Pottery Barn Outlet — Local services in Ontario

I am a big fan of Pottery Barn (PB) and used to shop frequently at their West Covina outlet store. My home and all my properties are filled with PB furniture and decorations. When they relocated to the Inland Empire (IE), I was thrilled, as I no longer had to drive to the West Covina store for bargains.

Since the PB outlet moved to the IE, I’ve been visiting the store often, and the staff even tells me I look familiar. As a designer and a Gold Rewards member who has spent several thousand dollars on PB products in the past few months, I visit the store for inspiration and ideas for new projects. I appreciate how they replace and restock furniture on the floor and rearrange items every morning. Even if I visit the store the next day, it feels like a fresh experience, and I always find something tempting to purchase.

However, I do have concerns about pricing consistency. On Dec 8, '24, I went to purchase an ottoman. The sign advertised all ottomans at $69, but when I was ready to pay for a second ottoman, the cashier, Susan, informed me that not all were priced the same. While I was pleased to purchase one ottoman at the advertised price, I was disappointed when they refused to honor the same price for a second, identical ottoman in a different color, just an hour later.

Furthermore, the tall male manager on duty gave me a look that clearly indicated he wouldn’t honor the discount on a second, identical ottoman when his staff consulted him. It was uncomfortable, as his expression—rolling his eyes and giving me a quick stare—felt dismissive. This was particularly frustrating because he had honored the $69 discounted price for an identical ottoman only an hour earlier.

The cashier, Susan, also mentioned that I was “lucky” to get the discount on the first ottoman before they decided not to honor it for the second. I found her remark unprofessional. Additionally, when I brought a wooden shelf w/ hooks to her, she checked the advertised discount but only offered me a 40% discount instead of the 70% clearance discount listed in that section. Why was she adamant about applying the advertised 40% discount instead of 70% for the wood shelf (one with clothing hooks) but not honoring the advertised $69 price for the ottoman? She seemed to go out of her way to ensure I didn’t receive the discount that was advertised or what I believed to be the case.

There are two key issues here:

Inappropriate behavior – The manager’s dismissive demeanor and the cashier’s comment about being “lucky” felt unprofessional and unnecessary. The treatments I received from a different manager and another cashier two days (Dec 5th & 6th, '24) before were like night and day.

Pricing inconsistency – Discounts listed on signs or in advertisements should be honored consistently across all applicable items.

Here is my final note: I recommend that the managers at the PB Ontario Outlet update the signs to include "SELECTED ITEMS ONLY" when discounts do not apply to all items in a single category, such as in the ottoman case, to avoid misleading consumers like me or violating consumer protection laws related to "false advertising" or "deceptive pricing."

In retail, what sets an establishment apart from the competition is the shopping experience it provides to the consumer, not just the product or its perceived value. I hope that my recent awkward and unpleasant experience at this particular store does not happen to...

I’ve been a regular shopper at the Pottery Barn Outlet, visiting multiple times a week and making various purchases. However, my recent experience has left me disappointed. I've noticed that some items are bought by the same person and held for weeks, which seems inconsistent with the policy I was told about. Whenever I've purchased something, I’ve been told I have 48 hours to pick it up or a week for delivery before the item is released back to the floor.

The other day, I asked about an item marked as 'sold' but was being held by what I assume to be a reseller, and I received a dismissive response. When I asked how long until the item could be released, I was given a blunt answer about the pickup or delivery policy, but when I tried to clarify and asked if I could check back in a week, I was told the item was already sold and would not be going back, with an attitude that felt unhelpful.

I left feeling frustrated and disrespected. Customer service should never make you feel like a burden, and there’s a better way to handle these interactions. I hope the store takes this feedback seriously and works on improving their communication and...

Poor customer service! Walked in and grabbed one label for a counter stool, went to register to buy 3 counter stools thinking it was ok to grab one of the 3 price tags. Guy walks into store after me, grabs two of the other stool labels/price tags even though he saw me and walked in after me. I am paying for it, he then Gets in line. Lady at register asks me if I want one of the three stools I say no, I want all three. The lady then told me I couldn’t buy them because a customer behind me had wanted two of them even though I arrived at store first, grabbed labels first. I was nice enough to tell the guy and cashier, if he’d like to flip a coin to see who gets to take all three and guy says no. Lady at register then tells me no, I can’t sell you all three!

Wow! Insane, can’t believe how poor people in this store are dealing with these types of situations and cannot believe how much a poor egocentric person the guy that bought them was! Look at the cameras, you’ll see who had the right to...