Williams-sonoma

DO 

on BBB

3 years ago

How on earth does West Elm has an A+ BBB rating with a **** average review rating? West Elm is an unethical business and exhibits borderline fraudulent behavior. I ordered a $6,000 couch from them in May, and I was told I can track my order online. For 3 months, there were absolutely no updates on our order on their website and there were no updates regarding the order sent to my email or phone number on file. I spoke with several supervisors, all of which reassured me that they couch was in the process of being built. After... read more

Shannon D 

on BBB

3 years ago

I ordered office furniture in September that showed as in-stock, ready to ship, with delivery dates in October. I received notifications of delayed delivery times - now the earliest expected is the end of December - but with no options to accept or cancel in accordance with how I read FTC policy. I've tried to cancel multiple times but they claim that they cannot cancel the order, they are waiting on the vendor to do so. From my perspective as a customer, any challenges they have communicating with or managing orders with th... read more

Henri B 

on BBB

3 years ago

I ordered a trundle bed and accompanying mattresses from Pottery Barn Teen in July. I canceled the order in September when they said it would hopefully be delivered in December (uh, maybe). Believe it or not, they charged me for the part that was ready (sitting in their storage), as they said it was "in process." After canceling and requesting my refund, they would only issue me a merchandise credit as they said I was RETURNING the merchandise I never received. This is no way to do business. What it is, however, is a way to ... read more

Lauren W 

on BBB

3 years ago

Before recent incidents, Pottery Barn has been my primary store for home furnishings. I am a long-term customer with PB and their affiliated companies and cannot say with confidence that I will be returning. With COVID19 still taking its toll, I have been aware and more than understanding of extended delivery times. This is not my first sizable furniture purchase in the midst of the pandemic, but this has by far been the worst. I recently purchased a ******** Roll Arm Couch and its sister chair. While they were ordered separ... read more

Karissa L 

on BBB

3 years ago

Saved up to purchase pots and pans - highly regret. If you purchase something with an e-giftcard online, they make it nearly impossible to receive a refund from the return. Even if you return in store, you are unable to use that return to make an exchange. Rather, they will send you a physical giftcard in the mail, that won't be processed until 2 weeks after your return date. The giftcard will take another 2 weeks to be sent to you, so the entire refund process takes a month after the date you physically returned the product... read more

Brittany B 

on BBB

3 years ago

They make you return items instead of exchanging them, make you pay for shipping 3 separate times for no reason and horrible customer service. 

Maureen O 

on BBB

3 years ago

I ordered 3 items online from my niece's registry from Pottery Barn. One item was no longer available for delivery and so I ordered it for store pickup at the ********* store in *********, ****. There are no stores in my immediate area, but I was happy to make the drive to this store yesterday so my niece could get the item she desired. The associate I approached was behind the counter working on some project while she listened to a meeting/presentation on her laptop without headphones of any sort (she never lowered the volu... read more

Josh L 

on BBB

3 years ago

Do not order, it is unlikely your product will be delivered on time if ever. They will not allow you to return the order until you have received it but you may never receive it. 

Andrew S 

on BBB

3 years ago

Worst delivery experience I've ever had. Delivery was a complete mess and my item never arrived. Waited over three months and spent hours on the phone with west elm and their delivery service ryder. They could not fix the issue and every time they said it was scheduled for delivery I would get a last minute cancellation with no explanation or follow up from anyone. After all that I finally cancelled my order and requested a refund. Dont waste your time, over priced furniture that never arrives is worse than worthless. Would ... read more