PB customer service ROCKS!!!

14 years ago

We bought two matching area rugs from Pottery Barn around 6 years ago for our beach house. After a year or so the first floor started to smell funny. It wasn't until we moved and put one of the rugs in a bedroom that I noticed the odor was coming from the rug. It got progressively worse and I finally had to take it out of the room. It sat rolled up in the garage until I decided to use it while staging the first beach house to sell in October. I had it steamed cleaned but it didn't help and while I was there the other day, the smell was so strong I had to open all the windows. I went online to see if others had this problem and how it was remedied. There were many people who had the same problem and it was apparently due to faulty latex backing and glue which broke down over time. I went to my local PB store today and explained the problem. The manager knew all about it and made the necessary calls to corporate to take care of the it. They will pick up the rug and issue me a store credit for the full price plus tax. I was amazed! I'm going to be like a kid in a candy store when I get that gift card!

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Comments (5)

User
14 years ago
If the rug smells like something burning that is a common problem with cheaply made rugs from all manufacturers and retailers. I had the problem with a runner from a specialty rug store in Florida, and a friend had the same problem with a 6 x 8 rug from Ethan Allen. Cheap doesn't refer to the price!
User
14 years ago
Adding that I am glad for you that PB took responsibility for the problem. Ethan Allen just paid to have my friend's rug cleaned and treated (masking the problem) and my rug shop pretended like there was nothing wrong--- although it was obvious they knew why the rug had such a strange odor and had encountered the problem before.
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Bumblebeez SC Zone 7
14 years ago
Cheri, I think they are fab too! Enjoy that gift card!

I had a good experience with them last week- a pillow I had ordered online looked nothing like the picture so I sent it back. It was a printed fabric pillow and the way the fabric was cut didn't remotely match the picture and it looked bad.

I also wrote a review of the pillow stating this.

A PB rep called me to discuss the issue and sent me a $10 gift card. And I got the full refund too, of course.
I thought that was pretty good customer service.
ellendi
14 years ago
I have to add my two cents here too. I bought chair pads for my kitchen chairs that were on sale. This meant that I was not supposed to return them.
When they came, they did not fit, but this really sholuld have been my fault. But the other issue was that the color really did not match what was advertised. So, on that part they took them back and i received a refund.
caminnc
14 years ago
They do rock, I bought two leather stools not too long ago and the leather on one had some kind of hazy marks on it that wouldn't come off and they exchanged it with no questions asked. I love PB :)