Complaints

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

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• 

  Williams Sonoma, Inc.

  3250 Van Ness Ave San Francisco, CA 94109-1012

• 

  Williams Sonoma, Inc.

  13499 S Cleveland Ave Unit 157 FT Myers, FL 33907

• 

  Williams-Sonoma Stores, Inc.

  1001 Bishop Street 1001 Bishop Street, #1600 Honolulu, HI 96813

• 

  Williams Sonoma, Inc.

  400 W 47th St Kansas City, MO 64112

• 

  Pottery Barn Kids

  690 West Dekalb Pike King Of Prussia, PA 19406

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.

• Initial Complaint

  Date:08/12/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  We purchased a couch from ******* Sonoma Business to Business two years ago. The couch was faulty in that the cushions were stained by sharpie marker that they had used the write on the cushions themselves and it **** through. We requested they replace the couch but they decided to only replace the cushions and covers. For TWO YEARS we have been getting pieces that are wrong or delayed or duplicates and have still never had this issue resolved. I have spent over 40 hours on phone calls and emails and I continue to not get an answer and get pushed off to new supervisors who do nothing. I would like to have our couch replaced. I am happy to provide documented proof of emails and order numbers and anything else required. This has been an incredibly frustrating and unfair experience.Thank you,***********************

  Business Response

  Date: 08/12/2023

  Williams-Sonoma, **** is in receipt of this customer's ******************** complaint. We have confirmed that a member of our Business Sales team will be working with our customer to resolve this matter.
  
  
  Sincerely, 
  
  Williams-Sonoma, ****

• Initial Complaint

  Date:08/11/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Your company have delayed shipment of order#************ on 2 items (shades for two pendant lights) for over 1 month. I am on my 3rd call to your customer service line reporting that **** never shipped my items. I have the tracking votes staying that they were never shipped. And, currently, I am on hold for over 25 minutes waiting to speak to a supervisor. This is unacceptable.

  Business Response

  Date: 08/13/2023

  Williams-Sonoma, *** is in receipt of this customers complaint. We have reviewed the customers concerns. We are currently working toward resolution with this customer.
  
  
  Sincerely,
  
  ********************-********************, ***.
  
  
  

• Initial Complaint

  Date:08/11/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 placed order 5/22/23 for 2 patio cushions. *** said delivered on 6/15/23. I did not receive. I filed *** claim on 7/6/23. *** has no phone # and wont close it out with Pottery barn. Pottery barn won't do anything until *** closed it. It has been over 30 days and this is ridiculous. I paid with Pottery barn gift card so I have no recourse. I need pottery barn to replace cushions that I never received.

  Business Response

  Date: 08/13/2023

  Williams-Sonoma, *** is in receipt of this customers complaint. We have reviewed the customers concerns. We are currently working toward resolution with this customer.
  
  
  Sincerely,
  
  ********************-********************, ***.

  Customer Answer

  Date: 08/14/2023

  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

  Date:08/11/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 June 12, 2023, I ordered a coffee table from Pottery Barn with an estimated delivery date of June 16. The order number is ************. My credit card was charged $667.94 on June 14. Each week, the estimated delivery date would be pushed to the next week. On July 31, I called customer service. The person I spoke with put me on hold and said she was contacting the appropriate department. When she came back on the line, she told me she had called the shipping department and told me she was assured the coffee table would be shipped the next week and that it should have already been shipped. I asked if I could cancel the order and have my credit card refunded if the shipping was delayed again. She assured me I could. The next week, the shipping was again delayed. On August 11, I called customer service again and was told it was impossible to cancel the order and refund my credit card. Instead, I could wait for it to be shipped and then return it for a refund. I asked the person how I could escalate my request and was told there was no other process than speaking to customer service. What actions can I take to cancel this order and have my credit card refunded?

  Business Response

  Date: 08/11/2023

  Williams-Sonoma, **** is in receipt of this customer's ******************** complaint. We have submitted a cancellation request through our system and that cancellation should be reflected with, ***** business hours. We have contacted our customer to go over the details. 
  
  Sincerely, 
  
  Williams-Sonoma, ****

  Customer Answer

  Date: 08/15/2023

  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

  Date:08/11/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  After ordering a bed from Pottery Barn in late 2022, I waited an extended time for delivery, and eventually returned the bed, which was never delivered as it was unavailable - but the issue was processed as a return because part of the bed had reached the shipper. Pottery Barn customer service promised an immediate refund to my debit card. After waiting a month, I called back, only to be told the refund had not been successful, and that they would try again. Again, weeks passed and I never received it. I was then told a check would be issued by mail. It never arrived. After many additional calls to customer service, I was told I could receive Pottery Barn gift cards in the amount of the refund, as that would be faster than processing a check. In despair, I agreed.I did receive an email with two purported gift card codes attached. (I was told I needed two gift cards because the amount owed was so large - more than $2,700). When I attempted to use the card codes, they were non- working. The in-person Pottery Barn staff member who attempted to process my order called customer service on my behalf - I was assured that new cards would be issued within a week. None has ever arrived.Pottery Barn has stolen more than $2,700 from my family.

  Business Response

  Date: 08/11/2023

  Williams-Sonoma, **** is in receipt of this customer's ******************** complaint. We have confirmed that a member of our Corporate Customer Relations team is handling this order. They will work with our customer towards a resolution. 
   
  Sincerely, 
  
  Williams-Sonoma, ****

• Initial Complaint

  Date:08/10/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Hello, and thank you in advance for your help. On July 23rd, I ordered the ************************ Platform Bed with Metal Legs, ****** ******************** bed, item #******* from Pottery Barn. This item cost $2,610.78, including white glove delivery in home. My order number is ************. This item was listed as a 'quick ship item' and I was assigned a delivery date of August 1st. That day, only two components of the bed arrived - a very large side drawer piece and bed slats. We have been storing those for over a week, while I contacted Pottery Barn customer service over 5 times. Chats from several of those are attached. I have been assured over and over again that the remainder of my bed will be delivered, yet every time an associate schedules a new delivery date, it is cancelled with no notice. It is now past the delivery window promised at purchase, and I have wasted innumerable hours contacting support to make zero progress. It now shows my order in two parts (which it should never have been), with the 'Part 1' backordered, despite CS informing me that there are 38 beds in stock at the warehouse. That bed is also now still listed as quick-ship and is on additional sale. Any assistance getting the headboard, foot board and the remaining right side of the storage bed delivered and assembled ASAP, would be so appreciated. Thank you!

  Business Response

  Date: 08/11/2023

  Williams-Sonoma,Inc. is in receipt of this customer's complaint.  We will be partnering with our logistics team to help with this order.  We will also be following up with our customer. 
  
  ********************-************************.

• Initial Complaint

  Date:08/10/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 a sofa which was delivered in July. I paid for white glove delivery charges and the delivery driver put a hole in the couch. The very next morning I called to report the issue. I was promised a replacement and without notice, my replacement order was cancelled. Leaving me with a damaged product. I would like my couch replaced as promised and in addition, I would like to be credited for the white glove delivery charged. Order number ************

  Business Response

  Date: 08/11/2023

  Williams-Sonoma, **** is in receipt of this customer's complaint.  We are so very sorry our customer has received her new sofa and damage was caused by moving the item into her home.  We will partner with leadership to get approval of a replacement.  Once a replacement has been approved, we will advise our customer.  As for crediting shipping back, this is not able to be done as these are fixed fees unable to be removed.  Our customer received and is keeping the original sofa until the replacement has been received, this will be swapped out once the replacement has been delivered.  
  
  Williams-Sonoma, ****
  
  

  Customer Answer

  Date: 08/12/2023

   
  Complaint: 20452831
  
  I am rejecting this response because:
  The company committed to replacing my damaged side by 8/23/23. They canceled my replacement without notifying me. After spending 45 minutes making calls to them, I was told they canceled my order due to policy changes. I would like my replacement delivered by the original committed date of no later than 8/23. In addition, I would like credit for the order given the poor service and inconvenience. 
  Sincerely,
  
  *******************************

  Business Response

  Date: 08/15/2023

  Williams-Sonoma,Inc. is in receipt of this customer's complaint.  There has been no policy change to get a replacement approved we have always had to go through our delivery quality team and the vendor.  We are currently waiting for leadership to approve a replacement if eligible and if our furniture medic/delivery quality team says this cannot be repaired and brought to first quality.  We have advised our customer of the process and we will follow up as soon as we have answers. 
  
  Williams-Sonoma,Inc.

• Initial Complaint

  Date:08/10/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 placed an order on July 23rd for a crib, conversion kit, nightstand and dresser for my first baby due in just under 8 weeks now. I placed this order because a competitor was unable to fulfill my order of the same items since they kept delivering damaged goods. I thought my experience would be much different with Pottery Barn Kids but boy was I in for a surprise. First delivery attempt only the nightstand and conversion kit were in good condition. I had to refuse the crib and dresser due to significant damage. Now onto delivery attempt #2 and the crib is fine but the dresser is damaged yet again. I cant believe that I paid so much money and tons of money in pre-inspected white glove delivery only for them to try to give me damaged goods. I have a third delivery scheduled for Sunday and waiting to see if its in good condition. I just dont understand why Pottery Barn kids cannot delivery the quality that we are paying for. Furthermore, the warehouse staff was so rude to me and said I should just cancel the order if I am not happy. I just want brand new undamaged items like I paid for. I didnt know that was a lot to ask. I also want the delivery fee refunded and compensation for my time. One delivery has now turned into three (thats if they can get it right on this upcoming third attempt). Pottery Barn Kids is making my pregnancy very stressful and has turned my nursery experience into a nightmare.

  Business Response

  Date: 08/11/2023

  Williams-Sonoma, **** is in receipt of this customer's complaint.  We are so very sorry our customer has had a less than stellar experience with our company thus far.  Unfortunately, we will not be crediting our customer back any shipping fees as these are fixed fees.  We can discuss compensation upon successful delivery of the complete order.  We will follow up with our customer right away.  
  
  ********************-********************, ****
  
  

  Customer Answer

  Date: 08/14/2023

   
  Complaint: 20452284
  
  I am rejecting this response because:

  I still had to accept a dresser with a large scratch. The delivery team on the first delivery texted me to come and get them even though I am very pregnant. I sent photos and proof to ****** from the BBB team informing her what I needed to be able to close this horrible chapter. 

  
  Sincerely,
  
  ***********************

  Business Response

  Date: 08/15/2023

  Williams-Sonoma, **** is in receipt of this customer's complaint.  Our customer has been updated received confirmation we are unable to credit the shipping fee she is wanting along with compensation to keep the dresser with a slight scratch that can be fixed with a little sanding and paint or even a touch up paint to fill in the slight gap in the bottom of the dresser.  Our customer has been offered as an exception to the rule a $250.00 credit to keep this dresser as is back to her credit card on the order as she has already put clothes in this dresser and does not want to wait any longer.  We have advised our customer this credit should be back on this credit card within 3-5 business days depending on the issuing banks policy with credits.  We considered this resolved.  
  
  Williams-Sonoma, ****
  
  

  Customer Answer

  Date: 08/18/2023

  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. I still question why this company would sell damaged furniture that I have to sand and touch up even with it being brand new. Very unusual for the large price of this item. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:08/10/2023

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  We have ordered an item and paid for it which west elm / williams sonoma cannot locate but continues to claim it's on it's way. neither customer service or the website has had any accurate information regarding the item. we call every day and are promised a call back but never receive any. this has been going on for around 2 months now. we feel confident at this point that they have lost the item (which the website says was delivered despite not being delivered) and do not want us to return the pieces that were so continue to lead us on in hopes they can resolve it internally at some point. the confirmation number with west elm is ************.

  Business Response

  Date: 08/11/2023

  Williams-Sonoma, **** is in receipt of this customer's complaint.  We show that the original item # ****** did ship from our East Coast distribution center and has arrived at our customers local hub as of 8/9.  Our customer should be receiving a call to schedule delivery as soon as possible.  We will follow up with our customer to see if they have heard anything yet.  
  
  Williams-Sonoma, ****
  
  

  Customer Answer

  Date: 08/16/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and while they was a continued issue after their response, the employee assigned to the case eventually was able to work through it and the items were received. I have not reviewed them to see what condition they are in, but at least they were finally delivered. thank you for your help in the matter. without this process i don't know whether we would have ever received the item.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:08/10/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 a bed from Pottery Barn Kids on 7/4 and was charged immediately. It said the delivery window was the following week, 7/10-7/12, indicating it was ready to ship. The 10th approaches with no update. I click track this delivery in my email and the date is changed to the following week. I hear nothing again the following week. I click the delivery status in my email again and the window is now changed to 8/8-8/10. The tracking details have never updated from ordered. I call the week before (8/1) because it didnt seem like anything was happening, a month since I ordered. The customer service rep stated this is all normal and part of the bed was in GA and had been shipped to ** 7/13 and still hadnt arrived as of 8/1. This information is not available in my order details. I expressed my concern of the lack of and vague info Im receiving. The rep was rude and dismissive stating this is a normal turn around time even though the website doesnt indicate 1 month or more delivery turnaround time. It is 8/10 and the status still says ordered. I had to call again and was told the rest of the bed is ** and not ready to ship. They had no other info or an updated turnaround time. The rep was again very rude. This company is deceptive. If you try to order this bed now the delivery window is next week which is clearly false information. I dont understand how they can take my money and not give me any detailed information. They are terrible to speak to. No resolution has been offered over a month since I ordered. Im due to be on vacation next week and what am I supposed to do if the bed isnt delivered in the next week? No one is helpful at this company.

  Business Response

  Date: 08/11/2023

  
  Williams-Sonoma, **** is in receipt of this customer's complaint.  We show this bed has 2 components one was received 8/10 the other is expected any day.  Our customer will be receiving a call within the next 3-5 business days to schedule the delivery.  We will follow up with our customer.  
  
  ********************-********************, ****
  
  

  Customer Answer

  Date: 08/12/2023

   
  Complaint: 20451387
  
  I am rejecting this response because:
  Im still getting a lot of conflicting information. I checked the order status link in my confirmation email yesterday and it said expected delivery is 8/29-8/31 which is 3 weeks from now. The email I received from Williams Sonoma from ***** said someone will contact me soon. The email I received with a response to this complaint said a part arrived 8/10 and they were waiting on another part and someone would call in 3-5 business days. When I called last week, I was told the missing part was en route from GA and another part was already in **. I assumed the part that arrived 8/10 was the part shipping from Georgia but the response from the company dated 8/11 makes it sound like something is still missing.
  
  
  Now I get an email today where it says the delivery was scheduled for a day Im not home. No one called me. They scheduled without my knowledge. Based on the above information, are they actually ready to deliver it later next week or are they ******* to give me a date to satisfy this complaint only to reschedule last minute? I also dont understand why I need to schedule anything and why it cant just be delivered because I chose the *** option. I didnt pay for white glove service. 
  
  
  Is it normal to provide so many different responses and timelines for the delivery of one bed? 
  
  ************************************************

  Business Response

  Date: 08/15/2023

  Williams-Sonoma, **** is in receipt of this customer's complaint.  Our customer has been updated and advised they are scheduled for delivery 8/17.  She has been advised to follow up with the associate once the delivery has been made.  
  
  Williams-Sonoma, ****