Pottery Barn — Local services in Novi

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 haven't received my money. Save yourself the heartache and buy from another store. They...

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...

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 didn't 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 didn't have any idea of management, responsibility, and leadership. The moving company was at front of my building and I didn't 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 didn't 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 didn't have any idea how to use the moving instruments, and how to carry the parts which caused different damages on different spots. I'm 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...