Pfaltzgraff customer service horrible

13 years ago

Just thought I'd share this to save others the headache I'm dealing with. About a year ago I ordered six complete place settings of Pfaltzgraff's Yorktowne pattern to supplement my collection. Right after receiving it I decided to start planning my kitchen remodel. I never opened the box thinking that I may need to return it should I choose colors that didn't match. Well, here it is 12 months later & they won't take back an unopened box of there most popular pattern! I know that 12 months is a long time, but please, they will never retire this pattern. So now I'm either stuck losing time posting it on eBay or taking up space in my basement. I even told them that I didn't want to return the items; I wanted to exchange them for a different pattern. Still no luck!

Am I being unreasonable here? I know I've kept these items too long, but were it me I wouldn't lose a customer over it especially when I could turn around and resell the brand new items.

Sorry for the venting... hopes this might help someone else!

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Comments (6)

Buehl
13 years ago
I'm sorry you had issues with them. I can see both sides... I, however, have had all good experiences with Pfaltzgraff customer service. They have always been very responsive to questions. I even talked to them about their testing methods when I learned their dishes are now made in China (Pfaltzgraff was sold to a different company a few years ago).

A couple of years ago I ordered additional cereal bowls for my set (yes, Yorktowne!). When I got them I realized the pattern was a little different and the bowls themselves were slightly smaller. I called to ask about it and they told me it was the result of the new manufacturers of their dishes. They offered to send me, free of charge, replacement bowls for all the bowls I had so I would have a "matching" set and all would go together. Naturally, I took them up on it!

To me, that's great customer service. Again, I'm sorry about what happened to you. Did you try talking to a supervisor?
rhondamom3
13 years ago
Yes i am also sorry. I understand where you are coming from but if there return policy says anything about no longer then 30, 60 or 90 days. They just can't take it back no matter what.
I also have had great customer service. I collected naturewood. And did lots of shopping through them. They were Always really nice. I received a dish once that looked little off to me when i called to tell them they said they would gladly send me another and to keep the one i already got.
Did you get to talk to a supervisor?
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pupwhipped
13 years ago
Your subject line caught my attention because I had the exact opposite experience. Granted, I called immediately when the item I ordered had a slight crack in it. They sent a replacement out "toot sweet" and I complimented them on their service. One year??? Come on, think about it.
alwaysfixin
13 years ago
Am I being unreasonable here? I know I've kept these items too long, but were it me I wouldn't lose a customer over it

Yes, you are being completely unreasonable. 12 months is an unfair amount of time to expect a refund. Especially when there is nothing wrong with the dishes. As to losing a customer, no retail establishment would want a customer who demands a refund after 12 months. If "it were you" as you said, i.e. your business, your bottom line, your money out of your pocket, I can't imagine that you would want a customer who demands that either. You said you didn't even want "to lose time" selling it on eBay! Pfaltzgraff will lose time and money.

BTW, Craig's List will be a better bet than eBay since you don't have to worry about shipping the dishes.
lascatx
13 years ago
I have to agree that a year is too long to expect them to take something back. It's a risk you take when you start buying things before your plans are in place. Any profit from that sale has long since been used to pay salaries and other expenses. Plus, if there have been any tweaks in the pattern since in the last year or so, that set may not be an exact match for what is out there now and you'd be asking them to eat that. And quite frankly, a lot of folks aren't honest with stores and companies and would save the box and return a set they'd be using. The longer the time that has passed, the greater the risk to the company and most folks know that the majority of companies honor returns for 30 days with most of the remainder being 60 days -- a few go to 90.

I also have to agree that the customers a business would be most wiling to lose are those who expect exceptions or who create problems.

Posting an ad to sell the set on CL (good idea about not having to ship), the local grocery store bulletin board, local newspaper or even ebay won't take you that much time. You probably spent longer talking to the company and posting here. Get what you can for them and look for a good deal on the new set.
noellabelle
13 years ago
Maybe you could also put something to the effect that you'd be willing to trade. Perhaps someone else is tired of their pattern, and you could swap?

I was just curious if they still made my pattern, and I found the link below. I remember mine costing quite a bit more, and I love that I don't grow tired of this pattern.

Here is a link that might be useful: filigree pattern service for 12

Pfaltzgraff customer service horrible

Comments (6)

Buehl

rhondamom3

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alwaysfixin

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