Pottery Barn — Local services in Southlake

Pottery Barn just doesn’t care.

It’s a shame, one of my favorite stores just doesn’t care. They don’t care that we’re in the midst of global pandemic. They don’t care that their stores are closed. They still expect you to spend your Rewards or lose them. We purchased a great couch late last year, signed up for the Pottery Barn credit card so we could get the reward certificate. We were super happy that we got a $425 reward. Really awesome.

Our reward was set to expire on 4/24, but given the current global situation I called Pottery Barn in early April to ask if they would be extending the expiration date due to the pandemic. I spoke to someone in their rewards department and after a brief hold they confirmed that the expiration dates would be extended. Excellent!

Fast forward to 5/10… My wife and I are buying a patio dining table from Pottery Barn’s website. I entered the reward certificate at check-out and discovered it showed as expired. Confused I called the same rewards department to confirm the expiration extension. This time I got a very different tone and message. I was now told they were credit card company, not Pottery Barn, and that they’ve been directed by Pottery Barn all rewards have to be used by their expiration date or they’ll expire. No extension are being offered given their website has been able to accept orders throughout the pandemic.

Surprised and frustrated I asked to speak to a manager. The manager actually cared less than the first person I spoke to, and was totally fine with me losing $425 in rewards and that one of her employees essentially lied to me about the extension. She made it clear it wasn’t her fault or concern, it was Pottery Barn’s, and if I wanted to call them I could. She told me that they only issue the rewards, it’s Pottery Barn’s decision as to offer any type of extension, credit, etc… So I called Pottery Barn. Although the Pottery Barn associates were a bit friendlier and appeared to be a little more sympathetic to the situation they just pointed me back to the rewards department (the credit card company “Comenity”), who of course keeps telling me it’s Pottery Barn’s decision, who keeps telling me it’s the credit card company’s decision, who then… well you get it, an endless loop.

I would have absolutely used the rewards before expiration had I not been told they would be extended. That’s why I called in early April, we were looking at other items to buy. It’s not like I tried to use it months later, it was 2 weeks after the original expiration!

Ultimately this falls on Pottery Barn. I would have expected them to be better than this. So the message they want you to know is that you need to use your rewards or you’ll lose them, regardless the situation, including one of the largest scaled global pandemics in history, Pottery Barn...

I spent $3000 on a sofa at this location. A month after the supposed delivery date, I still have no sofa, no update on whether or not I will ever receive the sofa, no call back despite repeated attempts to customer care, and they still have my $3000. I really want my money back but nobody is answering me. I've tried their customer service line, email, and instagram. They just say they'll look into it then call me, but it doesn't happen. Go to the consumer affairs website, instagram, and facebook and read people's experiences before buying furniture from Pottery Barn. It's horrible. They're taking people's money then not responding to them. I think there is some kind of major problem going on behind the scenes, but I really feel like people need to be aware that this is not a safe place to order furniture from right now. I finally had to file a dispute with my credit card after a month of no call back and no refund. :-(

Edit 2 weeks later: PB said they were refunding me but didn't. Now they updated my order status to a delivery in February 2022. Yes, more than 3 years from now. Still haven't gotten a call back.

Edit 2 months later: Got my money back from my credit card company after I filed a dispute. Still no response to calls or emails from Pottery Barn. This is the shadiest company I've ever dealt...

We were checking out the Southlake Town Square due to an overnight layover at DFW which is what brought us to Pottery Barn. There are no Pottery Barn stores in Hawaii so it was nice to see and touch things in person.

THE STORE: The single level store was crammed full of merchandise but neatly organized. The building looks like its two levels from the outside but I didn't see any stairs leading up to a second floor.

SERVICE: Everyone was friendly and helpful, especially one gal in particular (sorry, I didn't get her name). She helped my spouse order a whole bunch of stuff and was especially accommodating and patient. Because we were going to have dinner at nearby Copeland's of New Orleans, she was nice enough to work on our order while we dined, then phoned us when our large order was ready for payment, at which time my spouse ran back to pay for. The products arrived as ordered and in pristine condition.

OVERALL: Good selections, great service, better products...