Pottery Barn — Local services in Leawood

I am in the process of redoing my now teenage daughter's room and had found some great deals on shelving, seating, decor, etc. online. I was so excited! I live in a newer area where there are still new homes being built (currently one right across the street from my home) and was pleased to see that my PB Teen orders could be shipped to my local store so that my packages weren't sitting out on my front porch for hours (I work full time outside of the home). I waited until all my packages were received at the store but, unfortunately, my mother (who is battling cancer) was admitted to the hospital for a week and I was unable to pick up my delivered items. I really do understand that keeping my "delivered" items was a bit inconvenient because of the sizes of the boxes. And, honestly, I didn't realize the size of the packaging.

My issue came when I finally picked up my items yesterday (10/31/17) after work. I went in and Christie (?Kristie?) was the first person I approached about my pick up. I apologized right away about the delay and told her I had items on paid hold (like I was told to tell them). She was curt and grabbed another gal named Deb (I believe) over to discuss my order. I went to the backroom with both of them and I was a bit shocked and how many boxes there were and their sizes (again, PB does package their items VERY well but it makes it extremely bulky). When I mentioned that I didn't realize how much there was, Deb made a comment of "Didn't you realize you ordered this much?". I told her of course I knew I had ordered multiple items but didn't realize the size of the packaging. Christie then grabbed a box, as did I, to see if we could consolidate some of the items (PB had put a single chair cushion in a HUGE box by itself). The entire time she was assisting with this, she kept sighing like this was just an inconvenience and she made me feel like telling her to return everything right then and there. I chose not to because these pieces were truly ones I wanted so I just bit my tongue. They had one other lady come and help carry the heavier items and help me load into my car (I did not get her name but she was SUPER NICE AND HELPFUL!! I wish I would have gotten her name). When I went out with Christie and the first batch of items and she saw my car (Toyota Venza, I had the seat fully down for maximum space), she instantly said "There's no way we're going to get all of this in there", again, very curt and, in my opinion, rude. But, the 3rd gal opened my vehicle and said that we could certainly make it work. Everyone helped load and I was able to take all but the last box (a desk chair) which I will return for today (11/1/17). Deb had also mentioned that she was not able to leave voicemails for me regarding my order because my inbox was full. I thanked her for letting me know about that but, when I was getting ready to leave, she snarkily said something about getting my voicemail fixed. Again, I will be going back into that store to pick my last item up but it really makes me ill to my stomach just thinking about how these ladies felt they could treat someone so rudely.

My experience with ordering, etc. was great, but, the in-person experience of these two sales associates was enough to make me rethink future...

Pottery Barn offered some of the absolute worst customer service I have ever experienced. If I could give zero stars, I would. We ordered a crib for our son at the beginning of October because it said it would be here in November, before our baby was born. Then the order was pushed back to December, then later in December, then January, then February. We were never informed about shipping delays until we called the store multiple times to ask what was going on. In February, we finally got an email about setting up a time for delivery. I called the number PB provided. They then sent me to a third party deliver company, which was fine. After being transferred to them, the delivery company informed me that PB had transferred us to the incorrect location for our area. They then transferred me to 4 different delivery locations because they couldn’t figure out which one delivered to my area. By the time I got to speak to the last location, they informed me that they don’t even deliver Pottery Barn and haven’t for 6 years. I then called PB back and let them know and asked for a way to set up delivery AGAIN. They then informed me that the status of “ready to be delivered”, was incorrect and that our order had actually been CANCELLED because they lost it!!! They then informed me that they had reordered a new one for us a week prior, without even telling us about it! We were never informed that it was lost, cancelled, or reordered. We finally ended up cancelling the entire thing all together because the new crib wasn’t supposed to come in until the end of April! (Which probably wouldn’t have even happened anyway). Highly regret ordering from Pottery Barn in the first place and wish we had ordered from somewhere else. That would have saved us from this entire mess and leaving our son without a crib for two months. Will definitely never be ordering...

Wanted to share my experience because I was a little surprised by the lack of care for customers at this location. I had such a pleasant time working with a new employee who checked the stock of an item on the floor and found the item I was looking for in the back. I was ready to checkout with these two small items which took less than 2 minutes to complete, when I learned that the new employee did not have her log in yet to help me make my purchase. She radioed everyone in the store who barely acknowledged my presence. I completely understand wanting to give the customer you are working with all your attention. However, when someone needs a quick checkout, it's very simple to say, "would you excuse me for just one moment while I assist another customer?", especially while some of the customers are perusing look books. I can't imagine something like that would blow someone's sale but alas I was waiting for quite a while for someone to just acknowledge me or at the very least give the employee I was working with their code to check me out. Finally someone from the back came out and logged on for her to be able to do so but I was just astonished as I've never experienced this before at any store. I empathize with limited staffing during these difficult times, yet even just having someone say they'd be with me in a few moments rather than ignore me would have been better than the blatant disregard and lack of respect for both myself and the new employee that I experienced. I'll just be going to a different location in the future, but I hope this review can help the employees at this store understand how this behavior could make a customer feel uncomfortable and...