Pottery Barn — Local services in Frisco

BUYERS BEWARE: I am never going to buy any piece of furniture from PB Kids ever again. Avoid a complete NIGHTMARE I bought a crib on labor day weekend 09/03/2012 at he Frisco, Texas PB Kids store, they didn't have the crib in the store, so I paid extra for shipping. When i received the crib, the box had holes in it and it looked like someone had stepped all over it. When we opened the box, we discovered a completely broken crib. After calling customer service and being put on hold for 20 min, they finally told me I had to call the store. The next day I called the store and spoke to what seemed like 4 managers all of whom told me they would "call me back". They never called me back, so I had to keep calling them all day to ensure they were still working on my situation. After an entire day, they finally sent out a new crib. The manager informed me the new crib would be there by Friday, 09/21, so when it didn't show up on Friday, I called the store asking for a tracking number. The associate didn't give this to me but said it would be here Monday or Tuesday. Yesterday, after calling the store and getting the tracking number, I discovered UPS has now lost my crib. After calling UPS myself, they told me they had to investigate and PB Kids now WON'T send me a new crib until "they receive the old one" which they have failed to even look for in the storage area. So, now I am caught in a cat and mouse blame game between UPS and PB Kids...and I am still out of money for a crib I don't even have. It seems like no one is willing to help me or even attempt to send me another crib. I have now spent countless hours trying to sort this out when I feel like all of my efforts are pointless b/c I am just one consumer. Please be aware of their lack of customer service, lack of efficiency in attempting to get products to the consumer in a timely manner. Save your money and spend it somewhere else that has better...

We went in to the store to order the Clarissa chandelier. I was hoping to see it in person first and had called ahead and was told they had it. They did not have it. I wanted to order it anyway, but they objected. There was a man working there that they called their design expert. He wanted to know how tall our ceilings were. I explained this is for a dining room and it is to replace the chandelier currently there. Our ceilings are rather high for a dining room, 12 feet high. This "lighting expert" informed me that the chandelier would have to be hung as a flush mount and we need to pick a flush mount light fixture. After arguing with him for a short bit and trying to show him pictures, we gave up and went elsewhere and ordered a similar light fixture. Another thing to note is that I had shopped here prior to this. The employees will be very quick to offer to help, but also just as quick to say they are out of stock of things without checking. They often do not seem to even know where they keep their own products. So if you want to shop here anyway, which I do sometimes, and they offer to help, just say no and look around for yourself. I must give this a one star rating because more and more I am finding that I can just find whatever it is that I am looking for elsewhere, for less, and/or...

Bought quite a few items there that they were to ship to Grandaughter. Noticed when I got home they had inverted numbers in address - called immediately - was told by a clerk that it would be changed - Ten days later - no package delivered. Went to the store - said UPS had it - but address did not get changed - first it was "out for delivery" then it was "UPS has it somewhere"!! Was assured by Brittany - who said she is a manager that she would personally take care of it - find the package and have it shipped overnite - for Saturday delivery - and would call me with the tracking number - all of which did not happen. No packaged delivered Saturday - no phone call. I called today - Monday - 13 days after I had selected the items in the store for them to ship - and was told "sorry I didn't call - but no explanation but I'm sorry it didn't get there Saturday. I agree with the above comments - they are happy to take your money - but that's about it - TERRIBLE...