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March 2023 by Kathy S.
I ordered a patio set 2/20 with 'in stock' cushions. The entire order, with exception of the cushions, has been in salt lake ready for delivery, 'awaiting remaining items' since 2-27. The 'in stock' cushions are in my opinion lost in transit. They have been listed as in 'transit to the delivery center' since 3-2. It's now 3-29. I have called customer service. I have called the local Potterybarn store. All with no real information on when I can expect these cushions or where they are. I have asked to speak with someone at higher level regarding the situation and have literally been told there is no management level. I paid in full at time of purchase over $5000. The chairs are unusable without the cushions because they are a metal slatted frame chair. I don't know what's happened with this company I have purchased from them for decades. This will however be my last. You go to an upscale store for the quality AND the customer service. One without the other is intolerable at this level.
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March 2023 by Ines Rivero
The worse experience Ive ever had. Placed an order 6 months ago on West Elm website (company owned by Williams Sonoma) on September 5th 2022 and as of today, there’s no delivery of the entire order. I called about 10 times or more inquiring and either call would be put on hold to later be lost, agent wouldn’t call back after they said they would, they would tell me the piece wasn’t available and had no idea when it would be and once an agent told me the piece was found and was going to be sent but no one called for delivery. The easiest task was to cancel the order… I WILL NEVER EVER buy at west elm again and i will never recommend it either. You guys failed to deliver and it was a disappointment to do business with you. I’ve looked at all reviews and everybody is having similar issues… worse of all? No one ever called to acknowledge.
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January 2023 by Alex Mackey
I ordered what is for me an expensive rocking chair online and did ship to store. The chair arrived, I confirmed with the store employees my item, packed up the boxed item, and drove an hour home. Turns out I was erroneously given an open box item and it was covered in dog hair. For this type of money I’d expect to at least get what I ordered. But what was worse was my experience over at least a dozen phone calls (more than ten hours of phone time), which was the most abysmal customer service experience I've ever had.The first time I called customer service I was made to feel entirely responsible for being sent the wrong item. Several times I was told I should have paid for “white glove service,” and it was my responsibility to open the chair at the store and inspect it for damage and accuracy of product (I don't even have to do that at Walmart). Eventually I had to tell the representative, “please stop scolding me for not paying for white glove service and expecting to receive the product I ordered.”Today, after being assured that our new chair would be delivered to our home multiple times by multiple customer service agents over several weeks, we are now being told that it won't be happening and that we have to retrieve our item from the store in spite of what our customer service agent, Bonnie, communicated. We eventually spoke with the most insensitive, disrespectful supervisor I've ever encountered (Michelle, who clearly held me in complete contempt), who told me that I was cheap, irresponsible, and entitled. She refused to listen to me, interrupted time and again, and demeaned my experience with Pottery Barn Kids. She said it was impossible to send the item to my home and, when I said that PBK was able to correct the pick-up location to have the wrong chair retrieved, she didn't know how that was done but she was unwilling to assist us. After being belittled by Michelle, we canceled the order.Pottery Barn Kids consistently communicated wrong information, refused to correct their errors, insulted me, and lost a customer for life (including their other brands: Williams-Sonoma, West Elm, etc.). Will anybody at WSI even care? Based on my experience, no. Avoid this corporation at all costs.
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August 2021 by Mike Zohari
I parked my car there Sunday May 30th, when I backed someone broke window and stolen my stuff and Central Station police department don't care and they were not responsible !!!
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June 2021 by Mike Z
I parked my car there Sunday May 30th, when I backed someone broke window and stolen my stuff and Central Station police department don't care and they were not responsible !!!
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December 2020 by Judy T.
This has been a crazy situation. I have ordered from Williams Sonoma for years as well as their sister stores. This year I have order large ticket items from them delivered to my home with no problems. Each year I order the mini croissants and send as gifts to family and friends throughout the US and this year I ordered as normal. I sent the first order to my daughter in November for Thanksgiving which was received. All other orders were place in December and I ordered another croissant box to be delivered to my daughter again. All orders were delivered except for the order I placed in December for my daughter. I received a call from Williams Sonoma that there was a mistake on my order and they needed to verify I sent it before it could be released. This was all very odd since I used my same credit card and was shipping to an address I have shipped to for years. When I learned my daughter is the only one that did not receive the croissants I checked my account and Williams Sonoma cancelled the order. I called and no one could tell me why it was cancelled. I order them again but was told they could not guarantee Christmas delivery and it would be delivered by Dec 31. That order was placed on Dec 22. No one at Williams Sonoma can tell me why the order still shows pending. I was also notified by my Equifax subscription that Williams Sonoma tried to place an inquiry on my account. I'm not sure what is going on here a credit inquiry for $40 charge on AMX; however this is absurd and all I receive from them is "they are sorry it is taking so long and will check on it". No one is checking on it. I have asked by phone that a supervisor contact me. As of today that has not happened. I also requested in writing that I be contacted by a supervisor. Has anyone else had this experience? After over 15 years of purchasing through Williams Sonoma it seems like a different company and certainly a different level of customer experience. Customer experience seems to have gone by the wayside.
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August 2020 by VALORES BREVES
Very good - high cost but ghood quality of glass vases
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December 2019 by Elaine D.
I love Willlian Sonoma Products and my kitchen is mostly from the store. I ordered on the day it went on sale the Christmas Snowman dishes, 20% off at 10:00 and called the store I shop at and they are still not in. My store in GA which I love couldn't even order them on line for me and they could not give a reason why stores can't get them in. I am paying over $1,000 and that is with the sale, but refuse to pick up the few things they got in as I don't trust the reat will be in. I wanted to us these dishes all of December. This is horrible customer service when their own employees go out of their way and no one tells them what is going on. I love these dishes and frankly a professional store would let employees know what is going. I gave a star for my disappointment and frustrations for continuing to call my store for updates.
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September 2019 by lulu s.
Would never order from them again. Ordered 2 items: an outdoor table and a cover for the table. The table arrived without necessary supports, so I had to refuse delivery. The cover was described as arriving in 2 weeks, but in reality didn't ship for 5. They also charged the furniture delivery fee (in full) for the cover itself. Couldn't weigh more than 10 lbs. and deliverable via UPS, but it costs over 1/3 the cost of the item ($160 +) to deliver a table cover? Never again. Horrible customer service when I called about both issues.
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June 2019 by Meg G
If you must purchase items from here, don't order it online. Shop local folks. Those businesses care to have you as a customer and will treat you like it. Williams-Sonoma will not.
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May 2018 by Carmen M.
I placed an online order on William Sonoma. I'm an avid online shopper especially on William Sonoma for clients and myself. Half my order was sent to my house, other half was sent to my niece in NYC. Unfortunately, this was the 2nd time this had happened...last time was when my Thanksgiving turkey was sent to my niece in NYC instead of my home. I was more forgiving as I though it was my error. I called and spoke with customer service three times... 4/31, 5/2 and 5/3 to follow up on the return labels sent via email and have my niece bring the boxes to either a UPS store or William Sonoma store in NYC. At this point I was livid and spent alot of time on the phone trying to get this addressed. I escalated my complaint to a supervisor whose name was Lorraine. I was given a refund for these items. Thank you Lorraine for keeping William Sonoma's Reputation in tact. Please check, check, check where you send your packages on William Sonoma site as there is a bug that their IT Dept needs to address.
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October 2016 by Ivan Rozenblad
Great times!
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June 2016 by Diane P.
I ordered a bunch of table top items online. Two days later these items went on sale. When I called to ask for a price adjustment, esepecially since the items had not shipped out, I was informed price adjustments are no longer their policy. I asked to cancel my order and said I would re order at the sale price and they told me I could not cancel my order since it had already been processed even through it had not been shipped out. In my opinion this store is not customer service friendly. This will mostly be the last purchase I make from this store.
