Pottery Barn — Local services in Costa Mesa

I agree with comments about poor customer service. The employees at the cash register never look or seem cheery or welcoming, just dour and exasperated. This Christmas season I had the single worst online customer service experience I've ever had with any online ordering from any retailer. I was not informed my item (silk scrunchies, multi-colored) was on backorder from the website, and was only informed of this after I received my purchase summary email. If I had known, I wouldn't have ordered the item as a Christmas gift. I called customer service Monday 12.10.18 (there is absolutely no way to file any customer questions online, via website or via email) and they gave me a bogus tracking number on the item that didn't exist, and told me that the item would be delivered for sure on Wednesday 12.12.18 (this was also emailed to me as a confirmation). I called Saturday 12.15.18 after receiving nothing yet, and used the automated tracking system which told me the item could be expected in MAY 2019! So I called customer service again today (12.17.18) and was placed on hold for 10 minutes before being transferred to 3 different customer service phone reps (the first 2 didn't seem to know how to put in a request to cancel shipment of the item so I wouldn't be charged). Only the 3rd rep was able to process this request. I wasted 30 minutes on the phone being placed on hold and speaking to clueless unhelpful reps before I finally had my request honored. Message to Pottery Barn, get with the program, if you can't match the customer service standards of other online retailers with their efficiency in order fulfillment and logistical quality control standards, don't even bother offering an online marketplace to the public. Pottery Barn wants to bill itself as a "high-end" retailer, so they should reflect that in their...

I’m extremely disappointed with the level of customer service I received from Pottery Barn. What should have been a simple furniture delivery turned into a frustrating and time-wasting experience. Now I'm noticing all the negative reviews about the delivery on the Google. I wish I knew it before I made the purchase.

I recently visited Pottery Barn at South Coast Plaza and purchased a bed in person. The employee assured that the bed was in stock for immediate delivery. However, on the scheduled day, no one showed up. After waiting the entire Saturday at home, I found out the delivery had been canceled — and no one even bothered to notify me. I later learned that while they had the bed, the headboard was missing. This critical detail was never communicated to me ahead of time.

To make matters worse, the customer service I dealt with was rude, unhelpful, and showed little concern for the inconvenience they caused. There was no accountability, no sincere apology, and no effort to make things right. The lack of basic professionalism and care for their customers is unacceptable.

I've been a customer/fan of Pottery Barn for many years. I wish this didn't happened. I learned it hard way that this company has absolutely no interested in improving customer service.

Pottery Barn is out of my list and will make sure to let my friends know about my...

I've shopped at Crate & Barrel, West Elm, CB2 and Restoration Hardware and Pottery Barn South Coast Plaza takes the cake for the worst in-store customer service ever.

We ordered some patio furniture in store ($6,000+ order) and we received conflicting information regarding the delivery date, so we requested further help and the manager Corrine gave us a call back and told us that she would look into it. I called back 3-4 times over the course of over a month and left a message for her each time, requesting a status update. I never heard from her again.

Instead, I heard from Potttery Barn Corporate, a nice lady on the east coast. What is the point of shopping in-store? Other furniture stores provide a personalized experience with an assigned sales associate, who will absolutely call you back within 24-48 hours.

Save your time and energy and just order online. I've never been blatantly ignored like this by in-store staff, and I find...