Pottery Barn - Mission Viejo, California

Brianna G.

We saved for months - felt so excited when we finally pulled the trigger on the farmhouse canopy bed. To be able to afford high end furniture felt like such an accomplishment. Turns out the quality is horrible. Canopy was squeaky every time we made the slightest move. It took them a month to come and replace it. Then a few months later the entire bed snapped beneath us. Not even joking! And no, we are not overweight. Mind you we have owned the bed less than 6 months. It’s been over TWO MONTHS we’ve been sleeping in the floor waiting for a replacement. IKEA would have the better move. Really disappointed. Giving two stars because at least they are trying to replace it and make things right…

suzanne S.

We came into the Pottery Barn in Mission Viejo near us and were greeted by lovely staff member.

He introduced us to a lovely woman named Lauren Schubert, who was so kind and helpful to us, which was wonderful since I have mobility issues and immune issues.

She saw us with masks and offered to put one on to protect us.

We would recommend her to anyone looking for fabulous customer service. She was patient and professional as well.

Suzy and Stan S

Das S.

This review is solely towards most, but not all sales associate at this store. My experience here the last few times have been unpleasant. The sales people are not helpful and extremely extremely rude. Whether you buy $20 item or $100 item. Poor customer service.

Alice E.

This location does a good job keeping their expensive items that are not on sale very organized and easy to go through. The cheaper/ clearance items tend to be left in constant disarray. I think this is done intentionally to discourage people from shopping the clearance items and moving to the more e expensive products because it’s easier to search through. The staff here can be hit or miss too

Natalia R.

I purchased a backpack online from Pottery Barn Kids. It was shipped to this location for pickup. My son decided he didn't like the backpack (never used), but when I tried to return it, I was given the most difficult time. First I was told that the item was on clearance so they couldn't refund my money. This was not shown any where online upon purchase. Female assisting said, it was only visible on her end, which doesn't make any sense. Next, I was told that they would only be able to send me a gift card in the mail, subtracting a "shipping fee." However I was never charged a shipping fee initially and when I explained this, she refused to refund me back the full amount. In fact, she told me I should be satisfied for being given this amount, because she had the right to give me no refund at all. I am extremely dissatisfied and will not be shopping here again. Customer service was rude and arrogant.

Betty B.

I waited for 15 minutes just standing by the register before someone noticed my existence.  It wasn’t very busy, hence the empty register, but still… no employees in sight.  Not sure how a business like this stays open.

Katherine C.

First time buying from pottery barn and last. I used a gift card to buy bedsheets that became 40% off a few days later. I called customer service to see if they would do a price adjustment as is common with many retailers and they said no. So, I went into this location to return the sheets and repurchase them at the discounted price. The employee told me my refund would go on an “e-merch card” which would arrive to my email in the next few days. I asked that my refund go on a physical card that I could use while in the store, but was told they couldn’t do that since my return was from an online purchase. While the person helping me was friendly, the pottery barn policies are very frustrating for consumers. Other retailers offer similar products without the hassle and with much better customer service.

Claire D.

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 my money back.