Potterybarnkids Arvostelua 

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.

Dear Pottery Barn Kids Customer Service,

I hope this email finds you well. I am writing to express my deep disappointment and frustration with the treatment I received during my recent interaction with one of your representatives, Amy Eckart. I believe it is crucial to bring this matter to your attention in order to address the issues I encountered and seek a resolution.

To provide some background, I had initially purchased a backpack and lunchbox from Pottery Barn Kids, which unfortunately had stitching issues. I promptly returned the items and received a replacement today. However, upon unzipping the backpack and lunchbox, I discovered that the stitching was still incomplete, and there were numerous flaws, including the presence of the original stitching pad inside the lunchbox.

When I contacted Amy to discuss these issues, her response was extremely rude and dismissive. She mentioned that the problems had already been noted and questioned if there was anything else she needed to address. Her tone was condescending, and she even insinuated that I was attempting to take advantage of the situation, despite the fact that I had already received a minimal refund of $3 for the initial issues.

When I inquired about her hostility, Amy became even more disrespectful and claimed that she was simply annoyed with the Pottery Barn Kids system. To my dismay, she refused to escalate the matter to a manager and asserted that she had full control over the situation. Moreover, when I requested her full name, she declined to provide it and deliberately sent an email to my old address, despite my clear communication of my current email address

I am reaching out to you with the hope that you can assist me in resolving this matter promptly. As a concerned parent, I urgently require a backpack and lunchbox for my son, who will be starting kindergarten soon. Additionally, I kindly request that you review the recorded phone call from approximately 16 minutes ago to gain a better understanding of the unprofessional conduct exhibited by Amy.

Furthermore, I would appreciate it if you could arrange for a conversation between myself and either the CEO or a manager who can address this issue appropriately. It is imperative that this incident is not only acknowledged but also used as an opportunity to improve the customer service experience within your organization.

Thank you for your attention to this matter. I eagerly anticipate your prompt response and a satisfactory resolution. Please feel free to contact me at your earliest convenience at

Please do not have AMY contact me ever again

Sincerely,

Courtney Whitman

Tried calling about a purchase and have been hung up on multiple times as I just was 5 minutes ago. I ordered a bed a month ago. The tracking info NEVER changed in an entire month. I spoke to a supervisor last week, the very same day, within an hour a local company called and said they had the bed for a while but had no information from Pottery barn regarding delivery. It was just delivered today, after a month of waiting and eventually calling on a daily basis to find it. They are horrible people, have zero customer service

i bought a backpack for my toddler from PB kids, and it didn't even last a full school year. it's March, and it already has a hole... I know Jansport backpacks that last YEARS. called PB kids customer service, and they told me they couldn't help me and i was out of luck. How disgusting. the backpack was $55. AVOID!

I will never order from Pottery Barn Kids again. I placed a fairly large order for furniture in which most of the order was delayed over 2.5 months and ended up being past my due date. I attempted to cancel the entire order, including the portion of the order that was admittedly not delayed since I had bought it with the intent of using it as a complete furniture set. Pottery Barn was useless. They refused to refund me the money or cancel the entire order. More frustrating was the fact that i spent countless hours on the phone with them, and while the customer service reps were always kind, the managers and supervisors made promises of return calls and emails without following through. They make it impossible to get in touch with anyone who can actually make a difference so all that ends up happening is talking with a customer service rep and getting told you will receive a call back and that the conversation is being noted so that there is a paper trail.

i dont know how the customer service people get a job. There is an old lady she is so rude and very unprofessional . every time i call she gives an attitude doesn't want to resolve any issues: I CAN'T HELP YOU MAN! then she hang up on me ,think twice before you place order from this place

I don't know how they get away with their e-commerce shipping times fraud. They list a date for delivery within 3 - 5 days, take your money, and then ship it 4 weeks or more later. This is fraud. I filed an FTC complaint. Not even Amazon would mislead you like this. They need to be investigated.

I purchased a "hard sided" Mackensize personalized suitcase on sale for my granddaughter, sized XL. I called in advance of ordering it online, and was told by customer service (who clearly needs more training) to order XL for a kids carry on. So I did, and to my surprise it is a FULL SIZED adult suitcase, not a carry on. I would keep it even though it is large, however, it is in NO way "hard sided" and is of poor quality, it has a flimsy plastic shell that will not hold up to checked baggage handling.

I nicely requested an exchange for a carry on size, where durability/quality is less of an issue, and was told 3 different reasons by 3 different agents regarding why it cannot be exchanged:
1) it was open box item
2) it was personalized
3) it was on sale

Not sure why quality issues would still not warrant an exchange even though it was all 3 of the above...is PB Kids exonerated from merchandising quality items if they personalize it or sell open box or put it on sale? The quality is not what I expect from PB Kids, and I have purchased a great many items for my granddaughters and my friends and family grandkids.

Very disappointed, and tried to leave a review on the PB Kids website, but they do NOT have reviews. In today's world, how does a large company not have reviews on their website? Its pretty unbelievable.

So since this was not resolved properly, I will order 2 sets of girls bedroom furniture for my granddaughters from a competitor that does stand behind the quality of the products they sell, and does have customer generated reviews for input and transparency.

Do not make the same mistake I did...find a company that shows customer reviews.

I don't normally order from companies that charge for shipping, but I did this time because I like their backpacks. I ordered two on Dec 26, so that my son would have one for back to school on Jan 8. His had broke. It took a week to get any kind of tracking information. Three days later, I called customer service because the number was showing invalid. I was told that shipping had been delayed, and it would be updated in 24hours. Three days after that, tracking was still showing invalid, so I called again. This time, I could barely hear what the person was saying, but I managed to make out that it would be delivered by Jan 10. Not good enough, but I was relieved to hear it was finally coming, as my son was now back at school. It's now Jan 16, and still no backpacks. Unbelievable considering I paid $20 for shipping. If I wanted to wait weeks for my items, I'd buy from China and get free shipping. I'd love for Potter Barn to refund me the shipping fees.