Arielle K.

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've had two issues in the past 6 months. In June, I placed an order that hours later I decided to cancel. The items were on sale through another retailer. I was told the order was cancelled. Next things I know, my card is charged and I get an email indicating that my order shipped. They wouldn't me return it to a spa location for a faster refund. I had to mail it back and it took them 2.5 weeks to refund me (it was on them, not my bank). Then, on 11/20 I placed an order for a gift card. I never received shipment confirmation by 11/25 so I called and they told me that it takes them 5-7 business days to process an order (unheard of, shipping transit time is 5-7 business days). I called back on Friday 11/27 and was told the order shipped 11/23 but they didn't have tracking get because they ship via UPS Innovation Mail Services and UPS hadn't sent them the tracking number yet. UNHEARD OF! So many other retailers use this service and the tracking comes immediately. When I asked to speak to a manager I was told she left for the day and I'd get a call back on Monday. She called back Sunday to inform me that the gift card hadn't in fact shipped and they were supposed to get a new gift card out to me. Never happened. On Tuesday, I was told a gift card for $125 would be overnighted to me and I'd receive tracking (I originally ordered one for $100) and by Wednesday I hadn't received tracking or the gift card. I called and the customer service manager I was working with wasn't in so I was going around in circles with a regular rep. Finally I demanded to speak with a manager and someone got on the phone to let me know that the WRONG gift card for $125 was issued (Remede instead of Bliss) so they now needed to cancel that order and issue a NEW gift card for Bliss. When I said the gift card was to be for $125, the new manager I was working with said he needed to confirm it with the person from yesterday (he didn't believe me and there were no notes in the system). He called her and she confirmed. Now I'm told I'm supposed to get a call tomorrow and the gift card by Friday. We'll see how that turns out but I can assure you that I will never be ordering from the Bliss website ever again. Customer service is essentially non-existent and no one knows what they are talking about there. Every time I called I got a different answer.

UPDATE: I finally had to call the corporate office and they were very helpful and couldn't believe what I had gone through. The person I spoke with said that they should have let me pick up at the Spa due to the circumstances and additionally, she called her Gift Card manager who confirmed that what one customer service manager told me was a Remede GC was in fact a Bliss GC. All is ok now and hopefully the GC is usable!