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.
733 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:11/10/2022
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.
The order was ordered October 9, 2022 and no shipping update. **************** says they have no clue as to where it is and hung up. ************ Order Number
Business Response
Date: 11/10/2022
Williams Sonoma, Inc. is in receipt of this customer's complaint. We have reviewed the customer's concerns. We have reviewed this customer's order #************ and see that the original estimated delivery date for this customer's order is 11/12. This customer's vanity is currently in transit to their local delivery center. This delivery center is working through a backlog of orders and are estimating a delivery date around 11/25. Once this customer's order is offloaded, inspected, and stored our Scheduling Team will contact the customer to arrange delivery.
We consider this issue to be resolved.
Sincerely,
Williams Sonoma, Inc.
Initial Complaint
Date:11/10/2022
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 Number ************ Nov 2021 - After much research and seeing the set in person in store we ordered a nice dining table and 10 chairs. Knew it would be a wait for delivery as they were still catching up from COVID delays. No prob. Told approx 2-3 months. Feb 2022 - table delivered, chairs still needed more time. Ok, no problem.May 30 2022 - chairs delivered. THE STAIN ON THE CHAIRS DOESNT MATCH THE STAIN ON THE ***** June 1, 2022 - Called to arrange for return of the set, was told the chairs were now in stock, to let them try to replace and see if it was just a manufacturer error. I agreed to try another set of chairs. LATE Oct 2022 - Still no new chairs I called again and said forget it, Im done, please come get the set and issue a refund. They agreed to refund once they picked up the table and chairs. Transferred me to delivery center to arrange pickup. ******** center says they cant come get it because they outsource delivery to a third party in our area Ryder. ***** says they cant come get it because they didnt deliver it. I have spent literally DAYS trying to get someone to come get this stuff and give us our money back, come to some sort of a solution. Ive probably called Pottery Barn 10+ times in the past year over this table and chairs on the phone waiting 1-2 hours each time. I WANT MY REFUND NOW. They can figure out how they want to pick the items up anytime they want but Im tired of them having nearly $6000 for a poor product
Business Response
Date: 11/10/2022
Williams Sonoma, Inc. is in receipt of this customer's complaint. We have reviewed the customer's concerns. We have reviewed this customer's order #************ and see that returns have been initiated for this customer under return authorization #********* and #W229761296. An email has been sent to this customer's local delivery center requesting to schedule pick up of their furniture. We will contact this customer in a timely manner once we receive a reply. This customer's refund will be issued once the furniture has been picked up.
We consider this issue to be resolved.

Sincerely,
Williams Sonoma, Inc.
Customer Answer
Date: 11/11/2022

Complaint: 18387075

I am rejecting this response because I have been told three time in the past 3 weeks that you have reached out to get this order scheduled for pickup with no follow up and no date in sight for resolution. I want my refund processed immediately. You can take as long as you want to figure out how you want to pick the items up, but not at a cost to me. This has been unbelievably frustrating. I want my refund processed today. This is not a customer problem its on your end and Im tired off suffering for your poor practices.

Sincerely,

***************************
Business Response
Date: 11/17/2022
Williams-Sonoma, **** is in receipt of this customer's complaint. We have reviewed our customer's concerns and have contacted the delivery hub about scheduling a pick-up for the customer's returns. Refunds will be processed after the pick-up is completed.

Sincerely,
Williams-Sonoma, ****
Initial Complaint
Date:11/10/2022
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.
An order was placed online with West elm on Aug 14, 2022 (Order ************). In the store that day, and upon purchase, it said they were both in stock and the delivery date would be Sept 2 to 16. The date came and went and it was updated again to later in Sept. We called and they said it was shipped and would arrive. Date came and went. Again we called and they lied again. And once again - now we're in November. After calling 5 times and being told they were in our city we decided to call AMJ, the shipping company. We called AMJ and they specified that one rug was coming in but the other hadn't shipped yet. So we called West elm again, first they lied and said it shipped, and when I indicated I called AMJ they said AMJ would have a better idea. I called back AMJ and they indicated they could do a split delivery but West elm would have to authorize it. So I called west elm back, they told me I had to go to AMJ to get the delivery and return. When we called west elm AGAIN, they said the rug went to LA and now they can't find it. AMJ has delivered one to us but the other is still missing. West elm won't return it until it gets delivered to our city, then shipped back. At this point it has been over 3 months and they don't know where it is and they are now holding over $3000 hostage and won't issue us a refund for an item THEY lost. I've never experienced customer service so bad in my life. Zero follow-up when they have indicated multiple times they could "issue a ticket to support" and give us a call within 2 business days. I call them every 2 days to check the status and get a different answer each time. We would like a refund of both the rug cost and the shipping as it was $300 and it was never delivered.
Business Response
Date: 11/10/2022
Williams-Sonoma, **** is in receipt of this customer's complaint. As this is an International order, I will forward to leadership to help follow up with our customer.

********************-********************, ****
Initial Complaint
Date:11/10/2022
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.
1. Date of transaction: 10/13/22 2: Amount of money paid: $467.07 3. I placed an order for a rug on the westelm.com website. I was charged for the rug and it wasn't delivered within the delivery timeframe communicated by West Elm at the time the order was placed. The delivery continually is postponed, with notification, and is now in December. I do not trust that the order will be delivered by December, and had I known it would take 10+ weeks to deliver the order, I would not have placed the order.4. Nature of the dispute: I want West Elm to cancel the order and issue me a refund. 5. I've reached out to West Elm a few times and they have not been helpful. They said they would cancel the order, and I would receive a confirmation email of the cancellation, but I have not received the cancellation email or a refund. 6. Order number is ************.
Business Response
Date: 11/10/2022
Williams-Sonoma, **** is in receipt of this customer's complaint. Our customer called or emailed on 11/9 found out that her order was in transit. On 11/10 she proceeded to ask us to cancel the order as we did this and processed a dock return and credit has been already credited back. Our delivery dates are all estimations do not guarantee. The original estimated delivery dates were 10/31-11/14, which has not passed. This order shipped out on 10/27 and was in-route to be close to the original estimated delivery date. Unfortunately we do not have an email confirmation for cancellation that is processed.

Williams-Sonoma, ****

Customer Answer
Date: 11/11/2022
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

*************************************
Initial Complaint
Date:11/10/2022
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 an "open box" item not "eligible for refund" from Pottery Barn. The order was for two chairs. The chairs came damaged beyond repair with wood legs and the chair frame broken in half. In addition, one chair was included in a box marked "quantity 2." I would like an immediate full refund as well as someone to come and dispose of this garbage so that that burden does not fall on me. I would also like Pottery Barn to inspect items before shipping and to stop wasting my time.
Business Response
Date: 11/11/2022
To Whom it may concern,

Williams-Sonoma *** is in receipt of this customer's complaint. We have reviewed the customer's concerns, and have advised that we will be happy to refund their order in full, once the second chair delivery has been completed on 11/11. A *********** will be scheduled as a courtesy.

Sincerely,

Williams-Sonoma, ***
Initial Complaint
Date:11/10/2022
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 vanity from pottery barn. It arrived broken. Their delivery company took it back and they placed an order for another one. It arrived damaged again. They took it back and ordered another other. It arrived broken again. We sent it back and they told us they were going to issue us a refund. I have called customer service and spoken to them 3x where they assured me they were issuing a refund. It has been a month and they owe us $2k and we still haven't received the refund. I will never do business with them again.
Business Response
Date: 11/10/2022
Williams-Sonoma, **** is in receipt of this customer's complaint. We have reached out to the customer to further assist. A full refund in the amount of $1,696.44 has been requested on 11/10 for the return of the ****** Single Console. Please allow 3-5 business days for this request to be approved. We are working towards resolution.

Sincerely,
Williams-Sonoma, ****
Initial Complaint
Date:11/10/2022
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 purchased a table for $******* on August 7th, 2022. Est delivery time was Sept 21-Oct 5/2022 They kept moving out the delivery date to later October. Finally, I rcvd a call from Pottery Barn on Sat, OCT 22nd, 2022 to schedule delivery and they left a voice mail at ***** am. I call back Monday. They said it was still in transit. Said I would receive a call within a couple of days to schedule. NO CALL. I waited a week and a half and called back on 11/2 getting nervous my table would not arrive before Thanksgiving. Then the date changed again to November. On that call they executed a TWISMO or *****. Said I would hear back in 5 days. Guess what? 5 days No call. So I called again 11/9 and stayed on hold for 43 for them to escalate the issue. Said I would see movement with in 48 hours and that I would have my table before Thanksgiving. Today I track it to see movement - it has now been pushed out a 4th time to a December 5 or after delivery. IF a they were ready to schedule my delivery 10/22, what is the problem? Today 11/10/22 Ive been on hold for a supervisor for 20 minutes. Im hanging up. I am so tired of this run around. Theyve had my ******* since Aug 7th and I have no table. I have never had a problem like this with any of the Williams Sonoma brands. If I would have been truthfully advised upon purchase that my table would not be delivered until December or after, I would NEVER have made this purchase.
Business Response
Date: 11/10/2022
Williams-Sonoma, **** is in receipt of this customer's complaint. We have reached out to the customer to further assist. The Toscana Dining Table is currently at our ******* distribution center waiting to be shipped out. We have sent an urgent email requesting they ship out the table as soon as possible. We are working towards resolution.

Sincerely,
Williams-Sonoma, ****
Customer Answer
Date: 11/11/2022

Complaint: 18385942

I am rejecting this response because this is the same information I was given on day 1 of my inquiry on 10/24/22. No urgent email has resulted to date any movement of the table to the delivery facility (I was told *******). Then it would have to leave said delivery carrier to be delivered. I have no confidence in their same response or ability the reason *** filed the complaint to BBB.

Sincerely,

*******************
Business Response
Date: 11/17/2022
Hello ***,

Thank you for reaching out to us via the Better Business Bureau. My name is *****, and I am reaching out on behalf of Williams-Sonoma, **** in response to your complaint with your Pottery Barn Order 322192210589.

I am very sorry you experienced delays with the delivery of your dining table; I can certainly understand your frustration. I have carefully reviewed your order and I see we have great news! The dining table was delivered today 11/17.

If you need further assistance, please feel free to contact me.

Kind regards,
**********;
Pottery Barn
Williams-Sonoma ****
Customer Answer
Date: 11/22/2022
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

*******************
Initial Complaint
Date:11/10/2022
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 ************** for a personalized travel case. On the site, it listed no returns on personalized items. However, I received the item with the wrong personalization and upside down. I contacted the company via telephone and email and they will not offer resolution. I have explained this is the company's mistake to fix and they will not offer a replacement or refund which is unacceptable. When I stated this is outrageous because they made a mistake, they said they cannot do anything.
Business Response
Date: 11/10/2022

Williams Sonoma, Inc. is in receipt of this customer's complaint. We have reviewed the customer's concerns. We have reviewed this customer's order #************ and see that although this was a final sale order, we can review this matter based on the quality concern. A member of our team will reach out to this customer directly.
We consider this issue to be resolved.

Sincerely,
Williams Sonoma, Inc.
Initial Complaint
Date:11/10/2022
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 August 9th 2022 I bought 4 chairs from West Elm. I paid in total $874.62 (4 chairs $718.40, Shipping and Processing: $99.00, Delivery Surcharge: $6.93 and Tax: $50.29).They promised to deliver the chairs between 09/04 and 09/18. But they did not. They excuse was they sold out the chairs and did not have the base.I accepted to wait. They new date was between 09/20 and 10/10. Again they did no deliver the order. They said this time they did not had the seat shells. I said I would wait, because at the time they did not have another option that would feet my decoration and also, I could not by the same type of the chair by the same price somewhere else.They changed the dates once again, this time they called me saying they had a problem at the warehouse.At October 29th, I received the order, and for my surprise, they sent me just the base of the chairs. No seats. Just half of the product.They said this time the seats would take between 4-6 weeks to arrive at the warehouse. This company was very disrespectful. I waited, gave them many chances to deliver the order and did not do it properly. So I requested my money back. I want 100% of I paid, because they did not fufill their commitments. I did not receive my order.They paid me back just $768,69. They supposed to pay me $874.62. They probably are charging me shipping and processing, but it is not my fault they did not deliver all parts of the chairs!I want my $105.93 that are missing back.The right thing they should do is pay me the $105.93 and also compensate me for these 3 months waiting and all the stress I suffered.
Business Response
Date: 11/10/2022
Williams Sonoma, Inc. is in receipt of this customer's complaint. We have reviewed the customer's concerns. We have reviewed this customer's order #************ and see that this customer reached out to our customer service center earlier ********/10/2022). This customer was issued an additional credit for $105.93. This order total was $874.62 and has been fully refunded since a refund of $768.69 was issued 11/9. We are unable to issue refunds greater than the purchase price.
We consider this issue to be resolved.
Sincerely,
Williams Sonoma, Inc.
Initial Complaint
Date:11/09/2022
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.
Date of transaction: 7/16/22 Amount paid: $6,516.51 I purchased a ****** Square Arm Upholstered Right Arm 3-Piece Wedge Sectional, Down Blend Wrapped Cushions, Sunbrella Performance Boss Herringbone Pebble on 7/16/22 and was told the delivery window was 9/16-10/3. The piece was delivered (late) on 10/5 by a 3rd party. I noticed that of the 9 total cushions on the sofa, 4 were damaged (filled with a different material than the rest of the couch). I went into the store at ********** in *******, ** on 10/30 where the sofa was purchased and a manager there, *********, started a QA complaint for me to get this corrected. I was contacted by ****** in their QA department *************************) on 11/2 and asked to email photos to a form email that she sent to me and told that I would hear back in 3 days. I immediately emailed back. I then had not heard so emailed again on 11/6 and again on 11/6. On 11/8 I left ****** two messages as well as emailed **** at the store the sofa was purchased from. On 11/9 ****** called me and asked me to send the photos so I did again. I have not been able to get any information on when this will be corrected. For a sofa purchase that was $6,500 for 44% of it to arrive damaged is unacceptable and to not be able to get any answers about resolution. I would understand if there was 1 cushion that was wrong but this is almost half of the couch. The business is trying to solve the issue, they say. I have not been able to get any real answers for resolution. Order Number: ************
Business Response
Date: 11/10/2022
Williams-Sonoma, *** is in receipt of this customers complaint. We have reviewed the customers concerns. We are currently working with our Quality Team to replace four defective cushions.

Sincerely,
Williams-Sonoma, ***.
Customer Answer
Date: 11/16/2022

Complaint: 18382324

I am rejecting this response because: I have not received replacement cushions to correct the situation. The current ETA to have this fixed is December 27th (assuming that the cushions that are sent are correct). I am still going back and forth daily with numerous people at Pottery Barn.

Sincerely,

***************************
Business Response
Date: 11/16/2022

Williams- Sonoma, *** is in receipt of this customer's complaint. We have reviewed their concerns, and have advised that we will work closely with our vendor partners the best that we can, to ensure a swift and safe delivery. The customer has been offered compensation once the delivery has been completed, and all issues have been resolved.

Sincerely,

Williams- Sonoma, ***
Customer Answer
Date: 11/18/2022

Complaint: 18382324

I am rejecting this response because: I would like to keep this complaint open until this issue has been resolved. My replacement cushions are scheduled to arrive on December 27th. Which in itself is ridiculous that the whole couch took 3 months to arrive and cushion inserts will take 2 months (almost as long a the sectional).

Sincerely,

***************************
Business Response
Date: 11/21/2022
Williams- Sonoma, *** is in receipt of this customer's complaint. We have reviewed their concerns, and have advised that we will work closely with our vendor partners the best that we can, to ensure a swift and safe delivery. The customer has been offered compensation once the delivery has been completed, and all issues have been resolved.

Sincerely,

Williams- Sonoma, ***
Customer Answer
Date: 11/22/2022

Complaint: 18382324

I am rejecting this response because: My issue has still not been resolved. I am waiting on replacement cushions for my sectional. I am told that they will arrive by December 28th. I will not close out this complaint until this has been fxed.

Sincerely,

***************************
Business Response
Date: 11/22/2022
Williams-Sonoma, **** Is in receipt of this customer rejection complaint. We have reviewed the customer concern.

The customer is rejecting just to keep case open. The customer replacement order for her cushions has been placed and the customer is aware of the estimated date of delivery to the warehouse.

We have also reached out to the customer for further assistance regarding the issue being resolved.

Sincerely,

Williams-Sonoma, ****
Customer Answer
Date: 11/25/2022

Complaint: 18382324

I am rejecting this response because: Complaint to remain open until replacement cushions have been received and are correct. Projected delivery is December 27th.

Sincerely,

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

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This business has 1 alert

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Customer Complaints Summary

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