Skip to main content

Pottery Barn Kids Creepy Marketing

I'm well aware my search habits lead to targeted ads. The number of Wayfair and Aveda ads I come across makes it clear I have a "two-track" mind, skincare products and cruiser bikes. The other day, I was looking to see if there are competitors to the American Girl doll brand and came across a Gotz doll in a Google search. Since I wasn't familiar with that name, I Googled again, clicked a link, and found the doll is produced by Pottery Barn Kids. That was it. I left the site and went about my day.

A couple days later, I got a marketing email from Pottery Barn Kids with the subject, "Thanks for Your Interest In: Gotz Doll Collection."

Seriously?

My only experience with Pottery Barn Kids is the school lunchbox I ordered for my daughter a few months ago and the quick click to see what that doll brand was about and I get an email about my visit to their website? That's taking cookies to a whole new level. Creepy.

The thing is I'm sure I have a PBK account from when I ordered the lunchbox, but I wasn't logged in when visiting and I am not a frequent customer. If I'd added something to my cart and then left the site, then ok, remind me. But this was just plain weird.

I responded to the marketing email saying it was creepy, not expecting anyone would be monitoring replies. However, very quickly, I got a message back from Pottery Barn Kids.

Hello Ms. LeVan,

Thank you for contacting Pottery Barn Kids. We apologize for any inconvenience. That does sound pretty creepy. Do you want us to remove you from our email list?

Happy Halloween.

If we may be of any further assistance, please contact us via email. Alternately, you may contact our Customer Service Department directly at 1(800) 290-8181 from 6:00am to 11:00pm (CST), seven days a week.

Kind regards,

Philip Adona
Pottery Barn Kids
Customer Service


I got a real response from a real person and he actually said, "that does sound pretty creepy." I laughed out loud and realized that sometimes customer service can truly salvage a bad experience. After responding with a thank you and yes, he once again replied:

Hello Ms. LeVan,

Thank you for contacting Pottery Barn Kids. We apologize you received a creepy email.

We have removed your email address from our promotional list. Please know it can take up to 10 days to process. We do appreciate you patience.

You should not receive any paranormal emails anymore. :)

Kind regards,

Philip Adona
Pottery Barn Kids
Customer Service
800 290 8181


I absolutely love that last line. So thank you to Philip with PBK. Because of him, I'll probably actually buy something on the website next time I visit.

Comments

  1. Love it!! Custome service really does make a HUGE difference!

    ReplyDelete
    Replies
    1. So many companies get customer service all wrong, but Pottery Barn definitely has it figured out. I've also been pleased with service from Honest Company, Fabric.com, and Francesca's. What's your favorite customer service experience? :)

      Delete

Post a Comment

Popular posts from this blog

Garnier Olia Hair Color Review

BzzAgent sent me a coupon to try Garnier Olia haircolor and I was super excited to try a new color. Anyone who knows me knows that I've been coloring my hair since I was 13 years old. I've tried many shades from bright blue, purple, and fire engine red to pricey complex process salon dye jobs. I've stuck to mostly brown shades for the past couple of years and wanted a change. Most of my adult life, I've used either reddish tint or bolder rusty reds, so it seemed like a fun idea to go back to that for a while. Honestly, it was a little challenging to pick a shade I wanted to try because my experience with box color "light" and "medium" seems different from the example photos on Olia boxes. The brown and red shades look darker than what I would call "light," for example. At Walmart, there were 14 of the 24 Olia shades in stock, which narrowed down my choice. Since I was fearful of trying any light colors in case they were too light for

eSalon.com Hair Color Review

It's now May 2014 and since my original review, I've had a chance to fly out to eSalon and see how orders are processed, learn the right way to apply color, and find out the differences between box color and eSalon color.  I learned a lot and have a totally different perspective now and would definitely recommend giving eSalon a try. When you order from eSalon, be sure to upload a current, well-lit photo of your hair and don't hesitate to ask their color experts for advice. The eSalon team are experts. Let them help you find the right shade and apply color correctly. It's a learning process if you're used to box color products. Last August, I tried  eSalon . At the time, I found the color was fine in that it was even and matched what I had seen online for that shade, but it wasn't really what I was going for. eSalon's customer service was helpful, with a colorist calling to explain how their product differs from what I buy in-store and the risks of g

Pottery Barn Kids Lunch Bags: Cute, but Annoying

When my daughter transitioned to "big kid school" this fall, I bought her a personalized lunch bag from Pottery Barn Kids. This was our first time having to send lunch to school, so I wanted her to enjoy carrying the bag and also have it be practical. She's just turning 4, so it was important that she be able to open the bag herself and carry it from the car to the lunch cart without assistance. Pottery Barn Kids offers a slew of fabric patterns and four bag styles. Penny picked the MacKenzie Chocolate Zebra classic lunch bag , which is a fairly standard size and shape lunch box. We paid $7 to have her name embroidered on the bag, which I figured was worth the price to ensure her box isn't mixed up with another kid's lunch. I let Penny pick the font and thread color and ordered online. Pottery Barn Kids Classic Lunch Bag Our classic lunch bag has now been used every weekday for nearly three months, but it looks more like a year old. It's still functio