Pottery Barn Kids

I have purchased a kids bed from Pottery Barn Kids and both of my kids got injured due to poorly design. Fairly quickly I have contacted them to return the item but they have disagreed to return the item before they have investigator perform the investigation on the design at my home, even that they have that design on their hands. After having the investigator, who has agreed verbally that this design have potential design issues that are hazardous, Pottery Barn Kids employee Perry Silvia has denied my claim and due to his unprofessional decision, my kids are still exposed to safety hazards from their design. I strongly advice all of the parents to analyze all of the kids products before buying them because Pottery Barn Kids do not care about the safety of our kids.

The quality of the Mackenzie Backpack (Unicorn one) is substandard for Pottery Barn, I would not recommend this. I ordered one less than 2 months ago and it is used by a 4 year old to carry into school, hang on a hook and carry out of school, its not carried around all day or thrown on the floor. It has 3 places where it is worn completely through (in less than 2 months!). Pottery Barn customer service says it is expected normal wear and tear (in less than 2 months!) and will not refund or replace. The material seems to wear through/snag very easily (it did in several places on ours) and the trim/binding is coming unraveled in multiple places as well. I'm disappointed in Pottery Barn for not standing behind their product or providing products with more durable materials than this. Customer Service told me I could order another one for a 10% discount...I will not be ordering another one. I expect a backpack to be made of a material that will hold up under light use for more than 2 months.

A zero star is what pottery barn kids deserves. I ordered a gift for a surprise baby shower, and the delivery day was supposed to be the day after the party, but I wanted to make sure. I called them and they said they have a note from the registry not to deliver before the day of the party. Two days after, I get an email from pottery barn saying my order is going to deliver a week before the party! So I called again and I talked to the manager and he assured me multiple times that it would not deliver early. He gave me some kind of explanation about why I got the email. I asked him multiple times to verify I would not get it before the delivery date—I told him I'd go stand in front of their door and wait for the mail man and pick up the gift from him. He started laughing and said, "no you don't need to do that because it's not going to deliver before the event." Guess what happened? The gift was delivered to the mom-to-be a week before the party. VERY bad customer service and VERY bad experience with this place. Thank you Pottery Barn for ruining a surprise baby shower. It's clear how much you care about your customers.

Ordered a set of nursery furniture on labor day weekend. After 2+ months of waiting for the delivery, one of the items was delivered damaged (a glider chair with a rip & white paint on the fabric). I was frustrated, but decided to exercise some patience. We opted to keep the damaged item until the replacement order came - which we were told would be ~6-8 weeks later. Several weeks passed with zero communication/updates from PB Kids, and I when I called to check on the status of the replacement glider, I was told the est. Delivery date had been push out by yet another 6-8 weeks. Our baby is due any day now, and while the damaged glider that we has functions fine, I feel it is completely unacceptable to have this kind of issue remediation when we paid so much for this furniture. Every time I call for an update, its as if I'm starting back at square one, and none of the associates at PB Kids seem to have any meaningful updates for me (The order doesn't seem to have progressed still...). In general, I have a bad taste in my mouth for the PB Kids brand based on a number of different interactions with Customer Service.

Took over 45 minutes to order 2 items due to a problem with their website for Mac users. Then they decided to break the order into two and charged me TWICE for postage. I will NEVER, EVER use them again.

I purchased a monogrammed backpack for my son for Xmas and it was great at first until he used it for 3 days and the retractor arm stopped going fully down. I immediately reach out to them and they tell me hey no problem we have it in stock and can get it out to you in the next few weeks and confirm it via email on 1/8. So almost a month goes by and I am wondering why 1. I never got an email to follow up with the tracking number 2. Never got a call telling me there was an issue. I reach out today and I am told 1. Sorry they never processed it 2. Sorry that backpack is sold out 3. Sorry for all of this but we can only give you a store credit for a backpack we no longer have so have fun picking another one that your son will not love as much.

I have run call centers for 20+ years so this clearly has not impressed me in any way shape or form and anyone under me who did this would be immediately placed on disciplinary action. The product would be directly refunded to the client and not have us expect they will want to purchase from us again after such a terrible experience overall. I used to love Pottery Barn but this one failed interaction will make me think again and I will probably just lose the credit because my confidence in them has been damaged on both the quality of product and the overall customer care they provide when their products and CS fail at this level.

This company has gone down hill fast. Customer service is apathetic at best and at times just unprofessional. Products look nice from a distance/online but are poorly finished and mediocre in quality. Price point is quite high for the quality. It can take a lifetime to get customer service on the phone when there is an issue, and there almost always is an issue. Shopping in person is no better. The stores always seem understaffed and every transaction such a complicated to do. Make sure you leave plenty of time to purchase anything at the stores. Almost all products are made in china with little quality control. We have had delivery people show up with muddy boots refusing to take them off and stating they had no booties to cover them up! White glove service it is not, but you pay a pretty penny for the delivery. Our daughters bed was installed asymmetrically so the mattress tilts to one side. Product measurements are off and descriptions not always accurate. We have come to the conclusion that they have simply gotten too large and clumsy to remain sustainable. There are plenty of other options with far better customer service such as land of nod and restoration hardware. We are no longer willing to put ourselves through the agony that is shopping pottery barn kids.

Absolutely horrible customer service, especially for the prices. After months of waiting, I finally received my son's Modern Gray Twill Anywhere Chair and one of the inserts was incorrect to the point that we cannot use it. I called to ask for a replacement and I was told we would need to send back the entire chair (even though it was personalized) and because the box was so badly damaged upon arrival, that I would need to purchase a box to send it back in. The price of the box is beside the point, I'm more upset that I would need to pay anything extra to return something that I ordered correctly and received incorrectly. Pottery Barn Kids should have made this right by, at the VERY least, providing means to return the items. And to add insult to injury, I won't be receiving a replacement until January 19 at the earliest, and who knows if the parts will be correct. I am completely understanding of the supply chain issues our country is facing, but as a customer that has already paid and waited, I feel I should be receiving an expedited replacement. Thankfully in the end I can return it to a store rather than paying for a shipping box. I also find it very interesting that you can't leave any reviews for Pottery Barn or leave reviews on their items online. I know for a fact I will never order another item and if this comes incorrectly again, I'll just return the whole chair and order elsewhere. Do better, Pottery Barn!

WORST customer service ever. SHAME on you. BIG SHAME. This is the second time that we order a piece of furniture from you and never receive the item or any update from you until we call ten times and each time hold for like an hour until they find someone who can track it and even then the only answer is "it is in process"! And on top of that playing with our nerves and patience and just keep escalating the frustration! Big shipping fee for this bull$#*! service?! Had we not called to inquire about the item it would go unnoticed forever and you NEVER bother to do anything to compensate for all the trouble you make for your clients. NEVER SHOP AGAIN FROM YOU AND WILL TELL ALL FAMILY AND FRIENDS AROUND US ABOUT YOUR BAD SERVICE. YOU DON't worth the time and energy of anyone.

They are rude and unhelpful from the stores to the online customer service. I called the store regarding a pickup and they said they would call me back and never did. So i called back a couple hours later to inquire about my pickup and why they hadnt called me back and the lady was soo rude and unapologetic. Like i owed her something. Then when i finally picked up my order the item goes on sale 2 wks later and they wont do a price adjustment and wont even escalate my customer service call so i can speak to a supervisor about how i felt about the whole process. They then told me they prefer me to just return the item, in which case they would charge me, and id also lose my shipping fee to the store. They rather the customer do all that and lose money than give me an adj on a product i can return and purchase for the lower amt. The worst experience ive ever had, especially given that their prices, i expected more. This was my first pottery barn experience and mever going back

I ordered a crib, mattress, and changing table from pottery barn kids on May 30 for my baby due in early September. We received one update from them in July, letting us know that the order was delayed to end of July/early August.
Upon calling, we realized they had everything but the mattress, but were holding it all. We asked them to split the order so we could start to get baby's room together. We received the changing table but never got any update on the crib.
Over the next month, I called them more than 5 times. I was assured every step of the way that I would get calls back, delivery scheduled, and get the crib before baby came. Two weeks before I was scheduled to go to the hospital, a rep promised me I would have the items in 7-10 days. A week later, another rep promised I would be getting a call to schedule delivery in two days. Three days later I was able to schedule the crib for delivery for four days after my baby was scheduled to be born, but only by cancelling the mattress order.
When I tried the direct line to the person that had been helping me to get a refund for the cancelled mattress, it did not work.
This has been an unacceptably difficult process, and I would strongly suggest never ordering furniture from this company.

I ordered a table and chair set. Realized within5 minutes I ordered the wrong color. Immediately called back. I was on hold for 30 minutes. I was told they could not access the order and to call back in the morning. I called back and was told the order was in the fulfillment center and it was too late to change the color. I explained that I was told to call back in the morning. I was given a exception to the final sale rule and sent a shipping label for ONE box. The item came in TWO boxes. I have called SIX times for a second label. This is the WORST company ever. Will NEVERY EVER buy from them again. STAY AWAY

I bought an expensive glider for the nursery thinking it would be a good investment piece for our firstborn. However, after a few months it starts squeaking. At first I tried to ignore it, but it gets worse and worse over time to the point that I can't sit at anymore because this squeaking is so loud and awful. It's obviously not conducive to getting a baby to go to sleep. You can imagine between a crying baby and a loudly squeaking chair what that does to a new mom's nerves over time. It has me in tears that I can't rock my baby to sleep anymore. My husband and I tried to fix it but to no avail. I called pottery barn customer service but they said they couldn't do anything because I had been a year since delivery of the piece of furniture. However, I explained that we bought the glider several months before the baby's birth, so it was much less than a year of normal wear and tear. We spent several hundred dollars on a piece of furniture that provided us with less than a year of use, and customer service did absolutely nothing for us. Please save yourself the hassle of buying an investment piece from pottery barn, because without decent good customer service it's not worth it.

Ordered bunk beds two months ago. It was scheduled for deliver 10/19-11/2. Called today 11/2 because I hadn't heard from them. They said the order was canceled. I asked why I wasn't notified and they said an automated email came out that probably went to my spam. I check my spam weekly for work. I never saw it. I asked for them to forward the cancellation email. He couldn't produce it. He wanted to reorder for me at a much higher price. They wouldn't honor the ordered price which had a confirmation from them that the order had taken place.

Top sheet was sent upside-down. Didn't notice until much later when I was in grandsons bedroom. Defect

I purchased a kids small backpack, lunchbox and water bottle in the glow in the dark unicorn pattern. My order arrived a couple of days ago. My granddaughter was so excited to open the box as it was her birthday present. The lunchbox was as ordered (I had all three items monogrammed). The backpack's (not inexpensive) monogrammed name was not correct. The D in the name had been monogrammed below part of the D and was way off and the Y was completely missing. Very disappointed. It would seem quality control would have caught this and wondering if anyone else has had this happen? Since monogrammed items cannot be returned, I called the main number on the packing slip to as what to do to make this right. First I waited around 35 minutes. Second around 15 min and finally gave up. However, I then called a local store and the kind lady will refund me and I will buy another in the store and have it monogrammed there. Last time I'm ordering online. What happened to Pottery Barn? Employees not being trained to the standard one expects from this business. I ordered online to save gas and traffic as am 74 years old and do not like driving in the traffic in another town.

Besides being overpriced, yes you knew that - but went ahead anyway because the grand kids are worth it. Ordered by mistake. You immediately called to correct. No way to cancel the order, on line or over the phone. You will get a rep with an attitude reading a script saying " that it is in process, call later", when you do, you will get the second excuse, "what time zone are you in". You are in the wrong one, so don't think too hard. "Call back again. Sorry still too early / too late. When you do. "too late, can't cancel now. Just return it (at your cost) when you get it." Yes, your cost, time & trouble. Escalate to Jessie x *******, the "Supervisor" he says, "You should have read the fine print. Too bad. You shouldn't have ordered something that you didn't want." Sorry. Do not believe their posted obligatory rhetoric

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