Pottery Barn — Local services in Lone Tree

Disappointed with the Pottery Barn Retail Experience @ Park Meadows in Lone Tree, CO.

I recently had a very disappointing experience at Pottery Barn in Lone Tree that left me feeling shamed as a customer. I had purchased a throw blanket that was supposed to be 30% off, and I also redeemed two rewards. The total seemed higher then expected, but was embarrassed to check the math while at the register before paying. When I reviewed my receipt outside the store, I realized the throw did not ring up at the advertised 30% off.

I went back into the store and politely asked the cashier to review my purchase and pointed out the sale did not seem to be reflecting on my purchase. She said very little, other than she would have to look at the website. I offered to go take a picture of the sale tag for her convenience and she agreed that would be good. She took my picture, no comment, input some information into the register, asked me to insert my card for the refund, and then handed me a refund receipt without clearly explaining what had changed other than I signed for a small dollar amount refund versus a complete return and repurchase at sale price.

When I asked if I could see the original receipt to better understand how she had calculated the new total, she gave it to me but didn’t offer much clarification. I asked a few clarifying questions to try to follow the math, learn if my rewards were or were not still applied, etc... The challenge was rather than redoing the transaction to ensure clarity, she handled the adjustment on a calculator, pen and paper and put that amount in the register. I know that it made sense to her and it later did to me, but was confusing in the moment. When I asked her to explain it again, she seemed annoyed and said, “I don’t know how else to explain it to you” (as if I was stupid) and she went on to say, “computers don’t make mistakes.”

I was a bit taken by her response. I was not rude, I am not dumb, nor did I act irritated about being overcharged in the first place (and I could not help but think, I would not be coming back into the store for an adjustment if "computers don't make mistakes.") I was patient, polite, and simply trying to follow the adjustment process. I even apologized for not understanding and yet there was no apology from her side, not even for the inconvenience of having to come back into the store, fetch a picture for her and stand shamed at the counter for not understanding how she put into the register what she did for me to sign off on in the first place.

To me, a simple, polite apology or a bit of patience would have gone a long way. I understand not all sale items get loaded in the computer, mistakes happen, but as a customer, I shouldn’t feel like a burden for asking for the advertised sale price or for clarity in a transaction that is not done in a straightforward way. Incredibly disheartening, especially when I was nothing but kind and respectful.

Maybe instead of being overwhelmed and telling a customer, "I don't know how else to explain it to you." Self reflect and see what you could do differently to keep things straightforward. And is it really too hard to say, "I am so sorry you were overcharged" rather than being exasperated and telling me "computers don't make mistakes." It is simply not difficult to be kind or to help someone understand a situation. What you did for the adjustment was unclear, your explanation was not articulated well... and remember, I was the one overcharged... I am not sure why I was the one apologizing and running around the store to get you information about the sale. Really disappointed in this experience and sadly not the first time I left feeling like such attitudes...

This company continues to let me down! Over the years I've bought a few pieces (a desk and a kitchen table). After buying a new home earlier this year, I started to get emails for promotions constantly. So every now and again I'd attempt and redeem a coupon code and they would always fail! Even after reading fine print (which varies for each thing (sometimes they will exclude furniture, not sale items, or include furniture but exclude something else, etc.))! A few months back, I emailed corporate sales/help, after it happened and they even sent me a email basically say, "Sorry our promos say 'x% off everything'. But we don't really mean it - no we won't honor the sales we're advertising." And they suggested I read fine print (which I DO, and had done considering the issues I'd had!). Though honestly they didn't address my really question, which was 'why doesn't this promo code work', they just glossed over it completely. On a different occasion I got hopeful again, only to be disappointed (again) so that time I decided to call and the rep over the phone wanted my credit card number before she'd given me the total due. Which, is absolutely wrong.

Their product, in my experience, has been of fairly good quality, but you defiantly pay for it (and maybe a little too much), and the company doesn't seem to give a damn whether you have an issue or concern.

Sadly, I get the impression that business is so good they don't have to care about...

DON'T BUY FROM POTTERY BARN! PB has been sitting on an interest free loan ($6,119.84 of MY hard earned money) since 8/22. I have spent HOURS on the phone with PB with no resolution to the below issues, leaving me no choice. I WILL NOT BE SILENT UNTIL PB FIXES THESE ISSUES:

-$1,212.31 charged 4/30/22 for the Vintage Chestnut Pittsburgh 48" Standing Desk -Half the desk has been sitting in pieces in my husband's office since 11/3/22 & the other half is sitting at my city's delivery hub ready for delivery -Original delivery date canceled to show zero estimated delivery date for an item ordered 4/22.

-$1,551.73 charged 7/20/22 for the Champlain Upholstered Wingback Armchair -PB has no idea where the item is located -Original delivery date canceled to show zero estimated delivery date for an item ordered 5/22.

-$3,355.80 charged 8/11/22 for the Dutch White 102.5" L x 84" H Aubrey Wall Bookcase -Return was created since PB's white glove company on multiple occasions was unable to assemble the item -Merchandise was picked up for the return by PB's White Glove company on 11/10/22 -No money has been refunded, preventing me from purchasing a replacment bookcase for the one PB could not provide me. -Item ordered...