Pottery Barn — Local services in Brea

I recently purchased a bunch of merchandise from this store and online. First of all, I understand a 30 day return policy but I also understand GOOD customer service and not lying to customers to avoid upsetting them. They returned some of my items to my credit card but when I got home from a trip, gift cards were in my mail for the other purchases. Why would you return some and not all? This was AFTER I brought back over $200 worth of merchandise I realized I was not charged for and I thought I should do the right thing and give it back to them. I tried to resolve this with Pottery Barn customer service and their first response was "I'm sorry I can't help you, you'll have to go back to the store". After a 45 minute call trying to get this sorted I get a "supervisor" on the line and she said sorry there is nothing I can do. We are not going to help you." She would not put me through to management to get further help so I had to hang up. This is POTTERY BARN, not the 99 cent store! I am appalled and frustrated. They should have just told me the truth at the store, and I SHOULD have kept the merchandise I brought back because I discovered I had not paid for it. I have been googling Pottery Barn since this call and am shocked at how poor their reviews are and now I get why. Really poor customer service, dishonest stores, no loyalty to the customer. I am a designer and I will go out of my way to not buy from Pottery Barn and the whole Williams and Sonoma family again. Thank you Wayfair and the 1,000...

I wanted to take a minute to share my experience at this location. Lisa and Erin the manager went out of their way for me to help with my order today. I placed an order online for store pickup. I spent 35 minutes trying to find the store within the mall, I would suggest they get better location since Pottery Barn is a favorite of so many people. However, by the time I finally found the location the store was closed. My heart dropped because I really needed my pillow cover because I have guests arriving tomorrow. I knocked on the door and was about to call the store. Lisa came to the door and she asked how she can help me. I told her I couldn’t find the store and I was simply picking up an order. I also purchased a blanket for a gift and forgot to select gift wrap because I was rushing to place my order. I asked Lisa if I would pay for the gift wrap and I would assemble it at home. She took my money and when she returned she said her manager had already closed the registers but gave me a box with wrapping paper. She said her manager Erin said Merry Christmas. I was so surprised with both ladies kindness and willingness to help me. It really warmed my heart and I’m so thankful for their outstanding customer service. Thank you so much and Merry Christmas! You both...

I recently had an unfortunate experience with the general manager, Tiffany, at Pottery Barn, which has left me questioning my loyalty to the brand. I encountered an issue with an advertised promotion, but instead of receiving the helpful customer service I expected, Tiffany was argumentative and dismissive.

Rather than offering a solution, even a small discount to acknowledge the error and maintain my satisfaction as a customer, she became defensive and tried to shift the blame, suggesting that another customer may have misplaced the sign. This felt not only unprofessional but also disingenuous, making me feel unheard and unvalued.

As a loyal customer, I found her unwillingness to set pride aside and offer even a minor concession disappointing. A bit of empathy and a small gesture would have gone a long way in retaining my business, but unfortunately, Tiffany’s conduct has made it clear that customer satisfaction was not her priority.

I hope Pottery Barn reconsiders its approach to customer service and ensures that all representatives, especially in management positions, are equipped to handle issues with professionalism and a...