Pottery Barn — Local services in Hackensack

I want to start with I am not one to leave bad reviews but being in customer service I felt the need to this time, my wife and I came into the store on Dec 9th at around 11am looking for a bed. We had our hearts set on a specific bed, when we came in we were greeted by a rep in which told us the beds were upstairs. I figured since its upstairs someone else would help us. We started to look around and found the bed we were looking for. As we stood there at least 4 reps walked past us without a hello or can I help you. One gentlemen looked at us, I know he looked at us because I saw him staring at us but even so did not ask us if we needed help, not even a Hello. I did notice he did proceed to help another customer that came in after us, he was super friendly to them. We had to walk downstairs after about 15-20 mins of no one bothering to ask us anything, there were reps talking to each other by the cash register and yes they saw us too. A different rep on the first floor did come up to us and she was amazing her name I think is Delilah ( I am so sorry If I have her name wrong but she was amazing) Super patient and helpful. I hate to say this but, maybe we don’t fit the requirements of what people might think a Pottery Barn customer looks like but we have been and it’s really unfortunate that its clear that was the issue since after standing there waiting for someone to ask us if we needed help I observed other customers come in and get helped right away by the same staff that clearly saw we needed help but didn’t bother. A word of advice from a manager in customer service, everyone should be treated the same exact way. The only reason I give 2 stars is because the 2 ladies on the first floor that were...

There are not enough words to express my dissatisfaction. I purchased a Big Sur Grand sofa, love seat, and ottoman in DECEMBER 2021.

Delivery is finally scheduled four months later for APRIL 2022

First delivery attempt - they can’t locate grand sofa and only delivered half my order for love seat and ottoman.

Second delivery attempt - they went up wrong entrance and sofa could not fit (I specifically said back entrance). Told me it didn’t fit and I would have to return sofa. Spoke to super and he explained that they went to wrong front entrance. Called back and explained situation, pottery barn scheduled a 3rd deliver date

Third delivery attempt - no show, they don’t know what happened… can’t locate sofa. They would call back. Nobody called me back, I call back both customer service and delivery company and they schedule a fourth delivery. They make a note on my account that I should get some sort of goodwill.

Fourth delivery attempt - I get a call that they can’t locate the sofa in warehouse

I call customer service AGAIN and they say there is nothing they can do…. That the item was already returned and I would have to wait all over again for them to manufacture a new grand sofa. That the two delivery attempts after the initial return should have never happened. After 5 months of waiting for the sofa, countless hours with customer service, losing 4 vacation days for a delivery that doesn’t happen… we’re basically sh*t out of luck. Rep sounds like she couldn’t care less and hasn’t offered any sort of goodwill.

Save yourself the aggravation and shop elsewhere. Pottery barn does not care for their...

Pottery Barn has zero control over its supply chains. If you are looking at a product that is on back order, DO NOT BUY. The back order date PB commits to will not be met. I have had and now have spoke to others who have same issue. After you commit to make a purchase based on time date PB commits to, you will undoubtedly receive an email in a few weeks that your item has moved further out on backorder. You won't won't receive the item that you purchased based on PB original dates.

What's worse is local mangers freely admit they have zero control over supply chain and do not offer compensatory value for not adhering to their end of the sales transaction (the timeline). We as consumers must hold companies accountable to honor their end of a contractual sale. While PB has nice merchandise, a good consumer will avoid because of their inability to deliver products on time. Consumers, if we don't hold companies accountable for their treatment of customers, who will?

UPDATE 2 WEEKS LATER: Still have not received our item. It took over a week for it to be come to warehouse from NC (a week!). This order was placed back in APRIL! Now PB delivery says it can't be delivered for yet another week even though its ready for delivery. Lastly, I was told that a PB Retail Customer Specialist would call me to discuss partial credit for such extended delays. Have not received a call or email yet. Way to go PB; you've really gone downhill! CONSUMERS - Shop furniture at your own risk. By the way, by comparison, Bassett furniture ordered has been delivered ahead of schedule. PB ought to study their...