Pottery Barn 268 North Adams Road, Rochester Hills, MI 48309

"Purchased item online. Rug. Came with hardened glue spots. Piece was garbage and contacted customer service and was offered $10. Spent a lot more than that on something that is going in the trash. Do not recomend online purchases from this retailer."

"Great shopping experience. There have been times where staff have been a bit aloof however today we had the most friendly and delightful woman help us. I wish I had her name so that she could be recognized."

"Horrible customer service. I only got my table which I discovered delivery day. No one informed me the massive delay on my chairs and when I did call the store to figure out what was happening she just said well not much I can do call customer service. If I could return it all I would. The Grand Rapids store was so on top of things and even gave me a call to make sure everything was perfect. I do not mind a delay but I do mind not being in the know about anything going on with my order when there is a problem and on top of it the lady that took my order originally didn't seem to care when she called me back about the chairs just being MIA. She said well maybe Christmas you might receive them we cant tell when they will be there. I asked her to email me the customer service number and she said ok...never got an email with the number."

"Why is your customer service so bad? I had ordered a table and it’s still pending shipment and I’ve called the store three times now to get an update. All they can tell me is the same info the tracking info states which is “processing for shipment”. It’s been 4 months since my table is ordered. At least have the decency to give your customers updates by email or try and be “sympathetic” when a customer is inquiring about their $1500 kitchen table."

"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 repeatedly call you."