Pottery Barn — Local services in Oro Valley

I usually shop for furniture at a local, high scaled furniture store but I happen to stop in to Pottery Barn and found a dining table, chairs and bench that I really liked. My whole experience with Pottery Barn starting with the sales person, Linda was horrible & stressful. She indicated that there would be a “white glove” option and once the furniture was available, it will be assembled and then a scheduled appt will be set for delivery. Upon check out, she indicated that the bench will be delivered via UPS. I asked her if it will be delivered assembled because I don’t want to assemble anything as I can always shop elsewhere for less expense furniture that requires assembly. She said she was “pretty sure” that it was delivered assembled. She then charged me for the whole amount even though the table/chairs would not be shipped/delivered until the end of October. The next day, she texted me with updated info that the bench will be delivered in a large box and I will need to assemble it. She offered that if I brought this large box to their store (20 miles away from my home), they will assemble it for free. Mind you that I would still need to transport this large assembled item back to my home. I told her that if I wanted to assemble furniture, I would have shopped elsewhere. At that point, she was very insulting mentioning that I must not be married as I don’t have anyone to help me load this large box and must not have a large enough car to transport this large box. I advised her that she is missing the point. I felt very unseen with her complete insensitivity & lack of trying to meet the customer’s wants/needs. I felt that she just wanted to make a sale and didn’t care to present the correct info so the customer could make an informed decision before purchase. This salesperson was not a kid or even a young adult, she was an older/mature individual and old enough to know how to be more respectful. The large/heavy box arrived (see pictures) and I decided to open it to assemble. I have put together more difficult pieces, so this assembly should have been easy since there were only 3 pieces to assemble. As it turned out, 4 of the 8 bolts included were the wrong diameter making it impossible to assemble. At this point, I called customer service and arranged UPS to pick this large box up (after I had to repack it) and have it processed for a return. This is the first and last time I purchase furniture from...

First of all, we ordered furniture from pottery barn online, not from this store specifically. We paid about 3500 dollars for a couple of nightstands and a dresser. My wife took off work to receive the items. When delivered and set up, one of the items had multiple chips and 2 of the items had drawers that get stuck and won’t close unless you jam them shut aggressively. We called pottery barn to try to get them replaced 2 days later and the items were no longer available so they offered a 15% discount on the items after about 2 hours of being on the phone. We said this seemed like a low refund considering the employee discount is 40%. To be clear, we have two options here. Take a 15% discount to have dysfunctional broken furniture that we paid a premium for or have them give us store credit so we can try to buy items that don’t march the rest of the set since the broken items are no longer available. We asked for 50% discount since that is just over the employee discount and the alternative for them is we return them and they resell it at the outlets for 50-70% off. This seemed like an easier route for both parties. Ultimately after 2.5 hours on the phone they countered with a lower offer than the original 15% off. Doesn’t seem fair that employees should get fully functional furniture for 40% off while customers only get 15% off for broken furniture, not to mention having to take multiple days off work to have them assemble/attempt to fix the items. My wife and I chose pottery barn over Ashley because we didn’t like how the drawers felt when we opened and closed them and thought pottery barn would be better. Ultimately, we played ourselves and the furniture at Ashley functions much better. Save yourself some time and money and buy equal or better quality furniture for half the price from Ashley. Poor product, poor treatment of customers. We loved pottery barn until this experience but this will be...

We ordered two overpriced chairs, an end table, bookcase, and a rug that were ALL listed by Pottery Barn as "quick-ship" items. The description said the items would arrive in about 2-3 weeks. One chair arrived in 3 weeks and the other took 2 months. The end table came on time, but the bookcase took 4 months! The rug was 3 months. Incredible! How can you list all these items as "quick-ship" and end up with this kind of discrepancy?

The people at this store were friendly, but could only apologize and pay lip service to "staying on top of it". Ultimately, to their defense, these employees and the store manager simply have ZERO authority or control over anything. I blame whomever is in charge of Pottery Barn's inventory management, not this particular store or it's employees.

Pottery Barn has good quality products, but unless we find something that we don't mind waiting months to receive, we will NOT be ordering from them again. It is shocking at how inaccurate their inventory control can be. You simply cannot believe what they post on their website regarding delivery dates. Reading these reviews, we are not...