Lori sent a message to Laura J. Alber Director, President, and CEO, Williams-Sonoma that said:
Happy Holidays Laura. I wanted to inform you that I am so surprised that the customer service I have received recently from PB Teen has been horrible to say the least. I ordered a backpack (with monogram) and a quilt on Decenber 1st. Expected delivery was December 8th and this is a birthday gift for my daughter. Today is December 13th and still no delivery! However, that is not the upsetting part. The issue that makes me furious is that NOBODY can tell me when or why it hasn't been delivered nor can I speak to a supervisor! I have called three times and every time the rep starts out by saying "well, it looks like it is ready to ship." Then, "oh you have a monogram item, we are 2 day behind on monograms, that must be it!" We are on 14 days since placing the order and I have yet to speak to a supervisor and nobody knows when my package will be shipped. As both a card holder and long time customer of your company, I am shocked at the complete lack of customer service.