PotterybarnkidsReviews of potterybarnkids.com

Horrible horrible experience! I ordered a loft bed with white glove assembly. Couple years later we were moving and when we disassembled the bed, all the pegs that were supposed to be holding the rail were BROKEN! I got lucky that my daughter didn’t get injured! I was then stupid enough to buy another bed from them. This time - it’s delayed by a MONTH! Waiting for an imaginary part that doesn’t exist! And I can’t get bed or my money back so I can buy another bed! This is a disaster!!!!! I’m NEVER BUYING from PBK again and I implore you not to! It’s the worst experience I’ve ever had with any furniture companies! UPDATE: PBK eventually refunded the fee.

Cancelled my order due to a price error but never refunded me.

I ordered a personalized stocking on Nov. 13. Well in advance to get early enough for my grandsons first Christmas. Originally estimated delivery was Dec. 3 well the updated estimated delivery is now Dec. 21… extremely disappointed!!! Customer service does nothing to help. Basically your beat!!! I will never order from pottery barn kids again.

Probably the worst customer service I’ve ever experienced. I would never buy from them again, which is a shame as the product is nice. I ordered a desk and hutch for my son, paid for delivery and assembly. When it arrived and the guys were assembling it, they found 3 different pieces that were cracked and it had to be sent back. The order was cancelled and a new order placed by customer service, who spoke to me like a robot and didn’t even really apologise. Waited a couple of weeks for the new one to arrive (they said they couldn’t prioritise the order even though it was their mistake), and when it came, the delivery guys said they hadn’t been booked to assemble it. So the customer service person has forgotten to book that in, even though I had paid for it. Rang customer service again - same robotic person on the other end of the phone - who didn’t apologise at all. They have only refunded me £20 of a £100 delivery and assembly fee and say they won’t refund anymore! After all that! What a joke. I’ll never use them again.

Absolutely horrible customer service no matter who you speak with and no matter what role they are in. I placed my first ever order at Pottery Barn Kids. The few times I called in, each representative answered like he/she was either mad at the world or like he/she just woke up. I called in for a price adjustment and was told by one rep that they cannot adjust prices after it’s been shipped. Therefore, they would give me a merchandise gift card for the difference. She transferred me to the other rep that would handle those situations and that rep said they do not do that. I spoke to a supervisor and she told me there was nothing she could do for me even if I was misinformed. I will never give business to pottery barn kids, pottery barn nor west elm (apparently they are all under the same umbrella).

Ordered bedroom set in early August. Despite "estimated" delivery in 2-3 weeks (Aug 21-28), they just kept pushing back the date for weeks on end. Finally partially delivered a month late, late Sept. Night stand was cracked and footboard was unpainted. Replacement requested from delivery team, assured replacement would be placed. Days later, nothing happened. Contacted customer service who claimed no record of any problem, but put in a replacement order, "expected" delivery in mid-October. Now it is November, still haven't received footboard or nightstand and their web site won't even display an estimated delivery time. Summary: Order placed three *months* ago is still not delivered with no hope of delivery.

I purchased an item (almost $200) that broke within 1 day of use. Returned it per PBKs instructions and over a month later still don't have my money back. They claim they've refunded it but can't and won't prove it. I've asked for a refund receipt, date and time of transaction all to no avail. I paid with PayPal and finally just filed a dispute as I have no other options and I've called at least 5 times and typically get outsourced which is a whole other problem!

Awful experience!!! Do not order anything online from potterybarnkids! I had to cancel my order after 1 month of getting wrong and mixed information with so much frustration! Yet they fail to even give back my money! Worst online order experience ever! Very disappointed!