Pottery Barn — Local services in Town of Victor

Customer service at this store was HORRIBLE!!!!! I also wish I could give a lower star but there isn't an option. I wish I read the comments before I purchased one more thing from this store. Okay This might be long. Let's start with Nelson the "Opt Manager" I HAD my original receipt with me. Lets get that out of the way. The receipt stated that you had an extended time to return items that were purchased for the holiday season. The receipt states that gifts purchased from 10/15/20-12/24/20 may be returned by 1/31/21. Non gift items can be returned within 30 days. Returns with a gift receipt will be refunded in the form of a Merchandise credit. Well I HAD MY ORIGINAL RECEIPT. Nelson said I should have asked for a gift receipt when I purchased it. I stated that I wasn't offered a gift receipt nor did someone tell me that I needed one but I had the original receipt. Anyways if I had a gift receipt I would only get a merchandise credit. Nelson was RUDE and condescending and told me that I should have read the receipt clearly. I said I have the receipt in my hands and nowhere does is state that I needed a gift receipt. He refused to return the item that the receipt clearly gave me an extended time to return the items that were purchased as a gift. I AGAIN HAD MY ORIGINAL RECEIPT and it WAS WITHIN THE TIME FRAME TO RETURN! Nelson the OPT manager is horrible at his job because lying to customers and treating them as if he didn't want them in the store isn't a great way to get customers back in the store in the future. Nelson stated that he was the acting "Opt" manager because the general manager was going to be out for 10 days due to covid. This was a huge mistake to put someone in charge that obviously doesn't know customer service or even worse doesn't care to do what was the correct thing and return the item that I had a receipt for and it was within the time that I could return an item I repeat this again. During covid you would think treating your customers well would be top priority. If you treat them the way Nelson has is a sure way to make sure they don't EVER SHOP AT THIS STORE AGAIN! I'm Quite positive this store WON'T be in business in the future with people like Nelson who are in charge of their establishment ruin it for...

On June 3, 2023 I ordered the Mateo Armoire with a list price of $1499. The shipping and processing fee was another $499 plus tax and a delivery surcharge. My orginal order confirmation said to expect delivery between June 13-27. On June 23 I received a text to set up my delivery. The earliest option was then July 8. Today, 6/30, I happened to notice that the Mateo Armoire is on sale for $1274. Since the order hasn't been delivered, I called to see if I could get a credit/price match. After being on hold for 10 minutes, the rep told me she couldn't price match but I could cancel my order, then place a new order for the sale price and wait again to schedule a new delivery. Since I was annoyed that I couldn't get the sale price, I asked if I could just cancel the order. The rep said as long as the order had been delivered to the "hub" she could process the cancellation. It took her another 10 minutes to confirm that the "hub" had the armoire. Before she proceeded, I asked if I would be getting all of my money back but she said that I would have to forfeit the $499 for shipping. I'm very unhappy with this entire experience and cannot believe Pottery Barn will not offer the sale price. This is not a customer friendly company and the dates they quote on confirmations mean nothing. I will NEVER purchase furniture from Pottery Barn again. Fingers crossed I will actually get this overpriced armoire on July 8. ...

We ordered a pottery barn table on July 17 with an estimated delivery date by August 8. A week or so after we ordered the table appeared as in transit to delivery center. As August 8 approached there was no other update on the table. We called customer service who said they would take a note in our profile to call us back with an update once they checked with the “hub.” We never received a call back and all of a sudden our expected delivery date changed to August 28. A couple weeks passed and there was still no update or change in status. I called customer service again and was greeted by someone who didn’t seem to care at all and then immediately forwarded my call to their delivery vendor. The vendor said their soonest delivery date is September 12. I called Potter Barn customer service again on September 7 to confirm this and to make arrangements for someone to be home on September 12. The rep said there was no record of our table being scheduled for delivery. Honestly it’s the worst customer service and shopping experience I have ever had. Will not be shopping...