Pottery Barn, The Woodlands TX

I wanted to purchase a few things however the gentlemen who works there was enforcing my mother to wear a face mask. The issue is; he was not properly wearing his face mask as it was covering his mouth but below the nose. Some feedback; if your enforcing the company policy then please lead by example. I will no longer support Pottery Barn as he created a hostile environment and told us “Bye! ”

WORST customer service! The staff talks for hours to customers that at the end don’t buy anything and ignore the FEW that want to buy their overpriced stuff. You’re going out of business soon with that attitude!

Always been a fan of pottery barn but just recently had a bad experience with them. Purchased 10k worth of furniture in store, one being a 4piece sectional paid 7-8k. Almost 8 weeks waiting on delivery because the wedge was lost during transport, then cancelled, then stuck on a truck at a location waiting to be offloaded and a lot of confusion with customer support on what the actual status is for the order. Then when delivery arrived, the chaise ended up having a completely different cloth/texture compared to the other sections and it was a different color. We refused delivery and were told it will take 7 days for refund to go through. I guess I’ll wait and see on the refund but we were tired of dealing with customer support, we will buy a couch locally and have it delivered same day. Felt bad for the drivers and was about to tip then a 20 each however they took off without any acknowledgment whatsoever.

Besides this, the in store rep was fantastic at helping us make the purchase, just not sure if I will risk buying from PB ever again.

Bought big daddy furniture online over 5K for a complete bedroom set. When we recieved the dresser we noticed it didn't look like the picture online or the one we saw in the store. Called customer service and quality assurance and QA told me that 8 "X's" going across the dresser were not done on purpose and were part of the original wood. If they were honest the dresser I was given wouldn't be displayed in the store and certainly not online and yet my options are to A. DEAL with it B. Return it for a refund C. Buy another dresser than return the dresser I bought for a refund which could take a month or more. Why can't I exchange it? Because they dont think anything is wrong with the one I have. Disappointed in Pottery Barn and these ability to resolve a simple issue. Buyer beware! Big Daddy Set has a range of quality what you see in store will likely not be the quality you receive.

I dont get out of the house much anymore but when I can I always shop here. They are always nice to me and help me take my things to my car.

If you got some money to spend. This place has some beautiful home decor. They pack it to the gills. So there's lots to see and different collections to consider. The staff was friendly and very helpful.

Overpriced, quality did not match it's price and expectations. Lack of customer support. Inadequate return policy.

I love Potterybarn! Have had great experience with online customer service and buying. The store however is a mixed bag. Today I wanted to buy Mateo coffee table an associate told me it’s not available in store, I asked for it to be shipped to store so I don’t have to pay shipping which apparently they don’t do anymore. I asked if there is a shipping discount for ship to store but there wasn’t. I said I’ll just order online than. An associate called Kimberly proceeded to tell me that it keeps their store open and I can just come and pick it up or they can order to home. My point is if that’s the case than offer incentives to customers like ship to store free so I will come and order In store instead of from the comfort of my couch! I refused and said I will think about it and left the store. I than remembered I didn’t ask if another store in the area had it. I went back in and couldn’t find the associate I was working with or Kimberly. I talked to another lady Shannon (super nice and friendly) and another older lady. They told me it’s not and offered to determine if there will be a difference in shipping cost between store and home. Kimberly walks in and tells Shannon someone else was helping her out and what does she want while I’m standing right there! I understand there must be a system in place in store but I found that very rude to be talking about the customer right there and not even trying to conceal it or whisper.
Kimberly definitely needs a refresher on customer service and relations. I did not appreciate her condescending tone or attitude.
I do not expect associates to act like that at a reputable store like pottery barn!
I will go shop there again but won’t be talking to Kimberly!

I ordered online, PB sent me the wrong HP backpack. They said they'd replace it 6 months later when back in stock, but for me to mail wrong one back. I went up to the store and Jamie lady was great. She called PB and made it to where I could just get a refund and she took the wrong backpack to mail back themselves. Great customer service!

Wow, Kimberly talked me into letting her order my chairs instead of on the website to save the bricks and mortar stores. NEVER again. 3 calls to find out when my chairs will be delivered, she suggested I call the delivery company to schedule it. Seems like they be calling me, customer service means the customer servicing themselves. TERRIBLE

I was going to buy a chair that was mislabeled. Monique said they were going to honor the price that was marked. I had to leave the store due to a family emergency. When I called the store another employee said I was unable to purchase over the phone NOR would they honor the price I was promised. I WILL NEVER SHOP HERE AGAIN. I WILL ORDER ONLINE AND LET THEM GO OUT OF BUSINESS. I dont give business to people who basically call me a liar over the phone.

They always have cute stuff & if you know what your looking for you can call ahead and they will hold it for you. If they don't have it in stock they can order it for you over the phone.

Love shopping there very Beautiful things. They had some pretty blue mugs on sale that I had to have. Looking forward to coffee tomorrow morning

I was pregnant with my first baby.been waiting a long time for this.and my mom wanted to get us something special. We picked out a custom wingback glider power recliner and placed the order. I was so excited despite the fact this was a very expensive chair. We were told it would arrive in 6 to 8 weeks.we placed the order on July 19th. We received no communication at all after placing the order. 6 weeks came and went. We called the store and were told it was still on time. 8 weeks came and went. Called again and were told it would be delivered in 2 more weeks. That's 10 weeks.not 6 to 8 as we were told. No explanation was given nor any apology made for the delay. 10 weeks came and went.we called again. We were told the chair was sent to New Jersey. No explanation why this mistake happened, no apology for the delay, no effort to make anything right. We were told it would be delivered on the 5th. I received a call while at work that the chair was being delivered. It did not work. It would not recline. The motor would not come on. They took our chair back. We called customer service again. No apology. No plan to make this right. No supervisor would speak to us. We were told we could send the chair back (which had already happened) or they could send a replacement. He told me he would have someone call me that day or the following at the latest. I reviewed my phone number and specifically asked for a phone call NOT an email. I never received a call. We did get an email asking for pictures of the damaged furniture. I went in to the store at the Woodlands Mall where we placed the order. I asked to speak to the manager. I told her our entire story. She seemed empathetic and did apologize. She also took down our contact information and name. She told me that she would reach out to her district manager and they would call us back. This never happened either. No one from pottery barn has made any effort to make this right. I told her that day that this was a really big deal to me. This was the one big gift from my parents to me and the baby. I am their only child and this is their first grandchild. My mom has a house full of pottery barn furniture. We have cancelled our pottery barn credit cards and accounts. I told the manager that they not only ruined this special gift for me and my baby but they also lost an entire family of customers. I will never shop at a pottery barn again. Yes.this was that big of a deal and their lack of customer response made the entire situation even more upsetting. I know at this point they have no intention to make anything right or even have the common courtesy to give us a call and apologize.
I received a call today from the shipping department. I was placed on hold for 58 minutes. I finally spoke to someone and got the ordered cancelled. We have still heard ZERO from the quality control department or anyone else. Every call we made to customer service was pointless and most of the people we spoke with were rude and unhelpful.

I normally do not write reviews; however, I had such a bad experience with this location that I refused to return when prompted to. My mother and I walked in on a Saturday afternoon searching for a rug. We had walked around the entire store numerous times and not even a single sales associate approached us. We stayed in the store for about an hour looking at a specific piece of rug while the one associate was restocking and all the others stood around socializing. As we were walking out, one associate greeted another customer that walked in while ignoring our company. Maybe that customer seemed more willing to buy, I don't know, but they just lost a big sale either way.

Ordered bed for teenage daughter a month ago, and have yet to receive any word from pbteen. Order status shows it sitting in Arlington warehouse, ready to be delivered. I've called and spoken to customer reps twice and they try and transfer me to furniture delivery, only for the line to go dead after waiting on hold. The customer service of this company is lacking, and order/shipping process isn't worth the hassle. I recommend shopping elsewhere given many of the larger companies have no problem delivering items within 2 days. Tomorrow makes a month since the order was placed!