Pottery Barn Kids & Pottery Barn Teen — Local services in Atlanta

Worst experience trying to order furniture ever! Ordered two queen beds for my kids in Nov. 16 2022. Though “in stock” we still had to wait a few weeks for delivery. Finally the time approaches and a text informs me that it’s going to be a partial delivery. As they are large beds that they are to assemble I called and requested that it is only a full delivery. She noted it and said that they’ll take care of it. Next day I get a text about a specific time slot. I take off work and wait at home and no one shows. The next day I get another text. They finally deliver but to my surprise it’s a partial delivery. I should’ve refused but I didn’t. The boxes they deliver are so large it takes up the majority of one garage space. And then we wait. And wait. And wait. Many calls later with countless hours spent just trying to get my other parts delivered. No one knew what I was missing or that I wasn’t even made whole originally. Every time I call I waste roughly an hour with no resolve. This happened over and over again. They would even promise a call back and nothing. Finally someone did order a replacement party and called me. We wait weeks and finally the delivery date is here. I disassemble my kid’s beds and wait for them. They can and say they’re late and then 2 hours later the call back and say sorry tomorrow between 12-2. At this point it’s almost 5 pm and my kid’s are sleeping in the floor cause I’m expecting them to be here tomorrow to make the beds. The time slot comes and goes and I never here from them. I called them twice and they reassured me that they would call me. Come 3:15 I’m pulling out and they’re pulling in. I’m desperate for these beds but I have to pick up my kids and I’m already cutting the time close. I tell them to come back tomorrow and to please call me. I called PB 3 times Wednesday to try to get them to come back out. At 4:00 they finally tell me Thursday at 8-10. OMG!!!! So now after missing repeated days of work I’ll hang out Thursday as well. They come Thursday and the part they brought was incorrect. Over 5 months in from ordering in stock furniture and still no beds. There is no leadership and although customer service employees are nice they are incapable of producing results. I’ve requested any form of leadership to call me numerous times over the past two months. I’ve never received a phone call...

Sadly, I will never purchase from Pottery Barn Kids online again. I have spent thousands upon thousands of dollars with this company furnishing two homes and typically love their products. Unfortunately they have the ABSOLUTE WORST customer service of any furniture store I have ever received. I purchased a dresser for my sons nursery that took much much longer to arrive than expected. Once received it came in damaged, looked like it was dropped on one side. The dowels that attach the side of the dress to the drawers were loose. And several scratches on the dresser. The best they could offer me was 10% off a $1499 dresser that was damaged. (Even though they put these items in their outlet and mark them down at least 40%)... When I told them on the phone I would keep the dresser and my husband would try to fix but I was not satisfied with that discount they assured me someone (manager/supervisor) would be in touch THAT DAY to discuss with me what they could do because they were not in the office yet. After waiting and receiving no call I called back to which I was told they were so sorry this happened and they would absolutely do something for me. Once given the run around multiple times to multiple people nothing was resolved and they were going to "call me again". STILL NO CALL, and now there are screws falling out of the dresser on the side that was damaged. I was willing to accept a GIFT CARD just to spend it back at their store but I was continually told there was NOTHING ELSE THEY WOULD DO FOR ME. Because I accepted the "10% discount", which I did not. I said I would keep the dresser but wait for someone to call me back. After many many phone calls and frustration they were still unwilling to do anything even though I have spent thousands upon thousands of dollars with this company and never returned anything. What a poor way of showing that you care about your customers. I will unfortunately not be purchasing from them again and am so beyond disappointed in the way the situation was handled. They are a BIG CORPORATION THAT DOES NOT CARE ABOUT THE CUSTOMERS THAT KEEP THEM IN...

Writing a review for their customer service, not their furniture: I made a reservation for someone to come to the house to help with furniture for my older kid’s bedroom. A few days before, someone called to say they don’t do visits on the weekends, even though these slots were available for you to choose. I said that was no problem, we could do another time. However, any time I mentioned after school, going out several weeks, wasn’t an option. It seemed they could only send someone out before 3. How is a teen or working parent supposed to be around for that? I said we’d be happy to look further out; it wasn’t a rush, but none of these times would work. The person said they’d get back to me; in the meantime, I got three confirmations telling me the appointment was confirmed. I assumed that supervisor found someone to come out, and we all arranged our day to be home. However, no one came. When I called to ask what happened, they said they never planned to come; they’d left a voicemail to call, but the voicemail mentioned nothing about a confirmed cancellation. When I asked why I kept getting confirmations, they said they left the reservation so they’d have my contact info. I don’t know why they didn’t write this down or try calling me again, because both of those would have been more effective forms of communication. In the meantime, we stayed home all day waiting for something that wasn’t happening. When the person on the phone asked if I wanted to find another time for them to come out without any apology, I said we’d be buying our furniture elsewhere. I just have too many other things to do without my time being wasted, and even though this is lovely furniture, there are plenty of other...