Unwelcoming, discriminatory, and just plain classist. I came in to buy a gift and wasn't acknowledged by anyone--though plenty of eyes were on me. A few non-POC customers arrived after me and were immediately greeted and helped. As I was browsing the dish sets, an employee scooted past me without offering assistance, giving me a look like I was some type of germ. Eventually, someone did come over and asked if I was looking for anything. When I explained I was looking for a gift, she immediately directed me to clearance items. When I pointed out something else, she said, "Oh, but those are regular price--these are on clearance," implying I couldn't afford what I was looking at. Honestly, it felt like you have to be from the upper echelon just to be treated with basic respect. read more

Tis' the season! Walking into Pottery Barn during the holiday season feels like stepping into Santa's workshop. I was greeted by a dazzling array of ornaments, cozy throws, and elegant table settings. It's a great time to shop too--we walked into a few holiday sales and that made our holiday purse strings happy. Ever year we love how each section of the store offers endless inspiration for holiday gatherings and home decor. Honestly, with so many charming pieces to choose from, it's no wonder I left with a little extra sparkle! Service: welcoming staff. read more

Pottery Barn - Holiday colors! - Furniture Stores Near Me - Corte Madera, California

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Horrible customer service. I walked in there to pick up my order that I shipped to the store. I went up to the register waited for about 15mins mind you 4 people who worked there walked right passed me and didn't say anything. Until one lady asked if I had been helped I said no, walks away, comes back and said what do you need. I proceeded to tell her, goes and gets me my box and says alright here. And walks off. read more

By far, the worst customer service I've ever experienced. The agents are completely dismissive and actively refuse to help - they will hang up. I even have had agents argue with each other and hang up on each other so it's not just customer facing. My first delivery was canceled a day before with no follow up. My next delivery was a partial delivery and they said I could not accept the delivery. My third delivery was scheduled and then I continuously received conflicting email updates. I tried to solve this via customer service and was continuously routed to agents who could never confirm my questions. They have lost a customer for life. Insanely frustrating experience and is up to the client to follow up and advocate. Who knows if I will ever receive my furniture at this point - no one seems to know or care, they won't even pretend. read more

Rude Customer Service People and Ridiculous Delivery Policies I've been a customer of Pottery Barn for over 20 years and have spent tens of thousands of dollars on their merchandise.  Recently I placed an order on May 27 through a trade member for five items.  All items except one were in stock when the order was placed.  The trade member confirmed my order and forwarded the order to me with the delivery dates.  Within a few days I received an email that some items were in stock  and ready to be delivered.  I expected some communication about when the items would be delivered and, when no one called, emailed, or texted me, I called customer service.  I was informed that, since my total order was less than $5,000, Pottery Barn would not deliver any of my items until all the items were ready. Neither I nor the trade member were aware of this policy.  I explained that I would gladly pay an additional delivery fee to have the items delivered, and the customer service representative said that was not possible.   I then asked to speak to a supervisor to discuss the issue, and the representative said that I would be wasting my time.  I mentioned that we were not aware of the policy, and he said that was too bad and not all trade members are aware of all policies.  I again stated that I would appreciate talking to a supervisor, and the representative said he would have to put in a request.  I asked about the process and how long that would take, and the representative said he didn't know the timing.  I stayed on the line waiting for a supervisor for at least one-half hour.  When the representative finally came back on the line he asked if I was the trade member, when I said I was the customer the representative said that the supervisor declined to speak to me.  He seemed to think that the whole situation was humorous, which I thought was very rude and certainly not funny. So now, having placed an order on May 27 and some of my items being available now, we have to wait until at least September 23-October 13 to receive our order?  I might add that the order is not for me, but for a young man who just moved into his first apartment.  Why on earth can't the available items be delivered now when I have offered to pay extra for delivery? What happens if the last items are further delayed and backordered?  Although I like the merchandise at Pottery Barn, I will be crossing them off my list and doing my shopping elsewhere. read more

I did not visit this store but online ordered. I completed the return online and shipped my items back $211 for plastic cups?! I thought they were glass. They received my return, said it was completed in the online status but yet only refunded me for one thing totaling 29$. I called customer service and was told it was done wrong? I told them it was a return online. She had me on the phone for over an hour to do it the "right way" and I'd see a refund in 10 days. Two weeks pass and no refund. Called again and was told refunds take longer with Apple Pay. Two weeks pass no refund. Now I've spent 3 hrs on the phone two months have passed and no refund. I ask to talk to a supervisor and no apology no explanation but it was like my fault in returning online? So ridiculous. The service is awful and no one knows anything. They have to send info to a chat room to get help? No one can call me Back or follow up with me. Bad service for overpriced stuff and on top of it they make you pay for shipping read more

Jessica and team, thank you so much for the excellent customer service I received. I came a long way to find some items and not only was your store super clean and organized but, the staff, from the moment I came in greeted me and helped me find the items I was looking for. I don't remember the first employee I dealt with but she was great. Thank you Jessica for helping me finish my transaction and answering all my questions. You guys have a great store and a great team! Thank you so much! I look forward to visiting your store again soon. Well, I guess I'll be visiting sooner than later. I ended up calling the store today and they have something I didn't realize I missed buying. Nancy went above and beyond to find the item and gave me a call back so thank you again for having such a great team and store!!! Happy Holiday's! read more

So sorry I feel compelled to leave a review so others don't have the same experience...recently purchased Stella cotton woven throw and Sadie hand knotted pillows, which were marked clearance...the pillow covers are so rough feeling and stiff...it's really uncomfortable to lean on let alone put your head on it...the colors seem more muted than the pic...the throw is the perfect color and I love the look of it...however, every surface it comes into contact with is left with lots of lint...like a REALLY large amount...tried the pet hair removal cycle on my dryer and the lint filter was beyond full...care directions say "spot clean only"...a throw, really???? It would be ok if I could return the above but clearance items cannot be returned...these two items are definite misses...no wonder they are marked "clearance"... read more

RACIST EMPLOYEES!!! My mom and sister went into this location to buy a chalk pencil, which was a whopping $2.99. The employees proceeded to follow them around the store while they were browsing and talked about the over the walkie talkies. When they made their way to the register, one of the employees spoke over the walkie talkies to announce they were going to pay for the chalk pencil. I'm well aware that Marin is known for being racist and bigoted, but this was uncalled for and completely unnecessary for two people of color who didn't do anything besides buy a chalk pencil! Any person of color knows when an employee is standing a little too close or looking at you for a little too long because that's exactly what happened here. I know if it was a white family they wouldn't bat an eye, but my mom and sister were respectful, paid for their item and have never been back since. Pencil quality was so poor on top of the negative experience, but was still not worth getting a replacement. read more

Never again Pottery Barn!! We have been loyal customers for years. After buying a dining table from them and the finish is coming off and wearing very unevenly we will not be buying anything from them in the future. This is a table that gets used about once every week or two by two adults and no children. Customer service says this is normal wear and will not stand behind the product. We will take our business elsewhere!! read more

the workers at this location are extremely unhelpful and disrespectful. I have ordered bedding from them about 4 months ago. they refused to change the shipping address after I moved. and today when I got my "pillow case sham" it was a glittering rainbow lunch box... i was shocked by the workers lack of integrity with when I went in store mentioning how I only got one sham when I thought I was getting two. they are terrible at marketing and not honest. safe to say I will never be shopping here again. read more

This afternoon, my wife and I visited the store at 1822 Redwood Highway. This was our first visit to that location. We have been fans of Pottery Barn products for many years. But today we had the worst customer service experience either of us can remember. We are in our 70s, and have had *plenty* of experiences, having lived in many states and in many countries around the world. We arrived at the store at approximately 2:30. We were interested in ordering new linen for our living room, dining room, and two bedrooms, as well as arranging for design and installation services. My wife has always insisted on physically inspecting the materials before purchasing. We were pleasantly surprised that this store had an excellent selection to choose from. This kind of purchase does not lend itself to online shopping - it's important to be able to see and feel the fabric before selecting. We found several samples that were quite suitable, but my wife just had a couple of questions about the fabric and the backing materials. There were two clerks at workstations right next to where the draperies were displayed, but neither of them so much has made eye contact with us for approximately 20 minutes!! Finally, my wife asked one of them, "Nancy", for some help answering our questions. She responded by brusquely announcing that she was off duty and could not help us. She moved to another location to avoid being bothered The second clerk was engaged continuously in a lengthy phone conversation, and did not bother to put the phone down at all. We finally decided to walk out. We will NOT be returning. We are now looking at other sources for our curtains. Pottery Barn gets one star because they have good quality materials on display. Sadly, we cannot recommend this store to anyone - the experience was insulting at best, a COMPLETE TURNOFF. Goodbye Pottery Barn. read more

worst customer service ordered a bedroom set 5 months ago and still unresolved the bed was not able to be assembled and then sent a new bed to correct the first delivery still unresolved I will never order from PB again! read more

Truly the rudest employees at this location. Even during a very simple interaction, such as asking a question or picking up an online order, there is an attitude and a sense that you as the customer are bothering them. I said hello and I had an online order to pick up, the woman at the register let out a very deep sigh and rolled her eyes, and went on to ask me questions about who I was and my order but cut me off at every opportunity. read more

I'm going to call this review "Everything You Need To Know About Pottery Barn." I've had PLENTY of experiences with them over the past 5 years. 1. The employees in Corte Madera are lovely, helpful, funny and nice. Five star all the way. Always, no exceptions. They literally have done everything thing they could for me under some pretty challenging circumstances. Unfortunately Pottery Barn corporate couldn't care less about customers or their employees ever. 2. Pottery Barn sells exquisite merchandise and furniture at relatively good prices. Quality that lasts. I love it all. 3. Their sales are make-believe. Maybe you can find something that actually is whatever sale price they are advertising but don't count on it. 4. The real bargains are in their warehouse in Alameda. I've never been but actually know people who have and they say it's great for savings. 5. If you are planning on doing a huge remodel get a part-time job there for a season and you get like 50% off. 6. The software the Pottery Barn conglomerate uses is the WORST on earth. If they have to find your rewards or look something up, then bring a pillow and get ready to spend the whole afternoon there. The employees are frustrated by it but corporate does not care. 7. They often do not even have sample colors of bedding they are selling and for fun, the pictures of the colors on the website are nothing like what they look like in person. I mean totally different. 8. If you order a very popular item, it is going to take months to get it. Develop "Pottery Barn Patience" by never expecting the item to come for at least several holidays in your calendar of expectations. read more

Outrageously poor customer service. My furniture delivery was scheduled 3 times and cancelled last minute after I made all the arrangements in my schedule to wait for it. On the first attempt it was delivered but it was a wrong item. Everytime I called the store it was the same reply "oh, we are so sorry. But there is nothing we can do. It's not us, it's delivery company". Hours of time spent waiting for the delivery and hours of time wasted on the phone trying to sort things out. read more

For weeks, today has been the scheduled furniture delivery day. So I took the day off work and found help to empty the rooms of furniture. PB re-confirmed 2 days ago, then again late last night. Hooray. Then came the phone call, *a half hour* before planned delivery: "We'll need to re-schedule to the next available appointment." Maddening. This is the 'time tax': PB shifts the inconvenience and lost time/work to the consumer, rather than taking responsibility. read more

Well I really do love this store...... I guess today the sales person was having an off day. Was trying to buy a quilt and the sales person went into the back had to have somebody get them and they came out eating. I felt like I was bothering her. I wanted a Queen size and they did not have one available It would had to of been shipped to me. The sales person kept disappearing. Everything in the store was 25% off today well I don't know if everything was but a lot of things. Next there was a pillow that I really liked and after finding out that they had sales today and there were two price tags on the pillow. One I think for 3499 and the other one 1499 so I asked the sales person if the 1499 was the sale price and she said yes and then I asked if I got the 25% off the price and she said yes. When I go to the register I was thinking I was getting the pillow for 1499 with 25% off what a deal but actually one price was for the pillow case and the other for the inside of the pillow! Which would've been fine had I been told that ahead of time very frustrating. There was nobody else in the store but us!! No wonder the store was empty nobody could get any help. Normally I don't have this problem here....... read more

Pottery Barn - Pillow two prices one for pillow one for cover! - Furniture Stores Near Me - Corte Madera, California

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Customer service is bad in Corte Madera PB store. We went there twice in the past 3 months, and both times we felt like we were interrupting and distracting sales associates from much more important tasks than helping customers. It felt like sales associates were irritated by us asking them questions about the chairs we wanted to buy. We are not looking forward to return to this store. read more

outstanding customer service -happy to support a local company and store-nancy and jessica are the best

Excellent product. Thoughtful, intelligent, expert and approachable customer service that was able to adeptly take themes / ideas / contours of a space and come up with effective design ideas that matched cost profile. A much superior experience to Restoration Hardware with, in my view, better product and service read more

Worst experience with online order... DO NOT PURCHASE. They tell you something is available but immediately after you order, it switches to a very late arrival date of 6 months. They refused to cancel it the very next day. Been dealing with one online order for a year until it was finally delivered. Customer Service is horrible... nobody ever calls you back when asking for escalation and I spent hours on phone trying to resolve... they do not care that they are wasting your time. Worst experience ever. read more

Couldn't say anything worse about this experience. Couch was ordered in July, expected delivery October 1st. Half of my couch was delivered and other half won't be delivered until November 20th? My entire living room has been disassembled and moved to my other living room, making things totally unlivable for the next 2 months of my life...mind you, my wife and I just had a child so this has just made our lives even harder. Do not order any furniture to be made from here. These people couldn't care any less about the mess they made for me and my family. read more

One more one star review. Ordered a Christmas gift online on Dec. 1. Called 3x prior to Xmas when the gift still had not arrived by Dec. 21 (ETA was Dec. 9). Received absolutely NO help from call center staff. Current status: Jan 3: item still has not arrived. AVOID AT ALL COSTS. read more

I don't think that the front line workers at this store (saving a couple) could provide any poorer of a reflection on Pottery Barn as a company that could clearly care less about customer experience. Go to any other Pottery Barn and you'll have a better experience. A clerk here told me they are basically a touch and feel store, but don't really carry any inventory, hence the reviews about online orders. read more

Waited seven months for a couch to be delivered. Received the couch damaged. Now I'm supposed to wait another three months for a replacement?? That is bs. Management could care less. Don't shop here it's not worth it. So unhappy. read more

I booked a free in-home consultation online after getting several emails from Pottery Barn asking me to do so. The designer never showed or called to explain why. When I called they said that there was a glitch in their system and that they do not do in home consultations. I told them that we got two text message confirmations and two email confirmations. They said a manager would call me back. The manager never did. I was not surprised when I went to write this review that this store has two stars on Yelp. We have purchased furniture from Pottery Barn in the past and overall I am a fan of their brand, but this location seems to be a complete disaster. read more

Wow I'm mystified by all the bad reviews (mostly about online shopping and not the Corte Madera store) as my experience was so positive. We needed a pull-out couch that would hold a double mattress, not a queen, as the space was small. Pottery Barn was just about the only place I could find with one that width. (The other quality option we considered was American Leather, very expensive and highly rated by friends but nothing appealed.) I got good help from Nancy at PB and from another saleswoman, name unknown, when I came in on a day Nancy wasn't there. I am thrilled with the quality and taste of the couch (a beautiful gray velvet, not even the most expensive option.) As I agonized over the fabric choice, the helpful unnamed saleswoman dug out a huge swatch (like 6ft x 6ft) and suggested I take it into the light and carry around the store and take my time. I could see it would look beautiful, not too dark (and by the way, as someone else said, nothing like the color online at least on my computer.) When it arrived, one of the cushions was somehow stained or damaged, and it was replaced expeditiously when I contacted someone online. ( I did ask/ insist they replace the entire cushion rather than send a new fabric cover and expect me to do a good job loading it in.) It's an absolutely beautiful couch, and the price was reasonable compared with the junk and the ovoer-high-end pretentiousness that's out there. I do hope they don't close that store! It's beautifully laid out, and the difference between seeing stuff in person and online is profound. (Please don't "showroom:" check it out in person and then order it online, as that makes it more likely Corporate will close the store and not understand the value.) read more

Geez, seems like people really hate this place. I never went to the store in person because I was busy with a move and a baby. So they came to me instead--Aarati was sweet, measured my home space and sent me computerized samples of what she thought would look best in my home. read more

Rude, rude, rude. Perhaps I don't have the "look" of a big spender, perhaps I don't "look" like a typical Marinite. Either way, everyone who walked through the doors except me received a warm welcome or they were approached by an associate as they looked around - shame, since I was ready to make a patio furniture purchase. Literally walked around the store for almost 20mins and received no help - they weren't busy and associates were standing around chatting...... Why waste my time begging to be helped? I'll place my order online. ALL customers deserve the same level of customer service. read more

I like PB things, but customer service and purchasing process were a nightmare. The PB assistant was struggling to help us with an order and reached to a manger for help. Manager's attitude was VERY unprofessional- he was annoyed and irritated with the assistant and us, customers. We also asked for the order to be delivered after a certain day as we are out of town... guess what... didn't happen. I am going to shop other stores instead now. PB charges $$$$ but has no support to justify the price. read more

My wife and I purchased the SoMa Brady Slope Arm Slipcovered Sleeper Sofa in the Corte Madera, CA store on June 14th, 2018. We ordered this particular sofa because the opening to our den is small and we needed a sofa that would be delivered in multiple pieces and set up inside the room. We were assured by the sales associate this was the case as stated on the website, then we picked out the custom fabric (one of the standard fabrics - basketweave slub oatmeal) on one of their in-store computers. We were then promised the promotional 20% off all furniture once the sofa was delivered. We received an email confirmation stating the estimated delivery date to be July 19th. This time -frame would be okay because we were having our kitchen remodeled starting in August and we needed the sofa in our upstairs den for our 1-year-old to have a space to play during the renovation. On July 19th, we called customer service to check on the status of the order. They informed us the sofa was still in production and they had no details regarding its status. They would have to reach out to the "vendor" and receive a reply in 5-7 business days. This was strange but we let another week pass. No one called us back so we called again. We received the same information. They did not have the status of our order and they had not heard back from the "vendor." So we asked them to escalate the request to a manager. Why was it that no one had any information about the order? They couldn't tell us. Over the next 3 MONTHS, we must have called customer service 10 times to get updates. Each time a customer service rep would tell us they didn't have any information on the order. They would tell us the status was the same - "still in production" and they couldn't provide any other details. Finally in late September I noticed a Pottery Barn charge on my credit card which was made in late August, the total of the sofa with no 20% discount. At this point, we physically went to the Corte Madera store to speak with our sales rep. While we waited in the store, she called customer service herself. When she got off the phone, she told us no one knew where the sofa was and she would have to wait 5 business days to receive a response. We asked if we should just cancel the order and she assured us she would call us by the end of the week and she would give us free shipping on the order. The end of the week came and went. She did not call us. No sofa. So we call the manager of the Corte Madera store, Nan, and she seems to be understanding of our issue. She informs us that this is a new "vendor" they are working with and another customer had this exact same issue. She is finally forthcoming and says no one has heard from the vendor and no one knows if the sofa was ever even made. She says this vendor has been extremely difficult. So we ask for 50% off (if there even is a sofa) since we have been through such an ordeal. She says maybe 30%. She says she'll get back to us about the final discount. We ask to only speak with her from this point forward since we have already been pawned off on so many other customer service reps. She agrees. Finally, they call to set up the delivery for the sofa. Hallelujah. It is delivered on October 2nd...completely assembled. The 3 delivery men almost give up on 3 different occasions while they struggle to get the sofa up the stairs and through a narrow hall and into a small doorway. We beg them to keep trying. FINALLY, they are able to get the sofa inside the room. That said, this would not have been a problem had the sofa come disassembled as was stated on the website. Then we receive a call from yet another customer service rep who states we will be receiving a 20% discount since she had not heard back from us. We had received a couple of voicemails from her, but each time we called the manager of the Corte Madera store, Nan, to reiterate that we would not be speaking with the general customer service department any longer. Finally after getting nowhere, we call the general customer service dept. back and the woman who left the voicemail proceeds to be outrageously condescending and pretend that October 2nd is a completely reasonable amount of time to have waited for the sofa even though the estimated delivery date was July 19th. Her exact words were, "you said it....estimated." They refused to take any more than 20% off (the original promotion) and free shipping off the sofa. We have never even HEARD of anything like this happening in any other store to any person in our lives. On top of that, this sofa is not even a Pottery Barn sofa - it was made by some other "vendor" they will not disclose. Pottery Barn is a horrific company, and this experience has been not only the biggest inconvenience imaginable, but an absolute disgrace with regards to how they treat their customers. We will never purchase anything from Pottery Barn again. read more

Lovely sales person spent over an hour and a half with me helping me choose pieces for a house I am working to decorate- only to have her potential $10K+ sale taken away by her a nasty sales associate co worker. Having spent years working in retail this happens. People overstep their bounds, in this case it was a direct personal attack on my appearance. Insulted and hurt would be an understatement as to how it made me feel. I did make the manager aware. I texted my sales associate saying I would feel too uncomfortable to come back to the store. I did really want the beds and carpets but it's just "stuff" and there are many other stores willing to give me 20% off without personal insults. Management take note and do a better job vetting and training your associates. read more

I'm absolutely done with pottery barn. Ordered and paid for a rug that was supposedly in stock and guaranteed to be delivered within 14 days. That was 3 months ago- no rug and no returning because for some reason, rugs aren't returnable. So now I'm out over a thousand dollars for a rug that continues to get pushed back every time I approach a new delivery. Never again pottery barn you guys suck read more

Terrible terrible customer service! No one is ever available to help. I waited at the cash register to ask a question. A women comes to the regiser only to punch out for lunch and NOT EVEN ACKNOWLEDGE ME. I must have been invisible that day. It's really unfortunate that the customer service is so poor since it's the only PB close by but now I know that I should buy online! Don't waste your time at this store, you'll only be overwhelmed and disappointed. read more

This review is for the store and for PB online. First of all, not a fan of the merch in general. Generic in look, although their quality can be good on some items. The issue with the store is OK service, although it's slow, even when it doesn't seem to busy, just to find out if they have something in stock, or... you should just order it at home (and I suggest ordering it yourself. There's no need or advantage to go through the store, which requires more time). Then, for an item I ordered in early January, which still hadn't arrived last week, I finally got an email update about: it's arriving at the end of February! (Btw, this is just a simple blanket, not a custom rug.) So I tried to cancel. Nope, can't do it by email. Gotta call. 25 minutes later, I finally speak to someone. Here's hoping this blanket doesn't show up in February. Definitely done with PB. read more

One of the worst online experiences in years. Ordered a comforter cover and then found out it was back ordered three months. When I called they said i couldn't cancel the order but would be able to return it when it arrived. Now that it's here I'm told that it isn't returnable. Will never ever buy from them again, and I used to like them. read more

I recently purchased my shower curtain and liner along with a duvet cover and comforter. I received the best service and love the products. I found them to go out of their way to make my experience a good one. read more

We have just finished purchasing 3 rugs and a leather chair from PB. Nancy Taylor from the design team did an in home design for us. Nancy is a gifted professional design associate and is a true asset to PB. She is also the consummate professional in that we didn't order everything she suggested but she was kind and caring the entire process. We will be so happy to order more in the future from Nancy!!!!! We just went to pick up one of the tables we ordered. When we arrived to pick it up it wasn't there. Janet offered to locate it and bring it to our house in Novato on her way home. 5 star PB service. The best team!!!!!! read more

Had a great experience today at the Corte Madera location today. Purchased a floor model sideboard (discounted ) for my ski cabin a few weeks ago only to find the regular "new" undamaged the same price on sale online. I went in and explained what my situation was and they quickly adjusted the price. Quick, easy and professional. Haven't shopped at this store for a while - same styles always and the quality is good- not great but it always looks good to the eye. Kudos to the manager, sales girl and wonder backroom helpers. read more