Pottery Barn — Local services in Roseville

TL;DR: Mika Malli will help you out PotteryBarn needs to get their dimension measurements fixed, expect a variance of even 3" Be very careful of what you order. PotteryBarn Customer Service on the phone is a hit or miss

Mika Malli helped me out today, and I'm super thankful. I came in a bad mood that I tried so hard to keep down. I just got furniture white-glove delivered to my house, only to find that the measurements on the website were off (website said 57", desks were 60". My wall is 119", and so 2 60" desks did not fit by a frustrating difference of an inch, when I expected a gap!) I called customer service; the first person offered to replace them, and I said "I have two of these desks, and they're BOTH 60" in either dimension, NOT 57", I don't think replacing them will work?" And then they just hung up. So I called customer service again; this person said that I could order something else and they'll coordinate the delivery of new furniture with picking up the off-size furniture; I needed time to confirm what I would order, so they said to call when I'm ready. (At this point, with the stress of life and just trying to have something nice, I had to cry.)

So as I browsed, I couldn't trust the measurements on the website. Was a desk really 30", or 33"? I saw discrepancies of 1.5" in their reported measurements in collections that I could tell were all the same height *Dolores collection is a great example of this 30-31.5" discrepancy.

So I called customer service for more product information, only to realize that they were just reading off the website. Then I called the closest store to me (Roseville) and they told me to come in for a room planning appointment same day. So I did.

Mika heard me out, and was so transparent and caring. She knew what I wanted and needed. She was skilled in communicating to the PotteryBarn Customer Service rep (...sorry, more like, she knew how messed up it could be, and handled it like a boss that she was.) So, seriously, HATS off to her.

It was frightening to find out that the first customer service person I called, still put in a replacement order for ONE desk, when I had TWO, and, I did not want that replacement.

All hope sits with Mika now. I'm really thankful and just, want my office set up with transparent communication on what's going on. It's been 2 months of me and my trusty IKEA desk from 2017.

This all really mattered to me because it's my first home, and I wanted to furnish it with something other than IKEA and secondhand pieces for once. After a few days of comparing options, deciding on one, waiting for two weeks for my Pottery Barn credit card, and a 2 month wait on the furniture, one randomly cancelled delivery on their part, some customer service calls requesting transparency so I don't waste my time again, I received my furniture today, white glove delivery. Given the price, the planning, and the waiting, my heart just broke. And I definitely did not do a mistake on measuring. My job requires me to distinguish a difference of 2 degrees between dissimilar shapes; I incorrectly assumed that my wall was a proper 120"--it was 119", but regardless, two 57" desks SHOULD have fit. My spouse remembered me saying "Hey, I'm thinking these, but there might be this awkward 6" gap, but whatever?" Funny that there was...

I read the review and knew better but went ahead and ordered a couch from Pottery Barn. The couch was due to arrive about 8 weeks after I ordered, then it was delayed for another month, then delayed again. Then to my surprise it came a couple weeks earlier than the second delay suggested! Cool right? No! When the movers brought it in and set it up it was two different colors and textures🤪. So I call the rep at sutter street who actually makes pottery barns couches and she says she will replace the whole cover since half of its doesn’t match the other half. So I asked, since they have to replace the whole cover, and it was their fault, and i had waited for it for so long, if I can order a different color. She said I would have to call pottery barn and get approval but if they approved it she could do it. Well this is where my really bad experience comes in. I talked with different people I was on the phone with one girl who just kept repeating the same thing over and over. I told her I get it and she repeated it again. Three times she told me I could talk to a supervisor three times I waited over 10 min and three times she came back on the phone spewing the same stuff she had just said. I never got to speak with a supervisor. I’m not really sure there are any supervisors there. I have been offered to talk to them several other phone calls and they never came to the phone yet I was told they were the only ones who could approve the color change. Eventually the color change was ordered. I was so excited!! I had the email it would be a few months but they were sending the color I wanted. I was so happy!! Then a month or so before my slip cover is to arrive I get a slipcover in the original color🙄. I remember the lady at Sutter saying I would have to send that one back. No problem. I haven’t even opened the package because I know it’s going back, the other one is due to arrive March 10. Then Feb 11th, I check on my order, it was cancelled Jan 3rd. I call. I asked for the supervisor after talking to another girl that talks over you in the middle of you explaining what is going on. She says she can get me a supervisor. Lol! (I’ve been here before! ) So I wait 10 min. then I just hang up!! YOU WIN POTTERY BARN! You won the battle but lost the war!! I will never shop with you again!! I should have listened to the reviews!! Your customer service is horrible. Your supervisors are unicorns. You sent out mismatched slip cover, you could have easily approved a color change, made me happy, and had a customer for life. BUT...

My son got gifted the ‘anywhere kids chair’ for his first birthday with his name embroidered. He did not start using it until probably 18-20 months. I washed it once with no issues as the instructions suggested. Second time being washed in about 3 months (just now started using it) and 2 if the 4 embroidered letters started coming apart. Called Pottery Barn Kids Customer Service wanting to see if I could send the item back to have it fixed or even drop at a nearby store for the stitching to be addressed. After 2 hours and 18 minutes on the phone with a representative and a supervisor I was told all they could do was provide 20% off a new slip cover. (Which is $34). To have the item replaced it would be a total of $67 ($34 for the slip cover, $15 for the embroidery and an additional $18 in taxes and shipping). Their ‘resolution’ wouldn’t even cover the shipping and taxes making it over $50 to replace the item just because of the embroidery issue. Though I understand the timeframe between the order being placed and the item being damaged, I was not wanting to return the item or expecting a refund, just fixed. Needless to say i will not be purchasing this Item for my second child as planned. Pretty disappointed with their customer service and resolution presented. Long story short, If you are looking to get an ‘anywhere chair’ do yourself a favor and skip the embroider portion. Quality does not seem to be up to par to what you’d expect...