Pottery Barn Complaint - Pottery Barn buyers beware!
Resolution Update on 08/04/2010:
Thank you Pottery Barn for responding and making this right.
My husband and I move onto a house from a smaller condo and decided to redecorate our living room. We searched high and low for the perfect couch, and ended our search with a design consultation at Pottery Barn at Lenox Mall in Atlanta. The designer was lovely and spent almost two hours helping us pick chairs, accessories etc.
Weeks went by, and we received a call that our furniture was ready for delivery, almost three weeks ahead of schedule. I was thrilled, until I got home from the office. My husband had taken delivery of a solid WHITE couch. (We ordered the white herringbone which is more tan than white.) At this point, I was disappointed, but thought perhaps they had just delivered the wrong couch. I called the store to inquire, and was told "no, you ordered white," to which I replied "no, I ordered the herringbone and I am holding the receipt with the sample fabric stapled to it, it's not white!"
I'll save readers the pain of the next few hours, but I'll sum it up by sharing that I was told the sofa I selected was not available in the herringbone fabric and unless I wanted to pick a different one, I was out of luck.
Remembering that I originally selected the sofa, and fabric, out of a catalog I went in search. Having just moved, the catalog did not turn up so I decided to check the Pottery Barn website. There next to a number labeled "Pottery Barn Design" were the words "ANY couch available in ANY fabric." I called and was told they could have me my couch, in my fabric (at the original selling price no less) in six weeks. Frustrated and confused, we called the store back again.
This time, we were connected to a women named Jen, who tried her best to help us. The last message we received from Jen stated we could keep the wrong couch (kept us from sitting on the floor, since the old couch was donated to make room for the new ) and that they would rush order the new couch.
That was about two weeks ago. Yesterday, July 30th - nearly three months from our original order date - we got a message at home stating we either have to return the wrong couch or pay for the correct couch - BEFORE Pottery Barn would make this right for us.
I admit it, I flipped out and called the women back at the store in a less than tranquil state of mind. To her credit, she apologized and said she understood our frustration. At the vortex of the issue is apparently Pottery Barn Design, who is unwilling to proceed with constructing the new couch without the old one or the money.
Pottery Barn - if you are listening (and based on the messages I am reading you should be) you customers DO NOT CARE if your company has multiple P&L's and/or you are "not allowed" to work across different divisions. At this point, we have no idea if we'll ever get the couch, but opinion of your company has been forever damaged.
Finally, to all you employees on the frontline at PB stores - I applaud you because it is very clear your organization does not make it easy, or in this case even possible, to offer the level of customer service you promote.