Pottery Barn Kids, Austin TX

Misrepresentation/False advertisement of their items in store. I went to this place to buy a desk for my daughter, she liked the Catalina desk, and there is the price tag listed on top of the desk. A sale associate approached to us while we were looking and I told her the one we liked and she confirmed the pricing, we proceed to buy it and they changed the pricing on us by $300 more.and when I asked why? They blamed on their marketing and mentioned the tag did not provide the full information & they quickly took the tag out and pasted on the desk (down side). So far they are blaming their marketing team for not providing the right information. All other desks shows the breakdown and details but not this one. Anyways, when i asked to reach out to their manager, they mentioned Rebecca is out and she will call you back. She called back after 5 days and when I shared the entire story, she blamed it on little kids, she said little kids came in all the time and move the tags around. There is no way a little kid will jump on the desk and put the tag on top. It seems like they are good in pointing fingers at others rather than taking responsibility. I wanted to reach out to their district manger which they denied to share him/her information. So, I hope this gets to their DM or corporate and hopefully they will fix the issue.

I ordered something and only half of it came in. I have been dealing with their customer service on the phone, and it has been a nightmare. I wanted to write a review on the actual product, but it does not give the option, which is very strange to me and shows that there is a reason they do not allow it. Beware of their descriptions. You might think you are buying everything you want because it says you are, but then there is another fine print that contradicts the first one. What a shame. Their stuff is too expensive to play games.

Friendly enough service ridiculous corporate gift return policies for a place that deals largely in gifts

I had called here to verify they had a toddler pillow in stock. The store associate confirmed they had one left. I explained I would be driving from 35 minutes away, and asked if they could place the item on hold, which they did. When I arrived at the store, they had the item which came in it's own fabric carrying bag. I also had to purchase a sheet set to fit the pillow. As I was walking out of the store, I decided to open the pillow's bag, and take a look at the pillow. The entire pillow was covered in filler material, and there appeared to be a manufacturing defect. I returned to the sales associate, and expressed my disappointment, especially given how far I had travelled. There was a brief apology given, and they offered to order another one. The experience had left a bad taste in my mouth, and I didn't want to risk going through it again. I politely declined and returned all of the items I purchased. Having worked for several years in retail, I was expecting some small token from the store to retain my business (even a $5 gift card would've sufficient to offset the gas and time I wasted). None was ever offered, and I felt the store could've cared less about wasting my time and fuel. I'll simply take my hard earned $100 somewhere else, but I would recommend that a store like Pottery Barn Kids, which positions itself as a more premium brand, would show a little more care in customer retention. If you are traveling from farther away to this store, make sure you that the store associate has actually checked the condition of the item, before you travel there.

Very nice. Great staff. Really nice stuff. Super expensive though, unfortunately.

Terrible service. I wish I could take my one star back. Absolutely worst and incompetent staff works in this location. We stopped by this store on a Sunday afternoon. The store wasn’t so busy. Upon walking in we told them that we are expecting our first child ever and we’re searching for strollers which fits our needs. Instead of helping and talking us through different strollers the lady told us “here’s where we have all the strollers in the store”. The vibe was off from the start. Both the ladies working at the store genuinely did not want to help us. I will never return to this store. If you are a new parent looking for recommendation on baby items then this store is not for you.

Excellent customer service from Rebecca! She was courteous and quickly and effectively helped me with an online order issue. The wait times for calling PB’s 1-800 customer service have gotten increasingly longer, so I appreciate having a point of contact at the store!