Terrible customer service...maybe they are short on employees? I stood in line for 10 minutes before anyone even made eye contact with me. No one else was in line! They weren't helping in person customers, just online transactions. I understand having to finish transactions, but some interaction would be appreciated. read more

I suggest not buying furniture at Pottery Barn. We ordered a chair in April and was told that the last possible date we would receive it would be early August. This is almost 4 months for a chair! The chair was supposed to come 2 days from now. Today I received an email indicating that the chair will now come between 4 and 6 weeks from now. People are always so happy to be receiving new furniture...and it is so disappointing when it is delayed this much. I think the furniture at Pottery Barn is lovely...but to be told at the very last minute that we have to wait so much longer. Go elsewhere if you don't want to wait almost 6 months for an item you order. There are a lot of furniture stores. Look elsewhere. read more

This company is a complete joke. DO NOT BUY FURNITURE FROM THIS COMPANY!!!! We spent $5000 on a vanity and entertainment center. The vanity had a large crack and chip that looks like they attempted to plaster over. The entertainment center looks like a rainbow with 3 different shades of white! Customer service is useless, refused to help the situation. $5000 down the drain. read more

This is worst service I've ever experienced at a Pottery Barn. I've been a long time customer and this was awful service. We waited 25 minutes in a line just to be told to go to another register on the far side of the store. We got there, and the lady checked out two people in front of us, got to us and said "I have to go see if the lady I was helping is still here" and then walked away from us. No apology, just walked away. We left the items we were planning to buy and walked out. read more

Horrible experience. If you look online at ANY reviews, you will see that most people agree. Go elsewhere unless you're a fan of incredibly BAD CUSTOMER SERVICE. No one cares at all. Supposed to get a delivery today and it never showed up and no update so far. About to DISPUTE CHARGES FOR BREACH OF CONTRACT. read more

My wife ordered bedding on-line and didn't like the way it looked in our bedroom. We took it to the store at UTC Mall, and Courtney cheerfully refunded our money. But the best part was when Courtney worked with my wife in selecting different bedding, shams and pillows. We both really liked her selections! Thank you Courtney! (We also bought towels when we were there.) read more

Ordering Familyroom furniture ($3,000) from PotteryBarn was a hassle in & of itself, & then I was given 10% back in rewards which I purchased dishes with($300). Ordering those dishes took THREE HOURS due to the order taker not figuring out what was wrong with the reward #. All of it has been nothing but frustrating from the start. Phone call after phone call to get issues resolved. It's been very disappointing considering the price of the furniture & price of the dishes. So far I will say I'm pleased with the furniture, however it sure was a hassle to get it (after waiting the usual amount of time for custom furniture, it THEN sat in a warehouse a couple of months before it was "found"). Basically what we experienced is that PotteryBarn employees know very little & don't have upper management to turn to either. Very disappointing for a company the size of PotteryBarn. read more

Utterly disgusting customer service! We bought some curtain rods from them and had them shipped to our house in Seattle. We love Pottery Barn and we have our whole house decorated from them. They sent us the wrong curtain rods which does happen sometimes, I get it. I escalated to Becky, the assistant manager and she apologized and assured me she will send me the correct ones and that she will go in person and check the box before it gets sent. We get the second shipment, and surprise, they're wrong again. I tried for a whole day to get a hold of her on the phone, but she would not call me back and Esther, the one associate promised me she will stand by her side the whole day and Becky will call me as soon as she is done helping a customer. Then I call back after 2.5 hours, to find out Becky has left the store. I was furious so I asked to speak with the manager, Rodrigo. He was very apologetic about the situation and told me that he will personally go into work 4 hours before they open, at 6am and look for the right ones and ship them to me. I didn't hear from him the whole day and I can't reach him - every time I call, I'm put on hold for 20+ minutes, and sometimes the call disconnects when I call meaning they hang up on me. Utterly disgusting customer service, we had to complain to corporate to straighten out our issue as this store and its employees are just chronic liars who don't care about their customers or experience they receive! read more

I've been a loyal customer for the past 7 years. Just recently, I ran into an issue with one of PB's products. I called their customer service number and was told that because it was an in-store purchase, I should contact the store directly. I did just so and one of their sales reps (Denise) told me I should come in to the store to take care of the issue. After driving from Carlsbad to the UTC store, I was told by the store manager that there was nothing that could be done to help me. I then asked for the regional manager's number and after much hesitation, was given Ausbaldo Corales' number. I called and left a message (almost a week ago) to no avail. Clearly customer service is not a top priority for PB. After reading all the negative comments on Yelp, I wonder where in the world is PB's social media director? Doesn't anyone on PB care about the negative publicity they receive on Yelp? Both their local stores (Mission Valley and La Jolla) have under 3 stars. Given the current economic environment, you would think they would put more thought into their customer relationship management and less on their renewal initiatives. Also, don't they realize it costs more to gain new customers than to retain their current ones? Seems to me that PB needs to train their upper management in basic customer service and support. Their first quarter sales were horrible and I, for one, will not be going back to PB. I'd much rather give my business to their competitors or a local business where I can receive personalized attention It really is too bad, their lack of customer relationship management will not bode well for them. read more

in february i purchased two leather chairs at a 40% discount from the utc store in san diego. i was assisted by the store manager audrey. on that day my wife and i spent almost $5000. when the product was delivered the leather was the wrong color. pottery barn arranged an exchange. in order to change out the product due to their mistake i was required to pay for the replacement product before credit would be given for the first erroneous delivery. as a consequence of pottery barns mistake my credit card was charged twice. when a credit was finally made to my credit card, the geniuses at pb credited the lesser amount. three months later they have still not processed my $990. i cannot get anyone at pb to answer my calls. having looked at the pb reviews i am shocked at the deluge of complaints. next step small claims in san diego superior court. read more

I want to share my experience on that Store. On Aug 11th I bought a Crib on Pottery Barn UTC store, 3 weeks later looking online for things I need for my son`s nursery and I realize that same crib for almost 100 dollars less. Based on that, I decided to call UTC store because it was where I bought my crib to see if they would adjust the price or maybe give me a gift card or discount for my next purchase. For my surprise, the store manager was very rude saying that they could not do anything related to that, because the price changed after my purchase. I told the manager that I still have my crib in a box and I could return it and buy it again as she was not willing to do anything for it. That was when she told me that If i return it, she would place me in the end of the wait list for that crib and I would probably not have it before my baby arrives because she has a huge wait list for that. Turns out that I checked on that same store and they do have a few units ready to be pickup if I decide to buy it today. In other words she was not only rude, but she was also lying to me. Pottery barn is an expensive store which I was used to shop there thinking that they may have a good customer relation program as many other expensive stores in US. Where you pay more for the products, but you know that services are really good and worthy it. So, I was expecting much more from the Pottery barn brand and specially from a Store Manager in such a fancy mall like UTC. I will never come back. read more

My husband and love this store. The quality of the products and the customer service is top notch! Shelly, Lisa and Battina and Emily have all been very helpful. Returns and exchanges have been pain free with these superstars! We bought so much from here...it's a bit OCD. read more

In June 2022, I ordered a dining table and a sectional sofa from Potterybarn. The dining table was supposed to arrive at my new home at the end of July, and the sofa by the end of September. However, after some time, I couldn't find the table on their website and discovered that it was out of stock, and we received an email stating that shipping would be delayed until September! I would not have purchased this table if I had known it would be delivered in September rather than July! I'm not even sure if we'll get our table and sofa by the end of September because the tracking information indicates that the table is not in the United States and I'm confident they won't send our sofa until the table is ready. It's been so inconvenient waiting for a long time to complete my home because of Pottery Barn's irresponsibility! read more

Went to Pottery barn today to buy some holiday accessories. I saw a beautiful. black vase...they had one left in the store, however they would NOT sell it to me. I had to order it on-line, which would be delivered sometime in November. Super frustrating that I could not find a black vase in the entire store that they would sell to me. Not a good store policy to have your customer leave unhappy.... fyi went across to CB2 and bought the last black vase off the floor....Thank you CB2 read more

Nice pottery barn store. Nice rug selection. Back door drop off, which is convenient. We shop here quite a bit, and some of the staff is friendly, but not like Temecula, where everyone is happy to see you, even if doing a return. read more

Terrible customer service. I was the only person in line to return a pillow insert that had a dead moth packaged inside of it. There were 4 associates at the register. I understand that they were busy with other matters but they should at least acknowledge a customer, but they didn't. With their poor quality control and bad service, I will not be returning to this store. read more

I receive numerous emails from Pottery Barn advertising they're free in-home design services. I finally decided to schedule one, so I used the link I was sent, scheduled the appointment, received a confirmation email with a confirmation number as well as the date and time of my in-home appointment however when the day came no one showed up. I called and I was told they do not offer in-home appointments at this time due to Covid. I can certainly appreciate that policy however I would hope that they could update their website and emails they continuously send! I planned my day around the appointment only to have no one show. When I called the store, 20 minutes after the designer was supposed to be here, I was told by the first person that answered the phone that it looked like my appointment was overlooked then he put a manager Chris on the phone and she told me that due to Covid they could not do in-home appointments at this time however they can schedule one for next week. When the next sales person called me to schedule the appointment the conversation was actually about trying to convince me to just come in to the store with photos of my space. I ultimately decided that I could go to HomeGoods and do the same thing and that I was looking for what I thought was there in-home consultation! Why offer this service at all if you really don't want to provide the service! The funny thing is I was just in that store recently and couldn't find anybody to help me with some suggestions and decided it would probably be best to accept their in-home consultation service...wrong! read more

Only writing enough words to post. Not worth wasting anymore of my time on a review for this company.

Worst customer service Pottery barn UTC, including their office manager Courtney. Damaged desk, damaged replacement desk, white glove delivery was a chore just to add to the orders, had to schedule the deliveries myself because the store was not able to help me. Months of calling and frustration. After all this, Courtney did not even emphatize not one bit in all the phone calls that I had with her nor voluntarily say sorry for the inconvenience. read more

Absolutely horrible service. We came in looking to purchase a couch and a couple of side chairs. My husband and I were passed by numerous associates and were not once greeted. I know this is not the norm for PB, so I will keep my business at the Fashion Valley store. read more

So many bad reviews about customer service and apparently they don't care. This was my first and last time shopping at this chain. I went there looking for WS that unfortunately was closed... I wanted a nice wedding gift so decided to give it a shot. Yes it is pretentiously overpriced but at least stuff looks good. Walked in and walked all over the store with nobody to greet me. They saw me, but they just kept doing what they were doing in their computers. Fine, then! Picked the item I wanted and went to the lady on the cashier. Not much enthusiasm, asking if I found what I needed, nothing. She was doing paperwork at the computer, and there she remained. The store was empty. I asked her for gift wrapped and she gave me that look "oh, no!" and said "it will take an hour because we are short-handed." I looked around.... Heard crickets. Two ladies working on their computers, including her... "One hour!?", she was like "yeah...". Seriously tho, why even bothering go to work if working itself brothers you so much?! Somebody mentioned Julia Roberts in "Pretty woman" trying to shop for the first time... And the sales associates giving her the nasty attitude. I kinda felt like this today. And I was well dressed, with money to spend and flashing a pricey purse because that's how things roll at that mall. Still, apparently I wasn't worthy their attention. I paid and when I was leaving she said "target had great wrapping paper!" as I carried my large box with a wine rack. What a skunk of customer service. People like that should never be allowed at retail. First and last time for me. But bet they don't give a dime. read more

Fellas, if you have no idea what to buy your 25-35 year old female friend (non-sexual) take a drive over to UTC and give this place a shot. You can find dozens of gift items for under $30 that your friend will enjoy. They have items that pertain only to Christmas and items that are made of glass and stuff that's really shiny. And if you look hard enough you can may be able to find all three elements in the same item AND under $30! You can even find items under $10 if you're stuck in one of these office Secret Santa gigs. There's a lot of love here... read more

My first time shopping at Pottery Barn. Beautiful and overpriced pretentious home decorations. Sales associates were slow to assist customers and not at all helpful. I am flabbergasted to feel like Julia Roberts shopping on Rodeo Drive at this store. I wonder why Pottery Barn continues to employ sales associates that have this kind of demeanor. Are you interested in keeping this location open for a longer time? Please, Pottery Barn of UTC, train your staff to be friendly and approach customers! It would make shoppers like me, who work hard for our money, feel more pleasant spending our earnings on your beautiful, pretentious salt & pepper shakers! There is room for improvement. You can do it! read more

I am so thankful for Elizabeth! She came to my home for a consultation and gave me so many good ideas and really inspired me. She is super knowledgeable about interior design and really listens and gives good ideas. We ordered a new couch and she was so patient with me-- helping me think through the exact right configuration and fabric. Can't wait for it to arrive. If you're looking for a patient, kind and knowledgeable consultant I would HIGHLY recommend working with Elizabeth. read more

Poor customer service and poor quality control. Unacceptably poor. I ordered a bed/headboard/mattress along with a table on 1/15/16. I was given a receipt that said the table's estimated delivery date was 1/26 to 2/9. Those dates came and went with no contact from PB. At the end of Feb. I contacted PB customer service and was told that the table and the bed/headboard/mattress would be delivered on 3/25---about 6-8 weeks behind estimated delivery for the table. Well, finally, today, on 3/25, the table was delivered---with several large white scratches right in the middle of the table and on the side. The deliverers took the table back and I am supposed to get a call in two weeks letting me know when a replacement table can be delivered. Buyer beware. This is a highly unreliable company to buy from. Update from April 2016: PB brought out a new undamaged table. From time of order it took 3 mos., but we finally got. Upgrading to 2 stars. read more

We actually had to return something to Pottery Barn and used this store to do that. it was no problem. They were as nice to us as if we were buying something. Ben I think his name was, did the return and he was super nice. I love this store in particular. It's always kept really neatly and they have a good stock of everything that you might be looking for in Pottery barn. The parking ( even though it's been renovated) is pretty easy to find right by the store. I like the UTC mall in particular anyhow. It's going to be amazing once they finish the renovation adding more parking and stores. read more

In late January 2023, we purchased a new ceiling chandelier light from Pottery Barn in UTC California. We had to pay extra for delivery and received the item two weeks later. When we scheduled the installation and opened the packet, we noticed the light is a "William Sonoma product. When we tried to install the product, we found the extension joints so badly tarnished that made it impossible to separate the extension pipes to create the height we needed. We finally had to procure a new tool to undo the joints to create the correct height. The next day we purchased the recommended light bulbs and we have a difficult time getting them to stay straight in their respective light sockets. At the time of sale, the salesperson told us to contact her if we have any issues with the product or the delivery. The Since the product is very large and heavy to return to the store, we contacted the store in UTC and spoke with the salesperson who said she will contact the customer service and get back to us the following day. It has been two weeks and we have not received any response re this defective product. Customer service should matter specially when the product is defective. read more

This store has the most helpful staff of anywhere I have ever been. Karen, Judy, J and all the rest of the gals are so good at what they do. They all went above and beyond to help me decorate and furnish a room at my home in Idaho. Love this place. I will be decorating the rest of my house and having them do it all. Thank you Pottery Barn girls!!!!! The BEST. read more

Is not that I don't like it, I actually find the quality and variety of what they sell very good, but...everything seems too beige for me. Beige, browns and mocchas. Not my type, too 'elegant contemporary rustic'. Kind of boring. I like to buy plates and pretty things only on sale here. And take home of their pretty catalogs, even if only for ideas. If you are one of those fans of the spheres with the maps of the world in it, like old school classic, this is your place to get plenty, as they always seem to have new models...but hey, please check the orthography before getting one of those. I read 'Gibraltor' instead of 'Gibraltar' and some cities and misplaced. Nice looking and great gifts, though. read more

There is a reason people buy online and not bother coming to the store. It's their lack of customer support. Batina literally told me "I can't help" and Becky refused to call other stores when I asked for an item they didn't have in stock. I wish this was an uncommon occurrence but every time I go to La Jolla Potterybarn the woman working are unable to provide any level of adequate support. read more

rude employees, we were asking for help and they made us feel like theyu didnt care, i will never be back

I loved coming in here, came to get an office lamp very close to closing time and the knowledgable and helpful ladies here were more than happy to help me find the lamp that I needed and make sure that it was in stock and answer any questions that I had. I have a feeling that I'll be coming back again for more furniture purchases if I need any. The people that work here are incredibly friendly and helpful. If you're coming in here and going to complain about the price, you've come to the wrong store. This is pottery barn and it's all about quality and service, and judging from my experience, it seems to be quite true. read more

Hey team --- I was so excited that my husband bought me two of your chairs in December; they were pricey but we thought it would be worth it. I buy at your store on a biweekly basis. Here's this loyal customer's experience... 1. December ordered two chairs ---not on sale 2. PB Didn't call me end of Feb...said they have the chairs they'll deliver them 3. Waited five hours - Delivered but only had one on truck and didn't discover that until they showed up? 4. Offered a $200 credit voucher mailed to me once second chair delivered in a few weeks I posted this info on Facebook, no response from Pottery Barn team 5. Chair delivery attempt but we were in LA... then they said "I refused" delivery! 6. Waited five hours - Chair didn't have right legs... they didn't open the box until then --- no strategy or time frame to resolve... separate department 7. Customer service said they'd call and no one did on 3/28 and said they would not be sending $200. Do you watch Yelp? I hope so! Please call Amy ... 760 505 7257 read more

I have had the worst customer service experience with Pottery Barn. I ordered a dining room table and chairs on October 4th at the UTC San Diego store and was told it was in stock and I would receive an email around the delivery date. When I got the email it then said it was on back order. The date then said a month later November 4th. Around November 4th I called to follow up and after being on the phone for an hour I was told the order for the table was never placed although they took my money, gave me a receipt and sent me a confirmation. The order was again placed and I was told I would have it December 4th and I received a confirmation. The delivery was scheduled and when the delivery arrived there was no table only chairs. I was told the table ws in the warehouse but never got loaded. I then called scheduling and they said they couldn't deliver until Dec 29th. I ordered the table October 4th and was promised I would have it in October. I gave my dining table away and now for Christmas I have no table. Worst customer service, so much wrong information and sitting on the phone for hours only to speak to someone who is working remote and really can't do anything to help you. Horrible buying experience. read more

I went here because it had all kinds of home goods and thought it may have some cool ashtrays to keep on my patio (who wants cigarette butts on the ground or dishes used and make shift ashtrays?). As I was browsing, a middle aged, blonde lady asked if I was looking for anything. I asked if they had any ashtrays and she said that they did not. I asked if she knew of anywhere that may have one and she said that she did not and, "maybe he should stop smoking." I was so offended! I asked for an item, not a judgement on the lifestyle that I, or any of my guests, choose. I left the store immediately and will probably not ever go back. read more

I walked into the PB at UTC for the first time this week. It seemed way bigger compared to the one st fashion valley or at least had more stuff. The salesperson was very helpful. Will be back! read more

Kathy & Janine helped me find a beautiful fruit bowl for my mom tonight. They went above & beyond(: Thank you for the amazing customer service! I recommend coming here read more

This feedback is about Pottery barn online. As I left feedback on line but have not heard from anyone, I hope somehow this will be eventually communicated to the management. I bought a floor lamp on line and was provided estimated delivery date that passed already without delivery. Three calls later, I was told that appointment for delivery was scheduled on Sunday although I received ZERO communication! The automated system informed me that the estimated delivery would be on January 1, 2020(!!!??). Terrible attention to the customers! read more

I ordered a dining table and matching chairs. Paid a good price for the set greater than $5,000. First upgrade in 15 years. Ordered on Nov 30, 2020. Table arrived on time Dec 10,2020. The chairs are completely MIA and there are no reasonable alternatives. It is now March 17, 2021 and I was informed the chairs have slipped again to April (the 4th or 5th slip so far). When I talk to customer support, they do not know if they have any inventory of the chairs, they do not know if they are on a ship or a plane. The schedule is in free fall with no end in sight. The Support folks are very sorry and understand my frustration. Spare me the sympathy and find my chairs please. If a company has zero control on their purchasing logistics, it is shameful. Now I am stuck with half an order and no confidence it will ever turn into a full order. At least reading the other reviews, it appears I am in good company. read more

Yes, the furniture might look nice, and store customer service is great (albeit long long waits) but you will never receive your items! They are always backed up by weeks, so plan to receive them 2-3 months after your expectation time. Don't even try to call customer service, unless you have half a day to be on the phone. read more