Williams Sonoma, Inc.

Complaint: ***I am rejecting this response because:
I had placed an order with a pottery barn issued gift card of $and reward points of $the order did not go thru or was canceledthe gift card and rewards points where never refunded or reissuedI am requesting a full refund or reissue of the gift card *** *** *** *** Sincerely,*** ***

Said refund was sent to customer's credit card on 6/18/16. This matter is resolved with no further action to be taken

The Corporate Customer Relations Department for Williams-Sonoma Incand Pottery Barn are in receipt of this customer's complaint. I have reached out to the customer to address her concerns. I have confirmed that the customer has a delivery appointment on Friday 4/6/with time window
1:- 4:PM. When delivery is complete and the customer is satisfied with the product, we consider this issue to be resolved
Sincerely,
*** ***

I have spoken to a supervisor named *** ***Her email response to mine is belowSince then I have followed up with her two timesShe has no update on receiving my couch soonerShe told me she
was going to get an update from the management team of the venderI didn't hear back from her about it since she told me that on 10/12/2016.
I ordered my couch on June 5th from the Seattle store in which we picked a fabric so we could get the couch in 2-weeksI have a voicemail saying it was delayed till the end of July It finally arrived very, very, very late in August and was the WRONG FABRIC and damaged! I then had to reorder the couch and was told I would have it by OctoberAs of 10/I still have no couch and it now looks like I will possibly get it in NovemberOne piece isn't going to be done until December.
I shouldn't be getting a couch months after I ordered it! The supervisor hasn't gotten me any new information or any changes in my order since I contacted her.Therefore your response of me working with a supervisor to resolve the issue is not correct!
My name is *** ***, we spoke on the October 4th regarding your delayed order I am writing to check inWe received a response back that from our *** teamThey stated in the response that they have reached out to our vender to see if we can get all items delivered at the same time I have not had a response back regarding an updated estimated time of arrival for item *** which is the right arm loveseatThe date still shows 12/I will contact you as soon as I have any more informationIf you have questions please feel free to contact meAll my contact information is listed below.
Please know that words cannot express how truly sorry I am for the anxiety, frustration and inconvenience that has been caused by this orderThis is especially saddening because West Elm was founded on striving to offer quality merchandise and service to our customers and we have failed to deliver on this promiseI will do everything I can to make sure we get you the correct sofaI appreciate your time and patients
Kind Regards,
*** **

Complaint: ***I am rejecting this response because: I have provided all this information several times to Williams Sonoma customer service dept, I suggest they call their own customer service as
they have all this information, maybe they can get a response from them as I never could.Sincerely,*** ***

Initial Business Response /* (1000, 5, 2016/02/04) */
The Corporate *** Relations Department for Williams-Sonoma Incand West Elm are in receipt of this ***'s complaintWe have reached out to the *** to address their concerns and are working towards an agreed resolution
Initial Consumer Rebuttal /* (3000, 7, 2016/02/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am fine if they actually finally replace the pieceIt is currently scheduled for AprilSo till then I am not treating it as resolvedThanks for your help!
Final Business Response /* (4000, 9, 2016/02/13) */
The Corporate *** Relations Department for Williams-Sonoma Incand West Elm are in receipt of this ***'s responseThe ***'s desired resolution is: "Please replace the defective piece", so we have requested a full replacement of the Henry LoveseatWe have advised the *** that the product is a custom item and production is estimated to complete in April We are working towards an agreed resolution

Have reached out to *** *** via email on 09/27/requesting to please provide "any detail information you have about this promotion in question? The actual advertisement, date, the promotion code etc."
I have not yet received a response from *** ***
I will send
another update if *** *** make contact with me
Thank you!

Initial Business Response /* (1000, 6, 2015/08/05) */
Ms*** returned the itemsUPS delivered them to our hub on 7/29/A full credit of $was issued to the ***'s credit card todayWe consider this matter to be closed with no further action to be taken
Initial Consumer
Rebuttal /* (2000, 8, 2015/08/06) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I am still disappointed by their website advertising and handling of the issue, but I feel they at least finally offered me an acceptable solutionAs long as the credit actually shows up on my statement I am satisfied

Initial Business Response /* (1000, 5, 2016/02/11) */
The Corporate *** Relations Department for Williams-Sonoma Incand Pottery Barn are in receipt of this ***'s complaintI would like to apologize for the inconvenience and all problems Ms*** experiencedI have confirmed that
the merchandise card was voided on 1/16/and a credit was issued to the Amex in the amount of $The return on 1/12/was issued as a credit to Amex in the amount of $Please consider this issue resolved
Sincerely,
*** ***
Corporate *** Relations
Williams-Sonoma Inc
Initial Consumer Rebuttal /* (3000, 7, 2016/02/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They did not address this issue:
The catalog did not mention that seasonable items were not returnable
Final Business Response /* (4000, 9, 2016/03/02) */
I apologize if Ms*** was advised incorrectlySeasonal items are returnable, as long as they are not a final sale item and are returned within the day return policy
Sincerely,
*** ***
Corporate *** Relations
Williams-Sonoma Inc
Final Consumer Response /* (2000, 11, 2016/03/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)

The Corporate Customer Relations Department for Williams-Sonoma Incorporated is in receipt of this customer's complaintIn reviewing the customer’s order, the customer has disputed her charge with her bank, who has adjusted her account with a credit, equal to the amount of the charge in question
Since Williams-Sonoma Incorporated has not been paid, we are unable to issue any credits or take any actions, until this dispute is removed by her bankThe customer has been advised to contact our Charge Backs Department regarding her open disputeWe consider this complaint, resolved

Initial Business Response /* (1000, 6, 2015/09/25) */
This matter is being researchedWe plan to have a response next week
Initial Consumer Rebuttal /* (3000, 8, 2015/09/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Hello,
Our bed was delivered
and installed around midnight on September 23, 2015, after an absolutely terrible *** experience that lasted nearly weeks
WSPB's response to our Revdex.com complaint was not a response but rather a promise to provide a response at a later dateWe have not been contacted by the company and we were responsible for driving the delivery/installation company to complete our installationIf it weren't for our efforts we'd probably still be without a bed
My wife and I expected more from an organization like WSPB where excellence is the (typical) norm
Their response is not acceptable
***
Final Consumer Response /* (4200, 12, 2015/10/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Hello,
We have not been compensated
A member of the PB corporate staff has not reached out to us regarding this horrific *** experience
As such, we do not accept this responseIt's much of the same that we've become accustomed to in our dealings with WSPBIt's very disappointing
Thank you,
*** ***
Final Business Response /* (4000, 14, 2015/11/18) */
All matters have now been resolved with the ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is more than satisfactory to meCompany representative was professional, caring, and very responsive! Their response to this complaint was extremely positive and they have more than changed my mind on future business with them as a positive experience.
Sincerely,
*** ***

This purchase was made on 5/7/17. Our return policy is days. The customer was advised on 2/24/that she can return the two panels for a merchandise card, not a refund. She also has the option to return all if she chooses. However, the credit will be in the form of a
merchandise card as these items are out of return policy. She will need to return to us and upon confirming receipt of items, a merchandise card will be issued for the amount of the items and the associated sales tax. *** ** ***

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***

Initial Business Response /* (1000, 5, 2016/01/09) */
We sincerely apologize for the inconvenience you encountered with this orderThe item was recently shippedIt has been intercepted and is being returned to our Distribution CenterThe final credit of $has been issued to the
***'s credit card on fileWe consider this matter to be resolved with no further action to be taken
Initial Consumer Rebuttal /* (2000, 7, 2016/01/13) */
(The consumer indicated he/she ACCEPTED the response from the business.)
We were reimbursed for the product we never received

Initial Business Response /* (1000, 5, 2016/02/10) */
Please provide an order number so this issue can be researched
Initial Consumer Rebuttal /* (3000, 7, 2016/02/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Nothing is resolved as of yetOrder # was
***
Final Business Response /* (4000, 9, 2016/02/19) */
We apologize for the inconvenienceWe note that the product was returned to the store on 2/6/A full credit to the customer's credit was issued 2/19/We consider this matter resolved with no further action to be taken
Final Consumer Response /* (4200, 11, 2016/02/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Do you know what kind of MASSIVE inconvenience it was to pay over $for something that didn't show up by the time it said it would and be down that $for Christmas?! THEN to deal with the rudest customer rep ever who brought me to TEARS over her lack of compassionFurthermore getting s random charge to my account after no even being notified that I would be refunded only to be charged again, therefore screwing up my son's January 30th birthday because y'all decided to short me $again without notificationAs far as I'm concerned it's a security breach of you can access my information without authorization and super crappy to not tell a customer when their account will be charged
Lastly, I shouldn't have to edit three weeks for a refund when you can magically deduct that same amount of money from my account at the snap of a finger and not pay any consequencesLuckily my attorney knows of the situationLastly, my refund that you claim came on the was actually only in my account yesterday, February
Also, the Periodic Table that I ordered from Pottery Barn NEVER SHIPPED nor did I receive confirmation that it had been cancelled despite the fact I've called more than once to cancel that order so now I risk being charged out of the blue AGAIN on something I don't need OR WANT and can't be returnedSaying a refund was issued is the only way you feel this issue was resolvedI'm seeking legal action unless personally contacted
Usually companies try to compensate for poor service and negative experiences such as my own but it seems all you're concerned with is that I got a product and was refunded for not wanting it like any other Joe on the streetI used to swear loyalty to Pottery Barn but now I know your company is just made of a bunch of heartless, unaccommodating, money-hungry jerks who care nothing about their consumers whatsoever

The Corporate Customer Relations Department for Williams-Sonoma Incis in receipt of this customer's complaint. I would like to apologize to *** *** for any inconvenience. I have reached out to our Marketing Department to request *** *** to be removed from all mailing lists
Sincerely,
*** ***
Corporate Customer RelationsWilliams-Sonoma Inc

Williams-Sonoma, Inc
Please note, we are trying to rectify the situation and resolve the customer's concerns
The customer was contacted on 08/02/17, 08/05/and 08/10/
Delivery took place on 08/10/
I reached out to the customer on 08/10/She was made aware I would be out of the office until today
I have followed up to ensure successful delivery and will compensate customer accordingly
Thank you!

The Corporate Customer Relations Department for Williams-Sonoma Incand Pottery Barn are in receipt of this customer's complaint. I have reached out to the customer to address her concerns. I have confirmed that the customer wishes to return the merchandiseI will
refund the customer in full once the items have been picked upI will send the customer a $*** merchandise credit, as compensation. When these tasks are complete, I consider this issue to be resolved

Called Mr*** to assist. In midst of talking with him, he said he didn't want to do business with us anymore and disconnected the call. We will take no further action to assist this customer. *** ** ***