Complaints

This profile includes complaints for Williams Sonoma, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Williams Sonoma, Inc.

  3250 Van Ness Ave San Francisco, CA 94109-1012

• 

  West Elm Store

  411 Park Ave Ste 135 Beachwood, OH 44122-4253

• 

  Pottery Barn

  Lenox Mall 3393 Peachtree Rd NE Atlanta, GA 30326-1162

• 

  Pottery Barn Kids

  600 Broadway New York, NY 10012

• 

  Pottery Barn

  2500 N Mayfair Rd # 25 Milwaukee, WI 53226

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:11/28/2023

  Type:Billing 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 hooded towel as a gift for a friend from Pottery Barn kids for $30.99 on Nov 22. On Nov 27, she received the package from Pottery Barn, but instead of having a towel, it had two Christmas stockings that were personalized to say **** and *****. I called pottery barn on Nov *********************************** sending incorrect merchandise and ask that the towel be sent. They said the only way they would send a replacement towel is if the receiver of the gift returned the two stockings that they sent her incorrectly. I told pottery barn she was about to have a baby (going to the hospital tomorrow to be induced) so returning the incorrect merchandise that they sent would not be possible. They told me I would be charged with for the stockings and no replacement towel would be sent. I want the $30.99 refunded as I will purchase my friend a towel from somewhere else.

  Business Response

  Date: 12/04/2023

  Williams-Sonoma, **** is in receipt of this customer's complaint. We have reviewed our customers concerns and confirmed a leader on our social media team contacted our customer to help. We processed a refund credit in full on this order. Please do not hesitate to reach out to us again if needed. 
  
  Sincerely,
  
  Williams-Sonoma, ****  
  
  

  Customer Answer

  Date: 12/05/2023

  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:11/27/2023

  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.

  In March 2023, I purchased a slipcovered sofa from Pottery Barn because I have a dog and the sofa is advertised as having a slipcover that is easy to remove and clean. I washed the slipcover in cold water and the color of the cover went from warm white to having spots of bright white. I contacted the customer service team multiple times for a resolution. At a minimum, I requested to speak to the manufacturer so that I could see if they could redye the cover or discuss options. The replacement cover for this sofa is the same cost of a new sofa at Pottery Barn. I tried to resolve this in many ways but they offered no assistance. I asked Pottery Barn if they could sell me the cushion covers so that I could use them with the intact sofa underneath, but they refused. I asked if I could speak to the manufacturer and they said they didn't have that information but they must know how to contact their own vendors. I asked if there was a warranty and they would assist with a replacement and they said no. The fact that they tout this sofa as easy to clean and then turn around and say it's not washable is a false advertisement. I should have some options other than purchasing a new sofa. I want them to either replace my slipcover, replace my cushion covers, or give me the contact information for the manufacturer so that I can resolve it myself. No help is unacceptable.

  Business Response

  Date: 12/04/2023

  Williams-Sonoma, **** is in receipt of this customer's complaint. We have reviewed our customers concerns and confirmed a leader on our social media team contacted our customer to help. We issued a replacement and provided our customer care instructions. Please do not hesitate to reach out to us again if needed. 
  
  Sincerely,
  
  Williams-Sonoma, **** 
  
  

• Initial Complaint

  Date:11/27/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was so excited about West Elm's Dreamy **************** + Sham set for $70.40 as clearly shown in the screenshot. However, when I went to purchase the set was coming up at $200+ in my cart. I noticed the issue immediately and screen shot the price issue. When I went to contact West Elm to help honor the very clearly listed sale price, they offered me 5% discount and refused to acknowledge the price discrepancy and quickly fixed the pricing while I was in the chat box with them. They gave excuses like the size and color were not selected (as you can see in the chat they clearly are) and that the discounts can change even though this pricing was available & on the site yesterday and today. I would like the discount to be honored as it was a pricing issue on their site, not a customer error.

  Business Response

  Date: 12/04/2023

  Williams-Sonoma, **** is in receipt of this customer's complaint. We have reviewed our customers concerns. We confirmed we are unable to honor the price. We apologize for any disappointment this has caused. Below is the Inaccuracy Disclaimer we have posted on our website via the Terms and Conditions link. 
  
  Inaccuracy Disclaimer:
  From time to time there *** be information on our Site or in our catalog that contains typographical errors, inaccuracies, or omissions that *** relate to product descriptions, pricing, and availability. Williams-Sonoma, **** reserves the right to correct any errors, inaccuracies or omissions and to change or update information at any time without prior notice (including after you have submitted your order). If you do not wish to continue your purchase after pricing or other information has been corrected, please contact us right away and we will work with you to cancel or return your order.
  
  
  Sincerely,
  
  Williams-Sonoma, **** 
  
  

• Initial Complaint

  Date:11/27/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered this pottery barn mirror on 8/19/2023. The estimated delivery date was from end of August to Mid-September. I called for follow up every **** days after mid-September and the service was absolutely terrible. No follow up. No one knew where the mirror was by end of October. No one offered to put in a replacement order - I had to request that on my own. On 10/29/2023 I finally received the mirror and it arrived BROKEN. I now had an ************************************************************************************* the house. I had to call over and over to get it picked up. My experience with this company has been terrible.

  Business Response

  Date: 12/04/2023

  Williams-Sonoma, **** is in receipt of this customer's complaint. We have reviewed our customers concerns and confirmed a leader on our social media team contacted our customer via email on 12/01/2023 to help. We are currently awaiting our customers reply to that email regarding the next steps. Please do not hesitate to reach out to us again if needed. 
  
  Sincerely,
  
  Williams-Sonoma, **** 
  
  

• Initial Complaint

  Date:11/26/2023

  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 online order at Pottery Barn Teen in ***** ********* on June 13. My headboard order that was supposed to ship 7/24 has been delayed 4 times with new ship of July now!!!! I reached out twice to customer service and was told they could not cancel see below: I sincerely apologize it was not better communicated to you at the time of placing your order. The headboard is imported it does travel over seas from the vendor directly to you. I apologize the first request was denied. Often times the vendor does deny the cancellation request as the item has shipped and is currently traveling the seas to customs and there is not a way to actually cancel the order if it has not reached a point on land that it can be cancelled. Again, I sincerely apologize this was not better communicated to you at the time of placing your order.This charge is still on my card. It does not take 9months for freight to cross ocean. This was for college for my daughter she will be home before this is resolved. Order link number *******************************************************************************************************************************************************************************

  Business Response

  Date: 12/04/2023

  Williams-Sonoma, **** is in receipt of this customer's complaint. We have reviewed our customers concerns and confirmed a leader on our social media team contacted our customer. We confirmed that we have now processed a return for the headboard on this order.  Please do not hesitate to reach out to us again if needed. 
  
  Sincerely,
  
  Williams-Sonoma, **** 
  
  

• Initial Complaint

  Date:11/25/2023

  Type:Billing 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 8/25/2023 I purchased a large order from pbteen.com. Order Number: ************. My total for the order was ****** of that ***** was a shipping charge. My first items arrived late September I believe. Others arrived in October. My last two items were not arriving until November. My original shipping address was going to NH. I called and changed the shipping address in November for this order and an order from WS. The operator at Pottery Barn entered the address incorrectly and my item arrived to the wrong address. Upon discovering this the address was corrected. I noticed the store charged me shipping so last week I called and after being on the phone for a hour I received a refund of the 29$ shipping fee. On 11/24 my item arrived and the store sent the wrong item. I returned it and realized I wasnt credited the correct amount. I called pottery barn and no one could help me. Im now being told they are only partially crediting me for items because the returned shipping fee is skewing the return amounts. Of this order I have kept 2 items totaling $47. I paid ****** and am only being refunded ****** I kept two items costing *****. So I am owed **** which they are refusing to pay me. On 4/23/2023 I made a purchase at ******* Sonoma Order Number: ************. The item was delivered on 10/23/2023. The item was delivered to the wrong address because of the earlier error. When I called to order a new one the woman couldnt place the order because even my billing address had been changed and she was having difficulties. She told me to place a new order and then call after to get a price adjustment which I did. That is Order Number: ************. When I bought the item item in April it was ***** it is now *****. I paid ***** for it. I should of paid a total of ***** a difference of *****. There is a note in my file saying to honor the price of ***** yet today the operator told me she couldnt change it even though it is noted to. I want my ***** that is owed to me.

  Business Response

  Date: 12/04/2023

  Williams-Sonoma, **** is in receipt of this customer's complaint. We have reviewed our customers concerns and a leader on our social media team contacted our customer. We issued a credit in the amount of $21.75 on 12/01/2023. Please do not hesitate to reach out to us again if needed. 
  
  Sincerely,
  
  Williams-Sonoma, **** 
  
  

  Customer Answer

  Date: 12/07/2023

   
  Complaint: 20915851
  
  I did receive an email from ******* Sonoma refunding the money that they had previously refused to refund me. They still though have not refunded me for the Hogwarts Castle. I was charged ****** and the item was shipped to the wrong address. After giving me a hard time about my other items I asked that the replacement be canceled and I be refunded. It has been over 2 weeks and this has not happened. Even after sending more than one email to **********************. Calling customer service has not been any help either. The order is canceled I paid for the item yet they wont process the refund. I shouldnt have to go to such lengths to get my money back that is owed to me. I would like the money refunded. 
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 12/11/2023

  Williams-Sonoma, **** is in receipt of this customer's complaint. We have reviewed our customers concerns and confirmed a leader on our social media team has requested the credit to be processed for this item. Please do not hesitate to reach out to us again if needed. 
  
  Sincerely,
  
  Williams-Sonoma, **** 
  
  

  Customer Answer

  Date: 12/14/2023

   
  Complaint: 20915851
  
  I am rejecting this response because:

  There seems to be some issue with getting my refund. You are not issuing the correct refund. I am not sure if you are refining the new order that was placed for the replacement which has value of 0.00$. If you look at original order you will see the item was 99$ plus tax at a rate of ****%. This is absolutely unacceptable that I cannot get a refund for an item I never received shipped to the wrong address because of your employees error. *** now reached out to the bank to dispute the charges. Its been over 3 weeks. I want my money refunded. 
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 12/21/2023

  Williams-Sonoma, **** is in receipt of this customers complaint. We have reviewed our customers concerns and confirmed a credit in the in the amount of $109.00 processed on 12/19/2023. Please do not hesitate to contact us again if needed. 
  
  Sincerely,
  
  Williams-Sonoma, **** 
  
  

• Initial Complaint

  Date:11/25/2023

  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 am writing to address my concerns regarding a refund issue with ******* Sonoma. The details of the matter are outlined below:On September 22, 2023, I made a purchase from ******* Sonoma amounting to $2773.44. Subsequently, upon receiving the items, I found them to be unsatisfactory and, therefore, initiated the return process.I contacted the customer care department to facilitate the return and received the necessary return labels. However, it has come to my attention that each item was associated with a separate label, a detail that was not communicated to me. Consequently, when returning the items, I consolidated them into as few boxes as necessary and did not use all of the generated labels.The challenge arose when, despite having returned all the items with the utilized labels, I discovered that refunds were not being processed for all items returned. I have been informed by ******* Sonoma that each item is linked to a specific label when I called and asked about the non-refunded items..Upon contacting ******* Sonoma's customer service, I was advised to contact *** and **** the unused labels as "delivered" to facilitate the refund process. However, when I reached out to ***, they communicated that it is ******* Sonoma's responsibility to **** the labels as "delivered." Regrettably, despite my efforts, it appears that this communication has not occurred between the involved parties.I find myself in a situation where the total amount of my order is $2773.44, yet the refunded amount received thus far is only $1537.91. I do not possess the items for which I have labels, as all items have been duly returned. Total amount I need to get back is $1235.53 USD. Here below are the order details:Order No. ************ Order Date: September 22, ************************************************* resolving this matter promptly.Please help me to get my refund

  Business Response

  Date: 11/30/2023

  Williams-Sonoma, **** is in receipt of this complaint. We have reviewed our customers concerns and confirmed a leader on our social media team is working on this order for our customer. Please do not hesitate to reach out to us again if needed.   
  
  Sincerely,
  
  Williams-Sonoma, **** 
  
  

  Customer Answer

  Date: 12/01/2023

   
  Complaint: 20915031
  
  I am rejecting this response because:
  Reeived response from Williams Sonoma
  My name is *****, and I am sending you this email in response to your complaint with the Better Business Bureau.  First and foremost, I would like to apologize that you were not informed about the separate labels.  This should have been made clear to you when you contacted us.  I have issued a credit of $1004.23 back to the card on the order.  This credit should be posted within 3-5 business days.  
  
  I responsed back with below
  Hi *****,
  Thanks for responding.
  I see only $683.74 was refunded and you mentioned $10004.23.
  But the actual return amount is $1235.53 USD.
  Please let me know if this is only a partial refund and more is yet to come.
  
  Still waiting for remaining refund.
  Sincerely,
  
  ********************* Ram *****

  Business Response

  Date: 12/07/2023

  Williams-Sonoma, **** is in receipt of this customer's complaint. We have reviewed our customers concerns and confirmed a credit of $683.74 and a credit of $1,004.23 processed on 11/30/2023.  
  
  Sincerely,
  
  Williams-Sonoma, **** 
  
  

• Initial Complaint

  Date:11/24/2023

  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 three Jura Z10 coffee machines for my clients new office space (orders ************, ************, ************). They were supposed to be delivered on Tuesday, but something went wrong with *** and they were re-routed back to you as the tracking shows. I called *** and they said only you guys could initiate it being re-routed and to call you, so I did. I spoke to someone on the phone on Tuesday who in turn spoke to their manager, and the refunds were processed for the three orders. I called to follow up on them today and was told they were still processing but then suddenly when I looked the returns they had created to process the refund were gone so I called in and was given the run around and told that this needs to be disputed with my bank. I reminded them that the items were never delivered per *** and that the manager on Tuesday processed the refund for the three orders, but they just kept on repeating the same line. A dispute with my bank could take months and I cannot be out that much money that long. I'm not sure what happened between Tuesday and Today, but please get my refund processed as soon as possible.

  Business Response

  Date: 11/30/2023

  Williams-Sonoma, **** is in receipt of this complaint. We have reviewed our complainants concerns and confirmed a leader on our Business-to-Business team reached out to the complainant. We confirmed that we are unable to act on these orders. 
  
  Sincerely,
  
  Williams-Sonoma, **** 
  
  

• Initial Complaint

  Date:11/24/2023

  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.

  Ordered a rug in ***** was defective. Tried to replace with new rug- called many times and spoke with many representatives. I never received a new rug. Returned damaged rug on 11/10. Was supposed to receive a refund within **** business days. Because of an issue with their subcontracted delivery company they are withholding my refund. **************** entered that the pickup was cancelled. I have delivery drivers cell phone and in my phone records him calling 20 minutes before the pickup.Please help!

  Customer Answer

  Date: 11/28/2023

  Good afternoon,
  After the BBB had reached out to Williams Sonoma - they miraculously refunded my money after 5 months. The credit is pending, but I assume we can count it as closed? Or do we wait?
  
  *********************************
  

  
  

• Initial Complaint

  Date:11/24/2023

  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.

  Thank you for giving me this opportunity to have a voice in this situation. I have been a die hard fan of West Elm for 12 years (since I purchased my first home)). Since October 1st of this yearI have spent over $10k on furniture at West Elm. About 3 weeks ago, I drove to the nearest West Elm (in Rochester) and worked with a store designer for about an hour and a halfplacing an order for a Harmony ********** I deferred to her expertise and followed her guidance as she placed this order for me. Something was not sitting right with me about this order and upon further reviewI discovered that a corner piece was ordered with nothing to attach it to. As soon as I realized this, I called the store that I ordered it from and also spoke to the Business to business department and both suggested tat I cancel the order as I could not add an additional piece because of limited space. When I called the business department, I was told that a refund could not be issued until their facility received the piece of furniture. The earliest that I would be refunded the money would be at the end of December, the latest would be mid-January. I was told this was a custom order (which it seems like every sectional is a custom order) and until the piece has been manufactured and delivered to the Dockthen I would be eligible for a refund. I have been on the phone with their customer service for probably a total of 10 hours pleading with various associates for my refund and have been denied multiple times. The supervisor that I spoke to said that there is nothing that they can do on their end until the piece of furniture is finished with production even though the order was placed incorrectly through no fault of my own. When I mentioned to an associate that I wanted to dispute the charge with my bankshe (**************) said that if I proceeded with this then there is a Chance that I would be kicked out of the business to business program.

  Business Response

  Date: 11/29/2023

  Williams-Sonoma, **** is in receipt of this customer's complaint. We have reviewed our customers concerns and confirmed this order is in transit and we are unable to cancel it. We can process a return for a refund once the order has arrived at our delivery center dock. 
  
  Sincerely,
  
  Williams-Sonoma, ****