PotterybarnkidsReviews of potterybarnkids.com

Just had the absolute worst experience with customer service at Pottery Barn kids. I placed an order October 14. The order was canceled by Pottery Barn. I did NOT receive notice of cancellation. The order should have been delivered this week, so I went to check the status and discovered it was canceled. I called customer service to find out why. At first, I was told fraud. I called the bank to inquire, especially since no notification from the bank of fraud. The bank stated no fraud has been noticed and there was a hold placed for the amount of purchase, but then never processed by pottery barn, so I called customer service back. During my conversation she informed me all the information was correct, so she suspects it was canceled due to them running out of stock. She did try to assist me to see if the items could be reordered but they’re not available and it could be months. I also searched on other sites and am unable to find the items. Then customer service said I would have to talk to collections to find out why it was canceled. They wouldn’t transfer me, but I would have to call. She gave me the number, so I called collections. The lady there stated she can’t help me, we would have to call the editing department. So, We called the editing department. All of our information on both billing and shipping was correct. Correct name, address, phone number all matched, so pottery barn canceled the order when it shouldn’t have been and without any explanation or notification. At this point, We asked to speak to a supervisor. The lady said we would have to call customer service back to speak to a supervisor. The person that answered the phone hung up after a supervisor was requested. We called again and were able to get a supervisor, but all she was absolutely no help and stated the items aren’t available so just go and order something else… Is she serious?! We ordered a specific item for a reason, if we were okay with something else we would’ve ordered that from the very beginning! Then she tells us we’ll call editing back and tell them to push it through?! Sooo, again I ask how can they push it through if it’s not available. Her answer again was well that’s why I’m telling you to order something else. After hours spent on the phone and a whole day wasted, I still don’t know why my order was canceled and I still can’t get the items I ordered. This is my first baby, and I need the car seat. This is one of the most important purchases for a baby. I will no longer do business with pottery barn or any affiliates.

I've had an amazing experience with PotteryBarn Kids. I purchased a floor lamp with glass shades from them and accidentally shuttered one of the shades myself a couple of months later. I wrote to the customer support asking if I could purchase these shades, but they instead sent me a set of shades for free, knowing it was my fault. If I can count on them standing behind their products to that extent I'll keep buying from them for sure. Thanks PotteryBarn, great job!

We had ordered a crib from PB Kids in May of 2021. It said it would be delivered in July. It kept getting back ordered for an additional month every time the delivery date had passed. Once it said the delivery date was back ordered til past our due date (which is the end of October 2021) we decided to purchase a crib in store that was in stock. It was very similar and we ended up paying about the same amount. The reps in store told us we could easily cancel our online order for our original crib and the money would be refunded to our credit card. The first time I called customer service to cancel our original order, they told me I couldn’t because the order had already been processed in the warehouse and was preparing to ship (which it had said for months). I decided to try again a different day, this customer service rep told me I could cancel the order and my money would be refunded to our credit card. I waited 3 weeks and still saw no refund. I called again and asked if the refund was issued, and they said it has not been issued and that they could only give me store merchandise credit! After I explained that we purchased a different crib from PB in store and that I would not accept store credit, she agreed to refund the money to my credit card. Still waiting for the refund. Terrible experience, and I’m still hesitant that I will never receive my money back and that I’ll end up paying double for a crib.

If I could give 0 stars I would. Horrible customer service and employees who do not know the company return policy. I was told on two different occasions that I would get a credit card refund for a broken chair I purchased. When I called today the manager told me only a store credit can be issued. The manager was no help and when I asked to speak with her boss she told me she can't give me that information because it is private. I understand the chair was purchased last year, but when two employees tell me I will get a credit card refund I expect to get a credit card refund. This was an error made by Pottery Barn, but the employees have zero accountability.

We’ve had terrible customer service with Pottery Barn Kids UK. We placed an order on 18 August for a cot bed and matching dresser/topper combo. We received confirmation of delivery of our items but we’re then told on 4 Sept that the dresser set was out of stock and that they expected back in stock “shortly”. We emailed without a response and so called the helpline who informed us the only out of stock item was the topper for the dresser (purchased as a bundle) and that this would be back in stock on 15 Sept. We agreed to wait till then but in the meantime, received a separate email telling us we wouldn’t receive the item till 14 October. I immediately called the team again and requested that the bundle be split, the dresser arrive now and the topper be sent in October. They had to check with their support team on this and would confirm in 1 hour. An email was received saying it would not be 1 hour but actually a few days to get a response from the UK support team. A few days went by and I called again. I was then informed that the process was actually 5 days to hear from the UK support team. 5 days came and went, I called again and asked to speak to a manager. The team lead was “on break” and would call me back. No one called back. Two days later I called again and was told that there was no team lead, that their escalation process was to email a manager and expect a response in 24 - 48 hours! I am still waiting for conformation from the UK support team or a manager on what can be done with this order. Our baby is due in 2 weeks time and we really wanted this piece of furniture in place by then so we have somewhere to change him. I am so disappointed with this service and at no point has anyone offered an apology or an acknowledgment of fault.

Do not buy anything from Pottery Barn Kids, if you wish to actually receive your order. I purchased multiple items over 25 days ago and have not received any products or shipping information. They will not refund the money and can not confirm when the items will be sent. The customer service representatives are rude and have refused to confirm a date the items will be sent or a refund.

I couldn't go for my dear friends baby shower because of covid risk so I thought of making up for it by gifting her a pottery barn kids gift card. Ordered it Aug 16, and four customer service calls and a facebook messenger complaint later, I still don't know where that darn gift card is! No one in the company knows! Apparently they have no way to track the gift card which was sent through USPS. What, are we living in stone age?? Beyond frustrated with this experience. They've permanently lost my business.

They suck. Order and delivery disaster with no refund. Customer NO service. Don’t waste your money and buy somewhere else. This is why I choose Amazon. They are always accommodating, ship on time, deliver on time and if there is an issue they help. Pottery Barn Kids does not.