Pottery Barn — Local services in The Woodlands

I was pregnant with my first baby...been waiting a long time for this....and my mom wanted to get us something special. We picked out a custom wingback glider power recliner and placed the order. I was so excited despite the fact this was a very expensive chair. We were told it would arrive in 6 to 8 weeks. we placed the order on July 19th. We received no communication at all after placing the order. 6 weeks came and went. We called the store and were told it was still on time. 8 weeks came and went. Called again and were told it would be delivered in 2 more weeks. That's 10 weeks..not 6 to 8 as we were told. No explanation was given nor any apology made for the delay.10 weeks came and went...we called again. We were told the chair was sent to New Jersey. No explanation why this mistake happened, no apology for the delay, no effort to make anything right. We were told it would be delivered on the 5th. . I received a call while at work that the chair was being delivered. . It did not work. It would not recline. The motor would not come on. They took our chair back. We called customer service again. No apology. No plan to make this right. No supervisor would speak to us. We were told we could send the chair back (which had already happened) or they could send a replacement. He told me he would have someone call me that day or the following at the latest. I reviewed my phone number and specifically asked for a phone call NOT an email. I never received a call. We did get an email asking for pictures of the damaged furniture. I went in to the store at the Woodlands Mall where we placed the order. I asked to speak to the manager. I told her our entire story. She seemed empathetic and did apologize. She also took down our contact information and name. She told me that she would reach out to her district manager and they would call us back. This never happened either. No one from pottery barn has made any effort to make this right. I told her that day that this was a really big deal to me. This was the one big gift from my parents to me and the baby. I am their only child and this is their first grandchild. My mom has a house full of pottery barn furniture. We have cancelled our pottery barn credit cards and accounts. I told the manager that they not only ruined this special gift for me and my baby but they also lost an entire family of customers. I will never shop at a pottery barn again. Yes...this was that big of a deal and their lack of customer response made the entire situation even more upsetting. I know at this point they have no intention to make anything right or even have the common courtesy to give us a call and apologize. I received a call today from the shipping department. I was placed on hold for 58 minutes. I finally spoke to someone and got the ordered cancelled. We have still heard ZERO from the quality control department or anyone else. Every call we made to customer service was pointless and most of the people we spoke with were rude...

What horrible customer service. They tell you that your account will be credited for an item they sold you to tell you the vendor can't fill in order. They will charge your credit card amount of the item , the vendor couldn't fill, to then overcharge you, to tell you, a vendor can fill it. They will charge additional money and say an additional 3 weeks to the 12 weeks. They originally charged you.

They send you to a 3rd party credit, who will authorize a refund. However, 10 days later, there was no refund.

Then, they will say, "Management at this Woodlands location, has not authorized the refund!!!

I should have read the reviews!! What a nightmare of a company.

I enjoy being told that they receive so many orders from out of state that coming in the store is a waste of time. " Everybody orders online." Yes!!! I did order online and received items.. but Placed a 10,000.00 order FEBRUARY 2nd.. excepted date. April 17th-May7th.. so you will take my money in February and deliver, possibly???? May??

Obviously, another retailer that doesn't need customers. The workers will also let you know that they do the job for the fun of it.

I thought they needed a paycheck? I do. But at Pottery Barn in the Woodlands... they volunteer for the fun of it! I guess the "fun" is selling and charging for a product they can't deliver.

I filed a dispute with the credit card. Maybe DURING the WEEK, the corporate office is interested??

I say maybe because " Charles," who is the manager, is on vacation as of 1pm Friday, March 15th. Rosie and ?? Another manager will be following up. I've never heard from anyone on Friday.. Today 3/16.. " they are so busy" that the girl who answered the phone "in the back room" wouldn't be giving the message until her break. " Let's remember, they volunteer. who needs a break?? They close at 8 pm.. yep, it's my fault that I thought a large retail company could deliver what they promised.

Looking at the reviews, I wish I...

I love Potterybarn! Have had great experience with online customer service and buying. The store however is a mixed bag. Today I wanted to buy Mateo coffee table an associate told me it’s not available in store, I asked for it to be shipped to store so I don’t have to pay shipping which apparently they don’t do anymore. I asked if there is a shipping discount for ship to store but there wasn’t. I said I’ll just order online than. An associate called Kimberly proceeded to tell me that it keeps their store open and I can just come and pick it up or they can order to home. My point is if that’s the case than offer incentives to customers like ship to store free so I will come and order In store instead of from the comfort of my couch!! I refused and said I will think about it and left the store. I than remembered I didn’t ask if another store in the area had it. I went back in and couldn’t find the associate I was working with or Kimberly. I talked to another lady Shannon (super nice and friendly) and another older lady. They told me it’s not and offered to determine if there will be a difference in shipping cost between store and home. Kimberly walks in and tells Shannon someone else was helping her out and what does she want while I’m standing right there!! I understand there must be a system in place in store but I found that very rude to be talking about the customer right there and not even trying to conceal it or whisper. Kimberly definitely needs a refresher on customer service and relations. I did not appreciate her condescending tone or attitude. I do not expect associates to act like that at a reputable store like pottery barn! I will go shop there again but won’t be talking...