David sent a message to Laura J. Alber Director, President, and CEO, Williams-Sonoma that said:
Have had a SERIOUS problem with Pottery Barn for Kids customer service. Bottom line a birthday gift or my grandson (ordered in November) was delivered to the wrong address. PBK did a replacement but for some reason can get it shipped. My wife and I have called 5 or 6 times in the last 10 days and always receive the same response----"it's packed and ready to be shipped" No product.
Last night I talked with another CSR (after the standard 30 minute hold time). She put through an expedite request and also issued a $25 gift certificate for our inconvenience (which I will never use after this experience so there is zero cost to PBK other than postage.
Called again tonight (30 minute hold for CSR) and received same response---"packed and ready to be shipped" Requested to speak to a manager. After 10 minute hold said needed to speak with my wife who placed the order. I said she's out of the country and it was my credit card that was used. After another 15 minutes wait (now we are at an hour total wait time) she says she's expediting. Blamed everything on Christmas. I told her I can order product from Amazon 3 days before Xmas and receive Christmas eve!! She was curt. When I asked her what I should tell my grandson whose birthday is tomorrow, she hung up on me!! Yes you heard me right.
Earlier today I tweeted PBK about the problem. I received a quick response that said "email us with the specifics which I promptly did. The next response "it will take us 72 hours to investigate!!!
I do not expect to receive a response, but I wanted to share this horrific customer service experience with the person who is ultimately in charge. In the words of Apollo 7, "Houston we have a problem".
Regards,
Dave
