Shopped at Pottery Barn for the first time ever recently. We were looking to replace our aged dining room set with something more modern. The website is great and we had a good idea of what we wanted, but still wanted to order in person. We made an appointment and met with Diana Brown. She was fabulous! She helped us choose the right pieces for our home. The only downside is that due to COVID-19 deliveries are delayed. Shortly after ordering the new dining set we decided to add a tv media console. Once again Pottery Barn had the right pieces for us. After diligently doing our research on the excellent website, we contacted Diana who walked us through and helped us build a unit to meet our needs. This time we were able to do it all over the phone. So very impressed with this store and the excellent service we have received. Will update once the furniture arrives! read more

TERRIBLE CUSTOMER SERVICE!!! If I could give a 0 review I would. Ordered an adapted backpack for my godson's birthday. Was given an estimated pick up date of 18 days after I placed the order. I the day of estimated pick, they extended the pick up date to another 12days. No notice either. This is after they charge you $15 to pick it up from their store. When I called to ask why it was delayed and inquire on the delivery the agent was rude and dismissive. Never again shopping here again, online or in store. read more

Attempted to purchase an item online, however, due to a technical error on the website, I was not able to check out. The following day when attempting to do the same, the price had increased by $100. Customer Service and the leadership team were not willing to honour the previous price even with a screenshot photograph. I had assumed when dealing with a high-end furniture company they would value customer service and experience, but given their unwillingness to honour this pricing I have chosen to spend thousands of dollars elsewhere. I would not recommend this company / brand. read more

When Pottery Barn kids first opened up in Canada, I was so excited. Like all crazy moms, I braved a ridiculous line up at Yorkdale to see a 20%++ markup over the US cost. I think I stopped visiting the store because of that. Fast forward a few years, PBK is in Sherway and this store is very similar to Yorkdale except its not as crazy packed, service is more approachable, and they actually have sales inventory here. The store is like a candy store for moms. Many expensive bedroom sets are displayed around the store in perfectly coordinated colours, pillows, shams, desks, bears, and even night lights. It's all endearing until you see the sticker shock. Prices are exorbitant especially for the materials (it's not even real wood?!?). The furniture is a veneer wood and MDF which is medium fibreboard. A crib can set you back an easy $1500 before tax. Incredible! I can get a custom hand made Canadian maple crib and hand stained to my custom colour for the same price (and I did!!). Right now it's Halloween and the store is filled with very cute costumes. These costumes are actually very well made. The materials are nice, seams are all straight, and the design is thought out nicely. I would have bought one except it was $75. I had to double check the price. Overall, there are a lot of nice looking things in the store. I would buy them except I feel it's all over priced and sometimes the material quality is lacking. For the crazy prices, I rather spend the money on an heirloom quality furniture made be a Canadian artisan. They do have sales but even then the first sale price just makes things on par to the US price. I have much better luck shopping restoration hardware baby and kids online. At least I pay US costs. read more

My main reason for giving the store one star is that the store hours on Google show as 10 to 6 on Sunday. Unfortunately, I believed it and came at 10. The store was closed. When I called, somebody tried to explain to me that 'they've been trying to contact the main office' that that's not correct. I am not sure what this means 'trying'. When I asked how long they have been trying, I was told that she wasn't sure. I guess people don't care about their jobs and companies don't care about customers. So if you are planning to go to Pottery Barn Kids at Sherway don't go for 10:00! read more

Horrible customer services. Waited for 10 minutes after being told to standby and wait until I could be helped and then was walked away from without a word or any acknowledgement. At the checkout the woman was rude and acted as though I was a bother to her. read more

Take a dozen pregnant women, new moms and seasoned moms with their irritated children and put them in a store, a tiny store, filled to the brim with overpriced and adorable items - and this is Pottery Barn Kids at Sherway Gardens Mall. If you should need to register at PBK, do go on a weekday during the day. Not only will the store be less busy, but when you have to ask for the SKU number of almost every item you want to register for, at least you can have a staff member at the ready to look each number up on their computer. That same staff member may take it upon themselves to add items you didn't ask for to your registry. You think, oh well, I'll fix it when I get home online, but then when you try, you realize you have to call the store because PBK Canada doesn't allow online modifications. Leave yourself an hour to call to make those changes, likely you will be on hold for 45 minutes as I was. read more

Was recently at Pottery Barn to create a wedding registry. The only silver lining of our trip was the kind greeter who congratulated us and directed us to the center cash area. While we were told that "Allison would be right with us" by an employee as she hurriedly walked away, we stood by the cash area, uncomfortably squished into a corner for at least 20 minutes with no further acknowledgement. No one came over to get us started with the registry, nor did any of the cashiers acknowledge our presence or reassure us that we were not forgotten in the 20 awkward minutes we stood there. We went from extreme excitement to utter disappointment until we finally decided it was time to leave. We will not be registering at Pottery Barn as a result of this experience, and are confident we will not but anything there for any of our future homes. Engaged? Having a baby? GO ELSEWHERE. read more