Pottery Barn — Local services in Louisville

I purchased a leather recliner from our local store. I was told by my salesperson that I could not pick it up and that I would have to pay the delivery fee. She explained that it was a white glove delivery. They would bring it in sit it up exactly like it should be and take any trash. The delivery company called me and scheduled a delivery date. I explained to them it would have to be after 1 pm because no one would be home. She said no problem and arranged it for sometime between 1-3. She also asked for directions on where it would be going in the house if we had steps etc. I explained to her they would just back straight down the driveway and it was going into the basement. The morning of delivery I called and confirmed the time because I would not be there. She said yes mam we have 1-3 down. I received a phone call at the time I was walking into an appointment from a man that could not speak English and clearly could not understand me! I kept repeating myself telling him no one was home and he wasn’t suppose to be there until 1. I went into my appointment and came out to find out they delivered my chair. My husband saw them on our cameras and they put the chair in the road!!!!! He called my neighbor who came running over and telling them no and where they needed to put it. He could not understand them nor could they understand him. He motioned for them to come around back. They tried just sitting the box in the floor my husband was on the phone with my neighbor telling him they are supposed to sit it and and take the trash. Needless to say there was not anything about this delivery white glove sit up!! I immediately called and made a complaint on my way back home. Pottery barn offered me 10% reimbursement. I accepted and thought everything was ok. But when I arrived home and found out they didn’t assemble the chair i immediately called back. The gentleman I spoke to said someone would return my call in 24-48 hours. I never received a phone call so I called back. I was then told that they would give me an additional 10% refund but the 1 year warranty for the chair would be voided!! What the hell! That is so not right!! Pottery Barns customer service sucks and so does their...

PLEASE READ THE REVIEWS OF OTHERS BELOW !!! Prepare to be DUPED by this company. The staff is as nice as can be, but once you order your “high quality furniture” and drop that money, you’re on your own!! This has been the most disappointing experience I’ve ever had with a supposed reputable company. I will preface this with the fact that estimated delivery dates on every single item I ordered are WAY off. I feel like it’s a trap to get you excited that you’ll receive your items in a timely manner. You won’t, so please don’t get your hopes up. Now for what you get- My CUSTOM order leather chair was completely the WRONG color. Wasn’t even close! Dark green instead of light beige. The response from customer service? - “they must have “pulled” the wrong one. We will have to reorder from our vendor and basically your order goes to the back of the line” aka 4-6 more months. WHAT !?!? The coffee table I ordered doesn’t match the side table (from same collection) AND all four legs had big gaps btwn legs and the table, was not flush and the wood appears “warped” in one corner. Tiegan storage cabinet (paid 1259.00) delivered today with a raised splintered piece about 1inch long right on top that is about to break off. The inside door stop was bent back and has to be hammered back down so door will stay closed. And this is high quality ??? I’ve never experienced such a furniture disaster/fiasco like this. I asked if I could just cancel the entire order since I will have to wait another 6 months for who knows what to be delivered. The response was this… “ well we can’t refund you until the items are remade and sent to the distribution center. When they’re ready to be delivered, you can request a refund then.” So much for customer satisfaction. BUYER PLEASE BEWARE. I’m not one to write reviews, however I feel it is my duty to warn others who are about to pay exorbitant amounts of money expecting high quality and great service. I assure you, you will be GREATLY disappointed. Please walk away!!! If anyone needs pictures as proof of promised dates, actual dates and conditions of items, by all means reach out to me via social media. I will be more than...

I am from Indianapolis and worked directly with Dan from the Louisville, KY Pottery Barn. Dan was more than exceptional with the support we needed. I had a convoluted situation with two very expensive large Eagan mirrors where I sent my husband to Dan’s store to pick the mirrors up, only to discover both mirrors were slightly different. Dan provided amazing customer service for us. We were able to return the mirrors at the Indianapolis store (which, customer service there was not the greatest). Dan assisted us in purchasing the correct matching mirrors and had them delivered to our house. This whole process was almost a full 7 month process from start to finish. His support provided us comfort because these mirrors are very expensive and a large purchase for us. Dan made sure he made everything RIGHT for us as customers. He went above and beyond during this entire process. His communication was on point, he made us feel more like a friend than just a customer. His back and forth he did for us with the customer service lines took so much off our shoulders. I cannot say enough about how much he helped us, his positive attitude, his willingness to go above and beyond, and the fact that he remembered us and kept us in the loop of all transactions and back and fourths just made this experience so much nicer. His store he runs is also the cleanest Pottery Barn we have ever shopped at. If it wasn’t for Dan, I would have not ended up purchasing these mirrors. Dan saved us from a totally disastrous experience with Pottery Barn and now I am proud to say that I am a regular customer. I cannot wait to make another drive down to Dan’s Pottery Barn store in Louisville, KY all the way from Indianapolis, IN to give Dan a huge hug as a I feel like he is a newly found friend to my family. THANK YOU DAN for your service to us as your customer- LIZ and BRIAN...