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March 2024 by Carmen F
I am a frequent PB Customer(typically NJ location) but was in the area and looking to purchase a kitchen set for my daughter. We were in the store for over 25+ mins and were not acknowledged nor greeted. An employee( elderly woman with pixie cut- mentioned in previous reviews) walked past my daughter and I, completely disregarding us, and proceeded to ask other customers if they needed help, despite the fact that I needed assistance.I waited in plain site of the registers to try and get her attention, and she decided she would rather answer phones for 10 mins while another store employee was helping another customer on the register.After waiting for 10 MORE mins, unacknowledged(and still not greeted) another white customer arrived in the store and was immediately greeted by both employees, and asked if they needed help.I then had to intercept and inform them that I had been standing there waiting, despite their lack of regard, and more than likely due to my skin color, and race. As a Hispanic woman, and a long time customer at PB Kids, I have never been experienced such blatant racism in any location outside of this one.After announcing that I had been waiting the male employee was apologetic, and proceeded to provide me with customer service, but then stated " Some people just come into the store to play, we don't know", which is incredibly invalidating and a bit of a micro aggression, because I was not there to play, and rather make a purchase. *** ORDER ONLINE OR GO TO ANOTHER LOCATION IF YOU ARE A PERSON OF COLOR BC YOU ARE NOT WELCOME HERE***
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February 2024 by Hadas Levy
Dolores working in the store as a designer, it’s part of the service that clients receiving. Dolores is amazing. She accepted me without appointment. she helped me above and beyond via phone calls via emails and she’s so kind and professional. highly recommend about Dolores , also the rest of the team in the store is very nice
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February 2024 by Michele S
I love this store! We were so lost on what stroller/car seat system to get and met with Daniella who is absolutely amazing! She spent a lot of time showing us different options, folding/attaching/test driving many components etc. She made the whole experience easy and enjoyable. Thanks Daniella! Shoutout to James too who helped us set up our registry!
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January 2024 by erika yaguana
There are beautiful and good quality things
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January 2024 by Monica Ray.
I agree with the two posters below. Obnoxious and callous customer service. I waited forever while an agent prioritized small talk and chatting with a customer for what seemed like forever. I had only one small item and I asked another elderly lady (doing paperwork) if she could ring it up. She shook her head and just motioned toward the two occupied tills.I had a bag of takeout food I had just collected from a nearby Vietnamese place. When it was finally my turn, instead of a “sorry for the wait”, the agent launched straight into “Is that your food I’m smelling?”Her tone was offensive and her manner was intrusive and rude. I humored her just to get my transaction done, but sheesh - this is not a high-end experience at all. Training needs an overhaul. I think I’ll stick to Bloomingdales or Bergdorf from now on.I also wanted to add that when I inquired about wrapping an item (a 12 oz water bottle), the agent told me that it was $8.95!! Most stores would offer it for free or charge a little supplement. I found that was highly odd for a $26 water bottle.
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December 2023 by anjuli
The white woman with light colored long hair working in the shop needs to get over herself and be kind to customers - this is a shop for children so children need to have a tiny explore and see what works for them - we are nice, kind people who respect others and store products. Felt she was targeting me as I’m not white. We decided to not buy the item we were looking at and left.
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December 2023 by Mary Kang
Staff are very rude and condescending. They are not happy people and it shows. This place needs better management.
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December 2023 by Venus Escobar
Beautiful things for young kids!
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October 2023 by Kun X
Amber is so nice and patient with me for a few times. She has nice big smiles and is clear about differences between products. Highly recommend her service.
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October 2023 by Bogdan Yakymchuk
Customer service is on point. Friendly and helpful.
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August 2023 by Lyndsey A.
I ordered a lunch box, water bottle, hot food bottle and matching silverware set on 7/24/23. The water bottle came in with the wrong name printed on it, I called to let them know and they stated that I had to return the water bottle with the wrong name and they would ship out a replacement. I packaged and sent back the incorrect item the following day; it was recieved by Pottery barn kids on 8/9/23. I waited patiently for my replacement, nothing. I called on 8/22/23 and was told THEY would start printing the item on 8/21/23-8/23/23-- I asked if they would be able to expidite the shipping as I have already waiting so long. I was told that wasn't something she could not change the shipping speed of the item. I asked for them to please reach out and see if there was something else they could do to get this item before my daughter starts school. I then waited on hold for 20 minutes only for the operator to inform me that the item is now on backorder and wont ship until October 16th. At this point i'm still on hold. 35 minutes into this call with ZERO resolve. Never again.
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August 2023 by Arthur Glauberman
If you are an expectant parent, grandparent or looking for a gift for a new parent, Pottery Barn Kids is the store you’ll want to shop at! They have everything that a newborn baby or their parents might need until they graduate to Pottery Barn for Teens!
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August 2023 by Elizabeth L.
I ordered a school backpack for my granddaughter. she only used it for 1/2 the first day of school and it is already coming apart at the handle. I called Pottery Barn Kids customer service for a replacement and they said that they do not have the designed i ordered in stock and they could not replace it. They offered me $7.00 to have the handle repaired. This is terrible customer service. No wonder the company does NOT accept reviews by their purchasing customers for their items.
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August 2023 by Katie S.
Do not order baby furniture from here, while the ordering process in store was amazing and our sales rep Fran was incredible to work with, once the order is placed it is out of the stores hands and at the mercy of the delivery service. The delivery service is absolutely horrible, from delays to having to chase them down daily for a simple COI it's been a nightmare process.
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July 2023 by Rafael S.
Absolutely terrible. Sent us wrong item, then when we returned it, charged us THIRTY dollars as a "restock" fee. If I had known there was a restock fee of half the value, I would've tried to sell the item on facebook marketplace or something