Pottery Barn

These people are horrible at this store. I tried to get help multiple times the service was unapologetic and sweatshop mentality. The employees seem miserable. They don’t know their stuff about hardly anything and the customer service sucks. Incredibly unfriendly atmosphere.

I have been shopping at this PB since we relocated in 2014. I purchased my bath towels, dishes and bedding there. Anytime I have had a problem with them, a chip or snag in a towel they have been gracious enough to exchange the item, no questions asked. This would NEVER happen in So. Cal where I am from.
Recently I went in to exchange some towels that I had purchased because all four of them had some sort of defect in them. They were not cheap towels so I was surprised they did not hold up. The manager was great! She found similar towels for me and exchanged the 3 I brought in and then replaced (no charge) the one I had given away because was damaged. She was really helpful and professional. I think it’s worth it to pay a little more when a company stands behind their product and PB at the Arboretum definitely does that!

Terrible customer service at this location.
I’ve never experienced as poor of service at a Pottery Barn than this location.
Staff are not friendly and not engaging to the customer.
Even with making big purchases they are unwilling to help.

Extremely high praise is due for Cameron at this location.
I recently had a shipping problem with an order placed for a wedding registry. Long story short, Cameron went completely out of his way to investigate the parcel/​items and followed up with me by phone numerous times to ensure I was informed on the status of the search. He then provided me tracking information and confirmed the successful handling of my items. Truly outstanding customer service, other customer service personnel should take lesson from this case study in professionalism.

Worst customer service ever again employees thinking their superior to their customers. Asked employee Tray if they had a bedding sham in a different size we tried search on the floor and didn’t find it, and he responded you want me to look for it? Um yes! Seriously why are you over staffed and give the crappiest service ever. Just left the store gonna bye my stuff online ugh! Annoyed

Our sales rep (Joni) was amazing in helping purchase our living room rug and bathroom towels. We were taken care of and our sales rep was extremely helpful and she went beyond to make sure we were happy with our purchase. My rug and rug pad both came in on time and in perfect condition. Thanks Joni!

PB does it again! I needed a gift last minute. I rushed around and found what I needed. There was a 45 minute wait for gift wrapping so the sales associate went above and beyond, getting a nice PB box and ribbon, wrapped it all up nicely for me. Keeps me a loyal customer.

Great quality!

While the products are nice and good quality… DON’T BUY from the store or online. The shipping charges and sur charges for shipping are ridiculous ! We will never again buy at the retail store nor order from online… there are other options offering quality products. They add surcharge shipping costs with no explanation why or what the costs are for. Also, at this store did not have great customer service. Clerk was very distracted and had to be asked to focus on sale.

I don’t normally leave reviews unless it’s a positive one, but the service here is so overwhelmingly bad that I’m making an exception. I’ve had three very negative experiences in a row at this store, and I’ve had it. I am not returning here again.
It’s not as though this store is understaffed as there are always plenty of people. The problem here is that most of the people who work here are unpleasant, snooty, judgmental, obnoxious, and condescending.
At some retail stores you sometimes find folks that are only nice to people that appear to ‘be a potential sale’ that look like they have money. I understand the impulse, but I avoid folks like that like the plague. The folks here aren’t nice to anyone – they aren’t even nice to the ‘potential sale’ folks. I bought a large sectional for about $ 5k from this store once, and it felt like I was bothering the person that was ‘helping’ me.
I make a decent living and my attire reflects this. Yet even as a well-​heeled man with good manners and money to spend isn’t treated nicely or kindly. The pervasive attitude in this store seems to be that we are all second-​class citizens. Some of the folks that work here have been in the interior design business too long because based on their attitude they clearly don’t enjoy it anymore and they are rude & snobbish towards everyone.
Don’t take my word for it. See it in action for yourself. Walk into the store and just listen to and watch how the folks here interact with people shopping. Oh, everybody gets a greeting and a ‘can I help you find anything?’. Check. Yet there are no genuine smiles, no personal warmth, and no inviting eye contact to be found here. The service would be greatly improved if they simply left people alone – that would be better than the evidently fake ‘can we help you’ delivered with the underlying snobbishness of people that don’t even seem to enjoy their own profession.
Shopping here feels like rewarding bad behavior. As for me, I’ll take my money and my spending vote elsewhere.

We started coming to PB on December 2013. We came in to buy bedding, comforter, and a duvet. Gio was our PB specialist that helped us. She is amazing! Before we knew it we were hooked on PB! Throughout the year we would come in and use our PB money and coupons. This past Black Friday we bought all furniture for our living room. Our bathrooms ate getting made over too! Love the Turkish towels! Then have come back again to schedule an in home consultation to design our sons bedrooms! Little by little our house is transforming into a PB showplace!
When our military soon came home he was speechless from how exciting and gorgeous the house looks!
Thank you very much Gio for becoming our PB go to guru! Also Terri has welcomed us with warm arms!

Customer service has been slammed on here and if it is because the sales staff are over the age of 21 I don’t get it. Yes there were sales associates over the age of 50 but IMO they need to eat too. The staff was competent and I had three different sales associates (ranging in ages 30 – 50) help me, I don’t think I was being profiled by my looks.
I received great customer service and not having a car large enough to purchase items at this location I asked if they would assist me in getting those same items from a Houston location and they were gracious to do so.
Selection of what I wanted at this location was different than the closest location to me and of course that is predicated on the market share here. The store was brightly lit, clean, the selection of linens and bath robes and furniture were plentiful. Lighting inventory limited but a large focus was on outdoor entertaining.
Comparable to Ballard Designs, Frontgate, W/​S Elm, sale items were scarce but the season changes are a factor. Great parking.

Worst service. I walked in and out of ten sales people, not one of them said hello, made eye contact or asked how they can help?
I had a $ 500 gift card so I was intended on spending it.
After 10 minutes I walked over to zgallerie next door which I was pleased to announce had customer service training. I made purchases and then thought I should try pb again. I walked in again and experienced the exact same cold welcome.
I find an item and wait patiently behind another customer that’s being helped by 2 sales people. Neither of those two made eye contact, told me they would be with me shortly, or even noticed I was waiting. 5 minutes later, another customer stands behind me. I place my large vase on the counter because it’s heavy I’m tired of holding it .
The customer in front finalizes her return and the salesperson quickly skips me and asks the lady behind me how she can help? Are you serious???

Awful awful awful delivery system. They never notify when the furniture will delivery until the truck is out of your house. So for Pottery Barn you don’t have a life. The don’t have any logistic process or system for deliveey. They don’t send email or call. Even if you call to call center each person or representative has a different version date or hour of delivery.

My boyfriend and I walked around the store for a while and no employees offered assistance. My boyfriend also went to the same Pottery Barn a month earlier and was not offered assistance.
We went next door to Z Gallerie and received excellent customer service from an employee and store manager. We also went to Restoration Hardware and received excellent service. We purchased our couch, love seat and dining room table from Z Gallerie and will purchase our leather couch and chair from Restoration Hardware. Pottery Barn, please train your employees to offer service to every potential customer.

I registered here for my wedding because I absolutely love the design and have a few items from here that I consider precious. Although my wedding was awhile ago, I had two sets of towels that had never been used and I had every intention of monogramming. I brought them into the store to ask about the monogramming process. Let me add that maybe because of my workout clothes attire, they had no intention of taking me seriously.
The first thing the woman did at the front was comment very loudly on how LONG AGO the items were bought. She called over another associate and echoed the sentiment. If you have been in this position before, you know it’s super embarrassing to be «shamed» in a store. However, this same associate let me know that if they still carried the towels (by the way, they are PB classic towels, so they still carry them), I could return them and order them online with monogramming. This is a great solution. She sent me to the next associate in the back who knew towels.
This woman did the same thing, making a huge issue of the fact that these towels were purchased awhile ago, and even asked if I was sure I hadn’t washed them. Mind you, they had never been out of the box.
Then, she went ahead and spent extra time giving me credit for the previous price of the towels. They have gone up a few dollars this year, and she gave me credit for the price they probably were when purchased.
So to sum up, towels that I didn’t want to return, just enhance with monogramming, were returned for less money than the cost of buying them again. I found this process insulting, unkind, and overall unfair. This is a prime example of poor customer service and a failure to build a lasting relationship with a customer.

Pottery Barn Kids has the WORST customer service on earth!!! Never ever buy their furniture. They tell you that they don’t charge for the merchandise until it’s shipped and that’s a lie. They are quick to take your money and they suck in delivery. The customer is at the mercy of the company — sad!
Please don’t waste your money on this company and their imaginary customer service!!!

The staff here is essentially useless.
I went in with a $ 100 gift card to spend and after 45 minutes of wandering, I inquired about their wineglasses. The story went like this, «I would like to purchase some lower end wine glasses I won’t have a meltdown over if they break». With a disapproving face she led me over to the wine glass case, «these are the least expensive glasses, we have white or red wine glasses available.» «Those look like they are the same exact glasses». «They are not!» she growls at me and launches for two glasses in the front of their respective rows. She proceeds to get snippy and, after scrutinizing over the labels that had matching numbers and bar codes, finally says, «well, I guess they are. How many do you want?» and stares at me.
I bought eight. I’ve already broken one. I didn’t get mad over it.
They probably have 20+ people on the floor at a time and not a single person asked me if I wanted help. It might of been that I didn’t look like someone who would buy the $ 9,000 coffee table, so I wasn’t worth the effort. That’s fine, I spent most of my gift card and won’t be returning. Glad I didn’t have a registry with them.

I returned to pick up a floor lamp and shade. I had found it via their website and called the store to make sure they had it in stock and they said they did. When I walked in they still had a lot of Christmas decorations and was told they were going on sale soon and were going to ready for spring. The sales guy got my lamp and shade and quickly ringed me out. Another guy carried the lamp out to my car which was nice. The last time I purchased a large item here I had to drive around back to the loading dock. They were nice here and the quality of their products is excellent and always my first choice in searching for any home items.

«Bare Essential» sheets and pillowcases. I will never purchase another set of linens anywhere else. Soft, smooth, light as a feather and reasonably priced for the exceptional quality.
You can thank me now, or after you and your significant other have rolled around on them.