Robin sent a message to Laura J. Alber Director, President, and CEO, Williams-Sonoma that said:
I love Pottery Barn items, but I have had the worst experience with my last Pottery Barn Teen order. I have had to spend countless hours on the phone (actually on hold right now being transferred to my 4th agent today!). I work in Customer Service and if my customers had to go through what I have had to go through I would want to know about it so here goes....
- I ordered a sectional from PB Teen (Cushy collection). The very next day (not 9 hours from when i placed the order) it was on sale. So I called to get a price reduction. The agent was not very helpful but said that she could not do that and that we had to cancel the order and reorder if we wanted the discount. So that is what I did.
- Apparently the cancellation did not go through and i was delivered 2 sectionals 1 day apart from each other
- I kept one and refused the other
- Throughout this process I had to call at least 5 times trying to figure out what was happening and what i should do to fix it. I was told 5 times to wait a little longer for the refund to come through
- it never came through so i kept having to call
- i finally got someone that seemed like they really wanted to help me. They said they credited the amount and that i would see it in a few days
- credit did come through but it was still not correct
-so here i am again on the phone and this time i have been transfered now to my 5th agent and still no resolution.
- if only the first lady would have done a price reduction like i asked i could have avoided countless hours on the phone and your agents could have avoided countless hours on the phone, the warehouse would have had one less order to process, the UPS man would have had one less order to deliver and then take right back, my children would have had much more of my time as i would not have had to deal with this, and the list goes on and on.
I beg you to look at what happened and fix this for future customers. Over the last 2 years i have spent probably 10,000 dollars with PB and at this point i will never order from you again.
