Joan Flynn sent a message to Laura Alber that said:
Laura,
I just purchased a new home in Annapolis, Maryland. Recently, I purchased almost $10,000.00 in furniture at Pottery Barn and I'm just getting started! I even got at PB credit card.
I noticed on-line that one of the items I just ordered, and have yet to receive, was on sale for $240.00 less than what I paid. I called the PB customer service number and got the biggest run around I have ever received. Your folks are not empowered at all.
I spoke with Lauren at ext 8883816 in the Florida call center. I gave Lauren a few of my order numbers and asked her to please, do a price adjustment of $240.00. The credit would just allow me to purchase more at PB. Lauren said they were no longer allowed to do "price adjustments".
I asked Lauren to think of it as if PB was her store. DId she want me to cancel almost $10,000.00 in yet to be delivered furniture for $240.00 difference?
She got it... I know she did. But she was not empowered to make the decision and had to reach out to a manager, Ashley M, at the Nevada call center. via email.
Ashley M, the manager, did not get it. She instructed Lauren to tell me to cancel my orders. Then reorder everything at the discounted price. This is the thought process of one of your managers? YIKES!!
Once again , I explained the BIG PICTURE to Lauren . $10,000.00 return or a $240.00 price adjustment ??She was able to do nothing....Laura, you did make it to the position you have because people did not empower you .
I have spent far too much time reaching out to someone via phone and now email to get a $240.00 price adjustment. Please reach out to me as soon as possible so I can give you my PB credit card number to credit.
Regards,
Joan Flynn
