Pottery Barn

We ordered a Aubrey 18'' Shelf with Open Cabinet, Dutch White
Item #: 8397501. The plan was to assemble the units and place them in our condo. The bottom part came with all the correct pieces and was assembled properly. The upper unit however came with one crossmember that had a hole drilled at the wrong angle, not allowing the assembly to be competed.

I called Pottery Barn customer service concerning this. They first told me that they could not simply replace the part, even though it had a specific letter designation on the schematic. Then they said they would have to send both the upper and lower units even thought only the top unit was the problem. Eventually the individual said they could send us the whole top unit. Once received they would schedule a return of the whole faulty unit.

The replacement unit was reordered on 11/24/25 and finally arrived on 12/3/25. It was assembled and found to be acceptable. The customer service rep had told me once this was delivered that a return pick up would be scheduled. I was given a return number.

Additional calls to customer service were necessary to get this process started. Finally the return faulty unit was picked up on 12/19/25. However, even that process had very poor communication. Customer service told me that within 48 hours of the return pick up I would receive a 2 hour window. This did not happen. I called customer service again and they told me I would get a message or email by end of business on 12/18. This did not happen. At 6:26AM in the morning I received an email stating we were next on the route for the return pick up. This is very poor communication

This whole process was handled poorly including the communication. The product Pottery sells is very good, but the communication and customer service is very poor.

Horrible customer service!! Going to be completely honest, I was extremely disappointed. I’ve been shopping here for years and stopped in just to buy a second set of sheets. From the moment we walked in, the sales associates gave my boyfriend and me dirty looks and seemed judgmental—likely because we’re in our 20s and they assumed we weren’t going to purchase anything.
When I went up to the register to pay, we were completely ignored. We waited there for several minutes. Two associates were nearby; one stopped to help a man, which is understandable, but both continued to ignore us entirely. After waiting around seven minutes without even an “I’ll be with you in a moment,” we finally gave up.
We ended up putting down the $200 sheets we were ready to buy and left. I still want the sheets, but after that experience, I’m not sure I even want to buy them online no mater how much I like the sheets. This Pottery Barn was not welcoming at all—go to the Tampa location instead.

Our next family adventure take us Pottery Barn inside the University Town Center located in Sarasota FL with a category of 3.7 and more than 76 reviews, we come to see the inventory inside the store for Christmas and the experience was good.
Everything looks organized and very easy to find anything you looking for your new decorating at home, business or you need.

Oh wow. What an oasis of everything for the home. I was in search of accent holiday rugs, but got more than I bargained for. What a Splenda of accessories for the home. Cushions, coffee mugs, lighted accents, side tables, dinnerware, throws and more. It’s so beautifully well themed. The gingerbread house themed dinnerware, cookie jar and ornaments are a sight to behold. I love this store!

I always love Pottery Barn decor and I stopped into this particular location at UTC a few times this weekend to holiday shop and each time the sales associates were short tempered snotty attitudes and just rude. The nose way in the air. Their staff lacks kindness and a welcoming environment. On a lighter note I stopped by Macy’s and wow! Treated like A VIP! Needless to say I purchased many items At Macys and had a great time doing it.