Di not do any business with this co, it is a nightmare. When they say Made in USA is a whole bunch of lies. The charge you so much for moving and theri movers are horrible, rude, and cluelss, I have a bed sitting in my bedroom that the movers basically did not assemble correctly and no one cares to come and fix it. I am going to write a letter to the corporation and put a stop on my credit card and beg people not to shop from Pottery Barn, so they do not have to suffer like me. read more

I tend not to shop at Pottery Barn because the prices are pretty high for decor I don't think warrants the cost quality wise. Tonight I became a bigger fan, particularly of this location in Old Town Pasadena due to the excellent customer service I received. It's almost Christmas and the store was pretty crowded, yet this one associate, whose name I didn't catch, but on my receipt she's associate #308523 (way to be personal Pottery Barn!) who saw my forlorn expression and asked if she could help. And she did. She showed me where the cheese boards were but then hung out and explained the benefits of each and we shared opinions of each and chuckled at each others jokes. What I really liked about 308523 is that she didn't pressure me into anything but then left me to help others when I started contemplating cheese knives. I ended up buying a nice set of cheese knives and there she was wrapping up my knives and ringing up my order. I almost half expected her to walk me to my car and buckle me in! We need more 308523s in this world! read more

After two failed "white glove" deliveries, days of missed work, and countless hours spent communicating back and forth with customer service reps, I am STILL living with a massive partially built cal King bed that I purchased EIGHT WEEKS AGO because Pottery Barn has been unable to locate the parts required to make the bed useable. I have gone down every possible route I can think of to alleviate this issue, to no avail. I am absolutely gob smacked by how painstaking this entire experience has been. Today, after several lapses in communication with customer service (you never talk to the same person, so you go through the maddening process of explaining your problem over and over again), it sounded like they were finally going to fix the issue. After a while of waiting, I called to check on the delivery, I was told that someone had canceled the order but they didn't know why. As it turns out they can't find the parts, won't have the parts and we shouldn't expect the parts. The parts no longer exist. That's correct, after two blissful months of sleeping on the floor and staring at the construction zone that is my bedroom, Pottery Barn is unable to fulfill our purchase. Getting a refund has been even more frustrating as we now have to wait on the same shipping department that has bungled our order multiple times, to pick up the bed before we can get our money back. I have been a faithful customer of PB for years. Every single item in my kids room is from PB. this experience has been, by far, the worst experience I've ever had dealing with any company. I feel like we got saddled with this disaster of a situation and Pottery Barn completely left us hanging. For the exorbitant prices this store charges its customers, you shouldn't expect to be treated so poorly. read more

This is one of my favorite stores of all time. This location is pretty well organized and nicely laid out. The sales associates, however, are not very friendly. Maybe they have a lot of new employees at any given time, but I usually know more about their products than they do (and I've never worked there before)! In any case, I still go there to see if they have any great deals on floor models. You may get lucky and find a great piece of furniture for 50% off. read more

My partner Clark and I registered for our upcoming wedding at Pottery Barn in Pasadena two weeks ago. Sandra helped us in the store and made outstanding recommendations for our registry. She then told us that she would come to our home and use her interior decorating skills to help us accessorize and furnish our home. Sandra was AMAZING!!! She has an eye for how to keep our home it's contemporary style both indoors and outdoors. She made us see so much potential in our home that we didn't realize was there. She knew the Pottery Barn catalog by heart and showed us what pieces would go where in our home. We are DELIGHTED to be registered with Pottery Barn since Sandra has taken us under her wing! read more

Horrible service!!! Don't ever place a order over the phone with them. They are wonderful placing your order but never will get status of your order. No one bothers to call you to let you know you're order has arrived! When you call to check the status they are extremely rude! They couldn't find my order yet my credit card has been charged for over 2 weeks!! read more

My 10 year old daughter was in her pretty pink ...the color looked picture perfect with the silk flower decor inside the Pottery Barn store. An employee rushed over not to help us but to tell us "No pictures allow in the store!!!" We immediately left. And, no business for you. I don't appreciate the unfriendliness and frankly think this policy is ridiculous...especially when your company catalogs keep filling my mailbox. So, let me see...you can send me catalog after catalog with pictures of your products but I cannot take picture in your store. read more

My husband and I looked high and low for wonderful patio furniture. We wanted to create an outdoor living space that would take full advantage of the beautiful California weather and be durable. I got a little tired of looking & so my husband narrowed it down to 2 options. We walked into Pottery Barn Pasadena & they greeted us all by name. Hmmm, guess we had been comparison shopping quite frequently-lol. The staff was unbelievably nice and helpful. They knew that we were buying a new home and that we were on a budget. They kept us notified of upcoming sales and to be on the lookout for our PB coupon sent to to our new address. When we returned to order our furniture they helped us load the car and discard the boxes. They really are such a nice and helpful group there. read more

I have had nothing but trouble with the delivery service. They scheduled me for the wrong day, and when that was finally corrected (several long phone calls later), they did not show up during the window of time they had promised. The scheduling dept. was not helpful, and I had to keep escalating the problem. I also had to miss more than one important work meeting because of Pottery Barn's multiple scheduling and delivery errors. Much as I like PB's furniture, I will look elsewhere in the future as other furniture companies are much better with scheduling and delivery. read more

Ask for Sandra or Kara! They are exceptional team members and are the most helpful individuals. Extremely friendly, knowledgable and efficient. read more

If you choose to shop here may I suggest not using a credit card. The cashier Cindy ran my card and I signed the pin-pad. I got a confirmation on the pin-pad saying "transaction approved". The cashier Cindy insisted that it did not go through. They ran my card again, and again they said it it did not "go through" and they will need to run the transaction on a different register. I logged into the app on my phone showing that a transaction for Pottery Barn had gone through. The manager came over and insisted the charge was only "pending". At this point I called my credit card who were able to confirm that actually two charges had been made neither of which at this point has been reversed. Finally the manager was able to get on the phone with someone from their register support to reverse transactions. Huge mess and both Cindy and manager were totally unapologetic. read more

This review is for the pottery barn credit card that I initiated through this store. Do not get the credit card. For a certain amount you spend on the credit card, you obtain a merchandise credit to be used in the future. The credit was supposed to be sent 11/18. It was not received. In 1/19, we wanted to make a purchase and reached out to Pottery Barn customer service. The representative helping me was Jennifer Kennerly. She wrote in her email word for word " If you wish to make a purchase before you receive the replacement card, you can do so, then when you receive the card in the mail an exception can be made to apply the card to the existing order that you placed. In other words, you can call us back when you receive the card and we can apply it to the order and issue a credit back to your original form of payment. Certainly that is not a preferred method, but it would both allow you to place the order as you wish and also use the card for that order." We placed the order, and received the card thereafter. For more than a month, my husband and I have emailed her more than 10 times, perhaps 20 times. Sometimes she emails back, sometimes she ignores our emails. We have also called the customer service phone number numerous times. We were informed that usually credit is not retroactively applied even though that was suggested by their customer representative. Currently, the credit still is not applied and we are in the process of filing a corporate complaint. The benefits you get with the credit card sound tempting but are very difficult to use. We do not recommend obtaining the credit card. read more

Lizette is the best! Super friendly and upbeat:) very helpful and has great customer service! If you go here you must Ask for her!

Kara was very helpful and the pieces we ordered arrived way ahead of schedule. Don't be afraid if what you want is catalog order only since they ship fast! read more

I went to this location twice in a week before Christmas. Both times a cute young Asian woman named Christine helped me, both times coming from behind the register and assisting me. The first time she was extremely nice and upbeat. The 2nd time the store was crazier and I could tell she was busy, but she was still extremely friendly and was not satisfied until I was. Christine deserves a raise! read more

I'm so frustrated! I ordered a bathrobe and matching slippers for my mom for Christmas. When it arrived, the wrong size of slippers came (a large when I ordered a medium). I went into the store on December 18th to do a simple exchange for size. They did not have medium. They found a store that had the correct size in stock so I returned the large slippers and then ordered the medium over the phone. First, I was told they would arrive in time for Christmas. They arrived on December 27th. Secondly, and much more annoying, I was mailed a large size AGAIN. The second time that large slippers came by mail when both time I ordered a medium. read more

I have been a customer for over ten years. This store has always provided exemplary service and the store has always presented themselves with sophistication. Things have changed in Pasadena. My mother who is approaching 60 and whose English is minimal to say the least, was coerced by a young woman to open a credit card. My mother needs support with every day functions so when the credit card in the mail I was dumbfounded. Come to find out an associate Noemi harassed and badgered my mother, an elder who knows no English into opening a credit card. My mother was confused and had no idea what she got herself into. I am outraged and will no longer be visiting this store. They encourage their employees to meet quotas at the expense of an older woman. That's just pathetic. I visited the store to make a complaint and saw this associate Noemi for myself. It's just ludicrous that this young woman with inordinate cosmetic products represents a classy business such as pottery barn. I will be calling the corporate office. read more

I really like the Pottery Barn style furniture so when my new house was finished I called for their free designer service. After getting the run around with Santa Clarita, I called the Pasadena store and scheduled an appointment with Nicholas. He came to the house as scheduled and was very good at understanding the house style, my likes and working with me through some compromises. From there though the experience falls way down hill. While the quality of most of the pieces is great (see exception below) the delivery times are horrible. I would consistently be promised a date which was quite a ways out and then after following up myself be informed the dates had slipped. The time it took me to follow up on all of these items and the lack of on time delivery was very frustrating. The worst was my Turner leather sectional. Although the price for this piece was quite a bit higher than other options it had the right look. Not all pieces were available so I was told it would be about six weeks. After waiting at least six weeks upon delivery of the three sectional pieces i noticed a gouge in the leather. They took a picture and promised to follow up with a date to deliver a replacement. To their credit, they did call the following week and rescheduled another delivery to replace the damaged piece. The replacement had even more damage and so they tried again. That replacement was the wrong piece of the sectional! On the fourth try they unloaded the piece outside and unwrapped it for inspection. Again, this piece had damage. I think the true problem is that all of their products are shipped straight from China. In fact when you receive many items be warned you need to rent a dumpster to dispose of all of the packing. In the case of the Turner sectional (leather) I believe the leather is so fine that any straps, movement etc at the warehouse damage it. So here I sit with a damaged product and still no resolution. I have been in contact with the General Manager for the area and really tried to give productive feedback however I don't have any more time to waste sitting at home waiting for deliveries, calling to follow up on items etc. I have quite a bit more to purchase and would love any suggestions anyone might have as to where I could purchase similar style product. read more