Pottery Barn — Local services in Mission Viejo

The in-store employee my husband and I worked with on our recent visit has caused us several headaches. We went in to purchase a full set of nursery furniture ($$$) and when checking out, we asked about a military discount. She told us that they don't offer a military discount, which isn't true--all PB stores offer a military discount in-store(but I didn't know that until a week or so after). We also explained that we'd want a split delivery to get our crib and changing table first because the custom items we ordered were going to be available too close to our baby's due date. I called the store back a week later to ask about my military discount and spoke with the same woman who originally helped us. She said that they don't offer military discount on items that are already on special but she could offer it on our crib mattress(still not sure why she gave us incorrect information originally). I had to point out that our custom ordered furniture also wasn't on special. She then agreed she could offer it on that too--but I'd have to come in to get my money back after everything was delivered. Overall - absolutely no willingness to help us save money or make this inconvenience that she caused easier on us. Then second, I contact online customer service(which is fantastic) to ask about the delivery of our first shipment and learn that a split delivery was never requested. If you're looking to make an in-store purchase, go elsewhere or just work with the online team who is far more helpful. It's unfortunate that I still have to go back in store to get...

I’m not sure how to write a review that would describe my experience with Pottery Barn without sounding like a disgruntled ex-pottery barn employee or that I’m trying to create drama. My Original order was for an 11 piece Huntington sectional that took place May 21. It’s now July 19th. Half the original order showed up wrong. It took several weeks and the new “replacement / correct” pieces arrived and they are exactly the same wrong pieces. I now have 16 pieces on my patio and frustrated delivery guys who were never told that they were to deliver new pieces and pick up incorrect ones. At that point, I want them to take back all of the pieces and just do a full return but they don’t have room on their truck. They took back all but 6 which still didn’t match. It’s now been another 10 days and “Pottery Barn furniture team” says that in their system I still have 11 pieces. Two months, $8k+, 20+ calls to customer service, 10x “Sir our delivery team will get this done”, 2x “Sir the furniture must be clean and returnable for a full refund”......blah, blah, blah.

Furniture still on my back patio....

RUDE ASSOCIATE. BAD SERVICE. I placed an order for a chandelier with Sherry this morning, order #302962333670. I called in at 6:35pm to change to the larger size. A woman with a shaky voice answered the phone, said I would still had to pay for the shipping for both old and new orders although they were shipped to the store. I didn’t think that was a fair policy (I’m surprised they haven’t gotten a lawsuit on this). The woman had no courtesy to help or find the options for me as a customer. She sounded completely rude and mad and HUNG UP THE PHONE ON ME, HER CUSTOMER. I called back, she answered the phone immediately. I asked “Did you hang up the phone on me, your customer?” She was silent. I asked to speak with the store manager, she said that’s fine and put me on hold FOREVER. I wonder if her associates could over hear the conversation. What a RUDE person she was. How could Pottery Barn hire that kind of unprofessional behaviors. Bad customer service can shut down...