Pottery Barn is a good brand affiliated with William Sonoma. We've acquired a few pieces at different times that compliment the eclectic style of our home. - Pricing is fair. - Sales are good. - Delivery of furniture pieces always arrived before time. - Received excellent White Glove service. - Customer service is tops. * * * * * Easy peesey Five Stars * * * * * Thank you * * * * * read more

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I went into this store a week ago and no one asked me if I needed help. In fact, I could see that the employees could see me, but it seemed like they were acting busy and ignoring me. I finally had to flag someone down and they asked me to wait. When she finally came to me, she was not knowledgeable about the different color offerings and the inventory in and out of store. I had to prompt her to use their computers to look things up for me. If that's the case, it's pointless for me to come into the store and could've saved myself time by continuing my search online. The furniture here is not cheap and I'd expect more service for the price of the furniture. read more

What has happened to Pottery Barn? Customer service is non existent, NO one ask if you need help, and when you do approach a sales person they are so rude! I don't mean not able to help, I mean flat out nasty. PB use to be a fun and friendly store to shop ,not any more. If you're looking for any customer service or even an answer to a simple question, skip the West 19th location, there is NONE to be had there. Colette B. read more

incredibly poor customer service. They have no idea what they are doing, something which Amazon or other online merchant resolved automatically takes 2-3 weeks here. Stores are Much nicer to deal with and place order from. read more

A Rug sales person awful Without going into the whole thing - I chose samples with sales person, I had a list, only 2 samples in the store, she goes on break or leaves the area and shortly after, I go back to grab the samples I chose and they are gone (and so is the last hour and 1/2 I spent) I was shocked they were out back and I'm trying to remember which ones they were to no avail - she gets back from break and I ask her about it Now here is Why this was my fault: "u should have put them at register, u should have had them in your hand, somebody else bought them, you should have known I would have put them back and lastly someone else put them back". She was the one who suggested that I look at the hanging ones and so I did and poof - minutes later the samples were gone. Regardless of how it happened and I lost an hour and 1/2 plus and had no idea of the name of the samples - a better answer than nastily going back and forth running through reasons why it was the customer's fault a better answer could have been " I'm sorry that happened, I'd be happy to try to see which ones I pulled out for u" She eventually found 2 I don't even know if they were the correct ones and I felt so awful after her comments I left. The manager was even nastier. There was one young lady who was new there evidently, and was helping someone else and she seemed really great, helpful and kind. (Too bad I didn't have her) Never again will I go in that place and risk ruining my day off. read more

So, I had a lovely phone conversation with a salesman (Italian) who encouraged me to come into the store after New Years, when perhaps the chair I wanted to try out would be on display. He was not there, nor was the chair. Instead, an incredibly rude man. I will never go back. I hope when this man, who is not young, is an octogenarian, he will be treated more kindly than he treated me. read more

All sales associates including management need training here. Not willing to help, or answer a question. They seem to be more interested in their personal conversations or their phones than into assisting customers. With all other choices around customer service should be a priority for stores to provide it. The store is pretty but most of the time they don't have e the merchandise available. read more

I had a very positive experience shopping at this store the last few times. Staff were very helpful, andi it was a positive shopping experience. read more

I had one of the most horrible experiences with a woman in the bedroom pillow department. I told her I was looking for a sham pillow in white cotton that I had bought previously in the same store. I described it to her and showed her one that was on display. It was the exact same pillow, except it was linen and not white cotton. She kept asking me for the name of the style. I said I don't have the name , but described it again to her, showed her the one on the shelf and told her how much I paid. She said well why don't you go home and look up the name of the style and then come back. I told her I was not going to make a trip back home when I had described the pillow to a T. She said she couldn't help me if I did not have the name of the style. Unbelievable. She finally went very begrudgingly downstairs and lo and behold came up with the pillow. She was very condescending towards me after that, I don't know her name, but she had an English accent. I think she was upset because she had to stop talking to another sales person when I asked her for help. When I left, she went right back to laughing and talking with him again. I've never had this experience in the store before, but I walked out of there seething and angry that I didn't address her about the situation so here I am writing a review. I was actually planning on buying a swivel chair there but I will not go back to any pottery barn and put up with that aggravation again. read more

It's astonishing to me, given all the negative reviews this store receives for customer service, that a chain as large as Pottery Barn has clearly done nothing to improve it. I came in a year ago to buy curtains, spent over $100/panel for their linen voile sheers after being told by an otherwise unhelpful sales person they were washable (despite the care tag saying dry clean only.) Before taking a chance on washing, I took them to my dry cleaner who said they wouldn't clean them because they might fall apart! So I went back to the store where I was told (after waiting 20 minutes to get ANY help even though the store was empty!!) that they need to be dry cleaned. There are apparently more staff than customers here yet the people they pay are less than unhelpful. It's bizarre. Are they actually paying these people??? I now regret this $800+ purchase & will never return to this store. read more

Pottery Barn West 20th Street This is another store I can't resist browsing when I'm in the neighborhood. I was just in the neighborhood recently for a Yelp Elite Event. I'm here a lot because there are lots of my favorite stores nearby. Things can be very expensive at Pottery Barn but the quality is great. This store is one of my stops when I'm shopping in this hood. I do have two pieces I've purchased. They have been moved from apartment to apartment. One is a bathroom cabinet. At least that's what I use it for. I like to have the toilet paper handy! The other is a curio cabinet on my kitchen counter. I have little things I've collected where I can be cheered up in the morning. I have a quilt that was very expensive. Pottery Barn was founded in 1949. Pottery Barn it's considered to be an American upscale home furnishing store chain. PB has retail catalogues: the traditional Pottery Barn catalogue, Pottery Barn Bed + Bath to focus on its bed and bath lines, and one I don't bother with which is outdoor furniture. They got crazy sending me catalogs so I stopped them. When you purchase something you get on the mailing list. read more

I ordered a daybed over three months ago ! I had to pay in full , I was also forced to pay extra for what they call white glove delivery! So far, I still do not have this item. I take off four days of work so far due to four failed attempts of a promised delivery. With every delivery they would come with only one piece of the bed. The entire bed was promised to be delivered in the beginning of June. Have been spending hours on the phone, begging to be connected to a manager to explain my problem only to get completely ignored with him following up. Still have Not received the remainder of the bed and also. have not even received a date for future when and if the remaining parts ever come in, they will expect me to takeoff another work day. read more

I made 2 visits to the 20th Street location to select and order a $4000 sofa. I worked with a salesperson for an hour to select model, size, leg finish and fabric options. I made myself clear that I only wanted to take swatches that were available in the model I selected. After checking in my home for the best color match, I went back to the 20th Street location to purchase the sofa and was told the fabric I was given, and told was available in the model I preferred, was NOT AVAILABLE in that sofa. No apologies, only a feeble attempt to try to sell me something that was totally different in color and fabric. An utter and complete waste of my time with inexperienced and unknowledgeable salespeople. Shame on Pottery Barn. I'll be heading to Crate and Barrel. read more

Doris is one of the rudest retail workers I've ever come across. Demeaning and short-tempered, she was so unhelpful and unprofessional and did not help me at all. Doris should NOT be working at Pottery Barn and is a HORRIBLE representation of the brand. I am seething as I write this review and recall how idiotic Doris made me feel. She rolled her eyes at me, was short-fused over a simple question about pillows, and made it seem like my presence was a great burden to her. If I could rate this store 0 stars, just due to Doris's rudeness, I would. read more

I wish I had read the awful reviews! This is a terrible company to do business with!I placed an order on mid May spent close to 20k in furniture. The order link said everything would arrive in two weeks or so. Ever since the dates have been changing. The worst part is how unorganized everyone is. I called the customer service number several times and they had no idea how to call the new hub where all my stuff was since apparently the Rochester hub was a new hub. In addition, I was so disappointed to find out that most of my order had arrived to this Rochester hub the week prior my call but the customer service people did not know that. I find that completely unacceptable! Also, the customer service people cannot reach out to the hub on several occasions and all they say is "sorry but nobody is answering." I get it that their hub and delivery crew is another company, but Pottery Barn should be held liable for the contractors they hire. After 6 weeks of waiting, the hub called me to schedule the delivery for today and the time of delivery kept changing. It even showed the updated information as it went from 3 stops ahead of me to 2 to 1. Then I called customer service and they said that since the updates have not moved in an hour, probably they just canceled the last delivery for after the long weekend since I was the last one. This is beyond unacceptable. I called the store in Chelsea where I placed the delivery and they see in their system that the stuff has not made it to the hub. The miscommunication between the store, the customer service, the hub and the delivery company is beyond unacceptable. The combination of getting the dates wrong and being updated every week, with the representatives having no clue where my stuff is and the hub being unreachable during business hours plus my delivery not showing up in my place after scheduling delivery today is beyond unacceptable and I cannot believe I am getting that treatment from Pottery barn after spending almost 20k there read more

Awful service- sales associate was so rude and snobby. Tiffany (if she lied again its Tahkrah)- so so so rude; major attitude problems. I asked if there was another sales associate I could ask for help because of her disgusting attitude and she straight up lied and said "unfortunately not." Then another person comes up the stairs. First, she scolded me for pulling the floor samples as if there's signs telling people not to. Then nastily said "we pull them from the back." And she's giving such negative energy through the entire experience just holding her attitude in her gestures. She must have serious issues but it shouldn't be the customer's problem. She should work somewhere NOT in customer service. Maybe flip burgers but not talk to people read more

We ordered a 3-component desk from Pottery Barn in June. There was a crack in one of the pieces--it is now September and we still are having a problem replacing either this component or the desk. We will never order another piece of furniture from Pottery Barn ever again read more

Cheaply made and overpriced! I bought a dining room table over a year ago and it started falling apart. The bolts that connect the stand to the table are falling out. Customer service told me there's nothing they can do after a year and that it's normal wear and tear. So it's normal for an $1100 table to only last a year? They gave me the name of a furniture repair company and said I was on my own. Classy, Pottery Barn. read more

Terrible customer service. Could not provide a COI on time for a $6000 bedroom set even after multiple store visits, phone calls, numerous emails and fake reassurances. I had informed them about this 5 days before the planned delivery and they still would not do it. Their furniture looks poor quality and is falling apart in their store. The set I picked was not manufactured by them, but apparently since they are delivering it means things will still go badly. Don't waste your money or time there. I returned this set for better of peace of mind and less trouble in the future. read more

If you want to be completely ignored and not helped- go to this pottery barn. Invisible from the moment you walk in the door until you leave. Associates love to have conversations with each other but don't expect a hello or even a smile. It's been years now. Nothing has changed. When you do ask for help- it's like they're doing you a favor. read more

Love the store and have had a good experience with the staff there. First couch was 92 inches and wouldn't fit in my elevator so 2nd time I ordered an 82 in couch. Here's my problem. They do this day in and day out. Why am I on the phone at the 11th hr to get a certificate of insurance from the deliverer. Why do I have to jump through hoops for this to happen. Is it all a sham? Do the delivery companies not have insurance? My large NYC building requires it, delivery is in an hour and I've emailed and called repeatedly......I'm on hold listening to music now......I don't understand this simple step......it causes me unnecessary anxiety and when I'm paying $2600 for a couch it should just be easier than this... read more

Massive New Store in the Flatiron district. 2 entrances with walk through block 19-20th street. More merchandise than any store I've been to. Large basement houses bed/ bedding. Nice employees. read more

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I had a pretty bad experience here. When I asked for help it was like I was inconveniencing the people who worked there. Also, when I was standing next to a group of employees about 2 feet away they were making fun of a customer who was there earlier right in front of me. I was ready to buy a couch there, but just went home and ordered it online. read more

Terrible service and horrifying experience coming here. I will never go back to a Pottery Barn and spend a penny . The salesperson came to us when we were trying a normal sized couch, that my boyfriend and I were interested in, and interrupted by saying "the couch is too big for you" and led us to a small couch. When I responded that the couch felt uncomfortable like a chair, she replied by saying that you're short (her and I are the same height) and your boyfriend isn't 6'3 (he's 6'0 feet btw), and it was ridiculously uncomfortable for him. She continued to make the same unnecessary short remarks to us until I told her we can look around ourselves. It was demeaning for the both of us and we felt disrespected, with the interaction coming off as racist. read more

I received a gift (Pottery Barn product) that I had no use for. I contacted Pottery Barn and they promptly sent me a mailing label for the return, at their cost. The item was verified as returned on November 19, 2021. As of today, my 4th call, no one can tell me when my refund will arrive, or even if it will. It is allegedly under review. This information rec'd today after being told two weeks ago that it was already mailed (gift card) and I would receive it in three days. Very disappointing! We have been fans of the company for three decades. Our bathroom is furnished with PB cabinets, mats and towels. This is likely the end of our relationship with them. read more

Great service today and exceptional professionalism from, Thomas. It's nice to see that service with a smile and customer assistance is still important to some professionals in the retail industry. Bravo. read more

Joshel and Redmond (Store Manager) are amazing! I'm moving to DUMBO with my girlfriend Amy and we needed help navigating the endless world of furniture, decor, etc. They dropped what they were doing and gave 5* service (70 mins) - ensuring we found everything we needed. You've earned a life long customer PB. read more

This is about Pottery Barn online; a disreputable store. I purchased a wall clock on 12/8/22 to be delivered on 3/20/23. I called on 1/3/22 to cancel the order. The customer service agent said the cancel wouldn't go through because since it's being shipped by the manufacturer, the option to cancel belongs to the manufacturer. I said it's on Pottery Barn because I bought it from Pottery Barn. She agreed but all she could do was put in a request to the manufacturer. The clock cost $127.38. This is really bad. Pottery Barn is really bad. don't buy online from them. read more

This location has quite the not so welcoming staff. Ive come in looking for duvets and tried to know the difference between the types they had . It was like I was bothering the employee to learn about their product. Won't be buying from here . read more

To be clear - this 1 star (wish it could be 0 star) review is based on this specific location in Manhattan. At the beginning of this week, I walked into the West 20th Pottery Barn on an impulse, because I had been searching high and low for a classic quilt to put on my all-white bed. The store is decorated beautifully, and when I entered the lower level floor with all of the bedding displays, I thought I had died and gone to heaven. I found the quilt I had been considering immediately. I approached the saleswoman and asked for help deciding on what to get. It was a strange experience - while I knew I wanted what I had been looking at, she made it extremely easy for me to get the items in my hand (read: extremely difficult for me to walk away from a sale). I'm a big girl and knew what was happening while it happened, but I decided to make the purchase anyway, because the product solved my problem. After spending $500 in record time, I came home and was thrilled to put the quilt and shams on my bed. However, today, I was browsing the Pottery Barn website and noticed that there is a 20% all bedding sale happening, so I was obviously interested in finding out if I could get a price adjustment, since it had only been 6 days since my purchase, and still within my 30 day return window. (Note: I didn't EXPECT this to be the policy, although ridiculous: I just wanted to be clear on the policy before making any decisions about keeping the items.) I called the Pottery Barn customer service number, which was horrific. I got a woman on the phone who seemed nice enough, but kept claiming she couldn't find me in the system. After emailing her my digital receipt and reviewing the physical receipt I still had in front of me, she told me the price adjustment would be "no problem", and that she just needed to place me on a brief hold so she could get my order number from a different department. I waited on hold for 31 minutes, until my call was DISCONNECTED. I couldn't believe it, so I called right back and got a different representative. He confirmed that I could get a price adjustment on my order, but told me that unfortunately, they couldn't see in-store purchases over the phone, so I would just have to call the store I purchased my items from. An hour into this attempt, I couldn't find myself giving up, since I was looking at a $100 price difference, and I had been assured by TWO Pottery Barn customer service agents that a price adjustment was available in my future. Then I called this store and spoke with Cynthia. When I explained that I had been tossed around already by the main customer service number, she aggressively said, "We don't do price adjustments." I obviously stated that I was confused because I had just been told by two reps at Pottery Barn customer service that they DO price adjustments. She had zero sympathy and very curtly said "we haven't done price adjustments in 2 years, so that's absolutely incorrect" - as if I had made this information up in my head. Out of frustration, I asked Cynthia if she understood that I would then just be returning my purchase to the store and ordering the discounted items online, to which she abrasively said, "have a good night ma'am" and hung up on me. As a last ditch effort to get some clear information, I called the Pottery Barn in Lincoln Center (Broadway and 67th St.) and reached someone who actually cared about being a decent human being. Joseph. Dear, dear, Joseph - who is a design specialist in this location. I explained the run-around and my horrible experience up to that point. He quickly took my information down from my receipt, put me on an ACTUAL brief hold, and came back saying, "I adjusted your price. To be clear, we do not do price adjustments any longer, but you don't deserve to be treated this way, and you shouldn't have to run all over Manhattan returning things just to purchase them again." What Joseph didn't know, which I was happy to tell him, was that I am physically disabled and have been since birth (33 years). I have an autoimmune disease that causes arthritis in every joint in my body, that is treated by chemotherapy. Having to go all the way back to the store to return my items would be more than an inconvenience; it would be detrimental to my health. Maybe I'm naive, but I think spending a quick $500 during my commute home from work is a lot of money, and I was so appalled by my treatment at the customer service number and most specifically, this store, that I was prepared to never purchase anything from Pottery Barn ever again. If you are in Manhattan and you need to go into a store, I recommend going to the Lincoln Center location at 1965 Broadway and look for Joseph. He's the only person that seems to know how to treat customers at this company. read more

The $350 chair arrived unassembled with the wrong parts and the wrong color. The replacement would take another month. Customer service keeps you on hold for 40 minutes and offers no help at all. The worst. Never again. read more

Do not buy from Pottery Barn!!!!! Pottery barn is the worst company!! They don't care about you or your purchases. Their quality is garbage! I've received most items broken and damaged! They make you jump through hoops to make things right. So much wasted time and horrible stress!!! But from Wayfair. They have a Greenguard filter on most items and you can get similar quality minus the stone of stress and wasted time you don't need in your life. read more

I WANT TO FIND EVERY FORUM TO DESCRIBE HOW ***TERRIBLE*** my experience with Pottery Barn pottery barn has been. Saga full of tears and agony and frustration over a bed!!! Causing multiple family members on my end terrible inconvenience and stress. Ordered a bed in November... for which we had to call customer service several times. There was a point when they couldn't even track half the parts of the bed.. then came a series of lies and deceit about delivery times... they were oblivious and didn't even know where half the parts of the bed were.. we had to Force the pottery barn team to do their job and track our stuff down. For weeeks we were told the bed would arrive next week. Finally after much agitation the bed arrived only to realize all 4 drawers are missing. Now I've been told to wait two more weeks so they can get the drawers across... still not sure I will ever see the face of a complete bed. I was warned never to order from them.. this unfortunately was a gift from my brother who spent a shit ton of money on this bed... in preparation of arrival of guests in our family. WHAT AN AWEFUL EXPERIENCE AND ONE I WILL TELL EVERY SINGLE ONE I KNOW IN THE WORLS read more

Very frustrated with this store. They need to have professional staff. At least train Themis they understand how to handle customer requests. read more

Pottery Barn is a sham with customer service that hates its customers. I will save you the sob story of spending $$$$ on their stuff and then dozens of hours trying to work through their customer service system to get a simple replacement. Run-arounds, hang-ups, unresponsiveness, empty promises to follow up, lies. I will never again buy another pottery barn product. Shame on you. read more

I ordered and paid for a dresser months ago. it was supposed to be in stock. I heard nothing about the delivery until I called several times and after an interminable hold they advised the dresser would be delivered Sept 24. They notified me by text and email with a time frame. The morning of the delivery I got a text that it was an hour away. I waited and nothing came. Nor was there any communication. I called 3 times and after waiting on line was told the delivery was canceled because the dresser wasn't on the truck! Horrible customer service! I will never purchase from PB again! read more

The customer service at this PB is pure unadulterated trash. I'd never speak this harshly of anyone/anything but this is literally how the Chelsea staff treat customers, like trash. Whoever is in charge of staffing needs to clean house. Put the current staff out of their misery because clearly these people do not want their jobs. Today was my third and final time here and the second time I've given negative feedback to someone behind the counter regarding their service. Good luck being greeted or interacted with in a decent manner. Spending a few hundred dollars won't get you better treatment either. These people are miserable. And for what? Y'all are literally selling sconces and pillow inserts. Quit treating customers like y'all have some sort of beef with them. read more

I want to say how appalling the service is here. There were 3 people waiting behind me wanting to buy products on a Saturday. The saleswoman told me they didn't have a firm pillow in stock and that it would arrive in a week. The tracking order said it would be 3 weeks, ok, line and behold on the delivery day, it wasn't even shipped! I would never shop here again and I hope if you read this post you feel the same way. The product is OK, just the service terrible. They had a water fountain with no water, even asking for water they said they were too busy, all on a hot summer's day. To me, this showed their ability to service the customer. There wasn't even any compensation for a product that was not even shipped when it was supposed to. All they said was "OK, here's a refund". 1 star. read more

Extremely rude staff! My friend and I were sitting on one of the couches for no more than 5 minutes when a sales lady told us that we "shouldn't be loitering" and that "this was not a coffee shop". She then continued to glare at us as we walked up the stairs. Incredibly disrespectful and uncalled for. Don't work in a customer service industry if you're terrible at customer service! read more

Zero stars. Terrible customer service especially managers Akila and Jocelyn. Abrasive, rude, unprofessional. Do not recommend shopping here.