Pottery Barn Kids

Back in September we travelled to a Pottery Barn Kids store to consult them on ordering a glider for our nursery. We wanted to get a very realistic, very clear sense of delivery times because of Covid. We we assured (from an employee and a manager) that it would take a MAXIMUM of 3 months, from order date to in-home delivery. So we purchased. After realizing the glider had been "in transit" for 2 months, I decided to call and get an update. Apparently the glider was "temporarily lost" and they placed a "track and trace" on the order, and that I should call back for an update in 48 hours. So begins a frustrating tale of many many phone calls, to many many customer service representatives. Each time I call I get a different story, all assuring me that the piece is in transit, and should arrive by the quoted delivery window. Mind you, this "quoted delivery window" keeps moving farther and farther into the future. But still, I just "need to be patient"!?... Finally a few days ago I just broke down crying to a rep on the phone. Its been 5 months, 3 months 'in transit'! It's really the only thing we have ordered for our nursery - and even if it isnt special to them, it is to us! I just wanted to know honestly if we could count on it by our baby's due date in 2 weeks, or if I should try to get something else in time? I have tried to simply cancel the order but they are making this impossible too, placing me on long holds, transferring me to dead-end lines! I am honestly shocked and disgusted by the lack of respect and regard that this big brand actually has for its customers. We will never, ever buy anything from the Pottery Barn family of brands, and I hope this review inspires potential PB shoppers to instead buy from other brands that care about their customers and deserve their business.

This is as terrible as customer service gets. In fact, I could write a case study on my experience, highlighting how lack of customer care leads to dissatisfaction and complete lack of trust in a brand. My wife and I ordered our entire nursery there, a very significant order and we have had nothing but frustration. We placed the order in May and were promised ALL items, including the expensive crib would arrive by July. Not only was this not the case, however, they placed items on backorder until September without even letting us know. Had it not been for us checking because we expected our furniture to arrive this past week, we would have been left waiting. In addition to the obvious lack of communication - when we contacted the customer service phone number - they were extremely rude and unapologetic - possibly the worst experience we have had with three customer service representatives. I wonder if they get any training in empathy or even common courtesy - clearly not and this has made me wonder if they are purposely trying to tarnish their brand. Needles to say - we will never buy a single item, ever again from Pottery Barn - kids store or furniture shop. This brand equals lack of care, condescending behavior is their status quo and a complete diregard for the customer is central to the experience. This store is also unprofessional and never even bothered letting us know - after promising that we would be 100% all set for July delivery - which was already past 4 weeks from ordering which we did in store on 5/28. I would recommend you look elsewhere - lots of other great brands like Babyletto which is where we will be shopping from now on.

I ordered furniture pieces for my son and his wife's first baby to set up their nursery. With their baby due in January, 2021, we ordered September 6th, 2020. The order is still not complete, February 10th, 2021. The baby was born a month ago, and we still don't have a crib. They falsely advertise inventory, showing it to ship in 4 weeks or so, when in truth, they have not been able to get any inventory from their vendor. Yesterday, on my 30th call to them to check on the crib, a supervisor told me we had been wise to follow another employee's advice in early January to give up on the first crib they wanted, cancel that one, and order my daughter-in-law's 2nd choice. I learned the original crib we ordered last September 2020 is not set to restock until July 2021. I immediately checked the website, and acted as if I were a new customer ordering fresh with that crib... PBK told me it would arrive at my house by Mid-March. This is completely untruthful. They know the next possible date they will get any of these cribs from the vendor is in July. So, more couples will plan their nursery set-up based on false promises. They promised our 2nd choice crib was showing 168 currently in stock at the time we switched to it. They said it would ship in 2 weeks. That was 5 weeks ago. Now, they told me yesterday they actually have no inventory on the crib, and hope to get some in "this Friday". Do you know how many times I've been promised inventory was arriving in a few more days? At least a DOZEN times. Yet, it never happens. Add to that, no one lifts a finger to try and show compassion or offer help. I was promised a $150 rewards card in December for our continued trouble. It never came. The whole situation has broken my heart, and caused much stress over something that should have been a big blessing to a young family preparing for their first baby. Do not order from this company! It's highly likely you will have a new baby and no furniture for the nursery. It's sad to say after decades of loyalty to Pottery Barn, PBK, and PBTeen, they have changed. Not at all the same any more. If I don't contact them, I don't hear from them. They don't seem to care at all.

I had ordered the Elliot bunkbed for my 7-year old and 4-year old from the Pottery Barn Kids store in Dallas. I paid for the bed at the time of the order back in April. I was told the bed was on backorder and would be delivered in May. I was charged for the bed again in June when the bed shipped. Neither PBK in Dallas nor the PBK Customer Service guys were aware that I was double charged when I called them but they finally figured I was and credited the second charge later. The bed shipped to my house with parts missing, and ended up being left in my garage. Today, 4 weeks later, the part was delivered to my house only to realize some other parts are missing. It has been 3 months and I still don't have the bunk bed ready. This has been a complete joke! Also, there are different parties involved and no one knows what is going on - PBK Dallas, PBK Customer Service, PBK Delivery Company, William Sonoma, etc. Awful experience with my 2 young kids still waiting to see a bunk bed that I paid for back in April and bought other furniture and accessories totaling $6K!

PBK has the worst customer service ever, does NOT stand behind their products, I gave a GIFT of a backpack and matching lunchbox that was monogrammed and was alerted to the fact that after 3 weeks of gently use the straps were coming un-stitched, I promptly returned the backpack and reordered. I did receive an email that my package was on it's way and I let the recipient know that it was all taken care of. Only after 2 weeks NOTHING was delivered. ONLY then when I made the telephone calls did i hear that my package was backordered, after several times calling, i hear they now NO LONGER carry my pattern, will not allow me to have a replacement set unless i go to the recipient and ASK FOR MY GIFT BACK? Are you kidding me? They are not only waiting for their replacement part but now i have to ask for the lunchbox back too? LET'S SEE HOW THE REP WOULD FEEL ASKING ABOUT GETTING A GIFT BACK FROM SOMEONE THEY GAVE. TO. Muliple hours of phone calls and disappointment, order canceled. Their loss, will no longer ever shop there again. Also plan to rewrite review after review until the world knows how poorly they treat people. If only they watched this site, you think they would change their ways as i do not see anyone that cares for their customer service dept.
Shame on them!

Potterybarn Kids has the worst customer service we have ever experience for a high-end store. For our registry we had a crib, a changing table and a nightstand. My wife's Aunt order the changing table and nightstand and paid for instillation, her mother order the crib, not the one we originally wanted due to the crib being back ordered until November, so we had to pick another crib. We received the crib prior to the changing station and nightstand. My wife called the furniture scheduling to see if they would be able to setup the crib while they were there with the changing table and nightstand. After being on hold for 50 minutes, she couldn't hold for any longer and needed to hang up. She tried to call two days later and again waited for over 30 minutes before she had to hang up. Since it was a day before the installers were scheduled, she decided to call our local store. She talked to someone and provided our information and the lady said she would try to find some information and would call her back. Guess what? You got it, no call back. When the installers showed up, she did ask them, but understandingly they were unable too. So, she called one last time the furniture scheduling number and was actually able to get a hold of someone after a short 20-minute wait. Well she was informed that you do not complete instillation for things delivered UPS and that the next scheduled time would not be until mid-September. Well with the baby coming around then, we decided not to wait that long.

So in short, while they may provide high quality products, their customer service is absolutely horrible and has influenced our decision to never shop at their store again.

Just wasted 2 months on a nursery rocker for my nephew. When it was ordered it was in stock and I received a estimated arrival date. That date kept getting delayed. I called customer service 3 times. The first time they assured me that there were upcoming shipments of the product coming at the end of the week, and that since I had ordered so long ago, I would surely be next to receive the order. The second time I called (yesterday), some more time had passed and my order had now been further delayed. This customer service representative was confused and told me she could help with an investigation if I called back in two days. I was going to do that, but I logged into my account to view my order and it said "canceled." That's it. No email notifying me of the cancelation, I had to extensively track this whole process myself and not even a courtesy email that they had canceled the order without my consent. I called today to find out what happened. I spoke to one representative (who couldn't offer a solution), so I asked to speak to a supervisor (who also couldn't offer a solution). I asked if they could price match a similar item (from the same vendor). Guess what? They both gave two different excuses. One person told me that it was because the item I originally purchased was now on back-order. The supervisor said it was because it wasn't a "pottery barn" original and that it was not their fault. Not their fault that their representatives sent me on a two-month goose chase. Not their fault that they all continued to lie to me and offer false promises and different excuses. They told me they could offer 10% off but the original product I ordered was 30% off. So not only had I waited for 2 months, but I would also have to pay out of pocket, $100 more, for THEIR mistake. Just admit there was an error, and offer me a solution. Don't lie to me and gaslight me when I call with my concerns.

Pottery Barn just lost a life-long customer. I placed an order today with a competitor, and guess what? I have been guaranteed two-day shipping! What a joke. I can't believe I wasted so much time.

We placed a custom furniture order for a glider/ottoman pair for our baby's nursery on 11/7, and at the time we were told the items would ship between 12/21 and 1/4. We were calculated in our fabric selection, picking an option that was guaranteed to ship (or so we were told) well in advance of our son's due date. In fact, we changed our selection to secure that delivery window as our first choice of fabric would not be available until the spring.

Our original 2-week shipping window has now elapsed and despite 5+ phone calls to the Pottery Barn Kids Customer Service Desk, multiple emails, and a call directly to the Williams Sonoma Upholstery department (the PBK Furniture Department provided me their number directly, making this my responsibility to run down why they could not make that call is beyond me!), we've received no updated information.

We've been told each and every time that it requires 3 to 5 business days to receive updates from the 3rd party manufacturer, which I've come to learn is operated by sister company Williams Sonoma. That 3 to 5 day time frame has now come and passed multiple times with no additional input from any party. No one I have spoken with can tell me where my order is in the production process (I'm not certain the manufacturer has even acknowledged it!), much less when it will be delivered to my home. Keep in mind we've already been charged in full!

I've asked repeatedly to speak with a manager, and to-date that request has gone unfulfilled. I've asked repeatedly for additional contacts or avenues by which to retain additional information, only to be told no additional options or contacts exist.

We had a terrific in-store experience in shopping for and placing this order, but unfortunately Pottery Barn Kids has failed us in every aspect of this process since then. When the delivery window came and went, we had to initiate the follow ups we were never notified of any issues or bottlenecks resulting in delays. We've been charged in full for a custom product that still cannot be located. We've attempted to initiate the cancellation process in order to take our business elsewhere, only to be ignored or to be told that is not an option since this constitutes custom work. I certainly understand the premise, though we paid and entered into this agreement under the guise we'd be receiving our finished product no later than January 4th. We did not make this $1300+ purchase to have it fulfilled at PBK's leisure and convenience.

I ordered a full nursery, including two crib conversion kits on 7/31 (I am due 1/9). All items were ready to schedule, with exception to the chair, which I knew would be slightly delayed. I scheduled everything for 11/19. Drivers showed up on time but with no masks and barely spoke a word of English. One item that was supposed to be on my order did not show up - the book case - but they sent some hollywood style mirror instead which they took back. They begun to unpack the full bed conversion kit (my baby isn't born yet - why would I need a conversion kit). I asked them to repack it and they packed it so poorly that the box didn't lay flat. I asked them to repack it properly and they proceeded to speak in Spanish and called me "loca." I don't think my request was so out of line - they unpacked something they should not have and I nicely asked them to pack it properly so I could store it. No one apologized. They also tossed the anti-tip kits so I had to try to get PB Kids to send me a replacement - which they claim they did but I am still waiting. I have since been dealing with a supervisor, Darrin, who never called me back but proceeded to reschedule the book case (which is now not available until January) for UPS delivery. Mind you - I paid for white glove service for them to bring the item up to my apartment and put it together. At that point, I will be two weeks postpartum and I am a single mom - how am I supposed to drag this from my buildings lobby to my apartment and put it together?
About a week after the above, the bookcase appeared to be ready to schedule (again), along with chair so I scheduled that for 12/2. I got an email confirmation and then kept checking my order online but nothing was showing as scheduled. I called again today (11/29) and they said they have no appointment for me for 12/2 and there is no bookcase to deliver. So now we scheduled the chair for 12/2. I told them that I am expecting Pottery Barn to make this right and refund all of my delivery charges but still have yet to receive a response. While the quality of the furniture is great, ordering from PB Kids is not worth the hassle. I placed my order 6 months ago and the fact that I have not received it complete, that no one seems to be telling me the same story, and that I was treated with such disgusting behavior on the first delivery, ordering from PB Kids simply wasn't worth it. Pregnant women should not be put through this much stress. Pottery Barn should be ashamed of themselves.

AN order was placed on 11/16/2017 with an expected delivery date of 11/29/2017. I have not received the item.

On 12/8/17 I called 2 twice to check on the order. On the first call after speaking with some one in customer service, they tried to transfer me to a supervisor and I was disconnected. On the second call I was told that a request for an update would be sent to the manufacturer and I would receive an email on 12/12. I never got an email.

Called again on 12/13 and talked with Helen in customer service. She had no new information. I was put on hold while she tried to contact someone else. After 10 minutes she came back to tell me it would 30 minutes before she could get this other person. She promised to call me back that day or the next with an answer. I never received a call back.

Called again on 12/18. Talked with a supervisor. She had no further information as to when or if the item would ship. She informed that the update request sent on 12/8 was sent to the wrong department. She sent another request. I then wanted to cancel the order and was told that because this was a special order item that a cancellation could not be quaranted. No where on your website or the order confirmation does it say that the is order cannot be cancelled. She sent in a cancellation request. She told me that it would take 3-5 business days and I would NOT receive a confirmation that the order was cancelled. I would have to call again.

12/26 called again. Talked to supervisor. Need to wait 2 days for logistics to answer as to where is the product.

12/29 Talked to Kim (leadership supervisor) need to wait 8 business days fro response from vendor. I has been 8 days, Nuno has a part on back order. Received email from Kim stating that either the order has been cancelled by Nuno or the unit has shipped. Toll free number on Kim's email does not work. I called Nuno and they have 170 units in stock. Sent this info to Kim. Never got a response back.

1/3 I worked my way up to Brandy who is a Customer service manager. She sent me an email that guaranteed that the order has been cancelled. She also gave me her direct line. I went to the Nuno website and ordered the item direct from the manufacturer. It shipped in 2 days and expect delivery on 1/10/2018. I will never order from Pottery barn again!
Fortunately my credit card has not been charged yet.

If you want to buy a crib, buy it somewhere else if you want it this century! If I could give their furniture customer service department a ZERO I would!
I bought the mid century modern 4 in 1 crib on February 27th 2020 and was told it was backordered and wouldn't be out for delivery until mid to late May. Fine, my baby won't be sleeping in it until he's 3-4 months. Meanwhile ALL the other coordinating pieces I ordered with it have been sitting in a warehouse in Dallas since April waiting for the crib to catch up, and until May I'd getting calls wanting to deliver. Why on earth would I want the dresser, topper, full size bed rails if I don't have the crib.

Now it's the middle of JULY!? WHERE IS MY CRIB?! I have been following up with customer service every week to two weeks since the beginning of June. Every time I call customer service the estimated delivery date is postponed another two weeks to a month, and someone will contact you when it comes in, same song and dance since May. Last week (7/14) I was actually told it's still in New Jersey in a warehouse in route to the Dallas delivery hub and the estimated delivery date to be the week of 7/20! I called today and the estimated delivery has been moved to the middle of August! The only excuse is COVID-19. If that is a valid excuse, why have all the other pieces been sitting in a delivery warehouse since April!?

POTTERY BARN - if you can't deliver because of Covid-19 you should remain closed since you can't deliver. You have my money and I have no furniture! At this point I'd be happy with Target. Your excuses are nothing but lip service. It amazes me that there is no place on their website to provide customer feedback, if they did I'm pretty sure customer service would get a ZERO!