Went in looking for a baby shower gift the lovely lady helped me place this order n it arrived in perfect timing The price was great for something that will last a lifetime,, Thank you for your great service n help ,, I love love this store n its decor read more

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This is a pretty standard pottery barn, but it stood out for its service when we wandered in to make a return. We had gotten a personalized lunchbox, but the personalization looked nothing like what we had ordered. They did an amazing job including sitting on the phone for many minutes for us instead of us having to navigate the labyrinthine phone system. Then they arranged for the existing one to be donated instead of thrown away. I'd come back here just because the staff are so helpful. Beyond that they do have everything that you'd expect from a pottery barn. In the past we've been able to walk in and buy things like kids' spider-man sheets read more

I came here to talk about the service at the Pottery Barn store in Bethesda because although the products are beautiful and mostly well made, the process from ordering our items (July) to receiving the last item (November) has been full of problems (minus the delays due to COVID which is understandable). We first went into the store and worked with a designer who was very nice and helpful and we ordered the Chesterfield Upholstered Bed, Ludlowe Trunk, two Flynn nightstands and lamps, Farmhouse Dresser, and various bedding like duvet, covers, and pillowcases. Everything came in various shipments which is fine, but the pillows sometimes came in just a box and a shipping bag. Other times in an old used box that was for something else. Had it rained or something, those pillows would be ruined. Other stuff came fine but the troubles we had was with the Ludlowe Trunk. For whatever reason, we were missing the hardware. We called and emailed several times. The designer that helped us originally said she would send some more to us but weeks passed and they never came. We eventually had to go to Lowe's and spent some time searching for the right items. The bed frame also left a lot to be desired. It needs a box spring, otherwise there is nothing to support the mattress and you just sag into the middle. Wish we were told or offered one because we had to order one when the bed finally came and it was a few more days before we got everything set up. Honestly, our old IKEA bed was 100% sturdier (but less PRETTY of course). read more

New blanket from this store. It's got stains and what look like pen marks. I hope the item is free of pests. I'll be asking for a refund. read more

Pottery Barn - Blanket - stain next to masking tape - Furniture Stores Near Me - Bethesda, Maryland

Pottery Barn Bethesda is one of the best PB's around. Customer Service A+. The General Manager Kristie, one of the best in this industry. As far as value most of the sales associate run the business and are stellar. read more

This is our go to Pottery Barn store. The store is laid out well tho a bit too busy to move around freely. But space is a at premium in Bethesda :) The store is sometimes not adequately staffed - specially afternoons on weekdays. And getting help right away can be a challenge. But the staff is friendly and always willing to help. On our most recent visit, we needed help buying a bed headboard and frame we the folks here helped us out making a selection. We wanted to checkout the swatches for the beds and the salesperson was very patient and answered all our questions! We like the quality of their products and appreciate the customer service :) read more

I caution you before buying anything from PB. We purchased a chair and when it arrived it was not what we expected. I inquired about the height and base and was told it was as it should be. In the same conversation, I was told by customer service that I could return the chair. I was surprised and questioned the legitimacy of the offer and the customer service rep got confirmation that the chair could be returned and fully refunded to my credit card. I considered the offer and took them up on it. This comprised a legal contract. They then came and retrieved the chair from my home. After considerable time, my card was not refunded so I called back. I was told that I was not allowed to return the chair and they would have to get approval for me to do so. I pointed out that they already had my chair. Pottery Barn seemed surprised and told me they had to get leadership approval. I asked to speak with leadership and was told that they are not customer facing. After time passed and I relentlessly contacted them, I received a store merchandise credit. This is not what I was promised nor what I want. I asked them to cancel the credit. It has been over a month now that Pottery Barn has had my chair. I have not received my credit card refund. They will not let me speak to someone who can authorize this transaction. I am disappointed to say the least. read more

Pottery Barn furniture and their rugs have been terrible quality. We had a rug that cost $1,000 that we ordered, and it fell apart after a few months. Pottery Barn customer service would not even connect us with a supervisor to discuss the situation. Pottery Barn supposedly gave us a year long warranty, but would not replace the rug, offer a refund or even have a manager/supervisor call us to discuss the situation. We have spent $50k furnishing several homes with Pottery Barn, but we will no longer buy from them given the poor quality and terrible customer service. And if we could give them negative stars, we would. read more

We've had a TERRIBLE experience shopping at Pottery Barn, both in store and online. We went to the store in Bethesda, were helped by someone named Caterina. Initially, she helped us with curtain rods and we purchased 2 curtains, 2 curtain rods and 2 sets of finials. One of each had to be sent to us from another store because they weren't in stock at Bethesda. Caterina assured us everything would match, despite coming from different places. When we received the curtain rods and finials from the other store, THEY DIDN'T MATCH. The curtain rods had OLD brackets that didn't match what we received from the store, which had NEW brackets. The finials also had a different finish. We had to go BACK to the store a second time to return those items. While we were there, Caterina gave us a hard time about returning the items and I had to say that I was extremely frustrated because she helped us and told us everything would match. So, she accepted the return and someone in the store placed an order for us online for a new curtain rod and finial. After almost a MONTH waiting for it to arrive, I finally received it and mounted both curtain rods only to find out that the one that was just shipped to us is DEFECTIVE! The set screws are jammed and do not loosen or tighten onto the curtain rod! I called customer service and they told me the curtain rods are now DISCONTINUED and the best they can do is allow me to return them. Now, I have to TAKE DOWN the curtain rods, PATCH THE HOLES and ship back one set with a return label, and then I have to GO TO THE STORE FOR A THIRD TIME to return the other curtain rod. THIS IS RIDICULOUS! I have spent almost two months just trying to get two curtain rods and have WASTED SO MUCH TIME AND MONEY ON THIS. read more

Pottery Barn Ghosted Customer. Wow. Pottery Barn Bethesda, designer Laura, and the manager Vanessa ghosted me (the customer). Background: Pottery Barn offers free in home visits to plan use of space and guide decisions for purchases. I made an appointment for in home visit two weeks ago. The appointment was for 10 am. They were a no show. We waited one hour. I called the store at 10:10 am to ask if evereything was ok and if there were any problems finding my home. I was assued by the customer service worker that the designer was on her way since 9:15 am, and would definitely arrive. At 11:00 am, Larua was still a no show. When I called PB to ask what had happened, Laura was put on the phone and said it was a mis-schedule. The manager, Vanessa, said the same. They did not have the consideration to call or contact me prior to say there was a conflict of apointments, but merely did not show up to my home at all. Vanessa, the manager, cannot mannage her team or the calendar. Not showing up to my home after email and text confirmations, as well as a verbal confirmation (my phone call to the store that morning) is extremely poor customer service, and quite disappointing. Pottery Barn, Vanessa, and Laura did not care to call or contact to inform me of their scheduling mistake. I do not want to return to work with a team who is this disrespectul of customer time. read more

I am one of the lucky ones that had good service and the rug I ordered was actually delivered one day early. Ordered on Sunday and arrived on Wednesday. Hate the traffic and the parking tho. read more

I must disagree with the previous reviewer who said the staff was helpful. The gentleman I just dealt with was snippy and totally unwilling to help. I tried to come in and return an online order that I had received as a gift for my son's birthday. The gentlemen I spoke with (who looked like a manager) was immediately short with me said it was a different system so even though I had talked to a rep over the phone who assured me I could get a refund, he said that was not possible. Also I needed help getting the heavy item out of my car but he would not help me, his "storeroom" guy was returning in half an hour and he could maybe assist me at that point. My transaction was with the same company but they were unwilling to do the refund because it was an online order? Terrible customer service and the extreme lack of care was surprising. Not a fan, sadly disappointed in this branch of Pottery Barn! read more

So, finally I received a complete bed, they installed and then offered a credit. It is just too bad I had to go through so much on an order that should have been easy. I appreciate their corporate customer service executive staff. The woman I dealt with, walked through the problems, and then offered a set of sheets to go with my new bed. I'm very pleased they made this right. I am grateful this is now completed. read more

I was ordering a gift from their wedding registry which also offered a discount code. I added 2 sets of dishes to the shopping cart and was looking for the place to put the discount code. Instead the site automatically placed the order, but instead of 2 it ordered 4. I tried to call immediately to correct it but customer service was closed. When I called in the morning just before 9am, the customer service operator said there was nothing she could do to correct it. I phoned back and asked for a supervisor who also informed me she could not correct the order. After more than five phone calls and four hours I finally got somebody who said they could redirect the package back to the company. This was the worst experience I've ever had ordering online. I don't know how this company stays in business. It was a horrid experience trying to purchase a gift. read more

I had called in advance to ask about some benches I saw online. The person who answered said she was busy and would call me back. She never did call back. So I decided to drive (20 min)( and park (another 10 min) to visit the store. While I was in the store looking for a bench, just one staff person showed any interest in my search and this person seemed just as clueless about the inventory as I was. Three other staff people were chatting in a corner, comparing something on their phones, not tending to customers who walked in the door. When I approached, not a single staff person knew enough about the store's inventory to answer my questions. One of them started looking online (something I could do myself) but gave up. I gave up on this store and will never go back. read more

Hi Enid, I do see that your order was placed on hold for a dock search, meaning they are searching the warehouse for your order. As soon as the warehouse has an update they will reach out to us and we will call you with the next steps. Please let us know if you have any questions. Thank you -Cayla This is the email I got from the Pottery Barn delivery Service Fidelitone Company 866-787-6356 Then I called and spoke to a Mandy Knoxville, TN no last name and she wasn't helpful at all, I've been waiting for my furniture since May 10, 2021, and now they lost a large order of my furniture and her attitude was " oh well, it's human error. How can they misplace a large Furniture Order? They fixed the overcharge and double-dipping - duplicates items on my credit card and just when I thought things were finally coming together, this happens. What kind of Company is Williams-Sonoma, Pottery Barn. It's my fault for thinking that things can be fixed. read more

Nice staff, welcoming even during the crazy pandemic, the Joshua Stoneware plates and mugs in navy and white are lovely. I have a full set and mix them as they seem nice mixed or separate. read more

The staff at this store is fantastic. They are friendly and professional while enforcing difficult safety protocols to stay safe during COVID. We popped in to buy some plates and mugs and were so happy with the attentive service and warm welcome. This is our go to store now and a big congrats to all at PB for being so good during this difficult times! read more

This place has the worst customer service. All the employees are snarky, brute and they are lazy. They don't greet anyone, they scoff when asked a question, their answer is so sufficient but delivered with such attitude, and they don't want to put in more than 3 mins per customer . They simply don't care.. it's turning in to a self service store. It's over and over, the same bullshit. I just don't know why corporate doesn't do something. Basic human interaction skills would go a long way... They all need to check themselves and see how their verbal and non verbal cues come off... They need to come on the other side of counter and be a customer. read more

Visited this store for the first time today, and couldn't be happier with the visit. The sales reps were very helpful and Lubna in particular was a joy to work with. She went out of her way to help us select the couch that was right for us! Will go back again for sure. read more

I bought a couch on 10/28/18 and was told in writing that it would take 6-9 weeks to deliver it. It has been 14 weeks and there is still no estimate of when it will be delivered. I have called pottery barn multiple times to find out when my couch will be delivered, but they don't know where some parts of the couch are and cannot tell me when it will be delivered. What they did tell me today was that the order was placed by pottery barn on 12/12/18, SIX WEEKS AFTER I BOUGHT THE COUCH. So, it seems that part of the delay is due to pottery barn not processing my purchase for 6 weeks. At this point I don't want to wait for this couch any longer and will be going to the store this week to cancel the order and look to buy one elsewhere. Went to the store and Ellen was very helpful. She explained what had happened and was able to schedule delivery for next week. I am hopeful that it will be delivered without any more issues. read more

Loved the Christmas decors for the house and for the Xmas tree! I really liked the sea theme with the jelly fish, seahorse etc. The children section that I mistakenly stumbled upon was filled with nice furniture for kids. The Christmas table was also very inspirational in terms of the platings and decor. read more

We worked with Heidi in ordering our dinning room furniture. We had a great experience. Heidi is patient and very knowledgeable! We are so grateful for her help! Thank you, Heidi! Just want to update my review to include Suzette (Manager). Outstanding customer service! Both Heidi and Suzette are just fantastic! Thank you! read more

This place is bullshit. They have horrible customer service. Gave me a guarantee of 2 weeks for delivery of my crib to the store when it actually took a month. Then when I called to go pick it up they told me wait we have to just "check if someone was there to bring it out" after having told me I could come any time with 30 min notice and they put me on hold for 10 mins. Come on. I am 9 months pregnant and don't have time or patience for this. Get your shit together. read more

DO NOT buy anything at the Bethesda Pottery Barn. The store has the worst customer service imaginable. When you buy something on sale they charge you for the full amount and it's impossible to get them to resolve the issue. read more

Carolina in Bethesda went above and beyond face time calling me to help me determine if my rug size was correct and then arranging for a pick up and new order. I would work with her in the future! Thank you Carolina! read more

Sadly I have never had a good experience at this location. If you're lucky enough to have a sales associate acknowledge you, they are rude and/or dismissive. I keep going back thinking maybe this time will be different and without fail it never is! This time I've learned my lesson. My trip on Tuesday, December 31 will be my last. read more

Pottery barn itself sells beautiful, well made furniture. However, the store in Bethesda has a lot to work on. Went in ready to purchase a dining table set and didn't have a single person ask me if I needed help -- I came in with measuring tape and a slab of wood from my living room, mind you. When I asked for help, I was told I couldn't order the dining table I wanted because it wasn't in stock (it wasn't showing up online). No further work went into investigating whether this was in fact the case. Thank god I went to the store in Tyson's, where I was treated completely differently, proactively approached by the staff there and told a completely different thing (it was, in fact, available and ready to ship ASAP). I thought this was a one-off experience and went back to the Bethesda store a week later with my mom, again to notice that neither of us were attended to despite our obvious strong focus on a specific piece of furniture in the store. I found it odd that a couple older white women who walked in after us were swarmed after and attended to very closely. Not sure if it's subconscious profiling, but I wasn't impressed. Needless to say we ended up ordering the beautiful dining set from the Tyson's store because they had earned our business. Bethesda could do a lot better...and I say this as someone who grew up in Bethesda. Hope to see some growth in the service. read more

I received several gifts for my sons birthday. There was a sham loose, I do not know who gave it. I dont want it. I went to the Bethesda store to get a credit/return it. The associate was so rude. I gave a name who it may have been from, and it didnt show up. I said ok I guess I'll go through every person who gave a gift, she said well 10 names is enough. Again she asked who have it, I said I dont know who gave the sham. Can I please just have a credit, I'll use it now? She said no. I mean what in the world. I just wanted a credit for the sham I have no use for. In the end I said donate it. So ridiculous pottery barn. read more

One of the worst customer service experiences I've ever had. In a fit of sleep-deprived stupidity - one month after the birth of our first child - we ordered a glider from Pottery Barn Kids. Ordering through the store basically means that a store associate places the online order for you, but we were assured it was a better route because if anything went wrong with our order, the store would take care of it for us. Great! First, we were given a delivery window of 5/2 - 5/16. The chair came on 6/8, after I called the store multiple times after the delivery window came and went. I had to repeatedly follow up as I was told the manager would call me back and days would go by without a response from her. When the chair finally arrived, it was damaged - part of the metal bracing was crimped significantly away from the frame. We reported it the same day and were told it would be repaired or replaced. I followed up again 3 days later, then 8 days after that, then finally two weeks after that I actually went back to the store to see what was up. The response I got in each instance was that I was thanked for my patience (which was pretty well spent by the time I went to the store) and that they'd be in touch. On zero occasions has anyone from Pottery Barn followed up with me proactively to give me an update, apologize for the inconvenience, or set expectations on what's happening next. Today some very pleasant and unaffiliated delivery men arrived to pick up the glider. Apparently repairs aren't possible (I am assuming this, as no one has gotten in touch with me to let me know what's happening) and my $1400 chair is gone again. So is my $1400. It's been four months since I ordered this chair. At this rate I will have a non-damaged chair just in time for it to no longer be useful for the late-night wake-ups I bought it for. I am deeply embarrassed to have spent so much on a piece of furniture to begin with, but also extremely frustrated by the situation and the disappointing customer service we've gotten from the start. read more

I never write reviews but I felt it's worthy to do so. I have to shout out PBK and it's outstanding customer service. I had the pleasure of working with Afton and she went above and beyond to assist me with furniture for my kids. During this pandemic we can't go into stores and physically see the items but her outstanding knowledge of PBK products and her excellence in communication made it the best virtual shopping experience. I will continue to shop at this location as they value their customers and it shows that they have a passion for for what they do unlike many other stores I've shopped at. read more

This store has the WORST customer service. I gave them one star, but I'm sure they could careless. Even when I call ahead, they tell me they have it, and they don't. Great location but the store is too small and has too few staff. Save yourself the aggravation. Go to Tysons or Annapolis. read more

Great location! Extremely helpful and attentive staff. As with all Pottery Barn stores, I just wish they had more items available in-store. You somehow always end up having to order things on-line. read more

My friend and I went into the store to look at holiday items. We were treated very poorly and when my friend asked if there was s restroom she could use, she was told "it's out of order" in the most unpleasant manner. I will never go the again and Wil tell all of my Bethesda friends as well. read more

Had the worst customer experience of my life. Montgomery Mall, MD Pottery Barn. Shop online or somewhere else. I've spent thousands at the store. I bought a gym bag the first time we used it the strap came loose. When I brought it back was met by rude staff who only effort to resolve the issue was to call custom service since we ordered on line (From the inside the store since I wanted it personalized) We eventually got the"GM" to come out from his office. He was no better harping on the fact we ordered over a year ago (ordered when son was a baby now he could actually use it when he can walk and play sports). Didn't care that we spent thousands of dollars decorating our kids rooms and house in pottery barn themes. No effort to help life long customers over a $30 bag. Staff made no offer to resolve matter. We even said we will buy some new Harry Potter sheets for a couple hundred bucks if they just give us some credit for the defective bag.... rejected. Boy do we feel dumb for believing in these guys. Will never step foot in there again. Fantastic work guys, you really now how to treat people. read more

I will not be back. I asked for help three different times. The sales staff either ignored me or looked incredibly annoyed, and then turned away to another customer. The sales staff was so inattentive that customers began joking about it, and asking each other whether everything was free if no one was there to sell it. read more

This is the worst location of Pottery Barn. It's so bad and so dysfunctional that I now drive to the Pottery Barn in Tysons or order everything online despite living in Montgomery County. The staff means well but are generally incompetent and can't answer basic questions, the store does not have enough sample fabrics available and despite being told someone will do a stock check and contact me, no one returns phone calls or follows through. There is literally no customer service and it's a real shame. read more

The store has nice things but the customer service is just horrible. I waited in line while a sales rep chatted and looked at pictures off of another sales rep phone. She did not even acknowledge me, even when I was right in front of her at the register. She then proceeded to answer the phone. This is not the first time I have encountered bad customer service at this store. Another time, I heard them speaking very rudely to another customer. Most of the time the sales staff at the store does not acknowledge customers and are busy socializing amongst themselves. read more

If I could this place 0 stars I would. I ordered a caninet online which consisted of a drawer and cubby. I instead received a drawer and bed frames! I called them two weeks ago and they said the representative said he would arrange for UPS to pick up the bed frames and they would also ship out the rest of the furniture piece. Two weeks later large bed frame is still sitting in my living room and when I called customer service they asked if I could contact UPS because they no longer do that themselves and arrange for them to pick up the item. Not my responsibility! Also they let me know that unless I arranged with UPS for the bed frames to be returned they would not ship out the correct piece of item I need! So after agreeing they said they would email me a shipping label and of course even something as simple as that they were unable to do. I spend approximately one hour getting this done. Customer service is rude and inept! Save yourself the headache and buy from somewhere else!! I will never buy from pottery barn again! read more

Absolutely the worst furniture buying experience ever. We purchased a headboard and bed frame, along w in-home delivery and set-up. Immediately received a notice that the frame was ready for delivery but was being held due to the headboard was on back order. Over a month later they were ready to deliver the headboard but our frame was nowhere to be found. After days of discussions with customer service, in-store staff, and the delivery company, a second frame was sent and then lost. I spent nearly Eight hours on the phone and emailing customer service and in the store while staff was on the phone to customer service trying to resolve. Finally, the items were delivered a month later. I gave this 1 star due to the valiant efforts of in-store staff to try to resolve. BTW, last customer service representative I spoke with, said there would be compensation, but after the delivery. I never heard from her again. read more