PotterybarnkidsReviews of potterybarnkids.com

If I could give them less stars I would. This is the worst experience with customer service I have ever had. We ordered our crib and baby dresser in May. Our baby was due in October and they said it would come in august. We took the day off of work for when it was scheduled to be delivered and the day before they send us a notification it won’t come until March of the next year! Customer service keeps passing us around and telling us there is nothing they can do. DO NOT ORDER FROM THEM

Horrible/ poor quality of backpack for the value we pay. They have worst customer service representatives, extremely rude on phone call. Absolutely do not recommend Pottery barn to anyone and will never shop here again. Orders always arrive late. Quality of backpack and lunch bag is poor, stitching came off on day 1 itself.

I ordered a crib in May. First estimated delivery was beginning July, then end of July, August and now end of September. By the time we receive this crib, the baby will probably be a toddler. Customer service doesn't give any information. Will never order again!

I ordered a a backpack for my daughter on July 6. Plenty of time before school started, right? Nope. My daughter started school 2 weeks ago and still no backpack. I keep getting emails pushing back the delivery date- now it’s September 8. I called customer service and the lady knew nothing and didn’t care. She just kept reading from her computer screen and I said “yeah that’s what my email says…” nothing. Worst company ever!

Like other reviewers, I ordered back to school items for my kids because delivery estimates on the site indicated they'd arrive before school started. It's been 2 weeks since I placed my order, the first day of school came and passed, and my items STILL say "preparing to ship" when I check order status. Called and emailed their CS who replied that it's "preparing to ship" (thanks, but I can also see that for myself, which is why I contacted you in the first place), she sent a request to their fulfillment center and said I should expect shipment in 2-3 days. That was 5 days ago. Still no products. If I had to guess, they likely oversold the items and/or their DCs can't keep up with the demand. If that's the case, why would you set customer expectations on the site with a bogus delivery date and then not notify them when you can't meet that expectation? I'm sure other parents, like myself, ended up having to look for alternative solutions at the last minute. How extremely frustrating it is to be paying so much for these products and then have to deal with such a horrible experience. Supply chain needs an overhaul, communication needs to be more proactive, and the website needs to better set REALISTIC expectations. If something's backordered, say so upfront so people don't place orders due to incorrect info. If you set a delivery date, meet it. And if there is an unexpected delay, tell your customers so they don't have to reach out to you, receive canned responses, and leave scathing reviews!

I bought a backpack and lunchbox for my daughters school year. When I ordered, it said delivery August 14-16, which worked out well, so I placed my order knowing it would arrive before school started. School starts August 18, still nothing from pottery barn kids. I tracked my package, it had no info. I checked in with customer service, no response. I tried customer service the next day, 2nd request, and they told me it would be there that day. It still didnt show up. Next day rolls around, still nothing, so I contact customer service AGAIN, with no answer. Their customer service is TERRIBLE and my daughter still doesnt have her backpack and lunchbox, so I had to purchase other ones for school. Moral of the story: SHOP ELSEWHERE, POTTERY BARN DOES NOT CARE!!

Awful company! Brought a cot bundle when it arrived only received half the bundle, phoned customer service (on the phone for over 90mins) one minute we were right we did order the bundle and are owed the other half, then we didn't order it when it says we did on our order summery and accused us of lying! Tried writing to customer service and no help either. We were told to take a picture of what we have ordered. Also found out that the prices are different in their website to ours by £20 as well as the cost of delivery. Awful company will never use again

All I can say is, “How the mighty have fallen.” I had an issue with an order in the past and they were amazing about fixing it, so I gave them the benefit of the doubt. I needed to return an item that arrived damaged. It had been on back order so it had taken a long time to arrive. I waited for a while and never got any kind of correspondence, so I called them. They said information was “missing” on my return (I had sent back the item and the paperwork they told me to print, so not sure what could have been missing). The rep told me she had added the information and I would receive it by April 8th. April 8th rolled around and I didn’t receive it. I called back and was told they didn’t see anything about it being sent but that they were “sure” I had been told the truth and to call back on the 16th if I hadn’t received it. I called back because it still didn’t come and was told that they hadn’t sent it; instead, they had sent an unmarked Pottery Barn gift card to replace it. That got trashed as junk mail, presumably, because no one told me that would be coming. The rep apologized and said she was going to make it right. She voided the gift card and said she was overnighting me a replacement for my item. Surprise, surprise- another lie. I waited several days and called back. Finally a rep admitted none of what I had been told was true. No one had overnighted me anything. They DID void the gift card and claimed that they refunded my money on PayPal, but I still haven’t received that, either. So they have my money, I have no clock, no gift card, and no refund. My next stop will be the BBB, but I feel like it’s important for people online to be aware of what they’ve become. Literally everyone I talked to told me one falsehood after another, just to keep me happy while I was on the phone. They have permanently lost my business and I hope you won’t give them your business, either. All they had to do was tell me the truth and refunded my money from the beginning and I would have just chalked it up to bad luck. This is inexcusable and purposeful and I am really disappointed in what they’ve apparently become.