Michelle sent a message to Laura J. Alber Director, President, and CEO, Williams-Sonoma – email address that said:
Dear Ms. Alber,
My name is Michelle and I wanted to reach out to you directly with the honest dissatisfaction of my experience of ordering a gift off of a registry through Pottery Barn Kids for my sister.
I made an investment and decided to purchase the Ottoman LNB Gray over the phone on January 2, 2016. The item was from the retail location at 3401 Dufferin Street. The sales representative informed me that the manufacturing company would contact the registrant directly beginning of March to arrange for delivery. I informed her the baby’s due date was February 18th and she assured me a rush order request would be added as a note.
During the month of March there was no follow up or communication from Pottery Barn Kids and I took it upon myself to call the retail location (twice a couple of weeks apart) only to be re-assured that the order was still in the system and the registrant would be receiving a call “very soon”.
With no sign of delivery in March, I called the retail location again on April 22nd (now almost 4 months after placing the order!) to try and get answers. I spoke to the Manager (Penny) who took my e-mail address and phone number and said she would look after this situation personally. It has now been almost a week later and I have not heard from her directly. I have called the location multiple times and continue to get a reply of complete doubt and uncertainty, it might have been back-ordered, misplaced or completely unrecognized in the system.
I understand mistakes and delays happen however, there has been zero initiative on communication or follow up by any representative at Pottery Barn Kids. If I did not have a close relationship with the registrant or was a family abroad I would have NO IDEA that the item I purchased was never received. As I share this story with family and friends I am beginning to realize the consistency of customers having a similar experience that do not meet your mission of “outstanding service, and exceeding customer expectations”. I have even sent an e-mail to your Customer Service team received confirmation of the e-mail but have had no official follow-up.
At this point I am jaded with the need for my constant follow-up, would expect nothing less than a refund and hope that this Ottoman situation will soon be sorted and delivered so that the registrant has the matching piece to her rocking chair and can finally put her feet up as a new mom.