Pottery Barn Kids — Local services in San Ramon

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written in the responses it is one of the most ignorant customer service I experienced - not transparent, providing outdated and incomplete information.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...

Went here to return some items from my baby registry. Was originally helped by a very nice young woman who was able to find the purchases online and how much the people paid for it. I then decided to shop around to find items to exchange with my returned items since this store is about an hour from my house. When I went back to the register to do the exchange a middle aged woman (reddish hair maybe?) told me I’d only get the lowest price for the items, which was maybe $30 less from what we had already pulled up online of what was ACTUALLY PAID for the items. There was some back and forth between us about the price differences. I left the store without buying anything and let them send me the gift cards in the mail so that I wouldn’t forgo the $30. I was shocked at the unwillingness of the second salesperson to help me so that I didn’t have to make another 2 hour round trip back to the store with a 2 month old baby. The other salesperson looked at me like sorry she’s acting this way since I know she would have made an exception for us (she seemed more junior to the second salesperson who wasn’t going to be flexible). Needless to say I won’t ever be shopping at this store again and will be telling ALL my friends and family to not register with pbk because of how difficult they made the return...

Buyer beware, Pottery Barn Kids had honored 20 percent off registry from a recent corporate change on a sizable order of $5,000, we lost phone connection, we called back and the sales staff and supervisor denied 20 percent which was just approved minutes ago from the supervisor and they said they cannot honor their earlier approval. Shocking! No history on that approval in their system? We said look at the earlier approval and basically there said they don’t keep history. My take seat, you learn in business school 101 about customer service and they failed us as a long time customer. Pottery Barn Kids, you lost our family for good, there are many competitors out there happy for our business which we are happy to frequent instead. Buyers beware please be careful with frequenting Pottery Barn Kids registry, lots of gimmicks, smoke and mirrors too...