Potterybarnkids Reviews 232

I ordered my toddler a quilt for her bed. I then attempted to order curtains to coordinate, but wanted to make sure I was ordering the correct color since the colors online are hard to tell. They set me up with a “design consultant” who was scheduled to call me at a certain time/day. She was late calling, no big deal. She then stated she would hang up with me and go look at the actual curtains they had available and call me right back with the correct match. Never called me back. A couple days later, she emailed me telling me the blush color was a close match. I had a few follow up questions, she only partially answered and then quit responding altogether. Finally (after a couple months) received the curtains that “matched” and they clash horribly. I’m not a designer, but did she even look at them?? The quilt is a blush color, the curtains are very peach and not even close. Thank goodness I ended up ordering another set of curtains from another place online (because these were taking so long to arrive). They were a fraction of the cost and also look much better. For the price of this store, I expect better.

I ordered a Baby Bear play mat, and while my baby was doing tummy time on it, my older child pulled a pin needle out of the mat. This is extremely dangerous for babies. I’m honestly shocked that a product meant for infants could have something like that inside. I will never order from this company again!

We ordered a $800 stroller on 11/29 and it was delivered to the wrong delivery hub on the other side of the country. We were then prompted multiple times to schedule delivery even though anytime we tried we were unable to. We called customer service several times to rectify the situation and have gotten no where. Every time that we call we are informed they will send an email and to wait a few days for a call that never comes. How do you not have systems where your employees can take action instead of emailing and hoping that works? Customer service is severely lacking and no one seems to know what is actually going on.

Ordered, Paid, No Product Delivered - I ordered a set of curtains on Dec 30, they promised delivery on Jan 28. I called on the 28th to find the order and was told that they had no idea where it was and would have to ask their 3rd party vendor. They refuse to refund me and blame it on a vendor. Guess what, if you don't deliver something that is on you, not someone else - refund your customer. You don't get to keep money that you didn't deliver for.

Better of Shopping at Temu
Splurged for kids backpacks that were $50 each. It's January and they are literally falling apart. Called customer service and they said they can't do anything for me. There's no way to leave a review on the product page to warn other customers, and the same product is still being sold. I would expect that backpack to make it through the year at least!

I am extremely disappointed with both the quality of this backpack and the customer service response. I purchased this backpack in July for the August 2025 school year, spending over $100 expecting the durability and quality Pottery Barn is known for. After only four months of normal school use, the backpack began coming apart at the seams.

When I contacted customer service, I was told the item is no longer available. While they acknowledged the item was defective, they refused to issue a refund or replacement until the faulty backpack is returned first. This creates a major issue — my child still needs a backpack for school, and I should not be forced to either send him without one or spend additional money while waiting.

For a premium-priced product, this resolution is unacceptable. I expected better quality and significantly better customer service. Unfortunately, this experience has made me question future purchases.

Absolutely unacceptable and borderline fraudulent. Pottery Barn Kids charged my friend for an order, canceled it without ever notifying her, and still kept the charge pending in her account. We only found out it was canceled after calling—no email, no warning, nothing.
The money is now stuck and won’t clear back into the account until the 7th, causing unnecessary financial stress. When we asked if they could simply reorder it since the funds are already tied up, customer service’s solution was to “just reorder it” — as if everyone has extra money sitting around to be charged twice.
This is careless, irresponsible, and incredibly unfair to customers. Charging someone, canceling silently, and then refusing to fix your own mistake is not okay. Horrible customer service, zero accountability. We will not be ordering again.

Don’t order from this company!!!!

I ordered multiple items and paid extra for next day delivery and they cancelled my order without any communication. I had to track my order to find out it was cancelled. When I called customer service, apparently they were unable to confirm my identity and that’s why my order was cancelled. I asked if there was anything I could do over the phone or online so that they could deliver my order, but they refused to so the only thing I could do was ask for a refund. Every time I spoke to a customer service representative, I was told different things: I would receive a refund this day (and then never receive it), or that I was apparently never charged for the items when obviously I was charged. I’m worried that the only way I’m going to get my money back is by filing a claim through my bank.

They’re clearly running a scam and taking people’s money. Please don’t waste your time, money, and energy on this terrible company.

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