Pottery Barn Kids

Worst shopping experience ever! Do not waste your time or money! Placed order over 2 months ago before Halloween, I was asked if it was ok that they mail my item after Halloween and I said ok because I didn't need it until Christmas, well the item never arrived and customer service is horrible. I asked that they cancel my order when item hasn't even left their facility and they wont instead I have to do a return and waste even more of my time and I have to wait even longer to get my money back all while I am in the middle of funeral services. Never again ordering from this company again. Worst experience ever!

PBK is a scam. They have pretty pictures of great looking kids furniture, all the right checkboxes for fair trade, you pay a pretty penny thinking they will deliver. But they never do! Instead after waiting 6 months for a dresser, and being told its confirmed they will come install it, you get an email a day before that your order is mysteriously cancelled. Something about damage to shipment and you now need to wait another 4 months? Wait what? Our kid won't need your furniture by then? Such a shoddy experience, and customer support is not empowered. I suspect they place an order with their Chinese suppliers after they receive an order and lie about estimates. Never have I experienced a confirmed appointment to install in your home get cancelled, and being told to wait 4 months, a total wait of 10 months! Beware and buy from any other retailer.

All we needed were 2 bolts for a baby crib. Customer support supervisors told me they had them in stock. But i could never speak to the parts department responsible for shipping them because even customer support can't reach the parts department. In total I averaged 30 minutes of hold time, so I spent hours trying to get two bolts. Every time they said "you will get an email from us in 7-10 days." That email never came.

I cannot believe how this company still is successful! Their customer service is disjointed and sloppy. I've spoke now 5 times to representatives about an order I placed 4 months ago. There is no communication about delivery time delays. I recieved only part of my order and then when assembly was finally scheduled one (two beds were ordered) of the beds was damaged. I had to call about the replacement... which they had no record of. They then reported I'd get the replacement bed in another two months. Now I'm trying to cancel and return the entire order without success. It's funny... they had no problem charging me for the order... yet are incapable of fulfilling it. I will NEVER order from them again.

I sincerely hate to write this review because I like the product, however the ordering and customer service experience is horrible. Every time I go to order it appears things are available on the website and when you select for your cart when you get ready to check out it will say back ordered or not available. Today I receive a sale e-mail at midnight, go on at 5 am to order and it's there but when I try to purchase no longer available and when you call the customer service agent acts rude before I even tell her what's happening... I have to say I'm done with Pottery Barn Kids now. It's not once in awhile it's every single time. Not to mention half of the nice items you can't get in store.

Ordered two pieces of furniture when it was 20% off plus free shipping. One of them was on back orders and the website said will ship a few weeks later. After received both pieces I found out that only the first piece was discounted for 20%. Called customer service and they said they can't do any price adjustments because orders was a few weeks ago and already delivered. Well, yes, the order was made a few weeks ago however it was because PB kids had no inventory and it was a back order. The lady who answered the phone made it sounds like I was bobbing them. I was very uncomfortable. If your company can't honestly offer 20% off as advertised, don't advertise! Don't fool your customers like this! How do customers know they won't get the discount when it is on back orders? Plus, the day when I called, the website was offering 25% off and free shipping. Why can't you just simply provide a better service and make the customers happy?

The website kept "shaking" uncontrollably on iPad etc. Was finally able to order via iPhone. Would have NOT EVER continued, except my son wanted a particular gift for a friend. Took me forever and will NEVER AGAIN buy anything from you. Totally useless. What are you people thinking? Maybe hire someone who knows what they're doing? What a concept.

I bought 2 Charlie cribs for my newborn twins in Sept 2020. They were delivered and assembled by the "white glove delivery" locally in Memphis, TN. Just recently we converted them to toddler beds and discovered that they were assembled incorrectly and dangerously. The wrong screws were used in the wrong places and some were missing. The cribs were barely held together and were a danger to my kids, thank goodness they didn't get hurt! I called customer service and they said there's nothing they can do since the purchase was made 2.5 years ago.

I have had nothing but a bad experience with pottery barn. Every time I call I get a nasty representative that does not seem to understand how stressful this has been. I purchased furniture in Nov and if continued to get delayed multiple times. I then had to cancel with about 3 weeks left to go in my pregnancy. Now almost due and waiting on furniture from some where else. I have had to call about 30 times to get the credit put on the pottery barn card that I don't even need now, since I only got it for the rewards. Every time the rep tells me it will be done in 3 to 5 business days and then it never happens and I have to call again get transferred 3 times. So I asked Paula (rep)how do I know it will be done this time when if never gets done and She says if you don't believe me i don't know what to tell you, you can't wait for a lead but the wait is long. So nasty. Sorry it's hard to believe a company who has screwed me over for months now. Truly disappointed.

Terrible customer service.! After 2 phones calls, the baby gifts I purchased are still on the gift registry as NOT being purchased days later. Yet they say they update it every few hours! Nothing but lies that they correct this and show gifts as being purchased! Tried to make things easier for my daughter-in-law, to not have to return possible double or who knows how many of the same gift! I am beginning to think this is a scam to get more money by having the gifts purchased AGAIN and AGAIN!

We ordered 7 pieces of furniture. 4 of them came within the time window they specified. Of the last 3 pieces, 1 was delayed by almost 2 months, and the other two have been listed online as delivered but were not. This has taken over 20 calls to straighten out, many of which have been "dropped" or "disconnected" and I have been transferred to many different departments. I have been extremely polite for each conversation, so they are not dealing with a difficult customer. It's hard to believe how such a basic mistake could have been made online, and hard to believe how difficult it is to correct it.

Pottery Barn Kids sounds like an awesome, family-owned business, but it is not. I also accidentally submitted an order of the wrong size back packs. I submitted the order real late at night, and called them first thing in the morning to try to get the order changed. Customer service said they could not do anything. I wonder why in the world they "can't do anything" if the dang backpacks had not been 'personalized' yet? So, you think you're talking to someone with access to a workshop, but you're really not. You're talking to someone who has no idea who operates the factory. You're talking to someone who has very little access to anything! When you make a mistake, you waste your money. They're not gonna help you. They irony of it is that you think you're talking to someone about a personalized order, but it's very IMPERSONAL.

I placed an order and was unable to use the code COZY for an item, not listed under furniture. Furniture is excluded. I spent over 30 minutes on the phone only to be told they consider this item is furniture, even though they don't list it as furniture.

Everything here is overpriced. I created a baby registry and even a book shelf was not included in the completion discount. When I called to ask why, they said because it is a popular item. That is so ridiculous. So I can only choose items that nobody wants if I want to apply a little 15% discount. No thanks.