Update by user Nov 13, 2017
So, it turns out that after 14 days I was finally able to talk to someone from PBK customer service. Her name is Annette.
I told her my issue with the bunk bed and said that in order to this nightmare to be over, I wanted to return the bed. She just said, I`m sorry and started putting the order to return. I asked when someone would pick it up and she said she didn't know!!!!! The delivery company will contact me or if they don't I have to contact them.
My Gosh, this is unbelievable, it's so disrespectful with a customer. My kids don't have a proper bed for a month. I can't even vacuum their room because the 2 beds were left side by side and we can't move it around since there are missing screws. Everything is a mess and now I don't even know when they'll pick it up.
PBK turns out to be the worst experience I ever had in buying something. I wish they treated their customer with more respect!
Original review posted by user Nov 09, 2017
I bought a bunk bed for my kids a month ago. The guys who assembled the bed, assembled wrong.
I called PBk to complain and after 2 weeks some other guys came to try to fix it. They said the bed was damaged and unsafe to my kids, so that I should ask for a new one. They left the bunk beds unassembled in my kids room and told me their supervisor was going to contact me. Well, he never did.
I tried to contact customer service and either they don't reply properly or they keep transferring the call to others. I tried customer service online and the guy who once spoke to me, doesn't reply me anymore.
I feel so frustated and disrespected. My kids are sleeping on a mattress on the floor and I can't get this situation resolved.
Product or Service Mentioned: Pottery Barn Kids Catalina Bed.
Reason of review: Poor customer service.
Pottery Barn Kids Cons: Awful customer service.