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December 2023 by Taylor Ainslie
The Palo Alto location of Pottery Barn Kids is amazing! I had a horrible experience with Pottery Barn online - a months-long saga of rude, unhelpful treatment - and went to Pottery Barn Kids in Palo Alto and they solved all my problems at no cost in 10 minutes. They were helpful and so friendly and I wish I went to them sooner! The salesperson mentioned that the online sales don’t support the brick and mortar stores at all, and recommended that I contact them directly to order.When I had the opportunity to order again, I didn’t bother ordering things online. I called the Palo Alto store and they were delighted to help me! They were super knowledgeable and descriptive of the different models, and quick with the ordering process. I also know if I have any issues with the product, their customer service will take care of me (unlike ordering online, where you’ll only get snippy responses and the runaround).TL;DR - order directly from the store, NEVER online. Pottery Barn Kids in Palo Alto is the best.
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December 2023 by Taylor A.
The Palo Alto location of Pottery Barn Kids is amazing! I had a horrible experience with Pottery Barn online - a months-long saga of rude, unhelpful treatment - and went to Pottery Barn Kids in Palo Alto and they solved all my problems at no cost in 10 minutes. They were helpful and so friendly and I wish I went to them sooner! The salesperson mentioned that the online sales don't support the brick and mortar stores at all, and recommended that I contact them directly to order.When I had the opportunity to order again, I didn't bother ordering things online. I called the Palo Alto store and they were delighted to help me! They were super knowledgeable and descriptive of the different models, and quick with the ordering process. I also know if I have any issues with the product, their customer service will take care of me (unlike ordering online, where you'll only get snippy responses and the runaround).TL;DR - order directly from the store, NEVER online. Pottery Barn Kids in Palo Alto is the best.
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November 2023 by Maricela Prudhomme
We were at the store last weekend and Linda was helping us ordering the furniture that was actually on display at the store. However, when we came home, we realized that she ordered the wrong item!We went through a major inconvenience. We had to make so many phone calls to the store, warehouse and we simple had unnecessary use of our time Linda was a very nice lady but needs to pay attention to detail. Thanks
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November 2023 by Alicia H.
Horrible service. Lady on the phone hung up on me when I asked if they carried an item. Showed up to check and associates were rude and made my experience the worst. Never again.
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September 2023 by Haley Maness
Both staff on the floor were so rude and dismissive today. Not worth coming in, if you have to buy pottery barn, just buy online so that you will not have to deal with this group.
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August 2023 by Josh
Very nice quality furniture shop for kids.
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August 2023 by Marc Berbert
Worst customer service experience you will ever experience. Save yourself the hassle and go to Crate & Barrel, or Room & Board or anywhere else but here to buy your kids' furniture.
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June 2023 by Kenjiro Yagi
Had a very pleasant experience today. There was this girl worker that was very friendly and sharp! Helped me with an online order and helped us with some Harry Potter themed lamps. She was very fast and answered any questions I had. Wish we got your name, but thank you so much! We don't have much space, but we're definitely coming back for more lamps.
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April 2023 by Angelica L.
The customer service experience I had here with Jocelyn was amazing. From checking inventory, to keeping me updated on the stock, to a quick check out, to a friendly exchange. I was able to get what I needed as stress free and as easy as possible.
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April 2023 by Lexingten V.
The rudest manager and old lady work here. They wouldn't give me a store credit for stuff that hasn't been open! Just don't need it because our party got canceled due to COVID. They wouldn't even let me talk.
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March 2023 by Neelu Payrov-Patterson
I wish I had read the low rated reviews from previous customers. The furniture is nice and high end but I agree with a lot of reviewers here that customer service is worse than low end shops, much worse.first of all, they did not tell us about the registry benefit of 20% discount that we could have when we were shopping. For a nursery setup, 20% is a lot! I only noticed when I visited the website and only when I complained they said they will apply it when the items are delivered.Second, beware of their recliners. These expensive pieces of furniture will arrive probably when you do not need them anymore. We are still waiting on ours with no clarity on the delivery date!Seems like the staff is trained to have similar way of speaking and behaving to find a way not to answer your questions. My calls are not returned, I have no clarity of what is happening to my order, they simply tell you that they are busy, or their system is down?? They easily say they have no control over the warehouse, and that you have to be in contact with the warehouse yourself as if they are a separate company?! Terrible customer service.
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January 2023 by Carolina C.
Denise is the BEST! She provided my husband and I outstanding customer service she is very knowledgeable and professional I am so happy we decided to drive up from Morgan Hill. She definitely made us feel welcome. And she deserves a thousand stars for her gift wrapping skills!
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November 2022 by Amy Gildroy
Super rude employee yelled at my two year old for touching the display furniture. Will never shop at this store again. Up your game Pottery Barn!!!
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October 2022 by Nick A.
I'm not sure why all the bad reviews for this Pottery Barn Kids? Each and every time we've shopped there it's been a very nice experience and today was no different. Denise (store manager?) was awesome! She took her time to do what most people don't do in retail these days, and that's to connect with the customer. She was very pleasant, helpful and wrapped the item that we purchased since it was a gift. Awesome experience from Denise! Thank you!
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October 2022 by Sneha J.
Horrible customer service! My husband and I came in to check out a few bassinets/cribs and had a question about bassinets since they weren't on display. A younger employee who was actually nice said we can check out the bassinets online since they didn't have any at the store. My husband and I sat on the rocking chairs to check the bassinets online and this older lady employee comes and tells us that there were customers coming in to take a look at the rocking chairs so we must get up. We were shocked! Since when did a pregnant woman sitting on a chair for a few minutes affect new customers from coming in? The racism in this store is disgusting like many other reviews have pointed it out! Goodbye Pottery Barn!
