Pottery Barn — Local services in Town of Eastchester

After purchasing some sofas from Pottery Barn, I received email solicitations regarding what seems to be a new offering from Pottery Barn: free virtual design services. I was delighted for this kind of service, as my husband and I are currently renovating a few rooms in our home. It being convenient (virtual), from a reputable company, and free was something I looked forward to as a potential repeat customer. I signed up for a session but unfortunately had to reschedule it, which I did for several days from the initial booking date. Someone from the White Plains location reached out to me about this initial booking date, which was thoughtful.

With the rescheduled session that I signed up for, I expected to have someone reach out to me with a Zoom or Google Meet link. When no one reached out on the day of the rescheduled appointment, I decided to call the White Plains location just to make sure I followed through on my end properly for the virtual design session. I was met with what appeared to be a frazzled design expert. They were willing to consult with me over the phone but I was bewildered about what happened to my scheduled virtual appointment. When they did not offer an explanation, I inquired about what happened. The expert said they were not a part of the management of the appointments, that they were busy in the store and could not get to all of their virtual appointments, but that they were willing to help me with design options if I sent photos of my space. I found this to be an odd response to a service that Pottery Barn solicited me for, regardless of who is in charge of managing the service. It seems that Pottery Barn needs to rework the logistics of this service if they desire repeat customers.

My parents have used Pottery Barn for decades and I came to this company for my first major furniture purchases with a sense of trust and confidence in their professionalism. This experience is making me question if this company maintains the high standard with all of their services. After reading other reviews from several years ago regarding overwhelmed staff, it seems the trend continues.

I would appreciate follow up on the state of Pottery Barn's virtual design services. I was not given the opportunity to speak with a manager during my phone interaction with the expert. I understand the case for being overworked and balancing several hats in a job, as I've been in the customer service industry. I however do not understand the case for a clipped, unsupportive demeanor towards customers. To that design expert at the White Plains Pottery Barn, my hope is that you were having a bad day and if so, don't sweat it. My husband and I stand behind exceptional ethic in the work we do and with those representing companies we support. The goal of this review is to bring notice to what seems to be a great idea Pottery Barn has in offering virtual design services and to bring attention to areas of possible improvement for the sake of a better experience for Pottery Barn customers and for Pottery Barn employees executing...

I was supposed to have a 12:30 virtual design appointment with Liz. She never called me! Around 1:00 p.m. I called the store and a representative had promised to get her on the line but never returned to the phone. I was on hold for 4 minutes! They are the most rude and inconsiderate staff ever! I have not shopped Pottery Barn before. They definitely lost a potential customer with me! I will never patronize Pottery Barn !

Update: Liz called me and said that she had a hard time signing me on to Microsoft teams. She was very apologetic. I expressed to her how inconsiderate it was of her not contacting me regarding the delay. So I'll proceed to work with her.. we'll see what happens.

Update #2: the designer list came up with a mock design for my living room. I had questions about it. I expect to hear from her within the next day or so. Thus I added two more stars for...

My husband and I walked into Pottery Barn on 12/6 needing a miracle because the nursery furniture we ordered from a different retailer was not going to come in time. Liz met us at the door when we walked in and we explained the situation - she went right into action mode. While she didn’t have any floor samples of nursery furniture, she walked us through the options available online and what would actually come within the shipping timeline we needed. She was calm, informative and made what was an incredibly stressful day actually fun.

Within 2 hours of purchasing, we received the email to select delivery and everything was delivered a week later on 12/13 (but could have come as early as 12/11 if we wanted!). I could not recommend Liz and the Pottery Barn Eastchester team more - thank you for the...