I came into Pottery Barn the other day to complete a return for two pillows I had ordered online designed for side sleeping. When they arrived at my home, I realized that there were no compatible pillow cases made for the specific pillow (Naturepedic Organic Side Sleeper Pillow)--neither on the Pottery Barn website nor through Naturepedic themselves. Since the design of the pillows are very specific, trying to use standard pillowcases altered their shape and defeated the purpose of the pillows. I brought one pillow in unopened and the other in large garbage bag after attempting (unsuccessfully) to fit different covers on it. Before coming inside the store, I had spoken to the general customer service number and was told that online returns are handled at the store's discretion so I was unsure if the item would accepted by the store. When I arrived, Assistant Manager Ms. Yvonne Miller was the only one working the floor and was on the phone, but she kindly asked the caller to hold so she could assist me. I explained the situation, and she was very understanding and acknowledged why I wouldn't want to keep the pillows without proper pillowcases. She even noted the issue to report back and took my contact info down in case she came across something compatible which I greatly appreciated. Yvonne was incredibly kind and professional throughout the entire process and ultimately honored the return. The store itself is also very beautifully designed and I would return in the future. read more

This review is for the in-home design service done by Carlos Alarcon. Carlos came to our home in Hancock Park and offered ideas for adding furniture and accessories to complete our living room. We needed a redesign to make our home more complete and add seating. He did an amazing job adding sofa chairs and couch cushions that made the room so much more comfortable and beautiful. Carlos even gave us input on what type of coffee table would look good even though PB didn't offer one large enough. There was no sales pressure and Carlos was friendly and helpful. We have purchased many items from PB over the years and the quality and style are excellent! read more

Pottery Barn - Furniture Stores Near Me - Pasadena, California

I wish I had seen the 2.5 star rating of Pottery Barn before I ordered two throw pillows from them. Supposedly delivered, the box is nowhere to be found. I called customer service and was simply told to "GO FILE A CLAIM WITH UPS". I did not hire UPS. I did not ship the box through UPS - POTTERY BARN DID! To tell me, basically to go fly a kite is nothing but an insult. I will never again purchase anything from Pottery Barn. Not for myself, not for my interior design clients. PERIOD read more

Pottery Barn is the absolute worst place to purchase new furniture. Buyer beware! I purchased the NICASIO coffee. I waited for 3 months for it to arrive. When it finally did arrive it was damaged. I called PB customer service and was told I would have to disassemble it repackage it and ship it UPS. The local PB stores do not accept returns! My handy man had tossed the original packaging so I was told that I would have to purchase boxes to ship it back and they would not reimburse me for that cost. When I called customer service I asked to speak to a manager and was put on hold and told by the agent it's not possible but they would take $150 off the cost of the table. Seriously?! I wanted a replacement but PB was making it so difficult that after several calls to PB and getting nowhere I just took the $150 discount. Believe me. I will never shop at Pottery Barn again!! read more

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The workers were really nice. For some reason they keep this poor woman working upstairs in sweltering heat. But she was incredibly nice when I was looking for furniture. The only bad thing was the kyaftar manager who made me cringe. read more

This is the new sofa that Pottery Barn in Pasadena, Ca thought it was ok to send me after paying almost $2000 in June 2025. It looks like an old worn out sofa, but it is not. Trying to get Pottery Barn to resolve this poorly made sofa has been so bad! Customer service seems to not take this seriously. I feel like they got their money and they do not care. So disappointed with Pottery Barn!!! read more

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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. read more

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I used to shop at Pottery Barn all the time. I still like the style but the service at this location is not the best. Thursday I went into Pasadena location and one of the cashiers was extremely rude. (Long mousy brown hair). I was wanting a price on some table napkins, she yanked them from my hand and walked to the register. She threw them on the counter. I walked out of the store without purchasing anything. This store in particular has some very rude cashiers, all older woman. Do better, Pottery Barn. read more

I wish I could give them zero stars. We just renovated our home and need everything from light fixtures to furniture for the living and dining rooms. First off, the staff was so unprofessional. I booked an online "FREE CONSULTATION," but now I realize it's not really free. A designer called to discuss what I needed and confirmed the address and time. When I asked if I was obligated to buy anything since they were coming to my house, she paused for a moment and said no, then hung up. A couple of minutes later, she called back to say my in-home consultation was switched to virtual. At that point, I realized she wouldn't be the right designer for my project. It felt very rude and unprofessional. Then last night, I had an online purchase to return. I went to the store, and let me tell you, the staff were incredibly rude and unhelpful. I asked a staff member about the "free consultation" and the same question about buying obligations, and she gave me a judgmental look and just said, "I would be nice." I left the store feeling frustrated and won't be buying anything or recommending them to my friends. I ended up going to Crate and Barrel, and what a difference! The staff there were nice and helpful, and I even got to talk to a designer who is excited to take on my home project. read more

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 :) read more

Pottery Barn - Furniture Stores Near Me - Pasadena, California

I ordered a cantilever umbrella for $1500 white glove delivery. It was delivered and installed by PB in my backyard. After 4 months, it collapsed for no apparent reason. PB customer service will not replace or fix. It said it was my fault from either a backyard animal, weather ( sun) or needed to be placed in a shed every day. No one in management would speak to me. I sent a letter to Mr. Brown with pictures- no reply. The worst customer service - does not stand behind expensive merchandise. read more

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I absolutely love coming to this store. I've always experienced the best customer service every time I've shopped here. If I can't find what I'm looking for in store, I've been informed I can order online & pickup in store. The items I have purchased from here have also been solid quality items. I've yet to have anything fail on me after buying. So I can confirm the quality from here is pretty high. I look forward to my next purchase from here. read more

I have been to alot of furniture stores, and I would always feel rushed or in a hurry to be forced to buy something. I visited this store multiple times and Carlos has been nothing but AMAZING. This guy is patient and helps you find the perfect product. I had questions about making the purchase online since I would have to use my credit line that didn't have a physical card and really wanted to try to figure out a way to give the sale to him, but even him knowing that we could not figure out a way for me to do the sale through him that didn't stop him from helping me and truly wanting the best for our property. I really suggest if you are considering purchasing from pottery barn to stop by and ask for Carlos. Very cool and patient dude! Thank you for all the help Carlos read more

Beautiful Pottery barn in Old Town Pasadena. Stunning store front, awesome selections of home decor. Clean, beautiful store with the best home decor. Value is high, but you pay for what you get. Nobody greeted me or helped me in the store. Everyone seemed busy helping other customers. Beautiful display for October! read more

Pottery Barn - October display - Furniture Stores Near Me - Pasadena, California

My only experience is with the "white glove" delivery service that my neighbor ordered for outdoor PB furniture. The driver somehow managed to block my wife's car in on the street and decided to use our driveway for assembly without asking. When she went out to go to work he was rude and she came back in the house to wait for their departure. I sent video from our cameras of the incident and asked for an apology from PB and they said "it is an open case" and they would get back to me what is this? of course they never did. And when the driver wouldn't give me his information, I wandered around the truck and got his name off the bail release record visible from the street on his dash. Also, PB has removed customer reviews from their product pages, but you can see some in Houzz. read more

Attended a design: How to Set the Holiday Table and visual merchandiser Efrain was very knowledgeable and friendly. read more

Pottery Barn - Furniture Stores Near Me - Pasadena, California

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. read more

Pottery Barn - Store wouldn't give us store credit even though the product clearly stated it was a Pottery Barn product. - Furniture Stores Near Me - Pasadena, California

The employees here were so rude. I walked in yesterday afternoon, looking to actually spend quite a bit of money on bedding, and was just stared at up and down. Not a single "hello" from any on the sales ladies on the floor at the front. They all saw me. The next customer who walked in was greeted. I walked around for all of 15 minutes, not one person greeted me or asked if I needed help. Took my business down the street instead. read more

My husband and I bought a bed frame on 7/5/24 from the Pasadena CA location. Nazelle was incredibly helpful and helping us order what we thought was the perfect bed. The bed was delivered on September 28th. We were very excited, given that we waited months for this bed to arrive. However, the bed frame was in really bad shape- like exceptionally dirty. There were stains all over the bed frame, along with water spots. This was either a used bed or a floor model. Regardless, we expected a lot more from Pottery Barn and especially for the amount we paid for this bed. The guys who delivered the bed suggested we keep the bed until we get a new one. He even acknowledged how dirty the frame was and expressed how shocked he was. However, the bed was so disgusting that we had to cover it with blankets. We called immediately after they left to schedule a pick up. We sent photos and everything of how bad the bed was brought to us. Finally, we had the bed picked on September 30th. Pottery Barn refused to give us a refund, but instead gave us full credit it in the form of merchandise card. Frankly, I am really disappointed in the customer service we have received from Pottery Barn. The woman who I spoke to Kala wasn't really validating at all. Given that we waited months for this bed, she offered us a credit, but I honestly feel like she should have offered us a discount at least for something else OR a full refund. This is really bad customer service. Once we received the merchandise card, we went ahead and order the same bed once again, hoping that the second time around would work out. We were supposed to get our replacement bed this morning, on Saturday January 4th. The morning of, after making sure to rearrange our schedules to be home, we received a call from the delivery team that the bed is defected and they cannot deliver the bed to us today. The woman informed us that if we want a replacement bed, it would arrive June 10th. At this point, this is absolutely unacceptable. I called customer service and spoke to Ethel and requested a full refund (not a credit again), which they are going to give us, but at this point, we should be getting this bed for free. This is Pottery Barn. We expected way more from the service which we have received. They said that they can't do anything extra for us, so decide to contact the corporate office to speak to someone who could help. I spoke to Jessica, who said all she could do is offer us an extra 10% discount on future order. TEN PERCENT LOL. This is an absolute joke. I could tell that she felt bad but couldn't do anything extra. So I do not fault her at all, but this is a Pottery Barn policy issue. Customer service is horrible. At this point, we would be the fools to order from Pottery Barn a third time. read more

This store is in a great location but store sales people are the worst! Unfriendly and too busy to help. Never want to go to this store! Not a single person said hello and I felt like they looked down on certain people. This is 2023! Not acceptable! read more

I can totally understand why this store only has 2 stars. The staff is EXTREMELY UNWELCOMING! I went to the store to make a return. This white old lady wearing a Pearl necklace was sooooooo unfriendly. At first I just brushed it off but I thought I should really put it out there. Not sure what her problem was, but the store was empty and it looked like pottery barn could use the business. She wasn't having it. She made me feel very unwelcome. they don't deserve my business. I made my return and exited the store. It was just like the scene from pretty woman! Haha! Money to spend but she didn't want it. Oh well. Hopefully higher ups pay attention to Yelp reviews! Fire this waspy old woman! read more

Do not buy outdoor furniture from Pottery Barn! Horrible quality. Our Indio furniture did not last a season and is peeling and falling apart, DESPITE having bought all the expensive outdoor covers (that cost almost as much as the furniture). Worse, they gaslight you about their warranty. I was literally told it was a year, only to find out that it is actually only 30 days. They will not repair outdoor furniture regardless of the time period and will not replace after 30 days. Total junk. Thousands spent; tried to be responsible and buy the super expensive covers for ALL of it, and no honoring the warranty. I bought outdoor furniture from Frontage years ago that still looks great. I will never buy from PB again. Total garbage. read more

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This is my all time favorite store hands down ! I am here for buy more Christmas ornaments and decorations for my own place... in addition with some last minute gifts as well. I found this entire store is having a great discount right before Christmas !! Loved all the personable gifts like scented candles with initials, coffee mugs and even fuzzy throws to cuddle by the fire place! I am having lots of fun tonight at this well staffed old Town Pasadena store ! Love the sale prices too . read more

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Terrible service and delivery time, never order from here ever again. Worst customer service. Hold times too long.

Just came in to return something and the guy immediately started giving me attitude about how I couldn't return my item because no customer is going to want it . I didn't even speak or complain before he started giving me attitude . If you don't look like you have money they are the type that won't help you . That was my experience this morning read more

Wow, been to pottery barn before, not to this one, this place the employees are so unfriendly. Your selling candles, furniture, not bmws, and diamond jewelry. Tried their best to make us feel unwanted, like we don't belong here. Several of the to many employees did not help us, smile, say hi , we wanted a certain candle. Which we were told by a woman behind a counter , did not move, just said that they do not sell that candle , which we have bought before in another location. No one ever actually moved to show us where the candles were, just pointed. We actually bought a candle $40 which I didn't want to give them the business. I would of rather gone to our local pottery barn. Even more may not go to their showrooms all together.. Will not be back. read more

I was saddened to encounter a $300 outdoor chair that was declined being fixed. The excuses ranged from : it's because it was an online order to there's no warranty on outdoor items. This, as I spent over 4k on an outdoor table and umbrella. read more

Todd took care of me and did the impossible! He has a designer's eye (so I win,) is charming and a bright star in this store. He aims to please this princess and shows his passion for design in every move. Ask for Todd and you win! read more

Pottery Barn - Todd modeling a sofa - Furniture Stores Near Me - Pasadena, California

We dropped by here before going to Crate & Barrel for furniture, specifically for a couch. Wound up mostly ignored by the staff and eventually someone helped us pick leathers for one of the sofas they had on the floor. The online website showed the exact same sofa with roughly a 15% discount and when I asked the associate about it, he had nooooo clue what I was talking about. I showed him the screenshot and he asked me if it was from today. I said yes, pulled up the same webpage and showed him again. He still had no idea and said it doesn't show on their system... BUT he could give me a different, special 15% discount if we purchased today! Glad we wasted 10 minutes getting that cleared up. Your store doesn't honor your own prices on your website. That's cool. They were also noticeably annoyed and in a rush because it was 10 minutes from closing. Overall the price was way too high. $4k+ for a nothing-special leather couch, more if you pick nicer looking leathers. Not a lot of fabric couches available either. I didn't realize PB was owned by Williams Sonoma until that evening which explains why you're paying a lot for... not a lot! read more

Worst experience with online purchase, DO NOT PURCHASE. I ordered an item that said it was in stock. Immediately AFTER I ordered, it changed to 6 months expected delivery. So, I called the next day to cancel order and they refused. No exaggeration. So, it took a year for this one item and they kept charging my credit card and reverse if for months. It was horrible. Customers service is subpar and don't expect a call back upon escalation... they just don't call you back at all... not even once. I spent my precious time with customer service so many times over the course of a year... they do not care that they are wasting your time read more

Pottery Barn in Pasadena on Colorado Blvd. Carlos, who claims he is an assistant manager, was so rude and unprofessional. He kept me waiting for over one-half an hour while he tried to research an $18 candle gift that I had been given. The store's return/exchange policy is awful and ridiculous, but the employees can use their discretion and judgement when exchanging or returning. Unfortunately, Carlos has no judgement whatsoever and should not be working in a retail environment. Terrible service. read more

Everyone at Pottery Barn, at the Valencia branch, is wonderful. Wish their products are not over the top.

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. read more

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. read more

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. read more

At a time when every business is under staffed and overworked, I truly appreciate the amazing service I received today at the Pasadena Pottery Barn store. They helped me chose a special gift for a friend, wrapped it, and brought it to my car with a big smile. Thank you for the wonderful customer service! read more

5 stars for the Pottery Barn Pasadena. If not for the store, i'd give the company 0 stars. I just had the best and worst experience I've ever had with a retail purchase. The bad: I bought a Pottery Barn sofa and chair. The delivery experience was a nightmare. 3 failed delivery attempts in 4 days, each time with a lame excuse (truck's too big for the street, furniture is too heavy for 2 guys, one item wasn't there at the warehouse, blah blah). Each failed delivery meant hauling in/out the old furniture; adjusting our work schedule to be home for a delivery that doesn't come; a tracking app that was out of wack; hours trying to get through to very unhelpful customer service, waiting waiting waiting. And in the same week 2 other furniture stores delivered to us promptly and efficiently, one with 3 much heavier items. Finally on the 4th attempt, one delivery team--a man and woman--came by themselves. Street was not a problem. The guy carried the sofa up to our house by himself. The good: Claire V., the GM of the Pasadena store was the most professional and conscientious retail manager I've ever encountered. She answers her calls (many managers & supervisors make themselves unavailable). She's proactive about intervening on the customer's behalf. She kept me informed about the status of my order. She was unfailingly friendly and understanding and was the one who solved our problem. If not for her I would have cancelled my order. She alone has made me a loyal customer--at least to the Pasadena Pottery Barn store. The takeaway: if you make a pricey purchase, don't buy online. If you can, buy from a store where there are humans who you can talk to and who will provide real customer service. And it'll be worth a trip to the Pasadena store! read more

I ordered the Adirondack chairs from the sales person at the Pasadena location of Pottery Barn. I was specifically told that the cushions on the floor model were included in the purchase price. I confirmed my request and order three times in person with the sales person. The chairs arrived without the cushions, and when I called, I was told the cushions were not included and I would have to pay separately. The customer service said the sales person didn't know, but this should not be my problem. And in fact what I paid for was not what I was sold. It was an act of ignorance and unprofessionalism from a know retail furniture store company. Since I have waited and received the chairs, I had to pay an additional $320 for the cushions which will not arrive for another three weeks. I don't mind being charged for the cushions, but I would have appreciated the option of spending the money and purchasing the cushions when I bought the chairs. Goodbye, Pottery Barn. read more

I had a bad experience with pottery barn. I ordered my bed on March 25th and they sent me two tracking orders (one for headboard, the other for rails) because apparently it was going to send in two different orders. I received an email to pick 1 of 2 shipment. I rushed to pick up my headboard because their policy is if you don't pick up within 7 days, they'll return it and I'll risk them selling it to someone else. It has been 7-8 weeks and I have not redefined my 2 of 2 order (rails). I called every week and I received same response- saying it's on the way. Then the last time I called, they said it should have been delivered a month ago, but I called the store pick up location and they said it isn't there. SO NOW they said they'll send me another confirmation email for my 2 of 2 order and they said it won't arrive for another 2-3 months. The item I've ordered even said "QUICK SHIP" assuming I'll get it sooner than the other products. I am so upset with their customer service. I'll never buy anything from here again. I've been sleeping on the floor for the past 8 weeks because I've been waiting for my bed the entire time. Customer service says I have to return my 1 of 2 order in order to get the refund but initially I had to rush to the store to pick it up because of their ridiculous 7 day pick up or else they'll return it. They've wasted my time over and over again. read more

Used to be fabulous, especially PBKids in Pasadena. For years they had beautiful wrapping paper with ribbon which of course no longer exists. Drove to the Pasadena store on Lake Ave this morning and the entire back area where the store windows are is covered in paper; it is closed. I called the number for the store and an employee told me, "Kids is closed." When I asked if he knew if PB Kids is closed nationwide or just this store's, he hung up. read more