Pottery Barn Kids — Attraction in Durham

Called to ask about how long they hold a product if it’s purchased online for pick up at their store as I live hours away from this store. Just to note this is the only store remotely close to me. I just wanted to make sure that it wasn’t held for just a few hours before my order would be canceled, refunded and the item returned to the shelf bc it’s going to take me a bit to drive there. John was less than helpful. I explained that I wanted to buy it online myself for pick up at their location that I just wanted to know how long I had to pick it up. I explained that if I had ordered it online I wouldn’t get my order until mid July which is why I called to inquire. He didn’t fully understand what I was trying to say initially and said they don’t do holds bc “it’s not a warehouse.” I again explained that I was not asking him to hold anything that I was going to purchase it online for them to go pull off the shelf for me for pick up. I just wanted to know if I didn’t get there within closing if my order would be canceled, refunded and the product put back on the shelf. He then tried to order it online for me to ship it to my house. I again said no that’s not what I’m asking and explained again. By the time that he did understand, he got flustered and just told me to just order it online myself to ship to my home because “it would just be faster that way.” Clearly that is a lie because I will not get the item I want until July. Never answered my question. At any rate, John should find another job that is not in retail and maybe less busy of an environment. He lacks patience, has zero listening skills and his customers service overall is very lacking. I would rather do without than to have anything to do with this location based on how they treat...

I ordered a Bed on August 30th (and was charged right after I ordered it); 36 days later and no one from the PB store (Durham, Southpoint) can tell me where it is, correction, where 1/2 of it is.

I called them three times over the last few weeks to get updates as they don't call you to provide updates, even after you speak with them and they say they will and have noted their internal computer system files.

Oh and make sure not to interupt, at all, or you'll get the riot act and a detailed account of your offenses lol.

Paying $800 for a toddler bed you expect to get good service from a premium company like PB.

You dont expect to have to call three different numbers (Store, Customer Service and Corporate) to get updates because no one at this store takes notes on your previous calls or can provide any real update unless you call 'Customer Service' because the Store physically cannot do that on your behalf, even though the order was to be delivered to and picked up from the STORE.

I called Customer Service and unfortunately they couldn't help me either, however, they were so much nicer to speak with on the phone compared to this store.

Shout out to Danielle at Customer Service who was very nice and helped me process my cancellation.

In summation, I guess if you like to pay a Premium for subpar service than this...

This review has nothing to do with this store in particular. It’s a warning not to use them for your baby registry. Pottery barn kids hands down is the worst place to register for a baby. Better hope you don’t get your heart set of something you love because weeks later it will be out of stock or discontinued. Added a table clip high chair, which I received as a gift, but soon after the tray was discontinued so I won’t have the complete version of the piece. Also happened with multiple other items including blankets, swaddlers, that arent easily replaceable because the new items they add aren’t equivalent of the quality, color, or style of the one discontinued. You constantly feel like you’re having to update your registry to keep things on there and active due to all the discontinuations and back orders. My family purchased things for me that were back ordered that they never received and I received a high chair in the mail as a gift that was the wrong color. Pottery barn admitted to sending the wrong one and was no fault to the sender or how I had it on my registry. Would highly recommend no one to use as a registry. 2 stars because what I have received I do...