Williams Sonoma, Inc.

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and we have not yet reached a resolution. After sending several photographs, the Williams-Sonoma, Inc. representative requested that I mail her the actual shelf peg to confirm the correct sizing of the pieces required. Upon receipt of the shelf peg, Williams-Sonoma will send the correct replacement parts and discuss compensation. NO RESOLUTION HAS BEEN MADE, but I am being very cooperative despite the awful experience.

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, 2015/12/30) */
The credit of $283.40 was released to the credit card company on 12/13/2015. The credit card company has been requested to reverse and finance charges.

Complaint: [redacted]I am rejecting this response because:
As I have stated I NEVER received the headboard.  The mattress frame which I CANCELED via telephone, and still received a month later, after I canceled it, was picked up by UPS yesterday.  
I would like my credit card refunded for the headboard that was NOT received AND the mattress frame and headboard that I CANCELED and returned with Pottery Barn Teen.
Pottery Barn Teen phone representative stated that delivery was supposed to be WHITE GLOVE (brought in and set up).  If UPS delivers, that is NOT considered white glove delivery as stated.  I would like my card refunded immediately.
Sincerely,[redacted]

The 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 their concerns.  We have reached an agreement and Corporate Customer Relations is working towards the delivery of...

the order and final resolution.
 
Sincerely,
 
[redacted]
Corporate Customer Relations
Williams-Sonoma Inc.

Initial Business Response /* (1000, 8, 2016/01/22) */ The Corporate Customer Relations Department for Williams-Sonoma Inc. is in receipt of this customer's complaint. It is the Company policy that we do not issue refunds on gift items to the recipient. We will issue a refund to the purchaser's...

credit card. I am considering this issue closed. Sincerely, [redacted] Corporate Customer Relations Williams-Sonoma Inc. Initial Consumer Rebuttal /* (3000, 10, 2016/01/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is not an acceptable resolution. It is Williams Sonoma practice to allow people to purchase well beyond the registered amounts, making it pointless for folks like us to assign requested numbers to our registry. If refunds are paid to the gift givers, it creates an awkward situation for us to have to go back and explain the circumstances as to why their items are returned, and we would not expect them to write us a check for the refunded amount. We would like refunds paid to us, so that we can complete our other registries that were not completed since Williams Sonoma continued to accept purchases for item numbers in excess of what we registered for (i.e. registered for 14 place settings, and received 20 and counting). This is not a typical gift return, and should not be treated as such.

Corporate Customer Relations Department for Williams-Sonoma Inc. has reviewed the customer’s response:
Order number [redacted] charged 12/23/15 $181.86 for Philips Air Fryer and on 2/10/16 WSI issued credit -$181.86 for the return.
Order number [redacted] charged 12/23/15 $213.95 for Philips Air Fryer. On 3/26/16 the customer placed the $213.15 charge under dispute with her bank. The dispute has reversed payment to WSI. We are unable to take any action until the customer contacts our Chargebacks Department at [redacted].

The 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.  We have reached an agreed resolution and I have issued a credit in the amount of $250 to be...

applied in addition to the previous $300 credit. The total compensation given to the customer now totals $550, as previously promised. I consider this issue to be resolved.

Initial Business Response /* (1000, 5, 2015/10/27) */
Order canceled. 100% refund applied to [redacted]'s credit card on 10/21/15. We consider this matter resolved with no further action.

Initial Business Response /* (1000, 5, 2015/11/05) */
The credit was issued to the [redacted] on 10/23/15. We consider this matter to be resolved.

Initial Business Response /* (1000, 5, 2016/01/06) */
Please provide the order number so this issue can be researched.

Initial Business Response /* (1000, 5, 2015/07/10) */
Several messages have been left for the consumer by our hub requesting a return call to schedule her delivery. We can take no further action until she responds and schedules the delivery.
Initial Consumer Rebuttal /* (3000, 8, 2015/07/14)...

*/
I have been monitoring the status on line since I have not heard anything from Pottery Barn and it has been almost 2 weeks since I filed the complaint. Today there was a status update posted indicating that they have left several messages for me with no response. I have not received a single call on my cell phone, the only number I provided when filing the complaint. Perhaps they left a message at my home number, but I have been out of town for over a week and am unable to check messages at my home number remotely. I will certainly check messages when I get home in a couple days, but frustrated that they are making it sound like I am the one who is dragging my feet when they did not contact me at the number I provided.
Final Business Response /* (4000, 10, 2015/07/21) */
Successful delivery achieved on 7/16/15. Credit issued to [redacted]. Matter resolved with no further action.
Final Consumer Response /* (2000, 12, 2015/07/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Delivery of the remainder of the sectional occurred July 16. Someone from Williams Sonoma called the next day to confirm delivery and to discuss the refund of the delivery charges. It will take a few days for the charges to be credited to my account, but assuming that goes through, we can consider the matter closed. I appreciate the quick resolution to my concerns. Thank you to all involved.

(The consumer indicated he/she DID NOT accept the response from the business.)I cannot find order #. The order was placed by [redacted]. The registry was listed under [redacted]

Initial Business Response /* (1000, 5, 2015/07/21) */
The Corporate [redacted] Relations Department for Williams-Sonoma Inc. and West Elm are in receipt of this [redacted]'s complaint. I am very sorry to say that we are unable to adjust the pricing on a pre-existing order. While we truly value your...

business, only current prices are available at the time of checkout. Sale prices and promotions are only available on an order placed within the eligible time frame. I sincerely apologize for any disappointment or inconvenience this may cause, and we appreciate your understanding in this matter. Please consider this issue resolved.
Sincerely,
[redacted]
Corporate [redacted] Relations
Williams-Sonoma Inc.
Initial Consumer Rebuttal /* (3000, 7, 2015/07/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
No desire to work with it's customers. This was the same generic answer I received from them. I was going to purchase at least $1,000 more in bedding, but due to their lack of [redacted] and bad policies, I'm going to buy elsewhere and never purchase from West Elm and their sister companies again. It's not right to have to pay full price and then log back in only to find out the items have been put on sale.
[redacted]
Final Business Response /* (4000, 9, 2015/07/24) */
Williams-Sonoma, Inc. responded to Ms. [redacted]'s complaint on 7/21/15 and stated our company's position. We again apologize for any confusion or disappointment this may have caused you, and want to thank you for your understanding. We consider this issue closed.
Sincerely,
[redacted]

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 to Ms. [redacted] for the inconvenience and problems she has experienced.  I have reached out to the retail stores leadership to...

address the concerns regarding interest free purchase.  The stores leadership has reached out to [redacted] to request reversal of finance charges and to confirm purchase is interest free plan.
 
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 pending an upcoming appointment and upon receipt of a refund.
Sincerely, [redacted]

Initial Business Response /* (1000, 5, 2016/01/09) */
The credit was issued in full to the [redacted]'s credit card on 12/28/15. We apologize for the inconvenience. We consider this matter resolved with no further action to be taken.
Initial Consumer Rebuttal /* (2000, 7, 2016/01/13) */
(The...

consumer indicated he/she ACCEPTED the response from the business.)
The company was extremely humble and took guilt responsibility for their lack of [redacted]. They intend on working on strategies to ensure this is an isolated incident . I accept this.

Initial Business Response /* (1000, 7, 2015/09/24) */
Please provide your order number so this may be researched.

Initial Business Response /* (1000, 7, 2015/08/21) */
Working with Florida delivery hub, Las Vegas Logistics and [redacted], we were able to confirm the correct mattress was received into the local delivery hub. Arranged for delivery and pickup of incorrect mattress, that was acceptable to [redacted]....

Completed the delivery and pickup of the incorrect mattress on 8/1/15. [redacted] was compensated in in the amount of 40% of her order, as well as credit for shipping costs. Issue is resolved.

Williams-Sonoma, Inc.
 
 
 
The sofa was not taken to the 12th floor into the customer’s apartment by the delivery company because it did not fit in the customer’s elevator.
 
 
 
After careful evaluation of the damages and photos obtained, it is concluded that:
 
The upper left corner of the sofa back is mashed in and has a tear
 
The inside corner of the decking has a small tear
 
The damage is from trying to fit the sofa through the building up to the 12th floor
 
To repair, the tears can be patched with fabric removed from inside the sofa
 
The repair will be slightly visible.
 
 
 
As a good faith gesture, Pottery Barn will help by paying ONLY for the repair of the sofa.
 
 
 
The customer will be contacted in the next 72 business hours to schedule the repair.
 
 
Thank you