PotterybarnkidsReviews of potterybarnkids.com

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!