I love the expansive show room. It's helpful seeing things in person. This review is for the associate I was assigned when I visited to look at a few items. I forgot her name but her attitude was not forgettable. She didn't know where a lot of the items were in the store and had to go to the computer to look it up. Since she would take so long, I'd walk around the store to look around and I'd hear her exclaim out loud to other associates "Where's my client?? Why am I chasing my clients around the store all day today?" I explained to her I was looking around as I was waiting for her. She gave me a wry smile. After I quickly tried to go off on my own since she wasn't helpful, I heard her talking about someone's sexuality with other associates as I was leaving. She was laughing about them "probably being a furry." I felt uncomfortable and quickly left. To be fair, some of the other salespeople I interacted were nice and helpful. It may be a hit or miss depending on who you get. read more

Unacceptable behavior toward young children & non-existent management follow-up. I am writing this review to warn other parents and shoppers about the customer service at Pottery Barn Stanford. On July 26, my wife and I were looking at dining sets with our two young kids (ages 7 and 3). We were supervising them only a few feet away when a sales associate named Elaine screamed "You stop it right now!!" directly at our kids. When I looked at her in shock, she sheepishly claimed "They could get hurt" and walked away. Screaming at young children rather than calmly addressing the parents is wildly unprofessional. We left immediately and took our business to Restoration Hardware. While the team members I spoke with in-store (Anna and Deb) were empathetic, higher management and corporate customer support have failed to reply or acknowledge my written feedback after several weeks. The complete lack of accountability or follow-up makes it clear how little Pottery Barn values its patrons. Save yourself the headache and shop elsewhere. read more

Everything could be improved. Not sure if it's a corporate issue or store issue. Get there first thing in the morning and can't get help, everyone is to busy, out of samples. What a mess. Not sure who is in charge but something needs to change. Do they get that they are loosing sales? Help! read more

TThis is a follow-up to my previous review. Regrettably, I remain deeply disappointed with how my complaint has been handled. While a $200 gift card is a token gesture, it fails to adequately address the humiliation, emotional distress, and discriminatory treatment I endured. The gift card feels more like an attempt to close the matter than to genuinely acknowledge the seriousness of my complaint. Additionally, I would like to know if the vice president personally reviewed the store's video footage to validate my account of the incident and if appropriate action was taken based on that review. I was hoping for accountability, transparency, and assurance that meaningful steps would be taken to prevent similar treatment from happening to other customers. read more

I have been a Pottery Barn customer for 45 years. Bought furniture for numerous houses, drapes, pillows, mirrors and all the rest. I find the quality is great except for the way they do the down now in the couches. My pillows look awful. However I find most I have bought thru the years have held up very well and hold their value. Having said that I find the sales people at Stanford very stand offish and finding someone to help you while no one is in the store next to impossible. So frustrating! Why why did you close Burlingame store???? So sad and I miss it so very much as most of our community. Wish it would come back. read more

If You Enjoy Being Stood Up Twice, This Is Your Place I booked two confirmed in-home appointments with a designer, and she failed to show up both times. These weren't misunderstandings--both appointments were confirmed by email and text. After the first no-show, I went into the store and they apologized and rescheduled. I rearranged my schedule again, only to be stood up a second time--no call, no explanation, no accountability. At that point, this isn't an oversight--it's outright disregard for customers. It reflects extremely poor management, lack of basic professionalism, and zero respect for people's time. I would strongly recommend avoiding this place if you expect reliability or even basic courtesy.i read more

Pottery Barn - Appointment Confirmation - Home Decor Near Me - Palo Alto, California

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I am extremely frustrated with the way Pottery Barn and the Key Rewards program handled my recent purchase. I received a $90 Key Rewards e-card after purchasing an expensive pullout loveseat/bed from them. I then used that $90 rewards card toward a purchase of pillows, and the total came to $86.43. Suddenly, without any clear explanation or authorization, I noticed a $19.06 charge from Pottery Barn appearing on my credit card. Customer service is now arguing that I somehow still owed money, despite the fact that I used the $90 Key Rewards card they issued themselves. The math simply does not make sense. What makes this even more concerning is that the charge just "appeared" on my credit card without proper communication. It leaves me wondering whether more random charges could show up later. At this point, I'm honestly considering shutting off the card entirely to stop unexpected billing issues. The whole experience has felt deceptive, disorganized, and unnecessarily stressful for what should have been a straightforward rewards redemption process. read more

THIS IS A GENERIC POTTERYBARN.COM Review...not that their Corporate office cares, but here goes: I placed an online order on Nov. 24th for a $350 quilt set. Received email confirmation that delivery would be around Nov. 28th. Called Customer Svc. on Dec. 1st for status update, and was told to call the "Editing Dept" which I've learned it's a fancy name for Collections. Apparently my account was "on hold" because they had no record of me returning an order from Nov. 2024. Got that cleared up by sending proof of delivery back to Olive Branch, MS (glad I kept a screen shot from UPS), and was told by A. Torres that my account was cleared. She confirmed that my order was good to go, and that the items were still in stock. Checked status today (Dec.2nd), and see that my order was CANCELLED! Called Customer Service who once again told me to call "Editing," and spoke with Ms. Torres again (who confirmed it's actually a collections department), and she blamed all actions on "the system," and none of this mess was based on human action. I asked why the system didn't send me an email about my account being on hold? about my order being held up pending resolution of the 2024 return? and / or the fact that my order was cancelled? She again blamed EVERYTHING on the system with zero F*&#S given. Unacceptable behavior from customer service, and I'll never buy from Pottery Barn again. read more

Terrible service and very confused sales associates with no product knowledge or any idea how to sell

Buyer beware: Pottery Barn Palo Alto can range from exceptional customer service to downright terrible--depending entirely on who's working that day. My first experience on November 15th couldn't have been better. After discovering that two Pottery Barn Teen items we purchased for our daughter were defective, the help center instructed us to return them to the store. The staff member who greeted me that day was warm, welcoming, and energetic. She treated me as a valued customer, walked me through the return process, offered to help bring items in from my truck, and assured me that my refund would appear on my credit card within seven business days. It was one of the most positive, seamless retail experiences ever. Fast-forward to December 6th, and it was as if I'd stepped into a completely different store. Still waiting on my refund three weeks later, I returned to Pottery Barn Palo Alto with my paperwork to inquire about the status. The woman who 'helped' me this time acted like my presence was an enormous inconvenience--an unwelcome chore she had to deal with. She avoided eye contact and clarified that handling a Pottery Barn Teen return was a 'significant burden' on her. She insisted this wasn't their responsibility and put the onus on me to figure out what went wrong despite Pottery Barn having supposedly processed the return already. I mentioned that we'd been loyal customers for years and that my experience on November 15th had been incredible--one of the best I'd had in any retail environment. Unfortunately, I received stony indifference and hostility instead of understanding or empathy. She eventually called Pottery Barn Customer Service, but after a few minutes, she just handed me the phone and walked away, leaving me standing at the register for nearly 40 minutes trying to sort things out on my own. When I asked where she had gone and why she'd left me with the call, her response was shocking--she threatened me by implying her daughter was a lawyer who could 'sue me' entirely out of left field. I was floored. I then asked to speak with the manager, who showed little initiative in helping. After finally getting his attention, he spoke briefly with Customer Service and casually informed me that I should expect my refund in a few days. The inconsistency between these two visits was astounding. On November 15th, I encountered an extraordinary level of customer care. On December 6th, I faced one of the rudest, most dismissive, and bizarre encounters I've ever had in a store--feeling belittled and treated like a nuisance rather than a valued customer. In short, shopping here can be a gamble. If you're lucky, you'll meet the kind, helpful staff who genuinely care. But beware: you may also run into rude, apathetic employees who make you feel like you're the problem, not them. It's disappointing to see such a reputable brand allowing such drastic swings in customer service. I sincerely hope they address these issues, but I can't help but warn others about my experience at the Pottery Barn in Palo Alto. read more

I am writing to express my frustration regarding the inconsistent information I have received from the Palo Alto store. In December, a staff member informed me that your in-home design services include assistance with custom drapery. When I requested an appointment, the manager explained that her manager said in-home services were unavailable during the holiday season and asked me to follow up in January. Okay, no, problem, understood. Following those instructions, I reached out again this month. One staff member directed me to book the drapery appointment online. When I attempted to schedule with the original designer I had spoken to, I was just strung along about the appointment. I eventually followed the advice of the second staff member and booked the appointment online, only to receive a call from the manager, [Claud?], stating that in-home design services do not include drapery. I have been repeatedly mislead and strung along regarding the services you provide. This experience has been incredibly disappointing and, as a result, I will never shop at Potter Barn again. POTTERY BARN: WHY LIE TO CUSTOMERS ABOUT SOMEMTHING YOU CANNOT DELIVER? JUST BE HONEST AND TRANSPARENT WITH YOUR CUSTOMERS. NO WONDER YOU RECEIVE SO MANY ONE STAR REVIEWS. read more

PBK @ Stanford is a sweet spot if you are decorating a nursery or kid's room. I have stopped in a few times for gift ideas, storage bins, and room pieces. Everything is super cute and well made. Prices can be a bit high but the quality & design feel worth it, especially for things you use every day. The staff has always been helpful without being pushy. I like that the store is calm and not overwhelming. It is organized and has a lot of thoughtful touches. Easy to browse even with a little one along. A great place to find something special if you are setting up a space for baby, need a cozy blanket, or want to get a nice gift or upgrade from the usual basics. read more

Very poor quality and customer service given the pricing I spent $4k on chairs. One of chairs sprung a micro hole in the seat and had stuff coming out It's been a few months to get their attention. Then they gave me a seat cushion replacement 4 months out with no attention to provide earlier. Extremely slow and unresponsive I purchase d in store but customer service is via 1-800 number. They don't care as incentives are misaligned Don't shop here read more

Pottery Barn - Seat cushion - Home Decor Near Me - Palo Alto, California

I want to start this by saying I've been in a few times this past year and made some big and small purchases. I have been very impressed with the service I have received from the multiple sales people I have worked with as well as the Manager. Everyone has been so helpful and knowledgeable. The service has been above and beyond my expectations and I'm confident I will be making future purchases from this store. In a world where service isn't what it used to be I'm glad this particular store still steps up to the plate. read more

The store was closing and I was just trying to pick up my pickup order which was a late xmas gift for my bf. The middle aged white worker with very short hair had TERRIBLE attitude and wouldnt let me. mind you its the day after xmas, killed our vibes. read more

I grew up in the Peninsula, and it becomes more difficult parting with my money on this side of the bay. I wouldn't come here to this particular location unless desperate, and it just so happens...I was desperate. Since they closed the Burlingame location, this makes it a "have to" when I am here on this side. The problem with these big stores or chains like Potterybarn is they don't seem to appreciate any amount spent in their store smh. Even their entryway greeting at Stanford doesn't merit a genuine greeting or eye contact. They sucked up my damn holiday joy this morning. Iit's the holiday season...on a Tuesday...you have 10 customers including me . The 1 star I provided is only because you had the items in stock at your store. Happy Holidays? read more

Buying from Pottery Barn Expectations - Reliable and Timely Shipping of Products Reality - Worse than a TikTok Dropshipping Scam I went to the pottery barn store on April 5th, and used their design service to place order for custom linen curtains. The "designer" was super nice, and I was given the delivery date of May 29. I left feeling great, and was looking forward to the curtains. May 29th came and went, no sign of curtains. I called customer service - they said we have to check with the "overseas vendor" - after 3 days of my call they get back to me saying vendor hasn't started preparing my order because they didn't have material. (this was around June 10) Then i call on June 16, a relatively nicer customer service lady picks up, and then says we cannot get any further updates from the overseas vendor, but she can help cancel my order. I agreed, hoping this will end my nightmare. She said i'll be refunded in 48 hours. But a week pass, and i don't get any money refunded. I call again, this time the customer service agent said that sorry we cannot cancel your order. The overseas vendor has shipped the order. But we cannot give you a tracking number till it lands in USA. I ask when was the order shipped, and why was i told i can cancel the order? The reply - oh they shipped it on June 16, the same day that you had called last time. It is end of June, and my chances of either getting the curtains or my money back are both non-existent. There is no official channel for grievance redressal. This company is operating with un-reliable "overseas" vendors with zero control on reliability and lead times. Absolutely horrible experience. Please do not buy anything from Pottery Barn. P.S. should have checked the yelp review before - sheesh - this brand is dead read more

Clearance table went up in price $250. Overnight! How does clearance items go up? Called store manager stated it happens above my pay grade can't help you! read more

How is it that every time I come here I find water bottles of PEE in the parking lot?! This isn't a one off event, there is always tons of trash everywhere- including bottles of pee. I don't understand how a place as nice as Stanford Shopping Center can't hire people to clean the parking lots... read more

The customer service at the Palo Alto location was very good. However, I decided to order my items online. I made the mistake of ordering all the items at the same time, this was at the end of February. When you order all your items at the same time, you have to wait for all items to be completed before they will deliver. You can only split an order once. It is now the beginning of May and I have received none of the furniture I have ordered. One bed is on backorder until August. I am still waiting for all the other items to be together so that I can have at least some of my furniture delivered. If I were to do this again, I would order each item individually, so each item could be delivered as soon as it was ready. Hope the quality is worth the wait! read more

Service from older white lady was horrible. I asked about differences if baby blankets and she gave a cop-out answer as if we cannot read. Seems like all the 1-star reviews dating many years back are for the same reason. Why she is still there afterso many horrible reviews point at her customerservice, no one knows... (?) read more

Terrible customer service. Unfriendly and rude staff. We've had two highly unpleasant interactions with rude staff in this location on two separate occasions and that's the last time we will shop this brand. read more

I'm surprised PB still has storefronts open. The customer service here has always struggled. I came in looking for bedding/accessories. They didn't have anything I wanted in stock. I would have ordered it at the store and had it shipped home, but the sales associate couldn't be bothered to do that. I should have saved myself a trip in the future by just ordering on line and hoping for the best. This however has also been an issue. I ordered online and they lost my items. I called for them to resend but they didn't have items in stock. I had to ask for them to make it right and give me a percentage off of my next purchase. They generously gave me "11.25" as a credit. Three months later I log in to use it and it only showed I had $3.00 in credit. Again, had to call them to see why they took my credit away and they gave it back to me. Too much run around with PB that I'm finally giving up and will no longer shop here ever again. read more

Now I know why it is a 2. I received 5 texts and 4 emails saying my couch was being delivered today and the last email at 6:50 am said I was the next delivery. Two hours later they called to say it was the wrong couch and it wouldn't be delivered for 2 months. I called at least 4 times and was told they are working on it but no one has returned my call. Last call was manager Claude who said they would deliver a loaner, Delivery has no record of the call or email, The trouble is I had my old couch taken away and I am sitting on my patio chair. Just very disappointed, Thought I was dealing with a quality company. read more

I picked up Full size Tencel sheets for our guest room bed but it was vastly oversized even though it had the label sewn on as Full. Quality on items can be hit or miss since I've had two pillow cases rip in the laundry. Service is hit or miss depending who you get. This location is pretty large with a centerpiece staircase and beautifully made up beds everywhere. read more

This was my first time at this store and we were looking at sofas, and after looking at what was available downstairs we proceeded upstairs to see what other options they had. I was accompanied by my two little ones and there were totally excited to be in the store, sitting on the sofas, the chairs, etc. While upstairs my kids decided to try out the bed, and laid on it, and one of the associates told them to not lay on it because it apparently took them a long time to setup the pillows, comforter, decor, etc. Wow, are you kidding me? Don't put the bed on display if you don't want people to lay on it. They'd might as well tell people to not sit on the sofas. So lessons learned, don't come here. read more

In January of 2024, we arranged for a Pottery Barn designer to come to our house to give us design ideas. It's a courtesy service that many stores offer. We scheduled two weeks in advance and received a voicemail confirming the visit. Two hours prior to the visit, the store apparently called my husband's cell phone to confirm yet again. He was in a meeting, and because he didn't pick up the call, they canceled the whole appointment. He got an auto-generated email and was like WTF?! The voicemail was along the lines of "we're calling to confirm, we'll see you then." I called the store, and the annoying woman on the phone blamed us for not having called THEM to confirm our appointment. She was one of those types who just kept repeating the same scripted answer no matter what question I asked or request I made. Infuriating. Ultimately, the woman they ended up sending to our house was lovely, well spoken, and clearly had a good design eye. We were hopeful and uplifted when she left. She had told us she would narrow down choices to just a few and write up a summary for us over the weekend that she would send out by Monday. That was six weeks ago. WHAT A HUGE DISAPPOINTMENT AND WASTE OF OUR TIME. Furthermore ... In 2022, we purchased from this store a dresser and nightstand. It took 4 months until delivery, during which time all of our daughter's clothes were on the floor. When the dresser was finally delivered, it had a huge crack along the top edge, and the post on the bottom was broken. We had to wait nine more weeks for a replacement to come in. IT WAS RIDICULOUS. We had also purchased a small TV stand, which the delivery men pointed out was soldered incorrectly. Pottery Barn had attached the top stone to the bottom frame of the stand. Essentially upside down. read more

My order was canceled without any communication. I called support to ask about delivery and was told it was canceled, no reason. There were two ordered, one fulfilled and second canceled. No explanations, no communication. I asked some follow up questions and the support person hung up. This is a joke and not a real business. Seems like a scam. I pushed my self to order few times. I'll never order again. This is horrible. read more

Well, shoot. I should have read this page before pulling the trigger on some items here. What a joke this place is. All the other commenters here nailed it: how can you be in the service industry and not give one crap about service? We asked for a simple estimate on a few items in the store...it took weeks to get an estimate. We asked questions of our service rep (Enaas): it was like pulling teeth. Complete silence for days and sometimes weeks getting emails or calls back. I mean, what are we doing here people? Do you want to sell furniture or not? read more

This is more managerial than the actual store. We went to Walnut Creek to purchase a couch. We had a designer to be able to get 20% off. The "boss" wanted to sit on the actual sofa, and we were told they had one in Palo alto. The staff printed us an estimate with the 20% off. After driving over an hour, we got to the Palo alto store to find out they don't have the model we wanted on the floor anymore.... After walking in the store for a bit, we decided to get a different sofa that had a pull out. We forgot to give our designer's discount upon checkout. When we got home, the "boss" called, and we were told they couldn't apply the discount, we have to call the 800 number. After hours on the phone with them, they agreed to honor the 20%. A few weeks go by, and I look at my credit card bill online, and nothing has changed. We called again to find out there is a message about 5% one-time courtesy that will be credited upon delivery of the sofa. I am past done with this company and all its partners. I just want to cancel the card and be done. I paid the full balance so I don't get charged interest. I'm afraid to cancel the card as they might not reimburse the 5% (I'm still hoping they'll honor the 20%). I just want to get what I'm due. I opened the credit card for their little "bonus" of getting a percentage to use on your next store purchase. Such a headache this place. It's not worth the time or money. They don't even pay for shipping.... This couch better be in impeccable condition upon arrival. read more

I was a bit delayed in picking up my online order and embroidery item iso it was a bit tough to find, but Sarah was so gracious and helpful! I love the quality of all their construction and was surprised to see such poor customer service ratings especially when Sarah was so wonderful! She brightens up what could have been a frustrating day and will inspire me to pay it forward for others as well! read more

Pottery Barn - Home Decor Near Me - Palo Alto, California

Terrible customer service here. They have a real problem with other employees using their discount and the attitudes here are just plain nasty. Its really unfortunate that people have to be miserable in their job and pass that on to paying customers. It starts at the top though, poor management. read more

Overpriced poor quality merchandise. Archaic processes, more the 2.5 weeks to get a refund processed. Stay away! read more

Purchased this Abbot Zinc outdoor furniture a few years ago and noticed the finish was starting to wear off. We purchased a cover for it when we bought the table and kept it covered all the time except for the few times we used it. The following summer we started to notice rust spots (see photos) and complained to the Store Manager who said since the table we was "on sale" all sales were final. This table set was still very expensive and that was NOT what we wanted to hear. The brochure clearly states this table is rust resistant. Over the past years we have spent $300 in covers to no avail. No response from Pottery Barn. Looking at the other one star reviews here, it confirms our belief that they have lousy customer service and we will not be going back anytime soon. read more

Pottery Barn - Pottery Barn Abbott Zinc Table brochure - Home Decor Near Me - Palo Alto, California

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We tried to return a basket here as it turned out too big, and the staff who was supposed to help us was rude, condescending and doesn't know his own company policy. I told him I called customer service a day before and they gave me a return label with a refund 60 dollars less than what I originally paid. I understand the original shipping ($30) is non refundable but then what is the other $30 dollars? I'm guessing they are charging for the return shipping so I wanted to just return to store. The man however, refused to take it in because he said I already called customer service and they'd sent me the label. He was unwilling to help us cancel the label or print out the label, and he assure us there would NEVER be a return shipping charge with a sneer. When I asked what the missing $30 dollars was for then, he said I must have used a promotion or coupon. I told him I didn't, and he sneered again and said "I'm not trying to argue with you Mam. It just says so on the computer" which is nonsense. He clearly didn't know what he was looking at. Anyway since he didn't want to help us we just send it back through mail and bought another smaller size basket. When refund came in it was $30 dollars less so I called customer service again. After half an hour's investigation they decided it was the return shipping charge, and refused to waive it even though I purchased a smaller one which is basically an exchange. I'm horrified by the terrible customer service both at the store and on the phone. read more

Don't waste your time at Stanford Pottery Barn : No one will help you! I don't normally post reviews but my last experience in the Palo Alto Pottery Barn store has left me with such a negative impression that I felt compelled to share on Yelp. I've been in this store 3 times now and the first two times I had trouble finding staff to help me (much like the other reviewers in here). I'd been searching for a sofa and a few other pieces for our living room. The selection online looked promising but the app kept crashing each time I tried to self-help, so as my next option I attempted to get help in the store again but this time, I set up an appointment for the free 1-hour 1:1 design service and Enass was assigned to me. I was very excited about the appointment. I was running 10 minutes late so I called her to let her know and she said no problem. When I got there, Enass took me to her desk and asked me what I was looking for. I had taken measurements, pictures and ideas with me to the store. When I told her what I was looking for (which took about two minutes), she told me to go upstairs and look for the two couches she recommends, and if I liked them to come back downstairs and she could show me fabric options. It's a big store packed with displays and it's not easy to locate items. I thought a one hour design service would grant me a bit more of a white glove experience where I would get chaperoned around the store with my design consultant - no? So I went upstairs and after searching for some time, I found the items I was supposed to look for. I then went back downstairs and could not find Enass and finally when I did she was busy with other customers. So I waited around a bit and then got tired and went back upstairs to see if someone could help me there. The salesperson upstairs gave me fabric samples and then called Enass downstairs to let her know that her customer (me) needs help and to come upstairs. But she must have been busy because the salesperson kept saying "are you busy ?". In short after 5 minutes of waiting she never showed up. I gave up and finally left the store. Needless to say, this was not the 1-hour design consultation I was expecting and my design consultant seemed uninterested in me as a customer in general. I was really sad and disappointed and had to walk away empty-handed. It's too bad. This store has nice items but it's clear there is a pattern of poor and or zero customer service. As one of the other reviewers said, how are they still in business? read more

Manager and team constantly grumpy! So uncomfortable to shop there! Helpful but acted like they were "put out" not welcoming. Not friendly. Like going to the post office. read more

I cannot see how this store stays open. The staff is unhelpful to the point of being overtly rude.

This is another boring location in a boring mall. Again, like the previous post for PB Kids, I wasn't inspired by anything I saw. But my hubby, the king of design walked out. That's rare. Usually, I'm waiting at the door but I was walking around, trying to get my 10K steps for the day. I'd given up on any service since no one talked to either of us. I got some interesting pictures though, but that was all. I'm over them. read more

Ordered an oval pedestal dinning table over $2,000 in Early October 2021 - next day checked on "status" and saw "backordered" delivery December 31st. Today October 28th 2021 went to order 5 chairs - saw delivery date March 2nd 2022!!! Covid has been blamed for everything and maybe the cause of supply chain problems but come on!!! 5months delivery and these weren't cheap, over $3,000...!!!!! I did NOT buy the chairs read more