PotterybarnkidsReviews of potterybarnkids.com

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.

Ordered kids bed and nightstand on October 7. After indicating items had shipped, it then changed to out of stock a few days later and they changed the delivery date. Then two days later I received the head and footboards to the bed but not the side rails or the slats that hold the mattress. There was no indication that the box was one of two, so I called there. First call the lady hung up on me because I didn’t have the order number readily available and I asked if she could look it up with my phone number. That was real nice. I called back and the second lady I got didn’t speak very good English and I admit I had an extremely hard time understanding her and kept saying sorry I didn’t catch that or sorry I don’t understand what you’re saying. She got very frustrated and said ahhhh rather deeply. I said don’t get upset with me because I’m not the one that can’t speak English. The only thing I could gain out of that conversation was two shipments. Out of frustration I thanked her, hung up, and called back a third time. Then I got Pedro and yes it is coming in two shipments but no idea when second one was coming. I WILL NEVER EVER EVER ORDER ANOTHER THING FROM THIS COMPANY. NEVER EVER EVER EVER. Extremely disappointing.

Bought 2 personalized blankets from Pottery Barn Kids website one for my niece's birthday and one for her sister so she's not left out. The secondary item was shipped on-time and I received notification. After a couple of days I noticed that the main item for the birthday girl has not shipped and I am flying out in a few days to meet them. I gave them a call. The rep said that there was a delay in processing the order so I cancelled it. What is horrifying is that there was no email communication to tell me about the delay and had I not noticed and followed up, I would end up with a non-refundable item after the fact. I had to scramble and spend half a day to find something else for the birthday girl last minute. So I called customer service to see if they can at least refund part of the $25 shipping fee they charged for both items. First the representative said that they need to talk to a supervisor and put me on a hold. After a few mins the rep said that there are no supervisors working that day and that she will look into this and email me with a resolution. All of that turned out to be a lie. I called back 4 days later and explained the situation to another rep. She put me on hold and phone seemed to disconnect. So I called back. After explaining the story the rep said that they are a small group of customer service reps and they do not have a supervisor. She said that they cannot refund shipping because they ship out of US and they have to pay shipping to Canada which is high. She put me on hold to check something, the hold music stopped after 5 mins or so and she disconnected the phone after a minute or 2. Similar to what had happened with the last rep. Overall, I will not recommend purchasing anything from their website. If anything goes wrong, you are at the whim of deceitful customer service with poor communication and apparently no supervisors to hold them to account. I gave 2 stars because the secondary item was shipped on-time.

The phone service was horrendous and when my product came to my house it arrived slightly broken!