This was my first Pottery Barn shopping experience and I am happy to say it will be the last. My partner and I visited the store and noticed a dining table for sale with 40% off, on speaking to the shop assistant she stated it was no longer for sale and removed the sale ticket in front of us. However she said if we were to buy it she would honour the sale price but only on this occasion so we had to think fast and not leave the store (nice sales tactic). This obviously created a sense of urgency and we ended up buying the table as it was a great price. Then came the $153.95 shipping fee on top (why not have a Australian supply?). But imagine my disappointment when I discover a few days later the table is on sale online for cheaper than we paid in store! Finding this out I attempted to cancel delivery but it had already shipped and now I was liable for a 20% restocking fee.
Long story short, this happened on 9th August, it is now 23rd August. I have left a message for the store manager to call me back but no luck, on 2 occasions American Pottery Barn staff have said they will call me back and no luck. Today I have been told again I will get a call back and not only that a full refund inclusive of shipping and restocking totalling $957...I await to see if after 5 phone calls I can finally forget this shopping experience.
p.s - a further 2 phone calls (taking the total up to 7). Store manager still have the decency to call, assistant called and no question about the poor service received just asked for card number.
It is free to say sorry, explore why customers have had poor service, reassure and take steps to make sure it doesn't happen again and customers shall return. I'll only be returning if there is a sign saying under new management. read more