Potterybarnkids Reviews 

Pottery Barn Kids makes the experience of purchasing & receiving furniture an absolute chore. While the quality is good, you're probably better off going elsewhere.

I ordered a bedroom set for my toddler back in August so we could move his furniture into the nursery for our new expected arrival in November. We ordered a bed, dresser, and nightstand, and upon the initial order the estimated delivery was mid-September. Those dates came and went with no communication from PBK, and when we called PBK customer service, they told us that because the nightstand was back ordered, they wouldn't deliver any of the furniture until they had all 3 pieces.

We begged the customer service agent to split the order because we needed the bed and dresser before November (or we were going to cancel the nightstand to get the rest of the order moving). He was very helpful, but we had to call 2 more times to actually get the order split -- hence the beginning of the chore.

They finally scheduled us for delivery for the bed and dresser yesterday (mid-October), but when they arrived, the dresser was mislabeled and they had delivered the wrong color. I called PBK customer service who told me they couldn't do anything, was then told to call a number for Williams-Sonoma who told me to call PBK customer service, then went back to PBK customer service, who now told me my item wouldn't be delivered until possibly after my due date.

All this to say, not only does it take several phone calls to get a clear answer on anything from PBK, but their communication regarding actually receiving your delivery will likely be lackluster and fail to meet even the lowest expectations. I will be going to Macy's, Crate & Kids or other similar furniture companies in the future to see if I can avoid PBK's runaround, and would recommend anyone else does too.

Ordered a Halloween costume only to get an email a week later saying my order was cancelled. When I checked the website, that costume was still showing as available in the same size! I reached out to customer service to see why it was canceled, and was told that it wasn’t available in one warehouse. When asked about the website still showing this as available, she told me other warehouses have it in stock. Their advertisement is very misleading! Being a Halloween costume, people will be wasting their time ordering the item that may not be even available.

Horrendous and rude. Would never ever purchase from them again. Honestly buyer beware. Sent me defective merchandise and has been such a process to receive a refund. I was hung up on twice by rude terrible representatives.

We ordered a canopy bed two months ago for white glove service for our 10-year old child, and as of now, we still have not received the bed. We spent hours tracking down the white glove delivery. The first time, the driver didn't even come to the door to deliver and claimed he waited 15 min and left without delivery. We complained to Pottery Barn which promised it would be delivered the second time. So we stayed home to wait for the second delivery attempt, which never showed. Upon calling, we were informed the bed was not in the warehouse, so we had to reschedule. We were told to call 3 days later, which we did, but the warehouse still couldn't find the bed. As of now, it has been two months, and we called again trying to find a solution, and we were told a manager would call us some time in the future! It doesn't matter how good the furniture is,
if you want to spend hours and days tracking down a delivery, if you want to keep telling your child that the delivery fails again and again, buy from pottery barn, they have the worst delivery service in the world.

Absolutely horrible experience! They made mistakes in my order and instead of fixing it all I got was attitude. The quality of both the furniture and customer service has gone down HIDEOUSLY! The assistant manager was literally walking around with a pack of cigarettes in her hand and gave nothing but attitude! Stay away and save your money and time.

I purchased a maxi cost stroller online for $699, upon arriving, the stroller was on sale all over other retailer for $150 less. I reached out to them and they said they won’t be able to do a price match and they do not allow me to return even I just had the set for less than a week without using it. I never had the same experience with other retailers. This is the most frustrating shopping experience for me. DO NOT RECOMMEND!

We purchased a nursery set on the basis it would arrive in time for our baby's birth and spent a huge amount of time being messed about with conflicting information through alerts and 'consierge' people, and delivery dates that didn't happen. So time-consuming and ultimately disappointing. On top of that, the person they sent to recommend items didn't take appropriate measurements and the rug didn't fit either. Extremely stressful. We spent over $5k with them and I didn't even use the credit vouchers we earned (which expire within a few months) because the company treated us so awfully I have Post Purchase Trauma with them! Avoid, avoid, avoid.

Stay away from Pottery Barn For Kids! They are not what they used to be and sell poor quality merchandise now. Very poor customer service also. Purchased a very expensive duvet cover. Ordered it June 30th, 2024. It arrived over one week later. Late July the cover was used for the very first time. Cover was never washed. The duvet cover started pilling badly for no reason at all. It is now September 5. I decided to call customer service and spoke to a Michael. Michael from Customer Service claims that we are way out of the 30 day return policy, which we barely are, and has refused to transfer to a manager to see if they can assist me. Michael told me to buy a pilling remover and hung up the phone on me! Disgusting way to treat a customer. I bought this because I felt it was top quality. I paid much more that a Target sells! How dare customer service treat a customer that way? I have bought not one, but two full furniture sets from them and tons of other over priced items from their stores and online. Stay away from Pottery Barn For Kids! They are not what they used to be.

Worst online service. The website replaced the item I googled with a different item and when I notified them they said it was too late to change. Once the orders placed and they couldn’t stop it from shipping so they shipped it to Hawaii and charged me $30 for return. The other 2 items I ordered never shipped and were cancelled. I paid them $30 to fix their order process- and received nothing- this company will be out of business soon.

I ordered a backpack, water bottle, lunch bag combo and all 3 items are significantly delayed. The water bottle came first after about 3-4 weeks. The lunch bag came about 3 weeks later and the name on it was wrong, it was meant my another boy. By now I've received multiple charges on my credit card, all in small, varying amounts that I can't understand. I called in to let them know about the mistaken lunch bag, asked how to make sure it gets to the right child and how I can receive the correct lunch bag, and the person on the phone said the bag is essentially going to go in the garbage while mine will have to be a new order. I asked if it can be rushed she says no. Can shipping be expedited and she said she does not offer that service. I said Purolator, their carrier service, does offer expedited shipping and she said I know but we don't use it. Very unfortunate experience so far from this company.

Website and Google search showed image of a specific product that I ordered (as did my order confirmation); they sent me something completely different, though 'related'. I have been trying to contact them for a month on their web advertised phone numbers, which don't work to demand a return/refund, including the £10 shipping fee I paid, and emailed them on the email they advertise close to ten times - no reply. Not even to their press email.

Finally got through on their customer support number today to complain and demand a refund for the product/delivery fee, they hung up on me. Now I'm trying to call their two different numbers again and can't get through.

EDIT: Finally got through to a customer service rep called Cara who called me 'snarky' (!) and continually insisted that I got the order wrong, despite the proof I have of three separate images pertaining to the order I made showing a picture of a different item received. This, despite my sending 7 emails to them in a month with no response, and calling them several times per week (no answer) to sort this out. You're going to reach a fairly firm/assertive customer by this stage; at no point whatsoever was I rude. Also, apparently the customer service email they advertise is 'not frequently monitored, unfortunately.'

Do better, Pottery Barn Kids.

According to Cara the customer service hotline is also apparently not based in the UK - one reaches a very hostile, American style of customer service support, where I was first hung up on, then subsequently insulted and called 'snarky' (!!!) when I asserted myself about the absolutely atrocious service received across the board, including their policy for not refunding £10 charged for delivery, and false advertising.

Your customer is never wrong, Pottery Barn and to treat them this badly is at odds with consumer law in the UK. Stop insulting them and maybe you'll have a higher star rating on Trust Pilot than 1.

AVOID STRENUOUSLY.

Ordered drapes five months ago. The delivery date is being pushed and pushed again. The label was created in May, which is the entire activity shipping wise. Several times, I spoke with customer service, and they won't help me. They said they could not cancel or refund me the money. I asked her, so you charged me but won't deliver my product or give me money back? She said, yes, sorry, nothing can be done because it ships through the vendor! I am sorry what? Hopw is that my problem? I don't care how it ships. If I paid for a product, I want the product or my money back! So I paid 215 dollars for nothing? This is called stealing! I will be reporting this further. I am not going to let them get away with it. I read threads on Reddit, which is apparently a very common issue!

I purchased a bed for my kids from Pottery Barn, and after moving houses, I unfortunately lost the hardware set needed to reassemble it. I visited three different Pottery Barn branches in Dubai, trying to request the hardware set to fix the bed. However, the customer service has been non-existent—no follow-up, no assistance, nothing. It’s been four months, and the bed remains useless. This has been a deeply frustrating experience, and I regret buying from this brand. I strongly advise anyone purchasing furniture to thoroughly check the after-sales service, as my experience with Pottery Barn has been a big disappointment.

I would give zero stars if I could. I recently purchased a kids bed and mattress. I had to cancel and re-order for another size bed and mattress. Pottery Barn Kids refused to credit back the original full purchase, claiming I would be responsible for processing fees of $279, even if I never received the items. I’m very disappointed in this company and would not recommend to anyone.

A whole nursery order (cot, mattress, changing table, mirror) not delivered on time (delivered more than 24 hours later the next day in the evening without any warning) and left without assembly even though we paid for assembly! Left with a bunch of boxes and a mess in the house. No email address to complain as they all bounce back. Contact number goes to an international call centre where they are unable to help. Had to send an email to 'West Elm' - looks like Pottery Barn have decided to destroy their brand by aligning with the best of british incompetence - Wincanton as their logistics delivery and West Elm. Avoid like the plague. Pottery Barn UK is NOTHING like Pottery Barn USA.

Sadly, I will never purchase from Pottery Barn again. I have spent thousands upon thousands of dollars with this company furnishing two homes and typically love their products. Unfortunately they have the ABSOLUTE WORST customer service of any furniture store I have ever received. I purchased a dresser for my sons nursery that took much much longer to arrive than expected. Once received it came in damaged, looked like it was dropped on one side. The dowels that attach the side of the dress to the drawers were loose. And several scratches on the dresser. The best they could offer me was 10% off a $1499 dresser that was damaged. (Even though they put these items in their outlet and mark them down at least 40%)... When I told them on the phone I would keep the dresser and my husband would try to fix but I was not satisfied with that discount they assured me someone (manager/supervisor) would be in touch THAT DAY to discuss with me what they could do because they were not in the office yet. After waiting and receiving no call I called back to which I was told they were so sorry this happened and they would absolutely do something for me. Once given the run around multiple times to multiple people nothing was resolved and they were going to "call me again". STILL NO CALL, and now there are screws falling out of the dresser on the side that was damaged. I was willing to accept a GIFT CARD just to spend it back at their store but I was continually told there was NOTHING ELSE THEY WOULD DO FOR ME. Because I accepted the "10% discount", which I did not. I said I would keep the dresser but wait for someone to call me back. After many many phone calls and frustration they were still unwilling to do anything even though I have spent thousands upon thousands of dollars with this company and never returned anything. What a poor way of showing that you care about your customers. I will unfortunately not be purchasing from them again and am so beyond disappointed in the way the situation was handled. They are a BIG CORPORATION THAT DOES NOT CARE ABOUT THE CUSTOMERS THAT KEEP THEM IN BUSINESS. SOOOOO SAD.

Worse purchase ever. I ordered a wicker basket and was overly charged f

This is the third time I have ordered items that go on backorder without an email or text to inform me. I order and receive part of the order so I have to go online to my account to see that Easter baskets have been backordered until October 2024! The Easter Basket liners did arrive, but now I only have 30 days to return the liners for these baskets. The baskets won't arrive for 5 months! This is very frustrating. This happened a year ago. The item wasn't delivered so once again I checked my online account. They were discontinued! I was counting on this item! Very disappointed in the PBK website!

I can’t tell you how awful and frustrating this company is. I was told one thing only to have the complete opposite happen again. Please do not support this company- I never will again

I hope I can post a photo of what they sent on Trustpilot. I ordered a chair and slipcover for a toddler as a gift and immediately after, I went on their chat and asked if the child’s name was included to be embroidered in the chair cover. I was told it did not go through in my order. I asked if it could be added. He said no. I told him I would like to cancel the entire order and I figured I’d do it another time. But something in me said— call them and make sure he canceled the order. I called and the woman I spoke to confirmed- your order has been canceled. Days later over a group chat, the person I was going to send the chair to mentions that “she got something from Pottery Barn Kids, but it’s just foam. I don’t know who it’s from!” Lo and behold, they sent the INSIDE of the chair- the foam. I looked at my numbers and realized I had NOT been refunded. Two long long long painful phone calls to resolve the issue- where I was accused of only canceling the chair cover, and me telling them to pull up the transcript for the first time I cancelled the entire order and listen to the recording of when I called and confirmed the order had been cancelled, when in fact it was not! Very aggravating, ordeal. This company is not customer service oriented. Finally for all my trouble a manager offered to gift the recipient of the chair she now possessed
with a chair cover. She notified me today that she received what appears to be a cover that’s three sizes too large and missing straps of some sort! Now I have to get on the phone AGAIN?? Unbelievable.

Update: I’ll take a leap of faith and say that the issue is in the process of being resolved. Until I’m refunded this post will remain here.