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EWmums

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ewmoda

bad customer service and after sale service at pottery barn MCC

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393

Posts

EW EXPLORER

Latest post on 21 November 2011 - 08:43

If you like the crockery ( which clearly you did as you bought it) why wouldn't you just exchange the chipped ones for ones that are ok rather than 3 hours after buying wanting to return the whole lot? If they are willing to exchange the chipped pieces so you have a full set that is undamaged then I think they've been reasonable, especially since they could have been chipped intransit to your house as someone has pointed out. In the end you willnhave gotten what you paid for.

5499

Posts

EW MASTER

Latest post on 21 November 2011 - 08:28

Thanks SD...was a wee bit confused as when I scrolled down it said... fairwater replied....so obviously thought there was another thread somewhere but I "get it" now :)) LOL! You haven't missed anything :)

1097

Posts

EW OLDHAND

Latest post on 21 November 2011 - 07:07

I bought 2 expensive bedside tables from PB Mirdiff, they were delivered one with a matt finish and the other with a gloss finish, which I didn't really notice for over a week. They sent their 'engineer' outto look at it, he decided to gloss the matt one, pulled out his tin of gloss varnish and paint brush, I freaked out. He called the office, told them I was not having it and they took the bedside table and returned with a matching one. Other than the initial 'Dubai solution', I found them fine to deal with. I bet Pottery Barn in the US do not realise the quality of service that is being attached to their name, (even if it is a franchise type arrangement) maybe get in touch with someone in the US. Generally it seems that they have invested quite a bit in training their staff, they seem more in tune than most other stores, so I would say PB would not want their brand tarnished with a bad service image, anyewhere in the world.

160

Posts

EW NEWBIE

Latest post on 21 November 2011 - 07:01

Thanks SD...was a wee bit confused as when I scrolled down it said... fairwater replied....so obviously thought there was another thread somewhere but I "get it" now :))

5499

Posts

EW MASTER

Latest post on 21 November 2011 - 06:58

I think you've just commented on the OP's post.

160

Posts

EW NEWBIE

Latest post on 21 November 2011 - 06:55

ok I must be missing something.... OP's thread is not coming up ... has she removed it? to "fairwater...." just to play the devil's advocate..... I imagine you chose the crockery, i.e. you hand picked it and took it to the cashier counter where they also have the wrapping service counter....I'd think that up to that point you ensured that the pieces you chose were all in good nick. Surely once you left the store, the "transportation" of your purchase was your responsibility... i.e. from shop to car to house,,,,,so if I have understood the episode correctly, when you unpack and you find some of the pieces chipped, you believe it is their fault and that your pieces ought to be replaced? Huh? As for them placing them back on the shelves once you returned the damaged pieces, right, that is a bit odd! <em>edited by KCQ on 21/11/2011</em>

29

Posts

EW NEWBIE

Latest post on 21 November 2011 - 04:10

reading all these bad experience that happen to to you lots, I am thankful that I have lost my shopping mojo in Dubai yonks ago. Except for essentials which I have got no choice!! 80% of clothes are tailor made so I just buy off the racks t-shirts and clothes on sales only. I don't remember buying anything form P. Barn at all when my 2 other gf spend their money endlessly there. Let alone Crate&Barrel and the likes of it. I like their stuffs but not enough to tolerate the inadequate service and not worth my while.

1987

Posts

EW EXPERT

Latest post on 21 November 2011 - 02:29

My neighbor ordered 2 complete children's bedrooms from PB in MCC last year, and she had problems with the furniture arriving in mis-matched wood stains, the delivery people damaging the goods on her front porch 3 times even under her supervision. She spoke to every manager between Dubai and Kuwait, where the parent company Al Shaya is located. No refunds, no satisfactory solutions other than "Well madam, you could always pay for ANOTHER new table!" They may bring in the best brands, but expect cr*p service from people who are only trained to help the importer's profit margin. DH still bought a coffee table and rug from them and I swear, I inspected the table and rug to an inch before I signed off the delivery receipt.

1280

Posts

EW OLDHAND

Latest post on 20 November 2011 - 12:40

Reminds me of Koton shop (will never shop there again)....went to buy a cardigan and discovered just before paying that it had a hole in it. SA just shrugged and hung it back on the rail.......... HAHA - I bought a pair of work shorts from them, didn't realise until I got home massive hole in the middle seam!! My Big Bum, they did refund me though. Never bought anything since, maybe that is why they have left Dubai!

Pomegranate35436

867

Posts

EW GURU

Latest post on 20 November 2011 - 12:35

Reminds me of Koton shop (will never shop there again)....went to buy a cardigan and discovered just before paying that it had a hole in it. SA just shrugged and hung it back on the rail..........

870

Posts

EW GURU

Latest post on 20 November 2011 - 12:24

yes same stuff back onto the shelves as we stood there!

304

Posts

EW EXPLORER

Latest post on 20 November 2011 - 11:59

And then they put the chipped pieces back on the shelf??!! I know it happens but seriously, why would you want to go through it all again with the next customer?

870

Posts

EW GURU

Latest post on 20 November 2011 - 11:09

we have got intouch with consumer rights, so we will see where we go from here. i am disappointed with the shop and it would def. put me off ever shopping there again. its bad service and bad policy, so i will be interested to see what consumer rights say. its not like the things in there are cheap. a plate is upwards of 70 dirhams, i dont expect to find chips on them where ever it is.

1046

Posts

EW OLDHAND

Latest post on 17 November 2011 - 10:53

Am surprised and disappointed to hear this about PB. I would stick to my guns and insist on a refund - it's not like you've just changed your mind. I would be prepared to create a big fuss and a lot of noise in the store and stay for as long as necessary!

200

Posts

EW NEWBIE

Latest post on 17 November 2011 - 10:51

I had a problem with an important missing piece from a bed from PB - Dubai Mall. When I didn't get results from the store or PB customer service, I looked up the parent company for the stores here, which I think is AlShaya. I sent them an email, and they did respond and follow up with the store. It still took a whole month to get the missing piece, but at least getting the parent involved got them to figure it out (anything unusual and no one can figure out a solution without a lot of pressure to make the extra effort). So I would try that route. I no longer have the number, but got it through good ol' Googling. Good luck - it's so frustrating, when you know elsewhere it would never have been an issue. Argh...

214

Posts

EW NEWBIE

Latest post on 17 November 2011 - 10:40

similar case happened with me , but with THEone. Make enough noise, demand you speak to the manager and his/her manager. Ask for the owner's name and number and threaten to call municipality and department of development and commerce believe me, that will get you somewhere with these ppl!

outheredxb26999

298

Posts

EW NEWBIE

Latest post on 16 November 2011 - 08:30

Disgraceful! I believe you have a case there but I don't know how to go about it. Sorry

870

Posts

EW GURU

Latest post on 16 November 2011 - 08:25

the sort that leaves a bad taste in your mouth. we bought a lot of crockery (and other stuff in there and its not cheap!) which they packed, got it home and there were chips on the first 3 pieces out of the 5 we unwrapped, so we took it back within 3 hours of purchase - they refuse to refund the money back to my credit card. they say we have to have a pottery barn gift card. their shop policy does say refunds with p.b. card and exchange within 7 days - thats the first part of their policy. the second half says refund or exchange on faulty goods. we had faulty good, so why no refund. marks and ikea will refund on faulty goods in cash or to your card. this is pathetic, the assistant manager was useless, just repeating policy policy like a stuck record. the manager conveniently wasnt available. by this time they had returned all what we had returned to the shelves, so we came out with nothing. do we have a case with consumer rights dubai? ah i think time for another cup of tea and a pet of my pups.

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