Williams Sonoma, Inc.

Initial Business Response /* (1000, 16, 2015/09/11) */
Corporate *** is in response to the customers complaintWe are working with our buyers to find out when next shipment will be available

After filing this complaint, in one last effort to resolve this issue I reached out to the executive team at West Elm and they have helped me to resolve the issue.
I received a complete refund and they also offered me a $gift card.
I am satisfied with their
responseThis complaint can be marked as resolved satisfactorily.
Thank you for your time

Initial Business Response /* (1000, 5, 2015/12/30) */
Corporate *** relations is in receipt of customers complaint
We apologize for the delay in shipping out the personalized stockingsDue to the amount of orders placed for personalization, we were delayed in shipping out product to our
guestsWe do show the items did ship and arrived on 12/in time for Christmas

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID***In my complaint it was
clearly stated that my item was to be delivered no later than 9-or I would then require my item be upgraded at no extra cost with all credits appliedI spoke with *** on 9-and she never once apologized for the unacceptable delay and poor communication I've had to endure throughout this processShe also failed to acknowledge my specific requests.
With that being said I'll await for my delivery on 9-and will refrain from ever doing business with West Elm again!
Sincerely,
*** ***

Initial Business Response /* (1000, 11, 2016/01/04) */
On 12/23/15, we offered to return the item as "Not as Depicted"The *** did not choose to exercise that optionWe did provide a merchandise card of $to this ***The matter is resolved with no further action to be
taken
Initial Consumer Rebuttal /* (3000, 13, 2016/01/07) */
EMAIL FROM CONSUMER:
Hello....I have not to this date, January 5th, heard from Williams-Sonoma other than receiving their Merchandise Credit Card of $which I can only assume will be the best that they will doI can only leave this matter as is being totally disappointed in Williams-Sonoma and not for myself only but for all trusting, believing, loyal customers of Williams-Sonoma being mislead in purchasing of a product Williams-Sonoma claimed to be which was not delivered or receivedI thank you for your time.......................***
Final Business Response /* (4000, 18, 2016/01/09) */
We properly responded to the Revdex.com on 1/4/Regardless of the *** choosing to keep the hot chocolate in order to not disappoint her family, we did offer to return the item before Christmas and she declinedShe was sent a merchandise card of $which is a 15% discount on her order for the inconvenience and disappointmentThis matter is resolved with no further action to be taken

Initial Business Response /* (1000, 5, 2016/01/11) */
On 1/6/16, the *** was issued a $merchandise card for the *** failure which she acceptedWe have no more of this item in stockThe *** can return the item within the next business days and receive a credit for the
difference in what was paid and the $merchandise card OR the *** may keep the stocking as is with no further action to be taken
Initial Consumer Rebuttal /* (3000, 7, 2016/01/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have not gotten the merchandise credit so I'm not even sure it was sentAnd how can I return this item?
Final Business Response /* (4000, 9, 2016/01/22) */
Contact XXX-XXX-XXXX, ext XXXXXXXThe associate will assist you with how to return the item

Initial Business Response /* (1000, 10, 2016/02/16) */
Good afternoon,
I will reach out to the *** and see what can be done to resolve this concern
*** ***
Williams Sonoma Inc

The Corporate Customer Relations Department for Williams-Sonoma Incand Pottery Barn are in receipt of this customer's complaint. I would like to apologize to *** *** *** *** for the inconvenience and delays. I have confirmed that the back order is in the process of filling and
will ship very soon. I will continue to follow this order to expedite delivery and issue compensation
Sincerely,
*** ***
Corporate Customer Relations
Williams-Sonoma Inc

Replacement issued to customer and received on 3/31/Matter resolved with no further action to be taken

Williams-Sonoma, Inc
Please note, label was sent for the armoireIf not received, the customer needs to initiate by using the correct order numberThere are only digits on the order numberThe customer added an extra "2" on the number making it digits since first filed the complaint. The customer was also advised to contact her local store to see if the General Manager had room to accept the return
The customer first expressed interest in returning the item AFTER the 30-day return policy; therefore, she will receive a merchandise card for the merchandise and tax onlyThe item is being returned because the customer changed her mind and expressed she wants to return this item on 10/12/17, AFTER the 30-day return policy
Thank you!

Good morning,
Customer *** *** placed the original order when he was an employee of Williams Sonoma Inc. The item he purchased went no longer available and the customer was notified by email and never charged. If *** chooses to place a new order, he can place the order
online and email me ( ***) the order number and I will issue the credit to reflect what he would have originally paid. This offer is only for *** *** as he is the original purchaser
*** ***
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 meSincerely, *** And *** ***

Williams-Sonoma, Inc
I have spoken with the customer and sent two emailsA temporary credit was issued on 07/31/and a replacement order processed.
The customer was willing to waitI will keep in touch with the customer until successful delivery
Thank you!

Initial Business Response /* (1000, 5, 2016/01/21) */
Corporate *** relations is in response to customers complaintI have made contact with *** and resolved her issuesThis issue is now considered resolved
Initial Consumer Rebuttal /* (2000, 7, 2016/01/28) */
(The consumer
indicated he/she ACCEPTED the response from the business.)
A company representative contacted me, apologized for the problem and ensured the previously purchased items were shipped and delivered in a timely mannerI appreciated her assistance! This matter is completely resolvedThank you

The Corporate Customer Relations Department for Williams-Sonoma Incand Pottery Barn are in receipt of this customer's complaint. The section of our Web site dealing with credit cards clearing states:
Reward Yourself
Apply today and start enjoying
these great benefits:
Apply Now
Earn 10% back in Rewards.* You'll receive a $Reward for every $you spend
Or months special financing available**
Exclusive events and offers
Double reward opportunities offered throughout the year
Earn and redeem rewards at Pottery Barn, Pottery Barn Kids, or PBteen
No annual fee***
Apply Now
ALREADY HAVE A POTTERY BARN CREDIT CARD?
Manage your account online or call ###-###-#### to see if you qualify to increase your credit limit
*The Rewards Program is provided by Pottery Barn, which is solely responsible for the Program operationTransactions greater than $may choose between earning rewards or promotional financingPottery Barn may change the terms and conditions of this Program at any timeSee full rewards terms and conditions for details
**Promotional financing available with Pottery Barn Credit Card accounts offered by Comenity Bank, which determines qualifications for credit and promotion eligibility$minimum purchase and minimum monthly payments are requiredSubject to credit approval and availabilityAccount must be in good standing at time of transaction
Mr*** first order did meet the $requirement, but he chose the regular charge program and not the promotional financing option. All of his subsequent orders did not met the $requirement for the promotional financing option.
I consider this issue to be resolved
*** ***

Left voice message on 3/21/requesting a return call from customerNo response to date

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,
*** **

Tell us why here
The Corporate Customer Relations Department for Williams-Sonoma Inc. is 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 received her bowls and I will be sending
the customer a $merchandise credit, as compensation. If UPS is able to locate the missing bowls, I have instructed the customer to keep them I consider this issue to be resolved

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