PotterybarnkidsReviews of potterybarnkids.com

Horrible customer service. I have a baby registry with PB Kids and because someone purchased something outside of my registry, I cannot return the item past 30 days of the date the person purchased it.. despite only having been GIVEN the gift last week. What type of policy is this for gifts? I have registries with other stores that given me 6 months or even. A YEAR to return gifts for a credit. Pottery Barn is so expensive and then they have the nerve to limit you to 30 days for a gift return. Stupid. Moving the rest of my registry items to Amazon, PB Kids simply isn’t worth it.

DO NOT BUY PB CRIBS!! I bought the Dawson end panel crib and conversion it. We recently converted it for our toddler. Last week, when my daughter was getting into bed, I heard a cracking sound and told my daughter to get out of bed. My husband helped her out of the bed, when 3 of the 4 legs literally snapped off, and the whole crib fell on top of my husband’s foot. Fortunately, my daughter was ok, but my husband was injured. The legs are secured with literally 2 tiny, thin nails. No other fasteners, not even any wood glue, no bolts. I called Pottery Barn and they said it’s my fault I didn’t previously report the faulty design, and since it’s been over 1 year, there’s nothing they will do about it. They didn’t care it’s a safety risk. They don’t care about the safety of the product to my children. Buyer beware. I have tons of Pottery Barn furniture in my home. I trusted their brand, and deeply regret it now. I will never buy another Pottery Barn piece of furniture ever again. I reported this crib to the U.S. Product Safety Commission. Hopefully, they recall it.

I am writing to express my extreme frustration and disappointment regarding the handling of my recent order cancellation. On January 1st, I placed a significant order with your company, only to be met with endless delays and misinformation when inquiring about the delivery timeline. After being informed on January 2nd that the items were not visible for shipping and would take 6-8 weeks for delivery, I promptly requested to cancel the order. I made it explicitly clear that this delay was not acceptable and that the website had falsely advertised the items as in stock and ready to ship. I was assured by your customer service representative that my order was successfully cancelled and left the conversation believing that the issue had been resolved. However, to my dismay, on January 22nd, I discovered that my order had not been cancelled as promised. This level of incompetence and disregard for customer requests is simply unacceptable. I expect a full explanation for this oversight and a prompt resolution to this matter. As a loyal customer, I am incredibly disappointed in the lack of professionalism and efficiency demonstrated by your company. Upon contacting your customer service department to rectify the situation, I was shocked to be met with a dismissive and rude attitude from a representative named Lexi. Not only was she unhelpful, but she also had the audacity to question my right to cancel the order the next day after it was placed. Her words were, ‘’who are you to tell me if you can cancel the order!” Pardon?!! A customer in my rights to cancel the order within 24h. To make matters worse, I later discovered that your company had fraudulently claimed that the charge was legitimate and that everything was in order. This level of deceit and dishonesty is completely unacceptable. I have recorded the conversation with Lexi, and I am appalled by her disrespectful and ignorant attitude towards me. It is evident that your company lacks integrity and professionalism in handling customer concerns. I demand an immediate resolution to this matter and a full refund for the unauthorized charge. If this issue is not addressed promptly, I will not hesitate to escalate this complaint to the relevant authorities. I expect better from a reputable company like yours and hope that you will take the necessary steps to rectify this situation. Sincerely,

This is more so directed at Pottery Barn Kids online order polices and the William Sonoma corporation who owns Pottery Barn. I find it funny how one of the most expensive brand name stores are often the cheapest. I ordered clearance $33 crib sheets from pottery barn kids today. I saw if I shipped them to my house there would be a shipping fee so I opted to pick up in store. On a side note, the policy said clearance items cannot be cancelled or refunded. After the order was processed I saw my total came to $48. Confused I looked at the bill breakdown. Well if they don't still charge you a ridiculous amount for shipping and processing fees of 14.99 to pick up in the damn store! I'm paying almost the amount the sheets cost and I STILL have to drive somewhere to pick them up. Worst part is I can't cancel the transaction. I've never seen this before with any other department store. I've NEVER been charged a fee yet alone a high fee to pick up in store. This is super tacky William Sonoma corp, especially for being known as a luxury brand. I won't be buying any other items online!

Very dishonest company. I've had multiple interactions with them where they were they completely conned me. The first they charged me sales tax on an item, but I am located in the State of Alaska where sales tax is not applicable. When I called their customer service line and spoke to a "manager" they said a higher ranking manager would call me back, but they never did. I paid $45 extra for taxes that did not apply to my order. The second time I placed an order from my registry where it said "your 15% off registry coupon has been applied" but after checking my credit card statement I noticed they were going to charge me full price. I asked for them to cancel my order less than 12 hours after placing it. They would not cancel the order but said "once the item ships we can issue you a price adjustment." I called once the order shipped to ask for the price adjustment and they said no! What really makes me angry is that they changed the reasoning as to why they wouldn't issue a price adjustment, the first manager said it was because I didn't order 60 days before the registry event ended (which is NOT how registries work, you only get the coupon within the last 60 days - so they are completely wrong). The second manager said no because the item is "a clearance item" but that was also NOT THE CASE. The item was not in their clearance section, it was not marked down, and it had been priced at $300 for the entire duration of my registry (+9 months). This company is dishonest, uneducated, lacks empathy, and is down right greedy. I will NEVER do business with them again and I recommend everyone to stay away.

BEWARE!!! I ordered a kids chair and they only sent the slipcover. Apparently they have started to sell them separately so you don’t know you need to order two items to get a single chair. (I have ordered several of these chairs over the years). When I called to find out where the inside form for the chair was, they said I had to pay an Additional $95 plus shipping for the form! This after Christmas sale item is now over $200 when I thought I was buying it for under $100. It’s quite a slippery move so beware when you order ANYTHING from Lottery Barn Kids!

Ordered 2 custom embroidered sleeping bags for my grandkids for Christmas, and one shipped oout next day like it was supposed to. other one kept changing the delivery date by a day or two. all the while, my credit card was being charged daily and then credited, and charged, etc. After calling customer service 2 weeks after Christmas, they tell me "oh that item has been backordered". This has to be the most incompetent company I have ever dealt with!!! STAY AWAY!!!!!!

Beware- POOR COMMUNICATION- Somerset Mall Pottery Barn for Kids- Purchased a bunk bed and two mattresses for our Grandson, paid in full, for over $4200 and they placed an additional hold over $500 on our bank card. I called in the morning, and someone said they would look into it and call me back. No call was received, so I called again at 11:30, waited on hold for over 30 minutes, and hung up. I called back to have the lady tell me they ran an authorization charge on your card. it will drop off. No big deal, haha. It's 2025 why are they still running pre-authorization charges?? What if they do this to someone who needs the funds for an emergency?