PotterybarnkidsReviews of potterybarnkids.com

I wish I could give a negative number. I worked for this chain for years and so ashamed with how this company treats their mess ups, and thinks that’s a 20 percent discount and free shipping after waiting going on nine months for a personalized anywhere chair that had been promised to me countless times. Which I still have not received. Shipped to the store 3 times incorrectly, countless phone calls and emails since December 2025. It is now July 10th 2026 and no slipcover. Upper management doesn’t take accountability for their horrible systems. This is not the company they used to be which explains their low rating. This will be my last order from them. Marlene in customer service could care less about the time and energy I have put into getting something that was bought and paid for on Black Friday. Do not shop because they do NOT care about customer satisfaction whatsoever. Hopefully this brand is not long for the retail world.

Potterybarnkids likes to “offer” sales on Lilly Pulitzer bedding. However, the sale might only be for king size not the twin or queen. They do this alot blasting your email with sale sale yet only one style or size is discounted. Now, I am receiving emails on lilly prints in bedding and again you go to the site, not available. How misleading can you be? Horrible pr and false advertising. Called cust service and of course could have cared less about their “fake” sales. Would not work with me. Love Lilly Pulitzer but PotteryBarn shame on you.

I wish I had looked at the reviews on this website before I purchased a pretty pricy chair for my granddaughter. She's 2 and going through a pretty hard transition right now; I thought I would buy her something of her own. When I received the chair, I made the mistake of not opening it immediately because I was thinking this is a reputable company and a higher end purchase. When I did open it, I was very disappointed to find stains on the fabric. My fault the chair couldn't be returned, and I just wanted to write a review on their website, so I called to ask how. Believe me they don't want you to know. I didn't ask for a replacement but was offered a cover replacement, to my surprise. All I had to do is take pictures of the defect and email them to an agent. Called the next day and did that only to find out the original agent lied about telling me I could get a cover replacement and some other things. Second call I got a very emotional agent on the line that told me her life story and could not lose her job even though all I ask for was again, how do I write a review. Needless to say, I was kept on hold for 38 mins because she wanted to escalate the call (I think she was trying to get rid of me.) I was nothing but patience and kind and definitely didn't ask for anything. Beware! I will never order from them again.

Given the high prices and good brand clout of its sister company Pottery Barn, you would think your experience would be better. It’s not. I spent the equivalent of over a month’s mortgage on a bedroom set. My estimated order date kept getting pushed back by weeks and months. Customer service is non-existent. Calling the 800 number results in an error message. The chat bot, when it tries to link you to an actual agent, responds that none are available and to try again later. Literally there is not a soul to be found in the customer service department - good luck even trying to get a refund. No one’s home. My daughter has been living out of boxes and a mattress on the floor for a month. AVOID THIS COMPANY

I ordered my toddler a quilt for her bed. I then attempted to order curtains to coordinate, but wanted to make sure I was ordering the correct color since the colors online are hard to tell. They set me up with a “design consultant” who was scheduled to call me at a certain time/day. She was late calling, no big deal. She then stated she would hang up with me and go look at the actual curtains they had available and call me right back with the correct match. Never called me back. A couple days later, she emailed me telling me the blush color was a close match. I had a few follow up questions, she only partially answered and then quit responding altogether. Finally (after a couple months) received the curtains that “matched” and they clash horribly. I’m not a designer, but did she even look at them?? The quilt is a blush color, the curtains are very peach and not even close. Thank goodness I ended up ordering another set of curtains from another place online (because these were taking so long to arrive). They were a fraction of the cost and also look much better. For the price of this store, I expect better.

I ordered a Baby Bear play mat, and while my baby was doing tummy time on it, my older child pulled a pin needle out of the mat. This is extremely dangerous for babies. I’m honestly shocked that a product meant for infants could have something like that inside. I will never order from this company again!

We ordered a $800 stroller on 11/29 and it was delivered to the wrong delivery hub on the other side of the country. We were then prompted multiple times to schedule delivery even though anytime we tried we were unable to. We called customer service several times to rectify the situation and have gotten no where. Every time that we call we are informed they will send an email and to wait a few days for a call that never comes. How do you not have systems where your employees can take action instead of emailing and hoping that works? Customer service is severely lacking and no one seems to know what is actually going on.

Better of Shopping at Temu Splurged for kids backpacks that were $50 each. It's January and they are literally falling apart. Called customer service and they said they can't do anything for me. There's no way to leave a review on the product page to warn other customers, and the same product is still being sold. I would expect that backpack to make it through the year at least!