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

• 

  West Elm Store

  411 Park Ave Ste 135 Beachwood, OH 44122-4253

• 

  Williams-Sonoma Stores, Inc.

  1450 Ala Moana Blvd., #2220 Honolulu, HI 96814

• 

  Williams Sonoma Stores Inc.

  32100 Las Vegas Blvd S Ste 140 Jean, NV 89019-7007

• 

  Pottery Barn

  2500 N Mayfair Rd # 25 Milwaukee, WI 53226

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:10/24/2022

  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 ************ - This was supposed to be delivered weeks ago. My husband had to take the entire day off from work to accept delivery because I am disabled. So he lost an entire days wages because the delivery company lost it in their warehouse. Promised to report back to me with their findings in 48 hours or less. A week later I finally called and asked what is going on because they never contacted me. More time passed. Finally got the email to have it delivered. Weeks after the first delivery was to take place. Now I'm paying interest on something we didn't have but should have. In the meantime we had to get a chair because of my disability. We shouldn't have had to replace this but I need it for my sickness. We would like this picked up and taken back. This has been awful. Please use email to communicate. I never know when I will be able to talk.

  Business Response

  Date: 10/24/2022

  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 cancelled the order and the customer will be contacted by ***** for a pickup of her recliner. 
  
  Sincerely, 
  Williams-Sonoma, ****
  
  

  Customer Answer

  Date: 10/24/2022

   
  Complaint: 18304182
  
  I am rejecting this response because:  I haven't received any correspondence from Pottery Barn.  I have even checked my spam folder.  I did get a survey to ask how my interaction with ***** went today but never an actual interaction.  I also checked my voicemails in case you missed my request for email correspondence and it wasn't there either.  Please help, thank you.
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 10/27/2022

  Williams-Sonoma, **** is in receipt of this customers rejection. We have reviewed the customers concerns and have reached out to our customer to further assist. We have advised that we have created a return for a refund, and the customer can schedule with our delivery hub to have the item picked up for return. Once the item is picked up we can release the refund to the original payment method. 

  Sincerely,
  Williams-Sonoma, ****
  

  
  

  Customer Answer

  Date: 10/28/2022

  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:10/24/2022

  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.

  My wife and I purchased a dining room table from West Elm at the end of May-- when we placed the order, we were given an initial delivery date of July. July comes and goes, no table was ever delivered and we were given a new delivery date of August. We schedule a delivery date for August and were given a 12 hour delivery timeslot-- my wife and I coordinated work calendars to make ourselves available for 12 hours only to never hear from West Elm and never have a table get delivered. We contacted West Elm and they apologized and said the issue was due to the fact that they've changed their shipping hub/one shipping hub was closed. We get a new delivery date of September, with an actual timeslot. September comes and I called the day before to re-confirm the delivery and was told unfortunately only the base of the table is ready for delivery and they don't know where the table-top is. What am I supposed to do with a base and no table top? We rescheduled for October and were told a replacement top had been ordered and we should absolutely be getting our table. October comes and the delivery company ACTUALLY shows up. The gentleman walks into our home and asks "what did you guys order?" to which we replied a dining table. His response is "we only received the base from West Elm and don't have a table top in the delivery. Were you just getting the base?". I called West Elm and had the West Elm rep ask ME "Well where is the table top?". It's now the end of October (10/24) and we were given a date of 10/28 by a team lead. I just spoke with another rep that has stated we will likely not get our table until mid to late November. At this point, I feel like I've been scammed out of $1500 and not one single person at West Elm seems to care at all that we've had these challenges, cannot tell us when we'll get our table or what the issue has been. 48 calls + months of emails, I just want the table I ordered at the end of May and clear communication on what happened with this order

  Business Response

  Date: 10/24/2022

  Williams-Sonoma, **** Is in receipt of this customer rejection complaint. We have reviewed the customer concern.  
  
  The customer is upset that the replacement top was never delivered with the base.  
  
  As of today, I have reached out to the warehouse and asked them to push replacement order through in order to get the customer schedule.  
  
  We have also reached out to the customer for further assistance regarding the issue being resolved.   
  
  Sincerely,  
  
  Williams-Sonoma, ****  

  Customer Answer

  Date: 10/26/2022

   
  Complaint: 18303694
  
  I am rejecting this response because: the issue is not just simply not receiving the top with the base. while that should have been the delivery in the first place, to clarify my position:

   the customer is upset because:

  - the business continues to fail to provide a timeframe for the table to be delivered. 

  - the business has pushed the delivery estimate back over 5 times on an order that should have been delivered the first week of July (the original scheduling date)

  - the failure of operations of the business impacted this order - the business has told me the table top was shipped to a delivery hub that has been out of operation.

  - i have been in contact with the business over the past 6 months: 48 phones calls, 22 emails with a supervisor dating from end of Juiy to today, 4 emails to general inquiry and this order STILL has absolutely no concrete timeframe for delivery.

  for me to accept this "resolution", I need two things:a definitive date of delivery the business will fulfill this order to my home, per our contracted agreement; and my expectation is that West Elm will comp this order for a full reimbursement to the original payment method for the incredible failure this process has been.

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

  Business Response

  Date: 10/27/2022

  Williams-Sonoma, **** is in receipt of this customer's complaint.  While we understand our customer is very upset.  We will call our customer as soon as the table has been received to schedule the delivery.  Unfortunately, we can only provide estimated delivery dates.  I show we are waiting for a purchase order to be received and checked in.  We will follow up with our customer once we have received this inventory.  As for reimbursement we are unable to provide full reimbursement. We can a small amount of compensation upon successful delivery.  If our customer wants a full refund we can also cancel this order.  
  
  
  Williams-Sonoma, Inc
  
  

  Customer Answer

  Date: 10/28/2022

   
  Complaint: 18303694
  
  I cannot accept this as a resolution because there isnt one. This is the same story Ive heard for six months. I will accept the resolution when the business provides a tangible deadline that they will fulfill the order. They dont know where the item is. They dont know when it will be delivered. 
  

  Regarding compensation, we can have that discussion when the item is successfully delivered. 
  

  As I have previously explained to the business, I would like to keep this order because all other furniture companies are not delivering items until 2023. My hope is that this will be resolved before Thanksgiving. 
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:10/23/2022

  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.

  Hello,Contacted this company about removing/deleting my online account. No one could seem to direct me to completing this. I would like to delete the accounts for ******************************************************** The email associated with these are ************************* email has been compromised & would like the accounts deleted so no one can login.

  Business Response

  Date: 10/24/2022

  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,
  
  Williams-Sonoma, ***.

• Initial Complaint

  Date:10/23/2022

  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 contacted the company for replacement seat covers since mines was damaged, and every time they ship me the incorrect measurements. My seat covers are 41x92 and they keep sending me the wrong measurements.

  Business Response

  Date: 10/23/2022

  Williams-Sonoma, **** is in receipt of this customer's complaint. We have reviewed the customers concerns and have reached out to our customer to gather more details so we can help. 
  
  Sincerely,
  
  Williams-Sonoma, ****
  
  

• Initial Complaint

  Date:10/23/2022

  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.

  Purchased ambient lantern on 11-23-21. We unboxed it many months later. After less than 30 days of use the light wouldnt turn on. Called Pottery Barn and after spending nearly an hour with the rep (who was trying to find a similar item they could replace it with) she advised I could return the item for a refund which they would send a check back to me for. I drop off the item at *** and nearly 30 days pass without me receiving the refund. (Not the first time this is happened..seems this is their standard practice to allow the customer to follow up on the refund before its issued) I contact Pottery Barn again and ** told that they have to investigate the return despite the tracking showing it was returned almost a month ago. (This is the second time *** returned an item and was told they have to investigate the return) ** also told even after the investigation is complete I may only be given a store credit and not a refund check as I was originally promised. Pottery Barn sold me an overpriced defective product and lied to me. I will be closing my pottery barn credit card and will never purchase another product from them again. Even ******* has a better reputation than these people.

  Business Response

  Date: 10/23/2022

  Williams-Sonoma, **** is in receipt of this customer's complaint. However, we are unable to locate the customer's order with the information provided. The customer would need to provide the phone number, email address, or order number associated with the order placed. Once this information is received, we will research the matter further.
  
  Sincerely,
  Williams-Sonoma, ****

• Initial Complaint

  Date:10/23/2022

  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 understand supply chain issues and we have been patient but this situation is uniquely bad. We ordered a bed/desk from West Elm in May of 2022 for our eight year old daughter. Some products indicated delays but not this one. It was part of our decision making. We then experienced months of delays which we completely understand. We finally received confirmation that that bed was getting delivered Sunday 9/25/22. We cancelled our plans and prepared our daughters room for the arrival. This meant our daughter sleeping on the floor for one night. On Sunday 9/25, the delivery confirmation kept getting pushed back in the day until it was finally cancelled in the afternoon. Later that night, we received an email stating the delivery was rescheduled for Sunday 10/23/22. We are well aware of supply chain issues so we accepted the situation. Today is 10/23/22 and two out of three of the components were on the delivery truck. The missing component was the bed. We refused the partial delivery because it was missing the most important component, the bed. Our daughter has been sleeping on the floor for one month now. We called customer care and escalated our issue to a "supervisor". The "supervisor" could give us a full refund or 10% off a future order. Keep in mind our daughter has been sleeping on the floor for one month based on their information. The "supervisor" was very reluctant to give me his name. After over a minute, he eventually came up with "*****************". He sounded very unsure of this so it is possible this is not his real name. I then asked for his supervisor's name. After a minute or two of stonewalling me, he said "********". They couldn't even waive the cost of shipping off of a future bed order.Since our daughter has been on an emotional roller coaster while sleeping on the floor and we have cancelled plans on two separate weekends, I would like to make sure that West Elm has a small, dark stain on their reputation.#************ Thanks

  Business Response

  Date: 10/23/2022

  Williams-Sonoma, **** is in receipt of this customer's complaint. We have reviewed the customer's concerns. This customer has reached out to our **************** team and has requested this order be cancelled. A cancellation was processed on the order and a refund was issued in full back to the customers original form of payment. No further action is to be taken at this time. We consider this issue to be resolved.
  
   
  
  Sincerely,
  
  Williams-Sonoma, ****

  Customer Answer

  Date: 10/24/2022

   
  Complaint: 18301462
  
  I am rejecting this response because we deserve an apology.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 10/27/2022

  Williams-Sonoma, **** is in receipt of this customer's complaint.  We will follow up with our customer to apologize they cancelled their order, and we issued a full refund per their request.
  
  
  Williams-Sonoma, ****
  
  

• Initial Complaint

  Date:10/23/2022

  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.

  We purchase a sectional from West Elm in May 31, 2021 and didnt received the couch until August 2, 2021 that structurally was defective after less than 4 months of having the couch. The company replaced the entire sectional and the second sectional received was structurally defective within less than 4 months of owning. We contacted the company July 17th, 2022 and July 21, 2022 they came to collect the couch stating that we would be receiving a full refund to the card we used within 3-5 days. We never received the refund. We have called 13 times from 7/21-10/12. Each time being told that they figured out the glitch whether it be a refund to the card or we can expect a check in the mail in **** days. We have an email from the company stating that we will be receiving refund, attached is a photo of the email. The last several representatives have stated that they see that a refund check was initiated but is stuck in their releasing department which does not have a phone number to contact. Each call has been about an hour of our time and is not achieving our desired resolution of a full refund for a defective product that the store has taken back.

  Business Response

  Date: 10/23/2022

  Williams-Sonoma, **** is in receipt of this customer's complaint. We have reviewed the customer's concerns and have reached out to our customer to assist further.
  We have a request for a check to be sent to the customer and are working on getting it released. 
  Sincerely,
  
  Williams-Sonoma, ****

  Customer Answer

  Date: 10/24/2022

   
  Complaint: 18301038
  
  I am rejecting this response because: Williams Sonoma, Inc. never reached out to me yesterday regarding this issue. I was simply sent an email asking to review how my conversation went with them. Since the conversation never occurred I left a 1 star review and an explanation that this was a false statement that they contacted me. Additionally, I made note that they falsely represented what happened when communicating to the Better Business Bureau. See attachment of the review requested by Williams Sonoma, Inc. 10/23/22. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 10/27/2022

  Williams-Sonoma, **** Is in receipt of this customer rejection complaint. We have reviewed the customer concern.  
  
  The customer issues have been addressed and resolved. The customer has been issued a refund check and it was release as of 10/23. Advise the customer to allow ***** business days to receive via USPS. 
  
  /We have also reached out to the customer for further assistance regarding the issue being resolved.   
  
  Sincerely,  
  
  Williams-Sonoma, ****  

  Customer Answer

  Date: 10/30/2022

   
  Complaint: 18301038
  
  I am rejecting this response because: The issue has not been resolved, as we still have not been refunded. Williams Sonoma has stated that the check has been released. However, when I responded to them stating that I want a tracking number for the check sent, they never responded. 
  

  We have been told 4 times that they have sent a check and never received our refund. This issue is not resolved as we still have yet to be refunded and Williams Sonoma will not provide verification with a tracking number that a check was sent 10/23. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:10/22/2022

  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.

  I ordered a couch from potterybarn on august 18, I just received my order on October 19. It was the dream sofa u-shaped metal gray performance suede. It was full price at 8k plus taxes and shipping. The fabric and slip covers do not fit, the sofa looks terrible and came wrinkled. I now need to invest in a steamer, even more money to attempt to make my sofa better. They offered me a full refund but I would be out a sofa for another 2-3 months. I asked for a compensation discount, they offered me 10% or 1K towards potterybarn. That doesnt even pay for the taxes or shipping. I simple asked for them to provide 25-30% for my trouble. The supervisor told me she was only authorized to provide a 15% discount and no leadership above her level could either. I asked her to escalate my concern to higher management, she refused and told me to submit a form online. I did this and got the same response, this time I was offered 15% and a link to purchase their steamer for the couch since it came wrinkled with 10% off! I couldnt believe it. She also said my claim could not be escalated higher. I know this cannot be true. I should have added that after 2 hours on the phone, the supervisor who refused to escalate my claim hung up on me. The customer service I received was unacceptable! I simply asked for what they run promotional discounts on the furniture, which even 2 weeks after I ordered was 30% off and they also said they wouldnt honor within 30 days of purchase. Then sending me new slipcovers also isnt the answer because I would need to wait another couple of months and hope they fit. Still doesnt solve the inconvenience. I just want to be treated like a valued customer with care - my entire house is **********************, you would think they would want me to continue to be a customer. Refusing to escalate my claim saying 15% was it! I feel scammed and taken advantage of.

  Business Response

  Date: 10/23/2022

  Williams Sonoma, Inc. is in receipt of this customer's complaint. We have reviewed the customer's concerns. We have reviewed this customer's order #************ and see that this customer filed complaint #******** simultaneously for this issue. We have offered this customer 25% off to keep the sectional as-is. The sectional will be considered final sale and ineligible for any future recourse upon acceptance of the credit. We are awaiting this customer's reply to complaint #********. We consider this issue to be resolved. 
  
  Sincerely,
  Williams Sonoma, Inc.
  
  

  Customer Answer

  Date: 10/27/2022

   
  Complaint: 18300677
  
  I am rejecting this response because: I do think that 25% is enough if its a merchandise credit. The covers have been delivered in wrinkled condition and appearance is terrible. I will need to pay to have the slipcovers dry cleaned or I will need to purchase a steamer. Ive requested 30% for final sale and the commercial steamer they sell or a discount towards the steamer since I would need to apply the merchandise credit towards a steamer which I should not even have to purchase due to the condition in which the sectional was delivered. Ive been in contact with Potterybarn/*********************************** but I consistently get new representatives which makes me constantly have to start over. Im not dealing with one person to solve this and then have to wait for a response. Everything is being managed by email which is causing delays in resolution. Again not providing high customer service. Its making this process incredibly frustrating . I just would like to reach a resolution that is fair. 
  
  Sincerely,
  
  *****************-******

  Business Response

  Date: 10/27/2022

  Williams-Sonoma, **** Is in receipt of this customer rejection complaint. We have reviewed the customer concern.  
  
  The customer has reached out on different platforms concerning issue with sectional. We have given the customer different resolution to resolve the customer issues. We are waiting on the customer to decide on how she would like to mive forward. 
  
  We have also reached out to the customer for further assistance regarding the issue being resolved.   
  
  Sincerely,  
  
  Williams-Sonoma, ****  

  Customer Answer

  Date: 11/01/2022

   
  Complaint: 18300677
  
  I am rejecting this response because:I received an offer to resolve the matter. I was supposed to receive the merchandise credit. I have been waiting. When I followed up today, I was told this was on hold by leadership. This continues to be false promises. This is unacceptable. I am just waiting for them to follow through. This matter is not resolved no monies have been received and they have not satisfied the offer resolution. 
  
  Sincerely,
  
  *****************-******

• Initial Complaint

  Date:10/22/2022

  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 placed an order with West elm on Sep-1-2022 , order # ************, for a sectional sofa.After two delays (1.5 months) i received an email with cancellation without my permission, i called and tried to understand the reason, and it was a mistake from their customer service.I tried to place another order(smaller sofa) and now i have to pay 350$ extra for a smaller product! I tried with them to at least match the previous price and they did not agree!I seek your help in at least getting West elm to honor their word and correct their mistake and order me a new product with same or less price than my first one!Thank you

  Business Response

  Date: 10/23/2022

  Williams-Sonoma, **** is in receipt of this customer's complaint. We have reviewed the customers' concerns. This store has reached out to our **************** team for the customer and has requested this order be cancelled. A cancellation was processed on the order and a refund was issued in full back to the customers original form of payment. Well content customer. No further action is to be taken at this time. We consider this issue to be resolved.
  
  
   Sincerely,
  Williams-Sonoma, ****

• Initial Complaint

  Date:10/22/2022

  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.

  Placed order August 21st for $22k worth of furniture . Ordered in stock furniture that was promised within 5 weeks. Sales person assured me they would be delivered before October. Furniture has now been delayed multiple times (now until December) even though it is in stock on the website. Recently, my delivery status updated online stating that all items where ready to schedule for delivery. I schedule a delivery and the delivery comes with only 2 out of 13 items. I have contacted Dadeland West Elm and West Elm **************** and they give me a different excuse every time . Supervisor of ******** store has promised to call me and help with my issue and has ignored all my calls and never ends up calling back. I then spoke with delivery provider, who said that the furniture they had gotten has quality issues, something that west elm customer service has lied about and never mentioned to me. Instead they blame it on warehouse issues, then on the Hurricane which never passed by Miami and occurred over a month ago. I am tired of being ignored and tired of constantly being lied to and ignored especially after spending $22,000.

  Business Response

  Date: 10/23/2022

  Williams-Sonoma, **** is in receipt of this customer's ******************** complaint. We have reviewed the customer's concerns and have reached out to the customer to further assist.  Upon reviewing the customer's account, I do see that an appointment is set for 10/24.  I have also taken the necessary steps and submitted an urgent request to our delivery center in relation to this matter.
  
  Sincerely, 
  Williams-Sonoma, ****

  Customer Answer

  Date: 10/23/2022

   
  Complaint: 18300048
  
  I am rejecting this response because: 1. No one has reached out to me regarding the matter. Them claiming they have contacted me is another lie out of many I have been told by West Elm. 2. The appointment set for 10/24 is only for 2 ITEMS. As stated in my original complaint that was not clearly read, the delivery provider has stated that they only have 2 items and that they have not received any of the other 13 items. 
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 10/27/2022

  Williams-Sonoma, **** is in receipt of this customer's complaint.
  I show that we have reached out to the distribution center and hub regarding remaining furniture items and are awaiting an answer from them.
  We have reviewed the customer's concerns and have reached out to our customer to assist further.
  
  Sincerely,
  
  Williams-Sonoma, ****