn’s lack of communication, mismanagement, and lack of professionalism, we have to disrupt our movers days and pay additional money to them because the sofa is not available to be picked up. I would give this store negative stars if I could. I wholeheartedly do not recommend anyone buy from here and I hope the area manager takes a deep dive into retraining management and...

My wife and I have been mattress shopping and we called ahead to see if they had a particular mattress in store (this was one of the few stores listed online that carry the mattress) so that we could try it. The person on the phone was extremely nice and said they sure did. So we went and found it on the sales floor but it was completely covered with multiple comforters and pillows. Since we were previously told we could try it in store, we pulled all the stuff to the foot of the bed. Immediately we were asked if we needed help and we said no, just trying it out. A couple minutes later, my wife was laying on the mattress and another sales rep quickly approached and very rudely asked “Is there something you need help with?” He said it very sharply and condescendingly with another sales rep behind him looking on with a concerned look in her eye. They were acting as if we were homeless people curling up for a nap in their store rather than a couple deciding whether or not to spend thousands of dollars on a mattress at their store. We did put it all back together as we found it.

Although we ultimately decided against that particular mattress, even if we wanted to buy one we would have gone elsewhere to get it based on how...

Very disappointed with the customer service at this location.

I came in to return a $50 vase from a larger purchase of about $550 — which I had paid for using a mix of a prepaid Visa ($150) and my Pottery Barn credit card (around $400). When I originally purchased, I didn’t have my credit card with me, but the associate was able to look up the account using my ID.

However, when I returned the vase, the associate rudely told me they could only issue store credit unless I physically had the Pottery Barn card. I pushed back — fairly, since they didn’t require the card at purchase — and only after asking for a manager did they process the return to my account.

Here’s the real issue: the refund was never actually returned to my credit card or prepaid Visa. I have the receipt, proof of purchase and return, and still no resolution. I’ve contacted customer service and have yet to receive help.

It’s not just about the money — it’s the poor attitude, lack of training, and being made to feel like a nuisance for simply trying to return something properly. For a brand that’s supposed to represent quality and professionalism, this experience was a...