Williams-sonoma

Michael L 

on BBB

5 years ago

CAUTION: Unfortunately the customer service is horrendous. Even making a purchase is difficult and time consuming. I bought a couch expecting decent quality and it began to pill within a couple months. That was nearly a year ago and I'm still having to chase down West Elm to find some sort of resolution. Their customer service is absolutely the worst I've experienced in a long time. The reps at the store try to be helpful (and are generally pretty good) but it's clear that their internal systems severely limit them from bein... read more

Courtney S 

on BBB

5 years ago

I ordered a dresser from Pottery Barn on 3/22/19. The item shipped on 4/02 and was supposed to be available for delivery between 4/04 - and 4/15, and then was later changed to 4/15 - 4/29. I contacted customer service on 4/19 to get a delivery update, to which they stated 5/03 would be the earliest they would be able to deliver. I got a call today (4/24) stating that they were cancelling my order because there was no available inventory for my order. Then what shipped? And why did it take 5 weeks to let me know? I called the... read more

Melissa C 

on BBB

5 years ago

I ordered a rug from PB Teen December 2018 and returned the product to the store where I was issued a refund. Unbeknownst to me, I was charged again for the product that same day. It is now April 2019 and I have spent hours on the phone with Comenity Bank and Pottery Barn catalog and billing employees. Three times their catalog and billing employees have told me the transaction would be reversed and it has not been. This is an $84.71 charge and it is readily apparent it was an incorrect charge. I'm deeply dissatisfied and wi... read more

Kathleen M 

on BBB

5 years ago

I ordered a crib from the store and had it shipped to my house with “white glove delivery.” Upon arrival, the crib was taken out of the box in the middle of the street. One by one, the drivers unpacked the pieces in the snow covered street and carried them in. As I was watching from my window, I noticed the box was beat up and the pieces did not have any plastic wrap or cushioning. I thought it was strange, but trusted that I was still getting a quality product. The workers put the crib together and called me up to inspect i... read more

Lacy S 

on BBB

5 years ago

I had noticed my 1 year old was going for a jail break - he was trying to climb out of his crib. Fearing the worst, I immediately went to potterybarnkids**** to purchase the toddler bed extension piece for our Sloan Acrylic Crib. Given that he is only 1 I thought that I had a bit more time, but before he climbs out and cracks his head or breaks his arm I wanted to try to expedite getting that piece. I was shocked to find that the extension for the white piece was back ordered until June (in 3 months time we are bound to get ... read more

t. n. 

on BBB

5 years ago

Placed an order for a table and 4 chairs. The chairs were to be shipped, the table we are picking up local. Paid for the order with a combo of $825 in gift cards and credit card. Two hours later my order was canceled by Pottery Barn because the items that showed in stock were not available. The next day decided to buy a different table, but the $825 worth of gift cards are now zero $$. No item and $825 gone. They tell me within 30 days I will receive a merchandise card for $825. So the check in is the mail. Beware of in stoc... read more

Rob d. 

on BBB

5 years ago

After choosing a couch, rug, and rug pad from the site that quoted 8 weeks, the back order became 12-16 weeks for the couch, and the rug and rug pad have been sitting in holding for close to a month one state down in Illinois. After contacting the company about ALL of the back order issues with my order, I got very generic feedback about how specialized their products are. Isn't that the reason you shop a specialty store? 

Elaine & Monte J 

on BBB

5 years ago

I Purchased/ordered a chair from **** *** ** **** ******** ********** on Feb 22 2019. The promised delivery date was 3 week, earlier than the delivery date on the receipt. In addition I was not informed there would be a shipping and processing fee to have the item shipped to the store where I was going to pick it up. I realized this after the receipt was emailed to me. I immediately called and cancelled the order. When I did not see a refund on my credit card statement I called the store and was informed that the refund woul... read more

Allison S 

on BBB

5 years ago

The shipping charges where not at all clear during the checkout process and only clear when I was actually charged for the item. Customer service basically telling me that I am stupid and much not be able to read. However I placed the order with a friend who confirms that they were not present (its a joint gift) and we would have never purchased the item if there was such an extreme shipping cost at the time of checkout. Misleading and terrible customer service. Surprisingly a merchandise credit for future use does not help ... read more