Pottery Barn Kids

This post is regarding their online store. I placed an order on 13 September 2021. They flagged delays of 15 days due to a warehouse move. Today, 27 November, I still have not received all the goods in my order. I contacted them by phone, waited 30 mins, and the representative hung up on me. I contacted them by email, and received canned apologies (I counted 4!) Every 2nd or 3rd attempt to contact them, one part of the order gets sent. I finally asked for a cancellation and refund for the remaining parts of my order on 20 November 2021, which is an option they offered, only to be told they can't guarantee" that the order will be cancelled so they won't process a refund! I would not do your Christmas shopping online with this store."

Purchased a nursing chair at the beginning of November 2021 (thought that would be plenty of time since I’m due beginning of March 2022), the staff member that served me in November was wonderful, since then though I have had such poor service - I’m starting to think it’s a requirement of employment! Still haven’t got what I paid for either and have been provided no ETA

Absolutely worst customer service ever. Went in twice to get presents for my friend's kids and was ignored by every single staff both times. Asked for gift wrapping and the staff said it's $5 for gift wrapping as it goes to Starlight foundation, and I only found out only $2 goes to the foundation...Should've told me up front and not mislead customers making them think all $5 goes to the foundation. The gift wrapping was done poorly as the staff couldn't care less.Such a shame as they have some nice products but the customer service is a big turn off.

Two stars because the items are truely beautiful and great quality however the staff are rude and dismissive. Particularly the lady with the red hair. She does not greet customers, smile or offer any help.The only time she smiled was when she was texting on her phone. This isn’t the first time she has done this.

In store service was good, but the order backlog has been RIDICULOUS to say the least. I was supposed to receive items in September. It is now December, and after we were told a few times it would take a couple of weeks, now we can’t even get a status update on what has happened to our ordered items! Extremely poor customer service and organization. Our baby will be well and truly here by the time our crib finally arrives. So incredibly disappointed to have had this happen - from a brand my family has lived for years.Definitely won’t be recommending this company for the way we have been treated and handled post purchase. My husband and I feel robbed. They took our money and orders have NO SET DATE for delivery. They should stop taking orders and start attending to their backlog before promoting their “warehouse sales” and “clearance” and “Christmas sales”. HUGE disappointment.

I found the weekend staff was very, VERY helpful over the phone and helping search for the clearance (low stuck) items I was chasing , they took their time to find these , called me back same day and placed on hold for me for 3 days to give me time to make it to the shop for pick up, I picked them up same day and the ladies were warm and friendly and help me sort even more items once I was in the shop , I came hone with products that are all gorgeous ! Like nothing you can find elsewhere , and top qualityWeek staff over the phone not as helpful but this time I was after tricky clearance item where the website show stick and shop said have none , which I still doubt but base on the weekend experience I will just keep coming back :) :) :)

Poor customer service. Not friendly. They give me a bag with a black mark on it which I told them already it’s a gift. After that they keep give me the fault One. When I called, another staff told me just go and wash it. That means I need to take the tag out and use washing machine and then wrap it back and giving as a gift？they just super lazy to walk to the store room to get a new one. Don’t go again.

ABSOLUTELY DISGRACEFUL! Should not be offering product for sale unless you are prepared to wait for 30 days PLUS. Plus could be up to a year. Purchased a gift for a 1 year old Birthday on 6/3/2022 and it is now 28/4/2022 and still not received the goods. Apparently the warehouse in Horsley Park (Sydney Metro) has the stock and can't get it 20 minutes in Sydney Metro away for delivery with DHL. Cant give an eta and no idea when its coming. The 1 year old would have outgrown the gift by the time it arrives! Don't waste your time with this company. They should cease trading with a culture like this.

This store is so disgraceful. I purchased $2,000 barn kid furniture in Oct 21 at Pottery Barn Kid Chatswood store. The purchase of furniture at the pottery barn kids store is different. The store staff only can input the credit card number or gift card number in the pottery barn kids website. I didn’t bring my credit card at that time, only have the Apple Pay. The store staff ask me to use Apply Pay to purchase gift cards (purchasing gift card can use Apply Pay) and use gift card to pay for the furnitures. After one and half month, the furnitures can not be delivered. I requested to get refund, but the pottery barn kids only refund a gift card to me. I talked to store manager Andrew, and he asked me to send my credit card number to customer service, and let them to refund to my bank account. I did it. After that I called customer every week to follow up the progression, but all response is to let me to wait for refund. Until 6 Feb 22, the pottery barn kids customer service told me I am not able to get refund to cash because of the policy. They said I was misleading at the beginning by Pottery Barn Kids Store Staff to purchase gift cards, but customer service can not help to resolve! I have to seek further action!

Great products and we generally like our online experience however the Chatswood Chase in-store experience was disappointing. Except for the new staff member who tried to be helpful, staff were generally disinterested, unfriendly and not helpful. A stark contrast to the customer oriented, friendly and helpful staff at the neighbouring Adairs and Bed Bath N Table.Expect sales (particularly repeat business) would improve if they had more customer friendly staff.