Complaints

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

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• 

  Williams Sonoma, Inc.

  3250 Van Ness Ave San Francisco, CA 94109-1012

• 

  Williams-sonoma Store 284

  70 Village Sq Baltimore, MD 21210-1610

• 

  Williams Sonoma

  7875 Montgomery Road Space 2123 Cincinnati, OH 45236

• 

  Williams Sonoma, Inc.

  7 Backus Ave Danbury, CT 06810

• 

  Williams-Sonoma Stores, Inc.

  1001 Bishop Street 1001 Bishop Street, #1600 Honolulu, HI 96813

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:07/19/2022

  Type:Billing 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: ************ Order Date: July **************************************** Vin Dutch Oven, 5 3/4-Qt., Basil #******* QTY: 1 $115.99 Discount applied Item was advertised as sale with applicable discount. Only this color was marked as on-sale on the website with an additional discount advertised for any item that ended in .99 as final sale with additional discount. I placed an order and the amount was charged to my credit card. I was notified 9 DAYS later that this was a pricing error and that my order was cancelled with alternative colors offered at full price at $370 $390, more than twice the advertised price at initial purchase. When I reached out to customer service to inquire if they would honor the sale price for the same item from the brand but in an available color, I was informed that it was a pricing error and that they would not honor the price and would have to be purchased at full price.

  Business Response

  Date: 07/20/2022

  Williams-Sonoma, **** is in receipt of this customer's complaint. We have reviewed the customers concerns and have reviewed that the customer was provided details of the pricing error and that our policy advised we could not honor the incorrect pricing on a new order. Sincerely, Williams-Sonoma, ****

  Customer Answer

  Date: 07/25/2022

  
  Complaint: 17590871
  
  I am rejecting this response because:
  The likelihood of a single error in pricing is slim as is, but the likelihood of a pricing error with an additional final sale error seems far less likely. 
  
  Additionally, the item has been pulled from the website to further deny fulfillment of the purchase agreement. 
  
  This is to say that ******* Sonoma not only contends that it mispriced a single color out of 4 available options on the item page, advertised the pricing error, made the mispriced item eligible for final sale discount, allowed the purchase to the rescind it and then remove said item availability entirely from its website. 
  
  This is far from a simple pricing error that ******* Sonoma is reporting but shows not only intent by the business to mislead buyers, whereby the business advertises not only a sale but an additional discount, but additionally demonstrates an disingenuous offer to sell a product that ******* Sonoma never actually intend to fulfill. The business has then wiped the item from its website and stores to double down on not having to fulfill the purchase at the advertised and purchased amount demonstrating an deliberate attempt to conceal said product from consumers who purchased the item in good faith.
  at best this is bait and switch advertising, at worst it constitutes as a loss-leader sale. Both of which are grounds for legal action on the grounds of fraud and possibly violation of the Consumer Fraud and Deceptive Business Practices Act.
  I have been a faithful customer of ******* ******************** for many many many years and I am asking for ******* Sonoma to honor my purchase made in good faith and to fulfill the purchasing agreement. I eagerly await your reply and hope for an amicable solution to both parties and continue my good relationship with ******* Sonoma.
  
  Sincerely,
  
  ******* Finales

  Business Response

  Date: 07/26/2022

  Williams-Sonoma, **** is in receipt of this customer's complaint. We have reviewed the customer's concerns, and the order is canceled due to a pricing error. Unfortunately, the order cannot be reinstated, and a price adjustment is unfeasible. 

  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 purchased a bed from Pottery Barn Teen. It was never delivered, and it has been over 8 months with no update. Ive contacted them by phone 1x and by email 3x. Each time the update is its expected to come in a few days. They have escalated to shipping, but still no follow up or updates. Ive asked for a refund, but get no direct answer to that question.

  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 although this customer has been charged and their order has shipped, we have not received confirmation the order has arrived at this customer's local delivery center. We will reach out to the delivery center for any update. A member of our team will follow up with the customer directly. We consider this issue to be resolved.
  Sincerely,
  Williams Sonoma, Inc.

• Initial Complaint

  Date:07/19/2022

  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.

  On December 3, 2021, I purchased the Parkmore Extending Dining Table (item#*******) from Pottery Barn (PB) for $1,199 (the full order cost including sales tax and delivery was $1,534.88 -not yet charged) This was a holiday sale. Shortly after ordering, I was notified that the item was on backorder, and should be arriving in March 2022. This was okay with me. I subsequently used PB's complimentary design services to identify and purchase (Approximately $2,800 in a separate order) five dining chairs and a dining bench to accompany the table referenced above. That order had its own challenges and delays that have now been resolved. As I continued to wait for the table's date, every few weeks the anticipated delivery date in PB's online order tracking continued to push further and further away (Jun, then Sept, then Oct, and now Nov-Dec 2022. A few weeks ago I received an email that my order was being cancelled due to the item no longer being available. I immediately called PB and they informed me that they had had the base of the table in stock, but that there was a backorder for the top of the table, but no accompanying purchase order - which means that the order will never be fulfilled. Upon giving me this news, they told me they would cancel my order and either return the accompanying items, or sell me a different table at a 10% discount. This resolution was unacceptable. The items i purchased are items I chose, wanted, and need to furnish a property that is several hours away from my home. I will not go and remove the items that have already been in use because of PB's error. I have conveyed via phone and email to various reps that the only viable resolution is for PB to sell me the closest equivalent table they offer and match the price we agreed to in my initial purchase. In this instance that is the ****** inch Benchwright Extending Dining table. This item is currently $2,299 and they will only offer 25% off, which leaves me at ~ a $500 deficit ($2,086 total).

  Business Response

  Date: 07/19/2022

  Williams-Sonoma, **** is in receipt of this customer's complaint. We have reviewed the customers concerns and will reach out to the customer to review alternative options for table that has been discontinued.  
  
  
  Sincerely,
  Williams-Sonoma, ****

• Initial Complaint

  Date:07/19/2022

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order back on 2/14/22, Order WO01400860 for cabinet hardware and was informed at the time that it would ship in early April. Okay, that's fine. In the meantime, most of the order had been received except for 5 hardware pulls - it was partially filled. In April I got an email that it was it rescheduled to 5/15. On 6/12 after no email communication had been received I reached out to **************** inquiring when it would ship. **************** provided me a new Order number: SO01492422, and said it would ship in **** business days. On 7/12 I had to reach out again because it did not ship and was told the Warehouse would provide an update. No response. On 7/16 I reached out again and again no response and now here I am filing a complaint. I just want the items that I paid for and ordered over 5 months ago as it's holding up our remodeling project.

  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 is a Rejuvenation order. We have forwarded this information to the Rejuvenation Team. A member of the team will follow up with the customer directly. We consider this issue to be resolved.
  Sincerely,
  Williams Sonoma, Inc.

  Customer Answer

  Date: 07/22/2022

  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.  Very helpful and was able to find a resolution once the appropriate person contacted me.  Thank you so much.
  
  Sincerely,
  
  *************************************

• Initial Complaint

  Date:07/19/2022

  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.

  This complaint regards not being issued a refund that the company agreed to issue. In 2019 we purchased several pieces of outdoor furniture including cushions and protective coverings. Despite using these protective coverings and caring for the furniture, the furniture paint peeled and cracked to the point that it was extremely unsightly. We actually had to find ways to cover these areas with blankets, pillows, table pieces to cover the faulty areas when people came over because we were so embarrassed. One piece actually had to be replaced 3 times within the first 3 months of owning it because that model kept peeling so much. Over the past several years we have even seen the same furniture pieces at garage sales with the same defects. This year we were in contact with West Elm and initially spoke with *************************** ********************** and she agreed to issue the refund and return of the furniture along with matching cushions. The furniture was picked ** in May and we have yet to be issued to correct refund amount which totals $8178. We did receive a refund of $6113.90 in the form of electronic merchandise cards. We have not used any of this money because it was to incorrect amount. I have been in contact with multiple agents between Pottery Barn and West Elm regarding this. On 6/23 I was in contact with another agent ****************** who cancelled the previously issued refund and instead re-issued a complete refund for the $8178.64 in 4 e-merchandise cards in the amounts of $6,000.00, $2064.10, $113.90 and $0.64. We were told to expect the refund in **** days. It is now 7/19 and no refund has been issued. I have been in contact with more agents this week (****** @ ext *******, ****** @ ext *******, and Cherai @ ****************** regarding this. I have emailed and called and yet to receive any correspondence regarding a resolution. I have saved all emails and attached photos of two emails. -********************* ************

  Business Response

  Date: 07/19/2022

  Williams-Sonoma, **** is in receipt of this customer's ******************** complaint. Our Gift Card team is working on this refund and we will continue to work towards a resolution.
  
  
  Sincerely,
  
  
  Williams-Sonoma, ****

  Customer Answer

  Date: 08/03/2022

   I recently filed a complaint with the BBB regarding an exchange. Several furniture items and cushions were returned in May and I was supposed to be issued store credit in the amount of $8178. Despite multiple phone calls and emails over the past several months I have yet to be issued the full refund. I was told twice since June that I would receive the refund in the form of store gift cards via the mail; however we have yet to receive these. I was most recently told this on 7/19 and told to wait **** days for the cards to arrive. I attached a photo of the email confirming this. I still have yet to receive these. I was able to contact a supervisor at West Elm regarding this today ***** *** *******) and she would not give me any additional information because I had contacted the BBB and I am researching lawyers with whom I can discuss this. 
  I had hoped to receive the refund within 5 days of receiving my most recent correspondence from the BBB on 7/19 but unfortunately this was not the case. Is this complaint able to be re-opened and West Elm contacted again regarding this? In addition to contacting a supervisor today, yesterday I emailed four West Elm agents that I had been in contact  with over the past several weeks and then today I attempted to contact several more via phone at their direct extensions but still have not received any response. 
  I have been very patient with West Elm for the past several months and explained this situation countless times to different agents but this still has yet to get resolved

  Business Response

  Date: 08/03/2022

  Williams-Sonoma, **** is in receipt of this customers rejection. We have reviewed the customers concerns and I am going to reach out to our customer to further assist after I review all associated orders and notations.

  Sincerely,
  Williams-Sonoma, ****
  

  
  

  Customer Answer

  Date: 08/10/2022

  I did receive a response and I have replied with additional information along with receipts. This issue is not yet resolved. I am hoping the business will respond this week.
  -******

  Business Response

  Date: 08/10/2022

  Williams-Sonoma, **** is in receipt of this customer's complaint.  We understand and I show the customer is being helped by a co-worker.  Once all has been reviewed she will follow up with our customer.  

   

  
  Williams-Sonoma, ****
  

  
  

• Initial Complaint

  Date:07/19/2022

  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.

  Order #************** amount $1659.00 with a 259 delivery charge. I ordered a chair and mirror from West elm for delivery 07/19/2022. The chair was delivered. The mirror was not. There was no communication in what the problem was, and when it will be delivered. I attempted to reach out and there has been no follow up.

  Business Response

  Date: 07/19/2022

  Williams-Sonoma, **** is in receipt of this customer's complaint. We have reviewed the customers concerns and can confirm her mirror has been packed on 7/14 and is preparing to ship out to her local delivery hub.  I have sent an email to the distribution center to expedite the shipping of this item. We have reached out to the customer to further assist. 
  
  
  Sincerely,
  Williams-Sonoma, ****

  Customer Answer

  Date: 07/21/2022

  I am rejecting this response since there has been no follow up regarding the missing item that I should have received by now. There also has been no response regarding WHEN I will receive the item I should already have. I need to know WHEN I will be in receipt of my item.

  Business Response

  Date: 07/22/2022

  Williams-Sonoma, **** is in receipt of this customer's complaint. We have reviewed the customers concerns, and the standing mirror will ship soon. We are waiting for confirmation from our fulfillment team about the shipment. We will contact the customer as quickly as possible. 
  
  Sincerely,
  Williams-Sonoma, ****

• Initial Complaint

  Date:07/19/2022

  Type:Billing 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 chair from west elm March 21, 2022. Order number ************. Recently, I received an email stating the item was ready to schedule delivery. I choose July 19th from ****am. My delivery appointment number is/was ********. Since then, I received a voicemail from their scheduling center *************) stating the item has been lost and they will 'probably call me back within 48 hrs. with an update". I never got a call from the scheduling center. However, I continued to receive email confirmations of my delivery on July 19th as well as text messages the morning of July 19th stating my delivery was on its way. I was on my way to work and had to return home due to these text messages. I called west elm's scheduling center several times to try and get real information and only got another run around stating they still need to locate the item I bought. I was charged a total of $1,146.86 on 6/30/2022. I will never purchase from west elm again. I want a credit of 50%, $573 applied to my original payment method to cover the cost my time devoted away from work dealing with west elm's terrible customer service.

  Business Response

  Date: 07/19/2022

  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 are currently waiting on a response from our delivery hub to see if the item has been located, and we will discuss compensation once the order has been delivered. 

  Sincerely,
  Williams-Sonoma, ****
  

  
  

  Customer Answer

  Date: 07/21/2022

   
  Complaint: 17588346
  
  I am rejecting this response because:It has now been 4 days since I received a voicemail from West Elm stating the item I purchased could not be located in the warehouse. It has been more than enough time for the warehouse to conduct a search for the item. All I want is an answer. Where is the product? If it has been 'lost' what are my options as a customer? Do i have to wait another 4 months for delivery of the chair I ordered in March??
  
  Sincerely,
  
  *************************

  Business Response

  Date: 07/22/2022

  Williams-Sonoma, **** is in receipt of this customer's ******************** rejection. We have offered to process a refund or order a replacement for this chair. We are awaiting the customer's reply. 
  
  
  Sincerely, 
  
  
  Williams-Sonoma, ****

• Initial Complaint

  Date:07/18/2022

  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.

  I ordered a dresser on August, 31, 2021. The item is backordered. I was charged in April 2022 for the item. I called West Elm in April requesting a refund (and to cancel) since it's still backordered and they charged me for an item they cannot deliver. They told me at that time they will take two weeks to look into it and get back to me. I never received a response. I was charged $1303.90. I'm seeking a refund and want to cancel the item since they keep extending the amount of time it is backordered for. It has almost been a year now. Order Number: ************

  Business Response

  Date: 07/19/2022

  Williams-Sonoma, **** is in receipt of this customer's complaint.  We let the customer know that we have returned the Dresser and have issued a full refund.
  
  
  Sincerely,
  Williams-Sonoma, ****
  
  

• Initial Complaint

  Date:07/18/2022

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order via potterybarnkids.com on April 9th for various items, including a bookshelf for white glove delivery. The bookshelf was backordered, however I received an email on June 26th that my ordered was getting ready to ship and my credit card was charged for the item + 1/2 deliver fee (the other half of delivery was charged when another item was delivered). It is now July 18th, and I've still not been able to schedule delivery. I've called numerous times, each time involving incredible hold times (over an hour). Pottery Barn customer service tells me they cannot assist, as delivery has been outsourced to Ryder and I need to contact them. Ryder tells me they cannot schedule delivery because Pottery Barn has not shipped the item to them yet. At this point I am frustrated and I don't even want the bookshelf, I just want a refund. After almost 90 minutes on hold this morning I've given up and am hoping this complaint will be a faster path to resolution and refund than attempting to call has been.

  Business Response

  Date: 07/18/2022

  Williams-Sonoma, **** is in receipt of this customer's complaint. We have reviewed the customers concerns and have contacted customer to provide further assistance with cancellation and resolving order issues. Sincerely, Williams-Sonoma, ****

  Customer Answer

  Date: 07/18/2022

   
  Complaint: 17582661
  
  I am rejecting this response because:

   

  Someone did contact me (2 different people actually), however we are exchanging emails and as of yet I have not received confirmation of the cancelation and issuance of a refund. 
  
  Sincerely,
  
  *********************************

  Business Response

  Date: 07/22/2022

  Williams-Sonoma, **** is in receipt of this customer's complaint. We have reviewed the customers concerns, and a refund for $537.67 was processed today. It will post to the customer account within five business days. 
  

  Sincerely,
  Williams-Sonoma, ****

  Customer Answer

  Date: 07/26/2022

  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:07/18/2022

  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 am writing this while on hold with West Elm for 1 hr 36 min (and counting), having spoken to three different customer service representatives already today. (Note: at 1 hr 42 minutes, I hung up because the hold music had gone silent and I had no indication that I was still on hold, other than my telephone timer ticking upwards. I am currently on hold again, 18 minutes and counting). I made two West Elm purchases that have not yet been delivered:Order 1 - ************, ordered Feb 21, 2022, Gemini Bed, orig. delivery window April 16 - April 30; current delivery window July 8 - July 28; currently marked as "backordered" still.Order 2 - ************, ordered May 2, 2022, *****, orig. delivery window June 24 - Jul 8; current delivery window July 14 - Aug. 3 At this point, it is clear that he rolling, short-term delivery window modifications are a bait-and-switch/false advertising technique. Despite the fact that the Gemini bed isn't even in stock yet (still marked as backordered), the fact that the West Elm website currently lists the Gemini bed as available for delivery by July 28th is absolutely a lie and a known, avoidable mistruth. Obviously if I had been told in February that my order would not be delivered until (most likely at least) August -- 5 full months later -- I would not have ordered to product. At this point, though, I have spent hours on hold with customer service two different times.I have two kids without their real beds (and dressers built into the beds) -- this has been highly disruptive and disappointing for both kiddos, as well as time-consuming and maddening to me. Screenshot of the time spent on phone with West Elm reps or on hold during call #1 (of two) today, attached. Please help.

  Business Response

  Date: 07/18/2022

  Williams Sonoma, Inc. is in receipt of this customer's complaint. We have reviewed the customer's concerns. We have reviewed the customer's orders # ************ and ************. On order ************ the Gemini Captains Bed has recently returned to stock and is preparing to ship to this customer's local delivery center. On order #************ the ***** Storage Bed has shipped to the customer's local delivery center. Our Logistics Team has been contacted for an update. A member of our team will follow up with the customer directly. We consider this issue to be resolved.
  Sincerely,
  Williams Sonoma, Inc.