Worst corporate customer service. Purchased an $1800 dining table and 14 months later the finish is coming off on the top. Since it's been over the "one" year mark, I was advised to go to their website and buy a touch-up kit. I shouldn't have to pay additional money in an attempt to fix poor quality. If it was one spot, maybe I can understand, but there are multiple areas where the finish is coming off. Way to stand behind your product. Never again will I purchase a Pottery Barn product. read more

Worse customer service department of any retail store. Ordered 3 personalized sleeping bags for grandchildrens birthday. Only one personalized but charged for all 3. Called customer service and explained error. Rude representative and told to just return them. Requested to have pick up since my son's family lives in rural NY and have 3 children all under 3. Refused and started could not do anything to accommodate me or give any type of discount for inconvenience if their mistakes. I have purchased these products before and frequent pottery barn and could not be more disappointed. I will no longer shop at this store due to their poor customer service. Please note all other reviews of their customer service complaints. I wish I did before I started purchasing from this company. read more

Worst service I have ever received in retail. I do not leave reviews, ever. I purchased bedding from the online site costing over $350. I washed it and was not happy with how it looked after, even after ironing, etc. I took it to this location to return, within my return period, and with a receipt. They would not do the return because it was washed. Not only that they were so rude about it. Going on and on about OCEA and how they can't resell it. Uhm y'all, calm down. This product does not need to be resold to anyone if it looks like this after a wash. Anyways, will not be returning or buying anything else from pottery barn. I'm officially taking a Phoebe Buffett response to pottery barn. read more

Pottery Barn - After wash, - Home Decor Near Me - Wilmington, North Carolina

1. When did it become ok in customer service to not thank a customer for their business? 2. When did it become ok in customer service to not say a word to a customer when they want to check out, other than to ask them to donate to some cause the company decided to promote? 3. When did it become normal to not post sales prices? Just asking for a friend. read more

I love to visit this store. It's much larger than most stores and has nice displays. I love their sofas and chairs. And their dish ware is gorgeous. I love their homes accessories, throws and pillows. I do wish this store stocked more of their bedding and lower priced accent tables. Or even art work. It seems like anything that I want, I have to order it on line. They don't carry a lot of items in the store. Even still, it's fun to stop by and look around. read more

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I ordered a very expensive couch and was give an estimated date for delivery. Pottery Barn called to deliver the couch on 1/6/23 I got rid of the old couch the night before. They called 30 mins before delivery and stated they only had 1 piece of the 5 piece sectional. I refused delivery, they tried to deliver the same piece 2 weeks later with out slip covers and no other pieces. They than set up 2 more deliveries to which they canceled every time as they lost part of the couch. The final straw for me was they scheduled for 2/28 and called on 2/26 to cancel as they again have lost part of the couch. All they could say was I am sorry this is not normal- but after reviewing all the comments it is normal. They would promise to call back and never would- I had to constantly call them. They actually sent an email to deliver the couch on the 28th after I canceled and then later realized it and canceled that as well.The Wilmington Store where I ordered it was no help and just continues to tell me to call customer service.They never once tried to rectify the problem of the missing couch- I guess they just figured it would appear one day! AWFUL- Will NEVER shop there again. read more

Sales associates are in a world of their own. Been in 3x now and not once acknowledged. For that fact alone I order online choosing not to support our local store. read more

Worst customer service in the Wilmington mayfaire location. Refuse to go there again. Had asked to speak with the manager, I believe his name was Martin. Wouldn't even look me in the eye and walked away mid conversation with an associate read more

I love Pottery Barn, but I am never greeted when I go in there, so I order online. The staff chooses who they want to help based on the way people look and dress. They are obviously not on commission the way they treat people. read more

Heather was nothing short of SPECTACULAR! Sincerely, this was one of the most pleasant shopping experiences I've ever had. Heather was patient, kind, extremely helpful and went above and beyond more than once. The entire staff was friendly and was eager to assist but never pushy. I will definitely be back to shop this store because of the exemplary customer service I had. Thank you!! read more

I have given the Mayfaire, Wilmington, NC location several chances, but today was the worst. IF there are sales associates, they are not usually out on the floor and available to customers. IF you can find a sales person, it is highly unlikely that he/she will know how to help you. I have much better luck answering my own questions than asking employees of this store anything about their products. I really like to support my "sticks and bricks" stores, but shopping online is sooooo much better than shopping here. It's the worst retail experience in Wilmington. The sales associate today was downright rude to me when I was doing a return. My last trip to this store was today. I'll shop online or in Raleigh or wherever I happen to be. read more

We just visited this location in Wilmington NC. None of the associates spoke to us or even acknowledged our presence. Nice store but personel needs training in good service to patrons. Very poor service! Considering this is a high end store, lacks good service! Chances are we will not return!!! read more

This Wilmington store is the closest to where we live, in New Bern, NC. The sales people were nice and knowledgeable. We chose the Basic Sofa, with the Twill Slipcovers. As we were to learn, it would need to be ordered, and shipped to our home within six weeks. They were to call us ahead of time for an appointment, and they would need a two hour window. We were assured that they would bring the sofa in, place it in the correct room, install the Slipcovers, and discard the packing materials. And we agreed to all of this. They did everything, EXCEPT they refused to install the Slipcovers. When asked about it, they told us it wasn't part of the deal. When we called Customer Service, to report the lack of service, we were told that the delivery guys were indeed supposed to install them! They told us they would send another team to do the installation, and that someone would call us to make an appointment, within two days. After a week of waiting on a call, we just installed them ourselves. Turned out to be easier to do than we had imagined, but we were NOT happy with the inconsistencies in their service. read more

Love Pottery Barn and the one at Mayfare Center in Wilmington NC is wonderful the staff is always helpful. I have them special order items do returns from the catalog on from online no ever has given me a hard time. If I have reward points and want to combine them with my military discount and I another coupon they do it. Just can't say enough about how nice the staff is. Selection at the store is nice and the store is always clean and well stocked. Thanks for being in Wilmington read more

I was planning on buying new living room furniture and went to Pottery Barn since they were offering free design service. I gave my room dimensions and sent pictures to a design associate. She called me back and said they were having a big Labor Day sale the next week and recommended I come in for an appointment to place my order. I assumed since I had an appointment that I would have her exclusive attention since I was planning on spending a fair amount of money, but the whole time we were discussing my furniture, she kept stepping away to answer the phone and wait on other customers. It was very, very busy and frustrating. PB has a crazy system with the catalog and retail outlets don't have the same access and pricing on all of their items. The ordering process was cumbersome and tedious, and one other employee in particular was making condescending comments instead of helping with the computer system. I guess you get what you pay for. If PB is going to advertise free design service, then I think they should concentrate on how to make it a pleasant experience. I was ready to order more furniture, but after 3 HOURS (that's how long it took to order one sofa and a rug), it was time to leave. read more