Pottery Barn

Given some of the negative reviews, we were apprehensive about making a visit. Once we started looking around, yes things are pricey here but we expected it seeing the place marked as a "$$$" on Google Maps. We bought a woven pumpkin at 75% off. Some of the reviews mentioned how customer service was terrible, but our checkout experience was great. Friendly and carefully wrapped our item. My girlfriend love just about everything about the place, so we'll definitely be back.

I visited the store in QC this weekend, as I wanted something from the site (and could not order online). After finding the item, the sales associate warned me that personalization machine might be broken. I told her no problem, i'll keep shopping and let me know. At checkout, she told me the machine is in fact broken. As I was leaving, i heard the machine, and thought it's probably being repaired, however, my husband told me to just go check. The woman working there told me it was broken (she was just sitting there). I was confused, as something was being embroidered. She said, well, it was working, but she had back orders, so she wasn't taking new orders. This is a service offered by Pottery Barn, and not something she can pick and choose who to complete orders for. I am a customer in store, which in my experience, should always be given priority. Also, the blatant lie is also very concerning. Why not confirm it was working, and ask for me to come back another time / day? Overall, the service at this store is terrible. As it's the only one in QC, the monopoly it has is completely crazy. Either close it so the website can be shopped, or open another one so an example of good customer service can be shown.

Worst customer service ever. Pottery barn keeps posting transactions ($6500.00) on my credit card to put a hold on furniture that I’ve already paid and received. I called at least 10 times and they tell me that i haven’t received my furniture yet and that charge is just to secure that transaction. Called my bank they say that it’s just a pre authorization and until they charge they can’t do anything. I’ve asked to speak to a manager or supervisor and half the time they pretend to transfer me but just hangup. I’m exasperated with this company freezing funds on my card and unable to resolve the problem by talking to a reason le human. I just spent approximately $ 20,000 with Pottery barn and I will never do business with them ever again.