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

Unfortunately we had a horrible experience here getting furniture for our first child. As first time parents we decided to go with Pottery Barn Kids because we assumed that we would have a great experience with quality furniture and it turned out to be far from the case. We ordered a changing table/dresser, crib, crib mattress, and rocking recliner. First issue was that when they took down our order instore they didn't show us the order to confirm before entering. Turned out they put in the wrong dresser, which I realized once they gave me the receipt after the purchase was finished. I noticed before we got in our car and we went back in to have it fixed and it turned out to be rather difficult for them with the customer service line they had to call even though the order had just be completed. Accidents happen, so we didn't think much of it. The changing table/dresser came about a month later and the quality didn't seem to be as good as what we saw in the store, but we were happy enough. The real issue came when it was time for them to delivery the crib and chair. It was extremely hard to get ahold of the delivery company if you missed their call even if you called them right back minutes later. We finally got the delivery scheduled and they came with only the chair and said they didn't know about a crib and crib mattress even though it showed online that all three should have been delivered. Also the chair that they delivered was clearly damaged. If you rocked it there was a loud screeching sound of metal rubbing on metal. Again there was nothing the delivery people at our house could do. I tried calling the delivery company to get a full inbox, so I couldn't leave a message. I tried texting them as well with no response. My husband tried calling the Pottery Barn location and they told him there was nothing they could do, but they did know that the delivery company they used wasn't good and they were working on switching to a new company. He had to physically go into the store before anyone would help us and then we finally heard back from the delivery company. It ended up taking at least three more weeks before they could send a "furniture doctor" to look at the chair and determine if it could be fixed. For the crib and crib mattress they told us that it had been lost in their warehouse, but they found them and could deliver them the following week. I stayed home from work an entire day for them to then only deliver the mattress, but that delivery person told me the crib should be following shortly. Turns out they had never found the crib despite telling me they had the previous week. Pottery Barn then reordered the crib without informing us of what had happened or asking if we still wanted it. Again we could only get answers from anyone if my husband walked into the store. If we tried to handle over the phone each party would say it was the others responsibility to resolve. We eventually did get the crib and were able to get Pottery Barn to take back the damaged chair for a refund (they offered a replacement chair, but at this point we wanted nothing to do with them). Because of delayed delivery times (not just a Pottery Barn issue) we were having to deal with this while i was 9 months pregnant and even coordinating additional delivery times days after getting home from the hospital. This was additional stress that I certainly didn't need at the time and wouldn't have expected from a Pottery Barn brand. No one wanted to help us even though we had spend about $3000 with them. Other than the refund for the damaged chair there did nothing to try to make the situation right like waiving the delivery fees or even just an apology. I will never shop at a...

If I could post 0 stars I would. Today we went to go get my daughter a rug for her room. We recently moved and with COVID we were waiting to see one in person. We arrive, got out of the car, brought our masks which state are required on the door, and called the number that it said we needed to call to get access into the building as they were "limiting guests." We called and the phone kept ringing with no one picking up, although we could see the workers clearly at the desk just standing there and not picking up our call. Upon answering they let us know that they were only taking appointments. I told them that they needed to change the signs on the door then because it is very unclear if that is their policy currently. She said that their 11:30 a.m. appointment cancelled and asked if we wanted to use that appointment time, since we were already there I said yes and we disconnected. 10 minutes later I was still waiting at the door with my 3 year old waiting for someone to come and let us in... They never came even though they could blatantly see us standing out in the chilly temperatures. Never came to the door to explain, never let us in. We left and we will not be back. This is an ongoing issue at this store, the workers seem to not understand what "customer service" and for that reason we will not be back.

During the current pandemic as a consumer you are able to pick and choose where to spend your money and I will NOT be back here. Shame on them for making us feel as though we were "bothering" them while trying to...

Worst customer service experience ever. Ordered a "big boy bed" for my toddler in september of 21 for delivery early october 21. Delays, backorders, and excuses later the "in stock" "ready to ship" item never shows up. My wife went in and dealt with the people in the local store who promised to have it resolved within a few weeks (longer than the initial delivery estimate). Finally January of 22 we had a scheduled delivery date. No show, no call. Delivery company apparently claimed to have discussed with me that the bed broke in transit. Never called. Never discussed. A "new" bed was ordered without conversation with us. The order confirmation email out of the blue prompted me to call PBKids help line. It was the rudest conversation I have ever had with a customer service rep who essentially blamed the delay on us buying an out of stock bed. I pointed out its STILL ON SALE for delivery next week on their website. I was huffed and sighed at for asking for a refund (Since they charged the card MONTHS ago). My wife thought there was no way such a good company could really be treating us this poorly. She went into the store where she was told we bought a bed that's not really available, but there are other beds that are? Why would I start a whole new ordering process now? I no longer trust this company and will not be ordering from them again. Now I am stuck with other matching furniture for this bedframe that doesn't match. Not sure how I will be...