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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

3,471 total complaints in the last 3 years.
744 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:11/08/2024
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 purchased a couch from Pottery Barn, it was delivered on 1/12/24. By March there was fraying on the underside of the couch, which we reported to customer service ********************* *** corporate). During a service visit on 4/8/24, a furniture technician attributed the fraying to a tag being ripped off during delivery. He trimmed the frayed fabric, but as suspected, the fabric continued to unravel in those areas and additional areas on the couch. I submitted new reports with photos to customer service on 9/29 and 10/10. The same tech came to our apartment on 10/21. This time he determined the issue was caused by wear and tear, WS decided they could do nothing to help resolve the issue. I disputed this classification of the fabric damage because the fraying areas in question are not places that our bodies come into contact with while seated on the couch, a fact I demonstrated during the tech's visit. To help dispute the case, I shared photos of my husband and I sitting on the couch in reference to the fraying. Though incredibly silly, they demonstrate how affected areas remain untouched by our bodies in the photos and would not reasonably cause wear over such a short period. This seems logical due to the location of the fraying and where wear would happen on a couch. ** still claims the fraying is due to wear and tear and will not provide further customer service for our 10 month old couch. If we would like it repaired, we have to pay out of pocket. When asked why their $4k couch cannot withstand the alleged wear and tear of 2 adults in their late 30s, I was told ** does stand by their products and that they only repair products after 30 days. For what it's worth, we paid extra for a performance fabric and don't have children or pets. There is no reason for the couch to be fraying, there's clearly an issue with the fabric or how it was upholstered. Meanwhile, our couch continues to unravel where the furniture tech cut the fraying pieces on 10/21.
Business Response
Date: 11/14/2024
Williams-Sonoma, **** is in receipt of this customer's complaint, and we have reviewed our customersconcerns. We reached out to our customer and offered to process a return for an electronic merchandise card refund. Our merchandise cards have no expiration,no fees, and can be used at most of our brands for either online/catalog or retail purchase.

Sincerely,

Williams-Sonoma, ****
Customer Answer
Date: 11/15/2024

Complaint: 22532045

I am rejecting this response because:
I do not want an electronic merchandise card refund, this is not something I asked for. My husband and I would just like the couch we purchased to be replaced. During my conversations with the quality team I made it very clear that we put a lot of thought into selecting this exact couch.
We would be using an electronic merchandise card to repurchase the exact same couch. To have to first return our current couch, receive a refund, order an exact replacement, and then be without a couch for an extended period of time does not make sense and is incredibly inconvenient. I don't understand why a replacement can't be swapped at the time the current couch is picked up from our apartment. My husband and I had our wedding registry on Pottery Barn and were able to apply our completion discount to the couch, this will be lost if have to repurchase the sofa.
In addition to the general inconvenience of not having a couch for a prolonged period of time, as this is is the only couch in our apartment, we are hosting holiday events through the end of December. We cannot be without a couch.
I'm a bit confused as to comments that the "medics were unable to resolve the issue," as they did not attempt to resolve an issue. Both times the medic took photos of our couch and left. The complaint is that the quality team did not appropriately handle this case, it would be helpful if someone outside of the quality team could view the photos and emails shared in support of this situation to better understand why their original response to our case and the response to offer an electronic gift card after our current couch is returned is not a solution.
I appreciate that Pottery Barn is taking our concerns seriously. Respectfully, I request that the current couch be returned when a replacement is delivered.

Sincerely,

***** *****
Business Response
Date: 11/18/2024
Williams-Sonoma, **** is in receipt of this customers complaint. We have reviewed our customers concerns and have reviewed this order again for our customer. We confirm an exchange has been initiated for our customer as requested. We consider this issue resolved.

Sincerely,

Williams-Sonoma, ****
Initial Complaint
Date:11/07/2024
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 gift food baskets from ******* sonoma and they did not deliver on due date and they did not put a supervisor on and said would not help. Made 8 calls.. they will not help with a resolution at all. I was forced to call *********** and dispute the charges. Today is my father 90th birthday and the basket was to be delivered today for him. The sub company they use is out of stock and no one informed me of this and just ruined everything as well as waste the past 3 hours of my life calling to speak with customer service that will not help
Business Response
Date: 11/12/2024
Williams-Sonoma, **** is in receipt of this customers complaint. We have reviewed our customers concerns regarding this order. We confirmed our customer has already disputed charge with their financial institution. Our customer would need to contact their bank or our chargeback team at: ************** to fix the funds for payment. No further action is needed in this case until our customer decides what they would like to do.

Sincerely,

Williams-Sonoma, ****
Initial Complaint
Date:11/07/2024
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.
We are an active duty military family. We $1464.72 purchasing chairs and a bench in "acorn" finish to match our West Elm mid-century table in Acorn. The chairs do not match the bench, and neither match the finish on the table. We asked about returning the items on the customer service chat and they said we could return to West Elm store with no fee. We called the West Elm store in Birmingham, AL (about a 2 hour drive) and spoke to store manager Ryan. He said no problem bring them in. Then, when we came in we spoke to Ashley who said, "not sure why he told you that our system will not allow a refund after 7 days." We would like to return these items for a refund.
Business Response
Date: 11/13/2024
Williams-Sonoma, Inc. is in receipt of this customer's complaint. We have reviewed our customers’ concerns and have reached out to our customer to initiate a return.

Sincerely,

Williams-Sonoma, Inc.

Customer Answer
Date: 11/14/2024
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:11/07/2024
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 this order a week ago they posted on their website that the delivery date was between 11/7 and 11/12 at the latest. I ordered and the items have not shipped. **************** then told me I would get a tracking number later that day and then I never did. They refuse to tell me what is going on with the order and have lied to me about numerous things with the order and their process. They told me it would take another WEEK to investigate and couldnt cancel and replace to the order and express ship it. They are falsely advertising shipping dates to customers and scamming them and lying to them. They refuse to help or give a date to tell you where the items are or when they could even possibly ship out.
Business Response
Date: 11/12/2024
Williams-Sonoma, **** is in receipt of this customers complaint. We have reviewed our customers concerns and have reviewed this order for our customer. We confirm this order is currently in transit. A leader with our social media team has also contacted our customer.

Sincerely,

Williams-Sonoma, ****
Initial Complaint
Date:11/05/2024
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.
Complaint:I placed an order with West Elm over a month ago and have experienced ongoing issues with delays and a lack of communication regarding the delivery of my furniture.Since placing my order, I have repeatedly tried to get updates from West Elm's customer service team, but responses have been vague, unhelpful, or nonexistent. I was initially told to expect my items within a reasonable time frame, but the delivery date has been repeatedly delayed without clear explanation or notification. Despite my efforts to escalate this issue, I have been unable to obtain a reliable timeline for delivery.Additionally, West Elm provides no clear customer complaint or escalation process, and it is exceedingly difficult to get in touch with a representative who can address my concerns effectively. The absence of a dedicated support system has made it very challenging to get any answers or updates on my order, and I feel that my situation is being ignored.This delay has disrupted my plans and made me reconsider relying on West Elm for future purchases. I am seeking assistance from the BBB to encourage West Elm to provide a definitive delivery update, expedite my order, or issue a full refund if they cannot guarantee a prompt resolution.
Business Response
Date: 11/12/2024
Williams-Sonoma, **** is in receipt of this customers complaint. We have reviewed our customers concerns regarding this order. We confirm a member of leadership with our ***************************** is currently owning this customers order and has taken action to assist with this complaint. No further action will be taken by our team as our Business Concierge leadership department is already addressing this concern for our customer.

Sincerely,

********************-********************, ****

Customer Answer
Date: 11/12/2024
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:11/05/2024
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 bought an item in August, and it's been a disaster. Here is a rundown of my experience: - Overcharged (7 hours on the phone). First they didn't use my gift cards and then after hours on the phone and being told they would use the gift cards this still didn't happen until I called back thre times - 1st deliveryitem was broken. The drawers didn't pull out and shut appropriately (2 hours on the phone)- 4 weeks later, re-deliverystill broken. There were ****** in the dreser. (2 hours on the phone)- Took day off work for technician came outstill couldnt fix it (6 hours)- Gave up and accepted a discount. Was told if I accepted the dresser as is I would be given $300 (3 hours)- Promised a reimbursement. Spend time on the phone with the representative and then the manager and granted $300 and told it would be sent to my credit card. (2 hours)- 2 weeks laterstill no reimbursement and now have spent the evening on the phone again today (1 + hours)After 20+ hours on the phone, still no resolution. Safe to say, Ill never be buying from you again and am making sure to inform all my friends and colleagues so they are aware. This has been collectively the worst experience I have ever had with a company.
Business Response
Date: 11/06/2024
Williams-Sonoma, **** is in receipt of this customers complaint. We have reviewed our customers concerns regarding this order. We confirm leadership in our customer service department is owning this customers order. No further action will be taken by our team as a supervisor is already addressing this concern.

Sincerely,

Williams-Sonoma, ****

Customer Answer
Date: 11/06/2024

Complaint: 22513714

I am rejecting this response because I have spoken to numerous managers over the last few months since this problem began on August 31st and it is still not resolved. I filed this complaint because I have had to make so many calls and spent hours on the phone and despite this here we are in November and the problem is still not fixed.

Sincerely,

******* ********
Business Response
Date: 11/12/2024
Williams-Sonoma, **** is in receipt of this customers complaint. We have reviewed our customers concerns and have reviewed this order again for our customer. We confirm leadership in our customer service department is owning this customers order. We have relayed this complaint to leadership for our customer. No further action will be taken by our team as a supervisor is already addressing this concern.

Sincerely,

Williams-Sonoma, ****
Initial Complaint
Date:11/04/2024
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.
Purchased an espresso machine from ******* Sonoma on Sept 30 and was told it would be delivered Oct 3-4. Order continued to be pushed out and we have called many times and spent hours on the phone & continue to be told there is inventory and it will be shipped in the next day or 2, however it continues to be pushed out. Weve been told there is a glitch in the order but no one can resolve it. A supervisor told me they would solve it by *** on Saturday 11/2 & I still have no heard. Called again and was able to get no new solution.
Business Response
Date: 11/06/2024
Williams-Sonoma,Inc. is in receipt of this customers complaint. We have reviewed our customers concerns regarding this order. We confirm leadership in our customer service department is owning this customers order. We have relayed this complaint to a supervisor in our customer service department. No further action will be taken by our team as a supervisor is already addressing this concern.

Sincerely,

Williams-Sonoma,Inc.
Customer Answer
Date: 11/07/2024

Complaint: 22513511

I am rejecting this response because your leadership has been non-responsive and I have been working on this issue for over a month. I continue to be told there is a solution only for there not to be one. This is the only way I knew how to escalate the issue! Please help me get this order delivered or cancelled & re-ordered with sales price. I also expect compensation for the hours I have spent on the phone and severe delay of order.

Sincerely,

****** *****
Business Response
Date: 11/12/2024
Williams-Sonoma, **** is in receipt of this customers complaint. We have reviewed our customers concerns and have reviewed this order again for our customer. We confirm leadership in our customer service department is owning this customers order. We have relayed this complaint to a supervisor in our customer service department. No further action will be taken by our team as a supervisor is already addressing this concern.

Sincerely,

Williams-Sonoma, ****
Initial Complaint
Date:11/04/2024
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.
We purchased a bed from Pottery Barn Teen. It was delivered months after they said it was going to be available for delivery.. The night my son slept on his bed for the first time, he woke up itching. He had been bitten by spiders. I initially thought it was mites, but my pest control person found a spider nest. I called Pottery Barn Teen and they transferred me to some department and I spoke with ****. She offered me a PB credit of $430, and additional compensation after she spoke with her supervisor. She said her super could approve $750. We took pictures of. a dead spider and my sons bites, after *** asked for pictures. I emailed them and **** has since refused to email me back and the gift card was never sent. Then, to add insult to injury my son just told me that some planks broke on his bed and hes had to sleep on a broken bed. He hasn't been able to sleep. I called them back again and told them exactly what happens and sent pictures and the last super was rude and said she cant do anything except give us a refund of $500 back to our credit card. So, that is not the compensation we were promised and the customer care has been horrendous. The bed broke within months of purchase and my son has been injured twice now. First, on the first night. Second, havent o sleep with a broken plank directly under him. This has punctured his mattress because the planks open while he sleeps. So, he cannot sleep on it. Its a platform bed. So, there is no box spring. The last supervisor I spoke with was terribly insensitive and demeaning. Ive shopped at Potterybarn for over 20 years. ***** and *** have now made me reconsider this store permanently
Business Response
Date: 11/12/2024
Williams-Sonoma, **** is in receipt of this customers complaint. We have reviewed our customers concerns and have relayed this complaint to the appropriate department to assist our customer with this claim.

Sincerely,

Williams-Sonoma, ****
Initial Complaint
Date:11/02/2024
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 two orders for the exact same items (I placed the second one when my first order was mysteriously cancelled). I have sat on the phone with customer service to find out why the first order was cancelled. When that call started to take longer than I had to wait, the rep did confirm over the phone before we disconnected that the items that I had re-ordered (my second order of the same items) were in fact in stock, so they should ship, according to the rep. Then today I received notice from PayPal that my order was refunded to my paypal acct, but I still have not received an email from Pottery Barn stating that the order was cancelled. Please explain to me what is going on. How can I get the items I ordered? Thank you.
Business Response
Date: 11/06/2024
Williams-Sonoma, Inc. is in receipt of this customer’s complaint. We have reviewed our customers’ concerns and confirm a leader with our social media team contacted our customer to help with this complaint.

Sincerely,

Williams-Sonoma, Inc.

Customer Answer
Date: 11/08/2024

Complaint: ********

I am rejecting this response because: I received an email from Melinda at Williams Sonoma requesting time to contact me. I replied giving her two dates and with time options in the morning and afternoon. I requested that she reply to my email with the date and time that she would be calling me so I could be sure to be near my phone. I followed up again with another email to Melinda the following day requesting a reply to both my original email and a date and time that she would be contacting me to provide an update on my order that I still have not received from Pottery Barn. I still have not heard from Melinda. My issue has not been resolved in any way.

Sincerely,

***** *******
Business Response
Date: 11/12/2024
Williams-Sonoma, Inc. is in receipt of this customer’s complaint. We have reviewed our customers’ concerns and have reviewed this order again for our customer. We confirm a leader with our social media team reached back out to our customer to help.

Sincerely,

Williams-Sonoma, Inc.

Customer Answer
Date: 11/13/2024
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:11/02/2024
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.
Ordered Comforter and Shams on 10/31/24 at first delivery was noted for December 6 and today they changed delivery to December 26. I asked to cancel order and they said no I can't. Order # ************. Charge was $528.87.
Business Response
Date: 11/06/2024
Williams-Sonoma, **** is in receipt of this customers complaint. We have reviewed our customers concerns and confirm a cancellation request has been submitted for our customer.

Sincerely,

Williams-Sonoma, ****
Customer Answer
Date: 11/07/2024
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,

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

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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.