Seriously; this place has *got* to have the worst service ever! I don't have my own kids, so I'm not usually in this store, but the last two times I was with my friend and her toddler, it was unbelievable.
First, last month my friend had accidentally walked out of the store with one of their quilts in her stroller. She was showing it to me but then had to run after her child. I didn't know if she wanted it so I put it in her stroller. I stayed back with her toddler so he could play a little more and she went next door with the stroller. When I met up with her next door is when she realized that she had walked out with the quilt. She promptly went back to return it. Her first reaction to the situation was if the CSR's were more attentive, they would have noticed that she didn't pay for the quilt. Oh well.
Second, we were in there again two days ago because her toddler ran in to play -- they have toys all over the place for kids to play with, yet they don't make the aisles stroller friendly. Does that make sense to anybody? It sure doesn't to me.
This time I had the stroller and I was trying to carefully navigate the store to the back where they were playing. One of the wheels got caught on a display rack and came crashing down onto the stroller. Luckily the stroller was empty. Do you know who came to help me? A gentleman customer. Not a CSR. Nope. Again, they were not around. And it's not like they were short-handed -- I saw at least four CSR's walking around and behind the counter. Disgusting part about it is that I was near the counter where at least two CSR's were and neither one of them came to help me nor did they put the display back together. The same man who helped me put the display back together.
I like Pottery Barn stuff, but I'm really not crazy about the lack of service. Now I come to find out that Pottery Barn stuff doesn't even last long. I thought for the price they charge, it would at least last several years. Nope. You're better off going to IKEA and staining the furniture yourself.