Pottery Barn Kids - Indianapolis, Indiana

C P.

This store is incredibly disappointing. I visited, looking for a last-minute travel stroller for an upcoming international trip with my LO. I decided on the Nuna TRVL and waited for a sales associate to assist me. No one greeted me, offered to help or answer my questions about the color options of the TRVL in store, but FOUR sales associates just stood behind the checkout talking to each other.

They didn't give me the time of day and acted like they couldn't be less interested in anyone coming into the store. I needed a stroller for this trip since it was only days away so I approached them and asked if they had the TRVL in stock, as I wanted to buy it. Only after the fact that I had mentioned that I was going to purchase a $500 stroller did one of the sales associate bother to provide even the slightest level of customer service to me. I was so annoyed by this experience that I came back and returned it. I will not spend money here again. Go to Nordstrom next door.

Jordan H.

Ordered a personalized item, they sent me someone else’s personalized item. Returned it, was told the item was now out of stock, we ordered a different color of the same item, and again we received the wrong item. Spent around 3 hours on the phone with folks that didn’t speak English well and could barely hear you. Overall experience was not great.

Kim B.

I’m truly disappointed in pottery barn kids. I ordered an anywhere monogrammed chair late on a Sunday night and realized that I did not enter the correct shipping address. I called early on Monday morning and the customer service rep put in the change of address but said it takes 24 - 48 hours to update. I called 2 days later and they said it had not updated. I paid $31 for them to ship it to the wrong address, then had to pay $135 to re-ship it. I know it was my fault for entering the wrong shipping address, but the customer reps should have the ability to correct an order before it ships

Greg

A few years ago my family placed a large order to fully furnish our 2nd newborn son’s nursery with a rocking chair, crib, dresser, and changing station. All purchased from Pottery Barn Kids. As a measure of future proofing we also elected to purchase the toddler conversion kit and full bed conversion kit so we would be confident to have those parts when we needed them years down the road.

This weekend we went to use the toddler conversion kit only to find the kit was broken. One of the threaded inserts in the bed rail was defective ; it is not safe to use this part.

While customer service completely understood why we would purchase a kit years in advance of using it (we’ve been burned before by other vendors breaking compatibility over the years) … they were unable to replace the kit under any sort of warranty.

Pottery Barn Kids was, however, able to take another $250 from me to ship a 2nd conversion kit. That will be the last $250 they or any other Williams Sonoma brand get from me. Deck furniture? Purchase elsewhere. Basement furniture? Purchase elsewhere. Additional kids furniture? Purchase elsewhere.

I don’t fault the customer service rep. I fault Pottery Barn Kids policies.

This is the second time I’ve had issues with Pottery Barn Kids. Fool me once shame on you, fool me twice shame on me. There will not be a third time.

Alex Q.

Horrible customer service. I ordered a crib for our baby. The first crib was a month late and showed up damaged. They sent us a replacement crib. It took another month and again showed up damaged. Their customer service has been unhelpful and seems to be in no hurry whatsoever to solve this issue.

Jennifer T.

I've purchased many backpacks for my children over the years because they last 2-3 years and are generally well made. One recently frayed at the strap. After waiting a long time and not seeing a sale for the one my son picked out, I ordered a replacement based on his height/age and the product description. Upon delivery, it was too small so I requested a return and promptly sent it back in new condition with tags via the UPS label I requested. I also ordered a larger, more expensive replacement backpack that same day. WARNING: I was charged a $30 return shipping fee that wasn't disclosed anywhere on a $46 dollar backpack!! The new one I have on order is now backordered and won't arrive in time for school starting, but it wasn't listed as backordered when I placed mine and saw the shipping date estimate.

Shelby F.

Carol has really out done herself! I had bought a Disney princess bag over the weekend to be monogrammed at the store. She had reached out to me today to make sure the font I had picked out look just like I thought it would before she started it. I ended up choosing a different option than I had originally picked because of her reaching out!
She went above and beyond to make sure I was 100% happy with my purchase!!

Jake L.

My wife and I were going to buy the furniture that we wanted for our baby's nursery online, but we decided to come into the store to get some questions answered. Let me tell you what, our experience with Leslie and the other team members ensured we will be regular shoppers at Pottery Barn Kids! Leslie was friendly, knowledgeable, and extremely helpful in answering our questions and helping us order and arrange for pickup of our nursery furniture. I would highly recommend you go in store to get excellent customer care and hospitality that can't be replicated with a website. Thanks Leslie and team for helping us, y'all are great!