Pottery Barn — Local services in San Ramon

Absolutely terrible experience! I’ve been a Pottery Barn customer for decades, but started noticing catalog issues and then quality issues possibly 15-20 years ago. I still really love most of their products which are great, and have been continuing to order from them. Not reviewing this particular store here, but a Pottery Barn product ordered online and its customer service response. Earlier this year, I purchased two sets of PB Sussex Lever Handle Widespread Bathroom faucets. They looked amazing in the catalog, and were indeed gorgeous upon arrival. Being faucets, they had to be installed, but there was a problem. Keep in mind that the two sets were for a vanity that contained two washbasins, so they needed to be the same faucet design. My very experienced contractor installed one set which was working. Then he spent all afternoon with the other faucet set which had NO water coming through. He had done all the due diligence and was getting very frustrated, as was I. He took the set out and flushed the lines out again, then put the faucets in again, all to no avail. By now it was getting to be past his regular working hours. Also bear in mind that I was being charged not just for his installing, but the removing, then installing and removing again, and all of the OVERTIME. I called PB during this process and explained it all to them. They said there was nothing they could do as far as any kind of reimbursement, and that I had gone over the one month return period. I told them that it's not like a cushion or tablecloth where faults are immediately noticeable, and I had had to wait until I could find someone to come in and install the faucets. I asked to speak with a supervisor who would not discuss any reimbursement for my contractor's extra time, or any kind of refund for a damaged product. She was very short and unsympathetic, but did agree to send out a new set if I returned the faulty one. As the contractor was removing it, we noticed that a piece of metal fell out of the spout, and I let the PB agent know. I returned and was able to get a new set which, of course, needed to be installed. So another contractor visit and payment by me. I had summer visitors over by this time, and it was inconveniencing because the cold water faucet on this set just dribbled, hardly any water coming out, whereas the hot water seemed to pour out fine.The other issue was that when I turned the hot and cold water on equally, it was too hot and hurt my hands - which is not supposed to happen as it is supposed to give you a nice warm temperature flow as it did in the other set which was working as it should. But of course this was happening because there wasn't enough cold water pouring through. I called PB about the cold water faucet which barely had any flow, but after the agent spoke with me and then at my request with the supervisor, she told me there was nothing they could do for me at all. I was upset and frustrated and mentioned that I had spent a considerable amount of money on contractor's fees for installing, removing, installing and removing the first time, and then installing the replacement set they sent. And now this. I also mentioned to them that at issue is the fact that I will have to discard not just this set but will also have to remove the working set, because if I just replace the one faulty one with one from a different company and brand, the sets won't match. However, they stated there was nothing they would do and the agent sounded bored and dismissive.and unsympathetic. So much for customer service for an old and regular customer for two sets of - for me - very expensive faucets that I had saved for and which cost $1552.73. Needless to say, I will never order faucets...

⭐️⭐️⭐️⭐️⭐️ Above and Beyond!

I moved to San Ramon six months ago, and ever since, Pottery Barn in San Ramon has been my go-to place for making my new home feel special. Every time I visit, the team goes above and beyond, providing thoughtful recommendations, keeping my budget and personal needs in mind, and never pushing anything unnecessary. Their customer service is truly exceptional.

A special shoutout to Lisa, who always remembers our previous interactions and makes spot-on recommendations that seamlessly complement what I’ve already purchased. Naturally, when it was time to design my bedroom and office space, Lisa recommended Lara—and I’m so grateful she did!

The in-home consultation with Lara was beyond my expectations. She immediately understood the challenges of my space and brought creative, thoughtful suggestions that blended perfectly with what I already had. She even found ways to incorporate elements that reflect my culture and personality, making the space truly feel like mine. Now that my furniture has been delivered, my room looks even bigger and more inviting—I absolutely love it!

Lara’s expertise, attention to detail, and genuine passion for design made this an incredible experience. I can’t wait to go back to the store to start decorating!

Thank you, Pottery Barn San Ramon, for making my home transformation such a joy....

Extremely disappointed by the store at Bishop Ranch. They basically told my wife at multiple occasions that they cannot come to our home for inhome consultation for our family room setup.

First they scheduled a time, my wife a physician took time off to meet the designer, however the designer never showed up. Since then, my wife has gone to the store multiple times to schedule sometime, based on the repeated emails from Pottery Barn to schedule an inhome designer consultation - but this location has always found one way or the other not to come.

We have always been to the Walnut Creek store and they have been great over the years. And we have bought a lot stuff from them.

This location - either does not have correct training or the staffing is just not interested in working.

We are sorry but we cannot go back to this location - we will drive an additional 30-mins to Walnut Creek and get superior experience. They are much busier than the Bishop Ranch store - still they are miles ahead in customer service.

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