Pottery Barn's checkout process is a total bait-and-switch. As a first-time customer, I selected PayPal, and instead of a review page, the site triggered a "one-click" purchase that instantly pulled an old shipping address without allowing me to confirm or change it. I called customer service IMMEDIATELY to fix the error and was told by a representative that the address was updated. It was a lie. I called back days later only to be told it was shipping to the wrong house and there was "nothing they could do." To make matters worse, despite their internal failure to process the correction I requested, they are now threatening to charge ME a return fee for their mistake. They acknowledge the error, they acknowledge I called in time, yet they refuse to waive a return fee for an item I tried to fix within minutes of ordering. This is predatory "express" checkout design paired with zero accountability. Save yourself the headache and shop somewhere that actually values its customers and understands basic logistics. read more

Newer customer. Bought an item on sale. refused to exchange it for the right size. doesn't say anywhere that it can't be exchanged or returned until you try to do it. unfair business practice. they expect you to know this without putting it in writing anywhere. won't buy from here again. read more

I felt I needed to write a review to thank the Pottery Barn Kids store located in Hunington, NY. The staff and management was professional, kind and ethical. However, the Pottery Barn Kids store located in Somerset Mall in Troy, Michigan was the opposite; unethical and unprofessional. I purchased a Sherpa Anywhere Flip Out Chair for over $300. I purchased it at the New York location because the Troy, Michigan location (where i live) did not have any so I agreed to pay the additional $30 to ship it to my residence. I received it and decided to return it due to it shedding quite a bit. I called the Troy location to explain I wanted to return the chair. Management told me that I could only return it and get a merchandise credit. I explained I had the original receipt and wanted them to credit my credit card used. They refused and told me I had to ship it back to the New York location (and pay another $30). I called the New York location to ask them for advise. They informed me that what was told to me was inaccurate and not Pottery Barns Kids policy whereas I can return it to whatever location I wanted. Somerset Mall did not want to accept the return for a refund because it would show up as a loss on their books. Totally unacceptable! Thank you to the New York location for being professional and ethical. That's more than I can say for the Somerset store. My advise.....pay the additional money for shipping and deal with the New York location and avoid the Somerset Mall one. And Somerset Pottery Barn Kids store take some note on how it is to run a store professionally. Hopefully upper management gets involved. read more

My little cousin has a birthday coming up and she asked for room decor. She's in the dreaded "tween" age now so I've been looking high and low for age appropriate things for her so I went to Pottery Barn Kids to see what I could find. Unfortunately, in this instance, I didn't really find much of anything for her but I did see some really adorable stuff and wished we could go back in time a few years so I could get it! The stock here is definitely skewed on the younger side of kids and babies. But it's in the name so it wasn't a shock to me. They have some super cute partnerships with Peanuts (I actually wished the Snoopy in Space bedding came in king sized! I would have totally bought it for my Snoopy loving husband! haha) and Disney (lots of Frozen and princess stuff) and the store is displayed so neatly. It's very aesthetically pleasing and inspiring. Prices are a little on the steep side but it's Pottery Barn so what do you expect? The quality is excellent, however. Staff is really friendly and even though I didn't buy anything I'd definitely come back to get a gift for friends kids or my God babies. read more

Extremely horrible customer service. Our box was completely destroyed upon delivery. Materials in the box were exposed from both sides of the box. I thought paying for a quality crib would ensure a good experience but I was very wrong. Would not recommend buying anything from this location! read more

Pottery Barn Kids - Box the crib was delivered in - Furniture Stores Near Me - Troy, Michigan

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I went in the store to look at recliners for our nursery. When I walked in, there were three employees at the front checkout. Nobody said hi and nobody asked if I needed any help. I was just looking but good customer service should always involve the employees coming to see if they can help. An employee, Michelle Groesbeck, came back from lunch and immediately asked if she could help. She went out of her way to explain the different recliners and she even helped me get a refund on some overcharges I incurred online. She was so kind and she helped with a smile. I highly recommend Kim and I will call her for any future purchases. read more

I don't often shop here, okay, I never do except for Christmas. Purchased a train set that was eco-friendly and made in the USA only to find out the person I bought it for already had it! No worries though, I returned it no hassle for the rocket from the same company at the store. I didn't have my receipt, but luckily that wasn't an issue. I only gave four stars because both boxes on the shelf were slightly damaged and I had to make sure both astronauts were in the packaging. They weren't in the little display holes in the box. Not a big deal to me because the kid will destroy the box in seconds, but I do think Pottery Barn has a nice clientele and a beautiful store so unexpected. read more

Pottery Barn Kids - Furniture Stores Near Me - Troy, Michigan

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I ordered a glider with fabric that was in stock on Dec 13, 2018. However, the glider went on backordered and the delivery date kept being pushed back. The glider is now in the LA warehouse, which will be shipped to the Dallas location, then will be shipped to Houston for delivery sometime in March 2018. I have already been charged for the glider on my card and do not have the merchandise. Who does that?? Not happy this has taken such a long time and that I have been charged without having the merchandise. read more

The wife and I came here looking for cribs for the expected new family member. The sales associate we worked with took a considerable amount of time going through all of their informational material and explaining the variety of crib types, finish options, and what is popular. Furthermore, she then explained the Baby Shower registry setup and how their discounts worked. Just having the conversation with her made us aware of how to save over $200 and get cashback at upwards of $300 if we were to purchase our baby furniture set there. My favorite part? The little kid Star Wars room they had setup... if only they had that stuff when I was a tot! read more

GREAT store staff. The support from the Design Studio (PB company that handles the furniture order is poor. Oh, the struggles of dealing with PBK and Design Studio. After purchasing and receiving a brand new bedroom set in early October, PBK put the item on sale the day after delivery. I had a nice phone call with a sales agent at the PBK Troy, MI store who then made a quick call to the Design Studio on Oct who confirmed we would be refunded the difference between the new sales price and our purchased praice. I was assured that a refund was on it's way in 72 hours. This was in early October. Fast forward a week, no refund received. I visited the Troy, MI store and was helped by the store manager. She was very considerate and looked in to the matter further by calling Design Studio. They apologized for the error and told me I would receive the refund no later than Nov 1, but it should post by Oct 29. Seven days later, still no refund. I went back to the store, where the same store manager called the design studio again. Design Studio relayed that they didn't have my credit card expiration date and were in a holding pattern. They CONFIRMED that they had my contact information, but decided not to contact me. I had already supplied this information in my FIRST phone call to PBK weeks before. So we supplied it again. I was told I would see the refund POSTED NO LATER than in 72 hours (on Nov 5) and that it would be processed immediately following the phone call. Nov 5 came and went, so I called the Design Studio myself on Nov 6. I was told the return had just been processed and the refund should post by Nov 12. It's November 12 now, the process is now over a month old. Still no refund posted. I'm in the market to purchase a new bedroom set for my wife and I and was thinking Pottery Barn would be the way to go.... I have a second child that will need a bedroom set also in the future. The furniture is high quality and delivery is a breeze, but with this kind of follow up and customer service from Design Studio, I have to seriously question their dedication and desire to keep customers. read more

The product line is always adorable, and the employees go out of their way to be so sweet to the kids. They also offer story time each week, and host events there too! Update: We have three small children, and our house is literally full of Pottery Barn furniture, toys, backpacks, dishes, clothes, you name it. We purchase and send countless gifts from here each year as well. Today I had a horrific experience with online customer service, the whole process extending over 4 weeks and taking up countless hours of my time. Just as I was about to cancel my card, I gave the actual store a ring to see if there was a better way this issue could be resolved. I spoke with the manager Danielle, who was EXCELLENT. She was fast, efficient, and understanding. She solved the issue literally within minutes, and went above and beyond to make my horrible experience better. Shop from the stores. Go where a real person will treat you like a real person. Shop in their Somerset store so that these kind people have a job, and you won't have to deal with the waiting for hours, being disconnected, being given misinformation and false promises, and attitude from a complete stranger (all as a result of their mistake in the first place). This Somerset location will go above and beyond for you, and can even help you with shipping items, so you can avoid potential online issues. read more

Worst retail experience of my life!! Ordered a 3 piece kids bedroom set back in October, and I still have not received it now into February. The Ryder Detroit delivery team is the worst! They have lost pieces, refused to assemble my order, ask for a tip and are late every time I have tried to get the pieces delivered (5 delivery attempts and counting). I have over 50 phone calls into the customer service phone number, gone through 2 different supervisors, and no one will follow through to call me back or get me the bunk bed I bought 5 months ago. I have called the retail store with no call back from a manager, this could not be a more disappointing experience!! They have missed every delivery window, and I watch it get pushed back every week. There is no excuse for this poor of customer experience when your spending over $4k on a bunk bed. read more

We have a baby registry at Pottery Barn Kids in Troy, MI and our baby shower was May 14th. We had a few item items that were purchased twice. They showed completed on the registry but when a few of the guests went into the store they were told the item they had selected to purchase was still needed. I called the registry customer service the day after my shower and was told that I would receive 20% off everything on my registry that we wanted to purchase that we did not receive at our shower. Today I took one of my gifts back and was told I could not put that "credit" toward my purchase of my stroller I would have to wait until a gift card could be mailed to me. I could not get the 20% off the purchase of the stroller that was on my registry either after the registry customer service representative told me I could. There were so many things that went wrong through this process I would advise anyone that is considering using Pottery Barn for their Baby Registry DON'T ! The customer service is terrible and for the cost of their goods they should be ashamed of the level of customer service. read more

I am missing an item from my order - though tracking states that everything was delivered today (and the packing slip states all items were in the box even though they were not). I called customer service - have been on the phone for 1:24:43 hours (and still counting) - to figure this out. Two women have placed me on hold and never returned. I ordered 2 my first chairs - which are 4 items total - 2 engraved slip covers and 2 chair inserts. I received both engraved slip covers but only 1 chair insert. The phone call was left such that she could send me the missing chair insert - but it wouldn't be delivered until 12/28th. I paid over $40 in surcharges and fees to have delivery by Christmas - and Pottery Barn made the error! These are Christmas gifts! For infants! And I'm not supposed to get one until after Christmas??? She was supposedly looking into the delivery by Christmas - though that was over 35 minutes ago, and I'm still on hold (I was originally on hold for over 40 minutes until I was first able to speak with somebody). I am not at 1:33:19 hours of hold time - I think she is not coming back or she went on break. What a colossal waste of time. Also, the my First Chairs are made of incredibly cheap material. I cannot believe I paid $99 each (will be returning). What a disappointing experience. I will never shop Pottery Barn again. read more

I went in today to buy a nursery set for my baby. I had an idea of what I wanted. I had to wait a few minutes for someone to help me because the only one lady on the floor couldn't leave to go into the back to the the options I was looking to see. So eventually I met Tracee. She provided me with all sorts of color options for the bedding set I had in mind. She brought me out a smaller version of the rug I was interested in and unfolded it so we could match everything up. When I asked her what other accessories were available, she recommended these adorable butterfly mirrors! I asked her if I bought everything today if she could give me a discount, she had me fill out a registry form and gave me 10% off everything. She then delivered everything to me down to my car. By the time I got home, I went to check on the registry and she had already set it up and added the things I was looking at and purchaed. She was very friendly and helpful. I will be back! read more

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I love this store. It's arranged so pretty inside and has a lot of merchandise packed into a small store. We looked at bunk beds today and purchased a sheet set. It's pretty pricey but the furniture seems to be high quality and they have a ton of cute room accessories for kids. I wish I had more money! read more

Early last month, I went into the Pottery Barn Kids Somerset store and ordered bunk beds for my son. They delivered the bunk beds three weeks later with pieces missing and had to take them back to the warehouse, as they were unable to assemble them. Since then, I have had no luck with getting any updates on when the new bunk beds will arrive. Each person that I have talked to has said that they can't find or track the order and that I need to call someone else instead. When I call the "someone else" that they've directed me to, that person also says that he/she can't help and I need to talk to a different person. Almost a week ago, I was promised a refund for the shipping charges. The person that I spoke with (Debra) was going to send me an email to confirm this. I have not received an email, not have I seen a credit posted to my credit card account. One of the designers in the store (Molly) has been the most helpful, but even she has been unable to give me a status on when the furniture will arrive or the credit to my account. She has sent me several messages to say that she is continuing to check on it, but apparently, she is not having any more luck than I am. If I ever receive the bunk beds, this will be the last furniture I will order from PBK. Based on the cost, I expected so much more in terms of customer service, but they have been severely lacking in that department. read more