Potterybarnkids Reviews 

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.

If I could give "0" star I would! Ordered a toy on Nov 27,2023 for my grandson and still have not received it. It was one of his Christmas gifts, but never arrived. I kept checking status of delivery and it was always the following week. So I bought him something else at another retailer and figured the item from PB would arrive just after Christmas. But it never did so I called to find out when toy would arrive and it was never sent out and PB wants to blame the vendor! Well I don't feel I should pay full price for an item that has taken over 6weeks to get here. But they blew me off and did not offer a discount, they said once item arrives then I call again and waste my time on hold to complain again!I will never shop here and I'm pretty sure most of my family will go elsewhere. Thumbs down for Pottery Barn!

Do not order anything at all. Still waiting for items 8 weeks later. Was then told one item has been cancelled. No refund and every time we follow up they say someone will reach out and no one does. Horrible service and experience be very careful. Still waiting on a solution

Ordered Carolina table and 2 drawers - received drawers - Table had estimated date 12/16/-12/18 ordered thru customer svc he told me its in stock and more are coming in...ok great. 12/15/23 rec'd email will not be here until after Christmas 12/26 - then rec'd email won't be here until 1/3 - 1/5/2024 - s/w rep they say its estimated - I said your estimated date then should be 12/16/23 - 1/13/2024 I would not order - You cannot talk to anyone higher than immediate supervisor and she told me "she is as high as I go"- Headquaters phone is disconnected - will probably cancel order - Thank you Pottery Barn for disappointing my grandchild

I submitted a negative review about an order but I do have to submit a positive review to the Customer Service team at Pottery Barn. They turned my negative experience into a positive one even after it was my error on the second order. Great Customer service to Linda and Jenine! thank you so much for your help

I went to the Miami store at Merrick. What a great experience. Roly helped me better understand a lot of the questions I had regarding assembly of one of the strollers and the options available. I highly recommend this store. I was there after 7pm which might have helped with the crowds

I placed an order for Christmas and they sent the wrong color item. I called for a replacement. It is no longer in stock. However, they want me to pay to ship the (wrong) item back to them! Why is it my responsibility ability to correct their mistake?! This is ridiculous. It is the cost of business to make things right that your company does wrong. No way should I customer be expected to pay for a mistake that you made! It is so frustrating. I really couldn’t believe what I was hearing.

I was trying to avoid the exorbitant shipping fee & processing fee ($27!) for a duvet cover so I changed it to store pickup - but they’re still charging a shipping and processing charge! I’ve never heard of paying shipping for store pick up - I’m doing you all a favor, PBK, by coming into your store - over priced products and desperately trying to make another dollar wherever they can - awful.

Extremely disappointed in not only the quality but the costumer service (not the agent just the process, the agent was nice). I purchased and personalized a water bottle for my daughter in the beginning of September, by the beginning of November the inside seal was no longer sticking to the inside of the bottle causing it to leak all over. It was not a wear and tear issue there are no dents etc. I called customer service about the issue and was told it’s out of the 30 day window so they can’t assist me. So basically they told me I paid $50 for a water bottle that lasted 2 months! I said I’m not looking for a refund because I just don’t want it anymore I am asking for the product to be replaced because the quality of the product given to me was extremely poor. Unbelievable. Never again will I be ordering from pottery barn if they can’t even back up their products.

Ordered a kids table, 4 chairs, and a table top cover. Chairs and table top cover arrived a little over a week later and received a notification that the table wont arrive for two more weeks. Two weeks pass and and now told it will be another week. Customer service cannot provide a more detailed tracking number, cannot cancel the order, nor talk about compensation until the full shipment arrives. Also said that if I return the products that none of the shipping costs will be reimbursed or covered and I’m out of pocket. This company has some of the worst customer policies and deserves 0 stars

Absolutely TERRIBLE. They will say an item is 'in stock', then once you order, they will promise a certain delivery date. Once that date passes, and you try to cancel the order so you can buy elsewhere, they will say the item is not eligible for cancelation because it's coming directly from the manufacturer. I end up waiting 2 weeks for a crib and TWO MONTHS for a crib mattress pad and cannot cancel the item.

Horrible customer service. I have been waiting for over a year for my product with no date in sight and everytime I call or email I get no support.
I am furious and will never recommend this business or use it ever again.

An expensive Disney princess water bottle was purchased ($26.50), along with the added name ($15). Unfortunately, the printed name goes directly over "Belle's" face, ruining the purpose of the bottle -a five year old enjoying the Disney princesses! With proper planning and craftsmanship, this problem certainly could have been avoided. My granddaughter was extremely disappointed with this water bottle which was to be used for school.
Unfortunately, the bottle cannot be returned - and I will not be purchasing products in the future from Pottery Barn Kids.