Pottery Barn — Local services in Edina

“Did you purchase through the store or online”—pottery barn salesperson.

Purchasing a dining room table and chairs is a not a small purchase nor a quick decision, so viewing the product in store seemed wise. After talking with a very knowledgeable salesperson on the floor, I was ushered to a designer who would help me make sure the table fit my space. And despite my two emails to give dimensions and photos of the room, I never heard from that designer again.

So, after mulling over the decision and looking at other stores and products, I purchased a table and chairs online, but seeing there was a large “white glove delivery fee” (includes assembly and delivery to room), I called the same store to see if I could have items sent to store for pick up instead. “No,” and that large $450 “white glove delivery fee” was non-negotiable.

So, I purchased online (after the not very helpful in store communications and no email follow up from designer). The table arrived but the very heavy item left at front door and not assembled. No chairs either.

After two separate 30 min+ phone conversation with 1-800-#, I have been told I did pay, then didn’t pay, then did pay for “white glove delivery service.” I was told someone would contact me to schedule assembly, (but given a wrong phone number to contact assembly crew). And no one has called me to schedule assembly of table or the delivery of chairs.

This has been a week long process of our boxed dining room table sitting outside my house. Finally my husband and I had to lift the box with a dolly into our home because it began to drizzle and worried about the large box with our expensive table outside for several nights.

Before calling the 1-800# again today, I decided to call the store to see if they could be of assistance, “did you purchase the table in store?”… “then I can’t help you”—salesperson

Extremely disappointed in the lack of help and assistance with their products. Who cares if it’s in store or online it is the same product. If the pottery barn salespeople know delivery and assembling for furniture will be this big of a headache and problem for its customers, maybe online furniture purchases shouldn’t be an option, OR be honest with the customer: There will definitely be issues when ordering assembly and delivery for furniture, so it’s strongly advised you order with an in-store salesperson. Because if you don’t order from me, I won’t help you with delivery or assembly problems.

For such a special item that will stay with us for long time, the memories surrounding it have been tainted. I actually thought this purchase would be better than Wayfair.

My nasty google...

Not a single purchase has gone right with this store and when we call to complain, they do nothing!

Ordered bunk beds for my son in December within 30 minutes we realized a part was broken and the entire set needed to be replaced. It took another month to receive the new bed.

When they delivered the new bed they didn’t take the old one with a broken part. They said they didn’t have room in their truck and truck and would come back. The broken bed sat in our living room for WEEKS until I had to call Pottery Barn and remind them the bed was still at our house and they needed to pick it up, still took them a week to do so.

Had a designer come to our house to recommend a sectional and another bunk bed set/dresser for our daughter. We decided on a sectional and bedroom set. The designer then told us she would place the order for us when she was back on Wednesday, called us on Wednesday and told us she would place the order on Friday because all items would be 25% off. On Friday I gave her my credit card number and said, only order the items on sale. When she ordered the bunk bed and dresser, only the dresser was on sale and NOT the bed, she still placed the order despite my specific instructions to not unless it was on sale.

When she placed the bedroom set order she provided the wrong email and thus I never received the receipt, had to go into the store and get the receipt where I found out she purchased the bunk bed at full price, after promising 25% off. I called the store and they said there was nothing they could do and we would be penalized $200 if we cancellled and waited for the bed to go on sale??? Really she did NOT have permission to purchase at full price....3 weeks later the bunk bed went down in price $400, we called PB, they said there was nothing they could do.

After 2 months of waiting for the sectional, it was supposed to be delivered this morning, finally something is going right....nope! The people called this morning and said they noticed there was damage to the couch and are not delivering it? Now we still have no couch in our living room and no idea when it is going to be delivered, which will probably be another 2 months?

This is supposed to be a high end store, every order has had something wrong with it, they have done nothing to rectify the situation AND every time they mess up, we end up either out of money or with damaged products? I would...

My husband and I ordered a couch and ottoman through this store location and initially, the associates were very helpful in store with the ordering process. 10 weeks later, we were delivered the complete wrong size, style and color ottoman (it's glaringly obvious that they are two different leathers). When I first called the store to follow up they told me a manager would call me back later, which they did about 1 hour later, and the manager told me they would start the return process and email me with more information. I did not receive any contact from the manager again and definitely did not receive an email. I called the corporate customer service number for Pottery Barn and an associate did confirm that the return was started and that I would be contacted once the correct ottoman was ready for delivery and exchange. I have not heard anything back from them and it has been 3 months since we had the furniture delivered and I keep receiving the runaround from them with no solid answers. I know it's just an ottoman, but my husband and I are very intentional about how we spend our money and to have this happen on such a high price point item is ridiculous. This is not good customer service from the store as well as from Pottery Barn Corporate. I would advise to get your furniture elsewhere. When you hit a snag they do not want to resolve it in a timely manner and their follow up is completely...