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January 2024 by Dena Calabro
Great products, but service is not always great.
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December 2023 by Janet Thomas
AMAZING! AMAZING! Who cares about taking care of a customer who wants slippers for her sister for Christmas (slippers she has failed to get for the past 5 years)? Ronnie and Meghan went beyond the call of duty to make it happen! They are a true asset to Pottery Barn! They were patient, kind and gave exemplary customer service. Thank you all!
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December 2023 by Crystal Acerboni
I wanted new stockings and I found the perfect ones, but they were $37 and I felt they were a little high for stockings. Anyway bought 3 since I really fell in love and then I wanted to go back and buy one more. And they went on sale. For 27 I was shocked so I called and asked if they can price adjust since i just purchased them. She said no sorry.Other stores have done this in the past. It’s sad because with those $30 dollars back I would have probably ended up spending thousands and recommending the store to all my clients But now I will probably never shop here again unless I’m desperate.They have beautiful stuff, but the service ??
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November 2023 by Allyson Huang
Horrible customer service. Wouldn’t visit again. Please train your employees again or maybe hire a new manager.
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November 2023 by Handsome D.
We bought a sofa couch, swivel chairs, coffee table and dining table/chairs. It took 5+ months to receive them all. They delivered one item at a time with a multiple cancellation and rescheduled on each delivery. Simply the worst nightmare. I am puzzled as to how do they stay in business. Further the sofa looks nothing like the pictures in their website. Total scam. We will never do business again with Pottery Barn. The worst company in the world. Apparently no one at the upper management cares.
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November 2023 by Sharareh Vaghefi
The WORST customer service for online ordering! They sent me a coffee table that was broken once and I returned it and they said they’d send me another one a week later and guess what? That one was broken too so I requested a refund and did not accept the table! After 4 times of calling customer service I still did not get my refund and no one had information on when I was going to get my refund. One if them gave a number to track where my item is and know when my refund was going to be received and that number was invalid! The last person I talked to told me the previous customer service people made mistakes and I should receive my refund soon but the system is down and the email with the info cannot be sent now! So disappointing fir Pottery Barn that used to be my favorite place to shop at.
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October 2023 by Sharareh V.
The WORST customer service for online ordering! They sent me a coffee table that was broken once and I returned it and they said they'd send me another one a week later and guess what? That one was broken too so I requested a refund and did not accept the table! After 4 times of calling customer service I still did not get my refund and no one had information on when I was going to get my refund. One if them gave a number to track where my item is and know when my refund was going to be received and that number was invalid! The last person I talked to told me the previous customer service people made mistakes and I should receive my refund soon but the system is down and the email with the info cannot be sent now! So disappointing fir Pottery Barn that used to be my favorite place to shop at. I have to add that I talked to a supervisor (Bret) after waiting on tge phone for 30 minutes and he refused to apologize for their team members messing up! He said "I can apologize for the broken table". So messed up. I told him if you are the supervisor I feel bad fircthe ones you are supposed to teach customer service!
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October 2023 by Savitha K.
Got a damaged item. Will not refund as it is an open box. Worst store . Have spent many thousand dollars on this store . Worst customer service. Will not recommend . Please do not use .
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October 2023 by Pamela P.
Thomas Vo at the Costa Mesa Pottery Barn is ten stars! We met him in the spring and lucky us! He is smart, talented and professional. Thomas didn't hesitate to help us, always focusing on what we wanted and within our price range. He made arrangements for the delivery to meet our needs and time schedule. When things seem to go sideways regarding our sofa slip cover he took over and made it happen. When the slip covers came with a wrinkled look he was over a day later with a steamer. He spent a couple of hours steaming our sofa and chair to perfection. He would not take a penny.We did bride him with ice water and german chocolate cake. He fills the room with "positive energy" and delight! We are so happy that he made our family room perfect! Thank you a million times Thomas! You are the best!Come visit anytime with have a fabulous sofa and chair thanks to you!
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September 2023 by Steve O.
Staff:Wouldn't know as they do not greet or see if you need help. Multiple employees working the store inventory or assisting others, but none paid us any attention. 10 mins of looking with questions that were unanswered. Male employee who I think was a manager said "excuse me " twice while he passed us. Polite but did not ask if we were being helped or had any questions. Quality/Quantity:Good size store so plenty to look at. Value:On par with this type of store so higher but good quality. Overall: Would I return? Absolutely not. I value customer service too much. Had I wanted the table I would have bought at the mission Viejo mall who had great service (see review). Suggestion to the store is greet your customers and see if they need help. We found a table and bench we liked and only wanted to confirm if there were other colors. In the end the store lost a $3,500 purchase for ignoring a customer. Ended up finding a table we liked better at Z Gallerie.
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July 2023 by Tofu Man
Natalie was the BEST!! She was very friendly, prompt, and genuinely nice to us during the whole time. She is a perfect example of how an associate should be in every store. Thank you so much for assisting us with the curtains.
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May 2023 by Rosie H.
Debi was super friendly and helpful. I stood next to another pottery barn associate and she barely even looked up at me. Thankfully Debi swooped in and assisted me with my purchase in a friendly way. Thank you!
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April 2023 by Justin F.
I would give this place ZERO STARS if I could. Never have I felt so unwelcomed and disrespected while shopping at a store at South Coast Plaza. Pottery Barn, please do better at training your staff because this is totally unacceptable. I walked in with my wife and wanted to purchase a few picture frames. We were ready to buy the frames so we brought them over to the checkout area. It took over 20-minutes before anyone approached us for help. Like really? You don't want our business? There were plenty of available staff to help us out and I know they see us, but never once did anyone say 'I'll be with you in a second' or anything like that. The available staff 'looked' busy but really weren't. There were staff members that just walked past us. As if we didn't exist. Not even a 'Hello' or 'Have you been helped yet?' Horrible, horrible, horrible customer service. Never coming back every again. I'd rather spend my money elsewhere. This place is a joke.
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April 2023 by clark peterson
Horrible return policy! If you need to return something and don’t have the receipt they don’t take it back, not even for store credit, you are just out of luck! I get no refund without a receipt but no store credit is unheard of in the retail industry. With their exorbitant prices you would think it would come with at least some element of customer service! Buyer beware!
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April 2023 by OG J.
Friendly staff and good selection. I ordered glasses and the staff was nice enough to hold them for me for a few days.