Complaint / review text:
We are very disappointed with our experience with Pottery Barn. We received a rug for our daughter's room two years ago and since then the rug has developed a burnt rubber smell as well as a white powdery residue on the floor beneath where the rug sits. We have tried cleaning the rug and using other products to get rid of the smell, but nothing works. It seems clear that the rug is defective. I emailed customer service 10 days ago, and never received a response. Today I called customer service and gave them the name of the person who gave the rug to us (so they could look up the order) however I was told that Pottery Barn will not do anything about this.
First of all, terrible customer service for not even having the courtesy to respond back to a serious complaint about one of their products. Secondly, terrible customer service if they cannot even repair or offer any kind of amends for a product that is seriously flawed. It is clear that the rug is breaking down after only a few years and is unusable. For the price one pays for these items, I would expect better service and a higher standard of quality, but Pottery Barn is nothing more than a big business that doesn't care for its customers. I'll be sure to post multiple reviews about my experience.