Pottery Barn KidsReviews 305

We ordered a slipcover for my granddaughter that when it finally came in, (it was embroidered with her name) the zipper was stubborn and an ill fitting zipper. This became apparent when it was necessary to spot treat a stain and remove it to clean... in retrospect, we should have sent it back immediately and asked for a new one since a zipper doesn't get any better with use. When we finally had to remove it to clean, the zipper finally broke. The customer service was TERRIBLE and basically completely unhelpful and not willing to stand by their product. We asked for them to simply replace the zipper as we love the chair but they said no they don't do that. They offered 10% off which wouldn't even cover the shipping cost. They are great when you purchase but terrible when there's a problem. Don't bother as the quality isn't good for what you pay for and they certainly will NOT stand by their product!

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.

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!

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!

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.

I have attempted to cancelled the beds that I ordered from Barn Kid Pottery as they failed to deliver my furniture on time. I called the company 3 times and spoken to 3 different customer service rep and they all had promised that they would refund the full shipping cost to me but it never happened. Now, I have to see my $275 shipping fee taken without having a single thing delivered to me.

As a first time PBK customer I ordered a mirror and a wall decal for my daughter's room, and the mirror arrived completely shattered upon opening. I called in to request a replacement mirror and they processed it, and emailed me a shipping notification. Two weeks later no replacement had arrived, the tracking number showed no updates and no return shipping label was received as promised. I had to call in many times to find out that they would not take back the mirror (due to the broken glass) and that the item replacement had been cancelled. I don't understand why any of this was not communicated to me and in the end, as a busy mom this was a giant waste of my time. I now have to find a way to dispose of this dangerous large shattered mirror on my own. I am extremely frustrated, and disappointed with my entire customer experience. I will not be shopping at Pottery Barn again, and advise you to steer clear. Horrible experience.

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.

I've spent over $20,000 in purchases here over the past few years. I had a $4,000 order just sit there "pending" for 11 days, I had to call... get transferred to dead links "this is not a valid extension"... then they tell me it's back-ordered. Worst customer service I've ever seen, it's just become a joke at this point. Never again.
Brian
Lambertville, NJ

I purchased an item (almost $200) that broke within 1 day of use. Returned it per PBKs instructions and over a month later still don't have my money back. They claim they've refunded it but can't and won't prove it. I've asked for a refund receipt, date and time of transaction all to no avail. I paid with PayPal and finally just filed a dispute as I have no other options and I've called at least 5 times and typically get outsourced which is a whole other problem!

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!

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!

We were given Color Bordered Blackout Panels -- and they do NOT block out light. I tried to exchange for a solid navy set which are $30-40 less expensive. But Customer Service was totally unwilling to work with me and exchange. We had held them more than 30 days before hanging - and they only re-consider when a product is defective. I argued that the product is defective because they are white (with a navy border) and do NOT block out light - not any more than a regular curtain which would not cost $158. But Customer Service does NOT care. What a waste of $$ (and expectation... for a great look and a product that would black out - since black out is in the product name)

If I could give them less stars I would. This is the worst experience with customer service I have ever had. We ordered our crib and baby dresser in May. Our baby was due in October and they said it would come in august. We took the day off of work for when it was scheduled to be delivered and the day before they send us a notification it won't come until March of the next year! Customer service keeps passing us around and telling us there is nothing they can do. DO NOT ORDER FROM THEM

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.

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.

I ordered a bed for my toddler (her first "big girl" bed) back in February. The item was backordered until mid-May, but I really liked it so I was willing to wait. In early May, I check the order status on the website and hey, the delivery date has been pushed back a month till mid-June. Not great, especially as no one had bothered to notify me of the delay, but whatever. I'd already waited this long.
The delivery date comes along (today). We've already gotten rid of her old toddler bed to make space for it. The assembly guys start putting it together and then tell me there's a leg missing and half the screws are stripped, so they can't finish. I call Pottery Barn Kids. The lady tells me "someone will be in touch in 24 hours to get photos, and then we'll go from there." I tell her I can't just have pieces of a bed lying around my kid's room and ask to speak to a manager (I know, I know, but I was seriously angry at this point). The supervisor finally comes on the line and tells me to refuse delivery and she'll reorder another bed for me. And how long will it take for this bed to arrive? The supervisor checks. Oh, wait -- turns out they're no longer making this style of bed, so the only thing they can do is give me a refund and a 30% coupon for a future order.
Okay. So: (1) If I had listened to the original representative, I would've had bed pieces lying around for who knows how long while Pottery Barn figured out they didn't have the spare parts and scheduled to have someone come back and pick them up. (2) How does a bed get shipped with parts missing and others damaged? Is there no quality control at this place? (3) How does a furniture company not have spare parts on hand for when things like this happen? Or for when there's damage down the line? Do their products just become obsolete? This was not a cheap bed!
Anyway, now I know why they never publish any reviews for their products. They can take their 30% off coupon and shove it.

I ordered a towel online and picked it up in store. They gave me the wrong towel and refused to refund me until I returned it to the store where I purchased it. That store is a 30 minute drive from my house. I offered to ship it to them in the mail but they refused. So I had to drive 1 hour to return a towel that was given to me incorrectly by one of their employees. The WORST customer service for such highly priced items. F*ck you PBK!

It won't let me give 0 starts or I would have.

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.