Pottery Barn Kids & PBTeen

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Address: 2 Oakbrook Center, Oak Brook, IL 60523, USA

Phone: (630) 368-0435

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State: Illinois

Zip Code: 60523

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Reviews

Stay away from this store!!!! The customer service is very rude,  especially  a store manager Angela!!!!! She is very unprofessional, rude and unhelpful. I highly recommend the Lincoln Park location! They are always busy there but always very helpful!

 8 years ago (30-08-2017)

This past Sunday I encountered one of the worst store experiences that I have ever had. The store associate, Sarah, was insolent, unpleasant and insensitive. If she listened half as much as she talked and wasn't so quick to form her own opinions and insist on being right, she could focus on the big picture - being valuable, solving problems and providing an exceptional customer service experience - but I simply don't think it's in her nature. 

After driving from Indiana to conduct my receipted transaction, I expected this to be a quick trip. Instead, I was treated with resistance and an immediate bash of what could not be done, instead of focusing on what COULD be done and how I, the customer, could be taken care of. I was treated with a slew of YOU could call this store to see what they would do, YOU can drive another hour and see what they would say, YOU can't do this since it's past 30 days....we'll what are YOU, SARAH, going to do when YOU, SARAH, are getting paid to help, if I have to do everything myself? I'm not on payroll!

I shop at PBK often (mainly online to not have to deal with this type of experience), and had a registry for all 3 of my children there, so I know the policies well, and even if I didn't, I know what my receipt says regarding the return policy and it made no mention of the 30 days she insisted, even when I told her I knew it was 90 days after an event when shopping from a registry. Instead of initially pulling up the registry to see my purchases and verify the event date, I was told I couldn't be helped. So, I left defeated and had made it to the highway when I pulled over, because I knew for sure Sarah was wrong. I remembered what the sales associate told me when I bought the items about the return policy and I remember from registering my own children. When I called back and repeated the policy listed on the bottom on the receipt, only then was I was told that I could come back to be taken care of. Why should a customer have to drive back when if Sarah would have just listened and focused on how I could be taken care of from the beginning, I wouldn't have had to waste more gas and more time?!? 

All I wanted was to give my friend a gift card back for the items I purchased instead of having her travel to the store at 8 months pregnant to do the same thing. Once I received the gift card to give back to my friend, I asked if there was a box or envelope available to put the card and receipt in. She looked around and then stated, "no, not for merchandise credit gift cards." Was she serious? Not an ounce or regret or remorse for having me drive back, an apology for the trouble, and she's still not providing resolutions! Is a merchandise credit gift card sized any differently from a regular gift card? Didn't I tell her that it was for a friend? Some people do have manners and care about the way things are presented to others (i.e. Instead if giving a card wrapped in receipts, I could have at least given it to her neatly, it wasn't like I was trying to present my friend with a the idea of a new gift card - she sent me there!). 

After all of the negative reviews from the store on all sources of social media (low ratings on Yelp, Google, Facebook), where are the store and district managers addressing their staff? Where is the accountability from the corporate office? I always write a rave review or contact a store manager when people go above and beyond, so if multiple people are writing bad reviews then there is a consistent problem. I have to reconsider spending money with this company.

 8 years ago (23-05-2017)

Wonderful customer service. I called them from Ohio trying to locate a costume that was sold out online and at surrounding locations. The staff was extremely helpful and was able to place an order over the phone and ship it to my home. It arrived quickly with plenty of time before our sons first trunk-or-treat! Thank you very much to the very helpful staff ♡

 9 years ago (24-10-2016)

This store is horrible! Worst experience ever! I have been to a lot of Pottery Barn Kids stores and this one is the worst! I went in to do a return that I had purchased at another store and was helped by the manager Angela. After trying to get me to do an exchange instead of a return many times she finally told me they couldn't do my return at all. She gave me no specific reason. Incredibly rude! She answered the phone twice while helping me which is fine but she didn't put the person on hold, she stopped helping me to help them. She yelled across the store to other employees and sighed as though I was taking up her time. I will not go back to this location EVER! I have worked retail myself and I understand how it can be. This is not how you treat someone though! If you go to this store stay clear of her!

 10 years ago (19-11-2015)

I tried ordering an item online and it was no longer available, called this store and was told they had one more left and they would ship it to me...literally received it the next day! Loved, loved, loved my experience with this store! 

 10 years ago (31-01-2016)

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Pottery Barn Kids & PBTeen

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