Potterybarnkids Reviews 

Horrible! My order for a newborn gift was cancelled two times without informing me! They take no accountability . I was so excited for them to receive it and waited for them to call and thank me. Meanwhile they never received it and I was never informed. Stay away

I wasted an hour ordering two baby gifts because on a Mac, apparently, one needs to use a particular browser. This is fine but it is not posted anywhere.
Had to call repeatedly and go through various people.
This should have taken 5 minutes or less ~ not 60 minutes!

I ordered two gifts for the same family at the same time. Pottery Barn Kids, however, took the liberty of splitting the order and charging me TWICE for shipping without informing me.

I WILL NEVER, EVER USE THIS COMPANY AGAIN and RECOMMEND THAT YOU DON'T, EITHER.

We ordered our nursery items 6 months before our due date. We were told the main items were in stock and it would just be 6 weeks for delivery. Well, each month since they've changed the delivery date and eventually changed it to out of stock. Leaving us with no options less than a month from the due date. We ordered from them because we believed they were a trusted brand but we won't be recommending them to anyone.

I’ve dealt with this company so many times and just gotten more and more disappointed every time. My recent/worst experience has been today. I have my baby registry with them for the second time (huge mistake) not only it’s the worst site to shop from for registry as all my guests stand point, they charge so much for shipping even if you have a registry. Now today after few weeks of having the baby registry and already telling all my family and friends about it they change their completion discount from 20% to 15% without any warning, notification or emails what so ever, even tho I signed up with them before they don’t honor it. What a huge scam. I even spoke to a Costimer service representative 2 days ago about the discount and asks if everything on the resisgty is eligible for the discount and she said yes to 20% and nothing about it ending soon. This happens with all their discount items all the time but I didn’t think they are this careless and have 0 costumer appreciation to do this. After talking to 5-6 head Customer service representatives and managers they basically said it is what it is you should deal with it. All they had to do was to honor what they advertise to lure you in for who already had the registry but they didn’t, just like that. I hope they don’t get away with this. I’m 7 month pregnant and I got so stressed out today and after 8 hours I’m still shaking. Shame on them.

Horrible Company!!! We have had a multitude of disappointing, horrible experiences with Pottery Barn Kids. Unfortunately, we attempted to use their company again and should have known better. Customer service is rude, unhelpful, and dismissive. We just purchased the Baby Bjorn Travel Crib light. It arrived and we do not need (my parents, unknowinly purchased one for us). I called Pottery Barn to return and they said, sorry, no, it's final sale as it ends in .99. I spoke with a supervisor, as there was ABSOLUTELY NO INDICATION ANYWHERE on this item (not on the page, not in the cart, NOTHING) that said final sale. The supervisor said, "well, you're right, it's not indicated anywhere for you to see, but if you would've scrolled to the bottom to our return policy, you could have read that items that end in .99 are ineligible to return." TO me this is completely deceptive, horrible service. When attempting to ask for help, absolutely nothing and they were really horrible and rude. Not even an offer of store credit. After these experiences, we will NEVER be using their company again. Just putting our experience out there to inform you all so that you do not get stuck in the same situation. We recommend other companies - this company should be put out of business.

This is the worst company every ...Do Not order on line from them.Every customer service person I have talked to cannot help you..spent 400.00 on delivery pluse4,000 on baby furniture they missed 2 delivery days ...they want to give me 250.00 e gift card no way that is a slap in my face

We ordered a lot for our daughter in store in Roseville Galleria, they did tell us that it will take a while for it to be delivered but surprise, surprise… it’s been 6 months and our daughter’s bed and hutch haven’t been delivered. They didn’t tell us in the first place that the furniture we ordered is backed ordered and when they came to our house to deliver on Dec 7, the bed had no other parts (is this a joke?!) then called the customer service saying they’re sure that the parts are all in the delivery warehouse so they gave me the warehouse number and when I called, they said they definitely not have the parts of the bed. I called pottery barn kids customer service again and they said, they will give me an update in a week. Took two weeks and no update so I called them back, they said they placed a replacement and blah blah. I got an email that my furniture is ready to be scheduled for delivery, I scheduled it and was finally relieved that it will come to us but the day before the delivery, I got a call from the delivery company saying they cannot deliver because parts of the bed are still missing! I got so frustrated! Called pottery barn kids customer service the next day but was transferred thrice and got hanged up on. This company will never get any business with us anymore and I will never recommend them to any friends or to anyone!

Ordered a bed and waited a month just to contact them and they said the item is back ordered. Canceled that order and asked if they had another bed in stock, was told yes it was in stock and could ship immediately. Well immediately was a month later and got a shipping email. When the delivery date came it didn’t show up. Gave them 2 extra days before I contacted them only to be told they canceled the order because they didn’t have a part!!!!! GOT NO NOTICE WHATSOEVER!!!!! THIS COMPANY IS TOTALLY TRASH AND NOT SURE WHY THEYRE SO LOVED. THE WORST EVER!!!

Poor customer service, no help at all.
I ordered a xmas present on November 25th still have not received it. With inflation and a struggling economy
you think this company would care.There are other company out there that care and do a good job.
I am not wasting my time and money on a poorly rated company.

Failed to deliver a Christmas gift for my grandson. Now washing their hands of responsibility.
I advise not to buy from them as unreliable and untrustworthy

Wanted to say how much I appreciate the help of the Pottery Barn for Kids (and the whole Williams-Sonoma Inc) customer service team for helping me out with a special birthday present for my grandson.

I had ordered a chair and accidentally shipped it to the wrong address. While it did not process the way had “expected”, they were able to deliver the chair to the corrected address at no additional cost and before his birthday. And my grandson *loves* the chair.

Having worked in customer service for a Fortune 1000 company, I know the effort put forth by the team to make this happen and wanted to express my true appreciation for all their help!

On 10.06.22 I ordered a double bed Butterfly Quilt with matching pillow cases for my granddaughter, which cost me £264.60. When my daughter received the quilt is was for a queen size bed. Therefore, I called customer services and a lady in the USA took the call and booked my return for the quilt. She said that the quilt will be picked up within 7 to 10 working days and I will then get a refund. She told me that I will need to re-order the quilt online for a single bed, which will be for a double bed, so that is what I did. I have now paid for two quilts but, will get a refund for the one I was returning.

On the 13th working day the quilt that I was returning still hadn’t been picked up by the courier. I emailed the lady in customer services that booked my return and waited a week and she never got back to me. Therefore, I returned the quilt on 11/07/22 via Royal Mail to the UK address EC4V 6JA on the invoice I received when I placed the order online and included copies of the invoice and returns authorisation note. On the 12/07/22 I received an UPS collection email, so I called customer services and explained that I sent the quilt the day before to the UK address on the invoice and she said they may return it back to me or deal with the return themselves. The quilt was never returned back to me and I have also not received the refund.

I called customer services again for a phone number, as I couldn’t find one online to call UK PBK to get the quilt back. They said they couldn’t help, as they don’t have any phone numbers and I needed to speak to someone in the UK.

I looked online for other companies that sold PBK products to reach out for there help. I found a phone number for a shop in Tottenham Court Road. When I called the lady and explained everything to her she seemed very helpful and gave me the managers email address and said he would look into it for me. I was feeling happy and thinking I might be able to get my refund, which was just under £200. I sent an email explaining everything and as the days and week’s passed, I was feeling unhappy, as I knew my email was being ignored. I called again and spoke with the same lady and she gave me another email address, which was also ignored.

I am writing this review 6 months after purchasing my quilt and I still haven’t received my refund or received the quilt back and do not want anyone else in the UK losing their hard earned money by purchasing products on the Pottery Barn Kids Website. I have since found out that there are three shops in the UK where you can buy PBK products, take a trip to one of the shops and buy your products knowing you will have peace of mind in getting a refund for any product you need to return.

I bought an expensive glider for the nursery thinking it would be a good investment piece for our firstborn. However, after a few months it starts squeaking. At first I tried to ignore it, but it gets worse and worse over time to the point that I can't sit at anymore because this squeaking is so loud and awful. It's obviously not conducive to getting a baby to go to sleep. You can imagine between a crying baby and a loudly squeaking chair what that does to a new mom's nerves over time. It has me in tears that I can't rock my baby to sleep anymore. My husband and I tried to fix it but to no avail. I called pottery barn customer service but they said they couldn't do anything because I had been a year since delivery of the piece of furniture. However, I explained that we bought the glider several months before the baby's birth, so it was much less than a year of normal wear and tear. We spent several hundred dollars on a piece of furniture that provided us with less than a year of use, and customer service did absolutely nothing for us. Please save yourself the hassle of buying an investment piece from pottery barn, because without decent good customer service it's not worth it.

BEWARE BEWARE BEWARE

I am BEYOND outraged with Pottery Barn Kids Lynnfield AND corporate!!! If you are thinking of ordering your baby’s furniture from here, please take a moment to read my story and look elsewhere for your own sanity. I will do my best to keep this HORRIBLE experience as brief as I can. My husband and I ordered our baby’s furniture, The Larkin Collection, back in mid MARCH and paid in full. I was 10 weeks pregnant. We are STILL TO THIS DAY waiting on our furniture and my baby is over 2 MONTHS OLD!!!!

The Backstory: We were initially told our furniture would be delivered in mid June. We lived in Portsmouth, New Hampshire at the time and that was perfect timing for us to get his room cleared out and ready. My husband found out in June he was getting transferred for his work to North Carolina in mid August. We immediately called Pottery Barn Kids Lynnfield to inform them of the move and they said they could deliver the crib and the rest (dresser with changing table top, the nursing glider/recliner, nightstand & conversion kit) could be redirected from the Boston hub to the Hickory, North Carolina hub as it had not left the warehouse in Wisconsin yet.

Closer to the due date with no word of our furniture delivery we contacted the company to find out what was going on and found out Pottery Barn Kids in Lynnfield put a note in their system about our move but never updated our address to actually reroute the furniture. For months we have been in contact with NUMEROUS people at Pottery Barn customer service/shipping/etc. with NO resolution as to when we will receive our furniture. For the last 10 weeks I have had to pace around my house bouncing my baby to sleep day and night while recovering from a c-section and having tendinitis!! We have to use our crib upstairs (the only item we have) as the upstairs changing table because we need the pack n play downstairs during the day for naps and diaper changes.

Apparently, our furniture has been sitting in storage in the Boston hub for who knows how long. The last person we were in contact with said our order in their system is a mess with notes everywhere and was hard to follow. SO WHEN WILL WE GET OUR FURNITURE?!?!?! We STILL don’t know. At 3:30am this morning while I was pacing bouncing my baby back to sleep after a feeding, miserably tired and sobbing in anger and frustration that I cannot sit comfortably and rock him back to sleep in my nursing glider that is just sitting in storage in Boston is BEYOND maddening. So in my exhausted and furious state this morning I decided it’s time to share my story to warn other expecting parents of the complete disconnect and lack of care Pottery Barn Kids has for YOU as a customer!!

There is so much more to this story, including being charged for two crib mattresses instead of one, who would ever need two?!?…. If anyone from PB cares at all to help us you can contact PBK in Durham, NC as they are the only people in the company that seem to try and help us, but unfortunately it is a shipping/customer service issue and is beyond their control. I truly wish I read reviews before ordering. This company takes your money, deceives their customers regarding delivery dates (another issue: back order that pushed our original delivery date) which I specifically asked the manager if there were any shipping issues and she stated they are no longer experiencing delays, that was only during Covid… they have taken what should have been a wonderful bonding experience with my first born child and made it a frustrating and honestly physically painful experience. SHAME ON YOU Pottery Barn Kids for ruining what should have been one of the best experiences of my life!!!!

Ordered kids bed and nightstand on October 7. After indicating items had shipped, it then changed to out of stock a few days later and they changed the delivery date. Then two days later I received the head and footboards to the bed but not the side rails or the slats that hold the mattress. There was no indication that the box was one of two, so I called there. First call the lady hung up on me because I didn’t have the order number readily available and I asked if she could look it up with my phone number. That was real nice. I called back and the second lady I got didn’t speak very good English and I admit I had an extremely hard time understanding her and kept saying sorry I didn’t catch that or sorry I don’t understand what you’re saying. She got very frustrated and said ahhhh rather deeply. I said don’t get upset with me because I’m not the one that can’t speak English. The only thing I could gain out of that conversation was two shipments. Out of frustration I thanked her, hung up, and called back a third time. Then I got Pedro and yes it is coming in two shipments but no idea when second one was coming. I WILL NEVER EVER EVER ORDER ANOTHER THING FROM THIS COMPANY. NEVER EVER EVER EVER. Extremely disappointing.

I’m not one to complain or write a bad review but I have to with this one. I purchased a blanket back in June when I was expecting my daughter (September) since using this the blanket has frayed and the stitching has come away (7 weeks of use ! )I contacted the company to see if there’s was anything that could be done. Well the response to this was absolutely shocking to sum up the email there’s nothing they can do. As a company that like to put a hefty price tag on their products you’d expect a better customer care and quality of product. No offers of a repair ,refund , replacement or part refund they also don’t offer any guarantees or warranty’s. I will certainly not be using this company again and il be telling friends and family to avoid !!

I will never order again, I used to buy a lot from them, bags packs, luggage, comforter, ect. I order a personalized small bag pack for my son and they send me the mini. It was impossible that I did order the mini, when he all ready had the mini and I order small size bc it’s too small the mini. They asked to returned back and after I did they never put my money back. They say they did and never did. When I call they told me “we send you what you order” but I am sure I did it right. So I ended with no bag pack and no money back. The worse ever. To be a huge company they need to work more on they customer service. I will start to order from another company

THEY HAVE CANCELLED AN ORDER TWICE WITH NOT EVEN LET IT ME KNOW. SO PISSED…..I only got a confirmation number. Isn’t this ridiculous? And they show this same items as Available in the freaking website. Not ordering EVER AGAIN. going to Crate & Barrel from now on…

I should have read the reviews first. Although I have had different experience to those below. Ordered a quilt for my son’s bed but found a better alternative within hours. I emailed customer services 2 hours after purchase and called them the following morning, but they claimed to have already processed my order and could not cancel it (ironic given the reviews below). I then received the quilt a few days later (shipped from a UK address) and started along the long road of trying to return it. I received an email with authorisation to return and a request to return to an address in Australia (I am in the UK)! Return postage has to be paid for by customer! I emailed customer services and asked for a UK return address - no reply. I therefore returned the parcel to the UK address in the return authorisation but they asked the courier to return the parcel to sender 5 days later. Returning the quilt to Australia will cost me half the value of the quilt (around £30!)