Most helpful review

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Verified Reviewer
New Reviewer

Bad service

Bought an item for my granddaughter for Halloween in September. It was a trick or treat personalized cat bag. Item was initially shipped in September then somehow got lost . Then reordered & was suppose to be delivered Oct 10-13. I checked the tracking number & date moved to March?? Well that wasnt going to work since it was suppose to be for Halloween . Terrible service ! Difficulty getting a live person on the phone. Will never buy from them again

User's recommendation: Check when they’ll deliver before you buy.

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ID
#2997857 Review #2997857 is a subjective opinion of poster.
Cons
  • Very poor customer service
Preferred solution
Apology

Place order

I wanted to place an order for a childrens sheet set and wanted to know if there were any discounts available. I was told my coupon had just expired, which I must have not seen or received. I also inquired if there was a senior or military discount, but there was not.

User's recommendation: Wait for a coupon.

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ID
#3207638 Review #3207638 is a subjective opinion of poster.
Location
Staten Island, New York
New Reviewer

Cancel order

Original review updated by user Mar 02, 2021
Ordered on 11/25/2020. Still not received. Was ordered for his granddaughter for Christmas but he passed away before it was ever received. I do not want the chair that was being shipped, he wanted the chair we ordered. Supposedly the 3rd chair shipped. This was not the chair we wanted. Absolutely devastating. Im hoping I can find something comparable. Never again would I order from this company.

User's recommendation: Do not order from here.

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ID
#2441627 Review #2441627 is a subjective opinion of poster.
Product
Pottery Barn Kids Chair
Cons
  • Never sent after 3 tries
  • Lack of delivery
Loss
$250
Preferred solution
Full refund

Not satisfied

Ordered a dollhouse for Christmas gift . Decided to open it to make sure there is no damage . It was damaged on one window . Was over the 30 days by 4 days so they wont replace it . Pretty sad . Just make sure when you receive any product to open it within the month . Lesson learned

User's recommendation: Open ASAP.

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ID
#2225536 Review #2225536 is a subjective opinion of poster.
Location
San Antonio, Texas

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Verified Reviewer
New Reviewer

Merchandise card has not arrived 6mths + over 10 calls/emails later

Returned a gift for merchandise card and it never arrives. Customer service cannot do anything other than repeat the mistake of voiding the old card and issuing a new one. All manner of errors occur, from forgetting to void to forgetting to issue a new card. Why is there no escalation path???

User's recommendation: Return gifts instore so they can issue a card on the spot.

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ID
#2123611 Review #2123611 is a subjective opinion of poster.
Product
Pottery Barn Kids Gift Basket
Pros
  • Items available for purchase
  • Cute stuff
Cons
  • Lack of real solution
Loss
$150
Preferred solution
Deliver product or service ordered
New Reviewer

Terrible customer service

No resolution for quality issue on a furniture piece

User's recommendation: Buy from another company!

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ID
#2031828 Review #2031828 is a subjective opinion of poster.
Product
Pottery Barn Kids Bed
Pros
  • Attractive styles
Cons
  • Poor customer service
Loss
$400
Preferred solution
Replace bed siderail or whole bed
New Reviewer

Terrible and confusing payment online DO NOT BUY ONLINE

I ordered a blanket which I guess was backordered with my credit card and thought I paid the 59 dollars the day I purchased it online. Little did I know this was going to lead to preauthorizations and 10 day holds on the credit card for 6 weeks with the card saying it was charged then being refunded until the item was shipped. It became really confusing and really annoying. After calling customer service and wasting an hr trying to get through and having the call drop and emailing several times and having to track all the charges on the card to make sure it did not get charged. It was a waste of time and a huge pain in the butt and got a bit confusing. They really should just charge you at point of purchase, it is ridiculous. DON'T BUT FROM THEM .PlPlenty of other places to get pretty baby blankets where they answer the phone.

User's recommendation: Do not buy from them.

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ID
#2015447 Review #2015447 is a subjective opinion of poster.
Service
Pottery Barn Kids Customer Care
Pros
  • Items available for purchase
Cons
  • 10 day hold on credit card
Preferred solution
Deliver product or service ordered

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Verified Reviewer
New Reviewer

Incompetence and Broken Promises

I purchased the Catalina Twin-over-Twin bunk bed for my son as a Christmas gift. I placed the order on December 2. My estimated delivery window was Dec. 9 - Dec. 23. As Christmas neared, I called Pottery Barn (PB) for an update and they said I should expect a call either Dec. 24 or Dec. 26. I received no call. On Dec. 30, I called back and spoke with a woman named Jodi. She assured me PB would straighten this out, apologized, and told me someone should have already called me to set up my delivery. Jodi went ahead and scheduled the delivery for Jan. 3. My wife rearranged her schedule to be home for the 9 AM to 11 AM delivery. Nobody ever came in spite of the fact the Track Your Delivery link in the email said the delivery person at one point was 10 minutes away from our house. Having heard nothing, at 2:30 PM my wife called to inquire. She was told they were missing a piece and would not be coming. This was completely unprofessional on the part of PB. My wife waited 3.5 hours past the end of the delivery window when all along PB was never planning on coming and never bothered to let us know. Days went by without hearing about rescheduling so I reached back out to Jodi via email. Jodi said the PB system showed the product had been delivered on Jan. 3 (the day they never came!). When I informed her it hadnt actually been delivered, she told me to stand by and somebody would call me. Of course, nobody called me. On Jan. 8 I called back and was told my delivery wouldnt happen until later in the month because a piece was still missing. I asked to speak to a supervisor about a refund. Of course no supervisor ever called me, but PB set another delivery date of Jan. 11. PB finally delivered the product on Jan. 11 nearly three weeks after the last day in the original estimated delivery window. I reached back out to Jodi requesting a full refund. SHE TOLD ME POTTERY BARN WOULD GIVE ME A FULL REFUND. On Jan. 27, PB refunded me $640.39 of the original $1,067.86 purchase price. I again reached back out to Jodi about why I was not given my full refund, and she never was able to give me an answer. I eventually called PB back again on Feb. 14 and demanded to speak with a supervisor. For the first time in this entire saga and despite repeated requests to do so I was finally able to speak with a supervisor, Courtney **. She asked me to send her the email correspondence with Jodi in which Jodi promised me a full refund. I did so. I never got a response and had to send Courtney multiple emails over the course of two weeks before she finally responded that Jodi made a mistake in extending to me a full refund, thus PB would not honor the full refund promised to me by one of its employees. Rather than bending over backwards to make things right (like any reputable company would have done by now), PB decided to tell me that it will not stand by representations made to its customers. Its word means nothing. My wife and I have spent countless hours either on the phone, conversing over email with PB and its employees, or waiting for a delivery that never came. Every single employee that touched our purchase should be reprimanded and retrained on every aspect of their job. All I asked for was a full refund one we were absolutely entitled to AND promised by Pottery Barn. Even if we get a full refund, the amount of time taken away from our jobs dealing with this mess would mean we would have still lost money on this experience. It is time for some accountability at Pottery Barn.

User's recommendation: DO NOT SHOP HERE.

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ID
#1915233 Review #1915233 is a subjective opinion of poster.
Product
Pottery Barn Kids Catalina Bed
Cons
  • Incompetence
  • Lack of real solution
  • Customer service
Loss
$427
Preferred solution
Full refund

Defect products

Pottery Barn Kids - Defect products
Pottery Barn Kids - Defect products
I purchased two anywhere chairs twice for my children. And both times the sponges inside get fall a part and have small power falling. That was the reason I purchase the second one and after purchased the second one, I talked to the customer agent and they advised me to take pictures and email them, so they would replace them for free. Thank you for your understanding and support.
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ID
#1888292 Review #1888292 is a subjective opinion of poster.
Location
Honolulu, Hawaii
New Reviewer

Save yourself the hassle and buy somewhere else

They canceled my first order. Then I called to reorder and they charged me $600 more for the same item! I told the rep, her name was Lisa, that this item had a Black Friday discount. Her reply. “That was then. Today there’s no discount.” I went on the website and surprise, surprise. The Black Friday discount was still being advertised. Shipping was $149 previously. This time it’s $249. What in the world? Did the box get heavier? And I it’s still on backorder. They keep changing the date. First it was one month. Now it’s two months. My grand daughter has been born and doesn’t have a crib! My experience with customer service was horrible! I have never in my life experienced such a thing. Usually, you get what you pay for. I paid $1200 for a crib but I could’ve gotten better service at Walmart. Pottery Barn Kids, you should be ashamed of yourselves. Is anyone even reading the reviews at your company?
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ID
#1719783 Review #1719783 is a subjective opinion of poster.
Service
Pottery Barn Kids Customer Care
Cons
  • Customer service experience
  • Horrible customer service
  • Refusal to give price adjustment
Reason of review
Poor customer service
Loss
$1600
Preferred solution
Let the company propose a solution

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer
New Reviewer

Never order PBK online - did not refund my cancelled order

On 11/6, I ordered a bed for my son for his new bedroom - he’s having surgery in December and we promised a new bed for surgery recovery and Christmas. On 11/20 I called for an updated status for delivery and was told that my product was no longer available and would not be coming. I was not made aware of this and my online confirmation still stated that my order was awaiting more items at the delivery center. At this time I was offered a $254 credit and that my order would be refunded. My order was never refunded. On 11/23, I called customer service to find out that my credit card was still charged and that the refund had never been processed for a product that is no longer available. The customer service representative stated that the only thing she could do for me was make sure my order was refunded because someone had already gone above and beyond for me. She then told me that my refund for a product I was not receiving should “hopefully” be approved by a supervisor. 1. A product I ordered was cancelled and I was never notified until I called to get more information 2. My card was not refunded for a cancelled order that I never received the product. 3. I was told that my refund to my card for a product that is no longer available and I WILL NEVER RECEIVE will be “hopefully” refunded to my card. Hours on the phone and several phone calls later and my son will still be without the bed he chose.
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ID
#1714959 Review #1714959 is a subjective opinion of poster.
Service
Pottery Barn Kids Customer Care
Cons
  • Did not process refund for cancelled order
  • Lack of delivery
  • Cancelled order with no notification
Reason of review
Problems with payment
Loss
$2404
Preferred solution
Let the company propose a solution
New Reviewer

Do not buy their backpacks!

My kids have been asking for a new backpacks for the last two years. I finally caved, even though their Lands End was still in mint condition, and let them pick out pottery barn ones. Double the price and 4 weeks in use the first one has a rip at the seam, the other the chest buckle is unraveling and broken. I call customer service today, and was told that it was past the 30 days or return window. I understand that they want returns in a timely fashion. However, if a product is defective and breaks it should be replaced. I'm not asking for my money, since they already have the matching lunch boxes. I'm asking for them to stand behind their products. I cant believe I paid so much money for such a cheaply made product. The first time I was told it was past the 30 day return window nothing could be done. The second I was told I could to an exchange, they would send me a label. Four days later no label. I keep calling and getting the it takes 24 hours to show up. Next backpack we are going back to Lands End or L.L. Bean. NEVER EVER AGAIN!
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ID
#1682186 Review #1682186 is a subjective opinion of poster.
Pros
  • Cute designs
Cons
  • Terrible return policy
  • Do not stand behind the quality of products
  • Overpriced brand
Reason of review
Damaged or defective
Loss
$168
Preferred solution
Either take back all their crap and send replacement, or give me all my money back
New Reviewer

Fantastic customer service- backpack fail that was corrected!

I ordered a doodles backpack for my daughter. Within three weeks my 64.00 purchase was falling apart. I contacted PB even though it was past the 30 day window. I always buy the kids backpacks at the end of July but we don’t use them until September. I sent pictures after contacting PB who said since it was a quality issue they would look into it. They sent me a pre-paid label and my daughter had her new bag in TWO days!! I sent the defective one back and I’m truly grateful they seen what my frustrations were with this bag and everything breaking after such a short period. Thank you Pottery Barn for making this right. We’ve bought your backpacks ever since my girls started pre-k and they are in 4th and 5th grade. We always look forward to the vast selections and astonishing quality. Mistakes/errors happen, but thank you so much for making it right!!
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ID
#1676975 Review #1676975 is a subjective opinion of poster.
Service
Pottery Barn Kids Customer Care
Pros
  • Cute stuff
  • Items available for purchase
  • Good product
Reason of review
Honest return, exchange or cancellation policy
New Reviewer

Lock if customer service and wrong item twice!

Pottery Barn Kids Team, I’m truly disappointed in the level of guest engagement your team has provided when dealing with trying to get a suitcase for my daughter’s birthday. I placed an order on August 23, and was told it would arrive by Sept. 8. When it came in, it was the wrong name on it-it had “SSG” instead of My daughters name. The rep stated that she would rush order it to get it there for my daughter’s bday. The next day, the rush order was cancelled per “customer request.” After another phone call to Pottery Barn and another 30 min on the phone, they completed the order again and “guaranteed” that I would get it by Sept 12 and that they rushed it. Multiple emails, phone calls, etc. later, it did not arrive on Sept 12. Fast forward to 9/24, where I received the item finally. My daughter opened it right on the front porch, as she was so excited about her new suitcase. It was the wrong item, and the wrong name. A unicorn suitcase with “Annalise” instead of a heart suitcase with my daughter’s name. Now I have a child who is so excited about this suitcase that isn’t hers…Another phone call with customer service and I’m told to send this one back (another trip to UPS), and I will get a new one at some point. I decided to cancel the order, yet, pottery Barn won’t even process the return of the item I never received properly until they receive this wrong suitcase back and wait 7-10 days. I’m told to check and call back again to make sure I’m credited. I’ve talked to multiple agents, exchanged multiple emails, Facebook requests, and phone calls. I don’t understand how a service based company like Pottery Barn could have such poor customer service, especially when a guest has been disappointed a first time. It should not take a guest having to call 5+ times to get information, and then still get the wrong item. I love Pottery Barn products-my beds, duvets, sheets, curtains, chairs, sofas, etc. are all Pottery Barn. My daughter has countless items from Pottery Barn Kids. While I haven’t encountered an issue before (other than backordered items), the way that you handled a disappointed customer and your lack of follow up makes me question my decisions in purchasing for the future.
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ID
#1663546 Review #1663546 is a subjective opinion of poster.
Cons
  • Lack of delivery
  • Not as advertised
  • Send wrong items
Reason of review
Problem with delivery
Preferred solution
Full refund

List items online that are not available!

More than once, an online order was listed as in stock and shipped but never came. Customer service told me “customers have a risk of products on sale not being fully stocked and that’s a risk they need to take”. Multiple times order was cancelled by Pottery Barn Kids weeks after being ordered due to being out of stock. Also used my rewards and they said I’m not eligible to get them back even though they were the ones who cancelled the orders! Additionally, the items that are out of stock are still listed on their website as available. This is theft!
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ID
#1660887 Review #1660887 is a subjective opinion of poster.
New Reviewer

Need a receipt

Short conversation with customer service & all taken care of. Thanks very much
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ID
#1660392 Review #1660392 is a subjective opinion of poster.
Service
Pottery Barn Kids Customer Care
Reason of review
Good quality

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