Pottery Barn

Please note that this review is strictly based on my experience with their phone / email customer service for an order placed at the store. The store staff was wonderful, but definitely not the ones I had to deal with after placing the order.I placed an order for a mirror. 2 weeks later I noticed the funds were reversed and checking at my emails, I received one stating my order was canceled.1 day later after the cancellation, the funds matching the canceled order total get debited again. I then decide to email customer service to know why was I charged for a cancelled order ( please note that the status online was still canceled and I checked before reaching out to them). I got a reply confirming that my order was canceled and that the funds were only pre-authorized and not debited which can’t be the case as I used a debit card. However, I then asked them why would they do a pre-authorization after the order was canceled. They never answered my question. They just kept saying the same thing over and over: that my order was canceled and they will release the funds soon ( never stated a real turnaround time ).5 days after those ongoing exchanges, I still haven’t got my money back. I had to call the call centre during my lunch break. Spent the whole hour trying to figure this out to finally discover that my order was canceled and that 1 day after, they used my information to create a back order without my knowledge and consent. The girl I spoke with ( Maddie) has been the only helpful person in all this messy situation and fid all she could to finally cancel this order.That whole email exchange was definitely top 1 of the worst customer service I received. Being gaslighted by being told that you don’t know what you’re talking about when you’re actually not wrong and the fact that they just ignored my question every time ( many many times) I asked why would they make a new transaction when order was already canceled and I got funds back. It’s scary to give such companies your banking information knowing that they just go ahead and make transactions that they are not allowed to do without your knowledge and they have the audacity to refuse to explain why. I would have understand if they would say that it was an error and would have apologize. However, in order to get that I had to spend a lot of time exchanging frustrating emails and spend more than 1 hour on the phone.

Love everything about this store; from the service to the collection and even their tiny little clearance section with the fun finds. Beautiful quality and timeless assortment.

amazing furniture store , very comfy sofas but pricy!

Given some of the negative reviews, we were apprehensive about making a visit. Once we started looking around, yes things are pricey here but we expected it seeing the place marked as a $$$" on Google Maps.We bought a woven pumpkin at 75% off. Some of the reviews mentioned how customer service was terrible

Very rude staff. Was given the wrong items and when I had to go back there wasn't even an apology but being told well that sucks for you. Having spent thousands there I would never be back.

Ordered from them 4 months ago a table, bench and 3 chairs. Only one of the chairs has arrived after 3 months of waiting. When calling them, they have no idea of where the other 2 are. After another month, another chair has arrived, after me calling them multiple times. They seem to order the chair as you call them. Still waiting for the other articles. When I call them, every time it is a different status, and none knows what’s up.Worst costumer experience ever…

The store has great products but the customer experience falls short. Once you finalize your purchase, they couldn't care less of how you bring it home. One option is to pay $179+tax for delivery. The other option is that you pick up your item yourself with a $29 U-HAUL. They lack packing material, and they leave the purchased item in the showroom until you pick it up. Heck, I had better experiences purchasing something from Kijiji.

I purchased the Buchanan Roll Arm Upholstered Sofa and matching chair, and I opted for a more family resistant fabric. One year later, the chair is popping apart - the sides panels are gaping. The stuffing in the arm of the sofa is poorly done, after 12 months we now perfectly feel the hardness, edges and shape of a two by four piece of wood in the arm of the sofa. My hope was that by paying more, I was guaranteed a certain level of quality to enjoy the sofa for many years to come. Customer service simply turned me away and had no interest in repairing these defects. There is no sense of responsibility or of standing by the quality of their products.

I bought few items for my newborn son. The pottery Barns has a lot of good quality products but they have some of them only online that’s why they lose one star. And there is a fee for delivery if someone buy online.

I recently had a disappointing experience at this store. I had placed an order for a monogrammed item well in advance, but when I arrived to pick it up on the agreed upon date, it was not ready. The cashier was incredibly rude and unapologetic, which made the situation even more frustrating.To make matters worse, when I tried to return an item that was purchased but not used, the same cashier was once again unhelpful. Despite my polite request for a return, the cashier was dismissive and made the process unnecessarily difficult.Overall, I was disappointed with the poor customer service and unprofessional behavior of this cashier. It's a shame, as I have enjoyed shopping at this store in the past, but I will definitely think twice before returning.