Potterybarnkids Reviews 

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?

Disappointed :-( ordered a chair as my granddaughter’s Christmas gift on Dec 5 ~ it is now 2025 and still have not received it.

I contacted customer service twice who advised it could take 21 days to receive. I informed them their website clearly stated I would receive the item before Christmas when I had ordered it. The tracking status shows it left their warehouse but no updates after Dec 9. Both reps said to wait, not one person offered to investigate it. I again sent a third note by email, no response.

For an upscale home store I expected more quality service. I will not be purchasing from them again and have called my credit card company to dispute the charge.

Did an engraving of names on Christmas stocking but bringing my PB Christmas stocking that I previously have from US and they give me a brand new one without prior notice and didn't know where they place my old stocking. It slightly different but its the memory that it has been with the family with our first dog and when my first child born. If i know they gonna change it to a new one I wont do it in the first place. Wasn't too happy about it PBK Fortitude Valley.

Ordered a monogrammed jewelry box as a Christmas present. They sent one with the wrong name! Told me to send back and they would send a replacement. I shipped it out and then got a notification my order was cancelled bc they are out of stock!!!!! I called and asked them why it still shows in stock on the website and says the website doesn't get updated right away. What a shitty company. Done ordering from them.

Pottery Barn Kids SCAM. I which I would have read these 93% one star reviews on trustpilot. If you have a gift card for Pottery Barn Kids, they will cancel your order. I happened to use my reward points with Amex to get $50 gift card and paid the remaining balance with my cc for a holiday gift. They cancelled my order late at night. All prior orders I placed using regular cc were processed. They purposely cancel orders for customers who use gift cards. DO NOT BUY Pottery Barn giftcards unless you wish to get stuck with useless piece of plastic !!!!!!

Really bad service.
Bought a chest of drawers as advertised in the photo but it arrived just as a changing topper!
No email to contact anyone and when you phone customer service the line is so bad you can’t hear the customer service advisor speak! Unbelievable! Avoid this company at all costs.

I bought their Lodge Plaid Sherpa Back Throw Blanket and should have realized a company that doesn't allow reviews on their items could be a problem. I had the blankets engraved as well. The quality was beyond terrible. The engraving was not in the color I ordered, there were loops of string sticking out all along the engraving, plastic pieces covering the blankets. One of their blankets even looked used with all the debris all over it.

Wow. I came here to leave a one-start review and now I realize that their customer service is terrible across the board. But I'll add mine here as well. I ordered a monogrammed sherpa robe for my niece for Christmas. I paid for the personalization in plenty of time. When I received the robe, it had nothing on it. So I immediately called. They no longer had the original color in stock, so I settled for another color. However, they refused to expedite the shipping to get it to me by Christmas. (Still 10 days away). They said the soonest they could get it to me was January 5. I went to the website while I was on the phone with them. The website said it would still arrive by Christmas. So I was just going to order another one myself.

However, the customer service woman told me that they were so backed up on orders that nothing was arriving by Christmas. So a bunch of people are ordering gifts right now thinking they will arrive in time - even though the staff apparently knows they can't fill them all.

Anyway, really really really bad business. However, Jo was the woman helping me and she was lovely and did her best. I felt bad for her - I'm sure she's getting a ton of these phone calls.

What a nightmare!
Ordered two Christmas tree ornaments ($7.00 each) and ostensibly to avoid shipping costs, checked off “pick up in store”. As I hit pay a charge totalling more than the two items appeared (14.99). I immediately tried to cancel it. When there was no option to do so, I called customer service. They couldn’t help as it was an “online order”. Three weeks later and I received a tax invoice (I live in Canada) for 1.82 x 2. Not sure what I am supposed to do with this as there are no instructions. I have not received the ornaments.
I will never buy from them online again. I plan to contact my credit card company and see if they can cancel the charges as I was not informed of the shipping charges until after the transaction was processed.
Be wary of PB charging practices that are not disclosed to the consumer at time of purchase.

I placed an order on 30 September 2024 for 7 Christmas stockings (totaling roughly $315) with shipping/arrival dates at the end of October. It is now December 5th and I have not received 4 of the 7 stockings. The current arrival date of these stockings is January 2nd (originally October 30th, then December 2nd and now January 2nd). Of course the website says if you order these SAME stockings now they will arrive December 10-16. Not only is this extremely frustrating and a complete lie, the 3 stockings I have received and paid $15 to be monogrammed have all been monogrammed at different heights on the stocking cuff. Some serious retraining on how to monogram items is needed by PBK employees. The monogramming should be in unison as it is shown on ALL of PBK stocking advertisements/examples on the website. I am nervous that when I receive the last 4 stockings that they too will be monogrammed poorly. This will be my final purchase. What was supposed to be a special purchase to commemorate completing our family, has instead turned into a complete nightmare. Never again.

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.