Pottery Barn in Rochester

Review №1

2022-03-17

Washed my slip covers according to website directions, now got a tie dye couch! It’s been longer than 1 year so no one will help me. This is the upgraded performance fabric. So much for pottery barns “commitment to customer satisfaction”. Worst customer service of any store I’ve ever encountered.

Review №2

2022-03-09

Had a pain in the butt return. Sales person was over and above helpful. It’s nice to see someone taking their time to help out. This is a great store

Review №3

2021-01-07

They have terrible customer service at this location. We were told the bed we ordered the first week of November would be in by the first week of December, possibly mid-December due to shipping delays with covid (totally understandable and we were fine with that). However, two weeks passed from the date our order was supposed to come in and we called for an update. They told us that they don’t get tracking information per say from the trucks/warehouses delivering and that it would most likely be in the first week of January. So far, nothing yet and no phone call. We completely understand shipping delays and understand this is out of the stores control. However, they could call on the dates they tell you the item is supposed to be delivered to say, “Hey, just checking in, wanted to let you know we haven’t received your items. We’ll let you know when we do.” If they had good customer service, they would be calling or sending an email to update their customers. It’s OK if you don’t have a delivery date, it’s OK if you don’t know much, but at least let check in on your customers instead of us having to repeatedly call you.

Review №4

2021-04-19

Why is your customer service so bad? I had ordered a table and it’s still pending shipment and I’ve called the store three times now to get an update. All they can tell me is the same info the tracking info states which is “processing for shipment”. It’s been 4 months since my table is ordered.At least have the decency to give your customers updates by email or try and be “sympathetic” when a customer is inquiring about their $1500 kitchen table.

Review №5

2021-05-08

So disappointing to see what has happened with customer service at this location, we used to love it!! Today... HORRIBLE...1 lady, 1 gentleman working and never once did they ask us or anyone that came in (at least 3 other couples) if we needed help or if we wanted to get something. We came to get a new coffee table for our living room, we will order it online if we can get our questions answered regarding the one we had liked, or we will order it from somewhere else.

Review №6

2022-01-22

Poor customer service. I was next in line to make a purchase and I was completely ignored and they took the lady behind me. They were very rude when I spoke up about being next in line. I will not be purchasing anything from here or any of their affiliate stores ever again.

Review №7

2020-11-21

The girl who answered the phone here started asking me questions about online inventory when I called to check if they had a product in stock. I wasn’t even online so her questions made zero sense. She was not listening to why I was calling, seemed very flustered and unable to help. I asked to speak to a manager and she put me on hold for over 10 minutes without returning to apologize or provide any updates. This store needs to work on better training and teaching their employees what great customer service looks like. Not impressed and will not shop at this store in the future

Review №8

2019-08-06

Love Pottery Barn, usually order online. Visited the store which is very nicely displayed and stocked full of beautiful stuff. Sales gal was not all that helpful, not rude just short, but she was busy. I did purchase several pieces but would have purchased a furniture piece I liked if not for the delays. I’ll order it online. I will go back as the store has great stuff and it’s nice to see some things in person.

Review №9

2021-12-05

Simply beautiful. I could spend hours perusing their goods. The store is emaculate, staff is friendly and helpful.

Review №10

2018-02-13

I have shopped at this store for a long time now, and I am usually greeted by name and occasionally even with a hug. I have seen several managers come and go over the years and I miss them all; one even became a personal friend. There is a very cordial atmosphere there, and I feel at home when I walk in. Joaquin is one of the most amazing people ever. The store is always well-organized (in comparison with other Pottery Barn stores I have visited). I just wanted to thank everyone at this location who has gone out of their way to answer questions, find items, etc. They are always magnificent assistance with my many projects, amiably supporting my (shall I say it) Pottery Barn obsession. Thanks to all the sales gals and also to Joaquin, youre the best!