PBK - Hyde Park, Tampa FL
DREAM DELUXE RECLINER PERFORMANCE BOUCHER OATMEAL: 4-6 WEEKS DELIVERY (APPX EARLY AUG DELIVER. NOTHING IN SEPT AND LIKELY NOTHING IN OCT)
BABY DUE EARLY OCTOBER

When you are expecting a baby, the last thing you want to do as you approach delivery date is to be chasing up furniture that you order (to-date) 9 weeks earlier. Like most people, order furniture for your nursery is an exciting time and best to be done way in advance so you can get it before the little one arrives.
Sadly, I wouldn't recommend ordering from Pottery Barn Kids. If you want frustration, annoyance and overall terrible experience - order that awesome chair from PBK. I think the worst part of this experience is the lack of accountability and feeling like you've got nothing but 'tough luck - you can leave it or lump it'. No company, big or small should ever treat customers like that, especially those who are paying for something they don't have.

I didn't do my research for PBK ordering, and I promise you if I had I wouldn't have ordered this chair. Check out all the reviews, everyone is saying the same thing. This isn't something new, not a one-off experience, this is their normal.

6.28.23:
Purchased Dream Deluxe Recliner Performance Boucher Oatmeal $2099. Great experience with the store representative - told to reach out if I had any problems. Expected delivery date early August.
7.18.23:
Credit card charged.
7.29.23:
Delivered within 4 weeks - super excited.
Ayden Barrel Back Leather Swivel Armchair (not nursery chair) was delivered. Delivery guys - great experience. He called PBK support and took the chair. The label on the box was Dream Deluxe Recliner.
Nobody from PBK contacted me, so I called support. I was told they would look for my chair and if they couldn't find it they would order another one. I was told someone from PBK would call me on 7.31.23 to explain what was going on. No apologizes or action to rectify the issue.
7.31.23:
PBK never called.
8.1.23:
No communication from PBK.
Randomly received an email for the new order.
Expected delivery Sept 10-28 (11-12 weeks after ordered).
8.8.23:
Emailed PB support.
8.18.23:
Called customer service as expected delivery was moved Sept 18 - Oct 6 (12-14 weeks after ordered) and nobody had responded to my email. I was told product is on back order and can't do anything about it. I could cancel my order or wait, and that if I wanted to stop payments I would effectively cancel my order.
9.2.23
New email arrived for an update on my order.
Delivery dates revised Sept 30 - Oct 18 (14-16 weeks after ordered).
Called customer service - representative was polite and told the chair was on back order.
Loaner request
I asked for a loaner chair while I waited for my chair to be delivered and she was told by her lead that Florida doesn't offer loaner furniture but I could replace my chair with something they had in stock. Therefore, cancelling my original order and my chair. I told her no.
Checking local stores
She checked to see if any stores in my surrounding area had any of the chairs in stock. Coral Gables had one in stock. I was told they could arrange for me to go pick it up. (300+ miles). Asked why if they've got one in stock and since I've waited over 9 weeks, paying for a chair I don't have, got delivered the wrong chair, and paid for white glove delivery service why couldn't they organize to deliver it.
She called the store and then let me know they actually didn't have it in stock and other store in the nation had it - asked why one of those can't be delivered. Told sorry actually no stores have it. It's a popular chair and on back order.
Apologized but couldn't do anything.
Called PBK - Hyde Park
Since I wasn't able to get anywhere with customer service, I thought the store representative told me to call if we ran into any problem. I called, she told me 'I'll get an update from customer service and that I see you declined a loaner chair.' I declined a loaner chair because I was told they would cancel my original order.\

What a joke this company is. I should have listened to other reviews. Ordered my nursery recliner in October and was supposed to be delivered by the end of Nov. I'm pregnant and expecting baby in February. It was the end of November and realized I never had an email update about my order. It still said the time frame was between like Nov 3 - Nov 25th. So I call them. They look into it. They say "Oh it looks like it was sent to the wrong facility in Georgia!" I'm like uh okay that sucks but thanks for not letting me know. I wouldn't have known if I haven't called. So they said they would send an email out to Ryder, their shipping company they work with and have it rerouted back to CA. So they tell me they're waiting on their response. 1 week and a half goes by and I don't see any updates so I call again. They look into it and say yeah it looks like it was sent to the wrong shipping facility. It is currently sitting somewhere in Georgia. I'm like I know! That was the last update. Why hasn't it moved? "Oh we'll send another email to them". A week goes by, I call them again because the delivery time frame still says Nov 25th. I'm getting really frustrated at this point. I have asked them to notify me when things start moving. Nothing has moved! It is now December and they say I should get it by December 28th. Okay. I wait patiently. End of December is here and I see the delivery date has changed AGAIN to Jan 3-Jan 28th! Are you effing kidding me?! So now I call them and basically chew them out and they say oh it takes about 6-8 weeks to have it rerouted. Why?!?!? It should not take that long! This was their mistake and they needed to fix it and send it back ASAP! I asked to speak with a manager or supervisor. Finally get one after being told multiple times that they don't have that option for me. But then when I called again pissed off, then it was an option to speak to a manager. So manager was rude and useless. Kept ignoring me as I'm explaining to her what happened. No sympathy. Nothing she said to be able to fix their problem just that I needed to wait the 6-8 weeks for the reroute and I said no I'm not waiting that long for a reroute for it to be pushed again! I'm done! She was just silent on the other end which pissed me off. Her name was something like Jamilla btw. Horrible customer service on her end especially as a manager. After her and I just being silent on the phone for a while I just said forget this, I want a refund! My item was non refundable apparently so I thought they wouldn't grant me a full refund but she said okay is that what you want? I said yes. And that was that. She processed the refund. I have NEVER worked with such a horrible company in my entire life before. And they are supposed to be high end. It was my first and LAST time every ordering or buying anything from them! This recliner was for my baby's nursery room. They stressed me out so much as a new mother! I finally bought a nice recliner for half the price and it's already here! How it should be! Avoid buying anything from these clowns! Not worth the stress.

TAKE CAUTION SAFETY WARNING

I bought two Pottery Barn Kids Larkin cribs for my twin sons in November 2017. The crib is advertised as being a 4 in 1 crib so you can buy additional conversion kits to convert to a toddler bed etc. My sons are now 2 1/2. They started sleeping in their respective cribs at about 9 months old. I ordered the conversion kit to a toddler bed and in preparation for doing that I noticed that both the mattresses seemed to be sinking in the middle. I took the mattress off and examined it- there was no evidence of sinking in the middle. I then looked at the actual crib spring frame that the mattress sits on in the crib. The actual frame is warped and completely sunken in the middle. I looked at all the springs and they are not warped or stretched in any way.

I called customer service twice. The first time I was told by customer service that this is to be expected and the crib is two years old and the bottom wire frame will stretch out. I replied I was confused by this since they market the crib to be used throughout childhood and that the conversion kit to transition to a toddler bed requires me to use the same metal frame which is severely sunken in the middle. She stated that I could just buy some aftermarket wooden slats and put them down but that they will not replace that piece nor will they allow me to buy that piece again. I asked to speak to a supervisor at that time and was disconnected. I called back the next day and waited over an hour for a supervisor. This supervisor was named Suzanne. She also told me they will do nothing about it, and she has heard no complaints of this nature. I said I have been a long time customer and I am happy to send you pictures or that piece back to show you. She said well it could not possibly be a defect and had to be due to my children jumping in the cribs. I replied that makes no sense if your are a children furniture company and you advertise this to transition throughout their childhood that it will not even hold up 2 years. My children each weigh about 30 pounds. She then told me that if it was her and she had bought the crib she would just move on and buy a new bed. I told her I think that is ridiculous because I paid 1000 dollars for each crib with the expectation I could use them for years. She stated she is just not the " type of person who would complain to a company she would buy a new bed and keep it moving." She then agreed to let me return the toddler conversion kits I bought as obviously I cannot use them with a completely sunken in metal support piece for the mattress. They refused to do anything else and seemed to not care at all about my children safety. I have filed complaints with safer products.gov and BBB. Please be warned, because this could be a serious child safety concern as well as bad for your child's back. What is crazy is that on their OWN website they state "our sturdy, safety-tested beds are made to keep up with kids." along with a picture of two kids standing on one of their beds.

I am so disappointed in not only the quality but their customer service.

If you are thinking about ordering from Pottery Barn Kids, JUST DON"T DO IT. I ordered an item on November 22, the funds were put on hold in my paypal account, but I never heard from them. Called early December and was told that my item was scheduled to be delivered on December 6. Dec. 6 came and went so I called again and was told it would be delivered Dec. 10. Decided to check on Dec 9, and tracking showed that it had not even been prepared for shipping. Called last night and was on the phone from 10:30 to 11:10 pm when the rep told me she promosed to call me back in 5-7 minutes. 25 minutes later she called back. She told me the item was no longer available and that she was canceling the order. Told me to pick a similar item and told me she was going to sell it at a discount because of all of the trouble I had to go through. I told her I didn't have enough money in my account to pay for the new item because my payment was still on hold from the original item. She ASSURED me that paypal would release the funds immediately so I could us it for the new order. The were sending it rush delivery, but I had to pay for the rush delivery, which acually made the item only $2.00 cheaper than the first item I ordered, but I just wanted the order. Turns out, paypal still hasn't release my hold and I got charged for the new item and rush delivery, so it was more than I was told. Tried calling customer service this morning and as soon as I pressed the number to be transferred to customer service, the call cut off. This happened 8 times. I decided to wait an hour and call back. Spoke to 2 customer service representatives. The first one told me that it was going to take 2 business days for paypal to release my funds. I told her that wasn't what I was told and that I needed that money. She hung up on me. So, I called back, and explained the whole thing again, and she told me that it was going to take 5-6 business days for the hold to drop. I told her that was not what I was told and that I needed that money, and guess what? She hung up. Called back again and explained all over again. This person just transferred me in the middle of talking, but I got a recording saying that call volume was higher than usual. Called back, and this time Iasked for a manager. Person didn't want to give me a manager until I told her what the issue was. I told her I was tired of explaining it and was only going to explain it one more time for a manager. Was placed on hold and no one ever picked up. This is truly the worse buying experience on line and the worst customer service every. I ordered form Pottery Barn because I thought they were reputable. Should have checked the reviews BEFORE I ordered. Never again will I do business with them.

It is not surprising to me that Pottery Barn Kids has so many 1-star reviews here. Their ever-changing company policies intended to boost their bottom line at the expense of their customers are really the worst out there of any retailer I've ever dealt with. It's really shameless the way that Pottery Barn Kids treats their customers in the hopes of siphoning their money with less than ethical business practices and apathetic customer service people who don't want to fix the many problems that come with it. Yes, buying furniture from PBK is a horrible experience. I won't go into that here but suffice it to say, I've had similar experiences and add my disdain for PBK to the many other reviewers who've had bad experiences when ordering their furniture. It's all true!

This review is about PBK's newest "cash grab" campaign: shipping "open stock" items from their retail stores when a customer orders online. So here's the situation... PBK routinely changes out their inventory with new items (bedding, backpacks, lunch boxes, water bottles, plushes, etc) while clearancing out their discontinued items. Their stores have very limited shelf space for all of their items, so preferential shelf space is given to their new, full-priced items. Meaning about 90% of the stuff you see on their shelves is their new stuff and maybe 10% is their clearance stuff. Do they have more clearance stuff than what you can see on their shelves in the store? Yes, it's all back in their stock room and some of it may never see the light of day again, even though they routinely try and rotate these clearance items from the stock room onto the sales floor. It's just a matter of too much stuff and not enough shelf space on the sales floor. Does PBK want to sell all of this clearance stock that is back in their stock room? YES... desperately! So they came up with this ingenious idea to put these clearance items for sale on their website and, instead of having them shipped from their warehouses in Olive Branch, MS, because previously that's where all of the items listed for sale on their website have been shipped from, the items are shipped from the customer's nearest PBK retail store that has that particular item available for sale that is just sitting in their stock room. In other words, this item is no longer available to ship from PBK's warehouse, but is available to purchase from the retail store. However, PBK doesn't want you to know that. They've actually coached their employees to not disclose that an item is being shipped from a retail store. Lie #1. Now normally this doesn't seem like a problem. The average person is probably not going to care where the item is being shipped from, as long as they receive their item. Herein lies the problem: PBK's items at their warehouses in Olive Branch, MS are all sealed in plastic, and if it's a bedding item, in the original factory fold straight from their manufacturers. The same item from the retail store may be new or it may be "open stock," which means something that could have been a floor model, a customer return, opened and then refolded... you just don't know. So the unsuspecting customer who orders an item from PBK's website, expecting to receive a brand new in plastic item like they have in the past, never touched by human hands since leaving the manufacturer, may receive something that appears to have been used. WHAT? What kind of bait and switch tactic is PBK trying to pull? It just seems very unethical to me. I've received things like a crib sheet that looked like it had been on display, slightly dingy, no tags... a full sheet set that was missing its fitted sheet and pillow cases, just the flat sheet... another sheet set that was a crumpled mess, not in its original factory fold. What makes a PBK store employee think that it's okay to ship items like this that are "open stock," i. E. not in new condition? Here are some of the responses I've been give from PBK store employees: "How did you know it came from our store"? "Our customers are not supposed to know that the item was shipped from a store." Well, even though PBK is trying to be really sneaky by providing an invoice inside the box that gives the illusion it was shipped from their warehouse in MS, the return label on the outside of the box does provide the return address of the store where it was shipped from. In the case of the crumpled sheet set, the store employee told me to just return it to my nearest store. Never offered a replacement or to have UPS pick up the sheet set for a return. My nearest store is 50+ miles away, so that wasn't a very convenient option for me. In the case of the crib sheet, the online customer service person did issue me a UPS return label; however, upon return receipt of the crib sheet, I noticed a partial credit for the crib sheet, instead of a full credit. I called five separate times and spoke to PBK's customer service people, some of whom were supervisors, and got nowhere. The last supervisor person I spoke to was just so rude... he said about 15 times in a very robotic voice (no kidding), "unfortunately, there's nothing I can do," and he hung up on me. There's nothing you can do? I've never experienced such indifference from a company's customer service, the face of the company.
Is this really how you want to treat your customers? Send them a used crib sheet from the store that was ordered from online and then give them a partial credit when it is returned? I finally gave up. After five phone calls to PBK with no resolution, I was done! You can keep my money PBK, you unethical piece of crap company. I hope you go out of business after you've burned every last customer and there isn't anyone left to buy your stuff. Have some pride in the way you treat your customers, for once! Instead of selfishly using them for your own unscrupulous purposes.

I recently made a purchase for a crib skirt and crib sheet. I am currently registered with Pottery Barn Kids so like many I am on the site often checking my registry not to mention the tons of emails I receive about coupons and discounted items leads me onto the site. Last Wed 11/29/17, I placed a purchase at 1pm on my lunch break at work with a co-worker for a Monique Lhuillier crib skirt. I showed my husband that morning at 7:20am that morning the item was $26.50 and the crib sheet was $24.00. I decided hey why not it's a beautiful crib skirt and sheet I will go ahead and buy them since they were on sale. In addition, last Wed 11/29/17 Pottery Barn Kids was running a promotion 20% off plus free shipping with the code JOLLY. So I utilized this code as well. I placed my order and anyone can do the math it came out to be $21.20 for the crib skirt and $19.20 for the crib sheet bringing my grand total with NJ tax to $43.18. I received an email confirming my order was received at 1:12pm. The next day when I got to work I went onto my account to check the tracking and delivery date. The item showed it would be delivered Dec 4th, but what was odd was that the order history showed the crib skirt in my order confirmation was $119.00 and $95.20 after the discount, showing a total of $122.26. Extremely puzzled I contacted my husband to check our bank statement and our statement reflected the amount I authorized which was $43.18 and the item had not left warehouse with a tracking number. Furthermore, it appeared they sent me an itemized confirmation at 5:56pm that evening with the different prices. So we decided to wait until we received the item or the $43.18 cleared our bank because this just didn't make any sense and we thought maybe the confirmation was just a mistake. Friday came and I still did not have a tracking number so I called Pottery Barn Kids and she told me that I should wait until Wed of next week because she cant promise Monday Dec 4th delivery even though that is what the order confirmation stated. Finally Monday comes and my husband checks our bank statement and somehow Pottery Barn Kids pushed through the $122.26. So I contacted Pottery Barn Kids immediately because I am not sure how they can push through a different amount that I did not authorize. I work for a bank myself and essentially that is fraud that I accepted one price and they charged me for another. Explaining this to the rep which I point no blame she stated that there was nothing they could do and asked if I had a screen shot of the price that was reflected that day. There would be no reason for me to have a screen shot because why on earth would I think the price would be misleading or change after I put my CC info in for payment. Furthermore, the rep couldn't understand why I still hadn't received the items. After over 2 hours on the phone the solution they gave me was when you receive the item on Wed THEN you can mail it back to us and we will refund you for your purchase or she will try to cancel with UPS for me. She claimed they had no way of checking to see what the price was that day, which would have to be untrue because I am sure in this day and age with all online ordering they have alerts when they change the price especially if I can reflect myself how often the prices have changed just by purely being on the site. I am totally disgusted and disappointed that I now have to jump through hoops to get my money back when they made the mistake and nothing was done to rectify the situation and it was made out as though no one knows what happened. So now they have charged me $80.00 more than my actual authorized purchase. So their system was smart enough to track an order confirmation with the price they wanted to charge me but not smart enough to track that there was possibly a system error on the site that had reflected a different price. The system knew to charge me for the price change they made but did not have the correct delivery date-makes no sense. We were going to buy our crib and stroller travel system from them and for $80 that they did not want to honor we will take our business elsewhere. Since I am registered they could've contacted me telling me there was an error on the system and if I wanted to authorize the new amount but they didn't. I would have been understanding especially to be able to make that decision myself not blindly be charged. But, they conveniently emailed me today Dec 6th to tell me that there was no way they could stop the UPS order to cancel my order so I would not have to go through hoops to get my money back. For a company to place itself as a high end store they have poor customer service and I am not basing that on the rep that is based on whatever manager could have cared less to correct an $80.00 that was made on their end!

I always had high regard for pottery barn and have purchased items from them previously but not recently. I doubt I will buy from them again.
I'll go ahead and list the one positive thing about this ordeal was the customer service representatives I spoke with were very polite and as helpful as they could be. That being said my order is still in limbo and most stores would already have an item I ordered shipped at this point!
I received an error message when placing an order over the weekend and so I thought it hadn't gone through and I'd just order again on a weekday. Well I noticed the charge for the order pending in my bank account. I called customer service and they couldn't find any record of the order so they said to wait a few days and the charge should just disappear. It hadn't and I got an additional email a few days later saying my order was to be processed and I would receive confirmation on it. I call again and a representative can't find my order number that I was given.
I was given a number for order processing and was told they might be able to find it. At this point I'd had more trouble than I ever had ordering something online and just wanted to cancel the order. I spoke with someone with order processing who was surprisingly rude and useless. Having explained the situation and how I just want to cancel this ghost order that nobody else can seem to find but that I definitely got an email about I'm told "Well it's not in the system so it should just cancel eventually". All this while there's still a purchase charged to my card.
Never in my life have I had this much difficulty ordering online and I wish I had read reviews before placing an order.
UPDATE: I was contacted by a social media lead who was helpful and informed me that because of the card I used it might take longer for the charge to be taken off of my account. It was taken off 2 days later so in total this was a week long ordeal. Still unacceptable in my opinion and if I hadn't made this review I wouldn't have been contacted by someone more informative and would have been in limbo until the charge cleared. If I had wanted the order after all it would have possibly been a week until I had found out the order was never processed. I do not plan on even attempting to shop online here again.

After trying to get in touch 3times over the Customer Service online (i got 3x the email saying they would answer me in 24h... not even an apologies email...) I decided to tell her my case...

I am Brazilian, I have been living in USA for 4 years and one of the things that I most admire here is the way customers are appreciated and treat. But the only place I never feel welcome and to be honest, I feel UNCOMFORTABLE and I feel even that I am mistreated is in PB Kids Store!

It is not the 1st, neither the 2nd or 3rd time I go there that I fell the personal has such a Bad attitude that makes me wonder way? Is it because I am a foreigner? Is it because I have an accent and dont speak perfect English? Or because I was buying just a small item?

Usually I am extremely friendly, I smile and am kind to all. I used to be a store owner in my country and I know how to treat people very well.

But today I decided it was enough. I left the store feeling so frustrated and uncomfortable that I decided I needed to report this to the Headquarters hoping someone would be able to do something about it hoping this will never happen with anyone else. But the worst part is that it is not one specific sales attendant

It happened already more than 3 times in the same store (Houston, TX, Wertheimer), and today I spoke with a man and a woman, and BOTH had such a bad attitude rude, arrogant, unpleasant looks like they are making me a favor to sell

I went to buy a gift from a gift registry. I simply asked for a wrapping or a bag, since online there is this option I thought we could buy presents in store too. The sales representative looked for some paper rolled it up and said they were out of ribbon, but I could cross the street and buy it myself I explained I could buy the same item online and that it was even with a discount (that they did not offer me in store) and it would be delivered to the persons house for the same price, and he just took a deep breath and said, if you want I can return it I was already feeling so embarrassed and uncomfortable with their attitude that I felt like if I asked them to return they would scream at me I left the store with my item, a paper roll and came home.

Just to add one thing that also happened in this mean time, I asked the sales rep if they still have the tags to glue in the backpacks. He said they had some with letters inside and asked me we have in Gray, DO you want it or not? Again, uncomfortable I asked, Is it too much to ask to see it first? They brought it. It was black/grey, boyish, and I need for a girl

It looks like they dont like foreigners or anyone that buys small amounts?

Once I bought all my kids bedroom there but never more

In February 2016, I called PBK customer service in regards to the recall mentioned here: http://www.potterybarnkids.com/customer-service/recall-dropside-cribs.html. In 2008, my sister-in-law purchased and then gifted us the Dana White Drop Side Crib for my family. From the number of times Ive called, this order is no longer in their system because of the purchase date.

My original call two months ago, I spoke to someone named Justin who placed an order for the new hardware and told me I would receive a confirmation email. I did not receive that email, and after the 7-10 business days passed, I had not received the hardware order. I called back and spoke to three different customer service reps (I was disconnected twice, once by Bill and once by Ashley), only to speak to DJ in furniature that I needed to wait an additional week to make sure that Justins order was actually sent. DJ transferred me to Kiana in the partials department and was told she could not find record that Justin had made the order. She recommended I called back in 4 additional business days to be certain Justin had not placed an order in the first place.

I waited another week, and still had not received the hardware, so I called again. PBK Customer Service verified the order still had not been placed. Fast forward to last week, I spoke with someone named Caroline (the 12th customer service rep I spoke with regarding this hardware) who reissued the order and agreed to reimburse the shipping charges for my struggles. I took down her extension number and received a call two days later, telling me that the original estimated ship date would be pushed back because there was another issue with my order. I received a new order number only to find out it was changed again the next day. I have been tracking that order via the UPS website with the tracking number I received.

I received a delivery notification; however, after not receiving the package (I was at home waiting for UPS to come) and contacting UPS, they confirmed that my address and phone number were incorrectly supplied by the shipper. I called PBK customer service again and they confirmed that they made a mistake but would not waive my shipping fees. The customer service woman I spoke with, I believe her name was Mary, said she would contact UPS to have them reroute the package to the correct address.

I just received a call from UPS and they are going to attempt to reroute the package, if the driver can locate it. They advised me to reach out to the shipper because it is likely that the driver/package will not be relocated and the shipper would need to file a lost package document to open an investigation into this mis-delivered package.

I am so discouraged and disappointed at the service I have received from Pottery Barn Kids for the trouble and hoops I've had to jump through to provide a safe sleep arrangement for my family.

Waste too much time with csr