Business Profile

Home Accessories

Williams Sonoma, Inc.

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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

3,289 total complaints in the last 3 years.
649 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.

Initial Complaint
Date:10/06/2022
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 placed a nursery furniture order (************) from Pottery Barn Kids in *********, ** in May 2022. My order was delayed until late September, and when I received my furniture it was damaged. The Larkin dresser/changing station has yellow paint that looks like highlighter on the front of it, and my customer Charleston Recliner Chair has dirt spots that will not come out on the cushion and the arms. I am 9 months pregnant, and it was a lot of work to organize the nursery, line the drawers and put away the clothes. The replacement furniture will not be delivered until after my delivery in which I will be unable to bend down, and this is putting me and my health at risk. Furthermore, I was told on September 10th, that I would receive a $500.00 merchandise credit for my inconvenience, and it is now October 6, 2022 and I have not received it. I spoke with several customer service representatives including a manager, *************************, a chat representative **** and ******, to name a few. All of which told me this issue was resolved and I would receive my merch credit in ***** hours. I still have not received it, and was told today on October 6 that it is still pending review. I have been lied to as the customer, and I have paid for furniture that was delivered damaged and would like PBK to make this right for me, especially considering I am 9 months pregnant and this has caused a great deal of stress on me during my last month of pregnancy, which is critical for fetal development.
Business Response
Date: 10/08/2022
Williams-Sonoma, *** is in receipt of this customers complaint. We have reviewed the customers concerns. We are currently working toward a resolution with this customer.

Sincerely,
Williams Sonoma, Inc.
Initial Complaint
Date:10/06/2022
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.
I returned items to West Elm totaling $2885.80 in July with the processing of the return starting in June. They agreed to a full refund multiple times in writing and keep apologizing for it not being issued yet. They have the retuned items and this is a lot of money and it is my money. I dont see any resolution through their department even though they keep apologizing.
Business Response
Date: 10/08/2022
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, ***.
Customer Answer
Date: 10/14/2022

Complaint: 18175810

I am rejecting this response because:
the person who responded said I received a store credit for the full amount which never actually happened. The partial store credit I received was voided bc it was neither a refund nor was it the full amount. I specifically was told I would get a full refund. The person responding did not do a thorough job investigating.

Sincerely,

***************************
Business Response
Date: 10/17/2022
Williams-Sonoma, **** is receipt of the customer's rejection. A refund check was issued on 10/10 and the customer should receive it in the mail within ***** days.

Sincerely,
Williams-Sonoma, ****

Customer Answer
Date: 10/18/2022
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. Thank you.

Sincerely,

***************************
Initial Complaint
Date:10/05/2022
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.
On July 26, 2022 I ordered a backpack for my son for back to school. This was during tax free week here in *******. When I made the purchase, it showed: Merchandise: $59.50, Personalization: $15.00 Estimated Tax: $4.46 Total $80.09. I paid it, thinking the estimated tax would not actually be charged but it was. Soon after I contacted Pottery Barn and explained I lived in ******* and it was sales tax free week and backpacks were included. They put in a ticket for review within their company. It has been almost 3 months with no resolution. I am always told its under review and I need to wait **** days. At this point, I have been patient for almost 90 days and I am frustrated.
Business Response
Date: 10/08/2022
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.

Sincerely,

Williams-Sonoma, ****
Customer Answer
Date: 10/08/2022
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:10/05/2022
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.
It seems impossible to unsubscribe from your catalog mail. I have tried calling your customer service and was put on hold for 30 minutes to no avail because no one knows how to unsubscribe someone from the catalog mail. Completely useless customer service, it's laughable. I tried also using your website catalog preferences form which does not work because it references a nine digit number that does not exist on the back of my catalog. The only number on the back of my catalog shows source number 38155-93.
Business Response
Date: 10/07/2022
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 their catalog subscription be cancelled. A submission was processed on the customers behalf to ensure issue is properly resolved. No further action is to be taken at this time. We consider this issue to be completed.

Sincerely,
Williams-Sonoma, ****
Customer Answer
Date: 10/09/2022
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:10/05/2022
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.
I purchased a 3 tier marble fruit bowl costing approximately $365.00. It arrived broken. I returned the merchandise for an exchange **** Tracking #1Z E3F 300 90 **** ****). 3-months later I have NOT received an exchange so I requested a full refund in which I still have not received. I have spoke with several representatives at ******* Sonoma who were very unhelpful!
Business Response
Date: 10/07/2022
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. Due to the way the return was setup, we had to manually release the refund, which I have done today. This should be reflected in the customer bank account over the next 3 - 5 business days.
Sincerely,
Williams-Sonoma, ****

Customer Answer
Date: 10/12/2022
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:10/05/2022
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.
In June of 2021 I purchased a couch from West Elm (order #************) and was told due to supply chain issues it would be delivered in November of 2021. Within two weeks of order I received the first of many updates that continued to inform me the couch was delayed. In April of 2022, after still not having received the couch, we were moving out of state and I contacted West Elm to cancel the order. West Elm informed me they could not cancel the order due to the fact it was being manufactured by a vendor. I informed them I was moving and they told me they would re-route the shipment to my new address and I would receive a negotiated discount upon delivery for my troubles or I could reject delivery when they attempted to deliver. In May of 2022 I informed them of my new address and was told they would re-route the shipment. In June of 2022 my credit card was charged $2,443.57 for that couch which they said was because they had received it from the vendor and they were prepared to deliver to me. I soon received a call from a delivery agent that they were attempting to deliver the couch to my old address that West Elm said they would change to my new address. After speaking with West Elm they promised to re-route the shipment immediately to me. In July of 2022 I began receiving calls again from the delivery company attempting to deliver to my old address. Speaking with West Elm again they claimed the customer service person failed to re-route the shipment and it was being taken care of. *** in October of 2022 I still do not have the couch, have been charged the $2,443.57 and West Elm is not able to provide any updates on the status of the couch.
Business Response
Date: 10/07/2022
Williams-Sonoma, **** is in receipt of the customer's complaint. We have responded to the customer letting him that we are seeking an update on his Sofa which was re-routed due to an address change. We will contact the customer as soon as we hear back.

Sincerely,
Williams-Sonoma, ****
Customer Answer
Date: 10/07/2022

Complaint: 18169421

I am rejecting this response because: this is the same response I have been getting for months. Someone tells me they will follow up and they dont and I have to seek out them again. Then they give me some story about how its on the way and I should wait 6 weeks for an update

Sincerely,

*********************
Business Response
Date: 10/11/2022
Williams-Sonoma, *** is in receipt of this customers complaint. We have reviewed the customers concerns. We have scheduled an appointment for delivery on 10/15.

Sincerely,
Williams-Sonoma, ***.

Customer Answer
Date: 10/15/2022

Complaint: 18169421

I am rejecting this response because: finally received the couch today after 16 months. West Elm is not working with me on an agreeable discount. I was told the negotiations for a discount would begin at 30% back when I first tried to cancel the order but was told by West Elm they could not cancel the order. West Elm told me they would not negotiate the discount until the couch was delivered. Now that the couch was delivered today, 16 months after I ordered and 7 months and countless hours of tracking progress through emails and phone calls with West Elm, since I tried to cancel, they insist the 30% is all they will discount. This is not acceptable from my side as I was already forced to purchase another couch as we grew frustrated of sitting on the floor. Do we still love the couch, yes, but having already purchased another couch the price isnt worth it to me to keep the couch.

Sincerely,

*********************
Business Response
Date: 10/22/2022
Williams-Sonoma, **** is in receipt of this customer's rejection. We have reviewed the customers' concerns and have reached out to our customer to further assist with the matter. We are currently corresponding with the customer to come to a resolution with the desired compensation that had been previously offered. No further action is to be taken at this time. We consider this issue to be resolved.

Sincerely,
Williams-Sonoma, ****
Initial Complaint
Date:10/04/2022
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.
I ordered a nursery changing table and topper from pottery barn kids in May 2022. I was told by the store salesperson that the item was not backordered. It was delayed for delivery from July to August. Then in August they only delivered the topper piece not the dresser part of the furniture. Ive reached out regularly with customer service for the last 3 months and have had 3 fails delivery attempts by pottery barn to get this item. Im still waiting for it and have no idea when they will get it to me.
Business Response
Date: 10/07/2022
Williams-Sonoma, **** Is in receipt of this customer rejection complaint. We have reviewed the customer concern.  The customer issue has been resolved and the item was cancelled.  We have also reached out to the customer to further apologize for any frustrations we have caused.

Sincerely,
Williams-Sonoma, ****
Customer Answer
Date: 10/07/2022

Complaint: 18169205

I am rejecting this response because: I ended up canceling the order due to the continuing delays and lack of information regarding
status of when the item could be delivered. I spent countless hours contacting multiple customer service teams and continued to get nowhere. Even trying to cancel the order was a hassle and required me to insist that it be done when I was told it could not. Only upon asking to speak to a higher level employee did I get anywhere with canceling the item. *** never had a more negative experience with ordering an item and never encountered such a lack of coordination for delivery and cannot believe that the way my issue was handled is considered satisfactory with the company.

Sincerely,

*******************************
Business Response
Date: 10/11/2022
"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. The Dresser and Topper referenced in the original complaint have been cancelled and the customer has been fully refunded for this item, $1,200.34 on 10/6. We consider this matter closed.

Sincerely,

Williams-Sonoma, ****
Customer Answer
Date: 10/14/2022
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:10/04/2022
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 received a duplicate wedding registry item (a scone pan) as a gift for my wedding. The gift was sent to me at my home. I returned the item to Williams Sonoma via mail. Instead of refunding me, the recipient of the gift, Williams Sonoma mistakenly refunded the purchaser of the gift. They are now refusing to refund me, the rightful owner of the item.
Business Response
Date: 10/07/2022
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, ***.
Customer Answer
Date: 10/07/2022

Complaint: 18167774

I am rejecting this response because: I have once again been contacted by a random customer service person who has no clue what is going on and has asked me AGAIN for my order number. They are even referencing the wrong order number that was explicitly in the documents I uploaded. I will not accept a resolution until I have my refund in hand. If I do not receive my money by tomorrow, I will proceed to file a consumer protection complaint with my state agency. This is absolutely out of hand. I opened a case and asked for a supervisor to call me. NO one has called me or attempted to reach out.

Sincerely,

*************************
Business Response
Date: 10/11/2022
Williams-Sonoma, **** Is in receipt of this customer rejection complaint. We have reviewed the customer concern.

The customer issue was resolved on 10/7/2022 by leadership. The customer was refunded in full in the form of an electronic gift card that was sent to her email.

We have also reached out to the customer for further assistance regarding the issue being resolved.

Sincerely,

Williams-Sonoma, ****
Initial Complaint
Date:10/04/2022
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.
Bought a bedroom set (Oakleigh) and it arrived after about 3 months. The side boards to the bed came damaged and they offered to make that right. To this point it was just frustrating. However, I tested the drawers of the dresser and night stand and they can barely open with extreme force and then to close they need to slammed shut and hit on both the left and right side to close properly. I called customer service and they said that I can exchange it, but I do not want to wait 3 months for the same poorly made product. I paid thousands of dollars for this furniture and it should work as advertised "smooth close with stainless steel ball bearing slides" but it is anything but smooth. The issue could be remedied perhaps by the installation of new slides, but they are unwilling to entertain any logical resolutions and offer only "return or replace"
Business Response
Date: 10/07/2022
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 replaced the damaged side rails to the bed with an ETA of 10/13, and as for the dresser and two nightstands, we have submitted a Delivery Quality ticket to have the items evaluated by a furniture medic to see if they can be repaired, or if they would need replacement. We have advised the customer they will receive an email they will need to send photos in reply to, so that our team can work the ticket. They will then follow up with the customer regarding options for resolution, and we look forward to getting this resolved.
Sincerely,
Williams-Sonoma, ****
Initial Complaint
Date:10/04/2022
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 bed and mattress from PBK on July 16, 2022. Delivery was scheduled for early August, 2022. When the date approached, it was rescheduled as the mattress was still waiting to be shipped to PBK. The following week, it was rescheduled again, then it was rescheduled again for August 31, 2022. On August 31, 2022 the delivery truck came. They brought in the bed and set it up, when the bed was completed they told me the mattress was backordered and that I should have received a phone call. I did NOT receive a call from PBK or any delivery person. Had I known that the mattress was missing, I would not have accepted the bed, it was already put together before I knew the mattress was missing. I called PBK on August 31, 2022 and spoke with Feweba a supervisor @ 2-3 pm (it took an hour to speak with a supervisor), she said the system was down and she promised she would return my call on Friday, September 2, 2022. ****** said she will call me if she says she would. Well, she did NOT. I called back on September 9, 2022 and spoke with *******, she said my mattress delivery would be September 21, 2022. Again, I never heard anything. I called PBK on September 21, 2022 and this time I spoke with ****** she admitted that this has been happening with their deliveries a lot. I said I wanted the bed returned and to cancel the mattress. April said it was cancelled. PBK would contact me to pick up the bed. NOTHING! I NEVER received the August 10th mattress delivery. It was CANCELLED, for $862.84. PBK is still saying that owe this. The July 16, 2022 charge for $1,425.80, has been approved by PBK for return. I paid for this on my CC, I want a refund for this, whenever if ever PBK picks it up, its on them. Im ready to put it in the trash. Ive already purchased another bed from a company that actually delivered the bed and MATTRESS. I have contacted my CC company to reverse the charge, PBK is denying my request. PBK delivery team does not give ANY paperwork. I only have photo
Business Response
Date: 10/06/2022
Williams Sonoma, Inc. is in receipt of this customer's complaint. We have reviewed the customer's concerns. We have reviewed the customer's order number ************ and see this customer has not received their mattress. We have issued a refund for the mattress and initiated a return for the bed. A member of our team will follow up with this customer directly to arrange pick up of the bed. This customer will receive a refund for the bed within 3 to 5 business days of pick up. We consider this issue to be resolved.
Sincerely,
Williams Sonoma, Inc.

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This business has 1 alert

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