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

• 

  West Elm Store

  411 Park Ave Ste 135 Beachwood, OH 44122-4253

• 

  Pottery Barn

  2000 South Randall Road Algonquin, IL 60102

• 

  Pottery Barn

  Lenox Mall 3393 Peachtree Rd NE Atlanta, GA 30326-1162

• 

  Pottery Barn

  300 Summit Blvd Suite 100 Birmingham, AL 35243

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:09/12/2022

  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.

  Have placed two orders for beds. First I was back in July, and was told they were in stock and would be delivered first part of October. Following up on the order by phone, was told to cancel and rebook/purchase online as they showed we in stock and would be delivered sept 15 to 19. Then I receive a notice saying delayed till December. This is miss leading with Pottery Barn. I have tried calling but all I get is put on hold. One call was on bled over two (two) hours. Five months to get something is not acceptable and there for a courtesy discount should apply would greatly appreciated. How are you going to stay in business?

  Business Response

  Date: 09/14/2022

  Williams-Sonoma, **** is in receipt of the customer's complaint.  We have offered him a 15% discount on his new order for the two (2) Beds.  We will wait to hear from him with this order number.
  
  Sincerely,
  Williams-Sonoma, ****

  Customer Answer

  Date: 09/14/2022

  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:09/11/2022

  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 problem with West Elm is that they have poor customer service; provide dates without integrity meaning that they do not check logistical or supply chain information. The agents just give delivery dates willy-nilly. Calls are not returned when promised. It almost feels like a scam because they sell items that they don't have in inventory. They're always on backorder; never in stock. I absolutely do want my furniture, but I'm demanding a price adjustment!!! Original order placed 2/12/2022 (order #************) Silhouette Dining Table Marble Oval 60, antique brass - Cost $2199.00,Shipping $395.00,Total $2594.00 Delivery was received 4/2 Delivery team brought in the table base but the marble table top had a crack across the width.They took the table top back and reordered a new one. I was advised by West Elm that I would receive the replacement on 4/28. (Replacement tabletop order #************)-4/14 Spoke to cust service and was given erroneous info. I was told the table was no longer available. She researched this and corrected herself. Gave me a new delivery timeframe of 4/28-5/18.-Called another time in between and was provided new dates 5/23-6/10 -6/7 - Called cust svc and was told she would research the issue and call me back on 6/14. She never did!-7/11 - **** svc told me to expect the delivery company to call around 7/22. No call received.-7/27 - **** svc told me to expect a call from del company around 8/12 -8/14 - **** rep told me the furniture was ready for delivery and had been since 8/3. I called the warehouse. This Info was incorrect; my table was not there.9/8 Checked the order tracking tool on the West Elm site and it showed "ready for delivery". I called them and was initially given the wrong number for the delivery firm (Fidelitone). I called West Elm back later and was provided with the correct number. I finally reached Fidelitone and was told that they do not have my table! -I want my table and a price adjustment.

  Business Response

  Date: 09/12/2022

  Williams-Sonoma, **** is in receipt of this customers complaint. We have reviewed the customers concerns and have reached out to our customer to further assist. We have a second replacement order in place that has shipped, and is currently in transit, with an ETA of arrival at our delivery hub of 9/27/22. We will continue to follow and provide support for this order until delivery, and upon delivery we can offer a discount off the order. 

  Sincerely,
  Williams-Sonoma, ****
  

  
  

• Initial Complaint

  Date:09/11/2022

  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.

  I placed an order with West Elm in May of 2022. The initial proposed delivery was for August. Theyve since rescheduled four times with the latest delivery proposed for September 30th. Ive made numerous calls and each time they say its completed and in the warehouse for delivery. Complete run around.

  Business Response

  Date: 09/11/2022

  Williams Sonoma, Inc. is in receipt of this customer's complaint. We have reviewed the customer's concerns. We have reviewed the customer's order # ************ and see that this customer has a delivery for the Auburn Chairs scheduled for 9/30/2022. As requested, the chairs have been returned and a full refund has been issued. A member of our team will follow up with this customer by email. We consider this issue to be resolved.
  Sincerely,
  Williams Sonoma, Inc.

• Initial Complaint

  Date:09/11/2022

  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.

  This is regarding a sleeper sofa I ordered from West Elm, a Williams Sonoma subsidiary, with the original order #************, replacement order #************. The couch was ordered on 7/9/2022. Half of it was delivered on 8/16/2022. The chaise lounge section arrived, however, the sleeper sofa section was missing from the delivery. I called West Elm the same day to ask about the missing sleeper section. After a total time of 4 hours on the phone, I was essentially told that ***** (the shipping company) has it in their warehouse and will call me within 2 days to schedule shipping of it. I never received any scheduling call from ***** as ***** informed me that they do not have the missing sleeper in their warehouse. I called West Elm again on 8/22/2022 and after another several hours on the phone, they deemed the missing sleeper missing and they issued a new replacement order for the sofa. On 9/6/2022, I received an email from West Elm that the replacement sofa was on backorder. On 9/7/2022, I emailed West Elm asking for a full refund of the Sleeper Sofa (shipping and tax included) and the order to be cancelled. About 12 hours later, I received an email back from West Elm (*******), stating that the remaining sleeper is scheduled to be delivered on 9/9/2022 and that she also cancelled the replacement order (#************). Sept. 9th came and ***** called me an hour before my scheduled appointment window to let me know that they do not have the sleeper sofa in their warehouse. On 9/9/2022 I emailed West Elm and ******* back asking for a full refund of my original order as it has not arrived and is still missing. Every time I call or email West Elm I am told a different thing. Seems they do not want to admit that the sofa is in fact lost. At this point, West Elm has gladly accepted my payment of $3,886.40 for the item (including shipping, delivery, tax) and I would like all of my money back and the order to be cancelled.

  Business Response

  Date: 09/11/2022

  Williams-Sonoma, **** is in receipt of this customers complaint. We have reviewed the customers concerns and have reached out to our customer to further assist. We have cancelled the replacement order and are issuing a full refund for the sectional. 

  
  
  Sincerely, 
  
  Williams-Sonoma, ****

• Initial Complaint

  Date:09/10/2022

  Type:Billing 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 and dresser from Pottery Barn Kids on 28-MAY-2022. From what was advertised on their website as the delivery date to the delivery date on my email confirmation of purchase, the delivery dates had already changed by two weeks. I decided two extra weeks was worth it and did not cancel my order. The bed was due no later than 13-JUL-2022 and the dresser no later than 29-JUN-2022. Once July 13th passed I have called Pottery Barn customer service numerous times to see where my order was. First I was continuously transferred to the depot who kept telling me they couldn't help me i had to contact Pottery Barn.I then asked to speak with a supervisor and I was told the bed was at the depot but could not be delivered until the dresser was there; they "don't do split shipments when the other product is due within 4 weeks." Four weeks long passed. I asked to speak to a supervisor and ******** told me I would have my products scheduled to ship no later than August 14th. Again that deadline passed. I finally got a call from the depot to schedule a deliver but they said they only had the bed, which contradicts what ******** said. The bed arrived August 19th, a month late and no dresser. I called corporate and I am getting the same run around. The dresser has now been shipped to the wrong depot and they are working to see if a replacement in ** is suitable to ship to me. ****** at corporate said she was checking a week ago and no update. I've spent over 10 hours on the phone with this company trying to get a product I paid for on May 28th and was owed at the latest July 13th. I just want my dresser for my little girl Order Number: ************

  Business Response

  Date: 09/10/2022

  Williams-Sonoma, **** is in receipt of this customer's ******************** complaint. Our corporate customer relations team has contacted our customer and will provide further assistance. We are committed to resolving this to our customer's satisfaction. 
  
  
  Sincerely, 
  
  
  Williams-Sonoma, ****

  Customer Answer

  Date: 09/11/2022

   
  Complaint: 18008027
  
  I am rejecting this response because:
  
  Complaint: 18008027
  
  I am rejecting this response because: I have not received a call from the company since the complaint was placed. I received an automated email last night at 11:29pm EST asking how my experience was with *****, whom I've never spoke with or received a call from or missed call from. 
  
  Sincerely,
  
  ****** Williams
  Sincerely,
  
  ****** Williams

  Business Response

  Date: 09/20/2022

  Williams-Sonoma, **** is in receipt of this customer's complaint. We have reviewed the customers concerns and have reviewed that the customer is being assisted by our Corporate Customer ******************** who has been in contact with customer to further help resolve order issues. Sincerely, Williams-Sonoma, ****

• Initial Complaint

  Date:09/09/2022

  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.

  My wife and I ordered an outdoor dining table from Pottery Barn in ********** ** in April of 2022 with an original delivery estimate of mid to late June. My credit card was charged $2559.56 for this item in May of 2022. As of today, September 9 2022, the correct item has still not been delivered. At this point, I consider this fraudulent activity by the company and have no indication that I will ever receive the item that I paid for. I am seeking a) immediate delivery of the item b) financial compensation from the company.I have received both misinformation and extremely poor customer service when trying to work directly with the company, so this is the only recourse I have left. The sequence of events are as follows:- Original order on April 18, 2022 (Order #: ************). Estimated delivery of table Jun 14 - June 28 - Credit card was charged $2559.56 for this item on May 2, 2022 - Incorrect table delivered on June 14 (improper size). The company took the item back on this date, and forced me to resubmit a brand new order (no refund) - New order for the original, correct table was created on June 14, 2022. Estimated delivery provided was July 8 - July 28 - No proactive communication from company on July 28, delivery timeframe on the web portal was delayed to July 28-August 17 - No proactive communication from company on August 17, delivery timeframe on web portal delayed again to August 22-September 9 - As of September 9, table has still not arrived and company has indicated that they need to do a "dock search" to locate the item. Throughout this period, I've talked to multiple members of customer support, including supervisors, who have not given me accurate information, have not followed up on their commitment to locate the item, and continue to insist on waiting more and more time. They also refuse to discuss or provide any financial compensation until after the item has been delivered, which there is no indication that will happen.Thank you.

  Business Response

  Date: 09/10/2022

  Williams-Sonoma, **** is in receipt of this customer's ******************** complaint. Our corporate customer relations team has contacted our customer and will provide further assistance to resolve their concerns. 
  
  
  Sincerely, 
  
  
  Williams-Sonoma, ****
  
  
  

• Initial Complaint

  Date:09/09/2022

  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 a media console on 4/24/2022 from West Elm. On 5/10/2022 West Elm delivered a broken piece of furniture. The delivery men refused to take it back, they insisted that I had to report the issue to West Elm and have a furniture medic come fix it. About a month later the furniture medic came and said they couldnt fix the furniture. West Elm said they would replace the item. Ive written many emails trying to get West Elm to replace the broken media console. Its been almost 6 months since I ordered the console and West Elm has not provided the replacement and has stopped responding to my emails. I want a replacement console and a partial refund for my time and frustration, plus the refunded delivery fee.

  Business Response

  Date: 09/10/2022

  Williams-Sonoma, **** is in receipt of this customer's ******************** complaint. The replacement order, 321810991307 is estimated for 10/14. We have contacted our customer to provide additional assistance. 
  
  
  Sincerely, 
  
  
  Williams-Sonoma, ****
  
  

  Customer Answer

  Date: 09/13/2022

   
  Complaint: 18005551
  
  I am rejecting this response because: This is a continuation of the runaround Ive been dealing with for 6 months. I am requesting immediate action toward a resolution. If the furniture is truly back ordered, then perhaps a show of good faith is in order. This could be in the form of a refund for the shipping charges. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 09/16/2022

  Williams-Sonoma, *** is in receipt of this customers complaint. We have reviewed the customers concerns. A shipping refund has been processed as requested. We consider this issue to be resolved.
  
  Sincerely,
  Williams-Sonoma, ***.
  
  

  Customer Answer

  Date: 09/21/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this temporary resolution is satisfactory for now. I will consider this complaint truly resolved when I receive the replacement item. I expect West Elm to deliver the replacement item by 10/14 as stated in their previous response. 

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

• Initial Complaint

  Date:09/09/2022

  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.

  I placed an order on 8/24 which was for some reason cancelled by Williams Sonoma. I paid for this order via a gift card and PayPal. The gift card was discarded and I did not find out that Williams Sonoma cancelled my order until nearly a week later when I inquired to when it would be shipped. I was told by customer service twice that a gift card for the same amount had been sent out to my home address. After 10 business days it still had not arrived. I called for a third time and was told the gift card would be emailed to me. The gift card never arrived. I called a fourth time and the representative I spoke with told me that they emailed the gift card again. I still have yet to receive the gift card. I just want the money that Williams Sonoma took from me and never returned!

  Business Response

  Date: 09/10/2022

  Williams-Sonoma, **** is in receipt of this customer's complaint.  I show that members of leadership are working on this order to get a digital merchandise card sent to our customer. 
  This process just begun and can take 5-7 business days to be resolved. 
  
  
  Williams-Sonoma, ****
  
  

• Initial Complaint

  Date:09/09/2022

  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.

  - On April 30th, 2022 I placed an order online with West Elm (Order: ************)- In my order, benches were set to be delivered between June 23 - July 7th - Received order confirmation that benches would arrive June 3rd - The morning of June 3rd I received phone call telling me that the truck left the warehouse but somehow didn't have the benches in it for my delivery; told to call customer service - ******* from shipping scheduling says is will, instead, be delivered on Thursday the 16th - Received confirmation of scheduled delivery for Thursday, June 16th between ****pm - That delivery window came and went and no sign of delivery - That day I called West Elm to inquire and customer service rep patched me to "delivery truck company" (it just looped me back to main menu); didn't catch that rep's name but she was from Oklahoma - Looped back around to scheduling department and spoke with ****; he tried to do the same process as original (just reschedule delivery) but I refused since that process didn't do anything before - He then told me 2 entire new benches would be delivered within 2 weeks and that I was to look out for confirmation email as a new order - Received new order confirmation with delivery date between June 19th - July 7th - July 7th came and I checked back online and it now said my order would come July 23rd - July 23rd came with no update on delivery - I checked on my order again online and it says order will be delivered February 2nd, **** - I messaged West Elm on their socials and a rep responded once saying they'd love to help, but after explaining my issues, they never responded I want a full refund of my order in the amount of $4,782.98

  Business Response

  Date: 09/09/2022

  Williams-Sonoma, **** is in receipt of this customer's ******************** complaint. We show the replacement is estimated for, 9/14. We have contacted our customer to provide further assistance. 
  
  
  Sincerely,
  
  
  Williams-Sonoma, ****

  Customer Answer

  Date: 09/11/2022

  Unfortunately West Elm's response is not satisfactory. I have been given delivery due dates multiple times in the past with no actual delivery as a result. My trust in their business has been irreversibly destroyed after being placated, lied to, and promised things that never amounted to anything real. I am not willing to take a chance on this being another promise of a "due date" that will more than likely not come to fruition. I stand by my original request that a full refund in the amount of $4,782.98 be given for my time, effort, and emotional turmoil in trying to obtain an order I placed almost five months ago. 

  Business Response

  Date: 09/14/2022

  Williams-Sonoma, **** is in receipt of this customers complaint. We have reviewed the customers concerns and have reached out to our customer to further assist. We are requesting a cancellation of the replacement order and have asked the customer to confirm they would like to return the entire order, they will be fully refunded upon return of the items. 

  
  Sincerely, 
  Williams-Sonoma, ****

  Customer Answer

  Date: 09/15/2022

  As I have indicated before, I do not think that simply cancelling the order is doing enough to apologize and make up for the last five months of attempting to work with Williams Sonoma in obtaining goods I paid for. I am seeking a full refund on my entire order in the amount of $4,782.98. I do not wish to give back any of the items I've already received, as that would only add insult to injury through this entire process. Williams and Sonoma continues to email me directly through my person email address (after ignoring me multiple times and only taking it seriously now that BBB is involved), which I consider harassment. Out of a matter of principle, I see a full refund without returns as the only acceptable resolution to this situation. 

  Business Response

  Date: 09/16/2022

  Williams-Sonoma, **** is in receipt of this customer's complaint. We have reviewed the customer's concerns and have reached out to our customer to assist further.
  We are not able to issue a full refund without the return of the items. If he would like to keep the items we can offer a discount to keep as is. If he chooses to accept an offer of compensation it will render the order as final sale and items unable to be returned, replaced, or considered for further compensation later.   
  Sincerely,
  
  Williams-Sonoma, ****

  Customer Answer

  Date: 09/17/2022

  I accept the full refund for the benches that never arrived, as well as the 10% merchandise credit. 

  ****

• Initial Complaint

  Date:09/09/2022

  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.

  I'm writing requesting an update on the status of my refund for order number ************. The timeline of my calls on this matter is below. I have returned the merchandise and West Elm has yet to refund me.7/27: I Called West Elm to establish a returnorder and refund. I spoke with a customer service rep who identified herself as a member of the leadership team. She created return order number W228319289 and informed me that I would usually have to wait for thesofa to be returnedbefore a refund would be released.However, due the nature of my order she said she had the authority to override that and that I was to be refunded within 3-5 business days.8/8: Sofa is picked up by local West Elm partner. 8/10: I called West Elm to understand the status of the refund. I'm informed that there was a note to hold the refund until the merchandise was picked up. The customer service rep ******* the record with the pick up date, speaks with a supervisorand I'm told yet again that the refund to my bank will take 3-5 business days.8/17: I called West Elm to understand the status of the refund. **************** rep informed me that all prior customer service reps messed up. She calls an escalation number and reaches out to a supervisor. After many minutes she concludes that the supervisor has corrected the issues and I should have a refund in 3-5 business days.8/18: I received two emails from West Elm for e-merchandise cards that are close to, but not the total monetary amount to be refunded.8/19: I called West Elm requesting that they cancel the e-merchandise cards and return the money to my bank. She indicates that the request to cancel the cards has been put in and that I should see the money refunded in 3-5 business days.8/26: I reached out via email to customer service hoping that would better resolve the issue.8/31: received a call from West Elm requesting my CC details to issue the refund.No refund has been issued as of 9/9/2022.

  Business Response

  Date: 09/10/2022

  Williams-Sonoma, *** is in receipt of this customers complaint. We have reviewed the customers concerns. We are currently working toward resolution with this customer.