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I purchased 2 x Lucas Bar Stool from PB (w/intl shipping to Singapore) early Aug. Received delivery of 1st bar stool on Aug 20 but it came with a broken leg. I reported it to their Intl PB customer service by email with photos of the damaged stool and Peggy M of their customer service confirmed that that a new one will be sent as long as I return it using the return instructions from Borderfree - which I did on Aug 22. Coincidentally, the 2nd bar stool arrived the next day. After that I sent an email reminder asking when I will receive the replacement order - to which they replied that the replacement has been issued and that the shipping will take 5 - 7 days at Borderfree. On Sept 6, I sent another email reminder asking about the replacement and was informed by their Peggy M, that it has not shipped yet with an arrival date to Borderfree between Sept 12 and 15th. On Sept 15, I sent them another email and told yet again by Bree S, that UPS is anticipating delivery to Borderfree Warehouse on Sept 16. After that, it was nothing but silence. I made a couple of calls to the Intl Customer Service hotline and was told that they will call me back on my mobile after they speak to the supervisor. Again, radio silence. On Sept 27, I demanded the status of the case and only to be told by Celena K, that it appears I "have received a refund on Aug 30...the return was made and created however when the replacement was issued in Borderfree, it was marked as for a return refund credit and not a replacement in their system". I checked my credit card statement but NO SIGN OF REFUND UNTIL TODAY!!!!! Georgia G then told me to contact [email protected] for help regarding the refund status. However, Anup @ Borderfree told me to go back to Intl PB Customer service because the products, Consumer experience, return & cancellation policies are all managed directly by pottery barn. WTF!!????!!!