Pottery Barn Kids 88 Stanford Shopping Center, Palo Alto, CA 94304

"I wish there is a 0 star! We ordered one nursery chair and they told me they will deliver in Jan. Then they send an email update saying it’s delayed to April-May. We think it’s ridiculous and went to the store asking for a solution. The sellers in the store suggested us cancel that order and order a new one, and we followed. After a few weeks, we found the first order was still not cancelled. Called customer service like a thousand times, and they told us: no cancel no return! We followed this store’s instructions every step and after months they told us we follow the wrong instructions! This store is a JOKE! READ THIS! AVOID THIS STORE AT ANY COST! now it’s still unsolved, we spend $4000, get nothing but only all the unhappy experience! My wife gets more frequent false contractions every time this store is mentioned. If we get a premature delivery, I blame this store!"

"Avoid at all costs. We are expecting baby soon and ordered a $2000 nursery chair. They told they could deliver before due day when we paid. Then after a few weeks they sent an email saying it will be delayed to 2 months after the due day. We went to the shop and asked for help. They told us the material we selected was sold out, so helped us cancel the order and order a new one with a different fabric. Then after a few more weeks, the order is still not cancelled, and the new chair is delayed to one month after the due day. We called like a thousand times and no one can do anything. So it’s like we spend $4000 now and still won’t get the chair on time. Just AVOID buying anything from this store."

"The Palo Alto location of Pottery Barn Kids is amazing! I had a horrible experience with Pottery Barn online - a months-long saga of rude, unhelpful treatment - and went to Pottery Barn Kids in Palo Alto and they solved all my problems at no cost in 10 minutes. They were helpful and so friendly and I wish I went to them sooner! The salesperson mentioned that the online sales don’t support the brick and mortar stores at all, and recommended that I contact them directly to order. When I had the opportunity to order again, I didn’t bother ordering things online. I called the Palo Alto store and they were delighted to help me! They were super knowledgeable and descriptive of the different models, and quick with the ordering process. I also know if I have any issues with the product, their customer service will take care of me (unlike ordering online, where you’ll only get snippy responses and the runaround). TL;DR - order directly from the store, NEVER online. Pottery Barn Kids in Palo Alto is the best."

"We were at the store last weekend and Linda was helping us ordering the furniture that was actually on display at the store. However, when we came home, we realized that she ordered the wrong item! We went through a major inconvenience. We had to make so many phone calls to the store, warehouse and we simple had unnecessary use of our time Linda was a very nice lady but needs to pay attention to detail. Thanks"

"Had a very pleasant experience today. There was this girl worker that was very friendly and sharp! Helped me with an online order and helped us with some Harry Potter themed lamps. She was very fast and answered any questions I had. Wish we got your name, but thank you so much! We don't have much space, but we're definitely coming back for more lamps."