Pottery Barn

I was very impressed by this shops appearance. This store is situated inside the West Edmonton Mall. There are various interesting things sold here which are decorations, sofa , towels, candles, air fresheners, crockery sets etc. No one came to assist the customers although there were many in the store.

Extremely disappointed with the lack of service received for a defective product. Purchased a PB Basic sofa and received the sofa on October 2017. A month later I was about to clean the covers and noticed an excessive amount of feathers inside the cover but outside the cushion envelope. I followed up with West Edmonton Mall Potty Barn. I was initially told that I would receive a replacement. Till this day 2 years later I have not received a replacement for the defective cushion and I have talked to 4 store managers during the past 2 years. Quality of the product is questionable, but even more concerning is the lack of support I received from the store. Customer service is fine when you are about to purchase a product at the store, but be warned, the same level of service will not be provided once you have purchased a product.

Joyce was amazing! She had such a nice demeanour and she carried herself very well. Professional, graceful and genuine. We purchased a few items and she rang us through. She thanked us for coming in, just such a nice lady. Another lady helped us in the beginning, but I wasn’t able to get her name. Thank you to her and to Joyce for being such a wonderful team member and person! We appreciated you!

I have visited this store 4 times over the last 6 months as I am trying to outfit my main living area with tables, rugs and shelving to compliment seating. Never acknowledged by staff, always ignored and avoided. Most recently, I was ejected from the chair I was reviewing for my den so that "better" customers could look at it. They were not short-staffed, as there were three people in the store socializing while I toured around looking at furniture, so there is no excuse. There are plenty of high-end furniture stores to compete with Pottery Barn- I'm not wasting my time here anymore.

We visited this location on January 13, 2019 in hopes of purchasing a new dining table. We found 2 tables that we were interested in purchasing, each around the $1000-$1400 price range. We decided we wanted it, only to be told they don't sell the floor models that are in the store. We would have to pay for it now, with a $275 shipping fee to just have it brought into the store for us to pick up. I was informed this was because it was a US company and the Canadian arm of Pottery Barn does not have any warehousing in Canada. AND........it would be the end of June before the product would arrive because it's still in manufacturing. I am not from Edmonton so I enquired how much it would be to ship it directly to my door. On top of the initial $275 to bring it to the store, there would be another $550 fee to deliver it to me. Such a poor business model, it almost felt as they did everything in their power to persuade me not to buy from them. So they missed out on selling a $1400 table, plus a few hundred dollars in accessories because they decide not to stock anything in Canada. Needless to say I took my business elsewhere.

I came in looking for a couch. I had very specific needs, had done my research on their product line ahead of time, and knew exactly what I was looking for in a sofa. The person helping me looked at me like I was from space when I told them I wanted something very durable with with kiln dried wood which I know they sell. They were not able to tell me which of the sofas that were on the floor fit my needs. They looked up on the computer the specs of one of the sofas.. and provided less information than I was able to find myself. The products themselves seem fine. But I did not purchase anything as I was unable to get any straight answers about the structural integrity of the items.

Summary: Buy somewhere else, there seems to be a disconnect between customer satisfaction and this brand.Their professionalism seems to be lacking. My fiancé and I went to Pottery Barn on July 8, 2018 and purchased a bed frame. We were initially told that since this was a product made just of us that it would not be ready until mid-September, which seemed like a long time to wait, but we were fine with it. Mid-September rolled around and we never heard anything from the store. I called the store at West Ed three different times, each time an employee couldn't help me. Each timed they promised a manager to call me back, usually with a hint of arrogance. Guess what? No one ever called back. The forth time I called, finally I talked to a manager, and apparently the fabric for our bed was back ordered and we wouldn't be receiving the product until November; however, no one at the company thought it would be courteous to call and let us know that our order is delayed two months. I called the store again in November, on the day it was suppose to be delivered, but again the bed wasn't even in Edmonton. The bed was finally delivered to our house November 30th. It looks great, but unfortunately it was ordered to accommodate a mattress and a boxspring, however we indicated we only need it to accommodate a box spring. It's functional, but not what we asked for. After waiting almost 5 months for a product and paying a large sum of money for it, its not what we even asked for. This has been a frustrating process and yet no one at Pottery Barn seems to care. We are still waiting for a manager to call us back about the issue. Long and short of it is, go somewhere else. I know we won't be back. I think changes need to be made at this story and priorities straightened out.

Beautiful product, awful customer service at the Edmonton store. Constantly avoided in the store after furnishing our entire house; nobody to assist with follow up. Flora is extremely rude and Brenda just avoids and doesn’t answer emails or call backs. Very disappointed I spent so much money at this location!

Pottery Barn will not price adjust. Spent $5000 on a media unit and coffee table. 2 weeks later it goes on sale for 30% off. Was told it is the policy to not price adjust, too bad so sad. Hopefully others will learn from this review before dropping big money. Please vote this as helpful so it is the first review people read.

Pretty poor all around. It took an hour in store to order 4 items. That was the best of it. More than 2 months to get items in. The one item they had in stock was incomplete, called the store 4 times before getting them to send the piece. Still have not got it. Received multiple calls for delivery despite living in a non deliverable area. It just goes on and on. Extremely disorganized!