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March 2024 by Maria Workman
Very rude customer service today. I would have spent more than $300 on sheets and comforters today but because the $90 item I wanted to return was outside of the 30 day window, they sent me packing and I won’t be returning.
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January 2024 by Odessa Michael
Friendly staff. Did their job :)
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December 2023 by Yelena Nasuti
I ordered a recliner chair from Pottery Barn Kids in July (essentially a $1000+ order), and got told I wouldn't get my order until December. Come December, they deliver a chair with the wrong fabric on the back of the chair. Basically two very different types of fabric and it looks awful. Then they tell me I won't get the replacement all the way until April, even though this is their error. I spoke with customer service, there's no bringing the order date forward or compensating me for this. There's just no accountability with this company and it's very disappointing. Never shopping with this company again.
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December 2023 by Gabriella Kelly
THIS PLACE HAS THE WORST CUSTOMER SERVICE I'VE EVER EXPERIENCED. I ORDERED NO LESS THAN $5,000 WORTH OF FURNITURE & NEWBORN ESSENTIALS. I ASKED THEM IF I COULD BUY THE DRESSER "TOPPER" (For changing the baby) SINCE I ACCIDENTLY ORDERED THE DRESSER WITHOUT THE TOPPER- THEY SAID NO. I ASKED IF I CAN EXCHANGE THE BRAND NEW DRESSER FOR THE ONE WITH TOPPER- THEY SAID NOT WITHOUT PAYING FOR NEW SHIPPING & I WOULD NOT BE REFUNDED FOR SHIPPING FOR THE FIRST DRESSER ($600)!!!!! ARE YOU KIDDING ME? DO NOT SHOP HERE.
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August 2023 by Kelly C.
Ordered a backpack, lunchbox and thermos for in store pick up. I waited and waited in line. One woman was packaging a return or an online order right at the cash wrap didn't even look up at me. Another was selling a woman a backpack but was FaceTiming someone presumably a child to look at designs from behind the register. The last woman was helping a woman get gifts together and there was a gift receipts it was a mess. The woman thought there was going to be free gift wrap. I waiter 15 minutes not one person looked up not one person said sorry for the wait or do you need anything else? For such a great store great products I was really disappointed. If it wasn't an emergency missing backpack situation I will wait for delivery next time.
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January 2023 by diner L.
Don't get the white glove treatment !! It's a joke along with customer service ! Won't call you back and will constantly keep telling you your order didn't make the truckThen we finally set up delivery and oops didn't make the truck and never called us I was waiting like an asshole , then I called the manager of the store she couldn't believe it , wouldn't even take her call . Then they rescheduled , again that morning it said canceled again the manager flipped out and all of a sudden the order shows up missing pieces . Then they reordered them and once again order didn't make truck and canceld and had to re order . Delivery drivers spoke no English and never had me sign anything . Someone was supposed to call me back after final delivery and didn't .
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January 2023 by Archana Jones
Absolutely terrible experience with customer service at this PBK store, the sales associates can't even handle a simple return. The over the phone customer service was great, went above and beyond to fix the issue created by the store rep. Overall love PBK, but avoid this store.
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January 2023 by David Krappa
Will never buy again, loved the furniture but honestly after what I dealt with it’s not even love able anymore. We ordered the set , told on back order for 8 weeks no prob ( kinda was rushed into ordering) then was called and order was ready in 2 weeks( but we were remodeling nursery so original date would have worked) they held it for 21 more days , but!
Was told it was being delivered on a date, canceled the delivery not on truck, was told another date, next date ordered was supposedly canceled again but ended up appearing at the house, no one spoke English, came in set up and left . No invoice signed! Here a piece was missing somehow on back order again!! Now piece comes in and guess what order never made it to the truck!!
Called customer service over an hour on the phone and got no where but supposedly another date it will come the remainder of order!
$6000 was a joke and doesn’t recommend them at all!
Update!
Ok so we were supposed to get the remainder order this past Tuesday and guess what ! Order wasn’t placed on truck again!
This company is a joke! High priced items and honestly you can get better customer service from Walmart!
Automated message from them ! They don’t care about customer service or the happiness of their customers! Added stress during a time that’s already stressful for moms to be!
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January 2023 by Victoria Kelley
I ordered a "tower" (bookcase) as part of the Cameron Wall System. It came in good condition and unassembled, as expected. I liked it so much I ordered a second one. The second one came assembled, dirty, and missing a foot. I paid full price for this item. I CANNOT BELIEVE that a company that brands themselves as "upscale" would even CONSIDER charging someone full price for something without so much as a disclaimer that it's used or in an open box. I went online to leave a review and realized, they don't allow for reviews of their products on their websites, and questions asked by customers are not posted publicly. What a shameful company. I will never shop here again.
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December 2022 by Diana Sipluk
Cute store!
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October 2022 by Lora F.
The staff at the store are great - and the products are great...if you can get them. I ordered in July - it's October and I still don't have all my pieces. The last piece was delivered last week and was defective - now I have to wait until December. Customer service (outside of the store) has not been helpful. I often get emails telling me to schedule delivery - when I call to schedule - they apologize and say they're sorry - there's nothing to delivery just yet. My advice...only order from them if they have the item in stock. If you have to wait...you'll be waiting for a long time.
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August 2022 by Victoria H.
The team here is unlike any other. They all care about what your needs and wants are. We drive a good distance just to check items out in store. Even if we do like and item in person they always have great suggestions and ideas. I always make sure to do any personalization items through their store as well. This team is so kind and most important kind to my kids! They help figure out what they want as well! If you are looking for a caring team, who genuinely wants to help you design, etc. Look no further. This store has clients for life.
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November 2021 by Kathleen Thompson
Very nice employees! Great products!
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August 2021 by ashley l.
Bought a new backpack from the outlet site. Although it's been a few months since I bought it, it was UNUSED and still in packaging when I opened it to find a huge hole. PBK will not replace. What an expensive piece of crap with no guarantee. Such an expensive backpack (especially original price) should have more than a 30 day guarantee. I will never buy from pottery barn again
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June 2021 by Martin F.
Made an order online at Pottery Barn Kids on June 19, 2021 at 10:19 PM. We noticed an error immediately after making the order but had no ability to edit or cancel online. We called the support line only to find that no one was available. We called today and after almost an hour waiting was informed that there was nothing they could do as it was being loaded onto a truck. The item will be delivered to an address that will accept the package as it is a condo. It is 1500 miles away so I cannot return it. Just unacceptable. We spend thousands with Pottery Barn but no more. We will eat the $50. They will lose all future business from us, family, and friends. Seems a fair trade, yes?
