Lisa Mika Chan2 hours agoFrom
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 service as well.
George Villagran2 hours agoFrom
Helpful staff but HORRIBLE logistics and delivery experience. Delivery and set up guys were quick with stairs, set up, and clean up. Purchased 3 bedroom sets right after thanksgiving with an after-Christmas delivery target. I figured, 3 sets, 1 delivery, one day dedicated to pottery barn BUT that is the last thing that happened. I booked, in stock, and received confirmation of 1 date delivery for all 3 sets and what happened was the complete opposite. First delivery of ONE nightstand, via UPS, 2 days after purchase, NO white glove service. The night before delivery I received a call that items were out of stock. One full bedroom was delivered on schedule, very pleased. The second bedroom was delivered on 3 different days and completed/built at end of January. At this point, I canceled 3rd set. Very disappointed and a waste of time.
Tofu Man2 hours agoFrom
Natalie was the BEST!! She was very friendly, prompt, and genuinely nice to us during the whole time. She is a perfect example of how an associate should be in every store. Thank you so much for assisting us with the curtains.
Main location3333 Bear St Ste 150 Costa Mesa California 92626 US(714) 966-2482
