Williams-sonoma

Natasha K 

on BBB

5 years ago

Awful, awful on follow through and customer service. I was misled about the status of my order on multiple occasions. When asked for an update last week, I was told my order would reach a local distribution center by October 1. When I followed up the day after October 1, I was told it was on delay, and would reach the local distribution center (traveling from one state over) at a delay, on October 4. When reaching out on October 5, I was ignored, and when I went to check the status o my order via an online link, the delivery... read more

Phuong L 

on BBB

5 years ago

0 stars. Purchased a jewelry box online with West Elm. Product arrived shattered. Called a total of 8 times now. Representative hung up on me or transferred me to "Williams Sonoma" 3 times. Initially requested a replacement, but product never arrived, then set to deliver to the wrong address. Decided I will not buy any more products from such an incompetent business. Requested credit to my credit card. After waiting 21 days, credit never applied. Called and they said they sent it as a merchandise gift card--which never arriv... read more

Lizzie 

on BBB

5 years ago

I ordered a rug and curtains on Sep 15. My confirmation email said the curtains would be delivered Oct 4 (I knew these were on backorder after finding out during check-out), but oddly the rug said delivery date of May 4. I immediately sent a message to customer service to see if this was a mistake and to cancel the order if it was for real. The response I got said the rug “is currently being processed for shipment by our vendor. When it comes to vendor shipped items, we do our best to give accurate estimates for when you wil... read more

Katie D. 

on BBB

5 years ago

More than once, an online order was listed as in stock and shipped but never came. Customer service told me “customers have a risk of products on sale not being fully stocked and that’s a risk they need to take”. Multiple times order was cancelled by Pottery Barn Kids weeks after being ordered due to being out of stock. Also used my rewards and they said I’m not eligible to get them back even though they were the ones who cancelled the orders! Additionally, the items that are out of stock are still listed on their website as... read more

nicole h 

on BBB

5 years ago

I ordered a small sectional from Pottery Barn Teen on 7/17/2019. The estimated date of delivery was 9/5/2019. When it was not delivered, I called customer service to find out when it would arrive. I was transferred each time to their furniture department. The answer I received from their employees was confusion and then a vague answer that it should be shipped within "1-2 day." The next time I called it was "4-5 days."The time after that, it was, "I am not sure." During all of this, I was hung up on more than 5 times. I was ... read more

Karen C 

on BBB

5 years ago

I had perhaps the worst customer service experience ever with Pottery Barn. In mid-July, I ordered some patio furniture with them online, with an estimated delivery of some time in mid-August. When the delivery date came and went with no order processed, I called customer service and was assured the problem was taken care of. I then heard nothing for several weeks and called customer service again. Same thing. Finally, in September I called customer service to cancel the order. I was assured over the telephone that order was... read more

Teresa L 

on BBB

5 years ago

Nearly 4 years ago, I purchased the Chelsea sectional floor lamp (>$500), and the lamp shade is falling apart which in my experience is quite unusual for even a very average constructed lamp shade. The tapered drum-shaped lamp shade just started coming apart at the bottom seam where the bottom circular disk attaches to the cylindrical side wall. With the lamp light that shines through it, it won't look good if I just fix it by gluing it. So I asked for a replacement shade because I haven't had a lamp shade fail like that bef... read more

Allison T 

on BBB

5 years ago

Pottery Barn credit card charged me for back ordered items that I paid for with a reward certificate. The reward didn't credit to my account until the item arrived BUT THE CREDIT CARD STILL CHARGED ME for the item immediately! I refused to pay this amount, thus triggered an endless sequence of late fees and finance charges, built solely on their policy to delay their rewards on back ordered items. I have bought thousands of dollars in furniture over the years (many times with unexpected back orders that get delayed again and... read more

Bill P 

on BBB

5 years ago

Pottery Barn: Terrible customer service-I guess it has to do with the bank that holds their credit card too. They gave me a credit for an amount of a purchase made over a year ago. I had no idea why, I didn’t make a return. Tried customer service and they had no idea. So I ordered on line and used the credit. A month later I get an email that said they made a mistake and the full amount of that refund would go on my card. They never did that. Then I get another email, shows I now have a credit of just over $7 but no reason. ... read more