Well, the suckage of PB Kids is so extensive, it may take me awhile to write. In March 2021 we ordered a custom recliner for our first baby, due in August. We were told it would ship around June or July. July comes and we are notified that the chair arrived stained at the warehouse and was automatically sent back. They state that my chair will have to be remade, and won’t be here until October. My due date is August 3rd, so that didn’t work for me. I spent two hours on the phone with customer service trying to pick a new chair for the nursery, and at the very end was told I can’t exchange it/get a refund because my chair was custom. My husband spent another two and a half hours on the phone getting passed off to multiple customer service reps, trying to get an exchange without having to pay both prices in full. Finally, they agreed to send a new chair and refund the old one. The new chair comes (about a month after our daughter was born…and my back was killing me from trying to feed her without a good chair) and it has scratches and chunks of fabric missing! So we send it back and demand a refund. By now, we are angry at all of the inconveniences, and PB’s lack of cooperation or accountability. So, money is tight at this point and we’re waiting on a refund for this $1,000 damaged chair, and I get a text this morning saying replacement chair is on the way?! We didn’t ask for a replacement, in fact my husband made it clear we will not be patronizing PB anymore. So we are still out the money and have to call AGAIN and try to coordinate with both PB and the warehouse to set things right. Oh, we also ordered a fabric unicorn picture that arrived stained, so we had to send that back and wait for another. We also bought a lamp that came with a piece missing. PB is expensive and therefore should have quality items and excellent customer service. We finally bought a chair for much cheaper through Wayfair, and it arrived in perfect condition! BUYER BEWARE!

I think they have cute stuff, but never in my life have I dealt with such horrible costumer service over and over and over again. I expected much better from such an expensive place. I was told my entire order would ship with 4 to 6 days on my order confirmation. Half of my order took 12 days to get shipped out and the other half of my order took 15 days. My second order was the same thing, it took 10 days to get shipped and the 3 day shipping turned into 6 day shipping. When I contacted customer service with questions about my original order, they talked to me like I was a complete idiot without doing any research about my question. I had to send them a whole series of screenshots to get them to listen to me, when they could've just looked on their own website. Then, when I sent them an e-mail wondering why my items had taken more than twice as long to get shipped than they had guaranteed, I didn't even get so much as an apology. Just a "well it happens". I am sorry, but if I'm going to pay that much for something and need it within the time promised, that is unacceptable. Needless to say, I will never be ordering from them again. If I find a PBK item i love, I'll wait to find it on craigslist

WORST experience every. Purchased online December 6. Was assured order would make it before xmas. As of December 31 it has not arrived. I have been sympathetic due to the weather but have called multiple times and an automated message provided me with DELIVERY dates. Since before December 20 I've been given dates. Yesterday I was told December 30. Today I was told January 3. I decided to wait to talk to Customer Service and after sitting in queue for an hour I spoke with Lydia. I was informed a label has been created but order never shipped. I was given the option (after being on hold for 15+ minutes so Lydia could speak to a "supervisor") I was told the order would be cancelled and a new order placed. WELL, turns out the product is no longer available. They were unwilling to apply the purchase amount to a new order and provide expedited shipping. I was told I could be refunded and then start the process all over again - place new order, pay for shipping and so on. No apology at ALL. I can only urge you to not purchase here.

We purchased some items on sale but the price as advertised was not what rang up. One item the price did not match what was on the tag itself. Another item was 60% off but not when it rang up. Our cashier was great and called the manager over. But my goodness did the manager have a bad attitude. He proceeded to type in an adjustment in silence and then walk away and told the cashier to make sure to stamp it as final sale. However the price was still not 60% off and when our cashier called him over again he gave a big sigh of annoyance. He change the price to the correct amount. Some bad customer service from this manager though. I'm buying an item on sale and I'm only wanting it for the price as advertised and he seems to make me feel bad for speaking up. Honestly I buy stuff online all the time and this is the first time I've been in a store with my child and such attitude is unnecessary. This is the first time I purchased from this store. Not sure I will return. Beware of sale items not being on sale when it rings up.

I have never received such poor service as when I interacted with the representative at the University Place Pottery Barn Kids. I was berated for my audacity to come in and shop because I was not actually pregnant, I dared to start looking on BabyList for items as the store is 2 hours away from me, for shopping online instead of in store (the horror that I don't drive 2 hours away to purchase something) and for the fact I had done research before coming in - therefore not just accepting what I was being told *incorrectly* by the store. Not all children are brought into a home in the 'traditional' manner. How DARE you shame me that I am not carrying a baby. Thanks for making sure that I NEVER step foot in a Pottery Barn location again - let alone purchase something online. I will not be quiet about this. I am absolutely disgusted by the service I received, how I was treated and rebuked. No one deserves to be treated this way. Least of all when they are attempting to celebrate a baby.

The employees I've worked with have been kind, polite, and friendly. They are doing their best, but the larger corporate entity behind Pottery Barn is clearly a forking disaster. Echoing others who have come here to share their stories, Pottery Barn's delivery estimates absolutely cannot be trusted. They subcontract with a delivery service who is even less organized than PBK. We've had to reschedule the same delivery multiple times – the delivery service only calls an hour before they are supposed to arrive (after you've rearranged your schedule to be available) and tells you they can't find what they need and will reschedule in 5-10 days. It's absurd. If they show an item as being in stock and ready for delivery, it is completely false advertising. You cannot trust this company to have what they say they have. Take your business anywhere but here.

Stay away from this place. Solid product but over priced. Worst customer service. I bought a sofa for 879 and a few days later their website had it at $599. Called back asking for discount or price match. They Wouldn’t match prices and said they don’t match their own website but would match other companies selling their products (which is none). On the phone talked to 5 customer services and when I asked to talk to the supervisor they told me there were 10 people in front of me. After 15 mins finally my turn, but the supervisor wouldn’t talk to me directly, only IM the associate to do the talking on her behalf. Long story short, after three more customer service calls I was able to get some price reduction but it really depends on your luck who you talk to and who their supervisors are. This, is the opposite of customer obsession.

We ordered 5 monogramed Christmas stocking through PBK, they were estimated to arrive 12/7 to 12/9. Eight days later they shipped four of them with a new estimated delivery date of as late as 12/14, the 5th was still pending. Two days later they emailed stating that the fifth stocking order was cancelled. So one of my kids just doesn't get one? When we called customer service to see what they could do they said the "vendor ran out". They could do absolutely nothing to address this kind of issue. The incomplete order they are sending me is not returnable because of the personalization so my only option was to go back to the website and pick the closest match I could find and hopefully it will get here before Christmas, good luck! Poor customer service practices. No wonder they don't allow reviews on their website.

Bought a $2000 rocking chair for my wife to nurse a baby and after 4 months a large bolt fell out the bottom. I don't mind repairing myself, but there was a spacer missing. So I called to see if they could send me one. They suggested I go to a local hardware store. After pressing a bit, they agreed to mail me a bottom assembly for the chair. Nice, right? Well, it is scheduled to arrive in 3.5-4 months. I guess we're just supposed to make due until then. Normally I wouldn't complain about this type of thing but $2000 is a lot of money to put down on a piece of furniture so I expect more quality. Don't send me things that fall apart, and if it does fall apart put some effort into fixing it. This business does not care about their customers and I hope you all find one that does.

Not for this store, but the experience with Pottery Barn customer service is really bad. Ordered a bed and canopy online in Oct. And the website was saying the delivery is middle of Nov. We need it for our guests who will visit us during thanks giving. But it failed to deliver, and changed the delivery date to be Dec. We thought it is okay, we can wait. But the date was pushed again, again and again. Then we called Pottery Barn to cancel the whole order. But after around 10 phone calls, they still can't cancel the whole order for me. Only cancelled and refunded the bed, didn't refund the shipping fee and canopy until now. And they are not shipped either. Really bad user experience. The quality of their furniture is good, but the customer service is really poor.

I would certainly give them a 0 star if I could. We ordered a stroller Bumbleride Indie Twin (a great product) It took an extra month for it to arrive. We ordered an adopter after that for it as we need it to used for our second child and a month later we get an email like this: regrettably, we have been adviced that this item is no longer available from someone in customer service by the name of Cheryl Curtis. I GOT TO to tell you that is absolutely unacceptable. We will have our child any day here and no stroller to use. UNREAL!!!!! When you call them they give you a runaround and no help..... Hold your vendors accountable and make sure your customers are happy. I would NEVER DO BUSINESS HERE AGAIN !!!!!!!!

Have no complaints about product, purchased a dresser & waiting on a rocking chair which I'm sure will be equally beautiful. I was extremely disappointed by the customer service. I went in at 10 am on Saturday to pick up my order and the manager Pandora was extremely passive aggressive about the fact I did not call an hour ahead to let them know I was coming. I knew I hadn't called so did not complain when her and Heidi told me it would be an hour wait, I said multiple times " no worries, I'll shop around and come back" Pandora continued to be passive aggressive about that fact I didn't call ahead of time and would not drop it. Customer service is huge, did not appreciate the way I was treated.

i ordered a custom pottery barn kids glider in oct 2018 and it was promised to be shipped by mid Dec 2018. By Late Dec, I received no notification on what happened to the order and called customer service from pottery barn kids. I called three times before reaching a senior customer representative lead who promised to inquire and call me back after 2 days (Courtney Randolph) but after another week, no response. I wrote an email to cancel the order & will likely need to change my credit card to avoid the charge whenever the glider appears. The order is over 3 weeks late and worse I have gotten no answers from customer service on what the status of the order is.

They are so out of touch with their supply chain it doesn't make sense to give them business. We ordered a glider with the promise that it was "In Stock and Ready to Ship". Pottery Barn then updated our order to be 3 months past the original promised ship date. Their phone customer service is also a complete mess and you will be on the line for HOURS waiting to get a hold of an actual person. DO NOT TRUST THEIR SHIPPING GUARANTEES - ESPECIALLY WITH SIGNIFICANT PURCHASES. We feel misled and even went as far as to open a credit card with them for no apparent good reason. Bad business for a big box store. Avoid like the plague.

I wouldn't give this company even a half a star, ordered two identical beds. Only part of one showed up and the company (Ryder) they use to deliver the merchandise left it leaning on my garage door, didn't come to the door to let me know they were there. Then I call to find out where the rest of my merchandise is and I am told I received more than what I have in my hand, so I have to argue with Ryder what exactly was delivered. I spend the next hour trying to find out the status of the rest of my order and when I can expect delivery. What a PATHETIC process, DO NOT WASTE YOUR TIME WITH THIS COMPANY AS IT IS PAINFUL!!!

I am surprised by so many negative reviews at this location. My experience was the total opposite. I had a complex situation to deal with, which was not even begun with the store but an online order. When I called the store and talked with Simon, they took as long time as needed to figure it out for me. When I went to the store for a return and exchange, the store staff and a manager were as wonderful as Simon. As a result, I am really happy with my experience with the store, and I have no problem recommending the place.

They should not be in business, WORST company and service. Ordered backpack and lunch box online before i realized it was not needed at daycare. Returned it to the store and was mailed back a gift card. Made numerous calls and emails to customer service that i needed my refund on original form of payment which was a credit card, they always say 5-10 business day but the refund never came. Gave up after 2 months and used AMEX purchase protection to get my refund. Horrible, dubious business tragedy!

Great first stop if you are expecting your first child to get a feel for what you may need... BUT Don't get drawn into buying anything major. We felt so unprepared and that we had to buy a list of a hundred "must haves'... it turned out that for the first 6 weeks the baby needed mom's milk and diapers. Almost all of the things we got from here are still sitting in boxes somewhere. That said, it has great ideas for cribs and nursing chairs and the must have 'Sophie the Giraffe'

I was very disappointed; my order i placed took more than 2 months to be shipped. I called to cancel the order because i did not want to wait any longer. They gave me my refund, but on the same day, they charged me again in my card without authorization, and after 2 more weeks, the item was ready to pick up. This company is a fraud. After we have to pay for shipping even if it is to the store they don't do the job.

If you have a Canadian website, and have a delivery date estimate, why are you shipping items from Texas which obviously will be delayed at the border? Why even have a delivery date guarantee? We missed our sons birthday by over a week, and your customer support was about as condescending in her tone as you can get. Its the last time I'll order from PBK

We went to the store to look at strollers. We did not know what to look for in strollers. Chris at University village store was awesome. He spent time explaining how different models work. He also shared his experiences on what to look for and what helped him during parenting. Overall we had a great experience and bought the stroller from the store.

Bait and switch! Price tag on some sheets said $114, but rang up at $124. When questioned, the store rep said they've been raising prices and literally ripped the price tag that said $114 off right in front of me. While only a $10 difference on already overpriced sheets, it left a pretty foul taste in my mouth and won't be back.

This place has ver poor collection even when compared to a regular target or a bed bad beyond . Also got a mixed set of experience from staff , for sure not caring and treating all the customers same . This this the last thing Seattle wants.

Horrible customer service. Won’t fix wrong orders, could careless about customers. No problem, I will never be back. Pottery barn barn should take lessons from Crate and Barrel, now they are a good company. Don’t ever buy from pottery barn.

Hidden costs on furniture. It has to be shipped (not available in the store) and they stick the customer with the cost - and a delivery surcharge because "it's heavy. " Shipping added almost 50% to the cost of the item.

I came in with barely an idea of what I wanted to do with my nursery and am leaving with a full plan. The associates were so helpful and friendly! And absolutely everything in the store is beautiful and great quality

Ordered a twin bed for the kid in November. First received a wrong item, returned it, and then waited for the new one for 3 months now. My kid cannot even fit into the old crib now, but where is the new bed??

Love PotteryBarn kids, but the staff at University Village need some work. Not overly helpful and have had many orders (5) that were not properly ordered by them. Overall a very frustrating experience.

Expensive and not a lot of variety in available style. If you like the style it is probably great, but hard to find things otherwise. Store is well organized and maintained though.

Last time I will shop here. No help whatsoever after items were bought from the store. They just wanted sales credit trying to sell stuff in store vs online.

Awesome kids products! Bit pricey sometimes but their products are usually pretty good quality. We be got lots of stuff from kids room from here.

Very helpful picking out a stroller and car seat for first time parents. Everything arrived the next week, a week sooner than expected.

Prices are not inline with online. It's a beautiful setting with offline retail challenges - value and those beautiful checkout lines

Staff is next level here! The furniture is amazing. So happy with all my daughters bedding, furniture and accessories

PBKids is amazing. Cute stuff for your kids and the customer service is amazing. They go above and beyond.

Nice things, but unnecessarily wayyy overpriced. You are paying for name only. Shop around!

Great customer service! Heads up, corporately, they spam you with emails if you sign up.

The best time to come is after any holiday because they have amazing deals.

The staff was the best and my daughter couldn't be happier with her chair.

Pottery Barn kids. Great, knowledgeable sales people. Pretty expensive.

Great boutique like store for kids toys, fabrics, furniture and more

Staff are very nice and helpful. I love their products.

Great stuff, great customer service, but expensive.

Everything is wonderful and is HIGH QUALITY

Such nice staff! Great customer service!

Cool stuff . Pricey clothing .

Dla młodych rodziców. Polecam

아이들 가방과 물통 구매~ 실용적이고 이쁘다!

Heidi was very helpful

Love the products.

Good thanks

Great store