Pottery Barn — Local services in Santa Monica

July 15 i ordered a $5000 king size bed w storage drawers. it's a huge item that had to be custom made and took 4mos to receive. i chose doorstep delivery but called several times to make sure i could be home to receive it since i work almost everyday. i was reassured each time i'd receive prior notification of delivery and be asked to schedule a day/time when i could be home. i never received an email, phone call or text but instead, 4 mos later i received a notification fm my alarm co that there was activity on my property. i saw men dropping off HUGE boxes in front of my door w no one home. i figured out it was the bed, called right away and at first the rep was appalled that this was happening. after putting me on hold, she then said i chose doorstep delivery but i told her that doesn't matter, i'm not asking you to assemble it, bring it upstairs or even bring it inside, you can't just drop off a $5000 custom bed w/no one home to sign for/receive it or even check the outside of the packages for damage. she connected me to delivery, i told them i won't be home til 7 and they cant just drop it off w no one home but i'd be home all day the following day. i told them i'm not going to be responsible if anything happens but they refused to pick it back up and deliver it when i'd be home the next day. this is outrageous, i just ordered a $200 coffee maker fm amazon that they wouldn't deliver without me giving them a code but PB drops off a $5000 custom bed with no prior notification, no opportunity to schedule delivery. i also ordered 2 small nightstands fm RH for less than $2000 that they won't deliver unless i schedule it. i wasn't asking for anything other than prior notification by phone, text or email and for an item that large and that expensive fm such a large co, you'd think they would have a system in place for that or at least have accommodated me after the fact but they basically hung up on me. WORST CUSTOMER...

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...

Had a great experience shopping for bedroom furniture today. Tony was extremely helpful with answering all our questions but also helped us find fixtures that weren’t in the showroom. He very smartly asked to see pictures of our space before suggesting items on the website. He clearly knows what the company offers and does a good job selling items we could buy on our own. The only reason we can’t give 5 stars is because we were approached but another sales woman (Seba???) after Tony started to help us. She made it clear that Tony didn’t work in that section and she could help us instead. Really wanted to tell her, “Well, obviously he DOES work in that section because he just sold us a bedroom set. You walked past and didn’t even acknowledge us until he made the sale!” But, i didn’t - I came to buy furniture not get into an argument. Very unprofessional and disappointing. We’ve never had that experience in a Pottery Barn before. That said, everyone else...