Potterybarnkids Avaliações 

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!)

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.