Pottery Barn KidsReviews 305

This is as terrible as customer service gets. In fact, I could write a case study on my experience, highlighting how lack of customer care leads to dissatisfaction and complete lack of trust in a brand. My wife and I ordered our entire nursery there, a very significant order and we have had nothing but frustration. We placed the order in May and were promised ALL items, including the expensive crib would arrive by July. Not only was this not the case, however, they placed items on backorder until September without even letting us know. Had it not been for us checking because we expected our furniture to arrive this past week, we would have been left waiting. In addition to the obvious lack of communication - when we contacted the customer service phone number - they were extremely rude and unapologetic - possibly the worst experience we have had with three customer service representatives. I wonder if they get any training in empathy or even common courtesy - clearly not and this has made me wonder if they are purposely trying to tarnish their brand. Needles to say - we will never buy a single item, ever again from Pottery Barn - kids store or furniture shop. This brand equals lack of care, condescending behavior is their status quo and a complete diregard for the customer is central to the experience. This store is also unprofessional and never even bothered letting us know - after promising that we would be 100% all set for July delivery - which was already past 4 weeks from ordering which we did in store on 5/28. I would recommend you look elsewhere - lots of other great brands like Babyletto which is where we will be shopping from now on.

We bought the Larkin 4 in 1 crib for our first child and used it for our second as well. We are having our 3rd any day now and wanted to set up the crib again. Unfortunately we misplaced the hardware. I called to see if they would send us the repalcement hardware and they flat out refused. They said if i had bought the crib in the last 30 days they could send some out. I was willing to pay whatever the charge would be but they refused. Completely unhelpful. Rude. And now we cant use the crib we used for all our babies. I wont be recommending them any time soon to anyone. Theyre furniture is overpriced and with the amount one has to spend at their store you would think they would be nice.

I ordered a bunk bed on June 13th and it was scheduled for delivery on June 27th. I took off work to receive the bed at my home only to be called the night before to say a wrong piece had been delivered to the warehouse. Then to make matters worse I spoke to numberous people and tried to let them know I wanted a call from a supervisor. No one ever called me back to say sorry for dropping the ball. I just called to get a status update only to find out they have everything but still no one has called me to let me know. They had no email address on their files despite multiple calls from myself to straighten the situation. Be careful when you order online. I will be talking about this to my friends and family to make sure everyone knows how PB treats their customers.

We bought two toddler mattress covers( along with many other things aprox $1500) about a year ago and they were wondeful! We recently ordered another due to one rippping. The new one they sent ($59) is not close to the quality of the original ones we got It's not as fluffy and just a totally different item. We called and were told this is the one they are offering now. Usually when an item is replaced it's for the better. Very disappointed in Pottery Barn and will hesitate to order anything else

Huge mistake ordering my nursery furniture from pottery barn kids. The item was on back order and the estimated delivery time kept changing. There was no clear answer ever on when it will arrive. I ordered on May 3rd. It was supposed to arrive end of June now it is being pushed to July. Hello! I've got a baby on the way. You don't even know it is on back order until after you go through the check out process online. The worst customer service for such a high end brand. I will never shop here again. These stores deserve to be put out of business by Amazon.

Meanwhile, I am hold with their customer service waiting and waiting as I write this review.

Funny too because an employee warned me to order my nursery furniture 3 to 4 months in advance cause this is typical. How do you run a business where this is the norm?

DON'T SHOP HERE.

I placed an order for 2 beanbags in February and didn't receive them until the end of April. When I called the representative told me they should expect them to arrive the early part of March and to watch for shipping updates on the original email confirmation. When I didn't receive them by the first of April I called again. I asked why is it taking so long to receive these two beanbags, are they made in Hong Kong Egypt? The girl on the phone said "I'm not sure"! She told me I could call back on April 26th when they were expecting the next shipment of beanbags and perhaps my order would be included. I then asked if I could speak with a manager who could perhaps explain what the issue was and help expedite my order. I was told they couldn't help me so I would just have to wait. There was no apology in the delay of the product, nor any offer of compensation for the time lost. I did finally receive both beanbags exactly as ordered but the service PBK offers is the worst! I will never order anything online from them ever again! TERRIBLE customer service!

We had an order placed online. This came 3 months late after canceling 1 month in to the order. They had no records of us canceling the order. Not only that, the order came completely in different color. DO NOT USE POTTERY BARN KIDS ONLINE. THEY ARE USING REMOTE VENDORS WHO CAN NOT DELIVER ON TIME. ALSO POTTERY BARN DO NOT HAVE ANY INFORMATION ON THE VENDORS ONCE THE ORDER IS PLACED ONLINE. ALL YOU CAN DO IS WAIT FOR THE PRODUCT. THEY WILL KEEP SAYING ITS COMING SOON ETC.

We had issues trying to order online and apply a rewards certificate from our PBKids credit card. Finally called and was told to just put the order on the PB cc and the cert value would be applied. But was also told, as is standard with PB, that we could call in 24 hrs to confirm it was applied. When I called the next day, I was on the phone with customer service for 1 hour 54 minutes trying to resolve the issue. Not surprisingly, the rewards cert ($250) was never applied. They had no clue what to do to try to fix it. They ended up cancelling the original order and placing a new order but the customer service rep had to wait on six occassions for a supervisor to help her that resulted in 3 to 8 minutes periods of silence. I had no idea whether I had been disconnected or not. Overall, a horrible experince. When I shared the negative experience with the rep, she seemed offended and shocked. Really? Never ever again!

Besides being overpriced, yes you knew that - but went ahead anyway because the grand kids are worth it. Ordered by mistake. You immediately called to correct. No way to cancel the order, on line or over the phone. You will get a rep with an attitude reading a script saying " that it is in process, call later", when you do, you will get the second excuse, "what time zone are you in". You are in the wrong one, so don't think too hard. "Call back again. Sorry still too early / too late. When you do. "too late, can't cancel now. Just return it (at your cost) when you get it." Yes, your cost, time & trouble. Escalate to Jessie x *******, the "Supervisor" he says, "You should have read the fine print. Too bad. You shouldn't have ordered something that you didn't want." Sorry. Do not believe their posted obligatory rhetoric

"At Your Service

From tracking your order to processing a return, we're here to help. Contact us by phone, email or using one of our self-service features. From start to finish, your satisfaction is important to us."

That's literally all that can be said. Worst customer service I've ever dealt with in my life. First of all, when they transfer you, the line always gets dropped. I called and called again, and guess what? Dropped. Second of all, I was promised a credit, and never received it as promised. This is the worst customer service I've literally ever dealt with. I will never buy something from them again, and will make sure not to have friends buy from them. I'd like to also note, the Stonebriar mall is the worst of them all, not only do I get crappy customer service on the phone with their main line, and online orders, but the people at the store namly Aaron, don't deal with her ever.

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!

AN order was placed on 11/16/2017 with an expected delivery date of 11/29/2017. I have not received the item.

On 12/8/17 I called 2 twice to check on the order. On the first call after speaking with some one in customer service, they tried to transfer me to a supervisor and I was disconnected. On the second call I was told that a request for an update would be sent to the manufacturer and I would receive an email on 12/12. I never got an email.

Called again on 12/13 and talked with Helen in customer service. She had no new information. I was put on hold while she tried to contact someone else. After 10 minutes she came back to tell me it would 30 minutes before she could get this other person. She promised to call me back that day or the next with an answer. I never received a call back.

Called again on 12/18. Talked with a supervisor. She had no further information as to when or if the item would ship. She informed that the update request sent on 12/8 was sent to the wrong department. She sent another request. I then wanted to cancel the order and was told that because this was a special order item that a cancellation could not be quaranted. No where on your website or the order confirmation does it say that the is order cannot be cancelled. She sent in a cancellation request. She told me that it would take 3-5 business days and I would NOT receive a confirmation that the order was cancelled. I would have to call again.

12/26 called again. Talked to supervisor. Need to wait 2 days for logistics to answer as to where is the product.

12/29 Talked to Kim (leadership supervisor) need to wait 8 business days fro response from vendor. I has been 8 days, Nuno has a part on back order. Received email from Kim stating that either the order has been cancelled by Nuno or the unit has shipped. Toll free number on Kim's email does not work. I called Nuno and they have 170 units in stock. Sent this info to Kim. Never got a response back.

1/3 I worked my way up to Brandy who is a Customer service manager. She sent me an email that guaranteed that the order has been cancelled. She also gave me her direct line. I went to the Nuno website and ordered the item direct from the manufacturer. It shipped in 2 days and expect delivery on 1/10/2018. I will never order from Pottery barn again!
Fortunately my credit card has not been charged yet.

I ordered a table and chair set. Realized within5 minutes I ordered the wrong color. Immediately called back. I was on hold for 30 minutes. I was told they could not access the order and to call back in the morning. I called back and was told the order was in the fulfillment center and it was too late to change the color. I explained that I was told to call back in the morning. I was given a exception to the final sale rule and sent a shipping label for ONE box. The item came in TWO boxes. I have called SIX times for a second label. This is the WORST company ever. Will NEVERY EVER buy from them again. STAY AWAY

Beware when ordering a personalized lunch bag. I was very excited to send my nephew a personalized Star Wars lunch bag. My sister sent me a photo of the lunch bag and the Star Wars overlaps my nephew's name. You can't read either because of the horrible overlap. Who completed the embroidery? Whoever made that kind of decision should be evaluated. Why not grab a different lunch bag if you know the two emblems will overlap? Ridiculous.

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.