Absolutely terrible in store customer service. I regularly come in to PotteryBarn to purchase and each time I am rarely greeted or assisted. I have only ever experienced 2 nice staff members at this store (for whom I feel sorry for having to deal with the poor behaviour of their colleagues). I recently came in store to make (in my opinion) an extremely expensive purchase of just below $6,000 -I wanted to purchase in store rather than online as I did not want to pay the additional $300 delivery fee (as I could have easily picked up the items myself). After being ignored for 30 minutes by all of the staff, I went up to the desk to get assistance in a very friendly and calm manner. The staff member was immediately rude and submissive, and stated there was absolutely no way that I could pick the pieces up from store and that I should shop online instead. I then said "ok then" and started to walk away feeling very unappreciated and quite upset as this was a very exciting purchase for me which I had been looking forward to for months. As I was walking away the staff member serving me snickered to herself and did a long stretched out "okkk." I then heard her say to the customer behind me "sorry about that" like I had done something wrong? Even though I spoke in an extremely calm and kind manner? I ended up going online 2 weeks later to purchase and ended up getting an extra 15% off which dramatically decreased the price. She lost an extra $2,000 for the business due to her extremely horrible service. Overall the furniture is great at PotteryBarn. However, 95% of the current Fortitude Valley staff need to be replaced and SERIOUS customer service training must be undertaken.

If I could give zero stars I would. I bought 3 years ago the Banks Dining Table set in Grey/Gray Wash at over $5,000 AUD. Really unhappy with the quality of the finish, the tabletop in parts looks like the paint/stain is wearing off...not due to normal wear and tear either given we're a household of 3 adults and do not use the table every day. So I called customer service to see if there was a touch up kit available as I didn't bother going down the whole "defective product" route - only to be told that there is a touch up kit available BUT only in the U.S.A. "Can I purchase that and have it delivered to Australia?" "No, you can only purchase from the Australian website." And that was that. So they sell "Grey/Gray Wash finish as an option in Australia, yet do not sell the corresponding touch up pen in that shade in Australia, everything but. I attempted to purchase direct from the U.S site and have it delivered because it states they provide international delivery but guess what? It recognises you're in Australia and won't let you proceed with the purchase. Reaching out again to customer service provided zero help. Basically, too bad, suck up our absolutely useless post-sales service and our overly priced inferior quality product. Now I have to try and somehow colour match the finish myself and highly doubt I will be able to. Thought the Americans were supposed to be king of customer service. What a joke. Will never purchase from Pottery Barn again and highly recommend that you don't either.

Worst customer service I have ever received in a shop. If I could give this place zero stars, I absolutely would. I ordered a marble nesting table and was told it would take 7-10 days to arrive from the day I purchased. A full week later I am then told it would take another 13-14 days. Jemma / Gemma (?) who claimed to be one of the managers, hung up on me both times I was in phone contact with the shop to chase up the delivery, saying that it was my problem and that I was rude. She also said she did not care when I asked to escalate the issue. If this is the type of staff members that Pottery Barn has as one of their on floor managers, it’s disgraceful, embarrassing and down right pathetic. I have never been spoken to on the phone in the manner Gemma used with me. Overall, taking into account the mess up with the shipping and the heinous customer service I received, I’ve outlined a few points below in which Pottery Barn New Farm failed. Stock levels in store - Fail Efficiency- Fail Shipping times- Fail Customer service- Epic Fail I highly suggest walking across the road and going to other gorgeous furniture & homeware shops that will treat you with respect, unlike this joke of a shop.

Awful post sales service. Don't expect to get a refund. We purchased 3 glass pendants lights which one was defective. The sales assistant had placed the order in the Fortidude Valley store through their online shop as they did not have stock of the item. The lights were delivered and one was defective. The Foritifude Valley could not be less interested in helping us and said you need to call the American call centre to organise a refund. Several hours waiting on hold to get through to the call centre in the US. They organised a return receipt number to pick up the lights and instructed us to call the store where we placed the order to organise a time. Again the Fortitude Valley store were atrocious, not their problem, they don't know how to organise the return of the lights. So another few hours on the phone to the US. Finally they picked them up and never refunded the money. So Pottry Barn are happy to take your money, but boy don't expect any level of after sales service. Be very wary. We are now out of pocket over $700 and have no lights.

I ordered two Christmas comforters for my kids and one was not sent to me during their 'warehouse' change. I made contact several times and at first they said it was back ordered, then they said they would send a new one. Well they lied! They ended up refunding months and months later when I had called twice to follow up the comforter was being sent. At no point was communication used to tell me they were going to refund me. I didn't notice the amount come into my account because they refunded the wrong amount!!!!! They refunded LESS than what I paid! I am never shopping there again. absolutely shocking the customer service. The attached photo is only the emails, not my many phone calls. Also I have no clue about my advent calendar as that was supposed to arrive as well....Here I go chasing another item.

I have ordered a coffee table in brisbane branch on 3/11/19 , the stuff mentioned it would be delivered within 2-3 weeks. And I paid it full in the shop. Before christmas , I went to check it again because I haven't received it, they said it would be delivered in the next two weeks again. I wait and wait ,,,,, til today 16 Jan 2020 , I haven't got my product ! I called Brisbane branch many times but no one picked up any call. I tired to call the hotline in your website and check my order , somebody pick up a call and find my order already been cancelled due to product discontinued. No one try to update me for this issue in any ways for the past two months and just let the costumers wait and wait. What a good shop with such good customer service ! Don't waste your time shop in this shop !

Poor post sales service after we bought a child's desk. Delivery was a nightmare - told it would be delivered between 9-12 on a Wednesday, so arranged for someone to be home. Got a call at 7:30am from delivery driver that they would be arriving at 8:15am (during school drop off when no one was home). When advised this wasn't suitable or in line with the text sent out the previous day, we were asked it the could just leave it on the driveway "because we have to stick to our schedule". We were also told by store staff it came pre-assembled, which it didn't. 2 weeks post delivery we found that our credit card had been charged again for the desk. Getting this sorted and refunded has also been a source of unnecessary stress. Never shopping there again.

Pottery barn is all American based, so if you order something you need to deal with the company in the US direct. Any disputes then won’t get resolved. We ordered a couch and were advised the couch came in peices to be assembled in our home. The couch took over 3 months (with no one to liaise with to confirm an eta) to arrive and then didn’t fit. To get a refund Pottery barn I had to wait over 40 minutes on the phone to get a code to give to the delivery company to take it back. It then took over 2 weeks for pottery barn to check it back into stock and then tell us we weren’t entitled to a full refund. Pottery barn is a terrible company to deal with. Thought buying a $4000 couch would of had better service.

I ordered an item online 7th August and received no communication related to delivery time. I followed it up and was informed " Please allow 3 to 5 business days to be contacted by ANC to arrange a delivery date" after 3 weeks and they still had not shipped the item to me. I requested a refund but they refused and said it was being delivered soon. Another week passed and I still havent heard when it will be delivered so I requested a refund more firmly this time. They finally agreed to a refund and it will be processed within 7-10 working days. 3 weeks have gone by and I have not received my refund, and the delivery company also rang to arrange delivery? Shockingly bad customer service and communication.

I placed an order back in November I been told it will arrive on the 22th of December. I had quite a big order.Of course hasn't arrived just for Christmas. I am receiving really oddly bits and pieces. I rang the Brisbane store to ask what is happening she said they have new staffs and they aren't familiar with the system. This isn't the first time I am experiencing this problem. They have quite an amazing products but the customer service is very bad.They don't know how solve problems, how to handle situations, and they communications are the worst just to mention a few . I have to find another store because I don't have time for this.

went in there to buy some gifts for my nephew, a rude lady named Heather saw I was looking around, holding all these items and I could see her looking me up and down like I was going to steal something. I was probably looking around for 5-10 minutes and had a lot of stuff I was buying in my arms, not once did she approach me or ask if I wanted help/a basket. As I start walking to the counter, she jumped in front of me and asked if I needed help. Where was my service when I was looking around? Yet Heather stands there and watches me from afar looking me up and down. Don’t work in retail with that attitude. Work for your sales.

A terribly disappointing experience to say the least. A dining table I purchased for my 50th was defective, so replaced. The replacement was also defective, so I requested a return & full refund. That was 3 weeks ago. After I chased PB, the table was collected (ie returned) a week ago. No refund appeared after a week. So I chased PB in 2 emails & a 35 minute phone call with a bumbling representative. I now have to wait ANOTHER 3 business days for MY money because they ‘just hadn’t got to it yet’. Completely unacceptable & unconscionable conduct. After being a PB customer for years in both the US & Australia, I am now done.

We ordered a Table 9th of August. Expecting arrival mid October. When not hearing back from Pottery Barn, I made the call, only to be told there’s been an issue and we have to wait till January next year. There’s a clear lack of communications and urgency. You never get calls back. Warehouse and delivery, let’s them down by not communicating to them. Nice ladies trying their best with a terrible system but I’ll never purchase anything here again. I don’t have an issue with things going wrong. I take issue with the fact I am the one always calling them for updates. You need to get better at managing expectations.

By far one of the BEST baby shops I have been to, and then discovered it was so much more than just a baby store, filled with furniture and flooring and interior ideas, it's definitely my go to shop on my next renovating project. Back to the baby section.. we looked long and hard for a baby cot we had been to almost every store you could think of and soon as we walked into the Pottery Barn we were blown away with options and quality products, we did have to wait a while to get served (as they were all busy) but when we did we were really looked after by there knowledge of the products and very polite.

Have been a loyal Pottery Barn customer but my last experience will ensure I don’t return! I placed an order in September. After 6 months of no correspondence from their end I cancelled the order as they could not advise if & when I would receive the stock! I was notified I would receive a full refund within 10 days. I am now one and a half months on and have just received an email to say I’ll get 25% of my original money back!!! The customer service team in the US has been extremely agonising to deal with!! So much time wasted calling them over and over, & getting nowhere!

I applied for a position and was asked to come in for an interview. Although the listing was posted as a full time role, the position was actually casual/part time. I called the store to ask about this and about online ordering (since it’s a major issue in the reviews). The woman that answered the phone was extremely rude and hung up the phone on me saying, “I’m wasting her time”. I think I have dodged more than a bullet with this one. Called on the 31/03/22 10:45am. Whoever you are, be glad you have added to the negativity surrounding this place.

Don’t get me wrong, their stuff across all three brands is beautiful and I love all of it but as a 28 year old who looks 18 and doesn’t get served because of my age and the opinion that I can’t afford it really puts me off. The comments I’ve had made about if I’ll even buy a whole set due to the price is ridiculous. If you’re a 55 year old boomer then this is the place for you - you’re guaranteed to be served within seconds. If you’re 28 with more money in your bank then above mentioned boomer but you look too young - you’re out of luck.

Awesome experience while shopping with my wife here for our new nursery. Yes its not cheap , but we figure you pay for what you get and the quality 2 years on is outstanding. Everything we purchased for our baby now to our trying 2 year old boy has to date been great, he's incredibly busy and rough- thankfully the pottery barn items we purchased are up to it and have withstood his attempts to break them. Great products built to last , amazing staff ,service and online shopping experience.

Today's experience like last time in-store was delightful as I was helped again by a lovely Irish lady called Masella. The Fortitude Valley in-store experience is far better than ordering from the website and having to call the USA when the order gets lost! Masella helped with the design, ordering and payment and she is such a credit and an asset to this company. Masella has restored my faith in shopping at Pottery Barn as today was all about having an easy and happy experience.

Love the furniture and its a great place if you're buying small goods. However they only deliver furniture in Brisbane between 9-5 M-F with no exceptions (a detail that only the dispatcher provides when the order is ready). After nearly three months of trying to arrange delivery with the third party delivery service, we had to cancel the order. Sales staff were cordial but unhelpful. Now furnishing new house through Coco Republic (Max Sparrow) and Provincial Home Living.

Pottery barn, I can’t fault them they are fabulous. The delivery service on the other hand leaves very little to be desired! They didn’t even want to bring my $ 3,000 chair into the house they just dumped it in the garage, claiming that it was too hard to take it through the interior door! Funny that! Because me a 63 year old woman managed to get it in the house by herself, it wasn’t easy but I did it ‍♀️ I guess they need to reconsider their delivery service!

Do not buy anything you cannot carry out of the store! We bought a cot in December 2021- it is now April 2022 and we STILL don't have it. Bungles with the delivery (despite us organising someone to be home on a week day), unhelpful staff and lack of follow up has been present for the past 5 MONTHS AND COUNTING of us trying to get what we paid for. We had to buy another cot so our son had somewhere to sleep but still don't have any outcome for this. Avoid at all costs.

We came into PB Brisbane last Sunday (16.05.21) and I wanted to say how lovely and helpful James was In the past we’ve brought a leather corner sofa and 2 single chairs (and numerous smaller items) James made some great suggestions on how to pull the look together for our small kitchen/lounge room area (the coffee table and large rug sold at PB are at the top of my list) Really lovely customer service! and knowledgeable interior design suggestions – thanks James

Purchased a lounge from Pottery Barn in Brisbane. Less than 2 years and cushions have all collapsed and looks tacky and cheap. Multiple callS to customer care with multiple requests from them to email pictures, which I have now done many times and have not heard a thing for months. I purchased furniture for our new home and this lounge sits between coco republic seaters and I am embarrassed when people visit. Disgraceful. Should have bought from fantastic furniture.

Pretty horrendous after sales service. Ordered a coffee table in stock, booked a delivery with 3 week lead time only to be told by the delivery service that the coffee table had never arrived at their warehouse. Called Pottery Barn on James Street to see where it was, and the staff kept telling me how busy they are and they’ll return my phone call “when they can”. Will never buy anything from here again that like others, I can’t carry out the store myself.

We’ve been buying furniture and others stuff for about two years now. My wife and I do like the style of furniture. I’ve received help when asked for. Staff were good. Sometimes I feel the prices are overly expensive and we will wait for the sales. Last month we bought a large rug that needed to be delivered from interstate. When we got it we realised it was too big. They had no problem in picking it up and giving us a refund.

We were looking for beds for our children and we’re completely ignored by all staff in store. This has happened the last 3-4 times when going into the store. It’s really a shame because the product is great but the in store customer service is horrible. If I could give a 0/5 I would due to rude staff and horrible customer service. I would recommend going into the store and picking what you want and ordering online.

Staff not nice at all. Wife purchased over $1000 in kids bedding over 3 visits in the last month. 2 sales ladies were ok but another 2 were very unfriendly. Made to feel like she isn't good enough to shop there. No smiles or niceties at all. Bare minimum service received. Yet the trendy people and wealthy old ladies browsing were greeted with smiles and laughs. Really disappointing and deflating.

Don't bother! I thought pottery barn was a reputable company so didn't give it a second thought when ordering. I wish I had read these reviews and seen how bad they are. I have had 2 of my items delivered months apart and still waiting on the 3rd. Customer service couldn't care less and based in the US. No idea if I will receive the last item, I've almost given up. Not good

Staff are generally too busy collaborating with each other on cushion styling to answer questions, help or be anywhere near a register. We purchased online sight unseen because they had no stock in the store. While not as good as they appeared on the site, online purchase was easier than trying to get someone to take your money instore.

Found a great rug I wanted to buy ($1300) but apparently there is no way I can pick it up from the Brisbane store. They have the smaller sizes but measuring an extra 1.5 meters makes it impossible to have delivered to the store. I could have even been there to meet the delivery truck at your store if you didn't have room. No sale

Extremely rude service from Kelly. Wouldn’t bother returning. Halfway through my transaction she asked if she could pop pack to continue serving a customer she was “halfway through with” they chatted for 10 mins about complete dribble and then she apologised to me and blamed the customer for the chat. What a joke

We Bought 2 leather chairs explaining we had event on and needed for the extra guests. No problems they said. 3 months later after the event we finally got the chairs but with much anger and tons of calls. Product was fine, but local and delivery not the best .We love the look and furniture styles are classic!

Although I had to wait a bit longer for my item to be delivered as it was out of stock or something it came and the delivery guys were lovely even tho I was having a melt down with the delivery time.... my item is just what I ordered I can't wait to unpack it properly when my house build is finished xx

In store staff are great but the Customer Service team in the USA? are painful. It took 7 months for my furniture to arrive (no issue there from me, we’re in crazy times) but I never had any status updates and for months my many requests where met with ‘it’s due to be delivered next week’ responses.

Do not buy anything online from Pottery Barn unless you want to receive wrong items, then request return and refund, speak with USA help desk because there is non in Australia and wait for ever to get resolution cause they either have only one employee or they are stupid. Most probably both.

Ordered two chairs last August. Still waiting delivery. I have been promised two delivery dates but still no sign of chairs. Some months ago I asked for refund but I was told they would have to ask the manufacturer! My contract is with Pottery Barn. Will never, ever buy from this company.

DO NOT ORDER FROM POTTERY BARN - they are not fulfilling orders from 10 September 2021 with no communication and no option to cancel order for a refund. No one answers the phone and in-store cannot give any information. Appalling customer service - they have effectively stolen my money.

Customer service ladies I spoke to two of them via phone they were not helpful at all they said is they don’t know why my item hasn’t been shipped after 15 days no tracking number. I said well what do we do they were like maybe they are back up you’ll have to wait…. Not helpful at all.

Big thanks to Lachlan who works in pottery barn in fortitude valley, amazing customer service, very knowledgeable and very keen to help, aswell as being a really nice guy, you went above and beyond and spent a lot of time helping us find the ideal fit of furniture for our new home.

Pottery Barn has a wide range of homewares and furniture, at a good affordable price point. Love the American style, and their traditional Christmas decor - theres always something to buy! I only wish they brought more of the range into Australia that is in the US stores.

My partner and I love Pottery Barn and have been impressed with thei delivery service. We also wanted to give a shout out to Majella for all her warm helpfulness and suggestions when choosing new pieces for our home. Such a pleasure to have someone so lovely in store.

The worst shop for customer service! Waited 6 months for our order, been cancelled, no refund till they pick up the delivered cushions. No pick up of cushions .... shocking !!! Phone the Brisbane store... told me to phone America ... 'there you go' was her answer ....

Staff are helpful but everything is very overpriced. Prices are misleading as they don't hold any larger items in stock, you are forced to order from their Sydney warehouse and pay delivery costs. E.g. Cost of a single rocking chair, $1600-$2500 PLUS $190 delivery!

Visited the store today for the very first time, what a lovely experience it was. Staff (Mone’ and Majella) were extremely helpful and very friendly. Thanks so much for the beautiful vase, I will be sure to make time to visit again when I’m next in Brisbane.

Absolutely love Pottery Barn, I’ve purchased a console and coffee table from here and they are divine and of high quality, exceptional service and I love how West Elm is located at the rear of the store. Always a fantastic array of furniture and home decor.

Walked into this place, no one even acknowledged me. It's true that the staff are totally uninterested in customers so I made their job even easier and walked out. Will never walk into this place again. Stock is overpriced and I wasn't dazzled by any of it.

Customer service was satisfactory but disappointed with the misleading products on the Australian website for these furniture pieces when told you can only purchase online with the American website and not even get to see them in the store. …

Horrible staff members, really rude and disrespectful to customers. We are frequent buyers who shop there quite often but now after the the broken items, horrible staff with loads of discrimination to people we left it utter disappointment.

Do not buy from here. We ordered 2x leather sitting chairs with brass buttons when they arrived they were a dark chocolate with black buttons. I was told that’s what they are :/ they did refund me but they were like meh it is what it is…

I wish there was one of these closer to me! Has a great variety of stock, reasonable prices and great quality. I was disappointed that not all the floor stock was available online - there was a jewellery box I was perving on.

I bought a very expensive sofa from Pottery Barn in Bondi Junction. 3 years later the seat cushions had completely collapsed and needed to be replaced. Pottery Barn was not interested. Poor quality and poor customer service.

I have been getting stuff from PB Brisbane I live in Sydney and moving to the Gold Coast I can't say enough about Jemma she has been wonderful Actually I buy everything from PB Bondi They are fantastic too Jemma is a Gem !

Staff seem to have no interest in service and the prices of the things I saw were pretty extreme for what they were. I have no idea how this store makes sales or can justify the prices for relatively basic items.

Great and friendly service from Renee at pottery barn Newstead. Was looked after quickly and the warehouse team were very helpful with fitting the product I bought into my tiny car. A perfect 5/7

Vanessa is a wonderful sale person. She really saved my bacon this Christmas helping me find presents last minute. She went above and beyond to help me. Can’t speak highly enough of her.

Lovely furniture and homewares. Not cheap but a great shop. Only thing is delivery times are slow for furniture - 3-4 weeks and some freight fees v expensive. That said, I like it a lot.

High quality, designer, cozy-home products. Helpful staff. Sells furniture, decorative items and a children's and baby section with bedding and toys. Quite expensive but very nice.

I placed an order over four months ago and seven calls later to customer service, my item still has not been shipped. It’s really a lot of hard work being a Pottery Barn customer.

Excellent customer service from Danielle Jimerson in the US, completely broken online buying and fulfilment system in AU, for King Single Elliot Bunk Beds. Hugely disappointed.

Nice place to "have a look around" the parking is horrible though.. From the other reviews it seems like its best to purchase instore as online delivery seems non existant..

Experienced and friendly staff. If you're buying big pieces of furniture would highly recommend heading in store. Customer support will be local instead of international.

OMG..have been wanting to go to this store for a very long time, DID NOT disappoint, LOVE LOVE LOVE this shop, I wish I could afford to buy it all...vy helpful staff.

Went to have a browse for things around the house, nice wares. Not the best service. I was ignored at the counter and not even acknowledged. I left empty handed.

Just visited the store and Majella was so pleasant and helpful ! She was very knowledgeable and went out of her way to help us, really great asset to the team !

It seems Pottery Barn & West Elm have finally gotten capable staff! A much better experience than previous. Store is full of stock and looking amazing!

Love this shop - I have to wait for sales because it's a tad out of my price range! Recently purchased the linen curtains in navy and they are divine.

If you want to have a unique decoration here’s where you should see, Zara is the best interior designer, very happy with their friendly service

Amazing, outstanding, brilliant customer service from Rachel in Brisbane. She went above and beyond to look after us. Such a value to the team!

The online shopping experience and phone service are deplorable. No news about delivery for over 2 months. Best of luck with your business.

Very helpful staff, great product range and good sales. Not to mention the free parking! :) One of my favorite shops most definitely

still waiting for the refund after 2 months order cancelled......US call centre can’t do anything but asking you continue to wait!!

Absolutely beautiful items. A little pricey but I guess you have to cover shipping from the USA. Nice, cozy store. Loved my visit.

Love this store. Lots of beautiful things to look at, particularly the children's section. Only down side is that it's expensive.

There is a mandatory shipping fee for larger items. If you have no choice in paying the fee it should be included in the price.

Absolutely love this place for homewares, decor and Pottery Barn Kids is amazing for gifts and sprucing up the kids' rooms

Horrible service lazy customer service and very bad shipping - do not AFTERPAY anything as you will not see your money!

Watch the wording of online shop and really check all descriptions, or you might end up with an expensive pillow case.

BEWARE Pottery Barn are taking online orders but not posting the goods and customer service is basically non existent.

The staff today were fabulous, it was extremely busy , yet the service and care they gave was excellent. Thank you ☺️

Love this place, great quality and friendly staff. Bought sheets and linen for babies room. They are so beautiful.

Popped in for a quick gift! Everyone most helpful! Only issue was trying to pay! Lol There was a bit of a line up.

First time at this shop....and...I was very impressed. Really nice presentation and a wide range of stock.

What a relaxing place to go 4 lunch. Right on the water. Good feed, friendly staff, not over priced.

Staff needs better training, 5 of them on the shop floor and no one could be bothered to say Hello.

One of the Best furniture stores in Australia. I just love their style and quality.

Lovely store, service extremely sub standard. Would expect better service in Kmart

Great selection of items..can be expensive but you get good quality for the price!

Best place to get baby shower gifts- great special sometimes if you go in store

In stock and ready to deliver take 2 months. Beware! Very poor communication.

Great quality items. Beautiful store to take your time selecting purchases.

Always excellent customer service Simply stunning store ❤ …

Love the product in the store but I have never found the staff friendly

Great store, lovely products, just a little hard to get service.

Nice stuff but not cheap. Chick heaven, they love everything.

Thank you Majella for you careful and caring customer service

Great quality items. Really friendly and helpful staff.

Beautiful product great store service

Very good and stylish furniture

The best coffee ever.