Pottery Barn Kids & Pottery Barn Teen — Local services in Oak Brook

This past Sunday I encountered one of the worst store experiences that I have ever had. The store associate, Sarah, was insolent, unpleasant and insensitive. If she listened half as much as she talked and wasn't so quick to form her own opinions and insist on being right, she could focus on the big picture - being valuable, solving problems and providing an exceptional customer service experience - but I simply don't think it's in her nature.

After driving from Indiana to conduct my receipted transaction, I expected this to be a quick trip. Instead, I was treated with resistance and an immediate bash of what could not be done, instead of focusing on what COULD be done and how I, the customer, could be taken care of. I was treated with a slew of YOU could call this store to see what they would do, YOU can drive another hour and see what they would say, YOU can't do this since it's past 30 days....we'll what are YOU, SARAH, going to do when YOU, SARAH, are getting paid to help, if I have to do everything myself? I'm not on payroll!

I shop at PBK often (mainly online to not have to deal with this type of experience), and had a registry for all 3 of my children there, so I know the policies well, and even if I didn't, I know what my receipt says regarding the return policy and it made no mention of the 30 days she insisted, even when I told her I knew it was 90 days after an event when shopping from a registry. Instead of initially pulling up the registry to see my purchases and verify the event date, I was told I couldn't be helped. So, I left defeated and had made it to the highway when I pulled over, because I knew for sure Sarah was wrong. I remembered what the sales associate told me when I bought the items about the return policy and I remember from registering my own children. When I called back and repeated the policy listed on the bottom on the receipt, only then was I was told that I could come back to be taken care of. Why should a customer have to drive back when if Sarah would have just listened and focused on how I could be taken care of from the beginning, I wouldn't have had to waste more gas and more time?!?

All I wanted was to give my friend a gift card back for the items I purchased instead of having her travel to the store at 8 months pregnant to do the same thing. Once I received the gift card to give back to my friend, I asked if there was a box or envelope available to put the card and receipt in. She looked around and then stated, "no, not for merchandise credit gift cards." Was she serious? Not an ounce or regret or remorse for having me drive back, an apology for the trouble, and she's still not providing resolutions! Is a merchandise credit gift card sized any differently from a regular gift card? Didn't I tell her that it was for a friend? Some people do have manners and care about the way things are presented to others (i.e. Instead if giving a card wrapped in receipts, I could have at least given it to her neatly, it wasn't like I was trying to present my friend with a the idea of a new gift card - she sent me there!).

After all of the negative reviews from the store on all sources of social media (low ratings on Yelp, Google, Facebook), where are the store and district managers addressing their staff? Where is the accountability from the corporate office? I always write a rave review or contact a store manager when people go above and beyond, so if multiple people are writing bad reviews then there is a consistent problem. I have to reconsider spending money with...

I recently had a very poor customer service experience with Pottery Barn Kids.

We purchased a toddler bed (~$600) for my son this summer. It came damaged (one piece was delivered damaged and some damage was done during self-assembly). I reached out to customer service to get replacement parts for the damaged pieces. The customer service representative indicated that they would send the damaged pieces.

Several weeks went by, and I hadn't heard back from them regarding my request. I called again and asked for a follow-up. Although they indicated that they had sent a message about this, I never saw it. I'm unsure if it ended up in spam or if I missed it somehow. They indicated to me that the manufacturer no longer produces the bed, and the replacement pieces would not be available for me. I requested a refund of some sort, and a refund of $60 was offered. After I requested a greater amount, $100 was offered. In my opinion, a 40% to 50% discount would have been more appropriate for the sale of a "new" product that was delivered damaged. A reputable company should not be selling damaged products and not offering significant compensation. The offers of $60 and $100 are offensive to me.

They did also offer for me to return the bed for a full refund. However, my son has been in this bed since the summer (it is now November) and has taken quite a while to become accustomed to the bed. I am unwilling to disassemble, rebox, and ship it back and make him readjust to another bed. I am currently 9+ months pregnant and I had intended on purchasing a changing table from PBK, but after this poor customer service experience, I will be purchasing a changing table elsewhere and do not intend to give Pottery Barn Kids any additional business. The supervisor that I dealt with indirectly was named Brianna S. The CSR that I spoke to directly on the phone was very courteous. I'm pretty disappointed in the whole experience.

Hopefully, they can improve their customer service, especially when damaged products are delivered.

I would welcome further discussion with PBK if they would like to try to...

Over two months and a second bed later.. had to send everything back again!

First delivery the people didn't account for all of the pieces, and found one broken piece they sent to furniture repair. Wait almost 3 weeks for that broken piece to come back and another set of delivery people notice the pieces are missing. They put the bed together halfway and said I'd have to wait for the other parts. Upon my own inspection I find they used the wrong parts in the wrong places and Pottery Barn informs me they weren't supposed to put it together at all!! Keep in mind in the directions it says not to use a drill! And every delivery person has used one! So while the bed sits in the middle of the bedroom, with no space to put a mattress on the floor, I am told they will send me a whole new bed and it will be priority. OVER 3 WEEK LATER.. New bed comes in. Parts are broken. I even went so far as to ask the guys to take other parts from the old bed, just so I'm not left with a broken bed... They use a drill, strip screws, put a piece on backwards, the ladder isn't in place. The railings don't line up. The desk is cracked. I'm at my wits end! To add insult to injury, Pottery Barn offers me 15% off for a new bed! Which is basically tax!! This specific bed isn't totally in stock until January!!! My kid still doesn't have a bed, which was for her Birthday that has now passed!! I had screws and all kinds of metal debris left in my yard. Two months of dealing with this I can confidently state the furniture department of Pottery Barn is lacking!! I have NEVER seen a furniture company treat their furniture and customers like this! I have been more than patient!! No supervisor will speak to me!! So I'll post to...