Worst place ever for returning online. Never again would I order. Customer service was no help. Disappointed

I love Pottery Barn and wish I could furnish my entire home with their products. Since my parents just purchased a new home, they were looking for some new furniture. My mom and I came to Pottery Barn in Pasadena to look for a new dining set. This Pottery Barn is definitely smaller than others I've visited. The layout is different: merchandise is located on the first floor while the "Design Center" is located on the second. We walked around the first floor where the dining tables were located to check out some of the merchandise and found absolutely no one to help us. Thinking that maybe we could talk to someone from the Design Center to help us out with a dining set, we went upstairs. Again, no one was to be found, except one associate at the service desk. I ask her whether there was someone to help us find a dining table. She answers: "They're all downstairs. Was there no one there?" I stared at her and said, "No. No one came up to us." She assured us that someone would be down there to help us. So we go downstairs again and this time an associate met with us, but she had one of the most lackluster attitudes I've ever seen. We were pretty serious about a particular table and asked what it was made of. She said, "Oh, I don't know. I'll have to look in the catalog." REALLY? So then we ask if it's in stock. Again she says "I'll have to check." After waiting for 10 minutes for this girl to check on the materials and the stock, we walk up to the register and find her checking people out at the register. Apparently there were only 2 employees available in the whole store. She saw us standing there waiting for her and didn't approach us or tell us it would be a few minutes. Out of frustration, we left and she lost out on a 5K sale. On the plus side, the employees at Crate & Barrel (just down the street) were so helpful and the design consultant we worked with was more than patient with us and seemed actually knowledgeable about their products. I don't think I will visit this PB again. The 2 stars are for their merchandise, which I really do like. read more

I snuck in a few minutes before closing and they were very friendly, not eager to get me out of there quickly so they could close. I purchased a gift that was on sale to my surprise and they offered me gift wrapping and choice of paper color and did it all a quickly & friendly. read more

I just had the most wonderful experience shopping at the Pasadena location. Joyce Garvey was my salesperson. She went out of her way to complete my order by gathering other placemats from other locations to complete my order. I needed 25 placemats for an event I'm planning once covid restrictions ease up. The manager was so helpful as well. They made great suggestions for napkins and beautiful dishes that really completed the setting. The store was clean and had hand sanitizer by the front door. This was a perfect shopping experience. I love Pottery Barn. They truly go out of their way for you. read more

Quite pricey for pieces of furniture and accessories. http://www.youtube.com/watch?v=28tZ-S1LFok&feature=related They do have some great collections of unique and eclectic pieces. Will I be back? I can see myself coming back. I just need to ball a little harder. read more

Stopped in yesterday to kill time. Pottery Barn offers such a good selection of furniture, upholstery, and decor, and I especially love their armchairs. So comfortable and beautiful. However, I don't like how bland the color palette is -- it's like everything blends into each other. The denim throw pillows were EVERYTHING ! The staff is kind, though, and there are usually deals for ongoing sales. I will be back, but hopefully they will have more color. read more

When I'm willing to pay a bit more than average, I expect a better than average customer experience. So much for purchasing a Heavenly mattress from a "prestigious" store for the security of not making a mistake. I was told that it was a bad idea to purchase a mattress from a general retailer but ignored the advice. After all, IT'S POTTERY BARN, right? Surely if this expensive mattress doesn't work out, there must be something we can do to make things right. Nope. No refunds on THAT mattress. Now I'm stuck with a mattress I hate and paying top dollar for it and awake at night with thoughts about how much this expensive mistake has cost me. It's ok. Now I know I'll never shop at Pottery Barn again for anything. Lesson learned: DO NOT purchase a mattress at this retailer. read more

Unfortunately I have to agree with other reviewers who commented about the customer service at this location. I stopped by shortly before closing to grab a specific lotion I wanted and went straight to the register with 10 minutes before closing. The woman at the register was literally folding some blankets and sorting them... saw me... continued folding and sorting. I'm just standing there like ok. I gave her a few minutes, then pulled out my phone and scrolled a bit.. still nothing. She even walked away from the register to put the blankets where they belong! Finally after about 8 minutes another associate came by and helped me. I should've said something but don't like to be combative. I'm just shocked that the first employee couldn't be bothered, i only had one item to buy and was out in a minute. read more

Came in on a Sunday to make my room look fabulous but left this store feeling like shit. Ignored by all customers service people, as I'm looking around for pillow cases. Walked the darn store twice around. I looked Uber casual, in shorts and a sweater. Hence the reason I think I received no help or hello. Will never come back to Pasadena pottery barn. Not worth the pretentious energy. read more

I asked the older Blonde woman with a ton of plastic surgery a question about the dishes and where the sign for the 16 piece set of Cambria dishes was located (because it wasn't next to the Cambria dish set and she couldn't be bothered. She directed me to go across to the other side of the store when i told her i already looked and it wasn't there. I went to look anyways and came back and asked again and she tried to pawn me off to another guy who was clearly busy. Then went on to ignore me or even look in my direction. I only asked her because she wasn't helping anyone else. I can only assume she doesn't want to help me because she was either lazy, racist, or judged me thinking i wouldn't buy anything (I look young). Either way im completely offended from her lack of regard. Id rather shop online somewhere else than deal with this type of rude behavior! She needs to be let go! read more

Great service! My boyfriend just bought his whole furniture from them just a few months ago, and was very pleased with their service. Went back this past weekend and bought dinnerware and again great service. Not sure what everyone is talking about. They do give individual attention and sometimes customers do need more time since they're purchasing big items such as furniture. read more

Just want to say that Lili is very helpful. She took the time and patience to help my husband and I with questions we had regarding a dinning table. She spent several hours looking at designs. Thank you read more

I just had one of the best customer service experiences I've had in awhile thanks to Noemi at the Pasadena Pottery Barn. I've been looking at one of their beds online for weeks and was waiting for a promo in order to stay within my budget. I decided to call the store this morning and Noemi looked into options for me if I ordered through the store instead. Turns out there was an in-store promo that could be applied if she ordered it over the phone for me. She was polite, thorough and made my dream bed purchase possible. I'm such a happy customer and will return to Pottery Barn for future purchases. Thank you, Noemi! read more

Told I can set my delivery day and I did! Unfortunately that was not true if the delivery is via UPS. The sales agent didn't know this and didn't warn me! Customer Service at Pottery Barn is not taking any responsibility for their mistake! They schedule the delivery on a wrong day and I am stuck with their mistake! DO NOT DEAL WITH THIS COMPANY. read more

Wow. Stunned to see so many negative reviews as this PB is by far the best in the Los Angeles area. This store has been my local Pottery Barn for well over a decade and I have never gotten anything but stellar treatment here... and that's coming from someone who easily gets triggered by poor service. Last night they miraculously pulled from the basement a set of purple mercury glass votives after I was crying that I forgot them in my cart and they were now sold out online. The staff has always gone above and beyond. read more

Let me tell you about the conversation that ensued at Pottery barn this afternoon ... Me: "Look honey, how cute these espresso cups w/saucers!" Boyfriend: "Very cool ... let's get --" [interrupted] Pottery Barn Employee: "Actually, those are not espresso cups -- they're coffee cups. They're meant to be used after a meal. Historically, they're for when people want a high dose of concentrated coffee after dinner -- that is why they're small. People always, incorrectly label these mugs as espresso b/c they're the same size. I don't know why. They're obviously a different shape." Me: " [Thinking "Isn't concentrated coffee an espresso?"] Oh, okay. Well, could we get a set of four?" Potter Barn Employee: "Sorry, I'm helping someone else right now. Plus, they're not espresso cups. Sure you want them?" [walks away] Me: "hmmm ... wanna go to Crate & Barrel?" Boyfriend: "uhhh ... yeah." Pottery Barn is way overrated. It's unncessarily expensive -- and you get a side of attitude to top! No thanks, since when does customer service mean offending a customer when they don't know the correct terminology for coffee cups. I would've appreciated the history lesson if she hadn't been so snobby and unhelpful. Anyway ... they do get 2 stars though, b/c some of their stuff is cute. But way way way overpriced! We'll take our hard earned money elsewhere, thank you! read more

The manager(?) Efrain is a complete douche. Won't be coming back to this location for a while. Bummer, as the rest of the employees are great! read more

We bought the FAUX POTTED FIDDLE LEAF TREE online. It was on BACK ORDER. We received it 6 months later. Product did not look good. We could not put in our commercial salon. Called online # to return. Since 6 months had past (not our fault due to back order) - they would not return due to 30 day return policy (regardless of whether you received a back order item or not). This is not a good policy for customers they would like to keep long term. Pottery Barn should learn that their target market is typically higher end customers that expect 'fair' return policies should they expect them to return. We have purchase MANY items from them throughout the years. We will not support this store now or anytime in the future. read more

I went in on a mission which was to spend my money on the Bedford Corner Desk, however, the service that I received was not up to par. I wanted to get in and take my desk home on the same day. The words "take me home today" were also printed on the ticket. As I browsed in the store for 10 minutes, I was not greeted and proceeded towards the desk where I told the associate that I would like to purchase the desk. He informed me that their on site warehouse was contaminated (there was a flood in the basement due to a pipe that burst the prior evening) and that the item was unavailable. He offered to buy it online, waive shipping fees, and have it shipped to my home within 2 weeks, however, UPS would only ship on weekdays and PB couldn't guarantee that it could be shipped after work. In other words, I would have to take time off of work to make sure that there was someone home during delivery. Now why would I use a sick day when I was prepared to take it home today? I asked him if he could check another store, and found out that Rancho Cucamonga had one in stock. I also asked if their same day delivery service could deliver it to my home and since he was willing to waive the online delivery fee, I didn't think that I would be charged, however, once it was bought at Rancho and not in Pasadena, he informed me that I would have to pay for shipping fees if the Rancho store did not. It didn't make sense. He was eating the delivery fee for the online purchase but not the in-store purchase? It cost pretty much the same ($150). His service was fine but his manager in the shadows was not helpful at all. She added her two cents and didn't seem to want to accommodate a customer who has spent thousands of dollars in the store. For god's sake, my house looks like a PB catalogue. When he saw that I was not happy, he asked if I wanted to speak to the GM. That's the last thing that associates or store managers want customers to do so I suspect that the GM is on very friendly terms with his/her staff. Before leaving, the manager (she was older and had grey hair in a ponytail) looked at her associate and gave him a look. Do they NOT want my money? Wow. As a former employee, I know that shipping costs could have been waived under certain circumstances (through no fault of the customer) and the management team could have had the desk delivered on the same day or in the late afternoon. When I worked there, we waived fees for reasons such as the one above but especially when it was a large purchase. the total came out to $1284. Because I really wanted the desk, I drove 35 miles to Victoria Gardens to purchase the desk. The service was much better, especially from the stock guy who loaded it into my car. The transaction was rather unpleasant at Pasadena, needless to say, I will not be shopping there again. read more

I love pottery barn and shop here a lot but the specific location employees that are not particularly service oriented. They are short with people, always seem preoccupied with phone calls and have very little sense if urgency. I've gone to several different locations and they are not all like that. Who know what gives them the entitlement they feel but service is everything and a Custer should feel very welcomed when they come to your place of business, that should be the main focus. On a light note, the Brea and Costa Mesa locations are awesome in case you don't want to deal with the snooty Pasadena location. read more

Worst service ever!!! Oliver was extremely rude to my friend who was buying a gift and even almost gave her the wrong product in the end. Thank goodness she checked but when she pointed it out they were like "oh, they all look the same," no apology nothing. Screw this place. read more

The difference I expect between PB and your run of the mill home stores is the quality of the merchandise but most of all the customer service. I asked the associate at the door about bedroom furniture and she directed me upstairs. They didn't have what I was looking for so I was leaving the store and she asked if I had found what I needed. She proceeded to give me information about the bed I'm looking for and pulled up the info on the computer to further discuss if it's what I am looking for. She was articulate and polite, professional without being pushy. She was very helpful in handling my questions. I didn't expect her to know everything off the top of her head, but she was resourceful in knowing where to find answers to my questions. Maybe I lucked out, but I really appreciate the time Joyce took to provide me with great service. read more

Shopping at Pottery Barn in general for big ticket items is never a pleasant experience. The quality is not great and the customer care is a crap shoot. Sometimes you get a caring rep and sometimes you don't. Dealing with the folks online can be very taxing. Over the years I realized one must only shop for the little things like Christmas ornaments or a picture frame at PB. Meander in after a meal and stroll on out. No one will notice you where even in the store well maybe the cc tv. It has become a chore to shop here for furniture and accessories checking for quality and having to deal with the price inconsistencies. They no longer do price adjustments should you purchase an item one day and the price drops the next within the grace period. It is not a nice place to shop anymore. read more

LOL I knew this place wouldn't have more than 3 stars. It's very apparent why. The associates and designers are rude and not so helpful. The vibe I got from my sales associate was that he just wanted to make the sale, without looking into really helping me find the RIGHT product. He was rushing me! And since I wasn't sure about the product I was purchasing, I asked him what's the return policy, he simply avoided to answer! I asked again and he said I hope you won't be returning these! With a very nervous face. Ew! Secondly, pottery barn is way over priced for their mediocre products. I found some quality products at home goods and other locations at half the price. Not crazy about this store! read more

Gorgeous selections but waaaaayyy overpriced. I see a lot of things in there that you could DIY for 3/4ths of the price. Nice patio selections, great for template ideas for your home. And of course, can't help but think of that Friends episode with Rachel hiding her purchases from Phoebe! read more

We went to the store to look at their Turner Leather Sofa and the sales person Kara was pretty friendly to give us a quote of a sectional. However, a day later when we called the store to ask for some clarification about the dimensions of one of the sectional listed in the catalogue, the person on the phone (a male with slight asian accent) kept telling up that they did not have the sectional in the store. I asked if he could confirm the dimensions with someone even if they don't have it in the store. He gave me a simple answer but was very rude! read more

The manager Eric was very pleasant over the phone and held an item for me for 48 hours, since I came from the beach to pick it up. He was very courteous and helpful. The item was there when I arrived, as promised. Good service. read more

I was at the store in Algonquin Illinois. I saw a beautiful robe on sale for $62. I went to the clerk with a few other items. I asked for the robe in a small. The small robe was the same but was not marked down. I mentioned this to the clerk and thought it was a no brainier. Well, she charged me the full price and after I realize I wanted my debit card refunded the $47. I was at the store for over 30 minutes while their computer was frozen and they had to call headquarters..or whomever they call. Long story short It has been a week and many calls and I still have not recieved the money back on my debt card. Today I made three calls. One to the store, was told they would take care of it. One to a number I found on line, that did nothing but I did get to listen to commercial and then a click and then nothing. The last one to headquarters where I was told to leave a message and they would get back to me. Well, that did not happen. Hellooooo Pottery Barn big wigs are you out there???? read more

Bernie is the best. If he is working that day you will be lucky because he really does give you above and beyond customer service.

I had a recent visit to this store and their level of customer service was dismal at its best. I walked in about 30 minutes before their store closure right after Christmas. The store was spotty with customers on its first floor. There were several sales associates mining their own business and most of them were just chi-chatting with each other and ignorant of their customers seeking help. I know it was late and they were about to close, but I was seriously going to buy several of their decorative pieces when I could find no help but only those who seemed to be enthralled in their own discussions about their personal lives. I stood there looking back at the only two women standing at the cashier a few times seeking help, but none even noticed this customer. I ended up walking to the nearby Crate & Barrel which has much superior customer service to fulfill my holiday shopping needs. No thanks Pottery Barn! read more

I will NEVER go back to this store which is very sad considering I buy a lot of PB items. I purchased the honeycomb duvet cover and within months, it had rips all over. (I washed and dried it per the instructions and have the Euro Shams that are still in perfect condition.) I walked up to the counter and was very polite and explained what happened and the guy working scoffed in my face and insisted it was my fault and I "obviously washed it on too high of heat." I explained I washed it just like the instructions said and the Euro Shams were washed the same way and are still perfect but he responded with "yea I don't think so." I'm very disappointed with my experience at this store (with that employee in particular) and with my overall satisfaction with this transaction and product. I spend money on "high quality" items expecting them to actually be high quality. read more

There is a new manager there now and she has made a world of difference in the service received. Her name is Kristie and she has gone above and beyond in helping to solve a problem. Her follow up is stellar and she just makes things happen! There is a wonderful designer there called Teddy, who has a great eye, is not pushy and knows her product. She also helped me no end in trying to resolve my issue, even although she was not involved in selling me my furniture items. I will be back! read more

I was in Pottery Barn on E Colorado st in Pasadena the other night looking to spice up the decor in my home for a family christmas party this year. An employee named, Adeline ended up helping me out....she was so knowledgeable and friendly, which is rare these days! Honestly, I was dreading the idea of putting decorations up and making my home feel like Christmas, but she took me thru a step by step process by asking me the right questions and helping me understand what I needed to complete my home and impress my relatives. Thank you for all the help, Adeline! To my fellow pottery barn shoppers; If you shop in this store for the holidays, ask for Adeline. She reflects the true meaning of customer service! I hope she is around a lot longer than just the holidays. Thanks again! read more

Great staff. Ask for Adeline. She's the best! Love decorating my home with Pottery Barn. I never buy anything full price. That's the trick. Wait till it goes on sale. Nearly everything goes on sale 15-20% at some time. If you've just moved they also offer an additional 15% off on top as well. So take advantage. You can decorate at an affordable price if you wait patiently for the sale! The PB card is great for points and rewards for the store too! read more

Nice enough Pottery Bar. The last few times I have gone they have been out of stock of what I wanted to buy and the service was pretty slow. But still it is really clean and nice inside and the staff are pretty nice. It is a Pottery Barn, it is hard not to like it, that being said I might stick to online ordering with this one. read more

Can't understand what the other reviewers are talking about. The customer service has always been stellar. I love this store, and it is so much fun just browsing, even though I have also purchased many items for my entire house. Joyce, the manager is so sweet and helpful. Truly, the best! read more

Worse customer service ever... I did thousands of dollars purchase I also had purchased a display chair for $600 to try it at home with my furniture if it will look good with my rest of the furniture so I order set of 6 (with managers permission)... after 3 days unfortunately the chair that I got didn't like it and tried to return it and they didn't return it. They lied to me to make a sale used chair and on top of it rest of the stuff I got was so low quality... this store is not worth it. And also store manager and employees are so unprofessional. They need some serious training or ethnics.... never shop there this kinda stores has to be out of service... read more

I purchased a sofa and recieved it damaged .. I have called,, emailed customer service . Sent pictures about the damaged sofa , NO Contact .. customer service says wait for 6 weeks we're working on it .. it's been 4 months and still waiting for an answer.. read more

If you make shopping the Pottery Barn Pasadena part of your Old Town experience, don't forget to visit Jessica upstairs in the Design Center . Jessica has helped us out with our interior home design (for a few years )and we greatly appreciate all that she's done for us. Always in great spirit, always patient and always willing to go the extra distance to pull our order together and "follow-up " to seal the deal . We feel so fortunate to have had Jessica working on our interior design and always look forward to working on our very next project . read more

Very disappointed with this place. I ordered a daybed on June 20. Delivery date was changed 4 times. No emails or texts from anyone. Every time they give a delivery date I had to call in because no one called or showed up. Gave every excuse there is about the delay. Finally told July 22. They show up with the daybed but have the wrong pieces. They take the daybed back. No one calls back to apologize. I had to call myself I will never order from Pottery Barn again. Worst customer service. No one knows anything there. Lack people skills. read more