Jessica Wolfe sent a message to Laura Alber that said:
Dear Ms. Alber - I'm a fellow SF resident, female executive and Pottery Barn fan. I'm cheering for you as one of the top women executives in the US (World). However, I've had a series of unacceptable and severely disappointment experiences with Pottery Barn. I've recently ordered almost $9,000 of furniture and have had the worst experience trying to have it delivered to my Lake Tahoe home. I have been on the phone with the Williams Sonoma customer delivery team every single day for the last 10 days. I've had representatives promise to find me a delivery window and promise to call me back, only to never call back. When I call back to inquire as to progress, some agents have put me on hold, transferred me to new agents, and not told me nor the new agent they were doing so (nor gave any updated information). I have literally spent almost 10 hours of time on the phone trying to get my furniture delivered, with promises each time for resolution. I'm beyond unhappy with my experience, and in the future, I will buy furniture at Room & Board - where the delivery experience is professional, communicative and straightforward.
I realize that running a major national operations with many suppliers, logistics providers, etc is complex. However, I feel that there is much room for improvement in your customer fulfillment centers.
I would be happy to give more specific information, and I remain desiring resolution (which is the successful delivery of my furniture).
Best regards, Jes Wolfe
