PotterybarnkidsReviews of potterybarnkids.com

I ordered a kids chair and had it sent to another address , the system kicked me out and had it sent to billing address.... tried to call and took an hour and half to reach anyone then was told it’s to late to do anything. This was a Sunday and hadn’t even been sent yet. Bad customer service so done with pottery barn.

BUYER BEWARE!!!! I tried to place an order for a 15" Avengers backpack and when I entered the personalization the website changed the size of the backpack to mini. Today I received a tiny backpack and when I called customer service to ask them to replace it they said that since it is personalized there is nothing they can do about it. The lady in customer service was very rude and could care less that I was out the money. I should have known that this would happen since I caught them trying the same thing with the water bottle I had ordered after the backpack. I selected the regular water bottle and when I personalized it the website changed the size to large. I noticed the discrepancy after the order had been placed and was able to call to change it, but it did not occur to me that the same might have happened to the previous order. I will never order from this company again. They are trying to trick people into buying incorrect personalized items so they are forced to spend more money to receive the item that they need. That is just bad business.

I bought a dresser/changing table for my baby from pottery barn kids. I put the order in over 8 months ago. When I purchased the dresser, they said that it would take 2 months to fulfill the order. That was perfect because it synced up with the time my son would be born. As soon as the two months was up, I did not receive my dresser, I look at the status of my order and it turns out it is pushed back 2 more weeks. Fine. 2 weeks later its pushed back another month....okay.. The month rolls by and it says another two week. This cycle goes on over the next 8 months and still no table! I gave them a call 5 weeks ago (7 months later) to figure out where my dresser is and what is the hold up. The woman tells me that they are waiting for the manufacturer to fulfill the order and as soon as its done they will ship it out. If they can't fulfill the order because they don't have the product, I would call that SOLD OUT. Don't just take my money, give me numerous dates of delivery, and keep pushing it back, and just call that a "backorder". You don't have it. Its sold out. Apparently they're waiting for Jesus himself to rise back up and make this freaking dresser. When I confronted customer service, she said she would send me emails regarding my order, when there is movement, and notes about our call and all this other great stuff. I haven't received one thing. Honestly one of the absolute worst companies I've ever had to deal with. If you don't have a product, CALL IT SOLD OUT! Don't just steal your customers money and not deliver, then blame it on the manufacturer.

We placed a custom furniture order for a glider/ottoman pair for our baby’s nursery on 11/7, and at the time we were told the items would ship between 12/21 and 1/4. We were calculated in our fabric selection, picking an option that was guaranteed to ship (or so we were told) well in advance of our son’s due date. In fact, we changed our selection to secure that delivery window as our first choice of fabric would not be available until the spring. Our original 2-week shipping window has now elapsed and despite 5+ phone calls to the Pottery Barn Kids Customer Service Desk, multiple emails, and a call directly to the Williams Sonoma Upholstery department (the PBK Furniture Department provided me their number directly, making this my responsibility to run down), we’ve received no updated information. We’ve been told each and every time that it requires 3 to 5 business days to receive updates from the 3rd party manufacturer, which I’ve come to learn is operated by sister company Williams Sonoma. That 3 to 5 day time frame has now come and passed multiple times with no additional input from any party. No one I have spoken with can tell me where my order is in the production process (I’m not certain the manufacturer has even acknowledged it!), much less when it will be delivered to my home. Keep in mind we’ve already been charged in full! I’ve asked repeatedly to speak with a manager, and to-date that request has gone unfulfilled. I’ve asked repeatedly for additional contacts or avenues by which to retain additional information, only to be told no additional options or contacts exist. We had a terrific in-store experience in shopping for and placing this order, but unfortunately Pottery Barn Kids has failed us in every aspect of this process since then. When the delivery window came and went, we had to initiate the follow ups – we were never notified of any issues or bottlenecks resulting in delays. We’ve been charged in full for a custom product that still cannot be located. We’ve attempted to initiate the cancellation process in order to take our business elsewhere, only to be ignored or to be told that is not an option since this constitutes custom work. I certainly understand the premise, though we paid and entered into this agreement under the guise we’d be receiving our finished product no later than January 4th. We did not make this purchase to have it fulfilled at PBK’s leisure and convenience.

I have purchased multiple times through Pottery Barn stores and have received what I ordered when I ordered it (even custom orders!). However, I recently purchased a glider for our new baby's nursery online through the PBK website and was told it would arrive no later than November 20th. November 20th came and went and I have since called six times to discuss where the chair is at in production and when I could expect it to arrive. Every time, I was placed on hold for 30-90 minutes as the customer service rep tried to "figure out the website." It is now January 3rd and I still have not received confirmation on when the chair will be ready. The last customer service rep shared that it "looks like" it could be ready to ship by January 14th. I asked to speak to a manager. They refused to connect me. I was promised that someone would call me back to assist me 3 times and I never received a phone call. Every customer service rep I spoke to was vague. I would ask for clarification on what they were saying and never received it. On my last call, I asked to cancel the order since I am due to have a baby in 4 days and need to purchase a different chair and was told that was "impossible" because it is a custom order. I asked for written confirmation that they would discount the late item and while several customer service agents have "promised" me that I would receive free S&H as well as at LEAST a 25% discount, everyone has refused to make note of the conversation or send me an email confirmation of the promise. At the end of my last call with a customer service agent, she decided to fully blame a partner organization they work with for the delay (#classy). The lack of care and concern for customers is heartbreaking. I feel entirely disrespected and manipulated by a company I have been a loyal customer to for years.

Absolutely worse customer service ever!!!! No matter when you call the connection is always so messed up you cant even understand wth they are saying!! Save your money!!!!! The reps are clueless to all previous conversations and calls and you are at square 1 EVERY.SINGLE.TIME you have to call back.