Pottery Barn KidsReviews 305

I placed an order for my daughters baby shower gift, and it was received 2 weeks later. Upon being received, the order was completely wrong. It was labeled correctly but had the wrong product. I received the order the second time, and again it was wrong but this time the color was wrong. Now I am told the order is on backorder and won't be received for an additional 2 months. For such expensive, high quality products, I would expect high quality customer service. I will never purchase an item from this company again.

I bought a knapsack and lunch bag for my daughter. The dimensions were completely misleading and it was too small for a 4 year old. I went to return it, and the customer service gave me the wrong information. I then went to the store to return it. They then took 30 minutes to process the return, but were unable to refund me my shipping fee, but told me to call back customer service. When I called back, the customer service agent took 20 minutes to process my order number before transferring me to the rudest agent I had ever spoken to. She was unwilling to help me, unwilling to transfer me to a manager, and completely satisfied that I was an unhappy customer. I have always been a loyal customer of PBKids but will definitely think twice before ever shopping here again. I hope you do to.

Awful, Awful, Awful. DO NOT SHOP HERE IF YOU CAN FIND OTHER OPTIONS. Their items are priced as nicer products but their customer service is trashy and ghetto at best. Sent me the wrong item twice, I had print screens to show they sent the wrong item. The rep proceeded to tell me they sent me what I ordered even though there was a skew issue mix up on their part with the order. I ordered a navy backpack. They sent me a gray one twice due to a skew mix up in their system. The rep I spoke with after the second mix up REFUSED to help and stated I will return the item YOU ordered but their is no one here to help me with this issue and no one else to speak with. He refused to consult a supervisor or transfer me to a different person to speak with. I asked him to transfer me to someone else, he refused and then released the call. I had to call back and sit on hold for another 30 minutes with another rep to see if they can get a navy backpack. Just a mess. Luckily she was polite and wow to my surprise a magical supervisor appeared without my even asking to help her get my situation sorted out. They need to fix their skews and fix the sales reps without proper training. Being calm in a situation and blaming the customer for your error is not a good fix or look. Thanks.

I ordered the Kendall 4 in 1 convertible crib for our new baby on the way. I ordered this back in May. It came in in June and my husband put it together a few weeks ago. When he took it out of the box one of the panels looked like it had been dropped. It is damaged and because we needed the crib my husband put it together and I called customer service. The person I talked to said that they would deliver a new crib and would tear down the damaged one and put up a new one. I asked 3 times during this call to ensure this was correct. Well fast forward it's now 2.5 weeks after this call and I receive an email that the new crib was delivered to a store 1 hour from my house that I can go pick up. This was not the communication that I was given. I called customer service back. Tracy was very nice, but was not able to get anything figured out except that it would be $200 to have the new crib shipped to my house. I will not pay $200 when the original crib I was given was damaged in the box.

I was told a supervisor would call me back in about 30 min. I never received a call. I then called back 2 hours later and was told a supervisor would call me I'm 48 hours. What!?! That is unacceptable. 2 days later someone will call me and try to figure out if there is anything they can do since my crib was damaged... I work in retail and I could never tell a customer I have 2 days to fix the problem. As of now it seems they have no solution at all and I am stuck with a crib for our new baby that has a chunk taken out of the corner on the top of the crib. I did not pay that much money (not including everything else I bought there) to have this terrible of service and no resolution. Completely unacceptable.

Pottery Barn Kids sounds like an awesome, family-owned business, but it is not. I also accidentally submitted an order of the wrong size back packs. I submitted the order real late at night, and called them first thing in the morning to try to get the order changed. Customer service said they could not do anything. I wonder why in the world they "can't do anything" if the dang backpacks had not been 'personalized' yet? So, you think you're talking to someone with access to a workshop, but you're really not. You're talking to someone who has no idea who operates the factory. You're talking to someone who has very little access to anything! When you make a mistake, you waste your money. They're not gonna help you. They irony of it is that you think you're talking to someone about a personalized order, but it's very IMPERSONAL.

I chose the regular Avengers water bottle and when I personalized it the website switched the item to a large water bottle. I noticed the change after I had submitted my order and I called to have the order corrected. The customer service representative said that she corrected the order. Yesterday I received the large water bottle that I did not want. My son is going into kindergarten, the large water bottle is too big for him. Since my item is personalized they will not do anything to correct the issue. Since they did the same thing with the backpack that I ordered, and most likely the lunch box that has yet to be delivered, they have scammed me out of nearly a hundred dollars. I am a single mother and a disabled veteran, I wanted to get something nice for my son so he would be excited to start school, and now I have to purchase all of these items again from a different company. This was my first time ordering from Pottery Barn Kids, and it will be my last.

BUYER BEWARE! I tried to place an order for a 15" Avengers backpack and when I entered the personalization the website changed the size of the backpack to mini. Today I received a tiny backpack and when I called customer service to ask them to replace it they said that since it is personalized there is nothing they can do about it. The lady in customer service was very rude and could care less that I was out the money. I should have known that this would happen since I caught them trying the same thing with the water bottle I had ordered after the backpack. I selected the regular water bottle and when I personalized it the website changed the size to large. I noticed the discrepancy after the order had been placed and was able to call to change it, but it did not occur to me that the same might have happened to the previous order. I will never order from this company again. They are trying to trick people into buying incorrect personalized items so they are forced to spend more money to receive the item that they need. That is just bad business.

I contacted costumer service and spoke to 3 different people. No one was able to give me any information on my order other than what I can already see on my account on their website. NOT HELPFUL! I spent thousands of dollars and I've received everything but the bunk bed and the delivery dates keep changing. I was told the bed is in stock but no one could tell me where it is or why it's taking so long to ship. One lady did however tell me it could take 6 months to a year for it to arrive at my home but she couldn't tell me for sure. What is that?! That is ridiculous and unacceptable! I have made several purchases in the past but never again will I order furniture of any kind from Pottery Barn or any of it's affiliates. Customer service is a joke and I'm super pissed! I'm stuck with hundreds of dollars worth of bedding from them with no bed and no real answers as to when or if I will ever receive the bed!

Ordered a personalized toy chest for my son. I have the same exact toy chest for my first child with his name written in big letters across the toy chest. It is also advertised this way on the website. When I received the toy chest the name was written so small in the middle of the toy chest. It looked absolutely ridiculous. Called customer service and they said they will send a new one. Over the past month I have received FOUR INCORRECT PERSONALIZED TOY CHESTS! Every time I called customer service and explained the personalization was not correct and not written in big letters as advertised on the website they assured me the fixed the problem and would send the correct item. Finally, after the 4th time of receiving the same incorrect item, I just gave up and cancelled it all together. Do not waste your time or money with this company. Customer service has no idea what is going on. They all lied to me saying the problem was fixed and it never was. Horrible, horrible, horrible!

This company has the worse customer service and they do NOTHING to satisfy their clients.
I bought an item online as a gift to be shipped to Colorado and I noticed the shipping address was my address instead of my friends address. I called them immediately and the representative assured that she made the necessary changes. And then BOOM! She wasn't able to change it although she said she did and the item was not shipped to the correct address and when I called them to send me another shipping label for Colorado, they said we can't! WASTE OF TIME! I DO NOT RECOMMEND THIS COMPANY!

I bought a dresser/changing table for my baby from pottery barn kids. I put the order in over 8 months ago. When I purchased the dresser, they said that it would take 2 months to fulfill the order. That was perfect because it synced up with the time my son would be born. As soon as the two months was up, I did not receive my dresser, I look at the status of my order and it turns out it is pushed back 2 more weeks. Fine. 2 weeks later its pushed back another month. Okay. The month rolls by and it says another two week. This cycle goes on over the next 8 months and still no table!
I gave them a call 5 weeks ago (7 months later) to figure out where my dresser is and what is the hold up. The woman tells me that they are waiting for the manufacturer to fulfill the order and as soon as its done they will ship it out. If they can't fulfill the order because they don't have the product, I would call that SOLD OUT. Don't just take my money, give me numerous dates of delivery, and keep pushing it back, and just call that a "backorder". You don't have it. Its sold out. Apparently they're waiting for Jesus himself to rise back up and make this freaking dresser.

When I confronted customer service, she said she would send me emails regarding my order, when there is movement, and notes about our call and all this other great stuff. I haven't received one thing.
Honestly one of the absolute worst companies I've ever had to deal with. If you don't have a product, CALL IT SOLD OUT! Don't just steal your customers money and not deliver, then blame it on the manufacturer.

Absolute worst customer service ever! I have been trying to contact them in regards to a recent purchase that I had made. I ordered what I assumed was a Zoey trundle bed. But unfortunately I only ordered the trundle and the bed was being sold separately. The Zoey advertisement was not showing *trundle only* as seen in the other item listed in the picture. When I reached out to customer service they did not offer an apology at all and told us that we had to repackage and take the over 110lb. Box back to FedEx. All I really wanted was the actual bed that matched the trundle now that we were stuck with the trundle. However I was then told that they no longer sold the Zoey bed and hadn't since October of 2018. This purchase was made in May of 2019! Why are they still selling the trundle if they no longer sell the bed?!?!? I have reached out to them several times in the past two weeks and keep getting the same run around from different customer service representatives. Horrible! They have lost me as a loyal customer.

I called the 1800 customer service phone number to modify my order. I purchased $6,000+ Worth of furniture and simply wanted to change one item. Called 3 times and was hung up on every single time when I requested to speak to a supervisor. I was told I had to cancel my entire order and that my new order would be delayed 2+ months. They should really review these calls and get ride of the bad employees. For such a prestigious brand they do a terrible job at hiring good customer service reps. My experience was awful and quite frankly I'm considering cancelling my entire order and going elsewhere. Clearly they do not care if they lose business as they are treating their customers terribly.

I ordered a new bed for mt daughters birthday. Estimates Date was June 10-24 before i placed the order and also after the order was placed and a few days later. I have checked multiple times. I checked again today (May 31st) and suddenly saw October 24 as the new date. I couldn't believe it! Customer service told me that is indeed the case. They can't do anything. I asked to cancel the order, they did. Tried to put in an order right after for the same furniture, guess what? Says June 24! You would expect they would be honest.