Potterybarnkids Reviews 

Don’t use your credit card to order online at Potterybarnkids.ca. My daughters card/account was hacked 6 months ago. This morning I mistakenly used my credit card instead of PayPal to order kids sheets. At 3 pm today I received an email notification from our bank letting me know that $11,000.00 was charged to an e-bike company today. Their online order site is NOT secure, don’t use it!

PBK has the worst customer service I have ever experienced. It is criminal, frankly. The way they speak to and treat customers is disgusting. I spoke with Holly today for over an hour, with no resolution, and she was extremely rude. Her comment was "I'm sorry you think I'm rude." Really helpful and sincere, Holly! They made an error with an item I was sent, I returned it, and in turn they charged me a restocking fee and a huge shipping fee on the item. I'm still holding for the next issue 1.5 hours later for a supervisor. And I ordered a bed 6 months ago for my 3 year old, still haven't been contacted for shipping, but I've paid for it! They had no problem expecting full payment immediately months ago, before a delivery has even been scheduled.

Worst customer service I have ever had to deal with. Multiple problems with my order and after contacting customer service multiple times, the problems were still not fully resolved. They ended up offering me some compensation but the money I received back was less than what they told me.

1st time mom here. Ordered a glider I thought I’d LOVE almost 7 months ago! I’m 39wks pregnant and still have NO glider!! I’ve taken off work twice to wait for the delivery because it was supposed to arrive that day, and both times it “wasn’t on the truck”. I’m so disappointed and stressed about not having a glider for my nursery and my son will be here any day! Pottery Barn won’t offer me any solution or talk about compensation “ until it arrives” 😭

I had purchased the mini rack shelves which was advertised for two items yet only received one. I emailed customer service and never received a response so called a week later to follow up. I spoke with someone in the customer service team who had confirmed with me how the wording on the product page looked as if they were selling two shelves instead of one. She had said to me that she would get back to me within 24 hours via email or phone call yet this never happened. I then follow up with another call to the customer service team to discuss this and discovered that instead of dealing with my matter, the team member had contacted the companies copywriter to fix the issue on your site to the “correct” terminology advertising for one shelf.

This is utterly deceiving and extremely poor customer service. I have since emailed two more times yet still have not received a response. It’s the worst customer service I have ever experienced and will never purchase from this company again.

I purchased a princess backpack, lunch box & princess quilt for my granddaughter, in March & gave them to her for Easter in April. She used the backpack for 2months . I noticed the backpack was ripped at the seam & the material was frayed. I took the backpack back to the store in the Riverside Mall in Hackensack, NJ & was told there was nothing they could do. I asked who made them & was told Pottery Barn. Because I was complaining & there were customers in the store one of the sales personal told me to be quiet. When I asked for her name she walked away & none of the personal would give me her name. I also called the corporate office & was told there was nothing they could do. Needless to say I will never buy another product from Pottery Barn Kids. I gave them one star but they deserve no stars

Bought 2 personalized blankets from Pottery Barn Kids website one for my niece's birthday and one for her sister so she's not left out. The secondary item was shipped on-time and I received notification. After a couple of days I noticed that the main item for the birthday girl has not shipped and I am flying out in a few days to meet them. I gave them a call. The rep said that there was a delay in processing the order so I cancelled it. What is horrifying is that there was no email communication to tell me about the delay and had I not noticed and followed up, I would end up with a non-refundable item after the fact. I had to scramble and spend half a day to find something else for the birthday girl last minute.

So I called customer service to see if they can at least refund part of the $25 shipping fee they charged for both items. First the representative said that they need to talk to a supervisor and put me on a hold. After a few mins the rep said that there are no supervisors working that day and that she will look into this and email me with a resolution. All of that turned out to be a lie.

I called back 4 days later and explained the situation to another rep. She put me on hold and phone seemed to disconnect. So I called back. After explaining the story the rep said that they are a small group of customer service reps and they do not have a supervisor. She said that they cannot refund shipping because they ship out of US and they have to pay shipping to Canada which is high. She put me on hold to check something, the hold music stopped after 5 mins or so and she disconnected the phone after a minute or 2. Similar to what had happened with the last rep.

Overall, I will not recommend purchasing anything from their website. If anything goes wrong, you are at the whim of deceitful customer service with poor communication and apparently no supervisors to hold them to account.

I gave 2 stars because the secondary item was shipped on-time.

They literally run your credit card several times a week, every week…for months at their leisure to “check and see if funds are still available” for consistently postponed deliveries.

They literally tamper with your bank account CONSTANTLY. I’ve noticed if you pay via Capital One…Capital One will block the multiple authorizations but if you pay via your account…they run your card and constantly issue transactions on your account for whatever amount they can capture, however many times they please…without consent or informing you of their planned attempt…then tell you if you don’t allow them to systematically run it at leisure for items that are back ordered (which they don’t disclose up front) with no anticipated arrival date, then they’ll cancel your order after they’re no longer allowed to deduct and redeposit at will and the customer service agents are absolutely rude and trash.

So my card is now locked and my bank will issue a indefinite stop payment for Pottery Barn.

Nooooow they want to send emails because they are no longer allowed to play in my account at will and they STILL have no delivery date in sight.

PBK customer service has gone down hill fast and is near non-existent. It used to be helpful and now customers are waiting on hold 30-60 minutes when calling, emails take about a week for a response. I'm promised calls back that never happen. People assure me an issue has been resolved, but it is not. Issues take multiple calls and emails and massive inconvenience to customers. I've been sent the wrong item, twice now. Each time they ask me to return before they attempt to ship the right one. Now they are saying I have to pay an increased price to have the correct item shipped, based on today. Terrible business practice. I used to love PBK for my family and gifting to friends, but you've lost a customer now after repeatedly bad customer service and multiple chances for PBK team to get it right-- including supervisors that I had to wait almost 40 minutes to speak to.

I have been a customer of pottery barn kids for over 7 years since I had grandkids and I have their credit card. I ordered a football backpack monogrammed and now twice no initials. Their customer services sucks they want me to send backpack back and try again. Nope my 5 year old starting kindergarten in 5 days is not going to school without his backpack since his thermos and lunchbox matches.

Worst customer service experience ever. pbk does not care to keep loyal customers .
I will not be buying from pbk ( or their affiliates) again.
I recently purchased the nursery glider and realized i should have also purchased the ottoman to go with it.
I called customer service, and she said it was too late to add to the order, and too late to cancel and reorder both together (even though the furniture was 3 plus months away from being delivered and my credit card had not yet been charged?! Customer service said i would be charged 2 shipping fees, but that it shouldn't be a problem to call back and get a one time "customer appeasement " as it was, " just an ottoman", and both were being delivered to the same address for delivery at the same time. She also said she would put a note in the computer. Trusting, i could get the 2nd shipping fee waived, i ordered the ottoman , though the additional $149 shipping fee for the ottoman on sale for $230 was excessive.
When i called back after both had been delivered (same truck same time) re getting one of the shipping charges removed, the customer service woman was extremely rude and argumentative, said , " we don't do that " and that she did not see a note in the computer. I requested to speak to a supervisor,and after having being placed on hold for one hour!with no manager ever coming to the phone, I finally hung up
I was lied to, just so pbk could get double shipping fees.
There is a reason,their website does not allow customer reviews anymore.I think they are an unethical company.
My takeaway is-
Buy from anywhere else,Crate Kids, Buy Buy Baby, Target, Amazon. It's just not worth it.

Awful company. Completely misleading - I ordered a crib in March which said it was in stock. We have a baby due early July so that seemed like plenty of time. After series of delays we keep getting told ‘our item is waiting to be released for shipment’ but then never hear any further developments. It is mid June and we still haven’t got the crib mattress. These actions are misleading the customer on purpose and should be completely illegal. I will never buy anything from here again.

I ordered nursey furniture back when I found out I was expecting (July 2021). As I'm writing this, I am still waiting on two items, one being the crib, and there doesn't seem to be an end in sight. I'm sure my son will outgrow the crib by the time we receive it.

Every time I call, I get the run around. "Its backordered, but we should be receiving a shipment this month" Month goes by, crickets, so I call again and get the same lousy response. Some even promise to call me back and I never hear back.

Really want to just cancel and take my money elsewhere, but reading reviews on how people get shafted on getting their money back makes me think otherwise.

Shame on you, Pottery Barn. Don't label your stuff as "high end" and treat your customers poorly!!

Hell. If I had to sun it up in one word, it’s definitely HELL. I’m still trying to get a refund on a rug shipped back after months of waiting, the incorrect rug arriving, refusal to cancel the replacement rug, weekly calls with assurances of cancellation, then the rug arrives 5 months later and I return and don’t think they will ever refund me. I hate them with every fiber of my being.

I placed an order at approximately 10pm on Saturday evening of Easter weekend. As of 5AM Sunday (Easter) morning, I noticed that the item, a highchair, had been placed on sale for $50 off – the highchair was also on sale through other stores as of Sunday morning. I attempted to cancel my order first thing Sunday morning, but Pottery Barn requires that you talk to Customer Service in order to cancel an online order. Since customer service is not available on weekends, I called first thing Monday morning. After sitting on hold with a customer service representative for almost 45 minutes while they tried to get a hold of a supervisor, it was decided that they would not honor the price reduction of $50 – nor could they cancel the order because it was already in fulfillment (even though the delivery date provided at the time of order Saturday night was over two weeks out). I was also told that I would have to pay shipping fees to return the item unless it arrived defective, which undoubtedly would eliminate any savings from the original vs sale price. I can understand not wanting to honor the sale price, but it is just frustrating that there is no way to cancel an online order without talking to a customer service representative, which is closed on the weekends.

I should have listened to my gut after reading so many reviews and not ordered, but here we are. This is the one and only time I have ordered from this company, and it will be the last. The inefficiency of the shipping and tracking system is the biggest complaint. The supply chain is an issue, but many other companies have worked around this issue, and have made it right for the end customer. Pottery Barn Kids charges a lot for their products, and when paying this kind of money, I expect top notch customer service and experiences. I ordered directly from the Leawood, KS location and was told this would be better than ordering straight from the website, as they would act as my customer service. I have had my single item order delayed and when I call, no one can give me a straight answer. Different systems show different tracking information, and none of them have a clue where my item is. Again, I say this to the entire Pottery Barn Kids company and the top executives, DO NOT PRICE YOUR ITEMS THIS HIGH AND DELIVER POOR CUSTOMER SERVICE. It will come back full circle. Figure your shipping, customer service, tracking, and overall operations in general out. Customers should never be last in the equation.

Horrible Company, Customer Service, and Employees.
Everyone associated with this Outfit needs to be RETRAINED and a New CEO.
Absolute Horrible Company in Every Way.. Period The End!

This company is pathetic! I just tried to return an item and they told me it was “final sale” and could not be returned! Where was this mentioned when purchased? No where! I am hearing about this for the FIRST time that this was final sale. I would have NEVER bought this blanket had I known! If your company has a ridiculous no return policy on certain items then there needs to be a warning that comes up when purchasing somewhere. I do not remember seeing “final sale” on this item, nor was it explained what that even means! I should not have been able to completely miss this important detail. Now I have an poor quality uncomfortable expensive blanket that NO ONE wants! No wonder the store closed near me, I will never buy from this company again.

WILL NEVER PURCHASE FROM THEM AGAIN

If I could give you less star rating I would. Unfortunately it doesn't let me leave anything less than 1

I ordered items in early November. I received one of my four items in late January, after making numerous phone calls. Received 2 other items four weeks later.
Rang about the last item was told that it had been shipped and would be delivered by 7 March. Three weeks later no item, made another phone call only to be told that the item hadn't been shipped and the operator couldn't tell me why I was told that it had. I then told the operator if the item is not received within 48 hours I would be contacting Department of Fair Trading. Explaining that this was the first time I had ever ordered from them and will NEVER purchase another item from them.

This company is disgusting with the excuses ranging from moving warehouses to pandemic to "wondering what is going on with the order hmmmm, let me send a email to the department".

After reading some of these other reviews, I am lucky I received my items. I wish I had read these reviews prior to placing my order.

Here is where the baby dresser should be.. as you can see I do not have this product so my changing pad sits on the floor. We have been waiting since last year and our baby is now over a month old with still no delivery in sight. We have called numerous times with no resolution. This item cost over $900 with out shipping included! And shipping cost is over another $100+ and is pointless to pay because you will never actually receive this item. Customer services was pointless. We spoke with the “manger of leadership” and apparently there is no higher ups to speak to after that. They offered no resolution discount or shipping discount for the time and aggravation spent being lied to and trying to track this product down for months! Yikes save your money!! Hopefully this saves another mom from going throw what we just experienced. Worst company to try and work with!!!