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

3,354 total complaints in the last 3 years.
662 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:07/22/2022
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.
Regarding existing order (#************) on 7/5/222 for $8,399.44. Before making this furniture order, I spoke to WS Home to confirm my items were in stock. I made the purchase and my credit card was instantly charged the $8,399.44. I was given a 2 week delivery window and during this time I noticed my order was not progressing, so I contacted WSHome and was told it is sitting at the ** distribution center. She explained from there it goes on a truck to ********* where their local delivery provider, Fideletone, then schedules my home delivery. She called the ** warehouse, but no one responded so she sent an email and said she would hear back from them in ***** hours. After no update three days later, I contacted WSHome again. This rep said no reply had been received. She also called the warehouse (10:30 EDT) and no one picked up the phone, so she said she would send an email to check when it would be transported to *********. She then said it takes **** business days to get a reply from the warehouse! How is that possible? Now I'm sitting in limbo at the mercy of a distribution warehouse who chooses not to communicate with its corporate partner, and meanwhile, I've paid $8,400 for furniture I have yet to receive. I ask that corporate step in to resolve this issue and fulfill my furniture delivery. I'm filing this complaint because it's the 2nd negative experience with the company in recent months. In June I placed an in stock furniture order with sister brand, West Elm that I subsequently cancelled due to the protracted wait time. It was an identical situation as my current WSHome order - numerous phone calls, no updates, but weeks after my delivery window, they were still unable to provide a delivery update and the order was still at the same ** warehouse. Utterly exasperated, I cx'd the order & purchased from competitor, *************** who delivered a stellar experience. Again, I ask corporate to resolve this issue, update me, & deliver my WSHome order asap.
Business Response
Date: 07/22/2022
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 further assist.
Sincerely,
Williams-Sonoma, ****
Initial Complaint
Date:07/21/2022
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.
Order # ************ I spend almost 10K and made purchase back in January however Ive been paying since January and just now in July 8th I received most of my items however they came damaged and they dont want to take responsibility and they pass my corset around from 1 representative to another and no one helps me! I call every day and every day is something different and I always have to explain my order situation every single time and no one helps me, Im beyond disappointed with this company and I have experienced similar situations with pottery barn and pottery barn kids and now west elm! They want you to spend the money and after you spend your hard earned money they dont care about fixing any issues.
Business Response
Date: 07/22/2022
Williams-Sonoma, **** is in receipt of this customer's complaint. We have reviewed the customers concerns, replacements have been issued and we are in contact to come to a resolution.

Sincerely,

Williams-Sonoma, ****
Initial Complaint
Date:07/21/2022
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 ordered two chairs and a coffee table from West Elm on 9/3/21. I received monthly emails regarding delivery status. Understanding the situation of what was going on with deliveries I knew it was going to take a while. After I didnt receive any information regarding the delivery date for February I started calling. I talked a gentleman and he told me he wasnt sure about delivery but my coffee table was canceled. No one notified me and stated he didnt know. I never got updated emails I would call after I tracked delivery. The date kept changing with no notice. I called them in May about the 16th delivery I spoke to a representative who said dont expect that delivery date. She said she guaranteed it would be there on May 26th. After no show and no call. I called and stayed on the phone for two hours trying to cancel my order. I paid payments through Affrim that they recommended totally over 3k. They assured me I would be getting my funds back in 5 to 10 business days. I waited no refund. I called again stayed on hold and back and forth about four hours. They would never let me talk to a supervisor. The representative would put me on hold and talk with the supervisor and then relay me what she said. One of the mangers from the ******* store tried helping me. Everyone I talked to understood my situation but couldnt do anything. I was finally secretly connected to a complaint supervisor. She made promises that have not been fulfilled. The check was supposed to be here in 3 to 5 business days. That email was sent to me on 7/9. Contacted her on two days ago and now she is waiting to hear from Affirm.
Business Response
Date: 07/21/2022
Williams-Sonoma, **** Is in receipt of this customer complaint. We have reviewed the customer concern.

As of today, we have reached out to our editing and processing department and advised them to reach out to Affirm.

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

Sincerely,

Williams-Sonoma, ***
Initial Complaint
Date:07/20/2022
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.
On April 1 I purchased a bathroom vanity from West Elm and was charged And was charged$1,716.70 on April 4th. I received part of the vanity in April and part in late May (with no communication about the delay). Unfortunately the delivery in May, the marble top of the vanity, was delivered cracked and unusable. I called to request replacement on May 22nd and was told none was available and the only option was to return the item for a refund. I was instructed to return all delivered items; after much delay with the companies pick up service the items were retrieved on June 16th. For over a month I have repeatedly been strung along by customer service and have received no refund. At this point I have spent countless hours attempting to resolve this on the phone and via email and West Elm has offered no solution.
Business Response
Date: 07/21/2022
Williams-Sonoma, **** is in receipt of this customer's complaint.We have reviewed our customers concerns and have issued a refund in the amount of $1,716.70 on 07/21/2022. This credit should reflect on customers credit card statement within 5 - 7 business days. We consider this issue to be resolved.

Sincerely,

Williams-Sonoma, ****
Initial Complaint
Date:07/20/2022
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.
I recently purchased several pieces of furniture totaling over $10k from West Elm online (order #32150241**** on 5/30/22 & #32158252**** on 6/7/22). I received email and text notifications from 'Ryder Last Mile' on 6/6 stating that all 3 items from order ending **** were ready to be scheduled for delivery. I contacted them on 6/21 and scheduled delivery on 8/11 for all 3 items (one of which was the 84" **************** Console). My west elm account shows that ALL 3 items went through the entire delivery process (e.g. Ordered > In Transit to ******************* > In Transit to *************** > Arrived at *************** > Ready to Schedule > Appointment Scheduled for 8/11). Yesterday I contacted Ryder to schedule delivery for items in order ending **** which had recently arrived. During this conversation I was told that they could not locate an order for the Media Console despite my online West Elm account showing it is still scheduled for delivery on 8/11. I have since contacted West Elm customer service several times and have been told conflicting information. Most associates confirmed that their system show all 3 items in order ending **** scheduled to be delivered on 8/11; however one associate stated that the console is still in fulfillment with expected delivery date to the warehouse on 8/24 (meaning an even later delivery to my home). Most recently I spoke with a supervisor in the escalations team who was unable to get in contact with Ryder to get clarification on status.I have been very understanding of the delays/issues West Elm is facing in regards to distribution, however, I am very dissatisfied with the lack of transparency, and often conflicting, information I have received regarding this order. I would like clarity on order status to confirm that the console will be delivered on 8/11, or that the order is in the process of being fulfilled in order of purchase (and not being pushed/considered a new order in terms of customer assignment/allocation).
Business Response
Date: 07/20/2022
Williams Sonoma, Inc. is in receipt of this customer's complaint. We have reviewed the customer's concerns. We have reviewed the customer's order # ************ and see that our warehouse has not confirmed the console has shipped to the delivery center. I have sent an update request to our warehouse. A member of our team will follow up with the customer directly. We consider this issue to be resolved.
Sincerely,
Williams Sonoma, Inc.
Customer Answer
Date: 07/21/2022

Complaint: 17594967

I am rejecting this response because:
My issue has not been resolved. West Elm has still not provided me with an updated status for the item in my order which I have paid for in full. In addition, there is conflicting information in their system. The email below states the warehouse has not confirmed that the item has been shipped to the delivery center. However, my account states that the item is scheduled for delivery on 8/11 (which implies that the item was at the delivery center at some point, otherwise, I would not have been able to schedule a delivery appointment). In addition, the delivery center (Ryder) has no record of the item/order. Note I have another order currently being fulfilled with West Elm. Part of that order is a bed which is on backorder. The delivery center has the order and their system reflects an accurate status that the they have not received the item yet. However, the order for the media console (which per the email below has the same status) cannot be found by Ryder. My concern is that the delivery center (Ryder) has no more had no record of the item (considering it was in their system a month ago). The order seems to have disappeared. I am requesting clarification on the current status of the order, and confirmation that Ryder is able to find/locate the order in their system to ensure proper delivery. Not 5-7 business days seems unreasonable for providing a simple update on the status for goods a customer has already paid for.
Thanks.
Symphone *****

Sincerely,

Symphone *****
Business Response
Date: 07/22/2022
Williams-Sonoma, **** is in receipt of this customer's ******************** rejection. We show that this is scheduled with Ryder for, 8/11. We will monitor progress to provide support.

Sincerely,

Williams-Sonoma, ****
Customer Answer
Date: 08/03/2022

Complaint: 17594967

I am rejecting this response because: their response is insufficient. Ive acknowledged that Williams and Sonomas Website shows deliver on 8/11 by Ryder. However, when speaking with Ryder they are unable to confirm this. In fact, Ryder representatives have been unable to locate the order at all. I would like for Williams & Sonoma to contact Ryder to confirm delivery and get clarification on the disconnect between their systems. I do not want Ryder to show up to my home on 8/11 with an incomplete delivery.

Sincerely,

Symphone *****
Initial Complaint
Date:07/20/2022
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.
Initial order placed for a mirror on 6/22/21 (order # ************). Mirror arrived broken and replacement sent. Replacement also arrived broken. I tried once again and received a 3rd mirror (replacement order # ************) that also arrived broken on 4/26/22. I promptly contacted Pottery barn customer service requesting a refund and was told to call ************ to request the refund as the token to access my credit card had expired. I then called that number and spoke with a Williams Sonoma representative on 5/5/22 and provided my PB credit card info to initiate the return and emailed the Williams Sonoma representative with a photo of the shattered mirror. I had still not received my refund by 6/17/22 and emailed the Williams Sonoma once again. She notified me that the return failed and that she was reaching out to leadership to troubleshoot the issue. I have emailed her 5 times since then and have received no response. I am extremely frustrated and angry at the lack of customer service and the lengths I am having to go through in order to receive my refund.
Business Response
Date: 07/20/2022
Williams-Sonoma, **** is in receipt of this customer's complaint.We have reviewed our customers concerns and have issued a refund in the amount of $306.98 on 07/05/2022 for the ****************** Mirror. This credit should reflect on customers credit card statement within 3-5 business days. We consider this issue to be resolved.

Sincerely,

Williams-Sonoma, ****
Customer Answer
Date: 07/21/2022

Complaint: 17593858

I am rejecting this response because:
This issue is absolutely NOT resolved. Pottery barn claims to have issued a refund to my credit card on 7/5/22. However, as of 7/21/22, I still have not received the refund. I just checked my PB credit card statement again and there was no credit issued (PB card ending in ****). The most recent activity on my card is a purchase for $435.07 posted on 6/17/22. My current balance is for that exact same amount, so a credit could not have been applied on 7/5/22 as Pottery Barn claims.

Sincerely,

*****************************
Business Response
Date: 07/22/2022
Williams-Sonoma, **** is in receipt of this customer's complaint. We have reviewed our customer's concerns, and our supervisor is working to resolve the issue with the refund. We will follow up with the customer as quickly as possible.
Sincerely,
Williams-Sonoma, ****
Customer Answer
Date: 07/29/2022
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:07/20/2022
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.
Ordered vanity January 2022, shipped three broken tops and one was completely missing when the truck arrived. Round after round of delays. Limited communication, promised to reimburse for troubles but has not to date. Keep getting pushed from one rep to another. Hold times when we do can in for updates are over 30+ mins and beyond an hour at times. Updates are dismal and lack information. Dates of next shipment keep getting pushed back. No end in sight and master bathroom unusable as we cannot install vanity without top. Order # ************. Have repeatedly asked company for actual updates and real support. Have had no luck with the exception of a single representative named ******* that we believe is trying her very best but may have limited access to actually help us solve this problem. Over a half a year since we paid in full for this product, and still nothing.
Business Response
Date: 07/20/2022
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 escalated to our delivery hub and logistics as well to track the current replacement in transit and provide an updated ETA of arrival. We have issued the 20% compensation on the order now due to the continued issues, the customer will see this in the next few business days to their account. We will get this resolved, and I will continue taking over ownership until successful delivery and resolution.
Sincerely,
Williams-Sonoma, ****
Initial Complaint
Date:07/19/2022
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 purchased a bedframe on March 10 which was eventually LOST during delivery after 4 months. A week after placing the order, I moved, so I called customer service immediately to change the delivery address. Since March, I called 10+ times to confirm the address change and to get status updates and got the following responses from agents.- March: *** address is properly updated on the WE end. ** just won't show on the customer UI.- April: *** previous agent only updated the customer service UI and never updated the delivery hub system. - April: *** address is now updated in the delivery hub system.- May: ** is being rerouted to *******.- June: ** is on the way and will arrive in 2-3 weeks. - July 8: *** bedframe is still in ********** and was never re-routed to *******. Agent recommended we cancel the order since there is no way to re-route it to ******* at this point and it will take months. I spent more than 20 hours calling the West Elm CS and waiting in the queue, only to get an INACCURATE update EVERY SINGLE TIME. On July 8, the customer service agent offered 20% off new bedframe order. However, I believe this amount does not compensate the time and energy I wasted on the lost bedframe for the past 4 months. Over the past few months, I purchased over $9000 worth of stuff from West Elm including this bedframe and their way of handling a lost piece of furniture definitely doesn't make sense.I would like to request the following:- 20% off the new bedframe order (as already offered)- Waived shipping cost ($259) for the new bedframe order - expedited shipping request for the new bedframe order
Business Response
Date: 07/20/2022
Williams-Sonoma, **** Is in receipt of this customer complaint. We have reviewed the customer concern.

The customer has been compensated for a new order. Advise customer upon delivery of new order and at that time we can discuss further compensation.

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

Sincerely,

Williams-Sonoma, ****
Customer Answer
Date: 07/21/2022

Complaint: 17592342

I am rejecting this response because: West Elm associate reached out with the discount of my new order, but I would need the replacement bedframe to be EXPEDITED from the current arrival timeline (expected to arrive in September).

Sincerely,

*****************
Business Response
Date: 07/22/2022
Williams-Sonoma, **** Is in receipt of this customer's complaint. We have reviewed the customer's concern. The customer was contacted by email on 07/21, and the bed frame cannot be expedited.

Sincerely,

Williams-Sonoma, ****
Customer Answer
Date: 07/29/2022
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:07/19/2022
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.
Misleading information and hold customers money for long time without providing any products. We ordered some furniture from west elm. All the furnitures were shown as in stock can be shipped right away. However it never arrive. It delivery date has been postponed for many times. I called the customer service they said actually some pieces of the furniture are backed ordered. They dont know when they will back in stock. But if we go back to check the website it still says in stock. The west elm just trying to lure customers in and take their money as their cash flow. They never provide any accurate information about the status of the items.
Business Response
Date: 07/20/2022
Williams-Sonoma, **** Is in receipt of this customer complaint. We have reviewed the customer concern.

The customer did not inform us of which order they are referring to, they have many. As of today, we have asked the customer to email us the order number in question for further assistance. Sincerely, Williams-Sonoma, ****
Initial Complaint
Date:07/19/2022
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 have had various issues with my orders from West Elm. To start, I have spent over $10,000 with this company and everything that can go wrong with an order has. Let me begin with my order placed on 5/29/2022. I was moving into a new home in a new city with zero furniture. I had specifically ordered furniture that was in stock ready to deliver with ample time to arrive to me before I was set to move in. The latest date of arrival was June 18th, 2022. I waited until the latest date it could be delivered to call West Elm. To my surprise, my order was never completed and all my items were now backordered. At this point I was moving into a home with no furniture. (Mind you I still have not received key items in this order yet). Additionally, I have had to call multiple times to receive any updates and every time the date is pushed back or no one seems to be able to find my order. I tried to play it cool and be understanding until I placed a new order with products that are ready and available to ship now. Well, to my surprise when my furniture was delivered it was missing hardware! So, naturally, I was told I will need to wait another ************************************************ stock and available to ship (which I chose on purpose). I asked how will I know that hardware will be provided with my next order? The response was as expected, well it should be. It is hard to not be extremely frustrated and dissatisfied as a customer and will be hard for me to recommend West Elm, Pottery Barn, Williams Sonoma, etc to any of my loved ones. At this point I am looking for more than a sorry this won't happen again, because sadly, it keeps happening.
Business Response
Date: 07/19/2022
Williams Sonoma, Inc. is in receipt of this customer's complaint. We have reviewed the customer's concerns. We have reviewed the customer's order #************ and see that this customer's Norre Dresser was declined due to missing hardware. This customer agreed to a replacement dresser which was issued on order ************ and is expected to arrive at this customer's local delivery center around 8/29. We will discuss compensation after the successful delivery of the replacement. A member of our team will follow up with the customer directly. We consider this issue to be resolved.
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.