When it comes to decorating our new home I enjoy looking at the Pottery Barn catalog for ideas. I watch closely at how they design and accessorize each room using their products.
As I wrote in my earlier post Decorating Our New Home Using Antiques and Turquoise, I was planning to order their Turquoise Cambria Dinnerware set.
When shopping for dinnerware I did not want anything made in China. The set also needed to be microwave, dishwasher safe and turquoise of course!
While reading their blog I found the article, “Behind the Designs: Our Cambria Collection“. The article explains how each piece is made, much of the work is done by hand and in Portugal.
I ordered the set and couldn’t wait for it to arrive.
When the boxes were delivered I opened each one carefully. The dishes were packed perfectly with thick cardboard inserts. As I inspected each dish one of the plates had a small discoloration with an unpainted area.
Immediately I emailed their customer service department and let them know. I wanted to find out how they would like me to send back the one plate as I was extremely happy with the rest of the set.
By the next morning there was an email in my inbox from Elizabeth, Pottery Barn Customer Service Department. She stated, “I am sorry to hear that your Cambria Dinner Plate was received with no paint on the bottom. I welcome an opportunity to correct this to your satisfaction. I have submitted a request for a set of four Cambria Dinner Plates in Turquoise be sent to you. You should receive them on or around July 28, 2014. There is no need to return the defective plate. I apologize for the inconvenience. I hope this helps and that you have a good day!”
Wow! I was impressed, of course I knew they would exchange out the plate but I did not expect that type of exemplary customer service.
People are usually so quick to post complaints. Instead, I would like to take the time to thank Elizabeth and Pottery Barn for handling this situation so quickly and how perfectly unexpected it was to receive another set of dinner plates to add to my collection.
The new set arrived unblemished and perfect. We are enjoying our dinnerware and I will continue to purchase from your company.
“Here is a simple but powerful rule: always give people more than what they expect to get.” ~ Nelson Boswell
Pottery Barn definitely exceeded my expectations, thank you Pottery Barn!
The turquoise color of the dinnerware set has been part of the inspiration for some of the colors I chose for our new home. I will be sharing more as we get settled in.
Has a company impressed you? Please share your experiences in the comment section below.