Williams Sonoma, Inc.

Customer is working with the Quality team to resolve issues on this complaint additional issues which arose on 05/11/17.
Therefore, this complaint is marked as closed.
Should the customer feel the need to keep this complaint open, please add all concerns and forward the...

updated request for further review.
Thank you

Customer sent email requesting [redacted] pick up of items.  [redacted] no longers pick up items for our customers.  A request has been submitted for an exception to this.  Awaiting response from [redacted].

Initial Business Response /* (1000, 9, 2015/12/31) */
The Corporate Customer Relations Department for Williams-Sonoma Inc. and West Elm are in receipt of this customer's complaint.
We have reviewed the customer's order for the custom Henry Sofa, which offers an estimated delivery range of 8-10...

weeks after an order is placed (as shown on our website). The customer's order was placed on September 27, 2015 and had an estimated delivery date of December 6, 2015.
The customer's Henry Sofa was delivered on December 3, 2015.
An associate has reached out to the customer to address her concerns, regarding any miscommunication with the estimated delivery time range. We have offered the customer a $155.00 merchandise credit, as compensation and they are waiting for the customer's response.
We consider this issue to be resolved.
Initial Consumer Rebuttal /* (3000, 11, 2016/01/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
West Elm did just make their deadline, but that was likely because I contacted the Revdex.com. The day after I contacted the Revdex.com, I got a call from a WE representative to schedule delivery. This was after two months of miscommunication where various representatives promised the couch would be delivered "next week" or "in a few days" only to find myself on the phone again being passed around, lied to, and hung up on. After googling "West Elm Customer Delivery Problems" I heard experiences very similar to my experience being retold by other disappointed and disgruntled customers. The more I read, the more it seemed like WE had purposely adopted an unapologetic, systematic, "know-nothing" approach to their deliveries.
Also, I was promised, but never received a $155 credit.
Final Consumer Response /* (2000, 15, 2016/02/19) */
EMAIL FROM CONSUMER:
Yes, thank you for your diligent follow-up--West Elm resolved it. Do I need to click on something to end the process?
Thanks,
[redacted]

The Corporate Customer Relations Department for Williams-Sonoma Inc. and West Elm are in receipt of this customer's complaint. I would like to apologize in regards to the delivery experience. According to our records the delivery was completed 3/9 and compensation was issued in the amount of $106.90. Please consider this issue to be resolved.Sincerely,[redacted]Corporate Customer RelationsWilliams-Sonoma Inc.

Initial Business Response /* (1000, 5, 2016/01/13) */
We apologize for the [redacted] failures this [redacted] encountered. A credit of $74.31 was issued backt to the [redacted]'s credit card on file as of today. Please allow 3-5 business days to see back on credit card. We consider this matter...

resolved with no further action to be taken.
Initial Consumer Rebuttal /* (2000, 7, 2016/01/16) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you

Initial Business Response /* (1000, 10, 2016/01/15) */
We apologize for the inconvenience this [redacted] experienced. A credit to her credit card was issued for $10.83 which is a 20% discount on the order. Also, an additional $20.00 discount was issued to the credit card bringing the total...

discount on this order to $30.83. We consider this matter resolved with no further action to be taken.

Initial Business Response /* (1000, 5, 2016/02/08) */
Item delivered via UPS [redacted] on 2/4/16 at 1314 local time and left at front door. We consider this matter resolved with no further action to be taken.

Initial Business Response /* (1000, 5, 2016/01/09) */
Left voice message for [redacted] advising that item needs to be picked up before credit can be issued.
Initial Consumer Rebuttal /* (2000, 7, 2016/01/13) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I wish the...

company had done more instead of just a refund after I had to file a complaint, but this does resolve my issue at least at a minimum.

Initial Business Response /* (1000, 5, 2016/01/18) */
The Corporate [redacted] Relations Department for Williams-Sonoma Inc. and Pottery Barn are in receipt of this [redacted]'s complaint. The [redacted] and the District Manager went over the charges and the credits for is order and order XXXXXXXXXXXX. ...

Our District Manager requested we issue a credit of $318.68 as a final resolution. This has been issued. I am considering this issue closed.
Sincerely,
[redacted]
Corporate [redacted] Relations
Williams-Sonoma Inc.

Initial Business Response /* (1000, 5, 2015/11/23) */
Please provide your order number so we may research this issue.
Initial Consumer Rebuttal /* (3000, 7, 2015/11/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My original order number from the 24th of...

October was XXXXXXXXXXXX.
I was told, yet again, that I would receive my item on the 23rd. It is now the 25th, and as of yet, there is no item.
Final Business Response /* (4000, 12, 2015/12/10) */
Item delivered 11/25/15. We consider this matter resolved, and no further action will be taken.

This issue is under extensive review. We are currently reviewing the returns and credits to order #[redacted] as this is the order regarding outdoor furniture.

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]

This case is not closed until the hard credit check has been removed from both[redacted] and [redacted]

The Corporate Customer Relations Department for Williams-Sonoma Inc. and Pottery Barn are in receipt of this customer's complaint.  I have had this item removed from the web site.  An error in our inventory was showing that we had 2 chairs available.  I consider...

this issue to be resolved.

Initial Business Response /* (1000, 5, 2016/01/06) */
[redacted] received full refund on 12/6/15. We cosider this matter resolved with no further action to be taken.
Initial Consumer Rebuttal /* (2000, 8, 2016/01/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I...

do accept that I received a payment but I am still very dissatisfied the way they handled it. I spoke to about 10 [redacted] reps and it took me over 7 months to resolve (and never get my furniture). Thank you Revdex.com for taking care of this.

Initial Business Response /* (1000, 10, 2015/12/03) */
Order has been canceled. [redacted] received credit back to credit card on file on 11/16/15. We consider this matter resolved with no further action to be taken.

Initial Business Response /* (1000, 5, 2016/01/27) */
The Corporate [redacted] Relations Department for Williams-Sonoma Inc. and Pottery Barn has reached out to the [redacted]. Unfortunately, we had to leave a message asking the [redacted] to call us. We will be replacing the [redacted]'s sofa but the...

exact color she purchased is not long available. We are waiting for a call from the [redacted] before we can proceed. At this time we will have to keep this issue open
Sincerely,
[redacted]
Corporate [redacted] Relations
Williams-Sonoma Inc.
Initial Consumer Rebuttal /* (3000, 7, 2016/02/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We are awaiting confirmation of the ordered couch with chosen color and size. We have spoken to a rep at the corporate office and were told that the North Carolina office would contact us - unfortunately we haven't received confirmation of the couch order to replace our damaged piece.
Final Business Response /* (4000, 9, 2016/02/23) */
The Corporate [redacted] Relations Department for Williams-Sonoma Inc. and Pottery Barn is in receipt of this complaint. The new sofa for this [redacted] has been entered in our system since the 29th of January, 2016. It was a special order item which is scheduled to ship from our vendor the week of 2-29. The [redacted] will receive a call around that date to schedule the delivery of the new sofa. We consider this issue to be closed.
Sincerely,
[redacted]
Corporate [redacted] Relations
Williams-Sonoma Inc.

[redacted]I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]

Complaint: [redacted]I am rejecting this response because: 
I will accept this response and the...

resolution of this problem once it is actually dealt with.  I received a call from Pottery Barn last Friday instructing me to leave the items outside my porch for [redacted] pick-up today, Monday, March 19.  However, the items were never picked up and I am afraid that with the impending winter storm over the next 3 days, it may not be picked up at all.  I tried to contact PB about this issue but, as usual, their phone lines are always busy. 
Sincerely,[redacted]

Initial Business Response /* (1000, 18, 2015/10/06) */
The Corporate [redacted] Relations Department for Williams-Sonoma Inc. and Pottery Barn are in receipt of this [redacted]'s complaint. I have reached out to the [redacted] to address his concerns. We offered and sent the [redacted] a $100.00...

merchandise credit, as compensation. We consider this issue to be resolved.