15.7.13

Pottery Barn: My Online Shopping Experience



Waaaay back HERE, during the first week in May, I tested the newly opened Australian Pottery Barn Online Shopping experience by purchasing a piece of faux coral. After very little communication, I received said order today; July 15.

For faux, it's just OK. I am considering returning it. The colour is much more cream than pictured, the piece less opaque and 'heavier' visually than anticipated. It was really well packaged for transit but included no receipt or paperwork whatsoever. Strange. And 10 weeks delivery time frame for an advertised 'in stock' item? Not on.

I love online shopping and have had in general, excellent success, but I'll be striking Pottery Barn off my shopping destination list. Have you had any experiences with them that you'd like to share? Perhaps mine was a one off?

27th September ADDENDUM:  
Received a phone call today from PB asking for updated credit card details so they could charge and post this order to me. W.T.F? Major System Failure!

x KL 

Thank you for stopping by my blog. You are very welcome and encouraged to comment, I love receiving feedback!

11 comments:

  1. I have that same coral!! But I bought mine from the US site a year and a bit ago... and it didn't take as long to arrive. Very well packaged, as you said - I bought 3 pieces of faux coral, the one we both have was the smallest. The huge boxes and polystyrene packaging seemed like a bit of overkill. But, I'm happy with my piece. They are definitely creamier than I expected, I'd originally thought I'd spray them white, but they've grown on me, and they match in with the creamy colours in the study, so I haven't ended up bothering. 10 weeks... that's ridiculous! xx

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    1. I have decided to keep the coral Heidi. Mostly because I think it would be equally painful to return it and ATM I don't think I've got the fortitude. Nice to hear that you are happy with your pieces, I think once I style mine with other bits and bobs it will look ok but I think I'll stick to buying the old fashioned physical store way for items like these in the future.

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  2. I don't blame you, I think that's appalling. I am sad to say I have only heard other stories like this and not very many positive ones. They are going to have to pick up their game or they will be be struggling to survive. Very disappointing.

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    1. Thanks for your comment Above Mel and your's below, Fiona. I am very surprised by the time delay and was thinking demand took them by surprise but the lack of communication and paperwork was very disappointing. If I really want something from them I think I'll revert to us site and use my US forwarding service.

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  3. oh no KL, what a shame. I hate it when that happens.

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  4. Love your new coral.

    Shame about their poor customer service :(

    I recently had a terrible experience with http://www.dorothyperkins.com. Not only is the quality extremely poor, but their customer service is pathetic. I returned a top which was faulty. They said that I would be refunded the return shipping ... After receiving the faulty item they refused to reimburse me the cost of return shipping... After numerous emails and not giving up they said they would send me a cheque (????). After being charged a $10 international cheque fee they refused to reimburse me, even though I warned them that I would be charged and international cheque fee, and asked them to send the money to my cc instead, which is how I paid for the top in the first place. Ughhhh. Never again!

    B

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    1. Some sites are just offering the online service without the adequate thought into what it entails it seems.. I've really had a hit and miss success rate but those good sites make it worthwhile.. Your experience with DP seems a big miss!

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  5. I'll tell you about my interesting experience with PB Kids.....

    I went instore on the day it opened and bought some towels to be monogrammed. They said they would arrive in 5 working days. I am country, so I thought that probably wouldn't happen. But I got them three weeks later in a massive and padded box along with a couple of euro pillow covers I didn't order. It was pretty funny to see that they thought that towels and pillowslips could be breakable and needed mass bubble packaging and huuuuuge boxes to fit them in. The shipping was much slower than I thought it would be. If they don't do lighting, roman blinds and bathroom vanities they will die a slow death in retail here.

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    1. At least you got a 'freebie' as a sweetner! They'll go broke very quick smart if they add to orders and over package too. Defies logic doesn't it? And makes my prior Aussie online shipping experiences, (presumed very basic compared to the US giants) look very proficient now in comparison! Thanks for sharing your PB kid's experience here! x KL

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  6. I have had a terrible experience with Williams Sanoma! After placing an order on opening day, I am still waiting for it to arrive......After speaking to countless WS staff, mostly in the US, I was informed about 5 weeks ago that a credit would be forthcoming, but that there were a long list of credits to be issued and it may take some time. To cut a long story short, I should have my credit this week?! Total nightmare and I won't be dealing again!
    PS - love your blog! x

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    1. Wow...you've been waiting an eternity! Communication and follow through are obviously very sub standard. I hope the credit comes through soon. I think when reading yours and others comments, along with my own experience, it's a no-goer for me. I think it's fair to say that it also speaks volumes that there seem to be NO POSITIVE success stories about these online stores too!
      Thanks for your kind comment on my blog too Carissa! x KL

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