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Business Profile

Home Accessories

Williams Sonoma, Inc.

This business is NOT BBB Accredited.

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This business has 1 alert

Complaints

This profile includes complaints for Williams Sonoma, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

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Williams Sonoma, Inc. has 197 locations, listed below.

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    Customer Complaints Summary

    • 3,355 total complaints in the last 3 years.
    • 661 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:06/19/2025

      Type:Delivery Issues
      Status:
      Answered
      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 out as a guest for order ************ it was delivered to an address that was defaulted on my apple pay despite going back and entering another address reached out on june 19 2025. ** was unable to support. either reroute the item or delivery to correct address

      Business Response

      Date: 06/24/2025

      Williams-Sonoma, **** is in receipt of this customers complaint. We have reviewed our customers concerns and confirm this complaint is under further review.

      Sincerely,

      Williams-Sonoma, **** 

      Customer Answer

      Date: 06/24/2025

       
      Complaint: 23493093

      I am rejecting this response because:

      i will accept once the issue is resolved 

      Sincerely,

      ***** Alousi

      Business Response

      Date: 06/29/2025

      Williams-Sonoma, **** is in receipt of this customers complaint. We have reviewed our customers concerns and issued a refund. A member of leadership has reached out to the customer to advise them of this and offer additional assistance.  

      Sincerely, 
      Williams-Sonoma, **** 

    • Initial Complaint

      Date:06/18/2025

      Type:Delivery Issues
      Status:
      Answered
      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.
      The last 3 times I've ordered from the company, I've had issues. I first ordered a backpack ($54) that was to be embroidered, and it came with the stitching all messed up. I had to return that one and get a replacement. Second order I ordered an easter basket and liner ($45 for liner) for my daughter. All arriving well before Easter. No mention of backorder, etc. Then shortly after placing the order I get a notice that it's delayed/backordered, but still arriving in time. I live chatted and they said it's not scheduled to arrive until September 2025 (the order was in march of 2025). They had to refund and then I had to order something new and pay for it and shipping again. Most recently, I ordered a shower curtain ($50). It got "lost" however *** clearly said it was sent out without a shipping label and was shipped back to the sender. Then a new shipping label was created and it was "lost" again....so I've waited a month on something that should have arrived in a few days. I live chatted today and asked for a replacement to overnighted and they said they couldn't do that and wouldn't direct me to a supervisor because they all are considered active supervisors in chats. A quick reddit search and you'll find this is happening with furniture and large items (much less a shower curtain). But it's ridiculous that all 3 of my recent interactions with this company have been so poor, and nobody seems to care enough to go above and beyond. I'd like to be refunded for all 3 items. At the very least still receive the shower curtain at no cost to me. We had to place a new shower curtain order (replacement), and I'm just hoping it eventually makes it at this point. There is an open *** claim currently for the shower curtain. shipping attached.

      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 the new replacement
      order for the shower curtain has been delivered. We confirm the new replacement order for the backpack was delivered. We confirm the order for the basket liner was
      cancelled and was not charged.

      Sincerely,

      Williams-Sonoma, Inc. 

    • Initial Complaint

      Date:06/18/2025

      Type:Delivery Issues
      Status:
      Resolved
      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 keep receiving emails from Pottery Barn about purchasing items in my cart. I have deleted any items in my cart and I still keep receiving these emails. I have reduced the amount of emails I receive to every 90 days and I am still receiving these emails about my cart. Help....this needs to stop! This is aggravating, not helpful at this time. Thank You!

      Business Response

      Date: 06/23/2025

      Williams-Sonoma, Inc. is in receipt of this customer’s
      complaint. We have reviewed our customers’ concerns and requested our customer
      to be unsubscribed from our email list with the information provided in this
      complaint.

      Sincerely,

      Williams-Sonoma, Inc. 

      Customer Answer

      Date: 06/23/2025

      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID 23485459, and find that this resolution is satisfactory to me.



      Sincerely,



      Grace Tesoriero

    • Initial Complaint

      Date:06/17/2025

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I placed an order on June 9, 2025. Order number #************. I have been watching these items for weeks. The prices have remained the same. On June 6th, the Pottery Barn website advertised an ADDITIONAL 20% off clearance items. The items DID NOT change in price. The prices remained the same, and it stated the discount was reflected in the price. When the "sale" ended, the prices, once again remained the same .. without the discount. Today, I see they are advertising an ADDITIONAL 20% off BUT the prices are the same exact prices AGAIN! It is a false advertisement because these prices have remained consistent for the past month, but Pottery Barn continues to advertise the sale! There isn't a sale!

      Business Response

      Date: 06/17/2025

      Williams-Sonoma, Inc. is in receipt of this customer's
      complaint. We have reviewed our customers’ concerns and have reviewed this
      order for our customer. We confirm the sale price paid is correct on this
      order.

      Sincerely,

      Williams-Sonoma, Inc. 

    • Initial Complaint

      Date:06/16/2025

      Type:Product Issues
      Status:
      Answered
      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 ordered a ton of furiture from West Elm, 60% of which showed up damaged. After waiting 6+ months to get it delivered. We fought with them on some sort of refund and replacement. Had to wait another 3 months to get replacements because some of the furniture was completely broken and unable to be used. We went back and forth with them, all to be told "we will get back to you". We never ended up hearing back and now they are saying that this is "too old" to have ANY compensation. This is a **** of a company. They treat their customers terribly and put you through the ring-around just exhaust you. We waited for a call back or something for months just to reach out to them again to tell me we get nothing. We are looking for a refund or store credit.

      Business Response

      Date: 06/17/2025

      Williams-Sonoma, Inc. is in receipt of this
      customer's complaint. We have reviewed our customers’ concerns regarding this
      order. We confirm our customer 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, Inc. 

      Customer Answer

      Date: 06/18/2025

       

      Complaint: 23475690



      I am rejecting this response because: I was told by your customer service department the other day and they told me there is nothing they can do. When previously they said 10% and I asked for 20% and they told me over and over again that they were waiting on approval for that and we never heard back. This is not being handled by customer service, which is why I turned to the BBB. 

      With how big Williams Sonoma is, and how much business they do, $850 or $1700 feels like it really shouldn’t be a big deal. This was a nightmare of a process and the fact that we can’t get any compensation for furniture showing up completely broken is ridiculous. I’ll take the money as a refund or as a gift card. Please do your part to make this right. 



      Sincerely,



      Ellie Roach

      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. 

      Customer Answer

      Date: 06/24/2025

       

      Complaint: 23475690



      I am rejecting this response because: Until I see some sort of contact from them, I will not accept this response. Please have someone from Williams Sonoma customer service dept reach out via email: [email protected]. Once this communication has started, I will accept the BBB response. But until then, we are going to keep going back and forth until we have direct communication.  



      Sincerely,



      Ellie Roach

    • Initial Complaint

      Date:06/15/2025

      Type:Product Issues
      Status:
      Resolved
      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 The quality of this chair is terrible, After sitting in only several times, they are ready to be thrown out or donated to good will.I dont expect a refund but would at least like store credit i can use on other items.They chairs looked fine upon arrival. I believe this chair is second quality and notice there is a never ending supply on sale/ Customers must be returning the chairs on droves.

      Business Response

      Date: 06/17/2025

      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 process a return.  

      Sincerely,

      Williams-Sonoma,Inc. 

      Customer Answer

      Date: 06/19/2025

      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:06/14/2025

      Type:Product Issues
      Status:
      Answered
      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 November 16, 2023, I placed an online order with Pottery Barn Kids for a ****************** Recliner in Performance Heathered Basketweave, Alabaster White. The total cost was $2,287, including tax and delivery. The chair was delivered in December 2023 and was purchased for use in a nursery.The chair was marketed as a premium, durable product, and I expected it to last for several years given the price and intended use. However, around May 2025, approximately 18 months after delivery, the base of the chair snapped under normal nursery use. This made the chair unsafe and unusable.I contacted Pottery Barn Kids customer service to request a resolution. I was told the item was out of warranty and that no replacement parts were available. Instead, they offered me 25 percent off the purchase of a new chair. I do not believe this offer is appropriate for a product at this price point that failed in such a short time, particularly one sold for nursery use where safety and quality should be guaranteed.I am seeking a resolution that reflects the quality promised at the time of sale. Ideally, I would like a full refund or a replacement chair. If a repair is possible, I would expect Pottery Barn Kids to coordinate and cover the full cost of that process, as I have no way to manage that independently.Thank you for your help in resolving this issue.

      Business Response

      Date: 06/18/2025

      Williams-Sonoma, Inc. is in receipt of this customer's complaint. We have reviewed our customers’ concerns regarding this order. We confirm our customer 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, Inc. 

      Customer Answer

      Date: 06/19/2025

       

      Complaint: 23469647



      I am rejecting this response because:

      I do not find the response from Williams-Sonoma satisfactory.

      Their message simply states that I am being “assisted” by customer service, but does not acknowledge or address the core issue:

      I received a defective $2,287 nursery chair that broke in under 18 months. I was offered only 25% off a new chair, despite the fact that no repairs or parts are available, and the product is now unsafe and unusable.

      This is not a fair or appropriate resolution for a product marketed as high-quality and intended for nursery use.

      I am still seeking either a full refund, a replacement chair of equal value, or a repair organized and paid for by Pottery Barn Kids/Williams-Sonoma.

      Simply saying the case is “with customer service” does not resolve anything. I respectfully ask that the BBB continue mediation to help reach a meaningful resolution.



      Sincerely,



      Eamonn Armstrong

      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 we have reached
      out to our customer to help.

      Sincerely,

      Williams-Sonoma, Inc. 

      Customer Answer

      Date: 06/26/2025

       

      Complaint: 23469647



      I am rejecting this response because:

      This issue remains unresolved and I’m still waiting on a decision - when asking for an update the response from CS was:

      “I am very sorry, I do not yet show there is an update noted from management on an approval for this. I do see the previous agent has noted they will be following up with you once there is a response to that request.”


      When asked for a timeline, the response was:
      ”I am very sorry, I do not show a timeline noted regarding when to expect a response to that request, just that the previous agent you have been in contact with will be following up with you once there is a response.”

      Therefore I do not see this as being resolved  

      Sincerely,



      Eamonn Armstrong

    • Initial Complaint

      Date:06/13/2025

      Type:Billing Issues
      Status:
      Answered
      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 November 6, 2024, I made a $17,444.48 purchase at Pottery Barn using my *********** Pottery Barn credit card, expecting to receive the advertised 12-month promotional financing (0% interest with 12 equal monthly payments on purchases over $750). This promotion was clearly communicated on Pottery Barn's website and in-store.I later discovered that the promotion was not applied. I contacted both Pottery Barn and *********** multiple times. In September 2024, I called to have this corrected, and followed ***********s direction to open a new account, believing the promo would be applied properly. Despite this, I received a denial letter from *********** on June 2, 2025 (Case #***************).After extensive follow-up, Pottery Barn has now acknowledged a failure in submitting the promotional financing ticket. A concierge manager has reviewed the original recorded call from September and confirmed that Pottery Barn stated they could apply the promo but did not properly do so.I have since paid over $5,400 (and rising) in interest and fees as a result of this misapplication and am requesting that Pottery Barn now follow through with submitting the proper correction to *********** so the promotional financing terms can be applied retroactively.

      Business Response

      Date: 06/18/2025

      Williams-Sonoma, Inc. is in receipt of this customer’s
      complaint. We have reviewed our customers’ concerns regarding this order. We
      confirm this is a Concierge order and have relayed our customers’ complaint to the
      appropriate department for further assistance. No further action will be taken
      by our department, as leadership is already addressing this concern for our
      customer.

      Sincerely,

      Williams-Sonoma, Inc. 

      Customer Answer

      Date: 06/19/2025

       

      Complaint: 23464471



      I am rejecting this response because:

      I would like to formally state that this issue remains unresolved, and the explanation provided is insufficient.

      While I understand the order was classified as a Concierge order, the issue is not about order fulfillment; it is about the failure to apply the advertised 12-month promotional financing, which has resulted in over $5,400 in interest and fees being incorrectly charged to me.

      I spoke directly with multiple Concierge representatives, including a manager named Brooke, who acknowledged the mistake: Pottery Barn did not properly submit the ticket needed to activate the promotion on the backend. She also confirmed that the issue was escalated internally, but that she could not guarantee a resolution despite recognizing the error.

      I’ve provided Capital One’s written denial, the original order information, and confirmations of my complaints filed with the Consumer Financial Protection Bureau, the Florida Attorney General’s office, and the Better Business Bureau.

      Simply stating that the complaint has been “relayed” with no further action by Williams-Sonoma is not acceptable. The error originated on your end, and I am requesting:

      That the promotional financing be applied retroactively
      That all interest and fees incurred due to this internal failure be refunded
      That I receive written confirmation once the correction has been made

      I remain open to resolution through this channel but will continue to escalate this matter through formal regulatory and legal avenues if not resolved in good faith.

      Sincerely,
      James Wentworth

      Business Response

      Date: 06/24/2025

      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 this is a Concierge order and have
      relayed our customers’ complaint to our Concierge department. No further action is needed by our department, as leadership in our
      Concierge department is already addressing this concern for our customer.

      Sincerely,

      Williams-Sonoma, Inc. 

      Customer Answer

      Date: 06/24/2025

       

      Complaint: 23464471



      I am rejecting this response because:

      The response from Williams-Sonoma is not satisfactory and does not resolve the issue. While they acknowledge this is a Concierge order and claim the matter was relayed to the appropriate department, no resolution has been provided and no updates have been received since our last conversation on June 13, 2025.


      I have not been contacted by their Concierge leadership team since that call, and I’ve received no timeline, confirmation, or plan for correcting the underlying issue. This complaint is not about the order itself — it is about the failure to properly apply the 12-month promotional financing, which has caused me over $5,400 in interest and penalty charges due to internal mishandling acknowledged by their own agents.


      I have now submitted formal complaints to the Consumer Financial Protection Bureau and the Florida Attorney General’s Office and will escalate further if needed. I am requesting a written resolution that:
      1) Retroactively applies the 12-month zero-interest financing
      2) Removes or refunds the interest and fees caused by this error
      3) Confirms the ticket was correctly submitted and resolved by the appropriate team

      I’m still open to resolving this through this channel, but the business has not acted in good faith nor closed the loop with the customer, and I ask that the complaint remain open until a full resolution is received.



      Sincerely,



      James Wentworth

    • Initial Complaint

      Date:06/12/2025

      Type:Product Issues
      Status:
      Answered
      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 ***** dollars worth of furniture in August of 2025. I have yet to receive all of their furniture as they keep arriving damaged. I have reached out to customer service multiple times (5 to be exact) and each time Im told they will fix it. This last time I asked for someone who can actually help to reach out to discuss my experience and Im told that they are not authorized to reach out to customers- if they cant take 15 minutes to call me, I just want a refund. In addition, I was asked if I wanted to save money by getting a credit card which I did and they didnt protect my information and some tried to steal my identity and take out another card. Im still disputing that as well. They can look up all my information as the customer support team took notes and their calls are recorded for training purposes.This is the Salem NH store but its really corporate.

      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:06/11/2025

      Type:Product Issues
      Status:
      Answered
      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.
      Pottery barn keeps canceling my orders. Only one went through. And when I call I get no answers to why. All of my billing is correct and I just placed a successful order a few weeks ago so this makes no sense. I am new to pottery barn but this is a complete turn off. I cant drive to the store to buy, its too far away. Please help me figure out why my order keeps getting canceled. And no, its not a billing discrepancy. Thank you.

      Business Response

      Date: 06/18/2025

      Williams-Sonoma, Inc. is in receipt of this customer's
      complaint. We have reviewed our customers’ concerns and confirm the billing
      information used on order needs to match the payment billing information for order
      processing.  

      Sincerely,

      Williams-Sonoma, Inc. 

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

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