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 Kids

  690 West Dekalb Pike King Of Prussia, PA 19406

• 

  Pottery Barn

  2500 N Mayfair Rd # 25 Milwaukee, WI 53226

• 

  Williams Sonoma, Inc.

  5415 Tamiami Trl N Naples, FL 34108-2853

• 

  Pottery Barn Kids

  600 Broadway New York, NY 10012

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:01/03/2023

  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.

  Massive quantities of unwanted spam. Once unsubscribed they started sending from one subsidiary West Elm. Once finally unsubscribed from that, started getting from another subsidiary, ******* Sonoma.I want them to stop and leave me alone!

  Business Response

  Date: 01/04/2023

  Williams-Sonoma, **** is in receipt of the customer's complaint. We have sent a secure link to the customer to unsubscribe from our email list. We consider this matter resolved.

  Sincerely,

  Williams-Sonoma, ****

• Initial Complaint

  Date:01/03/2023

  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 purchased the Haven ******** sectional from West Elm in ********* on 9/11/22. Cost: $3,461.17, Sales Price: $2,968.20, Delivery: $259.00, Delivery Surcharge: $18.78, Tax: $215.19 The sofa was scheduled to be delivered between 9/24 - 10/8. I specifically ordered this model due to its availability. Delivery was delayed and the sofa arrived on 11/22 without legs. The delivery team and I notified customer service that the legs were missing. Since this was Thanksgiving week, I was told to call back on Monday. I followed up via phone and email and was told the legs were ordered and would be receiving them soon. I followed up again on 12/15. A team member confirmed the legs were ordered on 11/28 and that I would receive them between the 12/11 -30. I reached out to the ********* store and a team member confirmed that the sofa legs were at the local distribution center during the week of 12/19. But I received a scheduling email with a new delivery date of 1/3 - 23, much later than I was previously told. This also didn't make sense for the long delay if the legs were at the local distribution center. I reached out via email and phone to scheduling, customer service, and several executives. I was told the earliest I could receive the sofa legs were January 16th despite them being in ********* on 12/21. This would mean I would potentially wait 7-9 weeks for sofa legs the should've been shipped once they were aware of the mistake. West Elm showed a lack of concern or care for me as a customer. I hosted Thanksgiving and Christmas with my sofa on the floor, leading to premature wear and tear. Ultimately, I decided to purchase replacement legs from Amazon which arrived in time to get my sofa off the floor for New Year's Eve. I would like to be reimbursed for delivery fees, compensated for the Amazon replacement sofa legs, and a partial refund as compensation for the damage caused by the premature wear and tear due to West Elm's mistakes and incompetence.

  Business Response

  Date: 01/04/2023

  Williams-Sonoma, **** is in receipt of this customer's complaint. We have
  reviewed our customers concerns and have offered compensation in the amount of $300 for the issues with delivery of parts and re-imbursement for parts purchased from another retailer. 
  Sincerely,
  Williams-Sonoma, ****

• Initial Complaint

  Date:01/03/2023

  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 ordered 2 monogrammed bathrobes on Nov 20 from Pottery Barn online for Christmas gifts. Order #************. I have called 6 times to track them. Last week a *** said that she didn't see any indication in the system notes that I had called previously. She said they were in stock so not sure why they haven't shipped. She promised she would expedite. I know she at least made note in system as I received a survey shortly afterwards which I gave her a good review as it seemed she was trying to help.I called again today and the *** said a new order # should have been provided. She is not seeing anything in the system for it. I am now again on hold while she talks with a lead. I've been on hold for several minutes. What a joke!Your customer service is AWEFFUL! I'm guessing your *** are working remotely without supervision. I want management to call and explain what is going on and how you will earn my business back.*********************** ************

  Business Response

  Date: 01/04/2023

   Williams-Sonoma, **** is in receipt of this customer's complaint. We have reviewed the customers concerns and have contacted customer to inform that the order has begun fulfillment and is preparing to ship. Sincerely, Williams-Sonoma, ****

• Initial Complaint

  Date:01/03/2023

  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.

  -Ordered a bed on Pottery Barn's website on 8/17/22 with an estimated delivery date in Late September. (Order Number #************)-I was charged $1,641.84 for the bed on 9/20/22.-Pottery Barn reached out to me to schedule delivery on 9/24/22, but my delivery date kept getting canceled. -On 11/16/22 they informed me that the bed was missing parts and was not ready for delivery. -I had not heard anything from Pottery Barn by 12/16/22, so I called to check in on the status of the bed. They said the part was still missing but was en route to the "Hub" and that I would be contacted to schedule the delivery the following week. As an apology for the several-month delay, I was given a $200 merchandise credit in the form of a Pottery Barn gift card.-On 12/30/22 I still had not heard anything from Pottery Barn so I called and followed up. I was told that my order had been canceled on 12/22/22. I did not cancel my order. I was also not made aware of this by email or by phone. If I had not called I would have had no idea that my order was canceled. I asked for a refund because a new bed had not been ordered on my behalf yet and I had lost all faith in Pottery Barn to deliver a new bed in a timely fashion. -On 1/1/2023 I received a refund for $1,441.70 on my credit card (over $200 less than what I had been originally charged). -On 1/3/2023 I called Pottery Barn asking where the remainder of my refund was and they informed me that since I received the gift card for $200 they took that out of my total refund. Mind you, I was given the gift card a month ago as an apology for the order being several months late. I am looking for a full cash refund back to my original payment method for the bed. I am astounded that Pottery Barn has not been in communication with me whatsoever since they canceled the delivery date in mid-November. I found out that THEY canceled my order by calling customer service to check on the new delivery date via phone.

  Business Response

  Date: 01/03/2023

  Williams-Sonoma, **** is in receipt of this customer's complaint. We have submitted a request to our gift card team to void the $200.00 merchandise card.  Once that has been voided, we will re-issue the $200.00 refund back to their original payment method. We have reached out to the customer to further assist. We are working towards resolution. 
  
  
  Sincerely,
  Williams-Sonoma, ****

  Customer Answer

  Date: 01/04/2023

  Dear Kimi, 

  I appreciate your response but refunding me the full amount that I paid for AND taking away the gift card is unacceptable. The gift card was given to me on 12/16/22 as an APOLOGY for the several month delay, prior to your team cancelling my order without telling me. When I spoke to your staff on 12/30/22 I was informed by the Hub that my order had actually been cancelled on 12/22/22 and is never getting delivered. I did not cancel the order, but when I found out that my bed was never getting delivered I asked for a refund. Asking for a refund for an order that was cancelled on me seems more than fair - especially in this extremely high inflationary environment. I have essentially given Pottery Barn a risk-free loan for $1,700 for months when my money could have been invested or spent elsewhere.

  I was completely mislead about the delivery date with absolutely NO communication from Pottery Barn whatsoever after my delivery was postponed in November. When I ordered the bed in August I chose Pottery Barn because it had the best estimated shipping timeline compared to its competitors.  When I spoke to **************** in November I was assured that the missing parts of my bed would be arriving at the Hub soon and I should have my bed in December. When I spoke to **************** again in December I was assured yet again that the parts were on the way to the Hub and my bed would be ready for delivery within the next few weeks. Yet, after patiently waiting five months, I found out that Pottery Barn cancelled the order on ME. I have spent the last 5 months sleeping on a mattress on the floor, being repeatedly lied to by your team. 
  

  I cannot believe how horribly I have been treated throughout this entire process. Between the miscommunication from the Hub and ****************, being kept in the dark for MONTHS about the status of my bed, and the APOLOGY gift being stripped from me, I will make sure none of my friends or clients will ever make the mistake of ordering furniture from Pottery Barn again.

  Please let me know if you have a better solution. 

  Best,

   

  Kayla

   

   

   

   

   

   

   

   

  Complaint: 18675226
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************

  Business Response

  Date: 01/12/2023

  Williams-Sonoma, **** is in receipt of this customer's rejection. The $200.00 merchandise card has been voided and we have issued a refund of $200.00 back to the customer's original payment method on 1/10/23.  Please allow 3-5 business days to see this credit reflected on the account.  We consider this matter resolved.
  
  
  Sincerely,
  Williams-Sonoma, ****

• Initial Complaint

  Date:01/03/2023

  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 with Pottery Barn in early September and still haven't received two expensive products ( 2 Ecinitas dining chairs) I was charged for. Order # ************ Original estimate for the delivery was November but first appointment was scheduled for mid-december. Pottery Barn canceled that appointment and moved it to January 2nd. Then they were a no show for that appointment with no reason or notice. I need these chairs to host my family for the holidays and had to find additional chairs elsewhere despite being charged for the product. I've called the furniture scheduling line multiple times throughout this awful experience and spoken with customer service. No one cares or helps. Today the scheduling line left me on hold and never came back on the line. This transaction currently resembles a scam more than a purchase from a reputable company.Either give me the two chairs or give me my money back.

  Business Response

  Date: 01/03/2023

  Williams-Sonoma, **** is in receipt of the customer's complaint. We have reviewed the customer's concern and can confirm that a full refund has been issued and the order has been canceled. We consider this issue resolved.

  Sincerely,

  Williams-Sonoma, ****

• Initial Complaint

  Date:01/03/2023

  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 on August 22nd. I called after placing the order to apply an e-merchandise credit ($263.94) and was assured that it would be added to the order. It was not applied; instead, my order was placed on hold for 4.5 months. I was never notified of the hold and called back on December 8th to check the status of my order. The support agent discovered the hold and assured me the credit had been applied, but the next day, my credit card was charged for the full amount. Additionally, I was promised a registry discount that never got applied to the order. I've spent hours on the phone and emailing support since then and have received no response or resolution, despite being charged and paying for the bed. No resolution has been made and no customer service agents have been helpful in fixing the issue. I am seeking a full refund due to the dishonesty and the amount of time I've spent on the phone with Pottery Barn without any resolution.

  Business Response

  Date: 01/03/2023

  Williams-Sonoma, **** is in receipt of this customer's complaint. We have reviewed our customers concerns and are working towards getting proper compensation issued. I can confirm that the customer is working with our escalation team as well at this time. 

  Sincerely,
  Williams-Sonoma, ****

• Initial Complaint

  Date:01/03/2023

  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.

  My ordering and deliver experience with West Elm, owned by Williams Sonoma, **** has been the worst experience of my life. Our sofa was ordered on October 12, 2022. We selected the couch because of its 2 week availability. What we expected to be a delivery by October 31 turned into 10 week ordeal. When our item finally arrived at the delivery center, it was another two weeks to schedule delivery. On Jan 2, 2023, our couch was to arrive by 1PM. After waiting all day following the truck tracker, our item never arrived. No one called to let me know status. Upon calling Williams Sonoma customer service, I was directed to call the North ******* Delivery Hub. I called multiple times after the center opened and had my call disconnected 3 times. After reaching an agent on my 4th try, I was informed that my couch never made it to the delivery hub, despite having a scheduled appointment. No one contacted me. Agent is checking on item but no one for sure knows where my item is. Communication has been horrible. Williams Sonoma charged my card immediately for $3,555 and the only things Ive received are aggregation and broken promises. To top it off I no longer have a couch as we were expecting delivery on Jan 2.

  Business Response

  Date: 01/04/2023

  Williams-Sonoma, **** is in receipt of the customer's complaint. We have reviewed our customer's concern and can confirm that a *********** is being conducted within the delivery center. We will reach out to the customer with any further updates.

  Sincerely,

  Williams-Sonoma, ****

  Customer Answer

  Date: 01/04/2023

  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 item arrived unannounced yesterday. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:01/02/2023

  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 have placed an order number ************ for *************************** and Dining Table on 11/20 from West Elm. The media Center and dining table were in stock and supposed to be delivered in a few weeks. I applied for a west elm credit card and was immediately approved. My problems started immediately, and I couldn't schedule delivery for the items in stock because there was a glitch in the system and I needed to wait a few days for tge charges to go through. In my entire lifetime dealing with furniture shopping I have never heard of that. After almost 3 weeks of hours on the phone both with west elm and *********** which issued their credit card, I was finally able to schedule delivery. It was schedule for 12/17. I wanted at home and received a message the delivery had been cancelled. Again I had to spend hours on the phone to try to resolve it. It took days to resolve it and delivery was scheduled to 12/27. I was like before, tracking the delivery and everything seemed fine until I got another message saying delivery was cancelled again. Hours and hours on the phone again. They said my table was on the warehouse but they couldn't find it. They needed 3 to 5 days to try to find it! Totally unacceptable!!! I have spent days on the phone and at home, waiting for an order that was never delivered, and now my credit card was charged and the Bill is due and I haven't received the items yet! The new delivery is set for 01/14 but only for the dining table because now they can't locate the media Center! This has been the worst nightmare of my life, I have never dealt with such an unbelievable level of incompetence and disrespect to a client. I need to have both my dining table and media console delivered prior to paying my credit card bill and I can't afford to keep missing days at work dealing with these issues. Worst furniture company out there. What an aggravation!

  Business Response

  Date: 01/02/2023

  
  Williams- Sonoma, *** is in receipt of this customer's complaint.  We have reviewed their concerns, and have advised that the media console shows that it was checked in for scheduling on 1/2.  An escalated request has been sent to the delivery hub to add the additional item to the 1/14 delivery.  However, we have stressed that the customer would prefer to receive to both items on a sooner date, if possible.  An update will be provided shortly, once a reply has been received. 
  
  Sincerely, 
  
  Williams- Sonoma, ***

• Initial Complaint

  Date:01/02/2023

  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 ordered a bed frame back in November from Pottery Barn Kids (PBK) and they told me it was in stock. I chose to have the bed frame shipped from their warehouse to their Lenox store for me to pick up there. It is now January and after contacting customer service multiple times and tracking my order online, PBK continues to tell me the bed frame is in transit to the store. It is obviously not in transit for 6 weeks and the bed frame clearly was not in stock as I was told. My daughter has been without a bed for 6 weeks and this company continues to give me the runaround. I tried cancelling the order today and after being on the phone for over an hour the representative first told me it could not be cancelled, then told me it could be cancelled but only for a store credit or gift card, not a refund to my original payment. Im so upset and disappointed in PBK and the way Ive been treated, but mostly because my daughter does not have a bed and I can not get my money back to purchase one somewhere else.

  Business Response

  Date: 01/02/2023

  Williams-Sonoma, **** is in receipt of this customer's complaint. The metal bed frame appears to be preparing for store pick up. We will contact the customer's local ********************** store to confirm the status of the bed.  If the customer no longer wants to wait for the bed order, we can assist with a return for a full refund back to their original payment method. We will contact the customer to further assist. We are working towards resolution. 
  
  
  Sincerely,
  Williams-Sonoma, ****

  Customer Answer

  Date: 01/07/2023

   
  Complaint: 18672035
  
  I am rejecting this response because I have to hear from the company or the store regarding my order. This is another attempt to give me the runaround. What does appears to be preparing for pickup mean? If my bed frame was ready, I should I have been contacted since January 3rd when they responded to you regarding my complaint. Yet again, Im so disappointed in the lack of customer service Ive received during this entire process. Thank you to the BBB for trying to help. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 01/12/2023

  Williams-Sonoma, **** is in receipt of this customer's rejection. We have contacted the customer's local ********************** store and confirmed her metal bed frame has arrived and is ready for pick up. We have also notified the customer by email that her order is ready for pick up.  We consider this matter resolved.
  
  
  Sincerely,
  Williams-Sonoma, ****

  Customer Answer

  Date: 01/18/2023

   
  Complaint: 18672035
  
  I am rejecting this response because:
  It is clear that Pottery Barn is not going to acknowledge any wrongdoing or attempt to rectify the situation. This speaks volumes about the lack of integrity in which they run their business and how little they value their customers to not apologize at the VERY LEAST for the misrepresentation of information on multiple occasions. Furthermore, it seems appropriate that Pottery Barn would offer to deliver the bed frame after waiting for said item that I was told was in stock for 3 months now. 
  

  I do really appreciate the BBB helping me force PB to locate my daughters metal bed frame, because at least it miraculously appeared in store the very same week of my complaint after being in transit for 6 weeks before that. 
  

  I am currently out of town, but will pick up the bed frame at my earliest convenience. In the future, I will take my business elsewhere.

  
  Sincerely,

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

• Initial Complaint

  Date:01/01/2023

  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 placed an order with West Elm for a $699 coffee table. I paid a total of $74.53 for shipping/delivery. This shouldve included delivery to my front doorit did not. The delivery men apparently could not locate my apartment building because the shipping dispatcher called me to ask for more details about where my apartment is located. I provided further details and also advised her to tell them to use ****** maps on their phone. No one has ever had issues locating my building. About an hour later, I noticed a truck pulled up and assumed they were with West Elm and were unloading my coffee table so I unlocked the downstairs door for them via my phone. Seconds after doing so, they men got into the truck and drove off. I was confused because I didnt get my package to my door. I ran downstairs and found that they abandoned my expensive coffee table near the front door in the lobby. This coffee table weighed about 100 lbs. I weigh 112 lbs. I do not own a handtruck or anything that could help me bring this item into the elevator and down the hall. Needless to say, I struggled to get this into my apartment. I paid for front door delivery and did not get front door delivery. I contacted customer service right away and spoke to 4 different people. They all agreed that they were not supposed to leave my package near the front door and were supposed to bring it upstairs to my front door. Some even mentioned that this is common practice for their delivery drivers. I was promised that this would be resolved but its been over a week and not a peep from West Elm. I have contacted my bank and was advised to attempt to resolve with the company first before charging back. This is my last attempt before I contact my bank again and proceed with the dispute.

  Business Response

  Date: 01/02/2023

  Williams-Sonoma, **** is in receipt of the customer's complaint. We have reviewed the customer's concern and refunded the delivery fee due to their experience. 

  Sincerely,

  Williams-Sonoma, ****

  Customer Answer

  Date: 01/03/2023

  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,
  
  *************************************