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November 2023 by Leslie Q.
When it comes to selling you furniture and a credit card (yes, I took the bait. Only because it promised $800.00 in free products) they are great. P. Barn sent a decorator and we subsequently went to the Mission Viejo store and selected $10,000 in new furniture. That was on October 21st. We were told that the items would come as they were available, most in grouped shipments. I tracked to shipment and was disappointed to discover that the delivery date of the whole order was dictated on the last item made ready to ship, which would have been in March. I called the store and spoke with Eric, a store manager. Eric was successful in getting the items delivered within a few days with the exception of one chair. We can wait for one chair, thank you Eric. You made our holidays cheery and bright!
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October 2023 by Brianna Golding
We saved for months - felt so excited when we finally pulled the trigger on the farmhouse canopy bed. To be able to afford high end furniture felt like such an accomplishment. Turns out the quality is horrible. Canopy was squeaky every time we made the slightest move. It took them a month to come and replace it. Then a few months later the entire bed snapped beneath us. Not even joking! And no, we are not overweight. Mind you we have owned the bed less than 6 months. It’s been over TWO MONTHS we’ve been sleeping in the floor waiting for a replacement. IKEA would have the better move. Really disappointed. Giving two stars because at least they are trying to replace it and make things right…
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October 2023 by Natalia R.
I purchased a backpack online from Pottery Barn Kids. It was shipped to this location for pickup. My son decided he didn't like the backpack (never used), but when I tried to return it, I was given the most difficult time. First I was told that the item was on clearance so they couldn't refund my money. This was not shown any where online upon purchase. Female assisting said, it was only visible on her end, which doesn't make any sense. Next, I was told that they would only be able to send me a gift card in the mail, subtracting a "shipping fee." However I was never charged a shipping fee initially and when I explained this, she refused to refund me back the full amount. In fact, she told me I should be satisfied for being given this amount, because she had the right to give me no refund at all. I am extremely dissatisfied and will not be shopping here again. Customer service was rude and arrogant.
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October 2023 by Kate M.
Check out my photo to see what their linen "performance fabric" looks like. I can't recommend enough to think twice before purchasing a sofa from pottery barn. Our sectional was lost for THREE MONTHS- even though they charged me the full amount months before its arrival!!! Then, arrived defective with an odd piece of linen crumpled in one area. Agree waiting for so long (and already giving up our prior sofa) I accepted a SMALL discount and kept the sofa. Fast forward a few months later, after a drop of coffee spills on it, i can't get any help from their CX. They stated that because I accepted the small discount, they will not do anything! Infuriating! Again, think twice before spending thousands on these sofas.
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September 2023 by Lainey O.
The store employees are great when you are buying something, but try returning something and you're persona non grata. I walked in at 10:10am on a Monday morning. There were no customers in the store and when I walked up to the counter where there were two associates, I asked if I could do a return. One of them walked away and the other said we are with customers so it will be "a while". She asked me if I'd like to walk around the store to shop and I said no. The woman who told me this is named Laura. She had someone on hold on the phone. She picked it up and resumed her conversation. I waited for only about 2 minutes when another associate came over and asked if I needed help. She was very nice and she did my return very quickly. So my complaint is with Laura and how she handled this. I felt like I was an annoyance to her. She could have easily used the intercom to ask if another associate could come to the desk. As a matter of fact, when I was being helped by the other associate, she noticed that another customer walked up behind me to wait in line. She simply used the intercom to ask for backup at the register! Laura should have done this for me, instead of making me feel badly for trying to return something. Not to mention I bought a large sectional, kitchen table, 4 chairs, and several accessories in the past 10 months. Even if I just bought a candle, no customer should be treated like a nuisance for trying to make a return. Pottery Barn, please train Laura to have better customer service skills.
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August 2023 by Kristine V.
Please never buy from this store. We ordered over $10,000 in furniture in January. The Benchwright chairs were back ordered. At first they were supposed to come in July. Then I only got one chair with the table mid July (missing 7 chairs). After a dozen calls and promises that the chairs were in the hub and coming any day, my chairs were given to someone else, lost, or who knows what, and backordered until Christmas. What am I supposed to do with a table and one chair! So I returned everything and cancelled the 7 chairs I never received, and yet they still charged me! Over $3,000 for the 7 chairs I cannot for the life of me get removed from my PB Capital One card. The store sales person (Lee) can't help me, neither can the manager (Eric). At least 4 PB phone consultants said they've fixed it but it's not. Capital One is even worse, transfers and disconnects, but happy to charge me interest on the non-existent chairs. I am LIVID.
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August 2023 by Lydia Liem
Love the store, but you will need to have patience taking to the sales there. They are mostly older lady. Either you will get one with attitude or moody or very slow. All and all patience is good!
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July 2023 by Steve O.
Staff:Overall they were nice but it took awhile for someone to welcome us which almost made us leave. Until we met Donna. She was a life saver and truly amazing. She took so much time to help us, was patient, caring, and saved us from going elsewhere. Quality/Value:Obviously very nice and high end furniture here folks so pricing is high. However, the quality makes up for it. You get what you pay for. Overall:We went in to see a table we saw on the website but they didn't have it in the store. Donna worked really hard to show other tables, pulled up the website, and really made us feel valued. Donna should be recognized for her greatness as she saved the store from us walking. Our purchase is TBD at this point but if we do it will be Donna who made it happen.
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May 2023 by Michell R.
Worst customer service, every time I go into the store nobody helps, they don't even look at you. Today I went to the store and bought some faux branches and the lady who help me took them away from me, she told me where did you took them from, I'm not sure if I can sell them to you because they're display. Wow I just don't get why there is a store if they're not sure what to sell. I end up buying them because I told her they're plenty on the display.Never coming back, tired of given this location many opportunities.
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March 2023 by Caroline A.
Staff is rude and make you feel like they're doing you a favor by helping you. Designers are clueless. Give you samples of rugs that don't even come in the measurements you need and then they try to convince you that the wrong measurement is what you need. Don't know how to measure the wall correctly for a drapery. Save yourself a trip and go to the pottery barn in Costa Mesa. Staff is much nicer. The staff is knowledgeable and the store is much bigger and has so much more selection. whatever you do, don't work with Lee, Stacy, and the manager is so rude.avoid this location at all cost.
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January 2023 by Acarmen Kerr
Beautiful items and I was able to purchase a bed in a relaxed manner. No pushy salespeople here. Highly recommend!
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November 2022 by Katherine Clark
First time buying from pottery barn and last. I used a gift card to buy bedsheets that became 40% off a few days later. I called customer service to see if they would do a price adjustment as is common with many retailers and they said no. So, I went into this location to return the sheets and repurchase them at the discounted price. The employee told me my refund would go on an “e-merch card” which would arrive to my email in the next few days. I asked that my refund go on a physical card that I could use while in the store, but was told they couldn’t do that since my return was from an online purchase. While the person helping me was friendly, the pottery barn policies are very frustrating for consumers. Other retailers offer similar products without the hassle and with much better customer service.
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November 2022 by Susan H.
First off, I am not complaining about the Pottery Barn in Mission Viejo. I'm complaining about the company and their policies. My friend found a beautiful coffee table and side table. When she set up the delivery, just to drop the furniture on her porch, the cost was $160. To put it together was going to be an additional $180. (I told her that I would put the tables together...) So, today she read that the tables were going on sale and she could save another $200, so she called Pottery Barn to ask for a price adjustment. They said no. The furniture hasn't even been delivered. So, she decided to cancel the order and buy it again at the sale price. Well, they refunded her the price of the furniture minus the delivery fee! The furniture hasn't been delivered, but might have been on the truck...we don't know. Bottom line, please be cautious about store policies.
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November 2022 by Jon L.
Myself and my wife decorated 90% of our new home with PB decor. We had some quality control issues with some of their vendors sending defective product. Overall we had a wonderful experience working with Megan. She was exceptional and always found a solution. Thank You for all of your assistance, Jon & Renee
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October 2022 by Asim Latif
Friendly and helpful staff. We had much better experience in this store compared to the pottery barn in the South Coast mall.However this store is much smaller than the one in Costa Mesa store.
