ComplaintsforWilliams Sonoma, Inc.

Home Accessories

Multi Location Business

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.

Need to file a complaint?

BBB is here to help. We'll guide you through the process.

File a Complaint

Initial Complaint
11/19/2024
Complaint Type:
Delivery Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On March 11, 2023 I purchased in store over $10k worth of furniture using my West Elm credit card. All the furniture was delivered by July 2023. I paid the total balance on my West Elm card in full by the end of May 2023. On October 30, 2024 I received an email from West Elm that one of the items, a chair, from the order placed in March still needed payment. I was confused because the chair was delivered July 2023 along with all other items I had purchased in March 2023. The customer service *** stated that they did not charge me for the chair for some reason and it was a mistake on their part, that I needed to pay for the chair. I stated it was of no fault of mine for their mistake and that the chair has been in my possession for 19 months with no communication until the email in October of 2023 that the payment was still needed. I believe it is unreasonable to make me pay for a chair that I believed was paid for and delivered to my home. The *** then stated my case would be sent to another department and they would contact me. I am waiting for that call, however, I do not think I should pay for their mistake. So I will refuse payment.
Business response
11/19/2024
Williams-Sonoma, **** is in receipt of this customers complaint. We have reviewed our customers concerns regarding this order. We confirmed this customer has been contacted by a member of leadership in our corporate customer relations department and that department is owning this customers order. No further action will be taken by our team as a member of leadership is already addressing this concern.

Sincerely,

Williams-Sonoma, ****

Customer response
11/20/2024
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
11/09/2024
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:
Delivery 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 ordered gift food baskets from ******* sonoma and they did not deliver on due date and they did not put a supervisor on and said would not help. Made 8 calls.. they will not help with a resolution at all. I was forced to call *********** and dispute the charges. Today is my father 90th birthday and the basket was to be delivered today for him. The sub company they use is out of stock and no one informed me of this and just ruined everything as well as waste the past 3 hours of my life calling to speak with customer service that will not help
Business response
11/12/2024
Williams-Sonoma, **** is in receipt of this customers complaint. We have reviewed our customers concerns regarding this order. We confirmed our customer has already disputed charge with their financial institution. Our customer would need to contact their bank or our chargeback team at: ************** to fix the funds for payment. No further action is needed in this case until our customer decides what they would like to do.

Sincerely,

Williams-Sonoma, ****
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
11/07/2024
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 placed this order a week ago they posted on their website that the delivery date was between 11/7 and 11/12 at the latest. I ordered and the items have not shipped. **************** then told me I would get a tracking number later that day and then I never did. They refuse to tell me what is going on with the order and have lied to me about numerous things with the order and their process. They told me it would take another WEEK to investigate and couldnt cancel and replace to the order and express ship it. They are falsely advertising shipping dates to customers and scamming them and lying to them. They refuse to help or give a date to tell you where the items are or when they could even possibly ship out.
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 for our customer. We confirm this order is currently in transit. A leader with our social media team has also contacted our customer.

Sincerely,

Williams-Sonoma, ****
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
11/04/2024
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.
We purchased a bed from Pottery Barn Teen. It was delivered months after they said it was going to be available for delivery.. The night my son slept on his bed for the first time, he woke up itching. He had been bitten by spiders. I initially thought it was mites, but my pest control person found a spider nest. I called Pottery Barn Teen and they transferred me to some department and I spoke with ****. She offered me a PB credit of $430, and additional compensation after she spoke with her supervisor. She said her super could approve $750. We took pictures of. a dead spider and my sons bites, after *** asked for pictures. I emailed them and **** has since refused to email me back and the gift card was never sent. Then, to add insult to injury my son just told me that some planks broke on his bed and hes had to sleep on a broken bed. He hasn't been able to sleep. I called them back again and told them exactly what happens and sent pictures and the last super was rude and said she cant do anything except give us a refund of $500 back to our credit card. So, that is not the compensation we were promised and the customer care has been horrendous. The bed broke within months of purchase and my son has been injured twice now. First, on the first night. Second, havent o sleep with a broken plank directly under him. This has punctured his mattress because the planks open while he sleeps. So, he cannot sleep on it. Its a platform bed. So, there is no box spring. The last supervisor I spoke with was terribly insensitive and demeaning. Ive shopped at Potterybarn for over 20 years. ***** and *** have now made me reconsider this store permanently
Business response
11/12/2024
Williams-Sonoma, **** is in receipt of this customers complaint. We have reviewed our customers concerns and have relayed this complaint to the appropriate department to assist our customer with this claim.

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,

***** *******

Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.

Cookies on BBB.org

ComplaintsforWilliams Sonoma, Inc.

Current Alerts For This Business

Need to file a complaint?

Complaint Details

Showing all complaints

Business response

Customer response

Business response

Business response

Customer response

Business response

Business response

Customer response

Business response

Customer response

Business response

Business response

Customer response

Business response

Business response

Business response

Customer response

Business response

Customer response

BBB Rating & Accreditation

Contact Information

Customer Complaints Summary