Pottery Barn KidsReviews 305

Absolutely terrible. Sent us wrong item, then when we returned it, charged us THIRTY dollars as a "restock" fee. If I had known there was a restock fee of half the value, I would've tried to sell the item on facebook marketplace or something

It took Pottery Barn Kids 9 months to complete my Charlie crib and conversion kit order! They originally came with "White Glove" service and set up the crib incorrectly, even opening the conversion kits and using these parts to assemble the baby crib! Then, they didn't want to replace the conversion kits that were all mixed up by them alone - they just wanted to reassemble the crib. When they finally returned to reassemble the crib, we found it was defective because the WOOD SPLINTERED and could hurt a child or anyone! Then they took months to get me a new crib and several months after that to agree to replace the conversion sets they ruined. Also, they wound up cancelling delivery of the sets numerous times. The whole ordeal was a disaster. DO NOT do business with them!

Review: Pottery Barn Kids seems to be locked in a ceaseless battle against efficiency and customer satisfaction. For starters, my order is slated to arrive a staggering three months later than initially promised. This isn't a minor delay, it's an absurdly long wait time that showcases a glaring lack of respect for customers' time and needs. Even the company's promised split shipping has turned into a farce, with an email confirmation that's worth about as much as the paper it isn't printed on. The cherry on this disaster sundae is their customer support: a ghost ship drifting in the sea of customer complaints without offering any tangible help. As of now, my recommendation for anyone considering Pottery Barn Kids is to seriously reconsider. Save yourself the disappointment and hassle.

I am speechless at how frustrated I am with Pottery Barn Kids. I'm even more upset when I see how low the ratings are which indicates that they like just don't care. I ordered this kitchen in December and it said 2 weeks for delivery. Each week it would say that it was shipped but the date would move to the following week. 6 MONTHS LATER and 5 phone calls later to staff who kept saying the same thing, I finally asked to speak to a manager and they figured out it had "gotten lost in the warehouse." They delivered it in 1-2 weeks, and when it arrived and we assembled it, the last peace (the sink) WAS DAMAGED. I called the company, they said they would send a new kitchen and asked me to just replace the sink and send the rest back. Well... get this... THE SAME THING HAPPENED. It didn't arrive, and online it is following the same pattern - keeps moving to the next week. I am just speechless. I called again and they didn't even offer to refund me, do a white glove delivery or expedite this. They keep asking me to take the old one apart and somehow fit it back in the box and take it to UPS myself. Seriously? Their items are good quality but the delivery is abysmal and it may even arrive damaged. I was hoping that by leaving a review they would actually fix this situation (I have still not received the replacement, and at this point I don't think I ever will). But now I realize that they probably won't even read this.

They are rude and unhelpful from the stores to the online customer service. I called the store regarding a pickup and they said they would call me back and never did. So i called back a couple hours later to inquire about my pickup and why they hadnt called me back and the lady was soo rude and unapologetic. Like i owed her something. Then when i finally picked up my order the item goes on sale 2 wks later and they wont do a price adjustment and wont even escalate my customer service call so i can speak to a supervisor about how i felt about the whole process. They then told me they prefer me to just return the item, in which case they would charge me, and id also lose my shipping fee to the store. They rather the customer do all that and lose money than give me an adj on a product i can return and purchase for the lower amt. The worst experience ive ever had, especially given that their prices, i expected more. This was my first pottery barn experience and mever going back

The quality of the Mackenzie Backpack (Unicorn one) is substandard for Pottery Barn, I would not recommend this. I ordered one less than 2 months ago and it is used by a 4 year old to carry into school, hang on a hook and carry out of school, its not carried around all day or thrown on the floor. It has 3 places where it is worn completely through (in less than 2 months!). Pottery Barn customer service says it is expected normal wear and tear (in less than 2 months!) and will not refund or replace. The material seems to wear through/snag very easily (it did in several places on ours) and the trim/binding is coming unraveled in multiple places as well. I'm disappointed in Pottery Barn for not standing behind their product or providing products with more durable materials than this. Customer Service told me I could order another one for a 10% discount...I will not be ordering another one. I expect a backpack to be made of a material that will hold up under light use for more than 2 months.

Took over 45 minutes to order 2 items due to a problem with their website for Mac users. Then they decided to break the order into two and charged me TWICE for postage. I will NEVER, EVER use them again.

I spent 3 months of my life going back and forth with them to get the correct hardware for 2 beds that were delivered without it. One side of one of the beds was also scratched. It took 5 trips of different delivery guys to finally get the job done. After all I went through I should have received a full refund for both beds. Instead they only offered me 5% back for "my trouble". I spent more than that on childcare so that I could be home for the deliveries that never happened. I will NEVER BUY FROM POTTERY BARN KIDS OR POTTERY BARN AGAIN IN MY LIFE. I have never been more upset with a company than I am with them. Every time I called I received a different story. No one knows what they're doing there.

I bought 2 Charlie cribs for my newborn twins in Sept 2020. They were delivered and assembled by the "white glove delivery" locally in Memphis, TN. Just recently we converted them to toddler beds and discovered that they were assembled incorrectly and dangerously. The wrong screws were used in the wrong places and some were missing. The cribs were barely held together and were a danger to my kids, thank goodness they didn't get hurt! I called customer service and they said there's nothing they can do since the purchase was made 2.5 years ago.

Ordered a chair as in stock and ready to ship. A week after the advertised arrival they then say it's still another 3 weeks. Hopeless phone staff who can't do any more than the website says. Clearly their logistics is a mess.

Don't use for furniture unless you can get something from a store or don't care when it arrives.

When we order our kids lunch box we didn't know the ETA would be for the following year…recently received a bill that was 7 months old. Over five phone calls. We just keep getting the same message "all taken care if" and "it's on the way" and yet we have received nothing. I didn't get what I bargained for, this company gladly took our money but have failed to literally deliver what was order in July of 2022! Now April 2023

It really is a shame you can't give a company a 0 star rating. Even that would be too generous for Pottery Barn Kids.

We were gifted a bassinet insert that didn't fit the bassinet we'd purchased. In an attempt to return it, we were first told it wasn't returnable, and then upon talking to their atrocious customer service, they made an "exception" for us to return it, except the shipping cost would be on us, and it cost $30, half the price of the item itself. We were given the bs excuse that it "might" be because of the size of the item, but that's ludicrous given that the item is not large by any means.

To top it off, just to get this level of service, we asked the rep to escalate to their supervisor, which, to them, means to send a text and let the customer sit on the phone and wait for a response.

What first felt like highway robbery ended up feeling like a scam entirely. It's pretty shameful that a company who claims to be able to help with parents' needs can get away with "service" like this.

I would stay far, far away and look to any other retailer in existence before coming back to Pottery Barn Kids.

I ordered a crib and mattress from Pottery Barn (see image). Then, a week or two later I went to check the status since I needed it to be delivered by this weekend only to find out it was canceled (see second image). I called customer service, which directed me to another number - *******113 - so I called the second number. The woman that answered the second number was rude, talked over me, and basically said "too bad order it again." However, when I ordered it there was a sale and now there's not. Now If I were to order it, it would cost more. Never doing business with Pottery Barn again.

I ordered a a bookbag from them. I loved their styles and sizes. First it doesnt tell you how much they are charge to put your name on the bag. (its 15 dollars) then they offer shipping and next day shipping. The next day shipping was teh same arrival time has regular shipping but is 30 dollars more. The customer service rep was snarky and basically said to bad and wont refund you the money... the 30 dollar bag turned into 90 dollars... never again.

The worst experience ever, Pottery Barn Kids registry is a bait and switch, they offered 20 percent off a nursery set, before the sale was complete they rescinded the discount offer, what terrible customer service, recommend you do not give Pottery Barn kids your business, they are a sham!

They are a joke. Don't believe their estimated delivery dates if something is not in stock. They just keep pushing it later and later each month even though I called and asked when they would actually ship it and they told me we were on the next shipment that was coming in. Still haven't shipped a month later again. They keep putting a pending charge on our account for the item and then eventually get rid of it because they still haven't shipped it. Customer service is no help. Very disappointed in them as I already have the table and have been waiting 5 months for the chairs with no end in site.

I've dealt with this company so many times and just gotten more and more disappointed every time. My recent/worst experience has been today. I have my baby registry with them for the second time (huge mistake) not only it's the worst site to shop from for registry as all my guests stand point, they charge so much for shipping even if you have a registry. Now today after few weeks of having the baby registry and already telling all my family and friends about it they change their completion discount from 20% to 15% without any warning, notification or emails what so ever, even tho I signed up with them before they don't honor it. What a huge scam. I even spoke to a Costimer service representative 2 days ago about the discount and asks if everything on the resisgty is eligible for the discount and she said yes to 20% and nothing about it ending soon. This happens with all their discount items all the time but I didn't think they are this careless and have 0 costumer appreciation to do this. After talking to 5-6 head Customer service representatives and managers they basically said it is what it is you should deal with it. All they had to do was to honor what they advertise to lure you in for who already had the registry but they didn't, just like that. I hope they don't get away with this. I'm 7 month pregnant and I got so stressed out today and after 8 hours I'm still shaking. Shame on them.

A zero star is what pottery barn kids deserves. I ordered a gift for a surprise baby shower, and the delivery day was supposed to be the day after the party, but I wanted to make sure. I called them and they said they have a note from the registry not to deliver before the day of the party. Two days after, I get an email from pottery barn saying my order is going to deliver a week before the party! So I called again and I talked to the manager and he assured me multiple times that it would not deliver early. He gave me some kind of explanation about why I got the email. I asked him multiple times to verify I would not get it before the delivery date—I told him I'd go stand in front of their door and wait for the mail man and pick up the gift from him. He started laughing and said, "no you don't need to do that because it's not going to deliver before the event." Guess what happened? The gift was delivered to the mom-to-be a week before the party. VERY bad customer service and VERY bad experience with this place. Thank you Pottery Barn for ruining a surprise baby shower. It's clear how much you care about your customers.

Unbelievably horrible experience. If I could give a minus 10 then I would. From placing the order on line, to following up on the over due items, to customer service, to wait of over 30 mins on the phone any time you call to talk to an agent- all around very bad. For the fairly pricy products (I ordered just a bed that was close to $5000) their customer service is horrendous. No body there knows what is going on and no one wants to take any accountability for the company's mistakes.

I have been back and fourth for MONTHS with their support team about the difference in size of embroidery on two anywhere chairs i purchased. The size is drastically different. Especially when together, which i planned for them to be. They have sent the same exact small embroidery at least 4 times and won't try changing anything. They say they can fix it and don't yet send it still… then the last interaction they told me to pick a new color cover and let's try that. Was due today but nope they cancelled it since they've sent too many. Complete garbage support… they don't care at all.