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December 2025 by Chris Waite
A ton of reviews mentioning poor experiences with shipping. Our experience was great. Store reps were super helpful and looked up everything we wanted. Shipment was received within 1 week. Couldn’t ask for better.
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July 2025 by Daphne Manning
After waiting 7 months for a daybed I ordered in December I am now told it could take 10 more weeks. When I demanded to speak to a supervisor she continued to tell me what I had already been told. I told her to stop talking and listen to me and she hung up on me. Terrible company with terrible customer service.!
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March 2025 by Brad Farrell
Was told to load the bed I purchased by myself into my car behind the store. I then had to clean up the debris while people were walking by and asking questions. Because the box didn’t fit in my car I had to unpackage it myself. Only to find they didn’t give me all the parts. So if I didn’t unbox it I would have went home with only half of the bed. Terrible customer service. If this was my wife or anyone other than me there is no way they could have loaded a bed into their car alone.
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October 2024 by Bamdad Farhad
Awful, terrible, what a sharp contrast compared with the pottery barn store next-door which is a delightful experience every time.
The staff at pottery barn kids are not only not helpful, they are the very definition of rude.
They clearly don’t want to be there and don’t want to interact with the customers.
Do them and especially yourself favor and avoid this store!
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October 2024 by Alessandra Bassalobre Garcia
I wish there was a zero star option. I’ve made a number of purchases to pick up in this store and shipment was always delayed, which is okay because it’s not under their control. However, every time I walked in the people in the store was less than courteous. And today a lady in the store was EXTREMELY rude to me when I asked about the estimated delivery for a pick up item. The stuff in the store is good but the treatment is just awful, wondering who the heck manages this store.
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July 2024 by B Woodard
We have been passed around since Early June regarding a kids Dresser that cost over $1,300. The shipment was delayed and now we are told it has shipped but they can't find a log of the shipment nor date to be delivered. While customer service has been pleasant the shipping division needs an overhaul! Very disappointed in pottery barn kids !
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May 2024 by Anonymous USA
We came in on a busy Saturday and was helped by Bella. She is an AMAZING human!! She was so kind and friendly. And went above and beyond to help us pick out furniture for our kids rooms... The best customer service we've had in a long time. AND she was able to help multiple guests get what they needed, even when the other staff were just standing around talking to each other.
There was an older lady in a walker who wanted to buy the dinosaur pillow for her granddaughter, but she only had her checkbook with her... which they don't accept as payment... Bella ended up purchasing the pillow for the lady using her own money and gifted it to the lady, no strings attached. When the lady started shedding tears, Bella gave her a hug and told the lady it was her gift to her ❤️ People like this are so hard to find in the world. We will be back to shop with you Bella!!!
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April 2024 by Jennifer Syvanthong
Called to ask about how long they hold a product if it’s purchased online for pick up at their store as I live hours away from this store. Just to note this is the only store remotely close to me. I just wanted to make sure that it wasn’t held for just a few hours before my order would be canceled, refunded and the item returned to the shelf bc it’s going to take me a bit to drive there. John was less than helpful. I explained that I wanted to buy it online myself for pick up at their location that I just wanted to know how long I had to pick it up. I explained that if I had ordered it online I wouldn’t get my order until mid July which is why I called to inquire. He didn’t fully understand what I was trying to say initially and said they don’t do holds bc “it’s not a warehouse.” I again explained that I was not asking him to hold anything that I was going to purchase it online for them to go pull off the shelf for me for pick up. I just wanted to know if I didn’t get there within closing if my order would be canceled, refunded and the product put back on the shelf. He then tried to order it online for me to ship it to my house. I again said no that’s not what I’m asking and explained again. By the time that he did understand, he got flustered and just told me to just order it online myself to ship to my home because “it would just be faster that way.” Clearly that is a lie because I will not get the item I want until July. Never answered my question. At any rate, John should find another job that is not in retail and maybe less busy of an environment. He lacks patience, has zero listening skills and his customers service overall is very lacking. I would rather do without than to have anything to do with this location based on how they treat their customers.
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March 2024 by McKenna Crain
Had the best experience stroller shopping here! Katie Stoffel was incredibly knowledgeable and very positive, putting us at ease as new parents who knew nothing about strollers and car seats before coming in. We left with the perfect stroller picked out to add to our baby registry and will be back to shop again.
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January 2024 by maxine
Website have major issue with logging in - especially their registry.Difficult to get a hold of customer service.
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December 2023 by Adriana Nickerson
Very disappointed , I was expecting my grandkids furniture and the delivery was pushed like 2 weeks over because a night stand ead not at the delivery center with the rest of order. My grandkids moved to their new house and they are sleeping on their new mattress since they moved waiting on their bedroom furniture. I Call the store to see if it was possible to deliver the night stand to the store to get their beds and dresser delivered to their home and there was no way to make the change.
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December 2023 by Angela Brown
I have been buying from PBK for years!! I just received a lunchbox insert. The quality is NOTHING like it used to be. I also ordered a bookbag. It smelled of heavy chemicals. So disappointing
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October 2023 by Gabrielle Espada
This place makes me wish to be a kid again, wish I had the stuff they have when I was younger.
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October 2023 by Wynne T.
Bella went above and beyond to help us try and track down a particular car seat. She followed up with me regularly and provided excellent customer service!
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October 2023 by Oliver Nodjoumi
I ordered a Bed on August 30th (and was charged right after I ordered it); 36 days later and no one from the PB store (Durham, Southpoint) can tell me where it is, correction, where 1/2 of it is.I called them three times over the last few weeks to get updates as they don't call you to provide updates, even after you speak with them and they say they will and have noted their internal computer system files.Oh and make sure not to interupt, at all, or you'll get the riot act and a detailed account of your offenses lol.Paying $800 for a toddler bed you expect to get good service from a premium company like PB.You dont expect to have to call three different numbers (Store, Customer Service and Corporate) to get updates because no one at this store takes notes on your previous calls or can provide any real update unless you call 'Customer Service' because the Store physically cannot do that on your behalf, even though the order was to be delivered to and picked up from the STORE.I called Customer Service and unfortunately they couldn't help me either, however, they were so much nicer to speak with on the phone compared to this store.Shout out to Danielle at Customer Service who was very nice and helped me process my cancellation.In summation, I guess if you like to pay a Premium for subpar service than this is your STORE.
