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September 2024 by Diana Twarogowski
I have no idea where all these bad reviews are coming from because I have had nothing but great customer service at this location, and I am a frequent shopper of this PBK. I love how organized and inviting the store is, and I like the ladies that work here–always helpful and sweet! Although it can be expensive, the furniture and decor are high quality, and to me that is worth the price. PB also has a good rewards program if you are a frequent shopper. I have purchased many items for my children's bedrooms/nurseries from this store. Just recently, I purchased a pair of acrylic bookshelves and a crib sheet for my daughter. Happy with both purchases!
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December 2023 by Daniel Byrd
I just called Pottery Barn Kids’ customer service and asked if they had any record cabinets/media centers… lady said did you check the website?!I’m driving so I was hoping maybe you would know what you have.I would recommend checking the website!No thanks, that isn’t customer service, you’re not getting anymore business from me.??♂️
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October 2023 by Katie Marshall
They misprinted a personalized book and were not willing to refund or replace.
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July 2023 by Tiffany H.
I have received better customer service and more respectful treatment on my worst day at Walmart than at this store. The associates are rude, snobby, unfriendly, and worst of all unhelpful. I have shopped here a handful of times, always considering that perhaps I have possibly just run into the wrong associate having a bad day. But today was the absolute last straw. I came to pick up a backpack I had purchased online and had dropped off to have embroidered with my child's name. Upon entering I stopped a few feet from the entrance to look at a chair on display and check the price tag, no sooner than I could glance at the tag an associate approaches me rather abruptly and loudly barks "What can I help you with?" - as if I needed to give her a reason to be there? Also, what happened to saying hello? I then explained to her that I was here to pick up a backpack which she misunderstood, and then rudely waved around to show me that there are backpacks all around me. We then proceed to get into some back & forth as I try to clarify and explain to her that I was picking up a monogram order wherein she continues to bark more questions at me, interrupting me as I answer. Once she had my details she walks off to go get it, with no instruction to me as to where to wait for her or how long it will take. So I walk to the register to meet her, and she slides the receipt across the counter and says "sign here". No opportunity for me to review and confirm that the monogram was done correctly etc. So I took it upon myself to check to make sure it was correct signed and left... for the absolute last time, either at this location or online.
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June 2023 by Mary Genthon
The customer service at this location was horrible today. There was a sign for 20% off beach towel wraps. The whale stripe design was included on the sign. When I got to the register to check out, the 20% off was not accepted. One of the employees who wasn’t even checking me out said that the whale stripe was not 20% off. The employee checking me out was trying to tell her coworker that the towels should be 20% off since that’s what the sign said. They did not honor the 20% off. This is false advertising. I ended up calling Pottery Barn Kids customer service and they honored the 20% off. The towels were even marked on sale online! I am considering not giving my business to Pottery Barn anymore.
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June 2023 by John Gelencir
If I could I would give PBT zero stars!They offer terrible customer service. I ordered some comforter choices for our granddaughter and the box and packaging they were in were FILTHY!!!They refused to refund my shipping costs. I will never do business with this company again!
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June 2023 by C T
Excellent location with friendly, helpful staff. Have purchased most of my baby items from this store and am very happy. Will continue to shop at this location in the future. Thank you!
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May 2023 by Steve L.
Terrible furniture delivery experience with multiple delays and poor communication. Especially frustrating given it's not a cheap store. Would recommend going elsewhere for anything requiring delivery.
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January 2023 by Jenifer M.
I have been patiently working with the manager from the Pottery Barn Teen store in Frontenac, Missouri since September 2022. The initial delivery team damaged the loft bed and my walls. The company sent their furniture medic to repair and was told a full replacement was required. We were told to "make the bed safe while waiting for a new bed". We have waited months for the new bed to arrive only to find that a third appointment was unsuccessful at the removal and rebuild. The company does not return phone calls or complete the promised tasks. It's extremely disappointing that a $4,000 purchase paid in complete is still unsatisfactory 10 months later. Sadly, I've moved a young boy in and out of his room four times. Extremely disappointed. I do not recommend this store and company.
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December 2022 by Lauren Layton
Unfortunately we had a horrible experience here getting furniture for our first child. As first time parents we decided to go with Pottery Barn Kids because we assumed that we would have a great experience with quality furniture and it turned out to be far from the case. We ordered a changing table/dresser, crib, crib mattress, and rocking recliner. First issue was that when they took down our order instore they didn't show us the order to confirm before entering. Turned out they put in the wrong dresser, which I realized once they gave me the receipt after the purchase was finished. I noticed before we got in our car and we went back in to have it fixed and it turned out to be rather difficult for them with the customer service line they had to call even though the order had just be completed. Accidents happen, so we didn't think much of it. The changing table/dresser came about a month later and the quality didn't seem to be as good as what we saw in the store, but we were happy enough. The real issue came when it was time for them to delivery the crib and chair. It was extremely hard to get ahold of the delivery company if you missed their call even if you called them right back minutes later. We finally got the delivery scheduled and they came with only the chair and said they didn't know about a crib and crib mattress even though it showed online that all three should have been delivered. Also the chair that they delivered was clearly damaged. If you rocked it there was a loud screeching sound of metal rubbing on metal. Again there was nothing the delivery people at our house could do. I tried calling the delivery company to get a full inbox, so I couldn't leave a message. I tried texting them as well with no response. My husband tried calling the Pottery Barn location and they told him there was nothing they could do, but they did know that the delivery company they used wasn't good and they were working on switching to a new company. He had to physically go into the store before anyone would help us and then we finally heard back from the delivery company. It ended up taking at least three more weeks before they could send a "furniture doctor" to look at the chair and determine if it could be fixed. For the crib and crib mattress they told us that it had been lost in their warehouse, but they found them and could deliver them the following week. I stayed home from work an entire day for them to then only deliver the mattress, but that delivery person told me the crib should be following shortly. Turns out they had never found the crib despite telling me they had the previous week. Pottery Barn then reordered the crib without informing us of what had happened or asking if we still wanted it. Again we could only get answers from anyone if my husband walked into the store. If we tried to handle over the phone each party would say it was the others responsibility to resolve. We eventually did get the crib and were able to get Pottery Barn to take back the damaged chair for a refund (they offered a replacement chair, but at this point we wanted nothing to do with them). Because of delayed delivery times (not just a Pottery Barn issue) we were having to deal with this while i was 9 months pregnant and even coordinating additional delivery times days after getting home from the hospital. This was additional stress that I certainly didn't need at the time and wouldn't have expected from a Pottery Barn brand. No one wanted to help us even though we had spend about $3000 with them. Other than the refund for the damaged chair there did nothing to try to make the situation right like waiving the delivery fees or even just an apology. I will never shop at a Pottery Barn again.
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December 2022 by Lauren Marian
Unfortunately we had a horrible experience here getting furniture for our first child. As first time parents we decided to go with Pottery Barn Kids because we assumed that we would have a great experience with quality furniture and it turned out to be far from the case. We ordered a changing table/dresser, crib, crib mattress, and rocking recliner. First issue was that when they took down our order instore they didn't show us the order to confirm before entering. Turned out they put in the wrong dresser, which I realized once they gave me the receipt after the purchase was finished. I noticed before we got in our car and we went back in to have it fixed and it turned out to be rather difficult for them with the customer service line they had to call even though the order had just be completed. Accidents happen, so we didn't think much of it. The changing table/dresser came about a month later and the quality didn't seem to be as good as what we saw in the store, but we were happy enough. The real issue came when it was time for them to delivery the crib and chair. It was extremely hard to get ahold of the delivery company if you missed their call even if you called them right back minutes later. We finally got the delivery scheduled and they came with only the chair and said they didn't know about a crib and crib mattress even though it showed online that all three should have been delivered. Also the chair that they delivered was clearly damaged. If you rocked it there was a loud screeching sound of metal rubbing on metal. Again there was nothing the delivery people at our house could do. I tried calling the delivery company to get a full inbox, so I couldn't leave a message. I tried texting them as well with no response. My husband tried calling the Pottery Barn location and they told him there was nothing they could do, but they did know that the delivery company they used wasn't good and they were working on switching to a new company. He had to physically go into the store before anyone would help us and then we finally heard back from the delivery company. It ended up taking at least three more weeks before they could send a "furniture doctor" to look at the chair and determine if it could be fixed. For the crib and crib mattress they told us that it had been lost in their warehouse, but they found them and could deliver them the following week. I stayed home from work an entire day for them to then only deliver the mattress, but that delivery person told me the crib should be following shortly. Turns out they had never found the crib despite telling me they had the previous week. Pottery Barn then reordered the crib without informing us of what had happened or asking if we still wanted it. Again we could only get answers from anyone if my husband walked into the store. If we tried to handle over the phone each party would say it was the others responsibility to resolve. We eventually did get the crib and were able to get Pottery Barn to take back the damaged chair for a refund (they offered a replacement chair, but at this point we wanted nothing to do with them). Because of delayed delivery times (not just a Pottery Barn issue) we were having to deal with this while i was 9 months pregnant and even coordinating additional delivery times days after getting home from the hospital. This was additional stress that I certainly didn't need at the time and wouldn't have expected from a Pottery Barn brand. No one wanted to help us even though we had spend about $3000 with them. Other than the refund for the damaged chair there did nothing to try to make the situation right like waiving the delivery fees or even just an apology. I will never shop at a Pottery Barn again.
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November 2022 by Ian H.
5 months for delivery of bed that had been promised for delivery within 1 month. Four delivery dates set, only for three of them to be cancelled on the day of. On the fourth delivery date, the truck shows up with only two of the three boxes needed to assemble the bed. After multiple lengthy calls with Pottery Barn and the delivery company, somehow they obtain the missing box and bring it a full month later. Quality is mediocre--thin veneer, cheap plywood drawer glides. This is my third and final negative experience with Pottery Barn.
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October 2022 by Bruce Scissors
Beware: once you make a purchase at Pottery Barn…the deal ends there. They take your money then tell you to contact a logistics company to get your merchandise. The trick is that the delivery company does not answer their phones and contact ceases. Upon calling pottering on back to explain to them the issue they told me once they make the sale. It is totally out of their hands. Beware as this is a common practice. Pottery barn does. You will not see your product nor will you get any customer service from.
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September 2022 by Uma Kesanapalli
ordered a storage bed and hutch from pottery barn teen online in april. It finally arrived in July with half the parts missing. The delivery guys says they are contract and have nothing to do with pottery barn teen. Managed to get the bed somewhat assembled by late August after several calls to customer service and spending a total of 8 hours on the phone. Very frustrating experience. I am done purchasing from Pottery barn. As of now, the doors to the cubby of storage bed still missing. I am asking for a refund of some amount but that has already taken another 2 calls ....extremely frustrating.
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August 2022 by Jenni Feder
My five starts is 100% devoted to the lady behind the sewing machine doing the embroidery. I take everything to her because she is the absolute bomb!
