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:06/03/2025
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 want to opt out of receiving text messages. I receive ***** text messages every day. I reply STOP but they keep coming. I have searched their website and cant find a way to opt out of text messages. Its obnoxious and i want it to stop.
Business Response
Date: 06/09/2025
Williams-Sonoma, **** is in receipt of this customers complaint. We have reviewed our customers concerns and requested our customer to be unsubscribed from our email list with this information provided in this complaint.

Sincerely,

Williams-Sonoma, ****
Initial Complaint
Date:06/03/2025
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 console from the Pottery Barn Outlet online. It was a open box item, and it is stated that since its an open box, that there are some scuffs and marks which is included in the description, so the buyer knows before buying that they are aware of some aesthetic damages. They are supposed to identify all issues before selling since open box items are final. But, upon delivery, and inspection of the furniture, it was clear that they left out an issue with item. One of the four sliding doors wont close, the item is unusable if one of the doors wont close, and they told me they cant do anything about it. I told them I wouldnt have purchased it if I knew one of the doors wont close completely. I was willing to accept the other aesthetic issues but they he functional issue wouldve been a deal breaker. All Im asking is for a fair discount to be credited back to me since the issue was never disclosed.
Business Response
Date: 06/04/2025
Williams-Sonoma, Inc. is in receipt of this customer's complaint. We have reviewed our customers’ concerns and confirm this is an open box sale item. Since this item has already been marked down to its lowest sale price, we are unable to discount this item any further and have offered our customer a return.

Sincerely,

Williams-Sonoma, Inc.

Customer Answer
Date: 06/04/2025

Complaint: 23414715

I am rejecting this response because:
It’s not marked at its lowest price when it was left out in the description pics about the door not functioning. I have been a customer of Pottery Barn for at least 20 years and have spent over $20,000 easily over the years. This is a matter of principle for me, and shows bad faith on Pottery Barn.

Sincerely,

Ovidiu Cuzman
Business Response
Date: 06/10/2025
Williams-Sonoma, Inc. is in receipt of this
customer's complaint. We have reviewed our customers’ concerns and have reviewed
this order again for our customer. We confirm this is an open box sale item. We confirm we are unable to discount this item any further and have offered our customer a
return.

Sincerely,

Williams-Sonoma, Inc.
Customer Answer
Date: 06/11/2025

Complaint: 23414715

I am rejecting this response because: The company has no sense of customer satisfaction. The fact this multi million dollar company would rather lose a life long customer and hide behind an open box policy that they have the full right to make an exception on is baffling. The product they sold was not as advertised, the door was not assembled properly and won’t close, the magnets were set backwards. At least send a repairman to correct it.

Sincerely,

Ovidiu Cuzman
Initial Complaint
Date:06/03/2025
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 February 7th, I placed an order for a dining table with a promised delivery date around the end of March. Later they told me they only received the legs from the supplier and we need to wait for the top. Later in April they said they have the top, we can schedule delivery. In May, they showed up at my house to deliver carrying 2 small boxes. I was surprised at the packaging as my order states I have ordered an 88 inch table. Common sense suggests, the warehouse should have questioned that before they come to the house. The day of delivery, my husband had to take the day off from work to receive the delivery. That was a date wasted since they didn't have a table to deliver, just 2 sets of legs. After this failed attempt, I have spent numerous hours on the phone trying to resolve this and to receive the table I paid for back in February (~$2,000). Today, June 3rd, I called again and asked for a refund. Without any sense of professionalism, they notified me that they need to check with the vendor. I insisted and explained that any issue with the vendor is between them and should not affect the customer's refund. I was told that they will "send an email" to the warehouse and see when they can come back and get the legs they left at my house and only then we can start talking about a refund. Over the course of the last several months, I have requested a call from a manager multiple times to resolve this and have not received one or any other form of communication. Prior to their promised delivery date, I was told to clear the area for the new table. In my effort to make this a pleasant and efficient experience for their delivery people, I got rid of the old table. For months, I have had no table for my family to eat dinner and for my kids to do homework on. I was charged the full amount of the table on February 5th. This is absolutely unacceptable way of doing business and to treat customers!!!
Business Response
Date: 06/05/2025
Williams-Sonoma, **** is in receipt of this customers complaint. We have reviewed our customers concerns and have reviewed this order again for our customer. We confirm a residential pickup has been scheduled for a refund upon return.

Sincerely,

Williams-Sonoma, ****
Initial Complaint
Date:06/02/2025
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.
Order No. ************ Order Date: May 7, 2025 On May 7, 2025 I placed an order for a pillow cover. Since placing the order the delivery date has been moved out twice. The delivery date now is June 13. Thats 5 1/2 weeks for a pillow cover. Last week I called to cancel the order. Today I messaged through Chat to follow up on my cancellation request and was told the cancellation request would take 7-10 business days and may not be able to be cancelled. They took my money on May 7th, I dont have the product and cannot cancel the order. Legally this is conversion, misappropriation and fraud. I am requesting my money back!
Business Response
Date: 06/03/2025
Williams-Sonoma, **** is in receipt of this customer's complaint. We have reviewed our customers concerns and confirm this order has been submitted for cancellation. If for any reason we are unable to cancel, we will send our customer a pre-paid return label upon shipment that our customer may use to return the order at their convenience. We have also issued a full refund, and this credit will reflect in 3-5 business days on the credit card used for purchase.

Sincerely,

Williams-Sonoma, ****
Customer Answer
Date: 06/03/2025
Better Business Bureau:

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

Sincerely,

**** *******
Initial Complaint
Date:06/02/2025
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.
Purchased expensive outdoor furniture set in Sep 2023 from Pottery Barn. After one summer of use (kept it covered during fall/winter/spring months) the product began to rot, warp, peel and crack/split. We contacted Pottery Barn for resolution and they said they only have a 30 day return policy and the only thing they could do was to provide 15% off a new order of furniture (ridiculous). The product is obviously defective and there are many complaints online about the quality of their product. Regardless, Pottery Barn is refusing to stand behind their product and hold their manufacturer responsible for defects. We think it is highly unreasonable for expensive outdoor furniture that is kept under cover to fail in such a short period of time.
Business Response
Date: 06/02/2025
Williams-Sonoma, **** is in receipt of this customer's complaint. We have reviewed our customers concerns regarding this order. We confirm our customer contacted our customer service department and that department is handling the concern. No further action is needed by our team as our customer is already being assisted by our customer service department.

Sincerely,

Williams-Sonoma******
Customer Answer
Date: 06/03/2025

Complaint: 23408477

I am rejecting this response because on June 2, 2025 we called Pottery Barn twice to try to resolve the issue with the defective product that had been sold to us. They asked us to send pictures of the defects which we did immediately and after putting us on hold for a short period of time to review the photos came back on the line and said they would not approve a return of the product. They said we only had 30 days from purchase to return the furniture. We explained (twice) that the wood furniture did not begin rotting, warping, chipping in the first 30 days and expensive outdoor furniture shouldn't fall apart in such a short period of time. We told them that we even kept the furniture under covers and one Pottery Barn ***resentative said the we "couldn't prove it". They said the best they could do was to offer 15% off if we want to purchase a new furniture set. We were floored. Why would we spend close to $4000 again to buy furniture from a company that sells defective product.
We are also confused why we were asked for pictures if the customer service *** was just going to continue to reference Pottery Barn's standard 30 day return policy. Why did they have us go through the trouble of showing them the many defects in the product if they weren't going to do anything about it or stand behind the product they sell. We asked if they expected outdoor furniture to fail within less than 2 years and they said "maybe" (??). We asked if there was a manufacturer's warranty and they said there was not. We also asked why they don't allow customers to post reviews of their product on their site and they had no explanation - something I think we now realize why.
In Pottery Barn's response to the BBB, they said they are aware of the issue and working with us. This is not true. They abruptly ended the last call with us by hanging up on us when we explained that we would not accept their ridiculous offer of buying another furniture set at a 15% discount. They said there was nothing more they would do. We told them we would be contacting the BBB as it was apparent they had no desire to stand behind their product and do what is right for their customers.
Sincerely,

******* *******
Business Response
Date: 06/05/2025
Williams-Sonoma, **** is in receipt of this customers complaint. We have reviewed our customers concerns and have reviewed this order again for our customer. We confirm the information and pictures provided by our customer have been further reviewed. We confirm the issues encountered are wear and tear and not a defect in the merchandise. Due to this, we are unable to issue a return for a refund, replacement or repair.We thank our customer for their understanding, and we consider this issue resolved.

Sincerely,

Williams-Sonoma, ****
Customer Answer
Date: 06/06/2025

Complaint: 23408477

I am rejecting this response. We have shared images that clearly show that the issues we are experiencing are certainly not normal wear and tear. We purchased furniture specifically designed for outdoor use. We even took special care to cover the furniture when not in use and during the entire winter season. We have only had the furniture for one full change of seasons and the furniture is wrapping, rotting, cracking and the finish is peeling. Its ludicrous to suggest this is normal. This is a case where Pottery Barn needs to stand behind the products they sell and offer a refund due to the numerous defects that are present.

Sincerely,

******* *******
Business Response
Date: 06/10/2025
Williams-Sonoma, **** is in receipt of this customers complaint. We have reviewed our customers concerns and have reviewed this order again for our customer. We confirm the information and pictures provided by our customer have been further reviewed. We confirm the issues encountered are wear and tear and not a defect in the merchandise. Due to this, we are unable to issue a return for a refund, replacement or repair. We thank our customer for their understanding, and we consider this issue resolved.

Sincerely,

Williams-Sonoma, ****
Customer Answer
Date: 06/12/2025

Complaint: 23408477

I am rejecting this response because Pottery Barn is only copying their previous inadequate response and continuing to post it as a reply to this matter. They are failing to seriously investigate the defects that we have clearly shown in the product they sell. Their claim that outdoor furniture should warp, rot, split and peel as a condition of "normal wear and tear" after only one full season is ridiculous. It only takes a quick search on the internet to see that others are having similar issues and facing the same challenge of Pottery Barn not standing behind the products they sell. If they were really proud of their products and not afraid of what customers say after purchase, they would allow comments on their website. It's clear why they do not.
A return of this product should be approved.
Sincerely,

******* *******
Initial Complaint
Date:06/02/2025
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 submitting a formal complaint against Pottery Barn Kids regarding a serious safety issue with the ******** Low Slide Captains Bed, purchased online and delivered to my home in 2023. From the beginning, the product has posed a danger to my daughter, who is within the appropriate age and weight range. She repeatedly had her fingers pinched at the bottom of the slide, resulting in pain and a doctor visit. Additionally, the side rails are cracking, making the bed unstable.I reported these issues to Pottery Barn multiple times. I spoke with ****** ********-*****, who acknowledged the concerns and offered to replace some parts. However, I clearly stated that simply swapping partsespecially the slide or a side railwould not resolve the safety hazards. Despite this, parts were shipped to me without confirming whether the solution was acceptable. These remain unopened, as I do not feel comfortable installing or using them.I reiterated via email on September 1, 2024, that multiple parts are cracked and that I do not want my child injured again. I requested a safe replacement or full refund. Yet the company has only offered partial fixes and denied my refund, as confirmed in an August 31, 2024 email. I am left with a product I do not feel is safe and have had to advocate persistently to receive even a partial response.Note: I initially contacted the company by phone within the first year of purchase. I have been given the runaround since.I am requesting: A full refund for this hazardous product That Pottery Barn retrieve both the defective bed and the unopened replacement parts Immediate discontinuation of this products sale until safety concerns are addressed Attached documentation showing: Email communication with customer service Confirmation delivery of parts I did not agree to My daughters ongoing injury concerns This experience has been emotionally and physically draining, and my daughters safety has been compromised.
Business Response
Date: 06/03/2025
Williams-Sonoma, **** is in receipt of this customer's complaint. We have reviewed our customers concerns and have reached out to our customer to help.

Sincerely,

Williams-Sonoma, ****
Initial Complaint
Date:05/31/2025
Type:Sales and Advertising 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 2 Sofas and 1 chair may 26 2025 . I ordered a different color for the sofa but when I received my order thru email I called to change to the color I wanted they denied me I called on the 30 and 31 of May I cant understand why I cant get the color i need and I have to wait 2 months for them to build I feel like I should be able to in the timeline that I realized the order for the color of the chair was wrong and what I picked didnt go thru the website
Business Response
Date: 06/03/2025
Williams-Sonoma, **** is in receipt of this customer's complaint. We have reviewed our customers concerns and confirmed this order has been cancelled and a refund in full has been issued. Please allow 3-5 business days for this credit to reflect on the credit card used for purchase.

Sincerely,

Williams-Sonoma, ****
Customer Answer
Date: 06/03/2025
Better Business Bureau:

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

Sincerely,

******* ******
Initial Complaint
Date:05/31/2025
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 two items over four years ago but only recently decided to install them on May 31, 2025. Upon opening the box, I discovered that one essential hook was missingmaking it impossible to complete the installation. I contacted your company for assistance and first spoke with ****** in furniture, who advised returning the item to the store. However, the system had already been professionally installed on my wall, making that option unfeasible. He explained that management would not authorize any resolution due to the purchase date and transferred me to ******* in customer service.******* cited multiple internal policies as reasons the missing part could not be replaced. I explained that the box had just been opened, with photos to verify this, and that its inappropriate to deny support based on company policies for an issue not caused by the customer. I should not be penalized for waiting to install the item after purchaseespecially when the defect stems from the packaging and not from user error. Unfortunately, I was still left without any resolution.The SKU (*******) is currently active, so replacing a single missing part should not be a major issue. I would like this issue to be resolved and the missing hook to be replaced so I may use the item I finally decided to install.Information:Order Number:301192964486 Order Date: April 28, 2020
Business Response
Date: 06/02/2025
Williams-Sonoma, **** is in receipt of this customer's complaint. We have reviewed our customers concerns and confirm this request is already showing reviewed and denied by leadership in our customer service department. Due to leadership involvement, no further action is required by this department.

Sincerely,

Williams-Sonoma, ****
Customer Answer
Date: 06/03/2025

Complaint: 23401895

I am rejecting this response because:

Sincerely,

***** *******
Customer Answer
Date: 06/05/2025
Good afternoon,
I understand and acknowledge the company's position, which is why I have sought the assistance of a third party to mediate this matter. While the purchase was made approximately five years ago, the item remained unopened due to a recent relocation and uncertainty regarding its placement. Following a dining room renovation, I decided to install the item, at which point I discovered that one hook was missing from the original packaging.
I am respectfully requesting that your company provide the missing hook required to complete the installation. This is a reasonable request and one that should be simple to fulfill, particularly for a company of your scale and resources. It is disappointing that this matter has escalated to the point of requiring third-party involvement for such a minor yet essential component. I am not seeking compensation or replacement of the entire productonly the single hook that was not included.
It is my belief that customers should not be penalized for the timing of when a package is opened, particularly when the issue stems from an incomplete shipment. I kindly ask for your cooperation in resolving this matter appropriately.
You will find the order attached.
Business Response
Date: 06/11/2025
Williams-Sonoma, **** is in receipt of this customer's complaint. We have reviewed our customers concerns and have reviewed this order again for our customer. We confirm this order was delivered five years ago and the timeframe for a replacement for part has run its course. We thank our customer for their understanding in this matter,and we consider this issue resolved.

Sincerely,

Williams-Sonoma, ****
Initial Complaint
Date:05/30/2025
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.
On May 19th I ordered a cheeseboard for ***** when I received the board it had a sticker on the back marking the price as *****. On their website they advertise that they offer price matching. I asked them to match the price on the board. The price was not crossed out. I was told by customer service that their prices go up and down and they could not credit me the difference in what I paid. I understand that sales can change however the cheaper price was still on the product.
Business Response
Date: 06/02/2025
Williams-Sonoma, **** is in receipt of this customers complaint. We have reviewed our customers concerns and have reached out to our customer to help.

Sincerely,

Williams-Sonoma, ****
Customer Answer
Date: 06/03/2025
Better Business Bureau:

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

Sincerely,

****** ******
Initial Complaint
Date:05/29/2025
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.
My 89 year old mother purchased a gift of wine glasses at Pottery Barn Corte Madera and had them shipped to my home. They arrived yesterday in pieces, I could hear the glass inside the box and when I opened it, I could see glass pieces inside. No problem, I closed it back up and contacted my mom to tell her to send an email to the online **** requesting an exchange.She was unaware that there is a difference between online and in store so she contacted her salesperson, ***** ******* who insisted she send pictures and documentation to prove her story??? Are you serious?? Then when she sent them this employee refused to exchange? Simply REFUSED?? HUH?? No returns No exchanges for items that broke in transit due to HER NEGLIGENCE. This is abhorrent behavior to ANY customer for ANY dollar amount ? Had she simply bought it online, they would have readily and apologetically exchanged it without insisting on photos and proof?? A copy of her receipt can also be made upon request. We were requesting a simple exchange, however, after this fiasco I don't want anything to do with this store or their awful employee. I want a full refund and thensome.
Business Response
Date: 06/02/2025
Williams-Sonoma, **** is in receipt of this customers complaint. We have reviewed our customers concerns and were unable to locate this purchase. Can our customer attach the receipt of purchase? Please black out or remove any personal bank information from the attachment. We can then further assist. We have reached out to our customer directly to help as well.

Sincerely,

Williams-Sonoma, ****
Customer Answer
Date: 06/03/2025

Complaint: 23395662

I am rejecting this response because: your software will not allow me to attach copies of the receipts? Claims files are too large? Its just a copy? Need a different form of delivery in order to send.

Sincerely,

********** ********
Business Response
Date: 06/04/2025
Williams-Sonoma, **** is in receipt of this customer's complaint. We have reviewed our customers concerns and have reached out to our customer via text and email. Our customer may attach the receipt of purchase to either the text or the email.

Sincerely,

Williams-Sonoma, ****

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This business has 1 alert

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