Pottery Barn Kids

Four months between ordering thousands in nursery furniture, we finally have it. They delivered a wrong piece, lied to us on the phone on multiple locations, were very rude in over ten hours of customer service calls (7 hours waiting to speak with someone), and cost us multiple days of work waiting for deliveries that never happened.
Their processes and logistics are clearly a problem. It's unfortunate that customer service has to deal with that, so maybe it's understandable that they're callous and rude. But it's no excuse. Not a good look for a company selling baby/kids furniture that they don't care enough to be nice to families that could have been customers for a decade or more. Never again.

Purchased a ninety dollar rolling backpack in July 2021 for my daughter to use for school. The handle of the rolling backpack broke clean off after only 2 weeks of regular use. When I called to request a refund or a replacement they would not work with me. Their policy only allows for 30 day returns and we just passed that deadline. Asked to speak with a manager and my request was denied. Product was overpriced and low quality, customer service was deplorable. I noticed later that there is no place on their website for customer reviews... that should have been a red flag for me. I am never buying from this company again. Be warned!

My daughter is expecting her first child and my first grandchild October 29,2024. In April I ordered the paxton small space manual recliner in heathered chenille pebble for her along with 95% of her baby things coming from Pottery Barn kids. I was disappointed that she had to wait 6 months to receive it and when it arrived on August 22,2024 it arrived past the delivery window with no calls from the driver and it arrived DAMAGED. When we spoke to someone in dispatch they put in for a replacement but was later contacted that they can't do a replacement until they come and pick up the chair and try to repair it. I did not pay over $1000 to get a chair that needs to be replaced. They informed me the earliest they could come to start the repair was in October which is her due date. If the chair could not be fixed they would replace it and the earliest she would get it would be January. REALLY! She wanted to have newborn pictures taken in the nursery but by the time the chair would get there the baby will be 3 months old. I choose Pottery Barn Kids because of the quality of the goods and their reputation. I am at this point very disappointed with the company.

Im very disappointed with my order. I ordered the snow cat faux fur lounger on April 7 2018. It was supposed to come May 15. It never came no email or anything. I finally wrote them and they got back to me a couple days later. They said it would come in h middle of June it never did. I called and they said mid July. It finally came on July 18. The chair is very cheaply made. You sit on it and slide off. And it already lost its shape. For a chair almost $200 I was expecting better quality. I cant even return it cause it was on sale. I also think they should have given me a discount or something for waiting so long. I did wanna cancel by my daughters really wanted it for their room. Now Im stuck with a furry lopsided chair that they dont sit in.

New moms beware! Here is where the baby dresser should be. As you can see I do not have this product so my changing pad sits on the floor. We have been waiting since last year and our baby is now over a month old with still no delivery in sight. We have called numerous times with no resolution. This item cost over $900 with out shipping included! And shipping cost is over another $100+ and is pointless to pay because you will never actually receive this item. Customer services was pointless. We spoke with the "manger of leadership" and apparently there is no higher ups to speak to after that. They offered no resolution discount or shipping discount for the time and aggravation spent being lied to and trying to track this product down for months! Yikes, save your money! Hopefully this saves another mom from going throw what we just experienced. Worst company to try and work with! I would take it off of your registry now!

Purchased a nursery glider with "in-stock" fabric back in August and was told delivery time would be 1-3 weeks. Here we are in early November, I'm due any day, and they still cannot confirm a delivery date. The expected lead time was pushed out multiple times and I only found this out by looking up the status of the order online, I never received an email or call updating me. Each time I call to try and learn more, I'm on hold for at least 30-40 minutes being transferred to the "furniture department". The delivery company has now changed twice and I'm told again I should get a call by the end of the week (this is the second time I've been told this with no phone call yet). Pretty deplorable customer service by PB, especially with the price of the glider being over $1,100. I won't purchase any furniture from them again, not worth the headache.

I called the 1800 customer service phone number to modify my order. I purchased $6,000+ Worth of furniture and simply wanted to change one item. Called 3 times and was hung up on every single time when I requested to speak to a supervisor. I was told I had to cancel my entire order and that my new order would be delayed 2+ months. They should really review these calls and get ride of the bad employees. For such a prestigious brand they do a terrible job at hiring good customer service reps. My experience was awful and quite frankly I'm considering cancelling my entire order and going elsewhere. Clearly they do not care if they lose business as they are treating their customers terribly.

Beware the Pottery Barn Kids and family of stores. West Elm/ Williams Sonoma. Purchased a crib for PBK. Price lowered by $75 with in 10 days of actual delivery and the customer service refuses to make any price adjustment. The only option was to return at my expense and then repurchase. Forget it. Going to avoid business with this group of companies.

Absolutely worst business I've ever dealt with. Bait and switch you with delivery dates. Then you get updated on that they're back ordered indefinitely. Customer service is terrible. Wastes hours of my life on the phone with no solutions.

I've had an amazing experience with PotteryBarn Kids. I purchased a floor lamp with glass shades from them and accidentally shuttered one of the shades myself a couple of months later. I wrote to the customer support asking if I could purchase these shades, but they instead sent me a set of shades for free, knowing it was my fault. If I can count on them standing behind their products to that extent I'll keep buying from them for sure. Thanks PotteryBarn, great job!

Was on the phone for over an hour, to find an explanation to this misleading presentation that the item in the picture is going to have 20% off with this specific code, it was not applied and I had to pay the full price for the item (39.50). The representative and their "LEAD" were extremely rude with the fact that they kept on shutting me up in a nice way, going around in circles. I never got the answer as to why this item is shown as such on their website, and yet they can't honor it (which they should). Never going to order from them again after this incident.
To everyone thats about to go shopping with them make sure that you don't take anything thats on the website seriously and don't waste your time shopping for something listed on sale which is NOT!

I don't recommend shopping there. They aren't able to deliver the order. We were expecting a newborn and I ordered bunch of baby things and it took them to weeks to ship but shipment 1 of 2 was a box with blankets that only had two instead of three and shipment 2 of 2 had only one thing out of over a dozen things but their system somehow shows as everything delivered It took two attempts by email and failed attempt by phone to start a refund since everything that I ordered went out of stock! What a pain! I lost so much valuable time and got nothing in return. Definitely won't ever shop at pottery barn!

I purchased a set of the organic rainbow sheets for my toddler and noticed that one pillowcase was torn at the seam. I contacted customer service four times, via phone and email. While they informed me that they would send a replacement, after three months, I have yet to receive one. I am sick of dealing with them. Not worth the money, and headache. Will never purchase from this company again. I bought a set of bedsheets from Target for a third of the price, with far better quality at that.

Terrible customer service claiming a warehouse transition is the reason my 5 year old doesn't have her bunks. They say they will call you back they don't - I have been advised several times we will get the bunks before xmas 2021 - and no, we didn't and still don't.
The last call they thought the bunks were sent months ago... how hard is it to be a retailer and keep track of what you have and haven't delivered. The USA staff are nothing but rude - worst service ever

Pottery Barn Kids ruined everything!
I ordered a nursery set June 2022 and still as of October 18th have not had it delivered! It keeps getting postponed! Now between nov 3-nov 23. Every time i call they say the same thing next week they are getting a shipment, but they don't. My baby will be delivered before the furniture and I will have no nursery :( When i go on line to order today it states I will have it in 4 weeks,(which is not true because they have not even delivered June orders yet...) they are lying to consumers and its not fair. If they were honest in the beginning with me my baby would have a nursery. Im so sad and they have ruined a very important happy time a new mom should have experienced setting up a baby girls nursery and having it ready instead of an empty room to bring her home to...

We waited 3 months to get a water bottle that was just delivered today. Pottery barn did not even offer any discount on their delivery fees.it was a ridiculous experience. Will not recommend this company to anyone!

We recently moved and I changed my address in their system; however when I placed the order it went to the old house. There was no way for UPS help get it the couple of blocks it needed to go. When I found out I was not going to get it, I tried to order another set, but they were out of stock. Pottery Barn would not shipped what was return and told me that "I was out of luck!" I have a very disappointed Granddaughter and will likely never shop there again. Big disappointment.