Pottery Barn — Local services in Pasadena

First off, the shopping experience in store was excellent with great customer service. However… we ordered the Arcadia media stand to have it delivered to doorstep(I was going to assemble). We patiently waited a month for the piece. The first time they came to deliver, there was no notice, no call ahead so when we arrived home at 8:56 am on Sunday there was a note saying “Sorry we missed you etc” timed 8:45. We called but it was too late for them to came back. The second time they delivered there was a call ahead and we got the box. I realized that the product name on the box (Bryant Media Stand) did not match the name of the piece we bought (Arcadia media stand) I searched the Bryant media stand and found it multiple places for $300 less plus free shipping. They gave us a full refund and arranged to pick up the item which is good but I would have preferred a price match so I could finally have something for my tv to stand on. They refused to price match. You would think a large corporation would want to try to keep a customer or be able to private label their goods. Not so. Before you buy from Pottery Barn, search for the same item elsewhere. We now have the same piece on order from...

I went with my partner and teenage niece and her partner to the store around 11:30am yesterday morning. The store had only one other person it who was shipping. We were not greeted in the 10+ minutes we there. My niece sat on a sofa waiting for me to try and find someone to help. Finally we went up to the two women behind the register who were not helping anyone else. I had a question about ordering a custom ottoman for my custom sofa that I had to receive. Overall the conversion was rude, combative, and ultimately unhelpful. I told the ladies that we weren’t communicating well and I would go elsewhere. One woman was certainly more helpful than the other but deeply overshadowed by the other person. Had this been my experience when I was looking for a sofa, I would never have bought from pottery barn. Luckily the team at South Coast Plaza is incredible. They were beyond helpful and let me linger, measure, and ask a million questions which ultimately led to my sofa purchase. I will never go back to Pasadena location. District Manager: Perhaps a secret shopper or two in there but you have a serious customer service problem. I certainly hope they didn’t treat me poorly because I was young...

Really frustrating experience at this PB location. My husband and I were putting in an online order for an item that we lost along with our home in the recent wildfires, and the woman at the register was the most unhelpful and unfriendly person. She rushed us through the entire process like we were wasting her time, even though the store was nearly empty. We were just trying to make sure everything was right with our order, and instead of offering any kind of help, she seemed annoyed that we were asking basic logistical questions. She charged our card without telling us the shipping ETAs for each item (even though we asked and she dismissed us), so she ended up putting in an order for an item that is not coming for another three months. If we had known that before she placed the order, we would have picked a different item to come sooner since we explained that we needed furniture for an empty house. Then she tells us we have to cancel our entire order, a huge inconvenience in addition to everything else we are dealing with right now.

It was just a terrible customer service experience, and it left a bad taste in my mouth. I’m really disappointed, especially as a...