Very rude manager. We received several personalized gifts for a newborn. One item was personalized with the wrong name. Tried to work thru store to simply obtain a sticker. One employee offered to call but manager stopped her and shut conversation down. I have stopped in the store several times and her style is the same. Pottery barn needs to amp up their customer service and staff. Disappointing. read more

Expensive, but fashionable furniture. This is what I'd expect of a shop if I was looking for American Dolls furniture for real kids. I do appreciate the design of the loft beds for tables underneath and a bookshelf; it's a good use of space for small rooms. Designed for short kids though, youll have to replace quickly for kids that grow up fast. read more

See all

Do not shop here or order anything from here - absolute no customer service. They're website doesn't provide you any details at all and yet you have to risk it and if they have inaccurate description, they'll still charge you a hefty return fee. read more

Pottery Barn Kids is a nightmare to deal with. The customer service will do absolutely nothing when something goes wrong with your order. We spent over $800 on a crib for our baby, who is coming in a few weeks. We ordered our crib and mattress back in May. Pottery Barn kids delayed our order twice, and then Misdelivered our crib to a nearby neighbor's home, where it was left outside in pouring rain for days. We alerted Pottery Barn Kids immediately and the customer service agent seemed sincere, then went on to place a new order for us and then arrange for pickup. The pickup window was a full day. We stayed at home and no one came to get the damaged items. I notified PBK. Customer service refused a redelivery until the damaged items were picked up. So, they rescheduled a pickup for the water damaged items a second time. They NEVER came a second time. Now, no one will help us, and we have lost $800 with no crib for our baby. I don't know who to complain to because phone representatives do not help us, the customer service email agents won't help us, and the social media team on Facebook messenger refer us right back to the other folks who won't help us. I am appalled and disgusted by the customer service and hope that no one purchases from this company ever again. I'll talk to my credit card company tomorrow and try to find a way to get my money back or to take legal action. Shame on you, Pottery Barn. How can you treat expectant parents like this? read more

For the cost of their goods they provide the absolute worst service. Ordered a birthing chair in April for our son due in late august. We now have our son... and from pottery barn we have a bunch of excuses. What we ordered was listed as "in stock." Magically it was going to be delivered in May...then on delivery day, unlike our child, the chair disappeared and the Customer service agent told us they had to re order. We specifically ordered an in stock chair so this wouldn't happen. Without a doubt the cost of their goods are not worth the absolute angering process of receiving them. We also ordered a living room couch from their adult store that had a similar issue that they blamed on the pandemic (7 month delivery). Overall I would give 0 stars to this company. It makes sense knowing that they are headquartered in San Francisco, the human feces capital of the world. If you are in the northern NJ area, please go to Babies R Us which has reopened in the American Dream mall. Cost is cheaper and quality is the same from what I saw on the floor model. read more

We came to this Pottery Barn Kids to look at cribs. We had a representative assist in figuring out a crib that could fit our space and budget. We are delighted we came in person rather than buying online. The representative was friendly and helped us buy the crib and other items. She saved us time and helped us stay within our budget. read more

Really nice stuff but expensive... Sure they last long and you are paying for a quality product. Store is always busy. Staff is friendly. Only reason I would go is if we had a return from a gift or received a gift card as a gift. read more

On 10/10/15 my father in law was kind enough to buy us $2,946.95 worth of baby furniture from this store. This included a custom wingback chair and matching ottoman. The saleswoman was fantastic but must have entered the order wrong. 6 weeks later we receive an ottoman with a defective leg in a color different of that of the chair. This is where my customer service nightmare began! I spent an hour on the phone explaining the issue with the ottoman trying to get the correct matching one sent to us. Wait time on the phone was excessive. I was told the correct ottoman would take 5 weeks to get to us. I'm a patient guy so I waited. No ottoman! 6 weeks later I called back to find out where the ottoman was. I was transferred 4 times and after an hour on the phone my 9 month pregnant wife and I decided we did not want the chair or the ottoman anymore. For $899 the chair was not that comfortable and our experience was so terrible with the company we both felt angry just looking at the chair in our nursery. After an hour and a half on the phone I told them to come pick up both items and issue us a gift card for $1278 which was the value of the chair and ottoman. My wife had the baby, and a week or so after pottery barn finally sent 2 guys to pick up the chair. I asked them for a reciept or documentation that they were taking them back and they could not provide anything. I ended up taking pictures of them and their truck out of paranoia. It's 5 weeks later and I have not received a gift card yet. I feel robbed. I just called and asked it to be overnighted to us, a very snippy lady named Alexis White said it was not possible and we would have to wait 11 more days for it. I had her send me an email to confirm and all it says is "merch card sent for return". No date, no details, no dollar amount. Almost 6 months later and this has not been resolved. If I had time I would stand outside this pottery barn store with a POTTERY BARN SUCKS sign and let all the customers know how deplorable their customer service is and how shoddy their custom furniture is. This is expensive stuff and we went there thinking it was the best available. We were wrong! If this isn't resolved by 4/15 i'm pursuing legal action and calling my local media outlets/ better business bureau. I've wasted hours of my life with this and lost precious time I should be spending with my beautiful baby boy. Shame on you Pottery Barn Kids! read more

Pottery Barn Kids - Spend thousands at pottery barn kids and get treated like dog crap! - Furniture Stores Near Me - Short Hills, New Jersey

Incredibly rude staff, and they discriminate against minorities. When my multiracial family walked in, we were ignored. A white family walked in behind us and I noticed they were immediately greeted warmly and asked if they needed assistance with anything. I shrugged it off, but witnessed this outrageous behavior occur several times when others entered the store. News flash... money is green everywhere. I came to the store with the intent to purchase items off my registry, but was immediately disappointed by their discriminatory actions. When I asked for help locating something, the older cashiers at the register responded rudely and acted as if they couldn't be bothered. After about 15 minutes passed without receiving any assistance, a very nice lady stocking the shelves finally helped me. Overall, I felt very uncomfortable here and the customer service was extremely poor. I still can't believe we were treated so horribly. This speaks volumes about this business, and I won't be returning to this location ever again. read more

So disappointed! Spent over $4k on loft bed and mattress only to have the loft bed arrived damaged. We gave away our daughters old bed the morning the new one was arriving. Now it is 3 weeks later and pottery barn can't even give me any kind of update on the new bed. I barely even got an apology. It takes a lot to get me upset. But now that my daughter has no bed to sleep on and is sharing a bed with her sister while we have no idea when her new bed will arrive. Not the way we wanted her first week at school to go. It's insane to me that they don't even care! I have spoken to several different customer service reps. I have a feeling this is common situation with them. read more

Worst customer service ever . No one even attempted to help my husband or I multiple times as they walked by when we were looking for a crib. Even when we were going to open our mouths to ask a question they would run over to another couple and strike up conversation. Very rude. I'm guessing it's because we are a younger couple because they had no problem helping older couples. Little do they know we have been card holders for a while now and our home is mostly furnished with pottery barn furniture .. So something that should of been a good experience picking out my first babies crib turned into us both being completely aggravated. read more

Staff is friendly and helpful to clueless Dad's looking for a gift. I have managed to come without any screaming kids there so 4 stars for timing. Store is well stocked and I have had good service. read more

I needed two replacement bolts for my grandson's crib, and local manager Krista not only searched for them, she provided them at no charge. We're delighted with the crib/toddler bed, and even happier with Krista's kind service. Thank you!!! read more

I always find really cute gifts here for kids! The staff is so friendly and helpful, especially to shoppers who are unfamiliar with shopping for babies/toddlers/children (read: me). Many of the new parents in my circle register here, and the store is always well-stocked with whatever I decide to buy. Big gifts, little toys, puzzles, bedsheets ... even books! I love the Star Wars and Dr. Seuss themed items. Bonus: they have complimentary wrapping paper! I think they always have boy or girl birthday paper, and holiday paper during the appropriate season. They offer to wrap it for you, but if you prefer to wrap yourself, they send you home with a generous cut of paper and a matching ribbon. Definitely a must-shop if you're looking for children's gifts. read more

Whatever you do NEVER ORDER FURNITURE from Pottery Barn Kids. I have been buying items from them for years, but when I ordered the Comfort Square Arm Glider and Ottoman it took 7 and 1/2 months for the order to arrive in full! Then when it finally came, part of it was the wrong order! Customer service was a nightmare. I called more than 20 times and wrote over 10 emails. Still no word from them on how to exchange the part of my order that was wrong. By the way- I bought this chair because I was having a baby. The baby is now 5 and 1/2 months old and still no complete order!!! read more

The customer service at this location is awful. I ordered a crib online for in-store pick up. The woman I spoke to several times to arrange the pick-up was so rude each time. I believe her name is Diana. I was going to order bedding after getting the crib, but it was only available to pick up in store with no ship to home option and I refuse to deal with that store again, so I will be getting it elsewhere. The "stock" room crew was also rude when I actually picked up the crib from the service area. I went to the exact location I was told to go to in the back of the mall only to have a woman start yelling at me from around the corner of the pick up spot to pull my car to where she was and then rudely asked me "you didn't see us standing here!!?" I'm 7 months pregnant and just drove an hour to pick up an expensive crib and this is how I was treated? Disgusting. read more

Here's the email that I sent to their CEO on 4/11/2016. I'm a current customer of your company and have bought a number of items from your stores over the past 3 years. I decided to write you an email to report an unacceptable customer service experience / treatment that my husband & I had to go through this past Saturday in your Short Hills Mall location in NJ. A couple of months ago I visited your PBK store in Short Hills Mall for the first time. I had a pleasant interaction with one of the sales associates (Angela) & she offered me the designer service (with a 20% discount on any items purchased). At that time I informed Angela that we would only be moving to the new house at the end of April and thus, would likely need to wait with some of the purchases. She was very understanding and asked me to let her know when I'm ready so she could start to work with me on designing / picking furniture for the rooms of my girls. A few days later, I received a call from her mentioning a big sale in the store. As a result, I visited the store on a Sunday morning and bought several nursery items, rugs, lamps, etc. but not yet the furniture. A few weeks had passed when my best friend (who is also having a baby & lives in Manhattan) decided to buy her furniture at PBK because I told her about your store and passed on a 20% discount code that I received in my email. As a result, she ended up buying the whole nursery collection Rory and also started a baby registry at PBK. In addition to the 20% discount, she did not have to pay for shipping or delivery surcharges & received excellent customer service. My friend told me about these special conditions (20% off plus no surcharges or delivery fees) and at the same time I coincidentally received a promotional email from Dara (Associate Manager at the Short Hills Mall location):I called Dara to ask if she would be able to offer me the same conditions that my friend had received - she said: "Sure, please stop by". I asked if she would need to be there to help me with that and she responded that I could come by and talk to any associate on the floor.Finally, this past Saturday (April 9) I visited the store at Short Hills Mall again with my husband. When we arrived at the store I spoke to a gentleman called Devotta (not sure if I'm spelling it right) and asked for Dara. I was told she wasn't working that day. I then proceeded to look around the store & saw a sales associate who looked like the Angela that helped me the very first time I came to the store. I approached her & asked if she remembered me. As it turns out, it was a different associate by the name of Heather. I explained my situation to her (the previous visits & the call with Dara, etc.) and she didn't seem very friendly / understanding and responded: "I just give MY clients 15%". I explained to her that I understand but that I was an existing customer of the store and just stopped by based on my conversation with Dara. She continued to be non-receptive but finally said that she would ask the manager what could be done. This turned out to be the same gentleman (Devotta) that I had asked about Dara initially. Heather explained the situation to him in front of me & my husband and he told Heather: "It's up to you". I found this to be a very weird situation to have such an interaction in front of the customer but I chose to remain quiet. Heather then told me that she could offer the 20% but not remove the other surcharges. Again, I explained my conversation / agreement with Dara to her regarding the surcharges. After I insisted, she then spoke to Devotta again - he in turn, went to the back to call someone via phone to inquire about this. When he returned to the floor, he briefly stopped in front of me and my husband and said: "You guys are all set". We then proceeded to choose a few different pieces of furniture that we wanted to purchase (e.g. crib extensions, a dresser, and a nightstand). We also made it clear that we were looking to purchase more beyond this in the future, e.g. we asked Heather about the crib mattresses offered by PBK. Unfortunately, she was unsure of the details & differences, so we decided to hold off. Upon preparing the estimate / invoice for the items that we did want to buy, we noticed that the 20% off was included but the surcharges were still listed. I explained to her that this wasn't the agreement but she said in an irritated way "That's it". At this point, it wasn't so much about the surcharges anymore but rather about how we were treated as a customer. I asked her to call the manager again - Devotta came and said "I can't remove it. I said that I would try but it did not work". At that point, I got increasingly frustrated & upset and told them that I found this very unprofessional & disrespectful. Devotta did not tell us that 'he would try' - he said: "You guys are all set"....continuing in the next post.... read more

Absolutely the worst pottery barn kids around. Take a drive to the one in Princeton is you need something from PBK. Its not worth dealing with the incompetent staff here. read more

I love the products at pottery barn kids however, the sales team at the store are not people friendly. They're rude, do not make any attempt to help you in the store and make you feel like they're doing you a favor when you purchase something. I'll be ordering online from now on. read more

Diane was so rude and cold and makes you feel like you are wasting her time. Really disappointed with the level of customer service in store. I'll shop PB online instead! read more