Anonymous
map-marker Stamford, Connecticut

Gingerbread house

Debra Herman — 2 starI have never been so disappointed with the service or as angry with a store as I am with William Sonoma. I ordered a gingerbread house to arrive at my home the week of November 30. It was ordered the second week of October. It arrives early November . I call and tell them I do not want now but on date that is after Thanksgiving. They tell me just keep & they will send me another closer to date that I originally asked for. Well date arrives & no gingerbread house. Meanwhile I had given up the other to a charity. I call up, they have not called me. I ask where is it. Their reply is they are out of stock & the supplier can't get any more. Not only did I order early, but they make a mistake & punish me for their mistake. After a long wait to talk to someone they finally say they will ship one out the 16. It is now the 22 of December, I always have a gingerbread house as a tradition. No phone call or notification..just no house. This was such bad business, and total lack of respect for the customer. I never will order from them or tell anyone to. They make promises they can't keep & mistake with no apologies. They totally lost the Christmas spirit. I truly am hurt and disgusted by their treatment of Me D H James
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Cons:
  • Communication
Reason of review:
Problem with delivery
Anonymous
map-marker Merchantville, New Jersey

Worst return policy - never shop there again

I bought a Nepresso coffee machine as a gift at Christmas time online and had it shipped, and the person already had one, so when I wanted to return it I called Customer Service and they said that if it ended in .97 or.99 it is not returnable because it was a final sale item. She said that they wouldn't even give me a store credit! I don't usually read all of the return policies when I purchase an item online - but absolutely will now. Williams Sonoma has one of the worst return policies ever. So, I have to eat the $127+ I suppose.
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Reason of review:
Poor customer service
Anonymous
map-marker New Bern, North Carolina

W-S won't honor "lifetime guarantee"

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I received a Williams-Sonoma breadmaker a decade ago as a gift. It has no other brand name on it and weighs a ton. It came with a "lifetime guarantee" which seemed too good to be true. Admittedly, I've been happy to have it all these years, but a deal is a deal.

WS won't honor their promise now because I do not have "an order number and we don't offer that product anymore." The customer service agent was in India.

This is why American companies will continue to lose profitability. It all started with the VW and Corolla. Before that we had no clue that anything could be made outside America. Other countries make stuff better.

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Pros:
  • Quality of the product
Cons:
  • Uninformed and useless customer service
  • That williams sonoma did not honor their promise
Reason of review:
Warranty issue

Preferred solution: Replace with current model available

6 comments
Guest

Williams Sonoma has the worst warranty service. Their claims are all bs. Experiencing the same problem now.

Guest

I agree with the person that posted this. I too purchased and item with the supposed lifetime guarantee as long as you keep receipt.

I did exactly as told. I even kept the box. Now they won't honor the warranty on the item.

For the mark up on items that they have, they should honor the warranty. If not, they will lose sales to Bed bath and beyond and other online retailers that sell small appliances for less and get the same warranty.

Guest

Trashy... do YOU come with a lifetime guarantee?

Stop being cheap and go buy a new one... you lease your car and get a new one every 3 years, no?

You get a new iPhone every 2 years, no? So, consider yourself lucky that your ridiculous bread box outlasted your car and phone...

Guest
reply icon Replying to comment of Guest-1402519

You're an idiot. If my car comes with a 2 year or 10 year warranty, I expect them to honor it.

If some car manufacturer were foolish enough to offer a lifetime warranty, I'd expect them to honor that as well.

It's part of how they sell the product. You're a sucker, a boot licker, if you think corporations shouldn't be forced to honor the promises they make when selling something.

Guest
reply icon Replying to comment of Guest-1402519

They offered it, they must own up to it. Apple doesn’t offer a life time warranty. It’s not about being cheap , it’s about principle.

Guest

Of course they cannot honor an order that has no order number. If they did so, people could pick useless junk up at garage sales and return it. Every vendor must require proof of purchase.

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Anonymous
map-marker Independence, Missouri

Incorrect Order

I had ordered boxes of peppermint bark. I only received one box of Peppermint Bark out of 4 boxes I should have received. No response from them at all. Poor customer service. They sure take you money quickly. They cannot even respond to an email I sent to them. They charge too much anyhow. I cannot stand them and will never order from them again. Ever! I will tell everyone I know and meet how bad their customer service is. I run a retail business and I know a lot of people.
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Loss:
$50
Reason of review:
Not as described/ advertised
Anonymous
map-marker Brunswick, Georgia

Pissed

I ordered Beef Demi-Glacé and Chicken Demi-Glacé. Both glass jars arrived broken and the contents spilled staining my white linen table cloth. Need to return the Messy a Demi-Glacé for a credit. Both unusable due to Many pieces of broken glass affixed to the Demi-Glacé. Too damaged for use or return shipping. However,will gladly wrap in several layers of plastic for safe return. Have been an in store customer for many years in Chicago. This is my first really disappointing experience. pissed Mary Foote Davis, georgia
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Loss:
$160
Cons:
  • Damaged products
Reason of review:
Damaged or defective

Preferred solution: Full refund

Anonymous
map-marker Wrentham, Massachusetts

Never buy from Williams Sonoma again

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Bought a custom "Humphrey Bed" for over $3300. Came with bent legs after waiting 8 weeks. Called customer service and it was if I was trying to pull a scam. They keep telling you that someone will call you back but they never do. After countless hours of waiting on phone with customer service, still not resolved. They like to pass the buck and they don't care if you like it or not because they have your money. I will never buy from them again!!! The customer service is ridiculous.
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Loss:
$3300
Reason of review:
Bad quality

Preferred solution: Full refund

Anonymous
map-marker Mountain View, California

Williams Sonoma - Chefs Choice 1520 Electric Knife Sharpener Review from Mountain View, California

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After ordering an electric sharpener a lending charge for the correct amount of $182 adjusted on my bank statement. I received a shipping address a day later, and at the same time a second charge of $228 appeared on my bank account. After a long hold waiting on the phone, I was told they couldn't do anything but apply a credit to my account. So for four days they held double the amount I agreed to pay. I called again a week later to request a tracking number because it was never issued to me, and i was told it had been delivered. I was sitting looking at an empty mail box at the same time. I was refused my request to be transferred to a supervisor, so i called back and explained my frustration to yet another person who said they'd issue a rush replacement that should arrive in 1-2 days. Two days later, I call and find out my replacement was cancelled by someone, and I still don't have the product I ordered. This was the first and last experience I'll ever allow myself to suffer through this poor excuse for a retailer.
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Reason of review:
Problems with payment
Anonymous
map-marker Elk Grove Village, Illinois

Customer Servive tells me they have ZERO Control over their suppliers

On 11-24 I bought 20 gingerbread houses for $1500 with a promised delivery date by 12-10. Third year in a row purchase (and last). Checked online today as none delivered and new promise date is 12-17. Customer service tells me since they have a supplier that ships them they have zero control over the supplier, have no idea for the reason for the delay, and no way to expedite. They did offer to find out the reason if I would call back in 2 days. Williams Sonoma has zero customer service !!!!!!!!!
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Reason of review:
Problem with delivery
Anonymous
map-marker Randallstown, Maryland

Never Again

On October 09, 2015, placed an online order with William Sonoma for Halloween Moon sets of 12 mugs and 12 plates (3 sets of 4 each). None of it was delivered until I called and asked when the order would ship. Received all 12 mugs, but only 4 plates (1 set). After repeated calls to Customer Service all promising that the plates were at the warehouse I was finally told that there were no more plates. A refund has been issued for the plates not shipped - they hadn't even bothered to send an email to inform me of this development whenever it occurred. I was also told that although the items were not listed as final sale at purchase that they are now final sale and I am stuck with 12 mugs and four plates. I requested to speak with a supervisor and was told there wasn't one available. I am thoroughly disgusted and have no use for the incomplete set that was delivered. I'll continue to try to get a refund and cross Williams Sonoma off my future shopping lists.
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Reason of review:
Problem with delivery
Anonymous
map-marker Norfolk, Virginia

Don't buy from Williams-Sonoma

I ordered 3 items from Williams-Sonoma. One item was not what it looked like on their website.

In spite of the fact that they have a retail store locally their policy is to require you to return online purchases by mailing the item back to them AT YOUR EXPENSE. This is the ONLY retailer I have patronized with such a policy. It is ridiculous. I got a lame excuse from a CSR saying their retail stores didn't have room to keep returns that needed to go back to the distribution center.

That must mean the they have so many problems with their products that they can't handle the returns at their stores.

I have spent many hundreds of dollars with them over the years including many wedding presents - not any more. They do not stand behind their merchandise and make returns a real burden on the customer - not a good way to build customer loyalty.

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Reason of review:
Bad quality
Shantrice Fna
map-marker Cambria, California

Misleading Online Promotions

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Updated by user Oct 03, 2015

After six calls to "Customer Service" and a timely return of the unopened, factory-sealed, box, Williams Sonoma finally refunded my purchase price. This whole purchase and process, from beginning to end, has been unacceptable.

A company that wants a reputation for quality can do better than this.

Disappointing, but at least they made good. I give them credit for that.

Original review Sep 10, 2015
I recently ordered a Breville Grinder/Brewer appliance online on Labor Day. The web page announced a huge Labor Day 20% Off Sale on all items good for 3 days only--the Labor Day Weekend 2015. I did not see the 20% credited to the price on the order confirmation page when I placed the order. I called Customer Service and they first said that the credit would be issued when the order was processed on the first working day after the holiday. That was not true! I called a second time and this time I was told that Breville products were not eligible for the promotional discount. The agent, nevertheless, offered to grant the 20% discount and said the credit would be applied to my AMEX card. It did not appear. On the third call to Customer Service, I spoke with an agent who offered to apply the credit immediately and assured me it would show up as we were speaking. It never showed up. I have filed a dispute with AMEX for the $59.99 credit and if it does not appear before the item is delivered, I will return it for a full credit. I expect that I will get a message from Williams Sonoma that it is not eligible for return, so I will be expecting a long session with AMEX to protect my credit card from this company's misleading practices.
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Loss:
$60
Cons:
  • Online shopping policy
  • Customer service
  • False ad promotion
Reason of review:
Pricing issue

Preferred solution: Price reduction

Anonymous
map-marker Gulf Gate Estates, Florida

Williams Sonoma Staff Review

I returned an item to the UTC store in Sarasota Florida and the manager was rude and waved me away when finished. Very bad customer service !
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Reason of review:
Poor customer service
Anonymous
map-marker Dunedin, Florida

Shipping Fresh

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I ordered Truffles which are over $100 for 4 oz it was supposed to be a very expensive special gift for someone and with $20 in shipping you expect it to be overnight not the 5 days it is going to take to get here in the Florida heat how fresh is that. Customer service says they are sending it with cold packs!!!! seriously by the time they get hear they will have melted. The only other time I ordered a food item they screwed that up also do not buy food products from them they have no idea what they are doing.
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Reason of review:
Problem with delivery
Anonymous
map-marker Los Angeles, California

Underweight product

I purchased two jars of their Whole Chestnuts - net weight 12.07 oz. each. One jar seems about the right weight, the other weighs 3 oz. less. I wrote an email to their Customer Relations, but so far it's been several days with no response. Very disappointed! Isn't there a law about selling underweight products? Their receipt referred to "Williams-Sonoma.com/survey-6073." Their online site didn't seem to recognize that either when I tried contacting them in the hopes of a resolution. I would be quite happy to get the item replaced but the nearest stores are longish drives on very clogged freeways away from me. The season might not be quite right for it, but Bah, Humbug.
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Pros:
  • Personnel in their stores are generally quite pleasant
Reason of review:
Underweight item,I paid full price and got shafted.
Miroslava Dkp
map-marker North Royalton, Ohio

WILLIAMS SONOMA UNACCEPTABLE

Placed an order on September 11. When I didn't receive my order, I called on September 23. The customer service rep said I would have it within two days. After a no-show, I called again on September 27 and they said it didn't ship, but they couldn't contact the warehouse for five days. They said said they were busy with holiday orders. What holiday? When I asked to speak to a supervisor, they said there were none there and would have someone get back to me in 48 hours. They said they couldn't help. THIS IS NOT CUSTOMER SERVICE! I'll use Sur La Table next time.
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Cons:
  • Delayed delivery and customer service
Reason of review:
Poor customer service

Preferred solution: Let the company propose a solution

1 comment
Guest

Agree with you. I bought a Nespresso coffee maker on sale for $199.95.

They billed me 599.95. I called them the same day to correct issue. There was no evidence of me buying it for that price. "It's never been that price".

You may cancel order they said. Sure I did. Next thing I'm getting confirmation "it's on it's way". I called and asked what happened.

They said it was "too far in the process to stop". I said I will return it and I'm not payin to send it back. "We are putting a not here that you don't want to pay return postage".

I'm sure that's going to be another hassle. Meanwhile I bought the same product from Sur le table for $199.99

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