PB Kids question

[mommajo143]

so I went yesterday to PB kids & ordered two chest of drawers & two bookcases for my boys. They are discontinuing the furniture finish their beds are in & are running a great sale for the holiday weekend. It was still $2K because of delivery surcharges & such. DH looked at the dimensions on the chest of drawers & said they are too small & won't be useful for long / the boys will outgrow them quickly. So I called PB 800 # yesterday - within 3 hours - to cancel & was told the order wasn't in the system yet to they couldn't look it up & to call back today. My aunt suggests today we go to PB & see if they have adult chest of drawers that would coordinate with the finish & sure enough they do. So I then called (again) to cancel the order - the First Lady says it has already processed & she can't help me. She transfers me to 'furniture' and after a 15 min wait the girl I talk to cancels it but then says at the end of the call she is sending 'the cancellation request to the cancellation dept' & to call back in 3 business days to see what else needs to be done on the cancellation. Now I'm panicked - I'm not ordering the adult set (which means missing out on 25% off & free shipping) because we can't afford both & the furniture girl left me hanging like it may not actually get cancelled... Anyone have experience with this? If the freight cost wasn't $240 plus $175 shipping (because yesterday the didn't have free shipping!) I would happily accept the shipment & just return it but I'm not willing to be 'out' that much $$ on the order. Hopefully a fellow dis member can give me hope on this...have you ever successfully cancelled and is this standard practice? I've never had an issue cancelling anything within 24 hours...

 

[havaneselover]

I had an ordeal with PB Teen at Christmas and they couldn't stop the order from shipping even though I called them within a few hours of placing it. Maybe since your order is furniture they can figure out a way to stop it. Did you ask to speak with a supervisor?

I will say I have never received anything but excellent customer service from them.

 

[Sagginit]

my mother had a horrible deal with PB and ordering couches, she found out afterwards when she searched online there are tons of complaints against them. long story short in 3 months they couldn't manage to make, ship, and not lose in a local warehouse half the set she ordered. she asked them to take back the first half of the set but then they were refusing to refund her even after it was picked up. she ended up filing a charge back with her bank as their customer service was so incompetent. so incompetent they refunded her AFTER she filed a charge back. she didn't want the money twice but her bank didn't want to undo the charge back in case they realized their mistake and undid the refund. she ended up with no couches but got her money back twice as they never even took the time to answer the bank about the charge back let alone notice they refunded her after the bank did.

in your case this might be difficult to deal with as you most likely will get the furniture you ordered and then since you want other furniture you don't want to file a charge back, so instead you will be at the mercy of their customer service to try to get your shipping at least refunded for the confusion. i truthfully cannot be optimistic about this as I was there several times when she called them (sometimes 1-2 times a week to try to get help) and often they gave her scripted answers that weren't answers.

 

[MinnieSweetheart]

Did you try e-mail? We ordered monogrammed stockings a few years ago and one was completely crooked. The lady on the phone said she couldn't do anything, but I e-mailed and I got a full refund for all three stockings since they were a set.

 

[Keira1387]

I would try posting on their Facebook page. I know a lot of people who have frustrating experiences with them. It seems you can get a lot further when you contact them by social media.

 

[DisneyHardin]

I would try posting on their Facebook page. I know a lot of people who have frustrating experiences with them. It seems you can get a lot further when you contact them by social media.

This is a great suggestion. A couple years ago I went round and round with Sears over a refund. Within 24 hours of posting a complaint on their Facebook page, I had my refund.