Pottery Barn Kids RANT--UPDATED

So I ordered my DD a pink personalized anywhere chair for her 1st bday (Christmas Eve) on Nov. 10th. I had taken advantage of a secret sale someone had posted, along with a 10% coupon and got the chair for $79 (shipped.) It was backordered at the time until Dec 1st.
On Dec 1st I went online to check the status of my order and it was CANCELLED! I immediately called and although the customer service woman was very nice, she told me my order was indeed cancelled and there was no further info. I persisted and got her to call their cancellation service and was told it was cancelled bc it was backordered and there weren't enough available??? Meanwhile it had been cancelled on Nov 21st, yet I had not received an email or any notice that is was cancelled, although she said it showed my credit card was charged on Nov 17th. I decided to reorder one (this time lavender bc she said that was NOT on backorder.) I said I wanted to pay my original price. She said she had to charge me that day with the full price (it came to $150) but could go in and credit me the difference the following day. Supposedly the system would not allow it to do it right then. She said she would send me an email the next day showing the difference.
So I receive an email yesterday saying the order was processed and I was charged the $150, which I expected but now it is saying it is not available to ship until JANUARY 31!! Meanwhile she had told me it would ship Dec 9th. I waited to see if I received a new email with the adjusted price yesterday....nope!! I was also supposed to be credited for my original payment and that hasn't happened either!! And now I have to wait until Monday to call back!!

So at this point I have paid over $225 for a chair that MAY come in February??

Has anyone had any issues like this?? Any suggestions??? I really wanted to get this chair for my DD but this is ridiculous!!

Message edited 12/3/2011 8:50:19 PM.

Re: Pottery Barn Kids RANT

I would escalate your call to a manager and explain as sweetly but firmly as possible you want 1. the 150 refunded. 2. the original price reinstated because this is A BAIT AND SWITCH. 3. The product delivered by X date. If the above is not done, I would tell them you will call your local attorney general's office to file a formal complaint against the company.

Re: Pottery Barn Kids RANT

I'm so sorry!
I have a pbk 10% off code if u want it.

Re: Pottery Barn Kids RANT

I would cancel the order! Land of Nod (crate and barrel's children line) has personalized chairs, with free shipping

Re: Pottery Barn Kids RANT

Re: Pottery Barn Kids RANT

They should honor the Price, that is not right but PB seems pretty strict when it come to their policies. I'm surprised you didn't get what you ordered bc I got 2 for 69.00 each about the same time and I got them already. I would ask for a manager and ask for a different pattern and honor the original price.

Re: Pottery Barn Kids RANT

Well I called and spoke with THE nastiest customer service person I have ever talked to. I was not rude at all--just simply stated what happened and said I first needed my original order refunded and he REFUSED! He tried to tell me all he could do what give me "free shipping" on the second order--saving me about $12 off the $158 for the new order. He would not listen to me and could not understand why I was upset. I asked to speak to a supervisor and then was put on with a man who started out also very nasty, but then realized the mistake and credited me for my original order. He was very confused as to why they charged me on Nov 16 and then cancelled the order 5 days later, but had no explanation. He explained how they don't make the chairs and they go through a vendor who makes the chairs and they have no control over backorders. He told me he could credit me the difference so that I get this new order for the original price, but could not do anything about the backorder.
I really wanted to cancel but I just couldn't do it--I have had my heart set on this chair for her and you can't beat the price (if I ever get my credit.) I looked at the Land of Nod ones, which were cute, but would end up being close to $120, even with free shipping. I was pushing for some kind of compensation but got nothing, except my original good deal of a price and will now have to give DD a month late bday present. I told them I would never order from PB again and asked to file an official complaint.
Sooooo annoyed.

Re: Pottery Barn Kids RANT--UPDATED

Do you have twitter? I would tweet about your terrible experience and tag PBK. Maybe someone in corporate will respond and be able to help you.



I did it when I had problems with my GE Profile fridge and was contacted by someone at corporate within 24 hours. They take that stuff very seriously!!!

Re: Pottery Barn Kids RANT--UPDATED

I am very happy that you stood up for yourself and got the original price they offered the chair for. I am sorry about the back order issue. I know how frustrating back ordered things are. One of DDs hanukkah presents was originally supposed to be her birthday present. It too was back ordered from PBK and the original one came broken. By the time I finally received the gift, it was a month after her birthday.

Re: Pottery Barn Kids RANT--UPDATED

Posted by Lucky09

Do you have twitter? I would tweet about your terrible experience and tag PBK. Maybe someone in corporate will respond and be able to help you.



I did it when I had problems with my GE Profile fridge and was contacted by someone at corporate within 24 hours. They take that stuff very seriously!!!

Re: Pottery Barn Kids RANT--UPDATED

Re: Pottery Barn Kids RANT--UPDATED

Posted by Lucky09

Do you have twitter? I would tweet about your terrible experience and tag PBK. Maybe someone in corporate will respond and be able to help you.



I did it when I had problems with my GE Profile fridge and was contacted by someone at corporate within 24 hours. They take that stuff very seriously!!!