Pottery Barn — Local services in New York

Would only give one star if it wasn't for their star employee, Kevin who turned around what was initially a very bad experience...

Placed an online order that shipped from this store, and received an incorrect item. Called PB customer service, and they told me I had to contact the store directly for assistance.

Called the store, and woman who answered rudely cut me off mid-sentence, while I was in the middle of briefly explaining my issue, exclaiming that she was "going to cut me off" because they weren't open yet, and I had to call back after 11am. Odd...if they weren't open yet, why answer the phone? Or maybe let me finish my sentence then nicely ask me to call back, or offer to call me back in 30 mins when your store is open? Overall, she had a very snotty attitude and it was all I could do to not correct her on her terrible customer service skills. I felt as if I was being scolded for asking them to correct their mistake, which would have taken less than 5 minutes, but apparently whatever she was doing was more important than helping a longtime PB customer.

I understand the holiday season in the retail industry can be crazy, but that's no excuse to treat a customer poorly. I've worked in high-end retail stores, and would have been fired for treating a customer the way she treated me!

Anyway, I called back 30 mins later, and was promptly assisted by a nice gentleman named Kevin. He quickly identified the issue and packed up the correct item to be shipped to me, while being very humble and apologetic for their mistake. The entire transaction took him less than 5 minutes. The first woman I spoke with should take note of this...THIS is what good customer service should be!

Fingers crossed that my next online order from PB does NOT ship from...

Avoid this “upscale” company, we now understand why so many poor reviews exist! ABSOLUTELY DO NOT BUY A COUCH from them- not only do they lie about their furniture being Green Guard Cert. but the descriptions on the PB site are in accurate even when it comes to the measurements! We received the Cameron couch after waiting weeks for it to be custom built and it arrived with nails literally popping out of the chaise and it had the worst chemical odor ever that my newborn cried every time we were near the couch and we had headaches often. They claimed it was made with Soy but that was not true at all.

We never used it while we waited for them to recover the couch and even after the exposed nails and the complaint of the odor plus making them aware of the incorrect & false advertising- they refused to refund us our money. The first time we bought a couch we had help over the phone with the measurements and still had to return it for sizing issues which is why we could not be refunded so avoid calling in.

Also, when they offer the only solution of an E-gift card of your money- it never works so you have to call them to ask for another method of use which is sending multiple gift cards by post. We had high hopes but never again! Luckily we found another couch company that makes sturdy furniture with no chemicals and arrived quickly made of cotton, wood and leather and baby loves it. We just wish we could receive our refund from PB and use that towards our newborn! Currently looking into taking further action because it’s unfathomable that they are ok with mistreating clients like this by lying and cheating just to keep a profit. AVOID POTTERY BARN PLUS ITS SUBSIDIARIES. Pictures of exposed...

This happened recently, we entered the store in not what you would expect clothing from a casual buyer type attire, and we were simply ignored. We went pass some employees looking confused and obviously finding for help, but none tried to. Time goes by, we began to search and examine the products, and we were about to ask an inquiry and still no one was their to accompany us. This mostly occured in the store’s lower level, which was basically abandoned. One did came down, but not to assist us, but simply relieve themselves. They helped, but sparesly. Gave us advice and answers, but were immediatly contradicted when we asked the front. Before reaching the counter, we saw a couple of employess who also ignored us and were just standing idly on their PHONES. Back to the misinformitation, the employees at the front were very confused of the infromation we realyed from the employee who passed us downstairs. At the end, we just wasted our time and came out with nothing but dissaspointment. We are frequent customers of Pottery Barn, but this display of this specific store left a bad taste...