Pottery Barn Kids — Local services in Lone Tree

I recently had a frustrating experience with Pottery Barn that has left me deeply dissatisfied with their customer service and overall experience. I had high hopes for this purchase, as I had heard great things about the quality of their furniture. However, the numerous issues I encountered throughout the buying process have led me to the conclusion that I will not be returning to Pottery Barn in the future.

I placed an order for furniture for my son on September 21st, and initially, the buying process was quite pleasant. I was informed that the delivery would occur in a staggered manner, starting in the first week of October. However, it quickly became apparent that the delivery process would be far from smooth.

Despite the promised staggered delivery schedule, the first sign of trouble arose when I did not receive a call from the delivery team as expected. Concerned about the delay, I decided to call Pottery Barn on October 17th to inquire about the status of my delivery. To my surprise, the delivery date had been rescheduled to October 24th without any notification. This was the first instance where communication broke down.

I called again on October 21st to confirm the new delivery date, and I was assured that October 24th was indeed the set delivery date. I was told that I would receive a call the day before with a 2-hour delivery window. However, this call never came, and I grew increasingly frustrated.

On the morning of October 27th, with no delivery window information in sight, I decided to call Pottery Barn once more. To my shock, the agent I spoke with informed me that there was no record of a delivery order for the day. I was left to navigate a sea of confusion as I made several calls and inquiries, but no one could provide a clear answer or solution.

The situation was further exacerbated when I was asked if I had received a delivery confirmation email. This was the first time I had heard of such an email, and it left me feeling like I was kept in the dark throughout the process.

Despite the numerous setbacks and delays, the delivery finally took place on October 27th. I contacted customer service to discuss the compensation that had been promised to me, which was 20% due to the delivery complications. However, even this was not smoothly resolved.

The first agent I spoke with confirmed that 20% had been approved according to the note in my account, but I was transferred to another department. This department, which appeared to be the furniture department, told me they could only approve 10%. I clarified that I wasn't trying to negotiate the amount but simply wanted to understand what was going on, as it had been discussed and settled the previous week.

To make matters worse, I learned that Pottery Barn does not keep notes of customer conversations unless explicitly stated, which explains the lack of transparency and communication throughout my experience. They do not have call logs or any notes on the account, which makes it extremely challenging to address any issues or track the progress of customer interactions.

In summary, my experience with Pottery Barn has been nothing short of a mess. Despite the potential quality of the furniture they produce, their customer service and communication are severely lacking. I have lost faith in their ability to provide a satisfactory customer experience, and as a result, I will not be returning to Pottery Barn for any...

Avoid this store at all cost!!! I never leave bad reviews but here I go: last summer, I went to exchange a sleeper that was brand new with tags for a larger size and the sales person was extremely rude right off the bat. She pulled it out of the pottery barn kids box, questioned if it was new and SMELLED it. YES! She smelled it, I'm cringing as a write this. It was traumatizing. Let me re state: it was brand new with tags and had been in the original packaging since it had been mailed to me. It was still a current item in the store and all I wanted was to exchange for a larger size. I was beyond mortified and asked to talk to the manager. Well, she said she was the manager on duty so I left feeling extremely upset. I called the store the next day and talked to the GM who was apologetic and embarrassed about the situation but did nothing regain my trust or make me feel like the brand cared or valued me as their customer. Keep in mind- my carseat, stroller, round rug, bedding, lamp ect ect ect are all from PB KIDS. I deleted my Pottery Barn Kids registry that week & reregistered elsewhere.

Fast forward - I was hoping for a better experience this go around and went into the store earlier this week. I was the only customer in the store & waited about 5 minutes for the THREE sales associates working to look up from the cash wrap to greet me. I finally approached them for help. The specific items I wanted were not in stock in store. I was fine with ordering them until they wanted to charge me for shipping - $22 for shipping is a bit ridiculous and short sided. I've actually never been to a store where when the item is out of stock, the shipping cost is put back on the customer. That being said, it's one thing if you're ordering online but I actually came into the store for the customer experience and because I had questions about the product! I called PB customer service and the person I talked to agreed that she'd never heard of the shipping situation (since I was in store and it was out of stock). she apologized for the experience, said she'd pass my contact information along and I never heard back from anyone. I'm not sure if it's this specific store's culture or the brand itself but Pottery Barn clearly doesn't care about their shoppers or customer experienc/care anymore which is extremely disappointing. I've worked in retail and can empathize with other retail workers, however, to make someone feel so uncomfortable not once but twice is just pathetic. Based off the other reviews regarding their customer service, I know I'm not wrong here or...

This is for the company, not specifically the store. I do frequent this store, as it is my local store. But this issue is far larger than this store.

I am writing to express my concern regarding the handling of a defective Nuna car seat that I purchased from your Company. Despite my attempts to seek assistance, I have not received a response from Pottery Barn regarding this matter.

As a parent who relies on this car seat daily for the safe transportation of my child, I cannot return the defective seat before receiving a replacement. It is unreasonable and unsafe to expect me to go without a car seat while waiting for a new one to arrive, especially when the issue is due to a manufacturing defect.

Furthermore, Nuna's 10-business-day processing time for returns means I could be without a car seat for an extended period. This is simply not feasible. Additionally, Nuna has not provided a solution for appropriate packaging. The original box is no longer available, and sourcing a suitable replacement is not a simple task.

I have requested one of the following solutions from Nuna, but they have not responded adequately:

-Ship the replacement first, allowing me to return the defective seat after receiving the new one.

-Provide a loaner car seat while this issue is resolved.

-Offer an alternative resolution that does not leave me without a safe and compliant car seat, whether by shipping the replacement first or providing an option for pick up and return at a Pottery Barn store locally, where I can leave with a replacement car seat.

I would also like to mention that Nordstrom has already stepped up and is providing refunds or exchanges to parents experiencing issues with these car seats.

I kindly request Pottery Barn to intervene and assist in resolving this matter promptly, ensuring my child's safety and...