Pottery Barn — Local services in San Antonio

We came in over a weekend we were driving from NM to OH (moving) and purchased 2 custom leather couches and 2 custom velvet chairs to be delivered to our house in OH. This is clearly a pretty large purchase. I verified with the sales associate no less than 3 times (!!!) that I wanted my Rewards account linked to this purchase. As we were completing the purchase I asked to include my husbands email and phone # in the notes of the order to make sure they could get in touch with either one of us when ready for delivery. We were told delivery would be approximately 8 weeks from purchase. At 8 weeks we hadn't been contacted and began calling the order 800 #. It took 5 calls and endless holding before we were told that our furniture was to be delivered in the next week or so (vs that they had no idea what we were talking about). At 10 weeks we went through this same circus except were told there was no order. We had to call this store location 3 times to try to get them to give us more information from the order they place for us to call PB delivery and try to find our pieces. At 13 weeks we got half of our order. I waited a few days and checked my Rewards account to see that I got the credit for the purchase and there was nothing. I called customer service and was told the lady at the Quarry store had put my husband in as a new rewards account member (I guess they get employee points for enrolling new people) and deleted mine from the order. When I asked if they could transfer the points I was told that was impossible. When I asked how my husband could even try to access the SEVERAL HUNDRED $$$ we should have in rewards at this point (since we didnt know the sales associate did this we had no real info on how to access his "account") we were told he could use his email on the website. When we tried that on the website it doesn't recognize the email. At almost 15 weeks we got the rest of our order. Now 10 months after the purchase we still dont have the several hundred $$$ of rewards cash we should have and both the store and 800# customer service are abysmal! I wish we made our purchase from Ethan Allen or Bassett Furniture. I regret giving this store and PB our money. They were all less than helpful and the whole situation feels a...

I went to this location last night to look at a quilt that I found online. My toddler was acting up and the sales woman looked annoyed. So, I left, not wanting to ruin anyone else's shopping experience. I then proceeded to order the quilt online for curbside pick. I live 40 minutes away so I waited until almost close to collect my belongings, which was not the standard 2 hours. The purchase was a quilt and 4 standard shams. When I went into the store I talked to a very nice sales woman, but she was helping someone else, and asked the sales woman who had previously looked annoyed with us, to help. The woman asked how long ago I placed the order, which had only been an 45/60 minutes. She rudely explained that I was not to come to the store for pick ups unless I received an email stating the order was ready for pick up. I left the store fuming, which in hindsight was silly, because I could have communicated my frustration, but I have worked in customer service enough to know that the sale's woman could have also changed that experience around by having empathy. Clearly, I too was frustrated with my child's behavior and I did the right thing by removing her from the store and making my purchase in an alternative way. There was literally one other customer in the store, why could those items not have been pulled on the spot? I will never shop at this...

I purchased an Aptos dining table in August of 2024. Wehn it finally arrived in December of 2024, the product was damaged on the side. The table doesn't sit flush. After speaking with customer servivce, I agreed to keep the table for a discount. After hanging up the phone, I took the leaf out and the hardware that was soddered in, fell out. PB customer service told me that they couldn't help, that my case was closed becasue I accepted a discount for the issue with the wood being level.. I then explained I was unaware that the hardware was damaged, and that they could have thier discount back. They told me I had to hire a company to fix it. This table retails for $1399. I was charged $1499. When the store mis charged me, they said customer service would fix it. Customer service said they couldn't credit me because I hadn't been charged yet. Not true!!! I was overcharged in August of 2024, still haven't gotten that fixed, and now have a broken table that was manufactured incorrectly. I spent over $20,000 there this year and I am not ok with the treatment I have received. I have a catalogue and pictures showing the correct price. It is illegal to overcharge a consumer and not fix it and I want a table that has hardware that is soddered in...