Williams Sonoma, Inc.

Initial Business Response /* (1000, 5, 2016/01/26) */
We are getting replacement legs. When they arrive we will schedule a time with the [redacted] to deliver the legs and assemble them.

We sincerely apologize to Mr. [redacted] for all the problems, inconvenience and delays he has experienced with the initial order and the replacement. According to our records the back order for the replacement has filled, shipped and delivered to the customer on 3/24/16. We consider this issue closed.Sincerely,[redacted]Corporate Customer Relations[redacted]

The Corporate Customer Relations Department for Williams-Sonoma Inc. and West Elm are in receipt of this customer's complaint.  I have spoken to the customer to address their concerns. 
 
On 4/17/17 we voided the Merchandise Card valued at $2349.03 that was erroneously issued...

and mailed to the customer. This card presently has no value.
 
I have confirmed that on 4/17/17 the customer was issued a credit in full for -$2349.03 and will post to the credit card on file, within 2-5 business days.
 
We consider this issue to be resolved.
 
Sincerely,
 
[redacted]
Corporate Customer Relations
Williams-Sonoma Inc.

The Corporate Customer Relations Department for Williams-Sonoma Inc. is in receipt of this customer's complaint.  In researching the matter, the order notes show Mrs. [redacted] has been issued several replacement knobs. I consider this issue to be resolved.
Sincerely,
[redacted]
Corporate...

Customer Relations
Williams-Sonoma Inc.

As of today, the customer’s bank has still not sent us any documentation to indicate that they have reversed this balance due and paid Williams-Sonoma Inc. the $32.53 that is owing.
Customer was informed by Chargebacks that he needed to contact his bank (they will not discuss private customer...

accounts with us) and have them send us documentation that the debt was resolved.
Our letters to the customer do not impact his credit history – all our collections are in-house and we do not report to credit bureaus. Customer will not be able to place orders until the balance due is resolved.
The bank would send us that information via their billing disputes department – we use Paymentech to review those recoveries.
They can also fax the information to us at ###-###-####.

Initial Business Response /* (1000, 5, 2016/01/09) */
As of 12/28/15, this [redacted] has received a refund in addtion to the $105.00 in bank charges. We consider this matter resolved with no further action to be taken.

Initial Business Response /* (1000, 8, 2015/12/10) */
We apologize. A credit of $301.29 has been issued to the [redacted]'s credit card. Federal banking regulations require it be returned to the form of payment. [redacted] may contact banking institution to have a check sent to her. We consider...

this matter resolved with no further action to be taken.
Initial Consumer Rebuttal /* (2000, 10, 2015/12/19) */
(The consumer indicated he/she ACCEPTED the response from the business.)

We would like to make this issue pending.  We are researching order.
 
[redacted]
Williams-Sonoma Corporate
Customer relations

The Corporate Customer Relations Department for Williams-Sonoma Inc. and Pottery Barn are in receipt of this customer’s rejected response.
 
Per our previous response, our Terms and Conditions contain an “Inaccuracy Disclaimer”, pertaining to price discrepancies. Our company position is unchanged and we are unable to accept orders with the price discrepancy, for the products the customer has attempted to order.
 
We are saddened this error has greatly inconvenienced Ms. [redacted] and appreciate the opportunity to be of service and work towards a resolution. We would like to offer Ms. [redacted] a 30% discount on her order for the PB Comfort Sectional, item number [redacted], ordered at the correct price.
 
To take advantage of this final 30% discount offer, Ms. [redacted] may contact me directly.  
 
Sincerely,
 
[redacted]
Corporate Customer Relations
Williams-Sonoma Inc.
###-###-#### Ext. [redacted]

Initial Business Response /* (1000, 5, 2015/06/08) */
UPS delivered this item on 6/5/15 at 1507 local time and left at the front door. The UPS tracking #1ZW3YXXXXXXXXXXXXX has been delivered. We consider this matter to be resolved.
Initial Consumer Rebuttal /* (2000, 7, 2015/06/09) */
(The...

consumer indicated he/she ACCEPTED the response from the business.)

The Corporate Customer Relations Department for Williams-Sonoma Inc. and West Elm are in receipt of this customer's complaint.  I have confirmed that the customer has returned the item. A refund check for the full purchase price is being sent to the customer.  The...

customer should receive the check in 7-10 business days.  I consider this issue to be resolved.

The customer is desiring to add a promotion code to a previously placed order.  Exclusions are plainly listed on the promotions to preclude such additions.  The customer stated that other companies allow her to do this.  Williams-Sonoma has a long-standing policy of not adding...

discounts and promotion codes to previously placed orders.  We will not honor her request to add a promotion on a previously placed order.  We consider this matter resolved and will take no further action.

Initial Business Response /* (1000, 9, 2015/12/30) */
The Corporate [redacted] Relations Department for Williams-Sonoma Inc. and Pottery Barn are in receipt of this [redacted]'s complaint.
The [redacted]'s complaint is regarding a disputed charges originally billed by Comenity Bank.
I have...

reached out to the [redacted] to advise to address his concerns with Comentiy Bank and provided a contact phone number.
We do not believe we are the correct recipient of this complaint, as we are unable to address any concerns regarding charges or disputed charges, as billed by Comenity Bank.
We consider this issue to be resolved.

Delivery confirmed 12/14/16, $362.03 discount received

Initial Business Response /* (1000, 5, 2016/01/19) */
The Corporate [redacted] Relations Department for Williams-Sonoma Inc. and Pottery Barn Kids are in receipt of this [redacted]'s complaint. Please provide the order confirmation number, so we may access the information on your order.
Thank...

you,
[redacted]
Corporate [redacted] Relations
Williams-Sonoma Inc.
Initial Consumer Rebuttal /* (3000, 8, 2016/01/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Complaint has not been resolved as the company is asking for additional information.
As requested here is the order #: XXXXXXXXXXXX
Thank you,
[redacted]
Final Business Response /* (4000, 10, 2016/02/11) */
Thank you for providing the order confirmation number. I would like to apologize for all problems and inconvenience Ms. [redacted] experienced. I am sorry for the disappointment and that we were unable to fulfill your stocking order correctly. I will be sending Ms. [redacted] a $50.00 gift card as compensation and she can expect it to arrive in the mail within 7-10 business days. Please consider this issue resolved.
Sincerely,
[redacted]
Corporate [redacted] Relations
Williams-Sonoma, Inc.

As noted by [redacted], we have been in contact and working on resolving this matter.
I will send an update when it is resolved.
Thank you!

Revdex.com:
 
I received a $70 gift card from the business today to rectify the situation.  I couldn't get a response without your assistance, thank you very much for your help with this matter!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 disclaimer is displayed on our website under terms and conditions
From time to time there may be information on our Web Site or in our catalog that contains typographical errors, inaccuracies, or omissions that may relate to product descriptions, pricing, and availability. Williams-Sonoma,...

Inc. reserves the right to correct any errors, inaccuracies or omissions and to change or update information at any time without prior notice (including after you have submitted your order). If you do not wish to continue your purchase after pricing or other information has been corrected, please contact us right away and we will work with you to cancel or return your order.
We will not be offering any credits on this merchandise as we consider this issue resolved.
Sincerely,
 
[redacted]
Customer service department

Online order placed on 03/14/17 at 9:27:03 PM.
- The following warning is displayed on the website
[redacted]
Chamois Baby Blanket, Lilac
Please note that we cannot accept cancellations or returns...

on monogrammed or personalized items.
-----------------------------
- 03/14/17 at 9:29 PM Order confirmation was sent via email
- 03/15/17 at 8:40 PM customer called to request cancellation due to error on name and thread color. Associate advised customer there were no guarantee order would be able to cancel but is sending a request
- 03/15/17 Response to associate’s request advised order was already packed and ready to ship
- 03/16/17 UPS picked up package at 1:07 PM and tracking information was sent to customer
- 03/17/17 at 10:43 AM, package was delivered
------------------------------
- 03/17/17 at 2:43 PM customer called for a replacement. She also spoke with a supervisor whom reiterated the above events
           "Cannot accept cancellations or returns on monogrammed or personalized items"
- We are unable to refund or replace the order. There were no system errors at the time the order was placed. Customer received the product she ordered
- Supervisor's 25% offer on a new order will be honored until 04/30/17
 
We consider this matter closed.

Complaint:...

[redacted]I am rejecting this response because:
 
I respectfully decline this response. Until my order has been delivered, I cannot (in good faith) accept this response. I appreciate that Ms. [redacted] has been in contact with me since filing my complaint but I still do not have an expected delivery date. I realize Ms. [redacted] has been trying diligently to track my order and keep me informed but she has not been able to provide me with information that satisfies my concern. I was told my order would be delivered in 8-10 weeks and it is approaching 14 weeks with no scheduled delivery date. The order was not even shipped on the date that she was given when investigating herself. The vendor seems to have their own idea of what is acceptable in business practice and forgive me for being cynical, but I will only feel relieved once my order is delivered to my home. I have been told that I will be compensated for my wait and I do appreciate the gesture but that is not exactly a gesture that can be performed until my order has been delivered or in the condition that I am expecting. So therefore, I must decline until I have received my order in full.
Sincerely,[redacted]