Pottery Barn — Local services in Winter Park

Other reviews state it already, but the customer service and customer experience is poor. One design associate we spoke with was helpful, although clearly a bit biased in her opinion on the styles compared to other brands. I can understand the bias, though, and she helped us pick out some pieces we will be happy with (assuming good quality with the brand). We were spending $7.5K furnishing a full room in a new home and wanted to make certain the pieces fit together. To be sure, we selected our items, but didn’t purchase right away, so we could go home and confirm our planned layout.

We called back, and spoke to another designer who was clearly very bothered about taking such a small $7.5K order for her colleague. It was to the point where I asked her if our sizeable purchase was typical for her? She was very happy to tell us how this store does $6M per year and sales like this were very normal for her.

We weren’t looking to be pampered. But, anytime you’re spending 5-figures furnishing a room, and there are no returns, I think it’s ok to finish the design before buying a piece you might like. Clearly, Pottery Barn in Winter Park felt differently, and my wife and I just didn’t have enough class to be there.

Our order was so insignificant that they got my email incorrect, and I am getting zero updates on delivery. Why would that be important?

We furnished the rest of our home at Ethan Allen, which was a bit more expensive, but better quality product, and they weren’t stuck up about it. I don’t plan on buying any more Pottery Barn pieces in the store. I’m not cool enough for that school. The website is fine and has more accurate information without the arrogance. Restoration Hardware, Ethan Allen, and Crate and Barrell all have as good or better product without looking down their noses.

Update: Received one piece of our order. Still no word on the rest. The one piece requires installation, and upon inspection we found that this part can not be installed appropriately because they shipped a defective component. See the picture which shows the defect. Great job, PB! Be arrogant at your point of sale and then ship a defective product. Let’s see how this...

What has happened to Pottery Barn?? They used to have great customer service and products. The in store staff here are great but they are handcuffed by company policies. I ordered an expensive chair - online 11-24-23 which was supposed to be delivered to my son on December 8, 2023 as a Christmas present. I have had the biggest run around and list of excuses on why it still isn’t here 4-7-24. Both my son and I have made many phone calls and I went into this store. I was told they were updating their system & it was going to become easier to see where my furniture is. Well it’s not. Three calls ago they told me it was at the delivery hub but it was on hold waiting for my second chair to arrive- I only bought ONE chair. Then they promised a follow up call and a delivery call two weeks ago. The follow up call was a 2 min call from someone saying they were working on it & it would be taken care of that week. Two weeks later I just got off the phone- I was given deliveries number, asked that a leadership person call me and told them it is a little frustrating that I am now going to have to do their job trying to work with their delivery company. Who knows- will my son ever get his chair? I am very, very disappointed with this experience. At one point in December they had the chair in stock through the catalog yet wouldn’t let me cancel my “special” order. Ya - if’s a “Special Orrder” special at causing me more aggravation, frustration and anger. I have been a huge Pottery Barn shopper for over 20 years- Customer Service has gone down, much of the quality seems to have gone down - I will be looking at other options for future home purchases. So...

After furnishing a 5000 sq ft home almost exclusively from Pottery Barn, i recently had an issues with these outdoor pillows. 4 were placed outside on a covered patio, no direct sunlight. 2 have not been used it. Within 2 months the embroidery had not just faded but completely changed color. The designer who assisted me asked me to bring in the cushions for a refund. I started my 3 hour round trip journey to the Winter Park branch when she messaged me to say the store manager, Francesco, was refusing to credit me. I called him and was appalled at his lack of customer service. He was insisting I was outside the 30 day return period and would not let me explain that that applied to customer's changing their mind - not blatant quality defects. He just spoke over me. I posted on my decorating FB groups asking if others had experience this and was flooded with complaints - many about this exact product! When I got to the store one of the managers said she had "reported" me for going onto FB! It is my absolute right! I will never put a foot into a PB store again. Still waiting for a...