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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

3,355 total complaints in the last 3 years.
661 complaints closed in the last 12 months.

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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:06/25/2025
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.
On or around April 17th, 2025, my Regional Manager, **** Laura ********* placed an order totaling $7,706.31 with West Elm for furniture with an expected delivery date between mid to late May.On April 27th, we realized the delivery address on the order was incorrect. I immediately contacted West Elm customer service and was told the address would be updated. However, a few weeks later, I received a delivery scheduling confirmation that still showed the wrong address.When I called again, I was informed that the shipping address had been changed to match the billing address on the credit card used for the purchasesomething we had not requested or authorized. I explained the error and was assured the address would be corrected.Over the following several weeks, I made multiple follow-up calls. Each time, I had to re-explain the situation, and each time I was told the address would be updated and that the order was being processed. At one point, I was informed the furniture had been delivered to an incorrect hub and needed to be relocated, which would take an additional 34 weeks before delivery could be rescheduled.After waiting the additional time, I contacted West Elm again and was told the items were ready for delivery and that the address had been corrected in their system. I scheduled delivery for June 9th and received a confirmation email with a delivery window of 9 AM12 PM.However, on June 5th, I was contacted by a representative named ******, who informed me that the furniture was still not at the correct hub and would not be delivered as ************ of today, June 25th, we are approaching July and still have no delivery, no confirmed resolution, and no follow-up from West Elm despite our repeated attempts to resolve this issue.Given the length of time, the significant amount of money involved, and the repeated communication failures, I am filing this complaint in hopes of finally receiving a resolution.
Business Response
Date: 07/01/2025
Williams-Sonoma, **** is in receipt of this customers complaint. This order is currently under further review with our logistics team. We will reach out to our customer upon completion.

Sincerely,

Williams-Sonoma, ****
Initial Complaint
Date:06/25/2025
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.
Order placed with Pottery Barn on 04/08/25 for 4 curtains, total $680.42. Charged by POTTERY BARN on 04/11/25 to my credit card. Contacted customer service after order not received on 05/31/25. Told that order delayed by VENDOR until 06/17/25. Contacted customer service again when not received and was told they would investigate but received no response as was promised. Apparently POTTERY BARN cancelled the order on 06/17/25 by contacting VENDOR. Contacted customer service again on 06/25/25 and advised VENDOR did not acknowledge cancellation so no reimbursement was processed. POTTERY BARN seems to take position that it is up to VENDOR and not them to do anything with my order including sending my money back. Still do not have curtains or my $680.42 dollars back and at this point would like my money back as soon as possible.
Business Response
Date: 07/01/2025
Williams-Sonoma, **** is in receipt of this customers complaint. We have reviewed our customers concerns and are working with our customer to provide a resolution. This order is currently under further review.

Sincerely,

Williams-Sonoma, ****

Customer Answer
Date: 07/02/2025

Complaint: 23516466

I am rejecting this response because: While I understand that Williams Sonoma/Pottery Barn may need a short time to check on my complaint, please follow up with them very soon as this appears to be just another delay effort. My order has been cancelled and I simply want refund of my money.

Sincerely,

******* ******
Business Response
Date: 07/07/2025
Williams-Sonoma, **** is in receipt of this customers complaint. We have processed a return for a refund and consider this matter to be resolved.

Sincerely,

Williams-Sonoma, ****
Customer Answer
Date: 07/09/2025
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:06/23/2025
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 received a $179 + tax PotteryBarn registry gift on September 7th, 2023, and used it lightly under normal household conditions. Despite that, it showed visible rust within two years - a manufacturing defect, not typical wear for a product of this quality and price.When I contacted customer service, I promptly provided both the order number, but was told they only "service orders up to a year" and my claim was instantly denied, without any request for photos, inspection, or a solution.Rust under minimal use is not acceptable. While PotteryBarn may not officially warrant all products long-term, their rigid 1-year cutoff ignores clear quality failures on registry items ************************** . What I am asking for ;;-A full exchange of the defective item, or -Store credit equal to the full purchase value -No partial credit or steep discount the product failed before expected.I'm not seeking an apologyjust a fair resolution that reflects the item's premature failure under normal use. Ive followed their process, provided all the requested info, and yet was shut down.I hope BBBs intervention leads to a reasonable remedy: an exchange or full credit, honoring what registry service should really mean. I've blocked out the sender information for their privacy and would prefer they not be contacted. Please contact only my email personal email and not the person who sent the gift. If you need any other information I would be happy to provide more. Thank you.
Business Response
Date: 06/24/2025
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 department as our customer is already being assisted by our customer service department.

Sincerely,

Williams-Sonoma, ****
Customer Answer
Date: 06/24/2025

Complaint: 23507477

I am rejecting this response because:
Their team is currently not "handling" this as I have yet to receive any further communication since the initial support I reached out for (see screenshots from yesterday). Are they able to let me know when they will be following up with me? What will their solution be for this matter? Thank you.

Sincerely,

******* *******
Business Response
Date: 07/01/2025
Williams-Sonoma, **** is in receipt of this customers complaint. We confirm that a member of our customer service team has addressed our customers concerns. This order was delivered in 2023, and we are unable to take further action. We consider this matter resolved.

Sincerely,

Williams-Sonoma, ****
Initial Complaint
Date:06/23/2025
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 brand new hypoallergenic comforter at the Pottery Barn ****************** store earlier this year. A mere 4 months following the purchase, the loose fill inside the comforter has shifted throughout the baffle boxes and is leaking throughout the room. Normal fluffing was proving each week as recommended by the ** at the time of purchase. Comforter was never washed or dry cleaned. This item is now unusable; both the store and Pottery Barn customer service are flat out refusing to provide any support as bedding is essentially considered a final sale. I have essentially been asked to accept the substandard quality of their product less than 6 months after purchase.
Business Response
Date: 06/23/2025
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 help.

Sincerely,

Williams-Sonoma, Inc.
Initial Complaint
Date:06/22/2025
Type:Sales and Advertising 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 bath mat from pottery barn only for the item to be fading/changing color within 2 months of receiving the item. The item has NOT been washed or bleached so there is no reason the should be changing color. Pottery barn refuses to issue a refund to my original form of payment because its is past the return window, however, they had previously recommended I purchase a different color when the same issue was happening to a similar product I purchased from them. They will only issue a refund in the form of a gift card even though I have no interest in purchasing another item from them.
Business Response
Date: 06/24/2025
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 department as our customer is already being assisted by our customer service department.

Sincerely,

Williams-Sonoma, ****
Customer Answer
Date: 06/24/2025

Complaint: 23502992

I am rejecting this response because: the company refuses to issue a refund in its original form of payment.

Sincerely,

**** *******
Business Response
Date: 07/01/2025
Williams-Sonoma, **** is in receipt of this customers complaint. We have reviewed our customers concerns and processed an updated return with a refund to the original payment upon receipt. We reached out to our customer directly to inform them of this and have not heard back. A pre-paid shipping label was sent to the email address on file. We will continue to monitor this order until fully resolved.

Sincerely,

Williams-Sonoma, ****
Initial Complaint
Date:06/20/2025
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.
On June 20th at approximately 4:00 at the west elm outlet store in *********, ************** my two children were struck by a piece of falling furniture inside the store. The small children were completely covered and trapped by the piece of 80lb wood sharp edge piece of furniture. The toy chest was stacked with the lid open on another of the same item creating a 4ft approximately tower of peg leg furniture. The piece was stuffed with stuffed animals attracting children. The piece then fell on top Of my kids causing mental and physical pain. My son was trapped underneath and his leg was stuck under the piece. My daughter was struck also as it fell on to her leg. There was no response from employees until I was heard asking for help. There were no comments, no compassion. No help until I made it obvious I couldnt pull It off by myself (7 months pregnant). Two employees walked over and just stared at us. There was no response until I asked for contact information to follow up for medical care. There were atleast 6 employees in the store just staring at us. They scattered and didnt even offer first aid or towels or anything for a tearful and scared 4 year old. The level of incompetence and lack of common sense surrounding furniture is highly concerning especially in an area attracting children.
Business Response
Date: 06/23/2025
Williams-Sonoma, Inc. is in receipt of this
customer’s complaint. We have reviewed our customers’ concerns and confirm this
claim is being addressed.

Sincerely,

Williams-Sonoma, Inc.
Initial Complaint
Date:06/20/2025
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I bought 2 bureaus online from Pottery Barn last December 2024 and have not received them. They tell me theres only one day each month that they can do the delivery, so Im given the day and I write it on my calendar. That day comes and goes, with no bureaus delivered. This happens again and again, month after month. When I call to complain that my bureaus werent delivered, they tell me that I never had a delivery date to begin with. At this point, Ive been waiting for a call to schedule a delivery date, but its been 10 days and I havent heard anything. I was told I would get a call in 3-5 days, and that was June 10th. At one point, I was told that my bureaus were in a warehouse in ******, ** and have been there since January. I have been told the last couple times that my case is being expedited. My credit card was charged almost $4000 6 months ago for the furnure and shipping charges. I have 2 order numbers for the two bureaus: ************ and ************. At this point, I want the bureaus delivered and a reduction in my costs. Pottery Barn has held my money for 6 months and I have nothing in return.I wrote certified letters to the Pottery Barn President, and to Williams-Sonomas CEO and Quality Manager, which would have been delivered 6/17, and I have heard nothing back.
Business Response
Date: 06/23/2025
Williams-Sonoma, Inc. is in receipt of this
customer’s complaint. We have reviewed our customers’ concerns and have
requested that our customer be contacted for delivery.

Sincerely,

Williams-Sonoma, Inc.
Customer Answer
Date: 06/24/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 23499353, and am awaiting a call, text, or email to schedule deliver.

Sincerely,

Monica White
Initial Complaint
Date:06/20/2025
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.
On 3/17/25 I purchased the ***** Outdoor Rectangle Dining Table (order #************) and ***** Outdoor Dining Bench online, both of which were delivered to my house on 5/2/25. The website listing for the ***** table states the table's "...hand polished, versatile surface is equally at home indoors or outdoors." and it's "...the perfect piece to gather 'round any time of year." The photo of the table shows it in use outdoors, with multiple decorative items including glass candles, bowls, trays and other decorative items on top. The table was purchased to use on a corner of our outdoor deck, close to the house and with a large outdoor umbrella overhead. Shortly after delivery, we put a decorative candle (similar to that pictured on the website) and two smaller candles on the table top. At all times thereafter, the outdoor umbrella was left open which covered all but a small corner of the table. About two weeks later, we discovered that the decorative candles left three separate discoloration marks in the finish on the middle of the table. Note that the candles were never lit or used while on the table, and we followed all of the item's care instructions. The discoloration marks occurred in the middle of the table which was covered by the open umbrella, and did not have contact with excessive moisture. To the contrary, it appears that the discoloration may have been caused by a small amount of moisture from condensation that was trapped under the decorative candles. In fact, the small corner area of the table that was exposed to the weather does not have any discoloration or damage. Based on the damage that we have experienced due to normal use as an outdoor dining table, the table is not fit for its purpose as advertised and I am requesting a full refund for the cost of the table, tax, and shipping. I contacted West Elm via phone on 5/29 and was given an email address for a supervisor. I emailed that contact on 6/17, and have not received any sort of response.
Business Response
Date: 06/24/2025
Williams-Sonoma, Inc. is in receipt of this customer’s
complaint. We have reviewed our customers’ concerns and confirm this complaint
is under further review.

Sincerely,

Williams-Sonoma, Inc.
Initial Complaint
Date:06/20/2025
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.
On July 10th, 2024 I ordered $5395 worth of furniture from West Elm (Paid in full at the time of order). This order comprised of 1 sofa, two chairs, and two ottomans. At the time to the order the sofa was due to arrive in mid August and the chairs/ottoman in November of 2024. In August, the sofa arrived with a perfect delivery. In November the chairs were delivered to the house but the hardware for the base of one of the chairs was missing. The delivery service was unable to assemble one of the two chairs. I noted the delivery as incomplete and spent a week across multiple phone calls working with West Elm to order new hardware for the chair. The earliest date available for new hardware was March of 2025. At this time it was noted that both ottoman bases were not level to the floor and wobbled. I was assured by customer service that ******************** would "make it right" and offer compensation for the trouble, but compensation amounts could not be discussed until delivery was complete. In March I received an email noting that the delivery of the hardware was delayed and would now not arrive until July or August. I reached out to West Elm again to confirm the delay and reconfirm that there would be compensation at the end of this year long journey. I was assured there would be and West Elm would be generous in the effort to "make it right". The hardware was finally delivered on June 16th. I reached out to West Elm to discuss the compensation and was told the best they could do was issue store credit in the amount of $150 - $200. Given our experience, I would not feel comfortable spending more money with West Elm and was under the impression that a partial refund would occur, not store credit. I have reached out to their customer service via email multiple times with no response. All calls result in the same response that store credit is all they can offer. I simply want a refund commiserate with my experience.
Business Response
Date: 06/24/2025
Williams-Sonoma, Inc. is in receipt of this customer’s
complaint. We have reviewed our customers’ concerns regarding this order. We confirm
our customer has been contacted by our corporate department and that department
is owning this customer’s order. No further action is needed by our department
as our corporate partners are already addressing this concern for our
customer.

Sincerely,

Williams-Sonoma, Inc.
Initial Complaint
Date:06/20/2025
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 checked Williams Sonoma website for an item and it said in stock at the Cincinnati store and on sale. All-Clad D3 10 Piece Kitchenware Set.Get to the store and they dont have it but say they can order it. They also say they cant accept cash and insist I need to buy a gift card to make the purchase.I'm told the item will arrive in a few days. A few days later, I am advised that the item will not arrive for at least six weeks.I asked "customer service" to cancel and for my cash to be refunded and was told that was impossible because I bought the item on a gift card.!? They also said they were "separate" from the store.On 6/18/25, I contacted the store, and their solution? Refund to the gift card and buy something more expensive that they actually do have in the store.I gave up and bought the more expensive item, another $107.Textbook bait and switch.
Business Response
Date: 06/23/2025
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 help.

Sincerely,

Williams-Sonoma, Inc.

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This business has 1 alert

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