Pottery barn sent me towels that came apart in multiple places. Refused return because item was

[Anonymous]

Anonymous wrote:That's too bad. But you shouldn't expect to be able to return something you've washed. I totally understand their policy.

Their policy is insane. Their products should be able to stand up against a machine washing...and if they can't, they're not quality and the customer deserves a refund!

[Anonymous]

Anonymous wrote:

Anonymous wrote:Thanks for the warning, OP.

I've bought organic bath towels from them before, and they have never come apart, but they don't seem to dry very well, for some reason...

I've become suspicious of PB in general - they have lovely things, but the quality does not justify the price.

Do you mean that they don't absorb water, like when you are trying to dry your hands or body on them? If that's the case, then likely the problem is that you are using fabric softener when washing them. You shouldn't use fabric softener on towels. The softener coats the threads and inhibits the ability to absorb water.

If you mean that they absorb water (like in the wash) and then won't dry (like in the dryer), then you might want to check your dryer vents. If your dryer vent is clogged with lint then the humidity will have a harder time escaping the dryer and it will inhibit the drying.

I meant that the towels don't dry our bodies too well. Due to allergies I never use fabric softener. Perhaps it's my brand of detergent?

[Anonymous]

I'm really having a hard time believing there's not more to this issue. Have you had a huge # of returns with PB, OP? Any other details you're leaving out?

I have had nothing but superb customer service from PB. In fact, the most recent instance was more than satisfactory! Last year, the handles of the two Easter baskets I purchased online seemed flimsy. I knew they weren't supposed to feel that flimsy, because I'd handled them inside the store before. I went to the store to exchange them, but they were sold out, so I called the online store to see if I could place another order real quick, then return the defective ones later (since it was getting close to Easter). They ended up being out of stock online as well, so it looked like I was going to be stuck with 2 liners and either no baskets or not-quite-right baskets. The customer service rep was so apologetic, she ended up refunding me 100% for both baskets AND letting me keep them.

I love PB.

[Anonymous]

Anonymous wrote:

Anonymous wrote:That's too bad. But you shouldn't expect to be able to return something you've washed. I totally understand their policy.

Really? Because if I washed new towels and they fell apart, and the company didn't stand behind their product, I'd never shop at that place again. Just reading this makes me less likely to shop at Pottery Barn.

+1 Reinforces my belief they are overpriced and that half of what they sell is crap. If towels, which ARE MEANT TO BE WASHED, fall apart after one washing, they are not worth the money spent. Any company that won't stand behind their product and treat customers fairly deserves a huge PR backlash, IMO.

[Anonymous]

Had a receipt when I went to the store. Spoke to the manager, they spoke to someone on the phone. Still said no. This was all within a week of the towels arriving. I have email after email of speaking to different people. They all said no to the return because the item "wasn't in new with tag condition. " they didn't even come with any sort of tag. My machine has never ripped up another brand of towel.

[Anonymous]

OP here again. This was my first return with the company.

[Anonymous]

Anonymous wrote:

Anonymous wrote:This is why they don't put reviews on their website. It's annoying. I'd be inclined to write an email to the company before writing on their Facebook page.

Include a link to this thread. I am a NP and was thinking of getting new kitchen towels from PB. Guess I will be going with William Sonoma instead.

Owned by the same company.

[Anonymous]

Anonymous wrote:

Anonymous wrote:

Anonymous wrote:This is why they don't put reviews on their website. It's annoying. I'd be inclined to write an email to the company before writing on their Facebook page.

Include a link to this thread. I am a NP and was thinking of getting new kitchen towels from PB. Guess I will be going with William Sonoma instead.

Owned by the same company.

Go with Target. Honestly, they have nicer quality than WS and PB. I have WS kitchen towels and am not impressed. While my target ones are awesome and wash well. WS ones has snags after a year. Target ones, even my old 10 year old ones I use for rags are still bright and no threads loosened.

[Anonymous]

Same issue here! They wouldn't return the items after being washed. Literally the stitching came apart with one wash

[Anonymous]

Anonymous wrote:Had a receipt when I went to the store. Spoke to the manager, they spoke to someone on the phone. Still said no. This was all within a week of the towels arriving. I have email after email of speaking to different people. They all said no to the return because the item "wasn't in new with tag condition. " they didn't even come with any sort of tag. My machine has never ripped up another brand of towel.

Okay, now I think it's time to go with the public shaming avenue. Post something on their FB page and see if that gets the attention of some higher up who truly understands customer service.

[Anonymous]

Their customer service suc ks.

[Anonymous]

Go to a different store and tell them they were never washed.

[Anonymous]

OP - Were they Marlo Jacquard Organic 600-gram Weight Bath Towels or Hand Towels?

[Anonymous]

Anonymous wrote:

Anonymous wrote:Had a receipt when I went to the store. Spoke to the manager, they spoke to someone on the phone. Still said no. This was all within a week of the towels arriving. I have email after email of speaking to different people. They all said no to the return because the item "wasn't in new with tag condition. " they didn't even come with any sort of tag. My machine has never ripped up another brand of towel.

Okay, now I think it's time to go with the public shaming avenue. Post something on their FB page and see if that gets the attention of some higher up who truly understands customer service.

+1

That's completely bullshit. They're towels. They're meant to be washed and they hold themselves out as purveyors of premium products. Are they saying that they don't honor returns for defects? I'm not sure that's even legal as a policy. Definitely post and shame with pics on FB amd Twitter.

[Anonymous]

Anonymous wrote:I meant that the towels don't dry our bodies too well. Due to allergies I never use fabric softener. Perhaps it's my brand of detergent?

Which brand of detergent? Is it one that has built is softeners? Do you have issues with other towels or only these ones? If only with these ones, then it is unlikely to be the detergent but as you originally surmised, probably some defect in the towels. I remember my MIL purchased towels that were "pre-softened" and it took several washings without fabric softeners to get them to be more absorbent. Essentially you had to wash the fabric softener that was put on in the factory off.