Williams Sonoma, Inc.

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meI am still waiting on receipt of my refund which I was told I would receive by Monday Oct.17, 2016.Sincerely, *** ***

The Elsie headboard was delivered on 12/21/and left at the front door by UPS. The boxspring frame was delivered on 1/11/and left at the front door by UPS. As both items were delivered, there is no credit due. We consider this matter closed and will take no further
action

The Corporate Customer Relations Department for Williams-Sonoma Incis in receipt of this customer's complaint. I would like to apologize to Ms*** for the inconvenience, delays and problems she experienced. Our retail store leadership has reached out to Ms*** and they
have made arrangements for the customer to return her item for store credit. Please consider this issue to be resolved
Sincerely,
*** ***
Corporate Customer Relations
Williams-Sonoma, Inc

Initial Business Response /* (1000, 8, 2015/09/22) */
The Terms and Conditions of the Rewards Certificate are provided to the *** when the account is openAdditionally, they are listed on the Pottery Barn website
"Rewards Certificates are only redeemable for merchandise at any Pottery
Barn brand catalog, store or websiteCertificates cannot be combined with any non-sale related promotional offer, credited to an account, redeemed for cash, applied to past purchases or used to purchase Gift CardsIf the purchase total is more than the value of the Certificate, the difference must be applied to the Pottery Barn or Pottery Barn Kids Credit Card which must be in good standing and/or not more than two payments past due at the time Certificates are redeemed or Certificates cannot be redeemed for more than its valueCertificate is valid for one use onlyIf the purchase total is less than the value of the Certificate, the difference cannot be credited to any account, redeemed for cash/merchandise credit or used to purchase Gift CardsIn the stores, Certificates must be surrendered at the time of purchaseUse the Code printed on the Certificate when redeeming it online or through a catalogNo additional Certificates will be issued after program terminationLost or stolen Certificates will not be replacedCertificates may not be sold or otherwise bartered or transferredReward Certificates will not be refunded with returns or cancellationsThe value of your reward certificate will be forfeited and will not be refunded if you make a return or cancellation."
The last two sentence of the above paragraph advise that Reward Certificates will not be refunded with returns or cancellationsThe value of the reward certificate is forfeitedWe consider this matter resolved, and no further action will be taken
Initial Consumer Rebuttal /* (3000, 10, 2015/09/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was never informed this information about the gift certificatesI also called Pottery Barn *** *** on 8/13/( before the chair was picked up and returned) and spoke to a *** in the Furniture Department and he confirmed over the phone that I will be receiving the $card back.I called to make sure before the return was picked up and processed
Final Business Response /* (4000, 12, 2015/10/05) */
As previously stated, The Terms and Conditions of the Rewards Certificate are provided to the *** when the account is openAdditionally, they are listed on the Pottery Barn website
"Rewards Certificates are only redeemable for merchandise at any Pottery Barn brand catalog, store or websiteCertificates cannot be combined with any non-sale related promotional offer, credited to an account, redeemed for cash, applied to past purchases or used to purchase Gift CardsIf the purchase total is more than the value of the Certificate, the difference must be applied to the Pottery Barn or Pottery Barn Kids Credit Card which must be in good standing and/or not more than two payments past due at the time Certificates are redeemed or Certificates cannot be redeemed for more than its valueCertificate is valid for one use onlyIf the purchase total is less than the value of the Certificate, the difference cannot be credited to any account, redeemed for cash/merchandise credit or used to purchase Gift CardsIn the stores, Certificates must be surrendered at the time of purchaseUse the Code printed on the Certificate when redeeming it online or through a catalogNo additional Certificates will be issued after program terminationLost or stolen Certificates will not be replacedCertificates may not be sold or otherwise bartered or transferredReward Certificates will not be refunded with returns or cancellationsThe value of your reward certificate will be forfeited and will not be refunded if you make a return or cancellation."
The last two sentence of the above paragraph advise that Reward Certificates will not be refunded with returns or cancellationsThe value of the reward certificate is forfeited
Information about rewards not be refundable are also printed on each rewards certificate.We consider this matter resolved, and no further action will be taken
Final Consumer Response /* (4200, 14, 2015/10/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is not rightThe certificate should be returned as the item was returnedI have been a loyal *** and this policy does not make any sense

The company, Pottery Barn, has provided a refund and a merchandise credit and has satisfied all issuesThis complaint can be closed

Initial Business Response /* (1000, 5, 2015/12/03) */
As stated in the Terms and Conditions of the Pottery Barn credit card, the rewards do not show as credits on a specific order at the time it is placedThey, however, are applied to the order and redeemed as a credit showing as a separate line
item on the credit card statementWe consider this matter resolved with no further action to be taken
Initial Consumer Rebuttal /* (2000, 7, 2015/12/09) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The Revdex.com does not allow for a retraction of complaintAlthough I did see where it refelcts as a credit to the next statement I think this is a poor practice to not give the credit off the merchandise total and the company needs to change thisThis practice allows the comapny to charge intrest if balance not repaid in full making the credit obsolete

Customer was advised by the claims department last week that his check would be sent out the end of this week. At the time, he agreed to this. We consider this matter resolved and will take no further action in this matter

Williams-Sonoma, Inc
Delivery company is currently trying to reach customer to schedule and deliver the furniture
Will follow up after delivery to ensure success and compensate the customer
Will send an update after complete resolution
Thank you!

Initial Business Response /* (1000, 8, 2015/09/09) */
Corporate *** relation has received *** complaint*** has been contacting and we are sending the missing cookbook

Complaint:***I am rejecting this response because:It is so sad to see how poor customer service and willingness to right a wrong will loose you another customerI clearly see how your company is trying to wash their hands after *** *** had guaranteed me full money refund on all items in an attempt to fix t he original problem of the canopy bed delivery and then failing to follow trough with that guaranteeNeither did he have the decency to eturn the call to set up pickup of ALL items as he'd ALSO told me he wouldIt's clear this business doesn't function ethicallyAnd as to the above message, you are rightI was told about credit after the fact that what I was promised was not done and I was toyed with and lied toHad I known how poor a company this would be I'd saved myself the time and troubleBut, I do guarantee that Pottery Barn Teen will never again see a de from me since my business is being treated a dime a dozenAnd I can also guarantee that after such a poor way of handling my business, your company will never again see a dime from anymore of my family member's either. I should have known better after so many NEGATIVE REIVIEWS about your companyI'll take full responsibility for choosing to give this company an opportunity. NEVER AGAIN
Sincerely,*** ***

Initial Business Response /* (1000, 7, 2015/07/14) */
The Corporate *** Relations Department for Williams-Sonoma Incand Pottery Barn are in receipt of this ***'s complaintI have researched to find that this is a known issue being worked with our vendorWe should have an update by the
week of 7/We will advise as information becomes available
Sincerely,
*** ('***) ***
Corporate *** Relations
Williams-Sonoma Inc
Initial Consumer Rebuttal /* (3000, 9, 2015/07/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have been promised resolution within week or within weeks multiple times over the past weeksAs of today, July 15, it is still not resolvedUntil I am no longer sitting on a bare cushion that is too big for their chaise and their slip cover, my complaint continues and I request the case to remain open
Final Consumer Response /* (3000, 15, 2015/07/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
There has been no update from Pottery Barn since the promise on July 16, another unkept promiseIt is now two months, still no replacement, no tracking info, just unkept promisesPlease keep this case open
Final Business Response /* (4000, 17, 2015/07/30) */
Replacement cushion should deliver by 8/to customers FL address*** has been advised

We apologize for the inconvenience
Products are sold upon availabilityA back order date is populated on our websites if items are determined to already be on back order
When we received information from a manufacturer alerting us of a back order, we immediately advise the customerWe
immediately reached out when we were advised the expected shipments will be delayed
Mr*** purchased three separate piecesOne of them became unavailable after his order was processedWe are sorryThe current estimated date to receive the Urban Right Arm chaise from the manufacturer is 01/24/Mr*** will be compensated for the delay
I would encourage Mr*** to contact Customer Service if he prefers not to wait.
Thank you

The Corporate Customer Relations Department for Williams-Sonoma Incis in receipt of this customer's complaint. I have reached out to the customer to address their concerns and are working towards an agreed resolution
*** ***
Corporate Customer Relations, Williams-Sonoma
Inc.
Direct ###-###-#### Ext***
Fax ###-###-####
***
Desk Hours: Tuesday-Saturday AM - 5:PM (PST)

Initial Business Response /* (1000, 5, 2016/01/25) */
Regarding your order number XXXXXXXXXXXX, in November 2014, Williams-Sonoma, Incand its' brand ceased providing sales price adjustmentsWe apologize for the inconvenience and disappointment the *** experiencedWe consider this matter
resolved with no further action to be taken

this is completely poor customer service That clause is put in where no one would see it under their legal section that you would never look at When I checked out it clearly stated on the invoice that this item could not be changed or cancelled Why can they change and cancel but we can't? That clause is just there to save their butt and be able to provide horribe customer service to their customers When u offer a price and not honor it it is advertising and that is exactly what pottery barn did It is not my fault they put in wrong prices and people purchased for that amount, it is their fault and they need to take care of their customers and learn from their mistakes instead of taking it out on the customer I am just disgusted how a company with such supposed "class and excellent customer service" could treat their customers
Complaint: ***I am rejecting this response because:Sincerely,*** ***

Initial Business Response /* (1000, 5, 2016/01/27) */
Please provide your order number so this issue can be researched
Initial Consumer Rebuttal /* (3000, 9, 2016/01/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was able to get a full refund of my
knife at the store which I'm satisfied withHowever, my initial complaint stemmed from the fact that the return policy (which I copied below) is deceptive in that it says you can return items for any reason but no where does it say you have to pay for return postageAnd that's not what I was told when I calledAlso, I was told "you can try to return to the store" that there'a no set policy for stores to accept returnsThat should also be clearly stated in the return policy as I assumed I'd be able to return items to a physical store without a problem
I'll be sure to not purchase anything online from them unless I know 100% that I'll keep it and tell my friends and family not to either
Return Policy
At Williams-Sonoma, we take great pride in the quality and craftsmanship of our productsAttention to design, materials, safety and construction are our priorityUpon receipt, please inspect your purchase and notify us of any damage; we will arrange for a prompt replacement
If within days, you are dissatisfied for any reason, you may return your purchase for a refund of the merchandise valueFor all cutlery returns (knife sets, single knives, cutting boards, knife sharpeners, and knife storage) please contact us at to initiate the returnAn original receipt or gift receipt is required for all returns and exchangesReturns with a gift receipt will be refunded in the form of a Merchandise Credit for the amount indicated on the gift receiptReturns with original receipt will be refunded in the original form of payment, cash and check refunds over $will be issued as a company check (may take business days from time of request)
We cannot accept returns on monogrammed, personalized, gift cards, special-order items, custom upholstery, food, items shipped direct from the vendor, or on items damaged through wear and tearFinal sale items ending in or cannot be returned
For returns of items purchased from your Williams-Sonoma Gift Registry, we will gladly provide a refund or exchange for the merchandise within days of your event or within days of purchase, whichever date is later
If your return for Merchandise Credit Cards is greater than $10,000, we will issue $10,in Merchandise Credit Cards to you that day, and then mail additional Merchandise Credit Card(s) for the amount in excess of $10,to you
How to Return an Item:
Regularly-priced items may be returned at any Williams-Sonoma retail store or through the mailSale merchandise (ending in ".99") purchased online or through the catalog cannot be returned at retail stores and must be shipped back to us for an exchange, credit or refund to be granted
To send an item back, complete the Return Form attached to the invoice or gift receipt that accompanied your Williams-Sonoma merchandiseIn the appropriate box on the Return Form, indicate the reason for the return and the action to be taken: replacement or merchandise creditPlace the Return Form in the box with your merchandiseBe sure to tear off the top portion of the form and keep it for your records
Use the shipping carrier most convenient for you, and send the package to the following address, where your return will be processed according to your instructions:
Williams-Sonoma
*** XXXXX
If you have questions about our return policy, please call us at
Final Business Response /* (4000, 11, 2016/02/01) */
***'s comment has been noted
Final Consumer Response /* (2000, 13, 2016/02/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Message has been left for customer to return call so we may assist with a return of the defective item

Initial Business Response /* (1000, 10, 2015/11/11) */
The Corporate *** Relations Department for Williams-Sonoma Incand Pottery Barn Teen are in receipt of this ***'s complaintI would like to apologize for the problems, inconvenience and delaysThe *** is now working with a
*** *** lead and they will continue to follow the order to expedite delivery and issue compensation
Sincerely,
*** ***
Corporate *** Relations
Williams-Sonoma Inc
Initial Consumer Rebuttal /* (3000, 12, 2015/11/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We are still working with WS in attempt to replace our deskIt has not been completely resolved yetThe temporary agreement is that we will be getting a higher priced desk in lieu of the matching desk to our daughter's room which is no longer availableThey also sent us an additional gift card to use in their stores for other merchandiseWe will be satisfied once we finally receive a completely intact desk
Final Business Response /* (4000, 14, 2015/12/11) */
The new desk is in transit to the delivery hub and will be delivered to the ***, as soon as possibleThe *** is working with a *** *** associate who is following the order to ensure satisfaction

The Corporate Customer Relations Department for Williams-Sonoma Incand *** *** are in receipt of this customer's complaint and response.
Our apologies, please disregard the previous response pertaining to West Elm order***
I have reached out to the*** *** via email on September 4th and phone messages on September 4th and 9th, to address their concerns, regarding her order***
We are happy to offer alternative options for returning the defective and unwanted product, so we may issue the refund to the customerWe will work with the customer, upon their contact
Sincerely,
*** ***
Corporate Customer Relations
Williams-Sonoma Inc

Initial Business Response /* (1000, 10, 2015/08/05) */
Original email received by *** was requestedShe only provided a couple of screenshotsWithout the full email, we are unable to assistWe consider this matter to be closed