Pottery Barn Kids

If I could give Pottery Barn Kids zero stars I would. If you are in search of a company that stands by their product quality those days are clearly over at Pottery Barn Kids. I ordered my child a backpack with personalization on July 6th, received the item on July 11th completely missing a whole letter of the monogram. I immediately called customer service and was informed that they wouldn’t ship a replacement out until they received the item that was incorrect. After having to drive across town to mail the item back, UPS delivered my return to the company on July 16. It was not until July 24th that they finally mailed the “replacement” item to fix their mistake. Upon receiving the second backpack the monogram was still extremely poorly done, especially considering they charge $16 for personalization! Customer service was unwilling to remedy the situation without receiving the backpack again to process a refund. For $70 for a backpack the company really needs to do better. Now to return to UPS again and hope that they are more efficient in processing a refund than replacing an item…..

I signed up for a virtual appointment with someone from the design team and was really excited to start designing a nursery. I was prepared to drop THOUSANDS at PB with this design consultant. Let's just say the customer service and lack of response was HORRIBLE. There was a rug I was asking her about and needed to know what size to order ASAP because the delivery was so far out - she said "I'll call you at 2" and never heard a peep. Needless to say PB just lost about $10,000 in sales from me. The lack of response and communication turned me off completely.

We have visited this location on several occasions, and I have to tell you Wendy the store manager should be fired and not allowed to work with the public. She is rude and disrespectful. She also treats the staff horribly and unacceptable. We will not be going back to this location. While in the store, she was extremely rude yelling at one of the other employees This is not acceptable

My husband and I had a disappointing experience at the Gardens location. We were shopping with the intent of purchasing a nursery chair and a stroller with a bassinet attachment. Lauren initially greeted us politely, but her demeanor quickly shifted, and the interaction became uncomfortable enough that we ultimately chose not to buy anything. My husband and I have chosen a convertible car seat from a different company. Lauren tried to sell us a car seat, so we informed her we were not in the market for one, just the stroller and bassinet we were looking at. Rather than respecting our decision, she repeatedly questioned our judgment as expecting parents. She asked why I chose a bassinet for the stroller instead of a car seat, since the car seat we chose is not to be removed from the car. She asked us if we will be waking up our sleeping baby to put in the bassinet. Her words were “what are you going to do?” And awaited a response, as if we need to justify our reasoning. I had previously asked to see the Doona, so Lauren said we should purchase the Doona and the travel system we were interested in purchasing. She then claimed that a hospital will require me to walk my baby out in a car seat. I refuted this, as It is only required that they see a car seat safely installed in the car, not that you have to put the baby in the seat while inside the hospital. Her coworker then inserted herself in the conversation saying that is how they do it in New York, which was both irrelevant and unhelpful. Lauren continued pushing, again asking “what are you going to do in the hospital?” She then asked if I have friends with babies who successfully use the system I plan to use. I informed her that I have plenty of experience with babies, but honestly wish I would have stopped the conversation sooner, as I was there to purchase a stroller, not defend my parenting. It was exhausting and disheartening feeling like I had to defend my decisions with the car seat I’ve spent so much time researching for my baby. As well as my preference for the bassinet. I understand her goal is a sale, but we went in intending to make three purchases and left with zero because of this experience. The condescending attitude meant to intimidate new parents into buying things they don’t need is completely unacceptable. My husband and I will not be going back.

I am so beyond frustrated with the customer service of pottery barn for my order 350023573479. At the time of the order, all of the furniture was in stock with the exception of one queen size bed. Pottery barn is now choosing to hold my ENTIRE order until the bed arrives, which could be months. I have called several times fighting with your customer service reps and am always promised a resolution with absolutely nothing done. The first time I called, I was told that a few pieces of the dressers were on backorder and that is why the rest of the items had not shipped. I quickly proved that that was a lie for several reasons. Number one, the dressers are still in stock with a 10 day delivery turnaround time on your website and number two, I had a friend order the same dresser and hers was delivered right on time. Pottery barn is flat out refusing to ship the rest of my order so they only have to do one in-home delivery appointment. I spoke to the customer service representative on Tuesday who told me she was going to be resolving this with the shipment center and email me within 24 hours. Here we are 48 hours later and I have heard nothing from you guys. This is after I sat on hold for over an hour waiting to talk to a manager to speak to someone who hopefully had enough competence to resolve this situation. Thank you Pottery Barn for having me spend your $15,000 only for you to withhold all of my products that are in stock. I can only imagine how terrible of service you will give me if the rest of my items go out of stock by the time the bed gets here. This review is also going to the Better Business Bureau. Maybe someone will take the time to call me and resolve this, but I’m not holding my breath with the terrible customer service that I’ve received thus far. How hard is it to ship products to customers?!