PotterybarnkidsReviews of potterybarnkids.com

Awful company. Completely misleading - I ordered a crib in March which said it was in stock. We have a baby due early July so that seemed like plenty of time. After series of delays we keep getting told ‘our item is waiting to be released for shipment’ but then never hear any further developments. It is mid June and we still haven’t got the crib mattress. These actions are misleading the customer on purpose and should be completely illegal. I will never buy anything from here again.

I ordered nursey furniture back when I found out I was expecting (July 2021). As I'm writing this, I am still waiting on two items, one being the crib, and there doesn't seem to be an end in sight. I'm sure my son will outgrow the crib by the time we receive it. Every time I call, I get the run around. "Its backordered, but we should be receiving a shipment this month" Month goes by, crickets, so I call again and get the same lousy response. Some even promise to call me back and I never hear back. Really want to just cancel and take my money elsewhere, but reading reviews on how people get shafted on getting their money back makes me think otherwise. Shame on you, Pottery Barn. Don't label your stuff as "high end" and treat your customers poorly!!

Hell. If I had to sun it up in one word, it’s definitely HELL. I’m still trying to get a refund on a rug shipped back after months of waiting, the incorrect rug arriving, refusal to cancel the replacement rug, weekly calls with assurances of cancellation, then the rug arrives 5 months later and I return and don’t think they will ever refund me. I hate them with every fiber of my being.

I placed an order at approximately 10pm on Saturday evening of Easter weekend. As of 5AM Sunday (Easter) morning, I noticed that the item, a highchair, had been placed on sale for $50 off – the highchair was also on sale through other stores as of Sunday morning. I attempted to cancel my order first thing Sunday morning, but Pottery Barn requires that you talk to Customer Service in order to cancel an online order. Since customer service is not available on weekends, I called first thing Monday morning. After sitting on hold with a customer service representative for almost 45 minutes while they tried to get a hold of a supervisor, it was decided that they would not honor the price reduction of $50 – nor could they cancel the order because it was already in fulfillment (even though the delivery date provided at the time of order Saturday night was over two weeks out). I was also told that I would have to pay shipping fees to return the item unless it arrived defective, which undoubtedly would eliminate any savings from the original vs sale price. I can understand not wanting to honor the sale price, but it is just frustrating that there is no way to cancel an online order without talking to a customer service representative, which is closed on the weekends.

I should have listened to my gut after reading so many reviews and not ordered, but here we are. This is the one and only time I have ordered from this company, and it will be the last. The inefficiency of the shipping and tracking system is the biggest complaint. The supply chain is an issue, but many other companies have worked around this issue, and have made it right for the end customer. Pottery Barn Kids charges a lot for their products, and when paying this kind of money, I expect top notch customer service and experiences. I ordered directly from the Leawood, KS location and was told this would be better than ordering straight from the website, as they would act as my customer service. I have had my single item order delayed and when I call, no one can give me a straight answer. Different systems show different tracking information, and none of them have a clue where my item is. Again, I say this to the entire Pottery Barn Kids company and the top executives, DO NOT PRICE YOUR ITEMS THIS HIGH AND DELIVER POOR CUSTOMER SERVICE. It will come back full circle. Figure your shipping, customer service, tracking, and overall operations in general out. Customers should never be last in the equation.

Horrible Company, Customer Service, and Employees. Everyone associated with this Outfit needs to be RETRAINED and a New CEO. Absolute Horrible Company in Every Way.. Period The End!

This company is pathetic! I just tried to return an item and they told me it was “final sale” and could not be returned! Where was this mentioned when purchased? No where! I am hearing about this for the FIRST time that this was final sale. I would have NEVER bought this blanket had I known! If your company has a ridiculous no return policy on certain items then there needs to be a warning that comes up when purchasing somewhere. I do not remember seeing “final sale” on this item, nor was it explained what that even means! I should not have been able to completely miss this important detail. Now I have an poor quality uncomfortable expensive blanket that NO ONE wants! No wonder the store closed near me, I will never buy from this company again.

WILL NEVER PURCHASE FROM THEM AGAIN If I could give you less star rating I would. Unfortunately it doesn't let me leave anything less than 1 I ordered items in early November. I received one of my four items in late January, after making numerous phone calls. Received 2 other items four weeks later. Rang about the last item was told that it had been shipped and would be delivered by 7 March. Three weeks later no item, made another phone call only to be told that the item hadn't been shipped and the operator couldn't tell me why I was told that it had. I then told the operator if the item is not received within 48 hours I would be contacting Department of Fair Trading. Explaining that this was the first time I had ever ordered from them and will NEVER purchase another item from them. This company is disgusting with the excuses ranging from moving warehouses to pandemic to "wondering what is going on with the order hmmmm, let me send a email to the department". After reading some of these other reviews, I am lucky I received my items. I wish I had read these reviews prior to placing my order.