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:05/28/2025

  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.

  West Elm has sent me an email prompting me to finish my purchase today and indicating the item is on sale. When I tried to order the item at the sale price advertised today in the email, it increased the price back to full price. I contacted customer support and they refused to honour the price being actively advertised today. The dispute amount is $213. The difference between sale and full price, plus tax.

  Business Response

  Date: 06/02/2025

  Williams-Sonoma, **** is in receipt of this customers complaint. We have reviewed our customers concerns and have relayed this complaint to our international customer service leadership department. No further action is required by this department, as a member of leadership with our international customer service department is addressing this concern for our customer.
  
  Sincerely,
  
  ********************-********************, **** 

• Initial Complaint

  Date:05/28/2025

  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.

  This is not specific to a Pottery Barn store front but rather the corporation at large/Williams Sonoma brands. I ordered a king size canopy bed. First delivery attempt, missing pieces. I had to be the one to reach out to PB- multiple times- to figure out path forward. Second attempt, entire canopy frame is unstable and wobbles at the slightest touch. Again, I had to reach out. Was offered to have a furniture professional come assess in attempt to avoid burdensome return for everyone. He stabilized it and I was pressured into verbally agreeing the next day to take the bed as-is because it seemed fixed. I was not asked/instructed to inspect the bed thoroughly before providing an answer and was pressured to provide an immediate answer, which now seems like a deliberate strategy to attempt to preclude me from a refund should the solution not prove lasting- which it indeed did not prove lasting, nor was I aware of the separate support beam issue at the time. Fast forward 3 weeks, the canopy is again wobbly as ever and come to find out there is a support beam disconnected from the base. PB refuses refund, even when I offered to purchase a different bed from them. This page is saying the images I tried to upload are too large but Im happy to provide photos, videos, email, etc. documentation.

  Business Response

  Date: 06/02/2025

  Williams-Sonoma, **** is in receipt of this customers complaint. We have reviewed our customers concerns regarding this order. We confirm this customer has been contacted by a leader with our retail support department and that department is currently owning this customers order. No further action is required by our department as our retail support leadership department is already addressing this concern for our customer.
  
  Sincerely,
  
  ********************-********************, **** 
  

  Customer Answer

  Date: 06/03/2025

   
  Complaint: 23389879
  
  I am rejecting this response because:
  I have provided reasoning but this page will not process when I click "Proceed." Testing again. 

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

  Customer Answer

  Date: 06/04/2025

   
  Complaint: 23389879
  
  I am rejecting this response because:

  While Pottery Barn has assigned me a new agent for this (now in the correct department to handle these issues, per what I have been told), I am not sure why this is being framed by PB to the BBB as resolved given PB has still not agreed to issue a refund and return. In fact, when attempting to contact my new agent for an update this very morning (6/4/25), I was on hold for 11 minutes before being directed to voicemail. I understand the team is likely busy, so let me be clear that my concern is PB being able to get back to the BBB and frame this as resolved/not requiring further action from PB, despite not having given me an update or a real resolution.  

  With all due respect, it does not matter how pleasant a phone conversation I am able to have with any given agent from PB if PB is ultimately not providing a meaningful resolution. In fact, the new agent assigned to me was clear with me that PB may still decide to deny my return/refund request- despite admitting that the original agent handling my case was not on the right team to address these types of issues (on the Delivery Quality Support team not the Retail Support team), despite confirming that said original agent (****** C on the *** team) never even opened an escalation for this *at all*, and despite documentation showing that my original, explicit request for a return and refund (not a discount, nor any other alternative solution) on 4/17/25 was not honored. In other words- despite PB not handling this in the standard or appropriate way from the start, they could nonetheless determine that I have to keep a furniture item that has been documented as having an undisclosed manufacturing defect and presenting safety concerns. 

  
  Since my initial complaint was briefer, I will round out the facts of the situation: This  began with a terrible "white glove delivery/assembly" experience (note PB charges hundreds of dollars for this "white glove" service- for me this cost has been addressed but does not adequately resolve the separate issue of needing a huge unsafe piece of PB furniture removed from my home). After having to reach out to PB myself to get the first delivery/assembly issue resolved since the "white glove" team left the bed completely disassembled and failed entirely to follow up (which, per my newly assigned agent, is "sadly not uncommon"), we have documented manufacturing issues that were not appropriately escalated/handled-- the footboard and canopy poles are meant to be connected and stabilized by an ***** s**** inserted into an ***** hole, per step 4 of the assembly instructions, and the footboard/canopy poles are documented as missing ***** holes that would provide the intended stabilization. The "solution" provided by PB's *** team  was having a furniture tech glue the canopy frame tighter, which has demonstrably proven insufficient to remedy the manufacturing defect of missing ***** holes/***** screws. I am not sure how gluing a large, heavy, wooden structure that is unstable would suffice to serve the same purpose as metal screws stabilizing the base; I was relying on the expertise of PB and the furniture tech sent out when accepting this as a solution, although in hindsight it seems I was naive to buy into the idea that glue would suffice where screws are intended. There are now subsequently discovered assembly issues with the base of the bed- a support beam is entirely detached from the platform base. I have provided PB with documentation that the platform base was hastily assembled in a less than precise fashion. The detached support beam was discovered after the fact only because PB did not instruct me, as a buyer, to fully inspect the item before putting me on the spot over the phone to accept it "as-is" (nor did PB explain that this would preclude further assistance even with newly discovered safety concerns). PB has verbally acknowledged over the phone there are safety concerns presented by the issues I have shared, and as previously stated have admitted this was not handled by the appropriate channels previously, but nonetheless has informed me they may still deny a refund/return.

  
  The fact of the matter is, we are talking about a huge, unstable piece of furniture that I do not have the skills, physical strength, or resources to handle myself. The bed is only a month old. I have provided documentation evidencing the fact that I have not even been sleeping on it for the past few weeks since noticing the base is additionally unstable, which now exacerbates the concern with the unstable canopy frame (it is one thing to have an unstable canopy frame above the bed when the base is stable, but it is another to be expected to sleep under an unstable canopy structure that is now documented as resting upon an unstable base - the instability of the base can further impact the instability of the canopy frame). I will also note that PB lowered the price on this bed (in the color/size I purchased it in) even further from the original clearance price I bought it at, the timing of which coincided with me saying it was not acceptable to sell customers items on clearance without disclosing that there was faulty manufacturing; PB has to date not denied listing the item on clearance as a result of manufacturing defects. I am not so concerned with the price; as I have stated time and time again my concern is with safety.

  I have even offered to buy a different bed from PB (that cannot present such safety concerns) so that they are still getting the same revenue amount from me as they would have, had this never happened. Note that purchasing another furniture item from PB is now the last way on earth I want to spend my money due to how stressful this entire experience has been, not to mention the fact that it would require me to wait additional weeks to actually have a stable bed given there are so few furniture items available and in stock at **. So, if there is any thought that this is an attempt from me to secure an alternative item simply because I'm dissatisfied aesthetically with the look of this one, rest assured that is not the case as I would prefer not to have to purchase any more furniture from them and be put through the brutally drawn out delivery wait, followed by random subcontractors being presented as "white glove delivery," and then having to hope the new item has no undisclosed defects like the farmhouse canopy bed I ordered did. It seems that I have been the one really putting in the effort to resolve this, and it is starting to seem not only like that effort is not mutual but that PB actually intends to bully me into keeping a defective and unsafe item. This seems an especially relevant concern in light of PB having presented this case as "resolved" to the BBB before actually providing me with any additional information from my newly assigned case agent. 

  
  Realistically, I have been at PB's mercy through this whole terrible experience- PB has been aware of that from the start and sadly, seems to be taking advantage of that power imbalance in this situation. While PB did issue me a store credit for roughly $385, there is no real reason this would preclude them from issuing a refund for the remainder of the cost of the bed and promptly removing this unsafe item from my premises, as I have now requested time and time again- first on 4/17/25. This is especially true given the documentation of (i) the fact that PB has admitted they previously did not handle/escalate this issue appropriately, (ii) the fact that PB did not disclose a manufacturing defect but was (and still is) selling this defective item to consumers on clearance, (iii) that PB allowed glueing an unstable king sized canopy frame to be presented as a long-term solution to missing screws intended to stabilize the structure, knowing I was fully reliant on their assistance and expertise, (iv) the fact that I was not instructed to inspect the bed before agreeing to take it as-is in exchange for the ~$385 discount (which amount is just about $100 more than the "white glove delivery/assembly" fee alone), (v) the fact that new defects with the base were subsequently discovered and prior documentation of improper assembly (use of power drills despite specific request against this, rushed assembly), and (vi) the fact that the newly discovered issues with the base exacerbate the issue of the canopy frame being unstable. The bed needs to be promptly returned and refunded. 

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

  Business Response

  Date: 06/04/2025

  Williams-Sonoma,Inc. 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 leader with our retail support leadership department is owning this customers order and we have relayed this message to our retail support leadership department for our customer. We also confirm our retail support leadership department has initiated a refund for return for our customer. No further action is needed by our department as our retail support leadership department is already addressing our customers concerns.
  
  Sincerely,
  
  Williams-Sonoma,Inc. 

  Customer Answer

  Date: 06/04/2025

   
  Complaint: 23389879
  
  I am rejecting this response because:

  I sincerely appreciate the update, and particularly the new information from Williams Sonoma that the PB agent handling my case has now initiated a return/refund on the bed. However, I still have not received any direct communication (from my newly assigned agent at PB or otherwise) confirming that ** has agreed to honor the return/refund request or initiated the return/refund process.

  Given the way PB has handled this up until the last (6/4/25) response from Williams Sonoma via the BBB, I would be remiss and would be doing myself a disservice to consider this case closed/resolved before receiving direct confirmation that the return/refund request will be honored/is actively being issued. I will, however, preserve records of the last message wherein the retailer has stated to the BBB that a return/refund has been approved and is actively being issued to me by my PB agent. Many thanks to the BBB for ongoing assistance getting this fully and finally resolved. 
  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 06/09/2025

  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 leader with our retail support leadership department is owning this customers order and we have relayed this message to our retail support leadership department for our customer. No further action is needed by our department as our retail support leadership department is already addressing our customers concerns.
  
  Sincerely,
  
  Williams-Sonoma, ****  

• Initial Complaint

  Date:05/28/2025

  Type:Sales and Advertising 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 was placed on 5/16 for two items that shipped separately. One item arrived on time, the other said it would be delivered by 5/22. Every day since 5/22 we have received a delay notification from ***. We called Williams Sonoma customer service after the 5th or so delay and spoke to someone who promised beyond all doubt and uncertainty that if it was delayed one more day to call back and we would be immediately refunded. That happened, we called back the next day, and a new CS agent told us that none of what the first one said was accurate. He told us our only option was to wait since *** was still technically updating the tracking and call back in a week if we still were having issues. The item was ordered as a gift with the original delivery date in mind and the date has long passed. The second CS agent had no consideration or care for the fact that we were given completely inaccurate information and did not offer a feedback option or way to talk to someone else. After calling a 3rd time we got someone who confirmed we are required to wait it out for this item and offered a company email only after spending much more time on the phone. We already had to purchase a new gift and have no need for this item but since *** is still throwing it around between every hub in ****** and ********** we are required to just wait for it. Our complaint is not that there were *** delays, but that Williams Sonoma has CS agents blatantly lying to customers and telling them incorrect things. In total we've wasted nearly an hour on the phone with them because of what one customer service person falsely promised. This was our first time ever shopping with the brand and this experience guaranteed that it will be our last.

  Business Response

  Date: 06/02/2025

  Williams-Sonoma, **** is in receipt of this customers complaint. We have reviewed our customers concerns and confirm the ********* Design Heart Waffle Maker now shows delivered. We have reached out to our customer to set up a return for a refund if needed.   
  
  Sincerely,
  
  Williams-Sonoma, **** 

  Customer Answer

  Date: 06/03/2025

   
  Complaint: 23388606
  
  I am rejecting this response because:
  

  I did not receive any email from Williams Sonoma specifically regarding setting up a return or following up on this situation.

  
  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 email to help.   
  
  Sincerely,
  
  Williams-Sonoma, **** 

• Initial Complaint

  Date:05/26/2025

  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.

  Complaint Against West Elm Order #************ Defective Product and ******************************* I am filing this complaint against West Elm regarding a defective sofa and the unacceptable conduct of their customer service team.I purchased the Laurent **Piece Wedge Chaise Sectional (Order No. ************) and waited over six months for delivery. When it finally arrived, the product had multiple visible defects (including multiple visible stains, multiple areas of misalignment, and a large wavy distortion across the seating surface, photos attached), none of which could be resolved by their technician. The condition was unacceptable for a new item.When I contacted West Elms customer service, I was met with rude and unprofessional behavior. I was promised a follow-up by email, which never came. When I called back, I was told they do not use email for communication, directly contradicting their earlier statement. The representative repeatedly interrupted me, became emotionally reactive, and at one point said NO more than ten times in a row, refusing to let me explain the issue.After waiting six months, I am not willing to risk going through this process again only to potentially receive another defective item as replacement or return. Therefore, I am requesting a 40% refund, which amounts to $1,039.60 off the retail price of $2,599. This is a fair and reasonable resolution, as West Elm sells open-box items at 40% off, and many of which have fewer issues than the sofa I received. A 40% off as refund would allow both parties to avoid further delay, cost, frustration, and lost wages to deal with this matter.I respectfully seek BBBs assistance in resolving this matter. I respectfully request West Elms management team to communicate to me by email. I also ask that West Elm review the call recordings internally as part of their quality control process.

  Business Response

  Date: 05/29/2025

  Williams-Sonoma, **** is in receipt of this customers complaint. We have reviewed our customers concerns and this order for our customer. We confirm this is a business order. We have relayed this complaint to our business leadership department on our customers behalf. No further action is required by this department, as a member of leadership with our business leadership department is addressing this concern for our customer.
  
  Sincerely,
  
  ********************-********************, **** 

  Customer Answer

  Date: 05/31/2025

   
  Complaint: 23378847
  
  I am rejecting this response because:

  West Elm has responded to my BBB complaint and acknowledged that the Laurent **Piece Wedge Chaise Sectional was delivered with multiple defects, and that the technician was unable to resolve any of the issues. They also apologized for the unprofessional behavior I experienced during my calls with their customer service team. I appreciate their acknowledgment of these problems.
  
  However, due to their authority limits within the ************* team, they offered only a 16% refund, which amounts to $415.84 off the retail price of $2,599, as a "keep-as-is" option. This amount is far below the fair market value of a defective sofa with multiple stains, severe misalignments, and a warped seating surface.
  
  Although they mention this would bring the total discount to 40% by including the original promotional discount, this is misleading. First, the combined total is only 36%, not 40%, even when the original 20% promotion is factored in. Second, the original discount I received as part of my account promotion has nothing to do with the condition of the sofa and should not be counted toward compensation for its defective state. It is inappropriate and illogical to deduct my original promotional savings from the amount offered as a remedy for the value loss caused by the product defects. That approach is not only misleading, but fundamentally unfair.

  I am still requesting a 40% refund, which amounts to $1,039.60 off the retail price of $2,599. This is a fair and reasonable resolution. West Elm frequently sells open-box or damaged items at 40% off, and those items have much fewer defects than the sofa I received.
  
  I am respectfully requesting to be connected with a senior-level manager who has the authority to provide a just and reasonable resolution based on the true condition and value of the product. My entire family has been a loyal customer of ******************** for years, both personally and through our business. This experience, marked by rude, unprofessional, and dismissive treatment, has been deeply disappointing.
  
  I sincerely hope West Elms senior management will step in and resolve this matter with integrity and fairness.
  

  Business Response

  Date: 06/04/2025

  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 our Business leadership department is owning this customers order and we have relayed this message to our Business leadership department for our customer. No further action is required by this department, as a member of leadership with our ******************* is addressing this concern for our customer.
  
  Sincerely,
  
  ********************-********************, **** 
  
  

  Customer Answer

  Date: 06/06/2025

   
  Complaint: 23378847
  
  I am rejecting this response because:

  No one from West Elm has responded to the concerns I raised in my second message to BBB sent on Saturday, May 31, 2025. As of today, June 6, there has been no follow-up of any kind regarding that message. I sincerely hope that West Elms senior management will step in at this point and address the matters I raised in my second message to BBB with the integrity and fairness that customers deserve. This experience, marked by rude, unprofessional, and dismissive treatment, has been deeply disappointing.
  

  Business Response

  Date: 06/16/2025

  Williams-Sonoma,Inc. is in receipt of this customers complaint. We have reviewed our customers concerns regarding this order. We confirm a member of leadership with our business department is currently owning this customers order and has reached out to our customer to help. No further action is needed by our team as our Business leadership department is already addressing this concern for our customer.
  
  Sincerely,
  
  ********************-********************, Inc. 

  Customer Answer

  Date: 06/17/2025

   
  Complaint: 23378847
  
  I am rejecting this response because:
  
  No one from West Elm has responded to the concerns I raised in my second message to BBB sent on Saturday, May 31, 2025. As of today, there has been no follow-up of any kind regarding that message. I sincerely hope that West Elms senior management will step in at this point and address the matters I raised in my second message to BBB with the integrity and fairness that customers deserve. This experience, marked by rude,unprofessional, and dismissive treatment, has been deeply disappointing.

• Initial Complaint

  Date:05/26/2025

  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 the outdoor table (two) less than 1 year ago. I tried reaching out to WestElm multiple times. I was able to get them on the phone, where they denied any responsibility or warranty despite the item being stored indoors over the winter. After less than 1 year, it looks very bad.Since then, I've tried reaching out to WestElm by email, via ******** and Instagram. I received zero response from them.I can't believe that they offer zero warranty. Their site and staff do not tell you that at the time of purchase. I would not have purchased that then.

  Business Response

  Date: 05/29/2025

  Williams-Sonoma, **** is in receipt of this customers complaint. We have reviewed our customers concerns and this order for our customer. We confirm this is an international order. We have relayed this complaint to our international customer service leadership department on our customers behalf. No further action is required by this department, as a member of leadership with our international customer service leadership department is addressing this concern for our customer.
  
  Sincerely,
  
  ********************-********************, **** 
  

  Customer Answer

  Date: 05/29/2025

   
  Complaint: 23378681
  
  The business indicated that they forwarded the complained to their other department indicating that the case is still being reviewed. As such, I cannot accept or decline the claim at this point yet.
  
  Sincerely,
  
  ****** ********

  Business Response

  Date: 06/02/2025

  Williams-Sonoma,Inc. is in receipt of this customers complaint. We have reviewed our customers concerns and have reviewed this order again for our customer. We confirmed this is an international order and have relayed our customersmessage to our international customer service leadership department. No further action is needed by this department, as a member of leadership with our international customer service department is addressing this concern for our customer.
  
  Sincerely,
  
  ********************-********************, Inc. 

  Customer Answer

  Date: 06/04/2025

   
  Complaint: 23378681
  
  I am rejecting this response because:
  
  Complaint: 23378681
  
  The business indicated that they forwarded the complained to their other department indicating that the case is still being reviewed. As such, I cannot accept or decline the claim at this point yet.

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

  Business Response

  Date: 06/11/2025

  Williams-Sonoma,Inc. is in receipt of this customers complaint. We have reviewed our customers concerns and have reviewed this order again for our customer. We confirm this is an international order. We have relayed our customersmessage to our international customer service leadership department and requested our customer be contacted for assistance with this complaint. No further action is needed by this department, as a leader with our international customer service department is addressing this concern for our customer.
  
  Sincerely,
  
  ********************-********************, Inc. 

  Customer Answer

  Date: 06/12/2025

   
  Complaint: 23378681
  
  I am rejecting this response because:
  

  This is neither a resolution or rejection. Business simply provided yet another (3rd) identical message that they forwarded it it to their other department. I haven't heard anything from that other department.

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

• Initial Complaint

  Date:05/25/2025

  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 purchased a product from ** and did not realize how long the shipping was going to take. As soon as I received the confirmation email, I went to their website to cancel. However I received a message informing me that I had to speak with **************** (cs). They were already closed. I searched online for other options and found several options for 1/3 less. I called cs first thing in the morning and was told they could not cancel the order. Since their website has a large box that states they guarantee price matching for the lowest price, I asked to receive the $100 back. ** stated that they only price match sur la table and ****** (it does not state that on my receipt or their guarantee), both places could not sell the product to NY customers. When I pushed them further, they went on to say they only price match prior to the purchase. Crazy! Their return policy says returns can be made for 30 days as long as it is not final sale or monogrammed, my product was neither. When I attempted to return it, I received a message stating my item was not eligible for return. All their practices were dishonest.

  Business Response

  Date: 05/28/2025

  Williams-Sonoma, **** is in receipt of this customer's complaint. We have reviewed our customers concerns and have issued a credit in the amount of $100.00 plus tax. Please allow 3-5 business days for this credit to reflect on the credit card used for purchase.
  
  Sincerely,
  
  Williams-Sonoma, **** 
  

• Initial Complaint

  Date:05/23/2025

  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 ordered a rug from the West elm website and paid for the "white glove delivery". They dropped off the wrong rug then argued with me that it was the correct rug. It was not. The warehouse supervisor told me they essentially would have to reorder it and it would be another 3-5 weeks for delivery because it was on backorder after I had already waited 3 weeks for this delivery. I was confused since they were supposed to deliver the rug to me that day and admitted they brought the wrong one from the warehouse so how could it not be available, where was mine? She then told me if I talked to the customer service representative they would tell me the same thing. After 30 minutes finally she transferred me to the customer service representative. After asking to speak to a manager while talking to the customer service representative for another 60 minutes they finally transferred me after I requested my order just be cancelled and I wanted a refund. After a total of 2 hours on the phone the manager then told me she would call me back the next morning with a better idea of the expedited delivery timeframe when she looked at other warehouses. She never called. I have emailed multiple times in attempt to cancel my order with no response.

  Business Response

  Date: 05/28/2025

  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:05/21/2025

  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.

  On March 6, 2025, I ordered Simple Upholstered Wall Mounted Headboard - Leather as shown on the West Elm website. Size: Tall, King Color: Statesville Pebble. The website includes multiple photos of the tall leather headboard in a color only available in leather on a bed that appears to be a king or queen size. There are no sewn seams on the headboard. Photos show it is one piece of leather.Regarding returns, the website states, You can return eligible items within ******************************** 7 days for quick-ship upholstery items. Made-to-order items are not eligible.The headboard was delivered to my home on April 16, 2025. On the day of delivery, I called West Elm to state the headboard had two seams up the front and it is not what I ordered. The representative noted my complaint and said she would submit for it to be rebuilt. After numerous contacts with West Elm via email of photos and telephone discussions with representatives that said they could clearly see from the photos it is not what I ordered, the last response via phone on May 21, 2025 was that management would not allow a return or refund as it was a custom order. The representative said the headboard, due to size of the leather, could not be made without seams, however, I was not told that before ordering and expected what was provided in the photo on the website.I want a full refund, as I did not receive what I ordered. I also want West Elm to pick up their headboard at no charge from my home.

  Business Response

  Date: 05/28/2025

  Williams-Sonoma, **** is in receipt of this customer's complaint. We have reviewed our customers concerns and have initiated a return for a refund in full. We have also relayed this information to our site experience team to clarify if the wrong merchandise was shipped or if our site needs to be updated for this item.    
  
  Sincerely,
  
  Williams-Sonoma, **** 

  Customer Answer

  Date: 05/28/2025

  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, so long as the business follows through with the actions stated in their response.
  
  Sincerely,
  
  ****** Main

• Initial Complaint

  Date:05/20/2025

  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.

  We ordered a table, buffet, 4 side chairs (Payson), and 2 additional chairs (*******) for the head of the table on August 29, 2024 from Pottery Barn. Dec 29 2024: We received our initial order. One ******* chair had a broken castor; the buffet was fine; the table was completely broken and unsafe (missing screws on one of the two support beams + a crooked leg); and the 4 Payson chairs were made incorrectly (not the right wood). Jan 5 2025: PB did pick up the broken table and pledged to re-order the Payson chairs. They did replace the table with a new one.March 16 2025 - Pottery Barn delivered the "corrected" chairs (and did replace the broken caster) - however, the new set of Payson chairs were STILL incorrect. And thus it remains - nearly 10 months later, we cannot get resolution and order for the corrected chairs. We have been told they are trying to get a new *** created but - there is no timeline, no *** on their arrival, no offer of compensation. We spent significant money on this dining set and are so disappointed! The first table was an embarrassment and a hazard for our toddler. The chair castor was also a problem with ball-bearings rolling all over. And these chairs! $1200 and Pottery Barn cannot fulfill the order in a timely fashion. IF they are ever able to create the **** the *** (per their website) is September at the earliest.We would like to see expedited resolution of this issue and some sort of compensation or refund (at worst, store credit). The email chains are included; much was discussed via phone.Thank you!

  Business Response

  Date: 05/21/2025

  Williams-Sonoma,Inc. is in receipt of this customers complaint. We have reviewed our customers concerns regarding this order. We confirm a member of leadership with our retail support department is currently owning this customers order.We have relayed this complaint to our retail support leadership department for our customer and this department will contact our customer to help. No further action is required by our department, as our retail support leadership department is already addressing this concern for our customer. 
  
  Sincerely,
  
  Williams-Sonoma, Inc. 

• Initial Complaint

  Date:05/19/2025

  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.

  In March of 2025 we placed an order on ******* Sonoma website for Teak outdoor patio furniture. In the description it clearly stated Teak frame and in our order confirmation it says we were to be receiving Teak frames. In May when the delivery arrived we were very surprised when only cushions arrived. After calling ******* Sonoma they didn't have much answers at 1st and stated to call delivery to see where the rest of our order was. Our 2nd call to customer service revealed that we only purchased cushions but that management agreed that the description on the website was misleading and that frames was used in the product description. We were told however that management would have to clarify with vendor on if they can send the frames and to anticipate a email follow-up the following week and phone call to ensure resolution. The following week came and went with no follow-up. After contacting customer support again I learned that they had confirmed the vendor had a "website error" and no frames would be provided to us despite that being clearly advertised and stated in our order. The customer service *** I spoke to at that time essentially strong armed me into a product return even though I stated I didn't think it was entirely legal for them to advertise one thing and then not deliver what was advertised. I'm not an attorney, but I feel very mislead by this entire situation and have lost time spent trying to get this issue resolved with ******* Sonoma. They never returned correspondence and don't seem to value their customers or what they put on print. Since we have brought this issue to their attention, they have adjusted their website. The below picture is of our shipping confirmation, prior to them adjusting things.

  Business Response

  Date: 05/20/2025

  Williams-Sonoma, **** is in receipt of this customer's complaint. We have reviewed our customers concerns and have reviewed this order for our customer.We confirm a return has been initiated on this order for a refund to our customer. In addition, below is the link to our Terms and Conditions for navigation to the Inaccuracy Disclaimer we have posted on our website.
  

  Sincerely,
  
  Williams-Sonoma, **** 

  ( ***************************************************************************************************** ) From time to time there may be information on our Site or in our catalog that contains typographical errors, inaccuracies, or omissions that may relate to product descriptions, pricing, and availability. Williams-Sonoma****** reserves the right to correct any errors, inaccuracies or omissions and to change or update information at any time without prior notice (including after you have submitted your order). If you do not wish to continue your purchase after pricing or other information has been corrected, please contact us right away and we will work with you to cancel or return your order. 

  Customer Answer

  Date: 06/04/2025

   
  Complaint: 23350240
  
  I am rejecting this response because: we were not refunded fully, despite that being what both parties finally agreed to. This company shorted us 
  $473.59 exactly. That is not acceptable. They were the ones at fault and we at a minimum should be given a full refund as agreed upon and promised. Then again we were also promised frames and those were not delivered. This company lies and scams it's customers. I hope that is something that can have some form of ramifications. Right now I feel very taken advantage of by a company much bigger, wealthier, and more powerful than myself. 
  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 this order has been refunded in full. Below is an itemized summary of the charges and credits on this order.
  
  Order Total: $6,412.37     
  
  Charge $5,938.78 on 3/31/2025
  Charge $473.59 on 3/31/2025
  Credit $6,412.37 on 5/29/2025
  
  
  Sincerely,
  
  Williams-Sonoma, ****