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October 2024 by Derek D.
First off, the shopping experience in store was excellent with great customer service. However… we ordered the Arcadia media stand to have it delivered to doorstep(I was going to assemble). We patiently waited a month for the piece. The first time they came to deliver, there was no notice, no call ahead so when we arrived home at 8:56 am on Sunday there was a note saying “Sorry we missed you etc” timed 8:45. We called but it was too late for them to came back. The second time they delivered there was a call ahead and we got the box. I realized that the product name on the box (Bryant Media Stand) did not match the name of the piece we bought (Arcadia media stand)
I searched the Bryant media stand and found it multiple places for $300 less plus free shipping. They gave us a full refund and arranged to pick up the item which is good but I would have preferred a price match so I could finally have something for my tv to stand on. They refused to price match. You would think a large corporation would want to try to keep a customer or be able to private label their goods. Not so.
Before you buy from Pottery Barn, search for the same item elsewhere.
We now have the same piece on order from another company.
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May 2024 by Steve L.
Maybe just my experience, but I walked in maybe not looking like their typical customer. Jeans with torn knees, black baseball hat, Vans. Because I’m a business owner (massive amount of points), I had $5k in pottery barn gift certificates in my pocket to be spent that day.
I was looking to buy a dining room set. I stood at the dining table waiting the front desk to finish giggling and acknowledge that I had a question.
From across the room they asked if I needed anything. I said, “please.” While showing it to me the set they seemed annoyed I was even asking.
So, I walked up Colorado blvd and spent my $5k, using my B2B account where the people their greet me by name. ??♂️
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March 2024 by J W
I’m a regular at Pottery barns! I like online shopping + browsing the products in person at this location. 2 floors, condensed floor space, packed with products. Timeless design and high quality materials with rustic/ modern farmhouse aesthetic.
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December 2023 by Michael
We were given a gift that came from the Pottery Barn. Unfortunately we didn't get a gift receipt. We had this happen before at other stores and it's never been an issue; they just give us store credit. But Pottery Barn would not take the item back, not even for store credit. The outside of the box said Pottery Barn on it (picture attached) and so it was clearly from Pottery Barn, they told that they still stock the item and so it was currently on their shelves, and it was brand new with nothing wrong with the item, and yet Pottery Barn wouldn't give us store credit for it. That is awful customer service. We used to shop at the Pottery Barn but they just lost our business forever. There is no reason they couldn't have given us store credit like EVERY other store did when we had this issue in the past.
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November 2023 by Patty F.
Horrible customer service (800 number). I have bought some very expensive items from them in the past and have been relatively happy. I went online and bought a couple inexpensive items and had it shipped to the store purposefully to avoid the shipping cost. They Ended up charging me a shipping cost plus a service fee. I never saw that and they refused to credit me ("not their policy"). My items cost about $13 and shipping/service fee was almost $10. Not to mention the gas to drive 10 miles and parking fee. Very disappointed. Was not clear there was a charge. They said some items can ship free to store; some don't.
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November 2023 by Peter Figliulo
Great customer experience. Joyce G was a hero!
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October 2023 by zhang shirley
the manger with the glasses old lady! Her service attitude is the worst I have ever seen! Very rude!
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October 2023 by Gohar K.
One of my favorite locations of Pottery Barn. A lot of them are slowly closing. I'm happy this one is still open and they have a lot of beautiful things available. I got acorn jar candles that were on sale and perfect for the holidays. Lots of cute pumpkins and candleholders. The clearance section had a lot of vases, hurricane candle holders and more. Great deals. All the Christmas items are up but not on sale yet. I'll wait and check it out in a few weeks. Great location, two stories in a historical beautiful building.
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October 2023 by Diana I.
They don't keep appropriate inventory on their website and cancel your order weeks later. It's too risky to order online with them. Their reviews with the BBB and Consumer affairs confirms this. They let you order items and after weeks/months of holding on to your money they cancel the order and then refund the money. This has happened to me twice. I will spend my hard earned dollars someplace else. I do not recommend online ordering from Pottery Barn.
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October 2023 by Judy E.
Attended a design: How to Set the Holiday Table and visual merchandiser Efrain was very knowledgeable and friendly.
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September 2023 by Mathilde N.
Very BAD EXPERIENCE with this place! The manger with the glasses old lady! Her service attitude is the worst I have ever seen! Very rude! TERRIBLE PLACE
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September 2023 by D W.
If you were buying a couch, double check the measurements of the couch that gets delivered. The couch I ordered was 3 inches shorter and 3 inches narrower than the website says it should be. That said, customer service was very good and refunded the couch because they could not promise a couch, the size that the website says.
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September 2023 by I P
Awful.Rude staff who act annoyed when you ask about design or material. Walked out to take my business elsewhere.
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August 2023 by Rob B.
This is a great store in a great location, but the employees here have never been the best, or the most friendly, or helpful. That's why this store gets three stars. I have shopped here many times over the years and I have always enjoy my time here other than the employees attitudes. They have so much stuff here to look at and purchase and with it being two floors I could spend hours here looking around and especially during Christmas holiday month.Their selection is plentiful and they have just about anything you could possibly need for your living space and to be honest some of their stuff can be purchased at a fairly decent price for the quality you're getting.Enjoy your shopping here, I know I do :)
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July 2023 by Morgana Blackwelder
I went with my partner and teenage niece and her partner to the store around 11:30am yesterday morning. The store had only one other person it who was shipping. We were not greeted in the 10+ minutes we there. My niece sat on a sofa waiting for me to try and find someone to help. Finally we went up to the two women behind the register who were not helping anyone else. I had a question about ordering a custom ottoman for my custom sofa that I had to receive. Overall the conversion was rude, combative, and ultimately unhelpful. I told the ladies that we weren’t communicating well and I would go elsewhere. One woman was certainly more helpful than the other but deeply overshadowed by the other person. Had this been my experience when I was looking for a sofa, I would never have bought from pottery barn. Luckily the team at South Coast Plaza is incredible. They were beyond helpful and let me linger, measure, and ask a million questions which ultimately led to my sofa purchase. I will never go back to Pasadena location.District Manager: Perhaps a secret shopper or two in there but you have a serious customer service problem. I certainly hope they didn’t treat me poorly because I was young and tattooed.
