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

I like the furniture, but the company Pottery Barn chooses to deliver is unacceptable. They didn't show up at all the first time. The second time, they showed up two hours later than their time window and left messages like I'M the rude one who is making them wait outside. They delivered, but one of the pieces was damaged. Then they were late on their third (replacement) delivery. ALL pieces of furniture were mishandled by them. They have a lift on their truck but decided to dump the furniture over the side of the truck which causes cracking along all the major seems of both our white drawers. Lazy. I called the headquarters and they refunded the shipping cost, but that doesn't change the cracked furniture. I've since had much better delivery experiences from C&B. No more PB purchases, ever. I'm also getting really sick of when you purchase something from one of this big stores, they automatically share your info with partners and you get a heap of junk (regular and e-mail) WITHOUT your permission. Taking my business elsewhere. read more

I purchased an outdoor umbrella two years ago. The umbrella portion is fine. However the base broke in two. This is totally unacceptable. Pottery Barn has a 30-day return policy. This umbrella should be replaced. Beware of Pottery Barn. read more

This Pottery Barn has the best customer service that I've experienced to date. Not only is the store well located, but they go above and beyond to ensure that products are delivered effectively (and that customers are happy with their purchases). I highly recommend :) read more

Went in today to return three items from my wedding registry that didn't end up working out in my home. We were in there for over a half hour... I assumed because we had the receipts for two of the items and a completely unopened box for the third item it would be easy to exchange for store credit but apparently it has to go through the system and a gift card gets mailed within 10 business days. The system was also extremely slow. Annoying, but I figured it wasn't their fault so I waited patiently. Tony and Anna were assisting my husband and I. They had to call into corporate to because one of the items did not come with a receipt/order form. The item was unopened as it was a duplicate of a mirror we registered for, so I assumed the receipt would be in there. Okay, fine, we'll have to wait a little longer. But then I was informed that one of the items we were returning (one we had a receipt for) would be credited back to the purchaser. What?? "Yeah, they put their address in the system for returns so essentially they set it up so that you can't return it." "Well our friends aren't like that so the system must have not been very intuitive. Can you please change it to go to our address?" "No, it's done." "Okay, can you void the return and we'll keep the item?" (I.e take it somewhere else and try to get store credit without the receipt.. trying to problem solve..) "No, it's done." "What??" I was clearly upset and said "wait, you guys, come on! That's so embarrassing. There's no way you can void the return?" "No, I'm on the phone with corporate, it's done. I don't know what you want me to say." With a smirk/laugh and threw up his hands. This was the manager, Tony. K! Three things. 1. We should have been notified before they processed the return. 2. ZERO apologies from either staff member. 3. I called into customer service and was able to correct the address through them myself. So there WAS something they could have done. read more

This is a really good location...lots of stuff but most importantly...I've been looking for a rectangular umbrella for my back deck and they had it. I've been searching online and they are soooo expensive! Walked into this location today and they had the perfect size on display. I would give this store 5 starts as the sales associate said this item included free shipping even to Hawaii. This was not the case, there was an almost $60.00 shipping / service charge. However, I'm really happy with this item...I was able to choose the type of post as well as 15 colors to choose from. The item will apparently be arriving at my home within 10 days! They seem to have lots of items at this location that would be a good fit for someone that doesn't want to spend over 1K for a large patio umbrella! read more

Pottery Barn - Rectangular Patio Umbrella - Home Decor Near Me - Santa Monica, California

See all

I love Pottery Barn and I think my place will eventually look like pottery barn store :) My review is only reflecting my experience with sales representatives at the Santa Monica store. Most of the sales representatives that I have interacted at the Santa Monica store have horrible attitude. They make me feel so bad for walking to this store., for asking questions, and ultimately for spending money. read more

Today I got out of Pottery Barn for less than $50. This is a major accomplishment and the prior trip cost over $800. I'm naive and go nuts on floor sample sales and somehow I had the good fortune to walk into this store during a floor sample sale about 6 months ago. OMG, I must have bought ever lamp/lamp shade in the store. Their service is wonderful and some stuff didn't really go, and they took it back. All of the people who bitch about parking are correct. Parking is inedibly frustrating. Santa Monica has a downtown parking issue and the little SaMoPo, (Santa Monica Police) seem to put up orange cones in front of the Pottery Barn 4th St garage on Sundays redirecting traffic. They then sit on their motorcycles and hide like little Po' do, nailing people for incorrect turns into the garage. I was a victim to this crap and was so pissed I literally boycotted ALL Santa Monica shopping for 5 months. I've cautiously come back, and am always on the lookout for the evil SaMoPo. If you can get over the parking piece, this is a decent PB with great service. read more

This is a nice place to buy duvet covers and shams. I was also looking for a bed skirt, but they did not have what I was looking for. The guy in the store was very helpful, running around me and bringing me all the colors and materials I was looking for. I am really happy with their service and the attention they gave them, I will be definitely back to this store. I also like my purchase. Hope their spring/summer collection is going to have more vivid colors. read more

I went into the store looking for a sofa and found one I liked. Tony was really helpful and there was a sale that day for 20% off (which is a very common sale they have). I bought it and 6 days later there was a buy more save more sale for the couch I had just bought. The amount off was 30%, so for this $3k plus couch it would've been at least an additional $300 savings. So I called customer service first for them to price match, they said they no longer price match. I then went into the store and the manager said the same thing and that I couldn't even return and repurchase because it was final sale. I mean, the transaction hadn't even processed yet because like most stores, they don't charge you until they ship it, which in this case, this couch was still at least 2 months away from being shipped. I don't understand how they couldn't have just cancelled a transaction or "altered" by adding the coupon code to a transaction that hadn't processed yet. I understand if they couldn't do this if I had already received the sofa, or if it would've been shipped. Point of the story is, that it's super shady that such a big company wouldn't price match only 6 days later. I feel robbed of $300 by pottery barn. read more

I have always liked the pottery barn style in general. The Santa Monica store is very nicely appointed and well stocked. The designer, Crystal was especially helpful and I found the management and staff very accommodating, especially when I wanted a trunk delivered the same day! Pretty much everything I have ever bought there has held up well over time and there and doesn't get dated. read more

3 blows for this PB: 1. Parking is scarce & expensive 2. The inventory on this PB is far from complete 3. Totally understaffed I was looking for a particular item, called the 800 number on Friday morning and the rep told me over the phone the Santa Monica PB has the item I was looking for. I thought this would be a quick trip since I live about 15 minutes away from this store. After spending 25 minutes looking for street parking (none available, so I was "forced" to park in a structure that charged me $5), I was totally disappointed that nobody was around to help me locate the item I was looking for. After about 20 minutes of self-search, I gave up - I flagged the only guy working on the floor to help me (there were a total of 3 personnel to staff the entire 2 stories floor - on a Friday evening. What's up with that?) He came to help me 15 minutes later, took another 10 minutes to search for the item, and the final verdict: they were out of stock. What a total disappointment. I ended up buying it online and paid $11 for shipping. read more

What a great experience tonight with Celeste. I came in wanting new sheets and a duvet. She went out of her away and helped me find the perfect set. She even ordered one of the shams they didn't have in stock. I will most def be back to for more purchases there read more

Terrible experience- designer came out and took phone calls, stared at phone and told personal stories. Never received any follow-up. Requested another designer-no follow-up. Then ordered a lamp, and requested designer again-no follow-up call. Shade/lamp arrive with over 100$ delivery fee--shade didn't fit. Called 3 times; given different answers each time. Spoke to manager who was very abrupt and rude; I have to bring shade back to store...Had wanted to furnish new condo with their furniture-love PB stuff, but guess they don't want my business! read more

I wouldn't even give them one star. The WORST customer service I have had in years. I ordered sheets October 19, 2020. I still have no sheets and no refund. I sent emails and got nice responses saying how they care about the customer and quality but no one did anything. I am on hold now waiting to talk to a supervisor. This is ridiculous!!!! read more

Third time's a charm. I've bought a lot from this store over the years. I've noticed the quality and quantity of stuff on the shelf going down. But the bigger issue I have is with the customer service. I've now had three incidents where I couldn't attract an employee to save my life. I'm dressed nice. Look normal. I almost waved around my platinum card. I can't recall who, if anyone, ignored me on the first round. Second round was on the third floor. Woman with straight blond hair - 50 maybe - was working the floor. I've seen her up there a bunch. I needed a ton of pillows, throws, a down blanket and sheets. I had trouble finding some of what I needed. Had a stack of about half of everything and plopped it right next to her work station, waiting for her to assist. Nope. She disappeared, helped some other woman floating around the floor. I then went to Parachute and spent 1800. And then some random pillow store on Lincoln and spend 1400. Third time, yesterday, I needed drapes for my entire house, plus a cool floor lamp and a wall clock. For the drapes, they don't keep them sitting out, so someone needs to go back and see what they have in stock and grab it or order it for you. The same woman walks out and looks at me. I nod to her, like, hi, can you give me a hand here? Nope. She walked the other way. I saw her go help two other women not long after. I then perused downstairs, hoping someone would want to do their job. Failed there too. I walked out. Pretty easy to get that stuff elsewhere. That was last time I'm going into that store. And last time I shop pottery barn at all. I've probably dropped 20k at that place over the years. Whatever. read more

Our experience with buying a sofa at the Santa Monica Pottery Barn was superlative. Earl Hilton helped us choose a sofa and the ideal fabric. The experience was not just easy, but he made it feel very luxurious. I've shopped at the "best" stores on Robertson and at the PDC and shopping with Earl surpassed any of those experiences. The only reason I didn't give 5 stars is that the order and the shipping was messed up. Each time I called to trace down the order I had to go through a series of automated call routers and at the end no one could help me. Finally I called Earl and he sorted it out with one phone call. So the Santa Monica store runs perfectly. But the national warehouse and delivery needs a lot of work. I am now sitting on my beautiful sofa and before long the frustrations with the delivery will be forgotten. read more

During the past few weeks I have shopped at this PB a number of times. The person at the register has been the most unpleasant, frowning rep I have encountered. She does a good job on sales prevention if that is her goal. The people who are dispersed on the floor are very nice though. I don't understand why they have placed the lady with the frown at the register. I have seen her till her eyes at one colleague or decorator. So know it is just not me and is not personal! But seriously, how many times do I have to repeat a request that I don't want you to give me a 10% discount on a full price item that has a little damage and make it non returnable, I rather take it home and see if my teenager likes it in her room and be able to return if needed. read more

By far THE WORST CUSTOMER SERVICE of any brand I purchase! After spending nearly $7K on a completely new bedroom decor with them, I received a damaged pair of nightstands. The damage was thoroughly documented by the delivery staff. I was told that I will get a call within 24 hours to get the damaged products replaced. A week later, no call and I ended up calling them. This was the beginning of a 2 MONTHS LONG process of trying to get a replacement. Every time I called, I was told that they will be calling me to schedule a delivery within a week but that call never arrived. Two months later I get an email that they are permanently out of stock and my order is CANCELLED!!! My calls to customer service went nowhere! I spent OVER 2 HOURS on the phone and was promised resolution and a call back by a supervisor which never came!! When I called back, they decided that they wanted to dispute the entire report of the damage that was documented BY THEIR STAFF TWO MONTHS AGO!! Absolutely horrible service! I will NEVER purchase anything from this company ever again! This company wants to pass itself as a luxury brand but their service is more suitable for Wallmart! They just take your $$$$ and don't care after that! read more

Customer Service at the 800 number is terrible! Don't order anything. it will take forever to get there and they will NOT be honest about the arrival time. read more

I have been shopping at Pottery Barn in Santa Monica for many years and have always had a wonderful experience there and found beautiful things for our boutique hotels. I especially want to say how helpful Michael Mahoney has always been and continues to be. He's the best. I look forward to continuing our professional relationship. ~Peggy Grossman read more

I had the best customer service from Darlene today. She went above and beyond to locate a rug for me. I am so pleased with her and the help she provided me with. I will only be shopping at Santa Monica Pottery Barn from now on because of her excellent service. Thank you so much for caring. read more

I agree with the fact the location makes parking challenging, but for customer service like I have had I would gladly fight the battle. For Christmas I went in for stockings and had to the store order them so I could add embroidery. Needless to say somehow the ones I wanted and saw in the store and what I got sent where two completely different sizes. I called the customer service line to explain the mistake the clerk made and was told, too bad. We are out. We can take them back but that's it. That didn't sound right. Next I called the store and got Michael- the customer service manager. He was so quick to action! He had me bring them back, put on hold the ones I wanted and offered to assist me getting them embroidered locally to make sure they were ready for Christmas. The staff there really seems empowered, and they genuinely seem to care about making your experience a good one. read more

WORST. CUSTOMER SERVICE. EVER!!! If I could give these guys zero stars I would, but that wouldn't be fair o the one guy who was extremely helpful when all of the other dimwit employees couldn't figure out how to locate a prepaid order for pickup. Terrible! 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

Bottomline: Marjorie was VERY helpful and professional! My wife and I went looking for lamps and Marjorie went out of her way to find the lamp we wanted and actively called other stores to see if they had any in stock. We also changed our order in the middle of a call, and Marjorie graciously accommodated us. We are very thankful for her professional attitude and sercice. read more

I'm so sorry I didn't carefully read the reviews before I ordered from them Horrible customer service After paying and ordering stuff not here Can't get a call returned Taking months Stay away from any furniture read more

I had an unpleasant experience here last week. This Pottery Barn is located in the heart of Downtown Santa Monica, so it's not an easy location to get to. I arrived around 11:30 after parking two blocks away. I walked carrying a box with a return. When I walked in, the saleswoman who was helping someone at the counter was kind enough to take my box and offer me water. But it's downhill from there. I stood there for a while waiting while she was on a walkie talkie ordering someone to run up and down the stairs to get pillows for the customer she was helping. There were other people on the floor but I just stood there and waited. She seemed flustered and irritated when I asked if anyone else could assist with the return. She finally got someone to help me with the return but had to let me know he was part of the "visual team" um? Sorry I don't care. She was pissy and rude to me and acted like I was burdening her. No, sister. It's the other way around. It's a burden that your product doesn't work and that I have to come there and stand there and wait a long time while you assist someone else and not once say anything kind, such as "I'm the only one that knows how to work the computers, I'm so sorry there is a bit of a wait. I apologize" LAME. Now, I gotta get her name. Her boss needs to set her straight. read more

I know I just walked in from a bike ride, and not from Banana Republic, but I certainly had money to spend. Screw this place. Not one employee was friendly helpful. No one greeted me. I had questions. I had to ask for help with a bed quilt size and simply got a "yes" for an answer. She walked away right after. Ok so I guess they had no interest In making a sale on this fine early Saturday afternoon? I've spent loads of money on PB furniture & drapes & accents over the years, but not anymore! Sorry PB, you and overpriced made in China bs & your rejected Banana Republic workers can go suck it! read more

I ordered a bedroom set a few months back that kept on being backordered, and as frustrating as it was, Celeste in the design studio has gone above and beyond for me, helping me find another set and also issuing me a discount because of the inconvenience. She has been so attentive and sweet throughout this whole process. From what could've been a disaster she made it such a pleasurable experience. I am even more happy with the new selection of furniture than I was with the previous set, because of her! She's great!! Thanks PB Santa Monica, and thank you again, Celeste... read more

This is generous. But, given that at least Tony the sales rep was professional I will give them this high mark. He is the only thing that saves them! However, everything else from the delivery process policy to the non-helpful people answering the phones for both delivery and furniture get a big fat 0! a BIG FAT NOTHING! My husband and I purchase an entire media suite, an entire office suite, and a rug on July 18th. ALL pieces for the media center came in within one week. HOWEVER, it is August 9th and according to the numerous reps I have spoken with POTTERY BARN's policy, they CANNOT split deliver an order. How ineffective and ridiculous is this standard of practice? What happened to even basic customer service? What's holding up my delivery? One piece of the entire office suite that has NOT arrived yet for whatever reason. Oh, you may be wondering about the rug? I was told two weeks after I ordered it that it would actually come in late August. Go figure! We moved into our apartment Aug. 1 with the understanding that both our media and office suite would be delivered by then because our household goods were coming on Aug. 3rd. Instead, on July 29, I had the opportunity to speak with a rude and non-helpful delivery representative who stated they could not split deliver my order (my media center... remember... was complete at this point sitting in a warehouse) because Pottery Barn does not want them to do this. Really? How absurd is this? It bewilders me that I even have to try and understand what would be the reasoning for such a non-effective procedure. It causes grief and suffering to the customer, resulting in really horrendous customer service! I have been calling and calling to have the completed item that I paid for delivered to me... I repeat, I paid for.. and the entity I purchased it from is HOLDING IT HOSTAGE!!!! Be very cautious about purchasing items from here. - read more

This Pottery barn is great and well laid out. I went in this store not so long ago for some new flatware and there beautiful halloween decor. The young man who helped me with my purchase was fantastic. ( I cannot remember his name but he has a little afro and a slight accent) He was not pushy at all and made my experience great by helping me decide what to choose and reconfirming my selections. I definitely will be back. The only down side is parking but thats all of santa monica :) read more

Customer service is outstanding. We spoke with Laurel by phone prior to visiting the store. She checked to make sure the dining table and chairs that we wanted to see were indeed at this location. The store itself is beautiful. We were helped extensively by Anna. Anna went above and beyond by finding an additional item we want to purchase at another location. She spoke with an associate at the other location and made sure it was going to be held for us and wrote all the particulars for us so that all we need to do is pick it up. Tony, the manager, was also so welcoming and helpful. Great choice for a shopper who appreciates being treated as a valuable customer. read more

We stopped in to browse and ended up walking out with some beautiful pieces for our home. This was 100% due to a salesperson by the name of Steven. He was so beyond helpful and so sweet. Pottery barn- hopefully you realize what an asset you have in Steven!!! read more

I love this store, and the helpful-but-never-pushy sales staff. I love every item I've purchased here, including one that a sales person helped me find online when they didn't have quite what I needed in the store. I have some at home and some at work, because the designs are so versatile. Also, the store is always clean and displays maintained well. read more

Don't even bother going here. The product is overpriced and poor quality. Not one sales person will help you, they know nothing about design or style. Go to West Elm right next door, you will have a better experience. read more

After finally locating the new spot for SM's PB we went in looking for a specific item but had no luck. I don't know if it's the season or the new store, but this one didn't seem to have any of the good little gift type items the other location on the Promenade used to have. No little candles with initials or sets, or jewelry boxes. All home decor, but looks to be similar to the old location. Not even sure why they moved, perhaps business wasn't as good down at the end of the Promenade? Staff was friendly and helpful and parking near the store is fairly easy if you're not going on a busy and sunny weekend. read more

Darlene is the most amazing working person I've ever met! I placed an overnight order via phone, which ended up at a wrong address. Not only the address was wrong, but the item itself was the only one available in the states before being backordered for other two months. I needed to have this order the very next day. UPS could not reroute the item since it was an error produced by PB. After being on call with several different UPS and PB service techs, I was very frustrated and I totally lost faith that my order would ever make it to my home. I went to Santa Monica PB to continue shopping and I only mentioned the unpleasant incident to this lady, Darlene. She then took this matter very seriously and asked me to sit next to her, by the registry, while she was hustling between customers in line, placing orders on computer, paging colleagues in the store, while speaking on another line with PB's higher entities in regards to my misplaced order. She not only recognized this was a mistake initiated by PB, she did not stop asking one supervisor to another as to how to block the UPS shipping and to reroute the package to my home. She went way beyond my expectations. She also finalized this situation with a full credit for this products. I finally got them to my home, on time, and for a full credit. Darlene has amazing skills and she is very kind, persistent and humane. If you have any issues, she is definitely the right person to ask for help. PB should use her skills for training other customer service employees! read more

PB in Santa Monica has always been a 'go to' for me finding gifts. I can always find something charming and useful, and they have a really nice free gift wrapping service. Customer service has always been very attentive and knowledgable. Joe helped me last time I was there and was great. read more

Briefly I write, Michael @ Santa Monica Pottery Barn is just a "charm of a guy" and absolutely the best!! While the parking on 4th street is a challenge at times I shop at this store for so many great reasons!! Steven the general manager along with Michael set a tone for this store overall that each and every time I go in as they greet you by name (genuinely they do this) I leave sometimes hours later bags in hand knowing they have given 150%. In this day customer service is not what it use to be but I happily write, customer service @ Santa Monica Pottery Barn is as good as it gets!!! read more