Pottery Barn — Local services in Town of Guilderland

Extremely disappointing experience here. I picked up some salad and dinner plates for my mom’s birthday. Shortly after, she let me know that she wanted the ones with rims, not the coupe style. I called ahead (I live a ways from Albany) and explained the situation.

The employee was helpful and told me that they had them in stock and I could come exchange the dishes. That very afternoon, I made the long drive to the store. I talked to the same employee who had helped me on the phone. She came back up front and said “sorry, we don’t have them in stock.” I was not unkind but was confused. I reminded her that she had told me they were there shortly before. I was given no other explanation other than “sorry, we had a busy afternoon.” This seemed like an excuse but either way, I was frustrated that I made the trip only to find out 1) the dishes were never there or 2), they were but sold them despite knowing I was coming to pick them up.

My only other option was to order them online. Which is okay. But the online order comes with a hefty shipping fee. I explained that I felt that I shouldn’t have to pay shipping. They should be shipped for free to the store since I was in the store with the expectation that the dishes were there. I was told that they would not cover the shipping. Then called corporate, where I spoke to a very snippy customer service representative. I waited for nearly 20 minutes for her to tell me “sorry, you have to take it up with the store.”

Poor...

Horrible buying experience. Purchased three pieces of the modular bar unit. They came damaged and not built correctly. The drawer was too big for the frame, and wouldn’t close, the bread shelf pushed in too far and fell through the bottom, and the doors were attached crooked and couldn’t be adjusted. Called Pottery Barn for a return, and spent the extra time to book a ups pickup appointment. Spent several hours carefully repackaging the furniture, took time off work to be there for the pickup, ups dropped stickers and refused to take the boxes and said they would be back later. Brought these huge boxes inside at night and outside in the am for three days, no pickup. Called Pottery Barn back requesting my refund, they said they couldn’t process the refund until UPS picked up the furniture…even though it was clearly an assembly issue since they are now selling those pieces “open box” for $89 instead of the $1200 I paid, and I had already booked a pickup appointment and wasted my time waiting. Spent two hours trying to get my refund processed only to be told I have to take another day off work for yet another pickup appointment two days from now, since they won’t refund until it’s picked up. So- at this point, I’m out two days of work and about five hours of my time. Do yourself a favor and...

What happened to the friendly shopping experience at Pottery Barn? I’ve visited this store a few times recently as I had always enjoyed the Crossgates store, specifically the friendly welcoming and helpful nature of the staff there who went above and beyond. This store exhibits absolutely none of this. No one welcomes you, staff walks right by you without so much as a hello. An employee group sat gathered together on a sofa in what appeared a mini mtg while I was trying to find pricing nearby on several very heavy objects, struggling to turn them over. It was as if I were invisible. Upon checkout I was unable to use my substantial rewards, staff had no idea why and was unwilling to call their customer service line ( as Crossgates staff always offered) to inquire about the discrepancy. Essentially told me information that made no sense at all and then told me to figure it out myself by calling customer service. I was also inquiring about home design services as I had planned to purchase several large furniture items. I left without purchasing a thing due to the shameful lack of customer service and out right rudeness. District Manager: you are losing loyal customers bc your staff is not doing their job. At all. Crate and Barrell...