Pottery Barn KidsReviews 305

Purchased a nursery glider with "in-stock" fabric back in August and was told delivery time would be 1-3 weeks. Here we are in early November, I'm due any day, and they still cannot confirm a delivery date. The expected lead time was pushed out multiple times and I only found this out by looking up the status of the order online, I never received an email or call updating me. Each time I call to try and learn more, I'm on hold for at least 30-40 minutes being transferred to the "furniture department". The delivery company has now changed twice and I'm told again I should get a call by the end of the week (this is the second time I've been told this with no phone call yet). Pretty deplorable customer service by PB, especially with the price of the glider being over $1,100. I won't purchase any furniture from them again, not worth the headache.

Ordered a glider for my nursery on July 5,2017 and it was delivered on August 11,2017. Upon delivery, it had a defect that caused the metal to grind together when you made a rocking motion. Called that day to schedule someone to inspect it. The soonest someone could come and look at the rocker was Oct. 13,2017.(seems like an insane amount of time). The rocker was picked up Oct. 13th and they said they couldn't do any repairs on site and would have to take it back to their service department to inspect. I have called several times to check on its progress and have not been able to get an estimated date for its return. I understand that the rocker being broken added time to my order, but for people considering ordering from this company be cautious because one hiccup and you can count on a very long process. See the attached photo that shows how long a typical customer service call can last.

I spent over $400 on the Emily & Meritt Circus Strip Rug and the loops were pulling withing a few weeks and this is NOT a high traffic area at all. I complained, got a new one and it's doing the same thing. RIDICULOUS. I just ordered a desk on Sept 1 and was told it was in stock and would be delivered in a few days. It's now Sept 26 and I'm being it won't be delivered until Oct 4th. That's after I sat on hold for 1 hour yesterday and for 44 minutes today while the shipping/delivery facility bounced me back and forth trying to figure out if it was in or not. Oh and the $200 chair I bought to go with the desk --already won't go up and down but I cannot even stomach the thought of having to explain that one. I'll need a few more days before I make that call. Bottom line -- it should not be this expensive and time consuming to shop only to receive horrible quality and customer service!

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.

Don't purchase the roller backpacks. We ordered a personalized mackenzie rollerback pack and it came defective. The handle would not come out. They replaced item quickly but with another defective backpack. Noone in customer service was too knowledgeable about the product. Problem is we now have lunch box and matching water bottle personalized as a set but no working backpack. Cannot make returns on items that have been personalized. We are stuck and out a lot of money. Cheap parts! I would rather go with LL Bean next time which had better reviews.

I had a piece fall off a Pottery Barn Kids glider that is a choking and impalement hazard in May and sent this information to PBK immediately. The customer service person apologized, asked if anyone got hurt and offered $150 gift card. No explanation as to what went wrong. I stupidly thought it was a fluke. Another piece just like it fell off and I alerted the same customer service person on July 20. I was asked to send more photos, which I did, and I was told to go to some website to find a furniture medic on my own. I told her I was not satisfied. I got a call on Sunday, July 30, and was told they could send someone out but it would take 7-10 business days for someone to contact me. I told this person that this is an urgent matter and waiting 2+ weeks is not acceptable for a piece my crawling baby could swallow if more come off of it, as well as it could puncture someone. Multiple phone calls and emails later, still nothing. I currently am sitting on hold for 30+ minutes trying to get some help. Insane that we spent $6,000 at PBK on our baby's furniture, with white glove assembly (which parts of they screwed up) and no one will help us with this potentially DEADLY furniture defect! Excuses, placating and non-responses are all we're getting from "customer service." Atrocious.

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.

I had ordered the Elliot bunkbed for my 7-year old and 4-year old from the Pottery Barn Kids store in Dallas. I paid for the bed at the time of the order back in April. I was told the bed was on backorder and would be delivered in May. I was charged for the bed again in June when the bed shipped. Neither PBK in Dallas nor the PBK Customer Service guys were aware that I was double charged when I called them but they finally figured I was and credited the second charge later. The bed shipped to my house with parts missing, and ended up being left in my garage. Today, 4 weeks later, the part was delivered to my house only to realize some other parts are missing. It has been 3 months and I still don't have the bunk bed ready. This has been a complete joke! Also, there are different parties involved and no one knows what is going on - PBK Dallas, PBK Customer Service, PBK Delivery Company, William Sonoma, etc. Awful experience with my 2 young kids still waiting to see a bunk bed that I paid for back in April and bought other furniture and accessories totaling $6K!

I bought a halloween costume from you on 7/8/2017 which is the 2-3t bat costume with the ORANGE stomach. I have had to return the first one because it was solid black, I was told I would have the CORRECT one within a few days, I checked and the order was CANCLED! Then they had to reorder it and send it out, I just got it back and it was the FIRST ONE THAT WAS SENT OUT TO ME! SOLID BLACK WITHOUT THE ORANGE! This is ridiculous! The distribution center clearly have no clue the difference between orange and black. Talked to customer service as to how to send out the past costume because it came in a bag, they told me to put it in any bag it didn't matter. I did and ups came and wouldn't take it. UHHHHHH!

I had ordered The Charlie 4in 1 crib (and Dresser which was delivered but damaged) over 60 days ago after massive delays and several phone calls and broken promised of expected delivery dates I have yet to receive my baby's crib. It has caused a severe amount of stress and headaches. PB Kids needs to step their game up and rush order with their vendors or not sell items they don't have in stock! This is suppose to be a special moment in my life the joys of setting up and decorating my sons nursery and all it has been is delays and nightmares! I have contacted the corporate office to speak to someone but unfortunately its only a voicemail. There is no representative to assist. Go Figure!
I will never buy anything from your company again!

We order a lot of our furnitures from Pottery Barn and have had great experience with the store and its customer service. Naturally we sought inspiration from Pottery Barn Kids when I got pregnant. On 2/18/2017, I ordered an organic Crib Mattress (lullaby) from the store and was told the mattress was in stock and will arrive in 3-5 business days. After two weeks of waiting, I called Pottery Barn Kids to check on the order status since I've not received any confirmation of delivery. I was told by the representative that the mattress will arrive between 3/8 and 3/11. On 3/5, I checked on my order status online and saw the mattress was "temporarily out of stock". I was stunned. After talking to a customer service representative on the phone, i was told the mattress was "discontinued" and my order will be canceled. I asked to speak to a supervisor but was told the supervisor had no intension of talking with me. The mattress was discontinued and there is nothing she/he can do about it! Our baby is arriving this month!

The bottom line, if you want a reliable store, stay away from Pottery Barn Kids! We will NEVER order anything from them again!

This company has gone down hill fast. Customer service is apathetic at best and at times just unprofessional. Products look nice from a distance/online but are poorly finished and mediocre in quality. Price point is quite high for the quality. It can take a lifetime to get customer service on the phone when there is an issue, and there almost always is an issue. Shopping in person is no better. The stores always seem understaffed and every transaction such a complicated to do. Make sure you leave plenty of time to purchase anything at the stores. Almost all products are made in china with little quality control. We have had delivery people show up with muddy boots refusing to take them off and stating they had no booties to cover them up! White glove service it is not, but you pay a pretty penny for the delivery. Our daughters bed was installed asymmetrically so the mattress tilts to one side. Product measurements are off and descriptions not always accurate. We have come to the conclusion that they have simply gotten too large and clumsy to remain sustainable. There are plenty of other options with far better customer service such as land of nod and restoration hardware. We are no longer willing to put ourselves through the agony that is shopping pottery barn kids.

Have had the cameron wall system in each of my daughters' rooms for 6 weeks now. Off-gassing is ATROCIOUS. After reading reviews on this site, was expecting the worst from PBK. Instead, Patricia & Yolanda CS Reps from PBK said they would send a truck out in the next week to pick up the furniture (no packaging necessary on my part). Was impressed. Thank you! Hoping that PBK decides to use low or (pref) no VOC paint. Will not be buying from them until they publicly make the change.

My daughter wanted a ski outfit for her American girl doll and I saw one from pottery barn kids and fell in love with it. So I ordered 2, one for her and the 2nd one for her cousin as a Christmas gift. I wish I would have never did and could have bought the one from American girl, since it has lots of good reviews. This was the worst outfit I have ever bought for 18" doll. As soon as we opened it the parts for the ski boots started to fall off. And unfortunately you can not even write a review for their product.

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.