Pottery Barn — Local services in Niles Township

Like many unhappy customers we all wish we could give a zero star review. But unfortunately google doesn't have that feature.

Overall we have had a terrible experience with Pottery Barn. They have now failed to deliver our item correctly twice after missing the promised delivery dates multiple times.

We ordered a Bed, 3 Sofas, a Mattress and a Boxspring Set from them over a few month period. We received two of the Sofas at one time with no issues. The third sofa had an issue so a piece of it had to be remade and it did take some extra time(~ 3 months) for it to deliver.

The mattress that was ordered October 19th with an estimated delivery date of October 28th through November 11th is where we have had major problems. When the furniture delivered to us we received one King size box spring and one California King box spring(we needed two California King size units). We also received the California king size mattress at the same time. At the time we spoke with the store and were told by them to reject both of the box springs and that they would place an order for the replacements. The ETA was to be early December. After many phone calls into the store that were answered by employees with promises of return calls that did not happen (my wife called 3 to 4 times a week for a few weeks), we went to the store to try and get confirmation of a delivery date and confirm that when they did eventually deliver the proper size box springs they would deliver 2 box springs(as that is how they come). We were assured that this would happen by both Meredith and Paula. After two additional months of waiting the box spring (singular) delivered today. Yes one single box spring which fit's only half of the bed. Now again after calls into Pottery Barn we are told that the box spring will be another 3 to 4 weeks. At this point I have asked that they come and pickup the nearly $20,000 worth of furniture we have purchased. It astounds me that they are unable to speed up our delivery. We have already been billed and paid for items that we do either not own and/or we have not been able to use for 4 months. It is my hope that they will come pickup all of the furniture and we can take our business to another store who is able to delivery on time and return a phone call.

The true issue lies with their ability to communicate. It should not be the customers responsibility to call into the store 4 times a week because associates and managers are not able to return...

I went to this Pottery Barn to buy an item that was in stock online. I walked around the store twice and no one tried helping me find the item so I stood in line to ask someone about it. There were two registers and 3 employees working at them. One of them noticed me in line and asked to help me. She appeared to be a manager. I then pulled up the item I was trying to find and asked if she would be able to tell me if they had it in stock. When a register opened she went over to look and asked if the spelling of the item was correct I said I would check on my phone but it sounded right. Once I checked I realized the spelling was incorrect and I told her. She sighed very audibly because she had to correct the spelling. I didn’t realize it was such a hassle for her to correct it. She then rudely told me that the item is not in stock contrary to what the website stated. She even said it was not in stock at ANY Illinois location. She was extremely rude the whole time even though there was no one behind me in line. I then went home and ordered it for pickup. I got a notification today that my order is ready for pickup from that same location. So I guess potterbarn can now teleport products out of state because she made a point to let me know it was not available in ALL of Illinois. Since I need this in a crunch I am still picking it up from this location but I will never come back here again. I would like to point out that I was being very polite. My only mistake was the incorrect spelling...

I had a very poor service experience with this location. I called to inquire on a dining table I was viewing online, and the employee I spoke with explained they didn't have it on display or in stock, but that I could come in and look at wood samples to get a better feel for the material before ordering. My husband and I made a special trip to the store and the employee working at the register gave us the blankest stare possible when I explained why we had come in. She did go and ask another associate about it, and then she came back and said that the table we were looking at (Calypso dining table) was not really made by Pottery Barn but a 3rd party so they didn't have any wood samples. I was surprised and said I was specific when I called what table I was looking for. She seemed a bit indifferent and just kind of turned away. At least I know from hearing the table isn't even made by Pottery Barn I decided not to move forward with buying this...