At the end of September, PB's website showed that they were having a big sale, including some of their larger furniture pieces--their "Premier Event" they called it. "Great!" I thought, "I need some new furniture." I see that they have the Banks Buffet at 50% off, but the shipping cost is 25% the cost of the buffet. I call this store and speak to Tracy. I ask her if they have a Banks Buffet there in the store that I can purchase. She says, "yes, but it's their floor model and they're not selling it." O k a y??? So then I move on to something else...trying to purchase a bed online, but I can't get the order to go through. I call the store to see why I can't order it online. Response: "we don't know, must be a glitch in the system and it's not available in store." "O k a y??? I'll order something else, then, but it's an upholstered sofa and I want to see the color/fabric in person first." I call the store and ask if they have a floor model I can look at, and they do. So I go into the store the next day and speak with Mark. He is very nice, but he tells me that the sale is over and I can no longer get the sofa at that price. "That was a great price on these sofas," he says. "I sold five of them yesterday." But that doesn't help me because apparently I've missed the sale by one day because the sale was only for one day. "There's nothing he can do," he says. O k a y ???? Fast forward to earlier this week. I receive an email that this store is having a huge furniture sale, so I call the store to get more details. Emily tells me that there will be specific pieces that I'm interested in available for purchase (Raleigh, Cameron, Pearce, Turner), so the next day I drive an hour to check it out. It's hard to find a parking place! The store is crowded! I'm in a hurry. I have five teenagers waiting in the car. I walk up to the first counter I see where some employees are working and stand there for several minutes, but they're busy with other customers. So I move on to a second counter where there is no line and walk up to it, where Doug (I think he's one of their main managers) is standing alone, looking at his computer. I wait to be acknowledged so I can tell him what I'm interested in purchasing, as I pull out my Pottery Barn card from my wallet. He looks up at me with a blank stare and doesn't say a word. I stand there for several seconds as we stare at each other, then he looks past me and waves another customer over from across the store. I walk away, as no words are exchanged, and put my Pottery Barn card back in my wallet. Then I walk over to a third counter where there is a long line, and wait there. Finally, an employee calls me over to the counter and curtly asks me what she can help me with. I inquire about the furniture pieces I'd been told about the previous day. She motions over to a building on the other side of the parking lot and tells me that that is where the furniture sale is happening, so I walk over to see. It's chaotic and items are haphazardly stacked in random aisles. It's difficult to tell what is actually being sold; things are still in boxes. I wander through the makeshift aisles, squeezing through small spaces and stepping over strewn-about items. I had been told that there would be several different types of sofas and beds, which is what I came to purchase. There is not one bed there and only one stained sofa. Lots of rugs, single chairs, mirrors, outdoor furniture, dressers, but I had not come to purchase those items. I look around for an available employee to see if someone can help me, but they are all busy. I came with money in hand to buy several large furniture pieces--none to be found and no one available to ask. I walk out the door. I had been duped by PB yet again! What a waste of time and energy! Keep in mind, it takes me two hours round trip to drive here. And the rudeness of some of their employees--second to none. I won't be back! My month-long ordeal to purchase furniture and I have come up empty handed from PB yet again. Just really the worst experience I've ever had with any store!
Poor customer service skills !!! The web has most of the seasonal decor and the store has little to none. Anything I wanted to buy seasonal could not be found in this store. The type of people that shop here are arrogant and rude. People WILL push you out of the way if they want to see something rather than say " excuse me". This also matches the personality of their associates. I have to ask for help and there is no greeting or welcoming when you walk in this store. Then when I see items I want to purchase they do not have any in stock...( people if I am in your store I have the money to spend okay)
Save the heart ache shop online...
To Rashelle: learn how to treat customers! Put a smile on your face and extend the same curtousy to expect from others. That courtesy and friendly attitude is what separates pottery barn from Ikea! Thank you!!!
my mom was looking for her credit card while waiting in line to checkout. I noticed the girl (Rashelle) behind the counter just glaring at my mom not saying a word. I told my mom "I think she is ready to check you out." My mom proceeded to the counter and apologized for not hearing her. The girl said nothing. My mom proceeded to ask if she could please make a payment and Rachelle said (very abrasive tone ) " we don't do that on our phones" my mom looked to me and said what does that mean? Rashelle to proceeded to chat with the people on her headset while I explained that we apparently can't do that in the store. This girl was extremely bothered by my mom and was not courteous. We spend THOUSANDS of dollars at that store and I was appalled by the attitude. We walked out and I decided to walk back in to Mark (who is always wonderful) at Rashelle was sitting on one of the couches watching Moana! WOW!
Slowest delivery ever. Every time I call, "It's been shipped..." Been waiting over two months for a lamp.
Went in with the intention of getting all new bedding. Could not get the girl to help me for more than LITERALLY 20 seconds. She was more concerned with working on something on the computer. I feel like a customer who is there should take priority. I tried asking her several questions and it was obvious she didn't wasn't 100% sure so instead of asking her manager, her answer was no to everything. "Can I use my 20% off coupon on these?" Didn't even look at the coupon "no". Maybe she thought because I'm young that I wasn't going to buy anything so I wasn't worth her time?? Who knows. I finally decided to just get all my stuff online and pay for the shipping. Went home and bought it all that night. According to her it would have been about $200 more. Go to this store to get ideas and see what things look like in person but don't expect any help. Terrible customer service. If you're the manager and reading this--you may want to discuss customer service with your employees. Especially the short haired girl who was working 5.18.17. After all, you lost a huge sale to your store today because of it.
Pottery Barn is a US Furniture Store based in Salt Lake City, Utah. Pottery Barn is located at 602 E 500 S Ste B102, Salt Lake City, UT 84102, USA.
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