When we moved we lost one of the plastic pieces that allows the siderail to move up and down. we called pottery barn and they will do NOTHING to help. it is for the dana crib and we are desperate to solve this issue since our 11 month old is in a pack and play now! please help!
I 100% agree that Pottery Barn Kids is terrible. Williams Sonoma (parent company) used to have top notch customer service and now it seems to be among the worst.
We had the exact same experience and got stonewalled by PBK.
Solution - Call the manufacturer. In the case of our crib (a 6 year old Dana model), it is made by Simmons Juvenile. It should say on your crib exactly who the manufacturer is and should also have the model number. Look for the stickers towards the bottom on the inside. Their website is http://www.simmonskids.com/consumer_service.cfm. They answered the phone immediately, and could not have been more helpful. Charged me $14 for parts that I needed.
I don't know that I will ever buy a product from PB again, but I certainly would from Simmons.
We can make this part for $60 plus s&h. Please contact me at [email protected] to verify we are talking about the same part.
If anyone has any problems that are potential safety issues, please report them to the CPSC. this can be done over the phone using their 800 number or online at www.cpsc.gov. Broken plastic parts can result in the side of the crib detaching, which can lead to an entrapment and kill a child. So please report these types of failures! It is the only way they know about problems with these cribs, because I bet the Pottery Barn isn't telling them.
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I have the same problem. We have the Kendall crib from Pottery Barn Kids and the plastic parts are both broken. I called and they refused to help in any way as well--they said for safety reasons they couldn't give replacement parts on anything that was no longer under warranty. I have a 3 month old son who is still in his bassinet and is only getting bigger, so I also need a solution--preferably not to buy a new crib!
It's a nice idea that you'd be able to just call the company to get replacement parts for you crib. Mine was bought there just 2 1/2 years ago. A small plastic piece that keeps the rail (on the side you raise and lower) on it's track broke off. I was told the 1 year warranty is up-so they can't help me. The crib is made by a new company now-so they can't help me. They won't give replacement parts because its a potential hazard (like the crib, as is, isn't)-so they can't help me.
In short, they can't help me.
So because of a small plastic piece, my whole crib is trashed. Needless to say, I'M PISSED OFF.
Same problem. Any solutions yet?
Same problem. Pottery Barn refuses to help. Any solutions short of buying a new crib?
Our plastic piece on the top of the sliding rail that holds the rail to the track also broke. Has anyone found a solution or replacement parts for this crib?
Pottery Barn Kendall Crib - Broken plastic pieces supporting the side-drop railing....they really should fix as this is a MAJOR safety issue....I'd settle for just locking it in place if its safer....they realy need to fix better for the $$$ spent
Same problem.... Pottery Barn Dana Crib... plastic piece broke off, and now won't lock. I wish Pottery Barn would help. It seems like since we paid so much for the crib they would be more willing to help. DANG POTTERY BARN!!!!!!
same problem just happened today
My pieces broke, too in a move and Pottery Barn won't help. However I REFUSE to give up! I have told them already that I am not going away until they get me replacement parts. Honestly, a $600 crib that hinges on plastic? And they won't even SELL you replacement parts??
I have the same problem as everyone else. I have a $600 crib that needs one part that Pottery Barn cannot get to me. I will never buy anything from Pottery Barn again. Not only can they not get me the parts but their customer service representatives are rude and unhelpful.
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