Williams-SonomaReviews 225

I ordered a duvet with two pillows total, and I got only one pillow. The item heading on the website said "duvet and pillow." I asked via chat whether it came with one or two pillows, and they replied that it came with one pillow. So I ordered one extra pillow because I wanted two altogether. When it arrived there was just one duvet and one pillow. I called and they said that the duvet did not come with a pillow. They basically wouldn't believe me that the chat said we'd be getting a pillow with it for that price, and they wouldn't send another pillow.

I purchased a very expensive coffee pot on line during this pandemic. It was surprisingly terrible. It was manufactured in the cheapest way non of the parts stayed together. It was just at the start of social isolation and I threw the box out immediately. The customer service was wonderful. They sent a return label, said I could take my time to find a box, I repacked it as well as I could but clearly it was a DIY job. They refunded all of my money and every customer service representative was charming. Thank you

One of the worst customer service experiences I've ever had. Ordered two pans, they arrived quickly, but both were damaged (non-stick enamel was chipped). We sent them back to be exchanged with original receipt and using tracking info given.

Didn't hear anything back or receive a refund for 3 weeks until I finally called the store. Waited on hold for 30 minutes, spoke to a rude customer service woman who hung up on me after one minute and did not call me back. Called again, waited on hold AGAIN, and spoke to a nicer woman who told me the pans had arrived at their return center 2 weeks before. So why did I not hear anything until I called?!

She said she would refund the card we used to pay for them, but I told her that we had requested an exchange, so she assured me that new pans would be delivered within the week. The next week came, and so did a package from Williams-Sonoma containing NO new pans. Our "exchange" turned out to be two gift certificates for the amount we had paid for the pans. Meanwhile, the price of the pans had gone up by $40 since we first purchased them.

All in all, we now have to use these gift certificates to purchase the pans we've already been waiting for for almost 2 months and also have pay another $40. I just hope these pans aren't damaged. Will never deal with Williams-Sonoma again after having such a terrible experience every step of the way.

WS's Reward Program is administered by Comenity Bank, the bank that administers WS credit card. There are too many levels of interface between the company and its Reward Program... not transparent at all. I contacted WS about an issue with my Rewards Certificate. Belatedly WS answered that I had to go through Comenity. After several try's and much hod time (over one half hour), I was finally told they could not help me as my issue had expired. The Rewards Program is designed to not be customer friendly... a very poor benefit.
WS has gone from a trusted and valued provider to a purveyor of cheap junk from China... lipstick on a pig at a high price. Let the buyer beware.

A Christmas gift ordered on 12-9-2019 containing two separate matching pieces. One was delivered with no issue and the second piece gave us a delivery date of Dec 13-16. Next email received on 12-18 stating estimated delivery 1-27-20 or 1-28-20! Why on earth would they sell something during the holidays knowing that the item wouldn't be in stock? Next email received on 2-2-20 stating there is an issue with the form of payment and I have three days to call or the order will be cancelled. The issue with the payment was that new credit cards were issued with new expiration dates. Had the order not taken two whole months this wouldn't have been an issue at all. Never again William Sonoma

Sooooo, I have to begin by saying I "used to be" a loyal Williams Sonoma customer, but as of today I'm done with them. In the past year I've had nothing but problems with products their selling. They will be quick to tell you that of the products they sell they are not responsible for failure and will quickly direct you to the manufactures phone number, after that your on your own. "Be Aware Of This"!
So far this. Year I've had failure of a very expensive coffee maker, a coffee bean grinder, and a mixer. All three products were what I thought to be top of the line products, wow was I wrong. Upon calling the manufacturers customer service line is nothing but a pure joke. You get someone who doesn't know how to speak the English language much less understand it. Look, without going into my disappointing experience which I'm sure you already know let me just tell you this.
It's not just Williams Sonoma I'm disappointed with, it's just about everywhere you shop these days. The days of "good customer service" is behind us. These days it's call centers with people that can't even speak our language, it's called "out sourcing"... and it's everywhere. I don't have an answer for correction. The sad bottom line is this; just about everything you buy these days is not returnable, not serviceable, but merely disposable. Buy it and be prepared to dispose of it. So Sad!

***UPDATE*** Shortly after posting this, I received a call from WS because Willie Bird called them. They are sending my card they promised by rush delivery now. I assume they are telling the truth.*****

I ordered a Willie Bird Turkey through Wiliams Sonoma in October for my Thanksgiving celebration with 12 guests.
Tuesday before I checked status and it said not shipped. I spent 40 minutes on the phone and while I had an opportunity to by a cheap turkey that night in our small town grocery store, I was convinced I had not a worry in the world, was even sent an email by a supervisor promising that I would be receiving my turkey no later than 3 PM on Wednesday. Nope. Instead I got a call Wednesday at 1 PM stating I was not getting my turkey, they don't know what happened. I was bawling, in tears. No turkey coming for my thanksgiving. None left at our local store at this point except frozen solid. I told the person I was talking to that simply not charging me for this turkey would not be acceptable. She said "No Mam, I have been authorized to offer you a free Christmas Dinner or a $250 gift card". I thought for this I should have been offered both but she said she could only do one. So she issued the card.
I am still in tears at this point as my Thanksgiving is ruined but feeling a little better about WS at least trying to make an effort. Not.
I never receive the card. I called to inquire. Was told that it would be reissued. I waited. Never received it. Called back, told it was cancelled and I never should have been offered it in the first place.
WHAT?
Seriously. Then I was offered 20% off my next purchase. Insulting. Mean and deceiving.
The worst customer service I have ever seen in all my shopping years. Between WS and Pottery Barn I have spent countless amounts of money pots, pans, furniture.
Happily I will never have to decide whether I spend a dime at WS or any other affiliate ever, they made my shopping experience at least a little less involved going forward.

Never trust them with any event of yours. Worst experience of my life.

I ordered a cake from Williams-Sonoma to be delivered to a dear friend by the 23rd of Dec. On the 23rd I see that it was placed on back order but WS never notified me of this delay. I called their customer service department and we agreed to have Christmas Cupcakes delivered overnight... and yes I was assured they were available and would be delivered by 8:00 pm Christmas Eve. I checked at 2:15 pm on Dec 24th to see if they were out for delivery and to my shock they were back ordered until the 29th of Dec. Santa Christmas cupcakes were going to be delivered on the 29th. I asked that she cancel that order. I would be embarrassed to have them delivered. Well today is the 28th and they are out for delivery. I called customer service and they said they could not do anything about the delivery now. I was put on the phone with Michael who said so sorry but we will try to cancel but chances are they will be delivered. Yes I was upset and yes spoke with a frustration so... Michael hung up on me. I called back and was told a higher supervisor would call me with in 48 hours. This is not how you run a business. I know WS was busy but then just don't take my order.

I used to buy household goods from WS and WSHome fairly often, and I thought they were a reliable company. But a couple weeks ago I ordered a small appliance for Christmas delivery, and it didn't show up in time. Not a huge deal, but I just tracked the order and found out that the projected delivery date is eight weeks from the order date! And no one at WS informed me of the delay. When I made the purchase it was listed as I stock and available to ship. That is not the way to treat customers if you want them to come back again, WS!

(Just found out that item was still on backorder, and the delivery date was pushed back even further than the projected delivery window mentioned above, so I phoned WS and canceled the order. The galling thing is that I found this out only by checking tracking on my order. Williams Sonoma did not notify me of the change, again. Terrible way to do business! The current predicted delivery window not guaranteed, mind you was approaching 12 weeks from date of order.)

I ordered 3 metal cans of hot chocolate. First time, they arrived smashed, box had a hole in it. They were not packed with any packing materials; cans banged against each other. Second deliver, the same problem even though I reported to them to use packing material. Third shipment, same problem. Each time I phoned customer service, they left me hanging on the phone for 1 hour per phone call. Each time I was told to print a return label and drive to UPS store to return it. I refused and escalated to a supervisor. After hours of arguing my case and refusing to return something that they are fully aware of their deficiency, the supervisor refunded my money. I will NEVER shop with them again. To put a customer out for hours of their time and then ask them to use their own packing tape, printer toner and then drive to a UPS store is unreasonable. I offered to send photos of damaged merchandise and they weren't interested. They have gone downhill from who they once were! I'm done.

I am a former employee of WS. During the interview phase, I was guaranteed the hours I was asking for. Shortly after starting I had proven my Sales record was solid, but conversely my hours per week rapidly diminished. My customer reviews were excellent, but I quickly saw employees climbing in hours, and not me. Shortly into my employment they brought in a new General Manager. In who recognizably started setting employee hours based on favoritism and not productivity. Although I was gaining recognition by the customers I was not liked personally by the GM, and my hours were brought down to one day a week. While less productive employees had 5 days a week. When I went up the chain of command to address this matter no manager took accountability. They were not an equitable company to work for, and based their decisions on popularity as a opposed to productivity. I do not suggesst WS should be a place to work if are looking for a career as opposed to just a job. Its Just a popularity contest, and no recognition is givin based on Merritt.

I am in the midst of a very poor experience with Williams-Sonoma Home and want to warn others so they don't make a mistake and buy very over-priced furniture here. I recently ordered 2 items from WSH: a very expensive outdoor dining table and a cover for the table. When the table was delivered, it was quickly clear that WSH had failed to send all of the necessary support pieces, and the table with the heavy stone top could not be safely assembled. No one could tell me when those parts would be available, so I had to refuse delivery of the table. When I called WSH customer service, they said someone would call me soon to let me know how they would make it up to me and when delivery could be made. Instead of a call, I received a form email saying that my new expected delivery date is weeks away. No apology, no recognition of the fact that had I known delivery would take 6+ weeks, I would have purchased something from another retailer. I still have no resolution of this issue and have no idea when I will actually receive the table in spite of them charging my credit card thousands of dollars weeks ago. When I purchased the table cover, after paying, the WSH website indicated shipping would take 2-4 weeks. Hours later, when I received my email confirmation, it stated the order would ship in 5 weeks (therefore, I wouldn't receive it for 5-6 weeks.) I called to cancel that order, and they refused. Only after looking at my receipt clearly did I realize they had charged me the unlimited furniture delivery fee (of $199) for the table cover. What the heck? How can they do that with a straight face for a 10 lb. item that ships via UPS? I would never purchase anything from this company again. They do not respond to customer service inquiries and do not have high standards for their products and delivery.

I purchased nearly $600 worth of WS Thermo-Clad cookware in January 2019. There was an offer online for a free 3-qt sauteuse pan with $200 or more purchase of the Thermo-Clad cookware. I submitted the form, along with a copy of my receipts. I took screenshots of the form I submitted, as well as a screenshot of their free offer. After numerous phone calls and emails about where my free pan was, I now get an email from CS (7 months later) telling me that I did not qualify because I did not purchase my pans online and it was not over $200, which obviously it was. One day I purchased $105+ and went back the following day and bought over $466 more. I sent both receipts to them. The offer did not say a word about it having to be an online purchase and that it couldn't be sale items. With the amount of money it costs for the WS products, I expected a lot more from customer service. I am extremely disappointed and will not be purchasing from them again, as much as I like their cookware.