Pottery Barn Kids Natick Mall

The manager of this store is horrible. She’s rude and lied to customer. I bought a Mila crib from this store 3 years ago and it’s a 4-in-1 crib. It was discontinued and I need a full bed conversion kit. I asked the manager in the store and she said it’s too old and it only goes with a metal frame, which was not the case when I bought the crib. It has a nice white full bed frame with it. I confirmed couple times and she said it has always been the metal frame. Either she lied or she’s uniformed. The way she spoke to customers are unacceptable. I remembered her from 3 years ago when I was pregnant because she was rude back then. I’m surprised she’s still in the store after three years. Will never go to Natick Pottery barn kids.

Sam was absolutely wonderful to work with! She helped us pick out all of the furniture for our nursery. She was so kind and even called us to check in on our order. I will not hesitate to contact Sam and PB Kids in the future. Thank you!

My Husband and I purchased a crib and glider at this location. The initial experience was great, the salesperson placed both orders for us and everything arrived on time. When the glider came, it was the wrong model that the salesperson had placed..we wanted the reclining version and instead the much smaller non-recliner was mistakenly ordered. No problem though, mistakes happen. What was really disappointing is how this location has handled everything since then. I of course would like to get the correct one ordered ASAP since I’m due very soon, unfortunately it’s been over a week and a half since it was delivered and after a couple of unanswered emails and several phone calls to the location, I have no solid answers. Every time I call, I’m told that they will call me back that night or the next day and I haven’t received one call back yet. For the price I paid for the glider, I really hoped I would received much better customer service than this.

First time customer. Ordered lunch box and backpack for grandson. Promised delivery by 7/19- never happened although message two days before promised date confirmed. He is starting school on 7/20 and wanted this for him. Told parents not to buy one- required at school. Called customer service today. On hold 17 minutes. Finally a person with very strong accent answered. So much static also. Asked to be transferred to supervisor- said impossible. He was in Austin Texas. Asked for a call back - still waiting. Asked what PB would do to make this right. No comment. Customer service doesn’t exist at this company.

Terrible customer service. I went back to return a product that was defective, broke coming out of the package and could hurt someone with broken pieces sticking out. The cashier said to me "I've been working in this store and the teen store downstairs and we have never carried that product" implying, after spending thousands and thousands at Pottery Barn that perhaps I somehow affixed a tag to this and am trying to commit fraud? My mother purchased the product for me in CT and I never thought they would be so terrible. I schlepped through the mall with a large broken product and two children after the Chestnut Hill location said they could help with the product but not the main store. Never again - onto other stores for my home furnishings and decor.

I ordered nursery furniture nearly 2 months ago and it has not yet arrived. Throughout this process, I have received little to no communication from PB Kids, except for an estimated delivery window that they keep pushing back. Unfortunately, I can't push back when my baby arrives to accommodate PB's timelines. It turns out that 1 the crib I bought was backordered which I was not told about until after I bought it and 2 the Boston delivery center has been closed for 2 months due to COVID, which I wasn't told about until my second !! call to the company to inquire about what was going on. It sounds like it will be about 2.5 to 3 months between when we placed the order and when it arrives in our home, which may not even be accurate because the company has proven that its timelines are not trustworthy. This is all information I should have been told about immediately, as now I will have to scramble to finish the nursery on time. Had I known about these delays much sooner, I would have been able to plan accordingly. I will not be buying anything else from Pottery Barn and I urge you all to do the same, unless you have an unlimited amount of time to wait for delivery.

While I was in the store last week, I asked an employee whether I could return some items I purchased at the Pottery Barn at Chestnut Hill, even though it's a regular Pottery Barn not kids. They said I could. Today I brought the items in with me, and they refused to take them. The employee I had spoken with was present, but she claimed that she thought I had purchased the items online. Perhaps they've nicknamed their website "Chestnut Hill".

The Store manager made sure we got credit on a purchase when we missed out on tax free weekend and a coupon. Yay for companies that take care of their customers

There are beautiful furniture and decorations but the walking space is small would not recommend to people with strollers.

Very helpful staff, hight quality products! I like how they constantly update their inventory and the design is very tasteful.