will never shop at Pottery Barn again.....SO MAD!

[The Mystery Machine]

All I can say is thanks for "heads up". I was interested in some Williams-Sonoma stuff on-line. I think I will read the fine print carefully.

 

[bumbershoot]

2 different stores. PB vs PNTeen, and the latter has no brick and mortar presence. Since it's an online store you have to deal with online return policies. Doesn't matter what we think their business model should be, it is what it is until they open pbt stores or change their corporate structure.

 

[HollyJoy]

did all of the above - no luck.

Can you find an email address online, or corporate number? Take it to the top!! It's totally ridiculous!! I can see if this was an extremely pricey item, but it seems as though they are making this more of a big deal than it needs to be, and they should be thinking about customer service!

 

[Orange County Girl]

From their website:

Returns are easy. You can return the merchandise through the mail for a refund or replacement. To make a return by mail, just complete the Return Form attached to the invoice that you received with your merchandise. Simply indicate the reason for return and the action to be taken, such as replacement or refund. Place the Return Form in the box with your merchandise. Be sure to tear off the top portion of the form and keep it for your records. Non-furniture items can be returned at any of our Pottery Barn stores. If you return your items to a Pottery Barn Store, please provide photo identification and the original invoice for merchandise credit or refund.

I think the problem is the fact that PBteen is catalog /internet only. You could ask the gift giver to return it for you, but since they gave you the packing slips and boxes it sounds like they are passing any possible returns and shipping charges off to you.

 

[connorlevismom]

One company that I will never order from again is Hammacher Schlemmer. I ordered a gift for DH in 2006 and paid for their gift wrap. Christmas morning, he opened the gift and it wasn't what I had ordered. It was a disappointing experience, clearly their mistake, but they just didn't care. So, I will never again order from them.

The same thing happened with DH's birthday gift from Brookstone. It was not what I ordered and they could care less. It took me over 4 weeks to get the correct itme because they made me send the original back and wait for them to recieve and process it (this alone took more than 2 weeks). THEN they would ship me out the actual item that I ordered. Thanks, a 4 week late B-day gift.

Kristine

 

[chamonix]

I have never heard of a company that charged you to return items by mail! That's ridiculous! I would be angry about that for sure. As quoted above, it's usually very painless and free. Most items I have purchased by mail either came with a free return mailing label or you could easily print one online. Either way, returns were free.

I thought the OP meant that the store would accept the return by "picking it up" (her words) for the $5 charge.

I agree it's really shady for PBT to charge for mail returns of mail order items. Bad form, PBT. (and yes, a very good reason NOT to do business with them)

The ability to return mail order items in stores is a perk that while great, I would not expect. Just like I would never expect to be charged to return anything to the place it was purchased. (the online/catalog store)

 

[rie'smom]

I bought a quilt at a PB store. My daughter didn't like the color, so I went to return it with the receipt. I had to wait 2 weeks for them to mail me a check as a refund even though I had paid cash!! That was about 5 years ago and I have never and will never shop there again.

 

[OceanAnnie]

Did you stress this was a gift?! They shouldn't make it so hard to return a gift item. Did you stress how dissatisfied you are? (I'm sure you did.)

I'd probably call them back and try again. Stress how it impacts you as a customer and go higher up the chain. Be a squeaky wheel.

 

[Grumpy's Gal]

Did you stress this was a gift?! They shouldn't make it so hard to return a gift item. Did you stress how dissatisfied you are? (I'm sure you did.)

I'd probably call them back and try again. Stress how it impacts you as a customer and go higher up the chain. Be a squeaky wheel.

to answer a lot of questions from many of you: (sorry -- I have about one minute to check in here before I have to leave)

YES, it was a purchase from their catalog.
Yes, it was a gift
Yes, we told them it was a gift
Yes, we have made 4 separate phone calls and spoke with 4 different PB employees as well as one manager.
Yes, we called the store as well as corporate
YES, we were very nice and expressed our displeasure - said we probably wouldn't buy from them again since it's been such a hassle. They didn't seem to care much. They focused on how many people like their merchandise. I explained we like their merchandise just fine.......it's just that this one item isn't going to work.

 

[Beth]

My cousin bought an entertainment center from them for Christmas. She's a teacher... and they didn't get out this year until the Friday before Christmas.

So... on Saturday the 22nd, she and her husband started opening the boxes to assemble the thing...

She had bought it in a light wood stain. ...But one of the cabinet doors was in white.

They called the store, (about a 45 minute drive away,) and they confirmed that they had the replacement door in stock.

So they drove out there.

Their policy was, she had to (1) purchase the replacement door, then (2) they would mail the incorrect door back for them, and a credit would be issued to her credit card in 4-6 weeks.

This was because of THEIR error!

I would have been furioius... but - she was at their mercy... Christmas was just a few days away.

I've never heard of a policy like that one....

 

[RitaZ.]

to answer a lot of questions from many of you: (sorry -- I have about one minute to check in here before I have to leave)

YES, it was a purchase from their catalog.
Yes, it was a gift
Yes, we told them it was a gift
Yes, we have made 4 separate phone calls and spoke with 4 different PB employees as well as one manager.
Yes, we called the store as well as corporate
YES, we were very nice and expressed our displeasure - said we probably wouldn't buy from them again since it's been such a hassle. They didn't seem to care much. They focused on how many people like their merchandise. I explained we like their merchandise just fine.......it's just that this one item isn't going to work.

So, in essence, they were telling you that customers will put up with lousy customer service because their merchandise is "so grand". Give me a break!

As a final attempt, just send them an email explaining the whole situation and a link to this thread. Excuse me while I go to unsubscribe from PBTeen.

 

[KariC]

2 different stores. PB vs PNTeen, and the latter has no brick and mortar presence. Since it's an online store you have to deal with online return policies. Doesn't matter what we think their business model should be, it is what it is until they open pbt stores or change their corporate structure.

Right! It's like gala apples to red delicious....both apples, but different varieties. Would you expect to be able to return Old Navy clothes to a Banana Republic? It's the same company also. How about a return to Sears of something you purchased at Restoration Hardware?

We've shopped a lot (repeat a lot) at the Williams Sonoma family of stores. We've had great experiences. Our DD's entire bedroom ended up being from pbteen...her bed arrived broken. Yes, irritating, but they shipped a new one and gave us a huge credit. Just one example that sticks out for me....

Why don't you mention this to the giver....tell them you are having issues and give it back. Let them handle it, b/c they'll get better cs as the purchaser. (not saying they should, but that's likely reality,)

 

[LisaNJ25]

I have never heard of a company that charged you to return items by mail! That's ridiculous! I would be angry about that for sure. As quoted above, it's usually very painless and free. Most items I have purchased by mail either came with a free return mailing label or you could easily print one online. Either way, returns were free.

I thought the OP meant that the store would accept the return by "picking it up" (her words) for the $5 charge.

I agree it's really shady for PBT to charge for mail returns of mail order items. Bad form, PBT. (and yes, a very good reason NOT to do business with them)

The ability to return mail order items in stores is a perk that while great, I would not expect. Just like I would never expect to be charged to return anything to the place it was purchased. (the online/catalog store)

Amazon does not do free returns.. you have to pay your own postage. I couldn't imagine all the money these companies would be out if they all let you return items on their postage.

 

[Alice's Mom]

okay everyone hold on a minute, this is not a terrible company.

First, OP you unfortunately dealt with someone who is not seasoned. You indeed can exchange through the store.

When someone purchases an item that is catalog only the store can not refund from the register. It has to do with inventory issues. The store can not take on inventory it does not carry. The store sends the item back on your behalf. If the item was a gift you will receive a credit in the mail.

Now if you wanted to exchange the lamp for another, the employee could have called customer service and initiated the exchange for you, sent back the lamp and you would have received the new lamp in about a week. Had their been a difference in price in your favor you would have received a credit in the mail. If there had been a balance due you could pay with a credit card over the phone to customer service agent.

Now to go a little off topic, with no intention of hijacking

Second: I wish everyone knew how much people in retail hate the squeaky wheel. As a manager I will not go the extra mile whatsoever to the person who is acting like this, neither will my boss. We do what we can to help, but its never above and beyond service. When people come in rude I shut down.

I'm sorry the person you dealt with was unable to help you. I would call the store manager and ask them what they can do for you.

If the store won't make an effort, thats when you go above their heads and contact their boss, the district manager.

 

[Camicar]

I'm sorry the person you dealt with was unable to help you. I would call the store manager and ask them what they can do for you.

She did speak with the manager and corporate. Got nowhere.

OP -- Thanks for the heads up. I was planning on ordering something from them as my dd is redoing her room. I will now not give them my money. Who wants the hassle?

FTR -- I had a horrible experience with Harry and David a few years ago. I ordered my mother pears for Xmas one year. That was all she wanted and she was really excited about it. Although they charged my card, they contacted my mother to tell her that the gift was delayed 'indefinitely.' They never notified me of this. I called them for info and they told me that it would be not be delivered until 'possibly' March. Went up the chain of command to a supervisor who told me that I was 'being unreasonable wanting a Christmas gift for Christmas' and that everyone so loved their pears I 'should be grateful to get them whenever they might be delivered.' No lie, that is what she said. I then told them to cancel the whole freakin' order. They refused. I had to call my cc company and dispute it. While it was in dispute, they then sent my mother 10 apples for Valentine's Day and tried to call it even -- via a letter to MY MOTHER. No notice to me. Luckily my cc company totally took care of it. To this day -- 9 years later, they still send me their catalogs even though I have asked over and over to take me off their lists.