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Business Profile

Home Accessories

Williams Sonoma, Inc.

This business is NOT BBB Accredited.

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This business has 1 alert

Complaints

This profile includes complaints for Williams Sonoma, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

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Williams Sonoma, Inc. has 197 locations, listed below.

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    Customer Complaints Summary

    • 3,294 total complaints in the last 3 years.
    • 654 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:07/26/2025

      Type:Product Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      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.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Back in June, I ordered a bunch of curtain rods, they all arrived incorrectly, so all were returned for a full refund. I noticed in early July that I wasn't refunded in full so I called in and was told the shipping was refunded so they would fix it. Later, no refund so i called again and was told the first rep messed up and I wasn't charged any shipping but they missed one item in my full refund amount. He said that it would be refunded asap. That was weeks ago and still no refund.I am getting ready to file a dispute with my bank but shouldn't have to i was charged $1725.56 and only refund$1532.14.Please refund the difference right away and maybe check on how customer service dropped the ball.

      Business Response

      Date: 07/31/2025

      Williams-Sonoma, **** is in receipt of this customer's complaint. We have reviewed our customers concerns and confirmed this order is refunded in full.  

      Sincerely,

      Williams-Sonoma, **** 

      Customer Answer

      Date: 08/01/2025

      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.

      thanks for doing that but please try to make it easier next time   


      Sincerely,

      **** ****

    • Initial Complaint

      Date:07/22/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      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.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On July 14, 2025, I ordered two gifts from Williams Sonoma. I spent $55, $25 per item plus tax, for overnight delivery with ******. One item came within two days, which is not the promised overnight delivery. Today, it is July 22, and the second item says on back order. After contacting their customer service, they told me they could not refund me my shipping money, or the $20 extra i paid in merchandise tax, despite the promise that the item would be here by the 15th. It was a gift I had paid money to wrap as well, which is another $9, and yet no resolution and I still do not know when it will be here. I would like my overnight shipping money back for the item that is not here, with the fees included. I would also like to know when my order will arrive.

      Business Response

      Date: 07/24/2025

      Williams-Sonoma, **** is in receipt of this customer's complaint. We have reviewed our customers concerns and have reached out to our customer to help.  

      Sincerely,

      Williams-Sonoma, **** 

    • Initial Complaint

      Date:07/21/2025

      Type:Customer Service Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      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.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I purchased these items from ******* Sonoma. In accordance with their return policy, I returned the merchandise on June 12th , using *** issued by ******* Sonoma. The return was delivered to the merchant on June 14th, as confirmed by the attached tracking information and delivery receipt.However, the merchant is refusing to issue a refund, claiming that the material wasn't received. Given that I fulfilled my obligation as a customer and the return was delivered successfully, I am requesting your assistance in reversing issuing a refund to my account.Attached Documentations:Proof of purchase Return confirmation

      Business Response

      Date: 07/24/2025

      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 our customer service leadership department. No further action is required by this department, as a member of the leadership in our customer service department is addressing this concern for our customer.  

      Sincerely,

      Williams-Sonoma, Inc. 

    • Initial Complaint

      Date:07/21/2025

      Type:Customer Service Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      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.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I ordered outdoor furniture on May 26, 2025 and delivery was scheduled for June 28th. The order has been continually delayed, I have not received the products, and the company will not cancel my order nor refund my payment.

      Business Response

      Date: 07/24/2025

      Williams-Sonoma, **** is in receipt of this customer's complaint. We have reviewed our customers concerns and have reached out to our customer to help.  

      Sincerely,

      Williams-Sonoma, **** 

    • Initial Complaint

      Date:07/21/2025

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      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.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Company Name: Williams-Sonoma / Pottery Barn Product: Dream Deluxe ************** Chair Order Number: ************ Name of the order: ***** ******* Date of Purchase: September 2024 I am filing this complaint due to an unresolved issue with a defective chair I purchased from Pottery Barn.On March 19, 2025, I submitted all required documentation and photos per their request regarding a malfunctioning heat function in the back area of the chair which remains constantly on, even when turned off via the remote. The chair is completely unusable, especially in warm weather.I received confirmation from their Delivery Quality Team stating that a case manager would contact me within 48 hours. It is now mid-July 2025, and I have not received any updates, resolution, or meaningful response in over 3.5 months.I have followed all instructions, including unplugging the chair and checking connections. Despite this, I have been ignored. This level of customer service is unacceptable for a product of this price and reputation.I am requesting immediate resolution in the form of:- A full refund OR - A prompt replacement OR - A professional technician repair If unresolved, I will escalate this matter further through my credit card provider and other consumer protection avenues.Thank you for your help in resolving this matter.Desired Outcome: Full refund, replacement, or repair.

      Business Response

      Date: 07/24/2025

      Williams-Sonoma, **** is in receipt of this customer's complaint. We have reviewed our customers concerns and confirm a new replacement has been initiated for our customer.  

      Sincerely,

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

    • Initial Complaint

      Date:07/19/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      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.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      In September 2024 we ordered a Geneva vanity from Rejuvenation, a Williams Sonoma subsidiary. It was professionally installed as part of a renovation in November 2024 by a licensed general contractor. Within 5 months of installation, it was clear that the product was defective. The juncture between the countertop and wood panels on the side was not properly sealed. This resulted in substantial water damage to the vanity with reasonable and expected use. The wood panels are now discolored with a dark water stain in multiple places and the wood is splitting. (See photos attached.) We immediately tried to contact the business and have tried numerous times since using different contact methods. We have received no response. We are escalating to the BBB in the hopes of facilitating a resolution. Thank you for help.

      Business Response

      Date: 07/24/2025

      Williams-Sonoma, **** is in receipt of this customer's complaint. We have reviewed our customers concerns and have reached out to our customer to help.

      Sincerely,

      Williams-Sonoma, **** 

    • Initial Complaint

      Date:07/18/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      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.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On July 16, 2025, I placed an order for pick up at Williams Sonoma of ************** pods at the **************** location. I picked up my coffee and when I got it home (after driving 45 minutes each way), I discovered that the coffees had all expired several months ago. I reached out to Williams Sonoma customer service, who were not responsive. I would like my money to be returned as they sold me expired food items.

      Business Response

      Date: 07/24/2025

      Williams-Sonoma, **** is in receipt of this customer's complaint. We have reviewed our customers concerns and have processed a refund in full. No return is required; and our customer may safely discard the merchandise. 

      Sincerely,

      Williams-Sonoma, **** 

    • Initial Complaint

      Date:07/18/2025

      Type:Sales and Advertising Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      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.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      My daughters pottery barn large floor length marquee mirror had a sudden light bulb that exploded. The heat from the explosion was so strong that melted the socket of the light. I reached out to pottery barn and was told there was a no replacement part. I fear the mirror is defective and a fire hazard and asked them to replace the mirror and they declined.

      Business Response

      Date: 07/24/2025

      Williams-Sonoma,Inc. is in receipt of this customer's complaint. We have reviewed our customers concerns and confirm leadership in our customer service department is owning this customers order. We also confirm this request is already showing reviewed and denied by leadership. Due to leadership involvement, no further action is required by this department.  

      Sincerely,

      Williams-Sonoma,Inc. 

    • Initial Complaint

      Date:07/14/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      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.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Complaint Type: Failure to deliver product / No response from company Description:I ordered a bed from Pottery Barn Teen on March 28, 2025, with a scheduled delivery date of July 1, 2025. On that day, the delivery team arrived but did not have all the necessary parts to complete the delivery. They removed the bed from my home and stated that someone would contact me within 48 hours with a ************* of July 14, 2025, I have received no update. I have contacted customer service five separate times, and each time I am told that an email has been sent to the distribution center, but no one follows up with me. No timeline, resolution, or accountability has been provided.I called again on July 14th and was told the case was closed on July 10th. I still have no bed. This is completely unacceptable after waiting over three months for this order, only to have it taken back on delivery day with no further communication. I am seeking a resolution as soon as possible.

      Business Response

      Date: 07/17/2025

      Williams-Sonoma, **** is in receipt of this customer's complaint. We have reviewed our customers concerns and confirm a refund in full has been processed on this cancelled order.

      Sincerely,

      Williams-Sonoma, **** 

    • Initial Complaint

      Date:07/14/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      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.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I returned a rug and rug pad to Pottery Barn in ************ earlyJune 2025. The rug purchase was cancelled before delivery, and I returned the rug pad to the store. The total purchase price was $1,302. 42 but Pottery Barn retained $306.78 claiming restocking and shipping charges. I contacted the company CEO and a second executive on June 30th requesting these charges be credited to my account. I have not had a response from either executive. I brought this matter to my bank's attention and they are contacting the merchant's bank and have in the meantime temporarily credited the amount in question to my account. It is not correct that Pottery Barn has not credited me the above amount which is money that is properly mine. Pottery Barn can well afford this credit and also to maintain good customer relations. However neither is the case therefore my complaint against Pottery Barn.

      Business Response

      Date: 07/17/2025

      Williams-Sonoma, **** is in receipt of this customer's complaint. We have reviewed our customers concerns and confirm a refund in full has been processed on this order. We consider this issue resolved.

      Sincerely,

      Williams-Sonoma, **** 

      Customer Answer

      Date: 07/18/2025

      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,

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

    Williams Sonoma, Inc. is NOT a BBB Accredited Business.

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