Pottery Barn Kids

I spent over $400 on the Emily & Meritt Circus Strip Rug and the loops were pulling withing a few weeks and this is NOT a high traffic area at all. I complained, got a new one and it's doing the same thing. RIDICULOUS. I just ordered a desk on Sept 1 and was told it was in stock and would be delivered in a few days. It's now Sept 26 and I'm being it won't be delivered until Oct 4th. That's after I sat on hold for 1 hour yesterday and for 44 minutes today while the shipping/delivery facility bounced me back and forth trying to figure out if it was in or not. Oh and the $200 chair I bought to go with the desk --already won't go up and down but I cannot even stomach the thought of having to explain that one. I'll need a few more days before I make that call. Bottom line -- it should not be this expensive and time consuming to shop only to receive horrible quality and customer service!

I ordered a backpack in October. It was on back order, but was supposed to be shipped out and delivered in early December. As December came around, I got an email that I would not be receiving it when anticipated. I was a little bummed because it was a Christmas gift, but no big deal. Come January, I still hadn't gotten, so I called customer service. I was told I would receive it in March. March came and went. I called again this Monday (4/8) and the lady I spoke with said it would be arriving THAT day. Didn't get it. I checked the status online and it just says "processing". It has been 6 months since I ordered (and paid for) this backpack, so I am so frustrated that I haven't received it and have no idea when I actually will.

I placed an order for my daughters baby shower gift, and it was received 2 weeks later. Upon being received, the order was completely wrong. It was labeled correctly but had the wrong product. I received the order the second time, and again it was wrong but this time the color was wrong. Now I am told the order is on backorder and won't be received for an additional 2 months. For such expensive, high quality products, I would expect high quality customer service. I will never purchase an item from this company again.

Terrible, Terrible, Terrible! Ordered our crib and Glider and received an email stating they could not keep their delivery date promised! When attempting to call back in knowing status of possible expedite, Cristal, the person answering, stated she did not know anything about furniture and could only transfer the call and did not have the furniture contact number in WPB, Florida. The glider was custom ordered and they were giving me a hard time about returning that too! The Crib is back ordered for 2-3 more months despite the fact i went in and ordered it in early February! I had to change the crib style, one I never liked in the first place. Just awful. Why would they market and promise products they cannot commit!

Made an order that came with multiple pieces in December. 3 of 4 items made it, but the last item shipping date kept changing multiple times. Called twice, the first time they said it will arrive January 25-27 but never did. I called the second time to ask for the status and they said I was supposed to call to schedule a delivery. They never said that. All this time the item was being held in their hub for over a month. It was never shipped even though I was told it was. The person I spoked to (Carlin) was annoyed when I kept asking questions since I was confused with the conflicting information I was given. Then the item was delivered the the wrong address even though the other items were delivered to us.

I ordered a pottery bank kids foam chair on November 11 and received an email that the chair would be delivered on 12/5, well 12/5 came and went and no chair was delivered so I checked the tracking and it now said 12/11. Well 12/11 came and no chair so I tracked it and now it says that it will be delivered between 12/17 and 12/19. I called customer service and after being on hold for 12 minutes the rep told me they were waiting for a part, I asked to speak to a supervisor and again was put on hold for 9 minutes and didn't get a supervisor got another rep. She informed me that I could reorder the chair because my order was stuck, her words in pending so I needed to cancel the first order and reorder it. While I was in the process of reordering it she did something and I was put on hold for an agent and the order wasn't place Horrible. Service

I ordered a bunk bed on June 13th and it was scheduled for delivery on June 27th. I took off work to receive the bed at my home only to be called the night before to say a wrong piece had been delivered to the warehouse. Then to make matters worse I spoke to numberous people and tried to let them know I wanted a call from a supervisor. No one ever called me back to say sorry for dropping the ball. I just called to get a status update only to find out they have everything but still no one has called me to let me know. They had no email address on their files despite multiple calls from myself to straighten the situation. Be careful when you order online. I will be talking about this to my friends and family to make sure everyone knows how PB treats their customers.

I ordered 2 beds, 2 bedside tables, 2 pairs of curtains, 2 rugs and a lamp. When I received everything all I got was a bunk bed and 2 rugs.The bunk bed wasn't even in good condition! I rang up pottery barn and they said the rest was coming in 2 weeks. Then when two weeks came by and then I rang them up again then they said it was coming in a month. The rest of the furniture still didn't come until Easter! I payed for deluxe and the men who delivered them said they were only dropping it off and were not intending to build it. I hate to say it they have really nice furniture but genuinely I hate people who waste people's time and I almost feel like going full out and scream at them.

I bought a knapsack and lunch bag for my daughter. The dimensions were completely misleading and it was too small for a 4 year old. I went to return it, and the customer service gave me the wrong information. I then went to the store to return it. They then took 30 minutes to process the return, but were unable to refund me my shipping fee, but told me to call back customer service. When I called back, the customer service agent took 20 minutes to process my order number before transferring me to the rudest agent I had ever spoken to. She was unwilling to help me, unwilling to transfer me to a manager, and completely satisfied that I was an unhappy customer. I have always been a loyal customer of PBKids but will definitely think twice before ever shopping here again. I hope you do to.

We purchase a bed from potterybarnkids.com and right after we decided to cancel the purchase, but we find out that their site does not provide you with option to cancel a purchase and their customer support only work business hours (we bought it at night). So we call the following morning to find out because it is the following day, they can not guarantee the cancellation, because they only accept cancellations on the same day. Worst, they can not provide me with any reference that I actually asked for the cancellation, so basically now, even though I requested the cancellation, I do not know if the cancellation is accepted or not.

We had issues trying to order online and apply a rewards certificate from our PBKids credit card. Finally called and was told to just put the order on the PB cc and the cert value would be applied. But was also told, as is standard with PB, that we could call in 24 hrs to confirm it was applied. When I called the next day, I was on the phone with customer service for 1 hour 54 minutes trying to resolve the issue. Not surprisingly, the rewards cert ($250) was never applied. They had no clue what to do to try to fix it. They ended up cancelling the original order and placing a new order but the customer service rep had to wait on six occassions for a supervisor to help her that resulted in 3 to 8 minutes periods of silence. I had no idea whether I had been disconnected or not. Overall, a horrible experince. When I shared the negative experience with the rep, she seemed offended and shocked. Really? Never ever again!

Order a Santa present from this place on Dec. 4. Didn't get an email until Dec. 18th that the item was not getting delivered until the 26th. Called and asked why everything has taken so long to be handled. Just a bunch of lies. And then I asked if they could expedite the shipping, on them, so that the item could make it for Christmas. Since It was a really important present. They said they would do that. Then today the 22nd I get a message that they have shipped the item and then charged ME for $30 for shipping. I tracked my item, it still isn't getting here until the 26th. When I originally placed my order I got free shipping. This place has disappointed me immensely. Especially since I had an understanding that pottery barn was a well respected company. Will not shop here again.

They sent my custom order of monogrammed backpacks wrong. Names spelled correctly but the graphic was put on opposing backpacks. Since it was a gift it would be difficult to get the reciever to return it. They wouldnt give me additional items or a different backpack unless I returned the old. I even sent pictures to show their mistake. They offer me 20% credit which I also thought was a lame compensation. I will never shop there again. Its not that they made a mistake but the compensation they gave for the mistake wasnt worth shopping here again if it happened again. Guess this customer isnt worth keeping.

I ordered personalized stockings for Christmas that were nearly $200. One of them had the complete wrong personalization (it was correct on my end and reflected even on the tag of the incorrect stocking). I called four times to get the correct stocking sent to me and was consistently told that my item would arrive within days and would be rush shipped. The fourth person that I spoke with told me that the collection was now sold out and I couldn't get a replacement. This is my son's first Christmas and I'm so disappointed and upset. The final person that I spoke with was nice and apologetic, but I shouldn't have had to call four times and try for a month to get the Christmas stocking that I paid for.

Ordered a bed weeks ago. Email says its in warehouse. After several attempts trying to get a hold of someone to schedule delivery they told me to call the warehouse. Person at warehouse was extremely rude and unhelpful. Basically told me he didnt care about the bed and there was nothing he could do as what I was told and saw in the system was not true. Asked to speak to a supervisor and he said theyd call me back. That was weeks ago. Still waiting for a call. And my daughters bed. As of now they have my money and I have nothing.

I ordered a a bookbag from them. I loved their styles and sizes. First it doesnt tell you how much they are charge to put your name on the bag. (its 15 dollars) then they offer shipping and next day shipping. The next day shipping was teh same arrival time has regular shipping but is 30 dollars more. The customer service rep was snarky and basically said to bad and wont refund you the money... the 30 dollar bag turned into 90 dollars... never again.

Have had the cameron wall system in each of my daughters' rooms for 6 weeks now. Off-gassing is ATROCIOUS. After reading reviews on this site, was expecting the worst from PBK. Instead, Patricia & Yolanda CS Reps from PBK said they would send a truck out in the next week to pick up the furniture (no packaging necessary on my part). Was impressed. Thank you! Hoping that PBK decides to use low or (pref) no VOC paint. Will not be buying from them until they publicly make the change.

I ordered a baby doll stroller for my grand daughter, The item arrived with defective and missing wheels, After numerous calls to customer services we were told to ship it back for a replacement,
Getting a shipping label off PB's web site was impossible, the app asked for information about the order but would not accept any information we provided, included zip code and name. Never mind that the name and proof of purchase showed on another screen, which could have been easily used to populate the fields and get us the shipping label.
So after 2 weeks and many calls still no shipping label and we get yessed to death by incompetent support staff.
It; s the WORSE shopping experience ever, Stay away from Pottery Barn online shopping

I had a piece fall off a Pottery Barn Kids glider that is a choking and impalement hazard in May and sent this information to PBK immediately. The customer service person apologized, asked if anyone got hurt and offered $150 gift card. No explanation as to what went wrong. I stupidly thought it was a fluke. Another piece just like it fell off and I alerted the same customer service person on July 20. I was asked to send more photos, which I did, and I was told to go to some website to find a furniture medic on my own. I told her I was not satisfied. I got a call on Sunday, July 30, and was told they could send someone out but it would take 7-10 business days for someone to contact me. I told this person that this is an urgent matter and waiting 2+ weeks is not acceptable for a piece my crawling baby could swallow if more come off of it, as well as it could puncture someone. Multiple phone calls and emails later, still nothing. I currently am sitting on hold for 30+ minutes trying to get some help. Insane that we spent $6,000 at PBK on our baby's furniture, with white glove assembly (which parts of they screwed up) and no one will help us with this potentially DEADLY furniture defect! Excuses, placating and non-responses are all we're getting from "customer service." Atrocious.

I spent 3 months of my life going back and forth with them to get the correct hardware for 2 beds that were delivered without it. One side of one of the beds was also scratched. It took 5 trips of different delivery guys to finally get the job done. After all I went through I should have received a full refund for both beds. Instead they only offered me 5% back for "my trouble". I spent more than that on childcare so that I could be home for the deliveries that never happened. I will NEVER BUY FROM POTTERY BARN KIDS OR POTTERY BARN AGAIN IN MY LIFE. I have never been more upset with a company than I am with them. Every time I called I received a different story. No one knows what they're doing there.