Pottery Barn

Rug arrived quickly although in a dirty condition. Minor stains throughout and lots of small pieces of bark-like debris, hard to get out even with vacuuming. Very disappointed with the state of the rug, decided to just clean it as I suppose the return services might be just as bad as the state they’ve delivered my rug in.

Absolutely appalling delivery service. If you buy anything from this company make sure it is in stock and you collect it in person. They have absolutely no idea how to deliver. They do not respond to delivery queries, they provide no tracking and attempt to deliver randomly with no notice so you cannot organise to be home. I would never buy anything from this company with such a disgraceful service culture.

Found the staff pleasant and keen to assist. I selected a fairly large item and they assisted with measurements and options to collect my item. Collection was very easy via the valet entrance. They delivered the item to my car. ️

I placed a phone order today and what amazing friendly service I received from Philamina. She went to a great deal of trouble to assist me. I wish I could get this degree of service from all stores.
Highly recommended

You want good customer service? Look no further than Priscilla - she’s an absolute gem! Thank you for taking care of us with the desk chairs.

Wide selection of kids furniture and homewares. The products are definitely cute but can be quite costly. Service is generally welcoming.

Terrible customer service at Chadstone. They are so rude over the phone, they lied about my package being sent when it was sitting in their store. They ignore emails and owe me a refund and wont respond to my emails. They can't even simply send an order on.time. Thankfully the staff at Pottery Barn Fortitude Valley were lovely, professional and wanting to be helpful. Im really not sure what to say. Ive scrolled through all past online reviews and the majority are 1 star with terrible comments.
How can a store manager be OK with this? Its not easy to get multiple continous 1 star reviews.
Moreso its an American company. I imagine they would be appalled with how their Chadstone branch is treating customers.

Terrible CUSTOMER SERVICE! I’ve ordered 3 items for $210 and received 2 only. Called and asked about the 3rd one and found out it will come 4 months later! No apology, no email notice, nothing about it if I didn’t call to find out.
All the people from customer service were useless, rude, didn’t apologies and didn’t try to fix the issue at all. Just said they will refund the item! I never had this experience in my life! So rude people, terrible customer service! I will never order with Pottery Barn again! I will not recommend to anyone! DON’T BUY FROM THIS COMPANY ANYTHING! Poor quality for the money you pay and TERRIBLE CUSTOMER SERVICE!
So many bad reviews about this and the company did nothing about it, which means it doesn’t care about its customers!

When we come to Chaddie, we always come here. Yesterday I had a catch up spend. Bought kitchen items, foods etc. Saving my chocolate "Bark" 'til closer to Xmas. Love this store & enjoy the staff as try ate so helpful & friendly.

Went in to collect a click and collect and was met with Rude staff one even laughed behind my back

This furniture store is never open conveniently for the after work crowds. Chadstone close till 7pm on most nights, and further during Xmas period. Whereas PB shuts doors sharp at 530pm most days of the week. Trading hours need to align better with the centre.

It's a shame as I love Pottery Barn products but I will not be shopping at the Chadstone branch again. The staff make customers feel like an inconvenience which has cost them dearly today as I was about to purchase my entire Christmas Table from there. They had the item I wanted but it was the last one and part of display. Unlike the past where they would be happy to adjust a display to sell you the product this time they rudely said "Go online". I asked to see the Manager who smirked her way through writing the products name on an old receipt whilst rolling her eyes at a customer next to me because "I" was being difficult. Appalling Customer Service. Merry Christmas.

I purchased a blanket for my nephew over a month ago. It never arrived. Pottery barn wont reply to most of my emails and when they do they just say to call DHL (not my job). When I do call DHL they say they never received it. I have been emailing asking for a refund or for them to resend the item and they are ignoring my emails. DO NOT BUY ANYTHING FROM THIS COMPANY ONLINE.

The customer service here is an absolute joke. I love their products and have always found the sales staff lovely. However my experience of being delivered faulty curtain items has been ridiculous. Initially they completely ignored my first few emails and call attempts to get it sorted, when I finally got someone to respond they said they would arrange for the faulty ones to be picked up and new ones sent out. They said to allow 7-10 business days. I allowed over a month and still nothing so I followed up and got a response saying they were waiting for me to post back the faulty items for them to assess before sending out replacement ones. At no point have they apologised for providing faulty items to begin with, then to act like I might be trying to scam them out of part of a curtain rod and 1 finial by requiring assessment of the products before replacing them (when I’ve sent them photos of the items), making me pay for postage and organise delivery of the items back to Pottery Barn when they have provided the faulty products to begin with is ridiculous not to mention go back on their previous email advising they would arrange for the items to be picked up. I get better service at Kmart.

This 5 stars review is for Kate, she was above and beyond when try to sort out issue with my order. I would come back and shop more at Pottery Barn if I always get the same experience like I had with Kate. Mistake and issues do happen but it’s important how customer service handle it, in my case, Kate was lovely.
Thank you for your help.

If you brought things online and want to return it, not easy. I returned the unwanted items to the store, they have to contact the headquarter to get a authorization number. I walk off the store without knowing if they will credit the money into my credit card account. After two days I called the headquarters which is located in USA, found out one of the return order still hasn't been processed. I found that their return process is not that straight forward and I need to chase it up which is annoying.

Michelle and Katrina went above and beyond to look after what we needed.
Fantastic service, these 2 deserve an award well done

An awful experience at Pottery Barn Kids Chadstone this afternoon with such rude customer service. Went in asked to have a sheet set put aside the lady said can hold for a few hours I said fine came back before closing the set was put back on the floor her reasoning was
‘ I didn’t think you were coming back’. Did not apologise although thankfully her co-workers did on her behalf.

Manager was very rude. Instead of making stark remarks at customers, you could make a closing announcement over the audio system. How is one supposed to know that the shop closes at 5pm, especially in a mega mall where every other store is closing later. We're paying customers, not random people trying to waste time.

I WILL NEVER ORDER FROM POTTERY BARN AGAIN!

I have been a loyal customer for a few years. Purchased a coffee table with matching side tables in September. The side tables arrived on the scheduled date but no coffee table. I have since been going between their American call centre and ACN delivery service trying to get answers where/ when I am going to receive the table. No one can give me answers. I’ve spent at least 5 hours in total on hold/ talking to customer service representatives trying to get answers, no one has any idea. It’s now almost 3 months on and I have no idea where my $3500 purchase is.