Pottery Barn — Local services in Hingham

I’ve never had a worse experience with an in-store employee. I have a wedding registry with pottery barn. One of my deliveries was a 12-piece dinner set that had 1 chipped dinner plate and they told me pottery barn requires the entire set to be present to exchange 1 chipped dinner plate. Told me if I called customer service and got the ok that they could replace just the 4 piece dinner set. Fine, I get it. I called customer service and they approved this, so while still having the customer service rep on the phone I brought it back to the other employee who basically told the customer service rep who approved this exchange that they would not do it because they cared more about their sales numbers than customer retention. Told me I could purchase the sent and have a rep give me an e-credit for future purchases… I am the receiver of a gift, I should not have to spend money just to spend more money just to have ONE PLATE EXCHANGED. I will not say pottery barn as whole is horrible, the woman on the phone was wonderful and found a solution, but the 2 men at this store made me want to boycott pottery barn as a whole. The manor at which he spoke to me, and the customer service rep, and his lack in attempt to find a solution was inexcusable and I would not what such employees representing my business. Go elsewhere, save yourself...

I’ve been in the store browsing / shopping twice in two weeks. Not one sales associate or the store manager acknowledged me either time I was there. Nobody said hello as I walked through the store (there were at least 4 people on the sales floor), Nobody asked if I needed help finding something specific (which I DID need help), Even when I purchased an item, the person ringing me up barely spoke to me, other than telling me the total of my sale. Hey Pottery Barn, you’re competing with Crate and Barrel in the same plaza and losing! Train your staff to be friendly and helpful - and watch your sales grow...

Such disappointing customer service. I was the only customer in the store and the staff on hand was clearly bothered by my questions. When asked if an item was being shown in a specific leather, the response was "what does the tag say?" Um ok. The rest of my questions were answered in the same manner. I wanted to make a 5000 dollar purchase right there in the store and I was so annoyed by the complete disinterest in helping a customer, that I left and ordered a similar item from Wayfair instead from the Pottery Barn...