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December 2023 by Daniel Burgener
They lied about estimated delivery times, are still lying on their website promising delivery times for an order now that's before when they're telling me my order will ship, and are refusing the cancel the order now that it's coming later than I need it.
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November 2023 by Brooke Nathan
Wonderful staff and excellent location! My husband and I really appreciated the ability to see furniture in person before purchasing. Wish they would bring more locations to the DMV area!
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November 2023 by Brooke Stone
Wonderful staff and excellent location! My husband and I really appreciated the ability to see furniture in person before purchasing. Wish they would bring more locations to the DMV area!
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November 2023 by Aline Sousa Graham
I am writing this review to express my dissatisfaction and concern regarding my recent shopping experience with Pottery Barn Kids. In September, I placed an order for a crib, a dresser, and a nursing chair on your online store, and at the time of purchase, the indicated delivery date was early October for the crib and dresser, and late December for the nursing chair.However, in October, I was surprised to discover that my order was consolidated into a single shipment, with a new delivery date scheduled for late December. When I contacted the customer service for more information about the change in the delivery date, I was informed that the decision to bundle all the items in my purchase was based on the total purchase amount. I was told that, as my purchase did not reach $5000, the products would be delivered together, which was not at all clarified on your website during the purchase process or in any prior communication.This change in the delivery date and the lack of transparency regarding the shipping bundling policy were extremely frustrating and disappointing. As a customer, I expected to receive the products on the originally promised dates and was not informed that the total purchase value would affect the delivery process. This experience has caused inconvenience and uncertainty, especially considering the importance of the items I acquired.I would like to request that Pottery Barn Kids review this bundling policy and consider providing clearer information to customers at the time of purchase. Furthermore, I request that my delivery be rescheduled according to the original dates promised during the purchase.I hope that Pottery Barn Kids takes steps to improve transparency in its delivery policies and provides a level of service that lives up to the reputation of your brand. Thank you in advance for addressing this issue and for the timely resolution of the problem.I hope we can resolve this situation satisfactorily.
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September 2023 by Meg Kennedy
After experiencing many great experiences with this store over the years, I feel the need to warn potential customers about current issues the store is experiencing with their delivery provider, Fidelitone. In summary, we ordered a bunk bed and two mattresses to go with the bed in June. We took two days off of work for deliveries which Fidelitone no called / no showed on the date of delivery. I have spent a combined 12 hours on the phone with PB Kids and Fidelitone and both parties remain endlessly confused. Will we ever get a bed for our daughter? Who knows, but they have our $3,500 which we can't get back.
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September 2023 by Clark Pastrick
Purchased a Glider from PB Kids and it was delivered in the timeline they communicated. However, after one week , it was lopsided, the frame bent and it no longe rocks or works well. After no less than 25 calls with customer service, we are still left with our broken Glider. We have a four week old at home and cannot use the Glider and have had to deal with this at the same time. They said they would come out and fix it three weeks ago but have not and have not issued a replacement or refund. Some of the worst customer service we have ever dealt with and we have purchased a lot of things from PB kids and will never be shopping there again.
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August 2023 by Chris Palmer
Underwhelming to say the least. A very small store with limited stock and unhelpful staff. Definitely not worth the drive and parking expense if your local store is closed.We miss the Annapolis Mall store and staff.
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June 2023 by Elizabeth Warrick
We shopped here in April and custom designed a glider/recliner for our nursery. The chair arrived to our house a month early and is exactly what we created!
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June 2023 by Samantha Marshall
Do not order nursery items from here if you want them to arrive before the baby does! Their estimates mean nothing. We ordered on 2/4 with an estimated delivery date of mid May. Then it changed to June 20th. Now July 13th, which you can imagine I don’t trust since it just changes every month. Customer service is not helpful because they really don’t know where anything is, they say it’s just in a port somewhere. If you do order from here just order online because there are absolutely zero benefits to ordering in store. If anything it’s just an added hassle.
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May 2023 by Samantha Levin
Items were cancelled due to incorrect contact number. A second order was lost in the warehouse and wasn’t delivered.
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February 2023 by Mahmoud Baeilashak
You never get your order. Never give you correct delivery time. Waste my times because they don’t know how to do their job. You pay more than other store to get better quality and service but it’s not true.
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January 2023 by simone s.
Horrible customer service! I hated every minute that I have to call them. They dont know where my furniture is and didn't reply to any of my question. I gave one star because I could give 0
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December 2022 by Alex Mackey
Ordered an expensive rocking chair online and did ship to store. Arrived, picked up the boxed item, and drove an hour home. Turns out I was erroneously given an open box item and it was covered in dog hair. For this type of money I’d expect to at least get what I ordered.UPDATE: I called customer service and have never been made to feel more responsible for being sent the wrong item. Several times I was told I should have paid for “white glove service,” and it was my responsibility to open the chair at the store and inspect it for damage and accuracy of product. Eventually I had to tell the representative, “please stop scolding me for not paying for white glove service and expecting to receive the product I ordered.” Never again will I order from Pottery Barn Kids.
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December 2022 by Nitin Kumar
DON’T WASTE YOUR TIME! We had the worst experience with Pottery Barn. We placed an order for all our nursery items in September. We specifically chose items the store told us were in stock. Everything was supposed to be delivered by October. We even opened a Pottery Barn card to pay for the amount.Then, as our delivery date came close, the system moved the estimated date. On contacting the store, we were told that the dresser we ordered was delayed. So we ordered a different dresser which was ‘in stock’. Meanwhile, we ‘paid’ the credit card as the balance came due.Then, once again the shipping date was delayed. Calling the store only meant getting vague answers about delivery hubs/shipping partners/investigations etc. We called customer service - the guy told us that this happens all the time and ‘orders get lost’. He told us he would create a new order for the two main things - the crib and the dresser. This seemed weird but he said it was the fastest way to get our items.Then two days later we got an email saying our dresser was canceled. Meanwhile, they want to deliver the minor items on the order (a book case). No line of sight on the crib or dresser.We had had enough - so we called customer service to see if they would cancel our order (what’s the point of getting small pieces that won’t match with the main items which we would still have to buy elsewhere). They told us - we can’t cancel this. Call the delivery people. The delivery people say - call customer service.Long story short - we are left with quite a bit of money stuck at this store, looking for a new nursery set while dealing with all the stress associated with expecting a newborn. All I can say is - for a store that charges these types of prices, PB has the worst customer service ever.
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October 2022 by Katrina Liboro
11:00am on 10/22. Don’t expect any help from the one older woman employee (only one on the floor) unless you are white.
