Sherry Cerra sent a message to Laura Alber that said:
Hi,
I\'m not sure if this is a waste of time ? But here it goes anyway.
Back in July I purchased sea grass bed side rails. They were delivered on 8/8. Upon delivery which was prompt and professional ( this company was Not part of PB) the rails were not compatible with my sea grass headboard that was purchased from PB approximately 2 years earlier. At this time I was instructed by PB customer service to return both pieces so that the factory could rectify the issue. I was promised a phone call the following week.
After 2 weeks of not receiving a call back, I called customer service and was assured that someone would contact me soon. Again no return call.
I then spoke with a so called supervisor Ashley Foreman who rudely responded " At this point What do YOU want to do?" When I informed her I had no idea what she was talking about and was only interested in the status of my bed( at this point my husband and I had our mattress on the floor) she immediately apologized profusely and stated she would look into the problem. Oh also prior to speaking to Ashley I was directed to the furniture dept. # 18006214097 and spoke with John who assured me that my bed was a simple fix and stated he had seen the factory install the slat openings in about 10 minutes. He also apologized and stated he would be sending out a 75 gift certificate for all the inconvenience. Stated it would arrive by 9/2. Big surprise! It never did.
In speaking with Ashley on the phone and via email I was informed that the reason for no response from PB was because my headboard had been damaged. At this point I have called PB no less than 20 times and have received emails where I have been called sweetie and promised a refund ( I can forward them if you would like).
I have spoken with Allyse @ 17023607024 ext 7044253 who was no help, but did leave me a message stating she would be out of the office for a week. I then attempted to contact her boss Sean Sluafford @ 17023607134 who did inform me that they would have to have a meeting about my refund because the headboard was not new. I was also informed they wouldn\'t even replace the headboard because it was on back order.
I have NEVER received such poor service ! Your customer service has been unprofessional and condisendin to say the least.
At this point I have received a refund on the side rails only( after paying interest on my credit card because it took so long).
Was wondering if you could be of any help?
Sincerely and sadly no longer a customer of PB,
Sherry Cerra
