Pottery Barn — Local services in Newton

Pottery Barn is ridiculously expensive for the worst customer service I've ever dealt with. I don't usually write reviews and tend to give people the benefit of the doubt, but this is another level of bad business. Their furniture white glove delivery service is a mess. Among the many problems including delivering damaged pieces (twice), running out of time to deliver in a day, not ringing the doorbell to tell us they arrived, not having enough movers to lift a piece of furniture, etc. I had to schedule and reschedule for delivery 8 times. That is 8 Saturdays sitting around for a window of time that they deliver. When calling customer service to be compensated for this, they kept telling me I had to wait until the order was complete, so I did. For an order that was made in November, the order was finally complete in May... after 8 delivery attempts! I figured I could finally call and be compensated for this fiasco, but nope... the customer service was also awful to deal with as well. I had to sit on the phone for hours asking for compensation after being told no over and over again. Finally, they said their policy was to get 10% for delivery inconveniences. They agreed to the reimbursement to my card. I check my card a week or so later and they didn't give 10% on the full order! Only on two of the four pieces even though every piece had an issue. Not to mention, just give the 10% on the whole order because your customer is so unhappy with the service! I call back and am on my phone for another hour. Now they give me 10% on one more piece, but not the fourth item. Make it make sense. Their stuff is beautiful, but they are a terrible company to work with and after I complete my silverware set, I will never buy another item from this store. OH! One more thing. If you have a registry with them and a friend or family member buys you a gift that is no longer in stock, they won't tell you about it. They will just take their money and if you don't check to see that someone bought the item but you never got it, they won't notify you about it. I think that is...

I was not terribly familiar with PB, only once having purchased some design trifle at their previous Chestnut Hill location. However, I moved into a new flat a month ago whose design by a noted architect called for considerable care in meeting the standards imposed by the architecture. An online friend had posted pictures of his curtains in his new condo, and Id'd them as PB. I PM'd him, and he further Id'd them as the Bryce check pattern. So I ventured out to their local store.

I was greeted at the door, and immediately directed to the curtain department upon inquiry. There, I found a saleswoman who knew her stock, and had an ideal customer manner. She quickly located that pattern on her rack, and I ordered a pair for my bedroom, which has wall to wall glass at the end. She also took the time to show me the rest of her inventory when I outlined my furnishing needs.

Subsequently, I was able to order a pair of the Seaton panels for my living room in Denim, to carry out a theme of Charcoal, Blue, and White. Their loose weave allows some light through, proving an ideal design complement. After flubbing on the order, a quick call to the store removed the shipping charge. They arrived sooner than the expected date.

I now have returned once more to ID a small sofa which will be ideal, and also to check on some armchairs, which however, were not on display. I recall enough about modern retailing to realize that few places can display their entire inventory, and almost no one has space enough to have stock rooms. Hence, most items require placing an order. I am now considering the Soma Santos sofa in charcoal, and have ordered swatches,-- an easy and no cost process--for a pair of Lyndon armchairs. I consider myself a quite fussy consumer, and am happy to relate that my experiences here have met my...

I am absolutely disgusted in the customer service from pottery barn. I ordered a scent diffuser online, when the order arrived it had the correct item on the order slip but someone had packaged the ugliest green napkins (that per the website were on final sale clearance, so clearly an inventory they are trying to get rid of). I called customer service who said that they would send a replacement diffuser and submitted another order and sent me a return slip. I called back, because the return slip is for a "diffuser" and says I need to go to pottery barn or a UPS store. I work long hours and can't make it to either. They told me if I did not return the napkins then I would be charged again for the diffuser. It is asinine that because a lazy employee didn't read an order slip and shoved some clearance napkins in a bag that I now will be double charged for a diffuser (if this one shows up) OR I have to take a day off work to correct an employee's error. This is credit card fraud (I will be charged for a diffuser price for a pair of clearance napkins), or the CUSTOMER is expected to correct their employees' flagrant errors even when it costs the customer time and money. I was told over and over that this was "corporate policy for returns", that whatever garbage they send you then YOU have to correct it for them or they will just keep charging you. The worst business model and customer service I've ever encountered, and there is no where to submit feedback or grievances on their website regarding their policies....