Pottery Barn — Local services in Rogers

Yesterday, I had an incredibly frustrating experience at the Pottery Barn at the Pinnacle Mall location. I had initially booked an at-home interior design appointment because I’m a very visual person, and I wanted help with placement ideas for my kitchen, bedding, and bathroom storage. I figured having the designer see my space firsthand would help her give me personalized suggestions and maybe even use some inspo pics I had sent as a blueprint to guide us. But when I spoke with Melissa about it, she immediately disregarded my preference and insisted that it would be better to have the first meeting in-store, claiming that because I was more focused on decor and accessories, it would be easier to work through that in person.

That was already frustrating because I had made it clear that I needed help visualizing where things would go in my home. I even asked her if she had any mood boards, inspo work, or at least some product ideas that we could discuss right away. She responded by saying mood boards are typically for furniture layouts, and when it comes to accessories and decor, it’s better to do arrangements in-store. I asked her if they had any kind of system that could photoshop the Pottery Barn products into pictures of my space to help me visualize, and she said they didn’t have that capability. I told her again that I needed help with placement and got no response.

So, I went ahead and canceled that day’s appointment and told her I’d come in the next day because I couldn’t carry everything by myself, and my fiancée had the car. I had planned to bring my bedding in so she could show me how to layer it properly—since, again, I’m a visual person and wanted to see it in real time. She had said she would help with that in-store.

When I arrived the next day with my fiancée, Melissa was busy with another customer, so a guy (who I later realized was part of the LGBTQ community, which wasn’t an issue—I was actually happy to see this) came over to assist us. But honestly, he half-assed the entire experience. I brought in my bedding, pillows, and blankets, and he didn’t even bother showing me how to fold or layer them. He refused to use my decor pillows or blankets to demonstrate how to level it up. He gave me the bare minimum effort, like he didn’t care at all. It felt like we had dragged all that stuff into the store for no reason.

After that disappointing experience, we thought maybe he could help us with kitchen placement. But again, he half-assed that too. He barely tried, telling us that Pottery Barn didn’t have much kitchen stuff and suggested we check out Williams Sonoma instead. I was showing him inspo pictures and trying to get a feel for how things could be arranged, and his response was dismissive. He glanced at the pictures of my kitchen and casually said, “Um, it looks fine.” My fiancée was visibly irritated by how he was treating me and hated everything he had suggested. We ended up leaving.

Here’s the kicker—when we went to Williams Sonoma, the experience was night and day. The staff there was genuinely happy to help us. They cleared off a little space to mimic our kitchen, started putting things together immediately, and took their time listening to our concerns. We felt valued, heard, and appreciated without having to jump through hoops. It wasn’t even a lot of effort on their part, but they went above and beyond compared to Pottery Barn.

Overall, I left Pottery Barn feeling disappointed and disrespected, while Williams Sonoma left us feeling valued and inspired. It’s a shame because I really wanted to incorporate some Pottery Barn pieces into my home, but their lack of effort made it clear they weren’t interested in helping me achieve...

I’m in this store a lot and have many purchases here in the Rogers, Arkansas location. Customer service has always been great. Except for today, 6/24/24. I’m used to the associates at least picking up their heads, smiling, and greeting a customer. Today there were two associates behind the counter both with their heads buried in something. It wasn’t helping customers because there were NO customers at the counter. I waited and waited to be acknowledged because I did have questions about some products. I was no more than 25 feet from them and still being ignored. They were still buried in whatever they were doing on their computers. They did not acknowledge me in any way. So 10 minutes passed and I walked over to the counter, stood there, and was still ignored. Then a friendly male associate who was in the back of the store helping a customer saw me and walked up to the front of the store and asked me if anyone was helping me. NOPE! I replied yet they still completely ignored me. This nice male associate took over and helped me with my questions and purchases. I’m a lenient person and it’s hard to anger me but I’ve never had this happen in this store. My normal experience is the opposite. It was a bizarre experience and like I was invisible. I’ll write it off as arriving on a day with the two worst...

I love this store, it's beautiful and I've always received excellent customer service from the associates. I ordered a chair and a half in June of 2023. My order was complete and in the William Sonoma warehouse in mid August 2023, it is now the end of October and my delivery has been delayed, again. The warehouse has contacted us now 4 times stating they do not have an "extra" driver to make our delivery. We've offered to pick our order up, (a four hour drive) it's against company policy and they won't allow it. When we originally placed our order, our sales associate urged us to make all of our purchases in store, stating so many stores are closing because since Covid, everyone is ordering on line. I'd rather work with an in store designer, but obviously, this is a corporate issue, where corporate does not support the work the store employees do on their behalf. We have now been informed our order will be delivered on November 1, 2023. We not been offered any compensation or resolution, only the promise of yet another delivery date, and "we are sorry for the inconvenience". At this point, it's beyond "inconvenient". I don't believe it's unreasonable to expect higher quality customer service when purchasing a higher end product. Needless to say, we are very...