Business Profile

Home Accessories

Williams Sonoma, Inc.

This business is NOT BBB Accredited.

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This business has 1 alert

Pattern of Complaints

Complaints

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

Customer Complaints Summary

3,290 total complaints in the last 3 years.
652 complaints closed in the last 12 months.

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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.

Initial Complaint
Date:10/29/2022
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 purchased a piece of furniture online from pottery barn kids on 6/15/22. I cleared furniture out of my sons bedroom and took off of work 3 times to receive furniture that was never delivered. The first delivery was canceled 15 minutes before delivery because they didnt have the second box of parts to assemble the furniture piece. The second delivery date the delivery window was between 2pm and 4pm. I called them at 3:30 to find out the status of the delivery. They said that they were running late but would arrive by 5:30pm but they never showed. I received an email saying that I had to reschedule the delivery. The third scheduled delivery I received an email the morning of notifying me that the delivery was cancelled and I would need to reschedule it. Then today is Saturday so I am off from work. I rescheduled todays delivery for this Tuesday 11/1 but I received a text from the delivery driver that they were 6 minutes away. I cleared out my sons room and my husband went to meet them. When they arrived they told my husband that they only had one box again and not the second box required to assemble the piece. I have spent between 7 and 8 hours on hold and speaking with PBK customer service representatives. I have taken off from work 3 times, which it costs me money to stay home. I have been transferred, disconnected, hung up on, and not able to get a straight story from anyone I spoke to. The business is completely separate from the delivery hub and they communicate extremely poorly. On their website it says that all pieces will need to arrive at the delivery center before delivery is scheduled. The man I just spoke to from their escalation department hung up on me because I told him i was reporting them to the BBB. He said I was threatening him. I have reached out to the delivery center and spoke to the manager there, ***********************, because someone there scheduled delivery for February of ****. He told me he would fix the problem but did not. Theres no respect.
Business Response
Date: 10/30/2022
Williams-Sonoma, **** is in receipt of this customer's complaint. We have reviewed our customers concerns and have submitted an urgent request to our delivery center in relation to this matter and have advised the customer of a follow up within 2-5 business days.

Sincerely,

Williams-Sonoma, ****
Initial Complaint
Date:10/29/2022
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 ordered two recliners from Pottery Barn on Feb 2, 2022. Order Number ************. PB charged me for the chairs on Sept. 20, 2022. After speaking to "customer service" they cannot provide a date for delivery. I understand that orders are charge when items are shipped, but they have no clue as to when I will receive my product. I feel that I should not be charged until they locate and promise delivery. I request immediate location of chairs and delivery.
Business Response
Date: 10/30/2022
Williams-Sonoma, **** is in receipt of this customers complaint. We have reviewed the customers concerns and have reached out to our customer to further assist. We have contacted the delivery center asking for an update on delivery and will let the customer know once we have a response.

Sincerely,
Williams-Sonoma, ****
Customer Answer
Date: 11/01/2022

Complaint: 18331697

I am rejecting this response because:
You have charged me over $3000. On Sept 20 and today, November 1, you cannot provide location of item nor delivery date. Please refund my money until you can find the chairs and set up delivery.
Sincerely,

***********************
Business Response
Date: 11/04/2022
Williams-Sonoma, **** is in receipt of this customer's complaint. Our customer called customer service 11/3/22 @ 9:19 am PST to cancel her order and has received a full credit.

Williams-Sonoma, ****
Initial Complaint
Date:10/28/2022
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.
I'm having trouble reaching someone at Pottery Barn who can assist me with my furniture orders. At this point, I've called the ***** number at least 20 times and have not been able to talk to anyone who can help me. I've been transferred, disconnected, and promised a return call multiple times but my requests have not been resolved. Since July, I have two unresolved orders with this company.July Order - I placed an order of furniture with Pottery Barn back in July 2022 for $17,000 and was told that the order would be ready in September and that I would not be charged until the items were delivered. To this date, 10/28, I have not yet received any of the furniture and have been charged for two of the items plus white glove delivery fee of $250. I contacted Pottery Barn on 10/8 and asked for them to reverse these charges. They assured me the items billed were available and could be delivered to me right away. I received a delivery date was confirmation (attached) from Ryder for delivery on 10/27, Pottery Barns third-party delivery service vendor. On 10/27 my husband stayed home to wait for the delivery only to be disappointed since no one showed up. I followed up with both companies and no one could give me a straight answer. September Order In September, I noticed that the July order would be delayed so I called Pottery Barn to see if I could modify my order so that I could get a bed and nightstands that were in stock. The agent helped me cancel the nightstand and the bed and instructed me to place a new order for beds showing in stock, ready to order. I placed a new order for a bed and nightstand that was scheduled to be delivered on 10/8. On this date, the order arrived but only half the bed showed up. I decided to decline that bed and request a refund. As of today, I have not been credited for the bed Im disappointed by the customer service at **********************. To date, I do not have any of my furniture, but Ive already been charged $6,000.
Business Response
Date: 10/30/2022
Williams-Sonoma, **** is in receipt of this customer's complaint. We have reviewed the customer's concerns.
I found both orders that our customer is speaking of. I show in the July order that the bed is one of our made to order items. These items are generally not able to be canceled returned or changed at any time. I do understand that this order was placed in the store and she was not properly informed. We are not able to cancel the bed as it is in production but have agreed to issue a dock return once it ships. We do not have access to make changes to the item till that time.
I show that on the Sept order, it was requested all items be refunded. The bed was returned but I show the nightstands remained. We are not able to process a refund till the nightstand are returned.I have reached out to our customer to assist further.

Sincerely,

Williams-Sonoma, ****
Initial Complaint
Date:10/28/2022
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.
Order No. ************ Placed April 14, 2022 Total Order for Bed, 2 NightStands, Dresser - $3,949.46 After many failed delivery attempts and continually delivering damaged furniture the company finally offered a refund and I scheduled a pick up date (which was 2 weeks out). The delivery driver never showed up and now the order cannot be refunded and I have already ordered new furniture. The customer service agents refuse to let me talk to a supervisor and maintains that none exist presently.
Business Response
Date: 10/30/2022
Williams-Sonoma, *** is in receipt of this customers complaint. We have reviewed the customers concerns. We have scheduled a return pick up appointment on 11/2/22.

Sincerely,

Williams-Sonoma, ***.
Customer Answer
Date: 11/02/2022

Complaint: 18329089

I am rejecting this response because:

Today they came to pick up just the bed. *********** had canceled the pickup for the 2 nightstands and dresser. The deliver men picked up the entire order anyway and I call the company to let them know. I DO NOT TRUST pottery barn to handle this correctly so I wanted to make sure to continue my correspondence with you. I will accept their response after the entire order amount of $3,949.47 is credited back to my CHASE MASTERCARD.

Sincerely,

*********************************
Business Response
Date: 11/03/2022
Williams-Sonoma, **** is in receipt of this customer's rejection. We have reached out to the customer to further assist. The Cayman nightstands, dresser and bed have been returned to the hub and we have issued a full refund including shipping fees back to the original payment method. We are working towards resolution.

Sincerely,
Williams-Sonoma, ****
Customer Answer
Date: 11/10/2022

Complaint: 18329089

I am rejecting this response because:

This is inaccurate information. Despite the fact that I had been reassured that all charges had been refunded, the shipping - Yes, the dresser - yes, the nightstands- yes, The Cayman Headboard and Bed - NO. PotteryBarn has required me to continually communicate with them to get this "HOLD UP" in the system corrected. I have been told that it will be several more days. This is honestly not acceptable. They have had my furniture for over a week now. I don't know why this company continues to make things so hard.

As a side note, ******** who I have been working for has been amazing. I am not sure how WilliamsSonoma stays in business with the way they dreadfully treat customers.

Sincerely,

*********************************
Customer Answer
Date: 12/06/2022
We are good. They finally refunded the full amount
Initial Complaint
Date:10/28/2022
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 had ordered the Camden house bed from West Elm on September 11, 2022. The delivery is being handled by Williams Sonoma under the order number **************. My delivery has now been rescheduled three times:1) It was first rescheduled for October 19, and I was called just a little while before the scheduled delivery to be told that a part was missing.2) My delivery was then rescheduled for October 24. I was not given a time window as I was told I would be. When I called to follow up I was told that the truck had broken down.3) Finally, my delivery was scheduled for October 26 (today) morning. The time window for delivery has passed, and when I try to call the number for delivery, I get a recording to leave a message because of high call volumes.Not only has the item taken a long time to arrive, but I have to constantly follow up to find out the status of my delivery. I find this unacceptable. I would like someone from Williams Sonoma to ensure that my item is delivered as soon as possible and to proactively reach out to me so that I have resolution.
Business Response
Date: 10/30/2022
Williams-Sonoma, **** is in receipt of this customer's complaint. We have reviewed the customers concerns and have reviewed that the customer has a delivery appointment for 10/31, we have contacted customer to verify appointment and also to advise when delivery is completed. Sincerely, Williams-Sonoma, ****
Customer Answer
Date: 10/31/2022

Complaint: 18328751

I am rejecting this response because:

I was told that the bed would be delivered Friday and again today. When I called for a delivery window today, they were not able to provide me with one. This reflects the same pattern that I have already noted in my complaint to Better Business Bureau. I don't think it's my responsibility to keep following up with the delivery company and since they are unable, as always, to give me a delivery window, I do not consider this matter resolved.

Sincerely,

*******************************
Business Response
Date: 11/04/2022
Williams-Sonoma, *** is in receipt of this customers complaint. We have reviewed the customers concerns. We have processed a return for a full refund as requested.

Sincerely,

Williams-Sonoma, ***.
Customer Answer
Date: 11/14/2022

Complaint: 18328751

I am rejecting this response because: I have not received a refund yet.

Sincerely,

*******************************
Initial Complaint
Date:10/28/2022
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 couch from West Elm on on 6/26 with an estimated delivery date of August *****st. On July 25th I was charged $1,851 and the couch delivery status was moved to "In transit from distribution center." The delivery date has been moved 4 times since missing the August date and the couch is still "in transit from distribution center" 3 months later. I have reached out to West Elm multiple times and each time i receive a form response from a new customer service person who tells me the updated date is (insert date that is on the website at that time.) I have been told there was a delay with the vendor that was resolved in September, I was told that only part of the order was shipped (it's a single couch, not a sectional), I have been told that they have reached out to the vendor and they have no update since it left the distribution center etc. I hae issued many formal status update requests through their system as advised and have never received a single response or update. Each time I submit one I just receive a response saying it will take 3-5 days to get an answer. but there has never been an answer. I've requested information on how to cancel the order and receive a refund and was told I could receive compensation about receiving the order. But they don't provide any information on when that *** be. They are currently holding $1,851 of mine and they have not rendered any services. I cannot afford to purchase another couch until i receive a refund, or my couch. I will take whichever at this point.
Business Response
Date: 10/30/2022
Williams-Sonoma, *** is in receipt of this customers complaint. We have reviewed the customers concerns and processed a refund due to no recent movement on the order. Please allow three to five business days for the refund to process.
Initial Complaint
Date:10/28/2022
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.
This is regards to order # ************. ******** sofa. Ordered this online by signing up for Pottery Barn credit card. It is paid for. ******** from Pottery Barn assisted me with this order. Her number is ************. We went over how I did not want material that wrinkled. She assured me that would not happen. The cushions wrinkle badly and I sent in required pictures in my complaint. They told me they were sending a "medic" out to check the cushions. That person never came on assigned day. Once again I received an email on Oct 24 stating they need pictures. That has. been done. All those I have talked to say they will check into this and get back to me "tomorrow". So far tomorrow has not happened.
Business Response
Date: 10/29/2022
Williams-Sonoma, **** is in receipt of this customer's complaint. We have reviewed our customers concerns and have submitted a request to our quality department as well are our delivery center to schedule a furniture medic. A Furniture medic appointment is currently scheduled for 11/2 and if an earlier date becomes available, the customer will be contacted.

Sincerely, Williams-Sonoma, ****
Customer Answer
Date: 10/29/2022
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,

***********************************
Customer Answer
Date: 11/16/2022
After waiting 2 weeks for them to come fix this issue, I was informed this morning they need to reschedule. I have made myself available twice now all day and can not keep doing this. I would like my money back now. Here is the confirmation I got about todays apt.

I'm calling to confirm your upcoming furniture repair appointment that we have on file for you your ********************************* will meet with ****** on Wednesday, November 16 between the hours of 10:30 AM and 1:30 PM we have your location at ********************************************** all time frames

Business Response
Date: 11/16/2022
Williams-Sonoma, **** is in receipt of this customer's complaint. We have already received and processed the customers request to return the sofa for a full refund. Return order W220099201 was created and is awaiting action by the customer to schedule.

********************-********************, ****
Customer Answer
Date: 11/16/2022
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:10/28/2022
Type:Sales and Advertising 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.
In 2021, my wife and I had ordered a chair from PB and there was a quality issue and I had ordered a replacement chair. We were in receipt of the replacement chair in March/April 2022 of the second chair. Unfortunately, we had a quality issue with the replacement chair (order# ************) and returned that chair on Oct. 12, 2022. We had insisted on a refund to our credit card due to subsequent quality issues vs. a store credit. It has been almost 3 weeks since the chair had been returned and each time I call I'm told various excuses/delays on the refund to my credit card and those timeframes have since passed without the issuance on a refund. I'm reaching out to you folks in hopes that perhaps you can offer me assistance
Business Response
Date: 10/29/2022
Williams-Sonoma, **** is in receipt of this customer's complaint. I am showing that leadership is working with our editing/billing team as of 10/28 still trying to get the refund released. Our customer has been made aware that this is happening and we will follow up once completed.

Williams-Sonoma, ****
Initial Complaint
Date:10/28/2022
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.
- 8.9.22 our family purchased a couch from the West Elm website that listed a 2-part couch (sleeper sectional AND storage chaise). On the website it is referred to as the ****** 2-Piece Sleeper Sectional w/ Storage Chaise (109"). Order #************ - 9.30.22 the couch was supposed to be delivered but only the storage chaise arrived. We told the drivers that this was only half of a couch and they said that the second half must be on another truck and it should arrive shortly. When the second half did not arrive, we called customer service to see when the other part was to be delivered. We were told over the phone point blank, oh it looks like you only ordered half of a couch to which I was shocked and said, why would I ever do that! I ordered a full 2-piece sectional that was advertised on sale for $1,399. The particular configuration that I picked was the only version that was at that low sale price. (Left arm storage chaise, right arm sleeper sectional, multi-seat configuration in ******************** basketweave) We were then told by this customer service person that we had to purchase the second half in order to have a full couch. - I asked to speak with management when ************************* came on the line. She said that the *** number listed on the website is incorrect and it only correlates with the storage chaise. Over the phone she replicated what we had ordered (the full couch) as it was still listed on the website for the same price. She said to us that it was an error on the part of West Elm and that we should keep the first half as a loaner and a whole new couch would be built to replace this one as it was clearly an error on their part. At the time we took screenshots and so did she. I believe this conversation was also recorded. -We received an email on 10.8.22 stating that this error was our fault and they will not be replacing the couch as originally promised. I believe that this is a bait and switch scheme. We just want our couch! Please help!
Business Response
Date: 10/28/2022
Williams-Sonoma, **** is in receipt of this customer's complaint. We have reviewed our customers concerns and have offered to initiate a return of the ****** Left Storage Chaise **************** Basketweave Midnight-******* that the customer placed incorrectly via our website on 8/10/22. We have advised the customer that they then place a new order for the correct item which in this case would be the ****** 96" Left Multi Seat 2-Piece **************************** ******** Depth, Performance Basketweave, Midnight: Pack - ***** and is priced at $2,698.

Sincerely,

Williams Sonoma ****
Customer Answer
Date: 10/28/2022
Complaint: 18326363

I am rejecting this response because:

We want the couch we paid for. We paid a fair sale price of $1,399.00 and I have a screenshot attached to prove that this is the price that was advertised at both the time of purchase (8.9.22) and the time of delivery (9.30.22). The company is not honoring the fact that we paid for a full couch and continues to accuse us of ordering half of a couch. Who in their right mind would ever do this?????
Their customer service **** ************************* admitted over the phone and via email on 9.30.22 that this mistaken SKU number was the fault of the West Elm website and promised us a replacement couch in full. She was able to replicate the exact same order that we placed while we were speaking over the phone. This conversation was recorded.
They have not followed through on this promise and are asking us to now pay a higher price for a couch that we ALREADY PAID FOR!!!!!!!!!! This is fraud, and completely absurd. HORRIBLE Business practice and they should be put out of business for not prioritizing their customers and following through on a sale price we already paid for.
I have also attached another Trust Pilot review that I read that details another customer's exact same experience with the same product.
Again, all we want is our couch. That is not too much to ask for in order to resolve this issue. I am completely irate at the treatment that we have had to undergo with this company.

Sincerely,

*****************************
Business Response
Date: 11/03/2022
Williams-Sonoma, **** is in receipt of this customer's complaint. Since this rejection post on 10/28 our customer and co-workers have been responding via email on numerous occasions working on getting this resolved as quickly as possible.

Williams-Sonoma, ****

Customer Answer
Date: 11/09/2022

Complaint: 18326363

I am rejecting this response because:
The complaint has not yet been resolved. We are still being blamed for the mistake that this company made.
This is a response that we received from a "**********" recently:
"I sincerely apologize for the inconvenience and frustration that *** have been caused. After extensively reviewing the matter, I can state that the entire sectional was not at any time on sale for $1399. I sincerely apologize for the confusion as well. I have reached out to leadership in relation to this matter. What we can do is set up the return for the chaise for a refund. Then you can place a new order for the entire sectional at a 15% discount. This would amount to around $400 off the price of the entire sectional. Simply reply to this email and advise as to how you would like move forward and we will gladly assist."
We do not agree with this offer because the company is lying about the original advertised price on their website and is not honoring the original sale price that they had advertised on 8.9.22 and the price that we paid for the 2-part sectional at $1399.00. There is someone named ******** who is supposed to call us on Friday at noon to try and resolve this. I have screenshots to disprove **********'s claim that it was never on sale for that price. They have yet to address the screenshots or the phone call and emails that we had on 9.30.22 with ************************* where she confirms the company's mistake and just keep claiming that we only ordered half a couch. Ridiculous and horrific customer service.

Sincerely,

*****************************
Initial Complaint
Date:10/27/2022
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.
Order #: ************ Item: Haven Bed + ********** ***** Yarn **** Linen Weave, Stone White, #******* List price: $1,699.00 1. The bed was on backorder for 5 months before it was ready to be delivered.2. When the first delivery was attempted on 9/20, the order didn't include all the correct or necessary pieces, and the delivery was ultimately returned to the warehouse.3. I was without a bed for over a month while waiting for the order issue to be corrected and to have the bed delivered.4. The second delivery attempt on 10/26 ALSO did not include all the correct or necessary pieces to construct the bed, but this time they left the pile in my house. I now have a pile of useless furniture slats and boards which cannot be put together because I am missing major components to do so.5. I spent the majority of the day today, 10/27, attempting to resolve the issues, only to be transferred back into the same queues over and over again, or directed to call other numbers which always seemed to route back to the same place. No one seemed able to, or interested in making sure the issue could be resolved, or even understanding what was actually happening. 6. I have now had to take three days off of work to attempt to resolve this issue, and still have no bed, no answers and no end in sight.
Business Response
Date: 10/29/2022
Williams-Sonoma, **** is in receipt of this customer's complaint. We have reviewed our customer's concern and have reached out to the customer by email to discuss the missing components to the bed.
Sincerely,
Williams-Sonoma, ****

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