Potterybarnkids Reviews 

I wish I would have read these reviews before ordering my son’s bunk bed. We ordered on December 31, 2021 with a delivery date set for January 17th. Three days before delivery we were told delivery would be postponed because a part was missing. Finally rescheduled for February 18, 2022 and they showed up missing other parts. They were not able to put his bed together. My 4 year old comes home from school excited about his bed and is now crying. Now having to wait all weekend to find out if they can get it here sometime. Meanwhile, my husband took off work to be here and took my son’s current bed down which has to be put back up!! Stay away from ordering furniture from Pottery Barn kids!!!

I ordered my daughter a bedroom set in March of 2021. It is now February 2022 and we still have not received it. Customer service will not tell me why it is taking so long, they just keeping pushing the delivery date back.

Lie about delivery dates and just make excuses about delays without ever notifying you.

Emails ignored, ordered sale items and was charged full price for them

I cancelled my order for my babies cot matress back in November 2021, as I had recieved multiple emails saying there weren't any in stock and they would be delayed. Needing a mattress for her cot ASAP as she had nearly outgrown her bassinet I called pottery barn kids for a refund.
After calling 7 times to follow up the refund, and being notified each time that it will be in my account in 7-10 business days, I am yet to see any money returned almost 3 months later. This company is blatently stealing from customers that are not recieving their products! Personally I will be taking this further as $650 is quite a bit of money. As a new mum with little to no time as it is with a newborn, this is the absolute worst experience I have ever had with a company, which is a shame because the furtniture is great quaility. I will never shop at PBK again, you have lost a very loyal customer!

Ordered a baby blanket in November and the delivery date changed every couple of weeks , decided to call on 8th of January and get a refund as latest due date is end of February, even though its showing available to ship on their web site .I have made numerous calls and been promised the refund has been done and i have still not received it.Its such a shame they give this extremely poor service as the products themselves are such good quality .Would never buy from them again online .

I ordered a stroller for my soon-to-be-born baby. Waited almost a month just to get an email from Affirm that my order was canceled. Pottery Barn Kids didn't send me an email or anything. At least have the decency of sending an email. Won't be buying anything from them ever.

Probably the worst place to buy baby stuff
Very overpriced and deliver £12 for a small item which will take 5 days to get delivered.
Customer service is a joke
Would never buy here again.

Terrible customer service claiming a warehouse transition is the reason my 5 year old doesn't have her bunks. They say they will call you back they don't - I have been advised several times we will get the bunks before xmas 2021 - and no, we didn't and still don't.
The last call they thought the bunks were sent months ago... how hard is it to be a retailer and keep track of what you have and haven't delivered. The USA staff are nothing but rude - worst service ever

Horrible horrible experience! I ordered a loft bed with white glove assembly. Couple years later we were moving and when we disassembled the bed, all the pegs that were supposed to be holding the rail were BROKEN! I got lucky that my daughter didn’t get injured! I was then stupid enough to buy another bed from them. This time - it’s delayed by a MONTH! Waiting for an imaginary part that doesn’t exist! And I can’t get bed or my money back so I can buy another bed! This is a disaster!!!!! I’m NEVER BUYING from PBK again and I implore you not to! It’s the worst experience I’ve ever had with any furniture companies!
UPDATE: PBK eventually refunded the fee.

Cancelled my order due to a price error but never refunded me.

I ordered a personalized stocking on Nov. 13. Well in advance to get early enough for my grandsons first Christmas. Originally estimated delivery was Dec. 3 well the updated estimated delivery is now Dec. 21… extremely disappointed!!! Customer service does nothing to help. Basically your beat!!! I will never order from pottery barn kids again.

Probably the worst customer service I’ve ever experienced. I would never buy from them again, which is a shame as the product is nice. I ordered a desk and hutch for my son, paid for delivery and assembly. When it arrived and the guys were assembling it, they found 3 different pieces that were cracked and it had to be sent back. The order was cancelled and a new order placed by customer service, who spoke to me like a robot and didn’t even really apologise. Waited a couple of weeks for the new one to arrive (they said they couldn’t prioritise the order even though it was their mistake), and when it came, the delivery guys said they hadn’t been booked to assemble it. So the customer service person has forgotten to book that in, even though I had paid for it. Rang customer service again - same robotic person on the other end of the phone - who didn’t apologise at all. They have only refunded me £20 of a £100 delivery and assembly fee and say they won’t refund anymore! After all that! What a joke. I’ll never use them again.

Absolutely horrible customer service no matter who you speak with and no matter what role they are in. I placed my first ever order at Pottery Barn Kids. The few times I called in, each representative answered like he/she was either mad at the world or like he/she just woke up. I called in for a price adjustment and was told by one rep that they cannot adjust prices after it’s been shipped. Therefore, they would give me a merchandise gift card for the difference. She transferred me to the other rep that would handle those situations and that rep said they do not do that. I spoke to a supervisor and she told me there was nothing she could do for me even if I was misinformed. I will never give business to pottery barn kids, pottery barn nor west elm (apparently they are all under the same umbrella).

Ordered bedroom set in early August. Despite "estimated" delivery in 2-3 weeks (Aug 21-28), they just kept pushing back the date for weeks on end. Finally partially delivered a month late, late Sept.

Night stand was cracked and footboard was unpainted. Replacement requested from delivery team, assured replacement would be placed. Days later, nothing happened. Contacted customer service who claimed no record of any problem, but put in a replacement order, "expected" delivery in mid-October.

Now it is November, still haven't received footboard or nightstand and their web site won't even display an estimated delivery time.

Summary: Order placed three *months* ago is still not delivered with no hope of delivery.

I purchased an item (almost $200) that broke within 1 day of use. Returned it per PBKs instructions and over a month later still don't have my money back. They claim they've refunded it but can't and won't prove it. I've asked for a refund receipt, date and time of transaction all to no avail. I paid with PayPal and finally just filed a dispute as I have no other options and I've called at least 5 times and typically get outsourced which is a whole other problem!

Awful experience!!! Do not order anything online from potterybarnkids! I had to cancel my order after 1 month of getting wrong and mixed information with so much frustration! Yet they fail to even give back my money! Worst online order experience ever! Very disappointed!

Just had the absolute worst experience with customer service at Pottery Barn kids. I placed an order October 14. The order was canceled by Pottery Barn. I did NOT receive notice of cancellation. The order should have been delivered this week, so I went to check the status and discovered it was canceled. I called customer service to find out why. At first, I was told fraud. I called the bank to inquire, especially since no notification from the bank of fraud. The bank stated no fraud has been noticed and there was a hold placed for the amount of purchase, but then never processed by pottery barn, so I called customer service back. During my conversation she informed me all the information was correct, so she suspects it was canceled due to them running out of stock. She did try to assist me to see if the items could be reordered but they’re not available and it could be months. I also searched on other sites and am unable to find the items. Then customer service said I would have to talk to collections to find out why it was canceled. They wouldn’t transfer me, but I would have to call. She gave me the number, so I called collections. The lady there stated she can’t help me, we would have to call the editing department. So, We called the editing department. All of our information on both billing and shipping was correct. Correct name, address, phone number all matched, so pottery barn canceled the order when it shouldn’t have been and without any explanation or notification. At this point, We asked to speak to a supervisor. The lady said we would have to call customer service back to speak to a supervisor. The person that answered the phone hung up after a supervisor was requested. We called again and were able to get a supervisor, but all she was absolutely no help and stated the items aren’t available so just go and order something else…

Is she serious?! We ordered a specific item for a reason, if we were okay with something else we would’ve ordered that from the very beginning!

Then she tells us we’ll call editing back and tell them to push it through?! Sooo, again I ask how can they push it through if it’s not available. Her answer again was well that’s why I’m telling you to order something else.

After hours spent on the phone and a whole day wasted, I still don’t know why my order was canceled and I still can’t get the items I ordered. This is my first baby, and I need the car seat. This is one of the most important purchases for a baby. I will no longer do business with pottery barn or any affiliates.

I've had an amazing experience with PotteryBarn Kids. I purchased a floor lamp with glass shades from them and accidentally shuttered one of the shades myself a couple of months later. I wrote to the customer support asking if I could purchase these shades, but they instead sent me a set of shades for free, knowing it was my fault. If I can count on them standing behind their products to that extent I'll keep buying from them for sure. Thanks PotteryBarn, great job!

We had ordered a crib from PB Kids in May of 2021. It said it would be delivered in July. It kept getting back ordered for an additional month every time the delivery date had passed. Once it said the delivery date was back ordered til past our due date (which is the end of October 2021) we decided to purchase a crib in store that was in stock. It was very similar and we ended up paying about the same amount. The reps in store told us we could easily cancel our online order for our original crib and the money would be refunded to our credit card. The first time I called customer service to cancel our original order, they told me I couldn’t because the order had already been processed in the warehouse and was preparing to ship (which it had said for months). I decided to try again a different day, this customer service rep told me I could cancel the order and my money would be refunded to our credit card. I waited 3 weeks and still saw no refund. I called again and asked if the refund was issued, and they said it has not been issued and that they could only give me store merchandise credit! After I explained that we purchased a different crib from PB in store and that I would not accept store credit, she agreed to refund the money to my credit card. Still waiting for the refund. Terrible experience, and I’m still hesitant that I will never receive my money back and that I’ll end up paying double for a crib.