PotterybarnkidsReviews of potterybarnkids.com

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

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.

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.

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!!