ComplaintsforWilliams Sonoma, Inc.

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Current Alerts For This Business

Pattern of Complaint:

Williams Sonoma came to BBB’s attention in June 1976. A review of complaints was done in June 2024. Based on BBB files this company continues to have pattern of complaints. The pattern found is complainants state continued delays with the delivery of items. BBB has reached out to Williams Sonoma to address BBB’s concerns. To date, the company has not responded to our request.

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Initial Complaint
11/09/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I am seeking assistance in resolving a prolonged issue with Williams Sonoma regarding funds associated with our wedding registry returns. On September 30, 2022, Williams Sonoma issued four eMerchandise cards for our registry returns with the following order numbers and amounts: Order ************ - $195.47 Order ************ - $449.71 Order ************ - $380.13 Order ************ - $195.47 While each of these orders shows an associated value on the WS website, I'm unable to access these cards online, as the links fail to load. This has led to numerous attempts to resolve the matter with Williams Sonoma’s customer service. 9/20/24 – I contacted customer service and was assured the eMerchandise cards would be resent within a week. 9/27/24 – I followed up and was told the cards were “re-triggered” and would arrive shortly via email. 10/12/24 – My issue was escalated to **** *******r, who promised that the cards would be reissued via email. 10/19/24 – I called Cami, who told me the cards could only be sent as physical cards and had been mistakenly mailed to an outdated address. **** *?ered to deactivate those cards and reissue them to my current address, which I accepted. 10/28/24 – Four deactivated gift cards were forwarded to our current address from our outdated one. 10/29/24 - A single active gift card valued at $195.47 arrived at our current address, leaving three cards still unaccounted for. 6. November 8, 2024 – After a 55-minute call I was told “nothing that could be done.” Since October 19, I have attempted to reach **** each week, but my calls have gone unanswered. This issue has now spanned several months and I still have not received the full amount owed. I am seeking the immediate issuance of the three remaining gift cards from Williams Sonoma in the following amounts: $449.71 $380.13 $195.47
Initial Complaint
11/07/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
We are an active duty military family. We $1464.72 purchasing chairs and a bench in "acorn" finish to match our West Elm mid-century table in Acorn. The chairs do not match the bench, and neither match the finish on the table. We asked about returning the items on the customer service chat and they said we could return to West Elm store with no fee. We called the West Elm store in Birmingham, AL (about a 2 hour drive) and spoke to store manager Ryan. He said no problem bring them in. Then, when we came in we spoke to Ashley who said, "not sure why he told you that our system will not allow a refund after 7 days." We would like to return these items for a refund.
Business response
11/13/2024
Williams-Sonoma, Inc. is in receipt of this customer's complaint. We have reviewed our customers’ concerns and have reached out to our customer to initiate a return.

Sincerely,

Williams-Sonoma, Inc.

Customer response
11/14/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

***** *****
Initial Complaint
11/05/2024
Complaint Type:
Delivery Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Complaint:I placed an order with West Elm over a month ago and have experienced ongoing issues with delays and a lack of communication regarding the delivery of my furniture.Since placing my order, I have repeatedly tried to get updates from West Elm's customer service team, but responses have been vague, unhelpful, or nonexistent. I was initially told to expect my items within a reasonable time frame, but the delivery date has been repeatedly delayed without clear explanation or notification. Despite my efforts to escalate this issue, I have been unable to obtain a reliable timeline for delivery.Additionally, West Elm provides no clear customer complaint or escalation process, and it is exceedingly difficult to get in touch with a representative who can address my concerns effectively. The absence of a dedicated support system has made it very challenging to get any answers or updates on my order, and I feel that my situation is being ignored.This delay has disrupted my plans and made me reconsider relying on West Elm for future purchases. I am seeking assistance from the BBB to encourage West Elm to provide a definitive delivery update, expedite my order, or issue a full refund if they cannot guarantee a prompt resolution.
Business response
11/12/2024
Williams-Sonoma, **** is in receipt of this customers complaint. We have reviewed our customers concerns regarding this order. We confirm a member of leadership with our ***************************** is currently owning this customers order and has taken action to assist with this complaint. No further action will be taken by our team as our Business Concierge leadership department is already addressing this concern for our customer.

Sincerely,

********************-********************, ****

Customer response
11/12/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

****** *******
Initial Complaint
11/05/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I bought an item in August, and it's been a disaster. Here is a rundown of my experience: - Overcharged (7 hours on the phone). First they didn't use my gift cards and then after hours on the phone and being told they would use the gift cards this still didn't happen until I called back thre times - 1st deliveryitem was broken. The drawers didn't pull out and shut appropriately (2 hours on the phone)- 4 weeks later, re-deliverystill broken. There were ****** in the dreser. (2 hours on the phone)- Took day off work for technician came outstill couldnt fix it (6 hours)- Gave up and accepted a discount. Was told if I accepted the dresser as is I would be given $300 (3 hours)- Promised a reimbursement. Spend time on the phone with the representative and then the manager and granted $300 and told it would be sent to my credit card. (2 hours)- 2 weeks laterstill no reimbursement and now have spent the evening on the phone again today (1 + hours)After 20+ hours on the phone, still no resolution. Safe to say, Ill never be buying from you again and am making sure to inform all my friends and colleagues so they are aware. This has been collectively the worst experience I have ever had with a company.
Business response
11/06/2024
Williams-Sonoma, **** is in receipt of this customers complaint. We have reviewed our customers concerns regarding this order. We confirm leadership in our customer service department is owning this customers order. No further action will be taken by our team as a supervisor is already addressing this concern.

Sincerely,

Williams-Sonoma, ****

Customer response
11/06/2024

Complaint: 22513714

I am rejecting this response because I have spoken to numerous managers over the last few months since this problem began on August 31st and it is still not resolved. I filed this complaint because I have had to make so many calls and spent hours on the phone and despite this here we are in November and the problem is still not fixed.

Sincerely,

******* ********
Business response
11/12/2024
Williams-Sonoma, **** is in receipt of this customers complaint. We have reviewed our customers concerns and have reviewed this order again for our customer. We confirm leadership in our customer service department is owning this customers order. We have relayed this complaint to leadership for our customer. No further action will be taken by our team as a supervisor is already addressing this concern.

Sincerely,

Williams-Sonoma, ****
Initial Complaint
11/04/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Purchased an espresso machine from ******* Sonoma on Sept 30 and was told it would be delivered Oct 3-4. Order continued to be pushed out and we have called many times and spent hours on the phone & continue to be told there is inventory and it will be shipped in the next day or 2, however it continues to be pushed out. Weve been told there is a glitch in the order but no one can resolve it. A supervisor told me they would solve it by *** on Saturday 11/2 & I still have no heard. Called again and was able to get no new solution.
Business response
11/06/2024
Williams-Sonoma,Inc. is in receipt of this customers complaint. We have reviewed our customers concerns regarding this order. We confirm leadership in our customer service department is owning this customers order. We have relayed this complaint to a supervisor in our customer service department. No further action will be taken by our team as a supervisor is already addressing this concern.

Sincerely,

Williams-Sonoma,Inc.
Customer response
11/07/2024

Complaint: 22513511

I am rejecting this response because your leadership has been non-responsive and I have been working on this issue for over a month. I continue to be told there is a solution only for there not to be one. This is the only way I knew how to escalate the issue! Please help me get this order delivered or cancelled & re-ordered with sales price. I also expect compensation for the hours I have spent on the phone and severe delay of order.

Sincerely,

****** *****
Business response
11/12/2024
Williams-Sonoma, **** is in receipt of this customers complaint. We have reviewed our customers concerns and have reviewed this order again for our customer. We confirm leadership in our customer service department is owning this customers order. We have relayed this complaint to a supervisor in our customer service department. No further action will be taken by our team as a supervisor is already addressing this concern.

Sincerely,

Williams-Sonoma, ****
Initial Complaint
11/02/2024
Complaint Type:
Delivery Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I placed two orders for the exact same items (I placed the second one when my first order was mysteriously cancelled). I have sat on the phone with customer service to find out why the first order was cancelled. When that call started to take longer than I had to wait, the rep did confirm over the phone before we disconnected that the items that I had re-ordered (my second order of the same items) were in fact in stock, so they should ship, according to the rep. Then today I received notice from PayPal that my order was refunded to my paypal acct, but I still have not received an email from Pottery Barn stating that the order was cancelled. Please explain to me what is going on. How can I get the items I ordered? Thank you.
Business response
11/06/2024
Williams-Sonoma, Inc. is in receipt of this customer’s complaint. We have reviewed our customers’ concerns and confirm a leader with our social media team contacted our customer to help with this complaint.

Sincerely,

Williams-Sonoma, Inc.

Customer response
11/08/2024

Complaint: ********

I am rejecting this response because: I received an email from Melinda at Williams Sonoma requesting time to contact me. I replied giving her two dates and with time options in the morning and afternoon. I requested that she reply to my email with the date and time that she would be calling me so I could be sure to be near my phone. I followed up again with another email to Melinda the following day requesting a reply to both my original email and a date and time that she would be contacting me to provide an update on my order that I still have not received from Pottery Barn. I still have not heard from Melinda. My issue has not been resolved in any way.

Sincerely,

***** *******
Business response
11/12/2024
Williams-Sonoma, Inc. is in receipt of this customer’s complaint. We have reviewed our customers’ concerns and have reviewed this order again for our customer. We confirm a leader with our social media team reached back out to our customer to help.

Sincerely,

Williams-Sonoma, Inc.

Customer response
11/13/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

***** *******
Initial Complaint
11/02/2024
Complaint Type:
Delivery Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Ordered Comforter and Shams on 10/31/24 at first delivery was noted for December 6 and today they changed delivery to December 26. I asked to cancel order and they said no I can't. Order # ************. Charge was $528.87.
Business response
11/06/2024
Williams-Sonoma, **** is in receipt of this customers complaint. We have reviewed our customers concerns and confirm a cancellation request has been submitted for our customer.

Sincerely,

Williams-Sonoma, ****
Customer response
11/07/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

******* *******
Initial Complaint
11/01/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I purchased a lamp from West Elm about 2 1/2 years ago. Cost $435..About 14 months later the shade discolored. They offered me nothing to replace/remedy the situation. So I purchased a new one because I really loved it. So the attached photos show the second one with is now also damaged. This lamp is hardly used as it is in a foyer high up. Its put on when someone enters. I called and spoke to both WE and ******* Sonoma. Sent photos. And again would not offer me anything. I spent many years in retail. This is obviously a product defect and I feel they should do something to accommodate me. I have lamps that have lasted 15 years. $900 in under 3 years on 2 lamps that damaged is just not right with no adjustment.
Business response
11/04/2024
Williams-Sonoma, **** is in receipt of this customers complaint. We have reviewed our customers concerns and confirmed a leader with our social media team has contacted our customer to help with this complaint.

Sincerely,

Williams-Sonoma******
Initial Complaint
11/01/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I placed an order for four Caucasian Santa mugs in early October. Four incorrect items showed up. I initiated a return and immediately shipped back the incorrect items. Three replacement items were sent to me, instead of four, and were again incorrect. I called the company and again initiated a return for the three incorrect items received and immediately shipped them back. I was told I can not initiate a return for the fourth item as it had not arrived. Two correct items have arrived. However I have never received the replacement for my fourth item from the second return and Im still waiting For another correct mug as well. Therefore I have only received two correct items and I am still waiting for two items to be delivered. I have been waiting a month for four items to arrive and still have only received two correct items out of the four. I have had called Williams Sonoma customer services about five times now trying to resolve this issue. This is no fault of mine that the wrong items have continually been sent to me.
Business response
11/04/2024
Williams-Sonoma, **** is in receipt of this customers complaint. We have reviewed our customers concerns regarding this order. We confirm a leader with our social media team has contacted our customer to help.

Sincerely,

Williams-Sonoma, ****
Initial Complaint
11/01/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
On 8/12/24, I purchased a Tencel Sheet Set in a King ***** along with an extra set of pillow cases. The order number was: ************. We were off to a late start preparing our new sheets for first-time use as we were preparing to take delivery of our new mattress. After following the wash and care instructions on the sheet set labels, the sheets and pillow cases felt very rough and had a number of threads already coming apart at the seams. I called in to customer service in an effort to request an exchange for new sheets and was told:1. Pillow cases and sheets are not to be washed together; the label says to wash separately.That is not true and when I pointed out the actual meaning of that care instruction to be that the sheets should only be washed with no other laundry, the representative moved on to number 2.2. You are outside of the 30 day window period.I am merely asking for an exchange and not a refund.I feel I was sold a defective product and I should not have to be left with defective sheets that cost me nearly $300.Again, I would simple like to exchange these as I feel they are not the quality of product I thought I was getting.
Business response
11/05/2024
Williams-Sonoma, **** is in receipt of this customers complaint. We have reviewed our customers concerns and confirmed a leader with our social media team has contacted our customer to help with this complaint.

Sincerely,

Williams-Sonoma******

Customer response
11/05/2024

Complaint: 22500490

I am rejecting this response because:
I am still waiting to be contacted by someone at WS. No one has ever contacted me at the phone number provided on my complaint. Please see attached sms communication for reference.
Sincerely,

****** ******
Business response
11/11/2024
Williams-Sonoma, **** is in receipt of this customers complaint. We have reviewed our customers concerns and confirm a leader with our social media team contacted our customer to initiate a return.

Sincerely,

Williams-Sonoma, ****

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