Pottery Barn — Local services in Millburn

I’ve been to this location 6 times in the past week or so. I’ve been ignored four out of the six times. One time Phyllis was absolutely lovely and answered all of my questions and was a lot of help. But I’ve literally been standing at the register with items in my hands waiting to pay and the employees not only ignored me, they saw I had items and walked away from the register, no one to back them up, no other employees in sight to help me. And they didn’t go to help another customer either. So I left. But the real reason I’m giving this poor review is not that they have lost multiple sales because they’ve just out right ignored me. Today when I came in the person who I assume was the manager was literally talking unprofessionally and poorly about her employees LOUDLY to a customer on the phone, and then proceeded to berate and talk down to the only person who has ever helped me at this store Phillis. The manager was yelling on the phone, complaining about being on hold and being very rude to her employees. Being completely disruptive to the people who were trying to shop. This location is understaffed and is clearly very poorly managed. I came in today to buy furniture for our new house but I’ll go to another location or online. That type of behavior is grossly unprofessional and just gross.

Edit. I’d just like to clarify why the manager talking down to Phillis was so disturbing. When she helped me I found out she was a little hard of hearing. Just like me. We commiserated about how hard it’s been having to wear masks and hear people without seeing lips. And the manager was belittling her for something she didn’t hear properly. So she was berating her for her disability, in front of customers.

Edit- the sofa we ordered from Pottery Barn literally fell apart within a year of owning it. I bought a slip cover for the couch from Pottery Barn, that faded with 6 months. The cushions all collapsed within a year or less. Front and back. The high performance fabric we paid for came apart from its backing within three months. In less than a year the couch looked 10 years old. And speaking with Customer Service I was transferred many many times spent so much time on hold and was eventually told they wouldn’t do anything. Despite it clearly being a manufacture error. We won’t be buying from Pottery Barn again. They say the products last forever but in my experience it’s all cheap crap and not worth the massive...

Not only completely inept at shipping the right products but as bizarre an experience I have ever had in a store. I was trying to pay for my wife's order and I was told I had to identify myself by the saleswoman. Identify myself? I am the only customer in the store at 10 AM and I need to ID myself to make a purchase? I had originally asked for the manager when I arrived because she supposedly knew the order but she was downstairs and did not want to make the arduous trip up the stairs to the main level. I understand, it must be a lot of stairs to climb and you have to be in tremendous shape to complete the task. After the sales person reluctantly believed that I was the husband of the woman who placed the order, I was blessed, and allowed to pay for the order. I assume they have a rash of customers who love to waste their own money and indiscriminately pay for other people's orders as a goof. To add insult to the whole experience, they then proceed to ship all the wrong colors of the items that were chosen. Again, I have to assume that you can pick your own colors but that does not necessarily mean you will get that color, it is just a wishlist. The true color discretion is up to Pottery Barn. We ordered white glove service, also a mistake, as the movers refused to lift the bed for my wife to pull out a rug from underneath. They are allowed to put things down but they can't lift anything up. I completely understand, it is the old adage, what goes down can't come up. My assumption would have to be, they do not want to soil their white gloves. Other than the aforementioned, this Pottery Barn is...

If I could give this store -5 stars I would. I have my registry with Pottery Barn, and when I received 3 sets of dishes, 2 of the sets had broken bowls. Things break during shipping, I totally understand that. But to prevent this from happening again, I called the store to do an in-store exchange to ensure that the next sets I receive won't arrive broken again. When I called the store, I have received possible the WORST customer service I have ever experience in my whole life. The woman I spoke to was arrogant, dismissive, and just overall extremely rude. I was first accused by the representative of breaking the bowls myself, and then told that this store doesn't accept in-store exchanges and to call customer service (I had to call back twice because she hung up on me twice). When I asked to speak with the manager, I was told she was on an important call and could not come to the phone. I then called customer service to see if that was truly their policy, to which the customer service rep said he had never heard of that before and they should absolutely accept the in-store exchange. He called the store himself to tell them this, and they told him, a Potter Barn Customer Service Representative, that they don't need his help and HUNG UP ON HIM. The customer service rep was astonished and extremely apologetic for this experience, and was able to provide me with a refund so I can purchase it in store myself rather than have to do an "exchange". I will never be giving this store my business again, and truly advise others...