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August 2024 by Kristen Ropp
I ordered this lunchbox to match my daughter’s backpack. This is how the stitching looked! I called and was offered to replace once I shipped this back with no guaranteed date (school starts) and then offered 10% off. Then it was only 10% off the lunchbox, not the personalization. Will not order again.
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July 2024 by Christy Parker Bruce
This is my second time coming in the store and not receiving help. Me and my partner went today and wasn’t asked for any help from employees. This is our first child and not until we went up to the counter did they finally say we will be right with you. Mind you two other white guys appeared after us and they were already being helped. Finally a nice guy helped us see if our crib was on the registry after walking around for almost 20 minutes of no help and no one except another couple was in the store.
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June 2024 by Saphia Hatu
I scheduled an interior design appointment and never received further assistance from the manager after consultation.
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June 2024 by Judy Maligaspe
Really great service. Stopped by to to get a gift for a baby shower.
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June 2024 by Sophia Kennedy
Sadly, I will never purchase from Pottery Barn Kids online again. I have spent thousands upon thousands of dollars with this company furnishing two homes and typically love their products. Unfortunately they have the ABSOLUTE WORST customer service of any furniture store I have ever received. I purchased a dresser for my sons nursery that took much much longer to arrive than expected. Once received it came in damaged, looked like it was dropped on one side. The dowels that attach the side of the dress to the drawers were loose. And several scratches on the dresser. The best they could offer me was 10% off a $1499 dresser that was damaged. (Even though they put these items in their outlet and mark them down at least 40%)... When I told them on the phone I would keep the dresser and my husband would try to fix but I was not satisfied with that discount they assured me someone (manager/supervisor) would be in touch THAT DAY to discuss with me what they could do because they were not in the office yet. After waiting and receiving no call I called back to which I was told they were so sorry this happened and they would absolutely do something for me. Once given the run around multiple times to multiple people nothing was resolved and they were going to "call me again". STILL NO CALL, and now there are screws falling out of the dresser on the side that was damaged. I was willing to accept a GIFT CARD just to spend it back at their store but I was continually told there was NOTHING ELSE THEY WOULD DO FOR ME. Because I accepted the "10% discount", which I did not. I said I would keep the dresser but wait for someone to call me back. After many many phone calls and frustration they were still unwilling to do anything even though I have spent thousands upon thousands of dollars with this company and never returned anything. What a poor way of showing that you care about your customers. I will unfortunately not be purchasing from them again and am so beyond disappointed in the way the situation was handled. They are a BIG CORPORATION THAT DOES NOT CARE ABOUT THE CUSTOMERS THAT KEEP THEM IN BUSINESS. SOOOOO SAD.
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May 2024 by Viviana Cardenas
I purchased this lunch bag in November, and it's already damaged. If you look at the picture, it's not because my daughter used it incorrectly; it's ripped.
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April 2024 by Charli X
Very friendly and knowledgeable staff
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February 2024 by Martha Craft
Christmas PJs ruined my sheets when the color transferred. Even after washing and bleaching them, the color won’t come out. There’s nothing on the care label instructing me to wash before wearing or a warning that the color could transfer. Never had this trouble before.
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January 2024 by Hunter Wood
I can’t believe I paid $200 for this.
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November 2023 by Matt
Picked up a crib today. The employees made it super easy. Great selection and customization services.
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November 2023 by Sh B
I returned an item 5 months ago and I haven’t received the refund card yet.
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August 2023 by hannah kalozdi
Horrible. Bookcase arrived with paint chips and they refused to send a replacement. Customer service was horrible too.
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May 2023 by Will Ford
Worst experience trying to order furniture ever! Ordered two queen beds for my kids in Nov. 16 2022. Though “in stock” we still had to wait a few weeks for delivery. Finally the time approaches and a text informs me that it’s going to be a partial delivery. As they are large beds that they are to assemble I called and requested that it is only a full delivery. She noted it and said that they’ll take care of it. Next day I get a text about a specific time slot. I take off work and wait at home and no one shows. The next day I get another text. They finally deliver but to my surprise it’s a partial delivery. I should’ve refused but I didn’t. The boxes they deliver are so large it takes up the majority of one garage space. And then we wait. And wait. And wait. Many calls later with countless hours spent just trying to get my other parts delivered. No one knew what I was missing or that I wasn’t even made whole originally. Every time I call I waste roughly an hour with no resolve. This happened over and over again. They would even promise a call back and nothing. Finally someone did order a replacement party and called me. We wait weeks and finally the delivery date is here. I disassemble my kid’s beds and wait for them. They can and say they’re late and then 2 hours later the call back and say sorry tomorrow between 12-2. At this point it’s almost 5 pm and my kid’s are sleeping in the floor cause I’m expecting them to be here tomorrow to make the beds. The time slot comes and goes and I never here from them. I called them twice and they reassured me that they would call me. Come 3:15 I’m pulling out and they’re pulling in. I’m desperate for these beds but I have to pick up my kids and I’m already cutting the time close. I tell them to come back tomorrow and to please call me. I called PB 3 times Wednesday to try to get them to come back out. At 4:00 they finally tell me Thursday at 8-10. OMG!!!! So now after missing repeated days of work I’ll hang out Thursday as well. They come Thursday and the part they brought was incorrect. Over 5 months in from ordering in stock furniture and still no beds. There is no leadership and although customer service employees are nice they are incapable of producing results. I’ve requested any form of leadership to call me numerous times over the past two months. I’ve never received a phone call from anyone.
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May 2023 by Melissa Vanderstelt
This isn’t a review on the Atlanta store, but of the online store. I don’t know how to review the online store, but if you order anything from Pottery Barn Kids, you will probably encounter the same issue. Ordered a bed from them more than two months ago. It said it was in stock when I ordered it, but then two days later it said it was delayed for a month. Received the first part six weeks after I ordered it, and then the second part said it was to be delivered three days later. Waited and nothing. Check the order tracking and it says in three more days it will be delivered. They day came and went. It was supposed to come today, more than two months since I ordered it, and still NOTHING. Finally called again (I’ve called about this order before) and they said I had to schedule the delivery of the second part! I would’ve been waiting forever if I hadn’t spent the 30 mins on the phone trying to figure out where that second box was. And yes, 30 mins because their phone system is terrible. Terrible customer service. Terrible experience. Would rather deal with wayfair.
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March 2023 by Marissa Kimzey
PBK sells well built furniture. However, their delivery is unpredictable and often slow. If you are in any kind of specific time frame to receive a piece of furniture, take your business elsewhere. We ordered a bed that was supposed to be delivered weeks ago and since their hub is so backed up with loaded trucks they still can’t tell us the status of the bed. To make it more frustrating, we paid in full for the bed and still have no word on exactly where the bed is in transit. Calls also get disconnected when you call their customer service center. I wish I could give a glowing review but we are very frustrated. I wish we had purchased elsewhere.
