Business Profile

Home Accessories

Williams Sonoma, Inc.

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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

3,469 total complaints in the last 3 years.
735 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:03/07/2025
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 a set of 4 bowls, but only 1 was sent. They promised to send the other 3. Never got them. Called today- now they don't have them. Gave me lots of trouble on the return. Requested a Manager call me about this problem and all of the issues over an $80 purchase. Really bad form.
Business Response
Date: 03/11/2025
Williams-Sonoma, **** is in receipt of this customer's complaint. We have reviewed our customers concerns regarding this order. We confirm our customer service department is handling the concern. No further action is needed by our team as our customer is already being assisted by our customer service department.

Sincerely,

Williams-Sonoma******
Initial Complaint
Date:03/07/2025
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.
Bought a bench online that was delivered in April 2024. List price without tax or delivery was $2099. Within months, it sagged. I just want the cushion replaced. I contacted pottery barn multiple times. Each time, I was told someone would get back to me within three business days. No one ever contacted me. I called and used their chat feature but no responses. Note: I listed the ********** location, as your site requires a physical location, but this transaction was made online.
Business Response
Date: 03/10/2025
Williams-Sonoma, **** is in receipt of this customers complaint. We have reviewed our customers concerns regarding this order. We confirm this customer has been contacted by a leader with our delivery quality department and that department is currently owning this customers order. No further action is required by our department as our delivery quality department is already addressing this concern for our customer.

Sincerely,

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

Customer Answer
Date: 03/18/2025
I filed complaint #******** and BBB responded quickly with a response from Williams Sonoma about the **** bench I purchased from Pottery Barn. The response from Williams Sonoma indicated that the issue was being dealt with. That isnt true though. Ive sent pictures on multiple occasions without follow-up from them. The last communication I received was on February 27, after I sent them pictures but Ive not received any follow-up so Im filing a second complaint. Thank you for your assistance.

Business Response
Date: 03/24/2025
Williams-Sonoma,Inc. is in receipt of this customers complaint. We have reviewed our customersconcerns and have reviewed this order again for our customer. We confirm that a leader with our delivery quality department has reached out to our customer multiple times with the telephone number provided in this complaint and left voicemails. No further action is needed by our team as a leader with our delivery quality department has reached out to our customer to help.

Sincerely,

Williams-Sonoma,Inc.
Initial Complaint
Date:03/05/2025
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 set of pans from Williams-Sonoma, order number ************. The sale was for an open box, final sale. The description on the website for open box reads as like new, customer opened and returned Not only have they all been used, but several have significant damage. The attached pictures will show that no reasonable person would expect to receive such used and damaged goods as like new. When I called customer service, and sent in the requested photos, they said in no uncertain terms, That final sale was final sale. I would never have ordered pots and pans in the condition that they arrived in. I strongly feel that it would be unsafe to use pots and pans that are so damaged. The coating has been worn through in large areas and undoubtedlywould flake off into whatever I was to cook. Im frankly shocked that any WS employee deemed these as acceptable to unload on a customer expecting like new
Business Response
Date: 03/10/2025
Williams-Sonoma, **** is in receipt of this customer's complaint. We have reviewed our customers concerns and have initiated a return for a refund to an electronic merchandise card. We consider this issue resolved.

Sincerely,

Williams-Sonoma, ****
Customer Answer
Date: 03/13/2025
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:03/05/2025
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.
High End Dining Table falling apart in 12 month period. Not wood, but a veneer wood inlay, that is thin, light weight and sharp and splitting. After waiting 6 months they delivered a damaged table with dents and chips to the corners. A replacement table would have been another 6 months out so they offered a discount. Unbenounced to me, overtime the wood/veneer planks began to split, shrink and crack, coming apart and creating sharp edges that cut skin and exposed unfinished light wood between the dark chestnut finish. I would not ever have agreed to accepting a subpar table that fell apart within months, with very little use.... permanently. I attempted to use a wood stain marker to conceal the separation but it was consistent, every few weeks there was increasing separation and recently the original stress cracks on top actually cracked. I was duped into a subpar product, arriving with an already repaired top & damage, a table should last more than one year. They have ignored my requests. I'd like them to pick up their table and provide a full refund, as I have lost faith in their integrity and quality of merchandise.
Business Response
Date: 03/10/2025
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 business department is currently owning this customers order and has reached out to our customer to help. No further action will be taken by our team as our Business leadership department is already addressing this concern for our customer.

Sincerely,

********************-********************, ****
Initial Complaint
Date:03/04/2025
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 ordered a lamp from Pottery Barn. When I received the package, the box came damaged. Upon assembling the lamp, I noticed the height was shorter than what was described on the website. I contacted customer service online and explained the situation and my desire to return it. I asked for a pickup because I do not have a car and the item is heavy. The *** said they can schedule a pickup but I told them I also didn't have a box because the one it came in was damaged - they said to contact again within a week to schedule a pickup. After purchasing a box, I contacted Pottery Barn again and the online *** said my case was closed and that I cannot schedule a pickup. I called customer service and after speaking with multiple ***resentatives, a supervisor was finally able to help me and scheduled a pickup. I shipped back the lamp. A few weeks later, I noticed I did not receive a refund. I called them and I said I checked the tracking and it was delivered, why have I not been issued a refund? One person said it hasn't been processed yet and my case was closed. I had no idea what that meant. One person said the only thing I can do is call my bank and dispute it. I ended up doing that because I got zero help from customer service. I was so confused. [I've attached the tracking proof here.] I then realized I cannot order online from West Elm or Pottery Barn - I don't understand why? I've never had dealt with a customer service like this before ever; I've never had an issue with a retailer ever. But with Pottery Barn, they were so unhelpful, could not answer what "case closed" meant and seemed like they didn't know what they were doing. Even when I insisted the tracking proved it was delivered, they would not hear me and could only say to dispute it with the bank. That doesn't make sense to me and now my account is banned?
Business Response
Date: 03/10/2025
Williams-Sonoma, **** is in receipt of this customer's complaint. We have reviewed our customers concerns regarding this order. We confirm our customer contacted our customer service department and that department is handling the concern. No further action is needed by our team as our customer is already being assisted by our customer service department.

Sincerely,

Williams-Sonoma, ****

Customer Answer
Date: 03/19/2025

Complaint: 23021392

I am rejecting this response because: I am not satisfied with the company's response. I have not received any communication from them regarding my complaint.

Sincerely,

******** ***
Business Response
Date: 03/19/2025
Williams-Sonoma, **** 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 our customer contacted our customer service department and that department is handling the concern. No further action is needed by our team as our customer is already being assisted by our customer service department.

Sincerely,

Williams-Sonoma, ****
Initial Complaint
Date:03/04/2025
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 purchased a medicine cabinet from Pottery Barn in 2020. It has since been degrading, with the finish peeling off. Pottery Barn claims this is normal wear and tear and that I should pay to have someone refinish it. I am appalled that Pottery Barn wont stand by the quality of their products. This is one instance in a string of incidents where PB and Williams Sonoma companies will not stand by their products and expect me to purchase the product again.
Business Response
Date: 03/10/2025
Williams-Sonoma,Inc. is in receipt of this customer's complaint. We have reviewed our customers concerns and confirm leadership in our customer service department is owning this customers order. We also confirm this request is already showing reviewed and denied by leadership. Due to leadership involvement, no further action is required by this department. We consider this issue resolved.

Sincerely,

Williams-Sonoma,Inc.
Initial Complaint
Date:02/28/2025
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 signed up for the Pottery Barn credit card when I purchased two couches, costing me more than $6,000. The point of signing up was to get rewards for this large purchase. The points were supposed to be deployed to me upon delivery of my couches on December 19, 2024. However, here we are in February 28, 2025 and I still have not received points for that large purchase. I've reached out to Pottery Barn and they said they didn't know why the points hadn't been deployed and they would look into it and get back to me in 3-5 days, which was over a week ago. At this point, I feel there could be fraud at play.
Business Response
Date: 03/06/2025
Williams-Sonoma, **** is in receipt of this customer's complaint. We have reviewed our customers concerns and have re-issued new certificates for the certificates not received. We consider this issue resolved.

Sincerely,

Williams-Sonoma, ****
Initial Complaint
Date:02/27/2025
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.
Hello--I sent the attached email to the CEO, SVPs of ************* at ******************** after my Pottery Barn experience. There has been no response in over a week. Need your help to resolve as there is no resolution or communication back.
Business Response
Date: 03/04/2025
Williams-Sonoma, **** is in receipt of this customer's complaint. We have reviewed our customers concerns and confirm leadership in our business department is owning this customers order. We also confirm this request is already showing reviewed and denied by leadership. Due to leadership involvement, no further action is required by this department. We consider this issue resolved.

Sincerely,

Williams-Sonoma, ****
Customer Answer
Date: 03/04/2025

Complaint: 23000919

I am rejecting this response because Williams Sonoma/Pottery Barn's specific product meant to repair a minor scratch to their own chair doesn't even do that and damaged it further.
I'm demanding a replacement chair

Sincerely,

***** *****
Customer Answer
Date: 03/07/2025
Hello

The business (Williams Sonoma) reached out today and offered to replace the chair which I accepted.
Please consider this matter now successfully resolved to my sincere appreciation to BBB and Williams Sonoma/Pottery Barn.

Thank you so much

Marko
Initial Complaint
Date:02/27/2025
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.
Order Number: ************ Appointment Number: ******** ****** Non-Tufted Upholstered Bed without Nailheads, King, Performance Boucle Oatmeal #******* QTY: 1 $3,099.00 Delivered on February 14, 2023 The bed was delivered with a damaged foot (bottom right). The foot is missing a large chunk of wood. My husband complained to the team who delivered the bed on the day of delivery. The delivery team told my husband a replacement foot would be arranged and delivered. We then waited patiently for the delivery from Pottery Barn.After almost a year of waiting, I realized Pottery Barn had still not replaced the foot. In January 2024 I called customer service to complain. They assured me a replacement foot would be sent. Again, I waited. Nothing came. I called again in March 2024. I was told Pottery Barn sent the complaint to the wrong team so nothing was resolved. They assured me a replacement foot would be sent. I waited and waited. Nothing came. I called again in May 2024. I was told yet another mistake was made by the customer service team and to expect the replacement foot to be sent. Nothing came. I called again later that same month and was told the replacement foot would be sent. I waited. Nothing came. I called again in August 2024. Again I was told the replacement foot would be sent. But, you guessed it, it never came. At this point I have lost hope that a replacement foot will ever be sent. I am now asking Pottery Barn to either (1) issue me a partial refund for the damaged bed or (2) send me an entirely new bed to replace the damaged one. At the very least, I would simply like an apology. Of all the customer service people I have spoken to from Pottery Barn, I think only one actually apologized for the damaged bed and poor customer service. This is unacceptable and a clear sign PB no longer deserves my business. Thank you,********
Business Response
Date: 03/06/2025
Williams-Sonoma, **** is in receipt of this customer's complaint. We have reviewed our customers concerns and have reached out to our customer to help.

Sincerely,

Williams-Sonoma, ****
Initial Complaint
Date:02/27/2025
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 am filing this complaint regarding an issue with Williams-Sonoma concerning Order No. ************. I placed a return request, which was authorized by a chat agent who provided a prepaid return label. I shipped the item back, and Williams-Sonoma confirmed receipt on February 12, 2025.I was issued a refund via an eMerchandise card for $108.19 on February 23, 2025. However, the next morning, I received an email stating the card had been canceled, and upon checking, the balance was zero.I contacted customer service, who directed me to the editing department, but they said they couldnt help and sent me back to customer service. I spoke with ***, who submitted a request to have the eMerchandise card resent or a physical one issued.Two days later, nothing happened, so I called again on February 26, 2025, and spoke with ******, who escalated the issue to her manager. On February 27, 2025, she informed me they refused to process the refund due to alleged multiple unsuccessful deliveries in the past. When I asked for clarification, she claimed it was because I had returned items before, which I may have done for legitimate ********** is unacceptable that Williams-Sonoma authorized my return, received my item in its original sealed condition, issued a refundthen canceled it. Williams-Sonoma now has both their merchandise and my money, and it's a unique situation I would've never imagined to experience with such a big retailer.I request immediate action to reinstate my refund in the form of an issued eMerchandise card or a physical gift card.
Business Response
Date: 03/04/2025
Williams-Sonoma, **** is in receipt of this customer's complaint. We have reviewed our customers concerns regarding this order. We confirm our customer service department reached out to our customer regarding the issues relayed in this complaint on 02/27/2025. No further action is needed by our team as our customer has already been assisted by our customer service department. We consider this issue resolved.

Sincerely,

Williams-Sonoma, ****
Customer Answer
Date: 03/04/2025

Complaint: 23000770

I am rejecting this response because: I have already indicated that the customer service department has contacted me before I filed this complaint. They refused to provide full refund of my order and they also kept the returned merchandise. I can't understand how is that logical or acceptable and I want someone from the corporate office to reach out to me. You have authorized this return and all items were returned to you, so you should issue me a full refund in the form of an eMerchandise or physical gift card.

Sincerely,

***** Shoair
Business Response
Date: 03/10/2025
Williams-Sonoma, **** 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 our customer service department is handling the concern. No further action is needed by our team as this issue is being handled by our customer service department.

Sincerely,

Williams-Sonoma, ****
Customer Answer
Date: 03/13/2025

Complaint: 23000770

I am rejecting this response because:
I am beyond frustrated with Williams-Sonomas response to my complaint. They claim that their customer service department is handling the concern, yet they have never once contacted me by phone or email to provide any resolution. Meanwhile, I have repeatedly attempted to reach them by phone to check for updates, only to be met with representatives who have no idea what is happening and simply leave yet another note on my account.

This is completely unacceptable for a company of this size. Williams-Sonoma authorized a return for all items in my order, provided me with the return label, received the returned merchandise, and yet refuses to issue my refund or provide the items I originally purchased. Instead of addressing the issue, they are now falsely claiming that the matter has been handledwhen in reality, they have done nothing but stall and ignore their obligation.

This is not just poor customer service; this is outright theft. A company cannot take back merchandise, keep the money, and then dismiss legitimate complaints with vague, dismissive statements. I expect real action, not empty responses.

I urge the BBB to hold Williams-Sonoma accountable for their deceptive and unethical business practices.

Sincerely,

***** Shoair
Business Response
Date: 03/24/2025
Williams-Sonoma, **** 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 our customer service department handled the concern and the customer was advised we are unable to process a refund on this order. No further action is needed by our team as this issue was handled by our customer service department.

Sincerely,

Williams-Sonoma, ****
Customer Answer
Date: 03/25/2025

Complaint: 23000770

I am rejecting this response because: I guess this is not going anywhere, so I'll make my final statement. What the company has committed is called fraud. The company has authorized the return of my order and provided me a return label. All items have returned to the merchant in their original conditions. The merchant kept the item and refused to provide refund. There are similar complaints by customers on the ******************** website about the company refusing refund or replacement of items or making it difficult. Someday, there will be a lawsuit against the company for these wrong practices.

Sincerely,

***** Shoair
Business Response
Date: 03/26/2025
Williams-Sonoma, **** 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 our customer service department handled the concern and our customer was advised we are unable to process a refund on this order.

Sincerely,

Williams-Sonoma, ****
Customer Answer
Date: 03/27/2025

Complaint: 23000770

I am rejecting this response because: at this point, I dont think the company is willing to resolve this. Feel free to close red case showing that Im unsatisfied with the companys response and their fraudulent practices.

Sincerely,

***** Shoair

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This business has 1 alert

Complaints

Customer Complaints Summary

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