PotterybarnkidsReviews of potterybarnkids.com

I recently had a very poor customer service experience with Pottery Barn Kids. We purchased a toddler bed (~$600) for my son this summer. It came damaged (one piece was delivered damaged and some damage was done during self-assembly). I reached out to customer service to get replacement parts for the damaged pieces. The customer service representative indicated that they would send the damaged pieces. Several weeks went by, and I hadn't heard back from them regarding my request. I called again and asked for a follow-up. Although they indicated that they had sent a message about this, I never saw it. I'm unsure if it ended up in spam or if I missed it somehow. They indicated to me that the manufacturer no longer produces the bed, and the replacement pieces would not be available for me. I requested a refund of some sort, and a refund of $60 was offered. After I requested a greater amount, $100 was offered. In my opinion, a 40% to 50% discount would have been more appropriate for the sale of a "new" product that was delivered damaged. A reputable company should not be selling damaged products and not offering significant compensation. The offers of $60 and $100 are offensive to me. They did also offer for me to return the bed for a full refund. However, my son has been in this bed since the summer (it is now November) and has taken quite a while to become accustomed to the bed. I am unwilling to disassemble, rebox, and ship it back and make him readjust to another bed. I am currently 9+ months pregnant and I had intended on purchasing a changing table from PBK, but after this poor customer service experience, I will be purchasing a changing table elsewhere and do not intend to give Pottery Barn Kids any additional business. The supervisor that I dealt with indirectly was named Brianna S. The CSR that I spoke to directly on the phone was very courteous. I'm pretty disappointed in the whole experience. Hopefully, they can improve their customer service, especially when damaged products are delivered. I would welcome further discussion with PBK if they would like to try to make it right.

They first never sent the gift which was time sensitive. Then they sent the gift but never sent the card which was supposed to be included as the recipient had no idea who sent it. Then they were to send me a partial refund which they promised twice but sent it to the wrong card which they could not correct. NEVER buy from them.

HORRENDOUS SERVICE. Waiting for my products for weeks now

We recently purchased a white wildflower ABC quilt and 2 matching sheets for our daughter, who is expecting a baby girl. The embroidery on the quilt had quite a few loose threads, and I will advise my daughter to wash it on delicate and by itself. The sheets are cute but not at all soft, and at $28.00 per sheet, should be soft. Shipping was prompt, no problem there, but quality should be much better for the price.

Pottery Barn Kids makes the experience of purchasing & receiving furniture an absolute chore. While the quality is good, you're probably better off going elsewhere. I ordered a bedroom set for my toddler back in August so we could move his furniture into the nursery for our new expected arrival in November. We ordered a bed, dresser, and nightstand, and upon the initial order the estimated delivery was mid-September. Those dates came and went with no communication from PBK, and when we called PBK customer service, they told us that because the nightstand was back ordered, they wouldn't deliver any of the furniture until they had all 3 pieces. We begged the customer service agent to split the order because we needed the bed and dresser before November (or we were going to cancel the nightstand to get the rest of the order moving). He was very helpful, but we had to call 2 more times to actually get the order split -- hence the beginning of the chore. They finally scheduled us for delivery for the bed and dresser yesterday (mid-October), but when they arrived, the dresser was mislabeled and they had delivered the wrong color. I called PBK customer service who told me they couldn't do anything, was then told to call a number for Williams-Sonoma who told me to call PBK customer service, then went back to PBK customer service, who now told me my item wouldn't be delivered until possibly after my due date. All this to say, not only does it take several phone calls to get a clear answer on anything from PBK, but their communication regarding actually receiving your delivery will likely be lackluster and fail to meet even the lowest expectations. I will be going to Macy's, Crate & Kids or other similar furniture companies in the future to see if I can avoid PBK's runaround, and would recommend anyone else does too.

Ordered a Halloween costume only to get an email a week later saying my order was cancelled. When I checked the website, that costume was still showing as available in the same size! I reached out to customer service to see why it was canceled, and was told that it wasn’t available in one warehouse. When asked about the website still showing this as available, she told me other warehouses have it in stock. Their advertisement is very misleading! Being a Halloween costume, people will be wasting their time ordering the item that may not be even available.

Horrendous and rude. Would never ever purchase from them again. Honestly buyer beware. Sent me defective merchandise and has been such a process to receive a refund. I was hung up on twice by rude terrible representatives.

We ordered a canopy bed two months ago for white glove service for our 10-year old child, and as of now, we still have not received the bed. We spent hours tracking down the white glove delivery. The first time, the driver didn't even come to the door to deliver and claimed he waited 15 min and left without delivery. We complained to Pottery Barn which promised it would be delivered the second time. So we stayed home to wait for the second delivery attempt, which never showed. Upon calling, we were informed the bed was not in the warehouse, so we had to reschedule. We were told to call 3 days later, which we did, but the warehouse still couldn't find the bed. As of now, it has been two months, and we called again trying to find a solution, and we were told a manager would call us some time in the future! It doesn't matter how good the furniture is, if you want to spend hours and days tracking down a delivery, if you want to keep telling your child that the delivery fails again and again, buy from pottery barn, they have the worst delivery service in the world.