Pottery Barn

Vinganani Vestige

After purchasing some sofas from Pottery Barn, I received email solicitations regarding what seems to be a new offering from Pottery Barn: free virtual design services. I was delighted for this kind of service, as my husband and I are currently renovating a few rooms in our home. It being convenient (virtual), from a reputable company, and free was something I looked forward to as a potential repeat customer. I signed up for a session but unfortunately had to reschedule it, which I did for several days from the initial booking date. Someone from the White Plains location reached out to me about this initial booking date, which was thoughtful. With the rescheduled session that I signed up for, I expected to have someone reach out to me with a Zoom or Google Meet link. When no one reached out on the day of the rescheduled appointment, I decided to call the White Plains location just to make sure I followed through on my end properly for the virtual design session. I was met with what appeared to be a frazzled design expert. They were willing to consult with me over the phone but I was bewildered about what happened to my scheduled virtual appointment. When they did not offer an explanation, I inquired about what happened. The expert said they were not a part of the management of the appointments, that they were busy in the store and could not get to all of their virtual appointments, but that they were willing to help me with design options if I sent photos of my space. I found this to be an odd response to a service that Pottery Barn solicited me for, regardless of who is in charge of managing the service. It seems that Pottery Barn needs to rework the logistics of this service if they desire repeat customers. My parents have used Pottery Barn for decades and I came to this company for my first major furniture purchases with a sense of trust and confidence in their professionalism. This experience is making me question if this company maintains the high standard with all of their services. After reading other reviews from several years ago regarding overwhelmed staff, it seems the trend continues. I would appreciate follow up on the state of Pottery Barn's virtual design services. I was not given the opportunity to speak with a manager during my phone interaction with the expert. I understand the case for being overworked and balancing several hats in a job, as I've been in the customer service industry. I however do not understand the case for a clipped, unsupportive demeanor towards customers. To that design expert at the White Plains Pottery Barn, my hope is that you were having a bad day and if so, don't sweat it. My husband and I stand behind exceptional ethic in the work we do and with those representing companies we support. The goal of this review is to bring notice to what seems to be a great idea Pottery Barn has in offering virtual design services and to bring attention to areas of possible improvement for the sake of a better experience for Pottery Barn customers and for Pottery Barn employees executing those services.

Anthony CIOPPA

They carry some classy items. This is not the place for high end designer goods but they are far above the average mid-priced store

Benedetta Campanelli

I ordered a chair and sofa September 9, to date I received 2 delivery windows but both we ignored. No one at customer service can tell when or if I will ever receive my items. Here it is holiday time and I have no place to sit in my livingroom. Horrible horrible company, they should have their business charter pulled and be put out of business.

Roshan Jhunja

Went later on a Black Friday, store wasn't too busy. Sales associate (Margaret) was extremely helpful and found us a different bed and headboard than we'd intended to buy. A much better one though! We also found a rug and got great discounts on both with an option to carry out to save on shipping (didn't opt for it though). All in all great flexibility in purchase options, very knowledgeable folks and high quality products. We've bought pottery barn furniture before and will continue to do so, great quality at a reasonable price and in styles that are more basic which allow you to customize and accent, rather than high gloss lacquers and extravagant detail.