Pottery Barn

Apr 11th, 2022

Mar 28th, 2022

The store moved to Fenton in Cary. Customer service is horrendous (and that's kind). One of the manager's Kat, was the least helpful employee ever. We needed to exchange an $8 bowl - it was beyond 30 days, which we understand. However, we explained the extenuating circumstances - told her we had Covid and told her we could show proof. She could not be bothered. It's not a stretch that over the years, we are in the top tier of spending customers. She did not look anything up. They were not remotely busy so she had time to check. The answer was: no, no, no, that's our policy. She did not even pretend to give us the time of day. The experience was a through back to DMV 20 years ago.  Though, even DMV staff exhibited more pleasantness, tact, & professionalism.
Feb 28th, 2023

We ordered a product that kept getting delayed for months.  Each time we called they said they shipped it.  After 6 months of us calling them, they finally shipped our product.  It went to the wrong address.  We finally recovered it and it was the wrong product.  So we did a return and had to keep this huge box in our entry way for 2 weeks for them to pick it up.  Ordered a new one and they said it would take another 5 months after we had already waited 6.  So we said screw that, just cancel the order and give us a refund.  Then they said they can't give us a refund until it ships (5 months from now) and then we will have to call in AGAIN and have the product sit in our entry way for 2 weeks AGAIN.  We have had to call in literally 20 times.  Every time they do something they expect you to call back.  I can't believe a company that used to be so reputable has fallen this far off the cliff.  Post COVID, it seems their quality has went WAAAAY downhill.   I will never buy from them again!!!!
Jan 1st, 2023

The sales representative was very helpful and accommodating. My complaint is not with him but with the company's billing department. I had made a fairly large purchase that was going to be delivered in various shipments over five months. I was told my credit card would be charged for each delivery when the shipment was made. However, the billing department billed my credit card for the entire order at once. This was an irritating surprise, but I could have accommodated that billing even though it would have pushed my card to near the limit. The billing department then, one day later, erroneously billed my card AGAIN for roughly 70% of the order; i.e., I had now been billed 170% of the order. This resulted in my exceeding my credit card limit by over $5000 which caused my credit card company shut down my card. To make matters worse, I was planning to leave on vacation the next day and needed my card for the trip. I tried reaching Pottery Barn's customer service but after 1-1/2 hours on hold, I gave up. I then contacted the store manager and was told that he could do nothing about it, but that the charges were "test runs" to confirm available credit and that they should fall off in 5 to 7 days. He had no explanation at all as to why my card had been double charged. I was ultimately able to transfer money from my checking account to make an advance, online payment on my credit card to lower it to below the allowed limit thus freeing it up for use on my vacation. The entire process cost me three hours of time during a work day, and when, Pottery Barn's erroneous charges are finally reversed, I'll have approximately a $10,000 credit on the card that will take several months to spend down. The take away is to be ready for large, erroneous charges to be placed on your credit card.
Apr 12th, 2022