Pottery Barn — Local services in Rochester Hills

This store is a borderline fraudulent operation. I was making a large purchase and online the item was 10% off in my cart. I called the store to see if they could match the price and get credit. They would not and said if something happens with my order to call them back and they can place it. Fine, no big deal. I order online and everything goes through. Later that night, I receive an email that my order was cancelled and immediately a call from the store that they were "tracking" my order and see it was cancelled, so they would replace the order for me and damage an item out to match the price because they "felt bad." I also simultaneously get an email from the customer service department to "rate my call," which was odd given that I never called. To investigate, I contact online customer service and come to find out they have in the notes that they received a call from this store to cancel my order, so they cancelled it. At this point I am mad as this was probably done in an attempt to divert the sale back to their store. Corporate was enraged and is currently investigating the store and every employee involved. I wound up getting the order completed through corporate and close to 25% off because of this store's inappropriate actions. Will never go back in person and just deal with online...

I went into this location specifically for a desk that was listed on the website as being at this location when I got there, I was told that the desk that I wanted to see it was actually not there and someone had confused it with a different desk because they look similar. The desks did not look similar. They looked very different. I told the woman that was helping me that if I was going to purchase, I would just purchase it online. She then asked me to put her name down as the seller because she wanted her store to get credit for it. Why would I give credit to a store that couldn’t register the correct desks online? I drove down to this location specifically to see a desk that they didn’t have in, but I was told that was there. I have over the last six months purchased thousands of dollars worth of things from this location, including another desk and each time I purchased something from this location. It has been a hassle if they want to weigh a $350 delivery fee I’m happy to put down someone’s name on the purchase, but unless they’re willing to do that, I’m not going to do it clearly who is ever registering the desks that the store is supposed to have on hand is...

They have terrible customer service at this location. We were told the bed we ordered the first week of November would be in by the first week of December, possibly mid-December due to shipping delays with covid (totally understandable and we were fine with that). However, two weeks passed from the date our order was supposed to come in and we called for an update. They told us that they don’t get tracking information per say from the trucks/warehouses delivering and that it would most likely be in the first week of January. So far, nothing yet and no phone call. We completely understand shipping delays and understand this is out of the stores control. However, they could call on the dates they tell you the item is supposed to be delivered to say, “Hey, just checking in, wanted to let you know we haven’t received your items. We’ll let you know when we do.” If they had good customer service, they would be calling or sending an email to update their customers. It’s OK if you don’t have a delivery date, it’s OK if you don’t know much, but at least let check in on your customers instead of us having to...