When having a bad experience, email the CEO and her direct email and you will get a phone call in 30 min!
I ordered the Benchwright table and benches for our kitchen. I had some problems ordering, and after I left the associate called to let me know she would be charging my card (because she had the number written down still?) an extra $62. I also never received itemized receipts and I commented that the price seemed high, but she did 4 separate transactions so it was really confusing, and I had a coupon.
I had some more problems during delivery. I tried calling customer service but was put on hold for 2 hours. I called the store after being on hold for around 40 min. Associate tells me she'll have a manager call back. Manager calls back and tells me she's too busy to help, so just accept delivery and they will work it out later. I was super nervous about accepting delivery based on this, so I refused to sign but the guys left.
I decide to not worry about it, keep the table and just forget about it and not order again. I was in the store returning something else, and the manager doing my return recognized my name and pressed for the story. We start looking around, and I notice the price of stuff she is pulling up doesn't match the price I paid -- it was way less even though I had a 15% off coupon.
Turns out I was overcharged by over $500. Partly my fault because I didn't double check, but I didn't have itemized receipts to check everything and when I questioned she assured me she had taken off the price of the coupon. They tell me I can get a price adjustment, but they kept messing up the numbers of the price adjustment.
I was also told at this point that they are super popular so I shouldn't expect the level of customer service of other stores because they can't get on the phone quickly like they can.
At this point, I'm annoyed about the CS and about the price adjustments going wrong. So I say I will just return all.
My friend gave me the CEOs direct email and said she'd want to hear about it. I felt super awkward doing so, but she kept convincing me to do so. I send her a brief (way shorter than this!) email, and 30 min a VP was on the phone, apologizing. She said she was happy to return but wanted me to have the table if we really liked it and offered me a large discount to keep. I was really impressed they finally dealt with it so quickly, even faster than their CS line!
I am not a fan of our PB here (I have countless stories of snotty service, maybe the other girls can chime in), but it makes me feel better about ordering online in the future.
Post by lavender444 on Jul 10, 2014 8:59:52 GMT -5
Wow. What a terrible service your local store has. I'm glad to hear the VP was so accommodating. And, I hope for your trouble, that discount was really large!
Wow what a pain! It seems if you make a big enough stink PB will come through. My neighbor went to buy the top bunk for a bed she's owned for like 5yrs...well of course they don't carry it anymore. She swore they told her in store this wouldn't be a problem when she iriginally ordered the bed. She made a huge stink & they gave her an entire new bunkbed set for like $300 (plus she had the old bed she sold). I couldn't believe they accommodated her that much...lol.
I'm so glad you were able to get this resolved. I've found Pottery Barn CS to be very hit or miss, both in store and on the phone. Though if a manager told me they were too busy to assist me with my problem I'd find a different PB store to frequent and be complaining up the chain.
Can't wait to see pics of your room with the new table.
Post by carolinagirl831 on Jul 10, 2014 19:21:57 GMT -5
Wow that's awful! I had a completely different experience there , I had a sales associate help me pick out my couches, give me a great price , compare the prices online vs what the store could offer, and the couches were made on hickory nc only an hour from my house. They came in over a month early.
That sucks that happened and I'm glad it worked out. Def speak up and always ask for itemized receipts so you know exactly what you are paying for.
Wow, I like your style. I would never think of emailing the CEO. That's incredible that it worked. I will definitely use this tip in the future.
Don't EVER be afraid to take an issue all the way to the top. Fun tip - if you cannot get the name or info on the CEO, try the Investor Relations dept of any company. That info is usually listed on the company website. Start there with "can I get the CEO's name and his/her Admin or Assistant-to's name and contact information?"
$500?!?! I mean dayum. That is way over the line. I'd do battle for $50. $500?!? Nu uh.