This store and their staff are wonderful. Extremely friendly and knowledgeable about their products, which is appreciated. My 3 star rating is for the company, Pottery Barn, in general. While their products are high quality, the organizations customer service and logistics are not quite on par with the expected standard for their quality/price range. Unless you plan to order customized furniture (i.e. - custom fabric selections) they will not and claim they can not deliver the furniture via white glove delivery. So, as a result, I recently had 8 dining room chairs I ordered 7 months ago delivered by UPS in the middle of the night in the pouring rain in damaged boxes. My chairs were completely ruined. After weeks on the phone with customer service I finally got my refund, after shipping the chairs back (with almost no help from Potter Barn to organize the return shipment)....all to find out they will not white glove deliver me 8 new chairs. So, off to Macys I go to match out 8 chairs with my Pottery Barn dining room table that was delivered white glove with no problems. Its a big shame they have not developed their logistics department better to handle delivery requests even when people are willing to pay more. Lost a devout customer because of this awful experience and the sub par support from customer service.

PB is intentionally deceiving customers. Ordered a sofa at the store back in August. Was told the estimated delivery date was fairly accurate. Its been delayed multiple times. The sofa is now due in mid March (thats if there is no more delays.) However, when I go online and place the exact same item in my cart with the same fabric, it says the delivery will happen in mid to late January!!!! This is two months earlier than my current delivery date.I believe they are intentionally giving a false delivery date when they know good and well they will never make that date. Here is the thing....if they told customers upfront that the wait time is a minimum of 7 months, how many customers would actually order? I bet they would have a lot fewer sales, so they are pulling a bait and switch.Heres the worse part......I spoke with the store manager and she said because its custom fabric, I would need to speak to a customer service lead which is what they call the customer service managers. The lead person called to say that the order cant be cancelled even if the delivery date is 3 times longer the initial estimated date. In fact, he confirmed that even if the delivery is delayed by THREE YEARS, tough cookies. Its the customers problem not theirs. They dont care. No matter how long it takes, you are stuck.When I asked to speak to his supervisor, he says that PBs policy is that no customer calls ever get past him. He is not allowed to transfer to his supervisor ever! No matter what!!!! WOW! Ive never seen management hide behind their employees and making their employees do all the dirty work. Shame on you PB! Far cry from Nordstroms, thats for sure. No longer plan to buy from PB.

This is what Pottery Barn considers hardwood frame. The chaise broke in half after 18 months. Neither of the people using it weighs over 170 pounds. Pottery Barn did nothing other than to agree it shouldn’t have happened. Buyer beware of furniture hardwood frame claims. Good luck pulling the fabric down to the frame to inspect. I do not recommend.

I always get wonderful service at this store and I appreciate their courtesy.

So disappointed in my PB Comfort roll arm sofa and DO NOT recommend. I have had this sofa for 3 years and it looks absolutely terrible. The cushions have already been replaced once and do not hold up at all - they are sunken in and have no form. It is the most uncomfortable piece of furniture I own and so disappointing for pottery barn furniture.

Everyone in here is so helpful and kind! Really appreciate their tips and design services!

Ive rarely, if ever, been acknowledged by a staff member here. They always seem busy helping other people who seem to be exceptionally well off.

I was excited to find this pottery barn. When I walked in at first, no staff member acknowledged me. I figured ok they’re busy. 10 minutes went by, still no acknowledgement. A white lady and her daughter walks in, 2 staff members greet her. Once I realized what was going on I politely exited stage left. Will not spend my money where it’s not wanted.

Our issues are with Pottery Barn logistics and customer service in general - not this specific location. We ordered a couch at this store back in early September. We were told that delivery wouldnt occur until late October/early November due to COVID, which we understood. Delivery was pushed back multiple times by Pottery Barn, and was finally scheduled for December 28th (after we had to escalate and track down the furniture). We received multiple emails and texts indicating that our delivery was on the way, until 15 minutes prior to the scheduled delivery window when the tracking link changed from in route to cancelled. We received no explanation, and ended up spending ~2 hours on the phone, before being informed that one of the pieces had been lost. Also (because they scheduled delivery), Pottery Barn initiated payments on the furniture, so we are now having to work with the financing company to figure out what we need to do to prevent payments on furniture that we never received. PB customer service has been little help, and they cannot even send us confirmations of where we stand in the process. We will never order furniture from any Williams-Sonoma brand again.

The folks at the store are absolutely awesome. But the supply chain and logistics of delivery is pathetically disappointing What is the use of having a great experience at the store but in the end you struggle to get the items delivered Pottery Barn wants customers to be extremely understanding when they goof up the delivery of the orders and when their orders are ridiculously backlogged or if the product simply gets canceled. But when they have an opportunity to help a customer they do not step up and help. There is absolutely no power the store has to fix orders or to help with delivery issues. The store manager has no clout and no reach to the executive level. This is a store with really good people at the store who go over and above to help the store customers.The organization has a lot to do to improve their customer service and supply chain process. It’s not enough to just have a good retail experience bottom line we want the items delivered correctly and in a timely manner

Awesome people. Very helpful and kind. willing to take time with you to get what your looking for.the prices are very fair for the quality that you purchase .we will Be Back.👍👍👍👍👍

Don’t falsely advertise curbside if your sales person is going to come out make me roll the window down to tell me they did it this time but just so I’ll know next time they won’t do this!

Very rude.

Great selection of so many items. good prices, friendly staff. we go often.

I had an issue with something I ordered and walked in very upset - Jessica was so helpful and understanding!!! She personally solved my issue when 2 previous phone calls could not. I walked in thinking I would never buy from here again - and walked out in love all over again! Great people make the difference!!!! Thank you Jessica!!!

This Store was super busy as wife and myself visited on Black Friday.I was asked many times if we had been helped.We were there to look and purchase new Dishes !They were so busy they were unable to complete our order during our visit. Our purchase was close to $500.00 dollars . But we were told we would be able to pick up our order before closing . I did get the call that our order was completed and ready for pick up.When I got home . Some of our order was pull incorrectly .So now there will be a third trip made that I feel could have been handled on the first .

Love the merchandise quality and superb choices in this shop. Unfortunately, the staff seems to behave as if you are not always entitled to personal attention or customer service. Perhaps, if one were to wear more jewelry, they would appear worthy?

Pottery Barn, East Cobb Avenue has horrible customer service. Better to shop online. To get a status of my furniture order I called at least 4 times in 4 weeks. Each time a sales person said they would call me back with an answer, I received NO call back. Still, I have not received the table. I have no emailed receipt of purchase either. They never told me initially it would take 4 weeks. Lesson learned, shop online when u know what you want. 😩😖

Cluttered more then I explained it to be for the reputation. Sales staff was helpful but seemed pushy when I wanted a basic set.

Its PB but I was underwhelmed by the small inventory in bedding. Maybe Im spoiled by Lenox two-story but I couldnt find anything here I wanted to buy.

Great place for all my at home needs

Decent. Wasnt as impressed with selections this visit as compared to other times. Really like their pillows and shams but nothing stood out this time around.

Everything was extremely overpriced. Their whole gimmick is selling fake things (fake fur, copperware, dinner ware, etc.that look expensive but are made from inexpensive materials. Problem is, these products are priced way, way too high. Half of its plastic. If I could afford to shop here, which I cant, I would elect to go elsewhere and buy the real thing.

Very nice

Always wonderful visits.

I cant bring myself to go back to this store due to the snubbish way the sales person acted even though I have a 20% off email. Rather, I knowingly paid more at Williams Sonoma with no % off. I wanted bar glasses for my son for Christmas and would have liked monogram. The store was not busy at the time I was shopping. The clerk was very short and directed me to shop online for that item and also told me it would take 8 weeks. When I do anything, I dont want to be told all the problems, I want workable solutions. No I did not get monogram from Williams Sonoma, but I bought beautiful glasses. No I did not get any % off, but I was treated considerately and kindly. I did go back for more gifts and spent and nearly $400 yesterday. I wish the two companies were not owned by the same conglomerate. I would have liked to remove any support that could remotely fund the Pottery Barn at East Cobb. I dont even want to go to any of their stores. That sales clerk is bad for business.

The snobbery, rudeness, laziness of the employees is consistent. I left feeling very frustrated and insulted. This has happened every time we do some real shopping here. I will go to Atlanta from now on or online.

This store is severely under staffed. I could not find help for over 30 minutes so eventually walked out.

Need more sales items

Good store

5stars!

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