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

3,290 total complaints in the last 3 years.
652 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:08/10/2022
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.
Date of the transaction: July 14th, 2022 in the store located at ****************************************************************** in the ******************* shopping mall.I paid $106.95 tax included for a GreenPan Premiere Frypan Set (******) that were falsely advertised as non-stick. I used few times and they stick. On August 8th *************************** ****************************************************************** in the ******************* shopping mall. I spoke with the manager and explained the quality issue with the pans saying that they do not work at all. I requested a store credit or exchange, but my request was denied with no further help or explanation besides that they are not responsible for the quality of what they sell. I communicate by phone and sent an email to their costumer service and they did not solve my situation either.
Business Response
Date: 08/10/2022
Williams-Sonoma, **** Is in receipt of this customer complaint. We have reviewed the customer concern.

The customer purchased an item from one of our stores and was refused service for a replacement.

As of today, I have asked the customer for their information so we can process a return for a refund to a merchandise gift card.

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

Sincerely,

Williams-Sonoma, ****
Customer Answer
Date: 08/14/2022
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. The said they will send me a label for me to return it and give me a store credit of $79.99. I am waiting for the label.

Sincerely,

Saysa *****************************
Initial Complaint
Date:08/09/2022
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.
************ Placed May 05, 2022 ****** Platform **** ****** Walnut **** #: ****** QTY: 1 $1259 An order for a bedframe was placed on the above date and delivery was initially promised by the end of June. Each time I look the delivery date is pushed out with no explanation. It is now supposedly to be delivered by August 24 As with it's sister company, West Elm, repeated requests receive no response. Either deliver my furniture or provide a full refund. This is dreadful customer service for such a large company.
Business Response
Date: 08/09/2022
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 #************ and see that this customer's ****** Bed has shipped to the customer's local delivery center. We have not received confirmation that the bed has arrived. We have contacted the delivery center for an order update. A member of our team will follow up with the customer directly. We consider this issue to be resolved.
Sincerely,
Williams Sonoma, Inc.

Customer Answer
Date: 08/10/2022

Complaint: 17695273

I am rejecting this response because: again, no date as to when I can expect delivery. I was also provided today with a number to call for delivery. After waiting online for 15 minutes, I gave up - no way to leave a message.

Sincerely,

*******************************
Business Response
Date: 08/18/2022
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. I show that the order is scheduled for delivery 08/31/20
Sincerely,
Williams-Sonoma, ****
Customer Answer
Date: 08/26/2022
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. It was only after contacting the BBB that I received a response from the business, so thank you very much.

Sincerely,

*******************************
Initial Complaint
Date:08/09/2022
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.
Purchased a bed from West Elm which was delivered on July 16, 2021.Model is Newport **** ***** Performance ******* Linen, White **** #: ******* Cost was $1,699 + delivery Order No. ************ Order Date: July 10, 2021 Last week on August 6, 2022 the cross-frame of the headboard broke, with the leg of the bed collapsed. As indicated, the bed is just over 12 months old - purchased new. The mattress has been taken off the bed, whilst we seek repair. I called West Elm, and then indicated needing to call another third party vendor (Furniture Medic) for repair. The vendor visited and they indicated it is likely more economical to purchase another headboard. I called West Elm again about getting the replacement piece, and they indicated someone will call me within **** business days. I am still waiting to hear back, but I would like this attended to ASAP, as we currently have the mattress located in living room.
Business Response
Date: 08/09/2022
Williams-Sonoma, **** is in receipt of this customer's complaint. We have reviewed our customer's concerns and offered a return for a merchandise card refund. *********** Bed is no longer available to replace.
Sincerely,
Williams-Sonoma, ****
Customer Answer
Date: 08/10/2022
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.
I have emailed them the details they requested (my shipping address). I am still waiting to hear back from them for the bed to be picked up and money refunded.

Sincerely,

*********************************
Initial Complaint
Date:08/09/2022
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 had purchased 4 dining chairs from Pottery Barn on March 3rd, 2022 for $2,048.46, Tracking# ************. I was supposed to receive them in May 2022, but the delivery date kept getting pushed back, which is understandable. But then, PB released my payment for my order back in May, when my chairs were still not shipped out. When I called PB to tell them this, there was nothing they could do about it since I used Affirm to pay for my chairs. Regardless, my payment should have NOT been released until I received my order. 3 months later, I have paid my order IN FULL and have been calling PB & emailing them each week. Meanwhile, they have a total stock of over **** chairs in their ** distribution center. I was told this 3 different times when I called, from a customer service rep, that they restocked. I kept asking why it was not being shipped out and they keep telling me its going too, wait 2-3 or 5-7 business days. Its very upsetting and stressful to go through this each week for the past 5 months. When you call PB, you have to wait 30 minutes to get through to customer service and when you do, tell you the same thing. I just want the chairs I ordered and paid for. Overall, PB should NOT release ANY payments until you receive your order.
Business Response
Date: 08/09/2022
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 #************ and see that a request for an update was submitted to our warehouse earlier today. A member of our team will follow up with the customer directly in 3 to 5 business days once the request is reviewed. We consider this issue to be resolved.

Sincerely,
Williams Sonoma, Inc.
Customer Answer
Date: 08/10/2022

Complaint: 17692337

I am rejecting this response because: I was told this NUMEROUS times for months. I have email chains with customer service reps telling me they sent a message to either a higher-up or the ** distribution center and I have to wait 3-5 business days. There is no reason I have to continue waiting 3-5 business days over and over again. If the last two reps told me they have over **** of the product i ordered 4 of, sitting there waiting to be shipped out, why isnt this happening? With all due respect, dont release payment until your customers receive their products because now PB has my money, while Im here fighting to get what I paid for. Im a loyal customer and I have been nothing but understanding, but not when I have to pay for something I dont have. Also, I would have canceled and got my money back, but I bought 4 of these chairs last year and I need the other 4 to complete my dining table.

Sincerely,

***************************
Business Response
Date: 08/18/2022
Williams-Sonoma, *** is in receipt of this customers complaint. We have reviewed the customers concerns. We are currently working toward resolution with this customer.
Initial Complaint
Date:08/09/2022
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.
In February my wife and I purchased a maternity chair for our nursery. They date of delivery that we were given when we purchased the chair was July 25th, 2022. Unfortunately the chair that we ordered was not delivered on the promised date. Furthermore, the chair has yet to even be made. We called Pottery Barn to cancel the order and get a refund several times, but each and every time they tell us that they can't cancel the order and that their vendor needs to do it. Now, we are out about $3000, have no chair for our daughter who is now two weeks old, and are no closer to either receiving the chair that we paid for or getting our money back so that we can purchase something from another company.
Business Response
Date: 08/09/2022
Williams-Sonoma, **** is in receipt of this customer's ******************** complaint. We are reviewing their concerns and will reach out to assist.

Sincerely,

Williams-Sonoma, ****
Customer Answer
Date: 08/09/2022
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********. I am interested to see how they plan on assisting us with this. We have been promised assistance before by their customer service representatives and nothing continues to be done. I am hoping they will honour our request to cancel our order and provide us with the refund that we have requested several times.

Sincerely,

***************************************
Initial Complaint
Date:08/09/2022
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.
West elm has items posted on their website that are back ordered and they provide shipping estimates to the contrary. Buyers only find out after theyve ordered the item that the items is back ordered with no actual shipping estimate. This is false advertising and actual draws in customers that would not have ordered their products vs competitors except that the competitors are honest about their lead times. It creates a headache for the consumer to cancel the order and an inconvenience.
Business Response
Date: 08/09/2022
Williams-Sonoma, **** is in receipt of this customer's complaint. We have reviewed our customer's concerns, and the media console is preparing to ship. The customer will receive a shipping confirmation as soon as possible. The estimated delivery date is 08/17/2022. Our marketing team is aware of the issue with the delivery dates and is in control of making changes to our website.
Sincerely,
Williams-Sonoma, ****
Initial Complaint
Date:08/08/2022
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.
West Elm has repeatedly falsely advertised the availability of their furniture. I am a repeat customer who has found that each time Ive placed an order on an item that was in stock, the furniture was delayed repeatedly for delivery. After paying full price for furniture items, Ive had to wait months to receive items that were late or in poor condition once received. When I called to discuss the ongoing delays with customer service, Ive been hung up on, placed on lengthy holds and waits, and yelled at by their customer service team. Poor manners and very poor responsiveness, I will never spend my money here again. Their website should come with a disclaimer that they will harass customers who pay full price for furniture with no guarantee on a timely delivery.
Business Response
Date: 08/09/2022
Williams-Sonoma, **** is in receipt of this customer's complaint. We have reviewed the customers concerns and have contacted customer to inquiry about order issues so we may provide further assistance in resolving customer's issues. Sincerely, ********************-********************, ****
Initial Complaint
Date:08/08/2022
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.
We ordered an outdoor couch and coffee table, choosing them based not only on looks/quality, but on delivery date. Our order was placed and fully paid for on June 7th 2022 (approx. $****) with an expected delivery no later than July 23rd.Fast forward two months, and the seat and coffee table haven't even left West Elm's distribution center. I've talked to customer service via email many many times (20+, each time with a new agent who says the same stock answer) about their committed (and undelivered) delivery dates, and I keep getting non-answers. I reached out to a local ******************** (**** members) in my area, and asked anyone else if they have had the same issues. Unfortunately, I am not the only one. Several of the group members had identical experiences.Today, the latest customer service agent said "I am very sorry you have not received an update on your order. The order is progressing with an estimated arrival to our home delivery team of 8/9. As the shipment approaches the furniture hub, the home delivery team will reach out to you to have a delivery date and time scheduled." Again, no confirmed dates (they also said I would be reached out to LAST Friday....nothing).Just to note, I had asked an agent on the phone if I could cancel my order, and they said yes, but the $350 delivery charge would NOT be refunded as it is already at their delivery center.I'm at my wit's end. It sounds like West Elm is taking advantage of its customers over and over! Can you please help?PS: I tried calling a customer service number today that I was given - apparently the couch and table have been sitting with the delivery company, AMJ, since July 15/19 respectively. I tried calling AMJ 4 times, and there was no answer. I also left a message, but have not heard back. I updated the email thread to West Elm with this info, and again I'm told the items have NOT left the warehouse. I am utterly confused.
Business Response
Date: 08/09/2022
Williams-Sonoma, **** is in receipt of this customer's complaint. I have forwarded this complaint onto leadership with our International team to follow up with our customer.

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

Customer Answer
Date: 08/15/2022

Complaint: 17690366

I am rejecting this response because I have not been contacted by anyone in management. I contacted AMJ myself and apparently scheduled a delivery for this Friday but another agent just told me my order wouldnt delivered until about Sept 2nd. Its like their left hand has no idea what the right is doing.

Sincerely,

*******************************
Business Response
Date: 08/18/2022
Williams-Sonoma, *** is in receipt of this customers complaint. We have reviewed the customers concerns. We are currently working toward resolution with this customer.
Customer Answer
Date: 08/23/2022

Complaint: 17690366

The furniture was delivered, and it was broken. AMJ, the delivery service, could not assemble the furniture, so after all this time had to take it back to the warehouse. I spoke to a "senior manager" at West Elm (via email), and they indicated the first delivery date for a new set would be 4-6 weeks. As this is ridiculous and unacceptable, I requested a refund. I am still awaiting that on my credit card.

Sincerely,

*******************************
Initial Complaint
Date:08/08/2022
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.
We placed an order for a bed on April 28, 2022 (Order # ************) and have been waiting for several weeks now with little update from West Elm except for continuous delays. At one point we were told the Bed was ready to be scheduled for delivery only to be told the bed was somehow lost in transit. We are now told the bed may not be available for another month or two. We just want the bed to be delivered at this point or some clear communication and concrete, realistic timeline(s).
Business Response
Date: 08/09/2022
Williams-Sonoma, **** is in receipt of this customer's complaint. We have reviewed our customers order and are in contact to assist with resolution. We have been working with our customer directly and the delivery center to come to a resolution.

Williams-Sonoma, ****
Initial Complaint
Date:08/08/2022
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 Pottery Barn on August 1, 2022, for the Northfield Navy Stripe Recycled Backpack large- with the estimated shipping date of August 5-9. I called on August 5, and the representative told me the backpack would be shipping Th at evening August 5. That evening I received an email stating the order was shipped and it would be delivered August 8. After checking the tracking number August 8, i found out the item hadnt even been shipped yet. Please see email attached. I called customer service, waited on hold for 40 mins and got *******. I told ******* the situation, he sent a message to his supervisor ****** who told him the item was on back order and didnt know when it would ship. I checked the website and the item was not on back order. I asked ******* to transfer my call to a supervisor which I waited on hold for another 45 mins. ******* returned to the call stating his supervisor looked more into it and the item was not on back order, but the backpack was packed and labeled waiting for *** and should be delivered on Sunday. I find it funny that when I asked for a supervisor, ****** decided to take more time to see what was really happening with my order rather then giving me a false response. She didnt take the time to speak to me which tells me as a customer my order doesnt matter. For such a high end brand Im shocked by the service Ive received. My daughters first day of school is Monday August 15, so though it doesnt matter to Pottery Barn its a big deal to my 11 year old! Thanks a lot! I want the backpack delivered to my house by Monday August 15!
Business Response
Date: 08/08/2022
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 # ************ and see that this customer called today for service with their order. This customer's order shipped via *** tracking number 1Z378V1W1244438158. This customer's order is expected to be delivered tomorrow, 8/9/2022. This customer was issued a special price adjustment credit of $21 back to their original form of payment. We consider this issue to be resolved.
Sincerely,

Williams Sonoma, Inc.
Customer Answer
Date: 08/09/2022

Complaint: 17689268

I am rejecting this response because:
Only after I tell the representative I'm filing a complaint, and follow through do things happen with my order. How professional to not respond to the other issues I described in my complaint! I'm keeping this open until it arrives at my house, I don't trust this company after already being lied to twice.

Sincerely,

*************************
Business Response
Date: 08/18/2022
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,
********************-********************, ***.

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This business has 1 alert

Complaints

Customer Complaints Summary

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