PotterybarnkidsReviews of potterybarnkids.com

never got our order!

BEWARE BEWARE BEWARE I am BEYOND outraged with Pottery Barn Kids Lynnfield AND corporate!!! If you are thinking of ordering your baby’s furniture from here, please take a moment to read my story and look elsewhere for your own sanity. I will do my best to keep this HORRIBLE experience as brief as I can. My husband and I ordered our baby’s furniture, The Larkin Collection, back in mid MARCH and paid in full. I was 10 weeks pregnant. We are STILL TO THIS DAY waiting on our furniture and my baby is over 2 MONTHS OLD!!!! The Backstory: We were initially told our furniture would be delivered in mid June. We lived in Portsmouth, New Hampshire at the time and that was perfect timing for us to get his room cleared out and ready. My husband found out in June he was getting transferred for his work to North Carolina in mid August. We immediately called Pottery Barn Kids Lynnfield to inform them of the move and they said they could deliver the crib and the rest (dresser with changing table top, the nursing glider/recliner, nightstand & conversion kit) could be redirected from the Boston hub to the Hickory, North Carolina hub as it had not left the warehouse in Wisconsin yet. Closer to the due date with no word of our furniture delivery we contacted the company to find out what was going on and found out Pottery Barn Kids in Lynnfield put a note in their system about our move but never updated our address to actually reroute the furniture. For months we have been in contact with NUMEROUS people at Pottery Barn customer service/shipping/etc. with NO resolution as to when we will receive our furniture. For the last 10 weeks I have had to pace around my house bouncing my baby to sleep day and night while recovering from a c-section and having tendinitis!! We have to use our crib upstairs (the only item we have) as the upstairs changing table because we need the pack n play downstairs during the day for naps and diaper changes. Apparently, our furniture has been sitting in storage in the Boston hub for who knows how long. The last person we were in contact with said our order in their system is a mess with notes everywhere and was hard to follow. SO WHEN WILL WE GET OUR FURNITURE?!?!?! We STILL don’t know. At 3:30am this morning while I was pacing bouncing my baby back to sleep after a feeding, miserably tired and sobbing in anger and frustration that I cannot sit comfortably and rock him back to sleep in my nursing glider that is just sitting in storage in Boston is BEYOND maddening. So in my exhausted and furious state this morning I decided it’s time to share my story to warn other expecting parents of the complete disconnect and lack of care Pottery Barn Kids has for YOU as a customer!! There is so much more to this story, including being charged for two crib mattresses instead of one, who would ever need two?!?…. If anyone from PB cares at all to help us you can contact PBK in Durham, NC as they are the only people in the company that seem to try and help us, but unfortunately it is a shipping/customer service issue and is beyond their control. I truly wish I read reviews before ordering. This company takes your money, deceives their customers regarding delivery dates (another issue: back order that pushed our original delivery date) which I specifically asked the manager if there were any shipping issues and she stated they are no longer experiencing delays, that was only during Covid… they have taken what should have been a wonderful bonding experience with my first born child and made it a frustrating and honestly physically painful experience. SHAME ON YOU Pottery Barn Kids for ruining what should have been one of the best experiences of my life!!!!

I’m not one to complain or write a bad review but I have to with this one. I purchased a blanket back in June when I was expecting my daughter (September) since using this the blanket has frayed and the stitching has come away (7 weeks of use ! )I contacted the company to see if there’s was anything that could be done. Well the response to this was absolutely shocking to sum up the email there’s nothing they can do. As a company that like to put a hefty price tag on their products you’d expect a better customer care and quality of product. No offers of a repair ,refund , replacement or part refund they also don’t offer any guarantees or warranty’s. I will certainly not be using this company again and il be telling friends and family to avoid !!

I will never order again, I used to buy a lot from them, bags packs, luggage, comforter, ect. I order a personalized small bag pack for my son and they send me the mini. It was impossible that I did order the mini, when he all ready had the mini and I order small size bc it’s too small the mini. They asked to returned back and after I did they never put my money back. They say they did and never did. When I call they told me “we send you what you order” but I am sure I did it right. So I ended with no bag pack and no money back. The worse ever. To be a huge company they need to work more on they customer service. I will start to order from another company

THEY HAVE CANCELLED AN ORDER TWICE WITH NOT EVEN LET IT ME KNOW. SO PISSED…..I only got a confirmation number. Isn’t this ridiculous? And they show this same items as Available in the freaking website. Not ordering EVER AGAIN. going to Crate & Barrel from now on…

I should have read the reviews first. Although I have had different experience to those below. Ordered a quilt for my son’s bed but found a better alternative within hours. I emailed customer services 2 hours after purchase and called them the following morning, but they claimed to have already processed my order and could not cancel it (ironic given the reviews below). I then received the quilt a few days later (shipped from a UK address) and started along the long road of trying to return it. I received an email with authorisation to return and a request to return to an address in Australia (I am in the UK)! Return postage has to be paid for by customer! I emailed customer services and asked for a UK return address - no reply. I therefore returned the parcel to the UK address in the return authorisation but they asked the courier to return the parcel to sender 5 days later. Returning the quilt to Australia will cost me half the value of the quilt (around £30!)

Don’t use your credit card to order online at Potterybarnkids.ca. My daughters card/account was hacked 6 months ago. This morning I mistakenly used my credit card instead of PayPal to order kids sheets. At 3 pm today I received an email notification from our bank letting me know that $11,000.00 was charged to an e-bike company today. Their online order site is NOT secure, don’t use it!

PBK has the worst customer service I have ever experienced. It is criminal, frankly. The way they speak to and treat customers is disgusting. I spoke with Holly today for over an hour, with no resolution, and she was extremely rude. Her comment was "I'm sorry you think I'm rude." Really helpful and sincere, Holly! They made an error with an item I was sent, I returned it, and in turn they charged me a restocking fee and a huge shipping fee on the item. I'm still holding for the next issue 1.5 hours later for a supervisor. And I ordered a bed 6 months ago for my 3 year old, still haven't been contacted for shipping, but I've paid for it! They had no problem expecting full payment immediately months ago, before a delivery has even been scheduled.