I called Donna Karan Home and spoke to a less than helpful CSA. Thinking that maybe I had just hit someone on a bad day, I sent them the following email:
In November of last year I ordered several products from your Confetti Bath Accessories Line. Specifically, I ordered a wastebasket, cup, toothbrush holder and two lotion dispensers. Unfortunately, one of the lotion dispenser pumps has broken. I spoke to customer service this morning and was told that the items were out of stock and that there was nothing that could be done. It was suggested that I could check out discounters for items from the line.
This is not an acceptable solution. The items were bought as a set and without another pump, the set really isn’t usable. I don’t think it is unreasonable to expect a product carrying the Donna Karan name to last more than 10 months. Further, being told that the item could not be replaced or fixed and that it was only returnable for 30 days (and no offer of a refund) has lead me to the unfortunate conclusion that Donna Karan doesn’t stand behind their products.
I’m attaching pictures that will show you the set that I purchased including the broken pump. I would be very pleased if it could be fixed with a new pump or replaced. If not, the very least I expect is a refund of the price of pump. I am very unhappy with the performance of your merchandise, and hoped your customer service, at least, would better reflect Donna Karan's reputation.
And here's their response:
Thank you for contacting us! We are sorry for the issues with the lotion dispenser. Unfortunately this is a discontinued item that we no longer have in stock. Once our items are discontinued the remaining stock for those items are sent to the close out stores such as TJMaxx, Marshalls, HomeGoods or Tuesday Morning stores. With this in mind, a replacement would not be possible as we no longer have the stock to send a replacement. Our refund policy states that a request for a refund must be made within 30 days from the date of purchase. Even if a request for a refund had been requested within the 30 days, a refund for just the pump cannot be done as the lotion dispenser, pump and bottle, are sold as a unit and the price cannot be broken down for just the pump. The only option that we have at this point would be that we could offer you a promotion code off 20% off your next purchase through DonnaKaranHome.com website.
Edited to add: When I bought these items, they did not have the 30 day return policy on their web site. I wonder why they decided to change that...hmmm
After reading your comments - this is probably a 'company policy suck' rather than a customer service suck. Mea culpa.
No thanks, DK, I wouldn't spend another cent on your crappy made in China junk that you sell at inflated prices.