HORRIBLE!!! I bought a couch and it was confirmed it was returnable and refundable. I could not try it out because it was not on display anywhere near me. The couch arrived and was not comfortable. I called and was assured it was returnable and refundable once again. They picked it up, no problem. Then I was given $4700 STORE CREDIT! I don't even shop in Pottery Barn. It was a one off I found a couch there. I don't want $4700 store credit there and they said they didn't have to give me anything because the couch was not refundable in the first place and was a special order. Wrong! It comes in one size and one color and if I was given misinformation by their representatives, they can look at the recorded call and return my money. Beware. They lie. read more

I was in Monday evening visiting the store bc its been awhile. When I made my way to the back of the store I sat on a few chairs. While doing this, I was greeted by "Ban" a nice older red headed lady. I cant remember the last time a salesperson was that welcoming and nice. I don't know if she was the owner, but I didn't want to ruin the moment by asking her. I was there with a family member, and she seemed thrilled to see us. She asked us to stay as long as we wanted. Never in my 50 years of being alive has any salesperson ever asked me to hangout and enjoy the store. It was so refreshing to experience this moment, I felt the need to post it on this site. Thank you Ban! read more

I purchased a rug, it arrived two days ago. Rolled it out and liked it. So, I decided to purchase a larger one for living room. While on-line I noticed the rug I purchased through the store was $210 less than what I paid. I called the store and spoke with Heather, a manager. She told me they no longer do price adjustments but, she would see what she could do. The next day, Friday, I went in to return two pots and was met by Yvonne. Having a couple of bad experiences with Yvonne I knew she would be no help. She said told me Heather said no price adjustments. No, that is not what she said. So, I told Yvonne I would bring the rug in, return it and repurchase it at the reduced price. Yvonne said "we won't sell it back to you". I am done with Pottery Barn. They lost a good customer. read more

They have now moved to a new location in Westlake Village. Their customer service is zero. If you don't look like you have money to purchase you get absolutely no acknowledgement of your existence. I thought maybe it would change at the new location....nope. Status quo. I guess if you are older you don't need anything from Pottery Barn, you don't fit the profile. That's why I order online and don't have to deal with arrogance from a sales rep. read more

Great service! Took my return even if it was a few months ago. Though completely unopened with tag on. Thank you :)

I love pottery barn. I have many couch throws, pillows and other living room decor from PB. I also purchased my Supper time White Dinner ware at the Palos Verdes location about 20 years ago and they are still in like new condition. Very durable as they really take a beating from dishwasher and moving . I used to be able to buy extra bowls and plates when you dropped one and i love their tall latte mugs . Some things are in the pricey side some are quite reasonable you just have to look . read more

I purchased a pair of barrel patio chairs online that were on sale. After purchase, I received an email saying I could get additional 20% discount "EXTRA." I contacted Pottery Barn Customer Service and was asked to provide photo showing my chairs were entitled to discount. The customer service representative agreed that the ad could be confusing, but the 20% discount was for items ending in $.97-$.99. She checked with her manager to get approval and I was not given the discount. I believe this is very deceiving. read more

Purchased bedding listed online as "bestseller" and I am not able to return it because it's produced by an outside vendor that pottery barn contracts with. The salesperson told me that it's considered a custom item in the system. This is standard bedding. I need to return it because items the store didn't carry that I ordered online are not available until 1/31 (two months away) and this wasn't communicated at the time of purchase. I now have to go through my credit card to cancel the purchase. I will never purchase anything through PB or Williams-Sonoma again. read more

This pottery barn has the worst customer experience in the world. The employees have no idea what they are doing except the manager. It seems nobody wants to help you unless you are making a huge order. Probably because they make commission. Every time I go I wait forever and nobody offers to help me. I asked for the customer service number to get my item delivered and they gave me the wrong number twice! They should honestly just close the store down, it is basically useless. read more

Liseann for the WIN! She couldn't be MORE helpful to my needs. She's ALWAYS so honest and doesn't just try to "make the sell". I'm feel like she is so sincere and wants to be the best she can be so you feel good about what you are purchasing so you keep coming back to her. I love pottery barn, I will say the quality is definitely going downhill since covid. But the service has always been too notch! read more

Shout out to Pottery barn and their inferior partners in India. I just received my bone charcuterie flatware set, that left quite a bit to be desired. The blade was askew, the handles poorly wrapped with sharp edges. I wouldn't ever serve a platter with these implements. read more

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Marie is top notch and so helpful with her designing ideas! This store has wonderful interior design ideas and items. I highly recommend.

Beware. "New" policy: PB is not informing customers that as of November'23 if your merchandise has a delay in expected shipping date you will be charged/required to pay full amount up to months prior to delivery. My area rug was not expected to ship until May or June. Instead of my credit card being billed when the merchandise shipped, I was billed in January. read more

The sales representatives are so helpful, kind, patient and knowledgeable. Yvonne helped me with design ideas and is very knowledgeable about the products. I am very grateful for the excellent customer service and definitely recommend this store!! read more

I have been a Pottery Barn customer for years. I have purchased candles, household items and furniture there just in the last few years. Last January, (the week after Christmas) I purchased (2) Santa ornaments plus a few other things to have on hand for this Christmas. Specifically ornaments that were mercury glass painted ornaments. I kept them wrapped in tissue, in a drawer to remain safe. I went to retrieve them to wrap for gifts and as you can see by the photo the paint has disintegrated. I went to The Oaks Mall Pottery Barn to just get an even exchange on the (2) ornaments. Now the reason I even gave this store 1 star is because the gals that work there are and have been amazing. Imagine my surprise when the manager who I've never seen before...(rudely) told me that there was only a 3-5 month warranty on their products! Then when I said but it's a Christmas ornament...they're suppose to last for years! He got very snide and said "tell you what, you come up with a receipt and I'll give you an exchange." I said "So I'm suppose to come up with a receipt from January?? " He said (still rudely) "that's my offer.Can you come up with a receipt???" I said "no! How can I do that? That was 11 months ago!!!" He said "well that's my offer." I have NEVER EVER been treated this way at this or any Pottery Barn. I love the store but this manager was beyond rude, obnoxious and immature. Again I've spent so much on furniture...and he couldn't be bothered to exchange (2) $12 ornaments for me?? Sad. read more

Pottery Barn - Mercury Santa ornament - Home Decor Near Me - Thousand Oaks, California

I love this store!!! They have beach looking plates and many other nautical looking items. The store was very clean and orderly and nicely decorated. All the people working there were nice and helpful. They would ask if you needed help but then let you shop at your own pace & not bother you. Yet they were close by to help you if you needed them. Their name tags were small and it was hard to see their names so I feel bad that I don't know the woman's name who helped me. She did have a son that was going through a divorce though. She was very helpful! I actually bought more than I had intended to based on ideas she gave me in how to use them. I bought a bunch of stuff and left happy. This is a peaceful place to shop. Oh and she told me that at Christmas time they have nautical ornaments and you know I'll be back to that store at Christmas time . read more

Awful customer service. We ordered a couch and not only did it take 5 months for it to be delivered, the order was WRONG. Tried to call customer service, which was a nightmare, waited for several weeks and the order was wrong again! Still trying to resolve the issue. Extremely incompetent and will never shop from Pottery Barn again. read more

If you want poor customer service and furniture 3 months later than expected come to pottery barn! Only reason why it's not 0 stars is because the furniture is good quality read more

As soon as we walked in we were greeted by an employee but she was not very nice she looked us up and down with very judgmental eyes like we didn't belong there. It made me and my fiancé feel very uncomfortable and we left right away we didn't bother to do any registry shopping and will not be back to say the least. read more

Pottery Barn - Home Decor Near Me - Thousand Oaks, California

Honestly, the sales lady at this location was great. The customer service at the corporate level is a disaster. I have never experienced anything quite this bad. Custom ordered headboard and foundation for bedroom. Delivered 6 months after order. Order was incomplete. First person said someone would get back to us 3-5 days later, never happened. Wrote a letter to customer support, no response. FINALLY someone with a brain placed an additional order to complete the transaction. BUT guess what, it won't be here till sometime next year. I now have a mattress practically sitting on the floor and the situation won't be resolved until maybe 10 months after the order was place. Do yourself a favor, don't order anything from this company that you can't buy off the shelf. read more

I had an issue with an online order and Bernie really went above and beyond to help me out in the store. He was nice, knowledgeable and patient the entire time. It made up for the frustration from the online order. I would recommend shopping from the store...that's what I will do from now on! read more

i will never shop at Pottery Barn again. VERY unfriendly return policies for online orders -- even during COVID. Bslow are the charges to return a pillow *cover* -- not even the pillow: "Please allow me to sincerely apologize for the difficulty you experienced with your order and refund amount. Original shipping fees are non refundable which were $8 on this order and return shipping fees are $12 for small packages and $30 for large. There was a $12 return shipping fee deducted as well. I have provided the link to our returns page below if you would like to review this information. I am sorry for any inconvenience or confusion." buyer beware. read more

Initially my wife and I worked with Liseann who was a bit of a bully and showed she only cared about making a sale. We then worked with Ban. Ban was wonderful and very professional. She invested so much time to make sure we were happy every step of the way and even made herself available on her days off to make sure we were happy. Really felt like she cared about our home and because of her warm personality and infectious personality we will be back. read more

No wonder this place is a 2.5. Just tried purchasing a bed which was advertised as "For Sale" but when I went to purchase it, the manager decided to not allow me to purchase it and take it home today because it's a floor model that need to be on the showroom floor for the next month. Totally unsat PB! read more

The ladies at the front were so sweet and nice but then they had to call their manager Hilda up and she lets just say is NOT a people person... I honestly have no idea why she is in customer service bc she is just horrible and genuinely seems to dislike other humans... won't be going back to that store. And I hope she gets some therapy and learns to be happy read more

As I'm not thrilled with Pottery Barn's corporate policies... i have to give a shout out to Yvonne & Marie! They are the bomb. Salt of the earth humans that work there and go above and beyond to fix things as Pottery Barn when leaves you high and dry. They are my heroes!! If it weren't for their help, I'd give up by now!! read more

Just wow. Horrible customer service. The management couldn't be troubled with resolving customer issues. I will never shop at this store again. read more

Purchased the 4 panel airplane graphic for my daughters birthday. Paid nearly $300 for it. I realize pottery barn does not create these pieces, but they do buy them and hang their name on them. The "instructions " say to use a laser level to locate them so they're on a level plane. That's fine except you should be able to count on consistency with the hangar hardware. On these pieces, only one of the panels had both hangars located the same. the rest of them were between 1/16, to over one inch out! Terrible craftsmanship. I do not recommend this product unless you are willing to make multiple measurements on differing levels to get them to line up, or you do like I did and relocate all the hardware to a constant position. read more

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I love this store. I've been shopping here for years and the associates always go above and beyond to assist. It's really nice to be able to go into a store and see items in person, and get their expertise. read more

If I could give a lower rating I would. I recently ordered a $549 mirror from Pottery Barn. Before it was delivered the mirror was placed on sale for $384. My wife called the store to request an adjustment in the sales price. However, after a lengthy telephone conversation with some very polite company representatives I was told they could do nothing for me. I told them I would cancel my order and re-order the item at the sale price. They then explained that if I took that action I would be charged an additional $140 shipping fee since technically there was no damage to the item which was already "on the truck" for delivery. We have been loyal Pottery Barn customers for many years. NEVER AGAIN!! We will be making our home furnishings purchases from a company with a regard for customer service. read more

Worst customer service ever! I ordered a bed, it was faulty. I had to sleep on the floor for 2 weeks while they approved the return of the bed. Finally they said I can return the bed for a refund. Now they simply ignored what they said and sent me a store credit!!! I've followed up again and nothing! read more

I'm a regular costumer of Pottery Barn Thousand Oaks. I will never shop in that store again! The employees are the most unfriendly, unhelpful, rude people I've ever experienced! Every time I go shopping in the store it worse then time before. I'm done, I'll order online from now on! They just lost my business for good!! read more

I went in to the Oaks Pottery Barn today to exchange a gift I received. I asked for a gift card in exchange for the gift with receipt. The first girl said she didn't know how to do it so she got another associate to help. The other finally joined us and said that is not how they do a gift exchange. I will now need to wait for 14 days to receive my refund for a gift I received. I said that was a silly way to do this. She walked away. Then I asked the original girl if she can issue me an emailed gift card and she still didn't know if she could do that and just printed me out a paper, handed it to me, and walked away. Yes, I know the area very well, and I can't believe the sales associates have the entitlement to treat their customers that way. I will not be returning to the Oaks Pottery Barn and I will advise my friends and family to do the same. read more

online it says PB opens at 10am. we made a trip only to find it closed. check your online listing so you don't lead customers astray.

Not sure about the 1 star reviews as we have been shopping here for 3 years and have had a great experience every time. Staff is more than helpful. Not only helping on finding items but going the extra yard to get us discounts on price. We will continue going back. read more

I have never had a problem with this store in the past. I have always found most of the staff to be very helpful in every respect. I had a problem with one staff member recently who publicly chastised the employee that was helping me and then was rude and condescending towards me. I called to discuss the matter with the store manager who just gave me lip service and showed that she really did not care at all. I ended up returning everything i had bought there and will gladly be driving to other stores from now on, some of the other stores might even be pottery barns. I would avoid this store at all cost, if the item I want is only available at pottery Barn, I will drive to Santa Monica or Sherman Oaks. I will not go back in this store. What a disappointment the management at this store is. read more

Understaffed for sure but when we finally found someone to help us (Pauline) she was great. She was easy to work with and very knowledgable about the products. I went in for dining chairs but left with a few extra things and plan to go back for a few sofas. read more

I would advise against purchasing furniture from Pottery Barn. We made a very large purchase in an attempt to furnish our new home. When ordered we were assured that all the items we selected were in stock and would be delivered within the desired timeframe...this apparently is not the case. The week our items should have been delivered we received notices that many of our items had been backordered (wait, I thought they were in stock?) In addition, the items that were actually shipped they were holding at the delivery center. Apparently they want to wait until the whole order is filled to save themselves delivery costs. I'm sorry but when you postpone my products a month or more I'm not okay with you holding my other stuff hostage. If the company can't deliver on what was stated to us by the sales staff then they should be taking the hit for the delivery fees. I highly recommend going somewhere else for your furniture needs! read more

I have visited this pottery barn twice now and I have defiantly met the woman that the first review mentioned but I have also been greeted by two very helpful woman that seemed to be on the ball. Her review of the product is spot on, just would also like to reiterate that most of the styling fits well into many different home themes. read more

The staff is top notch , don't know why all the cry babies complain. but look at the area. All I can say is you get what you pay for.