-
November 2023 by C
July 15 i ordered a $5000 king size bed w storage drawers. it's a huge item that had to be custom made and took 4mos to receive. i chose doorstep delivery but called several times to make sure i could be home to receive it since i work almost everyday. i was reassured each time i'd receive prior notification of delivery and be asked to schedule a day/time when i could be home. i never received an email, phone call or text but instead, 4 mos later i received a notification fm my alarm co that there was activity on my property. i saw men dropping off HUGE boxes in front of my door w no one home. i figured out it was the bed, called right away and at first the rep was appalled that this was happening. after putting me on hold, she then said i chose doorstep delivery but i told her that doesn't matter, i'm not asking you to assemble it, bring it upstairs or even bring it inside, you can't just drop off a $5000 custom bed w/no one home to sign for/receive it or even check the outside of the packages for damage. she connected me to delivery, i told them i won't be home til 7 and they cant just drop it off w no one home but i'd be home all day the following day. i told them i'm not going to be responsible if anything happens but they refused to pick it back up and deliver it when i'd be home the next day. this is outrageous, i just ordered a $200 coffee maker fm amazon that they wouldn't deliver without me giving them a code but PB drops off a $5000 custom bed with no prior notification, no opportunity to schedule delivery. i also ordered 2 small nightstands fm RH for less than $2000 that they won't deliver unless i schedule it. i wasn't asking for anything other than prior notification by phone, text or email and for an item that large and that expensive fm such a large co, you'd think they would have a system in place for that or at least have accommodated me after the fact but they basically hung up on me. WORST CUSTOMER SERVICE EVER.
-
October 2023 by ChicagoFoodie S.
Part of my review is based on the staff. Immediately upon entering, I was welcome graciously by staff willing to help. Their furniture is nice quality. Some of the couches that I did like will not fit their my narrow doorway so I have to continue shopping to find the right sizing. The staff upstairs was also very helpful giving me her card as she did interior design for the store. The warm welcoming would bring me back even though they are a little on the high side. I have friends that live for pottery barn so having customer service that is inviting, helpful and warm is much appreciated. Their neighbor btw west Elm is very low end and un-welcoming to customers! A big win for me, "Go Pottery Barn" definitely higher quality furniture!
-
July 2023 by Jamie Marie Davis (Sweet Marie)
I love when an item I want goes on Sale! I saw the Galvanized 3-Tier Organizer and when I decided to purchase it for my bathroom it was on Sale. I almost bought several of them. They would make great cocktail tables to match the Rolling Cart!
-
June 2023 by Chuck G.
Bought a couch and waited 2 months to receive it. When it got to my house it was the wrong color. Sent it back and wanted the same couch but the color I ordered, The y wanted to charge me 500.00 more than the first couch. I told them no and I will not ever be shopping at pottery barn again.
-
March 2023 by Lindsay G.
I just bought my first house & originally went to PB thinking there was a huge sale going on. Unfortunately, I read my email wrong...but this mistake led me to Celeste who has been one of the most refreshing parts of my moving journey! So much so I have cancelled orders with other companies just to go through Celeste & the PB team because their deliveries & pick-up as well as the help I get with design have made my chaotic move SO much easier!!! If you want a stress free experience, find Celeste and order through PB!!
-
March 2023 by Kimberly N.
Horrible!!!!NEVER SHOPPING HERE AGAIN!!!I purchased curtains in December for my bedroom spending nearly $3000 .... She convinced me to open up a credit card with Pottery Barn... what are huge regret this was!!! I paid off the credit card when the January statement came in and now it's March and I still have not received any of the benefits that were promised to me when I opened up this credit card.. I called capital one to ask about my Pottery Barn rewards and then they had me call Pottery Barn because they said they could not help me. Now I was on the phone for over 45 minutes with a representative from Pottery Barn explaining the situation for the end result to be the same they cannot do anything. What a con!! Spending nearly $3000 to get 10% back and rewards for pottery barn to be told that they cannot find them three months later is ridiculous and unfair.. I'm a huge CrateAndBarrel and CB2 shopper, and I will continue shopping there ONLY! Crate & Barrel would never treat you like this... I've had situation in the past where I've had difficulties with my purchases, and they make you feel fuzzy, and cared about... I will never shop pottery barn again!! The worst customer service, the worst care for their clients, the worst company!! They sell you on all the bells and whistles when you're purchasing items in their retail store for them to end up treating you like crap when there is a situation that you need help in... Beware this company is terrible... i know why they're sister stores are closing shop! I'll be surprised if they're still around in the next 10 years... never shopping here again!
-
March 2023 by Mari Stampleman
Don't give business to Pottery Barn on 4th St., Santa Monica CA until they get rid of Vasia. They are prejudiced. I have an account but once they see that you are a minority needing to use a restroom while shopping forget it. They make shopping an unpleasant experience. We don't need this in Santa Monica
-
February 2023 by Elena V.
OMG I Now understand the bad reviews! They're seriously super rude. I went to pick up some stuff that I have ordered online. The first employee completely ignored me, I walked to the register, and the girl just barely looked at me and said "what's up!" in a very uninterested manner. I asked her "what's up??? Wow, I'm here to pick up something I ordered". Unbelievable, I should add that no other clients were at the store, since it was raining and was barely 10:30am.
-
February 2023 by Marco Hernandez
Nice place first time bought me a candle.
-
December 2022 by Azadeh R.
Extremely rude and unfriendly staff. We were about to buy a rug that was in the floor model section. (Clearly in used condition, and in a discounted basket). One of the employers took it out of the basket and showed it to us. The rug did not have a label, so we asked for the price from her manager. The manager (Tony) and another employee went to the effort of lying and saying the rug is a new one 'from the back' and should be sold for the online price. They were rude, aggressive and unwilling listen. No wonder the store is always empty.
-
December 2022 by Ani D.
Do NOT purchase online... most horrible experience. You will waste your time on the phone with them and not get your product for like a year when it states it's in stock online when you purchased. They won't cancel even if you call the very next day. Supervisors never call you back upon escalation. They do not care tfat they are wasting your time
-
November 2022 by Ian Hoge
Dont by couches from pottery barn! I purchased a couch for 5K and it was delivered with the feel of a brick. I was told to be patient while it broke in. I went back into the store a couple months later and sat on the floor model. It was night and day for comfortable. Customer service wouldn't even replace the cushions. They just told me to keep breaking it in. Staff was really nice. But dont trust the feel of the couches in there.
-
November 2022 by Jason S.
Wonderful place to come for home shopping. Always helpful and ready to take any constructive cristicism. They're legit
-
November 2022 by Therese E.
They have an absolutely horrible return policy. Two years ago, I purchased 20 plush ivory robes as Christmas gifts--driving all over Los Angeles and Orange County to find remaining ones. This year, they absolutely refused to refund me in cash (or to my card) in the store, merely ONE robe, stating that it had been 2 months instead of their 1-month policy. I was caring for my dying brother, so I couldn't make their 1-month "deadline". They ruthlessly could care less. I will NEVER shop at Pottery Barn ever again, because of their unconscionably ruthless return policy. Even Target allows 3 months to return an unused product and they immediately give you cash back or immediately return your money back to your card. Pottery Barn makes sure to IMMEDIATELY get their grubby hands on your cash, but they put you through absolute hell when it's time for them to return your cash back to you. NEVER EVER again!!!
-
October 2022 by Sophie
I live adjacent to this location. Thus, I have been here far too many times.In sum, the store is beautifully laid out. Consistently, appealing to the eye.That said, the employees (including management), are inefficient, incompetent, and simply bad.It’s a theme at this location. Four years running.I simply wish the presentation matched the customer service.
