Sarah sent a message to Laura J. Alber Director, President, and CEO, Williams-Sonoma – email address that said:
Drear Ms. Alber
I am writing as a very loyal Pottery Barn customer for over 20 years. Every room of my house has Pottery Barn furniture in it, including my bedrooms, two home offices, family room, living room, dining room and kitchen. I have always loved your company.
I recently ordered two upholstered benches and called one half hour later to cancel the order. I was told by a very pleasant customer service rep, Kathleen, that my order would already have been processed. She felt that she would be able to do whatever was necessary so that I would not have to be stuck with the benches, which would not fit my space properly.
Four weeks later I received the benches while I was away on business. (I did not sign for them.) When I called a few days later I spoke to Amanda, another very polite customer service rep, who looked into the matter while I waited on hold. She originally thought your company would take them back but returned to say that I would have to keep them.
If this is your policy, I have no reason to doubt that, but I would like to communicate to you what a terrible policy I believe it to be. Even when buying a house there is a short grace period! I called 1/2 hour after placing the order!! I also would like to let you know that I could never again in good conscience shop with any of your brands. I am just so very, very disappointed.
Sincerely,
Sarah
