We came in over a weekend we were driving from NM to OH (moving) and purchased 2 custom leather couches and 2 custom velvet chairs to be delivered to our house in OH. This is clearly a pretty large purchase. I verified with the sales associate no less than 3 times (!!!) that I wanted my Rewards account linked to this purchase. As we were completing the purchase I asked to include my husbands email and phone # in the notes of the order to make sure they could get in touch with either one of us when ready for delivery. We were told delivery would be approximately 8 weeks from purchase. At 8 weeks we hadn't been contacted and began calling the order 800 #. It took 5 calls and endless holding before we were told that our furniture was to be delivered in the next week or so (vs that they had no idea what we were talking about). At 10 weeks we went through this same circus except were told there was no order. We had to call this store location 3 times to try to get them to give us more information from the order they place for us to call PB delivery and try to find our pieces. At 13 weeks we got half of our order. I waited a few days and checked my Rewards account to see that I got the credit for the purchase and there was nothing. I called customer service and was told the lady at the Quarry store had put my husband in as a new rewards account member (I guess they get employee points for enrolling new people) and deleted mine from the order. When I asked if they could transfer the points I was told that was impossible. When I asked how my husband could even try to access the SEVERAL HUNDRED $$$ we should have in rewards at this point (since we didnt know the sales associate did this we had no real info on how to access his "account") we were told he could use his email on the website. When we tried that on the website it doesn't recognize the email. At almost 15 weeks we got the rest of our order. Now 10 months after the purchase we still dont have the several hundred $$$ of rewards cash we should have and both the store and 800# customer service are abysmal! I wish we made our purchase from Ethan Allen or Bassett Furniture. I regret giving this store and PB our money. They were all less than helpful and the whole situation feels a little dishonest.

I went to this location last night to look at a quilt that I found online. My toddler was acting up and the sales woman looked annoyed. So, I left, not wanting to ruin anyone else's shopping experience. I then proceeded to order the quilt online for curbside pick. I live 40 minutes away so I waited until almost close to collect my belongings, which was not the standard 2 hours. The purchase was a quilt and 4 standard shams. When I went into the store I talked to a very nice sales woman, but she was helping someone else, and asked the sales woman who had previously looked annoyed with us, to help. The woman asked how long ago I placed the order, which had only been an 45/60 minutes. She rudely explained that I was not to come to the store for pick ups unless I received an email stating the order was ready for pick up. I left the store fuming, which in hindsight was silly, because I could have communicated my frustration, but I have worked in customer service enough to know that the sale's woman could have also changed that experience around by having empathy. Clearly, I too was frustrated with my child's behavior and I did the right thing by removing her from the store and making my purchase in an alternative way. There was literally one other customer in the store, why could those items not have been pulled on the spot? I will never shop at this location again!

I've have visited this Pottery Barn 2 times to try to set up my wedding registry. At my first visit, I asked for an associate to assist in getting the registry started. I waited for 20 minutes for an associate and no one ever showed. The ladies at the register continued to watch me wait nearby, while they appreared 'too busy' to assist. Mind you - there were only 2 other guests in the entire store. I asked many times if they could assist me for just a few moments....was told no, that i needed to wait for the person in table top/registry to asssit. I gave them the benefit of doubt - thinking maybe it was a bad day for them. So - i went back this weekend to try again. SAME STORY! They're customer service is awful and again, there were only 2-3 other customers in the entire store. I waited for 15 minutes this time around - while the 2 associates at he register literally checked out ONE other guest the entire time. WHAT A JOKE! Never going back to this location again! Take the extra drive and go to the La Cantera store.

This place is short-staffed. Just to give someone your money requires a 20-30 minute wait. Of three service reps I spoke to, only one was polite. She was fairly new and so not certain how to do things. When she asked co-workers for help, the other female clerk nearly ripped her head off. The male clerk let me know by his attitude that I was beneath his notice and time. I recall thinking that if my adult daughter spoke that way to anyone, even as an adult, I'd send her to her room! I ordered several large pieces and was told there was no in-store pickup and no "white glove" service. What that means is that UPS drops the items off on your porch, and it's up to you to get them inside and where you want them. If you're young, strong, able--no problem. If you're older and handicapped, good luck! This store leaves much to be desired. I won't return.

EXCELLENT experience! I had the BEST service from Lisa and Jai today! I called ahead to see if the store had quite a few items and they could not have been more helpful. When I got to the store, I realized my daughter's wedding registry differed from what I thought, and these two did everything they could do to accommodate me. I also have used the design services with Dorota, and she has been a super-star in my book. She helped me by suggesting how to enhance the furniture I had in my home, and I ended up purchasing additional items because she was so good. There was another gal that came with her (I fail to remember her name, but it started with an "M") but she was extremely talented as well. Please take care of these employees. They deserve the accolades!

Ive only shopped at this location 1 time. I was expecting something more like the outlet in San Marcos, or other mall locations Ive been to, but was underwhelmed by the minimal selection of this regular store. I quickly walked the store, took a look at what was offered and was gone. Items here are very upscale, and higher priced. Ive shopped at the outlet where items are severely clearanced in comparison to the prices at this location. The store seemed cramped with items, a lot smaller than I was expecting. Ive been to other retail locations which seemed much roomier and with better selections. For example the LaCantera mall location. I doubt I would return to this location due to price and limited selection.

We went to this location the other day and had the best experience. Dorota assisted us with buying a couch and she was so patient and kind. We took our time discussing fabrics and when we were having payment issues (we didn't realize there was a max limit to spend on debit cards) she was kind enough to ask other staff members what the issue could be to help us solve the problem. She helped me pick the perfect fabric that is best for dogs + my allergies and not once made us feel rushed or like a burden. If we come back to Pottery Barn, we will come back here to work with Dorota again.

We had good customer service and felt like we were assisted fairly. We came in a while ago with our kids and the little one is very busy. However, they were patient with us and understanding. Yes, the prices are very high but they offer great quality products so you pay for what you get. Parking was not easy but it was not a big issues as well. We probably won't visit again because of location. But overall, lovely store with amazing quality furniture and home essentials.

I’ve been to this location twice and sadly both times the experience has been so unwelcoming. Good luck trying to find someone to assist you at the register or if you have a question. The environment is cold and I wouldn’t waste another minute of my time there. Hopefully you see a pattern with all these reviews & make some real changes, but probably not. Oh well. Plenty of other stores in the city :)

So excited to shop for my first house. All these white people couldnt be more racist. Well dressed women with tattoos, but wants to help the white boy in flinstones shirt. After asking for an item i waited 10+ minutes, while other white customers walked in were greeted and attended to. Ill go back to Amazon. I had 10k in my wallet to spend, thanks but no thanks.

Poor service. Kathryn took forever and when we asked an employee to find her they said they were busy . We had to find the merchandise after she couldn't find it . Other customers were complaining too about being unable to find a cashier. The one girl that finally helped us seemed bothered that she had to help us after Kathryn went missing. Terrible service

Like many other reviews, I’ve had multiple interactions with disgruntled, unwelcoming staff who don’t seem interested until you’re at the register knowing they would make a sale. I’ve spent hundreds on PB bedding because of the quality of the products, but the quality of the workers is next to none. I’ll consider shopping at another store or online only.

Don't waste your time ordering from pottery barn. The delivery team was late, scratched the bed and left a drawer inoperable. When confronted about it they told me I could fix it myself. I've been trying to resolve the issue with PB customer service with no luck. So now I'm stuck with an overpriced bed that's scratched and has a drawer that won't open.

Spent $15000 on furniture. Paid for flat rate white glove delivery. Then they decided to charge an additional fee for overseas shipping. The product was an in stock item. Pottery Barn refused to drop this additional fee. Beware of all the extra fees they charge. Poor customer service!!

It's not my normal place to shop but I'm going to have to give it five stars because I heard a lady say "this canvas is sooooo nice!" and she really really meant it. How can you argue with things like that? Thank you Pottery Barn for making that lady's day with that super nice canvas!

BE WARE NO PEOPLE SKILLS. I was in the process of buying 1000 dollar rug super excited when we asked for assistance the manager had an i don't have time for you attitude. We ended up leaving and going to another store if she doesn't have time for me she doesnt have time for the sale.

We came to pottery barn to make some returns from our wedding registry. Many of our items didn't have receipts and were opened, but the woman helping us was extremely helpful and kind and got it all returned for us quickly. Definitely recommend shopping at this location!

Horrible retail experience. Misinformation from store staff resulted in me making a wasted trip to the store when merchandise was not stock. Even worse, a line of credit was opened in my name. I will definitely be writing their corporate office.

I was there to buy a sofa table but walked out due to lack of customer service. Was not even acknowledged once. Store was not busy what so ever and I made eye contact with three different sales associates but never as much even received a smile.

Extremely helpful staff! I had a return, but failed to keep the receipt. They went the extra mile to find the item in my records and we're very gracious about returning it.

I love this location! All the employees are very helpful and kind. Sergio even carried my online order out to my car. I can’t say enough good things about him!

Nice sales associates, very rude manager. Would not recommend going to this store especially if you are military and would like to ask for a military discount.

The employees are so rude at this store. Nobody greets you or even acknowledges you. They sit behind the design desk basking in their self importance.

The entire staff was super helpful, the selection of bunnies is too cute! I came in for bedding and discovered the bedding is 25% off, Bonus!!!

One of my favorite stores for Christmas shopping lots of unique items. They have a lot of quality Christmas sheets and comforter.

Nice selection however I could not get any assistance which is embarrassing when everyone around you is being offered assistance

Snobby sales associates. Inappropriate jokes directed towards me. And we bought $5K plus in the past from them.

Opulent quality. Did you know they offer free interior design consultations on location and virtually?

Beautiful home furniture and holiday decorations. Great sales staff. They're kind and courteous.

Nice stuff. A lot of men walking around behind their women wondering why a candle costs $89.

Love pottery barn and this is a good location. Always gonna be a bit pricey though …

No pottery, lots of dish sets, furniture. Not like any pottery barn I've been to.

Great furniture range from beds to sheets, had everything, including a great time

Some of the staff was great, but not everyone. Won’t be shopping there too much.

Danielle helped me get the best deals and gave great advice on fabrics.

Fair selection but not what we expected. Staff was very nice though.

Lots of product just about anything for the home, prices good also.

Great assistance, staff always friendly love my 2 pots I purchased

Beautiful pace and need stuff but they're too expensive for me

Very friendly staff, nice ideas, beautiful furnishings.

Avoid San Antonio and all establishments wherein.

Amazing store with so much to see and buy

Great furniture and friendly employees.

Staff couldn't be nicer. Good selection

Very relaxing shop with friendly staff

Beautiful products. Friendly staff.

Worst customer service ever ever !

Pretty stuff. I cannot afford.

Very very helpful sales clerk

Nice staff but pricey

Great place for gifts

Too expensive!!!

Terrible staff.

Too expensive

Expensive

Great fun