Pottery Barn Kids

Ordered a bed and waited a month just to contact them and they said the item is back ordered. Canceled that order and asked if they had another bed in stock, was told yes it was in stock and could ship immediately. Well immediately was a month later and got a shipping email. When the delivery date came it didn't show up. Gave them 2 extra days before I contacted them only to be told they canceled the order because they didn't have a part! GOT NO NOTICE WHATSOEVER! THIS COMPANY IS TOTALLY TRASH AND NOT SURE WHY THEYRE SO LOVED. THE WORST EVER!

BUYER BEWARE! I tried to place an order for a 15" Avengers backpack and when I entered the personalization the website changed the size of the backpack to mini. Today I received a tiny backpack and when I called customer service to ask them to replace it they said that since it is personalized there is nothing they can do about it. The lady in customer service was very rude and could care less that I was out the money. I should have known that this would happen since I caught them trying the same thing with the water bottle I had ordered after the backpack. I selected the regular water bottle and when I personalized it the website changed the size to large. I noticed the discrepancy after the order had been placed and was able to call to change it, but it did not occur to me that the same might have happened to the previous order. I will never order from this company again. They are trying to trick people into buying incorrect personalized items so they are forced to spend more money to receive the item that they need. That is just bad business.

Pottery Barn Kids lies about Black Friday and Cyber Monday sales! The true sales are AFTER Black Friday and Cyber Monday. Pottery Barn Kids advertises sales and expects people to believe that the company participates in traditional sales days of Black Friday and Cyber Monday. However, Pottery Barn Kids intends to mislead and fool consumers to purchase on these traditional holiday sales days, Yet after these traditional sales days, when consumer purchases have reduced, then the company lowers prices and refuses to price adjust for the foolish consumers who believed that Black Friday and Cyber Monday were valid sales prices.

My daughter is expecting her first baby in August and ordered crib bedding from pottery barn kids in April. She was informed in June that those items were on backorder until August. She was told she could cancer her order but since she paid with gift cards she would have to wait 7-10 days to receive new gift cards for her to purchase different items. When she received the gift cards, she called to reorder and was told to order a specific bedding set because it was in stock. The new set came with a sheet that was not wanted, but she was told it was less expensive to purchase that way so she ordered. She has now been informed that the sheet is on backorder and because of that they will not send the comforter and skirt... she did not want the sheet to begin with! Their solution again is to cancel the order, wait another 7-10 days for the gift cards to be returned and replace yet another order for just the comforter and bed skirt. She has been hung up on by customer service. This is the worst service ever received and the inability to cancel and use the same gift cards for another purchase without waiting is beyond anything I have ever heard. I was told that an order could not just be cancelled and refunded, that I would have to receive the shipment first (even if it's on backorder), return it to them and then they will refund the money! Worst service ever!

They had a backpack lunchbox and water bottle combination on sale for $52 and when I added it to my cart it and marked the full price. Before purchasing I called customer service and inquired about it. They told me they noted on their end and once the item shipped I would only be charged the sale amount. She assured me and told me to proceed with the transaction. After checking my bank statement I got a charged the full price on all of the items. I then emailed in and was told they would only issue a merchandise credit even though that is not what I was told. I let them know this was not OK and that I needed the refund of the difference of the amount to my card. After three emails they refused and said the only thing they could do was do a merchandise credit. They still have not issued a merchandise credit and will not call me about issuing my refund. I have had a horrible customer service with getting this issue resolved. I even had somebody tell me that they saw nowhere where the items were on sale (like i was lying). Luckily I screenshotted it it from their website and was able to send it to them. This has been an awful experience I love ordering from them but this experience was unacceptable. Also to top it all off I received the backpack and paid extra for embroidery which was crooked.

It really is a shame you can't give a company a 0 star rating. Even that would be too generous for Pottery Barn Kids.

We were gifted a bassinet insert that didn't fit the bassinet we'd purchased. In an attempt to return it, we were first told it wasn't returnable, and then upon talking to their atrocious customer service, they made an "exception" for us to return it, except the shipping cost would be on us, and it cost $30, half the price of the item itself. We were given the bs excuse that it "might" be because of the size of the item, but that's ludicrous given that the item is not large by any means.

To top it off, just to get this level of service, we asked the rep to escalate to their supervisor, which, to them, means to send a text and let the customer sit on the phone and wait for a response.

What first felt like highway robbery ended up feeling like a scam entirely. It's pretty shameful that a company who claims to be able to help with parents' needs can get away with "service" like this.

I would stay far, far away and look to any other retailer in existence before coming back to Pottery Barn Kids.

We felt pressured to rush to make a decision on a crib because of the supposed "great deal" of 25% off, so we quickly picked a crib and dresser on the last day of the 25% sale -- the Larkin 4-in-1 and the extra wide dresser. But we decided a week later to return it after changing our minds. So I called customer service to return it, and I was told I could only be refunded for the furniture itself but not the shipping fee, because the item had left their warehouse. Never mind that no human had actually delivered or assembled the items, because we NEVER actually received the items. They simply needed to move the item back from one warehouse to another. And we are now somehow out $270 because of this, even though the shipping was only $249. I continuously asked to speak with a manager or someone else, because I was never told of this policy when I made this purchase and did not believe that a customer should have to face this without first being told that this was the policy. But I was told that there was no one else to transfer me to and because we changed our mind, we had to still pay the fee. I never imagined we would have THROW AWAY so much money when the items never even physically made it to our home! SAVE your money and buy from a more customer-friendly company who will at LEAST notify you of their atrocious policies before you purchase!

We had an order placed online. This came 3 months late after canceling 1 month in to the order. They had no records of us canceling the order. Not only that, the order came completely in different color. DO NOT USE POTTERY BARN KIDS ONLINE. THEY ARE USING REMOTE VENDORS WHO CAN NOT DELIVER ON TIME. ALSO POTTERY BARN DO NOT HAVE ANY INFORMATION ON THE VENDORS ONCE THE ORDER IS PLACED ONLINE. ALL YOU CAN DO IS WAIT FOR THE PRODUCT. THEY WILL KEEP SAYING ITS COMING SOON ETC.

I bought a dresser/changing table for my baby from pottery barn kids. I put the order in over 8 months ago. When I purchased the dresser, they said that it would take 2 months to fulfill the order. That was perfect because it synced up with the time my son would be born. As soon as the two months was up, I did not receive my dresser, I look at the status of my order and it turns out it is pushed back 2 more weeks. Fine. 2 weeks later its pushed back another month. Okay. The month rolls by and it says another two week. This cycle goes on over the next 8 months and still no table!
I gave them a call 5 weeks ago (7 months later) to figure out where my dresser is and what is the hold up. The woman tells me that they are waiting for the manufacturer to fulfill the order and as soon as its done they will ship it out. If they can't fulfill the order because they don't have the product, I would call that SOLD OUT. Don't just take my money, give me numerous dates of delivery, and keep pushing it back, and just call that a "backorder". You don't have it. Its sold out. Apparently they're waiting for Jesus himself to rise back up and make this freaking dresser.

When I confronted customer service, she said she would send me emails regarding my order, when there is movement, and notes about our call and all this other great stuff. I haven't received one thing.
Honestly one of the absolute worst companies I've ever had to deal with. If you don't have a product, CALL IT SOLD OUT! Don't just steal your customers money and not deliver, then blame it on the manufacturer.

I recently bought a twin bed and the Cameron Creativity Storage System Cubby. First, it's terrible they do not allow reviews of their own products because I think parents should know that the storage cubbies have a very strong chemical odor. The off-gassing lasted for over a month. If I would have known I would not have bought them. That said, they do look very good and are perfectly functional. For some reason PB charges (or charged me) a per item delivery fee + shipping regardless if it is shipped or white-glove delivered. For a bed and the cubby system the fees totalled more than $500. I wasn't going to order but a service rep said she'd discount part of the fees after I placed my order. She didn't. After the storage pieces arrived I waited at home for half a day for a bed to be delivered. They never showed up. The bed was missing. Replacement was offered but I would have to wait 6 weeks. I had many conversations with customer service. They were shockingly apathetic. I'm still kicking myself for not buying local.

We will never be purchasing from this company ever again. Ordered a tool bench back in November. The website said nothing about being backordered, but did say we would get it by Dec 18th prior to purchasing in cart. When we made the purchase, the item was suddenly backordered but promised for Dec 23rd. One week before Dec 23rd the item was credited to our credit card, then drawn back out numerous times... Fast forward to January 21st when I have finally given up and requested this order to be cancelled due to many, many interactions of promised dates it would ship and then was told it shipped when it didn't. I cannot understand how you can promise to ship an item you don't have and clearly have no intention of having anytime soon. Customer service representatives do not know any information about anything frankly and will tell you anything to keep your order, including telling me I cannot cancel my order because it is simply backordered... If you cannot and will not provide the product that was ordered months ago, I can cancel my order. So unprofessional, untrustworthy as they have lied numerous times, and frankly I cannot believe how many times they credited and then recharged our credit card. Terrible company. Do not trust them!

Absolute worst customer service ever! I have been trying to contact them in regards to a recent purchase that I had made. I ordered what I assumed was a Zoey trundle bed. But unfortunately I only ordered the trundle and the bed was being sold separately. The Zoey advertisement was not showing *trundle only* as seen in the other item listed in the picture. When I reached out to customer service they did not offer an apology at all and told us that we had to repackage and take the over 110lb. Box back to FedEx. All I really wanted was the actual bed that matched the trundle now that we were stuck with the trundle. However I was then told that they no longer sold the Zoey bed and hadn't since October of 2018. This purchase was made in May of 2019! Why are they still selling the trundle if they no longer sell the bed?!?!? I have reached out to them several times in the past two weeks and keep getting the same run around from different customer service representatives. Horrible! They have lost me as a loyal customer.

Three strikes and you're out! We're very patient people and purchased 3 times with pottery barn kids. Every order was painfully met with discrepancies and when we called to get the order right, it was a different person each time with a promise that would correct the order. No luck!
The most recent incident was the infamous website that hardly ever works. When applying the coupon... it wouldn't work. Tried again and again. No luck. So, we stopped. The next day we received a personal email stating that our item left in the cart would be another 20% off today only. I immediately went through the entire ordering process, put in the new coupon code... didn't work AGAIN! Called the never helps customer service and they said it doesn't apply to this item! HELLO? Our personal email that SHOWED a picture of the item said to act TODAY to receive the 20% off! Spoke to a manager. NO LUCK!
TERRIBLE TERRIBLE CUSTOMER SERVICE AND WEBSITE! My daughter ordered luggage for her daughter. They messed up the personalization. It's been FOUR months trying to get it right. This company IS BAD! Save yourself a lot of frustration. They don't care about the customer. There's no accountability for their mistakes. I would have given zero stars but that wasn't an option. One star is too many for this company!

Never ever again! First, false advertisement of products online. Second the worst customer service ever. I ordered infant car seat which suppose to come with the wheels as advertised on the website with pictures and description. However, when I called customer service an hour after placing an order online to varify if it does they said that product doesn't come with wheels and I cannot add it either. I asked to cancel the order but they said it's too early I need to call 24 hours later to do it. Also customer service rep said I can't return it bcuz item is on sale which is not true since there's no mantioning of it being on sale on the web site. I specifically read shipping and return policy and it said that I have 30 days to return this particular item. When I called 24 hours later they said it's too late the order is already processed for shipping and I can't return it because it's custom made which is another lie bcuz it's just a regular car seat without anything custom made about it. Two different customer service reps and two different bull$#*! stories. On sale and custom made?!?! Not to mention everything is done in very condescending tone. I asked to speak to the supervisor but they said he's not available. They took my info saying that he'll get in touch with me but nobody ever did. This is completely unacceptable they need to be shut down!

I placed an order for 2 beanbags in February and didn't receive them until the end of April. When I called the representative told me they should expect them to arrive the early part of March and to watch for shipping updates on the original email confirmation. When I didn't receive them by the first of April I called again. I asked why is it taking so long to receive these two beanbags, are they made in Hong Kong Egypt? The girl on the phone said "I'm not sure"! She told me I could call back on April 26th when they were expecting the next shipment of beanbags and perhaps my order would be included. I then asked if I could speak with a manager who could perhaps explain what the issue was and help expedite my order. I was told they couldn't help me so I would just have to wait. There was no apology in the delay of the product, nor any offer of compensation for the time lost. I did finally receive both beanbags exactly as ordered but the service PBK offers is the worst! I will never order anything online from them ever again! TERRIBLE customer service!

Where to begin! I had three incidences with them and I'm finished forever! I should have learned. Their customer service is the worse I have ever seen! It's feel like Pottery Barn Kids trains it's emoloyees to delay making a decision and keep delaying their responses and passing the problem off to different reps, even though at the end of every email they alll type the same thing, "I'm personally following your account."

1. Don't order the Nuna set from them they won't send you the attachments and they will keep delaying and blaming it on the warehouse. Six months later and the case is still pending.

2. Don't order something that needs to be returned they sent me the wrong mirror. It was too heavy to put in my car and drag to the store so I contacted customer service and it took them 2 months to get ups to pick up the package.

3. Don't order anything using a gift card online! I currently am going back and forth with them because I ordered garland on Nov 2 I knew it had a two week lead time. After four weeks I reached out to customer service they gave me the typical run around trying to contact their vendor... it's now two months later and no refund or item I ordered! I'm going back and fourth with them and they keep saying they are waiting on a response from their vendor! I don't care about their vendor I ordered it from pottery barn kids not their vendor! It's alrwady passed Christmas I clearly don't need the garland now. There is absolutely nothing I can do because it was a gift card. They are total thief's!