Pottery Barn KidsReviews 305

Potterybarn Kids has the worst customer service we have ever experience for a high-end store. For our registry we had a crib, a changing table and a nightstand. My wife's Aunt order the changing table and nightstand and paid for instillation, her mother order the crib, not the one we originally wanted due to the crib being back ordered until November, so we had to pick another crib. We received the crib prior to the changing station and nightstand. My wife called the furniture scheduling to see if they would be able to setup the crib while they were there with the changing table and nightstand. After being on hold for 50 minutes, she couldn't hold for any longer and needed to hang up. She tried to call two days later and again waited for over 30 minutes before she had to hang up. Since it was a day before the installers were scheduled, she decided to call our local store. She talked to someone and provided our information and the lady said she would try to find some information and would call her back. Guess what? You got it, no call back. When the installers showed up, she did ask them, but understandingly they were unable too. So, she called one last time the furniture scheduling number and was actually able to get a hold of someone after a short 20-minute wait. Well she was informed that you do not complete instillation for things delivered UPS and that the next scheduled time would not be until mid-September. Well with the baby coming around then, we decided not to wait that long.

So in short, while they may provide high quality products, their customer service is absolutely horrible and has influenced our decision to never shop at their store again.

If you want to buy a crib, buy it somewhere else if you want it this century! If I could give their furniture customer service department a ZERO I would!
I bought the mid century modern 4 in 1 crib on February 27th 2020 and was told it was backordered and wouldn't be out for delivery until mid to late May. Fine, my baby won't be sleeping in it until he's 3-4 months. Meanwhile ALL the other coordinating pieces I ordered with it have been sitting in a warehouse in Dallas since April waiting for the crib to catch up, and until May I'd getting calls wanting to deliver. Why on earth would I want the dresser, topper, full size bed rails if I don't have the crib.

Now it's the middle of JULY!? WHERE IS MY CRIB?! I have been following up with customer service every week to two weeks since the beginning of June. Every time I call customer service the estimated delivery date is postponed another two weeks to a month, and someone will contact you when it comes in, same song and dance since May. Last week (7/14) I was actually told it's still in New Jersey in a warehouse in route to the Dallas delivery hub and the estimated delivery date to be the week of 7/20! I called today and the estimated delivery has been moved to the middle of August! The only excuse is COVID-19. If that is a valid excuse, why have all the other pieces been sitting in a delivery warehouse since April!?

POTTERY BARN - if you can't deliver because of Covid-19 you should remain closed since you can't deliver. You have my money and I have no furniture! At this point I'd be happy with Target. Your excuses are nothing but lip service. It amazes me that there is no place on their website to provide customer feedback, if they did I'm pretty sure customer service would get a ZERO!

My daughter is expecting her first baby in August and ordered crib bedding from pottery barn kids in April. She was informed in June that those items were on backorder until August. She was told she could cancer her order but since she paid with gift cards she would have to wait 7-10 days to receive new gift cards for her to purchase different items. When she received the gift cards, she called to reorder and was told to order a specific bedding set because it was in stock. The new set came with a sheet that was not wanted, but she was told it was less expensive to purchase that way so she ordered. She has now been informed that the sheet is on backorder and because of that they will not send the comforter and skirt... she did not want the sheet to begin with! Their solution again is to cancel the order, wait another 7-10 days for the gift cards to be returned and replace yet another order for just the comforter and bed skirt. She has been hung up on by customer service. This is the worst service ever received and the inability to cancel and use the same gift cards for another purchase without waiting is beyond anything I have ever heard. I was told that an order could not just be cancelled and refunded, that I would have to receive the shipment first (even if it's on backorder), return it to them and then they will refund the money! Worst service ever!

Ordered a Disney princess toddler sheet set With a personalized pillowcase, all I received was the pillowcase. When I called to find out where the rest of the order was they said that's all I had purchased. I clicked my confirmation email link and lo and behold it goes to the whole set. She tried to explain some loophole about how I ordered just an extra pillow case! Absolutely ridiculous I will never buy from here again! Not sure how they can get away with stuff like this my confirmation email clearly goes to the set not just a pillowcase.

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.

I ordered PBK nursery dresser and recliner.
The recliner was so poorly assembled of rocks and sways with out a push and gives me and my husband severe motion sickness and vertigo.

The dresser, delivered two months ago, is still off gassing headache inducing smells. The interior of the drawers are rough making me concerned about splinters in my newborn's clothes.

Despite the price tag the drawers do not pull in and out smoothly at all! Again, this could be poor assembly or poor product l quality

We purchase a bed from potterybarnkids.com and right after we decided to cancel the purchase, but we find out that their site does not provide you with option to cancel a purchase and their customer support only work business hours (we bought it at night). So we call the following morning to find out because it is the following day, they can not guarantee the cancellation, because they only accept cancellations on the same day. Worst, they can not provide me with any reference that I actually asked for the cancellation, so basically now, even though I requested the cancellation, I do not know if the cancellation is accepted or not.

Ordered a set of nursery furniture on labor day weekend. After 2+ months of waiting for the delivery, one of the items was delivered damaged (a glider chair with a rip & white paint on the fabric). I was frustrated, but decided to exercise some patience. We opted to keep the damaged item until the replacement order came - which we were told would be ~6-8 weeks later. Several weeks passed with zero communication/updates from PB Kids, and I when I called to check on the status of the replacement glider, I was told the est. Delivery date had been push out by yet another 6-8 weeks. Our baby is due any day now, and while the damaged glider that we has functions fine, I feel it is completely unacceptable to have this kind of issue remediation when we paid so much for this furniture. Every time I call for an update, its as if I'm starting back at square one, and none of the associates at PB Kids seem to have any meaningful updates for me (The order doesn't seem to have progressed still...). In general, I have a bad taste in my mouth for the PB Kids brand based on a number of different interactions with Customer Service.

I ordered a pottery bank kids foam chair on November 11 and received an email that the chair would be delivered on 12/5, well 12/5 came and went and no chair was delivered so I checked the tracking and it now said 12/11. Well 12/11 came and no chair so I tracked it and now it says that it will be delivered between 12/17 and 12/19. I called customer service and after being on hold for 12 minutes the rep told me they were waiting for a part, I asked to speak to a supervisor and again was put on hold for 9 minutes and didn't get a supervisor got another rep. She informed me that I could reorder the chair because my order was stuck, her words in pending so I needed to cancel the first order and reorder it. While I was in the process of reordering it she did something and I was put on hold for an agent and the order wasn't place Horrible. Service

We ordered 7 pieces of furniture. 4 of them came within the time window they specified. Of the last 3 pieces, 1 was delayed by almost 2 months, and the other two have been listed online as delivered but were not. This has taken over 20 calls to straighten out, many of which have been "dropped" or "disconnected" and I have been transferred to many different departments. I have been extremely polite for each conversation, so they are not dealing with a difficult customer. It's hard to believe how such a basic mistake could have been made online, and hard to believe how difficult it is to correct it.

I've ordered many PB Kid products and been very happy with everything. Their dressers in particular are better made than items I bought in Wayfair that looked similar. I've been happy with the Blackout drapes, crib sheets, kids bedding, pillows, lunch boxes, and backpacks over the past 5 years. I've even made mistakes ordering monogrammed items and they've returned them even though they can't resell them. That said. Their shopping experience is a pain. The website has few filters and no reviews. Hitting the back button starts your search all over again. I often have issues applying promo codes or reward certificates. Calling customer service is a pain and hold times are slow. Shipping times are also slow, and are often 2-4 weeks for delivery. The unique and aesthetically pleasing items keep me coming back but I hate using their website.

We felt pressured to rush to make a decision on a crib because of the supposed "great deal" of 25% off, so we quickly picked a crib and dresser on the last day of the 25% sale -- the Larkin 4-in-1 and the extra wide dresser. But we decided a week later to return it after changing our minds. So I called customer service to return it, and I was told I could only be refunded for the furniture itself but not the shipping fee, because the item had left their warehouse. Never mind that no human had actually delivered or assembled the items, because we NEVER actually received the items. They simply needed to move the item back from one warehouse to another. And we are now somehow out $270 because of this, even though the shipping was only $249. I continuously asked to speak with a manager or someone else, because I was never told of this policy when I made this purchase and did not believe that a customer should have to face this without first being told that this was the policy. But I was told that there was no one else to transfer me to and because we changed our mind, we had to still pay the fee. I never imagined we would have THROW AWAY so much money when the items never even physically made it to our home! SAVE your money and buy from a more customer-friendly company who will at LEAST notify you of their atrocious policies before you purchase!

If I could give 0 stars I would. Waited almost 2 months for bed I ordered. Finally delivered and delivered wrong bed. Then the wanted me to wait another 2 weeks for correct bed. Waited on hold for over 40 minutes to talk to manager several times and would get hung up on. When I did talk to them they told me they would look into issue with delivery department and call me back. Still waiting for anyone to call me back. Finally told them to keep bed and went to another store. Don't ever use these people!