Anonymous wrote:I had my baby in May and had to order my nursery furniture during the pandemic. I am glad I had visited Target, BuyBuy Baby, Crate and Barrel and PBK before before the virus really took hold so I had an idea of what I wanted.

I found the pottery barn customer service excellent. They delivered our crib in April during the height of the pandemic, arrived within days of my order. The guys wore masks and gloves and set-up the crib in the room staying socially distant.

A) you were lucky you knew what you wanted, many of us had to make expensive decisions without being able to see anything and the people on the phone were negative help and B) going back to COVID policies...do you not see the above as a PROBLEM?! Every other company waived or changed certain policies to help people out (thank you airlines). PB was like...oh you’ve never seen this chair and have no idea if your husband is too tall for it? It’s nonrefundable and also pay $300 extra for the only shipping option we offer now which is “premium white glove service”...because every pregnant woman wants strange men in their nursery during an international pandemic. They literally got rid of all other safer and cheaper options for shipping. Also still kept their 60 day return policy even though some things I ordered took much longer than 60 days to even arrive. I had to argue with them on the phone to allow me to return some things and - since stores were closed - had to pay to ship it back instead of them letting me wait until stores opened again! And (I could go on and on) things sold out on their website couldn’t be purchased from a store who had it in stock - even if you prepaid and just stayed in your car. Completely absurd. Really dislike this company and wish I didn’t like their stuff.

Anonymous wrote:I had my baby in May and had to order my nursery furniture during the pandemic. I am glad I had visited Target, BuyBuy Baby, Crate and Barrel and PBK before before the virus really took hold so I had an idea of what I wanted.

I found the pottery barn customer service excellent. They delivered our crib in April during the height of the pandemic, arrived within days of my order. The guys wore masks and gloves and set-up the crib in the room staying socially distant.

That’s not the part of their customer service that sucks. It’s when you have a problem that they handle things terribly compared to other major companies. When your crib is missing screws and they first tell you they’ll send replacement parts right out. When they don’t arrive they say, “oops, they’re back ordered. We’ll ship in two weeks.” Then “wait, it will be another 4 weeks but you can just go buy these screws at any hardware store.” So you go to multiple hardware stores and they all say the size is NOT remotely standard and give you closest fits and none work because the parts are completely customized in length, width and head size. So you call again and AGAIN and get transferred to different people and departments, disconnected and given empty promises. Three months later they mail them to an address in your Pottery Barn account that you haven’t lived at in 2 years. They’re awful and every time I’ve told that story someone has one-upped me with a more ridiculous story about PB not standing behind their products or following through fixes to their own errors or faulty products. Quality is great on things that didn’t slip through quality-control but if it did good luck getting help!

I had my baby in May and had to order my nursery furniture during the pandemic. I am glad I had visited Target, BuyBuy Baby, Crate and Barrel and PBK before before the virus really took hold so I had an idea of what I wanted.

I found the pottery barn customer service excellent. They delivered our crib in April during the height of the pandemic, arrived within days of my order. The guys wore masks and gloves and set-up the crib in the room staying socially distant.

Anonymous wrote:Only because my style is not modern at all and I can’t afford RH or S&L. Hate their customer service so much I’d stop buying their crap if there was a comparable alternative. Their policies during COVID were atrocious. Every other company was bending over backwards to assist people, not to mention pregnant women needing oh I don’t know a CRIB (as if pregnancy during the beginning of COVID wasn’t stressful enough). Their furniture is cute and holds up nicely. Just don’t expect to get it in the next year, and if something is wrong and you need to call customer service it’s not worth the money you paid.

Oh, yes. Customer services SUCKS. Notice they are like the only company that doesn’t have reviews in their website? I’m convinced it’s just to hide their crappy customer service.

Only because my style is not modern at all and I can’t afford RH or S&L. Hate their customer service so much I’d stop buying their crap if there was a comparable alternative. Their policies during COVID were atrocious. Every other company was bending over backwards to assist people, not to mention pregnant women needing oh I don’t know a CRIB (as if pregnancy during the beginning of COVID wasn’t stressful enough). Their furniture is cute and holds up nicely. Just don’t expect to get it in the next year, and if something is wrong and you need to call customer service it’s not worth the money you paid.