PBteen South Coast Plaza

Ordered a bed for my 7 year old daughter on 8/12/2022. The order was cancelled twice and restarted, without any notification to me. Delivery was finally made on 2/5/2023 and it is missing hardware to put the bed together. The delivery team left the bed in pieces in her room, and called the delivery hub to report the issue. No call back from the delivery hub after 24 hours. I called their number and was told they can only email the warehouse to investigate, but cannot call for a status and we have to keep waiting for an unknown amount of time. In the meantime, my daughter has to sleep on the floor, amongst the parts of the bed. Called PB Teens customer service, asked to be escalated to a supervisor. After 1 hour wait, they hung up on my call. This is the "white glove" service we were obligated to pay for. It is unacceptable and will never shop with them again.

Made an online order a month ago. Sent emails to get updates to pbteen customer service and no one ever replied to me. If you send an email to Pottery and Barn to understand why their teen department is silent, they will send an automated reply stating you have to email to pbteen…Horrible customer service. Never received my item. First and last time I am using Pottery and Barn Teen.

If I could give a zero I would. I have only given 3 online reviews ever, 2 of them great reviews, this one bad. I am extremely dissatisfied and disappointed by my recent experience with Pottery Barn. I purchased a desk months ago, knowing that it was going to take a while to arrive since it wasn’t in stock. I also paid extra for in home delivery as well as assembly. When it finally arrived after the time it suggested on the delivery day, the delivery guy let me know it was damaged AND didn’t have the parts to assemble the hutch to the desk. The desk was not in a box or covered while in the delivery truck with many other items, no wonder why it was damaged. Why wouldn’t they AT LEAST wrap it to prevent other items from hitting it?! I called Pottery Barn and they said to keep the desk until a new one arrives, then they will pick the damaged desk up when delivering the new one. I said I would like them to take off the delivery and assembly fee I paid extra for since it was delivered damaged and unable to assemble, because it was also missing the parts. They said that they couldn’t at this time, MAYBE they could process that as a suggestion when the new one arrives, no guarantee. I would also have to wait several more weeks for the new one since it is no longer in stock. This seems like an awful lot of waiting and a high cost for a mediocre quality desk. Wouldn’t buy from them again. So frustrating.

Poor Customer Service, yet I had a great experience ordering and designing my daughter's room with the wonderful people at this store. I've been ordering from PB for years and have had a myriad of delivery service issues which takes away from a 5 star endorsement. Only because of the great people at South Coast, have I not given PB a one-star rating. Here's my saga: Quality is spotty, I'm still awaiting resolution on a writing desk that had an uneven finish on the surface. I checked after a month with furniture delivery and it wasn't even on their radar. I'm about to do so now that it has been another 2 months. I delayed ordering a side table because I bought a display item that was missing a knob. Even though the furniture delivery folks were notified about finding one....I never heard back. After 6 weeks, I finally ordered the side table, only to be told that I now have to wait for a February 2022 delivery. This was followed one week later by a notice that it in fact had shipped! After 2 missed delivery dates, it was clear that UPS had lost it in Texas! When I contacted PB customer service, I was told that I had to be the one to make the claim. This is quite a process - setting up a UPS account, providing documentation, etc. etc. After 2 days, UPS notified me that they had cancelled my claim due to a lack of a description!!!! At this point I called Capital One, who is PB's partner and they were wonderful!!! Finally!!! They credited me immediately and are investigating. The only problem is that I still don't have a matching side table......with a matching knob.

I used to be a fan of PB but the customer service no longer exist! I ordered an entire bedroom set to only be told after 2 months of waiting that its going to be delayed further. Understandable due to pandemic. After waiting a few more weeks, finally delivery was scheduled. The day before delivery they stated the incorrect dresser that has been available 2 months prior was incorrect they need to reorder. After 2 hours of complaining, they told me we’d have to wait 2-3 months. They will search around but nothing shows in inventory....the next day miraculously they found the dresser so they can schedule delivery for that. I don’t understand who is doing quality assurance but it doesn’t exist here. I also ordered another item to be delivered June 2021 ...it was cancelled, but the kicker is well you can order it now for delivery in a week. I wouldn’t recommend ordering if you don’t have hours to spend on the phone to find out where and when your items will come or even if they’ll come. Not worth the time!

No accurate delivery ETA that keeps getting pushed back up to a month and a half. Customer service is responsive and offered a 15% refund on purchase. When I finally got my order, it arrived damaged due to lack of padding and improper packaging. It’s unfortunate that they suck and I probably won’t ever shop here again despite their cute stuff.

Surprisingly small store. But I suppose given that there are no Pottery Barn Teen stores in Los Angeles at all and it's good to see something. A mishmash of products.

It's been over a month since my furniture was delivered and the missing trundle to the bed, which was suppose to arrive the next day according to the delivery guy, still hasn't been delivered. When I finally got a response from PBteen, I was told they couldn't locate it and said i would receive an email updating my delivery in approximately 5-7 days.... It has been over two weeks and still no response from PBteen. I have once again emailed asking for a manager or supervisor to contact me immediately, fingers crossed I hear back and get an answer to where my trundle is.

Ugh. They wouldn't sell me the mirror I came for. Then they weren't sure they cpuld sell me the lockbox I loved. Then they sold me the lockbox. Then we found out its screwed to the wall, I didn't complain n it was dusty. Then they couldn't find the key to the box, they found the key to mirror I wanted. Then she gave me lil lip cause it was non refundable. Supervisor returned my money to me. They were all nice, just highly unorganized. N there shouldn't b items on the floor not for sale with a price tag. Ugh.

No stars....the company is constantly backordered and keeps promising it will ship . Been battling them for about eight months. They sell things that they don't have and promise it will show up in two weeks. Every two weeks for the last 8 months I have been dealing with them and they pass you around to dozens of employees on phone who don't know a thing and just pass you to someone else who knows nothing and has no authority. A huge company now with lots of businesses and NO accountability.