Potterybarnkids Reviews 

If I could give 0 stars I would. Horrible customer service and employees who do not know the company return policy. I was told on two different occasions that I would get a credit card refund for a broken chair I purchased. When I called today the manager told me only a store credit can be issued. The manager was no help and when I asked to speak with her boss she told me she can't give me that information because it is private. I understand the chair was purchased last year, but when two employees tell me I will get a credit card refund I expect to get a credit card refund. This was an error made by Pottery Barn, but the employees have zero accountability.

We’ve had terrible customer service with Pottery Barn Kids UK. We placed an order on 18 August for a cot bed and matching dresser/topper combo. We received confirmation of delivery of our items but we’re then told on 4 Sept that the dresser set was out of stock and that they expected back in stock “shortly”. We emailed without a response and so called the helpline who informed us the only out of stock item was the topper for the dresser (purchased as a bundle) and that this would be back in stock on 15 Sept. We agreed to wait till then but in the meantime, received a separate email telling us we wouldn’t receive the item till 14 October.

I immediately called the team again and requested that the bundle be split, the dresser arrive now and the topper be sent in October. They had to check with their support team on this and would confirm in 1 hour. An email was received saying it would not be 1 hour but actually a few days to get a response from the UK support team.

A few days went by and I called again. I was then informed that the process was actually 5 days to hear from the UK support team.

5 days came and went, I called again and asked to speak to a manager. The team lead was “on break” and would call me back.

No one called back. Two days later I called again and was told that there was no team lead, that their escalation process was to email a manager and expect a response in 24 - 48 hours!

I am still waiting for conformation from the UK support team or a manager on what can be done with this order. Our baby is due in 2 weeks time and we really wanted this piece of furniture in place by then so we have somewhere to change him.

I am so disappointed with this service and at no point has anyone offered an apology or an acknowledgment of fault.

Do not buy anything from Pottery Barn Kids, if you wish to actually receive your order.
I purchased multiple items over 25 days ago and have not received any products or shipping information.
They will not refund the money and can not confirm when the items will be sent.
The customer service representatives are rude and have refused to confirm a date the items will be sent or a refund.

I couldn't go for my dear friends baby shower because of covid risk so I thought of making up for it by gifting her a pottery barn kids gift card. Ordered it Aug 16, and four customer service calls and a facebook messenger complaint later, I still don't know where that darn gift card is! No one in the company knows! Apparently they have no way to track the gift card which was sent through USPS. What, are we living in stone age??
Beyond frustrated with this experience. They've permanently lost my business.

They suck. Order and delivery disaster with no refund. Customer NO service. Don’t waste your money and buy somewhere else. This is why I choose Amazon. They are always accommodating, ship on time, deliver on time and if there is an issue they help. Pottery Barn Kids does not.

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.

Wow this place is some joke, how they are in business 65 years is beyond me. It is companies like these that give wayfair and amazon a good name. I ordered $3K worth of furniture. It has been 2 months and i keep getting emails that 1 of the 5 items is on back order... they did charge my credit card for the items that are ready to ship, but never shipped. I called because im sick of waiting, they told me the item back ordered will take 1 more month and all will ship in one order, LOL !!!! I paid for WHITE GLOVE, i purchased all STICKER PRICE no discount, this is not a way to treat a client. So i asked for a manager, it took them a good 10 minutes to find one.... She was nice enough to make a "ONE TIME EXCEPTION" and ship the items they already CHARGED ME for months back..... geee luiizzzzzzzzzzz, come'on man lets be normal here..... So she comes back on the phone, and tells me "well first available date is 3 weeks from now (WOW FUNNY, EXACTLY WHEN BACK ORDER ITEM WILL ARRIVE) and i tell her its way too far out there, she said its all i can do... i say ok fine, she then says and OH BY THE WAY IF THE BACK ORDER ITEM COMES WE WILL ADD IT TO THE DELIVERY.

So pretty much, she did absolutely NOTHING!!!!!

Anyhow, i would not buy from them again, i dont want to, they are horrible.....

Worst company on the planet!!

Worst experience I’ve ever had with a company. Bought our daughters bed here which ended up having cracked legs and it was about to collapse over. Tried contacting Pottery Barn Kids customer service multiple times which is based in the US and had an awful experience. I have been given the run around for months, they are full of empty promises and have taken no responsibility. This is a PATHETIC EXCUSE of a company!!!!! Do yourself a favour and do not buy products from them.

Wow wow wow. I see all the reviews have the same story. Just like me. Waiting month and months. First they charge your credit card then months pass by and all I get is emails saying another month delay.

Customer service is as good as a 1 year old child. This place is one big joke they need to get with the times. How they manage to stay open I have no idea.

2 months and I did not get my order. I dropped $3k and no one helps. This is insane !!!!!

What in the world has happened to Pottery Barn Customer Service? They used to be top-notched, but have recently become the worst ever to deal with. Their customer service is horrible. I ordered a custom rocker in October 2020 and still have not received it as of April 21, 2021. The chair was ordered as a gift for my DIL who is expecting in May.

Every time I get an update, no-one can tell me for sure the status with this order. Every attempt to reach out to customer "non"-service just leaves me more and more frustrated. Their response include "a supervisor is not able to call you" (apparently their phones only work for incoming calls?,"we can't", "there is nothing more I can do", "what shows in the system is all I know" "It's only a chair, right?", and "let me transfer you to someone else" (so you are no longer my problem). I am beyond disappointed with Pottery Barn, who previously was my absolute favorite place to shop.

I ordered a dresser and a nightstand from pottery barn kids. Initially, they double charged my account and then they kept charging and removing it (pending shipment). My furniture shipped dec 12. I didn’t get my nightstand for 2 months after that. I ordered in mid November. I have reached out to them numerous times, and their customer service is awful. I still don’t have my dresser and they refuse to send out another one even though they cannot locate my original dresser that was shipped. They never update you and you have to call for updates, but the answer is always the same. WAIT. I have been waiting for this dresser for 5 months now. This issue is still not resolved, I don’t have a dresser and I have no idea when I will get it.

Ordered a gift for my daughters birthday. It was dispatched quickly (yey!).. however it never got delivered and they're refusing to refund me. No response from UPS and PB so they can't refund me until they receive the returned item (which I suspect is lost from what UPS are saying). I asked PB for help via email, I sent 3 and got 0 replies. Phoning was better in the sense that I got to speak to someone but ultimately I didn't get the present in time for my daughters birthday, now I don't need it and they're refusing me a refund. Just a really dissatisfying experience

Pottery Barn Kids has the worst customer service and management. Your inventory system is flawed badly. You are processing orders, taking consumers money and then don’t have the product. You send tracking information and there isn’t product even attached to the tracking. This is wrong to process orders and take money for merchandise you don’t have. I won’t have an Easter basket for my grandson on Easter because Pottery Barn doesn’t know how to run a proper inventory system. I would think twice before you order anything with Pottery Barn. You have lost a long time customer because you can’t deliver what you promise. I hope your families have their Easter baskets, because my grandson won’t.