Jim sent a message to Laura J. Alber Director, President, and CEO, Williams-Sonoma that said:
Laura,
I regret to have to send you this email regarding my recent experience with both Pottery Barns customer service and store management (Oakbrook Center, Oakbrook, IL).
Ill keep this brief. On November 27th my wife and I purchased couches based on the reccomendation of the Oakbrook Center, IL design center specialist. Our order number. We specifically explained that we have a 45 pd dog and need a material that can handle this. She confirmed the material we chose, even said she had a similar dog with NO problem.
The couch and loveseat arrived on 1-7-16 and after our dog stepped off the couch its back claws left light scratch marks- which over time we know will not last.
We immediately called customer service (w/in 2hrs). I held for 45 minutes, talked to a specialist that essentially told me I needed damage to photograph to file an issue, waited another 20 minutes in a supervisor queue, and left a message with NO call back.
On 1-11, I called the store and talked to Leslie Winsor and she pushed me back to customer service who again was of no service to me.
I followed up with the store again on 1-16 and talked to the manager, Scott who was very belittling and committed to call me back with a resolution. No surprise, I have still yet to hear from anyone.
My hope is you can assist me. I am not expecting you to return/refund me because the couches are custom; however, as loyal customers, I do expect a higher end store such as yours would be much more responsive and offer some level of accommodation for Oakbrooks recommendation mistake.
I would appreciate someone to get back to me to talk further about this issue.
Jim
