Associates/designers very helpful. One item had a long lead time holding up entire order unless we paid separate deliivery charge and designer asked store manager for help. Store manager was no help and potentially borderline rude when our order was lass than $15,000. read more

All of my dining room chairs are from here. They still sell the same exact chairs today that, I bought years ago. My white Pottery Barn linens are also from here, I like that they are simple and classic styles. My dining room tables or rather every day where is also from here. I have large bowls, platters, dinner plates, bowls and bread plates small from here. My island stools are also from here. I guess I like the store for a lot of my furnishings in my condo. We even have our Christmas stocking and Christmas tree skirt from here as well. I like the classic red and off-white stockings. I also have several blankets from here as well. I do tend to buy a lot of my home furnishings and home accessories from here. read more

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So I walked in and couldn't believe they didn't have anything that I disliked. Seriously even the possible crappy stuff I would buy. The style and designs made me appreciate Pottery Barn. The staff and salesmen really made the experience better. They explained how the furniture was made and where it was made. They explained the style and what the designer was trying to achieve. Loved how the store was setup as well. Easy to walk through and everything caught your attention. The location in Somerset mall was well marked and easy to find. They decorated for the Christmas holiday as well which makes me happy. The effort was appreciated Pottery Barn. It's expensive here but honestly I believe the price equals the style and quality of product they have. Give them a walk through and hope you love it as much as I did. read more

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Overpriced. Don't understand why the same items you can find at a Marshall's or Tj Maxx are found here for triple the price. We couldn't find any employees throughout most of the store. We finally found two chatting away with each other. They didn't care about helping customers it seemed. We mostly saw candles and lamps everywhere. Nothing interesting. Oh by the way, I tripped over a rug they had lying around that was partially bent. I almost hit the table that had glass all over it. They should remove the rug because it is damaged. Thank goodness I caught myself. There is an outlet store for Pottery Barn in Birchrun. You can find stuff cheaper, but still pricey. I think you pay for the name when you come here. read more

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Poor customer service from manager to employees. High price items with the worst customer service. They don't want to help and blame corporate policies for their lack of leadership, accommodation, tact. read more

You can't blame Pottery Barns poor customer service from their Corporate Office on COVID especially when they promise to call you back on multiple occasions. And you can't blame it on Covid when you say the item is in stock when you place your order and take my money and it never was in stock. And you can't blame it on Covid when you say the item will ship next month on multiple occasions it never ships (going on 3 months now) Yeah blame it on Covid pottery barn. After multiple calls to your corporate office and broken promises of getting a call back, and multiple calls to the shippers, and multiple calls to the store I purchased from and now three months later, I still don't have my product, I will never order anything from you again. read more

Wow. So surprised to be giving such a poor rating, but deservedly so. My wife and i bought a pretty big purchase of furniture here (over $5000). The salesperson yolanda was great, at first. Came to the house to show us fabrics, and in general was good at following up. Once we bought, the service changed. First, we were sent a table with a scratch on it. We called and the salesperson said she would follow up - which she never did. We had ordered all the furniture sept 3rd. Some pieces in stock were delivered in sept and early october. The sofa was special order and didn't arrive as of mid November. We had called several times and were told someone would follow up. They never did. Finally we went to the store on Saturday the 17th. They told us then that the sofa had been in since October 10th! Over a month and no call! Whats more, they had charged out charge card as of october 10th! I called for help today. Was on hold twice and waited close to 90 minutes. Finally i was told that the supervisors were really busy and couldn't talk to me today. "We are a really big company and everyone is busy". Im shocked. Never shopping there again. Sent from my iPhone read more

I would give them negative 5 stars if it was available! Purchased a nursery chair as a gift on March 7 and here we are August 12 and no chair! I've had to reach out to get status updates the last 6 months and was told so many different dates. I looked online and noticed it was ready to be scheduled for delivery, so I've tried the last few days to get in touch with someone in scheduling, but on hold so long with no answer. Finally, this morning after 25 minutes on hold I got a human who told me the chair had been there for a while and someone should have called me. She put me on hold several times to check on delivery and then we were disconnected. She never attempted to call me back, so I called back and waited another 25 minutes to have another gal who couldn't handle my frustration and decided I needed to be put back on hold as my punishment. I finally had to hang up because people do have lives and jobs to do. Worst customer service experience ever!!! After 6 months and many phone calls my niece still does not have her chair that cost $2,000!!! I would have canceled this many months ago if it was not a gift, but she was so excited about having this chair in the nursery that I don't want to disappoint her, so I will drive to pottery barn kids today and see if they can help. read more

Never ever buy anything from their store! I made two huge orders beginning of November to furnish our new house. Spent 40k total on PB and PBteen. Was promised everything beginning of January. They debit our account but don't deliver. So far received 6 chairs, 3/4 of a library shelf (1/4 delivered in different color) and 1/2 of a sofa ( other half came in another color). One area rug lost. All we get from customer care are excuses and "phone transfers to my colleague or manager". They even hung up the phone on us..... I regret buying from them read more

Pottery Barn customer for many years. This was my first time visiting this location as I am newer to Michigan. I could not believe I was in a Pottery Barn. The customer service is terrible! You have to find someone to help you, FYI they stand in a huddle by merchandise and talk about personal lives. When I asked about the color of an item available online I was told "I don't know what color it is", end of discussion turned away from me. It's okay though...Crate and Barrel and West Elm always seem eager to take my money and help . It was a good run PB. read more

Would give zero if I could. Spent $15,000.00 last year in furniture on zero % for a year. $223.00 still owed and they charged us $1,000.00 in back interest because it was not paid in full. Long story short, they applied the payments we made monthly to new purchases and not to the promotion. After an hour on the phone there is nothing they can do. Bad part is we ordered another $8,000.00 in furniture on labor day to take advantage of their 30% off and another year of zero %. Most of it was custom so we cannot return. We are beyond upset. You just lost a long term customer. read more

In the mood to drop three figures on some throw pillows, then clean out grandma's closet and find yourself a three carot cubic zirconia ring and a well constructed Louie knock-off before shopping here. The ladies (didn't see any male employees) may give you the "time of day" but they'll have to notice you first. Remember, this is the sacred ground of Somerset Mall. (I would strongly suggest you head over to Capital Grille prior to your PB visit and try one of their $25 top shelf martinis. This will give you proper swagger.) Anyway, Pottery Barn's merchandise is really top-shelf quality and even though you have to deal with their gatekeepers, the store itself is quite nice and tasteful. I wish I could click the **** above for that alone. Sorry. So we thought adding several nice throw pillows to our new furniture in our living room would be cool. A few months ago we bought four pillows and winter-style covers and they've been very nice. It was time to purchase covers for the summer months. Through our encounter, I discovered the reluctant self-described "pillow expert" to show me the selection. However, I didn't measure the pillows before leaving home and described to our "pillow expert" the style and she confidently proclaimed that she was certain we had purchased the 24X24's. Even though I suggested we could look up our original purchase in their "system" (because LORD KNOWS Pottery Barn is eager to track your purchase history), this was completely unnecessary because she knew "precisely the models we had purchased". Not. Upon arriving home, she was off by 4X4 inches. It happens. I spoke with one of the managers by phone that I wouldn't be able to make the one hour trek back to the store in the two week return window. She told me everything was cool and just ask for her upon our return the next time we were in town. We finally returned. They exchanged the covers with no hassle. Though, upon entering the store and approaching a couple of the employees who were obviously engaged in a very important discussion about quantum physics and proper fermentation of Reislings, we were able to make connection to get a less-than-enthusiastic "and how can we help you?". Oh well. You've been warned... PS: I did look around for hidden cameras should they be shooting "Housewives of Bloomfield Hills" without us knowing... read more

I purchase two Buchanan chairs under the 12 months interest free on the p.b credit card. I paid my bill for 6 months before I noticed that I was being charged interest. I called the credit card company and they said they couldn't do anything about it. The store had erred and they were the only ones who could fix it. Over a 2 month span I went into the store several times and spoke to the manager on the phone numerous times with no results. After numerous excuses, I paid off my charge, cancelled it and vowed not to shop at p.b. again. Total rip off and no customer service. Chairs are now a year old and are not holding up at all! Never again!! read more

I ordered a sectional online from PB in July 7, 2019, 2 out of the 3 sections were delivered on 8/20/19. One piece was damaged and had to be reordered and the other piece is still missing. I can't get anyone to follow up and let me know about the missing section. The delivery guy assured me that Customer Service would call me, however that has not happened. I have called 3 times to gather more information and after spending hours on the phone still have no clue where the rest of my furniture is. Overall, this has been the worst experience and not at all what I expected from Pottery Barn. And the white glove delivery is a JOKE!!! The delivery people were not what I expected from PB and white glove delivery. We also ordered a full bunk and storage bed that were delivered earlier in the summer. My husband actually asked them to leave and he put together the furniture himself. They were very unprofessional. Not dressed appropriately, poor communication skills and lack of knowledge on product assembly. We have several Pottery Barn items in our house and the quality is great. However after this experience I'm not sure I would purchase from them again. The Customer Service is definitely not what I expected. read more

Although this is my 2nd review of this PB, my opinion has not changed. I was not greeted, helped or checked out in a timely manner. I was made to wait to check out while 2 associates had a discussion about one of the purchases that they were waiting to make. Thumbs down PB, you need a culture change at this location. read more

Nice products but you need anything delivered forget it. If I could do zero stars I would for the absolutely horrible customer service. We've been been attempting to have a bed delivered for going on 2 months now. Their delivery men have been to our house three times and each time their logistics department forgets to pack a part making it impossible for them to assemble. The worst part is that each time one of the parts for the bed comes in we are forced to go through their scheduling department who puts us in he back of the line making us wait an additional 2 weeks! There is no coordination within this companies departments and completely zero care for their customers. read more

I ordered something online for Christmas and had to return the items because they were the wrong size. I sent back three items. It took a month to get a refund for one of the items, and I had to call about a status in order to get that. I tried to give them the benefit of the doubt because it was after Christmas and I'm sure they're dealing with a lot of returns like mine. Then I emailed about the status of the other two. I was only credited for one of those items back on my credit card, the other amount was sent as a MERCHANDISE CREDIT. I paid for all of these with a credit card and followed the return protocols, so I would think a refund to my credit card would be the logical thing to do. I emailed stating that I didn't want a merchandise credit, but of course they never replied back. I have since disputed the charges on the card and I'm still waiting for a refund. I've worked customer service before and have been screamed at for stuff I can't control, so I didn't want to be THAT customer that throws a fit until they get what they want (or in my case, what I should have gotten in the first place). But I guess trying to be patient gets you nowhere, so I hope to warn people to NEVER order from them online. I wish I would have read the reviews here beforehand, because there are nothing but negative things from people on here. read more

The worst. I called to see if they had something in stock before I drove out there, the phone rang 17 times. Called again on my way there, the phone rang 16 times. No answer either time. When I walked into the store no one was around. I found 3 employees huddled around a Halloween display and asked for some help with an item off the registry. One of them looked at me like she was sizing me up, huffed and said "I guess I will" (so sorry for the inconvenience of making you do your job!) She went in back to look for the bar ware I requested. 10 minutes passed. 15 minutes passed. 22 minutes passed and she comes strolling out of the back room with one item, unable to find the second. I said I'd take the display, she went in back to go get a box, another 15 minutes passed. Finally I asked another woman to speak to a manager and let her have it. I've worked in sales for 15 years and I've never seen anything like this. Professional Recommendation: FIRE THEM ALL! read more

Not a Pottery Barn customer for big ticket items because their furniture is mostly MDF/veneer. You have read the fine print to figure it out. Most of their rugs are so poorly made they fall apart when professionally cleaned. Hagopian will not clean Pottery Barn rugs. Lastly... The 30 day return policy, a la K-Mart. Tried to exchange, not return, an unopened pillow cover after 60 days and was refused....classy. read more

If you are looking to order furniture from Pottery Barn, SAVE YOURSELF THE TIME AND MONEY AND DON'T! I went to Pottery Barn to look at the Pearce Sectional in August and placed an order over the phone with this store on August 20. I called back a week later and the sales associate said there was an issue and she would have to place the order the following week. The order wasn't placed until SEPTEMBER. The estimated delivery was October 21. We planned our son's baptism party at our house for November 4, assuming we would have the sectional by then...we did not. We didn't get the sectional until November 18. When we finally got our sectional, the sales associate ordered the wrong pieces, after giving her the dimensions for our living room and which side the long piece should be on. So we waited all this time, for the wrong sectional. Luckily, they allowed us to keep the messed up couch AFTER I insisted. At this point I had no couch with a newborn and 3 year old (we already gave ours away to make room for our new couch). They reordered the correct sectional with an estimated delivery for December 21. I was not happy about having to wait over a month but was happy that we would get our sectional before Christmas. My husband had ACL and meniscus surgery December 17, and had a tough time moving around the sectional because it really didn't fit our room (but still, better than no couch). December 21 came and passed and we still had no update on the delivery. I called many times to get an update. Pottery Barn offered us a partial refund and delivery cost for the all the problems and inconvenience. I thought this was generous but fair considering the huge hassle this has been. We FINALLY had a delivery date of January 22. The delivery guys asked for me to come outside because there was damage to our reorder with the correct sectional. There was a huge HOLE on the top of the couch...you could literally stick an entire finger or two in the hole. The delivery guys suggested that it was damaged at the warehouse. I refused the delivery. I got a call from Jamie, the furniture scheduling supervisor, that afternoon to schedule the delivery. I called back the next morning and left a message that I wanted to schedule the reorder. I didn't hear back and finally I called after a WEEK had passed. She apologized and said the sectional was now BACK-ORDERED and wouldn't be available until MARCH. This is a sectional I ordered in AUGUST, had two mistakes in my order and now I would be waiting until at least MARCH to receive. Jamie said she would reach out to her supervisor and call me the next morning and try to expedite our furniture delivery. I have still yet to hear back from Pottery Barn. I am SO beyond disappointed with the lack of follow through from Pottery Barn and how much of a hassle this whole process has been. This is the first big furniture purchase my husband and I have made, and it has been a NIGHTMARE from the beginning. I paid $2,700 for a sectional that doesn't fit my house, I haven't received the correct sectional after 6 months past the order date or received the refund from Pottery Barn that was promised. read more

If you want to be frustrated, upset and generally unhappy then shop at Pottery Barn. I ordered two chairs in September of 2018 and they kept getting delayed. I finally cancelled the order and my credit card only to find out that they were not cancelled and my credit card was charged...even though it had been closed months before! Their customer service is VERY POOR. They do not communicate with other departments and forget trying to talk to a supervisor that might know what is going on. I am still sitting on hold after talking to SIX different representatives...with no resolution. I will never shop at Pottery Barn again! read more

I bought all furniture and several other items for my baby's nursery from Pottery Barn and was pleased with the quality of the products. The nightmare started when I needed to return 1 rug. I followed all the directions for returns and shipped it through UPS. UPS delivered the item to them in 2 days but believe it or not, it's been 6 weeks now since Pottery Barn has received the item and they haven't logged it into their system yet. I've sent 4 emails to their customer service and always receive those off the shelf responses - it doesn't seem like anyone is checking into it. They first told me it would take 2 to 3 weeks for them to log the returned item into the system...after 3 weeks I emailed them again and they said they are having a great influx of return so it may take a little longer. Anyway it's been 6 weeks since they have received the item and still haven't processed my return. I have never experienced such a bad customer service like this before and considering their prices, they should be doing better than this. read more

I like the store and everyone in it, however the billing situation is atrocious. When you purchase with their credit card you get reward dollars that can be spent on future purchases, great right? Hardly. I submit the rewards when I pay but still get charged the full amount from the card company initially then after waiting on hold literally for 23 minutes I finally get a human being to discuss the problem with. I received a damaged table only to be charged for the replacement. It is absolutely crazy. The right hand doesn't know what the left is doing and Potterybarn never itemizes the charges so when you look at the bill you never know what you are charged for. It's a horrible system that even the employees are frustrated by. read more

Terrible customer service and inventory management. I've been a PB customer for several years and this store must be under new management. I ordered an entire office suite and twice now they have tried to deliver the wrong color desk. On my third attempt now and customer service says they have the the right desk but online tracking shows something different. No one knows for sure and the store manager hasn't helped one bit. I spoke to her yesterday, she said she was going to make some calls and when I called her today at 11:30 she hadn't called anyone and asked for my phone number again! They have zero customer service experience. read more

It saddens me to write this as I adore store designer, Shelly and have found so many beautiful items at Pottery Barn. But, the truth is, the shipping logistics and customer service level has slipped to rock bottom horrific. While I have multiple examples of excessive delays, I will focus on the final incident. We ordered the ultimate rustic bar for a Halloween party and, of course it missed the deadline. It was delivered at the wrong time and they left the bar with my husband saying to go to the store to get the hardware, foot rest and other missing pieces. I went to the store and they had no idea what pieces were missing nor did they carry the hardware. After 90 minutes on the phone with the customer service department, we lined up an exchange with a brand new unit. The day the brand new rustic bar was to be delivered, I took the afternoon off work only to call at the end of the delivery window to find out that it was cancelled. They never called to tell me. I was furious, but we rescheduled the delivery. I took another afternoon off work when the new one arrived missing the same exact pieces and hardware as the first one. We gave up and returned both pieces and then the refund fun began. First they thought it was a cash purchase and said it would be 30 days to send a check. We furnished the credit card statement and proved $150 was "cash" - a gift card - and the rest was still on our credit card. Then, it took another seven days to receive the credit on the purchase. Our designer from the store called and apologized, but it was this final screwed up delivery was it for us. And, if you call their customer service department they just repeat that they are sorry but there is nothing they can do. Similarly, my sister had the same problems after taking off work, learning that the sofa was "not on the truck," and having a chair arriving in the wrong color. It has consistently been a disaster to try to order furniture from Pottery Barn. We suggest this company hire some people from Amazon and get a clue about very basic warehouse and trucking technology and tracking for starters. read more