Pottery Barn — Local services in Short Pump

I preface this by saying that none of my review here is an exaggeration. This is a true, honest review.

My partner and I were browsing and did not come for a specific item. Mostly there to check out selection and pricing before considering making a purchase at our home Pottery Barn as we were passing through while on vacation. Almost immediately after walking into the store, I can not believe how absolutely, incredibly rude the first associate we saw was. They were near the front of the entrance and within less than a minute, literally seconds after walking in, they "greeted" us with a sneer and stereotyped us because we were a young couple. As if two people in their late twenties could never afford or consider purchasing from this store. We responded to their rude introduction by giving a short "just browsing".

To be fair, the store has a wonderful selection and is the largest Pottery Barn that we have seen. But the customer service ruining our entire experience. We felt as if we were outsiders that were trespassing.

It gets worse. The first associate was horrendous, but I can't believe that we were then treated rudely by EVERY SINGLE associate we came in crossed paths with during our half an hour in the store. Every associate appeared annoyed and gave disapproving looks as we browsed. One even made eye contact with us, we said hello, and they turned and walked away without saying a word. It was as if they were all avoiding us and just waiting for us to leave. Not a single associate offered any assistance during our trip. Not one "how are you", "can I help you find anything", or even a hello.

As a prior customer of Pottery Barn's online store, we were excited to finally come in and browse in person. It was spotless, the lighting was perfect, no loud music, such beautifully set staged furniture. All the basic things of a good, welcoming store. The customer service was, again not exaggerating, the worst service we had ever received. It absolutely ruined our trip to the store and tainted the rest of our day visit to Short Pump mall.

I am so disappointed at this location and I will never return to this store. I tell friends who pass through Short Pump about this experience every chance I get. We haven't bought from Pottery Barn online or in store since this experience. I would give a negative star review if if...

Let me tell you a story Detailing two separate shopping experiences. Both vastly different. This past year I went to Tom Ford in New York and bought a tuxedo, paying close to $15,000 for the total outfit. I had an amazing shopping experience there. I was treated with respect, dignity, and was told nothing but the truth from sales associates. Now let me tell you about my experience shopping with Pottery Barn at Short Pump. I purchased a footstool for $525 from Pottery Barn online. They shipped the wrong color to my house. I received the wrong color today and immediately called the customer service number. The advisor on customer service was kind and apologetic and told me that she would extend a 15% additional credit to my card even though I would be returning the item to the store today for a full refund. She stated that she understood the work I would have to do on my hour each way trip to the mall. When I drove an hour into the store, the assistant manager told me that that is not normally what Pottery Barn would do but she understood my situation, and would have to call corporate to validate that transaction because there was “no button” to allow her to do so. After close to an hour wait, Corporate said they they would not honor what the customer service advisor had told and done for me over the telephone. The assistant manager early in my hour stay at the store told me she’d be willing to offer me the same 75 approximate dollar credit to be used in her store that evening. However, her boss, the head manager of the store came over later and told her they would not offer me anything additional like I had been promised twice. I spent an hour waiting in the store while they talked online and on the phone with people , and walked out with nothing other than the basic return for all my trouble after having been told I would receive extra credit twice once on the 800 number and the other time in the store. I would not trust them, or do business with them nor will I shop with them ever again. This was the worst shopping experience and worst customer treatment I have ever received. I have honestly received much better customer service, and treatment shopping at...

We purchased a king bed in July and were told we'd receive the bed in October. Later we received an email saying it was on back order until December at the earliest and could be as late as January. My wife called multiple times to see if we could cancel because we did not want to wait 5-6 months for a new bed. She was offered a gift card to be used in store or a 10% discount off the bed. We were very frustrated with their options but chose the 10% off because we were afraid we'd get stuck in a similar situation if we looked elsewhere for a bed. It ended up that the bed did arrive in October so we did not pursue the 10% discount but unfortunately the bed arrived with damage to one of the brackets causing the bed to sit at an offset angle. They told us they would ship a new bracket and send someone to reinstall it (I told them I could screw the bracket in but I guess they have to send someone). Now we have been told the bracket won't arrive until December. So now we have our old bed & our new bed in our bedroom making it very difficult to maneuver around. This has been a disaster from almost the beginning. My wife has spent a ton of time on the phone with their customer support which, in my opinion, has been extremely sub par. And do you think they've offered anything for the inconvenience? NOPE! I will never spend another cent with Pottery Barn. Think long and hard before ordering furniture...