Williams Sonoma, Inc.

Initial Business Response /* (1000, 5, 2015/09/15) */
Please provide your order number so this can be researched. If this was purchased from a store, please provide the street name, city and state of the store.
Initial Consumer Rebuttal /* (2000, 7, 2015/09/16) */
(The consumer indicated...

he/she ACCEPTED the response from the business.)
West Elm ONLINE order placed 8/24/2015.
ORDER DATE: August 24, 2015
ORDER #: XXXXXXXXXXXX
AMOUNT: $155.79
PAID BY: Bank/Check Card
DEBITED: 8/26/15

Complaint: [redacted]I am rejecting this response because: I would like a refund on my credit card.  Part of the original payment was on my credit card and after how this company has treated me they have lost my business as a loyal customer.  I have e-mailed them over a dozen times and called half a dozen times seeking resolution-- they have wasted a considerable amount of my time.
 
Attached are the documents I have submitted to their customer service department 5 times showing the receipt for the shipping fees.Sincerely,[redacted]

Initial Business Response /* (1000, 7, 2015/10/12) */
Please provide an order number so we may research this issue.
Initial Consumer Rebuttal /* (3000, 9, 2015/10/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Order Number: XXXXXXXXXXXX
Final Business...

Response /* (4000, 11, 2015/10/28) */
[redacted] was told to file a claim with the dry cleaners. [redacted] was sent a copy of the order showing the charges for the item. We will not replace this item. We consider this matter resolved with no further action to be taken.

Initial Business Response /* (1000, 5, 2016/01/06) */
[redacted] should have been charged a total of $108.92 for the duvet only (merchandise and sales tax - giving her free shipping). Multiple charges and credits have been issued. In order to take final amount charged to $108.92, a credit of $24.98...

has been issued to the [redacted]'s credit card. We apologize for the confusion which was created. We consider this matter resolved with no further action to be taken.
Initial Consumer Rebuttal /* (3000, 7, 2016/01/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I did receive the credit of $24.98 (with zero communication from the vendor as to why it showed up on my bank account). I actually had to cancel the card that was on file with them so that they didn't have access to haphazardly charge and credit me-as there have been over 10 credits and charges for this one purchase I made all the way back in July. So, I am now waiting for another check card and cannot buy anything else in the meantime due to this company's policy to randomly charge and credit without permission. I also believe (although hard to decipher through all the transactions) that I ultimately paid more than I should have. I would like this formal complaint on file regarding this company so that others do not have to experience the same thing I did (although when you google, this seems to happen on an almost daily basis to their customers). I will not shop at West Elm, Pottery Barn or any other related companies in the future.
Final Business Response /* (4000, 9, 2016/01/15) */
All the appropriate credits have been issued on this order. This matter is resolved.

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, 2015/07/10) */
The Corporate [redacted] Relations Department for Williams-Sonoma, Inc. is in receipt of this [redacted]'s complaint. I would like to apologize for the inconvenience and all problems [redacted] experienced while shopping at the [redacted]...

Outlet. I have made the corporate district manager's office aware of these concerns and they have reached out to the [redacted] to address these issues. Please consider this issue to be resolved.
Sincerely,
[redacted]
Corporate [redacted] Relations
Williams-Sonoma Inc.
Initial Consumer Rebuttal /* (2000, 7, 2015/07/14) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The manager called me and apologized for what happened in their store. I do believe there are still lots of space for them to improve the [redacted] experience. So far they did what I requested in the case.

Complaint:...

[redacted]I am rejecting this response because: Dear Revdex.com, William and Sonoma has made no attempt to correct this matter with exception to one phone call I received on 7/29/17 who told me that someone from the warehouse was going to call me to schedule a delivery date. I never received a phone call. Not one. I have an iPhone that allows me to track any missed calls or any voice messages I might have missed and I have none. I am not sure what the problem is because I know they have the correct phone number-([redacted] Sincerely,[redacted]

Initial Business Response /* (1000, 10, 2016/01/04) */
Good afternoon,
I will be emailing the [redacted] and will be her direct contact through to successful delivery. I will also offer compensation upon successful delivery.
Sincerely,
[redacted]
Williams Sonoma Inc

Initial Business Response /* (1000, 5, 2015/08/25) */
Please provide the following information:
1. Order number(s)
2. Send copies of all correspondence (lists, FedEx tracking information, etc.) to [redacted]@wsgc.com for review.

Tell us why here...
The Corporate Customer Relations Department for Williams-Sonoma Inc. and Pottery Barn are in receipt of this customer's complaint.  We have confirmed that the customer has received a credit of $1006.43 issued on 7/5/16. We are issuing an...

additional credit today (7/7/16) of 127.45 to include remaining sales tax and shipping charges for a full refund.
We sincerely apologize for any disappointment or inconvenience this has caused, and we appreciate your understanding in this matter.
We consider this issue to be resolved.
 
Sincerely,
 
[redacted]
Corporate Customer Relations
Williams-Sonoma Inc.

The Corporate Customer Relations Department for Williams-Sonoma Inc. and Pottery Barn are in receipt of this customer's complaint.  She was assisted by our customer service who confirmed there was a pricing discrepancy for the item she attempted to order. We have made a company decision that...

we are unable to honor any price discrepancy, pertaining to these products. Our website offers a “Inaccuracy Disclaimer”, stating we reserve the right to correct any errors. We have not and will not charge the customer’s credit card. There may be a temporary authorization in the amount of $1320.83 and depending on her banks policy; this will be removed since we are not submitting a request for payment to the bank. We have apologized for the error and offered a discount off a new order with the correct pricing, which the customer has declined. We consider this issue to be resolved.  Sincerely, [redacted] Corporate Customer Relations Williams-Sonoma Inc., Corporate Office

Initial Business Response /* (1000, 17, 2015/09/03) */
Williams-Sonoma, Inc.
Please note that effective 11/25/2014, Williams-Sonoma, Inc., no longer offers price adjustments. Promotions are not retroactive and cannot be applied to prior orders.
This matter is considered closed.
Initial...

Consumer Rebuttal /* (3000, 19, 2015/09/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I placed the order and received confirmation of it from Williams-Sonoma, Inc. before the promotion expired. Weeks later, Williams-Sonoma, Inc. cancelled the order (without telling me) because the item was "no longer available". However, the item was available. It was possible to place a new order for item on the day they cancelled my existing order and each day thereafter (just for a higher price). This was at best an error on their end, or, worse, an intentional effort to get out of having to honor a price they already committed to. Either way, the non-response they provided above is insulting.
Final Business Response /* (4000, 21, 2015/09/10) */
Williams-Sonoma, Inc.
As previously stated, orders placed before a promotion start date does not fall within that promotion period. Price adjustment will not be honored.
This matter is considered closed.
Final Consumer Response /* (4200, 23, 2015/09/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The business' response is unrelated to my complaint. I did not place the order "before a promotion start date", and I have the receipt to prove that. I clicked on an item from their website with a clearly marked sale price, I paid for the item, and I received a receipt showing that I paid said sale price. Then they canceled my order, claiming the item was no longer available. However, this was clearly untrue given it was and is still possible to order the item. Would be nice to get a single honest reply from Williams-Sonoma, Inc.

Complaint: [redacted]
I am rejecting this response...

because:Williams Sonoma owes me a 20% discount as promised as well as a functional Williams Sonoma Card.  During the call today, I was informed that they “didn’t have any 20% discounts available”.  They offered me a 15% discount provided I place an order at that time.  I said I was not interested.  This matter has not been resolved.  I want what I was promised in their offer:1) a functional Williams Sonoma credit card (which I was approved for, and for which an account is currently open in my name.2) a 20% discount on the first purchase using this card.These are the things promised to me, for fulfilling the conditions of their offer.  All I am asking for is what I was promised.
Sincerely,
[redacted]

Initial Business Response /* (1000, 11, 2016/01/26) */
The Corporate Customer Relations Department for Williams-Sonoma Inc. and Pottery Barn Kids has reached out to the customer. Unfortunately, we had to leave a message asking the customer to call us. We have not heard from her yet. We are...

keeping this claim open at this point.
Sincerely,
[redacted]
Corporate Customer Relations
Williams-Sonoma Inc.
Initial Consumer Rebuttal /* (3000, 14, 2016/02/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have been in contact with the company and I was told that they would be sending another full size bed comparable to what I originally purchased. I don't have a real turn-a-round time just that someone will call in a few weeks to schedule delivery. So I am not sure what is really happening at this point and feel that nothing may happen just because it didn't sound like they were sure this information was correct and was unable to provide me with any confirmation.
Final Business Response /* (4000, 16, 2016/02/08) */
The Corporate Customer Relations Department for Williams-Sonoma Inc. and Pottery Barn Kids has reached out to the customer. We have issued a replacement for a new bed which will be delivered around 19th of February. Our delivery hub will call to schedule an appointment. We are considering this issue closed.
Sincerely,
[redacted]
Corporate Customer Relations
Williams-Sonoma Inc.
Final Consumer Response /* (4200, 18, 2016/02/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have selected no because I have not been given a delivery date yet. I now have a order number but the item has not become available for a delivery option.

We apologize for the delay in shipping the merchandise.
The error has been corrected and the item is being shipped.
I will call the customer tomorrow to discuss and send another update upon successful resolution.
 
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. Sincerely, [redacted]