PotterybarnkidsReviews of potterybarnkids.com

Buyer beware. The negative reviews you find here are not unique, one-off experiences. I ordered an item that was delivered promptly within one week — except it was the wrong item from an entirely different department altogether. I was told a replacement would be sent immediately only to find out days later (while printing the return label for the incorrect item they asked me to send back), that my replacement item would not be shipped to me until they received back the merchandise they sent by mistake. Ok, I send the item back and ask for a refund/order cancelation. I’m told I can’t be refunded until the returned item is back in their facility! I wait. UPS confirms item is now delivered to their facility so I again ask for a refund/cancelation of original order. Sure, they say, expect a refund in 5-10 business days. I call AGAIN days later to confirm and am told my refund is in process. Four days after this last interaction, I receive an order confirmation — they are sending me the item I canceled. I have not been refunded. I initially thought this was a case a poor training on Customer Service’s end but it seems like they are very intentional and aware of their “mistakes”. Just read the rest of these reviews.

Absolutely terrible. Sent us wrong item, then when we returned it, charged us THIRTY dollars as a "restock" fee. If I had known there was a restock fee of half the value, I would've tried to sell the item on facebook marketplace or something

Pottery Barn Kids took 9 months to complete my crib order. There were defects in the first crib delivered, so it would help to make sure your wood is smooth and cannot cause splinters. Also, the White Glove service incorrectly set up my crib and used extra parts that we bought for conversion sets. Please assure that your products are assembled correctly and maybe the company could work to better ensure that their employees are well trained on assembly. Finally, the services were consistently delayed and service representatives were not customer-friendly.

Pottery Barn Kids seems to be locked in a ceaseless battle against efficiency and customer satisfaction. For starters, my order is slated to arrive a staggering three months later than initially promised. This isn't a minor delay, it's an absurdly long wait time that showcases a glaring lack of respect for customers' time and needs. Even the company's promised split shipping has turned into a farce, with an email confirmation that's worth about as much as the paper it isn't printed on. The cherry on this disaster sundae is their customer support: a ghost ship drifting in the sea of customer complaints without offering any tangible help. As of now, my recommendation for anyone considering Pottery Barn Kids is to seriously reconsider. Save yourself the disappointment and hassle.

I opted to purchase furniture from PB kids for my first nursery set up. I always assumed PB would be the best in terms of quality, service and styles so I selected pretty early on in my pregnancy the style furniture I wanted that was “In Stock” and ready to ship. Not only was my entire order weirdly postponed to now arrive AFTER my due date over 4 months later, but I was charged about 3 times by a customer care representative to change to another color that would show up with some time before my baby was due. They refuse to send furniture until the entire order has arrived at the warehouse yet the dresser in my order miraculously went missing in transit (mind you it claimed to be “ready to ship” on the website, that was 7 weeks ago). The rest that showed up looks good and seems to be decent quality but was it worth $$$$ in money? definitely not. Be very careful about ordering from PB kids when you’re working with a time constraint. I was told they’d look into a slight refund for messing this up so bad but so far nothing — I paid full price and a lot of frustration to just get a crib, dresser and chair when I can’t physically build one myself. Won’t order from here ever again.

I ordered a glide rocker and it was over 140lbs, they shipped it UPS and just placed it on the porch. SO Heavy that I will have to call a moving company to get it upstairs. I assumed it would be shipped in sections, it was but the base is the bulk of the weight, very difficult for a woman to carry upstairs. NO other options were offered or mentioned. Customer service did not offer any solutions either.

Ordered a wool rug October 2022. Rag has a strange chemical smell and it didn't go away even after putting outside to air (what was an act to drag it on the porch because it's so heavy). Additionally it still sheds. After having an accident on the rug and cleaning it professionally, the smell didn't go away. I suppose it's the backing of the rug what causes it. Called customer service, the answer is, I am sorry we can't do anything about it. This is the rug for kids room and is not cheep, how one can deliver this quality for kids items? Never again.

I just discovered a silver cup I ordered as a christening gift a year ago had never been delivered (though I was charged for the item). I called to get a refund, and was told I wouldn't be refunded! Obviously outrageous. I had to stay on the phone with customer service for about an hour, repeating many times that I would not accept that outcome, and ultimately they agreed "as a special exception" to re-order the cup. This is a year late, but at least my friend will have something!