Pottery Barn — Local services in Town of Huntington

I planned to furnish most of the house with Pottery Barn furniture. On July 28, 2021, my mother in law, my husband and I went to the Pottery Barn store in the Walt Whitman Mall in Huntington Station, NY with the specific purpose of purchasing the Oakleigh king bed, two Oakleigh nightstands, and two Oakleigh dressers. We waited over an hour for a store associate. We finally gave up, and went to the cash register to place our order directly since there were no associates available to assist. We were told the order would be delivered between November 7-28, 2021. November 7, 2021 came and went without any update from Pottery Barn. Then December came and went with only an email here or there. Then January hit, and I thought it was time to call to find out what was going on. I spoke with a very helpful associate named Sean who told me the full status of all of the furniture that we ordered. Sean apologized for the delay and agreed to note that we would receive 15% refund on our order due to the delay and lack of communication on Pottery Barn's part. I finally received word that the nightstands and dressers were ready for delivery. We were immediately charged the full amount for the entire order. The dressers and nightstands were delivered and the delivery folks left. A week later, the bed was supposed to be delivered. Allan, the delivery lead, and his assistant showed up on February 8 and unpacked the boxes. I overheard Allan on the phone, and nothing was getting installed. 20-30 minutes later, Allan called me downstairs to tell me that they did not have the entire bed on the truck and they were missing a minimum of one box, which was the box that basically had the entire bottom of the bed including the headboard, foot board, bed sides and the slats. After many conversations with Allan and a Pottery Barn representative named Kelley, the delivery folks left the pile of unassembled bed pieces in my extra bedroom and left. Kelley requested a box search on my behalf, and Kelley told me that I would hear within three business days, by February 11, 2022. On February 11, 2022, I did not receive any communication from Pottery Barn, so I called Pottery Barn customer service again. I spoke with a representative who told me that they needed one more business day to look for the bed pieces. I reluctantly agreed, and she promised I would receive a call back on Monday, February 14. Of course, I received no phone call on Monday, February 14, 2022, so I called Pottery Barn yet again. I was hung up on by three different associates before finally getting on the phone with Taylor. Taylor told me that there is nothing that he can do to assist, so I was transferred to a supervisor, Tamera. I can honestly tell you that Tamera is the nastiest, least friendly supervisor I have ever come in contact with in my 32 years of living. Tamera proceeded to tell me she "understands" my situation about 40 times, but then pivoted to tell me that she has no idea where the furniture is after speaking to someone at the delivery hub named Lois, and this is my problem. Tamera then told me that my only option was to order a replacement, which means I would have to wait until May 31, 2022 at the earliest for the bed, the bed that was originally ordered on July 28, 2021. When I asked about financial compensation, Tamera told me that it was the Williams Sonoma corporate policy to not offer any kind of financial compensation to customers, and that she would not be able to honor the 15% off that was given to me by Sean back in January 2022. In fact, Lois from the delivery hub was so horrified by the conversation that she separately called me and told me she could offer another 5% off, but by this point, it was so clear that Pottery Barn no longer wanted my business, so I declined her offer. I proceeded to cancel my entire order and asked for a full refund. It took over 3 weeks to get the full amount back. I will never shop at this...

First off - only reason I give this 2 stars is a. for the product, and b. for the pretty holiday gift wrap...anyway! It was my first time shopping in this location, and in my other trips there are a few different places that you can check out to speed things along...NOT HERE! I stood on what i assumed was the checkout line, only to have the person in front of me and the cashier walk off together, not say a word to me or the people behind me...and left us in line for twenty minutes...yes twenty minutes. Not a "sorry, this register is closed...I will be right back...you can't pay here"...NOTHING! Was I the only one annoyed by this? Probably because as I am looking around hoping the people behind me are just as frustrated, I am let down tremendously. okay...so I make a trip to another register...same thing! People are talking amongst themselves, not caring that I've got my hands FULL with items because these people are not bright enough to make their baskets capable of holding items such as their giant fur throws...but anyway, no help there...I walk away annoyed and flustered. Finally, I see two employees just standing there talking to each other, and not wanting to disrupt their conversation, I wait there for a second with my finger up a tad...signaling that I just have a quick little question and I am doing my best to be as little disturbance as possible...don't ask why I am still so kind. After standing there for a little while longer than a second - mind you I am not even inches away from these women. They continue talking. So I speak up and say "excuse me"...NOTHING!!! They don't even look at me!!! As if I am invisible. I can't be seeing this clearly, can I??? So I ask again..."Excuse me miss..." NOTHING AGAIN!!!!!!!! I am trying to incredibly hard to keep my cool. "Excuse me ma'am where can I checkout?" FINALLY this older woman looks at the items in my hands...not even at my face and asks me, "what?" WHERE CAN I PAY!? my tone at this point is clearly ticked off. She says not a word, and points to my left "you can pay up there" in this tone that I take as "what are you stupid, have you never shopped at Pottery Barn before, you cheap little girl" I kid you not, that's the message I received just from her tone. Eventually, I make it up to the register and it is my turn to check out. I am mid check out when this older hag comes around the register, looks at me and asks me "did you find everything okay today"? LOLOLOLOL I want to roll on the floor in giggles. I respond with the nastiest comment I can form at the moment. "Yes I did, and not with your oh so friendly help." From there, I continue to tell her how obnoxiously rude she is, how can she treat hard working customers this way - especially so close to the holidays? I also tell her just a little info...that I too work in the service industry, and how I would never dream of belittling a customer in the manner that she has. I also for the last little nag tell her with my bag in my hand that I hope she has "nasty holiday" Never have i encountered such rude, nasty, unhelpful, lazy workers in my life. Surely, she is someones mother...grandmother...sister. How?!!!!! SEE YOU NEXT...

Several months back I ordered my Oakleigh bedroom furniture, which is not cheap!! I finally got it after a long wait. Even that day I felt like the sales people were inattentive and acted like you coming in was an inconvenience. I came back yesterday to purchase my bed linens and some holiday decorations. Again the service was horrible. I asked one lady who was straightening out some shelves for assistance and she told me she was busy..like wow!!. I went up to another associate and asked if she could help me. She told me she was in the middle of something on the computer and I have to wait. She never came over and when done just simply walked off right by me! The third person did the same thing. The store was not even busy. About 5 people in total browsing around. I really felt like they had no intentions of helping me. I spent thousands of my hard earned dollars there because I genuinely like their products but honestly the staff at that particular store leaves a lot to be desired!! They need customer service training from the management down!! I honestly felt that maybe I was not of the right skin color and maybe they felt like I wasn't going to buy anything but after looking at some reviews it's happened to others too. Pottery Barn needs to pay attention to this store and do a major overhaul of their staff and hire people who put clients first before tidying up shelves and talking with each other. Needless to say I left all my merchandise there and walked out and I said that I was disappointed in the service to one of their "busy associates" (chubby girl, shoulder length black hair white shirt. jeans and boots working on 11/25/22) and she couldn't care less!! She looked at me and said nothing!! Guess sales is not a priority there and basic manners were never taught at home. I won't shop that particular...