Karen sent a message to Laura J. Alber Director, President, and CEO, Williams-Sonoma – email address that said:
Hello, Ms. Alber
I have been a long time Potterybarn barn customer. Anytime I had problems with a product I contacted customer service and they would deal with it. I am wondering what happened to Potterybarn's customer service. I purchased a Cloud Sherpa couch from Potterybarn Teen which I had for about 18 months or less and it totally lost it's shape. I was told by customer service that it is normal wear and tear and they could give me 15% off another item which I could get anyway since I get get Potterybarn emails. Your website says that your company is all about the customer which I am not convinced. I understand wear and tear, but the product failed. I am hesitant to buy anything from Potterybarn knowing that I can't depend on your company standing behind it. If you look under the Consumer Affairs website you will see Potterybarn doesn't have a good satisfaction rating. I hope you will think about my comments as you lead your company in the future.
Sincerely, Karen
