PotterybarnkidsReviews of potterybarnkids.com

I was shocked at how bad the service at Pottery Barn Kids was. I wish I had read Trust Pilot reviews before I ordered. I ordered 3 kids/baby towels for a baby gift to a colleague. The websited showed them as being sent in a week. Then came the email with delays that were MONTHS, with each set to arrive in a different month. That followed by rude customer service. Their towels are so cute but I am done with ever buying from them again.

Order from July still missing—zero customer support Review: I placed an order on July 26th and was informed it was backordered until September 15th, which I completely accepted. However, it is now mid-October and I still have not received my items. Worse, I cannot get any information on when it will actually ship. No matter what time of day I call, the customer service phone number just leaves me on hold indefinitely. It is incredibly frustrating to be completely locked out of support after months of waiting for an order. I strongly advise against purchasing from them if you expect transparent shipping timelines or accessible customer service.

I am extremely frustrated with my experience with Pottery Barn Kids. I ordered Halloween items and instead received a pillow that I never ordered. Now my actual order won’t arrive for another week, and on top of that, I’m expected to go out of my way to return the pillow they mistakenly sent me. It is ridiculous that I am being inconvenienced twice because of a mistake that was entirely theirs. The least they could do is take responsibility and make this right instead of expecting me to deal with the hassle. For a company with prices this high, the customer service is unacceptable. I will think twice before ordering from them again.

I had a wonderful experience with Pottery Barn Kids’ design services and ultimately ordered several pieces for my son’s room. Unfortunately, what happened after the furniture arrived has been one of the most baffling and frustrating customer service experiences I have ever had. We paid for white-glove delivery of my son’s bed. The delivery team assembled the bed, but the slats needed to support the mattress were missing. So although the bed was technically “delivered and assembled,” it is completely unusable. My son has no bed to sleep in because Pottery Barn Kids failed to deliver all of the necessary components. What has been far more frustrating than the original mistake is the complete lack of urgency or ownership from customer service. I had to call Pottery Barn Kids EIGHT times over the course of more than a week before I was finally able to speak with someone who could actually help resolve the issue. Rather than simply getting us the missing parts as quickly as possible, a customer service representative ordered an entirely new bed without even discussing that solution with me. I was then told the replacement bed would not be delivered until approximately six weeks after the original bed was delivered. So, because of Pottery Barn Kids’ mistake, I am now expected to wait six weeks for a usable version of a bed I have already paid for—all while my son has no bed to sleep in. I eventually spoke with a supervisor and asked whether Pottery Barn Kids could refund either some portion of the bed or the white-glove delivery fee as compensation for the enormous inconvenience. I was told that no refund or adjustment was possible unless I returned the bed. That response was astonishing to me. I am not trying to return a bed because I changed my mind. Pottery Barn Kids delivered an unusable product, I spent more than a week repeatedly calling them trying to get someone to fix their mistake, and their proposed resolution requires me to wait another six weeks. Yet there appears to be no mechanism for customer service to acknowledge that failure or make the situation right unless I return the product entirely. Mistakes happen. A missing part by itself would never have caused me to write this review. What has lost me as a customer is the way Pottery Barn Kids responded to the mistake: no urgency, no ownership, no proactive communication, and apparently no ability or willingness to compensate a customer when the company has clearly failed to deliver what was purchased. For a company selling expensive children’s furniture and charging for premium white-glove delivery, I expected a completely different level of service. I genuinely liked the products and had a great experience with the design team, which makes this even more disappointing. But after this experience, I will never shop with Pottery Barn Kids again. I would have selected zero stars if I could.

Ordered a chair for my niece with her name on it. Package said it was delivered but there was no chair to be found. Days later, the chair arrived late (it was a Christmas present ordered in November and delivered in January) without her name. They sent a replacement three months later, AGAIN, without the name that was paid for. They did NOTHING to settle this. Worse customer service I have ever experienced. I would NEVER buy from them again.

I’m very disappointed with this nearly $100 Pottery Barn backpack. Purchased for my 7-year-old son, it has seen limited, normal use and carries very little, yet the stitching is already coming apart. Pottery Barn refused a refund because the purchase was more than 30 days old, despite this being a quality issue. Poor durability and disappointing customer service—I would not recommend it.

I am still waiting on multiple orders that have not shipped with no sense of when they will arrive. I placed a mattress order over the phone, never received an invoice, have no ability to track it and have called twice and an agent told me that there is no way to tell when it will ship. When I asked to cancel, I was told I cannot cancel the order. That my only option was to refuse to accept delivery if and when the item ever arrives. I am not going to order from them again and have been a loyal customer for years, but this is too irritating. This was supposed to be a gift for my daughter and she is so disappointed.

This review is NOT about the product. It is about the complete failure of Pottery Barn’s customer service. I’m referring to order #362303902971, placed August 18, 2026, for a bassinet and cover for my daughter-in-law. On August 21, I received shipping notifications with two tracking numbers. The cover shipped, but the bassinet did not. I called Pottery Barn on August 25 and was assured the bassinet would ship within a few days. The cover arrived that day, but the bassinet did not. Because both tracking numbers were linked to the order, your system incorrectly showed both items as delivered. I immediately called again. I was told there had been a system error and that the bassinet was backordered. I cancelled the bassinet and was told I would receive a refund within seven days. I then purchased one elsewhere because I needed it quickly. Then, on August 28, I received an email saying the supposedly cancelled bassinet had shipped. It arrived September 1. I called again, explained the situation yet another time, and spoke with a manager who promised to call me back September 3 to arrange a UPS pickup for September 4. The manager never called. So today, September 4, I had to call AGAIN and spend over an hour on the phone trying to get the pickup arranged. Then the representative actually asked me why I couldn't just take it to the UPS store. Why should I? This is not my mistake. I did not create the tracking error, mark an item delivered when it wasn't, ship a cancelled order, or fail to return a promised phone call. Pottery Barn did. I have spent hours of my time fixing a problem your company created. My time is valuable too, and frankly, I should be billing Pottery Barn for it. This entire experience should be used as a training lesson for your employees on how NOT to handle a customer service issue. The lack of communication, accountability, and basic follow-through has been absolutely unacceptable. The product isn't the problem. Your customer service is.