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Natalie of New York NY (03/12/09)
On March 11, 2009, I called Pottery Barn to tell them a severe odor from the Ajanta tufted wool rug I purchased in April 2006. I had attributed my breathing problems that started about 18 months ago to the rabbits in my sister's home. It seemed that for a few days after returning to my NYC apartment, the breathing issues subsided but still remained. I now know it subsided because my windows being opened reduced the concentration of the odor. My doctor had prescribed inhaler and meds, and even suggested it could be stress related, which I knew was not the case. Meds were no help.
When I called Pottery Barn today, I urged the specialist to look into it, even though she told me the rug purchase was nearly three years. My insistence that what I was reading online about latex deteriorating over time is a defect & poor manufacturing prompted her to tell me she'd look into it and get back to me within a few days. Minutes later she called back & told me that they would arrange for UPS pick up of the rug and premium pad right away. Her supervisor asked if the rug purchase was made in 2006, as they had defects in rugs at that time and would replace it and the pad for the purchase amount, or give me a card with the same amount on it for other purchases. As we're required to have rugs in apts for sound reduction between units, I asked if there were any chance of the same odor developing and she assured me it only happened in 2006.
I went online and selected new rug, called & spoke with a sales agent and asked if I upgrade to 8x10 instead of 5x8 I currently have, will they consider price allowance for the breathing issues, meds, doctor visits & threatening my sister's rabbits with ideas to shoot them (lol). The sales agent is looking into it and will call me tomorrow. While I'm pleased Pottery Barn is taking back the rug and pad, they did not answer why I was not notified of the defect. Obviously, Pottery Barn - like many businesses - cares more about profits than the health of their customers. Lesson: call and be insistent! Fortunately, this was not a drawn-out battle, but does that mean it's because PB knows it's a greater health risk than I even think? I am very concerned and seeking more information. Please help.
Severe breathing problems, headaches, dizziness, nausea. Doctor prescribed inhaler and meds, although I have no history of any breathing issues/allergies. I lost my long-time high-end job over medical issues not being resolved. As long as I keep my window open with an exhaust fan running constantly, the symptoms are reduced but still compromising. Andrea of Jay, NY February 21, 2009
Andrea of Jay NY (02/21/09)
We own a PB Shag carpet 8x10. The carpet smelled really badly for a long long time. In addition it is shedding. We thought it would get better but it didnt.
One of our friends babies had so much of the fuzz in its mouth that it choked and we had to clean his mouth. So we complained - just wanting to have the carpet replaced and not wanting to take any legal actions. But I was told (by an associate named Harriet Wilson) that the case was transfered to the legal dept. and that it should take 2-3 weeks (I checked again 4 weeks later and was patient) . That was on Jan 10, more than 6 weeks ago. I am done waiting!
We were freaked out about the baby and I certainly do not want that to happen again because the carpet is in our vacation home that is used by our friends without our supervision. Kurt of Dallas, TX January 19, 2009
Kurt of Dallas TX (01/19/09)
I purchased 4 chairs from Pottery Barn in 2007 for a new house we recently purchased. After moving into the house, we noticed a very strong odor coming from our family room. The odor was only noticed on hot days. I contacted my builder who had our AC inspected, checked the plumbing for sewage leaks and even had the air quality checked by an environmental firm. The environmental firm was checking for sewage gases. We decided to empty the room and remove all the sheetrock as a last resort. The odor disappeared once we emptied all the furniture from the room. The odor was very strong in the room where we stored the furniture.
I was able to isolate the odor to the chairs I purchased from Pottery Barn over 2 years ago. I contacted Pottery Barn to request a credit and asked them to test the chairs to see if the odor was hazardous. They agreed to issue a credit but said they would not have the chairs tested. Their legal department advised them the odor was probably coming from the chemicals used to dye the leather. I am very skeptical that the dye would omit this type of odor after 2 years. I again requested that they have the chairs tested but have not received a response. What should I do next? I have 2 little children in the house and Im worried they have been exposed to something hazardous.
Daniel of Ny, NY December 22, 2008
Daniel of Ny NY (12/22/08)
A check for 23.82 was sent to Pottery Barn dated August 4th and sent Aug 4th. It was processed on Aug 27th. They have been charging me for a late fee via mail and at 8:30 am every morning! The fee increases every month and now it is in excess of 80.00!
I am 81 years of age and have been a customer of Pottery Barn for many years. I have paid for every item purchased from thier stores. The aggrivation is emense and I need help in stoppong the harassment! S. of Williamsburg, VA November 24, 2008
S. of Williamsburg VA (11/24/08)
After taking off work to be home for a scheduled delivery (which was made with the delivery company) of the PBteen Sleep & Study Loft Bedroom furniture I ordered, no one showed up. When I called the delivery company to find out why no one showed up, I was told that they canceled the delivery because some of the items were damaged when the shipment got to their warehouse. When I asked why they didn't tell me they weren't coming, the person I spoke with told me it wasn't their job to call me and that someone from PB Teen should have called me to let me know. No one did!
A second delivery was arranged with PB Teen for the following week. I took off from work again. This time the delivery truck showed up, but the order was missing parts! We're now into the 3rd week of using an air mattress and still no bedroom furniture. The biggest disappointment in this whole mess has been the lack of integrity and professionalism on PBteen's part.
When someone from PB Teen tells me they will call and give me an update, I expect them too. Unfortunately, that did not happen and I had to call them to get updates and fight for resolution. I am unimpressed with their customer service and lack of integrity. I would have gladly canceled the order long ago, but my teenage daughter has her heart set on this new bedroom furniture. I'm hoping she gets it in time for her Birthday Celebration and sleep over on Dec. 5th.
George of Laurel, MD September 4, 2008
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