Pottery Barn — Local services in Plano

If I could give this location, zero stars I would. In August 2024, we had Tony from the Plano location come to our home to measure and help us decide on bedroom furniture. He was a little erratic, always late, seem to never be on the same page as we were, and I was a little nervous about our plan as well as our order. I should have known earlier that this was all going to be a problem. The bedroom that we wanted was on the larger side and so we asked him a number of times to please ensure it would fit. The question was the two tables and the headboard fitting against a certain wall. Toni came back out and remeasured, claimed to have spoken to many designers in the store to ensure that the bedroom set would fit. The night tables arrived first and were beautiful. But when the headboard arrived, it clearly was 6 inches too large for the space. The items physically would not fit altogether on that wall. So we denied the bed delivery and immediately contacted Tony. I spoke briefly to him on the phone and he promised to call me back, and then I never heard from him again. Ultimately, I was able to get in charge with the manager of the Plano store named Chez. He came out and remeasured and said it definitely would not fit and he understood the problem. We then had to order smaller night tables. This was very disappointing as we had created this whole plan for all the furniture based around these large night tables that we loved. We ultimately would have gone with an entirely different bedroom set if we had known it was not going to fit Chez assured me that the bed was still available and to just have them re-deliver it, And then placed the order for the smaller night tables. I immediately called for re-delivery of the bed they had already shipped the bed to another customer. The night tables arrived in a few weeks, but it is the end of July and I still do not have my bed. I have been Speaking to someone in their customer service who assures me that they will be giving me a partial refund or discount on my entire bedroom furniture, but she cannot do that until all the pieces are delivered. I have received recently and email saying that the soonest my bed can arrive now will be the end of August or September. We have been waiting an additional six months at this point. Frankly, I’m starting to hate the entire bedroom set and it’s not even old than delivered. I would give my experience at pottery barn Of Plano, a zero out of zero stars. I frankly would shop anywhere other than this store and...

STAY AWAY FROM TONY, BETTER STILL STAY AWAY FROM POTTERYBARN ITSELF.

READ THE WHOLE REVIEW IF YOU ARE PLANNING TO BUY STUFF FROM HERE.

FEEDBACKS LIKE THESE WONT CHANGE ANYTHING AT THIS STORE - SO ITS BEST TO AVOID IT.

One of the worst experiences that I have ever had shopping for furniture. Bought 15k worth of stuff and was given absolutely pathetic treatment. The google reviews here are pretty bad, probably I should have avoided it myself in the first place. Here is what happened with me just so that people can avoid getting trapped here.

This guy called Tony - doesn't know a thing about design and suggestion. And has no idea what customer service is. I have never been able to get him to pick up my call for any issue I had.

Firstly - I ordered some dining chairs which got automatically cancelled. Tony has no responsibility of letting me know or help me work out some other options. Rudely texts when I reach out to him that he can't do anything.

Secondly - Tony assured me they can do part shipment if major items arrive at the delivery center. After three months of wait all except one bench were at the delivery center but neither the customer care nor Tony calls up to let me know. I had to chase Tony to get delivery arranged for part shipment - the guy doesn't care to return your call - instead just sends you the screenshot of the tracking update from the website which everyone has access to.

Then the customer care calls up and says we can't do part shipment since the last piece is expected within 30 days. This is contrary to what was assured at the time of purchase - if the order value is high, they can do part shipment irrespective.

Lastly, I had to cancel the bench and get the delivery scheduled for the remaining stuff just because I got sick of following up with such an incompetent sales guy.

We used 4 other furniture shops to buy our stuff and not a single one had any issue in fulfilling their order or providing a decent customer service. I will never visit this place again and would strongly advise others not to...

I've been to this location twice now, and unfortunately, my experiences with the same sales associate haven't been great. The first time was back in December when my parents were visiting and looking for furniture. There was a blonde, mature-looking sales lady who wasn't very friendly. When she asked if my mom needed help and my mom mentioned the type of furniture she was looking for, the sales lady responded rudely, saying they didn't have it, without offering to check if other stores had it or if there was a way to order it online. It felt like she didn't genuinely want to assist.

Fast forward to today, and I decided to give it another shot (which I now regret, knowing the past reviews and our previous encounter). I went in to return two shams I had purchased online because I wanted to exchange them for a smaller size. I explained to the blonde, mature sales woman, who unfortunately didn’t have a name tag, that my order still said "awaiting shipment" despite the shams arriving earlier than expected and being on backorder.

She interrupted me while I was explaining and seemed frustrated when I mentioned wanting to exchange them. She told me quite brusquely, "We don't do exchanges. You can only return the item and purchase new." After that, she sighed and asked for my order number to process the return. Once she pulled up my order, she finally understood my situation but didn’t seem willing to help further. She told me that I would need to call customer service, without offering to assist in any way, such as calling customer service while I was in store. She only offered to assist me in going ahead and purchasing the smaller size. At that point, I decided that I didn’t want to give my business to this associate or the location again, especially after the second rude encounter. I would recommend ordering online or purchasing from a...