September 2021 by Dani B.
Huge shout out to the PBK & West Elm team for helping me find the perfect nursery furniture for my little one. We had originally purchased BabyLetto through PBK and the quality was so horrible that we returned it with no hassle a few days after receiving it. We went back in June to look at other options and we decided to purchase the entire set & nursery chair through PBK. We spent hours with the associates going back and fourth on options for the chair because we wanted the glider, rocker and recliner combination but a lot of options were back ordered for months and my sweet girl was due in September. We ended up getting exactly what I wanted in the most beautiful olive crushed velvet with a date of Sept 15-20. We opted for white glove on all our furniture which was just amazing and so convenient! Our PBK dresser, crib and side table were all in stock and the white glove service delivered and assembled it within a week. It was such a hassle free convenience! The furniture is top quality, sturdy and not made of cheap materials. If you are on the fence on the white glove service, I would tell you to go for it! Every interaction we had with the PBK team was always exceptional and professional. My chair was delivered within the timeframe indicated and it's so beautiful and so comfortable and looks amazing in my sweet girls nursery. Also, the reason they don't have BabyLetto on display is because of how crappy the quality is. Stay away from that brand, super cheap materials are used and the furniture looks like it will fall apart in months! The reason I am taking one star off is because I wish the original associate would have warned us about BabyLettos quality. Other than that we had an amazing experience with PBK.
July 2021 by Sarah W.
Excellent customer service from Lisa Marie - I especially appreciate her attention to details and willingness to go out of her way to help. I made mistakes placing my order and she helped me for a few hours to correct and update my order. I will always return to this store because of the excellent service I received.
May 2021 by Frank Kang
They were super helpful and my daughter got the bed ? other dreams....
January 2021 by Destiny M.
I have been a frequent customer to this store all throughout Covid and while I do love the products of the store this is the first time I have experienced such rude customer service. When I have had a pick up order in the past I have always come in and waited at the pick up location in the store but today as I did so no one approached me to let me know they can assist me else where. Instead I turn to find two cashiers watching me and whispering in a rude manner and as I walk over the guy then gets on the phone. Still no greeting to come from either of their mouths so then I ask if this is where I can pick up or should I continue to wait at the pick up location she then rudely proceeds to take my info without an apology for not assisting sooner. I hope these are not the two they hired after seasonal to represent the store. I will be taking names next time.
January 2021 by Joanne Savage
DO NOT GO THIS STOREThey double billed my daughter on a one set of sheets. When I tried to fix the situation they denied that it was their store.Totally unprofessional
December 2020 by Victora R.
Worked with Shelly to help us pick out our first set of "adult" couches. This was a very daunting process especially with so many different couches to pick from. Shelly helped us navigate through the whole store and was ridiculously knowledgeable about the 20+ couches we sat on. She helped us narrow down the couches we liked based on what comfort level we wanted (what fill, down, memory foam, etc) and then we picked the style once we knew that. I came in 2-3 times and Shelly was very patient with me in helping me make the perfect decision. We just received our couches and couldn't be happier. Thank you Shelly!
October 2020 by Mina H.
Wow! Just had the best experience (over the phone) with Dionne. Felt compelled to write a review right away before I forget.Called in inquiring about an acrylic storage caddy that Dionne checked and unfortunately the store didn't have. She was super helpful by looking up other stores that had it, but ultimately I decided to order through her since she was so helpful & nice. While processing my order, she asked about my other nursery needs, how far along I am... and how I'm feeling!!! Can you believe that? So sweet and caring of her! Way to be a superstar, Dionne! Thank you for being so caring & helpful. Hope to meet you in the store one day!
September 2020 by Maribel K.
I ordered a daily organizing system online on a Sunday afternoon around 4 pm for in-store pickup. I read the COVID updates on how it would take about 2 hours to prepare and how I would be notified by email when it would be ready. I didn't expect to pick it up the same day but thought it would at least be ready the following day Monday. Next day rolls around and still no update. I check my email several times and the status of my order still says preparing for pick up. Tuesday comes and still no update and same status. I call the store using the number online which is wrong btw and get connected to Pottery Barn Kids. The person that answered says the number posted online is wrong and gives me the correct number. No big deal.I finally get a hold of someone at the right Pottery Barn store and tell her the situation. Her response "sometimes we sell things we don't have, we have to check availability. What's your name and can you please hold?" This is why I'm giving 2 stars - poor online ordering organization and customer service. She gets back to me and says that they do have the item and it's ready to be picked up. SO, if I never would have called to follow up, I would have paid for something that the store had no intention or priority of fulfilling an order? Not good. This is one of my favorite furniture stores and I was very disappointed with this experience.
July 2020 by Cierra Nitzsche
They've got a great selection of novelty stuff. Funny books, cute baby clothes, unique cards, little trinkets, sushi magnets, and the like. We were able to find a cool baby gift in a pinch no problem.
July 2020 by Leonela G.
I just got off the phone with Pottery barn kids in Costa Mesa. I spoke with Gema. Wow! She is amazing. I was looking for help on deciding what bed to purchase for my 5 year daughter. I honestly thought I was not going to get much help me being home on bed rest (8 months pregnant). I am glad to say I was wrong. Gema helped me every step of the way. Made this so easy. Thank you for your expertise and your wonderful customer service. I am excited to receive our order! I look forward to future order with Gema!
June 2020 by Julie Q.
Great customer service from heather . Very patient and filled with great energy . Good style
February 2020 by Shiv T.
Do urself a favor and avoid ordering ur baby's crib from this store or any other pottery barn... I ordered a crib over 3 months ago and still don't have it... after 2 months, they delivered a box without hardware package inside .....there is no quality control and they have such a poor management That I still don't have it... want my money back
November 2019 by Delia V.
This one star review reflects the service we received from DELIVERY ONLY. The in store service we received was excellent. A very helpful and kind associate helped us pick out new furniture and got everything ordered. No problems SCHEDULING the delivery, however actually receiving it was a nightmare. Things were lost, damaged, too heavy so another delivery person is needed. They came to our home FOUR TIMES to deliver a bedroom set and dining table. Customer service has been unable or unwilling to do anything for us, we're at the whim of the delivery company. Honestly, just don't order anything that requires "white glove delivery". You will pay for this "service" which is absolute garbage. We've ordered other small things (lamps etc) that ship UPS/Fedex/etc and they are great! Just...never buying furniture here again.
October 2019 by Carmela B.
I usually do all my pottery barn kids shopping online but my husband is a store kind of guy *eye rolling as I type* so we decided to stop by the store since we were at my sisters house in the area. First time here at the kids store and it was a great first time experience! We got asked if we needed help by 3 different associates. We were greeted and when I ran into an associate while inside shopping he said "hi how are you" which was nice. Not a lot of places are nice from beginning to end. There were a lot of kids inside the store, the associates were making Halloween cookies. The kids seemed to be enjoying themselves which was a treat (no pun intended)! It really is a store that caters to kids. We got lucky and the store was having a 20% off new items plus my rewards benefits which saved us an extra $15! (If you're a regular pls do yourself a favor and enroll in their online rewards program) Parking: Huge mall with ample parking Location: it's right above the regular pottery barn store. Just take the escalator or elevator up
August 2019 by Jenifer K.
DO NOT SHOP OR SUPPORT THIS STORE OR COMPANY. worst customer service For an expensive kid shop. *purchased a guard rail, store did not have the L bracket piece to drill unto the bed so it was going to be mailed to us. Its now been 2 months of bullshit excuses and refusal to return any of my phone calls.