Pottery Barn Kids — Local services in Palo Alto

BUYERS BEWARE OF MISERABLE CUSTOMER SERVICE!!! We placed an order for a recliner and were told that the order would arrive between Aug. 3-10. We also ordered a dresser and were told that this order was delayed so we canceled that order because it would not arrive before our baby was born. We were told the recliner was still on schedule and should not worry about getting a different product in time for our baby. We called customer service on August 10th and were told that the order was delayed and would arrive August 23rd. We called back after that date passed. We were then told the order was still delayed and there was an issue with the supplier and that the order would arrive August 27th. We called back after that date and were told the order DEFINITELY be arriving by August 30th. We were also told a supervisor would call us back, which never happened. We called back after August 30th and were told the order would DEFINITELY be arriving by September 4th. We called September 6th and were transferred to customer care after a 30+ minute wait, only to eventually hang up after being on hold for over 1 hour. We called back today to try to just cancel the order and put an end to wasting time trying to find out when the recliner would arrive. and were told that the recliner has actually been LOST somewhere in the delivery process and they cannot find it. Perhaps the most absurd part of this is that we were told that we cannot get a refund until Pottery Barn Corporate Office Pottery Barn Kids "finds" the item. Moreover, Brianna from customer care told us that there is no supervisor with whom we can speak to about this issue. Each time we call back we are on hold for over 30 minutes. We have received NO email communication about delays or that the product was lost.

The last email I have from Pottery Barn is our order confirmation in July about the delivery date being between August 3-10. This is by far the worst customer service experience I have ever had with a retail store. I would recommend that customers for children's products AVOID using...

2 weeks ago I am very disappointed by the service provided. The shop sells beautiful high end things but when it comes to delivery and post purchase service it is worse than low end shops. We ordered a nursery furniture more than 2 months ago with confirmed delivery date by 26th January which was still almost 2 months to my due date. Instead of the delivery we just received automatic notification that the order is delayed due to back ordered dresser by 1.5 months. After contacting customer service the suggested “solution” was to replace the dresser with a different one or cancel the order. Obviously we have already arranged a nursery room based on the furniture collection we picked so having one different piece does not make much sense. Suggested cancellation of the order obviously does not help either. I understand COVID challenges and problems may occur but it is not acceptable to communicate it with such a delay and provide solution in this helpless and careless way.

Frustrating experience and helpless overall. Completely opposite to seamless, world class care experience. Prompt reaction but helpless with no solution, lack of understanding customer’s needs. I am sorry to say but despite a lot of words written in the responses it is one of the most ignorant customer service I experienced - not transparent, providing outdated and incomplete information. I truly made a wrong choice in choosing PBK as a “partner” for furnishing my newborn...

I wish I had read the low rated reviews from previous customers. The furniture is nice and high end but I agree with a lot of reviewers here that customer service is worse than low end shops, much worse. first of all, they did not tell us about the registry benefit of 20% discount that we could have when we were shopping. For a nursery setup, 20% is a lot! I only noticed when I visited the website and only when I complained they said they will apply it when the items are delivered. Second, beware of their recliners. These expensive pieces of furniture will arrive probably when you do not need them anymore. We are still waiting on ours with no clarity on the delivery date! Seems like the staff is trained to have similar way of speaking and behaving to find a way not to answer your questions. My calls are not returned, I have no clarity of what is happening to my order, they simply tell you that they are busy, or their system is down?? They easily say they have no control over the warehouse, and that you have to be in contact with the warehouse yourself as if they are a separate company?! Terrible...