Williams-Sonoma

Stay away from this business!!! I had purchased a sheet set from them in December 2022 for $120 and after a few washes the sheet is coming apart. I contacted them about returning it for another sheet set and they told me their return policy is 30 days but they can offer me a basic 10% discount on my next order. Why would I give you more of my money for another possible defective item? I will never do business with this company again and I advise everyone else to do the same because they don't appreciate their customers.

Today is Feb 4th, 2023. I placed my order for the Karson 8'x10' ivory wool rug on October 11, 2022. It was not a "custom" order item and there was no notice that the delay in delivering the rug would be so long at the time I placed my order. Had I known, I would have purchased a rug elsewhere.

I have been tracking my order regularly since placing the order. I have had an original delivery date window of Mon, Nov 21 - Wed, Nov 23, but no rug. After that date passed the delivery date window was changed by PB to Wed, Dec 14 - Fri, Dec 16. Again, no rug.

Next, tracking sent us a notice that the rug had arrived in Hickory, NC to the PB loading dock on Tue, Dec 20 @ 8:52am. Great news so we thought, the rug is close! We live in South Carolina.

The delivery window was changed yet again to Mon, Jan 9 - Tue, Jan 10. We thought 3 weeks delay to deliver the rug was a bit long, but on Sat, Jan 7 the delivery window was changed by PB yet again to Mon, Jan 30 - Wed, Feb 1. I want to schedule my delivery, but after I spoke with 4 different Scheduling customer service workers this week, I find out that my rug is not at their loading dock, but at another warehouse and not ready for a delivery to be scheduled yet. Pottery Barn has my money and my rug. NOW on January 25th the delivery date was pushed out again until Feb. 10th! Pottery Barn customer service is TERRIBLE. The quality of the items I have previously purchased in the past have been great, but I will NEVER buy another item from Pottery Barn again after this nightmare!!!! BUYERS BEWARE!!!!! Yelp requires a minimum of 1 star. PB deserves a negative star rating in my opinion. I have recently filed an official complaint with the BBB on-line!

The delivery window for this rug has changed FIVE (5) times over the past FOUR (4) MONTHS!!!

Hickory, NC is LESS than 150 MILES from our residence in Blair, SC

There is NO EXCUSE for this rug to have been sitting at any warehouse for OVER SIX (6) WEEKS!

PB's "customer service" response email was NOT a resolution to this matter. The RESOLUTION would be having the rug delivered to our front door!

PB "customer service" monitoring will do nothing to get the rug to us any faster. Pottery Barn should be ashamed and embarrassed by this failure to deliver a product from their Website in a timely manner!

WEBSITE TRACKING DETAILS (last update)

Weight: 74.40 LBS
Carrier: WSI
Service: REGULAR
Tracking Number: Wxxxxxxxxxxxxxxxxxxx
Scheduled Delivery: Feb. 10, 2023
SHIPMENT TRACKING PROGRESS
HICKORY,NC
Dec. 20, 2022 8:52 AM
ARRIVED AT DELIVERY LOCATION LOADING DK

An EXACT DATE and DELIVERY TIME was REQUESTED via email from the PB "customer service" representative on Jan. 31! NO response from Pottery Barn SINCE THEN!!!!

This is a review of the parent company of West Elm.
TL;DR do **NOT** buy anything that you cannot get in the store, and expect privacy violations with your data.

It has been more than a month since we ordered a couch, but still no couch. First it arrived broken. Then the replacement parts get misplaced at the warehouse. We were supposed to get the replacement couch last Friday. Then it was supposed to be today. Once again, a call comes saying someone screwed up. Now we don't even know when (if) it will come. 2-3 weeks really means 2-3 months. This is what you get for a $299 shipping fee.

And to add injury to insult, they somehow got ahold of my three-year-old child's name and are addressing the delivery confirmation/shipping emails to him. It seems WSI is spending far more money on their ML/DA departments then on actual product. I guess COPPA means nothing to WSI.

The item on the left is the loveseat I purchased in burnished saddle. The item on the right is what was delivered to me. I'm not even sure it's leather. Returning it has been excruciating--multiple calls, etc.--although I have to say the customer reps have been lovely.

Same situation with delivery of furniture. First they delay shipping for 3-4 weeks then again for 3-4 weeks. i understand the supply chain issue but customer service is horrible. after being put on hold for 2.5 hours, got a supervisor. was told item is not special order and in stock so she didn't understand all the delays. looked up said item left dallas warehouse 7/19, arrived at destination warehouse 7/28. 2 weeks later still no update or delivery eta. waited another 10 days and finally got an email back to contact delivery scheduling to schedule delivery. called number provided, person tries to schedule but said she's locked out. then goes sorry, this is 3rd party so they won't let me schedule, they transfer me to that company, person goes the previous couple people lied to you, still in transit. i told them that's bs, i could walk from dallas to my final destination in less then a month. then said i'll transfer you to warehouse, they'll schedule for you. that person said we'll call you when we're ready, i said it's been at your warehouse since 7/28. she said too bad, you have to wait. total bs and west elm/william sonoma won't let me cancel. i've gone to dispute this with my cc and bbb.................

If I could give zero stars I would. I placed an order 2/1/2021 for a vacuum. Supposed delivery of 2/14/2021. 10 phone calls and many lies later I finally got the order cancelled on 3/04/2021 after placing a call to their corporate offices. I was lied to at least 4 times, it was NOT out for delivery, supervisors do NOT call customers, it was NOT cancelled. I have never had to go through so much to get an order cancelled, an order that was scheduled to ship in APRIL! Will never shop here again!

Horrible customer service. Impossible to cancel an order even minutes after placing it. I placed an order at ~12am PST only to realize I had made a mistake. Placed a second, corrected order because my 20% off promo code was about to expire. Immediately called Customer Service to cancel the first order. After having to answer several prompts, I was sent to an automated message informing me that Customer Service was closed and to call back during business hours...without telling me what business hours were. I was then promptly disconnected.

I tried to cancel by replying to the "order received" confirmation email. I replied within 10 - 20 minutes of receiving the email. Four hours later, I got a canned email response made to look like a personalized reply -- they even misspelled my name -- telling me they process their orders so quickly that it was too late to cancel. Really?

I called Customer Service again... at 5am PST because I discovered that they open at 8am EST. CSR said she couldn't do anything about the first order, so I asked about canceling the second. I hadn't yet received an order confirmation for it. She said the order was in "Editing" and she couldn't cancel it, but she could give me Editing's number to call. Catch is, Editing is in Las Vegas and wouldn't be open for another 3 hours. Wow. Why couldn't she call Editing or message them? Does W-S prohibit inter-departmental communication? That wasn't Customer Service; that was W-S Self-Service.

I emailed to cancel the second order, and glutton for punishment that I am, I also called Editing 3 hours later, only to be told they couldn't cancel the second order either. It was too far in "the process". At least Editing was a little more helpful than CS. She told me I could return the item to a W-S store when I asked if I would have to pay to ship the duplicate item back. Oh! And I got the same canned reply to my second email request -- except they spelled my name right.

Way to lose a customer W-S!

Customer Service is deplorable. Ordered a gift card on December 6 and when tracking indicated the item was delivered (it was not) on December 13, I canceled the order. Reordered on December 13 and eight days later, it still is being prepared to ship!!! After conversations with several people, I was placed on hold for 45 minutes by a so-called customer service representative who tried to ask an apparently non-existant supervisor whether they could expedite a gift card to me. If Williams Sonoma Customer Service cannot resolve a simple gift card transaction, I cannot imagine how they handle the rest of their business.

This review is for a subsidiary, Pottery Barn Kids. Ordered an Anywhere Chair online for my daughter's birthday. Pottery barn charged my PayPal account five times and took their time crediting. Despite being told on two occasions that the chair would be sent out it never was. Pottery barn cancelled my order the day before my daughter's birthday leaving me scrambling for a new gift. Spent in excess of two hours on the phone with customer service trying to resolve the payment and shipping issue. By far the worst customer service I have ever received. I called the corporate customer service but received no response. I will no longer patronize Pottery Barn Kids, nor any of the other subsidiaries that fall under the William Sonoma parent company.

It's ok ....purchased some things for the upcoming holidays as I will be hosting in my home. Very plain and basic but gets the job done