Pottery Barn Kids Omdömen 

I’m extremely disappointed with Pottery Barn Kids. I ordered a $200 personalized wall hanging as a baby gift for a business associate. The first one arrived with a random name, monogram, and birthdate instead of the personalization I ordered. After an hour on the phone, customer service promised a replacement so the recipient wouldn’t have to return the incorrect item. Weeks later, the replacement arrived with the exact same mistake.
The embarrassment of sending the wrong gift twice was bad enough. When I called to cancel and move on, I had to spend another hour on the phone having to escalate the call to a supervisor, only to be told that I wouldn’t get a refund unless I asked my recipients to repackage and return the items. The supervisor was rude, insisted I’d already received my one “accommodation,” and said there was no one else to speak to because her manager didn’t talk to customers. I expected a personalized gift and basic accountability—not repeated errors, a runaround, and a refusal to make things right. I won’t shop here again, nor will the new parents

Extremely disappointing customer service and a policy that puts the customer last.

I ordered a pair of drapes from Pottery Barn on August 8, 2026, with an expected delivery date of September 18, 2026. When the order did not arrive as expected, I contacted Pottery Barn a week later to cancel the order and request a refund. They refused, telling me that their responsibility ended when they handed the package over to UPS.

UPS say that the package “is temporarily delayed” – and has now been delayed for more than a week. Pottery Barn’s response – I should file a claim myself with UPS myself.

I paid Pottery Barn for merchandise, not for the privilege of tracking down a missing package with their shipping company. If Pottery Barn considers its responsibility fulfilled by handing over a package to UPS, customers should know this before placing an order.

Very disappointing from a company I expected to stand behind its customers and its orders.

I am writing this to warn other online shoppers about the rigid cancellation policy. I placed an online order pottery barn kids website and attempted to cancel it less than 24 hours later. Customer service refused to cancel the order, stating that their automated online system blocks cancellations immediately once an order hits "placed." for personalize items. Their system is designed to force shipments and make returns difficult. Be absolutely certain before clicking buy on this website, as you cannot change or cancel your online order once submitted.

Very disappointing experience with Pottery Barn Kids today, Saturday 8 August, at approximately 3:20 p.m in Chadstone.

I wanted to purchase a piece of furniture that was clearly displayed with a 20% discount. When I asked to buy it, I was told that the 20% discount was a mistake and that they would only offer 10%.

When I questioned this, I was told that if I insisted on the displayed 20% discount, they would simply remove the item and say that it was no longer available.

I understand that pricing mistakes can happen, and I understand that a store may be entitled to withdraw an incorrectly priced item rather than sell it at the displayed price.

What I find very disappointing is the way this was handled. For a brand like Pottery Barn, I would have expected the displayed offer to be honoured as a matter of customer service, particularly when a customer has seen the offer, decided to purchase based on it, and has a photograph showing exactly what was displayed.

This isn't the level of customer experience I expected from Pottery Barn. This seriously impacts the overall brand and that's the reason to bring it up in the overall brand page.

I have attached the photograph of the 20% discount that was displayed at the time.

Unfortunately I was very excited to think I ordered a personalized chair for my nephew first birthday. To find out it was a cover only and I could not cancel it it was not ready to process.
If I could have canceled the order I would not be giving a bad review. They will NOT let you cancel once ordered. So be sure you don’t want to cancel the order once you order it!!!!!