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 didnt include lunch box. Description didnt state that containers werent included. Nothing premium about this store. Overly priced and not even worth half the price. Customer service wasnt 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.

My husband and I visited the Novi Location with vague ideas of what we wanted.... but truly no “plan”. We are so grateful for one of their managers, Ben. He made sense of all our spaces and tied them together while literally running about the store putting together multiple looks until we were in love. Ben never made us feel like a burden, no matter how much of his time we took! We never felt he was selling to us- even stopping us from certain ideas if they didn’t fit “the plan”. Thank you so much to Ben for helping us make sense of our living and dining room- we are so excited about our selections!

Leah was fantastic! She helped us put together a bedroom set and twin sleeper sofa for our cabin in northern Michigan.

As other reviewers have posted, getting a delivery from Pottery Barn is a horrendous experience. We ordered a sectional sofa for a small den in late August. We made sure that we ordered the proper size so it would fit in the small space. When the sectional was delivered in October it was the wrong size and literally was the width of the entire room. We were told that the associate had ordered the incorrect size and they would need to reorder it. We did and one portion of that 2 piece sectional arrived in February but not the other half. When we contacted the manager at the store we were told that the other part of our sectional had not made it on the delivery truck and would hopefully arrive soon. That was a month ago and we’re still waiting on the other half of the sectional that we paid for in January. Would avoid buying from here at all costs.

Great selection of all things for the home. I believe their prices are slightly higher than most and their shipping and handling charges are insanely high.

Beautiful furnishings but the cost is steep

Great for getting ideas for your home. Prices are prohibitive.

First time to the mall since the pandemic. Potter Barn did a lot of things to mske you feel safe. Kudos.

Nothing against this store specifically, but the overall customer service at Pottery Barn is HORRIBLE. the worst! I have spent over $12000 at this store in the last 2 months, and when ordering curtains they did not give me enough hooks to hang the curtains (the hooks COME with the curtains, they are not an extra purchase) I had to call 4 times, no one could help me, I wrote a customer service email explaining situation and concern, I never got a response. All I got was an email notificaiton with an order showing a quantity of 2 of the hooks, I needed 12 of the hooks, so I still will not be able to hang my curtains, AND those two hooks are expected to be here in 9 weeks!!! they should have been sending them via overnight and apologizing for the situation. Instead I have to search other stores and sites to find a hook that will work to hang these things! What a waste! i never want to purchase anything from here ever again!

Nice things, I love their sale

Terrible ship to store experience. They offer no help logistically. We have waited over 3 moths for our furniture piece to come in and no one can give us and answer on when it will arrive.They offer no compensation or free delivers, or for God’s sake even an apology. Avoid at all costs. I repeat - avoid ship to store - DO NOT ENGAGE

We are pleased with the manager on duty that helped us, buy some furniture for our boys bedroom. Thank you so much. Some managers are better then other at this location but that is always true as people are different.We will be back for big purchases as we love your help.

We used the design services of Sheena at the Novi store in March. She came to our house twice to measure and discuss colors. We decided on a couch and an ottoman and she placed the order for us in the store in March. The process seemed easy. She ordered the couch in the wrong configuration and the wrong color! It arrived in 6 weeks in a cream color (we ordered Charcoal) and the couch did not fit our living area. The ottoman took up the entire floor space and was a huge disappointment. We were told to keep the couch just so we could have something to sit on while they resolved the issues. We had PB pick up the ottoman within 48 hours and were told we wold receive a return check. This check has not come yet and it is JULY. The couch on the other hand was another huge issue, we received slip covers in the correct color (this is what we wanted) 6 weeks after the fact and the correct pieces to make the sectional couch fit our living space. However, the compensation for the price differentiation, inconvenience, and the ottoman have not arrived MONTHS later. For two months I kept getting phone calls from PB asking to pick up the ottoman that they already picked up. Then I got calls from another department telling me they were going to pick up the entire couch and start over? Then I was promised it was all resolved and I would get our money back in a timely manner. From March when we started this process to July - I deeply regret going to Pottery Barn, I still have 1 piece of sectional sitting and waiting to be picked up, and I still havent received my money. Save yourself the heartache and buy from another store. They are a hot mess!

We placed an order for a sofa and a chair, and were told that it would be delivered in 5 weeks. 5 weeks came and went and we never got the delivery. Every time we spoke with a rep, we got a different excuse, a different status, and more delays. After 9 weeks, we cancelled the order, only to have Pottery Barn immediately pull the full amount of money from our account. This is a completely dishonest, disreputable company. I highly recommend avoiding ever doing business with them.

The quality of furniture is so good, but the customer service and logistics is 1 star. My order received after 3 months, and the delivery update, and confirmation didnt happen. The whole bed and chest drawers have over 5 different scratches. It seems whoever is responsible for signing the contract with the delivery companies didnt have any idea of management, responsibility, and leadership. The moving company was at front of my building and I didnt have any idea that the furniture is on its way. After 10 minutes someone called and left a delivery notification voice message. I called the Novi/Twelve Oaks location, they gave me a wrong old moving company number, and the owner was extremely angry why I contacted them. The pottery Barn didnt follow up that I received the furniture or not, I called and made another appointment, but without any time window!!! The day of delivery, I called and asked what time the movers are coming, and when they were here, one if the movers didnt have any idea how to use the moving instruments, and how to carry the parts which caused different damages on different spots. Im already very frustrated for returning or exchanging some furniture that waited fir them more than 3 months and dealing with the customer service and non-profesional movers. I have to mention the Twelve Oaks staff are so polite. Last but not least, like your products but it was a very bad and tens experience.

I got shuffled around some more sales people then completely abandoned in the store while I’m trying to have somebody get me some pillows out of the back for over an hour. I finally had to give up and left the store. In a couple days I got over to the Ann Arbor store and the sales staff were so attentive. The briarwood mall staff were so helpful so amazing never consider going back to the Novi location even though it’s closer to me.

Very rude staff. I asked for some assistance twice, and specifically knew what I was interested in purchasing. The first Associate I asked for help seemed overwhelmed and stated it was a busy day. The second Associate I asked for help was so rude in his snotty response to me, that my spouse and I left the store to shop elsewhere. We have shopped at Pottery Barn for years, but after today will not be spending our money at Pottery Barn, as this experience was rude and inappropriate.

I enjoy going here to pretend that Im rich. Also, the restrooms are top-notch.

First chance to experience your store, had a very pleasant experience.

Lets be honest, you can never go wrong at a pottery barn.

Ok, help

Love PB and all the things. Great customer service.

I only gave one star because I have to. I called in to ask a very simple question and was over-talked, cut off when speaking and the ladys tone was so condescending! Her impatience was disgusting! They are not lying when they say this location has absolutely NO sense of customer service. Get a better staff please.

Every time we come in this store we are never greeted or asked if we need help. I love their products but wish the sales people acted like they cared I was in there.

Nice selection

Fulfill all you slab needs here

Very rude staff! My sister and I went there today and we were ignored for the first half of our visit (which is normal I’ve never been greated at any pottery barn) then followed the rest of the time! The lady made some excuse that she could finally get to folding some blanket while we were looking at a bed. We laughed it off and then proceeded to look at the rest of the items and noticed she was following us. This isn’t the first time this has happened and I’m pretty sure it’s not the last. Although I try not to make things into a racial issue I’ve never seen a white person get followed but I’m ALWAYS followed. I definitely won’t return to this location or really any other location. It’s one thing to ignore us but to balantly follow us I’d unacceptable! I’m on the fence if I even want to order online because I’ve never been treated like a customer here!

‪Buyer Beware!!messed up our full house oder, bedroom, living room etc. Tell us will credit $1800 when full order is delivered. 8 weeks later when it finally comes in will only credit us $300.

Beautiful accessories and helpful salespeople.

Had a return, no hassle whatsoever

Too expensive you had to spend $100 to get a sale

Service not great. Order not ready when arrived.

Nice...

Staff never once greeted me. But they watched me as if I was going to steal something. I felt very insulted. I will never ever return!!!

Great service!

Cheep

Catalog in real life

Excellent customer service

Great Store!!

Just okay