My recent experience with Pottery Barn Kids will most certainly be my last. My husband and I purchased the plush lamb rocker as a gift for our daughter who we are expecting in a few weeks.
The rocker arrived scratched and the personalization was not at all what was pictured online. The font was tiny and the letters were crooked and off center. I emailed customer service on 9/19 with pictures asking for options as to how we could make it right. After several days and no response I called customer service and was told that the email department was separate and there was nothing they could do to help me.
I followed up with another email on 9/24 as I had yet to receive a response. On 9/25 a representative emailed back offering a return and replacement with no further instruction as to how this would be accomplished, prompting me to email back the same day. I received a response on 9/27 from a different representative who asked me for pictures of the product I was describing, which I sent in my initial email, but I sent them again. I was naively hopeful we were going to come to a resolve.
I responded the same day, and today 10/3 am still awaiting a response.
At this point, I don’t care about replacing the product. I’m simply baffled at how your customer service department could be so disorganized and how you could show such blatant disregard for your customers’ concerns (a quick Google search for “Pottery Barn customer service reviews” will only emphasize my point).
I cannot fathom a reasonable excuse for your level of service or lack thereof.
You can sell the best products in the world, but at the end of the day your customers are what matter. I will not willingly give my business to a company who treats their customers as an afterthought.