Business Profile

Home Accessories

Williams Sonoma, Inc.

This business is NOT BBB Accredited.

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This business has 1 alert

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.
734 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:08/04/2022
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.
West Elm delivery service is the worst and the problem has not been resolved. The delivery drivers were scheduled for today and have no clue what they are doing. They called and questioned me if they were delivering something or coming to the address to check something. Regarding order ************ for a mirror that should have been previously delivered. Previous BBB#********. This issue is not resolve.
Business Response
Date: 08/04/2022
Williams-Sonoma, **** is in receipt of this customer's complaint. We have reviewed our customers concerns and have processed the return and refunded the customer in full.

We have also reached out to the customer for further assistance regarding the issue being resolved and offer 20% off new order.

Sincerely,

Williams-Sonoma, ****
Initial Complaint
Date:08/04/2022
Type:Customer Service 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 sofa from WestElm on March 25th, 2022, with an estimated delivery time of approximately 2 weeks. On March 29th, the estimate was revised to June 18-July 6th, due to supply chain issues. On June 8th, I was charged for the sofa and received an email that my item was getting ready to ship. My delivery appointment was not scheduled until JULY 20th, with a delivery date of July 27th. I never received the sofa. I finally received confirmation of a new delivery date of August 2nd, with a five hour delivery window, 7am-Noon. I took the morning off of work, received a confirmation text the day before, and then at 10:13am on the delivery day, received a text message that the delivery had been canceled. I spent the rest of the day on hold for hours with both the main company and the hub location. At both, I finally reached someone, explained, and asked for a supervisor. I was told none were availbale to come to the phone but that a message had been sent to them, and I would receive a call back. I never did. I also submitted a message twice via the company website and email address with no response. If I go through the website to track my order, the website shows my order as having been delivered July 20th. I have a digital trail of all the messaged and have noted all the calls and the reps with whom I spoke.
Business Response
Date: 08/04/2022
Williams-Sonoma, **** is in receipt of this customer's complaint. We have reviewed our customers concerns and show that leadership is already in contact to come to a resolution. We will monitor the order and make sure a resolution is reached.

Sincerely,

Williams-Sonoma, ****
Customer Answer
Date: 08/09/2022

Complaint: 17669157

I am rejecting this response because:
The delivery rescheduled for today now shows "Delivery Canceled" when I click for an update. Absolutely unbelievable.

Sincerely,

*******************
Business Response
Date: 08/11/2022
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 reached out to the delivery center to get this delivery rescheduled as soon as possible.

Sincerely,
Williams-Sonoma, ****
Customer Answer
Date: 08/17/2022

Complaint: 17669157

I am rejecting this response because there has been no resolution to this matter. The company did send me an email indicating that the chargeback center would reach out to me to remove something from my account in order to then issue me a refund, and from there be able to discuss additional compensation. I have not heard from the chargeback center. There has been no offer of compensation and no rescheduled delivery.

Sincerely,

*******************
Initial Complaint
Date:08/03/2022
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.
Ordered a bed from West Elm May 23. Was told bed to be delivered between May 30-June 17. Date passed, no delivery. Email telling me bed to be delivered between June 19-July 7. Date passed, no delivery. Email telling me bed to be delivered between July 8-July 28. Date passed, no delivery. No further update. Checked order number ************ online and it shows delivery between August 19-September 8. BUT, the full amount of $1,284.51 for the bed was charged to my credit card on June 22. Have emailed, texted, and phoned customer service at least 6 times and no one can tell me where the bed is or when and if it will be delivered. They have took payment for the bed in June but I do not have the product. **************** rep names, *********, ****************, ******** name a few.*******************
Business Response
Date: 08/04/2022
Williams-Sonoma, **** is in receipt of this customer's complaint. We have reviewed our customer's concerns and have emailed the customer about the order status.
Sincerely,
Williams-Sonoma, ****
Customer Answer
Date: 08/05/2022

Complaint: 17667536

I am rejecting this response because: all I received was a blanket email from a social media employee saying the understand, theyre sorry, yadda, yadda, yadda and expected delivery is NOW September 1. No explanation of why I have paid in full for this bed on 6/22 but still dont have a product.

Sincerely,

*******************
Business Response
Date: 08/11/2022
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, ****
Customer Answer
Date: 08/17/2022

Complaint: 17667536

I am rejecting this response because:
This issue will remain unresolved until I receive the merchandise that I was fully charged for on June 22, 2022. All West Elm does is give another delivery date.
Sincerely,

*******************
Initial Complaint
Date:08/03/2022
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.
This is re: order ************ just the ********************* Weave Ash Bed.The bed was delivered on 6/10/2022. The delivery person said the slats were missing.The slats were delivered on 6/17/2022. The delivery person said the screws were now missing.I called PB on 6/20/2022 to see what the next steps were. The customer rep said she will order the screws but wasn't sure which ones so she said she will order the entire hardware for the bed just in case since it's been 2 delivery attempts w/ missing parts. She said it will take 2-4 weeks for delivery so the target delivery would have been July 4th to July 18.At the 3rd week waiting point, I called on 7/9/2022 waiting for 1 hour and 16 min and getting a confused response from the rep as to the status and saying that I need to contact the "partials" department. Not sure what this means on my end. I suggested "Should I call back on M-F?" and he said Yes.I sent a detailed email to Pottery Barn on 7/9 after the call.I called back on 7/22. The rep said the parts may have been shipped on 7/11 but with no tracking number so there is no way to tell when it will get to me. Having lost faith, I asked whether I should call back 2 weeks later again and the rep said hopefully it won't come to that.Today is August 3rd 2022.My bed was delivered to me on June 10th 2022.It's been 2 long months of waiting since delivery (and 6 months since ordering) and I have no clue when the missing parts will be delivered to me and then when the service person will come. Can I please get a resolution to this situation?This is hard to believe from Pottery Barn.Appreciate your help in this matter.
Business Response
Date: 08/03/2022
Williams-Sonoma, **** is in receipt of this customer's complaint.We have reviewed our customers concerns and our records reflect that a request for the *** details for the hardware was submitted to our vendor on 07/12/2022. Regrettably, we have not heard back and a follow up request has been submitted. If we do not hear back from our vendor by next week, we can assist with processing a full replacement for the Park Weave Ash Elliot Shelter Upholstered Headboard with Footboard Storage Platform Bed. We are currently working toward resolution with this customer.

Sincerely,

********************-********************, ****
Customer Answer
Date: 08/04/2022
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 on the condition that the bed parts be provided by their vendor and be assembled as soon as possible. If the bed needs to be refunded and reordered, I would like to request expedited shipping as the initial order took 4 months (ordered Feb 2022 and delivered Jun 2022). As a reminder, I have paid this in full back in February 2022 and it is now August 2022.
I look forward to a swift resolution to this prolonged situation.

Sincerely,

***************************
Initial Complaint
Date:08/03/2022
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.
Hello I placed an order with Pottery Barn on July 26, 2022 - with a possible delivery date within 2 - 3 weeks. I continuously checked the order through your online check status application during the allocated period. While checking your application, there was some confusion regarding the delivery period and the location of the items. I then placed a phone call a couple of weeks ago, where I was on the line for approximately an hour and a half. After the conversation, distribution scheduled the delivery for 8/3. Upon delivery, I received a confirmation email stating that I would receive all items in the order. Unfortunately, I only received the conversion kit and the dresser. On 8/3, I spoke with a customer service representative from the ****** distribution center, who lacked empathy and the ability to listen and communicate effecivtiey- very condescending. I was informed that I would have to wait an additional month for the crib because the item is in ******. This entire process with this order has been extremely frustrating. I am due to give birth any day now and would like for this situation to handle appropriately. Order Number: ************** Appointment Number: ********
Business Response
Date: 08/03/2022
Williams-Sonoma, **** is in receipt of this customer's complaint. We will follow up with our customer via email to get this resolved as quickly as possible. We are still showing items in transit and one that was just received and should be in transit any day.

Williams-Sonoma, ****

Customer Answer
Date: 08/04/2022

Complaint: 17664693

I am rejecting this response because I have been in contact with numerous individuals regarding this issue with no direct response regarding when I will b this crib. I received a call
from someone this morning stating they do not have good news about the item; that the order remains in the Georgia distribution center. As a Customer, I believe I should Be given some satisfaction or answers regarding when I would receive my item. There was no assistance or urgency in replacing the item. This was a system error and not my mistake. As stated previously I would be giving birth any day now. Not having a set day of delievry is not ideal for numerous reasons. At this point, the company should offer some type of compensation for this headache or possibly create a New order with expedited shipping, I'm.order for me to receive my time.

Sincerely,

*******************************
Business Response
Date: 08/09/2022
Williams-Sonoma, **** is in receipt of this customer's complaint. We have reviewed our customer's concerns, and our Corporate Customer Relations Team is following the order and providing the customer with updates about the order. We are glad to offer compensation for the customer's experience once the order is delivered.
Sincerely,
Williams-Sonoma, ****
Customer Answer
Date: 08/17/2022
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have received some compensation for the issue.

Sincerely,

*******************************
Initial Complaint
Date:08/03/2022
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 sent an order back to pottery barn on the 27th of June, it is now August 3rd. I have called them 4 times now and have been assured each time that I would receive my refund within a few days. None of which has happened to date. We are going on over a month almost month and a half. Each time I call its takes anywhere from ***** minutes for the call to be answered. I do not have time to sit on the phone for hours upon hours to have my issue not be resolved despite being told by multiple customer service reps that it would be. I want my refund and I want it back now. This is verging on ridiculous. I am an interior designer and have done a lot of work with Potterybarn in the past but this has me seriously rethinking doing business with Potterybarn any longer.
Business Response
Date: 08/03/2022
Williams-Sonoma, **** is in receipt of this customer's complaint. I show our customer called our customer service on 8/3 updated the credit card as we usually do not apply to a new card due to legalities. It has now been released on our end. Our customer has been advised to allow 3-5 business days for this to post on her end.

Williams-Sonoma, ****

Customer Answer
Date: 08/04/2022

Complaint: 17664727

I am rejecting this response because:I did not call and update the payment in 8/3 as noted. I was told that it was an error on Potterybarns end. The customer service rep I spoke with told me it had to do with an outdated portal or something on their end and requested my card information again. Its the same card thats been on file for months and this is the fourth time I have called to speak to someone and have been told it would be resolved. Until I receive the refund and stop getting excuses from Potterybarn I will not be closing the complaint.

Sincerely,

***************************
Business Response
Date: 08/10/2022
Williams-Sonoma, **** is in receipt of this customer's rejection.We have reviewed our customers concerns and confirmed that a credit in the amount of $297.22 was issued on 08/03/2022. This credit should reflect on customers credit card statement within 3-5 business days depending on the banks processing times. We consider this issue to be resolved.

Sincerely,

Williams-Sonoma,****
Customer Answer
Date: 08/17/2022
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:08/03/2022
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 puchased the ****** bed and 2 night stands for $3500 from Pottery Barn back in *******. We were told that these items were on back order and were promised I estimated delivery of March or April. On 5/5we were called from a distribution center to schedule delivery to our house. One night stand was delivered but that is all. I called pottery barn to find out that that bed frame and slats were on back order still with no ETA. The whole month of May I called weekly to try to get updates for the missing slats and frame and after being on hold for hours no one could find tracking info or give me a eta. On 6/2 I called and asked to speak to a manager and she agreed that since it was lost on the truck since March they would re-order the missing parts. We were told that by the end of June the missing parts for our bed would be delivered to the distribution center. I called on 6/23 and still no answers. I called on 6/27 and spoke to an employee who said it was still out on a truck but promised me a follow ** in 48 hours, I never got a call. On 7/1 I asked to speak to a manager and the parts were still missing. She offered me nothing other than to wait for the delivery and gave sorry excuses for Covid and backorder issues. I asked if the whole bed could be reordered and she finally agreed to do so. I was told it would be delivered by 7/20. On 7/20 I called and was told that 7/28 was the new eta. On 7/29 I called and the representative said it was never released from the warehouse!!! So how have I been given dates and they never initiated the deliverly. As far as I know my bed which I paid for in ******* is still in a warehouse, 8 months later. I have made 20 or more phone calls each of them being 50 mins - an hour and half long to get nowhere and just be told excuses. I want to be refunded the $250 delivery fee that I paid and think I should be compensated a percent off my bed and night stand price . I want a phone call saying my furniture is on the way.
Business Response
Date: 08/03/2022

Williams-Sonoma, **** is in receipt of this customer's complaint. I show that yes, our customer did talk with a member of leadership on 7/1 and issued a replacement order for the whole bed. I am showing this replacement has shipped from the distribution center as of 8/3 (today)all pieces are in transit to their local hub. I show that our customer called in 8/3 today and was advised items in transit and offered to discuss compensation upon successful delivery. We are unable to credit shipping as this is a fixed fee. We will contact our customer to update as well.

Williams-Sonoma, ****

Customer Answer
Date: 08/04/2022
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,

*************************
Initial Complaint
Date:08/02/2022
Type:Customer Service 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.
Original purchase: Oct 18 2021 (Order #************) *********************** order was supposed to be delivered by Jan 18 2022. We were notified a week prior that due to "supply issues" the delivery was delayed. We were able to schedule a delivery for Jan 31 2022. We had to have someone remove our previous bed as we have a small 1 bed apt and could not store additional furniture. That delivery was delayed to Feb 1 2022 due to "weather." On Feb 1 an hour before our delivery I received a call that our bed could not be delivered bc a piece was damaged during transit. West elm was unable to provide me with a new time frame of delivery but the reordered the new piece. Days later I received an email the part was ready & I could schedule a delivery for bed. On Feb 2 I called & scheduled the apt w/ a customer service associate for Feb 4. Bed was canceled again. Apparently the piece was actually not ready and the system was incorrect. They reordered the piece and new delivery is mid April. We decided to wait. A week later I call to get an update and the rep reviews the order notes to find out they ordered the wrong side. They new estimate for the bed is now mid May. A week after that I get an email that the order is canceled. Apparently they don't do replacement orders. Delivery estimate for new bed is August (almost a year after ordering). At this point we decide we can't wait as we have only a mattress we have been sleeping on. We get a rep who helps us find an "in stock bed" and can be delivered in March. Of course it's not actually & after multiple updates the bed finally shows ** in May. But the delivery people damage a drawer so we have to order another replacement - at least we have the bed. New replacement shows up on Aug 1 but the delivery people damage the tracks instead and the drawer is still broken. We slept on a mattress from Feb - end of May & have had a broken drawer since May. West Elm has not responded in 24 hours. I want to be compensated.
Business Response
Date: 08/03/2022
Williams-Sonoma, **** is in receipt of this customer's complaint. We have reviewed the customers concerns and have reviewed per order notes that customer has been provided the options of having our furniture medics repair the drawer, or return for a refund or a replacement. Sincerely, Williams-Sonoma, ****
Customer Answer
Date: 08/04/2022

Complaint: 17660993

I am rejecting this response because:

Sincerely,

Madison *******
Business Response
Date: 08/09/2022
Williams-Sonoma, **** is in receipt of this customer's complaint. I show that our customer is working directly with our delivery quality team to get this resolved as quickly as they can together with our customer. Once the team and customer have come up with a resolution we can provide an update.

Williams-Sonoma, ****
Initial Complaint
Date:08/02/2022
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.
On July 13, 2022 I purchased product Viv Grand Swivel Chair Poly Dune Distressed Velvet Concealed Support from West Elm online store for $1,068.48 (chair-$849, shipping & processing-$159, delivery surcharge-$9.54, estimated tax-$50.94). The product was never delivered within the delivery window of July ***** 2022 so, on Aug 2, 2022 at **** EST I called the customer support number and spoke with *******. ******* told me the product was at their ** distro center. On 2Aug2022 At **** I receive an email from West Elm asking me how my interaction was with customer support rep ********* I never spoke with a ********* At **** the Tracking status changed to Ready to schedule. At **** I call to schedule delivery and the Rep says the order was canceled because of notes from my call earlier today with ********* West Elm is displaying products on their website that they do not have authorization nor the actual product to sell. The representative told me I will receive a refund for the chair cost of $849 but the other monies paid to them totaling $219.48 was forfeited because I canceled the order. I NEVER canceled the order. This company stole my money, provides false advertisements on their website saying products are in-stock + ready to ship when they are not. This is a scam to collect shipping and handling money from customers after West Elm erroneously claims the customer canceled the order.
Business Response
Date: 08/03/2022
Williams-Sonoma, **** is in receipt of this customer's complaint. I show this is a duplicate complaint # ********. This is already being worked by a support team and our customer has been responded to under that number. No action on BBB # ********

Williams-Sonoma, ****

Customer Answer
Date: 08/04/2022
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,

*************************
Initial Complaint
Date:08/02/2022
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.
Back in September of 2021 I placed an order for a dining table and chairs. I received the dining table while I still lived in *******, but the chairs continually got delayed. I did not get calls about these delays and had to keep inquiring as the expected dates were passed. Eventually in May I cancelled the chairs and ordered some that were in stock and could ship. I was told at the time that they would place a "Dock Return" on the chairs so I would not be charged and they would be returned. This was in early May.I started receiving Emails and calls from Ryder about delivery of the chairs in June I think. So I followed up with West Elm and had been assured the order was cancelled and I would not be charged. At one point I was told that it was just a delay in Ryder knowing the order was cancelled.Today, Aug 2 2022, I received an email from West Elm that I was going to be charged for the chairs. This is the first time I received an email like that. I called West Elm and now I am being told I am responsible and none of the Cancels were done and I need to accept the chairs. I am now moving to ****** on Aug 5th, 2022 and already have new chairs since I was told this previous order was cancelled.I need help after this nearly year-long ordeal to get this cancelled since I can't find a way to get them to not charge me as I am moving and dealing with additional costs as my Dad has cancer and spare money to visit him as needed.
Business Response
Date: 08/02/2022
Williams-Sonoma, **** is in receipt of this customer's complaint. We have reviewed our customers concerns and have processed the return and refunded the customer in full.

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

Sincerely,

Williams-Sonoma, ****

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