Williams Sonoma, Inc.

Please tell us specifically from which store this was purchased so that we can research further.  Thank you.

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 still have not received contact information on delivery options but I am hopeful that they will resolve.  If I do not receive delivery information by next week I will reopen.  Today I have reached out via instructions on the email with no response to date on next steps with delivery.Sincerely, [redacted]

Good afternoon,
 I had responded through your website on 12/24/2016 that a replacement order was sent to this customer and delivered on 12/12/2016.

Complaint: [redacted]I am rejecting this response because: I feel the company is not operating in a honorable manner; however, I choose not to proceed further with this issue as corresponding with this company is a waste of my time and energy. I will never do business with this company again and will discourage my friends, family, and associates from doing business with them as well. It's discouraging that such a large company that makes such big profits off of its customers with over priced items refuses to put their customers first.Sincerely,[redacted]

Initial Business Response /* (1000, 7, 2015/08/18) */
We are going to inspect the [redacted] rug on 8/19/2015.
Initial Consumer Rebuttal /* (3000, 9, 2015/08/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Inspecting the rug does not repair the damage. ...

After the inspection they need to take responsibility and pay for the damage by replacing the carpet wall to wall, replacing the rug and stopping selling this hazardous product.
I spoke to the fire department at Avondale, PA and they feel this product is flammable. The customers need to be informed that the rug can melt and damage their property. I want to know what are the results of the inspection and how they are going to deal with this complain. It is unethical and irresponsible to sell a product that can caused damage or fire without the knowledge of the [redacted] specially a billion dollars company like Pottery Barn where the Executives make million of dollars in salaries a year but they are unwilling to repair damages.
Final Business Response /* (4000, 19, 2015/10/07) */
The claims department has been working with this [redacted] and please note the following:
"We have made several attempts to resolve this issue with the [redacted]. Our latest attempt, which was for a total of approximately $1800, which would not only allow for $350 for a replacement of the rug at issue, but also to replace her wall to wall carpeting (which was not alleged to be our product). We believe this offer was more than generous given that the [redacted] has provided no proof of purchase and her original purchase price for the rug purchased four years ago was $419. We are happy to continue to extend that offer to her, but she has, to date, refused. We believe the Company has gone above and beyond to try to address the [redacted]'s concerns and resolve the situation. "
Final Consumer Response /* (4200, 21, 2015/10/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This company Williams-Sonoma continues to lie about how they going beyond and above to resolve the issue. They have over and over refused and denied that this is their product. They continue to sell this defective product that damage my living room which is connected to my master bedroom wall to wall carpet. Even if I replace the wall to wall carpet of the living room the carpet will look patched since they are not paying for the rest of the carpet that is connected. This extension is estimated to cost me $ 2, 500.00 dollars in addition to the $1,451.31 estimate to repair the damage caused by their area rug. That doesn't includes the $330.00 dollars I lost for taking one day off from work since I get pay for my sick and personal days if I don't use them and another $330.00 for the day I have to be here when the rug is repaired. Also, it does not include the 5 months I have been in my house without having any friends or family over since my living room is a mess. How much does my quality of life costs? I was also considering selling my house but I couldn't put it on the market because it is a mess and have damage I cannot pay for. Therefore, I missed the spring and summer market opportunities. How much should I charge for that? It is not that simple. I have been treated less than poorly by this company. I have to suspect that their core values are a joke and they could not care less about the [redacted]. But mark my words I will continue to complain, to reach out to the trade federal commission until someone listens are does a throughout investigation of the practices of this company. Because for me a company without morals and ethics should not be allow to sell anything. I will not stop complaining and reaching out to agencies that can support my claim until this issue is resolve to my satisfaction. I did not refuse their offer I gave a contra-offer to cover the damage and the are rug that is defective for a total of $1, 901.31 and they have refuse to pay. This is only $100.00 more than they are willing to pay. As I indicated here they owed much more than that if add all the damages emotional and physical caused to me, my life style and my home.
At this time I am considering carefully what options exits for me to pursue. I will not give up until this issue is resolve to my satisfaction. I have endure enough from this million dollar company who refuses to take responsibility for the damage caused to me and my home. They said their mission is to enhance their customers quality of life at home. What a joke! They ruined my home, they have ruined my relationships with friends and families, they have denied their responsibility and therefore I have to spend so much time reaching out to agencies that can support me, they have denied restitution, they have treated me so poorly....as if I am a criminal or an undesirable because I am fighting them to make restitution of their damages. What a shame that their millions in profits that they make from people like me cannot be used to " ENHANCE THEIR CUSTOMERS THAT HAVE BEEN DAMAGE QUALITY OF LIFE". It is too bad Mr. [redacted]- Maybe you ought to reconsider your mission!
Briefly then, I will accept $1,901.31 and not less.
Thank you for your attention!

The Corporate Customer Relations Department for Williams-Sonoma Inc. and Pottery Barn are in receipt of this customer's complaint.  I have reached out to the customer to address his concerns.  I have confirmed that the customer has received his credit in full for the mattress...

and box spring. The coffee table is scheduled to deliver 7/10/17.  I consider this issue to be resolved upon successful delivery of the coffee table.

Tell us why here...
We have confirmed that the customer has received her credit in full in the amount of $34.65 as of July 7th.  This credit will show on Ms. [redacted] credit card in 3-5 business days.  The backpack has been canceled.  Ms. [redacted] was never charged for this item....


 
We appreciate the time Ms. [redacted] has taken to bring her concerns to our attention and apologize for the problems she experienced. We consider this issue to be resolved with no further action to be taken.

Complaint: [redacted]
To whom it may concern: 
This is a completely unsatisfactory response.  The response from WSI, Inc was merely a cut and paste from their website and does give me any confidence that anyone took time to read my letter much less address any of the concerns I raised.  I believe that it is incumbent upon WSI, Inc to review and adequately respond to a long time, frequent customer who has a legitimately complaint.  There are two issues which need to be addressed: 
1. Pricing Disclaimer: 
WSI, Inc has chosen to hide an apparent internal mistake behind a pricing disclaimer which appears to apply just to customers that shop online.   The pricing disclaimer seems inherently unfair to the customer for products that are ordered online and shipped. Should this product, or any other, be purchased from a store and taken home that day, I seriously doubt that WSI, inc would have made the customer return this to the store when the "pricing mistake" was identified a few days later.   At any time over the 10+ weeks that it would take for the product I ordered online to arrive, WSI, inc could institute the "pricing disclaimer" and terminate this transaction.  As the consumer, I should not have to consider my purchase a "gamble" to see if the product I paid for will actually arrive 3 months after I order it.  A reputable business should be willing to treat all customers equally whether they shop in the store or whether the product was purchased online.  
2. "Finalized Sale" 
More troubling is that WSI, Inc feels that the rules of a final sale apply unilaterally.  In this sales agreement, WSI, inc stated that this would be a "final sale" and that "this custom item cannot be cancelled, returned, or exchanged."  A follow up email the following day confirming the transaction stated, "your final-sale order has been placed, the order cannot be canceled or returned."   Not once, but twice in a 24 hour period, WSI, Inc instructed me that I have no ability to cancel this order.   
Before I agreed to spend a considerable amount of money on a "final sale," I had to ensure that this was definitely a product that I wanted and that I had the appropriate funds to cover the transaction.  Before swiping my credit card, I had to think long and hard to make sure I was prepared to honor this agreement.  It appears that "final sale" only applies to the customer in shopping at WSI, Inc.  Why does WSI, Inc. believe that the custom has to abide by a "final sale agreement" but they have no responsibility in honoring the agreement?  If WSI, Inc wishes to conduct business this way and claim to have the ability to unilaterally terminate a "final sale" transaction, which is truly unfair to the consumer, this would be reason enough that I would never make another purchase at any WSI, Inc owned business.   
I hope that someone in WSI, Inc has a better customer care than what has been shown to date.   The disclaimer on the website does not absolve WSI, inc from treating all of their customers with respect and appreciation.  
Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because:
NO ONE HAS CALLED ME BACK, THEY SENT SOMEONE TO EVALUATE THE SOFA AND WE NEVER HEARD BACK.
PLEASE CREDIT MY CC $500.00 or credit my acct $400.00 and send someone to patch up what is broken.[redacted]

Final Consumer Response /* (2000, 6, 2016/01/27) */
The company refunded my money this week. Please consider the complaint resolved at this time. Thank you

[redacted] was resolved on 6/19/16. She was issued a credit to her credit card. This matter is resolved.

Initial Business Response /* (1000, 5, 2015/08/12) */
The Corporate [redacted] Relations Department for Williams-Sonoma Inc. and Pottery Barn are in receipt of this [redacted]'s complaint. A [redacted] associate has addressed his concerns. I have confirmed that the [redacted] has been sent a...

$1000 merchandise card, as requested on August 8, 2015. I have reached out to the [redacted] and spoke to Mrs. [redacted] who advised me no further action is needed. I consider this issue to be resolved.

Complaint: [redacted]I am rejecting this response because:
A merchandise card for [redacted] and [redacted] is unacceptable.  It defeats the whole purpose of the complaint.  The company has offended me not only by lack of comparable customer service but by the products that were received 4/23/18. 
One bracelet has a tag that says it contains brass which is known by the [redacted] to cause cancer.  The product description shown here at [redacted] does not testify to that at all. 
My concern is that a merchandise credit will put me in the same position I am now which is unsatisfied with [redacted] and [redacted].  I have however, shopped at [redacted] and [redacted] parent company and/or affiliate Williams & Sonoma and Pottery Barn and find their products satisfactory.  If the merchandise card can be used there, that is reasonable.
Thank you,
Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because: I have yet to receive a refund for the bench. I called this morning to resolve and was to to keep on waiting for the refund.Sincerely,[redacted]

Changes (and/or cancellation) cannot be made to an order that was already invoiced and ready to ship.  
Decision remains:
Unable to refund or replace order.
There were no system errors at the time the order was placed. 
Supervisor's 25% offer on a new order will be honored until 04/30/17.This matter is considered closed.

Initial Business Response /* (1000, 5, 2015/10/29) */
Please provide your order number so we can research this issue.
Initial Consumer Rebuttal /* (3000, 7, 2015/11/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Order number: XXXXXXXXXXXXXX
Have...

attempted to schedule pick up 3x, unable to work with my schedule to pick up after work (430pm). Offered to drop items off at the PB Kids store in [redacted], unable to arrange a drop off now, waiting to hear back from [redacted] at [redacted].. Cannot leave items outside of my house, due to potential of theft while I am at work. Still no refund or hopes of getting a refund anytime soon. This is increasingly frustrating.
Final Business Response /* (4000, 9, 2015/11/18) */
Items picked up from [redacted]'s home on 11/27/15. Requested refund check be sent to [redacted]. Allow 10-12 business days for receipt. We consider this matter resolved with no further action.

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.  One note is that I only kept one desk, not two, and they did ask me to pack up the extra desk, which I did do and that got shipped back to their warehouse. 
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/12/07) */
The Corporate [redacted] Relations Department for Williams-Sonoma Inc. and Pottery Barn Kids are in receipt of this [redacted]'s complaint. I would like to apologize to [redacted] for all problems, delays and inconvenience. I have...

confirmed that a $400.00 gift card has been issued to the [redacted] on 12/1/15 and should be received within 7-10 business days, via USPS. Please consider this issue to be resolved.
Sincerely,
[redacted]
Corporate [redacted] Relations
Williams-Sonoma Inc.
Initial Consumer Rebuttal /* (2000, 7, 2015/12/14) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I am glad I got my gift card back. This is a terrible company and I will not do business with them after I spend the gift cards. I believe they would not have refunded me if I had not contacted the Revdex.com. I think they count on people giving up. Never again!

the company, WEST ELM, has sent me my return label.  the package is en route to them.  how do I close my complaint?
thanks
[redacted]

Revdex.com:I have reviewed the response made by the...

business in reference to complaint ID [redacted], and find that this resolution is still not correct but it will have to be enough. The lluggage was finally shipped to me after a couple of weeks of it being available online. Additionally, it was shipped ground and is set to arrive the day before I leave on my trip to Europe. This trip is the sole reason I ordered this luggage bag to begin with. I appreciate the call from the company today and their apology. But this was and is a top notch customer service fail from top to bottom. Sincerely, [redacted]