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Business Profile

Home Accessories

Williams Sonoma, Inc.

This business is NOT BBB Accredited.

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This business has 1 alert

Complaints

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

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Williams Sonoma, Inc. has 197 locations, listed below.

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    Customer Complaints Summary

    • 3,467 total complaints in the last 3 years.
    • 731 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

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

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:07/14/2023

      Type:Customer Service Issues
      Status:
      Answered
      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 bought an expensive patio umbrella online from Pottery Barn a few years ago, which the company had to replace shortly after because it was defective. The 2 poles would only partially unscrew from each other, you couldn't tighten them either, it felt like the material was stripped. I was concerned about the integrity of the product, so I returned it to the Princeton store and customer service shipped me a new one.I bought a second umbrella identical to my existing one in April 2022 - I felt the issue with the 1st umbrella was most likely an isolated issue and most of all, I wanted my umbrellas to match! When my husband attempted to store it for the winter, the same thing happened - the poles would only partially unscrew and they wouldn't s**** back together, so I immediately contacted Pottery Barn's ***************** They told me I could drop off the defective umbrella to the Princeton store and I would be shipped a replacement, that was in October of 2022. I later received an email this was on backorder and I would receive my product in January. I continued to receive emails each month with a postponed shipping date. I began calling customer service in April to inquire if I'm ever going to get the umbrella and each time I was told something different. A few times they accused me of never returning the product, but I had previously provided a receipt from the Princeton store for proof of return. They also refused me direct contact with a supervisor. In June, I finally received an email saying my order was cancelled and I've been calling Pottery Barn ever since to make this right. I paid just under $1,000 for my umbrella and I can't get anyone to process my refund! They promised me a replacement and failed. They also promised a refund and haven't delivered on that either. Now they've left me in a position of having one VERY expensive umbrella, I'm out the money for the 2nd, and they're not offering a solution so I can have 2 matching umbrellas. again.

      Business Response

      Date: 07/18/2023

      Williams-Sonoma, **** is in receipt of this customer's complaint.  Our customer has been advised we no longer carry the umbrella and are unable to send any replacements to her.  As of 7/17/2023 our customer was advised refund had been processed and to allow 3-5 business days for this to be credited back to original form of payment.  

      Williams-Sonoma, ****

    • Initial Complaint

      Date:07/14/2023

      Type:Product Issues
      Status:
      Answered
      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 ******* sonoma. they offered financing through ************ Bed was never shipped and was put on back order. The order was canceled after numerous unsuccessful attempts and I was told I would receive a full refund. I was still charged interest and late fees for a product that was never shipped and never received. I call to request a full refund of late fees and interest. the individual who I was dealing with was extremely rude and hung up the phone on me. I made several other attempts to get this corrected and ******* sonoma refuses to let me talk to a manager or to help with the refund.

      Business Response

      Date: 07/18/2023

      Williams-Sonoma, **** is in receipt of this customer's complaint. We have reviewed our customers concerns and were unable to locate this order. Can our customer provide the order number or email address used on the order? 

      Sincerely,

      Williams-Sonoma, **** 

      Customer Answer

      Date: 07/19/2023

       
      Complaint: 20321547

      Per the request of ******* Sonoma. My order number for the order complaint is 
      330592441712  
      *********************

      Business Response

      Date: 07/20/2023

      Williams-Sonoma, **** is in receipt of this customer's complaint.  Our customer ordered this bed and agreed with Capitol one the issuing bank for their credit card, as we are the retailer not the bank.  We have issued a full credit back to the original form of payment.  If there are any fees they have accumulated the customer must go through the issuing bank to get these fees, back.  We can only credit what we charged on this order.  
      Thank you, Williams-Sonoma, ****

    • Initial Complaint

      Date:07/14/2023

      Type:Product Issues
      Status:
      Answered
      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 items from West Elm on June 5 Order No. 331562867738Order Date: June 5, 2023 Windsor Dining Chair, Black, Set of 2 Item #: ******* The item has not arrived. I emailed and called. Each time they delay the arrival date by a week. I want my money refunded as they have charged my account for the order and are not shipping the item. Shown is the second rescheduled arrival date and the items are not here.Any further delay is unacceptable

      Business Response

      Date: 07/18/2023

      Williams-Sonoma, **** is in receipt of this customer's complaint. We have reviewed our customer's concerns and sent an email offering to cancel the order for a full refund. 

      Sincerely,
      Williams-Sonoma, ****

      Customer Answer

      Date: 07/19/2023

       
      Complaint: 20320336

      I am rejecting this response because:

      the company does  not know where my shipment is. They have offered to find it, but they should find in within a day or two. Otherwise I get refudned my money










      Hi *****, 

      "We have reviewed your Better Business Bureau complaint. I am sorry you
      have not received your dining chairs. The chairs were shipped on 06/22"
      I am waiting to hear back from the delivery hub about the status of the chairs. I will email you as soon as I hear back from the delivery hub.

      Regards,
      *******
      ****************************, Jul 18, 8:16?PM (11 hours ago)


      also the company will not provide a phone number so I can contact them.

      Sincerely,

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

      Business Response

      Date: 07/19/2023

      Williams-Sonoma, **** is in receipt of this customer's complaint. We have reviewed our customer's concerns and emailed the customer with our contact information. We will contact the customer to confirm delivery. 

      Sincerely, 
      Williams-Sonoma, ****

    • Initial Complaint

      Date:07/13/2023

      Type:Delivery Issues
      Status:
      Answered
      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 from PotteryBarnKids (Order #************) on July 6th 2023. I was tracking the delivery and found out that theres a damage reported (All merchandise is missing and the empty carton was discarded. *** will notify the sender). I made numerous calls to PotteryBarnKids customer service, each time putting me on hold, so frustrating.Finally someone answered and told me that if my package is missing Im the one to have to contact *** to file a claim, not them. I was in shock because Im just a Receiver (not the Sender) and I didnt receive anything because the package is missing. Also I paid PotteryBarnKids for the shipping and not ***. PotteryBarnKids told me today that they cant do anything for me, unless I contact *** to file a claim and once I have a resolution Ill have to call PotteryBarnKids again to show them that the claim was resolved. I contacted *** and they said that I cant submit a claim because it looks like a claim already exists for this package. This is ridiculous!! Why won't Pottery Barn take responsibility?I just want the product I paid for.I wont buy anything anymore from this store, very disappointed. Terrible *****************

      Business Response

      Date: 07/18/2023

      Williams-Sonoma, **** is in receipt of this customer's ******************** complaint. A replacement order was processed under, 331980135924 and should be shipping soon. We have contacted our customer to provide additional support. 

      Sincerely, 

      Williams-Sonoma, ****

    • Initial Complaint

      Date:07/13/2023

      Type:Product Issues
      Status:
      Answered
      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 # ************, Emailed about issue on 7/9 and 7/12 with no response. Called in twice today, was on hold for 20 minutes one time, and the second time received conflicting information than the first. Issue: We recently installed this light fixture and have a slight issue. The rod that comes down from the ceiling that attaches to the light bar - the attachment is not square and is at an angle. Therefore, the globes that should be hanging straight down are actually hanging at an angle. It looks like there is an issue with the threading in the light bar, it isn't square. The photo you can see the bottom sits flush and the top does not. It is like that with all of the globes, not just this one. *We are looking for options to keep it. It is by no means a perfect light but we don't know if it's worth taking it apart and sending it back. We were offered a partial credit by the first representative but he disappeared on the phone and the second representative said she would not provide us with a partial refund even though I sent her photo evidence.

      Business Response

      Date: 07/18/2023

      Williams-Sonoma, **** is in receipt of this customer's complaint.  Our customer was offered compensation to keep as is, unfortunately our customer did not believe the amount was enough.  We will partner with leadership to see if there is anyway to raise the $90.00 compensation offered.  We will follow up with our customer to advise we are working on her request.  

      Williams-Sonoma, ****

    • Initial Complaint

      Date:07/13/2023

      Type:Product Issues
      Status:
      Answered
      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.
      It just made a year ago that I purchased a set of 4 West Elm Slope Counter Chairs in Slate for $1950. When it arrived, it looked a little weathered, but thats how I thought it was supposed to be. Just recently i purchased another slate Slope counter chair (i now needed 5 with my growing family) and noticed that there was a significant difference in the color, texture and quality of the one I purchased compared to the one I have. The newer one is the same quality, leather and color as the dining chairs i bought from them a year prior to buying my counter chairs. The leather is a different type of leather and color and stitching is also different. I decided to call West Elm, but they said they will not help me because its been a year, but associate did say that my items were different manufacturers from different countries. The *** on the chairs are *******, *** on my order is *******. I just want my counter chairs to match in color and quality like this company stands behind. I would have let them know earlier if I had bought the 5th chair earlier and noticed the gross difference misrepresentation.

      Business Response

      Date: 07/17/2023

      Williams-Sonoma, ***** is in receipt of the customers complaint.  We let the customer know that we are unable to process a return for the Counter Stools since she has had them in the home for a little over a year.  This would have needed to be addressed within 30 days of receiving the order.

      Sincerely,
      Williams-Sonoma, Inc. 

      Customer Answer

      Date: 07/17/2023

       
      Complaint: 20316673

      I am rejecting this response because how was I supposed to know that this was made by a different manufacturer, and that is why the color and quality was unsatisfactory? I thought they made the counter chairs different from the dining chairs until I just purchased another counter chair that doesnt match the counter chairs I previously purchased and noticed they were the same color and quality of the dining chairs I purchased before. Now I have a mismatched set of counter chairs thats supposed to be the same color!


      Sincerely,

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

      Business Response

      Date: 07/18/2023

      Williams-Sonoma, ***** is in receipt of the customers rejection.  Unfortunately, because the Stools have been in the home for over one year, we are unable to process a return.

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

    • Initial Complaint

      Date:07/13/2023

      Type:Delivery Issues
      Status:
      Answered
      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 October 6, 2022 I purchased a Rug, #******* for $849.15. This does not include taxes and delivery. The order number was ************. On the rug was returned May 22, 2023 for defects. I was given this return order number: ************ and told I would receive a West Elm Merchandise Credit Card for the amount $1078.72 (Item #: *******). I have called customer service 4 times now and given the same reply (escalated to supervisor) and still have not received the refund. Currently my account online indicates it was shipped and given a different delivery date each time I log on to my account, I see this:Package 1 of 1 Were sorry but we are unable to display your tracking details at this time.Carrier: ************* STANDARD Tracking Number: ********* (this is not **** tracking)

      Business Response

      Date: 07/17/2023

      Williams-Sonoma, ***** is in receipt of the customers complaint. We let the customer know that a new Merchandise Card is in transit, and we will need to wait until 7/25 for it to arrive, before we can request it be voided.

      Sincerely,
      Williams-Sonoma, ****

    • Initial Complaint

      Date:07/12/2023

      Type:Product Issues
      Status:
      Resolved
      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 early Dec 2022 for Xmas gifts. There were repeated issues with my order and ultimately I was charged for an item I ordered and never received, one out of four blankets I ordered. I eventually received the wrong one and after delays due to miscommunication on the part of customer service I requested a refund and sent back the wrong item. I never received a refund. Attempts to resolve through West Elm have been unsuccessful. My last attempt was an email to the Williams Sonoma CEO and West Elm customer care. I have received no response.

      Business Response

      Date: 07/13/2023

      Williams-Sonoma, **** is in receipt of this customer's complaint. We reviewed our customer's concerns and a refund will be processed once the customer updates the credit card. The credit card token has expired.

      Sincerely,

      Williams-Sonoma, **** 

      Customer Answer

      Date: 07/19/2023

       
      Complaint: 20313912

      I am rejecting this response because:
      I was informed that I have 5 days to respond before my complaint is closed by default.  As instructed I called west elm to provide my cc info again in order to receive a refund. I did that on 7/14.  I asked for an email confirmation or other written documentation and did not receive it, was told that wasnt possible and that my refund should appear in my account in 3-5 business days. I have not received the funds though the estimated time window hasnt expired yet.  My complaint is still pending receipt of the refund.
      Sincerely,

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

      Business Response

      Date: 07/20/2023

      Williams-Sonoma, **** is in receipt of this customer's complaint. We have reviewed our customers concerns and have issued a refund for $63.57. The refund will post to the customer's bank account within three business days. 

      Sincerely,

      Williams-Sonoma, **** 

      Customer Answer

      Date: 07/24/2023

      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.
      The refund was expedited after I rejected the initial resolution because I hadnt received the funds.  I have received my money back.
      Sincerely,

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

    • Initial Complaint

      Date:07/12/2023

      Type:Product Issues
      Status:
      Answered
      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 bought two backpacks at Pottery BarnKids.But I got different one.than,I asked return and refund, but they dont send me label.because I am living in *****.they are preparing label for 3months at IT department

      Business Response

      Date: 07/13/2023

      Williams-Sonoma, **** is in receipt of this customer's complaint. We have reviewed our customers concerns and confirmed a leader on our international team will contact our customer to help. Please do not hesitate to reach out again if any further assistance is needed. 

      Sincerely,

      Williams-Sonoma, **** 

    • Initial Complaint

      Date:07/12/2023

      Type:Delivery Issues
      Status:
      Answered
      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 West Elm table (order # ************) for $2,000, which was delivered on 6/10. On 6/12 I emailed customer service because there was a small chip in the table and I was wondering if a replacement was possible. I emailed photos and got a response back from delivery quality team on 6/15 stating A member of your local delivery center should be contacting you shortly with a resolution. I have not heard back since, despite sending 4 follow up emails 6/21, 6/30, 7/5, and 7/8 (I will provide documentation) to the delivery quality team as well as to West Elm and Williams Sonoma customer service. I also have called ******************** twice about this issue and the only answer I get is it says its in process. It has been a month and I would like this issue to be resolved before it exceed the window of time to return the table.

      Business Response

      Date: 07/12/2023

      Williams-Sonoma, **** is in receipt of this customer's complaint. We have reviewed our customer's concerns and have requested the replacement of the chipped table. We will follow up with the customer by email.

      Sincerely,
      ********************-********************, ****

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

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