Dear Ms Alber, I am having a very aggravating problem with Pottery Barn online and – Laura J Alber email address

Gary sent a message to Laura J. Alber Director, President, and CEO, Williams-Sonoma – email address that said:

Dear Ms Alber --

I am having a very aggravating problem with Pottery Barn online and it is because Pottery Barn’s system is operating in a way that I am certain you do not want it to be operating for your customers.

I received an email from pottery Barn this morning offering 20% off on everything ordered and free shipping. I have $325 credit with Pottery Barn based on previous purchases, so I obviously have spent a lot of money at Pottery Barn. I tried to order three sets of Queen Sheets and the site repeatedly did not apply the 20% discount to the items. When we called Pottery Barn’s help number, we were told the only way we could be helped would be if we paid full price for the items and then Pottery Barn would credit us back the 20% discounts. In other words we would have to lay out more money because Pottery Barn's system was not working properly! I cannot believe this is the way you want your customers treated.

I am asking for your help to rectify this situation. Frankly based on this experience I would prefer for you to have Pottery Barn send us a check for the $325 credit I have. Because trying to use the credit has so many strings attached – including that it all be spent at one time or whatever is not spent would be lost – and trying to use it with the promotions Pottery Barn SENT to me has proven impossible because of Pottery Barn’s own online system flaws, I am just completely disappointed and frustrated at this point.

I realize you must be very busy, but I am sure you want your customers to have a MUCH different experience than we have been having with Pottery Barn in this case. Thank you for your help in taking care of this problem.

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