PotterybarnkidsReviews of potterybarnkids.com

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!

I am extremely disappointed with both the quality of this backpack and the customer service response. I purchased this backpack in July for the August 2025 school year, spending over $100 expecting the durability and quality Pottery Barn is known for. After only four months of normal school use, the backpack began coming apart at the seams. When I contacted customer service, I was told the item is no longer available. While they acknowledged the item was defective, they refused to issue a refund or replacement until the faulty backpack is returned first. This creates a major issue — my child still needs a backpack for school, and I should not be forced to either send him without one or spend additional money while waiting. For a premium-priced product, this resolution is unacceptable. I expected better quality and significantly better customer service. Unfortunately, this experience has made me question future purchases.

Absolutely unacceptable and borderline fraudulent. Pottery Barn Kids charged my friend for an order, canceled it without ever notifying her, and still kept the charge pending in her account. We only found out it was canceled after calling—no email, no warning, nothing. The money is now stuck and won’t clear back into the account until the 7th, causing unnecessary financial stress. When we asked if they could simply reorder it since the funds are already tied up, customer service’s solution was to “just reorder it” — as if everyone has extra money sitting around to be charged twice. This is careless, irresponsible, and incredibly unfair to customers. Charging someone, canceling silently, and then refusing to fix your own mistake is not okay. Horrible customer service, zero accountability. We will not be ordering again.

Don’t order from this company!!!! I ordered multiple items and paid extra for next day delivery and they cancelled my order without any communication. I had to track my order to find out it was cancelled. When I called customer service, apparently they were unable to confirm my identity and that’s why my order was cancelled. I asked if there was anything I could do over the phone or online so that they could deliver my order, but they refused to so the only thing I could do was ask for a refund. Every time I spoke to a customer service representative, I was told different things: I would receive a refund this day (and then never receive it), or that I was apparently never charged for the items when obviously I was charged. I’m worried that the only way I’m going to get my money back is by filing a claim through my bank. They’re clearly running a scam and taking people’s money. Please don’t waste your time, money, and energy on this terrible company.

This place stinks, scamming company, they randomly canceled my order for no reason and took my money. Almost $400 for my nieces and got cancelled so they didn’t get a gift from me, it’s unprofessional and embarrassing. Worst customer service, terrible microphone sounds very distorted and scrambled almost felt as done on purpose so I would hang up cause I couldn’t hear what the person was saying. All and all horrible experience, I definitely don’t recommend pottery barn kids

Wrong color sent for a $250 baby carrier. They will not return or exchange.

I almost hate to relive the horrible service experience in this review. Worst customer service; I would never buy from them again. They sent me a child's chef's monogrammed apron missing the hat in the set, and made me jump through hoops to try to correct THEIR mistake. I still don't have it after more than a month and too many calls and chats. I would never buy from PBK again.