ComplaintsforWilliams Sonoma, Inc.

• Initial Complaint

  07/12/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I am attempting to place an order with the pottery barn kids. The item that Im placing the order for says bundle of three items and it says that it is $44.After I add The bundle to the cart and go to my cart to check out. It goes from one item to three items and the price doubles. This is extremely misleading. I would like to be contacted by the company.If you referred to the photos that I have attached, you will see where it shows the bundle is $44 dollars and the bundle is considered one item that youre adding to your cart.Once you go to your cart, it is now listed as three different items with three different prices for double the price.

  Business response

  07/16/2024

  Williams-Sonoma, **** is in receipt of this customers complaint. We have reviewed our customers concerns and contacted our customer. Our customer advised they no longer needed assistance with this purchase.  
  
  Sincerely,
  
  Williams-Sonoma, **** 

  Customer response

  07/17/2024

  Better Business Bureau:
  
  I had some contact me via text message which was odd. I wasnt comfortable communicating with someone via text due to not knowing the validity of the call. I let them know it took to long to rectify and I purchased from somewhere else, which I did. They need to make sure their website is correct and not misleading like it is. This will deter me from purchasing in the past, also, the lack of verbally communicating and texting someone is very odd and unprofessional, I asked for a CALL from the company, not a text. Do better next time.

  ID ********

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

• Initial Complaint

  07/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  One June 10th I purchased a replacement table from Pottery Barn with the help of *******************************. ******* was helpful with this purchase and offered a discount on this replacement table due to the website inaccuracies and issues with delivery. I received a schedule request from Pottery Barn for delivery of this table. I scheduled for delivery on June 26th knowing that I was out of town until this date. I have confirmation of this delivery schedule. On June 24th and 25th I began to receive multiple calls and messages from the delivery company, Pottery Barn hired, demanding the item be delivered on one of those dates. Again, I scheduled for the 26th knowing that I would not be home to receive and inspect the delivery on the 24th or 25th. I was forced to cancel this delivery as a result. This is when I spoke with ******************************* again. ******* again was very cooperative and assured me a full refund, including shipping, to make things right. I agreed. ******* and I even spoke about a future order. Unfortunately, this is the last I have heard from *******. I was shorted between $500.00 and $600.00 on the refund promised. I have made attempts to contact ******* via e-mail and telephone for two weeks to no response. I am requesting that Pottery Barn be accountable to the promises made by their representatives and refund the remainder of my money as soon as possible please. I provided Pottery Barn a second opportunity to make things right, but feel even further taken advantage of by Pottery Barn as their representative has chosen to ignore my communication attempts.

  Business response

  07/15/2024

  Williams-Sonoma, **** is in receipt of this customers complaint. We have reviewed our customers concerns regarding this order and confirmed this order has been refunded in full. 
  
  Sincerely,
  
  Williams-Sonoma, **** 
  
  

  Customer response

  07/19/2024

  Yes, a refund has been issued, but an issue still remains.  I have responded to the associates e-mail to no response again.  
  Complaint: 21976765
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******************************

• Initial Complaint

  07/11/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  On May 20, 2024 we placed an order for 5 stools from Pottery Barn (which I believe falls under the Williams Sonoma group of companies). We had recently purchased a new house and needed the stools in order to utilize the kitchen eating space. An estimated delivery date of June 11 was provided, and almost immediately a shipping notification was sent, which seemed positive. However that date came and went, and the new arrival date was revised to June 29. As we were without existing stools, I called to request a cancellation so that we could purchase stools elsewhere. I was told that because the items had shipped that wouldnt be possible, and the only means available would be to wait for the stools (or wait until they had been delivered and then request a refund, from which over $100 would be deducted for incurred shipping). This seemed very misleading, as I subsequently learned that shipped simply means the items have been shipped to their warehouses, and has nothing to do with whether it has actually been sent to a customers address. The estimated delivery date was then pushed back further, to August, at which point we were forced to buy second-hand stools so we were actually able to eat in the kitchen, as we would now be receiving the items (maybe!) 2 months after the initial delivery date that was provided. I had called again and was told there was no option to cancel as the items had shipped (over 7 weeks ago at this point!) and they were already on their way. I was particularly insulted by the suggestion that I take delivery of the stools and then call back and request a partial refund. Surely if Im not able to cancel the items before they arrive, the the company has all of our money already, the likelihood of providing a credit for the stools after the fact is next to zero. We clearly wont use Pottery Barn / Williams Sonoma again, but are seeking a credit to reflect the need to purchase a second set of stools elsewhere or a full cancellation

  Business response

  07/15/2024

  Williams-Sonoma, **** is in receipt of this customers complaint. We have reviewed our customers concerns regarding this order. We confirmed our customer has already disputed charge with their financial institute on this order. Due to this, we are unable to credit back an order with funds removed as that would cause a double issue. We have contacted our customer and provided our chargeback team contact information to fix funds for payment. Once funds for payment issue resolved, we can further assist. 
  
  Sincerely,
  
  Williams-Sonoma, **** 
  
  

  Customer response

  07/17/2024

  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. The company decided to cancel the order as well as refund the shipping (to their own warehouses...) Would have been great if they would have done this a month ago when we tried several times, but were refused. We are pleased to get this resolved, but based on the experience, and attitude of the company, will not purchase anything from them again in the future.
  
  Sincerely,
  
  *********************

• Initial Complaint

  07/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My eight year old son was going down the slide on his Pottery Barn bed. As he was sliding down, the slide made a cracking sound and flipped up, causing him to fall off. It was terrifying. It appears that the metal holding the slide to the bed cracked at the area where the s**** meets the metal. I am concerned for other people who have small children and own this bed. Thankfully my son is okay, but the bed is now unusable as the sharp parts of the metal are jutting out and the slide is clearly a hazard that is no longer connected.The above message was sent to Pottery Barn after discussing the situation with customer service. I was told that I would be contacted within ***** hours, as this was a serious issue, and clearly there was a flaw with the construction of the bed. No one contacted me. I emailed my customer service contact. No response. I called customer service again, had to go through retelling the chain of events again, was told again that someone would reach out to me within ***** hours. That was a month ago. I find this lack of communication abhorrent. Under any circumstance a company should uphold the highest of standards. Particularly when it comes to children and their safety and well-being when using their products - I see no excuse for them not being incredible responsive and concerned, and resolving this issue with me. Sent from my iPhone

  Business response

  07/15/2024

  Williams-Sonoma, **** is in receipt of this customer's complaint. We have reviewed our customers concerns and reached out to our customer to assist. We initiated a return for our customer on this order. 
  
  Sincerely,
  
  Williams-Sonoma, **** 
  
  

  Customer response

  07/16/2024

  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, 

  AT

  
  

• Initial Complaint

  07/09/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  All I want is for Pottery Barn to cancel and refund my money on a headboard that is still not shipped. My daughter is leaving for college next week and the item will not be here on time. The original date was supposed to be this week and now the new tentative date is the end of July. Pottery Barn should not place items on their websites unless they are in stock. I ordered the item in the beginning of May. The worse part, I was on the phone for over an hour last night with customer service, and three agents hung up on me! The last one said I was stressing her out and just hung up on me, Im appalled on the customer service for an order that I spent over a $1,000 on bedding. No one should have a job if they hang up on customers, unacceptable! I waited for an hour to speak with a supervisor, since they are the only ones who can cancel an order. I want this rectified as soon as possible so I dont have to take this further.

  Business response

  07/09/2024

  Williams-Sonoma, **** is in receipt of this customers complaint. We have reviewed our customers concerns and confirmed we have requested the headboard cancelled for our customer. If for any reason the item is too far along to cancel, we can process a return for a refund for our customer. 
  
  Sincerely,
  
  ********************-********************, **** 
  
  
  

  Customer response

  07/10/2024

  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

  07/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased item on 4th of July Clearance. Went to return item and they refused to return claiming final sale. No where on product specific web page or when you go to purchase that specific item does it give a final sale disclosure. in fact, the product page itself sites easy returns. They acknowledged the site should identify which products are final sale and stated they would bring up at corporate meeting however refused refund. I have never felt the need to ever file a complaint against a company, but felt taken advantage of. I even offered store credit to purchase something else.

  Business response

  07/11/2024

  Williams-Sonoma, **** is in receipt of this customers complaint. We have reviewed our customers concerns and confirmed a return has been initiated on this item for our customer.  
  
  Sincerely,
  
  Williams-Sonoma, **** 
  
  

• Initial Complaint

  07/08/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On Monday, June 24 I ordered a coffee table from West Elm. The listed price was $479. When I went to checkout, I saw I was actually being charged $711 due to a $159 white glove shipping fee, which was a mistake. I called the next day to cancel the order since I didn't want to pay for white glove shipping and was told I couldn't cancel because the top piece of the table had already shipped. This was in spite of the fact that their website says they don't ship items until ALL pieces of the item are ready.I asked if I could change the shipping method to be standard since the table hadn't been delivered yet, and they told me they're unable to alter an order at all once it's been shipped.On Sunday, June 30, the top piece of the table arrived to my doorstep. Then on Thursday, July 5, the bottom piece arrived. The items were dropped on my doorstep with no white glove delivery service offered or provided. I brought the table inside and assembled it myself, despite paying for the white glove delivery.On Monday, July 8, I called customer service again to rectify the problem. I was told that I HAD NOT in fact paid for white glove delivery, and that the $159 charge was their standard shipping fee. This is despite the fact that I was told the contrary on my two previous customer service calls. Their website also provides a graph of their various shipping costs where it clearly states that their white glove delivery service is $159.To summarize, I was forced into paying for a service I didn't even want, and then that service was not provided. When I called for a refund, they told me I'm wrong.

  Business response

  07/11/2024

  Williams-Sonoma, **** is in receipt of this customers complaint. We have reviewed our customers concerns and confirmed we issued a refund of the shipping to our customer on this order.  
  
  Sincerely,
  
  Williams-Sonoma, **** 
  
  

  Customer response

  07/12/2024

  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

  07/07/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Referencing order #************. I placed an order for two pieces of furniture on 6/20 and cancelled the order with ****. She was very polite and professional. She said since one piece was already sent to the delivery center that she could cancel one item and that I would need to wait until I was contacted for delivery for the other piece and could cancel that piece at that time. She never mentioned that I would have to pay $300 for shipping regardless if I canceled it. When I was eventually contacted by the delivery center I asked them to cancel the order and they did tell me I would get a refund. When I got the refund it was minus $300. I called in again and the first representative was very friendly and said they usually make exceptions for these types of instances and forwarded me to a supervisor named ******* at the furniture center. That is where things turned and the service went down hill fast. She was incredibly unprofessional and got on to me for interrupting her several times. She said she would not make the exception. So Im out $300 now and pottery barn is completely unwilling to make an exception even though I was never told this by a representative. Seems like an important piece of information to leave out. Also had I been told this I would have just kept the order. This is an unfair and deceptive practice and pottery barn should extend some ***** and reverse this fee. It would be greatly appreciated.

  Business response

  07/08/2024

  Williams-Sonoma, **** is in receipt of this customers complaint. We have reviewed our customers concerns and confirmed shipping charges are non-refundable on the Parquet Reclaimed ****************** Table since this item had already started the shipment process. However, given the information mix-up, we have refunded the shipping charges for our customer.We consider this complaint resolved.  
  
  Sincerely,
  
  Williams-Sonoma, **** 

• Initial Complaint

  07/06/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Order Number: ************ Order Date: June 30, 2024 Payment: $124.49 Product Ordered: Tibetan Counter Height Stool, Seadrift Dispute: Color substantially different from website and perviously ordered stools of the same make/model/color. Only willing to return if I pay high shipping fee. After rest of stool unboxed I found damage; however, they are still reluctant to accept return.Attempt to resolve dispute: ********************************************************** a return

  Business response

  07/08/2024

  Williams-Sonoma, **** is in receipt of this customers complaint. We have reviewed our customers concerns and confirmed a leader with our social media team contacted our customer to help with this complaint. A return for a refund in full was initiated for our customer. We consider this complaint now resolved. 
  
  Sincerely,
  
  Williams-Sonoma, **** 

• Initial Complaint

  07/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  West elm delivered broken chair twice (6/20/24, 7/6/24) and is now providing re-delivery date that is 3 months from now (10/20/24). The entire experience has been very frustrating as I have waited months for original delivery already and was given broken chairs multiple times. Now, having to wait for 3 months, I have to live with only 3 chairs (out of 4 that I have paid for) for months. West Elm team was not able to provide clear answer on compensation for this unsatisfactory delivery experience either.

  Business response

  07/11/2024

  Williams-Sonoma, **** is in receipt of this customers complaint. We have reviewed our customers concerns and confirmed the estimated delivery of the new replacement ******** Side Chair is 10/20-11/07 and are working on delivery as quickly as possible for our customer. We have also offered to discuss a compensation credit with our customer upon successful delivery. 
  
  Sincerely,
  
  Williams-Sonoma, **** 
  
  

*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. ↩