Don sent a message to Laura J. Alber Director, President, and CEO, Williams-Sonoma – email address that said:
Laura
My sofa was delivered 8/7/16 with a flaw on one of the arms. The drivers took pics of the flaw to pass on to customer service for a solution.
On 9/4/16 drivers came to pick up my sofa, replace it at some point with another. This was a surprise since customer service set expectation, earlier on the phone, that a tech would come out to determine if the arm could be cleaned or not. I explained this to the drivers and they took another pic of the flaw and said Pottery Barn would call me in 30 min. We never received a call back.
We flew family in for that weekend, were not prepared to have the sofa taken away. On 9/12, since no one had reached out yet from PB, I emailed customer service and requested a $300 discount and close the matter. Flaw is a 4 inch light grey streak.
I received an email tonight from Michael L. that this is being investigated to come up with a solution.
I am very frustrated and feel that Michael's reply is late, again, and allows more time to go by. I've spent enough time on this and just want to settle this as requested.
Thank you for your time; I look forward to hearing back.
Don
