Williams-sonoma

Gabrielle W. 

on BBB

2 years ago

Ive ordered this sectional during Covid less than a year ago. During that time delivery times were horrendous, not due to the fault of west elm. I am aware of that, BUT, *** placed my order on sept 15, 21, about 3 weeks after my order was placed, I saw that the price online was drastically reduced. West elm did not offer a price guarantee. I literally had to cancel the order and reorder, making this an even longer wait for me. That alone is/was horrible customer service. I finally received the sectional, and it was nice, but... read more

Abby P 

on BBB

2 years ago

I bought 8 chairs from West Elm. 4 had obviously been returned before as they were in different boxes covered in duct tape compared to the four new ones all in consistent packaging. The 4 came broken. I tried to get an exchange and I had to talk to customer service TWELVE times with no resolve. Finally I gave up and kept the broken chairs so they gave me 15% of the cost of the four broken chairs back. It took 6 weeks of emailing to come to a disappointing result- they should have refunded 100% of my money.I should add that a... read more

Jamie C. 

on BBB

2 years ago

Absolutely the worst customer service I have ever experienced. I must have spiked to 6 reps and two supervisors over the phone to resolve a damaged product ordered. Numerous calls and hours on the phone. To the point they promised me a refund in the form of a gift card, never received it, only to call back and have no record of it ever being issued!! Not worth the price you are paying. 

Alida G 

on BBB

2 years ago

I ordered a twin bed and trundle with mattresses from Pottery Barn Kids in ** on July 2,2022. I was told they will deliver it to my daughter in ******, ** between July *****. My daughter was called that delivery would take place July 12 ( it was cancelled day of delivery), July 19 (was cancelled day of delivery) July 21 but date changed and finally delivered on August 11 but without trundle mattress. My daughter took off work for these deliveries. The trundle was supposed to be delivered August 23 and September 2nd. Both tim... read more

Shannon P 

on BBB

2 years ago

I used pottery barn gift cards to make a purchase but canceled the purchase almost immediately (which was no problem with PB). I was told that the gift cards would be replenished with the amounts. When I next tried to use them, they showed as invalid. I called for help and after 2 hours on hold, was told that a replacement would be sent to me in 3 to 5 days. It never arrived. When I called back and spent hours again on hold, I was finally told that the card was never sent to me, without explanation. I am now on my 3rd call, ... read more

Sydney W 

on BBB

2 years ago

DO NOT BUY FROM ANY OF THEIR AFFILIATES. From start to finish ordering through Pottery Barn and West Elm, this has been the worst customer experience I have ever been through. If this review saves just one person the time, money and headache that I have been through the last 11 months, it will have been worth my time. We waited 10 months for West Elm furniture, they wouldn't deliver the order until it was all delivered to the local warehouse hub. Some of the furniture ended up just being lost, so we had to follow-up to have ... read more

Liz C 

on BBB

2 years ago

Less than one star if I can! Awful customer service and broken system! They were supposed to cancel my order over a year ago... still tried to deliver it a year later and charged my credit card! I refused to accept the order and wanted my money back for this dining table I never saw. Multiple emails phone calls and escalation amounts to nothing! No refund still. Missing refund checks they claim they sent...never delivered! Jmhow much longer do I have to deal with this for me to get my money back?! Awful people stealing your ... read more

Tabatha V. 

on BBB

2 years ago

Worst customer service experience ever. I ordered a sectional couch on Sept 1st, the only reason I ordered that one was because it was IN STOCK. And I needed furniture as soon as possible because I just moved from out of state and needed furniture for my kids to sit on. Not only I got confirmation on the time frame and date, taking the day off from my work to wait for the sectional I had ordered. But also got an email this morning confirming the delivery. As the delivery was nowhere to be found, I called the customer service... read more

Andy P 

on BBB

2 years ago

West Elm is hands down the single worst consumer experience you will ever have. I have no idea how I've gotten tricked into going back for more, but I have. It first started with ordering a coffee and side table. The side table arrived immediately but the coffee table, originally scheduled for delivery in Sept 21, was backordered multiple times. October, I inquired and they claimed the item was still backordered. I saw it was in stock on the site, and I took my chances and cancelled my original order, placing a new order at ... read more