Williams Sonoma, Inc.

Williams-Sonoma Incfor Williams-Sonoma considers this issue resolved. WS Store #*** has been contacted, and will be sending ***/Casabella Garlic Slicer to *** *** directly via UPS Ground. The customer can expect to receive email update with the UPS tracking
information. The backordered item has been cancelled off of Order ***. The customer will not be charged for the item

Good morning,
The customer placed her original order 01/14/2014. Early 2015, customer was not satisfied with the piece and a replacmeent was issued 03/12/2015. February 2016, the customer called after milk had spilled onto the sofa. She had the piece professionally cleaned
but it was not to her satisfaction. A second replacement was issued. WSI return policy is days and WSI has gone out of policy twice to assist the customer. The current sofa is "pilling" and this is not considered a defect. No further action will be taken on this order
*** ***
Williams sonoma Inc

On behalf of Williams-Sonoma IncCorporate Office and Pottery Barn Retail Store #***, *** ** *** ***, we consider this issue in resolution process.
PB Retail District Manager, *** Freeman, has been in contact with the customer and will function as
point-of-contact through resolution. She will provide WSI Corporate with details of the resolution as it takes place

Final Consumer Response /* (2000, 7, 2016/02/25) */
We requested a refund to be issued to us for the defective couch, but have instead received a store credit for the value of the sofaIf our experience with West Elm with this defective sofa and even more disappointingly with the store associates
over the last few weeks had been even a little bit positive or promising we would be willing to purchase a new sofa from the store, however, we are certain we will not be purchasing any further furniture from West Elm and would appreciate a full refund to be issued so that we can purchase a new sofa elsewhereThank you for your time and consideration

On behalf of Williams-Sonoma Incand West Elm, resolution action was taken on West Elm Order *** via *** *** credit in the amount of $1627.85. The breakdown of the credit to keep the order "as is" is as follows: 80% discount on Merchandise/Tax totaling $1364.82, plus
return of ship charges totaling $263.03. Please expect the credit to appear as post within 3-business days
Understanding that the customer has her room décor based on the current item, as well taking all inconvenience in to consideration, Merchandise Credit in the amount of $was also issued via *** Rush. Please allow three business days for the item to deliver to the provided address location. Merchandise Credits can be used at all Williams-Sonoma Incbrands in store and online. It does not expire, and it can be re-gifted
Williams-Sonoma Incconsiders this issue resolved with the above taken actions

Currently working with customer to have item returned. Pick up of item is scheduled for 3/24/17. Credit will be issued after pick up has taken place

Complaint: ***
I am rejecting this response because: My issues has still not been resolved at all I received a phone call from Comenity Bank on Friday but I was in meetings all day I called back and left a voicemail this Monday August 21st, and again today August 24th I must have this resolved by the 27th as this alleged promotional payment is due August 28th or they are going to charge me a full year of accrued interest I understand you are not the bank, but you are the company that is having your customers sign up for this card that is practicing very unethical business practices and choosing where and how to apply payments so that a customer will never have their promotional purchase paid off in time Please advise that this will be escalated again and someone will get back to me
Sincerely,
*** ***

Initial Business Response /* (1000, 5, 2015/07/17) */
Contact Name and Title: *** ***
Contact Phone: XXXXXXXXXX xXXXXXX
Contact Email: ***@wsgc.com
The Corporate *** Relations Department for Williams-Sonoma Incand Pottery Barn are in receipt of this ***'s
complaintI have reached out to the *** to address their concernsI have confirmed the *** has resolved this issue through our Pottery Barn retail and the *** has confirmed their satisfaction and stated no further action was neededAdditionally, I have sent the *** compensation for any inconveniencesI consider this issue to be resolved

Williams-Sonoma, Inc
Please advise customer in order to resolve this ongoing issue, she must call our Credit Card department at ###-###-####
Thank you!

Initial Business Response /* (1000, 6, 2015/07/23) */
The Corporate *** Relations Department for Williams-Sonoma Incand Pottery Barn/Pottery Barn Kids are in receipt of this ***'s complaintI have researched the customers concerns and found that the *** was not charged for the
gift order she received (order XXXXXXXXXXXX), she was actally charged for a back order that filled on order *** (item XXXXXXX Leanback lounger)The charge to her American Express card is a valid chargeAs for the delivery of the sectional, the dates are estimated dates and can vary depeding on the delivery routesOur tracking shows that the sofa slip cover was delivered to your home address on 5/at 454pm and left at the front door via UPS tracking # 1ZV865FXXXXXXXXXXXWe consider this issue to be resolved
Sincerely,
***
Corporate *** Relations
Williams-Sonoma Inc
Initial Consumer Rebuttal /* (3000, 8, 2015/07/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
1) In regards to being charged for the backorder, this IS NOT a valid chargeThe lounger was delivered in April (tracking number 1ZWXXXXXXXXXXXXXXX) and I was charged for the item in AprilYour system has a glitchIt is saying the item was just shipped on July and so charged my card a second time for the same item which I already received (see info below)So I was charged twice for this item, when it actually shipped in April, and for when your system is saying it shippedYou can see below that while it says it shipped in July it was actually delivered in AprilI need to be reimbursed for the $that you just charged my card for this item again and I was already charged for it in April
Front Door Delivery
Dark Pool Tie Dye Chevron Leanback Lounger, Single
Dark Pool Tie Dye Chevron Leanback Lounger, Single
Item #: XXXXXXX
Shipped on:
Jul 14,
Qty:
$
Discount applied
This is a special order item and can not be returned
HIDE TRACKING DETAILS TRACKING NUMBER 1ZWXXXXXXXXXXXXXXX
Status: DELIVERED
Last Scan: 04/15/10:28:AM DELIVERED BRIARCLIFF MANOR, NY US
Carrier: UPS
***: GROUND
Scheduled Delivery Date: 04/15/
UPS Tracking Number 1ZWXXXXXXXXXXXXXXX
Scan History:
BRIARCLIFF MANOR, NY US04/15/10:28:AMDELIVERED
YORKTOWN HGTS, NY US04/15/8:08:AMOUT FOR DELIVERY
YORKTOWN HGTS, NY US04/15/2:36:AMARRIVAL SCAN
PARSIPPANY, NJ US04/15/1:14:AMDEPARTURE SCAN
PARSIPPANY, NJ US04/14/9:38:PMLOCATION SCAN
PARSIPPANY, NJ US04/14/6:53:PMUNLOAD SCAN
PARSIPPANY, NJ US04/14/2:35:PMARRIVAL SCAN
MAUMEE, OH US04/14/5:48:AMDEPARTURE SCAN
MAUMEE, OH US04/14/4:07:AMARRIVAL SCAN
JACKSON, MI US04/14/2:46:AMDEPARTURE SCAN
JACKSON, MI US04/14/1:41:AMARRIVAL SCAN
WYOMING, MI US04/13/11:41:PMDEPARTURE SCAN
WYOMING, MI US04/13/4:51:PMORIGIN SCAN
04/13/12:48:PMBILLING INFORMATION RECEIVED
Final Business Response /* (4000, 10, 2015/07/30) */
The shipping information is correct and UPS confirms the delivery was 4/15/However, this item was shipped direct from our vendorItems typically charge when they ship, however, the vendor was delayed in changing this items shipping statusThe item did not charge your card until 7/14/This is a valid charge as you had never been charged for item # XXXXXXX the leanback lounger
Original charge processed 4/for all items on the order except for the leanback lounger and for the TyeDye chevron bean bag$
Charge on 4/for the bean bag$
Credit processed 5/due to the return of products $
Charge on 7/for $for the leanback lounger
Charge for $is valid as merchandise was received and not returned
This issue is resolved
Final Consumer Response /* (4200, 12, 2015/08/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is not resolvedThe amount I bought the lounger for (177.90) and the amount you charged my card for this item (226.22) do not match and there is not way tax and delivery came to dollarsAlso, when I called your *** *** line and inquired about the charge, I was specifically told the charge was for a beach towel and an anywhere chair that was ordered by my friend to my address as a gift for my daughter (her card was charged for this amount as well)Now you are saying this is for a lean back loungerSomething isn't adding upI would like a refund of the

The customers playhouse bed is delivered and the customer has received compensation. The issue is resolved

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, 11, 2015/09/28) */
As of 9/22/15, entire order delivered to ***Rush charge of $already refundedWe consider this matter resolved

The Corporate Customer Relations Department for Williams-Sonoma Incand Pottery Barn Teen are in receipt of this customer's complaint. The customer has requested delivery for the Chelsea Dresser on May 6th to complete her orderWe have reached out to the customer and confirmed her delivery appointment and she has been assigned a corporate representative to follow the delivery and confirm her satisfaction, post delivery confirmation

I am working with *** *** who works in the corporate customer relationsShe is going to get back to me on FridayOctober 28th with an updateI am happy she is helping me with this but I am not closing my complaint yetI have been waiting since June 5th for my couch so I not ready to say it is all taken care of until I receive the itemThank you!

Complaint: ***I am rejecting this responseIf "every request was handled within the policy guidelines" then the policy guidelines are not satisfactoryI wasted several hours calling West Elm every day to check on the status of when someone would come and pick up my broken piece of furnitureEvery day, the response was "one to two business days," which was a lie, because finally, after waiting on hold for over minutes in total, I was told that I would need to wait three weeks until someone would call me to schedule a pick up of the furniture - not to fix the furniture, but to schedule a pick upAfter waiting for those three weeks, this issue was still unresolvedNo one called me when they were supposed to call meThat was when I had enough, and requested to return the piece of furnitureAfter they picked up the furniture, there was no refund issued to my cardI waited over two weeks to see if the refund would post to my cardIt did notAgain, I had to call West Elm to ask about itOf course, no response when I called them so I had to call multiple times before they agreed to issue itOverall, I believe that I deserve compensation for all of the time wasted on literally dozens of phone calls with West Elm on this matterThis is truly unacceptable, and caused a lot of issues over a four month period where I had a broken piece of furniture sitting in my home for several weeksBusinesses cannot operate this way and expect to get away with it.Sincerely,*** ***

The Corporate Customer Relations Department for Williams-Sonoma Incand Pottery Barn Kids are in receipt of this customer's complaintI would like to apologize to *** *** for all problems, inconvenience and delays with her orderI have confirmed that the chair was delivered to the customer
on 3/16/I will be processing a credit today in the amount of $as compensation and the customer can expect the credit to post to their Visa account within 3-business daysPlease consider this issue to be resolved.Sincerely,*** ***Corporate Customer RelationsWilliams-Sonoma Inc

We are going to replace customer *** *** PB Comfort sectional sku ***. We are waiting for the customer to verify the fabric she would like on the replacement

Initial Business Response /* (1000, 5, 2016/01/15) */
On 12/26/15, a merchandise card for $2,was issued in errorIt should have gone back to the credit card on fileA request has been made to cancel the merchandise cardIf we determine that it has not been used (any portion of it), we
will cancel the merchandise card and issue the full credit to the credit card on file
Initial Consumer Rebuttal /* (3000, 7, 2016/01/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It has been business days since Williams Sonoma replied and they have still have yet to credit our account as of today Saturday January 23, We did received a second merchandise card in the mail damaged from the post office and have not used either gift cardWe said we would never shop with their company again and haven't used the cardsThey are still attached to the cards they came onWilliams Sonoma still continues to say one thing and not follow throughIt should not take this long to cancel the cards-two, not one like they say was mailed each for $1,totaling $
There is no middle ground to settled on, they got their defective merchandise back over a month ago and we still do not have a credit to our accountWe would like the credit for $back on our account
Final Business Response /* (4000, 10, 2016/01/25) */
On 1/23/16, the merchandise card was completely voidedThe amount of $2,was issued back to the ***'s credit card on fileThis matter is resolved with no further action to be taken
Final Consumer Response /* (2000, 12, 2016/01/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 12, 2015/08/19) */
The Corporate *** Relations Department for Williams-Sonoma Incand Pottery Barn Kids are in receipt of this ***'s complaintI have noted replacement order has been issued, and the made-to-order is currently in vendor production
Merchandise Credit in the amount of $has been issued for the inconvenienceI consider this issue to be resolved
Initial Consumer Rebuttal /* (3000, 14, 2015/08/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I would be more than happy to accept the resolution plan from the *** as soon as the items outlined in the response dated 8-have occurredIf a credit has been issued, it would be nice to know as to what form that would be received as I have not seen a credit to my Visa status or received anything in the mail from Pottery Barn Kids to date
Thank you
Final Business Response /* (4000, 16, 2015/09/08) */
In response -
Credit in the amount of $was issued back to Visa ending XXXXDate: 8/24/It does take up to seven days for credits to sppear back to the method of payment
$Merchandise Credit was issued on 7/27/That would take approximately ten days to deliver to the ***'s physical mailbox
UPS Tracking # 1ZV865FXXXXXXXXXXX confirms replacement Order XXXXXXXXXXXX delivered with the Ottoman Slipcover on 8/20/
Williams-Sonoma Incand Pottery Barn Kids consider this ccncern resolved
Final Consumer Response /* (2000, 18, 2015/09/10) */
(The consumer indicated he/she ACCEPTED the response from the business.)