Pottery Barn ONLINE Customer Service is the Worst I've ever experienced. I wonder if they are having financial issues... I bought two headboards in December. Got a notice of delivery in April only to find out one was missing and had to be replaced (wouldn't deliver the one they actually had without the other). Then got a notice of delivery in May but was then told the original headboard was now missing. Finally gave up and returned the order and they refunded me HALF of what I paid. After 5 calls with "customer service" they agreed to refund everything and provide me compensation for my trouble with a gift card. Of course the gift card didn't work...had to call again, then found out the gift card amount was actually subtracted from the amount they were supposed to refund me! I was going to pay for my own gift card!!! Today, I got a refund and the gift card ..still had about $75 less than promised but I give up at this point.. OVERALL, horrible customer service. So many calls to them and you can never get to someone who is actually helpful. No one ever called back to tell me what was going on with my order. They kept $1500 for 6 months and made me fight to get a full refund even when they were unable to deliver my order. read more

Over the last 3 months I have ordered different items from P Barn. While they showed they were in stock when I purchased them, the items never came and then I got emails saying the items are not in stock and won't be sold any longer. These items were on sale. Just say you're out of stock online! I bought a Peter Rabbit dish "set" and now I don't have 2 bowls in the set. Is it the end of the world? Of course not. Just tell me it's not in stock and I won't get that set in the first place. It's happened enough times this year that I won't be shopping there any longer. read more

I normally wouldn't even bother to post a one star review but today I received really terrible customer service at the Walnut Creek Pottery Barn and completely understand why this store has a 2 star Yelp rating. The sales associate on the floor seemed like she was actively avoiding eye contact with me and my mom, until I said "hi" - which caused her to say "hi" but keep walking past us until I said we have question about the basket selection. She said "we have plenty of baskets, you can check online or ask the cashiers to pull up the website." ???? I noted there wasn't much selection on their shelves and asked if what they had on the floor was all there was in store (yes). No wonder brick and mortar retail is dying - I'd much rather go to West Elm, CB2 or Crate and Barrel at this price point. I didn't catch the associate's name but she was an older brunette lady. The cashier (Sofia) similarly made us feel unwelcome - "what can I do for you?" (NOT in a friendly way) when I was standing in line holding my purchase, ready to check out. Is it not obvious when customers are ready to pay? I wonder if she was condescending because it was a sale item. Won't be returning to this location and sours me on buying anything from Pottery Barn in general. Train your salespeople, alternatives are abundant. read more

LINDY was especially great. She took the time to answer my questions, give me design advice, and help me achieve my vision. When the price point is high, it's nice when the customer service meets that. I'm surprised by some of the bad reviews. I had a great experience. All of the sales associates were clearly busy with store-related work, but were quick to pause and assist when I had questions. read more

I love downtown Walnut Creek. I love Pottery Barn. But, not this store. It's the corner space inside of a beautiful building. Yet, it's feels small, even cramped, and just not well laid out or merchandised well. It's certainly not welcoming, and you aren't inclined to look at every aisle like all the other locations I've been to. Nope. I'd rather order online, or go to the shop in San Ramon at the City Center. read more

In December we purchased a couch from Pottery Barn and deeply regret it. Literally within weeks it looked tired and worn. Appeals to Pottery Barn were met with indifference, shrugs or non-responses. The message was effectively, "it's not defective, it's just a low quality product that we sell' Specifically we ordered a Pearce Modern Square Arm Upholstered L-Shaped sofa. Within a week of delivery, the cushions looked crumpled and saggy. One spot where I typically sit in the morning was already crushing and "fluffing" didn't return it to its original condition. Pottery Barn was initially responsive, asking for photos of the problem, which we sent. Then nothing. We had to initiate follow-up and when we did, the representative was as helpful as a rock: not our problem, it's not a defect. We tried again later and the rep was more pleasant, but the response was the same: tough. What's more maddening is if we'd seen this defect in the showroom example of this couch, we clearly wouldn't have bought it. One wonders if it truly was the same as the one they sent. Bottom line: Don't buy furniture from Pottery Barn. (Note: Pottery barn also owns Wes Elm. Just sayin') read more

Customer service is horrible. Went in yesterday and the sales associates are rude, condescending, have an attitude and make you feel like you are inconveniencing them and that they are better than you. The whole experience was so bad I will never come to this location again. Experience was so bad I don't even want to give pottery barn any future business. Whole thing is such a shame. read more

I've purchased many items from Pottery Barn but will never do so again. Their customer service is now awful. I've been trying, for over a year, to return or have a damaged sofa repaired. After making multiple calls and sending multiple pictures to no avail, I finally contacted the better business bureau. They were told that someone from pottery barn had reached out to me. That was a lie. I've spent tens of thousands of dollars at Pottery Barn over the years but the service I received during the past year has been beyond awful. I spent over $2500 for a "Jake's bench" that had a sagging filling and baggy cover. No one from Pottery Barn contacted me to resolve these issues. read more

Pottery Barn - Sagging bench - Home Decor Near Me - Walnut Creek, California

This was the worst experience I have ever had purchasing anything. The sales associate was completely incompetent. She asked me to come around the table and put my own information into the computer multiple times for her. That should have been my first red flag. She also told me that the furniture that I purchased was available in February, however when the receipt was printed it said June. When I pointed this out to her on the receipt, she said to call on Monday to cancel - but she did not inform me that these items were made to order so could not be cancelled. This sales associate (through idiocy or malice, I will never know) LIED TO ME about my purchase and as a result I have been fighting with customer service for weeks. Because of these lies I am not able to get my money back on this purchase. PLEASE DO NOT BUY ANYTHING FROM THIS STORE. read more

I am shocked at Pottery Barn. For years, I have owned their beautiful large pocket watch clock. Recently, it was knocked off a table and broke. I immediately ordered a replacement, for the same high price. what I received was a dime store version of the original clock....a low quality, light weight version that I might find at any cheap low quality store. Shocked at such poor quality! I own couches and chairs from Pottery Barn but after this experience, I won't be buying furniture there again. Who knows what I might receive... read more

I purchased $86 in holiday items today at Pottery Barn store in Walnut Creek. The cashier added $63.00 to my bill for a product that I didn't bring to the register, nor was it added to my bag by mistake. She scanned a Cozy Cloud Plush Throw for $63.00. I'm so glad that I looked at the bill before walking out of the store. The total seemed kind of high for what I purchased. To make that mistake, the cashier had to scan the tag of that Cozy Cloud Plush to get it on my bill. Sketchy people being hired for holiday help. My advice is look at your receipts. read more

I bought $3500 sectional leather couch after 3 1/2 or four months I noticed some discoloration of the leather, where I lean my head against. The dye came off and I was communicating with the service department. I sent them pictures and they said it's wear and tear, so they cannot help me out. Personally, I think that should not happen. I understand if the couch would be four years old but after four months, it's unacceptable. I will look into it further read more

Pottery Barn - Leather cushion - Home Decor Near Me - Walnut Creek, California

Truly one of the most dishonest and sketchy businesses I've ever dealt with (although the lady at the store was lovely). In a nutshell, I ordered a set of chairs 10 months ago that were supposed to arrive 9 months ago. Throughout the 10 months, when I would check in on the status, I was told there were "delays in manufacturing". A month ago, I asked to speak to a supervisor to ask if they could look further into the matter, as this wasn't making any sense. I was told "supervisors never take customer calls because Pottery Barn deliveries are always delayed", and that "10 months wasn't uncommon". HUH?! Never again. read more

Can't give zero stars....The worst online shopping I have ever experienced! Sent me the wrong sheets THREE, yes THREE times!!! I live in a remote place and have to drive an hour to return things. This is unacceptable - boy has this company gone downhill! read more

I ordered 3 large fluted terracotta pots back in Aug 2024, 2 delivered shortly after but the last one was back ordered and in December I received an email that it was not going to be filled and the remainder of my order was cancelled. I called the number on my email but because it was ordered through a Trade Partner they couldn't help and they provided me with a different number. I tried that number 3 times and each time it rang once and my call was disconnected. So I called the store I ordered from in Walnut Creek and spoke to Lindy. I asked if I could return the 2 from August and order a set of 3 in a different color. I was bummed it couldn't be the terracotta color that I had my heart set on. It was Xmas week and the store was very busy, but she called around, found 2 open box terracotta units in Las Vegas, but they won't ship opened box pots, so she arranged for her manager's daughter to drive it up for me. My husband picked it up the day after Xmas. You don't find that sort of customer service very often these days! Thank you to Lindy, her manager Heidi, and Heidi's daughter! I love the set of 3 terracotta pots! read more

This review is for the Pottery Barn company not the Walnut Creek store. In purchasing the Emily & Meritt bedspread quilt using a decorator the company is unwilling to make adjustments for its poor quality! The top of the quilt has small tears and holes where the stitching is. I have sent them pictures and the order number but they will not replace the item. I've explained that when I use the decorator I'm out $150 an hour for her to deal with the problem. Cheaper for me to just buy another spread. So be careful what you buy from PB as the customer service is terrible. FYI all the furniture I've recently ordered from them has been on extended back orders yet I've been patient. read more

Pottery Barn - One of the multiple holes all over this bedspread. - Home Decor Near Me - Walnut Creek, California

Got hand soap as a wedding gift that was spilled everywhere when I got it. Heydi was very unhelpful and they would not accommodate a return. You would think being that this is a higher end store they would be more eager to help. Ridiculous. read more

Thank you Jonathan for the excellent customer service I received at your store today. You made it easy for me to locate items I was looking for so thank you for that. I know you were busy attending to the store but, you went out of your way to help me and I greatly appreciate it. Thank you for your excellent customer service. I will definitely be back to purchase more items soon. read more

I don't come in here too often but it's such a nice store. The employees are very helpful. Today Rita helped me and she was fantastic! She went above and beyond. read more

Snooty vibes from the person helping me... ordered a lamp in store....took over two weeks to get delivered which is not horrible but it arrived with the lamp shade squished. You have to call customer service for a return (this wasn't as horrible as I was expecting and promptly received a return label). Customer service didn't ask if I wanted a replacement or anything which is good because I didn't want to go through another crappy experience. Now I receive an enormous amount of spam mail by companies disguised as something else like "The Key" or "The Pumpkin Spice" etc which i have to unsubscribe from each time. This should be illegal. Never again. read more

It's a Pottery Barn. You know what you're getting product-wise. We stopped by to buy a few rugs and chandeliers tonight. The employee who "helped" us was so gratuitously condescending that I decided we'd just order online. Thank for nuthin, dude. P.S. We've had great customer service at the Crate and Barrel just down the road. I highly recommend taking your business there. read more

This is about the company, not the physical store. I bought two pieces of furniture in February. They were supposed to be delivered by May, but they got delayed another month and were finally delivered. Upon receiving the furniture, we noticed there were unraveling strings and very tiny, weak zippers that looked poorly sewn to the slipcovers. Also, the pictures on the website showed black fabric. The fabric is a medium grey. It has nothing to do with the resolution of my phone, these are two waaay different colors. Cool. But since we just started being able to afford quality items, we thought it might be normal that things weren't perfect and that they might have reinforced all of their seams so the covers wouldn't just fall apart. They are expensive, well known, and they claim highest standards of quality. So they should have been made correctly, yeah? It's been only 6 months, the zippers have fallen off, the strings are continuing to unravel and where the fabric is sewn together, the fabric is separating with a single thread still holding it together like it's about to rip open. We aren't rough with the furniture, and we take care of it. I called customer service, I was told the "quality team" would contact me within 3 days. Nothing. I contacted them again exactly a week later, customer service said the "quality team" is probably running behind because of the holidays, but they will get back to me soon. I contacted them the week after that because I'm starting to get worried. Customer service says that they never get back to customers within a few days, it actually takes a few weeks.....contradicting what the first two representatives said. Starting to feel ripped off at this point. We don't have money to just throw away, I'm still paying this furniture off. So I looked up pottery barn reviews after and saw nothing but horrible reviews. I thought they were supposed to be high end. I feel like I just got scammed and the company clearly doesn't care about their customers. This is people's hard earned money supporting your business during hard times, and you don't care. read more

We purchased the Miller 69" double sink vanity and while it looks beautiful in pictures, the quartz countertop is more than subpar. It is not durable and picks up any scratch. The vanity is not worth the close to $4000. I would recommend going elsewhere. We were let down but should have known as the quality of PB furniture has declined drastically over the years. read more

I am also puzzled by the negative reviews of this store. This isn't the nearest location to my home so I'm not here as often as I am in the San Ramon store. However, every time I've come here, I've been treated courteously by a friendly staff member who is eager to help. I wish that I could say the same about the San Ramon store! read more

If any yelpers have followed my reviews, I have tried to be as fair as possible in reviewing businesses. Yelp reviews have enabled me to get the best of personal and home services OR stay away from trouble ! So it is very important to me to ensure that I evaluate the businesses not solely based on an one-time experience, but several before making a sweeping pronouncement. I get it that a bad review can affect businesses - and especially smaller ones - although big businesses can be affected as well. To that end, I have gone into Pottery Barn Walnut Creek numerous times and my "expereince " has been consistently good. This review is being given in August 2023 and rating covers a half-year expereince going to the WC store. I am most impressed that Pottery Barn staff has become more diverse over the years - and that in itself - is worthy of praise. So many of these businesses especially in communities like Walnut Creek can be tone-deaf. Pottery Barn is making an effort to hire a multi-cultural staff. Not sure what "corporate looks like" - but at least in the "community" they are trying. I also see that they are hiring more "seniors" - as not all of us want to "retire." As for customer service, I have always found their team members pleasant, down-to-earth, and helpful. No attitudes, no judgement about class or social status. And the cases where I have had to return items, the process has gone smoothly. In summary: that is MY HONEST IMPRESSION OF THE POTTERY BARN WALNUT CREEK STORE. THE SAN RAMON STORE IS ANOTHER ANIMAL: I agree with the other reviews for that particular store - went in there once and will definitely pass on future visits. They are the antithesis of the Walnut Creek store. You feel like you want to remind them who the customer is ! And BTW: For the staff at San Ramon, African-Americans have money (and taste), too. So it is OK to wait on them/answer their questions. Enough said! read more

I came in to buy a bedroom set at this particular store. I was waiting at the counter upstairs to ask a question, and was totally ignored by the woman at the counter. No hello, I'll be right with you, literally nothing... quite an odd experience, didn't want to purchase after this experience read more

Rude staff. When I had a question the manager was called over by a junior staff member, and she was not only rude to the staff member as she was answering her question but she also just kind of looked me over without any friendliness. I asked another member if she knew if there was going to be any furniture on their Black Friday special and she made a face and said she had no idea what was going on for that promotion, then walked away. The whole experience was unpleasant from beginning to end; I felt like I was back in middle school with the mean girls. I live in Walnut Creek but definitely won't be going back. read more

The quality, customer service, delivery service, and financial services are all subpar. I purchased a dining room set, each chair is $699. They have tried to deliver the same damaged chair 4 times. It's been well over a year since I received the initial shipment. They changed the financing option without my consent from 12 months interest free to charging interest. Every time I call, I'm told they'll call me back. When I call to follow up, they say there's no record of my call. The chair was supposed to be delivered on 4/24 between 9 am and 11 am. I got a call at 9:45 am stating they don't have the chair, and they'll email me back when the warehouse receives it. I'm stock with a dinning room set that's missing a chair. Shop at Ethan Allen instead, better quality & customer service. read more

I don't understand all these bad ratings, get a life! In store customer service is amazing! I want to say a nice woman named Mila helped me, I hope I remembered her name correctly. She was so knowledgeable and kind! She walked me through the measurements of this specific couch I fell in love with, thrice! She wanted to make triple sure it fit in my living room. That's the care I want when it comes to a huge focal point like a couch. She reassured me that the decor I have currently would fit seamlessly and she did recommend one of their throws and rug to tie the look together. Mila had such an awesome attitude and an incredible eye for style: what a positive little ray of light she was. I would 100000% recommend this pottery barn to anyone wanting style geniuses! read more

Absolutely horrible customer service. No one greeted me as I came in even though there were two employees behind the register with no customers. I walked around the store for about 15 minutes both up and downstairs and ran into more employees who also did not greet me or offer any help. All told, there had to be at least four employees around the very small store and not one word to me until I stopped someone. read more

Atrocious company. Zero stars. Have been dealing with a return since December 2023 and 10 people cannot figure it out! DO NOT ORDER ANYTHING FROM POTTERY BARN. They will take your money. It is April 2024 and the problem still cannot be be solved. read more

I bought chairs and were told they would be delivered by July 9. They still have not arrived and sent me no emails of an updated delivery date. I had to call to give notes to the rep to update me. This is the first sign of weakness in a company. I also purchased 12 towels from the retail department. They didn't have any of the towels I wanted in the front of the store so they grabbed them from the back. Through searching for the towels and other items the associate helps other clients. Which I want to note is pretty rude. You should always help the client you're with first. She was also lazy and just rang up one item and charged me the multiple of it instead of going through them individually. I guess she just really wanted to leave her job. However, I come home to find that they grabbed different types. I wanted all hydrocotton but was given organic and classic. Perhaps if she just focused on the task at hand I wouldn't have received the wrong items. Or If the associate had rung up each towel individually we would have seen that they were different. Or if she let me go through them I would have noticed. But she told me she's only be available to help me until she clocked out and rushed my purchase. Having workers who don't care for their job and don't pay attention to detail is a second sign of weakness in a company. Last, I then called to let them know that I wanted a return and instead of being accommodating and apologizing they treated me the exact opposite. Hey I understand if it was MY mistake I might deserve the rude conversation that was partaken. But this is not the case. It was YOUR mistake and now I have to drive all the way back to the store waste my gas money and time to deal with your lazy inattentive, uncaring, and unapologetic staff. Hands down the worst store ever. Worst retail customer service ever. I regret giving them credit for my prior purchases. I would like to hope my experience was the only one, but after reading other reviews it seems others have been through something similar. Upper management should really take notes and find employees better suited for the role. I was going to buy a couch, dressers for each room, drapes for my windows and more bath supplies but now I'll look at buying them from a different company. I will never give them my business again. And you shouldn't either. Stay away. Stay far away. There's far better quality at other brands more or less expensive. read more

Ordered a new bed and bedding. The woman in the store who helped me was amazing but that's where the great customer service stopped. Bad communication, incorrect information and horrible follow through. Will never purchase from PB again. read more

This legendary home furnishing store occupies the grandest building in the Broadway Plaza of the main downtown Walnut Creek shopping center and boasts a great layout and is consistently very well arranged and decorated. The displays convey what the merchandise might actually look like in your home and is accessible and easy to handle and examine. The quality of their merchandise varies from very nice/high-end to, I would say nice/medium-low-end (but not junk). They also show their continuously-carried mainstay products along with a constantly changing collection of new products, depending on the season. I visit the store to get decorating ideas for different holidays and to buy gifts, and am never disappointed. In terms of service, my experience has been varied, but almost all good - with nice, helpful people for the most part. I like this store and it's size and inventory, the people, the location and the products they carry and would definitely recommend it. read more

Pottery Barn - Brian the Vizsla proudly shows his patriotism and Pottery Barn brand loyalty on Independence Day. - Home Decor Near Me - Walnut Creek, California

Had a return for a gift and took it in. The person at the desk said she could only do merch credit. Even with a receipt. So it was completed. Was received while in store. Had to make an account to Get it- then it said it was not retrievable. Went back for help and was told they had to do a help Ticket and we won't get it for 3-5 days. I asked then I have to come back? Can I get it shipped to me or do I have to pay for shipping. Was told just pay for shipping. What a pain. They were no help and from now on I'll just give away the undesired gift rather than trying to work with them to get something I'll use. read more

Pottery Barn - Does customer service end at the point of sale? My family was excited to get our new living room furniture that was scheduled to be delivered om Saturday (2/3/24). We gave our old furniture to friends and had the room prepared. The online tracker showed the delivery in route. The furniture didn't show up and on Monday (2/5/24), we can't get an answer from anybody at Pottery Barn. We have been told that Pottery Barn contracts with an outside delivery service so they can't help us. We paid for delivery to you, not an outside service. You should have answers! We're still waiting! read more

Poor customer service! Couldn't agree more with many others' reviews about the poor customer service they received in this store. I was about to walk upstairs to look at other furnitures on the first floor when a staff walked past, pushed me, and loudly said "sorry" without really feeling sorry in her tone! The path she walked by was obviously wide enough for her to cross without bumping into me so I totally don't understand her move. read more

I ordered the hydrocool alternative duvet insert and paid over $300 dollars for it. I received it with black looking grease marks..I returned it at the store and ordered another one. The 2nd one I received also was ruined. Poor quality control for the price you pay!! read more

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I didn't purchase in this store, I attempted an online return but was rejected because they couldn't find my order number for some reason. (Yes, I brought in all my packing slips) She tried calling customer service and they didn't find a record, either. I worked with a frazzled sales associate who was trying to help 2 customers at once and manage a long line while asking several times for help from her fellow associates. She took apart all of my boxes and scattered the contents around... not sure why she did that, it wasn't organized and I felt she was making this return harder than it should be. After a long time another associate sloooowy came down the stairs and helped out. At this point my return was completely messed up. My sales associate was completely flustered as well. I had brought in my order slips and also had my emailed order numbers but for some STRANGE reason there was no record to be found on their end so they declined the return. I went back home and reorganized the 2 huge boxes this store messed up. Next day I went to my regular store (in Burlingame) and the person was able to process all of my returns in 5 minutes. No fluster, no confusion. Thanks to the Burlingame for restoring my faith in PTB. Walnut Creek, take some deep breathes and less caffeine. read more

I wish 0 was a option. I moved to my new house i ordered sofa and two chair after 2 months the got delivered. All dirty and damaged. I refund my money because they agreed. I ordered second set i got after two months my sofa not my chairs is absolutely disaster. read more

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