Pottery Barn

I purchase two Buchanan chairs under the 12 months interest free on the p. b credit card. I paid my bill for 6 months before I noticed that I was being charged interest. I called the credit card company and they said they couldn’t do anything about it. The store had erred and they were the only ones who could fix it. Over a 2 month span I went into the store several times and spoke to the manager on the phone numerous times with no results. After numerous excuses, I paid off my charge, cancelled it and vowed not to shop at p.b. again. Total rip off and no customer service. Chairs are now a year old and are not holding up at all! Never again!

It saddens me to write this as I adore store designer, Shelly and have found so many beautiful items at Pottery Barn. But, the truth is, the shipping logistics and customer service level has slipped to rock bottom horrific. While I have multiple examples of excessive delays, I will focus on the final incident. We ordered the ultimate rustic bar for a Halloween party and, of course it missed the deadline. It was delivered at the wrong time and they left the bar with my husband saying to go to the store to get the hardware, foot rest and other missing pieces. I went to the store and they had no idea what pieces were missing nor did they carry the hardware. After 90 minutes on the phone with the customer service department, we lined up an exchange with a brand new unit. The day the brand new rustic bar was to be delivered, I took the afternoon off work only to call at the end of the delivery window to find out that it was cancelled. They never called to tell me. I was furious, but we rescheduled the delivery. I took another afternoon off work when the new one arrived missing the same exact pieces and hardware as the first one. We gave up and returned both pieces and then the refund fun began. First they thought it was a cash purchase and said it would be 30 days to send a check. We furnished the credit card statement and proved $ 150 was «cash» — a gift card — and the rest was still on our credit card. Then, it took another seven days to receive the credit on the purchase. Our designer from the store called and apologized, but it was this final screwed up delivery was it for us. And, if you call their customer service department they just repeat that they are sorry but there is nothing they can do. Similarly, my sister had the same problems after taking off work, learning that the sofa was «not on the truck,» and having a chair arriving in the wrong color. It has consistently been a disaster to try to order furniture from Pottery Barn. We suggest this company hire some people from Amazon and get a clue about very basic warehouse and trucking technology and tracking for starters.

Although this is my 2^nd review of this PB, my opinion has not changed. I was not greeted, helped or checked out in a timely manner. I was made to wait to check out while 2 associates had a discussion about one of the purchases that they were waiting to make.
Thumbs down PB, you need a culture change at this location.

The worst.
I called to see if they had something in stock before I drove out there, the phone rang 17 times. Called again on my way there, the phone rang 16 times. No answer either time.
When I walked into the store no one was around. I found 3 employees huddled around a Halloween display and asked for some help with an item off the registry. One of them looked at me like she was sizing me up, huffed and said «I guess I will» (so sorry for the inconvenience of making you do your job!)
She went in back to look for the bar ware I requested. 10 minutes passed. 15 minutes passed. 22 minutes passed and she comes strolling out of the back room with one item, unable to find the second. I said I’d take the display, she went in back to go get a box, another 15 minutes passed.
Finally I asked another woman to speak to a manager and let her have it.
I’ve worked in sales for 15 years and I’ve never seen anything like this.
Professional Recommendation: FIRE THEM ALL!

In the mood to drop three figures on some throw pillows, then clean out grandma’s closet and find yourself a three carot cubic zirconia ring and a well constructed Louie knock-​off before shopping here.
The ladies (didn’t see any male employees) may give you the «time of day» but they’ll have to notice you first. Remember, this is the sacred ground of Somerset Mall.
(I would strongly suggest you head over to Capital Grille prior to your PB visit and try one of their $ 25 top shelf martinis. This will give you proper swagger.)
Anyway, Pottery Barn’s merchandise is really top-​shelf quality and even though you have to deal with their gatekeepers, the store itself is quite nice and tasteful. I wish I could click the **** above for that alone. Sorry.
So we thought adding several nice throw pillows to our new furniture in our living room would be cool. A few months ago we bought four pillows and winter-​style covers and they’ve been very nice. It was time to purchase covers for the summer months.
Through our encounter, I discovered the reluctant self-​described «pillow expert» to show me the selection. However, I didn’t measure the pillows before leaving home and described to our «pillow expert» the style and she confidently proclaimed that she was certain we had purchased the 24X24’s. Even though I suggested we could look up our original purchase in their «system» (because LORD KNOWS Pottery Barn is eager to track your purchase history), this was completely unnecessary because she knew «precisely the models we had purchased». Not. Upon arriving home, she was off by 4X4 inches.
It happens. I spoke with one of the managers by phone that I wouldn’t be able to make the one hour trek back to the store in the two week return window. She told me everything was cool and just ask for her upon our return the next time we were in town.
We finally returned. They exchanged the covers with no hassle. Though, upon entering the store and approaching a couple of the employees who were obviously engaged in a very important discussion about quantum physics and proper fermentation of Reislings, we were able to make connection to get a less-​than-​enthusiastic «and how can we help you?».
Oh well. You’ve been warned…
PS: I did look around for hidden cameras should they be shooting «Housewives of Bloomfield Hills» without us knowing…