This is my review for my online PB Kids order - do NOT purchase anything from here! Delivery times are a joke. I was told by customer service (after trying for a week to get a hold of them without success) that the delivery times quoted on the website are "when they get to the shipping center" and actually expected delivery times are up to two months after that. When trying to cancel my order, only two items were cancelled and I'm still waiting on the refund. Do NOT order from this company, they are completely unreliable read more

My review of Pottery Barn Kids is for my online experience only since there seems to be no store near me. I also could not find a way to make a review that wasn't related to a particular store. The prices are unrealistic and their customer service is even worse. I made a purchase in November and they waited two months to issue my refund, after which they deducted $10 for some reason. When I called them, they said they were "releasing" my refund. This is no way to conduct business. read more

My review is for online purchase and shipping. On Feb. 4, 2025, I ordered a crib, crib conversion kit, mattress, waterproof pad, crib sheet, and monogrammed blanket. The crib, conversion kit and mattress were delivered and set up as promised. Delivery and set up team were fast, efficient and experienced. 17 days later, I'm still waiting for the mattress pad, crib sheets and blanket. Feb. 14, because I needed the pad and sheets, and they hadn't arrived, I ordered them from Target who delivered to my door in 2 hours. Feb. 20, 2025, status on the website is "preparing to ship" for the mattress pad and crib sheets. So I called PB Kids Customer Service to cancel those items. Dennis said the "UPS label has been created so I can't cancel and there is no way to stop them shipping to me". This is ridiculous. Feb. 21, 2025, status is still "preparing to ship". PB Kids will probably charge me shipping both ways and now I must do a return. If you do order from PB Kids - follow up on your deliveries. PB Kids sent many emails updating me on the items that were shipping on time. They didn't send any emails on the items that were delayed or backordered, with the option to cancel. Good value merchandise - terrible customer service. read more

Don't buy anything from this store in Natick! Samantha was friendly when we were buying the furniture but then the nightmare begins. They don't honor delivery dates, not even close, months after the promised delivery and then still pushing it out until after the baby was due. So if poor service and nothing but lies by all means go there. We ended up at Jordan's Furniture right down route 9 and got all of the nursery set up as promised. We had to jump through hoops to finally get my money back from Pottery Barn Kids. This is a poorly managed store with nothing but a lot excuses and attitude. read more

When I called Pottery Barn Kids in Natick, MA today to discuss a gift for a new baby girl I was fortunate to get Laura R. Searching their store on line I spotted the PBK wooden blocks. There are various sets & I wanted to get the most appropriate one, knowing this little one wouldn't be playing w/them for quite awhile. Laura reviewed each set w/me & couldn't be nicer. When she didn't know the answer to one of my questions & needed a moment to go in the back room & take a look at the product, I appreciated her thoroughness. FYI: I had read so many negative reviews regarding rude behavior by associates in the PB stores prior to calling. I personally would recommend Laura R. in the Natick Mall. You will be more than happy. I certainly was!!! MRR read more

Cute store with good decorating ideas and displays. They always have the cutest holiday stuff. I love the way the furniture looks, just wish it didn't dent so easily! I notice this with all their furniture (regular pottery barn and kids). I've get mixed customer service while visiting this store, for the most part it's been positive and the associated were very helpful. Go off hours and go when they're having a sale, PBK can be very expensive! On a side note, it's October and Christmas stuff was already out! What the!! read more

Ordering crib and dresser for new grandchild arrival. Confusion on my part as to the order. LEE ANN , general manager helped me to straighten out the confusion, went above and beyond to make the correction of my mistake. She gave me more information on how to order and all the best ways for it to happen going forward. This is my first time at this store and I will be back with such helpful associates!! LeeAnn awesome service and 5+ Stars!!! Thank you for all your help A very , very satisfied customer!!! read more

These people lose every order. Everything is delayed they can never find an order. They are an absolute mess when trying to buy furniture, drapes, rugs etc..... Go somewhere else. read more

Not a good experience with Pottery Barn Kids. Natick Ma, I purchased over 2,000.00 worth of merchandise over the phone. I was offered to sign up for the Key by another location saying I would get 3% back on my purchase so I called back spoke to the Store manager Jacob and he just kept stalling on my 3 percent back because it had already been purchased but not delivered. I called back a second time inquiring about it along with purchasing the white wicker hamper and he said he would call me back it's been 3 weeks with no call. Quality is nice however anymore purchases will be made on line or at another location. Iam definitely will be taking my purchases elsewhere!!!! read more

I have never dealt with worst customer service in my life. Pottery Barn used to be reliable with outstanding quality. The last two orders I have placed have been incorrect or lost. I have spent hours on the phone with them. I will take my business elsewhere. read more

My wife went here and no one acknowledged her when she walked in. She asked for the registry gun and they gave it to her and pretty much ignored her after that. They weren't even busy, they were just totally disengaged in work. She said it was one of the worst experiences she has had in a retail store. read more

Potter Barn Kids (not the store, but online) - the WORST experience EVER. I bought a kids bed and spent over 2K and i've literally spend over 10 hours on the phone to get it delivered, then fixed as it came without parts, and now they sent me a FAULTY gift card as a partial refund. SHOCKED they are in staying in business with customer services like this! WOW. read more

I used to love Pottery Barn but my experience with PB Kids Natick has been awful, to say the least, and I will not purchase furniture from Pottery Barn again. The customer service here is the worst I have dealt with. The customer service rep who convinced us that it would be easier if we ordered through her at the store (so she would get commission I presume) instead of online like we originally had planned, completely got the order wrong, used the completely wrong address on the order(somehow had California instead of Mass) and put her own email & phone number on the order (super helpful when you don't receive any delivery confirmation calls/emails and constantly calling to chase down information). We had to have two deliveries of the furniture instead of the planned one, which meant that I had to take 2 days from work to accept the furniture. We paid for the white glove delivery (which apparently they are supposed to actually wear white gloves and booties into your house) but had no such service. They don't call you back when you have an issue and you are constantly chasing them. Like others experiences, I too will take my business elsewhere. read more

I was 5 months pregnant in May 2010 and had been dreaming of the Pottery Barn "Darcy" crib for my new baby boy. My mother, mother-in-law and I went to Pottery Barn Kids near my home to buy (and pay full price for, being $1,100) the beautiful crib. I called prior to leaving to make sure they had it in stock. I was told there was only one Darcy crib left and that it was the floor model. I was told we could buy it for a discount which was very exciting to us, being $300. We arrived at the store that day and spoke with the manager. He informed us that they had the Darcy dresser/changing table AND the Darcy crib floor models available for us to purchase at a very discounted price. We immediately bought the dresser/changing table for a discounted price of $200 and an entire set of crib bedding, pillows, books, other toys etc. The crib was not available for us to buy at the moment because they needed to order a new set of hardware from the manufacturer. We agreed to keep in touch with them until the hardware came in and we'd pick up the crib at that time. Months went by. We were constantly in touch with the manager, who was very nice and kept us informed of the situation. The corporate offices would not give him a solid "yes" or "no" answer as to when or if the hardware was to come in at all. We decided to wait until the hardware came in because this Darcy crib was the only one left and was my dream crib. Months went by. He had spoken with the corporate offices many times (as did we at this point) to no avail. They would not give a definitive answer. Finally, the store manager told us he didn't think the hardware would come in. At this point my baby, Oliver, was almost 4 months old and had been sleeping in his Pack 'n Play since birth. It had been 7 months since we first walked in to Pottery Barn for the Darcy crib. He felt awful for the situation we were in and with the approval of the Eastern Regional Manager, Linda Carstenson, agreed to sell us another crib for a discount ($500 instead of $1000). We chose the "Larkin" crib (obviously not as cute as the Darcy) instead. I just wanted a crib for my son. Enough is enough. Well, it just so happened the Larkin crib was on backorder. We were informed that the Larkin crib would not be delivered for a month. FINE. WHATEVER. What's one more month? This was getting more and more ridiculous but I wanted a nice piece of furniture for my son! One that I could afford! We agreed to wait ONE MORE MONTH for this crib. We agreed to these terms: once the crib was delivered, the full price would be paid for by credit card (my mother-in-law's). When the delivery company set it up, I would call Pottery Barn and tell them I was satisfied. If I was, the discounted price would be adjusted on the credit card, and I would have my crib. If I was not satisfied, the company would disassemble it, take it back, and the money would be refunded immediately. I received a phone call from Pottery Barn's delivery company, Excella (I'm not positive of the spelling). The truck from Pottery Barn had not made it to their warehouse yet so they did not have the crib to deliver to us. It would be a week late. ANOTHER WEEK. Are you KIDDING ME? I called the Eastern Regional Manager, Linda Carstenson immediately to discuss my concern. I am appalled at this service. I am appalled at this company. I had to leave two messages on her voicemail before she had the poor store manager call me back. He could do nothing in this situation. All he could do was apologize. This had nothing to do with him anymore. He had already done everything he could do and I wanted to speak with someone higher up in the Pottery Barn chain. I asked him to give me Linda's boss. He gave me the name of Doris Simms (another Regional Manager, higher up). I called her and left a message the same day. Another point to be made: he had a different delivery date in his computer than what the delivery company told me. I spoke with the manager and left the message for Doris on Friday, January 28. It is now Monday, January 31 and I have not heard back from Doris or Linda. I have left three messages on each of their voicemails since Friday. Today, my mother-in-law checked her credit card statement to find $936 charged from Pottery Barn Kids. We have no crib. We have not received a phone call back from a Regional Manager in weeks. I don't know what to do at this point. All I wanted was a nice crib for my son and now he will be 5 months old in 12 days. This is the worst service I have ever encountered. THE WORST. read more

DON'T PURCHASE THEIR FURNITURE!!!! We ordered a crib and dresser many months ago and we still haven't received our order. They don't tell you when you will receive it, we just have to wait for months and months. It is ridiculous! Worst customer service!!!! Terrible experience!!!! Who knows if we'll ever receive our order... read more

Went to the store to buy a couple of small items and waited to be checked out. There were only 2 customers in the store at the time: me and another lady being helped by an associate (I figured she was doing a baby shower list because the associate was helping her pick several items and putting it in their system). I patiently waited for what seemed like an eternity but no one came to help work the cash register. I knew the female sales associate wasn't the only one there because I saw another male sales associate earlier in front of the cash register who helped a previous customer and then just disappeared and never reappeared to help his coworker ( lunch time perhaps?). I was never acknowledged. I got tired of waiting and ended up putting the items back and left the store. Product quality appears good but the lack of customer service leaves a lot to be desired, hence the two star rating. read more

Purchased all my nursery furniture here and extremely pleased with the quality and service. We always ask if Teagan is in as she's super helpful. In an age of poor sales and service Teagan is a breath of fresh air. She helped us decide our furniture and answered all of our questions. She also was super patient with us. We love visiting the store when in the mall and the items are quality and have lasted. Thank you pbk see you soon! read more

I like nice things and I like being loyal to brands. My wife and I just moved to our new home in Boston and had our first child. Prior to this move we spent countless hours researching, viewing, envisioning, re-viewing, discussing, and visualizing our new home, the baby's room and our new living space. We found many products from several companies sharp looking and sturdy; all with excellent reputations. Overwhelmed with choices we narrowed our search to a few brands, Pottery Barn Kids, one of the three we liked most. I favored a different line and as a final attempt to persuade my vote, my wife brought me to Pottery Barn Kids in Natick where we browsed before we were going to make our purchase elsewhere. During this visit my wife and I had many questions and approached a nice gentleman named Kirmon. I would like to note that our interaction with this representative was so overwhelmingly positive that we left the store an hour later after purchasing the baby's entire bedroom set, all accessories, appropriate linens and lighting. Since that visit we have returned to Pottery Barn and Pottery Barn Kids to purchase his bathroom set, pirate themed and monogrammed, a desk and our kitchen table. read more