Williams-sonoma

robert r 

on BBB

5 years ago

They are a horrible company to deal with. It takes forever to get accomplished what you need. When you call up customer service you get a different answer every time, no one seems to know what store policy is or how to help the customer. At times customer service were outright rude making very difficult to deal with them. I don't know how this company managed to stay in business for so long. 

Katie S 

on BBB

5 years ago

A BIG FAT ZERO!!!! I purchased theCameron sofa (over a $2500 purchase) from pottery barn. In just over a year the fabric is pulled and torn. When I called customer service (37 minute phone call with hold time) I was told a representative would contact me within 24 hrs. This did not happen. I called them back. Yet another 30+ minutes phone call and was told a representative would contact me again in 24 hrs. Finally my phone call was returned only to be told there was nothing they could do to help. No apology No offer to look ... read more

NJ O 

on BBB

5 years ago

They are currently ruining they good name with poor service, broken products due to warehouse failures, and they customer service is inaccessible. 

Rae T. 

on BBB

5 years ago

This complaint is about their online service. They offer a discount at the top of their screen. However, you cannot combine your purchases between different departments so it makes it difficult to get the discount. I could not combine my order between pottery barn kids and teens. This is not acceptable as they are all the same company. I feel that I have been taken advantage of now that one of our Grandchildren has moved to teen. 

Emily Y 

on BBB

5 years ago

i can’t describe how disappointed with PB for their products and customer service. We’ve purchased a outdoor wood table for our deck about (less than) 2 years ago. During the winter times, we used water proof cover to protect it and as of yesterday when we took the cover off, all the paint from the table were all chipped and peeled off fro the table. Wood was all bended. When I called PB ( more than 3 times) same answer was given that they are not responsible or even repair since it’s over a year. First of all, that costed u... read more

Gary J 

on BBB

5 years ago

Poor delivery process. Does not allow UPS to send packages to UPS access points nor to call the customer to let them know the package has arrived. Unless you use flat rate delivery or have a door the delivery person can knock on, you'll basically have to wait outside for hours to physically greet the delivery person. West Elm should revise this agreement with UPS to allow the full range of customer preferences available at My UPS to be available for customers. I've decided to no longer do business with West Elm. I won't buy ... read more

ArleneD 

on BBB

5 years ago

West elm the worse liars would not refund my credit card on a kingsize sheet set I cancelled after waiting on back order for 2months. I would accept store credit. They told me there are no refunds on sale items. No one told me they were on sale since it was back ordered. Worse people to deal with. Now is dispute with my credit card company 

joyce c 

on BBB

5 years ago

Tried to order item Cup Board Pro cost $59.95. Add shows 20% off plus shipping. When i put in the discount code Summer is accepted the code but did not give me 20% off. Called store and was told that this item is excluded from the 20% discount. Add did not show the exclusion but I was told that if I click on small star it would show discount was not included. This is not fair way to sell a product. Don't include a discount you will not give. I''t a bait and switch. 

Sara C 

on BBB

5 years ago

Do not waste your time or your money with Pottery Barn. The customer service is terrible. I ordered a sofa from them in march, it was delivered to me broken, the picked up the sofa piece for "repairs" but it took 2 weeks for customer service to tell me it was not able to be fixed. Then an additional 2.5 months for the replacement to be delivered. They have done absolutely nothing to accommodate us for this inconvenience. Spend your money elsewhere.