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November 2025 by Sumeet Khanna
My in-store experience was good, but the service afterward was extremely disappointing. I bought a backpack for my son and left it for monogramming on Wednesday. I was told it would be ready by Monday. Since no one contacted me, I followed up on Wednesday, and they said it would be completed first thing Thursday morning.
When I called on Thursday, not only could they not find the bag, but they also began giving excuses—claiming the font wasn’t decided. I spent nearly 20 minutes with the monogram specialist finalizing the font, so that explanation made no sense. Such excuses are unacceptable.
This level of unprofessionalism and lack of accountability is frustrating. These mistakes shouldn’t be happening—please grow up as a team and take your responsibilities seriously.
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August 2025 by Justin Zita
We ordered our daughter's full bedroom set from Pottery Barn Kids in early July and were told everything would be ready for delivery by the end of the month. Based on that assurance, we scheduled the delivery—only to find that only two pieces of the set arrived. The delivery team themselves told us to refuse the delivery since the order was incomplete.
When we called Pottery Barn Kids to find out what was going on, we were told the remaining items were en route to their New Jersey warehouse and that they’d still be delivered between August 2 and August 14.
Then came the real kicker: On August 5th, we received an email saying the rest of our order had been backordered and won’t be available until the end of September.
This is unacceptable. Not only did Pottery Barn Kids fail to deliver on their promise, but their communication has been inconsistent and misleading throughout the entire process. We had planned our daughter's room and schedule around this delivery window, and now we’re left with nothing.
If you’re in the Naperville area, do yourself a favor and skip Pottery Barn Kids altogether. Instead, check out Rooms4Kids & Baby, where customer service and reliability actually matter.
Absolutely would not recommend. A disappointing and frustrating experience from start to finish.
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July 2025 by Jaricka Altman Dencheva
Super helpful staff and a great layout to see everything that is offered
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July 2025 by Larry Grenin
Avoid at all costs. Overpriced paired with truly awful customer service. I tried to ship a chair as a gift, selected the “ship together” option for obvious reasons, but they just shipped it separately regardless. Then said they’d be happy to recall it for me and then ship them both together….IF i’m ok paying an additional $27. never again! shop anywhere else
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February 2025 by Brittainy Pardini
The lack of in store customer service for what you are paying for products is abhorrent. Why do I have to ask to be acknowledged or helped?
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January 2025 by Zarina Masih
Staff was super friendly and helpful - both on the phone and in the store. Wide variety of products available to try out.
Of course it’s on the pricier side but you know that when going to PB!
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January 2025 by Debra Sheridan
BEWARE!!! I order a kids chair and they only sent the slipcover. Apparently they have started to sell them separately so you don’t know you need to order two items to get a single chair. (I have ordered several of these chairs over the years). When I called to find out where the inside form for the chair was, they said I had to pay an Additional $95 plus shipping for the form! This after Christmas sale item is now over $200 when I thought I was buying it for under $100. It’s quite a slippery move so beware when you order ANYTHING from Lottery Barn Kids!
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November 2024 by Frank Smith
Pointless and useless store. Very minimal selection and what’s displayed is most often unavailable. Every time you ask if something is in stock, an associate will tell you no but that they’ll order it for you.. Crazy.
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October 2024 by Megan Wharrie
Visited this location to look at baby furniture and gear. All of the staff we encountered were so genuine and helpful. The quality of the nursery furniture was excellent and there were plenty of strollers to test out.
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October 2024 by Jay Nichols
I ordered bunk beds June 6 and were due July 2-16 they weren’t delivered until August 6. The wood frame was broke so they took them back. They returned on August 24 with the fixed wood but had no hardware to put them together(nuts and bolts). They said they would return with the hardware. This is now October 19 and still no hardware so I have a pile of wood on the floor. No one has ever contacted me with the status. I have called many times and told they are waiting on hardware. We do live in a country with hardware availability. I spent $2900.00 plus $500.00 for mattresses plus delivery and white glove service. I asked them to come pick everything up and give me a refund. I was denied. I donated the old bed and now I have none. Sorry kids. Unfortunately I paid for the beds and so I am a prisoner to pottery barn kids.
Hello to Crate and Barrel Kids.
Kathy Nichols
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September 2024 by Charlie Hall
Great stuff, pricey tho
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August 2024 by Arnoush Javaherian
Awful, awful. We bought a bed from them. They said we would get it late July, early August. No communication. We contact them and they didn’t take any blame, just passed the buck to someone else. Completely unhelpful. I finally called, they delayed the bed over a month!!!
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August 2024 by Tara Panther
Over two months and a second bed later.. had to send everything back again!
First delivery the people didn't account for all of the pieces, and found one broken piece they sent to furniture repair. Wait almost 3 weeks for that broken piece to come back and another set of delivery people notice the pieces are missing. They put the bed together halfway and said I'd have to wait for the other parts. Upon my own inspection I find they used the wrong parts in the wrong places and Pottery Barn informs me they weren't supposed to put it together at all!! Keep in mind in the directions it says not to use a drill! And every delivery person has used one! So while the bed sits in the middle of the bedroom, with no space to put a mattress on the floor, I am told they will send me a whole new bed and it will be priority.
OVER 3 WEEK LATER..
New bed comes in. Parts are broken. I even went so far as to ask the guys to take other parts from the old bed, just so I'm not left with a broken bed... They use a drill, strip screws, put a piece on backwards, the ladder isn't in place. The railings don't line up. The desk is cracked. I'm at my wits end! To add insult to injury, Pottery Barn offers me 15% off for a new bed! Which is basically tax!! This specific bed isn't totally in stock until January!!! My kid still doesn't have a bed, which was for her Birthday that has now passed!! I had screws and all kinds of metal debris left in my yard. Two months of dealing with this I can confidently state the furniture department of Pottery Barn is lacking!! I have NEVER seen a furniture company treat their furniture and customers like this! I have been more than patient!! No supervisor will speak to me!! So I'll post to the Internet!
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July 2024 by brant hulsebus (Brantdc1)
Daughter got her dorm room all set to go.
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July 2024 by B P
I absolutely loved pottery barn furniture, and the store sold us on one of their comfortable chairs. We've had the chair for over a year and paid at least $2000 (for one chair)! I'm not sure if a fuse blew or short circuit, but the chair does not work anymore. We called Pottery Barn, and they told us there's only a 30-day warranty. 30 days???? I've spent over $10,000 there, and they can't do anything about the chair. After leaving a review on another website, someone called and said if it was before 11 months, they could've done something but proceeded to give names of companies that fix the chairs. Will never buy from this store again and can NOT recommend it. It's such a shame.
