Potterybarnkids Reviews 

This place stinks, scamming company, they randomly canceled my order for no reason and took my money. Almost $400 for my nieces and got cancelled so they didn’t get a gift from me, it’s unprofessional and embarrassing. Worst customer service, terrible microphone sounds very distorted and scrambled almost felt as done on purpose so I would hang up cause I couldn’t hear what the person was saying. All and all horrible experience, I definitely don’t recommend pottery barn kids

Wrong color sent for a $250 baby carrier. They will not return or exchange.

I almost hate to relive the horrible service experience in this review. Worst customer service; I would never buy from them again. They sent me a child's chef's monogrammed apron missing the hat in the set, and made me jump through hoops to try to correct THEIR mistake. I still don't have it after more than a month and too many calls and chats. I would never buy from PBK again.

I ordered a Christmas gift for my baby well in advance, expecting it to arrive on time. Instead, after 5 days, my order was refunded without any notice, explanation, or communication whatsoever.

Customer service did nothing to inform me, offer an alternative, or even apologize. I only found out because I checked my account myself. This completely ruined my plans and caused unnecessary stress during the holidays.

If an item is unavailable, the bare minimum is to notify the customer and provide options — not silently cancel an order for a baby’s Christmas gift. This shows a total lack of professionalism and care.

Very disappointed. I would not recommend ordering from here, especially for important occasions.

I’ve recently purchased ALOT of items from PBK as Christmas gifts.
1. Expensive and they DO NOT PRICE ADJUST when goes on sale … even within a week!!!! Only adjusted if item is not delivered…what the WhAt!???
Is this a scam or what??! I just purchased last week!
2. Quality is really bad. Purchased “Chelsea” kitchen… parts of it is just a Lowe’s type small side cabinet. NOTHING special for the price! I have to pay an exorbitant amount of shipping to return.
2. Customer service is the WORST I’ve experienced. Rep could not even tell me where my closest store would be if I wanted to do an “instore” return. Rep told me to check on google! WHAT??!!!
I do not recommend

Fraud ! Scammers ! DO NOT order from them!!!

I placed order of two items and they automatically charged me. The next day they charged my card AGAIN!! And now they keep on trying to get more money from my card . My bank advised me to cancel the card .

Scammers !!! My money is still on hold by them!!! No items received !!! I was charged 3 times in total!!!

Still waiting on an order from October. Every time I chat. I’m told all the reps are busy and they don’t allow waiting. Poor service. I’ve waited for this item since October and paid way too much. Very disappointed and frustrating. Will never order from these people again.

I ordered a baby gift 7 Nov. The delivery date was stated to be 14 Nov. I needed it faster so I paid extra for faster delivery (3 days). On 25 Nov I contacted their customer service as the package hadn't arrived, and was told they did not have the product at the moment of delivery and the fast shipping only applies once they get the product in stock. I was not informed the product is not in stock, but was allowed to pay extra to receive faster than by 14th. The baby gift is now humiliatingly late and have paid money for a gift that did not arrive on the promised date, let alone faster. How is this even illegal?

I ordered one girls' jewelry box. They shipped me two instead. I was honest, called them and told them what happened. I was told to take it to UPS and tell them "return to sender." I did that; however, because the box was opened and merchandise removed UPS could not send it back. I came home; called Pottery Barn again. I was on hold for some time when they finally sent me a prepaid shipping label. The company never acknowledged my efforts to be honest and take the time to do the right thing. I offered to donate the box to a "Give a Christmas" but they want it back. I have to go back to UPS again to see if they will take the shipment. SO disappointed in the way they handled this situation. The two agents I spoke with were very nice; however, management never took the time to recognize my efforts and be kind enough to have the jewelry box donated.

THE WORST EXPERIENCE.
I WOULD NEVER BUY FROM POTTERY BARN KIDS IN MY LIFE!
No matter how cute/adorable the item looks, the shipment is a completely SCAM!
I purchase my son and I, Halloween costumes on Oct 12th to be here by at least a couple of days before Halloween.
Guess what? It's going to arrive by Nov 3rd.
Even though I contacted costumer service just the 2 days after the shipment was supposed to arrive (apparently by Oct 22nd) to find out it wasn't even been shipped yet....
Of course NO ONE gave me a clear reason why but " I'm sorry there's not much I can do about this" the representative was just rude and careless about the issue
I paid $350 CAD for costumes we are not going to even use.

My package was damaged in transit and the customer representative refused to do anything to help me other than send an email up the chain. He was rude, made no effort to ship out a replacement or provide any solution to remedy the problem. He abruptly said that it is not Pottery Barn’s responsibility to front another delivery fee… So now I have a package that is being held by Purolator indefinitely and no refund or ordered items to speak of. It has been almost 20 days now…

I will never purchase from there again. I am going to have to dispute the charge with Visa at this point.

purchased an embroidered backpack for my son for Christmas. He started using it when he went back to school in January, and by the end of April, the plastic zippers had broke I have owned five different backpacks over the years from pottery barn kids. Two of them are over six years old, but the quality of the product being sold as diminished immensely I contacted customer support in April and again in August I was told that they do not honor any warranties outside of six months even though I had contacted in April because they did not get all the information they needed They refused my request to send a new one At the price point that you’re paying, it should not feel like you’re getting your backpack from Amazon

Pottery Barnes product has definitely been made cheaper in order for the company to make more money yet their prices did not go down I’ve attached a picture of the broken As well as the other ones that have lasted, you can noticeably see the difference in material used

I purchased a baby dresser for my disabled son. It cost over $800 and in less than a year the drawer broke! I want them to fix the drawer and perhaps someone else could use it. Thus far, they are refusing?! I don’t expect money back but, please fix it!! I should have gone to Walmart!

They sent me the wrong item and although it was their mistake, they expected: 1) that I print out the return label (I don’t have a printer and they won’t give you a barcode) 2) I drive to UPS to return the item 3) the correct item will not be shipped out until the incorrect item is received and processed
They would not provide a partial refund even though I had to waste my time and my item came very late. For the record, the CEO makes $27 MILLION EVERY YEAR. And they can’t give me $50 back because of their mistake? Or at the very least ship the wrong item immediately.
The one good thing was you can contact customer service through text.

Ordered 2 kids adarondak chairs as gifts. Ordered July 8. Received confirmation would be delivered to store July 13-21. NOPE STILL HASNT ARRIVED- update now says 29th) NOT in time for the party and wow CUSTOMER SERVICE IS WORST IVE EXPERIENCED. I will NEVER shop here again

I bought two different pricey gifts for two different families. Both times Pottery Barn Kids left out my gift card but were quick to take my $8.50 for gift wrapping. I was so embarrassed to have to call to see if they got it. No message in either gift so they had no idea who sent it!!!! Unacceptable. My God Son thought I just did not acknowledge his first child.

I have ordered a loft bed for my daughter on the website. First, they delivered a broken bed. Second time they came with the replacement but couldn't wait for 15 minutes until the service elevator would get free. They simply went away. I asked them for a specific time for the delivery to ensure that I can be at home when they come. They refused to do that. Their third attempt to deliver failed today. NO SHOW with no explanation or warning. I will NEVER buy anything else at Pottery barnkfids. The most terrible customer service, I've ever encountered.

I made an order for a stroller and cars seat for my daughter they sent the stroller and no car seat, I spoke with a women who asked me to send the stroller back so they can send both pieces at once. The women told me she would ship everything out the next day and I would get it by the shower which is next week. I looked at the shipping and they keep pushing the date back, this is unexpectable I have called a few times to speak with someone and noone has accurate info DO NOT ORDER FROM HERE they take your money and give you the merchandise whenever they want

Having our first child due in April this year and ordered the Blythe Dresser and topper back in November 2024. The dresser was delivered on Jan 25th 2025 and we were told by the driver that they would be delivering the topper within the hour (I guess it was on another truck?). We waited all day and no topper was delivered.

We reached out to customer service and they ended up having to place a replacement order. We were told the topper would come between Feb 2nd-20th, more likely in the earlier time frame. It is now February 26th and we had reached out for an update and heard nothing back. I also was not able to search the new order on the website, when I did there was no tracking information.

I called Pottery Barn Kids again and they let me know that the topper now would be delivered between Feb 20th-March 13th (really cutting it close to my due date at this point). You pay a lot of money for a topper ($200) and then the additional delivery service (+ tip because it is not the delivery drivers fault). This also requires you to be home for delivery, which is difficult when both parties work.

Overall the furniture itself is nice, but this entire situation is the reason for the negative review.

Horrible customer service. I have a baby registry with PB Kids and because someone purchased something outside of my registry, I cannot return the item past 30 days of the date the person purchased it.. despite only having been GIVEN the gift last week. What type of policy is this for gifts? I have registries with other stores that given me 6 months or even. A YEAR to return gifts for a credit. Pottery Barn is so expensive and then they have the nerve to limit you to 30 days for a gift return. Stupid. Moving the rest of my registry items to Amazon, PB Kids simply isn’t worth it.