Pottery Barn — Local services in Merrifield

Very unhappy about my recent experience with Pottery Barn and I can certainly say I will never shop here again and will advise other people to be careful. My husband and I placed an order online for 2 items on July 20th, a leather sofa and a buffet. We have been eyeing the sofa for a long time and have gone to the store to look at swatches several times prior to placing the order. About a week after placing the order we were running some errands in the Mosaic District in VA where there is also a Pottery Barn. We went in looking for additional pieces of furniture when a sales associate approached us. While chatting with her we told her we ordered a sofa and a buffet a week before, we discussed it was leather and started looking at the swatches. The one we picked for our order looked brown instead of greyish like it did before when we looked at it in previous occasions. The associate confirmed the color is changed and now was more brown. I was overwhelmed, she said “let me call customer service to cancel the order and place a new one with both pieces so you can get a sofa in grey. She called and spoke to a customer service rep, which also said she was surprised the color of the leather ( Statesville Grey wolf )was now brown and not grey and said they will contact us within a week. A week went by, I got an email from customer service, very vague…and never heard back again and suddenly the buffet was cancelled but no the sofa. We called the store, the associate asked us to come to the store and speak to her District Manager, when we were on our way she called saying don’t come because the DM was not there…she told us they sofa could not be cancelled but that once it arrives in November we could refuse the delivery and Pottery Barn would refund us and to place a new order now with her for both pieces. At this point, I don’t trust Pottery Barn, I’m not paying for 2 sofas and hoping we would get a refund for one of them 4 months from now. I’m also not placing a second order for the buffet and paying shipping twice. At this point I don’t want the buffet anymore as I will also have to wait an additional month for delivery to when it was initially supposed to be. Therefore I’m working with a competitor to order a buffet because I can’t stand to be taking for a fool and bounced around for 4 weeks without a resolution. It seems I’m going to get stuck with a sofa I hate, and probably will try to sell it, but one thing is certain, I will take my business somewhere else where I feel valued...

I have worked as a Trade Partner and Customer with Potter Barn for years. Months ago I reported issues with their slope arm dining chairs retailing for $1400, excluding delivery. All four legs loosen and must be tightened several times a week-frequency has been increasing throughout the years. These chairs are in impeccable condition, I sent multiple photos and have been reporting the same issues with them for the 2 years in which I own them. I was told to continue using the allen wrench to tighten the legs myself. After waiting for 3 months and resubmitting my request for refund, replacement or repair, I received the response that they will do nothing. I have stated that the issues and it is certainly a chair defect, after reading others commenting on these pieces.   The fact that Pottery Barn will not replace, refund or pay to repair (if they truly believe that these are repairable) is the poorest customer service and warranty of any furniture I’ve ever purchased.  These slope arm dining chairs are VERY EXPENSIVE.   I will NEVER specify or recommend Pottery Barn products for my clients, nor will I be purchasing again from Pottery Barn.   I have been a long time customer and professional designer supporting their business and I am alarmed at the lack of support for my business and personal purchases.   This is outrageous and needs to stop before others make the investment that I made in PB furnishings only to be left with useless and dangerous items.   Shame on you, PB.   This...

My experience at the Pottery Barn store in the Mosaic District was simply amazing - HUGE shout out to Lamia for her spectacular customer service. My parents are renovating their home and my mom and I stopped by the store around 5:30pm on a Saturday to browse furniture for our common living areas and dining room. It was on the later side, but Lamia assisted us until 8pm close (actually, a few minutes after!) without rushing us at all. Her unique skill was listening to our needs/what we were looking for and leading us directly to it. She has a great eye for design and knows so much about the products (fabrics, seat depth, you name it!). She is thoughtful and pays attention to every detail - even the more administrative ones like delivery time and making sure enough items are available to arrive within the desired delivery window (like 6 upholstered dining room chairs). Lamia’s customer service was beyond spectacular from start to finish. She is truly there to support you in designing your dream space. 10/10 recommend.

The Pottery Barn Mosaic store itself had a lot of different collections/a lot of options to choose from. Even if you can order the products online yourself, I recommend stopping by the store and seeing products in person. I was surprised at how different the colors and fabrics looked...