Pottery Barn Kids

I ordered furniture from pottery barn kids months ago and could not able to receive it secondary to delivery service problems. I called PB kids customer service and tried to complaint about it the first response was: "we can not help with delivery problems" could not believe my ears, I wanted to talk the supervisor, and I had to wait on the phone for a while and then I was disconnected. I tried couple of times, unfortunately, I was not successful.

Finally, I took off for a day from work and scheduled a delivery time between 11 AM-1 PM. At 12.15 PM I received a call saying truck will be late. This time I called PB customer service again. This time the representative was better; at least she said "sorry" instead of not taking any responsibility for the delivery service. She also cancelled my delivery service fee which I was glad.

PB kids should re-consider working with this delivery company. The same company delivers my Restoration Hardware and Create & Barrel items on Saturdays with perfect service. And I do not understand why they can not provide the same service to PB kids company.

My Pottery Barn Kendell Crib was purchased in 2005 and in August 2008 a plastic tab on the hardware cracked off. After several attempts at getting a replacement piece (the part is crucial to my son's saftey as it keeps the side rail up) I have had no luck. 4 PB associates have told me that they cannot help and that I have to pursue getting it fixed on my own. I have not allowed my son to sleep in it since I am afraid that the rail might come down if he stands up.

I would have expected a recall since I have read the same problem happening on online message boards/communities - OR at least some responsibility taken by PB since the crib was $700+ and this is a tiny plastic part that broke - to replace the part can't be more than a few dollars.

On January 8, 2009 I placed an order online for a Lullaby Swivel Glider. It had an estimated 6-8 week delivery. No big deal- I was only 27 weeks pregnant at the time. I called customer service a few times to confirm the order and to verify discounts on the chair. On March 2nd, 8 weeks after ordering the chair, I received a LETTER stating the item had been delayed and would be shipped immediately.

Two weeks later I called again, and was told I would receive the chair by April 1st, which was 14 weeks after the order had been placed. On March 23rd I received yet another LETTER stating the chair would be shipped out on March 26th. On March 26th, 13 weeks to the day of ordering the chair, I received an EMAIL stating the fabric to my chair had been discontinued and they would send me 40 dollars for the inconvenience. I cannot just go and buy a new chair at any baby boutique, they will still take at least 4 weeks to make.

I am due in 11 days. I don't understand how after the multiple times I have called and the 2 letters they sent me, why they didn't tell me THEN that the fabric had been discontinued. My husband and I have spent thousands of dollars at Pottery Barn and have never been so unhappy. If they had told me after 2-3 weeks, or even after 5 weeks of ordering the chair that it had been discontinued, I still would have had time to choose another fabric. Also, I had used a 50$ coupon AND a 10% off coupon for the registry completion discount. They have taken the 50 from me and I cannot get 10% off another chair like I planned.

I am pregnant with my first child and as a Christmas gift my mother offered to purchase a crib and dresser of my choice. I fell in love with the Skylar Crib from Pottery Barn Kids, but it did not have a matching dresser. However, the Kendall dresser, also from Pottery Barn Kids (in white) seemed like it would work. The original order was placed in November before Thanksgiving. We were told we could receive the dresser in early December but that the chosen crib was backordered until January 10. The dresser did come & was great - just what I wanted. But Jan. 10 came & went with NO communication from PBK and no crib.

My mom called and spoke with a gentleman who let her know now the crib was backordered until at most February 12th & we would receive the crib sometime between that time. Two days before 2/12, I decided to call PBK as no delivery had been scheduled. This time, I spoke with one CSR only to be transferred to Maddie, another CSR who let me know that the crib would be into port on 2/18 but that I wouldn't receive it until mid-March - no definite date could be given. She said I was 20th in line and they were receiving 100 cribs, so I would definitely be receiving one. I asked why mid-March and she said that sometimes the cribs come in with some damage and need repair and this can take some time, etc. I told her I was due 3/17 but I could figure something out b/c I really wanted THIS crib.

However, my mom decided to contact a personal friend who works for Pottery Barn to see if she could find out what was going on with the crib - the lack of specifics seemed odd. Turns out, after much searching, the crib was NOT coming in on 2/18, in fact there was no date for more to arrive. PBK was in search of a new vendor to produce the cribs and were just pushing the BO dates back again & again in order to keep the sales. Obviously, I was upset. But I already had the dresser & I knew that the white paint would not match another manufacturer. So I went to the local PBK store to look at cribs and decided that the matching crib to the dresser would work, the Kendall. I made the sales associate check inventory then & there b/c I wasn't going to have my mom order another BO'd crib. They said it was in stock @ the Memphis distribution center, that I could have it shipped to the store for pick up (w/ no shipping charge) and it should be there in a week.

My mom cancelled the Skylar crib and called the store to order the Kendall. It was ordered on 2/14. We heard nothing from the store & decided to follow up on 2/25 only to be told the crib was backordered until April!!! We explained how they had checked and they said that for sure it would be in during the month of April. I called my mom, who called the Deer Park, IL store and spoke w/ Laura the manager - my mom was livid of course, but tried to keep her cool. Laura told her that the crib would be available at the end of April and could be to me by mid-May...it sounded familiar.

During my mom's conversation, I checked the PBK Web site and checked the Kendall crib in white. The Web site no longer listed white as a finish - instead it said no longer available in white AS the manager is telling us white is still available. Needless to say, we cancelled that crib as well & let them know they needed to schedule to come pick up the dresser. Laura didn't want to schedule it, she said that if we ordered it through the catalog we had to call the catalog number. But my mom insisted she help us. Of course, almost a week later they haven't called to schedule -- because you have to initiate everything with PBK yourself -- so I am calling. Once it's picked up they've told us that I then have to call back to make sure we are credited - RIDICULOUS.

In the end, we decided to purchase a crib and dresser from Land of Nod - I placed the order 2/28 and was called on 3/1 to schedule delivery. Everything will be delivered on 3/9 - much better & the customer service with Land of Nod is not only friendly, but helpful. I'll have it in time for the baby (!!) and would recommend them to anyone. I'm the first of all my friends to have a baby & I'll be making sure to let them know how horrible the service at PBK is.

I understand Pottery Barn doesn't have that particular crib anymore but I thought they would want there items they sale to be of highest quality- there prices are very high but the 2 separate ladies I talked to didn't seem to care. I was hoping for a credit or one new crib. I could have shown them pictures of the cribs. I wouldn't be surprised if they have lead in them.

2 cribs that are useless now. I will have to buy a 3rd crib.

Purchase a Dana Crib from Pottery Barn Kids. Locking mechanisms on drop side rail split in half on both sides. They will not let me purchase new ones and will not replace because it is out of warranty 14 months old. Tried to get manufacturer so I could purchase rlacement parts, they will not give out that info. Manufacturer identity of faulty product more important than safety of infants. Crib is non-functional with out these parts.

out $600.00 for crib, Will have to purchase new one (I have 17 month old that needs place to sleep). Crib is not safe!

Please beware of Pottery Barn Kids' new return policy. I've shopped at PBK for years and have spent thousands of dollars at that store. They used to have a very customer-friendly policy (up to a year) and then last summer it changed to 90 days. However, on April 1, it changed to 30 DAYS.

I cannot believe such a high-end store could switch to a return policy that's WORSE than the discount stores. I went to return some curtains today that did not match my son's Pottery Barn Kids nursery (you would think their own shades of light blue should match, but they don't) and I was told that because they were purchased 60 days ago, I couldn't return them. I was SHOCKED. What a ridiculous return policy!

I really, really expected something more from a store like Pottery Barn Kids. The salesperson wouldn't even let me exchange them for a color that would match. It's not like I purchased these curtains last year--it had only been 60 days. I was never made aware that they had changed their return policy, and I'll never shop there again.

When it comes to children's products (especially for a BABY), a store needs a nice, customer-friendly return policy because things change so quickly. (What if you had a boy instead of a girl?!?) When I pay prices like Pottery Barn Kids has, I expect decent customer service. The salesperson was rude and cold. I will not shop at a store with an intolerant, strict, ridiculous return policy like theirs.

In July 2008 I purchased the Fairfax backpack from the 2008 Back to School line of Pottery Barn Kids backpacks. My 5-year-old kindergarten son used this backpack from August 14 to October 17 to carry his lunch and sweatshirt...nothing heavy. I noticed after two months of use that the stitching on both of the straps was coming apart and that the straps were beginning to fray and separate from the backpack. I purchased this backpack with my son's name embroidered for around $50.00 so I expected the backpack to last more than two months! PBK online advertised this backpack to be made of durable, quality material built to last. Evidently, this was not the case.

When I called customer service, they were unwilling to do a replacement b/c it had been over thirty days. I tried explaining to them that a cheap generic backpack would have held up longer than theirs. Customer service was not at all cooperative and was unwilling to stand behind their product...basically offered me a $10 gift card to compensate me...why? so I could make another purchase from them?...ridiculous!

The supervisor I spoke to was rude, cold, and couldn't care less that I had purchased a defective product. I will never again make any purchase from Pottery Barn Kids or their affiliates as I feel like I have been cheated as a loyal customer for the past 10 years. The only satisfaction I get from this is that Pottery Barn Kids has lost me as a customer and all potential profits they would have made from my future purchases...which would have been much more than the $50 backpack they refused to replace.

I have lost the $50 it cost me for the PBK backpack and will need to purchase a new backpack for my son.

I am extremely disappointed with Pottery Barn Kids, especially with their customer service. I purchased a whole set of baby nursery furniture from Pottery Barn Kids on 6/21/2008. I received subsequent letters from Pottery Barn Kids notifying me that the chest and drawers and Lullaby glider would be delayed in shipment. The two pieces of furniture were finally delivered on 8/9/2008. When we put the slip cover onto the Lullaby glider, it didn't fit (too large, especially on the hand rests).

I called PBK customer service immediately and was told to return the slip cover and I would get a replacement by 8/21/08. I asked if they could expedite the order since I have waited for the glider for so long and I was going to deliver soon. The answer was no because the slip cover is made by a third party vendor. She said she would monitor the order and make sure I get it by 8/21. The day came and went, no UPS package. I called PBK customer service on 8/22 to follow up. I got a sleepy sounding woman Carolee who could only tell me that the vendor hasn't shipped out the item yet. Of course I know the vendor hasn't shipped the item, that's why I haven't received it. They can't provide any more info as to when I will receive a slip cover. I requested for her to call me back to give me the expected date of delivery. She said she would and obviously, I got no call back from PBK.

I called again on 8/25 to follow up and all they can tell me is they haven't heard back from the vendor. The customer service was so bad that he didn't seem to care if I will ever get the item. He didn't make any effort to resolve the matter. All he said was he saw I called on 8/22 and the order has been placed. I asked if I could return the glider since I can't use it without a slip cover and I don't know if I will ever receive it. He said sure and he would transfer me to another department. All he did was put me on hold for 20 minutes until I hung up, knowing it was just plain bad customer service trying to give me a hard time.

I called the PBK store where I bought the furniture and the manager, Mary, was very helpful and understanding. She checked with 'unfortunately' customer service and was given the same answer. At least she called me back to let me know the status, which is really not very helpful because all she could tell me is the slip cover should be delivered to me by the vendor in 2 weeks' time.

At this point, I have no confidence in getting the slip cover at all, and am very concerned if it will fit the second time. I cannot believe that for the amount that PBK charges on its furniture and products, the customer service can be that bad. It has been a really frustrating experience for me shopping with PBK. I would certainly look for alternative stores in the future for my child's furniture.

I purchased a rug from Pottery Barn Kids in Farmington, CT. I was planning on using the rug in my baby's room. On my way home with the rug I began noticing an odor in the car. I assumed it was something else until my husband told me it was the rug. It was omitting and awful odor while still in the wrapping. So I did some research and found out they use pesticides on their rugs prior to shipping to the US. So I was not comfortable putting a rug with pesticides in my baby's room so I decided to return the rug. At the time I was 9 months pregnant.

I went to the store and asked to return the rug. I gave them all the info and they told me to drop off the rug at 3 p.m. at the Pottery Barn merchandise pick-up location at the mall. So I drop to the location and some man came up to my car and asked if I had a rug to drop off (since the sales associate informed the stock room I would be dropping off a rug). Since it's usually a pick-up location they don't give you receipts for drop off.

I guess I was suppose to drive to the store again, park my car, walk inside the mall once again, and speak with the sales associate to verify the drop off. I did not since I asked the sales associate (Kamala) prior to dropping off the rug if it was necessary to go back inside since I was 9 months pregnant and it would be a huge hassle. She told me she would take care of it and I did not need to go back inside.

Well, I waited 2 billing periods waiting for the credit to appear on my credit card and it did not. So I drove back to the store and asked about my credit. The sales associated Kamala remembered me and said she was told I never showed up to drop off the rug (which is a lie). I said that's impossible since I did and someone actually came up to my car asking for the rug. She called the stock room and of course they claim they do not have the rug. I had them search the Serial # and they say they don't have it. She was suppose to look into the matter and get back to me and of course I never heard back.

So I filed a grievance with the Better Business Bureau against Pottery Barn Kids and that was ignored. I contacted the mall security to see if I could get a copy of the surveillance tape that shows me dropping off the rug but was told that they recently changed their system and all tapes have been achieved and it would be hard to retrieve. They would only be able to retrieve it under a court order. I am very angry about this situation since I feel the store employees took advantage of a pregnant women and stole the rug. It was a $300 rug.

I am also upset with the headquarters for not even responding to my better business bureau complaint. I am also upset since I went through all this trouble to return the rug because of bad practices used by Pottery Barn Kids (using pesticides). I am shocked they are able to continue to spray pesticides on these rugs since the health ramifications on those who purchase the rugs can not be great. The rug smelled so bad. It was awful.

I have lost the $300, the cost of the rug. I have spent countless hours trying to pursue this matter trying to recover my lost money.

I feel compelled to update that Pottery Barn Kids has agreed to replace the two cribs I previously made a complaint about. I called the store nearest me (though original items were bought online) and the customer service was very good. I had a resolution within 4 days. Good luck to everyone else.

I'm so unhappy with cribs purchased from Pottery Barn Kids for my twins. The wood is soft and the varnish chips off every time the surface gets bumped with a toy, vacuum or teething baby gums. Worse yet, my complaints to PBK have gone unanswered! I'll never buy another thing from them.

A Pottery Barn Kids gooseneck lamp scorched the top of table in our child's room. It was used as per instructions (60w bulb). Store is willing to refund money. I just feel this needs to be addressed as a safety issue. Also, the end table now has a burn mark.

They finally after much complaint on my part agreed to bring me a new one and take the old one. However, it will happen hopefully this week, in the interim I have no crib to use!!!!

new carpeting installed in Dec. 2002 ruined and now in need of replacement. I tried several carpet cleaners and professional cleaning and/or replacement is necessary.