christy christopher from North Vancouver

I don't even know where to begin with the abysmal and almost laughable customer service from Pottery Barn kids and I write this now to warn parents of newborn infants about their level of quality control. Firstly, Pottery Barn kids tries to brand itself as a somewhat upscale choice for infant products and at the premium they charge one may expect them to stand behind their merchandise. As a mother of twins who recently spent well over $1000 on cribs at their store and is always buying double of everything you one may think I would be considered a valued customer. In the last two months I also spent over 10 grand at their Pottery Barn store on furniture and my husband is in the design business dealing with potential referrals to their store every day. None of this was enough to show to show any level of customer service for the events that unfolded. When ordering my nursery carpet I was somewhat hesitant as I was told the rug would take 2 months to arrive but it matched the cribs I had already purchased from them and decided to wait. When the rug arrived my husband commented that it 'stunk' but after being pregnant my sense of smell was shot and after an epic wait I was excited to open it. As he cut the plastic he continued to comment on its smell but continued to unravel it as my 1 month old infants slept in their crib. We were pretty shocked to discover that the carpet was wet and that black mold had begun to grow. This carpet had been stored in its plastic in my infants room for 4 days before the weekend and a chance to set it up. I am assuming that every parent may freak at the concept of mold in a newborn's nursery and that Pottery Barn would be somewhat mortified that they delivered a moldy carpet sold for a nursery. No such luck. When I phoned their Vancouver store the manager offered no apology and only an option of a refund or reordering the rug and waiting another two months. It was almost comical and I was in disbelief as he acted like this happened all the time. When he asked me what I wanted and I responded 'maybe an apology' it was verbally offered but with little sincerity and with no offer of any additional investigation. Maybe I'm crazy but I think most parents of newborns may expect Pottery Barn kids to want to look into why they are sending out moldy kids' carpets as um according to Health Canada mold is kind of a dirty word these days. After fighting with them for a week they eventually offered a gift certificate and half price off the carpet cost to reorder. Well the gift certificate never arrived and I only received a receipt in the mail that the carpet had been refunded but not reordered at half the cost. No note, no apology. If I had checked the US reviews before I would have seen how shoddy their service is and they should not be dealing with children's merchandise in any way.