Mad at Pottery Barn..Kind of my fault, but STILL

[FreshTressa]

About 5-6 months ago I went and bought my son a quilt at pottery barn and all the accessories that matched. I spent around $600

Well, since I fold his quilt down when he goes to bed, I had not washed it until last week.

Well, I washed it in the washer on cold, and the colors bled all over the place.

Dumb me, I did not have the receipt and I tried to return it.

Well, the quilt rang up at $15 ( I spent around $160 plus 9% tax)

Now, he has all this cute (and overpriced) stuff with no quilt to match, and they won't even exchange the ruined quilt for a different one.

I can understand not giving me my cash back, but they should at least exchange...the mark up on their stuff is high enough. Seems like good CS.

AND, it stinks that the quality was so bad for the price! And they won't stand behind it at all.

MUST REMEMBER TO SAVE RECEIPTS

 

[TimeforMe]

Yes, consider it a lesson learned I guess. An expensive one. I've done that myself and have actually "boycotted" the store because of it.

 

[Beth76]

What were the washing instructions? If you followed them I would think the least they could do is replace the quilt.

 

[FreshTressa]

I followed washing instructions perfectly.

A similar thing happened with a down comforter that fell apart and The Bon (Now Macy's) exchanged it for a different one.

 

[ziggystardust]

I would be upset too, but I can't see PB being totally responsible if it was "kinda your fault"

I worked at a designer store for a while. A woman who had spend about $500 on a dress didn't follow the dry-clean only directions on the tags and decided wool-lite would be just as good. Well the embellishments on the dress ran on the bust of the dress. She expected us to take back the dress and give her either a full refund or a new dress. This is a store that normally, will never give you your money back. I didn't see how that was right.

Now if you followed PB's directions to a T and this still happened, then yes it is their fault. Like I said, I would be mad too, but I understand both sides here. You should try the PB outlets, you might be able to find the same quilt on sale there.

 

[poohluvrs]

OMG - my kids have PB quilts too, they have washed ok always, though faded considerably considering still fairly new....but c'mon ...have you ever walked into a PB & seen quilts for sale for $15???I find it hard to believe thats all they can offer you, talk about crappy customer service! I would call their main line & ask for a superviser, maybe you can exchange that way?

 

[LadyyRedd]

OMG - my kids have PB quilts too, they have washed ok always, though faded considerably considering still fairly new....but c'mon ...have you ever walked into a PB & seen quilts for sale for $15???I find it hard to believe thats all they can offer you, talk about crappy customer service! I would call their main line & ask for a superviser, maybe you can exchange that way?

While they might not actually have any on the floor for that price, it's because the quilts haven't lasted in the store long enough to get to that price. I worked for a long time for a major retailer. When something in our store went on clearance, each time there was the next clearance markdown, it went further on clearance in the system, even if we didn't actually have any of that item left. So if someone returned an item after a fairly significant amount of time and it had gone on clearance and they didn't have a receipt, they would only get the value of the price of that item in the system. And yes, if it was returned at that price, it would go out on the sales floor at that clearance price.

Kimya

 

[FreshTressa]

Only part that is my fault is

NOT SAVING THE RECEIPT

I guess if I were a retailer, I would let them exchange it for another quilt.

 

[chell]

Since you followed the directions I think you should keep on by going higher and higher on their chain until you get some satisfactory customer service.

 

[LadyyRedd]

I can certainly understand your frustration, but I don't think you can expect them to let you exchange a quilt from 6 months ago for one of the current styles. (unless you are asking to let you exchange for exactly the same quilt, then just disregard my post!) Unfortunately, you can't prove you weren't someone who bought that quilt last week on clearance, washed it, and brought it back to exchange for a full price quilt. I've seen that a LOT of times in retail (and by no means am I saying you would do that!). Just that the few rotten eggs ruins it for the honest people.
Did you pay by credit card? Perhaps you can find the statement from the purchase and at least show them you did make a very large purchase. Maybe they can do something that way.

Kimya

 

[mommaU4]

I worked in retail for many years and most stores want to provide good customer service.

I would call and ask for the District Managers number or the corporate office number. Ask the store manager to give you the number because then he/she might realize you are serious and try harder to help you.

If not, get the number and explain just as you did here. Be very nice and calm. Simply explain that you bought it awhile ago, just got around to washing it, followed the instructions to the letter and this is the result.

Explain that you love their items and your son loved the quilt and that is why you didn't keep the reciept, because you knew you would NOT be returning it. However you didn't consider that the quilt would fall apart/mess up the way it did upon washing. And now you want to know what they can do to make it right. Explain that you are not trying to get your money back. That you just want an exchange for the same or similiar item.

I cannot imagine them not giving you something. Especially if you are nice and diplomatic about it. As I said being in retail and customer service for so long, that is what we would have done at any of the stores I worked at.

Try it. Good luck. Let us know if anything changes.

 

[trip]

Just curious - If you had it what would they have done? How long is the receipt good for? 30/60/90 days?

 

[mommaU4]

By the way, this is not your fault. You followed the washing instructions and so this should not have happened. And as far as the reciept goes, well, once most people realize they love an item (especially after a few months) and have no plans to return it, they toss the reciept. Simply say, had you known the item was defective you would have kept the reciept, but you are used to better quality from such a good company.

 

[mommaU4]

Just curious - If you had it what would they have done? How long is the receipt good for? 30/60/90 days?

Don't know about PB policy, but for a straight out return for changing your mind or whatever then some stores do have limits. But for a case like this where it sounds like defective merchandise, they should be willing to work with her. That's how it always was in stores I worked in.

 

[clh2]

I also agree with the poster who suggested that if you charged it, they would be able to help you if they really wanted to. At the very least, they would be able to see that you spend a lot in their stores!

 

[Tine731]

Since you followed the directions I think you should keep on by going higher and higher on their chain until you get some satisfactory customer service.

Ditto. I would not rest until it was taken care of.

 

[ziggystardust]

I also agree with the poster who suggested that if you charged it, they would be able to help you if they really wanted to. At the very least, they would be able to see that you spend a lot in their stores!

As I saw after I posted (we crossed posts), you followed directions.

I started using AmEx for this very reason, they'll fight for you if you have a problem and used them for the purchase. Knock on wood, haven't had to use that benefit yet but its worth the piece of mind,

good luck with whatever you do

 

[FreshTressa]

Hmm, that's right...I could try going through my credit card company...thanks for the idea!

 

[HonestAbe]

I keep all receipts for things like this. But even then if I wait too long there is no way the store is going to take care of me. I think 6 months is a little long in the tooth to be blaming the store for faulty merchandise. Wouldnt you be upset in their shoes?

 

[UrsulasMyHero]

You can try writing corporate. Often if you let them know that you didn't get satisfaction from a store they will jump in to save a stores reputation. Heck the contact info may be on the tag. Good Luck and let us know.