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. read more

See all

I wish I had read these reviews before I purchased a 'Pearce Roll Arm Sofa'. It took months to arrive and the second time I sat on it I heard a POP. Figured it was a spring that had popped off the frame so my husband removed the bottom outer lining and we were shocked at the material used in the construction of the loveseat. PARTICLE BOARD. Couldn't see a loose spring so don't know what the sound was but the cushion on the side I was sitting on doesn't have the support that it did upon arrival. It's a good 4 inches lower than the other side. It's now like the old loveseat that we bought this one to replace! read more

Pottery Barn - Furniture Stores Near Me - Mission Viejo, California

Service is unsatisfactory. There is no reason to have a physical store if adequate service is not provided. Customers are entitled to being greeted, and asked if they have any questions or offered direction. My experience did not include any of these, and the selection of counter seating was inadequate to make any judgement about what was available. All I learned was that I couldn't see most of the catalog items I was interested in, and if ordered they could not be returned. No thanks. read more

I love Pottery Barn! Often times it feels a little above my price range, but they are always offering specials in some area of the store. Also, the products they sell are top notch quality. I do believe you get what you pay for, and any Pottery Barn furniture or item I've purchased has stood the test of time. Great quality! read more

Pottery Barn - Furniture Stores Near Me - Mission Viejo, California

See all

I ordered a bed back in February and when I found out it be delivered in June I tried to cancel it. They told me they had a no return policy and I said I didn't get it yet how can you not cancel it. They were adamant that I couldn't cancel. So I waited until June. I called about the delivery and the main office couldn't find the order. They suggested I go to the store, so I did. They told me it had never been ordered and the invoice I had was just a draft. So disappointed and will probably never order from Pottery Barn. read more

Great store. Corporate needs to help these sales people avoid lines and more. Clearly screwed up with waits. At even slow times. You're losing sales as a result. read more

I went in for the first time since the remodel. Unfortunately, the store continues its poor customer service. No one was interested in helping despite the store being almost empty and several employees walking around. It seems that the designers are too "special" to respond to customers in the store or if they were busy then why not connect the customer to another employee. Really snobby and stuck in their ways rather than being customer focused. Poorly managed. I read more

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. read more

See all

We purchased both heavyweight and sheer curtain panels from Pottery Barn at the Mission Viejo store. Within the first year, the two interior panels faded significantly to a light yellow color due to sun exposure. Additionally, the clips at the top create a cluttered, messy look, and the rings constantly snag, making it frustrating to open and close the curtains. When I contacted customer service at the one-year mark to share my concerns, I was told there was nothing they could do because I was just outside their limited support time frame. Given the premium price, I expected far better quality and service. Extremely disappointed with both the product and the lack of support -- I will not be purchasing from Pottery Barn again and would caution others to do their research before buying. read more

Pottery Barn - Yellow compared to the other panels - Furniture Stores Near Me - Mission Viejo, California

See all

Ordered a loveseat and canvas on August 22, 2024. Was initially informed both would be delivered in October, then November, December and now January 2025. I'm not sure how they stay in business with wait times like these. The emails I received were misleading and false, stating estimated times for delivery. I'm extremely frustrated and will never recommend or buy anything again from Pottery Barn. Update: After waiting 4 months for my order, I received an email stating the canvas is no longer available and they are refunding my order...infuriating! read more

I will never purchase from pottery barn mission Viejo again. They have the rudest sales people and no customer service whatsoever. They need to hire and train their people as they are losing business. Please don't waste your time here. read more

I came with my wife to this location in The Shops at Mission Viejo. It's on the second floor toward Nordstrom. The store has a good inventory of their items to look over but some of what is on display is not available for immediate purchase. We specifically came for a lamp and found one we liked but had to order it (which we could have more easily done at home). A couple other items we were interested in were also not available in-store and we ultimately decided to order on our own at a later time. The fellow who was helping us was very knowledgable and helpful. Customer service from him and another employee we interacted with was friendly and accommodating. All our questions were answered with a smile. Delivery of our lamp came a week earlier than expected and we are very happy with it. read more

See all

PB is always happy to take thousands of dollars from me with a smile. But, when I had a minor issue the sales mgr did everything she could to pass me off to online customer service. They smile when they see your $$$$$ and frown when you need help! The sad state of retail these days. Poor product and poor customer service. read more

In a new generation and low expectations for good customer service this store blew me away.... On the busiest weekend after Christmas I was voluntTOLD to go with my wife and pick up her order. I watched two ladies help her and the diligence and genuine Interest was 5 star in itself. I'm sorry i don't have their names. I'll just say they were experienced and knew customer service! read more

The rudest group of women this yr. The customer service has gone way down hill. Did a return because I thought I ordered a toddler chair and it was just the cover. They first had me sign for the item before allowing me to see it, then just walked off after saying I can return it. When doing the return the lady hardly said a word to me, didn't ask if I need help buying the right item or anything. Just said "here's your return slip." Very condescending attitudes. Probably would've ordered the right chair with the cover but didn't want to deal with these people after their lack of wanting to help. read more

This is a cool PB store and I live looking at all of the pretty furniture and they way it's laid out. It's a great place to get ideas on how to design your home. I highly recommend. read more

Pottery Barn - Pretty table - Furniture Stores Near Me - Mission Viejo, California

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! read more

BEWARE!! DO NOT BUY FROM POTTERY BARN!!! Pottery Barn on line is the worst company to buy from. They are cheating their customers by sneaking in very unfair terms and conditions at check out. Their terms and conditions are legally binding at check out. You must agree that if/ when they ruin a custom order, you must pay just the same. Your credit card company will not allow you to dispute the botched order either because Pottery Barn's terms and conditions enforces the term that custom orders cannot be returned or refunded. I paid $1,000.00 for 10 custom curtains from Pottery Barn only to have the measurements arrive completely different than what I provided. When I contacted customer service they said their policy doesn't allow a customer to speak with a supervisor and all communication must be through an agent. With that wall in place, the agent will inform you that custom orders cannot be returned even if their supplier in India does the work completely incorrect. What a mess!!! Pottery Barn rips off their customers and uses outsourced workers who don't care about accuracy. They get away with this crookery by implementing terms and conditions to unsuspecting customers who are not aware of these details at check out. Pottery Barn informed me that Custom curtains are the biggest part of their business so that means they are making big money ripping off people when they ruin custom orders!! read more

Excellent service. Very efficient, professional and polite!!! Beautiful quality furniture and goods.

Be aware!!!! Pottery barn will not give regular gift card. I had a purchase that was wrong size i ordered online. At the store I wanted to make return simple. Said no need to refund my original card, I'll take gift card & continue shopping in store. Well 4 employees later who seemed to push me off to one another, a guy came over did the transaction then said it would be emerch card. It would be emailed. I told him to change by email since the one on file was not active which took another few minutes. After he issued the gift card he said that by the way I wouldn't get my emerch card for 30 minutes. I was so frustrated they wouldn't give me a tangible gift card like i asked. I left the mall and the gift card came 1-1/2 hrs later & did not work AT ALL!!!! It redirected me to pottery barn website every time i clicked on link. I had to call explain for 30 minutes and was told i would get someone to reach out within 24hrs. I asked to cancel the credit & give back my original form of payment. Well nobody reached out within the promised 24hr. I ended up getting an automated email saying my merchant card was simply canceled. This upset me, wondering what happened to it. I called again spent 20 more minutes explaining to a woman that was hostile from minute she answered phone. She put me on hold told after she informed me whatever was going to happened i should wait 3-5 more days to maybe see a credit. I explained i needed a written email of what was going on. I'm not sure why i was put on hold by her without explanation for few more minutes. Another much nicer lady came on the line. Maybe because i asked to resolve the matter once & for all. She said another e merch card had been issued (not what i wanted) assured me i was getting an email with new information within 24-72 hours. That has now passed and crickets. Today i will be calling back wasting more time and regretting ever asking for a gift card. My point is be careful registering here or having any kind of returns that need to be refunded on gift card. Like registries ect It is an impossible process and total scam. I would give service in store and through calling emailing 0 stars if it was possible. read more

Went into the Mission Viejo store yesterday to buy some cal king sheets. Upon asking the salesperson about the depth of the sheets, she didn't know but said she would ask the in store designer. She came back within a few minutes and said the designer didn't know and then she walked away. I couldn't believe the lack of knowledge and initiative. While in the store, I went on the pottery barn website and quickly found the sheet dimensions, to include the 18" of depth. It was hard to believe that neither the salesperson nor the designer knew the information and cared so little about providing such a simple detail. I will never go back to this store and will certainly discourage anyone I know from shopping there. Very poor customer care. read more

Jill was very nice and very helpful with my Halloween selection. My purchase was an amazing value! Thanks for all your help

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. read more

I would give this store a zero star rating if I could. Product is great, selection is wonderful, but sales staff rude, unknowledgeable and unfriendly. I brought some drapery hardware from the self proclaimed "curtain rod expert", Lee. I told her what product I wanted and what finial I wanted. Turns out the two are incompatible. Of course I found out that after I installed rods and finial wouldn't fit. I then Purchased the correct rod online and now that the store is back open, they won't return my original purchase. The manager and assistant manger were rude and not able to process my return. Now I basically paid double for the curtain rod. Thanks Lee. Beware of dealing with Lee and also Managment. The right thing would have been to return the original Order. They just lost a customer. I hope the area manager sees this and follows up with me. I have spent so much time installing multiple rods, talking on the phone with customer service and now the rude store personnel. Can't believe I was Treated this way for the mistake of "the curtain hardware expert", Lee. Thanks read more

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. read more

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. read more

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 read more

ZERO If there was a ZERO STAR. just got off phone with Alicia, mgr who lectured me on coronavirus and people losing their jobs...still charges on AE for junk items that were WRONG! USED and THE WORST ANY SERVICE a business can give. Calling AE to remove PB CHARGES b/c been trying to remove since last Wednesday. Miserable company. read more

AVOID THIS LOCATION!!! I went with my mom to get a new bed, and the woman who helped us was a joke. We showed her the bed we were interested in and she pulled it up on the computer for us along with another option so we went to look quickly at the other bed for comparison. When we came back two minutes later she was helping another family on the same computer so we waited several minutes during which she is ignoring us and trying to get an extra commission with them. Finally after several minutes of us standing there, I asked if she was still able to help us to which she snarkily mentioned how we "disappeared" she thought we weren't interested. Excuse me? We went to look at the other bed you showed us and had made a decision and were ready to place the order but she was too busy trying to poach all the customers in the store from other employees. When she finally came back to us she kept being very rude and passive aggressive with her comments to the point where we had to ask for another employee to help us. She responded to that rudely as well and left to get us another employee. Wish I had gotten the name of the women who "helped" us because she was an absolute joke and needs to lose the attitude. Furthermore, I hate the Toulouse bed I bought. I bought the bed along with the mattress and there isn't enough space between the mattress and footboard of the bed. Making this bed and changing the sheets is hell. You have to try to stuff your hand into the tight gap, scraping your hand against the wood. I've broken nails and hurt myself simply trying to make my bed. There is supposed to be a small gap so that one can actually tuck the sheets under the mattress. I was also told the bed would be delivered in 2 weeks yet it took 2 months for me to receive it. When it finally came it was defected, the paint was scraped of the wood in several places. After a lot of back and forth they took the bed away to fix the damages which was only meant to take a couple days but ended up being over a week, during which time I had no bed. This experience has been an utter nightmare and I'm so disgusted with the customer service that I received during this process. Take your business elsewhere! read more

Pottery Barn - Impossible to tuck sheets in because there's no space between the mattress & footboard. - Furniture Stores Near Me - Mission Viejo, California

See all

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. read more

I saw a sign on the window at the mall store which was announcing a 30-40% off sale on throws. I'd been watching throw pricing as I'd like to buy some for gifts this month. The one I wanted in particular has been 89- for weeks now. Once inside the store I located the throw I was seeking, only to discover the price was now $149, less 30/40%. Doing the math I would be back to the original price, not a sale price. The store is in terrible shape today, many items out of stock and open spaces where there should be Christmas gift items ready to go. In particular there was a small sampling of throws to choose from and most looked picked over or previously returned. In an important sales month and at a time when if I can possibly buy I will buy, I have to buy ( 21 days until Christmas ). I left empty handed. read more

Not open till 9p and should update their hours just as the other pottery barns did and maybe I wouldn't have driven out of my way just to realize they were in fact closed far before 9p. This is the 2nd time I've been to this store and have been disappointed. The first time I received no assistance and the employees dismissed me as if I didn't exist. Smh usually the saying goes "cheap stuff isn't good and good stuff isn't cheap" however it's opposite with this place. Good stuff isn't cheap but their service is. Get it together. read more

What a horrible manager--Peggy. Absolutely zero customer service. Empathy. Or politeness. A different store sent two items. Supposed to be same but one was wrong. So they told me this store had the right one and on hold for me. When I called and explained situation Peggy was not willing to match the same price that I had already paid for the ones I got. No wonder this store has a low score. They don't know how to treat an already frustrated customer that is dealing with a PB mistake. So original store dealt with it. By letting MV ring full price and then they just returned and re-rang at correct price for me on their end. Seems like a lot of extra work and nonsense. But luckily the original store that sent the wrong item did the right thing unlike Peggy and her associates. read more

Ordered two matching robes on line, one for my son & one for myself. In the pictures they looked really cute & cozy with a flannel pattern. When I got them they were not lined and very scratchy. The robes are brand new, have not been worn and still have tags attached. Upon attempting to return the robes in store was informed that they were a final sale because price ended in .99 At no point during my on-line experience ordering them was that communicated to me. I would never have spent $150 for two robes not knowing for sure if they would fit. The quality is very disappointing, I have purchased lots of bedding & pillows on-line from PB over the years & this is the first quality issue I've experienced. When I walked in to the store I had every intention of shopping for bedding, pillows and other home decor items. But I was so displeased about being stuck with 2 robes that we will never wear - I walked out. Have no desire to give them any more of my money. I probably would have spent 3x the amount I was returning. Makes no sense to me. The sales person suggested I sell them on-line. WHAT? I have no idea how to do that & have zero interest in learning how to at this late stage in my life. POTTERY BARN should refunded my money and sell the two robes on-line. They have a website set up for that, I do not. Why not do the right thing & take care of your customers? Sure there are customers who abuse retailers' good graces returning worn items, etc. This was clearly not the case, and certainly not worth losing a customer over. read more

My sister purchased two monogrammed throws a couple of mos. ago. I washed my throw one time. It is pilled all over the throw. I've worked on it for 2 days. Taping and shaving. Finally I had enough. I called the manager GREG who is very rude and non compliant. He told me what happened to your sisters when she washed it. I said she didn't yet. He said well maybe you have different washers? I said where on the instructions does it STATE THAT YOU MUST HAVE SUCH AND SUCH KIND OF WASHER! My sister buys most of her things at Pottery Barn in Naples. I am in Dana Point. Greg is rude and unhelpful. He should be terminated immediately!! Pottery Barn needs better customer service. He would be best at a Managing a fast food restaurant. read more

I am trying to give them NO STARS, but it will not let me! I will NEVER order anything from Pottery Barn again. I placed an online order in mid June and continue to get the run around on if I will ever get my items as the shipping information continues to be incorrect. Customer service simply requests an update from the "vendor" and nothing ever happens. I am beyond frustrated and have inquired on my order over 10 times with absolutely no resolution or follow up. VERY POOR CUSTOMER SERVICE! I have since ordered what I needed from another company and received it within 2 weeks. When I try and cancel my order from Pottery Barn, I am told I cannot....Ridiculous! Who knows if I will ever receive it and these "vendors" they use are extremely unreliable. read more

We had the pleasure of working with Dale Bennett, Design Studio Specialist. We have a very specific style when it comes to furniture. Pottery Barn has definitely exceeded our expectations. Dale offered a guided process from design all the way through the finishing touches. Their design, craftsmanship, and the excellent customer service that Dale provided made the overall process seamless. Her extensive product knowledge and professional demeanor added to the overall experience. Dale has a wonderful eye for detail and color. She recognizes the value of extraordinary service, thrives to maintain that, and shows professional concern for the quality of work performed. It was an absolute pleasure to work with Dale. She truly is an asset to Pottery Barn. Highly recommended! read more

Lotsa workers, talking to eachother. Customers simply roaming. The help is very distracted by eachother; TERRIBLE IN-STORE CUSTOMER SERVICE. The help are so busy, TALKING TO EACHOTHER; too busy to take care of the in-store customers. read more

I was making a purchase at this store the other day and simply asked the sales person for return policy just in case the product wouldn't be the right fit for my house. The sales person wasn't the issue but the manager who was standing next to him jumped in middle of our conversation and so rudely answered my question that I Was shocked. She was beyond rude and gave so much attitude to me, if it wasn't because the sales person who spend time to help I would've not made the purchase. I honestly could sense racism in her voice and attitude. Anyways I am def not going back to this store read more

I've never received anything but the most outstanding customer service here. My husband and I have made multiple trips over the last 3 years for various pieces of furniture. They're supportive of military, empathetic, kind and generous. Even on their busiest moments, being heckled by impatient customers, they are accommodating and understanding. The staff here go above and beyond. I'm quite surprised to see only a 2 star rating for this location. I'm extremely picky about where I spend my money and who receives my business and I don't have a single complaint about anyone at this location or the location itself. read more