Pottery Barn Kids

Doesn't Recommend

Maria W.

Joined 1 year ago

Bad Costumer Service. To say that I am disappointed about PBK costumer service is an understatement. I still can’t get over the humiliation they put me through yesterday at their Chicago location.

I was returning a crib bumper and crib skirt that have been recalled. I brought the items to their Lincoln Park store as agreed in advance. The manager on duty was only willing to give me a refund for the bumper but not the skirt. I told him that I have talked to the manager a few days earlier and the refund should be for both items because, although sold separately, they are part of a matching set. He then went to consult with another employee, came back to the counter, without saying a word, issued the merchandise card. He handed me the card, I said thank you and he didn’t even reply. There were a few customers in the store at the time. I do not appreciate being treated like a criminal. He was clearly bothered by me asking for my money back.

First, YOUR STORE sold me a defective item. BY FEDERAL LAW, recallled items, CAN’T be sold, donated or given away, so you basically sold me garbage and not exactly cheap garbage. Yes, we used the items before knowing about the recall, that is why I was willing to accept a third of the price that I originally paid for (I no longer had the receipt). Second, by looking at the tree you are missing the forest, you still come out making money, after all, the great majority of items at your store cost in excess of the $49 you refunded so in order to use the card chances are big that one will have to spend more money.

My plan was to use the $49 merchandise card toward a duvet cover and shams for my daughter’s room, a total of about $190. However, I could not wait to get out of there; we ended up buying a table lamp on sale to use the money and never have to go back.

Corporations like PB follow standard operating procedures and have policies written for absolutely everything. Accordingly, I am sure that PB does have a recall policy in place. It is not up to the manager to make up the rules as he goes.

With the large number of choices that customers have nowadays shopping online, in my opinion, the manager’s attitude is absolutely foolish.

Doesn't Recommend

KatieW55

Joined 5 years ago

Dissapointed with Customer Service. There are a lot of great items offered in this store. Just be careful of what you buy for the price you pay. While a lot of things are what I believe to be far overpriced, some things come with exceptional quality and meet their respected price.

The only dissapointment I had was with the customer service. I live in the area and have agreed with other mothers who are common shoppers to this store that there is a lack of attention for things that deserve attention. I had experienced flaws or malfunctions with items bought, brought them back and had recieved little attention or compensation. It was hard to deal with while recognizing the hefty price I paid for items that broke or just didn't work. I then took the items to the Pottery Barn Kids in Oakbrook where I recieved compassionate attention and respectful treatment, the treatment I did not recieve at this location. Other than this, the store is decent.

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Contributor

Joined 10 years ago

Editorial Review by Citysearch Staff. Young children's version of the parent Pottery Barn. Find room decor including bedding, wall accents, toys, storage and more.