Potterybarnkids レビュー 

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!

Just had the absolute worst experience with customer service at Pottery Barn kids. I placed an order October 14. The order was canceled by Pottery Barn. I did NOT receive notice of cancellation. The order should have been delivered this week, so I went to check the status and discovered it was canceled. I called customer service to find out why. At first, I was told fraud. I called the bank to inquire, especially since no notification from the bank of fraud. The bank stated no fraud has been noticed and there was a hold placed for the amount of purchase, but then never processed by pottery barn, so I called customer service back. During my conversation she informed me all the information was correct, so she suspects it was canceled due to them running out of stock. She did try to assist me to see if the items could be reordered but they’re not available and it could be months. I also searched on other sites and am unable to find the items. Then customer service said I would have to talk to collections to find out why it was canceled. They wouldn’t transfer me, but I would have to call. She gave me the number, so I called collections. The lady there stated she can’t help me, we would have to call the editing department. So, We called the editing department. All of our information on both billing and shipping was correct. Correct name, address, phone number all matched, so pottery barn canceled the order when it shouldn’t have been and without any explanation or notification. At this point, We asked to speak to a supervisor. The lady said we would have to call customer service back to speak to a supervisor. The person that answered the phone hung up after a supervisor was requested. We called again and were able to get a supervisor, but all she was absolutely no help and stated the items aren’t available so just go and order something else…

Is she serious?! We ordered a specific item for a reason, if we were okay with something else we would’ve ordered that from the very beginning!

Then she tells us we’ll call editing back and tell them to push it through?! Sooo, again I ask how can they push it through if it’s not available. Her answer again was well that’s why I’m telling you to order something else.

After hours spent on the phone and a whole day wasted, I still don’t know why my order was canceled and I still can’t get the items I ordered. This is my first baby, and I need the car seat. This is one of the most important purchases for a baby. I will no longer do business with pottery barn or any affiliates.

I've had an amazing experience with PotteryBarn Kids. I purchased a floor lamp with glass shades from them and accidentally shuttered one of the shades myself a couple of months later. I wrote to the customer support asking if I could purchase these shades, but they instead sent me a set of shades for free, knowing it was my fault. If I can count on them standing behind their products to that extent I'll keep buying from them for sure. Thanks PotteryBarn, great job!

We had ordered a crib from PB Kids in May of 2021. It said it would be delivered in July. It kept getting back ordered for an additional month every time the delivery date had passed. Once it said the delivery date was back ordered til past our due date (which is the end of October 2021) we decided to purchase a crib in store that was in stock. It was very similar and we ended up paying about the same amount. The reps in store told us we could easily cancel our online order for our original crib and the money would be refunded to our credit card. The first time I called customer service to cancel our original order, they told me I couldn’t because the order had already been processed in the warehouse and was preparing to ship (which it had said for months). I decided to try again a different day, this customer service rep told me I could cancel the order and my money would be refunded to our credit card. I waited 3 weeks and still saw no refund. I called again and asked if the refund was issued, and they said it has not been issued and that they could only give me store merchandise credit! After I explained that we purchased a different crib from PB in store and that I would not accept store credit, she agreed to refund the money to my credit card. Still waiting for the refund. Terrible experience, and I’m still hesitant that I will never receive my money back and that I’ll end up paying double for a crib.

If I could give 0 stars I would. Horrible customer service and employees who do not know the company return policy. I was told on two different occasions that I would get a credit card refund for a broken chair I purchased. When I called today the manager told me only a store credit can be issued. The manager was no help and when I asked to speak with her boss she told me she can't give me that information because it is private. I understand the chair was purchased last year, but when two employees tell me I will get a credit card refund I expect to get a credit card refund. This was an error made by Pottery Barn, but the employees have zero accountability.

We’ve had terrible customer service with Pottery Barn Kids UK. We placed an order on 18 August for a cot bed and matching dresser/topper combo. We received confirmation of delivery of our items but we’re then told on 4 Sept that the dresser set was out of stock and that they expected back in stock “shortly”. We emailed without a response and so called the helpline who informed us the only out of stock item was the topper for the dresser (purchased as a bundle) and that this would be back in stock on 15 Sept. We agreed to wait till then but in the meantime, received a separate email telling us we wouldn’t receive the item till 14 October.

I immediately called the team again and requested that the bundle be split, the dresser arrive now and the topper be sent in October. They had to check with their support team on this and would confirm in 1 hour. An email was received saying it would not be 1 hour but actually a few days to get a response from the UK support team.

A few days went by and I called again. I was then informed that the process was actually 5 days to hear from the UK support team.

5 days came and went, I called again and asked to speak to a manager. The team lead was “on break” and would call me back.

No one called back. Two days later I called again and was told that there was no team lead, that their escalation process was to email a manager and expect a response in 24 - 48 hours!

I am still waiting for conformation from the UK support team or a manager on what can be done with this order. Our baby is due in 2 weeks time and we really wanted this piece of furniture in place by then so we have somewhere to change him.

I am so disappointed with this service and at no point has anyone offered an apology or an acknowledgment of fault.

Do not buy anything from Pottery Barn Kids, if you wish to actually receive your order.
I purchased multiple items over 25 days ago and have not received any products or shipping information.
They will not refund the money and can not confirm when the items will be sent.
The customer service representatives are rude and have refused to confirm a date the items will be sent or a refund.

I couldn't go for my dear friends baby shower because of covid risk so I thought of making up for it by gifting her a pottery barn kids gift card. Ordered it Aug 16, and four customer service calls and a facebook messenger complaint later, I still don't know where that darn gift card is! No one in the company knows! Apparently they have no way to track the gift card which was sent through USPS. What, are we living in stone age??
Beyond frustrated with this experience. They've permanently lost my business.

They suck. Order and delivery disaster with no refund. Customer NO service. Don’t waste your money and buy somewhere else. This is why I choose Amazon. They are always accommodating, ship on time, deliver on time and if there is an issue they help. Pottery Barn Kids does not.

If I could give them less stars I would. This is the worst experience with customer service I have ever had. We ordered our crib and baby dresser in May. Our baby was due in October and they said it would come in august. We took the day off of work for when it was scheduled to be delivered and the day before they send us a notification it won’t come until March of the next year! Customer service keeps passing us around and telling us there is nothing they can do. DO NOT ORDER FROM THEM

Horrible/ poor quality of backpack for the value we pay. They have worst customer service representatives, extremely rude on phone call. Absolutely do not recommend Pottery barn to anyone and will never shop here again.
Orders always arrive late.
Quality of backpack and lunch bag is poor, stitching came off on day 1 itself.

I ordered a crib in May. First estimated delivery was beginning July, then end of July, August and now end of September. By the time we receive this crib, the baby will probably be a toddler. Customer service doesn't give any information.
Will never order again!

I ordered a a backpack for my daughter on July 6. Plenty of time before school started, right? Nope. My daughter started school 2 weeks ago and still no backpack. I keep getting emails pushing back the delivery date- now it’s September 8. I called customer service and the lady knew nothing and didn’t care. She just kept reading from her computer screen and I said “yeah that’s what my email says…” nothing. Worst company ever!

Like other reviewers, I ordered back to school items for my kids because delivery estimates on the site indicated they'd arrive before school started. It's been 2 weeks since I placed my order, the first day of school came and passed, and my items STILL say "preparing to ship" when I check order status.

Called and emailed their CS who replied that it's "preparing to ship" (thanks, but I can also see that for myself, which is why I contacted you in the first place), she sent a request to their fulfillment center and said I should expect shipment in 2-3 days. That was 5 days ago. Still no products.

If I had to guess, they likely oversold the items and/or their DCs can't keep up with the demand. If that's the case, why would you set customer expectations on the site with a bogus delivery date and then not notify them when you can't meet that expectation? I'm sure other parents, like myself, ended up having to look for alternative solutions at the last minute. How extremely frustrating it is to be paying so much for these products and then have to deal with such a horrible experience.

Supply chain needs an overhaul, communication needs to be more proactive, and the website needs to better set REALISTIC expectations. If something's backordered, say so upfront so people don't place orders due to incorrect info. If you set a delivery date, meet it. And if there is an unexpected delay, tell your customers so they don't have to reach out to you, receive canned responses, and leave scathing reviews!

I bought a backpack and lunchbox for my daughters school year. When I ordered, it said delivery August 14-16, which worked out well, so I placed my order knowing it would arrive before school started. School starts August 18, still nothing from pottery barn kids. I tracked my package, it had no info. I checked in with customer service, no response. I tried customer service the next day, 2nd request, and they told me it would be there that day. It still didnt show up. Next day rolls around, still nothing, so I contact customer service AGAIN, with no answer. Their customer service is TERRIBLE and my daughter still doesnt have her backpack and lunchbox, so I had to purchase other ones for school. Moral of the story: SHOP ELSEWHERE, POTTERY BARN DOES NOT CARE!!

Awful company! Brought a cot bundle when it arrived only received half the bundle, phoned customer service (on the phone for over 90mins) one minute we were right we did order the bundle and are owed the other half, then we didn't order it when it says we did on our order summery and accused us of lying!
Tried writing to customer service and no help either.
We were told to take a picture of what we have ordered.
Also found out that the prices are different in their website to ours by £20 as well as the cost of delivery.
Awful company will never use again

All I can say is, “How the mighty have fallen.” I had an issue with an order in the past and they were amazing about fixing it, so I gave them the benefit of the doubt. I needed to return an item that arrived damaged. It had been on back order so it had taken a long time to arrive. I waited for a while and never got any kind of correspondence, so I called them. They said information was “missing” on my return (I had sent back the item and the paperwork they told me to print, so not sure what could have been missing). The rep told me she had added the information and I would receive it by April 8th. April 8th rolled around and I didn’t receive it. I called back and was told they didn’t see anything about it being sent but that they were “sure” I had been told the truth and to call back on the 16th if I hadn’t received it. I called back because it still didn’t come and was told that they hadn’t sent it; instead, they had sent an unmarked Pottery Barn gift card to replace it. That got trashed as junk mail, presumably, because no one told me that would be coming. The rep apologized and said she was going to make it right. She voided the gift card and said she was overnighting me a replacement for my item. Surprise, surprise- another lie. I waited several days and called back. Finally a rep admitted none of what I had been told was true. No one had overnighted me anything. They DID void the gift card and claimed that they refunded my money on PayPal, but I still haven’t received that, either. So they have my money, I have no clock, no gift card, and no refund. My next stop will be the BBB, but I feel like it’s important for people online to be aware of what they’ve become. Literally everyone I talked to told me one falsehood after another, just to keep me happy while I was on the phone. They have permanently lost my business and I hope you won’t give them your business, either. All they had to do was tell me the truth and refunded my money from the beginning and I would have just chalked it up to bad luck. This is inexcusable and purposeful and I am really disappointed in what they’ve apparently become.

Wow this place is some joke, how they are in business 65 years is beyond me. It is companies like these that give wayfair and amazon a good name. I ordered $3K worth of furniture. It has been 2 months and i keep getting emails that 1 of the 5 items is on back order... they did charge my credit card for the items that are ready to ship, but never shipped. I called because im sick of waiting, they told me the item back ordered will take 1 more month and all will ship in one order, LOL !!!! I paid for WHITE GLOVE, i purchased all STICKER PRICE no discount, this is not a way to treat a client. So i asked for a manager, it took them a good 10 minutes to find one.... She was nice enough to make a "ONE TIME EXCEPTION" and ship the items they already CHARGED ME for months back..... geee luiizzzzzzzzzzz, come'on man lets be normal here..... So she comes back on the phone, and tells me "well first available date is 3 weeks from now (WOW FUNNY, EXACTLY WHEN BACK ORDER ITEM WILL ARRIVE) and i tell her its way too far out there, she said its all i can do... i say ok fine, she then says and OH BY THE WAY IF THE BACK ORDER ITEM COMES WE WILL ADD IT TO THE DELIVERY.

So pretty much, she did absolutely NOTHING!!!!!

Anyhow, i would not buy from them again, i dont want to, they are horrible.....