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November 2023 by Noemy O.
Do not waste your time ordering from Pottery Barn. I ordered an Uppa Baby vista V2 stroller back on October 16th from this location. I went into the store and ordered it in person to confirm that they had it in stock. I also ordered an Uppa Baby Mesa Max infant car seat. Total for my order about 1500 which they were quick to charge... I told the employee that I needed it asap since my expected due date is beginning of December if not sooner. I was given a delivery window of Oct 30-Nov 1 for the stroller and October 19-23 for the car seat. It is now NOVEMBER 24th and my order still says "preparing to ship." It has said "preparing to ship"since the day we placed the order. I called pottery barn in Costa Mesa on 11/11 and was told it was delayed but would receive by Nov 17-21 (stroller) and the car seat Nov 20-21. Today I called customer service to cancel the order and was told I cannot cancel the order because it is "preparing to ship." They then transferred me to the furniture dept and I spoke to Roxanna I believe who stated I cannot cancel because it is preparing to ship and that NOW my items are in stock. The updated delivery date is now December 1-December 12. She stated all she can do is put in an expedited request and hope it doesn't get delayed any further. Order from a store with better customer service who isn't going to give you the run around...if items were not in stock when we ordered we should have been advised to avoid ordering. Could have easily ordered directly from UPPA baby or Nordstrom or somewhere else where they'll be more accountable
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October 2023 by Shanna Schindler
Great customer service
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October 2023 by Sylvia Perez
I'll definitely have to agree on the WORST CUSTOMER SERVICE EVER! Called in an order for a personalized baby chair (b-day gift for my grandson) and actually spoke with a live person who confirmed my order only to receive a slip cover for a chair I needed to purchase. They DID NOT want to do anything to rectify their error. So disappointing.
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August 2023 by Ricky P.
Came across a real funny situation with my stroller purchase that I ordered online. I was so lucky to come across Manager who helped me resolve my issue. Very professional and helpful.! She was able to make this negative experience a positive one.
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August 2023 by Krystal K.
This review is for online PBK they suck I'm officially done with this stupid business. I have spent thousands and thousand of dollars with them and you can't treat me any type of way when I'm spending my hard earned money.. I think not!! Their back packs suck Their bedding sucks Their customer service sucks.. do yourself a favor and don't shop here. You can tell the kind of service that people are receiving because they don't even reply to you. Do yourself a favor find different merchandise, items or whatever it is you are looking for elsewhere dont but it here.
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July 2023 by Scott T.
Return policy is poor only giving you 30 days to return or exchange. They should allow customers at least the option to exchange new merchandise for something else but that is not allowed either. Their products are good quality which is expected since they are overpriced.
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June 2023 by air store
The worst customer service I’ve ever seen.
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June 2023 by Amanda Navarro
Worst customer service ever for returns
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June 2023 by Rod G.
Bought the best and most expensive rocking chair. Electric for our new born daughter. The motor failed in the 1st 90days. When pottery barn came out to look at the warranty they informed us it cannot be fixed and they needed to take the chair back for repair or replacement. Like I said we have a newborn and we use it every night. We can't be without a chair. So our options are to buy a 2nd chair or deal with the broken chair. Definitely would not buy anything from a company that supposedly specializes in kids furniture that doesn't understand reality.
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May 2023 by Glenys B.
i wanted to buy a kids anywhere chair from this store.. Its on sale $129.00..For the name to be put on the chair $10.00delivery charge $10.00shipping & Processing fee ??? 22.00+ tax.the chair is $173.48.... it feels like such a rip off being charged $32.00 for shippiing and whatthe heck is a Processing fee for ??? +
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February 2023 by Mukhlid Alotaibi
Nice place
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December 2022 by Marissa S.
I have considerably mixed feelings about Pottery Barn Kids (and the Pottery Barn company in general). First, the pro: when my MIL picked up my order form this location, it was an easy and simple transaction. She was able to get my order with the order confirmation email that I received and forwarded to my MIL. Most importantly, my MIL raved about the salesperson who helped her with my pick up order. The salesperson was personable, nice, and helpful, especially during the holidays which I can only imagine can be challenging because customers are in a rush to get their holiday shopping competed. So, to have a friendly face to help with one's holiday shopping is an A+ in my book. Kudos to that salesperson. I wish I knew her name because I would totally give her a shout out! (If it was just for the pickup, I would give 5 stars) Now, to cons: it is terribly ridiculous how the Pottery Barn company functions. I purchased stockings for the holidays. A couple days later, the stocking were discounted by a lot. I called to see if I could get a price adjustment. I spent over 1 hour on the phone only to be told that they are unable to do a price adjustment. The policy is price adjustments within 24 or 48 hours from the time you placed your order and before it ships out. So, I was left in the position of purchasing the stocking at the discounted price and returning the other stocking from my original order--pretty much a waste of time on my end and cost on their end because I was shipping the stockings back. Well, guess what? It happened again--the stockings got discounted by a significant amount; an amount that was worth my time and energy to go through the process of returning the second order of stockings. Thankfully, third time was a charm and the stockings didn't get reduced any further but it could have been easily resolved with a simple price adjustment. It wasn't like the time between the original purchase and my final one were months--it was basically a week, no more than two weeks. Other companies give at least a 30 day window for price adjustments; not Pottery Barn. Also, heads up: the return window is only 30 days from date you received the order and sometimes there is a return shipping fee. Due to the hoops I had to go through in order to get the stockings for the lower price, I am less likely to purchase from the Pottery Barn company in the future. It's just not worth the hassle. I am a-okay with spending a little more for items, but the lack of customer support makes it not worth my time or money.
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December 2022 by losangelesde310
Bought a Christmas stocking with a word “mom” but they mistype it. They refused my return request. Also, I asked if they can expedite the shipping at least because Christmas season will be ending by it arrives. Again refused... Bad customer service..
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December 2022 by Kz84 S.
From sales, to ordering, to delivery. This company is compete failure! As soon as the money had exchanged hands, they became almost impossible to get a hold of. even though we have only given one and only one address, they seem to constantly go to other peoples' home. Everythjng was excessively delayed, same day delivery cancellation happened on more than 10 occasions. Half of the products came broken or damaged so we had to return them. Our fireplace arrived damaged 10 weeks ago, so we returned it. Today was the 3rd time that they cancelled delivery of the fireplace on the same day it was supposed to be delivered. The incompetence is from the bottom to the top, from the sales person, to corporate, to their scheduling and delivery. I really hope they go out of business, because a business run like this shouldn't survive.
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October 2022 by Sarah Kakwani
Horrible in store customer service. Products are great. So to get better service, I am going out of my way to work with corporate, I refuse to go back/work with the store.
