Business Profile

Home Accessories

Williams Sonoma, Inc.

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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.

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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:12/18/2024
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.
Ordered December 8, 2024, with delivery scheduled December 12 - 18. Product on sale for $649 (usually $799). Used $590 reward points and balance on a credit card. ******* Sonoma canceled the order and has yet to provide a specific reason for cancellation. They will not let me re-order at the sale price or deliver by Christmas.
Business Response
Date: 12/24/2024
Williams-Sonoma, **** is in receipt of this customer's complaint. We have reviewed our customers concerns and confirmed a leader with our social media team contacted our customer to help.

Sincerely,

Williams-Sonoma******
Initial Complaint
Date:12/17/2024
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 an Oversized Anywhere Chair from Pottery Barn Kids (subsidiary of Williams-Sonoma, ***** on 11/13/24. They offer an option to personalize with embroidery, which I chose and paid for. This chair costed $184 plus $15 for embroidery (plus tax and shipping). When I received the chair, the embroidery was comically tiny and not at all as depicted in the advertisement on their website. After double checking that there was not a font size option that I missed (there was not), I called customer service. The agent asked for a photo, which I provided, and she even laughed when she opened the photo because of how tiny the embroidery was on the chair. She told me that she would send me a new chair, but the color I'd originally ordered was now out of stock, so she asked me to pick a different color, and I did. However, the original embroidery color was white (on a pink chair), and the new chair which is a disney princess theme would have hidden the white font, so the agent and I discussed this and that we would change it to blue font instead. I then received the new chair in the mail, and the font was embroidered in the correct size, but in white, which we specifically discussed NOT doing. So I call customer service again, and after spending a total of 2.5 hours on the phone with 3 different agents (there aren't enough characters to provide the details but I am happy to provide them elsewhere), the best solution they could offer was to return 1 chair, keep the other, and get a $45 partial refund. This is despite my insistence that $45 is not appropriate compensation for the time and energy I spent trying to correct their TWO mistakes for my order, and that this is not the type of service one would expect from a company that claims to be a luxury furniture brand.
Business Response
Date: 12/23/2024
Williams-Sonoma, **** is in receipt of this customer's complaint. We have reviewed our customers concerns and requested a leader with our social media team to contact our customer to help. Please allow two to three business days for contact.

Sincerely,

Williams-Sonoma, ****
Initial Complaint
Date:12/17/2024
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.
On Nov 20th 2024 I ordered Duck Confit from Williams Sonoma. it was supposed to arrive frozen but arrived thawed out and was unusable. They said they would resend me the Duck Confit. Weeks later, another thawed out box of Duck Confit arrived. After spending a very long time on the phone, waiting for a refund or gift card, they just plainly said there is no refund or gift card to give me. Almost $100 down the drain. I will not be shopping with them anymore.
Business Response
Date: 12/23/2024
Williams-Sonoma, **** is in receipt of this customer's complaint. We have reviewed our customers concerns and confirmed a credit was issued to reflect a refund in full on this order. Please allow two to three business days for this refund to reflect on the credit card used for purchase.

Sincerely,

Williams-Sonoma, ****
Initial Complaint
Date:12/17/2024
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 purchased a dining table back at the end of October October and West Elm schedule the delivery for Nov 26. my table came damaged and **************** offered $160 discount to keep the table or to return the table so the delivery people took the table away and said that I would get a new one. The new delivery was scheduled for January 26 ! two months later than my original delivery! . At that time I had already gotten rid of my old table so I did not have a table for Thanksgiving and I will not have a table for Christmas. I got in contact with the store that told me that I couldve kept the table and waited for the new one, but that was not the information that was given to me at delivery. So Im trying since then to get any help from any manager at the store. I talked to three different managers and none of them gave me a solution for my case. I spoke to Jan, **** and *******. The only one that opened a case for me was ******* after me calling the store five times. Still ******* has not followed up after we talked more than a week ago. I am very disappointed with West Elm . This is a poor service from their part and again Im extremely disappointed and will not be shopping with them again, . We also got another two tables that came damaged and decided to return Them. Im extremely disappointed and will not be shopping with them again, unfortunately
Business Response
Date: 12/23/2024
Williams-Sonoma,Inc. is in receipt of this customers complaint. We have reviewed our customers concerns regarding this order. We confirm a member of leadership with our business department is currently owning this customers order and has reached out to our customer to help. No further action will be taken by our team as our Business leadership department is already addressing this concern for our customer.

Sincerely,

********************-********************, Inc.
Customer Answer
Date: 12/24/2024

Complaint: 22697595

I am rejecting this response because:
No one from Williams Sonoma has contacted me yet and after I made the complaint here I tried one more time calling the store to talk to ******* the manager but instead of listening to my concerns, ******* , West Elm ******* store manager abruptly hung up the phone while I was still speaking.
This behavior is completely unacceptable and unprofessional, especially coming from someone in a managerial position. As a customer, I expect to be treated with respect and courtesy, regardless of the nature of the issue. Such actions not only reflect poorly on the individual but also on the store as a whole.
I urge you to address this matter promptly and ensure that no other customers have to experience such treatment in the future. Please let me know the steps being taken to resolve this issue.

Sincerely,

****** *****
Business Response
Date: 12/24/2024
Williams-Sonoma, **** is in receipt of this customers complaint. We have reviewed our customers concerns and have reviewed this order again for our customer. We confirmed a leader with our ******************* is owning this customers order. We have relayed this message to our Business leadership department and requested our customer to be contacted to help. No further action will be taken by our team as a leader with our ******************* is already addressing this concern.

Sincerely,

Williams-Sonoma, ****

Customer Answer
Date: 01/13/2025

Complaint: 22697595

I am rejecting this response because:
They have horrible customer service and do t care about any of their clients. Just check the ****** reviews for West Elm ******* and you will see your customer service is awful. My situation still hasnt been solved and unfortunately Im giving up since I dont have more time for this. You have definitely lost a customer along with all my clients

Sincerely,

****** *****
Initial Complaint
Date:12/17/2024
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.
The company has repeatedly failed to deliver on their commitments, providing one excuse after another. Initially, they promised to send the product I purchased. Later, they claimed it was too expensive to ship and required an investigation. They then advised me to file a dispute with my card/bankcompany before agreeing to return the incorrect item and send a new one. However, I'm still waiting; they assured me it would arrive by tomorrow, but nothing has been sent. They keep deflecting by telling me to contact another person who is supposedly in charge. This experience has been incredibly frustrating. I spent $1,306 of my hard-earned savings on a gift for my husband and received an item worth only $250, which has already been picked up, and I have yet to receive the replacement they promised. Where are my consumer rights in this situation? In the attachment you will see the tracking number from the box with the wrong product. Please I need help this is not okay. *********, ******** ******
Business Response
Date: 12/23/2024
Williams-Sonoma, **** is in receipt of this customer's complaint. We have reviewed our customers concerns and confirmed the return is in process. We will follow the replacement request for our customer and reach out with an update within two to three business days.

Sincerely,

Williams-Sonoma, ****
Initial Complaint
Date:12/16/2024
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I put in an order October 25 for a buffet marble table and two chairs. The buffet was delivered to *************** ******* on November 13. I called Pottery Barn several times to see if they would deliver the buffet since waiting on items for the table. The customer service was really rude one lady said she would put in for a split delivery on the third phone call and then I would be emailed nobody ever emailed me about a split delivery then finally I was told last week that my furniture was in ready for delivery on Saturday the 14th. My window was from 10 to 12. I received a text message with a tracking device of the truck and have Movers friends at my house clearing the furniture because I just came out of surgery a few days ago. I almost received a phone call about an hour before the delivery was expected saying that there were no longer coming because one of the parts of the table was damaged although they did have the buffet and everything else on the table literally a mile from my house they turned around and never came. I have never has such a stressful experience. The last few times I ordered furniture from Pottery Barn. They were damaged. I dont know how they treat their furniture when shipping but *** had a refund on all the furniture that I purchased from pottery barn except my sofa now I want to put in a official complaint because I feel from reading other peoples complaints that this is a practice of this company that they have no respect for people time taken off or their lives. They dont have responsibility to make sure the items are put together and in place before scheduling delivery very unprofessional and very unorganized for such a large company that is supposed to have luxury furniture. I spent top dollar on the stuff I buy from them and Im very disappointed.
Business Response
Date: 12/23/2024
Williams-Sonoma, **** is in receipt of this customer's complaint. We have reviewed our customers concerns and elevated this issue for our customer. We also requested that our customer be contacted for an update.

Sincerely,

Williams-Sonoma, ****
Customer Answer
Date: 12/27/2024

Complaint: 22696440

I am rejecting this response because:
I received an alert to schedule a delivery. I was all excited once again to have time off work and they arrived with ** received an alert to schedule a delivery. I was all excited once again to have time off work and they arrived with the bottom of a table. No too to the table, no chairs and no buffet. I then called three times was hung up on the first time then called back and the lady said she couldnt fit me in for the weekend for a delivery, but she would send an email and they would let me know the next day, I never heard back once again about whether they could squeeze me in for the weekend I tentatively scheduled for Monday Every time the customer service department has said they are going to respond to me within 24 hours they have never responded to me once this furniture is delivered. I will no longer be a customer of ******************** or ********************. Unfortunately, the service has been more stressful than any other service and its not worth it I am praying that the furniture they do come with on Monday has no damage to it since that itll all be opened here. Sounds like theyre gonna build it in my family room. I wouldve expected a little bit more from this company to make sure that the bottom of the table and the rest of the furniture came at the same time. It makes no sense. Theres no communication only emails nobody ever calls you. In fact, that response seems very generic. I have not heard from anybody. I got an alert via text to schedule the delivery once again, so well see what shows up on Monday.
Sincerely,

******** **********
Business Response
Date: 01/08/2025
Williams-Sonoma, **** is in receipt of this customers complaint. We have reviewed our customers concerns regarding this order. We confirm leadership in our customer service department is owning this customers order. We have relayed this complaint to our customer service leadership department. No further action is required by this department, as a member of the leadership in our customer service department is addressing this concern for our customer.

Sincerely,

Williams-Sonoma, ****

Customer Answer
Date: 01/10/2025
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. However, if for some reason, the buffet doesnt arrive in a timely matter, I will have to reopen the case. I do appreciate the customer service agent that is working with me. Thank you

Sincerely,

******** **********
Initial Complaint
Date:12/16/2024
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.
Date of purchase: 11/27/2024 Business: Williams Sonoma Hi! On 11/27/24, I purchased the ******* Airfryer Essential Collection Compact (item #*******) from Williams Sonoma for $87.87 after taxes and fees. This was a Black Friday promotion, as the original value is $179.95. On 12/6/24, I received an email from Williams Sonoma stating this: "Dear *****,Recently you placed order ************ from Williams-Sonoma. We are sorry to let you know that your ******* Airfryer - Essential Collection Compact cannot be shipped in time for the holiday. To make sure you have an air fryer in time, we would like to send you the ******* Air Fryer 2000 Series XL instead. This machine has the same capacity, air frying technology, and a viewing ********* view this updated item, please enter the item number below in the search bar on our website.6479857, ******* Air Fryer 2000 Series XL We apologize for any inconvenience and are available at ************ should this alternative not work for you. If we do not hear from you by December 8th regarding a cancelation, we will ship you the alternative item and refund the difference in cost."I do not want the replacement item. I tried reaching out to their online customer service to cancel this order before December 8th but was unable to get ahold of an associate after multiple tries. On December 11th, I received an email that the ******* Air Fryer 2000 Series XL was shipped to me and I was charged $87.87 for it. I called customer service to cancel and they told me that they could return it to sender for a refund. As of 12/16, I received an email that this item was successfully returned to sender but have not received a refund. I reached out to customer service and they shared that they would start the refund process but they charged me $30 for a return shipping fee. This fee was not disclosed to me over the phone. I submitted additional requests to dispute this fee but both have been denied by customer service. Please help.
Business Response
Date: 12/23/2024
Williams-Sonoma, **** is in receipt of this customer's complaint. We have reviewed our customers concerns and confirmed an additional credit was issued to reflect a refund in full on this order. Please allow two to three business days for this refund to reflect on the credit card used for purchase.

Sincerely,

Williams-Sonoma, ****
Customer Answer
Date: 12/24/2024
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:12/15/2024
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 purchased a $2,250 bed from Rejuvenation. It was a beautiful bed, and we loved it, except we noticed creaking a few months into owning it. We decided to contact Williams Sonoma support and schedule a date for their service team to try fixing the bed. After the service team came out, the creaking got worse. I called back and was asked to submit a video where you could audibly hear the creaking. The representative I sent the video to also heard it and said that while she expected that a merchandise credit would be issued, it would need to be approved by a supervisor.A couple of days later, I got a call saying that the warranty claim had been denied because they believed the sounds in the video were sliding and not creaking. They recommended that I put a rug under the bed instead. When I offered to do that and retake the video, they said that they could not accept it because by putting the rug under the bed, I would alter the integrity of the bed and, therefore, would need to restart the claim process all over, putting me in a catch-22!It sure looks like Williams Sonoma is trying to take a page out of the health insurance companies playbook by denying valid claims. Over the years, we have bought many items from their brands (West Elm, Pottery Barn, and Rejuvenation ). We've never had any issues, and the one time we do, they turn us away. Shame on Williams Sonoma.
Business Response
Date: 12/16/2024
Williams-Sonoma,Inc. is in receipt of this customers complaint. We have reviewed our customers concerns regarding this order. We confirm this is a Business order.We have relayed our customers complaint to our ******************* for our customer and a leader with our ******************* will contact our customer to help. No further action will be taken by our team as our Business leadership department is already addressing this concern for our customer.

Sincerely,

********************-********************, Inc.
Initial Complaint
Date:12/15/2024
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 began these transactions 2 years ago in 2022. I ordered a queen size duvet and matching pillow shams. They were made with inferior thread and started to come apart. I was able to return the order, after sending pictures of the issue. I was sent a merchandise credit card for the total amount. I ordered a different duvet and shams from them using the credit. The color was to be eucalyptus. It was a sand color, not green, so I returned those items and had to make two trips for mailing because the shams came a month after I had returned the 2nd duvet. They refuse to give me a return on my original credit card and sent me an email merchandise crediton December 4, 2024. I spent several hours trying to get the amount, which I could not get because they had used an old email from 6 years ago, when I lived in **********. The customer service people were very nice but I would have to wait 24 hours to access my account because of the email mistake. Pottery Barn refuses to refund my money to the credit card I used to make the original purchase. They have had my $389.00 for almost 2 years and have made it, virtually, impossible for me to obtain my money by any means. The accounting by this company is ******* and the record keeping of an individuals orders, returns, etc. are nonexistent. I can imagine keeping my money is to their advantage, but their skirting of the legalities are questionable.
Business Response
Date: 12/18/2024
Williams-Sonoma, **** is in receipt of this customer's complaint. We have reviewed our customers concerns and confirm leadership in our customer service department is owning this customers order. We also confirm this request is already showing reviewed and denied by leadership. Due to leadership involvement, no further action is required by this department. We consider this issue resolved.

Sincerely,

Williams-Sonoma, ****
Initial Complaint
Date:12/14/2024
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.
Last year, around this same time, I purchased a stiwnekss stroke alclad steamer form this company. They sent the wrong item, the wrong item was returned and confirmed but they never refunded me. They text me many times saying they were working on the issues but then no resolution. They just did nothing. I am writing again to find out why they never continued to reply and when I can expect a refund. Thanks. I cant find the order number but they can find it under *******************. **********************************
Business Response
Date: 12/16/2024
Williams-Sonoma, **** is in receipt of this customers complaint. We have reviewed our customers concerns and have reviewed this order for our customer. Due to financial issues and for our customers' security, we have a specialized department that is owning this order for payment issues. Our customer may contact that department at: **************. Due to federal restrictions, customer service individuals are not able to see customers payment, open transactions or view any information regarding financial obligations, thus we consider this case resolved as we are not able to further assist.

Sincerely,

Williams-Sonoma, ****

Customer Answer
Date: 12/16/2024

Complaint: 22686443

I am rejecting this response because:

this is BS. Its complicate opposite of what was said the last time I made the complaint. Just trying to avoid taking accountability. I am also cot ancient the states attorney in my state and yours. What you are doing is illegal and not taking responsibility for it is worse. This is the biggest crock of bs Ive ever heard to avoid helping

anyone reading this- do not buy from this dishonest company. They care about one thing and its not you.
Sincerely,

**** ****
Business Response
Date: 12/17/2024
Williams-Sonoma, **** is in receipt of this customers complaint. We have reviewed our customers concerns and have reviewed this order again for our customer. We confirmed our customer has already disputed charge with their financial institution. Due to this, we are unable to issue a replacement or credit back an order with funds removed as that would cause a double issue. If our customer would like our department to further assist with this order, our customer will need to contact their bank or our chargeback department at: ************** to fix the funds for payment. No further action is needed in this case until our customer decides what they would like to do.

Sincerely,

Williams-Sonoma, ****
Customer Answer
Date: 12/21/2024

Complaint: 22686443

I am rejecting this response because:

are you saying I was refunded?

Sincerely,

**** ****

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This business has 1 alert

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Customer Complaints Summary

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