Pottery Barn — Local services in Mt. Lebanon

DO NOT SHOP AT THIS STORE! I went in to look at couch options in February and placed my order in store. There was a new associate who I worked with and upon initially placing my order, I noticed the pricing was off compared to the piece I had researched online. So I pointed this out and we had to get the manager, Rachel, to come help cancel the order because the associate had placed an order for the couch slipcovers only, not the couch itself. So after about an hour of resolution and providing all my information again for the new order, and I thought I was good to go. But I got home, re-read the confirmation sheet and realized they had mixed up the ship to and billing city/state information on the new order. I contacted the store and they fixed this as well. However, a few weeks later, I was reviewing the order confirmation sheet again and realized that the corrected order was the WRONG COLOR (it was a similar color on the print out so it was hard to notice without thoroughly reading). So after another hour of my time was wasted, this was resolved but I was told there was no way they could expedite for the couch to arrive around the original time frame. This was a major issues as I had timed the original order around the ~6 week lead time and was on a tight time schedule for delivery. On top of this initial month delay, there was a series of additional delays where I got no help from the store. I had to work with customer service to get my case escalated to the managerial level, where a nice gentleman named Patrick, helped me try to improve the timeframe. After tons of phone calls, emails and wasted time later, the couch (and table I had ordered in the midst of the couch debacle like an idiot) were both WELL OVER A MONTH LATE. The table also arrived damaged but a really reasonable woman, Jennifer, from the Jacksonville warehouse, helped get me a credit towards this and I ended up keeping because again, I was on a tight timeframe. Nobody from the store or managerial level had even offered me so much as a discount for all the hassle and delays!! THEN, a 2.5 months go by and I check my Pottery Barn statement (I had setup auto pay and noticed it was more than it should have been) and it was showing as a "Key Rewards" account with interest, when I had setup a 0% APR credit card account, in store. So I called Capital One and explained what happened and they told me that this couldn't be changed on their end because I was past the 2 month period where you could change it, and to call the store. So I did, and you guessed it, the same new associate who had messed up the rest of my order, also messed up the credit card setup. The associate I spoke with, Alyssa, assured me that they would work with Captial One to get this straightened out since the mistake was on their end (this was MAY/JUNE timeframe). Im writing this review at the end of NOVEMBER because I was just now finally informed (after paying interest for months, calling consistently to follow up and not being followed up with), that there is NOTHING THEY CAN DO FOR ME. This is immoral from a business standpoint and from a human standpoint. Fix your mistakes, especially when its costing your customers thousands of extra dollars! This store should never allow new associates who clearly cannot input orders correctly, input anything if they will not stand by their mistakes. Don't buy from this company and definitely...

The staff was really nice. This issue was we saw an item we wanted. It was clearly marked 40% off with the tag on it when we brought it to their attention they blamed corporate coding and wouldn’t honor the discount . They just took the tag off. It seems like bad business for pottery barn. If the company policy for will not let the manager do an override, it’s bad business. This is why retail stores are going out of business and people don’t wanna come to these places anymore because customers aren’t treated well so very disappointing. I just spent $6000 at West Elm the week before it would’ve been happy to spend money at Pottery Barn as well but not for something like that. It’s just seems absurd. Staff was completely nice but policies of the store suck and looking at the one star reviews for this location it seems like that’s a...

Whats the point of having a store if you cant buy a small item, you have to order everything online? It defeats the purpose of the store. Good thing i can go to home goods right up the street and get the same items for half of the price and be able to take home same day. In the day and age of online ordering i don't see the store making it much longer if you cant purchase things from the actual store. For all of that I could order on amazon. I can see having to order big furniture or etc but small items you should be able to take home and not have to order online. Also the guy “diva” that works there with his cute little smart attitude was enough for me to never want to go to this...