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

  3393 Peachtree Road NE Suite 2046A Atlanta, GA 30326

• 

  Williams-sonoma Store 284

  70 Village Sq Baltimore, MD 21210-1610

• 

  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:09/05/2022

  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.

  Order ##************ In July I was told that my couch and chair were at the distribution center and the ottoman would be there in a few days. I was going out of town so we scheduled the delivery for all 3 items on 8/12. I had to work From home that day and I delivered my old couch to make room for the new one. My drivers were running late and they marked my delivery as complete before even arriving at my house. They get there and tell me they only have the chair. When I asked if they could do anything the driver looked at me like I was stupid and said no, there was no one he could call. After almost an hour on the phone I was told I would be called back Monday with someone telling me what happened. No one called me. I then called Monday and was told my items were at the warehouse someone would call me to schedule the delivery the next day. The next day no one called me, so I called again and they said they dont know where the items were but someone will call me within 3 days. No one called me again, but when I called they said they found the items and we scheduled a delivery. The night before I was told they dont have the ottoman. After my couch came I called to find out about the ottoman, I was told she sent an email to the distribution center and I would hear back within a week. Shockingly, no call back. After an hour on the phone I was told its still in transit but they dont know where, but it should be there in 2 weeks. I feel like I am being pushed around and delayed and no one knows where the ottoman is. I keep being told they would discuss compensation for my troubles but they wont until all my items come, yet my ottoman is never coming so they wont discuss with me. I am very disappointed because I never get called back when I am told I will be and no one can tell me where my item is.

  Business Response

  Date: 09/06/2022

  Williams-Sonoma, **** is in receipt of this customer's complaint. We have reviewed the customers concerns and have contacted customer to advise we have reached out to the delivery hub to verify arrival of ottoman along with discussing compensation once order has been delivered. Sincerely, Williams-Sonoma, ****

  Customer Answer

  Date: 09/06/2022

   
  Complaint: 17921033
  
  I am rejecting this response because:

  This response is completely unhelpful and upsetting. The response was to email the delivery hub to confirm if they have gotten the ottoman. On 8/26 a representative sent the same email and never heard back. My complaint will not be resolved until someone can actually tell me where the ottoman is. Simply sending an email is not sufficient especially because there is a history of no response. 

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

  Business Response

  Date: 09/13/2022

  Williams-Sonoma, **** is in receipt of this customers rejection. We have reviewed the customers concerns and have reached out to our customer to further assist. The item in question has been received by our delivery hub as of 9/10/22, and we are reaching out to get this scheduled. Once delivered, we can offer a discount on the order due to the delays and issues experienced. 

  Sincerely,
  Williams-Sonoma, ****
  

  
  

• Initial Complaint

  Date:09/04/2022

  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 placed an order on June 18 at west elm, order number is ************.the order includes a ***** display 48'' coffee table. it says in stock and ready to ship when I first purchase it and now is already September 4, have not received anything.the online tracking constantly displays false information on the expected delivery date which's been pushed back numerous times. i tried to call the customer Service and the staff refuse to do either price match (price has dropped significantly since my purchase) or let me return the item (despite the product has NOT been shipped out yet!). what makes the matter worse is that, the online tracking immediately shows a "delivered" status right after the call when I have not received anything. I called again, they acknowledged its an error on their end and promised will send a notification email to me to resolve this matter, which I have never received to this moment. The online tracking now still shows the "delivered" status...

  Business Response

  Date: 09/04/2022

  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 not received their Marcio Display Table. We can offer to cancel this item for a full refund or continue with the order. A member of our team will follow up with the customer directly. We consider this issue to be resolved.
  
  Sincerely,
  Williams Sonoma, Inc.

  Customer Answer

  Date: 09/08/2022

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, do not know why I need to file a complaint to cancel my order which is not even shipped out yet but still, since its been cancelled, I find this resolution is satisfactory to me. Won't buy anything from all ******* Sonoma shop.
  
  Sincerely,
  
  ***********

• Initial Complaint

  Date:09/03/2022

  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.

  Placed order for $4,000 worth of furniture August 6, 2022. Delivery dates were identified as August 18-September 1. Pottery Barn charged me for the full amount of the order August 6. August 18 I called Pottery Barn because I had received no information regarding delivery and the only information available to me indicated the order had been placed. I was told the items were in the warehouse but could not be shipped to the distribution center because it was full. I also submitted an on-line inquiry the same day. I received a follow up email that the items would be delivered per the window identified. September 2 I looked up the order and the delivery dates changed to September 19-Oct 7 with no explanation and no change in status of the order. I called again to obtain information (required 2 calls) and was told there was no further information on the order. September 3 I called to cancel the order and upon attempting to cancel was told it had been cleared to go to the distribution center and because I had been fully charged it would take ***** hours to issue a cancellation confirmation and that I would not receive a full refund for 5-7 days. My issue is that I was fully charged at the onset of the order, Pottery Barn misrepresented the lead times and upon inquiry consistently provided false and misleading information on the status of the order. Only upon wanting to cancel and receive a refund was any progress on the order provided. I just want my order canceled and a full credit to be issued timely. I would also like to warn others about their misleading tactics.

  Business Response

  Date: 09/04/2022

  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. This order has been cancelled and the customer has been fully refunded, $4,193.36 back to their credit card. 

  
  
  Sincerely, 
  
  Williams-Sonoma, ****

• Initial Complaint

  Date:09/03/2022

  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 bought a ceiling fan. Two boxes were delivered on July 8. I was charged approximately $500 for the cost of the fan. When I was able to get an electrician to hang the fan on 9/2 he informed me that the boxes contained two separate lengths of fan blade but no motor. One box with the longer fan blades were completely unrelated to my order. I called west elm so that they could send me what I ordered and was charged for. They said they would not send me my correct order that I was already charged for until I shipped back the box of fan blades that were sent by mistake. I believe this is unacceptable. They should initiate the new order for which I paid rather than hold my stuff hostage until I corrected their mistake. I was told I had to take their mistake shipped blades back to *** to send to them. After they received their mistake they would then issue my corrected order.

  Business Response

  Date: 09/04/2022

  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. 
  Sincerely,
  Williams-Sonoma, **** 

• Initial Complaint

  Date:09/03/2022

  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 the Haven sectional from WE on 4/10/22. For months there was no tracking information on the website. After several calls I was able to schedule delivery and it arrived on 7/22/22. Unfortunately it was mismatched. I kept the piece that came in the color that I ordered thinking it was a simple fix. It was not. Evidently the vendor mislabeled the order so the only way to resolve the issue was to order another sofa w/a November delivery date. The original order was canceled, pick up scheduled w/full refund to be issued on completion. Another couch that was in stock ready to ship was ordered. 2 weeks later no refund, interest charges were assessed and a credit utilization increase shows up on my credit report impacting my FICO score. All after I called on multiple times and was assured the refund was in progress what they didnt say was a $ amount wasnt included in the notes which resulted in a delay. That was finally resolved but 2 months later I still have no couch. It would seem that in stock and ready to be shipped (1-5 week delivery) means it can get to you whenever they decide. No movement was reflected in my new order until 2.5 weeks into my original estimated delivery window (8/4-8/24) and I should be expecting a call to schedule delivery around 9/10 even though it left the Georgia warehouse 8/15. Im beyond disgusted and disappointed with the subpar nonchalant level of customer service I received from this high quality organization.

  Business Response

  Date: 09/04/2022

  Williams-Sonoma, **** is in receipt of this customer's complaint. We have reviewed the customers concerns and have contacted customer to advise we will monitor the order's arrival to the delivery hub to assist with scheduling as quickly as possible and provided compensation after delivery is completed. Sincerely, Williams-Sonoma, ****

• Initial Complaint

  Date:09/02/2022

  Type:Customer Service 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 4 pieces of furniture from West Elm in July. All 4 pieces were supposed to be delivered by mid August. Because the information was never updated, I reached out. On August 29, ****** said she needed to do more investigation and would follow up within 48 hours. I never heard back. I reached and spoke with ***** who said there was no update from ****** and that ****** was not responding to her message. She said I would need to wait an additional 5 days. ***** said I would need to call and speak with one. I spoke with ******* who said she would reach out to the company and call me back. I missed her call but she left a voicemail saying to call for an update. I reached back and the agent refused to give her name so I asked for a supervisor. She instead transferred me to furniture scheduling. Furniture scheduling said I would need to be transferred back. I explained my issued multiple times to ******. ****** could not understand my issue even though I explained it multiple times including why I was calling back and who I talked with the multiple times I've had to reach out. He sat on the line, telling me I could terminate the call, that I could shop elsewhere, etc. In fact, he sat on the other line for nearly 20 minutes before terminating the call. I am now on hold once again. I am tired of the lack of accountability from West Elm and its associates. I stopped shopping here about 8 years ago because of similar issues and now I remember why. At this point, I would like a refund for the missing item and to cancel the items that still haven't shipped out.

  Business Response

  Date: 09/03/2022

  Williams-Sonoma, **** is in receipt of this customer's complaint. We have reviewed the customers concerns and have reviewed that customer has had items cancelled from order on 09/02. Sincerely, Williams-Sonoma, ****

  Customer Answer

  Date: 09/03/2022

   
  Complaint: 17901437
  
  I am rejecting this response because: Seller does not address the missing coffee table or why the supervisor named ******* did not call back as she said she would after contacting the shipping company. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 09/12/2022

  Williams-Sonoma, **** Is in receipt of this customer rejection complaint. We have reviewed the customer concern.  
  
  The customer issue has been resolved and the customer has been fully refunded.  
  
  We have also reached out to the customer to further apologize for any frustrations we have caused.  
  
  Sincerely,  
  
  Williams-Sonoma, ****  

  Customer Answer

  Date: 09/15/2022

   
  Complaint: 17901437
  
  I am rejecting this response because: Seller does not address the missing coffee table or why the supervisor named ******* did not call back as she said she would after contacting the shipping company. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:09/02/2022

  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.

  On July 29, 2022, I purchased West Elm's Industrial Modular System; 2 open+closed 17" storage, 1 33" storage, 1 49" desk, 1 33" bookshelf & 1 49" media console in addition to a desk lamp for exclusive use on the desk & a kitchen counter organizer. The amount paid was $7,609.39. Order No. ************ West Elm promised to deliver each individual component of the 6 separate modular systems for a total of ************************************************************* my apartment. West Elm scheduled delivery on 3 different occasions, the first on June 1, 2022, which was not accepted because the 49" desk consisting of 3 components was not included in the delivery. The 2nd delivery was on July 27, 2022. All units were assembled at the ************* *** and could not fit in the apartment. With the exception of the media console, everything was returned. The 3rd delivery was scheduled for August 26, 2022. Although written confirmation was received that the system would be assembled in my apartment, again, all units were assembled at the *** and could not fit in my apartment. West Elm was also advised that the media console required adjustment. Emails documenting the ongoing problem and effects on my personal and professional lives was sent to *********************, President of West Elm and *********************, ********** *** and Director of Williams-Sonoma, the parent company. Neither individual responded and made any effort to satisfactorily resolve the issues.

  Business Response

  Date: 09/03/2022

  Williams-Sonoma, **** is in receipt of this customer's ******************** complaint. We will contact our customer to provide some resolution options to assist. 
  
  
  Sincerely, 
  
  
  Williams-Sonoma, ****
  
  
  

  Customer Answer

  Date: 09/04/2022

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

  Customer Answer

  Date: 09/07/2022

  On September 4, 2022, I received an inquiry stating that the business of which I filed a complaint notified the BBB that it was interested in resolving the complaint. My response was that I accepted the business response to resolve the complaint. 
  
  The business has yet to contact me to resolve the complaint. The BBB, however, states in its response to me that it verified that the complaint was satisfactorily resolved and closed the case. 
  
  The case is not resolved. Your failure to insure resolution leaves me no other alternative than to begin litigation. 
  

  Business Response

  Date: 09/07/2022

  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 contacted the customer by email on 9/3 and again today to the email address on their order. We have offered to either cancel and refund the order, or attempt to deliver again and offered compensation after delivery. 

  
  Sincerely, 
  Williams-Sonoma, ****

  Customer Answer

  Date: 09/07/2022

   
  Complaint: 17901216
  
  I am rejecting this response because: I am not in receipt of any email concerning satisfactory resolution of my complaint. It is claimed that an email was sent on 9/3 and again today. Neither email was received. My email address is *****************.
  
  Sincerely,
  
  ****************************************

  Business Response

  Date: 09/09/2022

  Williams-Sonoma, **** is in receipt of this customers rejection. We have reviewed the customers concerns and have reached out to our customer to further assist. We have sent emails to the email address on file with the order, and have suggested the customer check their spam folder if they have not received these emails. We are currently working with our delivery hub to get more information on this order, as multiple items are now showing as returned, and we need to know if a refund should be issued, or replacements, or if we can have the originals delivered. We also are waiting on clarification from the customer on exactly which items they have in the home, and which they do not.

  Sincerely,

  Williams-Sonoma, ****
  

  
  

  Customer Answer

  Date: 09/13/2022

   
  Complaint: 17901216
  
  I am rejecting this response because: I have checked spam and do not find any communications from the business. I would be most willing to accept delivery of my order providing that the delivery is assembled in my apartment, the media console that is in my possession is satisfactorily repaired or replaced and that Williams-Sonoma provides me with a contact person, their private business telephone number and business email address. Understandably, I should not be placed in the continued situation of calling customer services and waiting for someone to answer who has no understanding of the situation or ability to assist. Given that there is a lack of trust and I continue not to receive emails, I am providing my business email address ******************** and ask that a copy of all emails be sent to my husband at ******************* It is understood that if I am able to accept the response, once the furniture is satisfactorily delivered and assembled, Willliams-Sonoma will provide financial compensation for the stress and anxiety I experience, as well as the inability to adequately work and the unprofessional manner in which I have been treated. I request the contact information of the person who will handle this.
  
  Sincerely,
  
  ****************************************

  Business Response

  Date: 09/16/2022

  Williams-Sonoma, **** is in receipt of this customer's rejection. We have reviewed our customers concerns and have thus far sent 3 emails to the email address provided in the BBB complaint.
  I have sent a new email at the customers request to the two email addresses provided, containing a copy of all previous correspondence.
  We will not be providing personal information as it is against policy, amongst other reasons.
  In a previous email the customer was already provided one of our teams work email as well.
  We will continue to attempt to reach a resolution with our customer. 
  
  Sincerely,
  
  ********************-********************, ****

  Customer Answer

  Date: 09/17/2022

   
  Complaint: 17901216
  
  I am rejecting this response because:the business and I are communicating by email in attempts to mutually agree on a satisfactory resolution to my complaint. The business acknowledged that they were communicating through an incorrect email address. As of our most recent email communication there still appears to be unresolved issues 
  
  Sincerely,
  
  ****************************************

  Business Response

  Date: 09/19/2022

  Williams-Sonoma, **** is in receipt of this customer's rejection. We have reviewed our customers concerns and have taken ownership of customer concerns for a timely resolution.  
  
  We have also reached out to the customer for further assistance regarding the issue being resolved.  
  
  Sincerely,   
  
  Williams-Sonoma, ****   

  Customer Answer

  Date: 09/20/2022

   
  Complaint: 17901216
  
  I am rejecting this response because:the outstanding issues or issues that require resolution were communicated to the business via email on September 17th. To date, I have not received a response from the person with whom I have been corresponding. Earlier today, I sent an email to my contact person asking for an update. 
  

  as an aside, yesterday I received an email from someone who alleges that she reviewed my case and inferred that it was settled. Although she did not provide an email address, I responded to the West Elm customer service copying my contact person informing that there is not any resolution as there are outstanding issues. The reply to me was an automatic reply saying that customer service was very busy and could not reply. As of 3:13pm today, there wasnt any response. 

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

• Initial Complaint

  Date:09/02/2022

  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 made a order with two beds from west elm, the beds were supposed to be delivered and assembled through their white glove delivery service. However, on August 26, the drivers dropped off the packages of the beds to our house without assembly. They said they could come back in two business days for the assembly. But after wasting hours talking to west elm customer service agents, the assembly is still not scheduled. My family is deeply bothered by this incomplete delivery. 1. We've disassembled our beds for the delivery, and have been sleeping on the mattress on the floor only since the failed delivery; 2. the huge packages are taking a lot of space around the house, creating inconvenience and increased risk of bumping and falling. Now the order is marked as delivered and we still can't sleep in the beds.Order number: ************ Total paid: $1,958.45

  Business Response

  Date: 09/02/2022

  Williams-Sonoma, **** is in receipt of this customer's complaint.  I have investigated this order and found our customer's order has been processed as doorstep drop off.  I have partnered with leadership to get this re-scheduled as soon as possible for assembly.  We will follow up with our customer to advise.  
  
  
  Williams-Sonoma, ****

• Initial Complaint

  Date:09/02/2022

  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.

  We recently moved into our new house and were excited to buy some new furniture. We placed an order at WestElm for a Dining Table, 4 chairs and 1 bench carrying the following details:Order Number: ************ Order Date: July 04, 2022 Amount Paid# $3,357.20 At the time of placing the order, we were told that all the items are in-stock and hence we should expect delivery within 2 weeks. Once the 2 weeks were over and no further updates were shared with us and online order status showed new delivery dates to be further out by another 2 weeks, we decided to call WestElm to confirm the same. To our surprise the WestElm customer support was quite unfriendly and had not much clue on the current state of order and when can we expect them to be delivered. We called them multiple times between 17th July till 4th Aug but didn't get any satisfactory response. Then we asked them to cancel the order and to our surprise we were initially told that we can't even cancel the order until the order was ready to ship. Only after our continuous insistence over 2-3 calls they agreed to cancel the order. After a week, we again checked for the order status and refund and found that only a partial refund of $2154.47 was credited to our account. Our follow up since then has been in vain with customer support having no clue about the order state and when and how the rest of the amount $1200 will be refunded :-( This has been one of the worst experiences we have had with a brand of such repute and looking forward to a resolution through BBB.

  Business Response

  Date: 09/02/2022

  Williams-Sonoma, **** is in receipt of this customer's complaint. We have reviewed the customers concerns and have reached out to our customer. We confirmed with our customer that the remaining credits have been issued today in the amount of $1,145.93 for a refund in full on this order. 
  
  Sincerely,
  
  Williams-Sonoma, ****
  
  

• Initial Complaint

  Date:09/01/2022

  Type:Customer Service 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 sofa on 6/23/22 from West Elm. Estimated delivery date was 6/30-7/14/22. Item was "in stock". Each day I checked the graph on West Elm's web site and saw NO progress was being made, i.e. (preparing for shipping) setting delivery date. I went on their chat line 3-4 times and learned nothing re why not delivering. I contacted them to cancel this order and was told "you cannot cancel order". My credit card reversed the charge for me and I am still being harassed to "pay order" and I cannot order from Pottery Barn until I do. I have previously ordered thousands of dollars from Pottery Barn in the past. PLEASE HELP ME.

  Business Response

  Date: 09/02/2022

  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. ****************** would need to reach out to the chargeback team at ************ to clear this up. 
  Sincerely,
  Williams-Sonoma, **** 

  Customer Answer

  Date: 09/03/2022

   
  Complaint: 17813249
  
  I am rejecting this response because:   There is no indication that I already spoke to the other department last night; while they verbalized to me that they would clear my invoice and let me resume using Pottery Barn, there is nothing documented.  I would appreciate them sending me an email indicating such.  
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 09/09/2022

  Williams-Sonoma, **** is in receipt of this customer's ******************** rejection. We have acknowledged that the chargeback issue has been resolved on this order. We consider this matter to be resolved.
  
  
  Sincerely, 
  
  
  Williams-Sonoma, ****
  
  
  

  Customer Answer

  Date: 09/15/2022

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