Pottery Barn

I have to give this store 5 stars because the folks that work here are very nice, always remember you and are helpful. It’s not a perfect store — when they are busy they can use more people. I also had an incident with a crib I ordered here — basically a damaged one came in and they forgot to order me another one. Definitely a screw up on their part but they more than apologized when I called and offered me a discount to compensate for my inconvenience and I didn’t even have to ask for it.

Walmart level customer service at this location. From the Manager down. I will never shop here again and I’ve been a loyal customer of PBKids for the last 7 years.

Very disappointed in Pottery Barn. My home is primarily furnished with furniture, light fixtures, art, nick knacks … from PB
Having some remolding done and one of the workers broke one of the glass shades on my Veranda chandelier. I went to my local store to BUY a replacement and was told no, they would not sell me a new glass shade!!!
Now what ???
Just an FYI PB Restoration Hardware would have replaced light shade happily.
Suzanne.

Came here on a busy saturday night and they have ONE employee running the entire cashiers desk. Shes super slow and not trained well because she keeps going back and forth for things and is fidgeting around on the computer. This does NOT make me want to come back here ever!

Great customer service and support. Had a problem with some drapes and Rebecca did everything she could to make it right!

Came for «story time» with my daughter on Tuesday of Thanksgiving week as her preschool is closed. Called ahead to ask and confirm that «story time» was being held at 11 and was told it was. Walked into the store at 11:05, literally 11:05 and saw an employee working there. Asked him where «story time» was and he said it was over. I thought I must have lost my mind. I looked at my watch and confirmed on my phone that was 11:05 and I told the employee. He said «yes, story time is over, they read the books and gave stickers. But if you want I could ask the person who read the story to come and read your daughter a story and give her a sticker.» I think I just kept saying «but it’s 11:05» at least 10 times and my daughter looked so confused. The person who does «story time» came out, said «who’s the little girl who is crying because she didn’t get a sticker.» My daughter was not crying and she certainly could not have cared less about stickers. Anyway she read a book to my daughter and another little girl who had also been jipped in about 2.5 seconds, slapped some stickers on them and left.
My head was spinning for a little while. I could not understand why they would even advertise that they had a «story time.» Every story time I have ever gone to is at least 30 – 45 minutes. What is the point of a story time that does not even last 5 minutes? I am not sure. The mother of the other little girl also felt the same way. Thankfully there were some toy dolls and doll houses for my daughter to play with. She enjoyed that for about 15 minutes while I tried to pick up my jaw off the floor looking at the prices. There was a bunkbed in the shape of a dollhouse with an area underneath for toys/desk/etc…for over $ 2000. It was nothing special. They also sold dolls that were clearly trying to imitate the American Girl series and those were over $ 100.
I give them two stars because their items are very cute. I love their blackout curtains. I cannot deny that. But the prices are outrageous and they should just eliminate their so-​called story time, it’s just embarrassing. Is it a just a ploy to get people to come into the store? Are they that desperate? I don’t understand.

The manager Romano is very helpful as is Rolando, however there is a serious disconnect between their after-​service/​customer service department called Design Studio. If there is a problem with your furniture you have to call them, however it has been next to impossible to get the lady assigned to my order number, to return my call to schedule a cleaning on my sofa, which had dirty finger prints on it on delivery.
It is a matter of don’t call me, I’ll call you. I have called the store many times, gone in in person, and they make calls to customer service for me, promising me that someone will call back within 24 hours. Why can’t they just get the person on the phone for me while I am there, or while I am on hold? What kid of way is this to run a business?

Wow, pottery barn. I’m absolutely disappointed. Not necessarily with this location exactly but I don’t know where else to put this.
I placed an order for a trundle bed in this store two weeks ago to have it delivered and assembled yesterday.
However, yesterday the delivery men said «we don’t have enough time to assemble the trundle part of your bed but we will assemble the main bed.» I stood there bewildered as to how anyone would think it at all makes sense to anyone to only half assemble the the bed and then leave. I immediately called customer service and they assured me that the delivery men were in the wrong and to tell them to stay and assemble the trundle. I relayed this message to the delivery guys, they refuse and quickly leave with still a half assembled bed.
After 40 minutes on the phone and the customer service lady kindly trying to get ahold of these delivery guys it ended up with me having to wait for another phone call this upcoming week to set up assembly for the trundle part of this bed. So hopefully that phone call will be happening soon.
I’m so disgusted, this is a complete waste of my time. I cannot believe pottery barn and their employees treat customers like this.
Although I’ve bought a lot of furniture from PB (and had my pottery barn wedding registry there recently), I will think twice ever getting another piece of pottery barn furniture delivered to my house again.

Never greeted or asked if I needed help while in the store. Love PB Kids as a brand, but don’t expect any assistance at this location.

I have been a loyal customer of pottery barn for 20+ years through 6 states and many moves. This is by far the worst customer service I have ever received. Time and time again. No one can give accurate time frames of orders and I have to physically walk into the back warehouse to speak to anyone and then they still can’t help track orders and get them fulfilled. Very frustrating and very disappointing. I have started taking my business to Restoration Hardware. It’s worth the money to not have the headache.

Potery barn kids has really bad customer service. They hardly have any furniture in their stores and if you decide to order something sight unseen it then takes a month to ship. We ordered some nursery furniture and couldn’t get anyone to tell us how long it was going to take to arrive. After 3 or 4 weeks and about 8 calls and a few hrs on hold we arranged for a «white glove delivery» ($ 200 and the only option) and sadly there were no white gloves. Actually the piece arrived damaged and the delivery persons tracked all sorts of debris and leaves into our house. When we called to see about getting the damaged piece replaced, the store employee hung up on me. Maybe it will get replaced, maybe not. Only time will tell.

Rolando is amazing!!! I live in Hollywood but the customer service is so amazing I don’t mind making a trip to Manhattan! Thanks for my amazing croc set tables

The customer service in this store is severely lacking. I work nearby and frequently stop as I’ve just purchased a new home and am decorating. The last two times I’ve been in sales people ignore me and walk past me. They help others around but I’ve spent 10+ minutes in the store both times and have not been spoken to. I am in my early 30s so maybe they think I don’t have the money to spend but it’s their loss. I almost spent hundreds on this trip and decided to just walk out due to customer service alone. Rude sales people. Avoid at all costs!

Avoid the Home Design services department like the plague! It took forever to schedule an appointment with them, then the designer never showed up.
When I called the store to ask what happened, they put me on hold for two extended periods of time. When the guy finally came back, he said the Manhattan Beach store was too busy and had fobbed off the gig on the Santa Monica store. «They were supposed to call you, but the person who was supposed to call you has been out since Tuesday. They left a note on her desk.»
What a joke. I can buy a $ 1000 desk elsewhere.

Well I was so very happy with my purchase of the Eliza tufted bed until it arrived. Nothing but problems to much to even discuss. Went to the store and spoke with the girl who I ordered it from told her the story still waiting for the problem to be fixed. Had enough run around with customer service people finally told them to come pick it up and credit back account. Seems like the customer service just doesn’t care about anything. So if your planning on buying any furniture be aware they don’t care and you may not even get your stuff assembled together properly. Sad to say I am done buying expensive furniture here.

Very disappointed with customer service. I go into the store to return a defective item that I order online. A man (Romano) was helping me. He said that he wasn’t sure if this item was available and that he would call me the following day at 11:00 am. The next day I waited for his phone call all day no response. I call the store a woman gets on the phone she was very rude and short. She told me that (Romano) had the day off… I was super pissed because you don’t make promises to customers that you can’t keep. I asked if she would check and see if (Romano) had placed the back order she gave me attitude and couldn’t help me. She told me to call the catalogue. I couldn’t believe what she told me when I was already calling her to get the information. This lady needs to get off her high horse. I love pottery barn but I am very disappointed with the lack of communication and customer service at this store.

Okay this is for an online purchase. But they don’t have anywhere to post an online review. This is my first and last purchase with Pottery Barn. Having just moved into our new home I started ordering furniture with the PB 15% Moving coupon. The shelving units were on sale and I used the coupon. The price in my cart seemed to mysteriously increase when I paid for the shelves. I did not check the confirmation email and 10 days later noticed the higher price on my Visa bill. Too late to cancel the order. They were sent anyway and when I went online to figure out what happened I see a much lower price for the same shelves $ 200 lower with the same coupon. SO I called and spoke to a nice gentleman who told me Pottery Barn does not adjust pricing after you buy, unlike most other stores. So tough luck on me. It’s unfair that I can’t get a price adjustment. I have bought a ton of stuff remodeling this house and I’ve never had a problem with a price going up in my on line cart as I made the purchase. It’s my fault for not checking the confirmation email. But PB’s fault for playing hinky with my purchase price. I may toss them in the car and try and get a PB store to take them back. But I’ll still be out the $ 75 shipping. Room and Board has a nice set of shelves for more money, but they are easier to deal with. And made in America!

Compared to other PB locations, this place is a dream. They are better stocked, and the service staff has an acceptable balance of knowledge and attitude.
Ordering from Pottery Barn is not great, so I try to use alternatives when I can. But sometimes the price and style can’t be beat.

I went to the Manhattan Beach Pottery Barn looking to buy stuff that they have on the website, I wanted to buy a men robe they didn’t have one, I bought a photo frame so I ask for the photo frame box and they didn’t have one… Service was very slow and I ended up buying the frame for a Christmas gift without wrapping paper a nice box or anything, they just place it on a paper bag.
I’m not coming back.

Bought 2 sheet sets on friday ¹¹⁄₂₈. Two days later, 11/​30, they were on sale, for $ 30 less than I paid. They refused a price adjustment. It was only 2 days later. Very disappointed, I likely will not shop there any more.

POTTERY BARN IS OPEN!!! they are in the space where the GAP used to be and opened friday. their new phone number is (310)545−2751. pottery barn kids is in a temporary location and will be moving to a larger space (thank goodness). the temporary space is half the size of the old store… so good news all around!

I love Pottery Barn Kids! The employees are always so helpful and friendly. I am so glad we have a PBK at Manhattan Village. We are increasingly shopping here more often.

Ive only really been to the PB at the 3^rd Street Promenade (its no longer there) and have had decent service. I only needed to contact 1 – 800 once on them for the same thing (Snotty attitude). National HQ handled it superbly.
Here’s how it went down at the PB in Manhattan Beach mall:
4 Stars for their furniture, hardware, rugs and «nick nacks».
–2 stars for their blatant disrespectful customer service.
Really…snotty attitude like I don’t exist? As a consumer all I ask for is «Hello» and «Please let me know if you have any question» thats it.
I don’t want to play the race card, so I’m going to write this off as the male employee working on 12÷9÷12 after 5pm as an asshole. I come here to buy things that I like in my home… Im a buyer and a fan. Ill go to Restoration Hardware (its owned with PB, I know this) next time or shop on line so I don’t have to deal with this staff.
This is infuriating because Ive made purchases at this store before (a rug, hardware and bedding’s etc). And I was more than happy with the service.
Better luck next time I guess.