Pottery Barn — Local services in Sycamore Township

Everything has been terrible: customer service, quality, and response to my inquiries. I ordered a custom leather recliner and at the same time purchased a matching ottoman (which I LOVE) in November of 2024. The recliner arrived 4 months later and the back cushion was sewn unevenly across the to making the chair appear lopsided. I initiated a return for a replacement. I sent pictures and had multiple conversations with a representative. After about 2 weeks, the replacement was approved and I would receive the replacement in JULY. Then a week later I started receiving requests again for pictures of my chair. I received a phone call from a different representative telling me they canceled my replacement and needed to send someone out to see if my chair could be "repaired". I explained that it was a manufacturing defect. For some reason this associate was under the impression the reclining mechanism was the issue. That was never the problem. The associate then reordered a replacement and now the delivery is AUGUST, but she assured me it would be expedited so it would be before August. I've seen no evidence this is the case since it's mid-July and the status of my order has remained unchanged. In April, I decided that I really would like a second matching ottoman and had a very negative interaction with an employee at the store. One employee told me by phone that I could buy the floor model since it was out of stock. After arriving at the store a different associate with a very negative attitude told me she would NOT sell me that one, but she could order me one and I would have to pay the delivery fee. I proceeded to go home and order it, because I didn't want the store receiving credit for the sale after my experience. The ottoman was ordered in APRIL. It was supposed to deliver in July, but at the beginning of June I received an email telling me the ottoman was shipping with a tracking number and my credit card was charged. Weeks went by and the expected delivery date kept being pushed out by the carrier and the item was showing that it had never been received from Sender. I called and spoke with a representative because I was concerned it was lost. She told me that it wasn't lost, but probably just sitting on a dock somewhere. She said she would call the warehouse but never followed up with me. I called again a week later (end of June at this point) and spoke with a Williams Sonoma associate out of Cleveland. She told me that they sold me one that they didn't have and it was backordered. This was never the case since I knew it wasn't in stock when I ordered it 2 months previously. She canceled my order and ordered another and now I'm looking at the end of AUGUST. I accepted that was my fate, but I wanted to escalate my repeated issues up the chain. She refused to let me speak to a supervisor and when I asked for an email instead, she told me there wasn't one. When I said, I found that hard to believe, she completely lost her crap on me and told me I was disrespecting her! And went on to ramble about how God had placed her at her job. I sent an email to corporate and her team leader almost 3 weeks ago and have not received any response. I love the design of the furniture, but they have lost me as a customer. This is the kind of quality and customer service I would expect from Ashley - not Pottery Barn. Their incompetence and atrocious customer service is ruining...

A lawsuit filed against this company for racism (woke agenda) Sept 2024

I purchased a sofa & chair from this store April 2024. PB has yet to post my review so I’m posting on other places.

I’m experiencing the same. My home is outfitted with the family brand over 20yrs. I order the York sofa from Kenwood Mall OH. They were nice & eager for the in store purchase. But it’s has been nothing but a hassle before leaving the store. Here’s the highlights

store open CC but didn’t set it up as 12 mo no interest. They fixed it $475 + tax “white glove delivery “ was charged twice. Took months to fix & many hrs on the phone Sofa was able to deliver 3 or 4 wks past “worse del. date” quoted when purchased in store (many hrs on phone pushing) so called “white glove delivery” were non English or Spanish speaking men who broke things in process. 1.How can they read road signs ? 2. How can the customer communicate issues if they don’t speak English? Nothing from PB regarding broke items 2 wks with sofa & went to adjust cushions only to hear a horrible spring sound. made claim with PB with video they sent out a furniture repair person who couldn’t figure it he problem out PB offered a 20% discount to keep it. I rejected & asked for a replacement that meets quality standards (spring sound got worse over the wks) Try to post a review on PB with video. Received email accepting the review BUT I have yet to find it on the site Received replacement sofa 2wks ago Delivery team didn’t speak English so how can i communicate? Same issue with replacement sofa as the 1st Typed the info into the delivery guys phone before he left & emailed PB about the quality concern. Why did this leave the factory without being checked????? Yesterday PB reached out & gave 2 options Keep sofa as is. No discount… nothing for ALL the Hassle with this entire process They will pick it up & take it to a “shop” to be hopefully repaired. How long does this take? Not sure & they can’t tell me. I’m expected to be without a sofa for who knows how long. Outside of 2 chair, it’s the only seating we have & I have teens Sorry for the long review & it’s only highlights over many months. It’s been exhausting, frustrating & disappointing. Obviously they’ve lost a customer but they DO NOT CARE. What had happened to corps in...

I just had my first experience, and last, experience at this place. While looking for kitchen bar stools, we were helped by an associate who was absolutely wonderful! She showed us a set of stools that were perfect for the kitchen. After we committed to buying them, the associate put a “Unpaid Hold” tag on each stool. We then proceeded to the counter to purchase these items, but someone at the counter said they were already sold because “the tags were missing”. Apparently, the procedure is to remove tags from any item you’d like to purchase. As a new customer, I had no idea that this was the procedure (since it’s not marked or communicated throughout the store).

After a few minutes of debate, confusion, and frustration, we were told that the stools had not been sold. This was great news! So, we purchased them! I then went to get my truck to load up the stools. When we got back into the store, the stools were gone… and sold/given to the first customers (who supposedly didn’t want them anymore). This whole situation was extremely frustrating and mishandled.

While I certainly appreciate the floor associate and manager in helping with the “sale” and issuing a refund, I find it ridiculous that two other workers had a horrible attitude, couldn’t seem to be bothered, AND assured us they’d make sure the stools were ours. Again, the stools were not ours… they were sold so someone else. After we had already purchased them… and had them marked with tags.

The whole experience was awful! Their communication in the store was horrendous! And I will certainly never be going back.

The solution to all of this was “we can let you know when more come in”. Living in northern Ohio, this wouldn’t have mattered. The stress, the hassle, and the complete lack of customer appreciation will prevent me from ever shopping at another Pottery Barn.

I hope this location sees my review and finds a way of revising their communication on how to shop by “removing tags”, so other customers don’t have the same experience we did!

Thanks for the refund, manager. Thanks for your wonderful help, floor associate. No thanks goes to the other employees who made my first, and last,...