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Pottery Barn Kids

Pottery Barn Kids

Average Rating 2.81/5.0 store rating 53 store reviews
Customer Service 0
On-Time Delivery 0
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by: hst601
February 17, 2014
Author's Rating: 5/5.0 store rating
I am expecting a baby in April and purchased all of our nursery furniture from PBK. We were extremely satisfied with the customer service at the various PBK stores but not satisfied with the website team. As you can imagine, shipping for ...
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by: crossi504
December 31, 2013
Author's Rating: 1/5.0 store rating
Terrible customer service!  They continued to show items as available on the baby registry and then refused to provide cash back for returns even though the error was clearly on their part.  I do not recommend registering at Pottery Barn kids.  They are double dipping with registry items!  Again, no cash returns on baby registry items!

by: parent9
November 19, 2013
Author's Rating: 2/5.0 store rating

DO not loose parts - you will not get replacement.

Pottery barn kids cust service refused to assist with getting replacement hardware (odd size bolts) for the cottage playhouse.

It went like that: provide order rnumber- we do not have it this toy was as a gift -provide order number- we  do not have it - provide order number
After round #6 I gave up.

Kettler, peg perego and other toy makers provide no hassle replacement parts.

by: photobiz2
January 25, 2013
Author's Rating: 1/5.0 store rating
We ordered a crib skirt that turned out to be defective.  It was way too small for a standard crib.  I called customer service and they had UPS pick up the skirt the very next day.  I was informed that I would get a replacement within the ...
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by: mvonsee
December 20, 2012
Author's Rating: 1/5.0 store rating
Absolutely the WORST customer service of any online retailer that I've ever worked with! They promised my order was in shipping and headed onto the truck and that was a complete lie. Actually, they cancelled my order completely and never let me know.

In addition to that, the customer service rep told me that she NEVER orders online at Pottery Barn Kids due to so many hackers stealing information.

Scary! Do NOT order from Pottery Barn Kids as your children will be disappointed and your personal information is not protected!

by: pbkhater
December 8, 2012
Author's Rating: 1/5.0 store rating
Pottery Barn products are OK but they do NOT listen to your requests to stop mailing catalogs / junk mail. I have emailed a few times in addition to the numerous calls I have made to ask them to stop the mailings. They always say ok but it will take 3 months or so for the catalogs to quit coming. Bullcrap, it has been FOUR years and they refuse to stop sending them after a DOZEN requests. 
I stopped spending money at PBK and their affiliates because they are too rude and stupid.  

by: pbkmad
December 6, 2012
Author's Rating: 2/5.0 store rating
Saw the Everywhere chair at a friends birthday party. I loved it and thought it was of nice quality so I  ordered one on November 23rd. (tried on the 22nd but the website was down) for my granddaughters 1st birthday party Dec 1st. The website states ...
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by: dawntheyank
January 28, 2012
Author's Rating: 0/5.0 store rating
I recently purchased the PBteen Solid Favorite Fleece quilt in Full/queen. I love it , it looks and feels great but it is so thick it won't fit in my front loader which is a fairly large capacity washer...I probably would have chosen an alternative had I known this since the laundermat is NOT one of my favorite places!! I wish it had mentioned it in the product description next to Machine washable.....

by: rehcra
December 14, 2011
Author's Rating: 1/5.0 store rating
Errors on monogram, hold an hour, UPS picked up items for replacement.  Never replaced them, hold another hour, out of stock. charged for all bummed birthday girl.

by: mawi54
November 13, 2011
Author's Rating: 1/5.0 store rating
Not happy with the quality of the furniture.  Found out it is made in China and has a C rating in Baby Bargains book.  Each piece had a deliver charge that was outrageous.  I was going to order Young America furniture.  Sorry I didn't. It is greenguard certified and is cheaper.  Also, the drawers open up all the way.  The Pottery Barn pieces only open half way.

by: mt_girl
July 28, 2011
Author's Rating: 2/5.0 store rating
I placed an order at Pottery Barn Kids for a sheet set for my son's bedroom.  The order was placed on July 19, 2011.  On July 28 I looked into the status of the order as I had not received it yet--I had been charged.  I had been sent an email on July 20 saying the item was soon to be shipped.  When I contacted Customer Service, I was informed that the item was on back order and would not be available until after August 1.  Apparently, Pottery Barn Kids did not consider it necessary to inform me of that delay.  This was my first experience shopping with Pottery Barn Kids and I was surprised that the Customer Service agent--while agreeing that this was an example of bad customer service--could do nothing to remedy the situation and indicated that this was just the way PBKids did business...I do most of my shopping online and consider this to be the exception and not the norm for online retailers.  Adding the lack of customer service to the high, high cost of shipping (shipping charges are based on price, not size, weight or distance)--I will probably not shop from this retailer again. 

by: doggiemom10
May 4, 2010
Author's Rating: 2/5.0 store rating
The products are great, but their customer service and fees are terrible. My granddaughter desperately wanted a changing table dresser from Pottery Barn Kids for her new baby's nursery. The dresser was $599, which seemed fair. The delivery charge, however, was $215. We offered to pick up the changing table at the store, where they had them in stock, but we were told that even if we picked it up, we had to pay the delivery/set-up fee. When I complained about the excessive charge, their customer service rep told me "tough, that's the charge."  I guess they have sufficient customers that they feel they can charge 35% to deliver a small dresser and then tell a customer--too bad if you don't like it. If you want something from them, know in advance that the charge is really much more than you think. I will not be buying the matching items that my granddaughter had hoped I would purchase.

by: supermom88
September 28, 2009
Author's Rating: 5/5.0 store rating
I ordered a bumble bee and a panda costumes from for my 5 year-olds and a 3 year-olds and they LOVE them!  They are just as cute as in the catalog.  Price was reasonable and the shipping was fast.  I am very pleased with my purchase.

by: funshop
September 24, 2009
Author's Rating: 5/5.0 store rating
Hi I recently bought the StarWars bedding for my kids.  Both the boy AND the girl loved it.   We got both the quilted bedding and the sheeting.  Both are high quality have not faded at all after several washings.  My wife and I enjoy the nostalgic connection to the films and in turn it's a connection that we make with our children.  There's kind of a 'retro-hip' quality about the product that everyone in the house enjoys. 

by: katoomba99
September 21, 2009
Author's Rating: 5/5.0 store rating
I recently ordered the Catalina bed from PB Kids and am VERY satisfied with my purchase! This high quality bed is a great value at $399 and it arrived less than 2 weeks after placing my order!

by: lorilev
August 22, 2009
Author's Rating: 1/5.0 store rating
I purchased these roman shades for both my sons' rooms from pottery barn kids.  I am extremely disappointed with the quality!  First, they do not lock in place (you must wind a cord around a cleat...very inconvenient..especially in a child's room).  Second, they are wrinkled.  Third, the lining is horrible.  The blackout layer is actually fused to the fabric itself so that is not a problem; it is the white cotton lining that hides the inner workings of the shade that it problematic.  It is always wrinkled and never folds properly when the shade is raised... so from the outside of the house the windows always look terrible.  I have to lift the shade up, stick my head behind the shade and manually fold the cotton lining for each pleat every time I raise the shade.  I seriously regret the purchase.  Considering the price and shipping fee I could have had these custom made!!!  Live and Learn.

by: kaundrea24
July 7, 2009
Author's Rating: 1/5.0 store rating
Pottery Barn Kids
Today in the mail we received notice that the quilt we ordered in an entire bed collection was sold out.  We received and were charged for the rest of the set.  No one called to ask if we still wanted the set or to let us know the quilt was not going to be delivered. 

When I got the letter, I called customer service to see if we could send the set back.  The customer service rep said "yes" - if WE paid for shipping.  She also yelled at me and said "this is our policy; it has been for a long time and what's the problem?"  When I asked to speak to a manager, I was put on hold for a half an hour and then hung up on.

I called back and got a more polite representative who said I was hung up on because the managers were all out to eat. Didn't I know it's dinner time?  I asked why I was hung up on rather than just told a manager wasn't available.  She said I don't know and no one apologized to me.  

It was the worst customer service experience of my life and I wouldn't shop in Pottery Barn Kids....EVER.


by: christamus
January 16, 2009
Author's Rating: 2/5.0 store rating
I purchased two sets of sheets from PBK online.  One set had been opened previously, and on initial inspection looked OK.  But when it came time to put the sheets on the bed, I found that the flat sheet had a hole in it.  It was too late to return the sheets, PBK's 30 day return policy had expired.  For the price I paid, I am not impressed.  Watch out with this company, they are palming off their returned and damaged goods on the unsuspecting customer.

by: soonee
August 26, 2008
Author's Rating: 2/5.0 store rating
I ordered an entire set of baby nursery furniture on 6/21 and only received the shipment of final 2 pieces on 8/9. That was with the wrong slip cover that didn't fit the Lullaby glider (after such a long wait). I called PBK customer service immediately ...
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by: seekthetruth90
August 25, 2008
Author's Rating: 2/5.0 store rating
I ordered a lounge n chair from the PB Teen catalog and was very disappointed when it arrived. The size is good for a kid, but not many teens would be comfortable in this small chair. The fabric looks and feels cheap, but the price was anything but. When I called customer service they said they could not take it as a return because they considered it to be a special order, even though it had not been monogrammed. So, basically I just wasted $175. Not easy to swallow in today's economy. I will never order from PB again.

by: guest46
August 23, 2008
Author's Rating: 1/5.0 store rating
Horrible customer service. The representatives know nothing about their products. Misinformation was on their website and I received no apology or price adjustment, despite the fact that I had to wait over 6 weeks for a product where no wait time was indicated. Will never shop there again.

by: jnrlefton
August 8, 2008
Author's Rating: 1/5.0 store rating
The new bedding and furniture I ordered from Pottery Barn Teen was delivered in damaged condition. The boxes looked like someone had played hockey with them on the loading dock. I quickly contacted PB to remedy the situation and the customer service ...
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by: mother2be001
July 14, 2008
Author's Rating: 2/5.0 store rating
My husband and I were looking for a special crib everywhere here in Connecticut. We found the perfect one at PBK and we ordered it mid-June, along with a daybed and a changing table with a wall system. Also we fell in love with the night stand. We never ...
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by: reviewgal
July 7, 2008
Author's Rating: 5/5.0 store rating
I was introduced to the Pottery Barn Kids line, when I was looking for a twin comforter for my kids on Ebay, I started seeing that these simple comforters alone were going for $160+!... thats no sheets, pillowcases etc..Just the comforter!!! LOL So I ...
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by: lilskittle82
July 2, 2008
Author's Rating: 1/5.0 store rating
I ordered a bedding set from Pottery Barn Teen and although the order and shipping experience was nothing less than exceptional, the quality of the set was PITIFUL and the color of the product was misrepresented by the company. I emailed customer service regarding my issue and they sent me one of those pre-written emails saying that they do not like when their customers are unhappy and they will send my concerns to the appropriate department, but not to expect a response. So basically, "Oh well." Needless to say, Pottery Barn will not be on my list of places to shop from here on out. If I can make one suggestion, just continue receiving the catalogs to waste their money, and try to copy the looks yourself.

by: pcjc629
May 19, 2008
Author's Rating: 5/5.0 store rating
I recently ordered the large Carolina table and two benches for my son's room. I was a little hesitant to order furniture online since I was afraid that it might become damaged in transit. We live in a remote area, though, and there were no stores locally carrying exactly what I was looking for. So... I took the plunge and ordered online from PB Kids. I have to say that I was thrilled when the furniture arrived and there was not even one dent, nick or scratch anywhere! All of the pieces were wrapped extremely well for shipment. I do not feel that the amount of packaging material was excessive as one reviewer stated, but rather, it was the minimal amount of packing material needed to keep the items protected during shipment. The quality of the furniture I ordered is superb and the pieces were very easy to assemble. I am very pleased with my online order from Pottery Barn Kids and have placed additional orders with this store over the past few months. The customer service department has always been pleasant and helpful with all of my questions.

by: udc216
April 25, 2008
Author's Rating: 2/5.0 store rating
Generally, the products are lovely, albeit a little overpriced. Beware however, I did buy the Cortland Table Lamp for my son's room. Although it was purchased 2 years ago, it was hardly ever turned on. Recently, when using it, smoke started coming out of the lamp where the light bulb screws in. It wasn't the light bulb, but definitely the light base. We immediately turned it off and took it out of his room. Upon calling Pottery Barn, I was told that since it was over the 1 year for return, there was nothing they could do. Needless to say, I wasn't happy. By usage standards, this product is almost brand new with some type of electrical defect, which is not what you want in a child's bedroom. They should have done the right thing, even though it was over the 1 year period. This was a safety issue, not a change of mind. That will be my last trip to Pottery Barn Kids. I hate to trash a business for one issue, but quite frankly, this was a serious safety hazard that they had no interest in correcting. I'll take my business elsewhere

by: catherinebaile
March 9, 2008
Author's Rating: 1/5.0 store rating
Shopping experience is fine, nice people, quality is okay, but the furniture is off-gassing to the point I may return it, we've all got a headaches from it. This is for a kids room, what kind of company would do that. The packaging as so excessive and un-recyclable (mounds of styrofoam)that it won't fit in our weekly garbage can. For the price your getting mdf mixed with wood furniture painted with highly off-gassing paint. It's manufactured in Vietnam. From now on I"ll go to Room and Board for better quality design and more healthy products. Most of their products are also make in the US.

by: tk417
February 28, 2008
Author's Rating: 1/5.0 store rating
I have shopped PBK many times. I thought they were fine until I had a problem with my order. I purchased a complete set for my daughter's bedroom. The items were the same set but did not match each other. When I called about this they told me that it was too bad because they were on sale so therefore nothing could be done. I understand their policy, but if there is a problem with something I still think that they should try to resolve the issue. I can't believe they have such terrible customer service. This was not expected from them.

by: sunnyday2
January 10, 2008
Author's Rating: 1/5.0 store rating
My shopping experience online was terrible. I did not receive what I ordered and then had a very rude customer service person when I called. I have 3 examples in 2 weeks of poor quality and the wrong item shipped from friends. I used to like pottery barn and their quality, and now I doubt I will ever purchase anything there.


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