Carolyn sent a message to Laura J. Alber Director, President, and CEO, Williams-Sonoma that said:
dear Ms. Alber. I am writing to let you know that whomever is in charge of customer service at potterybarn kids is doing a lousy job. I placed an order on Dec. 4 for 2 pieces of luggage for my grandkids and have not received them yet. I even spoke to a supervisor, Tammy McFall who was very nice but still couldn't tell me anything other than my order is being processed! My credit card was charged on Dec 4 which should never be the case unless you have the merchandise in stock. This same thing happened to me 2 years ago and I never received the item. What is the chance of something like this happening twice!!! You have a systemic problem and you need to fix it. I certainly hope I get an acceptable response. Its not my style to go to the top but since this seems to be a systemic problem in YOUR company you need to hear about it.