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.
Review by Camargo Peschell3 weeks ago
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!!!
Review by Omahar1 month ago
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!
Review by Shivanjni Mavenganise2 months ago
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.
Review by Jaqulyn3 months ago
Worst customer service I have ever dealt with and will not shop here again! Needed a replacement piece for my daughters crib due to the original piece being damaged. After numerous phone calls and two months later I finally received the part but it was the wrong part. After calling again I was then told that the part I need isn't available for replacement and I'm just out of luck. Worst experience ever! Don't shop here.
Review by Hancurley3 months ago
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.
Review by BowdyBear Derrow5 months ago
I bought a crib and dresser for my grandson online. Within 24 hours, they reduced the price by over $200. When I called, they would not give me an adjustment. They also would not let me cancel the order. Never have I experienced a store with such disregard for their customers. Buyer beware!
Review by Eincmesh6 months ago
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
Review by Haskarali Juelich6 months ago
Anything you buy online Is NOT returnable! They say it is, but make it impossible to do so. Do not expect Visa or AMEX to fix it either. PB kids lies to the credit card companies and tells them the products were delivered and they were not. This is not just wrong, it is criminal!
Review by Loizides7 months ago
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.
Review by Jocye Humba7 months ago
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.
Review by Sirajbasha8 months ago
We have ordered bed and it's been 2 months not yet received . They don't even apply new discounts . And the delivery date has been postponed twice .
Review by Sedija9 months ago
Called customer service to cancel my order and i spent over 3hours on the phone trying to get my order canceled, they kept transferring me from one person to another. They have no respect for their customers and are racist too. Stay away from this store.
Review by Graslin9 months ago
If you are thinking about ordering from Pottery Barn Kids, JUST DON"T DO IT. I ordered an item on November 22, the funds were put on hold in my paypal account, but I never heard from them. Called early December and was told that my item was scheduled to be delivered on December 6. Dec. 6 came and went so I called again and was told it would be delivered Dec. 10. Decided to check on Dec 9, and tracking showed that it had not even been prepared for shipping. Called last night and was on the phone from 10:30 to 11:10 pm when the rep told me she promosed to call me back in 5-7 minutes. 25 minutes later she called back. She told me the item was no longer available and that she was canceling the order. Told me to pick a similar item and told me she was going to sell it at a discount because of all of the trouble I had to go through. I told her I didn't have enough money in my account to pay for the new item because my payment was still on hold from the original item. She ASSURED me that paypal would release the funds immediately so I could us it for the new order. The were sending it rush delivery, but I had to pay for the rush delivery, which acually made the item only $2.00 cheaper than the first item I ordered, but I just wanted the order. Turns out, paypal still hasn't release my hold and I got charged for the new item and rush delivery, so it was more than I was told. Tried calling customer service this morning and as soon as I pressed the number to be transferred to customer service,the call cut off. This happened 8 times. I decided to wait an hour and call back. Spoke to 2 customer service representatives. The first one told me that it was going to take 2 business days for paypal to release my funds. I told her that wasn't what I was told and that I needed that money. She hung up on me. So, I called back, and explained the whole thing again, and she told me that it was going to take 5-6 business days for the hold to drop. I told her that was not what I was told and that I needed that money, and guess what? She hung up. Called back again and explained all over again.This person just transferred me in the middle of talking, but I got a recording saying that call volume was higher than usual. Called back, and this time Iasked for a manager. Person didn't want to give me a manager until I told her what the issue was. I told her I was tired of explaining it and was only going to explain it one more time for a manager. Was placed on hold and no one ever picked up. This is truly the worse buying experience on line and the worst customer service every. I ordered form Pottery Barn because I thought they were reputable. Should have checked the reviews BEFORE I ordered. Never again will I do business with them.
Review by Matticus Pottala10 months ago
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
Review by Arivoukodi10 months ago
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.
Review by Palmereap Calina10 months ago
It is not surprising to me that Pottery Barn Kids has so many 1-star reviews here. Their ever-changing company policies intended to boost their bottom line at the expense of their customers are really the worst out there of any retailer I've ever dealt with. It's really shameless the way that Pottery Barn Kids treats their customers in the hopes of siphoning their money with less than ethical business practices and apathetic customer service people who don't want to fix the many problems that come with it. Yes, buying furniture from PBK is a horrible experience. I won't go into that here but suffice it to say, I've had similar experiences and add my disdain for PBK to the many other reviewers who've had bad experiences when ordering their furniture. It's all true!
This review is about PBK's newest "cash grab" campaign: shipping "open stock" items from their retail stores when a customer orders online. So here's the situation...PBK routinely changes out their inventory with new items (bedding, backpacks, lunch boxes, water bottles, plushes, etc) while clearancing out their discontinued items. Their stores have very limited shelf space for all of their items, so preferential shelf space is given to their new, full-priced items. Meaning about 90% of the stuff you see on their shelves is their new stuff and maybe 10% is their clearance stuff. Do they have more clearance stuff than what you can see on their shelves in the store? Yes, it's all back in their stock room and some of it may never see the light of day again, even though they routinely try and rotate these clearance items from the stock room onto the sales floor. It's just a matter of too much stuff and not enough shelf space on the sales floor. Does PBK want to sell all of this clearance stock that is back in their stock room? YES....desperately! So they came up with this ingenious idea to put these clearance items for sale on their website and, instead of having them shipped from their warehouses in Olive Branch, MS, because previously that's where all of the items listed for sale on their website have been shipped from, the items are shipped from the customer's nearest PBK retail store that has that particular item available for sale that is just sitting in their stock room. In other words, this item is no longer available to ship from PBK's warehouse, but is available to purchase from the retail store. However, PBK doesn't want you to know that. They've actually coached their employees to not disclose that an item is being shipped from a retail store. Lie #1. Now normally this doesn't seem like a problem. The average person is probably not going to care where the item is being shipped from, as long as they receive their item. Herein lies the problem: PBK's items at their warehouses in Olive Branch, MS are all sealed in plastic, and if it's a bedding item, in the original factory fold straight from their manufacturers. The same item from the retail store may be new or it may be "open stock," which means something that could have been a floor model, a customer return, opened and then refolded....you just don't know. So the unsuspecting customer who orders an item from PBK's website, expecting to receive a brand new in plastic item like they have in the past, never touched by human hands since leaving the manufacturer, may receive something that appears to have been used. WHAT? What kind of bait and switch tactic is PBK trying to pull? It just seems very unethical to me. I've received things like a crib sheet that looked like it had been on display, slightly dingy, no tags...a full sheet set that was missing its fitted sheet and pillow cases, just the flat sheet...another sheet set that was a crumpled mess, not in its original factory fold. What makes a PBK store employee think that it's okay to ship items like this that are "open stock," i.e. not in new condition? Here are some of the responses I've been give from PBK store employees: "How did you know it came from our store"? "Our customers are not supposed to know that the item was shipped from a store." Well, even though PBK is trying to be really sneaky by providing an invoice inside the box that gives the illusion it was shipped from their warehouse in MS, the return label on the outside of the box does provide the return address of the store where it was shipped from. In the case of the crumpled sheet set, the store employee told me to just return it to my nearest store. Never offered a replacement or to have UPS pick up the sheet set for a return. My nearest store is 50+ miles away, so that wasn't a very convenient option for me. In the case of the crib sheet, the online customer service person did issue me a UPS return label; however, upon return receipt of the crib sheet, I noticed a partial credit for the crib sheet, instead of a full credit. I called five separate times and spoke to PBK's customer service people, some of whom were supervisors, and got nowhere. The last supervisor person I spoke to was just so rude...he said about 15 times in a very robotic voice (no kidding), "unfortunately, there's nothing I can do," and he hung up on me. There's nothing you can do? I've never experienced such indifference from a company's customer service, the face of the company.
Is this really how you want to treat your customers? Send them a used crib sheet from the store that was ordered from online and then give them a partial credit when it is returned? I finally gave up. After five phone calls to PBK with no resolution, I was done! You can keep my money PBK, you unethical piece of crap company. I hope you go out of business after you've burned every last customer and there isn't anyone left to buy your stuff. Have some pride in the way you treat your customers, for once! Instead of selfishly using them for your own unscrupulous purposes.
Review by Libary Hinty10 months ago
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.
Review by Oceanblue11 months ago
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!!
Review by Grains Coillet11 months ago
I placed an order just last night, and immediately realized my mistake that the order description did not match the photo. I tried to find a cancellation button, no way to cancel. I immediately called customer support the next day, and basically was told they could not cancel the order, and it looks like the item is non refundable too?! I definitely know now to avoid PBK at all costs.
Review by Gouey Monteregge11 months ago
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.
Review by Preiss11 months ago
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.
Review by Susitha Clarebrough11 months ago
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!!!!
Review by Kreative11 months ago
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.
Review by Malkie11 months ago
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.