This post is a few weeks late but so well deserved I was looking for a day bed that didnt look like a day bed and stumbled upon one that PB had I was trying to make a purchase online but figured I should head in store to really check to make sure I like the item I was buying Upon looking up reviews I almost shied away because the reviews were so off putting But I can honestly say my experience so far has been nothing but great I walked in and the store was a bit busy given the holiday season, I made my way upstairs to the design table to look at swatches and colors for the daybed I was looking to purchase Not more than 5 minutes in I was asked if I needed help by a sales rep who was in the middle of helping another customer I told her my reasoning for being there and She called on another associate to help me Tony was great, super patient and helped me pick out a color and swatch that was at their lowest price point for a high performance fabric A little nervous they didnt have the swatch in house as the daybed, color and material was newer but I think I made the right decision with Tony's help Super excited for my daybed to be delivered Thanks a lot PB, SaMo read more

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The staff explanation was unclear, and she almost gave me the wrong item without checking inside the package. Even though I asked to check inside. She didn't. *She told me the product was sold out, but | later found it was actually available in the store. *She also said that the display items couldn't be sold because they were for decoration only. On top of that, they told me to order online and pay for shipping instead. There were three of the same items in the store, yet they refused to sell me one - which makes no sense. It seems like they lack product knowledge and proper training. I will never go there again. read more

Very deceptive business practices. Called about a clearance item one week and got quoted one price then I call back the same day and the Gm says we misquoted you and the sales associate was incorrect. Why won't they stick to one price? Mind boggling! Avoid this place until they treat their customers fairly. read more

Kristin was great! She was super helpful and knowledgeable about the bedroom set I chose. She answered any questions I had and I was so glad she was not one of those pushy salespeople. I will definitely shop this PB for any future furniture needs. read more

Horrible security. I'm coming tomorrow btw . Hope that guy is there. He was being rude to my wife while I went to get there car . Mind you we spent about 2k less than a week ago . On Monday (march 8,2025 ) . Reason why I went to get the car was because it was almost closing time and we bought quite some stuff.( I park right by meat by ocean. 4 blocks down ) I really don't appreciate that service. Now I'm realizing I didn't receive my extra pillow sham because my wife was getting rush by that asshole . Now we have to go back to buy an extra ($65) pillow sham . Definitely don't recommend that guy working there making your store look horrible. Straight up piece of . For making my wife uncomfortable while I wasn't there . read more

Pottery Barn - Paid Pillow Sham And Still Didn't Receive It . Smh - Home Decor Near Me - Santa Monica, California

I was going to order online but called to order in store instead and I'm so glad I did. Carter walked me through the entire thing, helped us clarify delivery dates, and even sign up for the trade program. He also let me know that ordering over the phone helps them have activity and stay in business! I will definitely be doing that in the future - we need these brick and mortar stores bc furniture and decor is so tough to buy online. Thank you PB and Carter. read more

Rug sales people awful Without going into the whole thing - I chose samples with sales person, I had a list, only 2 in the store, she goes on break and I go back to grab the samples I chose and they are gone (and so is the last hour I spent) I'm trying to remember which ones they were to no avail - she gets back from break Why this was my fault: "u should have put them at register, u should have had them in your hand, you should have known I would have put them back and lastly someone else put them back". She was the one who suggested that I look at the hanging ones and so I did and poof - minutes later the samples were gone. Regardless of how it happened and I lost an hour plus and had no idea of the name of the samples - a better answer than nastily running through reasons why it was the customer's fault could have been h " I'm sorry that happened, I'd be happy to try to see which ones I pulled out for u" The manager was even nastier. There was one young lady who was new there evidently that was helping someone else and she seemed really great, helpful and kind. (Too bad I didn't have her) Never again will I go in that place and risk ruining my day off. read more

Great store! They are always so helpful. I had some complicated orders and they manage them perfectly. I just love going in this beautiful store. read more

Horrible!!!! NEVER SHOPPING HERE AGAIN!!! I purchased curtains in December for my bedroom spending nearly $3000 .... She convinced me to open up a credit card with Pottery Barn... what are huge regret this was!!! I paid off the credit card when the January statement came in and now it's March and I still have not received any of the benefits that were promised to me when I opened up this credit card.. I called capital one to ask about my Pottery Barn rewards and then they had me call Pottery Barn because they said they could not help me. Now I was on the phone for over 45 minutes with a representative from Pottery Barn explaining the situation for the end result to be the same they cannot do anything. What a con!! Spending nearly $3000 to get 10% back and rewards for pottery barn to be told that they cannot find them three months later is ridiculous and unfair.. I'm a huge CrateAndBarrel and CB2 shopper, and I will continue shopping there ONLY! Crate & Barrel would never treat you like this... I've had situation in the past where I've had difficulties with my purchases, and they make you feel fuzzy, and cared about... I will never shop pottery barn again!! The worst customer service, the worst care for their clients, the worst company!! They sell you on all the bells and whistles when you're purchasing items in their retail store for them to end up treating you like crap when there is a situation that you need help in... Beware this company is terrible... i know why they're sister stores are closing shop! I'll be surprised if they're still around in the next 10 years... never shopping here again! read more

I don't know why PB only has 2.5 stars. The one in Santa Monica has always been great - very helpful and I love their products.

I bought Christmas mugs set as a gift. On the expected delivery date I got a notification from PayPay about incoming refund. Pottery Barn had canceled my order and didn't even bother sending an email to notify me. Zero customer service!! I'll never buy from them again. read more

Part of my review is based on the staff. Immediately upon entering, I was welcome graciously by staff willing to help. Their furniture is nice quality. Some of the couches that I did like will not fit their my narrow doorway so I have to continue shopping to find the right sizing. The staff upstairs was also very helpful giving me her card as she did interior design for the store. The warm welcoming would bring me back even though they are a little on the high side. I have friends that live for pottery barn so having customer service that is inviting, helpful and warm is much appreciated. Their neighbor btw west Elm is very low end and un-welcoming to customers! A big win for me, "Go Pottery Barn" definitely higher quality furniture! read more

The service is horrible. We purchased a custom velvet chair for over 2K. Within 4 months the material began to stretch and pucker. The chair was no longer looking like the chair we purchased. After numerous photos sent and calls to the warehouse and many phone calls we were advised they would pick up the original chair and would remake the chair for us. They tried to deliver a "not new" chair to us. Again, I was promised they would remake the chair and would pick up the old chair. I waited another 6 months. Today I was on hold for 1 hour waiting for a "leader" and "supervisor to resolve the issue for us. When the person came back on line they hung up!! I called back AGAIN! I was asked to send pictures which I sent to them about 1 year ago!!!!! DO NOT BUY FURNITURE AT POTTERY BARN. READ THE REVIEWS ABOUT CUSTOMER SERVICE. read more

Wonderful place to come for home shopping. Always helpful and ready to take any constructive cristicism. They're legit read more

Pottery Barn - Lovely decor - Home Decor Near Me - Santa Monica, California

Do NOT purchase online... most horrible experience. You will waste your time on the phone with them and not get your product for like a year when it states it's in stock online when you purchased. They won't cancel even if you call the very next day. Supervisors never call you back upon escalation. They do not care tfat they are wasting your time read more

I just bought my first house & originally went to PB thinking there was a huge sale going on. Unfortunately, I read my email wrong...but this mistake led me to Celeste who has been one of the most refreshing parts of my moving journey! So much so I have cancelled orders with other companies just to go through Celeste & the PB team because their deliveries & pick-up as well as the help I get with design have made my chaotic move SO much easier!!! If you want a stress free experience, find Celeste and order through PB!! read more

Placed an order for a shelving unit . Picked delivery and time. Two days before delivery Pottery Barn confirmed window time . Waited all morning, no delivery. Called customer service and they tell me that I canceled even though I had confirmation. Representative said she would look into this and call me back. No return call. Called next day and told them how upset I was and customer service didn't offer anything. Cancelled the order. Will do my orders at Crate and Barrel. They have excellent customer service even if there is a screw up. Pottery Barn the worse. read more

I came across a beautiful plum blossom duvet cover online and immediately wanted to order it from the Pottery Barn website. This is big deal since I RARELY ever find duvet covers in prints that catch my eye in the material/weights that I like. In the past six years, I've only found two that I loved and both were from Pottery Barn. Yay! The plum blossom shams were 40% off regular price! Boo! The plum blossom duvet cover was completely sold out online. Sadness! After doing more searching online and calling around for inventory checks, this location searched around (for about 10 minutes) and had exactly one plum blossom duvet cover left. Please put it on hold, I requested. I'll be picking it up in the next day or two. I was so looking forward to get the duvet cover for 40% off! Yipee! But, alas, I counted my chickens before they hatched. Since it was THE VERY LAST plum blossom duvet cover and completely sold out everywhere I can drive to, the checkout computer would only ring up the duvet at the REGULAR PRICE (as there was no sale price to match on the website). That's about a $56 difference in price after taxes. Ugh. I asked the person helping me why it wouldn't be 40% off but he just said that's how the computer is set up and nothing he can do. However he would match the current prices online for the shams if they have any in stock. So, they did a quick inventory check in the back, found out they had two plum blossom standard shams and matched the online prices for the shams. In any event, while I'm happy to be able to have this store to go to for elusive plum blossom duvet cover, it was unfortunate that they couldn't honor the sale price. 4 stars since people were helpful and allowed me to get what I want. Thank goodness for their physical store. Disaster averted. read more

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Pottery Barn has the worst quality and customer service. After ordering the sofas in June, they delivered defective sofas in August, they were going to replace the sofas per their email from their quality control person that came to the house. Two months later nothing happen no follow up - now we have returned the sofas and they will not give us the correct refund. They have screw up the return in so many ways! Every day it's a new story! And not the story I want to hear again!! S.H read more

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I have two ratings! 5 stars for Marjorie who is sales person/designer. She came into my condo and had some great ideas for me. She listened to my vision of a Malibu Modern styles home. I needed a shelf, storage and decor. After the house visit I went to the store to see her ideas 2 - 3 weeks later. I took a few weeks to decided what I wanted and she reminded me of the 30% veteran day weekend sale which I took advantage of. Marjorie has great taste, she has built/remodeled many homes and has a good eye. She also keeps in mind how you live (hence the home visit is always a great idea). Regarding the registry ... 2.5 stars and this is more for corporate. I had a wedding registry and many items were shipped to me with no indication of who the gifted me the item, a little frustrating! The store cannot print out my registry indicating who has purchased what item. I had to call the 800 number and the representative ended up emailing me the list. A little ridiculous considering you want to write a thank you card read more

Back in May 2022, we had purchased 2 large rugs from a Pottern Barn. One arrived immediately and the other was to be delivered in about 10 days. May turned into June, which turned into July and it never came. I continued to call the store I purchased it at, but I continued to get the same phrase. "It's getting ready to ship" We went to a different Pottery Barn in Santa Monica, hoping to solve the missing rug. The manager there, Matt, spent so much time trying to solve the mystery. He called the wherehouse, found the reason for the complicated, communication issues and finally located our rug. He was so patient and helpful and was beyond amazing. Not sure we ever would have located our lost rug if he wasn't willing to put in the time for us. THANKS SO MUCH for your willingness to help a customer. read more

Horrible experience with customer service and the purchase of a washable throw. I finally purchased a beautiful snow leopard throw after contemplating. Followed the wash instructions to the T and it turned out into a disaster. Come to find out, it was made in China, which was not stated on website. So beware! I'm not racist, I am Asian but learned that China's products are below standard. They since changed the credit card banking to capital one. So, I got the run around since capital one weren't able to view previous purchases on the pottery barn card. I have spent over 5k on furniture, so now, I'll think twice because they do not honor the quality of products that they sell. read more

Santa Monica has a more hectic, busy vibe as a whole, so I get that this store is also a little chaotic at times. But I have shopped here a handful of times, and I've never had a good experience. One time a lady that was helping was so clueless about the products, I had better knowledge than she did. Another time I was looking for the price of a vase by lifting it up and was scolded by an associate that was passing by for removing the items from the vase, which I didn't even do. I was flabbergasted and thought I understood her wrong, but she repeated that I shouldn't remove things from display. I told her I didn't remove anything and she looked at me like she didn't believe me. Seriously, is it more important to you to have something in a vase than to have the vase actually sold to a customer. Generally I've had some unpleasant encounters with salespeople here, so not sure if they're under a lot of stress, bad pay, or all of the above. I've worked in retail when I was in college, so I know it can get ugly at times, but I hope it's more enjoyable next time I'm here. read more

Pottery Barn is awful. Ordered a couch in August/September. When they came to deliver it last week it was the wrong couch so they sent it back without letting us keep it. So now I'm sitting in an empty apartment with no furniture. Customer service says they can't get me a couch until December which is when my baby is due. This is the worst display of customer service I've seen. Pottery barn charges high dollar for terrible customer support. Oh and they charged me for the wrong product too. Matt Twaddell read more

Bought a couch and waited 2 months to receive it. When it got to my house it was the wrong color. Sent it back and wanted the same couch but the color I ordered, The y wanted to charge me 500.00 more than the first couch. I told them no and I will not ever be shopping at pottery barn again. read more

OMG I Now understand the bad reviews! They're seriously super rude. I went to pick up some stuff that I have ordered online. The first employee completely ignored me, I walked to the register, and the girl just barely looked at me and said "what's up!" in a very uninterested manner. I asked her "what's up??? Wow, I'm here to pick up something I ordered". Unbelievable, I should add that no other clients were at the store, since it was raining and was barely 10:30am. read more

I'm a loyal Pottery Barn consumer, though I usually shop online. I thought I'd just go in-store as I only needed a fitted sheet. They were having a wonderful 20% off sale and had a wide array of their classic products. Although I'd rarely go out of my way to review, especially for a large, international corporation--I feel the need to affirm the staffing at this particular location. They were not overbearing by any means, but they were friendly and helpful. The women who assisted me was absolutely lovely! She really just brightened my day. I'd urge anyone who typically shops at Pottery Barn online, or a prospective customer to check out this shop. read more

The folks working at this location go above and beyond to not provide customer service. Told us he would assists us shortly, then walked to the other side pretending doing something else. We waited 20 minutes and he still wouldn't help us, so we left. read more

Extremely rude and unfriendly staff. We were about to buy a rug that was in the floor model section. (Clearly in used condition, and in a discounted basket). One of the employers took it out of the basket and showed it to us. The rug did not have a label, so we asked for the price from her manager. The manager (Tony) and another employee went to the effort of lying and saying the rug is a new one 'from the back' and should be sold for the online price. They were rude, aggressive and unwilling listen. No wonder the store is always empty. read more

Eh. I was expecting a more engaged customer service experience here, but left feeling the hospitality didn't match the product. PB is an aspirational lifestyle brand that reveres hostessing, entertaining and comfort but I didn't find that in this store. Service was mixed. The staff downstairs was not very interested in helping me find what I needed and couldn't answer questions about products like the Luminara flameless candles. The woman upstairs in bedding (I wish I could remember her name - she was great!), however, was extremely helpful and showed me the Euro Shams and sconces I was looking for. The sconces were unavailable in the store, but available online. read more

Left at the counter waiting for someone to check on stock. Then they disappeared. For the price of any of this stuff it's unfortunate. Rude, rude, rude. read more

Mary went above and beyond to help us with something out of the ordinary. Very helpful and friendly!

Actually horrendous customer service. I found mirrors online and went in store to purchase because the size I wanted was sold out online - it was a clearance, final sale item. The price in store was higher than the online price, but they gave me a hard time about honoring the online price. Once they agreed to it, I realized the DISPLAY mirrors they're selling me are also a bit damaged but they refused to give me an additional discount. ANY other store would have honored both the online price AND given a display/damaged item discount. I ended up buying it only because the next available one was in Orange County and I didn't want to make the drive. 3 days after my purchase, the "clearance, final sale" mirrors dropped significantly in price but guess what - pottery barn says they do not honor price adjustments. We have PLENTY of options for home decor retailers (like Wayfair, Homegoods, Ashley Furniture, Pier 1, heck even TARGET!) that make the consumer experience so much easier, I would highly advise shopping elsewhere. All the managers and staff in this store, and on the 1-800#, are rude and snooty. PB needs to get off their high horse, not sure what makes them better than their competitors? Btw, try searching PB online and you'll find the other MANY MANY complaints filed with the BBB. Horrendous. First and last purchase at PB, I'll take my business elsewhere! read more

Great customer service! I definitely recommend this location. Hope this makes you feel better.

I ordered an item back in August with an original delivery date of December, well it is now March and I still have not received my furniture! In addition there is absolutely no follow up, no call to explain, no email to explain, the delivery date just keeps changing, later and later and later. Anyother devious thing they keep doing is charging my credit card for a "pending" transaction for the furniture and then it mysteriously drops off, but lo and behold the next month comes around and the "pending" charge shows up on my credit card again! Is this even legal? If Pottery Barn does not have the item you want in stock I would run away their business practices are questionable for a large company read more

I had a great experience in this store today. I walked in on my lunch hour looking for a last minute birthday gift for my brother. Both Denny and Michael went out of their way finding great gift items for me to consider. I finally settled on some men's leather goods (change valet and shave kit), they even gift wrapped the items for me. All told, I walked out for just about what I had budgeted, and I even set up a free in home appointment for new bed room furniture. I didn't have this in mind but after seeing one of their bedroom sets, I was (almost) sold. :) read more

I bought an item only to get home and realized that it was defective. Four days later when I attempted to return the defective item I was informed that they would not accept it because I had removed the tag, the store manager said there was nothing he could do and kept pointing me to the return policy which did not list anything specific about the tag. I insisted that they accept the item and he finally agreed to either give me merchandise credit or exchange the item, but he was unwilling to accept the return. I contacted the corporate office and they informed me that they would accept the return and refund my money. Clearly this store manager is not properly trained and is providing inaccurate information. I love Pottery Barn and will continue to shop at other stores and online, but I will not be returning to the Santa Monica location to deal with the incompetent manager Tony. read more

What Horrid customer service. I was fortunate to be able to spend a day with my daughter. Which her and I rarely get the opportunity to do. It just so happens 4th street pottery barn has a set of curtains in store that my local Thousand Oaks store would have to order. Now let me say the customer service at the Thousand oaks store is great, very friendly and eager to help you to avoid you shoping online. Which everyone tends to do anymore. People wonder why stores are closing around them. So we decided to drive down to 3rd street to do a little shopping and have a nice lunch together. We were greeted the moment we walked in the door. We walked up the stairs to the 3rd floor. Where we approached an older woman with shoulder length Grey hair. I told her I had seen online where they had a set of curtains in stock that I was looking for. She proceeded to question mine and my daughters relationship asking if her and I had just purchased a place together. Then comments what is it you are exactly expecting me to have in stock. Now mind you I'm in my mid 50's my daughter is 29 and very much pregnant. Now I know it's not uncommon for a good looking guy like myself to be sporting around some 20 plus younger girl under his arms HaHa But I will say I was a little more then offended. Here my daughter and I are trying to enjoy a little time together. Which we rarely get to do both having busy lives. and here is this woman openly judging. when all she needed to do was her job and sell me a set of curtains. I was so taken back by this woman's tone that we walked out of the store. This sales woman took it one step further by interrupting her conversation with another customer to yell across the store as we were walking down the stairs to say Good Luck. People in customer service need to start realizing the need for retail stores is quickly going away. Especially for nonessential items that can be found for less with free shipping. I try my best to support my local community by dinning at local restaurants and shopping local stores willing to pay a little extra in hopes to not lose another family run buisness. But this woman in pottery barn clearly has no clue. I called the store later that day in hopes to talk to a manager rather then leave this review. I was told the manager would call me back the following day however the manager never bothered to take the time to call me back. So here's another negative review pottery barn. I hope corporate takes these reviews serious enough to make management changes before allowing the store to close. read more

I can confidently say this is one of the worst customer experiences I have ever had. It all started 10/10. I placed an online order to pick up at this location. Order said, "would be ready for pick in two hours." I received two emails and called the actual store to see if order was ready and I was told YES. I drove from downtown LA to Santa Monica. I went in and no one new what I was talking about. Looked for my items for over an hour. The woman, I believe "Darlene," told me she would find the items even if at another store and call me. I did not here from her that night or the next day so I called. She told me "oh I'm taking care of it with everything else I have to do and then I'll call you." Another day went by and no call. I went online and found the items I ordered with in minutes at another location and ordered them. I then called the Santa Monica location today, to find out she wasn't even working today, so clearly nothing would have been ordered. I asked to speak with a manager, who put me on hold for over 5 min to cancel the initial order and NOT ONCE did he apologize for wait or my experience. No consideration for customer's time or customer service. This would never be tolerated in my place or work nor should it be at a place or in the retail industry. read more

Awful experience with general manager, Gaby Romo. She was condescending, patronizing and arrogant. She definitely put her ego and pride ahead of customer service. While I love the brand, the fact that this woman is in a leadership role makes me question ever shopping there again. read more