Williams-sonoma

Sarah B 

on BBB

6 years ago

Bought a backpack for my son at Pottery Barns Kids, two weeks into school the seams are pulling apart in three places. I call to return and it's back in their possession Sep 24. I order a replacement backpack from Pottery Barn Teen, separate transaction. Weeks go by and no confirmation of receipt, no refund. I email to inquire on the status and am told it takes up to 30 days. Finally get a store credit in the mail which I have no interest in and email their customer service to tell them so and that I've already bought a repl... read more

JB 

on BBB

6 years ago

They just stink. They don't deliver what they say; when they do deliver it is damaged and when you call to get resolution, you get disconnected (for me three times), they make you wait for 30 minutes or more, and if you escalate to a supervisor, that's another 30 minutes. Their customer service system is designed to have you give up in frustration. Never again. 

Robb R 

on BBB

6 years ago

The bank through whom Williams Sonoma issues their store brand credit card, Comenity, is one of the worst customer service examples I have ever experienced. After paying off my balance in full, I was assessed a late fee. I called customer service and was told that it was "taken care of." However, over the next four months they continued to add additional late fees based on the initial late fee they said they waived. I've spent at least three hours on the phone, calling on a monthly basis to try to resolve the issue, only to ... read more

A N 

on BBB

6 years ago

I ordered a rocker recliner from Pottery Barn Kids in Maple Grove, MN on July 22nd. Was told it would be delivered within 8-10 week and was given a date of Sept 24 to Oct. 1. When the chair did not arrive nor did I receive a call, I had to call multiple times to customer service as I was transferred multiple times. After all was said and done, I was told I needed to wait until Oct. 1st for my chair to be considered "late" and was also informed that the time frame I was given was actually when the furniture was to be delivere... read more

Amy H 

on BBB

6 years ago

Have been attempting to return a dining table to West Elm for over 6 weeks. I have called their customer service number countless times, only to be told that my request for pick-up is "in the system" with their pick-up/delivery service and that I'll be notified once they're ready to come pick it up. That never happens. Every time I call or email West Elm, I'm told someone will get back to me in 24 hours. They never do. I have even taken to *******, where West Elm apologized publicly on their page and requested that I send a ... read more

Kelly M 

on BBB

6 years ago

On August 30, 2018 I ordered a 2-in-1 Baby lounger. they said estimated delivery date would be September 13. I still have not received it. Every time I call, it is the same excuse, the vendor is not responding to our inquiries. Last call I made the woman said she would call me in 3-5 business days to give me an update and if they still haven't heard from the vendor then she will get a supervisor involved. I'm never going to see this baby lounger. They should at least give me my money back for the inconvenience. 

Diane M. 

on BBB

6 years ago

As wonderful as I think the products/furniture Pottery Barn has, their customer service is horrible. Every time you call you get totally completely different answers and each and every time the rep will say there are no notes from a previous phone call...I am now 14 days past a delivery date (8 weeks)of furniture and no courtesy call or e-mail letting me know that and giving me the option to cancel the order...today (10/17) is the first notification from them that my sofa is on back order another 2-3 weeks and they're sorry ... read more

Robert C 

on BBB

6 years ago

This is about subsidiary West Elm. Customer service is atrocious. I was told twice that a credit has been processed; 9/15/18 and 9/30/18. The credit has still not shown on my account. I was promised a credit of 250.51 and still wait. Emails have not been answered. Besides this, they were not being able to fulfill an order, not able to track an order, not able to communicate with a vendor, disconnected my customer service calls, placed on perpetual hold and email unresponsiveness. 

Leigh P 

on BBB

6 years ago

I have not written a review for bad business practices, but I have had the worst customer service with PBteen to include dishonest business practices. We ordered a bed from PBTeen on July 4th. When we ordered the bed, we were told it would be available at the end of July. We were later told the bed was backordered and would not be available until September. Then the date moved to October. Then the date moved to November. I emailed customer service several times, but never received a response. We got tired to waiting and call... read more