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September 2024 by yael gutierrez
Poor customer service.
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December 2023 by Theresa Oliver
I wanted to take a minute to share my experience at this location. Lisa and Erin the manager went out of their way for me to help with my order today.I placed an order online for store pickup. I spent 35 minutes trying to find the store within the mall, I would suggest they get better location since Pottery Barn is a favorite of so many people. However, by the time I finally found the location the store was closed.My heart dropped because I really needed my pillow cover because I have guests arriving tomorrow. I knocked on the door and was about to call the store. Lisa came to the door and she asked how she can help me. I told her I couldn’t find the store and I was simply picking up an order. I also purchased a blanket for a gift and forgot to select gift wrap because I was rushing to place my order. I asked Lisa if I would pay for the gift wrap and I would assemble it at home. She took my money and when she returned she said her manager had already closed the registers but gave me a box with wrapping paper. She said her manager Erin said Merry Christmas. I was so surprised with both ladies kindness and willingness to help me. It really warmed my heart and I’m so thankful for their outstanding customer service. Thank you so much and Merry Christmas! You both made my day!
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June 2023 by Lulu J.
The hired help at the Brea store were SO RUDE. The blonde employee appeared miffed that she has to stop staring at the computer screen to ring up the lamp I was purchasing As I was waiting for the receipt, the other employee rushed over, looked down her nose at me as she blurts out, "That's a final sale, you can't return it for any reason". The only reason came into that store was to purchase that lamp, if I didn't really want it I would have cancelled the transaction and walked out. The hired help need to realize that no matter how we are dressed, we are PAYING CUSTOMERS who keeps them employed.
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June 2023 by Maria Torres
From the moment I walked in I was greeted by friendly helpful staff. Walked out of there with beautiful vase for my dining table.
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June 2023 by David Wei
Greatest
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May 2023 by Diana J.
Absolutely the WORST customer service and the product quality has seriously declined. NEVER buying from the retailer again!!
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March 2023 by Angelica V.
Poor customer service. No personality or interest to help a buyer make a purchase. The lady who works in the custom area, does not even greet you unless you interrupt her. The front counter people say hello but then randomly disappear. NO ONE wants to help the customer. This is very sad since not all of us like to shop on line. I will take my business to South Coast Plaza Pottery Barn. They know how to help and sell.
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January 2023 by Denise P.
This location has terrible customer service. Here's why: 1. The manager closes the store early. This happened to me while I was shopping more than once. I inquired about several items and was told they didn't have them, even though they never looked. I sensed that I was being refused service bc they were closing. Another woman was knocking on the glass door and made a comment about it closing an hour later to which the sales rep replied "we are closing early." I certainly felt the pressure to leave, so I did.2. They don't accept online returns.If you buy online, expect to not be able to return the items in store, minus small accessories. I was surprised to find out, after walking through the mall with a large heavy box, that online returns have to be mailed back.Originally, the manager stated she couldn't accept the return. Then, after calling CS, I found out that it's at her discretion. In few words, she stated that it was an inconvenience for her. 3. Low stock- if you see it in the store, expect to buy it online. They likely don't have it and will encourage you to buy online.It defeats the point of shopping in person! 4. Most staff are uninterested in helping. There is one staff member that is great and I wish I knew her name but my experience with managers, Ingrid & Jennifer, has been terrible. When they are there I feel like I'm living the scene out of pretty woman with the rude service reps. They act like they are doing me a favor and are less than interested in helping. I've often wondered if it's my age, clothes, race, or something else. It's just not a good feeling.
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December 2022 by Paola F.
I tried to return a makeup organizer mirror that is made for teens but unfortunately the worker said she can't accept a big return! The mirror is only 14" wide and 17.5" high... Their website says I can go to any store to return the item but the worker did not want to help at all. I had the receipt and I am within the 30 days... it was frustrating that I drove so far for the worker not to help me at all.
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May 2022 by Raed Alnaser
My name is Ray I’ve been training for more than a decade now, I can confidently say that I I know what works for you and what doesn’tAs elite trainer I believe that every person can achieve the body of their goals . My mission is to give everyone that opportunity by providing time-proven, evidence-based advice on how to build muscle,lose fat ,and get & stay healthy
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March 2022 by Erica E.
Literally the worst pottery barn I have ever been to! The customer service is horrible the staff is so rude and snotty. And if you have to do a return forget it they make it insanely impossible for you to return anything they make up their own rules. I spoke to corporate and they said their rules made absolutely no sense on their return policy. And forget walking in and getting any help unless you plan on spending a fortune they don't even acknowledge you. The guy that works with was supposed to call me back regarding a purchase I made there and needed to return and never called me back and was beyond rude. I called and thankfully pottery barn customer service online was able to help me even though that's not their place. If you plan on buying anything pottery barn either buy it online their customer service is excellent or another store.
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February 2022 by Vicki R.
Last June, 2021 (yes, you read that correctly) I placed a very large order ($28,317.47) for furniture with Pottery Barn in Brea. It had to be place in two orders because they don't have the technology to take a credit card and a check in the same order. Unbelievable, I know. I used one of their design specialists to help me. Her design skills were awesome! After seven long months, in January and February of this year I had two delivery appointments. Some things arrived damaged. One has been exchanged, and the others I've heard nothing about. I returned a rug and pad with the drivers of the first delivery. I changed my mind about it. No refund yet from that ($766.40 paid by check that has been cashed). The floor lamp I ordered, that has been paid for by the same check, has never been delivered ($479.20). These have been brought to attention of the delivery people, and also my designer. I've even written the President of Pottery Barn two weeks ago, but have heard nothing. I'm at the point where I will let the damaged stuff slide (so sad), but I want my rug/pad refund and my floor lamp. Pottery Barn (the company) is all about the sale...friendly, attentive, available, helpful. But once you've paid, they disappear off the face of the earth. I know it's COVID. I know everything is more difficult, and taking longer. I understand...it's affected all of us. But I feel I've been more than patient, lenient about my concerns, and waited long enough. If the President (Marta Benson) can't help me, then God help me!
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December 2021 by vanessa lopez
Great customer service
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October 2021 by Paige Kirkhuff
Best design ideas!
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October 2021 by Kylee M.
Lucia Murphy at PB Brea is the best! She's been helping me furnish and decorate my home since April and I love her! She's gone above and beyond to help me... easy and available when I need her. I love everything she's put together for me and finally, feel like our home is a home now! Thank you, Lucia!
