Potterybarnkids Avis 

Absolutely TERRIBLE. They will say an item is 'in stock', then once you order, they will promise a certain delivery date. Once that date passes, and you try to cancel the order so you can buy elsewhere, they will say the item is not eligible for cancelation because it's coming directly from the manufacturer. I end up waiting 2 weeks for a crib and TWO MONTHS for a crib mattress pad and cannot cancel the item.

Horrible customer service. I have been waiting for over a year for my product with no date in sight and everytime I call or email I get no support.
I am furious and will never recommend this business or use it ever again.

An expensive Disney princess water bottle was purchased ($26.50), along with the added name ($15). Unfortunately, the printed name goes directly over "Belle's" face, ruining the purpose of the bottle -a five year old enjoying the Disney princesses! With proper planning and craftsmanship, this problem certainly could have been avoided. My granddaughter was extremely disappointed with this water bottle which was to be used for school.
Unfortunately, the bottle cannot be returned - and I will not be purchasing products in the future from Pottery Barn Kids.

I received an invoice with a tracking number which can't be tracked.

Customer service does NOT answer the phone - I have now called four times, twice a day with NO success. After being on hold for over 30 minutes each time their system just disconnects me. It's been 11 days and I still have no idea where my order is.

I had to call a store near me and even they could not help me out.

This has to be the WORST customer service I've ever experienced!!! I want my money back

I would never buy anything from them online again

Pottery barn and pottery barn kids has turned to garbage. The quality of their items literally only lasted one day. Price is high, quality is extremely low. I’m sure this will be one of the next businesses to fail. When calling customer service to alert them of their defective merchandise, waited a long time for the woman to finally answer. I politely and calmly described my issue then she placed me on hold, mumbled something and hung up! Do yourself a favor and shop elsewhere. After years of shopping here, they lost a customer today.

Pottery Barn Kids does not back up their service or delivery problems. Good luck trying to reach customer service!! Items were to be delivered in 2 weeks. It's now 7 weeks and we are going to pick them up ourselves. Pottery Barn does not want to take responsibility for their sub contractors.

Stay away from this company! Just placed an order, when my confirmation email came through it said the items would be delivered in 4 months time. I immediately called them and emailed and requested to cancel my order. The lady over the phone lied to me and said she had canceled it… she hasn’t and the email I sent came back with a reply saying I’d have to wait for the items to be delivered and then return them for a refund!

Ordered a new personalized backpack for my daughter, item arrived quickly but only to find out that it was the complete wrong item. (Toy Story lunchbox personalized with someone else’s name). I called and explained the situation and was assured that my item would be mailed out immediately and I would also be given a return mailing label to return the item I didn’t need… but that my item would be shipped ASAP so my daughter would have her backpack. 10 days go by (and at this point they had received the wrong item 2 days prior) and I still have no tracking or the correct backpack. I use the chat feature to contact customer service and was told my item hadn’t even been released yet, but “no worries, she was releasing it now”.

Terrible customer service and now who knows if my daughter will even have her backpack for the first day of school.

Buyer beware. The negative reviews you find here are not unique, one-off experiences. I ordered an item that was delivered promptly within one week — except it was the wrong item from an entirely different department altogether. I was told a replacement would be sent immediately only to find out days later (while printing the return label for the incorrect item they asked me to send back), that my replacement item would not be shipped to me until they received back the merchandise they sent by mistake. Ok, I send the item back and ask for a refund/order cancelation. I’m told I can’t be refunded until the returned item is back in their facility! I wait. UPS confirms item is now delivered to their facility so I again ask for a refund/cancelation of original order. Sure, they say, expect a refund in 5-10 business days. I call AGAIN days later to confirm and am told my refund is in process. Four days after this last interaction, I receive an order confirmation — they are sending me the item I canceled. I have not been refunded. I initially thought this was a case a poor training on Customer Service’s end but it seems like they are very intentional and aware of their “mistakes”. Just read the rest of these reviews.

Absolutely terrible. Sent us wrong item, then when we returned it, charged us THIRTY dollars as a "restock" fee. If I had known there was a restock fee of half the value, I would've tried to sell the item on facebook marketplace or something

Pottery Barn Kids took 9 months to complete my crib order. There were defects in the first crib delivered, so it would help to make sure your wood is smooth and cannot cause splinters. Also, the White Glove service incorrectly set up my crib and used extra parts that we bought for conversion sets. Please assure that your products are assembled correctly and maybe the company could work to better ensure that their employees are well trained on assembly. Finally, the services were consistently delayed and service representatives were not customer-friendly.

Pottery Barn Kids seems to be locked in a ceaseless battle against efficiency and customer satisfaction. For starters, my order is slated to arrive a staggering three months later than initially promised. This isn't a minor delay, it's an absurdly long wait time that showcases a glaring lack of respect for customers' time and needs. Even the company's promised split shipping has turned into a farce, with an email confirmation that's worth about as much as the paper it isn't printed on. The cherry on this disaster sundae is their customer support: a ghost ship drifting in the sea of customer complaints without offering any tangible help. As of now, my recommendation for anyone considering Pottery Barn Kids is to seriously reconsider. Save yourself the disappointment and hassle.

I opted to purchase furniture from PB kids for my first nursery set up. I always assumed PB would be the best in terms of quality, service and styles so I selected pretty early on in my pregnancy the style furniture I wanted that was “In Stock” and ready to ship. Not only was my entire order weirdly postponed to now arrive AFTER my due date over 4 months later, but I was charged about 3 times by a customer care representative to change to another color that would show up with some time before my baby was due. They refuse to send furniture until the entire order has arrived at the warehouse yet the dresser in my order miraculously went missing in transit (mind you it claimed to be “ready to ship” on the website, that was 7 weeks ago). The rest that showed up looks good and seems to be decent quality but was it worth $$$$ in money? definitely not. Be very careful about ordering from PB kids when you’re working with a time constraint. I was told they’d look into a slight refund for messing this up so bad but so far nothing — I paid full price and a lot of frustration to just get a crib, dresser and chair when I can’t physically build one myself. Won’t order from here ever again.

I ordered a glide rocker and it was over 140lbs, they shipped it UPS and just placed it on the porch. SO Heavy that I will have to call a moving company to get it upstairs. I assumed it would be shipped in sections, it was but the base is the bulk of the weight, very difficult for a woman to carry upstairs. NO other options were offered or mentioned. Customer service did not offer any solutions either.

Ordered a wool rug October 2022. Rag has a strange chemical smell and it didn't go away even after putting outside to air (what was an act to drag it on the porch because it's so heavy). Additionally it still sheds. After having an accident on the rug and cleaning it professionally, the smell didn't go away. I suppose it's the backing of the rug what causes it. Called customer service, the answer is, I am sorry we can't do anything about it. This is the rug for kids room and is not cheep, how one can deliver this quality for kids items? Never again.

I just discovered a silver cup I ordered as a christening gift a year ago had never been delivered (though I was charged for the item). I called to get a refund, and was told I wouldn't be refunded! Obviously outrageous. I had to stay on the phone with customer service for about an hour, repeating many times that I would not accept that outcome, and ultimately they agreed "as a special exception" to re-order the cup. This is a year late, but at least my friend will have something!

Absolutely disgrace of a company. I waited 4 months for my nursery chair. Probably 10 calls to customer service, the day they actually made an appointment with me to deliver my nursery chair, with updates that the driver is on its way, 3 hours waiting they just called and canceled. Now I am back calling customer service daily, have to constantly explain all details to just be disappointed again, still no chair and baby is due next week. Do yourself a favor and don’t order from them. No reliable company and made my nursery experience a total horror show!!!

My wife order a vanity to gift her grand daughter while visiting to Houston. After Order confirmation email. It was cancel by one of department without any explaining. They could shipment to make sure every things okay.

They have zero Customer service. They do not want to maintain customer relation. A courtesy call to customer possibly can be resolve any issue related in shipping address. I talk several associate by transfer calls to various department they are mostly rude doesn't want to listen. No shame, No apology, No re-order options.

BEWARE! If you receive a present and the initials are mis-printed they will NOT REPLACE. Even after being promised on the phone. I called back to confirm and they then said they could not.... This was a present!

BUYERS BEWARE! I ordered a converter kit for my son’s bed all the way back in December and I’m still waiting. When I originally placed my order there was absolutely no indication that this piece was even on backorder. I came to find out when they changed my delivery date. I’ve called multiple times and not only do I get the run arounds and apology’s but one representative even suggested that I get a different converter kit to a different bed lol. I told them how is that even possible if I have a certain crib and then they apologized again and said yeah you’re right. So much for their knowledge. They don’t compensate their customers in any way shape or form therefore I will NEVER purchase from pottery barn kids again.