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

• 

  Pottery Barn

  3393 Peachtree Road NE Suite 2046A Atlanta, GA 30326

• 

  Pottery Barn

  1000 Ross Park Mall C03C Pittsburgh, PA 15237

• 

  Pottery Barn

  99 Rockingham Park Blvd STE E227 Salem, NH 03079-2900

• 

  Williams Sonoma, Inc.

  99 Rockingham Park Blvd # 1119 Salem, NH 03079-2965

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

• Initial Complaint

  Date:10/16/2023

  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.

  At the recommendation of West Elm, we ordered a chaise with our couch, after further investigation the chaise was far too large to fit in our living room. We tried to cancel prior to shipping and were told no problem several times. I called once again on 10/16 to confirm the couch I had ordered had indeed been cancelled, but unfortunately they are now telling me I cannot cancel the order. We have explained several times we would like to replace the chaise with a normal corner (which it was requested prior to manufacturing) and that it is not an option. Order #************.

  Business Response

  Date: 10/18/2023

  Williams-Sonoma, **** is in receipt of this customer's complaint. We have reviewed our customers concerns and confirmed a cancellation has been processed on this order on 10/18/2023 for a refund in full. Please allow 3-5 business days for the cancellation credit to reflect on the credit card used for purchase. 
  
  Sincerely,
  
  Williams-Sonoma, **** 
  
  

• Initial Complaint

  Date:10/16/2023

  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.

  Hello,I am reaching out regarding my order No. ************. The order was placed on March 25th, 2023 and as of October 16th, 2023 I have not received the order despite the delivery date provided being April 9th - 23rd 2023. I paid the full amount of $2,261.07.On May 23rd, 2023, I notified West Elm on a change of address for the delivery. After waiting the additional 6 weeks mentioned by the agent on the phone, the order was still not there. Given the long delay, I tried to cancel the order and been told that I cannot cancel it and cannot be reimbursed. I have called the customer service at ************** multiple times and reached out many times on the customer chat on ********************** to inquire about my order. Namely I called on May 23rd, June 12th, July 12th, July 17th, July 22nd, Aug 3rd, Sept 1st and Sept 16th and Oct 13th. I can provide receipts if needed.

  Business Response

  Date: 10/17/2023

  Williams-Sonoma, **** is in receipt of this customer's complaint. We have reviewed our customers concerns to our response and confirmed a leader on our social media team contacted our customer today, on 10/17/2023 to help. Please do not hesitate to contact us again if any further assistance is needed. 
  
  Sincerely,
  
  Williams-Sonoma, **** 
  
  

  Customer Answer

  Date: 10/24/2023

   
  Complaint: 20738017
  
  I am rejecting this response because: after communicating with the team, we got the delivery scheduled for Oct 24th at 11AM and got cancelled 30 minutes prior to it. 

  The customer service could not give a new estimated delivery date nor help on this matter. I've been told to wait. 

  Sincerely,

  *********************

  Business Response

  Date: 10/24/2023

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

• Initial Complaint

  Date:10/16/2023

  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.

  I ordered a dining room set (over $5k) on 8/6/2023. I was told it would be delivered by 10/8/2023. I waited and waited. Keep in mind only two chairs were customized. I also went to other furniture stores to get other customized pieces of furniture (including a living room set) that has since been delivered. On 10/10/23 I called Pottery Barn to check on the order. I was told that it had been sitting at their Hub and the girl could not explain why nobody had reached out to me for delivery but that she could schedule me. She said the soonest could be 10/12/23. I had her schedule me for 10/12. The girl on the phone told me someone would call me the next day with a 2 hour window for the delivery. The next day, 10/11/23, I contacted the ************** to pick up our old set and rearranged my work schedule on 10/12/23 so I could be home for the furniture delivery. At 5 pm, I realized nobody called with a 2 hour window so I called Pottery Barn. The person that answered and her supervisor informed me I was NEVER PUT ON THE SCHEDULE. They also said that 10/12 was full and could not deliver until the weekend. I mentioned I was out of town and that I was told the previous day I was scheduled on 10/12 and that nobody every called me when the furniture store was ready....that I had to call and chase down the order. The girl on the phone did not care and sent me to an *********************** (spelling?). This "lady" was BEYOND RUDE and said she did not care what was said to me on the phone, the furniture was not being delivered when I was told it would be and if I had a problem with that, she would cancel my order. She screamed in the phone over and over so I could not get a word in. I will NEVER order from Pottery Barn and I still do not have the furniture. I am in the process of waiting, but while I wait, I have contacted my sales associates at area furniture stores with a picture of the pottery barn order asking them what they have available. If I find a set at a different store I will go ahead and order from them knowing I will have to wait longer, just so I can get my money back from Pottery Barn. ******* greeters have more professionalism and couth than that *********************** (spelling?) I am disgusted!! I want my furniture NOW!!! I will NEVER order from Pottery Barn.

  Business Response

  Date: 10/16/2023

  Williams-Sonoma, **** is in receipt of this customer's complaint. We have reviewed our customers concerns and confirmed delivery is set for tomorrow 10/17/2023. Please do not hesitate to contact us again if any further assistance is needed. 
  
  Sincerely,
  
  Williams-Sonoma, **** 
  
  

  Customer Answer

  Date: 10/17/2023

   
  Complaint: 20737279
  
  I am rejecting this response because:

   

  The appointment email said today for delivery between ****. I stupidly thought that meant they would be here today between 9 and 12. In true pottery barn fashion they ARE NOT HERE!!!! The nightmare continues!!! Nobody even contacted me to let me know. This is beyond unprofessional!!!!!
  
  
  Do I need to call my cc company and report fraud?!!!
  
  
  Where is my furniture??? This is the second time I was told the furniture would be delivered, I cleared my work schedule, and pottery barn fails to deliver! YOU ARE INTERFERING WITH MY WORK AND MEANS IF MAKING A LIVING!!!!!!
  
  
  This is NOT OK
  
  
  Sincerely,
  
  ************************

  Business Response

  Date: 10/24/2023

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

• Initial Complaint

  Date:10/14/2023

  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.

  I placed an order for a couch from West Elm on 7/23/23. They have charged me for the couch but have yet to deliver it. My PO is ************. For the last several months I was informed it would be delivered within 30 days. The shipping department said it was lost and to reorder. The scheduling department claims that is not the case and has made two appointments to deliver the couch but never shows during the appointment despite me taking time off work and losing wages. After speaking with West Elm on 10/13/23 begging for them to reorder the couch because shipping said it was lost they refused to do so and refused to provide a refund. The lady was incredibly rude and after we got off the phone she marked the lost couch as delivered. Every time I call West Elm to resolve the issue they refuse to help. They have $1.6K of mine and have not delivered the couch and its been since July (well over 60 days). I just keep getting the run around between their departments but them marking the couch as delivered is intentionally misleading and theft.

  Business Response

  Date: 10/16/2023

  Williams-Sonoma, **** is in receipt of this customer's complaint. We have reviewed our customers concerns and confirmed a refund in the amount of $1,609.17 was issued on 10/16/2023 for the cancellation of this order per our customers request. Please allow 3-5 business days for this credit to reflect on the credit card used for purchase. Please do not hesitate to reach out to us again if needed.   
  
  Sincerely,
  
  Williams-Sonoma, **** 
  
  

• Initial Complaint

  Date:10/14/2023

  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.

  I ordered a bed from Pottery Barn Teen online on 6/2/23 for my son. I selected and paid extra to include white glove delivery. Jun ***** was the estimated arrival window when I received the delivery confirmation via email. Those dates went past, no bed arrived. Eventually, I did get a call from the delivery company asking if we were available on Saturday for delivery, saying they would call with a window of time for delivery. They never called that Saturday. I called and left them a message, they never returned the call. I have since left several additional voicemail messages with no response. I called Pottery Barn back now twice as well to ask for insight with no resolution. Since it has been now 4 months of my son sleeping on the floor, I most recently asked for a refund and cancellation of my order so I can at least get him a bed somewhere else, and PB refused saying because it is with the delivery company there is nothing to be done. I have been paying for a bed for 4 months with no product or even any communication about where it is. The tracking changes dates, but not the status. PB says it has been on a truck for months when asked.

  Business Response

  Date: 10/18/2023

  Williams-Sonoma, **** is in receipt of this customer's complaint. We have reviewed our customers concerns and confirmed refund for cancellation was processed on 10/18/2023 in the amount of $2,784.24. Please allow 3-5 business days for this credit to reflect on the original form of payment. 
  
  Sincerely,
  
  Williams-Sonoma, **** 
  
  

• Initial Complaint

  Date:10/14/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I returned two items purchased for me off my baby registry. I made this return in store ********** ** store **** on 9/30/23, associate ID Fvenice. I was told the e-merchandise credit would take 24 hours to come to my email. It never came and the next day 10/1 I called pottery barn kids customer service. They told me the incorrect email address was entered by the store and they would have to mail me a physical merchandise credit which could take **** days. I waited the time and no cards came to my home address verified on that call. I called customer service again on 10/13 and was told they had no address on file to send my credit to which makes no sense when it was verified on the phone call and is also attached to my baby registry. They told me now they would issue it as an e-merchandise credit to my email again within 24 hours. No credit has come. I called customer service again today 10/14 and they are again saying they have incorrect email so it could not be sent. Something is not adding up and its now been 3 weeks that the store took my merchandise back without giving me my funds which is fraud. I have wasted over 4 hours on the phone and in store with this issue. I'm pregnant and they are taking advantage of a vulnerable population and not processing due refunds purchased off baby registries. Below are the two order numbers and return order numbers and amounts I am owed. ITEM 1: original order #************ return order # W234882395 Amount owed to me $194.44 ITEM 2: original order #************ return order #W2348824497 Amount owed to me $51.14 My email address is ******************** My home address is ******************************************************************* Thank you, ***************************

  Business Response

  Date: 10/17/2023

  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 today, on 10/17/2023 to help. Please do not hesitate to contact us again if any further assistance is needed. 
  
  Sincerely,
  
  Williams-Sonoma, **** 
  
  

  Customer Answer

  Date: 10/17/2023

   
  Complaint: 20734845
  
  I am rejecting this response because: I still have not received my refund for $51.14. Until I get that refund this dispute is still ongoing. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 10/24/2023

  Williams-Sonoma, **** is in receipt of this customer's complaint. We have reviewed our customers concerns and confirmed a merchandise card has been mailed to our customer in the amount of $51.14. 
  
  Sincerely,
  
  Williams-Sonoma, **** 
  
  

  Customer Answer

  Date: 10/24/2023

   
  Complaint: 20734845
  
  I am rejecting this response because: I have not received the refund in the mail. They lied. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 10/30/2023

  Williams-Sonoma, **** is in receipt of this customer's complaint. We have reviewed our customers concerns and confirmed a merchandise card in the amount of $51.14 was initiated on 10/17/2023 and mailed to our customer on 10/20/2023. It can take ***** business days to receive the card in the mail via ***** If the card has not been received by 11/10/2023, please let us know and we can then void the card and re-issue it. 
  
  Sincerely,
  
  Williams-Sonoma, **** 
  
  

  Customer Answer

  Date: 10/30/2023

  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.
  

  they finally mailed my refund. It shouldnt have taken this long or needed to involve the better business bureau. I do feel they need further investigation, especially a company for babies and pregnant women registries. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:10/12/2023

  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.

  Order # ************ for a quick ship desk chair that I needed immediately because I received the wrong desk chair from west elm after waiting months for it. Now I'm getting problems with this with delivery. I get a schedule date of delivery and one day before the date keeps changing. This has happen 4 times already and each time I get a charge on account that shows up as a held on account under it it says refund but I did not receive any refund. I paid for this since September 28, 2023 and i haven't received anything, i'm so over this. I spoke to a member in their warehouse they dont even have it. I just want my refund I paided ****** with 150 in reward dollars I want that returned to my account and ****** return to my card.

  Business Response

  Date: 10/16/2023

  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 today 10/16/2023 to help. Please do not hesitate to contact us again if any further assistance is needed. 
  
  Sincerely,
  
  Williams-Sonoma, **** 
  
  

  Customer Answer

  Date: 10/17/2023

   
  Complaint: 20730325
  
  I am rejecting this response because: I want to know if I will definitely be receiving this item by October 26, 2023. The delivery date has change numerous times before this was sopose to be a quick ship item now close to a month since purchase and I still don't have what I paid for. If you can't guarantee I will receive it by that date I want a full refund. I paided ****** with 150 in reward dollars I want that returned to my account and ****** return to my card.

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

  Business Response

  Date: 10/18/2023

  Williams-Sonoma, **** is in receipt of this customer's complaint. We have reviewed our customers concerns and confirmed a ticket has been requested for a refund in full to the original form of payment used for this cancelled order. 
  
  Sincerely,
  
  Williams-Sonoma, **** 
  
  

  Customer Answer

  Date: 10/24/2023

   
  Complaint: 20730325
  
  I am rejecting this response because: They issued a rewards certificate of the total amount I paid which is ******. It should be credit for credit. I paid with both reward dollars and my credit card it should just be 150 in reward dollars and ****** returned to my credit card. That's how I paided for it.This is beyond frustrating such a bad experience time after time.I don't want my refund in its entirety as a rewards certificate. I don't want to have to be tie down with this company I don't think I will buy anything back from here again. I want my credit back just like how I paided

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

• Initial Complaint

  Date:10/11/2023

  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 ordered 3 baskets in Order #: ************. One basket never shipped, and it was cancelled as of 10/10/23, per a customer service representative I spoke with by phone, and per the attached email confirmation. One basket arrived damaged, and I kept that one (I haven't returned that one); it arrived with *** Tracking #: 1Z8222V21251504915, which I show the box in comparison to the other box (*** ending in 9234).And one basket was never delivered because a lampshade was mailed to me IN ERROR instead, which was a mistake from West Elm for mislabeling the item with its parent company Williams Sonoma and sister company Pottery Barn, and the original *** Tracking #: 1Z8222V21287809234 that was supposed to contain the basket from this order instead sent me the wrong item since the non-shipping label shows an entirely different product from what was on the *** label (noted on the box and online for the order of the basket). The box was even shaped differently (see photos attached). I was told that I'm receiving a refund for the 1 cancelled basket in this order, but I haven't received a refund for the missing basket (because a lampshade was instead mailed to me by West Elm's accident) or the defective basket (still in my possession).I was also told that I could just return the lampshade that was sent to me in error back to the sender using the original *** Tracking #: 1Z8222V21287809234, so that I can get a full refund back for the basket that I never received. This will be picked up by *** on 10/12/23.Multiple "mock orders" were created by multiple representatives handling this case since they didn't know what to do for the missing basket that I want a refund for and for the wrong item that was sent. When I asked to speak with a manager, none of the representatives would transfer me, and instead they screwed up my account even more!I need a manager to speak with to resolve this issue and get a full refund for this entire order!

  Business Response

  Date: 10/12/2023

  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 today 10/12/2023 to assist with the refund request.  
  
  Sincerely,
  
  Williams-Sonoma, **** 
  
  

  Customer Answer

  Date: 10/12/2023

  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 because a representative from Williams Sonoma via the Pottery Barn **************** Line on 10/11/23 assisted me with processing a full refund for two missing baskets - one that was missing because a lamp shade was sent instead by West Elm's mistake, and one that was automatically cancelled by West Elm and issued an automatic refund on 10/10/23 because they were out of stock for one of the baskets on the original order.  So for the two missing baskets, I was already refunded.  I explained to the BBB Williams Sonoma representative that she didn't need to do anything because a prior representative yesterday had already handle the case.  The attached items reflect what was enclosed in the return lamp shade that West Elm mistakenly had sent me. 

  As long as I receive the 2 refunds and don't get charged from West Elm any further, I am satisfied with the resolution of this order.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:10/10/2023

  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.

  Bought a dining room table 4 chairs and a bench at the end of March 2023, that cost approximately $2,900 for all of the items. The Items were not delivered until mid June. When the delivery men dropped everything off they told us that one black chair (out of a pair)was missing and we would receive a call from pottery barn. We received no call/information on the black chair. Pottery barn was called for the chair, a few weeks later and we were told they are sending a replacement chair. A few days later we received an email saying that our chair order was cancelled. Pottery barn was called back yet again shortly after receiving the cancellation email at the beginning of august and we were apologized to for the inconvenience and were told we would receive the black chair the first or second week in September. It is now October and another email says delivery date of 10/10/23. We have not received our chair. These items are all paid in full and are still missing a chair that we have paid for. We just want what we paid for.

  Business Response

  Date: 10/12/2023

  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 on 10/11/2023 to provide an update on the replacement chair.  
  

  Sincerely,
  
  Williams-Sonoma, **** 
  

  
  

• Initial Complaint

  Date:10/10/2023

  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.

  I ordered a ******* flax linen bedspread and 3 euro shams in September 6th in PINE. I received the bedspread in pine and the shams in Merlot. I have reordered FOUR different times.each time getting Merlot !!!!! I have called customer service each time and been told basically that it is *** number issue and they are working on it. The second time I requested to talk to a supervisor and waited 2 HOURS and 24 MINUTES. I was told someone would call me back and update. Of course, no reply. All other times I am unable to even speak to a supervisor. I am just told they are working on it. The *** number has never changed online. I do not understand if it is a *** number why it takes over a month to fix. Seems to me one would just change the number. To this date, October 8th, it is still the *** number. I love the bedspread however I do not want it if I can not get the shams to match. I will return it and go elsewhere sos that I can get what I want and receive customer service if necessary. Could you possibly explain to me why this can not be resolved in a timely manner and why I can not get what I have ordered. I cefrtainly would appreciate that.

  Business Response

  Date: 10/12/2023

  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 on 10/11/2023. 
  
  Sincerely,
  
  Williams-Sonoma, ****