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, Inc.

  13499 S Cleveland Ave Unit 157 FT Myers, FL 33907

• 

  Williams-Sonoma Stores, Inc.

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

• 

  Williams Sonoma Stores Inc.

  32100 Las Vegas Blvd S Ste 140 Jean, NV 89019-7007

• 

  Williams Sonoma, Inc.

  400 W 47th St Kansas City, MO 64112

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:07/18/2022

  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 ordered 2 matching beds from West Elm kids in November 2021. The beds were backordered. The delivery was originally scheduled for delivery in April 2022. When April came the delivery date was pushed up to May 2022, then in May the company pushed it up until June and in June it was pushed out to July 2022 which is when it finally arrived at the warehouse. I was not notified that my items came but found out because I was tracking it about 3 times per week at this point because my kids have been sleeping on mattresses on the floor since November. I scheduled delivery for July 18, 2022. When the delivery team arrived I was informed that only 1 bed was on the truck. This is unacceptable. I rearranged my day to accept delivery and it's missing items. After waiting so long and getting my kids hopes up, this company has fallen very short of the ****. This company needs to get me .y bed asap!

  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 order #************ and see that a dock search has been initiated for the customer's missing bed. The customer has agreed to wait until the dock search has been conducted. 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:07/18/2022

  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 purchased a console table from the company on Nov 3, 2021 for a total of $1,130.02. The estimated delivery date was 4/25/2022. The product never arrived and every few weeks the delivery date gets moved out another few weeks. I have contacted customer support many times with them claiming to reach out to the vendor for a response. I never hear back and have to follow up myself. I get told the vendor never responded to their information request. Today I tried to cancel my order and was told they could only request a cancellation from the vendor and I would know in **** days. When asked what happens when I dont hear back or the request is denied I am told I can file another request. I am given no other option than to request a cancellation to a vendor that the company claims isnt responding to other requests for information. No charges have been filed but are pending to my credit card. This would mean that IF the vendor decided to ship this product in a month, two month, a year, my card would be charged for over a thousand dollars without warning (oh and west elm never notifies me of changes in delivery- I have to manually check daily). The company refuses to cancel my order despite never producing an item in nearly a year.

  Business Response

  Date: 07/18/2022

  Williams-Sonoma, **** is in receipt of this customers complaint. We have reviewed the customers concerns and and this order has been canceled. There was a gift card used on the order, and so we have emailed a new electronic gift card with those funds to the customer email on file. The remaining charge set to the customer credit card remained as a pending authorization, and since the order was canceled, this should fall off if it has not already.

  Sincerely,
  Williams-Sonoma, ****
  

  
  

• Initial Complaint

  Date:07/18/2022

  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.

  Dispute regarding west elm order # ************ I placed an order with West Elm for 4 chairs with an estimated delivery between July 1 and 15, well in time for the event I needed them for on July 19. On July 16 the chairs still had not been delivered and west elm had not communicated any change to me. After checking the order tracking on my website it stated they did not have a delivery date estimate and didnt know when theyd have one. I spent over an hour on hold trying to talk to someone that day and was unable to reach them. I sent an email requesting a cancellation and refund but have received no response. I called again on July 18 to cancel and was told that they were unwilling to cancel my order even though they could not promise a delivery date . At this point I have no clear sense of when my order will show up or if it will show up and do not want to do business with is company as they have not shown any ability/willingness to work with me. All I want is my extremely stalled order to be cancelled and my $868.10 to be refunded.

  Business Response

  Date: 07/18/2022

  Williams-Sonoma, **** Is in receipt of this customer complaint. We have reviewed the customer concern.  
  
  As of today, we have processed a return and refunded the customer in full. 
  
  We have also reached out to the customer for further assistance regarding the issue being resolved. 
  
  Sincerely,  
  
  Williams-Sonoma, ****  

• Initial Complaint

  Date:07/18/2022

  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 a desk on 11/26/2021 ordered #************ was delivered on in April 2022. The desk was defective with a dent and other impefections. Pottery Barn reordered the desk and it was delivered on or about 6/9/2022. It was worse than the original desk. This desk had cracked supports under the desk and many paint and fit imperfections. The desk was opened outside on our driveway and you could see the cracks and imperfections , it came from the factory that way. The case was assigned to ******************* **************************. He called me on 6/9/2022 and said he would check it out and get back with **** never heard back from him so I emailed him again on 6/21/2022 and asked ***** what was going on with the desk and got no reply. Sent ***** another email on 7.5.2022 and told him that I was very disstatified with their customer service and told him I was going to file a complaint with the BBB. I thought that might motivate he to call me but it did not. So here we are two weeks after I sent my last email and still no response. I paid a total of $1,646.10 for the desk and it appears that no one at Pottery Barn cares.

  Business Response

  Date: 07/18/2022

  Williams-Sonoma, **** Is in receipt of this customer complaint. We have reviewed the customer concern.  
  
  As of 6/10/2022 the customer has a 2nd replacement order and the estimated date of delivery to the warehouse is September 5,2022.  
  
  We have also reached out to the customer for further assistance regarding the issue being resolved. 
  
  Sincerely,  
  
  Williams-Sonoma, ****  

  Customer Answer

  Date: 07/19/2022

   
  Complaint: 17579224
  
  I am rejecting this response because: ******* sonoma has not made any attempt to keep me informed about anything.  Last conversation was with ***** who was to get back to me , but never did.  I am tirered of asking and no response. **************** is non existant.   I think buying a $1600.00 desk I would be treated better , but like most other companies once you have my money its like they are done with me.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 07/22/2022

  Williams-Sonoma, **** is in receipt of this customer's ******************** rejection. The replacement order is on backorder status and not in stock. We are monitoring the status to provide support. We have also contacted our customer to provide alternative options. 
  
  
  Sincerely, 
  
  
  Williams-Sonoma, ****

  Customer Answer

  Date: 07/28/2022

   
  Complaint: 17579224
  
  I am rejecting this response because: I don't beleive anything they say  I want to keep this complaint open till I have what I ordered the way it should be.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:07/17/2022

  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.

  Purchased a rug in March 2022 and they charged my card around **** in March. I still have not received the rug. I have contacted the company numerous times and the response was we will contact you when the rug is ready to ship. I have filed a dispute with paypal and they are still waiting to hear back.I also purchased a couch in March with two gift cards and the remainder balance was to be charged on my credit card. They only used one gift card and made an unauthorized charge to my credit card and said they were unable to refund the card. They charged the credit card in June.

  Business Response

  Date: 07/17/2022

  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 ************ and see that on order #************ the Haven Sectional has shipped to this customer's local delivery center. We will work with our Logistics Team to schedule delivery as soon as possible.  On order #************ the rug pad has arrived and the rug was shipped. We will also work with our Logistics Team to schedule delivery as soon as possible. This customer has called into our service center on 6/15/2022 and the charges were explained. 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: 07/22/2022

   
  Complaint: 17579459
  
  I am rejecting this response because: I asked for a refund for the rug and rug pad and they have not refunded my purchase from 6 months ago that I never received.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 07/22/2022

  Williams Sonoma, Inc. is in receipt of this customer's complaint. We reviewed the customer's concerns and issued a refund for $1356.79 on 07/22. It will post to the customer's account within seven business days. 
  

  Sincerely,
  Williams Sonoma, Inc.

• Initial Complaint

  Date:07/17/2022

  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 purchased the Urban Sectional because the website said "in stock and ready to ship." This was untrue and intentionally misleading. It's been multiple weeks and I have received no updates regarding my order and the deadline provided for delivery is in two days. I reached out to West Elm to obtain a status and I was informed that the timeline provided is for West Elm to deliver the product to their shipping partner and that they are not responsible for any delays. Upon purchasing, I specifically asked if the delivery timeline was the date the product would arrive and I was told yes. They are advertising items as "in stock and ready to ship" and then doing the classic bait and switch. Had I been provided with truthful information, I would have opted to purchase this product from elsewhere.

  Business Response

  Date: 07/17/2022

  Williams-Sonoma, **** is in receipt of this customer's complaint. We have reviewed the customers concerns and have been unable to locate an order number with the information they have provided. We have reached out to the customer to obtain an order number so that we can further assist. 
  
  
  Sincerely,
  Williams-Sonoma, ****

  Customer Answer

  Date: 07/19/2022

   
  Complaint: 17579452
  
  This matter is still open. The business confirmed there are no updates since the date of purchase (several weeks ago). They said they would reach out to their distribution department and provide me with an update in the next 3-5 business days, which exceeds the timeframe I was told the product would be delivered within. Furthermore, the business is using intentionally deceptive language "in stock and ready to ship" to mislead consumers. They continue to promote this product on their website as in-stock and ready to ship, while pending orders have yet to be received. 

  
  Sincerely,
  
  ***************************

  Business Response

  Date: 07/22/2022

  Williams-Sonoma, **** is in receipt of this customer's ******************** rejection. The order has partially arrived at Fidelitone and is awaiting one last piece in transit. We have contacted our customer and will continue to monitor the progress. 
  
  
  Sincerely, 
  
  
  Williams-Sonoma, ****

• Initial Complaint

  Date:07/16/2022

  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 a product Jan 7, 2022. The product was promised to arrive mid February. They kept pushing back the arrival date without providing a valid reason. In April I tried to cancel the order as it had been constantly delayed. They wouldnt cancel my order. They charged my card but kept pushing the arrival date week by week. Even now as I type this they show it will be arriving Monday July 18. They have effectively charged me without providing the product I ordered. On top of that they wouldnt cancel the order months after I have been waiting for it. I feel like they are scamming me and I have no recourse.

  Business Response

  Date: 07/17/2022

  Williams-Sonoma, **** is in receipt of this customer's complaint. We have reviewed the customers concerns and have contacted the customer advising a refund was issued and it will take 3 to 5 business days for the refund to process back to the payment used for the order. Sincerely, Williams-Sonoma, ****

• Initial Complaint

  Date:07/16/2022

  Type:Delivery 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.

  Ordered a mirror on June 17. In which they immediately charged my account (even though they should not charge until shipped). The estimated delivery was July 3rd. On Jun 18 I received an emailed stated it was shipped. There was no information when clicking the tracking number. I checked diligently for days. On July 8th I called West elm to try and see where the mirror is located. After being transferred numerous times, they stated that it is at a vendor distribution location just waiting to be delivered. It may be delivered August 5 but they were not sure when it would get picked up from distribution location. They blamed COVID for the long wait time (yet other companies seem to be delivering in appropriate time). July 15 I called West Elm once more to cancel my order. He stated that he would have process it as a return since technically the mirror was shipped even though it sitting at a vendor location. I was issued only my return for the mirror, not the $104.44 which is for the shipping/processing and delivery surcharge. I feel as though this is absurd considering the mirror sat at a vendor distribution site for a month. I want my full return

  Business Response

  Date: 07/16/2022

  Williams-Sonoma, **** is in receipt of this customer's ******************** complaint. We have issued a credit for, $104.44 to make the refund in full. We consider this matter to be resolved. 
  
  
  Sincerely, 
  
  
  Williams-Sonoma, ****

  Customer Answer

  Date: 07/17/2022

  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:07/16/2022

  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.

  Ordered a sectional and recliner at the end of January 2022, Finally received a delivery date of July 7th. Received a call on July 6th that part of the sectional did not get on the delivery truck but the piece ( left arm of sectional) would be delivered on July 16th. Received a confirmation on that delivery date and received recliner and right arm of sectional on July 7th. On July 15th, I called to confirm the 16th delivery. After being transferred 7 times and on hold for over 5 hours, promises of return calls and emails never happened. They had cancelled the delivery with no notification or explanation, they couldnt locate item. Finally after 5 hours I received a call that piece was located but couldnt schedule delivery. Called again on July 16th and was told that the earliest delivery date was August 9th. Unacceptable ! Not the only delivery problem, a separate order of two upholstered chairs resulted in one lost chair that had to be reordered.The order number I am placing a complaint about is ************ I expect that they resolve their error by making a special delivery within the week of the second promised delivery date of July 16.

  Business Response

  Date: 07/17/2022

  Williams-Sonoma, **** Is in receipt of this customer complaint. We have reviewed the customer concern.  
  
  We are working diligently on a timely resolution for the customer. As of today, I have emailed the centralized routing group who oversees the scheduling to have the customer item delivered as soon as possible.  
  
  We have also reached out to the customer for further assistance regarding the issue being resolved. 
  
  Sincerely,  
  
  Williams-Sonoma, ****  

• Initial Complaint

  Date:07/15/2022

  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.

  Been waiting almost a month now for open box items that were "ready to ship" and estimated to arrive within a week or two. One item has still not shipped yet. I've been told the other item has shipped but when i called the delivery partner, they said it has not even been loaded onto a delivery truck yet. I would have purchased from another store if I knew the shipping estimates were not accurate.

  Business Response

  Date: 07/16/2022

  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, **** 

  Customer Answer

  Date: 07/20/2022

   
  Complaint: 17575595
  
  I am rejecting this response because it is unacceptable for the items to be  advertised as quick ship or ready to ship when it has been a month and i still dont have a scheduled delivery date. I feel very misled by the advertising that said it could be delivered in a week. I would have ordered elsewhere if i knew the estimates were baseless. Now i am left waiting and without a couch for my living room and my money has already been collected. I have never experienced anything like this with any other furniture company i have done business with.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 07/22/2022

  Williams-Sonoma, **** is in receipt of this customer's ******************** rejection. The shipment is in transit to the delivery center. Ryder will be handling the delivery and will reach out to the customer once it is ready to schedule. 
  
  
  Sincerely, 
  
  
  Williams-Sonoma, ****

  Customer Answer

  Date: 07/26/2022

   
  Complaint: 17575595
  
  I am rejecting this response because:

  I'd like to cancel my order. I cannot wait any longer. I did not anticipate having to wait over a month for open box items that were advertised to arrive within 1-2 weeks. I do not have a couch to sit on in my living room and would like to order elsewhere so i have somewhere to sit in the meantime. 
  
  Sincerely,
  
  *********************