Pottery Barn Kids

"Went into PBK to browse sale Christmas items, as I had my eye on the Charlie Brown set they released this year. I walked in and most employees seemed busy so I wasn’t greeted which is absolutely fine. I walked a bit more into the store and encountered a woman who greeted a couple, locked eyes with me and just walked by. I saw the sheets, but the prices weren’t clearly marked so I decided I would look online or try a different day. As I walked by the register the same woman who I locked eyes with so enthusiastically greeted a woman entering the store asking her if she was shopping for anything special or had a specific item. Both of us were dressed similarly in athleisure gear and the other difference I could tell is that this woman is white and I am not. As I browsed I noticed so many children’s books by black authors with black kids on the covers, yet you ignore your black customers? PBK inclusivity is about more than the books in your store. Won’t be returning here."

"Absolute worst customer experience of my life.. Purchased a $59 toy stroller for my niece for Christmas online but with store-pickup (64 miles round trip). Come Christmas Day, the stroller handle was torn up. I had to make my second trip out there, 64 additional miles, and waited an hour to get a replacement ordered. I assumed the replacement would be shipped to my house, but it was ordered to the store. So in order to get this $59 stroller, I would have to make three 64 mile trips (192 miles total) to get it, plus I waited an hour in the store while the associate was figuring out how to get a replacement and called customer service for an additional 30 minutes to see if they could ship it instead. They weren’t able to help and I wasn’t offered anything, besides paying the shipping myself if I want the stroller. Big waste of time for a small purchase. You lost a customer in me."

"I am surprised by so many negative reviews at this location. My experience was the total opposite. I had a complex situation to deal with, which was not even begun with the store but an online order. When I called the store and talked with Simon, they took as long time as needed to figure it out for me. When I went to the store for a return and exchange, the store staff and a manager were as wonderful as Simon. As a result, I am really happy with my experience with the store, and I have no problem recommending the place."

"Bought a $2000 rocking chair for my wife to nurse a baby and after 4 months a large bolt fell out the bottom. I don't mind repairing myself, but there was a spacer missing. So I called to see if they could send me one. They suggested I go to a local hardware store. After pressing a bit, they agreed to mail me a bottom assembly for the chair. Nice, right? Well, it is scheduled to arrive in 3.5-4 months. I guess we're just supposed to make due until then. Normally I wouldn't complain about this type of thing but $2000 is a lot of money to put down on a piece of furniture so I expect more quality. Don't send me things that fall apart, and if it does fall apart put some effort into fixing it. This business does not care about their customers and I hope you all find one that does."

"Not for this store, but the experience with Pottery Barn customer service is really bad. Ordered a bed and canopy online in Oct. And the website was saying the delivery is middle of Nov. We need it for our guests who will visit us during thanks giving. But it failed to deliver, and changed the delivery date to be Dec. We thought it is okay, we can wait. But the date was pushed again, again and again. Then we called Pottery Barn to cancel the whole order. But after around 10 phone calls, they still can't cancel the whole order for me. Only cancelled and refunded the bed, didn't refund the shipping fee and canopy until now. And they are not shipped either. Really bad user experience. The quality of their furniture is good, but the customer service is really poor."