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July 2025 by Samantha Clark
If I could give Pottery Barn Kids zero stars I would. If you are in search of a company that stands by their product quality those days are clearly over at Pottery Barn Kids. I ordered my child a backpack with personalization on July 6th, received the item on July 11th completely missing a whole letter of the monogram. I immediately called customer service and was informed that they wouldn’t ship a replacement out until they received the item that was incorrect. After having to drive across town to mail the item back, UPS delivered my return to the company on July 16. It was not until July 24th that they finally mailed the “replacement” item to fix their mistake. Upon receiving the second backpack the monogram was still extremely poorly done, especially considering they charge $16 for personalization! Customer service was unwilling to remedy the situation without receiving the backpack again to process a refund. For $70 for a backpack the company really needs to do better. Now to return to UPS again and hope that they are more efficient in processing a refund than replacing an item…..
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July 2025 by Mrs C
I love their lunch boxes
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July 2025 by Sarah O'Brien
Beautiful, warm, inviting store! Cindy and her team are wonderful. They are kind, helpful, friendly and go above and beyond for their customers. I drove all the way from Ft Lauderdale and it was worth it because of their stand out customer service! Thank you PB Teen and Cindy!
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July 2025 by Nancy Frias
Trust the reviews. Their products are Uber prices and 🚮 🚮🚮. Straight from China, to move. That’s why they take so long. At least have the decency with ensuring quality control.
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April 2025 by Hannah S
My husband and I had a disappointing experience at the Gardens location. We were shopping with the intent of purchasing a nursery chair and a stroller with a bassinet attachment. Lauren initially greeted us politely, but her demeanor quickly shifted, and the interaction became uncomfortable enough that we ultimately chose not to buy anything. My husband and I have chosen a convertible car seat from a different company. Lauren tried to sell us a car seat, so we informed her we were not in the market for one, just the stroller and bassinet we were looking at. Rather than respecting our decision, she repeatedly questioned our judgment as expecting parents. She asked why I chose a bassinet for the stroller instead of a car seat, since the car seat we chose is not to be removed from the car. She asked us if we will be waking up our sleeping baby to put in the bassinet. Her words were “what are you going to do?” And awaited a response, as if we need to justify our reasoning. I had previously asked to see the Doona, so Lauren said we should purchase the Doona and the travel system we were interested in purchasing. She then claimed that a hospital will require me to walk my baby out in a car seat. I refuted this, as It is only required that they see a car seat safely installed in the car, not that you have to put the baby in the seat while inside the hospital. Her coworker then inserted herself in the conversation saying that is how they do it in New York, which was both irrelevant and unhelpful. Lauren continued pushing, again asking “what are you going to do in the hospital?” She then asked if I have friends with babies who successfully use the system I plan to use. I informed her that I have plenty of experience with babies, but honestly wish I would have stopped the conversation sooner, as I was there to purchase a stroller, not defend my parenting. It was exhausting and disheartening feeling like I had to defend my decisions with the car seat I’ve spent so much time researching for my baby. As well as my preference for the bassinet. I understand her goal is a sale, but we went in intending to make three purchases and left with zero because of this experience. The condescending attitude meant to intimidate new parents into buying things they don’t need is completely unacceptable. My husband and I will not be going back.
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March 2025 by Char
Wendy was so great to work with. Above and beyond service from her. We had a great experience and so glad she helped us!
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February 2025 by Meghan Waterman
My husband and I went there today. And immediately upon walking in we bombarded with sales people. I politely said we are just looking thank you and then 10 seconds later someone else, another 10 seconds later someone else. We were in there less than 5 min and were hounded with a sales person every corner probably 7 times . We immediately walked out because it was so uncomfortable. Ask once and then move on. I couldn’t wait to leave.
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January 2025 by Elizabeth Cassidy
I am so beyond frustrated with the customer service of pottery barn for my order 350023573479. At the time of the order, all of the furniture was in stock with the exception of one queen size bed. Pottery barn is now choosing to hold my ENTIRE order until the bed arrives, which could be months. I have called several times fighting with your customer service reps and am always promised a resolution with absolutely nothing done. The first time I called, I was told that a few pieces of the dressers were on backorder and that is why the rest of the items had not shipped. I quickly proved that that was a lie for several reasons. Number one, the dressers are still in stock with a 10 day delivery turnaround time on your website and number two, I had a friend order the same dresser and hers was delivered right on time. Pottery barn is flat out refusing to ship the rest of my order so they only have to do one in-home delivery appointment. I spoke to the customer service representative on Tuesday who told me she was going to be resolving this with the shipment center and email me within 24 hours. Here we are 48 hours later and I have heard nothing from you guys. This is after I sat on hold for over an hour waiting to talk to a manager to speak to someone who hopefully had enough competence to resolve this situation. Thank you Pottery Barn for having me spend your $15,000 only for you to withhold all of my products that are in stock. I can only imagine how terrible of service you will give me if the rest of my items go out of stock by the time the bed gets here. This review is also going to the Better Business Bureau. Maybe someone will take the time to call me and resolve this, but I’m not holding my breath with the terrible customer service that I’ve received thus far. How hard is it to ship products to customers?!
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December 2024 by ashley romero
Horrible customer service. Never received an item I ordered and after hours on the phone no resolution. Buyer beware!!!!
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November 2024 by ben everson
Spoke to Laura on the phone about getting a Nuna stroller shipped asap or the wife wouldve kicked my ass and she really came through. I ordered the stroller Friday. It was at my door Saturday afternoon
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August 2024 by Lauren Matza Cooper
I’ve had a wonderful experience looking at baby items in this store. All of the staff were super accommodating, patient and knowledgeable especially Jarrod, Jennifer and the Cindy. I would highly recommend this store and this extremely pleasant staff for anyone looking for baby items.
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August 2024 by Rafaella SP
Lots of beautiful items for children and babies!! The salespeople were very attentive, but the store doesn't have as much variety as the website... Still, it's an excellent store!! Items for the room, decoration, bedding, toys... Everything is beautiful!
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August 2024 by Dns Reys
Wonderful stuff but pricey.
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June 2024 by Shannon E
I ordered a monogrammed blanket over a month ago. It has been lost in delivery for over two weeks. I called customer service and they said to 'give them a week' to figure out the issue. They would not give me a confirmation code or anything to show I have called and have the ability to follow up with them. She told me she works 'weekends only' and will 'call me when there is an update.' That was over two weeks ago. At the time I had customer service on the line, I explained to them that I wanted to either order a new one immediately or have a refund. They told me neither could be honored since the blanket was still technically in transit. Now it's been over a month since I made the purchase, still have no blanket, and the baby was born over two weeks ago. Best part, I pre ordered a second blanket that is set to be delivered in September. I have no faith in the customer service and will have to cancel this blanket because of how horrendous the delivery and customer service has been throughout this. For future customers, I hope you have a far better experience. I have ordered numerous items from PBKids with no issues and hope this is a glitch in the system, not their future business model.
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May 2024 by elina balakirev
I ordered the uppa vista stroller and car seat on March 1st and was told it will be delivered on March 8th. The company kept on delaying my order over and over again, I only now received it in April 18th, almost 2 months after placing the order. Our baby was born so I was expecting the car seat would at least arrive but because they kept delaying, my husband had to go to the store from the hospital to purchase a car seat just so we can take our baby home. I called and they scheduled a new date for delivery but ended up getting delayed again. My mom had to drive 3hrs to bring a stroller for us until they would deliver. I’m a first time mom and this was a terrible experience from the company. Please do yourself a favor and do not order anything from here.
