Potterybarnkids Avis 

This company is pathetic! I just tried to return an item and they told me it was “final sale” and could not be returned! Where was this mentioned when purchased? No where! I am hearing about this for the FIRST time that this was final sale. I would have NEVER bought this blanket had I known! If your company has a ridiculous no return policy on certain items then there needs to be a warning that comes up when purchasing somewhere. I do not remember seeing “final sale” on this item, nor was it explained what that even means! I should not have been able to completely miss this important detail. Now I have an poor quality uncomfortable expensive blanket that NO ONE wants! No wonder the store closed near me, I will never buy from this company again.

WILL NEVER PURCHASE FROM THEM AGAIN

If I could give you less star rating I would. Unfortunately it doesn't let me leave anything less than 1

I ordered items in early November. I received one of my four items in late January, after making numerous phone calls. Received 2 other items four weeks later.
Rang about the last item was told that it had been shipped and would be delivered by 7 March. Three weeks later no item, made another phone call only to be told that the item hadn't been shipped and the operator couldn't tell me why I was told that it had. I then told the operator if the item is not received within 48 hours I would be contacting Department of Fair Trading. Explaining that this was the first time I had ever ordered from them and will NEVER purchase another item from them.

This company is disgusting with the excuses ranging from moving warehouses to pandemic to "wondering what is going on with the order hmmmm, let me send a email to the department".

After reading some of these other reviews, I am lucky I received my items. I wish I had read these reviews prior to placing my order.

Here is where the baby dresser should be.. as you can see I do not have this product so my changing pad sits on the floor. We have been waiting since last year and our baby is now over a month old with still no delivery in sight. We have called numerous times with no resolution. This item cost over $900 with out shipping included! And shipping cost is over another $100+ and is pointless to pay because you will never actually receive this item. Customer services was pointless. We spoke with the “manger of leadership” and apparently there is no higher ups to speak to after that. They offered no resolution discount or shipping discount for the time and aggravation spent being lied to and trying to track this product down for months! Yikes save your money!! Hopefully this saves another mom from going throw what we just experienced. Worst company to try and work with!!!

I wish I would have read these reviews before ordering my son’s bunk bed. We ordered on December 31, 2021 with a delivery date set for January 17th. Three days before delivery we were told delivery would be postponed because a part was missing. Finally rescheduled for February 18, 2022 and they showed up missing other parts. They were not able to put his bed together. My 4 year old comes home from school excited about his bed and is now crying. Now having to wait all weekend to find out if they can get it here sometime. Meanwhile, my husband took off work to be here and took my son’s current bed down which has to be put back up!! Stay away from ordering furniture from Pottery Barn kids!!!

I ordered my daughter a bedroom set in March of 2021. It is now February 2022 and we still have not received it. Customer service will not tell me why it is taking so long, they just keeping pushing the delivery date back.

Lie about delivery dates and just make excuses about delays without ever notifying you.

Emails ignored, ordered sale items and was charged full price for them

I cancelled my order for my babies cot matress back in November 2021, as I had recieved multiple emails saying there weren't any in stock and they would be delayed. Needing a mattress for her cot ASAP as she had nearly outgrown her bassinet I called pottery barn kids for a refund.
After calling 7 times to follow up the refund, and being notified each time that it will be in my account in 7-10 business days, I am yet to see any money returned almost 3 months later. This company is blatently stealing from customers that are not recieving their products! Personally I will be taking this further as $650 is quite a bit of money. As a new mum with little to no time as it is with a newborn, this is the absolute worst experience I have ever had with a company, which is a shame because the furtniture is great quaility. I will never shop at PBK again, you have lost a very loyal customer!

Ordered a baby blanket in November and the delivery date changed every couple of weeks , decided to call on 8th of January and get a refund as latest due date is end of February, even though its showing available to ship on their web site .I have made numerous calls and been promised the refund has been done and i have still not received it.Its such a shame they give this extremely poor service as the products themselves are such good quality .Would never buy from them again online .

I ordered a stroller for my soon-to-be-born baby. Waited almost a month just to get an email from Affirm that my order was canceled. Pottery Barn Kids didn't send me an email or anything. At least have the decency of sending an email. Won't be buying anything from them ever.

Probably the worst place to buy baby stuff
Very overpriced and deliver £12 for a small item which will take 5 days to get delivered.
Customer service is a joke
Would never buy here again.

Terrible customer service claiming a warehouse transition is the reason my 5 year old doesn't have her bunks. They say they will call you back they don't - I have been advised several times we will get the bunks before xmas 2021 - and no, we didn't and still don't.
The last call they thought the bunks were sent months ago... how hard is it to be a retailer and keep track of what you have and haven't delivered. The USA staff are nothing but rude - worst service ever

Horrible horrible experience! I ordered a loft bed with white glove assembly. Couple years later we were moving and when we disassembled the bed, all the pegs that were supposed to be holding the rail were BROKEN! I got lucky that my daughter didn’t get injured! I was then stupid enough to buy another bed from them. This time - it’s delayed by a MONTH! Waiting for an imaginary part that doesn’t exist! And I can’t get bed or my money back so I can buy another bed! This is a disaster!!!!! I’m NEVER BUYING from PBK again and I implore you not to! It’s the worst experience I’ve ever had with any furniture companies!
UPDATE: PBK eventually refunded the fee.

Cancelled my order due to a price error but never refunded me.

I ordered a personalized stocking on Nov. 13. Well in advance to get early enough for my grandsons first Christmas. Originally estimated delivery was Dec. 3 well the updated estimated delivery is now Dec. 21… extremely disappointed!!! Customer service does nothing to help. Basically your beat!!! I will never order from pottery barn kids again.

Probably the worst customer service I’ve ever experienced. I would never buy from them again, which is a shame as the product is nice. I ordered a desk and hutch for my son, paid for delivery and assembly. When it arrived and the guys were assembling it, they found 3 different pieces that were cracked and it had to be sent back. The order was cancelled and a new order placed by customer service, who spoke to me like a robot and didn’t even really apologise. Waited a couple of weeks for the new one to arrive (they said they couldn’t prioritise the order even though it was their mistake), and when it came, the delivery guys said they hadn’t been booked to assemble it. So the customer service person has forgotten to book that in, even though I had paid for it. Rang customer service again - same robotic person on the other end of the phone - who didn’t apologise at all. They have only refunded me £20 of a £100 delivery and assembly fee and say they won’t refund anymore! After all that! What a joke. I’ll never use them again.

Absolutely horrible customer service no matter who you speak with and no matter what role they are in. I placed my first ever order at Pottery Barn Kids. The few times I called in, each representative answered like he/she was either mad at the world or like he/she just woke up. I called in for a price adjustment and was told by one rep that they cannot adjust prices after it’s been shipped. Therefore, they would give me a merchandise gift card for the difference. She transferred me to the other rep that would handle those situations and that rep said they do not do that. I spoke to a supervisor and she told me there was nothing she could do for me even if I was misinformed. I will never give business to pottery barn kids, pottery barn nor west elm (apparently they are all under the same umbrella).

Ordered bedroom set in early August. Despite "estimated" delivery in 2-3 weeks (Aug 21-28), they just kept pushing back the date for weeks on end. Finally partially delivered a month late, late Sept.

Night stand was cracked and footboard was unpainted. Replacement requested from delivery team, assured replacement would be placed. Days later, nothing happened. Contacted customer service who claimed no record of any problem, but put in a replacement order, "expected" delivery in mid-October.

Now it is November, still haven't received footboard or nightstand and their web site won't even display an estimated delivery time.

Summary: Order placed three *months* ago is still not delivered with no hope of delivery.

I purchased an item (almost $200) that broke within 1 day of use. Returned it per PBKs instructions and over a month later still don't have my money back. They claim they've refunded it but can't and won't prove it. I've asked for a refund receipt, date and time of transaction all to no avail. I paid with PayPal and finally just filed a dispute as I have no other options and I've called at least 5 times and typically get outsourced which is a whole other problem!

Awful experience!!! Do not order anything online from potterybarnkids! I had to cancel my order after 1 month of getting wrong and mixed information with so much frustration! Yet they fail to even give back my money! Worst online order experience ever! Very disappointed!