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November 2024 by Howard H. S.
Dear Pottery Barn Kids,
Since October of 2023 my wife set up online order to date, we can’t help leaving some words with photos posting publicly. After reviewing postings here, we become to realize that we are not alone to have that kinds of customer experiences with premium price payment. (Cont’)
Oct/25/23, order setup with full payment of $2,398.00
Nov/20/2023, we were so excited to have delivery and installation for our daughter's Thanksgiving Gift. Yet it was upset to see two main upper beams are cracking in installation. Technical support confirmed with the pictures over the phone and initiatively asked the onsite team to uninstall the bunk, due to security issues) and took all back to warehouse.
Nov/29/2023, the replacement parts have been to shipped to local warehouse to delivery (according to online records as I called them in January of 2024).
Jan/03/24, one box of the Austen Single-over-single Bunk Bed (white) was delivered and the AMJ team asked me where other parts of the bunk. The AMJ and we all were confused since they can't do installation right away even after calling their warehouse. We preferred the whole package of all the bunk parts, instead of some parts in our garage. Yet by then we tried to contact Pottery Barn Kids or the warehouse, yet no one is clear and explained to us either the brand new bunk in packaging or some parts will be delivered. So the AMJ team took the box back to the truck.
Jan/24/2024, I called customer service in Quebec to follow up. No one apologies to us till Megan called us back. She left voice message, clearly and professionally, that only one component needs to be replaced, although everything was returned. She tried to coordinate with AMJ Campbell to keep components in warehouse, as waiting for the replacement part shipping from NJ, USA. Yet she was told that some parts missing already.
Feb/22/2024, the brand new bunk boxes were delivered and in installation. With our months-waiting expectation, bottle waters and friendly reminder: we have electrical drill for them to drill some fine holes for installation, in case no more cracking due to that their electrical driver is too powerful, with the bunk beams are cold and easy to crack in cold weather.
Yet again as shown in pictures, it happened yet the AMJ team was upset with our disappointment and even told me “he is not cheap”. Oh mine, they gave us that attitude in our property~~~
Mar/18/2024, we stopped by DIX30 store to check if there is any crack on sample in the showroom as shown --- NONE.
Apr/02/2024, we got contacted by AMJ to delivery the replacement parts. Yet as shown in picture, they had a box of box side and floorboard, instead of the beams. They were totally confused with our hopeless and no trust, then we concluded that something is going on in the system of local customer services and warehouse logistics, junk in, junk out!
Since then, we spent hours and hours on phone call to contact US and international customer services to get the drama done as soon as possible. Yet it sounds no positive response from the local anymore.
Given my education and working experience in U.S., customer services is priority, providing value-added to clients esp. as charging premium prices. We appreciate most of customer service and their support, except two muting my call. Yet we become to be clear and curious that it is the way to treat clients locally?
In October, we sent an long email to international order processing department , as requested, with all details and specific replacement parts. Thanks Megan again, for her follow-up that the order of the exact replacement parts was created and in process in logistics system. We are supposed to be follow up with AMJ company again. The delivery and onsite installation will be in scheduled some time between end of October and the mid
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August 2024 by Alex NDG
Extremely overpriced, cheap quality furniture. The manager was extremely rude and basically kicked us out after five minutes
Go there if you have bad taste and too much money
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June 2024 by Elyzabeth Gagnon
Very poor customer service!
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June 2024 by Valérie Dugal
We went to the store in the morning. Super bad service. No one comes to see us. I buy a doll for my daughter which costs 79.22 so I give 79.20. The cashier tells me I'm missing two cents and I say yes but we round up so it's 0.20. She doesn't understand and tells me that the system is made like that. I answer yes I understand but if I give you 0.05 cents you will give it back to me... she tells me no. Guess what happens next, she actually gives me back 0.05 cents because she still doesn't understand anything and tells us if you're not happy.... Sorry, you work in customer service so be polite, it's not my fault if you have the brains of a fly that doesn't understand anything. It was an employee with a dark complexion so as not to name the ethnic group because I am not a racist. In short, for such a prestigious store it is out of place at all.
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May 2024 by Tracy Cleary
Horrible customer service. Paid shipping on a product after purchasing 800$ of bedding in store and then ordering a sham that was missing store I was told it would be three weeks. I paid 20$ in shipping. They want to refund me 5$ of the pillow sham I ordered as compensation for being lied to in store to probably get a commission. My daughter is disappointed. Spent 45 minutes on the phone to basically be told to F off and go to store and let them deal with the issue. Drive to pay gas for a two hour trip to try and be given my shipping payment back???? Absolutely will not be shopping here again. Honestly buy from Amazon you will get a better customer service. Over priced not worth the money if you have an issue. Cannot even get a refund because I spent even more money in store to have my product embroidered. Cannot believe the level of customer service I am receiving. With two young children at home I don’t have 45 minutes to spend on the phone to be told to go elsewhere to deal with the problem.
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April 2024 by Reem Mahmoud
Very very bad experience not recommended at all plus the customer service is so bad.
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January 2024 by Ayumi-Stella Piperissa
Terrible customer service. Was completely misled with the embroidery options and blanket came out not as promised
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January 2024 by Joe F.
Beautiful furniture and decoration! Staff are kind and helpful, they won't just pressure you into buying like other places.
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January 2024 by Raquel Wu
Canadian Website has been down since yesterday... Bye bye Cyber Monday!
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January 2024 by Patricia Portella
Very beautiful items at very expensive prices however. I was also very disappointed to find that all the children's books were only in English!!
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January 2024 by Kris Curley
I have never experienced such horrible customer service in my life. I showed up at 10am(when the store opened) and waited until 10:10 for them to open the doors.
Once inside I was searching for a backpack that my daughter had her eyes set on.
We couldn’t find it anywhere and trying to get assistance from a worker was impossible. We chose a bag and were looking at accessories/water bottles by the cash desk. The cashier asked to ring me through but I wasn’t done shopping. She said that she was on a phone call and put her caller on hold to help me so it’s now or I’m waiting. So, being shocked, I went to the cash. I asked if the backpack we chose was the SMALL size. as I didn’t see it on the tag. She grabbed a bag to size it side by side and told me it was a LARGE. So I asked if they had a small and she just looked at me with an angry glare and I said okay, I will go look myself for a small. And couldn’t find one. She didn’t care at all. I gave up and just said I’ll take it. The amount of eye rolls and annoyed vibes I got was UNBELIEVABLE.
I was there today (august 22 at 10-10:20am)
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January 2023 by Mike Mike
Nice furniture store for kids. A bit pricey but really nice pieces.
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January 2023 by MaFe López S.
Customer service is not exceptional, especially taking into consideration the price of the items. Very disappointing!! I prefer to buy online than go to the store; I hope it will be available soon for Quebec.
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January 2022 by Paul Grant
It's beautiful cute but really too expensive when you're selling a sippy cup for $32 and a Mickey costume (for baby $75) it's really overpriced it's really beautiful
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January 2022 by Terry Jones
200$ for a baby blanket. 200$!!
It was a really nice blanket though.
