Potterybarnkids Avaliações 

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.

If I could give 0 stars I would. Horrible customer service and employees who do not know the company return policy. I was told on two different occasions that I would get a credit card refund for a broken chair I purchased. When I called today the manager told me only a store credit can be issued. The manager was no help and when I asked to speak with her boss she told me she can't give me that information because it is private. I understand the chair was purchased last year, but when two employees tell me I will get a credit card refund I expect to get a credit card refund. This was an error made by Pottery Barn, but the employees have zero accountability.

We’ve had terrible customer service with Pottery Barn Kids UK. We placed an order on 18 August for a cot bed and matching dresser/topper combo. We received confirmation of delivery of our items but we’re then told on 4 Sept that the dresser set was out of stock and that they expected back in stock “shortly”. We emailed without a response and so called the helpline who informed us the only out of stock item was the topper for the dresser (purchased as a bundle) and that this would be back in stock on 15 Sept. We agreed to wait till then but in the meantime, received a separate email telling us we wouldn’t receive the item till 14 October.

I immediately called the team again and requested that the bundle be split, the dresser arrive now and the topper be sent in October. They had to check with their support team on this and would confirm in 1 hour. An email was received saying it would not be 1 hour but actually a few days to get a response from the UK support team.

A few days went by and I called again. I was then informed that the process was actually 5 days to hear from the UK support team.

5 days came and went, I called again and asked to speak to a manager. The team lead was “on break” and would call me back.

No one called back. Two days later I called again and was told that there was no team lead, that their escalation process was to email a manager and expect a response in 24 - 48 hours!

I am still waiting for conformation from the UK support team or a manager on what can be done with this order. Our baby is due in 2 weeks time and we really wanted this piece of furniture in place by then so we have somewhere to change him.

I am so disappointed with this service and at no point has anyone offered an apology or an acknowledgment of fault.

Do not buy anything from Pottery Barn Kids, if you wish to actually receive your order.
I purchased multiple items over 25 days ago and have not received any products or shipping information.
They will not refund the money and can not confirm when the items will be sent.
The customer service representatives are rude and have refused to confirm a date the items will be sent or a refund.

I couldn't go for my dear friends baby shower because of covid risk so I thought of making up for it by gifting her a pottery barn kids gift card. Ordered it Aug 16, and four customer service calls and a facebook messenger complaint later, I still don't know where that darn gift card is! No one in the company knows! Apparently they have no way to track the gift card which was sent through USPS. What, are we living in stone age??
Beyond frustrated with this experience. They've permanently lost my business.

They suck. Order and delivery disaster with no refund. Customer NO service. Don’t waste your money and buy somewhere else. This is why I choose Amazon. They are always accommodating, ship on time, deliver on time and if there is an issue they help. Pottery Barn Kids does not.

If I could give them less stars I would. This is the worst experience with customer service I have ever had. We ordered our crib and baby dresser in May. Our baby was due in October and they said it would come in august. We took the day off of work for when it was scheduled to be delivered and the day before they send us a notification it won’t come until March of the next year! Customer service keeps passing us around and telling us there is nothing they can do. DO NOT ORDER FROM THEM

Horrible/ poor quality of backpack for the value we pay. They have worst customer service representatives, extremely rude on phone call. Absolutely do not recommend Pottery barn to anyone and will never shop here again.
Orders always arrive late.
Quality of backpack and lunch bag is poor, stitching came off on day 1 itself.

I ordered a crib in May. First estimated delivery was beginning July, then end of July, August and now end of September. By the time we receive this crib, the baby will probably be a toddler. Customer service doesn't give any information.
Will never order again!