PotterybarnkidsReviews of potterybarnkids.com

Worst customer service I have ever had to deal with. Multiple problems with my order and after contacting customer service multiple times, the problems were still not fully resolved. They ended up offering me some compensation but the money I received back was less than what they told me.

1st time mom here. Ordered a glider I thought I’d LOVE almost 7 months ago! I’m 39wks pregnant and still have NO glider!! I’ve taken off work twice to wait for the delivery because it was supposed to arrive that day, and both times it “wasn’t on the truck”. I’m so disappointed and stressed about not having a glider for my nursery and my son will be here any day! Pottery Barn won’t offer me any solution or talk about compensation “ until it arrives” 😭

I had purchased the mini rack shelves which was advertised for two items yet only received one. I emailed customer service and never received a response so called a week later to follow up. I spoke with someone in the customer service team who had confirmed with me how the wording on the product page looked as if they were selling two shelves instead of one. She had said to me that she would get back to me within 24 hours via email or phone call yet this never happened. I then follow up with another call to the customer service team to discuss this and discovered that instead of dealing with my matter, the team member had contacted the companies copywriter to fix the issue on your site to the “correct” terminology advertising for one shelf. This is utterly deceiving and extremely poor customer service. I have since emailed two more times yet still have not received a response. It’s the worst customer service I have ever experienced and will never purchase from this company again.

I purchased a princess backpack, lunch box & princess quilt for my granddaughter, in March & gave them to her for Easter in April. She used the backpack for 2months . I noticed the backpack was ripped at the seam & the material was frayed. I took the backpack back to the store in the Riverside Mall in Hackensack, NJ & was told there was nothing they could do. I asked who made them & was told Pottery Barn. Because I was complaining & there were customers in the store one of the sales personal told me to be quiet. When I asked for her name she walked away & none of the personal would give me her name. I also called the corporate office & was told there was nothing they could do. Needless to say I will never buy another product from Pottery Barn Kids. I gave them one star but they deserve no stars

They literally run your credit card several times a week, every week…for months at their leisure to “check and see if funds are still available” for consistently postponed deliveries. They literally tamper with your bank account CONSTANTLY. I’ve noticed if you pay via Capital One…Capital One will block the multiple authorizations but if you pay via your account…they run your card and constantly issue transactions on your account for whatever amount they can capture, however many times they please…without consent or informing you of their planned attempt…then tell you if you don’t allow them to systematically run it at leisure for items that are back ordered (which they don’t disclose up front) with no anticipated arrival date, then they’ll cancel your order after they’re no longer allowed to deduct and redeposit at will and the customer service agents are absolutely rude and trash. So my card is now locked and my bank will issue a indefinite stop payment for Pottery Barn. Nooooow they want to send emails because they are no longer allowed to play in my account at will and they STILL have no delivery date in sight.

PBK customer service has gone down hill fast and is near non-existent. It used to be helpful and now customers are waiting on hold 30-60 minutes when calling, emails take about a week for a response. I'm promised calls back that never happen. People assure me an issue has been resolved, but it is not. Issues take multiple calls and emails and massive inconvenience to customers. I've been sent the wrong item, twice now. Each time they ask me to return before they attempt to ship the right one. Now they are saying I have to pay an increased price to have the correct item shipped, based on today. Terrible business practice. I used to love PBK for my family and gifting to friends, but you've lost a customer now after repeatedly bad customer service and multiple chances for PBK team to get it right-- including supervisors that I had to wait almost 40 minutes to speak to.

I have been a customer of pottery barn kids for over 7 years since I had grandkids and I have their credit card. I ordered a football backpack monogrammed and now twice no initials. Their customer services sucks they want me to send backpack back and try again. Nope my 5 year old starting kindergarten in 5 days is not going to school without his backpack since his thermos and lunchbox matches.

Worst customer service experience ever. pbk does not care to keep loyal customers . I will not be buying from pbk ( or their affiliates) again. I recently purchased the nursery glider and realized i should have also purchased the ottoman to go with it. I called customer service, and she said it was too late to add to the order, and too late to cancel and reorder both together (even though the furniture was 3 plus months away from being delivered and my credit card had not yet been charged?! Customer service said i would be charged 2 shipping fees, but that it shouldn't be a problem to call back and get a one time "customer appeasement " as it was, " just an ottoman", and both were being delivered to the same address for delivery at the same time. She also said she would put a note in the computer. Trusting, i could get the 2nd shipping fee waived, i ordered the ottoman , though the additional $149 shipping fee for the ottoman on sale for $230 was excessive. When i called back after both had been delivered (same truck same time) re getting one of the shipping charges removed, the customer service woman was extremely rude and argumentative, said , " we don't do that " and that she did not see a note in the computer. I requested to speak to a supervisor,and after having being placed on hold for one hour!with no manager ever coming to the phone, I finally hung up I was lied to, just so pbk could get double shipping fees. There is a reason,their website does not allow customer reviews anymore.I think they are an unethical company. My takeaway is- Buy from anywhere else,Crate Kids, Buy Buy Baby, Target, Amazon. It's just not worth it.