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

• 

  Pottery Barn

  3393 Peachtree Road NE Suite 2046A Atlanta, GA 30326

• 

  Williams-sonoma Store 284

  70 Village Sq Baltimore, MD 21210-1610

• 

  Pottery Barn

  6401 Bluebonnet Blvd, Suite 300 Baton Rouge, LA 70836

• 

  Pottery Barn

  300 Summit Blvd Suite 100 Birmingham, AL 35243

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:07/15/2022

  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 ordered a sofa and dining table September of last year. It is July and they have had my money since. I want a refund and want to be compensated for the time they have had my money. Gift certificate or something for my troubles. They delivered a broken table and said they would need to reorder the top. Its been over a month and still no sign of table top. Asked for a refund said they cant until the table tops come and wont pick up the base which was damaged too. Still haven't received the correct U shape sectional. They delivered a partial sectional that was not what I ordered when they unwrapped it. Delivery driver just left it and said someone would call to come back and pick it up. No one called. I had to contact them every time. Someone is suppose to pick it up but I dont have a time window. They wont refund me money until they have someone pick up the item and the missing parts are shipped. Which is ridiculous. Who knows how long the rest of the items will take to ship. I would like to be refunded immediately and they can figure out when they can pick it up.

  Business Response

  Date: 07/16/2022

  Williams-Sonoma, *** is in receipt of this customers complaint. We have reviewed the customers concerns.
  
  We are currently working toward resolution with this customer.
  
  

  Customer Answer

  Date: 07/20/2022

   
  Complaint: 17575502
  
  I am rejecting this response because:
  
  

  The wrong item they delivered has been picked up but still no refund to be found. 
  I emailed them and have heard nothing. I was asked to call and waste over an hour on customer service just to be transferred around with no help.  Get your act together  you have had my money for almost 6 months interest free. 

   

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

  Business Response

  Date: 07/22/2022

  Williams-Sonoma, **** is in receipt of this customer's ******************** rejection. The refund has been processed and should be reflected on the customer's statement soon. 
  
  
  Sincerely, 
  
  
  Williams-Sonoma, ****

  Customer Answer

  Date: 07/25/2022

  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. Im glad BBB was able to get this resolved but it shouldnt have taken so long to get this issue to be taken care of. **************** needs better training or system needs to be updated as no one knows much and just transfer you to different departments with no help or giving customer wrong information to get them off the phone. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:07/15/2022

  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 have been trying to cancel my Williams Sonoma ********* subscription, but it has been impossible to do so or get a hold of anyone. 1. It is impossible to cancel the subscription through the website and the *** indicates cancellations go to customer service.2. On the ***************** Account Page, the link to contact "Tasting Room Support" to cancel is broken and leads no where.3. Two other part of the website (williams-sonomawine.com) have two separate emails to contact for customer support: ********************************************************************************************** I was able to get support through the second one previously, but when I try to email either, I am getting an undeliverable response that the email does not exist.4. There is the option to chat with an agent on the website. The agent is perpetually offline no matter what day or time it is.5. I found a phone number listed ***************). I was waiting to speak to a representative. The *** system works and I selected the option to cancel. I was on hold 2 hours. Finally, I took the system up on the option to leave a voice-mail and receive a callback. An automated message played "We're sorry. An error has occurred." And it hung up on me.The only thing I can think of doing at this point is getting a new credit card number to prevent another shipment.

  Business Response

  Date: 07/15/2022

  Williams-Sonoma, **** is in receipt of this customer's complaint. We have reviewed the customers concerns and have elevated this cancellation request for our customer. A member of our elevated support team will then contact our customer within ***** hours with a status update of the cancellation request.  
  
  Sincerely,
  
  Williams-Sonoma, ****
  
  

• Initial Complaint

  Date:07/15/2022

  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 placed order ************ on April 20, 2022 that was delivered on May 18th. The order is for an office chair that on the site claims the following: Backrest has integrated LiveBack technology: Interdependent flexors bend and move with the user to support the spine throughout the day.Since my husband wanted a better chair to give him back support, I went ahead and bought this chair for him as a gift. This is not a cheap chair, it cost me total over a USD 1000,00. The chair took a month to be delivered. My husband assembled and after using for almost 2 weeks he started to feel a lot of pain on his lower back. He came to me and said that he thought it was the chair, then I said to him to try another week and see because sometimes it takes our body a little longer to adapt. At the end of the 3rd week he said no way he was going to keep this chair and removed the chair from his office. Since the chair was super expensive, I decided to give it a try and use the first week with no problems, but at the end of the second week, I had pain on my sciatica and this chair has no support whatsoever to your bottom, is like seating in a piece of wood. I called West Elm this week trying to see if I could exchange the chair letting them know what happened and the first customer service that took my call put me on a hold for 40 min until the call dropped. I called again and got a second person to whom I explained what happened and asked to have the chair replaced to another that actually was 1/2 the price and even told that I was okay in losing some of the money, and again I got a no as an answer. I even asked her to ask a supervisor. She said that it was over 30 days and there was nothing they could do. I explained to her that we were trying to make it work since the chair was so expensive, and she said to me to give the chair to charity. Could you please help me have this problem addressed? I am a long-time customer for ******* ******************** and **********************, and never had a problem.

  Business Response

  Date: 07/15/2022

  Williams-Sonoma, **** is in receipt of this customer's ******************** complaint. Although this order is outside of our normal returns policy timeframe, we have contacted our customer to make a special exception and offered to process a return for a merchandise card refund. 
  
  
  Sincerely, 
  
  
  Williams-Sonoma, ****

  Customer Answer

  Date: 07/19/2022

   
  Complaint: 17573293
  
  I am rejecting this response because: No one has contact me to date, neither via email nor call. I am fine with their solution, but I need to know how it will be done.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 07/22/2022

  Williams-Sonoma, **** is in receipt of this customer's complaint.  I have sent another email to our customer at the address on this complaint as well as what they had on the order as it was the same.  I have advised how this process works they can return for replacement of the same chair or they can return for digital merchandise card.  We are waiting for our customer to reply.  
  
  
  ********************-********************, ****
  
  

• Initial Complaint

  Date:07/15/2022

  Type:Service or Repair 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.

  On January 22nd I purchased a sectional from Pottery Barn. We were told that we would be charged when our product was ready to be delivered. We were charged $7,431.14 on May 21st. Almost two months later we still do not have a sectional. They have scheduled delivery twice and cancelled. Most recently within 4 hours of delivery. I called to confirm delivery and they assured me it was at the hub then today I was called and told they can't deliver because it never made it to the hub. No one has any real details of where my couch is and I just want my money back.

  Business Response

  Date: 07/15/2022

  Williams-Sonoma, **** is in receipt of this customer's ******************** complaint. We have reviewed this order and find that the refund has been fully posted. We consider this matter resolved. 
  
  
  Sincerely, 
  
  
  Williams-Sonoma, ****

  Customer Answer

  Date: 07/16/2022

  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,
  
  Kaysley ********

• Initial Complaint

  Date:07/15/2022

  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 placed an order for a chair and coffee table with West Elm in January. Ive been calling every couple of weeks since March trying to understand where the furniture is and when it will be delivered - I even went into the local store to get assistance. I keep getting the same information - not sure when it will be delivered but they will email and call when its loaded on the truck I have tried to be patient, but its been 6 months.I finally was able to get through to the company that does the delivery and was able to find out that the furniture has been sitting at the delivery hub since February. The furniture is in ********* and it is going to a ********* address (where my daughter lives) Delivery dates have come and gone with absolutely no explanation or urgency of trying to rectify this situation. I even offered to rent a truck and pick it up myself - Im out of ideas - Ive tried talking to managers - I just get the same response. Heres the number of the delivery company #************ My order number ************

  Business Response

  Date: 07/15/2022

  Williams-Sonoma, **** is in receipt of this customer's complaint. We have reviewed the customers concerns and have reached out to our customer. We have assisted with elevating customer request to deliver this order as soon as possible. 
  
  Sincerely,
  
  Williams-Sonoma, **** 
  
  

• Initial Complaint

  Date:07/14/2022

  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 an outdoor furniture set from Williams Sonoma in May 2020 in the amount of $7661.70 (order #************). In less than half a year the teak wood of all furnitures got moldy green/black. Our area (******, **) has been a drought zone for years and this is supposedly a high end outdoor weather proof furniture.In February ******************************************************************* April 2021.Again a few months later the furniture gets moldy and green/black.In March 2022 we call Williams Sonoma and ask for a refund to which they accept. Our furniture was removed from our property by Williams Sonoma on April 16, 2022. The refund was expected promptly after the pick up.3 months has passed and we havent received our refund yet. Weve made several calls requesting our refund, including multiple supervisor and leadership evaluations to no avail.Some call details:4/27/22 ***** *************** ********)5/6/22 ****************** *************** **)5/13/22 Kiaera *************** **)5/20/22 Makia *************** **) escalation: Shekeyv 6/24/22 Kyra *************** **) escalation: *************************** 7/8/22 **** *************** **) escalation: ******* Fazelo (*****************)Every Williams Sonoma associates told us some runaround answer about us getting our refund very soon, often saying within 3 to 5 business days.

  Business Response

  Date: 07/15/2022

  Williams-Sonoma, **** is in receipt of this customer's complaint. We have reviewed our customers concerns and have issued refund checks for a full refund. Once they are received we will consider this matter resolved. 
  
  Sincerely,
  
  Williams-Sonoma, ****

  Customer Answer

  Date: 07/15/2022

   
  Complaint: 17570126
  
  I am rejecting this response because:

  The response I received via email today (attached) indicates that itll take 4-6 weeks to send the refund checks, which is unacceptable given:

  1) its already more than 3 months overdue

  2) weve already been told this exact same story about refund checks being in the mail in 4-6 weeks several times by multiple Williams Sonoma representatives during the past 3 months.

  Id accept a prompt refund, either an overnight check, a refund to a credit card, or something that completes the refund in a more reasonable timeframe.

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

  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. We had to issue a check due to several failures of trying to refund to original payment method. The refund checks have already been approved and we are no longer able to cancel payment being issued by this method.
  Sincerely,
  Williams-Sonoma, **** 

  Customer Answer

  Date: 07/25/2022

   
  Complaint: 17570126
  
  I am rejecting this response because:

  The same response as my prior reply, this complaint hasnt been resolved until I actually receive the refund. If and when that actually occurs, I will accept the response. Ive been given this exact response several times so far without any refund. And they werent all due to credit card failures.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:07/14/2022

  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.

  Hello,My kids gave me a gift card from Pottery Barn for the amount of $1,200.00 towards a dinning room table for Christmas, as I have gone through a divorce and moved to PA from Ca.I ordered a table in January,and had to add another amount of money plus shipping.a total amount of $2170.88.I waited for the table for almost five months. When it arrived in May, it was damaged and was taken back to PB.I waited again for 45minutes at a time to schedule another delivery, but the fastest I could get my table was in September. I decided to cancel my order and all for a refund. After hours and hours of waiting on the phone I was able to talk to a supervisor called *****************************. She promised to process my refund. On May 26th, I received a refund of $780.19. I have been waiting for the rest of my refund ever since.I have exchanged numerous emails with her but I still do not have my money and can not get a table from another store. Please help me get my refund. P.S Could you please give me an email so I can forward to you my emails with *********************. (I have tried to convert them to PDF's But was not able to.

  Business Response

  Date: 07/14/2022

  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. Regrettably this order was split in payment between credit card, and gift cards, we can only refund our orders tender for tender. So the remainder that was paid on gift cards, has to be refunded to a gift card. At one point a return order was created to try and get a refund check issued, but this was done incorrectly and never released. We are waiting on the customer reply to make sure they understand the remaining refund will be given to a gift card. We also are trying to assist in finding products that are in stock and ready to ship for the customer. 

  Sincerely,
  ********************-********************, ****
  

  
  

  Customer Answer

  Date: 07/14/2022

   
  Complaint: 17561422
  
  I am rejecting this response because:I tried buying from this business with the gift card and added credit card. 

  After waiting for my table for almost five months, it arrived damaged and was taken away. The waiting time for another table was another four months.

  I want to purchase my table from another store and receive it right away. That's why the gift card from Pottery Barn is useless to me.

  They are holding my money hostage for seven months, even though they could not deliver the goods.
  
  Sincerely, 

  Thanks for your help!
  
  ******** Bank

  Business Response

  Date: 07/22/2022

  Williams-Sonoma, **** is in receipt of this customer's rejection.We have reviewed our customers concerns and have advised that refunds can only be issued tender for tender. As gift cards were used as partial payment for the order, the refund can only be issued in the form of gift cards and cannot be issued to the customer's credit card on file. Once we receive confirmation of the customer's current mailing address, we can reissue the gift cards. The amount paid by credit card has already been refunded as of 05/26/2022. We are currently working toward resolution with this customer.

  
  Sincerely,
  
  ********************-********************, ****

  Customer Answer

  Date: 07/25/2022

   
  Complaint: 17561422
  
  I am rejecting this response because: As I reiterated  before, Pottery Barn did not keep it's end of the deal and did not deliver the table I ordered even though I have waited for four months.

  They were not able to deliver a replacement for another five months. this is not acceptable!

  There was only ONE gift card for $1,200. I should not be penalized for trying to buy from them.

  I should get my money back so I can get a table somewhere else.

  Many thanks,

  ******** Bank

  
  
  Sincerely,
  
  ******** Bank