Business Profile

Home Accessories

Williams Sonoma, Inc.

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Pattern of Complaints

Complaints

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

Customer Complaints Summary

3,465 total complaints in the last 3 years.
734 complaints closed in the last 12 months.

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

Initial Complaint
Date:01/19/2023
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.
Date of Transaction: 10/26/2019 / $2,153.79 Order Number: ************ What business committed: I purchased a couch from PB in 10/2019 & paid for performance fabric. I am a single woman living in a household with no pets or children who spent the majority of Covid at my parents house, so this couch had seen little use until 2022. In May of this year, I stopped by the store in Chi, as I had spilled some sparkling water on the arm of my couch and there seemed to be ********** the filling of the couch, as a large blue/******************* appeared where water touched The store said that was not expected from performance fabric, so put me in contact with customer service. I then embarked on what has been a journey of 10+ months of extremely unprofessional & upsetting interactions with no effort to figure out what happened. The cs agent I was working with took months to respond to inquiries via email & return phone calls, never took the time to understand the situation, missed numerous scheduled calls (causing me to miss work), sent me an email telling me I was getting a refund, only to say she sent the email to the wrong customer, followed by telling me the issue was due to a pet (which i do not even have?) and given the vendor's 1 year warranty nothing could be done. When I purchased it from PB, I did not know I was buying a couch from a vendor.They promised commitment to quality long lasting product, yet they have totally ignored my issue. Paid premium for perf fabric, which water was included in care instructions. Water was used & couch ruined which isn't aligned w/quality & care instructions. Ask was to help solve what happened but instead they have not even looked to understand issue. Has business tried to resolve? No, PB has not even willing to send someone out to look at it or see what they can do to fix it. No one has even suggested or offered some type of help to resolve or credit towards replacing.
Business Response
Date: 01/20/2023
Williams-Sonoma, **** is in receipt of this customer's complaint. We have reviewed the customers concerns. Due to the age of the York Square Arm Upholstered Deep Seat Grand Sofa 95" and the information presented with the stain from the drink spilled by the customer, we feel that this is normal wear and tear and we are unable to replace this item at no cost or accept a return for a refund. We sincerely apologize for any disappointment and inconvenience this may cause. This may not be the answer the customer was hoping for, but we trust the customer understands that the request far exceeds our guarantee and 30-day return window. We would like to offer a 10% merchandise card credit on a new order of a sofa and the customer can contact us with the new order details to redeem the credit.

Customer Answer
Date: 01/22/2023

Complaint: 18856195

I am rejecting this response because: the care instructions state that it should be cleaned with damp cloth. If water cannot be in contact with couch, they need to change their care instructions. It is not normal wear and tear for water to cause a blue/black stain when coming in contact with fabric. Company should care enough to send someone out to investigate or gather more information as to what has caused this. Water ruining a $2000+ couch is outrageous, especially when I paid extra for performance fabric which should "repel" liquid. This company does not care about it's customers or the quality of their products.

Sincerely,

*************************************
Business Response
Date: 01/29/2023
Williams-Sonoma, **** is in receipt of this customer's ******************** rejection. We have explained that our return policy provides for a 30-day window after delivery to address returns or replacements. This order was delivered in 2019. Unfortunately, we are unable to take further action on this order. Our prior offer for, 10% off a future order is still valid and we have advised our customer to contact us with the new order number, once they wish to take advantage of that offer. We consider this matter to be resolved.

Sincerely,

Williams-Sonoma, ****

Customer Answer
Date: 02/05/2023

Complaint: 18856195

I am rejecting this response because:

Sincerely,

*************************************
Initial Complaint
Date:01/19/2023
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 dining room table on 9/14/22 from Pottery Barn. I paid in full, as required, on 10/11/22. After several delays despite not being back-ordered, delivery was finally scheduled for 12/29/22. I received a call after 9 am that morning cancelling my delivery abruptly because they 'lost' my table. After several calls by me (no outreach from Pottery Barn), delivery was rescheduled for 1/10/23. The delivery team showed up with only half of the table. I was told I had to reschedule again and did so for the following week - 1/18/23. On 1/17/23, I received a call cancelling my delivery again, indicating that Pottery Barn has lost the rest of the table, yet again. After several follow up calls from me (because again they did not bother to call me) a rep confirmed the table had been found but the truck had already been packed so I could not have my delivery the next day as originally scheduled. She said she would get me in as soon as possible and two additional days have passed and I have not heard from them at all. This is fraudulent at this point. I have paid for an item and Pottery Barn is refusing to deliver it, claiming to continually lose it. Not only am I unable to get the item I have ordered and paid for, I am out three days of PTO from taking days off for deliveries they have scheduled and then cancelled.
Business Response
Date: 01/22/2023
Williams-Sonoma, *** is in receipt of this customers complaint. We have reviewed the customers concerns. We are currently working toward resolution with this customer.

Sincerely,

********************-********************, ***.
Initial Complaint
Date:01/19/2023
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.
We placed an order from West Elm, subsidiary of Williams Sonoma, on 10/3/22 (order #************) for a sofa with an expected date of mid January 2023. The order has been delayed multiple times (order update emails sent on 10/13, 11/7, 11/14, 12/2, 12/28) with a current estimated ship date of mid May 2023 but that is not confirmed as the order hasn't left the distribution center. I called customer service on 1/3/23 to cancel the order because of the unreasonable delay and was told that the order would be cancelled in **** days. I called today, 1/19/23 to confirm cancellation and was told that they could not actually cancel an order and that was not ever an option. Since we were initially told the sofa was cancelled, we already ordered and received a couch from another vendor. My credit card will be charged if and when the West Elm sofa actually ships, but I do not want my credit card to be charged nor do I want to receive this sofa, I simply want the order to be cancelled and have there be no further charges. There is a pending charge of $2022.48 that shows in my order history.
Business Response
Date: 01/22/2023
Williams-Sonoma, **** is in receipt of this customer's complaint. We have reviewed the customers concerns and have reviewed that the customer was contacted by our one of email representatives that is providing customer with further assistance regarding cancellation. Sincerely, Williams-Sonoma, ****
Initial Complaint
Date:01/19/2023
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.
In Aug 2022, I ordered a bed (item #*******) from West Elm, and paid $1678.75 on my credit card on 9/19/22. $259 of that was for white glove delivery and installation. After 3 months of delays with no info or explanation, it was finally delivered on 12/12/22. **** told me everything was fine. After 2 weeks of bed sagging and slipping I removed the mattress and could see that the center support was not installed and feet were at an odd angle. Another crew came back out and took it all apart. They told me of the 64 screws which are to be inserted in predrilled holes to secure the undercarriage support to the bed, only 8 of mine were actually installed. Of the 3 upright supports for the center, one was just jammed in at an angle, one was laying on the floor under the bed and one was no where to be found. They also said the legs had been installed backwards, hence the odd angle. They reinstalled the legs and the 2 upright supports but had only a few extra screws with them. At this point I am still missing 50 or so screws and one upright support. I took pictures of all of this and sent them by email to the designer I was working with at their Avalon store in *******, **. (*******************). That was 2 weeks go. No response. I sent her a second email this week and still no response. I need someone from West Elm to respond to me about how and when they will finish this installation. I also feel I am untitled to a refund of my $259 delivery fee and compensation for my inconvenience. During this time the retail employees told me to not even bother contacting customer service and the customer service told me they were going to deliver the next day (in Oct) and no one showed up. I have had to deal with numerous phone calls with various departments and terrible customer service. Thank you for your help.
Business Response
Date: 01/21/2023
Williams-Sonoma, **** is in receipt of this customer's ******************** complaint. We have opened a delivery quality ticket to provide further assistance. We will look into this matter to see what resolution options we have to help.

Sincerely,

Williams-Sonoma, ****
Customer Answer
Date: 01/23/2023

Complaint: 18841125

I am rejecting this response because:they did not offer a resolution, they simply requested additional photos which I sent. Please do not close this file as I am still awaiting further response from,them.

Sincerely,

***************************
Business Response
Date: 01/29/2023
Williams-Sonoma, **** is in receipt of this customer's ******************** rejection. We are working with our delivery quality team to address the installation concerns and are reaching out to that department to get an update.

Sincerely,

Williams-Sonoma, ****
Customer Answer
Date: 02/04/2023

Complaint: 18841125

I am rejecting this response because:
They are simply asking me to be patient and wait while they sort this out. Please do not close the case.

Sincerely,

***************************
Customer Answer
Date: 02/17/2023
Business Response
Date: 02/17/2023
Williams-Sonoma, **** is in receipt of this customer's ******************** rejection. Our delivery quality team is reviewing this case and we have contacted them for an update.

Sincerely,

Williams-Sonoma, ****
Customer Answer
Date: 02/22/2023
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:01/19/2023
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.
I ordered from West Elm. Order ************ placed for 2 pieces of a modular sofa for $2,093.81 on Oct 26, 2022 with a delivery estimate of Dec 3 - 17, 2022. Delivered Dec 6th. One piece was damaged during delivery. They said they would re-order and have a replacement to me Dec 15th. Order ************ was placed to replace the one damaged piece.I called them on Jan 5th to check status. They said the order was stuck and not scheduled for delivery. They promised me a refund for BOTH items and said they would call and pickup the piece that was delivered.They did neither of those things. So I called again on Jan 19th, they said they cannot fulfill the replacement piece and they cancelled the order and promised a refund. This time I received an e-mail from them showing the order for the 1 replacement piece has been cancelled and will be refunded. Was on the phone for 30+ minutes and got disconnected before we could discuss the other half of the order which was already delivered.Now Im stuck with half of a couch (1 of the 2 pieces I ordered.). I would like for them to pickup this piece and give me a full refund since I have no use for just half of my original order.
Business Response
Date: 01/21/2023
Williams-Sonoma, **** is in receipt of this customer's complaint. We have reviewed our customer's concerns, and the delivery hub will contact the customer to schedule a pick-up for the Hampton Armless Sofa.
Sincerely,
Williams-Sonoma, ****
Customer Answer
Date: 01/26/2023

Complaint: 18840968

I am rejecting this response because: I have not received a response to my e-mail asking when I will be refunded for the item that was never delivered. The correspondence I received says they will refund me for the delivered item after it's picked up, which is great, but I still have not been refunded for the other item I never received.

Sincerely,

*********************************
Business Response
Date: 01/28/2023
Williams-Sonoma, **** is in receipt of this customer's complaint. We have reviewed our customer's concerns, and the customer has received a full refund. We consider the issue resolved.
Sincerely,
Williams-Sonoma, ****
Customer Answer
Date: 02/03/2023
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:01/19/2023
Type:Delivery 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 a $700.00 mirror from West Elm on November 9, 2022. This was attempted for delivery once but West Elm failed to comply with our building standards which is for the tenant to file the *** with the building rather the vendor supply it to the building, it needs to get approved. They failed to send it to me, attempted to deliver and were decided at the door. The second attempt they still failed to comply with our building standard by not sending me, the tenant, the ***, additionally, the driver for West Elm didn't have a drivers license, and when asked by our building to supply it he simply turned around and left. I've seen the surveillance footage and it is abysmal. I've contacted customer service numerous time and they are useless, they tell me someone will reach out and no one does. At this point they are with holding my product from me.
Business Response
Date: 01/21/2023
Williams-Sonoma, **** is in receipt of this customer's ******************** complaint. Our records reflect that our delivery partners are working with our customer to resolve this. The appointment is scheduled for, 1/25. We are providing additional support.

Sincerely,

Williams-Sonoma, ****
Customer Answer
Date: 01/25/2023

Complaint: 18839862

I am rejecting this response because:
They set my mirror to be delivered today but low and behold it was not!
1. They set up the delivery as a home delivery, not sure how many times I've said this but you're delivering the the *********************, this is a business and needs to be handled as such.
2. The delivery people state they are being turned away because of their license which is incorrect, I went to both of the access points that they would have gone to and neither had a trace of anyone at all stopping by. This is absolutely ridiculous. Unless you can ensure my package will be delivered TOMORROW. I will be pressing legal charges.
They absolutely did not go to either entrance at the *********************. I rewatched security footage and NO ONE at all came to this building.

Sincerely,

***************************
Business Response
Date: 01/29/2023
Williams-Sonoma, **** is in receipt of this customer's ******************** rejection. We are working with our customer and delivery partners to complete this delivery. The appointment has been rescheduled for, 2/1. We will continue to provide support and look forward to successfully completing this.

Sincerely,

Williams-Sonoma, ****
Customer Answer
Date: 02/02/2023
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:01/19/2023
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.
Date of the transaction:11/24/2022 Order Number:323283930028 On 01/16/2023, 2 months since the order was placed, I received an email from West Elm, stating that they canceled the 3 chairs I ordered. On 01/16/2023, the same day I received the cancellation email, I reached out to West elm. They responded that I could either wait for the sofa's delivery and then "discuss compensation", or they could do a "dock return". I responded immediately asking them to specify "compensation", and to clarify if I choose "dock return" when would I receive the refund and if it includes shipping. They ignored me.On 01/18/2023, I followed up with West elm. Again, ignored my inquiry. Today is 01/19/2023. Still no response. Problems I have:1. West Elm wasted 2 months of my time on waiting. I could have bought the furnitures from elsewhere. 2. When I placed the order, the $259 flat shipping fee I agreed on was for all the furnitures included in this order. I would not wanted to buy the sofaif not for the chairs.It is unfair to still charge me the same when they can not ship me all the items as promised on the date of transaction.3. **************** ignored my inquiries. I am askingWestElmto refund the shipping fee, specify the "compensation" and an explanation of why they think it is ok to ignore customer's concerns.
Business Response
Date: 01/21/2023
Williams-Sonoma, **** is in receipt of this customer's ******************** complaint. We have contacted our customer to offer a merchandise card. The chairs were cancelled and funds were not collected for the side chairs. We are awaiting our customer's reply.

Sincerely,

Williams-Sonoma, ****
Customer Answer
Date: 01/22/2023

Complaint: 18838927

I am rejecting this response because:
1. The shipping fee I agreed to pay was for 5 items. You cancelled 3 items after wasted 2 months of my time waiting. If you can't deliver what you promised, you have no right to still charge me.
2. In your response, you did not explain why my inquiry sent to your customer service team was ignored (sent on 1/16/2023, today is 01/22/2023, still never heard back).

Sincerely,

*******************************
Business Response
Date: 01/29/2023
Williams-Sonoma, **** is in receipt of this customer's ******************** rejection. Our customer agreed to a credit back to their payment for the shipping fee. We issued this credit and consider this matter to be resolved.

Sincerely,

Williams-Sonoma, ****
Customer Answer
Date: 02/02/2023
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:01/19/2023
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 originally ordered a "****** Tufted Upholstered Tall Headboard and Side Storage Platform Bed & without Nailheads, ***** Sunbrella *********** Chenille Fog, Item #: ******. Order No. ************ Pottery Barn Order Date: March 29, 2022 Price: $3,799 Order was delivered damaged to where it makes the bed unusable on 8/10/23.Customer service processed a return while delivery was onsite. The replacement order is NO WHERE to be seen. I have called customer service 6+ times including calling the physical store. No one can provide an update as the estimated delivery date just keep getting pushed every month, Original Nov 2022. Asked for a manager to call me to remediate issue, no return calls. I have lost a ************ in the ******* Sonoma family especially after being a repeat customer.Replacement order details Order Number: ************
Business Response
Date: 01/21/2023
Williams-Sonoma, **** is in receipt of this customer's complaint. We have reviewed our customer's concerns and have contacted the customer by email to discuss the status of the replacement bed.
Sincerely,
Williams-Sonoma, ****
Initial Complaint
Date:01/18/2023
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 couch from Pottery Barn on 12/9/22. It was delivered and set up on 1/3/23. I was on a conference call when the sofa was delivered, but took a look, and it looked fine. After my call had ended, I took a minute to sit on the sofa, and it rocked back and forth with the front left leg and the right rear leg not touching the floor. Then, after closer inspection, I realized that the sofa was sitting awkwardly with the seat cushions drooping downward toward the arms.I contacted the customer service team on 1/4 to inquire about a replacement or repair, and they asked that I send photos. I did my best to capture the legs on opposite corners of the sofa not reaching the floor. They responded by offering to ship to me one new leg within 3-5 weeks. I reached out again on 1/5 to let them know that a new leg wouldnt fix the issue and that I would need to have someone come and look at the sofa. I was told someone would get back to me, which never happened. On 1/9 I received the message that a new leg was being shipped. I believe the frame is broken or warped, and there is nothing to do at this point but replace the sofa. However, the faulty product and the level of customer service I have received precludes me from continuing our relationship. I would like to return the clearly defective sofa and move on.
Business Response
Date: 01/19/2023
Williams-Sonoma, **** is in receipt of this customer's complaint. We have reviewed our customers concerns and have set up a return for a full refund once the sofa is picked up. We consider this issue to be resolved.

Sincerely,

Williams-Sonoma, ****
Initial Complaint
Date:01/18/2023
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.
Order Number: ************ Order Date: July 15, 2022 $599.00 Plus tax and fees They havent delivered the item and is holding the money. I canceled and they sent an update saying its on back order not refunding me the money.
Business Response
Date: 01/19/2023
Williams-Sonoma, **** is in receipt of this customer's complaint. We have
reviewed our customers concerns and can confirm that the customer paid for this backordered item through a loan with Affirm. The item was never invoiced by us and has since been cancelled from this order. Affirm will process a refund and release to the customer.
Sincerely,
********************-********************, ****

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