Potterybarnkids Reviews 

Their customer service is unbelievable. After I requested a replacement for a defective item, I waited for half a month and the replacement was not shipped. I called them and waited for a whole day for the call back. Then the agent said "The issue was you wanting to replace it". Then she went out her way to say the item was defective because I did something wrong, even though I followed their manual exactly. After that call, I called their customer service again to share my experience, but they said, if the replacement order was placed, they did not see any reason that I should be complaining. It was just a horrible experience.

Purchased porter barn backpacks and lunchboxes. Backpack that was gently used for a few months- fabric separated from the seam on strap. Only on one backpack- obviously a manufacturing defect. I reached out to customer service, expecting some recourse, or guarantee on a $70 book bag. Before I could even attach a photo of the DEFECT the representative told me they offered no option, and to have a nice day. Refused any assistance on a faulty, $70 book bag. Will no longer use these products, will let all my friends know they are not durable.

I ordered a bed on July 9, 2026, from Pottery Barn Kids. Today is Aug. 6, 2026. Still don't have my order. Called as was told September 3, 2026. This is unacceptable. This bed is in the town it is to be delivered to.

Buyer be ware of Pottery Barn!!!!!!!!!!!!!!!

Some products are good, but it is a gamble. I purchased a lunch box. It was low quality and cheap but I paid $20 so I returned it. What I didn’t realize is they would charge me shipping. So my refund was less than half of what I paid (I only got $9) back. Rip off.

I would rate Pottery Barn, particularly Pottery Barn Kids, a ZERO if I could!

I received a damaged item, called to exchange it. They claimed not to have any in warehouse so there was nothing they could do. Checked the site, they did indeed have the item. Called again, got the same response. Ordered the identical item myself immediately after the call and it shipped! Called yet again, 45 minutes to talk to a supervisor which doesn't seem to care!

This company LIES and has the worst customer service I have ever experienced. This company does not care about customer satisfaction and is okay with customers receiving damaged goods!

I will NEVER shop here again as honesty is an important policy - something this company does not have! Not to mention their VERY poor customer service.

I get the idea that most of the time people usually only provide bad review and/or complain, but I am telling you that this is a sincere WARNING about purchasing anything large from PBK and I read a lot of bad reviews, but took the leap and am very sorry that I did because it has been a nightmare. I have paid for most of my purchase at this point and have NOTHING to show for it after three going on four months. A side table has been holding up the order and according to PBK there is nothing that they can do about it other than to email the shipping vendor that they use. You would think that they would just send the beds and dresser since they have had it for over two months collecting dust and just comp me for the side table when it comes in, but greedy corporate mentality won't allow this. In fact, I told them if they need a donation I will donate the $180 (they are keeping an additional $10 of my money for something shipping related so they weren't even refunding me the total shipping anyway) but please don't feel like you can steal from customers like this. Go to Crate and Barrel, Restoration Hardware, Costco, etc. Do NOT shop at West Elm, Pottery Barn, PBK kids, Williams Sonoma, etc. as these are all Williams Sonoma businesses. Again I wish I would have heeded the warnings but like I fool I didn't and am paying for it!

I bought the emerson crib and I would tell anyone do NOT. It is so hard to get baby into crib. We were told thats the mandatory height and all cribs are like this which is false. Im so agitated and feel duped. Im 5'6 and have to use a stool to get her in there and its still such a drop she wakes up. Never again will I buy something from pottery barn. We are getting ready to cut the legs to make the crib shorter.

I placed an order for a crib on July 13. On July 22, I received an email stating that delivery would be delayed. The following day, July 23, I received a phone call informing me that the order was being cancelled entirely due to a pricing error on their end.

This meant I waited ten days — believing my order was simply delayed, not at risk — before being told it would not be fulfilled at all.

If you are ordering on a deadline or need a reliable delivery timeline, I would strongly caution against relying on Pottery Barn Kids. A ten-day gap between placing an order and being notified of a cancellation is an unacceptable amount of time, especially for buyers with time-sensitive needs like preparing a nursery. I would not order from them again if timing matters to you.

I wish I could give a negative number. I worked for this chain for years and so ashamed with how this company treats their mess ups, and thinks that’s a 20 percent discount and free shipping after waiting going on nine months for a personalized anywhere chair that had been promised to me countless times. Which I still have not received. Shipped to the store 3 times incorrectly, countless phone calls and emails since December 2025. It is now July 10th 2026 and no slipcover. Upper management doesn’t take accountability for their horrible systems. This is not the company they used to be which explains their low rating. This will be my last order from them. Marlene in customer service could care less about the time and energy I have put into getting something that was bought and paid for on Black Friday. Do not shop because they do NOT care about customer satisfaction whatsoever. Hopefully this brand is not long for the retail world.

Potterybarnkids likes to “offer” sales on Lilly Pulitzer bedding. However, the sale might only be for king size not the twin or queen. They do this alot blasting your email with sale sale yet only one style or size is discounted. Now, I am receiving emails on lilly prints in bedding and again you go to the site, not available. How misleading can you be? Horrible pr and false advertising.
Called cust service and of course could have cared less about their “fake” sales. Would not work with me. Love Lilly Pulitzer but PotteryBarn shame on you.

I wish I had looked at the reviews on this website before I purchased a pretty pricy chair for my granddaughter. She's 2 and going through a pretty hard transition right now; I thought I would buy her something of her own. When I received the chair, I made the mistake of not opening it immediately because I was thinking this is a reputable company and a higher end purchase. When I did open it, I was very disappointed to find stains on the fabric. My fault the chair couldn't be returned, and I just wanted to write a review on their website, so I called to ask how. Believe me they don't want you to know. I didn't ask for a replacement but was offered a cover replacement, to my surprise. All I had to do is take pictures of the defect and email them to an agent. Called the next day and did that only to find out the original agent lied about telling me I could get a cover replacement and some other things. Second call I got a very emotional agent on the line that told me her life story and could not lose her job even though all I ask for was again, how do I write a review. Needless to say, I was kept on hold for 38 mins because she wanted to escalate the call (I think she was trying to get rid of me.) I was nothing but patience and kind and definitely didn't ask for anything. Beware! I will never order from them again.

Given the high prices and good brand clout of its sister company Pottery Barn, you would think your experience would be better. It’s not. I spent the equivalent of over a month’s mortgage on a bedroom set. My estimated order date kept getting pushed back by weeks and months. Customer service is non-existent. Calling the 800 number results in an error message. The chat bot, when it tries to link you to an actual agent, responds that none are available and to try again later. Literally there is not a soul to be found in the customer service department - good luck even trying to get a refund. No one’s home. My daughter has been living out of boxes and a mattress on the floor for a month. AVOID THIS COMPANY

I ordered my toddler a quilt for her bed. I then attempted to order curtains to coordinate, but wanted to make sure I was ordering the correct color since the colors online are hard to tell. They set me up with a “design consultant” who was scheduled to call me at a certain time/day. She was late calling, no big deal. She then stated she would hang up with me and go look at the actual curtains they had available and call me right back with the correct match. Never called me back. A couple days later, she emailed me telling me the blush color was a close match. I had a few follow up questions, she only partially answered and then quit responding altogether. Finally (after a couple months) received the curtains that “matched” and they clash horribly. I’m not a designer, but did she even look at them?? The quilt is a blush color, the curtains are very peach and not even close. Thank goodness I ended up ordering another set of curtains from another place online (because these were taking so long to arrive). They were a fraction of the cost and also look much better. For the price of this store, I expect better.

I ordered a Baby Bear play mat, and while my baby was doing tummy time on it, my older child pulled a pin needle out of the mat. This is extremely dangerous for babies. I’m honestly shocked that a product meant for infants could have something like that inside. I will never order from this company again!

We ordered a $800 stroller on 11/29 and it was delivered to the wrong delivery hub on the other side of the country. We were then prompted multiple times to schedule delivery even though anytime we tried we were unable to. We called customer service several times to rectify the situation and have gotten no where. Every time that we call we are informed they will send an email and to wait a few days for a call that never comes. How do you not have systems where your employees can take action instead of emailing and hoping that works? Customer service is severely lacking and no one seems to know what is actually going on.

Ordered, Paid, No Product Delivered - I ordered a set of curtains on Dec 30, they promised delivery on Jan 28. I called on the 28th to find the order and was told that they had no idea where it was and would have to ask their 3rd party vendor. They refuse to refund me and blame it on a vendor. Guess what, if you don't deliver something that is on you, not someone else - refund your customer. You don't get to keep money that you didn't deliver for.

Better of Shopping at Temu
Splurged for kids backpacks that were $50 each. It's January and they are literally falling apart. Called customer service and they said they can't do anything for me. There's no way to leave a review on the product page to warn other customers, and the same product is still being sold. I would expect that backpack to make it through the year at least!

I am extremely disappointed with both the quality of this backpack and the customer service response. I purchased this backpack in July for the August 2025 school year, spending over $100 expecting the durability and quality Pottery Barn is known for. After only four months of normal school use, the backpack began coming apart at the seams.

When I contacted customer service, I was told the item is no longer available. While they acknowledged the item was defective, they refused to issue a refund or replacement until the faulty backpack is returned first. This creates a major issue — my child still needs a backpack for school, and I should not be forced to either send him without one or spend additional money while waiting.

For a premium-priced product, this resolution is unacceptable. I expected better quality and significantly better customer service. Unfortunately, this experience has made me question future purchases.

Absolutely unacceptable and borderline fraudulent. Pottery Barn Kids charged my friend for an order, canceled it without ever notifying her, and still kept the charge pending in her account. We only found out it was canceled after calling—no email, no warning, nothing.
The money is now stuck and won’t clear back into the account until the 7th, causing unnecessary financial stress. When we asked if they could simply reorder it since the funds are already tied up, customer service’s solution was to “just reorder it” — as if everyone has extra money sitting around to be charged twice.
This is careless, irresponsible, and incredibly unfair to customers. Charging someone, canceling silently, and then refusing to fix your own mistake is not okay. Horrible customer service, zero accountability. We will not be ordering again.

Don’t order from this company!!!!

I ordered multiple items and paid extra for next day delivery and they cancelled my order without any communication. I had to track my order to find out it was cancelled. When I called customer service, apparently they were unable to confirm my identity and that’s why my order was cancelled. I asked if there was anything I could do over the phone or online so that they could deliver my order, but they refused to so the only thing I could do was ask for a refund. Every time I spoke to a customer service representative, I was told different things: I would receive a refund this day (and then never receive it), or that I was apparently never charged for the items when obviously I was charged. I’m worried that the only way I’m going to get my money back is by filing a claim through my bank.

They’re clearly running a scam and taking people’s money. Please don’t waste your time, money, and energy on this terrible company.