PotterybarnkidsReviews of potterybarnkids.com

They are the worst. I bought two bookshelves from them, and the products had defects. The paints started chip and crack and they just sent a replacement to replacement the cracked part and asked me to return a 140lbs bookshelves to UPS. It was a disaster. To my surprise, they charged me for the returned shipping. If that wasn't bad enough, the replacement started chip again and they asked me to return both bookshelves. Now I am supposed to find boxes big enough and pack them and drop them off to UPS. They are the worst ever. Their customer reps are horrendous. If you email them, you will have a different rep reply every time with inconsistent replies. AVOID THEM LIKE A PLAGUE

What a horribly unreliable company. All of their items are backordered for months and when you expect it to come after waiting for months and months, they then send you an email after it's a few days late saying that it will be another 3 MONTHS!! Do not buy from this company. They are truly awful. Even nursery items are extremely delayed. You're trying to put your nursery together before baby comes? Well, learn from me and don't order from pottery barn or you will have a baby AND NO NURSERY!!!!

Horrendous customer service, I placed an order for furniture and the next day I emailed and called to change it couldn’t not get hold of anyone, phone line doesn’t work on website. They emailed back a week later after several emails and calls and simply told I can not change or cancel the order sorry. Now my order is in limbo and they’ve kept the money pending?? DO NOT SHOP!! Should have gone to John Lewis!!!!

do not subscribe to them, they will not unsubscribe you. I have reported it, but still get daily emails.

The phone service was horrendous and when my product came to my house it arrived slightly broken!

Absolutely a complete joke. I ordered a diaper bag for a friend's shower. It showed up without the shoulder strap or hook attachments, making it just a tote bag, and not a very cute one. I reached out the day it delivered and explained that they needed to do an inventory check to ensure that this wasn't what their inventory actually was and their imagery needed to be updated. Alas, they simply told me they shipped a replacement and didn't indicate that the replacement would be any better. Whatever, fine, the baby shower is this weekend so at least I'll have tried. I shipped the first one back with the return label they sent me. When the replacement still hadn't arrived the day before the shower, I tracked it to make sure it was arriving. It wasn't, they just chose to cancel the replacement without saying anything to me. Also without giving me a refund. So now I'm out $129 for a diaper bag that can't be used as a diaper bag and I don't even have that mediocre bag to give for the gift.

TAKE CAUTION SAFETY WARNING I bought two Pottery Barn Kids Larkin cribs for my twin sons in November 2017. The crib is advertised as being a 4 in 1 crib so you can buy additional conversion kits to convert to a toddler bed etc. My sons are now 2 1/2. They started sleeping in their respective cribs at about 9 months old. I ordered the conversion kit to a toddler bed and in preparation for doing that I noticed that both the mattresses seemed to be sinking in the middle. I took the mattress off and examined it- there was no evidence of sinking in the middle. I then looked at the actual crib spring frame that the mattress sits on in the crib. The actual frame is warped and completely sunken in the middle. I looked at all the springs and they are not warped or stretched in any way. I called customer service twice. The first time I was told by customer service that this is to be expected and the crib is two years old and the bottom wire frame will stretch out. I replied I was confused by this since they market the crib to be used throughout childhood and that the conversion kit to transition to a toddler bed requires me to use the same metal frame which is severely sunken in the middle. She stated that I could just buy some aftermarket wooden slats and put them down but that they will not replace that piece nor will they allow me to buy that piece again. I asked to speak to a supervisor at that time and was disconnected. I called back the next day and waited over an hour for a supervisor. This supervisor was named Suzanne. She also told me they will do nothing about it, and she has heard no complaints of this nature. I said I have been a long time customer and I am happy to send you pictures or that piece back to show you. She said well it could not possibly be a defect and had to be due to my children jumping in the cribs. I replied that makes no sense if your are a children furniture company and you advertise this to transition throughout their childhood that it will not even hold up 2 years. My children each weigh about 30 pounds. She then told me that if it was her and she had bought the crib she would just move on and buy a new bed. I told her I think that is ridiculous because I paid 1000 dollars for each crib with the expectation I could use them for years. She stated she is just not the " type of person who would complain to a company she would buy a new bed and keep it moving." She then agreed to let me return the toddler conversion kits I bought as obviously I cannot use them with a completely sunken in metal support piece for the mattress. They refused to do anything else and seemed to not care at all about my children safety. I have filed complaints with safer products.gov and BBB. Please be warned, because this could be a serious child safety concern as well as bad for your child's back.

I ordered a crib, mattress, and changing table from pottery barn kids on May 30 for my baby due in early September. We received one update from them in July, letting us know that the order was delayed to end of July/early August. Upon calling, we realized they had everything but the mattress, but were holding it all. We asked them to split the order so we could start to get baby's room together. We received the changing table but never got any update on the crib. Over the next month, I called them more than 5 times. I was assured every step of the way that I would get calls back, delivery scheduled, and get the crib before baby came. Two weeks before I was scheduled to go to the hospital, a rep promised me I would have the items in 7-10 days. A week later, another rep promised I would be getting a call to schedule delivery in two days. Three days later I was able to schedule the crib for delivery for four days after my baby was scheduled to be born, but only by cancelling the mattress order. When I tried the direct line to the person that had been helping me to get a refund for the cancelled mattress, it did not work. This has been an unacceptably difficult process, and I would strongly suggest never ordering furniture from this company.