Williams-Sonoma

I wish I had read these reviews before I bought an Advent calendar as a gift from Williams-Sonoma. There was nothing on their site about the product being shipped from a third-part vendor or about it taking weeks to ship. I ordered it on 11/12 and, on 11/19, received an e-mail directly from WS that it had been delivered. As it had not been delivered I called their customer service number. Of course, I now realize that term is an oxymoron when applied to WS policies. The person I spoke with said he had no idea why WS had sent me an e-mail saying the product had been delivered, and that it would not be shipped for several more days with an anticipate delivery date of 12/2 - after the start of Advent. I then said I wanted to cancel as I intend to get something I can give that will be there to be used for the start of the season. He said he could not cancel it, the "rules" said that he had to send a request to the third-party vendor and that would take 3-5 days and then the vendor would have to cancel it. I said that that meant that the product may be shipped by the time all of this is accomplished and he agreed that was true. He said I could return the product, at my expense, if I did not want it after it arrived. I asked to speak to a supervisor but never actually got a chance. After waiting 20 minutes for the supervisor, what eventually happened is that the supervisor sent an e-mail saying she couldn't do anything differently than the guy I was speaking with said. I have painfully learned why WS has such poor ratings for customer service and product delivery dates. There are a lot of companies out there selling the same things as WS. I have no need to ever shop at WS again, and I won't.

I purchased WS inner bean bag for my child. I received the item damaged 4 different times after calling WS each time and being told I would not receive a defective product again. The issue would be resolved with manufacturing. After the 4th time I decided to return the item. Having purchased on a WS credit card (and I had already paid it off) I was told they could only offer me a credit for more merchandise (at a store where things come damaged and where they have poor customer service). After 4 hours total on the phone I was finally speaking to a lead supervisor. She reassured me I would receive a merchant credit and could keep the damaged item. She even sent an email stating just this. I waited and waited for my merch card. After over 15 days I called and was told a lead above her canceled the merch card and decided not to honor what she and I spoke of. I called and spoke to someone else regarding this (after I calmed down) and was told a manager would call and resolve it next day. A call was never returned. I also emailed the supervisor who had made the decision to do the nerch card and for me to keep the item. She said she would get back to me. I did not hear back. Today I spoke to customer service, they spoke to their supervisor, and their manager called. Stating they could not offer what she had promised and they could only offer me the credit back to my card (that is already paid off), they could not get me an item not damaged, and they needed me to return the product for a 4th time. I am still attempting to be heard by someone higher in the company. This is absolutely the worst customer service I have ever experienced. I will never shop Williams Sonomq again and I will tell my patients and my medical staff the same. If I were to provide this kind of care in hospital people would be dying left and right. I cannot believe a company can get away with this.

Signed,

One of many unhappy customers.

Hello everyone, I recently decided to purchase a frying pan online from Williams & Sonoma, as they were advertising 20 % off the product. I ordered the frying pan on December 2nd, and after paying shipping, it said it would take approx. 10-15 business days to deliver. I calculated the approximate arrival date to be December 15th - 22nd.

I have been actively waiting for an update, but after a number of days, I found my order still remained as "Pending Fullfillment" and have yet to receive a response. I decided to email customer service a number of days ago, but did not get an answer as to the status of my order. I then emailed again, then called their customer service to only wait an hour to hear, "There is nothing we can do, you cannot talk to a supervisor, we cannot expedite your order, and your order still has not even left our warehouse and may take a number of days until it even ships, which then you need to calculate the 10-15 business day in addition to that". In addition, they would not even allow me to cancel my order to buy it somewhere else. I left the call requesting to speak with a supervisor, which the customer service rep assured me that they do not have any control over this either, and would not provide me with anyone else's contact information to address my concerns with and that the supervisor would call me back after 24-48 hours.

This is completely unacceptable, and I wanted to warn others of this terrible customer service as they are not obligated to ship your product until it is convenient for them, and should that take an excessive amount of time, you just have to wait it out. If I knew what I know now, I would have never bought anything from Williams and Sonoma, and will ensure that I do not return to this store again as the overall customer support/experience is extremely poor!

I intend to keep contacting them until I either get my frying pan, or my money back and will continue to escalate this as this is the WORST experience I have ever had purchasing through a company!

I ordered a ceramic dish for my sister in law on December 18th, 2021 as a Christmas gift and I selected 2-day shipping (I was still not expecting the dish to arrive before Christmas but I thought the $26.00 extra fee would at least speed up the process). I was kind of surprised to see a delivery date of January 27th, 2022, but I accepted and waited. January 27th, 2022 came and my item was not delivered, then when I checked the website the delivery date moved to February 24th, 2022. February 24th, 2022 came and no package arrived, I checked the website and surprise, the delivery date was moved again to March 24th, 2022. I waited until March 18th, 2022 and saw no shipping updates so I ended up contacting customer service. I was told that they were "sorry I was confused" and that the expected delivery date didn't actually mean expected delivery date but instead, when the product would be ready to ship. Customer service said according to their info, they were expecting to get more units of my ordered ceramic dish on March 24th (it did not say out of stock when I ordered), which is odd considering the day after talking to them, March 19th, they had one being shipped to me. It really feels like they simply forgot about my order and just sent it once I reminded them, but even if they did not forget, 93 days for an item I was told would take a month to deliver is absurd. I actually feel bad for the customer service reps, it's not their fault the company performs so poorly and then the reps end up having to deal with all the issues when they seemingly have no tools to do so. Maybe if they focused on fulfilling orders instead of sending endless amounts of spam emails all hours of the day, they wouldn't have these late delivery problems!

I had a blind return (I won a Breville Toaster Oven from a school auction - it was from William Sonoma). I wanted to upgrade. Rather than reach out to the fundraising committee for a receipt from the donor, I called Customer Service. I was told WS does not typically do that, but she gave me a return label to ship the toaster oven back. I did this May 13,2022 and told 7-10 for my gift card to come by mail. In June we moved and went on vacation and I followed up July. I was told it had NOT been mailed because there was a lock on the account. She said it would take another 7-10 days. Since we'd moved, I was able to give them the CORRECT ADDRESS. I waited 2 weeks and at the end of July followed up again. I'm told at this point that I was mailed something in GEORGIA (I'm in Chicago-land area), also was told there was a lock on the refund. Frustrated I asked for store credit (NOT A REFUND) to be emailed to me. I was told they monitor cards and can VOID if needed. I was told to wait 3-5 days for an email. I called in August AGAIN and am told that there was a lock on the system because of the blind return. I'm transferred to Order Processing who removes the lock. I'm transferred back to Customer Service reassures me she can give me the electronic gift card and it should take 15min-60min for the system to process and send it via email. To be on the safe side, wait 24 hours so call back in 24 hours if I don't have anything. I also had $75 for compensation for this mess. I wait 72 hours and nothing in physical mail, nothing in email, and no one reached out to me. I called the Customer Service again and I'm told that a physical card was coming in the mail and it was expedited and it was going to take 3-5 business days. I was told it was also going to my OLD ADDRESS. It takes 10-12 DAYS to void a card. I can't get any returns until after 10-12 days. It's been over 3 months and still no resolution and I'm getting runaround answers.

I purchased items from WM Sonoma that were defective. They were returned, but WMS didn't provide a full return. I attempted to get them to credit me the remaining amount 4 times. Was promised call backs from a Manager (never happened), finally out of desperation I submitted a Charge Back via AMEX. WMS never responded to AMEX, so I was awarded the credit. I provided all details to AMES, including that they amount I was owed was less than the disputed charge. After the Charge Back was awarded by AMEX, I received a tersely worded letter from WMS to call them immediatly, which I did. I tried to explain the situation to "Heather" and that if they would issue the correct credit, I would cancel the charge back. All she kept saying is you got your credit, what do you want. Fast forward 7 months, I place an order with Potter Barn (owned by WMS), it's denied because there's a dispute for $46 that "I haven't resolved". LOL 6 calls to them with no resolution and then an absolutely rude person on the final attempt now 7 months later they won't do business with me over their lack of response. I really want to remove the $6K+ of draperies I purchased from Pottery Barn and return them. They can sit on their dispute, I'll never purchase another item from WMS or PB.

Two separate orders for D5 heavy duty saucepans have had long shipping delays.
First order was delivered OK, excellent quality, but 2 months late. Still waiting for my second
Order, looks like a 4 week delay.