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February 2024 by Arie K
Update in Feb 2024: In case anyone else runs into this issue, Capital One is the party that can help if such a mistake occurs. Why Pottery Barn didn't direct us to them from the start is unclear.0 stars if it were an option. We worked with the sales associate Gwynn and ordered $10000 worth of furniture with Pottery Barn. We signed up with a credit card with them, after they assured us that we would have 0% interest financing for 12 months. Before the furniture had been delivered (it still is on order), we started incurring interest charges at 31% on our newly minted Capital One. We have been around and around on the phone and in the store with Pottery Barn, and they are not rectifying the situation, stating that their sales rep Gwynn did not check the correct box and gave us Key Rewards points instead of the financing. Their "Service Team" simply stated our case "was declined." Since our furniture is custom (as pretty much all upholstered items are), it is non-refundable. We have been lied to and trapped by Pottery Barn. This is unacceptable. We have been loyal customers for years and I can't imagine how this is good for their business. I appreciated the help or at least a listening ear we received from the store manager Cathy, but since the "service team" are the ones who can make the magic happen, "there is nothing anyone in the store can do." Makes you wonder why one would even shop in the store to begin with - sure, take our commission and then leave us to the wolves when your sales team messes up. Absolutely dissatisfied!!
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December 2023 by Nehha Bhanot
The most irresponsible, rude and we don't care customer representaives are working in this store. I called this store few times since 2 months to check on an order that I was to pick up. My online order was showing it is preparing for pick up and each time I called to check why it isn't ready for pick up. I was given the most inaccurate replies and today they didn't even ask me what my concern was and asked to call the Customer service department. Guess what the Customer service agent was very sweet but when she called the store to ask a couple of questions, the store lady got angry at her, this was told to me by the agent. POTTERY BARN you really need to hire the right ppl who sit at your store or just move business online only. Eventually after being in phone for 3 hrs and talking to 4 different ppl I was told my order was lost something they knew om Oct/24th itself. If the staff had looked into this the first day I had called in Nov first week I would have reordered the item which is out of stock now but was in stock then. I painted my room around this huge wall shadow decor. What a disappointment
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December 2023 by Gretchen Fancher
Benjamin provided amazing service to my boyfriend and I this morning. So kind and helpful. Thank you, Benjamin!
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September 2023 by Ramea Awni
I ordered a custom sofa and two chairs totaling over $8000. After waiting 5 months, only the sofa arrived, and it was delivered uncovered and extremely dirty. I refused the delivery and sought resolution. For 12 days, I've been calling Pottery Barn, but all I get are conflicting promises and rude treatment from the case manager, I didn’t even received the two other chairs. Pottery Barn has done nothing to correct this mistake, causing significant inconvenience. I've had to cancel numerous events and gatherings in my home. What matters is how a business handles its mistakes and treats customers. I called the local store and they are unwilling to help. I simply want a refund to get furniture elsewhere and I'm struggling to obtain it. Stay away from pottery barn, I am very disappointed!!
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August 2023 by Vincent Stempien
I rarely write reviews, let alone negative ones. It takes a lot to illicit a response from me. We stopped in the store a week ago and were treated very well. We spent 45 mins speaking with a rep who was very helpful. We proceeded home and ordered a few items online ($6600 worth of furniture) a couple days later. Upon returning samples to the store, they asked my wife if we were going to order anything and she told the associate that we did. Wow did her attitude change on a dime. She got upset that we didn't order through her at the store and shamed my wife for putting in an online order. Then the other associate got in on it. Pottery Barn, if you want return business, then you should instruct your representatives to be appreciative if someone purchases from your company and maybe structure it so they're not so concerned with a commission or store sales and more interested in getting people what they want for their homes, no matter if they buy it online or through the store. This left a sour taste in our mouths. Here's to hoping the delivery goes well.
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July 2023 by Jaimee Murphy
Customer service was great. A young gentlemen helped me out today. Didn’t catch his name. Was extremely helpful and patient. Went back into the stockroom several times to find items for me, also made price adjustments so I didn’t have to buy online. Packed up my car at package pick up and was really friendly. Thank you!
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June 2023 by Jill Marie
Just was a bit disappointed with the fact everything looked like it was squished in there with hardly any move to move around. Made me so uncomfortable we left.
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July 2022 by Helen Clark
Beyond terrible customer service on multiple occasions: Novi location, and and even worse customer service the one time I went to the PB Troy location. After being happy with purchasing/service and delivery with Pottery Barn and their connected businesses for over a couple of decades, in Washington State, I'm sad to say that due to my experience with Novi and Troy stores, I've decided to not have any association with PB any longer.
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March 2022 by Barie Fetter
I love the selections here, I always find things I love. The prices tend to be a little high so I look for there sale items
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February 2022 by Stacey Culp-Kulongowski
I ordered new sofas in July, and then received no communication on delivery timing just left in "building custom order" status for months. Then I received a text they would be here on 12/31/2021, made arrangements to have someone here while I was on vacation - but they never showed, just an email the day before noting delivery was now in March. Then all of sudden I was scheduled for 2/4/2022. Delivery window with tracking showed a two hour time frame. I waited three hours on a Friday night, sold my own sofas that night so now have NO seating and they never came or even called to update me. I then called and they can now "accommodate" my delivery in 10 days. WHAT!?! Custom order that I cannot cancel. Horrible customer experience and now our Super Bowl party will be spent sitting on the floor! I get supply chain and staffing is tough right now but customer service at somewhere like PB for the price you pay - should still be a "thing!"
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February 2022 by T W
My experience at the 12-Oaks store was positive. Though, this review is geared toward store manager, Ben. Professional, friendly and answers questions with accuracy. Ben went above and beyond to help me get a large glass cabinet delivered. As inventory everywhere is backlogged, he kept an eye on my order as it was already behind two months more than I was told. Without his help I might still be waiting. He was also excellent at keeping me apprised of what was going on with my order once I made him aware of the issue. Thank you, Ben!
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November 2021 by Dana H
The customer service at this store is absolutely horrible. As a longtime customer, we’ve spent a lot of money furnishing our newly built home at PB and PBK. Today my husband and I stopped in with our children after dinner and shopping to look for a new bed for our master. Not one single employee even acknowledged us with a hello, nor did they ask to help. This is not the first time we’ve experienced poor customer service here, but after many issues, tens and tens of thousands of dollars, I felt the need to make others aware.
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August 2021 by Vance McCabe
Leah was fantastic! She helped us put together a bedroom set and twin sleeper sofa for our cabin in northern Michigan.
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August 2021 by Louanne Allison
Beautiful furnishings but the cost is steep
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July 2021 by Supriya Pai
Very very poor customer service. Ordered lunch box online. website showed pictures of items that came with it. Upon receiving item, I was told it was only a lunch bag and the pictures were a mere representation, item didn't include lunch box. Description didn't state that containers weren't included. Nothing premium about this store. Overly priced and not even worth half the price. Customer service wasn't willing to do anything, no refund/ discount, absolutely nothing...Will remember never to buy ANYTHING from this store and will caution others against future purchases. NOT WORTH YOUR MONEY OR TIME.
