Potterybarnkids Anmeldelser 

I was shocked at how bad the service at Pottery Barn Kids was. I wish I had read Trust Pilot reviews before I ordered. I ordered 3 kids/baby towels for a baby gift to a colleague. The websited showed them as being sent in a week. Then came the email with delays that were MONTHS, with each set to arrive in a different month. That followed by rude customer service. Their towels are so cute but I am done with ever buying from them again.

Order from July still missing—zero customer support
Review:
I placed an order on July 26th and was informed it was backordered until September 15th, which I completely accepted. However, it is now mid-October and I still have not received my items.
Worse, I cannot get any information on when it will actually ship. No matter what time of day I call, the customer service phone number just leaves me on hold indefinitely. It is incredibly frustrating to be completely locked out of support after months of waiting for an order. I strongly advise against purchasing from them if you expect transparent shipping timelines or accessible customer service.

I am extremely frustrated with my experience with Pottery Barn Kids. I ordered Halloween items and instead received a pillow that I never ordered. Now my actual order won’t arrive for another week, and on top of that, I’m expected to go out of my way to return the pillow they mistakenly sent me. It is ridiculous that I am being inconvenienced twice because of a mistake that was entirely theirs. The least they could do is take responsibility and make this right instead of expecting me to deal with the hassle. For a company with prices this high, the customer service is unacceptable. I will think twice before ordering from them again.

I had a wonderful experience with Pottery Barn Kids’ design services and ultimately ordered several pieces for my son’s room. Unfortunately, what happened after the furniture arrived has been one of the most baffling and frustrating customer service experiences I have ever had.

We paid for white-glove delivery of my son’s bed. The delivery team assembled the bed, but the slats needed to support the mattress were missing. So although the bed was technically “delivered and assembled,” it is completely unusable. My son has no bed to sleep in because Pottery Barn Kids failed to deliver all of the necessary components.

What has been far more frustrating than the original mistake is the complete lack of urgency or ownership from customer service.

I had to call Pottery Barn Kids EIGHT times over the course of more than a week before I was finally able to speak with someone who could actually help resolve the issue. Rather than simply getting us the missing parts as quickly as possible, a customer service representative ordered an entirely new bed without even discussing that solution with me. I was then told the replacement bed would not be delivered until approximately six weeks after the original bed was delivered.

So, because of Pottery Barn Kids’ mistake, I am now expected to wait six weeks for a usable version of a bed I have already paid for—all while my son has no bed to sleep in.

I eventually spoke with a supervisor and asked whether Pottery Barn Kids could refund either some portion of the bed or the white-glove delivery fee as compensation for the enormous inconvenience. I was told that no refund or adjustment was possible unless I returned the bed.

That response was astonishing to me. I am not trying to return a bed because I changed my mind. Pottery Barn Kids delivered an unusable product, I spent more than a week repeatedly calling them trying to get someone to fix their mistake, and their proposed resolution requires me to wait another six weeks. Yet there appears to be no mechanism for customer service to acknowledge that failure or make the situation right unless I return the product entirely.

Mistakes happen. A missing part by itself would never have caused me to write this review. What has lost me as a customer is the way Pottery Barn Kids responded to the mistake: no urgency, no ownership, no proactive communication, and apparently no ability or willingness to compensate a customer when the company has clearly failed to deliver what was purchased.

For a company selling expensive children’s furniture and charging for premium white-glove delivery, I expected a completely different level of service.

I genuinely liked the products and had a great experience with the design team, which makes this even more disappointing. But after this experience, I will never shop with Pottery Barn Kids again. I would have selected zero stars if I could.

Ordered a chair for my niece with her name on it. Package said it was delivered but there was no chair to be found. Days later, the chair arrived late (it was a Christmas present ordered in November and delivered in January) without her name. They sent a replacement three months later, AGAIN, without the name that was paid for. They did NOTHING to settle this. Worse customer service I have ever experienced. I would NEVER buy from them again.

I’m very disappointed with this nearly $100 Pottery Barn backpack. Purchased for my 7-year-old son, it has seen limited, normal use and carries very little, yet the stitching is already coming apart. Pottery Barn refused a refund because the purchase was more than 30 days old, despite this being a quality issue. Poor durability and disappointing customer service—I would not recommend it.

I am still waiting on multiple orders that have not shipped with no sense of when they will arrive. I placed a mattress order over the phone, never received an invoice, have no ability to track it and have called twice and an agent told me that there is no way to tell when it will ship. When I asked to cancel, I was told I cannot cancel the order. That my only option was to refuse to accept delivery if and when the item ever arrives. I am not going to order from them again and have been a loyal customer for years, but this is too irritating. This was supposed to be a gift for my daughter and she is so disappointed.

This review is NOT about the product. It is about the complete failure of Pottery Barn’s customer service.

I’m referring to order #362303902971, placed August 18, 2026, for a bassinet and cover for my daughter-in-law.

On August 21, I received shipping notifications with two tracking numbers. The cover shipped, but the bassinet did not. I called Pottery Barn on August 25 and was assured the bassinet would ship within a few days. The cover arrived that day, but the bassinet did not. Because both tracking numbers were linked to the order, your system incorrectly showed both items as delivered.

I immediately called again. I was told there had been a system error and that the bassinet was backordered. I cancelled the bassinet and was told I would receive a refund within seven days. I then purchased one elsewhere because I needed it quickly.

Then, on August 28, I received an email saying the supposedly cancelled bassinet had shipped. It arrived September 1.

I called again, explained the situation yet another time, and spoke with a manager who promised to call me back September 3 to arrange a UPS pickup for September 4.

The manager never called.

So today, September 4, I had to call AGAIN and spend over an hour on the phone trying to get the pickup arranged. Then the representative actually asked me why I couldn't just take it to the UPS store.

Why should I? This is not my mistake.

I did not create the tracking error, mark an item delivered when it wasn't, ship a cancelled order, or fail to return a promised phone call. Pottery Barn did.

I have spent hours of my time fixing a problem your company created. My time is valuable too, and frankly, I should be billing Pottery Barn for it.

This entire experience should be used as a training lesson for your employees on how NOT to handle a customer service issue. The lack of communication, accountability, and basic follow-through has been absolutely unacceptable.

The product isn't the problem. Your customer service is.

I’ve had the worst experience ordering from Pottery Barn Kids. I ordered a crib for our second child two months ago and it was lost in the mail. 10 calls between UPS and Pottery Barn with finger being pointed in every direction with no resolution. Asked for a refund, denied today. What was supposed to be a splurge on a nice quality crib as a gift to my wife has turned into a nightmare.

Bad quality! Expensive backpack and after less than 2 weeks of use damaged
I tried to contact customer service and they couldn t do anything about it ! First and last time buying this brand !

Their customer service is unbelievable. After I requested a replacement for a defective item, I waited for half a month and the replacement was not shipped. I called them and waited for a whole day for the call back. Then the agent said "The issue was you wanting to replace it". Then she went out her way to say the item was defective because I did something wrong, even though I followed their manual exactly. After that call, I called their customer service again to share my experience, but they said, if the replacement order was placed, they did not see any reason that I should be complaining. It was just a horrible experience.

Purchased porter barn backpacks and lunchboxes. Backpack that was gently used for a few months- fabric separated from the seam on strap. Only on one backpack- obviously a manufacturing defect. I reached out to customer service, expecting some recourse, or guarantee on a $70 book bag. Before I could even attach a photo of the DEFECT the representative told me they offered no option, and to have a nice day. Refused any assistance on a faulty, $70 book bag. Will no longer use these products, will let all my friends know they are not durable.

I ordered a bed on July 9, 2026, from Pottery Barn Kids. Today is Aug. 6, 2026. Still don't have my order. Called as was told September 3, 2026. This is unacceptable. This bed is in the town it is to be delivered to.

Buyer be ware of Pottery Barn!!!!!!!!!!!!!!!

Some products are good, but it is a gamble. I purchased a lunch box. It was low quality and cheap but I paid $20 so I returned it. What I didn’t realize is they would charge me shipping. So my refund was less than half of what I paid (I only got $9) back. Rip off.

I would rate Pottery Barn, particularly Pottery Barn Kids, a ZERO if I could!

I received a damaged item, called to exchange it. They claimed not to have any in warehouse so there was nothing they could do. Checked the site, they did indeed have the item. Called again, got the same response. Ordered the identical item myself immediately after the call and it shipped! Called yet again, 45 minutes to talk to a supervisor which doesn't seem to care!

This company LIES and has the worst customer service I have ever experienced. This company does not care about customer satisfaction and is okay with customers receiving damaged goods!

I will NEVER shop here again as honesty is an important policy - something this company does not have! Not to mention their VERY poor customer service.

I get the idea that most of the time people usually only provide bad review and/or complain, but I am telling you that this is a sincere WARNING about purchasing anything large from PBK and I read a lot of bad reviews, but took the leap and am very sorry that I did because it has been a nightmare. I have paid for most of my purchase at this point and have NOTHING to show for it after three going on four months. A side table has been holding up the order and according to PBK there is nothing that they can do about it other than to email the shipping vendor that they use. You would think that they would just send the beds and dresser since they have had it for over two months collecting dust and just comp me for the side table when it comes in, but greedy corporate mentality won't allow this. In fact, I told them if they need a donation I will donate the $180 (they are keeping an additional $10 of my money for something shipping related so they weren't even refunding me the total shipping anyway) but please don't feel like you can steal from customers like this. Go to Crate and Barrel, Restoration Hardware, Costco, etc. Do NOT shop at West Elm, Pottery Barn, PBK kids, Williams Sonoma, etc. as these are all Williams Sonoma businesses. Again I wish I would have heeded the warnings but like I fool I didn't and am paying for it!

I bought the emerson crib and I would tell anyone do NOT. It is so hard to get baby into crib. We were told thats the mandatory height and all cribs are like this which is false. Im so agitated and feel duped. Im 5'6 and have to use a stool to get her in there and its still such a drop she wakes up. Never again will I buy something from pottery barn. We are getting ready to cut the legs to make the crib shorter.

I placed an order for a crib on July 13. On July 22, I received an email stating that delivery would be delayed. The following day, July 23, I received a phone call informing me that the order was being cancelled entirely due to a pricing error on their end.

This meant I waited ten days — believing my order was simply delayed, not at risk — before being told it would not be fulfilled at all.

If you are ordering on a deadline or need a reliable delivery timeline, I would strongly caution against relying on Pottery Barn Kids. A ten-day gap between placing an order and being notified of a cancellation is an unacceptable amount of time, especially for buyers with time-sensitive needs like preparing a nursery. I would not order from them again if timing matters to you.

I wish I could give a negative number. I worked for this chain for years and so ashamed with how this company treats their mess ups, and thinks that’s a 20 percent discount and free shipping after waiting going on nine months for a personalized anywhere chair that had been promised to me countless times. Which I still have not received. Shipped to the store 3 times incorrectly, countless phone calls and emails since December 2025. It is now July 10th 2026 and no slipcover. Upper management doesn’t take accountability for their horrible systems. This is not the company they used to be which explains their low rating. This will be my last order from them. Marlene in customer service could care less about the time and energy I have put into getting something that was bought and paid for on Black Friday. Do not shop because they do NOT care about customer satisfaction whatsoever. Hopefully this brand is not long for the retail world.

Potterybarnkids likes to “offer” sales on Lilly Pulitzer bedding. However, the sale might only be for king size not the twin or queen. They do this alot blasting your email with sale sale yet only one style or size is discounted. Now, I am receiving emails on lilly prints in bedding and again you go to the site, not available. How misleading can you be? Horrible pr and false advertising.
Called cust service and of course could have cared less about their “fake” sales. Would not work with me. Love Lilly Pulitzer but PotteryBarn shame on you.