October 7, 2013

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.

2 comments:

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

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    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? :)

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