Anonymous
map-marker Portland, Oregon

Food Items Non-Returnable

I purchased a gourmet salt at the Williams Sonoma store at NW23rd in Portland, OR. A couple of days later I found a similar item at World Market for less than 50% difference. It wasn't the same, but similar. I went to Williams Sonoma with the unopened salt and was told I could not return food items. End of story. I even sent a complaint to their customer service department and was essentially sent a boiler plate response. I don't know of too many other stores that have such a ridiculous policy. If the item is unopened and unused, what is the problem? Buyer beware, don't buy any of their overpriced food items because if you change your mind you are stuck!
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Loss:
$15
Cons:
  • Customer service and return policy
Reason of review:
Poor customer service

Preferred solution: Price reduction

Anonymous
map-marker Chevy Chase, Maryland

Williams Sonoma's Customer Service One of the Worst Online

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Website said pre-Christmas (2015) delivery of the items I ordered. Then I received a confirmation email saying items would be delivered after Christmas. I immediately canceled the items but was told they have no ability to send an email confirming cancellation. Really? Two weeks later, two of the items shipped and were charged to my credit card. I called to complain and they said there was nothing they could do about it and that they have no control over cancellation of items from their "vendors." (Perhaps you should change vendors or whatever inadequate system you are using?) I requested that the remaining item from the original order, which had not shipped that day, be canceled. They confirmed they had canceled it. But the next day I received an email telling me that item had shipped. I called again and they said "we have no control over our vendors." I spent close to an hour on the phone with various "customer service" reps during this 2 weeks process, one of whom was fairly unpleasant, although the others were nice and polite and seemed to really want to resolve the situation. I am inclined never to shop at W-S again. It is amazing how poorly run their operation and their customer service are. Astounding. Lastly, after completing a conversation with one of the many reps with whom I spoke, she said "Thank you so much for calling Pottery Barn."
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Reason of review:
Poor customer service and order processing issue
Vicenta Xpx
map-marker Sawgrass, Florida

Failed To Ship

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Updated by user Jan 06, 2016

Update. Despite saying they would ship my order when I called on Dec.

24th, it was not shipped til December 30th and arrived on January 5th. If that weren't bad enough, while the item shipped had the same item number as the item on the website, it was not the same item as advertised on the website. Instead of a 5 inch deep saucier as advertised on the website, a 3 inch deep saucier was shipped.

The whole reason for my order was to get a 5 inch deep saucier - which is exclusively sold by Williams Sonoma... No only do they fail to ship, but they don't ship what they advertise.

Original review Dec 24, 2015
Ordered gift on 12/13 that was supposed to be delivered by 12/23 for Christmas. I checked the website and it said it was "out for delivery" and then later on 12/23 it said "front door delivery". But I got no package. When I called (and it took 3 attempts since I hung up twice after waiting over 15 min) I was told it hadn't been shipped for some reason. Reading other complaints, it is very clear that W-S has shipping problems - despite their promise to provide "the highest quality of customer service". How can you trust purchasing online from a company that can't handle the basic task of shipping?
View full review
Loss:
$214
Cons:
  • Failure to deliver
Reason of review:
Order processing issue

Preferred solution: Deliver product and provide substantial price reduction

Anonymous
map-marker Luling, Louisiana

Failed delivery

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I ordered a present on 12/10, and was assured it would leave 12/14 to be delivered in enough time for Christmas. I had not received and called, again being assured it would arrive in enough time for Christmas. After 2 calls, and 12/23 approaching, I was AGAIN ASSURED it would leave that day for over night delivery to arrive in time. Calling on 12/24, I received, "Sorry. A small amount of packages did not make the delivery cutoff and yours was one of them." I placed enough calls to expedite this. I followed up and remained patient up until I received what proves to be a flippant answer and not receiving my package. For such a large business, this is a horrible way to practice. No help, no offer to compensate me other than cancelling my order, and no attempt to reconcile this in any way. I am assuredly done with Williams Sonoma.
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Loss:
$20
Cons:
  • 30 minute wait time for customer service
  • Not receiving package
Reason of review:
Problem with delivery

Preferred solution: Let the company propose a solution

Anonymous
map-marker Los Angeles, California

TERRIBLE CUSTOMER SERVICE! WORST EVER!

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This used to be one of my favorite stores. NOT anymore. I spent $2000 on tabletop items (plates, bowls, flatware, glasses, table cloth) over the weekend and purchased NEXT DAY shipping. I needed everything by Thursday for a dinner party I am hosting and 90% of my items have yet to be delivered! I have been calling numerous each day and their customer service is USELESS! They say "Oh, it will get there in time." NOPE! It's not Thursday and hasn't been shipped. The customer service on the phone just read out what was in an email they sent me or what is online. I now have to go buy a whole new set of china, glasses ect. before work and I will definitely NOT be going there EVER again. THE WORST EXPERIENCE!
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Loss:
$1300
Cons:
  • That williams sonoma did not honor their promise
  • Communication
  • Online shopping
Reason of review:
Poor customer service

Preferred solution: Full refund

Ensley Eqr
map-marker Charlotte, North Carolina

Couatinpmer service

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My daughter ordered 2 TWO sets of Garnet champaign Flutes as our Christmas gift!!! They told her it would be delivered on Dec 23rd!!

Instead we received a rug from West Elm...meant for a women in ?Wisconsin!! After finally getting a hold of a customer service representive we were told the rug would be picked up and our Champaign Glasses would be delivered!!! We have every bit of information they could possibly want!!! Order # for both orders!!!

Etc!!!! No ACTION...NO PICK UP...NO DELIVERY of champaign flutes and NO follow up on DID WE GET OUR PACKAGE???HAVE WE BEEN HAPPY with their service???

The answer of orde would be no and NO!!!! As a result we will NEVER order from or purchase from WILLIAMS SONOMA a company that my mother ordered from before there were any STORESmon the EAST COAST!!!!!!!

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Loss:
$150
Cons:
  • Delivery
Reason of review:
Delivery,customer service and lack of concern with our complaints.

Preferred solution: Deliver product or service ordered

1 comment
Guest

All has been resolved! I went to our local Williams Sonoma (not that they hAd anything to do with this mess at all) sin I had no place else to go!!! And a very kind,patient, understanding and responsible associate manager Eric Edmund called customer service, got my glasses, tools me to bring him the rug and he would take care of it and got my daughter a nice refund!!

Anonymous
map-marker Laurel, Maryland

Duplicate Order

Rec'd an email that suggested an order I placed online had been duplicated. I called immediately and was told the order was too new for them to fix this but they would make a note of it and catch it when it showed up.

I sent an email the next day asking for confirmation that the duplicate was cancelled. They wrote back saying they process orders so fast that it is too late to cancel. I do not have shipping confirmation; the order isn't even showing up online -- but too late to cancel, according to robot email. I need to wait until it arrives and then either refuse shipment or contact them for a return label -- all the while this not inexpensive item sits on my charge card twice.

Then it will take 2 to 3 weeks to get a credit. Are they so cash poor they need to treat customers this way? I am seriously considering refusing both orders when they come.

Companies wonder why Amazon.com gets so much business. They do understand why people order online and how to do it right from the customer's perspective.

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Reason of review:
Order processing issue
Laquan Pyz
map-marker Tyler, Texas

Williams Sonoma - Sleep Study Loft Bed Review from Tyler, Texas

We've had the worst experience on a purchase that we have still not received! This was a loft bed that we purchased beginning of Nov. that was on backorder until Dec. with a confirmation email that delivery was scheduled for Dec. 24th. This was a gift for my daughter & going to be a special surprise! I spent Christmas Eve waiting & not a single phone call back.. No show or call at all! Called back the 27th & rescheduled for the 31st. This time being told that delivery was not made on 24th due to some parts missing. Another representative informed us that we would have to wait until mid Feb. After several stories & getting the runaround we were still willing to try again because our daughter really had her hopes up... especially after the delivery service called us on the 31st & said they were on the way to deliver & put together what components they had for now, but would be back to finish when remaining components arrived. Delivery service showed up & started putting boxes in her room & then asked if we could wait until all parts are in to assemble... that means boxes sitting for over a month. While I'm thinking that through the delivery service tells us that they cannot take the bookshelf upstairs "Sorry but this part has already been assembled & too heavy to move" explaining that they will take that piece back to the warehouse & bring it back again. I'm not sure now if this bed would make up for missing time with my family & all of the frustration this company has caused! So now they have taken back the parts & I now I'm back to more frustration because they have already charged my credit card & they said I can only have 15% of my money back at this time! I'll have to wait for remaining balance to be put back on. They said it was because Some of the items were sent to warehouse & so how can I pay for something I do not have & now the rest of the parts will not be available until Feb. 28th. I really cannot believe this experience...unbelievable! I will never buy from them again!!!!!
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Reason of review:
Problem with delivery
Anonymous
map-marker Attleboro, Massachusetts

Williams Sonoma Nespresso Machine Review from Attleboro, Massachusetts

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I order an item last week it said it would ship next day and I would have it Christmas Eve. I still til today do not see that the item has shipped. I called the women told me its pack and ready to ship but she doesn't know if it will make it in time for Christmas. BUT when I receive after Christmas I can return it and get a refund. I asked to speak to a manager she said u can talk to one but it's going to be a long wait cause they are busy. (I am sure with angry customers) I waited an hr and no one came to the phone I hung up because I have things to do, this is the first time I have ordered from this company and it will be the last. I order an item from kohls 2 days ago knowing it will not be in until after Christmas which I was fine with. Well guess what Is being delivered today my item from kohls. Now that is great service!!! Never again will I order from William Sonoma
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Reason of review:
Order processing issue
Anonymous
map-marker Aptos, California

Review in Customer Service category from Aptos, California

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We received a gift in the mail from Williams-Sonoma, and the shipping info inside the box was for another family. When I called to inform customer service, they did not seem to care, or even apologize. I knew to expect a gift, as our daughter had told us her boyfriend was sending something. However, the family that received our gift would have no clue as to who it was from. I actually had to insist that the customer service agent take the order info and contact the other family to let them know. This is no way to operate a business! I will never order gift from them. My son registered with them for his wedding, and a number of gifts arrived with no sender info. It made for a very awkward situation, as they did not who to thank for which gifts.
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Reason of review:
Poor customer service
Anonymous
map-marker West Linn, Oregon

Worst customer service...ever. Really. Makes cable companies look good.

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I placed several orders to be delivered by my three employees on 12/17/2015, intending them to be Christmas presents. It is now 1/6/2015, and one order is still "in process" according to the WSweb site. I called to inquire about it. After being on hold for 21 minutes (despite the recording telling me my call was very important to them), I finally reached a human, who put me on and off of hold - only to tell me that one source said the order was ready to ship and another said it was on back order. She *promised* someone would call me back with the status. No call. And then there I was again on hold the following week. "Jennifer" just answered (after only eight minutes on hold), but then put me back on hold so she could "find out what she could for me." After being on the phone for 13.5 minutes....I was disconnected. For a company that charges what they charge for their products, I would expect a much higher level of customer service. Christ, even *Comcast* answers their phones. I sent them an email with the above, adding, "Oh yes, and I'd like my money back." We'll see if that happens.
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Cons:
  • Delayed delivery and customer service
Reason of review:
Poor customer service
Anonymous
map-marker Traverse City, Michigan

Next day shipping

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I will keep it simple. I paid for the next day shipping. Product did not arrive the next day. Customer service rep said orders take a day to process and than ship out. So much for the next day. They refused to do anything except refund the expidite shipping. Williams and sannoma are not honest and not ready to play with the Amazons of the game. I did not mention first customer service rep was not truthful by saying product was out for delivery when it had not even shipped yet.
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Loss:
$65
Pros:
  • Product quality is fine
Cons:
  • Long wait times and being lied to
Reason of review:
very poor customer service and delivery problems. The customer should always be given the truth.
Anonymous
map-marker Houston, Texas

Horrible customer service

I placed an order for 4 Christmas mugs on 12/8; a few days later I received one. I called customer service four times over two weeks; each time was different. The first time they said they would be shipped; the second times was a delay and would ship. The third time I called I canceled the three mugs because too late for Xmas gift. Never did I receive an email from them with any updates. Well guess what, apparently they are shipping them and arriving 1/2/16! So again I had to call and wait on the phone for 30 minutes to talk to someone and they are going to try to reroute UPS. I really don't know when I will receive my refund! I asked if there was someone to talk to and file a complaint and guess what that answer was! What a waste of my time!
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Reason of review:
Poor customer service
Anonymous
map-marker Frisco, Texas

They take your money then take a *** attitude

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I purchased in time for Christmas I thought however I think I should have purchased dec 26 of last year to get it in time this year. They do it all the time and you get a date when you should get it and that date hits and then they take that out of the system... so then you do not know when you will get it.... it even said they had it on hand when I ordered.... now days before Christmas they say I will get it by Christmas but I have no confidence in the company. But hey... I keep getting thousands of emails saying I can get the stuff by Christmas to keep spending more.... I hope this company goes out of business ... they have lost all consumer confidence in my book and they do not try to take care of their customers anymore
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Loss:
$500
Cons:
  • False ad promotion
  • Online shopping
  • Customer service
Reason of review:
Poor customer service
Anonymous
map-marker Moorestown Township, New Jersey

Awful Customer Service

Purchased a kitchen aid attachment for my mom for christams, ordered on the 21st with next day delivery. The item shipped 3 days later and will not be arriving on time for Christmas. It took me 6 calls and waits of upwards of 25 minutes to finally reach someone. When they finally answered me they sounded very agitated with me and refused to help me. They simply told me that they will be charging me for the next day delivery even though I didn't receive it the next day. Currently disputing the charge and returning the attachment. Will be ordering it off amazon, awful customer service. I will never be spending another dime at this store ever again.
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Reason of review:
Poor customer service
1 comment
Guest

Later ordering on Amazon will not work out well, either. Earlier next time.

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