Pottery Barn Kids

Their organic bedsheets used to be soft and last for years. I just bought a replacement (animal print) and it feels like sandpaper. I went into the store to exchange them, thinking it was a bad "batch." Nope. They must have changed suppliers. The sheets are no longer worth the extra cost.

I purchased a bed for my kids from Pottery Barn, and after moving houses, I unfortunately lost the hardware set needed to reassemble it. I visited three different Pottery Barn branches in Dubai, trying to request the hardware set to fix the bed. However, the customer service has been non-existent—no follow-up, no assistance, nothing. It's been four months, and the bed remains useless. This has been a deeply frustrating experience, and I regret buying from this brand. I strongly advise anyone purchasing furniture to thoroughly check the after-sales service, as my experience with Pottery Barn has been a big disappointment.

I was ordering a baby shower gift and the picture of the item said free shipping on 2 different screens, but once I put it in the cart and finished my transaction, It charged $29 for shipping.
I called customer service. The first woman I spoke to was very rude & she did not inform me that she was going to transfer me and all the sudden I was speaking to a different customer service rep. The second gentleman was very polite. He tried to be helpful but management said they could only give me a gift card for the shipping charges, but I do not have small children and do not shop at pottery barn kids so it did me no good.
I was very frustrated!

Ordered a new backpack for my daughter in early August. The shipping date kept moving back until it eventually arrived in early November. The design was really cute and she loved it so I was ok with the wait, but then after two weeks (of light use by a first grader) one of the straps just completely tore and keeps getting worse. I'm kicking myself for assuming better quality. It should be a major red flag that they don't seem to have reviews on their site. Definitely never purchasing from them again.

I bought my daughter a backpack in August. She only carries her lunch, snack box & water bottle in it. It is already falling apart after less than 5 months of use. I spoke to customer service today and they stated there is no longer a warranty. Just a 30 day return policy. I won't be buying another backpack from them.

Pottery Barn kids is really a joke. I do like their products, but what is it worth if you never get the right items plus Customer Service is not helpful at all. We gave them 3 chances to deliver the correct mattress and we always got the same wrong one.

We always had to store the wrong item, we had to spend hours on the phone with Customer Service, plus our sleeping situation was a construction side, as we were waiting for the right mattress to arrive. Well I am done with that shop and will never ever buy anything there again.

My son is in Kindergarten, he is not carrying large textbooks a day. He carries a folder, lunch and water bottle. The water bottle holder broke and they will not replace it. He started using this backpack in August when school started, it is now February and its broken. Their backpacks don't even last a full school year. When I reached out to customer service they were dismissive and said there was nothing they could do. Do not waste your money on a product that won't last from Aug - June!

We ordered a $1300 rocking chair for our second baby and it broke within 9 months of using it. We had gotten a $300 chair from Target for our first born and that still works. When I called, they said they don't have a warranty on their furniture. Unbelievable. I will never be shopping at pottery barn kids or any of its sister stores again. I'll tell all my family and friends to stay away as well!

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 wanted to purchase a couple of items off of PBK and to my surprise my cart updated after I placed the items in the cart. I reached out to customer service two different times and even tried to show them a picture of their website showing a different sale price. Both representatives were unwilling to assist me or offer any type of promo code. They don't value new customers at all and the customer service is all over the place. The first rep I spoke with was rude.

Hi, I purchased (like I do every year) 2 backpack's, 2 lunch pack's and 2 water bottles from PBK for my 2 grandchildren this year on 8-16-23, today is 8-9-23,1 Hello Kitty lunch pack arrived today. The monogram was all wrong, white, on Hello Kitty design my granddaughter's name disappeared into one of the hearts of the design and can't see the letter a. The design was too close to the top of the lunch pk. And all the letters a an other a, l I a we're all lost into the design, when a 1/2" below was just pink (no design at all) her name would have been visible and perfect. They would not fix the issue and said we can't help you! I could not believe it, all the yrs. I spent money at PBK's, I thought (because it was their mess-up, not mine) they would stand by their workmanship, and display amazing customer service! Sandy

This company has the worst customer service I have ever experienced in my life. Ongoing issues with an order, nobody knows whats going on, and the customer service team is RUDE and unknowledgeable. If you need to receive this item for a specific date, don't buy it.

I received an email that my item shipped 2 weeks ago and nobody at PBK seems to care that its sitting in limbo somewhere. They won't follow up with me for another 14 days - an entire month after the item was supposedly shipped. Ive spent hours and days reaching out to them over the last 8 days. Everyone has said they are confused, provided extremely different information to me, provided inaccurate information to me, been extremely rude, told me to email then told me to call... list goes on and on. If you saw their email communications, its absurd.

Just awful and frustrating service all around and does not come close to matching the extremely overpriced tag on these items.

They are the worst ever. I bought 4 sets of boys kids sneetsets for my two grandsons.
Every time I wash them they need ironing.
Yes, they are cute, but require too much maintenance.
I have tried washing them together and drying them. Wrinkled
I have tried washing a set alone. Wrinkled.
Very poor quality

I bought over 5k of my baby registry with them. The last Item was a gliding nursery chair which I bought at the store in palo alto. They told me it would be delivered in a month. I changed my mind after two weeks and cancelled the order, they refunded me partially and charged 180 dollars for shipping that never happend. Their policy was never disclosed to me. It was a terrible mistake and I will never shop at any pottery barn, pottery barn kids or sonoma. The worst experiene.

Returned a toy for months and did not receive refund, After call customer service, she said there was some issues with check-in in their system and confirmed they did receive the toy, and I shall expect the refund in 2 days, After 2 days, I noticed I only received partial payment I originally paid. Very unpleasant experience.

Ordered a chair as in stock and ready to ship. A week after the advertised arrival they then say it's still another 3 weeks. Hopeless phone staff who can't do any more than the website says. Clearly their logistics is a mess.

Don't use for furniture unless you can get something from a store or don't care when it arrives.

I've ordered many PB Kid products and been very happy with everything. Their dressers in particular are better made than items I bought in Wayfair that looked similar. I've been happy with the Blackout drapes, crib sheets, kids bedding, pillows, lunch boxes, and backpacks over the past 5 years. I've even made mistakes ordering monogrammed items and they've returned them even though they can't resell them. That said. Their shopping experience is a pain. The website has few filters and no reviews. Hitting the back button starts your search all over again. I often have issues applying promo codes or reward certificates. Calling customer service is a pain and hold times are slow. Shipping times are also slow, and are often 2-4 weeks for delivery. The unique and aesthetically pleasing items keep me coming back but I hate using their website.

I have been back and fourth for MONTHS with their support team about the difference in size of embroidery on two anywhere chairs i purchased. The size is drastically different. Especially when together, which i planned for them to be. They have sent the same exact small embroidery at least 4 times and won't try changing anything. They say they can fix it and don't yet send it still… then the last interaction they told me to pick a new color cover and let's try that. Was due today but nope they cancelled it since they've sent too many. Complete garbage support… they don't care at all.

When we order our kids lunch box we didn't know the ETA would be for the following year…recently received a bill that was 7 months old. Over five phone calls. We just keep getting the same message "all taken care if" and "it's on the way" and yet we have received nothing. I didn't get what I bargained for, this company gladly took our money but have failed to literally deliver what was order in July of 2022! Now April 2023