PotterybarnkidsReviews of potterybarnkids.com

I purchased a bed for my kids from Pottery Barn, and after moving houses, I unfortunately lost the hardware set needed to reassemble it. I visited three different Pottery Barn branches in Dubai, trying to request the hardware set to fix the bed. However, the customer service has been non-existent—no follow-up, no assistance, nothing. It’s been four months, and the bed remains useless. This has been a deeply frustrating experience, and I regret buying from this brand. I strongly advise anyone purchasing furniture to thoroughly check the after-sales service, as my experience with Pottery Barn has been a big disappointment.

I would give zero stars if I could. I recently purchased a kids bed and mattress. I had to cancel and re-order for another size bed and mattress. Pottery Barn Kids refused to credit back the original full purchase, claiming I would be responsible for processing fees of $279, even if I never received the items. I’m very disappointed in this company and would not recommend to anyone.

A whole nursery order (cot, mattress, changing table, mirror) not delivered on time (delivered more than 24 hours later the next day in the evening without any warning) and left without assembly even though we paid for assembly! Left with a bunch of boxes and a mess in the house. No email address to complain as they all bounce back. Contact number goes to an international call centre where they are unable to help. Had to send an email to 'West Elm' - looks like Pottery Barn have decided to destroy their brand by aligning with the best of british incompetence - Wincanton as their logistics delivery and West Elm. Avoid like the plague. Pottery Barn UK is NOTHING like Pottery Barn USA.

Sadly, I will never purchase from Pottery Barn again. I have spent thousands upon thousands of dollars with this company furnishing two homes and typically love their products. Unfortunately they have the ABSOLUTE WORST customer service of any furniture store I have ever received. I purchased a dresser for my sons nursery that took much much longer to arrive than expected. Once received it came in damaged, looked like it was dropped on one side. The dowels that attach the side of the dress to the drawers were loose. And several scratches on the dresser. The best they could offer me was 10% off a $1499 dresser that was damaged. (Even though they put these items in their outlet and mark them down at least 40%)... When I told them on the phone I would keep the dresser and my husband would try to fix but I was not satisfied with that discount they assured me someone (manager/supervisor) would be in touch THAT DAY to discuss with me what they could do because they were not in the office yet. After waiting and receiving no call I called back to which I was told they were so sorry this happened and they would absolutely do something for me. Once given the run around multiple times to multiple people nothing was resolved and they were going to "call me again". STILL NO CALL, and now there are screws falling out of the dresser on the side that was damaged. I was willing to accept a GIFT CARD just to spend it back at their store but I was continually told there was NOTHING ELSE THEY WOULD DO FOR ME. Because I accepted the "10% discount", which I did not. I said I would keep the dresser but wait for someone to call me back. After many many phone calls and frustration they were still unwilling to do anything even though I have spent thousands upon thousands of dollars with this company and never returned anything. What a poor way of showing that you care about your customers. I will unfortunately not be purchasing from them again and am so beyond disappointed in the way the situation was handled. They are a BIG CORPORATION THAT DOES NOT CARE ABOUT THE CUSTOMERS THAT KEEP THEM IN BUSINESS. SOOOOO SAD.

Worse purchase ever. I ordered a wicker basket and was overly charged f

I can’t tell you how awful and frustrating this company is. I was told one thing only to have the complete opposite happen again. Please do not support this company- I never will again

I hope I can post a photo of what they sent on Trustpilot. I ordered a chair and slipcover for a toddler as a gift and immediately after, I went on their chat and asked if the child’s name was included to be embroidered in the chair cover. I was told it did not go through in my order. I asked if it could be added. He said no. I told him I would like to cancel the entire order and I figured I’d do it another time. But something in me said— call them and make sure he canceled the order. I called and the woman I spoke to confirmed- your order has been canceled. Days later over a group chat, the person I was going to send the chair to mentions that “she got something from Pottery Barn Kids, but it’s just foam. I don’t know who it’s from!” Lo and behold, they sent the INSIDE of the chair- the foam. I looked at my numbers and realized I had NOT been refunded. Two long long long painful phone calls to resolve the issue- where I was accused of only canceling the chair cover, and me telling them to pull up the transcript for the first time I cancelled the entire order and listen to the recording of when I called and confirmed the order had been cancelled, when in fact it was not! Very aggravating, ordeal. This company is not customer service oriented. Finally for all my trouble a manager offered to gift the recipient of the chair she now possessed with a chair cover. She notified me today that she received what appears to be a cover that’s three sizes too large and missing straps of some sort! Now I have to get on the phone AGAIN?? Unbelievable. Update: I’ll take a leap of faith and say that the issue is in the process of being resolved. Until I’m refunded this post will remain here.

Dear Pottery Barn Kids Customer Service, I hope this email finds you well. I am writing to express my deep disappointment and frustration with the treatment I received during my recent interaction with one of your representatives, Amy Eckart. I believe it is crucial to bring this matter to your attention in order to address the issues I encountered and seek a resolution. To provide some background, I had initially purchased a backpack and lunchbox from Pottery Barn Kids, which unfortunately had stitching issues. I promptly returned the items and received a replacement today. However, upon unzipping the backpack and lunchbox, I discovered that the stitching was still incomplete, and there were numerous flaws, including the presence of the original stitching pad inside the lunchbox. When I contacted Amy to discuss these issues, her response was extremely rude and dismissive. She mentioned that the problems had already been noted and questioned if there was anything else she needed to address. Her tone was condescending, and she even insinuated that I was attempting to take advantage of the situation, despite the fact that I had already received a minimal refund of $3 for the initial issues. When I inquired about her hostility, Amy became even more disrespectful and claimed that she was simply annoyed with the Pottery Barn Kids system. To my dismay, she refused to escalate the matter to a manager and asserted that she had full control over the situation. Moreover, when I requested her full name, she declined to provide it and deliberately sent an email to my old address, despite my clear communication of my current email address I am reaching out to you with the hope that you can assist me in resolving this matter promptly. As a concerned parent, I urgently require a backpack and lunchbox for my son, who will be starting kindergarten soon. Additionally, I kindly request that you review the recorded phone call from approximately 16 minutes ago to gain a better understanding of the unprofessional conduct exhibited by Amy. Furthermore, I would appreciate it if you could arrange for a conversation between myself and either the CEO or a manager who can address this issue appropriately. It is imperative that this incident is not only acknowledged but also used as an opportunity to improve the customer service experience within your organization. Thank you for your attention to this matter. I eagerly anticipate your prompt response and a satisfactory resolution. Please feel free to contact me at your earliest convenience at Please do not have AMY contact me ever again Sincerely, Courtney Whitman