Customer Service and @PotteryBarn

Pottery Barn Cambria
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.

photo by:
Lisa Ladrido (66 Posts)

Lisa is an R.N. Mom Blogger and the author of Mom Blogger Buzz. She writes about Social Media, Technology, Product Reviews, Blogging Tips, Travel, Family and Health. She and her husband live in the Seattle area. They have 5 sons, 4 grandchildren and 3 furry four legged children!


62 comments for “Customer Service and @PotteryBarn

  1. Robin (Masshole Mommy)
    September 10, 2014 at 7:32 AM

    Wow – way to go Pottery Barn. It’s nice to hear about great customer service like this.

  2. September 10, 2014 at 7:46 AM

    Their things are pricey but excellent quality and they do have fantastic customer service.
    Heather recently posted..Saving Money and Looking Great with VSP Vision Care Giveaway!My Profile

  3. September 10, 2014 at 10:00 AM

    You definitely experienced great customer service! And I love dinner wear. :)
    Amy @A Day In The Life Of Mrs. Glass recently posted..Adfilic Bluetooth Stereo Portable Wireless Speaker Review and GiveawayMy Profile

  4. September 10, 2014 at 10:01 AM

    The best customer service I have had lately was with Keurig when we bought our new coffee maker it had a great offer to buy coffee through them. I got I think 4 big boxes of coffee for $40 but when it got to my house there were two boxes missing. I immediately emailed them and they sent me four more boxes for my trouble and I got them in 2 days! I was very happy with them and am still ordering coffee from there.
    Rena McDaniel recently posted..ABOUT “AROUND CHARLESTON”My Profile

    • November 22, 2014 at 10:07 AM

      Wow that is awesome Rena! They have made a lifetime customer out of you for sure! Thank you for sharing your experience!
      Lisa Ladrido recently posted..Customer Service and @PotteryBarnMy Profile

  5. September 10, 2014 at 12:25 PM

    wow they were really good to you. That is amazing costumer service.
    becca recently posted..Swapoween sign upMy Profile

  6. September 10, 2014 at 1:37 PM

    I think customer service says so much about a company and I’ve stopped shopping at stores with poor service. I’m glad to hear Pottery Barn came through!
    Lois Alter Mark recently posted..win kn karen neuburger pajamas and a trip to miraval!My Profile

  7. September 10, 2014 at 3:09 PM

    I used to love Pottery Barn. I haven’t been to one in ages. They have the best stuff.
    Everyday Living with Chrys recently posted..Homemade Migraine RemedyMy Profile

  8. September 10, 2014 at 3:18 PM

    Kudos to Pottery Barn. That is so great when you find a company who is willing to stand behind their products. There aren’t many of them left out there.
    Terry recently posted..SteriPEN Classic 3 For Safe Purified Drinking Water. Anywhere. Anytime ~ Great For Hunters, Hikers, Anyone!My Profile

  9. Helene Cohen Bludman
    September 10, 2014 at 3:43 PM

    That is so good to hear. I love Pottery Barn and bought a desk there last year.

  10. Pam
    September 10, 2014 at 4:03 PM

    Wow, that is some great customer service! Hearing stories like this always makes me more likely to shop at a store.

  11. September 10, 2014 at 5:47 PM

    I love hearing about great customer service, that is SUPER important :)
    Chrissy recently posted..One Direction Makeup and Miami Experience Concert GiveawayMy Profile

  12. September 10, 2014 at 6:00 PM

    WTG Pottery Barn. Customer service is something severely missing these days.
    Nolie recently posted..Road Trip ~ Wordless WednesdayMy Profile

  13. September 10, 2014 at 7:15 PM

    What a kind company who really has compassion to their customers. Nice dinner set!
    Mel Cole recently posted..Course 4 Wilton Cake decorating – 1st and 2nd day UpdateMy Profile

  14. September 10, 2014 at 8:10 PM

    I LOVE Pottery Barn! And I find it very important to let people know when I’ve received good service, because too many people complain, and it’s nice to let people know when they’re appreciated!
    Kristen from The Road to Domestication recently posted..Home Matters Link Party #5My Profile

  15. September 10, 2014 at 8:19 PM

    Makes me happy when I hear great customer service stories like this! Pottery Barn is alright in my book! =)
    Marielle Altenor recently posted..Abigail and the Jungle AdventureMy Profile

  16. September 10, 2014 at 8:46 PM

    This is great to hear as we’re looking to get a few key pieces from Pottery Barn and knowing they have good customer service makes the decision to proceed a bit easier. Thank you!
    Lori recently posted..National TV Dinner DayMy Profile

  17. September 10, 2014 at 9:18 PM

    I love when companies excel at customer service and take the time to make sure customers are happy. Pottery Barn rocks!
    Nikki recently posted..For the Love of Play: One Super Easy Way to Get Kids Active + Giveaway #QuakerPlayMakerMy Profile

  18. September 11, 2014 at 6:09 AM

    Wow! I love that they are so customer driven. I had a great experience at Zappos, they say yes to anything. “Can I grab a ride to the moon? Of, course!”
    Jessica (Savory Experiments) recently posted..LimoncelloMy Profile

  19. Pam
    September 11, 2014 at 7:53 AM

    I love Pottery Barn. They have such beautiful things for the home. That really is great customer service. Glad to hear something positive like that.

  20. September 11, 2014 at 8:09 AM

    I’ve not even been in a Pottery Barn, but if you had a great experience, I hope they are awesome across the board!
    Ashley Gill recently posted..Tiny Prints — Enjoy 20% Off Halloween Card or Invitation Orders!My Profile

  21. September 11, 2014 at 9:44 AM

    Happy to hear that! With their prices I would hope their service would be top notch.
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  22. September 11, 2014 at 11:14 AM

    I love when they do things like this. It truly does make a difference for me and keeps me purchasing! Those are lovely, by the way.
    Liz Mays recently posted..How To Pack Like a ProMy Profile

  23. September 11, 2014 at 3:49 PM

    Pottery Barn is a great resource for decorating your home. I like sourcing items from them every once in a while for my clients

  24. Melissa Smith
    September 11, 2014 at 5:51 PM

    I have never ordered anything from Pottery Barn, despite always circling a million things form their catalogs. Of course now that I know how good their customer service it, I may order sooner than later. Thanks so much for sharing your experience.

  25. September 11, 2014 at 6:22 PM

    That’s so great to hear that a company actually cares about making a customer happy! The dinnerware is beautiful too!
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  26. September 11, 2014 at 9:38 PM

    That is some great customer service! What a nice little bonus you got, and your dishes are beautiful!
    Theresa recently posted..Wordless Wednesday ~ Silly BoyMy Profile

  27. September 11, 2014 at 10:05 PM

    I completly agree your dishes are beautiful and dinner guest ready. great customer service is so hard to find these days. It’s nice to see a pleasent review we often don’t mind going out of our way and telling everyone how awful service was but we hardly go out of our way to brag about how great some of the really good ones are.

  28. September 22, 2014 at 9:23 AM

    It is so nice to read a positive customer service review. Usually we only hear the bad things. Good job Pottery Barn. And those dishes are absolutely gorgeous!
    Mitzi Rice recently posted..Friday Finds – Vintage DeskMy Profile

  29. November 21, 2014 at 6:44 AM

    Thanks for writing this review! Do you mind if I ask you how your beautiful blue dishes are doing? We registered for this lovely set and have been using them since September and are noticing that they are significantly fading! We are really sad to see this happen. Our local store told us to bring them all in for replacements (very nice, but what a pain!) They never heard of this set fading, so they don’t know if they are just a ‘lemon’ batch or if there is a bigger issue. We aren’t sure if we will just exchange or go for a different color or set. We just love love love this blue! I’d love to know your experience so far!

    • November 22, 2014 at 10:01 AM

      Hi Dori, I am sorry to hear that. Mine have not faded and we use them all the time. I am sure it must be a bad batch, but it is strange that would happen if they are glazed. I hope the store will replace them for you like they did with our one plate. Let me know how it goes.
      Lisa Ladrido recently posted..Customer Service and @PotteryBarnMy Profile

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  31. August 5, 2015 at 12:23 PM

    I look to PB for inspiration as well. I tend to buy PB accessories since my budget can afford those easier than the furniture. My kids have PB quilts & bedding and they are very high quality!
    Jessica recently posted..Wordless Wednesday: North Bay Shore County Park on Lake Michigan in Oconto, WisconsinMy Profile

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