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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 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!
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September 2021 by Visha B.
My mom and I came into this location to return a duvet cover and sham that were both unopened. When the cashier processed the return, she told us we would be getting $267 back although my mom's credit card was charged $324 when she made the purchase online. On the website, it says that orders over $99 will receive free shipping. So, the first problem was the fact that we didn't even get free shipping with a $324 order. My mom noticed this and called customer service the next day to get a shipping refund, which she was able to get. With the shipping refund, our total came out to $297. So, when the cashier told us that we were only going to get $267 back, we were confused where the other $30 went. This cashier (her name is Binita) tried her best to call customer service and fix this issue because she understood that we were getting less money back than we should. Unfortunately, she had an appointment with another customer so she had to go. Then, the manager, Tiffany, took over the phone call to customer service and practically did nothing. She did not even try to explain the issue to customer service and hung up the phone to tell us that we were only gonna get $267 back. At this point, I was getting a little frustrated because the previous cashier already acknowledged that something was wrong but the manager kept telling us that we won't be getting any more money back. Then, we decided to just go home and figure this out on our own but the manager had went ahead and completed the return so that we would only get $267 back. She said we could call customer service to fix the issue if we wanted. Long story short we called customer service right there and got the issue solved, but Tiffany's behavior towards customers and side remarks were completely unprofessional and rude. She did not do anything to help us and refused to even try to understand what we were saying in regards to not getting a full refund. I will definitely be calling customer service to report this because it was an extremely rude experience and it seems like others have also had an issue with this manager in the past. With that said, I'm so glad that Binita took time to understand what we were saying and tried to help us, whereas the manager was just trying to finish our return as soon as possible without being helpful at all.
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July 2021 by Whitney Sokol
Best design ideas!
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July 2021 by Al B.
If you're coming in here to browse, dress nicely. I was in the area so I stopped by to look for furniture for the house. I happened to be dressed in jeans and a t-shirt. Being afternoon, I'm sure my hair was a bit messy. And I probably needed a shave. In other words, I didn't fit the stereotype of your average Orange County shopper with an ultra-thick checkbook. I was greeted by one of three employees who then spent the remainder of my time on the phone. After about 20 minutes, I took my business elsewhere.
