Pottery Barn Kids

My baby registry was Pottery Barn kids. I buy all gifts from Pottery Barn Kids as well. However, I will not be shopping their again, due to my terrible and frustrating customer service. I had called customer service due to poor quality of bookends I received from Pottery Barn. The book ends were for my daughter's room. The tips of the noses fell of both bookends after falling a few inches onto carpeted floor. My daughter proceeded to pick these pieces up and put them in her mouth I would not have bought these bookends if I knew they were so breakable and hazardous. But even worse, the customer service I received when calling and trying to explain the situation was the worst customer service experience I've ever had. I would not recommend Pottery Barn Kids.

I placed an order almost 2 months ago. The initial order got lost in transit. Fine, that happens. Except that it took Pottery Barn several weeks to offer and ship replacement out. Now the replacement has been stuck at Olive Branch, again... I just need the backpack for my daughter to go to school, so I will have to buy one some place else. After spending hours on the phone trying to sort out this situation with Pottery Barn... such a waste of my time!
And they do not want to refund until I receive it... so now I have to wait for the backpack to get here, AND I still have to pay for shipping to my house, AND I have to pay for return? What a joke! So disappointing!

I ordered a rocking chair for my grandson's nursery and less than 48 hours later, I tried to cancel the order since the price was far higher than I expected. The chair was listed at $299.00 but when i got the confirmation email, I had been charged $650.00 due to fabric and processing and shipping fees. When I placed the order, it said nothing about that, just that I would get the final total in the confirmation email. When I tried to cancel the order, I was told that it was already in progress even though the ship date isn't until 6 weeks from now. I was told that Pottery Barn doesn't actually make the furniture but it is through another vendor. I told them that they should contact the vendor to cancel the order but was told that is not possible and I have to wait and refuse delivery to cancel the order. Of course, my credit card bill is due before the delivery date. Terrible customer service.

Approximately 3 weeks ago my wife ordered a monogrammed stocking for our sons 1st Xmas.We receive it a week later and the monogram was on the side of the stocking, not centered.
So if we hung it up, you could only see the first 2 letters of his name. We contacted them and they said they would send us a return label for the bad one and send us out another one. A week goes by and nothing. We call them just to be told that stocking is discontinued and we will not be getting it. Not 1 call or e-mail regarding that. They then refunded us the money and told us to reorder 1, and no discount was offered for their mistake. When we picked 1 out they then told us they couldn't monogram it in time for Xmas. My wife, obviously upset because it's our sons 1st Xmas, was told we could have 10% off another item.
What a punch in the face when the website offers 25% off 1 item and says there is still time to have item monogrammed in time for Xmas. For such a reputable company, I am sick to my stomach.

My sons pottery barn twin bunk bed railing broke on the top bunk when he leaned against it and he fell out injured his face, had a mild concussion, and bruised his ribs. We called and filed a claim with pottery barn kids letting them know of this situation. I wanted my sons bed replaced. The insurance company said because the bed was 9 years old that wear and tear caused the railing to break. I'm completely shocked. I wanted to know how long my other son would be safe in his loft bed from pottery barn kids? They couldn't answer. All three of my children sleep in beds made by pottery barn and now I don't know if they are completely safe. My son is lucky his injuries weren't worse.

I have been a long time customer of pottery barn kids and now teen. I have purchased bedroom furnature, bedding, rugs, chairs, etc and have been happy with my purchases. EXCEPT ONE - navy mini chevron rug from pottery barn kids. The rug looks nice out if the package, but is not practical for a kids room due to the high pile and large weave of the rug. The rug snags on EVERYTHING! If your kids plays in their room - every single toy will get caught in rug and pull out the weave. Legos, match box cars, colored pencils - anything. I tried to ignore it at first, then put carpet squares over the pulled areas and now it just looks awful. Disappointed to say the least.

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 received a confirming email expecting my grandson's Christmas present December 17th. Crickets. Called to ask where it was. On backorder until after Christmas. No email telling me this. Was told to check my spam folder as if I was an idiot. Email came right after I hung up with them. Item came finally without the personalization. Called again. They will replace it after I put it in a box and take it to a UPS store. I have to do all the work. Asked for a credit for all the hell they put me through - gave me $9 on a $141 item. Never again, Pottery Barn.

I contacted costumer service and spoke to 3 different people. No one was able to give me any information on my order other than what I can already see on my account on their website. NOT HELPFUL! I spent thousands of dollars and I've received everything but the bunk bed and the delivery dates keep changing. I was told the bed is in stock but no one could tell me where it is or why it's taking so long to ship. One lady did however tell me it could take 6 months to a year for it to arrive at my home but she couldn't tell me for sure. What is that?! That is ridiculous and unacceptable! I have made several purchases in the past but never again will I order furniture of any kind from Pottery Barn or any of it's affiliates. Customer service is a joke and I'm super pissed! I'm stuck with hundreds of dollars worth of bedding from them with no bed and no real answers as to when or if I will ever receive the bed!

I recently purchased a pre-K backpack. Please note that these backpacks are too small even for a three year old. They do not even hold a folder. Papers would have to be folded in half. The description indicates the backpack will hold a change of clothes, a snack, and a favorite toy. Sure, if it is one shirt, a pack of fruities, and a matchbox car. Perhaps a small sippy cup and one or two diapers. Otherwise, the size is useless if the child is indeed attending pre-K. If Pottery Bark kids had reviews available for their products, I would have avoided this situation. Unfortunately, the item was personalized so Pottery Barn not willing to exchange. The quality was fine, the description misleading - so please don't make the same mistake I did with the backpack.

I ordered a set of Catalina Bed andTrundle Bed since Nov 20,2020. The first few times I called, I was told some parts of the bed were back-ordered. The latest delivery date would be Jan 7,2021. My card was charged for the full amount since Jan 2,2021. No notification of the delay was sent. I called last week and was told they were on the way. Nevertheless, today is Jan 23,2021. I still haven't received any notification of delivery. It's a huge mistake to order furniture from PBKids. I would have cancelled the order if I could find a bed and trundle that match with the current dresser and night stands!

If I could give a zero I would. The customer service representatives are untrained, unhelpful and downright rude. I ordered a desk for my daughter to work remotely. They canceled my order and then when I spoke to a representative they replaced the order without providing me with my rewards and had the audacity to charge me twice. They don't allow you to speak with a manger and give you the ring around while waiting on hold for countless hours. I hope they go out of business considering the amount of small businesses that are struggling I will bring my business to them.

Ordered a personalized toy chest for my son. I have the same exact toy chest for my first child with his name written in big letters across the toy chest. It is also advertised this way on the website. When I received the toy chest the name was written so small in the middle of the toy chest. It looked absolutely ridiculous. Called customer service and they said they will send a new one. Over the past month I have received FOUR INCORRECT PERSONALIZED TOY CHESTS! Every time I called customer service and explained the personalization was not correct and not written in big letters as advertised on the website they assured me the fixed the problem and would send the correct item. Finally, after the 4th time of receiving the same incorrect item, I just gave up and cancelled it all together. Do not waste your time or money with this company. Customer service has no idea what is going on. They all lied to me saying the problem was fixed and it never was. Horrible, horrible, horrible!