Williams Sonoma, Inc.

Complaint: [redacted]I am rejecting this response because:Sincerely,[redacted]

The customer did not use the free shipping code when the order was placed.  This is why he was charged shipping.  Please use the code moving forward, as we have issued a credit of $18.09 for the shipping charge and associated sales tax.  This is a one-time exception as using the free...

shipping code is explained on the website.  This matter is resolved, and no further action will be taken.[redacted]

I agree to remove the financial compensation piece of the complaint.  I understand that it is beyond the scope of Revdex.com's work, and I'm confident that due to extensive written records of conversations about compensation, that issue can be resolved via direct communication with PB.  Please...

let me know how to remove the pertinent parts of my complaint.

Thank you for the additional information.
Please extend our apology to the consumer.
I will reach out to him shortly, and have taken ownership.

Complaint: [redacted]I am rejecting this response because: Pottery Barn is responsible for the delivery since they are sub-contractor.Sincerely,[redacted]

Pillow covers were sale items.  The items were sold out prior to the customer's order being filled and are no longer available.  The customer was not charged for the items.  We apologize for the inconvenience.  We consider this matter to be resolved with no further action to be...

taken.

Initial Business Response /* (1000, 5, 2015/11/25) */
[redacted] has already been advised that we will take no further action on this order. We consider this matter resolved.

The District Manager is reaching out to the customer to resolve this issue.

Williams-Sonoma, Inc.We apologized for customer's experiences. Order was reviewed. We are unable to send a replacement desk; it is permanently out of stock. We cannot sell a merchandise that is no longer available. Customer called on 08/15/17 stating he would not return the two desks in...

his possession. Due to all issues, he would not package desks. Customer was made aware desk was permanently out of stock; he agreed to a 50% discount to keep the two desks AS IS. Shipping and surcharges were also refunded.This matter was resolved on 08/15/17 when customer accepted the credit to keep the two desks AS IS. Thank you!

The Corporate Customer Relations Department for Williams-Sonoma Inc. and Pottery Barn are in receipt of this customer's complaint.  I would like to apologize for the problems Mr. [redacted] experienced and the delays in receiving his refund for the cancelled bed.  I have processed a...

credit in the amount of $907.60 and Mr. [redacted] should see this credit posted to his Visa account within 72 business hours. Please consider this issue to be resolved.
 
Sincerely,
 
[redacted]
Corporate Customer Relations
Williams-Sonoma Inc.

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.  I would like to note...the replacement was sent after they had told me they weren't going to send me another so Customer Service is lacking.  I had in fact already ordered another from a different vendor and made plans to return the original William Sonoma item.  So, when they sent a replacement of their own accord it wasted my time, especially as they told me this item was back ordered until the 28th and impossible to get.  All in all a very bad experience with their rude un-knowledgable representatives.Sincerely, [redacted]

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]

Initial Business Response /* (1000, 5, 2015/10/23) */
This item remains on back order as it has not yet been received from the vendor. The ESTIMATED date in our warehouse is 11/5/15. Upon arrival, it will be shipped.
Initial Consumer Rebuttal /* (3000, 7, 2015/10/27) */
(The consumer...

indicated he/she DID NOT accept the response from the business.)
They have rug pads in stock, one of those should be sent immediately. They also don't address the fact that they didn't keep their word and have now wasted my time in dealing with their non [redacted].

We will allow a one-time exception return for this customer.  Each item must be readied for UPS return as follows:
1.  There must be two boxes ready for UPS pick up.
2.  The labels showing from Pottery Barn to customer must be completed removed.
3.  A post-it note stating:  Pottery Barn to pick up (1 of 2) and (2 of 2) must be on each box.
4.  The boxes MUST be ready for pick up on Tuesday, January 24, 2017.
5.  The boxes MUST be completely sealed with packing tape.
6.  UPS will bring their own label to put on each box.
7.  Once the items have been returned to the warehouse, a credit will be issued to the customer's credit card.
If the items are not ready for UPS to pick up on Tuesday, January 24, 2017, customer must call ###-###-####, ext. [redacted] to advise what date both boxes will be available.

Initial Business Response /* (1000, 5, 2015/09/16) */
Request has been submitted for a Residential Pick Up. Once the item has arrived back at the West Elm Distribution Center, a credit will be issued to the [redacted].

Tell us why here...
he Corporate Customer Relations Department for Williams-Sonoma Inc. and West Elm are in receipt of this customer's complaint. I have reached out to the customer to address his concerns. I will assist this customer to receive full credit of $1130.91 after the sofa ships from the...

vendor. I have sent the customer an email to confirm this promise. I consider this issue to be resolved.

The Corporate Customer Relations Department for Williams-Sonoma Inc. and West Elm are in receipt of this customer's complaint.  The original order has been cancelled and the customer has received credit for that order.  Another order was placed for the correct merchandise and the...

customer was given free shipping.  I 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.  I have reached out to the customer to address his concerns.  I am working with the customer to return all items involved with this issue.  I will issue...

credit in full once the items are returned.  I will consider this issue to be resolved when full credit has been issued.

Good afternoon,
 
I have reviewed the customer's order and am aware of the difficulty and inconvenience she has endured.  I will be reaching out to the customer, following her replacement and issuing appropriate compensation upon successful delivery.
[redacted]
Williams-Sonoma Inc

The District Manager has been contacted and will be reaching out to the customer.  We consider this matter resolved.